Crowne Plaza Louisville Airport

Thank you for your assistance with this matter.  As I have spoken with a number of various individuals regarding this accident and cannot remember the exact dates and times of all calls, I obtained a detailed call log from my cellular phone provider.  In her response, [redacted] asserts that all calls to [redacted] were returned, however, I have included the copy of my cellular phone records that indicate otherwise.  [redacted]’s claim that I spoke with [redacted] on September 17, 2014 is not indicated in the telephone records.  As seen in the records, [redacted]e did not call and speak with me on September 17, 2014.  The records show that 4 attempts at contact were made on September 8, 2014, none of which were returned.  During these attempts messages were left for both [redacted] and Nicole Albert.  I awaited a response for 19 days before I attempted to phone [redacted] again.  Messages were left for [redacted] again on September 27 and 29, and [redacted] finally answered a call that was made on September 30, 2014, as the records show this was a 6 minute telephone call.  It was during this conversation that [redacted] advised me to file the claim with my own insurance company as [redacted] was awaiting a statement of the accident from her insured.  When I informed [redacted] that I would be calling again for an update as the accident occurred approximately a month earlier she informed me that calling again nor filing a complaint with the [redacted] Department of Insurance would speed up this process and that she might just deny the claim.  The fact that [redacted] brought up the possible denial following this statement was taken as a threat if further action was taken. 
              As for proof of [redacted] denying the claim in retaliation for filing the complaint with the [redacted] Insurance Department, it seems impossible to prove [redacted]’s mental impressions and intentions, however the timing of the denial is extremely suspect.  I was informed by [redacted], who was the Consumer Services Investigator with the [redacted] Insurance Department that a fax was sent to [redacted], [redacted]’s direct supervisor and [redacted] telephoned [redacted] at work to inform her of the denial less than 48 hours after receiving the fax.  The timing of the denial coupled with the comments made directly to me in the September 30, 2014 telephone conversation rest solely on circumstantial evidence, however it seems impossible to have complete undeniable proof.  If [redacted] has any suggestions as to how she would like me to prove these allegations, I would be more than happy to attempt to obtain this evidence. 
               The repugnant behavior of Nationwide’s employees is only overshadowed by the fact that the company utterly refuses to admit a mistake.  While refusal to admit fault by placing blame on someone else may have excused behavior at the age of four, this type of conduct is not acceptable for professional adults.  The defamatory statements made by Nationwide’s insured, and repeated by Nationwide’s employees, regarding [redacted]’s driving capabilities are completely without merit and factually untrue.  To this date, I have be required to take time off from work and paid for gas to take my vehicle to the car dealership to have repairs made that were solely caused by Nationwide’s insured.  Furthermore, the mechanic that performed the repairs noted the location of the damage and inquired as to why my insurance company was paying for the damage as the placement clearly indicates that the other driver is at fault.  Nationwide is adamant to take this case to Intercompany Arbitration, which is further prolonging repayment to myself and my own insurance company as Nationwide is unable to prove the allegations made by their insured.  In the meantime, I have been denied the full use and enjoyment of my personal property from August 29, 2014 up to November 24, 2014.  Furthermore, in order to have the repairs made I was forced to take time off from work and have incurred additional expenses, such as the gas used to drive to the dealership, and have the money used to cover my deductible tied up until these two insurance companies decided to have this matter resolved.  If the conduct of Nationwide is acceptable, this to me is completely asinine. This conduct can only be likened to that of a dead-beat dad refusing to pay child support until absolutely forced to.  Should this behavior be allowed, no insurance company would ever admit liability and every single car accident that occurs would clog up the court system.  The recent actions of Nationwide stand as testimony for the need for attorneys and litigation when dealing with behemoth insurance companies.  Nationwide’s actions in this situation appear to be a delaying tactic as further evidenced by the fact that Nationwide is insisting on Intercompany Arbitration.  While Intercompany Arbitration will settle the matter between both insurance companies, it does absolutely nothing for me.  From the very beginning all I have received as a result of this accident is extreme stress and anxiety and in the end will only be rewarded with the exact amount of money I paid as my deductible, which was rightfully mine to begin with.  Also, Nationwide assumes that this is strictly a property damage case, however, that has not fully been determined at this point in time.  This whole experience has shown me that Nationwide Insurance Company and its agents are totally lacking in professionalism and would take any measures at my disposal not to recommend Nationwide Insurance Company to anyone.  Harleysville Insurance’s slogan is “Good people to know,” however; the company and I apparently have differing opinions on the definition of the word good. 
                                        ...⇄ Sincerely,             
                                                                                                                   [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]

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]

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]

Thank you for your latest request for an update on this inquiry.  At this time, the claim is still under investigation.  We have retained legal counsel who is communicating directly with Ms. [redacted]   We are requesting documentation in accordance with the terms and conditions of the insured’s policy.  We are only asking Ms. [redacted] to comply with the policy conditions.  If you have any further questions, feel free to contact me at ###-###-####.  Sincerely,  Ron H[redacted]

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

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]

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

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 (###-###-####

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]

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]

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]

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]

From: <[email protected]>Date: Thu, Sep 24, 2015 at 7:44 AMSubject: Complaint #10808985To: [email protected]:  Catherine McLaughlin Ms. McLauglin, I've attached our response. This material is intended for the use of the individual or entity to...

which it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure.  If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that any dissemination, distributions or copying of this communication is strictly prohibited.  If you have received this communication in error, please notify the sender immediately by telephone (collect, if required) and destroy this material accordingly.

We have received a request to review your claim as it pertains to your concerns with the vehicle repairs and rental charges. As was discussed with you in November 2016, the decal originally installed by the manufacturer on your vehicle has been discontinued and a replacement decal is provided...

through Ford. We realize the replacement decal is not the same as was on the vehicle. Unfortunately this is not something we can resolve, as the original decal is no longer available. The shop has issued payment to you for the decal and labor, and a check is included with this communication. We will also send you payment to allow for one (1) day of rental, which will be required to install another decal should you chose to go this route.As for the cost you incurred for Collision Deductible Waiver (CDW) when you obtained the rental vehicle from Enterprise, we would owe this if you do not have collision coverage on the vehicle involved in the loss. We will be happy to reimburse you for this cost but will need a copy of your policy declaration page to show you had no collision coverage during the time the rental was obtained.Thank you for choosing us for your important insurance protection. If you have any questions or concerns, please contact me at ###-###-#### or ###-###-####.Sincerely,Chris F[redacted]

[redacted]
 
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[redacted]
 
[redacted]...

[redacted]                        
[redacted] 
 
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
###-###-####
[redacted]

I have reviewed the above reference complaint and would like to respond.Ms. [redacted] completed an application for insurance coverage with Nationwide Non-Standard at 6:54AM on April 18, 2016 under policy #[redacted]. Ms. [redacted] then filed a claim for a hit and runaccident that she advised occurred around...

10:00 AM on that same day. When Ms. [redacted] filed theclaim, the application for policy #[redacted] had not been approved or processed by our Underwritingdepartment. As the new policy was not in our system, the Customer Service representative filed theclaim under a policy Ms. [redacted] had with Nationwide in 2015, policy #[redacted].Claims adjuster [redacted] spoke with Ms. [redacted] less than two hours after the claim was filedand advised Ms. [redacted] that policy #[redacted] had cancelled effective May 5, 2015. At this time, Ms.[redacted] did not make any mention of a policy application for policy #[redacted] with Nationwide andstated to Ms. [redacted] that she had Allstate insurance. Ms. [redacted] advised for Ms. [redacted] to file theclaim with her Allstate policy since she was advised that policy was active at the time of loss.On April 19, 2016, the associate received an alert that there was a new policy, policy #[redacted]. Ms.[redacted] then called Ms. [redacted] to advise of the active policy and took a recorded statement inregards to the facts of loss. I reviewed the recorded statement and Ms. [redacted] asked all of theappropriate questions necessary to complete an investigation.On April 25, 2016, the payment to instate policy #[redacted] was returned for non-sufficient funds andpolicy #[redacted] was cancelled back to inception. I advised Ms. [redacted] that policy #[redacted] wascancelled back to inception and there was no coverage for this loss. Ms. [redacted] advised that whenshe was told policy #[redacted] was cancelled during her initial conversation with Ms. [redacted], shecalled her bank to stop the payment that she had made to instate policy #[redacted]. I explained toMs. [redacted] that she was not advised to stop the payment and in doing so, policy #[redacted]cancelled back to inception.In conclusion, our investigation revealed that there was no coverage for this date of loss under policy#[redacted] or policy #[redacted] and the claim was denied due to lack of coverage.If you require further assistance, please contact our [redacted], Lance R[redacted],at ###-###-#### or by email at [redacted].Sincerely,Dudley S[redacted]

Thank you for the opportunity to respond to [redacted]’s inquiry. Per notes from the [redacted], the named insured, [redacted] went to the agency 12/9/15 to obtain a quote for auto insurance.  The payment plan [redacted] chose when he decided to bind coverage was the EFT pay...

plan.  This plan required a down payment of 25% of the term premium, which was $284.85. On 1/12/2015, [redacted] phoned the agency to remove a vehicle from his policy.  The policy premium decreased as a result of this change. On 1/20/2015, there was a premium increase to the policy.  Victoria Automobile Insurance mailed [redacted] a letter dated 12/9/2014 requesting documentation that an incident from 11/15/2012 under driver 2, [redacted] was a “not at-fault” accident. The requested information was not received, so the policy points were changed and backdated to the inception date. The agency staff discussed this with [redacted], and he appeared to understand why the policy increased. On 1/27/2015, [redacted] went to the agency to sign a cancellation request. Prior to making the decision to cancel, he called and inquired about the cancellation process. At that time, he was informed that a mid-term cancellation would be subject to short-rating according to company guidelines. He asked for further details regarding why and how this is calculated, and the agency explained.  After several conversations with the agency staff about the process, [redacted] elected to cancel his policy effective 1/27/2015. The agency monitored the policy to ensure the cancellation processed timely.  On 2/11/2015, they called [redacted] to advise he would receive a refund of $19.20. The agency preemptively informs their clients of the possibility of a balance after cancelling the policy mid-term.  Short-rate cancellations are not processed at a agency level so there is no way for the agency to know if the clients will receive a bill or a refund until the cancellation is processed. The agency felt they maintained a good agent-client relationship with [redacted] and kept him informed of policy changes. Enclosed is a copy of the SC policy which outlines the short-rate process for mid-term cancellations.  If you have any further questions, please contact our Customer Relations at ###-###-####.Sincerely,[redacted]Centralized Sales Operations Nationwide ###-###-####[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],