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

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]

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

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

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

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.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] ***

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 [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]

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]

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

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

[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: 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

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]

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

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]

"Verdana","sans-serif June 17th, [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 Ms [redacted] On May 14th, Ms [redacted] purchased a policy with Elephant effective for May 21st, When filling out the application she indicated she had no lapse of insurance in the last three yearsElephant, like most companies use prior insurance status as one of many rating factors to determine premium and as a result we independently verify it much like pulling a motor vehicle report to determine if someone has any tickets or accidentsWe do realize that not all insurance companies voluntarily report a customer’s policy activity so sometimes we need our policyholder to obtain what is called a “proof of coverage” letter in order to verify continuous insurance coverage; this letter provides the effective dates and any cancellations through the policy historyIt is a common practice throughout the insurance industry to request this letter for verification and any of Ms [redacted] ’s prior insurance companies can easily provide this information to herIn many cases she can contact her former companies online for the letterUnfortunately, the declarations page and ID cards cannot be used as prior insurance verification because while they have the effective dates of the prior policy, they do not take into consideration any cancellations that may have happened in between those datesElephant advised Ms [redacted] , once we receive the proof of coverage letters we will be happy to reverse the endorsement and amend the policy reflecting no lapseWe would certainly hate to see her leave and look forward to receiving the requested information so we may serve her insurance needs 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] Elephant Insurance Services

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