Elephant Insurance Services

Review: They didn't inform me of the policy change and deducted a large sum of money from my account after we had a written agreement as to the amount they were to deduct. After seeing that this was done on Thanks Giving day and the trust between Elephant Insurance and myself was violated I canceled the 2 insurance accounts I had with them. [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the unauthorized funds returned to my account immediately and then I'll delete this complaint or mark it resolved. Otherwise I will continue my campaign against them to the extent of the news media and social websites.

Business

Response:

Revdex.com Case Number: [redacted]Dear Ms. [redacted]:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. [redacted].Mr. [redacted] purchased his policy with Elephant on 08/27/2014, for an effective date 08/28/2014. At the time ofapplication, Mr. [redacted] stated that he had not had a lapse in insurance coverage in the last three years. Elephantpreformed its customary underwriting review of the new business policy on 10/03/2014. Mr. [redacted] was advised at thetime of purchase that Elephant would review the information provided in his application for accuracy within the first 60days of the policy. Our underwriting review showed two lapses in coverage, of greater than 30 days, within the lastthree years.Elephant informed Mr. [redacted] of these findings in a letter dated 10/03/2014. This letter advised that we would endorsethe policy to reflect our findings, unless Mr. [redacted] could provide proof of continuous coverage. Mr. [redacted] did notcontact us and the policy was amended on 10/21/2014. A second letter was sent to Mr. [redacted] on 10/21/2014,informing him that the policy had been amended to reflect the lapses found during the underwriting process. Further,Mr. [redacted]’s 11/08/2014 invoice was for $355.55 and was due 11/28/2014. The 11/8/2014 invoice included the priormonthly payment and the down payment for the 10/21/2014 underwriting change.Mr. [redacted] contacted Elephant after the 11/28/2014 payment was drafted. Mr. [redacted] worked with us, on12/01/2014, to verify coverage for one of the lapses that we found during the underwriting period. We have invited Mr.[redacted] to help us verify that coverage was in place for the second lapse, of 08/28/2011 – 12/28/2014, but he hasignored our requests. The increased rate for Mr. [redacted]’s policy will not change unless he can provide proof ofcoverage for the period of time from 08/28/2014 through 12/28/2014. This is in accordance with Elephant’s approvedrating plan.The payment due on 11/28/2014 was $355.55. This amount was properly billed and the policy change that caused theincrease in premium was properly communicated to Mr. [redacted]. Because he charged back a portion of the 11/28/2014payment, Mr. [redacted]’s policy is currently in cancellation. If we do not receive a payment of $185.79 by 12/26/2014 thepolicy will cancel for nonpayment of premium. This amount reflects the charged back amount of $150.79, a $10 latepayment fee and a $25 nonsufficient funds fee.Elephant notes that Mr. [redacted] requested to cancel his policy during an 11/28/2014 call, but rescinded the cancellationrequest on a subsequent call. Should Mr. [redacted] wish to have Elephant call the company(s) that provided him coveragefrom 08/28/2011 to 12/28/2012, he only needs to call in and have an agent place a three way call to the carrier thatprovided coverage.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.

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