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

Discounts

Discount Percentages By State

*10% (male),  6% (female)

• Early Bird discount: Customer must have current insurance in place until the new effective date. This discount requires that you PURCHASE the policy 5 days before it's due to start. 
• Homeowner: This is a discount they receive just for being a homeowner.
• Good Student discount:  A driver who's never been married , aged 16-24, and is a full-time student with GPA > 3.0 is eligible. Underwriting requires proof of the student's grade eligibility for the Good Student Discount to stay applied. 
  • Agents are authorized to add the good student discount real-time, provided the customer qualifies for the discount. 
    The requirements for the GSD are:
    • Full-time student
    • Never married
    • 24 years of age or younger
    • Have a 3.0 or higher GPA
    • Rated driver on the policy
    • How to ask about GPA

    In regards to the student's GPA, don't lead your customer to an answer. In order to properly probe for this discount, use an open-ended question to probe for the student’s GPA:

    "What is their GPA?"

    Georgia

    • When adding the discount for Georgia, follow the process of having the policyholder submit their child's transcript or grade report.
    • GA requires a state regulated form be submitted by the educational institution on behalf of the eligible driver on an annual renewal basis.
    • This form is automatically sent out to all policies with an eligible driver. 
    • Once the form is received, it will be applied to the annual renewal term and must be recertified every year.
    • If the policyholder does not send the form back, the discount will be removed in the annual renewal term.
    Advise:

    
    

    "You will be sent a form that needs to be signed and given to (student)'s school to be sent back to Elephant. Is that something you will be able to do?"

    *Warn the customer to sign, input address and policy information before giving the form to the school. The school will send it to us directly through mail or fax.

    
    

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?

Brand/Target Audience

Products

Discounts

Fees

Updated installment fees in VA, TX, and OH apply to polices bound 08/08/2023 and later, and renewals generated on or after 08/08/2023.

*$4 for new bind policies effective before 06/21/2023 and renewals effective before 08/15/2023.

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

Fee Descriptions

*$4 for new bind policies effective before 06/21/2023 and renewals effective before 08/15/2023.*

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

Additional Coverages

Glass Damage

There is no separate glass coverage at Elephant. Glass is covered under Other than Collision coverage (aka Comprehensive). If the window is damaged under a covered claim and the window is able to be repaired, there is no deductible. If the window has to be replaced, the deductible will have to be met. Whenever discussing coverage, we do not want to say specifically what is and isn't covered as it is circumstantial. 

Rental Reimbursement

Rental Reimbursement is a first-party coverage that is available when your covered vehicle is not drivable or needs repairs following a comprehensive or collision claim. If selected as a policy coverage, rental reimbursement will provide you with a rental vehicle while your vehicle is being repaired or replaced. Again, this coverage is only available following a covered claim. Policy limits and exclusions apply. 

All states except Virginia have a per-day limit, with a maximum total amount that will be paid for the claim. Virginia only specifies a maximum coverage and does not have a per-day limit.

When obtaining a rental vehicle, you are responsible for the initial deposit, which is refundable, as well as the damage waiver, any additional gas needed, or insurance purchased. We work directly with Hertz, so you do not have to pay for your rental limits upfront. If you choose to go with another rental company, you would pay upfront, then the adjuster would review for the appropriate reimbursement.

The cost of a rental vehicle varies by state.

Roadside Assistance

What is the advantage of getting roadside through Elephant?

• Available 24/7/365 from wherever you are
• Real-time tracking of your service provider’s progress toward you. You’ll see their name and the information about their service vehicle.
• Keep others in the loop. Share your service-tracking link with family, friends, or coworkers to give them continuous live updates about your status.

Roadside Assistance Covers: 

• Towing
  • Vehicles will be towed up to the maximum benefit limit to the nearest qualified repair shop. 
• Battery Jump Start 
  •  Agero will arrange for a service provider to attempt to start the customer’s vehicle. If it can’t be started, Agero will arrange for a towing based on the towing limit.
• Flat Tire Change 
  • Agero will arrange for a service provider to change flat tire with an inflated spare. If the customer does not have a spare, Agero will arrange for towing based on towing limit.
• Lock Out Service
  • If a customer’s car door key is lost, broken or accidentally locked inside of the car, Agero will arrange to send a service provider to open the vehicle's door. The making of a spare key is not included.
• Fuel Delivery 
  • Agero will arrange for a service provider to deliver up to 2 gallons of gasoline or diesel fuel. The customer must pay for the fuel when it is delivered.
• Winching
  •  If a vehicle is in a ditch or stuck and accessible within 100 feet from a normally traveled roadway and conditions allow for the vehicle to be dislodged if stuck, dispatch coverage for winching is provided.

The following are the coverage limits available by state: 

**After exceeding the $75 tow limit in VA, the cost per mile can vary by mileage

*Per year regardless of term length. Once the limit has been reached, customers can pay out-of-pocket at a reduced rate.
**If the customer wants their vehicle towed further than the limit, Agero will be able to quote the price in advance so that the customer knows what they will be paying before the tow occurs

Pet Injury Protection

Pet injury protection is automatically added to the customer's Elephant policy with the collision coverage. Elephant will pay up to $1,000 for vet bills and other related costs if your pet sustains injuries while driving with you at the time of an accident. 

Coverage Details: 

• Limited to dogs and cats owned by Elephant policy holders
• The customer's pet must be inside the vehicle at the time of the accident
• Elephant will cover up to 2 pets (dogs or cats)

Legal Coverage

Legal coverage can be purchased for the individual or for everyone on the policy. The plan offers:

• 100% attorney fee coverage for a minor traffic violation once per year.
• 25% discount off any other attorney services such as:
  • Will preparation
  • Real estate transactions (buy/sell/refinance)
  • Family law (divorce, adoption)
  • Elder law matters
  • Tenant/landlord matters, and more.

Diminishing Deductible

Diminishing deductible is a coverage feature that can be added onto a vehicle's collision deductible to lower the out-of-pocket costs in the event of an accident*. To be eligible, all vehicles with collision added must have at least a $500 deductible. It is an all or none coverage, so all vehicles on the policy with collision must opt for the coverage (vehicles with liability-only are exempt). 

With the coverage selected, customers will see an immediate reduction of their deductible amount by $100 for yearly policies or $50 for 6-month policies. The deductible will reduce automatically after the policy is bound and will continue to reduce by $100 (for yearly policies) or $50 (for 6-month policies) each term the customer remains accident-free*. 

The maximum amount the customer's deductible could reduce by is $500. 

Example: A customer purchases a 6-month policy with a $1000 collision deductible with diminishing deductible added. Immediately, the customer's collision deductible reduces to $950. If the customer remains accident free for the foreseeable future, their collision deductible will reduce by $50/term until it reaches $500. Having reached the maximum reduction amount, the deductible will freeze at $500.

On the other hand, a customer who chooses a $500 collision deductible, for example, could have their collision deductible reduce all the way to $0, if they remain accident free! 

In the event of an accident*, the customer will not see a reduction in their deductible at renewal. Instead, it will remain the same (freeze) for one term and will continue to decrease following the next accident-free* term. It does not reset!

*DD is affected by chargeable and non-chargeable accidents. When talking to your customer, keep the description simple by saying "accident-free."

Example: A customer purchases a 6-month policy with a $500 collision deductible with diminishing deductible added. Immediately, the customer's collision deductible reduces to $450. The customer has an accident during their first term. At renewal, their collision deductible freezes at $450. It will continue to reduce following an accident-free term.

The cost for this coverage is $30/term/vehicle for 6-month policies ($60 a year). It can only be added at new business and renewal. It cannot be added mid-term.

To add this coverage you will go to the quote page where  you select coverages. Diminishing Deductible is found under Additional Benefits.

Loan/Lease Payoff

Elephant does NOT offer Gap insurance! Loan/Lease coverage is NOT Gap coverage. 

If your car is totaled and you are “upside down” (owe more than the value of the car) on your loan, then loan/lease coverage can help offset the remaining amount due on the loan/lease. Loan/lease will not pay for:

• Your comprehensive or collision deductible
• Any overdue loan/lease payments at the time of the loss
• Financial penalties imposed for: excessive loss, abnormal wear & tear, or high mileage
• Security deposits not refunded by a lessor
• Cost of extended warranties, credit life, health, accident, or disabilities
• Carry over balances from other loans
• Cost of service contracts

Loan/lease only applies if your vehicle is a total loss. The vehicle must have comprehensive and collision coverage to be eligible.

*policy contract exclusions apply

There is no limit specified for VA’s coverage, but in our other states, we will only pay up to 25% of the actual cash value of the auto toward the remaining balance on the loan/lease. In Virginia, loan/lease payoff is only available for vehicles that are 8 years old or younger.

Here is an example of how loan/lease payoff could help offset the remaining balance due on the loan. Keep in mind that exclusions do apply and every claim is different. 

Accident Forgiveness

Accident forgiveness is a policy feature that is automatically earned after a customer goes three consecutive years without having an accident on their policy (no accidents for any driver on the policy). After remaining accident free for 3 years, the customer is eligible to have their next at-fault accident waived from their policy. A waived accident will not affect the premium with an accident surcharge, but will freeze diminishing deductible, if applied to the policy.

Only one accident is eligible to be waived per policy. Once an accident is waived, it stays waived until it falls off after 3 years.

*Accident is abbreviated as AX

Upgraded Accident Forgiveness

Eligibility

If they qualify, customers can now purchase Upgraded Accident Forgiveness (UAF). 

To be eligible, there cannot be any chargeable or non-chargeable accidents from the past 3 years for any driver on the policy.

It will ONLY appear if the customer is eligible. 

How does it work?

At renewal, PC will automatically check claims history for the prior term. If there was a chargeable or non-chargeable accident, it will be waived. 

If there are multiple accidents, the most severe accident will be waived. 

When can it be added?

It can only be added at new business and renewal. However, we can add UAF regardless of other coverage options (ex: comp and collision).  

UAF can be removed at any time.

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 $4 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

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.)

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 at 877-218-7865 or by chat on the Agency Servicing Portal. 

Do you require any documents to be signed? 

Once the application is submitted, that is considered e-signed and no trailing documents for signatures are needed unless there are waivers required due to coverage selection. Those waivers are e-signed via AdobeSign.

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 be 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 require insurance to release
5. The lien holder repossessed the vehicle and requires insurance 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 you call if you 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. 

True or False: Elephant tech support can fix the status of a salvaged title if your customer says it was not salvaged. 

False - 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.