Elephant Insurance Services

June 16th, *** *** 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 MsNobleOn November 25th, Ms*** purchased a policy from Elephant’s websiteAt the time of sale she indicated that she lived and garaged her vehicle in TexasWhen she later added her other vehicles, our agents asked where the vehicles were primarily garaged and she advised the sameAt no time when she called in to manage her policy did she let Elephant know that any of the vehicles were registered and sometimes garaged in LouisianaIf we had known that, our licensed agent would have advised to have the vehicles either registered in Texas if they were primarily garaged there and if not, then we would have told her she needed a separate Louisiana policy for those vehiclesWe depend on our applicants and policyholders to provide accurate information during the policy life so we can ensure the coverage and policy is correctUnfortunately, we cannot dictate what the state of Louisiana requires and since Ms*** represented herself as a Texas resident and her vehicles being garaged in Texas, Elephant assumed that the registration of her vehicles were also in Texas as required by the stateElephant is not able to tell by any of the vehicle characteristics where it is registeredSince we provided coverage for her vehicles as they were presented we will not be back dating the removal of any of the vehicles; if Ms*** has not done so we urge her to obtain a Louisiana policy for the vehicles registered in Louisiana
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

[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: [email protected]
Regards,
*** ***

The worst don't waste your time

Dear *** ***
Thank you for notifying Elephant Auto Insurance (Elephant) regarding this customer’s concerns
The customer complains that a personal auto policy was purchased with Elephant and that months premium was paid
An additional $was charged to the
credit card on file. When he called Elephant, he was informed the charge was due to a lack of prior insurance history for the policyholder, the wife of the insured customerHe states he doesn’t understand how an insurance company can charge an additional amount of premium
The customer is not our policyholder, but an insured on the policyThe policy address matches the address on the complaint, so all mailed notices to the policyholder should have been received without issue
The policy was purchased on March 24, and effective on March 25, Under *** insurance law, insurance companies are given a day underwriting period to confirm information provided in an application for insurance or to even cancel the policyIf information is not consistent, a policy can be amended and a premium can be adjusted
Therefore, under the day underwriting period, Elephant had until May 9, to review and amend the policy
On March 26, 2014, the application was initially reviewed and a letter was sent via USPS first class mail correspondence
stating an insured had an out of state driver’s license and had days to change the license to a *** license or risk being cancelledThe mailing address on file is where the notice was sentOn April 15, 2014, the customer called in after receiving the notice and explained the insured husband had a
residence and vehicle in Colorado, and he only visited *** every few monthsUnderwriting approved the husband could remain on the policy with an out of state license and the policy would not cancel because the reason was valid
On April 22, 2014, Underwriting began the review of the application informationAn Underwriting Review letter was sent to the policyholder stating that the customer showed a lapse in coverage of (greater than days) for the following dates: 3/25/11-3/25/Also, we were unable to verify prior insurance coverage during the last three yearsTo prevent an increase in premium, the customer could provide a proof of coverage letter to verify coverage during these dates from the insurance company who provided coverage during these datesIf verification is not received, the policy will be amended as of the date on the letterThe letter was sent with a response deadline of May 9, 2014.On May 9, 2014, the customer had not responded to the most recent letter, so the policy was amended to reflect the lapse in coverage reported, increasing the annual premium $The customer received via email new policy documents indicated that the policy had been amended and the new annual premium.On June 5, an invoice generated for the new premium owed for the month payment plan ($286.03/2- month installments) elected by the policyholder ($+ $7 installment fee)This invoice was sent to the policyholderOn June 25, 2014, the premium owed drafted from the card on file, per the terms of the *** Payment FAQ document sent in the initial policy packet emailThis document explains when you agree to recurring payment plans with Elephant, we will provide you with an invoice and draft the card on file when it is due
On July 7, the insured called in to question the amount drafted on June The agent explained the reason the additional payment was invoiced and collectedThe agent was able to contact *** *** and verify coverage for 3/to 3/with no lapsesThe agent attempted to contact***, but was unable to get through due to excessive hold timesThe agent offered to call the customer back when he could reach ProgressiveThe customer stated he could not accept a phone call later that evening, so the agent returned the call to *** on July *** verified that the customers were insured from 6/11/to 12/9/with a day lapse in coverage for 6/11/to 6/13/The dates of 12/9/to 3/remained unverifiedThe customer then stated he also had ***, but didn’t wish for Elephant to contact them, as he stated he would be switching insurance due to the underwriting processInsured was advised the wife would have to call to request the cancellation, as she was the policyholderThe customers have not been in contact with Elephant since July 8,
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,
*** ** ***

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,
*** ***
Per our conversation today, I am letting you know that I am still very
dissatisfied with Elephant Insurance. The representative name "***", who
was very rude to me, she did tell me specifically that I had to pay about $if I wanted
to have my due date moved toward the end of the month. And I refused to pay a fee
just to have my due date changed. I thought this was very bad service as a customer or even new customer. Elephant Insurance service to their customers is the worst I have
experienced
Thank you,
*** ***

November 22, Ms* Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** Dear Ms*: Thank you
notifying Elephant of the concerns of our former policyholder (FPH)The FPH was incorrectly advised that her son had days to obtain a valid license when she bound her policy, however Elephant did provide proper notice of the underwriting cancellation for 10/23/Due to the error at the time of bind, Elephant is refunding the $*** fee. Sincerely, CP Elephant Insurance Services

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,
*** ***

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,
*** ***
The company would not even allow me to put in a claim and that's even after I paid an additional $*** What is attached is showing I have updated my address since AugustThe company has admitting they do alter documentation from that their party who puts out information in order to write documents The car is total all I'm asking is for a letter of Deny claim to be sent to my lien holder as so we can move forward a claim that I was not allowed to even put in to be denied

September 6, *** * Revdex.com Serving Central Virginia, IncMoorefield Park Drive, Suite Richmond, VA Revdex.com Case Number: *** *** *** ** Thank you notifying Elephant Insurance Company (Elephant) of the concerns of our former policy holder (FPH). Elephant’s has been
advised that our FPH has retained council and intends to file suit. Elephant is therefore unable to respond to this consumer complaint as it would be tantamount to us having direct communication with the FPH. Once an individual is represented by an attorney, an insurance company is required to direct all correspondence to the attorney. Additionally, we are unable to comment on a matter for which a suit is pendingElephant strives to provide the best quality service to current and potential customers while adhering to all applicable laws and regulations. Should you have questions or need additional information, please do not hesitate to contact me. Sincerely, ** Elephant Insurance Services

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***I have reviewed the claim file for our policyholderIn order to issue the check for a total loss vehicle with a lienholder, insurance companies require a certificate of title proving ownership of the
total loss vehicleThe title that Elephant received still had the previous owner’s name on it, so the adjuster told the former owner that the title needed to be in the policyholder’s nameElephant became aware of this issue on April 14th and informed the policyholder of the issue on the same dayElephant contacted the former owner on April 14th, the 17th, the 21st, and the 24th requesting an updated copy of the titleOn the evening of 24th, Elephant received a title showing the policyholder as the owner of the vehicleThe adjuster issued a check request the evening of the 24th to issue payment on the 25thThe adjuster sent a text message on the 24th to the policyholder’s phone advising that the payment request had been submitted and that it would take to days for the check to arrive via mailIf the policyholder has specific questions about the claim, Elephant recommends that the policyholder contact her 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

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

October 27th, *** *** 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 September 3rd, Ms*** and her sister were involved in an automobile accidentHer sister being the driver of the *** *** *** ** was deemed to be at fault in the accident and after further review of the claim, the vehicle was found to be a total lossOnce our investigation was complete, we paid a total of $8,067.00; $4,to her lienholder to pay off the loan and the remaining $3,directly to Ms***With regards to Ms***’s mothers personal injury claim, should she still have questions I would urge her to contact the injury specialist assigned to her claim
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

October 20th, 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

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss LeeI have reviewed the policy and billing history for our policyholderIn the underwriting review of the policyholder’s insurance application, underwriting found lapses in coverage,
but the application stated that there had not been any previous lapses in insuranceThe underwriting department sent a letter to the policyholder requesting documentation showing coverage for the lapse datesWhen no prior coverage documents were provided, the policy was amended to show for lapses in coverage, which increased the rateThe policyholder called in on December 1st about the increase, and a customer service representative explained the reason for the increase, the changes to the policyholder’s future payments, and that the next payment would be on December 13thElephant was unable to process the monthly draft for payment on the due date of the 13thAn e-mail was sent to the policyholder stating that Elephant had not received paymentThis lack of a payment caused a non-payment cancellation notice to be generated and mailed to the policyholder on December 16thThis notice stated that if the past due amount was not paid, then the policy would cancel on January 3rd, The policyholder sent an e-mail to Elephant on December 31st requesting that her policy be cancelled effective January 1stElephant responded by saying that her policy was set to cancel January 3rd, for nonpayment, and if she wanted to cancel her policy prior to that date, she would need to call Elephant’s Customer Service departmentElephant call logs show no call from the phone number Elephant had on file after December 1st, The policy cancelled on January 3rd, with bad debt because Elephant had not received a payment for the December 13th due dateThe bad debt amount that the policyholder has is the sum of the prorated amount owed to Elephant for coverage afforded up to January 3rd including for the amendment for the lapse in coverage, late fees for the December 13th payment, and a collections feeIf the policyholder would like to discuss the outstanding balance in more detail, we recommend that she 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 1-877-TRUNK (1-877-218-865)Sincerely, JL*** Compliance 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 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

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the policy and billing history for our policyholderMr*** called in on Friday April 7th and asked why his policy cancelledThe Elephant agent advised that the policy had
cancelled on April 7th due to nonpaymentMr*** said he probably missed the letter because he moved and that he also would like to update his addressThe agent advised that Mr*** had three days, Friday, Saturday, and Sunday, to reactivate his policy without a lapse in coverageThe agent advised Mr*** that the cost to reactivate his policy would be $***Mr*** called in on Sunday, but Elephant’s Customer Service department is not open on Sundays, so Elephant was unable to reinstate Mr***’s policy at that timeMr*** made a payment through Elephant’s phone system for the outstanding balance on the policy, but this amount was less than the amount required to reactivate the policyMr*** called in on Monday April 10th to reactivate his policy, but the agent advised that the reactivation period had lapsed and that Mr*** would need to get a new policy with ElephantAfter reviewing the call on Friday, we have determined that the agent on Friday should have informed Mr*** that Elephant’s Customer Service department is closed on Sunday and that Elephant should honor the offer of reactivation for Mr*** provided he pay the difference between the amount he paid on Sunday and the reinstatement amountOn Monday April 10th Elephant contacted Mr*** and advised his policy was still eligible for reactivationMr*** called in and his policy was reactivated without a lapse in coverage for the original reinstatement amountWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-** *** (1-877-***-***)Sincerely, JL*** Compliance Associate 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.The response from the business in no way accurately explains the legitimacy of cancelling my policyLet me start by listing all of the inaccuracies of *** Parks' statement in the bullets below:*** incorrectly stated that my policy was paid in full on 11/22/for 10/22/through 10/23/That is blatantly incorrect seeing as how you can't back date insurance coverageThe policy was paid in full on 10/22/13. *** clearly states that I paid my insurance policy in full from 10/23/through 10/23/14; then right after states that a renewal premium was due in AugustThis makes no sense to meWhy am I being charged an additional premium on top of what has already been paid??????? This needs to be explained to me!*** states that my policy was cancelled on 10/18/when in fact it was 11/18/The above discrepancies exemplify that Elephant auto insurance inaccurately reports simple account information and disproves their overall credibilityI would simply like to know how a customer can have an insurance policy for months and honorably pay for those months but still have their insurance policy cancelled?? Furthermore to state that I owe money is beyond a fallacyI am in no way shape or form obligated to pay additional money for services that have not been rendered or this case coverage that has not been providedIt is very simple I paid for months of coverage and received coverage for months and daysThe representative from Elephant auto insurance whom I spoke with in September should have requested whether or not I was updating my garaged address or mailing addressI changed my mailing address only, therefore no premium changes should have been made to my account.I want what is owed to me and absolutely in no way am I in debt to Elephant auto insurance for coverage that was not provided to me!
Regards,
*** ***

Dear Ms*** 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 SR-on the same day and a fax of the SR-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 (877) 218-Sincerely, JL*** Compliance Associate Elephant Insurance Services

November
13, *** *** *** *** *** *** *: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the
concerns of our former policyholder (FPH)Our FPH had multiple terms on the same policy, due to a policyholder requested
cancellations and rewrites. Our
policy
notes detail several attempts to explain the billing and amounts due to the
FPHThe FPH cancelled prior to the expiration of her first policy term, while owing
payment for adding a vehicle and a driver. Payment for these changes was billed but not paid. When the FPH called to rewrite the policy, we
advised that payment was still due from the canceled policy term. The FPH made the required payment and started
a new policy term. The FPH subsequently charged back the payment made to restart the policy, which
is why we drafted a payment after cancellation of the policy. This procedure is in accordance with our
established procedure and is communicated to policyholders with their issued
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 *** *** *** Sincerely, **
*** *** ***

Dear Ms***: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr***I have reviewed the claim file for our policyholderElephant’s claims managers were sent copies of the complaintThe appraiser that was sent to inspect the insured driver’s vehicle was from a 3rd party vendorElephant is working to expand its network of staff appraisers and network shops to allow for more control over the processThe appraisal has been reviewed by Elephant’s claims managers for correctnessIf the insured driver has additional questions, we recommend that he contact his 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 (877) 218-Sincerely, JL*** Compliance Associate Elephant Insurance Services