Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the claim file for the claimantIn order to process a claim, Elephant needs cooperation from the insured involved in the accidentElephant’s policy contract,
which was approved by the *** *** ** ***, states that the insured must “cooperate with us in the investigation, settlement, and defense of any claim or lawsuit” in order to claim coverageThe claim was filed on July 13th, and the insured was e-mailed notification of the claim on the 13th, 24th, and August 2nd; called and left a voicemail to contact Elephant on the claim on the 14th, 20th, 24th, and August 2nd; and mailed a letter on July 25th advising that if the insured does not cooperate with the investigation, she will not be eligible for coverageElephant’s records show no calls from the insured’s phone number since the date of loss for the claimIn order to proceed with the claim, Elephant needs to speak with the insuredThe adjuster is continuing to reach out to the insured to obtain a recorded statement and proceed with the case, but Elephant recommends that the claimant file through his own insurance company if he would like to expedite the processThe adjuster will notify the claimant provide next steps on processing the claim if the insured contacts ElephantWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at *** *** Sincerely, JL*** Compliance Associate Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claim file for our policyholderThe shop conducting the repairs was chosen by the policyholderAn initial estimate was written on July 28th, and a check
was issued to the policyholder for repairs on July 31stThe policyholder later requested that the initial check be cancelled and that a new check be issued to the body shopThe check was jointly issued to the body shop and the insured on August 8th for the amount on the original estimateThe policyholder needed to use her vehicle while it was undergoing repairs, so she picked it up from the shop and complained that the repairs had not been done to her satisfaction when she got itThe policyholder called the staff appraiser and the adjuster on August 11th to say that she was upset with the quality of repairsThe policyholder sent photos of the repairs to the staff appraiser, and the staff appraiser questioned some of the repairs because they did not seem to match the staff appraiser’s estimateTo clear up the confusion, the staff appraiser and the adjuster called the body shopThe body shop advised that the policyholder asked if there was a way to repair the car such that she would not have to pay her full deductibleThe shop deviated from the estimate that Elephant made, and instead of replacing a vehicle part, the shop repaired the part to help save the policyholder moneyThe staff appraiser informed the shop on the call that all changes to the estimate should be sent to the staff appraiser for approval before starting repairsAt no point did the staff appraiser or the adjuster share recorded calls with the shop of choiceAny and all information shared was volunteered by the shop of choice and was relevant to the settling of the claimThe adjuster contacted the policyholder and informed her that Elephant’s job is to estimate the cost of repairs and pay for them, but it is the shop’s job to complete the repairs, and if the work is not completed satisfactorily, that is a matter for the policyholder to discuss with her shop of choiceElephant has not changed its estimate or the check for repairs, and payment has already been jointly issued to the policyholder and her shop of choiceElephant recommends that the policyholder contact her shop of choice for issues on repairs completedWe 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 *** *** Sincerely, JL*** Compliance Associate Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH)EIC and the PH reached a settlement agreement on 3/14/18. Payment will be issued when EIC receives all necessary documentationWe 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 Sincerely, C* Elephant Insurance Services

December 19, 2014*** ***
face="Times New Roman"> Revdex.com Serving Central Virginia, Inc Moorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear Ms***,
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer’s concerns.
I have reviewed the case file, please see below:
On 09-01-this customer, now a former policyholder, called in to purchase an auto insurance policy from ElephantAt time of sale, we advised about our autodraft processHe was specifically told the down payment and subsequent payments would be drafted from the card on fileOur agent went over the process in detail to confirm acknowledgement. Our agent stated “…make sure funds are available, we don’t mail a bill, we bill your card….” And then continued to advise “…If you miss a payment, Elephant may charge your card at a later date to cover any amounts past or currently dueDo you agree with the process? He said “Yes.” Our agent again advised “…We don’t mail a bill, we text an email five days in advance every month to remind you of your payment….” She then collected his cell phone provider at this time as she had previously confirmed his phone number earlier in the callSo not only was our former policyholder notified of the process at time of sale, he was receiving reminder texts five days before his payment was due. Additionally, he received billing invoices via mail and reminders via emailUp to this point, our former policyholder made no indication he was unhappy with our billing process. Elephant will not be refunding our former policyholder as it was funds owed for services provided
We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS*** 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 ***, 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,
*** ***
I really need help, Please reopen my casePlease........I have been frustrated beyond words and I really do not know what to doI have been treated unjustly in this entire process, and I don't know what else to doI finally got my car back on 8/26/I was phoned by *** rude lady stating that I needed to return the rental car by the end of the dayI asked if my car was repaired because just the day before *** at *** *** called me and told me that he is still working to get my car repaired, but Elephant Insurance does not want to pay for the damages from the wreckIn addition to this, *** from *** tell me that I need to take my car to *** and get a diagnostic and then they will pay for any further repairs deemed from the wreckI informed her that any repairs I was here for were only caused from the wreckShe said the repairs to the windshield was done, but my steering column was not going to be coveredMy car has 86k miles and at miles, I had it serviced by *** which I know everything was working fine, but after being hit by their client, it was making a popping noiseI informed her that I shouldn't have to take my car anywhere, I was hitI picked up my car and it was raining really badI get my and on Saturday, Sunday, and Monday, my back lights (only) refused to go offI contacted *** at *** *** and he told me to bring it in on Wednesday 8/31/*** and the lady (name unknown at the front desk at *** ***), both have been more than helpful and nice to me as the customer.I bring my car back, and *** is not there, so another guy helps me, then gets an attitude with me and goes in his office and calls *** with InnovationsLong story short I am sent away with a still damaged vehicleI have waited in a rental for over four weeks after I finally wascleared to bring my car to *** ***My car was damaged way back in June during the wreck, and I have been highly displaced and inconvenienced in this matter*** with *** had the nerve to boast about her years of experience and refuse to help me, and then she tells me well "it's not like it's a model car".I was very heated and told her to have a nice day, never disrespected her and I told her have a good day and got off the phoneThe number she gave me was to a guy named Trevor with Elephant, and he tells me he normally doesn't talk to customers.I told him she gave me his number and what was I supposed to do.We talk for a few minutes and then he states that he doesn't see the connection with the work done on my car to my lights staying onI repeatedly shared with him that I just got my car back, he acted up, I notified the company who worked on my car, what would he want done if he was in my shoes? He never called me back as promisedPlease help mePlease help mePlease Help MeMy car is my only way to bring/drop my twins to school each dayI don't know what else to doThis is truly unfair, and I feel helpless in this matter

December 23rd, *** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of Ms*** On March 29th, Ms*** purchased an auto insurance policy with Elephant via the online portalPrior to her submitting her payment information the quote indicated what her payment would be including her installment feeUpon purchasing the policy, included in her documents was the payment frequently asked questions or FAQs which also explained what the installment fee is and when it is assessedWhen she called into customer service to inquire about her payment we advised that since the policy was broken up into installments, a fee is calculated each monthIf she wanted to avoid paying the installment fees we could change her payment plan to a “pay in full” plan so installment fees would not be includedShe opted not to do thisWhen she inquired about changing her due date we advised that changing the due date would not eliminate the installment fees since she would still be paying in installments and not in fullWhen she spoke with one of our customer service supervisors he advised her of the sameShould Ms*** wish to avoid installment fees and move to the pay in full option, I urge her to contact our customer service department to make the updateWe 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*** Compliance Specialist Elephant Insurance Services

March 22nd, *** *** 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***I have reviewed the policy
and billing history for our policyholderMr*** called on March 3rd inquiring about his billingAn autodraft attempt was made on 02-16-2016, his due date; and on that same day he went to Elephant’s online portal to make a payment manuallyMaking the manual payment online did not cancel the autodraft attempt so both were processed from the credit card on file and the payment method made by Mr***There is no record on file for any correspondence via email or phone in February to indicate Mr*** requested to change the payment method stored on the policyAs of this time, the amount in question minus the fee has been refunded to the account on fileI urge Mr*** to call our customer service department to verify the correct payment method is on fileWe 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*** Product Compliance Specialist Elephant Insurance Services

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

A wonderful insurance company to have for all of your needsEven offers a lawyer for all issuesWorth the money and a pleasant customer service experienceHad *** and all other major insurance carriers, ELEPHANT has them BEAT!

June 22, MsS Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear MsS: Thank you notifying Elephant of the concerns of this policyholder PH)Unfortunately Elephant experienced enterprise wide system issued between
06/06/and 06/10/16. During this time we were unable to receive calls or view policy and claim filesOur records indicate that the PH agreed to our settlement offer for her vehicle on 06/14/and that we issued payment on the same day. Sincerely, CP Elephant Insurance Services

Dear ** ***:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns
The policy holder, *** ** ***, began a policy with Elephant effective 9/9/under policy ***He began his renewal policy ***, his
3rd term with Elephant, effective 9/9/
Elephant's first policy term with *** *** 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 higher. The 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 *** *** 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*** *** asked if there was an office he could go to*** *** 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*** *** demanded another supervisor, and then demanded an apology directly from the CEO for what he described as "scamming business practices." Elephant CEO *** 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 *** ***. This did not always spare agents, as *** *** 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, *** *** wrote an email to *** *** 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, *** *** 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 *** *** 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*** *** 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, *** *** called *** *** 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 *** *** satisfied
On July 10,2014, *** *** 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 *** called him attempting to take his payment because she had been unavailable on the 9th*** *** would not talk with *** and began arguing about the billing with herHe escalated to another supervisor, ***He wanted to pay his entire balance due on the August 9 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 ***, *** *** called our Customer Service Department inquiring if *** was available. He was advised *** shift does not begin until 1PM, to which he responds, "No wonder she is useless." He asks to speak to her supervisorA supervisor, ***, takes the callHe states he cannot get assistance since the Operations Manager *** left*** *** 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*** *** 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. *** 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 complaints. He 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 *** attempted to call *** *** 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, *** 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 *** *** at this timeWe do not have face to face meetings with any customers and would be reluctant to do so at this time with *** *** 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 *** *** 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 *** *** 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 *** ***, despite his unwillingness to treat them with the respect they deserve
*** *** 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, *** *** 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, *** *** will also not be renewed for his fourth termIf *** *** 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 *** *** renew, Elephant customer service representatives will no longer be contacting *** *** 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 *** *** 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 *** *** wishes to have me personally collect his payments and set up his renewal policy, he may contact me at *** 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 *** ***
Sincerely,
*** *** ***
Product Compliance Specialist, Complaints Coordinator

November 22, Ms* Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear Ms*: Thank you notifying Elephant of the concerns of our former policyholder (FPH)The FPH was incorrectly advised that her son had days to
obtain a valid license when she bound her policy, however Elephant did provide proper notice of the underwriting cancellation for 10/23/Due to the error at the time of bind, Elephant is refunding the $*** fee. Sincerely, CP Elephant Insurance Services

April 7, Emilee Nystrom 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***I have reviewed the claim file for Ms***’s 1/13/loss. This claim is currently open and we are in the process of settling bodily injury and property damage claims for an injured third partyElephant issued payment for Ms***’s totaled vehicle on 3/12/15, less than a month after the loss occurred. Please note that Elephant extended our settlement offer on 1/29/and that this offer was not revised prior to Ms*** accepting. Ms*** was assessed storage fees, because she delayed our settlement while pursuing damages against the injured claimant’s carrier. Our file does not show evidence of delays or unreturned calls on Elephant’s part. I also see no damages in the amount of, or offer to pay, $ Further, the file does not reflect Ms*** requesting reimbursement of her deductible. I am unable to determine the basis for Ms***’s demand for $864. Ms*** is not entitled to reimbursement of her deductible, as she is 100% at fault for this loss, in which she struck another vehicle in the rear
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, *** ** *** Product Compliance Specialist Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claims file for our policyholderOn January 26th, our total loss adjuster called Miss ***, left a voicemail, and e-mailed her that her vehicle was found
to be a total lossOur adjuster informed Miss *** that he would require the lender’s name & phone number, the loan number, and an original power of attorney signed by all persons on the title if Miss *** elected to turn her total loss vehicle over to ElephantOn February 7th, Miss *** called and said that she was concerned with how long it would take Elephant to tow away the total loss vehicleThe total loss adjuster sent a request to pick up the vehicle and told Miss *** that Elephant requires a signed paper copy of the Power of Attorney form for her vehicle, in accordance with *** state lawSince the form has a carbon copy, it cannot be faxed or e-mailedOur adjuster offered to have an Elephant appraiser in *** send the physical form to Miss *** to expedite the processThe field appraiser mailed the document to Miss ***Miss *** sent an e-mail on February 27th asking on the status of her claimOur total loss adjuster informed Miss *** that we still required a signed Power of Attorney formThe adjuster offered to mail the document again and also said that Miss *** can pick it out at a local dealershipThe adjuster stated that the document needed to be signed and mailed to the correct address, which he provided via e-mailOn March 15th, despite not having received the power of attorney form, which Elephant needs to process the claim, Elephant issued the payment for the vehicle to Miss ***’s lienholder to help Miss ***If Miss *** has specific questions regarding her claim, we recommend that she contact her total loss adjusterMiss *** can call into our Customer Service department to remove the total loss vehicle as of the date of lossWe 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 1-877-218-Sincerely, JL*** Compliance Associate Elephant Insurance Services

June 1st,
*** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of
Ms***While I understand Ms*** would like to cancel her policy with us effective May 12th, in order to do so we need her to give Elephant a call and speak with a representativeI have searched our database with two phone numbers she has provided and could only locate six calls that Elephant made to her; voicemails were left when possibleIn a few cases, the mailbox was full and we could not leave a messageWe have this requirement in place to protect our policyholders in the event someone obtains their information and attempts to cancel the policy for nefarious reasonsIf Ms*** has a different phone number or remembers the name of the agent that assisted her, I can certainly use those criteria to check our databaseOtherwise, I would encourage her to call in and speak to one of our representatives for assistanceWe 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 *** *** *** Sincerely, *** ** ***
*** *** ***
*** *** *** Tell us why here

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 12436513, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The respondent clearly did not review the complaintObviously the contract says treatment must be sought within days, and it wasTreatment however has continued beyond that and should still be reimbursedWhat if a surgery had been required, are the follow up appointments for the year after still the responsibility of the victim if it falls outside of days?I’d also like an explanation for why the adjuster said one thing verbally and then did another in writingThis violates the consent rule on contract validity under Texas state law. It is unconscionable that Elephant is sticking it to the victim of their insured’s irresponsibility behind the wheel.Moreover, I would like an explanation for the poor customer service I receivedI asked the adjuster to add her manager to the email chain and as of this writing she still has not done so.
Regards,
*** ***

Dear Ms*: I am writing in response to your April 6, letterThe documentation provided by our former policy holder (FPH) shows that she changed her physical address with the USPS. Unfortunately, the FPH did not appropriately notify EIC of her change in address. The address change is not relevant to the policy cancellation or the uncovered loss. The policy flat cancelled at renewal because the payment instrument on file for reoccurring payments was declined and no payment was made into the renewal term. Further, the renewal documents were delivered to the FPH electronically, to the email address on file. EIC acknowledges receipt of the 10/25/payment of $***. This payment was for bad debt accrued when a payment was missed on the expiring policy. The payment covered the earned premium for coverage that EIC provided up to the cancellation. The policy was not in force when the payment was made and the FPH declined to have it reinstated because the price was not satisfactoryWe 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

December 19, 2014*** ***
*** *** *** *** ***
*** *** *** *** *** ***
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*** *** *** ***Dear *** ***:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** ***
***. I have reviewed the policy and billing history for our prior policyholder. *** *** called to cancel her renewal policy on 10/12/2014, the day before its effective date. The agent who processed the cancellation made an error which resulted in erroneous chargesfor the renewal period. *** *** did called about past due charges, however the agents that she spoke with were unable to see the error and wrongfully assured her that her account was in order.On behalf of Elephant, I apologize for the error and the inconvenience it has caused *** ***Our accounting department has adjusted *** *** account and contacted our collections partner. Elephant will process a refund to MsBush’s on file payment method at the end of the month when the billing reconciles. Our collections partner will delete the account and remove record of it from MsBuch’s credit history.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, *** ** ***
*** *** ***
*** *** ***

My experience is that Elephant's rates feel like a bait-and-switch -- a great rate to get you signed on, and then constant changes and increases due to "new" information that was available to them at time of purchaseMy rate was raised by about $per year for an incident that A) happened a full year before I signed on with Elephant, B) I had disclosed to them at the time of the quote, and C) in which I was NOT at fault and the other driver's insurance took responsibilityElephant claimed it had just showed up on their "Clue Report." Another driver had backed into me while I was stopped, but I was deemed a higher risk factor by Elephant's underwriters for something everyone acknowledges I had no faultAfter reading numerous complaints on this site by customers with horrible experiences, I feel queasy about what I've gotten myself into with this company

January 6, 2015*** ***
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*** *** *** ***Dear *** ***:Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** *** ***
Insurance is a contractual relationship between the company and the insured. The policy contract defines the duties and responsibilities for both parties. Elephant’s policy specifically states that we may not pay damages to a third party without obtaining a verbal or written statement from our insured,detailing their account of the loss.I have reviewed the claims file for the loss that *** *** reported to Elephant on 11/29/2014. Between 11/29/and 12/17/Elephant attempted to reach our insured via phone eleven times and via letter three times. Elephant has contacted our insured at his on file phone number and address and at an additional phone number that we found during this investigation. To date Elephant has not received the requested contact from our insured; therefore any payment to *** *** on the insureds behalf would put us inviolation of our policy contract. *** *** was provided a claim denial letter, dated 12/18/2014; this letter will allow her to file an uninsured motorists claim with her own insurance carrier.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, *** ** ***
*** *** ***
*** *** ***