How can we help you?
Welcome to Carrot’s help and support page. Select a category or search your query to get started.
Cancellations
Can I cancel with an open claim?
Yes. However, if you are due a refund, this will be held back until the claim is closed.
If you are found to be at fault when the claim is closed, you won’t receive a refund and will be required to pay the outstanding balance of your insurance policy.
To request a cancellation, please use our cancellation form.
Do I have to cancel my policy if I don’t want to renew?
If your policy is set to auto-renew, you can opt out of this at any time throughout your policy. You will need to contact us before the end of your policy if you want to stop it.
To ensure you get your full year’s No Claim Discount, your policy will continue running until the end of your policy year, unless you need us to cancel immediately.
I want to renew but my details have changed
Don’t worry! Contact us to update your information. Our team will let you know if we can offer a price based on your new info.
It’s important that you update your details before your policy renews, so that we can ensure your policy is valid.
What happens to the telematics device if I cancel?
If you have a self install (Theo) device, please remember this is required to be returned for recycling. Please be aware that your Theo device contains a battery so can’t be disposed of with your household waste.
For hard fitted devices, we don’t continue recording your driving data after cancellation. But if you want to remove the device, please take it to a suitable recycling centre.
If you have a hard fitted device and would like an engineer to remove this for you, please contact us and we can arrange an appointment for you. Removal will be charged at £50. You don’t need to return the device after cancellation.
Useful links
Manage policy
Need to make a change? Update your details and manage your policy online.
Make a claim
Reporting an incident? We’ll help you get your claim started as quickly as possible.
Upload documents
Got documents to send us? You can upload them here quickly and securely.
Quick answers to the usual questions
Can’t find what you’re looking for? Our help centre has 50+ short articles or use our virtual assistant.
What if I change my car?
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.
What should I do if my car is going in the garage?
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.
What should I do if my Theo device doesn’t look securely fitted?
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.
How often do I need to charge my telematics device?
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.
Why have I been asked to complete a tamper form or send photos?
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.
I’ve been asked to reset my telematics device, how do I do that?
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.
How do I return my device when my policy has finished?
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.
What if I want to make a change to my policy?
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.
Couldn’t find what you were looking for?
Chat with our virtual assistant or contact our team – we’re happy to help.