Elephant Insurance Services

It's been over two weeks since my wifes car was struck in the front by a Virginia driverThe accident occurred in [redacted] as she was on her way to workInitially the process seemed to roll along as it should, however after the first week passed and my insurance company verified the other driver was at fauwas admitted by the driver himself, Elephant Insurance ceased to answer my phone calls or return a callIt simply isn't right to dump a client as they have done to meVery UnfairNo one is going to get away with thisI have every intention of seeing this through to the end

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.[Provide details of why you are not satisfied with this resolution.]Regards,Garold [redacted] For past years I have lived at the address and both trucks what have registration are listed as said I have not in past years moved or change address on the registration of said trucks There are many tthousands of people who like me live in a RV full time who live in RV park or even RV resorts what you are doing is Discrimination and I can get a letter saying I live here for years When you told me you would not renew because of Discrimination of me living in a rv that is not right The man who live next to me live in a rv for over years I know a friend who Lived in a RV for over years And you Discrimination of saying I an move I always ask question if my truck is out of town making sure it be covered and I never said my trucks was moving from where I have lived over years and when I did move I called and told you So I want my Insurance back I do No want Discrimination becuase I live in a rv that has not move for years

December 12, [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] I have reviewed the policy and billing history for our prior policyholderUpon further review, it has been concluded that the draft of [redacted] from Ms [redacted] account on 12/01/was the prorated amount owed for the coverage that Elephant continued to provide from 10/23/through the cancellation date of 11/14/ As Ms [redacted] made premium-impacting changes to her policy during this time frame, and no other payment was made toward this policy since 09/22/2016, the drafted amount was debt owed to Elephant, and will not be refundedWe 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, Gina *K [redacted] Compliance Specialist Elephant Insurance Services

November 28, 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 former policyholder (FPH)The due date for this policy was the 14th of each month The October payment was drafted on 10/14/16, not on 10/16/ Elephant has refunded all unearned premium to our FPHWe strive to provide every policyholder with a positive customer service experienceIf we can be of further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, CP Elephant Insurance Services

Dear Ms [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Ms [redacted] states that she requested full coverage and that she inquired if Elephant was sure that her policy was full coverage, on numerous occasionsMs [redacted] also states that Elephant sent information to her finance companies, stating that she had the coverage required by lawFurther, the complaint states that Elephant did not provide documentation detailing the coverage limits on the policyMs [redacted] states that she did receive a declarations page, which appeared to have full coverageLastly, Ms [redacted] states that she would like Elepahnt to provide full coverage on her totaled vehicle, because it is a violation of [redacted] law to own a financed vehicle which carries liability only coverage Ms [redacted] purchased her policy on 01/27/14, for an effective date of 01/28/The policy amended on 02/13/14, 02/14/14, and 07/29/Each of these four transactions resulted in a Declarations Page being sent to Ms [redacted] The Declarations Page details covered vehicles, listed drivers, coverages provided by the policy, coverage limits, deductibles and premium by coverI am attaching each of the declarations pages provided to Ms [redacted] For referencePlease not that the only coverages detailed on any of the delcarations pages are Bodily Injury Liability, Property Damage Liability, Uninsured/Underinsured Motorists - Bodily Injury, Uninsured/Underinsured Motorists - Property Damage and [redacted] Personal Injury ProtectionNo version of the declaratiions page shows comprehensive or collision coverage, or a corresponding premium Elephant spoke to Ms [redacted] three times prior to her filing a claim on 08/21/I have personally reviewed each of the three calls, and Ms [redacted] did not question whether her policy was "full coverage", nor was she advised that she did have "full coverage"Further, Elephant does not use the terminology "full coverage" in describing any policy because it is subjectiveOne person may think of a "full coverage" policy as provding liability and physical damage coverages while another may think of it as providing all available coverages Ms [redacted] also states that Elephant communicated to her finance companies that she had the coverage required by lawElephant uses a third part system to communicate coverage placement and termination with our insured's lienholdersMs [redacted] did enter her lienholder's information when she applied for coverage with ElephantIs Ms [redacted] 's lienholders subscribe to this service they would receive notification that coverage was secured for their collateral, however this notification does detail the coverages secured for the vehicleOur file notes indicate that we were contacted for coverage verification on ms [redacted] 's other insured vehicle, three timesI have reviewed each of these calls, and each time our agent advised that the policy only provided liability coverageOur records do not indicate that the lienholder of the totaled [redacted] ever contacted Elephant At no time did anyone at Elephant state or imply that Ms [redacted] 's policy provided comprehensive or collision coverageWe respectfully stand by our claim denial 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] ( [redacted] ) Sincerely, [redacted] ***

Dear Mr [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs [redacted] On December 28th, Mrs [redacted] called Elephant to increase her liability limits and update the usage on her [redacted] *** While our agent increased the liability limits per Mrs [redacted] request we failed to update the usage on the vehicle so the increase in premium was only a result of the increase in the liability limitsThe prorated amount of this change was $***When Mrs [redacted] called Elephant to cancel her policy as she had replaced coverage with another company our agent could not see the refund because our billing system was in the process of updatingWe advised we would call her back the following day to let her know the amount of the refund and we did on January 11th, She was not able to answer her phone so we left a message for her with the refund amountWe 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] Compliance Specialist Elephant Insurance Services

December 20, Ms [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms*: Thank you notifying Elephant Insurance Services (Elephant)of the concerns of our policyholder (PH)Elephant’s policy notes reflect that the required address verification was received on 11/14/and that the policy remains in force Elephant communicated to the PH that the underwriting request was satisfied via email on 11/14/Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulationsSincerely, CP 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 Ms [redacted] On March 7th, Ms [redacted] called Elephant and advised that while her car was parked in the parking lot at work, she came out and saw that her vehicle was hit by an unknown driverThe incident happened on March 4th, three days prior to her calling us; she had not called the police to file a reportThis requirement is listed as part of her duties per the policy contract to file a claim under Uninsured Motorist coverageA copy of her policy contract was not only sent at time of sale but also on her renewalWhen Ms [redacted] spoke with our claims adjuster he did advise that we could start the claims investigation under Collision coverage and should she obtain a police report after the fact, his supervisor would review and if she approved it we could re-categorize the coverage under Uninsured Motorist coverageMs [redacted] indicated she understood that this was a possibility but not a guarantee With regards to her initial claim with Elephant that was categorized as an uninsured motorist claim, there were witnesses that saw the accident happen and with their help we were able to find the person that hit her vehicle; however when we called their carrier, we found out that coverage was not in force resulting in it being covered under Uninsured Motorist coverage; the main difference between the two claimsWe 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 20th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs [redacted] On September 6th, Mrs [redacted] ’s automobile policy cancelled for non-payment resulting in a past due amount owed for services rendered of $On September 8th, Elephant drafted the amount from the account on filePer our payment FAQs under the heading of “What if my policy cancels for nonpayment?” we explain that if the policy has a past due balance we may elect to charge the method of automatic payment at a later dateIn this case, this is what we did as the monies were owed to Elephant for services renderedWe sent notice of the past due amount on September 1st; this coupled with the credit due back on the account for the actual cancellation resulted in an amount owed of $Elephant will not be refunding Mrs [redacted] as the monies were owed for prior coverage provided 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, Toni MS [redacted] Product Compliance Specialist Elephant Insurance Services

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 Elephant Insurance is deceitful and has not done anything as mentioned in their response They provided me with a rental and stopped paying for it on April 1, with no notification until April 8, This caused an outstanding balance of $with the rental car company Elephant has not provided me with any estimates of the damage to the vehicle These documents have been requested on numerous times and should be provided without delay Elephant Insurance was provided with the case number in question on March 31, by myself to Leas W [redacted] via email Elephant has not been in constant communication and all communication has been initiated by me Elephant Insurance was suppose to provide to me in writing within days of the loss, whether they would need more time to investigate the claim or if they were going to pay the claim They haven't provided me with anything They have been rude, non friendly failed to pay the claim within the time frame established by the policy And frankly lied in their response to the Revdex.com about this complaint Elephant Insurance needs to pay the claim that they are liable for coverages for under the contract Regards, [redacted]

August 1, 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 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

December 1, 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) Elephant has removed this PH and the vehicle that was traded in from the child’s policy, effective 10/14/ The child’s policy received a credit of $ This credit will satisfy the payment due on 12/9/ The remainder of the credit will be applied to the remaining payments 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 1-877-TRUNK (1-877-218-865)Sincerely, CMP Product Compliance Specialist Elephant Insurance Services

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 Continually stating that the other driver obtained injuries from the accident doesn't make it soI don't know how else to say it any other way PLEASE READ THE POLICE REPORT! There were no injury’s reported nor possible as there was no impact LET ME SAY IT AGAINTHERE WAS NO IMPACTThe other driver’s car rubbed against mine as we attempted to leave the parking lotThe witness on the scene informed both the other driver and the police officer that he had it all on videoBut instead of reviewing the policy report, asking for a copy of the video or statements from the witness at the incident, Elephant Insurance continues to make comments to justify their actions and have done nothing to base their decision on the facts of the incident The accident was two cars moving at less than miles an hourNO IMPACTIt was two bumpers rubbing against each otherYour continued comments that the driver incurred injury’s due to the incident is falseAny injurys claimed by the oyther drive though may be true they have them it is that they were cause buy the incident Elephants only justification and facts given as to why the injury claim was paid is as follows Damages were greater than $**The other river hired a lawyer and suedAn injury report was filed What I would like Elephant to do is: Read the police reportDemand the release of the eye witness comments and video reported to the [redacted] PoliceBase their decisions on the what actually happen and not what a law suit attorney threaten them with Any medical issues reported where present prior or incurred after as our two bumpers scratching each otherIt was not and will never be caused by the accidentThe medical claim is and fraudulent and Elephant did not do their duty as an agent for me to request the facts of the incident, speak with witnesses of the accident nor ask to see the videoElephant Insurance took the easiest road of least resistance and simply paid out a claim and then reported a body injury on my insurance report Now the raised my rates by [redacted] I will not be satisfied until the body industry claim is removed from my insurance recordI nor my cart, noor my actions are at fault of any injury to the other driver 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.In Aug due to a layoff, my husband and I fell behind on our bills which forced us to have no car insurance In Feb ,my grandmother became aware of our situationI have never heard of Elephant Insurance beforeWithout my consent, my grandmother ordered Elephant Insurance for my husband and I online with her cardShe then called us and let us know that she took care of it, and that we were now insured and in order to help us she was going to pay for our car insurance for us because she did not feel comfortable with us driving around uninsuredWe immediately told her to cancel it because we didn’t want that kind of responsibility of anyone having to pay for us My grandmother insisted that it was to late to cancelWe let her know that we were not responsible for any payments because of our situationI had no interaction with Elephant Insurance of any kind except they began to send me confirmation emails every month as my grandmother paid the billAs of July, my grandmother complained that she was tired of making payments on our car insurance, so my mother agreed to take over the paymentsOn July 29, my mom made a payment and I received a confirmation emailTo our surprise they emailed me weeks later ( August 12, 2016) that if I don't update my credit or debit card payment there will be fees which did not make sense because my mom had just made a payment for AugustI did not want any bills or fees to affect my record so I called Elephant Insurance immediately to find out what was going on I spoke to various representatives the entire day, it turns out that after paying my car insurance for entire months, my grandmother wanted her money backAfter she argued with Elephant Insurance, they refunded her months of her money backI was told that I now have an outstanding balance of $and if it wasn’t paid in days (August 17,2016) they threatened me that it will go on my credit reportI was also yelled at by one of the representatives that I should have been grateful for my grandmother helping me and now I have to deal with it on my ownMy mother and I also spoke to a supervisor to see if we can pay $upfront and pay the remainder of the balance in payments, unfortunately they said we couldn’t and had days to pay the full amount before they would cancel the policyI requested that they send me a balance via email, to show proof of what I owe because up until this point I have only been receiving confirmation emails.I was unaware of any problems with the account In my defense, I have never had access to my grandmothers credit or debit cards, so there is no way that I can place any orders using her billing informationI never signed any paperwork with Elephant Insurance nor did they ever call me because they never had my phone numberMy grandmother placed that order on her ownElephant liability insurance is to high on their pricing I would have never agreed to choosing themI now have Allstate and paying $Elephant insurance makes me feel like no one can be trusted and I am very disappointed in their response to my inquiry Regards, [redacted]

November 22nd, [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 Mr [redacted] On October 26th Mr [redacted] called Elephant regarding his current paymentHe advised Elephant that there had been fraudulent activity on his credit card account and he forgot to update the accountOur customer service agent updated the credit card on file and advised that there would be a non-sufficient funds (NSF) fee which would be applied to the next bill to which he did not questionOn November 1st, Mr [redacted] emailed Elephant to inquire about a notice he received regarding his next payment and why there was a late fee as he called in on the due date to make his payment; our email team sent his policy to one of our customer service supervisors for reviewA few days later Mr [redacted] called Elephant inquiring about his policy and we waived the NSF fee as it should not have been applied since he did indeed make his payment on the due dateShould Mr [redacted] have any additional questions we encourage him to contact ElephantWe 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] Compliance Specialist Elephant Insurance Services

April 11th, [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 Ms [redacted] I have reviewed the claim file for the claimant and currently the claim is still under investigationWhile we understand this is a stressful time for Ms [redacted] , we still have a duty to fully investigate the incident to determine liability and coverage prior to making any paymentsOn March 31st Ms [redacted] called several times and we advised of the claims process and we also encouraged her while the claim was still under investigation to contact her own carrier so they could provide her with a rental vehicleMs [redacted] stated while she wasn’t happy with the situation, she understoodWe 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

January 6, [redacted] ** [redacted] Revdex.com Case Number: [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] called to remove a driver from her policy on 12/27/ Removing one of the two drivers listed on the policy changes the driver to vehicle factor and causes an increase in premium of $ Our rating algorithm is approved by the state and the factor for having one driver and two vehicles is higher than the factor for having two drivers and two vehicles 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]

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 not. It should be removed or say "False 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]

September 6, [redacted] 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 meSincerely, [redacted] Elephant Insurance Services

November 13, 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 our former policyholder (FPH)This policy was bound effective 4/30/ During our customary new business underwriting review, we found that the FPH had provided incorrect information regarding a lapse in prior insurance at the time of application Our underwriting department communicated our findings to the FPH via USPS letter, which requested that the FPH contact us if they disputed the information The FPH did not contact us and the policy was amended on 6/18/ This amendment generated an additional $ in annual premium We invoiced an additional $for this amendment in July, August and September but were unable to collect the premium due The policy was set to cancel for nonpayment of premium in the 5th month, because it went into negative equity before the second installment was dueWe successfully drafted a payment for the remaining balance on 9/30/2015; however the FPH charged the payment backThe FPH called in 10/23/and made a payment of $ $was premium owed for coverage provided through the 10/5/cancellation date This is the amount of premium from the underwriting amendment that Elephant earned between it being processed on 6/18/and the policy canceling on 10/5/ The remainder of the $was a $fee for the 9/30/chargebackWe 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]