Crowne Plaza Louisville Airport

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[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] dealership to address a number of concerns of [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 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, 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], Regulation 64 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.  In response to second complaint I will address items in sequence 18.[redacted]’s vehicle did sit idle outside shop due to weather conditions and shop needed to find room to bring his vehicle in.  The shop in good faith allowed [redacted] $280 or 7 days towards his rental car expense  ( this was done by reducing his deductible expense of $500  – the shop collected $220 ) .  There was an initial estimate prepared by our Nationwide Field Associate [redacted] for $7455.93.  At that point [redacted] decided to use our direct repair shop [redacted] and signed the repair authorization 1-9-2014.  I spoke to [redacted] and discussed we could put vehicle on lift to further assess the damages.  [redacted]  agreed to this and we both agreed to get suspension work done so we could move vehicle and check for mobility concerns. After this was completed, the shop and I explained to [redacted] there was no further transmission or structural damage concerns and his vehicle was repairable vs total loss.  Final repair bill at [redacted] is attached in prior complaint transmission.  I also attached a copy of the Market evaluation in that transmission along with repair authorization form. [redacted] believed his vehicle was a total loss which seems to be the customer concern moving along ( this does not support his reference to [redacted] Reg [redacted] as customer signed repair authorization at shop and vehicle was not totaled ).  I explained that we per state guidelines have to do a market evaluation based on comparable vehicles on average – we use CCC1 estimating systems to do this and this was the more accurate way to assess vehicle worth vs NADA , Kelly books.  His figure of $14000.00 I do not understand because we need to settle vehicles when they are totaled per real numbers – our vehicle worth evaluation $18566.14 ( If this vehicle was a total loss Nationwide would have to settle it per our supported settlement numbers not speculation ).  [redacted] at any time could have elected not to repair his vehicle by telling the repair shop where he signed a repair authorization to stop repairs.  He did not.  Nationwide has acted in accordance with [redacted] State guidelines on fair claim settlement in this case. [redacted] believed we should allow replacement of left front tire and shock absorber even though they were not damaged in the loss.  He stated they should be replaced in matched pairs.  I stated that makes sense, but his policy only allows for only physical damaged items from loss and he would be responsible paying for those left side parts if he chooses to do so. Per [redacted], Nationwide Representatives [redacted] and my discussion, we agreed to take vehicle to second assessment location [redacted].  Their assessment found one concern a noise in the left front hub.  Although it was questionable as loss related, Nationwide agreed to pay for this and did.  [redacted]s assessment stated that all repairs were done properly and that there were some maintenance concerns with vehicle ( brakes were worn  ).  After this assessment, [redacted] agreed to take his vehicle back to [redacted] for some cosmetic concerns and these concerns where taken care of.  [redacted]’s vehicle to date has been repaired properly and all know loss related items have been repaired per [redacted]’s final bill, several road tests and [redacted]s assessment. Reimbursement request for Vehicle loan and insurance payments are not covered expenses in this customer’s policy. They are preexisting obligations this customer had prior to loss.The Shop and Nationwide have paid for rental car expenses well above the policy provisions to assist this customer. We did not offer any more rental car assistance on this claim due to some of the delays were attributable to the customer.    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. Sincerely, 
 [redacted]Nationwide ###-###-####[redacted]

Dear Revdex.com,I have been in communication with the Local Nationwide Agency and we have resolved this issue and I was advised that another insurance company was involved.  Thank you for your assistance[redacted]

Thank you for the opportunity to respond to Mr. S[redacted]’s additional inquiry.We have addressed Mr. S[redacted]’s repair concerns; these matters have been resolved to Mr. S[redacted]’s satisfaction.We had a third party, independent appraiser inspect Mr. S[redacted]’s vehicle for his diminished value claim. The appraiser assessed Mr. S[redacted]’s diminished value loss to be $1,000.00. A copy of this report was emailed to Mr. S[redacted] on November 13, 2015. Mr. S[redacted] informed the claims associate that he would be willing to settle for $1,600.00. Nationwide as extended a final offer, $1,300.00; Mr. S[redacted] has rejected this. We will not be extending any additional diminished value offers.We trust this will resolve all pending concerns. However, if you should have any questions or wish to discuss the matter further, please feel free to call me.Sincerely,Paul G[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding the increase in premium due to an accident dated May 14, 2014. Ms. [redacted] was added as a driver on May 2, 2016, at that time, the Auto Loss History Report provided by Lexis Nexis to Nationwide indicated the fault...

of the loss dated May 14, 2014 as “unknown or unreported”.  Underwriting had requested a Letter of Experience (indicating fault in the accident) from Ms. [redacted] from her prior insurance carrier, in order to override the accident surcharge.  The information was not received therefore, the surcharge would be applied on the November 27, 2016 renewal.  Underwriting has received a corrected Auto Loss History Report on November 29, 2016, indicating the accident as Not at Fault, therefore the accident surcharge has been removed.  The agent’s office was also contacted for feedback on this case. Upon receiving the complaint, they immediately left cell phone messages with both [redacted] and [redacted]. [redacted] did return their call, and spoke directly with Associate Agent, [redacted]. During that conversation, there were apologizes of any misunderstanding over the dropped call. When [redacted] offered to assist [redacted] with changing agencies if she preferred, [redacted] indicated that she was sorry that the complaint had even been filed, and had done so in the "heat of the moment".  She also acknowledged all of the effort and steps that the agency had taken on their behalf, and was just happy that everything was getting resolved to her satisfaction.  If you have any further questions or concerns, please contact our Customer Advocacy Coordinator, Barb D[redacted] at ###-###-#### or email at [redacted]             Sincerely,  Kristin M[redacted]

I had put in a complaint last about Nationwide and my insurance bill. When I started my own policy with nationwide I had paid 180.00. When I received the bill for the following month it went up to 198.00. I called Nationwide to explain as to why the increase no one could tell me why. At this rate I had sent in a complaint with the Revdex.com. After it was disputed, my bill ended up being 134.00 for the remaining policy. The start of my new policy my bill was 188.00. I called Nationwide to explain to me as to where did the 50.00 increase come from. The representatives Michelle stated that there was a 30.00 increase because of the area I am in. She went on to state everyone has seen this increase. My mother also has been with Nationwide and has a policy with them, we live in the same household. She has not had an increase in her insurance. I asked her to send me in writing or where I can find this increase. I have not received it. It looks as if I have roadside assistance on my policy in which I never asked for. I have it through my dealership. By the end of the call I was quoted 168.00. When I received the email it stated 170.00. I would like to know in writing of the area in crease and why my mother has not seen it. Is this going to be an ongoing thing with my policy of a 30.00 increase? I wanted to know how it can increase so much from 134.00? I would also like documentation of that as well as, where the extra 5.00 is coming from for next month.Thank you[redacted]

Thank you for contacting Nationwide concerning Ms. [redacted]’s auto policy coverage and recent claim. Sarah S[redacted] from our Agency Support Unit has investigated the loss and has advised Ms. [redacted] of her findings. Notes on the policy, placed there by the agent on December 14, 2015, state that she...

wanted to remove comprehensive and collision from the vehicle on that date , and that she would contact the company at her renewal on January 16, 2016 if she wanted to add the coverage back. A declarations page was also sent to Ms. [redacted] on December 16, 2015 to confirm her coverage selection. Unfortunately there is no documentation indicating that she made the request to place that coverage back on the Nissan prior to the loss on January 16, 2016. As such, all of our documentation indicates that the coverage was removed per her request, and not in error. As there is no error at this time, we are not able to recommend that the coverage be placed on the 2007 Nissan for the underlying loss. On behalf of Nationwide, I apologize if the service she received didn't meet her expectations and for any inconvenience it may have caused.

For the auto policy, the original policy price is the amount I agreed to pay for and it is the main reason why I chose Nationwide instead of other companies. If any form they need me to sign, they should inform me before I sign the contract. It is not the right the way to do business like this to do something afterwards to intend charging more money for no matter what kind of reason. They mentioned that they contacted me several  times in June and July, however, I am trapped in the moving and settle down stuff during that period. Also I have to focus on my new job and fit in my new position ASAP at that time. I didn't received the mail they mentioned and I can't remember whether I have received phone call from them, if so, I should response right after that. In addition, they should mention they will increase my policy price if I didn't sign the form in any letter or email before they make the decision.  However I didn't see any words in any email or letter they sent to me mentioning the price change. Therefore it is clearly their fault to do business in this way and I refuse to pay anything beyond the original auto policy price.

[redacted] 
[redacted]
[redacted]
[redacted]
Hi this is the information I received from Nationwide...

Bank and I did all the work for them.When I called and spoke to [redacted] last Weds, I gave her the items in green to look up.  She never got back to me about these issues at all.  So here is all the info I have for you.

The reason I em sending these documents is to show the mistakes made by Nationwideand their local agents. Included is the original applicatlon (that I did not receive until May2015, when the policy was opened in December 2014). Once I received the applicatlonin May (when they asked me to sign and backdate it to Dec) I highlighted and correctederrors and concerns on the application and sent it back to them for review and the localagents never responded. I let them know I could not sign the application until the errorswere fixed which the agent refused to do and instead told me I can take my businesselsewhere. Also, I am sending the ilnception page that was attached to the responsethrough Nationwide. This document clearly shows the policy holder as [redacted] 'and the only Insured Driver as [redacted]. The car on the policy was my car, [redacted]
[redacted], with no one else listed on the title. I did eventually notice that error and callback to add myself as a driver. I am also sending former and current declaration pagesaddressed to my mother. These are the documents I was told I was supposed to reviewto make sure the agent did their job properly (my mother sometimes grabs her mail andnever opens it). My mother doesn't want anything to do with thls whole mess by the way.She is sickened by Nationwide and how they are treatlng their long term loyal .customers. Nationwide is saying the names on the policy were a "system errors", but yetto this day it still has not been fixed. I will also send a copy of proof of payment for therental car that was not covered because the agent never added it to my pollcy when Irequested it in December. I guess he was too busy maklng a million other mistakes.Another thing I was bothered by was the fact that rental car coverage is known as 'Lossof Use" with nationwide, Had I received the declarations and reviewed them I would notknow that insurance jargon anyway. That is not consumer friendly. As far as customerservice, most companies aim to make processes as easy, smooth, and painless aspossible for customers. Nationwide does not. Instead I was given homework, homeworkthat was never sent to me. Then I was faulted for it after it was given to me months laterand it was too late. The local agents never followed up to make sure they had thenecessary documents for the policy or to even see if I received them. Instead the localagent told me they must have gotten stuck in his outbox. What? Okay. My opinion isNationwide as a whole could use a serious tune up on their customer servicing. I wouldlike to mention one agent in particular that I was amazed how blunt and rude she was,[redacted], I'm not sure if I have the spelling correctly, but I believe she workedin agency support. She wasn't helpful by any means. Did not show any compassion orsympathy for a customer who had to go through a dispute after being in an accidentwhere the vehicle wes totaled. I am a single full time working mom of a 1 year old. Ireally do not have time for all of thls, but when I feel passionate about something andgetting my point across and my story heard than I will take the time out of my busy andsleepless llfe to do so. I feel like I have been done wrong by a company I have a longrelationship with and have been very loyal to. I am still insured by Nationwide through allof this and people think I'm crazy for not going to a competitor. I enjoy being withNationwide, but I do not at-all feel appreciated as a customer. This response iscompletely free written, no review, no logic behind it. I am just speaking what I feel andhow I feel. I'm pretty sure I will not get the desired outcome from all this which is ashame. I know someone within the company would agree with my story and do the rightthing it just takes the right person to hear it, and maybe it won't be heard. This wholeprocess has been extremely tiring and I am ready to be done with it. There may bethings I left out or documents included I did not explain so I apologize for that, and anygrammatical or spelling errors; I don't have time or energy to proof read back through.Thank you for your time,[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and after being an agent-less Nationwide customer for 17 years was provided Richard T[redacted] at ###-###-####. I spoke with Jackie today at Richard's office who is going to review my policy and communicate back with me. Feel free to close the complaint now that I have a local human to communicate with.
Regards,
[redacted]

When I was informed that my rate was going up, I cancelled. I don't see how any business can change a rate for something that was in the past. I was given a rate. I paid what was quoted. Nobody ever said I could possibly be charged more for previous months of service that were already paid for and service completed. There may be some technicallity where some Michigan guidlines say ou can do that, but I never agreed to it. I paid what was quoted to me, service was cancelled, end of story. You can not send a bill to a past customer claiming you didn't charge them enough for past service. That is flat out ridiculous. 
Regards,[redacted]

I do not accept this response as the last traffic violation I received was a conviction on 10/11/2012 for speeding. I have not received any violations for traffic light. My premium increased in 2013 which would be understandable for the violation. But no new violations were incurred between prior to my 2014 renewal.
Also the representative that informed a written cancellation notice was required to cancel my policy DID NOT explain the short rate cancelation procedure to me. If she had I would have wait until my next renewal to cancel my policy.
Regards,[redacted]

This letter is in response to [redacted]’s additional questions from 12/22/2014. In his statement [redacted] suggests that we valued his vehicle in a lesser condition due to viewing it after the loss. This is not the case as [redacted]’s van was valued in Average Private/Dealer Retail. There were not any deductions taken for the condition of the van.
CCC Valuescope was able to locate similar comparable vehicles which they used in researching the value of the 2002 Chevrolet van with the conversion package. The value did take into account all of the options that this vehicle had including body side moldings and the rear step bumper. The value add of these options is minimal due to the age of the vehicle but are considered within the overall value.
CCC Valuescope did review the comparables that [redacted] submitted along with their own comparables. When taking all of the comparables that were submitted into consideration there was not an increase in value. CCC Valuescope also conducted additional research by obtaining two dealer quotes. They contacted two dealerships in North Carolina and provided all of the totaled vehicles options, condition, mileage, etc. and were given two values. The first value was $5,700.00 and the second was $5,000.00. The offer that has already been extended to [redacted] was higher than the dealer quotes so we have continued to honor that.
To date I don’t see where a rental vehicle has been requested however Nationwide is more than happy to provide a rental for a reasonable amount of time. If [redacted] is interested in getting into a rental vehicle we would be more than happy to set that up for him. 
Sincerely,
[redacted]
[redacted]

Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy #[redacted]. (No, I actually called because I spoke with somebody prior to that day who gave me a quote for a policy in just my name, and she advised me that she would refer my quote to the local agent and provided me with contact info. Nationwide was advised I, [redacted], was the owner of the Cadillac the day it was added in 2012). We wrote a spinoff policy December 2, 2014 with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother [redacted]. The Application is in Docu Vault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2014. (This is not true. The application was sent to me for the first time in May 2015. I never received a copy of the application prior to that, definitely not in December 2014. When I spoke with [redacted] I asked him why I never receive it in December and he advised me “It must have got stuck in my outbox and was never sent” and that is verbatim. The policy was written correctly but sometimes we spinoff policy, the named insured while in processing at nationwide switches back to the named insured on the prior policy. (If this was the case then how come my name was left off the policy as a driver when it was rewritten or the “spinoff” was made? Because [redacted] was listed a policy holder AND the only driver on the policy until I had to call back to add myself) While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed application. Ms. [redacted] has still not signed the application to correct the named insured error. (This is because I cannot sign something I do not agree to, and Nationwide/[redacted] will not correct the errors). Our system reflects that on December 1, 2104 the policy was bound in [redacted]’s name. I have already mentioned this to Nationwide because we have seen this error before. Nationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy). (Is this spinoff policy mandatory when someone is leaving a parents policy or is this something that is done to make it easier for the agency to process and the reason I ask is because I requested my mother’s policy be cancelled (which she agreed to) and a NEW policy be opened in my name.) The address on both of these policies is the same. All Declaration Pages have been sent to the [redacted] address. I feel Ms. [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. (This is 100% true, there were several errors made by Mr. [redacted] and leaving rental coverage off was one of them. I feel he didn’t pay attention to my needs as a customer and instead made it easy for himself and completed the “spinoff”policy and matches coverage on my mother’s previous policy. When I asked for my own policy, a new policy, I asked for rental coverage.) We only need the signed application returned to us in order to place [redacted] as the named insured on the policy. (When I spoke with [redacted] he advised me that they would not cover my claim for my accident if I did not sign the application and practically begged me to sign the application and back-date the application to December 2nd 2014. I feel he did this to try to cover his own behind. Nationwide still covered my claim with no issue. When I asked him why the error had not been fixed since it was a system error and I actually and truly am the policy holder, he responded “I don’t know [redacted]”. At that time I was responded “well it seems like you don’t know much” the reason I responded that way was because none of my questions were being answered and I personally felt like I was being lied to and deceived in order for him to cover up his own mistakes. Ms. [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a 2004 Cadillac. She replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle. (No, the Audi did not replace the Cadillac, the Audi was added in addition to the Cadillac, and at this time I asked for Nationwide to match the coverage to my Cadillac because I was under the impressions that Mr. [redacted] had performed his job properly and added the appropriate coverage that I requested. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. (Correct, I did not have rental coverage previously on the Cadillac when the policy was in my mother’s name, but at the time of the “spinoff” when I asked for a new policy I requested rental coverage, so Mr. [redacted] is absolutely right. Rental coverage was not put on the new “spinoff” policy because Mr. [redacted] failed to do so after it was requested. There were never any notes or questions about rental coverage. (This is because all the notes are from Mr. [redacted] and he did not add what I requested and just processed a “spinoff’ and called it a night. I remember the day it was done because I was working the night shift, so it was later in the evening and he seemed to be in a rush because he wanted to get out of the office.) Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. (The coverage would not be listed because it was never added, and these Declarations were addressed to my mother, [redacted], there is no telling what she does with her mail.) No communication was made with our office after the conversation on December 1, 2014 when her spinoff policy was made effective. Ms. [redacted] has no documentation where she requested this coverage that I am aware of. (No, I do not have any documentation where I requested the coverage, how could I? Any documents that I have are from Nationwide or [redacted] Agency and they are full of errors. Also, I actually did have to call back but I did not speak with the local agency I spoke with Nationwide. I called them because I noticed the policy was in [redacted]’s name and I called to advise then of the error and they advised me because I was 22 or under and at the same address of my mother then they could just add me as a diver and I would be covered. The whole reason for me to switch the policy was because of the price. Prior I was paying around $150 a month, but when I was quoted for a policy in my name alone it was around $100. So, at the time I spoke with Nationwide to avoid further confusion and having to go through the quote process and having the policy rewritten again the agency and I agreed to leave it as is so long as I was covered. The agent wanted to make it “easy for me”. Had I known that this would have come back to bite me in the butt I would not have taken advice from a representative of the company, a skilled and trained Nationwide agent, and I would have had the error corrected.)

This letter is in response to the complaint received by the Company from your office regarding the cancellation of Auto policy [redacted]41 for Mr. [redacted]. The Auto policy was written with original effective dates of January 17, 2016 to January 17, 2017 and a full-term premium of...

$463.20.  The policy originally included a 2002 Mercury as the only insured vehicle and [redacted] as the only insured driver.  The policy was setup to be billed monthly to Mr. [redacted] by mail using the mailing address of [redacted].  Bills were sent starting on January 25, 2016 for an initial due date of February 17, 2016.  Monthly payments were received for February, March, April, May, June, July, August, September, October, and November. A 1998 Chevrolet pickup was added as a second vehicle effective September 20, 2016 as requested through the local independent Agency, [redacted].  This change added a pro-rated additional premium of $104.84 and increased the full-term premium to $787.50. A bill was sent by mail to Mr. [redacted] using the address on file on December 5, 2016 for an amount due of $75.64 and a due date of December 17, 2016.  This bill was delayed due to the November payment being received late on December 2, 2016 compared to the due date of November 17, 2016.  A notice of cancellation was sent to Mr. [redacted] by mail on December 21, 2016 due to payment not being received.  A separate notification was sent to the Agency electronically to advise of payment being past due.  The notice of cancellation requested a payment of at least $90.64, including a $15.00 late fee, and provided last day to accept payment of January 2, 2017 to prevent cancellation.  The notice advised that the Auto policy would cancel effective at 12:01 AM on January 3, 2017 if the payment was not received.  Due to the payment not being received, the Auto policy cancelled as advised on the notice of cancellation. The policy cancellation was not related to any claim, driving history, personal background, or any reason other than non-payment of premium.  A remaining balance of $55.41 was due after cancellation to pay for coverage provided up to January 3, 2017.  No refund or reimbursement can be sent as premium was due for coverage provided up to the effective date of cancellation. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D[redacted], at ###-###-#### or by email at [redacted] Sincerely,  Joel F[redacted]

I am rejecting this response for many reasons.  First, Mr. [redacted] was one of the representatives of Nationwide who refused to communicate with me in a timely manner.  He told me I could speak with him on 8/24/2015, yet he never made himself available.  He also went 48 hr without responding to written communication.  His actions have been unprofessional, and to the extent of brushing me off.  He has not once even taken a moment to consider any facts I have sent over, nor has he ever explained the position of Nationwide.
On many occasions, I asked (in writing) to get an explanation, and detail, of how the $618 was figured.  I was refused at every turn.  I am fully aware that Nationwide uses a formula called 17C to calculate diminished value.  This is only an acceptable formula for the State of Georgia (based on a court case in Georgia) and has zero legal standing under Texas law.  This formula is not acceptable outside Georgia, yet Nationwide still uses it for all cases.  I explained this to Nationwide, yet they ignored my e-mails.  On the other hand I did provide real world proof of the diminished value.  When I was forced to trade in my vehicle I was only given $8500 for it.  I provided documentation to Nationwide that shows my trade in value (without any accidents on the carfax) was valued at $10,333.  (per Kelly blue book).  The retail price for the same exact make and model is $11,900. This information was also sent to Nationwide.  They refused to even acknowledge these REAL WORLD data and facts.  The information I provided is the market for the exact make and model of my car, yet they choose to value my car with a made up formula (that they still have refused to show me in detail), and that has no legal standing in Texas.  I believe any response from Mr. [redacted] is unacceptable since his actions, along with his subordinate, is what prompted this complaint in the first place.   I feel someone other than he should be responding since he has already shown his unwillingness to accept the data (without explanation) I have sent in.
Mr. [redacted]'s response to this complaint is the same canned response he has provided me when ever I confronted him on facts and specifics.   As a matter of fact, Nationwide took it upon themselves to send a check for $618 to [redacted] leasing even though I was still trying to work this matter through.  This is blatant proof they have had zero respect for my side of the facts, nor did they ever have the intention of making me whole.  Fact is I was placed into a negative financial situation because of the actions of their insured, and they refuse to make me whole.

This letter is in response to your inquiry dated November 14, 2016.Mr. [redacted] has expressed concerns regarding his auto policy premium. The policy was bound with theexpectation that the August 01, 2016 to February 01, 2017 term premium would be $629.80.However, the policy processed with a term...

premium of $687.90 which was $58.10 higher than thequoted premium. Mr. [redacted] did attempt to resolve this issue with Nationwide before filing thiscomplaint.There are procedures in place to help resolve premium issues. Our review of the policy hasdetermined the current premium of $687.90 is correct. There were no defects or missing informationthat contributed to the higher premium. As Mr. [redacted] was quoted $629.80 when the policy wasbound, this premium will be honored for this term.A $58.10 credit was placed on the policy on November 07, 2016 to honor the quoted premium of$629.80 for one term. Mr. [redacted] has been informed the term premium is being honored and thatremaining bills would be lowered. There are two bills left in the policy term which have been adjustedto $108.53 each, barring any premium bearing changes.Mr. [redacted] also states that Nationwide did not make contact to resolve this issue. Nationwide is abusiness whose future depends upon the satisfaction of our customers. We strive to provide ourcustomers with the highest quality of service. We apologize if the level of service Mr. [redacted] hasreceived did not meet his expectations. We continually work to improve our ability to avoid issues likethis in the future.If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D[redacted],at ###-###-#### or by email at [redacted]@nationwide.com.Sincerely,Gregory A. G[redacted]Sr. Analyst###-###-####[redacted]@nationwide.com

Dear [redacted],In response to Nationwide let me say I refused to speak to agent Hugh G[redacted] since I had spoken to him many times regarding my large increases in premium and he always assure me I was getting the most for my Premium.I now know this wasn't true. He was taking care of his commissions, not me. I called Customer Service twice to ask for my Insurance score that they based Premium on and both times they refused to give it to me. My last bill was for $840.40 not $835.59 as they state.I now get many more benefits for $581.60 less per year. I see a problem with this.Sincerely,[redacted]

Dear [redacted]
 
This letter is in response to the inquiry received from your office on February 11, 2015. The inquiry was routed to my attention for response as I supervise [redacted] the claims associate assigned to this claim.
 
 [redacted] stated in his...

complaint that we have not reimbursed him for mileage, tolls incurred for treatment visits, and lost time from work. He further stated he requested a Qualified Medical Examination and was denied and that we are “stalling” the settlement of his claim. [redacted] is requesting $1,136.00 for his mileage and tolls reimbursement and $9,060.00 in lost wages.
 
This claim was reported to us on September 26, 2013. Based on the statements we obtained from both drivers, pictures and estimates of damages to both vehicles, and an accident reconstruction report, this was a very minor accident where a healthy adult would not likely sustain an injury from this type of accident.
 
The current medical records for [redacted] and the information we have obtained to date does not support his claim against our insured. A fair and reasonable settlement offer was extended to [redacted] in October of 2013. This offer was rejected and [redacted] continued to treat with his chiropractor. A subsequent offer was extended to [redacted] in June 2014, which has also been rejected. We believe that we have made a fair and reasonable offer based on the information that we have gathered to date.
 
We regret that [redacted] does not agree with our evaluation. If there is additional information that he has not provided we will gladly review it.
 
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]
 
Sincerely,
 
[redacted]
AMCO Insurance Company
Phone: ###-###-####
Email Address: [redacted]