[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.
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 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.
Thank you for the second follow up inquiry regarding a Revdex.com complaint received from [redacted]. As Material Damage Claims Manager, I would like to address the issues brought forth by Mr. [redacted]. Nationwide has paid for repairs to all proven and related damages to Mr. [redacted]’s vehicle. Impact to the [redacted] vehicle occurred to the rear of the vehicle. Relying on his own words, Mr. [redacted]’s dealership of choice advised him the claimed damages to the turbo, could not be related to the loss. As always, Nationwide would evaluate any new information to support relativity to damages not included and paid in this claim. Presently, Nationwide considers the repairs for related damage to have been completed. With regards to the pending diminished value complaint, Nationwide has paid an undisputed amount ($618.00) of diminished value to the owner of the vehicle, [redacted] leasing. Mr. [redacted], the lessor, believes the value is higher. If it is understood correctly in his follow up correspondence, Mr. [redacted] has reduced his demand from $3000.00 to $1809.00 and now requests and additional $1191.00 ($1809.00-$618.00=$1191.00). Nationwide does not agree with Mr. [redacted]'s method of calculating diminished value. As previously promised in an attempt to resolve our impasse, at our expense Nationwide sought the opinion of an outside party to provide the parties with another opinion as to the diminished value of the vehicle. The appraiser, [redacted] Appraisal Services, has determined the diminished value of the [redacted] to be $1554.00. In good faith, Nationwide will honor this appraisal and issue a claims payment for an additional $936.00 to resolve this matter ($618.00 plus $936.00 for a total of $1554.00) in exchange for a complete release from Mr. [redacted] and [redacted] Leasing. If you have any additional questions please do not hesitate to contact me.
[redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy
number ###### for S[redacted] and to address her concerns about the policy.
As stated in my prior response, if check payments were submitted to our company and
have cleared, we would require a copy of the front and back of each check used for
payment to confirm they were issued and were deposited by our representative as no
record exist that these payments were applied to her policy. Any expense that [redacted] would accrue to obtain this information would be her responsibility. The copy of the check back provided to us on 11/4/2014 is for the $36.00 received on 6/4/2013 and applied to [redacted]’s policy effective 6/12/2013. If further check copies can be provided, further research can be completed.
I trust that I have addressed the issues within [redacted]’s complaint. If I can be of
further assistance, please contact me at ###-###-####.
Sincerely,
[redacted]
[redacted]
We regret that you needed to reach out to other sources
beyond Nationwide to request assistance with 2 pending items that are related
to your September 10, 2015 auto loss that occurred in [redacted], PA.
As per your communication to the Ohio Revdex.com,
I understand that you are upset with the fact that you have not been
reimbursed, to date for $585.90 in out of pocket rental expenses that you
incurred as a result of requiring a temporary replacement vehicle while your
first party collision claim was processed by Nationwide. In addition, you
indicated that you are also owed for four days of lost earnings as a result of
missing several work days due to injuries you sustained in the accident.
As you are aware, Nationwide has issued settlement to you
for the total loss settlement to your vehicle under the 1st party collision
coverage, paid $750 to [redacted] as covered by your 1st party rental and
$1540.87 in 1st party medical payments towards medical providers in which you
received loss related treatment.
The outstanding items that you noted in your Revdex.com
communication, lost earnings and outstanding rental expense balance, are both
items that are not reimbursable under any 1st party coverage remaining on your
auto policy. Specifically, any rental expense outstanding, that was above your
rental coverage, would need to be presented to [redacted] as a
third party out of pocket claim. Be advised that Nationwide Insurance has
provided the claim representative, Erika K[redacted], with a copy of the [redacted]
rental invoice and requested numerous times, that they process a reimbursement
to you for this out of pocket expense. Nationwide Recovery Representative, Lisa
W[redacted], as a courtesy, has also attempted several follow up calls to [redacted]
to advise that you are still owed reimbursement for these out of pocket rental
expenses that were above the rental coverage available on your auto policy.
In addition, with regards to your lost time from work
after the accident, be advised that during the processing of your 1st party
medical claim that your employer noted that you had missed time from work on
9/10/15 and 9/11/15. The doctor’s disability note had excused you from work
9/10/15 through 9/13/15 with a return to work date of 9/14/15. The wage loss
coverage available on your auto policy has a five day wait period. Therefore,
wage loss is reimbursed beginning with the 6th day lost from work. The first
five days are not compensable under wage loss coverage. In light of this we
could not reimburse you for any lost wages under your 1st party auto coverage.
In order for Nationwide to pursue another company for
reimbursement of any benefits that we paid there must exist subrogation
potential. Pennsylvania does not permit these types of claims for Medical and
wage loss claims. Since you had lost no days from work that are compensable
under your wage loss coverage these lost work days would be considered an out
of pocket loss, similar to the out of pocket expenses incurred for a rental
vehicle.
These 2 outstanding items, your out of pocket rental and
lost wages, would be part of your claim against the at fault party, insured
through [redacted].
We cannot pursue the other carrier to attempt to recover
your out of pocket expenses or loss as this would put us in the position as
your representative in your claim
against the other party, such as an attorney would do. Know that we are not
permitted to represent you in that fashion.
Your outstanding out of pocket items would need to be
processed as a third party action against [redacted] Company.
As previously noted, [redacted] Company previously received a
copy of the [redacted] rental car invoice which highlighted your $585.90 out of
pocket payment. In addition, [redacted] should accept and
process any 3rd party lost wages claim that you present to the claim
representative, Erica K[redacted].
Here is additional contact information for [redacted], if needed.
[redacted]
(B) ###-###-#### - Erika K[redacted]
Sincerely,
Andrew W[redacted]
Claims Manger
Nationwide
###-###-####
[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 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
This letter is a follow up response to the complaint filed with your agency by [redacted] regarding her auto policy cancellation refund and bank fees incurred.
[redacted] is asking us to reimburse her bank fee for cashing a refund check that a stop payment was placed on. [redacted] was informed not to cash the refund that was issued regular mail to her PO Box. She was informed to cash the UPS refund that she would receive at her home physical address. [redacted] cashed the mailed check causing her to receive the $12.00 service charge because of a stop pay that was placed on that check.
Our records verify the overnight UPS refund of $207.26 has now been cashed by [redacted] on October 17, 2014. However, due to the confusion, we have also issued a refund of the $12.00 for reimbursement of the bank fees.
The $12.00 refund check should reach [redacted] in 7 – 10 business days. We apologize for any inconvenience. If further assistance is needed in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, ext. #####, direct at ###-###-####, or by email at [redacted]
Sincerely,
[redacted]
[redacted]
Nationwide Affinity Insurance Company of America
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]
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
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]
Thank you for the response. While I do understand the banks procedure on holding my funds for 10days. I am still quite upset that I was never notified that my account would be closed until my paycheck was held. this place me in a very tight spot to be without a paycheck for 10days.
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]
as the information indicates the insurer arbitrarily decided to send notices to the garage get location rather than the billing location. There is a reason for providing vendors with billing addresses, it is to assure bills get paid. You can also see that payments were made each month. There was not one moth where a payment was not made. Although there was some confusion generated by a rate change which was not indicated and billings of different amounts, payments were made each month as acknowledged by the insurer and evidenced by the documents. Clearly there was absolutely no rationale for cancelling the insurance and placing the insured in jeopardy of liability and violation of law due to cancelation of insurance.
Regards,
[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]
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 is in response to your additional inquiry dated February 2, 2017, regarding [redacted].Ms. [redacted] spoke with her local agent, [redacted]. I spoke again to Agent [redacted] regardingthe policyholder’s request for GAP coverage. Agent [redacted], at no time, informedthe policyholder her loan would be paid in full. An agent would have no way of knowing what amember’s loan value would be when adding GAP coverage. Therefore, we would not make astatement saying the loan would be paid off.Ms. [redacted] also received a copy of the Declaration page for the GAP coverage. This outlinesthe coverage and does state “We will not pay more than 25% of the actual cash value of yourauto as determined by us at the time of the total loss”.If you require further assistance, please contact our Customer Relations Coordinator, DawnHolt, at ###-###-#### or by email at [redacted]Sincerely,James [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.
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]
[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.
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 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.
Thank you for the second follow up inquiry regarding a Revdex.com complaint received from [redacted]. As Material Damage Claims Manager, I would like to address the issues brought forth by Mr. [redacted]. Nationwide has paid for repairs to all proven and related damages to Mr. [redacted]’s vehicle. Impact to the [redacted] vehicle occurred to the rear of the vehicle. Relying on his own words, Mr. [redacted]’s dealership of choice advised him the claimed damages to the turbo, could not be related to the loss. As always, Nationwide would evaluate any new information to support relativity to damages not included and paid in this claim. Presently, Nationwide considers the repairs for related damage to have been completed. With regards to the pending diminished value complaint, Nationwide has paid an undisputed amount ($618.00) of diminished value to the owner of the vehicle, [redacted] leasing. Mr. [redacted], the lessor, believes the value is higher. If it is understood correctly in his follow up correspondence, Mr. [redacted] has reduced his demand from $3000.00 to $1809.00 and now requests and additional $1191.00 ($1809.00-$618.00=$1191.00). Nationwide does not agree with Mr. [redacted]'s method of calculating diminished value. As previously promised in an attempt to resolve our impasse, at our expense Nationwide sought the opinion of an outside party to provide the parties with another opinion as to the diminished value of the vehicle. The appraiser, [redacted] Appraisal Services, has determined the diminished value of the [redacted] to be $1554.00. In good faith, Nationwide will honor this appraisal and issue a claims payment for an additional $936.00 to resolve this matter ($618.00 plus $936.00 for a total of $1554.00) in exchange for a complete release from Mr. [redacted] and [redacted] Leasing. If you have any additional questions please do not hesitate to contact me.
[redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy
number ###### for S[redacted] and to address her concerns about the policy.
As stated in my prior response, if check payments were submitted to our company and
have cleared, we would require a copy of the front and back of each check used for
payment to confirm they were issued and were deposited by our representative as no
record exist that these payments were applied to her policy. Any expense that [redacted] would accrue to obtain this information would be her responsibility. The copy of the check back provided to us on 11/4/2014 is for the $36.00 received on 6/4/2013 and applied to [redacted]’s policy effective 6/12/2013. If further check copies can be provided, further research can be completed.
I trust that I have addressed the issues within [redacted]’s complaint. If I can be of
further assistance, please contact me at ###-###-####.
Sincerely,
[redacted]
[redacted]
March
14, 2016
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[redacted]
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[redacted] [redacted] [redacted]...
[redacted] [redacted] ...⇄ [redacted] [redacted] [redacted] ...⇄ /> *
Dear
[redacted],
We regret that you needed to reach out to other sources
beyond Nationwide to request assistance with 2 pending items that are related
to your September 10, 2015 auto loss that occurred in [redacted], PA.
As per your communication to the Ohio Revdex.com,
I understand that you are upset with the fact that you have not been
reimbursed, to date for $585.90 in out of pocket rental expenses that you
incurred as a result of requiring a temporary replacement vehicle while your
first party collision claim was processed by Nationwide. In addition, you
indicated that you are also owed for four days of lost earnings as a result of
missing several work days due to injuries you sustained in the accident.
As you are aware, Nationwide has issued settlement to you
for the total loss settlement to your vehicle under the 1st party collision
coverage, paid $750 to [redacted] as covered by your 1st party rental and
$1540.87 in 1st party medical payments towards medical providers in which you
received loss related treatment.
The outstanding items that you noted in your Revdex.com
communication, lost earnings and outstanding rental expense balance, are both
items that are not reimbursable under any 1st party coverage remaining on your
auto policy. Specifically, any rental expense outstanding, that was above your
rental coverage, would need to be presented to [redacted] as a
third party out of pocket claim. Be advised that Nationwide Insurance has
provided the claim representative, Erika K[redacted], with a copy of the [redacted]
rental invoice and requested numerous times, that they process a reimbursement
to you for this out of pocket expense. Nationwide Recovery Representative, Lisa
W[redacted], as a courtesy, has also attempted several follow up calls to [redacted]
to advise that you are still owed reimbursement for these out of pocket rental
expenses that were above the rental coverage available on your auto policy.
In addition, with regards to your lost time from work
after the accident, be advised that during the processing of your 1st party
medical claim that your employer noted that you had missed time from work on
9/10/15 and 9/11/15. The doctor’s disability note had excused you from work
9/10/15 through 9/13/15 with a return to work date of 9/14/15. The wage loss
coverage available on your auto policy has a five day wait period. Therefore,
wage loss is reimbursed beginning with the 6th day lost from work. The first
five days are not compensable under wage loss coverage. In light of this we
could not reimburse you for any lost wages under your 1st party auto coverage.
In order for Nationwide to pursue another company for
reimbursement of any benefits that we paid there must exist subrogation
potential. Pennsylvania does not permit these types of claims for Medical and
wage loss claims. Since you had lost no days from work that are compensable
under your wage loss coverage these lost work days would be considered an out
of pocket loss, similar to the out of pocket expenses incurred for a rental
vehicle.
These 2 outstanding items, your out of pocket rental and
lost wages, would be part of your claim against the at fault party, insured
through [redacted].
We cannot pursue the other carrier to attempt to recover
your out of pocket expenses or loss as this would put us in the position as
your representative in your claim
against the other party, such as an attorney would do. Know that we are not
permitted to represent you in that fashion.
Your outstanding out of pocket items would need to be
processed as a third party action against [redacted] Company.
As previously noted, [redacted] Company previously received a
copy of the [redacted] rental car invoice which highlighted your $585.90 out of
pocket payment. In addition, [redacted] should accept and
process any 3rd party lost wages claim that you present to the claim
representative, Erica K[redacted].
Here is additional contact information for [redacted], if needed.
[redacted]
(B) ###-###-#### - Erika K[redacted]
Sincerely,
Andrew W[redacted]
Claims Manger
Nationwide
###-###-####
[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 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
This letter is a follow up response to the complaint filed with your agency by [redacted] regarding her auto policy cancellation refund and bank fees incurred.
[redacted] is asking us to reimburse her bank fee for cashing a refund check that a stop payment was placed on. [redacted] was informed not to cash the refund that was issued regular mail to her PO Box. She was informed to cash the UPS refund that she would receive at her home physical address. [redacted] cashed the mailed check causing her to receive the $12.00 service charge because of a stop pay that was placed on that check.
Our records verify the overnight UPS refund of $207.26 has now been cashed by [redacted] on October 17, 2014. However, due to the confusion, we have also issued a refund of the $12.00 for reimbursement of the bank fees.
The $12.00 refund check should reach [redacted] in 7 – 10 business days. We apologize for any inconvenience. If further assistance is needed in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, ext. #####, direct at ###-###-####, or by email at [redacted]
Sincerely,
[redacted]
[redacted]
Nationwide Affinity Insurance Company of America
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]
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
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]
Thank you for the response. While I do understand the banks procedure on holding my funds for 10days. I am still quite upset that I was never notified that my account would be closed until my paycheck was held. this place me in a very tight spot to be without a paycheck for 10days.
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]
as the information indicates the insurer arbitrarily decided to send notices to the garage get location rather than the billing location. There is a reason for providing vendors with billing addresses, it is to assure bills get paid. You can also see that payments were made each month. There was not one moth where a payment was not made. Although there was some confusion generated by a rate change which was not indicated and billings of different amounts, payments were made each month as acknowledged by the insurer and evidenced by the documents. Clearly there was absolutely no rationale for cancelling the insurance and placing the insured in jeopardy of liability and violation of law due to cancelation of insurance.
Regards,
[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]
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 is in response to your additional inquiry dated February 2, 2017, regarding [redacted].Ms. [redacted] spoke with her local agent, [redacted]. I spoke again to Agent [redacted] regardingthe policyholder’s request for GAP coverage. Agent [redacted], at no time, informedthe policyholder her loan would be paid in full. An agent would have no way of knowing what amember’s loan value would be when adding GAP coverage. Therefore, we would not make astatement saying the loan would be paid off.Ms. [redacted] also received a copy of the Declaration page for the GAP coverage. This outlinesthe coverage and does state “We will not pay more than 25% of the actual cash value of yourauto as determined by us at the time of the total loss”.If you require further assistance, please contact our Customer Relations Coordinator, DawnHolt, at ###-###-#### or by email at [redacted]Sincerely,James [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.
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]