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
I faxed my bank statement and w I never received a response from the insurance company I don't understand why I had to fax additional information when the policy was active and paid on timeThe representative basically said the reason for not repairing my van was because I resided in one state and worked in a state that elephant didn't underwrite in
Regards,
*** ***

no incorrect elephant inssent that cancellation notice when the 17th passed as if that was still my due date just like they did last timeand your confusing meyou tell me $*** is due by 2/6/then why would you try to draft my account on the 27th? you put me under the impression that I had till the 6th to pay and the amount would be *** so I assumed that was what I owed and when it was due so I no longer thought the 27th was no longer the due date so I didnt put money on that card thats why it failed cuz yall said I had till the 6th so im not paying the non payment fee of ** or whatever and im not paying ** dollars cuz its not the 7th so ill make this easy either accept *** on or by 2/6/or get nothing cuz ill be activating this other companies policy instead shes just waiting for me to say whenand after my first payment that should have been ** or so ended up being almost DOUBLE that cuz again was confused by yall I was told to accept the rejection form additional coverage or it would be added I made it clear I did not want it and when I got a form stating rejection form I clicked accept ..however what it really said was I accept the additional coveragehis wording is what caused that he said accept rejection policy so I thought I did abd why would accepting additional coverage be on a form that says REJECTION OF ADDITIONAL COVERAGE FORM on it? its misleading especially the way he explained it to me also I called immediately after finding out they sent forms again I corrected it and thought we were goodno yall refused to let me pay my original amount and still charged me even tho yall just accepted my rejection of that coverage so honestly yall charged me for coverage that was not ever used and was not even active for me period how can you say thats fair??!! so wrongfully forced to pay about double the payment last month and now yet again same thing due to confusing info from this companyi have never been so by a company beforeso accept *** by the 6th or you get nothing from me and ill take this coverage from this other company instead and to be honest I would like what you charged me last month for coverage that wasnt ever used or actively applicable to me I think you should refund that additional cost you accepted my rejection letter how can yall charge me at the same time you get my form that states I reject it? im beyond confused and frustrated so whats a better idea? either try to force added fees that are wrong and lose my business or make it right accept ** on 6th and retain all future insurance payments from me? seems you would get more that way but your choice

January 13th, *** *** 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 of our prior policyholder, please see below Mr*** stated he cancelled his policy on November 15th, 2015; however, there is no indication he called or emailed Elephant to cancelOn October 19th, he purchased a second policy with Elephant and on November 10th called to inquire why the payments increased, one of our agents advised due to the mandatory addition of the Personal Injury Protection (PIP)Our agent also advised that if he did not want this coverage, he could return the rejection form and we would remove the coverageElephant resent the rejection form via email and while on the phone he confirmed receipt; Mr*** signed and returned the form on the same dayAt no time did Mr*** inquire or indicate that he was interested in cancelling his policy; and since he signed the rejection form, we have to assume he intended to keep the policyWe at Elephant have a detailed procedure around cancelling policies; so even if a note was not left on the policy we can check the transactional history to follow the agent’s footstepsIf Mr*** called to cancel, while we would hate to have lost his business, the cancellation would have taken affectMr*** also received documents from us after November 15th and did not call or email to indicate a change was supposed to have been made 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 ** *** Product Compliance Specialist Elephant Insurance Services

Dear ** ***:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer's concerns
** *** is concerned that there are conflicting dates of coverage, possibly reflecting a lapse in his coverageHe also has concerns due to an underwriting request that resulted
in a pending amendment and possible payment due, both of which have been remedied at this point
** *** purchased his policy effective 6/15/and chose a month payment planAs part of a underwriting review, the previous policy coverage reported was verifiedDue to lack of reported information from other insurers, Elephant asked the policyholder to obtain a proof of coverage verification from him previous insurers, or to participate in a wall call confirming the coverage was in force at the limits reported
The underwriting request was sent on July and the policyholder was given a deadline of August 9, or the coverage would be amended to reflect a lapseUnfortunately, the policyholder did not take action until August to submit the requested informationTherefore, the amendment, which had been made as noticed, was then reversed upon receipt of the requested verification
As a result of the amendment which was later reversed, the policy premium for the current year temporarily changed and reflected further premium due for the current month payment termOnce the amendment was reversed and the policy updated, this premium was no longer due in our system
Elephant cannot randomly increase premium on a policy without an action allowed by lawInsurance is a regulated industryVirginia law allows companies and Underwriting Period to verify rating information and to amend policies if the information is found to be incorrect upon notice to the customerThis is why ** *** received a Notice of Adverse Underwriting, as required by law, in regards to his policy asking for the information and providing a date by which response was required or the amendment would be effective
I have reviewed ** *** account thoroughly** *** policy periods are correct in our system as 6/15/to 6/15/This is also reflected on his current policy declaration page, his ID cards, as well as the right hand side bar of our new customer portalThe information that ** *** is currently concerned within the my Elephant portal is a date range of 8/11/2014-6/15/showing in the mainframe of the portalThis is also showing identifying information as a policy period, but it is actually a transaction period for the most recent policy transaction to reverse the underwriting amendment upon receipt of the requested information, which occurred when we received the information requested
I have been partnering with IT to address why ** *** portal is reflecting this information when it is correct everywhere else, including on his declaration page and ID cards where it is most important, as those documents are the legally binding documents displaying current coverageUnfortunately, as the myElephant portal is a new system for customer service, we acknowledge that there are some small bugs that need to be worked out
IT has reported the issue being addressed and an update that will address this error should be available in 2-weeksIn the meantime, ** *** can view his documents in the portal and be assusred by the information reflecting on his current declaration page reflecting the policy period of 6/15/to 6/15/
Ultimately, the goal is to provide customers with better access to their current insurance policies and billing informationWe appreciate ** *** feedback regarding how this information was displaying in his portal so that we can address the confusion and provide a better customer experience
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

Dear Ms***
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the policy for our policyholderThe policyholder signed up to create her policy onlineIn order to create a policy, the policyholder had to confirm that
Elephant “may debit your card at a later date [than the due date] to recover amounts past or currently due.” The policyholder’s account was on autodraft for the monthly premium, and the May 6th payment was unable to be processedOn May 9th, a notice was mailed to the policyholder stating that if a payment for $*** were not made by May 22nd, the policy would cancelElephant received no payment and our records show no calls from the number listed in our systems for the policyholderOn May 22nd the policy cancelled, and an e-mail was sent to the e-mail address listed on the policy that the policy cancelledOn June 6th, a letter was mailed to the policyholder advising that she owed Elephant $*** for coverage that was extended beyond the payments that Elephant received, and that if payment were not received by June 20th, the account would be sent to a collections agencyOur records show no contact from the policyholderThe billing system attempted to draft the remaining funds owed to Elephant and was able to obtain the funds on June 15thElephant had obtained consent when the policyholder purchased the policy, and Elephant notified the policyholder of the amount that was due to Elephant prior to the draft occurringIf the policyholder has more specific questions or would like to reactivate her Elephant policy, we recommend that she contact our Customer Service department at the number listed belowWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) 218-Sincerely, JL*** Compliance Associate 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,
*** ***

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
Regards,
*** ***
I have numerous emails showing my attempt to contact elephant, as well as phone callsI'd be happy to get records of all the times I was on the phone with elephant or attempted to reach someoneMark, the total loss claim rep assuaged to me, admitted, on the phone, that he had not done what he was supposed to doNot only he, but my account at was transferred to another total loss rep and she told me mark had been out and that he should of sent info/original Check weeks ago and that she didn't know why it was never sentThe ball was indeed dropped, and the manner in which my whole case was handled was unprofessional and appallingSurely all of the phone calls are recordedSo need be, we can go the route of pulling all calls and getting phone records, I would be happy to take that routeI'm requesting the small amount of *** for the inconvenienceIf you do not comply my lawyer will be in contactThank you

Dear Mr*** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***On November 11th, Ms*** called Elephant to purchase an auto policy and when our licensed sales agent went over the
coverages on the policy he advised that the cost of the policy was contingent on returning the Uninsured Motorist (UM), Underinsured Motorist (UIM) and Personal Injury Protection (PIP) waiver formsWe advised that if she did not return these forms within fourteen days the coverage would be re-added and the policy premium would reflect the higher amount; she understoodOn November 13th, Elephant received the UM/UIM and PIP forms; Ms*** indicated in writing that she wanted these coverages added to her policy, we did soOn December 13th, Ms*** called in to ask why the policy increased; we advised that per the form she signed we added the coverages to her policyAt this time she indicated she did not want these items so we resent the waiver form so she could reject them; she was able to do so while on the phone with our licensed Customer Service agentWe amended the policy to reflect the waiverOur agent advised that the current amount that was due on December 16th was still owed and that this payment included the pro-rated cost of the coverages that were not waivedAt this time she wanted us to extend the payment out ten days which we did and on December 22nd we received an email from Ms*** to cancel her policyDue to privacy and security concerns regarding this type of transaction we advised her to call in, she could not do so and on December 28th she emailed us again regarding the situationElephant sent a cancellation request form to the email address on file; however, Ms*** chose to call in and when she did we made the exception to back date the cancellation to December 22ndA credit was issued back to the account on file; however, since the optional coverages were added effective November 16th and not removed until December 14th, the prorated portion for these coverages was deducted from the refund as these were monies owed for services renderedThe credit issued to Ms*** was correctWe 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*** Compliance Specialist Elephant Insurance Services

My debit card was stolen at Christmas and they weren't able to get my automatic payment They cancelled my policy at 2:am and notified me via emailI called them at am the same day to give them my new card info and they raised my rate *** a year I was on the phone with them for over an hourThen they feed me some garbage that they were doing me a favor by not charging me a higher rate for having a lapse in my policyIt gets better Then they took my payment and told me I won't have coverage until the next day

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,
*** ***This is unacceptable. They are not telling the truth about the conversations I had each time calledAnd in NovWhen my payment came due all they drafted was $***If owed any more it should have been drafted thenBut I repeatedly asked do I owe anythingAnd again I was told no I had a zero balance even when I called to cancel in DecI was told the same thingI need a resolve of the auto draft that was taken from my accountIn the amount of $***. In have read other complaints against this insurance and others have had the same problems I am havingThis insurance company has lied numerous of times to me and to other consumer's. Thank You Patricia ***

September 21, *** * Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA
Revdex.com Case Number: *** Dear *** **
Thank you notifying Elephant of the concerns of our former policy holder (FPH)Elephant has not reported the claim that our FPH’s lienholder submitted as an at fault loss. The claim was classified as fault unknown. Elephant has verified that we reported the fault as unknown and we have provided our FPH with a letter of experience that she may give to her current insurance company. We are unable to remove the record of the loss being reported to us, as it would violate our terms of service with our vendonSincerely, CP Elephant Insurance Services

November 22, 2016 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

The Revdex.com spoke with the businessTheir business records indicate that this check was sent to the customer on July 29,

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. I don't agree with the response because they never advised me that optinh out of outo draft was not an optionI specifically told the rep that I wanted to cancel the auto draft because I had not budgeted for that ammount and did not have sufficient funds in that account and wanted to make sure they would not auto draft that account to avoid any other fees fir meI asked the rep a few times to confirm and she assured me that she was putting a stop to the auto draftI have filed a police report against this company for drafting my account without my authorization because what they did was fraud I did not authorized them to auto Draft my account I had asked them to put a stop on it and they filed to do so.Thank you for your assistance,*** ***
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the billing history of our policyholderThe policyholder’s account was not being drafted automatically, but payments still had to be made on the due dateWhen the payments were
late, the policyholder was charged late feesWhen the policyholder called in on December 15th, the agent did say that the policyholder would be refunded the double payment and fees and that the policyholder’s due date had been changed to the 15thThe policyholder then called on the 20th because she hadn’t received the refund in feesBoth an agent and a manager advised the fee had been waived, so it would not be refundedThe manager also stated that the fee had not been paid yet, so it won’t show up on the next billThe manager also stated that the fee included in the policyholder’s last payment had been refundedCustomer Service leadership did review the call, and the agent’s manager was notified of the mistake in advising that Elephant refunds feesElephant did refund the most recent late fee that was paid, waived the upcoming fee, and waived the fee to switch off of autopayWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at (877) ***-***Sincerely, JL*** Compliance Associate Elephant Insurance Services

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 in on Friday April 7th and asked why his policy cancelledThe Elephant agent advised that
the policy had cancelled on April 7th due to nonpaymentMr*** said he probably missed the letter because he moved and that he also would like to update his addressThe agent advised that Mr*** had three days, Friday, Saturday, and Sunday, to reactivate his policy without a lapse in coverageThe agent advised Mr*** that the cost to reactivate his policy would be $***Mr*** called in on Sunday, but Elephant’s Customer Service department is not open on Sundays, so Elephant was unable to reinstate Mr***’s policy at that timeMr*** made a payment through Elephant’s phone system for the outstanding balance on the policy, but this amount was less than the amount required to reactivate the policyMr*** called in on Monday April 10th to reactivate his policy, but the agent advised that the reactivation period had lapsed and that Mr*** would need to get a new policy with ElephantAfter reviewing the call on Friday, we have determined that the agent on Friday should have informed Mr*** that Elephant’s Customer Service department is closed on Sunday and that Elephant should honor the offer of reactivation for Mr*** provided he pay the difference between the amount he paid on Sunday and the reinstatement amountOn Monday April 10th Elephant contacted Mr*** and advised his policy was still eligible for reactivationMr*** called in and his policy was reactivated without a lapse in coverage for the original reinstatement amountWe 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*** Compliance Associate Elephant Insurance Services

Dear *** ***Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of* *** *** *** purchased his policy on 10/17/for an effective date of 10/17/ *** *** cancelledthe policy effective 10/28/2014.*** *** was advised that he would
receive a refund within to business days *** *** followedup with Elephant on 11/18/2014, when he had not received his refund Our records indicate that therefund was credited to *** ***’s credit card on 10/21/2014.We regret the delay in processing g the refund and apologize for any inconvenience to *** *** Ourbilling system was updated in late October and early November and some refunds were delayed We strive to provide every policyholder with a positive customer service experience If we can be of anyfurther assistance, please feel free to call us at *** *** *** Sincerely*** ***

September 2nd, *** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding Mr***’s responseSince Mr*** has specific questions regarding his billing and the Elephant portal I have reached out to Customer Service to have a representative contact him to help him walk through signing in the portal to ensure the information on file is accurateAdditionally, it appears his billing is correct as we have received his signed Personal Injury Protection form; however, our licensed agent can also explain his payments and coverages in detailWe 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, Toni MS***
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Revdex.com:
I have reviewed the offer 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
All along the process, I kept the insurance company updated with the progressI received authorization every single time I contacted and asked for extension of rental vehicle. Furthermore, Elephant insurance not even once mentioned that I will not get reimbursed if the work is not complete by a certain dateI think it is the responsibility of Elephant Insurance to make sure work is done on time or penalize the body shop for the delayNot the customer!I also requested Elephant Insurance to assist me in making sure that the work done by body shop is in compliance with the appraisal and payment made to the body shopI feel that some parts installed on my vehicle are not same as approved by the adjuster and body shop has put on either used or junk parts
Regards,*** ***

August 10th, *** *** 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 Mr***On July 22nd, Mr*** purchased an auto insurance policy via the Elephant websiteAt the time, he selected his desired coverages which did not include uninsured motorist (UM) or personal injury protection (PIP)Upon receiving his policy documents, the PIP and UM forms stated what each coverage entails and includes the option to select or reject these coveragesLater that day, Elephant received the PIP and UM forms indicating coverage was accepted and signed by Mr***On August 3rd Mr*** emailed us inquiring about his billing as the premium had increasedOne of our licensed customer service agents advised this was resulting in the fact we received his signed form indicating he accepted the additional coverageWhen Mr*** stated that he did not want these items, our agent via email sent a new form for him to fill out and signOnce it was received back, we updated his policy to reflect the changeWe only completed the desired transactions of Mr***
With regards to the customer service portal, Mr*** had keyed his birthday as 07-30-so when he tried to access the portal and keyed his actual birthday, the system did not recognize his information as this is one of the key items in the verification processThe portal should be accessible to him now that his date of birth has been updated in our systemTo date, we are unsure if he has tried to log in and/or register with the siteWe advised of this through email correspondence between the dates of August 3rd, through August 10th, 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, Toni MS***
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