Elephant Insurance Services

May 23rd, [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 Mr [redacted] On March 4th, Mr [redacted] was involved in an automobile accident and on March 8th Elephant was able to obtain a statement describing what happened; at this time he advised he wanted to file through the claimant’s carrierOn March 11th, he called the claim adjuster to advise that the other carrier denied his claim and he wanted to pursue through ElephantEven though he had stated he wanted to go through the other carrier, we had begun some preliminary work into the claimWe were in the process of confirming the date of loss as well as waiting on estimates from our vendor with regards to the repair work that needed to be completedSometimes this process can take some time as we need to ensure that all damages to a vehicle were a result of the loss that occurred and not pre-existing damageAdditionally we were also trying to verify the date of the accident; we confirmed the incident with the Colorado County Department of Safety Highway Patrol on March 26th, We also advised Mr [redacted] about our direct repair body shop network; and while we can guarantee repairs made in a timely fashion and the quality of those repairs, we could not do so with a repair facility that was not in our networkHe stated that he understood and gave us the contact information to his body shopElephant began conversations with the repair facility Mr [redacted] chose on March 26th and continue to be in constant contact with them regarding the repairsUnfortunately, we cannot compel his body shop to make the repairs quicker than they are as they are not in our network and we do not have a contract set up with themAll we can do is monitor the work; currently, two repair estimates have been approved and the third supplement is pending approvalWe 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

November 22, Ms [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms*: Thank you notifying Elephant of the concerns of our policy holder (PH)Elephant made a settlement offer to the PH in a timely manner The claim was not handed off because Elephant dropped the ball; rather it was transferred to our total loss team Elephant does not have record of numerous requests to speak to a manager or supervisor The PH caused delay in Elephant issuing payment while considering the option to retain the salvage vehiclePart of the total loss settlement process is Elephant and the PH agreeing to a valuation of the totaled vehicle Elephant sent a valuation report and settlement offer to the PH on 6/17/ This information was accompanied by instructions directing the PH to carefully review the options considered in establishing the value of the vehicle Unfortunately, the PH did not advise Elephant that options were missed in the valuation at that time When the missed options were pointed out, Elephant promptly issued a supplementary paymentElephant strives to provide the best quality service to current and potential customers while adhering to all regulations in our operations Should you have questions or need additional assistance, please do not hesitate to contact me Sincerely, CP Elephant Insurance Services

September 6, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Thank you notifying Elephant Insurance Company (Elephant) of the concerns of our former policy holder (FPH) Elephant’s has been advised that our FPH has retained council and intends to file suit Elephant is therefore unable to respond to this consumer complaint as it would be tantamount to us having direct communication with the FPH Once an individual is represented by an attorney, an insurance company is required to direct all correspondence to the attorney Additionally, we are unable to comment on a matter for which a suit is pendingElephant strives to provide the best quality service to current and potential customers while adhering to all applicable laws and regulations Should you have questions or need additional information, please do not hesitate to contact me Sincerely, [redacted] Elephant Insurance Services

August 2, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of this claimantElephant uses a third party vendor to secure the reports that law enforcement officers write regarding accidents This means that the reports are not available to us for days Frequently we are provided with copies of these reports sooner by insureds or claimants The individuals involved in the accident are able to secure these reports much more quickly It is our practice to pay for the involved individuals to secure the reportsIn this case the metro report was available via our vendor on 07/29/ Elephant cleared coverage and authorized repairs on the day that we received the metro report We issued payment for the repairs on 08/02/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] Elephant Insurance Services

December 19, [redacted] ** [redacted] [redacted] Dear [redacted] ***:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] ***I have reviewed the policy and billing history for our prior policyholder [redacted] called to cancel her renewal policy on 10/12/2014, the day before its effective date The agent who processed the cancellation made an error which resulted in erroneous chargesfor the renewal period [redacted] did called about past due charges, however the agents that she spoke with were unable to see the error and wrongfully assured her that her account was in order.On behalf of Elephant, I apologize for the error and the inconvenience it has caused [redacted] ***Our accounting department has adjusted [redacted] account and contacted our collections partner Elephant will process a refund to MsBush’s on file payment method at the end of the month when the billing reconciles Our collections partner will delete the account and remove record of it from MsBuch’s credit history.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]

April 27, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear MsS: Thank you notifying Elephant of the concerns of our former policyholder (FPH)I have reviewed the FPH’s recorded bind call Our sales agent did ask if the FPH had a valid license The FPH stated that their license was suspended When our agent asked if the FPH would have an active license within days, the FPH stated yes This is a material misrepresentation in the application for insurance and Elephant will not refund premium paid for coverage providedElephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulationsSincerely, CP Elephant Insurance Services

Dear [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) of the complaint filed by our prior insured, [redacted] [redacted] In his letter, [redacted] states that he told [the] insurance [company] to handle the costs of the other vehicle, and that he thought it was cleared up until he was stopped by the police in August*** [redacted] also states that he has made multiple unreturned phone calls to the adjuster who was assigned to this claim when it was reopened on 09/11/ [redacted] further states that when he called Elephant's claims department and was connected to a different adjuster, that adjuster only gave him the name and contact information for the adjuster assigned to the claim Elephant opened this claim on 06/20/2012, when the incident was reported by an injured third partyOur claim file is well documented and reflects multiple attempts to contact [redacted] , and resolve the claim [redacted] did not respond to any of our multiple attempts to contact him, which occurred between 06/20/and 06/28/On /10/we denied the claim for the insureds noncooperation, and closed our file The following chronology is taken from Elephant's claim file notes: 06/20/2012: The claim reported by claimant carrier, who also provided a description of the accident 06/20/2012: The adjuster called the lnsured, and left a voice message requesting a call backThe adjuster also sent an email requesting a call from the insured 06/21/2012: The adjuster called the insured and left a voice message requesting him to call back and provide a recorded statement, and advising that we needed a bill of sale for the vehicle 06/22/2012: Our special investigative unit reviewed this file, due to a loss occurring in the first days of a new policySUI approved coverage for the claimant, but not for the insured as we needed a bill of sale for the vehicle 06/28/2012: Elephant mailed a reservation of rights letter requesting a recorded statement to the insured /13/2012: Elephant issued a conditional denial to the claimant, for noncooperation of the Named Insured /16/2012: The adjuster contacted the claimants carrier, to advise of coverage denial, and Elephant's file was closed 11/26/2012: Elephant faxed denial letter to the claimant carrier, at their request There was no additional activity on the file until 09/11/2014, when the Insured called and advised that he received a collections a letter from the claimant carrierElephant reopened the claim on 09/12/2014, when the lnsured provided us with a recorded statementAt the conclusion of the recorded statement, we advised the Insured that we would need to contact the claimant carrier to set up payment [redacted] did call into Elephant multiple times on 09/22/2014, and was not able to speak to the assigned adjusterThe adjuster returned the calls the following day, 09/23/Elephant's procedures dictate that the assigned adjuster handle communication with claimants, so no other adjuster could assist MrPacheco on 09/22/ On 09/23/Elephant contacted the claimant carrier and requested subrogation documentswe received the documents on 09/30/and payment was issued on 10/07/ 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

September 21, 2016 BBB Case Number: [redacted] Thank you notifying Elephant of the concerns of our former policy holder (FPH). Elephant has not reported the claim that our FPH’s lienholder submitted as an at fault loss. The claim was classified as fault unknown. Elephant has... verified that we reported the fault as unknown and we have provided our FPH with a letter of experience that she may give to her current insurance company. We are unable to remove the record of the loss being reported to us, as it would violate our terms of service with our vendor. Sincerely, CP Elephant Insurance Services

August 1, Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)Unfortunately Elephant is unable to honor our FPH’s request to issue a refund via check Our policy is to return all initial policy payments to the card used to make the payment This policy is designed to prevent a double refund from being issued, as a credit card owner can reverse a payment after Elephant issues a check We apologize for the inconvenienceWe 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] Elephant Insurance Services

May 24th, [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 Mrs [redacted] On April 11th, Mrs [redacted] called Elephant to file a hail claim for an incident that happened on 03-23-During our investigation we found that there was a prior hail claim filed with another company in and the check was issued directly to Mrs [redacted] When we asked if she had receipts or any other information to demonstrate that the claim had been paid she said noAt this time we advised that we could not move further with the investigation until we were able to determine what damage occurred with the loss in versus the one that happened a few months ago and any documentation of repairs for the prior damage would be helpfulMs [redacted] stated she had no record of the prior repairs so we have reached out to the vendor that contracted the original appraiser and are currently waiting for them to reach back out to Elephant to advise of their findingsWe have been in constant contact with Ms [redacted] throughout the claim process; however, we also have to do our due diligence to ensure we are not paying for existing damageWe 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, Toni MS [redacted]

Dear Ms [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] I have reviewed the claim file for the claimantWith respect to the damages at the front of the claimant’s vehicle, both the claimant and Elephant’s insured advised that the insured rear-ended the claimant’s vehicle, and the claimant’s vehicle did not hit anything in the frontThe body shop chosen by the claimant advised that there was nothing to indicate damage to the sides or damage to the front of the vehicle was related to the rear-end impactBoth the independent appraiser, who is not an Elephant employee, and Elephant’s property damage desk review team concurred that the damage was not related to the rear-end collisionBased on these agreeing opinions, Elephant found that the damages are not related to the accident, and thus Elephant is not liable for repairing those damagesWe also reviewed contact history with the claimant, and the adjuster responded to the claimant within a reasonable timeframeIf the claimant has additional questions or would like to discuss the claim in-depth, we recommend that the claimant contact their claims 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 (877) 218-Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

April 18th, [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 Mr [redacted] I have reviewed the claim file for Mr [redacted] Elephant has been in constant contact with Mr [redacted] either via email correspondence, letter or by phoneWe did advise Mr [redacted] of the reasons as to why the claim is still under investigationThere are several discrepancies with the facts of the loss he and his partner have submitted to Elephant and we are still trying to corroborateThere were no witnesses and we still have not received the police report number that Mr [redacted] stated he would sendAdditionally, the third party involved in the incident has not been able to be reached in order for us to ask what happened that morningOne of our claims supervisors and the handling adjuster for his claim has addressed his concerns on several occasionsWith regards to his rental vehicle, Mr [redacted] has exhausted the limits his personal auto policy contract allows and as a result we are no longer able to provide payment for a rental 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, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services

September 17, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH)All policies issued by Elephant are accompanied by a Payment Frequently Asked Questions document This document specifically states that we may charge a late fee and a nonsufficient funds fee if we change the date of a scheduled draft I have reviewed this policy and verified that this document was sent to our PH with their renewal policy, as well as with their new business policy in I have emailed this document again, for our PH’s reviewElephant’s billing fees are approved by the state prior to being implementedWe 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] ( [redacted] )Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the claim file for the claimantThe claimant reported the claim on May 16th, 2017, and was advised that Elephant would contact her before the end of business on May 17th, The claimant called the claims department at 11:A.Mon May 17thThe claimant called again on May 19th, and the adjuster explained that Elephant needed to contact our insured for a recorded statement before proceeding on the claimThe adjuster also explained that if the claimant would like to expedite the process, the claimant has the option of filing through their insurance company, and Elephant can contact the claimant’s insurance company on our findings of the claim to potentially assist with covering any deductibles that the claimant may haveThe adjuster also explained the claims process on May 23rd explaining the outcomes if the insured did contact us and if the insured did notElephant called the number provided by the claimant to reach the insured multiple timesOn May 25th, Elephant was able to get a recorded statement from the insured and was able to move ahead on repairs to the claimant’s vehicleIf the claimant has specific questions about the claim, we recommend that she contact her 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 (877) 218-Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

December 20, Ms [redacted] Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms*: Thank you notifying Elephant Insurance Services (Elephant)of the concerns of our former policyholder (FPH)Elephant’s investigation into this loss places our FPH at an address in [redacted] Because the policy was purchased for a [redacted] address Elephant requested proof of residency for the [redacted] address The loss was reported as occurring on 09/02/ The claim was closed on 10/21/because the requested proof of residency was not receivedElephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulationsSincerely, CP Elephant Insurance Services

Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] *** [redacted] purchased her policy online on 11/08/2014, for an effective date of 11/09/ I do not seerecord of web maintenance or an error message on the policy Our policy notes show that [redacted] ***called on 11/08/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/we advised [redacted] that her refund would take to days [redacted] called againon 11/and 11/14, to inquire as to the status of her refund On 11/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]

December 13th, [redacted] *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms [redacted] On August 12th Ms [redacted] purchased an automobile insurance policy with Elephant and set up her payment information on file for automatic draftsWhen the draft attempted on November 13th, for the previous month’s service the payment was declinedWe sent several reminders but no payments were made to the policyOn November 28th, Ms [redacted] policy cancelled for nonpayment and when we attempted to draft monies owed for services rendered from October 13th, through November 28th, the payment went throughMs [redacted] did not advise that she moved out of state until she called us on December 1st to inquire about the draft from her bank accountAt this time we also advised that the money owed on the account was for coverage already providedIf Ms [redacted] is able to provide proof of replacement coverage we will be happy to consider back dating the cancellation to the day she obtained the new coverageWe 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 *S [redacted] Compliance Specialist Elephant Insurance Services

September 6th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs***On August 5th, Mrs***’s stepson was involved in an incident and had to file a claim with ElephantWe reached out to the driver on August 6th to obtain facts of the loss; however, was unable to reach him and could not leave a voicemailOn August 8th we spoke with Ms [redacted] and advised that we needed to speak with her son, the driver of the vehicle; she understoodOn August 9th we called out to both her and her son; however, they couldn’t be reachedOn August 10th we reached out to Ms***’s son but there was no answer and on August 11th when Ms [redacted] called for a status update we advised that we still needed to obtain the facts of loss; she understoodOn August 11th, our adjuster was able to speak with her son and obtain the facts of loss and proceed with the claimOn August 25th we afforded coverage as our investigation determined the policy was in order and on August 26th we found the [redacted] was a total lossCurrently we have provided Ms [redacted] a rental vehicle and have advised her to submit any receipts where she incurred out of pocket expenses so we can reviewWe are still assessing the file regarding the total loss settlement and once this is complete we will reach out to Ms [redacted] to advise her of her options and the next steps 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 Elephant Insurance Services

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 Please advise them to listen to the FIRST call! I only spoke to them one more time after that The FIRST conversation states, not only that I wanted full coverage, but that I wanted the coverage to match the current coverage I was switching from I was assured that it did Period There is no excuse at all for misleading a consumer into believing that they have something that they do not I am not sure if the company was aware of the [redacted] Insurance Laws, but I constently asked for FULL COVERAGE and for it to match the current policy The person that responded is either falsifying her comments or did not listen to the call where my FIRST payment was accepted Regards, [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 rebuttal is based in the fact that at no time I received a phone call or voicemail from Elephant Insurance since I filed my complaint on November 16, Therefore, I have not received a “business response” or an offer from themI became aware that my claim was closed when I received a written notification from Revdex.comIt was not until Revdex.com closed my case that I received a call from Elephant stating that my car was a total loss and I needed to surrender it to the “lien holder”This is an outrageous statement since the accident occurred at low speed and the damages to my vehicle were minimalFurthermore, the repair of my vehicle was estimated to cost [redacted] which is well below the 100% Total Loss Threshold (TLT) in ***Even if the TLT was 75%, the cost of the repairs would be 47% of my vehicle’s valueIt seems to me that since based on the aforementioned calculations my car should not be considered total loss, this insurance company came up with a “hidden damages” theory which are ridiculous and ludicrousI still owe [redacted] on my vehicle and they want to give me [redacted] which means I will lose my car although the accident wasn’t caused by meI would settle this matter if Elephant Insurance would write me a check for [redacted] to pay for the repair of my car and for the aggravation the mishandling of my claim has caused meI am looking forward to hearing from you Regards, [redacted]