Review Time
The customer service is very disappointing. The website frequently malfunctions, making it unreliable. It directs you to a chat feature that does not function. I intended to renew my policy but ultimately decided against it due to these issues.
As a long-time customer, I feel deeply let down during the claims process. After 17 years without needing to file a claim, I faced significant issues following an accident nearly three weeks ago. The company declared my vehicle a total loss without providing essential documentation or a proper inspection. I was pressured into agreeing to salvage collection under dubious circumstances, and I have faced numerous obstacles in accessing information about my claim. Efforts to raise a complaint have been met with silence or threats regarding storage fees. The stress from this situation is overwhelming, and I feel like I have no support.
I am still being harassed by the company. They assumed a renewal I did not intend. I have tried multiple times to inform them of my decision not to renew, but communication is nearly impossible. The website wouldn't recognize my password, and I had to cancel my direct debit through my bank. This situation is incredibly frustrating. Stay away from this company.
I had a very positive interaction with customer support after my premium increased. The representative I spoke with was incredibly kind and helpful, successfully lowering my monthly costs. This isn't my first interaction with customer support, and they've always been very accommodating.
I signed up for insurance and paid the initial fee, but I never received any email confirmation. When I attempted to log into my account to cancel, I couldn't access it. I also tried to reset my password, but no email was sent. I have no way to confirm my insurance details or cancel my policy.
At renewal, I was told my details had been deleted and was asked to provide my bank information. I did not want to renew due to higher quotes. I couldn't access my account and gave up after waiting on the phone. Now, I am being charged for insurance I did not want and my case has been referred to a debt collection agency.
This is the worst insurance experience I have encountered. I have an ongoing claim from an accident and have been without my car since June. The company has done nothing to expedite repairs, leaving my vehicle sitting at a service center. I will never use this service again.
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Part of the Admiral Group, Elephant launched in 2000 and was the first UK company to sell car insurance online. Today it specialises in no nonsense, great value, straightforward car insurance.
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