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 suedAn
injury report was filed
What
I would like Elephant to do is:
Read
the police reportDemand
the release of the eye witness comments and video reported to the [redacted]
PoliceBase
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]

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
At the time that I had applied for coverage I had been homeless and my license and registration was to my parents address. I have been in and out of shelters and later was able to get a car in which I was sleeping in in the [redacted]. My previous insurance carrier was filed on the same address and when I had changed insurance carriers I had informed them that I was homeless and had no physical address to put on file due to my situation. The representative assured me that it wouldn't have been a problem to use the P.o Box at United States postal service address and if I had the money they would process the payment. I had been in a few accidents and allowed elephant insurance to send information to the [redacted] address which I was getting on good standing with my family in which they had allowed me to receive mail there but I was not living there. At the time when I was in the accidents I did not have PIP coverage and there was no problem or any suspicion to my garaging address but when I had put PIP Coverage on my premium and was hit from behind and attempted to used my coverage they assumed the responsibility to pay for the medical treatment which allowed me to be seen by the doctors and then after the mere fact that I was using my pip coverage I was denied and canceled. Pointing out that I had been on previous accidents and these suspicions did not occur for 8-9 months until I had added pip coverage to my insurance and needed to use it this company is using their power to deny and resolve my claim. I want this company to pay for the medical bills that they told the medical providers that they were going to pay for.
Regards,
[redacted]

December 29, 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 Ms. [redacted]. I have reviewed the claim...

file, please see below. On October 23rd, 2015 Ms. [redacted] was involved in an accident with our insured; Elephant deemed our insured to be at fault. On November 5th, 11th, 16th and the 19th, we called Ms. [redacted] to ask her which body shop she would like to take her 2014 [redacted] and on November 25th [redacted] called on behalf of Ms. [redacted] to advise they would be repairing her vehicle. Elephant received an estimate from [redacted] on December 8th indicating not only the price of the repairs but the time it would take. On the same day we called the body shop and conferenced Ms. [redacted] in to set up an appointment to repair the 2014 [redacted]. At this time we also confirmed with the body shop with Ms. [redacted] on the line that the repairs would only take three days and the rental car we are providing Ms. [redacted] would only be authorized for three days; repairs were to begin on Tuesday December 15th and be complete by Thursday December 17th. Both parties acknowledged and understood. Elephant set up a rental car reservation through Enterprise for Ms. [redacted]. On December 17th, Elephant called [redacted] to confirm that the vehicle was ready for Ms. [redacted] to pick up and was advised that repairs had not been started. At this time, we advised the body shop that we would not be providing an extended rental as they had confirmed on December 8th this repair job was only to take three days and if Ms. [redacted] needed an extension on her rental vehicle they would be responsible. They acknowledged and understood; we also called Ms. [redacted] and left a voicemail as she did not answer her phone to advise of the new developments. Ms. [redacted] has indicated that [redacted] has offered a rental vehicle from [redacted] at no charge. Since Elephant was not responsible for the delays in the repairs to Ms. [redacted]’s 2014 [redacted], we will not be able to extend the rental coverage. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni [redacted] Product Compliance Specialist Elephant Insurance Services

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted]. I have reviewed the policy history of our policyholder. Miss [redacted] bound her policy herself online on March 26th, 2017. She put another driver on the policy who had a driver’s...

license that did not match the policy state. For any driver’s license that does not match with the policy state, the website generates a message saying “An underwriting representative may contact you for updated, in-state driver’s license information.” A letter was sent with certificate of mail to the address provided by our policyholder on March 30th requesting proof of a valid and active driver’s license for the added driver on her policy. The letter stated if the information was not provided, the policy would cancel on April 19th. The policyholder did not provide Elephant with the requested information, so the policy cancelled on April 19th. Elephant is refunding the policyholder all unearned premium and worked with the policyholder to ensure that she did not have a lapse of coverage between Elephant and her new insurance carrier. 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

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 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

[redacted]
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Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted].
I am...

unable to locate [redacted] in Elephant’s claim or policy systems, using the information provided in the complaint form.
[redacted] states that Elephant was negligent in verifying coverage for her financed vehicle, because the policy provided only liability coverage. [redacted] states that ‘new vehicles under loan are required to have full coverage insurance’ in the state of [redacted].
While Elephant has never used the terminology “full coverage”, I believe that [redacted] believes that her policy should have provided physical damage coverage because the vehicle was financed. Most lenders do require that their collateral be insured for physical damage, as a condition of their loan. It is however the responsibility of the lender and the vehicle owner to place and verify the proper coverage.
Elephant uses a third party to report coverage placed with us to the lenders reported to us by our insureds. Our vendor provides daily electronic notification of coverage that is placed or discontinued to lenders who also subscribe. It is also common for lenders to call Elephant to verify that proper coverage is placed on their collateral. These calls frequently occur when a policyholder purchases liability only coverage and the lender receives notification
I am unable to verify if [redacted] lender ever contacted Elephant, because I have not located the policy on which she is or was insured, however it is not the responsibility of an insurance company to verify what coverage a lienholder has on file for its collateral.
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]

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

Good morning, We had a customer bought an automobile from us. My company agreed to assist her with the down payment on a credit card. We did get reimbursed. This was a 1 time charge, period. Now because Elephant cant contact their customer they charged the monthy payment to my card in my company name. At no point did I sign , or anyone in my company sign or acknowledge an auto pay agreement. So I want my payment back and I want to know the name or names of the Elephant representative that authorized my card to be used cause I consider that theft and I will press charges. Now I was informed by Elephant that the policy has been canceled because of a license issue. Well ok, how do you charge for a policy that is not in effect anyway?

June 16th, 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. Noble. On November 25th, 2015 Ms. [redacted] purchased a policy from Elephant’s website. At the time of sale she indicated that she lived and garaged her vehicle in Texas. When she later added her other vehicles, our agents asked where the vehicles were primarily garaged and she advised the same. At no time when she called in to manage her policy did she let Elephant know that any of the vehicles were registered and sometimes garaged in Louisiana. If we had known that, our licensed agent would have advised to have the vehicles either registered in Texas if they were primarily garaged there and if not, then we would have told her she needed a separate Louisiana policy for those vehicles. We depend on our applicants and policyholders to provide accurate information during the policy life so we can ensure the coverage and policy is correct. Unfortunately, we cannot dictate what the state of Louisiana requires and since Ms. [redacted] represented herself as a Texas resident and her vehicles being garaged in Texas, Elephant assumed that the registration of her vehicles were also in Texas as required by the state. Elephant is not able to tell by any of the vehicle characteristics where it is registered. Since we provided coverage for her vehicles as they were presented we will not be back dating the removal of any of the vehicles; if Ms. [redacted] has not done so we urge her to obtain a Louisiana policy for the vehicles registered in Louisiana. 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

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 Ms. [redacted]. I have reviewed the policy and billing for Ms. [redacted]’s cancelled policy.   Ms. [redacted] purchased a policy effective 7/25/2012, and paid a down payment of $103.96 to bind coverage.  Ms. [redacted]’s first monthly payment was invoiced on 8/5/2012 and due on 8/25/2012.  Ms. [redacted] did not pay the invoice or call Elephant to cancel her policy.  On 8/27/2012, Elephant issued notice of cancellation for non payment of premium, effective 9/11/2012.  In the state of [redacted], we are required to give policyholders 15 days notice of our intent to cancel for nonpayment of premium.  When Ms. [redacted]’s policy cancelled on 9/11/2012, she owed Elephant $33.30 in earned premium for the coverage provided form 8/25/2012 through 9/11/2012.  On 9/27/2012, Elephant sent Ms. [redacted] a final invoice for $33.30, which advised that the amount would be turned over to collections if not paid.  As detailed in the letter, there is a $20 collections fee.  We are unable to remove this record from Ms. [redacted]’s credit, as it is a balance owed for services rendered.  To avoid owing Elephant for coverage provided after 8/25/2012, Ms. [redacted] would have only needed to contact us to properly cancel her 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] Elephant Insurance Services

January 6, 2015[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]
Insurance is a...

contractual relationship between the company and the insured.  The policy contract defines the duties and responsibilities for both parties. Elephant’s policy specifically states that we may not pay damages to a third party without obtaining a verbal or written statement from our insured,detailing their account of the loss.I have reviewed the claims file for the loss that [redacted] reported to Elephant on 11/29/2014.  Between 11/29/2014 and 12/17/2014 Elephant attempted to reach our insured via phone eleven times and via letter three times. Elephant has contacted our insured at his on file phone number and address and at an additional phone number that we found during this investigation.  To date Elephant has not received the requested contact from our insured; therefore any payment to [redacted] on the insureds behalf would put us inviolation of our policy contract.  [redacted] was provided a claim denial letter, dated 12/18/2014; this letter will allow her to file an uninsured motorists claim with her own insurance carrier.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]

Worst Insurance Co ever they continued to send emails on stuff that I already signed cancel policy by mistake after two weeks try to raise my policy because said I didnt sign paper dening the pip then After more problems I cancelled policy in writing on Sept 29th and on Oct 7th took 649.00 dollars out of my acct and refused to give my money back because I didnt call in they dont care about customers and scamed me out of my hard earned money and lied there way out of not refunding me money they know they owe Me.

June 9th, 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 Wednesday June 1st, Mr. [redacted] was involved in an incident with our insured. We advised him that it would take 24-48 hours to determine if our insured’s policy was in effect at the time of the loss; he stated he understood. Approximately, an hour and a half later Elephant received a phone call from Mr. [redacted] and we then advised it would take 24-48 hours for review, he understood. Elephant however, has no record he called or emailed on Thursday June 2nd and on Friday June 3rd, due to system issues we were not able to provide our customers with a level of service they have come to expect. We express our sincere apology that Mr. [redacted] was unhappy with the service he received. I have reached out to one of our claims’ supervisors and we will be reaching out to Mr. [redacted] within the next 24 hours. 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 ** S[redacted] Product Compliance Specialist Elephant Insurance Services

November 22nd, 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 October 26th 2016 Mr. [redacted]...

called Elephant regarding his current payment. He advised Elephant that there had been fraudulent activity on his credit card account and he forgot to update the account. Our customer service agent updated the credit card on file and advised that there would be a non-sufficient funds (NSF) fee which would be applied to the next bill to which he did not question. On November 1st, Mr. [redacted] emailed Elephant to inquire about a notice he received regarding his next payment and why there was a late fee as he called in on the due date to make his payment; our email team sent his policy to one of our customer service supervisors for review. A few days later Mr. [redacted] called Elephant inquiring about his policy and we waived the NSF fee as it should not have been applied since he did indeed make his payment on the due date. Should Mr. [redacted] have any additional questions we encourage him to contact 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

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the file for our policyholder. There was another review of the sales call for the policy conducted by a member of our Risk Management team which operates...

independently of sales and customer service. We found that the policyholder did not mention an [redacted] when he called in to bind his policy. The policyholder e-mailed Elephant the night of August 14th to advise that he had received notification from the [redacted] that an [redacted] had not been filed. Elephant responded the morning of the 15th that an [redacted] had not been filed, but that the policyholder could call in to file one and that there would be a $** filing fee. The policyholder is welcome to file an [redacted] with Elephant. The minimum coverage limits with an [redacted] are higher than the state required minimums, so the rate may change if the policy limits are below what is required for an [redacted]. A one-time $** processing fee would be needed to file the [redacted] for this policy term. If the policyholder has additional questions or would like to get an [redacted], we recommend that he contact our customer service department at the number listed below. 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

Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the billing history for our policyholder. The policyholder purchased the policy online on August 16th, 2017. When purchasing policies online, customers must click...

a purchase button, above which is a disclosure stating: “By clicking ‘Purchase’, I authorize Elephant Insurance to…initiate recurring debits for the payment of insurance premiums and associated fees from the card specified…I understand Elephant Insurance may debit my card at a later date to recover amounts currently or past due.” The due date for payments is the 17th. An invoice was sent to the policyholder on August 28th advising of an upcoming payment on the due date of September 17th. No payment was made, and a non-payment cancellation was mailed to the policyholder on September 20th advising the policyholder of the fees on his account for the payment being late and that the policy would cancel if payment were not made by October 2nd. No payment was made, and the policy cancelled. An e-mail confirmation of cancellation was sent to the policyholder on October 2nd. On October 17th, a notice was sent to the insured that his outstanding balance with Elephant was being sent to collections. The policyholder called in on October 20th, and the agent explained how the money owed to Elephant came from unpaid fees and the cost of coverage provided but not paid for. Feedback was provided to the agent on proper procedure for transferring to a supervisor and on what to do when a supervisor is not immediately available. If the policyholder has additional questions, we recommend that he contact our customer service department. 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

Good afternoon,I am unable to locate this consumer in our policy issuance system by name or phone number.  May I please have a policy number?Thank you,CP

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant)
regarding this customers concerns.
This complaint involves claim number [redacted]with a
date of loss on 2/16/14. Our insured is [redacted] 
Under policy...

# [redacted].
The insured asks what we paid on this loss and to whom.
After the loss, Elephant inspected his vehicle and determined
the damage to the vehicle was too severe for repair and it
was declared a total loss. Since there is a lienholder
([redacted]) the [redacted] is not allowed to
owner-retain the total loss. We were informed that the
named insured and his partner, [redacted], were upside-down
on the auto loan. By law, the lienholder has a legal right
to hold a customer responsible for the contractual
obligation. To put the totaled vehicle into Elephant’s name, we need
the insured to read and sign a Power of Attorney.
• On 2/26/14, the prior Total Loss associate provided the
total loss figures to [redacted] and he described the
Power of Attorney (POA) and why we needed the document.
• On 2/27/14, the prior Total Loss associate called again
and spoke with the named insured, [redacted], while
the lienholder was sitting in the next room.
• On 3/3/14, the prior associate left the company and this
loss was reassigned to [redacted] then
sent an email to the insured asking him to complete the POA.
• On 3/31/14 the TL associate sent another email trying to
get a status to our requests for a POA. Our TL associate
was informed by [redacted] that they also
requested the insured complete the POA.
• On 5/21/14, the lienholder contacted the TL associate and
said they were going to begin a paper repossession of
the insured’s vehicle and would keep us informed. No payment
has been made to date.
• As of 5/28/14, neither our named insured nor [redacted]
have signed and returned the needed Power of
Attorney as requested. To complete the Total Loss
evaluation, we will need the [redacted] Power of Attorney to
resolve this Collision 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 [redacted]
Sincerely,
[redacted]
[redacted]

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

December 20, 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 Insurance Services (Elephant)of the concerns of our policyholder (PH). Elephant’s policy notes reflect that the required address verification was received on 11/14/16 and that the policy remains in force.  Elephant communicated to the PH that the underwriting request was satisfied via email on 11/14/16. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services