ComplaintsforElephant Insurance Services, LLC

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an auto insurance policy with Elephant. My monthly premiums were always due on the first of each month. I always paid the bill early to ensure that I never had any lapse in coverage. The most recent payment was due on March 1. 2024 and I paid it on February 20, 2024. I cancelled my policy on March 4, 2024 and assumed I would be refunded for March since it was so early in the month. I was told that my payments were all made late and that I would still owe additional money for the four days in March. I asked how this could be since the website clearly said that my next payment was due on April 1, 2024. I was given no explanation. The representative told me that this was "my take" on the situation. When I told her it was the truth she told me "the system showed a different truth."

  

  Business response

  03/06/2024

  March 6, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21393089
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *************************************.
  
  Mr. ******** February 20, 2024, payment paid him in full for Term 5 which ended on March 2, 2024. Mr.******** first renewal premium for Term 6 would have been due April 1, 2024,because he requested a due date change for his March 3, 2024, renewal. Then ***************** cancelled his policy effective March 5, 2024, but he still owed for March 3rd and March 4th. The $17.96 we are owed is for March 3, 2024,through March 4, 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
  
  

  Customer response

  03/06/2024

  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.
  
  I never called and made any request to change any due date, ever. That statement is completely false. In fact, I never communicated with anyone at Elephant after I initially opened my policy. It also makes no sense that I would not owe any money until April 1 if my payment on February 20 only covered the previous month. Was the month of March free? I want a simple answer from Elephant. Were my payments due on the first of each moth for the month that just passed or for the month that was beginning? In other words, when I paid an amount due on February 1st, was that money for ******* that just ended or was it for February? Once again, I never requested a payment date change. My payments were always due on the first of each month.
  
  Regards,
  
  *************************************
  
  
  
  
  

  

  Business response

  03/07/2024

  March 7, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21393089
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the additional concerns of *************************************.
  
  The February 20, 2024 payment covered ****************** from February 3, 2024, to March 2, 2024. Additional information received from Billing is as follows: Every renewal payment was due almost a month after his renewal effective date. ****************** has always paid early/on time, but his due date being on the 1st meant that he was always technically behind a month in equity, due to no fault of his own.
  
  As explained in the first response, the $17.96 due is for coverage for March 3, 2024 through March 4,2024.
  
  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

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elephant Insurance allowed my car to go to a shop that they're not partnered with for repairs. The shop charged over $5000 to repair my car, and gave it back almost in the same condition they received it. There's been no communication. Nobody has submitted paperwork on time. The whole thing has been a nightmare. I truly want my deductible back, and for my car to go to a certified shop where they can actually fix my car

  

  Business response

  02/27/2024

  February 27, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21352366
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *****************************.
  
  The loss which occurred on January 18, 2024, was reported the following day on January 19, 2024. Two insureds were involved in the claims process, ********************** and her son *******************. If ********************** (B) feels communication was lacking, it could be that we spoke to ******************** (W). We returned every call, every email and responded to every portal note.
  
  We spoke, emailed or texted the insureds on the following dates: 
  
  1/19/2024 (W), 1/19/2024 (B), 1/19/2024 (B), 1/22/2024 (W), 1/22/2024 (W), 1/26/2024 (W), 1/29/2024 (W), 1/29/2024 (W), 1/29/2024 (W),2/5/2024 (W), 2/7/2024 (W), 2/8/2024 (B), 2/9/2024 (W), 2/12/2024 (B),2/16/2024 (B), 2/21/2024 (W), 02/23/2024 (B), 02/26/2024 (B).

  The second part of Ms. ********** complaint is that Elephant allowed my car to go to a shop they are not partnered with. It is against the law for any insurance company to choose a repair shop for the vehicle owner, as the decision on which repair shop to use lies solely with the vehicle owner.

  On January 22, 2024, ******************** made an inbound call to Elephant to advise he had chosen a repair shop, Trotts. Elephant had previously sent ******************** a list of Elephants Direct Repair Shops, however,******************** chose a repair shop which was not on that list. 

  Because the repair shop ******************** chose could not repair the radiator, air conditioning and suspension, Mr. ********* repair shop of choice sublet those repairs to two other repair shops to complete the work.

  ********************** asked Elephant to waive her deductible because the work was not completed on time, however, Elephant has no influence over a repair shop that is not one of the shops in our Direct Repair Network. Because the repair shop was chosen by the insureds, we recommend the insureds speak to their shop of choice about refunding their deductible.
  
  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 response

  02/27/2024

  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

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was damaged on the drivers side since 2/12/24. The policy member for Elephant is admitted fault and made a claim on 2/13/24. The policy number of the member is 244-003-320-85. We have received no communication from Elephant at all. Also were on hold for 45 minutes and still nobody answers.

  

  Business response

  02/26/2024

  February 26, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21324278
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of *******************.
  
  We appreciate ************ providing us with his contact information, as we did not have it previously and that is why we did not contact him. Claims has been notified of ************** contact information and we will reach out to him this week.

  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

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a policy that was stated for cancelation on February 2, ****. When I woke up to check my account, ********************** had already debit my account for the part of the balance and then came into my account again on Saturday for the remaining balance. I recieved no notification that this payment was going to come out of my account on this day. There was no communication. I called them to have the auto pay removed from my account and was told I had to pay $25 just to remove the autopay so they can stop having access to my account! ********************** is ripping off customers and taking their money.

  

  Business response

  02/06/2024

  February 6, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21250492
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************************
  
  Elephant has provided Payment *** documents at New Business and at every Renewal to *******************The document, in part, explains the following:
  
  A Payment Plan Change from a recurring plan to a non-recurring plan is a $25 fee. The explanation is on page 2 or 4 of the *** document. ****************** had an automatic payment plan and changed that to a non-automatic plan, so the fee applies as described.
  
  In the same Payment *** document on page 4 of 4, under What if my policy is cancelled?, the document states that Elephant may elect to use the same method of payment to collect any past due amounts if the policy cancels. Ms. ******** policy was cancelled for non-payment of premium on February 2, 2024, and Elephant did elect to withdraw the amount she still owed from the method of payment she provided to us.
  
  ****************** may access her documents through the Elephant Portal or call us at the number below and we will email them to 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 Insurance
  
  

  Customer response

  02/06/2024

  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been a customer of ********************** for sometime now. My son's vehicle was stolen. We filed a claim on 01/10/24. Today is 01/31/2024 and no repairs have been done to the vehicle. No one from elephant is communicating with **. The **** dealer where the vehicle is at has the same issue. My insurance agent at Goosehead is also having the same issue. My rental coverage is $1200 which is about 30 days. We are 21 days into this and still at square one. The claims specialist assigned to this claim is terrible. My insurance agent escalated the situation and supposedly a reinspection was done on the truck but I have not been able to confirm that with anyone. I pay ALOT of money every month for auto insurance on 4 vehicles. This is the worst service I have ever received. I need help getting them to do their job.

  

  Business response

  02/01/2024

  February 1, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21228880
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************
  
  ********************* reported a vehicle theft on January 10, ****, the same day the loss occurred. The vehicle was later recovered. ************** stated the vehicle was driven by her son *********************, who she had last seen a couple of days earlier.
  
  The detail below indicates the dates and types of correspondence made either to **************, *********************, or to the repair shop of choice:
  
  1/10/****:       -Claims sent email sent to ************** claim Acknowledgement.
                          -***** Acknowledgement and Repair letter mailed to **************
  1/11/****:       -Claims sent email to ************** regarding rental and advising contact information for claims adjuster.
                          -Claims spoke to ************** and obtained a recorded statement.
                          -Claims spoke to ********************* to obtain facts of loss.
  1/15/****:       -Claims extended rental for *********************.
  1/17/****:       -Claims sent text message to **********************
                          -Claims sent an email to ************** in response to her question about personal property in the vehicle.
  1/19/****:       -Claims sent text message to *********************.
  1/22/****:       -Claims sent email to ********************* which included estimate, regarding next steps, advised of deductible, and other claims information.  
                          -Claims sent email with estimate to ******************.
                          -Claims received an email from ****************** asking an adjuster to come by the repair shop to talk about the additional damages.
  1/24/****:       -Claims made an outbound call to ************** to gather additional information regarding the loss, and we asked about prior unrepaired damage to the vehicle. ************** was unable to provide clarification, stating her son lives in another city                             and it is unrealistic for her to know every part of the vehicle that was previously damaged. Claims informed ************** we would order a second inspection to further clarify the preexisting damage.
                          -Claims sent an email to ************** with a copy of the estimate and next steps, a duplicate email of the one sent to ********************* on 1/22/****.
  1/25/****:       -Claims received an email from ************** who stated she was displeased with the claims process.
                          -Claims responded to Ms. ****** email and enclosed a second copy of the estimate.
  1/26/****:       -Claims extended the rental for *********************, ordered the second inspection to clarify preexisting damage and notified ************** and ********************* of these events via text message.
  1/31/****:       -Claims received an email from ************** asking who we paid $541.09 because she does not have a lienholder.
  2/1/****:         -Claims responded to Ms. ****** email of 1/31/**** indicating we paid the $541.09 for the impound, storage and tow of the vehicle to her selected repair shop.
                          -Claims sent a second email to ************** advising her of the status of the pending second inspection, and that the rental had been extended.      
  
  Elephant Claims has emailed, called,and sent text messages in a timely manner toMs. ***** and to ********************* over the course of the Claims process.  Because ************** was unable to provide information in regard to pre-existing damage to the vehicle when asked on 1/24/****, a second inspection was ordered,which created delays in the claims process.
  
  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 response

  02/01/2024

  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 email stating they have been communicating is a little misleading.  I have attached a screen shot from my sons phone on all the text messages he has received.  It is mostly about extending the rental and providing the incorrect claims specialist.  I also attached emails from *****, the incorrect claims specialists, confirming she was not the correct person. Their web site still shows her as the claim specialist.  This was part of the initial problem after the claim was started.  We were calling her and she was not calling us back.  It was not until I emailed her that we found out she was not the correct person.  The 01/10 and 01/11 contact is correct.  We opened the claim and spoke with them the next day.  Text messages from  The estimate sent out on 01/22 to the **** dealer and ***** is where the problem really started.  The estimate which is also attached did not cover all the repairs or the correct parts.  The **** dealer was really upset as were we.  We tried talking to *********************** but that was a waste of time.  The resinspection was requested by the **** Dealer and had nothing to do with me.  Elephant has definitely dragged their feet getting this corrected.  I have pictures of before and after for review as well.  

  Due to the 30 minute time constraint by BBB I need to submit this without all the additional information I wanted to add. 
  Regards,
  
  ***********************
  
  
  
  

  
  

  

  Business response

  02/05/2024

  February 5, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21228880
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the additional concerns of **********************
  
  Since our last response,the following has occurred:
  
  2/1/2024: -Elephant spoke with the appraiser on the reinspection which had to be reordered. We asked that the appraiser put a Rush on reviewing the estimate.  
  -Elephant spoke to the appraiser a second time and we were advised the estimate was
  still pending.
  -Claims emailed ********************* to update him on the progress and extend the rental.
  
  2/2/2024: -Elephant made an outbound call to Ms.****** repair shop of choice and the shop indicated they would be forwarding an additional supplement.
  -Elephant called the appraiser and alerted them to an additional supplement forthcoming and asked that this also be treated as a Rush.
  -Elephant made a call to ************** to update her on the process. We explained the appraisers role in the estimate process and asked ************** for her agents number so we could also inform them. ************** provided a number for the agent.
  -Elephant called the agent using the number ************** provided, but the number was disconnected.
  -Elephant received the approved supplement and emailed ********************* a copy.
  
  Elephant continues to process the claim as quickly as possible. It is unfortunate that ************** believes her claim has been delayed, however, Elephant has no influence over her repair shop of choice, as it is not in the Elephant Direct Repair Network.
  
  If ************** has additional questions or concerns, we would encourage her to contact the Elephant ***************** for the most up-to-date response.
  
  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
  

  

  Business response

  02/13/2024

  February 13, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21228880
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************
  
  The body of Ms. ****** complaint received today is identical to the text of her prior follow up complaint to which we responded on February 5, ****.
  
  Elephant continues to process the claim as quickly as possible. It is unfortunate that ************** believes her claim has been delayed, however, Elephant has no influence over her repair shop of choice, as it is not in the Elephant Direct Repair Network.
  
  As we stated in the prior response, if ************** has additional questions or concerns, we would encourage her to contact the Elephant ***************** for the most up-to-date response.
  
  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 response

  02/14/2024

  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 appear below.
  
  Elephant insurance is leaving a lot of details out about what has occurred. 

  1- I am not the reason for the second inspection.  Their appraiser is. They did an incompetent job on both inspections

  2- ******** dealer is also not the cause for delays. Their appraiser with ***** is. 

  3- *********************** called after the second inspection was completed and told me the appraiser with ***** was the problem with this claim. 

  4- ******** dealer had to file the supplement because the appraiaer still did not have all the repairs listed on the estimate after the second inspection that was discussed at the **** dealer. The only thing the appraiser added was weather stripping. Ummm how is he suppose to drive the truck with a bust steering column which was still not on the estimate. 

  5- *********************** spoke with the **** dealer, ******, and they decided it would be best for ****** to go ahead and file the supplement since the ***** appraiser could not get the job done right after 2 visits. ******* then told ****** he would have it rushed.

  6- the fact that a **** dealer is not an elephant approved repair shop is absurd. 

  7- the person reaponding to this transaction from elephant is trying to cover up the real issues going on. I am not the problem with this claim. ***** is and they work for elephant. 

  8- I have called claims and expressed my concerns. We were not getting responses which is why I came to the BBB. The list of transactions elephant is reporting are not all factual. They are leaving out alot of details.

  I have cancelled my insurance with Elephant and moved back to Allstate. Their is really nothing Elephant can do to resolve my complaint. The way this claim was handled for the first 3 weeks was absurd. Maybe the person responding to this should talk to their claims department and get all the details straight.  

  After I filed this claim is when they started actually working on the claim and realizing the ***** issue. 

  Again, there is nothing Elephant can do to resolve this claim. We just need our vehicle repaired. It was stolen and damaged. We pay for insurance to protect us from a loss when problems like this arise. Elephant has been a nightmare to work with. It has been over a month now and still nothing has been done to repair the vehicle. Poor customer service. 
  ***********************
  
  
  
  

  
  

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the evening of January 19, ****, a commercial 18-******* cab struck the left, rear side of my vehicle as he was switching lanes. We pulled off the highway and exchanged insurance information and when I finally got home that evening, at 8:50 pm, I filed a claim with Elephant Insurance. I did not receive a call from Elephant, regarding my accident until 2 days later. On January 22, ****, at 11:47 am, ****************************** left a voicemail and sent an email, designating himself as my adjuster. Despite my effort to connect by leaving a voicemail at 12:08 pm on the same day and calling again at 2:43 pm, I received no response from *****. The lack of communication persisted until January 23, when ***** finally returned my call at 8:31 am. ***** returned my call, marking our first direct contact. When he requested a recorded verbal statement, I explained that I couldn't provide one without my attorney present, and to this day, I have yet to provide that verbal statement. During our conversation, I communicated my preference for the driver's insurance to cover the damages, considering the driver had acknowledged fault in writing. And an investigation done by Elephant, and the other drivers insurance, would have come to the same conclusion. However, ***** appeared indifferent and showed minimal concern for my request and never attempted to proceed with an investigation. He provided scant details about my claim and did not seem to take my case seriously. However, he sent a link for me to submit pictures, and videos of my car's damages, and I complied with this request. Frustration mounted when, on January 26 at 9:32 am, I called Elephant for a claim status, received no callback from *****, and was informed via email at 9:54 am that there was no new information. The next day, January 27, at 12:36 pm, I learned from ******** that Elephant had declared my car totaled. My dissatisfaction stems from the lack of communication and proactive steps taken by Elephant Insurance. They never directed me to a specific repair shop, assessed my car's totality based solely on digital visualsnot physicaland failed to contact the responsible driver's insurance. It seems as if Elephant is pushing for me to accept fault and pay for the damages done to my vehicle. If reliant, rigorous communication, a thorough investigation, and an attempt to work alongside the other drivers insurance had been done initially, we all would have come to the same conclusion: the other driver failed to confirm if the lane he was moving into was clear and is solely responsible for my vehicles repairs. I am not. I have now been without a car for 9 days and see no attempt at a resolution in sight. I need my vehicle in working condition to drive to and from workand I need this done sooner rather than at Dereks leisure. I insist on a thorough review of my claim, urging Elephant to prioritize their customers and handle the matter appropriately.

  

  Business response

  01/29/2024

  January 29, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21212297
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************************
  
  When an accident occurs,there are two basic ways an insured can file a claim. They can file a claim with their own insurance company, or the insured can call the Claimants insurance company and file a claim with them. In either case, once a claim is filed,an investigation begins. If an insured files a claim with their own insurance company, and it is determined the insured was not at fault in the accident,once the claim is closed, the insureds carrier subrogates the Claimants carrier and asks for reimbursement. The insureds insurance carrier does not file the claim with the other carrier for the insured.
  
  ****************** filed a claim with Elephant on Friday, January 19, ****, at 9:48 pm on the same day it occurred. On the following business day, Monday January 22, ****, Elephant Claims made an outbound call to ****************** to speak with her regarding the claim but there was no answer. Claims left a voice mail for ****************** asking for her to return our call.
  
  On Tuesday January 23,****, Elephant Claims made another an outbound call to ******************, and she provided us with some information. Later the same day, we called ****************** again and she advised us she wanted to file the claim with the Claimants insurance carrier. We advised ****************** to keep our contact information in the event there was an issue with the Claimants carrier, and to forward photos to us in case she decided she preferred to work with Elephant instead. ****************** forwarded photos of the damage and we were able to develop a quick estimate,which indicated ******************** vehicle was a total loss. Elephant claims did not contact ****************** over the next few days as she indicated she was filing the claim with the Claimant Carrier.  
  
  On Friday January 26,****, Elephant Claims received a voicemail from ****************** asking about updates. Claims responded to ****************** that the investigation was not yet complete,and liability had not been determined in the accident. We also provided ***************** with contact information for the Elephant Total Loss Team.
  
  Also on January 26, ****,we received an email from the Claimants employer asking for additional information on the claim so they could also begin an investigation. We provided the Claimants employer with the information they requested. ****************** sent a screenshot from the claimants employer asking her to contact them to discuss damages (it is unknown if ****************** actually did contact them). Additionally,we made an outbound call to ****************** detailing the same information and she indicated she would need more time to decide if she wanted us to take the vehicle or if she was keeping the vehicle. We have not yet heard back from *****************.
  
  On January 27, ****, we emailed ****************** with the settlement offer and included additional information that we required in order to settle her claim.
  
  It is against the law for Elephant (or any other insurance company) to direct an insured or claimant to a specific repair shop. We asked ****************** for photos only after she stated she was going to work with the Claimants insurance company, so in the event she decided to then come back to Elephant to file her claim, we would have a head start on the settlement process.
  
  ****************** asserts we failed to contact the other drivers insurance company. As mentioned previously,once ****************** stated to Elephant Claims she wanted to work with the Claimants carrier, it was her responsibility to call and report the claim to them.
  
  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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In a little over a year Elephant Insurance has jacked up my car insurance premium from 1 singular accident they covered. Legally they cannot increase my premium for a claim they did not approve or pay out. There was two claims they failed to cover and then when they were closed they increased my premium. This is an illegal practice and needs to be rectified to my correct premium it should be at.

  

  Business response

  01/29/2024

  January 29, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21194771
  
  Dear *************************,
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ************************
  
  ************ premium increased due to ******** accident on February 2, 2023, in which Elephant paid out $4,117.27. In addition, Elephant was approved for base rate increases with the ************** that would have affected ************ premium.
  
  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

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my policy on October 13, 2023. It was told to me that I di not owe any money. I cancelled my policy before my due date. I made sure of that. I called on January 23, 2023 @ around 5:30 and spoke to a very rude, disrespectful Supervisor . Her attitude was terrible . It implied that I was lying or trying to deviate from paying what I owed. She had the nerve to laugh at the end of the conversation knowing that she had treated me like I was a fool or somebody not educated an lame. I defiantly do not appreciate it. She claimed that I owed money back as far as 2021. That is defiantly not correct. I may have been late but I always paid my bill. She tried to explain that if I have equity in the company so i used my equity twice . Okay let's just say that's true well how would I owe the money now. I do not owe them any money. I would like this case investigated . I would also like the Supervisor to be spoken to about the way she speaks to clients . How she became a supervisor I will never know. Its sad and very unprofessional.

  

  Business response

  01/24/2024

  January 24, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21188949
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************
  
  We apologize if **************** believes she was treated poorly.

  **************** made an inbound call to Elephant on August 31, 2023, and asked for a quote if she added a 2023 ******* and removed a 2010 **** Fusion. Elephant provided that quote to her.

  On September 8, 2023, **************** called in to add the 2023 ******* and the lienholder for the vehicle, and asked to remove the 2010 Fusion. We proceeded per her request, advised her change had been bound, and she received documents that reflected her change.

  On October 13, 2023, **************** called in to cancel her policy effective October 14, 2023. We advised **************** the amount still owed on her policy was $338.92.

  On January 23, ****, **************** called and asked for the amount due again and we advised $338.92. She asked to speak to a supervisor and was transferred. **************** requested an itemized statement, and an order was placed for the statement per her request.

  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 response

  01/24/2024

  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.

  I **************** did make a mistake in my complaint. I do not request a refund BUT I do not owe the company one ***** .My request is that the company  first correct the rude Supervisor  and second to investigate my account to see that I do not owe Elephant any money. I cancelled way before y due date.  I cancelled my insurance 13 days before the due date. When I spoke to the rude customer service Supervisor she stated something about me not paying insurance in 2021 for a month and my having equity built up and I used that. I personally will go over every transaction from the past to see what she is saying, Of course I would never not pay my bill even if I was late I would pay it before the next month came in . I paid the month before my cancelation what was due and the following month I cancelled. I do not owe one ***** to Elephant. When I called after the machine called to tell me I owed the money, the customer service told me it was only a computer generation and no I did not owe. This is my issue . 

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  

  
  

  

  Business response

  01/24/2024

  January 24, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21188949
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the additional concerns of **********************
  
  **************** account status was reflected correctly in our original response.
  
  
  Sincerely,
  Elephant Insurance

  Customer response

  01/25/2024

  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

  I will be this to the higher corporate and maybe to the court building . The month before cancellation from me I owed $496 that was paid . I cancelled the following month 3 weeks before due date. How do I owe $338. If I would have owed it my before monthly payment would not have been $496 but $834, it was not.  Elephant is not a company for the people, nor is the leadership team for them. Common sense tells anybody if I have never owed any extra money for all these months how is it that when I cancel I owe it. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 15th of **** my vehicle a 2011 ***** Equinox was damaged in a single car accident. It was towed to ****** Automotive in ******** ******** for repairs. I filed the claim with my insurance company Elephant the next day October 16th, ****. I have uploaded documentation of my claim # #****-00412110.It took almost 3 weeks before I heard anything from Elephant about my claim AT ALL. I was originally told it was going to be fixed and then it was declared a Total Loss on December 5th.This is information I was given by ****** Automotive by the way...not my insurance company. In fact I have only had contact with my insurance company...despite, calling, leaving messages, (by myself and ****** Automotive) emailing, and sending messages on their website, on 2 different occasions and those were well over a month ago. I was told by the dealership, and an update to my claim on the Elephant website that my car was declared a total loss on approx Dec 5th, ****. Elephant never called or emailed me this information at all. On December 20th, **** Elephant sent a crew to collect my car from ******. That crew had to pay thousands of dollars in late fees because of Elephants agonizingly slow response. As of today Jan 10, 2024....86 days since I filed my claim, 36 days after being declared totaled, 21 days after my car was picked up by Elephant with no clue as to when this will be finished!I have been without a car for ********************************************* for a car that I no longer even know the location of, and Elephant Insurance, still collecting my payments monthly refuses to *************, respond to my voicemails, answer my emails...or even give me a glimpse of completion. I just want them to do their jobs, and what I pay them monthly for! Send a check for the loss, so I can move beyond this and begin my search for a new vehicle.

  

  Business response

  01/15/2024

  January 15, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21125953
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of ****************************

  **************** reported the October 15, 2023, accident on October 16, 2023, the day after it occurred.During the investigation, it was discovered that Mr. ******* son, who was not listed on the policy, was driving the vehicle at the time of the accident.

  Elephant obtained a recorded statement from **************** on October 18, 2023, and on October 19, 2023, Elephant spoke with Mr. ******* repair shop of choice. On October 23, 2023, Elephant obtained a recorded statement from the unlisted driver of Mr. ******* vehicle.

  Elephant developed an estimate and on October 26,2023, Elephant emailed that estimate to Mr. ******* repair shop of choice. On October 30, 2023, Elephant emailed the estimate to **************** along with contact information of the repair adjuster. Also on October 30, 2023, Elephant produced a check for the repairs of $1,050.95 and mailed the check to ***************. The repairs began through Mr. ******* repair shop of choice.

  On December 1, 2023, Elephant received an inbound call from Mr. ******* repair shop, and they stated they would be creating a supplement and would send it to us. We explained once we received the supplement, it would be reviewed, and we would follow up. On December 14, 2023,Elephant received the supplement and determined the vehicle was a total loss. We then emailed ****************, explained settlement information, and detailed what was required before the loss could be settled. The details included that we needed to know if there was a lienholder, we needed the **************** of ******** signed and returned, and a copy of the signed title and the keys. We did not hear back from **************** until January 10, ****.

  On January 10, ****, we contacted **************** by phone to as a follow-up verify his lienholder but there was no answer. We left a voice mail asking **************** to return our call. Also on January 10, ****,Elephant sent an email with details to **************** a second time, since we were unable to reach him via phone indicating what was needed from him to settle the loss.  Elephant received a call back from **************** on the same day.

  On January 15, ****, Elephant received a call from *************** asking for an update. We explained we had stated in two prior emails what was required but had not yet received those documents. Elephant was still pending the Letter of Guarantee from the lienholder and the **************** of ******** from *****************

  **************** stated in an email to Elephant that he chose not to pay his December 2023 or January **** car payments to his lender because his vehicle was a total loss. Elephant is not responsible for car payments during a claim settlement period or at any other time.

  To recap, Elephant did stay connected with ****************,however, he chose not to respond to our requests on December 14, 2023. When we did finally reach him on January 10, ****, and reminded him of the documents still required to settle the claim, he did then send the lienholder information on January 11, ****. The claim is open and once all documents have been received, the claim can be settled.

  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

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had often and constant contact with this company until I contested their claim (12/28). Now they wont respond to me via email or phone calls to my adjusters number. I called the corporate today. They gave me the runaround and told me that they could only settle for the amount and had no idea about the questions Id ask that I had contested their claim. They also failed to send a letter of responsibility to the *** who is threatening to suspend my license.

  

  Business response

  01/10/2024

  January 10, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21116011
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the concerns of **********************
  
  We have attempted to explain to ************** at least twice that he is not receiving negative adjustments on the value of his vehicle. The adjustments are on the vehicles comparable to his to bring those vehicles more in line with his vehicle to make the comparison. The last time we attempted to explain this to ************** on January 8, ****, he became angry and terminated the call.
  
  We apologize if ************** believes we have not corresponded with him as quickly as he believes we should have. Elephant has been attempting to contact the other partys insurance carrier so that we may subrogate against them as they were at fault in the accident.
  
  ************** claim remains open, and we are waiting on a call from him to settle the 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 response

  01/11/2024

  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.
  
  I stated to your company I did not understand the market evaluation or the comparable vehicles and ask for explanation. After your explanation didnt logically make sense to me I asked questions to gain clarity and was offered instead an intense re stating of what they had previously said which I again said I dont logically understand Ive attached images of some of the questions I had. 
  

  My frustrations are derived from the refusal from you to accept the information Im allowed to submit which I was informed of by one of your representatives. I spoke on the phone with my representative 12/28/2023 was told to send the information and it would be submitted I did that day (reference attached images). I emailed for confirmation of submission and received nothing I then followed up via phone call 1/8/2024. During the phone call the representative ask for more information which I provided ( reference image attachment) then refused to enter the information to underwriting even though she was a total loss representative. She instead pressured me to accept the original evaluation and close the claim. Due to the representatives refusal to submit the information I did end the call after tell them Im going to reach out to legal counsel. Today 1/11/24 I spoke to a representative over the phone and finally got them to submit the information for review they informed me it would take ***** hours for review which is completely understandable. 
  

  Information for review referenced above:

  - 2 Personal comparables (image attached)

  - 2 Receipts of purchases made for tires. (Image attached)

   

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

  
  

  

  Business response

  01/18/2024

  January 18, ****
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21116011
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance (Elephant) to address the additional concerns of **********************
  
  Elephant asked our third-party vendor to identify additional comparable vehicles and the valuation has now been run against 13 of these, with the third-party vendor being confident in the valuation. A Claims Manager did identify a discrepancy between the valuation report and the vehicle's Monroney label and has sent the information to the third-party vendor,with a request that they review it to make sure there is nothing else missing from the valuation. Elephant does not expect there to be any material increase in the value of ************** vehicle at this point.

  ************** spoke with an adjuster on January 17, ****,and requested a callback from a Claims Manager. When the Claims Manager spoke with him later the same day, ************** denied asking to speak to the Manager. ************* states that he does not understand the valuation process, despite it being explained to him by several of our adjusters, a third-party representative,and the Claims Manager.

  ************** states that he agrees the value of his vehicle is unlikely to increase even with the discrepancy the Claims Manager identified.To that end, the Claims Manager asked ************** to explain what he was looking for as a resolution to the situation and he essentially stated that he just wants more money for the car. As mentioned previously, the third-party vendor is confident in the valuation.

  ************** stated that he wishes to invoke the appraisal clause in his policy. To do so, ************** needs to provide us with the details of his nominated appraiser but mentioned to the Claims Manager that he has not yet chosen the appraiser.

  ************** stated that he has an appointment with an attorney on January 19, ****, and will discuss the matter with them. Given his complaint,, ************** was somewhat dismissive of the fact that the Claims Manager had called him, indicating he did not see the point of further conversation until he had spoken to his attorney.
  
  Once the valuation has been reviewed for the discrepancy the Claims Manager identified, the valuation can be provided to **************. Elephant has received confirmation that the compliance request ************** mentioned has been completed.
  
  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 response

  01/18/2024

  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.
  
  I have not requested a manager that day I had in prior instances when representatives have refused to submit my information in none of those instances did I receive a manager callback. In regards to why I received a  call After an hour conversation in the morning No, I did not request that. My adjuster finally reached out to me and connected me with I believe their appraiser their appraiser was able to explain most things still some questions that logically dont make to sense to me so I did not understand. The claims made by Elephant in regards to the statements I made are either out of context or blatantly wrong. They are reporting false information I would like any supporting evidence that I made those statements.
  
  Regards,
  
  *********************
  
  
  
  
  

  

  Business response

  01/22/2024

  January 22, 2024
  
  *************************
  BBB Serving Central ********, Inc.
  *********************************************************************************
  
  BBB Case Number: 21116011
  
  Dear *************************:
  
  Thank you for allowing Elephant Insurance to address the additional concerns of **********************
  
  ************** has stated that he wishes to invoke the appraisal clause in his policy. To do so, ************** needs to provide us with the details of his nominated appraiser.

  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

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