Elephant Insurance Services

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*** ** *** Revdex.com Case Number: *** Dear *** ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss HarperI have reviewed the
policy history for our policyholderThe policyholder purchased her policy online on *** *** ***On *** *** our underwriting department reviewed the policy and was unable to verify the address information submitted by the policyholderUnderwriting sent an e-mail to the e-mail address on file for the policyholder advising the policyholder to submit documentation of her address and her driver’s licenseElephant did not receive the documentation requestedOn *** *** Elephant mailed a letter to the physical address on file that the policy would cancel on *** *** if the policyholder did not provide Elephant with the requested documentationElephant did not receive the requested documentation, so the policy cancelled on *** ***Elephant needs the correct address information because it is a rating factor and because important documents, like cancellation notices, are mailed to the address on fileOnce the policyholder has documentation like a lease or a driver’s license verifying her address, she can submit it to Elephant in order to be eligible for the reactivation of her policyWe 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 *** ***
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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
[Provide details of why you are not satisfied with this resolution.]
When I called them on Dec as they indicated, I told them I was unaware of any lapses of insurance and that since they were changing our verbal agreement that I would get insurance with another company and not to submit any future pmt withdrawals to my bank I got another policy with another company They quoted me a monthly pmt and they did not change the pmt amt like Elephant did Then when they contacted me a second time, I sent them a email to cancel effective Jan 1st even though I thought it was taken care of Dec 1st It's a real shame that when one amt is quoted then after you commit they raise the pmt amt for any reason at all When quote is made it should be honored for the duration of the agreement Then increased once this agreement had lapsed
Regards,
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April 13th, Revdex.com Case Number: *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms*** ***The offer we provided for the settlement value of Ms***’s total loss vehicle was based upon the fair market value of her vehicleWe
gathered this data using a third-party vendor, who collected information for comparable, recently-sold vehicles near Ms***’s locationWe consider the data provided by *** *** ***, our valuation vendor, to accurately reflect the true market value of the vehicle because the information is based on similar vehicles which sold successfully, rather than the retail price that others are attempting to sell the vehicle forWe regret that Ms*** is burdened by the remaining balance on her auto loan, but as she did not elect to carry Loan/Lease Coverage when she bound her Elephant policy, we are unable to provide additional coverage to assist with the repayment of her loanAs such, we encourage her to reach out to her lienholder regarding the loan balance to discuss the options available to her, and work with them to reach an agreeable resolutionWe 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, Gina K*** Compliance Specialist Elephant Insurance Services

December 23, 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 this consumerUnfortunately the policy referenced by this
consumer is in the name of another individual. The consumer is listed on the policy but not authorized by our policyholder to make changes to the policy. Per our policy contract, cancellation must be requested by the named insuredWe 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

October 27th, *** *** Revdex.com Case Number: *** Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***On September 21st, Ms*** called in to update her
payment information; however, a draft on her account had already been attempted and since the account was invalid the policy incurred a $**insufficient funds feeOur customer service representative made an exception to waive the fee, unfortunately this was not done and her next month’s payment was drafted with the $**insufficient funds fee and a $**late fee for the prior payment being lateMs*** regrettably had to call in to inquire again about her billingAt this time instead of a credit back to her account she wanted the $**credited back to her account; we were able to do so on October 20th, 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

May 24th, *** *** 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 Mrs***On April 11th, Mrs*** called Elephant to file a hail claim for an incident that happened on 03-23-During our investigation we found that there was a prior hail claim filed with another company in and the check was issued directly to Mrs***When we asked if she had receipts or any other information to demonstrate that the claim had been paid she said noAt this time we advised that we could not move further with the investigation until we were able to determine what damage occurred with the loss in versus the one that happened a few months ago and any documentation of repairs for the prior damage would be helpfulMs*** stated she had no record of the prior repairs so we have reached out to the vendor that contracted the original appraiser and are currently waiting for them to reach back out to Elephant to advise of their findingsWe have been in constant contact with Ms*** throughout the claim process; however, we also have to do our due diligence to ensure we are not paying for existing damage
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***
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December 1, 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 policyholder (PH) Elephant has removed this PH and the vehicle that was traded in from the child’s policy, effective 10/14/2015. The child’s policy received a credit of $585.15. This credit will satisfy the payment due on 12/9/15. The remainder of the credit will be applied to the remaining payments. 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, CMP Product Compliance Specialist Elephant Insurance Services

September 2nd, *** *** Revdex.com Case Number: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***On August 18th Elephant received Ms*** signed rejection form for Personal Injury
Protection and on August 28th a refund of $**.** was pushed through and credited to her account on fileWhile we do apologize for the delay in handling we have refunded Ms*** monies owedWe 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*** Product Compliance Specialist Elephant Insurance Services

September 2nd, *** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding Mr***’s responseSince Mr*** has specific questions regarding his billing and the Elephant portal I have reached out to Customer Service to have a representative contact him to help him walk through signing in the portal to ensure the information on file is accurateAdditionally, it appears his billing is correct as we have received his signed Personal Injury Protection form; however, our licensed agent can also explain his payments and coverages in detail
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***
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January 21, 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 claimantElephant stands by our handling of this claim. Our file details that the claimant was told numerous times that we would pay for no more than days of rental and that an appointment should be set with the body shop after all necessary parts were at the shop. It is standard industry practice for the number of days for which a rental vehicle is provided to be limited to the number of days required to complete repairs. When the claimant contacted Elephant to request that a rental reservation be set for a Wednesday, the claimant acknowledged understanding that the last day Elephant would pay for the rental was Sunday. Elephant’s file shows that the claimant’s body shop advised that the claimant dropped the vehicle off without an appointment, and stated that Elephant instructed thisThe claims manager who the claimant tried to reach repeatedly was unavailable during the time of the contact attempts but did have a direct report call the claimant on the manager’s behalf. Each individual that the claimant spoke to advised the same thing because we followed our established procedure. Speaking to the manager would not have changed the time allowed for rental at that pointElephant’s file shows that we processed the supplement from the claimant’s body shop the day after we received it. At that time Elephant offered to provide another rental and the claimant declined. The claimant subsequently requested another rental, which the claimant is presently driving. The claimants vehicle is expected to have repairs complete on 1/27/and Elephant will continue to pay for the rental until repairs are complete. Sincerely, CP Elephant Insurance Services

December 23, 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 this consumerUnfortunately the policy referenced by this consumer is in the name of another individual. The consumer is listed on the policy but not authorized by our policyholder to make changes to the policy. Per our policy contract, cancellation must be requested by the named insuredWe 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

August 20, *** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number:
*** Dear *** ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH) I have reviewed the policy and billing history for our FPH The funds drafted on 8/8/were properly billed and collected in accordance with our documented procedure. Our FPH was enrolled in auto pay. Our payment FAQ’s, which are provided with the policy documents, specifically state that we may draft past due premium after the cancellation date. The policy invoiced on 6/18/and a partial payment was made on 6/22/15. The policy invoiced again on 7/19/15, this invoice included the unpaid amount from the prior invoice. Because no payment was received after 6/22/15, the policy was cancelled for nonpayment of premium. Elephant issued a notice of cancellation for nonpayment of premium on 7/13/15, which detailed the past due amount and the date the policy would cancel if payment was not received. The 8/8/draft is earned premium for coverage provided through the 7/27/cancellation date 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, ***
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Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***On October 23rd 2016, 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-***)Sincerely, Toni MS*** Compliance Specialist Elephant Insurance Service

November 25th, *** *** 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 Ms***On 09-29-Ms*** and our
insured were involved in an accident where we deemed our insured to be 100% at faultDuring the course of investigation, Ms*** *** *** *** was deemed a total lossIn determining the value of the *** *** ***, Elephant reached out to the vendor we use *** *** *** (***) *** *** for assistanceThere are many variables they use in determining the adjusted loss value of a vehicle such as the model, mileage, optional features, accessories, and condition of the vehicle to name a fewWe also look at other vehicles in the local area to help determine the market valueIn this instance, we were able to make an offer on Ms*** *** *** of * ***At this time we also explained since she had a lienholder that this amount would go towards the open loanIf the loan was less than *** then the loan would be paid off but if the loan was more than that she would need to pay the differenceShe was unsure how much the existing loan was; we also advised of the paperwork needed to finish up the claimShe understood but wanted us to also explain this process to her boyfriend, we called him at the number provided and explained the processTo date we have not heard from Ms*** and in order to complete the claim we would need her to contact us and provide the paperwork neededWe 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 *S*** Compliance Specialist Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr*** **I have reviewed the claim files for our policyholderMr*** filed a claim on January 6th, for damage to his *** *** that was struck while it was parked and
unoccupiedOur adjuster found coverage for this claim and advised Mr*** that he could approve a rental vehicle for days for Mr*** or pay him the equivalent for days of a rental vehicleMr*** agreed to accept payment for days’ worth of rental in addition to payment for repairsThe check only needs supervisor approval before being issuedMr*** also filed a claim with Elephant on January 15th, for running over debris from a tractor trailer in front of his vehicle on the highwayOur claims adjuster, an independent appraiser, and Mr***’* shop of choice did not find the damages on his *** *** *** to be consistent with running over debrisInstead, the damages appeared to be from usage of the vehicle, and Elephant’s insurance policy does not cover damage from the usage of the vehicleWe 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, JL*** 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

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
[Provide details of why you are not satisfied with this resolution.]I feel as though Elephant is Lying through their elephant trunks due to the fact this is not the first time I have had an issue with them not keeping track of emails or phone calls to their system My $is lost and now I guess I will just eat away the cost
Regards,
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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
Payment for the charges was NOT billed This is only one of the key complaints against Elephant insuranceFurthermore, no entity has free license to simply reach into my pocket to take whatever money they deem necessary -- especially without notification or authorization to do so Once the policy was cancelled, I should have received a statement of account outlining all charges due, which includes a statement date, an itemization of charges by date description and amount, a total amount due, and a due date This was not provided In addition, once the policy is cancelled, the contract is officially terminated and, therefore, any previously established payment methods are also contractually terminated as well; they do not extend past the contract term! I deserve (and indeed demanded) a bill I have repeated asked for a full statement of account, describing all chargesThis should be standard business practiceElephant insurance does not have authority to access my checking account and withdraw any amounts they choose (and they have varied) I had no prior notice of these withdrawals and there are no words to adequately express the hardship it caused Imagine having hundreds of dollars repeatedly snatched from your account month after month, with no notice at all This has been my experience with Elephant Yet they remain unrepentant and callous about the damage they have caused me.
Regards,
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Revdex.com:NegativeElephants response is inaccurate and dishonestFor starters I still to this day am not allowed to log in and fix my policy or even view my policy and haven't been able to since signing up with them periodI tried to give the benefit of the doubt, but I literally tried seconds before writing thisThey have since sent me forms to change which I have doneHowever they're still over-charging me this month for no reasonTheir staff takes over a week to respond to any inquiry at all which is absurd business practice to begin withIn the odd event I do get a hold of their customer service, it's like taking to a wallI get the run around every single timeAnd here we are weeks later and a simple problem has not been fixedHands down the shadiest business practices I have ever been subjected to.
Regards,*** ***

May 26, *** *** 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 Ms*** Elephant notes that Ms
***’s check was cashed after she called to make her payment over the phone. We apologize for our oversightBetween 4/& 5/a total amount of $was successfully refunded back to the cc ending in ***. Between 4/& 5/a total amount of $was successfully refunded back to the cc ending in 6173. This is a total amount of $refunded since 4/22. Of this amount, $was refunded after the policy cancelled on 4/27/15, effective 4/22/15. 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, *** ** *** Product Compliance Specialist Elephant Insurance Services