Elephant Insurance Services

April 14, 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 our former policyholder (FPH)Elephant’s customer service department processed the policy
cancellation for our FPH, however another department is responsible for cancelling an SR 22. Our customer service agent was not aware of the SR when the policy was cancelled. The information that the state of Virginia provided to the FPH detailing the need for the SR would have specified he need for an operators’ policy if the FPH did not own a vehicle. It is the responsibility of an individual who needs an SR to understand what is required of them. Elephant is unable to pay any fees incurred by the FPH, as it would violate insurance rebating laws. Elephant strives to provide the best quality service to current and potential customers while adhering to all applicable regulationsSincerely, CP 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
The policy we discussed with an associate on 1/29/states that we would have coverage on our *** *** *** we discussed full coverage and we were told that is offered by elephant however the appropriate name was comprehensive coveragewe asked if the policy would cover rental and collision damage and were told yes we advised the assosciate we except and were told we would be covered in the event of an accident whether we were at fault or if we weren'tElephant insurance is providing info they have ignored our request to resolve this matter internally therefore we reached out to the Revdex.com to obtain resolutionthey have refused to provide us with proof of the calls that were made to them regarding our policy and have failed on multiple occasions to dispense policy documents as we requested from themElephant insurance is in violation of our consumer rights, we have also reported this to the Fair trade commission due to the nature of our complaint
Regards,
*** ***

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the billing history for our policyholderThe policyholder purchased the policy online on August 16th, When purchasing policies online, customers must click a purchase button,
above which is a disclosure stating: “By clicking ‘Purchase’, I authorize Elephant Insurance to…initiate recurring debits for the payment of insurance premiums and associated fees from the card specified…I understand Elephant Insurance may debit my card at a later date to recover amounts currently or past due.” The due date for payments is the 17thAn invoice was sent to the policyholder on August 28th advising of an upcoming payment on the due date of September 17thNo payment was made, and a non-payment cancellation was mailed to the policyholder on September 20th advising the policyholder of the fees on his account for the payment being late and that the policy would cancel if payment were not made by October 2ndNo payment was made, and the policy cancelledAn e-mail confirmation of cancellation was sent to the policyholder on October 2ndOn October 17th, a notice was sent to the insured that his outstanding balance with Elephant was being sent to collectionsThe policyholder called in on October 20th, and the agent explained how the money owed to Elephant came from unpaid fees and the cost of coverage provided but not paid forFeedback was provided to the agent on proper procedure for transferring to a supervisor and on what to do when a supervisor is not immediately availableIf the policyholder has additional questions, we recommend that he contact our customer service departmentWe 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 Darla ***I have reviewed the policy and billing history for our policyholderOn January 16th, 2017, Miss *** called in to add a vehicle to her policyOur agent processed the
downpayment for this amendment on Miss ***’s sister’s credit card, with the permission of Miss ***’* sisterAt this time, the system mistakenly updated the autodraft to draw from Miss ***’s sister’s credit cardOn February 6th, 2017, the system drafted $*** from Miss ***’s sister’s credit cardMiss *** notified Elephant of the incident on the same day, changed the account on file back to a direct draft from an account, and made a payment from the updated account of $***For direct drafts, it takes approximately a week for the amount deducted to actually clear the system, so a refund could not be issued until the amount from the account clearedAfter reviewing Miss ***’* file, our accounting department has issued a refund to the card belonging to Miss ***’s sister for the full $*** that should arrive shortlyOur IT department identified the issue that caused this problem, and measures are being taken to prevent this problem from occurring on future policesWe believe that this resolves the issues in Miss ***’* complaintWe 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-***)Sincerely, JL*** Corporate Governance Associate Elephant Insurance Services

June 1st,
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, *** ** ***
*** *** ***
*** *** ***

September 2nd, *** *** 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 August 18th Elephant received Ms*** signed rejection form for Personal Injury Protection and on August 28th a refund of $was pushed through and credited to her account on fileWhile we do apologize for the delay in handling we have refunded Ms*** monies owed
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*** Product Compliance Specialist Elephant Insurance Services

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 28, *** *** 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 our former policyholder (FPH)We apologize in our delayed response and any misunderstanding regarding our FPH’s policyAfter review of the policy, Elephant has refunded $back to the card on file in two $transactions; this could take up to 7-business daysWe 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 Elephant Insurance Services

The day I made a claim, the agent informed me that my policy was going to cancel in days because I could not prove my address with a lease in my nameSo I asked her why haven't I received prior notice in regards to this matter either by mail or email? She said a letter was going out to me that day, which I never receivedOnly thing I received was a cancellation notice and reminder that my next payment would automatically be deducted from my checking account on 12/29/When I was with progressive insurance, I moved times and they never required me to give them a copy of my lease, where I'm living at right now, is with friends and I don't have a leaseThis company is SHADY , unreliable, and total inconvenienceNow I have to shop around for insurance again, pay another down payment again, so BEWARE!! Don't make any claims or they Will cancel your policy

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss Darla ***I have reviewed the policy and billing history for our policyholderOn January 16th, 2017, Miss *** called in to add a vehicle to her policyOur agent processed the
downpayment for this amendment on Miss ***’s sister’s credit card, with the permission of Miss ***’* sisterAt this time, the system mistakenly updated the autodraft to draw from Miss ***’s sister’s credit cardOn February 6th, 2017, the system drafted $*** from Miss ***’s sister’s credit cardMiss *** notified Elephant of the incident on the same day, changed the account on file back to a direct draft from an account, and made a payment from the updated account of $***For direct drafts, it takes approximately a week for the amount deducted to actually clear the system, so a refund could not be issued until the amount from the account clearedAfter reviewing Miss ***’* file, our accounting department has issued a refund to the card belonging to Miss ***’s sister for the full $*** that should arrive shortlyOur IT department identified the issue that caused this problem, and measures are being taken to prevent this problem from occurring on future policesWe believe that this resolves the issues in Miss ***’* complaintWe 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*** Corporate Governance Associate 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

Revdex.com Case Number: *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr*** ***I have reviewed the file for Mr***, and found that Mr***’ adjuster spoke with him on 1/10/and advised that the calculation for his total loss settlement
would be completed the next day on 1/11/2018, and that we would reach out to him to discuss the matters of obtaining a rental vehicle and the settlement offerWe also advised that there appeared to be a delay with the piof his totaled vehicle due to the snow in his areaAs promised, the next day on 1/11/we attempted to reach Mr*** in order to present the settlement and rental vehicle offers. Mr*** did not answer the call, so the adjuster left a voicemail to let him know that we sent an e-mail to Mr***’ advised e-mail address containing the details of our settlement offer, and requested that he return our call to discuss the settlement and the next steps in obtaining the rental vehicleTo date, we still have yet to hear from Mr*** regarding how he wishes to proceed. As such, we encourage Mr*** to reach out to his total loss adjuster at his earliest possible convenience, so we can complete the total loss process and resolve his concerns. 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, Gina K***
*** ***
*** *** ***

Re: ID # ***- Elephant Insurance Services, LLCElephant refunded the money the day after I let them know I filed a complaint.Thanks for all your help*** ***Re: ID # 11245572- Elephant Insurance Services, LLCElephant refunded the money the day after I let them know I filed a complaint.Thanks for all your help*** ***

Dear *** ***:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer’s concerns
*** *** complains that she reinstated her vehicle policy after cancelling for non-paymentShe further states that the issue was an
incorrect bill and that a supervisor admitted it was an error on the company’s part. *** *** has a history of delinquent and late payments since beginning as a customer with our company, resulting in multiple billing issues*** *** has been behind on her payments for several months, making payments, but never paying the balance due in fullShe had received several notices of cancellation for non-payment of premium On May 15, *** *** called in on our recorded lines and spoke with an agentThis was the date her policy had cancelled due to non-payment of premiumShe had no equity left in her account to continue the policy past that date, and she had received a Notice of Cancellation for Non-Payment of Premium, dated 4/28/stating that she would cancel on 5/15/if the total on the notice had not been paidThe amount due was $Further, she was sent an email on 5/13/reminding her of the impending cancellation
On May 15, *** *** had already cancelledShe requested to pay with a check, which cannot be accepted as payment on a cancelled policy nor one impending cancellation due to the amount of time the EFT takes to clear the bankThis was explained to the policyholder, and she was upsetShe then tried different credit cards, both of which were denied for insufficient fundsOur agent offered to process the payment by breaking it up between the cards*** *** responds that is ridiculous and that she would just let the policy lapse, call back on Monday and pay the past due amount, and then insure with another company
However, on May 21, the policyholder calls back to inquire about reinstating the policyOur agent advised they could start the policy back, but due to the time that had passed, the policy would be reinstated with a lapseShe is advised she has to pay the outstanding balance of $for coverage already provided, which she does on that day after trying different credit cardsShe is advised $is needed to reinstate the policy with a lapse and obtain enough equity for coverage to be reinstatedShe asks again to pay by check. The agent tells her a check cannot be accepted for a reinstatement payment, so the policyholder states she will
call backShe was advised the amount needed may vary slightly when she did call back based upon where her policy was in the billing cycle
On May 23, the customer called and bound a rewrite of the policy for 12:AM on May Due to a system error, the agent only initially requested $to reinstateAfter accepting that payment, the billing system updated and showed that an additional $was required to bring the policy to the full equity needed to prevent cancellationThe customer was advised that a request was being sent to accounting to review the policy and determine why it had errored
As a result of money being owed to keep the account in good standing, an email generated on May requesting the policyholder make a payment of $which was past due on May The customer called on May and was advised to wait until accounting reviewed to make sure the account payment was correct and if the amount could be spread outShe called again on May and was advised the same thing, but was asked to call back the following day. Accounting confirmed the amount due and an invoice for $was generated on 6/4/with the past due balance of $and the payment now coming dueThe customer did not contact Elephant again, nor did she make any further paymentsA cancellation for non-payment again processed on 6/11/stating that if the $was not paid by 6/30/14, the policy would cancel
On 6/22/14, a service agent contacted the policyholder and left a voicemail to follow up on the billing issues, advising the amount was due and could not be spread out on future invoices, as it would not allow any equity in the account to provide coverage
On 6/23/The policyholder called and claimed she had been told not to worry about the payment due at allThe agent corrected the policyholder and said they had tried to help her with the payment, but there was not enough equity in the account to pay for coverage being provided
The policyholder called again on 6/24/and stated we were at faultThe agent again attempted to explain the equity needed in the account and that we could not continue to provide coverage not paid forOur service supervisor tried to arrange a payment plan with her to prevent the cancellation, but told the policyholder the $past due had to be paid by the 27th to prevent the cancellation, and the full balance had to be paid by July or the cancellation would become permanantShe made a partial payment of $that day and was advised that $would need to be paid on 6/27/to prevent the policy from cancelling under that payment arrangement
On 6/27/14, the policyholder called and only paid $She was advised that $was the remaining balance to keep equity in the policy and continue coverageThe policyholder called in on 6/28/and asked for an extension on the NPC
The agent advised that an NPC cannot receive an extension. She stated the supervisor told her she could continue to make small paymentsOur agent corrected the policyholder and states that the service agent had set up a payment required by the 27th, which hadn’t been metThe policyholder called back and escalated to a supervisor again and was told the same thing
The policy cancelled on 6/30/per the proper notice due to the fact the payment arrangement of the past due balance was not met by the policyholder
On 7/4/14, *** called to verify coverage with the customer on the lineThe agent was advised the policy cancelled on 6/30/The policyholder stated she understood it was going to be 7/4/The service supervisor agreed to extend coverage until 7/4/to help the customer prevent a lapse between coveragesAs a result, a final invoice was generated stating that $was now owed for the coverage afforded between 6/30/and 7/4/
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,
*** ** ***
*** ***
Elephant Insurance Services,

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
[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 for our policyholderThe policyholder called in on December 22nd to cancel her policy effective on December 28thThe policyholder said she wanted to cancel her
policy that day because that was when the payment was scheduled to draftThe agent advised that when the policy cancelled on the 28th, the policyholder would be sent an e-mail showing if there was a refund or a balance due upon cancellationThe agent did not state that a refund was guaranteed or that there wouldn’t be any outstanding amount dueThe agent did stop the policyholder’s monthly paymentPrior to the policy’s cancellation, the policyholder had made several amendments increasing coverage and adding newer vehicles to the policy that increased the rateWhile the coverage took effect when the transactions were made in November, payments for the changes were due to start in DecemberWhen the policy cancelled on December 28th, the policyholder still owed money to Elephant for the premium increasing amendmentsElephant’s billing systems automatically drafted this amount from the policyholder’s account on the 28th, and Elephant’s billing systems currently show that the policyholder does not have any outstanding payments owed to ElephantThe policyholder called in on the 28th to discuss the charge, and two agents and a supervisor explained that the amount drafted was owed to Elephant due to the premium increasing amendments made in NovemberThe call on December 22nd was reviewed by management, and the agent did not commit to a refund or say that the account would close without any funds due to ElephantThe manager did state that overdraft fees caused be the draft could be refundedWe 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

July 18, Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear MsS: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)Because this FPH came to Elephant
without current insurance and presented a claim the day after the policy incepted, this loss was automatically referred for special investigation. This is standard practice and is not a reflection of the FPH. Because the accident was not reported to the police and the vehicle was driven away from the scene, Elephant needed to verify the date of the loss. Elephant is unable to change the fault determination or the coverage under which we paid the damages. While operating a vehicle an individual has the duty to maintain proper control. If the speed at which the FPH was traveling was great enough to damage the vehicle, it was too fast for the road conditions. Additionally, the FPH did not maintain proper lookout for obstructions in the roadWe 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

October 20th, *** *** 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***On October 12th after Ms*** provided proof of residency for *** and stated that she was no longer engaged to her fiancé in *** where she shared residency, Elephant’s Underwriting Department made the exception to renew her policyWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS*** Product Compliance Specialist Elephant Insurance Services

Revdex.com:
I do not accept this offerAll of my vehicles are garaged in Texas as I have a Texas address and have been living in Texas for yearsThis also doesnt satisfy my requirements because when I dropped one of my vehicles from the policy the representatice told me I would still have to pay the full as if all vehicles were still insured which is not the caseI am not asking for back payment I am however asking for my new policy and payment amount be applied now rather than laterI was told and I have the policy showing with me dropping the vehicle my payment amounts will be 85ish dollars instead of the Youe company is asking that I pay the for all vehicles when only vehicles are insured. 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,
*** ***

September 2nd, *** *** 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 August 18th Elephant received Ms*** signed rejection form for Personal Injury Protection and on August 28th a refund of $was pushed through and credited to her account on fileWhile we do apologize for the delay in handling we have refunded Ms*** monies owedWe 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*** Product Compliance Specialist Elephant Insurance Services