Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms***On December 6th, Ms*** went online to complete a quote with ElephantWhen asked for her driver’s license number she entered and when we pulled the Motor Vehicle Report (MVR) with the
number provided the data returned indicated she had an expired ID cardElephant advised Ms*** when she called in regarding a different matter that we needed proof of a valid *** driver’s license in order to continue her policyAdditionally we sent the same information via emailSince there is a cost associated with MVRs, we like most insurance companies ask applicants to provide proof of a valid license or a reinstatement if our original attempt failed or brought back information that indicates an invalid, suspended or revoked statusWe gave Ms*** ample time to provide this information; however, unfortunately she chose to cancel her policy with 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 1-877-TRUNK (1-877-***)Sincerely, Toni MS*** Compliance Specialist Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claim file for our policyholderThe claim was reviewed by the claims manager and was reopened by the adjusterIt was determined that in this case, a police report was not
required, and the claim is currently being adjusted as an uninsured motorist claimIf the policyholder has additional questions, she can 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

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the file for our policyholderThere was another review of the sales call for the policy conducted by a member of our Risk Management team which operates independently of sales and
customer serviceWe found that the policyholder did not mention an *** when he called in to bind his policyThe policyholder e-mailed Elephant the night of August 14th to advise that he had received notification from the *** that an *** had not been filedElephant responded the morning of the 15th that an *** had not been filed, but that the policyholder could call in to file one and that there would be a $** filing feeThe policyholder is welcome to file an *** with ElephantThe minimum coverage limits with an *** are higher than the state required minimums, so the rate may change if the policy limits are below what is required for an ***A one-time $** processing fee would be needed to file the *** for this policy termIf the policyholder has additional questions or would like to get an ***, we recommend that he 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 (***) ***-***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

April 11th,
Emilee Stevens
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 former policyholder
On February 29th when Mrs*** called
Elephant to give her recorded statement, there was a lengthy discussion
regarding rental car coverage and how it worksShe was advised that in the
event her car was deemed drivable, then she would not be afforded a rental
vehicle until her car was actually in the shop to be repairedIf it wasn’t
deemed drivable then a rental car would be provided until her car was either repaired
or found a total loss up to the limits of her contractElephant also advised
Mrs*** at this time that should the repair facility she chose delay
repairs without reason, i.ea leisurely work schedule then the rental car
would not be extended as the shop was not in
the direct repair network Elephant uses guaranteeing the work and timely
repairs; she understoodEven though Mrs
***’s body shop of choice did delay the process by six days by not sending
Elephant a proper tax form, we not only afforded rental coverage exhausting her
rental limits on the policy (days) but we also reimbursed Mrs*** for
an additional day of coverageOur claims adjuster was in constant contact with
Mrs*** and her body shop expediting the claim; there was no delay on our
part
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

April 26th, *** *** 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 MsDaza I have spoken with one of our Claims managers and he will reach out to Ms*** to discuss her caseWe 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
What was the point of refunding the payment wks later after my other bills have already been affected only for me to now receive policy cancellation notices the next day after the refund has hit my bank account? I havent received any calls from a customer setvice rep to resolve this, my payment for this month is due TODAY so now Im supposed to make double payments? Completely annoyed and unsatisfiedSome soret of arrangement needs to be made
Regards,
*** ***

July 7th,
*** *** Revdex.com Case Number: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***On April 28th, Mr*** was involved in an incident, after our investigation we deemed his ***
*** ** *** a total loss although it was still drivableOn the afternoon of June 20th, Mr*** turned over his vehicle and the proper paperwork so Elephant could settle his claim with his lien-holderAt this time we also set up a rental vehicle reservation for himOn June 27th, we still had not received the information we needed so we made a call to the title company to see if they received all of the items they needed and they had; we submitted payment to Mr***’s lien-holder to settle the claimAt this time, we advised that we were not able to extend extra rental daysOne of our agents took another look at the claim file later that day, and it was decided that we would be able to extend the rental agreement through July 10th, We advised Mr*** of this on June 27th, 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ** ***

May 26, *** *** 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*** Elephant notes that Ms***’s check was cashed after she called to make her payment over the phone. We apologize for our oversightBetween 4/& 5/a total amount of $was successfully refunded back to the cc ending in ***. Between 4/& 5/a total amount of $was successfully refunded back to the cc ending in 6173. This is a total amount of $refunded since 4/22. Of this amount, $was refunded after the policy cancelled on 4/27/15, effective 4/22/15. 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

May 23rd, *** *** 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***On March 4th, Mr*** was
involved in an automobile accident and on March 8th Elephant was able to obtain a statement describing what happened; at this time he advised he wanted to file through the claimant’s carrierOn March 11th, he called the claim adjuster to advise that the other carrier denied his claim and he wanted to pursue through ElephantEven though he had stated he wanted to go through the other carrier, we had begun some preliminary work into the claimWe were in the process of confirming the date of loss as well as waiting on estimates from our vendor with regards to the repair work that needed to be completedSometimes this process can take some time as we need to ensure that all damages to a vehicle were a result of the loss that occurred and not pre-existing damageAdditionally we were also trying to verify the date of the accident; we confirmed the incident with the Colorado County Department of Safety Highway Patrol on March 26th, We also advised Mr*** about our direct repair body shop network; and while we can guarantee repairs made in a timely fashion and the quality of those repairs, we could not do so with a repair facility that was not in our networkHe stated that he understood and gave us the contact information to his body shopElephant began conversations with the repair facility Mr*** chose on March 26th and continue to be in constant contact with them regarding the repairsUnfortunately, we cannot compel his body shop to make the repairs quicker than they are as they are not in our network and we do not have a contract set up with themAll we can do is monitor the work; currently, two repair estimates have been approved and the third supplement is pending approvalWe 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

December 23rd, *** ***
"Verdana","sans-serif""> 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 update We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni *S*** Compliance Specialist Elephant Insurance Services

September 6th, *** *** 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 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

Dear *** ***:
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customers concerns
*** *** *** secured a policy with us effective 2/19/Because we do business electronically, and the customer accepted our paperless discount, Elephant sent
the rejection of PIP coverage form which is required by state law to be signed on file electronicallyThe customer must open the email, sign it in a secure setting, and resubmit in in the Docu-Sign systemReceipt of this sign document then will come back to Elephant electronically and almost immediatelyAdditionally, the customer is also emailed an unsigned version of the form in the policy pack of documents upon bindElephant allows the customer days to complete the signing of this rejection form, or by state law we are required to add the coverage back onto the policy
2/19/Customer purchase policy
3/6/Policy is amended to add the state required PIP coverage due to unreturned waiver form
3/7/Customer calls and states PIP form was signedNot located in systemWaiver form resent
Same day, agent calls customer back to confirm she got the 2nd form sent, no answer, left voicemail
4/8/Customer called to quote adding comprehensive and collision coverageAdvised she would have a payment of $on 4/for the PIP coverage added due to unreturned form
4/9/Customer called and advised she was faxing PIP formRequested to add full coverage (comprehensive and collision) effective 4/10/resulting in an annual $premium increase
4/14/Customer stated she resent PIP form by fax, but not receivedWas provided email address to scan and sendPIP form received and dated for 3/11/14, so PIP coverage was approved by supervisor to be backdated for removal to 3/11/14, leaving a $premium difference for PIP coverage that was required by the state between the 3/6/add date and 3/11/backdated removal
Therefore, while *** *** feels she was being charged $because that charge was going to be billed as advised by an agent, in actuality once she returned the form and the charge was backdated, the difference in premium for the state mandated coverage period was only $As soon as *** *** was able to successfully return her PIP waiver form, the coverage was backdated and removed to the earliest date possible due to the dated form and as required by *** law
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, LLC
*** *** *** ***

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 belowThey state that I have "Towing and Labor" coverage, and are citing information in regards to their "Towing and Labor" policy...which has absolutely nothing to do with my complaintMy complaint is in regards to their "Roadside Assistance Program", which I am a member of/my policy coversI'm certainly not going to rewrite my entire complaint, but in short, I asked them to bring me "fluids" which, according to my Roadside Assistance paperwork AND Elephants own website, it states, plain as day, #4, that they will help with the following"emergency fuel and fluid delivery":(the following was copy/pasted from Elephants Roadside Assistance webpage), yet I was told that they do not deliver fluids and was left to call the Virginia State Police for help-(start of copy/paste from website)Roadside assistance coverageIf you purchased Elephant Roadside Assistance coverage with your auto policy you can call CT Auto Club, Incat 1-877-321-9910, hours a day, days a week. A trained customer service representative will dispatch a roadside service professional to help you with the following:Tow of your disabled vehicleFlat tire changeBattery jump startEmergency fuel and fluid deliveryLocksmith servicesPlease make sure to have your policy number and vehicle information handy.(end of copy/paste from website)I am unsure as to why their response has absolutely nothing to do with my complaintMy "towing and labor" part of my insurance coverage is NOT what is in question hereIt is their advertising of what their RAP will do for their customersThis seriously needs to be addressed so no one else is forced to stand on the side of a dark ronight-with a useless Roadside Assistance Policy in their hands!!
Regards,
*** ***

Dear *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ReyesI have reviewed the claim file for the claimantThe claimant reported the claim on June 12th, and made additional calls on the 16th and the 20thThe claimant’s report was
notated on the 12th, but it was not entered into the claims system until the 17thThe week that the claimant called was a week in which Elephant was experiencing a shortage of people to take first notice of loss calls due to internal promotions, and to training new employees for first notice of loss calls as wellThe calls on the 16th and the 20th also came during a shortage of first notice of loss employees, and they came just prior to 5:P.Mwhen call volumes tend to be higher.The adjuster contacted the claimant on June 22nd, for a recorded statement and to advise of next steps in the claimElephant was able to get an appraiser to look at the vehicle on the 22nd as well, and the check for repairs was just reviewed for issuance today.We recognize that our initial contact with the claimant was not handled in a manner consistent with the level of service we require from our claims adjustersWhile there was a sudden shortage in first notice of loss employees due to internal promotions and the need for trainers, we also understand that that this shortage contributed to the delays in processing the claimThe new first notice of loss agents have completed their training and are currently taking callsElephant is constantly looking for ways to improve our processes to prevent the occurrence of these situations in the future.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 (877) 218-Sincerely, ** ***

Dear Ms*: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our policyholder (PH)EIC spoke with our policyholder on 4/18/and believes that we have reached an acceptable resolutionWe 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, C* Elephant Insurance Services

Dear *** ***:
Thank you for notifying Elephant Auto Insurance (Elephant) of the complaint filed by our prior insured, *** ***
In his letter, *** *** states that he told [the] insurance [company] to handle the costs of the other
vehicle, and that he thought it was cleared up until he was stopped by the police in August*** *** also states that he has made multiple unreturned phone calls to the adjuster who was assigned to this claim when it was reopened on 09/11/2014. *** *** further states that when he called Elephant's claims department and was connected to a different adjuster, that adjuster only gave him the name and contact information for the adjuster assigned to the claim
Elephant opened this claim on 06/20/2012, when the incident was reported by an injured third partyOur claim file is well documented and reflects multiple attempts to contact *** ***, and resolve the claim*** *** did not respond to any of our multiple attempts to contact him, which occurred between 06/20/and 06/28/On /10/we denied the claim for the insureds noncooperation, and closed our file
The following chronology is taken from Elephant's claim file notes:
06/20/2012: The claim reported by claimant carrier, who also provided a description of the accident
06/20/2012: The adjuster called the lnsured, and left a voice message requesting a call backThe adjuster also sent an email requesting a call from the insured
06/21/2012: The adjuster called the insured and left a voice message requesting him to call back and provide a recorded statement, and advising that we needed a bill of sale for the vehicle
06/22/2012: Our special investigative unit reviewed this file, due to a loss occurring in the first days of a new policySUI approved coverage for the claimant, but not for the insured as we needed a bill of sale for the vehicle
06/28/2012: Elephant mailed a reservation of rights letter requesting a recorded statement to the insured
/13/2012: Elephant issued a conditional denial to the claimant, for noncooperation of the Named Insured
/16/2012: The adjuster contacted the claimants carrier, to advise of coverage denial, and Elephant's file was closed
11/26/2012: Elephant faxed denial letter to the claimant carrier, at their request
There was no additional activity on the file until 09/11/2014, when the Insured called and advised that he received a collections a letter from the claimant carrierElephant reopened the claim on 09/12/2014, when the lnsured provided us with a recorded statementAt the conclusion of the recorded statement, we advised the Insured that we would need to contact the claimant carrier to set up payment
*** *** did call into Elephant multiple times on 09/22/2014, and was not able to speak to the assigned adjusterThe adjuster returned the calls the following day, 09/23/Elephant's procedures dictate that the assigned adjuster handle communication with claimants, so no other adjuster could assist MrPacheco on 09/22/
On 09/23/Elephant contacted the claimant carrier and requested subrogation documentswe received the documents on 09/30/and payment was issued on 10/07/
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

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mrs*** On December 28th, Mrs*** called Elephant to increase her liability limits and update the usage on her *** *** ***While our agent increased the liability limits per Mrs*** request we
failed to update the usage on the vehicle so the increase in premium was only a result of the increase in the liability limitsThe prorated amount of this change was $***When Mrs*** called Elephant to cancel her policy as she had replaced coverage with another company our agent could not see the refund because our billing system was in the process of updatingWe advised we would call her back the following day to let her know the amount of the refund and we did on January 11th, She was not able to answer her phone so we left a message for her with the refund 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-***)Sincerely, Toni MS*** Compliance Specialist Elephant Insurance Services

October 16, *** *** 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 policyholder (PH)I have reviewed the history of this policy and determined that our agents did not follow up with our PH appropriately. We have written off a portion of the policy premium, to make the monthly payments match the amount quoted to the PHI have spoken to the PH to provide specific detailsOn behalf of Elephant, I apologize for the inconvenience that our errors caused the PHWe 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, ***
*** *** ***
*** *** ***