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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
09/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have submitted all documents and the agent is refusing to pay out for my claim which I am paying monthly for. Ms. M******* is extremely rude interrupted me many times after I asked her to let me finish my statement. She said they needed the medical records with codes I sent it but is still saying its not enough. I have been paying out of pocket for treatment not really working and they have no empathy. If others can see this please don't waste your money on low brand insurance its a reason why customers can't leave a review for this company even their internal link review has been taken down. Even the claim to get my car fix was extremely difficult and I have full coverage.
Business response
10/05/2021
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of *** *******.
On August 16, 2021, Elephant received photos of medical bills submitted by *** ******* in regards to her injury claim. Unfortunately, those photos were blurry, and the bills were illegible. As such, Elephant was unable to complete a proper review of the bills at that time. On August 20, 2021, Elephant notified *** ******* that the photos were illegible and requested those be resubmitted, and further requested additional medical bills and notes that would be needed in order for her injury claim to be fully evaluated. Elephant continued attempts to obtain proper documentation of these bills, but to date, no replacement documentation has been received. However, a review of bills received that were legible has been completed and a payment has been issued to *** *******’ under her Uninsured Motorist Bodily Injury coverage as of October 4, 2021. Elephant is more than happy to consider any additional related bill that *** ******* submits, as well as the bills submitted on August 16, 2021, should *** ******* wish to pursue payment, and kindly requests that they be resubmitted for review via fax.
We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at ******** ***** ****************
Sincerely,
David K*********
Compliance Analyst
Elephant Insurance ServicesInitial Complaint
09/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The driveshaft in my son's truck fell out of the vehicle leaving him stranded in the middle of the highway locked up. You could not push the vehicle as it would not go into gear leaving it in the middle of the highway! The cop came and called a tow truck to come remove the vehicle out of the middle of the highway and get my son and vehicle to safety! Now, since the cop towed it and because I did not call the Elephant wait for them to send a text message to fill out to request for roadside assistance, sit there and wait for an hour or longer they will not help pay for the towing! They say the process is to call them first ... are you kidding me, this was an emergency and just shows this company has no regards for human life! He could of been hit or killed had we tried to go through them first!!! This vehicle was locked up in the middle of the freaking interstate!! Did they think the cop was going to sit and wait for them to show up, no, they had to get them car off the road!Business response
09/10/2021
We have contacted the third-party administrator for Emergency Roadside Assistance. Their records do not indicate a reimbursement request was received from *** ****. However, they can review the request once documentation is sent to them by *** ****. We ask that *** **** submits a request to our Emergency Roadside Assistance, who can be contacted at ***************
If *** **** has further questions, she can contact Elephant at ************** for assistance.Initial Complaint
08/27/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
A collection from Elephant Auto Insurance appeared on my Equifax credit report 8/26/2021 from February 2016. I have never used or heard of this insurance company. The collection Elephant Auto Insurance placed on my report is inaccurate or fraudulent.Business response
09/15/2021
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of **** **********
Elephant can confirm that **** ********* does not appear in any of our records. If **** ********* can provide more information, such as any documents received from the collections agency, Elephant may be able to assist further.
We strive to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at 1******* ***** ****************
Sincerely,
David K*********
Compliance AnalystInitial Complaint
08/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
8/`15/2021 My car wouldnt start and I contacted them the evening of 8/15. They said they would send someone over and its not 8/16/2021, 3:26 pm. I got a call from a tow truck in CANADA saying he can't come help me out because he is across the border. I still have to hear from Elephant insurance to have someone pick my car upBusiness response
08/17/2021
Dear ***** ********,
Thank you for notifying Elephant Insurance Services (EIS) regarding the concerns of our insured, Ms. **** ****.
Ms. **** contacted Elephant on August 16, 2021 and Elephant was able to confirm with our tow service provider that the tow of her vehicle had been completed. Elephant then connected Ms. **** with our tow service provider to resolve any further concerns about the tow. At this time it appears her concerns have been resolved. However, should she have any additional questions or concerns, Elephant would be happy to assist.
We strive to provide every policyholder with a positive customer service experience.
If we can be of any further assistance, please feel free to call us at ******** ***** *****************
Sincerely,
***** **********
Elephant Insurance ServicesInitial Complaint
08/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Auto insurance roadside service I lock my keys in my car at a local car wash I had a locksmith to come and open the door so that I can retrieve my keys and go about my business I paid the locksmith I reached out to my insurance company which they were close on that Sunday that it happened 6/6/21 so therefore I have to wait till Monday they gave me some address a representative I took care of that documentation and sent them all the paperwork I’m just getting a email from one of the roadside service representative ************** which is very unhelpful she come bad argument of going back-and-forth with me and not helping me with the situation today’s date is August 5, 2021 what seem to be the problem I just want my refund my coverage for my automobile consist of roadside service so therefore Elephant auto insurance needs to reimburse me simple as that but they want to go back-and-forth ************** she wants to fuss and fight with malice evil demon demonic spiritsBusiness response
08/12/2021
August 12, 2021
***** ********
BBB Serving Central Virginia, Inc.
100 Eastshore Drive Suite 100
Glen Allen, VA 23057
BBB Case Number: ********
Dear Ms. *********
Thank you for notifying Elephant Auto Insurance (Elephant) regarding the concerns of Ms. ******
When Ms. ***** contacted Elephant on June 7, 2021 seeking reimbursement for the locksmith fee, Elephant provided the contact information to our emergency roadside vendor, Urgent.ly, so that Ms. ***** may submit her request. No reimbursement request was received by Urgent.ly at that time, but after speaking with Ms. ***** on July 26, 2021, Elephant sent an email to Urgent.ly on her behalf. As of August 11, 2021, Urgent.ly has initiated the reimbursement process and the check is scheduled to be sent out today, August 12, 2021.
We strive to provide every policyholder with a positive customer service experience.
If we can be of any further assistance, please feel free to call us at ******** ***** ****************
Sincerely,**** ******
Compliance Analyst
Elephant Insurance ServicesCustomer response
08/16/2021
Thanks again for all your professional support but I have not received a check yet today’s date is August 13, 2021 so maybe I’ll give it the next day Saturday, August 14, 2021 I’ll keep you informed about my reimbursement for elephant auto insurance urgent care. *******Brown # ******** Reference numberInitial Complaint
08/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my insurance with this company and signed up with a new insurance company. I contacted them and told them. They are continuing to bill me.Business response
08/12/2021
Dear Ms. ********:
Thank you for notifying Elephant Insurance (Elephant) regarding the concerns of Ms. ********.
On July 17, 2021, Ms. ******** notified Elephant via email that she obtained new auto insurance and would like to cancel her Elephant policy. Elephant attempted to contact Ms. ******** the same day to obtain more information to process the cancellation, but was unsuccessful. Elephant emailed Ms. ******** requesting she contact Elephant to finalize the request. On July 20, 2021, Elephant emailed Ms. ******** advising of the necessary information to finalize the policy cancellation. The information Ms. ******** needs to provide is her Elephant policy number, the address listed on her policy, her date of birth, and the date that her new replacement policy began, in order to match the cancellation to that same day. On August 9, 2021, Elephant contacted Ms. ******** again in an attempt to obtain this information over the phone. However, Ms. ******** declined at that time to do so. This information can be provided either over the phone or via email, but it is necessary in order for Elephant to proceed with the cancellation process.
Elephant strives to provide every policyholder with a positive customer service experience. If we can be of any further assistance, please feel free to call us at ***** ********.
Sincerely,
***** **********
Compliance Analyst
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Customer Complaints Summary
155 total complaints in the last 3 years.
48 complaints closed in the last 12 months.