Elephant Insurance Services

"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

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

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

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

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

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

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]

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

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]

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. 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

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

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!
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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