Elephant Insurance Services

September 21, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear [redacted]
Thank you notifying Elephant of the concerns of our former policy holder (FPH). Elephant has not reported the claim that our FPH’s...

lienholder submitted as an at fault loss.  The claim was classified as fault unknown.  Elephant has verified that we reported the fault as unknown and we have provided our FPH with a letter of experience that she may give to her current insurance company.  We are unable to remove the record of the loss being reported to us, as it would violate our terms of service with our vendon. 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.
[Provide details of why you are not satisfied with this resolution.]
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 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 issue. I 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 individuals. I suggest this company starts caring about the consumer matters being that they are a small company! We keep you guys open! 
Regards,
[redacted]

Revdex.com:
Negative. Elephants response is inaccurate and dishonest. For 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 period. I tried to give the benefit of the doubt, but I literally tried seconds before writing this. They have since sent me forms to change which I have done. However they're still over-charging me this month for no reason. Their staff takes over a week to respond to any inquiry at all which is absurd business practice to begin with. In the odd event I do get ahold of their customer service, it's like taking to a wall. I get the run around every single time. And here we are weeks later and a simple problem has not been fixed. Hands down the shadiest business practices I have ever been subjected to. 
Regards,
[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 Mrs. [redacted]. On January 7th, Elephant mailed out via U.S. Post and emailed a nonrenewal notice effective for February 26th, 2016 to the address and email address on file indicating we needed underwriting information on Mrs. [redacted]’s son; when we did not hear back from Mrs. [redacted] prior to the due date the policy non-renewed. When Mr. [redacted] called in approximately two weeks later we advised that we could review the policy and see what we could do to reissue the policy; as we could not reinstate since the policy had lapsed for two weeks. We did reissue the policy in error as the system was keyed incorrectly; however no payment was debited and the policy was cancelled flat. Unfortunately, we cannot back date the renewal to prevent the lapse from occurring as the proper policy documents were sent and the policy was correctly handled. 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

[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 10408429, and find that this...

resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

February 10, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]   I have reviewed...

the policy and billing history for our prior policyholder. Elephant does not offer a grace period.  Insurance services are billed prior to coverage being provided.  [redacted] was sent a notice of cancellation for nonpayment of premium on 1/14/2015.  This notice advised that the policy would be cancelled effective 1/27/15 if payment in full was not received.  Because the cancellation notice was issued after the January payment invoiced on 1/6/2015, the January payment was included in the amount due.  [redacted]’s policy was cancelled in accordance with state law and proper notice was provided.  Elephant did reach out to [redacted] on 1/29/2015, to offer reinstatement of the policy if she paid the balance due.  [redacted] did not respond to our call and her coverage has lapsed. 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] Elephant Insurance Services

Whatever you do, DO NOT get involved with Elephant Auto Insurance. They are shady and take your money even without authorization. I called them because they added some [redacted] charge to my policy that they never made me aware of, and to this day none of them can explain why this charge ever occurred. Also, don't give them your debit card number. They will take money out at the wrong time, and the wrong amount of money. I am stopping business with them because their service is so horrible. They should absolutely be shut down because no insurance office would ever be run in that kind of chaos. My bank has a pending claim against them because they took money out at the wrong time, and today I got on speaker phone with the supervisor at [redacted] bank and Elephant Auto Insurance. I spoke to elephant and the girl literally put us on 15 minute hold times because she had no idea what was going on with my policy. The elephant rep kept us on the phone so long that the chase supervisor had to leave the line. I spoke to the girl and she said she would try to have the unauthorized debit removed, but there was NO guarantee. I said, "That's fine, my bank will dispute it with your company." I understand that I can't get angry at the elephant reps because obviously elephant doesn't train their employees or know how to run a business, but there have been times when I have gotten extremely angry with them and actually started crying due to frustration. After my trip out of town for two weeks, I am finding a new company. After reading about that other gentleman's experience, I am afraid they will hit me with some bogus bill for something else. I have asked them to send me the notes that their reps are supposedly taking, and they say that they, "Can't provide them." Well they can't provide them because they don't exist. Their reps don't keep notes, and because of that problem, none of their employees are on the same page. I am ready to be done with them. I would advise anyone to stay as far away from this company as possible. They will add charges to your statements that make no sense, and they're unable to give you an answer as to why that charge is showing up on your statement. I believe that they are a bunch of crooks and that this business will eventually shut down because of the poor way they are run, and their lack of customer ethics.

Revdex.com Case Number: [redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have reviewed the claim file for the claimant. After the incident on November 9th, 2016 was reported to Elephant, the adjuster confirmed liability...

and coverage and issued the first check for repairs for the claimant’s vehicle on November 23rd. Elephant received supplements for additional repairs from the claimant’s shop of choice on December 13th, 2016, January 17th, January 31st, February 7th, and on February 10th. The costs for rental do not factor into whether or not the vehicle is declared a total loss, and the vehicle still meets the criteria for being repairable and not a total loss. On June 21st, Elephant received a diminished value claim with a diminution of value report commissioned by the claimant. Elephant performed its own evaluation of diminished value based on the price of similar vehicles to the claimant’s that were for sale near the claimant’s location. Elephant has not refused the claimant’s diminished value claim, but instead, has made an offer based on our analysis. If the claimant is not satisfied with the repairs on his vehicle, we recommend that he contact his shop of choice. If he wishes to further discuss Elephant’s diminished value offer, we recommend that he speak with his adjuster. 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]

June 23, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond,...

VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former Policyholder (FPH). I have reviewed the policy and billing history for our FPH. Elephant requires all policies that are not paid annually or bi-annually to be enrolled in auto pay.  This is detailed in the Payment FAQ document that is provided with the policy, at the time of issuance.  Further, this document states that past-due balances may be collected from the on file payment method upon cancellation for non-payment of premium.  The FPH received an invoice on 5/18/15 and a notice of cancellation for non-payment of premium on 5/21/15.  Both of these documents detailed the balance due on the account.  The FPH also received an email on 6/8/15, which reminded her of the pending cancellation and outstanding balance.  Elephant was not advised that the card on file was not the FPH’s until 6/13/15, after the overdue balance was drafted.  Elephant would like to note that the 4 payments that were made on the account all used the same card.  Because the overdue amount was collected in accordance with our documented procedure, Elephant offered to refund the card on file upon receipt of payment via another method.  To date we have not received a replacement payment or follow up communication from the FPH. 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, [redacted] Product Compliance Specialist Elephant Insurance Services

December 1st, 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 Mrs. [redacted]. On August 18th, 2016 Mrs. [redacted] husband was involved in a multi vehicle accident. Initially he stated that he was not at fault and was attempting to pursue the claim through the claimant’s carrier; however through the course of our initial investigation it appeared that Mr. [redacted] was actually fully responsible for the incident. Once the analysis of the evidence was complete it was found that Mr. [redacted] and the owner of the other vehicle struck both contributed to the cause of loss at 50% each since both parties were said to be driving erratically and Mr. [redacted] appeared to cut off the other driver causing them to rear end him. Once Mr. [redacted] decided to pursue the claim through Elephant, we were in constant contact with him via email and phone. Lastly, after confirming the options and accessories of Mr. [redacted] an offer was made to him and his lienholder totaling [redacted]. [redacted] was made out to his credit union and [redacted] was made to both Mr. and Mrs. [redacted].
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 *. S[redacted] Compliance Specialist Elephant Insurance Services

April 11th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite...

300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. I have reviewed the claim file for the claimant and currently the claim is still under investigation. While we understand this is a stressful time for Ms. [redacted], we still have a duty to fully investigate the incident to determine liability and coverage prior to making any payments. On March 31st Ms. [redacted] called several times and we advised of the claims process and we also encouraged her while the claim was still under investigation to contact her own carrier so they could provide her with a rental vehicle. Ms. [redacted] stated while she wasn’t happy with the situation, she understood. 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

March 9, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. I have reviewed the policy and...

billing for Ms. [redacted]’s cancelled policy.   Ms. [redacted] purchased a policy effective 7/25/2012, and paid a down payment of $103.96 to bind coverage.  Ms. [redacted]’s first monthly payment was invoiced on 8/5/2012 and due on 8/25/2012.  Ms. [redacted] did not pay the invoice or call Elephant to cancel her policy.  On 8/27/2012, Elephant issued notice of cancellation for non payment of premium, effective 9/11/2012.  In the state of [redacted], we are required to give policyholders 15 days notice of our intent to cancel for nonpayment of premium.  When Ms. [redacted]’s policy cancelled on 9/11/2012, she owed Elephant $33.30 in earned premium for the coverage provided form 8/25/2012 through 9/11/2012.  On 9/27/2012, Elephant sent Ms. [redacted] a final invoice for $33.30, which advised that the amount would be turned over to collections if not paid.  As detailed in the letter, there is a $20 collections fee.  We are unable to remove this record from Ms. [redacted]’s credit, as it is a balance owed for services rendered.  To avoid owing Elephant for coverage provided after 8/25/2012, Ms. [redacted] would have only needed to contact us to properly cancel her 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 [redacted] Sincerely, [redacted] 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.
My wife has authorised me to deal this matter for her. 
My wife never received mail from the company at her adddress. I would love to see the proof that they have sent the mail. Nobody in this world would not react when they know the premium is going up. Technical incompetency is not a valid reason for premium increase. I cannot spend 1 hour every day with elephant insurance to figure out my insurance history. It is something that they have to do on their own. When I called them, the person told me that my wife has no prior insurance history. I spend more than 1 hour a day for two days and the previous company verified insurance for more than last two years. Now they want me to spend more time with them solving their incompetency. I have a job and can't run around this company to fix the issue. The customer service person accepted that they don't have technology in place. My question is, why do we have to suffer for their incompetency? We are happy to go to our previous carrier if they refund the money that they took without authorization.
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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Dear [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].  In her complaint, [redacted] states that she made all of her payments on time and her policy was wrongfully terminated.  Further, [redacted] states that she was...

advised that her payment was not actually past due.  Finally, [redacted] states thatshe cannot believe that her policy was cancelled without Elephant calling to explain why.   [redacted] did pay her 10/23/2013 through 10/23/2014 policy in full, on 11/22/2013.  [redacted]’ policy was renewed on08/29/2014, which generated renewal premium.  The first invoice for the renewal policy’s premium was sent on09/03/2014.  Subsequent invoices, also for the renewal policy, were issued on 10/03/2014 and 11/03/2014.  Additionally, [redacted] changed her address, effective 10/01/2014.  This change generated additional premium due,which was included in the invoices for her renewal policy.   [redacted] did not pay the first or second invoice and was issued a notice of cancellation for nonpayment of premium on11/06/2014.  This notice detailed that there was a payment of $193.11 due by 11/18/2014, and that the policy would becancelled if we did not receive payment in full.  [redacted] paid a portion of the past due amount on 10/17/2014 and thepolicy was cancelled effective 10/18/2014.   The 10/17/2014 payment of $156.63 was earned premium for the 10/01/2014 endorsement and coverage provided for10/23/14 through 11/18/2014.  [redacted]’ account is presently $32.45 past due.We strive to provide every policyholder with a positive customer service experience.  If we can be of any furtherassistance, please feel free to call us at [redacted].    Sincerely[redacted]

January 18th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite...

300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. I have reviewed the policy for our prior policyholder. Our Customer Service department has reached out to Ms. [redacted] to resolve the situation. Currently we are awaiting a return phone call to review her options so we can properly process her request and ensure she will not be in a lapse of coverage. 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 [redacted] Product Compliance Specialist 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 company has made no effort to rectify the situation. If 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 motorist. The 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 acceptable. The guidelines were unclear and the facts are being twisted only to benefit the company's best interest. I would have never files as collision had I known this would be the outcome. For the record, I was also asked by Elephant to start my claim in May 2015 as a collision claim (even though I was clearly not in the vehicle and the occurrence was caught on tape), paid a $500 deductible, and had to wait for to to be changed to uninsured motorist even though I provided evidence from the very beginning. I was never notified of the change in status had to call and ask about that claim and nor ever refunded my $250 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 actions. The company is simply taking advantage of its customers and falsely processing claims.
Regards,
[redacted]

Dear [redacted]
I am writing to provide additional information to my 11/14/2014 response, to the referenced complaint.  
[redacted] called Elephant around 6 P.M. on Friday November 14, 2014.  A customer service representative explained
that we had corrected the billing on the account and detailed present and future amounts due.  [redacted] paid the
past due amount and stopped the pending policy cancellation.   
At this time we believe that we have resolve [redacted] concerns.  Please advise if this is not the case.  Thank you for
your time.
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]

November
13, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of our former policyholder...

(FPH). Our FPH had multiple terms on the same policy, due to a policyholder requested
cancellations and rewrites.  Our policy
notes detail several attempts to explain the billing and amounts due to the
FPH. The FPH cancelled prior to the expiration of her first policy term, while owing
payment for adding a vehicle and a driver.  Payment for these changes was billed but not paid.  When the FPH called to rewrite the policy, we
advised that payment was still due from the canceled policy term.  The FPH made the required payment and started
a new policy term.  The FPH subsequently charged back the payment made to restart the policy, which
is why we drafted a payment after cancellation of the policy.  This procedure is in accordance with our
established procedure and is communicated to policyholders with their issued
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 [redacted] Sincerely, **
[redacted]