Elephant Insurance Services

December 19th, *** *** 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***The information provided in
the case file regarding some of his personal information does not match what we have on fileDue to privacy and security purposes I would not be able to currently address his concerns, if there is a policy number he can provide we can certainly reviewAdditionally, if there are items Mr*** needs to update on his policy I urge him to log on to the customer portal or call Elephant Customer ServiceWe 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

August 20, *** *** 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 our former policyholder (FPH) I have
reviewed the policy and billing history for our FPH The funds drafted on 8/8/were properly billed and collected in accordance with our documented procedure. Our FPH was enrolled in auto pay. Our payment FAQ’s, which are provided with the policy documents, specifically state that we may draft past due premium after the cancellation date. The policy invoiced on 6/18/and a partial payment was made on 6/22/15. The policy invoiced again on 7/19/15, this invoice included the unpaid amount from the prior invoice. Because no payment was received after 6/22/15, the policy was cancelled for nonpayment of premium. Elephant issued a notice of cancellation for nonpayment of premium on 7/13/15, which detailed the past due amount and the date the policy would cancel if payment was not received. The 8/8/draft is earned premium for coverage provided through the 7/27/cancellation date 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, ***
*** *** ***
*** *** ***

August 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 Mrs*** *** and her policyOn August 12th, Mrs*** *** called Elephant to inquire about her billingAt this time we advised that she owed a total amount of $for coverage providedWhen she began her policy online on February 1st, she used a relative’s credit card not only to start the policy but to use for future paymentsOn July 18th, Mrs*** *** and her grandmother called Elephant to inquire about the auto draftMrs*** *** grandmother stated the card used was only supposed to be charged for the first payment and not any subsequent payments; however, because the policy was bound online and not with an agent, we were not aware of her requestWhen asked about a refund back to her card, we advised that we would need a replacement payment for the previous months and on July 29th; Ms*** *** with her mother on the line updated the credit card informationWhen Mrs*** *** had not made a replacement payment for the months of May, June and July, her grandmother disputed the charges and the monies were debited back to the account which was reflected on the August 12th noticeWhen Mrs*** *** called in upon receiving the notice, we advised that three months’ worth of payments had been charged back to the account due to a bank dispute and the amount of $was indeed the correct amount owed for coverage providedAt no time did Mrs*** *** inquire about payment arrangements
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

Dear Ms*: Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of our former policyholder (FPH)The FPH did not update the mailing or garaging address, only the billing address associated with a credit card. The policy cancelled for nonpayment of premium on
10/19/17, prior to the 10/25/loss. Because the policy was not in force at the time of the loss, EIC cannot afford coverage for the lossWe strive to provide every policyholder with a positive customer service experienceIf we can be of any further assistance, please feel free to call us at 1-877-TRUNK (1-877-218-865)Sincerely, CP Elephant Insurance Services

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

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-** *** (1-877-***-***). Sincerely, JL*** Compliance Associate 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: ***
Regards,
*** ***

February 4, *** *** 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, *** ** ***
*** *** ***
*** *** ***

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
My rebuttal is based in the fact that at no time I received a phone call or voicemail from Elephant Insurance since I filed my complaint on November 16, Therefore, I have not received a “business response” or an offer from themI became aware that my claim was closed when I received a written notification from Revdex.comIt was not until Revdex.com closed my case that I received a call from Elephant stating that my car was a total loss and I needed to surrender it to the “lien holder”This is an outrageous statement since the accident occurred at low speed and the damages to my vehicle were minimalFurthermore, the repair of my vehicle was estimated to cost *** which is well below the 100% Total Loss Threshold (TLT) in ***Even if the TLT was 75%, the cost of the repairs would be 47% of my vehicle’s valueIt seems to me that since based on the aforementioned calculations my car should not be considered total loss, this insurance company came up with a “hidden damages” theory which are ridiculous and ludicrous. I still owe *** on my vehicle and they want to give me *** which means I will lose my car although the accident wasn’t caused by me.I would settle this matter if Elephant Insurance would write me a check for *** to pay for the repair of my car and for the aggravation the mishandling of my claim has caused me.I am looking forward to hearing from you
Regards,
*** ***

December 13th, *** *** 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 September 4th, Mrs
*** was involved in an accident and it was found that her *** *** *** was deemed a total lossOn November 14th, Mrs*** called Elephant to remove the vehicle from the policy the day after the lossWhen we did so, there was a credit applied to the account in the amount of *** that went towards the remaining balanceInitially one of our agents advised that the policy did decrease by that amount; however, incorrectly advised there would be a refund back to her account on fileUnfortunately, this was exacerbated by another agent repeating the same misinformationOn December 1st, when Mrs*** called Elephant she was provided the correct information from two of our agents, a team lead and a supervisorSince there was a balance due on the policy, Mrs*** will not be receiving the initial refund from the policy amendmentWe 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

Elephant will not give me that information
However, they will provide customer name to you and can access with the following
Amount charged - $**.**
posted on - 9/20/
charged on- 9/19/
CC last four- ***

Hello,My apologies for the delay in response regarding the outcome of my complaint regarding the service with Elephant AutoI did speak with Carrie S*** the customer service manager on 4/Her only solution was offering a day extension to make my regular monthly payment ($*** due 5/9) as long as this $*** for the previously cancelled policy was paid by 4/30/18.That was truly not a solution for me and I explained that to her while again asking for the $*** to be spread out in my monthly premium paymentsShe again advised they will not do thatI currently do not have inscoverage with Elephant as I was unable to pay the $*** on 4/30/18.Randomly just yesterday, I received an email stating they would be refunding me my last payment of $***No phone call or voicemail just some random emailNo refund was discussed in my conversation with manager Carrie on 4/I appreciate the refund but I highly doubt I receive itThis actually furthers my point about their lack in customer service and the disconnect between their departments, managers, and employees.This does not at all fit the mold of a company with an A+ service rating with Revdex.comThis was truly a terrible experience and I will never recommend Elephant Auto for servicePlease add this to my complaint if possible and my sincerest apologies for my delay in updating Revdex.comThank you again for all of your help.Thanks,*** ***

Good morning, We had
a customer bought an automobile from usMy company agreed to assist her with the down payment on a credit cardWe did get reimbursedThis was a time charge, periodNow because Elephant cant contact their customer they charged the monthly payment to my card in my company nameAt no point did I sign , or anyone in my company sign or acknowledge an auto pay agreementSo I want my payment back and I want to know the name or names of the Elephant representative that authorized my card to be used cause I consider that theft and I will press chargesNow I was informed by Elephant that the policy has been canceled because of a license issueWell ok, how do you charge for a policy that is not in effect anyway?

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*** *** *** Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** *** *** ***
I am unable to locate *** *** in Elephant’s claim or policy systems, using the information provided in the complaint form
*** *** states that Elephant was negligent in verifying coverage for her financed vehicle, because the policy provided only liability coverage*** *** states that ‘new vehicles under loan are required to have full coverage insurance’ in the state of ***
While Elephant has never used the terminology “full coverage”, I believe that *** *** believes that her policy should have provided physical damage coverage because the vehicle was financedMost lenders do require that their collateral be insured for physical damage, as a condition of their loanIt is however the responsibility of the lender and the vehicle owner to place and verify the proper coverage
Elephant uses a third party to report coverage placed with us to the lenders reported to us by our insuredsOur vendor provides daily electronic notification of coverage that is placed or discontinued to lenders who also subscribeIt is also common for lenders to call Elephant to verify that proper coverage is placed on their collateralThese calls frequently occur when a policyholder purchases liability only coverage and the lender receives notification
I am unable to verify if *** *** lender ever contacted Elephant, because I have not located the policy on which she is or was insured, however it is not the responsibility of an insurance company to verify what coverage a lienholder has on file for its collateral
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,
*** ** ***
*** *** ***
*** *** ***

June 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 the *** familyOn 04-04-Mrs*** (Ms***’ ***) was involved with an accident with Elephant’s insuredThe vehicle involved, a *** *** *** *** was deemed a total lossWe spoke with Mr*** on 04-06-and advised prior to making any payments or affording coverage we would need to speak with all parties involved, he understoodInitially we did advise that we would only reimburse $30/day for the rental vehicle because we were obligated to provide a temporary substitute vehicle but there is no stipulation as to what kind of vehicle, only that it be reliable transportation as this is a temporary situationLater, we did as a courtesy increase the rental reimbursement to $per daySecondly, I do have our claims department taking another look at the storage fees to ensure they are accurateWe will reach out to Mr*** if anything changesThird, regarding the after-market parts, it is common for estimates to be re-evaluated when a vehicle is examined by the adjusterAdditionally, it is standard Industry practice for companies to ask for receipts as proof of purchase for customize items not initially installed by the manufacturerOnce we received the documentation, we updated the settlement amount and a check was issued on May 23rd, The amount issued for Mr***’ *** *** *** was not reduced by 80%; if Mr*** has questions about the calculations, I would encourage him to contact his adjuster
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, *** ** *** *** *** ***
*** *** ***

July 7th, *** *** 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***During the life of the policy it was found that Mr*** did not have a permanent residence as disclosed on his applicationIt was found that each vehicle had a separate “garaging address”; these were not physical locations but Recreational Vehicle (RV) parks and/or campgroundsElephant did confirm that the RV was not anchored or set in a permanent location but was fully operational and could be driven anywhere with Mr***’ vehicles in towAdditionally, since the RV can be driven anywhere even out of the state of Texas, Elephant cannot establish a proper rate for the risk especially if Mr*** begins to reside in a state that we do not writeUnfortunately at this time we cannot write a policy for Mr*** and the nonrenewal will standWe encourage him to obtain insurance with an appropriate carrier so he does not wind up in a lapse of coverageShould Mr***’ situation change we will be happy to re-review our decision
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*** *** *** *** Elephant Insurance Services

Dear *** ***
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** ***
*** *** purchased his policy on 07/04/for an effective date of 07/09/ Elephant’s underwriting department
verified prior insurance on 08/14/
ISO showed a lapse in coverage from 01/09/to 07/09/ Elephant
send an adverse underwriting warning, also on 08/14/2014, which advised that we had found a lapse in prior and would
amend the policy if we did not hear from *** *** by 08/29/ *** *** did not respond to this letter and the
policy was amended on 09/02/ Elephant send an adverse underwriting decision notice to *** ***, also on
09/02/2014, advising that the policy had been amended
*** *** did not contact Elephant until his 10/09/payment failed The 10/09/payment of $was invoiced
to *** *** on 09/19/ This invoice was for the regular monthly payment of $and for the down payment
due to the 09/02/underwriting amendment
On 10/10/an agent took a payment of $from *** *** On 10/13/*** *** participated in a way
call with his prior insurer, to verify coverage for 01/09/to 07/09/ A service agent did tell *** *** that he
would not be responsible for the past due amount of $ The agent was wrong and does not have the authority to
amend invoiced payments Unfortunately, the agent did not follow up on the matter and the past due amount of $
was collected with the 11/09/payment
Elephant is not able to modify payments after they are invoiced Had *** *** responded to our 8/or 09/
correspondence in a timely manner, the policy would not have been amended and the additional premium would not
have invoiced The amendment has been reversed, per the 10/13/call Future month’s payments will be $108.89,
because we did collect $towards the reversed amendment
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,
*** ***

[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,
*** ***

August 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 Mrs*** *** and her policyOn August 12th, Mrs*** *** called Elephant to inquire about her billingAt this time we advised that she owed a total amount of $for coverage providedWhen she began her policy online on February 1st, she used a relative’s credit card not only to start the policy but to use for future paymentsOn July 18th, Mrs*** *** and her grandmother called Elephant to inquire about the auto draftMrs*** *** grandmother stated the card used was only supposed to be charged for the first payment and not any subsequent payments; however, because the policy was bound online and not with an agent, we were not aware of her requestWhen asked about a refund back to her card, we advised that we would need a replacement payment for the previous months and on July 29th; Ms*** *** with her mother on the line updated the credit card informationWhen Mrs*** *** had not made a replacement payment for the months of May, June and July, her grandmother disputed the charges and the monies were debited back to the account which was reflected on the August 12th noticeWhen Mrs*** *** called in upon receiving the notice, we advised that three months’ worth of payments had been charged back to the account due to a bank dispute and the amount of $was indeed the correct amount owed for coverage providedAt no time did Mrs*** *** inquire about payment arrangementsWe 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

Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Miss ***. I have reviewed the claim file for our policyholder. The claim was reported to Elephant on the same day it occurred, October 28th, An adjuster was able to get a statement of
what happened on Monday, the 30th The adjuster felt that the vehicle was most likely a total loss, and advised the insured to take her belongings out of the car first, and then Elephant would tow the vehicle for an appraisalThe vehicle was released on November 8th, and the adjuster contacted our towing vendor to advise that the vehicle was available for pickup. The insured called on November 13th to check on the status of her vehicleThe adjuster called the lot for total loss vehicles, and the lot advised that they had picked up the insured’s vehicle. The adjuster stated that Elephant needed a staff appraiser to review the vehicleThe adjuster called back on the same day to advise that the vehicle was found to be a total loss and that a total loss adjuster would be handling the claim going forwards. The insured called on the 16th and 17th to ask why the process had not been completed yetOn the 17th, a claims manager responded to the insured, and the insured was presented an offer for the total loss vehicleThe manager is currently reviewing the claim to determine the source of the delay. 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, JL*** Compliance Associate Elephant Insurance Services