Elephant Insurance Services

Review: I have called the customer service department on numerous occasions to get a $30.19 refund on my credit card that is due me. I had spoken to Kaitlyn S[redacted] a supervisor there & two other rep's-John M[redacted] & today, a Winston at [redacted]. The credit is in que but hasn't been processed. How many phone calls do I need to make regarding this credit being issued & put back on my credit/debit card. Three times is unacceptable. I'm lied to every time that I speak to a customer rep there. This is unacceptable business practices. I signed up for an auto policy WITHOUT choosing the PIP & have sent them this form electronically on several different occasions. Kaitlyn said that she received it but doesn't issue me the credit since 8-14-16 at approximately 4 pm Texas time. They are located in Virginia. I want my refund & after this auto policy expires, I will be going to another company that won't continue to lie to a new customer & just tell them what they want to hear.Desired Settlement: I want my $30.91 credited to my debit card & that will meet my satisfaction as Kaitlyn S[redacted] promised to me on 8-14-16 via our phone conversation & two other representatives promised me, John Mungin [redacted] & Winston [redacted]

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 Ms. [redacted]. On August 18th Elephant received Ms. [redacted] signed rejection form for Personal Injury Protection and on August 28th a refund of $30.19 was pushed through and credited to her account on file. While we do apologize for the delay in handling we have refunded Ms. [redacted] monies owed. 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

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 requested my auto insurance policy [redacted] and renters insurance policy on June 6, 2016 (Monday). I attempted to call them all weekend or even access my account online but their system was down. The agent told me they would backdate my policy end date for June 3, 2016 (Friday). I was told I would be issued a refund and no cancellation fee information was discussed. I received no documentation of cancellation. I called on June 10, 2016 they said they found my request in another system and would cancel it now but would incur fees. Still no refund or assurance of backdated to June 3, 2016. There is also no "cancellation fee" information documented in any of their policy documents or amounts listed in contract terms.Desired Settlement: Refund of $112.51.

Business

Response:

July 7, 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). Elephant cancelled the policy on 6/10/16, effective 6/3/16. We were unable to process the cancellation on 6/6/16 because of a systems outage. Elephant has issued a refund of all unearned premium to the FPH. Elephant does not charge a cancellation fee, al refunds are calculated on a pro-rata basis. 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

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,

It's been over two weeks since my wifes car was struck in the front by a Virginia driver. The accident occurred in [redacted] as she was on her way to work. Initially the process seemed to roll along as it should, however after the first week passed and my insurance company verified the other driver was at fault-as was admitted by the driver himself, Elephant Insurance ceased to answer my phone calls or return a call.
It simply isn't right to dump a client as they have done to me. Very Unfair.
No one is going to get away with this. I have every intention of seeing this through to the end.

Review: On July 29th I went to [redacted]. When I got home I was taking out the groceries but some had shifted to the passenger side so I went to the other side and noticed there was a deep scratch and blue paint all along the side of my truck . So thats when I called [redacted] and asked them to pull up the cameras and they stated that theres dont face the lot . So I called Elephant to file a damage claim . on Aug 1st I heard from the adjuster she said she needed me to take it to a shop to get pics and a estimate . so the next day I had a estimate done at a shop down the street from me for $1,900 . they took pics and even I took my own pics and sent them to the adjuster . Aug 3rd I called the adjuster and she stated she has everything she needs shes just waiting for was approvel from her manager so on Aug 4th I washed my truck to make it not look as bad thinking she has everything like she said . I didnt hear anything for 5 days so I called AGAIN and she told me this time that she needs to send a appraiser out . So Aug 10th the appraiser came out and looked at my truck after I had cleaned all the damages so it didnt look as bad . He tell me that it looks like prior damages and that nothing lines up and it doesnt look like $1,900 worth of damage . So basically im been called a liar in front of my face so that that pissed me off . they send a appraiser out after I cleaned it as much as I could but theres still dents and scratches that cant be buffed and its goin on almost 3 weeks after filing a claim . the adjuster called me Aug 12th saying she would have to file it under 2 claims to get the repairs done and that she stated the same thing the appraiser said . Elepahnt is trying to lowball the estimate the body shop gave us . Than there trying to put it under collision which is a higher deductible even thou its not my fault it was a hit and run . So if this doesnt get resolved its about to become a legal matter .Desired Settlement: I would like to have a supervisor that above the managers head to review the photos that I sent and the body shop sent. And have a more professional person to handle the case . I have another appraisel from a diff body shop but there asking for almost $2,100 in repairs but I sent the lowest estimate to elephant to be helpful . I guess it doesnt pay to be nice anymore . So at this point Im asking for the full amount of the appraisel To get it repaired without the deductible . A elephant custermor should not have to fight with there own insurance tooth and nail just to file a claim . than be called a liar after waiting almost almost 3 weeks . this is sad really sad .

Business

Response:

September 6, 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 Insurance Company (Elephant) of the concerns of our former policy holder (FPH). Elephant’s has been advised that our FPH has retained council and intends to file suit. Elephant is therefore unable to respond to this consumer complaint as it would be tantamount to us having direct communication with the FPH. Once an individual is represented by an attorney, an insurance company is required to direct all correspondence to the attorney. Additionally, we are unable to comment on a matter for which a suit is pending. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable laws and regulations. Should you have questions or need additional information, please do not hesitate to contact me. Sincerely, ** Elephant Insurance Services

Consumer

Response:

Revdex.com

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your. reference, details of the offer I reviewed appear below.

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

Regards,

Review: My car was total over 2 months ago and Elephant has not paid my car note off nor given me my payment to purchase a new car. I have given them my car and a POA and still it has not been paid off. They advertise good service that a jokeDesired Settlement: I want my money to purchase a car and have Elephant extend my rental till July 5th

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: Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. On April 28th, Mr. [redacted] was involved in an incident, after our investigation we deemed his [redacted] a total loss although it was still drivable. On the afternoon of June 20th, 2016 Mr. [redacted] turned over his vehicle and the proper paperwork so Elephant could settle his claim with his lienholder. At this time we also set up a rental vehicle reservation for him. On June 27th, we still had not received the information we needed so we made a call to the title company to see if they received all of the items they needed and they had; we submitted payment to Mr. [redacted]’s lienholder to settle the claim. At this time, we advised that we were not able to extend extra rental days. One of our agents took another look at the claim file later that day, and it was decided that we would be able to extend the rental agreement through July 10th, 2016. We advised Mr. [redacted] of this on June 27th, 2016. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Review: Elephant insurance claims they non-renewed our policy due to a missing permit number for my Son. We were proactive in letting Elephant know that our son would be driving using his permit; but, at the time did not have the number. The representative we spoke with assured us that it was alright and that we would not need to call in until he had his license. At the following renewal Elephant claims to have sent us an email stating we would be non-renewed due to his missing permit number - we never saw this email. When we logged in to make our payment, we found that the company had non-renewed us and that the policy had been out of force for approximately 2 weeks. We called and requested reinstatement of the policy which the rep said should not be a problem, then we were put on hold. When the rep came back on the line, we were told that she had the quote for our reinstatement, which was confusing because we believed that a reinstatement would continue the policy. The quote was a bit more than 400% higher than what we had been paying and according to a supervisor was because we now had a gap in coverage due to their non-renewal over a permit number. When asked if we would like this new policy put in force, we said that we would have to think about it and if we decided to move forward we would call back - the supervisor commented that if we did not call back with payment that the policy would not go into force and that we would not have coverage. Which replied that we understood. We were able to get a policy with another company and did not call Elephant back. 2 months after this, we received an email stating that our policy with Elephant would be canceled due to non-pay. This was surprising because we had never given permission for any policy to be put in force since the non-renewal; in order to cancel this rogue policy we had to provide our Dec page. We are still waiting for resolution.Desired Settlement: We would like the company to admit that their reason for non-renewal was petty and not at all reflective of a company that desires a good reputation to long time loyal customers. We would like an explanation of why their rep would say reinstatement was not a problem, but, actually process a new policy. We would also like to understand why they felt they could put a policy in force without our direct permission. In a perfect world, we would like our original policy to have been reinstated with no loss and to have just gone through a normal renewal process without the upcharge due to the gap in coverage which they caused.

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 January 7th, Elephant mailed out via U.S. Post and emailed a nonrenewal notice effective for February 26th, 2016 to the address and email address on file indicating we needed underwriting information on Mrs. [redacted]’s son; when we did not hear back from Mrs. [redacted] prior to the due date the policy non-renewed. When Mr. [redacted] called in approximately two weeks later we advised that we could review the policy and see what we could do to reissue the policy; as we could not reinstate since the policy had lapsed for two weeks. We did reissue the policy in error as the system was keyed incorrectly; however no payment was debited and the policy was cancelled flat. Unfortunately, we cannot back date the renewal to prevent the lapse from occurring as the proper policy documents were sent and the policy was correctly handled. 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 was mislead and not informed about my auto policy being late for months when in fact every month I received an email confirming all my monthly payments (which I have proof of). They sent me an email after my most recent payment that I owe them $400 or so and stating that I have a few days to pay the full amount. They rejected my offer when I said I would make payments towards that balance. They even canceled my insurance on the 16th of August which is a day before the date they threatened me. We made a recent purchase of the insurance 106$ (the price went up because of a Lapse) for the month of August and now had to switch to Allstate Insurance leading me to pay them the month of August as well.Desired Settlement: I would like that to be resolved in a fair manner in which it does not go on my credit report and they give me a longer period of time to pay that amount without having to pay interest and late fees.

Business

Response:

August 22nd, 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] and her policy. On August 12th, 2016 Mrs. [redacted] called Elephant to inquire about her billing. At this time we advised that she owed a total amount of $416.05 for coverage provided. When she began her policy online on February 1st, 2016 she used a relative’s credit card not only to start the policy but to use for future payments. On July 18th, 2016 Mrs. [redacted] and her grandmother called Elephant to inquire about the auto draft. Mrs. [redacted] grandmother stated the card used was only supposed to be charged for the first payment and not any subsequent payments; however, because the policy was bound online and not with an agent, we were not aware of her request. When asked about a refund back to her card, we advised that we would need a replacement payment for the previous months and on July 29th; Ms. [redacted] with her mother on the line updated the credit card information. When Mrs. [redacted] had not made a replacement payment for the months of May, June and July, her grandmother disputed the charges and the monies were debited back to the account which was reflected on the August 12th notice. When Mrs. [redacted] called in upon receiving the notice, we advised that three months’ worth of payments had been charged back to the account due to a bank dispute and the amount of $416.05 was indeed the correct amount owed for coverage provided. At no time did Mrs. [redacted] inquire about payment arrangements. 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

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.In Aug 2015 due to a layoff, my husband and I fell behind on our bills which forced us to have no car insurance. In Feb 2016 ,my grandmother became aware of our situation. I have never heard of Elephant Insurance before. Without my consent, my grandmother ordered Elephant Insurance for my husband and I online with her card. She then called us and let us know that she took care of it, and that we were now insured and in order to help us she was going to pay for our car insurance for us because she did not feel comfortable with us driving around uninsured. We immediately told her to cancel it because we didn’t want that kind of responsibility of anyone having to pay for us. My grandmother insisted that it was to late to cancel. We let her know that we were not responsible for any payments because of our situation. I had no interaction with Elephant Insurance of any kind except they began to send me confirmation emails every month as my grandmother paid the bill. As of July, my grandmother complained that she was tired of making payments on our car insurance, so my mother agreed to take over the payments. On July 29,2016 my mom made a payment and I received a confirmation email. To our surprise they emailed me 2 weeks later ( August 12, 2016) that if I don't update my credit or debit card payment there will be fees which did not make sense because my mom had just made a payment for August. I did not want any bills or fees to affect my record so I called Elephant Insurance immediately to find out what was going on . I spoke to various representatives the entire day, it turns out that after paying my car insurance for 5 entire months, my grandmother wanted her money back. After she argued with Elephant Insurance, they refunded her 3 months of her money back. I was told that I now have an outstanding balance of $416.05 and if it wasn’t paid in 5 days (August 17,2016) they threatened me that it will go on my credit report. I was also yelled at by one of the representatives that I should have been grateful for my grandmother helping me and now I have to deal with it on my own. My mother and I also spoke to a supervisor to see if we can pay $130 upfront and pay the remainder of the balance in payments, unfortunately they said we couldn’t and had 5 days to pay the full amount before they would cancel the policy. I requested that they send me a balance via email, to show proof of what I owe because up until this point I have only been receiving confirmation emails.I was unaware of any problems with the account. In my defense, I have never had access to my grandmothers credit or debit cards, so there is no way that I can place any orders using her billing information. I never signed any paperwork with Elephant Insurance nor did they ever call me because they never had my phone number. My grandmother placed that order on her own. Elephant liability insurance is to high on their pricing I would have never agreed to choosing them. I now have Allstate and paying $56. Elephant insurance makes me feel like no one can be trusted and I am very disappointed in their response to my inquiry.

Regards,

Review: My mother told me to check out Elephant Auto Insurance. She said they were trying to compete with Progressive. Boy what a mistake that was! I feel defeated and taken advantage of by a company that is more concerned with collecting money any way they can and putting the consumer second. I knew I had a suspended driver's license. I never tried to hide it from them,but they didn't ask either, a very basic, routine question. They didn't care at the moment, they just wanted to write the policy. Three months later I get a cancellation because I had a suspended driver's license. The first shady thing they did was write a policy they knew couldn't write. The second is they waited until they'd collected over 50% of the policy before cancelling the policy. The third is the cancellation date was in the middle of the month, but charged me for the whole month, their reason being they assumed I'd be able to get a valid license without asking. Again, whether they guessed right or wrong, it benefited them. This policy ends up costing me twice the cost of the policy, if not more. My FR-44 required by the DMV must be held continuously for 12 months. If it's not the 12 months starts over. The termination of this policy breaks the FR-44 and restarts the 12 months. The 4 months I held the policy was for nothing. They asked me if I wanted to buy a policy through one of their third parties that would allow me to file an FR 44 and keep my car stored in my driveway, which is what I had always been doing. I told them that I did not want their help. Their referrals benefit the company, and once again their mistake benefits them. They accept money they know they shouldnt to pay for the claims of other people. Sometimes they refund the money. Sometimes, as in this case, they find a way not to refund the money. I will recommend them to people as a horrible company. I won't buy another policy from them. I'm simply not worthy of their greatness.Desired Settlement: Refunding the policy is the only acceptable outcome. It is the only way to recover the financial loss

Business

Response:

April 27, 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 former policyholder (FPH). I have reviewed the FPH’s recorded bind call. Our sales agent did ask if the FPH had a valid license. The FPH stated that their license was suspended. When our agent asked if the FPH would have an active license within 30 days, the FPH stated yes. This is a material misrepresentation in the application for insurance and Elephant will not refund premium paid for coverage provided. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services

Thumbs up to the physical damage supervisor, Michael W[redacted]! This gentleman went over and beyond with some issues I had from an evaluation and assuring that he as a manager reviewed my claim and provided a just resolution. I cannot stress more my many thanks to him for him resolving my concern. This speaks volumes when it comes to customer loyalty.

Review: Used my credit card for a downpayment on a customers insurance. Was reimbursed. Now see a monthly payment charge on the card. for $69.36. Called Elephant reqursted them to show mewhere I signed to use my card for auto pay. They cannot cause I did not. They cant collect from their customer so chose to use my card . I consider this theft. I want my money back and would like to press charges on the person who authorized it. So please provide me with the name and I will get our corporate attorney to go to the courthouse and have an arrest warrant issued . The money is not so much the issue here , I want justice. Based on the amount of complaints, I do not know how the Revdex.com allows them to operate in VirginiaDesired Settlement: I want my money put back on the card and I want the person or persons name who allowed authorized the theft.

Business

Response:

Good afternoon,The individual who submitted this complaint is not a policyholder and I can not locate the billing account without our policyholder's identifying information. I will need our policy or account number or identifying information for the policyholder.Thank you.

Consumer

Response:

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

Review: ON 06/12/2016 at 0345 I was involved in an accident. I contacted Elephant Insurance at 0400, and started my claims process on 06/13/2016 I received a phone call from a Sharnice F[redacted]. She stated she was my claims adjuster for the claim. We had exchanged emails and phone conversations about the claim and everything seemed to be in good working order. Until Sharnice F[redacted] gave a list of 4 body shops in my area. They were [redacted] After getting the last from Mrs. F[redacted] I decided to check into the places and see which one had better reviews. After very detailed investigation on all of the businesses I decided to go with Priority. I emailed my decision to her and she emailed me back and started the process with them. But in the email she sent me giving me the options she never told me which shops were DRP and non DRP shops. Meaning a DRP is a shop acc[redacted]ing to Elephant is a body shop that is in a specific category that if Iam not happy with the work Elephant would have direct control over there actions and tell them what to do to make it right. And if I had moved out of town I could get another shop to redo the work other shop did free of charge, and there other details to this. A non DRP shop is a shop that would only stand by there work, and if I didn't like the work or if something happens Elephant can not back them or tell them what to do to make it right. In the email exchanges and phone conversations Mrs. F[redacted] never indicated which shops were and were not part of this program. And because of this Mrs. F[redacted] with held information and did not follow company policy. I made a decision based on the information that was given. And come to find out because of her negligence I may have made the wrong decision that could not have a good standing in the near future.Desired Settlement: I would like a refund for the repairs or 1 years premium for free because if 3 years down the road, something may happen and I will not be protected by Elephant Insurance. Even though this is a product and service I pay for each month. So by receiving a refund if the work is messed up I will have the money to pay the future shop in case.

Business

Response:

July 7, 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 this policyholder (PH). I have reviewed the call during which our adjuster discussed shops with the PH. The adjuster clearly states that the shop the PH chose is not a direct repair shop, but that the shop is certified. 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. That is a lie, you need to go back to the previous date, because you will clearly hear that she did not explain everything until the work has been completed and before I had made a choice as to what shop I was using. Relook and listen to every phone call made between us and you will hear this.

Regards,

Review: I started my coverage on April 30th 2015, and then they emailed me one month later underwriter decided I should pay more, so I had past due amount because of the rate increase although I have paid already 290 $ up front. in the begining. Then I got a warning E-mail because of past due amount, my insurance is gone cancel about one month sooner, so they cancelled it in 5 months, but still they billed me 57$. I am confused although I paid for 6 months, they cancelled 5 month into my policy, and still charged me 57 dollars.Desired Settlement: Its fine that they cancelled it already, I want my 57 $ refunded because I was not actually covered for 6 months. I want to know where that 57$ came from, Is it underwriter adjustment plus late fees?

Business

Response:

November

13, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the

concerns of our former policyholder (FPH). This policy was bound effective 4/30/2015. During our customary new business underwriting review, we found that the

FPH had provided incorrect information regarding a lapse in prior insurance at

the time of application. Our

underwriting department communicated our findings to the FPH via USPS letter,

which requested that the FPH contact us if they disputed the information. The FPH did not contact us and the policy was amended on 6/18/2015. This amendment generated an additional $85.22

in annual premium. We invoiced an

additional $52.61 for this amendment in July, August and September but were

unable to collect the premium due. The

policy was set to cancel for nonpayment of premium in the 5th month,

because it went into negative equity before the second installment was due. We successfully drafted a payment for the remaining balance on 9/30/2015;

however the FPH charged the payment back. The FPH called in 10/23/2015 and made a payment of $57.73. $32.73 was premium owed for coverage provided

through the 10/5/2015 cancellation date. This is the amount of premium from the underwriting amendment that

Elephant earned between it being processed on 6/18/2015 and the policy

canceling on 10/5/2015. The remainder of

the $57.73 was a $25.00 fee for the 9/30/2015 chargeback. We strive to provide every policyholder with a positive customer service

experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, **

Review: On January 16, 2015, I was involved in an auto accident with an insured with Elephant Auto in which he rear-ended my vehicle on I-35 in Dallas. After collecting all information, I filed with his insurance company for damages to my vehicle and to begin repairs. The adjustor came out the next day and took pictures and filed the report but Elephant did not operate in good faith to contact their insured as it took two weeks before getting in contact and figuring out liability. Once this phone call was made, they provided a rental car then, 4 days later, provided an offer to total my car based on vehicles that were nothing like my car and then made me turn the rental back in, leaving my family down a car. When I pointed out that the cars used were not the exact same vehicles, they have since stopped responding to emails and it is taking having a legal representative to contact them to get any information out of the company. Each time they contact us, they tell us what they want, which we respond with that day. We wait a week then our legal representative calls and they tell them something completely different they are waiting on or want. It has not been over a month since the accident and we are no closer in reaching a deal on accident.Desired Settlement: I want my car totaled, an offer accepted and this who nightmare put behind me.

Business

Response:

March 9, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number:[redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the file for Mr. [redacted] claim. Mr. [redacted] is represented by an attorney, which makes it inappropriate for Elephant to communicate directly with him. Our file shows that since securing representation, Mr. [redacted] has repeatedly contacted us directly. Elephant has directed all responses to Mr. [redacted] attorney, as required by state law. We are actively working to resolve the valuation of Mr. [redacted] claim. Our file shows that we are waiting for a return call from Mr. [redacted] attorney, which we requested on 2/27/2015. We feel that providing any detail regarding the claim in this forum would be tantamount to communicating directly with Mr. [redacted], and would be inappropriate since he has secured legal representation. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Elephant Insurance Services

Review: On Feb. 16,2014 my live in partner [redacted], was involved in a accident at [redacted] My insurance Elephant ins.policy #[redacted] was informed. There were no tickets issued police said let the insurance companies handle the accident. I am a co-signer on the auto involved which is a [redacted] vin.#[redacted] was then towed to rebrew body shop at [redacted]. That is a in network body shop for elephant ins. They estamated the car repair would be over book value so they deemed the car totaled. So myself and [redacted] who is the primary [redacted] decided we wanted to retain ownership of the car. So we had it towed to D- town body shop which is not in there net work Ph. [redacted], fax.[redacted] at my cost.Thay said they could repair the car for less then rebrew body and under book value so we could retain [redacted] ship of the car. I informed elephant ins. of this and they said no, that they would use their in net work body shop estimate, which would total the car and we could not retain [redacted] ship. So I acting on [redacted] behalf we agreed to give ownership to elephant ins. Now american credit acceptance,llc acc.#[redacted] office ID code [redacted] which is the company that financed the car is asking us to continue making $394.01 monthly payments. Elephant ins. has the car. it also had gap ins. coverage from car max dealership ph. [redacted] n. ih [redacted]. Who did elephant ins. pay for that car.Desired Settlement: We want Elephant to pay who they are suppose to pay and why do we still owe on that car which had full coverage ins. and gap coverage and we gave ownership to elephant ins.

Business

Response:

Dear [redacted]:

Thank you for notifying Elephant Auto Insurance (Elephant)

regarding this customers concerns.

This complaint involves claim number [redacted]with a

date of loss on 2/16/14. Our insured is [redacted]

Under policy # [redacted].

The insured asks what we paid on this loss and to whom.

After the loss, Elephant inspected his vehicle and determined

the damage to the vehicle was too severe for repair and it

was declared a total loss. Since there is a lienholder

([redacted]) the [redacted] is not allowed to

owner-retain the total loss. We were informed that the

named insured and his partner, [redacted], were upside-down

on the auto loan. By law, the lienholder has a legal right

to hold a customer responsible for the contractual

obligation. To put the totaled vehicle into Elephant’s name, we need

the insured to read and sign a Power of Attorney.

• On 2/26/14, the prior Total Loss associate provided the

total loss figures to [redacted] and he described the

Power of Attorney (POA) and why we needed the document.

• On 2/27/14, the prior Total Loss associate called again

and spoke with the named insured, [redacted], while

the lienholder was sitting in the next room.

• On 3/3/14, the prior associate left the company and this

loss was reassigned to [redacted] then

sent an email to the insured asking him to complete the POA.

• On 3/31/14 the TL associate sent another email trying to

get a status to our requests for a POA. Our TL associate

was informed by [redacted] that they also

requested the insured complete the POA.

• On 5/21/14, the lienholder contacted the TL associate and

said they were going to begin a paper repossession of

the insured’s vehicle and would keep us informed. No payment

has been made to date.

• As of 5/28/14, neither our named insured nor [redacted]

have signed and returned the needed Power of

Attorney as requested. To complete the Total Loss

evaluation, we will need the [redacted] Power of Attorney to

resolve this Collision claim.

We strive to provide every policyholder with a positive

customer service experience. If we can be of any further

assistance, please feel free to call us at [redacted]

Sincerely,

Review: 2013 I set up auto insurance with Elephant auto insurance company. At the time I was homeless and I had a car. The service rep allowed me to document my personal information through a post office address because I had no physical address due to me being homeless at the time. I paid my insurance 8 to 9 months straight with no problems I even was involved in a accident which the insurance company paid for the damages caused by me with no hassle. I decided to add Personal Injury Protection to my coverage and everything went wrong when I was hit from behind by another driver. Elephant allowed me to use my PIP coverage in order to be seen at [redacted] for injuries caused by the accident. After I go through treatment and everything is done they inform me that they are going to cancel my policy because misrepresentation of my address. I told them that they allowed me to sign up for my coverage at the time how I did because I had no where to stay and that they never valued me as a valuable customer to verify any information of that nature. I have a problem how the customer service rep allowed me to document my information as I did even after I was involved in a accident there was no problem until I added PIP coverage and needed to use it because I was rear ended.Desired Settlement: I am requesting a change in their policy procedures as well as my PIP coverage claim to be paid for in full by Elephant Insurance. Their customer service rep allowed me to set up my insurance according to my situation of being homeless at the time knowing that at any given moment they could and was going to deny me and claim to have the legal right to do so claiming I misrepresented myself without taking the additional precautions to verify any important information to protect me as they portray themselves to be doing so, also over looking the fact that I had an accident before and there was no problem but because I had added additional coverage to my policy plan and needed to use the coverage at the time I was rear ended my insurance claim and policy was denied after they had given the medical clinic the agreement for them ([redacted]) to submit payments to their office(Elephant) for services I needed under the impression that these medical bills would be paid for by Elephant insurance. I am requesting that my medical bills be paid for as well as all the benefits owed to me for the premium I had rightfully paid for.

Business

Response:

Revdex.com Case Number: [redacted]

Dear [redacted]:

Thank you for notifying

Elephant Auto Insurance (Elephant) regarding this customers concerns.

On October 28, 2013, Elephant

Insurance was notified of a claim involving our insured, [redacted]. During

the course of our investigation, Elephant became aware that [redacted]’s

residence on his policy (as provided during his application for insurance) was

a [redacted] A review of the call where [redacted] bound his policy

revealed that he gave his physical address as [redacted]; this also the address given that [redacted]’s vehicle was garaged at.

Elephant insurance used this address to calculate his premium for automobile

insurance.

Our investigation linked the insured

to the physical address of [redacted]. Further investigation found that the insured vehicle was registered

to this same address address. It was noted that the vehicle was registered at

the [redacted] address 3 weeks prior to binding the policy and that at no time

during his application for insurance did [redacted] mention being homeless.

After the information was

recovered showing the vehicle garaged in 21244 zip code Elephant contacted [redacted] and asked for clarification about the garaging address of the vehicle.

[redacted] continued to maintain that his residence was [redacted], which is clearly a U.S. Post Office. [redacted] has not

provided any evidence that he resides at any other address other than [redacted]

Elephant determined that the

difference in premium charged was an increase of 25.1% based on [redacted]s

address on [redacted]. Elephant Insurance considered

[redacted]’s representation of his residence as a U.S. Post Office at the time

of his application for insurance to be a misrepresentation materially affecting

his premiums. Elephant Insurance has decided to deny coverage to [redacted]

based on his false statements when applying for insurance. Per [redacted]’s

policy:

GENERAL PROVISIONS

APPLICABLE TO ALL COVERAGE

A. To determine your eligibility

for coverage under this policy and to determine your premium, we relied

upon the statements and representations you provided to us.

B. We may: 1. Cancel or

nonrenew this policy; and

2. Deny coverage for an accident

or loss;

if you or any insured

person:

1. When applying for this

policy: (a) Made incorrect or false statements or representations to us with

regard to any material fact or circumstance;

(b) Concealed or misrepresented

any material fact or circumstance; or

(c) Engaged in fraudulent

conduct.

This

provision does not waive of our right to seek judicial rescission of the

policy and a declaration that this policy, or any part of this policy, is void

from its inception.

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,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

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

Regards,

Whatever you do, DO NOT get involved with Elephant Auto Insurance. They are shady and take your money even without authorization. I called them because they added some [redacted] charge to my policy that they never made me aware of, and to this day none of them can explain why this charge ever occurred. Also, don't give them your debit card number. They will take money out at the wrong time, and the wrong amount of money. I am stopping business with them because their service is so horrible. They should absolutely be shut down because no insurance office would ever be run in that kind of chaos. My bank has a pending claim against them because they took money out at the wrong time, and today I got on speaker phone with the supervisor at [redacted] bank and Elephant Auto Insurance. I spoke to elephant and the girl literally put us on 15 minute hold times because she had no idea what was going on with my policy. The elephant rep kept us on the phone so long that the chase supervisor had to leave the line. I spoke to the girl and she said she would try to have the unauthorized debit removed, but there was NO guarantee. I said, "That's fine, my bank will dispute it with your company." I understand that I can't get angry at the elephant reps because obviously elephant doesn't train their employees or know how to run a business, but there have been times when I have gotten extremely angry with them and actually started crying due to frustration. After my trip out of town for two weeks, I am finding a new company. After reading about that other gentleman's experience, I am afraid they will hit me with some bogus bill for something else. I have asked them to send me the notes that their reps are supposedly taking, and they say that they, "Can't provide them." Well they can't provide them because they don't exist. Their reps don't keep notes, and because of that problem, none of their employees are on the same page. I am ready to be done with them. I would advise anyone to stay as far away from this company as possible. They will add charges to your statements that make no sense, and they're unable to give you an answer as to why that charge is showing up on your statement. I believe that they are a bunch of crooks and that this business will eventually shut down because of the poor way they are run, and their lack of customer ethics.

Review: My area had a really bad hail storm on 03/24, and my vehicle was damaged. I promptly filed the claim with Elephant the following morning. I was advised it would be better if I took it to one of their locations which I agreed to assist and expedite this claim. I called the location several times and finally ended up setting the inspection for 03/31.

My initial adjuster Rebekah Basham had been very helpful and keeping in touch with me.

Everything was going well until the inspection was done and my vehicle was deemed a total loss.

03/25 filed claim

03/31 took vehicle in for inspection

04/05 was told vehicle is a total loss and adjuster would contact me this week

04/07 had to email adjuster again asking for total loss representative’s info

04/07 called total loss rep and left message twice and finally spoke with adjuster

When I spoke with Mr. S[redacted] the first thing he said was “I just received your claim last week.” I decided to overlook the fact that he started our conversation that way. From there on Mr. S[redacted] was nothing but rude. I asked him when he thought he would be able to have a figure for me on the value of the vehicle, and he said “sometime next week.” I advised him that I wanted him to please contact me with my options on the values if I wanted to keep or let the vehicle go. He said that I couldn’t keep the vehicle because I still make payments. I informed him I had been in touch with Toyota Motor Credit, and had already confirmed with them the possibility of keeping the vehicle if my husband and I decided to pay the difference (salvage reduction). Toyota Motor Credit confirmed they had no problem with that if we paid the difference ourselves. Mr. S[redacted] still refused and said that it is Elephant's policy to not allow customers to keep their vehicles if they are still financed. I then asked for a manager and Mr. S[redacted] refused to transfer me and said his manager wasn't able to take incoming calls. I asked that he have him call me and he refusedDesired Settlement: I would like to have a better customer service experience from my company. I want to be able to speak with a manager, and have an explanation as to why I'm being told I cant get two settlement figures for each situation so I can make an informed decision. I want to know why Elephant Insurance wants to make a decision for me- when I have the choice to make the decision if I want to pay for the difference and keep my car.

I would like Mr. S[redacted] to understand that he cant not have that condescending attitude with customers. I am aware of total loss practices, and have experience dealing with insurance claims myself so I expect much better quality response than what I have had so far.

It is not acceptable for a vehicle to be inspected and deemed a total loss for over 10 days without any contact being made (or initiated on the insurance's behalf). Would like to speak with a manager and have my options ready so I can make a decision on my claim.

Business

Response:

April 26th, 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. Daza. I have spoken with one of our Claims managers and he will reach out to Ms. [redacted] to discuss her case. 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 pay my car insurance monthly, my policy number is [redacted]. Since we got the new encor we have had issues paying online so the 15th I called to pay. Elephant ran my payment thru twice. I tried to call and have been on hold for very long times. I then emailed customer service with no answer. When I look at my account online it shows both payments but also shows that April's payment is still due and they have not applied the payment to april as though they intend to keep the extra payment and I still owe next month. I have copied below the payments with the confirmation numbers and then the upcoming bill showing it is still due.

I had to delete the confirmation numbers and invoice numbers, this site thought it was a social security number, sorry about that.

Confirmation # Amount Paid Payment Date Payment Method

Prev 1 2 3 4 Next

$92.28 03/15/2016 Credit Card - [redacted]

$92.28 03/15/2016 Credit Card - [redacted]

Invoice Number Bill Date Total Due Invoice Status Payment Status

04/14/2016 $88.37 Planned Unpaid

05/14/2016 $88.37 Planned Unpaid

Product_Or_Service: auto insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

I want the insurance company to apply the payment to my future bills or I want a refund. I want to be able to see that the money has been applied not just some guy saying it will be done I want to actually see it applied. I want to go online and pay like I was able to before we got the new encor.

Thank you

Business

Response:

March 29, 2016 Ms. S Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you notifying Elephant of the concerns of this policyholder (PH). Elephant’s file shows that a refund was processed on 3/16/2016, and that the refund has cleared. Sincerely, CP Elephant Insurance Services

Consumer

Response:

Re: ID # [redacted]- Elephant Insurance Services, LLCElephant refunded the money the day after I let them know I filed a complaint.Thanks for all your help[redacted]Re: ID # 11245572- Elephant Insurance Services, LLC

Review: Elephant has charged me 35.14 for PIP and I never wanted this insurance. I have proof of them sending me a certification of completion of the form and I have gotten the run around about this. I have proved that they emailed me the signed documents and it was even dated under my name but they will not take off the charges because they did not record the documents on their endDesired Settlement: I would like a credit of this charge on my account or I would like the charge removed

Business

Response:

Dear [redacted]:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns.
[redacted] secured a policy with us effective 2/19/14. Because we do business electronically, and the customer accepted our paperless discount, Elephant sent the rejection of PIP coverage form which is required by state law to be signed on file electronically. The customer must open the email, sign it in a secure setting, and resubmit in in the Docu-Sign system. Receipt of this sign document then will come back to Elephant electronically and almost immediately. Additionally, the customer is also emailed an unsigned version of the form in the policy pack of documents upon bind. Elephant allows the customer 14 days to complete the signing of this rejection form, or by state law we are required to add the coverage back onto the policy.

2/19/14 Customer purchase policy
3/6/14 Policy is amended to add the state required PIP coverage due to unreturned waiver form
3/7/14 Customer calls and states PIP form was signed. Not located in system. Waiver form resent.
Same day, agent calls customer back to confirm she got the 2nd form sent, no answer, left voicemail.
4/8/14 Customer called to quote adding comprehensive and collision coverage. Advised she would have a payment of $35.14 on 4/19 for the PIP coverage added due to unreturned form.
4/9/14 Customer called and advised she was faxing PIP form. Requested to add full coverage (comprehensive and collision) effective 4/10/14 resulting in an annual $357.98 premium increase.
4/14/14 Customer stated she resent PIP form by fax, but not received. Was provided email address to scan and send. PIP form received and dated for 3/11/14, so PIP coverage was approved by supervisor to be backdated for removal to 3/11/14, leaving a $1.01 premium difference for PIP coverage that was required by the state between the 3/6/14 add date and 3/11/14 backdated removal.

Therefore, while [redacted] feels she was being charged $35.14 because that charge was going to be billed as advised by an agent, in actuality once she returned the form and the charge was backdated, the difference in premium for the state mandated coverage period was only $1.01. As soon as [redacted] was able to successfully return her PIP waiver form, the coverage was backdated and removed to the earliest date possible due to the dated form and as required by [redacted] law.
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, LLC

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,

On Saturday, February 22, 2014, I was involved in a motor vehicle accident with another motorist. I called Elephant Insurance (my insurance company) after the accident to file a claim, however the claims department was closed, and would not reopen until Monday, causing me to have to go out and purchase a rental car so that I could get to work on Monday. That same Monday, I called both Elephant, and the other motorist’s insurance company, [redacted], to file my claim. When I contacted [redacted] (who provided me with superior customer service at the time of the accident, and has provided me with superior customer service in recent weeks, and I am not even a [redacted] customer) the customer service / claims representative let me know that the other driver had already called in and admitted fault, and that they, [redacted], would be accepting liability for the accident.

After 1 week of back and forth, Elephant finally deemed my vehicle a total loss, and offered a settlement, which I accepted. I was under the impression that I had not been held accountable for the accident, and that it hadn't been deemed “my fault”. I accepted the settlement check, although I had to fight them to be reimbursed for the rental car that I’d purchased on my own. However, I found out in August of 2014 that my hospital expenses associated w/ this accident, still had not been paid to [redacted] General Hospital, so my account was sent to collections. The reason they had not been paid: I'd emailed the invoiced to my rep. at the time, [redacted]. To date, she has not gotten back to me. I was finally sent a check in August 2014, after speaking w/ [redacted] in regards to the issue.

In October of 2014, I was involved in another not at fault accident, where my car was side swiped by another motorist. Elephant approved and financed the repairs required for my vehicle.

In November of 2014, I received a Notice of Premium Increase from Elephant. My total premium at the time was $2,544.00, the total premium for the renewal policy period (before increase) would be $2,800.00, and the total premium for the renewal policy period (after increase) would be $8,239.42, due to “loss caused by collision with motor vehicle on 02/22/14 and on 10/30/14”. I immediately called Elephant to find out why my premium had been increased substantially. It took several phone calls throughout the week, me speaking with several different people throughout different departments (between claims and customer service), and me being told different things by each person I spoke with ([redacted] in the customer service dept. said I was at fault, [redacted] in the claims dept. said that I wasn’t at fault), for Elephant to finally let me know that although I was not at fault for either accident, payouts were made on my behalf, making the accidents “chargeable”, and that those funds have yet to be recovered from the insurance companies of the other motorists. I was also told that I had now been deemed “a risk” to the company; a few days later when I got an auto quote from another insurance company, it had been brought to my attention that I had been deemed “at fault” by my insurance company for both accidents. I called [redacted] once more. [redacted] provided me with documentation stating that they had accepted liability for the February 2014 accident, and paid off Elephant in July 2014. They even provided me with the check number, and the date that it was issued.

I called Elephant back to let them know that I had documentation proving that I was not at fault, and that they had recouped the money they had paid out in order to settle the claim. Unfortunately, the documentation served no purpose, as I was told that “the reason for the premium increase is due to the accident you had in February, and although you were not at fault, the accident was still “chargeable” since a payout was made”. I then said “however, you have recovered that money from [redacted]”. The claims representative ([redacted]) then told me that I was “preaching to the choir” as it made no sense to him why I was being penalized, however this is just “the way things work”, and that unfortunately, he would be unable to assist me any further. Completely shocked and angered, I am now in the process of obtaining auto insurance through [redacted], who was able to help me drastically lower my premium, due to the documentation that [redacted] was able to provide me, as well as the letter I requested from Elephant stating that I was not at fault for the accident.

I find it completely absurd for Elephant to penalize and treat its customers this way. To deem a driver as a “risk” for accidents they aren't even liable for, to raise a customer’s premium due to payouts made in order to restore their vehicles, even AFTER you've recovered the money from the other motorists insurance, is completely unprofessional. There aren't many people that have heard of or know about Elephant Insurance Company, as it appears to be a smaller, fairly newer insurance company than other major insurance companies such as [redacted], etc, and now I can see why. In order for a business to grow, you must provide exceptional customer service, treat your customers with kindness and fairness, and be knowledgeable about what it is you are talking about. I have never had a customer service representative say to me “well to me it seems like your mad that your premium is increasing, I mean there’s nothing I can really do, this is your rate going forward”, I have never had to call one company as many times as I have in a 2 weeks period, I have never had to speak with so many people in regards to the same issue, only to receive different information from each of them, from “I see in the notations here that you were at fault”, to “I’ve been able to find out that the reason for your increase is in fact the not a fault accident you had in February 2014 which was chargeable”, to “well it’s not just the accidents there are several factors such as where you live, your age, your MVA record, etc.”. I still have not received what I feel to be, an authentic answer. As a result, I have no other choice, but to cancel my policy and purchase the policy w/ [redacted]. I am completely and totally dissatisfied with the entire experience I’ve had with Elephant Insurance.

UPDATE: I called Elephant back once more (12/11/14 at 1:30 PM), and customer service representative [redacted] told me that neither accident was chargeable, but that doesn’t mean they didn’t rate me for it. She placed me on hold after I alerted her to someone else telling me the accidents WERE chargeable. When she came back, she said that “she’d just received some information she was just made aware of today”. She let me know that although I wasn’t at fault, the accidents WERE considered chargeable. She hadn’t known the difference prior to me calling. I requested a letter stating that I was at not at fault for the October 2014 accident. She said that she would have to request it, and that it could take a few business days for her to actually get the letter, and email it to me. I said thank you, hung up, and called right back, only this time, I called the claims department. [redacted] was able to generate a letter, and send it to me less than 10 minutes later.