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]
1 I live 3 miles from golf course. [redacted] is a golf cart community. When you live in [redacted] home, golf cart is covered3. I have spoken with other local agent. Every agent states golf cart is considered a property if you live in [redacted].4. I request Nationwide to speak with local agents( [redacted] for example)
Regards,
[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.
per my employeer- payroll department the money taken out of my paroll check has done been sent to the vendor three weeks ago. Perhaps the money was applied to the incorrect account, as I mentioned within my compliant, I had received a slew of e-mails with different pets/pet names and my name was attached to each, it was a concern then and even more so now. I am totally aware of the two polices, the first should had been cancelled in November, but was not.
Regards, [redacted]
I am in receipt of your email to Nationwide dated August 18, 2015.
I am providing you with the following information:
· Cancellation Request Form
Mr. [redacted] started a quote online on June 29, 2015 and...
requested to be contacted. Our agent, Andrea A[redacted], contacted him to review the quote he started. Once the rate was finalized, Mr. [redacted] requested to start the policy. The agent set up the policy per Mr. [redacted]’s request. There is no requirement for a customer to e-sign or sign an application upfront to start the policy. This information would be emailed or mailed to member after the policy was set up. Mr. [redacted] was advised of this process.
Ms. A[redacted] received an email from Mr. [redacted] on July 8, 2015 at 7:18 PM. The email advised that he was maintaining his current insurance and requested to cancel his Nationwide policy. The agent responded to Mr. [redacted] on July 8, 2015, at 7:31 PM and advised we would need a signed cancellation form in order to complete his request. The agent advised the form would be sent via email within 3-5 business days and he could sign the form electronically. The agent let the member know to please contact her with any additional questions. She did not receive any additional correspondence from Mr. [redacted].
Review of our DocuSign system found the required Cancellation Request Form was emailed to Mr. [redacted], at [redacted], on July 8, 2015, at 8:36 PM. Unfortunately, the form was not reviewed or signed by Mr. [redacted]; therefore, the form was voided on July 17, 2015, due to no activity and policy [redacted] remained active.
Enclosed you will find the required Cancellation Request Form dated July 22, 2015. Once Mr. [redacted] signs, dates, and returns the form to Nationwide, policy [redacted] will be voided effective July 22, 2015, and a refund of $941.46 will be mailed to the address on file.
If you have any further questions feel free to contact me.
Even though I received notice of these needed items, I spoke with customer service and told them that the undisclosed driver did not live in my home. I don't even know who that man is. That was dismissed from the information needed, or at least that is what I was told. I also told the associates that if I didn't not provide the correct information to get back with me so that I can find the correct paperwork. Every single person FAILED to get back with me, I did not know that the information that was sent was not valid until after my insurance was canceled. Then I was told by just about everyone that if I paid on my policy that my insurance was not going to be canceled. I specifically said that I didn't want to pay on a policy that was going to cancel anyway. EVERYONE FAILED at giving me the correct information. I will like my money back not all just my last payment of 125 dollars. I will not just settle for 50 dollars. I was done totally wrong, everyone ignored me, I called in to many times and was lied to EVERY SINGLE TIME!
Regards,
[redacted]
Dear Revdex.com: Thank you for your letter dated October 13, 2015 regarding the concerns raised by [redacted] on behalf of La Casa de Don Pedro. This commercial general liability claim was received by [redacted] of [redacted] claims office on July 6,...
2015. Our insured, Priority Mechanical, was hired by La Casa de Don Pedro to install a new furnace at the home of [redacted]. This installation was completed in December 2014. The claim allegation is that our insured’s furnace install caused Ms. [redacted] central air conditioning to no longer work. This letter details the months of continued attempts to reach our insured via US mail, email, and telephone, with no success or response. Below is our timeline of these attempts and our investigation. July 6 Telephone attempts were made to reach both our insured and La Casa, the same day the claim was received. July 7 Telephone attempts were made to both our insured and La Casa. Contact with our insured was also attempted through email. July 8 Telephone contact was made with [redacted] with La Casa de Don Pedro. She was able to provide a statement detailing the work that was requested of our insured in December 2014, and the specifics of the contract between La Casa de Don Pedro and our insured, Priority Mechanical. Ms. [redacted] alleged that our insured’s furnace install in December 2014 was related to and caused the homeowner’s air conditioner to not work in May 2015. Ms. [redacted] was unable to provide any specifics as to this allegation and correlation. We requested (and followed up with an email) that Ms. [redacted] send us photos of the homeowner’s furnace and air conditioner system and setup, as well as the contract with our insured, Priority Mechanical and La Casa de Don Pedro. The homeowner’s contact information was also requested and provided. On that same day, the homeowner, Altagracia [redacted], was contacted and we obtained her statement to verify the facts of this loss and the allegations against our insured. Ms. [redacted] did not know why her air conditioner was not working. July 20 Continued attempts were made to contact the insured by telephone and email. A letter was also sent by US mail in an attempt to reach the insured. As the contact information on record was proving to be unsuccessful, internet searches were conducted. Additionally, a voicemail message was left for the insured’s insurance agent to obtain additional or correct contact information. Contact was made with the homeowner, [redacted], to request the opportunity to send an appraiser to inspect her heating/cooling system to determine what was wrong with it. She confirmed it had not yet been repaired. We also advised Ms. [redacted] on the current status of the claim, which included our need for our insured’s statement and to verify what caused her air conditioner failure and if our insured was liable for this. A follow up email was sent to Ms. [redacted] for the photos and contract that was previously requested. July 21 Pictures were received via email from La Casa de Don Pedro of the old furnace and the new furnace the insured installed. I replied to Ms. [redacted]’s email and advised on the status of my claim investigation, which was our need for our insured’s statement and to verify what caused Ms. [redacted] air conditioner failure and if our insured was liable for this. August 3 The appraiser indicated he was having difficulty reaching the homeowner to arrange the inspection. Ms. [redacted] was emailed and advised on the situation that the appraiser was trying to contact them so he could inspect their damages and prepare his report so a liability decision could be made. Ms. [redacted] was also advised that we had received her contract and bid information for our insured’s furnace installation. August 6 Continued attempts to contact our insured via US mail and email. August 7 Further searches for working telephone numbers and accurate address for our insured were unsuccessful. The telephone numbers that were located were all wrong numbers. At one of the numbers, a woman advised that the insured no longer is in their building, but could not provide me any other information or contact information. A follow up call with the insured’s agent provided a different address and phone numbers for the insured in comparison to what we previously had on record. One of the numbers did not work and one was the current number we were calling. Continued internet searches were conducted to locate current phone numbers based on this new address, but we could not find a working number. Another contact letter was sent to our insured at the new address. August 11 A letter was sent to the homeowner advising that the appraiser has been unsuccessful in reaching her. Continued searches were conducted for additional telephone numbers for our insured, but we could not find any working numbers. August 18 We requested a status update from our appraiser on his continued attempts to reach the homeowner to inspect her property. Our appraiser responded advising he has made (5) telephone attempts and sent a letter via US mail to the homeowner with no response. August 24 Our appraiser advised he still has not heard from the homeowner. We contacted the homeowner; however we were unable to reach her. We called again on this day and spoke with the homeowner, advising her on our appraiser’s unsuccessful attempts at reaching her. She advised that we could have the appraiser come any day after 3:00 pm. We informed our appraiser of this and he advised he would go to the residence on August 26 to inspect. August 25 A Reservation of Rights letter was sent to our insured regarding their lack of cooperation which could jeopardize potential coverage for this loss. We left a telephone voicemail message with our insured’s agent to advise them on the Reservation of Rights letter. August 26 The homeowner advised the appraiser that the air conditioner had been repaired and did not allow the appraiser to inspect the property or heating/cooling system. Our appraiser advised they would attempt to secure a copy of the air conditioner repairs invoice/report for us. August 31 We sent an email to Ms. [redacted] advising on the status of our investigation (which remained that we needed our insured’s statement and to verify if Ms. [redacted] air conditioner failure was caused by our insured) and requested a copy of the air conditioner repair report/invoice/work order and requested the information of who completed these repairs, as La Casa hired the repair company. We received an updated phone number for our insured from the insured’s agent. We then left a voicemail message requesting a return call from the insured. We also sent our insured the approved Reservation of Rights letter through both regular US mail and certified US mail. September 9 We sent a follow up email to Ms. [redacted] on our prior request for documentation on the air conditioner repair. As we were unable to inspect the property and to reach our insured, we were looking for some information on the cause of the air conditioner failure to evaluate this claim. We also left another telephone voicemail message for the insured. September 10 We received the appraiser’s final report advising he was unable to complete the inspection at the homeowner’s residence and he was unable to secure the repair company’s information. We also left a voice mail message for the insured stating the same. September 23 We attempted to reach our insured via telephone but there was no answer and the voicemail box was full. September 25 We received the requested air conditioner repair documents from Ms. [redacted] and advised her on the status of our claim investigation. We would need to review the repair documents to learn what was being alleged against our insured and obtain the insured’s statement in response to the allegations. In the documentation she sent, the repair company states that the air conditioner compressor was damaged due to a clogged evaporator coil, which they state was caused by an improper install of the furnace. They allege that the bottom of the furnace was opened and never sealed. We attempted to reach the insured but the voicemail box was full. We contacted the insured’s agent to obtain additional contact information, but she had none to share. She advised that the insured no longer has a policy with them. October 9 We received an email from Ms. [redacted] advising that she would be filing a Revdex.com complaint as this claim was not resolved yet. October 12 We requested an investigator locate our insured for a face to face statement so verification of the facts of this loss and the allegations against our insured can be obtained. We responded to Ms. [redacted]’s email that she would be filing a Revdex.com complaint, advising on the current status. We advised her that our insured has the right to answer the allegations being presented against them and we have a right to investigate this claim on their policy. We also advised that our insured’s lack of cooperation could be jeopardizing any potential coverage we may have for this loss. We advised her that we cannot prematurely settle or deny this claim without investigating it. As of the date of this letter, we have been unable to reach our insured, our investigator has been unable to locate our insured, and we have been unable to inspect the damages our insured is alleged to have caused, despite multiple attempts on our part. Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] or via email at [redacted]. Sincerely, Donald R. T[redacted] Commercial Claim Manager [redacted] Company of [redacted] W ###-###-#### F (###-###-####
We are in receipt of Ms. [redacted]’s inquiry filed with your agency regarding Nationwide Auto policy[redacted].Please be advised that Nationwide received and has responded to a Pennsylvania InsuranceDepartment complaint regarding this matter. Ms. [redacted]’s cancellation was reversed and no lapsein...
coverage occurred. For your review, I have enclosed a copy of our response letter to theDepartment dated October 7, 2016.On October 11, 2016 Auto Policy [redacted] cancelled by request effective September 30, 2016.If you require further assistance, please do not hesitate to contact me.Sincerely,Cathy D[redacted]Customer Advocacy CoordinatorNationwide
Nationwide strives to provide great customer service to all of our customers. I have investigated the issues stated by our member and the following response was received from agent, [redacted], in regards to the complaint filed by [redacted].
Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy number [redacted] 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 DocuVault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2015. The policy was written correctly but sometimes when we write a spinoff policy, the named insured while in processing at Nationwide switches back to the named insured on the prior policy. 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. Our system reflects that on December 1, 2014 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). 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. We only need the signed application returned to us in order to place [redacted] as the named Insured on the policy.
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. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. There were never any notes or questions about rental coverage. Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. 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.
We find that no error has occurred as there has been no documented request for LOU/Rental coverage either on Ms. [redacted]'s prior policy or on her current policy. When her vehicle was added to the policy, there also was no request for LOU/Rental coverage. Since this coverage was not on her prior policy and we do not have any record of a request being made to add this coverage, Nationwide is not responsible for reimbursing Ms. [redacted] for any rental car cost.
If you have any additional questions, please contact me at ###-###-#### or [redacted].
Best Regards,
[redacted]
[redacted]
Centralized Sales Operation and Support
I am writing in response to the complaint submitted by [redacted] to the Revdex.com on 10/25/2016. She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer...
service that she experience. She requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely manner. In addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handling. Our Compliance Office conducted a through investigation regarding Ms. [redacted]'s concerns. While nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.During conversations with Ms. [redacted], I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address it. I also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to Nationwide. After our conversations, she was satisfied that her complaint was being properly addressed.Sincerely,Michael F[redacted]Compliance ConsultantAttn: Distribution Compliance One Nationwide PlazaColumbus, OH 43215
COMPANY STATES LETTERS WERE SENT WHICH I AM STILL IN DISAGREEMENT WITH BC NO NOTICES WERE EVVER RECEIVED. THIS WHOLE TIME THE BALANCE BEING REPORTED AND REFLECTED WERE INACCURATE AND WAS REPORTED TO TEH CREDIT BUREAUS HAVING A NEGATIVE IMPACT ON MY CREDIT WHICH IS UNFAIR.ON JULY 3 WHEN I CALLED IN TO SPEAK WITH A SUPERVISOR EVEN HE WAS NOT ABLE TO TELL ME WHT THE BALANCE I OWED WAS. I HAVE NO PROBLEM PAYING WHAT I OWE I DO HOWEVER HAVE A PROBLEM PAYING ESTIMATED AMOUNTS. I WANT THIS REMOVED FROM MY CREDIT REPORT SINCE IT WAS REPORTED INACCURATELY AND UNFAIRLY. AT THIS POINT I FEEL THE ONLY OPTION I HAVE IS TO TAKE THIS TO THE MEDIA
Regards,
[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted] regarding the above noted file. As Senior Analyst, Customer Resolution & Response Team, I have reviewed this file and would like to address Mr. [redacted]’s concerns.Mr. [redacted] called Nationwide Sales Solutions...
(NSS) on November 17, 2016 to get a commercial policy for his nail salon. At the time, the sales agent advised Mr. [redacted] that Nationwide would be able to cover his nail salon. The sales agent then bound a commercial policy with Mr. [redacted]’s consent.On November 30, 2016, Nationwide mailed a cancellation notice to Mr. [redacted] stating that his policy was ineligible for coverage and would be effective until January 10, 2017. Additionally, on this date the sales agent emailed Mr. [redacted] to advise him his commercial policy would be cancelled. The sales agent apologized, explained he mistakenly referenced the incorrect forms at the time the policy was set up and stated Nationwide no longer offers insurance for nail salons.I verified with our underwriters that Nationwide has not offered insurance for nail salons for several years now and feedback has been sent to the leadership of the sales agent.On December 29, 2016, Nationwide issued a refund for $15.00. Mr. [redacted]’s down payment would have covered him until January 17, 2017. The policy was cancelled effective January 10, 2017 which resulted in a refund of $15.00. Since Mr. [redacted] contacted his bank and disputed the November 17, 2016 down payment for $117.00, the refund was stop paid and applied to the billing account. The collection amount for $102.00 is valid for the coverage that was provided from November 17, 2016 to January 10, 2017.On April 4, 2017 Mr. [redacted] responded to the sales agent’s email from November 30, 2016 and stated he received a letter from a collection agency in the amount of $102.00. Mr. [redacted] then stated he did not understand why he was receiving a bill for a policy that was never covered by Nationwide. Mr. [redacted] asked the sales agent to take care of it as soon as possible and asked why he never received a refund for his two month down payment of $117.00.On April 4, 2017 the sales agent replied to Mr. [redacted] and explained the $102.00 collection amountwas due to the fact Mr. [redacted] contacted his bank after the original transaction to decline the original$117.00 down payment. The sales agent referenced Mr. [redacted]’s cancellation notice and explainedthe notice states Mr. [redacted] had coverage through January 10, 2017. The sales agent thenexplained since Nationwide offered coverage through January 10, 2017, we are requiring the originaldown payment that was taken, hence the collection amount of $102.00.If Mr. [redacted] completes the attached Policy Cancellation Form and includes the cancellationeffective date as November 17, 2016 then we can adjust the cancellation date of the policy and clearthe collection amount that is owed. Mr. [redacted] can fax the completed form to ###-###-#### forprocessing.We sincerely apologize to Mr. [redacted] for the inconvenience. I hope the information that I haveprovided has answered any questions in regards to this matter. If you require further assistance,please contact our [redacted], Janice K[redacted], at ###-###-#### or by emailat [redacted]Sincerely,Stacy L. T[redacted]
A. Again I am requesting to have my claim settled by a different Nationwide district where I can obtain prompt, courteous, respectful service? B. In addition, I am asking when will my claim for the fire damaged ADT system and range hood replacement be paid? I submitted replacement cost for both?Below are Nationwide’s comments (in black) and my responses in blue.According to Nationwide, my claim is still under investigation. My question is: What is being investigated? Is there feedback regarding this investigation that has ongoing for 9 months now? According to Nationwide, they have retained legal counsel who is communicating directly with Ms. [redacted]. My response: Nationwide’s attorney is a part of Nationwide’s team, so did Nationwide really retain legal counsel or merely get help from their legal department? According to Nationwide, they are requesting documentation in accordance with the terms and conditions of the insured’s policy? My response: What documents? I have given Nationwide a copy of my policy, a copy of the quote/bill, a copy of my property deed and a copy of my lien release. Please specify what other documents are needed that you are referring to? According to Nationwide, they are only asking me to comply with the policy conditions. My response: I have complied with every request currently. What specifically does Nationwide need? Please be specific; I am willing to comply? Again, below are the events and facts of my claim which is still open where payments are still delayed. Please let me know if there are further questions/concerns/or evidence needed to substantiate any statements I have made? Again thanks for your time and consideration.September 2014, I Phoned Nationwide to report an electrical home fire and submit a claim.I protected the property from further damage.Located a contractor for repairs Many damages were repaired/ but some were not (the ADT alarm system, range hood, in-wall damages) Nationwide failed to come to the home prior to the repairs even though they were notified.Nationwide reached my home days later during the repairs.A quote/bill for the damage repairs was submitted, but rejected by Nationwide.I Allowed Nationwide to send in a 2nd contractor to verify damages and the claim – [redacted] was brought in by Nationwide (this quote agreed with quote/bill I submitted yet the claim wasn’t paid)Nationwide stated I didn’t own my home based on Nationwide’s investigation. I submitted proof of ownership to Nationwide – Nationwide rejected the proof (my lien payoff and deed) and set the policy for cancellation. Nationwide later reinstated the policy due to faulty investigation methods.Nationwide ask me to submit to, an examination under oath. I agreed (on any given Saturday). Nationwide never contacted me back.Nationwide now wants to send in an electrician to assess damages AGAINI agreed. (Nationwide has yet to set a date with me to have this electrician visit the property)Nationwide now wants an examination under oath again. I agreed to the examination - June 13th. Now, I am asking Nationwide to turn my claim over to a different district so that it will be handled promptly and professionally? Thank you.Sincerely,[redacted]
This letter is in reply to the rejection of our original response by the complainant. The complainant rejected our response due to the lack of documentation regarding the short rate clause and the lack of disclosure of the rate.Nationwide has complied with all regulatory statues regarding the disclosure of the short rate procedure for automobile policies. The policy jacket, issued at the time of the inception of the policy specifically indicates as follows:“If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manuals. If we cancel this policy, any premium owed or premium refund will be calculated on a pro-rata basis.”All short rate provisions are filed with the state department of insurance as required by law. The balance due of $161.51 reflects premium owed up until the cancellation date plus one $25.00 Returned Item fee and one $3.00 installment fee. The premium was correctly calculated and cannot be waived.Please feel free to contact me if additional information is needed.Sincerely,Colleen F[redacted]
first and foremost I was not made aware of any restrictions until a claim was placed. When taking out the policy the representative "[redacted]" whom I was in contact made no such mention of any rider being available in regards to jewelry. Not to mention each year upon renewal no such matter was mentioned either. In regards to the response to my claim, a nationwide representative contact me after I myself had to make several calls to get the information I needed for the claim such as claim number. representative, etc. No one contact me until I made the calls and inquired about what was going on. That is not professional customer service. Their represntative [redacted] provided no such information other than a representative will contact you. I called early in the am and by that afternoon no one called me so I made calls myself to the main number. Once I reached out and left a message it was then that a representative reached me and that is the call that is recorded.
I personally called and spoke directly to his representative "[redacted]" and requested him to contact me several times. I also sent letters to the main office and CC's him on it and fowarded copies to their office.
The check was returned and I wrote on the back of the check not for purpose intended. There was no way I would accept any monies from a company with such poor response and lousey customer service. Nationwide was not on my side and I didnt not received proper handling of my account with them. I will not provide them with any such information regarding my new insurance carrier. It is none of their business and they did not value me as a customer. It shouldn't have even got to this point and that is the part they are failing to realize.
This policy was originally written on December 13, 2013 and cancelled April 6, 2014 with only three payments being made; one was the down payment of $114.68, the second payment of $114.68 was set up to draft but came back insufficient funds. [redacted] did go into the Nationwide office of agent [redacted] and pay $120.00 to replace the returned Electronic Fund Transfer then Nationwide drafted $134.36 on February 14, 2014, which included the $114.68 plus the balance of the returned item fee of $25.00. During this time [redacted] inquired about adding her daughter, who would be listed as an “Inexperienced Operator”, to the policy, at the time she only had one vehicle. When Nationwide quoted adding her daughter she would be considered an occasional driver; however, at the time she added her daughter she also added a vehicle, thus changing the “Inexperienced Operator” from occasional to principal driver, changing the premium for that addition along with another the vehicle. Nationwide added her daughter and vehicle, but did not bill for the addition until the March payment. Agent [redacted]’s office advised [redacted] that in order to remove the daughter from the policy Nationwide would require proof that her daughter turned in her license or proof that she had insurance elsewhere.
When [redacted]'s daughter was licensed on February 10, 2014, she was added as a driver to the policy. A second vehicle was added to the policy on March 6, 2014, and her daughter was changed to a principal operator which carries a higher rate than an occasional operator. Just as [redacted] was advised her daughter could be removed by either turning in her driver’s license or verifying that she had insurance with another carrier. If she moved out of the household, her proof of residency would have to be verified. As none of this documentation was received, the daughter remained on the policy as a driver until the cancellation date of April 6, 2014.
When a Nationwide agent provides a quote on an existing policy, the insured is informed that it is an estimate. Once the quote is released and goes to processing, the agents have no control over pricing. In this case, the difference in quoted price was the difference from occasional to principal driver, plus adding a vehicle. Agent [redacted]’s office apologized for the difference in amount and explained to her that the rates that are given out when change is being made are an estimate only.
Thank you for your recent inquiry regarding a claim that was submitted by Ms. [redacted]. If I do not provide the information you need for this matter, please do not hesitate to let us know.Ms. [redacted] reported a claim on November 23, 2016 for the mysterious disappearance of a scheduled ring that...
occurred on or about March 28,2016. The claim was handled by Claims Adjuster Cory S[redacted]. The ring that was lost was scheduled on Ms. [redacted] policy in the amount of $3,850.00. This amount was based on an appraisal that was dated 10/20/12. We also received an appraisal from Ms. [redacted] during the claim investigation dated 9/27/14. This appraisal was not given to Nationwide prior to the claim being filed. We based our assessment on the appraisal dated on 10/20/12.We agreed to replace the ring and advised that an evaluation would be completed by a third party jeweler ([redacted]). [redacted] completed an evaluation based on the description provided on the declarations page in the amount of $2,618.20. This amount is based on a Market Value Report plus tax and shipping. [redacted] is willing to replace the ring with a sustainably identical ring for the estimated amount of $2,618.20. Ms. [redacted]’s jeweler [redacted] Diamonds quoted a replacement estimate in the amount of $4,700.00. We had [redacted] from [redacted] contact [redacted] Diamonds and discuss the estimate and pricing structure of the ring. [redacted] Diamonds stated that they understood the quote provided by [redacted] but would not be willing to accommodate at [redacted]s’s replacement cost.Ms. [redacted]’s policy states the following:Conditions[…]2. Loss settlement. Covered property losses are settled as follows:[…]C. Other property - the value of the property insured is not agreed upon but will be ascertained at the time of loss or damage. We will not pay more than the least of the following amounts:(1) the actual cash value of the property at the time of loss or damage;(2) the amount for which we or you could reasonably be expected to have the property repaired to its condition immediately prior to loss;(3) the amount for which we or you could reasonably be expected to replace the article with one substantially identical to the article lost or damaged; or(4) the amount of insurance.Based on the policy language and the estimate provided by [redacted] we believe that the settlement amount that was offered and paid is reasonable and customary for the ring replacement. A copy of the estimates, and settlement letters have been included for your review.I have left a voicemail and a follow up email for Ms. [redacted] to discuss the settlement conditions further. As of the date of this letter I have not been able to reach Ms. [redacted]. However, a follow up letter was mailed to her on 2/9/2017 expelling the policy conditions.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you require further assistance, please contact our Customer Advocacy Coordinator Joey L[redacted], at ###-###-#### or by email at [email protected],
This is unacceptable. If the calls were actually pulled you would hear my conversation with the agent stating that I am looking to save money. You will also hear that he asked me to send him a copy of my current plan. you will the hear the conversation where he acts as if he is saving me money and never actually explains that my premium has doubled. I am filing a formal complaint with the ** Dept of Business Regulation, Insurance Division.
Regards,
[redacted]
respond to the Revdex.com regarding policy
number ##### for [redacted] and to address her concerns about the policy.
On 7/28/2014, [redacted] purchased a six month insurance policy with a bill plan of 20%
down and 5 installments with an Electronic Funds Transfer (EFT) auto draft.
On 7/28/2014, [redacted] contacted our service center and advised that her son, [redacted], should not be excluded from her policy. [redacted] was advised that he would need to be rated or excluded on the policy per our underwriting guidelines. As [redacted]’s policy was purchased the same day and unable to be changed, per her request a pending endorsement was submitted to our underwriting department to change [redacted] to a rated driver effective 7/28/2014. On 8/5/2014, [redacted] was changed to a rated driver effective 7/28/2014 and a Motor Vehicle Report (MVR) was ordered. On 8/12/2014 a valid MVR for [redacted] was received and processed and the endorsement was completed showing an increase in premium in the amount of $648.20 for the term of the policy. On 8/13/2014 a declarations page and a revised EFT payment schedule were sent to [redacted] advising of the increase in premium. On 8/14/2014, [redacted]’s policy was canceled per her signed request effective 8/15/2014.
[redacted] was not advised of an increase in premium when she contacted our service center on 7/28/2014 for the change of [redacted] to rated as the change was not able to be processed at that time, but she was provided in writing a declarations page and payment schedule showing the increase.
As of this letter $35.23 remains due for coverage for which payment has not been received.
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]
We are in receipt of your request for information dated December 30, 2015 regarding the above referenced file.Mr. [redacted] is disputing the denial of claim [redacted]. He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of...
the day.Our records indicate Mr. [redacted] contacted our office twice on November 7, 2015. During the first call he inquired as to what wellness benefits he had used for the current term. The representative confirmed he had used the benefits for flea and heartworm prevention medication. Mr. [redacted] had indicated he wanted to take his pet in for an annual checkup. The representative confirmed he still had benefits available for the term and recommended Mr. [redacted] take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr. [redacted] inquired as to the expiration and renewal of the policy. He advised the representative that he decided not to renew and wanted to make sure the cancellation was in process. The representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr. [redacted] was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr. [redacted] then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr. [redacted] if he was logged into his account. (Our policyholders have the option to create an account known as the policyholder portal). The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (60 days prior to renewal.)Again, from the recorded call, it appears Mr. [redacted] was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr. [redacted] explained that he had been with us for a long time but due to the rate and other concerns it was not cost effective. Mr. [redacted] did mention he had just put in a claim for wellness for the current policy. There was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation email. The first screen asks the user to confirm the contact information and reason for cancellation. The screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation date. This is the date the policy will no longer be effective and coverage will no longer be extended for the insured pet. Remember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective date. Additionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr. [redacted] would have seen when he processed his cancellation. We have included screen shots with this response.Claim [redacted] was submitted on November 7, 2015 and does show a treatment date of November 7, 2015. The claim was denied appropriately in accordance with the terms of the policy contract. Mr. [redacted] chose to cancel the policy via the policyholder portal on November 7, 2015. As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.Should you require any further assistance in this matter, please contact our [redacted] Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Vincent G[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]
1 I live 3 miles from golf course. [redacted] is a golf cart community. When you live in [redacted] home, golf cart is covered3. I have spoken with other local agent. Every agent states golf cart is considered a property if you live in [redacted].4. I request Nationwide to speak with local agents( [redacted] for example)
Regards,
[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]
###-###-####
per my employeer- payroll department the money taken out of my paroll check has done been sent to the vendor three weeks ago. Perhaps the money was applied to the incorrect account, as I mentioned within my compliant, I had received a slew of e-mails with different pets/pet names and my name was attached to each, it was a concern then and even more so now. I am totally aware of the two polices, the first should had been cancelled in November, but was not.
Regards, [redacted]
I am in receipt of your email to Nationwide dated August 18, 2015.
I am providing you with the following information:
· Cancellation Request Form
Mr. [redacted] started a quote online on June 29, 2015 and...
requested to be contacted. Our agent, Andrea A[redacted], contacted him to review the quote he started. Once the rate was finalized, Mr. [redacted] requested to start the policy. The agent set up the policy per Mr. [redacted]’s request. There is no requirement for a customer to e-sign or sign an application upfront to start the policy. This information would be emailed or mailed to member after the policy was set up. Mr. [redacted] was advised of this process.
Ms. A[redacted] received an email from Mr. [redacted] on July 8, 2015 at 7:18 PM. The email advised that he was maintaining his current insurance and requested to cancel his Nationwide policy. The agent responded to Mr. [redacted] on July 8, 2015, at 7:31 PM and advised we would need a signed cancellation form in order to complete his request. The agent advised the form would be sent via email within 3-5 business days and he could sign the form electronically. The agent let the member know to please contact her with any additional questions. She did not receive any additional correspondence from Mr. [redacted].
Review of our DocuSign system found the required Cancellation Request Form was emailed to Mr. [redacted], at [redacted], on July 8, 2015, at 8:36 PM. Unfortunately, the form was not reviewed or signed by Mr. [redacted]; therefore, the form was voided on July 17, 2015, due to no activity and policy [redacted] remained active.
Enclosed you will find the required Cancellation Request Form dated July 22, 2015. Once Mr. [redacted] signs, dates, and returns the form to Nationwide, policy [redacted] will be voided effective July 22, 2015, and a refund of $941.46 will be mailed to the address on file.
If you have any further questions feel free to contact me.
Sincerely,
Christina L[redacted]
[redacted]
###-###-#### Ext. [redacted]
[redacted]
Even though I received notice of these needed items, I spoke with customer service and told them that the undisclosed driver did not live in my home. I don't even know who that man is. That was dismissed from the information needed, or at least that is what I was told. I also told the associates that if I didn't not provide the correct information to get back with me so that I can find the correct paperwork. Every single person FAILED to get back with me, I did not know that the information that was sent was not valid until after my insurance was canceled. Then I was told by just about everyone that if I paid on my policy that my insurance was not going to be canceled. I specifically said that I didn't want to pay on a policy that was going to cancel anyway. EVERYONE FAILED at giving me the correct information. I will like my money back not all just my last payment of 125 dollars. I will not just settle for 50 dollars. I was done totally wrong, everyone ignored me, I called in to many times and was lied to EVERY SINGLE TIME!
Regards,
[redacted]
Dear Revdex.com: Thank you for your letter dated October 13, 2015 regarding the concerns raised by [redacted] on behalf of La Casa de Don Pedro. This commercial general liability claim was received by [redacted] of [redacted] claims office on July 6,...
2015. Our insured, Priority Mechanical, was hired by La Casa de Don Pedro to install a new furnace at the home of [redacted]. This installation was completed in December 2014. The claim allegation is that our insured’s furnace install caused Ms. [redacted] central air conditioning to no longer work. This letter details the months of continued attempts to reach our insured via US mail, email, and telephone, with no success or response. Below is our timeline of these attempts and our investigation. July 6 Telephone attempts were made to reach both our insured and La Casa, the same day the claim was received. July 7 Telephone attempts were made to both our insured and La Casa. Contact with our insured was also attempted through email. July 8 Telephone contact was made with [redacted] with La Casa de Don Pedro. She was able to provide a statement detailing the work that was requested of our insured in December 2014, and the specifics of the contract between La Casa de Don Pedro and our insured, Priority Mechanical. Ms. [redacted] alleged that our insured’s furnace install in December 2014 was related to and caused the homeowner’s air conditioner to not work in May 2015. Ms. [redacted] was unable to provide any specifics as to this allegation and correlation. We requested (and followed up with an email) that Ms. [redacted] send us photos of the homeowner’s furnace and air conditioner system and setup, as well as the contract with our insured, Priority Mechanical and La Casa de Don Pedro. The homeowner’s contact information was also requested and provided. On that same day, the homeowner, Altagracia [redacted], was contacted and we obtained her statement to verify the facts of this loss and the allegations against our insured. Ms. [redacted] did not know why her air conditioner was not working. July 20 Continued attempts were made to contact the insured by telephone and email. A letter was also sent by US mail in an attempt to reach the insured. As the contact information on record was proving to be unsuccessful, internet searches were conducted. Additionally, a voicemail message was left for the insured’s insurance agent to obtain additional or correct contact information. Contact was made with the homeowner, [redacted], to request the opportunity to send an appraiser to inspect her heating/cooling system to determine what was wrong with it. She confirmed it had not yet been repaired. We also advised Ms. [redacted] on the current status of the claim, which included our need for our insured’s statement and to verify what caused her air conditioner failure and if our insured was liable for this. A follow up email was sent to Ms. [redacted] for the photos and contract that was previously requested. July 21 Pictures were received via email from La Casa de Don Pedro of the old furnace and the new furnace the insured installed. I replied to Ms. [redacted]’s email and advised on the status of my claim investigation, which was our need for our insured’s statement and to verify what caused Ms. [redacted] air conditioner failure and if our insured was liable for this. August 3 The appraiser indicated he was having difficulty reaching the homeowner to arrange the inspection. Ms. [redacted] was emailed and advised on the situation that the appraiser was trying to contact them so he could inspect their damages and prepare his report so a liability decision could be made. Ms. [redacted] was also advised that we had received her contract and bid information for our insured’s furnace installation. August 6 Continued attempts to contact our insured via US mail and email. August 7 Further searches for working telephone numbers and accurate address for our insured were unsuccessful. The telephone numbers that were located were all wrong numbers. At one of the numbers, a woman advised that the insured no longer is in their building, but could not provide me any other information or contact information. A follow up call with the insured’s agent provided a different address and phone numbers for the insured in comparison to what we previously had on record. One of the numbers did not work and one was the current number we were calling. Continued internet searches were conducted to locate current phone numbers based on this new address, but we could not find a working number. Another contact letter was sent to our insured at the new address. August 11 A letter was sent to the homeowner advising that the appraiser has been unsuccessful in reaching her. Continued searches were conducted for additional telephone numbers for our insured, but we could not find any working numbers. August 18 We requested a status update from our appraiser on his continued attempts to reach the homeowner to inspect her property. Our appraiser responded advising he has made (5) telephone attempts and sent a letter via US mail to the homeowner with no response. August 24 Our appraiser advised he still has not heard from the homeowner. We contacted the homeowner; however we were unable to reach her. We called again on this day and spoke with the homeowner, advising her on our appraiser’s unsuccessful attempts at reaching her. She advised that we could have the appraiser come any day after 3:00 pm. We informed our appraiser of this and he advised he would go to the residence on August 26 to inspect. August 25 A Reservation of Rights letter was sent to our insured regarding their lack of cooperation which could jeopardize potential coverage for this loss. We left a telephone voicemail message with our insured’s agent to advise them on the Reservation of Rights letter. August 26 The homeowner advised the appraiser that the air conditioner had been repaired and did not allow the appraiser to inspect the property or heating/cooling system. Our appraiser advised they would attempt to secure a copy of the air conditioner repairs invoice/report for us. August 31 We sent an email to Ms. [redacted] advising on the status of our investigation (which remained that we needed our insured’s statement and to verify if Ms. [redacted] air conditioner failure was caused by our insured) and requested a copy of the air conditioner repair report/invoice/work order and requested the information of who completed these repairs, as La Casa hired the repair company. We received an updated phone number for our insured from the insured’s agent. We then left a voicemail message requesting a return call from the insured. We also sent our insured the approved Reservation of Rights letter through both regular US mail and certified US mail. September 9 We sent a follow up email to Ms. [redacted] on our prior request for documentation on the air conditioner repair. As we were unable to inspect the property and to reach our insured, we were looking for some information on the cause of the air conditioner failure to evaluate this claim. We also left another telephone voicemail message for the insured. September 10 We received the appraiser’s final report advising he was unable to complete the inspection at the homeowner’s residence and he was unable to secure the repair company’s information. We also left a voice mail message for the insured stating the same. September 23 We attempted to reach our insured via telephone but there was no answer and the voicemail box was full. September 25 We received the requested air conditioner repair documents from Ms. [redacted] and advised her on the status of our claim investigation. We would need to review the repair documents to learn what was being alleged against our insured and obtain the insured’s statement in response to the allegations. In the documentation she sent, the repair company states that the air conditioner compressor was damaged due to a clogged evaporator coil, which they state was caused by an improper install of the furnace. They allege that the bottom of the furnace was opened and never sealed. We attempted to reach the insured but the voicemail box was full. We contacted the insured’s agent to obtain additional contact information, but she had none to share. She advised that the insured no longer has a policy with them. October 9 We received an email from Ms. [redacted] advising that she would be filing a Revdex.com complaint as this claim was not resolved yet. October 12 We requested an investigator locate our insured for a face to face statement so verification of the facts of this loss and the allegations against our insured can be obtained. We responded to Ms. [redacted]’s email that she would be filing a Revdex.com complaint, advising on the current status. We advised her that our insured has the right to answer the allegations being presented against them and we have a right to investigate this claim on their policy. We also advised that our insured’s lack of cooperation could be jeopardizing any potential coverage we may have for this loss. We advised her that we cannot prematurely settle or deny this claim without investigating it. As of the date of this letter, we have been unable to reach our insured, our investigator has been unable to locate our insured, and we have been unable to inspect the damages our insured is alleged to have caused, despite multiple attempts on our part. Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] or via email at [redacted]. Sincerely, Donald R. T[redacted] Commercial Claim Manager [redacted] Company of [redacted] W ###-###-#### F (###-###-####
We are in receipt of Ms. [redacted]’s inquiry filed with your agency regarding Nationwide Auto policy[redacted].Please be advised that Nationwide received and has responded to a Pennsylvania InsuranceDepartment complaint regarding this matter. Ms. [redacted]’s cancellation was reversed and no lapsein...
coverage occurred. For your review, I have enclosed a copy of our response letter to theDepartment dated October 7, 2016.On October 11, 2016 Auto Policy [redacted] cancelled by request effective September 30, 2016.If you require further assistance, please do not hesitate to contact me.Sincerely,Cathy D[redacted]Customer Advocacy CoordinatorNationwide
Dear [redacted],
Nationwide strives to provide great customer service to all of our customers. I have investigated the issues stated by our member and the following response was received from agent, [redacted], in regards to the complaint filed by [redacted].
Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy number [redacted] 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 DocuVault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2015. The policy was written correctly but sometimes when we write a spinoff policy, the named insured while in processing at Nationwide switches back to the named insured on the prior policy. 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. Our system reflects that on December 1, 2014 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). 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. We only need the signed application returned to us in order to place [redacted] as the named Insured on the policy.
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. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. There were never any notes or questions about rental coverage. Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. 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.
We find that no error has occurred as there has been no documented request for LOU/Rental coverage either on Ms. [redacted]'s prior policy or on her current policy. When her vehicle was added to the policy, there also was no request for LOU/Rental coverage. Since this coverage was not on her prior policy and we do not have any record of a request being made to add this coverage, Nationwide is not responsible for reimbursing Ms. [redacted] for any rental car cost.
If you have any additional questions, please contact me at ###-###-#### or [redacted].
Best Regards,
[redacted]
[redacted]
Centralized Sales Operation and Support
I am writing in response to the complaint submitted by [redacted] to the Revdex.com on 10/25/2016. She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer...
service that she experience. She requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely manner. In addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handling. Our Compliance Office conducted a through investigation regarding Ms. [redacted]'s concerns. While nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.During conversations with Ms. [redacted], I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address it. I also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to Nationwide. After our conversations, she was satisfied that her complaint was being properly addressed.Sincerely,Michael F[redacted]Compliance ConsultantAttn: Distribution Compliance One Nationwide PlazaColumbus, OH 43215
COMPANY STATES LETTERS WERE SENT WHICH I AM STILL IN DISAGREEMENT WITH BC NO NOTICES WERE EVVER RECEIVED. THIS WHOLE TIME THE BALANCE BEING REPORTED AND REFLECTED WERE INACCURATE AND WAS REPORTED TO TEH CREDIT BUREAUS HAVING A NEGATIVE IMPACT ON MY CREDIT WHICH IS UNFAIR.ON JULY 3 WHEN I CALLED IN TO SPEAK WITH A SUPERVISOR EVEN HE WAS NOT ABLE TO TELL ME WHT THE BALANCE I OWED WAS. I HAVE NO PROBLEM PAYING WHAT I OWE I DO HOWEVER HAVE A PROBLEM PAYING ESTIMATED AMOUNTS. I WANT THIS REMOVED FROM MY CREDIT REPORT SINCE IT WAS REPORTED INACCURATELY AND UNFAIRLY. AT THIS POINT I FEEL THE ONLY OPTION I HAVE IS TO TAKE THIS TO THE MEDIA
Regards,
[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted] regarding the above noted file. As Senior Analyst, Customer Resolution & Response Team, I have reviewed this file and would like to address Mr. [redacted]’s concerns.Mr. [redacted] called Nationwide Sales Solutions...
(NSS) on November 17, 2016 to get a commercial policy for his nail salon. At the time, the sales agent advised Mr. [redacted] that Nationwide would be able to cover his nail salon. The sales agent then bound a commercial policy with Mr. [redacted]’s consent.On November 30, 2016, Nationwide mailed a cancellation notice to Mr. [redacted] stating that his policy was ineligible for coverage and would be effective until January 10, 2017. Additionally, on this date the sales agent emailed Mr. [redacted] to advise him his commercial policy would be cancelled. The sales agent apologized, explained he mistakenly referenced the incorrect forms at the time the policy was set up and stated Nationwide no longer offers insurance for nail salons.I verified with our underwriters that Nationwide has not offered insurance for nail salons for several years now and feedback has been sent to the leadership of the sales agent.On December 29, 2016, Nationwide issued a refund for $15.00. Mr. [redacted]’s down payment would have covered him until January 17, 2017. The policy was cancelled effective January 10, 2017 which resulted in a refund of $15.00. Since Mr. [redacted] contacted his bank and disputed the November 17, 2016 down payment for $117.00, the refund was stop paid and applied to the billing account. The collection amount for $102.00 is valid for the coverage that was provided from November 17, 2016 to January 10, 2017.On April 4, 2017 Mr. [redacted] responded to the sales agent’s email from November 30, 2016 and stated he received a letter from a collection agency in the amount of $102.00. Mr. [redacted] then stated he did not understand why he was receiving a bill for a policy that was never covered by Nationwide. Mr. [redacted] asked the sales agent to take care of it as soon as possible and asked why he never received a refund for his two month down payment of $117.00.On April 4, 2017 the sales agent replied to Mr. [redacted] and explained the $102.00 collection amountwas due to the fact Mr. [redacted] contacted his bank after the original transaction to decline the original$117.00 down payment. The sales agent referenced Mr. [redacted]’s cancellation notice and explainedthe notice states Mr. [redacted] had coverage through January 10, 2017. The sales agent thenexplained since Nationwide offered coverage through January 10, 2017, we are requiring the originaldown payment that was taken, hence the collection amount of $102.00.If Mr. [redacted] completes the attached Policy Cancellation Form and includes the cancellationeffective date as November 17, 2016 then we can adjust the cancellation date of the policy and clearthe collection amount that is owed. Mr. [redacted] can fax the completed form to ###-###-#### forprocessing.We sincerely apologize to Mr. [redacted] for the inconvenience. I hope the information that I haveprovided has answered any questions in regards to this matter. If you require further assistance,please contact our [redacted], Janice K[redacted], at ###-###-#### or by emailat [redacted]Sincerely,Stacy L. T[redacted]
A. Again I am requesting to have my claim settled by a different Nationwide district where I can obtain prompt, courteous, respectful service? B. In addition, I am asking when will my claim for the fire damaged ADT system and range hood replacement be paid? I submitted replacement cost for both?Below are Nationwide’s comments (in black) and my responses in blue.According to Nationwide, my claim is still under investigation. My question is: What is being investigated? Is there feedback regarding this investigation that has ongoing for 9 months now? According to Nationwide, they have retained legal counsel who is communicating directly with Ms. [redacted]. My response: Nationwide’s attorney is a part of Nationwide’s team, so did Nationwide really retain legal counsel or merely get help from their legal department? According to Nationwide, they are requesting documentation in accordance with the terms and conditions of the insured’s policy? My response: What documents? I have given Nationwide a copy of my policy, a copy of the quote/bill, a copy of my property deed and a copy of my lien release. Please specify what other documents are needed that you are referring to? According to Nationwide, they are only asking me to comply with the policy conditions. My response: I have complied with every request currently. What specifically does Nationwide need? Please be specific; I am willing to comply? Again, below are the events and facts of my claim which is still open where payments are still delayed. Please let me know if there are further questions/concerns/or evidence needed to substantiate any statements I have made? Again thanks for your time and consideration.September 2014, I Phoned Nationwide to report an electrical home fire and submit a claim.I protected the property from further damage.Located a contractor for repairs Many damages were repaired/ but some were not (the ADT alarm system, range hood, in-wall damages) Nationwide failed to come to the home prior to the repairs even though they were notified.Nationwide reached my home days later during the repairs.A quote/bill for the damage repairs was submitted, but rejected by Nationwide.I Allowed Nationwide to send in a 2nd contractor to verify damages and the claim – [redacted] was brought in by Nationwide (this quote agreed with quote/bill I submitted yet the claim wasn’t paid)Nationwide stated I didn’t own my home based on Nationwide’s investigation. I submitted proof of ownership to Nationwide – Nationwide rejected the proof (my lien payoff and deed) and set the policy for cancellation. Nationwide later reinstated the policy due to faulty investigation methods.Nationwide ask me to submit to, an examination under oath. I agreed (on any given Saturday). Nationwide never contacted me back.Nationwide now wants to send in an electrician to assess damages AGAINI agreed. (Nationwide has yet to set a date with me to have this electrician visit the property)Nationwide now wants an examination under oath again. I agreed to the examination - June 13th. Now, I am asking Nationwide to turn my claim over to a different district so that it will be handled promptly and professionally? Thank you.Sincerely,[redacted]
This letter is in reply to the rejection of our original response by the complainant. The complainant rejected our response due to the lack of documentation regarding the short rate clause and the lack of disclosure of the rate.Nationwide has complied with all regulatory statues regarding the disclosure of the short rate procedure for automobile policies. The policy jacket, issued at the time of the inception of the policy specifically indicates as follows:“If the named insured or a premium finance company cancels this policy, the premium owed or premium refund due will be calculated according to the short rate provisions contained in our manuals. If we cancel this policy, any premium owed or premium refund will be calculated on a pro-rata basis.”All short rate provisions are filed with the state department of insurance as required by law. The balance due of $161.51 reflects premium owed up until the cancellation date plus one $25.00 Returned Item fee and one $3.00 installment fee. The premium was correctly calculated and cannot be waived.Please feel free to contact me if additional information is needed.Sincerely,Colleen F[redacted]
first and foremost I was not made aware of any restrictions until a claim was placed. When taking out the policy the representative "[redacted]" whom I was in contact made no such mention of any rider being available in regards to jewelry. Not to mention each year upon renewal no such matter was mentioned either. In regards to the response to my claim, a nationwide representative contact me after I myself had to make several calls to get the information I needed for the claim such as claim number. representative, etc. No one contact me until I made the calls and inquired about what was going on. That is not professional customer service. Their represntative [redacted] provided no such information other than a representative will contact you. I called early in the am and by that afternoon no one called me so I made calls myself to the main number. Once I reached out and left a message it was then that a representative reached me and that is the call that is recorded.
I personally called and spoke directly to his representative "[redacted]" and requested him to contact me several times. I also sent letters to the main office and CC's him on it and fowarded copies to their office.
The check was returned and I wrote on the back of the check not for purpose intended. There was no way I would accept any monies from a company with such poor response and lousey customer service. Nationwide was not on my side and I didnt not received proper handling of my account with them. I will not provide them with any such information regarding my new insurance carrier. It is none of their business and they did not value me as a customer. It shouldn't have even got to this point and that is the part they are failing to realize.
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This policy was originally written on December 13, 2013 and cancelled April 6, 2014 with only three payments being made; one was the down payment of $114.68, the second payment of $114.68 was set up to draft but came back insufficient funds. [redacted] did go into the Nationwide office of agent [redacted] and pay $120.00 to replace the returned Electronic Fund Transfer then Nationwide drafted $134.36 on February 14, 2014, which included the $114.68 plus the balance of the returned item fee of $25.00. During this time [redacted] inquired about adding her daughter, who would be listed as an “Inexperienced Operator”, to the policy, at the time she only had one vehicle. When Nationwide quoted adding her daughter she would be considered an occasional driver; however, at the time she added her daughter she also added a vehicle, thus changing the “Inexperienced Operator” from occasional to principal driver, changing the premium for that addition along with another the vehicle. Nationwide added her daughter and vehicle, but did not bill for the addition until the March payment. Agent [redacted]’s office advised [redacted] that in order to remove the daughter from the policy Nationwide would require proof that her daughter turned in her license or proof that she had insurance elsewhere.
When [redacted]'s daughter was licensed on February 10, 2014, she was added as a driver to the policy. A second vehicle was added to the policy on March 6, 2014, and her daughter was changed to a principal operator which carries a higher rate than an occasional operator. Just as [redacted] was advised her daughter could be removed by either turning in her driver’s license or verifying that she had insurance with another carrier. If she moved out of the household, her proof of residency would have to be verified. As none of this documentation was received, the daughter remained on the policy as a driver until the cancellation date of April 6, 2014.
When a Nationwide agent provides a quote on an existing policy, the insured is informed that it is an estimate. Once the quote is released and goes to processing, the agents have no control over pricing. In this case, the difference in quoted price was the difference from occasional to principal driver, plus adding a vehicle. Agent [redacted]’s office apologized for the difference in amount and explained to her that the rates that are given out when change is being made are an estimate only.
Sincerely,
[redacted]
[redacted]
Nationwide
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[redacted]
Thank you for your recent inquiry regarding a claim that was submitted by Ms. [redacted]. If I do not provide the information you need for this matter, please do not hesitate to let us know.Ms. [redacted] reported a claim on November 23, 2016 for the mysterious disappearance of a scheduled ring that...
occurred on or about March 28,2016. The claim was handled by Claims Adjuster Cory S[redacted]. The ring that was lost was scheduled on Ms. [redacted] policy in the amount of $3,850.00. This amount was based on an appraisal that was dated 10/20/12. We also received an appraisal from Ms. [redacted] during the claim investigation dated 9/27/14. This appraisal was not given to Nationwide prior to the claim being filed. We based our assessment on the appraisal dated on 10/20/12.We agreed to replace the ring and advised that an evaluation would be completed by a third party jeweler ([redacted]). [redacted] completed an evaluation based on the description provided on the declarations page in the amount of $2,618.20. This amount is based on a Market Value Report plus tax and shipping. [redacted] is willing to replace the ring with a sustainably identical ring for the estimated amount of $2,618.20. Ms. [redacted]’s jeweler [redacted] Diamonds quoted a replacement estimate in the amount of $4,700.00. We had [redacted] from [redacted] contact [redacted] Diamonds and discuss the estimate and pricing structure of the ring. [redacted] Diamonds stated that they understood the quote provided by [redacted] but would not be willing to accommodate at [redacted]s’s replacement cost.Ms. [redacted]’s policy states the following:Conditions[…]2. Loss settlement. Covered property losses are settled as follows:[…]C. Other property - the value of the property insured is not agreed upon but will be ascertained at the time of loss or damage. We will not pay more than the least of the following amounts:(1) the actual cash value of the property at the time of loss or damage;(2) the amount for which we or you could reasonably be expected to have the property repaired to its condition immediately prior to loss;(3) the amount for which we or you could reasonably be expected to replace the article with one substantially identical to the article lost or damaged; or(4) the amount of insurance.Based on the policy language and the estimate provided by [redacted] we believe that the settlement amount that was offered and paid is reasonable and customary for the ring replacement. A copy of the estimates, and settlement letters have been included for your review.I have left a voicemail and a follow up email for Ms. [redacted] to discuss the settlement conditions further. As of the date of this letter I have not been able to reach Ms. [redacted]. However, a follow up letter was mailed to her on 2/9/2017 expelling the policy conditions.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you require further assistance, please contact our Customer Advocacy Coordinator Joey L[redacted], at ###-###-#### or by email at [email protected],
This is unacceptable. If the calls were actually pulled you would hear my conversation with the agent stating that I am looking to save money. You will also hear that he asked me to send him a copy of my current plan. you will the hear the conversation where he acts as if he is saving me money and never actually explains that my premium has doubled. I am filing a formal complaint with the ** Dept of Business Regulation, Insurance Division.
Regards,
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Thank you for the opportunity to...
respond to the Revdex.com regarding policy
number ##### for [redacted] and to address her concerns about the policy.
On 7/28/2014, [redacted] purchased a six month insurance policy with a bill plan of 20%
down and 5 installments with an Electronic Funds Transfer (EFT) auto draft.
On 7/28/2014, [redacted] contacted our service center and advised that her son, [redacted], should not be excluded from her policy. [redacted] was advised that he would need to be rated or excluded on the policy per our underwriting guidelines. As [redacted]’s policy was purchased the same day and unable to be changed, per her request a pending endorsement was submitted to our underwriting department to change [redacted] to a rated driver effective 7/28/2014. On 8/5/2014, [redacted] was changed to a rated driver effective 7/28/2014 and a Motor Vehicle Report (MVR) was ordered. On 8/12/2014 a valid MVR for [redacted] was received and processed and the endorsement was completed showing an increase in premium in the amount of $648.20 for the term of the policy. On 8/13/2014 a declarations page and a revised EFT payment schedule were sent to [redacted] advising of the increase in premium. On 8/14/2014, [redacted]’s policy was canceled per her signed request effective 8/15/2014.
[redacted] was not advised of an increase in premium when she contacted our service center on 7/28/2014 for the change of [redacted] to rated as the change was not able to be processed at that time, but she was provided in writing a declarations page and payment schedule showing the increase.
As of this letter $35.23 remains due for coverage for which payment has not been received.
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]
We are in receipt of your request for information dated December 30, 2015 regarding the above referenced file.Mr. [redacted] is disputing the denial of claim [redacted]. He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of...
the day.Our records indicate Mr. [redacted] contacted our office twice on November 7, 2015. During the first call he inquired as to what wellness benefits he had used for the current term. The representative confirmed he had used the benefits for flea and heartworm prevention medication. Mr. [redacted] had indicated he wanted to take his pet in for an annual checkup. The representative confirmed he still had benefits available for the term and recommended Mr. [redacted] take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr. [redacted] inquired as to the expiration and renewal of the policy. He advised the representative that he decided not to renew and wanted to make sure the cancellation was in process. The representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr. [redacted] was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr. [redacted] then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr. [redacted] if he was logged into his account. (Our policyholders have the option to create an account known as the policyholder portal). The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (60 days prior to renewal.)Again, from the recorded call, it appears Mr. [redacted] was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr. [redacted] explained that he had been with us for a long time but due to the rate and other concerns it was not cost effective. Mr. [redacted] did mention he had just put in a claim for wellness for the current policy. There was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation email. The first screen asks the user to confirm the contact information and reason for cancellation. The screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation date. This is the date the policy will no longer be effective and coverage will no longer be extended for the insured pet. Remember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective date. Additionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr. [redacted] would have seen when he processed his cancellation. We have included screen shots with this response.Claim [redacted] was submitted on November 7, 2015 and does show a treatment date of November 7, 2015. The claim was denied appropriately in accordance with the terms of the policy contract. Mr. [redacted] chose to cancel the policy via the policyholder portal on November 7, 2015. As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.Should you require any further assistance in this matter, please contact our [redacted] Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Vincent G[redacted]