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

Elephant insurance is a joke. Every single month I have issues with them and I have to call customer service. Then I speak to someone different everytime. They never listen and constantly screw up my account. They double charged me even after I told the girl TWICE to make sure payment only went through once. She was rude and sarcastic like I was the crazy one. When I've had nothing but issues with them why would I not make sure? I got screwed anyway. This insurance company is not personable at all!! I also have asked them and my wife has asked them several times to take her card off file and they havent done it yet. I tried adding my son AND his truck and the [redacted] only added my son. I had to call back AGAIN to fix their screw up. Then the price goes up every time I call. I told them I am very unhappy with their service and that I'm thinking about changing insurance and the MANAGER told me "Then do it!" I will do just that. If you're looking for an insurance company to take care of you and do what you pay them for Elephant Insurance is NOT the company for you!!! I've NEVER dealt with such a unprofessional company in my life!! Save yourself a headache and call someone else!

"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

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 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

Revdex.com:
I do not accept this offer. All of my vehicles are garaged in Texas as I have a Texas address and have been living in Texas for years. This also doesnt satisfy my requirements because when I dropped one of my vehicles from the policy the representatice told me I would still have to pay the full 148 as if all 3 vehicles were still insured which is not the case. I am not asking for back payment I am however asking for my new policy and payment amount be applied now rather than later. I was told and I have the policy showing with me dropping the vehicle my payment amounts will be 85ish dollars instead of the 148. Youe company is asking that I pay the 148 for all 3 vehicles when only 2 vehicles are insured. 
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]

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

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

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

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

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

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

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

[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: [email protected].
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]

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.Since filing my complaint with the Revdex.com, I contact the salvage company that Elephant stated that they used. Based on the mileage and state of the vehicle they too only offered a quote of $500, which I have attached. Thus, Elephant used bad business practices in their salvage offer to me. I presented them with now five salvage offers, three of them for $500, thus given the effort and frustration, the questionable business practices of Elephant and apparent flexibility in their salvage offers, and Copart's (Elephant's vendor) specific salvage offer for my vehicle of $500 I am not willing to accept a salvage offer of more than $500. Otherwise, I am willing to file an internal complaint with Elephant's holding company, the Texas Insurance Commission and a civil suit should Elephant continue to side with bad business practices and not treating customers fairly and honestly.
Regards,
[redacted]