1. How is my predicted mileage monitored during my policy?

We monitor your mileage on an annual basis. If you are at risk of exceeding your annual mileage allowance or are predicted to double your allowance within the first 50 days, we will contact you.

2. What happens if I’m predicted to exceed my annual mileage within the first 50 days?

If we predict that you’ll drive double your annual allowance within the first 50 days of your policy, you must purchase Top Up Miles (TUMS). You’re required to top up at least 50% of the excess mileage predicted, or your policy may be cancelled.

3. Can you give an example of the top-up requirement if I’m over my mileage?

Yes. For example, if you have an allowance of 10,000 miles but are predicted to drive 20,000 miles, you’re exceeding your limit by 10,000 miles. You must top up by at least 5,000 miles (50% of the excess).

4. How do I purchase Top Up Miles (TUMS)?

You can top up your miles by calling us on 01704 339200 or by using our Customer Portal.
Sign in to Carrot Customer Portal.

Our opening hours are Monday–Saturday 09:00–17:30.

5. Is there a fee for topping up my miles?

Yes. The premium increase of your miles will be calculated at point of purchase & is based on your driving score, you can use your Carrot Better Drive App to monitor your driving score. Alongside this, there is also a £30 non-refundable administration fee.

6. What’s the maximum mileage I can have on my policy?

The maximum mileage limit for any one period of insurance is 30,000 miles.

7. How is a refund calculated if I cancel my telematics policy within the first 50 days?

If your policy cancels due to you having exceeded your mileage allowance, or if you have made a claim, or a claim has been made against you, you will not be entitled to a refund.

If your policy is cancelled for any other reason and is cancelled within the first 50 days, your refund will be calculated based on the remaining days on your policy. You will also be charged a total of £109.00 – a £75 Cancellation Fee and £34 device fee (for further information on fees please check your terms of business agreement). If you pay by monthly instalments, your refund will be used to reduce the amount owed on your finance agreement.

8. What happens to my refund if I cancel after 50 days?

If your policy cancels due to you having exceeded your mileage allowance, or if you have made a claim, or a claim has been made against you, you will not be entitled to a refund.

If your policy is cancelled for any other reason, and is cancelled after the 50 days, your refund will be based on whichever is the lesser amount from calculating the refund on both: the remaining days or remaining miles on your policy. You will also be charged a total of £109.00 – a £75 Cancellation Fee and £34 device fee. If you pay by monthly instalments, your refund will be used to reduce the amount owed on your finance agreement.

9. Am I entitled to a refund if my policy is cancelled due to exceeding my mileage allowance?

No, if your policy is cancelled because you exceeded your mileage allowance, you will not be entitled to any refund.

10. What should I do if I receive a warning about my mileage?

You must top up your miles if instructed to do so, either by phone on 01704 339200 or via the Customer Portal
(Sign in to Carrot Customer Portal),
to avoid cancellation of your policy. Our opening hours are Monday–Saturday 09:00–17:30. If your policy is due to be cancelled you will receive notification of this by email.

11. What happens if I do not purchase the required top-up miles after being notified?

Unless there are any exceptional circumstances, if you do not buy the minimum required top-up miles after being notified, your policy will be cancelled. This ensures that all policyholders stay within their agreed mileage limits and maintain valid cover.

12. Will I receive updated reminders if I approach my mileage limit later in the policy year?

Yes, we will continue to monitor your mileage throughout the policy term. If you are predicted to exceed your allowance at any point, we’ll notify you so you can top up your miles as needed.

You can monitor your mileage throughout the policy year using the Carrot Better Driver App. You can also call us on 01704 339200. Our opening hours are Monday–Saturday 09:00–17:30.

13. If my policy is cancelled and I still have miles remaining, will I get a refund for unused miles?

This will be reviewed on a case-by-case basis, if this occurs please contact us on 01704 339200. Our opening hours are Monday–Saturday 09:00–17:30.

14. Do I need to pay for top-up miles immediately upon being contacted, or do I have some time?

You are required to purchase the necessary top-up miles promptly after being contacted. Delaying your purchase may result in policy cancellation if you do not comply within the timeframe provided.

15. 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 call our customer service team on 01704 339200. Our opening hours are Monday–Saturday 09:00–17:30. Or use the Customer Portal (Sign in to Carrot Customer Portal) for guidance and support regarding your mileage or top-up process.