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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“only thing good about it is the competitive pricing when i was asked to send a copy of my driving license there was no communication and the telematics box installed does not always add up the score correct. At times the box interrupts with my radio signal not allowing me to listen to the radio at times.”

Helpful Report

Posted 5 years ago

“Started a policy with Carrot. They sent me a username and password to login to the app and it didn’t work.”

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Posted 5 years ago

“Contacting Carrot feels almost impossible even though it has a number to call Live chat which never works Email that is never answered Twitter and Facebook What’s going on it takes hours and days just to get through”

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Posted 5 years ago

“There isn’t a customer service. You have to wait a minimum of 45 minutes on the phone while on hold. By the time they answer you’ve forgotten your question. When question they just reply with ‘We’re understaffed’ unfortunately that isn’t my problem so this isn’t the right excuse. Price was fairly ok. Using the app as a black box isn’t the best as it’s easily forgotten and then you get penalised.”

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Posted 5 years ago

“Within 24 hours of buying my policy online, my dad (who is on my insurance as a named driver) told me he’d received a speeding fine in the previous 12 months. As I live away from home I hadn’t been aware of this earlier but as I’d arranged my policy well in advance of my renewal date (meaning the policy hadn’t even started yet), I hoped it would be quick and simple to update Carrot with his new information and pay a small additional premium. Getting through to Carrot is ridiculously slow - you’re stuck in a queue for ages no matter what time of day you call (& at god knows what cost!). The online contact/email is pointless as they don’t reply for days, if at all. The additional amount they wanted to charge was extortionate so I instead asked them to take my dad off the policy. Their ‘admin fees’ are a complete rip off and they charged me £75 just to make this simple change to a policy that wasn’t even up & running yet!!! Their set up requirements are ridiculous e.g. having to provide everyone’s licence details via a request to the dvla. I can only hope I don’t need to make a claim and will NOT be using them next year.”

Helpful Report

Posted 5 years ago

“Firstly to get into contact with the company is such a lengthy and tedious ordeal. The voice says the same sentence over and over, it takes way too long. Even to contact them via social media can take up to a week or so. The black box expectations are not realistic. What so ever and can cause you quite a bit of stress if you are aiming for a good score. The cost of adding extra miles to your policy is ridiculous especially compared to other car insurers. I’ve also received emails that do not reply to me that state that I could have my policy cancelled if certain documents are not provided which again caused quite a bit of stress that was unnecessary.”

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Posted 5 years ago

“Not to good my app never works properly I have tried to contact about it and they tell me the same thing but never seems to fix it. I have never been able to claim my vouchers rather, I am staying with carrot for another year but I will be in contact to try sort out my issue.”

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Posted 6 years ago

“The New Driver Dashboard scores are terrible. Some journeys I get above 7/10, but others (that are smooth, with no sudden braking or acceleration etc as per the guide - I have evidence via dashcam footage) give me minus scores! There is no consistency with the scoring. I am unhappy with this, and will be calling to complain.”

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Posted 6 years ago

“Identical complaint really. Went with carrot 3 weeks ago. Several times I've been sent threatening emails/texts that my policy will be cancelled even stating that urgent action is needed and to call Carrot if I don't install my wingman, it's been installed and my driving points are holding up green. And yup. They don't pick up and they havent responded to my emails. What is the bet that Carrot are going to respond quicker to this review than any of my queries via email and 40 min call waiting times. P.S I'm sorry Admiral. Take me back”

Helpful Report

Posted 6 years ago

Hi Briege, I'm very sorry about the hold times you've experienced, we were going through an incredibly busy period, hence the delayed reply to your review. I do hope you have been able to speak to us now. Since your original review we have made large improvements to this and our hold times have dropped drastically. We hope if you need to call again you will see the difference. Regards, Tom - Carrot Insurance.

Posted 6 years ago

“Living on pins with this policy we are in our second year with carrot & in year 1 the app was so much better the accuracy of the location was 100% better the scoring seemed fair renewing every quarter this year the nervous feeling of cancelling after 4 red weeks (0.1 in a minus) on a box I don’t trust is more likely to cause an accident than prevent one ??”

Helpful Report

Posted 6 years ago

Hi Nicola, I'm sorry to hear you've been having some trouble with the scores, Please send us an email to reviews@carrotinsurance.com so that we can look into this further for you. Regards, Tom - Carrot Insurance.

Posted 6 years ago

“So being a young driver, 18. I bought my first car. I joined carrot insurance as it was the cheapest at £2000! I realised I needed extra miles, which cost me an extra 500! With free administration I must say as it was in the first 2 weeks. 1 month later I moved house. It cost me 220 quid to change address...how can anyone justify this? It's ridiculous. I am 18, student, it's not like I am a millionaire with loads of money. Onto the black box itself, well inaccurate is about right. I can swear down that I was doing the speed limit but according to black box I wasn't. Oh, if you are likely to go into minus score then be prepared for a warning and then cancellation. 2 weeks in red they will cancel you, 4 weeks in red over a year they will cancel you. When I say red, I mean -0.1...i would recommend more than as I have friends on that and they are much more lenient. Good things, support are quite funny, they get things sorted pretty quick in my experience”

Helpful Report

Posted 6 years ago

Hi George, Thank you for taking the time to leave us a review. In explanation for the prices, insurance premiums are charged as a percentage based on risk, and come straight from the underwriter. Even a very small percentage increase, In your example it's 11% can work out as quite a large sum. If at any time you believe there are issues with your box, we do have a team dedicated to resolving these issues for you. If you do wish to discuss this further, please send us an email to reviews@carrotinsurance.com Regards, Tom - Carrot Insurance.

Posted 6 years ago

“The first year Carrot was absolutely brilliant, had no problems was cheap for first insurance and the app seemed easy enough to use, however I renewed with them again this year and they changed the way rewards are earned so rather than having money deducted if you got a low score (mine usually due to usage even though I marked that I commute to and from work), you have to earn pound for pound, due to no fault my car broke so had to get a new one, it would have been cheaper for me to take out a new insurance policy with another company however carrot informed me I couldn’t have no car for the remaining 2months of my policy (i had paid all of the payments too may I add) and was forced to pay out an addition £150 for a new box installation and then a further £26 for extra only insurance. I booked for the box to be fitted and my partner took the day off of work to wait in for it to be done and no one showed up or made any contact, I called to enquire and received no apology just blame that it was my fault even though my partner had waited in all day for a no show. Carrot sent me emails and letters stating they would cancel my insurance if it wasn’t fitted and did grant me an extension to get the box fitted, the only reason I got for he no show was that they couldn’t find my home. I only have 4 weeks left on my policy and I would rather pay out another deposit for another insurer than stay with Carrot.”

Helpful Report

Posted 7 years ago

Thanks for taking the time to leave us a review. I’m sorry that you’ve had such a negative experience with us. If you would like us to look into anything further for you in regards to the things you are not happy with I would be more than happy to. If you would like this please send me a quick email on reviews@carrotinsurance.com with your full name, policy number and postcode? Regards Natalie, Carrot Insurance

Posted 7 years ago

“Not good customer service but stuck with you now so whatever.”

Helpful Report

Posted 7 years ago

Thank you for taking the time to leave us a review. I’m sorry that you’re not happy with the service we have provided. One of the team will send you an email now and we can see what we can do for you. Regards, Tom, Carrot Insurance.

Posted 7 years ago

“I get marked down for driving to work in the morning as it’s apparently a bad time to drive my car. Next time I just won’t go to work. I even stated in my enquiry that I will be using the policy to commute to work everyday Other than that great customer service and help”

Helpful Report

Posted 7 years ago

Thank you for taking the time to leave us a review. In regards to the scoring and how it works. One of the team will send you an email now. Regards, Tom, Carrot Insurance.

Posted 7 years ago

“The first year with carrot was fine, they dealt with my queries and I can't say much about their customer service as I never really had reason to call. However, upon renewal they upped my policy by an extra £20 or so per month. This obviously adds up at the end of the year... I was told that the likelihood would be that my policy would decrease after my first year. Well clearly not. Not only did they not offer any sort of explanation as to why my policy had risen, the other factor is that for the whole time my car was insured with carrot I barely ever drove it! I only make the occasional trip home about 3 times a year and rarely drive it otherwise, I never had an accident or anything along those lines to warrant my policy going up and yet, there it was, they needed more cash from me. Very very disappointed with this service and fully intend to end my policy as soon as possible. That is if I can find the £150 they charge you to leave. Massively overpriced, direct line is hundreds of pounds cheaper and I wish I'd gone with them in the first place. On top of this I was getting regular calls from carrot saying my box was faulty, and I mean regular, practically every week they called me to tell me they weren't getting any information from my telematics box, despite me telling them every single time they weren't receiving information as I wasn't driving the vehicle! Yet, they still continued to call me on a regular basis asking the same thing over and over again with exactly the same response. Very dissatisfied with this service and certainly would not recommend.”

Helpful Report

Posted 7 years ago

Thanks for taking the time to leave us a review. I’m sorry that you’re not happy with the service we have provided. I’m going to need some details about your policy, would you mind please sending me a quick email on reviews@carrotinsurance.com with your full name, policy number and postcode? Regards Tom, Carrot Insurance.

Posted 7 years ago

“Insurance was nearly invalidated because the 'black box' installation was booked late (by myself). By the time I was offered more top up miles the time frame to buy them in had expired. Highly stressful and not cheap. Good initiative to use the in vehicle tracking but huge teething problems rolling it out. Too late to cancel now but don't think I'll renew.”

Helpful Report

Posted 7 years ago

Hi Nicholas, thank you for taking the time to leave us a review. I’m sorry that you’re not happy with the service we have provided. I’ve raised your case with a member of the team and they will be in touch soon.

Posted 7 years ago

“I have already had an awful experience with you as your engineer came to fit the black box on my car after turning up 5 hours late ,& after I had took the intire day off work he turned round and said not fitting the box mate this car is modified ? No I said it’s not I can assure you ? Only to get the cold shoulder and he left I then got a cancellation notice from you saying that you can not insure modified cars . It again I said is not modified . But I was almost called a liar by your college and had to get a mechanic to confirm that the car is indeed standard ,only when pictures as evidence were sent did I get a response from you to say ok it’s not modified we will after all insure the vehicle , I then get another email to say as I had gone over the allotted time for box fitting again you were to cancel the policy . ? Hello!! it was you who didn’t fit the box ? Not my fault really so left a little confused & indeed worried that I would now have a policy cancellation on my head . I had to ring you at my expense to sort out the mess . Which I now hope is sorted but from past experience I’m not convinced . Regards Lewis Giles disgruntled insureee”

Helpful Report

Posted 7 years ago

Thank you for taking the time to leave us a review. I’m sorry that you’re not happy with the service we have provided. I’ve raised your case with a member of the team and they will be in touch soon.

Posted 7 years ago

“Every thing After buying this policy and getting the I box fitted the box installer left my car door open when it was raining my seat was wet the door panel was to the electric window at driver side is now broken because the I box installer let the rain in and wet all the electrics. Then I thought I better upgrade my miles they ripped the buggers out of it put my monthly payment from 145 to 289 for top up miles ho boy then there is the points system as many have stated I drive very nice slow etc still get a rubbish score not acceptable so I decided to investigate and drive like not so good to see and I also performed a hand brake turn at yard and to my surprise the score agent up for driving like a fug this is not acceptable insurance company at all still awaiting my rewards card . Hi I can't wait till the year is up. 289 a month man I could run a Bentley for that instead of a Clio good lord carrot making to much hard carrots from us”

Helpful Report

Posted 7 years ago

Thank you for taking the time to leave us a review. I’m sorry that you’ve had such a negative experience with us. I’ve escalated your case to the team and they will be in touch soon. Tom, Carrot Insurance.

Posted 7 years ago

“Ho boy where to start”

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Posted 7 years ago

“I have a 500 pound car. 1 years driving experience, costs 1,800 a year. Excluding cash back on the carrot card which is about 150 in my case. I'm not sure how the smoothness system works on the black box, but I can drive under the speed limit, take it realllllllyyy slow around the bends and still get a 1/10 for smoothness. Which in turn means less cashback from the 1,800 that i'm paying. Also note, i've never been in an accident or brakedown of any kind”

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Posted 7 years ago

Thank you for taking the time to leave us a review. I’m sorry that you’ve had such a negative experience with us. I’ve escalated your case to the relevant Department and they will be in touch soon. Tom, Carrot Insurance.

Posted 7 years ago

Carrot Insurance is rated 3.8 based on 3,599 reviews