ComplaintsforElephant Insurance Services, LLC

• Initial Complaint

  04/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was in an accident 11/21/2022. I had my vehicle towed to the shop where the repairs were to be done same day. I got a rental on 12/6/22. After speaking with 3rd ************* Innovations who does the estimates for Elephant, my case was closed 12/6 and no estimate was done until 1/18/23. I called several times throughout December and kept getting told my estimate was being expedited and my rental kept getting extended. On 1/18/23, an email was sent to me advising that my claim is now with the total loss ***** but previously I was assured by management that it would be repaired. I didnt officially find out about the total loss until 1/23/23 when Elephant agent went over evaluation paperwork for total loss. I disputed the evaluation because there were miscellaneous charges that could not be explained. I asked for an explanation for the total loss and a second estimate. I was lied to and told that in the state of TN a vehicle is deemed a total loss at 50%, 51%, and 52% of damages to market value of the vehicle. I looked it up and it says 75%. I was also told that my storage fees for the vehicle is what took it over the total loss limit, but should have no bearing on repairs. I was then told that it would be sent to management for reevaluation to determine if would remain a total loss decision. Then I was told they would just have the shop breakdown the vehicle and based on total charges for the repairs, they would make a determination. Then it was well CoParts has already picked up your vehicle, which happened on 1/25, but I had not signed anything and we were still working up an official estimate. I was then told that since CoParts already had the vehicle, even though I wasnt notified of anything, that there was nothing else that could be done and I would be financially responsible for having it towed from CoParts & would have to pay for a second estimate. I refused to sign the **** Elephant went to my financier and tried to get repossession put on my credit. Liars

  

  Business response

  04/07/2023

  April 7, 2023
  
  ****************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 19888955
  
  Dear ****************:
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of *************************.
  
  The delays ************** mentions were confirmed. It appears we missed a communication from Innovation, therefore the estimate was not written timely, and the total loss determination was also delayed.We appreciate ************** bringing these events to our attention.

  
  The estimate and desk review calculated the damages were at 51% of the value of **************** vehicle, but the vehicle had not yet been torn down to assess further damage. The state threshold for when a vehicle must be deemed a total loss is 75%, however, we took everything into consideration when making the total loss decision. Damages plus the estimated salvage return on a total loss came to $11,939.44. With the value at $15,336.45, and the vehicle not yet torn down, the numbers were too close to the threshold to proceed with possible repairs.

  
  When a vehicle is assigned to be picked up by Copart,Copart will not pick up the vehicle without having authorization from the repair shop where the vehicle is located. Copart indicated they called the shop and spoke with TJ on January 23, 2023, but the vehicle was not released as ************* still had to retrieve personal items.
  ****** called the shop on January 24, 2023 and again spoke to TJ, and he advised the vehicle was released for pick up. ****** then picked up the vehicle at the shops direction and with their permission.

  
  During the total loss process when a lienholder exists,Elephant is required to obtain signed power of attorney forms from the titled owner. *** calls were placed to ************** beginning on February 23, 2023, with no calls returned from her. On March 9, 2023, Elephant informed **************** lienholder that we had been unable to reach ************** after multiple calls, so we were unable to process payment to them since ************** had not signed the power of attorney forms.

  
  On March 20, 2023, **************** lienholder called Elephant and advised they would begin repossession paperwork so Elephant could forward the total loss payment back to the lienholder. **************** vehicle was ultimately repossessed by her lienholder.
  
  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

  04/12/2023

  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.
  
  [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.
  
  [The same 6 calls they placed to me, as did I to them plus a few more and met with nothing but lies and incompetence with the exception of a couple of reps who were truthful and non confrontational. My vehicle was undervalued and trumped up charges are on my so-called evaluation. I was denied a right to a second evaluation. My vehicle was picked up after I expressly verbalized my concerns. They worked OHCU of which I have been a member longer than I have been with Elephant to Repossess my vehicle and basically s**** me over just because they can. I think its bad business and I believe there was a time I dont think it would have happened in this manner. The economy may be a factor as well, but in my opinion its still bad business. I would like my statement posted for the next 3 years. I hope it helps keep others informed. Thank you.]
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quote and contacted by the elephant insurance on November 2023, they cover my 4 cars I started the policy on November 23rd, 2023 to start on Dec 7th,2023 and paid for the month for Dec to Jan 7th, and gave me a price of $575.91 per month and an initial payment of ****** made my first payment ahead on Nov 23, 2022 to start the coverage on December 7th, 2022 , following month I was automatic drafted from my account on January up to Feb 7th, 2023 it was my second payment $575.91 to cover up until Feb 7th. 2023 at mid term I received a letter saying they were going to raise my insurance for another incident that happened 5 + years ago, which is lawfully wrong since if is older than 5 years it should not count against me, since they decided still count it, I asked to cancel my account on the last week of January, 2023. When I talk to the agent on the phone I explained I wanted to make sure I didn't had any remain balance, the policy renewed every 7th of the month so I asked to cancel on February 7, 2023, (as I was advice by their customer service representative,) which is when the month ends. I have proof that they have a record that I canceled and I also made my change to another company where it started on February 7, 2023 .Now I have receive a collection letter for $771.14 I contacted the collection agency, but they said that they can only get an Itemized bill, and that can not get it off collections, they said because is prorated that I have this balanced, even if it is prorated I haven't used or had any extra days of coverage, since I cancel just to the day that it ended the period. I want this to be taken off from the collection and not to be recorded on my credit score, I did the required steps to cancel, and I did not use or had any extra days from their insurance coverage. I paid for the full 2 months I had this insurance. I have pictures of the web site of the payments and of the cancelation date. I will upload the images here.

  

  Business response

  04/11/2023

  April 11, 2023
  
  ****************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 19879150
  Dear ****************:
  
  Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of **********************************************.
  
  ************************-Olivass Elephant insurance policy became effective on December 7, 2023. ******************************** policy documents included a notice advising that the policy was subject to a 60 day underwriting period and that her premium may be recalculated as a result of discoveries made during that time. During the underwriting period for ***********************-Olivass policy, undisclosed accidents were discovered which impacted her rate and the discounts she was eligible for. ************************************* was sent a notice advising of the specific reasons for the recalculation of her premium. She was also advised that the effective date of the change was January 4, 2023.  
  
  As stated in her complaint, ************************************* made two payments to her policy her down payment on November 23, 2022 and an automatic draft premium payment on January 7, 2023 that had been previously scheduled. However, because her premium was recalculated effective January 4, the increase for the recalculation was billed to February 7. Although the policy was cancelled effective February 7, the January 7 automated payment was insufficient to pay the balance owed for the period of coverage between January 4 and the cancellation date of February 7, and this amount is now past due.
  
  We strive to provide every policyholder with a positive customer service experience. Please feel free to call us at 1-877-21 TRUNK (1-877-218-865) to have this matter resolved.
  
  Sincerely,
  *****************************
  Compliance Analyst
  Elephant Insurance Services

  Customer response

  04/17/2023

  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.
  

  I disagree on the following :

  1) I did mention to the agent, that I had an accident, on one of my the cars, on 2019, and she responded that since it was from 3 + years that it was already erased. 

  2) On regards of the prorated amount, I used 2 months and paid 2 months, and even if you prorate them, it can't be ****** the full month amount. 

  3) I did asked when I call to cancel when should I cancel to prevent any remaining balance, the lady that took care of my cancellation she explain that I could cancel on the 7th since that was when the new month starts. She never mention or say that I should pay a difference because of the prorating. or that even if I was going to still have to pay for the following month.

  I will not accept less than what it is, I did call way before the due date and informed myself from your personal, and that's what I was instructed to do, I will go beyond this point if necessary. We can have the phone calls review if necessary.

  If your personal deceptively mislead me to wrong information that is under your responsibility. I have an impeccable record of payments on any other insurances, and have always paid my dues, but in this case my customer rights are being violated. 

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

  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parked car was hit by a car driving out of a parking spot next to me. I was told there would be 2 adjusters in this case even though we are both elephant insurance customers. One for me and one who hit my car. It has been 13 days since my vehicle was hit and I have not been assigned an adjuster. Instead Im dealing with the adjuster for the party who hit me. Zero movement on this claim - I cant drive my minivan safely because the driver door isnt secure. Other party is saying I opened my door into him. I have a witness who keeps attempting to call the adjuster but has been unable. I even asked for an adjuster to advocate for me and so far nothing.

  

  Business response

  04/10/2023

  Dear ********************:
  
  Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. ******************************* March 31, 2023, Elephant finalized liability and notified ******************** of such. Additionally, Elephant confirmed ************************ repair shop of choice and provided the shop with the repair estimate that had been previously sent to ********************. ******************** advised that he would schedule a drop off date with his shop to begin repairs. Repairs are currently in progress for ************************ vehicle. Elephant will manage the repair process to completion. At this time, Elephant believes ************************ concerns have been addressed.
  
  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 (1-877-218-865).
  
  Sincerely,
  *******************************
  Compliance Analyst
  Elephant Insurance Services

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a minor car accident hitting a curb with my Camaro. It caused damage to rim and tire. I had the vehicle towed to a dealership in ******* ***** to have the tire and rim fixed out of pocket. When getting the tire and rim to the dealership I was advised that other damages had occurred and I needed to file a claim with my insurance. I then contacted the insurance and filed a claim with Elephant insurance who carrys my policy. The claim went fine. My vehicle then sat at the dealership for a month and elephant would not return calls, texts, emails except one advising that they switched agents and would contact me within ************************************************** emails. I had to pay $7500 out of pocket for my vehicle being fixed. Elephant insurance refused to pay on the claim stating they were not contacted in time and were not responsible for the insurance claim since they did not authorize the vehicle to be fixed. The car went there to be fixed out of pocket and the other issues were then found by the dealership and elephant was called. They then immediately sent me a case number and closed the claim, then opened one saying it was being investigated. They will not return calls, messages or texts. They need to pay the claim as it was made properly and all documentation was sent to them by the dealership prior to being fixed.

  

  Business response

  04/03/2023

  Dear ********************:
  
  Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of ****************************
  
  ************** reported a claim under his policy on February 10, 2023, for a loss that had occurred on January 17, 2023 involving impacting a curb while operating his 2010 Chevrolet Camaro. Elephant collected a statement of the facts of loss from ************** on February 16, 2023,where ************** indicated that he had purchased a rim and tire out of pocket.************** did not advise that any other repairs had been completed, but when Elephant requested photos of the vehicle damage to complete our coverage investigation, it was discovered that repairs to ****************** vehicle were completed between February 16 and 17, 2023. ****************** shop of choice confirmed that ************** had authorized order of parts and repairs to his vehicle. Elephant requested documentation of the damage prior to repairs from ****************** shop of choice. However, the shop was unable to provide the required documentation and thus Elephant was unable to verify the damage. As the loss was reported nearly a month after the loss date, this prejudiced our rights to inspect the vehicle prior to repairs being completed and determine what would be a covered loss. Unfortunately, Elephant was therefore unable to provide coverage for this loss.
  
  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 (1-877-218-865).
  
  Sincerely,
  *******************************
  Compliance Analyst
  Elephant Insurance Services

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is awful. They have your wrecked vehicle sent to their authorized auto repair facility where it sits for weeks and weeks. Well past the 30 days you are allowed to have a car rental, per policy. They refuse to return calls, refuse to authorize repairs, shift blame, give miss informationStill trying to get a claim settled that was opened in November!

  

  Business response

  03/15/2023

  March 15, 2023
  
  ****************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 19591721
  
  Dear ****************:
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ****************************
  
  ****************** is a named insured on the policy, however,we have not spoken to her or corresponded with her in regard to this claim. ************************ was the insured driver in the accident of November 1, 2022, and we have been working exclusively with him.
  
  Elephant informed ************************ that we had no Direct Repair Shops in ********* willing to work on Range Rovers, so we asked him to designate to us a repair shop of his choice. It has been very difficult to reach ************************ as each time we call, there is no answer, and the message indicates his voice mail box is full. Each time this occurs, we send an email to ************************ asking him to call us. The delays ****************** indicates in her complaint are a direct result of Elephant Claims not being able to reach ************************ by phone.
  
  ************************ chose a shop for his repairs more than two weeks after the accident, on November 17, 2022. Then, we failed to receive return calls from Mr. *********** repair shop of choice, which further delayed the repair. When we asked ************************ about the repair shop, he said he had been speaking with the shop, but neither he nor anyone at the shop had reached out to us.  
  
  In short, the delays in processing this claim are due to Elephant not being about to reach ************************ or his repair shop of choice in a timely manner. The shop is not one of Elephants direct repair shops, so we have no way to influence them. As of the date of this letter, we are still awaiting a supplement from Mr. *********** shop of choice and have been waiting for it since January. Elephant cannot proceed with the claim without the information from Mr. *********** repair 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,
  ***************************
  Elephant Insurance
  

  
  

  Customer response

  03/28/2023

  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,
  
  ***************************

   

  This is not what I was told by ************************. The garage had also stated having issues connecting with Elephant.
  

  I requested that they email ME as well for updates on resolving this issue. I check my emails DAILY and have yet to receive anything from Elephant on this matter.
  

  Im asking again that they contact me AS ******** email on resolving this issue. 
  

  Regards,

  *************************;
  
  
  
  

  
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had damage to my vehicle when I was inside a store 2 weeks ago. I came out and saw the damage, checked surrounding cameras to see if it was on video, which it was not. Filed the claim and was provided 5 shops that were their parent shops. 3 of which were 50 mins away, the other two were 40 mins away in a different state. I drove out of state and had the inspection done by their shop. This shop works with a third party not with elephant direct like I was told. So now Im calling and emailing **** times a day and can not get this addressed. The manager who took over said she was going to take care of this and expedite it, has not returned 10 phone calls and all emails for 3 days. Today she finally replied when I asked for her managers name and number. I spoke with someone else during one of my 9 calls to them today asking if there was any damage from a previous claim over a year ago. I sent pics of the car after it was repaired. I have since canceled my policy as this is a nightmare and I hope nobody else has to go through this. I have attached pics of the car after the damage from last year. I should not have to call 10 plus times a day and be two weeks out from their shops estimate to be waiting on a third party that I was not aware would be involved.

  

  Business response

  03/07/2023

  March 7, 2023
  
  ****************
  BBB Serving Central ********, Inc.
  *************************************************************************** 23059
  
  BBB Case Number: 19537613
  
  Dear ****************:
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of **********************************

  ********************** reported a loss to his vehicle on February 15, 2023, which he believed occurred the day prior. Elephant Claims was able to speak with him on February 16, 2023 at which time we explained the repair process.

  During the process, Elephant initiated a desk review for further investigation, which added time to properly process the claim. We explained to ********************** we had challenges attempting to relate the front and rear damages to the same event. ********************** stated he understood the situation and was most concerned about the front damage to the vehicle. He also advised he had researched ordering aftermarket parts for the repair, but that the parts would take four weeks to arrive.

  Mr. ********** repair shop of choice also advised him they were scheduling repairs 2-3 weeks out.

  Ultimately, Elephant made the decision to consider the front damage only as the loss related to the February 14, 2023 event. Because of the unrepaired prior damage issue on the rear of the vehicle that was included initially on the repair estimate, the estimate had to be modified to include only the damage which occurred on February 14, 2023. The events noted above contributed to the time required to properly process Mr.********** *************** 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,
  ***************************
  

  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was involved in an accident on 1/21/2023. I immediately reported the accident to Elephant Insurance even though it was not my fault. I never received a call from my Adjuster. Every time I left a message I never got a call back. My vehicle was totaled and Allstate was the insurance company of the person at fault. I was not happy with the vehicle valuation that Allstate performed using CCCOne for a number of reasons so I decided to file against my own insurance. The Loss adjust ******************* removed all the options that my vehicle has and did not included the fact that my vehicle was a Certified Pre-Owned vehicle which means it has a 4 year ***** mile Bumper to Bumper Warranty and a 7 year ******* mile warranty for power train that is assigned to my vehicle. Had I sold the vehicle, this would have transferred to the new owner so there is definitely a value there that I did not receive credit for. They also reduced the value of the comps by ***** across the board because the comps were from dealers since it was a 2019 and you don't find them from a private owner. The vehicles they used did not have all the options my vehicle had not even close. Mine was a ***** Odyssey EX-L with navigation and rear entertainment. Compared to a base ex-l there are many features that are not included. Allstate only added ******* because of all my added options that Elephant removed. My vehicle was a low mileage vehicle as well and in PERFECT condition. Allstate added ****** because of the condition. Elephant removed that as well. Elephant Insurance also stated that they do not include Sales Tax and License and fees in the vehicle valuation. Allstate does. Elephant FAILED to uphold it's contractual obligation by purposely decreasing the value of my vehicle. There are ZERO Comps that were equivalent to my vehicle and there is no way that you can find a vehicle like mine that is a certified Pre-owned for the amount of money I was forced to accept because mine failed me.

  

  Business response

  03/06/2023

  March 6, 2023
  
  ****************
  BBB Serving Central ********, Inc.
  *************************************************************************** 23059
  
  BBB Case Number:
  
  Dear ****************:
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ******************

  
  Based on ************** statements and a review of the photos from Copart, the additional options were added to the initial valuation as were changes to the condition. The changes to the market valuation increased the vehicles value to $32,948 (before the deductible would be applied).

  
  It is not uncommon for options to be missing from a vehicles valuation and Elephant always asks the owner to review the report carefully. Based on the claim notes, it does not appear we were given the opportunity to review the valuation with ************ as,after receipt of the valuation, he then informed us that he was proceeding through the claimants carrier. Immediately following this statement, we received the BBB complaint.

  
  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

  03/06/2023

  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.
  
  Your statement is false.  When your total claims adjuster pulled up the CCCOne report SHE removed the options as stated under the section VALUATION NOTES on the CCCOne report. This is noted on your valuation report.  Allstate used CCCOne for the valuation of my vehicle and Elephant insurance modified it.  If you use the same service which is supposed to be a 3rd party that Allstate uses then why would you need to change anything?  The issues I reported to my adjuster was that Allstate was not including in the value of my vehicle the fact that my vehicle is a CERTIFIED PRE-OWNED Vehicle which contains a 4 year ***** mile bumper to bumper warranty and a 7 year ******* mile Power Train Warranty.  There has not been any value associated with this.  Also I stated to the Elephant adjuster that none of the vehicles used included the exact trim or my vehicle.  My Vehicle is and was a 2019 ***** Odyssey EX-L with Navigation and ****************** and also had a towing package.  The compatibles were ALL base line EX-L models.  There are many added features when you move up to the model with Navigation and ******************* Your Loss adjuster removed all the features my vehicle had in her attempt to reduce the value of my vehicle and did not take into consideration the issues I raised.  Why on earth would someone accept a valuation of over ******* less from their own insurance company when my insurance company is contracted to protect me in the event of a loss and cover the Actual Cash Value of vehicle.  None of the vehicles you included in your report were inspected by anyone unlike my vehicle which has been and was found to be in excellent condition prior to the accident and did not have any negative title histories.  My vehicle also includes a warranty that none of the vehicle in your comparisons did, yet you reduced my vehicle valuation by $2,372 because you are unable to find any private party comparable because this is nearly a $40,000 vehicle.  The reason you are not using COMPARIABLE vehicles is because it would result in a much higher figure than you what you are claiming is the value of my vehicle is.  
  
  Regards,
  
  *****************
  
  
  
  
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 27th I called to have my auto insurance policy cancelled with them. They cancelled but in return I get an email stating I owe ******. I just paid ****** at the beginning of February. My policy was automatically drafted each month with the paymebt so everything was paid. My policy renewal was for March 1 and I found other insurance that was cheaper elsewhere. I should not have a balance due because everything was paid up. If I combine these 2 payments together that is over 300 dollars for the month of February and that should not be the case whe everything was paid before the renewal date.

  

  Business response

  03/13/2023

  Dear ********************:
  
  Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. ****************************** ******* Elephant policy was cancelled effective February 28, 2023. Following cancellation, Ms. ******* policy has a remaining balance owed of $156.02. After Ms. ******* February 3, 2022 payment during her first term, she had changed her automatic payment date to the first of each month. When the policy renewed August 9, 2022, we were unable to charge Ms. ***** on August 1, 2022 for the new second term prior to said term beginning. Therefore, the account was billed September 1, 2022 instead.Subsequent payment dates have been on a one month delay each time, resulting in one final payment being owed as of March 1, 2023 to complete payment for the end of Ms. ******* second policy term, as well as the covered days of Ms. ******* third policy term from February 9, 2023 to February 28, 2023.
  
  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 (1-877-218-865).
  
  Sincerely,
  *******************************
  Compliance Analyst
  Elephant Insurance Services

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled the policy. With cancellation of they simply sent an email confirming the cancellation and their policy. As we had cancelled the policy on the renewal date, we did not know of any further charges. They were trying to keep our business and we were no longer customers. We received a letter from a collection agency for $28.01 + a fee of $20! They stated their policy was that the last amount due we had to pay even through we were set up for an auto ACH pull from them they didn't pull! They did not contact further via **** or phone. They refuse to waive or fix the collection fee of $20 although the $28.01 was taken care of right away. They said their policy is good enough and it is our problem that they don't have to contact us as they sent us their policy to read via email.

  

  Business response

  02/23/2023

  February 23, 2023
  
  ********************
  BBB Serving Central ********, Inc.
  *************************************************************************** 23059
  
  BBB Case Number: 19450752
  
  Dear ********************:
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ********************************
  
  On December 13, 2022, ****************** called and cancelled her renewal policy to be effective December 16, 2022. At the time of the cancellation, ****************** had a balance due of $28.01. The balance due remained on her policy for an additional one month when, as per our procedure, her account was submitted to a collections agency because it remained unpaid (this is detailed in the verbiage of the Payment FAQ on page four, which ****************** has received on several occasions throughout her tenure with us).

  
  ****************** called us on February 2, 2023 and asked why her account was sent to collections. We explained she had a remaining unpaid balance. She agreed she owed the unpaid balance and paid $28.01. ****************** elected not to pay the $20.00 collections agency fee that had been assessed to her account.

  
  On February 22, 2023, ****************** called in again to discuss the $20.00 fee still with the collections agency. We advised her that we cannot remove the $20.00 collections agency fee, nor can we remove the credit report collections entry. ****************** has received the Payment FAQ document on at least four occasions detailing the Referral to Debt Fee of $20.00, which is assessed when an account is placed for collection.

  
  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

  02/23/2023

  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.]
  

  This company continues to explain their policy but offers no resolution.  They did not even wait more than 30 days as the first notice of collection was sent to the collection agency January 2023 which was 30 days. Once I recognized there was still a balance due, although the company made no attempt to reach me, the balance was paid. It is not reasonable to send to collection for 30 days of after payment due without trying to contact. 

   

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

  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was wrecked Dec 23 2022. Elephant did not get a hold of me for over five days after. They moved my car to their preferred body shop and it has been there for about 45 days and they haven't even approved it to be worked on. I have called them over 25 times about the issue. They have my claim to another company. I told them my contact is with this and they will deal with this issue. They said they need pictures to approve the claim. The body shop they picked has said they sent the pictures multiple times. They need to fix my car they do nothing to solve the problem. 5 times they said it would be resolved in 2 days. I am now refusing to pay my deductable due to their blatant negligence

  

  Business response

  02/13/2023

  February 13, 2023
  
  ********************
  BBB Serving Central ********, Inc.
  *************************************************************************** 23059
  
  BBB Case Number: 19380233
  
  Dear ********************:
  
  Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of ***********************
  
  As a courtesy, we are waiving **************** deductible in the accident of December 23, 2022. The Loss Adjustor informed ************** today and his claim file has been noted.

  
  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

  02/13/2023

  [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,
  
  ***********************
  
  
  
  

*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. ↩