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“ITS ALL ABOUT ELEPHANT. STUFF THE CUSTOMER.”

written by 108Hayes on 27/09/2014

I don't actually use forums like this but after an awful experience with Elephant, I have decided to warn others about Elephant's devious policies, their "customer service no helpline," their ability to misinform customers with no consequence and their greedy attitude when customers are left financially disadvantaged due to faults on their part.

My husband and I were unfortunate to be involved in an accident in February 2014 that was not our fault. Despite providing photographs to prove this point, coupled with the fact that elephant agree we are faultless, we are still being urged to accept some liability and the sorry saga continues...

Shortly after we made a claim, we asked if we could be refunded the premium paid up to July 2014. We were told this wasn't possible but when we insure a new car, it would be taken into consideration with that particular policy.

My husband called on Monday (22/9) as we had seen a car and wanted to know what insurance would cost. We were advised it was £17 as it was taking into consideration the "credit" from the previous premium.

We therefore decided to purchase the car yesterday and payment was made in full. As our new car required tax, my husband called elephant today to agree insurance and request the certificate...

BUT it wasn't to be and were duly advised that the policy would cost £900 as we were mis advised. AND to rub some salt into the open wound, because we hadn't insured the car within 45 days of "renewal," the "credit" can no longer be used.

I explained that we had purchased the car in good faith and on the basis of the previous premium. A car. Not a packet of crisps. A car. But, I should know the T&Cs about premiums and 45 day renewals. I should also point out that as our "policy" ended on 19th Feb, we wouldn't have gone through a renewals process.

But, we should have known that our policy was up in July 2015. Which one is it?!? Cancelled in Feb or not renewed in July? And if this is the case, why on Monday when my husband called, was he told it was £17 because the premium was considered??

So, involved in an accident that wasn't our fault. We'll probably lose no claims and excess as we're being advised to take 25% liability by Elephant who conveniently insured the driver that crashed into us.

And all we hear is...

"We can see that you were mis advised earlier in the week and we can only apologise for that. But, as per the terms and conditions, you have to insure a car within 45 days of renewal."

"You will get a refund on your premium if the claim turns in your favour. If it wasn't your fault, we will refund the premium."

And the best one.

"We know your not at fault and that he has broken the Highway Code but it's probably best to settle 75/25. You can take it court if you like but you'll probably end up with a CCJ and you wouldn't want that."

Pound signs is all elephant can see. Common sense is not very common at Elephant and scare tactics and policy enforcement is the only approach they know. I am left frustrated, out of pocket and a gut wrenching feeling of ripped off.

I am in the process of requesting copies of calls and correspondence and I will be escalating to the Financial Ombudsman.