Elephant Insurance - Cardiff

Colin C.

I have had an incredibly frustrating experience with Elephant car insurance. Over the past three months, I have been unable to access the app and have been forced to manage my policy via the website. I have spent several days’ worth of hours trying to resolve this issue without success.

Today, I attempted to add my partner to my insurance policy online. The system crashed after I entered the details, and I received a message saying the process couldn’t be completed online, advising me to use the chat function. After 20 minutes of chatting with a bot, I was eventually connected to an agent, where I had to re-enter all of the information again. Two hours into the process, the system logged me out, ending the session and losing the chat history.

I had to start all over again. In total, the process took 2.5 hours, and I was then informed there would be an admin fee because I had not completed the update online. After some back and forth, this fee was reduced to an “online admin fee.” Given the amount of time spent resolving a simple task, I feel that Elephant should be compensating me for the time wasted, rather than charging fees. With a 2.7 rating on review platforms, this experience reflects poorly on Elephant, and I will be changing insurers when my policy expires.

Pedro M.

Shocking customer service!
Had an accident last night, website was working until I had to make a claim. So phoned up at the opening time on Sunday, to wait on hold for half an hour to be spoken to like absolute rubbish by a staff member working for admiral?!! So now I have another 24 hours of worrying because I'm unable to make a claim! Then hung up on on the phone! Disgusting service so far..

William M.

Most horrendous car insurance company I have ever used. Take 50 years to answer the phone and emails go unanswered even though I'm still waiting for an update which I was told would be given to me in a liability dispute. Overwhelming evidence supporting me to prove incident was not my fault yet still waiting. It doesn't take nearly a year to work out who's at fault. Waiting for my £1,100.00 excess to be returned to me and took god knows how long to pay out the settlement for my vehicle. Fed up with Elephant and would rather rip every toe nail off with a pair of pliers than use this joke of a company again.

Ammar S.

I am a current customer and in desperate need to update my account from international licence to UK Licence (As I passed my test).
My examiner told me that I can't drive my car on international Licence now as that would be considered invalid and suggested to call insurance company asap to update details.
It's really heard to get them on phone, waited in chat for 17 minutes and and got how can I help and no response onwards. Obviously I cant stick to my phone for an hour to chat only 4 sentences, taking us no where.
I did call them for "info only" incident and customer service said I will get a callback within 24-48 hours. I got a callback after 17 days that too out of business hours at around 07:30PM where I am not usually around my phone and chilling at home. This isn't the time someone should be expecting a call from a business I guess. Left me wondering what if I would've missed their call. Another 17 days?
When my fellas talk about their insurance companies and ease, I feel I am stuck as cancelling would cost me as much as I am paying for two months of insurance (being registered in international licence)

M (.

9 years as a customer. Today I have left as they increased my renewal quote 80%+ with no reason. I asked them to explain why x2 and I was ignored. A new quote was offered but it was no where close to other quotes I have received. I requested for them to answer my complaint and explain and the online chat went dead. Closed down? Very disappointed, I guess I have dodged a bullet looking at the below reviews.

David F.

Everything was fine. No problems at all. And then after cancelling, the agent said everything was settled and I was due a refund of £15 and then days later received an email saying I owe a payment of £78 and sent me a default amount for the amount ! Potentially ruining my credit score because they don’t know how to calculate cancellation costs. Absolutely ridiculous. Waiting to hear back

Update: They offered to listen to the call we previously had and what the agent had said.

They called back and offered to waive the costs. Happy the problem was fixed.

Attila G.

Using Elephant for nearly 4 years and had no issues. Customer service was mostly quick and helpful. Price is slightly above the cheap competition, but when I fitted modifications to my car that did not cost me any extra money and when a rock hit my car's windshield they got that fixed for 20 pounds at my own house within a few days.

New2hgv

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 1.09.28 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