[redacted]
Insured:[redacted]
Policy #: [redacted]
Company Name: Nationwide General Insurance Company
[redacted]
[redacted]
Inception date: May 7, 1986
Dear [redacted]
We regret that our rates were not competitive enough to keep [redacted] auto policy insured with us. [redacted] policy increases were a direct result of a rate increase in her area at each renewal.
The May 7, 2014 renewal generated with the term premium of $766.74. This was an overall increase of $13.12 from the previous renewal. This increase was due to a general rate increase. The November 7, 2014 renewal generated with the term premium of $806.91. This was an overall increase of $40.17 from the previous renewal. This increase was due to a general rate increase. The May 7, 2015 renewal generated with the term premium of $835.59. This was an overall increase of $28.68 from the previous renewal. This increase was due to a general rate increase.
[redacted] agent, Albert G[redacted], is sorry that the member is unhappy with her rates. He believes he took good care of her as a customer over the years. Unfortunately, [redacted] expressed to the agent that she does not wish to speak with him and advised him not to call her.
On August 6, 2015, [redacted] request cancelled her auto policy effective August 3, 2015. A refund was sent to her in the amount of $20.18. Our records indicate that she cashed the refund check on August 26, 2015.
We would like to personally express our regrets in losing [redacted] as a member and ask that should her situation change in the future, she will consider Nationwide to be “On Your Side” again.
If you require further assistance, please contact our Customer Relations Coordinator, Cathy D[redacted], at ###-###-#### or by email at [redacted].
I have the items in my possession. I have had several evaluations performed by experts. But Nationwide just discounts them. I am requesting that someone from the Revdex.com examine the items. Or, please provide contact information for examiners that could provide opinions regarding the damaged clothing and shoes. I have attached file and will be glad to send other supporting pictures and statements from the cobblers, dry cleaners and shoe manufactures. Nationwide said they would send an expert to examine one of my Persian rugs. That has not happened.
Regards, [redacted]
Thank you for the opportunity to respond to the complaint filed by [redacted] regarding the above referenced policy with Nationwide Mutual Insurance Company. We have reviewed the concerns expressed by Mrs. [redacted], and will attempt to address them in this letter.
[redacted] has had...
her auto policy with our Company since August 14, 2014. Our Company mailed Mrs. [redacted] her auto renewal on July 14, 2015 informing her that the renewal premium would be $1,368.80. A claim was filed with our Company by Mrs. [redacted] for a loss that occurred on July 24, 2015. Within the claims investigation, we found that an unlisted driver, [redacted], was driving at the time of the loss and is a regular operator of Mrs. [redacted]’s vehicles. Based on our Company’s business best practices, [redacted] was added to the auto policy as a principle operator effective July 25, 2015. Notification was mailed to Mrs. [redacted] on October 22, 2015 to inform her of this change. An additional premium of $1,050.50 was applied to the account and the updated policy declarations was mailed to Mrs. [redacted] on October 30, 2015. A copy of the change notification, renewal and revised policy declarations are attached for your reference.
On November 6, 2015 our Company updated [redacted]’s date of birth from January 1, 2015 to August 28, 1991, in addition to updating her as an occasional operator instead of a principle operator effective July 25, 2015. This change generated a reduction in premium of $433.80. A copy of the revised policy declarations mailed to Mrs. [redacted] on November 9, 2015 is attached for your reference.
[redacted]’s auto policy cancelled effective November 12, 2015 per her request. On November 30, 2015 a final bill was mailed to Mrs. [redacted] advising a payment of $335.23 was due for coverage provided up to the date of cancellation. Payment was not received by December 15, 2015, hence a collection notification was mailed to Mrs. [redacted] on December 16, 2015 requesting payment of $335.23 by January 14. 2016. A copy of the final bill and collection notice is attached for your reference.
The collection balance of $335.23 was for coverage provided for [redacted], from July 25, 2015 to November 12, 2015. In review of this case, we are unable waive the $335.23 for coverage provided up to the date of cancellation on Mrs. [redacted]’s auto policy with our Company.
We appreciate the opportunity to review [redacted]’s auto policy and hope the information will help to address her concerns.
If you require further assistance, please contact our [redacted], Cathy D[redacted], at ###-###-#### or by email at [redacted].
Sincerely,
Thomas K. G[redacted]
Nationwide Insurance
###-###-####
Email: [redacted]
Enclosures: Change Notification
Policy Declarations
Final Bill
Collection Notice
Breakdown
In response to your request to address a complaint filed by 3rd Party Claimant [redacted], please be advised after attempts to reach Ms. [redacted] on Friday, July 29, 2016 I was able to speak with her today concerning her claim. Ms. [redacted]’s concern stems from the estimate written by...
Material Damage Associate Chris R[redacted], which includes non new OEM parts. Ms. [redacted] explained use of these parts would void the manufacturer’s certification of her vehicle. Ms. [redacted] explained that [redacted], employee with [redacted] informed her that the alternative parts would not fit properly. I explained to Ms. [redacted] that if the parts included on our estimate are not equivalent in fit, finish, quality, safety and performance we would adjust the estimate to include parts that would comply with these requirements. I advised we warranty these parts for the lifetime that she owns the vehicle, so long as they are purchased from the vendor listed on our estimate. I explained if the parts do not fit we will inspect and replace as warranted. I also advised that based on the fact the shop has ordered the parts listed on our estimate (as told to me by Ms. [redacted]) I will extend the rental for her until Friday, August 5, 2016 pending completion of repairs. I also advised I would ask Mr. R[redacted] to check in with shop throughout the week of August 1, 2016 to make sure repairs are being completed so Ms. [redacted] can receive her vehicle back as quickly as possible. I provided Ms. [redacted] with my direct cell number and name. We ended the conversation with Ms. [redacted] voicing her satisfaction with my follow up.If you require further assistance, please contact our [redacted], Christine G[redacted], at ###-###-#### or by email at [redacted]Feel free to reach out to me at ###-###-#### if you have any questions or need further information.Respectfully,Pamela A[redacted]
I was not properly informed of the program. I was not told my data would be lost and not transferred to another vehicle. If you look at my silverado. it is on the same path as the equinox to receive 40%. What I am asking for is compensation for the misinformation and lack of customer service. For being a Driver based program, why does it rely on vehicles. Why couldnt I just put the dongle to MY new car since it is tracking MY driving.
Regards, [redacted]
Dear [redacted] Thank you for contacting the Office of Customer Advocacy in regards to your interactions with your local agent. We appreciate the opportunity to address your concerns. I would like to apologize on behalf of Nationwide for the delayed processing of your request as well...
as the poor experience you've had with your local agent. At Nationwide we strive to provide an excellent customer service experience and we express deep concern that your encounters with us did not meet those standards. We value your opinion and your business, and we want to ensure that the necessary steps have been taken to prevent something like this from reoccurring. We apologize for any inconvenience this situation may have caused and we hope to continue providing your insurance needs. A representative form our Underwriting department is reviewing your policy and should be in touch with you shortly regarding the items listed on your policy, possible duplications, and potential refunds. We would like for you to consider calling ###-###-#### to switch to Nationwide Sales Solutions. Nationwide Sales Solutions allows you to do business with Nationwide directly. NSS agents are highly skilled sales professionals who use consultative selling techniques to make the most of each interaction with members. If you're interested in working with another local agent, please visit our website, www.nationwide,com, and contact the agent of your choice to request a transfer.Please let me know if I can be of any additional assistance to you.Sincerely,[redacted]Nationwide Insurance[redacted]
Thank you for the opportunity to respond to the RevDex.com regarding policy number [redacted] for Ms. [redacted] and to
address her concerns about the policy.
On 08/19/2015, Ms. [redacted] purchased a six month insurance
policy from the Nationwide Sales...
Solutions with a bill plan of 16.7% down and 5
installments.
Ms. [redacted] made a payment of $49.77 to start the policy on
08/19/2015. Ms. [redacted] was advised that it was a partial payment. The full
down payment amount required was $55.29.
On 09/04/2015, a Notice of Installment Due was mailed to Ms.
[redacted] advising an amount due of $72.66. This amount included the outstanding
$5.52 remaining from the down payment. Ms. [redacted]’s installments were $67.14
as agreed upon during the quoting process.
On 10/04/2015, no payment was received and the policy
cancelled. There is an outstanding balance in the amount of $47.91.
If you require further assistance in this matter, please
contact our Customer Relations Coordinator, Charity W[redacted] at ###-###-#### or by email at [redacted].
Sincerely,
Alexandria C[redacted]
I have reviewed the complaint submitted by [redacted] and his concerns regarding the total loss...
value of his 2000 Mitsubishi Gallant insured with Nationwide. According to the complaint, [redacted] contends that his policy should provide coverage and benefits for the damage to his vehicle that does not take into consideration the fact that it was totaled prior to this loss. Based on his comment that he is seeking payment from Nationwide for the total loss of his vehicle as if there were no rebuilt/reconstructed title, it appears he is seeking coverage beyond that provided for in his policy.
The 2000 Mitsubishi Gallant insured by [redacted] is a vehicle with a rebuilt title. [redacted]’s policy provides for payment of actual cash value, giving consideration to fair market value, age, condition, and betterment of the vehicle at the time of loss. Thus, the fact that the insured vehicle was “reconstructed” and carried a branded title immediately prior to the accident impacted the value of the vehicle for the purpose of the total loss settlement.
Under the “Limits and Conditions of Payment” section of [redacted]’s policy, payment is based on the Actual Cash Value of the vehicle or its damaged parts at the time of the loss. In accordance with the policy provisions, we offered a total loss settlement in writing to [redacted] in the amount of $1,668.92 on August 26, 2014 after multiple attempts to reach him by phone. On October 21, 2014 [redacted] called and left a voicemail for the total loss associate that he would like to retain his vehicle. On the same day, the total loss associate mailed a letter to [redacted] outlining the settlement offer if Nationwide retained his vehicle and if he retained his vehicle.
[redacted] chose not to remove his vehicle from his policy when it was totaled in 2011 nor did he notify his agent of the branded title status or the “reconstructed” history of the vehicle. Notwithstanding, the valuation of [redacted]’s vehicle based on actual cash value would not change, as it is undisputed that the vehicle was a “reconstructed” vehicle with a branded title at the time of this loss. In that respect, [redacted] received a fair and appropriate settlement based on an accurate valuation of his vehicle according to the terms of his policy with Nationwide
[redacted]’s vehicle was properly determined to be a total loss and the settlement offer presented to [redacted] was as follows:
Nationwide’s settlement offer for the branded title of the 2000 Mitsubish Galant was based on the coverage provided for in [redacted]’s policy, which included payment of the actual cash value of the vehicle at the time of the loss. Because the Mitsubishi Galant was a reconstructed vehicle with a branded title, Nationwide cannot issue payment as [redacted] seeks, that is, as if there was no reconstructed title, as such payment would not be consistent with the provisions of [redacted]’s policy. Nationwide respectfully submits that the settlement offer presented to [redacted] is fair and reasonable and based on an appropriate valuation of his vehicle. Copies of the CCC Valuescope valuation supporting this offer, the estimate, and Nationwide’s settlement letter, are attached for your reference. If you have any questions or require any additional information, please do not hesitate to contact me.
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address his concerns about the policy. On 01/12/2017, Mr. [redacted] started a six-month, 25% down payment personal auto policy through the Lawrence Agency...
Incorporated. The policy cancelled on 02/26/2017 for non-payment of the first installment bill, due on 02/12/2017. On 01/14/2017, the system erroneously sent a memo to both Mr. [redacted] and the Lawrence Agency Inc. advising that a Mississippi driver’s license was required. The error has since been addressed and corrected in the system, and on 01/31/2017 underwriting logged off the memo so no follow up actions would be taken on Mr. [redacted]’ policy. On 02/10/2017, underwriting received an error notification from the Rhode Island Division of Motor Vehicles in regards to the VIN number provided on Mr. [redacted]’ policy. The memo that was sent to Mr. [redacted] on 02/11/2017 requested the VIN be verified with the member service center. It also advised that the error may indicate the vehicle is not registered with the state. At no point in this memo or at any point moving forward was Mr. [redacted]’ policy set up for cancellation due to the vehicle registration or his driver’s license. On 04/03/2017, the agency contacted the member service center to advise that Mr. [redacted] was unable to get his vehicle registered with the state of Rhode Island, and requested to have the policy cancelled back to inception. The Member Care Representative advised that we would need a signed cancellation request from Mr. [redacted] to complete the request. The agent was also advised that any funds owed back to Mr. [redacted] would be mailed to him in the form of a check. At no point during this conversation is the amount of the refund discussed. On 04/03/2017 the signed cancellation request was received by the member service center. As per our underwriting guidelines, processing sent a memo to both Mr. [redacted] and the Lawrence Agency Inc. advising that additional proof was required to complete the cancellation due to the requested date being more than 30 days in the past. However, because Mr. [redacted]’ agent was advised a signed cancellation request was needed with nothing further to cancel, we have gone ahead and re-cancelled Mr. [redacted]’ policy to his requested date of 01/12/2017. He will be receiving a check in the mail for $303.10. Mr. [redacted] mentions in his statement that he tried contacting Nationwide directly in January in regards to the memos he had received and that no one ever returned his call. The member service center does not have an after-hours message system in place, and there is no record of Mr. [redacted] calling the member service center. I trust that I have addressed the issues within Mr. [redacted]’ complaint. If you require further assistance, please contact me, Charity W[redacted], at ###-###-#### or by email at [email protected]. Sincerely, Jillian J[redacted] Analyst, Process Management
I am in receipt of your letter to [redacted] dated February 22, 2016.Review of policy [redacted] found the member called several times in order to cancel the policy effective July 30, 2015. Several attempts were made to obtain a cancellation request form. Since a completed cancellation form was...
not received the policy remained active until it cancelled for non-payment effective October 12, 2015.On January 26, 2016, the member called regarding the policy cancellation date and was advised that the proof of insurance on file was for a Dodge Dakota and not the Jeep Grand Cherokee listed on the policy. The member was advised to submit a Bill of Sale or a registration showing the new owners of the Jeep in order to back date the cancellation of the policy. Unfortunately, the requested information was not received so the cancellation date was not adjusted.As a courtesy, since it was clear that the member wanted to cancel the policy and had obtained other insurance effective July 30, 2015, the cancellation date of policy [redacted] has been adjusted to July 30, 2015. The collection balance of $39.42 has been cleared and a refund of $80.28 has been mailed to the member at [redacted], Walnut, MS 38683.If you have any additional questions, please contact Sharon W[redacted] at w[redacted][email protected] or via phone at ###-###-####.Office of Customer Advocacy | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220
I am in receipt of your email dated June 29, 2015.
I am providing you with the following information:
· Policy Declarations
· Billing Statement...
· Notice of Cancellation
Policy [redacted] renewed effective February 28, 2014, with a term premium of $471.30.
On April 7, 2015, a paperless bill was emailed to the policyholder, at [redacted], advising a payment of $78.55 would be drafted from his bank account on or around May 1, 2015.
On April 30, 2015, the May 1, 2015, draft was suspended per the policyholder’s request.
On May 7, 2015, a Notice of Cancellation was mailed to the address on file advising a payment of $78.55 was due by May 25, 2015, in order to continue coverage.
A payment was not received and policy [redacted] cancelled effective May 26, 2015.
I reviewed the call that transpired on May 26, 2015. The policyholder called the service center regarding the Notice of Cancellation he received. The service representative advised the policyholder that the policy was in the process of cancelling but advised the policy was eligible for reinstatement until June 25, 2015, with a payment of $142.02. The policyholder stated he would not be able to make the payment "today" but he would be able to make the payment on Friday. The service representative advised making the payment on Friday would be fine but explained the policy would remain cancelled until it was reinstated. The service representative advised the policyholder that he could request a new due date once the policy was reinstated, explaining if the policy was reinstated on Friday, then his new due date would be the 29th of every month. The policyholder asked if there would be any penalties.
The service representative advised the policyholder that he would have a lapse in coverage and we would notify the [redacted] Department of Transportation ([redacted]DOT). She explained some states have penalties for lapses in coverage and advised the policyholder to contact [redacted]dot to discuss any fines or penalties. The service representative also explained that with the lapse in coverage, he may no longer qualify for certain discounts and explained the premium could change. She explained that we would not know what the new premium would be until the policy was reinstated. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I reviewed the call that transpired on May 27, 2015. The policyholder called the service center regarding the cancellation of his policy and the payment required to reinstatement the policy. He asked if he could set up a pre-authorized post for the following Saturday. The service representative explained that we could not accept post dated payments and advised the amount needed would be $142.02. She advised the policyholder that he had until July 25, 2015, to make the payment, otherwise, the policy would not be eligible for reinstatement. The policyholder asked if he would have a lapse in coverage once the payment was made on Saturday or if the policy would continue as if nothing happened. The service representative explained that he may incur a lapse surcharge but underwriting would determine if the surcharge would be added or not. The policyholder stated he was just wondering because he knew there may be a charge for a lapse in coverage. The service representative explained that he did not have any previous lapses in coverage but she could not advise if he would incur the surcharge or not. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I was unable to locate any additional calls until June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The policyholder was advised that our systems were down so we could not process any payments. The policyholder was asked to call back around 7:00 AM.
I reviewed the second call that transpired on June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The service representative confirmed the May 26, 2015, cancellation and advised the policy was eligible for reinstatement with a payment of $141.45. He explained the payment would reinstate the policy effective "today". The service representative explained there would be a lapse in coverage from May 26, 2015, to "today". He advised the policyholder that if there were any fines or fees from [redacted]DOT, he would be responsible for satisfying those. The service representative also explained the premium could change with the reinstatement. He advised the rate could stay the same, be less, or be more, explaining any rate changes would be due to the lapse in coverage, advising continuous coverage generally produced a lower rate. The service representative also advised if there had been any rate changes, accidents, or violations, the premium would change. He explained that he could not advise of the new rate. The service representative explained once the payment was received, it would go to underwriting to finish the reinstatement process, and then the policy would be released. The policyholder asked if the week lapse would impact him negatively or since he paid it in within a week, would it matter. The service representative explained a lapse of less than 30 days would allow the reinstatement of the policy and a lapse greater than 30 days would require a new policy. He explained anything over a one day lapse in coverage could impact the rate, advising anything over 30 days would have a greater impact. The service representative explained he could not advise of the impact the lapse would have on [redacted]DOT. He advised what had happened was pretty minor and while we did not like seeing a cancellation/reinstatement, it was nothing super detrimental. The service representative obtained the policyholder’s bankcard information and proceeded with taking the payment. The policyholder asked if the account would be set up on automatic draft. The service representative advised the automatic payments would resume once the policy was reinstated and advised his new due date would be the
6th of every month. He advised the policyholder that the next draft would take place on July 6th. The service representative encountered some system issues while attempting to process the payment
and the policyholder had to provide the bankcard information again. The service representative was able to process the payment and emailed the payment confirmation to the policyholder. The service representative advised the policyholder that he would receive an updated Declarations showing the policy term from June 6, 2015 to December 6, 2015. He explained the policy was staring over with the same coverages, same policy information, and same policy number, advising only the effective and expiration dates would change. The policyholder asked what he should do if he was stopped by a cop. The service representative advised he could use the prior information because the policy number and vehicle information would be the same. He also advised the policyholder that if something happened, the officer could call the service center to confirm the reinstatement of the policy. At the end of the call, the service representative advised the policyholder that the next payment would be drafted on July 6th. The service representative did not advise the policyholder that there would not be a dramatic increase in premium since he paid within a week or because the lapse in coverage was less than a month.
On June 10, 2015, policy [redacted] reinstated effective June 6, 2015, with a term premium of $679.70. Per our underwriting guidelines, since Mr. [redacted] had been a policyholder of Nationwide for less than one year, a lapse in coverage surcharge was added to the policy. The addition of the lapse in coverage surcharge resulted in the removal of the Accident Free Discount as this discount is not applicable when there is a lapse in coverage surcharge on the policy.
On June 18, 2015, a cancellation request was received from the policyholder and forwarded to our retention team to handle. At this time, the July 6, 2015, draft was suspended and the billing account was changed from recurring draft to direct bill. On June 26, 2015, an outbound call was made to the policyholder, at ###-###-####, in order to discuss his request. A message was left advising of the receipt of his email requesting the cancellation of the policy effective July 6, 2015. The retention representative advised of the need for a cancellation document with the policyholder’s signature and explained the form could be emailed to him and signed electronically. The retention team contact number was provided. There are no notes indicating that the policyholder called the retention team regarding the cancellation of his policy.
If the policyholder wishes to cancel policy [redacted], he will need to contact the Customer Service Center, at ###-###-####, which is open 24 hours, 7 days a week, in order to complete the required Cancellation Request Form.
If you require further assistance, please our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted].
Thank you for your recent inquiry regarding correspondence you received from [redacted]. We are aware of Mr. [redacted]’s concerns and feel we have been diligent, respectful and professional in considering and addressing all. The cloths and shoes in question were cleaned with...
Mr. [redacted]’s consent by qualified, professional vendors with expertise in water and fire restoration. Upon completion, the [redacted]s questioned whether the items had been properly restored. We met the [redacted]s at the vendor location and inspected the items in question with them. There was not a consensus agreement between the parties regarding the articles in question. In an effort to resolve the matter, we had the [redacted]s select a sampling of items they felt were not properly restored and had them sent to the International Textile Analysis Laboratory for testing. They performed “chemical, Spectra-Light multi-spectrum tests (including ultra-violet light), high-powered microscopic examinations, colorfastness, stability, as well as other extensive and complete testing of all components”. All results and testing did not show “any water damage, mold or mildew, odor, chemicals, residues or foreign soils”. Furthermore, these tests revealed that the items tested did not exhibit any of the problems or concerns expressed by the [redacted]s, which were specifically that the items had “a change in appearance and were ruined”. The analysis found there was “no evidence of any local or dimensional changes.” The testing also found there was “no evidence of fabric weakening, fabric damage or texture change fading or discolorations associated with heat, water, smoke or professional cleaning”. They also opined that all the items tested had been “properly handled in restoration and is presently in the condition that it was in prior to any smoke exposure”. Their final conclusion for the items tested state they did not find any stains or residue or odor in the items tested from causes such as fire, fire suppression, water, smoke, special chemical odor- removal treatments or any other cleaning compounds”. They also found that the tests did not indicate the articles had been “shrunk, distorted, damaged, discolored or has any color or texture changes from exposure to smoke or any recent professional fire restoration care procedures”. These results were shared with the [redacted]s. The [redacted]'s are not in agreement with the results, but have not provided any physical evidence, or qualified analysis, to support their position. Mr. [redacted] has subsequently provided opinions by various other vendors and we have reviewed each and respectfully followed up on all. In short, the [redacted]s appear to simply desire to have items replaced despite the lack of evidence or qualified opinions to justify and support doing so. Mr. [redacted] also alleges Nationwide Mutual Fire Insurance Company has not “allowed for the replacement of our property without us supplementing the funds with barrowed money”. We disagree and deny we have not properly applied the [redacted]'s coverage in this case. Nationwide Mutual Fire Insurance Company has properly and promptly paid the [redacted]s per the provisions of their policy of insurance and will continue to do so. We strive to meet our customer’s needs and expectations while enforcing the terms and conditions of their contract. We also understand that despite our sincere efforts to assist, sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me. Thank you for bringing this matter to our attention. Sincerely, Shea S[redacted]
Ref Your letter from May 5, 20151st paragraph:Why did I received a premium increase at the renewal time without reasonable advancenotice and reason for the increase? I have enclosed a copy of all my incoming callsincluding the callers telephone numbers. No call was recorded from [redacted]Agency, phone ####-###-#### for the entire month of March, let alone on March 3rd,2015 as they stated. Please do not provide this list to Nationwide as it is readily availableto them upon their request. This document is proof that they did not make a call to me norleave a message that my premium had changed.2nd paragraph:On March 25,2015 I called [redacted] to advise that I wanted to cancel my insurancepolicy with them because I never received a response from her since I had questioned thepremium increase, and that I found an insurance company with better coverage and lowerrates.[redacted] stated that I needed to go the insurance agency in person to sign a notice ofcancellation. I have record of this telephone call made from my home as shown on the listof outgoing calls on March 25,2015. When I arrived [redacted] was outside of heroffice at the front desk covering the switchboard. It was at this time that [redacted]stated my premium should be lowered by $9 per month, not prior to this. She never saidwhy my premium had increased in the first place, or why she decided to decrease it. Sheasked to see my new policy and made a copy of it. When I told her that she never calledme back, she commented that she probably forgot to call me.As for being professional, please see the letter from [redacted] dated April 21,2015.Letter herewith.Also, [redacted] failed to mention that on March 4,2015 Nationwide/[redacted]Agency withdrew the payment of $134.40 from my checking account, which is veryunprofessional. This amount was not reduced by the $9 as [redacted] stated. I shouldhave been covered until April 4th, 2015.Sincerely,[redacted]
Thank you for the opportunity to research and respond to the above member’s concerns.
The policy start date was June 9, 2014 and canceled on August 31, 2014 due to non-pay. [redacted] called the [redacted] on July 24, 2014 and spoke to her...
agent, [redacted], and asked for her address to be updated. [redacted] did update the address, however; she did not include the unit/apt. number. This caused [redacted] to not receive any mail sent to her after this date from Nationwide. [redacted] was set up on Electronic Funds Transfer when the policy was started. The last auto draft occurred on August 8, 2014. This payment was returned for non-sufficient funds. The total that Nationwide attempted to collect was $89.73. This would include $60.29 billed for the auto and $29.50 for the tenant. On August 14, 2014 [redacted] was billed an additional $30.00 due to a non-sufficient fee from Nationwide. A payment was received on August 29, 2014 for $29.50 and was applied to policy [redacted]6. Nationwide mailed [redacted] a letter dated August 29, 2014 stating the amount paid was a partial payment and insufficient. The remainder of the payment needed to be paid by August 31, 2014 to avoid cancelation effective August 31, 2014. No monies were received in the month of September. On October 8, 2014 a payment was received by check in the amount of $89.78. A refund was sent out on October 11, 2014 for $46.74 as this was the excess payment on the canceled policy. On October 27, 2014 the account was sent to collections for $21.43. On November 3, 2014 a payment was received for $ 89.78. On November 5, 2014 a refund was mailed for $89.78 due to the policy being canceled. On December 10, 2014 a payment for $89.78 was received. The refund for this payment went out by mail on December 11, 2014.
December 10, 2014 [redacted] was pulled over by the police. They called to verify policy information and were advised that the policy was canceled. Between the August 2014 date and December 10, 2014, [redacted] had not communicated with her agent’s office at any time prior to her being pulled over by the police.
On December 11, 2014, [redacted] from [redacted]’s office called ###-###-#### and spoke to [redacted]s. [redacted]s advised her that they have made the decision to move their insurance to another company and already have a policy in place. [redacted]s asked that we send any monies owed to them to [redacted]. [redacted] contacted the Nationwide billing department to make sure they had the correct mailing address.[redacted] advised she has had several conversations with [redacted] via email. [redacted] last day of employment with [redacted] was August 29, 2014 and the agency has no record of the emails between them. The Nationwide IT department has advised once an employee leaves the company, emails can only be retrieved up to one week after their departure, after that, all information is deleted. [redacted] was asked to forward the emails to the agent’s office and she replied, “she did not have them because they were deleted."
Agent [redacted] and his staff are not targeting any specific community, gender or race when selling insurance and he has been a licensed Property and Casualty agent for over 10 years.
Please review the below timeline provided by the Nationwide billing and processing department:
In review of the account, the policy started June 9, 2014 with a premium of $361.70. Two valid payments of $89.78 were received on June 11, 2014 and July 14, 2014.
Payment of $89.73 was received on August 12, 2014. The August payment was returned due to insufficient funds on August 14, 2014. A returned item fee was assessed in the amount of $30.00.
The post office notified Nationwide of an updated address and the address was changed from [redacted]. on August 17, 2014.
On August 19, 2014, a Notice of Cancellation generated for $90.29 due by August 30, 2014 or the policy would cancel August 2, 2014. A payment of $29.50 was received via Check Free and applied to the Auto policy. On September 2, 2014, a partial pay letter was sent indicating the payment was not enough to keep the policy active. The policy cancelled for non payment of premium effective August 31, 2014. Upon cancellation, an amount due generated for coverage provided of $43.04 on the cancelled policy.
A payment of $89.78 was received via Check Free on October 8, 2014. This paid the $43.04 collection and left a credit on the account of $46.74. This payment did not qualify the Auto policy to reinstate, denial letter was sent on October 9, 2014. A refund of $46.74 was initiated by the system on October 13, 2014.
Payment of $89.78 was received via Check Free on November 3, 2014. The payment was refunded on November 6, 2014 as the policy remained cancelled. Denial letter was mailed on November 4, 2014 indicating the policy was still cancelled.
Payment of $89.78 was received via Check Free on December 10, 2014. The payment was refunded on December 12, 2014 and then was stop paid and reissued on December 19, 2014 and the policy remained cancelled. Denial letter was mailed on December 11, 2014 indicating the policy was still cancelled.
The returned item fee was waived as a courtesy causing the $30.00 to be refunded to the member on December 23, 2014.
Impound fees totaling $303.25 were refunded on December 24, 2014. We do not show if this has been cashed yet. It was sent to [redacted]
The member has a balance due of $21.43 on the cancelled HP policy. Servicing had advised we could stop the $30.00 returned item fee refund and apply it to the balance; however, the member cashed this refund. We can not apply the $30.00 credit to the home policy balance since the check was cashed.
Refunds
Three checks were issued to [redacted] &/or [redacted] at [redacted]. The reissued check for $89.78 was sent to the [redacted] address. Attached are the cashed check copies for checks [redacted], and [redacted].
· Ck #[redacted] was issued October 13, 2014 for $46.74 and was cashed on December 19, 2014.
· Ck #[redacted] was issued November 6, 2014 for $89.78 and was cashed on December 19, 2014.
· Ck #[redacted] was issued December 12, 2014 for $89.78 and was stopped on December 17, 2014 due to an error. A manual check, #[redacted] was express over-nighted to [redacted] on December 19, 2014 and has not been cashed. The tracking number for this refund is [redacted] and it shows delivered to the front door on December 22, 2014 at 11:34 a.m.
· Ck #[redacted] was issued December 23, 2014 for $30.00 and was cashed on January 20, 2014.
I have attached all correspondence that was mailed to Mr. and [redacted], along with copies of all cashed checks and a billing account detailed breakdown for your review.
If you have any further questions please feel free to contact me.
February 21, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear Ms. [redacted],This letter is in response to Mr. [redacted]’s complaint regarding the non payment cancellation of hisNationwide Auto policy, and the service he received when contacting our Service Center regardingthis matter.Mr. [redacted]’s account was set up on paperless billing statements. His billing statements are sent tothe email address on file, [redacted]. Cancellation notices are sent via US Mail inaccordance with the State Insurance Department.On December 9, 2016, a billing notice was emailed to the insured at [redacted] advising thata payment of $245.34 was due by January 16, 2017. Payment was not received, therefore a Notice ofCancellation was issued on January 20, 2017 stating that a payment of $260.34 (includes a $15.00late fee) must be received by February 5, 2017, or the policy will cancel effective February 6, 2017.No payment was received and the policy cancelled effective February 6, 2017 due to non payment ofpremium. Enclosed is a copy of the Billing Notice, Notice of Cancellation, and Proof of Mailing foryour review.Mr. [redacted] states in his complaint that his last day to pay was February 9, 2017. A review of ourrecords show we have no bill or documentation in our system to show February 9th as the last day topay.Mr. [redacted] has expressed concerns regarding his service experience. We have reviewed Mr.[redacted]’s call to Nationwide’s Service Department to verify what had occurred. We have found thatMr. [redacted] contacted our Service department on February 8, 2017 to dispute the cancellation for nonpayment. Mr. [redacted] stated that the notice he received advised that he had until February 9, 2017 tomake the payment. The Service Associate pulled the bill that was issued, in addition to thecancellation notice, and advised the insured that according to Nationwide’s document file, thecancellation notice advised the premium must be paid by February 5, 2017 to maintain coverage.The associate also stated that if the insured could provide a copy of the document he received tosupport his statement, we would honor a misprint and reverse the cancellation. Furthermore, theassociate offered to have the insured send it to them directly so that they could handle it for him. Theinsured stated he was out of town at the time and would not be able to obtain that statement until alater date. He was concerned about driving without insurance in the mean time. The Associateinformed him that Nationwide could rewrite a new policy, but that providing the statement would beOffice of Customer Advocacy | [redacted] [redacted]the only way that we could make an exception to reverse the cancelled policy. At this moment, theinsured requested a Supervisor. The associate recommended our Escalation Team, placed theinsured on hold, and called the Escalation Team for their review. The Associate was unable to reacha member of that team. After reaching their voicemail, the hold continued for approximately two andhalf minutes. After this, the associate came back on the line to advise that they had their Supervisorreview it. The Supervisor declined a reinstatement unless the insured would provide a copy of thewarning notice the insured states had a later date listed as the last date to pay.Currently, Nationwide has to concur with our original decision. All documentation in our files showsthat we advised payment must be received by February 5, 2017. If Mr. [redacted] would provide us acopy of the bill which he states said February 9, 2017 as the last date to pay, we would honor it andreverse the cancellation. If that documentation cannot be provided, then the cancellation wouldstand.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted],at ###-###-#### or by email at [redacted].Sincerely,[redacted]
[redacted]Nationwide###-###-####[redacted]Enclosures: January 2017 BillNotice of CancellationProof of Mailing
Good afternoon,I am writing in response to the complaint number referenced above.In researching the accounts, I found that the complainant has had two closed Home Equity lines ofCredit with Nationwide Bank.On today's date, we overnighted the Satisfaction of Mortgage documents to the county in which...
theproperty is located for each of the two lines of credit. We also emailed the complainant copies of thesame documents and provided the FedEx tracking number for the package that is being sent to thecounty of residence for the complainant.I have spoken with the complainant multiple times and kept her aware of the progress in the resolutionof her concerns.We consider this matter resolved. Please feel free to let me know if there are further questions orconcerns.Sincerely,
I am writing in response to the complaint received today regarding Ms. [redacted]’ checking account with Nationwide Bank, and funds that have been held in the account.In reviewing Ms. [redacted]’ account, I find that as of today’s date, we have reached the ten-day required hold time prior to account closure....
As Ms. [redacted]’ payroll direct deposit was posted within that time frame, the deposit became part of the balance that was restricted. With that a request has been submitted to close all accounts that Ms. [redacted] holds with Nationwide Bank, with a check to be mailed to the address we have on file. That check will be mailed no later than February 14, 2017. Ms. [redacted] will also receive, in a separate mailing, a letter confirming the account closures. We ask that our customers allow seven to ten business days to receive any item or items that are mailed.I certainly regret the unfortunate timing that resulted in delaying the availability of Ms. [redacted]’ payroll deposit.Sincerely,
First;y: Concerning the Vehicle : It is not safe for me to be driving the same vehicle. The thieves from an organized crime group have all information of the vehicle, keys and remotes and additional information.The have the same keys that I have. Ms Little mentioned that I do not have to pay car insurance deductible since it is covered in my home insurance. Earlier Ms Tara said, I have to pay the deductible. Why is there a conflict among both the statements? Please note that the vehicle is my personal property. I have upto 400,000 coverage as per my agent. why am I being denied to use my coverage????Secondly on the House Invasion: 1. Today is Feb 17th 2016. It is almost one month since the burglary happened. The first adjuster (Mr Ernie) that came to the house was yesterday., Feb 16 2016. Ms Melanie G[redacted] has officially rejected damages that happened to the house. There were a broken pipe causing water leak, sprinkler damages, walls being torn with some kind of tool, doors being pushed around causing damage . The patio glass door which was a double glazed door shattered causing the ceiling and perpendicular wall to crack. There was a glass door that was broken. That area had to be secured. Insurance did not send anyone immediately. I had to ask [redacted] company to secure the door, so that rodents, rain, garbage may not enter the house. I had to stay at a cousins place until the bare minimum was fixed for me to move back. There were emergency contractors that I had to initiate to bring the house to the state that I could live in. Now I am being told Nationwide will not cover for the damages. She is claiming that if items were not stolen from the garage then the garage wall will not be fixed. ( Photos of the whole house have been emailed to her. ) There are witness that have claimed rummages all over the house including garage, restrooms, bedrooms. The whole house was gone through by the robbers. [redacted], Officer [redacted] husband are witnesses that items were rummaged in garage and rest of the house. IMG _1592 is of the closet in the master suite, IMG 1580 : picture of bags taken from garage thrown in family and rummaged.. ( cheque books missing) IMG 1579 : Downstairs room rummaged ( watches stolen) IMG 1646: picture of empty watch boxes upstairs)2. I do not have any paperwork from the assigned contracted who is supposed to do the work. I have an estimate. 3. A police report was filed immediately. Report number [redacted]
Regards,
[redacted]
There are many area's of disagreement between NW and myself, besides the value of my car. For example I was never offered a I settlement prior to the repairs, although I opposed the rational of spending over $11500 on a seven year old car. ( you may recall the first est. was $6700, Then $10500. Last est. $11500.) In light of this dispute, Nationwide( insurer ) was mandated to issue me a [redacted] 1 form, per [redacted] Ins. [redacted] refused to respond to this mandate thus creating a malfeasance.Regarding the value, or (lack thereof I enclose a letter from Mr. [redacted], a broker who I asked to help market my car. It indicates the honest or true "value". I also include two '[redacted]' up-dates they clearly demonstrate 42000 people viewed my car, zero, offers!! zero interest, 42000! I also Had a recent letter from [redacted] the Said:"your 2007 DTS could be worth as much as $6500 on trade! Sometime later I called our local Nationwide to inquire about a possible diminished value declaration, I was told " the only declaration your car falls under is the declaration of, Bad Luck" We spend our Insurance dollars to protect our assets, not deplete or eliminate them as is the case here with our car. I remain hopeful Revdex.com will old Nationwide to a professional standard or record my complaint for others to see. I am available should anyone wish to speak with me with questions or comments. My family cannot afford to let this issue go unsettled, all options will be explored so that our story will be heard, folks should know, this is what happened to us.We are out of pocket over $3000.00 We were without transportation for nearly four Months The car was NEVER brought back to true " pre loss condition" There are clear violations of [redacted] that go unanswered NW states our car value is $18.5K, we demonstrate that is not true.
[redacted] [redacted]
[redacted] [redacted]
[redacted] Thank you for your follow up regarding a complaint you received from [redacted]. We have reviewed the concerns of the customer and previously provided a response outlining our coverage decision. At this time, our position has not changed from our original response. Again, thank you for bringing this matter to our attention. I hope this resolves any pending concerns. Sincerely,
[redacted] Nationwide Mutual Insurance Company ###-###-####-####[redacted]
September 24, 2015
Revdex.com File #: [redacted]
Complainant:...
[redacted]
Insured:[redacted]
Policy #: [redacted]
Company Name: Nationwide General Insurance Company
[redacted]
[redacted]
Inception date: May 7, 1986
Dear [redacted]
We regret that our rates were not competitive enough to keep [redacted] auto policy insured with us. [redacted] policy increases were a direct result of a rate increase in her area at each renewal.
The May 7, 2014 renewal generated with the term premium of $766.74. This was an overall increase of $13.12 from the previous renewal. This increase was due to a general rate increase. The November 7, 2014 renewal generated with the term premium of $806.91. This was an overall increase of $40.17 from the previous renewal. This increase was due to a general rate increase. The May 7, 2015 renewal generated with the term premium of $835.59. This was an overall increase of $28.68 from the previous renewal. This increase was due to a general rate increase.
[redacted] agent, Albert G[redacted], is sorry that the member is unhappy with her rates. He believes he took good care of her as a customer over the years. Unfortunately, [redacted] expressed to the agent that she does not wish to speak with him and advised him not to call her.
On August 6, 2015, [redacted] request cancelled her auto policy effective August 3, 2015. A refund was sent to her in the amount of $20.18. Our records indicate that she cashed the refund check on August 26, 2015.
We would like to personally express our regrets in losing [redacted] as a member and ask that should her situation change in the future, she will consider Nationwide to be “On Your Side” again.
If you require further assistance, please contact our Customer Relations Coordinator, Cathy D[redacted], at ###-###-#### or by email at [redacted].
Sincerely,
Tiffany C[redacted]
Sr. Analyst
Member Solutions - Shared Services
Customer Resolution & Response
Nationwide
###-###-####
Enclosures: Policy Declarations
I have the items in my possession. I have had several evaluations performed by experts. But Nationwide just discounts them. I am requesting that someone from the Revdex.com examine the items. Or, please provide contact information for examiners that could provide opinions regarding the damaged clothing and shoes. I have attached file and will be glad to send other supporting pictures and statements from the cobblers, dry cleaners and shoe manufactures. Nationwide said they would send an expert to examine one of my Persian rugs. That has not happened.
Regards, [redacted]
Thank you for the opportunity to respond to the complaint filed by [redacted] regarding the above referenced policy with Nationwide Mutual Insurance Company. We have reviewed the concerns expressed by Mrs. [redacted], and will attempt to address them in this letter.
[redacted] has had...
her auto policy with our Company since August 14, 2014. Our Company mailed Mrs. [redacted] her auto renewal on July 14, 2015 informing her that the renewal premium would be $1,368.80. A claim was filed with our Company by Mrs. [redacted] for a loss that occurred on July 24, 2015. Within the claims investigation, we found that an unlisted driver, [redacted], was driving at the time of the loss and is a regular operator of Mrs. [redacted]’s vehicles. Based on our Company’s business best practices, [redacted] was added to the auto policy as a principle operator effective July 25, 2015. Notification was mailed to Mrs. [redacted] on October 22, 2015 to inform her of this change. An additional premium of $1,050.50 was applied to the account and the updated policy declarations was mailed to Mrs. [redacted] on October 30, 2015. A copy of the change notification, renewal and revised policy declarations are attached for your reference.
On November 6, 2015 our Company updated [redacted]’s date of birth from January 1, 2015 to August 28, 1991, in addition to updating her as an occasional operator instead of a principle operator effective July 25, 2015. This change generated a reduction in premium of $433.80. A copy of the revised policy declarations mailed to Mrs. [redacted] on November 9, 2015 is attached for your reference.
[redacted]’s auto policy cancelled effective November 12, 2015 per her request. On November 30, 2015 a final bill was mailed to Mrs. [redacted] advising a payment of $335.23 was due for coverage provided up to the date of cancellation. Payment was not received by December 15, 2015, hence a collection notification was mailed to Mrs. [redacted] on December 16, 2015 requesting payment of $335.23 by January 14. 2016. A copy of the final bill and collection notice is attached for your reference.
The collection balance of $335.23 was for coverage provided for [redacted], from July 25, 2015 to November 12, 2015. In review of this case, we are unable waive the $335.23 for coverage provided up to the date of cancellation on Mrs. [redacted]’s auto policy with our Company.
We appreciate the opportunity to review [redacted]’s auto policy and hope the information will help to address her concerns.
If you require further assistance, please contact our [redacted], Cathy D[redacted], at ###-###-#### or by email at [redacted].
Sincerely,
Thomas K. G[redacted]
Nationwide Insurance
###-###-####
Email: [redacted]
Enclosures: Change Notification
Policy Declarations
Final Bill
Collection Notice
Breakdown
In response to your request to address a complaint filed by 3rd Party Claimant [redacted], please be advised after attempts to reach Ms. [redacted] on Friday, July 29, 2016 I was able to speak with her today concerning her claim. Ms. [redacted]’s concern stems from the estimate written by...
Material Damage Associate Chris R[redacted], which includes non new OEM parts. Ms. [redacted] explained use of these parts would void the manufacturer’s certification of her vehicle. Ms. [redacted] explained that [redacted], employee with [redacted] informed her that the alternative parts would not fit properly. I explained to Ms. [redacted] that if the parts included on our estimate are not equivalent in fit, finish, quality, safety and performance we would adjust the estimate to include parts that would comply with these requirements. I advised we warranty these parts for the lifetime that she owns the vehicle, so long as they are purchased from the vendor listed on our estimate. I explained if the parts do not fit we will inspect and replace as warranted. I also advised that based on the fact the shop has ordered the parts listed on our estimate (as told to me by Ms. [redacted]) I will extend the rental for her until Friday, August 5, 2016 pending completion of repairs. I also advised I would ask Mr. R[redacted] to check in with shop throughout the week of August 1, 2016 to make sure repairs are being completed so Ms. [redacted] can receive her vehicle back as quickly as possible. I provided Ms. [redacted] with my direct cell number and name. We ended the conversation with Ms. [redacted] voicing her satisfaction with my follow up.If you require further assistance, please contact our [redacted], Christine G[redacted], at ###-###-#### or by email at [redacted]Feel free to reach out to me at ###-###-#### if you have any questions or need further information.Respectfully,Pamela A[redacted]
I was not properly informed of the program. I was not told my data would be lost and not transferred to another vehicle. If you look at my silverado. it is on the same path as the equinox to receive 40%. What I am asking for is compensation for the misinformation and lack of customer service. For being a Driver based program, why does it rely on vehicles. Why couldnt I just put the dongle to MY new car since it is tracking MY driving.
Regards, [redacted]
Dear [redacted] Thank you for contacting the Office of Customer Advocacy in regards to your interactions with your local agent. We appreciate the opportunity to address your concerns. I would like to apologize on behalf of Nationwide for the delayed processing of your request as well...
as the poor experience you've had with your local agent. At Nationwide we strive to provide an excellent customer service experience and we express deep concern that your encounters with us did not meet those standards. We value your opinion and your business, and we want to ensure that the necessary steps have been taken to prevent something like this from reoccurring. We apologize for any inconvenience this situation may have caused and we hope to continue providing your insurance needs. A representative form our Underwriting department is reviewing your policy and should be in touch with you shortly regarding the items listed on your policy, possible duplications, and potential refunds. We would like for you to consider calling ###-###-#### to switch to Nationwide Sales Solutions. Nationwide Sales Solutions allows you to do business with Nationwide directly. NSS agents are highly skilled sales professionals who use consultative selling techniques to make the most of each interaction with members. If you're interested in working with another local agent, please visit our website, www.nationwide,com, and contact the agent of your choice to request a transfer.Please let me know if I can be of any additional assistance to you.Sincerely,[redacted]Nationwide Insurance[redacted]
Thank you for the opportunity to respond to the RevDex.com regarding policy number [redacted] for Ms. [redacted] and to
address her concerns about the policy.
On 08/19/2015, Ms. [redacted] purchased a six month insurance
policy from the Nationwide Sales...
Solutions with a bill plan of 16.7% down and 5
installments.
Ms. [redacted] made a payment of $49.77 to start the policy on
08/19/2015. Ms. [redacted] was advised that it was a partial payment. The full
down payment amount required was $55.29.
On 09/04/2015, a Notice of Installment Due was mailed to Ms.
[redacted] advising an amount due of $72.66. This amount included the outstanding
$5.52 remaining from the down payment. Ms. [redacted]’s installments were $67.14
as agreed upon during the quoting process.
On 10/04/2015, no payment was received and the policy
cancelled. There is an outstanding balance in the amount of $47.91.
If you require further assistance in this matter, please
contact our Customer Relations Coordinator, Charity W[redacted] at ###-###-#### or by email at [redacted].
Sincerely,
Alexandria C[redacted]
[redacted]
[redacted]
I have reviewed the complaint submitted by [redacted] and his concerns regarding the total loss...
value of his 2000 Mitsubishi Gallant insured with Nationwide. According to the complaint, [redacted] contends that his policy should provide coverage and benefits for the damage to his vehicle that does not take into consideration the fact that it was totaled prior to this loss. Based on his comment that he is seeking payment from Nationwide for the total loss of his vehicle as if there were no rebuilt/reconstructed title, it appears he is seeking coverage beyond that provided for in his policy.
The 2000 Mitsubishi Gallant insured by [redacted] is a vehicle with a rebuilt title. [redacted]’s policy provides for payment of actual cash value, giving consideration to fair market value, age, condition, and betterment of the vehicle at the time of loss. Thus, the fact that the insured vehicle was “reconstructed” and carried a branded title immediately prior to the accident impacted the value of the vehicle for the purpose of the total loss settlement.
Under the “Limits and Conditions of Payment” section of [redacted]’s policy, payment is based on the Actual Cash Value of the vehicle or its damaged parts at the time of the loss. In accordance with the policy provisions, we offered a total loss settlement in writing to [redacted] in the amount of $1,668.92 on August 26, 2014 after multiple attempts to reach him by phone. On October 21, 2014 [redacted] called and left a voicemail for the total loss associate that he would like to retain his vehicle. On the same day, the total loss associate mailed a letter to [redacted] outlining the settlement offer if Nationwide retained his vehicle and if he retained his vehicle.
[redacted] chose not to remove his vehicle from his policy when it was totaled in 2011 nor did he notify his agent of the branded title status or the “reconstructed” history of the vehicle. Notwithstanding, the valuation of [redacted]’s vehicle based on actual cash value would not change, as it is undisputed that the vehicle was a “reconstructed” vehicle with a branded title at the time of this loss. In that respect, [redacted] received a fair and appropriate settlement based on an accurate valuation of his vehicle according to the terms of his policy with Nationwide
[redacted]’s vehicle was properly determined to be a total loss and the settlement offer presented to [redacted] was as follows:
Nationwide Retained Settlement
ACV = $1,490.00 Condition Adjustment= $174.00 Subtotal ACV = $1,664.00
Tax 3%= $49.42
Tag/Title Fee= $55.00
Deductible= $100.00 Total Settlement Offer = $1,668.92
Owner Retained Settlement
ACV = $1,490.00 Condition Adjustment= $174.00 Subtotal ACV = $1,664.00
Salvage Value= $66.56
Deductible= $100.00 Total Settlement Offer = $1,497.44
Nationwide’s settlement offer for the branded title of the 2000 Mitsubish Galant was based on the coverage provided for in [redacted]’s policy, which included payment of the actual cash value of the vehicle at the time of the loss. Because the Mitsubishi Galant was a reconstructed vehicle with a branded title, Nationwide cannot issue payment as [redacted] seeks, that is, as if there was no reconstructed title, as such payment would not be consistent with the provisions of [redacted]’s policy. Nationwide respectfully submits that the settlement offer presented to [redacted] is fair and reasonable and based on an appropriate valuation of his vehicle. Copies of the CCC Valuescope valuation supporting this offer, the estimate, and Nationwide’s settlement letter, are attached for your reference. If you have any questions or require any additional information, please do not hesitate to contact me.
Sincerely,
[redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address his concerns about the policy. On 01/12/2017, Mr. [redacted] started a six-month, 25% down payment personal auto policy through the Lawrence Agency...
Incorporated. The policy cancelled on 02/26/2017 for non-payment of the first installment bill, due on 02/12/2017. On 01/14/2017, the system erroneously sent a memo to both Mr. [redacted] and the Lawrence Agency Inc. advising that a Mississippi driver’s license was required. The error has since been addressed and corrected in the system, and on 01/31/2017 underwriting logged off the memo so no follow up actions would be taken on Mr. [redacted]’ policy. On 02/10/2017, underwriting received an error notification from the Rhode Island Division of Motor Vehicles in regards to the VIN number provided on Mr. [redacted]’ policy. The memo that was sent to Mr. [redacted] on 02/11/2017 requested the VIN be verified with the member service center. It also advised that the error may indicate the vehicle is not registered with the state. At no point in this memo or at any point moving forward was Mr. [redacted]’ policy set up for cancellation due to the vehicle registration or his driver’s license. On 04/03/2017, the agency contacted the member service center to advise that Mr. [redacted] was unable to get his vehicle registered with the state of Rhode Island, and requested to have the policy cancelled back to inception. The Member Care Representative advised that we would need a signed cancellation request from Mr. [redacted] to complete the request. The agent was also advised that any funds owed back to Mr. [redacted] would be mailed to him in the form of a check. At no point during this conversation is the amount of the refund discussed. On 04/03/2017 the signed cancellation request was received by the member service center. As per our underwriting guidelines, processing sent a memo to both Mr. [redacted] and the Lawrence Agency Inc. advising that additional proof was required to complete the cancellation due to the requested date being more than 30 days in the past. However, because Mr. [redacted]’ agent was advised a signed cancellation request was needed with nothing further to cancel, we have gone ahead and re-cancelled Mr. [redacted]’ policy to his requested date of 01/12/2017. He will be receiving a check in the mail for $303.10. Mr. [redacted] mentions in his statement that he tried contacting Nationwide directly in January in regards to the memos he had received and that no one ever returned his call. The member service center does not have an after-hours message system in place, and there is no record of Mr. [redacted] calling the member service center. I trust that I have addressed the issues within Mr. [redacted]’ complaint. If you require further assistance, please contact me, Charity W[redacted], at ###-###-#### or by email at [email protected]. Sincerely, Jillian J[redacted] Analyst, Process Management
I am in receipt of your letter to [redacted] dated February 22, 2016.Review of policy [redacted] found the member called several times in order to cancel the policy effective July 30, 2015. Several attempts were made to obtain a cancellation request form. Since a completed cancellation form was...
not received the policy remained active until it cancelled for non-payment effective October 12, 2015.On January 26, 2016, the member called regarding the policy cancellation date and was advised that the proof of insurance on file was for a Dodge Dakota and not the Jeep Grand Cherokee listed on the policy. The member was advised to submit a Bill of Sale or a registration showing the new owners of the Jeep in order to back date the cancellation of the policy. Unfortunately, the requested information was not received so the cancellation date was not adjusted.As a courtesy, since it was clear that the member wanted to cancel the policy and had obtained other insurance effective July 30, 2015, the cancellation date of policy [redacted] has been adjusted to July 30, 2015. The collection balance of $39.42 has been cleared and a refund of $80.28 has been mailed to the member at [redacted], Walnut, MS 38683.If you have any additional questions, please contact Sharon W[redacted] at w[redacted][email protected] or via phone at ###-###-####.Office of Customer Advocacy | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220
Dear [redacted]
I am in receipt of your email dated June 29, 2015.
I am providing you with the following information:
· Policy Declarations
· Billing Statement...
· Notice of Cancellation
Policy [redacted] renewed effective February 28, 2014, with a term premium of $471.30.
On April 7, 2015, a paperless bill was emailed to the policyholder, at [redacted], advising a payment of $78.55 would be drafted from his bank account on or around May 1, 2015.
On April 30, 2015, the May 1, 2015, draft was suspended per the policyholder’s request.
On May 7, 2015, a Notice of Cancellation was mailed to the address on file advising a payment of $78.55 was due by May 25, 2015, in order to continue coverage.
A payment was not received and policy [redacted] cancelled effective May 26, 2015.
I reviewed the call that transpired on May 26, 2015. The policyholder called the service center regarding the Notice of Cancellation he received. The service representative advised the policyholder that the policy was in the process of cancelling but advised the policy was eligible for reinstatement until June 25, 2015, with a payment of $142.02. The policyholder stated he would not be able to make the payment "today" but he would be able to make the payment on Friday. The service representative advised making the payment on Friday would be fine but explained the policy would remain cancelled until it was reinstated. The service representative advised the policyholder that he could request a new due date once the policy was reinstated, explaining if the policy was reinstated on Friday, then his new due date would be the 29th of every month. The policyholder asked if there would be any penalties.
The service representative advised the policyholder that he would have a lapse in coverage and we would notify the [redacted] Department of Transportation ([redacted]DOT). She explained some states have penalties for lapses in coverage and advised the policyholder to contact [redacted]dot to discuss any fines or penalties. The service representative also explained that with the lapse in coverage, he may no longer qualify for certain discounts and explained the premium could change. She explained that we would not know what the new premium would be until the policy was reinstated. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I reviewed the call that transpired on May 27, 2015. The policyholder called the service center regarding the cancellation of his policy and the payment required to reinstatement the policy. He asked if he could set up a pre-authorized post for the following Saturday. The service representative explained that we could not accept post dated payments and advised the amount needed would be $142.02. She advised the policyholder that he had until July 25, 2015, to make the payment, otherwise, the policy would not be eligible for reinstatement. The policyholder asked if he would have a lapse in coverage once the payment was made on Saturday or if the policy would continue as if nothing happened. The service representative explained that he may incur a lapse surcharge but underwriting would determine if the surcharge would be added or not. The policyholder stated he was just wondering because he knew there may be a charge for a lapse in coverage. The service representative explained that he did not have any previous lapses in coverage but she could not advise if he would incur the surcharge or not. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I was unable to locate any additional calls until June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The policyholder was advised that our systems were down so we could not process any payments. The policyholder was asked to call back around 7:00 AM.
I reviewed the second call that transpired on June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The service representative confirmed the May 26, 2015, cancellation and advised the policy was eligible for reinstatement with a payment of $141.45. He explained the payment would reinstate the policy effective "today". The service representative explained there would be a lapse in coverage from May 26, 2015, to "today". He advised the policyholder that if there were any fines or fees from [redacted]DOT, he would be responsible for satisfying those. The service representative also explained the premium could change with the reinstatement. He advised the rate could stay the same, be less, or be more, explaining any rate changes would be due to the lapse in coverage, advising continuous coverage generally produced a lower rate. The service representative also advised if there had been any rate changes, accidents, or violations, the premium would change. He explained that he could not advise of the new rate. The service representative explained once the payment was received, it would go to underwriting to finish the reinstatement process, and then the policy would be released. The policyholder asked if the week lapse would impact him negatively or since he paid it in within a week, would it matter. The service representative explained a lapse of less than 30 days would allow the reinstatement of the policy and a lapse greater than 30 days would require a new policy. He explained anything over a one day lapse in coverage could impact the rate, advising anything over 30 days would have a greater impact. The service representative explained he could not advise of the impact the lapse would have on [redacted]DOT. He advised what had happened was pretty minor and while we did not like seeing a cancellation/reinstatement, it was nothing super detrimental. The service representative obtained the policyholder’s bankcard information and proceeded with taking the payment. The policyholder asked if the account would be set up on automatic draft. The service representative advised the automatic payments would resume once the policy was reinstated and advised his new due date would be the
6th of every month. He advised the policyholder that the next draft would take place on July 6th. The service representative encountered some system issues while attempting to process the payment
and the policyholder had to provide the bankcard information again. The service representative was able to process the payment and emailed the payment confirmation to the policyholder. The service representative advised the policyholder that he would receive an updated Declarations showing the policy term from June 6, 2015 to December 6, 2015. He explained the policy was staring over with the same coverages, same policy information, and same policy number, advising only the effective and expiration dates would change. The policyholder asked what he should do if he was stopped by a cop. The service representative advised he could use the prior information because the policy number and vehicle information would be the same. He also advised the policyholder that if something happened, the officer could call the service center to confirm the reinstatement of the policy. At the end of the call, the service representative advised the policyholder that the next payment would be drafted on July 6th. The service representative did not advise the policyholder that there would not be a dramatic increase in premium since he paid within a week or because the lapse in coverage was less than a month.
On June 10, 2015, policy [redacted] reinstated effective June 6, 2015, with a term premium of $679.70. Per our underwriting guidelines, since Mr. [redacted] had been a policyholder of Nationwide for less than one year, a lapse in coverage surcharge was added to the policy. The addition of the lapse in coverage surcharge resulted in the removal of the Accident Free Discount as this discount is not applicable when there is a lapse in coverage surcharge on the policy.
On June 18, 2015, a cancellation request was received from the policyholder and forwarded to our retention team to handle. At this time, the July 6, 2015, draft was suspended and the billing account was changed from recurring draft to direct bill. On June 26, 2015, an outbound call was made to the policyholder, at ###-###-####, in order to discuss his request. A message was left advising of the receipt of his email requesting the cancellation of the policy effective July 6, 2015. The retention representative advised of the need for a cancellation document with the policyholder’s signature and explained the form could be emailed to him and signed electronically. The retention team contact number was provided. There are no notes indicating that the policyholder called the retention team regarding the cancellation of his policy.
If the policyholder wishes to cancel policy [redacted], he will need to contact the Customer Service Center, at ###-###-####, which is open 24 hours, 7 days a week, in order to complete the required Cancellation Request Form.
If you require further assistance, please our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
[redacted]
Member Solutions – Shared Services
Customer Resolution & Response
Nationwide
###-###-#### Ext. [redacted]
[redacted]
Thank you for your recent inquiry regarding correspondence you received from [redacted]. We are aware of Mr. [redacted]’s concerns and feel we have been diligent, respectful and professional in considering and addressing all. The cloths and shoes in question were cleaned with...
Mr. [redacted]’s consent by qualified, professional vendors with expertise in water and fire restoration. Upon completion, the [redacted]s questioned whether the items had been properly restored. We met the [redacted]s at the vendor location and inspected the items in question with them. There was not a consensus agreement between the parties regarding the articles in question. In an effort to resolve the matter, we had the [redacted]s select a sampling of items they felt were not properly restored and had them sent to the International Textile Analysis Laboratory for testing. They performed “chemical, Spectra-Light multi-spectrum tests (including ultra-violet light), high-powered microscopic examinations, colorfastness, stability, as well as other extensive and complete testing of all components”. All results and testing did not show “any water damage, mold or mildew, odor, chemicals, residues or foreign soils”. Furthermore, these tests revealed that the items tested did not exhibit any of the problems or concerns expressed by the [redacted]s, which were specifically that the items had “a change in appearance and were ruined”. The analysis found there was “no evidence of any local or dimensional changes.” The testing also found there was “no evidence of fabric weakening, fabric damage or texture change fading or discolorations associated with heat, water, smoke or professional cleaning”. They also opined that all the items tested had been “properly handled in restoration and is presently in the condition that it was in prior to any smoke exposure”. Their final conclusion for the items tested state they did not find any stains or residue or odor in the items tested from causes such as fire, fire suppression, water, smoke, special chemical odor- removal treatments or any other cleaning compounds”. They also found that the tests did not indicate the articles had been “shrunk, distorted, damaged, discolored or has any color or texture changes from exposure to smoke or any recent professional fire restoration care procedures”. These results were shared with the [redacted]s. The [redacted]'s are not in agreement with the results, but have not provided any physical evidence, or qualified analysis, to support their position. Mr. [redacted] has subsequently provided opinions by various other vendors and we have reviewed each and respectfully followed up on all. In short, the [redacted]s appear to simply desire to have items replaced despite the lack of evidence or qualified opinions to justify and support doing so. Mr. [redacted] also alleges Nationwide Mutual Fire Insurance Company has not “allowed for the replacement of our property without us supplementing the funds with barrowed money”. We disagree and deny we have not properly applied the [redacted]'s coverage in this case. Nationwide Mutual Fire Insurance Company has properly and promptly paid the [redacted]s per the provisions of their policy of insurance and will continue to do so. We strive to meet our customer’s needs and expectations while enforcing the terms and conditions of their contract. We also understand that despite our sincere efforts to assist, sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me. Thank you for bringing this matter to our attention. Sincerely, Shea S[redacted]
Ref Your letter from May 5, 20151st paragraph:Why did I received a premium increase at the renewal time without reasonable advancenotice and reason for the increase? I have enclosed a copy of all my incoming callsincluding the callers telephone numbers. No call was recorded from [redacted]Agency, phone ####-###-#### for the entire month of March, let alone on March 3rd,2015 as they stated. Please do not provide this list to Nationwide as it is readily availableto them upon their request. This document is proof that they did not make a call to me norleave a message that my premium had changed.2nd paragraph:On March 25,2015 I called [redacted] to advise that I wanted to cancel my insurancepolicy with them because I never received a response from her since I had questioned thepremium increase, and that I found an insurance company with better coverage and lowerrates.[redacted] stated that I needed to go the insurance agency in person to sign a notice ofcancellation. I have record of this telephone call made from my home as shown on the listof outgoing calls on March 25,2015. When I arrived [redacted] was outside of heroffice at the front desk covering the switchboard. It was at this time that [redacted]stated my premium should be lowered by $9 per month, not prior to this. She never saidwhy my premium had increased in the first place, or why she decided to decrease it. Sheasked to see my new policy and made a copy of it. When I told her that she never calledme back, she commented that she probably forgot to call me.As for being professional, please see the letter from [redacted] dated April 21,2015.Letter herewith.Also, [redacted] failed to mention that on March 4,2015 Nationwide/[redacted]Agency withdrew the payment of $134.40 from my checking account, which is veryunprofessional. This amount was not reduced by the $9 as [redacted] stated. I shouldhave been covered until April 4th, 2015.Sincerely,[redacted]
Dear [redacted]
Thank you for the opportunity to research and respond to the above member’s concerns.
The policy start date was June 9, 2014 and canceled on August 31, 2014 due to non-pay. [redacted] called the [redacted] on July 24, 2014 and spoke to her...
agent, [redacted], and asked for her address to be updated. [redacted] did update the address, however; she did not include the unit/apt. number. This caused [redacted] to not receive any mail sent to her after this date from Nationwide. [redacted] was set up on Electronic Funds Transfer when the policy was started. The last auto draft occurred on August 8, 2014. This payment was returned for non-sufficient funds. The total that Nationwide attempted to collect was $89.73. This would include $60.29 billed for the auto and $29.50 for the tenant. On August 14, 2014 [redacted] was billed an additional $30.00 due to a non-sufficient fee from Nationwide. A payment was received on August 29, 2014 for $29.50 and was applied to policy [redacted]6. Nationwide mailed [redacted] a letter dated August 29, 2014 stating the amount paid was a partial payment and insufficient. The remainder of the payment needed to be paid by August 31, 2014 to avoid cancelation effective August 31, 2014. No monies were received in the month of September. On October 8, 2014 a payment was received by check in the amount of $89.78. A refund was sent out on October 11, 2014 for $46.74 as this was the excess payment on the canceled policy. On October 27, 2014 the account was sent to collections for $21.43. On November 3, 2014 a payment was received for $ 89.78. On November 5, 2014 a refund was mailed for $89.78 due to the policy being canceled. On December 10, 2014 a payment for $89.78 was received. The refund for this payment went out by mail on December 11, 2014.
December 10, 2014 [redacted] was pulled over by the police. They called to verify policy information and were advised that the policy was canceled. Between the August 2014 date and December 10, 2014, [redacted] had not communicated with her agent’s office at any time prior to her being pulled over by the police.
On December 11, 2014, [redacted] from [redacted]’s office called ###-###-#### and spoke to [redacted]s. [redacted]s advised her that they have made the decision to move their insurance to another company and already have a policy in place. [redacted]s asked that we send any monies owed to them to [redacted]. [redacted] contacted the Nationwide billing department to make sure they had the correct mailing address.[redacted] advised she has had several conversations with [redacted] via email. [redacted] last day of employment with [redacted] was August 29, 2014 and the agency has no record of the emails between them. The Nationwide IT department has advised once an employee leaves the company, emails can only be retrieved up to one week after their departure, after that, all information is deleted. [redacted] was asked to forward the emails to the agent’s office and she replied, “she did not have them because they were deleted."
Agent [redacted] and his staff are not targeting any specific community, gender or race when selling insurance and he has been a licensed Property and Casualty agent for over 10 years.
Please review the below timeline provided by the Nationwide billing and processing department:
In review of the account, the policy started June 9, 2014 with a premium of $361.70. Two valid payments of $89.78 were received on June 11, 2014 and July 14, 2014.
Payment of $89.73 was received on August 12, 2014. The August payment was returned due to insufficient funds on August 14, 2014. A returned item fee was assessed in the amount of $30.00.
The post office notified Nationwide of an updated address and the address was changed from [redacted]. on August 17, 2014.
On August 19, 2014, a Notice of Cancellation generated for $90.29 due by August 30, 2014 or the policy would cancel August 2, 2014. A payment of $29.50 was received via Check Free and applied to the Auto policy. On September 2, 2014, a partial pay letter was sent indicating the payment was not enough to keep the policy active. The policy cancelled for non payment of premium effective August 31, 2014. Upon cancellation, an amount due generated for coverage provided of $43.04 on the cancelled policy.
A payment of $89.78 was received via Check Free on October 8, 2014. This paid the $43.04 collection and left a credit on the account of $46.74. This payment did not qualify the Auto policy to reinstate, denial letter was sent on October 9, 2014. A refund of $46.74 was initiated by the system on October 13, 2014.
Payment of $89.78 was received via Check Free on November 3, 2014. The payment was refunded on November 6, 2014 as the policy remained cancelled. Denial letter was mailed on November 4, 2014 indicating the policy was still cancelled.
Payment of $89.78 was received via Check Free on December 10, 2014. The payment was refunded on December 12, 2014 and then was stop paid and reissued on December 19, 2014 and the policy remained cancelled. Denial letter was mailed on December 11, 2014 indicating the policy was still cancelled.
The returned item fee was waived as a courtesy causing the $30.00 to be refunded to the member on December 23, 2014.
Impound fees totaling $303.25 were refunded on December 24, 2014. We do not show if this has been cashed yet. It was sent to [redacted]
The member has a balance due of $21.43 on the cancelled HP policy. Servicing had advised we could stop the $30.00 returned item fee refund and apply it to the balance; however, the member cashed this refund. We can not apply the $30.00 credit to the home policy balance since the check was cashed.
Refunds
Three checks were issued to [redacted] &/or [redacted] at [redacted]. The reissued check for $89.78 was sent to the [redacted] address. Attached are the cashed check copies for checks [redacted], and [redacted].
· Ck #[redacted] was issued October 13, 2014 for $46.74 and was cashed on December 19, 2014.
· Ck #[redacted] was issued November 6, 2014 for $89.78 and was cashed on December 19, 2014.
· Ck #[redacted] was issued December 12, 2014 for $89.78 and was stopped on December 17, 2014 due to an error. A manual check, #[redacted] was express over-nighted to [redacted] on December 19, 2014 and has not been cashed. The tracking number for this refund is [redacted] and it shows delivered to the front door on December 22, 2014 at 11:34 a.m.
· Ck #[redacted] was issued December 23, 2014 for $30.00 and was cashed on January 20, 2014.
I have attached all correspondence that was mailed to Mr. and [redacted], along with copies of all cashed checks and a billing account detailed breakdown for your review.
If you have any further questions please feel free to contact me.
Sincerely,
[redacted]
[redacted]
Nationwide
###-###-####,
[redacted]
February 21, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear Ms. [redacted],This letter is in response to Mr. [redacted]’s complaint regarding the non payment cancellation of hisNationwide Auto policy, and the service he received when contacting our Service Center regardingthis matter.Mr. [redacted]’s account was set up on paperless billing statements. His billing statements are sent tothe email address on file, [redacted]. Cancellation notices are sent via US Mail inaccordance with the State Insurance Department.On December 9, 2016, a billing notice was emailed to the insured at [redacted] advising thata payment of $245.34 was due by January 16, 2017. Payment was not received, therefore a Notice ofCancellation was issued on January 20, 2017 stating that a payment of $260.34 (includes a $15.00late fee) must be received by February 5, 2017, or the policy will cancel effective February 6, 2017.No payment was received and the policy cancelled effective February 6, 2017 due to non payment ofpremium. Enclosed is a copy of the Billing Notice, Notice of Cancellation, and Proof of Mailing foryour review.Mr. [redacted] states in his complaint that his last day to pay was February 9, 2017. A review of ourrecords show we have no bill or documentation in our system to show February 9th as the last day topay.Mr. [redacted] has expressed concerns regarding his service experience. We have reviewed Mr.[redacted]’s call to Nationwide’s Service Department to verify what had occurred. We have found thatMr. [redacted] contacted our Service department on February 8, 2017 to dispute the cancellation for nonpayment. Mr. [redacted] stated that the notice he received advised that he had until February 9, 2017 tomake the payment. The Service Associate pulled the bill that was issued, in addition to thecancellation notice, and advised the insured that according to Nationwide’s document file, thecancellation notice advised the premium must be paid by February 5, 2017 to maintain coverage.The associate also stated that if the insured could provide a copy of the document he received tosupport his statement, we would honor a misprint and reverse the cancellation. Furthermore, theassociate offered to have the insured send it to them directly so that they could handle it for him. Theinsured stated he was out of town at the time and would not be able to obtain that statement until alater date. He was concerned about driving without insurance in the mean time. The Associateinformed him that Nationwide could rewrite a new policy, but that providing the statement would beOffice of Customer Advocacy | [redacted] [redacted]the only way that we could make an exception to reverse the cancelled policy. At this moment, theinsured requested a Supervisor. The associate recommended our Escalation Team, placed theinsured on hold, and called the Escalation Team for their review. The Associate was unable to reacha member of that team. After reaching their voicemail, the hold continued for approximately two andhalf minutes. After this, the associate came back on the line to advise that they had their Supervisorreview it. The Supervisor declined a reinstatement unless the insured would provide a copy of thewarning notice the insured states had a later date listed as the last date to pay.Currently, Nationwide has to concur with our original decision. All documentation in our files showsthat we advised payment must be received by February 5, 2017. If Mr. [redacted] would provide us acopy of the bill which he states said February 9, 2017 as the last date to pay, we would honor it andreverse the cancellation. If that documentation cannot be provided, then the cancellation wouldstand.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted],at ###-###-#### or by email at [redacted].Sincerely,[redacted]
[redacted]Nationwide###-###-####[redacted]Enclosures: January 2017 BillNotice of CancellationProof of Mailing
Good afternoon,I am writing in response to the complaint number referenced above.In researching the accounts, I found that the complainant has had two closed Home Equity lines ofCredit with Nationwide Bank.On today's date, we overnighted the Satisfaction of Mortgage documents to the county in which...
theproperty is located for each of the two lines of credit. We also emailed the complainant copies of thesame documents and provided the FedEx tracking number for the package that is being sent to thecounty of residence for the complainant.I have spoken with the complainant multiple times and kept her aware of the progress in the resolutionof her concerns.We consider this matter resolved. Please feel free to let me know if there are further questions orconcerns.Sincerely,
I am writing in response to the complaint received today regarding Ms. [redacted]’ checking account with Nationwide Bank, and funds that have been held in the account.In reviewing Ms. [redacted]’ account, I find that as of today’s date, we have reached the ten-day required hold time prior to account closure....
As Ms. [redacted]’ payroll direct deposit was posted within that time frame, the deposit became part of the balance that was restricted. With that a request has been submitted to close all accounts that Ms. [redacted] holds with Nationwide Bank, with a check to be mailed to the address we have on file. That check will be mailed no later than February 14, 2017. Ms. [redacted] will also receive, in a separate mailing, a letter confirming the account closures. We ask that our customers allow seven to ten business days to receive any item or items that are mailed.I certainly regret the unfortunate timing that resulted in delaying the availability of Ms. [redacted]’ payroll deposit.Sincerely,
First;y: Concerning the Vehicle : It is not safe for me to be driving the same vehicle. The thieves from an organized crime group have all information of the vehicle, keys and remotes and additional information.The have the same keys that I have. Ms Little mentioned that I do not have to pay car insurance deductible since it is covered in my home insurance. Earlier Ms Tara said, I have to pay the deductible. Why is there a conflict among both the statements? Please note that the vehicle is my personal property. I have upto 400,000 coverage as per my agent. why am I being denied to use my coverage????Secondly on the House Invasion: 1. Today is Feb 17th 2016. It is almost one month since the burglary happened. The first adjuster (Mr Ernie) that came to the house was yesterday., Feb 16 2016. Ms Melanie G[redacted] has officially rejected damages that happened to the house. There were a broken pipe causing water leak, sprinkler damages, walls being torn with some kind of tool, doors being pushed around causing damage . The patio glass door which was a double glazed door shattered causing the ceiling and perpendicular wall to crack. There was a glass door that was broken. That area had to be secured. Insurance did not send anyone immediately. I had to ask [redacted] company to secure the door, so that rodents, rain, garbage may not enter the house. I had to stay at a cousins place until the bare minimum was fixed for me to move back. There were emergency contractors that I had to initiate to bring the house to the state that I could live in. Now I am being told Nationwide will not cover for the damages. She is claiming that if items were not stolen from the garage then the garage wall will not be fixed. ( Photos of the whole house have been emailed to her. ) There are witness that have claimed rummages all over the house including garage, restrooms, bedrooms. The whole house was gone through by the robbers. [redacted], Officer [redacted] husband are witnesses that items were rummaged in garage and rest of the house. IMG _1592 is of the closet in the master suite, IMG 1580 : picture of bags taken from garage thrown in family and rummaged.. ( cheque books missing) IMG 1579 : Downstairs room rummaged ( watches stolen) IMG 1646: picture of empty watch boxes upstairs)2. I do not have any paperwork from the assigned contracted who is supposed to do the work. I have an estimate. 3. A police report was filed immediately. Report number [redacted]
Regards,
[redacted]
There are many area's of disagreement between NW and myself, besides the value of my car. For example I was never offered a I settlement prior to the repairs, although I opposed the rational of spending over $11500 on a seven year old car. ( you may recall the first est. was $6700, Then $10500. Last est. $11500.) In light of this dispute, Nationwide( insurer ) was mandated to issue me a [redacted] 1 form, per [redacted] Ins. [redacted] refused to respond to this mandate thus creating a malfeasance.Regarding the value, or (lack thereof I enclose a letter from Mr. [redacted], a broker who I asked to help market my car. It indicates the honest or true "value". I also include two '[redacted]' up-dates they clearly demonstrate 42000 people viewed my car, zero, offers!! zero interest, 42000! I also Had a recent letter from [redacted] the Said:"your 2007 DTS could be worth as much as $6500 on trade! Sometime later I called our local Nationwide to inquire about a possible diminished value declaration, I was told " the only declaration your car falls under is the declaration of, Bad Luck" We spend our Insurance dollars to protect our assets, not deplete or eliminate them as is the case here with our car. I remain hopeful Revdex.com will old Nationwide to a professional standard or record my complaint for others to see. I am available should anyone wish to speak with me with questions or comments. My family cannot afford to let this issue go unsettled, all options will be explored so that our story will be heard, folks should know, this is what happened to us.We are out of pocket over $3000.00 We were without transportation for nearly four Months The car was NEVER brought back to true " pre loss condition" There are clear violations of [redacted] that go unanswered NW states our car value is $18.5K, we demonstrate that is not true.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] Thank you for your follow up regarding a complaint you received from [redacted]. We have reviewed the concerns of the customer and previously provided a response outlining our coverage decision. At this time, our position has not changed from our original response. Again, thank you for bringing this matter to our attention. I hope this resolves any pending concerns. Sincerely,
[redacted] Nationwide Mutual Insurance Company ###-###-####-####[redacted]