Frequently asked questions

Do you have a question? Before you call us, take a look at our car insurance FAQ's. There are four topics to choose from...

Your claim

Choose from the list of questions below to find the answer to your question...

Do I need to contact the police after an incident involving my car?

You need to report the incident to the police in the following circumstances:

  • If the car is stolen
  • If the car has been broken into
  • If the car has been maliciously damaged
  • If someone has been injured as a result of the incident
  • If you feel an illegal act has taken place

What happens if my car is stolen?

The first thing you should do is report the theft to the nearest police station and obtain a crime reference number.

Then contact our personal claims advisors who will take the details from you. After this, a number of insurance industry database checks are carried out - these are designed to protect our customers from fraud. A Claims Assessor may also be appointed to discuss the claim with you.

When our enquiries are successfully completed an offer will be made to settle your claim.

Who repairs my car?

One of our Approved Repairers will repair your car. Our Approved Repairers are garages that have been appointed by Elephant to provide the highest customer service and quality of repairs for our customers.

The Approved Repairer will also provide you with a free courtesy car for the duration of repairs.

Each repair is carried out in accordance with recognised industry standards, it is guaranteed for 3 years and all replaced parts are manufacturer—approved.

What happens if I want to use my own repairer?

You can use a repairer of your own choice but doing so means that we can't guarantee the work and you will need to obtain an estimate for us to approve before work can commence. You will also lose your right to a courtesy car.

What is a total loss?

If the cost of repairs exceed the market value of your car then it is likely we will consider it to be beyond economic repair. This is often referred to as a total loss or write-off.

If my vehicle is a total loss (write-off) what will I receive in settlement?

An Elephant engineer (or one appointed by us) will inspect your car and place a value on it. We obtain our valuation by researching market trends and car value guides.

We take into account the condition of the car before the incident took place including the bodywork, mileage, interior and service history. Once the engineer has completed their report we will carry out a series of industry database checks designed to safeguard our policyholders against fraud.

Once these have been successfully completed, payment will be sent to you, subject to the deduction of any excess.

How long will it take to sort out my claim?

We are unable to give you an exact time scale, as every claim is different. All we can do is make sure the claims experience is as stress free and quick as possible. When you initially report the incident to us our claims staff will try to give you a better idea of the time scales involved.

What are the different levels of cover?

Comprehensive - this gives you both of the cover elements below and also covers accidental damage to your car.

Third Party Fire & Theft - covers you for claims made by other people for bodily injury or damage to their property following an accident, plus your car is covered if it is stolen or damaged by fire.

Third Party Only - covers you for claims made by other people for bodily injury or damage to their property following an accident.

What is a Policy Excess?

This is the part of the claim that you agree to pay - we cover you for the remaining amount. When you report the claim we will remind you of the amount of your excess. Details can also be found in your Policy Schedule.

What happens if the accident was not my fault?

Our first priority is to get your car repaired, or a settlement to you if it is a total loss (write-off).

After this, we will try to recover our outlay from the person responsible for the accident. If we are successful then making the claim will not affect your No Claims Bonus.

What happens if the accident was my fault?

If you have Comprehensive cover we will arrange the repairs to your vehicle (or an inspection if it is likely to be a total loss) and we will also handle the other driver's claim as quickly as possible.

If you receive any correspondence from the other driver, or their insurers, please forward it to us and we will respond on your behalf.

What if the other driver disputes the accident circumstances?

We will do our very best to persuade the other driver (or their insurer) that the accident was their fault by presenting them with all the evidence we have gathered and that you have provided us with.

We will always fight your corner, but on occasions if the evidence does not fully support either driver's version of the incident, everybody involved may have to take some responsibility. If this happens we will negotiate the best possible settlement with the other driver.

How does a claim affect my No Claims Bonus?

If the incident is not your fault and we make a full recovery from the responsible person, your no claims discount will be unaffected. However if an incident occurs which is not your fault, and we are unable to recover the cost, your no claims discount will be reduced at the renewal of your policy.

For each incident settled against you, you will lose 2 years No Claims Bonus. So if you started your policy with 5 years No Claims Bonus and had an accident that was your fault, you would still have 3 years No Claims Bonus at the start of the next policy term.

If the incident is your fault your no claims discount will be reduced. However, your no claims discount may be protected if you have paid extra.

In the event of a theft claim your no claims discount will be reduced, as it is unlikely we will locate the culprits and recover the costs.

What measures do Elephant take to prevent fraud?

Our main aim is to ensure that our customers are back on the road as soon as possible. However, we know that insurance fraud is a reality and that a very small number of people provide false details in order to make up (or inflate) car insurance claims. We believe that it is important that we identify these people and avoid paying such claims because they affect the cost of motor insurance for everybody.

There are a number of insurance industry databases through which we share information with other companies about claims and known fraudsters. We also share some information about car insurance fraud with other companies within the financial industry, the Police and other bodies where the law allows us to do so.


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