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]

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 coverage. When we signed up with Elephant we agreed to pay Elephant monthly for them to provide auto insurance for our family. We 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 not. The auto shop we chose, as we are entitled to do, needed to submit a supplemental claim for damage they found after the initial diagnosis. Elephant at that time failed to factor in the extra work and left the "reasonable repair time" as it was from the original claim. The 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 (4 days of the rental was paid by me) when we had a remaining 18 we would like to be reimburse. 
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.
 
My rebuttal is based in the fact that at no time I received a phone call or voicemail from Elephant Insurance since I filed my complaint on November 16, 2016. Therefore, I have not received a “business response” or an offer from them. I became aware that my claim was closed when I received a written notification from Revdex.com. It was not until Revdex.com closed my case that I received a call from Elephant stating that my car was a total loss and I needed to surrender it to the “lien holder”. This is an outrageous statement since the accident occurred at low speed and the damages to my vehicle were minimal. Furthermore, the repair of my vehicle was estimated to cost [redacted] which is well below the 100% Total Loss Threshold (TLT) in [redacted]. Even if the TLT was 75%, the cost of the repairs would be 47% of my vehicle’s value. It seems to me that since based on the aforementioned calculations my car should not be considered total loss, this insurance company came up with a “hidden damages” theory which are ridiculous and ludicrous. I still owe [redacted] on my vehicle and they want to give me [redacted] which means I will lose my car although the accident wasn’t caused by me.
I would settle this matter if Elephant Insurance would write me a check for [redacted] to pay for the repair of my car and for the aggravation the mishandling of my claim has caused me.
I am looking forward to hearing from you.
Regards,
[redacted]

Dear Mr. [redacted]           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. On December 6th, 2016 Ms. [redacted] went online to complete a quote with Elephant. When asked for her driver’s license number...

she entered and when we pulled the Motor Vehicle Report (MVR) with the number provided the data returned indicated she had an expired ID card. Elephant advised Ms. [redacted] when she called in regarding a different matter that we needed proof of a valid [redacted] driver’s license in order to continue her policy. Additionally we sent the same information via email. Since there is a cost associated with MVRs, we like most insurance companies ask applicants to provide proof of a valid license or a reinstatement if our original attempt failed or brought back information that indicates an invalid, suspended or revoked status. We gave Ms. [redacted] ample time to provide this information; however, unfortunately she chose to cancel her policy with Elephant. 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

August 1, 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). Unfortunately Elephant is unable...

to honor our FPH’s request to issue a refund via check.  Our policy is to return all initial policy payments to the card used to make the payment.  This policy is designed to prevent a double refund from being issued, as a credit card owner can reverse a payment after Elephant issues a check.  We apologize for the inconvenience. 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, ** Elephant Insurance Services

February 11, 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).
The PH’s first loss was...

occurred on 1/27/16 and was reported to us on
1/28/16.  The second loss occurred on
1/30/16 and was reported on 2/1/15. 
Elephant inspected the vehicle on 2/2/16.  The inspection was complete 4 days after the
first loss, this includes a weekend.
The claims have been open for 14 days and 10 days and Elephant is in the
process of completing our coverage investigation.  We have been in regular contact with the
insured and are well within the appropriate timeframe for completing the
coverage investigation.
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

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,Garold [redacted] For past  2 years I have lived  at the address  and both trucks  what have registration  are listed  as said .  I have not in past  2 years moved or  change  address on the registration of said trucks.   There are  many tthousands  of  people who like me live in a RV full time  who  live in RV park or  even  RV resorts   what you are doing is Discrimination and I can get a letter  saying I live here for  2 years  When you told me  you would not renew  because of  Discrimination of me living in a rv  that is not right  The man who live next to me  live in a rv for over  15 years.  I know  a friend who Lived in a RV  for over 30 years And  you Discrimination of saying I an move  .  I always  ask question  if my truck is out of town making sure  it be covered  and I never said my trucks was  moving from where I have lived over 2 years and when I did move  i called and told you So I want my Insurance back  I do No want Discrimination  becuase I live in a rv  that has not move for  2 years

[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 10408429, 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]

January 21, 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 this claimant. Elephant stands by our handling of this claim.  Our file details that the...

claimant was told numerous times that we would pay for no more than 5 days of rental and that an appointment should be set with the body shop after all necessary parts were at the shop.  It is standard industry practice for the number of days for which a rental vehicle is provided to be limited to the number of days required to complete repairs.  When the claimant contacted Elephant to request that a rental reservation be set for a Wednesday, the claimant acknowledged understanding that the last day Elephant would pay for the rental was Sunday.  Elephant’s file shows that the claimant’s body shop advised that the claimant dropped the vehicle off without an appointment, and stated that Elephant instructed this. The claims manager who the claimant tried to reach repeatedly was unavailable during the time of the contact attempts but did have a direct report call the claimant on the manager’s behalf.  Each individual that the claimant spoke to advised the same thing because we followed our established procedure.  Speaking to the manager would not have changed the time allowed for rental at that point. Elephant’s file shows that we processed the supplement from the claimant’s body shop the day after we received it.  At that time Elephant offered to provide another rental and the claimant declined.  The claimant subsequently requested another rental, which the claimant is presently driving.  The claimants vehicle is expected to have repairs complete on 1/27/16 and Elephant will continue to pay for the rental until repairs are complete.  Sincerely, CP Elephant Insurance Services

July 7th, 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]. During the life of the policy it was found that Mr. [redacted] did not have a permanent residence as disclosed on his application. It was found that each vehicle had a separate “garaging address”; these were not physical locations but Recreational Vehicle (RV) parks and/or campgrounds. Elephant did confirm that the RV was not anchored or set in a permanent location but was fully operational and could be driven anywhere with Mr. [redacted]’ vehicles in tow. Additionally, since the RV can be driven anywhere even out of the state of Texas, Elephant cannot establish a proper rate for the risk especially if Mr. [redacted] begins to reside in a state that we do not write. Unfortunately at this time we cannot write a policy for Mr. [redacted] and the nonrenewal will stand. We encourage him to obtain insurance with an appropriate carrier so he does not wind up in a lapse of coverage. Should Mr. [redacted]’ situation change we will be happy to re-review our decision. 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] Elephant Insurance Services

November 22, 2016 Ms. * Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. *: 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 vehicle. Part 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 6/17/16.  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 payment. Elephant 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

May 4th, 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 Mrs. [redacted]. I have reviewed the claim...

file and addressed the agents in question. With regards to the first agent who took the initial call, expectations set should have been within 24-48 hours especially with all of the unfortunate storms that have happened recently in Texas. We do apologize for this and that agent’s supervisor has been notified. With regards to her initial file handler we can confirm that we did call the number on file at least three times; the first one did not connect and we called right back and left a voicemail, unfortunately we don’t know why Mrs. [redacted] did not receive it. Additionally, management has been notified of the situation as well as agent’s behavior and we do apologize to Mrs. [redacted] and the initial treatment she received. It does appear and we do hope that her later contacts with Elephant resulted in a better overall experience. 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 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

May 10, 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 policyholder (PH). I have reviewed the call during which the PH requested that her payment be rescheduled.  Our agent did not schedule the draft as agreed.  On behalf of Elephant, I apologize for this error.  The payment drafted on 4/18/16 has been refunded.  A customer service manager has reached out to the PH to make payment arrangements for the refunded premium as well as the premium that is due for May.  If Elephant does not make successful contact with the PH today, I ask that the PH please call in as soon as possible to ensure continuous coverage.  Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services

December 12, 2016 [redacted]
face="Verdana, sans-serif"> 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 policy and billing history for our prior policyholder. Upon further review, it has been concluded that the draft of [redacted] from Ms. [redacted] account on 12/01/2016 was the prorated amount owed for the coverage that Elephant continued to provide from 10/23/2016 through the cancellation date of 11/14/2016.  As Ms. [redacted] made premium-impacting changes to her policy during this time frame, and no other payment was made toward this policy since 09/22/2016, the drafted amount was debt owed to Elephant, and will not be refunded. 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, Gina *. K[redacted] Compliance Specialist 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. After almost 90 days since the accident, I have finally been paid, & will consider this complaint resolved. 
Regards,
[redacted]

Dear [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].  In her complaint, [redacted] states that she made all of her payments on time and her policy was wrongfully terminated.  Further, [redacted] states that she was advised that her...

payment was not actually past due.  Finally, [redacted] states thatshe cannot believe that her policy was cancelled without Elephant calling to explain why.   [redacted] did pay her 10/23/2013 through 10/23/2014 policy in full, on 11/22/2013.  [redacted]’ policy was renewed on08/29/2014, which generated renewal premium.  The first invoice for the renewal policy’s premium was sent on09/03/2014.  Subsequent invoices, also for the renewal policy, were issued on 10/03/2014 and 11/03/2014.  Additionally, [redacted] changed her address, effective 10/01/2014.  This change generated additional premium due,which was included in the invoices for her renewal policy.   [redacted] did not pay the first or second invoice and was issued a notice of cancellation for nonpayment of premium on11/06/2014.  This notice detailed that there was a payment of $193.11 due by 11/18/2014, and that the policy would becancelled if we did not receive payment in full.  [redacted] paid a portion of the past due amount on 10/17/2014 and thepolicy was cancelled effective 10/18/2014.   The 10/17/2014 payment of $156.63 was earned premium for the 10/01/2014 endorsement and coverage provided for10/23/14 through 11/18/2014.  [redacted]’ account is presently $32.45 past due.We strive to provide every policyholder with a positive customer service experience.  If we can be of any furtherassistance, please feel free to call us at [redacted].    Sincerely[redacted]

May 24th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: Dear Ms. [redacted]:           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns...

of Ms. [redacted]. On December 19th, 2015 Ms. [redacted] was involved in an accident and her 2003 Mercedes was deemed a total loss. Elephant made two offers for compensation; one if she chose not to keep her vehicle and turned the title over to us and one where she kept the vehicle. In the instance when policyholders and claimants keep the total loss vehicle, insurance companies deduct a certain amount for “salvage.” Essentially this means the amount an insurance company can recoup for selling the vehicle through a vendor. The vendor Elephant uses is called Copart. It is an award winning international salvage vehicle auction company that has been in business for over 30 years and is known industry wide. They are consistent, accurate and dependable so we are confident in the averages they provide. In Ms. [redacted]’s case, Elephant increased the payout value to reflect a deduction of only $900 for “salvage” which was significantly less than Copart recommended; this is the lowest deduction we will offer. If Ms. [redacted] has any further questions, I urge her to contact the claim adjuster that has been working with her. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns.
[redacted] purchased a policy on June 14, 2014 with a licensed sales agent. On the recorded call, the agent reviews the quote with [redacted]. [redacted] says...

she has been relocated with her job, but never mentions the relocation is temporary. She states she is "I'm coming from Oklahoma and there is a different bodily injury." The agent asks if she is in Oklahoma now or back in Texas. [redacted] states she is in Texas and she then provides a Mount Vernon, Texas address as her residence and garaging address.
Before the quote is bound (paid for), around minute 3:47 of the recorded call the agent questions [redacted] about the state issuance of her driver's licenses. The agent asks if the license is valid in the state of Texas and [redacted] states, "Oklahoma...There's a policy that I have 30 days to get it done. We gotta get everything transferred over before I can do that." The agent responds, "Yep, we just need to give you that heads up or we get in trouble. So, I just want to make it known you got 30 days to do that, or they will cancel the policy, ok?" [redacted] responds reading from her online quote, "Yep, that's what is says."
[redacted] requested her policy documents be mailed, and Elephant did so to the address on file in Texas as provided by [redacted].  [redacted] never called again stating she did not receive these documents by mail.
[redacted] then was sent an Underwriting letter to her address on file in regards to her out of state license on July 11, 2014, stating that her policy would cancel on August 12, 2014 if the license information was not updated. These letters are sent via [redacted] proof of mailing and were not returned to Elephant undelivered.
Due to no response, the policy was cancelled effective August 12, 2014 as noticed. The customer contacted Elephant on August 21 and was upset the policy had cancelled. She was again advised why the policy cancelled and provided with information regarding her refund.
Unfortunately, the evidence supports that [redacted] was clearly told that her policy would cancel in 30 days if she did not transfer her license and registration of the vehicle to Texas. [redacted] communicated that she intended to do so, but then failed to do so. There was nothing fraudulent nor misleading about the sale of this policy to [redacted].
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

[redacted] Revdex.com Case Number: [redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have reviewed the...

claim file for our policyholder. Elephant was notified of the claim on [redacted], and a recorded statement was conducted with the policyholder on [redacted]. Elephant did not receive an appraisal from the policyholder’s shop of choice. When the policyholder called on [redacted] to check on the status of repairs, Elephant issued a staff appraiser to expedite review of the vehicle. The staff appraiser wrote an estimate for the vehicle that same day. The policyholder’s shop of choice called on the [redacted] to request another estimate. The adjuster sent out the staff appraiser for another review and requested a tax form from the shop of choice to issue the initial payment for repairs. On the [redacted], the adjuster received a supplemental estimate from the shop and sent a copy of the tax form for the shop of choice to fill out for proper tax documentation of payment. The form was sent again on the [redacted]. Upon receiving the completed form, payment was issued to the shop of choice and to the named insured on [redacted]. The shop requested an additional supplement, which the staff appraiser completed on [redacted]. There have been recent delays due to issues communicating with the policyholder’s shop of choice. The staff appraiser is working to confirm prices for parts to prevent future supplements and is currently waiting on the policyholder’s shop of choice to submit invoices. Elephant does acknowledge that there was an initial delay in updating the policyholder and confirming that the shop of choice was conducting repairs, and the supervisors of the adjusters involved have been notified of the delays on this claim. While there were some contributory factors to the delays that were outside of Elephant’s control, like receiving documentation needed for payment and to complete estimates, we also understand the importance of keeping the policyholder updated. E-mail communications with the shop of choice are being shared with the policyholder to keep her updated on the status of repairs. If the policyholder has additional questions about the claims process, we recommend that she contact her adjuster. For questions on the status of repairs, Elephant recommends that the policyholder speak with both the adjuster and her shop of choice. 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]