Elephant Insurance Services

Elephant Insurance is a scam and they fabricate findings. They doubled my insurance claiming that their underwriting department could not find that I had insurance from 9/17 of 2014 to August of 2016! When I called to speak to someone in the underwriting department I was informed that they basically don't have one! I had to do my own work to do proof of coverage and they still tried giving me an outrageous premium which still almost $100 more than what they quoted me to even go with there insurance company. Elephant insurance is a scam!

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]

[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]

August 1, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236...

Revdex.com Case Number: [redacted] Dear [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). Unfortunately Elephant is unable to honor our FPH’s request to issue a refund via check.  Our policy is to return all initial policy payments to the card used to make the payment.  This policy is designed to prevent a double refund from being issued, as a credit card owner can reverse a payment after Elephant issues a check.  We apologize for the inconvenience. 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, ** Elephant Insurance Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
There was no witness he hit my car and accept it that time  . he change the statement later . I try to avoid the accident to slow down . but he hit my car .
 and he accept that he did not see me . later I call the police . no witness come over there . because he hit me and run that why I go after him . who is witness explain me I did not see any person who was witness there so one more lie. even your company did not tell me or ask me that who is there that time  .  I can bring this kind of witness too . so disappointed with your daily statements   .  if arrow was green and there is speed limit 40 so I was on right on my way .if I was on red . so why I call the police  . your all fake statements have no logic sorry sir .  my issue is this person hit my car so have to pay for damage . I did not block him . I try to avoid him  even I was on green if I do not slow down he can hit me on drive side or may be my car roll over . .as he told me later  i did not see you .

Horrible insurance company do not sign with them. They quoted a price to me without telling me it wasn't full coverage when I had both vehicles financed. Then when my leinholder found out I had to get full coverage at double the cost. After they told me how much my rate would be they took double out of my account and said it was a down payment which again they never disclosed to me. They are scam artist do not go with Elephant.

December 20, 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 (FPH).  Elephant changed the fault indicator for the September 2014 loss to no fault on 12/07/2016.  We are unable to remove the claim from our system due to records retention requirements.  Due to the no fault indicator, this loss should not affect the rate on any [redacted] policy.  Elephant has provided the FPH with a letter of experience that details this loss. When the policy cancelled for nonpayment of premium on 12/07/2016 there was a balance due of [redacted].  This balance included [redacted] for earned premium and [redacted] for incurred fees.  A payment of [redacted] was drafted from the account on file on 12/09/2016.  There is still a balance due of [redacted]. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, CP Elephant Insurance Services

June 9th, 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 Mr. [redacted]. On Wednesday June 1st, Mr. [redacted] was involved in an incident with our insured. We advised him that it would take 24-48 hours to determine if our insured’s policy was in effect at the time of the loss; he stated he understood. Approximately, an hour and a half later Elephant received a phone call from Mr. [redacted] and we then advised it would take 24-48 hours for review, he understood. Elephant however, has no record he called or emailed on Thursday June 2nd and on Friday June 3rd, due to system issues we were not able to provide our customers with a level of service they have come to expect. We express our sincere apology that Mr. [redacted] was unhappy with the service he received. I have reached out to one of our claims’ supervisors and we will be reaching out to Mr. [redacted] within the next 24 hours.
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 ** S[redacted] Product Compliance Specialist Elephant Insurance Services

October 11th, 2017 [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...

file for the claimant. The medical release that the claimant signed stated that the money reserved was for “treatment within 60 days after the date of the…accident,” which occurred on July 29th. The agreement also states that “this release contains the entire agreement between the parties hereto” and “I have read this release and understand it.” The medical release supersedes all discussions or verbal agreements, and the 60 days allotted is more than 6 weeks from the date of signature of the agreement on August 7th. Elephant has honored the agreement by paying for treatment related to the accident up to the date specified on the medical release. If the claimant has additional questions, we recommend that he contact his adjuster. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at (877) 218-7865. Sincerely, [redacted] Compliance Associate 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.
I would like a full refund as I should have never been able to get the policy with an out of state driver's license. I would also like a tracking number for the certified letter that was mailed to me. I never received it, and I am having doubts that it was actually sent.I would appreciate an explanation on why I wasn't called with a warning that I would be cancelled, but I will settle for the the 2 previously mentioned items. Please be aware that due to the negligence of Elephant- I drove 24 hours uninsured- had I been pulled over or had an accident- this would be an entirely different conversation.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] 
I contacted [redacted] <[redacted]> 12-2-14 and provided MORE than enough proof over several emails. Everytime I proved there was no gap she came up with another and I proved that incorrect. This is bogus !! This is what [redacted] <[redacted]> replied."Thank You!
 
I will follow up with you shortly after I try to contact them." end quote. She never contacted me back and will not return my emails.
 Here is all the proof I sent [redacted]
 Elephant is out and out lying ! [redacted] won't return my emails. I've also filed a complaint with the[redacted] State Board of Insurance.
My bank put the UNAPPROVED funds back into my account. They took my proof. 
I'm the WRONG guy to mess with. I throw away nothing. EVER
 
Regards,
[redacted]

January 21, 2015 [redacted] Revdex.com Case Number:[redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant automatically renews policies 55 days prior to the expiration of the current policy term, this allows our policyholders time to make a decision about whether or not to purchase the renewal.  Our billing system does automatically generate invoices for the renewal offer. Elephant notes that [redacted] contacted us on 1/9/15 and 1/19/15, to advise that he does not want to purchase the renewal policy that we offered.  We have noted the system accordingly and [redacted] will not be charged for the renewal  . 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]

September 17, 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). All policies issued by Elephant are accompanied by a Payment Frequently Asked Questions document.  This document specifically states that we may charge a late fee and a nonsufficient funds fee if we change the date of a scheduled draft.  I have reviewed this policy and verified that this document was sent to our PH with their renewal policy, as well as with their new business policy in 2014.  I have emailed this document again, for our PH’s review. Elephant’s billing fees are approved by the state prior to being implemented. 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

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 on March 6th, 2017 to cancel her auto insurance policy with Elephant. Our agent...

stated that a refund would be processed within 7 to 10 business days. By business day, it’s meant Monday through Friday, excluding federal holidays. Based on this measure, Elephant would have until March 20th to issue the refund. Miss [redacted] called in on March 9th, 2017 and asked about the status of her refund. The agent advised that the refund had been initiated, but had yet to clear Elephant’s systems and advised that it would take 7-10 business days from the date of the refund. Miss [redacted] called on March 15th, 2017 to check on the status of her refund. Our agent said that it would take 7-10 business days, and that it could take up to two weeks based on how business days are defined. Miss [redacted] requested a rush refund, but the agent advised that since her refund had already been processed, to request a rush refund would reset the process, and that she would receive her refund more quickly if she waited instead of resetting the process. Miss [redacted] then requested to speak with a supervisor. The supervisor advised Miss [redacted] that 7-10 business days is not the same as 7-10 days. When Miss [redacted] requested the supervisor’s name, he gave his first name, but not his last name, which is standard for customer service agents to protect their privacy. Miss [redacted] requested the name of the first agent she spoke with, and the supervisor gave her first name as well. Our records show that the refund was issued on March 19th from Elephant’s billing systems on the credit card that Miss [redacted] used to originally purchase the 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 (1-877-218-865). Sincerely, J. L[redacted] Compliance Associate Elephant Insurance Services

January 7, 2015
[redacted]Dear Ms. [redacted],I have reviewed the information that Mr. [redacted] provided in attempt to verify the second lapse in coverage.  Declarations pages and identification cards are not sufficient to verify a lapse in coverage.  These items are issued at policy inception and are subject to change at any time.  It is standard industry practice to verify a lapse in coverage via a conference call with or a proof of coverage letter from the prior carrier.  Mr. [redacted] has verified one of the coverage lapses in an acceptable manner, yet refuses to do the same for the other.  Mr. [redacted]'s policy did cancel for nonpayment of premium on 12/26/2014.Best,[redacted]

July 6, 2016 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 this claimant, (CLMT).  Elephant uses a vendor called CCC to...

calculate damage appraisals and the actual cash value of total loss vehicles.  CCC is the industry standard and it helps Elephant to ensure that we are making fair and unbiased offers to all claimants. Elephant did experience system outages between 06/03/16 and 06/08/16.  This was an unfortunate occurrence and was inconvenient for policyholders and claimants.  Elephant notified the states in which we operate about the systems outage and we worked hard to minimize any inconvenience to effected individuals.  This loss occurred on 06/03/2016 and Elephant made a settlement offer on 06/17/16, this is a reasonable timeframe.  Elephant did invite the CLMT to provide documentation to refute our total loss offer.  The CLMT provided valuation information for vehicles that were in better condition and with lower mileage than the totaled vehicle, therefore the info that he provided did not affect Elephants total loss offer.  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, CP Elephant Insurance Services

July 7, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236...

Revdex.com Case Number: [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). Elephant cancelled the policy on 6/10/16, effective 6/3/16.  We were unable to process the cancellation on 6/6/16 because of a systems outage.  Elephant has issued a refund of all unearned premium to the FPH.  Elephant does not charge a cancellation fee, al refunds are calculated on a pro-rata basis. 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, CP Elephant Insurance Services

Revdex.com Case Number: [redacted]Dear Ms. [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted].Mr. [redacted] purchased his policy with Elephant on 08/27/2014, for an effective date 08/28/2014. At the time ofapplication, Mr. [redacted] stated...

that he had not had a lapse in insurance coverage in the last three years. Elephantpreformed its customary underwriting review of the new business policy on 10/03/2014. Mr. [redacted] was advised at thetime of purchase that Elephant would review the information provided in his application for accuracy within the first 60days of the policy. Our underwriting review showed two lapses in coverage, of greater than 30 days, within the lastthree years.Elephant informed Mr. [redacted] of these findings in a letter dated 10/03/2014. This letter advised that we would endorsethe policy to reflect our findings, unless Mr. [redacted] could provide proof of continuous coverage. Mr. [redacted] did notcontact us and the policy was amended on 10/21/2014. A second letter was sent to Mr. [redacted] on 10/21/2014,informing him that the policy had been amended to reflect the lapses found during the underwriting process. Further,Mr. [redacted]’s 11/08/2014 invoice was for $355.55 and was due 11/28/2014. The 11/8/2014 invoice included the priormonthly payment and the down payment for the 10/21/2014 underwriting change.Mr. [redacted] contacted Elephant after the 11/28/2014 payment was drafted. Mr. [redacted] worked with us, on12/01/2014, to verify coverage for one of the lapses that we found during the underwriting period. We have invited Mr.[redacted] to help us verify that coverage was in place for the second lapse, of 08/28/2011 – 12/28/2014, but he hasignored our requests. The increased rate for Mr. [redacted]’s policy will not change unless he can provide proof ofcoverage for the period of time from 08/28/2014 through 12/28/2014. This is in accordance with Elephant’s approvedrating plan.The payment due on 11/28/2014 was $355.55. This amount was properly billed and the policy change that caused theincrease in premium was properly communicated to Mr. [redacted]. Because he charged back a portion of the 11/28/2014payment, Mr. [redacted]’s policy is currently in cancellation. If we do not receive a payment of $185.79 by 12/26/2014 thepolicy will cancel for nonpayment of premium. This amount reflects the charged back amount of $150.79, a $10 latepayment fee and a $25 nonsufficient funds fee.Elephant notes that Mr. [redacted] requested to cancel his policy during an 11/28/2014 call, but rescinded the cancellationrequest on a subsequent call. Should Mr. [redacted] wish to have Elephant call the company(s) that provided him coveragefrom 08/28/2011 to 12/28/2012, he only needs to call in and have an agent place a three way call to the carrier thatprovided coverage.We strive to provide every policyholder with a positive customer service experience. If we can be of any furtherassistance, please feel free to call us at [redacted].Sincerely,[redacted]

My vehicle was rear-ended by a driver with insurance through Elephant. The claims adjuster (Johnny) returned my call the day after the accident and it has been over a week since I have heard from him. I have made several attempts to contact the adjuster, with no response. A simple and timely response could easily keep unfortunate situations from escalating, and possibly generate new clients.

January 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 Mr. [redacted]. I have reviewed the...

policy of our prior policyholder, please see below.           Mr. [redacted] stated he cancelled his policy on November 15th, 2015; however, there is no indication he called or emailed Elephant to cancel. On October 19th, he purchased a second policy with Elephant and on November 10th called to inquire why the payments increased, one of our agents advised due to the mandatory addition of the Personal Injury Protection (PIP). Our agent also advised that if he did not want this coverage, he could return the rejection form and we would remove the coverage. Elephant resent the rejection form via email and while on the phone he confirmed receipt; Mr. [redacted] signed and returned the form on the same day. At no time did Mr. [redacted] inquire or indicate that he was interested in cancelling his policy; and since he signed the rejection form, we have to assume he intended to keep the policy. We at Elephant have a detailed procedure around cancelling policies; so even if a note was not left on the policy we can check the transactional history to follow the agent’s footsteps. If Mr. [redacted] called to cancel, while we would hate to have lost his business, the cancellation would have taken affect. Mr. [redacted] also received documents from us after November 15th and did not call or email to indicate a change was supposed to have been made. 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