Elephant Insurance Services

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

September18, 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 of the concerns of our consumer.  We regret that there was a misunderstanding about the coverages that our consumer was purchasing, however the details regarding conversations with our service agents provided in the consumer complaint are inconsistent with our policy notes.  Our agent spoke to the consumer on 01/29/2015, specifically regarding adding an additional vehicle with comprehensive and rental reimbursement coverages to an existing liability only policy.  The agent advised that comprehensive coverage would not cover all types of physical damage losses to the vehicle.  The consumer requested that the agent explain what liability, comprehensive and collision coverages are.  The agent explained the coverages and provided quotes for multiple combinations of coverages.  The consumer stated that they would discuss the options with their spouse and call back.  On 02/02/2015 the consumer called back to add the vehicle and requested multiple quotes, for comprehensive coverage with various deductibles.  The consumer chose a comprehensive deductible and added the vehicle.  When the vehicle was added, the consumer was issued new policy with a declarations page and a cover letter.  The letter instructs the consumer to review the policy documents and call the company if any information is wrong.  The declarations page details the coverages provided by the policy, and the premium associated with each.  The declarations page refers to comprehensive coverage as “other than collision coverage”. The consumer called the company multiple times, to make payment arrangements and an address change, prior to the August accident, and did not question the coverages provided or associated billed amounts.  Elephant stands by our handling of the servicing of this policy and the processing of the related claim.  We strive to provide every policyholder with a positive customer service experience.  If I may be of any further assistance, please do not hesitate to contact me.
 
Sincerely,
[redacted]
Product Compliance Specialist
Elephant Insurance Services

August 10, 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. ** Thank you notifying Elephant of the concerns of our policy holder (PH).  Please find a chronology of Elephant’s handling of the 06/24/16 loss below: 6/30/2016 – PH called upset and mentioned that the body shop was giving her the run around. Our PH did not purchase rental coverage with her the policy, hence the impact of the shop’s actions on her. On the same day we spoke to our PH, informing her that her vehicle may be a total loss.  The PH was upset at this news. 7/7/2016 – Elephant spoke to our PH to provide the valuation of the vehicle and discuss settlement options.  The PH wanted to get a second opinion because she did not feel the vehicle was a total loss. 7/12/2016 – Elephant spoke to Lien Holder and obtained payoff amount.  Elephant called the PH to advise what we had learned.7/13/2016 – PH called and alleged that Elephant had not spoken to the lien holder. Elephant called the lienholder again, to discuss, and returned the PH’s call.7/20/2016 – PH called to ask why payment had not been made and emailed alleging that Elephant lied about payment having been made.  Elephant replied clarifying that we never said payment was about to be made; the lien holder still had not sent the necessary documents. 7/21/2016 – Elephant contact the lienholder and they advised, for the first time, that our PH needs to make an upfront payment of $487.82 before they will generate any letter of guarantee for us. The lienholder apologized for not having communicated this to us previously.Elephant called our PH to communicate this new information.  Later the same day our PH confirmed making a payment to the bank.Also on this day, the Supervisor of the total loss adjuster called our PH to discuss the file.  The PH expressed understanding of the situation. 7/27/2016 – The required documents arrived, from the lienholder and payment was issued the same day. Sincerely, ** Elephant Insurance Services

"Verdana","sans-serif"; font-size: 9.5pt;">June 17th, 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 Ms. [redacted]. On May 14th, 2016 Ms. [redacted] purchased a policy with Elephant effective for May 21st, 2016. When filling out the application she indicated she had no lapse of insurance in the last three years. Elephant, like most companies use prior insurance status as one of many rating factors to determine premium and as a result we independently verify it much like pulling a motor vehicle report to determine if someone has any tickets or accidents. We do realize that not all insurance companies voluntarily report a customer’s policy activity so sometimes we need our policyholder to obtain what is called a “proof of coverage” letter in order to verify continuous insurance coverage; this letter provides the effective dates and any cancellations through the policy history. It is a common practice throughout the insurance industry to request this letter for verification and any of Ms. [redacted]’s prior insurance companies can easily provide this information to her. In many cases she can contact her former companies online for the letter. Unfortunately, the declarations page and ID cards cannot be used as prior insurance verification because while they have the effective dates of the prior policy, they do not take into consideration any cancellations that may have happened in between those dates. Elephant advised Ms. [redacted], once we receive the proof of coverage letters we will be happy to reverse the endorsement and amend the policy reflecting no lapse. We would certainly hate to see her leave and look forward to receiving the requested information so we may serve her insurance needs.
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] Elephant Insurance Services

August 11, 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). Elephant does...

not charge a fee to change the due date on a policy.  Our policy notes reflect that we advised our FPH that she would need to make an equity payment if she wanted to change the due date.  This is not a fee; it is premium to keep the policy in force until the selected due date.   Our service agents tried to explain this as a price per day for coverage. Our policy is to process refunds to the original payment method.  Our agent did advise that a refund via check could take up to 20 days to arrive via USPS.  Our policy notes reflect that this FPH was going to call back on 7/23/15, to advise if she wanted her refund processed to her card or via check.  When the FPH did not call back, the agent requested the refund via our normal process.  Our billing system shows that the refund cleared on 7/28/15. 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] Product Compliance Specialist Elephant Insurance Services

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 (PH). This loss was reported to Elephant on 06/22/16 by the FPH’s lienholder, after the vehicle was repossessed with damage. The FPH advised the lienholder that the damage occurred on 03/16/16 and that he did not report it to Elephant. The FPH did send Elephant an email regarding the damage, but was unable to provide us with a recorded statement. Because we did not have a recorded statement we required an affidavit of loss, so that the date on which the loss occurred could be certified. The FPH provide the affidavit of loss on 10/12/16 and Elephant paid the lienholder for the damage on 10/13/16. 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

October 27th, 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 September 21st, 2016 Ms. [redacted] called in to update her payment information; however, a draft on her account had already been attempted and since the account was invalid the policy incurred a $25.00 insufficient funds fee. Our customer service representative made an exception to waive the fee, unfortunately this was not done and her next month’s payment was drafted with the $25.00 insufficient funds fee and a $10.00 late fee for the prior payment being late. Ms. [redacted] regrettably had to call in to inquire again about her billing. At this time instead of a credit back to her account she wanted the $35.00 credited back to her account; we were able to do so on October 20th, 2016.
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 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.]I did call them the fifteenth of November to tell them to cancel my policy.  It is not my problem if they do not adequately keep records of that.  I did fill out the form they are talking about on the 10th and when they sent me the updated policy cost I called to cancel because it was more than originally agreed upon.  It does not seem like you are very customer service oriented and if you have no problem stealing from your ex customers.  There should be no reason why they won't refund my money.  It seems like they conveniently didn't add my cancellation so they could keep my money.  Why did it take them so long to steal the money out of my account?  If elephant is truly customer oriented they wouldn't be making it so difficult to get money back that was so obviously stolen from me!  If there is really a person at the Revdex.com reading this it should be obvious what is happening.  I didn't eat for three days because these thieves stole this money out of my account with no warning!  How can they sleep at night??  I told them that on the phone too!
[redacted]

December 19th, 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 Mr. [redacted]. The information provided in the case file regarding some of his personal information does not match what we have on file. Due to privacy and security purposes I would not be able to currently address his concerns, if there is a policy number he can provide we can certainly review. Additionally, if there are items Mr. [redacted] needs to update on his policy I urge him to log on to the customer portal or call Elephant Customer Service.
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

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

August 10, 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. ** Thank you notifying Elephant of the concerns of our policy holder (PH).  Please find a chronology of Elephant’s handling of the 06/24/16...

loss below: 6/30/2016 – PH called upset and mentioned that the body shop was giving her the run around. Our PH did not purchase rental coverage with her the policy, hence the impact of the shop’s actions on her. On the same day we spoke to our PH, informing her that her vehicle may be a total loss.  The PH was upset at this news. 7/7/2016 – Elephant spoke to our PH to provide the valuation of the vehicle and discuss settlement options.  The PH wanted to get a second opinion because she did not feel the vehicle was a total loss. 7/12/2016 – Elephant spoke to Lien Holder and obtained payoff amount.  Elephant called the PH to advise what we had learned. 7/13/2016 – PH called and alleged that Elephant had not spoken to the lien holder. Elephant called the lienholder again, to discuss, and returned the PH’s call. 7/20/2016 – PH called to ask why payment had not been made and emailed alleging that Elephant lied about payment having been made.  Elephant replied clarifying that we never said payment was about to be made; the lien holder still had not sent the necessary documents. 7/21/2016 – Elephant contact the lienholder and they advised, for the first time, that our PH needs to make an upfront payment of $487.82 before they will generate any letter of guarantee for us. The lienholder apologized for not having communicated this to us previously. Elephant called our PH to communicate this new information.  Later the same day our PH confirmed making a payment to the bank. Also on this day, the Supervisor of the total loss adjuster called our PH to discuss the file.  The PH expressed understanding of the situation. 7/27/2016 – The required documents arrived, from the lienholder and payment was issued the same day. Sincerely, ** Elephant Insurance Services

April 7, 2015 Emilee Nystrom 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 Ms. [redacted]’s 1/13/15 loss.  This claim is currently open and we are in the process of settling bodily injury and property damage claims for an injured third party. Elephant issued payment for Ms. [redacted]’s totaled vehicle on 3/12/15, less than a month after the loss occurred.  Please note that Elephant extended our settlement offer on 1/29/15 and that this offer was not revised prior to Ms. [redacted] accepting.  Ms. [redacted] was assessed storage fees, because she delayed our settlement while pursuing damages against the injured claimant’s carrier.  Our file does not show evidence of delays or unreturned calls on Elephant’s part.  I also see no damages in the amount of, or offer to pay, $864.  Further, the file does not reflect Ms. [redacted] requesting reimbursement of her deductible.  I am unable to determine the basis for Ms. [redacted]’s demand for $864.  Ms. [redacted] is not entitled to reimbursement of her deductible, as she is 100% at fault for this loss, in which she struck another vehicle in the rear. 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

January 28, 2015 [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]  Elephant...

reimbursed Mr. [redacted] for the rental for his rental vehicle from the day that he obtained it through the day that work should have been completed on his vehicle. The shop that Mr. [redacted] chose to use for repairs to his vehicle exceeded the timeline on their estimate by 6 days.  The shop did not present a supplement for additional damage to support the delay in completion of repairs.  The shop that Mr. [redacted] selected is not in Elephant’s network; therefore we do not guarantee their work and cannot cover rental expenses for their delay. 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]

December 20, 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 Insurance Services (Elephant)of the concerns of our former policyholder (FPH). Elephant’s investigation into...

this loss places our FPH at an address in [redacted].  Because the policy was purchased for a [redacted] address Elephant requested proof of residency for the [redacted] address.  The loss was reported as occurring on 09/02/2016.  The claim was closed on 10/21/2016 because the requested proof of residency was not received. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services

December 20, 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 Insurance Services (Elephant)of the concerns of our former policyholder (FPH). Elephant’s investigation into this loss places our FPH at an address in [redacted].  Because the policy was purchased for a [redacted] address Elephant requested proof of residency for the [redacted] address.  The loss was reported as occurring on 09/02/2016.  The claim was closed on 10/21/2016 because the requested proof of residency was not received. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP 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 Mr. [redacted]. I have reviewed the file for Mr....

[redacted] claim.   Mr. [redacted] is represented by an attorney, which makes it inappropriate for Elephant to communicate directly with him.  Our file shows that since securing representation, Mr. [redacted] has repeatedly contacted us directly.  Elephant has directed all responses to Mr. [redacted] attorney, as required by state law. We are actively working to resolve the valuation of Mr. [redacted] claim.  Our file shows that we are waiting for a return call from Mr. [redacted] attorney, which we requested on 2/27/2015.  We feel that providing any detail regarding the claim in this forum would be tantamount to communicating directly with Mr. [redacted], and would be inappropriate since he has secured legal representation.  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 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]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]

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] 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]