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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I got in touch with Elephant insurance on 06/13/24 @1:25pm cst, to ask for the cancellation of my insurance policy with them, in order to avoid any future renewals and charges. The representative informed me that I had until June 29, 2024 to cancel the policy, which prevents any renewals and charges. I sent an email to Elephant insurance on June 19, 2024, requesting the cancellation of the policy. I also had a conversation with an agent on June 20, 2024 who assured me that the cancellation date would be backdated to June 16, 2024 to correct any mistakes made by the previous agent. Nevertheless, on June 23, 2024, the company charged me $390. I am in need of an immediate refund of $390! The information on Elephant insurance's website is deceptive, as it displayed a renewal policy cost of $240 if I didn't cancel by June 29, 2024.
Business response
06/24/2024
June 24, 2024
*********************
BBB Serving Central Virginia, Inc.
*******************************************************************************************************
BBB Case Number: 21889246
Dear *********************:
Thank you for allowing Elephant Insurance to address the concerns of *************************.
An Elephant employee erroneously attempted to cancel Ms. ******** already-cancelled policy which caused an issue within our system. We are currently working with IT Support and Billing to reverse the entries and to have Ms. ******** policy re-cancelled on the correct date.
We apologize to ***************** for the inconvenience this has caused and thank her for bringing this issue to our attention.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
06/26/2024
[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,
*************************Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 5/30/24 Elephant Insurance client hit my car.***************************, claims adjuster only would accept his insurance preferred collision company to do the repairs.I went to the preferred collision company (County ********************** estimate for $641.37. **************** then sent me an email stating he mailed a check for the amount of $641.37. This is a unfair amount due to the fact it does include car rental & lost wages.Business response
06/13/2024
June 13, 2024
*********************
BBB Serving Central Virginia, Inc.
*******************************************************************************************************
BBB Case Number: 21844273
Dear *********************:
Thank you for allowing Elephant Insurance to address the concerns of *********************.
The date of loss was *** 30,2024 and Elephant accepted responsibility on behalf of our insured. On June 5, 2024, ************ provided her email address to us, and at the same time, *********** requested a list of Elephant Direct Repair Shops. Claims had also indicated to ************ that she had the option of choosing any shop she liked, to have the repairs completed on her vehicle.
On June 7, 2024, ************ called us and stated she wanted to use her own shop for repairs, and she would let us know which repair shop she wanted to use. Because by June 10, 2024, we had not heard back from ************ regarding the name of her chosen repair shop,Elephant paid ************ directly for the repairs based on the initial estimate we developed. We also emailed her a letter explaining the claims process, which included a statement that if she required a rental vehicle to contact us and within the email, we reiterated that she had the right to choose her own repair shop.
On June 13, 2024, *********** called in to Elephant and we repeated what was in the email, that because her vehicle was drivable, as soon as her repair date was scheduled, the parts were received and her vehicle dropped off, a rental would be provided for her.
************ never mentioned she wanted to be reimbursed for lost wages. If ************ would like to discuss lost wages, we would ask her to call Elephant Claims, and also to advise of when the conditions are met for the repair of her vehicle so that if she requires a rental, one can be provided for her.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
06/13/2024
[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,
*********************Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I canceled this Insurance on April 27 and again April 28, 2024. I was told by one rep representative that email cancellations is not accepted. Then I called this company and asked them to stop debiting my credit card, for debits I didn't authorized. They first said I owe ******, then ****** and when I spoke to representative he said I owe ****** . Why is this company continue to charge for insurance that has been canceled.Business response
05/28/2024
May 28, 2024
*********************
BBB Serving ****************, Inc.
*****************************************************************************************************************
BBB Case Number: 21758109
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ****************************************.
Elephant has no record of receiving cancellation request emails from *************************** as she states. Our records show we emailed *************************** a non-pay cancellation notice on April 30, 2024, to be effective May 10, 2024, and she called in the same day (4/30) to get a quote on reducing coverage.We next heard from *************************** on May 9, 2024,when she emailed us stating she was not renewing her policy, and we reminded her we had sent her an email stating her policy would cancel May 10, 2024. In our email response to her, we asked her to call us to discuss her cancellation date.
On May 10, 2024, Elephant we also called ************************** to assist her in canceling her policy on a different date, but there was no answer and no voicemail option.
The chart below shows the transactions for the amount due of $193.44 for **************-Conleys policy:
Date Description *** Credit *** Due
04/07/2024 Installment Fee 7.00 7.00
04/07/2024 Premium - Renewal - Installment 2 of 2 2,345.00 2,352.00
04/07/2024 Premium - Policy Change - Installment 2 of 2 (280.00) (280.00) 2,072.00
05/07/2024 Policy Fee 35.00 2,107.00
05/07/2024 Policy Late Fee 10.00 2,117.00
05/10/2024 Premium - Cancellation - Installment 1 of 1 (1,923.56) (1,923.56) 193.44
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
05/28/2024
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,
****************************Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was struck on Feb 21, 2024. Elephant acknowledged that I was covered for the necessary repairs. I sent it to a body shop that couldnt get it done in a timely manner. Elephant sent them a check without communicating that with me. I took my car to another shop (****** ************ that agreed to get on it right away. The shop (******) fixed the physical damages. However, my widows are un operational which makes the car unsafe to drive. ****** recommended a specialist shop to fixed that issue. I agreed with them. I informed Elephant by phone, which is the only way I have communicated with them. They spoke with ****** and asked me to pickup my car and take it to the specialist with the knowledge of it being unsafe to drive. I have called and left voicemails expressing my dissatisfaction about their methods and have not received a returned call. I received a Radom text from someone from Elephant and had to call 1 of their other numbers just to speak with someone. However, the problem still exists. My car is sitting at ****** collecting storage fees. Elephant is dragging this out and avoiding speaking with me on the phone which is how Ive always communicated with them. I spoke with ****** and they said that Elephant was going to send someone to tow my car to the specialist. That hasnt happened. ****** and I have no idea on the hold up with Elephant. I am highly dissatisfied and this situation very stressful. Please help.Thanks,************************* ********** Elephant: Claim 2024-00422982 ********************* Claims SpecialistEMAIL ********************************* Tel: ************** Fax: ************** www.elephant.comBusiness response
05/02/2024
May 2, 2024
*********************
BBB *erving ****************, Inc.
*******************************************************************************************************
BBB Case Number: 21656800
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *************************.
Elephant Claims has called, and sent emails and texts on many occasions, almost all of which have gone unanswered. The following is a timeline of Mr. ******* claim:February 20, 2024
**************** reported a loss which occurred on February 17, 2024.
Acknowledgement of Claim email sent to ****************.
February 21, 2024
Claims made an outbound call to **************** to obtain a recorded statement but there was no answer. A voicemail message was left asking for a return call.
Claims sent an email to **************** asking him to contact us regarding his claim.
February 22, 2024
Claims made an outbound call to ****************, who answered but said he was busy. **************** stated he would return Claims call.
Claims received an inbound call from **************** who provided a recorded statement.
February 23, 2024
Claims received a voicemail from ****************.
Claims made an outbound call to **************** regarding his voicemail, who answered but said he was busy. **************** stated he would return Claims call.
February 26, 2024
Claims received a voicemail from ****************.
Claims made an outbound call to **************** in reference to his voicemail.
February 29, 2024
Claims sent an email to **************** advising him we had information regarding his estimate and we asked him to contact us.
March 4, 2024
Claims sent **************** an email asking him to contact us.
March 6, 2024
Claims sent an email to **************** indicating we had concluded the investigation and were going to proceed with his claim under Uninsured Motorist coverage.
March 8, 2024
Claims made an outbound call to **************** so we could obtain the contact information of his repair shop of choice and next steps. We advised we sent an email on February 29, 2024, and that we need the name of his chosen shop to see if they had availability.
**************** said he had not chosen a shop yet, but he would look into it.
We asked that he respond to our email when he has decided so we could move forward.
**************** indicated he understood, but he wanted the estimate information to be given to him over the phone, which we did provide.
March 11, 2024
Claims received a voicemail from **************** who stated he was having trouble finding a repair shop.
Claims emailed a list of Elephants direct repair shops to ****************.
March 19, 2024
Claims sent an email to **************** asking him to provide the contact information for his repair shop of choice to us.
March 21, 2024
Claims received an email from **************** indicating he chose G & *ons, which is an Elephant direct repair shop.
Claims sent the estimate check to G & *ons since they are an Elephant shop, along with the estimate.
Claims sent an email to **************** with contact information for his repair manager.
Claims sent a second email to **************** with details of next steps in his claim.
March 27, 2024
Claims received a voicemail from **************** asking for a return call to discuss the repairs.
Claims made an outbound call to the repair shop to see when they could get his repair started, and the shop put **************** on the schedule for April 15, 2024.
Claims made an outbound call to **************** advising him the repair shop has him on the schedule for April 15. **************** stated he no longer wanted that repair shop, but he did not know which repair shop he was going to choose yet.
Claims advised **************** he would need to provide the estimate to the repair shop he chooses so they can order parts and start the repair process. Claims also discussed the supplement process and advised that a rental would be available for the repair time.
April 1, 2024
Claims received a voicemail from **************** who stated he was going to * Automotive.
Claims made an outbound call to * Automotive and they stated **************** had dropped off his vehicle that morning.
Claims sent an email to **************** advising him of the Claims process.
April 2, 2024
Claims emailed the estimate to * Automotive and they responded that the estimate had been received.
April 11, 2024
Claims sent an email to **************** indicating that because he was unable to provide the estimate to the repair shop, we have emailed a copy to them.
April 12, 2024
Claims received a voicemail from **************** asking for a rental.
Claims made an outbound call to * Automotive and *tellar advised there is an electrical issue with the driver side door, and since *tellar is a body shop only, they would have to refer the vehicle to another shop.
Claims made an outbound call to **************** advising him of the conversation with *******.
**************** stated * Automotive had already started the repairs, and Claims advised **************** that * Automotive told us they were going to wait until the door issue was resolved. **************** said he would take the vehicle to his own mechanic later. Claims further advised **************** a rental would be set up for the time the vehicle was under active repair.
April 19, 2024
Claims made an outbound call to ****************, who stated the door damage was due to the accident.
Claims advised **************** that we would need to inspect the vehicle before we could pay additional on the claim.
Claims made an outbound call to * Automotive who said they would be sending a supplement for the light, and while they could not tow the vehicle to the mechanics shop, the other shop could come get the vehicle and tow it.
Claims sent an email to **************** regarding his rental and let him know where he could pick up the rental vehicle.
April 23, 2024
Claims made a payment to * Automotive for repairs.
Claims sent an email to **************** and advised him we sent payment to the body shop.
April 26, 2024
Claims emailed **************** and reminded him to pick up his vehicle from * Automotive since the repairs were completed. We also asked that he have the mechanical shop write an estimate for the driver-side door and send to us for review.
Claims sent **************** a Move and Mitigate Letter to remove his vehicle from the * Automotive repair shop lot.
Claims texted **************** asking him to please check his email.
Claims cancelled the rental vehicle order because **************** never picked up the vehicle.
April 29, 2024
Claims texted **************** and asked him to check his email (for the email sent on 4/26/24).
April 30, 2024
Claims made an outbound call to * Automotive asking if the vehicle had been picked up and the repair shop indicated it had not been.
Although **************** indicated in his complaints he only ever spoke to Elephant on the phone, that is not correct. On March 21, 2024 he forwarded us a document via email. It was Mr. ******* choice not to respond to our emails and texts. Had he done so,he would have known his vehicle was repaired and it was ready to be picked up or towed to another repair shop.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
*incerely,
Elephant InsuranceInitial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 21, 2024, I hit a pothole while driving the interchange between highway 360 Northbound and 183 Westbound. This is a very rough road with several potholes. When my tire hit one pothole a certain way, it spun my car into the cement guardrail and a post near the end of the interchange. I went ahead a filed a claim because the damage to the front end, my tire, and the fender were significant. They approved to pay $2500 and I pay my deductible of $2500. I was waiting to ensure parts were in prior to taking my vehicle to the body shop because of my insurance companies very strict rental policy and that the car was still drivable at the moment. A couple days later, I was on the balcony at my job and noticed the large dent on the roof of my car and several scratches down the trunk. The accident happened pretty fast, so I'm not entirely sure how the damage occurred, but the wooden post did go flying when I hit it. I assume it hit the top of the roof and slid down the back of the vehicle. It happened so fast, I don't even know. I called my adjuster a few days later when my radiator busted and my engine overheated from the damages. My adjuster, *************************** told me to let the body shop know to submit a new supplement for the damage, which they did. Today, the body shop received a call that they were denying the supplement because the damage wasn't originally notated. Yet, damages that are not originally noted are reasons for supplements to be submitted in the first place. I've tried calling my adjuster several times and he is refusing to call me back. ALL damages from this accident should be covered through this claim and not doing so is 100% bad faith. In fact, I was told to simply file a second claim for the same incident date and the same accident to get any further repairs done.Business response
04/29/2024
April 29, 2024
*********************
BBB Serving ****************, Inc.
*******************************************************************************************************
BBB Case Number: 21632204
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ***************************.
Elephant has paid Ms.Tranthams repair shop of choice for the initial estimate and two supplements:$2,281.50 on 4/1/2024, $5,068.93 on 4/5/2024, and $845.14 on 4/29/2024. At this time, Elephant does not believe that the roof and rear damages are a result of the accident which ******************** states occurred on March 21, 2024.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
04/29/2024
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 company is assuming that because it was not part of the initial statement, it must be previous to the incident. This is far from true. I only noticed the dent in the roof when I was two stories up looking down on it. Upon which, I went downstairs to take a closer look and saw the scratches. The retaining wall that I hit included a wooden pole with several more leading down to the merge lanes. When I hit the pole, it bounced up, put a hole in the hood and then it must have bounced again and hit the roof and slid down the back of my car. No other explanation can even begin to explain the hole in the hood.To top it off, why would I be told to put in an additional claim with the same incident info if they truly believed the damage was unrelated?
Regards,
***************************Business response
04/29/2024
April 29, 2024
*********************
BBB Serving ****************, Inc.
*******************************************************************************************************
BBB Case Number: 21632204
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the additional concerns of ***************************.
Elephant is not saying that because the damage was not noticed on the initial report that we are denying that portion of the damage. Supplements, like the ones already approved and paid for ********************, address additional damage that is believed to be part of the accident but was not discovered initially.
Based on the accident description and Elephants team of claims experts, Elephant believes the additional damage to the roof and rear of the vehicle were not a result of the accident ******************** reported. The damage is not consistent with the facts of loss as reported by ********************.
The reason we have asked ******************** to file a separate claim for the roof and rear of the vehicle is because we do not believe that damage was a result of the initial accident. The second claim would be treated as a different cause of loss and the damages would be subject to a separate, second deductible.
If ******************** desires to file a second claim for the additional damage that was not a result of the first accident, we would ask her to call Elephant Claims to file a new,separate claim.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
04/29/2024
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.
Not one of your experts gave seen the damages personally. You are going off of pictures of the additional supplement that a was submitted. The statement of loss is generalized. The point of a supplement, as you actually stated, is to report further damage that was not initially reported.If you went to actually view the damages, you will note that the scratches are not old. They are part of this incident. Older scratches would accumulate dirt and/or rest. The scratches are fresh. There is no reason I should have to pay an additional $2500 for the same accident. You need to approve the supplement as that is the purpose of a supplement! If someone assumes something based on a picture and the fact that all insurance companies deny everything they can, does not make them an expert. It makes them a con and are conducting business in BAD FAITH.
Regards,
***************************Business response
04/30/2024
April 30, 2024
*********************
BBB Serving ****************, Inc.
*******************************************************************************************************
BBB Case Number: 21632204
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the additional concerns of ***************************.
Elephant has never stated that the rear damage and roof damage are old as ******************** states in her complaint. What we are saying is that the roof and rear damages occurred in a separate incident from the original accident, which would require a new claim and therefore a separate deductible. We have attempted to explain this several times to ********************. We have photos of the damage already on file, provided by Ms. ********* repair shop of choice.
If ******************** desires to file a second claim for the additional damage that was not a result of the first accident, we would ask her to call Elephant Claims to file a new,separate claim. If not, we consider this matter closed.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
04/30/2024
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 damages ARE part of the original incident in the claim. You are choosing not to cover them because it was found and supplementing after the initial call to start the claim. As I stated previously, I was told to start a new claim with the EXACT incident details to have the damage covered ultimately to save Elephant $2500. I would advise you to never say you never said, because you did.
Regards,
***************************Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Claim no 2024-00426379 I was at a stop light on Apr 2nd around 9am when a car behind me hit me on my rear left corner with their passenger side mirror. We exchanged insurances and left. I got 2 estimates, Gerber Collision for $1435.34 and Caliber Collision for $1648.12, both local shops. I contacted their insurance, Elephant, to report the incidence and get a claim number. The claims rep was ***************************. He had me send pics and told me I could get the repair done at ******. Yesterday when I dropped off the car to be repaired, the body shop told me Elephant is only paying $1163.84 and I will be responsible for the other $271.50. I then contacted ******* and was told there was nothing he could do for me. I am seeking the amount of the total repair for my car. I didnt ask for a rental car and they can send the check directly to the body shop. I had the vehicle only 3 months prior to this accident and only had 5000 miles on this car (2024 Jeep Grand Cherokee).Business response
04/24/2024
April 24, 2024
*********************
BBB Serving ****************, Inc.
*******************************************************************************************************
BBB Case Number: 21598256
Dear *********************:
Thank you for allowing Elephant Insurance to address the concerns of *********************.
Elephant develops its own initial estimates and pays the repair shop accordingly. The mechanical and body work labor rates we pay are based on research of the average rates of repair shops in the geographical vicinity.**************** chose a repair shop that was not in Elephants direct repair network, so we have no negotiation influence over them. If **************** decides to continue to work with the shop, she would be responsible for the balance they are charging for the labor rates that are above average for the area. Paying the average labor rates and the estimate process are common practices for insurance companies.
After work has begun if a repair shop finds additional damage, they submit a supplemental estimate to the insurance company for approval. Elephant then reviews the supplement and if approved, makes a second payment to the repair shop.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceInitial Complaint
04/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Elephant insurance have been put on my credit report I never had that insurance I contact them they never sent me any information on the accountBusiness response
04/10/2024
April 10, 2024
*********************
BBB Serving Central ********, Inc.
*********************************************************************************
BBB Case Number: 21531378
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *****************************.
**************** contacted Elephant on June 24, 2019, and bound an auto policy with us to be effective June 25, 2019, for a 2004 Lexus.**************** policy became delinquent on July 26, 2019,and cancelled for non-payment of premium on August 15, 2019. Her account was sent to collection on August 30, 2019, for $102.00.
The mailing address and email on **************** BBB complaint match what we have on the policy. All New Business policy documents,non-payment information, policy cancellation, and collections information were delivered to that address.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
04/10/2024
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,
*****************************Initial Complaint
03/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In Nov 20,2023 my payment was ****** and then I paid an extra ****** for going from liability to premium. After I got 3 different statements saying I owe 789.00,799.00,1150.00 and ******. So that being said I changed my insurance company because I felt this was a scam. When my original payment was ****** and dropped to ****** . On Dec 22,2023 I transferred to state farm in pa where I reside. I call them and gave them all documents of my policy so the agent ******* said I will get a refund of ***** in the mail. Never received it so I called 3/20/24 and inquired about it. They claim I owe them 2***** since January for premium insurance. How is that? The supervisor said I owe cause my policy starts on the 14 of each month that not true cause I change to the 20 of the month due to the fact I dont get paid on that date and the insurance wouldve lapse. This company is a rip off thats why they have bad reviews and the service *****. I would like this investigated on my behalf.Business response
03/21/2024
March 21, 2024
*********************
BBB Serving Central ********, Inc.
*********************************************************************************
BBB Case Number: 21461718
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *******************************.
Term 1 was paid for in full.Term 2 had charges of $2,940.89 and payments of $2,851.95. This left a balance of $88.94 ********************** still owed to Elephant.
Term 3 was effective December 14, 2023. ********************** cancelled her policy effective December 22, 2023, but never made a payment in Term 3. She still owed for 8 days of coverage we provided to her. The amount owed for Term 3 is $194.30.
When adding $88.94 from Term 2 to $194.30 from Term 3,the total owed is $283.24.
We apologize if ********************** thought she was receiving a refund. This was never the case.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance, please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceBusiness response
03/21/2024
March 21, 2024
*********************
BBB Serving Central ********, Inc.
*********************************************************************************
BBB Case Number: 21461718
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *******************************.
Term 1 was paid for in full.Term 2 had charges of $2,940.89 and payments of $2,851.95. This left a balance of $88.94 ********************** still owed to Elephant.
Term 3 was effective December 14, 2023. ********************** cancelled her policy effective December 22, 2023, but never made a payment in Term 3. She still owed for 8 days of coverage we provided to her. The amount owed for Term 3 is $194.30.
When adding $88.94 from Term 2 to $194.30 from Term 3,the total owed is $283.24.
We apologize if ********************** thought she was receiving a refund. This was never the case.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance, please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
03/22/2024
[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,
*******************************Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive been with Elephant over 5-6 plus years or more & my payments are paid on time each month auto drafted the end of every month. My daughter on my policy, was in an accident on 3/8/24 when a lady in front of her brake checked her & then she stopped. When the lady stopped my daughter hit her in the back & then another vehicle hit her in the back & drove off. The state police cane & filed a report & saw damages to the front & the back & put it in the report & advised they would look for the hit & run vehicle who hit my daughter in the rear & caused extensive bumper damages for which I have pictures. Then, I paid elephant $551 cleared on 3/1/24 & they told me they wouldnt cover my claim until I paid another $695 on 3/8/24 & it cleared on 3/11/24 because my policy Renewed on 3/5/24 total of $1246 on payments in 1 week. Then, Ive been going back & forth with supervisor , ***********************, he told me Id have to wait. I spoke last to claim handler, *********************** on 3/18/24 at 420pm advised check will be $2956 & they will not cover rear damages. He never mentioned taking a deductible out the amount. Then, I get a call the same day at 6pm from ***************************, claim specialist telling me again they not cover back bumper damage & I have to wait again to get the 2 party Check since its over $2,000 & then he said they taking out $500 deductible from the check decreasing the amount now to $500 less which has never been done before. Also, elephant is saying an incident back Aug. 2022 someone hit & ran & hit my daughter on back but damages were minimal. I have pictures to show. I didnt finish the claim with elephant because they wanted to break her entire car down & I refused. So now elephant is refusing to pay damages which are significantly worst from the state trooper report of first seeing damages & maaco body shop had also stated he saw high damages in Aug 2022 & new damages are very worst. I paid $1246 & was current. they not paying for back damage to **************Business response
03/19/2024
March 19, 2024
*********************
BBB Serving Central ********, Inc.
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BBB Case Number:21453188
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************************.
In August of 2022,Elephant paid *************************** $268.91 to repair her rear bumper damaged in an accident, which was the total of the estimate ($768.91) minus her $500 deductible. *************************** sent us an email stating she would not allow a teardown of her vehicle to determine the cause of the accident because she believed a teardown was unnecessary, so the claim was closed. *************************** was then responsible for having the rear bumper damaged in the 8/2022 accident repaired herself, using the money Elephant paid her for the damage. That check has cleared.
For the claim of March 8,2024, Elephant Claims was unable to find evidence in the form of witnesses or videos to support ***************************** statement that her vehicle was hit from behind (by a vehicle which then fled the scene) and then caused **************************** insured driver to hit the vehicle in front of her, so the claim was paid under her Collision coverage instead of Uninsured Motorist Coverage.***************************** Collision coverage carries a $500 deductible.
*************************** chose the repair shop she intended to use to repair the damage which occurred on March 8, 2024. Her repair shop has informed us they will not order parts for her vehicle without having the vehicle at the shop, or without having a check for the repairs, in hand. Elephant issued a two-party check to *************************** and to the repair shop on March 19, 2024, and we advised *************************** we would not be able to set up a rental vehicle for her until the repair shop has ordered the parts and the vehicle is at the repair shop. The amount of the check is for the estimate of $2,936.91 minus ***************************** deductible of $500, totaling $2,436.91.
When *************************** has taken the vehicle to her repair shop of choice and the parts are in, we would ask her to call us and let us know so we can speak with her regarding a rental vehicle.
Because Elephant had already paid *************************** for the damage to the rear bumper in 2022,Elephant will not pay a second time to have that same damage repaired.
Deductibles have been applied to the following claims *************************** has filed with Elephant: 8/25/2021,12/22/2021, 4/10/2022, 11/14/2022 and 7/12/2023, and again for the current 03/08/2024 claim.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceInitial Complaint
03/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Effective 3/4/24 my auto insurance policy was cancelled. **************** stated 5-7 business days for a refund of $925.71.As of 3/11 my bank stated there were no pending deposits.I reached out to customer service and the rep said its actually 7-10 business days because it has to be approved by accounting. What is there to approve? Its a refund. Elephant insurance was awful to deal with when I was rear ended by another driver, they pushed me off to the other persons insurance and didnt respond to my claim submission for 3 days. Now that Ive canceled they are holding my money hostage so they can continue to earn interest on it. My next step is to file a payment reversal with my bank if they dont issue my refund ASAP. Im a career first responder and I dont have an extra $1k laying around to pay my bills. I want a refund immediately.Business response
03/14/2024
March 14, 2024
*********************
BBB Serving Central ********, Inc.
*********************************************************************************
BBB Case Number: 21429418
Dear *********************:
Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ***************************.
Elephant processes refunds in 7-10 Business Days. ******************* requested the refund on March 4, 2024, and the refund was processed today March 14, 2024, nine (9) business days since his request.******************** paid his premiums via ACH so Elephant had to wait for Mr. ********* most recent payment to clear (this can take 7 business days) before processing the refund.
We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance,please call 1-877-21 TRUNK ***************).
Sincerely,
Elephant InsuranceCustomer response
03/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and wanted the record to reflect the Elephant Insurance representative is being misleading by saying they were waiting for my payment to clear before they could issue a refund. Per my screenshots my last payment was deducted on 1/1/24 and Im sure it doesnt take 70 business days to clear prior to them issuing a refund. Again this goes to show their lack of integrity in business, and aligns with all of the other reports on here showing they withhold funds from customers until they are publicly called out on it. I anxiously await my refund that, per the rep, was released on the day I submitted my BBB report. Shocking.
Regards,
***************************
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Customer Complaints Summary
155 total complaints in the last 3 years.
48 complaints closed in the last 12 months.