How can we help you?
Welcome to Carrot’s help and support page. Select a category or search your query to get started.
Thinking of joining?
Can I earn no claims discount with Carrot?
Yes, and we’ll apply this when calculating your renewal premium.
Can I get a quote if I haven’t bought the car yet?
Yes – click here to get a quote.
Can I pay monthly?
Yes. You can either pay for your insurance for the year in full with a single payment, or by monthly instalments.
As Carrot are a broker and not a lender and depending on your policy type, we can arrange a credit agreement to help you spread the cost over monthly instalments. Full terms and conditions are available on request.
How does Carrot Insurance Services work?
When you take out a policy with Carrot Insurance Services, you will be given a black box (or telematics device) and access to our smartphone app. The black box will be fitted to your car, and the app will be downloaded to your phone. The black box or app will track your driving behaviour, including things like your speed, acceleration, and braking.
How private is the data recorded by my Telematics device?
We’re serious about privacy. The data recorded by your Telematics device remains private.
Is Carrot Insurance Services right for me?
Carrot Insurance Services is a good option for drivers who are looking to save money on their car insurance and who are willing to drive safely. If you are not comfortable with your driving behaviour being tracked, then Carrot Insurance Services may not be the right option for you.
What are the benefits of Carrot Insurance Services?
There are many benefits to taking out a policy with Carrot Insurance Services, including:
- You will be given a black box (or telematics device) and access to our smartphone app.
- You can check your progress using the app or online dashboard.
- You can drive safely to get a positive (green) driving score.
What is a Telematics policy?
Telematics insurance can reward safe driving. Telematics insurance is ideal for drivers aged 17-24 years of age, who may be considered a higher risk by insurers due to their lack of motoring experience. The Telematics device monitors driving behaviour and could reward you with cheaper insurance premiums.
Is Telematics Insurance Worth It?
The benefits of Telematics insurance with Carrot include:
- Access to a dedicated UK-based call centre
- Theft tracking if your car is stolen
- Direct telephone, text, and email alerts
Why Choose us for Your Telematics Insurance Quote?
We are specialists in insurance for young drivers and with over 40 years of experience in providing personal vehicle insurance to UK drivers you are in safe hands. If you are considering Telematics car insurance to see how much you could save, then follow the steps below:
Obtain a quote
You can start a quote online and obtain a figure in minutes. Alternatively, you can contact us to speak to our dedicated insurance.
Purchase the policy
You can buy online or over the phone and once purchased you will receive complete guidance on your Telematics device installation.
Drive with confidence
Once installed you can drive as normal and a member of our young driver insurance team will contact you with any important updates about your driving.
Telematics Mileage Explained
When you purchase Telematics insurance from Carrot, you will be allocated a declared number of miles which you can drive within any one period of insurance – the period of insurance is your policy term which will run for 12 months.
In the event that you expect to travel more than this, please contact us to purchase Top-Up Miles. These Top-Up Miles will then be added to your mileage allowance, meaning you can then drive further within the allocated period and not incur a penalty (as long as the Top-Up Miles are not exceeded).
The maximum mileage limit for any one period of insurance is 30,000 miles.
What is telematics?
‘Telematics’ is just another word for the technology we use to record your journeys and driving style.
Using some smart motion sensors and other clever gizmos, Carrot’s telematics device collects and sends journey information to us.
It measures things like acceleration, braking, swerving, and the number and length of journeys that you make. We use this information to calculate your Driving Score.
What should I do if I have questions or need help with my mileage or top-up process?
If you have any queries or need assistance, please contact us.
Our opening hours are Monday–Saturday 09:00–17:30.
Or use the Carrot Customer Portal for guidance and support regarding your mileage or top-up process.
Who is Carrot Insurance Services?
Carrot Insurance Services is a car insurance company that uses a black box or a smartphone app to track your driving behaviour. You can find out more on our About Carrot page
Why don’t Carrot offer cover for modified cars?
No doubt about it, negotiating your first year of driving is tough, and sometimes it’s easy to fall into the trap of buying a modified car.
Ask most people what they consider to be a modification and the answer you’ll receive is ‘huge spoilers and blacked out windows’. Both correct, but a modification is any change to a vehicle that wasn’t part of the original specification, like non-standard alloys, stereos and even stickers.
Purchasing a modified car can cause problems further down the line, such as invalidated insurance – and no one wants that.
Other problems owners of modified cars can face are:
- DIY modification projects can make the vehicle unsafe to drive
- Performance-enhancing aspects of a car can cause more damage in a crash, putting you at higher risk of injury
- Heavily modified cars are prime targets for thieves (and vandals, sadly)
These problems mean modified cars are a no-go for a lot of insurance companies (us included) and it’s good to know before you buy your first car, or any used car, what to look for to avoid any nasty surprises when your box is fitted.
First, look for the obvious. Are the wheels a different make to the vehicle itself? Do the alloys look painted or overly large? Can you see through all the windows to look inside the car?
Granted not all modifications are as easy to spot, but if something doesn’t seem quite right to you feel free to ask the owner or garage you’re planning to purchase the car from. If you aren’t able to do that you can always head to trusty Google! Search the spec of vehicle you’re looking to buy and see – do the images reflect the car you’re looking at buying?
If you’ve checked all of the above, but you’re still unsure, get in touch and we’ll be happy to assist.
Will I be covered outside the UK?
Yes. If you’re planning a holiday road trip to Europe, we’ve got you covered!
Some rules apply, so if this is important to you, get in touch before you buy. Our team will be happy to help.
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.