Elephant Insurance Services

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]

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the claims file for our policyholder. Elephant completed the inspection of Mrs. [redacted]’ vehicle and issued payment on January 11th, 2017. Elephant received a supplement and issued payments for additional labor costs on January 16th due to the shop needing more time to complete repairs. Elephant received a call on February 21st from Mr. [redacted] requesting a diagnostic, and the adjuster advised that Elephant requires an authorization to disassemble form to be filled out stating that Mr. and Mrs. [redacted] acknowledged that they would be responsible for the diagnostic if the damages were not found to be the result of the accident. The adjuster sent an e-mail to Mr. and Mrs. [redacted] stating that their shop of choice would need to contact Elephant’s field appraiser if they found any additional damages that relate to the accident. As Miss [redacted] stated in her complaint, the damage was to the struts of her vehicle, and even the shop said that this was due to normal wear and tear on the vehicle. The impact from the accident was to the rear bumper with no damage to the wheels, and Elephant is not liable for damage to the car due to normal usage. Elephant informed Miss [redacted]’ shop of choice on March 22nd, and an adjuster called Miss [redacted] on April 3rd to advise that Elephant is not liable for the damages. If Miss [redacted] has additional questions about the claim, we recommend she contact her claims adjuster, and she can contact Elephant’s field appraiser for additional information on the appraisal of her 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, J. L[redacted] Compliance Associate Elephant Insurance Services

Dear Ms. [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted] I have reviewed the claim file for our policyholder. Based on this complaint, we advised our total loss adjuster to contact our policyholder, Mr. [redacted] Our total loss adjuster...

called the policyholder, left a voicemail, and has expedited payment to him. We encourage our policyholder to call his total loss adjuster if he has additional concerns. 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 ServicesTell us why here...

Good afternoon,
I am unable to locate this consumer in our policy issuance system by name or phone number.  May I please have a policy number?
Thank you,
CP

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]

October 16, 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 policyholder (PH). I have reviewed the...

history of this policy and determined that our agents did not follow up with our PH appropriately.  We have written off a portion of the policy premium, to make the monthly payments match the amount quoted to the PH. I have spoken to the PH to provide specific details. On behalf of Elephant, I apologize for the inconvenience that our errors caused the PH. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted]
[redacted]
[redacted]

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.
Elephant Insurance has yet again to provide documentation and/or the mythology used to determine the pre-wreck value and the after wreck value. This information is vital to determine if  Elephant Insurance  and its Third Party Appraiser failed to consider standard industry protocol to total a car was never used, never considered.As to the statement I should speak to the Adjuster, in an email dated June 28, 2017, Walter Rivera refused to provide this requested information. Further more, Elephant Insurance has failed to prove that their offer of [redacted] is fair. For example, if the car is worth [redacted] and needs [redacted] worth of work, it's not worth it and will generally be labeled as a total loss. Generally, the cutoff is somewhere in the 70% to 75% range. In this case, the car is considered to be a total loss except for the value of scrap metal or potentially salvageable parts. An appraiser can check the damage done to a wrecked vehicle to determine the totaled car value. Using this information, Elephant Insurance would have to value my pre-wreck value over [redacted] to justified spending [redacted] in repair cost. In my submitted Diminished Value Report my vehicle was valued at  [redacted].. If a car is totaled and covered by insurance, the owner should receive the value of the car (pre-wreck) in cash from the insuring company. This money can then be used to buy a new car. Because of this, most people generally decide not to attempt to repair totaled cars, however, another party will sometimes purchase them as a project or for an automotive class.Again please  provide documentation and/or the mythology used to determine the pre-wreck value and the after wreck value you used to determine your diminished value offer  is a true and fair.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Per our conversation today, I am letting you know that I am still verydissatisfied with Elephant Insurance.  The representative name "[redacted]", whowas very rude to me, she did tell  me specifically that I had to pay about $40 if I wantedto have my due date moved toward the end of the month.  And I refused to pay a feejust to have my due date changed. I thought this was very bad service as a customer or even new customer.  Elephant Insurance service to their customers is the worst I haveexperienced. Thank you,[redacted]

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss Risinger. I have reviewed the policy and billing history for our policyholder. The policyholder called in on February 28th to make a payment. The agent saw that the policyholder had made...

a payment online with another card, but the system only processed the card once instead of making it the card for monthly payments. The billing systems tried to process from the previous card on file, but it failed and assessed a fee for $**. The agent saw what happened in the system, updated the card on file, and advised that the fee would be waived prior to the policyholder’s next payment. The policyholder called in again on the 30th because the fee had not been waived. The agent advised that they would submit a refund request. The policyholder called in on the 7th advising that the refund still had not arrived. A refund request was entered into the systems. On April 13th, the policyholder called in, and an agent directly contacted billing operations to expedite the process. Our systems show a refund of $** being issued on April 14th, which should arrive this week. Feedback has been provided to the agents for better communication with our billing operations department and to meet timelines in issuing refunds. 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

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns.
[redacted] purchased a policy on June 14, 2014 with a licensed sales agent. On the recorded call, the agent reviews the quote with [redacted]. [redacted] says she has been relocated...

with her job, but never mentions the relocation is temporary. She states she is "I'm coming from Oklahoma and there is a different bodily injury." The agent asks if she is in Oklahoma now or back in Texas. [redacted] states she is in Texas and she then provides a Mount Vernon, Texas address as her residence and garaging address.
Before the quote is bound (paid for), around minute 3:47 of the recorded call the agent questions [redacted] about the state issuance of her driver's licenses. The agent asks if the license is valid in the state of Texas and [redacted] states, "Oklahoma...There's a policy that I have 30 days to get it done. We gotta get everything transferred over before I can do that." The agent responds, "Yep, we just need to give you that heads up or we get in trouble. So, I just want to make it known you got 30 days to do that, or they will cancel the policy, ok?" [redacted] responds reading from her online quote, "Yep, that's what is says."
[redacted] requested her policy documents be mailed, and Elephant did so to the address on file in Texas as provided by [redacted].  [redacted] never called again stating she did not receive these documents by mail.
[redacted] then was sent an Underwriting letter to her address on file in regards to her out of state license on July 11, 2014, stating that her policy would cancel on August 12, 2014 if the license information was not updated. These letters are sent via [redacted] proof of mailing and were not returned to Elephant undelivered.
Due to no response, the policy was cancelled effective August 12, 2014 as noticed. The customer contacted Elephant on August 21 and was upset the policy had cancelled. She was again advised why the policy cancelled and provided with information regarding her refund.
Unfortunately, the evidence supports that [redacted] was clearly told that her policy would cancel in 30 days if she did not transfer her license and registration of the vehicle to Texas. [redacted] communicated that she intended to do so, but then failed to do so. There was nothing fraudulent nor misleading about the sale of this policy to [redacted].
We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted].
Sincerely,
[redacted] Product Compliance Specialist, Complaints Coordinator

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns.
[redacted] is concerned that there are conflicting dates of coverage, possibly reflecting a lapse in his coverage. He also has concerns due to an...

underwriting request that resulted in a pending amendment and possible payment due, both of which have been remedied at this point.
[redacted] purchased his policy effective 6/15/2014 and chose a 6 month payment plan. As part of a normal underwriting review, the previous policy coverage reported was verified. Due to lack of reported information from other insurers, Elephant asked the policyholder to obtain a proof of coverage verification from him previous insurers, or to participate in a 3 wall call confirming the coverage was in force at the limits reported.
The underwriting request was sent on July 25 and the policyholder was given a deadline of August 9, or the coverage would be amended to reflect a lapse. Unfortunately, the policyholder did not take action until August 12 to submit the requested information. Therefore, the amendment, which had been made as noticed, was then reversed upon receipt of the requested verification.
As a result of the amendment which was later reversed, the policy premium for the current year temporarily changed and reflected further premium due for the current 6 month payment term. Once the amendment was reversed and the policy updated, this premium was no longer due in our system.
Elephant cannot randomly increase premium on a policy without an action allowed by law. Insurance is a regulated industry. Virginia law allows companies and Underwriting Period to verify rating information and to amend policies if the information is found to be incorrect upon notice to the customer. This is why [redacted] received a Notice of Adverse Underwriting, as required by law, in regards to his policy asking for the information and providing a date by which response was required or the amendment would be effective.
I have reviewed [redacted] account thoroughly. [redacted] policy periods are correct in our system as 6/15/2014 to 6/15/2015. This is also reflected on his current policy declaration page, his ID cards, as well as the right hand side bar of our new customer portal. The information that [redacted] is currently concerned within the my Elephant portal is a date range of 8/11/2014-6/15/2015 showing in the mainframe of the portal. This is also showing identifying information as a policy period, but it is actually a transaction period for the most recent policy transaction to reverse the underwriting amendment upon receipt of the requested information, which occurred when we received the information requested.
I have been partnering with IT to address why [redacted] portal is reflecting this information when it is correct everywhere else, including on his declaration page and ID cards where it is most important, as those documents are the legally binding documents displaying current coverage. Unfortunately, as the myElephant portal is a new system for customer service, we acknowledge that there are some small bugs that need to be worked out.
IT has reported the issue being addressed and an update that will address this error should be available in 2-3 weeks. In the meantime, [redacted] can view his documents in the portal and be assusred  by the information reflecting on his current declaration page reflecting the policy period of 6/15/2014 to 6/15/2015.
Ultimately, the goal is to provide customers with better access to their current insurance policies and billing information. We appreciate [redacted] feedback regarding how this information was displaying in his portal so that we can address the confusion and provide a better customer experience.
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, Complaints Coordinator

April 26th, 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. Daza. I have spoken with one of our...

Claims managers and he will reach out to Ms. [redacted] to discuss her case. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

December 29, 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 Ms. [redacted]. I have reviewed the claim file, please see below. On October 23rd, 2015 Ms. [redacted] was involved in an accident with our insured; Elephant deemed our insured to be at fault. On November 5th, 11th, 16th and the 19th, we called Ms. [redacted] to ask her which body shop she would like to take her 2014 [redacted] and on November 25th [redacted] called on behalf of Ms. [redacted] to advise they would be repairing her vehicle. Elephant received an estimate from [redacted] on December 8th indicating not only the price of the repairs but the time it would take. On the same day we called the body shop and conferenced Ms. [redacted] in to set up an appointment to repair the 2014 [redacted]. At this time we also confirmed with the body shop with Ms. [redacted] on the line that the repairs would only take three days and the rental car we are providing Ms. [redacted] would only be authorized for three days; repairs were to begin on Tuesday December 15th and be complete by Thursday December 17th. Both parties acknowledged and understood. Elephant set up a rental car reservation through Enterprise for Ms. [redacted]. On December 17th, Elephant called [redacted] to confirm that the vehicle was ready for Ms. [redacted] to pick up and was advised that repairs had not been started. At this time, we advised the body shop that we would not be providing an extended rental as they had confirmed on December 8th this repair job was only to take three days and if Ms. [redacted] needed an extension on her rental vehicle they would be responsible. They acknowledged and understood; we also called Ms. [redacted] and left a voicemail as she did not answer her phone to advise of the new developments. Ms. [redacted] has indicated that [redacted] has offered a rental vehicle from [redacted] at no charge. Since Elephant was not responsible for the delays in the repairs to Ms. [redacted]’s 2014 [redacted], we will not be able to extend the rental 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

February 10, 2015[redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond,...

VA 23236[redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]   I have reviewed the policy and billing history for our prior policyholder. Elephant does not offer a grace period.  Insurance services are billed prior to coverage being provided.  [redacted] was sent a notice of cancellation for nonpayment of premium on 1/14/2015.  This notice advised that the policy would be cancelled effective 1/27/15 if payment in full was not received.  Because the cancellation notice was issued after the January payment invoiced on 1/6/2015, the January payment was included in the amount due.  [redacted]’s policy was cancelled in accordance with state law and proper notice was provided.  Elephant did reach out to [redacted] on 1/29/2015, to offer reinstatement of the policy if she paid the balance due.  [redacted] did not respond to our call and her coverage has lapsed. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Elephant Insurance Services

Dear Ms. Atkisson: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the policy and billing history for our policyholder. Miss [redacted] called in at 11:00 A.M. on March 10th, 2017 to ask why her bill was higher. The agent advised Miss [redacted]...

that her bill was higher because the system was unable to automatically draft her payment on her due date, so it levied an insufficient funds fee on her account. Miss [redacted] said that she paid on time, and the agent reviewed the billing history, saw that Miss [redacted] paid after the system tried and failed to draft the amount due, and reversed the insufficient funds fee. Miss [redacted] requested to make a payment for the regular monthly balance, and the agent processed the payment. Miss [redacted] then called in an hour later and advised that the system had processed her card four times. The agent reviewed her account and saw that the card had mistakenly been processed multiple times and advised Miss [redacted] that Elephant would submit a rush refund request. The agent advised that due to having to process the refund through the banking system, the fastest that Elephant can offer a refund is within 3 to 5 business days. The refund has cleared Elephant’s billing systems, and they have been issued. If Miss [redacted] incurred any overdraft fees through her bank, she can submit documentation to our customer service department for a potential refund if the overdraft fee was found to be the result of Elephant’s draft on her account. We apologize for any inconvenience that Miss [redacted] has experienced. 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

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your. reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

September 6th, 2016 [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 Mrs. [redacted]. On August 5th, 2016 Mrs. [redacted]’s stepson was involved in an incident and had to file a claim with Elephant. We reached out to the driver on August 6th to obtain facts of the loss; however, was unable to reach him and could not leave a voicemail. On August 8th we spoke with Ms. [redacted] and advised that we needed to speak with her son, the driver of the vehicle; she understood. On August 9th we called out to both her and her son; however, they couldn’t be reached. On August 10th we reached out to Ms. [redacted]’s son but there was no answer and on August 11th when Ms. [redacted] called for a status update we advised that we still needed to obtain the facts of loss; she understood. On August 11th, our adjuster was able to speak with her son and obtain the facts of loss and proceed with the claim. On August 25th we afforded coverage as our investigation determined the policy was in order and on August 26th we found the [redacted] was a total loss. Currently we have provided Ms. [redacted] a rental vehicle and have advised her to submit any receipts where she incurred out of pocket expenses so we can review. We are still assessing the file regarding the total loss settlement and once this is complete we will reach out to Ms. [redacted] to advise her of her options and the next steps.
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

April 27, 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 our former policyholder (FPH). I have reviewed the FPH’s recorded bind call.  Our sales...

agent did ask if the FPH had a valid license.  The FPH stated that their license was suspended.  When our agent asked if the FPH would have an active license within 30 days, the FPH stated yes.  This is a material misrepresentation in the application for insurance and Elephant will not refund premium paid for coverage provided. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services