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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son's car was involved in a hit and run on 6/10/****. We were able to track down the driver which was ************************* who has Elephant insurance. We were able to get in contact with her and agreed not to file charges if her insurance covered the damages. I submitted pictures of the damages to ****** ******* on 7/12/24 in which I sent 3 emails with photos. I initially reported to ****** that the damages were on the rear quarter panel of the car, however, upon inspection of the whole right side of the car, noticed additional damages all along the right side of the car, including the front quarter panel. ****** decided that those were "prior damages" and excluded them. The repair shop which is *********************** in ************ submitted for the additional damages concluding that all the damages were consistent with the same accident on 7/22/24, of which ****** claims they never received. Despite that, I gave ****** the witnesses name and number along with photos proving that the vehicle had gone completely past my son's car and parked in the space opposite of my son. The insured also agrees that Elephant should pay, but despite all of this, Elephant is refusing to cover ******** of damages. ******* as of 8/12/24 told me she hadn't even sent pictures yet to ****** and ****** has not spoken to the witness, so they are rejecting the claim without all the information and maintaining it's "prior damage" despite an expert repair shop's conclusions, the insured admitting to the damages and without all the information. I'm filing this because they need to pay the whole claim #****-00432931
Business response
08/12/2024
August 12, 2024
*********************
BBB Serving Central Virginia, Inc.
*****************************
********************
BBB Case Number: 22128364
Dear *********************:
Thank you for allowing Elephant Insurance to address the concerns of *************************.
Elephant spoke to *************** just prior to receiving his complaint from the BBB. As we explained in the past, we explained again today that we have attempted to call his witness no fewer than three times and the witness has not returned our calls, and that the Elephant Insured has not allowed us to inspect her vehicle to see if the damages to ****************** vehicle are consistent with hers. The photos of ***************** vehicle show varying heights of damage, various depths of damage, and various appearances of damage that are inconsistent with the Fact of Loss as **************** reported.
Elephant would be happy to review any new information **************** is able to provide, but we still need to inspect the Elephant vehicle and the witness needs to return our call.
In the meantime, Elephant suggests that **************** file a claim with his own insurance company and if they believe the Elephant insured is at fault in the accident, they will subrogate us for the damages to Mr. ******* vehicle.
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
08/12/2024
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 Insurance company has closed the claim, even though by their own admission that they have not received all the evidence and information, including photos of the vehicle that struck my son's car and a witness statement, of which they only started trying to call last week. Their claims that this is "Prior damage" is in direct conflict with the review and conclusion by the repair shop, as well as the evidence provided, as well as the statements from the insured of whom I spoke with this morning. ******* stated "They should pay this claim" to me by phone this morning. How you can close a claim before all evidence is gathered shows their intent not to pay this claim in advance.
Regards,
*************************Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They "did not renew" my car insurance, stating they couldn't verify my address. They did not notify me that this was happening or I could have fixed it right away. I was told they mailed me something to an address they knew I was no longer at, also that they emailed me but I have no such email.. Now because of their failure to notify me I have no car insurance.Business response
08/12/2024
August 12, 2024
*********************
BBB Serving Central Virginia, Inc.
*****************************
********************
BBB Case Number: 22114135
Dear *********************:
Thank you for allowing Elephant Insurance to address the concerns of ***********************.
On March 26, 2024,Elephant mailed **************** a Non-Pay Cancellation and it was returned as non-deliverable on April 11, 2024, because there was no forwarding address provided to ***** Also on April 11, 2024, Elephant sent **************** an email at the email address she had provided and was on file with us, asking her to please contact us as soon as possible.
When we did not hear back from ****************, Elephant non-renewed her policy because we did not know where her vehicle was being garaged. We mailed the notice by Certified Mail to the last address we had on file. **************** policy was non-renewed effective July 21, 2024.
On August 8, 2024, *************** called Elephant and asked about coverage, and in addition provided her new address. She asked for reconsideration on her non-renewal, and disclosed she was involved in an accident the day prior to her call, on August 7, 2024,during the time her policy was out of force. Because of the accident, we declined to reinstate the policy with no lapse in coverage. **************** did ask Elephant for a Letter of Experience,which we provided.
Elephant cannot reconsider the non-renewal due to the accident of August 7, 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
08/12/2024
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
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Elephant Insurance has not been consistent in the amount they debit from our accounts monthly. Upon renewal of the policy at the six month ***** they raised our monthly payment almost $100 with no changes to our vehicles or account. Upon speaking with their manager, *****, he became irritated stating that I knew I needed to call in every six months to get discounts on my bill. I stated I did not know that and he stated I just had it evaluated in January. I said, yes because our bill went up again, NOT because we were told we had to call in every six months to get discounts on our already existing policy. We are not provided anything in writing stating that we have to call in to get discounts. I then spoke to ***** who then applied discounts for things that have never changed but our bill was then lowered to $390.41 and $399.87. We are seeking a refund for this month's premiums.Business response
07/16/2024
July 16, 2024
*********************
BBB Serving ****************, Inc.
*******************************************************************************************************
BBB Case Number: 21996262
Dear *********************:
Thank you for allowing Elephant Insurance to address the concerns of ***************************.
Elephant files for rate increases with the **************** of Insurance every year, and those filings were approved by the state. No insurance company can increase rates without the permission of the state.The renewal notices are sent to the consumer far in advance of the renewal so the customer can review the new premium to see if the rate is acceptable. If not, the consumer can call in to see how they can reduce their renewal premium if thats possible, or if the consumer instead wants to apply for insurance with another company, they can choose that option.
If a customer wants to call in to see how to potentially reduce a renewal premium, that is called a policy review. It is optional. If something has changed with the customer that could result in a discount, the insurance company has no way of knowing that unless the customer informs them. ***************** has called in previously on at least two occasions to discuss how to potentially reduce her premium.
Rates with all insurance companies are fixed for the renewal unless the customer makes a change which would decrease or increase the current premium. The effective dates on the declaration page show the time frame that sets the offered premium. Once the period on the declarations page expires,if the insurance company has filed rate increases with the state, then those rate increases will take effect on the following renewal. All insurance companies operate in this manner.
The premium amounts will differ from renewal to renewal, and this is customary across the insurance industry.
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
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,
*****************************
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Customer Complaints Summary
156 total complaints in the last 3 years.
47 complaints closed in the last 12 months.