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]

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.

Thumbs up to the physical damage supervisor, Michael W[redacted]! This gentleman went over and beyond with some issues I had from an evaluation and assuring that he as a manager reviewed my claim and provided a just resolution. I cannot stress more my many thanks to him for him resolving my concern. This speaks volumes when it comes to customer loyalty.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
[redacted]
 
As I told you today, Elephant Insurance is trying to pull a fast one.
 
[redacted] Counsel, [redacted]e, informed me today that his office sent a letter to Elephant 6/26 that stipulated payment of $3043.00 to Elephant for my auto accident with the City of [redacted] Fire Truck, incident [redacted], on May 15, 2014. That payment includes my $500.00 deductible that was ultimately paid to RB Auto.
 
Not only did [redacted] inform me that they pay the insurance company the full amount, it is expected that the $500.00 deductible would be paid to the client.
 
In addition, [redacted] has informed me that Elephant has declared the vehicle a total loss and is prepared to amend the [redacted] Automobile Title to reflect a total loss & designate my vehicle to be considered a salvaged vehicle, significantly reducing the value of the vehicle should I ever decide to sell it, not to mention the fact that Elephant did not notify me of this little matter. Imagine my surprise when I submit my Title to the next owner, who registers his ownership with the State of Texas, discovers that the vehicle has been totaled, and I, a former State Trooper of [redacted] is charged with a Class B Felony for fraud, & face a court that could put me in the Land of Slamming Doors for up to 5 years.
 
In addition, I must ask this question: If Elephant has totaled the vehicle, why pay RB Auto for the repairs? Why not pay me the full totaled amount?
 
I might add that the vehicle is in excellent condition.
 
Best Regards,
 
[redacted]

September 6, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA...

23236 Revdex.com Case Number: [redacted] Thank you notifying Elephant Insurance Company (Elephant) of the concerns of our former policy holder (FPH).  Elephant’s has been advised that our FPH has retained council and intends to file suit.  Elephant is therefore unable to respond to this consumer complaint as it would be tantamount to us having direct communication with the FPH.  Once an individual is represented by an attorney, an insurance company is required to direct all correspondence to the attorney.  Additionally, we are unable to comment on a matter for which a suit is pending. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable laws and regulations.  Should you have questions or need additional information, please do not hesitate to contact me.    Sincerely, ** 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. 
I have been told on 4/15/2016 by Elephant Insurance they have denied my claim and will not be covering any losses. They've made several excuses throughout this process as to why nothing was being done for me. They have never provided me with a rental car. They have never covered any of my losses or damages. Each excuse they have made has been disproved or just off the wall. I need this company to cover my losses and damages due to the fact that at the scene of the accident the driver was their insured and provided proof of insurance through them. It's become clear they will do everything possible to not cover damages and to not cooperate with me. There are several reviews online of this company doing the same exact things to other people. They should not be in business and I can not understand how they have a license to sale insurance. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from the business in no way accurately explains the legitimacy of cancelling my policy. Let me start by listing all of the inaccuracies of [redacted] Parks' statement in the bullets below:
[redacted] incorrectly stated that my policy was paid in full on 11/22/13 for 10/22/13 through 10/23/14. That is blatantly incorrect seeing as how you can't back date insurance coverage. The policy was paid in full on 10/22/13. 
[redacted] clearly states that I paid my insurance policy in full from 10/23/13 through 10/23/14; then right after states that a renewal premium was due in August. This makes no sense to me. Why am I being charged an additional premium on top of what has already been paid??????? This needs to be explained to me!
[redacted] states that my policy was cancelled on 10/18/14 when in fact it was 11/18/14.
The above discrepancies exemplify that Elephant auto insurance inaccurately reports simple account information and disproves their overall credibility. I would simply like to know how a customer can have an insurance policy for 13 months and honorably pay for those 13 months but still have their insurance policy cancelled?? Furthermore to state that I owe money is beyond a fallacy. I am in no way shape or form obligated to pay additional money for services that have not been rendered or this case coverage that has not been provided. It is very simple I paid for 13 months of coverage and received coverage for 12 months and 25 days. The representative from Elephant auto insurance whom I spoke with in September 2014 should have requested whether or not I was updating my garaged address or mailing address. I changed my mailing address only, therefore no premium changes should have been made to my account.
I want what is owed to me and absolutely in no way am I in debt to Elephant auto insurance for coverage that was not provided to me!
Regards,[redacted]

April 11th, 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]. I have reviewed the claim...

file for the claimant and currently the claim is still under investigation. While we understand this is a stressful time for Ms. [redacted], we still have a duty to fully investigate the incident to determine liability and coverage prior to making any payments. On March 31st Ms. [redacted] called several times and we advised of the claims process and we also encouraged her while the claim was still under investigation to contact her own carrier so they could provide her with a rental vehicle. Ms. [redacted] stated while she wasn’t happy with the situation, she understood. 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 27, 2016 Ms. S 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 notifying Elephant of the concerns of our former policyholder (FPH). I have reviewed the FPH’s recorded bind call.  Our sales agent did ask if the FPH had a valid license.  The FPH stated that their license was suspended.  When our agent asked if the FPH would have an active license within 30 days, the FPH stated yes.  This is a material misrepresentation in the application for insurance and Elephant will not refund premium paid for coverage provided. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns.
5/15/14 (Thursday) Date of Loss- Insured’s vehicle was towed to a shop chosen by the Insured.
5/16/14 (Friday) Insured...

reported claim to Elephant Insurance and then assigned to adjuster at 2pm. Though he was fault-free in this loss, [redacted] chose to go through Elephant because his vehicle was not drivable. The Insured did not have rental reimbursement included on his policy, so he rented a car from [redacted] on 5/15/14.
5/20/14 Adjuster left a message for the insured requesting a recorded statement.
5/23/14 Adjuster finally reached [redacted] for his recorded statement, but the Insured refused to discuss the claim with the adjuster and wanted a manager. The manager obtained the accident statement for our investigation. On this date, the repair estimate was received from the auto appraiser for Elephant’s property team to review.  5/27/14 The repair estimate was approved and the appropriate check should have been requested at that time.  6/5/14 The insured called for status of check because the shop had not received it. Review confirmed that the check had not been issued. The check was processed immediately and a proof of payment was sent to the shop for their records.
6/11/14 Elephant reimbursed [redacted] $349.97 for extra rental days. [redacted] understood that he was responsible for paying for a rental and would then be reimbursed by the City of Houston, as he did not purchase rental coverage with Elephant. Unfortunately, due to delays in the handling of the claim, our insured incurred a 23-day rental bill. Claims management agreed to reimburse [redacted] for the extra rental days he incurred outside the normal repair experience. The Claims Manager reviewed the dates of occurrence, the repair estimate and the rental invoice and determined that [redacted]’s repair should have been completed
over a twelve-day period. Therefore, [redacted] incurred eleven days of unnecessary rental expense and was reimbursed for such.
However, [redacted] states that other companies include this coverage as a standard, but it is usually a separate coverage as well. [redacted] bound his policy effective 7/31/13 by speaking with a licensed agent on 7/30/13. A review of the bind calls shows that [redacted] was asked to read his coverages from his current policy with Infinity so that the agent could give him a comparison coverage quote. His response did not include rental coverage under his previous policy either.
The agent quoted his policy with the exact coverages,limits, and deductibles of his previous 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 [redacted].
Sincerely,
[redacted]

Good afternoon,The individual who submitted this complaint is not a policyholder and I can not locate the billing account without our policyholder's identifying information.  I will need our policy or account number or identifying information for the policyholder.Thank you.

November
13, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of our former policyholder (FPH). This policy was bound effective...

4/30/2015.  During our customary new business underwriting review, we found that the
FPH had provided incorrect information regarding a lapse in prior insurance at
the time of application.  Our
underwriting department communicated our findings to the FPH via USPS letter,
which requested that the FPH contact us if they disputed the information.  The FPH did not contact us and the policy was amended on 6/18/2015.  This amendment generated an additional $85.22
in annual premium.  We invoiced an
additional $52.61 for this amendment in July, August and September but were
unable to collect the premium due.  The
policy was set to cancel for nonpayment of premium in the 5th month,
because it went into negative equity before the second installment was due. We successfully drafted a payment for the remaining balance on 9/30/2015;
however the FPH charged the payment back. The FPH called in 10/23/2015 and made a payment of $57.73.  $32.73 was premium owed for coverage provided
through the 10/5/2015 cancellation date.  This is the amount of premium from the underwriting amendment that
Elephant earned between it being processed on 6/18/2015 and the policy
canceling on 10/5/2015.  The remainder of
the $57.73 was a $25.00 fee for the 9/30/2015 chargeback. We strive to provide every policyholder with a positive customer service
experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, **
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.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]

August 15th, 2016
[redacted]
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 Mrs. [redacted]. On April 9th,
2016 Mrs. [redacted] had an accident and filed a claim with Elephant and after a
thorough investigation of the claim the vehicle was deemed a total loss. On
April 11th, 2016 when we spoke with Mrs. [redacted] as she was reporting
the claim, she indicated that she was going to have her vehicle towed to the
collision center and at this point we advised we needed our adjuster to take a
look at the vehicle first and we would only pay for three days of storage and
recommended to avoid unnecessary storage fees to leave the vehicle at her home
until we could as. Not only did she understand she called the shop and
advised them not to pick up the vehicle at this time; she even thanked our
adjuster for letting her know. She then advised our agent that the shop she
chose does not as storage fees and when our agent asked a second time to
confirm she said the representative at the shop stated “Oh no we don’t charge
for the storage.” Our adjuster did clarify and advised Mrs. [redacted] if they
do end up charging storage Elephant could only pay for three days. She said “Okay.”
          Secondly,
on April 12th we sent a notice to Mrs. [redacted] via the email
address on file regarding mitigation and storage of the vehicle stating the
following: “Please be advised there is
state legislation that indicates parties involved in a loss have a duty to
mitigate their damages and expenses such as rental, storage, or any additional
damage to your property. We will only be paying for the storage fees to your
vehicle through 04/13/2016.” The
storage fees given to us were for the following dates: 04-11-2016 through
05-11-2016 which conflicts with our information received as our staff appraiser
completed the initial valuation of the vehicle on 04-12-2016 when the vehicle
was parked at Mrs. [redacted]’s house. Additionally, on April 27th,
we called Mrs. [redacted] and her son and left a voicemail indicating our
investigation regarding coverage was complete and to take the 2012 Ford Mustang
to the shop of her choice with the estimates in hand; again if the vehicle was
not at the repair facility, then storage fees should not have been incurred. This
in conjunction with her shop of choice charging other excessive additional fees
in some cases three times over the industry norm was factored into her total
estimate resulting in a reduction of $1,540.00. Should Mrs. [redacted] have
further questions about the fees and bill she received, we encourage her to
reach out to the body shop and inquire to have them review their billing.
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]

Guys, beware of this company ..its complete fraud... read their policy documents nicely before you take thier coverage since they will add any clause to make penny. Lack of ethical or moral values holds true in this company's current management characteristics. I bought an auto insurance policy and then upon renewal decided to go with [redacted] who offered me competitive rate. I notified elephant about it when they were following up with me for renewal payments and thereafter I stopped getting all communications from them and I thought the issue was closed. Believe me the amount being talked here is $16. Can you believe anyone will run away without paying that amount or a company will go bankrupt if they don't get that amount. So understand the motive - bug customers and beg money to keep company running is the motto of current management. I moved to new locations and after 2 years I get a letter from collections that I owe them 16 dollars... kiddin' me. My address changed, so I never got notified about the dues from elephant even when they had my email and they just sent it to collections. Stay away from such businesses even if they tell you to cover for half the price as you never know the hassles being invited here - may be during claims or renewal. any number of positive experiences are nullified by such single negative... Decision is yours if you want to get a negative experience or stay safe from such fraudulent and deceptive businesses.
I will let you as a customers decide what they want to do.

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have reviewed the claim file for our policyholder. The policyholder’s vehicle was initially found to be repairable. Elephant received an estimate on the cost of repairs on February...

27th, reviewed and approved the estimate, and issued a check for repairs on March 1st. The policyholder then called on March 29th to advise that the remote start feature was not working. The 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 loss. The 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 response. Between 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 completed. The 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 completed. With this information, the total loss adjuster determined that it would be best to settle the claim as is. The calls made by the adjuster were all made to obtain information necessary to process the claim. The claim was closed on June 13th, and the adjuster currently does not need to further contact the policyholder. 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

December 13th, 2016 [redacted]
"Verdana","sans-serif"; font-size: 9.5pt;"> 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 August 12th Ms. [redacted] purchased an automobile insurance policy with Elephant and set up her payment information on file for automatic drafts. When the draft attempted on November 13th, 2016 for the previous month’s service the payment was declined. We sent several reminders but no payments were made to the policy. On November 28th, 2016 Ms. [redacted] policy cancelled for nonpayment and when we attempted to draft monies owed for services rendered from October 13th, 2016 through November 28th, 2016 the payment went through. Ms. [redacted] did not advise that she moved out of state until she called us on December 1st to inquire about the draft from her bank account. At this time we also advised that the money owed on the account was for coverage already provided. If Ms. [redacted] is able to provide proof of replacement coverage we will be happy to consider back dating the cancellation to the day she obtained the new 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 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni *. S[redacted] Compliance Specialist Elephant Insurance Services

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

costs $60 and that she had previously opted out of, and that Elephant has changed her due date so that we can lapse her policy.
 Ms. [redacted] purchased her first policy for a term of 07/05/2013 through 07/05/2014. The policy was issued with bodily injury and property damage liability, uninsured/underinsured motorists and Guest Personal Injury Protection. Ms. [redacted] added Roadside Assistance Coverage on 08/19/2013. During her first policy term, Ms. [redacted] added and subsequently removed a vehicle. This policy term was in cancellation status at the time it expired, due to nonpayment of premium.
On May 11, 2014 Ms. [redacted]’s renewal offer was sent, along with an invoice. We did not receive payment by the 07/05/2014 due date and the renewal was flat cancelled. Ms. [redacted] contacted Elephant on 07/26/2014, to make payment and have her policy rewritten. Ms. [redacted]’s policy was rewritten with coverages identical to her expiring policy. I am attaching the declarations pages for the two policy terms, so that you may see that the coverage provided is identical.
Ms. [redacted] also states that Elephant changed her due date, from the third of the month, and send her a demand for $127 by the 23rd of the month. Since her policy incepted, Ms. [redacted] has been invoiced on the 16th of every month. When the policy was in good standing, the invoices showed a due date of third of the following month. When the policy was in arrears, the due date on the invoices showed as immediately. The demand for $127 by 09/23/2014 was a notice of cancellation, for nonpayment of the prior months invoice. 
Our systems show that Ms. [redacted] made the required payment on 09/23/2014. The policy had already cancelled, however Elephant reinstated coverage with no lapse. We respectfully submit that we did not change coverages or due date. We regret that Ms. [redacted] had an unpleasant customer service experience and apologize that we could not explain the billing to her satisfaction. 
We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted].
Sincerely,
[redacted]

The worst insurance company I have ever dealt with in my 22 years of driving.
They don't return phone calls they don't take care of any of their emails that they're supposed to be corresponding with.
My vehicle was totaled and sitting at a body shop for 3 weeks with no return calls.