Too expensive and unhelpful customer service

Tried to turn off the auto-renewal, but still ended up rolling onto a policy that was £300 more expensive than other policies with the same coverage and excess! With a bank holiday weekend in the way only managed to speak with them a few days into the ... Read more

Tried to turn off the auto-renewal, but still ended up rolling onto a policy that was £300 more expensive than other policies with the same coverage and excess! With a bank holiday weekend in the way only managed to speak with them a few days into the policy to discuss and hopefully reduce it... However, their next offer was still £75 above the premium of a different company (Aviva). Upon wanting to cancel, we still incurred a £25 cancellation fee. We had been with them for years, but sadly only now realised what a money grabbing company they are! Avoid!

Reviewed on 6th April 2021

Rien

Scam!

Poor prices, renewal premium was more than £200 of quotes I had received from other companies. They do not value their ... Read more

Poor prices, renewal premium was more than £200 of quotes I had received from other companies. They do not value their customers.

Poor customer service, tried to cancel renewal but the website server was down, also couldn't get through by phone, and when I did manage to get into contact, I was asked to pay extra due to not cancelling it on time. (Which I couldn't because of their website being down.) Poor service, Avoid if you value your money!

Also spent over an hour on the live chat, with an agent, who offered a renewal price even more than the one i complained about for being too expensive.

These guys are scam artists - that try to add extra costs onto everything.

Reviewed on 19th March 2021

ak17

Worst customer service ever

By far the most incompetent and inconsiderate company I have ever had dealings with. I insured my car with Elephant and chose to pay by monthly installments via debit order. I gave my banking details and the first payment (deposit and first... Read more

By far the most incompetent and inconsiderate company I have ever had dealings with. I insured my car with Elephant and chose to pay by monthly installments via debit order. I gave my banking details and the first payment (deposit and first installment)went off fine. I moved home shortly after starting with them. My second payment did not go through and they sent the letter informing me of this to my previous address. As soon as I was in my new place I informed them online of a change of address. At my new address I received a letter saying my policy had been cancelled due to non-payment (one month's installment had been missed - ONE) I phoned and was told that the letter informing me that payment had not gone through had been sent to my old address and returned to them. Yet at no time did these useless, lazy morons think to pick up a phone and call me. I immediately paid in the outstanding amount, had to pay a cancellation fee even though I had not cancelled the policy and then asked them to reinstate the policy. They then told me that I had to pay the full year's amount and could not pay by monthly debit order - there incompetence but I must suffer the consequences thereof. Even after I informed them that this was all due to their incompetence and I could not afford the full amount they would still not listen and insisted I had to pay the full year's amount up front - I told them to shove their policy up their rear.

Reviewed on 13th February 2021

Darryl Roberts

Extremely Unprofessional AVOID AT ALL COSTS

I have been with Elephant for three years and didn't have much issues until I changed my Multi Car insurance to Single Car insurance which I didn't have good discount and been offered nearly half price from different insurance... Read more

I have been with Elephant for three years and didn't have much issues until I changed my Multi Car insurance to Single Car insurance which I didn't have good discount and been offered nearly half price from different insurance companies.

I made a complaint after the investigation Elephant didn't offered me a better quote and I decided to cancel it. Jason Parnell Customer Assurance Executive contacted over the phone and explained me the cancellation terms and told me that they had to charge for cancellation fee and they will give me refund of £78.28 because I wanted to go with cheaper insurance I accepted and cancelled the insurance. This conversation happened at 14:01.

At 19:37 my wife received an email from Jason Parnell which I attached his response here;

FormCode: COM022 217992454/EL/P001 Dear Mrs Sahin Policy Number: P63762705 Complaint Reference: 201231000

I have just spoke with your husband Serhat regarding the cancellation and advanced there would be a refund of £78.28. However, when I got off the phone I noticed that it is actually an outstanding balance of £78.28 that will be owing on the policy as this would cover the cancellation fee and time on cover costs. I am emailing as I am having technical difficulties once again or I would have called to advise. This payment is showing that it would be due on 13/11/2021 and would come out shortly after that date. I apologise for the inconvenience. Yours sincerely
Jason Parnell Customer Assurance Executive




This is an absolute disgrace, I was on the phone with him and he already stated that they were going go refund that amount, It's all recorded I can't believe this especially company like Admiral.


We recently paid our monthly payment and this is totally acceptable. I attached his correspondence so everyone can see how trustworthy and unprofessional Elephant insurance are, I will definitely take this further and will get Financial Ombudsman to resolve this for me definitely not having this.

Reviewed on 8th January 2021

Gulcan Sahin

Worst nightmare ever

Worst experience ever. Insured car with Elephant, stolen the following day. Claim denied costing £15k. Escalating to Financial Ombudsman m, total ... Read more

Worst experience ever. Insured car with Elephant, stolen the following day. Claim denied costing £15k. Escalating to Financial Ombudsman m, total nightmare.

STAY AWAY THERE ARE HUNDREDS OF INSURANCE COMPANIES BE CAREFUL OF WEBSITES LIKE CONFUSED.com and money supermarket.com as you get what you pay for.

Reviewed on 11th January 2020

Kyle

Great Service

They are quick to answer the phone and always give great customer service. They help when you are stuck and try their best to help you out to get the best option for your situation.

Reviewed on 12th September 2019

A

Brilliant for my car insurance!

Fantastic company, easy to use website to update address details or anything else you need to, fab customer service never had any problems and very competitive prices!

Reviewed on 9th September 2019

Liz Bower

Good but...

Competitive prices, but when it comes to renewal they don't try hard enough to keep you on board and offer much higher premiums than the year before.

Reviewed on 6th September 2019

Joah

Still on hold

Still on hold, phoning to talk about auto renewal for my insurance, I received the auto renewal today via email. When setting up the policy last year i requested auto renewal taken off, my new quote is £980 my other quotes online are £580 so trying to ... Read more

Still on hold, phoning to talk about auto renewal for my insurance, I received the auto renewal today via email. When setting up the policy last year i requested auto renewal taken off, my new quote is £980 my other quotes online are £580 so trying to discuss it with them. So far as i write this i have been holding for 1.19.28 minutes... This is absolutely shocking service for a paying customer... If they are this desperate to keep the renewal higher than everyone else then they have lost my trust in an insurance company.

Reviewed on 4th September 2019

James Francis

Not bad

I've always found the customer service to be very welcoming, friendly and useful.

Reviewed on 19th August 2019

Chel90-s

Good value insurance

I experience a good service puchasing this insurance which was at competitive price. Overall this is good value insurance

Reviewed on 16th July 2019

Jean Cass

ELEPHANT

quite a descent car insurance cover.

Reviewed on 6th July 2019

tuurist

Didn't let us down

We had a rock fly up and hit our windscreen on the motorway, and despite significant hassle and delay from the windscreen repair company, Elephant kept on them and made things happen. Couldn't commend them more.

Reviewed on 5th July 2019

GH_

Great service

I’ve had our family fleet insured with elephant and it was hassle free to get the insurance in place and they don’t charge to put a personalised registration on at any time mid policy. Win win.

Reviewed on 5th July 2019

Choudrys

Customer since 2009

Customer since... Read more

Customer since 2009!
Today I had the absolute pleasure of speaking to Clint at Elephant Car Insurance about my yearly Insurance renewal. He managed to deal with every question and query I had with such an upbeat attitude. I have always had such a good customer service experience with Elephant but Clint went above and beyond to make my experience this time the best it has ever been.
Elephant have always been able to better any quote I have had and it sure pays off to be a loyal customer!
Highly Recommend!

Reviewed on 25th May 2019

Pippa Lacey

Great customer service

After dealing with a number of insurers in 1 day in my search for a policy I was impressed with the customer service at Elephant. Callum was very easy to speak to and answered all the questions I had. That level of service is what I would expect from... Read more

After dealing with a number of insurers in 1 day in my search for a policy I was impressed with the customer service at Elephant. Callum was very easy to speak to and answered all the questions I had. That level of service is what I would expect from all insurers but I was surprised to find that most were rubbish at answering basic questions.

Reviewed on 31st December 2018

Dan

Cheapest insurance by far

I had to change my address and most companies were giving me quotes of £95 per month, however I changed my address with elephant and they only upped my monthly premium slightly to £65

Reviewed on 23rd September 2018

Holly Leigh Crabtree

Crooks

Don’t ever have an accident with Elephant cover!!! my car was written off through no fault of my own and the standards of support and service are abysmal, please pay an extra few quid and go elsewhere. Even the police were disgusted by the treatment w... Read more

Don’t ever have an accident with Elephant cover!!! my car was written off through no fault of my own and the standards of support and service are abysmal, please pay an extra few quid and go elsewhere. Even the police were disgusted by the treatment we have received.

Reviewed on 23rd August 2018

Jsjjd

Excellent Service

I recently had a broken windscreen thanks to a stone flying across the motorway and smacking my car. I had all sorts of issues arranging the repair with the windscreen repair company, but Elephant pushed it through and removed all the roadblocks to... Read more

I recently had a broken windscreen thanks to a stone flying across the motorway and smacking my car. I had all sorts of issues arranging the repair with the windscreen repair company, but Elephant pushed it through and removed all the roadblocks to making it happen. 10/10

Reviewed on 18th July 2018

GH

Scammers

Avoid this company, poor customer service, dishonest practises.

Reviewed on 15th May 2018

john