Crowne Plaza Louisville Airport

Thank you for your recent inquiry regarding a complaint you received from (insert name of the complainant). As Personal Lines Underwriter, I have reviewed this claim file and would like to address [redacted]’s concerns. If I do not provide the information you need for this matter, please do not...

hesitate to let me know.[redacted] had a personal lines homeowners policy.The concern regarding the cancellationThe letter [redacted] received dated April 6, 2015 outlined the hazards that were found during the inspection of his home. As mentioned in the letter, we would be able to retain the homeowner’s policy with proof of the requested repairs. (see attached letter)Since the repairs were not shown to be completed the policy canceled effective May 11, 2015.The concern regarding the refundThe Homeowner policy began on February 13, 2015, and Nationwide charged $998.10 for the annual policy premium. The policy was in force for 87 days.- On February 13, 2015, we received a payment for the amount of $83.17, which lowered the balance due to $914.93.- On March 17, 2015, we received a payment for the amount of $83.18, which lowered the balance due to $831.75.- The policy cancelled due to rejection effective May 11, 2015, and $760.16 was credited to the billing account in unearned premium leaving a collection amount due of $71.59.On April 16, 2015, Nationwide sent a Final Homeowner Bill for the amount of $71.59 due by May 11, 2015 (see attached). The amount of $71.59 is a valid amount due for insurance protection provided. There are no refunds for this policy.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call [redacted], Office of Customer Advocacy [redacted] at ###-###-#### or email her at [redacted].Sincerely,[redacted]Nationwide Insurance###-###-####[redacted]

While she confirmed most my experience they were never able to further assist me which is why I had to find financing elsewhere which they were able to finance me in less than a week as I had all the documents and information ready at hand like I did with nationwide. Given my prior experience with Nationwide when I applied for a loan about 3 years ago they have made few changes which I believe are not for the best and delays the process as it did in this scenario. The fact that the customer service reps are unable to even provide a simple fax number correctly is beyond my understanding as this happened 2 times. I hope that with this complaint Nationwide is able to properly train their staff and make changes for the better. Maybe next time I need a loan ill give them one more try however this one did not go according to their promise about how simple and fast their loans are. 
Regards, [redacted]

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]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is more than satisfactory to me. Nationwide went above and beyond what they were required to do. I very much appreciate that and my interactions with [redacted]
Regards,
[redacted]

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]

[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]

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]

I am in receipt of your correspondence dated February 5, 2015, addressed to the Office of Customer Advocacy, regarding [redacted]. In her statement of the problem, [redacted] would like a detailed explanation on the premium changes during the policy term and the billing amounts. I will be happy...

to respond to the concerns of our member.On September 9, 2014, [redacted] contacted Nationwide Sales via telephone for an automobile quote. A multi-policy discount was added to the policy, because the member agreed to obtain both an automobile and property policy on that date. The amount of the multi-policy discount varies based on the type of property product obtained. The discount was input as though the member owned her home, instead of as a tenant (renter’s) policy. The discount was correctly adjusted after policy inception, during the Underwriting discovery period, which resulted in an increased premium on the automobile policy of $180.56. Feedback has been provided to the leadership of the sales agent involved for adding the discount incorrectly at policy inception.The auto policy was started effective September 12, 2014. The six month premium was $1,029.56, ending on March 12, 2015. The monthly payment was $171.59. On October 15, 2014, the multi-policy discount was corrected effective September 12, 2014, to reflect renting rather than owning a home. This change increased the full term premium to $1,210.12 with six month payments of $201.68. This change created a premium not billed for September 12, 2014 through November 12, 2014 in the amount of $60.19 that would be divided over the remaining four months. This made the new billing amount $216.73 or $201.68 plus $15.04, one fourth of the $60.18.On December 22, 2014, [redacted] replaced a vehicle on the policy effective December 21, 2014. This change created a prorated increase on the policy of $226.65 from December 21, 2014, to March 12, 2015.On January 20, 2015, [redacted] requested to cancel the policy effective the same day. The cancellation process was completed the same day the warning notice was mailed. The notice mailed was a reminder that the January 22, 2015 payment for $340.93 had not been received. This billing statement was closed once the cancellation was completed.On Janruary 22, 2015, [redacted] was connected with our escalation team and was quoted a prorated balance owed for the policy at $176.58. This balance included the prorated premium owed from inception to cancellation. When the December payment was received it was a prorated payment from December 12, 2014, to January 12, 2015, and the policy was cancelled on January 20, 2015.The premium due after the cancellation can be broken down into three portions to make it clearer. The first portion of $30.10 was the remaining premium owed for September and October of the original $60.19 uncollected premium due. The second portion comes from the vehicle and coverage change on December 21, 2014. This increased premium was from December 21, 2014, to January 12, 2015, at $61.56. The last portion of $85.60 is from the newly adjusted premium for both vehicles from January 12, 2015, to January 20, 2015. The original final bill included a late fee of $10.00 for a total amount owed of $187.26. We have removed a previously paid installment fee of $6.00 and the late fee of $10.00 making the remaining balance owed only $171.26.We hope this explanation on why premium is still owed will help [redacted] understand the premium changes and the amount owed. We are including a billing breakdown on the account to provide a timeline of this information, along with additional documentation, to assist in understanding this transaction.We apologize for any confusion that may have been caused. If we may offer any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] direct at ###-###-#### or by email at [redacted]Sincerely,[redacted] [redacted] [redacted]Nationwide Insurance Company of America###-###-####[redacted]

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]

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]

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]

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 ###-###-####

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]

This letter is in response to Ms. [redacted]’ recent rejection to our latest response and her request to expunge the collection from the credit report tied to her cancelled Nationwide personal auto policy.As previously indicated, a Final Bill was issued on July 5, 2016, which gave the opportunity for Ms. [redacted] to pay it prior to going to a collection company. The collection itself was not handed over to [redacted] Collection Services (CCS) until August 23, 2016. Once that occurred, the insured had 30 days to pay before it would show on the credit report itself. Payment was not received until January 6, 2017, almost a full six months after the cancellation of the policy, and five months after the final bill was issued. This all being said, we cannot clear the credit history as if the collection never existed because it was both valid and delinquent. However, we can confirm that since the payment was made, it is being removed from the Credit Report. It can take 30-60 days from the date of payment for the Credit Report to show as updated, but CCS has confirmed the item is being cleared as a settled debt.If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted], at ###-###-#### or by email at [email protected],Jeremy T BagotJeremy T. BagotSr. Analyst, Customer Response and Resolution###-###-####[email protected]

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 for reaching out to us to advise of your concerns.  We have provided you with specific contact information to further assist with this matter.

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]

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]

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             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]