Elephant Insurance Services

Review: I completed a online quote for insurance on 11/08/14, immediately after I submitted the payment the website gave me a error message and prompted me to call customer service. After speaking with 3 different people and waiting more than 45 min on hold I finally spoke with someone that explained that due to scheduled website maintenance my quote was innacurate and told me I needed to pay more money to start my policy. I declined to accept the new quote and requested to cancel the coverage and have my money refunded. I paid $100.59 via debit card. I was told 7-10 days, which I was unhappy with, so I called back a few days later and was told they would put a rush on it and I would have my refund in 3-5 days but the supervisor I spoke with [redacted] assured me on their end the refund would be processed in 1-2 days. It has now been 11 days and I still have not recieved my refund. I have called in spoke with multiple people and several supervisors who continue to assure me I will receive my refund however I never even had service with these people and it has now been 11 days and still nothing. All I want is my money refunded.Desired Settlement: I would like my refund either electronic or check ASAP

Business

Response:

Dear [redacted]Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] purchased her policy online on 11/08/2014, for an effective date of 11/09/2014. I do not seerecord of web maintenance or an error message on the policy. Our policy notes show that [redacted]called on 11/08/2014 to verify her payment and coverage. A service agent advised [redacted] that herpolicy covered liability only. Our notes also indicate that [redacted] requested that the policy becancelled after receiving a quote to add comprehensive and collision coverage. The cancellation wasprocessed the same day.On 11/08/2014 we advised [redacted] that her refund would take 7 to 10 days. [redacted] called againon 11/13 and 11/14, to inquire as to the status of her refund. On 11/14 a service agent tried to rush therefund, but was unable to do so due to system maintenance. Our records show that the refund wasissued to [redacted]’s credit card on 11/20/2014.We strive to provide every policyholder with a positive customer service experience. If we can be of anyfurther assistance, please feel free to call us at [redacted] Sincerely,[redacted]

Review: Today, July 24, 2015 I called Elephant Insurance for the second time to tell them I want my money refunded back to my account in the amount of $50.00. And told the representative "[redacted]" that Elephant is not to have any of my money taken from my account, at any time. I also, spoke to "[redacted]" who I told that I cancelled the policy back when I spoke to "[redacted]", (6/8/15), who was very rude to me as a new customer, and she refused to allow me to change the billing date on my account without a fee; because I was initially told I would not have to pay to have my billing date changed. [redacted], told me that a check could be mailed to me and it would take 20 days to receive it. I am very dissatisfied about the service I received from Elephant Insurance and how they are "slamming" me as a customer, I am sure others too. And how they do not care about not refunding my money to me immediately. They took charged my account immediately, then I want my money returned or refunded to me immediately. I should not have to wait to get my money back. They took my money immediately, and I want it back immediately. I will never refer or recommend any one to Elephant Insurance ever! They are by far the worst company I have experienced.Desired Settlement: To have my money refunded back to me immediately. I should not have to wait for 20 days to receive my money that never should have been taken from my account in the first place. And to be treated with respect and to be valued as a customer and receive quality service.

Business

Response:

August 11, 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). Elephant does not charge a fee to change the due date on a policy. Our policy notes reflect that we advised our FPH that she would need to make an equity payment if she wanted to change the due date. This is not a fee; it is premium to keep the policy in force until the selected due date. Our service agents tried to explain this as a price per day for coverage. Our policy is to process refunds to the original payment method. Our agent did advise that a refund via check could take up to 20 days to arrive via USPS. Our policy notes reflect that this FPH was going to call back on 7/23/15, to advise if she wanted her refund processed to her card or via check. When the FPH did not call back, the agent requested the refund via our normal process. Our billing system shows that the refund cleared on 7/28/15. 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 [redacted]). 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.

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

Regards,

Per our conversation today, I am letting you know that I am still very

Review: A few days ago the insured person of this insurance hit my car . and then he and his insurance company make build up story which have no sense and deny to pay me for my repair . the lady who is taking me on the phone she forced me that I accept her story . and not listing what I I am saying to him ridiculous costumer service who do not want to listen you what you are saying and try to force accept what they are saying . I am surprised what kind of company is it and what kind of people dealing with them who don't know how to respect others . at least they need to use a common sense about their words what they are saying .Desired Settlement: pay me for car damage who did by their insured person . and be fair the with statements . do not build fake stories

Business

Response:

February 5th, 2016 Emilee [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. [redacted]. I have searched through our databases with the information provided by Ms. [redacted] provided; however cannot find a claim or policy with Elephant. If she can provide a claim or policy number to reference, I will be happy to look into the matter for her. 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

Business

Response:

February 22nd, 2016 Emilee [redacted] Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. [redacted]: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns Ms. [redacted]. I have reviewed the claim file for Ms. [redacted], please see below. On January 27th, Ms. [redacted] was involved in an accident with our insured. Our insured was making a left hand turn yielding to oncoming traffic as he had a green light but no arrow. The light turned yellow and since the road was clear our insured proceeded into the intersection. As he completed his turn, Ms. [redacted] rear-ended his vehicle. There was a witness who corroborated our insured’s version of events and indicated that she ran a red light as she stated she was in a hurry to pick up her children. The witness further indicated that Ms. [redacted] was originally behind our insured but then backed up and went around him to get through the intersection; this is when she made impact with our insured’s vehicle. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, Toni [redacted] Product Compliance Specialist Elephant Insurance Services

Consumer

Response:

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

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

Regards,

There was no witness he hit my car and accept it that time . he change the statement later . I try to avoid the accident to slow down . but he hit my car . and he accept that he did not see me . later I call the police . no witness come over there . because he hit me and run that why I go after him . who is witness explain me I did not see any person who was witness there so one more lie. even your company did not tell me or ask me that who is there that time . I can bring this kind of witness too . so disappointed with your daily statements . if arrow was green and there is speed limit 40 so I was on right on my way .if I was on red . so why I call the police . your all fake statements have no logic sorry sir . my issue is this person hit my car so have to pay for damage . I did not block him . I try to avoid him even I was on green if I do not slow down he can hit me on drive side or may be my car roll over . .as he told me later I did not see you .

Review: I filed a claim and after my vehicle was repaired in the body shop I was told that there was a problem with my transmission that they couldn't repair. I contacted my adjuster several times by phone and email. After a week with no response I contacted the supervisor. The supervisor told me to get a supplement and once they received it they would extend my rental and get the repairs done. The supplement was done and now my adjuster states they're not extending my rental. I emailed the supervisor. After my adjuster states she's not extending my rental she contacted me later that day saying they will pay it thru March 29, 2016 and send me a check for the extra day. I contacted the rental agency to confirm that the rental was covered thru the date stated and it hasn't been taken care of. I contacted the adjuster and supervisor with no reply or response.Desired Settlement: I want Elephant Insurance to pay for my entire rental. My car will be ready April 1, 2016. I have this included in my policy. If the adjuster had contacted me in a timely fashion my vehicle would have been finished sooner and I wouldn't have gone past my policy limits. Due to her lack of attention to my claim it has gone over the policy limit and I shouldn't be left to pay the bill since the delay wss her doing.

Business

Response:

April 11th, 2016

Emilee Stevens

Revdex.com Serving Central Virginia, Inc.

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Revdex.com Case Number: [redacted]

Dear Ms. [redacted]:

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

concerns of Mrs. [redacted].

I have reviewed the claim file for our former policyholder.

On February 29th when Mrs. [redacted] called

Elephant to give her recorded statement, there was a lengthy discussion

regarding rental car coverage and how it works. She was advised that in the

event her car was deemed drivable, then she would not be afforded a rental

vehicle until her car was actually in the shop to be repaired. If it wasn’t

deemed drivable then a rental car would be provided until her car was either repaired

or found a total loss up to the limits of her contract. Elephant also advised

Mrs. [redacted] at this time that should the repair facility she chose delay

repairs without reason, i.e. a leisurely work schedule then the rental car

would not be extended as the shop was not in

the direct repair network Elephant uses guaranteeing the work and timely

repairs; she understood. Even though Mrs.

[redacted]’s body shop of choice did delay the process by six days by not sending

Elephant a proper tax form, we not only afforded rental coverage exhausting her

rental limits on the policy (30 days) but we also reimbursed Mrs. [redacted] for

an additional day of coverage. Our claims adjuster was in constant contact with

Mrs. [redacted] and her body shop expediting the claim; there was no delay on our

part.

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: Elephant has not paid out my claim and I am still waiting on my check for $864 like they promised. Customer service agents are rude and they hang up on me. called an agent today 3/23/2015 at 7:20pm and he hung up on me and was very rude and placed me on hold because he could not handle how upset I was then hung up. My claims adjuster [redacted] was never at his office and never ever ever returned any of my phone calls regarding my claim. I had to call him. And when he needed an answer about a question he would email me, but I dont check my email often so a simple claim processing took over 3 months to handle. He is very rude and made me feel insignificant and put all the blame on me as to why my car was sitting at the shop piling storage fees when I initially told them that the car needs to be moved. Then he stated I would have to pay for those fees..He is the rudest person I have ever met and there are other people out the who needs a job that can provide an actual "customer service."Desired Settlement: Requesting to be fully refunded my portion of the loss of $864 not the $765.54 and my $1000 deductible.

Business

Response:

April 7, 2015 Emilee Nystrom 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 Ms. [redacted]’s 1/13/15 loss. This claim is currently open and we are in the process of settling bodily injury and property damage claims for an injured third party. Elephant issued payment for Ms. [redacted]’s totaled vehicle on 3/12/15, less than a month after the loss occurred. Please note that Elephant extended our settlement offer on 1/29/15 and that this offer was not revised prior to Ms. [redacted] accepting. Ms. [redacted] was assessed storage fees, because she delayed our settlement while pursuing damages against the injured claimant’s carrier. Our file does not show evidence of delays or unreturned calls on Elephant’s part. I also see no damages in the amount of, or offer to pay, $864. Further, the file does not reflect Ms. [redacted] requesting reimbursement of her deductible. I am unable to determine the basis for Ms. [redacted]’s demand for $864. Ms. [redacted] is not entitled to reimbursement of her deductible, as she is 100% at fault for this loss, in which she struck another vehicle in the rear. 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

Review: I started this policy online and was required to have payments taken from a debit or credit card. I continuously requested to remove the card on file as I no longer held financial responsibility for the card in use. I was told I could not without putting another card on file which I did not have at the time. I was charged a late fee and nsf by elephant every month because I could not have the payment withdrawn any longer. I was on with that. Unfortunately the higher premium and few payment options led me to no longer insure my autos with them. I was unaware of a balance due as I received no invoice or notification. However on 6/13 the card that I continuously asked to remove was charged $89 for a left over balance. I immediately called elephant to request the money be refunded as it wasn't withdrawn from an account I own. I offered to make a replacement payment with my savings account but was informed I could not have the card payment refunded until the other payment clears. I highly disagree with that and request the card be refunded.

Business

Response:

June 23, 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). I have reviewed the policy and billing history for our FPH. Elephant requires all policies that are not paid annually or bi-annually to be enrolled in auto pay. This is detailed in the Payment FAQ document that is provided with the policy, at the time of issuance. Further, this document states that past-due balances may be collected from the on file payment method upon cancellation for non-payment of premium. The FPH received an invoice on 5/18/15 and a notice of cancellation for non-payment of premium on 5/21/15. Both of these documents detailed the balance due on the account. The FPH also received an email on 6/8/15, which reminded her of the pending cancellation and outstanding balance. Elephant was not advised that the card on file was not the FPH’s until 6/13/15, after the overdue balance was drafted. Elephant would like to note that the 4 payments that were made on the account all used the same card. Because the overdue amount was collected in accordance with our documented procedure, Elephant offered to refund the card on file upon receipt of payment via another method. To date we have not received a replacement payment or follow up communication from the FPH. 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

Review: This policy was purchased on 02/12/2015. In may of 2015 a new policy from another company was purchased for this car as the elephant coverage was not full coverage. This was not known until the policy was purchased that only liability was on the vehicle that is why another insurance was purchased. I have contacted this company by mail and email numerous times since may 2015 to have the payments stopped as I have new insurance but I am just a driver on the policy not the policy holder. They have been continuing to take out the monthly payments even after I told them I do not want them debiting my account anymore I do no care if they send the policy holder a bill but as the bank account holder I am asking that payments stop. The policy holder is a truck driver and works durning the hours they are open. I just want them to stop taking my money I want a refund and it is ridiculous to me that they will not stop taking out payments when I am the account holder. I have called them and they say without the policy holder calling nothing can be done which is wrong since they are not debiting the policy holders account.Desired Settlement: Policy cancellation since the car is already covered and refund of my money

Business

Response:

December 23, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. *: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this consumer. Unfortunately the policy referenced by this consumer is in the name of another individual. The consumer is listed on the policy but not authorized by our policyholder to make changes to the policy. Per our policy contract, cancellation must be requested by the named insured. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK (1-877-218-865). Sincerely, CP Elephant Insurance Services

Review: My daughter called them on 10/27/2015 to get insurance for ONE month. They withdrew from my credit card $122.50. She just needed one week of insurance because at that point she had no car. I went out of town and left her mine. I noticed they withdrew on 11/28/2015 out of my credit card $119.96, and did it again on 12/28/2015 for $119.96. I asked my daughter to call them to find out why were they doing it, they argued that she had to have insurance and that's is why they were taking the money out of my bank. They agreed to refund only $145.04.Desired Settlement: I think if we want insurance or not is our decision no theirs. I thought if I didn't authorized them to withdraw every month they just can't do it, The deal was specifically ONE MONTH of car insurance.

Business

Response:

January 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 Ms. [redacted]. I have reviewed the policy for our prior policyholder. Our Customer Service department has reached out to Ms. [redacted] to resolve the situation. Currently we are awaiting a return phone call to review her options so we can properly process her request and ensure she will not be in a lapse of 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

I HAD BOUGHT AUTO INSURANCE FROM THEM. THEY GIVING ME RUN AROUND FOR OVER MONTH. MY MERCEDES HAD ACCIDENT CREATED BY MY FOR OVERSPREADING ROOF. FIRST, THEY DON'T HAVE ANY FIELD ADJUSTER LIKE [redacted], ECT. IT WOULD COST 10-11K TO REPAINT CAR AND BY THEY ESTIMATED 4K. EVEN AFTER MONTH AND HALF STILL DID NOT RECEIVE PENNY FROM THIS CARRIER. BY LAW THEY REQUIRES TO PAY CLAIM WITHIN 5 DAYS AFTER APPROVING CLAIM. THEY WANT SUBSTRATE PAYMENT FROM MY EMPLOYER...BECAUSE THIS HAPPEN WHEN I WAS PAINTING COMPANY ROOF. BUT THEY CANT BECAUSE I HAD CONTRACT TO PAINT IT, I WAS NOT WORKING FOR COMPANY. THEY WANT GET AHEAD OF THEM SELF, FIRST THEY MAKE PAYMENT THEN THEY CAN COLLECT FROM 3RD PARTY IF THEY WANT TO SUBROGATE.

Review: This complaint is in regards to Claim Number [redacted] with Elephant Insurance. Essentially, a customer of Elephant Insurance hit my car in September 2014. Elephant Insurance took four months to locate the customer in order to begin the claim process. In the interim, I was forced to drive a damaged car for four months without resolution. I have spoke with and left messages for the claims department personnel and claims department supervisor. In some cases, my calls were not returned. Actually, the claims department was asking me for contact information for their customer. Very unprofessional to say the least. I received a call from the claims personnel to proceed with repairs of my vehicle and a check would be sent to cover the charges. The following day, I received a call from the claims supervisor stating, "the claims personnel made a mistake and they would not be remitting payment and suggested I file a claim with my insurance company". Needless to say, my patience and understanding with Elephant Insurance is finished. The lack of professional acumen displayed by Elephant Insurance Company is not acceptable.Desired Settlement: My desired outcome of payment for the damages AND payment for my daughters' medical bills due to the accident. Please note, she was driving my vehicle when the accident took place.

Business

Response:

February 4, 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 [redacted] made first notification of loss on 09/24/2014, for a 09/23/2014 incident involving one of our insureds. Despite numerous attempts for contact with our insured, Elephant did not speak with her until 12/09/2014. Our policy contract dictates that we may not accept liability for a loss until we speak to our policyholder. Both the previously known facts of loss and the statement given to us by our insured on 12/10/2014 made coverage unclear. Elephant attempted to investigate the circumstances until 01/22/2015, when senior management made the decision to extend coverage due to the length of the investigation. We did not receive cooperation from our insured or the driver of our insured vehicle. Elephant’s claim notes indicate that a premature coverage decision was communicated to [redacted] in early January. This is unfortunate. Elephant did advise [redacted] that she could file a claim with her insurance carrier, pending our investigation. This is standard industry practice when a claimant wants or needs repairs sooner than a carrier is able to conclude their investigation. We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted]

Review: On march 22,2015 I got into a automobile accident with my [redacted]. I called my elephant insurance company to make a claim on the car spoke to a Mrs. [redacted] she process the claim then proceeds to tell me I have only liability only ,I explained to her that was false information and I can prove because I have a recording of a employee by the name of [redacted] saying I had full blown coverage. She told me she was going to investigate get back to me,well never heard anything so I called spoke to some girl name chissy,christen something like that(this was the third time me calling and prior to hear another girl heard the recording ) and she told me it didn't matter if I had recording because anyone could make one up. I proceeded to tell her that the call was off a state agency phone and as well that would be true if you did not hear the company name on the call however I told her that was not the case with me because not only do you hear the automated system on the recording but the girl also states the company and I was going to take legal action.So after that phone call some manager(don't remember her name) calls me and tell me to calla mrs [redacted] the next day spoke to hear she and mrs [redacted] hear the tape then she calls me back after investgating the recordin they just told me she needed a copy of it so I sent it to her via email said it would be about a wekk before I hear something that was on 04.15.15 I have not heard anything since then and to make matter worst the towing company where my car has been sitting for a month and 2 weeks has now got rid of my car because its no longer in the towing lot. So I am hear to file a formal complaint as I told elephant I would because the are poorly runned,unprofessional,and basically owe me a car.I am also taking legal action for failure to due process and flase accusations. I eith want money for the vauly or the car or they find my car and fix it.Desired Settlement: I demand compensation wether its a check for the vaule of my car or where-ver my car is they fix it and as well compensation for pain and suffering due this causing a huge amount of stress on me to the point where its starting to affect my health

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]. Ms. [redacted] purchased her policy online on 3/12/15, for an effective date of 3/13/15. Elephant provided policy documents, detailing the coverages provided and their corresponding premiums, at the time of sale. The policy notes reflect that Ms. [redacted] emailed Elephant, also on 3/12/15, for a quote to add a second vehicle to the policy. Customer Service responded to the email, asking Ms. [redacted] to call in for a quote. Ms. [redacted] did not call and the vehicle was not added. The first time that Ms. [redacted] called Elephant was on 3/24/15, after the 3/22/15 accident. Our policy notes reflect that agents explained that the policy did not provide comprehensive or collision coverages on the following dates: 3/24/15, 3/26/15, 4/1/15, 4/15/15 and 5/6/15. Ms. [redacted] has provided a recorded phone call to us. Ms. [redacted] stated that this call is between her and one of Elephant’s agents. Elephant’s management team reviewed this call with our special investigation unit and determined, for numerous reasons, that the person speaking to Ms. [redacted] on the call is not our agent. 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 below.I'm not satisfied with this offer because one THERES NO OFFER!!! yes they did contact me a month after the accident all I got was there still investgating (even when I called repeatedly before they contact me and thats all they would give me .It shouldnt take a WHOLE MONTH to settle a claim and more or less investigate a call and now that they are getting sued by myself,the guy who hit me and capitol one that's when they all of the sudden want to work on my case. And the extensive investigating team SUCKS!!!!! The recording is from one of THEIR EMPLOYEES confirming I have had full coverage. And the fact they are basically stating I made the recording up is totally false and im pressing charges for false accusations .And I gurantee you that the recording I have will hold up in court. So I reject this offer because it totally bogus and frivolous.

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

Regards,

Review: A agent for elephant insurance gave me insurance for the state of Virginia using my work address. When the dealer went to get tags for my car we found the problem. So I call elephant and explain the problem they said they don't insure DC drivers. So I told them to cancel the policy and return my money back to my account they said that their system is updating. I have call them every day for the last three days and it is the same answer. I have never had this problem with any other auto insurance company.Desired Settlement: I just want the policy cancel and what ever refund I am suppose to get back in my bank account

Business

Response:

Dear [redacted]:

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

[redacted] began a quote with Elephant online on July 7,2014 at 11:58AM. In quoting online, [redacted] would have had to select the state for coverage. As we do not currently offer coverage in DC, [redacted] would have had to select that he wished to purchase a VA policy. Additionally, [redacted] would have been the one to provide his work address as a garaging address for his vehicle. on July 16,2014 around 1:28PM, [redacted] called to purchase the policy because he was at a dealership purchasing a vehicle. [redacted] reviewed the quote with a licensed agent and once again confirmed the Virginia address as his home /garaging address. He also stated to the sales agent in regards to his DC license that he would be getting a VA license within 30 days.

On August 11,2014, [redacted] then called at 11:37AM and stated that he lived in DC and that we had his mailing address wrong, the address [redacted] himself had provided as his address. He was advised to find replacement coverage before calling to cancel. He was advised at that time that a refund would require a 7-10 business day processing time. [redacted] called back that afternoon at 12:27PM and stated he had a replacement policy and requested a refund. The agent again advised that she was cancelling the next payment draft and requesting the refund, which would require 7-10 business days to process back to his card on file.

He called back later that same afternoon at 1:59PM to ensure the policy was cancelled. He was advised that the system was updating, but the policy would be cancelled effective August 11. He was advised that as soon as the policy cancelled and the refund generated, someone would call him back to confirm. Customer was upset that refund wasn't immediate and stated it was "difficult." He called again at 2:20PM and spoke with an agent who gave him the same information.

The customer called again on August 12 at 8:08AM and again was told the policy was cancelling, the next payment would not draft, and that he would receive a return call when the system finished processing the request. He called again at 8:36AM and 10:12AM and was advised the same information by other agents.

The customer called again on August t3,2ot4 at 8:16AM and threatened he was seeking legal advice if he didn't get a refund. Agent advised that the system was processing the cancellation. He was again assured the policy was cancelling and he would receive a call back.

That same day of August 13 at 3:45, the system finalized the cancellation process and an automatic cancellation email was generated and sent to the customer. Additionally, on August 14,2014 at 2:38PM, an agent returned a call to the customer advising the cancellation has processed and a refund would be sent electronically to the card on file and could take up to 3-4 weeks depending on his bank. The refund of $191.82 was electronically processed and sent to the

customer's bank on August 17,2014, less than one week after the customer's request for a refund.

The customer was clearly advised at all steps of the cancellation process the timeline expectations. We utilize the most efficient manner of providing refunds by refunding to the card used to secure the policy, but some processing time is required.

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

Sincerely,

[redacted] Product Compliance Specialist, Complaints Coordinator

It was a huge mistake to get Elephant Auto Insurance. I initially got Elephant insurance because, being a poor college student, it seemed to offer the cheapest rate. After almost two years of being insured by this company, I bought a new car. After calling to add the car to my policy, I was informed that they expected me to pay an entire YEAR’S bill for ONE MONTH of insurance just because I added the car towards the end of my policy. They tried to charge me almost 900 hundred dollars for one month of insurance, and when I refused, they said that there was nothing they could do about the charges. I then proceeded to cancel and sign with another auto insurance company who actually provided me with a cheaper rate anyway. While canceling with Elephant, I was informed that I still owed them 112 dollars for some made-up fees. I said I wanted an itemized bill explaining the charges before I paid them and was assured that no money would be taken from my account any longer. A month later, I received a notification from my bank stating that Elephant automatically drafted the 112 dollars right out of my bank account WITHOUT my permission! I spent hours on the phone with them disputing this, and they even confirmed after reviewing the tapes of my previous conversations with them that the representative had said no money would be drafted. They still refused to refund me my money saying they have every right to my bank account!! They’re lying, stealing, cheating people that have no knowledge of customer service or how to conduct a proper business. NEVER get Elephant Auto Insurance.

The rudest customer service and accounting practices I have ever experienced in my life. My rate INCREASED without notification by roughly 60% from the initial quote and down payment I made. Was told that my account was past due because my payment on THEIR end was not received however, my [redacted] account shows otherwise. I will never recommend, refer or even suggest that anyone uses them for insurance needs EVER. If I am going to pay the rates they want I will use a more nationally name brand company. I have requested that my insurance policy with them be cancelled immediately and I will spend my money elsewhere. Their customer service members AND managers are the ABSOLUTE WORST that I have EVER received in history. Especially the customer service manager Tameka G[redacted] who is a LIAR. The RUDEST MANAGER, who needs to go back to non management customer service training before she is ever allowed to speak to another live customer/policy holder. Her best bet is to do a non customer contact position. Buyer beware sneaky practices with your money. Spend it elsewhere with a insurance company that exceeds 4 states.

I'm a senior citizen and this has to be the worst company I've ever had dealings with! Was attacked with racist comments, called a liar , hung up on....avoid them at all cost!!!

Review: I have a policy with this company and was given a decent rate when I started my policy. I paid the price they wanted at the time the policy was written and told the company that I needed my policy to be due at the third of the month due to the fact that I am on disability and this is when I get paid. Then out of nowhere I get a letter demanding I give them $147 by the 23rd of the month which they knew was BEFORE I get my money after they had increased my rate by forcing me to accept additional $60 coverage that I opted out of. They changed my due date so they can lapse my policy and demand even MORE money. The representative I talked to when asking the company for help was very rude, refused to give me an extension to when I will have the money and made excuses to make the company's corrupt actions seem like my fault!Desired Settlement: I want this company to acknowledge the illegally raised my rate, correct my due date that they illegally changed, reinstate my illegally cancelled policy with NO lapse if they deliberately wait to respond until they have cancelled to get the extra money, discipline or terminate the unhelpful and rude representative and apologize to me for the disgusting behavior that the company has displayed.

Business

Response:

Dear Ms.[redacted]:

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

In her complaint, Ms. [redacted] states that Elephant has increased her rate and changed her due date. Ms. [redacted] states that she was forced to accept coverage, which costs $60 and that she had previously opted out of, and that Elephant has changed her due date so that we can lapse her policy.

Ms. [redacted] purchased her first policy for a term of 07/05/2013 through 07/05/2014. The policy was issued with bodily injury and property damage liability, uninsured/underinsured motorists and Guest Personal Injury Protection. Ms. [redacted] added Roadside Assistance Coverage on 08/19/2013. During her first policy term, Ms. [redacted] added and subsequently removed a vehicle. This policy term was in cancellation status at the time it expired, due to nonpayment of premium.

On May 11, 2014 Ms. [redacted]’s renewal offer was sent, along with an invoice. We did not receive payment by the 07/05/2014 due date and the renewal was flat cancelled. Ms. [redacted] contacted Elephant on 07/26/2014, to make payment and have her policy rewritten. Ms. [redacted]’s policy was rewritten with coverages identical to her expiring policy. I am attaching the declarations pages for the two policy terms, so that you may see that the coverage provided is identical.

Ms. [redacted] also states that Elephant changed her due date, from the third of the month, and send her a demand for $127 by the 23rd of the month. Since her policy incepted, Ms. [redacted] has been invoiced on the 16th of every month. When the policy was in good standing, the invoices showed a due date of third of the following month. When the policy was in arrears, the due date on the invoices showed as immediately. The demand for $127 by 09/23/2014 was a notice of cancellation, for nonpayment of the prior months invoice.

Our systems show that Ms. [redacted] made the required payment on 09/23/2014. The policy had already cancelled, however Elephant reinstated coverage with no lapse. We respectfully submit that we did not change coverages or due date. We regret that Ms. [redacted] had an unpleasant customer service experience and apologize that we could not explain the billing to her satisfaction.

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

Sincerely,

Consumer

Response:

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

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

Regards,

Review: Elephant Auto Insurance inappropriately handled my account. In October of 2013 I made a full year payment that covered me from 10/23/2013 to 10/23/2014. I made an additional payment on 10/17 to cover me from 10/23/2014-11/23/1014. My account was cancelled on 11/18/2014. I received past due payment notices starting in September and called the company to complain. I was told that they always get a payment upfront however my account is not actually past due and the information would be updated. No information was updated and my policy was cancelled. I have made all of my payments on time and I cannot believe that they would cancel my account without having someone call and explain to me why. There is absolutely no reason that anyone's account should be cancelled in this manner. I believe this was done to avoid any possible incidence that would lead them to have to provide coverage. I am a hard working tax payer and I thought I was helping by paying my full 12 month policy up front. This is an outrage and people should know not to do business with this type of company who provided no alternative outside of me paying more money when this complaint was raised.

Product_Or_Service: Auto Insurance

Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the difference in my last payment refunded to me. My policy was cancelled on 11/18 and I paid through 11/23.

Business

Response:

Dear [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted]. In her complaint, [redacted] states that she made all of her payments on time and her policy was wrongfully terminated. Further, [redacted] states that she was advised that her payment was not actually past due. Finally, [redacted] states thatshe cannot believe that her policy was cancelled without Elephant calling to explain why. [redacted] did pay her 10/23/2013 through 10/23/2014 policy in full, on 11/22/2013. [redacted]’ policy was renewed on08/29/2014, which generated renewal premium. The first invoice for the renewal policy’s premium was sent on09/03/2014. Subsequent invoices, also for the renewal policy, were issued on 10/03/2014 and 11/03/2014. Additionally, [redacted] changed her address, effective 10/01/2014. This change generated additional premium due,which was included in the invoices for her renewal policy. [redacted] did not pay the first or second invoice and was issued a notice of cancellation for nonpayment of premium on11/06/2014. This notice detailed that there was a payment of $193.11 due by 11/18/2014, and that the policy would becancelled if we did not receive payment in full. [redacted] paid a portion of the past due amount on 10/17/2014 and thepolicy was cancelled effective 10/18/2014. The 10/17/2014 payment of $156.63 was earned premium for the 10/01/2014 endorsement and coverage provided for10/23/14 through 11/18/2014. [redacted]’ account is presently $32.45 past due.We strive to provide every policyholder with a positive customer service experience. If we can be of any furtherassistance, please feel free to call us at [redacted]. Sincerely[redacted]

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.The response from the business in no way accurately explains the legitimacy of cancelling my policy. Let me start by listing all of the inaccuracies of [redacted] Parks' statement in the bullets below:[redacted] incorrectly stated that my policy was paid in full on 11/22/13 for 10/22/13 through 10/23/14. That is blatantly incorrect seeing as how you can't back date insurance coverage. The policy was paid in full on 10/22/13. [redacted] clearly states that I paid my insurance policy in full from 10/23/13 through 10/23/14; then right after states that a renewal premium was due in August. This makes no sense to me. Why am I being charged an additional premium on top of what has already been paid??????? This needs to be explained to me![redacted] states that my policy was cancelled on 10/18/14 when in fact it was 11/18/14. The above discrepancies exemplify that Elephant auto insurance inaccurately reports simple account information and disproves their overall credibility. I would simply like to know how a customer can have an insurance policy for 13 months and honorably pay for those 13 months but still have their insurance policy cancelled?? Furthermore to state that I owe money is beyond a fallacy. I am in no way shape or form obligated to pay additional money for services that have not been rendered or this case coverage that has not been provided. It is very simple I paid for 13 months of coverage and received coverage for 12 months and 25 days. The representative from Elephant auto insurance whom I spoke with in September 2014 should have requested whether or not I was updating my garaged address or mailing address. I changed my mailing address only, therefore no premium changes should have been made to my account.I want what is owed to me and absolutely in no way am I in debt to Elephant auto insurance for coverage that was not provided to me!

Regards,

Review: Charged as collision claim, when police report states uninsured motorist claim.

Value of the auto changed (decreased).

No gap coverage or lean lease coverage after policy and payments were made.Desired Settlement: 2250 deductible refunded and gap cover of auto.

Business

Response:

October 13, 2015 Revdex.com Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300 Richmond, VA 23236 Revdex.com Case Number: [redacted] Dear Ms. S: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH). I have reviewed the policy notes and claims filed by our FPH. The FPH had a loss in August, for which we have a police report on file saying that the vehicle was struck while unoccupied. Elephant assessed the vehicle and investigated the loss. The damages sustained by the vehicle are not consistent with it having been struck while unattended. The officer who wrote the report was not present when the vehicle was struck; he completed the details based on the FPH’s statements. The FPH had a loss with us in December of last year. We issued payment for damage to the insured vehicle as a result of that loss. The damage was not repaired prior to this loss; we are unable to pay for the same damage a second time. Our FPH purchased loan/lease payoff coverage in June of 2014. The vehicle was refinanced in March of 2015 for an amount in excess of that due on the original loan, had those payments been made in accordance with the terms of its agreement. The difference between the payoff amount that should have been due on the original loan and the actual cash value of the vehicle at the time of loss is less that the total of the collision deductible and the damage from the December loss. No payment is due under this 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 [redacted] 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.

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

Regards,

This message is regarding reply to complaint,

Be aware this insurance company charge $30 for late payment. Customer service [redacted] and your waiting time will be more than 45 minutes.

Review: I obtained auto insurance through this company on 7/20/2013. I spoke with a representative and provided all of my information including my profession. On the 7/20/13 I paid for two months insurance at or around the price of $413.00. I recived my insurance cards via email notification. I contacted the company to see if I could obtain an extension for payment. I was then informed that there was a major change in my policy and to call back to speak to the underwriting department. I then called back and was not given any reason for the change. They then demanded that I pay them $287.52 for the month of october and then another $218.75 a month until my policy is over. My original payment was $197.50. They told me it was because I had not signed a paper that they said they sent me via certified mail stating my occupation. They lied and then told me that it wasnt a certified document and that they are authorized to make changes to my account without my permission. I never recieved anything by mail; only by email and that was stating that they had taken the money via automatic from my bank. They told me that it was my fault that I didnt recieve it, that I could be lying to them and that they arent going to change it back to the way it was. I asked to speak to the supervisor and they stated that she wouldnt be in until friday. I am no longer with this company but they are still making me pay the $287.52.They were ignorant, rude, and condescending.Desired Settlement: I want a refund of the $197.50 as that is half of the $413 I paid which covered first and last month of the policy and I didnt make it to the last month. I also want a refund for the $287.52 or a confirmation that I dont have to pay it anymore.

Business

Response:

Elephant Insurance Company

September 30, 2013

Revdex.com Serving Central Virginia, Inc.

Richmond, VA 23236

Revdex.com Case Number:[redacted])

Dear [redacted]:

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

[redacted] bound through an agent on July 19 a personal automobile insurance policy effective July 20 at 12:01 a.m. [redacted] was immediately sent a 58 page policy packet by email due to her selection of the paperless and e-signature discount, including her ID Cards on page 2 and the PIP Notice and Waiver on pages 3-4, followed by her declaration page and other important policy documents. Additionally, a [redacted] packet was generated and emailed to [redacted] at [redacted] and time stamped July 22, 2013 at 10:09 a.m. This package included the required PIP Notice and Waiver required by law to be signed and returned and requested her electronic signature. The [redacted] package voided after 15 days of not being opened signed and returned.

An adverse underwriting notice was mailed on July 22 to the address on file by [redacted] certificate of mailing, proof of which is on file in our office. This notice was generated and sent because the occupation reported in July varied from what was reported during a previous quote with our company in May, and clarification was needed. [redacted] did not respond as directed, and the policy was amended on August 7.

[redacted] did not return the forms required by Maryland law to waive Full PIP resulting in a second amendment on August 28. This could have been prevented by providing an electronic signature on the [redacted] packet provided, or by printing, signing, and mailing a paper copy from her policy packet email.

[redacted] spoke with Underwriting on September 16 after being advised by customer service her premium had increased. [redacted] confirmed the address on file to be correct and then confirmed her employment status as a Certified Nursing Assistant. [redacted] stated that she had not received the letter. [redacted] was advised correctly of the underwriting process and that her policy was amended due to a lack of response to the AUW. She was also advised correctly of what her current and future payments would be after the policy was amended again for occupation.

[redacted] did not want to speak to anyone regarding the PIP amendment or returning her forms so the premium could be adjusted back to her original price. [redacted] then asked to be connected back to “Billing” to discuss cancellation of her policy. The call has been reviewed and the underwriter was not rude or confrontational during the conversation. The policy was cancelled by [redacted] effective September 17 at 12:01 a.m.

[redacted] made 2 payments: 7/19/13: $388.91; 8/20/13: $197.50. [redacted] was refunded her unearned premium totaling [redacted] on 9/17/13 back to card ending in [redacted]. The 287.52 invoiced on 8/31/13 due 9/20/13 is no longer required or due since the policy was cancelled on 9/7/13. The policy has no outstanding payments due.

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[redacted]).

Sincerely,

Elephant Insurance Services, LLC