Crowne Plaza Louisville Airport

From: [email protected] [mailto:[email protected]] Sent: Monday, March 16, 2015 11:30 AM To: [email protected] Cc: [email protected]; [email protected]; petrisd; Catherine McLaughlin Subject: Re: Complaint 10364058   Please add to complaint 10364058.   Good morning, I have not requested a new agency to assist me as of yet and have informed you that once I have a resolution regarding all matters I've addressed I would then decide if I wanted a new agent. Nationwide Headquarters  informed me on 3/12/15 to have your agency rewrite my policy. This change of Agency was not authorized or requested by me.   This now creates further delay in getting policy rewritten. I've been requesting for my policy to be re written since October 2014.  Please send all documentation as requested and rewrite my policy as requested.  Thank you,  Ms. [redacted]

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 following up with you in regards to the above mentioned customer complaint. I receivednotification of this customers concerns on 6/6/16 after I had already made contact andscheduled an appointment with Ms. [redacted], who is our policyholder Judy [redacted]s’daughter. I met Ms. [redacted] and her...

fiancé at [redacted] Auto body on Tues 6/7/16 around 11:30am and reviewed some concerns in which Ms. [redacted] was presenting relative to repair quality asa result of her collision loss that occurred on 08/18/2015Ms. [redacted] pointed out some areas of concern on her mothers leased 2013 Toyota Prius. Ioffered to contact [redacted] Rent a Car and provide a rental vehicle to Ms. [redacted], in an effort tohave [redacted] Auto body remove the rear bumper cover from the 2013 Toyota Prius to repair it.I then called the local Avon branch of Enterprise, and was advised that there were no availablevehicles at that location nor at any of the local branches, until other customers returned some oftheir fleet vehicles that were out in service. Ms. [redacted] agreed to allow [redacted] Rental todeliver an alternative vehicle to her place of employment the next morning, at which time I hadarranged for [redacted] Auto body to pick up the 2013 Toyota Prius and bring to their shop for athorough inspection.Ms. [redacted] left with a clear understanding of the next steps in this process. Ms. [redacted] returnedwithin several minutes to advise me that she just called the Lakewood [redacted] branch andwas advised that they in fact have rental vehicles available. I then asked for the phone numberthat Ms. [redacted] called and I dialed the number and put my phone on speaker in an effort to allowMs. [redacted] to witness the conversation with Enterprise. I spoke with Josh at the Lakewood[redacted] branch who stated they did not have any vehicles to rent until the following day. Ms.[redacted] witnessed that conversation and agreed to follow our agreed upon original plan.I followed up with phone calls to [redacted] Auto body and [redacted] all afternoon until around5:00 pm, at which time I was advised a customer returned a rental and that vehicle could beoffered to Ms. [redacted]. I followed up with Ms. [redacted] and advised her that she can drop off hermothers 2013 Toyota Prius at [redacted] Auto body and pick up the rental. Ms. [redacted] dropped offher mother’s vehicle and secured a rental vehicle on the evening of June 7, 2016. Ms. [redacted]followed up with a call to me advising she secured a rental and dropped off the 2013 ToyotaPrius at [redacted] Auto body. I drove to [redacted] Auto body on the morning of June 8, 2016,unannounced, and requested to see the 2013 Toyota Prius, along with all parts invoices fromthe completed repairs from the loss date of 08/18/2015. During my inspection of the 2013Toyota Prius, I observed collision type damages that appeared to be caused after the initialrepairs were completed in October 2015. I called Ms. [redacted] and explained in detail my on-siteinspection findings and advised her that the damages of poor quality workmanship that she isconcerned of and claiming appear to be unrelated to the 08/18/2015 loos. The damages appearto be a result of a more recent impact to the rear of her mothers 2013 Toyota Prius. Thedamages to the cover where it mounts to the left and right quarter panels as well as spider typecracks in the facia area, suggests some type of impact occurred. Ms. [redacted] disagreed andstressed again how much she felt that [redacted] Auto body was not being honest with her.I further explained to Ms. [redacted] that [redacted] Auto body has agreed to perform all necessarycollision related repairs to the rear of her mothers 2013 Toyota Prius, at no additional expenseto the [redacted] family. I offered to follow up with Ms. [redacted] after I return from vacation on June 20,2016, and address any concerns she may have, prior to turning in the lease vehicle. Ms. [redacted]seemed ok with my resolution and thanked me for providing such thorough explanations. It ismy understanding that Ms. [redacted] is ok with the resolution to this complaint and will follow upwith me directly in the event she has any further questions or concerns. If you have anyadditional questions please contact Customer Relations Coordinator Angela Shingary at [redacted] or [redacted]@nationwide.com.

February 21, 2017[redacted]
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[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

The photos provided by Oscar at Nationwide are not close ups, therefore does not show the condition of the bumper. I have attached current photo’s of the bumper that shows alignment issues (the bumper does not fit which is clear to see when you look at the vehicle in person) I’m not sure if Nationwide has actually looked at the vehicle or being honest in this report as you can clearly see the issue. I’ve also attached a  picture of the poor welding job done by [redacted] Auto Body during the first attempted repair in 2015 which [redacted] Auto Body finally corrected in 2016 after my complain to Revdex.com after exhausting efforts made with Nationwide to address. The report provided by Oscar is not the inspection to the customer. We have not received the report or bill at this time and will make further contact once we have an update from Toyota Financial.

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.

Standard vs non standard was not discussed.  At no time during my acceptance of a new policy was I told that it would be covered with anyone other than Nationwide. Nationwide wrote the policy, my payments are being sent to Nationwide not Titan. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] I read ur message to the reply the insurance company sent you. I'm upset they didn't tell u everything. Yes they did right by me at first by send me a check right out for the body work but when [redacted] contacted [redacted](the adjuster for the supplement)an told her the fifth wheel was no good an need to repl[redacted] an the price from freightliner which was $2500 she told him that she was not pay that that they would have to put a used one on. [redacted] tried to find one but no one else would sell a used one on r put a used one on since the fifth wheel caused the claim in the first pl[redacted] the trailer came halfway off at 5mph an caused this much damage no one wanted to take liability for a used one. Well this kept going on for weeks [redacted] finally told [redacted] that this was taking to long and this is someone lively hood an I was still making payments so he was just going to take one off their trucks an send her an invoice. [redacted] kept telling [redacted] she didn't get it an then she finally told him the invoice need to be from someone else he told her he couldn't do it because it's their fifth wheel after that she didn't respond to me r him no more. I have texts an can get phone records where I tried contacting her I left [redacted] messages that she never returned. Also you can contact [redacted] at [redacted] insurance company they r the agency that sold me the policy they called them a few time an they just gave him the run around an when the last time I talked to [redacted] he told me he was scratching his head on why they was taking the risk of putting a used fifth wheel on an why this was taking so long. I told him I was thinking about contacting the Revdex.com  an he told me I should because this wasn't adding up. Mean while since [redacted] was answering his phone calls r returning  messages [redacted] contacted [redacted] an sent the invoice directly to him. I got the truck finally yesterday evening after 2 months. If they would have just did the right thing the truck would have been out by the latest of the 1st of December. That is why I say they should pay a month for insurance, down time,an full responsibility for a used fifth wheel if something happens r someone accidentally killed. I was traveling at 5mph when the fifth wheel broke an trailer came halfway off an I had slam on my breaks to keep the trailer for coming all the way off the truck if I would have been on the highway at much faster speed someone would have been killed this Is a big big deal I'm so blessed that why I'm say [redacted] an me r anyone else but the insurance company National casualty insurance  company should be held liable for if something bad happens. I really thought insurance was about safety they preach it but a the took this long because they want to pay for a used fifth wheel but not a new an then still didn't want to except the invoice on a used that [redacted](their adjuster) who wanted a used one on. I talked to [redacted] for about 3 weeks an left messages say it didn't make no sense that this was taken so long over a fifth wheel an that we was already blessed that no one was hurt an killed over this claim. I don't know if they record their phone calls but if they do u will hear me tell him that several times         Contacts for you [redacted]: (w)###-###-####          (Cell)###-###-#### [redacted] : (w)###-###-#### [redacted] insurance company   This are the other people u can contact so u can hear they story not minds  Thanks: [redacted]

In reference to the unverified chat log, it is more of a he say, she say scenario. If we indeed go by what was stated to be said on the chat log, you can easily notice how adding [redacted](ex wife), on the policy was recommended by [redacted], and not requested by [redacted](customer). In addition, this does not match up to original agreement & no further acknowledgment has been confirmed by [redacted] about the change in amount. You cannot bill a change of amount without an agreement or acknowledgement on the stated amount. It goes both ways, per what's being said, you couldn't exclude a driver without a signature(Although sister company was able to). The change in amount without an agreed upon total, and a removal of discounts ultimately proves this agreement to be not valid.
It was not clear that the underwriter would approve or deny such a request that [redacted] recommended. [redacted] (customer) can't be held liable to understanding verbiage used for certain policy holder as [redacted] doesn't have education in the insurance field. This proves that without an actual amount, or agreement stating any changes. There was no other agreement agreed upon thereafter.
In summary the $98.45 stated to be owed is an amount made up by the business. Per chatlog "Nationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as a principal driver based on Mr. B[redacted]’s comments above. On April 2, 2015, our Member Care Representative contacted Mr. [redacted] 2 times to inform him that his policy had been activated without a lapse in coverage, and Ms. [redacted] was rated as a principal driver. The Representative was unable to reach Mr. B[redacted] or leave a voicemail as it was full. Another attempt was made to contact Mr. [redacted] on April 3, 2015 with the same result."
It is proven that [redacted](customer) wasn't aware of any changes in price of policy.

Request: I would like for Nationwide, in good faith, to do what's right and A. adjust the amount of 98.45 to the original agreed upon premium amount, or B. cancel all amounts due/owed to Nationwide Ins. as it's evident there was no clear communication and confirmation on any increases.
Thanks,
Regards,
[redacted]

[redacted]             We are writing in...

response to your inquiry into [redacted]’s claim.  We inspected [redacted]’s claim on September 24, 2014.  At the time of our inspection we did not find any hail damage.   [redacted]’s contractor informed us that he had found hail damage to her roof.  We hired [redacted], an independent structural engineer firm to inspect the roof and determine if there was hail damage.  [redacted] inspected the home on September 30th and determined that there was no hail damage to the shingles. This information has been provided to [redacted].
 
Thank you for providing us with the opportunity to review the claim.
 
Sincerely,
 
[redacted], Nationwide Affinity Insurance Company
Phone: ###-###-####
[redacted]

That is what I was told when I called about my damages. I was told by nationwide that no other claim needed to be open and that they would take care of it when the damages were fixed from the hit and run. I gave no authorization to open a new claim. I did not call the tow company. Nationwide did. this is a comp at nationwide used and trusted. I had no say on which company came to tow my car. Regards,
[redacted]

A review of our records show that the Member started the quoting process and bound this policy via Nationwide’s website, Nationwide.com, on December 14, 2013. The policy remained in force until cancelling effective November 1, 2015 for non-payment. The last payment received was on September 3,...

2015 in the amount of $117.91. A billing statement was sent to the member on September 21, 2015 by email at [redacted]@mchsi.com and by way of the United States Postal Service indicating that a payment in the amount of $117.92 was due on October 14, 2015. On October 20, 2015, a Notice of Cancellation was mailed via the United States Postal Service as required by the Georgia Department of Insurance. This Notice indicated that the policy would cancel effective November 1, 2015 if payment was not received by October 31, 2015. Payment was not received by the due date, so the policy did cancel. On November 6, 2015, a Payment Notice was mailed to the member via the United States Postal Service indicating that the bill for $65.93 represented the unpaid balance due for coverage provided from the June 14, 2015 renewal to the November 1, 2015 cancellation date. The Notice also advised the member that if payment was not made, that it was possible a collection agency might contact her and that it could have a negative effect on her credit. A copy of each document is enclosed. The member called Nationwide on February 16, 2016, indicating that her vehicle was inoperable and that she had cancelled her tags and had called Nationwide requesting that her policy be cancelled. Our associate inquired as to when the member contacted Nationwide and on what date she cancelled her tags, but she was unable to remember. In the State of Georgia, Nationwide requires a signed, written request from the member in order to cancel an insurance policy; whether it be through DocuSign or a Policy Cancellation Request form that we can mail or fax to the member for their signature. The member indicated she had not signed a cancellation form. Also, a search of our Call Copy recording system shows that since September 3, 2015, Nationwide has received two calls from the member’s phone number ###-###-####. The first call was on February 14, 2016, and lasted only thirty-five seconds before our associate advised the caller that she could not hear them and for them to call back. The second call was received on February 16, 2016 at which time the member explained her concern regarding the collection letter she had received. After our associate was unable to find a signed cancellation form in our document repository and no documentation of a previous in-coming call, she advised the member that we could adjust the cancellation date if she could obtain documentation from the Department of Motor Vehicles as to when she turned in/cancelled her tags. The member indicating that she was not willing to obtain the documentation needed and that she would contact the Revdex.com instead. As was indicated to the member, the November 1, 2015 cancellation date of the policy can be adjusted with proof that the tags were cancelled prior to that date. Once the member obtains proof, the documentation can be faxed to ###-###-####. A cover sheet should be included with the Automobile policy number clearly stated on both it and the Department of Motor Vehicles document. The cover sheet should also indicate that she would like the cancellation date of the policy adjusted to match the date the tags were cancelled. Once the cancellation date is adjusted, Credit Collection Services will be automatically notified of any adjustment to the owed premium. If the date adjustment fully clears the balance owed, any additional credit will be refunded to the member. If you have any further questions or concerns please feel free to contact me. Sincerely,

This letter is in response to the concerns filed by Ms. [redacted] regarding the change in premium forthe Auto policy. Roadside Assistance was added to the policy effective August 20, 2016 causing a$10.30 increase for the remainder of the term. This caused the bills to increase to $198.39....

Thisrepresents the $193.39 premium plus a $5.00 monthly installment fee.The policy application shows the premium $1,097.70; when the policy was fully processed thepremium was $1,139.60 which is a difference of $41.90. The Easy Pay discount had been applied atthe time the policy was written giving a credit of $30.00. Since the account did not qualify for the EasyPay discount, the system removed it during the discovery period. A manual credit has been applied tothe policy of $71.90 to off set the difference in the quoted premium and the discount given incorrectly.The Member called to advise Roadside Assistance should not have been added. RoadsideAssistance and the Easy Pay discount were removed causing an increase of $17.70. During review ofthe policy for the complaint two discounts were found to be applicable. Ms. [redacted] lives in thehome with another Nationwide Member making the policy eligible for Multicar discount and Ms.[redacted] holds a Tenant policy with Nationwide and the other Member, so this qualifies for theHome and Car discount. Both have been applied to the policy giving a credit of $233.80 being spreadout over the five remaining bills giving a credit of $46.76 on each bill. The current bill is $137.25 andthe future bills will be $141.68. The difference in the two bills is due to the $17.70 increase not beingapplied until the October bill.The phone call with the manager has been reviewed. He was unable to explain the rate change andreferred it on to Escalations. Feedback has been provided to all concerned regarding the change andthe handling of this call.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted], ###-###-#### or [redacted]Sincerely,Meg M[redacted]

Nationwide will need to address all my concerns and requests. If not I will have to take further actions regarding this matter. .

Nationwide Property and Casualty Insurance has reviewed the complaint filed by [redacted] and completed a detailed investigation of the circumstances surrounding the value complaint.
 
Due to an accident that occurred on 11/14/2014, Nationwide has determined the 2002 Chevrolet G10...

Conversion Van to be a total loss.  On November 21, 2014 claims representative [redacted] extended a settlement offer to [redacted] for $5,674.68.  [redacted] did not accept the value at that time but did point out that his vehicle had alloy wheels which weren’t included in the initial assessment.  This increased the value to $5,738.68.  On 12/1/2014 [redacted] spoke with [redacted] and provided her with the updated amount.  She advised that [redacted] may have concerns and they would get back with [redacted].  On 12/2/2014 [redacted] emailed [redacted] advising him of the revised value.  On 12/03/2014 [redacted] had CCC Valuescope obtain 2 dealer quotes.  This value came back at $5,740.60.  [redacted] then conducted his own review of the market and made a concession of $500.00 due to those vehicles that were currently available. Our last offer to [redacted] was $6,240.60. 
 
We did receive an email from [redacted] in which he included links to comparable vehicles for us to review.  These comparable vehicles were reviewed with CCC Valuescope and those most in line with [redacted]’s vehicle were in better condition than his vehicle while the other comparables were outliers to the comparables already found with an asking price that could not be supported in the market.
 
To date, we have not been provided any documentation which would support any further increase in our value but we are willing to consider any additional documentation that may support a higher value.  Please advise if you require additional information.     
 
Sincerely,
    [redacted]
[redacted]

Please accept this as a formal notification that Nationwide made contact with me to settle the dispute. I am very satisfied with the outcome, as it was acknowledge, there was an error in their part and they honored to reinstate the policy to avoid a lapse of coverage. [redacted]

This letter is in response to the additional information Ms. [redacted] is requesting in regards to the$5.00 increase in the monthly payment.When policies are not set up on Electronic Funds Transfer, a $5.00 monthly installment fee applies. Inthe state of Maryland, an installment fee is not applied to the first bill of a renewal term but is added toany subsequent billing invoices.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted]###-###-#### or [redacted]Sincerely,Meg M[redacted]

Thank you for forwarding the foregoing Complaint to our attention.  Harleysville, a fully owned subsidiary of Nationwide Mutual Insurance Company (hereafter “Harleysville”), was notified of this loss on September 3, 2014 by the complainants agent.   
Please be advised we have...

previously responded to a formal complaint filed by the complainant with the [redacted] Department of Insurance (** DOI). Although we have not received any feedback from the ** DOI, [redacted] indicates in her foregoing complaint that the Department determined that Harleysville complied with [redacted] Insurance Law.  The information provided by [redacted] in her complaint references [redacted] as [redacted]’s direct supervisor.  This is not accurate as [redacted] is a Consumer Services Investigator for the ** DOI.   [redacted] is a Claims Associate with Harleysville and reports directly to me, [redacted], Claims.    
 I have reviewed and discussed the complaint by Ms. [redacted] with [redacted].  There are many serious allegations against [redacted] which have no merit and no factual basis.   I have found no evidence of intentional wrong doing or inappropriate conduct on the part of [redacted].  This is based on our discussion, my review of the file and my supervisory knowledge of [redacted]’s character.   
In her Complaint, [redacted] alleges there were numerous attempts to reach the associate [redacted] and that the calls went unanswered.  The file reflects [redacted] called [redacted] on September 4, 2014 and left a message.  Contact was established with [redacted] on September 8, 2014.  On September 12, 2014 [redacted] returned a call to [redacted] and explained she was investigating liability.   On September 17, 2014 [redacted] returned a call to [redacted] and explained she was still completing her investigation as she was awaiting the written statement and diagram from our insured.  At that time [redacted] suggested [redacted] contact her carrier as there were conflicting versions of the accident.  On September 18, 2014 [redacted] returned a call to [redacted] and provided the same explanation that was given to [redacted] the day before.  [redacted] again suggested using first party coverage but [redacted] advised she would contact her attorney.   
On September 22, 2014 we received the written statement and diagram from our insured along with the police exchange report.  [redacted] was advised this was a non-reportable accident with only an information exchange and no formal report was filed.  There were no reported witnesses.   Based on the investigation it was determined there were conflicting accounts of the accident with no other factors such as witnesses or a police report to consider.  Therefore on September 26, 2014 [redacted] contacted [redacted] to explain liability was not accepted and a formal denial of liability was being issued.  
On September 28, 2014 I completed a response to the ** DOI regarding the complaint filed by Ms. [redacted].   
On October 1, 2014 the complainant left message for manager [redacted] requesting the appeal process.  [redacted] returned her call and left her a message to inform her of the protocol.      
On October 27, 2014, I received a letter from [redacted] which refuted information [redacted] had obtained in her September 8, 2014 discussion with [redacted].   We have updated our file to reflect the new information but the new information did not change our liability decision.
We have since received a subrogation demand from the complainant’s carrier, [redacted] Insurance.  A denial of liability has been provided to [redacted] Insurance and we will defend our position in Intercompany Arbitration (ICA).  The decision rendered in ICA is binding.  Once we receive the final disposition we will resolve the claim as the panel deems appropriate.  Since this is a property damage settlement, in the event the panel finds in the complainants favor we would not consider any interest payments.   
Should you require any further information, please do not hesitate to contact me.    
Attached please find our response to this complaint.  If anything additional is needed, please contact [redacted] at [redacted] or via phone at ###-###-####.  Thank you.Respectflly, 
[redacted]

I did not agree to those fees, and did not accept those fees.  Please waive the fee in total, and then, only then, close the account.I was also advised on the phone in June 2017 that all fees would be refunded.  Please issue refund and DO NOT charge me any fees.  This is clear, as of this date: 07/07/2017
Regards, [redacted]

Dear [redacted]
 
This letter is in response to the inquiry received from your office on February 20, 2015.
 
In summary, our insured’s most recent rejection to our previous responses indicates he feels he has been mislead from the beginning of the claim and has been frustrated with the overall claims process.
 
On February 24, 2015, I spoke with [redacted] regarding his concerns.  We discussed how the initial conversation was very frustrating because he felt a very different expectation was set from how the claim actually resolved.  I acknowledged how the initial $969.78 estimate and the final pay payout of $4,095.93 were very different.  I explained our intent was never to mislead him. In reality, at that very first phone call, we were being as forthcoming as possible.  The total of $969.78 was indeed the known damages at that time, and with the estimate at that time, there would not be an impact on his premiums.  We had a reminder to follow-up on the final estimate and payout, and we had intended to call our insured to let him know of the change in that payout. Unfortunately, our insured called us before we could call him.  It was at that time we communicated the change in the payout, how it pierced the $1,000 statutory threshold, and that it would likely impact his insurance premiums. 
 
Unfortunately, I cannot speak to the exact verbiage used in that initial phone conversation where the other party’s initial estimate was communicated.  However, I did explain to our insured that we heard his concerns and used it as an opportunity to remind our adjusters of how their verbiage can impact the expectations our customers have in regards to a very frustrating process. 
 
[redacted] expressed concern with our overall evaluation process and stated it may be bigger than Nationwide and more of an industry issue.  I was able to confirm he understands our evaluation process.  He simply does not agree with it. 
 
[redacted] indicated he did contact Nationwide Customer Service via email and phone to advise them of his concerns regarding the claim process.  He states these contact attempts to the customer service department were not returned, which is why he filed the Revdex.com complaint.  I advised our insured I would contact the Nationwide Customer Service department to make sure they are aware of this issue so they can attempt to correct it, if an issue.
 
[redacted] stated he is not sure who is agent is for his policy.  I inquired to how he took out the policy, and he stated it was online.  I was able to confirm he has Nationwide Sales Solutions, Inc. as his agent.  Essentially, this agency represents our in-house agents who do business with our customers over the internet or by phone.  I offered to email [redacted] a list of local agents in his area, if he would like a more personal relationship with an agent.  He declined the email, but he did state he would look into it if he were to continue his business with Nationwide Insurance. 
 
Ultimately, [redacted]’s daughter was at fault for this loss, and the total damages were over the $1,000 statutory threshold.  I expressed to [redacted] his policy premiums will likely be impacted as a result of this loss.  I assured [redacted] his concerns regarding the process have been heard. Unfortunately, it does not change the final outcome since his daughter was considered to be principally at fault. 
 
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted].
 
Sincerely,
 
[redacted]
[redacted]
Western Claims Zone
Nationwide Insurance Company of America
Phone: ###-###-####
Email Address: [redacted]