Elephant Insurance Services

March 17th, 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 for our policyholder.
On January 19th, 2016 Mr. [redacted] was in an accident and his 2012
Honda CR-V EX required repairs. After the facts of the case were determined,
Elephant advised of the next steps to get their vehicle repaired. Ms. [redacted]
chose to go to a repair facility that was not in our Direct Repair Program; and
our adjuster advised while he would be more than happy to work with them, the
repairs would not be guaranteed by Elephant and if there were any delays
resulting from the facility, the rental car would not be extended and any
additional expenses would be the responsibility of Mrs. [redacted]. We then thoroughly
explained that the repairs per the estimate received required five days of
labor so the rental car coverage would only be extended for five days. Of
course, if any additional damages were found during the repairs and the
supplement was approved the rental car would be extended for the appropriate
time. Mrs. [redacted] stated she thought she had more time per the policy contract
than five days; our adjuster advised the rental car coverage is based on time
to repair the vehicle, she agreed and understood. In this instance, Elephant was advised that
the repair hours would only be 23 hours’ worth of work; we gave the body shop a
total of 80 hours to fix the 2012 Honda which is more than reasonable. The
delays in repair were not caused by Elephant and as a result the rental
coverage we were afforded stopped on March 7th, 2016.
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

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

[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]

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

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...

December 2nd, 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 April 29th, 2016 our...

insured’s daughter was involved in an incident that caused damage to Ms. [redacted] vehicle. On May 2nd, 2016 a few days after the loss our insured called in the claim and since her daughter was not available to speak with our claims adjuster, the initial details of the incident were vague. Elephant was not aware of any of the claimant’s information until July 25th, 2016 when Ms. [redacted] insurance company contacted us regarding the incident and on July 26th we received the subrogation documents from her carrier. On October 3rd, 2016 Elephant was able to speak with the driver in the incident and obtained her facts of loss and on October 12th, 2016 we reimbursed Ms. [redacted] company via subrogation for repairs done to her vehicle. Regarding a refund for Ms. [redacted] deductible since subrogation is complete, I urge her to contact her carrier so they may refund it back to 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 *. S[redacted] Compliance Specialist Elephant Insurance Services

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 Mrs. [redacted]. On January 7th, Elephant mailed out via U.S. Post and emailed a nonrenewal notice effective for February 26th, 2016 to the address and email address on file indicating we needed underwriting information on Mrs. [redacted]’s son; when we did not hear back from Mrs. [redacted] prior to the due date the policy non-renewed. When 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 weeks. We did reissue the policy in error as the system was keyed incorrectly; however no payment was debited and the policy was cancelled flat. Unfortunately, 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 experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Revdex.com:
I have reviewed the offer 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.] I contacted [redacted] <[redacted]> 12-2-14 and provided MORE than enough proof over several emails. Everytime I proved there was no gap she came up with another and I proved that incorrect. This is bogus !! This is what [redacted] <[redacted]> replied."Thank You! I will follow up with you shortly after I try to contact them." end quote. She never contacted me back and will not return my emails. Here is all the proof I sent [redacted] Elephant is out and out lying ! [redacted] won't return my emails. I've also filed a complaint with the[redacted] State Board of Insurance.My bank put the UNAPPROVED funds back into my account. They took my proof. I'm the WRONG guy to mess with. I throw away nothing. EVER 
Regards,
[redacted]

August 28, 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 former policyholder (FPH).We apologize in...

our delayed response and any misunderstanding regarding our FPH’s policy. After review of the policy, Elephant has refunded $20 back to the card on file in two $10 transactions; this could take up to 7-10 business days. 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

June 10, 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 of the concerns of our former policy holder (FPH). When the FPH purchased a policy online she consented to...

automatic payments.  Elephant requires any policyholder who does not pay in full to be signed up for automatic payments and this FPH chose to pay monthly.  The policy was effective on 3/15/16, which made the monthly payment due date the 15th of each month.  Elephant’s policy notes show that the FPH called in to reschedule the April payment to the 22nd.  When Elephant attempted to process the payment on 4/22/16 the card was declined.  On 4/18/16 Elephant sent a notice of intent to cancel for nonpayment of premium.  No payment was received and the policy cancelled on 5/5/16.  Elephant’s policy documents contain a payment FAQ’s form, which explains that we have the right to collect past due amounts after policy cancellation.  This is also explained in the intent to cancel, sent on 4/18/16, and the cancel confirmation letter that was sent on 5/5/16.  The payment that was drafted on 5/20/16 was for coverage provided through the cancellation date and cannot be refunded.  No additional payments will be drafted since the past due balance is paid and coverage is no longer in effect.  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.
Continually
stating that the other driver obtained injuries from the accident doesn't make
it so. I don't know how else to say it any other way.  PLEASE READ THE
POLICE REPORT! There were no injury’s reported nor possible as there was no
impact.
LET
ME SAY IT AGAIN. THERE WAS NO IMPACT. The other driver’s car rubbed against
mine as we attempted to leave the parking lot. The
witness on the scene informed both the other driver and the police officer that
he had it all on video. But instead of reviewing the policy report, asking for
a copy of the video or statements from the witness at the incident, Elephant
Insurance continues to make comments to justify their actions and have done
nothing to base their decision on the facts of the incident
The
accident was two cars moving at less than 2 miles an hour. NO IMPACT. It
was two bumpers rubbing against each other. Your continued comments that
the driver incurred injury’s due to the incident is false. Any
injurys claimed by the oyther drive though may be true they have them it is false
that they were cause buy the incident.
Elephants
only justification and facts given as to why the injury claim was paid is as
follows
Damages
were greater than $**
The
other river hired a lawyer and sued
An
injury report was filed
What
I would like Elephant to do is:
Read
the police report
Demand
the release of the eye witness comments and video reported to the [redacted]
Police
Base
their decisions on the what actually happen and not what a law suit attorney
threaten them with
Any
medical issues reported where present prior or incurred after as our two
bumpers scratching each other. It was not and will never be caused by the
accident. The medical claim is false and fraudulent and Elephant did not do their
duty as an agent for me to request the facts of the incident, speak with witnesses
of the accident nor ask to see the video. Elephant Insurance took the easiest
road of least resistance and simply paid out a false claim and then reported a body
injury on my insurance report Now the raised my rates by [redacted]
I
will not be satisfied until the body industry claim is removed from my insurance
record. I nor my cart, noor my actions are at fault of any injury to the other
driver.
Regards,
[redacted]

December 12, 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...

policy and claim file ([redacted]) for our prior policyholder to ensure that no improper acts have been committed on behalf of Elephant. In her letter, Ms. [redacted] raised her concern that she believed Elephant to be selling her private information to third-party vendors, resulting in unsolicited advertisements. In the case that Ms. [redacted] received auto insurance quotes from other companies prior to joining Elephant, it may be possible that one of these other vendors could be responsible for the advertisements Ms. [redacted] is receiving. In order to protect the security of our customers, Elephant does not solicit the private information belonging to our policyholders.Regarding Ms. [redacted] suspicion that unethical acts were committed by her claims adjuster, further review of this claim confirms that the handling adjuster correctly followed company protocol, and is not in violation of any policies or procedures in the handling of the claim.  It is Elephant’s responsibility to make sure that the damages are properly assessed, in order to ensure the most accurate claim settlement possible—this often involves sending one of our field appraisers to assess the damages to the vehicle.  On 10/17/2016, the appraiser used both of the phone numbers provided in an attempt to reach Ms. [redacted] prior to the inspection on 10/18/2016, but the calls were not answered, and there was no voicemail option available for either contact number.  As the vehicle in question was parked in an apartment complex parking lot rather than a private driveway, the appraiser was able to complete this assessment with no hindrances. The handling adjuster attempted to contact Ms. [redacted] for several days to advise of the additional damages found, but Ms. [redacted] was unresponsive to these calls until 10/31/2016.  Once Ms. [redacted] was reached, the agent was forthcoming about the actions taken by the company, as well as the results of the damage appraisal. 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

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. That is a lie, you need to go back to the previous date, because you will clearly hear that she did not explain everything until the work has been completed and before I had made a choice as to what shop I was using. Relook and listen to every phone call made between us and you will hear this.
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.
Please advise them to listen to the FIRST call!  I only spoke to them one more time after that.  The FIRST conversation states, not only that I wanted full coverage, but that I wanted the coverage to match the current coverage I was switching from.  I was assured that it did.  Period.  There is no excuse at all for misleading a consumer into believing that they have something that they do not.  I am not sure if the company was aware of the [redacted] Insurance Laws, but I constently asked for FULL COVERAGE and for it to match the current policy.  The person that responded is either falsifying her comments or did not listen to the call where my FIRST payment was accepted. 
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.
I was traveling at a safe speed, I was actually going slower then anyone else on the road, and there is nothing or no one that stated otherwise.  It was flash flood conditions, the road was dark, I was on a freeway, and there was all of a sudden a deep pocket of water that I drove thru.  WIth it being dark outside, in a severe storm, as you can see from the weather conditions for that day in my area, I was being as safe as possible.  I was not able to see the black pocket of water, which happens alot in Houston.  My car sits low to the road and the bumber was torn off in the water.  Yes I was able to drive due to it just being the bumper.  There was no reason to contact the police since there was nothing else involved.  I contacted my insurance company as soon as I made it home.  The body shop agreed with my assessment of what happen, and said that they actually see the same thing often.  I have spoken with and filed a complaint with the Dept of Insurance, and have spoken with my new insurance company, who all agree, this is a comprehensive claim.  Also, I have attached Elephants own definition of Comprehensive claims.  My car was damaged by flood waters.  Flash Flood Waters.  That is pure Comprehensive.  I feel that the insurance company did not want to pay this claim in the first place since I was new with their company.  They also accused me of lying about how the damage occurred.  I offered several ways to prove it, all of which they never pursued.  This is just there way of causing me more grief then the grief they put me through just to fix my car in the first place.   I have also attached the weather conditions for this area on that day.  This happened after 9pm at night.  DARK.... FLASH FLOODS... KNOWN FLOODING AREA... THE CAR WAS DAMAGED DUE TO FLOODING ROAD CONDITIONS....
Regards,
[redacted]

December 19, 2014 [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 this customer’s concerns.   I have...

reviewed the case file, please see below:                 On 09-01-2015 this customer, now a former policyholder, called in to purchase an auto insurance policy from Elephant. At time of sale, we advised about our autodraft process. He was specifically told the down payment and subsequent payments would be drafted from the card on file. Our agent went over the process in detail to confirm acknowledgement.  Our agent stated “…make sure funds are available, we don’t mail a bill, we bill your card….” And then continued to advise “…If you miss a payment, Elephant may charge your card at a later date to cover any amounts past or currently due. Do you agree with the process? He said “Yes.” Our agent again advised “…We don’t mail a bill, we text an email five days in advance every month to remind you of your payment….” She then collected his cell phone provider at this time as she had previously confirmed his phone number earlier in the call. So not only was our former policyholder notified of the process at time of sale, he was receiving reminder texts five days before his payment was due.   Additionally, he received billing invoices via mail and reminders via email. Up to this point, our former policyholder made no indication he was unhappy with our billing process.  Elephant will not be refunding our former policyholder as it was funds owed for services provided. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 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]

June 17th, 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...

Ms. [redacted]. On May 14th, 2016 Ms. [redacted] purchased a policy with Elephant effective for May 21st, 2016. When filling out the application she indicated she had no lapse of insurance in the last three years. Elephant, like most companies use prior insurance status as one of many rating factors to determine premium and as a result we independently verify it much like pulling a motor vehicle report to determine if someone has any tickets or accidents. We do realize that not all insurance companies voluntarily report a customer’s policy activity so sometimes we need our policyholder to obtain what is called a “proof of coverage” letter in order to verify continuous insurance coverage; this letter provides the effective dates and any cancellations through the policy history. It is a common practice throughout the insurance industry to request this letter for verification and any of Ms. [redacted]’s prior insurance companies can easily provide this information to her. In many cases she can contact her former companies online for the letter. Unfortunately, the declarations page and ID cards cannot be used as prior insurance verification because while they have the effective dates of the prior policy, they do not take into consideration any cancellations that may have happened in between those dates. Elephant advised Ms. [redacted], once we receive the proof of coverage letters we will be happy to reverse the endorsement and amend the policy reflecting no lapse. We would certainly hate to see her leave and look forward to receiving the requested information so we may serve her insurance needs. 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

[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: [email protected].
Regards,
[redacted]

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the claim file for our policyholder. The claim was reviewed by the claims manager and was reopened by the adjuster. It was determined that in this case, a...

police report was not required, and the claim is currently being adjusted as an uninsured motorist claim. If the policyholder has additional questions, she can 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