Elephant Insurance Services

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of ***I have reviewed the claim file for our policyholderThe policyholder’s vehicle was initially found to be repairableElephant received an estimate on the cost of repairs on February 27th, reviewed and approved the estimate, and issued a check for repairs on March 1stThe policyholder then called on March 29th to advise that the remote start feature was not workingThe policyholder stated that she wanted to go to her dealership to get a diagnostic test done, and the adjuster requested that the policyholder send Elephant a supplemental estimate on the cost of additional repairs.Elephant received the supplemental estimate on May 22nd, and the cost of the additional repairs qualified the vehicle as a total lossThe total loss adjuster reached out to the policyholder on June 6th and on June 8th to discuss the total loss process, but the adjuster received no responseBetween May 26th and June 13th, Elephant was also contacting the body shop to determine the costs from the initial repair could be recovered and if the repairs had been completedThe shop advised that they had completed the work, and Elephant needed to contact the policyholder to confirm that the work had been completed.Upon reaching the policyholder on June 13th, Elephant was able to confirm that repairs on the vehicle from March 1st had been completedWith this information, the total loss adjuster determined that it would be best to settle the claim as isThe calls made by the adjuster were all made to obtain information necessary to process the claimThe claim was closed on June 13th, and the adjuster currently does not need to further contact the policyholderWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) 218-Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

March 13th, Revdex.com Case Number: [redacted] Elephant Insurance Company (Elephant) received your letter dated March 7th, requesting documentation and explanation for the complaint filed by Jerome [redacted] regarding the balance owed following the customer-initiated cancellation of the above referenced policyElephant first spoke with Mr [redacted] regarding his billing on 2/23/2018, when he called to find out why his upcoming bill was higher than expectedThe agent explained that, in accordance with the “Payment FAQs” document included with the issuance of every policy, a $**NSF fee applies once we have been unable to successfully draft a scheduled payment on the due dateAs the funds for Mr [redacted] ’s January payment were not available for Elephant to draft until the day after the payment was due, a $**NSF fee applied to Mr [redacted] ’s accountThe agent attempted to explain further and present the option for Mr [redacted] to permanently change his due date, but Mr [redacted] disconnected the call before this offer could be madeThe next day, on 2/24/2018, Mr [redacted] called our loyalty department to cancel his policy, stating that his vehicle was no longer runningMr [redacted] also expressed that he did not feel that our fee schedule was properly communicated to him because he never received a hard-copy mail out, and the agent explained that Mr [redacted] ’s policy documents were sent to him via his e-mail address on file, based upon Mr [redacted] ’s election to receive our paperless discountIn an effort to help Mr [redacted] avoid potential fees from the DMV, the agent notified Mr [redacted] of the importance of keeping an active insurance policy for registered vehicles in Virginia, and offered to waive the $**NSF fee under the condition that Mr [redacted] would retain the Elephant policy for his vehicleIn addition, he offered to provide Mr [redacted] a 10-day extension on his February payment and waive any fees applicable to that paymentMr [redacted] declined the loyalty agent’s offers and opted to continue with the cancellation of his policy, which the agent scheduled to take place 2/25/at 12:AMBecause Mr [redacted] did not accept the agent’s proposal, the $**fee from the January payment still applied to the upcoming February draft—although the originally scheduled draft amount automatically updated to reflect the cancellation, a prorated premium balance was still owed in addition to the prior NSF feeIn accordance with our Payment FAQ’s, Elephant is authorized to charge the automatic payment method on file in an attempt to collect any remaining balance due after cancellation, and the balance may accrue further fees once the debt is transferred to a collections agencyCollections action has been avoided, as Mr [redacted] ’s debt to Elephant has been collected successfully and the balance is fully resolved; as such, no additional fees shall apply to Mr [redacted] ’s account, nor will any future Elephant drafts occurWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) [redacted] Sincerely, Gina K [redacted] Compliance State Manager Elephant Insurance Services

January 13th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: 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 cancelOn 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 coverageElephant resent the rejection form via email and while on the phone he confirmed receipt; Mr [redacted] signed and returned the form on the same dayAt 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 policyWe 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 footstepsIf Mr [redacted] called to cancel, while we would hate to have lost his business, the cancellation would have taken affectMr [redacted] also received documents from us after November 15th and did not call or email to indicate a change was supposed to have been madeWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni [redacted] Product Compliance Specialist Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss PearsonI have reviewed the policy and billing history for our policyholderThe policyholder did call in to request a late payment arrangement on March 25th, but the transaction was not processed in our system, so the regularly scheduled occurred on March 30thThe policyholder called in on March 31st to say that the payment had drafted, and the agent advised a refund could be sent, but the system would not be able to send a refund for the full amount of the March 30th paymentElephant has reached out to the policyholder, waived the fees on the account, and requested that the policyholder send a running bank statement to show that Elephant overdrafted her account so that Elephant can refund the policyholder’s bank overdraft feesIf the policyholder has additional questions, we recommend that she contact Elephant’s Customer Service departmentWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877- [redacted] (1-877-***-***)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder [redacted] *** Elephant’s policy provisions allow us the option to use replacement parts that are of like kind and quality [redacted] vehicle was more than months old and had more than 12,odometer miles at the time of loss, which qualifies it for installation of LKQ parts The following chronology is taken from Elephant’s claim notes: 10/02/ ? Date of loss 10/03/ ? Insured reported loss ? Adjuster sent assignment to Direct Repair Shop to begin repair process & set up rental for insured due to vehicle being non-drivable 10/07/ ? Insured called and advised he no longer wanted to use [redacted] because he wanted all [redacted] parts to be used on his vehicleInsured advised he moved vehicle to *** ? Adjuster advised insured due to IV being more than months old & having over 12,LKQ or reconditioned parts would be used 10/10/ ? Innovation approved initial estimate $LESS $ deductible = $ ? Insured wanted the [redacted] estimate reviewed 10/21/ ? Sent independent appraiser to [redacted] to re-inspect vehicle due to initial estimate and ***’s estimate difference (***’s estimate = $10,LESS $ deductible = $9830.81) 10/23/ Sent [redacted] a copy of the approved estimate ? Insured spoke with a supervisor regarding proceeding with repairs ? Insured advised he wanted all [redacted] parts ? Supervisor advsd insured [redacted] parts could be used pending he pay the difference of the LKQ & OEM parts ? Insured did not wish to pay for the difference and would not authorize repairs unless Elephant agreed to pay 100% for [redacted] parts ? Supervisor advsd insured we would pay LKQ price Supervisor also advsd insured if he was not going to proceed with repairs we would need to end the rental Offered to allow insured to keep the rental for an additional hours ? Insured and insured’s attorney requested a denial letter stating Elephant was denying the claim ? Supervisor advsd Elephant was not denying the claimAdvsd we would cover the loss as a collision loss with a $deductible and pay for the price of LKQ or aftermarket parts ? advsd again of option to proceed w/ [redacted] parts and insured pay the difference - insured said he was denying that request 10/24/ ? Insured spoke with [redacted] regarding his request for [redacted] parts ? CM advsd insured we would work off of the approved estimate and not the request for all OEM parts ? CM explained the appraisal clause to insured and insured’s attorney, the attorney wanted to take that option 10/28/ ? Insured called with name of independent appraiser 10/29/ ? [redacted] confirmed receipt of independent estimate [redacted] insured’s attorney IV was a prior total loss and due to this we would hold off on sending out an IA until TL figures were complete 10/30/ ? Confirmed vehicle would be deemed TL ? CM ok’d rental to be extended addtl days and to reimburse ni for the fee paid to the independent appraiser he hired ? Total Loss adjuster spoke with insured and went over the total loss process and settlement ? Set rental for last day of 11/3/ ? Insured called TL adjuster back and advsd he did not agree with the TL settlement ? TL adjuster advsd we would accept any information insured would like to send showing the value should be greater 11/03/ ? Insured left voicemail for TL adjuster advising he had an independent appraiser coming out to appraise his vehicle to determine the value Please note that the rental reimbursement that Elephant has provided through 11/03/is in excess of [redacted] policy limits for the coverage We authorized additional days of coverage to allow our insured the opportunity to have his vehicle inspected independently Elephant strives to provide the best quality service to current and potential customers while adhering to all regulations of the [redacted] Department of Insurance in our operations Should you have questions or need additional assistance, please do not hesitate to contact me at *** [redacted] extension*** Sincerely [redacted]

May 24th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs***On January 7th, Elephant mailed out via U.SPost and emailed a nonrenewal notice effective for February 26th, to the address and email address on file indicating we needed underwriting information on Mrs***’s son; when we did not hear back from Mrs [redacted] prior to the due date the policy non-renewedWhen Mr [redacted] called in approximately two weeks later we advised that we could review the policy and see what we could do to reissue the policy; as we could not reinstate since the policy had lapsed for two weeksWe did reissue the policy in error as the system was keyed incorrectly; however no payment was debited and the policy was cancelled flatUnfortunately, we cannot back date the renewal to prevent the lapse from occurring as the proper policy documents were sent and the policy was correctly handled We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the claims file for our policyholderOn January 26th, our total loss adjuster called Miss [redacted] , left a voicemail, and e-mailed her that her vehicle was found to be a total loss Our adjuster informed Miss [redacted] that he would require the lender’s name & phone number, the loan number, and an original power of attorney signed by all persons on the title if Miss [redacted] elected to turn her total loss vehicle over to ElephantOn February 7th, Miss [redacted] called and said that she was concerned with how long it would take Elephant to tow away the total loss vehicleThe total loss adjuster sent a request to pick up the vehicle and told Miss [redacted] that Elephant requires a signed paper copy of the Power of Attorney form for her vehicle, in accordance with [redacted] state lawSince the form has a carbon copy, it cannot be faxed or e-mailedOur adjuster offered to have an Elephant appraiser in [redacted] send the physical form to Miss [redacted] to expedite the processThe field appraiser mailed the document to Miss [redacted] Miss [redacted] sent an e-mail on February 27th asking on the status of her claimOur total loss adjuster informed Miss [redacted] that we still required a signed Power of Attorney formThe adjuster offered to mail the document again and also said that Miss [redacted] can pick it out at a local dealershipThe adjuster stated that the document needed to be signed and mailed to the correct address, which he provided via e-mailOn March 15th, despite not having received the power of attorney form, which Elephant needs to process the claim, Elephant issued the payment for the vehicle to Miss [redacted] ’s lienholder to help Miss [redacted] If Miss [redacted] has specific questions regarding her claim, we recommend that she contact her total loss adjusterMiss [redacted] can call into our Customer Service department to remove the total loss vehicle as of the date of lossWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-***-***Sincerely, JL [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 licenseI would also like a tracking number for the certified letter that was mailed to meI 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 previously mentioned itemsPlease be aware that due to the negligence of Elephant- I drove hours uninsured- had I been pulled over or had an accident- this would be an entirely different conversation Regards, [redacted]

April 18th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the claim file for Mr*** Mr***’s [redacted] was damaged in a hailstorm and as a result was deemed a total loss since the repairs would have cost more than what the vehicle is worthMr [redacted] and our adjusters discussed the claims process on several occasions in particular, how Elephant determines the actual cash value in total loss settlementsAfter several conversations with Mr [redacted] he and our claims adjuster have reached an agreement regarding the settlement value of his vehicleWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services

July 6, Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimant, (***) 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 claimantsElephant did experience system outages between 06/03/and 06/08/ 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/and Elephant made a settlement offer on 06/17/16, this is a reasonable time frame Elephant did invite the [redacted] to provide documentation to refute our total loss offer The [redacted] 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 experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, CP Elephant Insurance Service

October 11th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the claim file for the claimantThe medical release that the claimant signed stated that the money reserved was for “treatment within days after the date of the accident,” which occurred on July 29thThe 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 days allotted is more than weeks from the date of signature of the agreement on August 7thElephant has honored the agreement by paying for treatment related to the accident up to the date specified on the medical releaseIf the claimant has additional questions, we recommend that he contact his adjusterWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) 218-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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] [redacted] states that Elephant changed the amount of her payments without her knowledge and that we assessed nonsufficient funds fees [redacted] states that a representative from her bank advised her that Elephant did not attempt to process the transaction that incurred the nonsufficient funds fee Further, [redacted] states that customer service advised that she was being charged for her prior policy and that she should disregard Elephant’s notice of intent to cancel for overdue premium Finally, [redacted] states that customer service representatives did not return her calls as promised The amount of [redacted] ***’s payments changed because the account became past due and incurred fees The amounts that Elephant drafted or attempted to draft were all invoiced to [redacted] days prior to the first attempt to draft the amount The payment amount first increased because fees were assessed and secondly because multiple installments were owed The amount due increased again when [redacted] charged back multiple payments The charged back payments were for insurance coverage that Elephant had already provided [redacted] *** Regarding [redacted] ***’s statement the Elephant assessed fees without attempting to draft a payment are not consistent with the transactions reflected in our billing system [redacted] ***’s current policy incepted on 06/20/after the prior policy cancelled for nonpayment of premium on 06/09/ [redacted] was held accountable for the bad debt associated with the prior policy This is in accordance with Elephant’s established procedures; we will not extend new coverage to a prior policy holder who has bad debt with us Elephant’s policy notes do detail that multiple service agents failed to return calls to [redacted] ***, as promised We regret our failure to follow through and apologize for this [redacted] notes that she was advised that the only payment option given to her was auto pay and states that this was not the case earlier in the year This is correct When Ms [redacted] started a new policy on 06/20/Elephant had implemented revised billing procedures We require policyholders who are paying via more than installments to sign up for automatic payments I have reversed all late and nonsufficient funds fees assessed to [redacted] ***’s account to date, and had the billing corrected so that all future installments are equal I, as well as our customer service department have been attempting to contact [redacted] since the receipt of this complaint To date [redacted] has not returned our calls, despite my advising that we needed to hear from her by today [redacted] ***’s account is past due and we have not received apayment since 08/21/ I had placed a hold on the billing account, to avoid the policy canceling prior to the resolution of this complaint I removed the hold today, as I advised [redacted] that I would in my 11/06/voice message The policy is still in delinquency and is set to cancel for nonpayment of premium on 12/01/ 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]

[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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]

November 22, Revdex.com Case Number: [redacted] Thank you notifying Elephant of the concerns of our policy holder (PH)Elephant made a settlement offer to the PH in a timely manner The claim was not handed off because Elephant dropped the ball; rather it was transferred to our total loss team Elephant does not have record of numerous requests to speak to a manager or supervisor The PH caused delay in Elephant issuing payment while considering the option to retain the salvage vehiclePart of the total loss settlement process is Elephant and the PH agreeing to a valuation of the totaled vehicle Elephant sent a valuation report and settlement offer to the PH on 6/17/ This information was accompanied by instructions directing the PH to carefully review the options considered in establishing the value of the vehicle Unfortunately, the PH did not advise Elephant that options were missed in the valuation at that time When the missed options were pointed out, Elephant promptly issued a supplementary paymentElephant strives to provide the best quality service to current and potential customers while adhering to all regulations in our operations Should you have questions or need additional assistance, please do not hesitate to contact me Sincerely, CP Elephant Insurance Services

Dear [redacted] I am writing to provide additional information to my 11/14/response, to the referenced complaint [redacted] called Elephant around P.Mon Friday November 14, A customer service representative explained that we had corrected the billing on the account and detailed present and future amounts due [redacted] paid the past due amount and stopped the pending policy cancellation At this time we believe that we have resolve [redacted] concerns Please advise if this is not the case Thank you for your time We strive to provide every policyholder with a positive customer service experience If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted]

Dear Ms [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss FisherI have reviewed the policy and billing history for our policyholderMiss [redacted] policy was set to cancel on February 23rd, due to Miss [redacted] declining to submit necessary information for underwriting her policyElephant mailed notice of this cancellation to Miss [redacted] on February 3rd, As Miss [redacted] stated, a payment was not made on her due date of February 8thBecause Miss [redacted] was afforded coverage to February 23rd and the policy was still in-force, the system attempted to draft the regularly scheduled monthly payment of $ [redacted] , and when it was unable to do so, it levied a $ [redacted] late fee on Miss [redacted] accountThe system drafted the late payment on February 17th, 2017, on which day Miss [redacted] requested a refundMiss [redacted] called in on the 23rd and asked why the refund amount was only $***The agent advised her that the system issued a refund for $ [redacted] because the other $ [redacted] was owed to Elephant for providing insurance coverage to February 23rd and for the late fee due to nonpayment on the due date of February 8thMiss [redacted] stated that she should at least be refunded the late feeThe agent advised that they would process the refund to Miss [redacted] and advised that the refund would arrive within 7-business days, but the transaction was not successfully processed in our systemMiss [redacted] called on March 8th, checking on the status of the refund because the refund still hadn’t arrivedAnother agent checked the system and caught that the fee had not been reversed and reversed the fee while on the phone with Miss [redacted] in addition to rushing the refund requestThe refund has cleared Elephant’s billing systems and has been issuedElephant apologizes for any inconvenience to Miss [redacted] due to the delay in her refundWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

January 18th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***I have reviewed the policy for our prior policyholderOur Customer Service department has reached out to Ms [redacted] to resolve the situationCurrently we are awaiting a return phone call to review her options so we can properly process her request and ensure she will not be in a lapse of coverageWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni [redacted] Product Compliance Specialist Elephant Insurance Services

Revdex.com: I have reviewed the 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 have attached our policy with this response, no where in our policy does it state that we would be at the mercy of an agents discretion of "reasonable repair time." Our policy is in black and white we did not reach the maximum days or cost of what we are allowed in our policy for rental coverageWhen we signed up with Elephant we agreed to pay Elephant monthly for them to provide auto insurance for our familyWe held up our end by keeping up to date with payments and following our consumer guidelines as our policy states when an incident occurs, unfortunately Elephant did notThe auto shop we chose, as we are entitled to do, needed to submit a supplemental claim for damage they found after the initial diagnosisElephant at that time failed to factor in the extra work and left the "reasonable repair time" as it was from the original claimThe only answer we received when trying to find out why they were not following our policy was "sorry you used an out of network repair shop." Since we had to pay out of our own pocket for the rental car (days of the rental was paid by me) when we had a remaining we would like to be reimburse Regards, [redacted]

May 24th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs***On January 7th, Elephant mailed out via U.SPost and emailed a nonrenewal notice effective for February 26th, to the address and email address on file indicating we needed underwriting information on Mrs***’s son; when we did not hear back from Mrs [redacted] prior to the due date the policy non-renewedWhen Mr [redacted] called in approximately two weeks later we advised that we could review the policy and see what we could do to reissue the policy; as we could not reinstate since the policy had lapsed for two weeksWe did reissue the policy in error as the system was keyed incorrectly; however no payment was debited and the policy was cancelled flatUnfortunately, we cannot back date the renewal to prevent the lapse from occurring as the proper policy documents were sent and the policy was correctly handledWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services