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
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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
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]
I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.
Regards,
[redacted]
This letter is in response to [redacted]’s additional concerns. [redacted] is questioning why she received a warning notice after the cancellation and the final remaining balance amount.On January 28, 2015, the warning notice and auto policy cancellation were both processed to the billing account at the same time. This allowed the warning notice to be issued prior to the policy cancellation processing. Once the cancellation processed, the warning statement was closed and the Final bill for $187.26 was issued on January 31, 2015.When the December 20, 2014 payment of $216.73 was received, an overall balance remained of $433.47. On December 21, 2014, the new vehicle was added, which increased the balance by $227.52, making the overall balance $661.86. The December payment paid for premium owed from December 12, 2014 to January 12, 2015.On January 28, 2015 the $0.87 authority fee was waived and the cancellation processed, providing a credit of $483.73 that was applied to the balance. This reduced the amount owed to $187.26. We waived an installment and late fee in the amount of $16.00, leaving an overall balance of $171.26.Due to the error for providing a higher discount than [redacted] qualified for, and then lowering that discount; we are honoring the original discounted premium. This has reduced the amount owed to $31.32.[redacted] requested to cancel her property policy ([redacted]) and we processed her request effective the inception date, September 12, 2014. On November 10, 2014, a refund of $34.16 was issued for the cancellation of the property policy. That refund was cashed on December 2, 2014.Again, we apologize for any confusion this may have caused. If we may offer further assistance, please contact our Customer Advocacy Coordinator, [redacted] direct at: ###-###-#### or by email at [redacted]Sincerely,[redacted]Nationwide###-###-####[email protected]
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]
This letter is in response to [redacted]’s recent inquiry. I have reviewed the valuation and added remote start and fog lights to the valuation. These options added an additional $60.00 to the Actual Cash Value which you will see in the attached CCC valuation. Please note that the VCR/TV have already been taken into consideration and are included with the “Entertainment Center” option that is listed and so is the dual stereo which is listed as “S2 = AM/FM/St/CD” on the valuation. [redacted] does have the option to retain his vehicle salvage and there is a salvage deduction of $1,043.86. Please note that in the state of North Carolina sales tax and title fee are not paid should the owner choose to retain their vehicle. Additionally, I did not include the $500.00 market adjustment in my previous response. This amount is included in the values listed below. I am including both settlement amounts below.
If Nationwide retains the totaled vehicle our settlement is:
Actual Cash Value = $5,456.00 Condition Adjustment + $347.00 Total ACV = $5,803.00 Sales Tax + $174.09 Title Fee + $55.00 Subtotal = $6,032.09 Allowance for Rental & Market Concession +$1,183.82 Total Settlement Offer = $7,215.91
If [redacted] retains the totaled vehicle our settlement is:
Actual Cash Value = $5,456.00 Condition Adjustment + $347.00 Total ACV = $5,803.00 Salvage Value= -$1,043.86 Allowance for Rental & Market Concession +$1,183.82 Total Settlement Offer = $5,942.96
In his inquiry [redacted] asks if Nationwide is refusing to negotiate any further. It is important to note that the total loss process is not a negotiation. We have an obligation to pay the actual cash value of the totaled vehicle as determined by the market. We have reviewed all of the information provided by [redacted] and taken this into consideration along with the comparables that CCC has used on their valuation as well as the two dealer quotes that were obtained. We do not require any further information from [redacted]. The two offers that are listed above are Nationwide’s settlement values for [redacted]’s totaled vehicle.
Upon receipt of the properly executed settlement documents Nationwide will issue payment and bring this claim to resolution. Please let me know if you need anything further.
Sincerely,
[redacted]
A representative from Harleysville insurance called me from ###-###-####
on Jan-27 at 4:45 PM informing me that their company will not consider
any supplemental estimates and denied liability in regard to the
foregoing claim involving their insured. Damage to this vehicle is still
evident as indicated on the estimate written on 01/20/2015 requiring $1,528 in-addition to the work performed (Nov 2014) by a local body shop who
refused to complete work listed on the estimate due to a lack of
experience with this type of vehicle. The work was also underbid in
correlation to the actual cost of repairs... Repairs to this vehicle are not complete and monetary responsibility lies upon of the driver insured by Harleysville, a subsidiary of Nationwide. Nationwide has done nothing but exaggerate the condition of this vehicle and document the actual damages are minimal or non existent. The use of knock-off parts on the estimate and denial of damages caused by the side impact collision is only an excuse to avoid paying out a reasonable amount in repair costs. This includes finish polishing, application of protective coatings, tire sidewall damage, scrapes that were polished when replacement chrome and paint was required, damaged fasteners and other underlying damages intentionally omitted from the estimate. Wheel alignment cannot be performed at the cost of 69.95 due to special tools required on most European vehicles. Regards,
[redacted]
because I have a family of five and I am the only one working and with the pay that I receive I can not afford an additional insurance cost for my son who is not and can not drive. I was told by DMV that my son can not drive with a restricted license. The only car he can drive is a rental car but you have to be 25 and my son is only 21. My son is in college and he rides the bus everyday. I am just asking that someone make sense of this matter.
Regards,
[redacted]
Thank you for the opportunity to respond to Mr. [redacted]s second correspondence.
Per notes from the [redacted] Agency, the March 2015 renewal was higher than the previous renewal because Comprehensive coverage was added to the 2003 Lincoln, 2000 Ford, and 2002 Ford. During the previous renewal, none of the above referenced vehicles had this coverage.
As previously stated, the member requested his cancellation date to be effective 3/25/15 which resulted in a short rate collection amount of $51.21. The member then provided proof of new insurance coverage effective 3/21/15, and the collection amount was reduced to $26.95.
We have acknowledged Mr. [redacted]s concerns and addressed his inquires. Nationwide mails renewals in advance of the renewal date, so members have the opportunity to review the policy for the next 6 month term. Members can review and accept the terms or review and reject the terms.
If you have any further questions, please contact our Customer Relations at ###-###-####.
Dear: [redacted] On May 13,2015 claimant [redacted] went to [redacted] for an estimate. [redacted] stated to the shop that the L quarter panel and rear bumper cover damage was part of the claim and wanted the shop to include this on the estimate. ...
However, on May 8, 2015 when investigating claim associate contacted our policyholder about the details of the accident, policyholder explained that [redacted] told them at the time of the accident that the quarter panel and rear bumper was damaged a week before and not part of this claim. Because of this, the inside desk reviewer requested a field inspection of [redacted] vehicle to determine if the L quarter panel and rear bumper was part of this claim. Field associate [redacted] contacted [redacted] and inspected his vehicle at his residence. Upon inspection, [redacted] determined that the quarter panel and rear bumper as not related. [redacted] explained this to [redacted]. [redacted] pointed out that there was white paint transfer on the door that our policyholder backed into. Our policyholder has a white vehicle. The ding in the quarter panel is round and about dime shape. Looked as if a stone flew back and caused the damage but it was not from being struck by our policyholder. The rear bumper is pulled outward and backward away from the vehicle and would not be consistent with someone backing into the vehicle of [redacted]. [redacted] vehicle was parked and unoccupied at the time of the accident. There is no scraping down the side of [redacted] vehicle only the on impact on the L front door. [redacted] called [redacted] a few days later and [redacted] explained again why Nationwide could not pay for the damage to the L quarter panel and rear bumper. Then later the repair shop called [redacted] and wanted to know if Nationwide was paying for the questionable damage and [redacted] explained to the shop why he was not paying for the damage. [redacted] stated that he only rec'd the one call from [redacted] and one from the body shop and he returned all of them. He does not remember [redacted] calling him and he didn't return the call. After reviewing the file, I am in agreement with [redacted] on the damages to the L quarter panel and rear bumper not being related to a single impact caused by our policyholder backing up and hitting a park vehicle in the L front door. Sincerely,
We are in receipt of your request dated July 25, 2016 for information regarding the above referenced file. Ms. [redacted] states that the processing of the above claim was excessively delayed and beyond the 30 day time frame Nationwide states for claims turn around. She is requesting for her claim to be...
processed and paid immediately.Ms. [redacted] has a Whole Pet With Wellness Plan with a $100.00 annual deductible for her cat [redacted]. On May 11, 2016 we received a claim with a diagnosis of “Fractured Rear Tooth, Severe Periodontal Disease. Dental Prophylaxis.” Received with [redacted]’s claim was an invoice totaling $651.92 for treatment on May 10, 2016. This claim was reviewed and processed by our claims department on May 12, 2016. Given the close proximity to the policy effective date, this claim was temporarily denied and medical records were requested back to April 1, 2015 to verify eligibility.Although reimbursement of Ms. [redacted]’s claim was still pending additional information to determine eligibility, it was processed and closed the day after it was received. The explanation of benefits was sent out on May 13, 2016 and our claims department operated well within the 30 day turn around time.Please see the timeline below for an explanation of our underwriting and claims department’s review:? May 11, 2016: Claim 201605114431 received.? May 12, 2016: Claim was temporarily denied and medical records were requested.? May 25, 2016: [redacted]’s medical records were received.? June 15, 2016: A letter was sent to Ms. [redacted] advising her that an additional 30 days would be required for the review to be completed.? July 21, 2016: Underwriting review was completed. [redacted] was noted to have moderate to severe dental disease on May 5, 2016. Based on information provided by [redacted]’s veterinarian, it would require more than 4 days for dental disease of this degree to manifest and is therefore pre-existing, per the terms of the policy. The veterinarian also clarified that there was no tooth fracture present. As a dental cleaning had been performed, future claims may be eligible after May 24, 2016. Please note that since records also indicated [redacted] had been vomiting prior to the PED, an exclusion for gastroenteritis was added to her policy (diagnosis code 4500).? July 22, 2016: A letter was sent to Ms. [redacted] advising her of the results of the underwriting review.As outlined in the Whole Pet With Wellness policy:Section 5. What We Do Not Cover – ExclusionsA. “Diagnosis or treatment of any pre-existing condition.”Section 2. DefinitionsK. “Pre-existing condition means any condition that began or was contracted, manifested, orincurred within twelve months of the effective date of this policy or during any waiting period,whether or not the condition was discovered, diagnosed, or treated. A chronic condition is a preexistingcondition unless it began after the effective date of this policy.”Claim 201605114431 was reopened and reprocessed post underwriting review with no reimbursement sincethe periodontal disease being treated was found to be pre-existing. A revised explanation of benefits was sentto Ms. [redacted] on July 22, 2016. This claim was processed correctly and within the terms of Ms. [redacted]’spolicy.While the processing of this claim was never delayed, the underwriting review did take additional time tocomplete in order to determine if the condition being treated was eligible for coverage. Ms. [redacted] cancelledher policy for [redacted] effective July 22, 2016. She was issued a refund of her unearned premium July 24, 2016.Should you require any further assistance in this matter, please contact our [redacted]Patty G[redacted], at [redacted] or via email at [redacted]Sincerely,Vincent G[redacted]
This does not fully address the issue at hand. I feel that the response was vague and doesn't specifically outline how the company was fraudulent and the response (as well as the company) was not customer friendly. This was not expressed clearly in the document and notifications were not made upon making the payment in full. I also noticed the company never specifically states why there is a penalty and why for only certain states. When I spoke with their representatives during cancellation, the representatives themselves clearly expressed how this is unjust and unfair business practices. (I feel that any customer reading this would believe the same). I could not even reach a supervisor upon request either. I feel that the company should fulfill my request, as well as, in the future, advise the customer, upon making the payment in full, that if cancelled within the period of time, you will get a penalty.
Regards,
[redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.
On 2/20/2015, [redacted] purchased a six...
month insurance policy from the [redacted] with a bill plan of 16.7% down and 5 installments when down payment was accepted in the amount of $108.51.
On 2/21/2015 [redacted] and her mother contacted our service center upset that the policy had been released as the [redacted] did not own or taken possession of the vehicle. As [redacted] had provided the vehicle identification number for the 2005 Honda Civic LX and our underwriting guidelines do not require the policy holder be the owner of a vehicle the policy was released without incident.
[redacted] is able to cancel her policy with a signed cancellation request, which I have provided with this document and can be returned directly to me for process at [redacted] or by fax to ###-###-####. As [redacted] was purchasing the vehicle from a private seller, documentation is not required for her to obtain a full refund. A 10 bank day processing hold is placed on all cancellations from the date of the last payment. Once received the cancellation will be processed on 3/9/2015 effective her requested date. [redacted] can expedite her request by providing a bank statement showing the 2/20/2015 payment of $108.51 and the preceding 10 day running balance.
I trust that I have addressed the issues within [redacted]’s complaint. If I can be of further assistance, please contact me at ###-###-####.
After receiving and reviewing the response from Nationwide I dispute their claim in that they failed to offer any proof to support their accusations.I offered my signed and dated contract which clearly states my monthly payment amount as well as my bank statements. I immediately called Nationwide Ins. (I would request they turn over the recorded conversation from my call to their office.) Where the rep clearly stated that she would put the form in the mail and all I had to do is sign it. No form was ever recieved and subsequently in Jan my Ins premium doubled. The only reason I changed my ins coverage was because my rate went up so I went online for a cheaper quote in that I live on SS. so I am on a budget and I got stuck with a bunch of crooks who not only stole my money but ruined my credit.They say they mailed them (just like the old saying) check is in the mail and I say I responded by call them. This proof is in their recorded conversation, where they clearly state all conversations are recorded to protect your rights.(Request a supeona for tape)I've offered proof by contract agreement as well as bank statements and from their response by the Suzana K[redacted], Rep for Nationwide, she should do her job a little better and check all the records and not just the one's they stick in a file.Sorry about all the sarcasm. No offense meant and I thank you very much for your assistance in this matter.Respectfully submitted[redacted]
Thank you for the opportunity to respond to Ms. [redacted] concerns regarding the above referenced auto policy. Nationwide understands that the insured may be going through some financial hardships, but we are legally obligated to apply our nonpayment of premium rules consistently to all...
policyholders. We are required by state statute to send all billing notices and nonpayment of premium notices to the last known address provided on the policy. We sent the billing notice on May 8, 2017 and the warning letter for non pay on May 18, 2017 to the address currently listed on her policy. The last date of payment was June 4, 2017. Payment was made on June 4, 2017, but was returned due to an invalid payment. Therefore, the policy cancelled for non payment of premium effective June 4, 2017 While the insured's circumstances are unfortunate, the Company does not get involved in an insured's personal business and therefore can not make any exceptions due to her current personal situation. Due to the payment history on the policy, she is not eligible for reinstatement. Sincerely, Kristin M[redacted] Personal Lines Compliance Specialist
I did provide proof to Mr Peters concerning the overdraft and I did not receive a call requesting I do not cash the check. My husband deposited the check while I was out of town. Not I.
Regards, [redacted]
Thank you for reaching out to us to advise of your concerns. We have provided you with specific contact information to further assist with this matter.
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
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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
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]
I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.
Regards,
[redacted]
This letter is in response to [redacted]’s additional concerns. [redacted] is questioning why she received a warning notice after the cancellation and the final remaining balance amount.On January 28, 2015, the warning notice and auto policy cancellation were both processed to the billing account at the same time. This allowed the warning notice to be issued prior to the policy cancellation processing. Once the cancellation processed, the warning statement was closed and the Final bill for $187.26 was issued on January 31, 2015.When the December 20, 2014 payment of $216.73 was received, an overall balance remained of $433.47. On December 21, 2014, the new vehicle was added, which increased the balance by $227.52, making the overall balance $661.86. The December payment paid for premium owed from December 12, 2014 to January 12, 2015.On January 28, 2015 the $0.87 authority fee was waived and the cancellation processed, providing a credit of $483.73 that was applied to the balance. This reduced the amount owed to $187.26. We waived an installment and late fee in the amount of $16.00, leaving an overall balance of $171.26.Due to the error for providing a higher discount than [redacted] qualified for, and then lowering that discount; we are honoring the original discounted premium. This has reduced the amount owed to $31.32.[redacted] requested to cancel her property policy ([redacted]) and we processed her request effective the inception date, September 12, 2014. On November 10, 2014, a refund of $34.16 was issued for the cancellation of the property policy. That refund was cashed on December 2, 2014.Again, we apologize for any confusion this may have caused. If we may offer further assistance, please contact our Customer Advocacy Coordinator, [redacted] direct at: ###-###-#### or by email at [redacted]Sincerely,[redacted]Nationwide###-###-####[email protected]
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]
This letter is in response to [redacted]’s recent inquiry. I have reviewed the valuation and added remote start and fog lights to the valuation. These options added an additional $60.00 to the Actual Cash Value which you will see in the attached CCC valuation. Please note that the VCR/TV have already been taken into consideration and are included with the “Entertainment Center” option that is listed and so is the dual stereo which is listed as “S2 = AM/FM/St/CD” on the valuation. [redacted] does have the option to retain his vehicle salvage and there is a salvage deduction of $1,043.86. Please note that in the state of North Carolina sales tax and title fee are not paid should the owner choose to retain their vehicle. Additionally, I did not include the $500.00 market adjustment in my previous response. This amount is included in the values listed below. I am including both settlement amounts below.
If Nationwide retains the totaled vehicle our settlement is:
Actual Cash Value = $5,456.00 Condition Adjustment + $347.00 Total ACV = $5,803.00 Sales Tax + $174.09 Title Fee + $55.00 Subtotal = $6,032.09 Allowance for Rental & Market Concession +$1,183.82 Total Settlement Offer = $7,215.91
If [redacted] retains the totaled vehicle our settlement is:
Actual Cash Value = $5,456.00 Condition Adjustment + $347.00 Total ACV = $5,803.00 Salvage Value= -$1,043.86 Allowance for Rental & Market Concession +$1,183.82 Total Settlement Offer = $5,942.96
In his inquiry [redacted] asks if Nationwide is refusing to negotiate any further. It is important to note that the total loss process is not a negotiation. We have an obligation to pay the actual cash value of the totaled vehicle as determined by the market. We have reviewed all of the information provided by [redacted] and taken this into consideration along with the comparables that CCC has used on their valuation as well as the two dealer quotes that were obtained. We do not require any further information from [redacted]. The two offers that are listed above are Nationwide’s settlement values for [redacted]’s totaled vehicle.
Upon receipt of the properly executed settlement documents Nationwide will issue payment and bring this claim to resolution. Please let me know if you need anything further.
Sincerely,
[redacted]
A representative from Harleysville insurance called me from ###-###-####
on Jan-27 at 4:45 PM informing me that their company will not consider
any supplemental estimates and denied liability in regard to the
foregoing claim involving their insured. Damage to this vehicle is still
evident as indicated on the estimate written on 01/20/2015 requiring $1,528 in-addition to the work performed (Nov 2014) by a local body shop who
refused to complete work listed on the estimate due to a lack of
experience with this type of vehicle. The work was also underbid in
correlation to the actual cost of repairs... Repairs to this vehicle are not complete and monetary responsibility lies upon of the driver insured by Harleysville, a subsidiary of Nationwide. Nationwide has done nothing but exaggerate the condition of this vehicle and document the actual damages are minimal or non existent. The use of knock-off parts on the estimate and denial of damages caused by the side impact collision is only an excuse to avoid paying out a reasonable amount in repair costs. This includes finish polishing, application of protective coatings, tire sidewall damage, scrapes that were polished when replacement chrome and paint was required, damaged fasteners and other underlying damages intentionally omitted from the estimate. Wheel alignment cannot be performed at the cost of 69.95 due to special tools required on most European vehicles. Regards,
[redacted]
because I have a family of five and I am the only one working and with the pay that I receive I can not afford an additional insurance cost for my son who is not and can not drive. I was told by DMV that my son can not drive with a restricted license. The only car he can drive is a rental car but you have to be 25 and my son is only 21. My son is in college and he rides the bus everyday. I am just asking that someone make sense of this matter.
Regards,
[redacted]
Thank you for the opportunity to respond to Mr. [redacted]s second correspondence.
Per notes from the [redacted] Agency, the March 2015 renewal was higher than the previous renewal because Comprehensive coverage was added to the 2003 Lincoln, 2000 Ford, and 2002 Ford. During the previous renewal, none of the above referenced vehicles had this coverage.
As previously stated, the member requested his cancellation date to be effective 3/25/15 which resulted in a short rate collection amount of $51.21. The member then provided proof of new insurance coverage effective 3/21/15, and the collection amount was reduced to $26.95.
We have acknowledged Mr. [redacted]s concerns and addressed his inquires. Nationwide mails renewals in advance of the renewal date, so members have the opportunity to review the policy for the next 6 month term. Members can review and accept the terms or review and reject the terms.
If you have any further questions, please contact our Customer Relations at ###-###-####.
Sincerely,
[redacted]
Centralized Sales Operations
Nationwide
###-###-####
[redacted]
Dear: [redacted] On May 13,2015 claimant [redacted] went to [redacted] for an estimate. [redacted] stated to the shop that the L quarter panel and rear bumper cover damage was part of the claim and wanted the shop to include this on the estimate. ...
However, on May 8, 2015 when investigating claim associate contacted our policyholder about the details of the accident, policyholder explained that [redacted] told them at the time of the accident that the quarter panel and rear bumper was damaged a week before and not part of this claim. Because of this, the inside desk reviewer requested a field inspection of [redacted] vehicle to determine if the L quarter panel and rear bumper was part of this claim. Field associate [redacted] contacted [redacted] and inspected his vehicle at his residence. Upon inspection, [redacted] determined that the quarter panel and rear bumper as not related. [redacted] explained this to [redacted]. [redacted] pointed out that there was white paint transfer on the door that our policyholder backed into. Our policyholder has a white vehicle. The ding in the quarter panel is round and about dime shape. Looked as if a stone flew back and caused the damage but it was not from being struck by our policyholder. The rear bumper is pulled outward and backward away from the vehicle and would not be consistent with someone backing into the vehicle of [redacted]. [redacted] vehicle was parked and unoccupied at the time of the accident. There is no scraping down the side of [redacted] vehicle only the on impact on the L front door. [redacted] called [redacted] a few days later and [redacted] explained again why Nationwide could not pay for the damage to the L quarter panel and rear bumper. Then later the repair shop called [redacted] and wanted to know if Nationwide was paying for the questionable damage and [redacted] explained to the shop why he was not paying for the damage. [redacted] stated that he only rec'd the one call from [redacted] and one from the body shop and he returned all of them. He does not remember [redacted] calling him and he didn't return the call. After reviewing the file, I am in agreement with [redacted] on the damages to the L quarter panel and rear bumper not being related to a single impact caused by our policyholder backing up and hitting a park vehicle in the L front door. Sincerely,
[redacted]Nationwide ###-###-####
We are in receipt of your request dated July 25, 2016 for information regarding the above referenced file. Ms. [redacted] states that the processing of the above claim was excessively delayed and beyond the 30 day time frame Nationwide states for claims turn around. She is requesting for her claim to be...
processed and paid immediately.Ms. [redacted] has a Whole Pet With Wellness Plan with a $100.00 annual deductible for her cat [redacted]. On May 11, 2016 we received a claim with a diagnosis of “Fractured Rear Tooth, Severe Periodontal Disease. Dental Prophylaxis.” Received with [redacted]’s claim was an invoice totaling $651.92 for treatment on May 10, 2016. This claim was reviewed and processed by our claims department on May 12, 2016. Given the close proximity to the policy effective date, this claim was temporarily denied and medical records were requested back to April 1, 2015 to verify eligibility.Although reimbursement of Ms. [redacted]’s claim was still pending additional information to determine eligibility, it was processed and closed the day after it was received. The explanation of benefits was sent out on May 13, 2016 and our claims department operated well within the 30 day turn around time.Please see the timeline below for an explanation of our underwriting and claims department’s review:? May 11, 2016: Claim 201605114431 received.? May 12, 2016: Claim was temporarily denied and medical records were requested.? May 25, 2016: [redacted]’s medical records were received.? June 15, 2016: A letter was sent to Ms. [redacted] advising her that an additional 30 days would be required for the review to be completed.? July 21, 2016: Underwriting review was completed. [redacted] was noted to have moderate to severe dental disease on May 5, 2016. Based on information provided by [redacted]’s veterinarian, it would require more than 4 days for dental disease of this degree to manifest and is therefore pre-existing, per the terms of the policy. The veterinarian also clarified that there was no tooth fracture present. As a dental cleaning had been performed, future claims may be eligible after May 24, 2016. Please note that since records also indicated [redacted] had been vomiting prior to the PED, an exclusion for gastroenteritis was added to her policy (diagnosis code 4500).? July 22, 2016: A letter was sent to Ms. [redacted] advising her of the results of the underwriting review.As outlined in the Whole Pet With Wellness policy:Section 5. What We Do Not Cover – ExclusionsA. “Diagnosis or treatment of any pre-existing condition.”Section 2. DefinitionsK. “Pre-existing condition means any condition that began or was contracted, manifested, orincurred within twelve months of the effective date of this policy or during any waiting period,whether or not the condition was discovered, diagnosed, or treated. A chronic condition is a preexistingcondition unless it began after the effective date of this policy.”Claim 201605114431 was reopened and reprocessed post underwriting review with no reimbursement sincethe periodontal disease being treated was found to be pre-existing. A revised explanation of benefits was sentto Ms. [redacted] on July 22, 2016. This claim was processed correctly and within the terms of Ms. [redacted]’spolicy.While the processing of this claim was never delayed, the underwriting review did take additional time tocomplete in order to determine if the condition being treated was eligible for coverage. Ms. [redacted] cancelledher policy for [redacted] effective July 22, 2016. She was issued a refund of her unearned premium July 24, 2016.Should you require any further assistance in this matter, please contact our [redacted]Patty G[redacted], at [redacted] or via email at [redacted]Sincerely,Vincent G[redacted]
Thank you Fri, 03/11/16 3:13 pm I received the refund from Nationwide insurance, today by Fed Ex. I do Thank you, very much for...
your help. [redacted]
This does not fully address the issue at hand. I feel that the response was vague and doesn't specifically outline how the company was fraudulent and the response (as well as the company) was not customer friendly. This was not expressed clearly in the document and notifications were not made upon making the payment in full. I also noticed the company never specifically states why there is a penalty and why for only certain states. When I spoke with their representatives during cancellation, the representatives themselves clearly expressed how this is unjust and unfair business practices. (I feel that any customer reading this would believe the same). I could not even reach a supervisor upon request either. I feel that the company should fulfill my request, as well as, in the future, advise the customer, upon making the payment in full, that if cancelled within the period of time, you will get a penalty.
Regards,
[redacted]
Dear [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.
On 2/20/2015, [redacted] purchased a six...
month insurance policy from the [redacted] with a bill plan of 16.7% down and 5 installments when down payment was accepted in the amount of $108.51.
On 2/21/2015 [redacted] and her mother contacted our service center upset that the policy had been released as the [redacted] did not own or taken possession of the vehicle. As [redacted] had provided the vehicle identification number for the 2005 Honda Civic LX and our underwriting guidelines do not require the policy holder be the owner of a vehicle the policy was released without incident.
[redacted] is able to cancel her policy with a signed cancellation request, which I have provided with this document and can be returned directly to me for process at [redacted] or by fax to ###-###-####. As [redacted] was purchasing the vehicle from a private seller, documentation is not required for her to obtain a full refund. A 10 bank day processing hold is placed on all cancellations from the date of the last payment. Once received the cancellation will be processed on 3/9/2015 effective her requested date. [redacted] can expedite her request by providing a bank statement showing the 2/20/2015 payment of $108.51 and the preceding 10 day running balance.
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]
[redacted]
After receiving and reviewing the response from Nationwide I dispute their claim in that they failed to offer any proof to support their accusations.I offered my signed and dated contract which clearly states my monthly payment amount as well as my bank statements. I immediately called Nationwide Ins. (I would request they turn over the recorded conversation from my call to their office.) Where the rep clearly stated that she would put the form in the mail and all I had to do is sign it. No form was ever recieved and subsequently in Jan my Ins premium doubled. The only reason I changed my ins coverage was because my rate went up so I went online for a cheaper quote in that I live on SS. so I am on a budget and I got stuck with a bunch of crooks who not only stole my money but ruined my credit.They say they mailed them (just like the old saying) check is in the mail and I say I responded by call them. This proof is in their recorded conversation, where they clearly state all conversations are recorded to protect your rights.(Request a supeona for tape)I've offered proof by contract agreement as well as bank statements and from their response by the Suzana K[redacted], Rep for Nationwide, she should do her job a little better and check all the records and not just the one's they stick in a file.Sorry about all the sarcasm. No offense meant and I thank you very much for your assistance in this matter.Respectfully submitted[redacted]
Thank you for the opportunity to respond to Ms. [redacted] concerns regarding the above referenced auto policy. Nationwide understands that the insured may be going through some financial hardships, but we are legally obligated to apply our nonpayment of premium rules consistently to all...
policyholders. We are required by state statute to send all billing notices and nonpayment of premium notices to the last known address provided on the policy. We sent the billing notice on May 8, 2017 and the warning letter for non pay on May 18, 2017 to the address currently listed on her policy. The last date of payment was June 4, 2017. Payment was made on June 4, 2017, but was returned due to an invalid payment. Therefore, the policy cancelled for non payment of premium effective June 4, 2017 While the insured's circumstances are unfortunate, the Company does not get involved in an insured's personal business and therefore can not make any exceptions due to her current personal situation. Due to the payment history on the policy, she is not eligible for reinstatement. Sincerely, Kristin M[redacted] Personal Lines Compliance Specialist
I did provide proof to Mr Peters concerning the overdraft and I did not receive a call requesting I do not cash the check. My husband deposited the check while I was out of town. Not I.
Regards, [redacted]
Thank you for reaching out to us to advise of your concerns. We have provided you with specific contact information to further assist with this matter.