Elephant Insurance Services

October 27th, 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 September 3rd, 2016 Ms. [redacted] and her sister were involved in an automobile accident. Her sister being the driver of the [redacted] was deemed to be at fault in the accident and after further review of the claim, the vehicle was found to be a total loss. Once our investigation was complete, we paid a total of $8,067.00; $4,606.92 to her lienholder to pay off the loan and the remaining $3,460.08 directly to Ms. [redacted]. With regards to Ms. [redacted]’s mothers personal injury claim, should she still have questions I would urge her to contact the injury specialist assigned to her claim. 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

January 21, 2015[redacted] Revdex.com Case Number:[redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant automatically renews policies 55 days prior to the expiration of the current policy term, this allows our policyholders time to make a decision about whether or not to purchase the renewal.  Our billing system does automatically generate invoices for the renewal offer. Elephant notes that [redacted] contacted us on 1/9/15 and 1/19/15, to advise that he does not want to purchase the renewal policy that we offered.  We have noted the system accordingly and [redacted] will not be charged for the renewal  . 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]

July 18, 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 former policyholder (FPH). Because this FPH came to Elephant without current insurance and presented a claim the day after the policy incepted, this loss was automatically referred for special investigation.  This is standard practice and is not a reflection of the FPH.  Because the accident was not reported to the police and the vehicle was driven away from the scene, Elephant needed to verify the date of the loss.  Elephant is unable to change the fault determination or the coverage under which we paid the damages.  While operating a vehicle an individual has the duty to maintain proper control.  If the speed at which the FPH was traveling was great enough to damage the vehicle, it was too fast for the road conditions.  Additionally, the FPH did not maintain proper lookout for obstructions in the road. 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

March 9, 2015[redacted] 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 Mr. [redacted]. I have reviewed the file for Mr. [redacted] claim.   Mr. [redacted] is represented by an attorney, which makes it inappropriate for Elephant to communicate directly with him.  Our file shows that since securing representation, Mr. [redacted] has repeatedly contacted us directly.  Elephant has directed all responses to Mr. [redacted] attorney, as required by state law. We are actively working to resolve the valuation of Mr. [redacted] claim.  Our file shows that we are waiting for a return call from Mr. [redacted] attorney, which we requested on 2/27/2015.  We feel that providing any detail regarding the claim in this forum would be tantamount to communicating directly with Mr. [redacted], and would be inappropriate since he has secured legal representation.  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] Elephant Insurance Services

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]

March 29, 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 policyholder (PH). Elephant’s file shows that a refund was processed on 3/16/2016, and that...

the refund has cleared. Sincerely, CP Elephant Insurance Services

December 20, 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 (FPH).  Elephant changed the...

fault indicator for the September 2014 loss to no fault on 12/07/2016.  We are unable to remove the claim from our system due to records retention requirements.  Due to the no fault indicator, this loss should not affect the rate on any [redacted] policy.  Elephant has provided the FPH with a letter of experience that details this loss. When the policy cancelled for nonpayment of premium on 12/07/2016 there was a balance due of [redacted].  This balance included [redacted] for earned premium and [redacted] for incurred fees.  A payment of [redacted] was drafted from the account on file on 12/09/2016.  There is still a balance due of [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 1-877-21 TRUNK (1-877-218-865). Sincerely, CP Elephant Insurance Services

January 5, 2017 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 (FPH).  I have reviewed the call during which our FPH states that an agent advised that her payment due date would be changed for all future payments. Unfortunately, the FPH misunderstood what the agent told her. The agent advised that the due date could be permanently changed when there was a zero balance due on the policy.  The agent did not advise that Elephant would change the due date at a future time based on the policy notes, the agent advised that the system was not able to change the due date until there was a zero balance.  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

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

[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 [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]  
[redacted] states that Elephant changed the amount of her payments without her knowledge and that we assessed
nonsufficient funds fees.  [redacted] states that...

a representative from her bank advised her that Elephant did not
attempt to process the transaction that incurred the nonsufficient funds fee.  Further, [redacted] states that customer
service advised that she was being charged for her prior policy and that she should disregard Elephant’s notice of intent
to cancel for overdue premium.  Finally, [redacted] states that customer service representatives did not return her calls
as promised.   
The amount of [redacted]’s payments changed because the account became past due and incurred fees.  The amounts
that Elephant drafted or attempted to draft were all invoiced to [redacted] 20 days prior to the first attempt to draft
the amount.  The payment amount first increased because fees were assessed and secondly because multiple
installments were owed.  The amount due increased again when [redacted] charged back multiple payments.  The
charged back payments were for insurance coverage that Elephant had already provided [redacted].
Regarding [redacted]’s statement the Elephant assessed fees without attempting to draft a payment are not consistent
with the transactions reflected in our billing system.  [redacted]’s current policy incepted on 06/20/2014 after the prior
policy cancelled for nonpayment of premium on 06/09/2014.  [redacted] was held accountable for the bad debt
associated with the prior policy.  This is in accordance with Elephant’s established procedures; we will not extend new
coverage to a prior policy holder who has bad debt with us.   
Elephant’s policy notes do detail that multiple service agents failed to return calls to [redacted], as promised.  We
regret our failure to follow through and apologize for this.  [redacted] notes that she was advised that the only payment
option given to her was auto pay and states that this was not the case earlier in the year.  This is correct.  When Ms.
[redacted] started a new policy on 06/20/2014 Elephant had implemented revised billing procedures.  We require
policyholders who are paying via more than 2 installments to sign up for automatic payments.   
I have reversed all late and nonsufficient funds fees assessed to [redacted]’s account to date, and had the billing
corrected so that all future installments are equal.  I, as well as our customer service department have been attempting
to contact [redacted] since the receipt of this complaint.  To date [redacted] has not returned our calls, despite my
advising that we needed to hear from her by today.  [redacted]’s account is past due and we have not received apayment since 08/21/2014.  I had placed a hold on the billing account, to avoid the policy canceling prior to the
resolution of this complaint.  I removed the hold today, as I advised [redacted] that I would in my 11/06/2014 voice
message.  The policy is still in delinquency and is set to cancel for nonpayment of premium on 12/01/2014.   
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]

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]
Sirs;
What Elephant states is incorrect.  [redacted] has NOT closed this incident, and here is why.
[redacted], of the [redacted] City Attorney's office stated to me that they had approved the payment as of June 26, 2014. They were sending full payment to Elephant. He also informed me the Elephant insurance had declared my vehicle a TOTAL LOSS and was issuing a SALVAGE TITLE for my vehicle. This was confusing because if Elephant had done so, they would pay me the salvage value & not pay for the repairs. Further, had they done so & not informed me. It is possible that I would attempt to sell the SUV with a clear title, only to find I had tried to sell a vehicle with a clear title, and be charged with a Class B Felony "Fraud" when the new owner filed the title.
I spoke to [redacted] at Elephant who assured me that there was no filing of a SALVAGE title, & that I would receive my $500.00 deductible shortly.  That was last week.  After not receiving the promised check, I again contacted Elephant and spoke to [redacted], who informs me that they had sent all of the information to the City of [redacted] to request payment. Obviously [redacted] knows nothing about this mess. So her I am, fully two months after the accident, and I am still out the promised $500.00 deductible.

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. In order to issue the check for a total loss vehicle with a lienholder, insurance companies require a certificate of title...

proving ownership of the total loss vehicle. The title that Elephant received still had the previous owner’s name on it, so the adjuster told the former owner that the title needed to be in the policyholder’s name. Elephant became aware of this issue on April 14th and informed the policyholder of the issue on the same day. Elephant contacted the former owner on April 14th, the 17th, the 21st, and the 24th requesting an updated copy of the title. On the evening of 24th, Elephant received a title showing the policyholder as the owner of the vehicle. The adjuster issued a check request the evening of the 24th to issue payment on the 25th. The adjuster sent a text message on the 24th to the policyholder’s phone advising that the payment request had been submitted and that it would take 3 to 5 days for the check to arrive via mail. If the policyholder has specific questions about the claim, Elephant recommends that the policyholder contact her claims 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 1-877-21 TRUNK (1-877-218-865). 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 Mr. [redacted]. On March 4th, 2016 Mr. [redacted] was involved in an automobile accident and on March 8th Elephant was able to obtain a statement describing what happened; at this time he advised he wanted to file through the claimant’s carrier. On March 11th, he called the claim adjuster to advise that the other carrier denied his claim and he wanted to pursue through Elephant. Even though he had stated he wanted to go through the other carrier, we had begun some preliminary work into the claim. We were in the process of confirming the date of loss as well as waiting on estimates from our vendor with regards to the repair work that needed to be completed. Sometimes this process can take some time as we need to ensure that all damages to a vehicle were a result of the loss that occurred and not pre-existing damage. Additionally we were also trying to verify the date of the accident; we confirmed the incident with the Colorado County Department of Safety Highway Patrol on March 26th, 2016. We also advised Mr. [redacted] about our direct repair body shop network; and while we can guarantee repairs made in a timely fashion and the quality of those repairs, we could not do so with a repair facility that was not in our network. He stated that he understood and gave us the contact information to his body shop. Elephant began conversations with the repair facility Mr. [redacted] chose on March 26th and continue to be in constant contact with them regarding the repairs. Unfortunately, we cannot compel his body shop to make the repairs quicker than they are as they are not in our network and we do not have a contract set up with them. All we can do is monitor the work; currently, two repair estimates have been approved and the third supplement is pending approval. 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

October 27th, 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 September 21st, 2016 Ms. [redacted] called in to update her payment information; however, a draft on her account had already been attempted and since the account was invalid the policy incurred a $25.00 insufficient funds fee. Our customer service representative made an exception to waive the fee, unfortunately this was not done and her next month’s payment was drafted with the $25.00 insufficient funds fee and a $10.00 late fee for the prior payment being late. Ms. [redacted] regrettably had to call in to inquire again about her billing. At this time instead of a credit back to her account she wanted the $35.00 credited back to her account; we were able to do so on October 20th, 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] Compliance Specialist Elephant Insurance Services

November 25th, 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 09-29-2016 Ms. [redacted] and our insured were involved in an accident where we deemed our insured to be 100% at fault. During the course of investigation, Ms. [redacted] was deemed a total loss. In determining the value of the [redacted], Elephant reached out to the vendor we use [redacted] ([redacted]) [redacted] for assistance. There are many variables they use in determining the adjusted loss value of a vehicle such as the model, mileage, optional features, accessories, and condition of the vehicle  to name a few. We also look at other vehicles in the local area to help determine the market value. In this instance, we were able to make an offer on Ms. [redacted] of [redacted]. At this time we also explained since she had a lienholder that this amount would go towards the open loan. If the loan was less than [redacted] then the loan would be paid off but if the loan was more than that she would need to pay the difference. She was unsure how much the existing loan was; we also advised of the paperwork needed to finish up the claim. She understood but wanted us to also explain this process to her boyfriend, we called him at the number provided and explained the process. To date we have not heard from Ms. [redacted] and in order to complete the claim we would need her to contact us and provide the paperwork needed.
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

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]

June 1st, 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 the [redacted] family. On 04-04-2016 Mrs. [redacted] (Ms. [redacted]) was involved with an accident with Elephant’s insured. The vehicle involved, a [redacted] was deemed a total loss. We spoke with Mr. [redacted] on 04-06-2016 and advised prior to making any payments or affording coverage we would need to speak with all parties involved, he understood. Initially we did advise that we would only reimburse $30/day for the rental vehicle because we were obligated to provide a temporary substitute vehicle but there is no stipulation as to what kind of vehicle, only that it be reliable transportation as this is a temporary situation. Later, we did as a courtesy increase the rental reimbursement to $50 per day. Secondly, I do have our claims department taking another look at the storage fees to ensure they are accurate. We will reach out to Mr. [redacted] if anything changes. Third, regarding the after-market parts, it is common for estimates to be re-evaluated when a vehicle is examined by the adjuster. Additionally, it is standard Industry practice for companies to ask for receipts as proof of purchase for customize items not initially installed by the manufacturer. Once we received the documentation, we updated the settlement amount and a check was issued on May 23rd, 2016. The amount issued for Mr. [redacted] was not reduced by 80%; if Mr. [redacted] has questions about the calculations, I would encourage him to contact his 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 [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.
In Elephants response, they verified the customer service supervisor, as did 100% of every Elephant employee I spoke to on the phone, told me prior to each renewal, a Motor Vehicle Record (MVR) was obtained from [redacted], each stating my license was suspended.  I called Elephant today, to try to obtain a copy of those three MVR (renewal 2014, 2015, 2016).  No matter who I spoke to, no one was allowed to share those records, or had access to them.  I had left messages for Mr. L[redacted], but was hoping any rep. could share those MVR reports.  Finally, after several requests for MVR's, Mr. L[redacted] appeared on the phone.  He said Elephant could not provide a copy of the MVR, as they NEVER requested a MVR.  EVER. Not for any of my three renewals.  WOW!!Mr. L[redacted] admitted, after listening to all my phone  call recordings, that EVERY employee misled me.  They all said [redacted] reported my license suspended, and I need to deal with [redacted], NOT Elephant, that [redacted] made the mistake.  Mr. L[redacted] admitted on a recorded line, that EVERY Elephant rep. I spoke to was incorrect in their actions, and again, no MVR was EVER requested.  Keep in mind....the manager of Customer Service Supervisors, Elizabeth, who oversees all of customer service and their supervisors, repeatedly told me this was a [redacted] mistake, as they had reports from [redacted] pulled prior to every renewal, showing suspended.  That was 100% lies.Please keep in mind, nothing on my part has changed in over three years, except I added two vehicles recently purchased.  ZERO tickets, accidents, claims, suspensions, miles driven / year, location of residence, location of vehicles, drivers (I am single, so ZERO other drivers, zero kids, etc).  The only change was that Elephant noted my account as suspended license based on their MVR request, which now they admit they don't pull.  So my status with Elephant changes from suspended (never suspended w/ [redacted]) to valid, and they can save me $** EVERY month?  They claim it is based on the long length I have owned  my vehicles.  Two of the three I recently purchased, one last year, the other 2 years ago.  That makes ZERO sense.Mr. L[redacted] admitted they made horrible mistakes at every turn, never requested a MVR, and in fact, Elephant just recently (recent months he shared) became able to run MVR.  Prior, they were not able to run them as they claim FOR ANYONE prior to renewal.  He also claimed they are retraining all employees due to my case, so this doesn't happen again.I don't care about Elephants retraining.  I only care about my horrible C.S. experience, being hung up on EVERY call, and my increased premium for 36 months.  Why should I pay for THEIR mistake?  I still demand the difference in premiums.There is no regaining my lost time, but I would like to reclaim my wasted money.
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.
It still looks like there was a collision although it says it was "No Fault." In [redacted] and in most places, you pay a higher rate when you have been involved in a collision; whether you were at fault or not. It should be removed or say "False Claim," because that's what it was.
Since I'm still not satisfied, I will file a complaint with the [redacted] Insurance Administration.
Regards,
[redacted]