Elephant Insurance Services

August 2, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear [redacted] Thank you for notifying...

Elephant Auto Insurance (Elephant) regarding the concerns of this claimant. Elephant uses a third party vendor to secure the reports that law enforcement officers write regarding accidents.  This means that the reports are not available to us for 30 days.  Frequently we are provided with copies of these reports sooner by insureds or claimants.  The individuals involved in the accident are able to secure these reports much more quickly.  It is our practice to pay for the involved individuals to secure the reports. In this case the metro report was available via our vendor on 07/29/16.  Elephant cleared coverage and authorized repairs on the day that we received the metro report.  We issued payment for the repairs on 08/02/16. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, ** Elephant Insurance Services

Dear Ms. [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the policy and calls for our policyholder. Mr. [redacted] called at 9:06 A.M. on the morning of March 6th, 2017 to remove two vehicles from his policy. While Mr....

[redacted] was on hold for an agent, he heard that customers could receive up to **% off their policies by paying in full for the entire policy term. The Elephant agent removed the vehicles from Mr. [redacted]’* policy, and when asked about the **% paid in full discount, the agent advised that Mr. [redacted] was not eligible because the discount is only available at new business and at renewal. The agent advised Mr. [redacted] that he would be eligible for the discount at renewal. Mr. [redacted] requested that the agent notate that he asked about the discount and to amend his policy to make him eligible for the discount. The Elephant agent advised that she could not notate this information, but that the call would be recorded. Mr. [redacted] requested to speak with a supervisor, and the agent assured Mr. [redacted] that a supervisor would call him back before the close of business. Mr. [redacted] then called at 9:55 A.M. on March 6th, 2017 and spoke with a customer loyalty agent. The customer loyalty agent reviewed Mr. [redacted]’s policy and was able to find additional savings for him. While reviewing Mr. [redacted]’s policy, the customer loyalty agent also saw that our system recorded Mr. [redacted]’s driver’s license status as suspended. The agent advised that Mr. [redacted] could submit a copy of his driver’s license, and the agent would check with underwriting if this proof would be sufficient to change his license status in our systems. The agent then processed the amendment to confirm the savings from the policy review, and said that they would call Mr. [redacted] back once they received a copy of his driver’s license. The same customer loyalty agent called Mr. [redacted] back at 3:43 P.M. on the same day and advised that underwriting was requesting a recent transcript of Mr. [redacted]’s driving record because his driver’s license was showing that it had been renewed in December of 2013, and it could have been suspended in that time. The supervisor that Mr. [redacted] requested to speak with in his first call at 9:06 A.M. saw the note that he had spoken with the customer loyalty agent and believed that Mr. [redacted]’s issue had been resolved because he had obtained the savings through the policy review. Mr. [redacted] called in at 10:14 A.M. on March 7th to advise that he had not been contacted by a supervisor regarding his initial issue with the paid-in-full discount, and requested to speak with the same agent he spoke with at 9:06 on the 6th. This agent advised that Mr. [redacted]’s policy was set to non-renew due to a suspended driver’s license and then transferred him to a supervisor, as per Mr. [redacted]’s request. The supervisor advised that Elephant’s system ran a Motor Vehicle Report (MVR) from the [redacted] on October of 2016 showing that his driver’s license was suspended. The supervisor also advised Mr. [redacted] that driver’s license status is not a rating factor, so Mr. [redacted] was not paying additional premium in his 3 years as an Elephant customer due to his license status. Mr. [redacted] called in at 11:34 A.M. on the same day and advised that he spoke with the Virginia [redacted] and that the [redacted] stated that his driver’s license was not suspended and had not been suspended in three years. Mr. [redacted] requested the fax number to send the [redacted] documentation to show that his driver’s license was valid and he requested to speak to a supervisor. The agent advised that all Elephant supervisors were in a meeting and advised that they would schedule a callback to him on the same day from a supervisor. Mr. [redacted] asked how Elephant obtains information on driver’s license status. The agent advised that they were not able to access that information, but they did get a supervisor to speak with Mr. [redacted]. The supervisor advised Mr. [redacted] that the driver’s license information came from the [redacted] and that they must have misreported the information. Mr. [redacted] advised not only did the [redacted] advise that his license was valid, but the [redacted] also said they had no reports of an Elephant query on his driver’s license status. Mr. [redacted] continued to call trying to get confirmation of whether or not Elephant pulled his MVR report, and if so, when, so he could confirm the information with the [redacted]. Elephant did receive documentation that Mr. [redacted]’s driver’s license is valid, and we amended his policy and removed the underwriting flag for nonrenewal. Elephant did not query the [redacted] to find the status of Mr. [redacted]’s driver’s license.The savings from Mr. [redacted]’s policy review were processed prior to his submitting the valid driver’s license information. Elephant apologizes for any inconvenience that Mr. [redacted] has experienced, and based on the content of the calls, feedback has been given to the agents and the supervisors that answered Mr. [redacted]’s calls. 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

January 6, 2015 [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]

March 22, 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). This policy was cancelled for lack of underwriting information.  Elephant’s policy notes show that the PH provided the required information ant that the policy was reinstated without a lapse on 03/14/2016.  Sincerely, CP Elephant Insurance Services

October 13, 2015  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). I have reviewed the policy notes and claims filed by our FPH. The FPH had a loss in August, for which we have a police report on file saying that the vehicle was struck while unoccupied.  Elephant assessed the vehicle and investigated the loss.  The damages sustained by the vehicle are not consistent with it having been struck while unattended.  The officer who wrote the report was not present when the vehicle was struck; he completed the details based on the FPH’s statements. The FPH had a loss with us in December of last year.  We issued payment for damage to the insured vehicle as a result of that loss.  The damage was not repaired prior to this loss; we are unable to pay for the same damage a second time. Our FPH purchased loan/lease payoff coverage in June of 2014.  The vehicle was refinanced in March of 2015 for an amount in excess of that due on the original loan, had those payments been made in accordance with the terms of its agreement.  The difference between the payoff amount that should have been due on the original loan and the actual cash value of the vehicle at the time of loss is less that the total of the collision deductible and the damage from the December loss.  No payment is due under this 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 [redacted] Sincerely, [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 find that this resolution would be satisfactory to me. It seems my complaint is not with Elephant Insurance, rather my own carrier, as I spoke with them several times during the time frames that were mentioned in the response letter. I greatly appreciate the information and response and will be in touch with my insurance carrier.
Respectfully,
[redacted]

Dear Mr. [redacted]           Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. On July 6th, 2016 Mr. [redacted] and the claimant were involved in an auto accident in which Elephant deemed Mr. [redacted] to be at...

fault. Unfortunately the claimant sustained injuries as a result of the incident. During the course of the investigation, the claimant provided the necessary medical documentation required and Elephant paid accordingly. Secondly, Elephant is obligated to protect our insured when they become legally liable because of an accident arising out of the ownership or use of a covered vehicle. In this case our insured, Mr. [redacted] was not only legally liable for property damage done to the claimant’s vehicle but bodily injury incurred by the claimant. 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.The insurance company has not reach out to me to repair the damage in my vehicle. It is seven days since I received the imail with the statement from elephant insurance.
Regards,
[redacted]

August 2, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimant. Elephant uses a third party vendor to secure the...

reports that law enforcement officers write regarding accidents.  This means that the reports are not available to us for 30 days.  Frequently we are provided with copies of these reports sooner by insureds or claimants.  The individuals involved in the accident are able to secure these reports much more quickly.  It is our practice to pay for the involved individuals to secure the reports. In this case the metro report was available via our vendor on 07/29/16.  Elephant cleared coverage and authorized repairs on the day that we received the metro report.  We issued payment for the repairs on 08/02/16. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, ** Elephant Insurance Services

October 20th, 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 October 12th after Ms. [redacted] provided proof of residency for [redacted] and stated that she was no longer engaged to her fiancé in [redacted] where she shared residency, Elephant’s Underwriting Department made the exception to renew 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 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Review: We have hail damage couple months ago on their car a cold made a claim adjustment came check the car took the picture said they will contact us regarding the claim the contact us next month after the adjustment came I talked to them few times over the phone they said they will call me back next day never heard from them and it's already was two weeks I never seen check for repairs Sony a-mount was saying we'll get for the repair will continue paying on our insurance but nothing is done no check for repairs nobody calls us I tried to contact the manager he never called me back I'll really appreciate if you going to help usDesired Settlement: I would like them to send the check for car repair

Business

Response:

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]

Review: I am very displeased with your company, I sent this e-mail to you guys on January 29, 2016. I have reviewed my bank account and have noticed that you drafted $333.23 from account, but this amount does not reflect in my billing statements with you. So you guys take money from customer because you want to?? Where is my money. This is the most horrible company I have had to deal with. If this issue is not addressed I will be filing a complaint with the Revdex.com and also reaching out to your CEO or VP of your company and also cancelling my service with you all. You also continue to make up these late fees of 25.00 that I owe you, which nowhere in my contract does it state that I would have to pay; it is addressed as a NSF Fee (an Insufficient Fund Fee). I work with contracts and billing all day I know what that means. You can charge me a $10.00 late fee, but a $25.00 NSF Fee is an inaccurate charge.

Once again, I have reached out to my bank as one of your supervisors advised me to do, since she says that Elephant only drafted my account for $174.00 ( and some change). I have contacted my bank and guess what?!?! You all did draft $333.23, so where is my money? I paid you $523.71 to bring my account current not too long ago, so have you guys just pocketed the money?? I want this issue resolved, because someone owes me my money! I am starting to get very frustrated with this company, after this month is up I will have no choice but to discontinue my service and go elsewhere.Desired Settlement: I want the refund of $159.58 put back into my account.

Business

Response:

April 22, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH). I have reviewed the billing and payment history for this PH with senior leadership in our service department. The billing and payment history is accurate and no refund is due to the PH. Elephant is currently preparing an itemized statement of the account history, which we will send it to the PH. Elephant has also waived late fees incurred during the PH’s dispute, as a courtesy. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, CP Elephant Insurance Services

Consumer

Response:

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.

The credit that was placed on my account was not to my satisfactory since I am still owed $80.00, I have attached with this response a copy of the information that was provided to me from my bank that proves that you all owe me the remainder of the amount I have requested. When I first called in I spoke with one of your supervisors and she stated that I should contact my bank for the refund that was owed to me, now all of the sudden no refund is owed. I feel like I have been given the run around. I have yet to receive a detailed billing statement that was promised to me a week ago. I want see what payments that were made and what month the payment was applied to. I find it hard to believe that Elephant allowed me to be 6 months behind without cancelling my policy.

Regards,

Review: I'm putting in a complaint because in 2012 I voluntary repo my car and move back to New York from VA. I called to cancel my policy right away but come to find out later the Lien holder to my old car [redacted] put in a insurance claim for damage to the car which the car had no damage at all. [redacted] immediately called and canceled the claim with you guys they spoke to an Amanda Mayfield. I was later notified when I went to get an insurance quote that I had an accident claim that was my fault from Elephant insurance. I contacted elephant several times regarding this issue they sent me a letter just saying that I was not at fault for the incident. I never had incident in the first place to put on my record. Now I have extremely high insurance policy because i'm being fault for accident I never had. I would like this taking off my driving record because I never put in a claim it came from the lien holder and it was closed immediately with nothing being paid out. I was unaware that the lien holder even put in this false claim. I should of been notified from Elephant Insurance and the lien holder immediately. Can someone please investigate this situation have it remove off as an incident or accident on my name its causing me multi issues for my premium. One of the claim customer services people were very nasty to me when I last called. Thats not good customer service.

POLICY # [redacted] Claim[redacted]Desired Settlement: I would like this so called false claim remove from my name immediately or I will take legal action

Business

Response:

September 21, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear [redacted]

Thank you notifying Elephant of the concerns of our former policy holder (FPH). Elephant has not reported the claim that our FPH’s lienholder submitted as an at fault loss. The claim was classified as fault unknown. Elephant has verified that we reported the fault as unknown and we have provided our FPH with a letter of experience that she may give to her current insurance company. We are unable to remove the record of the loss being reported to us, as it would violate our terms of service with our vendon. Sincerely, CP Elephant Insurance Services

Consumer

Response:

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.They should remove it because its a false claim and no accident happen. The letter they gave me just said its not my fault but I never had an accident or filed a claim. The lienholder did and then drop it immediately. I will be getting attorney to a civil suit against elephant insurance.

Regards,[redacted]

Terrible and dishonest insurance company! When you have a claim they will try to find any possible loophole to get out of paying.

Review: Several weeks ago now, someone insured by Elephant Auto Insurance totalled one of our vehicles while it was parked. Subsequent to that accident, we were unable to report the claim because Elephant Auto Insurance had computer problems and claimed their phones and computers were down for over a week. Finally, after their phones and computers came back up they did dispatch an appraiser who was very friendly. After that began the ridiculous offers of settlement for the Actual Cash Value of our vehicle. They cite or claim to cite documents from CCC One. However, they seem to manipulate the numbers in such a way as to make finding an actual ACV impossible. They then offered to accept documentation from me that demonstrated the inaccuracy of their manipulated numbers and then they failed to consider them. My experience with them has been absolutely abominable.Desired Settlement: Firstly the Revdex.com needs to know of Elephant's computer failure and the incredibly lengthy restoration process. Secondly, their off would be considered on the low end of fair if it were 15% higher than it is now. They are rude and threatening when you disagree with them.

Business

Response:

July 6, 2016 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 this claimant, (CLMT). Elephant uses a vendor called CCC to calculate damage appraisals and the actual cash value of total loss vehicles. CCC is the industry standard and it helps Elephant to ensure that we are making fair and unbiased offers to all claimants. Elephant did experience system outages between 06/03/16 and 06/08/16. This was an unfortunate occurrence and was inconvenient for policyholders and claimants. Elephant notified the states in which we operate about the systems outage and we worked hard to minimize any inconvenience to effected individuals. This loss occurred on 06/03/2016 and Elephant made a settlement offer on 06/17/16, this is a reasonable timeframe. Elephant did invite the CLMT to provide documentation to refute our total loss offer. The CLMT provided valuation information for vehicles that were in better condition and with lower mileage than the totaled vehicle, therefore the info that he provided did not affect Elephants total loss offer. 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, CP Elephant Insurance Services

Review: A collision occurred on May 30th 2016 on private property. I filed a claim the same day. I received a call from Elephant representative Ryan short on 5/31. A statement was given and I was informed of my deductible on my second vehicle. The amount quoted was incorrect. I was transferred three times and advised it would be researched and I would receive a call back after reviewing the call for the insurance request on 6/1. I called 6/3 and left a message for Ryan Short 8048234630. I called again on 6/6 8:46am and left another message. I called back at 12:33pm 6/6 and got a message stating no calls can be accepted at this time. The recording was on his person line and the [redacted] number. No one has reached out to me for my vehicle repairs or the research concerning the deductible. I was sold a product on false pretense. The vehicle is inoperable. I pay on time and has not received any service. I cant even reach the company. They don't have phone lines to handle their call volume or staff to meet the customers needs.Desired Settlement: Explain the deductible and make the correction to what amount I was sold and get my vehicle payment to be repaired ASAP.

Business

Response:

June 22, 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). Unfortunately Elephant experienced enterprise wide system issued between 06/06/06 and 06/10/16. During this time we were unable to receive calls or view policy and claim files. Our records indicate that the PH agreed to our settlement offer for her vehicle on 06/14/16 and that we issued payment on the same day. Sincerely, CP Elephant Insurance Services

Review: After being involved in an accident with a driver having Elephant Insurance under Claim number: [redacted] the driver gave an initial statement to Elephant Insurance accepting fault for the accident on a recorded line. The driver has not been able to be reached since then and although the driver has personally filed the claim and accepted fault Elephant Insurance will not make payment on the claim.Desired Settlement: I would like Elephant Insurance to move forward with the settlement of claim number: [redacted] so that my vehicle may be repaired promptly.

Business

Response:

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...

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I was in a car accident in which I had to use my uninsured motorist policy with my insurance company, Elephant. The company's adjuster classified the vehicle as a total loss. I have decided to keep the vehicle, however, Elephant is overly inflating the salvage amount they are seeking to recoup due to my decision to keep the vehicle. I provided 4 salvage quotes and provided them to the total loss coordinator. With explanation, the coordinator stated she would not use any of the reputable quote. I asked to speak to her supervisor several times via email. I also asked the coordinator to agree to a salvage value that was the average of the four quotes that I provided her. She has refused each of my request.Desired Settlement: For Elephant to agree to use the $655 salvage value (the average of the four quotes that I provided to the coordinator).

Business

Response:

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

Consumer

Response:

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.Since filing my complaint with the Revdex.com, I contact the salvage company that Elephant stated that they used. Based on the mileage and state of the vehicle they too only offered a quote of $500, which I have attached. Thus, Elephant used bad business practices in their salvage offer to me. I presented them with now five salvage offers, three of them for $500, thus given the effort and frustration, the questionable business practices of Elephant and apparent flexibility in their salvage offers, and Copart's (Elephant's vendor) specific salvage offer for my vehicle of $500 I am not willing to accept a salvage offer of more than $500. Otherwise, I am willing to file an internal complaint with Elephant's holding company, the Texas Insurance Commission and a civil suit should Elephant continue to side with bad business practices and not treating customers fairly and honestly.

Regards,

Review: On 4/8/16 I contacted Elephant Auto to push my payment out two weeks. The rep informed me she was going to cancel my scheduled draft scheduled to come out of my bank account 4/12/16 and set up my payment extension. On 4/18/16 I received an email from them saying thank you for my payment because they had processed it. I called in and after waiting on hold for 20 minutes a rep by the name of Gary took my call. I explained to him the situation and at first he kept saying they could not issue me a refund because it was a payment due to them so I repeated that I had scheduled an extension for a reason and I caused another one of my bills to not clear. Finally he agreed to speak with his supervisor who suggested they listen to the original call from 4/8. In that call it was determined that I did request a two week extension and because there was an error on their end he would send a refund request to accounting and reach out to me by the end of the day. By 7 pm I hadnt heard anything so I called back the rep that took my call said Gary was gone for the day but he would follow up with me the following day and she would remind him. She also stated after reading the notes he sent to accounting it was unclear of why the refund was being requested. So she was going to re-write the issue and have it escalated to her manager. The next morning I called again and Gary was on the phone but would be calling me back to give me an update...again nothing. Another call at 7 Gary was gone for the day but the rep said she reviewed the notes in the system and accounting stated they werent going to refund me because the original rep I spoke with "took it upon herself to change my due date" and its nothing they were going to do. She also stated Gary would be calling me back that was 4/19 I havent heard anything from these people.Desired Settlement: Customer service reps should fully explain the policy to consumers throughly and follow up when tney say rhey should. This payment has caused another bill to not clear and lots of frustration on my end. A credit of some sort possibly would be appreciated or changing my billing due date to the end of the month!

Business

Response:

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

Consumer

Response:

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.

What was the point of refunding the payment 3 wks later after my other bills have already been affected only for me to now receive policy cancellation notices the next day after the refund has hit my bank account? I havent received any calls from a customer setvice rep to resolve this, my payment for this month is due TODAY so now Im supposed to make double payments? Completely annoyed and unsatisfied. Some soret of arrangement needs to be made.

Regards,

Review: Money was taken out of my account without permission.Desired Settlement: I would appreciate if elephant would never take money out of my account again without the proper concent.

Business

Response:

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