Elephant Avis 

Been waiting four months for a no fault claim to be settled. Elephant instructs Auxillus to carry out a repair estimate. They companies don't communicate with each other. I have to liase between them. Auxillus informs me they have completed the quote. They send it back to Elephant, except Elephant says they don't have it or they can't contact thier 'mythical' engineers. Weekly calls and web chats taking over an hour each time, as I continually get bounced around different 'teams' to have no progress on the claim. They don't call back, they don't send emails. After a month they tell me they reject the report from the company they instructed to make it. Citing they didn't break down costs. So they instruct another company to quote on repairs. Except they give them incorrect contact details. They ask me to liase with the repairer as they say it can be quicker than them. Do I bill them for thier time? So rubbish. Get sent an email saying my claim has been settled and they will arrange scrapping. Except no one knows who sent this email, and my case isn't settled. Spent 2 hours getting bounced around with no answers.

They are the worst for service, customer engagement and complaints don't have any impact. The irony is the complaints dept or if you delay a payment to them, they get into action the same day.

Tied in for a year, but will leave as soon as possible. They are incredibly inept, and have the worst systems and customer service I have ever experienced.

AVOID AT ALL COSTS.

I have been with Elephant Insurance for over 5 years and just had the renewed quote which had increased by £80 a year.

So thought I would ring up and cancel my insurance renewal policy oh my god what a joke 1 hour and 45 minutes on hold then finally gave up waiting and tried their automated assistant which will take you around in circles if you select the trying to cancel option.

Then after 2 hours of trying I finally got through to a chat assistant who I vaguely suspected there was a human on the other end although I could be wrong who informed me it would cost £25 to cancel which I agreed to.

Then I was asked if there was anything else I could help you with so I asked for a customer feedback form and suddenly the conversation was ended.

To potential customers avoid this company like the plague and try to find a company that still values their customers if such a company still exists.

Choose a different insurer.

Had a car drive into my parked car. They did nothing, didn't follow it up, i had to do all the chasing. 6 months after it happened they just wrote off the debt because it wasn't worth their time chasing.

Renewal quote after first year doubled so I faithfully used the app to courteously cancel my renewal and even responded to a survey as to why I would not be renewing my car insurance. Given reassurance my policy was not renewed. Just checking my banking noticed they have auto renewed my direct debit doubled the amount taken. How? Tried to phone to cancel and request refund only call handler unhelpful and rude. Left me on hold until I eventually gave up. Terrible company will be reporting to trading standards absolutely disgraceful
. Scam

Fine to buy from but punish you if you leave.
Insured a car with them for a year (didn't ask for autorenewal) and then moved to another firm after that.
After a while we received an email that stated we owed and the debt had been passed for recovery

Absolutely dreadful. I mean the WORST company I have ever dealt with. 2 months into the policy someone attempted to steal my car. They broke the ignition and immobiliser. Rang elephant and they colle Ted the car the next day. Took it to a storage unit miles away. Told the next day they wouldn't pay out as I hadn't paid enough in premiums to cover the cost of repair. I stated that if I bought a 50 grand car would I have to pay 50 grand before they would repair it. Got no where. Took them a week to return my car, still broken. What's the point in insurance if they don't pay out?? Soon as my car is repaired, at my own cost I will cancel the direct debit and seriously, good luck making a claim stick in court. Not fit for purpose. ADMIRAL, they owners of this company, should be ashamed. I'd rather sew my own face to the floor than ever ever deal with them again

Absolute fares of a company, paid my insurance premium faithfully each month with only 2 months left to go. Unfortunately I was late with 1 payment and trying to pay it over the phone before they try and take it out my bank but will not accept the payment over the phone, however if they dont take it direct debit the second time I must phone back up to pay it over the phone.. I cannot understand why they can’t just take the payment over the phone before they try and come for it the second time.. baffling and contradicting

Hardest insurance company to get hold of in the world.

Get sent around the shop on the online chat, phone number to contact them is hard to find, and takes ages to get to a call handler.

Helpful on the phone though.

Trying to get a quote - apparently I already have a policy with them - which I don't. having entered all of my details I now can't get e quote and can't log in to my 'account'. if this it the level of functionality when they are trying to win custom I can't imagine how bad it is when you're a customer.

Usually I would give Elephant a 5* and have loved being a customer with them but I am not impressed with their on going issues and maintenance with their app, site and phone lines.

I’ve been trying to check a vital piece of information on my policy for ages and it refuses me to log in, the site just crashes and today it says ‘Until 6pm we can’t help with anything apart from emergencies’.

A one off and I totally understand this but to keep happening it’s not that great. By law you should be able to access your own policy details you pay for.

I am having second thoughts about renewing because of this. If I can’t access my policy, what’s the point in being with this company.

I have been a customer with elephant for over 10 years now. The last few years I have had a multi car policy with them as they claimed this would make your car insurance cheaper.
Every renew that I have had from them as always been more than the year before however after a 30 minute plus call to one of there agents it’s normally reduced to the same price as last year or cheaper, which is very frustrating as I pay them for a service yet I have to work for it each year.
This year however was a joke, when my renewal came in I nearly fainted. Last year I paid £607 for two car on a multi car policy, this year however they wanted over £1200.
I called them up as I need to change the policy holder on one of the cars to my wife and they then quoted over £1600, at this point I laughed and asked them to cancel my policy.
I then contacted Tesco bank and got both cars insurance my wife the policy holder of one car and me the other for £700.

All I can think is Elephant no longer wanted my business. It just shows loyalty means nothing to them and because of this I doubt I would ever use them again.

Got car insurance from elephant.Can honestly say,the way my claim was dealt with,was 1st class.From the courtesy car, to Auxillis, it was faultless .Was smoother than I ever expected and I was sincerely impressed.

I am currently battling to get a claim through 1 month on and my car has still not been taken to the garage. No courtesy car, and no end of this debacle in sight.

Worst insurance company,bad customer service,very expensive as they tripled the price from last year.I found cheaper company with better services.They keep you waiting for at least one hour to reply and keep referring you from one to another,please avoid!

Do not buy your insurance here.
I'm paying 500 pounds more than the last year, I never made a claim, my record is clear.
I should pay 50 pounds now, and they increased 100 pounds per month.
Please, be careful is a rubbish company.

Omg! I am in complete shock! These guys still charged me after I cancelled and I still don’t understand how they set up a direct debit with my other bank. Trashed my details and logged me out of their systems but still taking money. Installing their apps feels like a tracking bug

Zero star service. No 1 bad insurance company in the UK

These apparent geniuses cannot operate a functioning website or a phone. Useless is an understatement as is their ability to settle a claim. I was hit from the rear in 2021 and still they can't sort it out but are happy to pester me about a personal injury claim. Shameful creatures.

First an increase of £300 on my car insurance without any specific reasons except ''inflation''. Secondly awful customer experience calling being pushed on round & round from one dept to another having to repeat the same information over and over for 50 min only to get the same generic robot-like lacking empathy delivery of information. Very disappointing to say the least. My question is why even have human being answering when there is nothing human about them. At this stage bring on AI