Carrot Insurance Reviews

Name: Carrot Insurance
Address: 98 Liverpool Road, Formby, Liverpool
Rating: 3.82

3.8 Rating 3,599 Reviews

71 %

of reviewers recommend Carrot Insurance

Company Reviews

Questions

Metrics

3.8

Based on 3,599 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
Average Delivery Time	Within 5 Days
Documents Delivered On-time	Greater than 79%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Cancellations & Refunds
Cancellation Process	Difficult

Visit Website

Phone:

0208 629 3308

Email:

carly.lilley@carrotinsurance.com

Location:

98 Liverpool Road,
Formby
Liverpool
L37 6BS

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My wingman device hasn’t been working for a long time. I messaged about 3 weeks ago, and I was told to give it a few days and message back, I messaged back about 2 weeks ago and have had two replies just asking me if there was a green light, both messages about a week apart, and I am still waiting on a response”

Helpful Report

Posted 5 years ago

Hi Niamh thanks for getting in touch. I’m sorry to hear about your experience with us so far. I’d like to investigate this for you, would you be able to please contact us using LiveChat? https://bit.ly/2XayuC9. If you contact us from 8:30-6pm Monday to Friday or Saturday 9-1 you will be able to talk to an advisor.

Posted 5 years ago

“I’ve been with them a year and can’t wait to stop renewal ... if they even let me!! They are so terrible, I’m not someone to complain and I am a very laid back person but they have made life very difficult!! Rude, slow and patronising customer service, harass you for very small things constantly threatening to cancel your policy and offer you to pay and cancel yourself for £500 or so before they do it and just totally mess up your chances of ever getting insured again. You think you’re just getting a cheap deal... they will rip you off down the line. I really think this company needs shutting down urgently before more vulnerable young people are taken advantage of!”

Helpful Report

Posted 5 years ago

Thanks for getting in touch. I’m sorry to hear about your experience with us so far. I’d like to investigate this for you, would you be able to please contact us using LiveChat? https://bit.ly/2XayuC9

Posted 5 years ago

“Couldn't download app rang them and asked to have a black box instead they said I was too experienced to have a black box I only needed the app . Was put through to cancellations who said they'd charge me £75 to cancel insurance actually charged £112 for something that wasn't my fault absolute Rob dogs !! Avoid at all costs!!”

Helpful Report

Posted 5 years ago

Hi Anita, thanks for getting in touch. I’m sorry to hear about your experience with us so far. I’d like to investigate this for you, would you be able to please contact us using LiveChat? https://bit.ly/2XayuC9

Posted 5 years ago

“This insurance company is horrible, you can’t call anyone. It’s only via chat and half of the time you don’t hear anything from them. All the awards are non existent. DO NOT JOIN THEM YOU WILL REGRET IT.”

Helpful Report

Posted 5 years ago

Thanks for the feedback, if you would like us to call you back and discuss any issues with your policy, please get in touch using LiveChat. https://bit.ly/2XayuC9

Posted 5 years ago

“The app does not work - live agents are rude and the only way you can communicate with Carrot is through live chat. All seems very dodgy. I cancelled my insurance within the 14 days period - do not be fooled by the cheap price. Worth spending a bit more for a more reputable company.”

Helpful Report

Posted 5 years ago

Thanks for sending your feedback, I'm sorry to hear you are having problems with your app and our service levels haven't been satisfactory. If you would like us to call you back and discuss your issues, please get in touch using LiveChat. https://bit.ly/2XayuC9

Posted 5 years ago

“Where to start after signing up i installed the app and sent in photos requested a few weeks later i has a letter saying that if I dont dend in my photos my policy will be cancelled it took over 2 months to sort after this was FINNALY sorted i then cot a number of letters saying that i was not using the app although this was not true further more i then was quoted over £311 to add extra miles on to my account The only good thing i can say is that ONE of the many agent i spoke to was very helpful and sorted all of my issues but this did take 9 monthesz to sort”

Helpful Report

Posted 5 years ago

Hi Matthew, thanks for getting in touch. I’m sorry to hear about your experience with us so far. I’d like to investigate this for you, would you be able to please contact us using LiveChat? https://bit.ly/2XayuC9

Posted 5 years ago

“Absolutely terrible, if I did know, I would have NEVER went for this insurance. Firstly poor communication. Second I couldn’t even add another driver which was important to my lifestyle and the app doesn’t even work properly. Trust me if I had the money 💰. I would cancel and get another insurer”

Helpful Report

Posted 5 years ago

Hi there, thanks for getting in touch. I’m sorry to hear about your experience with us so far. I’d like to investigate this for you, would you be able to please contact us using LiveChat? https://bit.ly/2XayuC9

Posted 5 years ago

“Don’t waste your time”

Helpful Report

Posted 5 years ago

“Terrible Company. No customer interaction or service; CUSTOMER SERVICE DOES NOT EXIST. Terrible, faulty and non-functioning app. The app is used as your box but if you lose signal, lose bluetooth or mobile data, your app disconnects. Ever since February 2019, they've made an update that meant your phone app does not track what your car does hence you're in risk of being considered not covered for insurance. They haven't fixed it as of yet. As the car doesn't get tracked but the faulty bugged app, it also means you dont get good scores if you drive safely and you won't get the rewards they promise you for driving safely every week. Customer service is non existant as the number they provide directs you to their website which barely helps you. For some reason they have deleted my account for their website dashboard. Looked up forgotten password and they said that my email was not associated with an account but I know for a fact I made one when I bought the insurance. I'm trying to find help about this on their website but it's not an option on their web chat or their help centre. Even ringing their phone number will provide no help whatsoever! Absolutely terrible. I will never renew with them and even if they cost the cheapest. They are more trouble than it's worth. They are equivalent to fecal matter.”

Helpful Report

Posted 5 years ago

Hi Ian. Thank you for taking the time to leave us a review. I'm sorry that you haven't been happy with the service we've provided. I will pass all your feedback to our team.

Posted 5 years ago

“Have to top up miles every couple of month costing at least £100 every time!! Also have to connect my Bluetooth device or update it every single journey - which is easily forgotten. Very inconvenient”

Helpful Report

Posted 5 years ago

Hi Holly, your Bluetooth should always be on for the app even when you are not driving so you don't need to worry about forgetting to turn it on each journey. If you want to go through more about how the app works, please do get in touch with us on LiveChat.

Posted 5 years ago

“It’s really difficult to discuss any issues with the black box app. The fact the app is so problematic it would be helpful to be able to discuss the issues over the phone rather than trying to message in the live chat every morning when I get in my car and find out the app is malfunctioning again. I’ve been told a few times to just drive anyway even though the policy says if the app isn’t working I’m not covered or have to pay £5000 for the cover”

Helpful Report

Posted 5 years ago

Hi Luke. I'm sorry that you have been having issues with the app. If you contact us on LiveChat we will be able to help you with this and we are happy to call you if you request a call, Usually if we are aware of an issue before a claim, the additional £500 excess in the event of an unrecorded journey is waived.

Posted 5 years ago

“Absolutley awful service! Cancelled my car insurance with no reason!”

Helpful Report

Posted 5 years ago

“Their black box system doesn't even work, over priced too.... Never records full journeys or just doesn't record them at all.”

Helpful Report

Posted 5 years ago

“Terrible company, full of liars & they never seem to never remember anything they’ve told you so always contradicting themselves. Definitely wouldn’t recommend, save your time & stress!”

Helpful Report

Posted 5 years ago

“***Warning Warning Warning*** Do NOT take out an insurance policy with these cowboys. I took out a policy with was to include a black box. Week 2 i received an email saying my score was "negative" and if it happened a subsequent week my policy would be cancelled. Assumed this was a mistake and tried to contact them via phone but they only deal with policy holders via live chat. Surprise surprise email following week saying my insurance would be cancelled as i had had another "negative" week. Total scam!!! I had hardly driven my car as I have a van from work. So my few weeks of insurance cost me £225 AND they are trying to chase me for a further £75 for a cancellation fee.”

Helpful Report

Posted 5 years ago

“Forced to use a black box with 2 years no claims, which uses a faulty app to track your car and rarely catches a full trip resulting in emails blaming you for it and warning about policy cancellation. Using the live chat or phone number for help just means answering a robot for 5 minutes before being redirected to the other line of contact”

Helpful Report

Posted 5 years ago

“Awful Customer Service. Contacted by email on their website to receive a response a few days later that this was no longer a form of contact. All comms must be done over live chat. When using the Live Chat Service it advises of a 5 minute wait time - this was over half an hour. Completely unhelpful customer service with regards to their app not correctly recording alerted journeys. Cancellation charges for policies are excessive to keep customers and with no level of service. AVOID”

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Posted 5 years ago

“Really bad”

Helpful Report

Posted 5 years ago

“Awful insurance, definitely wouldn’t recommend. - can’t speak to anyone over the phone, has to be a live chat which is no help & the live chat ends before any issues have been resolved - they are always threatening to cancel my insurance - better driver app has very inaccurate recordings - no help when required Carrot may be cheaper but I’d definitely pay that extra bit for another insurer next time.”

Helpful Report

Posted 5 years ago

“- Hard to contact - Poor quality app - Inaccurate recordings - Lack of solved problems.”

Helpful Report

Posted 5 years ago

Carrot Insurance is rated 3.8 based on 3,599 reviews