Crowne Plaza Louisville Airport

[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!

We are in receipt of your request for information dated December 30, 2015 regarding the above referenced file.Mr. [redacted] is disputing the denial of claim [redacted]. He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of...

the day.Our records indicate Mr. [redacted] contacted our office twice on November 7, 2015. During the first call he inquired as to what wellness benefits he had used for the current term. The representative confirmed he had used the benefits for flea and heartworm prevention medication. Mr. [redacted] had indicated he wanted to take his pet in for an annual checkup. The representative confirmed he still had benefits available for the term and recommended Mr. [redacted] take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr. [redacted] inquired as to the expiration and renewal of the policy. He advised the representative that he decided not to renew and wanted to make sure the cancellation was in process. The representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr. [redacted] was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr. [redacted] then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr. [redacted] if he was logged into his account. (Our policyholders have the option to create an account known as the policyholder portal). The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (60 days prior to renewal.)Again, from the recorded call, it appears Mr. [redacted] was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr. [redacted] explained that he had been with us for a long time but due to the rate and other concerns it was not cost effective. Mr. [redacted] did mention he had just put in a claim for wellness for the current policy. There was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation email. The first screen asks the user to confirm the contact information and reason for cancellation. The screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation date. This is the date the policy will no longer be effective and coverage will no longer be extended for the insured pet. Remember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective date. Additionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr. [redacted] would have seen when he processed his cancellation. We have included screen shots with this response.Claim [redacted] was submitted on November 7, 2015 and does show a treatment date of November 7, 2015. The claim was denied appropriately in accordance with the terms of the policy contract. Mr. [redacted] chose to cancel the policy via the policyholder portal on November 7, 2015. As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.Should you require any further assistance in this matter, please contact our [redacted] Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Vincent G[redacted]

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]

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.

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]

[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.

[redacted]
 
[redacted]
 
[redacted] 
Thank you for the opportunity to...

respond to the Revdex.com regarding policy
number ##### for [redacted] and to address her concerns about the policy.
On 7/28/2014, [redacted] purchased a six month insurance policy with a bill plan of 20%
down and 5 installments with an Electronic Funds Transfer (EFT) auto draft.
On 7/28/2014, [redacted] contacted our service center and advised that her son, [redacted], should not be excluded from her policy. [redacted] was advised that he would need to be rated or excluded on the policy per our underwriting guidelines. As [redacted]’s policy was purchased the same day and unable to be changed, per her request a pending endorsement was submitted to our underwriting department to change [redacted] to a rated driver effective 7/28/2014. On 8/5/2014, [redacted] was changed to a rated driver effective 7/28/2014 and a Motor Vehicle Report (MVR) was ordered. On 8/12/2014 a valid MVR for [redacted] was received and processed and the endorsement was completed showing an increase in premium in the amount of $648.20 for the term of the policy. On 8/13/2014 a declarations page and a revised EFT payment schedule were sent to [redacted] advising of the increase in premium. On 8/14/2014, [redacted]’s policy was canceled per her signed request effective 8/15/2014.
[redacted] was not advised of an increase in premium when she contacted our service center on 7/28/2014 for the change of [redacted] to rated as the change was not able to be processed at that time, but she was provided in writing a declarations page and payment schedule showing the increase.
As of this letter $35.23 remains due for coverage for which payment has not been received. 
I trust that I have addressed the issues within [redacted]’s complaint. If I can be of further assistance, please contact me at ###-###-####.
Sincerely,
[redacted]

This is unacceptable.  If the calls were actually pulled you would hear my conversation with the agent stating that I am looking to save money.  You will also hear that he asked me to send him a copy of my current plan.  you will the hear the conversation where he acts as if he is saving me money and never actually explains that my premium has doubled.  I am filing a formal complaint with the ** Dept of Business Regulation, Insurance Division.
Regards,
[redacted]

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]

first and foremost I was not made aware of any restrictions until a claim was placed. When taking out the policy the representative "[redacted]" whom I was  in contact made no such mention of any rider being available in regards to jewelry. Not to mention each year upon renewal no such matter was mentioned either. In regards to the response to my claim, a nationwide representative contact me after I myself had to make several calls to get the information I needed for the claim such as claim number. representative, etc. No one contact me until I made the calls and inquired about what was going on. That is not professional customer service. Their represntative [redacted] provided no such information other than a representative will contact you. I called early in the am and by that afternoon no one called me so I made calls myself to the main number. Once I reached out and left a message it was then that a representative reached me and that is the call that is recorded.
I personally  called and spoke directly to his representative "[redacted]" and requested him to contact me several times. I also sent  letters to the main office and CC's him on it and fowarded  copies to their office.
The check was returned and I wrote on the back of the check not for purpose intended.  There was no way I would accept any monies from a company with such poor response and lousey customer service. Nationwide was not on my side and I didnt not received proper handling of my account with them. I will not provide them with any such information regarding my new insurance carrier. It is none of their business and they did not value me as a customer. It shouldn't have even got to this point and that is the part they are failing to realize.

This letter is in response to the complaint filed by Ms. [redacted] regarding the collection balance of herAuto policy.On January 30, 2017, the renewal for February 24, 2017 had calculated at $684.20. At the time ofrenewal, the vehicle on the policy was a 2007 T[redacted] and Ms. [redacted] was the only...

driver ratedon the policy.On January 30, 2017, a statement was issued indicating that $119.03; $114.03 for the Auto plus a$5.00 installment fee was due by February 24, 2017.On February 20, 2017, a payment of $119.03 was received via bankcard.On February 28, 2017, a statement was issued indicating that $119.03; $114.06 for the Auto plus a$5.00 installment fee was due by March 24, 2017.On March 24, 2017, a payment of $119.03 was received via CheckFree banking service.On March 31, 2017, a statement was issued indicating that $119.04; $114.04 for the Auto plus a$5.00 installment fee was due by April 24, 2017.On April 14, 2017, a One Time Electronic Payment was processed for $119.04.On May 1, 2017, a statement was issued indicating that $119.03; $114.03 for the Auto plus a $5.00installment fee was due by May 24, 2017.On May 24, 2017, a One Time Electronic Payment was processed for $119.03.On May 31, 2017, a statement was issued indicating that $119.04; $114.04 plus a $5.00 installmentfee was due by June 24, 2017.On June 19, 2017, Ms. [redacted] signed up for automatic payments via electronic funds transfer and the$5.00 installment fee from the May 31, 2017 statement was waived, leaving $114.04 due by June 24,2017. On June 19, 2017, Ms. [redacted] also replaced her 2007 T[redacted] with a 2012 T[redacted],this caused a premium increase of $82.60.On June 23, 2017, a One Time Electronic Payment was processed for $114.04.Office of Customer Advocacy | One Nationwide [redacted] | [redacted]On June 28, 2017, a paperless statement was e-mailed to Ms. [redacted] indicating that $196.63 wasgoing to be automatically withdrawn from her bank account on July 24, 2017.On June 30, 2017, Processing added two accident surcharges to Ms. [redacted]’s policy. Thesesurcharges caused an increase of $365.20 to Ms. [redacted]’s policy. These surcharge points wereincorrectly charging on the policy mid-term. Surcharge points are only to start charging on the nextapplicable renewal. The next applicable renewal in this case would have been the upcoming August24, 2017 renewal.On July 24, 2017, a payment of $196.63 was received via electronic funds transfer.On July 31, 2017, the renewal for August 24, 2017 calculated at $2,389.20.On August 1, 2017, a paperless statement was e-mailed to Ms. [redacted] indicating that $764.40($365.20 from the prior term surcharge points that were added, plus 1/6th of the current renewal$398.20, plus a $1.00 installment fee) would be automatically withdrawn from her bank account onAugust 24, 2017.On August 21, 2017, effective August 18, 2017 Ms. [redacted] lowered vehicle coverages on the 2012T[redacted] which caused a reduction in premium of $770.20.Ms. [redacted] called in to Servicing on September 1, 2017 to cancel her Auto policy effective August 21,2017 since she had obtained new insurance. The policy was canceled and the unearned premium of$1663.70 was placed back into the billing account leaving a balance of $336.50 as a collection.After reviewing the policy, since the surcharge points were added mid-term, we have made thedecision to remove the surcharge points which will credit the account $365.20. This adjustment willleave a credit on the account of $28.70, which will then be refunded to Ms. [redacted]. We have alsocontacted the CCS Collection Company and closed the collection account. To date, nothing has beenreported to any of the credit bureaus and the Nationwide policy has been cancelled with a $0.00balance. We apologize for the inconvenience this has caused.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D[redacted]r, at[redacted] or by email at [redacted]Sincerely,Jackie S[redacted]Sr. AnalystNationwideEnclosures

We are in receipt of your correspondence dated May 17, 2017 regarding the concerns filed by Ms. [redacted] related to her policies and a $441.13 collection amount.Auto policy [redacted] became effective August 7, 2016. The policy was written with the [redacted]/Occupational discount for Ms....

[redacted] being an accountant. The policy was also written with a discount for Ms. [redacted] owning a property. On September 14, 2016, the Occupational discount was removed, due to not receiving proof that Ms. [redacted] was a CPA. The property owner discount was also removed, since Ms. [redacted]’s property policy was a tenant, not owner, policy. With both discounts being removed from the policy this caused an increase in premium of $403.75.After review of the call and policy transaction, both discounts are being honored for the first term. A decrease of $403.75 has been applied to the account.The auto policy cancelled effective December 1, 2016, as a non-pay cancellation. A signed cancellation form has been received and the cancellation date has been adjusted to November 7, 2016, per Ms. [redacted]’s request.Please find enclosed the confirmation letter sent to the Ms. [redacted] confirming tenant policy HNC [redacted] was also cancelled effective November 7, 2016.Prior to receipt of your inquiry, Ms. [redacted] contacted our Office of Customer Advocacy on May 15, 2017 regarding her concerns. I discussed the issues with Ms. [redacted] on May 16, 2017 and explained what had happened. I have contacted our collections department and had them clear the file so she is no longer in collections. Additionally, we also had them remove any negative reporting to the credit bureau. Ms. [redacted] will be sent a closure letter to confirm this information under separate cover.Regarding Ms. [redacted]’s request to be reimbursed for the application fees she had to pay for the apartments she was denied due to a negative impact on her credit, I advised that I could speak with my leadership for approval on that request but she would need to send documentation showing proof of what she had paid. Ms. [redacted] stated she would wait before she moved forward with asking for additional reimbursement. As of now, Ms. [redacted] has not provided any documentation to the company.We appreciate the opportunity to review Ms. [redacted]’s issues and apologize for any frustration this matter may have caused. If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted], at ###-###-#### or by email at [email protected],Danielle A[redacted]Sr. AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseAttachment

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]

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

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]

Dear [redacted]
 
This letter is in response to the inquiry received from your office on February 4, 2015.
 
As you know, the claim process is fluid and many times the initial estimate does not account for all the damages sustained in an accident.  That was the case in this instance.  After the car was torn down additional damage was identified and accounted for by the shop.  We advised our insured in the initial conversation of the original estimate as well as the $1,000 threshold under [redacted] regulation.  We completely understand [redacted]’s concern; however, our adjuster could not speak to the final damage assessment until the car was torn down and all the damages were assessed.  We regret that it was his understanding that he would not be surcharged; however, our process was compliant with [redacted] regulation. 
 
A follow-up call was made to our insured on November 18, 2014, and it was during that conversation we spoke to the change in the expected claim payout.  At this time, our insured was informed the total damages caused as a result of the loss were in fact over $1,000, which would result in notification of the statutory threshold being pierced.   As stated previously, pursuant to [redacted] statute, our insured was notified in writing that this loss was considered an at-fault accident resulting in property damage in excess of $1,000.  The at-fault determination was made based on the [redacted] Code of Regulations Section 2632.13 that took effect on December 11, 2011. 
 
The repair estimate for the other vehicle was sent to our insured, per his request, with the other party’s private information deleted.  It is not our typical process to share this information, as we handle the claim on our insured’s behalf.  We did deliver this information per his request. 
 
We did not initially inspect our insured’s vehicle, as he was not making any claim for damages.  When our insured disputed the damages paid for the other party’s vehicle, we did offer to have management review the settlement amount.  During that review, they followed up with our insured and both agreed that it would be best to inspect the insured’s vehicle as part of that review process.   After the review and inspection of our insured’s vehicle, it was determined the payout for the other party’s vehicle was appropriate.  The damages were consistent with the impact.
 
Since the total known damages are over $1,000, our insured driver was found to be principally at fault for the loss as outlined in the [redacted] regulations.  Again, we regret our insured’s experience was not what he expected.  
 
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]
Sincerely,
[redacted]
Western Claims Zone
Nationwide Insurance Company of America
Phone: ###-###-####
Email Address: [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]

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]

Thank you for the opportunity to respond regarding policy number [redacted] for [redacted] and to address his concerns about the policy.   Each of Mr. [redacted]’s installment bills that have been issued have contained a $10.00 installment fee that is listed on installment bill itself. ...

Each installment bill also advises that if he wishes to avoid future installment fees he is able to pay his policy term in full.   On 6/3/2016, contact was made to Mr. [redacted] to discuss his concerns regarding the policy installment fees and how to avoid them.  He was advised that he could pay his policy in full or could pay ahead by paying his bill before it would issue.  Mr. [redacted] was advised that the current installment fee was waived as a courtesy to him, but we would not be able to provide a refund for prior fees paid.   If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W[redacted] ###-###-#### or by email at [redacted]   Sincerely,    Evan H[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]