Elephant Insurance Services

March 9, [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 Ms [redacted] I have reviewed the policy and billing for Ms [redacted] ’s cancelled policy Ms [redacted] purchased a policy effective 7/25/2012, and paid a down payment of $to bind coverage Ms [redacted] ’s first monthly payment was invoiced on 8/5/and due on 8/25/ Ms [redacted] did not pay the invoice or call Elephant to cancel her policy On 8/27/2012, Elephant issued notice of cancellation for non payment of premium, effective 9/11/ In the state of [redacted] , we are required to give policyholders days notice of our intent to cancel for nonpayment of premium When Ms [redacted] ’s policy cancelled on 9/11/2012, she owed Elephant $in earned premium for the coverage provided form 8/25/through 9/11/ On 9/27/2012, Elephant sent Ms [redacted] a final invoice for $33.30, which advised that the amount would be turned over to collections if not paid As detailed in the letter, there is a $collections fee We are unable to remove this record from Ms [redacted] ’s credit, as it is a balance owed for services rendered To avoid owing Elephant for coverage provided after 8/25/2012, Ms [redacted] would have only needed to contact us to properly cancel her policyWe 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

July 7th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***On April 28th, Mr [redacted] was involved in an incident, after our investigation we deemed his [redacted] a total loss although it was still drivableOn the afternoon of June 20th, Mr [redacted] turned over his vehicle and the proper paperwork so Elephant could settle his claim with his lienholderAt this time we also set up a rental vehicle reservation for himOn June 27th, we still had not received the information we needed so we made a call to the title company to see if they received all of the items they needed and they had; we submitted payment to Mr***’s lienholder to settle the claimAt this time, we advised that we were not able to extend extra rental daysOne of our agents took another look at the claim file later that day, and it was decided that we would be able to extend the rental agreement through July 10th, We advised Mr [redacted] of this on June 27th, 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 made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meIt seems my complaint is not with Elephant Insurance, rather my own carrier, as I spoke with them several times during the time frames that were mentioned in the response letterI greatly appreciate the information and response and will be in touch with my insurance carrier Respectfully, [redacted]

June 16th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of MsNobleOn November 25th, Ms [redacted] purchased a policy from Elephant’s websiteAt the time of sale she indicated that she lived and garaged her vehicle in TexasWhen she later added her other vehicles, our agents asked where the vehicles were primarily garaged and she advised the sameAt no time when she called in to manage her policy did she let Elephant know that any of the vehicles were registered and sometimes garaged in LouisianaIf we had known that, our licensed agent would have advised to have the vehicles either registered in Texas if they were primarily garaged there and if not, then we would have told her she needed a separate Louisiana policy for those vehiclesWe depend on our applicants and policyholders to provide accurate information during the policy life so we can ensure the coverage and policy is correctUnfortunately, we cannot dictate what the state of Louisiana requires and since Ms [redacted] represented herself as a Texas resident and her vehicles being garaged in Texas, Elephant assumed that the registration of her vehicles were also in Texas as required by the stateElephant is not able to tell by any of the vehicle characteristics where it is registeredSince we provided coverage for her vehicles as they were presented we will not be back dating the removal of any of the vehicles; if Ms [redacted] has not done so we urge her to obtain a Louisiana policy for the vehicles registered in LouisianaWe 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

Elephant Insurance Company (Elephant) received your letter dated March 8th, requesting explanation regarding the complaint filed by Mrs [redacted] in reference to her 12/8/claimElephant was first notified of the 12/8/loss on 12/11/by the claimants’ insurance carrierThe recorded statements collected by both parties to the accident advise that the aforementioned accident occurred on 12/8/while leaving [redacted] *** in [redacted] , [redacted] at the [redacted] Avenue intersection, after the traffic light turned greenOur insured driver stated that the light had turned green as he was approaching the vehicle being driven by Mrs***’ husband, and our insured advised that he applied his brakes when he saw that the ***’ vehicle was still stopped at the lightAlthough our insured reports applying his brakes from 60-[redacted] feet away from the ***’ stopped vehicle, our insured vehicle continued to slide and made impact with the rear-end of the claimant vehicleBased on the facts of loss provided, Elephant determined our insured driver to be at-fault for the 12/8/collisionAlthough no injuries were reported by Mrs***’ husband, the driver of the claimant vehicle, Mrs [redacted] was a passenger in the claimant vehicle at the time of loss; she advised in her 12/12/recorded statement that she went to the Emergency Room immediately following the loss, and was diagnosed with whiplash/strain as a result of the accidentWhen asked about her intended plan of action for treatment and lost wages for time missed from work, Mrs [redacted] advised that she was given prescriptions at the hospital and had not missed any time from work yet, but planned to take a day off to meet with her primary care physician the next day for a follappointmentBased upon the low-impact nature of the accident, the adjuster provided an initial offer to Mrs [redacted] on 12/12/to provide for injuries sustained as a result of the accident under bodily injury liability for the anticipated medical bills, as well as an additional amount for Mrs***’ pain and sufferingOur contact with Mrs [redacted] between 12/13/and 12/20/revolved around the property damage to her vehicle and her lost wages, but Mrs [redacted] did not address our initial settlement offer at that timeAfter receiving no response from Mrs [redacted] regarding our initial offer, the adjuster followed up with Mrs [redacted] again on 1/3/to discuss her treatment progress, and presented the above offer againMrs [redacted] refused the initial offer, advising that she received a hospital bill that exceeded the amount of our offer and she had two subsequent doctor visits, as well as one additional upcoming scheduled visitThe adjuster advised that she understood, but that we would need itemized documentation in order to support the higher amounts, and requested that Mrs [redacted] send us documentation as received in order to assist with the timely settlement of her bodily injury claimWe also advised that we would be checking in with Mrs [redacted] every few weeks for treatment updates, and on 12/18/Mrs [redacted] informed the adjuster that she would prefer to communicate by e-mail—while the adjuster was willing to accommodate this request, it did present additional delays in the settlement of Mrs***’ claimOn 1/10/2018, Mrs [redacted] advised that the [redacted] and urgent care physician would contact us to file their claims and provide the required documentation, but that she was having difficulty in contacting the emergency room to do the sameMrs [redacted] further expressed her frustration with our requirement to obtain medical records on 1/12/2018, to which the adjuster responded with links and information from the hospital’s website in order to better assist Mrs [redacted] with collecting this documentationWe received one emergency room bill on 1/16/2018, and the adjuster advised Mrs [redacted] that we still need medical records or an itemized version of this bill in order to support payment for the billed amountMrs [redacted] e-mailed the adjuster on 1/22/to inform that the emergency room bill had been adjusted, and advised that she would send an itemized version of the revised billOn 1/30/2018, Elephant received medical records from Mrs***’ primary care physicianMrs [redacted] asked for a settlement update on 2/8/2018, to which the adjuster responded with a list of the items we have received, and advised that we were still missing the itemized bill and/or medical records from the emergency room and her urgent care facility (as we only had a discharge summary from urgent care at this point) We also asked for an update regarding her physical therapy progress, to which Mrs [redacted] responded stating that she decided not to keep her physical therapy appointment, as she felt it was unnecessary since the prescribed medications and other suggested treatments were enough to resolve her injuryAs Mrs***’ willful refusal to accept physical therapy treatment indicates that the whiplash/strain experienced were of an incredibly low severity, this was taken into consideration during future discussions regarding settlement offers for Mrs***’ pain and suffering We continued our attempts to collect itemized bills and medical records from Mrs [redacted] through 2/28/2018, when Mrs [redacted] advised that she wanted to settle based upon the information that we had already receivedThe adjuster received management authorization to present a settlement, and e-mailed a chart to Mrs [redacted] confirming the billed amounts for treatment received (emergency room visit, urgent care visit, and primary care physician visit) and the one day of lost wages for time missed from work, and advised that we are anticipating a potential bill from the emergency room physiciansThe adjuster informed that the total for the bills received was still below the originally proposed settlement offer, and stated that we could structure the settlement into two parts—one for inconvenience, lost wages, and out of pocket expenses, and another part that would cover the medical bills received and also leave funds available for any potential bills not yet receivedWe asked Mrs [redacted] to provide amounts that she felt would be reasonable for those two costs, to which she replied on 3/5/that she is agreeable to our offer covering the received medical bills as long as the future bills would be covered, and proposed a settlement of $ [redacted] [redacted] for pain and sufferingThe adjuster responded on 3/7/2018, advising that while we do not expect to see a bill from the emergency room physicians in excess of $***.**, we would be willing to increase the limit for the medical portion of the claim in the case that the physician bills are higher than anticipatedHowever, the adjuster explained that settlements for inconvenience/pain and suffering can vary depending on type of injury, type of treatment received, length of treatment received, and many other factors, which is how we assessed this part of the claimIn Mrs***’ claim, there was one visit to the emergency room, one visit to an urgent care physician, and one visit to a primary care physicianThe injuries are soft tissue, meaning there were no broken bones that take significant treatment or time to heal, and Mrs [redacted] determined that her injuries did not require physical therapyThe impact to the vehicle was moderate based on the amount of damage to the vehicle, and only one day of time missed from workBased on these factors, we were unable to justify settling the pain and suffering portion of the claim at the $ [redacted] [redacted] requested by Mrs***Rather, Elephant came to propose an increased figure that more appropriately matched the severity of the injury and time missed from workElephant has not yet received a response to our 3/7/e-mail, but encourage her to reach out to her adjuster if she would like to accept our proposed settlement or negotiate furtherWe 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) [redacted] Sincerely, Gina K [redacted] Compliance State Manager Elephant Insurance Services

January 28, [redacted] Dear [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant reimbursed Mr [redacted] for the rental for his rental vehicle from the day that he obtained it through the day that work should have been completed on his vehicleThe shop that Mr [redacted] chose to use for repairs to his vehicle exceeded the timeline on their estimate by days The shop did not present a supplement for additional damage to support the delay in completion of repairs The shop that Mr [redacted] selected is not in Elephant’s network; therefore we do not guarantee their work and cannot cover rental expenses for their delayWe 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 [Provide details of why you are not satisfied with this resolution.]I did call them the fifteenth of November to tell them to cancel my policy It is not my problem if they do not adequately keep records of that I did fill out the form they are talking about on the 10th and when they sent me the updated policy cost I called to cancel because it was more than originally agreed upon It does not seem like you are very customer service oriented and if you have no problem stealing from your ex customers There should be no reason why they won't refund my money It seems like they conveniently didn't add my cancellation so they could keep my money Why did it take them so long to steal the money out of my account? If elephant is truly customer oriented they wouldn't be making it so difficult to get money back that was so obviously stolen from me! If there is really a person at the Revdex.com reading this it should be obvious what is happening I didn't eat for three days because these thieves stole this money out of my account with no warning! How can they sleep at night?? I told them that on the phone too! [redacted]

March 17th, [redacted] Revdex.com Serving Central Virginia, Inc Moorefield 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 for our policyholder On January 19th, Mr [redacted] was in an accident and his Honda CR-V EX required repairsAfter the facts of the case were determined, Elephant advised of the next steps to get their vehicle repairedMs [redacted] chose to go to a repair facility that was not in our Direct Repair Program; and our adjuster advised while he would be more than happy to work with them, the repairs would not be guaranteed by Elephant and if there were any delays resulting from the facility, the rental car would not be extended and any additional expenses would be the responsibility of Mrs [redacted] We then thoroughly explained that the repairs per the estimate received required five days of labor so the rental car coverage would only be extended for five daysOf course, if any additional damages were found during the repairs and the supplement was approved the rental car would be extended for the appropriate timeMrs [redacted] stated she thought she had more time per the policy contract than five days; our adjuster advised the rental car coverage is based on time to repair the vehicle, she agreed and understoodIn this instance, Elephant was advised that the repair hours would only be hours’ worth of work; we gave the body shop a total of hours to fix the Honda which is more than reasonableThe delays in repair were not caused by Elephant and as a result the rental coverage we were afforded stopped on March 7th, 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 (1-877-218-865) 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.Since filing my complaint with the Revdex.com, I contact the salvage company that Elephant stated that they usedBased on the mileage and state of the vehicle they too only offered a quote of $500, which I have attachedThus, Elephant used bad business practices in their salvage offer to meI presented them with now five salvage offers, three of them for $500, thus given the effort and frustration, the questionable business practices of Elephant and apparent flexibility in their salvage offers, and Copart's (Elephant's vendor) specific salvage offer for my vehicle of $I am not willing to accept a salvage offer of more than $Otherwise, I am willing to file an internal complaint with Elephant's holding company, the Texas Insurance Commission and a civil suit should Elephant continue to side with bad business practices and not treating customers fairly and honestly Regards, [redacted] ***

September18, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms***: Thank you for notifying Elephant of the concerns of our consumer We regret that there was a misunderstanding about the coverages that our consumer was purchasing, however the details regarding conversations with our service agents provided in the consumer complaint are inconsistent with our policy notes Our agent spoke to the consumer on 01/29/2015, specifically regarding adding an additional vehicle with comprehensive and rental reimbursement coverages to an existing liability only policy The agent advised that comprehensive coverage would not cover all types of physical damage losses to the vehicle The consumer requested that the agent explain what liability, comprehensive and collision coverages are The agent explained the coverages and provided quotes for multiple combinations of coverages The consumer stated that they would discuss the options with their spouse and call back On 02/02/the consumer called back to add the vehicle and requested multiple quotes, for comprehensive coverage with various deductibles The consumer chose a comprehensive deductible and added the vehicle When the vehicle was added, the consumer was issued new policy with a declarations page and a cover letter The letter instructs the consumer to review the policy documents and call the company if any information is wrong The declarations page details the coverages provided by the policy, and the premium associated with each The declarations page refers to comprehensive coverage as “other than collision coverage”The consumer called the company multiple times, to make payment arrangements and an address change, prior to the August accident, and did not question the coverages provided or associated billed amounts Elephant stands by our handling of the servicing of this policy and the processing of the related claim We strive to provide every policyholder with a positive customer service experience If I may be of any further assistance, please do not hesitate to contact me Sincerely, [redacted] Product 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 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

The worst insurance company I have ever dealt with in my years of drivingThey don't return phone calls they don't take care of any of their emails that they're supposed to be corresponding withMy vehicle was totaled and sitting at a body shop for weeks with no return calls

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 was traveling at a safe speed, I was actually going slower then anyone else on the road, and there is nothing or no one that stated otherwise It was flash flood conditions, the road was dark, I was on a freeway, and there was all of a sudden a deep pocket of water that I drove thru WIth it being dark outside, in a severe storm, as you can see from the weather conditions for that day in my area, I was being as safe as possible I was not able to see the black pocket of water, which happens alot in Houston My car sits low to the road and the bumber was torn off in the water Yes I was able to drive due to it just being the bumper There was no reason to contact the police since there was nothing else involved I contacted my insurance company as soon as I made it home The body shop agreed with my assessment of what happen, and said that they actually see the same thing often I have spoken with and filed a complaint with the Dept of Insurance, and have spoken with my new insurance company, who all agree, this is a comprehensive claim Also, I have attached Elephants own definition of Comprehensive claims My car was damaged by flood waters Flash Flood Waters That is pure Comprehensive I feel that the insurance company did not want to pay this claim in the first place since I was new with their company They also accused me of lying about how the damage occurred I offered several ways to prove it, all of which they never pursued This is just there way of causing me more grief then the grief they put me through just to fix my car in the first place I have also attached the weather conditions for this area on that day This happened after 9pm at night DARKFLASH FLOODSKNOWN FLOODING AREATHE CAR WAS DAMAGED DUE TO FLOODING ROAD CONDITIONS Regards, [redacted]

October 27th, [redacted] Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms [redacted] On September 3rd, Ms [redacted] and her sister were involved in an automobile accidentHer sister being the driver of the [redacted] was deemed to be at fault in the accident and after further review of the claim, the vehicle was found to be a total lossOnce our investigation was complete, we paid a total of $8,067.00; $4,to her lienholder to pay off the loan and the remaining $3,directly to Ms [redacted] With regards to Ms [redacted] ’s mothers personal injury claim, should she still have questions I would urge her to contact the injury specialist assigned to her claimWe 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

[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 10408429, and find that this resolution would... be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

October 27th, [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 September 21st, Ms [redacted] called in to update her payment information; however, a draft on her account had already been attempted and since the account was invalid the policy incurred a $insufficient funds feeOur customer service representative made an exception to waive the fee, unfortunately this was not done and her next month’s payment was drafted with the $insufficient funds fee and a $late fee for the prior payment being lateMs [redacted] regrettably had to call in to inquire again about her billingAt this time instead of a credit back to her account she wanted the $credited back to her account; we were able to do so on October 20th, 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, Toni MS [redacted] Compliance Specialist Elephant Insurance Services

Revdex.com Case Number: [redacted] Dear [redacted] ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns On October 28, 2013, Elephant Insurance was notified of a claim involving our insured, [redacted] During the course of our investigation, Elephant became aware that [redacted] ’s residence on his policy (as provided during his application for insurance) was a [redacted] A review of the call where [redacted] bound his policy revealed that he gave his physical address as [redacted] ***; this also the address given that [redacted] ’s vehicle was garaged at Elephant insurance used this address to calculate his premium for automobile insurance Our investigation linked the insured to the physical address of [redacted] Further investigation found that the insured vehicle was registered to this same address addressIt was noted that the vehicle was registered at the [redacted] address weeks prior to binding the policy and that at no time during his application for insurance did [redacted] mention being homeless After the information was recovered showing the vehicle garaged in zip code Elephant contacted [redacted] and asked for clarification about the garaging address of the vehicle [redacted] continued to maintain that his residence was [redacted] ***, which is clearly a U.SPost Office [redacted] has not provided any evidence that he resides at any other address other than [redacted] Elephant determined that the difference in premium charged was an increase of 25.1% based on [redacted] s address on [redacted] **Elephant Insurance considered [redacted] ’s representation of his residence as a U.SPost Office at the time of his application for insurance to be a misrepresentation materially affecting his premiumsElephant Insurance has decided to deny coverage to [redacted] based on his statements when applying for insurancePer [redacted] ’s policy: GENERAL PROVISIONS APPLICABLE TO ALL COVERAGE ATo determine your eligibility for coverage under this policy and to determine your premium, we relied upon the statements and representations you provided to us BWe may: Cancel or nonrenew this policy; and Deny coverage for an accident or loss; if you or any insured person: When applying for this policy: (a) Made incorrect or statements or representations to us with regard to any material fact or circumstance; (b) Concealed or misrepresented any material fact or circumstance; or (c) Engaged in fraudulent conduct This provision does not waive of our right to seek judicial rescission of the policy and a declaration that this policy, or any part of this policy, is void from its inception 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 [redacted] Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder [redacted] *** Elephant’s policy provisions allow us the option to use replacement parts that are of like kind and quality *** [redacted] vehicle was more than months old and had more than 12,odometer miles at the time of loss, which qualifies it for installation of LKQ parts The following chronology is taken from Elephant’s claim notes: 10/02/ ? Date of loss 10/03/ ? Insured reported loss ? Adjuster sent assignment to Direct Repair Shop to begin repair process & set up rental for insured due to vehicle being non-drivable 10/07/ ? Insured called and advised he no longer wanted to use [redacted] because he wanted all [redacted] parts to be used on his vehicleInsured advised he moved vehicle to *** ? Adjuster advised insured due to IV being more than months old & having over 12,LKQ or reconditioned parts would be used 10/10/ ? Innovation approved initial estimate $LESS $ deductible = $ ? Insured wanted the [redacted] estimate reviewed 10/21/ ? Sent independent appraiser to [redacted] to re-inspect vehicle due to initial estimate and ***’s estimate difference (***’s estimate = $10,LESS $ deductible = $9830.81) 10/23/ Sent [redacted] a copy of the approved estimate ? Insured spoke with a supervisor regarding proceeding with repairs ? Insured advised he wanted all [redacted] parts ? Supervisor advsd insured [redacted] parts could be used pending he pay the difference of the LKQ & OEM parts ? Insured did not wish to pay for the difference and would not authorize repairs unless Elephant agreed to pay 100% for [redacted] parts ? Supervisor advsd insured we would pay LKQ price Supervisor also advsd insured if he was not going to proceed with repairs we would need to end the rental Offered to allow insured to keep the rental for an additional hours ? Insured and insured’s attorney requested a denial letter stating Elephant was denying the claim ? Supervisor advsd Elephant was not denying the claimAdvsd we would cover the loss as a collision loss with a $deductible and pay for the price of LKQ or aftermarket parts ? advsd again of option to proceed w/ [redacted] parts and insured pay the difference - insured said he was denying that request 10/24/ ? Insured spoke with [redacted] regarding his request for [redacted] parts ? CM advsd insured we would work off of the approved estimate and not the request for all OEM parts ? CM explained the appraisal clause to insured and insured’s attorney, the attorney wanted to take that option 10/28/ ? Insured called with name of independent appraiser 10/29/ ? [redacted] confirmed receipt of independent estimate [redacted] insured’s attorney IV was a prior total loss and due to this we would hold off on sending out an IA until TL figures were complete 10/30/ ? Confirmed vehicle would be deemed TL ? CM ok’d rental to be extended addtl days and to reimburse ni for the fee paid to the independent appraiser he hired ? Total Loss adjuster spoke with insured and went over the total loss process and settlement ? Set rental for last day of 11/3/ ? Insured called TL adjuster back and advsd he did not agree with the TL settlement ? TL adjuster advsd we would accept any information insured would like to send showing the value should be greater 11/03/ ? Insured left voicemail for TL adjuster advising he had an independent appraiser coming out to appraise his vehicle to determine the value Please note that the rental reimbursement that Elephant has provided through 11/03/is in excess of [redacted] policy limits for the coverage We authorized additional days of coverage to allow our insured the opportunity to have his vehicle inspected independently Elephant strives to provide the best quality service to current and potential customers while adhering to all regulations of the [redacted] Department of Insurance in our operations Should you have questions or need additional assistance, please do not hesitate to contact me at *** [redacted] extension*** Sincerely [redacted]

Dear [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns [redacted] purchased a policy on June 14, with a licensed sales agentOn the recorded call, the agent reviews the quote with [redacted] [redacted] says she has been relocated with her job, but never mentions the relocation is temporaryShe states she is "I'm coming from Oklahoma and there is a different bodily injury." The agent asks if she is in Oklahoma now or back in Texas [redacted] states she is in Texas and she then provides a Mount Vernon, Texas address as her residence and garaging address Before the quote is bound (paid for), around minute 3:of the recorded call the agent questions [redacted] about the state issuance of her driver's licensesThe agent asks if the license is valid in the state of Texas and [redacted] states, "Oklahoma...There's a policy that I have days to get it doneWe gotta get everything transferred over before I can do that." The agent responds, "Yep, we just need to give you that heads up or we get in troubleSo, I just want to make it known you got days to do that, or they will cancel the policy, ok?" [redacted] responds reading from her online quote, "Yep, that's what is says." [redacted] requested her policy documents be mailed, and Elephant did so to the address on file in Texas as provided by [redacted] [redacted] never called again stating she did not receive these documents by mail [redacted] then was sent an Underwriting letter to her address on file in regards to her out of state license on July 11, 2014, stating that her policy would cancel on August 12, if the license information was not updatedThese letters are sent via [redacted] proof of mailing and were not returned to Elephant undelivered Due to no response, the policy was cancelled effective August 12, as noticedThe customer contacted Elephant on August and was upset the policy had cancelledShe was again advised why the policy cancelled and provided with information regarding her refund Unfortunately, the evidence supports that [redacted] was clearly told that her policy would cancel in days if she did not transfer her license and registration of the vehicle to Texas [redacted] communicated that she intended to do so, but then failed to do soThere was nothing fraudulent nor misleading about the sale of this policy to [redacted] 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, Complaints Coordinator

Dear [redacted] : Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns The policy holder, [redacted] ***, began a policy with Elephant effective 9/9/under policy [redacted] He began his renewal policy [redacted] , his 3rd term with Elephant, effective 9/9/ Elephant's first policy term with [redacted] *** was relatively uneventfulHowever, when the policyholder reached his first renewal entering term 2, he called in on September 8,2012, upset that his premium was changingThe agent explained that his policy was renewing under the current renewal rates filed with the Bureau of Insurance, which were a bit higherThe policyholder accused Elephant of fraudulent activity because he didn't like the rate increase, that he was now being billed monthly, he didn't like Homeowner's customer service, and escalated to a supervisorThe supervisor explained that [redacted] *** had paid one annual payment last term and could continue to pay in month or by one annual payment; he was simply being billed showing a monthly payment option On February 5,2013, the customer called in upset again because he thought he had paid for months but had gotten a statement for $premium dueHe was upset no one had called him and he had gotten an emailThe agent advised that he was receiving a paperless discount, which meant his statements came to email, and that our agents don't make outbound calls to customers to collect premiums [redacted] *** asked if there was an office he could go to [redacted] *** was advised that Elephant is a direct to consumer insurance agency, and as such, could be reached by phone or online, but there are no offices [redacted] *** demanded another supervisor, and then demanded an apology directly from the CEO for what he described as "scamming business practices." Elephant CEO [redacted] was available and returned a call to the customer on February with Operations Manager *** to further explained the billing systemSome invoice fees were waived as a one-time courtesy because the customer agreed to begin paying his invoices by check on a monthly basis The policyholder did not send his past due amount as agreed and cancelled for non-paymentHe called in on March 9, and was upset and irate with one agent, then again demanded a supervisor, then escalated again to Operations Manager *** who again attempted to explain billing to the policyholderThe policyholder seemed to understand the explanation and then paid the past due amount to reinstate his policy From this point forward, *** began attempting to call the customer on the 9th of each month to explain billing and accept payments in hopes to spare agents from his stressful behavior because our automated phone payment system had to be shut down for revamping and this seemed to be something that upset [redacted] ***This did not always spare agents, as [redacted] *** would continue to call in with questions and conduct himself rudely and unprofessionally, making statements like on 5/11/to agents such as, "you could be the next victim of violent crime" when he became irate with their service and *** was unavailable to personally take his calls However, his behavior and threats have continued to escalateOn September 3,2013, [redacted] *** wrote an email to [redacted] *** stating the company was lousy and he wanted the CEO to call him or "even better meet with" him, and quote, "Maybe I just need to report this BS to the Revdex.com !! I want to hear from him SOON !!" *** contacted him, resolved his current issue and collected months premium When he came due for payment again, [redacted] *** called again on April 9, 2014, escalated to *** and once again demanded to speak to the CEO over his continued billing dissatisfaction, Unfortunately, there were not billing issues, simply [redacted] *** not understanding the billing process, which is the same system used for all other customers On May ,2014, *** tried to contact the policyholder to collect payment and was unable to reach him [redacted] *** called on May and did let an agent collect payment, but not before arguing over the payment plans, his "billing issues", our advertising, and quality of customer service On June 25,2014, [redacted] *** called [redacted] *** personally to let him know that she was leaving the company and that other members of service would be happy to assist him with his payments around the 9th of each month until his policy renewed and he could be placed on auto payNo other customers received this type of call, which was a special effort by *** made only to attempt to keep [redacted] *** satisfied On July 10,2014, [redacted] *** called again demanding to speak to the CEO because he did not make his payment on the 9th and was afraid he would be cancelledOn the 10th, supervisor [redacted] called him attempting to take his payment because she had been unavailable on the 9th [redacted] *** would not talk with [redacted] and began arguing about the billing with herHe escalated to another supervisor, [redacted] He wanted to pay his entire balance due on the August payment, and as he was near his final policy payment, they were able to approve thisHowever, a payment technically was due on July 9, as several agents he contacted had tried to explain On July 29,2014, Call lD [redacted] , [redacted] *** called our Customer Service Department inquiring if [redacted] was availableHe was advised [redacted] shift does not begin until 1PM, to which he responds, "No wonder she is useless." He asks to speak to her supervisorA supervisor, [redacted] , takes the callHe states he cannot get assistance since the Operations Manager *** left [redacted] *** complains that he has requested proof of insurance and has not received itThe supervisor points out that it was sent by email and he stated to the agent he received it [redacted] *** says he cannot open the attachments and he requested by mailSupervisor states that there was never a request to send by mailHe begins to complain about not receiving documents requested and threatens legal actionHe then asks about billing issues [redacted] tries to explain the billingThe customer begins yelling at the supervisor, not allowing her to explain or helpHe continues to yell over anything the supervisor says and begins to threaten legal action and contacting the Revdex.com and news stations with "proof" that he cannot receive serviceThe supervisor patiently tries to respond, over which he continues to yell demands that the CEO be put on the line, demands an address to come have a sit down and make his complaintsHe then begins to curse our agent and yell louder at the supervisorThe supervisor patiently deals with the customer, despite him insulting her intelligence, stating she has no brains, continuing to curseThe supervisor request he respectfully provide a phone number in a professional manner, or she will disconnect the callHe ceases yelling for one moment to provide a phone number, then begins yelling again calling the agent an itThe supervisor thanks him for providing the information and says she is disconnecting the call and wishes him a great dayHe calls her an it before she disconnects On August 8,2014, supervisor [redacted] attempted to call [redacted] *** to assist him with his final policy term payment, as the 9th was a SaturdayHe began yelling at her stating he was waiting for the CEO to call him as that he has reported us to the Revdex.com, [redacted] advised that she was only calling to assist him with his payment and did not wish to discuss the CEOHe continued to scream at her, so she advised that she was disconnecting the call due to his abusive and foul language After reviewing the most recent recorded customer service calls, our CEO has decided he will have no further discussions with [redacted] *** at this timeWe do not have face to face meetings with any customers and would be reluctant to do so at this time with [redacted] *** due to his customer service historyIt has been years since the customer began complaining about Elephant service, threatening to cancel and take his business elsewhere, threatening legal action, Revdex.com complaints, and contacting the newsHe has now escalated into threats and harassment of our service representatives through his rude behavior, as reflected in the recorded calls If [redacted] *** truly believes that Elephant customer service is not acceptable, why does he continue to insure with the company almost years later? Elephant employees have gone above and beyond to attempt to provide [redacted] *** with exceptional customer service, but there is no appreciation ever given for these effortsAdditionally, Elephant will not continue to let this customer be rude, unprofessional, and irate with our agents who have tried desperately to provide a high level of customer service to [redacted] ***, despite his unwillingness to treat them with the respect they deserve [redacted] *** is currently delinquent $($in premium due and a $late fee)His policy term was to run through 9/9/14, but with the current delinquency, [redacted] *** has only paid equity through August and is set to cancel for nonpayment on August 28,This will leave a balance due if the attached Notice of Cancellation for Non-Payment of Premium invoice is not paid in full by the cancellation date If the remaining balance is not paid by the cancellation date, [redacted] *** will also not be renewed for his fourth termIf [redacted] *** makes his payment and chooses to renew, he will owe a down payment on his renewal policy as well because he did not make his renewal payment on time (days in advance) due to the current policy's delinquencyHowever, should [redacted] *** renew, Elephant customer service representatives will no longer be contacting [redacted] *** personally to collect his paymentsHe will be treated like all other customers who pay their bills on their own initiative and either pay his invoices when emailed or set his account up for auto payment The cheapest and easiest alternative for [redacted] *** to pay without having to understand billing is to pay the past due balance of $for the current term and his renewal annual premium in full of $($+ $invoice fee)If [redacted] *** wishes to have me personally collect his payments and set up his renewal policy, he may contact me at [redacted] extension ***If I am not available and he leaves a message, I will return his call as quickly as possible 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, Complaints Coordinator