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

“Avoid this company. Black box is not accurate at all, showing journeys i never did, giving me bad score even tho i did not go over the speed, and then cancelling your policy because of ''speeding'' . Also making a change to the policy is a nightmare. They are really good at taking money from you but when it comes to get a refund it takes months. DO NOT USE !!!!”

Helpful Report

Posted 7 years ago

“Avoid at all costs, not clear that you have to have a smart phone to have this insurance so when tried to cancel got hit with loads of hidden charges so almost cost £150 for 2 days of cover, these are crooks and they play with loopholes in the law to avoid refunds in the cooling off period.”

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Posted 7 years ago

“Acted appallingly with my daughters insurance. When she sold the car and tried to cancel her insurance they carried on for two months with the direct debit and then threatened her with legal action. Cost over £250 to stop them taking her to court.”

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Posted 7 years ago

“My car was in the garage getting repaired when my insirance had to be renewed. I paid £160 deposit to start my insurance on Wednesday but I wouldn't be picking my car up till the following Saturday. It ended up that my car had developed another fault so I was unable to pick it up. Ispoke to carrot and said I would have to suspend the insurance until I got my car back as I could not fill in the details for the app. They cancelled it and would only be refunded £37 out of the £160. I am now without a car until it gets sorted and £130 down. Thanks very much for your understanding and help Carrot will let everyone know how bad you are.Baz”

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Posted 7 years ago

“Took out insurance with these back in February under the impression there were no curfews (as clearly stated in a video on their site), however once I received all documents via email, I discovered that there were in fact curfews and that if you break any of these, your driving score is affected! Also, the blackbox installed appears to not be accurate: when I drive very smoothly, go slowly over speed bumps etc, I often get a slightly lower score for 'Smoothness' but when I don't drive smoothly, go over speed bumps faster etc I get a 10. Another problem with the box is how it marks my speed - I almost always do identical journeys at identical times at identical speeds, sometimes I get a 10 for speed, and then other times I get a minus for speed, despite me driving at the same speed on the same road! Overall, you get what you pay for, so my advice: Don't take the cheapest insurance when comparing. I will not be insuring any car with these again.”

Helpful Report

Posted 7 years ago

“They cancelled my insurance bad service”

Helpful Report

Posted 7 years ago

“DO NOT TAKE A POLICY OUT WITH THIS COMPANY. I called to cancel my policy which I was not happy with after a poor explanation of the Better Driver app and the fact I did not trust the company at all (with good reason it turns out) within the 14 day "free cancellation" as stated on my policy documents. Apparently the policy documents do not match what I have been told on the phone and although my documents clearly state that a full refund will be given within 14 days of taking out the policy, I was not given a refund. This is due to apparently my documents stating that the refund only applies to any extra products such as Legal Cover etc taken out woth Carrot, not the actual policy itself ... MY DOCUMENTS STATE THAT IT IS FOR THE POLICY IT HAS NO MENTION OF APPLYING ONLY TO EXTRA PRODUCTS. It is then that I look deeper into the policy and find a conflicting paragraph stating that I will receive a full refund, less any days I have been insured since the start date (fair enough) and a £30 admin fee will be deduced from the refund. SO WHY HAVE I BEEN CHARGED A £35 ADMIN FEE AND £75 POLICY CANCELLATION AS NOT STATED IN THE POLICY DOCUMENTS CLEARLY? Absolutely disgusting. I will not be recommending Carrot at all to anybody and wish I had researched the company better. I am in my 6th year of driving with 5 years no claims, and after being told I could not protect my NCD over the phone when taking out the policy, and reading on my policy documents that protecting NCD "is available for all covers but subject to qualifying conditions" I do wonder what on earth allows a person to have their NCD protected even after 6 years of driving! Again, something I was not told when taking out the policy that apparently do not qualify for protection - a load of rubbish as I can do this with many other companies perfectly fine. All in all, I am waiting for a phone call from a manager regarding a complaint about the policy documents wording as it is completely outrageous that a company can reword their policy to suit themselves, not give clear information when taking out a policy, and not giving any sort of explanation regarding a Better Driver app until the policy has been taken out and the information documents sent via email - by then, it is already too late and they have got you tied into a contract with them! Never ever again. Will not recommend. Pay that extra £100 or whatever and go with a company that is actually trustworthy and a big brand name. Terrible service.”

Helpful Report

Posted 7 years ago

Hi Victoria, please can you send us a private reply containing your policy details, We would like to discuss this further. with you. Thank you.

Posted 7 years ago

“DO NOT GO WITH CARROT. Rip off. Good luck if you need to change vehicle during the policy year because they wanted 500 pound from me JUST to change the vehicle then 350 pound a month!! That wasn't after both me and my boyfriend had called 5 TIMES!! and got cut off after being on hold over 30 minutes. Appalling customer service. ALSO BLACK BOX NO CURFEW IS A LOAD OF S**T, gives you minus scores if you go out after 10pm/before 7am, ridiculous don't advertise no curfew if you're going to score badly for it.”

Helpful Report

Posted 7 years ago

Hi Em, we would like to discuss this further with you. Please can you send us a private reply containing your policy details.

Posted 7 years ago

“AVOID!!!! MAY BE THE CHEAPEST PROCED CAR INSURANCE YOU ARE OFFERED BUT IT IS NOT WORTH IT BELIEVE ME. I SKIDDED AND CRASHED MY CAR, ONLY DANAGING MY CAR. THERE WAS A MASSIVE CONCRETE BRICK ON THE SIDE OF YHE ROAD (ONE THATS DIVIDED INTO 4 TO GIVE YOU SOME SORT OF IDEA OF THE SIZE OF THE BRICK) MY CAR SKIDDED AND WENT OF THE SIDE OF THE ROAD BUMBPING INTO THOS BROCK WHICH RUINED THE FRONT OF MY CAR. I CALLED YO ASK WHAT MY ACCSESS WAS AND THEY ASKED WHY AND UNBEKNOWN TO ME THEY STORED THESE DOCUMENTS ON THERE SYSTEM AND LEFT A CLAIM OPEN INCASE ANYBODY WANTED TO CLAIM. MAYBE THE OWNER OF YHE STRANDED CONCRETE BRICK LEFT IN THE MIDDLE OF NOWERE MAYBE? FIRST TIME GOING OVER THE SPEED LIMIT THEY ARE CANCELLING MY POLICY. 4 MONTHS PRIOR TO WHAT SHOULD OF BEEN MY FIRST UEAR NO CLAIMS! I CAN NOW NOT GET INSURED AS I AM ONLY 20 AND HAVE TO DECLARE MY PREVIOUS POLICY BEING CANCELLED FOR SPEEDING & MY SKIDDING ACCIDENT SNEAKILY DOCUMENTED ON THEIR SYSTEM. STAY WELL AWAY!”

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Posted 7 years ago

Hello Megan, please can you send us a private reply with your policy details. We would like to discuss this further with you. Thank you.

Posted 7 years ago

“😡avoid avoid avoid 😡Terrible company poor customer service rude staff no customer service just after young drivers money!! After my son being insured with them I would never recommend this company to anyone Much better company's out there Who are genuinely helpful and want new drivers to be on the road unfortunately this company is t one of them Disappointed is an understatement”

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Posted 7 years ago

Good afternoon Lesley, please can you send us a private reply outlining all of the issues. We would like to discuss this further with you.

Posted 7 years ago

“Terrible company avoid!!”

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Posted 7 years ago

Hello, please can you send us a private reply explaining your issues in full. We would like to discuss this with you.

Posted 7 years ago

“Absolutely awful Insurance company. They cancelled my insurance due to apparently "not receiving documents yet i sent them and i didn't get any emails/texts/phone calls to say that they did not get the documents before the described date. They then go and cancel my insurance on the 20th april WITHOUT Notifying me (so i was still driving) 7 days before (as ALL insurers do), They would normally send me a text witch they didn't so if i had been in a crash within that week i would of been screwed. I then FINALLY got a cancellation email on the 10th of May, 20 DAYS AFTER THEY OFFICIALLY CANCELLED IT. They then tell me over the phone that they sent me a text witch they didnt then the Carrot operator was completely rude over the phone so i escalated it to an official complaint. I myself am a young driver, this "Carrot" company say they strive on insuring young drivers, THEY DON'T. DO NOT GO FOR THIS INSURANCE COMPANY!.”

Helpful Report

Posted 7 years ago

Hi Ryan, please can you send us a private reply and can discuss this further.

Posted 7 years ago

“A family members car was written off and you over a period of time deducted from the value of his car because, unknowingly to him, it had already been written off before he had bought it. As you can imagine he was upset that he had been sold a car under false pretences. But he understood fully why you deducted from the payout. HOWEVER, you then force him to stay with your insurance company because of the 'open claim' or pay £1200 to leave - he was told to buy a new car to carry on his insurance. You then refuse to insure the car he bought because its 'too old' despite it having valid MOT and servicing. Nothing in your contract says a car can be too old to insure. So you are making him pay and stay with your insurance company but not insuring his car. Your suggestion was then 'just get another car' - for insurers who are meant to be good for young drivers you're pretty stupid. How is a young driver supposed to 'just buy another car'. That will be the third car in a matter of weeks, after you refusing to insure one because of its age. Not plausible for a 19 year old. Shame on you for causing added stress to a young driver in a predicament out of his control. It doesn't take much to show a little compassion and be of some use, instead of spewing ridiculous suggestions like 'buy a new car'. Im sure you could have been far more helpful and understanding with this situation. At this moment in time I would not recommend you as an insurer for any driver, and most definitely not a young driver. Its clear that your only concern is money, and you have zero interest in helping your clients. After people have had car crashes do you think they really want to be dealing with ignorance over the phone? You didn't even supply him with a replacement car after the crash, so he lost his job. Which makes the 'buy a new car' suggestion even more ridiculous. The whole situation has been dealt with very poorly, most unhelpful staff. Where is the compassion - you're an insurance company. You're dealing with people who are in unfortunate situations, it doesn't take much to be polite and helpful. Especially as you're being paid to do it. At least have the courtesy to pretend you care about your clients. And if you're not being paid enough to pretend, then do everyone a favour and find a job you get some satisfaction from or a job you are paid enough to pretend. Would be great if you trained your staff in the art of communication and people skills, instead of how to read off a script. I'm having to submit this and seek help from the other side of the world because there has not been anyone competent enough to help my brother in the UK over the phone. He is confused and upset at how this has been handled, and doesn't know what to do next. Id like someone to clear up this situation promptly, explain fully the ins and outs of why he cannot leave, why you will not insure his car, and come up with a valid solution or other options that don't involve 'just buying a new car'.”

Helpful Report

Posted 8 years ago

Hi Siobhain, please can you send us a private reply and we can discuss this further.

Posted 7 years ago

“TOTALLY INEPT COMPANY. A simple claim, vehicle reversed into the side of our car, after 4 months the company was contacted to find what was happening and we were told that the claim had gone through as we had accepted 50/50 responsibility (which we never did). The claim handler was told this and she said that they would deal with it. This morning we got a call asking if we had contacted the other party's insurance . When I phoned Carrott they asked me to call back which I did and was told that they were dealing with lots of calls so could not say when they would get back to me. Then they hung up while I was talking to them. THEY ARE RUBBISH !!!”

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Posted 8 years ago

“What went wrong? Everything, Carrot are the worst insurance company, one mistake I made., honest mistake trusting this insurance company will lead to me suffering for a full year. 7 journeys in 24 hours are you kidding me!!!!! the blackbox is dodgy, the company will always try pin you down no matter what. PLEASE DON'T JOIN, I PERSONALLY ASSURE YOU THEIR ARE BETTER COMPANIES OUT THERE”

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Posted 8 years ago

“Awful!!”

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Posted 8 years ago

“Everything! No respect on the phone, started laugh on the phone. Not professional and not helpful!”

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Posted 8 years ago

“Firstly i waited nearly 45 minutes on the phone just to get through to find out my problem was sorted in minutes! They are terrible to get on the phone especially if you are in a rush. Wouldn't recommend at all.”

Helpful Report

Posted 8 years ago

“Most horrible customer service I have ever experience Firstly 45 minute wait before I am connected to someone He answers and straight away states that he cannot help me with my problem and does not explain why but just states it's policy I ask to speak to another person he states there is nobody else to speak to I ask to speak to a manager, he puts me on hold talks to the manager and says he can arrange a call back in 2 hours I query that he just spoke to his manager so why not put me through states that the manager will just give me the same answer so there is no point this goes on for another 10 minutes until they hung up on me SO NOT RECOMMENDING MY FRIENDS WHO JUST PASSED HERE !!!”

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Posted 8 years ago

“Ok value (if you can class quad figures as ok) but badly worded contract. It states that only 7 journeys a day will be aloud before scores start getting dropped and only journeys above 1 mile will show on the app or on the website. It leads you to believe that you can make short journeys/manoeuvres at no cost but things as little as moving your car out of the garage, or from the street into a parking spot, essentially safe keeping and looking after of the car, will drop scores. The contract sneakily redefines "journey". Now i thought a definition was a definition, so a journey is the act of travelling from one place to another. Based on that i certainly wouldn't class a 0.0 mile "journey", where the car the car hasnt moved an inch, as a journey but carrot do and they abuse this to rate down usage scores and reduce quarterly reward and renewal discount, making an ok value insurance, bad value. Before I had carrot, I had More Than, same telematics box, same system, but more than would remove the 0.0 mile "journeys" and amend the score. I tried the same with carrot, persisting with 3 attempts to get my scores corrected and each time got told no for bad reasons and had the following question dodged; "Why is information that affects my scores and hence quarterly reward and renewal price, being hidden from me?" Overall i thought i had a bad experience with More Than, but having been with Carrot, don't buy Carrot New Driver, get More Than Smart Wheels. Same systems, similar rules, similar prices, but far better customer services.”

Helpful Report

Posted 8 years ago

Carrot Insurance is rated 3.8 based on 3,599 reviews