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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Strongly Advise to stay clear of this insurer, cancellation fees are extautionate, customer service is terribly slow after being on hold for an hour every phone call, they shift the blame to their underwriter, any changes in your policy (occupation) are more than likely deemed unacceptable and they will now not insure you again even if you have a new job now. Not to mention the black box that must be used (not stated when purchasing the policy) and paired with your phone that drains battery; otherwise I never would have purchased in the first place. Lost all money and no insurance after 1 month”

Helpful Report

Posted 6 years ago

“Not recommended as the better driving APP they require customers to use drains the battery off the phones and glitches on a regular basis . They decided to cancel the policy when this problem was brought up multiple times before and nothing was done. The response I got was that I need a working phone and that it was my fault. Also when a complaint is put in they advise us that its not there problem and that its Aviva's decision as they are the underwriter and they make all the decisions and shift the blame. It also takes the company a long time to pick up so when there is a issue with the policy or APP it causes customers a lot of hassle to call in to deal with.”

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Posted 6 years ago

“Absolutely appalling they randomly cancelled my insurance and charged me £196.68. Pathetic useless insurance.”

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Posted 6 years ago

“I would strongly advise not to go with this insurance. The better drive app crashes my phone and kills my phone battery within hours and when I rang up after only having my policy 5 days to try cancel it because they want my Bluetooth and location still running while my phone isn’t working they were going to charge me £147. It’s a rip off and very unhelpful.”

Helpful Report

Posted 6 years ago

“Terrible company. They are out to make money off you. I've just cancelled my sons insurance after 6 weeks of constant threats they will cancel. We did everything to try and resolve their silly issues but they are not customer focused one bit, in fact their customer service training is non existent. Every time I called I was on hold for 1 Hour plus for them to speak to me apaulingly. Please believe all the bad reviews and look elsewhere for your insurance. My son paid 687 upfront and after 6 weeks we were forced to cancel due to all the anxiety they were causing and he got only 320 back!! I plan on reporting them to trading standards and printing all these reviews for evidence of how they are ripping people off.”

Helpful Report

Posted 6 years ago

“STAY AWAY FROM THIS COMPANY AT ALL COSTS App doesn’t work but they refuse to accept anything other than their opinion that the App has been turned off - when it hasn’t! Online chat totally useless. Telephone call - well keep a couple of hours free to get through! Sent them an email a week ago and still waiting for a reply! They are relying on a product that is faulty yet they would rather imply you’re a liar than admit to it. Pay a little bit extra and stay away from this shoddy operation”

Helpful Report

Posted 6 years ago

“Unbelievably bad company. They tell you to leave the app open so you do and they accuse you of closing it when you haven’t. They don’t listen and make you feel like a criminal when you’ve done nothing wrong! Totally disgraceful in their non existent customer service. If you need to ring them keep a good 2 hours spare! They really are a shambles. You do everything they tell you to do, the data reads on your phone yet they tell you the app hasn’t been opened all the time! Totally a “computer says no” company and that’s final. They’re right and you’re wrong. SERIOUSLY DO NOT GO WITH THEM. TOTALLY USELESS!”

Helpful Report

Posted 6 years ago

“WARNING to all young drivers this company will take your money then cancel your policy for the most ridiculous reasons my son's was cancelled for too much usage just 2 months into his policy. With 5700 miles remaining after various phone calls each with 45minutes on hold to speak to someone they said there was nothing they could do so with £750 spent on under 3 months insurance this company shouldn't be allowed to trade SO IF YOU WANT TO DRIVE YOUR CAR AND DONT WANT TO BE RIPPED OFF GIVE THEM A WIDE BERTH READ ALL FEED BACK NOT JUST THE POSITIVE FEED BACK THEY SHOW ON THERE WEBSITE hope this helps other drivers not to be RIPPED off like my son was”

Helpful Report

Posted 6 years ago

“The customer service is poor on the web chat. The only way I can access the web chat is by going onto the quote section of the website. It’s not available for me when I go onto ‘contact Us’. Advisor tried to pass me over to someone else even though they could help me with the information. So slow to respond and doesn’t answer all my questions. I had to ask the same question numerous times. My app doesn’t always work to record my journeys so they told me that sometimes I have to delete it and reinstall it, which is bad. I pay too much for this insurance to have stupid mistakes like this. I’ve only had my policy a month and already had so many problems. They are asking for documents to be sent to them because they didn’t receive them, even though I have already sent them all the information they asked for. Will be filing a complaint.”

Helpful Report

Posted 6 years ago

“Customer service is non-existent, I think only one part time person must work here. Be prepared for at least an hours wait before you will get through to anyone on the phone. Live chat is poor as well”

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Posted 6 years ago

“They give you a little orange box to attach to your windscreen, and tell you to use the app, always have the application running on your phone with the Bluetooth connected to the orange box. But then, when you do get the app it works for all of 3 weeks, never to load again. Every time I go on the app it crashes, they then have the cheek to send you a letter saying they're cancelling you policy in 21 days if you don't start using the app, which you try to do. I tried to ring them on numerous occasions but I was on hold 30+ minutes at a time and never got through. (I work 65 hours a week and haven't got time to waste listen to elevator music on repeat) They are now cancelling my policy because I never started using the app that doesn't work, with 7 day notice to find a new insurance policy.”

Helpful Report

Posted 6 years ago

“The company gives you the Wagwan and saying you to download the aplication to work with it. However in Android store there are minimum 2 or 3 apps for carrot. You can not be sure which is correct. When you find the application it does not work properly. Very often its swithes off, after what you are unable to log in again. This issue migh cost cancellation in your policy.”

Helpful Report

Posted 6 years ago

“Carrot Insurance do come up competitively on comparison sites. They fit a telematics box to the car and then score you on your driving. This is where it all goes bad. To say they are unrealistic and over zealous in the way they apply their scores is an understatement. Constant warnings from them about smoothness mostly. Cars do not float! They have to negotiate traffic, traffic lights, speed bumps yet all of these things pull down your smoothness score! Living in a large town means invariably stopping and starting and negotiating all of the aforementioned hazards. While you are doing this, you are being marked down. In the end after receiving yet another email threatening to cancel because smoothness was negative, we cancelled on them. Rather that, than forever have to declare you had insurance cancelled on you. Also issues with recording speeds and especially bad matching between the actual speed limit and what it thinks is the speed limit. In theory a good idea, but badly implemented and poorly managed by them. A lot of people saying they are just out to attract as many people as possible and then cancel on people keeping their premiums. How long will it be before Carrot appear on Rogue Traders?”

Helpful Report

Posted 6 years ago

“When your being forced to cancel your insurance policy because Dash Cam footage is not enough evidence to prove your not on the road that the black box states. Funny how the route shows me driving over where buildings are!! The road I was on was 50mph the road registered is 30mph. Paid for the policy up front and spent 4 hours waiting the other day to speak to someone to be told nothing can be done. Currently waiting for someone to answer to cancel my policy so I don't have a cancellation notice against me!! Avoid 100%!! Speak to you on the phone as though your a criminal, currently been waiting over an hour for someone to answer the phone to the cancellations team. Can't be good if your waiting this long for a cancellation team can it?!”

Helpful Report

Posted 6 years ago

“I have had the Better Driver App now with carrot since early December and within this time period i have been on and off the phone with one of there customer service team with next to no help. My first call to the company was in regards to a letter i was sent explaining my current policy would be CANCELED if i didnt pair my car to the better driver app (Which i did on the first day i purchase the insurance) After 1HR 15MINS on hold i spoke to an adviser who didn't have a answer why this problem was accruing and simply just advised me to uninstall the app and re-install it again (HOW ORIGINAL)! I was told i would receive a call in the next few days to confirm or deny that the app was working as it should but this phone call was never made to myself, this morning i received a email saying my policy would be CANCELED AGAIN if i didn't send them some documentation regarding my proof of no claims discount and licence counterpart. Unknown to myself when i first sent the documents in question there was an error on there side which they couldn't open the file which they failed to let me know, after a further 35MINS on hold i spoke to an adviser regarding this issue. I have sent the documents over AGAIN and hopefully i have seen my last cancellation letter through my door. I would not recommend this company to anyone as i have nothing but problems!!!”

Helpful Report

Posted 6 years ago

“Please please do NOT read the good reviews on this site. I have been with this company since early December 2018, to date I have been told multiple occasions my insurance is at risk of cancellation first time because I hadn't set the app up properly which I did not know how to do, since them I'm told on my better driver app that if it doesn't progress they will yet again cancel I am not a bad driver as I have been driving 4 years and had a black box for 3 which I have had NO problems with. They grab you to purchase because it is so cheap but then then they threaten and bully you by saying they will cancel your policy so you cancel with them first and they can take a fair big cut of what you paid leaving you very short as you need to take another policy out. PLEASE do not go with them!!”

Helpful Report

Posted 6 years ago

“Would have rated 0 stars if I could have, they called me up 3 weeks into my policy demanding £280 (more than half my premium) to cancel my insurance policy on my ford fiesta because my car has wind deflectors on the driver and passenger windows, apparently these make my car more likely to be stolen or crashed, I asked if I could continue with the policy if I removed them but they said that this would not be possible. Feel like ive been the victim of a con here, they may seem cheap at first but just about every other insurance company ive looked at offers insurance for under £280/ 3 weeks. ITS A TRAP!”

Helpful Report

Posted 6 years ago

“Awful company. OK to buy, but don't try and speak to them. 38 mins on hold today. If I could leave no stars I would”

Helpful Report

Posted 6 years ago

“I have been with Carrot for the past 2 weeks and they have caused me nothing but distress. I paid a deposit and the first direct debit was due to be deducted the following month. They wrote to me two weeks later saying that an additional premium was due and demanded a payment of £110.99!!! I contacted them and they made excuses saying they now validated my documents which suggest there was a discrepancy in the information I provided, obviously incorrect. I am querying this and they will be escalating my complaint to the Financial Ombudsman Service for SURE. If they think they will get away with demanding charges they can think again! Moreover my policy started on a Sunday, on the day the 'week ended' and they gave me a Red week. Considering 4 red weeks cancel your policy within the 52 weeks. I contacted them and the Representative (messaging me on Facebook Messenger @ 10.50pm stated that I shouldn't have to worry about the red week if I continued to drive safely through the year)! I have never received such abysmal service from a company. I highly recommend you do not insure yourselves with them. I am going to cancel my policy as I cannot afford the stress they have already caused to me the rest of the year! Total shambles company.”

Helpful Report

Posted 6 years ago

“The app never works properly and keep threatening to cancel my insurance,you wait for ages for someone to answer.!!!!! Fit a black box on car and stop tracking my journey when walking with my phone ,unbelievable!!!!”

Helpful Report

Posted 6 years ago

Carrot Insurance is rated 3.8 based on 3,599 reviews