I have read Mr.G[redacted]'s response, I wonder if all information is being relayed between all nationwide reps. There is no mention of the appraisal I received from my third party of $2,175.00 diminished value or any mention of verbal communication with rep. Monica F[redacted] of further negotiation. Her offer was $1,342.00 diminished value, plus $100.00 for loss of use of vehicle during transmission repairs. We also discussed a rental fee for a car at $99.90, during D&D evaluation of transmission issue dating back to 11/17/2014 ( it has taken that long to get resolution on damage!). In which she stated would be covered, as the car was needed for medical appointments resulting from the wreck. As in the fax I sent to B.B.B & Monica F[redacted], I would settle at the middle of both third party appraisals of between $1,000.00 and $2,175.00 at a total of $1,587.50 plus the $100.00 loss of use comp. and reimbursement of rental car expense. Monica stated she would take this to the table and get back to me. That was 11/19/2015. I had not heard from any nationwide rep. until this e-mail. There was NO mention of final offer as stated by Mr.G[redacted]! I will fax you a copy of rental car receipt for your records.Thank You,
[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.
Attached is a copy of my April 4, 2015 statement from Nationwide stating 1 mo payment April 4 - May 4 is $63.80 page 1 It cleared my bank on 4-2-15 so it was not late Page 2 attached.Page 3 is part of your letter stating they cancelled on April 28, 2015 Insurance was paid through May 4, 2015 so why do I woe according to Nationwide $32.50. There is no reason for fees.
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]
[redacted]1 have received a tetter from natIonwlde explalnlng their side, I also have evidence that some is not true,1 have faxed over a phone bg stating the tlrnes they called and when I called them in the m~nthof Mayand part of June. Narionwlde clearly states that they called three different tlmes and have left messageseach tlme, those dates are 5/28/14, S/30/14, and 6/2/14, but my phone log says otherwise. 1 ealledthe rn on 5/21/14,5/22/14 (twice), 5/23/14 (twice), 5/27/14,6/03/14 (twlce), 6/06/14, and 6/09/14 andonly two tlrnes they called back, those dates are 6/03/14 and 6/06/14. All the phone calls I made tathem 1 spoke to someone. It states haw long each ph~neca ll was made for as well, They only called metwo times In the month of May only to return my phone call 1 made to them. I did not know abnut mypolicy canceling untll the end of May after it had already been canceied since 5/13/14. It also shows thatI spoke to them all through the month of May, which makes you wander why dldn't anyone state thatmy pollcy was already canceled? f hey keep saying in their letter that It was "going" to be canceled buton 5/13/14 It was nalready" canceled, 1 was unaware of It belng canceled, they have told me they sentout letters stating that It was going to be canceled, I have moved twlce slnce I starced with natlonwldeand the end of May 1 was on vacation in another state. I have not recelved the letters they sent to me,though 1 have called and talked to an employee and they are supposed to be sending me a copy of the"letters" they sent before. I have also faxed a copy of my bank statement showing the days I've paidthem and how much. I have paid well over $2,000 just since May. It's not rlght t4 treat customers thlsway, thls problem should have never come about. I kept In touch wlth them all throughout the month,to be told one thing and them do another Is not rlght. I can't afford to fork out 600 dollars because theysupposedly sent letters and dldn't tell me anything over the phone. I just want my money back and mypayments Iourer. And It makes me wonder why Jeff is no longer employed with them.. Nationwide Is nota good company to be wlth. Their employees are very uneducated as weP. 1 was told my payment Isgolng from 277 to 285 after I recently had to pay anather renewal fee (I was also told my paymentswould be going down not up). The lady told me B was a surcharge, but Victoria Company tells me it's myrates. Why can't anyone tell me whar's golng on? f he actual truth1 I was also told by these two ladlesthat my renewal fee was due on the 3d of December, just like I've been paying my payments, I calledDecember 3 1fo~r one of the ladies to tell me that I was on the list for another cancelmtlon because the3Pdw as the last day to pay it, Seems like even though they told me to pay It on thls day, It would havebeeh "nlyu fault again. I don't understand how a company can b~ so unorganized and want as muchmoney as they can get from you, in the past I dld try to make my rates go lower because I'm a workingmother of about to be two and to have low payments would be a blessing. But seems like that madethings worse as well. All I want Is thlngs to be right,[redacted]As I said in the first letter typed, Nationwide wassupposed to resend letters of the cancelation notice. Ireceived only one letter. This is clear as day for people tosee how much nationwide is unorganized and a BIG lie! Itnow states I was canceled on 5/02/14. But they have intheir records that I was canceled on 5/13/14.. And itstates in the letter they sent to the Revdex.com that it wascanceled on 5/13/14. They also state in the letter thatthey sent me three different notices, but they only sentme one (if they really even sent it to me), Also on thenotice it says that I paid my payment on 3/28/14 but inmy bank statement it shows that I paid it 3/17/14. If thisisn't enough proof to show how bad this company is thenI'm not sure what more I could prove. As I said before Ijust want a refund and my payments lower.
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]
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]
Some of the items stated in the response were incorrect. No correspondence was sent to me from this department. I have identified this was true in speaking with the new rep today and the address that was on file was incorrect. I actually had to request a copy of the letter for my claim rep (handled car repairs) in order to view any info needed by this dept. This is why it was not returned until September. No follow up/ email or call was placed to me my the account rep unless I initiated the response. Even when I Emailed the supervisor I still did not receive a response until Revdex.com got involved. Please verify with the system my correct address was placed in the system today. My complaint was based on the need to understand how the offer was calculated and the lack of care that was taken with me as a customer. I am also gave the rep all of the documentation I had regarding the accidents and clearly explained to her the one I did not have paper work for. My current rep has resolved any issues that could have been handled weeks ago. I am in hopes that my feedback and frustrations will lead to some type of change in providing better customer service. I definitely am very disappointed in how I was treated as a potential customer and will never do business with nationwide for insurance.
Regards,
[redacted]
This letter is in response to your inquiry and the complaint filed by [redacted]. In his letter, Mr. [redacted] stated that his claim was incorrectly denied and is seeking reimbursement for $215.00 in damages sustained. I have reviewed the loss and respond accordingly. [redacted] is...
insured with Titan Insurance, a Nationwide company. An employee for [redacted] was operating a commercial cement truck and Mr. [redacted] was operating a Dodge Caravan, owned by [redacted] Rental, at the time of loss. Mr. [redacted] advised that the loss occurred while both vehicles were traveling on highway 288 in Humble, TX on or about July 30, 2016. Mr. [redacted] stated stone and debris came from our insured’s vehicle and struck his windshield, resulting in damage. [redacted] has denied involvement in the loss. Mr. [redacted] obtained information for [redacted] off of the truck. Our insured was not notified at the time of loss or stopped at the scene of loss. Although Mr. [redacted] contacted local authorities, they did not respond and a report was not filed at the scene. [redacted] was contacted by phone and letter by Mr. [redacted] after the alleged incident. There was no other independent witness or way to verify that our insured was involved in the loss or legally liable for an unsecured load. In addition, there was no way to confirm if Mr. [redacted]’s damages were sustained due to road hazard. The first notification of the loss was reported to Titan Insurance, a Nationwide company, on November 19, 2016. The liability decision was finalized and communicated on November 30, 2016. Mr. [redacted] was advised of the liability decision verbally and in writing. Our obligation is to pay only claims for which our insured is legally liable for. Based on the information we obtained, there was not independent evidence to show that [redacted] was involved in this incident or that they were liable for damages sustained to Mr. [redacted]’s rental vehicle. Based on this, we respectfully denied liability for any an all claims. Should Mr. [redacted] provide additional information not already considered, we can review our decision. If you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Charity W[redacted] or by email at [redacted]@nationwide.com. Sincerely,Todd G[redacted]
[redacted] has yet to respond to [redacted]' complaint regarding the diminished value based on what the car accident did to [redacted]' CARFAX report. Please respond to this concern. Revdex.com can you see [redacted]' blatantly ignoring [redacted]' concern regarding how his diminished value amount of $200 does not factor in how his now comprised Carfax report affects the current resale value of his vehicle? The reason this question has not been answered in any of our emails to Nationwide is because they have not factored the comprised Carfax report into the $200. If Nationwide factored the diminished value regarding the comprised Carfax report, the statement regarding the reasons why they choose to only pay $200 would have specifically stated this (but it did not) and second, they would have made [redacted]' whole in this situation (but they did not). [redacted]' is left at a loss in this situation and the only thing that can make this situation right and whole again is if [redacted]' is given compensation for the true diminished value. FYI- [redacted]' has not heard any correspondence regarding [redacted]' alleged contact with the [redacted] State Office of the Insurance Commissioner. [redacted]' clearly reveals that he has had no contact with the State Commissioner because he so eloquently stated that he responded to the "State of [redacted] Department of Insurance," however, there is no such thing as the "State of [redacted] Department of Insurance." I believe [redacted]' meant to lie about contacting the "[redacted] State Office of the Insurance Commissioner." [redacted]', Nationwide, or whoever...please take [redacted]' seriously and give him the compensation he is owed. Regards and Happy Holidays!
I am in receipt of your correspondence dated February 5, 2015, addressed to the Office of Customer Advocacy, regarding [redacted]. In her statement of the problem, [redacted] would like a detailed explanation on the premium changes during the policy term and the billing amounts. I will be happy...
to respond to the concerns of our member.On September 9, 2014, [redacted] contacted Nationwide Sales via telephone for an automobile quote. A multi-policy discount was added to the policy, because the member agreed to obtain both an automobile and property policy on that date. The amount of the multi-policy discount varies based on the type of property product obtained. The discount was input as though the member owned her home, instead of as a tenant (renter’s) policy. The discount was correctly adjusted after policy inception, during the Underwriting discovery period, which resulted in an increased premium on the automobile policy of $180.56. Feedback has been provided to the leadership of the sales agent involved for adding the discount incorrectly at policy inception.The auto policy was started effective September 12, 2014. The six month premium was $1,029.56, ending on March 12, 2015. The monthly payment was $171.59. On October 15, 2014, the multi-policy discount was corrected effective September 12, 2014, to reflect renting rather than owning a home. This change increased the full term premium to $1,210.12 with six month payments of $201.68. This change created a premium not billed for September 12, 2014 through November 12, 2014 in the amount of $60.19 that would be divided over the remaining four months. This made the new billing amount $216.73 or $201.68 plus $15.04, one fourth of the $60.18.On December 22, 2014, [redacted] replaced a vehicle on the policy effective December 21, 2014. This change created a prorated increase on the policy of $226.65 from December 21, 2014, to March 12, 2015.On January 20, 2015, [redacted] requested to cancel the policy effective the same day. The cancellation process was completed the same day the warning notice was mailed. The notice mailed was a reminder that the January 22, 2015 payment for $340.93 had not been received. This billing statement was closed once the cancellation was completed.On Janruary 22, 2015, [redacted] was connected with our escalation team and was quoted a prorated balance owed for the policy at $176.58. This balance included the prorated premium owed from inception to cancellation. When the December payment was received it was a prorated payment from December 12, 2014, to January 12, 2015, and the policy was cancelled on January 20, 2015.The premium due after the cancellation can be broken down into three portions to make it clearer. The first portion of $30.10 was the remaining premium owed for September and October of the original $60.19 uncollected premium due. The second portion comes from the vehicle and coverage change on December 21, 2014. This increased premium was from December 21, 2014, to January 12, 2015, at $61.56. The last portion of $85.60 is from the newly adjusted premium for both vehicles from January 12, 2015, to January 20, 2015. The original final bill included a late fee of $10.00 for a total amount owed of $187.26. We have removed a previously paid installment fee of $6.00 and the late fee of $10.00 making the remaining balance owed only $171.26.We hope this explanation on why premium is still owed will help [redacted] understand the premium changes and the amount owed. We are including a billing breakdown on the account to provide a timeline of this information, along with additional documentation, to assist in understanding this transaction.We apologize for any confusion that may have been caused. If we may offer any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] direct at ###-###-#### or by email at [redacted]Sincerely,[redacted] [redacted] [redacted]Nationwide Insurance Company of America###-###-####[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11015809
I am rejecting this response because:
First, it was already discussed with Ms. Melissa that the insurance will be backdated so that there is no lapse showing in coverage showing by DMV. For some reason, she decided to just sent reimbursements for fines we paid to DMV; instead she was supposed to rectify this situation with DMV and get our records clear with DMV first. To this date, this has not been done.What I don't understand is that, why do I have to pay insurance for backdated insurance? Usually we pay insurance for future, not for our past.Only thing I want to be rectified is that there is no lapse in insurance. Why do I have to pay for something for something that there is no risk involved for your company.Basically, Nationwide is just benefiting for this situation. Nationwide is definitely not on my side, they are just doing business and dirty one.Second, I don't have taxi receipts. Ok, so Nationwide needs receipts. Fine don't give me taxi reimbursements. But, what happened to NOT providing me rental cars for which NationWide was wholly solely responsible.Why didn't you advise me that my cars will be suspended if I remove the liability insurance? You are not agreeing this fault of yours? So, basically you created all this problem for me, and now you just want my money without making things any better for me? Only for your business, and in a very dirty way.You sure are doing DIRTY BUSINESS. I hate Nationwide from now on, and will strongly urge my family and friends about this situation.
Regards,[redacted]
Thank you for your recent inquiry regarding a complaint you received from (insert name of the complainant). As Personal Lines Underwriter, I have reviewed this claim file and would like to address [redacted]’s concerns. If I do not provide the information you need for this matter, please do not...
hesitate to let me know.[redacted] had a personal lines homeowners policy.The concern regarding the cancellationThe letter [redacted] received dated April 6, 2015 outlined the hazards that were found during the inspection of his home. As mentioned in the letter, we would be able to retain the homeowner’s policy with proof of the requested repairs. (see attached letter)Since the repairs were not shown to be completed the policy canceled effective May 11, 2015.The concern regarding the refundThe Homeowner policy began on February 13, 2015, and Nationwide charged $998.10 for the annual policy premium. The policy was in force for 87 days.- On February 13, 2015, we received a payment for the amount of $83.17, which lowered the balance due to $914.93.- On March 17, 2015, we received a payment for the amount of $83.18, which lowered the balance due to $831.75.- The policy cancelled due to rejection effective May 11, 2015, and $760.16 was credited to the billing account in unearned premium leaving a collection amount due of $71.59.On April 16, 2015, Nationwide sent a Final Homeowner Bill for the amount of $71.59 due by May 11, 2015 (see attached). The amount of $71.59 is a valid amount due for insurance protection provided. There are no refunds for this policy.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call [redacted], Office of Customer Advocacy [redacted] at ###-###-#### or email her at [redacted].Sincerely,[redacted]Nationwide Insurance###-###-####[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is more than satisfactory to me. Nationwide went above and beyond what they were required to do. I very much appreciate that and my interactions with [redacted]
Regards,
[redacted]
As I've stated in my previous rejections the total premium (paid in full) for Oct 23, 2014 thru Oct 23, 2015 was $2759.32. Due to nationwide error (square footage increase that we didn't have) the policy increased to $4264.89. When the square footage was FINALLY corrected (because I was so persistent) the premium was brought down to $2982.46. The difference from the contract date to the 2015 renewal date was $223.14 not $1505.57. The $2759.32 was not a partial payment. It was the premium paid in full for the year UNLESS there was a REASON for increase. I didn't make any changes/additions to my home to increase the premium from $2759.32. Refer to the declaration I sent from Nationwide dated Aug 25,2015 showing the premium of $2982.46 for the dates of Oct 23,2014 thru Oct 23, 2015 so where did the $3524.11 come from? I have never received that declaration for $3524.11. I did receive the declaration dated Sept. 23, 2015 for the renewal premium of $3134.21. Why is the premium for the 2015/2016 year less than the $3524.11 premium for 2014/2015 year? I'm sorry but none of your responses are acceptable. There should not have been an increase. The increase for the additional $1505.57 was unfounded hence the premium being brought back down to $2982.46 for the 2014/2015 year. My agent [redacted] assured me that the premium that I paid in full for the year was not a partial payment and he could not find a reason why it increased $1505.57. Last, (document sent from [redacted]) if Nationwide already received $4264.89 for the 2014/2015 year why did Nationwide bill [redacted] again on July 20, 2015 for an additional $3774.04 asking for a partial payment of $1321.37 for policy period Nov 10, 2014 thru Nov 10, 2015? That's a total of $8038.93 for one year of insurance for my modest 1989 house that we purchased as a "project" for $147,000. How can you expect me to accept your answers when it would have continued if [redacted] didn't refuse to pay the $1321.37 when nationwide billed 18 days after receiving $1505.57? I don't trust your answers or Nationwide. I still believe Nationwide owes me money. After the mistake was corrected I only owed $223.14 which I would have gladly paid. So Nationwide can't justify keeping $764.81 when at the same time you admit to the error by bringing the premium back down to $2982.46. Then billing for the 2015/2016 year for $3134.21.
Regards, [redacted]
While she confirmed most my experience they were never able to further assist me which is why I had to find financing elsewhere which they were able to finance me in less than a week as I had all the documents and information ready at hand like I did with nationwide. Given my prior experience with Nationwide when I applied for a loan about 3 years ago they have made few changes which I believe are not for the best and delays the process as it did in this scenario. The fact that the customer service reps are unable to even provide a simple fax number correctly is beyond my understanding as this happened 2 times. I hope that with this complaint Nationwide is able to properly train their staff and make changes for the better. Maybe next time I need a loan ill give them one more try however this one did not go according to their promise about how simple and fast their loans are.
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted],. I have submitted documents required to contest VPI denial decision for my cat, [redacted]. This week, I reviewed the case with a VPI agent and one of their underwriters. It was pointed out to me that while my cat, [redacted] did have a rhinitis exclusion placed on her policy, there is no supporting documentation to have placed the exclusion. She has never had rhinitis, nor a related diagnosis prior to the current office visit, therefore no pre-existing condition has occurred. My vet's office is deeply involved in this case and has spoken in my defense with VPI. They will support my Review of Claim submission with appropriate documentation. I hope for a fair resolution of [redacted]'s claim.Yes, ? did choose remove my other cat [redacted] from VPI insurance. Like [redacted], she's also been covered by VPI since 2007 under a "Superior" plan. At the end of 2014, and the beginning of this year, she developed a serious illness and had to be hospitalized for over a week. She required surgery and supportive care. Her bill was approximately $5,000 but VPI paid less than 44% on the claims submitted. I've paid more than double in plan payments than the amount reimbursed. In my world, that's a terrible return on investment. Having [redacted]'s claim completely denied was the final straw, so I moved [redacted] to another company's plan.In closing, I hope that we can reach a resolution in [redacted]'s case. No client wants to battle a company in order to receive fair treatment. It's stressful and frustrating. It's also bad business for VPI/Nationwide. Today, consumers not only have multiple choices regarding their purchasing choices, but the ability to rate companies on their customer experience. It's much better for all parties involved to resolve issues quickly and easily. I appreciate VPI's willingness to review [redacted]'s claim and the Revdex.com for mediating.
Regards, [redacted]
I was made aware of this claim file yesterday. I have communicated with both Mr. and Mrs. [redacted] regarding the settlement amount. They understand the total loss process and the settlement amount presented. They are not in agreement with the amount at this time and we are working towards...
resolution. We hope to have this verbally settled today.
In addition, we have sent the required documentation to them for signatures. They understand it will need to be mailed back to Nationwide Insurance with the title.
We hope we can release settlement monies today, on good faith that the owners will mail the required paperwork to our office today.
Typically we must wait until the paperwork is received and is correct prior to 100% release of settlement money. However, given some time delay issues we have made an exception.
Sincerely, Sean C[redacted]
An email was sent to Mr. [redacted] this morning. The appropriate department has been notified to remove his information from the "Do Not Call List". Thank you [redacted]
[redacted]Dear [redacted]:Thank you for contacting Nationwide to request that we...
add your phone number to our Do Not Call List.We have processed your request effective 11/04/2016, the date we received your notification.Our phone lists are prepared in advance, please allow approximately 30 days for your information to be completely removed from our lists. If you need additional help or have any questions, please contact me directly and reference Nationwide OCR Ref # [redacted] Sincerely,[redacted]Nationwide InsuranceCustomer Advocacy Coordinator
No response from [redacted] in [redacted]. No responsibility accepted here on this response. Why can't the paperwork be "in an easily readable format", per #5 on Scottsdale Insurance Company's "Residential Property Policyholder Bill of Rights". Regards. [redacted]
I have read Mr.G[redacted]'s response, I wonder if all information is being relayed between all nationwide reps. There is no mention of the appraisal I received from my third party of $2,175.00 diminished value or any mention of verbal communication with rep. Monica F[redacted] of further negotiation. Her offer was $1,342.00 diminished value, plus $100.00 for loss of use of vehicle during transmission repairs. We also discussed a rental fee for a car at $99.90, during D&D evaluation of transmission issue dating back to 11/17/2014 ( it has taken that long to get resolution on damage!). In which she stated would be covered, as the car was needed for medical appointments resulting from the wreck. As in the fax I sent to B.B.B & Monica F[redacted], I would settle at the middle of both third party appraisals of between $1,000.00 and $2,175.00 at a total of $1,587.50 plus the $100.00 loss of use comp. and reimbursement of rental car expense. Monica stated she would take this to the table and get back to me. That was 11/19/2015. I had not heard from any nationwide rep. until this e-mail. There was NO mention of final offer as stated by Mr.G[redacted]! I will fax you a copy of rental car receipt for your records.Thank You,
[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.
Attached is a copy of my April 4, 2015 statement from Nationwide stating 1 mo payment April 4 - May 4 is $63.80 page 1 It cleared my bank on 4-2-15 so it was not late Page 2 attached.Page 3 is part of your letter stating they cancelled on April 28, 2015 Insurance was paid through May 4, 2015 so why do I woe according to Nationwide $32.50. There is no reason for fees.
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]
[redacted]1 have received a tetter from natIonwlde explalnlng their side, I also have evidence that some is not true,1 have faxed over a phone bg stating the tlrnes they called and when I called them in the m~nthof Mayand part of June. Narionwlde clearly states that they called three different tlmes and have left messageseach tlme, those dates are 5/28/14, S/30/14, and 6/2/14, but my phone log says otherwise. 1 ealledthe rn on 5/21/14,5/22/14 (twice), 5/23/14 (twice), 5/27/14,6/03/14 (twlce), 6/06/14, and 6/09/14 andonly two tlrnes they called back, those dates are 6/03/14 and 6/06/14. All the phone calls I made tathem 1 spoke to someone. It states haw long each ph~neca ll was made for as well, They only called metwo times In the month of May only to return my phone call 1 made to them. I did not know abnut mypolicy canceling untll the end of May after it had already been canceied since 5/13/14. It also shows thatI spoke to them all through the month of May, which makes you wander why dldn't anyone state thatmy pollcy was already canceled? f hey keep saying in their letter that It was "going" to be canceled buton 5/13/14 It was nalready" canceled, 1 was unaware of It belng canceled, they have told me they sentout letters stating that It was going to be canceled, I have moved twlce slnce I starced with natlonwldeand the end of May 1 was on vacation in another state. I have not recelved the letters they sent to me,though 1 have called and talked to an employee and they are supposed to be sending me a copy of the"letters" they sent before. I have also faxed a copy of my bank statement showing the days I've paidthem and how much. I have paid well over $2,000 just since May. It's not rlght t4 treat customers thlsway, thls problem should have never come about. I kept In touch wlth them all throughout the month,to be told one thing and them do another Is not rlght. I can't afford to fork out 600 dollars because theysupposedly sent letters and dldn't tell me anything over the phone. I just want my money back and mypayments Iourer. And It makes me wonder why Jeff is no longer employed with them.. Nationwide Is nota good company to be wlth. Their employees are very uneducated as weP. 1 was told my payment Isgolng from 277 to 285 after I recently had to pay anather renewal fee (I was also told my paymentswould be going down not up). The lady told me B was a surcharge, but Victoria Company tells me it's myrates. Why can't anyone tell me whar's golng on? f he actual truth1 I was also told by these two ladlesthat my renewal fee was due on the 3d of December, just like I've been paying my payments, I calledDecember 3 1fo~r one of the ladies to tell me that I was on the list for another cancelmtlon because the3Pdw as the last day to pay it, Seems like even though they told me to pay It on thls day, It would havebeeh "nlyu fault again. I don't understand how a company can b~ so unorganized and want as muchmoney as they can get from you, in the past I dld try to make my rates go lower because I'm a workingmother of about to be two and to have low payments would be a blessing. But seems like that madethings worse as well. All I want Is thlngs to be right,[redacted]As I said in the first letter typed, Nationwide wassupposed to resend letters of the cancelation notice. Ireceived only one letter. This is clear as day for people tosee how much nationwide is unorganized and a BIG lie! Itnow states I was canceled on 5/02/14. But they have intheir records that I was canceled on 5/13/14.. And itstates in the letter they sent to the Revdex.com that it wascanceled on 5/13/14. They also state in the letter thatthey sent me three different notices, but they only sentme one (if they really even sent it to me), Also on thenotice it says that I paid my payment on 3/28/14 but inmy bank statement it shows that I paid it 3/17/14. If thisisn't enough proof to show how bad this company is thenI'm not sure what more I could prove. As I said before Ijust want a refund and my payments lower.
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]
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]
Some of the items stated in the response were incorrect. No correspondence was sent to me from this department. I have identified this was true in speaking with the new rep today and the address that was on file was incorrect. I actually had to request a copy of the letter for my claim rep (handled car repairs) in order to view any info needed by this dept. This is why it was not returned until September. No follow up/ email or call was placed to me my the account rep unless I initiated the response. Even when I Emailed the supervisor I still did not receive a response until Revdex.com got involved. Please verify with the system my correct address was placed in the system today. My complaint was based on the need to understand how the offer was calculated and the lack of care that was taken with me as a customer. I am also gave the rep all of the documentation I had regarding the accidents and clearly explained to her the one I did not have paper work for. My current rep has resolved any issues that could have been handled weeks ago. I am in hopes that my feedback and frustrations will lead to some type of change in providing better customer service. I definitely am very disappointed in how I was treated as a potential customer and will never do business with nationwide for insurance.
Regards,
[redacted]
This letter is in response to your inquiry and the complaint filed by [redacted]. In his letter, Mr. [redacted] stated that his claim was incorrectly denied and is seeking reimbursement for $215.00 in damages sustained. I have reviewed the loss and respond accordingly. [redacted] is...
insured with Titan Insurance, a Nationwide company. An employee for [redacted] was operating a commercial cement truck and Mr. [redacted] was operating a Dodge Caravan, owned by [redacted] Rental, at the time of loss. Mr. [redacted] advised that the loss occurred while both vehicles were traveling on highway 288 in Humble, TX on or about July 30, 2016. Mr. [redacted] stated stone and debris came from our insured’s vehicle and struck his windshield, resulting in damage. [redacted] has denied involvement in the loss. Mr. [redacted] obtained information for [redacted] off of the truck. Our insured was not notified at the time of loss or stopped at the scene of loss. Although Mr. [redacted] contacted local authorities, they did not respond and a report was not filed at the scene. [redacted] was contacted by phone and letter by Mr. [redacted] after the alleged incident. There was no other independent witness or way to verify that our insured was involved in the loss or legally liable for an unsecured load. In addition, there was no way to confirm if Mr. [redacted]’s damages were sustained due to road hazard. The first notification of the loss was reported to Titan Insurance, a Nationwide company, on November 19, 2016. The liability decision was finalized and communicated on November 30, 2016. Mr. [redacted] was advised of the liability decision verbally and in writing. Our obligation is to pay only claims for which our insured is legally liable for. Based on the information we obtained, there was not independent evidence to show that [redacted] was involved in this incident or that they were liable for damages sustained to Mr. [redacted]’s rental vehicle. Based on this, we respectfully denied liability for any an all claims. Should Mr. [redacted] provide additional information not already considered, we can review our decision. If you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Charity W[redacted] or by email at [redacted]@nationwide.com. Sincerely,Todd G[redacted]
[redacted] has yet to respond to [redacted]' complaint regarding the diminished value based on what the car accident did to [redacted]' CARFAX report. Please respond to this concern. Revdex.com can you see [redacted]' blatantly ignoring [redacted]' concern regarding how his diminished value amount of $200 does not factor in how his now comprised Carfax report affects the current resale value of his vehicle? The reason this question has not been answered in any of our emails to Nationwide is because they have not factored the comprised Carfax report into the $200. If Nationwide factored the diminished value regarding the comprised Carfax report, the statement regarding the reasons why they choose to only pay $200 would have specifically stated this (but it did not) and second, they would have made [redacted]' whole in this situation (but they did not). [redacted]' is left at a loss in this situation and the only thing that can make this situation right and whole again is if [redacted]' is given compensation for the true diminished value. FYI- [redacted]' has not heard any correspondence regarding [redacted]' alleged contact with the [redacted] State Office of the Insurance Commissioner. [redacted]' clearly reveals that he has had no contact with the State Commissioner because he so eloquently stated that he responded to the "State of [redacted] Department of Insurance," however, there is no such thing as the "State of [redacted] Department of Insurance." I believe [redacted]' meant to lie about contacting the "[redacted] State Office of the Insurance Commissioner." [redacted]', Nationwide, or whoever...please take [redacted]' seriously and give him the compensation he is owed. Regards and Happy Holidays!
I am in receipt of your correspondence dated February 5, 2015, addressed to the Office of Customer Advocacy, regarding [redacted]. In her statement of the problem, [redacted] would like a detailed explanation on the premium changes during the policy term and the billing amounts. I will be happy...
to respond to the concerns of our member.On September 9, 2014, [redacted] contacted Nationwide Sales via telephone for an automobile quote. A multi-policy discount was added to the policy, because the member agreed to obtain both an automobile and property policy on that date. The amount of the multi-policy discount varies based on the type of property product obtained. The discount was input as though the member owned her home, instead of as a tenant (renter’s) policy. The discount was correctly adjusted after policy inception, during the Underwriting discovery period, which resulted in an increased premium on the automobile policy of $180.56. Feedback has been provided to the leadership of the sales agent involved for adding the discount incorrectly at policy inception.The auto policy was started effective September 12, 2014. The six month premium was $1,029.56, ending on March 12, 2015. The monthly payment was $171.59. On October 15, 2014, the multi-policy discount was corrected effective September 12, 2014, to reflect renting rather than owning a home. This change increased the full term premium to $1,210.12 with six month payments of $201.68. This change created a premium not billed for September 12, 2014 through November 12, 2014 in the amount of $60.19 that would be divided over the remaining four months. This made the new billing amount $216.73 or $201.68 plus $15.04, one fourth of the $60.18.On December 22, 2014, [redacted] replaced a vehicle on the policy effective December 21, 2014. This change created a prorated increase on the policy of $226.65 from December 21, 2014, to March 12, 2015.On January 20, 2015, [redacted] requested to cancel the policy effective the same day. The cancellation process was completed the same day the warning notice was mailed. The notice mailed was a reminder that the January 22, 2015 payment for $340.93 had not been received. This billing statement was closed once the cancellation was completed.On Janruary 22, 2015, [redacted] was connected with our escalation team and was quoted a prorated balance owed for the policy at $176.58. This balance included the prorated premium owed from inception to cancellation. When the December payment was received it was a prorated payment from December 12, 2014, to January 12, 2015, and the policy was cancelled on January 20, 2015.The premium due after the cancellation can be broken down into three portions to make it clearer. The first portion of $30.10 was the remaining premium owed for September and October of the original $60.19 uncollected premium due. The second portion comes from the vehicle and coverage change on December 21, 2014. This increased premium was from December 21, 2014, to January 12, 2015, at $61.56. The last portion of $85.60 is from the newly adjusted premium for both vehicles from January 12, 2015, to January 20, 2015. The original final bill included a late fee of $10.00 for a total amount owed of $187.26. We have removed a previously paid installment fee of $6.00 and the late fee of $10.00 making the remaining balance owed only $171.26.We hope this explanation on why premium is still owed will help [redacted] understand the premium changes and the amount owed. We are including a billing breakdown on the account to provide a timeline of this information, along with additional documentation, to assist in understanding this transaction.We apologize for any confusion that may have been caused. If we may offer any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] direct at ###-###-#### or by email at [redacted]Sincerely,[redacted] [redacted] [redacted]Nationwide Insurance Company of America###-###-####[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11015809
I am rejecting this response because:
First, it was already discussed with Ms. Melissa that the insurance will be backdated so that there is no lapse showing in coverage showing by DMV. For some reason, she decided to just sent reimbursements for fines we paid to DMV; instead she was supposed to rectify this situation with DMV and get our records clear with DMV first. To this date, this has not been done.What I don't understand is that, why do I have to pay insurance for backdated insurance? Usually we pay insurance for future, not for our past.Only thing I want to be rectified is that there is no lapse in insurance. Why do I have to pay for something for something that there is no risk involved for your company.Basically, Nationwide is just benefiting for this situation. Nationwide is definitely not on my side, they are just doing business and dirty one.Second, I don't have taxi receipts. Ok, so Nationwide needs receipts. Fine don't give me taxi reimbursements. But, what happened to NOT providing me rental cars for which NationWide was wholly solely responsible.Why didn't you advise me that my cars will be suspended if I remove the liability insurance? You are not agreeing this fault of yours? So, basically you created all this problem for me, and now you just want my money without making things any better for me? Only for your business, and in a very dirty way.You sure are doing DIRTY BUSINESS. I hate Nationwide from now on, and will strongly urge my family and friends about this situation.
Regards,[redacted]
Thank you for your recent inquiry regarding a complaint you received from (insert name of the complainant). As Personal Lines Underwriter, I have reviewed this claim file and would like to address [redacted]’s concerns. If I do not provide the information you need for this matter, please do not...
hesitate to let me know.[redacted] had a personal lines homeowners policy.The concern regarding the cancellationThe letter [redacted] received dated April 6, 2015 outlined the hazards that were found during the inspection of his home. As mentioned in the letter, we would be able to retain the homeowner’s policy with proof of the requested repairs. (see attached letter)Since the repairs were not shown to be completed the policy canceled effective May 11, 2015.The concern regarding the refundThe Homeowner policy began on February 13, 2015, and Nationwide charged $998.10 for the annual policy premium. The policy was in force for 87 days.- On February 13, 2015, we received a payment for the amount of $83.17, which lowered the balance due to $914.93.- On March 17, 2015, we received a payment for the amount of $83.18, which lowered the balance due to $831.75.- The policy cancelled due to rejection effective May 11, 2015, and $760.16 was credited to the billing account in unearned premium leaving a collection amount due of $71.59.On April 16, 2015, Nationwide sent a Final Homeowner Bill for the amount of $71.59 due by May 11, 2015 (see attached). The amount of $71.59 is a valid amount due for insurance protection provided. There are no refunds for this policy.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call [redacted], Office of Customer Advocacy [redacted] at ###-###-#### or email her at [redacted].Sincerely,[redacted]Nationwide Insurance###-###-####[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is more than satisfactory to me. Nationwide went above and beyond what they were required to do. I very much appreciate that and my interactions with [redacted]
Regards,
[redacted]
As I've stated in my previous rejections the total premium (paid in full) for Oct 23, 2014 thru Oct 23, 2015 was $2759.32. Due to nationwide error (square footage increase that we didn't have) the policy increased to $4264.89. When the square footage was FINALLY corrected (because I was so persistent) the premium was brought down to $2982.46. The difference from the contract date to the 2015 renewal date was $223.14 not $1505.57. The $2759.32 was not a partial payment. It was the premium paid in full for the year UNLESS there was a REASON for increase. I didn't make any changes/additions to my home to increase the premium from $2759.32. Refer to the declaration I sent from Nationwide dated Aug 25,2015 showing the premium of $2982.46 for the dates of Oct 23,2014 thru Oct 23, 2015 so where did the $3524.11 come from? I have never received that declaration for $3524.11. I did receive the declaration dated Sept. 23, 2015 for the renewal premium of $3134.21. Why is the premium for the 2015/2016 year less than the $3524.11 premium for 2014/2015 year? I'm sorry but none of your responses are acceptable. There should not have been an increase. The increase for the additional $1505.57 was unfounded hence the premium being brought back down to $2982.46 for the 2014/2015 year. My agent [redacted] assured me that the premium that I paid in full for the year was not a partial payment and he could not find a reason why it increased $1505.57. Last, (document sent from [redacted]) if Nationwide already received $4264.89 for the 2014/2015 year why did Nationwide bill [redacted] again on July 20, 2015 for an additional $3774.04 asking for a partial payment of $1321.37 for policy period Nov 10, 2014 thru Nov 10, 2015? That's a total of $8038.93 for one year of insurance for my modest 1989 house that we purchased as a "project" for $147,000. How can you expect me to accept your answers when it would have continued if [redacted] didn't refuse to pay the $1321.37 when nationwide billed 18 days after receiving $1505.57? I don't trust your answers or Nationwide. I still believe Nationwide owes me money. After the mistake was corrected I only owed $223.14 which I would have gladly paid. So Nationwide can't justify keeping $764.81 when at the same time you admit to the error by bringing the premium back down to $2982.46. Then billing for the 2015/2016 year for $3134.21.
Regards, [redacted]
While she confirmed most my experience they were never able to further assist me which is why I had to find financing elsewhere which they were able to finance me in less than a week as I had all the documents and information ready at hand like I did with nationwide. Given my prior experience with Nationwide when I applied for a loan about 3 years ago they have made few changes which I believe are not for the best and delays the process as it did in this scenario. The fact that the customer service reps are unable to even provide a simple fax number correctly is beyond my understanding as this happened 2 times. I hope that with this complaint Nationwide is able to properly train their staff and make changes for the better. Maybe next time I need a loan ill give them one more try however this one did not go according to their promise about how simple and fast their loans are.
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted],. I have submitted documents required to contest VPI denial decision for my cat, [redacted]. This week, I reviewed the case with a VPI agent and one of their underwriters. It was pointed out to me that while my cat, [redacted] did have a rhinitis exclusion placed on her policy, there is no supporting documentation to have placed the exclusion. She has never had rhinitis, nor a related diagnosis prior to the current office visit, therefore no pre-existing condition has occurred. My vet's office is deeply involved in this case and has spoken in my defense with VPI. They will support my Review of Claim submission with appropriate documentation. I hope for a fair resolution of [redacted]'s claim.Yes, ? did choose remove my other cat [redacted] from VPI insurance. Like [redacted], she's also been covered by VPI since 2007 under a "Superior" plan. At the end of 2014, and the beginning of this year, she developed a serious illness and had to be hospitalized for over a week. She required surgery and supportive care. Her bill was approximately $5,000 but VPI paid less than 44% on the claims submitted. I've paid more than double in plan payments than the amount reimbursed. In my world, that's a terrible return on investment. Having [redacted]'s claim completely denied was the final straw, so I moved [redacted] to another company's plan.In closing, I hope that we can reach a resolution in [redacted]'s case. No client wants to battle a company in order to receive fair treatment. It's stressful and frustrating. It's also bad business for VPI/Nationwide. Today, consumers not only have multiple choices regarding their purchasing choices, but the ability to rate companies on their customer experience. It's much better for all parties involved to resolve issues quickly and easily. I appreciate VPI's willingness to review [redacted]'s claim and the Revdex.com for mediating.
Regards, [redacted]
I was made aware of this claim file yesterday. I have communicated with both Mr. and Mrs. [redacted] regarding the settlement amount. They understand the total loss process and the settlement amount presented. They are not in agreement with the amount at this time and we are working towards...
resolution. We hope to have this verbally settled today.
In addition, we have sent the required documentation to them for signatures. They understand it will need to be mailed back to Nationwide Insurance with the title.
We hope we can release settlement monies today, on good faith that the owners will mail the required paperwork to our office today.
Typically we must wait until the paperwork is received and is correct prior to 100% release of settlement money. However, given some time delay issues we have made an exception.
Sincerely, Sean C[redacted]
An email was sent to Mr. [redacted] this morning. The appropriate department has been notified to remove his information from the "Do Not Call List". Thank you [redacted]
[redacted]Dear [redacted]:Thank you for contacting Nationwide to request that we...
add your phone number to our Do Not Call List.We have processed your request effective 11/04/2016, the date we received your notification.Our phone lists are prepared in advance, please allow approximately 30 days for your information to be completely removed from our lists. If you need additional help or have any questions, please contact me directly and reference Nationwide OCR Ref # [redacted] Sincerely,[redacted]Nationwide InsuranceCustomer Advocacy Coordinator
No response from [redacted] in [redacted]. No responsibility accepted here on this response. Why can't the paperwork be "in an easily readable format", per #5 on Scottsdale Insurance Company's "Residential Property Policyholder Bill of Rights". Regards. [redacted]