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: 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

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

Review: I bought elephant insurance coverage for my family car in March 2014. We paid in full for 6 months which should have covered us from march to october 2014. But, two days ago, my wife noticed that elephant insurance charged around $150 from her credit card. I called Elephant insurance to see what happened and they told me that they couldn't find any prior insurance record for my wife. I was on phone for 1 hour and the customer service representative told me that he has to contact all of the prior insurance companies to verify the insurance coverage. I know that we have insurance coverage from last 6 years but Elephant Insurance charged our credit card (two months after buying the insurance) saying, "Lapse in prior Insurance Coverage" and the C.S. representative said that it means elephant insurance company couldnt found any prior insurance records for us. I was in phone with them daily for 1 hour for two days and the C.S. person said, he has more verification to do and will take more days to sort it out.

My complaint is that, how can a company charge our credit card without notifying us? WHen we bought the insurance, they gave us 52 pages rating worksheet and gave us quote for $350 approx. We bought it because the price was good but down the line, they cheated us $150 saying that the company is too small and possess no capacity to validate the prior insurance coverage until the customer has spent 5-6 weeks with them. I do not have lapse in prior coverage and I didnot get any letters or notice from the company saying that they charge our card. The C.S. representative said the company sent out a letter but we received none. The company is running a scam and it scammed us $150 just for having insurance with them.Desired Settlement: I need an apology from the company for the trouble given to me and refund my money that they have taken.

Business

Response:

Dear [redacted]

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

The customer complains that a personal auto policy was purchased with Elephant and that 6 months premium was paid.

An additional $150 was charged to the credit card on file. When he called Elephant, he was informed the charge was due to a lack of prior insurance history for the policyholder, the wife of the insured customer. He states he doesn’t understand how an insurance company can charge an additional amount of premium.

The customer is not our policyholder, but an insured on the policy. The policy address matches the address on the complaint, so all mailed notices to the policyholder should have been received without issue.

The policy was purchased on March 24, 2014 and effective on March 25, 2014. Under [redacted] insurance law, insurance companies are given a 45 day underwriting period to confirm information provided in an application for insurance or to even cancel the policy. If information is not consistent, a policy can be amended and a premium can be adjusted.

Therefore, under the 45 day underwriting period, Elephant had until May 9, 2014 to review and amend the policy.

On March 26, 2014, the application was initially reviewed and a letter was sent via USPS first class mail correspondence

stating an insured had an out of state driver’s license and had 30 days to change the license to a [redacted] license or risk being cancelled. The mailing address on file is where the notice was sent. On April 15, 2014, the customer called in after receiving the notice and explained the insured husband had a

residence and vehicle in Colorado, and he only visited [redacted] every few months. Underwriting approved the husband could remain on the policy with an out of state license and the policy would not cancel because the reason was valid.

On April 22, 2014, Underwriting began the review of the application information. An Underwriting Review letter was sent to the policyholder stating that the customer showed a lapse in coverage of (greater than 30 days) for the following dates: 3/25/11-3/25/14. Also, we were unable to verify prior insurance coverage during the last three years. To prevent an increase in premium, the customer could provide a proof of coverage letter to verify coverage during these dates from the insurance company who provided coverage during these dates. If verification is not received, the policy will be amended as of the date on the letter. The letter was sent with a response deadline of May 9, 2014.On May 9, 2014, the customer had not responded to the most recent letter, so the policy was amended to reflect the lapse in coverage reported, increasing the annual premium $286.03. The customer received via email new policy documents indicated that the policy had been amended and the new annual premium.On June 5, 2014 an invoice generated for the new premium owed for the 6 month payment plan ($286.03/2- 6 month installments) elected by the policyholder ($143.02 + $7 installment fee). This invoice was sent to the policyholder. On June 25, 2014, the premium owed drafted from the card on file, per the terms of the [redacted] Payment FAQ document sent in the initial policy packet email. This document explains when you agree to recurring payment plans with Elephant, we will provide you with an invoice and draft the card on file when it is due.

On July 7, the insured called in to question the amount drafted on June 25. The agent explained the reason the additional payment was invoiced and collected. The agent was able to contact [redacted] and verify coverage for 3/2013 to 3/2014 with no lapses. The agent attempted to contact[redacted], but was unable to get through due to excessive hold times. The agent offered to call the customer back when he could reach Progressive. The customer stated he could not accept a phone call later that evening, so the agent returned the call to [redacted] on July 8. [redacted] verified that the customers were insured from 6/11/11 to 12/9/12 with a 2 day lapse in coverage for 6/11/12 to 6/13/12. The dates of 12/9/12 to 3/13 remained unverified. The customer then stated he also had [redacted], but didn’t wish for Elephant to contact them, as he stated he would be switching insurance due to the underwriting process. Insured was advised the wife would have to call to request the cancellation, as she was the policyholder. The customers have not been in contact with Elephant since July 8, 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,

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.

My wife has authorised me to deal this matter for her.

My wife never received mail from the company at her adddress. I would love to see the proof that they have sent the mail. Nobody in this world would not react when they know the premium is going up. Technical incompetency is not a valid reason for premium increase. I cannot spend 1 hour every day with elephant insurance to figure out my insurance history. It is something that they have to do on their own. When I called them, the person told me that my wife has no prior insurance history. I spend more than 1 hour a day for two days and the previous company verified insurance for more than last two years. Now they want me to spend more time with them solving their incompetency. I have a job and can't run around this company to fix the issue. The customer service person accepted that they don't have technology in place. My question is, why do we have to suffer for their incompetency? We are happy to go to our previous carrier if they refund the money that they took without authorization.

Regards,

Review: My husband and I called to cancel our auto policy as of 8/1/14. We were told by customer service that we would receive a final bill for any remaining premiums, if any, but she could not confirm the amount until the policy canceled at midnight that night. She mentioned that we would have 30 days to pay that final bill. The last communication we received from Elephant was an email as of 8/1/14 that confirmed we had canceled our policy. There was no final due amount or attachments. Today, 9/5/14 when checking my bank account I see a debit from my account in the amount of 195.15. I called customer service to find out what this charge was on a canceled policy only to be told that the original contract says we authorize Elephant to auto debit any remaining premiums at cancelation. The problem is how can they just debit from the account without first providing an itemized final bill? This is poor customer service and shady billing practices!!Desired Settlement: The customer service rep couldn't explain where the 195.15 came from only to say that we had a past due invoice in July. I then asked for an itemized statement of the account and he said he would have to request that from the accounting department and it would take 7 to 10 business days to get. I then had to ask how it would be received, via regular mail or email, he answered email. I would like to be credited half of the final amount at least for being debited without a final bill being presented.

Business

Response:

Dear Ms. [redacted]:

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

Mrs. [redacted] and her husband [redacted] called to cancel their policy on 08/01/2014. The policy was cancelled with an effective date of 08/02/2014. Mrs. [redacted] states that customer service advised that a bill for outstanding balance would be sent after the cancellation processed and that Elephant would grant thirty days for payment of the overdue amount. Mrs. [redacted] states that the only communication she and her husband received was a confirmation of the cancellation, via email on 08/01/2014. Further, on 09/05/2014 Elephant drafted the overdue amount of $195.15. When Mrs. [redacted] called to question the 09/05 draft, she was advised that the policy contract authorizes Elephant to draft outstanding balances upon policy cancellation. Mrs. [redacted] would like to be reimbursed for half of the overdue amount that Elephant drafted on 09/05/2014, because she and her husband did not receive a final bill.

I have reviewed the 08/01/2014 call that Mr. and Mrs. [redacted] made to cancel their policy. The customer service agent advised that Elephant would send the final amount due when the cancellation processed. Mr. [redacted] asked if his cancelling the policy would stop the automatic payment that was set for 08/07/2014. The agent advised that the automatic payment would not be drafted once the policy cancelled. The agent explained that Elephant would grant thirty days for the outstanding balance to be paid and that if the balance was not paid Elephant would try to draft the overdue amount from the account on file prior to sending the account to collections. The agent also explained Elephant's collection process to Mr. and Mrs. [redacted] in detail.

Elephant's collections process starts when a policy with overdue premium cancels. The policyholder receives and email notifying them that their policy has been cancelled, with an attachment detailing the overdue amount. The policyholder is given thirty days to pay the balance. If payment is not received in thirty days, the account goes into collection status. If the account was on auto pay, which is mandatory for all policies on installment plans as of January 2014, Elephant will attempt to draft the overdue amount from the account on file the first Friday after moving to collections status. We attempt to draft payment on this date because it is the business day preceding the account actually being referred to our collection agency. This policy is also detailed in our actual policy documents.

Elephant's records show that the cancellation confirmation was sent on the effective date of cancellation. Elephant then followed its established procedure for collecting overdue payments, drafting the overdue amount for the 08/02/2014 cancellation on Friday 09/05/2014. Mr. and Mrs. [redacted] received a written copy of this collections policy with their insurance policy. Further, they were specifically told how the policy works by the agent who processed their cancellation. Elephant cannot refund any of the funds drafted to cover the overdue balance, as they are payment for the coverage that we provided and refunding that payment would violate [redacted] rebating laws.

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: Withdrew an insurance payment of $53.87 from my account not only without my consent, but against my wishes. I fell behind on my payment, and they took all I had 2 weeks after the cancellation of my policy. They refused to refund the payment. I'm a student, and I refuse to have my bank account held hostage, or be bullied by an insurance company.Desired Settlement: All I want is my 53.87 refunded and a bill for the remaining balance which I will gladly pay with agreed upon terms.

Business

Response:

December 19, 2014 [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 this customer’s concerns. I have reviewed the case file, please see below: On 09-01-2015 this customer, now a former policyholder, called in to purchase an auto insurance policy from Elephant. At time of sale, we advised about our autodraft process. He was specifically told the down payment and subsequent payments would be drafted from the card on file. Our agent went over the process in detail to confirm acknowledgement. Our agent stated “…make sure funds are available, we don’t mail a bill, we bill your card….” And then continued to advise “…If you miss a payment, Elephant may charge your card at a later date to cover any amounts past or currently due. Do you agree with the process? He said “Yes.” Our agent again advised “…We don’t mail a bill, we text an email five days in advance every month to remind you of your payment….” She then collected his cell phone provider at this time as she had previously confirmed his phone number earlier in the call. So not only was our former policyholder notified of the process at time of sale, he was receiving reminder texts five days before his payment was due. Additionally, he received billing invoices via mail and reminders via email. Up to this point, our former policyholder made no indication he was unhappy with our billing process. Elephant will not be refunding our former policyholder as it was funds owed for services provided. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni M. S[redacted] Product Compliance Specialist Elephant Insurance Services

Review: The first issue that I came across with this company was their "rental agreement". They give you a set number of days based on the damage of your vehicle. The adjuster stated my vehicle (which was rear ended by an Elephant Insurance policy holder) had 5 days of repairs, meaning it would take 5 days at least to repair it. The company also recommends ALL customers drop their vehicles off on Monday. However, I was unavailable to do so on a Monday so I dropped my vehicle off on Wednesday. I was told on Friday that my car was not ready by the body shop. My adjuster stated I would still need to return my rental by Sunday as that was the 5th day. They were informed the body shop was closed Saturday and Sunday and still continue to count those 2 days as part of the 5. Even though I was repeatedly told I would be given 5 days of repair (meaning, to anyone else that understands basic business days) 5 days my vehicle would physically be worked on. I spoke to 6 different people from Elephant and not ONE was helpful, understanding, or considerate. I left 2 voice mails for Chip H[redacted], who never called me back. This all occurred on Friday the 8th.

Today is the 12th, I returned the rental knowing full well Elephant would have had Enterprise charge me the remaining days. Then today I was notified by the body shop that they found additional damage and had notified Elephant yesterday at 9am and had not heard from them. When I spoke to my adjuster she explained she was out of the office and that sometimes they have to send someone out to look at the car to decide whether or not it's approved. I asked once again to speak to Chip H[redacted], he was unavailable again. 3 hours later I called again because no one from Elephant had spoken with the body shop still. I also left Chip a third voicemail. I'm appalled by the incompetency of this company as well as their severe lack of customer service. Insurance companies should be helpful, reliable, and considerate. Elephant Insurance is not.Desired Settlement: I want to speak with the supervisor of Chip H[redacted]. If Mr. H[redacted] does not have the time to aid a customer with an issue that the employees beneath him could not handle, then clearly I need to speak to someone above him.

Business

Response:

January 21, 2016 Ms. S Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you notifying Elephant of the concerns of this claimant. Elephant stands by our handling of this claim. Our file details that the claimant was told numerous times that we would pay for no more than 5 days of rental and that an appointment should be set with the body shop after all necessary parts were at the shop. It is standard industry practice for the number of days for which a rental vehicle is provided to be limited to the number of days required to complete repairs. When the claimant contacted Elephant to request that a rental reservation be set for a Wednesday, the claimant acknowledged understanding that the last day Elephant would pay for the rental was Sunday. Elephant’s file shows that the claimant’s body shop advised that the claimant dropped the vehicle off without an appointment, and stated that Elephant instructed this. The claims manager who the claimant tried to reach repeatedly was unavailable during the time of the contact attempts but did have a direct report call the claimant on the manager’s behalf. Each individual that the claimant spoke to advised the same thing because we followed our established procedure. Speaking to the manager would not have changed the time allowed for rental at that point. Elephant’s file shows that we processed the supplement from the claimant’s body shop the day after we received it. At that time Elephant offered to provide another rental and the claimant declined. The claimant subsequently requested another rental, which the claimant is presently driving. The claimants vehicle is expected to have repairs complete on 1/27/16 and Elephant will continue to pay for the rental until repairs are complete. Sincerely, CP Elephant Insurance Services

Review: I purchased an auto policy with Elephant approximately a year ago. I require to carry an SR22 on my auto policy until 2017. As Elephant is aware of this since they provided the service in filing the SR22 on my behalf. Due to unfortunate circumstances on 2/26/16 I no longer have my [redacted] I called Elephant approximately 1-2 weeks to let them know I would no longer need coverage on the vehicle. Without question they cancelled the policy and SR22. I purchased a new vehicle recently and was ready to move forward with obtaining coverage with Elephant on my new car, meanwhile in the process of getting the new car titled and tagged I realized my drivers license had been suspended, confused as to what went wrong I contacted DMV and this is was their response. "You are required to carry an SR22 until 12/6/17 regardless whether you have a vehicle or not. The SR22 is required just for you to have a driver's license. You do not need to carry it on the vehicle that you no longer own but if you don't have any vehicles to carry it on, you would need a SR22 operators policy, which is something your INSURANCE COMPANY can explain to you. In order to have your suspension lifted, we need proof that you have a SR22 and you must pay a $145 fee." Based on that response from DMV it sounds like there may be some kind of requirement that the insurance company has to let someone know they shouldn't cancel out their SR22, and if not, at least give the common courtesy and customer service in advising a customer prior to just cancelling a REQUIREMENT by law. If I had been advised by Elephant that I needed an owners operator policy I would have taken it on the spot and not be put in the situation of having a suspension and hefty fine. Unaware of this rule I relied on the professionals at Elephant. When speaking to a supervisor today the only response I got was I'm sorry we can take that info back to our trainers and was told the company just started working with/filing SR22's.Desired Settlement: I paid $145.00 to DMV to have my license reinstated today 3/24/16. I am requesting that Elephant reimburse me for this expense due to the lack of professionalism and incompetence of the agent/customer service representative that clearly did not care or consider the repercussions or consequences of cancelling my SR22. I am no longer in need of the owner operators policy and will not be insuring with Elephant again in the future. I have obtained new auto coverage through a private agent that reassured me he has my best interest and guidance with my auto coverage now and in the future. After my conversation with the supervisor it seems to have no impact to Elephant that they lost a customer simply by not offering me an owners operator policy (continued payment to you)! and coverage on my new car.

Business

Response:

April 14, 2016 Ms. S Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you notifying Elephant of the concerns of our former policyholder (FPH). Elephant’s customer service department processed the policy cancellation for our FPH, however another department is responsible for cancelling an SR 22. Our customer service agent was not aware of the SR 22 when the policy was cancelled. The information that the state of Virginia provided to the FPH detailing the need for the SR 22 would have specified he need for an operators’ policy if the FPH did not own a vehicle. It is the responsibility of an individual who needs an SR 22 to understand what is required of them. Elephant is unable to pay any fees incurred by the FPH, as it would violate insurance rebating laws. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulations. Sincerely, CP Elephant Insurance Services

Review: On or about May 15, 2014. I reinstated my vehicle policy I paid the amount told to me by representative. Within 48hrs I received an email from merchant stated that I was "past due," for the amount $134.00. I called merchant in order to inquire and representative stated that he would contact me within 24-48hrs because that specific department (accounting) was closed. 48hrs came and left no return call at least 1 week was approached. I then proceed to call again, and was told some similar information with added info ( I was not responsible for the $134.00) and that I will be receiving my correct bill on or about June 6, 2014. I waited until this time and discovered that the bill was never corrected as well as having an addition to it. I proceeded to contact merchant again and was still mislead by the representative. At this tkme I have list faith in the honesty of this insurance company and am thinking of dropping it in total. After all the misinformation given to me I tgen spoke w ith some woman nam we d Tomeka who addressed herself as a supervisor. She explained to me what had happened and admitted that the merchant was in fact in error. I then explained to her my current hardship status and how this has affected my payment schedule.Desired Settlement: Id like for this merchant to not randomly apologize but put forth action too. The woman apologized for their error but when it was time to respect my needs all I heard was what implied authority she didn't have and/or what could not be done. This is poor and definitely not acceptable to any consumer--you can't be wrong and demanding all in one tone. All I asked for was some wiggle time in order to not fall more behind. This company is not going to close down for offering someone a 14day extension. Its going to close down for conducting this type of behavior.

Business

Response:

Dear [redacted]:

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

[redacted] complains that she reinstated her vehicle policy after cancelling for non-payment. She further states that the issue was an incorrect bill and that a supervisor admitted it was an error on the company’s part. [redacted] has a history of delinquent and late payments since beginning as a customer with our company, resulting in multiple billing issues. [redacted] has been behind on her payments for several months, making payments, but never paying the balance due in full. She had received several notices of cancellation for non-payment of premium On May 15, [redacted] called in on our recorded lines and spoke with an agent. This was the date her policy had cancelled due to non-payment of premium. She had no equity left in her account to continue the policy past that date, and she had received a Notice of Cancellation for Non-Payment of Premium, dated 4/28/14 stating that she would cancel on 5/15/14 if the total on the notice had not been paid. The amount due was $331.99. Further, she was sent an email on 5/13/14 reminding her of the impending cancellation.

On May 15, [redacted] had already cancelled. She requested to pay with a check, which cannot be accepted as payment on a cancelled policy nor one impending cancellation due to the amount of time the EFT takes to clear the bank. This was explained to the policyholder, and she was upset. She then tried 2 different credit cards, both of which were denied for insufficient funds. Our agent offered to process the payment by breaking it up between the 2 cards. [redacted] responds that is ridiculous and that she would just let the policy lapse, call back on Monday and pay the past due amount, and then insure with another company.

However, on May 21, the policyholder calls back to inquire about reinstating the policy. Our agent advised they could start the policy back, but due to the time that had passed, the policy would be reinstated with a lapse. She is advised she has to pay the outstanding balance of $10.80 for coverage already provided, which she does on that day after trying 2 different credit cards. She is advised $354.94 is needed to reinstate the policy with a lapse and obtain enough equity for coverage to be reinstated. She asks again to pay by check. The agent tells her a check cannot be accepted for a reinstatement payment, so the policyholder states she will

call back. She was advised the amount needed may vary slightly when she did call back based upon where her policy was in the billing cycle.

On May 23, the customer called and bound a rewrite of the policy for 12:01 AM on May 24. Due to a system error, the agent only initially requested $183.41 to reinstate. After accepting that payment, the billing system updated and showed that an additional $127.41 was required to bring the policy to the full equity needed to prevent cancellation. The customer was advised that a request was being sent to accounting to review the policy and determine why it had errored.

As a result of money being owed to keep the account in good standing, an email generated on May 25 requesting the policyholder make a payment of $134.41 which was past due on May 24. The customer called on May 24 and was advised to wait until accounting reviewed to make sure the account payment was correct and if the amount could be spread out. She called again on May 27 and was advised the same thing, but was asked to call back the following day. Accounting confirmed the amount due and an invoice for $306.82 was generated on 6/4/14 with the past due balance of $134.41 and the payment now coming due. The customer did not contact Elephant again, nor did she make any further payments. A cancellation for non-payment again processed on 6/11/14 stating that if the $306.82 was not paid by 6/30/14, the policy would cancel.

On 6/22/14, a service agent contacted the policyholder and left a voicemail to follow up on the billing issues, advising the amount was due and could not be spread out on future invoices, as it would not allow any equity in the account to provide coverage.

On 6/23/14. The policyholder called and claimed she had been told not to worry about the payment due at all. The agent corrected the policyholder and said they had tried to help her with the payment, but there was not enough equity in the account to pay for coverage being provided.

The policyholder called again on 6/24/14 and stated we were at fault. The agent again attempted to explain the equity needed in the account and that we could not continue to provide coverage not paid for. Our service supervisor tried to arrange a payment plan with her to prevent the cancellation, but told the policyholder the $134.41 past due had to be paid by the 27th to prevent the cancellation, and the full balance had to be paid by July 4 or the cancellation would become permanant. She made a partial payment of $50 that day and was advised that $84.41 would need to be paid on 6/27/14 to prevent the policy from cancelling under that payment arrangement.

On 6/27/14, the policyholder called and only paid $40. She was advised that $216.82 was the remaining balance to keep equity in the policy and continue coverage. The policyholder called in on 6/28/14 and asked for an extension on the NPC.

The agent advised that an NPC cannot receive an extension. She stated the supervisor told her she could continue to make small payments. Our agent corrected the policyholder and states that the service agent had set up a payment required by the 27th, which hadn’t been met. The policyholder called back and escalated to a supervisor again and was told the same thing.

The policy cancelled on 6/30/14 per the proper notice due to the fact the payment arrangement of the past due balance was not met by the policyholder.

On 7/4/14, [redacted] called to verify coverage with the customer on the line. The agent was advised the policy cancelled on 6/30/14. The policyholder stated she understood it was going to be 7/4/14. The service supervisor agreed to extend coverage until 7/4/14 to help the customer prevent a lapse between coverages. As a result, a final invoice was generated stating that $31.20 was now owed for the coverage afforded between 6/30/14 and 7/4/14.

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

Sincerely,

Elephant Insurance Services,

Review: I am a customer of Elephant Insurance. Ford is currently fixing my vehicle because elephants driver ran a red light and rear ended me. They gave Ford 3 days to fix my vehicle however that was 5 days ago because Ford is not open on weekends. They arranged (after much hassle) for me to have an enterprise loaner however to date I have been charged $450.00 for this rental. I am a nurse who at times works 16 hour days in an acute care hospital. Ford had offered to put me in a [redacted] lamer free of charge however because I work (and Ford [redacted] closes at 6:00 pm, 3:00 pm on Saturday and closed on Sundays) I have not been able to rearrange my schedule to leave work to drive 45 minutes one way to drop off the enterprise vehicle, get a ride to Ford, pick up the [redacted] vehicle and drive back to work another 45 minutes away. Let me remind you, your driver hit me. It is the holidays and this is taking money away from my kid's Christmas because you're insured driver decided to run a red light. Not to mention I know have a wreck on the title of my brand new $48,000.00 vehicle.Desired Settlement: Reimbursement for $500.00.

Business

Response:

December 29, 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 claim file, please see below. On October 23rd, 2015 Ms. [redacted] was involved in an accident with our insured; Elephant deemed our insured to be at fault. On November 5th, 11th, 16th and the 19th, we called Ms. [redacted] to ask her which body shop she would like to take her 2014 [redacted] and on November 25th [redacted] called on behalf of Ms. [redacted] to advise they would be repairing her vehicle. Elephant received an estimate from [redacted] on December 8th indicating not only the price of the repairs but the time it would take. On the same day we called the body shop and conferenced Ms. [redacted] in to set up an appointment to repair the 2014 [redacted]. At this time we also confirmed with the body shop with Ms. [redacted] on the line that the repairs would only take three days and the rental car we are providing Ms. [redacted] would only be authorized for three days; repairs were to begin on Tuesday December 15th and be complete by Thursday December 17th. Both parties acknowledged and understood. Elephant set up a rental car reservation through Enterprise for Ms. [redacted]. On December 17th, Elephant called [redacted] to confirm that the vehicle was ready for Ms. [redacted] to pick up and was advised that repairs had not been started. At this time, we advised the body shop that we would not be providing an extended rental as they had confirmed on December 8th this repair job was only to take three days and if Ms. [redacted] needed an extension on her rental vehicle they would be responsible. They acknowledged and understood; we also called Ms. [redacted] and left a voicemail as she did not answer her phone to advise of the new developments. Ms. [redacted] has indicated that [redacted] has offered a rental vehicle from [redacted] at no charge. Since Elephant was not responsible for the delays in the repairs to Ms. [redacted]’s 2014 [redacted], we will not be able to extend the rental coverage. 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

Review: My husband and I obtained a policy with elephant in DEC 2015. Jan 2016 I added a third car and Feb 2016 I added a fourth car. I also added two of our children because they would be driving these two cars. At the end of Feb, beginning of march I received a certified letter stating I had to prove these two cars was in our name. I have DMV hold my titles so I sent elephant a picture of the registration of one and a tag transfer of the other one because that car was being restored which means it is not drive able. A few days later elephant wanted me to prove that my first two cars is titled to me and my husband. Again I have DMV hold the titles. Now they cancel my policy after they take a payment of $360.00 from my checking account.Desired Settlement: Reinstate my policy or refund my full payment so I can aqquire auto insurance with a different company.

Business

Response:

March 22, 2016 Ms. S Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you notifying Elephant of the concerns of this policyholder (PH). This policy was cancelled for lack of underwriting information. Elephant’s policy notes show that the PH provided the required information ant that the policy was reinstated without a lapse on 03/14/2016. Sincerely, CP Elephant Insurance Services

Review: Earlier this year I purchased a [redacted], I called elephant insurance the day of purchase to have the car insured. They said it was covered. For 3 to 4 months I was not billed for this vehicle on my insurance because of an issue on their end. I called repeatedly to make sure I was covered and to see why my insurance payment had not gone up. In june they apparently resolved the issue and started charging me. I was told by a representative that the most my bill would be for this car would be around $80 a month. I had a 2004 ford Ranger Edge on my insurance before adding this vehicle and my initial monthly payment was around $65 a month. Since they started charging me for the [redacted]. My bill has been $205 a month and $240 a month. $65 + $80 = $145. Not $240 not $205.Desired Settlement: I want to know why I was quoted a price of $80 a month for insurance on this car yet, the amount is not adding up to that. I also would like to know why one month my bill is $205 and the next it is $245. My wife passed away recently, I am an older man struggling to find employment contracts. and I do not have the money to throw away. I need a stable bill each month, and I would like for the bill to be what was discussed/promised by several representatives of the company.

Business

Response:

October 16, 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). I have reviewed the history of this policy and determined that our agents did not follow up with our PH appropriately. We have written off a portion of the policy premium, to make the monthly payments match the amount quoted to the PH. I have spoken to the PH to provide specific details. On behalf of Elephant, I apologize for the inconvenience that our errors caused the PH. 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:

[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: In short, on the evening of March 30, 2015, my car overheated so I pulled to the side of the road. Upon inspection, my radiator cap had blown off(but was found under the hood), there was coolant fluid all over the place, the radiator was empty and the coolant reservoir was empty as well. I was literally in the middle of nowhere-at least 5-10 miles from any store that may have been open. I'm not an automotive expert, but was fairly certain that I was in need of coolant for my radiator....or just water-at the least.

I phoned the Roadside Assistance Service from Elephant and spoke with a male named [redacted](?). I asked if they could please have someone bring me coolant for my radiator, but if that wasn't possible, could they just bring me a gallon of water. I was told "no"- that they only can bring gasoline. They also told me they could call for a tow truck. I reiterated that all I needed was water and that it made no sense to me that they couldn't bring me any when it states on http://www.elephant.com/car-insurance/claims/roadside-assistance -that "a trained customer service representative will dispatch a roadside service professional to help you with the following:" and Emergency fuel and fluid delivery is listed as #4. After being placed on hold, he returned only to tell me, "sorry" and that they cannot bring me fluids. I came back at him with a "thanks for nothing!" and hung up the phone.

So- not wanting to walk 5-10 miles in the dark on a divided highway, I chose to make a 911 call. The kind operator dispatched the VA State Police and he arrived 30 mins later. Because of Elephant's false advertising, the officer had to drive to a store, purchase coolant and water for us, bring it back and fill my radiator. I was on the side of the road-in the dark-for over three hours, which was completely unnecessary, had the Roadside Assistance Service Program done for me what my policy plainly states(as well as the website) in black and white, that they do.Desired Settlement: I find it only fair that I be reimbursed $14.97 for the coolant and that one of my monthly insurance payments be waived or adjusted to a fair amount for the fact that, because of THEIR false advertisement: 1. I was stranded on the side of the road for about 4 hours. Much longer than I would've been had they brought fluids as stated they can. 2. A VA State Police Officer had to be dispatched to help me. His time was taken away from other patrons he could've been assisting had fluids been brought to me as stated they can be. I feel as though deducting $65.00 from one of my monthly payments is fair. $50 for time and unneeded anxiety and $15 for the coolant purchased.

Most importantly, the phrase stated on my policy and on the Roadside Assistance portion of Elephant's website, "Emergency fuel and fluid delivery" needs to be changed to "Emergency fuel/gasoline only delivery". Or there needs to be a notation somewhere that states they can ONLY bring gasoline to a customer.

Business

Response:

April 15, 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]. Ms. [redacted] Virginia Auto Policy includes Towing and Labor Coverage. This coverage is detailed in form PP 13 55 06 00 and in the corresponding insurance identification card. This coverage is state promulgated and covers the following 5 perils: 1) Towing, 2) Battery Jump, 3) Flat Tire, 4) Fuel Delivery and 5) Lock Out. Ms. [redacted] cites information contained on Elephant’s website, stating that delivery of fluids is detailed as covered. This website provides all possible coverage options, the provisions of Ms. [redacted]’ Elephant policy determine the coverage provided to her. We regret the misunderstanding; however we are unable to provide coverage outside of that detailed in our 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 1-877-21 TRUNK (1-877-218-865). 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 belowThey state that I have "Towing and Labor" coverage, and are citing information in regards to their "Towing and Labor" policy...which has absolutely nothing to do with my complaint. My complaint is in regards to their "Roadside Assistance Program", which I am a member of/my policy covers. I'm certainly not going to rewrite my entire complaint, but in short, I asked them to bring me "fluids" which, according to my Roadside Assistance paperwork AND Elephants own website, it states, plain as day, #4, that they will help with the following....... "emergency fuel and fluid delivery":(the following was copy/pasted from Elephants Roadside Assistance webpage), yet I was told that they do not deliver fluids and was left to call the Virginia State Police for help-(start of copy/paste from website)Roadside assistance coverageIf you purchased Elephant Roadside Assistance coverage with your auto policy you can call CT Auto Club, Inc. at 1-877-321-9910, 24 hours a day, 7 days a week. A trained customer service representative will dispatch a roadside service professional to help you with the following:Tow of your disabled vehicleFlat tire changeBattery jump startEmergency fuel and fluid deliveryLocksmith servicesPlease make sure to have your policy number and vehicle information handy.(end of copy/paste from website)I am unsure as to why their response has absolutely nothing to do with my complaint. My "towing and labor" part of my insurance coverage is NOT what is in question here. It is their false advertising of what their RAP will do for their customers. This seriously needs to be addressed so no one else is forced to stand on the side of a dark road-at night-with a useless Roadside Assistance Policy in their hands!!

Regards,

Review: In May 6, my wife had an auto accident, then the Insurance sent a person to make value of the damage, since that date the insurance have not sent their estimate to the repair shop, so they can start working on my car. I contacted Mr. [redacted], At Elephant Insurance has given poor customer service by not doing his job and not knowing or guaranteeing anything. Mr. [redacted] always said that the estimate will be ready, It has been two weeks since the accident happened, please send the estimate today now!!. This has caused many problems because I have no other means of transportation, my wife is in her last month of pregnancy, I have a one year old child, this made my life extremely difficult to do everyday things, please honor the services which I have been paying for the past almost 5 years. They do not handle anything correctly and customer service is not their priority.Desired Settlement: I need my vehicle fixed now.

Business

Response:

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

Review: This company without permission and after I no longer carried a policy still proceed to take money from my bank account without any notice of any kind. I had a horrible experience with this company.Desired Settlement: I want a refund of 183.00

Business

Response:

August 20, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). I have reviewed the policy and billing history for our FPH. The funds drafted on 8/8/15 were properly billed and collected in accordance with our documented procedure. Our FPH was enrolled in auto pay. Our payment FAQ’s, which are provided with the policy documents, specifically state that we may draft past due premium after the cancellation date. The policy invoiced on 6/18/15 and a partial payment was made on 6/22/15. The policy invoiced again on 7/19/15, this invoice included the unpaid amount from the prior invoice. Because no payment was received after 6/22/15, the policy was cancelled for nonpayment of premium. Elephant issued a notice of cancellation for nonpayment of premium on 7/13/15, which detailed the past due amount and the date the policy would cancel if payment was not received. The 8/8/15 draft is earned premium for coverage provided through the 7/27/15 cancellation date. 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: I had a balance of $100.00 from my December payment and Elephant Insurance processed a cancellation approximately two weeks after my December due date for the balance of my December bill and also for my January charges that were not due until the end of the month. There is a grace period every month for a payment. This company did not grant me that grace period for my January bill causing me to incur a month and a half worth of charges that I am unabke to afford. As a result my policy was cancelled making my chances to start my new job impossible at this point. [redacted], Senior Team Leader and her manger, [redacted] (they claim to go on first name bases only) - refused to offer me any type of assistance, including giving me the Operations Manager contact information.Desired Settlement: To be able to pay my December balance and make arrangments for the $213.89, January payment, before my February bill is due.

Business

Response:

February 10, 2015 [redacted] 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 [redacted] I have reviewed the policy and billing history for our prior policyholder. Elephant does not offer a grace period. Insurance services are billed prior to coverage being provided. [redacted] was sent a notice of cancellation for nonpayment of premium on 1/14/2015. This notice advised that the policy would be cancelled effective 1/27/15 if payment in full was not received. Because the cancellation notice was issued after the January payment invoiced on 1/6/2015, the January payment was included in the amount due. [redacted]’s policy was cancelled in accordance with state law and proper notice was provided. Elephant did reach out to [redacted] on 1/29/2015, to offer reinstatement of the policy if she paid the balance due. [redacted] did not respond to our call and her coverage has lapsed. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Elephant Insurance Services

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: They put me into collections saying I owe them 50.00 when I paid for my services and then I did choose to no longer continue with themDesired Settlement: To have this be taken off my credit report

Business

Response:

March 9, 2015 [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. I have reviewed the policy and billing for Ms. [redacted]’s cancelled policy. Ms. [redacted] purchased a policy effective 7/25/2012, and paid a down payment of $103.96 to bind coverage. Ms. [redacted]’s first monthly payment was invoiced on 8/5/2012 and due on 8/25/2012. Ms. [redacted] did not pay the invoice or call Elephant to cancel her policy. On 8/27/2012, Elephant issued notice of cancellation for non payment of premium, effective 9/11/2012. In the state of [redacted], we are required to give policyholders 15 days notice of our intent to cancel for nonpayment of premium. When Ms. [redacted]’s policy cancelled on 9/11/2012, she owed Elephant $33.30 in earned premium for the coverage provided form 8/25/2012 through 9/11/2012. On 9/27/2012, Elephant sent Ms. [redacted] a final invoice for $33.30, which advised that the amount would be turned over to collections if not paid. As detailed in the letter, there is a $20 collections fee. We are unable to remove this record from Ms. [redacted]’s credit, as it is a balance owed for services rendered. To avoid owing Elephant for coverage provided after 8/25/2012, Ms. [redacted] would have only needed to contact us to properly cancel her 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, [redacted] Elephant Insurance Services

I've had Elephant vehicle coverage for the past 3 years, haven't had any issues at all, really like them as an insurance company actually, I'll probably stay with them for a long time. The only complaint I'd have is when you call them sometimes you're on hold for a long time while waiting to change or update your coverage, and their website doesn't allow you update or change your coverage so you have to call them.

Worst customer service ever. Did not handle my claim appropriately. Was not provided a rental car for the promised time frame. When I asked to speak to a supervisor, I was given the run around. They are crooks

Review: I signed up for Insurance in January with Elephant. I have 2 financed vehicles and asked for full coverage. Numerous times I inquired about my small payment and if they were SURE this was full coverage. Each time I was assured it was. The company sent information to my finance agencies, stating I had the amount of coverage required by law. However, when I had a wreck on 8/20/14, I reported it on 8/21/14, I was told I had medical PIP coverage and loss of wages coverage but ONLY liability on the car. When I complained I was told this is what you purchased. I explained that if that was selected, it was a purchase made under false pretenses. They told me I should have received documentation by mail stating my coverage limits. I did not. I did receive a declaration page that appeared to have full coverage insurance and listed my finance agencies. However, they did not select comprehensive and collision. I do not understand how it is illegal in the state of Texas to have a car financed and only covered with Liability, yet this company is claiming no responsibility what so ever. If they record all the phone calls as they say they do, they should have my conversation and see my concerns. Not until the worst possible event took place, was I informed of this error!Desired Settlement: I just want full coverage honored and my totaled vehicle paid off!

Business

Response:

Dear Ms. [redacted]:

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

Ms. [redacted] states that she requested full coverage and that she inquired if Elephant was sure that her policy was full coverage, on numerous occasions. Ms. [redacted] also states that Elephant sent information to her finance companies, stating that she had the coverage required by law. Further, the complaint states that Elephant did not provide documentation detailing the coverage limits on the policy. Ms. [redacted] states that she did receive a declarations page, which appeared to have full coverage. Lastly, Ms. [redacted] states that she would like Elepahnt to provide full coverage on her totaled vehicle, because it is a violation of [redacted] law to own a financed vehicle which carries liability only coverage.

Ms. [redacted] purchased her policy on 01/27/14, for an effective date of 01/28/2014. The policy amended on 02/13/14, 02/14/14, and 07/29/14. Each of these four transactions resulted in a Declarations Page being sent to Ms. [redacted]. The Declarations Page details covered vehicles, listed drivers, coverages provided by the policy, coverage limits, deductibles and premium by cover. I am attaching each of the declarations pages provided to Ms. [redacted]. For reference. Please not that the only coverages detailed on any of the delcarations pages are Bodily Injury Liability, Property Damage Liability, Uninsured/Underinsured Motorists - Bodily Injury, Uninsured/Underinsured Motorists - Property Damage and [redacted] Personal Injury Protection. No version of the declaratiions page shows comprehensive or collision coverage, or a corresponding premium.

Elephant spoke to Ms. [redacted] three times prior to her filing a claim on 08/21/14. I have personally reviewed each of the three calls, and Ms. [redacted] did not question whether her policy was "full coverage", nor was she advised that she did have "full coverage". Further, Elephant does not use the terminology "full coverage" in describing any policy because it is subjective. One person may think of a "full coverage" policy as provding liability and physical damage coverages while another may think of it as providing all available coverages.

Ms. [redacted] also states that Elephant communicated to her finance companies that she had the coverage required by law. Elephant uses a third part system to communicate coverage placement and termination with our insured's lienholders. Ms. [redacted] did enter her lienholder's information when she applied for coverage with Elephant. Is Ms. [redacted]'s lienholders subscribe to this service they would receive notification that coverage was secured for their collateral, however this notification does detail the coverages secured for the vehicle. Our file notes indicate that we were contacted for coverage verification on ms. [redacted]'s other insured vehicle, three times. I have reviewed each of these calls, and each time our agent advised that the policy only provided liability coverage. Our records do not indicate that the lienholder of the totaled [redacted] ever contacted Elephant.

At no time did anyone at Elephant state or imply that Ms. [redacted]'s policy provided comprehensive or collision coverage. We respectfully stand by our claim denial.

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.

Please advise them to listen to the FIRST call! I only spoke to them one more time after that. The FIRST conversation states, not only that I wanted full coverage, but that I wanted the coverage to match the current coverage I was switching from. I was assured that it did. Period. There is no excuse at all for misleading a consumer into believing that they have something that they do not. I am not sure if the company was aware of the [redacted] Insurance Laws, but I constently asked for FULL COVERAGE and for it to match the current policy. The person that responded is either falsifying her comments or did not listen to the call where my FIRST payment was accepted.

Regards,