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About Elephant Insurance
Operating in the U.S. since 2009, Elephant chose their name to represent the strength, stability, and protectiveness of an elephant towards its herd. The company promises that all of their customers are treated as a “part of the herd”, with responsive and helpful customer service.
Elephant is a wholly owned subsidiary of the Admiral Group, a Wales-based insurance company with a strong financial presence in the United Kingdom. Elephant began as a U.K. car insurance company in Wales in 2000 – the first entirely online company in the nation – eventually expanding into Canada and then the U.S.
Elephant underwrites only car insurance, but the company offers bundling discounts on policies through partners. Their partners are Homesite for home insurance as well as for life insurance, and Dairyland for motorcycle insurance.
All policies are sold online as well as over the phone through licensed agents. Elephant’s U.S. headquarters is in Henrico, Virginia, and they sell policies in that state as well as in Maryland, Illinois, Texas, Indiana, and Tennessee.
Elephant Insurance Products
Since auto insurance is the only product directly underwritten by Elephant, our focus will be on that product for the purpose of this review. Check out our reviews of the partner companies for information on their products and services.
Elephant offers all of the basics of car insurance to meet both state legal requirements and lender requirements as well. They also have all of the usual add-on options including rental reimbursement and roadside assistance.
Elephant partners with Urgent.ly to provide roadside assistance to their customers. This newcomer promises a modern approach to roadside assistance, servicing customers with a system similar to Uber. It uses a mobile app to help track your location and dispatch assistance quickly. The service is included in all policies with roadside assistance added on.
Also available on Elephant auto policies are a few of the more popular trends in recent years, usually only seen with larger insurance companies. These include a deductible that diminishes over time (available at an additional premium) and eventually is a $0. Accident forgiveness is added to all qualifying customers after they have been insured with Elephant for several years; other companies sell this as an endorsement at an additional charge. While both of these come as a bit gimmicky, they do have appeal to many drivers.
One of the most unusual perks offered to customers is the access to legal advice through the company’s Legal Assistance program. This program requires an additional premium.
Elephant has a solid list of discounts for auto insurance, including a bundling discount of up to 9% if you purchase a policy through one of their partners. Some of these discounts are pretty hefty – multi-car discounts can be up to 39% in some locations and up to 27% in all states. They also have a 15% discount for quoting online, which is much higher than similar discounts elsewhere. Other common discounts include good student and safety features.
Rates
Elephant Insurance does not offer coverage in our usual sample area, therefore we are unable to offer a comparison of their rates. We did use their online quoting system to run through a quick sample quote, however. We used the company’s headquarters zip code in Virginia to quote a 30-year-old single male driving a 2010 Honda Accord with a clean record.
The quoting process is straightforward and does not require much in the way of personal information. We returned a rate of $67 a month, or $348 for liability-only coverage. The system gave us limits of 100/300/25.
Adding on comprehensive coverage and collision coverage with $500 deductibles increased that quote to $97 a month, or $515 every six months. We were also able to see the charge for legal assistance as well as for the diminishing deductible – each of these will add an additional $60 to the policy.
Again, we cannot compare this quote to our usual sample, so it is hard to say how this company stacks up for value, though it seems to be about average.
Claims
Claims for Elephant Insurance car insurance policies can be filed in several ways.
There is a system for reporting claims online, which is in keeping with Elephant’s online approach to insurance. There is also an email address available for claims for those who do not want to use the online form.
You can also report a claim over the phone through a toll-free number, although the site does not state whether or not this number is available 24/7. A fax number and physical mailing address are also listed.
Elephant has a Repair Assistance Program that is essentially a preferred repair shop network. The system helps the insured find a reputable repair shop where claims will be handled directly and work is guaranteed. Policyholders are also welcome to choose their own shop.
The website offers a pretty good overview of what to expect from the claims process, and the information is easy to locate.
Ratings and Consumer Reviews
Elephant Insurance has been Better Business Bureau (BBB) accredited since 2015, and they have an A+ rating. There are 183 complaints on file in the past three years, all of which are closed. That volume is a little higher than we normally expect for a smaller, regional insurance company.
Yelp has a total of 31 reviews of the company for a 1.5-star review overall. There are some highly positive reviews mixed in with the negative, which mainly cite slow claims service issues. Some of the complaints are from people who were involved in an accident with an Elephant customer. Elephant does appear to have recently begun responding to complaints on Yelp; there is no response to the older complaints.
The rating on Pissed Consumer, a total of 1.5 stars, but here there are many more reviews, a total of 216. Again, a few good reviews are mixed in with the negative, which include many more complaints about claims being denied and slow, unresponsive claims handling.
The overall complaint volume is higher than we like to see for a company this size, and we would like to see more responsiveness on the part of the company outside of the BBB – something to do appear to be working on. While there are no huge red flags, the repeated complaints about claims handling are of some concern. A lot of customers mention getting a low price from Elephant, but they seem to feel it was not worth the savings when they had a claim.
The Bottom Line
Elephant Insurance seems to have some work to do in the claims department to live up to their “part of the herd” promise. They do appear to have good prices and might appeal to budget shoppers, and some people do report a great customer service experience. Overall, Elephant may be a good choice but do be sure and compare different companies and what they offer before committing to one.
For a list of companies that we recommend, visit our Best Insurance Companies page.
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Review Information
I am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.
Adrian says
Not sure why everyone’s having a bad experience with this company. I’ve had them for a year and have saved me a lot of money. I got into a fender bender a couple of weeks ago, filed a claim that night. Got a call back that morning with a very nice and informative representative from Elephant saying I could take my vehicle to any shop of my choice which I did that afternoon. My car was fixed within that week and was back on the road. Thanks, Elephant!
PATRICIA says
I WAS HIT BY ELEPHANT DRIVER AND I FILED THE CLAIMS ON AUGUST 3, 2018. ELEPHANT HAD TROUBLE REACHING THE OWNER TO PROCESS THE CLAIM. I WAS VERY FRUSTRATED WITH ELEPHANT, THEY NEVER CALL ME TO KEEP ME POSTED. THREE WEEKS WENT BY AND STILL NO ANSWER FROM THE OWNER. THEN THE ELEPHANT TURNED MY CASE TO ANOTHER PERSON WITHOUT LETTING ME KNOW ABOUT IT. WHEN I CALLED, I FOUND THAT MY CASE WAS TURNED OVER AND THEY DID NOT KEEP ME POSTED. A WEEK LATER, TURNED OVER TO THE LOSS CLAIMS.
I HAVE TROUBLE WITH ELEPHANT THROUGHOUT THE WHOLE PROCESS. I AM NOT HAPPY WITH THIS COMPANY NOT FOLLOWING THEIR WORD. WHY I SHOULD DO ALL CALLING? THEY WILL CALL BACK IF YOU LEAVE A MESSAGE ON THE ANSWERING MACHINE. ELEPHANT IS TERRIBLE SERVICE TO DEAL WITH. ALL I WAS GETTING WAS RUN AROUND. STILL, I HAVE NOT HAVE RECEIVED. IT’S NOW BEEN TWO MONTHS AND I AM STUCK WITHOUT A CAR WAITING FOR THEM SEND MY MONEY THAT INSURANCE OWES ME. STILL FRUSTRATED AND WORST EXPERIENCE I HAVE EVER BEEN THRU.
george battaglia says
I canceled my Elephant Auto insurance and was told I would get a refund for $142, they said it would
be put on the card I pay my bill each month with. I still have not got my refund, each time I call or write I get the runaround. Its been about 6 weeks now and I am getting no place with them.
The only reason I cxl auto insurance with them is that the rates keep on getting bigger and bigger, this year it went up by 1500 and I did nothing wrong. I was able to get a better policy and save a lot of money. Bottom line still can not get my refund.
Hughzell says
Elephant insurance is the worst insurance company I have ever dealt with! If you are looking for affordable, reliable car insurance, please beware and look elsewhere. I helped my daughter make an ONE TIME PAYMENT when she purchased a new car, she made her payments with her own account after that, Elephant insurance decides months later that they would charge my credit card and lie stating it was authorized. LIES, LIES, LIES! When I contacted them to reverse the charges they had the nerve to tell me I had to settle up with my daughter to get my money back! Can you believe these jerks? I had to contact my bank to dispute the charges! People that work hard for their money, run when you see Elephant insurance, they are dishonest and do not care about its customers only the American dollar.
Deidre Wooten says
This is the worst company ever. I’m a Senior, my daughter was in an accident that totaled out my car last Saturday, they have done nothing with my claim. I reported the accident 1hr after the accident, sent pictures all information regarding the accident. My daughter was rear-ended, my trunk is now in my back seat you can see clear under my car. I was told they are still reading my policy and investigating the accident before they can pick the car up or even go out or give me a totaled out letter. So I’m left without a car, unable to get a car, and I have gap insurance which will pay the balance on my totaled out car if I could only get the totaled out letter from Elephant. It maybe a cheap insurance but not a good and responsible insurance company. Don’t get this insurance company in the long run they will leave you in the cold when it comes time for them to pay up on your policy.
Rick says
My daughter was hit, rear-ended at great speed, last December 2017 by a driver insured by Elephant. They recently sent her an e-mail to sign stating she would accept responsibility for all medical bills arriving from this accident and pay for any medical expenses caused in the future by the one who slammed into her and anyone else involved. She was sandwiched between the vehicle that rear-ended her and the vehicle in front she was shoved into. And that “the company is to be held harmless.” They offered a small token of money as an inducement (which she apparently would never see after signing the document) – they need to be severely fined and removed from the US market.
Katie Freeman says
I find it to be interesting for gentlemen like [Redacted] To have been a part of a shenanigan company like Elephant auto insurance who make millions by taking money from accidents which involve casualties and great losses.
I have multiple sclerosis and was in a car accident. Elephant auto took my money and left me paying tow fees and left me without transportation.
I’m about to lose my job cause I have no transportation.
All because of improper address, improper communication, and horrible customer service.
I cry myself to sleep every night wishing I could go back in time and never take this insurance.
I have had Geico and progressive. Please, you all don’t want this pain and tears. It’s even more painful when you’re battling a sickness.
Soon to be out of a job. Cause I can’t get Elephant to take responsibility.
Deidre Wooten says
I am dealing with the same problem at Elephant now, my daughter was here helping me move in my apartment, and was using my car last Saturday, a car hit her in the rear so hard it through a 42 case of water to the front seat. I reported this to Elephant one hour after the accident, along with pictures. The Claim adjuster said they are reviewing my claim and it could take another week or so before they look at the car. The sad thing is I have gap insurance and all I need is a totaled out letter, but my car is still sitting in the tow yard. I’m a senior, that uses a walker just to get to my car, and around, I can’t purchase a car because I can’t use my gap insurance to pay off my car, and if they put my balance I owe on my totaled out car, it would make my car payments to high so, I can’t get a car so I’m left carless. This is the biggest rip off Car Insurance Company ever!!
Auto shop says
I am a shop owner and have probably dealt with every insurance company out there. My first experience with Elephant was the worst ever. They told the insured to have me write an estimate and send pictures-which I did. It took them almost 2 weeks to respond and then they decided they needed to send an independent appraiser who wrote an estimate higher than mine. They did a desk review and cut almost $1000 off of the IA’s estimate. I submitted a supplement for the damages they didn’t pay for, and they sent the IA back out to the shop …he submitted it again and the denied it. The vehicle is not even drivable because the wheel is back 2 inches but Elephant refuses to pay for any suspension damage -just because they don’t want to.
Luís Jiménez says
I am a current Elephant Insurance customer they beat everyone’s rates. I’m grateful to have this company and I’m saving a lot of money good luck to everyone.
Deidre Wooten says
Good luck to you if you have an accident, you will be in a bad situation, like I’m in now. I’ve been without a response from them with just a totaled out letter, I have gap insurance, and my car is still sitting in the tow yard. They haven’t looked at it. They are looking over my policy for the last week, and said it could take about another week before they will look at the car. So if I was you I would get another insurance company before you are in the same boat as I am in. There’s a saying (that you get what you pay for)
Donna says
Absolutely the worst company that I have ever dealt with. You make changes to your payment methods and they still charge the one that you remove. I called and talked to customer service to make sure my card wasn’t charged and told them that I would be making my payment on a certain day and not to charge my card until then. I was told it was noted in the system, and my card was charged anyway resulting in overdraft fees. When I called back all I was told was “I’m sorry.” Every time you call everybody gives you different information. They just seem to do what they want.
Rachel says
They are a horrible insurance company. Stay away. They take money anytime they want from your acct with out notice! They are crooks, stay far far away!
Irina says
I also have bad experience with Elephant car insurance. Paid for a year of coverage. A few months later, I moved 20 miles and updated my address with them. They sent me new documents reflecting new address and a bill. They raised my rates mid-term without giving me a chance to review, complain, or do anything.
Then, at the end of the term, they sent renewal papers and again raised the rate, this time by 30 % . I replyed saying that I would boy renew. Now, 3 month later, they are sending me past due bills. I worry that they will spoil my credit rating.
Scott says
I would stay away from Elephant insurance… They are slow to pay claims and will refuse to pay to repair your car to the condition it was in prior to an accident.
Anonymous says
Elephant insurance told me my new car was insured after my phone call with them. However, it took them a week to process this, in that week, I got a fine from the MVA stating that my car was uninsured. Then, after moving 10 minutes down the street within the same county, they raised my monthly payment from by 35$ just for changing my address. I asked for documentation and explanation and they said they could not provide me with this information. My commute time decreased and I now park in a gated garage with security. However, Elephant was not interested in any further details. I will be looking for alternate insurance and do not recommend Elephant to others.
Hector says
Thank you guys! I was deciding on whether or not to get this insurance company but I may take my chances! I’m sorry for y’alls losses.
Keena says
Hi I am curious about how this policy is going for you at the moment? I am currently seeking insurance.
Reza says
I had an accident and even thou i had a full coverage and they deduct automatically from my account, they are giving me the run around going on the third week, they keep passing me from one person to another and my phone calls are not answered and messages are not returned. They did not provide me with a rental saying that is not part of my policy. They left me stranded with no car and no end in sight. They are trying to weasel out of paying and/or delay it as long as they can. They are the worse insurance company i ever dealt with. I have already filed a complaint with state of Maryland . Run for your life….don’t do business with them, they will rip you off and give you the run around when you need them
Julie Griffith says
This company is a COMPLETE [Redacted]. I have canceled my policy with them over 10 days ago and they are STILL holding on to my refund of $239.00!!!! I am now paying for 2 policies one with Elephant and one with State Farm. Do NOT INSURE WITH THEM, once they have access to your checking accounts and [Redacted] AUTO BILLING, you will never see your money again.
Ines Perez says
I’m shopping for a new company for auto insurance and reading the feedback from customers with Elephant Insurance has helped me decide to eliminate them from my list. I’ll continue with State Farm. Thank you people for posting your experience that make my life easier to decide who I need to go with.
greg says
i just had the best experience with what i would consider the best claims person that i have ever encountered. she works for elephant insurance and if the rest of our process is any indication as to what i experienced over the phone with [Redacted] i will be an elephant customer for life. Great Job
naomi says
This is the worst experience I have ever been in with an insurance company. You have put me through so much unnecessary stress, that I will spread the word regarding my experience. You keep charging my account without out my permission, on top of that, you keep double charging me. Making me wait for my own hard working money 5-7 business days. In 2 weeks you have done this 3times. Unacceptable! This makes no sense! The worst company ever! Your management say they will call me back an never do! My account still is in negative due to you. And you could give a [Redacted] about your customers! I will go to the better business bureau! My policy has been messed up since march an I continue to speak with you on a daily basis an nothing gets solved only worse. I’m still missing my $104.00 once again because you charged my account with no permission an double charged it! You have taken money that time [Redacted] was suppose to draft an now my cable is off an I have a return check fee!!! You could give two [Redacted] about your customers! This is by far the worst insurance company, I have told all my co workers and family and Friends! I will be getting quotes else where! To have me in tears is ridiculous! Why should I be crying over insurance! I still haven’t received my money back, nor a call from management like I was promised. This company is nothing but a scam an a rip off!!!!!!!!!!!!
Angela Lilly says
I agree. Brandon, Customer Service Representative lied to me about my quote. They need to train their staff or they just hire anyone off the street. This was the worst experience I ever had with an insurance company. THANK GOD I was able to reinstate with my old Insurance Company. Please do not get insurance from this company it is truly a scam!!!!!!!!!
Lamaas says
I’ve never been this frustrated in my life with an insurance company and I am canceling them as soon as possible
I mean it is really really really horrible there customer service
all I’ve been working for 2 days and getting information on whether or not my car is insured and they’re telling me that they won’t send me anything in the mail
and they’re telling me to fax stuff down from website
their website is giving me all kinds of problems and I’m pretty computer-savvy I’m just pretty frustrated right now
All I needed to do was go to the car and get me and insurance card and this would have been done they don’t even send you a preliminary insurance card if they do the rest of it you wouldn’t even care about but they won’t even send you one insurance card for the practicality of having it in your glove compartment that is stupid this company is stupid and because I didn’t know what I’m terribly frustrated
Rochelle says
completely agree with you. For 4 months they took payments off of my debit card and on the 5th month they stopped. Which caused my to receive a cancelation notice. When I called to complain about it, they informed me that it was my fault for not requesting the change of due date. Really??? That was the reason I started getting the payment drafted on the due date. They informed me that there was nothing they could do about it and that I would be canceled. Ok. Bye Felicia!!!
ezekiel says
The insurance agent told me my insurance was going u p and it would be 1400 premium for two cars, i told her i only had one car. I ask why was it going up she said that’s what insurance companys do.
i ask what was my insurance going to be for my one car she replied 1400. 1400 for two cars and 1400 for one car . They were good up until that.
M.Lindsey says
I have had nothing but negative experiences with Elephant auto Insurance. My car was rear-ended on 2/15/14 and as of today 3/11/14 it has still not been repaired because Elephant refuses to pay. The young lady who hit me was written a ticket for following too close so she was at fault. The insurance company says she was not insured, but the car (insured by Elephant) was insured by her mother. In Virginia insurance follows the car. My insurance company says they should pay. The agent at Elephant keeps telling me that he needs to discuss the investigation with his supervisor. This has been weeks now! Meanwhile I am driving a damaged car and spending hours on the phone.
Signed – Not Happy with Elephant
Gail Commings says
Thanks,
I’m looking for a reputable, and reliable, and reasonably priced insurance company for my homeowners insurance and auto insurance. This helpe me a great deal to make a decision.
My current insurance company, Farm Bureau insurance of Texas, sucks! They make it mandated that you pay for membership plus or else! they don’t give you the cheapest rate, they try to say they do, but they don’t and the rates keep going up. After all if they were the best, or even decent I wouldn’t be looking!
Is it the way it is, insurances companies and banks are just ripping us working people off??
Sarah says
my daughter wrecked my car that is insured through elephant on may 20,2016 and we still haven’t gotten it resolved, the wreck was her fault, she lives with me and the insurance should cover her, it suppose to, I keep getting the run around
M Padilla says
Same issue here. Hit by an Elephant Insured driver who has admitted fault. Three weeks and they still have not even approved the claim. They keep asking for more information and now they are challenging the repair shops estimate (their suggested repair shop). I am getting very frustrated. They told me to file a claim with my insurance company (State Farm) and have them subrogate to Elephant. Here I am being cooperative using their suggested repair shop. I have had to take it to the shop twice now once for an estimate , then for photos. After the photos they say I will probably have to take it back so they can send someone out to look at it. Ironically, that is what I asked them to do in the first place. At that time they told me they had no one in my area that could come to my house.
Joan says
Yes! Sounds like Elephant Insurance to me. Customers need to do themselves a favor and read the complaints opened against them on the BBB before ever even purchasing service from them! I doubt any other company has this many complaints. Oh, and according to EIC all those paying customers are wrong!