Elephant Insurance Services

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Mrs [redacted] and her husband [redacted] called to cancel their policy on 08/01/The policy was cancelled with an effective date of 08/02/Mrs [redacted] states that customer service advised that a bill for outstanding balance would be sent after the cancellation processed and that Elephant would grant thirty days for payment of the overdue amountMrs [redacted] states that the only communication she and her husband received was a confirmation of the cancellation, via email on 08/01/Further, on 09/05/Elephant drafted the overdue amount of $When Mrs [redacted] called to question the 09/draft, she was advised that the policy contract authorizes Elephant to draft outstanding balances upon policy cancellationMrs [redacted] would like to be reimbursed for half of the overdue amount that Elephant drafted on 09/05/2014, because she and her husband did not receive a final bill I have reviewed the 08/01/call that Mrand Mrs [redacted] made to cancel their policyThe customer service agent advised that Elephant would send the final amount due when the cancellation processedMr [redacted] asked if his cancelling the policy would stop the automatic payment that was set for 08/07/The agent advised that the automatic payment would not be drafted once the policy cancelledThe agent explained that Elephant would grant thirty days for the outstanding balance to be paid and that if the balance was not paid Elephant would try to draft the overdue amount from the account on file prior to sending the account to collectionsThe agent also explained Elephant's collection process to Mrand Mrs [redacted] in detail Elephant's collections process starts when a policy with overdue premium cancelsThe policyholder receives and email notifying them that their policy has been cancelled, with an attachment detailing the overdue amountThe policyholder is given thirty days to pay the balanceIf payment is not received in thirty days, the account goes into collection statusIf the account was on auto pay, which is mandatory for all policies on installment plans as of January 2014, Elephant will attempt to draft the overdue amount from the account on file the first Friday after moving to collections statusWe attempt to draft payment on this date because it is the business day preceding the account actually being referred to our collection agencyThis policy is also detailed in our actual policy documents Elephant's records show that the cancellation confirmation was sent on the effective date of cancellationElephant then followed its established procedure for collecting overdue payments, drafting the overdue amount for the 08/02/cancellation on Friday 09/05/Mrand Mrs [redacted] received a written copy of this collections policy with their insurance policyFurther, they were specifically told how the policy works by the agent who processed their cancellationElephant cannot refund any of the funds drafted to cover the overdue balance, as they are payment for the coverage that we provided and refunding that payment would violate [redacted] rebating laws 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] ***

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 belowAs reported, my vehicle was not operable during the weekend that I moved back to **, 11/11/Once it was operable again on Dec 1st 2016, I obtained insurance through [redacted] ***Elephant cannot sell insurance in **, so I went with another companyResolution is to refund my money, *** Regards, [redacted]

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 below.The company has made no effort to rectify the situationIf the claim should have been only been processed as a collision (as the company is stating) then the adjuster should have never said they could possibly process as an uninsured motoristThe misrepresentation of ability led me to believe that if I did my due diligence it would result differently, and the reasoning behind why it was not changed was purely subjective to what the representative deemed to be acceptableThe guidelines were unclear and the facts are being twisted only to benefit the company's best interestI would have never files as collision had I known this would be the outcomeFor the record, I was also asked by Elephant to start my claim in May as a collision claim (even though I was clearly not in the vehicle and the occurrence was caught on tape), paid a $deductible, and had to wait for to to be changed to uninsured motorist even though I provided evidence from the very beginningI was never notified of the change in status had to call and ask about that claim and nor ever refunded my $until I had to ask what ever happened and was made aware of the change in status and finally refunded in March 2016, only because of my actionsThe company is simply taking advantage of its customers and falsely processing claims Regards, [redacted]

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.I was NEVER offered this option ! Nor did I do this option the first time or any timeI never did a conference call with anyone from elephant or any other insurance coYOU LIE !! Elephant insurance communications ceased after I proved I had NO gapsI've heard this is common practice for Elephant who is really Admiral Group elephant.co.uk, Parent organization, and doesn't believe they have to play by the rules / laws of the State of ***, where I liveIf there is a change in policy the policy holder has to be informed and given the option to opt out and cancelI wasn't informed and wasn't told Elephant would be deducting addition funds from my accountThe additional funds withdrawn caused me to go into overdraft with feesHad I known about the increase in policy amount I could have transferred additional funds into my account or canceled my policyElephant claims / advertises to have customer service but my experience with them proves otherwiseMy new agent said several people have switched to them with the same complaint about elephantI will be informing the credit bureaus of this if elephant carries through with their threat to ruin my creditAnd like my bank did, I'm sure they side with the laws of [redacted] and with meI'm not your victimYou need to move on to anotherI want this matter dropped and elephant to admit they made a mistake and NOT damage my creditI will report back if my credit gets effectedAnyone who checks out elephant with the Revdex.com will see this Regards, [redacted]

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 ahold 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, [redacted] ***

March 22, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear MsS: Thank you notifying Elephant of the concerns of this policyholder (PH)This policy was cancelled for lack of underwriting information Elephant’s policy notes show that the PH provided the required information ant that the policy was reinstated without a lapse on 03/14/ Sincerely, CP Elephant Insurance Services

July 7th, [redacted] Revdex.com Case Number: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***On April 28th, Mr [redacted] was involved in an incident, after our investigation we deemed his *** [redacted] a total loss although it was still drivableOn the afternoon of June 20th, Mr [redacted] turned over his vehicle and the proper paperwork so Elephant could settle his claim with his lien-holderAt this time we also set up a rental vehicle reservation for himOn June 27th, we still had not received the information we needed so we made a call to the title company to see if they received all of the items they needed and they had; we submitted payment to Mr***’s lien-holder to settle the claimAt this time, we advised that we were not able to extend extra rental daysOne of our agents took another look at the claim file later that day, and it was decided that we would be able to extend the rental agreement through July 10th, We advised Mr [redacted] of this on June 27th, 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] Product Compliance Specialist 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 belowThe response from the business in no way accurately explains the legitimacy of cancelling my policyLet me start by listing all of the inaccuracies of [redacted] Parks' statement in the bullets below: [redacted] incorrectly stated that my policy was paid in full on 11/22/for 10/22/through 10/23/That is blatantly incorrect seeing as how you can't back date insurance coverageThe policy was paid in full on 10/22/ [redacted] clearly states that I paid my insurance policy in full from 10/23/through 10/23/14; then right after states that a renewal premium was due in AugustThis makes no sense to meWhy am I being charged an additional premium on top of what has already been paid??????? This needs to be explained to me! [redacted] states that my policy was cancelled on 10/18/when in fact it was 11/18/ The above discrepancies exemplify that Elephant auto insurance inaccurately reports simple account information and disproves their overall credibilityI would simply like to know how a customer can have an insurance policy for months and honorably pay for those months but still have their insurance policy cancelled?? Furthermore to state that I owe money is beyond a fallacyI am in no way shape or form obligated to pay additional money for services that have not been rendered or this case coverage that has not been providedIt is very simple I paid for months of coverage and received coverage for months and daysThe representative from Elephant auto insurance whom I spoke with in September should have requested whether or not I was updating my garaged address or mailing addressI changed my mailing address only, therefore no premium changes should have been made to my accountI want what is owed to me and absolutely in no way am I in debt to Elephant auto insurance for coverage that was not provided to me! Regards, [redacted] ***

[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 [redacted] , 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, [redacted] ***

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 belowThat is a lie, you need to go back to the previous date, because you will clearly hear that she did not explain everything until the work has been completed and before I had made a choice as to what shop I was usingRelook and listen to every phone call made between us and you will hear this Regards, [redacted] ***

[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 [redacted] , 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, [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 policyholderBased on our phone records, Elephant did not receive a call from the phone number we had on file or from the number that the policyholder provided in the complaint regarding the cancellation of the policyElephant’s records show a call on September 25th regarding a failed draft on the due date and a change in the monthly payment due to Elephant not receiving signed forms waiving personal injury protection and uninsured/underinsured bodily injury and property damage coverageThe agent resent the forms to the policyholder, advised of future monthly payments, Elephant’s fee structure, and how to avoid feesThere was no discussion of cancelling the policy on this callElephant did not receive payment in September, and a notice was mailed to the policyholder on September 28th advising that the policy would cancel on October 13th if Elephant did not receive paymentThe policy cancelled on October 13th due to non-payment and a collections letter was sent on October 28th advising that we had not heard back from the policyholder, and that the debt would be sent to a collections agency if Elephant did not receive payment within two weeks of the date of mailingOther than the call on September 25th, Elephant’s records show no other contact from policyholderIf the policyholder has additional questions, we recommend that she contact our Customer Service department at the number listed belowWe 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

May 26, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms [redacted] Ms [redacted] purchased her policy online on 3/12/15, for an effective date of 3/13/ Elephant provided policy documents, detailing the coverages provided and their corresponding premiums, at the time of sale The policy notes reflect that Ms [redacted] emailed Elephant, also on 3/12/15, for a quote to add a second vehicle to the policy Customer Service responded to the email, asking Ms [redacted] to call in for a quote Ms [redacted] did not call and the vehicle was not addedThe first time that Ms [redacted] called Elephant was on 3/24/15, after the 3/22/accident Our policy notes reflect that agents explained that the policy did not provide comprehensive or collision coverages on the following dates: 3/24/15, 3/26/15, 4/1/15, 4/15/and 5/6/ Ms [redacted] has provided a recorded phone call to us Ms [redacted] stated that this call is between her and one of Elephant’s agents Elephant’s management team reviewed this call with our special investigation unit and determined, for numerous reasons, that the person speaking to Ms [redacted] on the call is not our agent 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, [redacted] Product Compliance Specialist Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] These concerns have been thoroughly investigated, and we are aware of an issue with the roadside serviceOur customer loyalty team has attempted to reach out to Mr [redacted] directly to address and reach a resolutionHowever, to date, we have not heard back from Mr [redacted] We strongly encourage Mr [redacted] to return our call at his earliest convenience, so that we may promptly address his concernsWe 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, Gina K [redacted] Compliance State Manager Elephant Insurance Services

December 12, [redacted] 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 claim file ( [redacted] ) for our prior policyholder to ensure that no improper acts have been committed on behalf of ElephantIn her letter, Ms [redacted] raised her concern that she believed Elephant to be selling her private information to third-party vendors, resulting in unsolicited advertisementsIn the case that Ms [redacted] received auto insurance quotes from other companies prior to joining Elephant, it may be possible that one of these other vendors could be responsible for the advertisements Ms [redacted] is receivingIn order to protect the security of our customers, Elephant does not solicit the private information belonging to our policyholders.Regarding Ms [redacted] suspicion that unethical acts were committed by her claims adjuster, further review of this claim confirms that the handling adjuster correctly followed company protocol, and is not in violation of any policies or procedures in the handling of the claim It is Elephant’s responsibility to make sure that the damages are properly assessed, in order to ensure the most accurate claim settlement possible—this often involves sending one of our field appraisers to assess the damages to the vehicle On 10/17/2016, the appraiser used both of the phone numbers provided in an attempt to reach Ms [redacted] prior to the inspection on 10/18/2016, but the calls were not answered, and there was no voicemail option available for either contact number As the vehicle in question was parked in an apartment complex parking lot rather than a private driveway, the appraiser was able to complete this assessment with no hindrancesThe handling adjuster attempted to contact Ms [redacted] for several days to advise of the additional damages found, but Ms [redacted] was unresponsive to these calls until 10/31/ Once Ms [redacted] was reached, the agent was forthcoming about the actions taken by the company, as well as the results of the damage appraisalWe 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 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 I was NEVER offered this option ! Nor did I do this option the first time or any timeI never did a conference call with anyone from elephant or any other insurance coYOU LIE !! Elephant insurance communications ceased after I proved I had NO gapsI've heard this is common practice for Elephant who is really Admiral Group elephant.co.uk, Parent organization, and doesn't believe they have to play by the rules / laws of the State of ***, where I liveIf there is a change in policy the policy holder has to be informed and given the option to opt out and cancelI wasn't informed and wasn't told Elephant would be deducting addition funds from my accountThe additional funds withdrawn caused me to go into overdraft with feesHad I known about the increase in policy amount I could have transferred additional funds into my account or canceled my policyElephant claims / advertises to have customer service but my experience with them proves otherwiseMy new agent said several people have switched to them with the same complaint about elephantI will be informing the credit bureaus of this if elephant carries through with their threat to ruin my creditAnd like my bank did, I'm sure they side with the laws of [redacted] and with meI'm not your victimYou need to move on to anotherI want this matter dropped and elephant to admit they made a mistake and NOT damage my creditI will report back if my credit gets effectedAnyone who checks out elephant with the Revdex.com will see this Regards, [redacted]

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 below.[Provide details of why you are not satisfied with this resolution.]Regards,Garold [redacted] For past years I have lived at the address and both trucks what have registration are listed as said I have not in past years moved or change address on the registration of said trucks There are many tthousands of people who like me live in a RV full time who live in RV park or even RV resorts what you are doing is Discrimination and I can get a letter saying I live here for years When you told me you would not renew because of Discrimination of me living in a rv that is not right The man who live next to me live in a rv for over years I know a friend who Lived in a RV for over years And you Discrimination of saying I an move I always ask question if my truck is out of town making sure it be covered and I never said my trucks was moving from where I have lived over years and when I did move I called and told you So I want my Insurance back I do No want Discrimination becuase I live in a rv that has not move for years

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 below [Provide details of why you are not satisfied with this resolution.] Regards, *** [redacted]

July 7th, [redacted] 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 Mr [redacted] During the life of the policy it was found that Mr [redacted] 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 [redacted] ’ vehicles in towAdditionally, since the RV can be driven anywhere even out of the state of Texas, Elephant cannot establish a proper rate for the risk especially if Mr [redacted] begins to reside in a state that we do not writeUnfortunately at this time we cannot write a policy for Mr [redacted] 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 [redacted] ’ 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 [redacted] Sincerely, Toni MS [redacted] Elephant Insurance Services

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , 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: [redacted] Regards, [redacted]