Carrot Insurance Reviews

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

3.8 Rating 3,598 Reviews

71 %

of reviewers recommend Carrot Insurance

Company Reviews

Questions

Metrics

3.8

Based on 3,598 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

“I've been insured with Carrot for three years for them now to not send me an renewal invitation. I spent several days trying to contact them to renew my insurance(about a week before it actually ran out) . For them to send me a NO REPLY email and say I'm no longer insured with them. An absolute disgrace!”

Helpful Report

Posted 2 years ago

Hello Zhera, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chanice @ Carrot

Posted 2 years ago

“Scammers. Rubbish company, customer service is absolutely appalling. Wouldn't trust them with a claim at all.”

Helpful Report

Posted 2 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 2 years ago

“Live chat takes forever to connect with an agent. Wait like an hour to get hold of an agent and when they do they rush you with your query. Need updated live chat system which is faster and runs quickly and smoothly :)”

Helpful Report

Posted 3 years ago

Hello Zahra, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 3 years ago

“Discusting company no contact number and cancels after only contacting day before, only knew as police stopped me and took my car don't use this company”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 3 years ago

“Discusting company no contact number and cancels after only contacting day before, only knew as police stopped me and took my car don't use this company”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we would like to speak to you in regards to your query, please call our customer experience number on 0333 355 3187 to discuss the policy and arrange a call back with an agent. Thanks - Chris @ Carrot

Posted 3 years ago

“My granddaughter is trying to get hold of you to change her bank details for the direct debit she has not had any luck either by phone or live chat the direct debit that was initially set up was her grandads as he paid the deposit now it needs to come out of her bank !!!”

Helpful Report

Posted 3 years ago

Hello Mandy, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 3 years ago

“I’ve been trying to contact someone as they have emailed me saying my card details are invalid, yet they were still able to take money from my account, so I don’t know how that makes sense. I got directed to the finance company that deals with the finance of my policy however, they weren’t even able to find my policy on their system, how does that make sense? It would be much better if they had a phone number that we could call rather than using the horrible live chat service.”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 3 years ago

“Please do not use carrot as they did not give refund for a service they did not protect.”

Helpful Report

Posted 3 years ago

Hello Danush, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 3 years ago

“Terrible customer service. No customer service contact number, you can’t cancel the policy and live chat take some information and doesn’t respond anymore. WAST OF TIME”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot

Posted 3 years ago

“The service of this company is absolutely terrible I have been trying to contact somebody for hours via the live chat which seems to be the only way to contact them.”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot.

Posted 3 years ago

“I have been trying to contact via a number and live chat for the past two days, to change my insurance vehicle and I have had no response even via the live chat? What am I supposed to do as I need to drive to work and I will not pay for external additional cover.”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry to hear of the issues experienced, we have tried to contact you via telephone but haven't been able to get in touch, we have now sent you a private reply for you to respond to. Thanks - Chris @ Carrot.

Posted 3 years ago

“i have never seen such company that changing the customer's address would cost customer £25. and such a pathetic/awfull service dont know what to say but its confirmed would not buy ins with carrot again and would not recommend carrot ins .”

Helpful Report

Posted 3 years ago

Hello, thank you for your review we do appreciate all customer feedback. we do confirm our fees and charges in the terms and conditions of the policy, We would like to speak to you in regards to your concerns, please contact us via Live Chat to speak to an agent, you can also arrange a callback. Thanks - Chris @ Carrot.

Posted 3 years ago

“not satisfied with the service, its awfull”

Helpful Report

Posted 3 years ago

Hello, thank you for your review we do appreciate all customer feedback. we would like to speak to you in regards to your concerns please contact us via Live Chat where you can also request a call back with an agent who will be happy to help. Thanks - Chris @ Carrot.

Posted 3 years ago

“You got my driving test pass date wrong so want to charge me an admin fee for your mistake, you changed my premium amount so I am now paying an extra £93 a month without my permission, you said if I didnt pay you would cancel my insurance, I cant afford another £93 a month I am an apprentice, I went with your quote because it was affordable, you didnt say you were going to add all these extra charges half way through !!! Now I am stuck., I cant cancel as I will owe you even more money and wont be insured !!!”

Helpful Report

Posted 3 years ago

Hi Daniel, thank you so much for your review! Apologies for the issues experienced, please be aware that we would not change the premium amount without your permission and I can see that this has been discussed over live chat. We have logged a complaint regarding your concerns and we will look into the points of complaint you have raised. We would like to discuss your concerns in more detail, please contact us via Live Chat @ www.carrotinsurance.com where an agent will be happy to help. Thanks, Anu @ Carrot.

Posted 3 years ago

“Terrible insurance company. Always a minimum 30 minute wait for live chat. They cancelled my insurance because I hadn’t sent off my provisional for a full license and gave me back not even half of my premium.”

Helpful Report

Posted 3 years ago

Hi Brandon, Thank you for your review, we do appreciate all customer feedback. We have now contacted you to discuss your concerns in more detail. Thanks - Chris @ Carrot.

Posted 3 years ago

“Been on hold for 50 mins trying to report an accident absolute nightmare trying to speak to an actual person”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we do apologise as you have experienced a longer than average wait time, one of our claims agents will be happy to help and will be with you as soon as possible. Thanks - Chris @ Carrot.

Posted 3 years ago

“Awful!! I have been with carrot for about 2 months. They first contacted me about my black box and were very rude on the phone and pushy, I told them I work full time during the week and they were very awkward about letting me select a date. Not only that but they would not stop contacting me asking for additional documents!! They would ask for something then ask for another 3 things on top. I was waiting for proof of my NCD from my last insurance provider when they emailed threatening to cancel my policy. I tried to go on their ‘live chat’ (which is also AWFUL) as they don’t have a phone number to ring, and the woman was rude telling me to go look elsewhere for cover. Then I got a text saying that my policy was cancelled!!! Now they are demanding that I give them £92, they’ve emailed me twice today and sent me a text- disgusting! Stay away - it’s not worth the headache!!”

Helpful Report

Posted 3 years ago

Hello, Thank you for your review, we do appreciate all customer feedback, please accept our apologies for the issues experienced. We would like to speak to you regarding your concerns in more detail, please contact us via Live Chat where an agent will be happy to discuss your concerns in more detail, you can also arrange a call back with an agent at a convenient time for you. Have a nice day, Chris @ Carrot.

Posted 3 years ago

“Good insurance, but awful administration, I had no access to emails and unaware of the auto renewal. I took insurance though another company. Now I have to pay Carrot for a month’s insurance. Live chat help was useless.”

Helpful Report

Posted 3 years ago

Hello, thank you for your review we do apologise as you are not happy that your policy auto-renewed. All correspondence is sent via email unless you request for the correspondence to be sent via post which we are more than happy to do. Please contact us on LiveChat and we will be happy to discuss the renewal for you, you can also request a call back from an agent who will be happy to help and call you at a convenient time. Have a nice day, Chris @ Carrot.

Posted 3 years ago

“Disgusting service, young drivers notify these people with any changes to your car even wind deflectors and a sticker. Charged over £300 for simple mistake, which we paid and then a jobs worth came to fit black box and said car was highly modified. Wind deflectors and a sun sticker visor. And Carrott canceled insurance policy. Avoid as you will lose money just like my lad has done.”

Helpful Report

Posted 3 years ago

Hello, thank you for your review and we are sorry you feel this way. We do have a zero tolerance policy on modifications, and make it clear on our website we do not accept modifications. If the modifications would have been disclosed at the point of sale we wouldn't have accepted these on cover. Should you wish to discuss this further please contact us on Live Chat where an agent will be available to discuss your concerns. Have a great day! Chris @ Carrot.

Posted 3 years ago

“I was looking for car insurance to drive my mums car with a black box to keep monthly payments down. Followed all the steps and questions, got my policy up and running. I wasn’t told I could drive from that day, I presumed I could drive after black box was fitted, this took 14 days. When installed I was told by fitter, you will be able to log in and record your journeys, I had problems logging in and when eventually I got on the dashboard, every journey in the car was tracked, even my mums, this is not what we wanted. Via live chat as they don’t have a contact number, we were trying to get help regarding the black box, after 2 hours we get told, if your mum has insurance elsewhere, which she’s does, obviously as I only wanted insurance to drive it, my policy is not valid. I have paid 2 months upfront and now I will have to pay a further £78 to cancel and have no insurance!! I am so upset as I gave all information and followed the steps genuinely. Please be careful when filling in the forms and pick a company with a contact number.”

Helpful Report

Posted 4 years ago

Hello, Thank you for your review, we do appreciate all customer feedback. You are able to drive your vehicle as soon as your cover starts so there’s no need to wait for the box to be fitted. The box will record each journey made in the car no matter who is driving, policy holder or named driver. This is explained on our website and in your policy documents along with when you can drive your vehicle from. If LiveChat isn’t for you, you can request a call back and we would be happy to further explain the cancellation to you. I hope you have a great day! Chanice @ Carrot. 😊

Posted 4 years ago

Carrot Insurance is rated 3.8 based on 3,598 reviews