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Reviews Elephant Insurance Services

Elephant Insurance Services Reviews (861)

Review: I purchased Elephant Auto Insurance of August 12 by telephone while at a dealership purchasing a new vehicle. Because I was on Maternity leave at that time I did not set up my account for auto-pay nor was I asked to or told that I automatically had to. I made my first payment of $231.33. My next payment for September 12th 2014 was late and I received a notice stating that payment of $108.92 was due or my policy would be cancelled by October 8th. On October first I made a payment via the website to pay $75.00 with the remainder to be paid on October 3rd. Well on October 2nd I received an email from Elephant stating that they had debited my account for $177.84. When I called their customer service department I was told that l elephant accounts are on automatic debit Which is not true since even in the FAQ on their website states that IF your account is set up for automatic debit. Also NO WHERE within my online account on sign up did my account state automatic debit or that my card would be automatically debited. However once I contacted customer service And was told that ALL Elephant accounts are automatically debited and that they had been trying to debit my account with 6 failures (no NSF or overdraft fees from my bank) I waited and logged into my account later only to see that my account page had been updated with a notation stating " You are currently enrolled in Automatic Payments call [redacted]" and also a "Make a one-time payment" button that was not there previously in the whole two months since I purchased the Insurance. Needless to say I am not very happy and will be looking for another insurance carrier. My account is now Paid for the month of October (on October 2nd) which is supposedly due by automatic debit on October 12th is 0.00 due.Desired Settlement: Elephant needs to train their customer support representatives thoroughly and stop Omitting information from their customers. Their website needs to state exactly that they ONLY billing automatic debit if that is the case which I believe is an out right lie. I wasn't my credit card information REMOVED from my account. And I will figure out another way to pay them if necessary until I find other insurance services

Business

Response:

Dear [redacted],

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

[redacted] purchased a policy with Elephant on 08/12/2014. In her complaint she states that she did not set her account up for auto pay, and was not told that she needed to. [redacted] also states that she missed her 09/12/2014 payment and received a notice of cancellation, effective 10/08/2014. [redacted] further complains that Elephant's customer service department was untruthful in detailing unsuccessful payment drafts from her on file account and in advising that all accounts are required to be on automatic payments. Finally, [redacted] states that her online customer portal was updated as a result of her to/02/2014 call.

I have reviewed the sales call from 08/12/2014. [redacted] was transferred to an Elephant sales agent from a lead aggregator, at 12:49 P.M. At approximately thirty minutes into the call, the agent does explain the automatic payment arrangement and advises that the monthly installment will be debited on the 12th of each month. [redacted] stated that she agreed to this process.

[redacted] also mentions Elephant's billing FAQ s in her complaint. Because our online payment FACIs state in part "if your account is set up for auto pay" [redacted] believes that Elephant has been untruthful in telling her that we require policyholders to sign up for automatic payments. The FACIs are written this way because we do not require policyholders who pay their premium in one annual installment to keep a payment method on file. All policies that pay via monthly installment are required to be set up for automatic payments.

Regarding [redacted] accusation that we updated her customer portal the same day and as a result of her 10/14/2014 call, we did not and could not change the online interface the same day. The customer portal can be changed by our information technology department writing new code or by actual changes to the policy. We did not update the customer portal on 10/02/2014 and [redacted] did not change her policy. Coding updates must be pushed in an IT build, which would occur after business hours. Policy changes are reflected in the portal as 12:01am the day after they are made.

Elephant has removed [redacted] on file payment method pending resolution of this complaint. We regret the confusion that occurred in this matter.

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

Business

Response:

Dear Ms. [redacted]:

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

Ms. [redacted] purchased a policy with Elephant on 08/12/2014. In her complaint she states that she did not set up her account for auto pay, and was not told that she needed to. Ms. [redacted] also states that she missed her 09/12/2014 payment and received a notice of cancellation, effective 10/08/2014. Ms. [redacted] further complains that Elephant's customer service department was untruthful in detailing unsuccessful payment drafts from her on file account and in advising that all accounts are required to be on automatic payments. Finally, Ms. [redacted] states that her online customer portal was updated as a result of her 10/02/2014 call.

I have reviewed the sales call from 08/12/2014. Ms. [redacted] was transferred to an Elephant sales agent from a lead aggregator, at 12:49 P.M. At approximately thrity minutes into the call, the agend oes explain the automatic payment arrangement and advises that the monthly installment will be debited on the 12th of each month. Ms. [redacted] stated that she agreed to this process.

Ms. [redacted] also mentions Elephant's billing FAQ's in her complaint. Because our online payment FAQ's state in part "if your account is set up for auto pay" Ms. [redacted] believes that Elephant has been untruthful in telling her that we require policyholders to sign up for automatic payments. The FAQ's are written this way because we do not require policyholders who pay their premiums in one annual installment to keep a payment method on file. All policies that pay via monthly installment are required to be set up for automatic payments.

Regarding Ms. [redacted]'s accusation that we updated he customer portal the same day and as a result of her 10/14/2014 call, we did not and could not change the online interface the same day. The customer portal can be changed by our information technology department writing new code or by actual changes to the policy. We did not update the customer portal on 10/02/2014 and Ms. [redacted] did not change her policy. Coding updates must be pushed in an IT build, which would occur after business hours. Policy changes are reflected in the portal as up 12:01 AM the day after they are made.

Elephant has removed Ms. [redacted]'s on file payment method pending resolution of this complaint. We regret the confusion that occurred in this matter.

We strive to provide every policyholder with a positive customers ervice experience. If we can be of any further assistance, please feel free to call us at [redacted]).

Sincerely,

Review: I had an accident on June 12, 2012 I filed all paper work regarding the accident to both insurance companies. told insurance to handle the costs of the other vehicles cost to the damages so I thought it was all cleared up till just last month I got pulled over and the cop told me my license was suspended on a safety issue. which was due to the cost of the damages not paid for from the accident of June 12, 2012. so the other motorist insurance suspended my license for not paying for the damages that my insurance had to pay for. so I called Elephant insurance company they told me to call the adjuster officer her name is [redacted] called three times no answer left voicemail each of the three times still no answer back. so I called the next day in the morning and they gave me another number for a different adjuster her name is [redacted] she answered but just gave me [redacted] number again and told [redacted] that I have tried contacting [redacted] several times and has not responded . [redacted] then said "that's all she can do, to keep trying to contact [redacted]" I'm getting tired of leaving voicemails and not getting any response back that's why I'm making this complaint on Elephant Auto Insurance. I was trying to contact them as soon as possible because my court date for this incident with the police and my license is October 31, 2014 and I would like to get this dealt with before I go to court. I'd appreciate it if Revdex.com can resolve this issue with the insurance company. Thank YouDesired Settlement: desired settlement would be to get Elephant Auto Insurance to fix my issue I'm having with the other insurance and my license

Business

Response:

Dear [redacted]:

Thank you for notifying Elephant Auto Insurance (Elephant) of the complaint filed by our prior insured, [redacted].

In his letter, [redacted] states that he told [the] insurance [company] to handle the costs of the other vehicle, and that he thought it was cleared up until he was stopped by the police in August. [redacted] also states that he has made multiple unreturned phone calls to the adjuster who was assigned to this claim when it was reopened on 09/11/2014. [redacted] further states that when he called Elephant's claims department and was connected to a different adjuster, that adjuster only gave him the name and contact information for the adjuster assigned to the claim.

Elephant opened this claim on 06/20/2012, when the incident was reported by an injured third party. Our claim file is well documented and reflects multiple attempts to contact [redacted], and resolve the claim. [redacted] did not respond to any of our multiple attempts to contact him, which occurred between 06/20/2012 and 06/28/2012. On 07 /10/2012 we denied the claim for the insureds noncooperation, and closed our file.

The following chronology is taken from Elephant's claim file notes:

06/20/2012: The claim reported by claimant carrier, who also provided a description of the accident.

06/20/2012: The adjuster called the lnsured, and left a voice message requesting a call back. The adjuster also sent an email requesting a call from the insured.

06/21/2012: The adjuster called the insured and left a voice message requesting him to call back and provide a recorded statement, and advising that we needed a bill of sale for the vehicle.

06/22/2012: Our special investigative unit reviewed this file, due to a loss occurring in the first 30 days of a new policy. SUI approved coverage for the claimant, but not for the insured as we needed a bill of sale for the vehicle.

06/28/2012: Elephant mailed a reservation of rights letter requesting a recorded statement to the insured.

07 /13/2012: Elephant issued a conditional denial to the claimant, for noncooperation of the Named Insured.

07 /16/2012: The adjuster contacted the claimants carrier, to advise of coverage denial, and Elephant's file was closed.

11/26/2012: Elephant faxed denial letter to the claimant carrier, at their request.

There was no additional activity on the file until 09/11/2014, when the Insured called and advised that he received a collections a letter from the claimant carrier. Elephant reopened the claim on 09/12/2014, when the lnsured provided us with a recorded statement. At the conclusion of the recorded statement, we advised the Insured that we would need to contact the claimant carrier to set up payment.

[redacted] did call into Elephant multiple times on 09/22/2014, and was not able to speak to the assigned adjuster. The adjuster returned the calls the following day, 09/23/2014. Elephant's procedures dictate that the assigned adjuster handle communication with claimants, so no other adjuster could assist Mr. Pacheco on 09/22/2014.

On 09/23/2014 Elephant contacted the claimant carrier and requested subrogation documents. we received the documents on 09/30/2014 and payment was issued on 10/07/2014.

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

Guys, beware of this company ..its complete fraud... read their policy documents nicely before you take thier coverage since they will add any clause to make penny. Lack of ethical or moral values holds true in this company's current management characteristics. I bought an auto insurance policy and then upon renewal decided to go with [redacted] who offered me competitive rate. I notified elephant about it when they were following up with me for renewal payments and thereafter I stopped getting all communications from them and I thought the issue was closed. Believe me the amount being talked here is $16. Can you believe anyone will run away without paying that amount or a company will go bankrupt if they don't get that amount. So understand the motive - bug customers and beg money to keep company running is the motto of current management. I moved to new locations and after 2 years I get a letter from collections that I owe them 16 dollars... kiddin' me. My address changed, so I never got notified about the dues from elephant even when they had my email and they just sent it to collections. Stay away from such businesses even if they tell you to cover for half the price as you never know the hassles being invited here - may be during claims or renewal. any number of positive experiences are nullified by such single negative... Decision is yours if you want to get a negative experience or stay safe from such fraudulent and deceptive businesses.

I will let you as a customers decide what they want to do.

Review: On or about 02/19/2016 I was a victim of Unauthorized use of a motor vehicle while I was out of the state in South Carolina. After recovering the vehicle it had significant damage to the exterior and some damage to the interior of the vehicle. I filed a claim with Elephant because of the damage. Elephant provide me with a rental on 03/01/2016 through Enterprise rental car. On 03/30/2016 Elephant terminated the rental car coverage and I was not notified until 04/08/2016. At which time I had already incurred a balance for the additional days. Elephant has not been in communication with me I have had to call and email them multiple times. They have been unwilling to pay the claim or provide me with an estimate of the damage to my vehicle. On 04/05/2016 they had my car towed to a shop without my consent or authorization and did not pay the wrecker bill. Elephant has been drawing the claim out for unknown reasons and have neglected their duties after the loss. To notify me within days of weather the claim will be paid or the need for more time to investigate the claim.Desired Settlement: Elephant needs to provide me with the detailed written estimate of the damage to my vehicle as a result of the theft. Elephant insurance will need to pay for the additional rental days while the vehicle was disabled and I still had possession of the rental car that they terminated the agreement on without communicating with me. Elephant Insurance will need to pay for the repairs to the vehicle as part of the policy agreement. Also pay for the wrecker bills and new battery that was bought for the vehicle as a result of the theft.

Business

Response:

April 18th, 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]. I have reviewed the claim file for Mr. [redacted]. Elephant has been in constant contact with Mr. [redacted] either via email correspondence, letter or by phone. We did advise Mr. [redacted] of the reasons as to why the claim is still under investigation. There are several discrepancies with the facts of the loss he and his partner have submitted to Elephant and we are still trying to corroborate. There were no witnesses and we still have not received the police report number that Mr. [redacted] stated he would send. Additionally, the third party involved in the incident has not been able to be reached in order for us to ask what happened that morning. One of our claims supervisors and the handling adjuster for his claim has addressed his concerns on several occasions. With regards to his rental vehicle, Mr. [redacted] has exhausted the limits his personal auto policy contract allows and as a result we are no longer able to provide payment for a rental vehicle. 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.

Elephant Insurance is deceitful and has not done anything as mentioned in their response. They provided me with a rental and stopped paying for it on April 1, 2016 with no notification until April 8, 2016. This caused an outstanding balance of $480.00 with the rental car company. Elephant has not provided me with any estimates of the damage to the vehicle. These documents have been requested on numerous times and should be provided without delay. Elephant Insurance was provided with the case number in question on March 31, 2013 by myself to Leas W[redacted] via email. Elephant has not been in constant communication and all communication has been initiated by me. Elephant Insurance was suppose to provide to me in writing within 15 days of the loss, whether they would need more time to investigate the claim or if they were going to pay the claim. They haven't provided me with anything. They have been rude, non friendly failed to pay the claim within the time frame established by the policy. And frankly lied in their response to the Revdex.com about this complaint. Elephant Insurance needs to pay the claim that they are liable for coverages for under the contract.

Regards,

Review: I was struck by a [redacted] In less than 24 hours I filed a complaint with Elephant Insurance, my insurance company. Within 72 hours an adjuster looked at the vehicle & was presented with an estimate. It took 10 days for Elephant to do anything. Most auto insurance companies provide rental coverage at no cost. Unknown to me, it is an extra with Elephant, so I paid out of pocket the car rental costs. Elephant stated that they would pick up half of the costs, as they felt they had dropped the ball on getting repairs started in a timely manner. Week after week passed, and finally [redacted], the rental company, informed me that they would start legal proceedings against me for keeping the car so long. I asked that they give me until today 6/6/14 to complete repairs, they agreed. My mechanic called yesterday to inform me the car was repaired, but he had not received payment from Elephant, now over 3 weeks overdue. Elephant insurance rep [redacted] failed to send the check he stated was sent 10 days ago by mail. He stated yesterday, 6/5 that he would send proof of payment to the body shop by EOB yesterday. As of 0900 today, he still had not done so. So now I will have to turn in my rental @ $20/day, & I now have no vehicle and nothing but a promise from Elephant that they will pay an estimated $2000+ for repairs, & I have no car.Desired Settlement: I feel that not only does Elephant owe the money for the repairs, I feel that due to their total lack of professionalism in not settling the claim in a timely manner, causing me to spend several hundred dollars for a rental car due to their delay, I should expect them to pick up the entire cost of the rental car. All I got from them was an offer to renew my insurance with Elephant.

Business

Response:

Dear [redacted]:

Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns.

5/15/14 (Thursday) Date of Loss- Insured’s vehicle was towed to a shop chosen by the Insured.

5/16/14 (Friday) Insured reported claim to Elephant Insurance and then assigned to adjuster at 2pm. Though he was fault-free in this loss, [redacted] chose to go through Elephant because his vehicle was not drivable. The Insured did not have rental reimbursement included on his policy, so he rented a car from [redacted] on 5/15/14.

5/20/14 Adjuster left a message for the insured requesting a recorded statement.

5/23/14 Adjuster finally reached [redacted] for his recorded statement, but the Insured refused to discuss the claim with the adjuster and wanted a manager. The manager obtained the accident statement for our investigation. On this date, the repair estimate was received from the auto appraiser for Elephant’s property team to review. 5/27/14 The repair estimate was approved and the appropriate check should have been requested at that time. 6/5/14 The insured called for status of check because the shop had not received it. Review confirmed that the check had not been issued. The check was processed immediately and a proof of payment was sent to the shop for their records.

6/11/14 Elephant reimbursed [redacted] $349.97 for extra rental days. [redacted] understood that he was responsible for paying for a rental and would then be reimbursed by the City of Houston, as he did not purchase rental coverage with Elephant. Unfortunately, due to delays in the handling of the claim, our insured incurred a 23-day rental bill. Claims management agreed to reimburse [redacted] for the extra rental days he incurred outside the normal repair experience. The Claims Manager reviewed the dates of occurrence, the repair estimate and the rental invoice and determined that [redacted]’s repair should have been completed

over a twelve-day period. Therefore, [redacted] incurred eleven days of unnecessary rental expense and was reimbursed for such.

However, [redacted] states that other companies include this coverage as a standard, but it is usually a separate coverage as well. [redacted] bound his policy effective 7/31/13 by speaking with a licensed agent on 7/30/13. A review of the bind calls shows that [redacted] was asked to read his coverages from his current policy with Infinity so that the agent could give him a comparison coverage quote. His response did not include rental coverage under his previous policy either.

The agent quoted his policy with the exact coverages,limits, and deductibles of his previous policy.

We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted].

Sincerely,

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.]

Regards,

As I told you today, Elephant Insurance is trying to pull a fast one.

[redacted] Counsel, [redacted]e, informed me today that his office sent a letter to Elephant 6/26 that stipulated payment of $3043.00 to Elephant for my auto accident with the City of [redacted] Fire Truck, incident [redacted], on May 15, 2014. That payment includes my $500.00 deductible that was ultimately paid to RB Auto.

Not only did [redacted] inform me that they pay the insurance company the full amount, it is expected that the $500.00 deductible would be paid to the client.

In addition, [redacted] has informed me that Elephant has declared the vehicle a total loss and is prepared to amend the [redacted] Automobile Title to reflect a total loss & designate my vehicle to be considered a salvaged vehicle, significantly reducing the value of the vehicle should I ever decide to sell it, not to mention the fact that Elephant did not notify me of this little matter. Imagine my surprise when I submit my Title to the next owner, who registers his ownership with the State of Texas, discovers that the vehicle has been totaled, and I, a former State Trooper of [redacted] is charged with a Class B Felony for fraud, & face a court that could put me in the Land of Slamming Doors for up to 5 years.

In addition, I must ask this question: If Elephant has totaled the vehicle, why pay RB Auto for the repairs? Why not pay me the full totaled amount?

I might add that the vehicle is in excellent condition.

Best Regards,

Business

Response:

The policyholder, [redacted] filed the same complaint with the [redacted] Department of Insurance, the state regulatory agency that determines if insurance laws have been violated. They have closed [redacted] complaint without instructing Elephant to proceed any differently. Please see the attached correspondance from the [redacted] Departmet of Insurance documenting their decision to close the complaint.

Elephant maintains that the claim has been handled in the manner required by law for the specific facts of this claim and policy. If I can be of further assistance, please let me know. Thank you.

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.]

Regards,

Sirs;

What Elephant states is incorrect. [redacted] has NOT closed this incident, and here is why.

[redacted], of the [redacted] City Attorney's office stated to me that they had approved the payment as of June 26, 2014. They were sending full payment to Elephant. He also informed me the Elephant insurance had declared my vehicle a TOTAL LOSS and was issuing a SALVAGE TITLE for my vehicle. This was confusing because if Elephant had done so, they would pay me the salvage value & not pay for the repairs. Further, had they done so & not informed me. It is possible that I would attempt to sell the SUV with a clear title, only to find I had tried to sell a vehicle with a clear title, and be charged with a Class B Felony "Fraud" when the new owner filed the title.

I spoke to [redacted] at Elephant who assured me that there was no filing of a SALVAGE title, & that I would receive my $500.00 deductible shortly. That was last week. After not receiving the promised check, I again contacted Elephant and spoke to [redacted], who informs me that they had sent all of the information to the City of [redacted] to request payment. Obviously [redacted] knows nothing about this mess. So her I am, fully two months after the accident, and I am still out the promised $500.00 deductible.

Business

Response:

The Revdex.com spoke with the business. Their business records indicate that this check was sent to the customer on July 29, 2014.

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. After almost 90 days since the accident, I have finally been paid, & will consider this complaint resolved.

Regards,

Review: My policy states I have $30/day up to $900 for a rental vehicle. I have been using my rental car for 10 business days, 12 calendar days to date 03/04/16. Bryon C[redacted] contacted me yesterday 03/03/16 and stated we must turn in the rental car on 03/07/16. My car covered under my policy with Elephant will not be ready until 03/11/16. My policy also states that Elephant will cover any rental costs until my vehicle is repaired and returned to me. The body shop did not get approval from Elephant for the Supplemental claim until 03/01/16. It does not seem reasonable that a body shop can repair the damage that has been done to my vehicle in 3 days, especially if there are additional parts needing to be purchased. After going in circles with Bryon, my daughter reached out to him with no success in resolving this matter and asked for his supervisor's name and number. Evelyn J[redacted], Bryon's supervisor, was unfortunately no help in the matter. Both Evelyn and Bryon can only answer they don’t why this has happened, and seem very bothered by even having to take our calls. I have read through my policy many times now and do not see why my rental car will not be approved the additional 4 days we need, especially when under my policy I have an additional 18 days.Desired Settlement: My rental car dates to be extended the additional four business days until my personal vehicle is repaired and returned to me as my policy states.

Business

Response:

March 17th, 2016

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 for our policyholder.

On January 19th, 2016 Mr. [redacted] was in an accident and his 2012

Honda CR-V EX required repairs. After the facts of the case were determined,

Elephant advised of the next steps to get their vehicle repaired. Ms. [redacted]

chose to go to a repair facility that was not in our Direct Repair Program; and

our adjuster advised while he would be more than happy to work with them, the

repairs would not be guaranteed by Elephant and if there were any delays

resulting from the facility, the rental car would not be extended and any

additional expenses would be the responsibility of Mrs. [redacted]. We then thoroughly

explained that the repairs per the estimate received required five days of

labor so the rental car coverage would only be extended for five days. Of

course, if any additional damages were found during the repairs and the

supplement was approved the rental car would be extended for the appropriate

time. Mrs. [redacted] stated she thought she had more time per the policy contract

than five days; our adjuster advised the rental car coverage is based on time

to repair the vehicle, she agreed and understood. In this instance, Elephant was advised that

the repair hours would only be 23 hours’ worth of work; we gave the body shop a

total of 80 hours to fix the 2012 Honda which is more than reasonable. The

delays in repair were not caused by Elephant and as a result the rental

coverage we were afforded stopped on March 7th, 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 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 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 have attached our policy with this response, no where in our policy does it state that we would be at the mercy of an agents discretion of "reasonable repair time." Our policy is in black and white we did not reach the maximum days or cost of what we are allowed in our policy for rental coverage. When we signed up with Elephant we agreed to pay Elephant monthly for them to provide auto insurance for our family. We held up our end by keeping up to date with payments and following our consumer guidelines as our policy states when an incident occurs, unfortunately Elephant did not. The auto shop we chose, as we are entitled to do, needed to submit a supplemental claim for damage they found after the initial diagnosis. Elephant at that time failed to factor in the extra work and left the "reasonable repair time" as it was from the original claim. The only answer we received when trying to find out why they were not following our policy was "sorry you used an out of network repair shop." Since we had to pay out of our own pocket for the rental car (4 days of the rental was paid by me) when we had a remaining 18 we would like to be reimburse.

Regards,

I started my policy in march. In April the underwriting department billed me for $657. My original premium was $352. The supervisor Bonnie stated it was because of 1 speeding ticket I was being charged a new deposit and a new premium. I called about that among other things then 15 minutes after talking to them I get a notice saying because I am an uber driver I am in non renewal status. I guess no one over the phone thought I needed to know that. These people are very rude as well. The rep yelled over to her supervisor when I requested 1 and told her my call was not important but someone requested to speak to a supervisor. They are typical customer service reps with no knowledge of auto insurance practices. Every question I ever asked them is still unanswered. I will be calling their corporate office in London tomorrow. This is ridiculous

I signed up with these people for car insurance for multiple vehicles they took a big deposit seven days later I have a clean driving record they called said they had to cancel me for I don't remember what. And then they turned me in to DMV for not having insurance cuz they cancelled me. What they didn't know I still had [redacted] insurance on the same vehicles so when they reported me to DMV for not having insurance I had double coverage all there talk about low rates and customer service is a joke I would not recommend thematic all

Review: We obtained coverage from Elephant on July 9.2013. Upon getting the insurance we were told that the sales agent we spoke to would handle any verification of insurance that was needed. We never heard anything from them and made our regular scheduled payments. On Oct.23,2013 my wife and I spoke to them because we received notice that they were raising our rates because they didn't receive insurance verification. After a very lengthy discussion , that we were told was recorded, we were told that our insurance premium would in fact remain the same, because the mistake was theirs and their agent had not followed through with his responsibilities which I was told they had discovered after listening to our prior conversations with him. On Nov. 9,2014, we checked our bank account to make sure our regular premium payment had been withdrawn and that it was correct. We realized, at that time, that they had ,in fact, still charged us the fees. We had to wait until the following day, Monday, but called first thing in the morning and spoke to [redacted] on duty),she was not willing to even listen to us and just kept repeating everything excuse we had heard from the month prior. We, at this point, requested to speak to her [redacted]. Her name was [redacted] admitted that once again their employees did not follow through and no one had submitted the prior request to return our payment to its previous status. She apologized and we explained that although an apology is great it did not excuse the incompetence and the financial burden it had placed on us as we are on a strict budget. She said they could return the money to our bank but it would take 7-10 business days! We in turn explained that , that wasn't an acceptable resolution as\,once again, we are on a strict budget and had budgeted for the original premium that was promised us. She said she would get back to us. She did, a few hours later, only to tell us that they were in fact going to keep the extra money that they had withdrawn and no refunds would be made!Desired Settlement: We want the refund of our money . We should not have been charged ANYTHING nor should our policy have had to be rewritten! It was, by their own recorded admissions, the incompetence of their company that caused the problems not anything THAT WE DID OR DIDN'T DO.

Business

Response:

Dear [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] purchased his policy on 07/04/2014 for an effective date of 07/09/2014. Elephant’s underwriting department

verified prior insurance on 08/14/2014. ISO showed a lapse in coverage from 01/09/2014 to 07/09/2014. Elephant

send an adverse underwriting warning, also on 08/14/2014, which advised that we had found a lapse in prior and would

amend the policy if we did not hear from [redacted] by 08/29/2014. [redacted] did not respond to this letter and the

policy was amended on 09/02/2014. Elephant send an adverse underwriting decision notice to [redacted], also on

09/02/2014, advising that the policy had been amended.

[redacted] did not contact Elephant until his 10/09/2014 payment failed. The 10/09/2014 payment of $167 was invoiced

to [redacted] on 09/19/2014. This invoice was for the regular monthly payment of $116.15 and for the down payment

due to the 09/02/2014 underwriting amendment.

On 10/10/2014 an agent took a payment of $116.15 from [redacted]. On 10/13/2014 [redacted] participated in a 3 way

call with his prior insurer, to verify coverage for 01/09/2014 to 07/09/2014. A service agent did tell [redacted] that he

would not be responsible for the past due amount of $50.85. The agent was wrong and does not have the authority to

amend invoiced payments. Unfortunately, the agent did not follow up on the matter and the past due amount of $50.85

was collected with the 11/09/2014 payment.

Elephant is not able to modify payments after they are invoiced. Had [redacted] responded to our 8/14 or 09/02

correspondence in a timely manner, the policy would not have been amended and the additional premium would not

have invoiced. The amendment has been reversed, per the 10/13/2014 call. Future month’s payments will be $108.89,

because we did collect $50.85 towards the reversed amendment.

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: After numerous problems with the billing department I cancelled service and called in payment in full to conclude business now I am getting collection calls.Desired Settlement: Dont contact me and take any fraudulent charges off of my account

Business

Response:

Dear [redacted]:

Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns.

At point sale, policyholder elected Monthly Bill Me (Non-Recurring Payment Plan) and elected the paperless discount

(agreement to accept all invoices and policy documents via email). The customer’s down payment was $277.14 and

monthly payments were $139.75 ($134.75 + $5.00 Installment fee) .

5/15/13: Policyholder called to inquire about switching from a non-recurring payment plan (Monthly Bill Me) to a

recurring payment plan (Monthly Credit Card Recurring Draft) and provided his credit card information. The service

agent drafts payment past due in the amount of $139.75 from credit card ending in ([redacted]) then agent changes the

payment plan in the billing system. The system creates an extra invoice in error. The service agent advises policyholder

she would follow-up after the error was resolved. After leadership reviewed the error and determined the only way to

provide the customer with the desired payment plan and fix the system error was to rewrite the policy.

5/21/13: The policy was rewritten for the same effect date as the first policy and the payments made were move from

old policy to new. Documents for the new policy were sent via email and cancellation confirm was sent for old policy.

The service agent should have called the policyholder to inform them the new policy was rewritten on 5/21/13, but they

did not.

5/22/13: Policyholder calls to inquire about why he received Personal Injury Protection forms and policy documents via

email. Service agent explains his policy has been rewritten to resolve error. Agent informs the policyholder that the next

payment due is $292.64 which the 6/4/13 and 7/4/13 payment and installment fees. Agent offers to set up a payment

draft on 6/4/13 in in the amount $152.88 and ask for the credit card information since the systems does not reflect the

correct credit card. Policyholder decides not to provide credit card information and says they will call back later.

6/6/13: Policyholder calls to ask about the PIP forms he has received by email. Agent confirms we received the updated

PIP form waiving coverage.

7/12/13: Policyholder calls to cancel policy. Agent attempts to review billing and policyholder refuses to review billing

and upset Elephant is charging fees for missed payments. Agent waives the fees in effort to retain policyholder and as a

courtesy for the early lack of communication when the policy was rewritten. Policyholder ask for the policy to be

cancelled and the agent cancels the policy per policyholders request effective 12:01AM 7/13/13.

8/21/13: Policyholder called to inquire about the collections call he received from RMS. Agent explains to policyholder

that Elephant did not receive a payment on 6/4 and 7/4, when the policyholder cancelled effective 7/13/13 it left a

balance of $72.75 due ($52.75 premium + $20.00 collection fee). Policyholder asked to speak with Supervisor and they

explain billing and policy history. After reviewing the policy history the policyholder makes payment of $72.75.

Policyholder requests letter confirming that the outstanding balance was paid in full and letter sent via email on

8/21/13.

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: Horrible customer service when there's an issue. Customer Service Representatives refuse to acknowledge wrongdoing and arrogantly continue to propose ridiculous, unfounded, even illogical reasons for their position. Tried for several months to resolve ongoing issue of continued payment withdrawals for a cancelled policy. Have repeatedly requested a statement of charges and activity. Funds have been automatically withdrawn from my checking account, as recently as October 25, 2015 for a policy that was cancelled on August 24, 2015. They are using my automatic withdrawal from my active policy to continue to collect payments on a policy that is no longer in effect! And all without prior notice or authorization. No one seems to care about the havoc it is wreaking on my finances and my financial institution. No sound, fiscally responsible financial institution operates in this manner. I may have not recourse but to contact a lawyer.Desired Settlement: I requested, but did not receive, a refund. I also requested, but did not receive, an explanation of the charges, including all transactions, dates, amounts and related service/product. It remains my request to receive both, as well as an apology for the undue distress this has caused on my health and on my finances.

Business

Response:

November

13, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the

concerns of our former policyholder (FPH). Our FPH had multiple terms on the same policy, due to a policyholder requested

cancellations and rewrites. Our policy

notes detail several attempts to explain the billing and amounts due to the

FPH. The FPH cancelled prior to the expiration of her first policy term, while owing

payment for adding a vehicle and a driver. Payment for these changes was billed but not paid. When the FPH called to rewrite the policy, we

advised that payment was still due from the canceled policy term. The FPH made the required payment and started

a new policy term. The FPH subsequently charged back the payment made to restart the policy, which

is why we drafted a payment after cancellation of the policy. This procedure is in accordance with our

established procedure and is communicated to policyholders with their issued

policy. We strive to provide every policyholder with a positive customer service

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

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.

Payment for the charges was NOT billed. This is only one of the key complaints against Elephant insurance. Furthermore, no entity has free license to simply reach into my pocket to take whatever money they deem necessary -- especially without notification or authorization to do so. Once the policy was cancelled, I should have received a statement of account outlining all charges due, which includes a statement date, an itemization of charges by date description and amount, a total amount due, and a due date. This was not provided. In addition, once the policy is cancelled, the contract is officially terminated and, therefore, any previously established payment methods are also contractually terminated as well; they do not extend past the contract term! I deserve (and indeed demanded) a bill. I have repeated asked for a full statement of account, describing all charges. This should be standard business practice. Elephant insurance does not have authority to access my checking account and withdraw any amounts they choose (and they have varied). I had no prior notice of these withdrawals and there are no words to adequately express the hardship it caused. Imagine having hundreds of dollars repeatedly snatched from your account month after month, with no notice at all. This has been my experience with Elephant. Yet they remain unrepentant and callous about the damage they have caused me.

Regards,

Review: My vehicle was involved in an accident and the third party insurance (Elephant Insurance) was responsible for covering the damages and rental car.

Date of accident: Nov, 21 2014

It was Friday evening and the insurance company was close for the weekend. I needed a vehicle as my vehicle was not in a driving condition. So I rented one on my own. After speaking with the insurance adjuster on Tuesday, the insurance company approved the rental and offered me a rental vehicle from [redacted] rent a car at the rate of $55/day. However, since I already had a rental from [redacted] at the rate of $35/day, I requested insurance company if I can extend the rental that I already had and specially since its is a lot less than the other company. Elephant insurance approved but the only twist was that I had to pay for this from my own pocked and insurance would reimburse.

Throughout the process of repair work, I kept insurance company updated with the repair. Since the body shop took longer than anticipated and partially because the insurance company took over 2 week for the appraisal and issuance of the estimated check, I had to extend the rental vehicle.

I informed the insurance agent and received her approval prior to the extension. The rental vehicle was returned on Dec 18th and I paid $839.91 from my own pocket. I forwarded the invoice to the insurance company for reimbursement, and they only sent me a check in the amount of $644.

They refused to pay the full amount and now they arguing that since body shop took longer, insurance company is not responsible for the delayed work and will not pay me for my rental.Desired Settlement: Elephant insurance should refund the full amount as I was authorized by their insurance adjuster to extend the vehicle.

Business

Response:

January 28, 2015 [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant reimbursed Mr. [redacted] for the rental for his rental vehicle from the day that he obtained it through the day that work should have been completed on his vehicle. The shop that Mr. [redacted] chose to use for repairs to his vehicle exceeded the timeline on their estimate by 6 days. The shop did not present a supplement for additional damage to support the delay in completion of repairs. The shop that Mr. [redacted] selected is not in Elephant’s network; therefore we do not guarantee their work and cannot cover rental expenses for their delay. 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 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.

All along the process, I kept the insurance company updated with the progress. I received authorization every single time I contacted and asked for extension of rental vehicle. Furthermore, Elephant insurance not even once mentioned that I will not get reimbursed if the work is not complete by a certain date. I think it is the responsibility of Elephant Insurance to make sure work is done on time or penalize the body shop for the delay. Not the customer!I also requested Elephant Insurance to assist me in making sure that the work done by body shop is in compliance with the appraisal and payment made to the body shop. I feel that some parts installed on my vehicle are not same as approved by the adjuster and body shop has put on either used or junk parts.

Regards,

Review: This insurance company want me to pay more for my premium even though the other driver no

Longer has a valid license. And threatened to increase it again if I remove the said driver.Desired Settlement: That I be refunded for paying for insurance

For a non drivers license holder and to correct

The information.

Business

Response:

January 6, 2015 [redacted] Revdex.com Case Number:[redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] called to remove a driver from her policy on 12/27/2014. Removing one of the two drivers listed on the policy changes the driver to vehicle factor and causes an increase in premium of $46.43. Our rating algorithm is approved by the state and the factor for having one driver and two vehicles is higher than the factor for having two drivers and two vehicles.. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted]

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.]

Regards,

Review: I have been temporarily relocated from Oklahoma to Texas with my job my [redacted] didnt cover as well as Texas so I took out the policy in Texas as they set up the policy I had an Oklahoma drivers license number was not informed they would cancel if I did not move my drivers licenses to Texas they took the money out of my bank account then cancelled the policy and stated 3-4 weeks for return they take your money but do not provide coverage they are fraudulent and dont seem to care please look into their policies & practicesDesired Settlement: This business needs to disclose up front they only cover 4 states & stop defrauding the public

Business

Response:

Dear [redacted]:

Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns.

[redacted] purchased a policy on June 14, 2014 with a licensed sales agent. On the recorded call, the agent reviews the quote with [redacted] says she has been relocated with her job, but never mentions the relocation is temporary. She states she is "I'm coming from Oklahoma and there is a different bodily injury." The agent asks if she is in Oklahoma now or back in Texas. [redacted] states she is in Texas and she then provides a Mount Vernon, Texas address as her residence and garaging address.

Before the quote is bound (paid for), around minute 3:47 of the recorded call the agent questions [redacted] about the state issuance of her driver's licenses. The agent asks if the license is valid in the state of Texas and [redacted] states, "Oklahoma...There's a policy that I have 30 days to get it done. We gotta get everything transferred over before I can do that." The agent responds, "Yep, we just need to give you that heads up or we get in trouble. So, I just want to make it known you got 30 days to do that, or they will cancel the policy, ok?" [redacted] responds reading from her online quote, "Yep, that's what is says."

[redacted] requested her policy documents be mailed, and Elephant did so to the address on file in Texas as provided by [redacted] never called again stating she did not receive these documents by mail.

[redacted] then was sent an Underwriting letter to her address on file in regards to her out of state license on July 11, 2014, stating that her policy would cancel on August 12, 2014 if the license information was not updated. These letters are sent via [redacted] proof of mailing and were not returned to Elephant undelivered.

Due to no response, the policy was cancelled effective August 12, 2014 as noticed. The customer contacted Elephant on August 21 and was upset the policy had cancelled. She was again advised why the policy cancelled and provided with information regarding her refund.

Unfortunately, the evidence supports that [redacted] was clearly told that her policy would cancel in 30 days if she did not transfer her license and registration of the vehicle to Texas. [redacted] communicated that she intended to do so, but then failed to do so. There was nothing fraudulent nor misleading about the sale of this policy to [redacted].

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, Complaints Coordinator

Review: My husband and I have a current auto insurance policy with Elephant Auto Insurance and have had billing issues since August 21, 2014. The authorized amount of $82.17 is an automatic withdraw from our bank account for policy. Starting August 21, 2014 Elephant withdrew $127.68, while at our bank I spoke with a customer service representative from Elephant, his explanation of the increased amount was that when they tried to withdraw the $82.17 it did not clear our account and incurred insufficient fund fees (which is $25 according to my paperwork). The bank representative was accessing our account at the same time and said that at no time did they try to withdraw the $82.17. After I relayed this information to the Elephant Auto person he asked that I authorize for them to take out the $82.17, which I did authorize, and that amount withdrew on the following day. The first withdraw of $127.68 was credited to our account. September 21, 2014 bill arrives (by emails) which states that $82.17 was to be withdrawn but actually over $270 was pending. Called Elephant again and the representative stopped the withdraw and said he would work with the accounting department to resolve the issue, he also said that it looked like accounting was charging us for a past account that ended in June instead of the current policy and not to worry about our policy getting cancelled and to disregard any fees added because they would be taken off. Never received a call back about the situation with billing. October 21, 2014 they send an email saying they will be withdrawing $302.02 so I immediately call Elephant to dispute this, first representative said that after speaking with accounting that the amount is correct and that fees have been added to the bill since September had not been paid, late fees and others which were not described. When I asked to speak with someone in accounting he said that they do not speak with customers. After hanging up I called back hoping to speak with someone else, luckily this representative took the time to look over our account and read the notes about the September call which were noted about any incurred fees would be taken off. She apologized for the representative not calling back with any updates or resolutions. She said that she would inform her supervisor about the constant problems with the billing on our account and that she would have to work with accounting who had already left for the day. Two days later I have still not received a call back, when I called Elephant this morning the representative could not give me any answers but did say that our info has been sent for review with accounting and that the person that I spoke with will not be in until later today and to call back. This is an ongoing problem that seems to be unable to be resolved by directly speaking with Elephant Auto representatives. We have had previous insurance with this company and had never had these problems before when I was able to go online and pay our policy or over the phone, which they say is no longer an option and that as of January of this year that only automatic withdraws are accepted, although that was not how we paid our bill for the first half of the year.Desired Settlement: Finally provide a full account of the billing problem. Follow through on the removing of any additional fees added to the account. Provide assurance that this will not happen again. Do not ever attempt to withdraw an amount from our checking account other than the approved $82.17 unless it has been previously authorized by either myself or my husband.

Business

Response:

Dear [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] states that Elephant changed the amount of her payments without her knowledge and that we assessed

nonsufficient funds fees. [redacted] states that a representative from her bank advised her that Elephant did not

attempt to process the transaction that incurred the nonsufficient funds fee. Further, [redacted] states that customer

service advised that she was being charged for her prior policy and that she should disregard Elephant’s notice of intent

to cancel for overdue premium. Finally, [redacted] states that customer service representatives did not return her calls

as promised.

The amount of [redacted]’s payments changed because the account became past due and incurred fees. The amounts

that Elephant drafted or attempted to draft were all invoiced to [redacted] 20 days prior to the first attempt to draft

the amount. The payment amount first increased because fees were assessed and secondly because multiple

installments were owed. The amount due increased again when [redacted] charged back multiple payments. The

charged back payments were for insurance coverage that Elephant had already provided [redacted].

Regarding [redacted]’s statement the Elephant assessed fees without attempting to draft a payment are not consistent

with the transactions reflected in our billing system. [redacted]’s current policy incepted on 06/20/2014 after the prior

policy cancelled for nonpayment of premium on 06/09/2014. [redacted] was held accountable for the bad debt

associated with the prior policy. This is in accordance with Elephant’s established procedures; we will not extend new

coverage to a prior policy holder who has bad debt with us.

Elephant’s policy notes do detail that multiple service agents failed to return calls to [redacted], as promised. We

regret our failure to follow through and apologize for this. [redacted] notes that she was advised that the only payment

option given to her was auto pay and states that this was not the case earlier in the year. This is correct. When Ms.

[redacted] started a new policy on 06/20/2014 Elephant had implemented revised billing procedures. We require

policyholders who are paying via more than 2 installments to sign up for automatic payments.

I have reversed all late and nonsufficient funds fees assessed to [redacted]’s account to date, and had the billing

corrected so that all future installments are equal. I, as well as our customer service department have been attempting

to contact [redacted] since the receipt of this complaint. To date [redacted] has not returned our calls, despite my

advising that we needed to hear from her by today. [redacted]’s account is past due and we have not received apayment since 08/21/2014. I had placed a hold on the billing account, to avoid the policy canceling prior to the

resolution of this complaint. I removed the hold today, as I advised [redacted] that I would in my 11/06/2014 voice

message. The policy is still in delinquency and is set to cancel for nonpayment of premium on 12/01/2014.

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,

Business

Response:

Dear [redacted]

I am writing to provide additional information to my 11/14/2014 response, to the referenced complaint.

[redacted] called Elephant around 6 P.M. on Friday November 14, 2014. A customer service representative explained

that we had corrected the billing on the account and detailed present and future amounts due. [redacted] paid the

past due amount and stopped the pending policy cancellation.

At this time we believe that we have resolve [redacted] concerns. Please advise if this is not the case. Thank you for

your time.

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:

[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: Auto accident in October 2015 and it caused damage to the front end of my truck broke the windshield mess the translation up and the people refuse to pay saying that it could not have happened in the accident I have sent estimate, letters from witnesses stating that the truck was not like that prior to accident I've sent everything they have asked for and they still refuse I don't know what else I could give to them I have contacted them serval times one time they say they are sending somebody out to look at it.another time not paying for it. They are wishy-washy thank you for all your help God bless The truck was stood up on its back wheels and slam to the ground so I sure don't know how they could possibly say that would not cause thisDesired Settlement: For them to put my truck back in the condition it was in prior to The accident

Business

Response:

February 22nd, 2016 Emilee [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]. I have reviewed the claim for our prior policyholder. The incident occurred on 10-21-2015; Mr. [redacted] indicated as he was driving down Highway 10 and went over a hill, a crosswind blew his trailer over to the left lifting his [redacted], standing it on the rear and slamming it down to the ground; however, when the police arrived at the scene, it was reported that a strong crosswind caused the trailer to unhitch from the [redacted] and overturn (the trailer). While initially the report indicated no damage, Elephant reached out to the State Trooper for verification and was advised that he did see a minimal damage on the tow hitch and rear bumper; however because he thought the damage was less than $1,000, he did not include it in his report. When Elephant’s independent appraiser examined the 2006 [redacted], the damage to the engine was not consistent with the type of loss. Exposed wiring, improper welding to the undercarriage and items tied together with zip ties are not consistent with what happened to Mr. [redacted]’s vehicle. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni [redacted] Product Compliance Specialist Elephant Insurance Services

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: My vehicle was at [redacted] having work completed. On 1/30/16 I was notified by the shop manager that my vehicle as well as the shop had been a victim of a burglary. I immediately contacted the local authorities as well as my insurance company, notifying them of the situation. I expressed my extreme concern with my assigned claim adjuster (Kristin) that my vehicle was now wheel-less and gutted as far the interior. I was told that someone would be out to my vehicle as soon as possible to appraise the damage. On Friday I spoke with the appraiser (David), who advised me that he would be unable to see my vehicle until Monday, Feb. 1. Again, I expressed my extreme concern, however was advised it was simply impossible to act any quicker, as reps do not work Saturday and Sunday's. On Saturday morning, I received another phone call from the shop advising that my vehicle was broken into yet again. This time stealing my driver side rear view mirror as well as my front passenger side brake caliber and rotor. I immediately called my insurance company to notify them of the additional break-in. It is now Feb. 2 and I've contacted my claims adjuster as well as the appraiser countless times, leaving countless messages. I emailed receipts as requested, sent pictures, and called more.... all to no avail. My efforts to resolve this horrific tragedy have been worsened immensely by the lack of empathy, professionalism, and fair business practices displayed by Elephant Insurance Company.Desired Settlement: I would like Elephant Insurance Company to simply do what I pay every single month for. As a paying customer, it is simply unacceptable how rude your claims adjuster (Olga) spoke to me, as well as, the sheer lack of urgency surrounding my entire incident. I have done nothing but pay my bill on time every month for the last 3 years... thankfully I have never had anything happen where I needed my insurance company, but when I finally do... lack of empathy, professionalism, and deceptive business practice is what I'm confronted with. I guess unlike [redacted]... like a good neighbor Elephant Insurance is NOT THERE!

Business

Response:

February 11, 2016

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Revdex.com Case Number: [redacted]

Dear Ms. S:

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

concerns of our policyholder (PH).

The PH’s first loss was occurred on 1/27/16 and was reported to us on

1/28/16. The second loss occurred on

1/30/16 and was reported on 2/1/15.

Elephant inspected the vehicle on 2/2/16. The inspection was complete 4 days after the

first loss, this includes a weekend.

The claims have been open for 14 days and 10 days and Elephant is in the

process of completing our coverage investigation. We have been in regular contact with the

insured and are well within the appropriate timeframe for completing the

coverage investigation.

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

Review: I opened a policy on October 16th with Elephant Auto Insurance, but canceled the policy the following week as my wife and I found a better policy with [redacted]. I contacted Elephant Auto Insurance and canceled my policy, but found it would not be refunded for three to four weeks. As that time frame had passed, I contacted Elephant Auto Insurance and requested to know why I had not been refunded. I advised the CSR [redacted] that I paid for the policy in full and that it took five minutes for my payment to be accepted. However, Elephant Auto Insurance had not refunded me in the specified, unreasonable amount of time (3 to 4 weeks). [redacted] insisted that "the system was down for refunds and that they could not be processed." Since I paid nearly $1,100 for this policy, I told [redacted] this was not acceptable and would seek help from the Revdex.com in reporting this very unfair and deceptive acts and practices perpetuated by Elephant Auto Insurance in regards to their refund policies.Desired Settlement: A refund in full of what I paid to Elephant Auto Insurance. The time frame that they advised me was 3 to 4 weeks from the date of cancelation. This time frame has passed and Elephant is still holding onto my $1,044.22. Please note that the separate home insurance policy through Elephant was already refunded on 11/06/2014. Why did I not receive refunds on the same date?

Business

Response:

Dear [redacted]Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of[redacted] purchased his policy on 10/17/2014 for an effective date of 10/17/2014. [redacted] cancelledthe policy effective 10/28/2014.[redacted] was advised that he would receive a refund within 7 to 10 business days. [redacted] followedup with Elephant on 11/18/2014, when he had not received his refund. Our records indicate that therefund was credited to [redacted]’s credit card on 10/21/2014.We regret the delay in processing g the refund and apologize for any inconvenience to [redacted]. Ourbilling system was updated in late October and early November and some refunds were delayed. We strive to provide every policyholder with a positive customer service experience. If we can be of anyfurther assistance, please feel free to call us at [redacted] Sincerely[redacted]

Review: I was under my son'so policy for my car insurance. I traded the car in and was told I had to get my own policy on my new vehicle. Elephant was told to take me off my son's policy by my son. They said that as soon as they got confirmation from mva that I turned in my tags that the insurance would be prorated and the refund would go towards next month's insurance. That didn't happen and they took the whole amount out of my bank account causing overdrafts. Now they said that I have to go to mva and get a receipt stating that I turned in the tags. Mva told me the information would go to the insurance company. This is really ridiculous. I work hard for my money and what they are doing is dead wrong. This is the 2nd month they have caused me overdrafts. I couldn't even get a supervisor to talk to me about my problem. I did tell them that I would get a lawyer involved. This is the first time that I ever had to deal with this situation in all of my life.Desired Settlement: I want the money put back into my bank account along with the overdraft fees they caused

Business

Response:

December 1, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. **: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH). Elephant has removed this PH and the vehicle that was traded in from the child’s policy, effective 10/14/2015. The child’s policy received a credit of $585.15. This credit will satisfy the payment due on 12/9/15. The remainder of the credit will be applied to the remaining payments. 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, CMP 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.

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

Regards,

Review: Called to make payment arrangements and spoke with an agent. The agent told me that she canceled the upcoming draft and scheduled the payment for October 30th, 2015. Less than an hour after the account the "canceled" draft came out of my account. When I called back to speak with customer service I was told that some minor fees were waived as correction but I wouldn't receive a refund because it wasn't like the money wasn't owed. I did not have the funds, account is now overdrawn. Customer service had no resolution for me. I am screwed now because of "agent error" which they will make note of. When funds are debited I have ALWAYS received a receipt shortly after. No receipt was received which further makes me believe the agent just lied during our initial callDesired Settlement: I want a refund of the funds asap!

I do not want to continue to do business with this company. They auto debit your account without your knowledge.

Business

Response:

November 3, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). I have reviewed the policy notes and billing history for the FPH’s account. The FPH did call and ask that a payment draft attempt be stopped on 10/16/15, however this request was made 3 days after the payment due date and after our system made 2 attempts to draft the payment. The agent who took the FPH’s call was incorrect in stating that she could change the payment due date. We are unable to stop a payment draft attempt if the PH does not call 3 days prior to the payment due date. This process is detailed in the payment FAQ’s, which are issued with all of our insurance policies. The amount of the 10/16/15 draft was appropriately billed and the FPH was advised that they would be on auto-pay when the policy was purchased. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

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Description: Insurance - Property, Insurance Companies, Insurance - Auto, Insurance - Homeowners, Insurance - Life, Insurance - Rental, Insurance Agencies and Brokerages (NAICS: 524210)

Address: 9950 Mayland Dr STE 400, Henrico, Virginia, United States, 23233-1463

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