Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023, I was involved in a car accident where the other party was found at fault and was insured by Elephant Insurance. Following the incident, Elephant Insurance assured me that they would cover the costs related to the accident, including a specific bill for damages I incurred. I handled this in good faith that they would uphold their words and trusted they would pay the medical bills.For the past two years, I have been attempting to resolve this matter with the company, as the bill in question was never properly paid despite their repeated assurances that it had been. I have not received any proof of payment, and the provider of the bill has confirmed that no such payment was received. As a result, the unpaid balance has now been sent to collections and is negatively impacting my credit.Elephant Insurance has been unresponsive and uncooperative in providing resolution or documentation. Their handling of this matter has been both unprofessional and misleading. I am now being held financially responsible for a debt that they promised to pay and that resulted from an accident caused by their insured.I am requesting immediate resolution from Elephant Insurance to fulfill their obligation to pay the outstanding bill and remove this unjust debt from my credit report.

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  ******* *****
  BBB Serving **********************
  *****************************
  ******************
  
  BBB Case Number: 23224710
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ******* *******.
  
  We have reviewed the matter and confirmed that the medical bill was processed through our standard procedures, and payment made appropriately last year. We apologize for any confusion or inconvenience this situation may have caused Ms. ************** are actively working to clarify the situation with the involved parties. Our goal is to resolve the issue promptly and to Ms.Gregorys satisfaction.
  We strive to provide every customer with positive customer service experience. If we can be of further assistance, please call 1-877-21 TRUNK ***************).
  
  Sincerely,
  Elephant Insurance
  
  
  

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account open fraudulent. Elephant insurance was requested. Original contract with ***** ****** ****** Signature.

  

  Business Response

  Date: 04/15/2025

  April 15, 2025
  
  
  ******* *****
  BBB Serving **************************************
  *****************************
  ******************
  
  BBB Case Number: 23185218
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ***** **************************
  
  Mr. ****** policy was canceled on January 17, 2023,for non-payment of premium. The account was eventually sent to collections on February 15, 2023, because of the outstanding balance. 
  Mr. ****** notes in his complaint that he believes he was not the one to open the account.  ********************** encourages Mr. ****** to contact us directly at ************** to validate whether he is the account holder on the policy. 
  We strive to provide every policyholder with a positive customer service experience. Please dont hesitate to reach out if we can be of further assistance. 
  
  Sincerely,
  Elephant Insurance
  
  

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt and I do not have a contract with ELEPHANT AUTO I plus they did not provide me with the original application like I asked.Account No: **************** Amount Disputed: $0

  

  Business Response

  Date: 02/10/2025

  February 10, 2025
  
  ******* *****
  BBB Serving **********************
  ******************************
  ********************
  
  BBB Case Number: 22896509
  
  Dear ******* *****,
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ************************************
  
  Elephant will be sending the requested information to Ms. ********* via mail, as requested.

  
  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 Insurance

  
  

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is illegally using my license plate after they took ownership of the total loss vehicle in January of 2024. I am currently still receiving toll tag invoices from ****** ***** from a different vehicle that is using my plates. The vehicle is registered to elephant insurance . This is absolutely ILLEGAL. You cannot use MY old license plates on a different vehicle.

  

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  ******* *****
  BBB Serving **********************
  ******************************
  ********************
  
  BBB Case Number: 22839661
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ******* ****.
  
  On January 21, 2025, Ms. **** informed us that her tags were still in use, resulting in her being assessed fees. Our ***************** conducted a thorough investigation and reached out to ******* on January 24, 2025, to discuss the resolution. During this communication,Ms. **** advised that the fees had since been waived. At this time, Elephant believes Ms. ****** concerns have been addressed.
  
  We strive to provide every policyholder with a positive customer service experience. If we can be of further assistance to Ms. ***** please call 1-877-21 TRUNK ***************).
  
  
  Sincerely,
  Elephant Insurance
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was previously insured with a ******** Elephant Auto insurance policy. On 1/7/25, I emailed ****************************************** requesting proof of continuous coverage, for the purpose of verifying my Elephant auto insurance coverage history. Elephant has failed to respond to my document request. if Elephant fails to respond to my inquiry within a reasonable time frame, I would be happy to file a complaint with the *************************************.

  

  Business Response

  Date: 01/14/2025

  January 14, 2025
  
  ******* *****
  BBB Serving **********************
  ******************************
  ********************
  
  BBB Case Number: 22807458
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of **** ********.
  
  I want to inform you that the requested document has been sent to Mr. ********* email as of today, January 14, 2025.We sincerely apologize for the delay in providing this document.
  
  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 Insurance
  
  

  Customer Answer

  Date: 01/15/2025

  [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

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently transitioned from Elephant Insurance to another provider. In the process of transferring my insurance it was brought to my attention that I had two accidents on my record and that was why my insurance was significantly high. After reviewing the report with the new insurance company, it was discovered that Elephant Insurance had put my son's accident on my record. I contacted ***** nexus, as instructed to do so, in order to have the accident removed. I sent in paperwork and emails that identified my son as the driver. When I called ***** nexus back, they reported that Elephant Insurance refused to adjust the accident and said they could not verify who the driver was, even though I have emails from Elephant to my son. Elephant Insurance has held this accident against me without my knowledge and is now causing me to pay higher insurance. The accident occurred on or about 3/14/2023. I have included a copy of the loss report sent by Elephant Insurance.

  

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  ******* *****
  BBB Serving **************************************
  ******************************
  ********************
  
  BBB Case Number: 22699754
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ******* *******.We appreciate the opportunity to address his concerns.
  
  The claim referenced by Mr. ******* in his complaint occurred on March 14, 2023, involving a driver and a vehicle that were insured under Mr. ******** Elephant auto policy. We confirm that we received a LexisNexis dispute from Mr. ******* requesting the complete removal of this claim from his record. However, although Mr. ******* was not the driver involved in the claim,the claim was covered by his policy, and we are therefore unable to remove this claim from his record.
  If Mr. ******* would like a Letter of Experience detailing all claims filed during his time with Elephant Insurance, including the identification of the vehicle operator for each claim, he may contact our ************************ to request it.
  We strive to provide every policyholder with a positive customer service experience. If we can be of more help, please call 1-877-21 TRUNK ***************).
  
  
  Sincerely,
  Elephant Insurance
  
  

  Customer Answer

  Date: 12/20/2024

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

  Customer Answer

  Date: 12/20/2024

  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

  Date:12/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12th I was rear ended and Elephant Insurance is supposed to be taking care of my vehicle as well as providing me with a rental until my Jeep is fixed. I tried calling the claims department because they were supposed to update me today 12/11/2024 on if my Jeep is done and if not they would extend my rental. I called Elephant 3 x leaving a voicemail on the first to call me back and explaining that I need to have my rental extended as it is due back today with the expectations that my Jeep will be done. I did not receive a call back so I called the dealership where my Jeep is being repaired and they told me that they are waiting for the adjuster from Elephant to come out to approve the price for damage that was found once they took the jeep apart that was from the accident. I then call back Elephant again to make sure that my rental is extended and get the claims agents voicemail again so I call for a 5th time but this time I push the prompt for a quote only to have an automated message say that Elephant employees are off today to attend an event. Now I have to return the rental and I do not have another vehicle to get to my job this week. I have had nothing but issues, poor customer ********************, and extremely poor communications.

  

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  ******* *****
  BBB Serving **********************
  ******************************
  ********************
  
  BBB Case Number: 22674029 
  
  
  Thank you for notifying Elephant Insurance regarding the concerns of Ms. ****** *********.
  
  On December 10, 2024, Ms. ********* reached out to us about potentially extending her rental vehicle, which was due back the following day. During this conversation, she was informed that if the body shop had not completed the necessary repairs by December 11, 2024, we would extend the rental period.
  On the morning of December 11, 2024, our claims department attempted to contact Ms. ********* for an update on the repairs but was unable to reach her. 
  We acknowledge Ms. *********** complaint, which she submitted on December 11, 2024. We are pleased to inform you that we have spoken to Ms. ********* as of December 12, 2024, and believe her concerns to be resolved at this time.
  We appreciate your understanding in this matter and are committed to ensuring a satisfactory resolution. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK ***************).
  
  
  Sincerely,
  Elephant Insurance

  Customer Answer

  Date: 12/18/2024

  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.
  
  Please provide proof of attempts to contact me on December 11 as I have no voicemail or email or text messages from that date. The office was closed on that date with every attempt I made to contact you. And here we are a week later and I am in the same position where I cannot contact my claims adjuster because he is not reaching out to me to notify me whether or not the rental is due again. The customer service is terrible. I should not every two days. Have to reach out to your employee to determine whether or not I am able to still have a rental vehicle which is what has happened this week on Monday the 16th and now today Wednesday the 18th.
  
  Regards,
  
  ****** *********
  
  
  
  
  

  

  Business Response

  Date: 12/26/2024

  December 26, 2024
  
  ******* *****
  BBB Serving **************************************
  *****************************
  ********************
  
  BBB Case Number: 22674029 
  
  
  Thank you for the follow-up regarding Ms. ****** *********** recent complaint. We apologize for the error in our previous response and can clarify that it was the body shop that we attempted to contact on December 11, 2024 and were unable to reach, not Ms. **********
  
  Elephant made every effort to keep Ms. ********* updated on the progress of her claim and rental due date as this information became available to us, but unfortunately some minor delays were inevitable due to communication delays with her body shop of choice.Elephant extended Ms. ********** rental as needed, even extending it past normal limits as a courtesy due to delays caused by confusion over the final supplement, which the shop submitted as a negative amount.  We regret that Ms. ********* was dissatisfied with her experience with Elephant but believe her complaint to be resolved at this time.

  We appreciate your understanding in this matter and are committed to ensuring a satisfactory resolution. If we can be of any further assistance, please feel free to call us at 1-877-21 TRUNK ***************).
  
  
  Sincerely,
  Elephant Insurance

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had issues with Elephant insurance not wanting to pay a claim saying since my daughter took my car and damaged it. They said she was a resident of my house in which she was not and had not lived at my home in 10+ years. It is Elephant insurance. She is not on my lease nor got mail here was only to visit. I am hoping you can help me.

  

  Business Response

  Date: 12/02/2024

  December 2, 2024
  
  ******* *****
  BBB Serving **********************
  *****************************
  ********************
  
  BBB Case Number: 21598256
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ***** *******.
  
  On October 16, 2024, Ms. ******* contacted Elephant to report the unfortunate event of her vehicle being stolen. During this initial report, she stated that the individual responsible for the theft of vehicle was her daughter, Ms. ****** *********, and that the theft had occurred on October 9, 2024. After a thorough investigation, it became evident that Ms. ********* was a resident of Ms. ********* household. The policy under which Ms. ******* sought coverage contained a specific exclusion that denied coverage for incidents of theft perpetrated by a relative or any resident of the insureds household. Given that Ms. ********* was both a relative and a household resident, the exclusion applied, resulting in the claim being ineligible for coverage under the terms of Ms. ******** insurance policy.  
  If Ms. ******* has any additional facts or any other information that she believes indicates our position is incorrect, she may provide them to our ***************** by telephone or in writing.
  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 Insurance
  
  

• Initial Complaint

  Date:10/24/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Elephant insurance canceled my insurance on 10/23/24 and then on 10/24/24 took money out of my checking account in the amount of ****** this is the second time this had happen to me with dealing with this company and that are saying I had a lapse in insurance I would not recommend this company to no one and I'd will be calling the BBB tomorrow morning, if you need any more info I'd can be reached by email *********************** thanks

  

  Business Response

  Date: 10/24/2024

  October 24, 2024
  
  ******* *****
  BBB Serving **************************************
  *****************************
  ********************
  
  BBB Case Number: 22467354
  
  Dear ******* *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ****** *******.
  
  Mr. ******* had a policy with Elephant from January ******** to July 15, 2024, when it was non-renewed due to underwriting reasons, as he failed to respond to our request for information on potential additional drivers.

  Effective September 22, 2024, Mr. ******* bound a policy with us again for coverage. On September 23, 2024, Mr. ******* called in to say he wanted to make changes to his new policy; namely, he asked to add comprehensive coverage, collision coverage, and emergency road service coverage to three vehicles.With his permission, we bound this change which substantially increased his initial premium, and he owed for the additional amounts due.

  Elephant asked Mr. ******* to forward proof of insurance for the period of July 15, 2024, (when his first policy lapsed with us) to September 22, 2024, when he bound his new policy with us. He was unable to provide proof of coverage during that time, so a surcharge was applied to his new policy to account for the lapse in coverage. We are filed in the state of ******** to add this additional charge.

  The increased premiums from the lapse in coverage, and from the additional coverages he chose to add on September 23, 2024, account for the additional amounts due on his policy for coverage from September ******* October 23, 2024.

  Elephant also requested additional underwriting information from Mr. ******** which we did not receive. Because we did not receive this requested information, and because we were still in the New Business experience period for the new policy, Elephant cancelled Mr. ******** new policy with the appropriate legal notice as required by the state of Maryland effective October 23, 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 Insurance

• Initial Complaint

  Date:10/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchase an insurance policy on May 17th 2024. I opted into their loan lease payoff which covers the balance between what you owe on your on your loan and the *** of your vehicle. My vehicle was stolen on July 27th 2024 and I filed a claim. August 30th they paid $45,540 towards my loan leaving a balance of $10,000. When I talked to the claims adjuster during the claim process I was told that loan lease payoff would pay off the remaining balance. I submit the documents that the company requested to process the loan/lease payoff claim and I was told that loan/lease payoff would not cover any of it. So a completely different outcome from what the licensed adjuster, ******* ********* told me. **** ******, the total loss claims adjuster informed me that they pulled every call that I had with them and MISINFORMATION was IN Fact Told to me but that doesnt hold any weight. This has been an utter disaster with this company. They have been unprofessional, rude and have not stuck to their word. I was told by their LICENSED adjuster Id be covered.

  

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  ******** *****
  BBB Serving **********************
  *****************************
  ********************
  
  BBB Case Number: 22408199
  
  Dear ******** *****:
  
  Thank you for allowing Elephant Insurance to address the concerns of ****** *****.
  
  On May 16, 2024, ****** ***** chose all coverages for the auto policy through Elephant Insurance. They received a policy packet afterward, which included details about all coverages,including those of the Loan Lease Payoff coverage elected. If ****** was confused about coverages, a call could have been made to Elephant to discuss. A call was not made.
  
  On July 28, 2024, ****** ***** filed a claim for the theft of the 2023 Camaro.
  
  The last approximate three minutes of the phone call in question were particularly analyzed as this was where the Loan Lease Payoff coverage was discussed.  ***************** listened to the call, and the Claims Representative took great pains to manage the customers expectations and deferred more than once saying the Total Loss team would explain exactly how ******s Loan Lease Payoff coverage would work and what it would or would not pay for. 
  
  Claims Leadership team discussed the situation and determined that this conversation did not directly mislead the customer, either accidentally or purposefully, causing the customer to believe that they were going to be compensated under the Loan Lease Payoff coverage. 
  
  The customer did not make any financial decisions based on the conversation with the Claims Representative and ****** had been in possession of all the Loan Lease Payoff details for two months. Within the documentation it also states we would pay Up to 25%of the actual cash value of a covered auto. A carry forward balance from a prior loan is not covered.   
  
  ****** ***** was therefore not put into a disadvantageous position because of their understanding of the phone call. ****** had the documentation regarding the Loan Lease Payoff coverage elected for over two months. The parameters of the Loan Lease Payoff coverage in the policy contract are clear and do not include any amounts or negative equity rolled in to the vehicle loan that were not related to the purchase of the covered auto.
  
  The customer should review the documentation within their policy under LOAN/LEASE COVERAGE and what is included. Again, this information was provided to them in May 2024, prior to the filing of the claim. It was ****** ******* responsibility to read all coverages in their policy and understand the exclusions prior to filing a 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 Insurance
  
  

  Customer Answer

  Date: 10/14/2024

  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 

   

  I am not satisfied with this response because ******* ******, the total loss manager said that he listened to ******* *********, the claims adjuster tell me that some of the negative equity would be covered. In this recent response, it was said that ******* told me that the total loss team would explain that to me. So we are getting 2 different statements from 2 people within the same company. This needs to be resolved by covering SOME of the negative equity or we will have to take this further. I was told information in a vulnerable and emotional state after my car was stolen so of course I am going to believe what the LICENSED ADJUSTER told me. I have also asked elephant to release the recorded calls to me, but they refused
  
  Regards,
  
  ****** *****