Avoid this company is a joke To the attention of the Claims Quality Manager. I would like to complain as to how long the process of taking for my stolen car claim. My car was stolen on 24 October 2019 and only on 25 November I had a investigator around to take pictures and take a statement, and to be told one of my keys are perfectly fine and one key belongs to another car !! But after explaining that the spare car was a “red key” and that the key comes apart and in an emergency I can gain access to the car via a normal door lock which it has in the drivers door and passenger door as the key has a physical on side which can be removed to unlock and manually lock the car in an emergency. This red key was explained at the time of the sales from where I purchased the vehicle as a spare entry key. This was then placed in to my safe at home and never used as there’s no use. But the investigator did not have the basic knowledge of a bmw key nor that basic knowledge of the car, after explaining everything he came to a conclusion that it is a wireless vechile theft and then said “ it’s extremely common” and quoted the below, As per statement form IRDA However, the regulator, IRDAI, has not made it mandatory for the insurer to ask for both car keys before accepting the claim. NOR WAS THE ABOVE ASKED AT THE TIME OF THE POLICY TAKEN “if owner has both sets of keys or if owner has a “red key” etc. After taking pictures and taking a statement I felt really upset that the investigation company can take as long as they want to write up reports leaving my self with a long period in the process. I have a vast knowledge of writing reports to a Avaition air crash investigations standard and I am pretty sure it does not take how long it as taken. After multiple phone calls going around in circles it’s seems that now i am in need the (customer) I feel elephant are slowing moving with the claim. Could you also explain as to what standard do you follow,ISO etc I feel that over the past 7 years with elephant car insurance every year I have taken out fully comp cover and now that I don’t have a courtesy car life has become very difficult as the cold weather settles in with two children. Till this date no email or report had not been written yet and left to ring back myself each day for an update.