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.