Elephant Customer Reviews

NAIC Score

Elephant is proud to share its strong 2024 National Complaint Index score from the National Association of Insurance Commissioners (NAIC). Our rating for Private Passenger Policy Types—car insurance for personal vehicles—was better than expected in the market. In simple terms, this means Elephant receives fewer complaints than what’s expected from the typical auto insurance company, a distinction that reflects our commitment to customer satisfaction and service.

Why the Private Passenger Score Matters Most

Elephant’s NAIC Private Passenger Complaint Index score is the most meaningful measure of our performance. It's the apples-to-apples comparison of our share of auto insurance complaints (relative to our premium volume) with auto insurance complaints at other companies. And auto insurance is the only insurance we sell and service.

By contrast, the NAIC “All Policy Types” score, sometimes used by auto insurance review sites, includes every line of insurance sold in the U.S., even those Elephant doesn’t write. But different lines of insurance have different numbers of claims. For example, auto claims (and associated complaints) tend to be more common than homeowner's claims. Thus, the “All Policy Types” score leads to an artificially better score for multi-line insurers because much of their business is in types of insurance with fewer complaints.

In simple terms: Our NAIC Private Passenger score reflects how customers experience the product we provide, while the NAIC All Policy score magnifies results by comparing us to markets we don’t participate in.