Elephant Insurance Services

November 3, 2015 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). I have reviewed the policy notes and billing history for the FPH’s account. The FPH did call and ask that a payment draft attempt be stopped on 10/16/15, however this request was made 3 days after the payment due date and after our system made 2 attempts to draft the payment.  The agent who took the FPH’s call was incorrect in stating that she could change the payment due date. We are unable to stop a payment draft attempt if the PH does not call 3 days prior to the payment due date.  This process is detailed in the payment FAQ’s, which are issued with all of our insurance policies.  The amount of the 10/16/15 draft was appropriately billed and the FPH was advised that they would be on auto-pay when the policy was purchased. 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 Elephant Insurance Services

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 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]

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]

January 28, 2015[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Dear [redacted] Thank...

you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]  Elephant reimbursed Mr. [redacted] for the rental for his rental vehicle from the day that he obtained it through the day that work should have been completed on his vehicle. The shop that Mr. [redacted] chose to use for repairs to his vehicle exceeded the timeline on their estimate by 6 days.  The shop did not present a supplement for additional damage to support the delay in completion of repairs.  The shop that Mr. [redacted] selected is not in Elephant’s network; therefore we do not guarantee their work and cannot cover rental expenses for their delay. 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]
[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.
[Provide details of why you are not satisfied with this resolution.]
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

Dear [redacted]
Thank you for notifying Elephant Auto Insurance (Elephant)
regarding the concerns of [redacted]  
This incident involved 3 vehicles and Elephant took a
detailed statement from each of the 3 drivers
involved...

in the accident.  Based on our
investigation, Elephant determined that we were only
responsible for the rear end damage to [redacted]  The statements from our insured [redacted]
and Claimant [redacted] as well as the photos of all 3
vehicles support these findings.
The front car was the [redacted] it was rear
ended by the [redacted].  Our insured
then rear ended the [redacted] but did not push it back into
the [redacted].  Elephant determined that
our insured [redacted] is 100% responsible for the rear
end damage to the [redacted] TL.
Following are summaries of the statements from each of the 3
drivers.
10/01/2014 @ 05:18 PM
Named Insured [redacted]
Named Insured was driving on [redacted] in the left lane
at the posted speed limit of 35 mph.  CV #1
slammed on its breaks and the NI swerved to avoid hitting
it, but was unable to completely avoid the
collision.  The driver’s side front of the insured
vehicle hit the passenger side rear of CV #1.  After the
named insured exited the insured vehicle, he discovered that
CV #2, the [redacted], had stopped suddenly
and for no reason.  CV #1 rear ended CV #2 and our
insured vehicle rear ended CV #1.
10/07/2014 @ 04:03 PM
Driver of claimant vehicle #2, N. [redacted]
Claimant vehicle #2  
Claimant vehicle #2 was leaving the GMU campus, with
vehicles travelling in its front.  CV #2 braked
suddenly and came to a complete stop in three
seconds.  CV #2 was able to stop without hitting the
vehicle which was traveling in front of it, which also
stopped suddenly.  OV was not involved in the accident.  CV
#2 was stopped when the driver felt CV #1 hit the vehicle in the rear and push
it forward.  
Our insured vehicle then rear ended CV #1.
10/07/2014 @ 03:13 PM
Driver of claimant vehicle # 1, S. [redacted]
All involved vehicles were leaving the [redacted] campus and
turning left onto [redacted]  The vehicles
were traveling towards another intersection at approximately
35 – 40 miles per hour.  OV was traveling
in front of CV #2 when it slammed on its brakes and came to
a complete stop.  CV #2 came to a
screeching stop behind the other vehicle.  CV #1
was able to come to a stop before being hit by the IV in
the passenger side rear bumper.  CV #1 was then
pushed into CV #2.   
The statements summarized above and physical inspection of
the vehicles involved support that
Elephant’s insured driver is only responsible for the damage
to the rear of CV#1, which is owned by Ms.
[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,

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 April 11th, 2016 Mrs. [redacted] called Elephant to file a hail claim for an incident that happened on 03-23-2016. During our investigation we found that there was a prior hail claim filed with another company in 2013 and the check was issued directly to Mrs. [redacted]. When we asked if she had receipts or any other information to demonstrate that the 2013 claim had been paid she said no. At this time we advised that we could not move further with the investigation until we were able to determine what damage occurred with the loss in 2013 versus the one that happened a few months ago and any documentation of repairs for the prior damage would be helpful. Ms. [redacted] stated she had no record of the prior repairs so we have reached out to the vendor that contracted the original appraiser and are currently waiting for them to reach back out to Elephant to advise of their findings. We have been in constant contact with Ms. [redacted] throughout the claim process; however, we also have to do our due diligence to ensure we are not paying for existing damage. 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]

January 6, 2015[redacted]
[redacted]
[redacted]
[redacted]...

[redacted] Revdex.com Case Number:[redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] called to remove a driver from her policy on 12/27/2014.  Removing one of the two drivers listed on the policy changes the driver to vehicle factor and causes an increase in premium of $46.43.  Our rating algorithm is approved by the state and the factor for having one driver and two vehicles is higher than the factor for having two drivers and two vehicles..  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]
[redacted]
[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.
 
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]

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

November
13, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of our former policyholder (FPH). Our FPH had multiple terms on the...

same policy, due to a policyholder requested
cancellations and rewrites.  Our policy
notes detail several attempts to explain the billing and amounts due to the
FPH. The FPH cancelled prior to the expiration of her first policy term, while owing
payment for adding a vehicle and a driver.  Payment for these changes was billed but not paid.  When the FPH called to rewrite the policy, we
advised that payment was still due from the canceled policy term.  The FPH made the required payment and started
a new policy term.  The FPH subsequently charged back the payment made to restart the policy, which
is why we drafted a payment after cancellation of the policy.  This procedure is in accordance with our
established procedure and is communicated to policyholders with their issued
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]

July 7th, 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...

Mr. [redacted]. On April 28th, Mr. [redacted] was involved in an incident, after our investigation we deemed his [redacted] a total loss although it was still drivable. On the afternoon of June 20th, 2016 Mr. [redacted] turned over his vehicle and the proper paperwork so Elephant could settle his claim with his lienholder. At this time we also set up a rental vehicle reservation for him. On June 27th, we still had not received the information we needed so we made a call to the title company to see if they received all of the items they needed and they had; we submitted payment to Mr. [redacted]’s lienholder to settle the claim. At this time, we advised that we were not able to extend extra rental days. One of our agents took another look at the claim file later that day, and it was decided that we would be able to extend the rental agreement through July 10th, 2016. We advised Mr. [redacted] of this on June 27th, 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 [redacted] 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.  For your reference, details of the offer I reviewed appear below.
As I already stated - I have called in TWICE to elephant insurance to cancel my insurance! On the 12th and the 14th! BOTH times I spoke to a customer service representative that told me my insurance was cancelled.  THAT is why I am so frustrated and have taken to filing a complain with the Revdex.com! 
Regards,
[redacted]

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns.
[redacted] began a quote with Elephant online on July 7,2014 at 11:58AM. In quoting online, [redacted] would have had to select the state for coverage. As we do not currently...

offer coverage in DC, [redacted] would have had to select that he wished to purchase a VA policy. Additionally, [redacted] would have been the one to provide his work address as a garaging address for his vehicle. on July 16,2014 around 1:28PM, [redacted] called to purchase the policy because he was at a dealership purchasing a vehicle. [redacted] reviewed the quote with a licensed agent and once again confirmed the Virginia address as his home /garaging address. He also stated to the sales agent in regards to his DC license that he would be getting a VA license within 30 days.
On August 11,2014, [redacted] then called at 11:37AM and stated that he lived in DC and that we had his mailing address wrong, the address [redacted] himself had provided as his address. He was advised to find replacement coverage before calling to cancel. He was advised at that time that a refund would require a 7-10 business day processing time. [redacted] called back that afternoon at 12:27PM and stated he had a replacement policy and requested a refund. The agent again advised that she was cancelling the next payment draft and requesting the refund, which would require 7-10 business days to process back to his card on file.
He called back later that same afternoon at 1:59PM to ensure the policy was cancelled. He was advised that the system was updating, but the policy would be cancelled effective August 11. He was advised that as soon as the policy cancelled and the refund generated, someone would call him back to confirm. Customer was upset that refund wasn't immediate and stated it was "difficult." He called again at 2:20PM and spoke with an agent who gave him the same information.
The customer called again on August 12 at 8:08AM and again was told the policy was cancelling, the next payment would not draft, and that he would receive a return call when the system finished processing the request. He called again at 8:36AM and 10:12AM and was advised the same information by other agents.
The customer called again on August t3,2ot4 at 8:16AM and threatened he was seeking legal advice if he didn't get a refund. Agent advised that the system was processing the cancellation. He was again assured the policy was cancelling and he would receive a call back.
That same day of August 13 at 3:45, the system finalized the cancellation process and an automatic cancellation email was generated and sent to the customer. Additionally, on August 14,2014 at 2:38PM, an agent returned a call to the customer advising the cancellation has processed and a refund would be sent electronically to the card on file and could take up to 3-4 weeks depending on his bank. The refund of $191.82 was electronically processed and sent to the
customer's bank on August 17,2014, less than one week after the customer's request for a refund.
The customer was clearly advised at all steps of the cancellation process the timeline expectations. We utilize the most efficient manner of providing refunds by refunding to the card used to secure the policy, but some processing time is required.
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

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

April 18th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted].  I have reviewed the...

claim file for Mr. [redacted]. Elephant has been in constant contact with Mr. [redacted] either via email correspondence, letter or by phone. We did advise Mr. [redacted] of the reasons as to why the claim is still under investigation. There are several discrepancies with the facts of the loss he and his partner have submitted to Elephant and we are still trying to corroborate. There were no witnesses and we still have not received the police report number that Mr. [redacted] stated he would send. Additionally, the third party involved in the incident has not been able to be reached in order for us to ask what happened that morning. One of our claims supervisors and the handling adjuster for his claim has addressed his concerns on several occasions. With regards to his rental vehicle, Mr. [redacted] has exhausted the limits his personal auto policy contract allows and as a result we are no longer able to provide payment for a rental vehicle. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Dear [redacted],
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
[redacted] purchased a policy with Elephant on 08/12/2014. In her complaint she states that she did not set her account up for auto pay, and was not told that she needed...

to. [redacted] also states that she missed her 09/12/2014 payment and received a notice of cancellation, effective 10/08/2014. [redacted] further complains that Elephant's customer service department was untruthful in detailing unsuccessful payment drafts from her on file account and in advising that all accounts are required to be on automatic payments. Finally, [redacted] states that her online customer portal was updated as a result of her to/02/2014 call.
I have reviewed the sales call from 08/12/2014. [redacted] was transferred to an Elephant sales agent from a lead aggregator, at 12:49 P.M. At approximately thirty minutes into the call, the agent does explain the automatic payment arrangement and advises that the monthly installment will be debited on the 12th of each month. [redacted] stated that she agreed to this process.
[redacted] also mentions Elephant's billing FAQ s in her complaint. Because our online payment FACIs state in part "if your account is set up for auto pay" [redacted] believes that Elephant has been untruthful in telling her that we require policyholders to sign up for automatic payments. The FACIs are written this way because we do not require policyholders who pay their premium in one annual installment to keep a payment method on file. All policies that pay via monthly installment are required to be set up for automatic payments.
Regarding [redacted] accusation that we updated her customer portal the same day and as a result of her 10/14/2014 call, we did not and could not change the online interface the same day. The customer portal can be changed by our information technology department writing new code or by actual changes to the policy. We did not update the customer portal on 10/02/2014 and [redacted] did not change her policy. Coding updates must be pushed in an IT build, which would occur after business hours. Policy changes are reflected in the portal as 12:01am the day after they are made.
Elephant has removed [redacted] on file payment method pending resolution of this complaint. We regret the confusion that occurred in this matter.
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

December 13th, 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]. On September 4th, 2016 Mrs. [redacted] was involved in an accident and it was found that her [redacted] was deemed a total loss. On November 14th, 2016 Mrs. [redacted] called Elephant to remove the vehicle from the policy the day after the loss. When we did so, there was a credit applied to the account in the amount of [redacted] that went towards the remaining balance. Initially one of our agents advised that the policy did decrease by that amount; however, incorrectly advised there would be a refund back to her account on file. Unfortunately, this was exacerbated by another agent repeating the same misinformation. On December 1st, 2016 when Mrs. [redacted] called Elephant she was provided the correct information from two of our agents, a team lead and a supervisor. Since there was a balance due on the policy, Mrs. [redacted] will not be receiving the initial refund from the policy amendment.
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