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

“Customer service is the only good thing about this company. Everytime I've had a problem, which is quite often its because the company is app based, I changed cars and the app wouldn't allow me to take pictures of my new car. They then threatened a cancellation of my policy even though the error wasn't mine. Again, with my new car I needed a new wingman unit. Its been on order for 3 weeks and hasn't arrived, received an email and letter threatening another cancellation even though I have not yet received the wingman. Terrible company that doesn't understand that the app is a piece of absolute garbage.”

Helpful Report

Posted 5 years ago

Hi Matthew. i'd like to look into this for you and see where that wingman has got to. Can you please contact us on the Live chat services and we will be able to track that for you.

Posted 5 years ago

“The app on my phone doesn’t work so none of my drives get recorded. This means I’m missing out on all the treats and rewards that comes with the insurance. A simple mistake was made during set up of insurance and out the blue 4 months later £140 if I wanted my insurance to carry on.”

Helpful Report

Posted 5 years ago

“App system is stupid, felt very restricted in how I could use my own phone (obviously not when I am driving), can’t turn it off, close the app, etc. The black box is much better system.”

Helpful Report

Posted 5 years ago

“Had months of the app not working, finally working properly now however as the company is a third party they cannot explain the costs of changes to policies which is very frustrating”

Helpful Report

Posted 5 years ago

Hi. We're sorry to hear that you have been unhappy with the service provided to you. Please contact us on our Live chat and we'll investigate this for you, https://bit.ly/2XayuC9

Posted 5 years ago

“Takes too long to get a hold of anyone over live chat. Price was initially good until I had a car accident and they tried charging me all this money to cancel the policy or change my policy to a new car. Absolutely ridiculous service. A”

Helpful Report

Posted 5 years ago

“Metrics doesn’t work properly, I got a ‘red week’ on a week that their app wasn’t functioning Hasn’t worked properly for around 6 months now Absolute nightmare trying to get through to members of staff previously However their web chat has improved so it’s not all bad I’ve been with them for 2 years but I don’t think I’ll be renewing next year”

Helpful Report

Posted 5 years ago

“Poor customer service system, live chat takes forever when I don’t have time to wait around for it and it took seven attempts on it to solve a problem with my wingman. I went a month without it working because of this which brings up concerns of me being blamed should anything go wrong. App is not good and records me walking even after I’ve parked which of course uses up valuable mileage. Not happy with this service and if it weren’t for the outrageous cancellation charges I’d no longer be with the company. The only positive thing is the price”

Helpful Report

Posted 5 years ago

“When declaring a claim, mine took a months for them to process and having to still pay the insurance monthly without the car”

Helpful Report

Posted 5 years ago

I'm sorry you had issues with the processing of your claim. Is it all sorted now? If not then please contact our claims team on 03333552990 and we'll be happy to help.

Posted 5 years ago

“I’m a new driver, I’ve explained multiple times I’m a carer and work shifts and very unsociable hours and being on call can be late at night. My usage has gone down massively for every journey I can take, and nothing has been resolved. Personally black boxes shouldn’t be based on usage I can’t help that my work hours are the way the are and I’m required to do a lot of driving, speed and smoothness yes 100% but usage no.”

Helpful Report

Posted 5 years ago

Hi Courtney. We do score all our customers the same way on Speed, Smoothness and Usage, This isn't based on individual customers but is based on driving statistics. Please contact us on live chat where we can look into other ways of improving your scores.

Posted 5 years ago

“The only way to contact carrot is via their live chat service, and whilst the people you speak to are very quick and helpful, the fact that this is the only contact can be a frustration. Especially when on all communications there are still phone numbers and email address’ that are being listed. There have also been numerous problems with the carrot ‘wingman’, their version of a black box. I’m on my third replacement and already it is not recording all my journeys, and I only received this one at the start of the week.”

Helpful Report

Posted 5 years ago

Hi there. the Wingman is a Bluetooth receiver and doesn't record any journey's itself. Journey's are recorded by the app on the phone. Please get in touch with us via the Live Chat on our website and we can go through some trouble shooting to get this app working for you.

Posted 5 years ago

“Customer service”

Helpful Report

Posted 5 years ago

Hi, thanks for getting in touch. Please get in touch using LiveChat if you have any further queries about your policy.

Posted 5 years ago

“I’d say receiving my insurance quote was fairly easy over the phone as it normally is however I highly dislike the whole ‘live chat’ system, the company wanted me to send my documents so I thought it would be quick and easy via email but instead I had to do this by live chat where I sent my documents all in one and then received emails and letters in the post multiple times saying I haven’t attached my documents because ‘live chat’ isn’t reliable, off course in the end problem was solved but the moral of the story is an agent is easier to speak to on the phone or a in use email address would be much more convenient for me as a customer personally. I hope something could be done about this.”

Helpful Report

Posted 5 years ago

“The App won’t let me upload the requested information. I was told I would receive an email when the app was working, that was on the 10th and it’s now the 15th. I only have a limited amount of time to upload the information. No support except an online chat. Not a great experience, very quick to take money from you though.”

Helpful Report

Posted 5 years ago

“The app never works. I have to sit in my car for 5 minutes waiting for it to connect. I can’t use the app with my radio off. The customer service takes hours to get through to.”

Helpful Report

Posted 5 years ago

Hi Saskia, Thank you for getting touch. Did you know that your are meant to leave the app running at all times with your Bluetooth and location services always on? If you are doing this and you are still having issues, please get in touch with us on our Live Chat service. Mondays are our busiest day so will have longer wait times.

Posted 5 years ago

“They wasn’t helpful. The boy wasn’t helpful. I think we should be able to speak to someone on the phone”

Helpful Report

Posted 5 years ago

Hi Chantelle, 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? If you request a call back then we'll be more than happy to discuss this over the phone with you.

Posted 5 years ago

“Customer service is rubbish can’t talk to anyone over the phone!”

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 If you request a call back we can do that for you.

Posted 5 years ago

“most of the time my black box is accurate with my driving but sometimes it scores me really low for nothing at all. i got a 0.1 score a few weeks ago for sitting in a traffic jam?”

Helpful Report

Posted 5 years ago

Hi. I'm sorry you feel that the scores aren't accurate. Please do get in touch with us on our LiveChat service and we'll be happy to go investigate these journey's for you.

Posted 5 years ago

“Staff who ended up on chat were prompt and payment system worked ok but had to try to connect a few times as was doing it while at work and took 20min+ to get response and had to cancel due to other commitments. Also not happy at high cost of changing vehicle over. Situation with paying twice in a year for a black box isn’t great, the cost seems excessive and the vehicle risk cost was also more than expected. £200 to pay when insurance ends in December not great for a young lad when trying to justify changing to a new more reliable and safer car.”

Helpful Report

Posted 5 years ago

Thanks for getting in touch James. 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

“Their black box app doesn’t pick up all journeys properly and because of that they falsely gave me a red week and sent a snotty email to say they will cancel my insurance if I do the same next week. When I tried to contact them I found out they have no contact numbers and all has to be done over ‘live chat’ where I was waiting over 10 minutes just to speak to someone who wasn’t a robot and was promised a call back but still not been contacted.”

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

“+ good price insurance + app layout is good + customer service is quick and helpful - lots of app problems (doesn’t always record journeys, records journeys as the crow flies, says you’ve been driving when you haven’t) - had to pay £100 more because one of my additional driver couldn’t download the app - lack of communication about app problems being resolved - takes a long time to register you’re actually driving The problems and the reason for my poor review are solely down to how poor the app is and how many problems it is causing. The customer service and actual insurance value is fab”

Helpful Report

Posted 5 years ago

Hi there. Thanks for leaving us a review, please get in touch using LiveChat if you have any further queries about your policy. https://bit.ly/2XayuC9

Posted 5 years ago

Carrot Insurance is rated 3.8 based on 3,599 reviews