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.In Aug 2015 due to a layoff, my husband and I fell behind on our bills which forced us to have no car insurance.  In Feb 2016 ,my grandmother became aware of our situation. I have never heard of Elephant Insurance before. Without my consent, my grandmother ordered Elephant Insurance for my husband and I online with her card. She then called us and let us know that she took care of it, and that we were now insured and in order to help us she was going to pay for our car insurance for us because she did not feel comfortable with us driving around uninsured. We immediately told her to cancel it because we didn’t want that kind of responsibility of anyone having to pay for us.  My grandmother insisted that it was to late to cancel. We let her know that we were not responsible for any payments because of our situation. I had no interaction with Elephant Insurance of any kind except they began to send me confirmation emails every month as my grandmother paid the bill. As of July, my grandmother complained that she was tired of making payments on our car insurance, so my mother agreed to take over the payments. On July 29,2016  my mom made a payment and I received a confirmation email. To our surprise they emailed me 2 weeks later ( August 12, 2016) that if I don't update my credit or debit card payment there will be fees  which did not make sense because my mom had just made a payment for August. I did not want any bills or fees to affect my record so I called Elephant Insurance immediately to find out what was going on . I spoke to various representatives the entire day, it turns out that after paying my car insurance for 5 entire months, my grandmother wanted her money back. After she argued with Elephant Insurance, they refunded her 3 months of her money back. I was told that I now have an outstanding balance of $416.05 and if it wasn’t paid in 5 days (August 17,2016) they threatened me that it will go on my credit report. I was also yelled at by one of the representatives that I should have been grateful for my grandmother helping me and now I have to deal with it on my own. My mother and I also spoke to a supervisor to see if we can pay $130 upfront and pay the remainder of the balance in payments, unfortunately they said we couldn’t and had 5 days to pay the full amount before they would cancel the policy. I requested that they send me a balance via email, to show proof of what I owe because up until this point I have only been receiving confirmation emails.I was unaware of any problems with the account.    In my defense, I have never had access to my grandmothers credit or debit cards, so there is no way that I can place any orders using her billing information. I never signed any paperwork with Elephant Insurance nor did they ever call me because they never had my phone number. My grandmother placed that order on her own. Elephant liability insurance is to high on their pricing I would have never agreed to choosing them. I now have Allstate and paying $56. Elephant insurance makes me feel like no one can be trusted and I am very disappointed in their response to my inquiry.
Regards,
[redacted]

Dear Mr. [redacted]:   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 (1-877-218-7865).     Sincerely,   Gina K[redacted]| Compliance Specialist Elephant Insurance Services, LLC  *  [redacted]  *   [redacted]

March 22, 2016 Ms. S Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you notifying Elephant of the concerns of this policyholder (PH). This policy was cancelled for lack of underwriting information. ...

Elephant’s policy notes show that the PH provided the required information ant that the policy was reinstated without a lapse on 03/14/2016.  Sincerely, CP Elephant Insurance Services

Revdex.com Case Number: [redacted]
Dear [redacted]:
Thank you for notifying
Elephant Auto Insurance (Elephant) regarding this customers concerns.
On October 28, 2013, Elephant
Insurance was notified of a claim involving our insured, [redacted]. During
the course of our investigation, Elephant became aware that [redacted]’s
residence on his policy (as provided during his application for insurance) was
a [redacted] A review of the call where [redacted] bound his policy
revealed that he gave his physical address as [redacted]; this also the address given that [redacted]’s vehicle was garaged at.
Elephant insurance used this address to calculate his premium for automobile
insurance.
Our investigation linked the insured
to the physical address of [redacted]. Further investigation found that the insured vehicle was registered
to this same address address. It was noted that the vehicle was registered at
the [redacted] address 3 weeks prior to binding the policy and that at no time
during his application for insurance did [redacted] mention being homeless.
After the information was
recovered showing the vehicle garaged in 21244 zip code Elephant contacted [redacted] and asked for clarification about the garaging address of the vehicle.
[redacted] continued to maintain that his residence was [redacted], which is clearly a U.S. Post Office. [redacted] has not
provided any evidence that he resides at any other address other than [redacted]
Elephant determined that the
difference in premium charged was an increase of 25.1% based on [redacted]s
address on [redacted]. Elephant Insurance considered
[redacted]’s representation of his residence as a U.S. Post Office at the time
of his application for insurance to be a misrepresentation materially affecting
his premiums. Elephant Insurance has decided to deny coverage to [redacted]
based on his false statements when applying for insurance. Per [redacted]’s
policy:
GENERAL PROVISIONS
APPLICABLE TO ALL COVERAGE
A. To determine your eligibility
for coverage under this policy and to determine your premium, we relied
upon the statements and representations you provided to us.
B. We may: 1. Cancel or
nonrenew this policy; and
2. Deny coverage for an accident
or loss;
if you or any insured
person:
1. When applying for this
policy: (a) Made incorrect or false statements or representations to us with
regard to any material fact or circumstance;
(b) Concealed or misrepresented
any material fact or circumstance; or
(c) Engaged in fraudulent
conduct.
This
provision does not waive of our right to seek judicial rescission of the
policy and a declaration that this policy, or any part of this policy, is void
from its inception.
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]

February 5th, 2016 Emilee [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 searched through...

our databases with the information provided by Ms. [redacted] provided; however cannot find a claim or policy with Elephant. If she can provide a claim or policy number to reference, I will be happy to look into the matter for 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 [redacted] Product Compliance Specialist Elephant Insurance Services

Dear Ms. [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have reviewed the claim file for the claimant. With respect to the damages at the front of the claimant’s vehicle, both the claimant and Elephant’s insured advised that the...

insured rear-ended the claimant’s vehicle, and the claimant’s vehicle did not hit anything in the front. The body shop chosen by the claimant advised that there was nothing to indicate damage to the sides or damage to the front of the vehicle was related to the rear-end impact. Both the independent appraiser, who is not an Elephant employee, and Elephant’s property damage desk review team concurred that the damage was not related to the rear-end collision. Based on these agreeing opinions, Elephant found that the damages are not related to the accident, and thus Elephant is not liable for repairing those damages. We also reviewed contact history with the claimant, and the adjuster responded to the claimant within a reasonable timeframe. If the claimant has additional questions or would like to discuss the claim in-depth, we recommend that the claimant contact their claims 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 (877) 218-7865. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

December 13th, 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]. On August 12th Ms....

[redacted] purchased an automobile insurance policy with Elephant and set up her payment information on file for automatic drafts. When the draft attempted on November 13th, 2016 for the previous month’s service the payment was declined. We sent several reminders but no payments were made to the policy. On November 28th, 2016 Ms. [redacted] policy cancelled for nonpayment and when we attempted to draft monies owed for services rendered from October 13th, 2016 through November 28th, 2016 the payment went through. Ms. [redacted] did not advise that she moved out of state until she called us on December 1st to inquire about the draft from her bank account. At this time we also advised that the money owed on the account was for coverage already provided. If Ms. [redacted] is able to provide proof of replacement coverage we will be happy to consider back dating the cancellation to the day she obtained the new 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 *. S[redacted] Compliance Specialist Elephant Insurance Services

Dear [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder [redacted].  .
Elephant’s policy provisions allow us the option to use replacement parts that are of like kind and
quality.  [redacted]...

[redacted] vehicle was more than 12 months old and had more than 12,000 odometer miles
at the time of loss, which qualifies it for installation of LKQ parts.   
The following chronology is taken from Elephant’s claim notes:
10/02/2014
? Date of loss
10/03/2014  
? Insured reported loss  
? Adjuster sent assignment to Direct Repair Shop to begin repair process & set up rental for insured
due to vehicle being non-drivable  
10/07/2014  
? Insured called and advised he no longer wanted to use [redacted] because he wanted all[redacted]
parts to be used on his vehicle. Insured advised he moved vehicle to [redacted].  
? Adjuster advised insured due to IV being more than 12 months old & having over 12,000 LKQ or
reconditioned parts would be used  
10/10/2014  
? Innovation approved initial estimate $4398.34 LESS $500
deductible = $3898.34  
? Insured wanted the [redacted] estimate reviewed  
10/21/2014  
? Sent independent appraiser to [redacted] to re-inspect vehicle
due to initial estimate and [redacted]’s
estimate difference ([redacted]’s estimate = $10,330.81 LESS $500
deductible = $9830.81)  
10/23/2014  
Sent [redacted] a copy of the approved estimate  
? Insured spoke with a supervisor regarding proceeding with
repairs  
? Insured advised he wanted all [redacted] parts  
? Supervisor advsd insured [redacted] parts could be used pending
he pay the difference of the LKQ & OEM
parts  
? Insured did not wish to pay for the difference and would
not authorize repairs unless Elephant
agreed to pay 100% for [redacted] parts  
? Supervisor advsd insured we would pay LKQ price.
Supervisor also advsd insured if he was not going
to proceed with repairs we would need to end the rental.
Offered to allow insured to keep the
rental for an additional 24 hours.  
? Insured and insured’s attorney requested a denial letter
stating Elephant was denying the claim  
? Supervisor advsd Elephant was not denying the claim. Advsd
we would cover the loss as a collision
loss with a $500 deductible and pay for the price of LKQ or
aftermarket parts  
? advsd again of option to proceed w/ [redacted] parts and insured
pay the difference - insured said he was
denying that request  
10/24/2014  
? Insured spoke with [redacted]
regarding his request for [redacted] parts  
? CM advsd insured we would work off of the approved
estimate and not the request for all OEM
parts  
? CM explained the appraisal clause to insured and insured’s
attorney, the attorney wanted to take
that option  
10/28/2014  
? Insured called with name of independent
appraiser  
10/29/2014  
? [redacted] confirmed receipt of independent
estimate. [redacted] insured’s attorney IV was
a prior total loss and due to this we would hold off on
sending out an IA until TL figures were
complete  
10/30/2014  
? Confirmed vehicle would be deemed TL  
? CM ok’d rental to be extended 3 addtl days and to
reimburse ni for the fee paid to the independent
appraiser he hired  
? Total Loss adjuster spoke with insured and went over the
total loss process and settlement  
? Set rental for last day of 11/3/14  
? Insured called TL adjuster back and advsd he did not agree
with the TL settlement  
? TL adjuster advsd we would accept any information insured
would like to send showing the value
should be greater  
11/03/2014  
? Insured left voicemail for TL adjuster advising he had an
independent appraiser coming out to
appraise his vehicle to determine the value Please note
that the rental reimbursement that Elephant has provided through 11/03/2014 is
in excess
of [redacted] policy limits for the coverage.   We
authorized additional days of coverage to allow our
insured the opportunity to have his vehicle inspected
independently.   
Elephant strives to provide the best quality service to
current and potential customers while adhering to
all regulations of the [redacted] Department of Insurance in our
operations.
Should you have questions or need additional assistance,
please do not hesitate to contact me at [redacted] extension[redacted].
Sincerely
[redacted]

I've had Elephant vehicle coverage for the past 3 years, haven't had any issues at all, really like them as an insurance company actually, I'll probably stay with them for a long time. The only complaint I'd have is when you call them sometimes you're on hold for a long time while waiting to change or update your coverage, and their website doesn't allow you update or change your coverage so you have to call them.

Dear [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder [redacted].  .
Elephant’s policy provisions allow us the option to use replacement parts that are of like kind...

and
quality.  [redacted] vehicle was more than 12 months old and had more than 12,000 odometer miles
at the time of loss, which qualifies it for installation of LKQ parts.   
The following chronology is taken from Elephant’s claim notes:
10/02/2014
? Date of loss
10/03/2014  
? Insured reported loss  
? Adjuster sent assignment to Direct Repair Shop to begin repair process & set up rental for insured
due to vehicle being non-drivable  
10/07/2014  
? Insured called and advised he no longer wanted to use [redacted] because he wanted all[redacted]
parts to be used on his vehicle. Insured advised he moved vehicle to [redacted].  
? Adjuster advised insured due to IV being more than 12 months old & having over 12,000 LKQ or
reconditioned parts would be used  
10/10/2014  
? Innovation approved initial estimate $4398.34 LESS $500
deductible = $3898.34  
? Insured wanted the [redacted] estimate reviewed  
10/21/2014  
? Sent independent appraiser to [redacted] to re-inspect vehicle
due to initial estimate and [redacted]’s
estimate difference ([redacted]’s estimate = $10,330.81 LESS $500
deductible = $9830.81)  
10/23/2014  
Sent [redacted] a copy of the approved estimate  
? Insured spoke with a supervisor regarding proceeding with
repairs  
? Insured advised he wanted all [redacted] parts  
? Supervisor advsd insured [redacted] parts could be used pending
he pay the difference of the LKQ & OEM
parts  
? Insured did not wish to pay for the difference and would
not authorize repairs unless Elephant
agreed to pay 100% for [redacted] parts  
? Supervisor advsd insured we would pay LKQ price.
Supervisor also advsd insured if he was not going
to proceed with repairs we would need to end the rental.
Offered to allow insured to keep the
rental for an additional 24 hours.  
? Insured and insured’s attorney requested a denial letter
stating Elephant was denying the claim  
? Supervisor advsd Elephant was not denying the claim. Advsd
we would cover the loss as a collision
loss with a $500 deductible and pay for the price of LKQ or
aftermarket parts  
? advsd again of option to proceed w/ [redacted] parts and insured
pay the difference - insured said he was
denying that request  
10/24/2014  
? Insured spoke with [redacted]
regarding his request for [redacted] parts  
? CM advsd insured we would work off of the approved
estimate and not the request for all OEM
parts  
? CM explained the appraisal clause to insured and insured’s
attorney, the attorney wanted to take
that option  
10/28/2014  
? Insured called with name of independent
appraiser  
10/29/2014  
? [redacted] confirmed receipt of independent
estimate. [redacted] insured’s attorney IV was
a prior total loss and due to this we would hold off on
sending out an IA until TL figures were
complete  
10/30/2014  
? Confirmed vehicle would be deemed TL  
? CM ok’d rental to be extended 3 addtl days and to
reimburse ni for the fee paid to the independent
appraiser he hired  
? Total Loss adjuster spoke with insured and went over the
total loss process and settlement  
? Set rental for last day of 11/3/14  
? Insured called TL adjuster back and advsd he did not agree
with the TL settlement  
? TL adjuster advsd we would accept any information insured
would like to send showing the value
should be greater  
11/03/2014  
? Insured left voicemail for TL adjuster advising he had an
independent appraiser coming out to
appraise his vehicle to determine the value Please note
that the rental reimbursement that Elephant has provided through 11/03/2014 is
in excess
of [redacted] policy limits for the coverage.   We
authorized additional days of coverage to allow our
insured the opportunity to have his vehicle inspected
independently.   
Elephant strives to provide the best quality service to
current and potential customers while adhering to
all regulations of the [redacted] Department of Insurance in our
operations.
Should you have questions or need additional assistance,
please do not hesitate to contact me at [redacted] [redacted] extension[redacted].
Sincerely
[redacted]

February 22nd, 2016 Emilee [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 Mr. [redacted]. I have reviewed the claim...

for our prior policyholder. The incident occurred on 10-21-2015; Mr. [redacted] indicated as he was driving down Highway 10 and went over a hill, a crosswind blew his trailer over to the left lifting his [redacted], 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 [redacted] 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 report. When Elephant’s independent appraiser examined the 2006 [redacted], the damage to the engine was not consistent with the type of loss. Exposed wiring, improper welding to the undercarriage and items tied together with zip ties are not consistent with what happened to Mr. [redacted]’s 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 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni [redacted] Product Compliance Specialist Elephant Insurance Services

Dear [redacted]Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].  [redacted] purchased her policy online on 11/08/2014, for an effective date of 11/09/2014.  I do not seerecord of web maintenance or an error message on the...

policy.  Our policy notes show that [redacted]called on 11/08/2014 to verify her payment and coverage.  A service agent advised [redacted] that herpolicy covered liability only.  Our notes also indicate that [redacted] requested that the policy becancelled after receiving a quote to add comprehensive and collision coverage.  The cancellation wasprocessed the same day.On 11/08/2014 we advised [redacted] that her refund would take 7 to 10 days.  [redacted] called againon 11/13 and 11/14, to inquire as to the status of her refund.  On 11/14 a service agent tried to rush therefund, but was unable to do so due to system maintenance.  Our records show that the refund wasissued to [redacted]’s credit card on 11/20/2014.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]

November 22, 2016 Ms. * Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA...

23236 Revdex.com Case Number: [redacted] Dear Ms. *: 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

Dear Ms. [redacted] 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 1-877-21 TRUNK (1-877-218-865). Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

On Saturday, February 22, 2014, I was involved in a motor vehicle accident with another motorist. I called Elephant Insurance (my insurance company) after the accident to file a claim, however the claims department was closed, and would not reopen until Monday, causing me to have to go out and purchase a rental car so that I could get to work on Monday. That same Monday, I called both Elephant, and the other motorist’s insurance company, [redacted], to file my claim. When I contacted [redacted] (who provided me with superior customer service at the time of the accident, and has provided me with superior customer service in recent weeks, and I am not even a [redacted] customer) the customer service / claims representative let me know that the other driver had already called in and admitted fault, and that they, [redacted], would be accepting liability for the accident.
After 1 week of back and forth, Elephant finally deemed my vehicle a total loss, and offered a settlement, which I accepted. I was under the impression that I had not been held accountable for the accident, and that it hadn't been deemed “my fault”. I accepted the settlement check, although I had to fight them to be reimbursed for the rental car that I’d purchased on my own. However, I found out in August of 2014 that my hospital expenses associated w/ this accident, still had not been paid to [redacted] General Hospital, so my account was sent to collections. The reason they had not been paid: I'd emailed the invoiced to my rep. at the time, [redacted]. To date, she has not gotten back to me. I was finally sent a check in August 2014, after speaking w/ [redacted] in regards to the issue.
In October of 2014, I was involved in another not at fault accident, where my car was side swiped by another motorist. Elephant approved and financed the repairs required for my vehicle.
In November of 2014, I received a Notice of Premium Increase from Elephant. My total premium at the time was $2,544.00, the total premium for the renewal policy period (before increase) would be $2,800.00, and the total premium for the renewal policy period (after increase) would be $8,239.42, due to “loss caused by collision with motor vehicle on 02/22/14 and on 10/30/14”. I immediately called Elephant to find out why my premium had been increased substantially. It took several phone calls throughout the week, me speaking with several different people throughout different departments (between claims and customer service), and me being told different things by each person I spoke with ([redacted] in the customer service dept. said I was at fault, [redacted] in the claims dept. said that I wasn’t at fault), for Elephant to finally let me know that although I was not at fault for either accident, payouts were made on my behalf, making the accidents “chargeable”, and that those funds have yet to be recovered from the insurance companies of the other motorists. I was also told that I had now been deemed “a risk” to the company; a few days later when I got an auto quote from another insurance company, it had been brought to my attention that I had been deemed “at fault” by my insurance company for both accidents. I called [redacted] once more. [redacted] provided me with documentation stating that they had accepted liability for the February 2014 accident, and paid off Elephant in July 2014. They even provided me with the check number, and the date that it was issued.
I called Elephant back to let them know that I had documentation proving that I was not at fault, and that they had recouped the money they had paid out in order to settle the claim. Unfortunately, the documentation served no purpose, as I was told that “the reason for the premium increase is due to the accident you had in February, and although you were not at fault, the accident was still “chargeable” since a payout was made”. I then said “however, you have recovered that money from [redacted]”. The claims representative ([redacted]) then told me that I was “preaching to the choir” as it made no sense to him why I was being penalized, however this is just “the way things work”, and that unfortunately, he would be unable to assist me any further. Completely shocked and angered, I am now in the process of obtaining auto insurance through [redacted], who was able to help me drastically lower my premium, due to the documentation that [redacted] was able to provide me, as well as the letter I requested from Elephant stating that I was not at fault for the accident.
I find it completely absurd for Elephant to penalize and treat its customers this way. To deem a driver as a “risk” for accidents they aren't even liable for, to raise a customer’s premium due to payouts made in order to restore their vehicles, even AFTER you've recovered the money from the other motorists insurance, is completely unprofessional. There aren't many people that have heard of or know about Elephant Insurance Company, as it appears to be a smaller, fairly newer insurance company than other major insurance companies such as [redacted], etc, and now I can see why. In order for a business to grow, you must provide exceptional customer service, treat your customers with kindness and fairness, and be knowledgeable about what it is you are talking about. I have never had a customer service representative say to me “well to me it seems like your mad that your premium is increasing, I mean there’s nothing I can really do, this is your rate going forward”, I have never had to call one company as many times as I have in a 2 weeks period, I have never had to speak with so many people in regards to the same issue, only to receive different information from each of them, from “I see in the notations here that you were at fault”, to “I’ve been able to find out that the reason for your increase is in fact the not a fault accident you had in February 2014 which was chargeable”, to “well it’s not just the accidents there are several factors such as where you live, your age, your MVA record, etc.”. I still have not received what I feel to be, an authentic answer. As a result, I have no other choice, but to cancel my policy and purchase the policy w/ [redacted]. I am completely and totally dissatisfied with the entire experience I’ve had with Elephant Insurance.
UPDATE: I called Elephant back once more (12/11/14 at 1:30 PM), and customer service representative [redacted] told me that neither accident was chargeable, but that doesn’t mean they didn’t rate me for it. She placed me on hold after I alerted her to someone else telling me the accidents WERE chargeable. When she came back, she said that “she’d just received some information she was just made aware of today”. She let me know that although I wasn’t at fault, the accidents WERE considered chargeable. She hadn’t known the difference prior to me calling. I requested a letter stating that I was at not at fault for the October 2014 accident. She said that she would have to request it, and that it could take a few business days for her to actually get the letter, and email it to me. I said thank you, hung up, and called right back, only this time, I called the claims department. [redacted] was able to generate a letter, and send it to me less than 10 minutes later.

Dear Ms. [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
Mrs. [redacted] and her husband [redacted] called to cancel their policy on 08/01/2014. The policy was cancelled with an effective date of...

08/02/2014. Mrs. [redacted] states that customer service advised that a bill for outstanding balance would be sent after the cancellation processed and that Elephant would grant thirty days for payment of the overdue amount. Mrs. [redacted] states that the only communication she and her husband received was a confirmation of the cancellation, via email on 08/01/2014. Further, on 09/05/2014 Elephant drafted the overdue amount of $195.15. When Mrs. [redacted] called to question the 09/05 draft, she was advised that the policy contract authorizes Elephant to draft outstanding balances upon policy cancellation. Mrs. [redacted] would like to be reimbursed for half of the overdue amount that Elephant drafted on 09/05/2014, because she and her husband did not receive a final bill. 
I have reviewed the 08/01/2014 call that Mr. and Mrs. [redacted] made to cancel their policy. The customer service agent advised that Elephant would send the final amount due when the cancellation processed. Mr. [redacted] asked if his cancelling the policy would stop the automatic payment that was set for 08/07/2014. The agent advised that the automatic payment would not be drafted once the policy cancelled. The agent explained that Elephant would grant thirty days for the outstanding balance to be paid and that if the balance was not paid Elephant would try to draft the overdue amount from the account on file prior to sending the account to collections. The agent also explained Elephant's collection process to Mr. and Mrs. [redacted] in detail.  
Elephant's collections process starts when a policy with overdue premium cancels. The policyholder receives and email notifying them that their policy has been cancelled, with an attachment detailing the overdue amount. The policyholder is given thirty days to pay the balance. If payment is not received in thirty days, the account goes into collection status. If the account was on auto pay, which is mandatory for all policies on installment plans as of January 2014, Elephant will attempt to draft the overdue amount from the account on file the first Friday after moving to collections status. We attempt to draft payment on this date because it is the business day preceding the account actually being referred to our collection agency. This policy is also detailed in our actual policy documents. 
Elephant's records show that the cancellation confirmation was sent on the effective date of cancellation. Elephant then followed its established procedure for collecting overdue payments, drafting the overdue amount for the 08/02/2014 cancellation on Friday 09/05/2014. Mr. and Mrs. [redacted] received a written copy of this collections policy with their insurance policy. Further, they were specifically told how the policy works by the agent who processed their cancellation. Elephant cannot refund any of the funds drafted to cover the overdue balance, as they are payment for the coverage that we provided and refunding that payment would violate [redacted] rebating laws. 
We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted]).
Sincerely,
[redacted]

Dear Ms. [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
Ms. [redacted] states that she requested full coverage and that she inquired if Elephant was sure that her policy was full coverage, on numerous occasions. Ms. [redacted] also states that...

Elephant sent information to her finance companies, stating that she had the coverage required by law. Further, the complaint states that Elephant did not provide documentation detailing the coverage limits on the policy. Ms. [redacted] states that she did receive a declarations page, which appeared to have full coverage. Lastly, Ms. [redacted] states that she would like Elepahnt to provide full coverage on her totaled vehicle, because it is a violation of [redacted] law to own a financed vehicle which carries liability only coverage.
Ms. [redacted] purchased her policy on 01/27/14, for an effective date of 01/28/2014. The policy amended on 02/13/14, 02/14/14, and 07/29/14. Each of these four transactions resulted in a Declarations Page being sent to Ms. [redacted]. The Declarations Page details covered vehicles, listed drivers, coverages provided by the policy, coverage limits, deductibles and premium by cover. I am attaching each of the declarations pages provided to Ms. [redacted]. For reference. Please not that the only coverages detailed on any of the delcarations pages are Bodily Injury Liability, Property Damage Liability, Uninsured/Underinsured Motorists - Bodily Injury, Uninsured/Underinsured Motorists - Property Damage and [redacted] Personal Injury Protection. No version of the declaratiions page shows comprehensive or collision coverage, or a corresponding premium. 
Elephant spoke to Ms. [redacted] three times prior to her filing a claim on 08/21/14. I have personally reviewed each of the three calls, and Ms. [redacted] did not question whether her policy was "full coverage", nor was she advised that she did have "full coverage". Further, Elephant does not use the terminology "full coverage" in describing any policy because it is subjective. One person may think of a "full coverage" policy as provding liability and physical damage coverages while another may think of it as providing all available coverages. 
Ms. [redacted] also states that Elephant communicated to her finance companies that she had the coverage required by law. Elephant uses a third part system to communicate coverage placement and termination with our insured's lienholders. Ms. [redacted] did enter her lienholder's information when she applied for coverage with Elephant. Is Ms. [redacted]'s lienholders subscribe to this service they would receive notification that coverage was secured for their collateral, however this notification does detail the coverages secured for the vehicle. Our file notes indicate that we were contacted for coverage verification on ms. [redacted]'s other insured vehicle, three times. I have reviewed each of these calls, and each time our agent advised that the policy only provided liability coverage. Our records do not indicate that the lienholder of the totaled [redacted] ever contacted Elephant. 
At no time did anyone at Elephant state or imply that Ms. [redacted]'s policy provided comprehensive or collision coverage. We respectfully stand by our claim denial.
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]

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

Dear Ms. [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of Ms. [redacted].
I have reviewed the claims file for our policyholder.
The Elephant adjuster authorized a rental vehicle for Ms. [redacted] on 12/01/2016 and
mentioned that a...

smaller vehicle would increase the length for which the
policyholder could rent a vehicle. Elephant received the initial estimate to
repair the vehicle on 12/12/2016. Our investigation uncovered pre-existing
damage, and Elephant requested that an appraiser review the initial estimate on
12/15/2016. The revised estimate was approved and issued to the body shop on
12/21/2016.
The body shop found additional issues with the vehicle
on 12/29/2016 our adjuster told the shop to contact the appraiser to write
another appraisal, and the shop agreed to contact the appraiser on the same
day. Our adjuster followed up with the body shop on 1/03/2017 and the shop said
that they had not contacted the appraiser. Our adjuster contacted Ms. [redacted] on
1/03/2017 and said that she would meet her maximum rental limits on 1/10/2017,
after which she would be financially responsible for the rental vehicle.
Our adjuster reached out to the appraiser on 1/06/2016
and the appraiser advised that they still had not been contacted by the body
shop. Our adjuster requested that the shop send him the estimate on 1/12/17, so
he could send it to the appraiser directly. There was no notice of the
appraiser or Elephant receiving the requested supplement from the body shop
until 1/17/2017. The new appraisal was approved on 1/19/2017. Since it took
Elephant from 1/17/2017 to 1/19/2017 to review the supplement, Ms. [redacted]’s
adjuster extended the rental period for three days beyond her rental limits as
a courtesy.
Elephant
extended rental coverage by three days above the policy limits for the time
that it took Elephant to review the most recent appraisal, but the body shop
that the policyholder chose did not contact the appraiser after Elephant’s
adjuster advised them to on 1/03/2017, and there was no notification that the
appraiser received the requested documents from the body shop until 1/17/2017. The
shop that Ms. [redacted] chose is not in Elephant’s network of direct repair shops,
so Elephant does not manage the repair process and will not cover additional
rental costs beyond the policy limits for the shop’s delays.
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,
J[redacted]
Elephant Insurance Services

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the file for our policyholder. The 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 payments. The agent attempted to quote the amount in the system, but accidentally changed the payment plan and processed the payment required to switch plans. The policyholder when to check her policy while on the phone with the agent and saw that the payment had been processed. A team lead reviewed the situation and issued a rush refund request for the amount processed. Rush refund requests take 3 to 5 business days to be refunded back, and that is the fastest that Elephant can refund payments. The team lead went to accounting and a refund request issued and reviewed that same day. The following day, the system drafted from the policyholder’s account. The policyholder called in to get an explanation, and the agent explained that the policy had not been cancelled. The agent cancelled the policy and requested a refund for that draft as well. The 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 systems. The policyholder can call our Customer Service Department and request a refund for overdraft fees caused by the second draft. Customer Service may request a running bank statement to show where the Elephant charge caused the account to overdraft. Elephant apologizes for the inconvenience to the policyholder. All funds drafted are being refunded, and the policyholder can call in to request a refund for overdraft fees. 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) 218-7865. Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services