This is a follow up complaint to ID #### A refund check that was "lost" finally showed up after 3 weeks and I deposited it as told to by [redacted]. In the mean time Nationwide issued another check.I spent a lot of time trying to resolve this problem. When that check showed up I was told I could tear it up or send it back.. Then I was informed by my bank that a stop payment had been put on the first check. I spent over an hour on the phone asking if the 2nd check was going to be any good. Now I find that my bank charged me $12 for the stop payment that Nationwide put on the check. Not my fault that this happened.
I want my $12 that I was charged for a stop payment that I had no control over.
Dear [redacted],We are in receipt of your email dated August 8, 2017 whereby [redacted] states he is still waiting to receive payment for the overdraft fees.As stated in our August 4, 2016 response, issuance of a check will take 7-10 business days which would bring us to August 17, 2016. I would assume [redacted] has since received his check.Thank youSincerely,Patty G[redacted]Customer Advocacy CoordinatorChief Customer AdvocateNationwide[redacted]###-###-####
This is in response to your inquiry dated January 20. 2017 regarding [redacted]I spoke to my associate who handled the policyholder’s request. The summary of theirconversation was to add GAP coverage to the 2016 Chevrolet Silverado. There was nodiscussion of the coverage details, nor did the...
member ask for any details. She was not toldthat the GAP insurance would cover the full amount of the loan and specifics were notdiscussed. A declaration page, which was sent to the policyholder, with the endorsement isattached for your reference. This coverage was requested approximately 2 months followingthe placement of insurance on this vehicle.The reference to the statement that she was sold the wrong GAP coverage and we sell differenttypes of GAP coverage is incorrect. Nationwide sells GAP coverage under two differentendorsements, however, the GAP coverage is exactly the same on either endorsement.If you require further assistance, please contact our Customer Relations Coordinator,[redacted], at ###-###-#### or by email at [redacted]Sincerely,James B[redacted]
[redacted]
[redacted]
This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted].
Nationwide has reviewed this file and the concerns expressed by [redacted]. In this response we will address: the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle.
The repair process did take longer than expected. The repair delays were caused by multiple factors. Nationwide allowed this customer 20 days additional rental car expenses over his purchased coverage. We also recognize that some delays were out of the control of Nationwide Insurance and the repair facility. The date of the accident was December 31, 2013 which is during the holiday season. Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activity. One of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part. The vehicle was ready for pickup on or about February 21, 2014. The only thing left to complete the repair was an after market trim molding that attaches to the fender. The part does not affect the drivability, functionality or safety of the vehicle. It is strictly a cosmetic trim molding. The replacement part was not available anymore so a new set of four had to be special ordered. We offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed. [redacted] refused to receive the vehicle back until that cosmetic part was received and installed.
Nationwide is not aware of any repair issues or any new discovery of accident related damage. I responded to the [redacted] Chevrolet dealership to address a number of concerns of [redacted]. [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident. I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing. It was determined that there was nothing wrong with the transmission or any of the repairs completed. In fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications. As a result of the diagnostic testing there were a few general maintenance items that needed attention, but nothing was related to the accident. The items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident, and the brakes and rotors should be replaced. Nationwide conceded to pay for the hub as it could have been damaged by the accident, but the brakes and rotors are maintenance items on the vehicle and have worn out over time. Nationwide did not offer to pay for the brakes and rotors.
[redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained. As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted]. It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered. The vehicle was brought in to the shop, it was put up on a lift, and the undercarriage, suspension and drive-train were all inspected. There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle. [redacted] signed a repair authorization / election form at the repair shop, and could have at any time told the shop he was not going to repair his vehicle there. This did not happen, so the repair shop moved forward with the repairs.?
All delays were addressed and Nationwide has paid a fair amount for the rental. [redacted] has Loss of Use (rental) coverage limits of $40 per day, with a maximum coverage of 1100. Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity . [redacted] chose to purchase additional insurance coverage on the rental vehicle. This contributed to additional expenses related to his rental contract.
The value of the vehicle was determined by running the CCC evaluation. The evaluation method is approved by the [redacted] Department of Financial Services. The value stated on the evaluation is $18,566.14. The complete damage estimate is $11099.00. The damage ratio to value is 59.73% to value. In the state of [redacted], [redacted] indicates a vehicle should be considered a total loss when the estimate exceeds 75%.
Nationwide will continue to address the concerns of [redacted]. All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director [redacted] on more than one occasion. Our position has always been that if there are additional damages that are attributable to the December 31, 2013 accident we will address them. There has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention.
If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] is requesting a refund in the amount of $18.48 representing premium deducted from her payroll check.According to a review of our files, on December 22, 2015 Ms. [redacted] contacted our office to cancel her...
policy as she had given the pet away. During the discussion it was discovered Ms. [redacted] actually had two policies for the same pet.- Policy [redacted] applied for by speaking with an agent on November 4, 2015.- Policy [redacted] applied for via our online enrollment center on October 22, 2015For both enrollments Ms. [redacted] opted to pay for the policy premium through payroll deductions. This means her premium deductions would be taken from her paycheck by her employer and transferred to Nationwide through a Third Party Administrator. Both polices were set to become effective January 1, 2016.During the call on December 22, 2015 Ms. [redacted] requested her policy be cancelled. The cancellation transaction for both policies was completed in our system on December 23, 2015 and the information forwarded to the Third Party Administrator. Please note at the time of cancellation and as of the date of this letter, no premium has been received from the Third Party Administrator.We have reached out to the Third Party Administrator and confirmed the cancellation requests (stop premium deductions) have been processed and that two billings of $9.24 are outstanding. Although Ms. [redacted]’s company deducted the premium from her check, the money has not been received by the Third Party Administrator and has not been sent to Nationwide Pet Insurance (formerly VPI).Once Nationwide receives the premium from the Third Party Administrator we will refund the money to Ms. [redacted] within twenty-four hours. Please note, as explained to Ms. [redacted] during a call on January 7, 2016, it may take one or two pay periods before premium payment is received by our company. Additionally, we are not sure if we will receive both installments of $9.24 together or separately, however as soon as we receive the funds we will send a check to Ms. [redacted].Should you require any further assistance in this matter, please contact our [redacted], Janice K[redacted], at ###-###-#### or via email at [redacted] Sincerely,Lynne C. H[redacted]
This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, 2016 per Ms. [redacted]’s request. Abalance of $103.50 remained for coverage provided up to the cancellation date. Upon receiving theattached...
documentation, the Auto policy cancellation date was adjusted to June 14, 2016. Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Erica C[redacted]
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. I am also requesting that proper training be provided to claims agent to prevent this type of mistake occurring in the future and to prevent wasted use of the company's resources as well as to reduce frustration to customers.
We are in receipt of your correspondence dated May 11, 2017 regarding the concerns of our former policyholder, Ms. [redacted]. I would be happy to respond to Ms. [redacted] concerns on behalf of Nationwide Insurance.On December 5, 2016, Ms. [redacted] contacted the Personal Lines Service Center and...
requested to remove uninsured motorist coverage from her policy. During this call, Ms. [redacted] was advised that her bill due on December 8, 2016 would be $21.41. There was no discussion of cancelling the policy during this conversation.Upon review, with the removal of the uninsured motorist coverage from the policy, this only decreased the prior term by $4.16, which then adjusted the current bill due from $84.50 to $80.34. A payment of $80.34 was attempted to be drafted from Ms. [redacted] account on December 8, 2016, which prompted an additional call to the Personal Lines Service Center. The phone call was reviewed, and it was agreed to only accept a payment of $21.04, and to reimburse Ms. [redacted] for any bank fees she was charged due to this error.On December 26, 2016, Ms. [redacted] requested to cancel her policy. The required cancellation request form was received on December 29, 2016, and the policy was cancelled effective January 8, 2017. A final bill in the amount of $114.31 was issued for coverage provided up to the date of cancellation.Ms. [redacted] contacted the Personal Lines Service Center on January 18, 2017 to advise she had replacement coverage effective December 27, 2016. An additional cancellation request form was received, and on January 25, 2017, the policy cancellation effective date was adjusted to December 27, 2016.At this time, the final balance of $92.35 is owed to Nationwide Insurance for coverage provided up to the date of cancellation of December 27, 2016.If you require further assistance, please contact Joey L[redacted] at ###-###-#### or by email at [redacted].Sincerely,Tara P[redacted]Sr. Analyst
I refuse to believe that all of Nationwide’s branches operate in such an unprofessional manner. This delay alone (6 months) is unprofessional. This is why I requested another district look over my claim. Why was I denied, and why is this same branch still fumbling with this claim? Besides if there is nothing to hide, allow my request? Now, this prolonged, delayed claim has caused peek elevations in my blood pressure that wasn’t there before. I will follow-up with my physician to see what other stressor/symptoms are going on due to this case at my next appointment and I will inform Nationwide.
I will wait until tomorrow for Nationwide to answer my questions. If I do not hear from them by close of business, I will go to the media. I want resolution on this claim via the Revdex.com, TV media, Insurance Board, or a trial by jury. I will not stop perusing this claim. I want the world to see how a multimillion dollar company treats his paying customers when it comes to a measly $6000.00 claim here in the deep south of Alabama.
Below are my responses and questions to Ms. Blessing.
1. I never received a request from Nationwide on March 26th to meet. This is a blatant disregard for the truth as usual. Ms. B[redacted] please produce the invite? I didn’t get it, and I asked to be sent emails as my preferred method of communication, to try and avoid this type confusion.
2. Nationwide sent a contractor out to assess damages/repairs already [redacted]). I was told they trusted Brookstone and that this company was reliable. Was this a lie too?
3. Why is another estimate needed?
4. Will Nationwide pay the claim if I allow this 2nd estimate? If so how long will it take? Other large companies can pay in less than 5 working days.
5. What does Nationwide’s investigation include? What will complete this prolonged investigation? Tell me so nothing else is added later.
6. What documentations are needed? What are you referring to/requesting? Give me a list. Do you know what documentation you want? Nationwide should be experts in claim delivery, can’t you tell me what you want?
7. What is Nationwide alleging is wrong/miss represented?
8. What additional questions need to be answered? (please be specific)
9. Why did Nationwide lie and say that I didn’t make myself available to the investigator (S. C[redacted], when this wasn’t true? I agreed to meet with him any given Saturday. Why is Nationwide lying?
10. Why wasn’t Brookstone’s estimate accepted? The contractor was hand-picked by Nationwide (I have this in an email).
11. Why didn’t I get an estimate/quote initially? Why wasn’t Nationwide available for me? The premiums are paid.
12. Why didn’t I get arbitration when I requested it in writing?
13. Please show me in my policy what was neglected/done wrong on my part? I have a copy of my policy.
Sincerely frustrated,
[redacted]
This letter is in response to the concerns filed by [redacted] regarding her policies with Nationwide. First and foremost, we would like to extend our apologies to Ms. [redacted] for the handling of her policy. We take full accountability for the errors that occurred on the policy. As stated previously in the first response to the Revdex.com on April 17, 2017 the Underinsured Motorist Bodily Injury and Underinsured Motorist Property Damage coverages were erroneously added by the Processing department. It was initially thought, that forms for the Underinsured Motorist Bodily Injury and Underinsured Motorist Property Damage were not received so the coverages were added back to the inception on September 3, 2016. This error caused the billing account to bill higher since premium for the coverages was added to the policy. Nationwide did correct this error in February and Ms. [redacted]’s policy did receive a full credit for the unnecessary premium she paid. We apologize for how long it took to catch this Processing error however, Ms. [redacted]’s policy has since been corrected. This credit eliminated Ms. [redacted]’s March installment for her Auto policy and gave credit toward her Auto policy installment for April. It was indicated in the rebuttal that both policy down payments were made on the same day, which is correct. The policies were set up the same day however, each policy has a different effective date. The Auto policy effective date is September 3, 2016 and the Property policy is effective August 29, 2016. I have included both applications for Auto policy [redacted] and Property policy 6139HQ265793. Both applications indicate the effective date. The policy is currently charging exactly what it should. The only extra charge that was applied to the policy has been fully removed. The only remaining issue is strictly with the billing due date which is causing the policy to be billed in five months instead of the full six months term. The policy renewal term calculated at $447.50. Ms. [redacted] is not being billed any more money than the $447.50. In communications to Ms. [redacted] and in the first resolution sent, a solution was given for the due date issue. It is not required of Servicing to go over the billing due date unless requested by the Member. However, Servicing should have addressed the issue when the higher billing was called out by Ms. [redacted]. I apologize for the lack of information that was provided by Servicing. In order to stay within the ten day window to keep all six factor months, Ms. [redacted] would have to choose a due date of between the 29th to the eighth of every month. The current account due date is the 20th of every month. As it stands now the monthly installments for [redacted] are billing at $91.24 with two months in the billing cycle left. The Property policy [redacted] is currently billing monthly installments at $12.70. This amount is due May 20th however, to add back a factor month, Ms. [redacted] would need to choose a due date between the 29th and eighth (It would be April 29th to May 8th). The month billing would reduce to $74.58 for [redacted] and the Property policy would remain at $12.70. Please have the Member contact Jackie ###-###-#### or Servicing at ###-###-#### to adjust the due date. We are sorry that Ms. [redacted] has not received the level of service that was expected from Nationwide Insurance. We apologize for any inconvenience this may have caused Ms. [redacted]. If you require further assistance, please contact our Customer Relations Coordinator, Phillis H[redacted], at ###-###-#### or by email at h[redacted][email protected]. Sincerely, Jackie S[redacted] Sr. Analyst [redacted]@nationwide.com ###-###-#### Enclosures: Auto Application, Property Application
If Nationwide did not put all the legalese in your communications I probably would have seen the rate increase. Nothing further need be said. [redacted]
Thank you for forwarding the foregoing follow up complaint regarding the diminished value claim for Ms. [redacted] to our attention. [redacted] is a fully owned subsidiary of Nationwide Mutual Insurance Company (hereafter “[redacted]”).On 1/2/15 I had left a message for Ms. [redacted] to advise [redacted] of [redacted] Subaru had asked for additional time to provide me with documentation on the diminished value placed on the vehicle by the dealership. In the interim I received a letter from Ms. [redacted] dated 1/6/15 with information from another dealership [redacted] Subaru. I called Ms. [redacted] on 1/9/15 and left her a voicemail indicating I would contact [redacted] at [redacted] Subaru. Once I obtained additional information from him I would contact her to discuss further. I was able to discuss with Mr. [redacted] and he provided me with additional information which I reviewed with our consultant. Based on the information provided by the dealership we have increased our diminished value offer. On 1/16/15 contact was established with Ms. [redacted]. An offer for diminished value was presented in the amount of $7677.94 and was accepted by Ms. [redacted]. The settlement check for this amount was issued on 1/16/15. This matter is now resolved.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or via email at [redacted]@nationwide.com.Tel ###-###-####P.O. Box [redacted] Fax ###-###-####[redacted], PA 19438-9940www.[redacted]group.com
In response to Ronald O[redacted] and his position to only consider suborgation submitted by [redacted] for damages sustained. A dispute has been opened with the [redacted] Insurance Commissioner. The file is attached and [redacted] will contact Harleysville Insurance with related documentation. While speaking with an attorney, its disturbing to be treated like a criminal only to allow the insurer to profit at the expense of their insured. These repairs should have been considered upon initial inspection without involving state compliance or other litigation. Nationwide/Harleysville has presented Bad Faith since the claim was filed against their insured, who initally stated there was no insurance on their vehicle. Regards;
[redacted]
[redacted]Nationwide has agreed to refund the premiums that I have paid them, but that was two weeks ago. They have yet to respond since I sent them the necessary documentation can I get an update on the status of this claim. Please reply at [redacted] or at [redacted]. The Nationwide rep that assisted me in the process is Peter S[redacted] his contact number is [redacted] and his email is [redacted]
In regards to the collection amount due for the Auto policy:
· On December 22, 2014, a bill was sent to the customer and due on January 27, 2015 (see attached).
· Since a payment was...
not received, a Notice of Cancellation was sent on February 3, 2015, with a policy cancel date of February 20, 2015 (see attached). The amount on the notice was $981.91.
· The policy cancelled effective February 20, 2015, and a collection letter was sent to the cancelled member on February 27, 2015, informing them of an unpaid balance due after cancellation for the Auto policy. The amount on the notice was $1,098.97 (see attached).
· On June 4, 2015, the insured’s wife called in about the collection. She stated the policy was supposed to cancel in December of 2014, and that her husband had called to cancel, however there was no documentation on the policy or account about a call to cancel. However, there was a call by the wife to verify billing information on December 2, 2014. The member advised that they obtained other insurance with [redacted]. She was advised that if she could email a declarations page, we would be happy to backdate the cancellation.
· On June 4, 2015, a call was made to the insured but there was no answer, so a voicemail was left to have her call the Service Center back. The message stated that we received the declarations for [redacted], and it would take a couple days for the policy to adjust.
· Documentation shows calls were made to the insured on June 4, 2015, July 7, 2015 and July 9, 2015.
· Declarations were received and the policy was adjusted to cancel effective January 17, 2015, and the unearned premium in the amount of $352.40 was credited to the policy balance leaving a total balance due of $746.57. A voicemail was left on July 9, 2015 advising of the amount due.
We will not be able to remove the collection, because bills and notices were sent, and no payments were made toward the balance. Once the collection amount of $746.57 is paid in full, we will be happy to update Credit Control Services (CCS) regarding the adjustment and that payment was made so that the collection may be closed.
To arrange a payment, please contact our Customer Service Center at ###-###-####. Once a payment is made we will update Credit Control Services (CCS).
We hope that this satisfies your request. If you have any further questions or concerns, please contact State Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted].
Sincerely,
[redacted] – CSSS Customer Resolution and Response
Nationwide
###-###-####
[redacted]
Pursuant to our discussion on December 9th, Nationwide has an obligation to investigate the First and Third party claims deriving from this accident. As a Casualty Claims Manager, I am responsible for reviewing and providing direction as it relates to the Third party claim. As you are aware, our insured was operating a golf cart at the time of this loss when their was a collision between the golf cart and a parked automobile. The collision caused damage to golf cart as well as the automobile. As indicated in Tim Jones letter to your agency on November 24th, there will be no applicable coverage for damage to the golf cart. However, after further review, we have determined that we will extend liability coverage for this loss. This decision will supersede our prior decision regarding a denial of liability coverage. Furthermore, we have communicated our decision to the insurance carrier for the parked car. Should have any questions or wish to discuss the matter further, please feel free to contact me at ###-###-#### or [redacted]. Sincerely,
[redacted]
I feel this is not ethical business practice and they are taking advantage of the customer with this prior Ins. clause . It seems a company would be eager to insure a customer that hadn't cost them a penny and always payed in full and on time. I've taken this to my local TV station
Regards, [redacted]
Dear [redacted]Thank you for your recent inquiry regarding a complaint which you received from [redacted] As Claims Manager, I have reviewed our claim file and would like to address [redacted] If I do not provide the information you need for this matter, please do not hesitate to let me...
know. The concern regarding our settlement offer for the total loss of [redacted]’s vehicle, [redacted]’s vehicle, a 2013 Toyota Sienna, was identified as a total loss due to an accident on January 10, 2015. The following factors were considered in the total loss decision. The known repair costs of $4017.05 based on an estimate prepared by [redacted]. The vehicles actual cash value of $4499.00 and the salvage value of $1622.63. Our initial settlement offer was extended on January 28, 2015. We extended a revised offer on to [redacted] on February 2, 2015, for $4893.68. The current settlement is for the full actual cash value of the vehicle including payment for all applicable fees. Following is the settlement outline for that offer. Actual cash value: $4,499.00 Applicable tax: $314.93 Fee: $79.75Net Settlement: $32740.69 The actual cash value was based on a current local market survey, and took into consideration the vehicle’s mileage, options and overall condition at the time of the loss. We have reviewed facts of our current settlement and feel that the correct decision was made with respect to the total loss decision. We feel our current settlement offer for the actual cash value to be fair and reasonable Thank you for bringing this matter to our attention. If you should need additional information related to this matter please contact me.Sincerely, [redacted]###-###-####
I am in receipt of your correspondence dated March 11, 2015, addressed to the Office of Customer Advocacy, regarding [redacted]. I will be happy to respond to the concerns of our member.In her statement of the problem, [redacted] would like the premium owed waived due to the information received...
when requesting to cancel the auto policy.On February 6, 2015, a billing statement was sent showing the renewal payment and the prior term balance. This statement included the premium owed for adding a vehicle to the policy in January after the January bill was sent.On February 17, 2015, [redacted] contacted our service department and asked to cancel the auto policy effective February 19, 2015. At that point there was a prior term amount owed of $70.60, $10.00 late fee, $5.00 service fee and $15.12 for the two days beyond the due date. This was billed along with a second late fee making the new billed amount $110.72.[redacted] did ask how much would be owed after the cancellation and was informed that nothing would be due. This response was in error. We are clearing the balance owed due to this error and have provided feedback to our management team.I apologize for any inconvenience this may have caused.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call [redacted], Office of Customer Advocacy Complaint Coordinator at ###-###-#### or email her at [redacted]Sincerely,[redacted]Nationwide Insurance###-###-####[redacted]
This is a follow up complaint to ID #### A refund check that was "lost" finally showed up after 3 weeks and I deposited it as told to by [redacted]. In the mean time Nationwide issued another check.I spent a lot of time trying to resolve this problem. When that check showed up I was told I could tear it up or send it back.. Then I was informed by my bank that a stop payment had been put on the first check. I spent over an hour on the phone asking if the 2nd check was going to be any good. Now I find that my bank charged me $12 for the stop payment that Nationwide put on the check. Not my fault that this happened.
I want my $12 that I was charged for a stop payment that I had no control over.
Dear [redacted],We are in receipt of your email dated August 8, 2017 whereby [redacted] states he is still waiting to receive payment for the overdraft fees.As stated in our August 4, 2016 response, issuance of a check will take 7-10 business days which would bring us to August 17, 2016. I would assume [redacted] has since received his check.Thank youSincerely,Patty G[redacted]Customer Advocacy CoordinatorChief Customer AdvocateNationwide[redacted]###-###-####
This is in response to your inquiry dated January 20. 2017 regarding [redacted]I spoke to my associate who handled the policyholder’s request. The summary of theirconversation was to add GAP coverage to the 2016 Chevrolet Silverado. There was nodiscussion of the coverage details, nor did the...
member ask for any details. She was not toldthat the GAP insurance would cover the full amount of the loan and specifics were notdiscussed. A declaration page, which was sent to the policyholder, with the endorsement isattached for your reference. This coverage was requested approximately 2 months followingthe placement of insurance on this vehicle.The reference to the statement that she was sold the wrong GAP coverage and we sell differenttypes of GAP coverage is incorrect. Nationwide sells GAP coverage under two differentendorsements, however, the GAP coverage is exactly the same on either endorsement.If you require further assistance, please contact our Customer Relations Coordinator,[redacted], at ###-###-#### or by email at [redacted]Sincerely,James B[redacted]
[redacted] [redacted] [redacted] [redacted]
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This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted].
Nationwide has reviewed this file and the concerns expressed by [redacted]. In this response we will address: the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle.
The repair process did take longer than expected. The repair delays were caused by multiple factors. Nationwide allowed this customer 20 days additional rental car expenses over his purchased coverage. We also recognize that some delays were out of the control of Nationwide Insurance and the repair facility. The date of the accident was December 31, 2013 which is during the holiday season. Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activity. One of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part. The vehicle was ready for pickup on or about February 21, 2014. The only thing left to complete the repair was an after market trim molding that attaches to the fender. The part does not affect the drivability, functionality or safety of the vehicle. It is strictly a cosmetic trim molding. The replacement part was not available anymore so a new set of four had to be special ordered. We offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed. [redacted] refused to receive the vehicle back until that cosmetic part was received and installed.
Nationwide is not aware of any repair issues or any new discovery of accident related damage. I responded to the [redacted] Chevrolet dealership to address a number of concerns of [redacted]. [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident. I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing. It was determined that there was nothing wrong with the transmission or any of the repairs completed. In fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications. As a result of the diagnostic testing there were a few general maintenance items that needed attention, but nothing was related to the accident. The items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident, and the brakes and rotors should be replaced. Nationwide conceded to pay for the hub as it could have been damaged by the accident, but the brakes and rotors are maintenance items on the vehicle and have worn out over time. Nationwide did not offer to pay for the brakes and rotors.
[redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained. As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted]. It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered. The vehicle was brought in to the shop, it was put up on a lift, and the undercarriage, suspension and drive-train were all inspected. There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle. [redacted] signed a repair authorization / election form at the repair shop, and could have at any time told the shop he was not going to repair his vehicle there. This did not happen, so the repair shop moved forward with the repairs.?
All delays were addressed and Nationwide has paid a fair amount for the rental. [redacted] has Loss of Use (rental) coverage limits of $40 per day, with a maximum coverage of 1100. Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity . [redacted] chose to purchase additional insurance coverage on the rental vehicle. This contributed to additional expenses related to his rental contract.
The value of the vehicle was determined by running the CCC evaluation. The evaluation method is approved by the [redacted] Department of Financial Services. The value stated on the evaluation is $18,566.14. The complete damage estimate is $11099.00. The damage ratio to value is 59.73% to value. In the state of [redacted], [redacted] indicates a vehicle should be considered a total loss when the estimate exceeds 75%.
Nationwide will continue to address the concerns of [redacted]. All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director [redacted] on more than one occasion. Our position has always been that if there are additional damages that are attributable to the December 31, 2013 accident we will address them. There has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention.
If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] is requesting a refund in the amount of $18.48 representing premium deducted from her payroll check.According to a review of our files, on December 22, 2015 Ms. [redacted] contacted our office to cancel her...
policy as she had given the pet away. During the discussion it was discovered Ms. [redacted] actually had two policies for the same pet.- Policy [redacted] applied for by speaking with an agent on November 4, 2015.- Policy [redacted] applied for via our online enrollment center on October 22, 2015For both enrollments Ms. [redacted] opted to pay for the policy premium through payroll deductions. This means her premium deductions would be taken from her paycheck by her employer and transferred to Nationwide through a Third Party Administrator. Both polices were set to become effective January 1, 2016.During the call on December 22, 2015 Ms. [redacted] requested her policy be cancelled. The cancellation transaction for both policies was completed in our system on December 23, 2015 and the information forwarded to the Third Party Administrator. Please note at the time of cancellation and as of the date of this letter, no premium has been received from the Third Party Administrator.We have reached out to the Third Party Administrator and confirmed the cancellation requests (stop premium deductions) have been processed and that two billings of $9.24 are outstanding. Although Ms. [redacted]’s company deducted the premium from her check, the money has not been received by the Third Party Administrator and has not been sent to Nationwide Pet Insurance (formerly VPI).Once Nationwide receives the premium from the Third Party Administrator we will refund the money to Ms. [redacted] within twenty-four hours. Please note, as explained to Ms. [redacted] during a call on January 7, 2016, it may take one or two pay periods before premium payment is received by our company. Additionally, we are not sure if we will receive both installments of $9.24 together or separately, however as soon as we receive the funds we will send a check to Ms. [redacted].Should you require any further assistance in this matter, please contact our [redacted], Janice K[redacted], at ###-###-#### or via email at [redacted] Sincerely,Lynne C. H[redacted]
This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, 2016 per Ms. [redacted]’s request. Abalance of $103.50 remained for coverage provided up to the cancellation date. Upon receiving theattached...
documentation, the Auto policy cancellation date was adjusted to June 14, 2016. Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Erica C[redacted]
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. I am also requesting that proper training be provided to claims agent to prevent this type of mistake occurring in the future and to prevent wasted use of the company's resources as well as to reduce frustration to customers.
We are in receipt of your correspondence dated May 11, 2017 regarding the concerns of our former policyholder, Ms. [redacted]. I would be happy to respond to Ms. [redacted] concerns on behalf of Nationwide Insurance.On December 5, 2016, Ms. [redacted] contacted the Personal Lines Service Center and...
requested to remove uninsured motorist coverage from her policy. During this call, Ms. [redacted] was advised that her bill due on December 8, 2016 would be $21.41. There was no discussion of cancelling the policy during this conversation.Upon review, with the removal of the uninsured motorist coverage from the policy, this only decreased the prior term by $4.16, which then adjusted the current bill due from $84.50 to $80.34. A payment of $80.34 was attempted to be drafted from Ms. [redacted] account on December 8, 2016, which prompted an additional call to the Personal Lines Service Center. The phone call was reviewed, and it was agreed to only accept a payment of $21.04, and to reimburse Ms. [redacted] for any bank fees she was charged due to this error.On December 26, 2016, Ms. [redacted] requested to cancel her policy. The required cancellation request form was received on December 29, 2016, and the policy was cancelled effective January 8, 2017. A final bill in the amount of $114.31 was issued for coverage provided up to the date of cancellation.Ms. [redacted] contacted the Personal Lines Service Center on January 18, 2017 to advise she had replacement coverage effective December 27, 2016. An additional cancellation request form was received, and on January 25, 2017, the policy cancellation effective date was adjusted to December 27, 2016.At this time, the final balance of $92.35 is owed to Nationwide Insurance for coverage provided up to the date of cancellation of December 27, 2016.If you require further assistance, please contact Joey L[redacted] at ###-###-#### or by email at [redacted].Sincerely,Tara P[redacted]Sr. Analyst
I refuse to believe that all of Nationwide’s branches operate in such an unprofessional manner. This delay alone (6 months) is unprofessional. This is why I requested another district look over my claim. Why was I denied, and why is this same branch still fumbling with this claim? Besides if there is nothing to hide, allow my request? Now, this prolonged, delayed claim has caused peek elevations in my blood pressure that wasn’t there before. I will follow-up with my physician to see what other stressor/symptoms are going on due to this case at my next appointment and I will inform Nationwide.
I will wait until tomorrow for Nationwide to answer my questions. If I do not hear from them by close of business, I will go to the media. I want resolution on this claim via the Revdex.com, TV media, Insurance Board, or a trial by jury. I will not stop perusing this claim. I want the world to see how a multimillion dollar company treats his paying customers when it comes to a measly $6000.00 claim here in the deep south of Alabama.
Below are my responses and questions to Ms. Blessing.
1. I never received a request from Nationwide on March 26th to meet. This is a blatant disregard for the truth as usual. Ms. B[redacted] please produce the invite? I didn’t get it, and I asked to be sent emails as my preferred method of communication, to try and avoid this type confusion.
2. Nationwide sent a contractor out to assess damages/repairs already [redacted]). I was told they trusted Brookstone and that this company was reliable. Was this a lie too?
3. Why is another estimate needed?
4. Will Nationwide pay the claim if I allow this 2nd estimate? If so how long will it take? Other large companies can pay in less than 5 working days.
5. What does Nationwide’s investigation include? What will complete this prolonged investigation? Tell me so nothing else is added later.
6. What documentations are needed? What are you referring to/requesting? Give me a list. Do you know what documentation you want? Nationwide should be experts in claim delivery, can’t you tell me what you want?
7. What is Nationwide alleging is wrong/miss represented?
8. What additional questions need to be answered? (please be specific)
9. Why did Nationwide lie and say that I didn’t make myself available to the investigator (S. C[redacted], when this wasn’t true? I agreed to meet with him any given Saturday. Why is Nationwide lying?
10. Why wasn’t Brookstone’s estimate accepted? The contractor was hand-picked by Nationwide (I have this in an email).
11. Why didn’t I get an estimate/quote initially? Why wasn’t Nationwide available for me? The premiums are paid.
12. Why didn’t I get arbitration when I requested it in writing?
13. Please show me in my policy what was neglected/done wrong on my part? I have a copy of my policy.
Sincerely frustrated,
[redacted]
This letter is in response to the concerns filed by [redacted] regarding her policies with Nationwide. First and foremost, we would like to extend our apologies to Ms. [redacted] for the handling of her policy. We take full accountability for the errors that occurred on the policy. As stated previously in the first response to the Revdex.com on April 17, 2017 the Underinsured Motorist Bodily Injury and Underinsured Motorist Property Damage coverages were erroneously added by the Processing department. It was initially thought, that forms for the Underinsured Motorist Bodily Injury and Underinsured Motorist Property Damage were not received so the coverages were added back to the inception on September 3, 2016. This error caused the billing account to bill higher since premium for the coverages was added to the policy. Nationwide did correct this error in February and Ms. [redacted]’s policy did receive a full credit for the unnecessary premium she paid. We apologize for how long it took to catch this Processing error however, Ms. [redacted]’s policy has since been corrected. This credit eliminated Ms. [redacted]’s March installment for her Auto policy and gave credit toward her Auto policy installment for April. It was indicated in the rebuttal that both policy down payments were made on the same day, which is correct. The policies were set up the same day however, each policy has a different effective date. The Auto policy effective date is September 3, 2016 and the Property policy is effective August 29, 2016. I have included both applications for Auto policy [redacted] and Property policy 6139HQ265793. Both applications indicate the effective date. The policy is currently charging exactly what it should. The only extra charge that was applied to the policy has been fully removed. The only remaining issue is strictly with the billing due date which is causing the policy to be billed in five months instead of the full six months term. The policy renewal term calculated at $447.50. Ms. [redacted] is not being billed any more money than the $447.50. In communications to Ms. [redacted] and in the first resolution sent, a solution was given for the due date issue. It is not required of Servicing to go over the billing due date unless requested by the Member. However, Servicing should have addressed the issue when the higher billing was called out by Ms. [redacted]. I apologize for the lack of information that was provided by Servicing. In order to stay within the ten day window to keep all six factor months, Ms. [redacted] would have to choose a due date of between the 29th to the eighth of every month. The current account due date is the 20th of every month. As it stands now the monthly installments for [redacted] are billing at $91.24 with two months in the billing cycle left. The Property policy [redacted] is currently billing monthly installments at $12.70. This amount is due May 20th however, to add back a factor month, Ms. [redacted] would need to choose a due date between the 29th and eighth (It would be April 29th to May 8th). The month billing would reduce to $74.58 for [redacted] and the Property policy would remain at $12.70. Please have the Member contact Jackie ###-###-#### or Servicing at ###-###-#### to adjust the due date. We are sorry that Ms. [redacted] has not received the level of service that was expected from Nationwide Insurance. We apologize for any inconvenience this may have caused Ms. [redacted]. If you require further assistance, please contact our Customer Relations Coordinator, Phillis H[redacted], at ###-###-#### or by email at h[redacted][email protected]. Sincerely, Jackie S[redacted] Sr. Analyst [redacted]@nationwide.com ###-###-#### Enclosures: Auto Application, Property Application
If Nationwide did not put all the legalese in your communications I probably would have seen the rate increase. Nothing further need be said. [redacted]
Thank you for forwarding the foregoing follow up complaint regarding the diminished value claim for Ms. [redacted] to our attention. [redacted] is a fully owned subsidiary of Nationwide Mutual Insurance Company (hereafter “[redacted]”).On 1/2/15 I had left a message for Ms. [redacted] to advise [redacted] of [redacted] Subaru had asked for additional time to provide me with documentation on the diminished value placed on the vehicle by the dealership. In the interim I received a letter from Ms. [redacted] dated 1/6/15 with information from another dealership [redacted] Subaru. I called Ms. [redacted] on 1/9/15 and left her a voicemail indicating I would contact [redacted] at [redacted] Subaru. Once I obtained additional information from him I would contact her to discuss further. I was able to discuss with Mr. [redacted] and he provided me with additional information which I reviewed with our consultant. Based on the information provided by the dealership we have increased our diminished value offer. On 1/16/15 contact was established with Ms. [redacted]. An offer for diminished value was presented in the amount of $7677.94 and was accepted by Ms. [redacted]. The settlement check for this amount was issued on 1/16/15. This matter is now resolved.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or via email at [redacted]@nationwide.com.Tel ###-###-####P.O. Box [redacted] Fax ###-###-####[redacted], PA 19438-9940www.[redacted]group.com
In response to Ronald O[redacted] and his position to only consider suborgation submitted by [redacted] for damages sustained. A dispute has been opened with the [redacted] Insurance Commissioner. The file is attached and [redacted] will contact Harleysville Insurance with related documentation. While speaking with an attorney, its disturbing to be treated like a criminal only to allow the insurer to profit at the expense of their insured. These repairs should have been considered upon initial inspection without involving state compliance or other litigation. Nationwide/Harleysville has presented Bad Faith since the claim was filed against their insured, who initally stated there was no insurance on their vehicle. Regards;
[redacted]
THEY STILL FAIL TO HONOR DATE OF CANCELLATION. IT APPEARS AS IF THEY CANNNOT READ AND COMPREHEND!
Regards, [redacted]
[redacted]Nationwide has agreed to refund the premiums that I have paid them, but that was two weeks ago. They have yet to respond since I sent them the necessary documentation can I get an update on the status of this claim. Please reply at [redacted] or at [redacted]. The Nationwide rep that assisted me in the process is Peter S[redacted] his contact number is [redacted] and his email is [redacted]
In regards to the collection amount due for the Auto policy:
· On December 22, 2014, a bill was sent to the customer and due on January 27, 2015 (see attached).
· Since a payment was...
not received, a Notice of Cancellation was sent on February 3, 2015, with a policy cancel date of February 20, 2015 (see attached). The amount on the notice was $981.91.
· The policy cancelled effective February 20, 2015, and a collection letter was sent to the cancelled member on February 27, 2015, informing them of an unpaid balance due after cancellation for the Auto policy. The amount on the notice was $1,098.97 (see attached).
· On June 4, 2015, the insured’s wife called in about the collection. She stated the policy was supposed to cancel in December of 2014, and that her husband had called to cancel, however there was no documentation on the policy or account about a call to cancel. However, there was a call by the wife to verify billing information on December 2, 2014. The member advised that they obtained other insurance with [redacted]. She was advised that if she could email a declarations page, we would be happy to backdate the cancellation.
· On June 4, 2015, a call was made to the insured but there was no answer, so a voicemail was left to have her call the Service Center back. The message stated that we received the declarations for [redacted], and it would take a couple days for the policy to adjust.
· Documentation shows calls were made to the insured on June 4, 2015, July 7, 2015 and July 9, 2015.
· Declarations were received and the policy was adjusted to cancel effective January 17, 2015, and the unearned premium in the amount of $352.40 was credited to the policy balance leaving a total balance due of $746.57. A voicemail was left on July 9, 2015 advising of the amount due.
We will not be able to remove the collection, because bills and notices were sent, and no payments were made toward the balance. Once the collection amount of $746.57 is paid in full, we will be happy to update Credit Control Services (CCS) regarding the adjustment and that payment was made so that the collection may be closed.
To arrange a payment, please contact our Customer Service Center at ###-###-####. Once a payment is made we will update Credit Control Services (CCS).
We hope that this satisfies your request. If you have any further questions or concerns, please contact State Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted].
Sincerely,
[redacted] – CSSS Customer Resolution and Response
Nationwide
###-###-####
[redacted]
Pursuant to our discussion on December 9th, Nationwide has an obligation to investigate the First and Third party claims deriving from this accident. As a Casualty Claims Manager, I am responsible for reviewing and providing direction as it relates to the Third party claim. As you are aware, our insured was operating a golf cart at the time of this loss when their was a collision between the golf cart and a parked automobile. The collision caused damage to golf cart as well as the automobile. As indicated in Tim Jones letter to your agency on November 24th, there will be no applicable coverage for damage to the golf cart. However, after further review, we have determined that we will extend liability coverage for this loss. This decision will supersede our prior decision regarding a denial of liability coverage. Furthermore, we have communicated our decision to the insurance carrier for the parked car. Should have any questions or wish to discuss the matter further, please feel free to contact me at ###-###-#### or [redacted]. Sincerely,
[redacted]
I feel this is not ethical business practice and they are taking advantage of the customer with this prior Ins. clause . It seems a company would be eager to insure a customer that hadn't cost them a penny and always payed in full and on time. I've taken this to my local TV station
Regards, [redacted]
Dear [redacted]Thank you for your recent inquiry regarding a complaint which you received from [redacted] As Claims Manager, I have reviewed our claim file and would like to address [redacted] If I do not provide the information you need for this matter, please do not hesitate to let me...
know. The concern regarding our settlement offer for the total loss of [redacted]’s vehicle, [redacted]’s vehicle, a 2013 Toyota Sienna, was identified as a total loss due to an accident on January 10, 2015. The following factors were considered in the total loss decision. The known repair costs of $4017.05 based on an estimate prepared by [redacted]. The vehicles actual cash value of $4499.00 and the salvage value of $1622.63. Our initial settlement offer was extended on January 28, 2015. We extended a revised offer on to [redacted] on February 2, 2015, for $4893.68. The current settlement is for the full actual cash value of the vehicle including payment for all applicable fees. Following is the settlement outline for that offer. Actual cash value: $4,499.00 Applicable tax: $314.93 Fee: $79.75Net Settlement: $32740.69 The actual cash value was based on a current local market survey, and took into consideration the vehicle’s mileage, options and overall condition at the time of the loss. We have reviewed facts of our current settlement and feel that the correct decision was made with respect to the total loss decision. We feel our current settlement offer for the actual cash value to be fair and reasonable Thank you for bringing this matter to our attention. If you should need additional information related to this matter please contact me.Sincerely, [redacted]###-###-####
I am in receipt of your correspondence dated March 11, 2015, addressed to the Office of Customer Advocacy, regarding [redacted]. I will be happy to respond to the concerns of our member.In her statement of the problem, [redacted] would like the premium owed waived due to the information received...
when requesting to cancel the auto policy.On February 6, 2015, a billing statement was sent showing the renewal payment and the prior term balance. This statement included the premium owed for adding a vehicle to the policy in January after the January bill was sent.On February 17, 2015, [redacted] contacted our service department and asked to cancel the auto policy effective February 19, 2015. At that point there was a prior term amount owed of $70.60, $10.00 late fee, $5.00 service fee and $15.12 for the two days beyond the due date. This was billed along with a second late fee making the new billed amount $110.72.[redacted] did ask how much would be owed after the cancellation and was informed that nothing would be due. This response was in error. We are clearing the balance owed due to this error and have provided feedback to our management team.I apologize for any inconvenience this may have caused.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call [redacted], Office of Customer Advocacy Complaint Coordinator at ###-###-#### or email her at [redacted]Sincerely,[redacted]Nationwide Insurance###-###-####[redacted]