Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***Elephant is covering this claimOn March 23rd, a check was issued to the claimant and mailed to the address that the claimant provided to ElephantThe claimant decided to
obtain a rental vehicle through her insurance company, and her company will obtain compensation for the rental vehicle from ElephantElephant is currently awaiting a supplemental estimate from the claimant’s shop of choice to insure that all damages from the accident are repairedIf the claimant has specific questions about the claim, Elephant recommends that the claimant contact her insurance adjusterWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, JL*** Compliance Associate Elephant Insurance Services

August 15th,
*** ***
Revdex.com Case Number: ***
Thank you for notifying Elephant
Auto Insurance (Elephant) regarding the concerns of Mrs***On April 9th,
Mrs*** had an accident and filed a claim with
Elephant and after a
thorough investigation of the claim the vehicle was deemed a total lossOn
April 11th, when we spoke with Mrs*** as she was reporting
the claim, she indicated that she was going to have her vehicle towed to the
collision center and at this point we advised we needed our adjuster to take a
look at the vehicle first and we would only pay for three days of storage and
recommended to avoid unnecessary storage fees to leave the vehicle at her home
until we could assesNot only did she understand she called the shop and
advised them not to pick up the vehicle at this time; she even thanked our
adjuster for letting her knowShe then advised our agent that the shop she
chose does not as storage fees and when our agent asked a second time to
confirm she said the representative at the shop stated “Oh no we don’t charge
for the storage.” Our adjuster did clarify and advised Mrs*** if they
do end up charging storage Elephant could only pay for three daysShe said “Okay.”
Secondly,
on April 12th we sent a notice to Mrs*** via the email
address on file regarding mitigation and storage of the vehicle stating the
following: “Please be advised there is
state legislation that indicates parties involved in a loss have a duty to
mitigate their damages and expenses such as rental, storage, or any additional
damage to your propertyWe will only be paying for the storage fees to your
vehicle through 04/13/2016.” The
storage fees given to us were for the following dates: 04-11-through
05-11-which conflicts with our information received as our staff appraiser
completed the initial valuation of the vehicle on 04-12-when the vehicle
was parked at Mrs***’s houseAdditionally, on April 27th,
we called Mrs*** and her son and left a voicemail indicating our
investigation regarding coverage was complete and to take the *** *** to the shop of her choice with the estimates in hand; again if the vehicle was
not at the repair facility, then storage fees should not have been incurredThis
in conjunction with her shop of choice charging other excessive additional fees
in some cases three times over the industry norm was factored into her total
estimate resulting in a reduction of $***Should Mrs*** have
further questions about the fees and bill she received, we encourage her to
reach out to the body shop and inquire to have them review their billing
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 *** *** ***
Sincerely,
Toni MS***

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.I'm not satisfied with this offer because one THERES NO OFFER!!! yes they did contact me a month after the accident all I got was there still investgating (even when I called repeatedly before they contact me and thats all they would give me .It shouldnt take a WHOLE MONTH to settle a claim and more or less investigate a call and now that they are getting sued by myself,the guy who hit me and capitol one that's when they all of the sudden want to work on my caseAnd the extensive investigating team SUCKS!!!!! The recording is from one of THEIR EMPLOYEES confirming I have had full coverageAnd the fact they are basically stating I made the recording up is totally and im pressing charges for accusations .And I gurantee you that the recording I have will hold up in courtSo I reject this offer because it totally bogus and frivolous
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the policy and billing history for our policyholder. Based 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 policy. Elephant’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 coverage. The agent resent the forms to the policyholder, advised of future monthly payments, Elephant’s fee structure, and how to avoid fees. There was no discussion of cancelling the policy on this call. Elephant 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 payment. The 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 mailing. Other than the call on September 25th, Elephant’s records show no other contact from policyholder. If the policyholder has additional questions, we recommend that she contact our Customer Service department at the number listed below. 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 (877) [redacted]. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the claims file for our policyholder. Elephant completed the inspection of Mrs. [redacted]’ vehicle and issued payment on January 11th, 2017. Elephant received a supplement and issued payments for additional labor costs on January 16th due to the shop needing more time to complete repairs. Elephant received a call on February 21st from Mr. [redacted] requesting a diagnostic, and the adjuster advised that Elephant requires an authorization to disassemble form to be filled out stating that Mr. and Mrs. [redacted] acknowledged that they would be responsible for the diagnostic if the damages were not found to be the result of the accident. The adjuster sent an e-mail to Mr. and Mrs. [redacted] stating that their shop of choice would need to contact Elephant’s field appraiser if they found any additional damages that relate to the accident. As Miss [redacted] stated in her complaint, the damage was to the struts of her vehicle, and even the shop said that this was due to normal wear and tear on the vehicle. The impact from the accident was to the rear bumper with no damage to the wheels, and Elephant is not liable for damage to the car due to normal usage. Elephant informed Miss [redacted]’ shop of choice on March 22nd, and an adjuster called Miss [redacted] on April 3rd to advise that Elephant is not liable for the damages. If Miss [redacted] has additional questions about the claim, we recommend she contact her claims adjuster, and she can contact Elephant’s field appraiser for additional information on the appraisal of her vehicle. 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-[redacted] (1-877-[redacted]). Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss Fletcher. I have reviewed the claim file for our policyholder. The claim was filed on the date of loss, October 27th, 2017. The adjuster was able to get a recorded statement from the insured on October 30th...

and set up an appointment with a local shop for inspection. The insured sent evidence of police contact and photos of her vehicle in order to ensure that the proper coverage applied. Elephant received an estimate from a different shop on November 7th, 2017. Elephant has taken steps to coordinate with the new shop to make sure that estimates are correctly uploaded and filed with Elephant. Elephant’s desk review team reviewed and approved the estimate on November 15th. The adjuster e-mailed the estimate to the insured on November 16th, and the check to the insured for repairs has been initiated and just needs to clear Elephant’s systems. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at ([redacted]. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding Mr. [redacted] concerns regarding the addition of his brothers to his personal auto policy.     Because resident family members are significantly more likely to allow each other to borrow one...

another’s vehicles than in other roommate situations, and thus pose a higher risk, Elephant’s Underwriting (UW) guidelines require the driving history of all licensed resident relatives to be taken into consideration in the rating of the policy. With [redacted] being a non-exclusion state, our agents are required to rate all eligible related household members, even if this information was not disclosed on the customer’s original application for insurance.  We have already removed one of Mr. [redacted] brothers from the policy, since he is rated on another Elephant policy, and his driving history is already being accounted for in the premium cost for that policy.  Our Customer Service team has been in contact with Mr. [redacted] to advise of the documentation needed by our UW department in order to further consider the removal of his other brother, as he is not a rated driver on another Elephant policy.   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 1-877-21 TRUNK (1-877-[redacted]).     Sincerely,   Gina K[redacted]| Compliance Specialist Elephant Insurance Services, LLC  *  [redacted]  *   [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss Pearson. I have reviewed the policy and billing history for our policyholder. The 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 30th. The 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 payment. Elephant 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 fees. If the policyholder has additional questions, we recommend that she contact Elephant’s Customer Service department. 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-[redacted] (1-877-[redacted]-[redacted]). Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted].. I have reviewed the claim files for our policyholder. Mr. [redacted] filed a claim on January 6th, 2017 for damage to his [redacted] that was struck while it was parked and unoccupied. Our adjuster...

found coverage for this claim and advised Mr. [redacted] that he could approve a rental vehicle for 4 days for Mr. [redacted] or pay him the equivalent for 4 days of a rental vehicle. Mr. [redacted] agreed to accept payment for 4 days’ worth of rental in addition to payment for repairs. The check only needs supervisor approval before being issued. Mr. [redacted] also filed a claim with Elephant on January 15th, 2017 for running over debris from a tractor trailer in front of his vehicle on the highway. Our claims adjuster, an independent appraiser, and Mr. [redacted]’* shop of choice did not find the damages on his [redacted] to be consistent with running over debris. Instead, the damages appeared to be from normal usage of the vehicle, and Elephant’s insurance policy does not cover damage from the normal usage of the vehicle. 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-[redacted] (1-877-[redacted]). Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

July 6, 2016 Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimant, ([redacted]).  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 claimants. Elephant did experience system outages between 06/03/16 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 06/03/2016 and Elephant made a settlement offer on 06/17/16, this is a reasonable time frame.  Elephant did invite the [redacted] to provide documentation to refute our total loss offer.  The [redacted] 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 experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, CP Elephant Insurance Service

November 22, 2016 Revdex.com Case Number: [redacted]  Thank you notifying Elephant of the concerns of our policy holder (PH). Elephant made a settlement offer to the PH in a timely manner.  The claim was not handed off because Elephant dropped the ball; rather it was transferred to our total loss...

team.  Elephant does not have record of numerous requests to speak to a manager or supervisor.  The PH caused delay in Elephant issuing payment while considering the option to retain the salvage vehicle. Part of the total loss settlement process is Elephant and the PH agreeing to a valuation of the totaled vehicle.  Elephant sent a valuation report and settlement offer to the PH on 6/17/16.  This information was accompanied by instructions directing the PH to carefully review the options considered in establishing the value of the vehicle.  Unfortunately, the PH did not advise Elephant that options were missed in the valuation at that time.  When the missed options were pointed out, Elephant promptly issued a supplementary payment. Elephant strives to provide the best quality service to current and potential customers while adhering to all regulations in our operations.  Should you have questions or need additional assistance, please do not hesitate to contact me Sincerely, CP 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 service. Our customer loyalty team has attempted to reach out to Mr. [redacted] directly to address...

and reach a resolution. However, 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 concerns. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at ([redacted]. Sincerely, Gina K[redacted] Compliance State Manager Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss Fisher. I have reviewed the policy and billing history for our policyholder. Miss [redacted] policy was set to cancel on February 23rd, 2017 due to Miss [redacted] declining to submit necessary information for...

underwriting her policy. Elephant mailed notice of this cancellation to Miss [redacted] on February 3rd, 2017. As Miss [redacted] stated, a payment was not made on her due date of February 8th. Because Miss [redacted] was afforded coverage to February 23rd and the policy was still in-force, the system attempted to draft the regularly scheduled monthly payment of $[redacted], and when it was unable to do so, it levied a $[redacted] late fee on Miss [redacted] account. The system drafted the late payment on February 17th, 2017, on which day Miss [redacted] requested a refund. Miss [redacted] called in on the 23rd and asked why the refund amount was only $[redacted]. The agent advised her that the system issued a refund for $[redacted] because the other $[redacted] was owed to Elephant for providing insurance coverage to February 23rd and for the late fee due to nonpayment on the due date of February 8th. Miss [redacted] stated that she should at least be refunded the late fee. The agent advised that they would process the refund to Miss [redacted] and advised that the refund would arrive within 7-10 business days, but the transaction was not successfully processed in our system. Miss [redacted] called on March 8th, 2017 checking on the status of the refund because the refund still hadn’t arrived. Another agent checked the system and caught that the fee had not been reversed and reversed the fee while on the phone with Miss [redacted] in addition to rushing the refund request. The refund has cleared Elephant’s billing systems and has been issued. Elephant apologizes for any inconvenience to Miss [redacted] due to the delay in her refund. 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-[redacted] (1-877-[redacted]). Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The prevention of the charge back occurred on my account leaving me to pay another late fee when I was told by a young lady that it will not hit my account. I wasn't suppose to get a late fee but yet an agent told me that I was. I was given three different fees and now a late notice was sent to my house today for the amount of $[redacted]. I want the late fee that wasn't suppose to hit my account removed.  Also, I would like a copy of the agent that called my phone and left a voicemail because I did not get such a call or Voicemail from anyone from Elephant. 
Regards,
[redacted]

March 13th, 2018 Revdex.com Case Number: [redacted] Elephant Insurance Company (Elephant) received your letter dated March 7th, 2018 requesting documentation and explanation for the complaint filed by Jerome [redacted] regarding the balance owed following the customer-initiated cancellation of the above...

referenced policy. Elephant first spoke with Mr. [redacted] regarding his billing on 2/23/2018, when he called to find out why his upcoming bill was higher than expected. The agent explained that, in accordance with the “Payment FAQs” document included with the issuance of every policy, a $**.00 NSF fee applies once we have been unable to successfully draft a scheduled payment on the due date. As the funds for Mr. [redacted]’s January payment were not available for Elephant to draft until the day after the payment was due, a $**.00 NSF fee applied to Mr. [redacted]’s account. The agent attempted to explain further and present the option for Mr. [redacted] to permanently change his due date, but Mr. [redacted] disconnected the call before this offer could be made. The next day, on 2/24/2018, Mr. [redacted] called our loyalty department to cancel his policy, stating that his vehicle was no longer running. Mr. [redacted] also expressed that he did not feel that our fee schedule was properly communicated to him because he never received a hard-copy mail out, and the agent explained that Mr. [redacted]’s policy documents were sent to him via his e-mail address on file, based upon Mr. [redacted]’s election to receive our paperless discount. In an effort to help Mr. [redacted] avoid potential fees from the DMV, the agent notified Mr. [redacted] of the importance of keeping an active insurance policy for registered vehicles in Virginia, and offered to waive the $**.00 NSF fee under the condition that Mr. [redacted] would retain the Elephant policy for his vehicle. In addition, he offered to provide Mr. [redacted] a 10-day extension on his February payment and waive any fees applicable to that payment. Mr. [redacted] declined the loyalty agent’s offers and opted to continue with the cancellation of his policy, which the agent scheduled to take place 2/25/2018 at 12:01 AM. Because Mr. [redacted] did not accept the agent’s proposal, the $**.00 fee from the January payment still applied to the upcoming February draft—although the originally scheduled draft amount automatically updated to reflect the cancellation, a prorated premium balance was still owed in addition to the prior NSF fee. In accordance with our Payment FAQ’s, Elephant is authorized to charge the automatic payment method on file in an attempt to collect any remaining balance due after cancellation, and the balance may accrue further fees once the debt is transferred to a collections agency. Collections action has been avoided, as Mr. [redacted]’s debt to Elephant has been collected successfully and the balance is fully resolved; as such, no additional fees shall apply to Mr. [redacted]’s account, nor will any future Elephant drafts occur. 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 (877) [redacted]. Sincerely, Gina K[redacted] Compliance State Manager Elephant Insurance Services

Mr. L[redacted] called stated that before the investigation started on the vehicle Mr. [redacted] was given a loaner vehicle. Once the investigation began on the vehicle it was determined that Mr. [redacted] didn't have rental coverage so the rental was taken back. It was discovered that there was no damage to the vehicle but there was wear and tear. Wear and tear is not covered within the policy.

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the claims file for our policyholder. On January 26th, our total loss adjuster called Miss [redacted], left a voicemail, and e-mailed her that her vehicle was found to be a total loss....

Our adjuster informed Miss [redacted] that he would require the lender’s name & phone number, the loan number, and an original power of attorney signed by all persons on the title if Miss [redacted] elected to turn her total loss vehicle over to Elephant. On February 7th, Miss [redacted] called and said that she was concerned with how long it would take Elephant to tow away the total loss vehicle. The total loss adjuster sent a request to pick up the vehicle and told Miss [redacted] that Elephant requires a signed paper copy of the Power of Attorney form for her vehicle, in accordance with [redacted] state law. Since the form has a carbon copy, it cannot be faxed or e-mailed. Our adjuster offered to have an Elephant appraiser in [redacted] send the physical form to Miss [redacted] to expedite the process. The field appraiser mailed the document to Miss [redacted]. Miss [redacted] sent an e-mail on February 27th asking on the status of her claim. Our total loss adjuster informed Miss [redacted] that we still required a signed Power of Attorney form. The adjuster offered to mail the document again and also said that Miss [redacted] can pick it out at a local dealership. The adjuster stated that the document needed to be signed and mailed to the correct address, which he provided via e-mail. On March 15th, despite not having received the power of attorney form, which Elephant needs to process the claim, Elephant issued the payment for the vehicle to Miss [redacted]’s lienholder to help Miss [redacted]. If Miss [redacted] has specific questions regarding her claim, we recommend that she contact her total loss adjuster. Miss [redacted] can call into our Customer Service department to remove the total loss vehicle as of the date of loss. 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-[redacted]-[redacted]. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

July 7, 2016 [redacted] Revdex.com Case Number: [redacted] Thank you notifying Elephant of the concerns of this policyholder (PH). I have reviewed the call during which our adjuster discussed shops with the PH. The adjuster clearly states that the shop the PH chose is not a direct repair shop, but that...

the shop is certified.  Sincerely, CP Elephant Insurance Services

November 22nd, 2016 [redacted] Revdex.com Case Number: Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. On October 26th 2016 Mr. [redacted] called Elephant regarding his current payment. He advised Elephant that there had been...

fraudulent activity on his credit card account and he forgot to update the account. Our customer service agent updated the credit card on file and advised that there would be a non-sufficient funds (NSF) fee which would be applied to the next bill to which he did not question. On November 1st, Mr. [redacted] emailed Elephant to inquire about a notice he received regarding his next payment and why there was a late fee as he called in on the due date to make his payment; our email team sent his policy to one of our customer service supervisors for review. A few days later Mr. [redacted] called Elephant inquiring about his policy and we waived the NSF fee as it should not have been applied since he did indeed make his payment on the due date. Should Mr. [redacted] have any additional questions we encourage him to contact Elephant. 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 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Compliance Specialist Elephant Insurance Service

Dear Ms. *: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). EIC’s $** stop payment fee has been approved by the state and is disclosed to all policyholders via our payment frequently asked questions form, which attaches to each...

annual policy.  The payment FAQ’s also advised policyholders that EIC may charge their accounts to recover premium due at the time of cancellation.  The February payment that was drafted from our FPH’s account was premium due for coverage provided through the cancellation date of 1/16/18. 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 1-877-21 [redacted]). Sincerely, C* Elephant Insurance Services