ComplaintsforElephant Insurance Services, LLC

• Initial Complaint

  07/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim with my insurance company on 5/30/2021 in regards to my vehicle being vandalized while it was parked. I came to my vehicle after having parked it and had a huge dent and scratches all on the same side. On June 5th my vehicle was appraised for the damages. On June 9th I was sent an appraisal and was sent an email that my claims specials would be in contact with me within two days. I never heard from my claims specialist. However I wasn’t aware of what I should have done because it was my first time ever filing a claim. I waited a few weeks to hear anything from my insurance company. On June 25th I finally called myself claims Specialist ****** **** who at that time didn’t answer so I left a detailed message to call me back because I haven’t heard anything. When she returned my call later that evening she advised me that she was no longer my point of contact but that she and her manager both had issues with my claim. I was never contacted regarding any issues.

  

  Business response

  07/22/2021

  July 22, 2021
  
  BBB Serving Central Virginia, Inc.
  100 Eastshore Dr, Suite 100
  Glen Allen, VA 23059
  
  BBB Case Number: ********
  
  Dear ***** *********
  
  Thank you for notifying Elephant Insurance Services (EIS) regarding the concerns of our insured, Ms. ******* ********
  
  
  Ms. ******* ******* filed a claim on her policy on May 30th, 2021. Ms. ******* reported a vandalism to her 2014 Kia Forte while it was parked and unoccupied. Upon inspection, two separate points of damage were identified: the front driver’s side fender and the rear driver’s side quarter panel. The damage to the front driver’s side fender appeared to be inconsistent with a vandalism loss. Due to the discrepancy in damages, further review was needed to determine if the damage would fall under one claim or two claims.
  
  Our review of the damages confirmed that there were two separate losses. However, should any new evidence be received Elephant will review and adjust the position based on the merit of the evidence provided. No new information has been received to date. Although Elephant is sorry to learn that Ms. ******* is unsatisfied with the handling of her claims, a review of the claims determined that there was prompt follow-up with the customer.
  
  Elephant attempted to make payment in order to indemnify Ms. ******* for the vandalism damage to the rear driver’s side quarter panel. However, Ms. ******* advised that she would not accept payment at that time due to her concerns regarding the ongoing collision claim. Because no payment could be issued, per the customer's request, a letter advising the claim would be closed was sent, with the option to reopen when Ms. ******* was ready. On July 20, 2021, Ms. ******* notified she would like payment to be issued. Payment was issued that same day under her Other Than Collision coverage.
  
  
  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,
  ***** **********
  Elephant Insurance Services

  Customer response

  07/22/2021

  Better Business Bureau:
  
  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 previously stated there was no appeal process for which I could have gone through to my availability. Once i asked to appeal the entire board at Elephant had allegedly already reviewed the claims details and photos before I was even notified; therefore taking away my right to appeal in a formal process. For said reasons I am seeking the second opinion of an outside party appraisal and will continue to dispute the findings of the claim provide by my insurance company.I', not sure the number of claims which are filed daily through this company but what I am sure of this company is not acting in good faith nor providing a service to their client (myself) which is a service i paid for for many years. I pay for insurance in the event i should need it which the expectation that should I need to file a claim I will be handled in a manner that is doing the right thing. Instead I find myself filing formal complaints due to the negligence and the poor manner in which my claim was handled. I have to pay out of pocket expenses to have a public party review my damages only to submit documentation to the same people whom already made their mind up prior to reporting back to me. For obvious reasons this solution is being rejected and does not provided a solution that is reasonable. 

   

  
  Regards,
  
  ******* *******
  
  
  
  

  
  

• Initial Complaint

  07/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My vehicle was involved in a motor accident on 6/25/21. The other driver was deemed at fault. Upon filing my claim I was advised that although my policy does not have rental reimbursement, because it was an uninsured driver claim, once confirmed and approved, my insurance would be able to provide me with a rental vehicle. I spoke with 3 different people who all told me the same thing. Today, 7/2/21 I was finally able to speak with my adjuster, who told me the information given was incorrect and they would not be able to provide me with rental assistance. When I inquired about the information given, he stated that in OH, they can either provide you a collision claim or an uninsured motorist claim, but not both and that there was nothing else he could do to assist further. I am very frustrated as after being injured in an accident, my vehicle totaled and a week of waiting based on information given, I am being told that my insurance can’t help me even though this was not my fault.

  

  Business response

  07/06/2021

  July 6, 2021
  
  ***** ********
  BBB Serving Central Virginia, Inc.
  720 Moorefield Park Drive, Suite 300
  Richmond, VA 23236
  
  BBB Case Number: ********
  
  Dear ***** *********
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ****** *********
  
  I have reviewed the Ms. ********** policy and claim. Ms. ******** carries Collision coverage on her Kia Soul and does not carry Uninsured Motorist Property Damage or Rental Reimbursement coverage. She does carry Uninsured Motorist Bodily Injury coverage. Elephant apologizes for any confusion in the communication of the available and applicable coverages on the policy, however, the assigned adjuster correctly advised we are unable to offer a rental vehicle as she does not carry any coverage to supply it.
  We are proceeding with handling the vehicle damages under her Collision coverage. She does also carry Uninsured Motorist Bodily Injury and can pursue an injury claim under it after the UM investigation is complete if she desires to.
  
  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,
  ****** ******
  Compliance Analyst

• Initial Complaint

  06/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It's been 8 days since my wife was was involved in an accident that was caused by one of Elephant's policy holders. While we understand that there is a process, it's quite ridiculous and inconvenient that we can not get a rental car while Elephant processes how much the damages to the vehicle will total. Regardless of what is left to cover a rental, GIVE ONE! Our life, thankfully, is moving forward but how can we get our daughter to her school graduation celebration? How can we get groceries? How can we get to where we NEED to be? My wife called in to address these concerns to NO avail. When the request was made to speak to a supervisor, this was the response: "They're not going to be able to do anything either"! All of this feels intentionally slow. While we are not Elephant policy holders, we SHOULD be a priority. I've never witnessed any process be this slow and inadequate. All we've heard from a few people is that we should call our insurance if we want a rental. What a joke.

  

  Business response

  06/18/2021

  Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. **********-***.
  
  Elephant was notified on June 7, 2021 of a three-vehicle accident that occurred earlier that day involving an Elephant policyholder, Ms. ******* **********-***, and another driver.  An investigation into coverage and liability ensued after receipt of the claim. Elephant found the insured-driver at fault for the loss, accepted liability, and cleared coverage by June 14, 2021.  Contact was made with Ms. ******* **********-*** that same day to set up an estimate and photos for the damages to her vehicle.  At that time, Elephant advised Ms. **********-*** that there is a possible limits issue due to extent of the damages reported, and that Elephant is currently pending contact from the third driver and confirmation of the damages to their vehicle.  Because of the potential for a limits issue, Elephant may not be able to pay for the full amount of damages incurred by both vehicles and, until this is confirmed, is unable to make any payments towards vehicle repairs. Elephant would like to reassure Ms. **********-*** that continued efforts are being made to try to resolve the claim as quickly as possible.  However, should she elect to pursue repairs through her own carrier in order to expedite the repair process, her carrier can contact Elephant for reimbursement of the damages they’ve covered once repairs are completed.
  
  
  We strive to provide every customer 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 (1-877-218-865).
  
  Sincerely,
  Anne B*****
  Compliance Analyst
  Elephant Insurance Services

• Initial Complaint

  06/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an insurance policy with the elephant car insurance and they have everyone set up on auto draft automatically if you pay for your policy online which is misleading first of all then my policy was canceled on June 7 from the company, which made the entire contract null and void. Yeah they still continued to auto draft money out of my account without any new authorization to do so. When brought to their attention not only did they not give me to a supervisor or manager they were unprofessional and rude and refused to even consider collecting their mistake. I gave no consent for the money to be taken from my account following the contract being canceled I would like to see what I can do about getting my money back as well as making it publicly known that they were doing this to people. It is bad business- Attached below are screenshots of their promise to their consumers as well as the money they took out of my account that left me negative it’s not my monthly amount either

  

  Business response

  06/17/2021

  June 17, 2021
  
  ***** ********
  BBB Serving Central Virginia, Inc.
  100 Eastshore Drive, Suite 100
  Richmond, VA 23059
  
  BBB Case Number: ********
  
  Dear Ms. *********
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of Ms. ******* 
  
  Ms. ****** purchased her six-month policy online with an effective date of January 17, 2021, and enrolled in a one-month-down payment plan with a due date of the 17th of each month.  Unfortunately, no payment was received for the premium due on May 17, 2021.  On May 20, 2021, Elephant notified Ms. ****** that no payment was received and requested she make a payment to prevent the policy from canceling but unfortunately payment wasn’t received and the policy canceled effective June 7, 2021. 
  Because Ms. ******** policy canceled with an outstanding balance, the remaining premium owed was drafted on June 11, 2021.  However, an additional $***** is still owed to for fees incurred when the May 17, 2021 payment was not received.     
  The policy was canceled after not receiving payment to keep the policy in force.  As such, a refund will not be issued to Ms. ******.
  Elephant strives 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,
  **** ******
  Compliance Analyst

  Customer response

  06/25/2021

  
  

  
  ID number ******** filed on 6/11/2021. I am notifying you to let you know the issue/claim has not been resolved and I would like to proceed with further steps to attempt and resolve issue. The policy was canceled and auto draft remained in effect after agreement was canceled. I would like to proceed with getting my money back since I did not authorize them to take any money from my account after the policy was canceled. 
  

  
  

  
  

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

  

  Business response

  06/28/2021

  June 28, 2021
  
  ***** ********
  BBB Serving Central Virginia, Inc.
  100 Eastshore Drive, Suite 100
  Richmond, VA 23059
  
  BBB Case Number: ********
  
  Dear Ms. *********
  
  Elephant is in receipt of your request for additional explanation regarding the above-referenced complaint filed by Ms. *******
  
  When Ms. ****** purchased her policy online, she authorized Elephant to debit her bank account for the down payment that was due at the time of purchase and for Elephant to initiate recurring debits for the payment of insurance premiums and any associated fees.  Since there was an outstanding balance of premium owed when the policy canceled, Elephant, in accordance with the authorization provided by Ms. ****** at the time the policy was purchased, debited her account for the outstanding balance.  An additional $***** in fees remains outstanding which were incurred when the payment due on May 17, 2021 was not received.
  
  Elephant strives 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,
  **** ******
  Compliance Analyst

• Initial Complaint

  06/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have received another collections notice for an amount due to Elephant Auto Insurance on April 15, 2021. I contacted them to let them know that their collections agency, ********** ********** ******* has contacted me regarding this debt. This is the second time and they acknowledged they still have my driver's license on file that shows I am not their customer. However, they refused to contact their collection agency to remove my name and information from this file knowing that it is negatively affecting my credit history for the second time. I have since sent a copy of the letter and my documentation sent back in 2019 to the collections company with a copy to Elephant Auto Insurance. I would like this removed from my credit history immediately and for them to never do this again.

  

  Business response

  06/14/2021

  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of **** *******.
  
  Elephant has confirmed with the collections agency, ********** ********** *******, that the credit reporting agency reported the incorrect consumer and that the debt has been removed from Ms. *******’ credit report.
  
  We strive to provide every policyholder with a positive customer service experience.
  If we can be of any further assistance, please feel free to call us at (877) 218-7865.
  
  Sincerely,
  Anne B*****
  Compliance Analyst  

• Initial Complaint

  06/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  01/15/2020 the amt *****. the car was stolen in Jan was found in march and the insurance as yet to pay for the damages and the mileage for the car. they only been dodge on there end of what they need to pay. also it doesn't stay in the contract that they don't pay for mileage which occur thru the theft. i want them to pay for the damages and mileages that happen when the people had the car.

  

  Business response

  06/14/2021

  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ******* *****.
  
  I have reviewed Ms. ******* claim.  Ms. ***** reported her vehicle stolen on January 15, 2021. The adjuster worked to obtain the necessary affidavits and loan/lease information to proceed with a potential total loss payment. However, we received confirmation that Ms. ******* vehicle was recovered on February 24, 2021 in **** ********. As the vehicle was now recovered with damage it was inspected and deemed repairable on March 2, 2021 and payment was issued based on the original estimate that same day. Ms. Smith turned the vehicle back into BMW, and they advised of additional damages to the vehicle. The appraiser reinspected the car and reviewed the claimed additional damages. It was agreed to pay some of the additional damages as they may have been related to the theft, and payment was issued on June 7,2021.  Elephant also made payment for a rental car (this payment was over the rental limits of Ms. ******* policy as a courtesy due to the length of time taken to resolve).  The mileage overage alleged to have been caused by the theft is not something covered under the policy. However, the appraiser did ask for documentation to show that it occurred to possibly review for any sort of exception or to try and assist with the lessor. To date Ms. ***** has not provided any sort of proof of this claim.
  
  We strive to provide every policyholder with a positive customer service experience.
  If we can be of any further assistance, please feel free to call us at (877) 218-7865.
  
  Sincerely,
  Jackie B*****
  Compliance Analyst

  Customer response

  06/14/2021

  Better Business Bureau:
  
  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,
  ******* *****
  
  
  I have sent this copy of the receipt to them also it doesn’t stated on the auto policy doesn’t cover mileage. It states auto lease coverage doesn’t give full details on what’s cover or not. I feel it should be paid due to the fact your rep didn’t tell me they found my car i called h also he wasn’t available when i called him. I have emails states where he never which back to me where i had to call supervisor to even get updated on my claim. I won’t be happen until they pay half of this balance because doesn’t state in the policy where they don’t 
  
  

• Initial Complaint

  05/05/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased an insurance plan on 4/19/21 to begin 4/20/21 with a plan to pay each month for 6 months. At the time of purchase they said I would pay ****** for the first payment and 301 and change for each subsequent month. On looking at how much I needed to pay this month on 4/5/21 the company is claiming that I owe *** for this month and *** for subsequent months. They base this claim on me having added a driver, which I haven't done. I would like it if the company would abide by the contract they provided.

  

  Business response

  05/12/2021

  May 12, 2021
  
  ***** ********
  BBB Serving Central Virginia, Inc.
  720 Moorefield Park Drive, Suite 300
  Richmond, VA 23236
  
  BBB Case Number: ********
  
  Dear ***** *********
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ****** *******
  
  Mrs. ******** policy premium increased due to additional driver activity found on consumer reports for herself and the other listed driver ******* ****** during the initial Underwriting review period. Specifically, CLUE Report returned an incident for ****** ****** on 8/9/2018 and 11/14/2018 and ******* ****** on 11/15/2019 and 03/17/2020 resulting in a premium increase of $******. A notice was sent to Mrs. ****** outlining the reason for the increase in premium.
  There was no additional driver(s) added to the 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 ***** ********* 
  
  Sincerely,
  
  Compliance Analyst

  Customer response

  05/12/2021

  [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.]
  
  I did not receive the letter the business sent me until today, but I understand the increase now.
  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: [email protected].
  
  
  Regards,
  
  
  ****** ******
  
  
  
  

• Initial Complaint

  04/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The client that did a Hit and run has Elephant Insurance for her car. The accident happened on 4 7 2021. I have her driver license, she gave me a picture of her Elephant Insurance policy, I have a picture of the client. I talked to ***** ***** her Insurance Representative, she saids that the client is ignoring her calls about the accident she did. And unfortunately there nothing they can do. Ridiculously to tell someone that your Client is ignoring her Insurance company. There is a police Report that has her at fault. The client name is *** *********. I want my money for the damage she did to my car. Period!!! I told the next step should be to sue her and her Insurance company. I want the money for the Damage done to my car. ****** COLLISION AUTO PROVIDED THE ESTIMATE.

  

  Business response

  04/30/2021

  
  April 30, 2021
  
  ***** ********
  BBB Serving Central Virginia, Inc.
  720 Moorefield Park Drive, Suite 300
  Richmond, VA 23236
  
  BBB Case Number: ********
  
  Dear Ms. *********
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of Ms. **********
  
  Ms. ********* filed a claim with Elephant on March 7, 2021, reporting that she was driving her vehicle at the intersection of 95th Street and Stoney Island in Chicago, Illinois when an Elephant policyholder sideswiped her vehicle. A copy of the police report was received which states Ms. ********* was rear-ended by the Elephant policyholder, rather than sideswiped as reported by Ms. ********* at the first notice of loss. Although the loss description varies between the reported facts of loss and what’s listed in the police report, either scenario requires a comprehensive investigation to establish a liability decision which includes a recorded statement from the Elephant policyholder.  Several attempts have been made to reach the other driver involved but have been unsuccessful to date.  Currently, the liability investigation remains ongoing and the claim is now being handled under a Reservation of Rights. 
  Elephant is sorry to learn that Ms. ********* is unsatisfied with the timeliness of the claim investigation and would like to reassure her that we are working hard to resolve the claim as soon as possible.  Elephant understands that Ms. ********* has pursued repairs through her carrier at this time and that they plan to pursue Elephant for reimbursement through subrogation.  Should Elephant accept liability, the subrogation demand will be reviewed and reimbursed accordingly. 
  If we can be of any further assistance, please feel free to call us at ***** ********* 
  
  Sincerely,
  **** ******
  Compliance Analyst

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩