Elephant Insurance Services

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

January 21, [redacted] Revdex.com Case Number: [redacted] Dear [redacted] ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of [redacted] Elephant automatically renews policies days prior to the expiration of the current policy term, this allows our policyholders time to make a decision about whether or not to purchase the renewal Our billing system does automatically generate invoices for the renewal offerElephant notes that [redacted] contacted us on 1/9/and 1/19/15, to advise that he does not want to purchase the renewal policy that we offered We have noted the system accordingly and [redacted] will not be charged for the renewal 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]

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. ***. I have reviewed the policy. The reason why the policyholder was asked to remove the vehicle is because of a lack of insurable interest (ownership) in the vehicle. The vehicle in question belonged to... someone who lived with the policyholder, but was not related to them. Information on the owner of the vehicle was not submitted in the online quote. The lienholder of the vehicle contacted Elephant on September 21st to verify that the vehicle had comprehensive and collision coverages. While on the call, the lienholder disclosed that the owner of the vehicle was not the policyholder. A letter was mailed to the policyholder on September 29th saying that if proof of insurable interest (ownership) of the vehicle was not provided or by October 19th, 2017 12:01 A.M., then the policy would cancel. The vehicle was removed on October 4th, and the policy is in-force. Elephant notified the insured as soon as we became aware that it did not meet our underwriting guidelines. A time period was provided for the policyholder to address the issue, and the issue was addressed. If the insured driver has additional questions, we recommend that he contact our customer service department. 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 (***) ***-***. Sincerely, J. L [redacted] Compliance Associate Elephant Insurance Services

April 15, [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] Ms [redacted] Virginia Auto Policy includes Towing and Labor Coverage This coverage is detailed in form PP and in the corresponding insurance identification card This coverage is state promulgated and covers the following perils: 1) Towing, 2) Battery Jump, 3) Flat Tire, 4) Fuel Delivery and 5) Lock Out Ms [redacted] cites information contained on Elephant’s website, stating that delivery of fluids is detailed as covered This website provides all possible coverage options, the provisions of Ms [redacted] ’ Elephant policy determine the coverage provided to herWe regret the misunderstanding; however we are unable to provide coverage outside of that detailed in our 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 1-877-TRUNK (1-877-218-865)Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

Dear Ms. Atkisson: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***. I have reviewed the policy and billing history for our policyholder. Miss [redacted] called in at 11:00 A.M. on March 10th, 2017 to ask why her bill was higher. The agent advised Miss ***... that her bill was higher because the system was unable to automatically draft her payment on her due date, so it levied an insufficient funds fee on her account. Miss [redacted] said that she paid on time, and the agent reviewed the billing history, saw that Miss [redacted] paid after the system tried and failed to draft the amount due, and reversed the insufficient funds fee. Miss [redacted] requested to make a payment for the regular monthly balance, and the agent processed the payment. Miss [redacted] then called in an hour later and advised that the system had processed her card four times. The agent reviewed her account and saw that the card had mistakenly been processed multiple times and advised Miss [redacted] that Elephant would submit a rush refund request. The agent advised that due to having to process the refund through the banking system, the fastest that Elephant can offer a refund is within 3 to 5 business days. The refund has cleared Elephant’s billing systems, and they have been issued. If Miss [redacted] incurred any overdraft fees through her bank, she can submit documentation to our customer service department for a potential refund if the overdraft fee was found to be the result of Elephant’s draft on her account. We apologize for any inconvenience that Miss [redacted] has experienced. 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 1-877-21 TRUNK (1-877-218-865). Sincerely, J. L [redacted] Compliance Associate Elephant Insurance Services

December 19th, [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 Mr [redacted] The information provided in the case file regarding some of his personal information does not match what we have on fileDue to privacy and security purposes I would not be able to currently address his concerns, if there is a policy number he can provide we can certainly reviewAdditionally, if there are items Mr [redacted] needs to update on his policy I urge him to log on to the customer portal or call Elephant Customer Service 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 *S [redacted] Compliance Specialist Elephant Insurance Services

October 13, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear MsS: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)I have reviewed the policy notes and claims filed by our FPHThe FPH had a loss in August, for which we have a police report on file saying that the vehicle was struck while unoccupied Elephant assessed the vehicle and investigated the loss The damages sustained by the vehicle are not consistent with it having been struck while unattended The officer who wrote the report was not present when the vehicle was struck; he completed the details based on the FPH’s statementsThe FPH had a loss with us in December of last year We issued payment for damage to the insured vehicle as a result of that loss The damage was not repaired prior to this loss; we are unable to pay for the same damage a second timeOur FPH purchased loan/lease payoff coverage in June of The vehicle was refinanced in March of for an amount in excess of that due on the original loan, had those payments been made in accordance with the terms of its agreement The difference between the payoff amount that should have been due on the original loan and the actual cash value of the vehicle at the time of loss is less that the total of the collision deductible and the damage from the December loss No payment is due under this coverageWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at [redacted] Sincerely, [redacted] Product Compliance Specialist Elephant Insurance Services

April 22, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear MsS: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH)I have reviewed the billing and payment history for this PH with senior leadership in our service departmentThe billing and payment history is accurate and no refund is due to the PH Elephant is currently preparing an itemized statement of the account history, which we will send it to the PH Elephant has also waived late fees incurred during the PH’s dispute, as a courtesy 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, CP Elephant Insurance Services

November 13, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA [redacted] *: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)Our FPH had multiple terms on the same policy, due to a policyholder requested cancellations and rewrites Our policy notes detail several attempts to explain the billing and amounts due to the FPHThe FPH cancelled prior to the expiration of her first policy term, while owing payment for adding a vehicle and a driver Payment for these changes was billed but not paid When the FPH called to rewrite the policy, we advised that payment was still due from the canceled policy term The FPH made the required payment and started a new policy term The FPH subsequently charged back the payment made to restart the policy, which is why we drafted a payment after cancellation of the policy This procedure is in accordance with our established procedure and is communicated to policyholders with their issued 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]

August 10, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: [redacted] Dear Ms [redacted] Thank you notifying Elephant of the concerns of our policy holder (PH) Please find a chronology of Elephant’s handling of the 06/24/loss below: 6/30/– PH called upset and mentioned that the body shop was giving her the run aroundOur PH did not purchase rental coverage with her the policy, hence the impact of the shop’s actions on herOn the same day we spoke to our PH, informing her that her vehicle may be a total loss The PH was upset at this news7/7/– Elephant spoke to our PH to provide the valuation of the vehicle and discuss settlement options The PH wanted to get a second opinion because she did not feel the vehicle was a total loss7/12/– Elephant spoke to Lien Holder and obtained payoff amount Elephant called the PH to advise what we had learned.7/13/– PH called and alleged that Elephant had not spoken to the lien holderElephant called the lienholder again, to discuss, and returned the PH’s call.7/20/– PH called to ask why payment had not been made and emailed alleging that Elephant lied about payment having been made Elephant replied clarifying that we never said payment was about to be made; the lien holder still had not sent the necessary documents7/21/– Elephant contact the lienholder and they advised, for the first time, that our PH needs to make an upfront payment of $before they will generate any letter of guarantee for usThe lienholder apologized for not having communicated this to us previously.Elephant called our PH to communicate this new information Later the same day our PH confirmed making a payment to the bank.Also on this day, the Supervisor of the total loss adjuster called our PH to discuss the file The PH expressed understanding of the situation7/27/– The required documents arrived, from the lienholder and payment was issued the same daySincerely, [redacted] Elephant Insurance Services

Good afternoon,I am unable to locate this consumer in our policy issuance system by name or phone number May I please have a policy number?Thank you,CP

July 7, 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)Elephant cancelled the policy on 6/10/16, effective 6/3/ We were unable to process the cancellation on 6/6/because of a systems outage Elephant has issued a refund of all unearned premium to the FPH Elephant does not charge a cancellation fee, al refunds are calculated on a pro-rata basisWe 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, CP 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.As I already stated - I have called in TWICE to elephant insurance to cancel my insurance! On the 12th and the 14th! BOTH times I spoke to a customer service representative that told me my insurance was cancelled THAT is why I am so frustrated and have taken to filing a complain with the Revdex.com! 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 Elephants response, they verified the customer service supervisor, as did 100% of every Elephant employee I spoke to on the phone, told me prior to each renewal, a Motor Vehicle Record (MVR) was obtained from ***, each stating my license was suspended. I called Elephant today, to try to obtain a copy of those three MVR (renewal 2014, 2015, 2016). No matter who I spoke to, no one was allowed to share those records, or had access to them. I had left messages for Mr. L [redacted] , but was hoping any rep. could share those MVR reports. Finally, after several requests for MVR's, Mr. L [redacted] appeared on the phone. He said Elephant could not provide a copy of the MVR, as they NEVER requested a MVR. EVER. Not for any of my three renewals. WOW!!Mr. L [redacted] admitted, after listening to all my phone call recordings, that EVERY employee misled me. They all said [redacted] reported my license suspended, and I need to deal with ***, NOT Elephant, that [redacted] made the mistake. Mr. L [redacted] admitted on a recorded line, that EVERY Elephant rep. I spoke to was incorrect in their actions, and again, no MVR was EVER requested. Keep in mind....the manager of Customer Service Supervisors, Elizabeth, who oversees all of customer service and their supervisors, repeatedly told me this was a [redacted] mistake, as they had reports from [redacted] pulled prior to every renewal, showing suspended. That was 100% lies.Please keep in mind, nothing on my part has changed in over three years, except I added two vehicles recently purchased. ZERO tickets, accidents, claims, suspensions, miles driven / year, location of residence, location of vehicles, drivers (I am single, so ZERO other drivers, zero kids, etc). The only change was that Elephant noted my account as suspended license based on their MVR request, which now they admit they don't pull. So my status with Elephant changes from suspended (never suspended w/ ***) to valid, and they can save me $ [redacted] EVERY month? They claim it is based on the long length I have owned my vehicles. Two of the three I recently purchased, one last year, the other 2 years ago. That makes ZERO sense.Mr. L [redacted] admitted they made horrible mistakes at every turn, never requested a MVR, and in fact, Elephant just recently (recent months he shared) became able to run MVR. Prior, they were not able to run them as they claim FOR ANYONE prior to renewal. He also claimed they are retraining all employees due to my case, so this doesn't happen again.I don't care about Elephants retraining. I only care about my horrible C.S. experience, being hung up on EVERY call, and my increased premium for 36 months. Why should I pay for THEIR mistake? I still demand the difference in premiums.There is no regaining my lost time, but I would like to reclaim my wasted money. Regards, [redacted]

September 17, 2015 [redacted] BBB Serving Central Virginia, Inc. 720 Moorefield Park Drive, Suite 300... Richmond, VA 23236 BBB Case Number: [redacted] Dear Ms. ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH). All policies issued by Elephant are accompanied by a Payment Frequently Asked Questions document. This document specifically states that we may charge a late fee and a nonsufficient funds fee if we change the date of a scheduled draft. I have reviewed this policy and verified that this document was sent to our PH with their renewal policy, as well as with their new business policy in 2014. I have emailed this document again, for our PH’s review. Elephant’s billing fees are approved by the state prior to being implemented. 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] ( [redacted] ). Sincerely, [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 has yet again to provide documentation and/or the mythology used to determine the pre-wreck value and the after wreck value. This information is vital to determine if Elephant Insurance and its Third Party Appraiser failed to consider standard industry protocol to total a car was never used, never considered.As to the statement I should speak to the Adjuster, in an email dated June 28, 2017, Walter Rivera refused to provide this requested information. Further more, Elephant Insurance has failed to prove that their offer of [redacted] is fair. For example, if the car is worth [redacted] and needs [redacted] worth of work, it's not worth it and will generally be labeled as a total loss. Generally, the cutoff is somewhere in the 70% to 75% range. In this case, the car is considered to be a total loss except for the value of scrap metal or potentially salvageable parts. An appraiser can check the damage done to a wrecked vehicle to determine the totaled car value. Using this information, Elephant Insurance would have to value my pre-wreck value over [redacted] to justified spending [redacted] in repair cost. In my submitted Diminished Value Report my vehicle was valued at [redacted] .. If a car is totaled and covered by insurance, the owner should receive the value of the car (pre-wreck) in cash from the insuring company. This money can then be used to buy a new car. Because of this, most people generally decide not to attempt to repair totaled cars, however, another party will sometimes purchase them as a project or for an automotive class.Again please provide documentation and/or the mythology used to determine the pre-wreck value and the after wreck value you used to determine your diminished value offer is a true and fair. Regards, [redacted] ***

Dear MsAtkisson: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss [redacted] I have reviewed the policy and billing history for our policyholderMiss [redacted] called in on March 6th, to cancel her auto insurance policy with ElephantOur agent stated that a refund would be processed within to business daysBy business day, it’s meant Monday through Friday, excluding federal holidaysBased on this measure, Elephant would have until March 20th to issue the refundMiss [redacted] called in on March 9th, and asked about the status of her refundThe agent advised that the refund had been initiated, but had yet to clear Elephant’s systems and advised that it would take 7-business days from the date of the refundMiss [redacted] called on March 15th, to check on the status of her refundOur agent said that it would take 7-business days, and that it could take up to two weeks based on how business days are definedMiss [redacted] requested a rush refund, but the agent advised that since her refund had already been processed, to request a rush refund would reset the process, and that she would receive her refund more quickly if she waited instead of resetting the processMiss [redacted] then requested to speak with a supervisorThe supervisor advised Miss [redacted] that 7-business days is not the same as 7-daysWhen Miss [redacted] requested the supervisor’s name, he gave his first name, but not his last name, which is standard for customer service agents to protect their privacyMiss [redacted] requested the name of the first agent she spoke with, and the supervisor gave her first name as wellOur records show that the refund was issued on March 19th from Elephant’s billing systems on the credit card that Miss [redacted] used to originally purchase the 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 1-877-TRUNK (1-877-218-865)Sincerely, JL [redacted] Compliance Associate Elephant Insurance Services

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,*** *** 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 thousands 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 because I live in a RV that has not move for years

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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!
*** ***

I would just like to say this company is highly unprofessional and lacks in professional etiquetteI purchased full coverage insurance and had water damage to my car due to flooding rainThe state of Texas adjuster Craig b*** failed to help me resolve my issue and they denied my claim after towing my vehicle to a shop it sat there for weeks only to have him tell me my claim was denied and that he would return my car on the final day I calledThen the shop that it was towed to was broken in toSo now I have a broken car and no one will return my callsI keep getting the run around and every agent I talk to says someone will call me backI finally got so fed up I had my car hauled back to meAfter weeks of this company being deceitful and lying The only thing left to do is report a bad faith claim and hope that they hire someone of expert intelligence to get the job done for many other people that use this insurance Hopefully the elephant doesn't get anymore business and this posting makes people aware that this insurance company is a joke and lacks any professionalismI still haven't received an exact answer as to why my claim was denied but I do know I will take my business else where