If you’re thinking about changing your car, please contact us before buying the new vehicle so we can check whether we can continue to cover you. You can make up to 5 vehicle changes during your policy term.

If your vehicle change is accepted, keep your Theo device and we’ll arrange for a replacement cradle to be posted to you.

Once it arrives, reinstall the same Theo device with the new cradle and upload a fitment photo to the Better Driver by Carrot App within 48 hours.

If your car is going into a garage, make sure they know a telematics device is fitted to the vehicle. You'll still be responsible for any journeys recorded while it's there.

If the car is booked in for repairs, please let us know beforehand and share the garage's details with us. That way, we can review your policy if any driving events are recorded during that time.

If you notice that the device isn’t securely attached, please get in touch with us and we’ll let you know what to do next. The device needs to stay correctly fitted to work properly, so don’t try to move or refit it without speaking to us first.

In winter, you should charge your device once a week for up to 8 hours, until you see a green light showing it’s fully charged. In summer, the solar panel gets more light, so you’ll usually need to charge it less often – only when you receive low‑battery reminders. Keeping the device charged ensures your journeys are recorded properly.

We’ve received a tamper alert, which means the device has detected movement while it wasn’t being driven and may have been removed or disturbed. Please complete the tamper form and upload a clear photo of the device on your windscreen in the Better Driver by Carrot app so we can check it’s fitted properly.

First, charge your device for 8 hours until it's fully charged. Then press the reset button as shown in the reset instructions we sent you by email.

You will receive an email from ThingCo to book a support call, alongside any reset requests we send you. Keep an eye out for your email to book a slot and a member of the ThingCo team will be in touch to help.

When your policy ends, ThingCo (your device provider) will send you a prepaid returns package. Put the device in the package and post it back. Returning your device helps us reuse and recycle equipment and reduces waste.

You can make changes to your policy online using the Customer Portal or by calling our customer service team on 0208 629 3308 (Monday–Saturday, 09:00–17:30).

To log in to the Customer Portal:

• Click the portal registration link in your Welcome Email or Letter, or use the registration email sent to you separately.
• Enter the email address you used to set up your policy.
• Create a password using the link we send you to verify your email.

You can then log into the portal with these details throughout your policy. If you change your email address, you’ll need to repeat this registration process with the new email.