Elephant Insurance Services

Dear Mr [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms [redacted] On December 6th, Ms [redacted] went online to complete a quote with ElephantWhen asked for her driver’s license number she entered and when we pulled the Motor Vehicle Report (MVR) with the number provided the data returned indicated she had an expired ID cardElephant advised Ms [redacted] when she called in regarding a different matter that we needed proof of a valid [redacted] driver’s license in order to continue her policyAdditionally we sent the same information via emailSince there is a cost associated with MVRs, we like most insurance companies ask applicants to provide proof of a valid license or a reinstatement if our original attempt failed or brought back information that indicates an invalid, suspended or revoked statusWe gave Ms [redacted] ample time to provide this information; however, unfortunately she chose to cancel her policy with ElephantWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS [redacted] Compliance Specialist Elephant Insurance Services

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

May 10, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear MsS: Thank you notifying Elephant of the concerns of our policyholder (PH)I have reviewed the call during which the PH requested that her payment be rescheduled Our agent did not schedule the draft as agreed On behalf of Elephant, I apologize for this error The payment drafted on 4/18/has been refunded A customer service manager has reached out to the PH to make payment arrangements for the refunded premium as well as the premium that is due for May If Elephant does not make successful contact with the PH today, I ask that the PH please call in as soon as possible to ensure continuous coverage Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulationsSincerely, CP Elephant Insurance Services

As someone who just lost my home and job, Elephant has been amazing to deal with! I was unable to get phone access due to my situation and sent an email to cancel my policy in May(Car hasn't been driven since December.) They didn't cancel as they said they were unable to cancel policies by emailI received a notice that the account was going to go to collections and was able to get into contact with them brieflyI explained everything and they were able to back cancel my policy! This is my first car and my first car insurance policy and this is one of the best experiences I have ever had with any company!

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the policy for our policyholderThe policyholder signed up to create her policy onlineIn order to create a policy, the policyholder had to confirm that Elephant “may debit your card at a later date [than the due date] to recover amounts past or currently due.” The policyholder’s account was on autodraft for the monthly premium, and the May 6th payment was unable to be processedOn May 9th, a notice was mailed to the policyholder stating that if a payment for $ [redacted] were not made by May 22nd, the policy would cancelElephant received no payment and our records show no calls from the number listed in our systems for the policyholderOn May 22nd the policy cancelled, and an e-mail was sent to the e-mail address listed on the policy that the policy cancelledOn June 6th, a letter was mailed to the policyholder advising that she owed Elephant $ [redacted] for coverage that was extended beyond the payments that Elephant received, and that if payment were not received by June 20th, the account would be sent to a collections agencyOur records show no contact from the policyholderThe billing system attempted to draft the remaining funds owed to Elephant and was able to obtain the funds on June 15thElephant had obtained consent when the policyholder purchased the policy, and Elephant notified the policyholder of the amount that was due to Elephant prior to the draft occurringIf the policyholder has more specific questions or would like to reactivate her Elephant policy, we recommend that she contact our Customer Service department at the number listed belowWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) ***-***Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] I have reviewed the file for our policyholderThere was another review of the sales call for the policy conducted by a member of our Risk Management team which operates independently of sales and customer serviceWe found that the policyholder did not mention an [redacted] when he called in to bind his policyThe policyholder e-mailed Elephant the night of August 14th to advise that he had received notification from the [redacted] that an [redacted] had not been filedElephant responded the morning of the 15th that an [redacted] had not been filed, but that the policyholder could call in to file one and that there would be a $ [redacted] filing feeThe policyholder is welcome to file an [redacted] with ElephantThe minimum coverage limits with an [redacted] are higher than the state required minimums, so the rate may change if the policy limits are below what is required for an ***A one-time $ [redacted] processing fee would be needed to file the [redacted] for this policy termIf the policyholder has additional questions or would like to get an ***, we recommend that he contact our customer service department at the number listed belowWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) 218-Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

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

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the claim file for our policyholderThe claim was reviewed by the claims manager and was reopened by the adjusterIt was determined that in this case, a police report was not required, and the claim is currently being adjusted as an uninsured motorist claimIf the policyholder has additional questions, she can contact her adjusterWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) 218-Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

August 2, Revdex.com Case Number: [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimantElephant 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 daysFrequently 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 quicklyIt is our practice to pay for the involved individuals to secure the reportsIn this case the metro report was available via our vendor on 07/29/Elephant cleared coverage and authorized repairs on the day that we received the metro report We issued payment for the repairs on 08/02/We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Elephant Insurance Services

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claim file for our policyholderIn order to issue the check for a total loss vehicle with a lienholder, insurance companies require a certificate of title proving ownership of the total loss vehicleThe title that Elephant received still had the previous owner’s name on it, so the adjuster told the former owner that the title needed to be in the policyholder’s nameElephant became aware of this issue on April 14th and informed the policyholder of the issue on the same dayElephant contacted the former owner on April 14th, the 17th, the 21st, and the 24th requesting an updated copy of the titleOn the evening of 24th, Elephant received a title showing the policyholder as the owner of the vehicleThe adjuster issued a check request the evening of the 24th to issue payment on the 25thThe adjuster sent a text message on the 24th to the policyholder’s phone advising that the payment request had been submitted and that it would take to days for the check to arrive via mailIf the policyholder has specific questions about the claim, Elephant recommends that the policyholder contact her claims adjusterWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Dear [redacted] ***:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] *** In her complaint, [redacted] states that she made all of her payments on time and her policy was wrongfully terminated Further, [redacted] states that she was advised that her payment was not actually past due Finally, [redacted] states thatshe cannot believe that her policy was cancelled without Elephant calling to explain why [redacted] did pay her 10/23/through 10/23/policy in full, on 11/22/ [redacted] ***’ policy was renewed on08/29/2014, which generated renewal premium The first invoice for the renewal policy’s premium was sent on09/03/ Subsequent invoices, also for the renewal policy, were issued on 10/03/and 11/03/ Additionally, [redacted] changed her address, effective 10/01/ This change generated additional premium due,which was included in the invoices for her renewal policy [redacted] did not pay the first or second invoice and was issued a notice of cancellation for nonpayment of premium on11/06/ This notice detailed that there was a payment of $due by 11/18/2014, and that the policy would becancelled if we did not receive payment in full [redacted] paid a portion of the past due amount on 10/17/and thepolicy was cancelled effective 10/18/ The 10/17/payment of $was earned premium for the 10/01/endorsement and coverage provided for10/23/through 11/18/ [redacted] ***’ account is presently $past due.We strive to provide every policyholder with a positive customer service experience If we can be of any furtherassistance, please feel free to call us at [redacted] Sincerely [redacted] ***

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The prevention of the charge back occurred on my account leaving me to pay another late fee when I was told by a young lady that it will not hit my accountI wasn't suppose to get a late fee but yet an agent told me that I wasI was given three different fees and now a late notice was sent to my house today for the amount of $***I want the late fee that wasn't suppose to hit my account removed Also, I would like a copy of the agent that called my phone and left a voicemail because I did not get such a call or Voicemail from anyone from Elephant Regards, [redacted]

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] I have reviewed the billing history for our policyholderThe policyholder purchased the policy online on August 16th, When purchasing policies online, customers must click a purchase button, above which is a disclosure stating: “By clicking ‘Purchase’, I authorize Elephant Insurance to initiate recurring debits for the payment of insurance premiums and associated fees from the card specified I understand Elephant Insurance may debit my card at a later date to recover amounts currently or past due.” The due date for payments is the 17thAn invoice was sent to the policyholder on August 28th advising of an upcoming payment on the due date of September 17thNo payment was made, and a non-payment cancellation was mailed to the policyholder on September 20th advising the policyholder of the fees on his account for the payment being late and that the policy would cancel if payment were not made by October 2ndNo payment was made, and the policy cancelledAn e-mail confirmation of cancellation was sent to the policyholder on October 2ndOn October 17th, a notice was sent to the insured that his outstanding balance with Elephant was being sent to collectionsThe policyholder called in on October 20th, and the agent explained how the money owed to Elephant came from unpaid fees and the cost of coverage provided but not paid forFeedback was provided to the agent on proper procedure for transferring to a supervisor and on what to do when a supervisor is not immediately availableIf the policyholder has additional questions, we recommend that he contact our customer service departmentWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) 218-Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

August 15th, [redacted] Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear [redacted] ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs [redacted] On April 9th, 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 lossOn April 11th, 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 assesNot 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 knowShe 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 daysShe 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 propertyWe 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-through 05-11-which conflicts with our information received as our staff appraiser completed the initial valuation of the vehicle on 04-12-when the vehicle was parked at Mrs [redacted] ’s houseAdditionally, 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 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 incurredThis 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,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 MS [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] On July 6th, Mr [redacted] and the claimant were involved in an auto accident in which Elephant deemed Mr [redacted] to be at faultUnfortunately the claimant sustained injuries as a result of the incidentDuring the course of the investigation, the claimant provided the necessary medical documentation required and Elephant paid accordinglySecondly, Elephant is obligated to protect our insured when they become legally liable because of an accident arising out of the ownership or use of a covered vehicleIn this case our insured, Mr [redacted] was not only legally liable for property damage done to the claimant’s vehicle but bodily injury incurred by the claimantWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877- [redacted] )Sincerely, Toni *S [redacted] Compliance Specialist Elephant Insurance Services

December 13th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs***On September 4th, Mrs [redacted] was involved in an accident and it was found that her [redacted] was deemed a total lossOn November 14th, Mrs [redacted] called Elephant to remove the vehicle from the policy the day after the lossWhen we did so, there was a credit applied to the account in the amount of [redacted] that went towards the remaining balanceInitially one of our agents advised that the policy did decrease by that amount; however, incorrectly advised there would be a refund back to her account on fileUnfortunately, this was exacerbated by another agent repeating the same misinformationOn December 1st, when Mrs [redacted] called Elephant she was provided the correct information from two of our agents, a team lead and a supervisorSince there was a balance due on the policy, Mrs [redacted] will not be receiving the initial refund from the policy amendment We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni *S [redacted] Compliance Specialist Elephant Insurance Services

Ms [redacted] , Attached please find our repsonse to Revdex.com [redacted] .Thank you, [redacted] Elephant Insurance [email protected]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the policy and billing history for our policyholderMiss [redacted] called in at 11:A.Mon March 10th, to ask why her bill was higherThe agent advised Miss [redacted] that her bill was higher because the system was unable to automatically draft her payment on her due date, so it levied an insufficient funds fee on her accountMiss [redacted] said that she paid on time, and the agent reviewed the billing history, saw that Miss [redacted] paid after the system tried and failed to draft the amount due, and reversed the insufficient funds feeMiss [redacted] requested to make a payment for the regular monthly balance, and the agent processed the paymentMiss [redacted] then called in an hour later and advised that the system had processed her card four timesThe agent reviewed her account and saw that the card had mistakenly been processed multiple times and advised Miss [redacted] that Elephant would submit a rush refund requestThe agent advised that due to having to process the refund through the banking system, the fastest that Elephant can offer a refund is within to business daysThe refund has cleared Elephant’s billing systems, and they have been issuedIf Miss [redacted] incurred any overdraft fees through her bank, she can submit documentation to our customer service department for a potential refund if the overdraft fee was found to be the result of Elephant’s draft on her accountWe apologize for any inconvenience that Miss [redacted] has experiencedWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-***- [redacted] *** (1-***-***-***)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Whatever you do, DO NOT get involved with Elephant Auto InsuranceThey are shady and take your money even without authorizationI 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 occurredAlso, don't give them your debit card numberThey will take money out at the wrong time, and the wrong amount of moneyI am stopping business with them because their service is so horribleThey should absolutely be shut down because no insurance office would ever be run in that kind of chaosMy 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 InsuranceI spoke to elephant and the girl literally put us on minute hold times because she had no idea what was going on with my policyThe elephant rep kept us on the phone so long that the chase supervisor had to leave the lineI spoke to the girl and she said she would try to have the unauthorized debit removed, but there was NO guaranteeI 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 frustrationAfter my trip out of town for two weeks, I am finding a new companyAfter reading about that other gentleman's experience, I am afraid they will hit me with some bogus bill for something elseI 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 existTheir reps don't keep notes, and because of that problem, none of their employees are on the same pageI am ready to be done with themI would advise anyone to stay as far away from this company as possibleThey 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 statementI 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

I was hit by a customer of elephant insurance and had nothing but terrible serviceThe adjuster MrH [redacted] is extremely rude and even want as far as mocking meIt's been over a week and I have not received any service to my car