Elephant Insurance Services

November 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***On October 26th Mr*** called Elephant regarding his current paymentHe advised Elephant that there had been fraudulent activity on his credit card account and he forgot to update the accountOur customer service agent updated the credit card on file and advised that there would be a non-sufficient funds (NSF) fee which would be applied to the next bill to which he did not questionOn November 1st, Mr*** emailed Elephant to inquire about a notice he received regarding his next payment and why there was a late fee as he called in on the due date to make his payment; our email team sent his policy to one of our customer service supervisors for reviewA few days later Mr*** called Elephant inquiring about his policy and we waived the NSF fee as it should not have been applied since he did indeed make his payment on the due dateShould Mr*** have any additional questions we encourage him to contact Elephant We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS*** 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.As reported, my vehicle was not operable during the weekend that I moved back to **, 11/11/Once it was operable again on Dec 1st 2016, I obtained insurance through *** ***Elephant cannot sell insurance in **, so I went with another companyResolution is to refund my money, ***
Regards,
*** ***

Dear *** ***
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** ***
*** *** states that Elephant changed the amount of her payments without her knowledge and that we assessed
nonsufficient funds fees
*** *** states that a representative from her bank advised her that Elephant did not
attempt to process the transaction that incurred the nonsufficient funds fee Further, *** *** states that customer
service advised that she was being charged for her prior policy and that she should disregard Elephant’s notice of intent
to cancel for overdue premium Finally, *** *** states that customer service representatives did not return her calls
as promised
The amount of *** ***’s payments changed because the account became past due and incurred fees The amounts
that Elephant drafted or attempted to draft were all invoiced to *** *** days prior to the first attempt to draft
the amount The payment amount first increased because fees were assessed and secondly because multiple
installments were owed The amount due increased again when *** *** charged back multiple payments The
charged back payments were for insurance coverage that Elephant had already provided *** ***
Regarding *** ***’s statement the Elephant assessed fees without attempting to draft a payment are not consistent
with the transactions reflected in our billing system *** ***’s current policy incepted on 06/20/after the prior
policy cancelled for nonpayment of premium on 06/09/ *** *** was held accountable for the bad debt
associated with the prior policy This is in accordance with Elephant’s established procedures; we will not extend new
coverage to a prior policy holder who has bad debt with us
Elephant’s policy notes do detail that multiple service agents failed to return calls to *** ***, as promised We
regret our failure to follow through and apologize for this *** *** notes that she was advised that the only payment
option given to her was auto pay and states that this was not the case earlier in the year This is correct When Ms
*** started a new policy on 06/20/Elephant had implemented revised billing procedures We require
policyholders who are paying via more than installments to sign up for automatic payments
I have reversed all late and nonsufficient funds fees assessed to *** ***’s account to date, and had the billing
corrected so that all future installments are equal I, as well as our customer service department have been attempting
to contact *** *** since the receipt of this complaint To date *** *** has not returned our calls, despite my
advising that we needed to hear from her by today *** ***’s account is past due and we have not received apayment since 08/21/ I had placed a hold on the billing account, to avoid the policy canceling prior to the
resolution of this complaint I removed the hold today, as I advised *** *** that I would in my 11/06/voice
message The policy is still in delinquency and is set to cancel for nonpayment of premium on 12/01/
We strive to provide every policyholder with a positive customer service experience If we can be of any further
assistance, please feel free to call us at *** *** ***
Sincerely,
***

April 18th, *** *** 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 claim file
for Mr***Mr***’s *** ** *** was damaged in a hailstorm and as a result was deemed a total loss since the repairs would have cost more than what the vehicle is worthMr*** and our adjusters discussed the claims process on several occasions in particular, how Elephant determines the actual cash value in total loss settlementsAfter several conversations with Mr*** he and our claims adjuster have reached an agreement regarding the settlement value of his vehicleWe 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

February 22nd, Emilee *** 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 Ms***I have reviewed the claim file for Ms***, please see belowOn January 27th, Ms*** was involved in an accident with our insuredOur insured was making a left hand turn yielding to oncoming traffic as he had a green light but no arrowThe light turned yellow and since the road was clear our insured proceeded into the intersectionAs he completed his turn, Ms*** rear-ended his vehicleThere was a witness who corroborated our insured’s version of events and indicated that she ran a red light as she stated she was in a hurry to pick up her childrenThe witness further indicated that Ms*** was originally behind our insured but then backed up and went around him to get through the intersection; this is when she made impact with our insured’s vehicleWe 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 Mr***:
"margin: 0in 0in 0pt;"> Thank you for notifying Elephant Auto Insurance (Elephant) regarding Mr*** *** concerns regarding the addition of his brothers to his personal auto policy.
Because resident family members are significantly more likely to allow each other to borrow one another’s vehicles than in other roommate situations, and thus pose a higher risk, Elephant’s Underwriting (UW) guidelines require the driving history of all licensed resident relatives to be taken into consideration in the rating of the policyWith *** being a non-exclusion state, our agents are required to rate all eligible related household members, even if this information was not disclosed on the customer’s original application for insurance. We have already removed one of Mr*** brothers from the policy, since he is rated on another Elephant policy, and his driving history is already being accounted for in the premium cost for that policy. Our Customer Service team has been in contact with Mr*** to advise of the documentation needed by our UW department in order to further consider the removal of his other brother, as he is not a rated driver on another Elephant policy
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 (1-877-218-7865).
Sincerely,
Gina K***| Compliance Specialist
Elephant Insurance Services, LLC * *** *** *** *** *** * *** ** ***

February 4, 2015*** *** 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 *** *** *** * *** *** made first notification of loss on 09/24/2014, for a 09/23/incident involving one of our insureds. Despite numerous attempts for contact with our insured, Elephant did not speak with her until 12/09/2014. Our policy contract dictates that we may not accept liability for a loss until we speak to our policyholder. Both the previously known facts of loss and the statement given to us by our insured on 12/10/made coverage unclear. Elephant attempted to investigate the circumstances until 01/22/2015, when senior management made the decision to extend coverage due to the length of the investigation. We did not receive cooperation from our insured or the driver of our insured vehicleElephant’s claim notes indicate that a premature coverage decision was communicated to *** *** in early January. This is unfortunate. Elephant did advise *** *** that she could file a claim with her insurance carrier, pending our investigation. This is standard industry practice when a claimant wants or needs repairs sooner than a carrier is able to conclude their investigation. 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, *** ** ***
*** *** ***
*** *** ***

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the file for our policyholderThe policyholder purchased the policy on March 8th, 2017, and the sales agent ran a motor vehicle report (MVR) that same dayThe policyholder’s license
came back as suspended, and the sales agent advised that the policyholder would need to get a valid driver’s license and inform Elephant when his driver’s license became validThe policyholder requested an *** on the same day and a fax of the *** on March 9th to the ***, but Elephant was not notified that the policyholder’s driver’s license status was validA letter was mailed to the policyholder on April 21st requesting documentation for a valid driver’s license, or the policy would cancel on May 11thElephant did not receive documentation showing a valid driver’s license, so the policy cancelled on May 11thThe policyholder called on the 11th to ask why the policy had cancelled, and the agent stated that it was due to having a suspended driver’s licenseThe agent did misstate the date on which the MVR was pulledThe MVR is from March 8th; it was not pulled on April 20thThe agent advised that Elephant requires proof of a valid license from the ***The customer sent a document showing payments to the *** but not showing the status of his driver’s licenseThe agent confirmed with the policyholder on the line that the document was insufficient, and the agent advised that the policyholder should submit documentation of a valid driver’s license before May 13th to reactivate his policyElephant did not receive this documentationIf the policyholder has additional questions about his policy or Elephant’s processes, we recommend that he contact Elephant’s 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

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

February 5th, Emilee *** 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 searched through our databases with the information provided by Ms*** provided; however cannot find a claim or policy with ElephantIf she can provide a claim or policy number to reference, I will be happy to look into the matter for herWe 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

June 23, *** *** 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)I have reviewed
the policy and billing history for our FPHElephant requires all policies that are not paid annually or bi-annually to be enrolled in auto pay. This is detailed in the Payment FAQ document that is provided with the policy, at the time of issuance. Further, this document states that past-due balances may be collected from the on file payment method upon cancellation for non-payment of premium. The FPH received an invoice on 5/18/and a notice of cancellation for non-payment of premium on 5/21/15. Both of these documents detailed the balance due on the account. The FPH also received an email on 6/8/15, which reminded her of the pending cancellation and outstanding balance. Elephant was not advised that the card on file was not the FPH’s until 6/13/15, after the overdue balance was drafted. Elephant would like to note that the payments that were made on the account all used the same card. Because the overdue amount was collected in accordance with our documented procedure, Elephant offered to refund the card on file upon receipt of payment via another method. To date we have not received a replacement payment or follow up communication from the FPHWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, *** ** *** Product Compliance Specialist Elephant Insurance Services

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the policy and billing history for our policyholderBased on our phone records, Elephant did not receive a call from the phone number we had on file or
from the number that the policyholder provided in the complaint regarding the cancellation of the policyElephant’s records show a call on September 25th regarding a failed draft on the due date and a change in the monthly payment due to Elephant not receiving signed forms waiving personal injury protection and uninsured/underinsured bodily injury and property damage coverageThe agent resent the forms to the policyholder, advised of future monthly payments, Elephant’s fee structure, and how to avoid feesThere was no discussion of cancelling the policy on this callElephant did not receive payment in September, and a notice was mailed to the policyholder on September 28th advising that the policy would cancel on October 13th if Elephant did not receive paymentThe policy cancelled on October 13th due to non-payment and a collections letter was sent on October 28th advising that we had not heard back from the policyholder, and that the debt would be sent to a collections agency if Elephant did not receive payment within two weeks of the date of mailingOther than the call on September 25th, Elephant’s records show no other contact from policyholderIf the policyholder has additional questions, 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

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,
*** ***
There was no witness he hit my car and accept it that time he change the statement later I try to avoid the accident to slow down but he hit my car . and he accept that he did not see me later I call the police no witness come over there because he hit me and run that why I go after him who is witness explain me I did not see any person who was witness there so one more lieeven your company did not tell me or ask me that who is there that time I can bring this kind of witness too so disappointed with your daily statements if arrow was green and there is speed limit so I was on right on my way .if I was on red so why I call the police your all fake statements have no logic sorry sir my issue is this person hit my car so have to pay for damage I did not block him I try to avoid him even I was on green if I do not slow down he can hit me on drive side or may be my car roll over .as he told me later I did not see you

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***Elephant is covering this claimOn March 23rd, a check was issued to the claimant and mailed to the address that the claimant provided to ElephantThe claimant decided to obtain a rental vehicle
through her insurance company, and her company will obtain compensation for the rental vehicle from ElephantElephant is currently awaiting a supplemental estimate from the claimant’s shop of choice to insure that all damages from the accident are repairedIf the claimant has specific questions about the claim, Elephant recommends that the claimant contact her insurance 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

August 15th,
*** ***
Revdex.com Serving Central Virginia, Inc
Moorefield Park Drive, Suite
Richmond, VA
Revdex.com Case Number: ***
Dear *** ***:
Thank you for notifying Elephant
Auto Insurance (Elephant)
regarding the concerns of Mrs***On April 9th,
Mrs*** had an accident and filed a claim with Elephant and after a
thorough investigation of the claim the vehicle was deemed a total lossOn
April 11th, when we spoke with Mrs*** as she was reporting
the claim, she indicated that she was going to have her vehicle towed to the
collision center and at this point we advised we needed our adjuster to take a
look at the vehicle first and we would only pay for three days of storage and
recommended to avoid unnecessary storage fees to leave the vehicle at her home
until we could assesNot only did she understand she called the shop and
advised them not to pick up the vehicle at this time; she even thanked our
adjuster for letting her knowShe then advised our agent that the shop she
chose does not as storage fees and when our agent asked a second time to
confirm she said the representative at the shop stated “Oh no we don’t charge
for the storage.” Our adjuster did clarify and advised Mrs*** if they
do end up charging storage Elephant could only pay for three daysShe said “Okay.”
Secondly,
on April 12th we sent a notice to Mrs*** via the email
address on file regarding mitigation and storage of the vehicle stating the
following: “Please be advised there is
state legislation that indicates parties involved in a loss have a duty to
mitigate their damages and expenses such as rental, storage, or any additional
damage to your propertyWe will only be paying for the storage fees to your
vehicle through 04/13/2016.” The
storage fees given to us were for the following dates: 04-11-through
05-11-which conflicts with our information received as our staff appraiser
completed the initial valuation of the vehicle on 04-12-when the vehicle
was parked at Mrs***’s houseAdditionally, on April 27th,
we called Mrs*** and her son and left a voicemail indicating our
investigation regarding coverage was complete and to take the Ford Mustang
to the shop of her choice with the estimates in hand; again if the vehicle was
not at the repair facility, then storage fees should not have been incurredThis
in conjunction with her shop of choice charging other excessive additional fees
in some cases three times over the industry norm was factored into her total
estimate resulting in a reduction of $1,Should Mrs*** have
further questions about the fees and bill she received, we encourage her to
reach out to the body shop and inquire to have them review their billing
We strive to provide every policyholder with a positive
customer service experience
If we can be of any further assistance, please feel free to call us at *** *** ***
Sincerely,
Toni MS***
*** *** ***
*** *** ***

Dear ** ***,
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** ***
*** *** purchased a policy with Elephant on 08/12/In her complaint she states that she did not set her account up for auto pay, and was
not told that she needed to*** *** also states that she missed her 09/12/payment and received a notice of cancellation, effective 10/08/*** *** further complains that Elephant's customer service department was untruthful in detailing unsuccessful payment drafts from her on file account and in advising that all accounts are required to be on automatic paymentsFinally, *** *** states that her online customer portal was updated as a result of her to/02/call
I have reviewed the sales call from 08/12/*** *** was transferred to an Elephant sales agent from a lead aggregator, at 12:P.MAt approximately thirty minutes into the call, the agent does explain the automatic payment arrangement and advises that the monthly installment will be debited on the 12th of each month*** *** stated that she agreed to this process
*** *** also mentions Elephant's billing FAQ s in her complaintBecause our online payment FACIs state in part "if your account is set up for auto pay" *** *** believes that Elephant has been untruthful in telling her that we require policyholders to sign up for automatic paymentsThe FACIs are written this way because we do not require policyholders who pay their premium in one annual installment to keep a payment method on fileAll policies that pay via monthly installment are required to be set up for automatic payments
Regarding *** *** accusation that we updated her customer portal the same day and as a result of her 10/14/call, we did not and could not change the online interface the same dayThe customer portal can be changed by our information technology department writing new code or by actual changes to the policyWe did not update the customer portal on 10/02/and *** *** did not change her policyCoding updates must be pushed in an IT build, which would occur after business hoursPolicy changes are reflected in the portal as 12:01am the day after they are made
Elephant has removed ** *** on file payment method pending resolution of this complaintWe regret the confusion that occurred in this matter
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

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.]
I feel as though Elephant is Lying through their elephant trunks due to the fact this is not the first time I have had an issue with them not keeping track of emails or phone calls to their system My $is lost and now I guess I will just eat away the cost
Regards,
*** ***

December 1st, *** *** 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 Mrs***On August 18th, Mrs***
husband was involved in a multi vehicle accidentInitially he stated that he was not at fault and was attempting to pursue the claim through the claimant’s carrier; however through the course of our initial investigation it appeared that Mr*** was actually fully responsible for the incidentOnce the analysis of the evidence was complete it was found that Mr*** and the owner of the other vehicle struck both contributed to the cause of loss at 50% each since both parties were said to be driving erratically and Mr*** appeared to cut off the other driver causing them to rear end himOnce Mr*** decided to pursue the claim through Elephant, we were in constant contact with him via email and phoneLastly, after confirming the options and accessories of Mr*** *** *** *** an offer was made to him and his lienholder totaling *** was made out to his credit union and *** was made to both Mrand Mrs***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

Revdex.com Case Number: *** Dear *** ***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** *** ***I have reviewed the claim file for the claimantIn order to determine liability for the claim, the adjuster needed to obtain a recorded statement
from the driver of the Elephant insured vehicleThe adjuster was able to contact the insured listed on the policy on March 31st, for a recorded statement, but the adjuster also needed a statement from the driver of the insured vehicleFrom March 31st up to July 3rd, the adjuster called and left a voicemail for the driver of the insured vehicle six times advising him to call the adjusterThe adjuster also contacted the named insured seven times to tell him that the adjuster needed to speak with the driver of the vehicle during the accidentThe adjuster both e-mailed and mailed a letter to the named insured on May 30th advising that if Elephant did not get to speak with the driver of the insured vehicle, the claim could be deniedPer Elephant’s contract, which has been approved by the Texas Department of Insurance, the policyholder has a duty to “cooperate with us in the investigation, settlement, and defense of any claim or lawsuit.” In order to determine liability and coverage for the case, the adjuster required a recorded statement with the driver, and because the named insured and the driver had not cooperated with Elephant, the adjuster sent the notice advising that the claim could be denied if they did not contact the adjusterOn July 3rd, the adjuster was able to obtain a recorded statement from the driver of the insured vehicleCurrently both liability and coverage are being investigated by the adjusterIf the claimant wishes to expedite repairs, Elephant recommends that the claimant file through their own insurance company, which can then submit their evidence and any invoices paid to Elephant for reviewWe 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, ** ***

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 policyholder
Mr*** 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 file
We strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, Toni MS*** Product Compliance Specialist Elephant Insurance Services