Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the policy history of our policyholderMiss *** bound her policy herself online on March 26th, She put another driver on the policy who had a driver’s license that did
not match the policy stateFor any driver’s license that does not match with the policy state, the website generates a message saying “An underwriting representative may contact you for updated, in-state driver’s license information.” A letter was sent with certificate of mail to the address provided by our policyholder on March 30th requesting proof of a valid and active driver’s license for the added driver on her policyThe letter stated if the information was not provided, the policy would cancel on April 19thThe policyholder did not provide Elephant with the requested information, so the policy cancelled on April 19thElephant is refunding the policyholder all unearned premium and worked with the policyholder to ensure that she did not have a lapse of coverage between Elephant and her new insurance carrierWe 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-***-** *** (1-877-***-***)Sincerely, JL*** Compliance Associate Elephant Insurance Services

August 11, *** *** 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)Elephant does not charge a fee to change the due date on a policy. Our policy notes reflect that we advised our FPH that she would need to make an equity payment if she wanted to change the due date. This is not a fee; it is premium to keep the policy in force until the selected due date. Our service agents tried to explain this as a price per day for coverageOur policy is to process refunds to the original payment method. Our agent did advise that a refund via check could take up to days to arrive via USPS. Our policy notes reflect that this FPH was going to call back on 7/23/15, to advise if she wanted her refund processed to her card or via check. When the FPH did not call back, the agent requested the refund via our process. Our billing system shows that the refund cleared on 7/28/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 Elephant Insurance Services

March 17th,
*** ***
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 the
concerns of Mrs***
I have reviewed the claim file for our policyholder
On January 19th, Mr*** was in an accident and his
Honda CR-V EX required repairsAfter the facts of the case were determined,
Elephant advised of the next steps to get their vehicle repairedMs***
chose to go to a repair facility that was not in our Direct Repair Program; and
our adjuster advised while he would be more than happy to work with them, the
repairs would not be guaranteed by Elephant and if there were any delays
resulting from the facility, the rental car would not be extended and any
additional expenses would be the responsibility of Mrs***We then thoroughly
explained that the repairs per the estimate received required five days of
labor so the rental car coverage would only be extended for five daysOf
course, if any additional damages were found during the repairs and the
supplement was approved the rental car would be extended for the appropriate
timeMrs*** stated she thought she had more time per the policy contract
than five days; our adjuster advised the rental car coverage is based on time
to repair the vehicle, she agreed and understoodIn this instance, Elephant was advised that
the repair hours would only be hours’ worth of work; we gave the body shop a
total of hours to fix the Honda which is more than reasonableThe
delays in repair were not caused by Elephant and as a result the rental
coverage we were afforded stopped on March 7th,
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-
TRUNK (1-877-218-865)
Sincerely,
Toni MS***
Product Compliance Specialist
Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** ***I have reviewed the claim file for the claimantWith respect to the damages at the front of the claimant’s vehicle, both the claimant and Elephant’s insured advised that the insured rear-ended the
claimant’s vehicle, and the claimant’s vehicle did not hit anything in the frontThe body shop chosen by the claimant advised that there was nothing to indicate damage to the sides or damage to the front of the vehicle was related to the rear-end impactBoth the independent appraiser, who is not an Elephant employee, and Elephant’s property damage desk review team concurred that the damage was not related to the rear-end collisionBased on these agreeing opinions, Elephant found that the damages are not related to the accident, and thus Elephant is not liable for repairing those damagesWe also reviewed contact history with the claimant, and the adjuster responded to the claimant within a reasonable time frameIf the claimant has additional questions or would like to discuss the claim in-depth, we recommend that the claimant contact their claims adjusterWe 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

December 09, *** *** 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 policy file for our former policyholder Ms*** contacted Elephant on
10-12-regarding her renewal policy packet and the auto-draft pay plan
During the course of the call and policy review, Elephant’s agent updated the
file with new information given by Ms*** making corrections where
applicableAs a result the premium increasedMs*** advised she would not
be taking up the renewal and wanted to delay her October paymentOur agent
informed her that while we could delay her payment we could not take her off
auto-draft as that is the only option for the pay plan she selectedShe
understood On
10-20-2015, Ms*** called in regarding a text message she had opted in for
as a reminder of when payments were dueOur agent confirmed the October
payment would not draft; however, we again informed her that we would not be
able to remove her from the auto-draft payment optionMs*** understood With
regards to the $142.52; this is the prorated amount from the time Ms***
updated her policy to the expiration date(10-13-to 11-25-2015)When we
updated her policy, we advised that this was the pro-rated amount due; she
agreedWhen Elephant did not receive the payment a month later, we drafted the
account on fileElephant cannot refund the $earned premium as it is for
services rendered on the prior termWe 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:NegativeElephants response is inaccurate and dishonestFor starters I still to this day am not allowed to log in and fix my policy or even view my policy and haven't been able to since signing up with them periodI tried to give the benefit of the doubt, but I literally tried seconds before writing thisThey have since sent me forms to change which I have doneHowever they're still over-charging me this month for no reasonTheir staff takes over a week to respond to any inquiry at all which is absurd business practice to begin withIn the odd event I do get ahold of their customer service, it's like taking to a wallI get the run around every single timeAnd here we are weeks later and a simple problem has not been fixedHands down the shadiest business practices I have ever been subjected to.
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.That is a lie, you need to go back to the previous date, because you will clearly hear that she did not explain everything until the work has been completed and before I had made a choice as to what shop I was usingRelook and listen to every phone call made between us and you will hear this
Regards,*** ***

Revdex.com:
I have reviewed the 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 have attached our policy with this response, no where in our policy does it state that we would be at the mercy of an agents discretion of "reasonable repair time." Our policy is in black and white we did not reach the maximum days or cost of what we are allowed in our policy for rental coverageWhen we signed up with Elephant we agreed to pay Elephant monthly for them to provide auto insurance for our familyWe held up our end by keeping up to date with payments and following our consumer guidelines as our policy states when an incident occurs, unfortunately Elephant did notThe auto shop we chose, as we are entitled to do, needed to submit a supplemental claim for damage they found after the initial diagnosisElephant at that time failed to factor in the extra work and left the "reasonable repair time" as it was from the original claimThe only answer we received when trying to find out why they were not following our policy was "sorry you used an out of network repair shop." Since we had to pay out of our own pocket for the rental car (days of the rental was paid by me) when we had a remaining we would like to be reimburse.
Regards,
*** ***

September18, *** *** Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear Ms***: Thank you for notifying Elephant of the concerns of our consumer. We regret that there was a misunderstanding about
the coverages that our consumer was purchasing, however the details regarding conversations with our service agents provided in the consumer complaint are inconsistent with our policy notes. Our agent spoke to the consumer on 01/29/2015, specifically regarding adding an additional vehicle with comprehensive and rental reimbursement coverages to an existing liability only policy. The agent advised that comprehensive coverage would not cover all types of physical damage losses to the vehicle. The consumer requested that the agent explain what liability, comprehensive and collision coverages are. The agent explained the coverages and provided quotes for multiple combinations of coverages. The consumer stated that they would discuss the options with their spouse and call back. On 02/02/the consumer called back to add the vehicle and requested multiple quotes, for comprehensive coverage with various deductibles. The consumer chose a comprehensive deductible and added the vehicle. When the vehicle was added, the consumer was issued new policy with a declarations page and a cover letter. The letter instructs the consumer to review the policy documents and call the company if any information is wrong. The declarations page details the coverages provided by the policy, and the premium associated with each. The declarations page refers to comprehensive coverage as “other than collision coverage”The consumer called the company multiple times, to make payment arrangements and an address change, prior to the August accident, and did not question the coverages provided or associated billed amounts. Elephant stands by our handling of the servicing of this policy and the processing of the related claim. We strive to provide every policyholder with a positive customer service experience If I may be of any further assistance, please do not hesitate to contact me Sincerely, *** Product Compliance Specialist Elephant Insurance Services

The policyholder, *** *** filed the same complaint with the *** Department of Insurance, the state regulatory agency that determines if insurance laws have been violatedThey have closed *** *** complaint without instructing Elephant to proceed any differentlyPlease see the attached correspondance from the *** Departmet of Insurance documenting their decision to close the complaint
Elephant maintains that the claim has been handled in the manner required by law for the specific facts of this claim and policyIf I can be of further assistance, please let me knowThank you

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,
*** ***

July 7, *** * Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear *** ** Thank you notifying Elephant of the concerns of this policyholder (PH)I have reviewed the call during which our adjuster discussed shops with the
PH. The adjuster clearly states that the shop the PH chose is not a direct repair shop, but that the shop is certified. Sincerely, 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
This message is regarding reply to complaint,(per-recorded conversation with *** ***, seat belt sensor, not being consistent with car having being struck while unattended)Police report stated car was struck hard enough to push car on sidewalk(infinity dealer stated if car was stuck with a lot of force sensor would go off, this is general information). Officer completed report based on his investigation of the crime seen and vehicle. (per recorded conversation with *** ***) I inquired if the seat belt sensor could have remained on from previous accident reported to Elephant auto (December 2014)*** stated that the " The adjuster noted in reports that the senor was not on".(furthermore) I can also provide documents that the vehicle was repaired with my own funds in which elephant adjuster was aware of when he inspected the vehicle at the location in which auto was repaired.3.Policy for loan lease was created on JULY (recorded conversation)I also relayed to rep that I had recently refinanced through new institution JANUARY Rep took new info and also covered me with road side assistanceRep never stated that prior refinancing would be a conflict of interest to loan lease policy agreement( I requested loan lease policy document via email from *** ***, she never replied).Elephant Auto has issued statement, policy infoLegal action has been taken.Thank you for you assistance,*** ***

[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,
*** ***

September 6th, *** *** Revdex.com Case Number: *** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs***On August 5th, Mrs***’s stepson was involved in an incident and
had to file a claim with ElephantWe reached out to the driver on August 6th to obtain facts of the loss; however, was unable to reach him and could not leave a voicemailOn August 8th we spoke with Ms*** and advised that we needed to speak with her son, the driver of the vehicle; she understoodOn August 9th we called out to both her and her son; however, they couldn’t be reachedOn August 10th we reached out to Ms***’s son but there was no answer and on August 11th when Ms*** called for a status update we advised that we still needed to obtain the facts of loss; she understoodOn August 11th, our adjuster was able to speak with her son and obtain the facts of loss and proceed with the claimOn August 25th we afforded coverage as our investigation determined the policy was in order and on August 26th we found the *** *** *** was a total lossCurrently we have provided Ms*** a rental vehicle and have advised her to submit any receipts where she incurred out of pocket expenses so we can reviewWe are still assessing the file regarding the total loss settlement and once this is complete we will reach out to Ms*** to advise her of her options and the next stepsWe 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

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.They should remove it because its a claim and no accident happenThe letter they gave me just said its not my fault but I never had an accident or filed a claimThe lienholder did and then drop it immediatelyI will be getting attorney to a civil suit against elephant insurance
Regards,*** ***

July 7, Revdex.com Case Number: *** 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 6/3/16. 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, all 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 *** *** *** Sincerely, CP Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claim file for the claimantThe claimant reported the claim on May 16th, 2017, and was advised that Elephant would contact her before the end of business on May 17th,
The claimant called the claims department at 11:A.Mon May 17thThe claimant called again on May 19th, and the adjuster explained that Elephant needed to contact our insured for a recorded statement before proceeding on the claimThe adjuster also explained that if the claimant would like to expedite the process, the claimant has the option of filing through their insurance company, and Elephant can contact the claimant’s insurance company on our findings of the claim to potentially assist with covering any deductibles that the claimant may haveThe adjuster also explained the claims process on May 23rd explaining the outcomes if the insured did contact us and if the insured did notElephant called the number provided by the claimant to reach the insured multiple timesOn May 25th, Elephant was able to get a recorded statement from the insured and was able to move ahead on repairs to the claimant’s vehicleIf the claimant has specific questions about the claim, we recommend that she contact her adjusterWe 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

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.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,
*** ***

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
Continually
stating that the other driver obtained injuries from the accident doesn't make
it soI don't know how else to say it any other way. PLEASE READ THE
POLICE REPORT! There were no injury’s reported nor possible as there was no
impact
LET
ME SAY IT AGAINTHERE WAS NO IMPACTThe other driver’s car rubbed against
mine as we attempted to leave the parking lotThe
witness on the scene informed both the other driver and the police officer that
he had it all on videoBut instead of reviewing the policy report, asking for
a copy of the video or statements from the witness at the incident, Elephant
Insurance continues to make comments to justify their actions and have done
nothing to base their decision on the facts of the incident
The
accident was two cars moving at less than miles an hourNO IMPACTIt
was two bumpers rubbing against each otherYour continued comments that
the driver incurred injury’s due to the incident is falseAny
injurys claimed by the oyther drive though may be true they have them it is
that they were cause buy the incident
Elephants
only justification and facts given as to why the injury claim was paid is as
follows
Damages
were greater than $**The
other river hired a lawyer and suedAn
injury report was filed
What
I would like Elephant to do is:
Read
the police reportDemand
the release of the eye witness comments and video reported to the ***
PoliceBase
their decisions on the what actually happen and not what a law suit attorney
threaten them with
Any
medical issues reported where present prior or incurred after as our two
bumpers scratching each otherIt was not and will never be caused by the
accidentThe medical claim is and fraudulent and Elephant did not do their
duty as an agent for me to request the facts of the incident, speak with witnesses
of the accident nor ask to see the videoElephant Insurance took the easiest
road of least resistance and simply paid out a claim and then reported a body
injury on my insurance report Now the raised my rates by ***
I
will not be satisfied until the body industry claim is removed from my insurance
recordI nor my cart, noor my actions are at fault of any injury to the other
driver
Regards,*** ***