We hope you'll find the answer to any question you might have below but if not, drop us an email to firstname.lastname@example.org or message us on Facebook and we’ll get right back to you. Alternatively, just give us a call on 0333 355 1725 and we’ll do our best to help.
Put simply, telematics is the transmission of data over long distances using a device similar in size to a mobile phone, and using similar technology to a mobile phone to relay information to a computer. A number of insurance providers, like Carrot, have introduced this technology to help create a new type of low-cost car insurance for young drivers. Using some smart motion sensors and other clever gizmos, Carrot's telematics device (ours is called an 'i-box') gets installed in your car to collect and send information about your driving style. It measures things like acceleration, braking, swerving, and the number and length of journeys that you make. We then take this information and categorise it into three categories – Speed, Smoothness and Usage – that are then combined to give you an overall Driving Style score. And it's this score that gives you the opportunity to earn rewards for driving safely and responsibly.
What data does the Carrot device record?
The i-box that gets installed in your car transmits data about various aspects of your driving style, such as speed, acceleration, braking, cornering, swerving and usage patterns. We then translate this data into a Driving Style Score measured against Smoothness, Speed and Usage. The i-box also uses 'black box' telematics technology to enable your car's GPS location to be identified in the unfortunate event that your car gets stolen.
Will my insurance be at risk if I break the speed limits?
Minor incidences of excess speed will certainly have a negative effect on your Driving Style Score, and mean you fail to earn rewards. Persistent and excessive speeding will not only really harm your score and endanger others, but in really extreme cases it might lead to us cancelling your insurance policy.
If I had an accident and the i-box got damaged, would I need to pay for a new device?
Because in the vast majority of cases the 'i-box' is fitted behind the dashboard inside the vehicle cabin, the chances of it getting badly damaged in a crash would be minimal. Even if it did, you wouldn't have to pay for a replacement, as the cost of the new i-box would be classed as a repair cost, which would be covered by your Carrot Insurance policy. If you change your vehicle after a total loss claim, you may have to pay for a new box to be fitted depending on the outcome of the claim.
Can the i-box be fitted to all cars?
Yes. The installation and activation of your i-box is quick and easy, and usually takes one of our experienced mobile technicians less than an hour, at a location of your choice. It's a small unit that tucks neatly away out of sight and has absolutely no effect on the operation of your car in any way.
When is the i-box installed?
Although you're insured to drive from day one, you need to get your i-box installed and activated within two weeks of your cover start date. As soon as you take out your policy, we'll notify our Installations Team who will then contact you to arrange a convenient time and location for your i-box installation appointment. If you've not heard from them for any reason, you can give them a call on 0121 332 1223 to make sure your i-box is fitted within the two week period.
What do I need to do when the installation technician turns up to fit my device?
Our installation engineer will request to see your photo card driving licence and if applicable, proof of your No Claims Discount so they can take a photograph of it to send to us. If you would prefer, you can send your driving licence and NCD proof sooner by email to us at email@example.com. Whichever way you choose we do need to receive these documents by day 21 of your policy as any delay may result in the cancellation of the policy. Then just hand the installation engineer your car keys so he can fit the i-box. He'll also take some photographs of your car and then have a quick look over it to check its roadworthiness, and ensure that there aren’t any modifications to your car, as unfortunately we cannot insure any car that has been modified in anyway.
What effect does having more than one driver insured on the car have on the way my policy works?
Whilst it will have an effect on your premium, it is possible to have multiple named drivers on your policy. It's worth bearing in mind though that as clever as it is, our i-box can't distinguish one driver from another, so the driving behaviour of the other named insured drivers will affect your Driving Style Score.
How do I get cheaper insurance with Carrot?
Your policy requires you to have one of our i-box telematics devices fitted to your car, supplied to you at no additional cost by Carrot and installed totally free of charge by one of our friendly, professional mobile technicians. Once the unit is activated, it will transmit your Driving Style data every time you make a journey, which you'll then be able to view in your very own, personalised, secure area of our website – www.carrotinsurance.com/mydashboard. Here, you'll be able to check on your Driving Style Score, get tips on how to improve it and drive more safely, with our video tutorial and check on any rewards you've earned for improving your score. We want you to get the most out of being insured with us so have developed a useful online tool, which will maximise your potential to earn rewards. Our ‘Watch, Earn, Learn’ video tutorial gives you lots of tips on common driving situations that are likely to affect your score. It shows you how to keep your Driving Style Score ‘in the green’ and potentially earn you some of your premium back in rewards. Oh, and it helps to make you a safer driver too!
How do you calculate my insurance premium?
To calculate the price of your annual insurance premium, we need to use some of the standard risk/rating factors applied by our industry - including your type of car, driving experience and where you live. After this, as long as your policy details remain the same, your premium will not go up by a single penny for the rest of your policy year, unless you choose to buy any Top-Up Miles.
Why have I been asked to specify how many miles I expect to cover during the year?
The theory is that the more miles you travel, the greater the chance of you being involved in an accident, so the higher your annual premium is likely to be. We know that it can be hard to predict your mileage, especially if this is your first car insurance policy. To help you out, within the first 30 days from the start of your policy you can buy additional miles at the same price as when you first purchased your policy. When you have the i-box fitted your dashboard will record your miles, and based on the current usage you can see if you are predicted to travel more miles than you have purchased. If this is the case and you are still within the first 30 days of the policy, give our Customer Service Team a call on 0333 355 1725 option 2 and we can give you an ‘Inception miles’ quote as it will be much cheaper than buying Top-Up Miles later on.
What do I do if I find I need to increase the annual mileage covered by my policy?
It's easy to buy Top-Up Miles if you think you're going to need more than the annual mileage you stated when you took out your policy. Just give our friendly Customer Service Team a call, and they'll quote you the additional cost for the Top-Up Miles you need. Once again, to give our customers the fairest possible deal on their car insurance, we use your Driving Style Score to calculate the rate that your Top-Up Miles should be charged at – so once again with Carrot, it pays to be a safe, responsible driver.
If I go over my annual mileage and forget to buy Top-Up miles, what happens?
Don't worry. Before you reach the annual mileage you stated when you took out your policy, our Customer Service Team will contact you with a reminder, and you can buy your Top-Up Miles over the phone there and then. If you go over your stated annual mileage and carry on driving for too long without topping-up, bear in mind that your policy could become invalid and get cancelled.
Can my insurance go up in price?
In short, no! This is a big difference from most of our competitors that offer young driver insurance. The annual premium you pay when you take out your policy is fixed for the entire policy year, providing your details remain the same. In fact, by driving responsibly and improving your Driving Style Score, you'll have the opportunity to earn regular rewards and contribute to a lower renewal premium for your cover the following year.
How does my driving data affect my premium?
The data that gets used to calculate your Driving Style Score has no effect on the premium that we committed to when you took out your car insurance policy with us. With Carrot, your premium will not go up mid-term, giving you total peace of mind. The good news is that your Driving Style Score will be used to determine the level of rewards that we allocate you, and the discount that you are on course to achieve on your renewal premium for the following year. Your Driving Style Score is continuously calculated and updated based on every journey undertaken in the insured vehicle. It is your responsibility to maintain an average Driving Style Score which is positive (greater than zero) or your policy will be cancelled. To help you maximise your potential to earn rewards, watch our ‘Watch, Earn, Learn’ video tutorial in the online dashboard, which gives you lots of tips on common driving situations that are likely to affect your score. It shows you how to keep your Driving Style Score ‘in the green’ and potentially earn you some of your premium back in rewards. Oh, and it helps to make you a safer driver too!
Can I pay by monthly instalments?
Yes, you can either pay your insurance for the year in full with a single payment, or, subject to normal credit checks, by monthly instalments. Our finance is provided by Close Brothers Premium Finance and is available at a competitive 43.07% APR, making our monthly payments more affordable. Full Terms and Conditions are available on request by emailing firstname.lastname@example.org.
Is there an additional cost for the i-box?
No. The device, plus installation and data costs, is included with your Carrot policy at no additional cost.
Will I find Carrot on price comparison websites?
Yes - as more and more motorists looking for car insurance choose to make these kind of websites their first port of call, we want to make sure that as many people as possible have the opportunity to see what Carrot has to offer.
Quotes that I've had from different insurance providers vary a lot - why?
Car insurers generally use lots of different 'rating factors' to determine the annual premiums they offer. The major rating factors are your age, driving experience, where you live, the car you drive and what you use the car for. Insurers also factor in things like accident trends, costs of repair and compensation claims to calculate their premiums. Insurers offer different prices due to their own experience with certain rating factors and, to be frank, based on how much profit they want to make. As a result, the number of different pricing combinations is almost infinite, and because of this no one insurer can possibly be the cheapest or most expensive option for every driver. Refreshingly, Carrot is different to many other insurers – whilst we use some of the traditional rating factors to determine the cost of your first year's policy with us (and then apply a discount to recognise that you've taken a responsible approach), for subsequent years the Driving Style Scores you've achieved mean that we can price your insurance on exactly how you've driven, rather than how other people that are similar to you, or have similar cars, have driven.
Why is my insurance premium higher than the cost or value of my car?
Hmm, another tricky one, this. Young drivers just getting on the road often tend to spend a fairly modest amount of money on their car – after all, there are other things in life that are more fun to spend your money on, right? But the cost of repairing or replacing your car is only one of the factors used by insurers to calculate your premium. Repairs to other cars that may have been involved in the accident are taken into consideration, as are personal injury claims, for example. You've probably seen a fair bit of media coverage about false claims for whiplash, and its things like this that have fuelled our desire to give young drivers a fairer deal on their insurance.
No Claims Discount
What is a No Claims Discount (NCD)?
Insurance companies usually offer a No Claims Discount (or 'No Claims Bonus') to customers for each year that they're insured without making a claim. Inevitably, young drivers pay a higher price until they have a number of years driving experience behind them. But with Carrot, we aim to put money back into the pockets of the best young drivers with discounts and rewards based on how they drive, not just discounts for how long they've been driving without making a claim.
What happens to the No Claims Discount (NCD) I've earned so far?
Carrot recognises NCD in the normal way, like any insurer. The good news is that we're confident we can offer you a great value insurance premium right from the off, so having a full year or more's NCD could see the cost of your policy start to fall.
Can I earn No Claims Discount with Carrot?
Yes, and we'll apply this when calculating your renewal premium. Even better, you can help to drive down the future cost of your insurance even further by driving safely and improving your Driving Style Score, and you'll be able to track your progress and the money you're set to save by checking your personalised online Dashboard area.
Can I be insured before the device is installed?
Yes, you are insured from your policy start date. As soon as you've taken out your cover with Carrot, we'll inform our Installations Team, who will contact you to arrange a convenient time and place for your i-box to be installed. If they haven't spoken to you already, you'll need to call them and make sure your i-box is fitted to your car within two weeks of your cover start date.
How do I get my policy documents?
Thanks to a change in legislation in 2011, we can now send out your cover note, policy document and other important documents to you electronically, via email when you take out your policy. Your certificate of motor insurance will be e-mailed to you once your i-box is installed.
What if I change my car or want to cancel the policy?
If you change your car, you don't need to cancel your Carrot Insurance policy, but you do need to let us know as soon as possible so that we can update your policy details. Your new car will need to be fitted with Carrot's i-box telematics device. In some cases we can transfer the i-box from your old car to your new car, but if not we can remotely deactivate the device in your old car, so there's no need to remove it. Changing your vehicle mid-way through the policy year will almost certainly mean there's an adjustment to be made to your annual premium, and there will be a charge associated with removing your old device and/or fitting a new one. If you do need to cancel your policy before the end of the first year that you're insured with us, a one-off charge will apply to cover the cost of the Carrot device and its fitting. Full details of fees relating to changing your car or cancelling your policy are available on request from email@example.com
Can I insure a modified car with Carrot?
Unfortunately we do not insure vehicles that have been modified in any way from the manufacturer’s specification. This is because they make your car much more attractive to thieves.
Standard specification cars are always the best bet if you're looking for lower insurance costs.
If your car has been modified for your disability call us on and our helpful advisers will be happy to provide a quote.
Your car will be inspected for its specification and roadworthiness when your i-box is fitted to it. So make sure yours doesn’t have any modifications including:
LED lights which light up under your car at night
Stickers and decals
And many more...
If you’re unsure whether your car is modified call us or send a picture before you buy a policy and we can let you know if the underwriter will accept.
Can I get insured if I don't own the car?
You must be either the owner or the registered keeper of the vehicle in order to insure it. If you are intending to drive someone else's vehicle (for example a parent's car) it will need to be insured in their name, with you as a named driver.
Am I covered for driving outside of the UK?
Yes. Take a look at your policy wording for full details of what kind of cover you have for driving overseas.
Do you provide breakdown cover and what does it include?
You can take out optional breakdown cover with Carrot in addition to your main car insurance policy, and our partner, Call Assist, provides this. Full details of the level of cover on offer can be found in the standard Breakdown Policy Wording.
Can I take out legal expenses cover with Carrot?
Yes, you can – and the great news is that we can add this to your insurance policy for just £22! This helps you to recover your uninsured losses if you have an accident that isn't your fault, and really helps to give you peace of mind. Full details of the level of cover on offer can be found in the standard Legal Expenses Cover Wording.
What happens if I get a crack in my windscreen?
Windscreen cover is included within your Carrot Insurance policy, so just ring our approved partners, and they'll arrange to repair or replace your windscreen at the earliest opportunity. Please check your Policy Wording to see which approved partner is available on your policy.
What should I do if I'm involved in an accident?
First, don't panic! The sooner you contact us the better, we welcome calls from the scene of the accident where we will walk you through what to do next. Our Claims Team will be at the end of the line to help you on 0333 355 2990, and our Claims Line is open 24 hours a day, 7 days a week.
Is a free courtesy car provided if my car is damaged in an accident and needs repairing?
Subject to availability, a free courtesy car will be provided to you, provided your car is repaired by one of our Approved Repair Centres.
What do I do if I think my car has been stolen?
If this happens, first call the Police, give them the details and get a Crime Reference Number from them. Next, call us on 0333 355 2990 and we'll liaise with the Police to help them recover your vehicle using the GPS tracking technology that's built into our i-box.
How does Carrot use my personal details?
We take data protection very seriously, and only use the personal information that you provide to us to help us manage your insurance policy. This includes sharing it with underwriters, as well as handling claims and issuing policy documents to you. Information relating to you and your insurance policy may also be used or shared to help prevent fraud, but that's it – no sharing it with third parties that are going to spam your inbox or bombard your letterbox!
How do I get my Driving Licence Counterpart?
Nobody likes feeling flustered when making an application so, to help you, a hot tip is to have the following handy:
Enter your driving licence number, National Insurance number and the postcode that appears on your licence
Tick the 'I agree box' and then click the green 'View now' button
Now for the really important steps…
The first screen you’ll see has four large grey tabs running across the top
Click the 'Share your licence information' tab (located to the far-right)
Now click the green 'Get a code' button
The screen will update to look like this (and is not the online counterpart we need):
Make a note of your temporary check code by copying and pasting it somewhere safe and memorable on your computer, tablet or phone, or by jotting it down on paper
Your DVLA licence check code will expire after 21 days, so it’s important to send it to Carrot promptly along with the docs we need.
Obtaining your online counterpart
Now click the text link that says 'Print or save a driving summary'
Your driving licence summary will open as a PDF file (and is the online counterpart we need):
You can send your online counterpart to us…
By email as a PDF attachment
As a screenshot as long as it’s good quality
By taking a photo of the computer screens with your phone, again as long as it’s good quality
Driving Style Scores
What does my Driving Style score start at when I'm a new customer?
When you first join us we assign you a starting score based on any claim-free driving experience you might have. If you're a brand new driver or you have zero No Claims Discount, we'll start you on a zero driving score. If you come to us with some No Claims Discount under your belt we'll start you off on a higher score.
How is my Driving Style score calculated?
We install our i-box telematics device in your car to collect and send information about your driving style. It measures things like acceleration, braking, swerving, and the number and length of journeys that you make. We then take this data and place it into three categories – Speed, Smoothness and Usage – that are then combined to give you an overall Driving Style Score. And it's this score that gives you the opportunity to earn rewards for driving safely and responsibly.
If you like, you can check your Driving Style Score, and how it's made up, for every journey you make by logging onto your very own secure, personalised area of our website ('My Dashboard').
What information will I be able to see about my Driving Style?
Based on the data transmitted by your i-box, you'll be able to check how every single journey you make affects your Driving Style Score by logging into your secure, personalised Dashboard area of our website. In addition to seeing how many miles you've travelled whilst insured with Carrot, you'll be able to look at your Driving Style Score for that day, that week or the year to date. You can view your overall score, or look at it in more detail, measured against the criteria of Smoothness, Speed and Usage.
What do you mean by Speed, Smoothness and Usage, and how do you calculate my Driving Style score?
Right, time to get a bit technical and scientific! We want to be as transparent as possible and make sure you know how your Driving Style Score is calculated, and give you all the information you need to see how you could improve it with every journey you make. So, here we go:
a Journey starts when you turn the ignition on and ends when you turn it off, so if you stop and turn the engine off, for example to collect friend A whilst on your way to friend B's house, then this will count as two journeys – one from your start point to A and one from A to B. Got it?
Each Overall Journey Score is calculated from a blend of the scores recorded for each of our three Driving Style Score measures – Smoothness, Speed and Usage, and each of these is weighted when it comes to calculating your Overall Driving Style Score.
Smoothness, unsurprisingly, measures how smoothly you drive! Your i-box can detect any sharp acceleration, braking or deceleration, changes in direction, and also up and down movement. We then calculate your Smoothness score depending on how often (on a per mile basis) and how severe these instances are for any given journey. The smoother you drive, the better your score will be – and as with all other aspects of your Driving Style Score, the higher the number you achieve, the better you're doing. The scoring range that we use is from -10 up to +10.Speed, stating the obvious, is a measure of how fast you drive. This in turn has two components – Average Speed and Speed Limits. For Average Speed, your i-box takes readings, usually at minute intervals and compares your speed at each interval with the average speed for the stretch of road along which you are driving. If you are above the average, your Speed score goes down depending on the extent to which you exceed the average. If you are below the average, your Speed score goes up. Speed Limits work in the same way but measure your speed compared with the Speed Limit for that stretch of road.
Finally, Usage measures three aspects of how and when you use your car. These are Time of Day, Journey Volume & Journey Duration. Starting with time of day, your Usage score is affected negatively if you make a journey that starts any time between 11pm and 5am, recognising that accidents are unfortunately more frequent and severe at night. Journey Volume affects your score depending on how many previous journeys you've made have started in the preceding 24 hours – below seven will have no effect on your score, but each journey over seven will affect your score negatively. Finally, Journey Duration looks at the length of each journey, with trips lasting over one hour having a negative impact on your score.
Your Overall Driving Style Score is calculated from your Overall Journey Score for each journey you make. This is weighted to take account of the length of each journey, so a journey of twenty miles counts ten times as much as a journey of two miles.
How does my Driving Style score affect the amount of cash rewards I can earn?
An improvement on your Driving Style starting score is your ticket to rewards and a cheaper renewal quote for the following year's insurance from Carrot. Your Driving Style Score is calculated using the data collected by the i-box installed in your car.
If your policy started before 5th October 2017, At the end of every three month period from your policy start date we'll compare your current Driving Style Score with your starting score and give you a cash reward if your score has improved. If your policy started after 5th October 2017 we'll award you weekly Carrot Points which once 'banked' can be spent on many high street vouchers via your personal dashboard. The size of the reward will depend on how much you've improved by.
When it's time to renew your policy with Carrot, your renewal premium will be based on the overall Driving Style Score you've achieved throughout the year - the better the score, the lower the price you'll pay. Rewards in the second year are based on any improvements on the score we used to calculate your renewal premium, and so on for each subsequent year that you remain a customer.
What if I only achieve a low Driving Style score?
With Carrot you're not at risk of your premium going up mid-term - if your details remain the same, the cost of your insurance will stay exactly at the price you paid when you took out your policy. But it does mean that the amount of rewards you can earn by improving your Driving Style Score will be restricted. Not only will you lose out on rewards, your policy may be cancelled for consistently negative scores or extreme cases of repeated dangerous driving.
What if my Driving Style Score is negative?
If your Driving Style Score is consistently negative we reserve the right to cancel your policy. If your policy started before the 5th October 2017, when you have completed each quarter, if your score is an improvement from your starting score we will provide cash rewards, however if your score is negative we will cancel your policy. If you policy started after the 5th October 2017, we will review your score on a weekly basis and your policy may be at risk of cancellation if you have a consistently bad score. Don't worry though, we will contact you regularly to let you know how you are doing and give you tips to improve on your scores to avoid cancellation and maximise your rewards. You can also keep track of your current score to date on your online Dashboard.
Why is my policy being cancelled for ‘Extreme Driving Behaviour’?
If we detect via your i-box that you have driven in a dangerous and/ or illegal manner, then you will have breached the conditions of your Carrot Insurance policy. Therefore in accordance with the Terms and Conditions of your policy we will automatically give you a seven-day notice of cancellation. When you received your policy documentation, you were informed that if we detected that you or any named driver of the insured vehicle has driven in a dangerous and/or illegal manner, that we reserve the right to cancel your policy in accordance with General Condition 6 – Cancellation. Please see your policy wording for more information on this Cancellation clause.
I'm not sure about some of the Driving Style information on My Dashboard, what should I do?
Talk to us on LiveChat via the little orange button our website if you have any questions or send us a message on Facebook or Twitter.
My parents would like to see the information on how I am driving - can I share it with them?
It's your choice, and we won't interfere – this is family business! If you're happy to share your Driving Scores with the folks, then so be it.
How private is the data that's generated by my i-box?
This is something we take very seriously, and we're clear on one thing – the data that goes to create your Driving Style Score is yours. Primarily, it's there to help us to help you become a better, safer and well rewarded driver.
We will use your data in your favour if, for example, another driver is trying to make a false claim about you. (Remember that we will also be able to use it as evidence against anyone insured by Carrot being naughty and trying to submit a false insurance claim too!)
We're also very clear that we won't:
Release your data to the police or to any civil authorities, unless we suspect fraud or attempted fraud, or if we are instructed to do so by law or a court order
Use your data in a 'big brother' kind of way to tell anyone about where you are or what you're doing. If you do have an occasional lapse and exceed the speed limit, you can rest assured that it goes no further than affecting your Driving Style score
Use your data to prejudice or refuse any claim you might make simply because you were driving above the legal speed limit at the time
How often can I earn Driving Style rewards with Carrot?
If your policy started before the 5th October 2017 then You have the opportunity to earn a cash reward for driving more safely and responsibly at the end of every three month period following the start of your cover with Carrot. The average Driving Style Score for each quarterly period is compared with the Driving Style score used to calculate your annual premium. At the end of each quarterly interval from your policy start date, we'll look at how much you've improved on your starting score, and the level of improvement you've made will dictate the value of cash reward that we'll load onto your Carrot Card. These cash rewards are a refund of some of your annual premium (including any Insurance Premium Tax applicable) and over the course of the policy year you'll have the chance to earn a refund of some of your annual premium in this way. If your policy started after the 5th October 2017 then you'll have the chance to earn Carrot Points on a weekly basis. Carrot Points will become available at midday every Monday and you will need to pop into you personal dashboard to 'bank' them. Once you've banked the Carrot Points they will be added to your overall balance and be available for spending in the 'rewards' part of the dashboard.
How much can I earn in cash rewards with Carrot?
Cash rewards and Carrot Points are a refund of some of your annual premium (including any Insurance Premium Tax applicable) and over the course of the policy year you'll have the chance to earn a refund of some of your annual premium in one of these ways.
Can I only earn cash rewards if I have a Carrot Card?
Cash rewards and the Carrot Card are only available to customers that started their policy before 5th October 2017. If this is you, then having a Carrot Card still isn't mandatory, but you'd be missing out on a whole bunch of benefits. You'd still be able to receive any quarterly Driving Style rewards that you earn without having a Carrot Card, as you could provide us with details of a bank or building society account that you'd like us to directly pay them into. Without a Carrot Card, you'll miss out on being able to earn cashback when you use it to shop at your favourite retailers, which include the likes of TopShop, Topman, House of Fraser, Debenhams and many more. If your policy started after 5th October 2017 please see the FAQs on 'Carrot Points' to find out about the weekly rewards available.
If I had an accident and the i-box got damaged, would I need to pay for a new device?
Because in the vast majority of cases the 'i-box' is fitted behind the dashboard inside the vehicle cabin, the chances of it getting badly damaged in a crash would be minimal. Even if it did, you wouldn't have to pay for a replacement, as the cost of the new i-box would be classed as a repair cost, which would be covered by your Carrot insurance policy.
Can I lose the cash rewards I've already earned if my Driving Style score gets worse?
No – whatever rewards you've earned and either 'banked' (with Carrot Points for customers with policies starting after 5th October 2017) or had loaded onto your Carrot Card (customers that started policies before 5th October 2017) are yours to keep. If your Driving Style Score takes a turn for the worse and dips below your starting score, it just means that you won't be earning all those lovely rewards that you would if your score was improving.
The Carrot Card
I'm a New Driver customer, so why don't I have a Carrot Card?
Customers who took out a policy after 5th October 2017 will be automatically enrolled onto our shiny new Carrot Point rewards system. The main differences between the two reward types are:
Carrot Points are awarded weekly, instead of quarterly
Carrot Points have to be 'banked' on the dashboard within seven days of them being available
Once 'banked', Carrot Points can be instantly exchanged for a large variety of digital high street vouchers via the dashboard
Is the Carrot Card a credit card?
No. It's not a credit card, charge card or debit card, although you use it in exactly the same way to shop online, over the phone and in stores. It's a prepaid Mastercard®, which means funds are loaded onto your card (either cash rewards from us, or perhaps you loading your own funds) before you shop. When your funds are running low, you simply top up again. You don't have to have a bank account to have a Carrot Card either. Full details of the Carrot Card are available on request by emailing firstname.lastname@example.org
Where can I use my Carrot Card prepaid MasterCard®?
You can use your card at over 32 million retail outlets and cash machine locations worldwide, wherever the MasterCard Acceptance Mark is displayed.
Is having a Carrot Card mandatory if I want my car to be insured with Carrot?
Please note that the Carrot Card is only available to customers who started their policy's before 5th October 2017. No it's not mandatory, but you'll be missing out on cashback through many retailers if you opt out of having one. There are no costs for providing you with a card, and no catches – it's just a great, secure way for us to pay you the cash rewards you can earn from Carrot by improving your Driving Style Score or referring your friends to become customers. You'll be asked if you want a Carrot Card when you're buying your policy, and if you decide to have one it will be issued to once you have successfully completed a 'reward quarter' that shows an improvement on your starting Driving Style score. You can still receive any quarterly Driving Style rewards that you earn without having a Carrot Card, as you could provide us with details of a bank or building society account that you'd like us to directly pay them into.
What are Carrot Points?
Carrot Points are the currency for the updated New Driver rewards platform. Each Carrot Point is worth 1p, for example 250 Carrot Points would convert to £2.50.
How do I earn Carrot Points?
Carrot Points are earned by driving safely and the amount you receive each week will depend on your Driving Style Score for the previous week.
How do I spend Carrot Points?
Once 'banked' your Carrot Points will be available in the 'Rewards' section of your online dashboard and can be exchanged for e-gift cards. This can be done in the 'Browse Gifts' section of the dashboard.
Why don't I have Carrot Points?
If you are a New Driver customer and you don't have the Carrot Points reward platform, it is likely that you started your policy before 5th October 2017. Please see the 'Carrot Card' FAQs section for more information.
What happens to unspent Carrot Points when my policy ends?
If any Carrot Points remain unspent on the dashboard after your policy ends these will be cancelled and unavailable for spending.
What happens if I renew after the 5th October 2017 and previously had a Carrot Card?
You will automatically be enrolled onto the new Rewards Platform and start earning Carrot Points. Your Carrot Card will remain valid until the date stated on the card and the balance will remain active until your card becomes unvalid.
How often can I earn Carrot Points?
Carrot Points will be awarded on a weekly basis depending on your Driving Style Score for the previous week. Customers will need to visit their online dashboard to 'bank' the Carrot Points each week. The Carrot Points will be available for banking for seven days each week, after which they will disappear and be unobtainable.
How do I 'bank' my Carrot Points?
You can 'bank' your Carrot Points either on the 'Homepage' of your online dashboard or in the 'Rewards' section.
How quickly will my e-gift cards be available for spending?
Once 'spent' on the dashboard you will receive a link via email within a few minutes. Once you have this email you will be able to 'activate' your e-gift card and spend it straight away.
Why do I have to 'bank' my Carrot Points?
It's important to visit your personal dashboard on a weekly basis to check your score and 'bank' your Carrot Points. We ask you to do this so that you can see how your driving and where improvements can be made, if any. Our research shows that customers who check their score 4 or 5 times a week are 39% less likely to have an accident, so we encourage you to check your score regularly and spend your Carrot Points on the things you love as your reward.