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.

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

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]

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

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

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

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

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

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

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

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]

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

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

January 7, 2015
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
[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]
[redacted]
[redacted]

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.

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

[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]

Dear Ms. [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
Mrs. [redacted] and her husband [redacted] called to cancel their policy on 08/01/2014. The policy was cancelled with an effective date of 08/02/2014. Mrs. [redacted] states...

that customer service advised that a bill for outstanding balance would be sent after the cancellation processed and that Elephant would grant thirty days for payment of the overdue amount. Mrs. [redacted] states that the only communication she and her husband received was a confirmation of the cancellation, via email on 08/01/2014. Further, on 09/05/2014 Elephant drafted the overdue amount of $195.15. When Mrs. [redacted] called to question the 09/05 draft, she was advised that the policy contract authorizes Elephant to draft outstanding balances upon policy cancellation. Mrs. [redacted] would like to be reimbursed for half of the overdue amount that Elephant drafted on 09/05/2014, because she and her husband did not receive a final bill. 
I have reviewed the 08/01/2014 call that Mr. and Mrs. [redacted] made to cancel their policy. The customer service agent advised that Elephant would send the final amount due when the cancellation processed. Mr. [redacted] asked if his cancelling the policy would stop the automatic payment that was set for 08/07/2014. The agent advised that the automatic payment would not be drafted once the policy cancelled. The agent explained that Elephant would grant thirty days for the outstanding balance to be paid and that if the balance was not paid Elephant would try to draft the overdue amount from the account on file prior to sending the account to collections. The agent also explained Elephant's collection process to Mr. and Mrs. [redacted] in detail.  
Elephant's collections process starts when a policy with overdue premium cancels. The policyholder receives and email notifying them that their policy has been cancelled, with an attachment detailing the overdue amount. The policyholder is given thirty days to pay the balance. If payment is not received in thirty days, the account goes into collection status. If the account was on auto pay, which is mandatory for all policies on installment plans as of January 2014, Elephant will attempt to draft the overdue amount from the account on file the first Friday after moving to collections status. We attempt to draft payment on this date because it is the business day preceding the account actually being referred to our collection agency. This policy is also detailed in our actual policy documents. 
Elephant's records show that the cancellation confirmation was sent on the effective date of cancellation. Elephant then followed its established procedure for collecting overdue payments, drafting the overdue amount for the 08/02/2014 cancellation on Friday 09/05/2014. Mr. and Mrs. [redacted] received a written copy of this collections policy with their insurance policy. Further, they were specifically told how the policy works by the agent who processed their cancellation. Elephant cannot refund any of the funds drafted to cover the overdue balance, as they are payment for the coverage that we provided and refunding that payment would violate [redacted] rebating laws. 
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] ([redacted]).
Sincerely,
[redacted] [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 our policyholder. The policyholder filed the claim on August 19th, 2017 and said that the claimant vehicle ran a stop sign and hit the insured...

vehicle. A recorded statement was taken on Monday, the 21st. The claimant came out of her car and talked for a bit but then went back in her car and drove away. The police were contacted and a police report was filed. The adjuster also provided an update on the claim on the 22nd. An adjuster contacted the witness and conducted a recorded statement with him on August 24th. Elephant contacted the police department on the same day to try to obtain a police report, but they could not disclose any information to Elephant. The vehicle was found to be a total loss on August 28th. Elephant is proceeding on the total loss process for the policyholder’s vehicle. Determining if uninsured motorist coverage applies is dependent on if the driver can be identified and if the driver had insurance coverage at the time of the accident. Elephant is waiting to obtain a police report to attempt to identify the claimant driver. If the policyholder has additional questions or would like an update on the claim’s status, we recommend that he contact his claims 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, J. L[redacted] Compliance Associate Elephant Insurance Services