Elephant Insurance Services

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