Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the policy. The reason why the policyholder was asked to remove the vehicle is because of a lack of insurable interest (ownership) in the vehicle. The vehicle in question belonged to...

someone who lived with the policyholder, but was not related to them. Information on the owner of the vehicle was not submitted in the online quote. The lienholder of the vehicle contacted Elephant on September 21st to verify that the vehicle had comprehensive and collision coverages. While on the call, the lienholder disclosed that the owner of the vehicle was not the policyholder. A letter was mailed to the policyholder on September 29th saying that if proof of insurable interest (ownership) of the vehicle was not provided or  by October 19th, 2017 12:01 A.M., then the policy would cancel. The vehicle was removed on October 4th, and the policy is in-force.   Elephant notified the insured as soon as we became aware that it did not meet our underwriting guidelines. A time period was provided for the policyholder to address the issue, and the issue was addressed. If the insured driver has additional questions, we recommend that he contact our 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 ([redacted]-[redacted]. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

October 27th, 2016 [redacted] Revdex.com Case Number: Dear Ms. [redacted]:           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. On September 3rd, 2016 Ms. [redacted] and her sister were involved in an...

automobile accident. Her sister being the driver of the [redacted] was deemed to be at fault in the accident and after further review of the claim, the vehicle was found to be a total loss. Once our investigation was complete, we paid a total of $[redacted].00; $[redacted].** to her lienholder to pay off the loan and the remaining $[redacted].** directly to Ms. [redacted]. With regards to Ms. [redacted]’s mothers personal injury claim, should she still have questions I would urge her to contact the injury specialist assigned to her claim. 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

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. 
I don't agree with the response because they never advised me that optinh out of outo draft was not an option. I specifically told the rep that I wanted to cancel the auto draft because I had not budgeted for that ammount and did not have sufficient funds in that account and wanted to make sure they would not auto draft that account to avoid any other fees fir me. I asked the rep a few times to confirm and she assured me that she was putting a stop to the auto draft. I have filed a police report against this company for drafting my account without my authorization because what they did was fraud I did not authorized them to auto Draft my account I had asked them to put a stop on it and they filed to do so.
Thank you for your assistance,
[redacted]
 
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Dear [redacted]Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of[redacted] purchased his policy on 10/17/2014 for an effective date of 10/17/2014.  [redacted] cancelledthe policy effective 10/28/2014.[redacted] was...

advised that he would receive a refund within 7 to 10 business days.  [redacted] followedup with Elephant on 11/18/2014, when he had not received his refund.  Our records indicate that therefund was credited to [redacted]’s credit card on 10/21/2014.We regret the delay in processing g the refund and apologize for any inconvenience to [redacted].  Ourbilling system was updated in late October and early November and some refunds were delayed.   We strive to provide every policyholder with a positive customer service experience.  If we can be of anyfurther assistance, please feel free to call us at [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 below.I'm not happy they...

should have told me it was a third party and they did not I'm asking for a complete refund of my money I paid for my insurance and I want the adjuster fired for her rude comments  I don't deserve to be treated like I'm trash cause I don't drive the best vehicle around I never was informed it was a 3rd party it was very unprofessional what he did opening my doors what's the doors got to do with break line and him sleeping in his car for at least 10 min also texting on the phone when he supposed to be doing his job I'm asking for a complete refund and elephant to be fined for not going by contract to me that breach of contractAlso I have not completed the work yet on truck had to wait for parts they cut my rental short I haven't even used my rental agreement up I told the adjuster I was not finished she act like she did not care I'm having to pay out of my own pocket which is not right when I haven't even used my rental benefits up yet I'm asking them to keep paying my rental till I'm finishedIt's hard to get parts now for [redacted] now I can't help a board went under truck and messed break line up I also had to pay out of pocket like it was not my fault thanks to there 3rd party it's not my fault they have not expanded there business yet why should I be held responsible for there poor business decisions
Regards,
[redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have reviewed the claim file for our policyholder. The policyholder’s vehicle was initially found to be repairable. Elephant received an estimate on the cost of repairs on February 27th, reviewed and...

approved the estimate, and issued a check for repairs on March 1st. The policyholder then called on March 29th to advise that the remote start feature was not working. The policyholder stated that she wanted to go to her dealership to get a diagnostic test done, and the adjuster requested that the policyholder send Elephant a supplemental estimate on the cost of additional repairs.Elephant received the supplemental estimate on May 22nd, and the cost of the additional repairs qualified the vehicle as a total loss. The total loss adjuster reached out to the policyholder on June 6th and on June 8th to discuss the total loss process, but the adjuster received no response. Between May 26th and June 13th, Elephant was also contacting the body shop to determine the costs from the initial repair could be recovered and if the repairs had been completed. The shop advised that they had completed the work, and Elephant needed to contact the policyholder to confirm that the work had been completed.Upon reaching the policyholder on June 13th, Elephant was able to confirm that repairs on the vehicle from March 1st had been completed. With this information, the total loss adjuster determined that it would be best to settle the claim as is. The calls made by the adjuster were all made to obtain information necessary to process the claim. The claim was closed on June 13th, and the adjuster currently does not need to further contact the policyholder. 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]-[redacted]. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

August 2, 2016 Revdex.com Case Number: [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimant. Elephant uses a third party vendor to secure the reports that law enforcement officers write regarding accidents.  This means that the...

reports are not available to us for 30 days. Frequently we are provided with copies of these reports sooner by insureds or claimants.  The individuals involved in the accident are able to secure these reports much more quickly. It is our practice to pay for the involved individuals to secure the reports. In this case the metro report was available via our vendor on 07/29/16. Elephant cleared coverage and authorized repairs on the day that we received the metro report.  We issued payment for the repairs on 08/02/16. 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, ** Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the policy for our policyholder. The policyholder signed up to create her policy online. In order to create a policy, the policyholder had to confirm that Elephant “may debit your...

card at a later date [than the due date] to recover amounts past or currently due.” The policyholder’s account was on autodraft for the monthly premium, and the May 6th payment was unable to be processed. On May 9th, a notice was mailed to the policyholder stating that if a payment for $[redacted] were not made by May 22nd, the policy would cancel. Elephant received no payment and our records show no calls from the number listed in our systems for the policyholder. On May 22nd the policy cancelled, and an e-mail was sent to the e-mail address listed on the policy that the policy cancelled. On June 6th, a letter was mailed to the policyholder advising that she owed Elephant $[redacted] for coverage that was extended beyond the payments that Elephant received, and that if payment were not received by June 20th, the account would be sent to a collections agency. Our records show no contact from the policyholder. The billing system attempted to draft the remaining funds owed to Elephant and was able to obtain the funds on June 15th. Elephant had obtained consent when the policyholder purchased the policy, and Elephant notified the policyholder of the amount that was due to Elephant prior to the draft occurring. If the policyholder has more specific questions or would like to reactivate her Elephant policy, 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]-[redacted]. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

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.
In Elephants response, they verified the customer service supervisor, as did 100% of every Elephant employee I spoke to on the phone, told me prior to each renewal, a Motor Vehicle Record (MVR) was obtained from [redacted], each stating my license was suspended.  I called Elephant today, to try to obtain a copy of those three MVR (renewal 2014, 2015, 2016).  No matter who I spoke to, no one was allowed to share those records, or had access to them.  I had left messages for Mr. L[redacted], but was hoping any rep. could share those MVR reports.  Finally, after several requests for MVR's, Mr. L[redacted] appeared on the phone.  He said Elephant could not provide a copy of the MVR, as they NEVER requested a MVR.  EVER. Not for any of my three renewals.  WOW!!Mr. L[redacted] admitted, after listening to all my phone  call recordings, that EVERY employee misled me.  They all said [redacted] reported my license suspended, and I need to deal with [redacted], NOT Elephant, that [redacted] made the mistake.  Mr. L[redacted] admitted on a recorded line, that EVERY Elephant rep. I spoke to was incorrect in their actions, and again, no MVR was EVER requested.  Keep in mind....the manager of Customer Service Supervisors, Elizabeth, who oversees all of customer service and their supervisors, repeatedly told me this was a [redacted] mistake, as they had reports from [redacted] pulled prior to every renewal, showing suspended.  That was 100% lies.Please keep in mind, nothing on my part has changed in over three years, except I added two vehicles recently purchased.  ZERO tickets, accidents, claims, suspensions, miles driven / year, location of residence, location of vehicles, drivers (I am single, so ZERO other drivers, zero kids, etc).  The only change was that Elephant noted my account as suspended license based on their MVR request, which now they admit they don't pull.  So my status with Elephant changes from suspended (never suspended w/ [redacted]) to valid, and they can save me $** EVERY month?  They claim it is based on the long length I have owned  my vehicles.  Two of the three I recently purchased, one last year, the other 2 years ago.  That makes ZERO sense.Mr. L[redacted] admitted they made horrible mistakes at every turn, never requested a MVR, and in fact, Elephant just recently (recent months he shared) became able to run MVR.  Prior, they were not able to run them as they claim FOR ANYONE prior to renewal.  He also claimed they are retraining all employees due to my case, so this doesn't happen again.I don't care about Elephants retraining.  I only care about my horrible C.S. experience, being hung up on EVERY call, and my increased premium for 36 months.  Why should I pay for THEIR mistake?  I still demand the difference in premiums.There is no regaining my lost time, but I would like to reclaim my wasted money.
Regards,
[redacted]

I signed up with these people for car insurance for multiple vehicles they took a big deposit seven days later I have a clean driving record they called said they had to cancel me for I don't remember what. And then they turned me in to DMV for not having insurance cuz they cancelled me. What they didn't know I still had [redacted] insurance on the same vehicles so when they reported me to DMV for not having insurance I had double coverage all there talk about low rates and customer service is a joke I would not recommend thematic all

Dear [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] purchased his policy on 07/04/2014 for an effective date of 07/09/2014.  Elephant’s underwriting department
verified prior insurance...

on 08/14/2014.  ISO showed a lapse in coverage from 01/09/2014 to 07/09/2014.  Elephant
send an adverse underwriting warning, also on 08/14/2014, which advised that we had found a lapse in prior and would
amend the policy if we did not hear from [redacted] by 08/29/2014.  [redacted] did not respond to this letter and the
policy was amended on 09/02/2014.  Elephant send an adverse underwriting decision notice to [redacted], also on
09/02/2014, advising that the policy had been amended.
[redacted] did not contact Elephant until his 10/09/2014 payment failed.  The 10/09/2014 payment of $167 was invoiced
to [redacted] on 09/19/2014.  This invoice was for the regular monthly payment of $116.15 and for the down payment
due to the 09/02/2014 underwriting amendment.
On 10/10/2014 an agent took a payment of $116.15 from [redacted].  On 10/13/2014 [redacted] participated in a 3 way
call with his prior insurer, to verify coverage for 01/09/2014 to 07/09/2014.  A service agent did tell [redacted] that he
would not be responsible for the past due amount of $50.85.  The agent was wrong and does not have the authority to
amend invoiced payments.  Unfortunately, the agent did not follow up on the matter and the past due amount of $50.85
was collected with the 11/09/2014 payment.
Elephant is not able to modify payments after they are invoiced.  Had [redacted] responded to our 8/14 or 09/02
correspondence in a timely manner, the policy would not have been amended and the additional premium would not
have invoiced.  The amendment has been reversed, per the 10/13/2014 call.  Future month’s payments will be $108.89,
because we did collect $50.85 towards the reversed amendment.   
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,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 12333079, 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]
I will close the case and cancel my service shortly

Good morning, We had...

a customer bought an automobile from us. My company agreed to assist her with the down payment on a credit card. We did get reimbursed. This was a 1 time charge, period. Now because Elephant cant contact their customer they charged the monthy payment to my card in my company name. At no point did I sign , or anyone in my company sign or acknowledge an auto pay agreement. So I want my payment back and I want to know the name or names of the Elephant representative that authorized my card to be used cause I consider that theft and I will press charges. Now I was informed by Elephant that the policy has been canceled because of a license issue. Well ok, how do you charge for a policy that is not in effect anyway?

Dear [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]    
Elephant also received this complaint directly from the policyholder.  Our customer service department
has worked with [redacted]...

[redacted] to resolve the billing concerns detailed in her letter to the Revdex.com.   
The billing for the [redacted] account is and was correct.  The amounts showing due on the documents
they received varied because the account is past due and the overdue balance was carried forward.  As a
courtesy, Elephant has waived all late and overdraft fees.   
Please be advised that a customer service representative spoke with [redacted] on November 6, 2014.  
[redacted] paid the overdue balance and the account is in good standing.
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,  
[redacted]

May 24th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite...

300 Richmond, VA 23236 Revdex.com Case Number: Dear Ms. [redacted]:          Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. On December 19th, 2015 Ms. [redacted] was involved in an accident and her 2003 Mercedes was deemed a total loss. Elephant made two offers for compensation; one if she chose not to keep her vehicle and turned the title over to us and one where she kept the vehicle. In the instance when policyholders and claimants keep the total loss vehicle, insurance companies deduct a certain amount for “salvage.” Essentially this means the amount an insurance company can recoup for selling the vehicle through a vendor. The vendor Elephant uses is called Copart. It is an award winning international salvage vehicle auction company that has been in business for over 30 years and is known industry wide. They are consistent, accurate and dependable so we are confident in the averages they provide. In Ms. [redacted]’s case, Elephant increased the payout value to reflect a deduction of only $900 for “salvage” which was significantly less than Copart recommended; this is the lowest deduction we will offer. If Ms. [redacted] has any further questions, I urge her to contact the claim adjuster that has been working with her.
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] Product Compliance Specialist Elephant Insurance Services

September 20th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: Dear [redacted]           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns...

of Mrs. [redacted]. On September 6th, 2016 Mrs. [redacted]’s automobile policy cancelled for non-payment resulting in a past due amount owed for services rendered of $66.47. On September 8th, 2016 Elephant drafted the amount from the account on file. Per our payment FAQs under the heading of “What if my policy cancels for nonpayment?” we explain that if the policy has a past due balance we may elect to charge the method of automatic payment at a later date. In this case, this is what we did as the monies were owed to Elephant for services rendered. We sent notice of the past due amount on September 1st; this coupled with the credit due back on the account for the actual cancellation resulted in an amount owed of $66.47. Elephant will not be refunding Mrs. [redacted] as the monies were owed for prior coverage provided. 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, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Dear Ms. [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
Ms. [redacted] purchased a policy with Elephant on 08/12/2014. In her complaint she states that she did not set up her account for auto pay, and was not told that she needed to. Ms. [redacted] also states that she missed her 09/12/2014 payment and received a notice of cancellation, effective 10/08/2014. Ms. [redacted] further complains that Elephant's customer service department was untruthful in detailing unsuccessful payment drafts from her on file account and in advising that all accounts are required to be on automatic payments. Finally, Ms. [redacted] states that her online customer portal was updated as a result of her 10/02/2014 call. 
I have reviewed the sales call from 08/12/2014. Ms. [redacted] was transferred to an Elephant sales agent from a lead aggregator, at 12:49 P.M. At approximately thrity minutes into the call, the agend oes explain the automatic payment arrangement and advises that the monthly installment will be debited on the 12th of each month. Ms. [redacted] stated that she agreed to this process.
Ms. [redacted] also mentions Elephant's billing FAQ's in her complaint. Because our online payment FAQ's state in part "if your account is set up for auto pay" Ms. [redacted] believes that Elephant has been untruthful in telling her that we require policyholders to sign up for automatic payments. The FAQ's are written this way because we do not require policyholders who pay their premiums in one annual installment to keep a payment method on file. All policies that pay via monthly installment are required to be set up for automatic payments. 
Regarding Ms. [redacted]'s accusation that we updated he customer portal the same day and as a result of her 10/14/2014 call, we did not and could not change the online interface the same day. The customer portal can be changed by our information technology department writing new code or by actual changes to the policy. We did not update the customer portal on 10/02/2014 and Ms. [redacted] did not change her policy. Coding updates must be pushed in an IT build, which would occur after business hours. Policy changes are reflected in the portal as up 12:01 AM the day after they are made. 
Elephant has removed Ms. [redacted]'s on file payment method pending resolution of this complaint. We regret the confusion that occurred in this matter.
We strive to provide every policyholder with a positive customers ervice experience. If we can be of any further assistance, please feel free to call us at [redacted]). 
Sincerely,
[redacted]

Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss Nelson. I have reviewed the policy and billing history for our policyholder. The policyholder e-mailed Elephant on [redacted] to ask when her refund from her cancelled policy would...

arrive. The agent e-mailed the policyholder back on the same day and stated that the refund would be issued within ** * business days, i.e. between [redacted] and [redacted]. Elephant issued a refund to the last card used on the policyholder’s account on [redacted]. Since banks can sometimes take a day or two to post refunds, Elephant recommends that the customer contact her bank to inquire on the status of the refund and to check the account tied to her last payment to 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 [redacted]. Sincerely, [redacted]
[redacted]
[redacted]

November 28, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. *: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). This loss occurred on 08/28/16...

and a settlement offer was made on 09/16/16. Elephant’s file reflects that we requested the vehicle’s title and a letter of guaranty on: 09/16/16, 09/22/16, 09/28/16, 09/30/16, 10/06/16, 10/10/16 and 10/13/16.  Elephant received the documents on 10/17/16 and issued payment on the same day.  We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, CP 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.
As reported, my vehicle was not operable during the weekend that I moved back to **, 11/11/2016. Once it was operable again on Dec 1st 2016, I obtained insurance through [redacted]. Elephant cannot  sell insurance in **, so I went with another company. Resolution is to refund my money, [redacted].
Regards,
[redacted]