Elephant Insurance Services

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the claim file for the claimant. The claimant reported the claim on May 16th, 2017, and was advised that Elephant would contact her before the end of business...

on May 17th, 2017. The claimant called the claims department at 11:43 A.M. on May 17th. The claimant called again on May 19th, and the adjuster explained that Elephant needed to contact our insured for a recorded statement before proceeding on the claim. The adjuster also explained that if the claimant would like to expedite the process, the claimant has the option of filing through their insurance company, and Elephant can contact the claimant’s insurance company on our findings of the claim to potentially assist with covering any deductibles that the claimant may have. The adjuster also explained the claims process on May 23rd explaining the outcomes if the insured did contact us and if the insured did not. Elephant called the number provided by the claimant to reach the insured multiple times. On May 25th, Elephant was able to get a recorded statement from the insured and was able to move ahead on repairs to the claimant’s vehicle. If the claimant has specific questions about the claim, we recommend that she contact her 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

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

September 2nd, 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 August 25th, Mr. [redacted] was involved in an incident with our insured and on August 26th, he gave his recorded statement regarding the facts of loss. In speaking with him we also advised that the handling adjuster would contact him within three business days; he understood. On August 26th, our adjuster was able to reach Mr. [redacted] and schedule an inspection for the following Monday, August 29th. We received the estimate for repairs the same day; however, had not reached our insured to obtain a more detailed statement. At this time Mr. [redacted] inquired as to what would happen if we could not reach our insured and we advised the claim would be denied for non-cooperation and that he could file through his own carrier. We also advised that this is unlikely as it had only been 4 days since the incident. On August 31st when we still had not heard from our insured, we listened to the first notice of loss call when our insured initially called to file the claim and used the facts to determine fault. On September 1st, Mr. [redacted] called for a status update and advised he had a repair facility he wanted to use but did not have the contact information with him. Elephant advised once he had that information to send it to us so we can proceed with repairs. We are currently waiting for this information. 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 M. S[redacted] Product Compliance Specialist Elephant Insurance Services Tell us why here...

Elephant's underwriting process, agreed to by Mr. [redacted] at the time of purchase, showed two lapses in coverage within the last 3 years.  Mr. [redacted] has verified coverage for one of those lapses in an acceptable form and has not verified the other in an acceptable form.  We are in receipt of the mentioned regulatory complaint.  We will update this complaint upon a resolution with the state.Thank you.

May 26, 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] purchased her policy online on 3/12/15, for an effective date of 3/13/15.  Elephant provided policy documents, detailing the coverages provided and their corresponding premiums, at the time of sale.  The policy notes reflect that Ms. [redacted] emailed Elephant, also on 3/12/15, for a quote to add a second vehicle to the policy.  Customer Service responded to the email, asking Ms. [redacted] to call in for a quote.  Ms. [redacted] did not call and the vehicle was not added. The first time that Ms. [redacted] called Elephant was on 3/24/15, after the 3/22/15 accident.  Our policy notes reflect that agents explained that the policy did not provide comprehensive or collision coverages on the following dates: 3/24/15, 3/26/15, 4/1/15, 4/15/15 and 5/6/15.  Ms. [redacted] has provided a recorded phone call to us.  Ms. [redacted] stated that this call is between her and one of Elephant’s agents.  Elephant’s management team reviewed this call with our special investigation unit and determined, for numerous reasons, that the person speaking to Ms. [redacted] on the call is not our agent.  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

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 (PH). This loss was reported to...

Elephant on 06/22/16 by the FPH’s lienholder, after the vehicle was repossessed with damage. The FPH advised the lienholder that the damage occurred on 03/16/16 and that he did not report it to Elephant. The FPH did send Elephant an email regarding the damage, but was unable to provide us with a recorded statement. Because we did not have a recorded statement we required an affidavit of loss, so that the date on which the loss occurred could be certified. The FPH provide the affidavit of loss on 10/12/16 and Elephant paid the lienholder for the damage on 10/13/16. 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

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].
Mr. [redacted]’s 2007 [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 worth. Mr. [redacted] and our adjusters discussed the claims process on several occasions in particular, how Elephant determines the actual cash value in total loss settlements. After several conversations with Mr. [redacted] he and our claims adjuster have reached an agreement regarding the settlement value of his 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

December 19, 2014[redacted]Dear [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have...

reviewed the policy and billing history for our prior policyholder. [redacted] called to cancel her renewal policy on 10/12/2014, the day before its effective date.  The agent who processed the cancellation made an error which resulted in erroneous chargesfor the renewal period.  [redacted] did called about past due charges, however the agents that she spoke with were unable to see the error and wrongfully assured her that her account was in order.On behalf of Elephant, I apologize for the error and the inconvenience it has caused [redacted]Our accounting department has adjusted [redacted] account and contacted our collections partner.  Elephant will process a refund to Ms. Bush’s on file payment method at the end of the month when the billing reconciles.  Our collections partner will delete the account and remove record of it from Ms. Buch’s credit history.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 [redacted].
Ms. [redacted] states that she requested full coverage and that she inquired if Elephant was sure that her policy was full coverage, on numerous occasions. Ms....

[redacted] also states that Elephant sent information to her finance companies, stating that she had the coverage required by law. Further, the complaint states that Elephant did not provide documentation detailing the coverage limits on the policy. Ms. [redacted] states that she did receive a declarations page, which appeared to have full coverage. Lastly, Ms. [redacted] states that she would like Elepahnt to provide full coverage on her totaled vehicle, because it is a violation of [redacted] law to own a financed vehicle which carries liability only coverage.
Ms. [redacted] purchased her policy on 01/27/14, for an effective date of 01/28/2014. The policy amended on 02/13/14, 02/14/14, and 07/29/14. Each of these four transactions resulted in a Declarations Page being sent to Ms. [redacted]. The Declarations Page details covered vehicles, listed drivers, coverages provided by the policy, coverage limits, deductibles and premium by cover. I am attaching each of the declarations pages provided to Ms. [redacted]. For reference. Please not that the only coverages detailed on any of the delcarations pages are Bodily Injury Liability, Property Damage Liability, Uninsured/Underinsured Motorists - Bodily Injury, Uninsured/Underinsured Motorists - Property Damage and [redacted] Personal Injury Protection. No version of the declaratiions page shows comprehensive or collision coverage, or a corresponding premium. 
Elephant spoke to Ms. [redacted] three times prior to her filing a claim on 08/21/14. I have personally reviewed each of the three calls, and Ms. [redacted] did not question whether her policy was "full coverage", nor was she advised that she did have "full coverage". Further, Elephant does not use the terminology "full coverage" in describing any policy because it is subjective. One person may think of a "full coverage" policy as provding liability and physical damage coverages while another may think of it as providing all available coverages. 
Ms. [redacted] also states that Elephant communicated to her finance companies that she had the coverage required by law. Elephant uses a third part system to communicate coverage placement and termination with our insured's lienholders. Ms. [redacted] did enter her lienholder's information when she applied for coverage with Elephant. Is Ms. [redacted]'s lienholders subscribe to this service they would receive notification that coverage was secured for their collateral, however this notification does detail the coverages secured for the vehicle. Our file notes indicate that we were contacted for coverage verification on ms. [redacted]'s other insured vehicle, three times. I have reviewed each of these calls, and each time our agent advised that the policy only provided liability coverage. Our records do not indicate that the lienholder of the totaled [redacted] ever contacted Elephant. 
At no time did anyone at Elephant state or imply that Ms. [redacted]'s policy provided comprehensive or collision coverage. We respectfully stand by our claim denial.
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.
My father did, ultimately, accept the proffered settlement in an effort to preserve his health.  This situation was causing a lot of stress and effecting his health.  The continued unprofessional attitudes of the adjusters was appalling. While you can exalt the virtue of increasing the rental fees that does not negate the biased and insensitive words of the adjuster discounting those who are retired among us.
Regards,
[redacted]

May 26, 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]...

purchased her policy online on 3/12/15, for an effective date of 3/13/15.  Elephant provided policy documents, detailing the coverages provided and their corresponding premiums, at the time of sale.  The policy notes reflect that Ms. [redacted] emailed Elephant, also on 3/12/15, for a quote to add a second vehicle to the policy.  Customer Service responded to the email, asking Ms. [redacted] to call in for a quote.  Ms. [redacted] did not call and the vehicle was not added. The first time that Ms. [redacted] called Elephant was on 3/24/15, after the 3/22/15 accident.  Our policy notes reflect that agents explained that the policy did not provide comprehensive or collision coverages on the following dates: 3/24/15, 3/26/15, 4/1/15, 4/15/15 and 5/6/15.  Ms. [redacted] has provided a recorded phone call to us.  Ms. [redacted] stated that this call is between her and one of Elephant’s agents.  Elephant’s management team reviewed this call with our special investigation unit and determined, for numerous reasons, that the person speaking to Ms. [redacted] on the call is not our agent.  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

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.
I was NEVER offered this option ! Nor did I do this option the first time or any time. I never did a conference call with anyone from elephant or any other insurance co.. YOU LIE !! Elephant insurance communications ceased after I proved I had NO gaps. I've heard this is common practice for Elephant who is really Admiral Group elephant.co.uk, Parent organization, and doesn't believe they have to play by the rules / laws of the State of [redacted], where I live. If there is a change in policy the policy holder has to be informed and given the option to opt out and cancel. I wasn't informed and wasn't told Elephant would be deducting addition funds from my account. The additional funds withdrawn caused me to go into overdraft with fees. Had I known about the increase in policy amount I could have transferred additional funds into my account or canceled my policy. Elephant claims / advertises to have customer service but my experience with them proves otherwise. My new agent said several people have switched to them with the same complaint about elephant. I will be informing the credit bureaus of this if elephant carries through with their threat to ruin my credit. And like my bank did, I'm sure they side with the laws of [redacted] and with me. I'm not your victim. You need to move on to another. I want this matter dropped and elephant to admit they made a mistake and NOT damage my credit. I will report back if my credit gets effected. Anyone who checks out elephant with the Revdex.com will see this.
Regards,
[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.
Policy number [redacted]
Regards,
[redacted]

It's been over two weeks since my wifes car was struck in the front by a Virginia driver. The accident occurred in [redacted] as she was on her way to work. Initially the process seemed to roll along as it should, however after the first week passed and my insurance company verified the other driver was at fault-as was admitted by the driver himself, Elephant Insurance ceased to answer my phone calls or return a call.
It simply isn't right to dump a client as they have done to me. Very Unfair.
No one is going to get away with this. I have every intention of seeing this through to the end.

Ms. [redacted], Attached please find our repsonse to Revdex.com [redacted].Thank you,[redacted]Elephant Insurance [email protected]

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) of the complaint filed by our prior insured, [redacted].
In his letter, [redacted] states that he told [the] insurance [company] to handle the costs of the other vehicle, and that...

he thought it was cleared up until he was stopped by the police in August. [redacted] also states that he has made multiple unreturned phone calls to the adjuster who was assigned to this claim when it was reopened on 09/11/2014. [redacted] further states that when he called Elephant's claims department and was connected to a different adjuster, that adjuster only gave him the name and contact information for the adjuster assigned to the claim.
Elephant opened this claim on 06/20/2012, when the incident was reported by an injured third party. Our claim file is well documented and reflects multiple attempts to contact [redacted], and resolve the claim. [redacted] did not respond to any of our multiple attempts to contact him, which occurred between 06/20/2012 and 06/28/2012. On 07 /10/2012 we denied the claim for the insureds noncooperation, and closed our file.
The following chronology is taken from Elephant's claim file notes:
06/20/2012: The claim reported by claimant carrier, who also provided a description of the accident.
06/20/2012: The adjuster called the lnsured, and left a voice message requesting a call back. The adjuster also sent an email requesting a call from the insured.
06/21/2012: The adjuster called the insured and left a voice message requesting him to call back and provide a recorded statement, and advising that we needed a bill of sale for the vehicle.
06/22/2012: Our special investigative unit reviewed this file, due to a loss occurring in the first 30 days of a new policy. SUI approved coverage for the claimant, but not for the insured as we needed a bill of sale for the vehicle.
06/28/2012: Elephant mailed a reservation of rights letter requesting a recorded statement to the insured.
07 /13/2012: Elephant issued a conditional denial to the claimant, for noncooperation of the Named Insured.
07 /16/2012: The adjuster contacted the claimants carrier, to advise of coverage denial, and Elephant's file was closed.
11/26/2012: Elephant faxed denial letter to the claimant carrier, at their request.
There was no additional activity on the file until 09/11/2014, when the Insured called and advised that he received a collections a letter from the claimant carrier. Elephant reopened the claim on 09/12/2014, when the lnsured provided us with a recorded statement. At the conclusion of the recorded statement, we advised the Insured that we would need to contact the claimant carrier to set up payment.
[redacted] did call into Elephant multiple times on 09/22/2014, and was not able to speak to the assigned adjuster. The adjuster returned the calls the following day, 09/23/2014. Elephant's procedures dictate that the assigned adjuster handle communication with claimants, so no other adjuster could assist Mr. Pacheco on 09/22/2014.
On 09/23/2014 Elephant contacted the claimant carrier and requested subrogation documents. we received the documents on 09/30/2014 and payment was issued on 10/07/2014.
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

Dear Mr. [redacted]           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs. [redacted] On December 28th, 2016 Mrs. [redacted] called Elephant to increase her liability limits and update the usage on her [redacted]....

While our agent increased the liability limits per Mrs. [redacted] request we failed to update the usage on the vehicle so the increase in premium was only a result of the increase in the liability limits. The prorated amount of this change was $[redacted]. When Mrs. [redacted] called Elephant to cancel her policy as she had replaced coverage with another company our agent could not see the refund because our billing system was in the process of updating. We advised we would call her back the following day to let her know the amount of the refund and we did on January 11th, 2017. She was not able to answer her phone so we left a message for her with the refund amount. 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] Compliance Specialist Elephant Insurance Services

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] ([redacted]). Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services