Elephant Insurance Services

October 13, 2015  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 for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). I have reviewed the policy...

notes and claims filed by our FPH. The FPH had a loss in August, for which we have a police report on file saying that the vehicle was struck while unoccupied.  Elephant assessed the vehicle and investigated the loss.  The damages sustained by the vehicle are not consistent with it having been struck while unattended.  The officer who wrote the report was not present when the vehicle was struck; he completed the details based on the FPH’s statements. The FPH had a loss with us in December of last year.  We issued payment for damage to the insured vehicle as a result of that loss.  The damage was not repaired prior to this loss; we are unable to pay for the same damage a second time. Our FPH purchased loan/lease payoff coverage in June of 2014.  The vehicle was refinanced in March of 2015 for an amount in excess of that due on the original loan, had those payments been made in accordance with the terms of its agreement.  The difference between the payoff amount that should have been due on the original loan and the actual cash value of the vehicle at the time of loss is less that the total of the collision deductible and the damage from the December loss.  No payment is due under this 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 [redacted] Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

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

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]

December 30th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: Dear Mr. [redacted]:           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the...

concerns of Mrs. [redacted]. I have reviewed Mrs. [redacted]’s file and while there was some confusion surrounding the renewal payment our Customer Service team has rectified the situation and is monitoring the account until she is up to date on her payments to ensure no additional fees are applied. While I certainly understand the inconvenience and frustration of this situation Mrs. [redacted] still owed the October payment as it is part of the policy premium and unfortunately it cannot be waived, this is why we are actively working with her regarding her future payments. Should Mrs. [redacted] still want to change her due date I urge her to let the customer service supervisor she is currently working with know she wants to make the change. 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

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

January 5, 2017 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).  I have reviewed the call...

during which our FPH states that an agent advised that her payment due date would be changed for all future payments. Unfortunately, the FPH misunderstood what the agent told her. The agent advised that the due date could be permanently changed when there was a zero balance due on the policy.  The agent did not advise that Elephant would change the due date at a future time based on the policy notes, the agent advised that the system was not able to change the due date until there was a zero balance.  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

Worst customer service ever. Did not handle my claim appropriately. Was not provided a rental car for the promised time frame. When I asked to speak to a supervisor, I was given the run around. They are crooks

Elephant Insurance is a terrible company. Never ever do a policy with them.
They are ridiculous and they will overcharge you somehow.
After you start the policy with them, they will contact you that underwriting found an issue with your history and increasing the rate. It is like ripping you off, you would have to pay the overcharges or your policy will be cancelled and you will be in trouble for finding another company. I tried to call and solve the problem but the customer service was very poor, especially the supervisor who was very inappropriate.

December 30th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite...

300 Richmond, VA 23236 Revdex.com Case Number: Dear Mr. [redacted]:          Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs. [redacted]. I have reviewed Mrs. [redacted]’s file and while there was some confusion surrounding the renewal payment our Customer Service team has rectified the situation and is monitoring the account until she is up to date on her payments to ensure no additional fees are applied. While I certainly understand the inconvenience and frustration of this situation Mrs. [redacted] still owed the October payment as it is part of the policy premium and unfortunately it cannot be waived, this is why we are actively working with her regarding her future payments. Should Mrs. [redacted] still want to change her due date I urge her to let the customer service supervisor she is currently working with know she wants to make the change.
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

April 22, 2016 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 for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH). I have reviewed the billing and payment history for this PH with senior leadership in our service department. The billing and payment history is accurate and no refund is due to the PH.  Elephant is currently preparing an itemized statement of the account history, which we will send it to the PH.  Elephant has also waived late fees incurred during the PH’s dispute, as a courtesy.  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

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 (FPH). The due date for this policy...

was the 14th of each month.  The October payment was drafted on 10/14/16, not on 10/16/16.  Elephant has refunded all unearned premium to our FPH. 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

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 is deceitful and has not done anything as mentioned in their response.  They provided me with a rental and stopped paying for it on April 1, 2016 with no notification until April 8, 2016.  This caused an outstanding balance of $480.00 with the rental car company.  Elephant has not provided me with any estimates of the damage to the vehicle.  These documents have been requested on numerous times and should be provided without delay.  Elephant Insurance was provided with the case number in question on March 31, 2013 by myself to Leas W[redacted] via email.  Elephant has not been in constant  communication and all communication has been initiated by me.  Elephant Insurance was suppose to provide to me in writing within 15 days of the loss, whether they would need more time to investigate the claim or if they were going to pay the claim.  They haven't provided me with anything.  They have been rude, non friendly failed to pay the claim within the time frame established by the policy.  And frankly lied in their response to the Revdex.com about this complaint.  Elephant Insurance needs to pay the claim that they are liable for coverages for under the contract.
Regards,
[redacted]

January 7, 2015
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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]
[redacted]
[redacted]

April 18th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite...

300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted].  I have reviewed the claim file for Mr. [redacted]. Elephant has been in constant contact with Mr. [redacted] either via email correspondence, letter or by phone. We did advise Mr. [redacted] of the reasons as to why the claim is still under investigation. There are several discrepancies with the facts of the loss he and his partner have submitted to Elephant and we are still trying to corroborate. There were no witnesses and we still have not received the police report number that Mr. [redacted] stated he would send. Additionally, the third party involved in the incident has not been able to be reached in order for us to ask what happened that morning. One of our claims supervisors and the handling adjuster for his claim has addressed his concerns on several occasions. With regards to his rental vehicle, Mr. [redacted] has exhausted the limits his personal auto policy contract allows and as a result we are no longer able to provide payment for a rental 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, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Dear Ms. [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the policy and billing history for our policyholder. Mr. [redacted] requested on January 12th, 2017 to reschedule his regular monthly payment of $[redacted] from his due...

date on the 17th to January 27th. Elephant notified Mr. [redacted] on the 13th that his January 17th payment had been rescheduled to the 27th a $[redacted] late fee would apply to his policy if his payment was more than two days past the due date, i.e. January 17th. Elephant also notified Mr. [redacted] in the same e-mail that if the payment on January 27th was unsuccessful, a $[redacted] non-sufficient funds fee would be applied to his account. Mr. [redacted] received an e-mail on January 18th stating that his payment was past due, and he sent an e-mail on the 18th asking if his payment was past due. On January 20th, Elephant e-mailed Mr. [redacted] and advised that his payment was scheduled to draft on January 27th for $[redacted] and that a late fee of $[redacted] would be applied if the payment was more than two days past due, i.e. later than the 19th, and that a $[redacted] non-sufficient funds fee would be applied if the January 27th draft did not go through. On January 23rd, a non-payment cancellation letter was generated and mailed to Mr. [redacted] stating that a payment of $[redacted] must be made before 12:01 A.M. on February 6th to stop the policy from cancelling. On January 27th, the draft that Mr. [redacted] requested for $[redacted] attempted to draft, but it failed, so a $[redacted] fee was assessed on Mr. [redacted]’s account. Per the non-payment cancellation notice that was sent, a payment of $[redacted] before 12:01 A.M. on February 6th will stop Mr. [redacted]’s policy from cancelling. Elephant e-mailed Mr. [redacted] on the 30th stating that the draft on the 27th failed and that the total amount due to Elephant at that time was $[redacted] and that, per the non-payment cancellation notice, Elephant required a payment of $[redacted] to be made or the policy would cancel at 12:01 A.M. on February 6th, 2017. Elephant has attempted to contact Mr. [redacted] via phone regarding his billing; however could not reach him. We encourage him to call customer service should he have additional questions regarding our billing process. 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

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 (FPH). This loss occurred on 08/28/16 and a settlement offer was made on 09/16/16. Elephant’s file reflects that we requested the vehicle’s title and a letter of guaranty on: 09/16/16, 09/22/16, 09/28/16, 09/30/16, 10/06/16, 10/10/16 and 10/13/16.  Elephant received the documents on 10/17/16 and issued payment on the same day.  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

May 23rd, 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 March 7th, Ms. [redacted] called Elephant and advised that while her car was parked in the parking lot at work, she came out and saw that her vehicle was hit by an unknown driver. The incident happened on March 4th, three days prior to her calling us; she had not called the police to file a report. This requirement is listed as part of her duties per the policy contract to file a claim under Uninsured Motorist coverage. A copy of her policy contract was not only sent at time of sale but also on her renewal. When Ms. [redacted] spoke with our claims adjuster he did advise that we could start the claims investigation under Collision coverage and should she obtain a police report after the fact, his supervisor would review and if she approved it we could re-categorize the coverage under Uninsured Motorist coverage. Ms. [redacted] indicated she understood that this was a possibility but not a guarantee.
          With regards to her initial claim with Elephant that was categorized as an uninsured motorist claim, there were witnesses that saw the accident happen and with their help we were able to find the person that hit her vehicle; however when we called their carrier, we found out that coverage was not in force resulting in it being covered under Uninsured Motorist coverage; the main difference between the two claims. 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

April 15, 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]. Ms. [redacted] Virginia Auto Policy...

includes Towing and Labor Coverage.  This coverage is detailed in form PP 13 55 06 00 and in the corresponding insurance identification card.  This coverage is state promulgated and covers the following 5 perils: 1) Towing, 2) Battery Jump, 3) Flat Tire, 4) Fuel Delivery and 5) Lock Out.  Ms. [redacted] cites information contained on Elephant’s website, stating that delivery of fluids is detailed as covered.  This website provides all possible coverage options, the provisions of Ms. [redacted]’ Elephant policy determine the coverage provided to her. We regret the misunderstanding; however we are unable to provide coverage outside of that detailed in our 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, [redacted] Product Compliance Specialist 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