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!

Dear Ms.[redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
In her complaint, Ms. [redacted] states that Elephant has increased her rate and changed her due date. Ms. [redacted] states that she was forced to accept coverage, which costs $60 and...

that she had previously opted out of, and that Elephant has changed her due date so that we can lapse her policy.
 Ms. [redacted] purchased her first policy for a term of 07/05/2013 through 07/05/2014. The policy was issued with bodily injury and property damage liability, uninsured/underinsured motorists and Guest Personal Injury Protection. Ms. [redacted] added Roadside Assistance Coverage on 08/19/2013. During her first policy term, Ms. [redacted] added and subsequently removed a vehicle. This policy term was in cancellation status at the time it expired, due to nonpayment of premium.
On May 11, 2014 Ms. [redacted]’s renewal offer was sent, along with an invoice. We did not receive payment by the 07/05/2014 due date and the renewal was flat cancelled. Ms. [redacted] contacted Elephant on 07/26/2014, to make payment and have her policy rewritten. Ms. [redacted]’s policy was rewritten with coverages identical to her expiring policy. I am attaching the declarations pages for the two policy terms, so that you may see that the coverage provided is identical.
Ms. [redacted] also states that Elephant changed her due date, from the third of the month, and send her a demand for $127 by the 23rd of the month. Since her policy incepted, Ms. [redacted] has been invoiced on the 16th of every month. When the policy was in good standing, the invoices showed a due date of third of the following month. When the policy was in arrears, the due date on the invoices showed as immediately. The demand for $127 by 09/23/2014 was a notice of cancellation, for nonpayment of the prior months invoice. 
Our systems show that Ms. [redacted] made the required payment on 09/23/2014. The policy had already cancelled, however Elephant reinstated coverage with no lapse. We respectfully submit that we did not change coverages or due date. We regret that Ms. [redacted] had an unpleasant customer service experience and apologize that we could not explain the billing to her satisfaction. 
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]

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.It still looks like there was a collision although it says it was "No Fault." In [redacted] and in most places, you pay a higher rate when you have been involved in a collision; whether you were at fault or not. It should be removed or say "False Claim," because that's what it was.Since I'm still not satisfied, I will file a complaint with the [redacted] Insurance Administration.
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

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

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]

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]

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

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]

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

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 .

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

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

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]

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 1, 2015 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 policyholder (PH).   Elephant has removed this PH and...

the vehicle that was traded in from the child’s policy, effective 10/14/2015.  The child’s policy received a credit of $585.15.  This credit will satisfy the payment due on 12/9/15.  The remainder of the credit will be applied to the remaining payments.  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, CMP Product Compliance Specialist Elephant Insurance Services

I was hit by a customer of elephant insurance and had nothing but terrible service. The adjuster Mr. H[redacted] is extremely rude and even want as far as mocking me. It's been over a week and I have not received any service to my car.

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns.
The policy holder, [redacted], began a policy with Elephant effective 9/9/2011 under policy [redacted]. He began his renewal policy [redacted], his 3rd term with Elephant,...

effective 9/9/13.
Elephant's first policy term with [redacted] was relatively uneventful. However, when the policyholder reached his first renewal entering term 2, he called in on September 8,2012, upset that his premium was changing. The agent explained that his policy was renewing under the current renewal rates filed with the Bureau of Insurance, which were a bit higher. The policyholder accused Elephant of fraudulent activity because he didn't like the rate increase, that he was now being billed monthly, he didn't like Homeowner's customer service, and escalated to a supervisor. The supervisor explained that [redacted] had paid one annual payment last term and could continue to pay in 6 month or by one annual payment; he was simply being billed showing a monthly payment option.
On February 5,2013, the customer called in upset again because he thought he had paid for 6 months but had gotten a statement for $78.75 premium due. He was upset no one had called him and he had gotten an email. The agent advised that he was receiving a paperless discount, which meant his statements came to email, and that our agents don't make outbound calls to customers to collect premiums. [redacted] asked if there was an office he could go to. [redacted] was advised that Elephant is a direct to consumer insurance agency, and as such, could be reached by phone or online, but there are no offices. [redacted] demanded another supervisor, and then demanded an apology directly from the CEO for what he described as "scamming business practices." Elephant CEO [redacted] was available and returned a call to the customer on February 5 with Operations Manager [redacted] to further explained the billing system. Some invoice fees were waived as a one-time courtesy because the customer agreed to begin paying his invoices by check on a monthly basis.
The policyholder did not send his past due amount as agreed and cancelled for non-payment. He called in on March 9, 2013 and was upset and irate with one agent, then again demanded a supervisor, then escalated again to Operations Manager [redacted] who again attempted to explain billing to the policyholder. The policyholder seemed to understand the explanation and then paid the past due amount to reinstate his policy.
From this point forward, [redacted] began attempting to call the customer on the 9th of each month to explain billing and accept payments in hopes to spare agents from his stressful behavior because our automated phone payment system had to be shut down for revamping and this seemed to be something that upset [redacted]. This did not always spare agents, as [redacted] would continue to call in with questions and conduct himself rudely and unprofessionally, making statements like on 5/11/13 to agents such as, "you could be the next victim of violent crime" when he became irate with their service and [redacted] was unavailable to personally take his calls.
However, his behavior and threats have continued to escalate. On September 3,2013, [redacted] wrote an email to [redacted] stating the company was lousy and he wanted the CEO to call him or "even better meet with" him, and quote, "Maybe I just need to report this BS to the Revdex.com !! I want to hear from him SOON !!" [redacted] contacted him, resolved his current issue and collected 6 months premium.
When he came due for payment again, [redacted] called again on April 9, 2014, escalated to [redacted] and once again demanded to speak to the CEO over his continued billing dissatisfaction, Unfortunately, there were not billing issues, simply [redacted] not understanding the billing process, which is the same system used for all other customers.
On May ,2014, [redacted] tried to contact the policyholder to collect payment and was unable to reach him. [redacted] called on May 15 and did let an agent collect payment, but not before arguing over the payment plans, his "billing issues", our advertising, and quality of customer service.
On June 25,2014, [redacted] called [redacted] personally to let him know that she was leaving the company and that other members of service would be happy to assist him with his payments around the 9th of each month until his policy renewed and he could be placed on auto pay. No other customers received this type of call, which was a special effort by [redacted] made only to attempt to keep [redacted] satisfied.
On July 10,2014, [redacted] called again demanding to speak to the CEO because he did not make his payment on the 9th and was afraid he would be cancelled. On the 10th, supervisor [redacted] called him attempting to take his payment because she had been unavailable on the 9th. [redacted] would not talk with [redacted] and began arguing about the billing with her. He escalated to another supervisor, [redacted]. He wanted to pay his entire balance due on the August 9 payment, and as he was near his final policy payment, they were able to approve this. However, a payment technically was due on July 9, as several agents he contacted had tried to explain.
On July 29,2014, Call lD [redacted] called our Customer Service Department inquiring if [redacted] was available. He was advised [redacted] shift does not begin until 1PM, to which he responds, "No wonder she is useless." He asks to speak to her supervisor. A supervisor, [redacted], takes the call. He states he cannot get assistance since the Operations Manager [redacted] left. [redacted] complains that he has requested proof of insurance and has not received it. The supervisor points out that it was sent by email and he stated to the agent he received it. [redacted] says he cannot open the attachments and he requested by mail. Supervisor states that there was never a request to send by mail. He begins to complain about not receiving documents requested and threatens legal action. He then asks about billing issues. [redacted] tries to explain the billing. The customer begins yelling at the supervisor, not allowing her to explain or help. He continues to yell over anything the supervisor says and begins to threaten legal action and contacting the Revdex.com and news stations with "proof" that he cannot receive service. The supervisor patiently tries to respond, over which he continues to yell demands that the CEO be put on the line, demands an address to come have a sit down and make his complaints. He then begins to curse our agent and yell louder at the supervisor. The supervisor patiently deals with the customer, despite him insulting her intelligence, stating she has no brains, continuing to curse. The supervisor request he respectfully provide a phone number in a professional manner, or she will disconnect the call. He ceases yelling for one moment to provide a phone number, then begins yelling again calling the agent an it. The supervisor thanks him for providing the information and says she is disconnecting the call and wishes him a great day. He calls her an it before she disconnects.
On August 8,2014, supervisor [redacted] attempted to call [redacted] to assist him with his final policy term payment, as the 9th was a Saturday. He began yelling at her stating he was waiting for the CEO to call him as that he has reported us to the Revdex.com, [redacted] advised that she was only calling to assist him with his payment and did not wish to discuss the CEO. He continued to scream at her, so she advised that she was disconnecting the call due to his abusive and foul language.
After reviewing the most recent recorded customer service calls, our CEO has decided he will have no further discussions with [redacted] at this time. We do not have face to face meetings with any customers and would be reluctant to do so at this time with [redacted] due to his customer service history. It has been 2 years since the customer began complaining about Elephant service, threatening to cancel and take his business elsewhere, threatening legal action, Revdex.com complaints, and contacting the news. He has now escalated into threats and harassment of our service representatives through his rude behavior, as reflected in the recorded calls.
If [redacted] truly believes that Elephant customer service is not acceptable, why does he continue to insure with the company almost 4 years later? Elephant employees have gone above and beyond to attempt to provide [redacted] with exceptional customer service, but there is no appreciation ever given for these efforts. Additionally, Elephant will not continue to let this customer be rude, unprofessional, and irate with our agents who have tried desperately to provide a high level of customer service to [redacted], despite his unwillingness to treat them with the respect they deserve.
[redacted] is currently delinquent $54.30 ($44.30 in premium due and a $10 late fee). His policy term was to run through 9/9/14, but with the current delinquency, [redacted] has only paid equity through August 10 and is set to cancel for nonpayment on August 28,2014. This will leave a balance due if the attached Notice of Cancellation for Non-Payment of Premium invoice is not paid in full by the cancellation date.
If the remaining balance is not paid by the cancellation date, [redacted] will also not be renewed for his fourth term. If [redacted] makes his payment and chooses to renew, he will owe a down payment on his renewal policy as well because he did not make his renewal payment on time (30 days in advance) due to the current policy's delinquency. However, should [redacted] renew, Elephant customer service representatives will no longer be contacting [redacted] personally to  collect his payments. He will be treated like all other customers who pay their bills on their own initiative and either pay his invoices when emailed or set his account up for auto payment.
The cheapest and easiest alternative for [redacted] to pay without having to understand billing is to pay the past due balance of $54.30 for the current term and his renewal annual premium in full of $503.95 ($496.96 + $7 invoice fee). If [redacted] wishes to have me personally collect his payments and set up his renewal policy, he may contact me at [redacted] extension [redacted]. If I am not available and he leaves a message, I will return his call as quickly as possible.
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

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.
Policy number [redacted]
Regards,
[redacted]