Crowne Plaza Louisville Airport

Please allow this letter to serve as our response to Ms. [redacted]’s inquiry. Her inquiry specifically addresses concerns regarding the handling and settlement of the Nationwide property claim for Harrine [redacted].
 
I contacted Ms [redacted] on January 29, 2015.  I explained her insurance...

coverage to her and explained that I would be glad to assist her.  I apologized for any inconvenience in the handling of her claim. Her claim was incorrectly set up under her homeowners policy when in fact the loss would need to be handled under her auto policy.  I advised her that I would contact our call center to have the correct claim set up.  I contacted the call center and had a claim set up under her auto policy [redacted] which was assigned claim number [redacted] and assigned to our Fire Theft Unit.  I immediately contacted Ms [redacted] back and provided her with this information along with contact information for this unit. I also advised her that I had the incorrect claim filed under her homeowners policy disabled to show that there was no payment issued under the policy.  Since the auto claim was reported Ms. [redacted] has been contacted by the auto claims adjuster and a payment has been issued in accordance to her auto policy coverage.
 
Claims are handled exclusively by our claims associates and we apologize for any misunderstanding regarding the agent’s role regarding the claim and Ms. [redacted]’s contact attempts.
 
If any further follow up is necessary, please do not hesitate to contact me at the number listed below.

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]

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.

Dear Ms. [redacted]  This letter is in regards to above matter concerning the repairs done to Mr. and Mrs. [redacted]’s home. Mr. and Mrs. [redacted] filed a claim on January 18, 2016 after a water supply line burst in the ceiling. This burst supply line caused water damage to the...

structure and contents. When filing the claim, our member was offered emergency services to address any immediate mitigation needs. Mr. and Mrs. [redacted] accepted the emergency services and a mitigation contractor [redacted] was dispatched immediately. They were on-site January 18, 2016 starting mitigation efforts. Michael E[redacted] was assigned as the handling claims adjuster. Mr. E[redacted] made contact with Mr. and Mrs. [redacted] shortly after being assigned the claim.   Once the mitigation was complete, Mr. and Mrs. [redacted] agreed to have [redacted] complete the necessary insurance related repairs and signed a contract with [redacted]. The claims adjuster Michael E[redacted], wrote an estimate of repairs. Both Mr. and Mrs. [redacted] and [redacted] were provided copies of the estimate and the repairs were authorized to start. The scope of work was agreed to by all parties. [redacted] then worked with Mr. and Mrs. [redacted] on selections, and the repairs moved forward.  Mr. and Mrs. [redacted] contacted me with quality concerns and also has accused [redacted] of doing “shoddy” work. Nationwide Insurance Company provides a 5 year Limited Workmanship Guarantee on the estimated repairs completed by a program vendor, which [redacted] is. I inspected the home within days of getting my first call from Mrs. [redacted]. Mrs. [redacted] had several concerns which I have highlighted below and have provided you with what was done to rectify the reported issues. I inspected the home a second time after the member presented additional concerns and continued to work with [redacted] and Mr. and Mrs. [redacted] to bring their concerns to resolution.   Mrs. [redacted] accused [redacted] of damaging the stove. She believed that [redacted] caused dents on the stove when it was being moved. [redacted] was adamant that there were dents in this stove prior to the repair commencing. Mr. and Mrs. [redacted] purchased a stove that exceeded the agreed upon amount of $399.99 and Nationwide later agreed to pay the additional amount. [redacted] has agreed to replace the blinds in the front room or compensate the member for same. Mrs. [redacted]l advised that [redacted] damaged a lamp. [redacted] has agreed to repair or replace the lamp. Mrs. [redacted]l advised of various touch  ups that were necessary with the paint. [redacted] added this to a punch list and took care of this shortly after our first meeting. Mrs. [redacted]l was unhappy with the way some of the base trim looked. I had [redacted] correct some of these small areas. Several of the gaps noted can be contributed to the concrete foundation which is not 100% level. I inspected the flooring and thought that the flooring replacement looked quite good. Mrs. [redacted]l was not happy with one of the seams in the carpet. Mrs. [redacted]l also had concerns with the quality of carpet in one of the rooms. This is the carpet that Mrs. [redacted]l had selected and was like kind, and quality to what they had prior to the loss.  Mrs. [redacted]l advised that she was not happy with the cabinets and countertops that she had selected. I verified that the vendor installed exactly what they selected. The cabinet installation looked very good. Mr. and Mrs. [redacted]l approved the cabinets, finish, layout and the countertop.  I asked [redacted] that they contact their cabinet representative to come out and inspect the issues that Mr. and Mrs. [redacted]l have with some minor blemishes. The cabinet representative replaced a shelf and also provided [redacted] with an additional molding. This was an extra, and at no charge to the insured. Mr. and Mrs. [redacted]l have some concerns with some minor imperfections in the drywall. [redacted] is more than happy to address these and do the additional touch ups to the paint.  Mrs. [redacted]l has expressed concerns with the rear door closest at the point of origin. No damages or swelling of the wood were found to the door, after the mitigation was completed. Only paint was needed, due to discoloration. I discussed this with Mr. [redacted]l on my two visits and he agreed with me that the door functioned fine, and that it was just an older door.  Several of the issues noted by Mrs. [redacted]l have been taken into consideration and the appropriate actions/payments have been made accordingly. The repairs made by [redacted] were of quality work and Nationwide has made accommodations’ to assist Mr. and Mrs. [redacted]l through the process and will continue to work with them to ensure their satisfaction.  My review of the claim payments show that we have paid the loss properly. Mr. and Mrs. [redacted]l have not released all payments to [redacted] for services rendered.  Nationwide Insurance Company provides a 5 year Limited Workmanship Guarantee on the estimated repairs completed by [redacted] and will continue to address any workmanship issues as presented.  We have reached out to [redacted] regarding her current concerns.  We will be meeting with Ms. [redacted] at her residence on Thursday, January 26, 2017 in order to complete a supplemental inspection.  If you have any questions If you have any additional questions, please contact Customer Advocacy Coordinator Angela S[redacted] at ###-###-#### or [redacted]  Sincerely,  Stacey H[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]

From: Phillip Miller [mailto:[email protected]] Sent: Monday, January 26, 2015 3:09 PMTo: [email protected]: [email protected]: Revdex.com ID 10368536Catherine McLaughlin: In response to the message of 1/15/2015 from Nationwide Insurance. A new estimate was written to repair the damaged moldings on this vehicle due to loose fitting, scraped chrome and other defects withed from the initial estimate as a "Hold-Back." The estimate was mailed to "Patty Gedd" as the contact with Nationwide and there were several phone calls placed which did not get a response due to some holiday last Monday. I am still awaiting a response from Nationwide in regard to the additional repairs and other discrepancies in regard to this claim that insurance has refused to repair. Attached is a scan copy of the estimate written after Nationwide responded to this claim. Sincerely; 
[redacted]

Please see attached photo showing that there is no wrecked or inoperable auto in front of my home.  Thank you for your consideration.

I have received Ms. [redacted]’s response and would like to address her concerns.  Ms. [redacted] reached out to me directly last evening, and forwarded me numerous emails between her and the Nationwide claims adjuster. I reviewed the emails and advised Ms. [redacted] then, and will reiterate it now, that Nationwide cannot compensate her or her son for pain and suffering until her insurance carrier, [redacted] Insurance, pays the $2000 threshold for medical bills. If that is done, pursuant to Kansas state statute, Nationwide can then make an offer for her and her son’s pain and suffering. We contacted [redacted] today, on December 6, 2016, and they confirmed they have not paid any bills for either Ms. [redacted] or her son, so we we are unable to make an offer to Ms. [redacted] at this time.  We apologize for any initial confusion regarding a settlement and payment of medical bills.  However, as stated, we are unable to consider any injury settlement until the Kansas tort threshold has been met as per Kansas state statute. If you require further assistance, please contact our Customer Advocacy Coordinator, Claire S[redacted], at ###-###-#### or by email at [redacted]@nationwide.com.

Please allow this letter to serve as a response to the above captioned Revdex.comcomplaint filed by Mr. [redacted].Contrary to Mr. [redacted]'s response, his 2014 Nissan Pathfinder, with 46,989 miles, was not"brand new" at the time of inspection. As stated in my earlier response, a New York Statelicensed appraiser conducted the inspection. A subsequent inspection will also take place by Mr.[redacted]'s repair facility prior to repair. We will address any issues or additional damagediscovered by the repair facility. In addition, Mr. [redacted] also put in a diminished valueclaim that will be evaluated once the repair to his vehicle is completed.If you require further assistance, please contact our [redacted] Joey L[redacted]at ###-###-#### or by email at [redacted]Sincerely,Alan S[redacted]

We are in receipt of your correspondence dated April 25, 2017 addressed to [redacted] regarding[redacted]’s concern regarding the SmartRide program. I will be happy to respond to the concernsof Ms. [redacted] on her behalf.Policy [redacted] is a semi-annual personal automobile policy...

which incepted on October 1,2015 and most recently renewed on April 1, 2017. When Mrs. [redacted]’s 2016 Toyota Avalon wasadded to the policy on December 3, 2016 it was enrolled into the SmartRide program. The SmartRidedevice was installed in the vehicle on December 15, 2016.The normal period of time the device has to be installed is four months prior to renewal date. InMrs.[redacted]’s situation the device was installed 22 days prior to the Janurary 6th scoring date. TheSmartRide device would have needed to be installed by October 13,2016, in order to receive discounteffective at renewal date Apil 1st,2017. Since the device didn’t meet the time requirements,any eligiblediscount will apply to premium that renews on October 1st 2017.The SmartRide program provides personalized feedback to policyholders to help them make even saferdriver decisions. The SmartRide device doesn’t create dangerous driving situations. Mrs.[redacted]stated that she, will speed through yellow lights to prevent from getting a “hard brake penalty”. Thedevice is intended to document your driving habits and positively effect the way you drive.If you require further assistance please contact, Brandon C[redacted], at ###-###-#### or by email at[redacted].Sincerely,Jason M[redacted]

This is in response to [redacted] rejection of the Company’s March 16, 2017 resolution.The complainant is rejecting the prior response because we have not provided proof that the [redacted]Motor Vehicle Administration was notified that the accidents were not at fault. Nationwide Insurance doesnot report accidents to the Motor Vehicle Administration. The Motor Vehicle Administration has no record ofthese accidents. The Company does report accidents to LexisNexis. This is part of Ms. Lewis’ CLUE report.The Company has notified LexisNexis to add a not at fault indicator to the 09/11/15 and 11/03/16 accidents.The CLUE reported previously indicated that fault was not reported or unknown. LexisNexis will mail Ms.Lewis a notification once they complete the request. Ms. Lewis should have the confirmation within twoweeks.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted], at 614-435-0124 or by email at [redacted]Sincerely,Shari D[redacted]

I am in receipt of the Letter of Experience from [redacted]. 
 
Policy [redacted] has been voided effective July 29, 2014.
 
A full refund, of $969.60, was mailed to Ms. [redacted] on March 6, 2015.  Check [redacted] should be received within 3 to 5 business days.
 
If you have any further questions, please do not hesitate to contact me, at ###-###-####, ext. [redacted]
 
Sincerely,
 
 
Christina L[redacted]
[redacted]
Nationwide
###-###-####, ext. [redacted]
[redacted]

This
letter is in response to the inquiry received from your office on January 25,
The
Nationwide Affinity Member, reported a
claim for a mysterious disappearance of
their wedding ring set on November 29, The member was contacted on
November 29, and an investigation into the loss as well as the replacement
value of the wedding ring set was started
On
January 8, 2016, the investigation had been completed and the replacement cost
of the wedding ring set was supplied to Nationwide by Replacement Services, an
independent third party, who specializes in replacement jewelry for the
insurance industry as well as other clients
The
wedding ring set had been insured for $10,by the Nationwide MemberReplacement
Services had reviewed the original appraisal of the wedding ring set, and
advised Nationwide, they could replace the wedding ring set for $7,This
pricing was related to the Member, who disagreed with these findings
The
claim was escalated to a Claims Manager on January 8, The Claims Manager
spoke with the member and had the member forward several estimates they had
obtained on the replacement of the ring set, as well as requesting Replacement
Services speak with the Members jewelerThe Members, jeweler, agreed they
could replace the wedding ring set for the quote supplied by Replacement
ServicesA check was sent to the member on January 15, 2016, on the agreed
replacement cost with the Members Jeweler
On
January 19, 2016, The Director of the Property Team, spoke with the Nationwide
Member, and agreed to pay the balance of the original quote of the Member's
Jeweler, due to the fact the ring set was custom built by the jeweler for our
MemberThe Member agreed with this course of action A supplemental check was issued to the Member
on January 19, The checks issued to the Member are for the quoted
replacement price supplied by the Member's jeweler including tax, which total
$8,
We
regret the time it took to resolve our Member's claim, due to the investigation
as well as the research into the replacement of the wedding ring setThe
Member has been indemnified in whole for the replacement of their wedding ring
set, by the Jeweler of their choice as of this writing
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Brian
R[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  ]I am willing to pay the  $60.66 for January 1, 2017 through January 18, 2017. Let me know where to call to render the payment.  I usually made payments with a representative who provided a confirmation number and sent an email to [redacted]@gmail.com   I would like to expedite this promptly to avoid more stress.

his letter is in response to correspondence dated March 30, 2015.    Our company representatives have addressed Ms. [redacted]’ concerns multiple times.  Ms. [redacted] may not be satisfied with the information provided in our prior responses.  The company has directly and accurately responded to each inquiry and considers this matter closed. Sincerely,  
 
[redacted]  ###-###-####

Thank you for prompt respond to my complaint. [redacted] from Nationwide has some of the information correct but not all. Nationwide changed my premium many times between September 2014 and January 2015. I was quoted wrong from the day 1, but agent did tell me that quote may change a "little". Agent told me that if I get renters insurance the overall policy will be less expensive. She was aware that I live in the apartment building, not a house. We had a discussion if my car is in the garage or in the parking lot or street. She asked if I live downstairs or upstairs, etc.......Basically she knew that it was not a house. After my policy increased because of the agent's mistake I contacted Nationwide and said that I am not interested in the renters insurance and want to cancel it. I am attaching a letter that I sent to Nationwide. Per [redacted] I was still charged and responsible for the premium of that renters insurance till now. The calculations for the final payment are not correct. My regular monthly payment was calculated as $216.73, because I've replaced a car there was an additional payment of $61.56 for the month of December 12th through January 12 th, making a total monthly payment that I would be paying of $278.29. I understand that I would need to pay for the January 12th through January 20 th. I shouldn't be charged for the 20th because I've already purchased insurance from [redacted] ( attached). My final payment should be $61.59 plus $62.83   (278.29 /31x7 days), making it a total of $124.39. This is still incorrect because as [redacted] mentioned the adjusted policy was not corrected and I was charged for the renters insurance and I shouldn't.Why would Nationwide send me a warning notice of the January 22 nd payment for $340.93 after I contacted them and cancelled policy on January 20th, and why $340.93 ???I am very unhappy with Nationwide practices, luring customers to purchase insurance with attractive rates and later keep changing it. Agents need more training since every time I've called I got different responds and different email address to send required documents. I just hope that this is going to be over soon, and for sure will not recommend Nationwide to any of my friends. 
[redacted]

[redacted]
 
 
[redacted]
[redacted]  [redacted]
[redacted]
[redacted]  [redacted]
 
[redacted]  [redacted]
[redacted]
[redacted]  [redacted]
 
[redacted]
 
This letter is in...

response to the inquiry received from your office on October 28, 2014.
 
Our customer, [redacted], submitted a claim to Allied Property & Casualty Insurance Company on August 21, 2014 for the breakdown of her air conditioning unit.  Based on our investigation of this claim, we determined that the unit failed due to wear, tear and deterioration; the unit was reportedly 20 years old at the time of its failure.  The HVAC technician who inspected the unit for [redacted] advised that there were micro-leaks in the evaporator coil as the copper coil had rotted.  The technician also advised that the unit did not fail due to mechanical or electrical breakdown. 
 
On September 10, 2014, a letter was sent to [redacted] advising her of our coverage decision.
 
Subsequently, [redacted] advised that she believed she was mis-lead by her agent, [redacted], when she purchased the policy for her home in February 2012.  She advised that her agent stated the Equipment Breakdown Enhancement Endorsement (#######) was sold to her as an endorsement that would cover such losses as the breakdown of her air conditioning unit.  [redacted] advised that she dropped her home warranty policy as a result of the information provided by her agent.
 
We discussed [redacted]’s understanding of the Equipment Breakdown endorsement with her agent, [redacted].  He agreed that he was under the understanding that this endorsement would be comparable to a home warranty policy.
 
We advised [redacted] that we would be able to extend coverage for her loss if she would provide the name of her former home warranty policy company to us.  We advised that if the home warranty policy would have provided coverage for the replacement of the air conditioning unit, we would also provide such coverage.
 
[redacted] advised that she is unwilling to provide the requested information to us.
 
We have since requested that her agent attempt to obtain the information from her.  At this time, we are awaiting a response from [redacted] 
 
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. ##### or by email at [redacted]
 
Sincerely,
 
 
 
[redacted]
[redacted]
Western Claims Zone
Allied Property & Casualty Insurance Company
Phone: ###-###-####                                  
Email Address: [redacted]

1. [redacted] conveniently failed to mention that Nationwide representative confirmed that [redacted] said he did not see [redacted]'s car. [redacted] saw [redacted]'s car and she stopped, [redacted] failed to see [redacted]'s car and he backed into [redacted]'s car. According to [redacted], this shows [redacted]'s inattention, and as a result, she needs to be more than 50% responsible. This is exactly the kind of the dishonesty I'm complaining to Revdex.com about.2. [redacted] asserted that [redacted] has established control the aisle because he has backed out more. This is NOT true. He backed out more because he did not see [redacted]'s car and continued to back out until he caused an accident. [redacted] has indicated (in the document furnished to Nationwide and furnished by [redacted] to Revdex.com) to Nationwide that she backed out first, but stopped after seeing [redacted] started to back out aggressively. So it is [redacted]'s insured client who was inattentive (as he admitted). And instead of establishing right of aisle, he failed to see a stopped car with brake light on and continued to back into it, which is both inattentive and reckless. I completely reject [redacted]'s assertion that failing to see another car and driving into it is "establishing" right of way. Again, I feel compelled to write to Revdex.com to expose such unscrupulous behavior of Nationwide.3. The difference between [redacted] and his insured client is that [redacted] is an honest man, he admitted his fault by offering to pay [redacted] cash if the damage is not too great (Again, [redacted] conveniently forgot this). On the other hand, a supposed professional, [redacted] failed to explain why [redacted] did so if [redacted] believed at all that [redacted] should be responsible for the accident.  [redacted] called the police (who did not show up), [redacted] took a photo of [redacted]'s insurance card, while [redacted] did not ask for hers at all. This provides circumstantial evidence of liability of Nationwide's insured client.
Regards,
[redacted]

Thank you for your additional inquiry.  Nationwide Mutual Fire Insurance Company is dealing with the customer in a professional and courteous manner. At this time, the claim is still under investigation. We requested to meet with Ms. [redacted] on March 26, 2015, however she did not show. We are in the process of reaching out to her to attempt to reschedule so that we can complete our investigation.  We have explained to Ms. [redacted] our need to gather additional information to support her claim for any additional damages. This includes an inspection by an Electrical expert which we are attempting to schedule with Ms. [redacted].  At this time, we have made payment for all damages that have been confirmed.  No additional payments can be made until our investigation is completed.  We are requesting documentation in accordance with the terms and conditions of the insured’s policy.  We hope this will resolve all pending concerns. However, if you have any further questions feel free to contact me directly.  Sincerely,  Andrea B[redacted] Nationwide Mutual Fire Insurance Company ###-###-####   [redacted]

For policy number [redacted]:
·         The balance on the billing account for the Automobile policy as of November 13, 2014 equaled $1,263.17.
·         Nationwide sent a bill for $255.03 due by December 9, 2014....

This bill was removed and the account was re-billed for $213.53
·         On November 20, 2014, we received a payment of $213.53 leaving a total balance due of $1,049.64.
·         The policy cancelled short rate, effective December 9, 2014 as requested, and $869.67 was credited to the billing account for unearned premium leaving a balance due of $179.97.
The amount due is for insurance protection provided up until the December 9, 2014 cancellation, plus a short rate fee.  Short rate means you may cancel your policy on the policy renewal date without being charged any additional fee.  But, should you cancel after the renewal date; the premium charge will be on a short rate basis.  This means that we will retain premium for the days covered, plus a percentage figure charge for cancelling during the policy period.  Attached is a copy of page G2 of our policy jacket that explains cancellation. All rating plans are filed with the [redacted] Department of Insurance. 
 In regards to claim [redacted] with a date of loss on 11/18/2014, the claim is with our subrogation department and we are in the process of attempting to negotiate with the at fault carrier [redacted] to reimburse the damages including the policy holder's deductible of $500.00.  This accident was a disputed lane change and we are not sure that [redacted] is accepting responsibility for this.  If they accept responsibility and issue payment to us, we will then reimburse the deductible.  If they deny liability, then we will move this to our arbitration department to have the case heard in arbitration by an independent party.  We are not able to reimburse the deductible until we recover damages from [redacted].
 
Thank you for allowing us to respond to our customer’s concerns.
 
Sincerely,
 
[redacted]
###-###-####