Elephant at a Glance

Elephant at a Glance

Appetite/Competitiveness

• Currently Insured
• Good - Excellent Credit Score
• Multi-Vehicle Policies
• Additional Drivers, Including Youthful Drivers on Family Policies
• Has Minimal At Fault Accidents 
• Shops Early
• Considers Paying in Full 

At A Glance Card: 

Why Elephant?

• We make it easy to do business with us. From our simple quote journey to our direct underwriting contacts to our 24/7 claims reporting, we are there for you and your customers!
  • Easy-to-use agent quoting journey
  • Competitive pricing
  • Valuable discounts for your customers
  • Direct contact with Elephant underwriters
  • Customer portal for easy policy changes, making payments and downloading policy documents
  • Premium add-on features like 24/7 Roadside Assistance

Branding

Who is Elephant?

• Elephant started doing business in 2009
• Elephant is headquartered in Richmond, Virginia
• Elephant is recognized on the Forbes list of America's Best Insurance Companies of 2023. Click here for more information 
• Elephant has a A+ rating with the BBB. We do not have an AM Best rating as we are owned by a UK company, however Admiral Group does have an A+ Fitch rating (comparable to America's AM Best rating) Click here for more information

Why Elephant?

• We strive to keep car insurance simple, flexible, and fair.  
• We remove complication so your insurance is easier to understand.
• We’re committed to helping you feel confident in your auto insurance choices by laying out your options in a way that makes sense.
• We do our best to make your insurance a support system instead of a hassle.
• We think you should be rewarded for making smart choices. 
• It feels nice to be acknowledged for your smart choices. We believe in rewarding you for them.
• Just think of us as your insurance-savvy friends you’re meeting for coffee.

Brand/Target Audience

Value

• Our customized pricing allows us to deliver quality coverage and service at a fair price.
• Save up to $[###] without ever leaving your home.
• Get the coverage you need at the price you deserve.
• We’re a direct-to-consumer insurance provider, which allows us to be efficient and cost-effective.
• Whether you’re insuring multiple vehicles, bundling your homeowners and auto insurance policy, or insuring a good student—we have a discount for you.

Transparency

• Elephant gives you the right tools so you can choose the right protection.
• We make sure you understand the car insurance you’re paying for, and that your policy meets your personal needs.
• Elephant helps you create your perfect coverage, so you only pay for what you need.
• We help you understand not only what car insurance you’re buying, but what you need.
• We make sure you have the tools to know what car insurance you need.

Control

• Insurance on your terms.
• Life doesn’t stand still, so neither should your car insurance. Protect what matters most with insurance that suits you best.
• We make sure you’re in the driver’s seat, which basically makes us your ultimate co-pilot.
• Insurance that changes with your life.
• No matter how life evolves, we’re committed to helping you feel confident in your coverage choices. No matter how life evolves, we’re committed to helping you feel confident in your coverage choices.

Products

Claims Photo App

• File your claim in a snap, or at least in a few touches of your smartphone.
• Our Claims Photo App takes the stress out of filing a claim, so you can get the help you need more quickly.
• Filing a claim can be a hassle, but we’ll make sure to get you back on the road as quickly as possible.
• We’re here to get you back on the road.
• Use our online claim process to get what you need in as little time as possible.

Online Account-for the Customer

• It’s your information—access it however and whenever you need.
• You’re always in control of your coverages with online account access.
• As your needs change, adjust your coverage to match where your life is right now.
• Use your online account to increase or decrease coverage amounts, manage billing, or adjust the number of drivers on your policy.

Pet Coverage

• We’ll cover up to $1000 of any vet bills your pet incurs if they’re ever injured in an accident.
• We’ll cover a portion of any vet bills your pet incurs if they’re ever injured in an accident, so we can help get them back on their furry feet as quickly and safely as possible.
• As fellow pet-owners, it’s important to us to do what we can to help your four-legged family members heal if they’ve been injured in an accident.

Real-time Roadside Assistance

• Whether it’s a flat tire or a dead battery, we’ll make sure you’re protected.
• Elephant gets you back on the road safely and quickly.
• We’re here to help when you need it most. We’re here to help when you need it most.

Discounts

• Multi-Car
  We value all of the cars on your policy. Get a discount for insuring them all with us.
• Claims-free
  Haven’t had an accident in a while? Claims-free driving helps you save.
• Work From Home Discount™
  No more morning commute? Don’t pay like you have one. Save money on your saved miles.
• Good Student
  Are you in school, or have someone on your plan that is? Great grades mean lower premiums.
• Electronic Signature
  Save money for saving yourself the hassle of signing in person.
• Paperless Account
  We’ll reward you for saving trees when you select paperless billing.
• Pay-in-Full
  Save a lump of cash when you pay your total premium in one lump sum.

Fees

**Tx theft prevention fee is applied once per year per vehicle regardless of term length.

Fee Descriptions

**Tx theft prevention fee is applied once per year per vehicle regardless of term length.**

Customer Email Information

At Elephant we want to make sure that you and your customers are having the most positive experience we can offer with our products.

For us to effectively do this, we need to have a valid customer email addresses on file. We have seen a strong correlation between customers with invalid email addresses on file cancelling. You could be missing out on commission because your customers policies are cancelling!

If your customer isn’t receiving policy information consistently, they are missing out on a lot of valuable and necessary information such as:

	Policy Documents (ID cards, amendment information, etc.).
	Ability to create a customer portal account.
	Post-Bind Waivers/Forms – this can lead to increased premium or cancelled policy if these forms are not signed.
	Billing information – i.e., payment reminders and payment confirmations.

Please always put the customer’s actual e-mail address in the system prior to binding. Make a mistake or forget? No worries, you can always make this change by calling Customer Care or using the Agent Portal.

We will never remarket to any of your customers. They will not receive any emails from us outside of their necessary policy documents listed above.

Payment Options

All payments with Elephant are initially set up on auto draft. You may remove auto pay by calling into Customer Care at 877-218-7865 or by chat in the Agency Servicing Portal. There is a $25 fee in VA, TX, IL, IN and TN. This also increases the late fee by $10 for each of these states. 

Please note: All initial payments are taken from a debit or credit card and funds are taken immediately, even for a future effective date. 

Payment Plans

• Monthly recurring, if the customer uses EFT for future payments they will get a $5 discount for each payment.
  If 2 months down is required for the first payment, they will have 4 additional payments that will automatically draft for the next 4 months.
  2 months down policies are billed ahead and will not skip the last month of the current term. There are no skipped payments. (see below)
  • Month 1: Downpayment (2 months down)
  • Month 2: Payment 1
  • Month 3: Payment 2
  • Month 4: Payment 3
  • Month 5: Payment 4
  • Month 6: Renewal payment
• 2-pay 
• Pay-in-full (customer receives a discount)

Payment Methods

The customer's first payment always has to be with a credit card or a debit card. Any future payments can be either from the same card, a different card, or EFT draft. The customer can change the payment method to a new card or EFT at bind, by logging on to the portal or calling in. 

We accept all major credit card types: Visa, Mastercard, Discover, American Express

Payment Collection

1. Enter today's payment information for down payment

2. Enter the same or different method of payment for future payments

3. Always let the customer know that they will be set up for automatic payments

**Customer service can remove customers from auto draft, there is a fee in most states (see here)**

Policy Documents

Application:

Elephant does NOT require a signed application. There are no trailing documents that need to be signed and returned. We like to keep it simple for you. 

For customers: 

When an agent binds the policy, the customer will automatically receive their policy documents to the email address provided. If the customer needs them at any point, they will also be available 24/7 on the customer portal. They can create an account to access and make changes to their policy anytime.

URL: https://account.elephant.com/

For agents:

On the last page of the quote journey before bind, there is a checkbox that opts you in to receive copy of your customer’s policy documents. Please check this box if you would like to receive a copy.

Post-Bind Waivers/Form:

In the event there are any waivers or forms that need to be electronically signed, they will be sent electronically through DocuSign for the customer to sign within a certain time frame. Elephant handles this process, so you all do not have to chase these down. Here is a breakdown of what the process looks like:

Contact Information

We care about our agents and your experience. Please don't hesitate to reach out to us at any time during or after the quoting and binding processes. 

Quote and Pre-bind Contact Information:

Customer Line: 877-218-7865 **THIS LINE SHOULD BE USED FOR CUSTOMERS ONLY**

• Agent Line: 855-939-5367 **THIS LINE IS FOR AGENTS ONLY** Please do not give your customers this number as we are not able to assist customers in certain capacities. Press: 
  • 1 for customer care for existing or canceled policies (including underwriting) 
  • 2 for canceling a current policy 
  • 3 for agency/technical support
  • 4 for claims
• Tech Support Email: agencytechsupport@elephant.com
• Underwriting Email: underwriting@elephant.com
• Chat is available on the quote journey and Agency Resource Center Monday-Friday 8:30 am-5:30 pm ET and Friday 8:30 am-5:00 pm ET
• Hours of Operation: 
  • Monday - Friday: 8 am-5 pm ET
  • Saturday and Sunday: Closed

Post Bind Contact Information:

You are able to access our Agency Servicing Portal to manage the policies you have sold here. You will need to register first, you can email agencytechsupport@elephant.com to get your company code. 

If you or your customer need to reach us regarding their account after they have purchased, they can contact us in many different ways based on their preference. 

Customer Care: 

Customer Line: 877-218-7865 **THIS LINE SHOULD BE USED FOR CUSTOMERS ONLY**

• Agent Line: 855-939-5367 **THIS LINE IS FOR AGENTS ONLY** Please do not give your customers this number as we are not able to assist customers in certain capacities. Press: 
  • 1 for customer care for existing or canceled policies (including underwriting) 
  • 2 for canceling a current policy
• Email: customercare@elephant.com
• Chat is available for existing or canceled policies on the agency portal Monday-Friday 9 am-6 pm ET
• Hours of Operation: 
  • Monday - Friday: 8 am-6 pm ET
  • Saturday and Sunday: Closed

Underwriting (POST-bind only): 855-939-5350

• Underwriting Email: underwriting@elephant.com

Claims: 

• Phone: 844-937-5353
• Fax: 804-955-1722
• Email: claims@elephant.com
• Mailing address: 
  • P.O. Box 5205
    Glen Allen, VA 23058

Chat

Chat for Customer Care for existing or canceled policies is open Monday-Friday 9 am-6 pm ET. Chat for Sales Support is open Monday-Friday 8 am-5 pm ET.

You can access chats several ways, you will be talking to a live agent. If you need sales support you can access chat in the bottom right corner on the quote retrieval page or in the quote journey here or on the homepage of the Agency Resource Center, here. You will see a box that looks like below. If you have questions about or need to make changes to an existing or canceled policy, select "existing policy." If you need sales support for a quote for a brand-new customer, select "quote for a new policy." You want to be sure to select the right one as you will be talking with a live agent and specific agents can only help with specific things. 

You can access chats several ways, you will be talking to a live agent. If you need sales support you can access chat in the bottom right corner on the quote retrieval page or in the quote journey here or on the homepage of the Agency Resource Center, here. You will see a box that looks like below. If you have questions about or need to make changes to an existing or canceled policy, select "existing policy." If you need sales support for a quote for a brand-new customer, select "quote for a new policy." You want to be sure to select the right one as you will be talking with a live agent and specific agents can only help with specific things. 

You can also access chat for Customer Care (for existing or canceled policies,) go here. If you only need documents you can select that and you will go to a site to manually request the documents. (See below.)

More About Elephant

Elephant Insurance is a customer-centric direct insurer headquartered in Richmond, Virginia. Founded in 2009, Elephant is a subsidiary of Admiral Group plc, a FTSE 100 company and one of the U.K.’s leading insurers with a presence in eight countries and over 6 million customers worldwide.

Why the name Elephant?

Elephant may not seem like the most logical name for an insurance company, but actually, it’s a pretty great fit. We think the qualities of an elephant perfectly match how we do business and approach insurance. Elephants are big, strong, and built to last.  At the same time, they are kind, caring, and look out for their herd.

So why does this matter to you? When you insure with Elephant, you become part of our herd. We are big enough to matter but small enough to care. We provide the coverage and services you need, when you need them. Our company is built around listening to our customers when they have feedback and rapidly changing to make their lives easier. When you really think about it, doesn’t it seem like you’d want your insurer to be an elephant?

Supporting Safety in Our Communities

Our business is connected to the road and keeping people safe is our top priority. Here are a few ways we strive to make a positive impact for our customers, employees, and the communities around us.  And have a little fun along the way.

Safe drivers

Creating safe roads means reducing dangers. These days, that especially means distracted driving, which is a threat to drivers and pedestrians alike. Elephant believes strongly in the power of communication and connecting with young drivers early about the dangers of distracted driving. We support Project Yellow Light, a passionately led nonprofit which creatively connects with teens to help spread the word about this urgent issue. Project Yellow Light is a scholarship competition that gets teens talking to other teens about the dangers of distracted driving. They create short films, radio spots and billboards to share points-of-view on the issue, and the winners receive college scholarships in memory of teen drivers who have lost their lives. Please find out more (and even participate!) by visiting Project Yellow Light.

Safe driving

Elephant supports the Insurance Institute for Highway Safety (IIHS), an independent, nonprofit scientific and educational organization dedicated to reducing losses from motor vehicle crashes.

Safe and clean roads

Well-maintained, litter-free roads make for safer roads. Elephant supports programs intended to clean up highways and roads to ensure a safe driving experience. In fact, Elephant was the first company to support the Beautify Virginia program with a commitment to clean up 100 miles of the commonwealth’s interstates in partnership with Adopt-A-Highway.  Over 4,600 miles of roads have been maintained in Texas, Virginia, and Indiana since 2019 through the Adopt A Highway partnership.

Supporting local teams

A big part of community fun in Richmond takes place cheering on the city’s two professional sports teams: the Richmond Flying Squirrels, an MiLB team, and the Richmond Kickers, a USL soccer team. For a company that is all about fun, we find great joy in supporting two organizations that make happy memories for friends and families throughout the Richmond area.

Frequently Asked Questions

Do you accept EFT? 

Yes, but only for future payments. The initial payment MUST be on a credit or debit card. 

When does the down payment process? 

The down payment processes the day that it is put into the system. But the following payment will not be due until one month after the policy effective date.

Can future payment due dates be changed?

Yes, but only post-bind. This can only be done by a Customer Care agent. You can reach them by chat on the Agency Servicing Portal or at 877-218-7865.  

Do you require any documents to be signed? 

Once the application is submitted, that is considered signed. No trailing documents for signatures are needed for the application, but there are waivers required for certain coverage selections. Those waivers are e-signed via AdobeSign. See more about waivers here. 

What is the minimum age to be insured? 

• Primary Insured --- 18 years old
• Additional Drivers -- 15 years old

How can I guarantee the customer I am working with receives the Early Bird Discount?

The customer receives the Early Bird discount of up to 10% IF the policy is bound 5 or more days before the effective date. This also requires the customer to keep current insurance until the effective date so as to not cause a lapse. 

Why isn't the system allowing me to add comp/collision for this vehicle?

If the system is not allowing comp and/or collision to be added, it is because the vehicle has a salvage title.

When can I bind a policy and have it effective on the same day for my customer?

There are only 6 reasons that will give your customers eligibility, and they may be asked by underwriting for documentation in reference to these reasons:

1. DMV-related (going to the DMV to register a car, needs SR-22 to reinstate license at DMV, etc.)
2. Purchasing a new vehicle from a dealership today
3. To prevent a lapse in insurance
4. Police impounded a vehicle, and insurance is required to release
5. The lienholder repossessed the vehicle, and insurance is required to release
6. The customer is purchasing a Texas auto policy and requires insurance to get a state inspection

What is the Agency Servicing Portal used for?

• Servicing a policy and printing policy documents. 
• The agent portal is ONLY for agents who can service their own policies. You will need your company code to set this up. This only needs to be done after your first policy is bound with Elephant. This can be set up here. 

What number/department should I call if I need help post bind, including underwriting help, whether the policy is in force or canceled? 

Customer Service: 877-218-7865

Once a policy has been bound, agent support cannot help as they are for pre-bind support only. Post bind, whether the policy is in force or canceled, you will need to speak with customer service. 

Can we sell your homeowners? 

Elephant does not underwrite homeowners. We currently don't offer a bundling discount for our agency partners but will be looking to do so again in the future.

True or False: You only have to call in to get the garaging address updated if the Named Insured has a student away at school OUT of state, not in state.

• False - IF the student is OUT of state in school you can select "yes" to vehicles that would be kept at primary garaging address as we don't have a way to rate for out of state. You should call in to have policy notes added to be sure that you and your customer have the best experience with us.
• If you have a child away at school IN state, you need to call in prior to binding and have the garaging address updated for that vehicle to most accurately rate the policy. 

Can Elephant tech support can fix the status of a salvaged title if the customer says it was not salvaged? 

No - We cannot change the status of a salvaged title. If your customer wants to dispute the information, please advise that they can contact their local DMV.