Elephant Insurance Services

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

Revdex.com: 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 At the time that I had applied for coverage I had been homeless and my license and registration was to my parents addressI have been in and out of shelters and later was able to get a car in which I was sleeping in in the ***My previous insurance carrier was filed on the same address and when I had changed insurance carriers I had informed them that I was homeless and had no physical address to put on file due to my situationThe representative assured me that it wouldn't have been a problem to use the P.o Box at United States postal service address and if I had the money they would process the paymentI had been in a few accidents and allowed elephant insurance to send information to the [redacted] address which I was getting on good standing with my family in which they had allowed me to receive mail there but I was not living thereAt the time when I was in the accidents I did not have PIP coverage and there was no problem or any suspicion to my garaging address but when I had put PIP Coverage on my premium and was hit from behind and attempted to used my coverage they assumed the responsibility to pay for the medical treatment which allowed me to be seen by the doctors and then after the mere fact that I was using my pip coverage I was denied and canceledPointing out that I had been on previous accidents and these suspicions did not occur for 8-months until I had added pip coverage to my insurance and needed to use it this company is using their power to deny and resolve my claimI want this company to pay for the medical bills that they told the medical providers that they were going to pay for Regards, [redacted]

Revdex.com: 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 happy they should have told me it was a third party and they did not I'm asking for a complete refund of my money I paid for my insurance and I want the adjuster fired for her rude comments I don't deserve to be treated like I'm trash cause I don't drive the best vehicle around I never was informed it was a 3rd party it was very unprofessional what he did opening my doors what's the doors got to do with break line and him sleeping in his car for at least min also texting on the phone when he supposed to be doing his job I'm asking for a complete refund and elephant to be fined for not going by contract to me that breach of contractAlso I have not completed the work yet on truck had to wait for parts they cut my rental short I haven't even used my rental agreement up I told the adjuster I was not finished she act like she did not care I'm having to pay out of my own pocket which is not right when I haven't even used my rental benefits up yet I'm asking them to keep paying my rental till I'm finishedIt's hard to get parts now for [redacted] now I can't help a board went under truck and messed break line up I also had to pay out of pocket like it was not my fault thanks to there 3rd party it's not my fault they have not expanded there business yet why should I be held responsible for there poor business decisions Regards, [redacted] ***

Revdex.com: 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.It still looks like there was a collision although it says it was "No Fault." In [redacted] and in most places, you pay a higher rate when you have been involved in a collision; whether you were at fault or notIt should be removed or say "Claim," because that's what it was.Since I'm still not satisfied, I will file a complaint with the [redacted] Insurance Administration Regards, [redacted]

April 26th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of MsDazaI have spoken with one of our Claims managers and he will reach out to Ms [redacted] to discuss her caseWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services

June 1st, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear Ms [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of the [redacted] familyOn 04-04-Mrs [redacted] (Ms***’ [redacted] ) was involved with an accident with Elephant’s insuredThe vehicle involved, a [redacted] was deemed a total lossWe spoke with Mr [redacted] on 04-06-and advised prior to making any payments or affording coverage we would need to speak with all parties involved, he understoodInitially we did advise that we would only reimburse $30/day for the rental vehicle because we were obligated to provide a temporary substitute vehicle but there is no stipulation as to what kind of vehicle, only that it be reliable transportation as this is a temporary situationLater, we did as a courtesy increase the rental reimbursement to $per daySecondly, I do have our claims department taking another look at the storage fees to ensure they are accurateWe will reach out to Mr [redacted] if anything changesThird, regarding the after-market parts, it is common for estimates to be re-evaluated when a vehicle is examined by the adjusterAdditionally, it is standard Industry practice for companies to ask for receipts as proof of purchase for customize items not initially installed by the manufacturerOnce we received the documentation, we updated the settlement amount and a check was issued on May 23rd, The amount issued for Mr***’ [redacted] was not reduced by 80%; if Mr [redacted] has questions about the calculations, I would encourage him to contact his adjusterWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted]

Dear Ms [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr [redacted] I have reviewed the policy and billing history for our policyholderMr [redacted] requested on January 12th, to reschedule his regular monthly payment of $ [redacted] from his due date on the 17th to January 27thElephant notified Mr [redacted] on the 13th that his January 17th payment had been rescheduled to the 27th a $ [redacted] late fee would apply to his policy if his payment was more than two days past the due date, i.eJanuary 17thElephant also notified Mr [redacted] in the same e-mail that if the payment on January 27th was unsuccessful, a $ [redacted] non-sufficient funds fee would be applied to his accountMr [redacted] received an e-mail on January 18th stating that his payment was past due, and he sent an e-mail on the 18th asking if his payment was past dueOn January 20th, Elephant e-mailed Mr [redacted] and advised that his payment was scheduled to draft on January 27th for $ [redacted] and that a late fee of $ [redacted] would be applied if the payment was more than two days past due, i.elater than the 19th, and that a $ [redacted] non-sufficient funds fee would be applied if the January 27th draft did not go throughOn January 23rd, a non-payment cancellation letter was generated and mailed to Mr [redacted] stating that a payment of $ [redacted] must be made before 12:A.Mon February 6th to stop the policy from cancellingOn January 27th, the draft that Mr [redacted] requested for $ [redacted] attempted to draft, but it failed, so a $ [redacted] fee was assessed on Mr [redacted] ’s accountPer the non-payment cancellation notice that was sent, a payment of $ [redacted] before 12:A.Mon February 6th will stop Mr [redacted] ’s policy from cancellingElephant e-mailed Mr [redacted] on the 30th stating that the draft on the 27th failed and that the total amount due to Elephant at that time was $ [redacted] and that, per the non-payment cancellation notice, Elephant required a payment of $ [redacted] to be made or the policy would cancel at 12:A.Mon February 6th, Elephant has attempted to contact Mr [redacted] via phone regarding his billing; however could not reach himWe encourage him to call customer service should he have additional questions regarding our billing processWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

May 4th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA 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 and addressed the agents in questionWith regards to the first agent who took the initial call, expectations set should have been within 24-hours especially with all of the unfortunate storms that have happened recently in TexasWe do apologize for this and that agent’s supervisor has been notifiedWith regards to her initial file handler we can confirm that we did call the number on file at least three times; the first one did not connect and we called right back and left a voicemail, unfortunately we don’t know why Mrs [redacted] did not receive itAdditionally, management has been notified of the situation as well as agent’s behavior and we do apologize to Mrs [redacted] and the initial treatment she receivedIt does appear and we do hope that her later contacts with Elephant resulted in a better overall experienceWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services

Dear [redacted] , Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] [redacted] purchased a policy with Elephant on 08/12/In her complaint she states that she did not set her account up for auto pay, and was not told that she needed to [redacted] also states that she missed her 09/12/payment and received a notice of cancellation, effective 10/08/*** [redacted] further complains that Elephant's customer service department was untruthful in detailing unsuccessful payment drafts from her on file account and in advising that all accounts are required to be on automatic paymentsFinally, [redacted] states that her online customer portal was updated as a result of her to/02/call I have reviewed the sales call from 08/12/ [redacted] was transferred to an Elephant sales agent from a lead aggregator, at 12:P.MAt approximately thirty minutes into the call, the agent does explain the automatic payment arrangement and advises that the monthly installment will be debited on the 12th of each month [redacted] stated that she agreed to this process [redacted] also mentions Elephant's billing FAQ s in her complaintBecause our online payment FACIs state in part "if your account is set up for auto pay" [redacted] believes that Elephant has been untruthful in telling her that we require policyholders to sign up for automatic paymentsThe FACIs are written this way because we do not require policyholders who pay their premium in one annual installment to keep a payment method on fileAll policies that pay via monthly installment are required to be set up for automatic payments Regarding [redacted] accusation that we updated her customer portal the same day and as a result of her 10/14/call, we did not and could not change the online interface the same dayThe customer portal can be changed by our information technology department writing new code or by actual changes to the policyWe did not update the customer portal on 10/02/and [redacted] did not change her policyCoding updates must be pushed in an IT build, which would occur after business hoursPolicy changes are reflected in the portal as 12:01am the day after they are made Elephant has removed [redacted] on file payment method pending resolution of this complaintWe regret the confusion that occurred in this matter We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Product Compliance Specialist

Revdex.com: 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.] I contacted [redacted] < [redacted] > 12-2-and provided MORE than enough proof over several emailsEverytime I proved there was no gap she came up with another and I proved that incorrectThis is bogus !! This is what [redacted] < [redacted] > replied."Thank You! I will follow up with you shortly after I try to contact them." end quoteShe never contacted me back and will not return my emails Here is all the proof I sent [redacted] Elephant is out and out lying ! [redacted] won't return my emailsI've also filed a complaint with the [redacted] State Board of InsuranceMy bank put the UNAPPROVED funds back into my accountThey took my proof I'm the WRONG guy to mess withI throw away nothingEVER Regards, [redacted]

Revdex.com: 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.] I contacted [redacted] < [redacted] > 12-2-and provided MORE than enough proof over several emailsEverytime I proved there was no gap she came up with another and I proved that incorrectThis is bogus !! This is what [redacted] < [redacted] > replied."Thank You! I will follow up with you shortly after I try to contact them." end quoteShe never contacted me back and will not return my emailsHere is all the proof I sent [redacted] Elephant is out and out lying ! [redacted] won't return my emailsI've also filed a complaint with the [redacted] State Board of Insurance.My bank put the UNAPPROVED funds back into my accountThey took my proofI'm the WRONG guy to mess withI throw away nothingEVER Regards, [redacted]

Revdex.com: 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 My father did, ultimately, accept the proffered settlement in an effort to preserve his health This situation was causing a lot of stress and effecting his health The continued unprofessional attitudes of the adjusters was appallingWhile you can exalt the virtue of increasing the rental fees that does not negate the biased and insensitive words of the adjuster discounting those who are retired among us Regards, [redacted] ***

Dear Mr [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding Mr [redacted] concerns regarding the addition of his brothers to his personal auto policy Because resident family members are significantly more likely to allow each other to borrow one another’s vehicles than in other roommate situations, and thus pose a higher risk, Elephant’s Underwriting (UW) guidelines require the driving history of all licensed resident relatives to be taken into consideration in the rating of the policyWith [redacted] being a non-exclusion state, our agents are required to rate all eligible related household members, even if this information was not disclosed on the customer’s original application for insurance We have already removed one of Mr [redacted] brothers from the policy, since he is rated on another Elephant policy, and his driving history is already being accounted for in the premium cost for that policy Our Customer Service team has been in contact with Mr [redacted] to advise of the documentation needed by our UW department in order to further consider the removal of his other brother, as he is not a rated driver on another Elephant 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-TRUNK (1-877-218-7865) Sincerely, Gina K [redacted] | Compliance Specialist Elephant Insurance Services, LLC [redacted] [redacted] [redacted] [redacted] ***

Revdex.com: 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, [redacted] Sirs; What Elephant states is incorrect [redacted] has NOT closed this incident, and here is why [redacted] , of the [redacted] City Attorney's office stated to me that they had approved the payment as of June 26, They were sending full payment to ElephantHe also informed me the Elephant insurance had declared my vehicle a TOTAL LOSS and was issuing a SALVAGE TITLE for my vehicleThis was confusing because if Elephant had done so, they would pay me the salvage value & not pay for the repairsFurther, had they done so & not informed meIt is possible that I would attempt to sell the SUV with a clear title, only to find I had tried to sell a vehicle with a clear title, and be charged with a Class B Felony "Fraud" when the new owner filed the title I spoke to [redacted] at Elephant who assured me that there was no filing of a SALVAGE title, & that I would receive my $deductible shortly That was last week After not receiving the promised check, I again contacted Elephant and spoke to [redacted] ***, who informs me that they had sent all of the information to the City of [redacted] to request paymentObviously [redacted] knows nothing about this messSo her I am, fully two months after the accident, and I am still out the promised $deductible

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the claims file for our policyholderElephant completed the inspection of Mrs [redacted] ’ vehicle and issued payment on January 11th, Elephant received a supplement and issued payments for additional labor costs on January 16th due to the shop needing more time to complete repairsElephant received a call on February 21st from Mr [redacted] requesting a diagnostic, and the adjuster advised that Elephant requires an authorization to disassemble form to be filled out stating that Mrand Mrs [redacted] acknowledged that they would be responsible for the diagnostic if the damages were not found to be the result of the accidentThe adjuster sent an e-mail to Mrand Mrs [redacted] stating that their shop of choice would need to contact Elephant’s field appraiser if they found any additional damages that relate to the accidentAs Miss [redacted] stated in her complaint, the damage was to the struts of her vehicle, and even the shop said that this was due to wear and tear on the vehicleThe impact from the accident was to the rear bumper with no damage to the wheels, and Elephant is not liable for damage to the car due to usageElephant informed Miss [redacted] ’ shop of choice on March 22nd, and an adjuster called Miss [redacted] on April 3rd to advise that Elephant is not liable for the damagesIf Miss [redacted] has additional questions about the claim, we recommend she contact her claims adjuster, and she can contact Elephant’s field appraiser for additional information on the appraisal of her vehicleWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Good morning, We had a customer bought an automobile from usMy company agreed to assist her with the down payment on a credit cardWe did get reimbursedThis was a time charge, periodNow because Elephant cant contact their customer they charged the monthy payment to my card in my company nameAt no point did I sign , or anyone in my company sign or acknowledge an auto pay agreementSo I want my payment back and I want to know the name or names of the Elephant representative that authorized my card to be used cause I consider that theft and I will press chargesNow I was informed by Elephant that the policy has been canceled because of a license issueWell ok, how do you charge for a policy that is not in effect anyway?

[redacted] Revdex.com Case Number: [redacted] Dear [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] I have reviewed the claim file for our policyholderElephant was notified of the claim on [redacted] ***, and a recorded statement was conducted with the policyholder on [redacted] ***Elephant did not receive an appraisal from the policyholder’s shop of choiceWhen the policyholder called on [redacted] to check on the status of repairs, Elephant issued a staff appraiser to expedite review of the vehicleThe staff appraiser wrote an estimate for the vehicle that same dayThe policyholder’s shop of choice called on the [redacted] to request another estimateThe adjuster sent out the staff appraiser for another review and requested a tax form from the shop of choice to issue the initial payment for repairsOn the ***, the adjuster received a supplemental estimate from the shop and sent a copy of the tax form for the shop of choice to fill out for proper tax documentation of paymentThe form was sent again on the ***Upon receiving the completed form, payment was issued to the shop of choice and to the named insured on [redacted] ***The shop requested an additional supplement, which the staff appraiser completed on [redacted] ***There have been recent delays due to issues communicating with the policyholder’s shop of choiceThe staff appraiser is working to confirm prices for parts to prevent future supplements and is currently waiting on the policyholder’s shop of choice to submit invoicesElephant does acknowledge that there was an initial delay in updating the policyholder and confirming that the shop of choice was conducting repairs, and the supervisors of the adjusters involved have been notified of the delays on this claimWhile there were some contributory factors to the delays that were outside of Elephant’s control, like receiving documentation needed for payment and to complete estimates, we also understand the importance of keeping the policyholder updatedE-mail communications with the shop of choice are being shared with the policyholder to keep her updated on the status of repairsIf the policyholder has additional questions about the claims process, we recommend that she contact her adjusterFor questions on the status of repairs, Elephant recommends that the policyholder speak with both the adjuster and her shop of choiceWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted]

Revdex.com: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 Policy number [redacted] Regards, [redacted]

July 7, [redacted] Revdex.com Case Number: [redacted] Thank you notifying Elephant of the concerns of this policyholder (PH)I have reviewed the call during which our adjuster discussed shops with the PHThe adjuster clearly states that the shop the PH chose is not a direct repair shop, but that the shop is certified Sincerely, CP Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of ***I have reviewed the claim file for our policyholderThe policyholder’s vehicle was initially found to be repairableElephant received an estimate on the cost of repairs on February 27th, reviewed and approved the estimate, and issued a check for repairs on March 1stThe policyholder then called on March 29th to advise that the remote start feature was not workingThe policyholder stated that she wanted to go to her dealership to get a diagnostic test done, and the adjuster requested that the policyholder send Elephant a supplemental estimate on the cost of additional repairs.Elephant received the supplemental estimate on May 22nd, and the cost of the additional repairs qualified the vehicle as a total lossThe total loss adjuster reached out to the policyholder on June 6th and on June 8th to discuss the total loss process, but the adjuster received no responseBetween May 26th and June 13th, Elephant was also contacting the body shop to determine the costs from the initial repair could be recovered and if the repairs had been completedThe shop advised that they had completed the work, and Elephant needed to contact the policyholder to confirm that the work had been completed.Upon reaching the policyholder on June 13th, Elephant was able to confirm that repairs on the vehicle from March 1st had been completedWith this information, the total loss adjuster determined that it would be best to settle the claim as isThe calls made by the adjuster were all made to obtain information necessary to process the claimThe claim was closed on June 13th, and the adjuster currently does not need to further contact the policyholderWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) ***-***Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services