Elephant Insurance Services

Dear Mr*** Thank you for notifying Elephant Auto
Insurance (Elephant) regarding the concerns of Ms***On December 6th, Ms*** 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*** when she called in regarding a different matter that we needed proof of a valid *** 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*** ample time to provide this information; however, unfortunately she chose to cancel her policy with Elephant 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, Toni MS*** Compliance Specialist Elephant Insurance Services

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

The rudest customer service and accounting practices I have ever experienced in my lifeMy rate INCREASED without notification by roughly 60% from the initial quote and down payment I madeWas told that my account was past due because my payment on THEIR end was not received however, my *** ** *** account shows otherwiseI will never recommend, refer or even suggest that anyone uses them for insurance needs EVERIf I am going to pay the rates they want I will use a more nationally name brand companyI have requested that my insurance policy with them be cancelled immediately and I will spend my money elsewhereTheir customer service members AND managers are the ABSOLUTE WORST that I have EVER received in historyEspecially the customer service manager Tameka G*** who is a LIARThe RUDEST MANAGER, who needs to go back to non management customer service training before she is ever allowed to speak to another live customer/policy holderHer best bet is to do a non customer contact positionBuyer beware sneaky practices with your moneySpend it elsewhere with a insurance company that exceeds states

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowSince filing my complaint with the Revdex.com, I contact the salvage company that Elephant stated that they usedBased on the mileage and state of the vehicle they too only offered a quote of $500, which I have attachedThus, Elephant used bad business practices in their salvage offer to meI presented them with now five salvage offers, three of them for $500, thus given the effort and frustration, the questionable business practices of Elephant and apparent flexibility in their salvage offers, and Copart's (Elephant's vendor) specific salvage offer for my vehicle of $I am not willing to accept a salvage offer of more than $Otherwise, I am willing to file an internal complaint with Elephant's holding company, the Texas Insurance Commission and a civil suit should Elephant continue to side with bad business practices and not treating customers fairly and honestly
Regards,
*** ***

March 29, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA
Revdex.com Case Number: *** Dear MsS: Thank you notifying Elephant of the concerns of this policyholder (PH)Elephant’s file shows that a refund was processed on 3/16/2016, and that the refund has clearedSincerely, CP Elephant Insurance Services

Re: ID # ***- Elephant Insurance Services, LLCElephant refunded the money the day after I let them know I filed a complaint.Thanks for all your help*** ***
Re: ID # 11245572- Elephant Insurance Services, LLC
Elephant refunded the money the day after I let them know I filed a complaintThanks for all your help
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

April 14, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA
Revdex.com Case Number: *** Dear MsS: Thank you notifying Elephant of the concerns of our former policyholder (FPH)Elephant’s customer service department processed the policy cancellation for our FPH, however another department is responsible for cancelling an SR 22. Our customer service agent was not aware of the SR when the policy was cancelled. The information that the state of Virginia provided to the FPH detailing the need for the SR would have specified he need for an operators’ policy if the FPH did not own a vehicle. It is the responsibility of an individual who needs an SR to understand what is required of them. Elephant is unable to pay any fees incurred by the FPH, as it would violate insurance rebating laws. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulationsSincerely, CP Elephant Insurance Services

November 28, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA
Revdex.com Case Number: *** Dear Ms*: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)The due date for this policy was the 14th of each month. The October payment was drafted on 10/14/16, not on 10/16/16. Elephant has refunded all unearned premium to our FPHWe 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

Dear Mr*** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***On October 23rd2016, Ms*** was in an accident outside of her home state while attending a family eventWhen she
called in the claim on October 24th, our claims agent advised of the next steps including the fact that we needed proof of residency at time of inception of the policyIn all losses that occur within thirty days of inception Elephant, like many insurance companies require additional information to ensure an incident happened in the policy period and the policy itself was taken out in good faith and since the incident happened in a state where we do not write business we needed to confirm her residency at time of saleWith regards to repairing her vehicle, we emailed Ms*** this morning to advise that we have confirmed it is at her body shop of choice and will keep her apprised on the status of repairsShould she have any additional questions, we encourage her to contact her 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 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS*** Compliance Specialist Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the billing history for our policyholderThe policyholder set up her billing to draft directly from an account instead of from a debit or credit cardEach time that Elephant’s
automated billing system has tried to draft from the account, the payment has been reversed and a payment reversal fee was assessed on the accountIf the payment was late, then a late fee was also assessed on the accountIn addition, the policyholder made amendments in September and October that increased the monthly rateAgents have reviewed billing with the policyholder on November 6th, November 9th, November 21st, and on December 18thAn agent changed the policyholder’s payment method to a card on November 6th to prevent chargebacks from occurringAn agent called the policyholder on December 18th, and left a voicemail when there wasn’t an answerAn itemized billing statement was e-mailed to the policyholder on December 22ndWe 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*** Compliance Associate Elephant Insurance Services

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They did not inspect my car prior to making this determinationI feel the insurance company are not telling the truthThe reason I have *** is because they are honest, not like this stupid insurance companyI spoke with the adjuster and her supervisorYou think they should have or would have integrity, or be honest, NOT! The supervisor said its a he said she said situation, and they were going to go with their insuredHonesty is dead with these companies, its all about the moneyI took the photos, called and filed the claims, and did all the workI know that there isn't anything I can do further with this, but just so everyone knows, this company has no ethics and is the WORST!
Regards,
*** ***

Good afternoon,
The individual who submitted this complaint is not a policyholder and I can not locate the billing account without our policyholder's identifying information. I will need our policy or account number or identifying information for the policyholderThank you

August 7th, W*** Atkisson Revdex.com Serving Central Virginia, Inc*** *** *** *** *** *** *** ** *** Revdex.com Case Number: *** Dear MsAtkisson: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the claim file
for the claimantIn order to process a claim, Elephant needs cooperation from the insured involved in the accidentElephant’s policy contract, which was approved by the Texas Department of Insurance, states that the insured must “cooperate with us in the investigation, settlement, and defense of any claim or lawsuit” in order to claim coverageThe claim was filed on July 13th, and the insured was e-mailed notification of the claim on the 13th, 24th, and August 2nd; called and left a voicemail to contact Elephant on the claim on the 14th, 20th, 24th, and August 2nd; and mailed a letter on July 25th advising that if the insured does not cooperate with the investigation, she will not be eligible for coverageElephant’s records show no calls from the insured’s phone number since the date of loss for the claimIn order to proceed with the claim, Elephant needs to speak with the insuredThe adjuster is continuing to reach out to the insured to obtain a recorded statement and proceed with the case, but Elephant recommends that the claimant file through his own insurance company if he would like to expedite the processThe adjuster will notify the claimant provide next steps on processing the claim if the insured contacts 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 *** *** Sincerely, JLedbetter Compliance Associate Elephant Insurance Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I have numerous emails showing my attempt to contact elephant, as well as phone callsI'd be happy to get records of all the times I was on the phone with elephant or attempted to reach someoneMark, the total loss claim rep assuaged to me, admitted, on the phone, that he had not done what he was supposed to doNot only he, but my account at was transferred to another total loss rep and she told me mark had been out and that he should of sent info/original Check weeks ago and that she didn't know why it was never sentThe ball was indeed dropped, and the manner in which my whole case was handled was unprofessional and appallingSurely all of the phone calls are recordedSo need be, we can go the route of pulling all calls and getting phone records, I would be happy to take that routeI'm requesting the small amount of *** for the inconvenienceIf you do not comply my lawyer will be in contactThank you

August 10th, *** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns
Mr***On July 22nd, Mr*** 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*** 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*** 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*** had keyed his birthday as 07-30-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 *** *** *** Sincerely, Toni MS***
*** *** ***
*** *** ***

August 10th, *** *** Revdex.com Case Number: *** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns Mr***On July 22nd, Mr*** 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*** 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*** 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*** had keyed his birthday as *** 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 *** *** *** Sincerely, Toni MS***
*** *** ***
*** *** ***

July 6, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA
Revdex.com Case Number: *** *** *** ** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimant, (CLMT). Elephant uses a vendor called CCC to calculate damage appraisals and the actual cash value of total loss vehicles. CCC is the industry standard and it helps Elephant to ensure that we are making fair and unbiased offers to all claimantsElephant did experience system outages between 06/03/and 06/08/16. This was an unfortunate occurrence and was inconvenient for policyholders and claimants. Elephant notified the states in which we operate about the systems outage and we worked hard to minimize any inconvenience to effected individuals. This loss occurred on 06/03/and Elephant made a settlement offer on 06/17/16, this is a reasonable timeframe. Elephant did invite the CLMT to provide documentation to refute our total loss offer. The CLMT provided valuation information for vehicles that were in better condition and with lower mileage than the totaled vehicle, therefore the info that he provided did not affect Elephants total loss offer. 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 *** *** *** Sincerely, CP Elephant Insurance Services

July 7th, Revdex.com Case Number: *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***During the life of the policy it was found that Mr*** did not have a permanent residence as
disclosed on his applicationIt was found that each vehicle had a separate “garaging address”; these were not physical locations but Recreational Vehicle (RV) parks and/or campgroundsElephant did confirm that the RV was not anchored or set in a permanent location but was fully operational and could be driven anywhere with Mr***’ vehicles in towAdditionally, since the RV can be driven anywhere even out of the state of ***, Elephant cannot establish a proper rate for the risk especially if Mr*** begins to reside in a state that we do not writeUnfortunately at this time we cannot write a policy for Mr*** and the nonrenewal will standWe encourage him to obtain insurance with an appropriate carrier so he does not wind up in a lapse of coverageShould Mr***’ situation change we will be happy to re-review our decisionWe 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, Toni MS*** *** *** *** Elephant Insurance Services