They automatically renewed my car insurance without my confirmation, taking out nearly £700 because it was set to "auto renew". I was never asked if I wanted it to auto renew. I was on annual leave so... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Loyal customer of 8 years. Each year was the same battle over renewal pricing. Cover and options were good but pricing was not. Just left as they added 7% this time and wouldn't come down. Have switch... See more
Company replied
I was with this company for 16 years, every year, they slowly and slowly increased my insurance, even though I had never made a claim once. I always paid never caused any problems. This year, they cha... See more
Company replied
My renewal quote increased by about 80% compared to last year and none of my circumstances or driving history had changed, which felt like a blatant attempt to exploit my loyalty. When I called to... See more
Company replied
Company details
Information provided by various external sources
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.
Contact info
Ty Admiral, David Street, CF10 2AA, Cardiff, United Kingdom
- 0333 220 2006
- www.elephant.co.uk
1.8
Poor
901 reviews
Replied to 97% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Would not recommend
They increased my insurance after receiving NCB confirmation of 6 years instead of 5 (which I wrote in the application - and understand it‘s my mistake).
April 10, 2026
Unprompted review
Reply from Elephant
Hello Sara, Thanks for your review, and we’re sorry for the frustration. If you’d like us to review this or discuss it further, please email ReviewFeedbackSupport@admiralgroup.co.uk
and we’ll be happy to help.
Thanks,
Kate.
8 years loyalty for not much.
Loyal customer of 8 years. Each year was the same battle over renewal pricing. Cover and options were good but pricing was not. Just left as they added 7% this time and wouldn't come down. Have switched provider.
April 14, 2026
Unprompted review
Reply from Elephant
Hello Phil.
Thank you for taking the time to share your feedback and for being a loyal customer with us for the past 8 years. We’re really sorry to hear how frustrating you’ve found the renewal process and that pricing ultimately led to your decision to switch providers.
We understand how disappointing it is when renewal prices increase, particularly after many years with no issues, and we appreciate you acknowledging the cover and options available. While our prices won’t always align with other insurers and can change year to year based on a number of factors, we’re sorry that we weren’t able to offer a renewal that met your expectations on this occasion.
Thank you again for your long‑standing custom and for sharing your experience, we’ll take your feedback on board. - Courtney
Took nearly £700 without permissions because of "auto renew"
They automatically renewed my car insurance without my confirmation, taking out nearly £700 because it was set to "auto renew". I was never asked if I wanted it to auto renew. I was on annual leave so couldn't check my emails. I received no apology, no empathy and was told it could take up to 10 working days to refund. Rent is due. Thanks Elephant.
April 13, 2026
Unprompted review
Reply from Elephant
Hello Callum.
We’re really sorry to hear about your experience, and we understand how upsetting and stressful this must have been - especially with such a large payment being taken while you were on annual leave and with rent due.
All of our car insurance policies are set to automatically renew to help ensure customers aren’t left without cover. However, you can opt out of auto‑renewal at any time, and we’re sorry that this wasn’t clearer or didn’t feel well communicated in your case.
We’re also sorry to hear that the interaction felt lacking in empathy. That’s certainly not the experience we want to provide, particularly in situations like this. Once a policy is cancelled, refunds can take up to 10 working days to process, though we appreciate how difficult that timing can be.
So we can make sure your concerns are properly logged and investigated, please could you email us your policy number to ReviewFeedbackSupport@admiralgroup.co.uk? This will ensure the appropriate team look into this for you. - Courtney
Wonderful experience with elephant…
Wonderful experience with elephant Insurance. Thank you Gursahib Singh.he is very helpful and kind .thanks alot Gursahib .
March 31, 2026
Unprompted review
Worst customer services ever.
Worst customer services ever.
I wish I had checked Trust Pilot before choosing this insurance.
March 27, 2026
Unprompted review
Reply from Elephant
Hello San.
Thank you for taking the time to share your feedback, and I’m really sorry to hear about your experience, that’s not the level of service we want for anyone.
We’d like to look into what happened and make sure the right team can help you. If you could please email us your details along with a brief description of the issue, we’ll arrange for the relevant team to contact you directly and get this sorted.
ReviewFeedbackSupport@admiralgroup.co.uk
We’re here to help and appreciate you giving us the chance to look into this. - Courtney
First time I tried this car insurance…
EDIT: Everything is now resolved. Thank you.
---------
First time I tried this car insurance company, they cancelled my car insurance because they have information that my bank account has been used to insure some random people I don't even know, I have never given access from bank account to another persons. I even double checked all transactions and there is no suspicious activity in bank account and never been any transaction with this company, this was the first time. I told them that I can provide with any proofs they need to check but they just don't care, there is two options or they have some glitch in system or they are doing this on purpose. Looks like I will need to take legal action against them.
February 10, 2026
Unprompted review
Reply from Elephant
Hello Emils,
Thank you for taking the time to share your feedback.
I’m really sorry to hear about the experience you’ve had, this isn’t the level of service we want anyone to receive. We understand how concerning this situation must feel, and we’d really like to look into it properly for you.
So we can get the relevant team to review what’s happened and contact you directly, could you please email us your policy number along with your best contact number to reviewfeedbacksupport@admiralgroup.co.uk
Thanks,
Courtney
Avoid ELEPHANT car insurance
Avoid. Over 15 years of no claim insurance. Ever time, the company started to raise premiums by 25% annually. I kept dropping coverage until the bare minimum
Cost over £800, a 26% increase on previous year.
Avoid, avoid, avoid. Many other cheaper options.
February 11, 2026
Unprompted review
Reply from Elephant
Hello Ivo.
We’re sorry that we weren’t able to remain competitive for you this year, and we understand how disappointing that can be. Please be assured that your feedback has been noted and will be taken on board.
I can see that your concerns have already been reviewed, your complaint has been fully investigated, and a final response has been issued. I’m sorry that you’re unhappy with the outcome. As outlined in the final decision letter, your next step is to contact the Financial Ombudsman Service if you wish to take the matter further. Your escalation rights and instructions are included within that correspondence.
Thanks,
Courtney
I would advise to leave this company ASAP
I was with this company for 16 years, every year, they slowly and slowly increased my insurance, even though I had never made a claim once. I always paid never caused any problems. This year, they charged me double what every other company was coming in under, I asked if they could just match what other companies could do and they refused. I ADVISE EVERYONE TO LEAVE ELEPHANT ASAP! They're money grabbing scammers.
February 9, 2026
Unprompted review
Reply from Elephant
Hi,
We're sorry to hear about your renewal increasing this year. We're hugely grateful for you custom with us and hope we can accommodate you in the future. We take all feedback on board and will review our processes.
Thanks,
Georgia
Auto renwal - they just won't take 'no thanks' for an answer
I have just spent nearly an hour just trying to say no thank you to their auto renewal quote this year - which was 38% higher than the same cover with Aviva. I couldn't see how to do it in their portal. They make it impossible for you to just click a button and say no thanks. They force you to speak to 'someone' who insists on giving you other quotes even after I told them I had already bought a policy from Aviva which was 38% cheaper. But they kept offering me different prices (all of which were still much higher). Eventually accepted I did not want to renew. What a pity - they used to be so efficient.
February 7, 2026
Unprompted review
Reply from Elephant
Hello.
Thank you for taking the time to share your feedback. We’re sorry to hear that the process took longer than you expected, and we understand how that would be frustrating, especially when you’d already arranged cover elsewhere.
Our renewal team aims to make sure customers are fully informed of their options before making a final decision, which can sometimes involve offering a discount, if available. However, it’s important that this feels helpful rather than repetitive, and we appreciate you letting us know how it came across in your case.
We’ll take your feedback on board, it helps us review how our renewal journey can be clearer and more straightforward for customers.
Thank you again for your review, and we wish you all the best with your new policy and hope you will keep us in mind for future. - Courtney
Good multicar policy, and claim handling
I had two cars insured with Elephant, they gave me good deal for the two cars.
I had to make one claim which was not my fault. Claim process was easy and hire handling was efficient.
January 21, 2025
Unprompted review
I applied for Admiral and Elephant ....
I applied for Admiral and Elephant companies insurance cover, once all requested questions were answered, I got the qoutation which was 2344£ per year and payed the first payment
Then the digital assistant started a number of questions and the most were repeated questions, finally due to my convection and accedent, the both companies doabled the insurance price which 6545GBP per year, both companies are like scam, considering the othr reviews, I think both companies are not suitable for insurance.
December 28, 2025
Unprompted review
Reply from Elephant
Hi Assir,
Thanks for sharing your feedback.
We’re sorry the price wasn’t competitive and that the process felt repetitive. When calculating insurance premiums, we use a range of rating factors such as driving history, claims, and motoring convictions. These factors help us assess the risk. If details change or are confirmed after an initial quote, the premium may be adjusted to reflect that risk.
We understand this can be frustrating and appreciate you taking the time to let us know.
Thanks, Ellie.
Frequent Login Problems
Out of the last 20 times I've tried to login to my account, The login process has failed at least 18 times. This is just unacceptable.
December 14, 2025
Unprompted review
Reply from Elephant
Hi
I am sorry to hear you are having issues with the account, Please email us your details to ReviewFeedbackSupport@admiralgroup.co.uk so that we can get you the help you need.
Thanks
Jo
Extremely poor customer service
Extremely poor customer service. The website is broken often and can't be used reliably. Pushes you to a chat function which doesnt work.
I actually wanted to renew my policy but gave up due to these issues.
December 6, 2025
Unprompted review
Reply from Elephant
Hi
Thank you for sharing your feedback with us. We’re truly sorry to hear about the difficulties you faced with our website and chat service, especially when you were trying to renew your policy. That’s certainly not the experience we want for our customers, and we completely understand how frustrating this must have been for you.
If you would like us to look into this further, could you please email us your details along with a brief description of the issue at ReviewFeedbackSupport@admiralgroup.co.uk
Thanks
Jo
Loyal customer badly let down in claims process
Loyal customer badly let down in claims process.
I have been insured with Elephant for 17 years. Luckily during that time I did not have to make a claim - if I had, my time with them would have been much shorter.
After an accident nearly 3 weeks ago with our electric vehicle, Elephant declared the vehicle a total loss. When I challenged this decision, they:
- Refused to provide the eengineer’s report.
- Refused to provide the basis for the total-loss determination (cost, safety or both)
- Refused to provide a valuation for my vehicle and was told wrongly this could not be provided until I submit the finance settlement figure. Suspicious. The settlement figure is irrelevant to determining the pre-accident value and is therefore not a requirement or prerequisite for providing me with the valuation.
- Pressured into agreeing to an immediate salvage collection on the basis of accumulating storage fees,clearly as a means to create undue sense of urgency, and a clear intent to coerce.
- Did not physically inspect the car before total loss decision was made. The decision was made solely on photographs despite the fact that EVs require specialist inspection of the battery, underbody structure, HV systems and subframes by fully qualified and competent engineers with the relevant HV qualifications.
The recovery agent and insurer have also refused to allow me to view and access my own vehicle, which is not supported anywhere in the policy and prevents me from challenging or understanding the assessment.
I have tried raising a complaint but emails I send seem to disappear into a black hole. If they do reply, they do not respond to information requests or queries but rather use it as an additional opportunity to threaten me with storage chargers. Most recently they have threatened that my car will be taken by the salvage company Copart if I do not agree to have it dumped on my driveway by 3rd December (i.e. tomorrow).
They are not following their own complaint process. They are breaching the rules set down for them by the Financial Conduct Authority in terms of treating customers fairly, and yet they simply do not care. I do not have a complaint handler, reference or an indication of when they will provide an initial response. For my own paper trail, I have asked for all communication to be in writing which is consistently ignored by a particular representative from the claims team.
The amount of stress this is causing me is truly unmanageable and it is being used as a coercion tactic to wear me down.
November 21, 2025
Unprompted review
Reply from Elephant
Hello Gemma,
Thank you for taking the time to share your feedback with us. I’m truly sorry to hear that you’re unhappy with how your claim is being handled and with the decision regarding your vehicle being declared a total loss. I also regret the communication challenges you’ve experienced with our claims team. I can appreciate how frustrating and disappointing this must feel.
Please email your full name and claim number to the email address below. Once we have your details, we’ll ensure a formal complaint is registered so that your concerns can be thoroughly investigated.
Please note that the complaints team has up to eight weeks to complete their investigation and provide a final response, in line with guidelines set by the Financial Conduct Authority and the Financial Ombudsman. However, they will aim to respond as quickly as possible.
Kind regards,
Rach
ReviewFeedbackSupport@admiralgroup.co.uk
They charged me £60 to leave them
They charged me £60 to leave them. That is what a firm of scammers do. Will I use them again, never, ever in a million years. Stay clear.
December 1, 2025
Unprompted review
Reply from Elephant
Hi
Thank you for sharing your feedback. I’m really sorry to hear that you feel disappointed with the cancellation charge. I completely understand how frustrating unexpected costs can feel.
Just to clarify, the £60 cancellation fee is a standard charge and is outlined in our Terms and Conditions, which are agreed upon when setting up the policy. This fee helps cover administrative costs associated with closing the account.
That said, your experience matters to us, and I appreciate you taking the time to let us know how you feel.
Thanks
Jo
Worst insurance in UK
It is the worst insurance company in the whole UK. Avoid these scammers.
November 8, 2024
Unprompted review
Reply from Elephant
Hello Bobo.
We're so sorry to read you have been left feeling this way, it is never our intention. We strive to provide the best possible service to our customers and we regret that we fell short of your expectations.
If you would like us to look into anything for you, please send your full name, policy number and contact number to ReviewFeedbackSupport@admiralgroup.co.uk and we will get a member of the relevant team to contact you.
Thanks,
Courtney.
Awful experience
Awful experience, don't have any easy way to speak with anyone. Still haven't received the refund for cancelling the policy and point blank refusal to help from customer service team to resolve it. Avoid at all costs.
October 17, 2025
Unprompted review
Reply from Elephant
Hi Ben
Thanks for your feedback, and we're really sorry to hear about your experience. and that you have not yet received the refund. If you would like us to look into this for you, please send us your contact details and policy number so we can investigate further.
ReviewFeedbackSupport@admiralgroup.co.uk.
Thanks
Jo
Elephant insurance harassment
I'm still being harassed by Elephant insurance. They assumed a run on policy. I tried on numerous occasions to let them know I would not be renewing. They make contact impossible. The site wouldn't recognise my password. It wouldn't accept the new one once I tried to change it. No one answers the number they offer to call. I had to go to my bank and cancel the direct debit and still the harass me. This is driving me insane. Avoid this company at all costs.
October 10, 2025
Unprompted review
Reply from Elephant
Hi Gary
We're truly sorry to hear about your experience. It’s never our intention to make cancellation difficult or cause distress.
If you're still facing issues, please email us your policy number and details to ReviewFeedbackSupport@admiralgroup.co.uk
Thanks
Jo
Really positive experience with…
Really positive experience with Elephant customer service after my premium increased. The lady I spoke to (didn’t get her name) was so lovely and helpful, she was able to get my monthly costs back down for me. This is not the first time I’ve spoken to elephant customer service and they have always been really helpful.
September 29, 2025
Unprompted review
No emails
Signed up for my insurance and paid the £500 for the first month, never received an email from them about it. Tried to sign into my account on the web to cancel my insurance and it wouldn’t let me sign in so tried to do forgot password, won’t send me an email for that either. I have no way of confirming anything about my insurance and no way of cancelling it either
September 26, 2025
Unprompted review
Reply from Elephant
Hello Ellie, Thanks for your review, and we're sorry to hear about the issues you've had. To help us locate your policy and assist you further, please contact us with your full name, date of birth, postcode, and the vehicle registration number to ReviewFeedbackSupport@admiralgroup.co.uk
Once we have these details, we’ll be able to look into this and resolve it for you.
Thanks,
Kate.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.