Elephant’s total loss process
When an accident results in extensive repairs to your vehicle, we may determine it would cost more to repair than the actual cash value of your vehicle. When this happens, your car is determined to be a total loss and we send you and/or your lienholder payment for the value of your vehicle (less your deductible). We’ll need to inspect your car before we can determine the value and whether it’s a total loss.
What to expect with the Elephant total loss process?
We’re sorry for your inconvenience and understand that this process can be stressful. We’ll try to make moving through the total loss process as clear and easy as possible.
First, is your vehicle owned, financed or leased? Skip to learn process for each.
Owned
Estimated time to payment: Usually 1 to 2 weeks.
The steps below should give you an idea of the total loss process. Please note that your case may differ.
- Report your claim.
- Elephant’s Mobile App
- Your online account at elephant.com
- Call Elephant Claims at 844-937-5353
- Schedule a damage inspection and reserve a rental car.
- After reporting your claim, an Elephant Adjuster will be scheduled to inspect your vehicle. You don’t need to be present for the inspection.
- Your Adjuster will reach out to you before the inspection to answer your questions.
- Generally, if you have rental reimbursement coverage, your Adjuster will reserve your temporary rental vehicle. Elephant will usually allow you to keep your rental for up to 3 days from when settlement offer is made as long as there is remaining coverage available. Please note: rental reimbursement coverage cannot be added after the claim event has occurred.
- Review and finalize settlement.
- After inspection, your Adjuster will contact you to review the settlement amount for your vehicle. You’ll need to accept the settlement to move forward.
- If you have rental reimbursement, your total amount of covered rental days will vary based on the circumstances of your claim.
- At this point, you can start looking for a replacement vehicle.
- Locate your vehicle title.
- You’ll need your vehicle title (documents proving that you own your vehicle).
- If you’ve lost your title, you can order a copy from your state’s Department of Motor Vehicles.
- Collect your belongings and release your vehicle.
- Go to where your vehicle is being stored and remove your personal belongings.
- Remove the license plates from your vehicle and return these to your DMV.
- Next, tell the storage facility that you give Elephant permission to move your vehicle.
- Elephant will move the vehicle to a centralized lot for salvaged total loss vehicles.
- Sign paperwork and receive payment.
- Elephant may settle this last step in person, by mail, or electronically.
- Elephant will follow up to complete your paperwork.
- You will receive a digital payment or check for your settlement amount.
Financed
Estimated time to payment: Usually 1 to 2 weeks.
The steps below should give you an idea of the total loss process. Please note that your case may differ. For a more accurate time frame, please check with your lender for their expected timeframe to produce payoff, letter of guarantee, and copy of title.
- Report claim.
- Elephant Mobile App
- Your online account at elephant.com
- Call the Elephant Claims hotline at 844-937-5353
When reporting the claim, provide your finance company’s contact information and your loan account number.
- Schedule a damage inspection and reserve a rental car.
- After reporting your claim, as Elephant Adjuster will be scheduled to inspect your vehicle. You don’t need to be present for the inspection.
- Your assigned Adjuster will get in touch with you before the inspection to answer your questions.
- Generally, if you have rental reimbursement coverage, your Adjuster will reserve your temporary rental vehicle. Elephant will usually allow you to keep your rental for up to 3 days from when settlement offer is made as long as there is remaining coverage available. Please note: rental reimbursement coverage cannot be added after the claim event has occurred.
- Review and finalize settlement.
- Your Elephant Adjuster will contact you to review the settlement amount for your vehicle. You’ll need to accept the settlement to move forward.
- If you have rental reimbursement, your total amount of covered rental days will vary based on the circumstances of your claim.
- At this point, you can start looking for a replacement vehicle.
- Locate your vehicle title.
- You’ll need your vehicle’s finance company information.
- If you’ve lost your title, you can order a copy from your state’s Department of Motor Vehicles.
- Collect your belongings and release your vehicle.
- Go to where your vehicle is being stored and remove your personal belongings.
- Remove the license plates unless the car is in a public parking lot.
- Leave your keys in the vehicle.
- Next, tell the storage facility that you give Elephant permission to move your vehicle.
- Elephant will move the vehicle to a centralized lot for salvaged Total Loss vehicles.
- Sign paperwork and receive payment.
- Elephant may settle this last step in person, by mail, or electronically.
- Elephant will follow up to complete your paperwork.
- You and/or your lender will receive a digital payment or check for the settlement amount.
Leased
Estimated time to payment: Usually 1 to 2 weeks. The steps below should give you an idea of the total loss process. Please note that your case may differ. For a more accurate time frame, please check with your leasing company for their expected timeframe to produce payoff, letter of guarantee, and copy of title.
- Report claim.
- Elephant Mobile App
- Your online account at elephant.com
- Call the Elephant Claims hotline at 844-937-5353
When reporting the claim, provide your leasing company’s contact information and your lease account number.
- Schedule a damage inspection and reserve a rental car.
- After reporting your claim, as Elephant Adjuster will be scheduled to inspect your vehicle. You don’t need to be present for the inspection.
- Your assigned adjuster will get in touch with you before the inspection to answer your questions.
- Generally, if you have rental reimbursement coverage, your Adjuster will reserve your temporary rental vehicle. Elephant will usually allow you to keep your rental for up to 3 days from when settlement offer is made as long as there is remaining coverage available. Please note: rental reimbursement coverage cannot be added after the claim event has occurred.
- Review and finalize settlement.
- Your Elephant Adjuster will contact you to review the settlement amount for your vehicle. You’ll need to accept the settlement to move forward.
- If you have rental reimbursement, your total amount of covered rental days will vary based on the circumstances of your claim.
- At this point, you can start looking for a replacement vehicle.
- Locate your vehicle title.
- You’ll need your vehicle title (documents proving that you own your vehicle).
- If you’ve lost your title, order a copy from your state’s Department of Motor Vehicles.
- Collect your belongings and release your vehicle.
- Go to where your vehicle is being stored and remove your personal belongings.
- Next, tell the storage facility that you give Elephant permission to move your vehicle.
- Elephant will move the vehicle to a centralized lot for salvaged Total Loss vehicles.
- Sign paperwork and receive payment.
- Elephant may settle this last step in person, by mail, or electronically.
- Elephant will follow up to complete your paperwork.
- Your lease company will receive a digital payment or check for the settlement amount.
Total Loss FAQs
Why is my vehicle considered to be a total loss?
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Generally, a total loss is determined when the cost to return the vehicle to its pre-accident condition is not economical. In addition to the cost of repairs as it relates to state regulations, we also look at the condition and structural integrity of the vehicle. In some states, a vehicle may be determined a total loss when the cost to repair would be more than a percentage (e.g., 80%) of the vehicle’s value.
How much will I get for my vehicle?
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You will be paid the actual cash value, which is the market value of your vehicle based upon several factors, such as its pre-loss condition, age, options, mileage, etc. — minus any applicable deductible if you’re insured by Elephant. After this has been determined, you, your lender, or both receive the payment.
How is the value of my vehicle determined?
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A combination of factors is used to determine the value of your vehicle, including your vehicle’s mileage, features, add-ons, and modifications, any damage before the claim incident, and condition (wear and tear). Elephant Insurance uses a market evaluation report to determine the value of the vehicle at the time of loss. Your vehicle is compared to vehicles that have sold or are for sale in your local market.
What happens after my car has been declared a total loss?
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You’ll be assigned a Total Loss (TL) Adjuster who will contact you to review the settlement amount for your vehicle. If you have rental reimbursement coverage (an add-on coverage that will provide you with a rental vehicle while your vehicle is being repaired or replaced) on your policy, and considering your coverage limits, you can keep your rental car for up to 3 days from your total loss offer. Your total amount of covered rental days may vary, this same protocol applies if you are not an Elephant customer.
Can I keep my vehicle after it has been declared a total loss?
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Possibly, but it may depend on your state’s laws since some states do not allow you to keep a total loss vehicle. If you have a lien on the title, you’ll need to speak with your lienholder to see if they’ll allow you to retain a vehicle after it has been deemed a total loss.
What do I do after my car has been deemed a total loss?
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Remove personal items from your vehicle, including license plates and toll passes. Most states require you to return your plates to the local DMV before removing the vehicle from your policy. If your vehicle is incurring storage fees, you will need to release the vehicle so it can be moved to a no-cost storage location (e.g., Home or Copart Salvage Yard). You will need to give a verbal, or sometimes written, release to the facility indicating that you (as the owner of the vehicle) give ELEPHANT INSURANCE permission to move your vehicle. We will move the vehicle to a safe, secure, and no-cost storage location during the processing of your claim. If you have a lease, loan, or lien of any kind on your car, locate the paperwork that shows who holds the loan, the account number, and the lender’s contact information. Contact your lender to find out their requirements. Send this information to Totalloss@Elephant.com with the claim number in the subject line. If you own the vehicle, locate the title (the document that confirms vehicle ownership). If you cannot locate the title, please order a copy from your state’s Department of Motor Vehicles. Start your search for another vehicle. In most cases, you can buy or lease a replacement vehicle even if your current lienholder hasn’t received the insurance settlement check.
Will I still owe money on my loan or lease?
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If the actual cash value (ACV) of your vehicle is less than what you owe, you may still owe money on your loan or lease. If you have Loan/lease payoff coverage on your policy, it may help pay off the difference. Please review your auto insurance coverage to determine whether you have this coverage.
What is necessary for my total loss settlement to be paid?
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Three items need to be completed to issue a payment: Your vehicle is now at a Copart location (if applicable). The owner/owners’ proof of ownership documents are submitted. These may include the primary letter of guarantee, copy of the title, or letter of owner retention. Elephant will send these documents electronically to vehicle owner unless the state requires duplicate or triplicate forms, in which case they will be mailed. Documents from your lienholder, which typically take between 1-4 weeks. Elephant will contact your lienholder (if applicable) for a letter of guarantee.
Who will receive the settlement payment for a vehicle that has been declared a total loss?
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If you own the vehicle, the settlement payment will go directly to you. If the vehicle was financed, the settlement payment will be sent directly to your lienholder. If the settlement amount is more than what you owe on your vehicle, the owner/owners will receive a check for the difference. If your settlement is less than what you owe, you will be responsible for following up with your lender regarding the remaining balance of your loan. If the vehicle was leased, the payment will go directly to the leasing company.
When should a total loss vehicle be removed from an insurance policy?
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Wait to remove the vehicle until: You return your rental vehicle. Registration is no longer in your name and tags have been deactivated (contact your local DMV). When these have been completed, log in to account.elephant.com to remove the vehicle from your policy. Should you need additional assistance, please chat, or call our Customer Care Team at 1-877-218-7865.
What is loan/lease payoff coverage?
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In most states, loan/lease payoff covers up to 25% of the vehicle’s value. The Total Loss Adjuster will need to obtain your payment history of the auto loan retail contract (list the financed amount and monthly payments), copy of the bill of sale, and financial agreement from when you purchased the vehicle. If you no longer have these items, please contact the dealer you purchased the vehicle from or the lienholder. There are several exclusions which aren’t covered by your loan/lease payoff coverage: 1. Policy deductible 2. Deductions for damage not related to the total loss 3. Any deduction for excessive mileage 4. Service contracts and warranties purchased 5. GAP purchased from the dealership or your lienholder 6. Late fees, or penalties.
Can I get a rental car?
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If you’re an Elephant policyholder, and you have rental reimbursement coverage on your policy, the cost of a rental vehicle is covered for up to 3 days (after we let you know the value of your vehicle). If you’re not an Elephant policyholder, your Total Loss Adjuster can explain the rental process.