Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***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 $** 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-***-** *** (1-***-***-***)Sincerely, JL*** Compliance Associate Elephant Insurance Services

June 22, Revdex.com Case Number: *** Thank you notifying Elephant of the concerns of this policyholder (PH)Unfortunately Elephant experienced enterprise wide system issued between 06/06/and 06/10/16. During this time we were unable to receive calls or view policy and claim files
Our records indicate that the PH agreed to our settlement offer for her vehicle on 06/14/and that we issued payment on the same day. Sincerely, CP Elephant Insurance Services

September 2nd, *** *** 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 detailWe 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***
*** *** ***
*** *** ***
*** ** *** ***

February 22nd, Emilee *** 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 Mr***I have reviewed the claim for our prior policyholderThe incident occurred on 10-21-2015; Mr*** indicated as he was driving down Highway and went over a hill, a crosswind blew his trailer over to the left lifting his *** *** *** ***, standing it on the rear and slamming it down to the ground; however, when the police arrived at the scene, it was reported that a strong crosswind caused the trailer to unhitch from the *** *** and overturn (the trailer)While initially the report indicated no damage, Elephant reached out to the State Trooper for verification and was advised that he did see a minimal damage on the tow hitch and rear bumper; however because he thought the damage was less than $1,000, he did not include it in his reportWhen Elephant’s independent appraiser examined the *** ***, the damage to the engine was not consistent with the type of lossExposed wiring, improper welding to the undercarriage and items tied together with zip ties are not consistent with what happened to Mr***’s 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, Toni ** *** Product Compliance Specialist Elephant Insurance Services

Dear *** ***
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer’s concerns
The customer complains that a personal auto policy was purchased with Elephant and that months premium was paid
An
additional $was charged to the credit card on file. When he called Elephant, he was informed the charge was due to a lack of prior insurance history for the policyholder, the wife of the insured customerHe states he doesn’t understand how an insurance company can charge an additional amount of premium
The customer is not our policyholder, but an insured on the policyThe policy address matches the address on the complaint, so all mailed notices to the policyholder should have been received without issue
The policy was purchased on March 24, and effective on March 25, Under *** insurance law, insurance companies are given a day underwriting period to confirm information provided in an application for insurance or to even cancel the policyIf information is not consistent, a policy can be amended and a premium can be adjusted
Therefore, under the day underwriting period, Elephant had until May 9, to review and amend the policy
On March 26, 2014, the application was initially reviewed and a letter was sent via USPS first class mail correspondence
stating an insured had an out of state driver’s license and had days to change the license to a *** license or risk being cancelledThe mailing address on file is where the notice was sentOn April 15, 2014, the customer called in after receiving the notice and explained the insured husband had a
residence and vehicle in Colorado, and he only visited *** every few monthsUnderwriting approved the husband could remain on the policy with an out of state license and the policy would not cancel because the reason was valid
On April 22, 2014, Underwriting began the review of the application informationAn Underwriting Review letter was sent to the policyholder stating that the customer showed a lapse in coverage of (greater than days) for the following dates: 3/25/11-3/25/Also, we were unable to verify prior insurance coverage during the last three yearsTo prevent an increase in premium, the customer could provide a proof of coverage letter to verify coverage during these dates from the insurance company who provided coverage during these datesIf verification is not received, the policy will be amended as of the date on the letterThe letter was sent with a response deadline of May 9, 2014.On May 9, 2014, the customer had not responded to the most recent letter, so the policy was amended to reflect the lapse in coverage reported, increasing the annual premium $The customer received via email new policy documents indicated that the policy had been amended and the new annual premium.On June 5, an invoice generated for the new premium owed for the month payment plan ($286.03/2- month installments) elected by the policyholder ($+ $7 installment fee)This invoice was sent to the policyholderOn June 25, 2014, the premium owed drafted from the card on file, per the terms of the *** Payment FAQ document sent in the initial policy packet emailThis document explains when you agree to recurring payment plans with Elephant, we will provide you with an invoice and draft the card on file when it is due
On July 7, the insured called in to question the amount drafted on June The agent explained the reason the additional payment was invoiced and collectedThe agent was able to contact *** *** and verify coverage for 3/to 3/with no lapsesThe agent attempted to contact***, but was unable to get through due to excessive hold timesThe agent offered to call the customer back when he could reach ProgressiveThe customer stated he could not accept a phone call later that evening, so the agent returned the call to *** on July *** verified that the customers were insured from 6/11/to 12/9/with a day lapse in coverage for 6/11/to 6/13/The dates of 12/9/to 3/remained unverifiedThe customer then stated he also had ***, but didn’t wish for Elephant to contact them, as he stated he would be switching insurance due to the underwriting processInsured was advised the wife would have to call to request the cancellation, as she was the policyholderThe customers have not been in contact with Elephant since July 8,
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,
*** ** ***

*** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** ***
*** ** *** Revdex.com Case Number: *** Dear *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** ***I have reviewed the claim file
for our policyholder The policyholder notified Elephant of the claim on the date of loss, June 17th, 2017, a Saturday. The adjuster contacted the policyholder on June 19th, for a recorded statementThe adjuster contacted the policyholder on June 22nd, to confirm which shop would conduct the estimate on her vehicleThe policyholder decided to get the estimate done at one of the shops in Elephant’s network, so the handling of repairs was transferred to our repair network vendorThe repair network vendor contacted the adjuster on June 23rd to advise that the policyholder would like for an appraiser to come to her house to look at the vehicle instead of having Elephant take the vehicle to the approved shop for an estimateThis change required Elephant to send out an independent appraiserOn the 26th, the policyholder called the adjuster to check on the status of the appraisalThe adjuster confirmed that the policyholder was listed for an appraisal and gave the policyholder the appraiser’s information, so the policyholder could set up a time that worked best for herThe appraiser completed the estimate on June 28th, but the appraiser did not upload the estimate into Elephant’s systemElephant is currently monitoring the account for the receipt of the appraisal for the vehicleThe policyholder did not have rental reimbursement coverage on the policy at the time of the accidentWhen purchasing the policy, the policyholder called Elephant’s sales department and the sales agent reviewed the policyholder’s coverages before completing the purchaseThe sales agent also reviewed the coverages that had not been added to the policy, including rental reimbursement, and the policyholder stated that she was fine with the coverages she had selected When the policyholder contacted Elephant on June 30th to advise of challenges getting in touch with the substitute for the claims adjuster, the policyholder was given the supervisor’s phone number, and the supervisor called the policyholder back on the same day and left a message stating reviewing the claim’s status and next steps in the processElephant is currently monitoring the claim for the receipt and approval of the appraisal to continue processing the claimWe 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) 218-Sincerely, ** *** 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
The response given is inaccurate I was given no time to provide a DL and I was notified via email only that I was going to be terminated I wasn't told until I called in on another matter there was an issueI would like my money back since I cancelled my policy, I'm due a refund any how! I will never recommend this insurance and will make that clear on all of my personal matters with other individualsI suggest this company starts caring about the consumer matters being that they are a small company! We keep you guys open!
Regards,
*** ***

Be aware this insurance company charge $for late paymentCustomer service *** and your waiting time will be more than minutes

June 10, *** * Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA
Revdex.com Case Number: *** *** *** ** Thank you notifying Elephant of the concerns of our former policy holder (FPH)When the FPH purchased a policy online she consented to automatic payments. Elephant requires any policyholder who does not pay in full to be signed up for automatic payments and this FPH chose to pay monthly. The policy was effective on 3/15/16, which made the monthly payment due date the 15th of each month. Elephant’s policy notes show that the FPH called in to reschedule the April payment to the 22nd. When Elephant attempted to process the payment on 4/22/the card was declined. On 4/18/Elephant sent a notice of intent to cancel for nonpayment of premium. No payment was received and the policy cancelled on 5/5/16. Elephant’s policy documents contain a payment FAQ’s form, which explains that we have the right to collect past due amounts after policy cancellation. This is also explained in the intent to cancel, sent on 4/18/16, and the cancel confirmation letter that was sent on 5/5/16. The payment that was drafted on 5/20/was for coverage provided through the cancellation date and cannot be refunded. No additional payments will be drafted since the past due balance is paid and coverage is no longer in effect. Sincerely, CP 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
The business response clearly states, "When 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 15th." I want my $** refundFurther, have them provide the recorded message to youThe representative, William, clearly states, a refund of $*** would be applied to the debit card associated with my checking accountThat's what I expectI want my additional $** refund.
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.]
Regards,
*** ***
This message is regarding reply to complaint,
(per-recorded conversation with *** ***, seat belt sensor, not being consistent with car having being struck while unattended)Police report stated car was struck hard enough to push car on sidewalk(infinity dealer stated if car was stuck with a lot of force sensor would go off, this is general information) Officer completed report based on his investigation of the crime seen and vehicle.
(per recorded conversation with *** ***) I inquired if the seat belt sensor could have remained on from previous accident reported to Elephant auto (December 2014)*** stated that the " The adjuster noted in reports that the senor was not on"(furthermore) I can also provide documents that the vehicle was repaired with my own funds in which elephant adjuster was aware of when he inspected the vehicle at the location in which auto was repaired3.Policy for loan lease was created on JULY (recorded conversation)I also relayed to rep that I had recently refinanced through new institution JANUARY Rep took new info and also covered me with road side assistanceRep never stated that prior refinancing would be a conflict of interest to loan lease policy agreement( I requested loan lease policy document via email from *** ***, she never replied)Elephant Auto has issued statement, policy infoLegal action has been takenThank you for you assistance,
*** ***

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the file for our policyholderThe policyholder’s policy was set to renew on August 15th, and the policyholder called in on the August 14th to ask what the renewal rate would be if
she were to switch from six month payments to monthly paymentsThe agent attempted to quote the amount in the system, but accidentally changed the payment plan and processed the payment required to switch plansThe policyholder when to check her policy while on the phone with the agent and saw that the payment had been processedA team lead reviewed the situation and issued a rush refund request for the amount processedRush refund requests take to business days to be refunded back, and that is the fastest that Elephant can refund paymentsThe team lead went to accounting and a refund request issued and reviewed that same dayThe following day, the system drafted from the policyholder’s accountThe policyholder called in to get an explanation, and the agent explained that the policy had not been cancelledThe agent cancelled the policy and requested a refund for that draft as wellThe refund for the first draft was issued from Elephant’s systems on August 14th, and the refund for the second draft was created on August 16th and is still clearing our systemsThe policyholder can call our Customer Service Department and request a refund for overdraft fees caused by the second draftCustomer Service may request a running bank statement to show where the Elephant charge caused the account to overdraftElephant apologizes for the inconvenience to the policyholderAll funds drafted are being refunded, and the policyholder can call in to request a refund for overdraft feesWe 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

February 11,
Revdex.com Serving Central Virginia, Inc
Moorefield Park
Drive, Suite
Richmond, VA
Revdex.com Case Number: ***
Dear MsS:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of our policyholder (PH)
The PH’s first loss was occurred on 1/27/and was reported to us on
1/28/16. The second loss occurred on
1/30/and was reported on 2/1/15.
Elephant inspected the vehicle on 2/2/16. The inspection was complete days after the
first loss, this includes a weekend
The claims have been open for days and days and Elephant is in the
process of completing our coverage investigation. We have been in regular contact with the
insured and are well within the appropriate timeframe for completing the
coverage investigation
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 1-877-
TRUNK (1-877-218-865)
Sincerely,
CP
Elephant Insurance Services

July 7th,
*** *** 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 Mr***On April 28th, Mr*** was involved in an incident, after our investigation we deemed his *** *** ** *** a total loss although it was still drivableOn the afternoon of June 20th, Mr*** turned over his vehicle and the proper paperwork so Elephant could settle his claim with his lienholderAt 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 lienholder 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*** 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 *** *** *** Sincerely, Toni MS*** Product Compliance Specialist Elephant Insurance Services

August 14th, W*** Atkisson Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear MsAtkisson: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claim
file for our policyholderThe shop conducting the repairs was chosen by the policyholderAn initial estimate was written on July 28th, and a check was issued to the policyholder for repairs on July 31stThe policyholder later requested that the initial check be cancelled and that a new check be issued to the body shopThe check was jointly issued to the body shop and the insured on August 8th for the amount on the original estimateThe policyholder needed to use her vehicle while it was undergoing repairs, so she picked it up from the shop and complained that the repairs had not been done to her satisfaction when she got itThe policyholder called the staff appraiser and the adjuster on August 11th to say that she was upset with the quality of repairsThe policyholder sent photos of the repairs to the staff appraiser, and the staff appraiser questioned some of the repairs because they did not seem to match the staff appraiser’s estimateTo clear up the confusion, the staff appraiser and the adjuster called the body shopThe body shop advised that the policyholder asked if there was a way to repair the car such that she would not have to pay her full deductibleThe shop deviated from the estimate that Elephant made, and instead of replacing a vehicle part, the shop repaired the part to help save the policyholder moneyThe staff appraiser informed the shop on the call that all changes to the estimate should be sent to the staff appraiser for approval before starting repairsAt no point did the staff appraiser or the adjuster share recorded calls with the shop of choiceAny and all information shared was volunteered by the shop of choice and was relevant to the settling of the claimThe adjuster contacted the policyholder and informed her that Elephant’s job is to estimate the cost of repairs and pay for them, but it is the shop’s job to complete the repairs, and if the work is not completed satisfactorily, that is a matter for the policyholder to discuss with her shop of choiceElephant has not changed its estimate or the check for repairs, and payment has already been jointly issued to the policyholder and her shop of choiceElephant recommends that the policyholder contact her shop of choice for issues on repairs completedWe 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

Dear Mr*** Thank you for notifying Elephant
Auto Insurance (Elephant) regarding the concerns of Mr***On July 6th, Mr*** and the claimant were involved in an auto accident in which Elephant deemed Mr*** to be at faultUnfortunately the claimant sustained injuries as a result of the incidentDuring the course of the investigation, the claimant provided the necessary medical documentation required and Elephant paid accordinglySecondly, Elephant is obligated to protect our insured when they become legally liable because of an accident arising out of the ownership or use of a covered vehicleIn this case our insured, Mr*** was not only legally liable for property damage done to the claimant’s vehicle but bodily injury incurred by the claimant 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 *S*** Compliance Specialist Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss PearsonI have reviewed the policy and billing history for our policyholderThe policyholder did call in to request a late payment arrangement on March 25th, but the transaction was
not processed in our system, so the regularly scheduled occurred on March 30thThe policyholder called in on March 31st to say that the payment had drafted, and the agent advised a refund could be sent, but the system would not be able to send a refund for the full amount of the March 30th paymentElephant has reached out to the policyholder, waived the fees on the account, and requested that the policyholder send a running bank statement to show that Elephant overdrafted her account so that Elephant can refund the policyholder’s bank overdraft feesIf the policyholder has additional questions, we recommend that she contact Elephant’s 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 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.What was the point of refunding the payment wks later after my other bills have already been affected only for me to now receive policy cancellation notices the next day after the refund has hit my bank account? I havent received any calls from a customer setvice rep to resolve this, my payment for this month is due TODAY so now Im supposed to make double payments? Completely annoyed and unsatisfiedSome soret of arrangement needs to be made
Regards,
*** ***

April 15, *** *** 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***Ms*** Virginia Auto Policy includes Towing and Labor Coverage. This coverage is detailed in form PP and in the corresponding insurance identification card. This coverage is state promulgated and covers the following perils: 1) Towing, 2) Battery Jump, 3) Flat Tire, 4) Fuel Delivery and 5) Lock Out. Ms*** cites information contained on Elephant’s website, stating that delivery of fluids is detailed as covered. This website provides all possible coverage options, the provisions of Ms***’ Elephant policy determine the coverage provided to herWe regret the misunderstanding; however we are unable to provide coverage outside of that detailed in our 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 1-877-TRUNK (1-877-218-865)Sincerely, *** ** *** Product Compliance Specialist Elephant Insurance Services