I have been with Elephant for three years and didn't have much issues until I changed my Multi Car insurance to Single Car insurance which I didn't have good discount and been offered nearly half price from different insurance companies. I made a complaint after the investigation Elephant didn't offered me a better quote and I decided to cancel it. Jason Parnell Customer Assurance Executive contacted over the phone and explained me the cancellation terms and told me that they had to charge for cancellation fee and they will give me refund of £78.28 because I wanted to go with cheaper insurance I accepted and cancelled the insurance. This conversation happened at 14:01. At 19:37 my wife received an email from Jason Parnell which I attached his response here; FormCode: COM022 217992454/EL/P001 Dear Mrs Sahin Policy Number: P63762705 Complaint Reference: 201231000 I have just spoke with your husband Serhat regarding the cancellation and advanced there would be a refund of £78.28. However, when I got off the phone I noticed that it is actually an outstanding balance of £78.28 that will be owing on the policy as this would cover the cancellation fee and time on cover costs. I am emailing as I am having technical difficulties once again or I would have called to advise. This payment is showing that it would be due on 13/11/2021 and would come out shortly after that date. I apologise for the inconvenience. Yours sincerely Jason Parnell Customer Assurance Executive This is an absolute disgrace, I was on the phone with him and he already stated that they were going go refund that amount, It's all recorded I can't believe this especially company like Admiral. We recently paid our monthly payment and this is totally acceptable. I attached his correspondence so everyone can see how trustworthy and unprofessional Elephant insurance are, I will definitely take this further and will get Financial Ombudsman to resolve this for me definitely not having this.