Elephant Insurance Services

Review: This company will charge your account with no forewarning after telling you they've cancelled your account. When you call all they do is say it's policy, they will tell you they are going to send a copy of said policy to prove it and then never do. They are a rip off and the whole thing is a scam.Desired Settlement: I want everything drafted from my account on 9/6 placed back in my account.

Business

Response:

September 20th, 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 Mrs. [redacted]. On September 6th, 2016 Mrs. [redacted]’s automobile policy cancelled for non-payment resulting in a past due amount owed for services rendered of $66.47. On September 8th, 2016 Elephant drafted the amount from the account on file. Per our payment FAQs under the heading of “What if my policy cancels for nonpayment?” we explain that if the policy has a past due balance we may elect to charge the method of automatic payment at a later date. In this case, this is what we did as the monies were owed to Elephant for services rendered. We sent notice of the past due amount on September 1st; this coupled with the credit due back on the account for the actual cancellation resulted in an amount owed of $66.47. Elephant will not be refunding Mrs. [redacted] as the monies were owed for prior coverage provided. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Review: On this date I was driving on [redacted], North Bound, just passing under [redacted]. It was raining very hard, and I was traveling about or less then 40 mph due to the conditions. I was in the far right lane. I ran into a flash flood water on the freeway, that damaged the front end, mainly the front bumper of my car. I believe it partially pulled it off, then I ended up running over it. I immediatley reported what happen when I made it home that night to Elephant Insurance. They proceeded to put me through hell to get my car repaired. The main reason for this I believe is due to this being a new policy. I was even accused of lying until I informed them that I was a paralegal for an insurance defense firm and that at least 6 attorneys were willing to sign affidavits stating that they saw my car on Friday, the day before, and that there was no damage. I did not hit anything in the road other then flood waters, and possible the bumper of my car until it came off from the water. They finally repaired my car after alot of arguing. I have saved everyone of the emails since most of this was done via email. Now I have found out that they reported this as an "At Fault Collision"! They have stated, in email when I asked that they change this status " had you been traveling at a more appropriate speed or maintained proper attention to the roadway, these damages would have been avoidable" This was at night, in flash flood conditions, and I was traveling well under the speed limit, and being as safe as possible in the conditions I was in. That are stating now that I hit an obstruction? There has never been any mention of any obstruction, except flood waters.Desired Settlement: Correction of the incident turned from "At fault collision" to a Comprehension claim or an Not at fault collision.

Business

Response:

July 18, 2016 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). Because this FPH came to Elephant without current insurance and presented a claim the day after the policy incepted, this loss was automatically referred for special investigation. This is standard practice and is not a reflection of the FPH. Because the accident was not reported to the police and the vehicle was driven away from the scene, Elephant needed to verify the date of the loss. Elephant is unable to change the fault determination or the coverage under which we paid the damages. While operating a vehicle an individual has the duty to maintain proper control. If the speed at which the FPH was traveling was great enough to damage the vehicle, it was too fast for the road conditions. Additionally, the FPH did not maintain proper lookout for obstructions in the road. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, CP Elephant Insurance Services

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.

I was traveling at a safe speed, I was actually going slower then anyone else on the road, and there is nothing or no one that stated otherwise. It was flash flood conditions, the road was dark, I was on a freeway, and there was all of a sudden a deep pocket of water that I drove thru. WIth it being dark outside, in a severe storm, as you can see from the weather conditions for that day in my area, I was being as safe as possible. I was not able to see the black pocket of water, which happens alot in Houston. My car sits low to the road and the bumber was torn off in the water. Yes I was able to drive due to it just being the bumper. There was no reason to contact the police since there was nothing else involved. I contacted my insurance company as soon as I made it home. The body shop agreed with my assessment of what happen, and said that they actually see the same thing often. I have spoken with and filed a complaint with the Dept of Insurance, and have spoken with my new insurance company, who all agree, this is a comprehensive claim. Also, I have attached Elephants own definition of Comprehensive claims. My car was damaged by flood waters. Flash Flood Waters. That is pure Comprehensive. I feel that the insurance company did not want to pay this claim in the first place since I was new with their company. They also accused me of lying about how the damage occurred. I offered several ways to prove it, all of which they never pursued. This is just there way of causing me more grief then the grief they put me through just to fix my car in the first place. I have also attached the weather conditions for this area on that day. This happened after 9pm at night. DARK.... FLASH FLOODS... KNOWN FLOODING AREA... THE CAR WAS DAMAGED DUE TO FLOODING ROAD CONDITIONS....

Regards,

Review: In dealing with Total Loss Department we have had limited contact. No return telephone calls as requested. We have been lied to several time and have caught the individual red handed at lying to us. Her supervisor won't even return our calls.

We have never had an issue like this with any other insurance company and will be taking our business elsewhere. I don't care if it is "The Richmond Thing To Do..."

The original person we dealt with was and still is amazing. She always returns are calls within 24 hours.

We are tired of being lied to and promised copies of documents that they now claim they have not received.Desired Settlement: This complaint is about a settlement agreed upon between ourselves, the lien holder and Elephant. We were promised that everything would be done last Friday, but for some odd reason, it wasn't. We want a check immediately cut and sent to our lien holder overnight with a copy of the check and tracking information emailed to us. We would also like the young lady who has been caught in several blatant lies to be fired immediately. Her name is Lauren B[redacted] and our claim number for reference is [redacted] We would also like this confirmed, in writing, from the person that is actually in charge at the Richmond headquarters.

Business

Response:

August 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. ** Thank you notifying Elephant of the concerns of our policy holder (PH). Please find a chronology of Elephant’s handling of the 06/24/16 loss below: 6/30/2016 – PH called upset and mentioned that the body shop was giving her the run around. Our PH did not purchase rental coverage with her the policy, hence the impact of the shop’s actions on her. On the same day we spoke to our PH, informing her that her vehicle may be a total loss. The PH was upset at this news. 7/7/2016 – Elephant spoke to our PH to provide the valuation of the vehicle and discuss settlement options. The PH wanted to get a second opinion because she did not feel the vehicle was a total loss. 7/12/2016 – Elephant spoke to Lien Holder and obtained payoff amount. Elephant called the PH to advise what we had learned. 7/13/2016 – PH called and alleged that Elephant had not spoken to the lien holder. Elephant called the lienholder again, to discuss, and returned the PH’s call. 7/20/2016 – PH called to ask why payment had not been made and emailed alleging that Elephant lied about payment having been made. Elephant replied clarifying that we never said payment was about to be made; the lien holder still had not sent the necessary documents. 7/21/2016 – Elephant contact the lienholder and they advised, for the first time, that our PH needs to make an upfront payment of $487.82 before they will generate any letter of guarantee for us. The lienholder apologized for not having communicated this to us previously. Elephant called our PH to communicate this new information. Later the same day our PH confirmed making a payment to the bank. Also on this day, the Supervisor of the total loss adjuster called our PH to discuss the file. The PH expressed understanding of the situation. 7/27/2016 – The required documents arrived, from the lienholder and payment was issued the same day. Sincerely, ** Elephant Insurance Services

Review: On 3/4/16 I had an accident in right now is two months and I still don't have my car back , I call the insurance this soon this accident happened they keep me and number of the person who was going to help me with my case after four weeks that I haven't heard from this person I call when I asked what happen they told me they have no God a police report just yet finally they got the police report move my car to get repair. However they have not approved all the repairs and I still without a car, I keep calling the adjuster and I don't get an answer back I finally have to call and asked to speak with the supervisor they told me they were going to look at this. I just need my car back I pay all my insurance in full and whenever something happen I will expect for them to do their part at this point they haven't done it. The adjuster name is Ken I pay all my insurance in full and whenever something happen I will expect for them to do their part at this point they haven't done it.Desired Settlement: The only thing I ask is to get my car how it was before the accident I don't ask for anything else.

Business

Response:

May 23rd, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. On March 4th, 2016 Mr. [redacted] was involved in an automobile accident and on March 8th Elephant was able to obtain a statement describing what happened; at this time he advised he wanted to file through the claimant’s carrier. On March 11th, he called the claim adjuster to advise that the other carrier denied his claim and he wanted to pursue through Elephant. Even though he had stated he wanted to go through the other carrier, we had begun some preliminary work into the claim. We were in the process of confirming the date of loss as well as waiting on estimates from our vendor with regards to the repair work that needed to be completed. Sometimes this process can take some time as we need to ensure that all damages to a vehicle were a result of the loss that occurred and not pre-existing damage. Additionally we were also trying to verify the date of the accident; we confirmed the incident with the Colorado County Department of Safety Highway Patrol on March 26th, 2016. We also advised Mr. [redacted] about our direct repair body shop network; and while we can guarantee repairs made in a timely fashion and the quality of those repairs, we could not do so with a repair facility that was not in our network. He stated that he understood and gave us the contact information to his body shop. Elephant began conversations with the repair facility Mr. [redacted] chose on March 26th and continue to be in constant contact with them regarding the repairs. Unfortunately, we cannot compel his body shop to make the repairs quicker than they are as they are not in our network and we do not have a contract set up with them. All we can do is monitor the work; currently, two repair estimates have been approved and the third supplement is pending approval. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Review: I recently signed up for auto- insurance with Elephant. At the time I was quoted $115 per month (plus a small processing fee $7 I think). My first charge was for $117.80 on July 25th 2016. I recently received an invoice due on 8/23 for the amount of $147.76 (a $30 increase for no reason!?).

This made no sense based off my original quote so I tried to create a log in based off the policy number the company provided me. Their website says I do not have a current policy with this company and will not let me proceed to get proof of insurance or even access my policy that they charged me for.

I have sent attached photos of my bank statement showing the original charge of $117.80, the invoice they sent me, and a screen shot of their website declining my policies existence. No response from the company whatsoever.

THIS IS FRAUD!Desired Settlement: Return my monthly policy amount to the agreed upon amount of $115/month. And send me proof of auto-insurance. Don't do this again.

Business

Response:

August 10th, 2016 [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 Mr. [redacted]. On July 22nd, Mr. [redacted] purchased an auto insurance policy via the Elephant website. At the time, he selected his desired coverages which did not include uninsured motorist (UM) or personal injury protection (PIP). Upon receiving his policy documents, the PIP and UM forms stated what each coverage entails and includes the option to select or reject these coverages. Later that day, Elephant received the PIP and UM forms indicating coverage was accepted and signed by Mr. [redacted]. On August 3rd Mr. [redacted] emailed us inquiring about his billing as the premium had increased. One of our licensed customer service agents advised this was resulting in the fact we received his signed form indicating he accepted the additional coverage. When Mr. [redacted] stated that he did not want these items, our agent via email sent a new form for him to fill out and sign. Once it was received back, we updated his policy to reflect the change. We only completed the desired transactions of Mr. [redacted]. With regards to the customer service portal, Mr. [redacted] had keyed his birthday as 07-30-1989 so when he tried to access the portal and keyed his actual birthday, the system did not recognize his information as this is one of the key items in the verification process. The portal should be accessible to him now that his date of birth has been updated in our system. To date, we are unsure if he has tried to log in and/or register with the site. We advised of this through email correspondence between the dates of August 3rd, 2016 through August 10th, 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]

Consumer

Response:

Negative. Elephants response is inaccurate and dishonest. For starters I still to this day am not allowed to log in and fix my policy or even view my policy and haven't been able to since signing up with them period. I tried to give the benefit of the doubt, but I literally tried seconds before writing this. They have since sent me forms to change which I have done. However they're still over-charging me this month for no reason. Their staff takes over a week to respond to any inquiry at all which is absurd business practice to begin with. In the odd event I do get ahold of their customer service, it's like taking to a wall. I get the run around every single time. And here we are weeks later and a simple problem has not been fixed. Hands down the shadiest business practices I have ever been subjected to.

Regards,

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: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding Mr. [redacted]’s response. Since Mr. [redacted] has specific questions regarding his billing and the Elephant portal I have reached out to Customer Service to have a representative contact him to help him walk through signing in the portal to ensure the information on file is accurate. Additionally, it appears his billing is correct as we have received his signed Personal Injury Protection form; however, our licensed agent can also explain his payments and coverages in detail. 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 processed an auto quote and purchased my policy with Elephant insurance on 5/14/16 with an effective date of 5/21/16. Price was $2,000.73 for a one year policy which was about $120 less than I was paying before.

On 6/1, I received an email from the underwriting department. The underwriting department claimed that I had a lapse of insurance from 5/22/13 to 5/22/15. They requested I submit proof of insurance or else my policy would increase by $530.38; a 27% increase! Response was required by 6/8 or else my insurance would increase.

It was a ridiculous request. I have never had a lapse of insurance coverage not one day in the past 20 years. No insurance company has ever requested proof of insurance coverage before but I didn’t think it would be a difficult thing to complete. That was not the case.

On 6/4, I spent several hours on the phone with various insurance companies getting copies of documents I didn’t have handle. I submitted proof of insurance coverage for the prior three years, covering the dates requested via email. I submitted policy declaration pages, insurance ID cards, and even created a table to cross-reference the policy numbers. My last name changed during this period so I also submitted a court copy of the name change order. I assumed they couldn’t locate my prior insurance coverage due to the last name change even though my driver’s license number didn’t change but in any event I thought it prudent to submit since most of the insurance documents were under a former name.

On 6/10, I received a response from the underwriting department. This is 6 days after I turned in the documentation and 2 days after their deadline for my policy to increase. To my surprise, they did not accept my documentation. A declaration page and id card is insufficient evident of insurance. I have to call each company from the past three years and request a “Proof of Coverage letter or Letter of Experience (not a Declaration Page or ID Card)”. My insurance was increased buDesired Settlement: Cont problem due to space-This specific request was not in the first letter but I am convinced that was by design. It is very apparent to me that this insurance company is dealing in deceptive sales practices. They lure you in with a low price and then set demands that you can never fulfill to justify increasing your price. They intentionally didn’t specify the document required in order to raise my rate. I am sure that many people who receive the underwriting bait-and-switch notice don’t respond so their rates go up automatically. Some people, like me, respond only to find out that the only documents we consumers receive and are familiar with (policies and id cards) is not sufficient. And so, our rate goes up. Either way, Elephant wins and I lose. Except, I am cancelling my policy. And will warn anyone who asks me to never get a policy with Elephant. Any price they quote you is off by 27% because after the take your first mth pmt and have your bank info, they plan to increase your rat

Business

Response:

June 17th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. On May 14th, 2016 Ms. [redacted] purchased a policy with Elephant effective for May 21st, 2016. When filling out the application she indicated she had no lapse of insurance in the last three years. Elephant, like most companies use prior insurance status as one of many rating factors to determine premium and as a result we independently verify it much like pulling a motor vehicle report to determine if someone has any tickets or accidents. We do realize that not all insurance companies voluntarily report a customer’s policy activity so sometimes we need our policyholder to obtain what is called a “proof of coverage” letter in order to verify continuous insurance coverage; this letter provides the effective dates and any cancellations through the policy history. It is a common practice throughout the insurance industry to request this letter for verification and any of Ms. [redacted]’s prior insurance companies can easily provide this information to her. In many cases she can contact her former companies online for the letter. Unfortunately, the declarations page and ID cards cannot be used as prior insurance verification because while they have the effective dates of the prior policy, they do not take into consideration any cancellations that may have happened in between those dates. Elephant advised Ms. [redacted], once we receive the proof of coverage letters we will be happy to reverse the endorsement and amend the policy reflecting no lapse. We would certainly hate to see her leave and look forward to receiving the requested information so we may serve her insurance needs. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, Toni M. S[redacted] Elephant Insurance Services

Review: My father's truck was totaled by one of your insured. This is the least of the problems we have encountered. We have been met by bull headed stubborn adjusters on every front.

First- the auto rental allowance would not provide for another truck ($85 a day) and the insensitive representative told my dad he was retired and did not need a truck. He still has a working cattle farm and the need for a truck is paramount. This made my dad feel as if his all aspects of his claim would not be given the attention needed, since he is "old" and obviously not a productive member of society.

Second, the truck was placed on a salvage lot and he was informed he would be responsible for the storage fees starting on 4/8 in a letter that was written on 4/7 and was not even received until 4/11. (subsequently the adjuster did not even come look at the truck until the 4/20) We should not be responsible for any fees-- it was not our fault the truck was disabled and on this lot.

Third, the offer for the truck did not include all of the aftermarket items added. The adjuster asked us to submit receipts for the items, which totaled $4,298, and was then discounted by 80%.

Last, in the truck settlement he was penalized for the condition of the headliner, $189. This truck was loaded for moving and contained the contents of a house. There was a TV, computers, tools, a cat in a kennel in the back seat of the truck when it was hit in the side and flipped four times. I think the headliner might sustain some damage with everything flying about inside the cab.

It just seems everything was geared to take advantage of my dad. He has been so upset about all of this it was beginning to take a toll on his health. He feels like he should just take the unfair settlement to avoid more health issues and verbal condescension.Desired Settlement: $189 for the headliner

$2500 for aftermarket items

$600 for storage fees

$980 for additional charges on rental car (this is on top of the $1,400 they approved but have not paid at this time.)

$4,269 total

Business

Response:

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]’ [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]’ [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]

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.

My father did, ultimately, accept the proffered settlement in an effort to preserve his health. This situation was causing a lot of stress and effecting his health. The continued unprofessional attitudes of the adjusters was appalling. While you can exalt the virtue of increasing the rental fees that does not negate the biased and insensitive words of the adjuster discounting those who are retired among us.

Regards,

Review: I have car insurance with Elephant and was in an accident on 04/26. I was informed that I would be called within 2 hrs of having called in my claim. When I didn't hear from anyone, I called back on 04/27. The person on the phone said that "Crystal" would call me back by end of day. When I complained to the call agent about the poor customer service about her (the call agent) being curt, she abruptly hung up on me. I left Crystal a message same day 04/27 asking her to call me but never received a message. I called and left message again 04/28 but never received a call back. I called again today 04/29 to the call center and let them know that I was very dissatisfied and wanted the matter escalated and that I didn't want to deal with "Crystal" any longer. The agent, who by the way never said that they were sorry or even attempted to empathize with my situation, said that Crystal logged that she's tried to call me on numerous occasions but was never able to leave me a message. THIS IS A LIE. My phone is NEVER away from me. I have NO missed calls. I have heard from the insurance agency of the person who ran into me on SEVERAL occasions this week and they have even come to my home to assess the damage but I have not even HEARD from my own insurance company and instead have experienced VERY POOR CUSTOMER SERVICE SEVERAL times. This is my first claim with Elephant and I'm sorely disappionted.Desired Settlement: I want an apology for not having been communicated with AT ALL; apology for the LIES of Crystal; apology for the TERRIBLE customer service of your call center; ask that you change your call back policy (within 2 hrs, by end of business) since you can't honor it; encourage you to look into investigating Crystal from a HR perspective for derelict of duty and lack of integrity; encourage you to look into the abrupt disconnect of your 1st call agent; encourage you to look into the lack of empathy of 2nd call agent.

Business

Response:

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

Elephant insurance is a joke. Every single month I have issues with them and I have to call customer service. Then I speak to someone different everytime. They never listen and constantly screw up my account. They double charged me even after I told the girl TWICE to make sure payment only went through once. She was rude and sarcastic like I was the crazy one. When I've had nothing but issues with them why would I not make sure? I got screwed anyway. This insurance company is not personable at all!! I also have asked them and my wife has asked them several times to take her card off file and they havent done it yet. I tried adding my son AND his truck and the [redacted] only added my son. I had to call back AGAIN to fix their screw up. Then the price goes up every time I call. I told them I am very unhappy with their service and that I'm thinking about changing insurance and the MANAGER told me "Then do it!" I will do just that. If you're looking for an insurance company to take care of you and do what you pay them for Elephant Insurance is NOT the company for you!!! I've NEVER dealt with such a unprofessional company in my life!! Save yourself a headache and call someone else!

This is the worst insurance company I've ever seen in my life. They take money out of your account without your permission. The customer service is very unprofessional, and didn't take the time to resolve the issue. I wouldn't recommend anyone to this horrible insurance company.

Review: I purchased an auto policy with Elephant Insurance in 2015 with three vehicles on the policy. 2 of the vehicles were registered in Louisiana and 1 of the vehicles was registered in Texas. All 3 of the vehicles are driven and parked in Texas which is where I live and have been living since 2012. I do occasionally travel back to Louisiana when I need to handle business and visit my family. When I went to register my vehicles that are registered in Louisiana I was told by the DMV that my insurance are not valid and I will be unable to re-register my vehicle. I was naturally confused since I have been paying car insurance on all 3 vehicles since 2015. When I called Elephant Insurance on June 9 to explain the situation I came into the representative indeed confirm that my insurance are not valid in the state of Louisiana. I was then upset because I have been paying these insurance and never missed any payments for coverage that is not valid. When I asked the representative why I was paying insurance every month and they were knowingly billing me for insurance that are not valid in Louisiana the representative stated that he assumed that all of my vehicles had Texas plates and they do not run the VIN to verify the states in which the vehicles are registered. I of removed the vehicle from the policy which saved me about 65.00 but the representative then told me that I would still have to pay the 148 which is for all three vehicles because the invoice had already been mailed and I would not start paying the new price until July.Desired Settlement: I would like a refund of the months that I paid on the policy for the 2004 Mercury Moutaineer. I would also like to start paying the discounted amount now instead of waiting until July.

Business

Response:

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

Consumer

Response:

I do not accept this offer. All of my vehicles are garaged in Texas as I have a Texas address and have been living in Texas for years. This also doesnt satisfy my requirements because when I dropped one of my vehicles from the policy the representatice told me I would still have to pay the full 148 as if all 3 vehicles were still insured which is not the case. I am not asking for back payment I am however asking for my new policy and payment amount be applied now rather than later. I was told and I have the policy showing with me dropping the vehicle my payment amounts will be 85ish dollars instead of the 148. Youe company is asking that I pay the 148 for all 3 vehicles when only 2 vehicles are insured. 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,

Review: I am filing this huge complaint because Elephant Insurance has not paid their half.

The insurance has short changed me close to 1,453.00

For storage fees that exceeded.

From my understanding I was told to take it to a body shop and you will take care of this rest.

Now, my premium has gone up.Desired Settlement: I want to complaint to go notational and on the news if, possible.

that is not right what they are doing.

I do have proof of emails sent out and I wish to contact the President of this company.

Business

Response:

August 15th, 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 Mrs. [redacted]. On April 9th,

2016 Mrs. [redacted] had an accident and filed a claim with Elephant and after a

thorough investigation of the claim the vehicle was deemed a total loss. On

April 11th, 2016 when we spoke with Mrs. [redacted] as she was reporting

the claim, she indicated that she was going to have her vehicle towed to the

collision center and at this point we advised we needed our adjuster to take a

look at the vehicle first and we would only pay for three days of storage and

recommended to avoid unnecessary storage fees to leave the vehicle at her home

until we could as. Not only did she understand she called the shop and

advised them not to pick up the vehicle at this time; she even thanked our

adjuster for letting her know. She then advised our agent that the shop she

chose does not as storage fees and when our agent asked a second time to

confirm she said the representative at the shop stated “Oh no we don’t charge

for the storage.” Our adjuster did clarify and advised Mrs. [redacted] if they

do end up charging storage Elephant could only pay for three days. She said “Okay.”

Secondly,

on April 12th we sent a notice to Mrs. [redacted] via the email

address on file regarding mitigation and storage of the vehicle stating the

following: “Please be advised there is

state legislation that indicates parties involved in a loss have a duty to

mitigate their damages and expenses such as rental, storage, or any additional

damage to your property. We will only be paying for the storage fees to your

vehicle through 04/13/2016.” The

storage fees given to us were for the following dates: 04-11-2016 through

05-11-2016 which conflicts with our information received as our staff appraiser

completed the initial valuation of the vehicle on 04-12-2016 when the vehicle

was parked at Mrs. [redacted]’s house. Additionally, on April 27th,

we called Mrs. [redacted] and her son and left a voicemail indicating our

investigation regarding coverage was complete and to take the 2012 Ford Mustang

to the shop of her choice with the estimates in hand; again if the vehicle was

not at the repair facility, then storage fees should not have been incurred. This

in conjunction with her shop of choice charging other excessive additional fees

in some cases three times over the industry norm was factored into her total

estimate resulting in a reduction of $1,540.00. Should Mrs. [redacted] have

further questions about the fees and bill she received, we encourage her to

reach out to the body shop and inquire to have them review their billing.

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]

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I was in a wreck 6/1/2016. I was rear-ended, and given the drivers insurance information, which was Elephant Auto Insurance. When calling in to make a claim, no one on the phone could get me in contact with someone actually from Elephant, it was a 3rd party claims company. I have called numerous times, left voicemails, sent emails, and left messages, and I have received no response. I'm currently stuck without a vehicle, with my personal vehicle damaged, recovering from whiplash, and no one from the company will contact me to give me any kind of info, rather it be accepting or denying my claim, setting me up with a rental as their client rear-ended me, or giving me information to go to a DR to get checked on from the wreck.Desired Settlement: I just want someone in the company to tell me what is going on with my auto wreck claim, so I can pursue other means through my personal insurance to resolve my issues, even though the other driver was at fault

Business

Response:

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

Review: I not only have MULTIPLE EMAILS (over 10) saying that I am cancelling my insurance and that I have called in to their 1800 # cancelling my insurance, but I have made TWO PHONE CALLS to cancel my insurance as of 5/12/2016. Elephant insurance keeps claiming that they have not received any phone calls from me. I have SO MUCH PROOF that I have been trying to cancel my insurance since May 12th, 2016. And now I got an email this morning from them saying that I owe them over $500 b/c I haven't paid my insurance. Why would I pay an insurance bill for insurance I cancelled??? This company and their customer service representatives are TERRIBLE. They constantly just copy and paste tell me the same exact things every request I have, and apparently the 2 times I have called in to confirm my cancellation, they have mysteriously albeit very conveniently for them, misplaced records of my phone call.Desired Settlement: My desired outcome is for them to leave me alone! And stop saying I am late on my payment and telling me I owe them over 500 bucks. That's insane.

Business

Response:

June 1st, 2016

[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]. While I understand Ms. [redacted] would like to cancel her policy with us effective May 12th, 2016 in order to do so we need her to give Elephant a call and speak with a representative. I have searched our database with two phone numbers she has provided and could only locate six calls that Elephant made to her; voicemails were left when possible. In a few cases, the mailbox was full and we could not leave a message. We have this requirement in place to protect our policyholders in the event someone obtains their information and attempts to cancel the policy for nefarious reasons. If Ms. [redacted] has a different phone number or remembers the name of the agent that assisted her, I can certainly use those criteria to check our database. Otherwise, I would encourage her to call in and speak to one of our representatives for assistance. 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] Tell us why here...

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.

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,

Review: I filed claim on 3/7/16. I noticed damage on 3/4/16 but am unsure when it occurred (which I stated from the very beginning of every conversation that I did not know when this was done because it was on the front passenger side of the bumper). I first spoke with my insurance adjuster Troy on 3/9/16 which is when we held our discussion about what I think happened to my vehicle. The adjuster stated to me that I needed a police report for this to be filed as an uninsured motorist claim, but if I could get the police report filed that he would take it to his supervisor and she would honor the police report (he did not give me a timeframe for this to be completed). I had to figure out who had jurisdiction and contact them. Through a series of phone calls I found out that police do not come to do a police report in my situation and instead I needed to file a Driver Crash Report with the State of Texas. I complete and I called to check the status and now my adjuster says that his supervisor, Evelyn, will not honor the report because it was not within 24 hours of my conversation with my adjuster. There was no time in our conversation on 3/9 that adjuster mentioned to me I needed to get him the report within 24 hours. He referred to my auto policy as a reference for what normally happens in an uninsured motorist claim but neglected to ever mention to me the full statement on my policy (as soon as practicable) in every conversation we have had, only the “24-hour” clause which is what was convenient say to get me to process the claim as a collision and not uninsured motorist. For the record the entire policy reads: c. Your covered auto; provided that the Insured, or someone on his or her behalf, reports the accident to the police or civil authority within 24 hours or as soon as practicable after the accident. I started working on getting this document as soon as I could figure out the correct process of what I needed to do and how to get it (which was as soon as practicable).Desired Settlement: I would like to be refunded my $500 as a collision incident and charge accordingly as a $250 uninsured motorist claim. For the record - I did also have an uninsured motorist claim filed with Elephant Auto Insurance 10 months prior to this claim and there was NEVER a police report filed at all and was never told that this was mandatory before this claim. I spoke with 2 other people from Elephant during this open claim and both agreed that this was filed incorrectly.

Business

Response:

May 23rd, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. On March 7th, Ms. [redacted] called Elephant and advised that while her car was parked in the parking lot at work, she came out and saw that her vehicle was hit by an unknown driver. The incident happened on March 4th, three days prior to her calling us; she had not called the police to file a report. This requirement is listed as part of her duties per the policy contract to file a claim under Uninsured Motorist coverage. A copy of her policy contract was not only sent at time of sale but also on her renewal. When Ms. [redacted] spoke with our claims adjuster he did advise that we could start the claims investigation under Collision coverage and should she obtain a police report after the fact, his supervisor would review and if she approved it we could re-categorize the coverage under Uninsured Motorist coverage. Ms. [redacted] indicated she understood that this was a possibility but not a guarantee. With regards to her initial claim with Elephant that was categorized as an uninsured motorist claim, there were witnesses that saw the accident happen and with their help we were able to find the person that hit her vehicle; however when we called their carrier, we found out that coverage was not in force resulting in it being covered under Uninsured Motorist coverage; the main difference between the two claims. 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.

The company has made no effort to rectify the situation. If the claim should have been only been processed as a collision (as the company is stating) then the adjuster should have never said they could possibly process as an uninsured motorist. The misrepresentation of ability led me to believe that if I did my due diligence it would result differently, and the reasoning behind why it was not changed was purely subjective to what the representative deemed to be acceptable. The guidelines were unclear and the facts are being twisted only to benefit the company's best interest. I would have never files as collision had I known this would be the outcome. For the record, I was also asked by Elephant to start my claim in May 2015 as a collision claim (even though I was clearly not in the vehicle and the occurrence was caught on tape), paid a $500 deductible, and had to wait for to to be changed to uninsured motorist even though I provided evidence from the very beginning. I was never notified of the change in status had to call and ask about that claim and nor ever refunded my $250 until I had to ask what ever happened and was made aware of the change in status and finally refunded in March 2016, only because of my actions. The company is simply taking advantage of its customers and falsely processing claims.

Regards,

This company should not be in business. Their client ran into my daughters car, admitted in front of her and another motorist witness that he was at fault. After my daughter filed the claim she received nothing but the run around for weeks. Constant busy signals and no call backs. Even after the witness validated that he has 100% no doubt that their client was at fault they refused to pay for the claim. This company and their client have no morals or sense of honor.

Review: Have Elephant Insurance for my 2 trucks for $63.33 per month,

Sent mail saying my policy is nonrenewable, I called and ask yet the first man said was because my truck was out of state for two month is a state they do not cover. Yet called before leaving the state and ask and was told yet my truck would be ok.

I then called to see if reinstated my policy and no was told by one I had to send in proof I lived where I did. I explain my truck was never licensed in another state

I called again was told needed to send Bills with my name and address on to prove I lived where I do I ask to send copy of registration showing my address they said no.

So I email company of bills and where I lived.

I called was told I have to wait till Friday for underwriting to take care of.

I called on Friday 6/24/2016 was to told they will not insure me because I live in a RV full time and can move on them.

This is not right I being discriminated on because I live in a RV full time. No one should use this company for insurance.Desired Settlement: I want to keep the insurance I have at the same price for the policy %63.33 per month I have and be renewed when is time, I did nothing wrong My truck was never was registered in any other state for past 2 years Just cause a person go to a state to take care of a Sick Mother is no reason to cancel or living Full Time in a Rv is no reason to Cancel Stop there discriminate against me and people who live in RV

Business

Response:

July 7th, 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]. During the life of the policy it was found that Mr. [redacted] did not have a permanent residence as disclosed on his application. It was found that each vehicle had a separate “garaging address”; these were not physical locations but Recreational Vehicle (RV) parks and/or campgrounds. Elephant did confirm that the RV was not anchored or set in a permanent location but was fully operational and could be driven anywhere with Mr. [redacted]’ vehicles in tow. Additionally, since the RV can be driven anywhere even out of the state of Texas, Elephant cannot establish a proper rate for the risk especially if Mr. [redacted] begins to reside in a state that we do not write. Unfortunately at this time we cannot write a policy for Mr. [redacted] and the nonrenewal will stand. We encourage him to obtain insurance with an appropriate carrier so he does not wind up in a lapse of coverage. Should Mr. [redacted]’ situation change we will be happy to re-review our decision. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, Toni M. S[redacted] Elephant Insurance Services

Consumer

Response:

Review: On August 5, 2016, my son was driving my vehicle and the tire came off my truck. I filed a claim on that day. I still haven't gotten an answer as to what Elephant Insurance is going to do. My claim adjuster is Chris H[redacted] and his boss is Travis. Neither one of them have been reachable and when they are, they have no answers. My truck has been sitting at a shop for 20 days. I have been trying to carpool with a co-worker because I'm down one vehicle. I pay monthly premiums for my insurance that also includes towing and rental car coverage. I still cant get a rental car until they do whatever investigation they need to do.Desired Settlement: I want my vehicle repaired! I also want my to be paid whatever Elephant Insurance was going to pay for a rental car paid to me since I've been having to pay a co-worker to come and pick me up. I also want to make sure that Elephant Insurance doesn't go up on my premiums out of revenge for this complaint that I am placing.

Business

Response:

September 6th, 2016 [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 Mrs. [redacted]. On August 5th, 2016 Mrs. [redacted]’s stepson was involved in an incident and had to file a claim with Elephant. We reached out to the driver on August 6th to obtain facts of the loss; however, was unable to reach him and could not leave a voicemail. On August 8th we spoke with Ms. [redacted] and advised that we needed to speak with her son, the driver of the vehicle; she understood. On August 9th we called out to both her and her son; however, they couldn’t be reached. On August 10th we reached out to Ms. [redacted]’s son but there was no answer and on August 11th when Ms. [redacted] called for a status update we advised that we still needed to obtain the facts of loss; she understood. On August 11th, our adjuster was able to speak with her son and obtain the facts of loss and proceed with the claim. On August 25th we afforded coverage as our investigation determined the policy was in order and on August 26th we found the [redacted] was a total loss. Currently we have provided Ms. [redacted] a rental vehicle and have advised her to submit any receipts where she incurred out of pocket expenses so we can review. We are still assessing the file regarding the total loss settlement and once this is complete we will reach out to Ms. [redacted] to advise her of her options and the next steps. 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

Review: Good Evening,

On June 21,2016, I was waiting at the street light on Hwy 45 north and Airline in Houston, TX. Out of nowhere my vehicle was struck by another vehicle at a very high speed, causing damage to both. The HPD Officer informed me that Mr. Dale Perry Jones (the additional driver according to his insurance) seems to have had a seizure which cause him to accelerate into me. I do have all of the information, from Insurance cards, to the incident number [redacted] and it was identified as a major crash due to the damages. The Officer with HPD name is [redacted] I contacted my insurance [redacted] who informed me of my options to file a claim. I selected to file against Mr. Jones insurance. Since that day, I have received a letter in the mail dated as 6/21/16 from Elephant Insurance from adjuster Anne B[redacted] I have spoken to her only one time and that was 6/22/16. Since then I have tried to contact her on the status of getting my vehicle repaired on 6/23/216, July 7, July 8. I was contacted by [redacted] to bring my car for an assessment on 6/24/16, in which I did. Since then I have not heard update to bring my car in to have it repaired. The main issue is that one of my car side mirrors is complete detached, which puts me at a major disadvantage while driving around the large city of Houston, TX. It also subjects me and my family, 10 year old twins to even more harm. I have tried to contact the assigned Adjuster Ms. B[redacted] several times, only to be forwarded to voicemail. I have left several messages, and still no return call. So today I contacted the main office, and spoke to a lady by the name Brittney, who spoke about the police report not being in their possession. Then she asked if I could go obtain it from the Department and provided it to them. I told her I was hit, I shouldn't have to do what they are suppose to do, and that the responsibility to follow-up and obtain the necessary records are completely theirs. Please help me.Desired Settlement: I don't think it should take this long to at least already have my car in the shop, as each day passes, my life and my family's life are subject to another accident, as this is my only means of transportation. I just would like clearance to get my car repaired as previously informed. I wonder if I was in the wrong, would it take my insurance this long to service Mr. Jones. Please assist me with this matter, as it will be much appreciated.

Incident #[redacted]

Claim Number: 2[redacted]

Insurance Name for Mr. Jones: Elephant Auto Insurance.

I also have copies of any necessary documents from the scene including photos if needed.

Business

Response:

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

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I really need help, Please reopen my case. Please........I have been frustrated beyond words and I really do not know what to do. I have been treated unjustly in this entire process, and I don't know what else to do. I finally got my car back on 8/26/16. I was phoned by [redacted] rude lady stating that I needed to return the rental car by the end of the day. I asked if my car was repaired because just the day before [redacted] at [redacted] called me and told me that he is still working to get my car repaired, but Elephant Insurance does not want to pay for the damages from the wreck. In addition to this, [redacted] from [redacted] tell me that I need to take my car to [redacted] and get a diagnostic and then they will pay for any further repairs deemed from the wreck. I informed her that any repairs I was here for were only caused from the wreck. She said the repairs to the windshield was done, but my steering column was not going to be covered. My car has 86k miles and at 60 miles, I had it serviced by [redacted] which I know everything was working fine, but after being hit by their client, it was making a popping noise. I informed her that I shouldn't have to take my car anywhere, I was hit. I picked up my car and it was raining really bad. I get my and on Saturday, Sunday, andMonday, my back lights (only) refused to go off. I contacted [redacted] at [redacted] and he told me to bring it in on Wednesday 8/31/16. [redacted] and the lady (name unknown at the front desk at [redacted]), both have been more than helpful and nice to me as the customer.I bring my car back, and [redacted] is not there, so another guy helps me, then gets an attitude with me and goes in his office and calls [redacted] with Innovations. Long story short I am sent away with a still damaged vehicle. I have waited in a rental for over four weeks after I finally was. cleared to bring my car to [redacted]. My car was damaged way back in June during the wreck, and I have been highly displaced and inconvenienced in this matter. [redacted] with [redacted] had the nerve to boast about her years of experience and refuse to help me, and then she tells me well "it's not like it's a 2016 model car".I was very heated and told her to have a nice day, never disrespected her and I told her have a good day and got off the phone.The number she gave me was to a guy named Trevor with Elephant, and he tells me he normally doesn't talk to customers.I told him she gave me his number and what was I supposed to do.We talk for a few minutes and then he states that he doesn't see the connection with the work done on my car to my lights staying on. I repeatedly shared with him that I just got my car back, he acted up, I notified the company who worked on my car, what would he want done if he was in my shoes? He never called me back as promised. Please help me. Please help me. Please Help Me. My car is my only way to bring/drop my twins to school each day. I don't know what else to do. This is truly unfair, and I feel helpless in this matter.

Review: I canceled my policy with this company after less than a week of being with them they stated I would have a refund of $107.42 they then told me that it would have to go back to the card that was used to purchase the policy. I told them I used another individuals card and paid him cash to start my policy therefore I have no way to receive the money from them they said they would put a request in for a live check to be sent to me and would contact me when they had an answer. it had been 4 or 5 days and no response so I called them back and they said that it was denied and the money would go back to the card I then spoke with Quest C. a supervisor over the customer service department and asked him where this policy was that stated it had to go back to the original card, he told me it was not a policy that I had been shown or could view. I am submitting this complaint in hopes to simply have a check sent to my address in my name which they have on file.Desired Settlement: For Elephant Insurance to cut a check to me for the $107.42 that they owe me

Business

Response:

August 1, 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 our former policyholder (FPH). Unfortunately Elephant is unable to honor our FPH’s request to issue a refund via check. Our policy is to return all initial policy payments to the card used to make the payment. This policy is designed to prevent a double refund from being issued, as a credit card owner can reverse a payment after Elephant issues a check. We apologize for the inconvenience. 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