Elephant Insurance Services

Review: I had spoke with an insurance agent from Elephant insurance on July 3 to start a policy which would take effect on July 10. I got an email from Elephant the following week stating that they needed information to make sure I did not have a gap in coverage. It turns out after I did some research that I did in fact have a gap in coverage, and Elephant insurance would now charge me more for my auto policy.

I was not happy with this, so I called back my other auto insurance, Allstate, and told him the situation. I did not cancel my insurance with Allstate. They had put my account on hold.

It was on July 14 and I called back elephant insurance and I told him that I wanted to cancel the policy because I hadn't canceled with [redacted] yet. I made it very clear that I did not want to have any business with them anymore. I did not like how they charged me more than what they quoted me.

I do not recall being enrolled in their legal services unless it was a part of a discount. If I would've known that there would've been a separate policy and charge, I wouldn't have agreed to it. When I called to cancel my auto policy, not knowing that a legal services was a separate policy, the agent did not cancel that policy. Hence I was misinformed thinking that I was no longer doing business with them.

I have been charged twice since then.

I have spoke with countless agents and a manager and was promised that something be done about it and I have waited two weeks with no response from them. I have been hung up on, been given the go-around, and I am tired of not being a valued as a person and previous customer. I have no reason to lie about the situation. If managers have to power or authority to refund something, they should, instead of making the customer feel as if they are liars and are cheap.

I expect my $20 to be refunded seeing how it is Elephant's fault for misinforming me about this policy. Especially when I made it clear I no longer wanted their business. Please help!Desired Settlement: I really would like my money back. Like I had previously stated, if I would have known Elephant's legal resources was a separate policy, I would have cancelled it along with the cancellation of the auto policy. I don't recall agreeing to have legal resources. It's very upsetting to be lied to and misinformed. Please help!

Business

Response:

August 28, 2015 [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 our former policyholder (FPH).We apologize in our delayed response and any misunderstanding regarding our FPH’s policy. After review of the policy, Elephant has refunded $20 back to the card on file in two $10 transactions; this could take up to 7-10 business days. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted]). Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

Review: Insured a new vehicle with Elephant Auto Insurance. Upon getting into an accident, it was reveleaed the policy was written in as liability coverage only. The lender that the car is financed through is incorrect in their system and was never properly verified. In the state of [redacted], new vehicles under a loan are required to have full coverage insurance. If the insurance company had verified all of the vehicle information ahead of time, the coverage would have been switched to full and the lender would have been recorded correctly in their system.

the lender would have reached out to the insured and let them know the coverage did not meet the minimum requirement.

After filing this claim, their adjusted has not collected any photos, asked to see the car or verify any information.

Completely unprofessional on the phone repeating that is not their job to verify the vehicle information. Admitted to not knowing the minimum coverage required by the state for a new vehicle under a loan.Desired Settlement: Fix the vehicle.

Business

Response:

[redacted]

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

I am unable to locate [redacted] in Elephant’s claim or policy systems, using the information provided in the complaint form.

[redacted] states that Elephant was negligent in verifying coverage for her financed vehicle, because the policy provided only liability coverage. [redacted] states that ‘new vehicles under loan are required to have full coverage insurance’ in the state of [redacted].

While Elephant has never used the terminology “full coverage”, I believe that [redacted] believes that her policy should have provided physical damage coverage because the vehicle was financed. Most lenders do require that their collateral be insured for physical damage, as a condition of their loan. It is however the responsibility of the lender and the vehicle owner to place and verify the proper coverage.

Elephant uses a third party to report coverage placed with us to the lenders reported to us by our insureds. Our vendor provides daily electronic notification of coverage that is placed or discontinued to lenders who also subscribe. It is also common for lenders to call Elephant to verify that proper coverage is placed on their collateral. These calls frequently occur when a policyholder purchases liability only coverage and the lender receives notification

I am unable to verify if [redacted] lender ever contacted Elephant, because I have not located the policy on which she is or was insured, however it is not the responsibility of an insurance company to verify what coverage a lienholder has on file for its collateral.

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,

I would just like to say this company is highly unprofessional and lacks in professional etiquette. I purchased full coverage insurance and had water damage to my car due to flooding rain. The state of Texas adjuster Craig b[redacted] failed to help me resolve my issue and they denied my claim after towing my vehicle to a shop it sat there for 2 weeks only to have him tell me my claim was denied and that he would return my car on the final day I called. Then the shop that it was towed to was broken in to. So now I have a broken car and no one will return my calls. I keep getting the run around and every agent I talk to says someone will call me back. I finally got so fed up I had my car hauled back to me. After weeks of this company being deceitful and lying . The only thing left to do is report a bad faith claim and hope that they hire someone of expert intelligence to get the job done for many other people that use this insurance. Hopefully the elephant doesn't get anymore business and this posting makes people aware that this insurance company is a joke and lacks any professionalism. I still haven't received an exact answer as to why my claim was denied but I do know I will take my business else where.

Review: on October 20th of 2015 I had called Elephant Auto Insurance to advise that I was not going to renew my upcoming policy in November and I needed to cancel the auto draft they had on file since the account they used to draft had no funds available to cover any fees. The rep I spoke to ([redacted]) confirmed to me that she had cancelled the auto draft and any unpaid fees left would be billed to me. On October 21 I received a text as a reminder that my next payment would be drafted from my account on 10/25/15 which at that moment I called Amanda back and she told me that not to worry that it was an automatic message that was generated by the system but guarantied me that my auto draft had been cancelled moving forward and since I was not renewing my policy with them in November I figured it had been taken care and I had nothing to worry about. On Wednesday, December 2 as I was checking my savings account that I use for my kids Christmas shopping and I come to find out that Elephant Insurant unauthorized by me drafted $142.52 from my account and put me in a negative account and left me without money for my kids Christmas shopping. I contacted Elephant Insurance and spoke to a supervisor ([redacted]) and explained to her the situation but she was not helpful at all and said she was not able to refund me the $142.52.Desired Settlement: I am asking for a full refund of $142.52 plus the overdraft fees of $8.00 my bank is charging me because this is the only saving I had for my kids Christmas shopping. I am a single parent and it this is a very stressful situation that I do not wish for any one to endure especially during the holiday. I will be filing a police report this afternoon because this transaction was not authorized by me.

Business

Response:

December 09, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the

concerns of Ms. [redacted]. I have reviewed the policy file for our former policyholder. Ms. [redacted] contacted Elephant on

10-12-2015 regarding her renewal policy packet and the auto-draft pay plan.

During the course of the call and policy review, Elephant’s agent updated the

file with new information given by Ms. [redacted] making corrections where

applicable. As a result the premium increased. Ms. [redacted] advised she would not

be taking up the renewal and wanted to delay her October payment. Our agent

informed her that while we could delay her payment we could not take her off

auto-draft as that is the only option for the pay plan she selected. She

understood. On

10-20-2015, Ms. [redacted] called in regarding a text message she had opted in for

as a reminder of when payments were due. Our agent confirmed the October

payment would not draft; however, we again informed her that we would not be

able to remove her from the auto-draft payment option. Ms. [redacted] understood. With

regards to the $142.52; this is the prorated amount from the time Ms. [redacted]

updated her policy to the expiration date. (10-13-2015 to 11-25-2015). When we

updated her policy, we advised that this was the pro-rated amount due; she

agreed. When Elephant did not receive the payment a month later, we drafted the

account on file. Elephant cannot refund the $142.52 earned premium as it is for

services rendered on the prior term. 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. I don't agree with the response because they never advised me that optinh out of outo draft was not an option. I specifically told the rep that I wanted to cancel the auto draft because I had not budgeted for that ammount and did not have sufficient funds in that account and wanted to make sure they would not auto draft that account to avoid any other fees fir me. I asked the rep a few times to confirm and she assured me that she was putting a stop to the auto draft. I have filed a police report against this company for drafting my account without my authorization because what they did was fraud I did not authorized them to auto Draft my account I had asked them to put a stop on it and they filed to do so.Thank you for your assistance,[redacted]

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

Regards,

Review: My son [redacted]) called me on 9/30/14 a little after 3:00 pm stating that he was in a 5 car accident and the 1st and 5th cars involved left the scene of the accident. He called the police and when police ([redacted] arrived, no tickets were issued and he was requested to fill out an accident exchange of information form. At that time there were no injuries to report. The case number is [redacted] I told my son to go home and I would call the insurance companies when I got home from work. At 7:00pm, I called [redacted] and the opened a claim: [redacted]: Adjuster assigned is [redacted], for the second car in the accident. I then called Geico - my insurance and claim number they gave me was [redacted]. The adjuster assigned is [redacted] my sons was the 3rd car. Then I called Elephant Insurance [redacted] and they gave me a claim # [redacted]. Adjuster assigned: [redacted] The driver of the 4th car (elephant insurance) never reported it, the rep I spoke with said they would call him. And of course the 5th car left the scene of the accident. I called several times not sure of how to proceed. I asked my son what happened: He said that there was five cars: car #1 stopped and then Car # 2 stopped ([redacted] insurance) then my sons car #3 stopped, #4 car (elephant insurance) ran into my sons car, pushing him forward to hit the car in front of him and 1st & 5th car stopped and left the scene of the accident. My son is not aware if either of those cars had damages or not. By the way, I am the owner of this car, not my son. Each insurance agency took down my sons story and asked him how many bumps or hits he felt and what happened. The second car stated that he felt only one. My son the 3rd car, felt 2, when he was hit from behind and when he hit the car in front of him. The 4th car said he only felt one, when he hit my son[redacted] from the Elephant Insurance agency requested photos of the damage and I emailed them to [redacted] I called [redacted] Insurance on how to proceed further, and they said that I only have Liability insurance, to call Elephant Insurance. [redacted] stated that they determined the 4th car [redacted] was at fault. I called [redacted] several times to discuss this issue. I explained what my insurance explained to me, and she said that they were looking out for the best interest of their insured and they determined it was my fault. I asked how did she come to that conclusion and she said by the photos. She also said that she came to that determination prior to receiving the photos. I spoke with a lawyer and he suggested that I continue with the estimate and write to the [redacted] I thought the presumption was that if hit behind that they would be at fault, causing the accident. I called and spoke with [redacted] Supervisor - [redacted] and was informed that the decision stays and they are looking out for the best interest of their insured. I told him then its a he said she said situation and he said that I was correct. It was not based on right or wrong but I feel this decision was made in bad faith and lack of integrity. I did receive a copy of the denial letter, estimate and now a check for 655.92, which I do not feel is fair.Desired Settlement: I would like them to cover all of the repairs to my car and treat me fairly.

Business

Response:

Dear [redacted]

Thank you for notifying Elephant Auto Insurance (Elephant)

regarding the concerns of [redacted]

This incident involved 3 vehicles and Elephant took a

detailed statement from each of the 3 drivers

involved in the accident. Based on our

investigation, Elephant determined that we were only

responsible for the rear end damage to [redacted] The statements from our insured [redacted]

and Claimant [redacted] as well as the photos of all 3

vehicles support these findings.

The front car was the [redacted] it was rear

ended by the [redacted]. Our insured

then rear ended the [redacted] but did not push it back into

the [redacted]. Elephant determined that

our insured [redacted] is 100% responsible for the rear

end damage to the [redacted] TL.

Following are summaries of the statements from each of the 3

drivers.

10/01/2014 @ 05:18 PM

Named Insured [redacted]

Named Insured was driving on [redacted] in the left lane

at the posted speed limit of 35 mph. CV #1

slammed on its breaks and the NI swerved to avoid hitting

it, but was unable to completely avoid the

collision. The driver’s side front of the insured

vehicle hit the passenger side rear of CV #1. After the

named insured exited the insured vehicle, he discovered that

CV #2, the [redacted], had stopped suddenly

and for no reason. CV #1 rear ended CV #2 and our

insured vehicle rear ended CV #1.

10/07/2014 @ 04:03 PM

Driver of claimant vehicle #2, N. [redacted]

Claimant vehicle #2

Claimant vehicle #2 was leaving the GMU campus, with

vehicles travelling in its front. CV #2 braked

suddenly and came to a complete stop in three

seconds. CV #2 was able to stop without hitting the

vehicle which was traveling in front of it, which also

stopped suddenly. OV was not involved in the accident. CV

#2 was stopped when the driver felt CV #1 hit the vehicle in the rear and push

it forward.

Our insured vehicle then rear ended CV #1.

10/07/2014 @ 03:13 PM

Driver of claimant vehicle # 1, S. [redacted]

All involved vehicles were leaving the [redacted] campus and

turning left onto [redacted] The vehicles

were traveling towards another intersection at approximately

35 – 40 miles per hour. OV was traveling

in front of CV #2 when it slammed on its brakes and came to

a complete stop. CV #2 came to a

screeching stop behind the other vehicle. CV #1

was able to come to a stop before being hit by the IV in

the passenger side rear bumper. CV #1 was then

pushed into CV #2.

The statements summarized above and physical inspection of

the vehicles involved support that

Elephant’s insured driver is only responsible for the damage

to the rear of CV#1, which is owned by Ms.

[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,

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.

They did not inspect my car prior to making this determination. I feel the insurance company are not telling the truth. The reason I have [redacted] is because they are honest, not like this stupid insurance company. I spoke with the adjuster and her supervisor. You think they should have or would have integrity, or be honest, NOT! The supervisor said its a he said she said situation, and they were going to go with their insured. Honesty is dead with these companies, its all about the money. I took the photos, called and filed the claims, and did all the work. I know that there isn't anything I can do further with this, but just so everyone knows, this company has no ethics and is the WORST!

Regards,

Review: I was involved in a collision that caused damage to my 2013 Mustang. My insurance, Elephant Insurance has refused to honor their end of the bargin and cover the damage although I have premium insurance. Elephant's claim representative tried to force me to use the cheapest parts, which would diminish my car value. I got an independent reputable mechanic to do an estimate that varied from Elephant's estimate. Elephant again refused to pay the amount so I can get my car repaired. A supervisor told me to accept their offer or she will cancel the rental car the next day. Elephant has been slow in returning my call and following up. I would like for Elephant to use the estimate from mechanic I got and I would like to use parts that will not diminish my car value.

Also Elephant customer service has been below bar and rude.Desired Settlement: I would like to use parts that will not diminish my car value.

Business

Response:

Dear [redacted]

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

Elephant’s policy provisions allow us the option to use replacement parts that are of like kind and

quality. [redacted] vehicle was more than 12 months old and had more than 12,000 odometer miles

at the time of loss, which qualifies it for installation of LKQ parts.

The following chronology is taken from Elephant’s claim notes:

10/02/2014

? Date of loss

10/03/2014

? Insured reported loss

? Adjuster sent assignment to Direct Repair Shop to begin repair process & set up rental for insured

due to vehicle being non-drivable

10/07/2014

? Insured called and advised he no longer wanted to use [redacted] because he wanted all[redacted]

parts to be used on his vehicle. Insured advised he moved vehicle to [redacted].

? Adjuster advised insured due to IV being more than 12 months old & having over 12,000 LKQ or

reconditioned parts would be used

10/10/2014

? Innovation approved initial estimate $4398.34 LESS $500

deductible = $3898.34

? Insured wanted the [redacted] estimate reviewed

10/21/2014

? Sent independent appraiser to [redacted] to re-inspect vehicle

due to initial estimate and [redacted]’s

estimate difference ([redacted]’s estimate = $10,330.81 LESS $500

deductible = $9830.81)

10/23/2014

Sent [redacted] a copy of the approved estimate

? Insured spoke with a supervisor regarding proceeding with

repairs

? Insured advised he wanted all [redacted] parts

? Supervisor advsd insured [redacted] parts could be used pending

he pay the difference of the LKQ & OEM

parts

? Insured did not wish to pay for the difference and would

not authorize repairs unless Elephant

agreed to pay 100% for [redacted] parts

? Supervisor advsd insured we would pay LKQ price.

Supervisor also advsd insured if he was not going

to proceed with repairs we would need to end the rental.

Offered to allow insured to keep the

rental for an additional 24 hours.

? Insured and insured’s attorney requested a denial letter

stating Elephant was denying the claim

? Supervisor advsd Elephant was not denying the claim. Advsd

we would cover the loss as a collision

loss with a $500 deductible and pay for the price of LKQ or

aftermarket parts

? advsd again of option to proceed w/ [redacted] parts and insured

pay the difference - insured said he was

denying that request

10/24/2014

? Insured spoke with [redacted]

regarding his request for [redacted] parts

? CM advsd insured we would work off of the approved

estimate and not the request for all OEM

parts

? CM explained the appraisal clause to insured and insured’s

attorney, the attorney wanted to take

that option

10/28/2014

? Insured called with name of independent

appraiser

10/29/2014

? [redacted] confirmed receipt of independent

estimate. [redacted] insured’s attorney IV was

a prior total loss and due to this we would hold off on

sending out an IA until TL figures were

complete

10/30/2014

? Confirmed vehicle would be deemed TL

? CM ok’d rental to be extended 3 addtl days and to

reimburse ni for the fee paid to the independent

appraiser he hired

? Total Loss adjuster spoke with insured and went over the

total loss process and settlement

? Set rental for last day of 11/3/14

? Insured called TL adjuster back and advsd he did not agree

with the TL settlement

? TL adjuster advsd we would accept any information insured

would like to send showing the value

should be greater

11/03/2014

? Insured left voicemail for TL adjuster advising he had an

independent appraiser coming out to

appraise his vehicle to determine the value Please note

that the rental reimbursement that Elephant has provided through 11/03/2014 is

in excess

of [redacted] policy limits for the coverage. We

authorized additional days of coverage to allow our

insured the opportunity to have his vehicle inspected

independently.

Elephant strives to provide the best quality service to

current and potential customers while adhering to

all regulations of the [redacted] Department of Insurance in our

operations.

Should you have questions or need additional assistance,

please do not hesitate to contact me at [redacted] extension[redacted].

Sincerely

Review: Called to cancel auto pay on insurance account and was told it was cancelled and made payment through a new account. However, today I called and was told that they do not cancel auto pay on accounts and that I had been lied to. I paid a total of $150 to cover Feb 2016 and March 2016, yet a draft of $76.61 was drafted from my old account as well as a fee of $30. Spoke to customer service 3/3/16 and was told that I would only be refunded the $76.61 and not the $30.00.Desired Settlement: I want the total of $96.61 to be refunded to my account. $76.61 for the premium and $30.00 for the insufficient funds.

Business

Response:

March 22nd, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the policy and billing history for our policyholder. Mr. [redacted] called on March 3rd inquiring about his billing. An autodraft attempt was made on 02-16-2016, his due date; and on that same day he went to Elephant’s online portal to make a payment manually. Making the manual payment online did not cancel the autodraft attempt so both were processed from the credit card on file and the payment method made by Mr. [redacted]. There is no record on file for any correspondence via email or phone in February to indicate Mr. [redacted] requested to change the payment method stored on the policy. As of this time, the amount in question minus the fee has been refunded to the account on file. I urge Mr. [redacted] to call our customer service department to verify the correct payment method is on file. 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

Business

Response:

March 22nd, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted]. I have reviewed the policy and billing history for our policyholder. Mr. [redacted] called on March 3rd inquiring about his billing. An autodraft attempt was made on 02-16-2016, his due date; and on that same day he went to Elephant’s online portal to make a payment manually. Making the manual payment online did not cancel the autodraft attempt so both were processed from the credit card on file and the payment method made by Mr. [redacted]. There is no record on file for any correspondence via email or phone in February to indicate Mr. [redacted] requested to change the payment method stored on the policy. As of this time, the amount in question minus the fee has been refunded to the account on file. I urge Mr. [redacted] to call our customer service department to verify the correct payment method is on file. 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.

[Provide details of why you are not satisfied with this resolution.]I feel as though Elephant is Lying through their elephant trunks due to the fact this is not the first time I have had an issue with them not keeping track of emails or phone calls to their system. My $30 is lost and now I guess I will just eat away the cost.

Regards,

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.]I feel as though Elephant is Lying through their elephant trunks due to the fact this is not the first time I have had an issue with them not keeping track of emails or phone calls to their system. My $30 is lost and now I guess I will just eat away the cost.

Regards,

Review: I have on multiple occasions attempted to be sent 'proof' of insurance by mail. I spoke with 5 different people...[redacted] and [redacted], and was told I was currently covered with my policy and 2 of them said they would send prove via [redacted] and that it would take 7-10 days. That was on July 9th! It is now July 29th and nothing. Was sent 2 different billing statements for the same policy....and have different amounts due. There was 1 agent there that worked with me in the past but she has left the company. Need to sit down with someone in person to show them my issues yet they refuse to give me an actual address. My hopes are to have your organization help have that sit down and convince them they need to have better communications with the people paying their salaries. Looking forward to hearing back from you. [redacted] Product_Or_Service: auto insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

To have a sit down with the CEO [redacted] and get an answer to why I can't get acceptable service for what I pay.

Business

Response:

Dear [redacted]:

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

The policy holder, [redacted], began a policy with Elephant effective 9/9/2011 under policy [redacted]. He began his renewal policy [redacted], his 3rd term with Elephant, effective 9/9/13.

Elephant's first policy term with [redacted] was relatively uneventful. However, when the policyholder reached his first renewal entering term 2, he called in on September 8,2012, upset that his premium was changing. The agent explained that his policy was renewing under the current renewal rates filed with the Bureau of Insurance, which were a bit higher. The policyholder accused Elephant of fraudulent activity because he didn't like the rate increase, that he was now being billed monthly, he didn't like Homeowner's customer service, and escalated to a supervisor. The supervisor explained that [redacted] had paid one annual payment last term and could continue to pay in 6 month or by one annual payment; he was simply being billed showing a monthly payment option.

On February 5,2013, the customer called in upset again because he thought he had paid for 6 months but had gotten a statement for $78.75 premium due. He was upset no one had called him and he had gotten an email. The agent advised that he was receiving a paperless discount, which meant his statements came to email, and that our agents don't make outbound calls to customers to collect premiums. [redacted] asked if there was an office he could go to. [redacted] was advised that Elephant is a direct to consumer insurance agency, and as such, could be reached by phone or online, but there are no offices. [redacted] demanded another supervisor, and then demanded an apology directly from the CEO for what he described as "scamming business practices." Elephant CEO [redacted] was available and returned a call to the customer on February 5 with Operations Manager [redacted] to further explained the billing system. Some invoice fees were waived as a one-time courtesy because the customer agreed to begin paying his invoices by check on a monthly basis.

The policyholder did not send his past due amount as agreed and cancelled for non-payment. He called in on March 9, 2013 and was upset and irate with one agent, then again demanded a supervisor, then escalated again to Operations Manager [redacted] who again attempted to explain billing to the policyholder. The policyholder seemed to understand the explanation and then paid the past due amount to reinstate his policy.

From this point forward, [redacted] began attempting to call the customer on the 9th of each month to explain billing and accept payments in hopes to spare agents from his stressful behavior because our automated phone payment system had to be shut down for revamping and this seemed to be something that upset [redacted]. This did not always spare agents, as [redacted] would continue to call in with questions and conduct himself rudely and unprofessionally, making statements like on 5/11/13 to agents such as, "you could be the next victim of violent crime" when he became irate with their service and [redacted] was unavailable to personally take his calls.

However, his behavior and threats have continued to escalate. On September 3,2013, [redacted] wrote an email to [redacted] stating the company was lousy and he wanted the CEO to call him or "even better meet with" him, and quote, "Maybe I just need to report this BS to the Revdex.com !! I want to hear from him SOON !!" [redacted] contacted him, resolved his current issue and collected 6 months premium.

When he came due for payment again, [redacted] called again on April 9, 2014, escalated to [redacted] and once again demanded to speak to the CEO over his continued billing dissatisfaction, Unfortunately, there were not billing issues, simply [redacted] not understanding the billing process, which is the same system used for all other customers.

On May ,2014, [redacted] tried to contact the policyholder to collect payment and was unable to reach him. [redacted] called on May 15 and did let an agent collect payment, but not before arguing over the payment plans, his "billing issues", our advertising, and quality of customer service.

On June 25,2014, [redacted] called [redacted] personally to let him know that she was leaving the company and that other members of service would be happy to assist him with his payments around the 9th of each month until his policy renewed and he could be placed on auto pay. No other customers received this type of call, which was a special effort by [redacted] made only to attempt to keep [redacted] satisfied.

On July 10,2014, [redacted] called again demanding to speak to the CEO because he did not make his payment on the 9th and was afraid he would be cancelled. On the 10th, supervisor [redacted] called him attempting to take his payment because she had been unavailable on the 9th. [redacted] would not talk with [redacted] and began arguing about the billing with her. He escalated to another supervisor, [redacted]. He wanted to pay his entire balance due on the August 9 payment, and as he was near his final policy payment, they were able to approve this. However, a payment technically was due on July 9, as several agents he contacted had tried to explain.

On July 29,2014, Call lD [redacted] called our Customer Service Department inquiring if [redacted] was available. He was advised [redacted] shift does not begin until 1PM, to which he responds, "No wonder she is useless." He asks to speak to her supervisor. A supervisor, [redacted], takes the call. He states he cannot get assistance since the Operations Manager [redacted] left. [redacted] complains that he has requested proof of insurance and has not received it. The supervisor points out that it was sent by email and he stated to the agent he received it. [redacted] says he cannot open the attachments and he requested by mail. Supervisor states that there was never a request to send by mail. He begins to complain about not receiving documents requested and threatens legal action. He then asks about billing issues. [redacted] tries to explain the billing. The customer begins yelling at the supervisor, not allowing her to explain or help. He continues to yell over anything the supervisor says and begins to threaten legal action and contacting the Revdex.com and news stations with "proof" that he cannot receive service. The supervisor patiently tries to respond, over which he continues to yell demands that the CEO be put on the line, demands an address to come have a sit down and make his complaints. He then begins to curse our agent and yell louder at the supervisor. The supervisor patiently deals with the customer, despite him insulting her intelligence, stating she has no brains, continuing to curse. The supervisor request he respectfully provide a phone number in a professional manner, or she will disconnect the call. He ceases yelling for one moment to provide a phone number, then begins yelling again calling the agent an it. The supervisor thanks him for providing the information and says she is disconnecting the call and wishes him a great day. He calls her an it before she disconnects.

On August 8,2014, supervisor [redacted] attempted to call [redacted] to assist him with his final policy term payment, as the 9th was a Saturday. He began yelling at her stating he was waiting for the CEO to call him as that he has reported us to the Revdex.com, [redacted] advised that she was only calling to assist him with his payment and did not wish to discuss the CEO. He continued to scream at her, so she advised that she was disconnecting the call due to his abusive and foul language.

After reviewing the most recent recorded customer service calls, our CEO has decided he will have no further discussions with [redacted] at this time. We do not have face to face meetings with any customers and would be reluctant to do so at this time with [redacted] due to his customer service history. It has been 2 years since the customer began complaining about Elephant service, threatening to cancel and take his business elsewhere, threatening legal action, Revdex.com complaints, and contacting the news. He has now escalated into threats and harassment of our service representatives through his rude behavior, as reflected in the recorded calls.

If [redacted] truly believes that Elephant customer service is not acceptable, why does he continue to insure with the company almost 4 years later? Elephant employees have gone above and beyond to attempt to provide [redacted] with exceptional customer service, but there is no appreciation ever given for these efforts. Additionally, Elephant will not continue to let this customer be rude, unprofessional, and irate with our agents who have tried desperately to provide a high level of customer service to [redacted], despite his unwillingness to treat them with the respect they deserve.

[redacted] is currently delinquent $54.30 ($44.30 in premium due and a $10 late fee). His policy term was to run through 9/9/14, but with the current delinquency, [redacted] has only paid equity through August 10 and is set to cancel for nonpayment on August 28,2014. This will leave a balance due if the attached Notice of Cancellation for Non-Payment of Premium invoice is not paid in full by the cancellation date.

If the remaining balance is not paid by the cancellation date, [redacted] will also not be renewed for his fourth term. If [redacted] makes his payment and chooses to renew, he will owe a down payment on his renewal policy as well because he did not make his renewal payment on time (30 days in advance) due to the current policy's delinquency. However, should [redacted] renew, Elephant customer service representatives will no longer be contacting [redacted] personally to collect his payments. He will be treated like all other customers who pay their bills on their own initiative and either pay his invoices when emailed or set his account up for auto payment.

The cheapest and easiest alternative for [redacted] to pay without having to understand billing is to pay the past due balance of $54.30 for the current term and his renewal annual premium in full of $503.95 ($496.96 + $7 invoice fee). If [redacted] wishes to have me personally collect his payments and set up his renewal policy, he may contact me at [redacted] extension [redacted]. If I am not available and he leaves a message, I will return his call as quickly as possible.

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,

Product Compliance Specialist, Complaints Coordinator

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: [redacted] paid 1300.00 insur Jan 2 2014 till Feb 7 2015 He called and cancelled Jan 2 2015. Collection threats sent to embezzel from my bank account.

[redacted] Paid for auto insurance Jan 7 2014 for one year.Have new insurance [redacted]. Called the phone for [redacted] listed online and cancelled policy as we would have to renew as we purchased for one year not in monthly increments.Sales Rep informed us it was all right and he made note to cancel the policy. He was to send email ..did nothing. I have received many emails threatening to embezzel 111.00 from my bank account if I do not pay them an amount that they made up on their own NO consultation or quote or authorization from [redacted] for a new policy. Policy #[redacted]. I have caller id and can prove the call was made on Jan 2 for cancellation.Desired Settlement: When this investment firm illegally steals from my account I will insist on police involvment and will request monies refunded with interest charges of 50 %

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 10408429, 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,

Business

Response:

January 21, 2015 [redacted] Revdex.com Case Number:[redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant automatically renews policies 55 days prior to the expiration of the current policy term, this allows our policyholders time to make a decision about whether or not to purchase the renewal. Our billing system does automatically generate invoices for the renewal offer. Elephant notes that [redacted] contacted us on 1/9/15 and 1/19/15, to advise that he does not want to purchase the renewal policy that we offered. We have noted the system accordingly and [redacted] will not be charged for the renewal . 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]

Review: An Elephant Insurance policy holder ran a red light and sideswiped my vehicle disabling it in the road. I have been without a vehicle for 4 days and have had to keep my kids home from school. I have provided Elephant Insurance with all the information that they have requested including the police report for the crash. This documentation clearly shows the fault of their policy holder. The Elephant policy holder even received a citation at the accident scene for running a red light. The agents that I have spoken to thus far have all been using stall tactics to try to avoid paying for a rental car.Desired Settlement: The company needs to pay for an alternate mode of transportation while my vehicle is in the shop due to their policy holders negligence on the road.

Business

Response:

April 11th, 2016 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. I have reviewed the claim file for the claimant and currently the claim is still under investigation. While we understand this is a stressful time for Ms. [redacted], we still have a duty to fully investigate the incident to determine liability and coverage prior to making any payments. On March 31st Ms. [redacted] called several times and we advised of the claims process and we also encouraged her while the claim was still under investigation to contact her own carrier so they could provide her with a rental vehicle. Ms. [redacted] stated while she wasn’t happy with the situation, she understood. 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. I have been told on 4/15/2016 by Elephant Insurance they have denied my claim and will not be covering any losses. They've made several excuses throughout this process as to why nothing was being done for me. They have never provided me with a rental car. They have never covered any of my losses or damages. Each excuse they have made has been disproved or just off the wall. I need this company to cover my losses and damages due to the fact that at the scene of the accident the driver was their insured and provided proof of insurance through them. It's become clear they will do everything possible to not cover damages and to not cooperate with me. There are several reviews online of this company doing the same exact things to other people. They should not be in business and I can not understand how they have a license to sale insurance.

Regards,

Review: Back in September, 2014 I chose not to renew my auto insurance with Elephant Auto Insurance after having their insurance for the last year. I recently got married, and it was cheaper to get a multi-car discount with another insurance company. Elephant Auto Insurance sent me a bill in early September for $34.00, after I had canceled my auto insurance. I spoke to a representative over the phone about this charge, and they said that I did not owe them anything, and would take care of the charge. (I didn't owe them the charge, because it was a renewal charge, their system automatically generated). In October I received another bill of $34.00 plus an extra $10.00 for a late fee from Elephant Auto Insurance. I called the company back for a second time to get the bill fixed. The representative apologized to me for receiving the bill and told me they would ensure they fixed it as a $0.00 no-charge in the system. I thought the problem was fixed. Today, November 27, 2014, I received a collection notice, stating that I had $34.00 charge, due to a collections agency for not paying my $34.00 bill to Elephant Auto Insurance. I could not believe that I had called them twice on this issue, and it had never been resolved, even though I was told otherwise. I was very upset about this letter. Today, I went online and paid the $34.00 to the collection agency, as I do not trust Elephant Auto Insurance to take care of this issue, since I have already given them two chances to fix it. Due to my employment, I cannot afford to not pay this, because I do not trust this issue will be taken care of.

I have paid Elephant Auto on time every month, while I had them as my insurance. It saddens me that they wouldn't even call me to inform me they were taking me to collections. This is very unfair, as I tried to get it taken care of several times, on two different occasions. I have absolutely no trust in them. If they wanted their $34.00, I would of paid that to them back in September.Desired Settlement: As I have already paid the $34.00 to the collections agency. I would like Elephant Auto Insurance to fix this in their system and refund me back the $34.00 they unfairly charged me, and sent me to collections for. I will never trust this insurance company again.

Business

Response:

December 19, 2014[redacted]Dear [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. I have reviewed the policy and billing history for our prior policyholder. [redacted] called to cancel her renewal policy on 10/12/2014, the day before its effective date. The agent who processed the cancellation made an error which resulted in erroneous chargesfor the renewal period. [redacted] did called about past due charges, however the agents that she spoke with were unable to see the error and wrongfully assured her that her account was in order.On behalf of Elephant, I apologize for the error and the inconvenience it has caused [redacted]Our accounting department has adjusted [redacted] account and contacted our collections partner. Elephant will process a refund to Ms. Bush’s on file payment method at the end of the month when the billing reconciles. Our collections partner will delete the account and remove record of it from Ms. Buch’s credit history.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]

Review: Mailed a check for monthly premium for $161.79, when it wasn't cashed, we called and paid over the phone and asked if they received the check not to cash it. On 4/13/15 the check was cashed anyways. We called them and they assured it would be refunded in 7-10 business days. When it wasn't refunded, we called again to cancel the policy. Was then told we would now be refunded $180.xx in 3-5 business days. Again, 5 business days later we call them again because we still haven't seen a refund. They are now telling us that we're only going to be refunded $116.xx and it could be possibly another 10 business days. We've been getting the run around for almost a month with no resolution.Desired Settlement: Refund or next step will be court.

Business

Response:

May 26, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted] Elephant notes that Ms. [redacted]’s check was cashed after she called to make her payment over the phone. We apologize for our oversight. Between 4/22 & 5/1 a total amount of $171.79 was successfully refunded back to the cc ending in [redacted]. Between 4/28 & 5/1 a total amount of $63.87 was successfully refunded back to the cc ending in 6173. This is a total amount of $235.66 refunded since 4/22. Of this amount, $180.66 was refunded after the policy cancelled on 4/27/15, effective 4/22/15. 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, [redacted] Product Compliance Specialist Elephant Insurance Services

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

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

Regards,

Horrible insurance company do not sign with them. They quoted a price to me without telling me it wasn't full coverage when I had both vehicles financed. Then when my leinholder found out I had to get full coverage at double the cost. After they told me how much my rate would be they took double out of my account and said it was a down payment which again they never disclosed to me. They are scam artist do not go with Elephant.

Review: Called to get extension on payment and was notified that it would cost 25 to change payment date this is never discussed with me nor does it make sense when I called 5 days prior to due date this is an unacceptable feeDesired Settlement: Don't charge ridiculous fee when given prior notice

Business

Response:

September 17, 2015 [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 our policyholder (PH). All policies issued by Elephant are accompanied by a Payment Frequently Asked Questions document. This document specifically states that we may charge a late fee and a nonsufficient funds fee if we change the date of a scheduled draft. I have reviewed this policy and verified that this document was sent to our PH with their renewal policy, as well as with their new business policy in 2014. I have emailed this document again, for our PH’s review. Elephant’s billing fees are approved by the state prior to being implemented. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted]). Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

Review: They tried to remove my payment and excessive fees from my bank account using my debit card number, my policy number is 214-000-058-57-1 without my knowledge or permission. A supervisor removed the fees at Elephant leaving me owing a regular payment of 70.73. A rep at Elephant tried to tell me everyone is required to pay by automatic debit, which we were never made aware of when we made a one time payment for the down payment and this policy violates the grace period required by law. I received a cancellation notice and I paid it well before the cancel date in certified funds. I even emailed the copy of the money order made out to Elephant to them before due date. They claim to have cancelled any way. They can not cancel me because I paid and I am my severely disabled wife's only form of medical transport - she is on disability. I PAID MY PREMIUM.Desired Settlement: immediate reinstatement, by the way the email for jim shreve on the Revdex.com website is not a valid email, we tried using it to contact Elephant. Thank you and blessings

Business

Response:

Dear [redacted]

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

Elephant also received this complaint directly from the policyholder. Our customer service department

has worked with [redacted] to resolve the billing concerns detailed in her letter to the Revdex.com.

The billing for the [redacted] account is and was correct. The amounts showing due on the documents

they received varied because the account is past due and the overdue balance was carried forward. As a

courtesy, Elephant has waived all late and overdraft fees.

Please be advised that a customer service representative spoke with [redacted] on November 6, 2014.

[redacted] paid the overdue balance and the account is in good standing.

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: I signed for a insurance policy on March 9, 2013 with Elephant Insurance that day I paid $134.00 for two months coverage at $72.00 per month. On Friday May 10, 2013 I called to make a payment. When I called I was told that my payment would not be the $72.00 but I would be paying $92.05 late fee and restatment fee. I agreed to the $92.05 after my account was debited the repsentative on the other end advised that I would have to make another payment on May 15,2013. I told I was paying for the May 9, 2013 thru June 9, 2013 he said that this amount on the 15th would be put in a escrow account. I told him that I did not want to do that. He said I would have to do that inorder to keep the insurance policy. I told him to cancel the policy and credit my account. All of this transpired with the one phone conversation. Checked my account today there was the debit but no credit. Called Elephant Insurance I was advised that I would only receive $28.00 because I have to have a escrow account. At this I talked to the supervisor [redacted] she advised the same thing. I don't have car insurance why do I have to maintain a escrow account. [redacted] advised only that I needed a escrow account. And all I would receive is the $28.00. I have called my bank and they feel I have a complaint and they are persuading in getting the $92.05 back for me. At this time I don't have car insurance because of this $92.05 debit to my account there is not enough money to pay for a policy. Thank you for you time. [redacted]Desired Settlement: I only want the $92.05 credited to my account.

Business

Response:

Dear Mr. [redacted]:

This letter is in response to [redacted]’s concerns filed with your office. Elephant Insurance Company (Elephant) appreciates the opportunity to respond and provide the following details. Thank you for notifying us regarding this customers concerns.

• At the point of sale, March 8, 2013, Ms. [redacted], with assistance from her son, spoke to a sales agent and purchased a policy for the term 03/09/13 – 03/09/14. A down payment in the amount of $137.41 was made to start the policy and would be followed with 10-monthly payments in the amount of $72.05 due the 9

th of each month starting April 2013. At the point of sale, the agent advised Ms. [redacted] the $137.41 pays her first month premium and builds equity into her policy to prevent immediate cancellation in the event, her monthly payment is not paid by the due date (9th day of month).

These amounts would stay consistent for the policy year as long as no other changes are made to the policy. Ms. [redacted] elected to be setup on auto-draft so that her monthly payments are drafted from her credit card on file monthly. The sales agent advised that the next payment would be due April 9, 2013.

• April 5

, 2013, Ms. [redacted] spoke with a customer service representative and stated she did not want the credit card on file drafted on 4/9/13 as the funds would not be available. Ms. [redacted] advised, she gets paid the 3rd Wednesday of the month. Ms. [redacted] asked to stop the draft that would occur 4/9/13 and she will call in to make payment since there is no charge to pay by phone. Customer service representative advised the payment was stopped and the stop payment fee would be waived as her one time good will gesture for the policy term. Additionally, the customer service representative advised that once her policy is current, there is the option to change the due date.

• April 10, 2013, Ms. [redacted] spoke with a customer representative in response to an automated courtesy call received from Elephant concerning a missed payment. Ms. [redacted] advised this has already been discussed and arrangements to pay have been made.

• April 29, 2013, a Notice of Cancellation for Non-Payment of Premium was mailed to Ms. [redacted], advising a payment in the amount of $82.05 is due prior to 12:01am 5/9/13 or the policy will cancel.

• May 9, 2013 the policy was cancelled due to non-payment.

• May 10, 2013, Ms. [redacted] spoke with a customer service representative. At that time, Ms. [redacted] was advised the policy cancelled May 9, 2013, due to non-payment of premium. Ms. [redacted] questioned the cancellation as she thought the two month down payment covered March and April. Customer service representative advised Ms. [redacted], that when she called on 4/5/13 to stop the draft for her 4/9/13 payment, she stated she would call in to make her payment. The representative further advised Ms. [redacted] that the $137.41 paid for her first month premium and to build equity into her policy to prevent immediate cancellation

in the event, her monthly payment is not paid by the due date. Ms. [redacted] asked to reinstate her policy and was advised that the reinstatement amount would be $92.05 ($72.05 – Premium, $10.00 late fee, $10 reinstatement fee). After reinstating, the customer was further advised that she would have another payment due for $82.05 for the month of May as she had missed her May 9, 2013 payment. Ms. [redacted] stated she was dissatisfied with the company and wanted her policy cancelled. Customer Service Representative advised Ms. [redacted] if the policy is cancelled as of 12:01am 5/11/13, she will need to have coverage to start 5/11/13 or her insurance coverage will reflect a lapse in coverage and subjects her to additional fines imposed DMV.

• May 13, 2013, Ms. [redacted] called to ask why she did not receive the full $92.05 as the refunded amount, she only received $28.68. The customer service representative as well as the Senior Agent advised Ms. [redacted] although she cancelled the policy. The difference in the refund amount pays for the days Elephant provided coverage through the cancellation date May 11, 2013.

After careful review of the calls between Ms. [redacted] and our sales and services representatives, Elephant Insurance LLC, has not demonstrated any harmful or acts of negligence when servicing Ms. [redacted]’s policy. At this point, there are no funds due to the customer.

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

Sincerely,

Complaints Coordinator

Elephant Insurance Services, LLC

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,

Good Morning,

My vehicle was rear-ended by a driver with insurance through Elephant. The claims adjuster (Johnny) returned my call the day after the accident and it has been over a week since I have heard from him. I have made several attempts to contact the adjuster, with no response. A simple and timely response could easily keep unfortunate situations from escalating, and possibly generate new clients.

Review: There is an Hail storm hit on my areas, my car got damaged all over, My claim number is [redacted]

I talked to the adjuster, and I asked him if I could take my car to any of their body shop to get a quote.He said"no, because the hail storm, most of their related store is very busy, and the adjuster told me to take my car to one of body store to get a quote.

I got the quote for around $11,000.When the inspector came, I show him the quote and the my car,

There is a scratch that I told him is damage because the tree branch falling all over, I explain to him and showed all branch is all over my house with picture "He insist that's prior damage!!!"

When the adjuster call me and say my car is total loss and she transfer me to an total loss adjuster, Then my nightmare began!!

The total loss adjuster (Kayla T[redacted]) told me my car only worth $9,761 and they take off another $500 from prior damage, I can only have 2 option

1) Elephant Obtains $8283

2) Owner Retains $5081.29

I told her that is IMPOSSIBLE, I got my blue book value of my car is $11,000.

and I show her the proof, All the car selling site in my same model all around $12,000!!!!

you just can't buy my car for the price as they claim!!

The adjuster insisting no, and my price is wrong, her price is right and I only option,

I told her, on her quote she show me clearly listed to buy my same model car is around $11000 - 12000,

however she take off $1,900 say "We won't responsible for the profit the seller make!!" I trying to reason with her she refuse to change the price more "REASONABLE PRICE" nor take off the "Prior Damage"

and only offer me $100 more!! "if you don't like it, you can pay for your own people to inspect for your car and we would hire some guy to value your car again" !!WHAT!! After that she hung up on me and say" she need to take care other customers"

I pay for my policy and that is the service I got!!

After all the disaster happen and I still have to got harass by my Insurance Company.Desired Settlement: All I want is a fair value of my car and got the service I PAID for!!

on the Blue Book Value is listed my car around $11,000,

Then Value my Car at $11,000 to begin the quote and take off the $500 Prior damage Adjustment,

stop harassing me and told me I only have 2 choose,

if value at my car fair value, the outcome would be

1) Elephant Obtains $10,000

2) Owner Retains $7,000

All I want is to be treated FAIRLY!!! and move on from all the disaster that happen to me and go back to my own life!!

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]. Mr. [redacted]’s 2007 [redacted] was damaged in a hailstorm and as a result was deemed a total loss since the repairs would have cost more than what the vehicle is worth. Mr. [redacted] and our adjusters discussed the claims process on several occasions in particular, how Elephant determines the actual cash value in total loss settlements. After several conversations with Mr. [redacted] he and our claims adjuster have reached an agreement regarding the settlement value of his 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

Review: I cancelled my policy on November 15th 2015. They failed to make a note of this and proceeded to take money off of my debit card without my permission. $155.18. Which left me with almost nothing in my bank account. $6.09 to be exact. When I tried to call them to get my money back they gave me some nonsense about how they hadn't made a note of it and that I was covered until some time in December and they refused to refund the money they stole from me. I am already contesting the charge with my bank and then I'm going to cancel that debit card. I want people to know what kind of crooks are running this joke of a company.Desired Settlement: I want my money back and I want people to know that thieves run Elephant insurance and they have no problem stealing money from their customers

Business

Response:

January 13th, 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 policy of our prior policyholder, please see below. Mr. [redacted] stated he cancelled his policy on November 15th, 2015; however, there is no indication he called or emailed Elephant to cancel. On October 19th, he purchased a second policy with Elephant and on November 10th called to inquire why the payments increased, one of our agents advised due to the mandatory addition of the Personal Injury Protection (PIP). Our agent also advised that if he did not want this coverage, he could return the rejection form and we would remove the coverage. Elephant resent the rejection form via email and while on the phone he confirmed receipt; Mr. [redacted] signed and returned the form on the same day. At no time did Mr. [redacted] inquire or indicate that he was interested in cancelling his policy; and since he signed the rejection form, we have to assume he intended to keep the policy. We at Elephant have a detailed procedure around cancelling policies; so even if a note was not left on the policy we can check the transactional history to follow the agent’s footsteps. If Mr. [redacted] called to cancel, while we would hate to have lost his business, the cancellation would have taken affect. Mr. [redacted] also received documents from us after November 15th and did not call or email to indicate a change was supposed to have been made. 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.]I did call them the fifteenth of November to tell them to cancel my policy. It is not my problem if they do not adequately keep records of that. I did fill out the form they are talking about on the 10th and when they sent me the updated policy cost I called to cancel because it was more than originally agreed upon. It does not seem like you are very customer service oriented and if you have no problem stealing from your ex customers. There should be no reason why they won't refund my money. It seems like they conveniently didn't add my cancellation so they could keep my money. Why did it take them so long to steal the money out of my account? If elephant is truly customer oriented they wouldn't be making it so difficult to get money back that was so obviously stolen from me! If there is really a person at the Revdex.com reading this it should be obvious what is happening. I didn't eat for three days because these thieves stole this money out of my account with no warning! How can they sleep at night?? I told them that on the phone too!

Review: On january 29,2015. I and my wife Contacted elephant insurance to obtain a quote on "full coverage" insurance for our [redacted] we were told we could add this coverage to our existing policy for somewhere around approx. $23.19 extra monthly the agent also went on to explain that elephant didnt refer to this coverage as "full coverage" but comprehensive coverage , I and my wife asked the associate questions about the comprehensive coverage and wanted to know specifically if we and our vehicle had a collision would be covered in the event of a liable or non liable accident, we were instructed yes.The associate said that the comprehensive coverage would cover the collision. We accepted this offer after asking several questions before trying to secure this purchase, However when we tried to secure this purchase we were instructed to provide our VIN number to the vehicle in order to set this coverage up, I advised the associate that I didnt have the info they required at the moment and asked if I can call them back to set that up when I had the info I was told Yes.On feb 2nd which was monday I contacted elephant insurance to provide the info that was required I advised the associate we spoke to someone a few days ago regarding a policy and were calling to give the VIN to set it up the associate advised she sees that we were calling about the comprehensive coverage I advsd Yes and stated I think that is correct. I advised the agent that whatever we discussed a few days prior was what we wanted to set up she advsd that she will need me to hold to review and locate the info, after a 6-7 min hold the agent got back online and advised she had located the info she proceeded with the call took my details and we were covered . Several months have past and I and my wife unfortunately had an accident we contacted our insurance to submit the claim and they advised us our vehicle is not covered althought we have paid them for 8 months straight towards the policy.Desired Settlement: I would like us to get the services we paid for and to have our vehicle repaired, I also would like to be refunded for all of our funds paid to elephant for the incovienience and emotional distress they have placed our family through. I would like for the Revdex.com to review all the details of this complaint and conduct a thorough investigation so that other customers will not suffer the same issues we have had thus far while doing business with elephant insurance.

Business

Response:

September18, 2015 [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 of the concerns of our consumer. We regret that there was a misunderstanding about the coverages that our consumer was purchasing, however the details regarding conversations with our service agents provided in the consumer complaint are inconsistent with our policy notes. Our agent spoke to the consumer on 01/29/2015, specifically regarding adding an additional vehicle with comprehensive and rental reimbursement coverages to an existing liability only policy. The agent advised that comprehensive coverage would not cover all types of physical damage losses to the vehicle. The consumer requested that the agent explain what liability, comprehensive and collision coverages are. The agent explained the coverages and provided quotes for multiple combinations of coverages. The consumer stated that they would discuss the options with their spouse and call back. On 02/02/2015 the consumer called back to add the vehicle and requested multiple quotes, for comprehensive coverage with various deductibles. The consumer chose a comprehensive deductible and added the vehicle. When the vehicle was added, the consumer was issued new policy with a declarations page and a cover letter. The letter instructs the consumer to review the policy documents and call the company if any information is wrong. The declarations page details the coverages provided by the policy, and the premium associated with each. The declarations page refers to comprehensive coverage as “other than collision coverage”. The consumer called the company multiple times, to make payment arrangements and an address change, prior to the August accident, and did not question the coverages provided or associated billed amounts. Elephant stands by our handling of the servicing of this policy and the processing of the related claim. We strive to provide every policyholder with a positive customer service experience. If I may be of any further assistance, please do not hesitate to contact me. Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

Consumer

Response:

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

The policy we discussed with an associate on 1/29/2015 states that we would have coverage on our [redacted] we discussed full coverage and we were told that is offered by elephant however the appropriate name was comprehensive coverage. we asked if the policy would cover rental and collision damage and were told yes we advised the assosciate we except and were told we would be covered in the event of an accident whether we were at fault or if we weren't. Elephant insurance is providing false info they have ignored our request to resolve this matter internally therefore we reached out to the Revdex.com to obtain resolution. they have refused to provide us with proof of the calls that were made to them regarding our policy and have failed on multiple occasions to dispense policy documents as we requested from them. Elephant insurance is in violation of our consumer rights, we have also reported this to the Fair trade commission due to the nature of our complaint.

Regards,