Read about Carrot to see if their car insurance for learners or high risk drivers might be suitable for you. Find out how Carrot features compare and how existing policyholders rate Carrot's customer service.
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In This Review
- Carrot Car Insurance: Overall Review
- Customer Reviews and Ratings
- Administrative and cancellation fees
- Phone numbers and policy documents
Carrot Car Insurance Overall Review
Carrot is a telematics car insurance broker, which stands out as drivers who demonstrate good driving are able to earn rewards (e.g., points you can turn into high street e-gift cards to retailers that might include Spotify, M&S, Pizza Express, Starbucks, Asos or Amazon.co.uk).
While the rewards might be enticing, consumers should be aware that Carrot policies are missing some recommended features and is the only company we've come across to date which does not make the Policy Wording available to consumers on their website—making it impossible for a customer to know exactly what they're getting before they sign up.
Carrot offers two types of policies, both of which track of your journeys, but in different ways. The Better Driver plan uses an iOS or Android app to track driving style, while the New Driver plan involves having a black box fitted to your car to track your journeys.
|Carrot Car Insurance Policies|
|Better Driver||iOS or Android App|
|New Driver||Black Box|
Carrot has won many innovation awards, such as the Prince Michael International Road Safety Award and the Insurance Technology Awards, but that doesn't mean their technology is without fail. Many customer complaints are related to the telematics recording journeys that never happened, or for instance the app recording a bus ride as a car ride.
Potential customers should be aware that some administration fees are higher than you'll find with other companies, which is important to keep in mind especially if you anticipate changing your car or canceling your policy (e.g., because you see your car and don't get a new one).
Policies are underwritten by three of the biggest UK car insurance companies:
Unfortunately, Carrot does not make their Policy Wording publicly available on their website, so we were unable to review their features in detail. Their site does say that you can add motor legal for £22.40, including IPT tax and one of 3 levels of breakdown cover ranging from £57.50 to £90. We tried to get the information we needed from the web chat, and display the information we received in the table below.
|How Good is Carrot Car Insurance?||A Good Policy Includes||Does Carrot Deliver?||Carrot Comprehensive Black Box Coverage|
|"Must Have" Features|
|Windscreen||Full repair or replacement||Included|
|Belongings||£200+||Up to £250|
|Keys||£300+||If you buy the add on|
|Protected NCD||2 times in 3 years (standard or optional extra)||Not available|
|Car recovery after accident||Included||Included|
|Courtesy car (repairs)||Minimum 14 days||Included|
|Repairs guaranteed||12-month guarantee||Not Included|
|"Should Have" Features|
|New car replacement||Theft or damage at least 60% of list price; cars up to 12 months old||Included|
|Stereo and satellite nav||Market value for manufactur fitted||Included|
|Alternative transport & Hotel after accident||£250+||Not included|
|24-hour emergency helpline||Standard||24/7 claims line|
|Courtesy car (total loss or theft)||Standard or add-on extra||If you buy the Guaranteed Hire Vehicle Cover add on|
|Motor legal expenses||Standard or add-on extra||If you buy the add on|
|Breakdown cover||Standard or add-on extra||If you buy the add on|
|"Could Have" Features|
|Same cover in EU||Standard or add-on extra||Not available (only the minimum cover provided)|
|Child car seat replacement after accident, theft, fire||Ideally replaced even if no visible damage|
Covered although we couldn't confirm if covered when there's no visible damage
|Larger/premium courtesy car||Standard or add-on extra||Not available|
|No fault NCD protection||Standard||Not available|
|Uninsured driver NCD protection||Standard||Not available|
|Cancellation fee||No more than £50||Varies from £35 to £75|
Carrot Car Insurance Customer Service Reviews and Ratings
|Carrot Ratings & Customer Reviews|
|Trustpilot customer service rating||3.2 out of 5|
|Reviews.co.uk||3.6 out of 5|
Carrot Trustpilot Reviews
Carrot has been rated with 3.2 out of 5 starts by customers on Trustpilot by close to 2,000 customers, with 3.5 out of 10 customers saying Carrot is "Excellent" and another 3 out of 10 saying it is "Bad." Here are examples of positive reviews to give you an idea of what people like about Carrot:
"I used the online live chat service twice to ask questions about my insurance policy, both times the response was very quick answered my questions very clearly."
"Amazing service and very cheap to start your driving career! Customer service is easy to get in touch, live chat is even easier!"
"Being able to submit details and pictures throughout the app is very useful and saves a lot of time."
"... It’s also great being rewarded with points towards gift cards. I have recommended Carrot to so many of my friends and will continue to use carrot in the future."
"Good customer service, easy app, good prices."
The negative reviews mostly center around frustrations with communicating with customer service (e.g., chatting with a web bot) and the black box and app working incorrectly (e.g., recording journeys you haven't taken, journeys on the bus, etc.):
"The app does not work and didn't record my journeys for the entire year throughout my policy. Was told it would be fixed and never was..."
"The better driver app kept crashing 10/12 times a day... Not to mention it failing to accurately record my journey (speed, journey itself etc), often it wouldn't even record at all. Over 200 bad reviews on app stores all for the same issues, over a year and still not fixed."
"The online chat is tedious and slow and doesn't give much help..."
Carrot Reviews.co.uk Reviews
Customers have given Carrot as similar ranking on Reviews.co.uk: 3.7 stars by 2,800 customers. Here is a sample of real customer comments:
"Thoroughly recommend Carrots - and indeed I have done to friends. Very competititive insurance quotes, user friendly app, good customer service."
"Price is really good and black box was fitted on the date it was supposed to."
"Live chat is very useful, had a few issues at the start of my coverage with the app but they where able to be sorted relatively quickly using it."
"Always somebody available to chat online or speak to on the phone. Sorted out my queries quickly and claims were dealt with smoothly."
"... worry of policy cancellation for an error as simple as forgetting to turn on the blue tooth on your phone..."
"... Unfortunately, the app seems to penalise you for driving at night, for driving longer distances (where you are more likely to encounter other drivers and have to respond to their nonsense!) and on faster roads (over 30mph!). There's no way of you arguing with the rating and you get a maximum of 4 Reds before your policy is cancelled."
Cancellation & Administration Fees
Carrot charges quite a high cancellation charge for policies canceled within the first 14 days of a policy start date—£75. This is higher than average, but if you don't intend to cancel your policy then it won't be a problem. Be aware that canceling a renewed policy will set you back £70, so if you don't plan on renewing then notify them before the deadline. Besides policy arranging fees of £35, you'll also need to pay an admin fee to make changes such as adding a driver or changing your car. Those with a New Driver policy pay a whopping £150 to change their car due to needing to refit the black box.
|Carrot Fees||New Driver||Better Driver|
|Policy Arrangement fee||£35||Up to £35|
|Cancellation within 14 days of policy start date||£75||£75|
|Cancellation after 14 days of policy start date||£35||£35|
|Cancellation of renewed policies||£70||£70|
|Changing your details during the policy year||£35||Up to £35|
|Changing your car during the policy year||£150||Up to £35|
Important Carrot Car Insurance Phone Numbers
Unfortunately there are no customer service phone lines with Carrot. Customer service can be contacted through their LiveChat feature Mon-Fri from 8.30am – 6.00pm and Sat from 9.00am – 1.00pm, but they're closed on Sundays. The claims line is open 24/7, as with most car insurance companies.
|Carrot Car Insurance Contact Numbers|
|24 Hour Helpline|
|Claims||0333 355 2990|
|Breakdown Recovery||0333 355 1999|
|Black box installations||0121 332 1223|
|Auto Windscreens||0800 587 6817 (0800 068 5710 for Zurich)|
To find out more about the conditions and exclusions, read the Acorn policy documents.
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