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            ComplaintsforElephant Insurance Services, LLC

            Property Insurance
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I was rear ended from one of your consumers/customers. My claim number is 2023-00393892-2701-1. My car was turned for repairs to NORTHSIDE ********** on 05/24/23 @ ************ a supplemental form has been sent to Elephant claims to cover the additional damages found and as of today, 06/16/23 no response from anyone Elephant has been received regarding the supplemental. The following agents withing your organization have been involved with no response or resolution to my case:*****************************, ****** @ ************, ********************************************************> ******************************************* Subject: FW: Claim 2023-00393892-2701-1 **************. I'm being charge for the rental and still no response from anyone. My vehicle is on hold for the additional repairs and has been turned in since 05/24/23. Plese someone reach out with a resolution. Thank you, ********************************************

              Business response

              06/21/2023

              June 21, 2023

              *********************
              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 20196952

              Dear *********************:

              Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ****************************

              We received your inquiry for **************** on June 20,2023. On June 16, 2023, Elephant paid Ms. ******* repair shop of choice for the supplement she mentioned. We believe this addresses Ms. ******* concerns.

              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 1-877-21 TRUNK ***************).


              Sincerely,
              Elephant Insurance


            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              To whom it may concern:I am at Francos automotive right now in ******. They are done with the work that needed to be done. They are saying that they are missing a check for $2449.62 worth of repairs that they had completed. To square things away here is a timeline of the eventsI got into a car accident in late January. I went to barebones and they repaired the car but did not do any body work (they are not a body shop just a mechanic shop) I was clear with *********************** on the phone in the beginning of all of this that barebones was just doing the mechanical repairs (which they missed some stuff on) and I would be taking it to Francos Automotive Body and Paint in ****** to get the bodywork done.Francos in ****** found some things that ******************** in ****** missed (no shade on them it happens) and now elephant insurance is not responding at all to any of us.********* received their payment for the work they completed but Francos Auto Body and Paint in ****** did not receive $2449.62 that is outstanding. They still have a supplement waiting approval. At this point it has been more than 5 months since I have collectively had a car. I just want my car back. ******* has not been able to reach anyone at elephant insurance for the payment that is due, so I would really appreciate a response of some kind please.Can someone please call Francos or communicate with them so we can be done with this?I am starting to have reason to believe this is bad faith claims, I am being ignored and gaslit by you guys at elephant.

              Business response

              06/12/2023

              June 12, 2023

              *********************
              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 20158109

              Dear *********************:

              Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *****************************.

              Elephant Claims has reviewed the newest information and will be submitting a check for the repairs which were approved. The most recent supplement (number 5) reflects only the approved repairs ****************** most recent shop of choice has completed.


              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 1-877-21 TRUNK ***************).


              Sincerely,
              ***************************
              Elephant Insurance


              Customer response

              06/12/2023

              [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.]

              Better Business Bureau:

              I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************

              Regards,

              *****************************



            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I filed a hail claim literally 3 weeks ago and havent heard from my adjuster since the claim was filed, 3 weeks ago. Ive sent 3 messages with no response. The company inspecting my car lost the notes and tried to come out for a second inspection until I reminded them they already came! Were on week 3 I still dont know the results of the inspection, the estimate or when I can take my car in. I thought a simple hail claim would be easy and quick! On top of that my policy renewed and is now over $200 what it was without my knowledge. Why would I pay $200 more and I cant get a simple hail claim taken care of. Im canceling my policy with elephant and would like for this hail claim to be wrapped up so I can move on to ****************.

              Business response

              06/16/2023

              Dear *********************:

              Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of ********************************

              At this time, repairs to ******************** vehicle are in progress at ******************** repair shop of choice and **************** has a rental vehicle. Payment for repairs was issued as a joint check to **************** and her repair shop on June 5, 2023,with supplemental repair payment issued June 14. Elephant will continue monitor repairs through completion. Elephant believes ******************** concerns have been addressed.

              Sincerely,
              Elephant Insurance Services
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              In good faith I was trusting that they would handle this in a timely fashion. Four or five days is reasonable since they dont operate on weekends. I get a call asking me if I still owned my car after waiting for a phone call or email saying they would be investigating- I got no such thing.They find out the fees are nearing four thousand and they tell me they needed to talk and get permission before making any payments ( I thought thats what they were doing from the beginning from the email I got from when I first filed the claim.) I get a call letting me know they would be sending someone to appraise my vehicle . I get a call a few days later letting me know its only worth **** and they would be using that to pay the debt. Im disappointed and upset by that answer. They also requested that I turn in my title but then later told me to hold onto my title a little bit longer. I waited through Memorial Day weekend. I call the tow company that has my car and find out there had been no negotiating about my title and that they had negotiated to ****$ and I discover I have options after the fact on my own. After discovering what a farse this all was I paid to have my car disposed of. This company is terrible . It feels like its standard to keep people waiting, giving people run around answers and lying to people. I sent them a picture of the receipt to let them know *** handled it. I want no further phone communication, everything in writing only- email only. I feel like people lose more with this company. Car insurance offers financial protection, with this company it feels like youll get the bare minimum in hopes that youll give up and accept your fate to cover their own assets.I once had to call a manager to get an answer and help and he asked me if I watch the news and see that were in the midst of a recession.Is they company struggling financially? Consumers have a right to know if theres issues. Ive had two cars insured here. -end 6/1/23

              Business response

              06/14/2023

              June 14, 2023

              *********************
              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 20130101

              Dear *********************,

              Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ****************************

              ****************** vehicle was struck by another motorist on April 27, 2023, and a claim was filed with the other drivers insurance carrier. Elephant sent **************** a letter and email advising her that she had a duty to mitigate additional expenses such as storage while coverage was investigated,but the vehicle was not removed from the storage lot and incurred daily charges.

              On May 16, **************** notified Elephant that the other driver's carrier denied coverage due to a material misrepresentation on the part of their insured. Elephant accepted the claim under ****************** Uninsured Motorist coverage and determined that it was a total loss.

              Elephant attempted to have the vehicle moved from the storage lot, but the storage lot required charges of $3,048.80 to be paid before they could release it. The lot advised Elephant that they would accept $1,200.00 and the title to the vehicle in lieu of the amount owed, and after conferring with ****************, Elephant agreed to the settlement on May 25.

              Elephant has been attempting to contact **************** since May 30 regarding the total loss settlement amount and reimbursement for the bill that she paid to the storage lot that are due to her and await her decision at this time.

              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 1-877-21 TRUNK ***************).

              Sincerely,
              *****************************
              Compliance Associate

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Elephant Insurance made a withdrawal from my checking account without any kind of notification. The policy cancelled on 5/15 at 12:01 and I went with a new company where the policy began on the same date at 12:01, so there was no lapse of coverage. I requested Elephant Insurance to send a final bill so that I could officially close the account. Instead, Elephant Insurance went into my checking account and withdrew $*** without any notification to me, so I had a large check not clear because I had no idea Elephant Insurance was going to withdraw $***.00 I need the company to 1) provide better communication to customers and due to their failure to notify me appropriately with the final bill, to refund the amount!

              Business response

              06/12/2023

              June 12, 2023

              T*** ******
              BBB Serving Central Virginia, Inc.
              100 Eastshore Drive Suite 100
              Glen Allen, VA 23059

              BBB Case Number: ********

              Dear T*** ******:

              Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of Ms. ******* ****.

              Ms. ****** policy was set to renew on April 28, 2023 with a payment due on that date. She contacted Elephant on April 20 to stop the payment and was advised that she had until May 15 to pay the balance owed before the policy would cancel. This payment was not received, and the policy cancelled effective May 15. Because Elephant provided coverage for the period between April 28 and May 15, there was a pro-rated amount owed, which was collected on May 26.

              Policyholders are advised in Elephant’s payment FAQ, which is provided with their policy documents, that Elephant is authorized to charge a customer for a past due balance after cancellation. If Ms. ***h would like to provide documentation that she replaced coverage prior to May 15, we will be happy to assist her in backdating the cancellation and issue a refund accordingly.

              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 1-877-21 TRUNK (1-877-218-7865).

              Sincerely,
              Julianne ******
              Compliance Analyst

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****.ELEPHANT AUTO l R800EAI001001039**** has violated my rights. 15 U.S.C **** section 602 A. States I have the right to privacy. 15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions 15 U.S.C ****c. (a) (5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. ****s-2 (A) (1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate I disputed ELEPHANT AUTO I R800EAI001001039**** multiple times and they are still breaking the law

              Business response

              06/08/2023

              Dear *********************:

              Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Mr. ************************************************************** uses a third party to obtain an insurance credit score based on information in a customers credit report. If ******************* has questions or concerns about the information contained within the report, he may contact the consumer reporting agency below directly about obtaining a copy of his credit report:

              Equifax Information Services, LLC
              PO Box 740256
              *******, ** 30374
              Phone: **************
              www.equifax.com/fcra

              If after obtaining a copy of his credit report ******************** believes there are errors, please contact the consumer reporting agency listed above.  Once he has resolved those errors, he may contact Elephant to have his score recalculated as a courtesy.This credit inquiry is a soft hit, which means our inquiries do not affect ******************* credit score.


              Sincerely,
              *******************************
              Compliance Analyst
              Elephant Insurance Services
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I filed an insurance claim in February because I got into a car accident. Elephant insurance is claiming I need to file a separate claim for any supplements on the claim. The car has still not been fully repaired and still needs body work, and is still making creaking sounds while it drives. I need them to cover all repairs as they are legally obligated to.

              Business response

              05/10/2023

              May 10, 2023

              ****************
              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 20025992

              Dear ****************:

              Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *****************************.

              ****************** advised Elephant on February 8, 2023 that he had chosen the shop he wanted to take his vehicle to for repairs. We sent the estimate and issued payment to the shop directly on February 21, 2023. The initial estimate was inclusive of both mechanical and body work and the check cleared on March, 2, 2023. ****************** notified ** on March 2, 2023 that the shop was going to reimburse him for the body work per the estimate. The shop then sent a supplement for additional mechanical work which we paid on March 22, 2023.


              At no time were we advised that ****************** selected shop was not able to complete the body work as per the estimate. Additionally,we are unaware if the shop did reimburse ******************, per his comment to ** on March 2, 2023.


              We will request the adjuster contact the shop to determine if they did reimburse ****************** for the body work portion of the claim. However, the issue appears to be with ****************** and his chosen shop as we issued payment per the estimate for both body and mechanical damages for ***************** vehicle.


              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 1-877-21 TRUNK ***************).


              Sincerely,
              ***************************
              Elephant Insurance

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Hello,I am reaching out to you about a file this am, which I have been waiting for an hour; then April, who works in the roadside service department for elephant insurance, wanted me to wait for additional two hours. E, it's the third-party vendorthe case # Cas-*******-D8k9h9. The customer service from the third party has not been helpful. I am frustrated, and I have to come out of the pocket of 200 plus dollars just to get this towed today. It's 51 degrees, and I'm unable to keep warm in the car due to the damages to my car. Also, the fact I have been waiting and I am paying for insurance has me so upset at this point. This third-party vendor you paid for has not been helpful in this situation.April lied and stated she worked for elephant insurance when she worked for a company that paid for services to do roadside services.Please give a resolution cause I have never seen this happen before.I spent 31 minutes on a call with *********************, who is the claim adjustor, which was not helpful in a resolution to the problem.Respectfully, ***************************-**** ************

              Business response

              04/24/2023

              April 24, 2023

              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 19974437

              Dear ****************:

              Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ***************************-****.

              The claim was filed at 9:42 am April 24, 2023 and a tow was set up for the insured on the portal. The dispatching company called the insured back at 9:49 am on April 24, 2023 and received voice mail. At 10:35 am the insured called back in, upset that the tow had not been completed. The insured was advised the tow would be handled, but that it would be some time before a tow truck was available.  

              At 10:57 am, the insured called in again asking about the tow. At 12:14 pm the customer called in once again and was told it would be 90 minutes before the vehicle could be towed. The customer then told the dispatcher the vehicle was at her home and that was the pickup location.Currently, the vehicle is at the home of the insured and tow is only to take the vehicle to the repair shop of the insureds choice.

              The insured was called within seven minutes of the original request, but failed to answer the phone.

              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 1-877-21 TRUNK ***************).


              Sincerely,
              ***************************


            • Complaint Type:
              Guarantee/Warranty Issues
              Status:
              Answered
              I have been paying $82.00 a month for Elephant's Loan Lease Payoff program for almost 2 years. I was in an accident in February and my car was totaled. Due to having a warranty on my car when I purchased it, they completely refused to pay off the lease. Not only did they refuse to honor what I have paid over $1,700 into, they are also refusing to refund the money I've been paying for the service.When you sign up for it it says you can't have gap coverage and other programs like that, they say nothing about not even being able to have a basic warranty on your vehicle. This is downright theft. This is very easily something that can be verified before taking someone's money under false pretenses. Had I known this, I wouldn't have just given them free money.

              Business response

              04/07/2023

              April 7, 2023

              ****************
              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 19902072

              Dear ****************:

              Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ****************************

              ************** received the Loan/Lease Endorsement with her policy. The endorsement states under A (1) (d) that the costs for extended warranties are not covered in the payoff. If ************** requires a copy of her endorsement, she may call the number listed below and we will be happy to assist her. 


              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 1-877-21 TRUNK ***************).


              Sincerely,
              ***************************


              Customer response

              04/10/2023

              Better Business Bureau:

              My "endorsement" was you telling me you would not honor a service that I had paid monthly for in lieu of $1,700. It is unethical that you accept payments for a service you can just decide to not honor while blatantly taking my money. Had I known in the beginning that you would refuse to honor the service, I would not have paid for it.

              So this is the breakdown. Customer A pays for service, you deny to cover, and keep all of the money they paid. Customer B does not sign up for the service, does not make the payments, and never loses an extra dime.

              This is very unfair business practices. I don't care if you don't pay it, but you should pay back what I paid you under the pretense you would. Since Customer B who never signed up for Loan/***** payoff never had to pay a dime. No where in my "endorsement" do I agree to give you free money for nothing.


              Regards,

              ***************************




            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Lost or excessive supplement approval time. 2 weeks and still waiting for a supplement approval for repairs to begin on my car. My car was brought to the shop March 14th. Body shop sent in supplement paperwork March 20th for the excess of repairs to be approved. Today is April 3rd and the shop is still waiting on the estimator to approve the supplemental charges to be reviewed and approved. No notes on the matter from the estimator (*****************************) I have verified with both the body shop and elephant, that the supplement was sent to the correct person (email address) and have proof from the shop the supplement was sent on 03/20/2023. On March 30 I was able to have an claims person send the supplement to the original estimator's (*****************************) supervisor. As of today, April 3, no word. The claims **** can't give me any info and there is no phone number to the estimator. I personally sent an email to ****** as well, no reply. As of now, ** personally calling in repeatedly to check the status and to have my rental extended. I'm nearing the end of my rental period (30 days) and they have yet to make a move on my repairs.

              Business response

              04/04/2023

              April 4, 2023

              ****************
              BBB Serving Central ********, Inc.
              *********************************************************************************

              BBB Case Number: 19889411

              Dear ****************:

              Thank you for notifying Elephant Insurance (Elephant) of the concerns of *****************************.

              Elephant has made several attempts to contact the insureds shop of choice over the past two weeks in an attempt to secure a copy of the supplement. Each time we called, a voice mail was left, but no calls were returned.

              Today, the supplement was approved, and rental was extended until April 10, 2023. Because the shop the insured chose for the repairs is not an Elephant direct repair shop, we unfortunately have no influence over them to return calls or provide us with documents promptly. The check for the supplement was made payable directly to the insureds shop of choice.

              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 1-877-21 TRUNK ***************).

              Sincerely,
              ***************************

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