Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the billing history for our policyholderThe policyholder called in on December 22nd to cancel her policy effective on December 28thThe policyholder said she wanted to cancel her policy that day because that was when the payment was scheduled to draftThe agent advised that when the policy cancelled on the 28th, the policyholder would be sent an e-mail showing if there was a refund or a balance due upon cancellationThe agent did not state that a refund was guaranteed or that there wouldn’t be any outstanding amount dueThe agent did stop the policyholder’s monthly paymentPrior to the policy’s cancellation, the policyholder had made several amendments increasing coverage and adding newer vehicles to the policy that increased the rateWhile the coverage took effect when the transactions were made in November, payments for the changes were due to start in DecemberWhen the policy cancelled on December 28th, the policyholder still owed money to Elephant for the premium increasing amendmentsElephant’s billing systems automatically drafted this amount from the policyholder’s account on the 28th, and Elephant’s billing systems currently show that the policyholder does not have any outstanding payments owed to ElephantThe policyholder called in on the 28th to discuss the charge, and two agents and a supervisor explained that the amount drafted was owed to Elephant due to the premium increasing amendments made in NovemberThe call on December 22nd was reviewed by management, and the agent did not commit to a refund or say that the account would close without any funds due to ElephantThe manager did state that overdraft fees caused be the draft could be refundedWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (***) ***-***Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] Elephant is covering this claimOn March 23rd, a check was issued to the claimant and mailed to the address that the claimant provided to ElephantThe claimant decided to obtain a rental vehicle through her insurance company, and her company will obtain compensation for the rental vehicle from ElephantElephant is currently awaiting a supplemental estimate from the claimant’s shop of choice to insure that all damages from the accident are repairedIf the claimant has specific questions about the claim, Elephant recommends that the claimant contact her insurance adjusterWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at ***- [redacted] (***-***-***)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] I have reviewed the billing history for our policyholderThe policyholder purchased the policy online on August 16th, When purchasing policies online, customers must click a purchase button, above which is a disclosure stating: “By clicking ‘Purchase’, I authorize Elephant Insurance to initiate recurring debits for the payment of insurance premiums and associated fees from the card specified I understand Elephant Insurance may debit my card at a later date to recover amounts currently or past due.” The due date for payments is the 17thAn invoice was sent to the policyholder on August 28th advising of an upcoming payment on the due date of September 17thNo payment was made, and a non-payment cancellation was mailed to the policyholder on September 20th advising the policyholder of the fees on his account for the payment being late and that the policy would cancel if payment were not made by October 2ndNo payment was made, and the policy cancelledAn e-mail confirmation of cancellation was sent to the policyholder on October 2ndOn October 17th, a notice was sent to the insured that his outstanding balance with Elephant was being sent to collectionsThe policyholder called in on October 20th, and the agent explained how the money owed to Elephant came from unpaid fees and the cost of coverage provided but not paid forFeedback was provided to the agent on proper procedure for transferring to a supervisor and on what to do when a supervisor is not immediately availableIf the policyholder has additional questions, we recommend that he contact our customer service departmentWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (***) ***-***Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the billing history of our policyholderThe policyholder’s account was not being drafted automatically, but payments still had to be made on the due dateWhen the payments were late, the policyholder was charged late feesWhen the policyholder called in on December 15th, the agent did say that the policyholder would be refunded the double payment and fees and that the policyholder’s due date had been changed to the 15thThe policyholder then called on the 20th because she hadn’t received the refund in feesBoth an agent and a manager advised the fee had been waived, so it would not be refundedThe manager also stated that the fee had not been paid yet, so it won’t show up on the next billThe manager also stated that the fee included in the policyholder’s last payment had been refundedCustomer Service leadership did review the call, and the agent’s manager was notified of the mistake in advising that Elephant refunds feesElephant did refund the most recent late fee that was paid, waived the upcoming fee, and waived the fee to switch off of autopayWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) ***-***Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

July 7, Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)Elephant cancelled the policy on 6/10/16, effective 6/3/ We were unable to process the cancellation on 6/6/because of a systems outage Elephant has issued a refund of all unearned premium to the FPH Elephant does not charge a cancellation fee, all refunds are calculated on a pro-rata basisWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, CP Elephant Insurance Services

Revdex.com Case Number: [redacted] Dear Ms***:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] ***.Mr [redacted] purchased his policy with Elephant on 08/27/2014, for an effective date 08/28/At the time ofapplication, Mr [redacted] stated that he had not had a lapse in insurance coverage in the last three yearsElephantpreformed its customary underwriting review of the new business policy on 10/03/Mr [redacted] was advised at thetime of purchase that Elephant would review the information provided in his application for accuracy within the first 60days of the policyOur underwriting review showed two lapses in coverage, of greater than days, within the lastthree years.Elephant informed Mr [redacted] of these findings in a letter dated 10/03/This letter advised that we would endorsethe policy to reflect our findings, unless Mr [redacted] could provide proof of continuous coverageMr [redacted] did notcontact us and the policy was amended on 10/21/A second letter was sent to Mr [redacted] on 10/21/2014,informing him that the policy had been amended to reflect the lapses found during the underwriting processFurther,Mr [redacted] ’s 11/08/invoice was for $and was due 11/28/The 11/8/invoice included the priormonthly payment and the down payment for the 10/21/underwriting change.Mr [redacted] contacted Elephant after the 11/28/payment was draftedMr [redacted] worked with us, on12/01/2014, to verify coverage for one of the lapses that we found during the underwriting periodWe have invited Mr[redacted] to help us verify that coverage was in place for the second lapse, of 08/28/– 12/28/2014, but he hasignored our requestsThe increased rate for Mr [redacted] ’s policy will not change unless he can provide proof ofcoverage for the period of time from 08/28/through 12/28/This is in accordance with Elephant’s approvedrating plan.The payment due on 11/28/was $This amount was properly billed and the policy change that caused theincrease in premium was properly communicated to Mr [redacted] Because he charged back a portion of the 11/28/2014payment, Mr [redacted] ’s policy is currently in cancellationIf we do not receive a payment of $by 12/26/thepolicy will cancel for nonpayment of premiumThis amount reflects the charged back amount of $150.79, a $latepayment fee and a $nonsufficient funds fee.Elephant notes that Mr [redacted] requested to cancel his policy during an 11/28/call, but rescinded the cancellationrequest on a subsequent callShould Mr [redacted] wish to have Elephant call the company(s) that provided him coveragefrom 08/28/to 12/28/2012, he only needs to call in and have an agent place a three way call to the carrier thatprovided coverage.We strive to provide every policyholder with a positive customer service experienceIf we can be of any furtherassistance, please feel free to call us at [redacted] .Sincerely, [redacted] **

January 5, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms*: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH) I have reviewed the call during which our FPH states that an agent advised that her payment due date would be changed for all future paymentsUnfortunately, the FPH misunderstood what the agent told herThe agent advised that the due date could be permanently changed when there was a zero balance due on the policy The agent did not advise that Elephant would change the due date at a future time based on the policy notes, the agent advised that the system was not able to change the due date until there was a zero balance We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, CP Elephant Insurance Services

Elephant's underwriting process, agreed to by Mr [redacted] at the time of purchase, showed two lapses in coverage within the last years Mr [redacted] has verified coverage for one of those lapses in an acceptable form and has not verified the other in an acceptable form We are in receipt of the mentioned regulatory complaint We will update this complaint upon a resolution with the state.Thank you

Dear Ms[redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] *** In her complaint, Ms [redacted] states that Elephant has increased her rate and changed her due dateMs*** states that she was forced to accept coverage, which costs $and that she had previously opted out of, and that Elephant has changed her due date so that we can lapse her policy Ms [redacted] purchased her first policy for a term of 07/05/through 07/05/The policy was issued with bodily injury and property damage liability, uninsured/underinsured motorists and Guest Personal Injury ProtectionMs [redacted] added Roadside Assistance Coverage on 08/19/During her first policy term, Ms [redacted] added and subsequently removed a vehicleThis policy term was in cancellation status at the time it expired, due to nonpayment of premium On May 11, Ms***’s renewal offer was sent, along with an invoiceWe did not receive payment by the 07/05/due date and the renewal was flat cancelledMs [redacted] contacted Elephant on 07/26/2014, to make payment and have her policy rewrittenMs***’s policy was rewritten with coverages identical to her expiring policyI am attaching the declarations pages for the two policy terms, so that you may see that the coverage provided is identical Ms [redacted] also states that Elephant changed her due date, from the third of the month, and send her a demand for $by the 23rd of the monthSince her policy incepted, Ms [redacted] has been invoiced on the 16th of every monthWhen the policy was in good standing, the invoices showed a due date of third of the following monthWhen the policy was in arrears, the due date on the invoices showed as immediatelyThe demand for $by 09/23/was a notice of cancellation, for nonpayment of the prior months invoice Our systems show that Ms [redacted] made the required payment on 09/23/The policy had already cancelled, however Elephant reinstated coverage with no lapseWe respectfully submit that we did not change coverages or due dateWe regret that Ms [redacted] had an unpleasant customer service experience and apologize that we could not explain the billing to her satisfaction We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] ***

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the policy and billing history for our policyholderThe policyholder called in on February 28th to make a paymentThe agent saw that the policyholder had made a payment online with another card, but the system only processed the card once instead of making it the card for monthly paymentsThe billing systems tried to process from the previous card on file, but it failed and assessed a fee for $**The agent saw what happened in the system, updated the card on file, and advised that the fee would be waived prior to the policyholder’s next paymentThe policyholder called in again on the 30th because the fee had not been waivedThe agent advised that they would submit a refund requestThe policyholder called in on the 7th advising that the refund still had not arrivedA refund request was entered into the systemsOn April 13th, the policyholder called in, and an agent directly contacted billing operations to expedite the processOur systems show a refund of $ [redacted] being issued on April 14th, which should arrive this weekFeedback has been provided to the agents for better communication with our billing operations department and to meet timelines in issuing refundsWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-***- [redacted] *** (1-***-***-***)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms [redacted] On December 6th, Ms [redacted] went online to complete a quote with ElephantWhen asked for her driver’s license number she entered and when we pulled the Motor Vehicle Report (MVR) with the number provided the data returned indicated she had an expired ID cardElephant advised Ms [redacted] when she called in regarding a different matter that we needed proof of a valid [redacted] driver’s license in order to continue her policyAdditionally we sent the same information via emailSince there is a cost associated with MVRs, we like most insurance companies ask applicants to provide proof of a valid license or a reinstatement if our original attempt failed or brought back information that indicates an invalid, suspended or revoked statusWe gave Ms [redacted] ample time to provide this information; however, unfortunately she chose to cancel her policy with ElephantWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877- [redacted] )Sincerely, Toni MS [redacted] Compliance Specialist Elephant Insurance Services

November 22, Revdex.com Case Number: [redacted] Dear Ms*: Thank you notifying Elephant of the concerns of our former policyholder (FPH)The FPH was incorrectly advised that her son had days to obtain a valid license when she bound her policy, however Elephant did provide proper notice of the underwriting cancellation for 10/23/Due to the error at the time of bind, Elephant is refunding the $ [redacted] fee Sincerely, CP Elephant Insurance Services

Dear [redacted] ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns 5/15/(Thursday) Date of Loss- Insured’s vehicle was towed to a shop chosen by the Insured 5/16/(Friday) Insured reported claim to Elephant Insurance and then assigned to adjuster at 2pmThough he was fault-free in this loss, [redacted] chose to go through Elephant because his vehicle was not drivableThe Insured did not have rental reimbursement included on his policy, so he rented a car from [redacted] on 5/15/ 5/20/Adjuster left a message for the insured requesting a recorded statement 5/23/Adjuster finally reached [redacted] for his recorded statement, but the Insured refused to discuss the claim with the adjuster and wanted a managerThe manager obtained the accident statement for our investigationOn this date, the repair estimate was received from the auto appraiser for Elephant’s property team to review 5/27/The repair estimate was approved and the appropriate check should have been requested at that time 6/5/The insured called for status of check because the shop had not received itReview confirmed that the check had not been issuedThe check was processed immediately and a proof of payment was sent to the shop for their records 6/11/Elephant reimbursed [redacted] $for extra rental days [redacted] understood that he was responsible for paying for a rental and would then be reimbursed by the City of Houston, as he did not purchase rental coverage with ElephantUnfortunately, due to delays in the handling of the claim, our insured incurred a 23-day rental billClaims management agreed to reimburse [redacted] for the extra rental days he incurred outside the repair experienceThe Claims Manager reviewed the dates of occurrence, the repair estimate and the rental invoice and determined that [redacted] ***’s repair should have been completed over a twelve-day periodTherefore, [redacted] incurred eleven days of unnecessary rental expense and was reimbursed for such However, [redacted] states that other companies include this coverage as a standard, but it is usually a separate coverage as well [redacted] bound his policy effective 7/31/by speaking with a licensed agent on 7/30/A review of the bind calls shows that [redacted] was asked to read his coverages from his current policy with Infinity so that the agent could give him a comparison coverage quoteHis response did not include rental coverage under his previous policy either The agent quoted his policy with the exact coverages,limits, and deductibles of his previous policy We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] *** [redacted] Sincerely, [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss FletcherI have reviewed the claim file for our policyholderThe claim was filed on the date of loss, October 27th, The adjuster was able to get a recorded statement from the insured on October 30th and set up an appointment with a local shop for inspectionThe insured sent evidence of police contact and photos of her vehicle in order to ensure that the proper coverage appliedElephant received an estimate from a different shop on November 7th, Elephant has taken steps to coordinate with the new shop to make sure that estimates are correctly uploaded and filed with ElephantElephant’s desk review team reviewed and approved the estimate on November 15thThe adjuster e-mailed the estimate to the insured on November 16th, and the check to the insured for repairs has been initiated and just needs to clear Elephant’s systemsWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (***) ***-***Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] As I told you today, Elephant Insurance is trying to pull a fast one [redacted] Counsel, [redacted] ***e, informed me today that his office sent a letter to Elephant 6/that stipulated payment of $to Elephant for my auto accident with the City of [redacted] Fire Truck, incident [redacted] *, on May 15, That payment includes my $deductible that was ultimately paid to RB Auto Not only did [redacted] inform me that they pay the insurance company the full amount, it is expected that the $deductible would be paid to the client In addition, [redacted] has informed me that Elephant has declared the vehicle a total loss and is prepared to amend the [redacted] Automobile Title to reflect a total loss & designate my vehicle to be considered a salvaged vehicle, significantly reducing the value of the vehicle should I ever decide to sell it, not to mention the fact that Elephant did not notify me of this little matterImagine my surprise when I submit my Title to the next owner, who registers his ownership with the State of Texas, discovers that the vehicle has been totaled, and I, a former State Trooper of [redacted] is charged with a Class B Felony for fraud, & face a court that could put me in the Land of Slamming Doors for up to years In addition, I must ask this question: If Elephant has totaled the vehicle, why pay RB Auto for the repairs? Why not pay me the full totaled amount? I might add that the vehicle is in excellent condition Best Regards, [redacted] ***

November 28, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms*: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (PH)This loss was reported to Elephant on 06/22/by the FPH’s lienholder, after the vehicle was repossessed with damageThe FPH advised the lienholder that the damage occurred on 03/16/and that he did not report it to ElephantThe FPH did send Elephant an email regarding the damage, but was unable to provide us with a recorded statementBecause we did not have a recorded statement we required an affidavit of loss, so that the date on which the loss occurred could be certifiedThe FPH provide the affidavit of loss on 10/12/and Elephant paid the lienholder for the damage on 10/13/We strive to provide every policyholder with a positive customer service experienceIf we can be of further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, CP Elephant Insurance Services

December 12, [redacted] face="Verdana, sans-serif"> Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms [redacted] I have reviewed the policy and billing history for our prior policyholderUpon further review, it has been concluded that the draft of [redacted] from Ms [redacted] account on 12/01/was the prorated amount owed for the coverage that Elephant continued to provide from 10/23/through the cancellation date of 11/14/ As Ms [redacted] made premium-impacting changes to her policy during this time frame, and no other payment was made toward this policy since 09/22/2016, the drafted amount was debt owed to Elephant, and will not be refundedWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Gina *K [redacted] Compliance Specialist Elephant Insurance Services

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowContinually stating that the other driver obtained injuries from the accident doesn't make it soI don't know how else to say it any other way PLEASE READ THE POLICE REPORT! There were no injury’s reported nor possible as there was no impact LET ME SAY IT AGAINTHERE WAS NO IMPACTThe other driver’s car rubbed against mine as we attempted to leave the parking lotThe witness on the scene informed both the other driver and the police officer that he had it all on videoBut instead of reviewing the policy report, asking for a copy of the video or statements from the witness at the incident, Elephant Insurance continues to make comments to justify their actions and have done nothing to base their decision on the facts of the incident The accident was two cars moving at less than miles an hourNO IMPACTIt was two bumpers rubbing against each otherYour continued comments that the driver incurred injury’s due to the incident is falseAny injurys claimed by the oyther drive though may be true they have them it is that they were cause buy the incident Elephants only justification and facts given as to why the injury claim was paid is as follows Damages were greater than $ [redacted] The other river hired a lawyer and sued An injury report was filed What I would like Elephant to do is: Read the police report Demand the release of the eye witness comments and video reported to the [redacted] Police Base their decisions on the what actually happen and not what a law suit attorney threaten them with Any medical issues reported where present prior or incurred after as our two bumpers scratching each otherIt was not and will never be caused by the accidentThe medical claim is and fraudulent and Elephant did not do their duty as an agent for me to request the facts of the incident, speak with witnesses of the accident nor ask to see the videoElephant Insurance took the easiest road of least resistance and simply paid out a claim and then reported a body injury on my insurance report Now the raised my rates by [redacted] I will not be satisfied until the body industry claim is removed from my insurance recordI nor my cart, noor my actions are at fault of any injury to the other driver Regards, [redacted]

August 10th, [redacted] Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns Mr***On July 22nd, Mr [redacted] purchased an auto insurance policy via the Elephant websiteAt the time, he selected his desired coverages which did not include uninsured motorist (UM) or personal injury protection (PIP)Upon receiving his policy documents, the PIP and UM forms stated what each coverage entails and includes the option to select or reject these coveragesLater that day, Elephant received the PIP and UM forms indicating coverage was accepted and signed by Mr***On August 3rd Mr [redacted] emailed us inquiring about his billing as the premium had increasedOne of our licensed customer service agents advised this was resulting in the fact we received his signed form indicating he accepted the additional coverageWhen Mr [redacted] stated that he did not want these items, our agent via email sent a new form for him to fill out and signOnce it was received back, we updated his policy to reflect the changeWe only completed the desired transactions of Mr*** With regards to the customer service portal, Mr [redacted] had keyed his birthday as [redacted] so when he tried to access the portal and keyed his actual birthday, the system did not recognize his information as this is one of the key items in the verification processThe portal should be accessible to him now that his date of birth has been updated in our systemTo date, we are unsure if he has tried to log in and/or register with the siteWe advised of this through email correspondence between the dates of August 3rd, through August 10th, We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, Toni MS [redacted]

Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant also received this complaint directly from the policyholder Our customer service department has worked with *** [redacted] to resolve the billing concerns detailed in her letter to the Revdex.com The billing for the [redacted] account is and was correct The amounts showing due on the documents they received varied because the account is past due and the overdue balance was carried forward As a courtesy, Elephant has waived all late and overdraft fees Please be advised that a customer service representative spoke with [redacted] on November 6, [redacted] paid the overdue balance and the account is in good standing We strive to provide every policyholder with a positive customer service experience If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] ***