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

“The issue that I raised with carrot live talk has not yet been resolved. I am utterly disappointed that I have not been able to see an updated driving score on my app for weeks and I have raised this issue several times.”

Helpful Report

Posted 5 years ago

Hi. I'm sorry you've been having problems with the app. I’d like to investigate this for you, would you be able to please contact us using LiveChat? If you would prefer to talk over the phone you can request a call back and someone will call you.

Posted 5 years ago

“although they offer the best price on most comparison sites, I could not advise anyone more to not go with carrot, the black box policy is so strict and cancelled my policy when they came to fit the box as they said my window tints that came on the car were modifications and they were not declared. as my policy was going to be cancelled I cancelled it myself and got charged a massive fee which I am still paying to this day, customer service phone lines are slow and not helpful and the live chat is just as bad. I would NOT recommend carrot insurance to anybody they have low insurance prices but sting you with high fees for everything else!”

Helpful Report

Posted 5 years ago

Hi Finn, 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

“Awful service”

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Posted 5 years ago

“Difficult to get hold of, calls are never given even when you request one. Staff seem to be very rude. The drivers app never works.”

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Posted 5 years ago

“Sent 3 complaints, not heard a thing”

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Posted 5 years ago

“Customer service is all online trying to get a call back is like getting blood out of a stone. They don’t seem to want to help and all give the same answers like they are robots. App doesn’t work properly and you received two treats a Halfords voucher for £3 and costa voucher for £3 don’t be fooled by treat it’s not worth it. It is a company for making Money they don’t care about their customers. Stay away at all costs.”

Helpful Report

Posted 5 years ago

“Please avoid this company. Even if getting an app sunds easier than having a black box installed, it is not worth it. Unfortunately it's not possible to give zero stars. Instead of writing a huge rant (because I've just had to write one out on email to complain to them), I will summarise. 1. Hidden charges everywhere you look. I got charged £30 because I put one single number wrong on a form once. £30! I wasn't warned there would be a charge if there were any mistakes. Why did I even need to fill in the form if they had access to the information and they were going to charge me anyway? Probably so I would make a mistake and they could make money. 2. I also got charged a ridiculous amount of money to cancel my policy (which I was not warned would be the case when I cancelled) and they straight up refused to email me with a bill. Instead I just got a text telling me I owed them money. 3. You can only contact them through a live chat, which is only open till 6pm. Not great if you work 9-5 as most people do. They're also very slow at replying and not particularly helpful when they do reply. 4. The Wingman does not work and they will threaten to cancel your insurance because of this! My wingman broke so many times and when I would try to get a new one, I would have to go out of my way on the live chat to find out that I was not being sent a new one and I would have to find some other way to fix it. Did I mention they'll threaten to cancel your insurance if it doesn't work. Overall, this company turned me into a Karen - the sort of person who wants to shout at innocent employees who are just trying to do their job. But seriously, don't waste your money, find a more reputable service provider.”

Helpful Report

Posted 5 years ago

“USELESS! Cancelled my policy as new car, cheaper policy without black box. Claimed my points on an amazon voucher 6 days later. Chased this, was transferred to 3 different advisors, to be told I have to wait a few more days! Absolutely useless company and so unreliable.”

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Posted 5 years ago

“There is always an issue with the app. It can never track my journeys even though I follow all instructions and then the app always wants new photos even though all info has been provided”

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Posted 5 years ago

“The app doesn’t run correctly, it carries your journey for upto 12 hours and logs it as a minus score. You cannot physically talk to someone as it is all done on the live chat. In some ways, the live chat is great but some times you just need to physically talk to someone and to not even have the option is appalling! I’m really disappointed and have been mis-sold my insurance policy!”

Helpful Report

Posted 5 years ago

Thank you for getting in touch. I'm sorry about the experience you've had with us so far. If you'd like to discuss this further do get in touch with us on the LiveChat. We will arrange a call back for you if you'd prefer to discuss the issues with your app over the phone.

Posted 5 years ago

“App is unreliable”

Helpful Report

Posted 5 years ago

Hi Dylan. I'm sorry if you are having some issues with your app. Please can you contact us on Live Chat and we can help you with this.

Posted 5 years ago

“If I could give no stars I would! Asks for driver and named driver to continuously have Bluetooth on, and so recorded you in other cars , busses and trains. Absurd idea. They messed up on day one, having revireded my son driving when he was in fact in work and had been for three hours. No phone to call and speak to anyone. Want you to “live chat”. Completely amateurish. Pathetic, waste of a company. Please, please avoid. The “good” reviews are written by their own staff I’m certain. My son is cancelling after only one day with them. Big mistake on our part going for cheaper insurance. Rather pay extra for a proper company. I am livid.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Kelly. I would like to look into this for you more. Can you please get in touch with us via the Livechat and we can look into this for you.

Posted 5 years ago

“Been awful to start with. Problem with the app so I got threatened for cancellation. Than they say my mum (named driver) has claimed when she hasn't. Crazy stuff this!”

Helpful Report

Posted 5 years ago

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

“An absolutely awful company, avoid at all costs. I went with it because I'm a student and it was the cheapest for me. If during your cover anything goes wrong, then you will absolutely regret taking out the cover in the first place and it will end up costing you more than if you would have gone with a decent company in the first place.”

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Posted 5 years ago

“The charges incurred after taking out the policy due to slightly different dates on information are obscene!i get charge for this but your letter informing me has a date of 6/8/19 when policy wasn’t taken out till October, the phone number you have to call is in effect obsolete as it refers you to a web service which is obviously an old letter, so your communication to me is out of date but no penalty for you but £150 so far to me!! The web service is too slow and a verbal conversation would be over in 5 to 10 minutes but due to this system it takes nearly an hour! The insurance cost is good but it looks and feels like you put out a cheap price in the hope you can find anomalies to make up the premium price quoted. I have never experienced anything like this for any other policy I have taken out and wouldn’t take another policy or recommend as a result. The Bluetooth tracker system is also an issue we are still trying to resolve As it doesn’t seem to connect us all properly and keeps disconnecting and as you seem to charge for anything it’s causing us more anxiety with threats of cancellation or more charges, never exPerienced anything like this before!!”

Helpful Report

Posted 5 years ago

Hi Cameron, thanks for getting in touch. When you are quoted a policy price, this is partly based on the amount of driving experience you have which is why there is a charge when the we need to correct this. If you are still experiencing issues with the app please do get in touch with us on LiveChat and we'll be able to look into this for you.

Posted 5 years ago

“The app hardly works- can never get hold of customer service”

Helpful Report

Posted 5 years ago

Thanks for getting in touch. I’m sorry to hear you've struggled to get through to us. You should be able to speak to us using the Live Chat service on our website Monday-Friday 8:30-6pm and Saturday 9-1. Please be aware that Mondays are our busiest day so wait times can be longer than usual.

Posted 5 years ago

“Little to no customer service, also the app doesn’t work”

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Posted 5 years ago

“Carrot smart app doesn’t work, stresses you out when it doesn’t record your journeys as then the insurance company will say your insurance is invalid. Really hard to get a hold of someone, especially through the online chat. Can’t express frustration and concern over text. Had to make contact about 8 times before someone took my app problems seriously, they tried to blame my iPhone and say it was old iOS causing the issues when it was not.”

Helpful Report

Posted 5 years ago

Hi SK, 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

“Terrible company. Discriminates against young drivers”

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Posted 5 years ago

“My wingman device hasn’t been working for a long time. I messaged about 3 weeks ago, and I was told to give it a few days and message back, I messaged back about 2 weeks ago and have had two replies just asking me if there was a green light, both messages about a week apart, and I am still waiting on a response”

Helpful Report

Posted 5 years ago

Hi Niamh 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 contact us from 8:30-6pm Monday to Friday or Saturday 9-1 you will be able to talk to an advisor.

Posted 5 years ago

Carrot Insurance is rated 3.8 based on 3,598 reviews