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]
I never e-signed anything that would put this policy in effect the policy was set to go in effect on July 24.I notified the agent on july 8 that I was staying with [redacted]. The amount paid by Nationstar by mistake should be returned in the full amount.The person from Nationwide that myself and Nationstar rep had on three way call said the full amount would be returned without any action on my part. I did not sign anything to put the policy in effect so I am not going to sign anything.
Regards,
[redacted]
This
letter is in response to the inquiry received from your office on November 11,
Nationwide
received a claim on November 3, for damage to a shower door in Mr[redacted]'
homeThe claim was assigned to Malik B[redacted] for handlingThe quote for the
shower door was received on November 4, The assigned associate was then
out of the office from November until November 9, Upon his return,
payment was issued and the file concluded
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Matt
G[redacted]
We received Mr. [redacted]’s complaint regarding a recent letter we mailed to him. This letter was mailed to select members of the [redacted] as a way to support the partnership that Nationwide has with [redacted]. Because of this partnership, members of [redacted] are eligible for an exclusive...
discount on insurance products with Nationwide. The offer Mr. [redacted] received was made in partnership with the [redacted] and we excluded our company name and logo from this letter’s outer envelope since we do not list the partners on the outside of the envelope. We understand that Mr. [redacted] does not want to receive unmarked letters from Nationwide; therefore, we will remove his name and contact information from our database to ensure no further contact is made by mail, phone or email.We apologize for any confusion or frustration caused by the receipt of this letter. Nationwide is committed to providing a superior experience for our partners and their members. If anything additional is needed, please contact [redacted].
This letter is in response to your request for information pertaining to the above file number.Per our previous response the change referenced by Ms. [redacted] from July 9, 2015, was not made effective the renewal date. As stated in our last two responses, “The premium on the Policy Declaration pages does not indicate the amount of charge for the change as it only reflects what the premium would have been had the change been made at the renewal date.” A Policy Declaration page is issued to show the coverage breakdown and effective date of those coverage’s.As indicated in the breakdown previously sent, the refunds were issued based on the effective date of the change. The total premium amount charged from October 23, 2014 to the cancellation date of October 23, 2015 was $3,524.11. A total of $4,264.89 was received in payments. After all changes are processed a total of $740.78 was issued in refunds. There is no further refund to be issued on the policy.We would like to respectfully ask Ms. [redacted] to contact the Department of Insurance should she choose to continue to reject our responses. The [redacted] Department of Insurance can be reached at ###-###-#### or she may email her concerns to [redacted].Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Sincerely,Erica D[redacted]
My car didn't have any damages in the back end of the vehicle. The tow company did the damages why should I be responsible for damages they made to my car. This is very unfair cause nationwide should had been on my side how they advertise but wants to me to deal with this then why have an insurance company if they are not going to do there job. My car was under there responsibility when the tow compomy pick it up! Why would I put myself in a situation like this is has been the worst experience ever it's bad enough my car was hit by s drunk driver who did a hit and run!
Regards, [redacted]
This is in response to the additional inquiry received for the above policyholder and her property policy. Ms. [redacted] alleges our Company did a false inspection on her home. Our vendor [redacted], performed the inspection on July 23, 2015 with her spouse, Ryan [redacted]’s permission. Mr. [redacted] was interviewed by the inspector and allowed the inspector to enter the home to perform an interior review as well as the exterior revew. A copy of the inspection report has been enclosed. Ms. [redacted] has shared that her siding is not wood shakes, but vinyl that look like wood. In review of the pictures within the inspection, the siding does appear to be wood shakes. If they are vinyl, our replacement cost would only decrease by $1530 to $277,325. Our Company was insuring Mr. and Ms. [redacted]’s home at 100% replacement cost and through the inspection it was found to be $278,855. We cannot answer how other companies rate for replacement cost. Ms. [redacted] is also concerned on her billing account and the payment our Company received on April 20, 2016 to reinstate her policy. The following is a breakdown of her billing account: On June 23, 2015 a transaction processed binding policy 5106HO729223 effective June 25, 2015 with a term premium of $859.09. On July 16, 2015 a check payment was received via the mail in the amount of $859.09. On August 31, 2015 a change was processed to the policy increasing the coverage limits effective the June 25, 2015 inception date. This change was made based on an inspection completed and resulted in an increase in premium of $274.78. On March 1, 2016 a bill was issued advising that a payment of $274.78 was due by March 25, 2016. On March 31, 2016 a Notice of Cancellation was issued advising that a payment of $274.78 must reach Nationwide by April 14, 2016 or the policy would be cancelled effective April 15, 2016. On April 18, 2016 a transaction was processed to cancel the policy effective April 15, 2016. $220.54 in unearned premium was removed from the account leaving a collection balance of $54.24 due for coverage provided until April 15, 2016. On April 20, 2016 a check payment was received via the mail in the amount of $274.78. Per our records this payment was made on behalf of the insured by her mortgage company Wells Fargo Bank. A copy of the redacted check has been included. On April 21, 2016 a transaction was automatically processed to reinstate the policy effective April 20, 2016. As the automobile policy had been cancelled, the policy was reinstated without the Home and Car discount leaving an amount due of $59.75. As Ms. [redacted] has advised that she has obtained coverage elsewhere and does not desire to be insured with Nationwide we are able to process a cancelation of the policy per her request. The policy has been request cancelled effective April 20, 2016 and a $220.54 refund has been issued on the policy. Thank you for the opportunity to review our business handling of the insured’s personal property policy. If you require further assistance, please contact our [redacted], Cathy D[redacted]r, at ###-###-#### or by email at [redacted] Sincerely, Bridget M. D[redacted]
I am writing in response to the complaint referenced above, regarding monthly service fees charged to an echeckingaccount with Nationwide Bank.In reviewing Ms. [redacted]'s stated concerns, and the requirements of the e-checking account, I confirmed that thereare two requirements in place to avoid a...
monthly service fee on this account type. One is that the membermaintains a direct deposit of at least $250.00 to the account. Ms. [redacted]'s direct deposit has consistently satisfiedthis requirement. However, the other requirement to avoid the monthly fee is that the member must complete aminimum of eight point of sale transactions per month, using the debit card tied to the account. For the statementcycle ending on April 13, 2017, that requirement was not satisfied. As a courtesy, we waived the fee andprovided Ms. [redacted] with information to avoid a similar fee going forward. We also provided her with informationabout a new checking product now offered by Nationwide Bank that has no monthly service fee.Ms. [redacted] respovlded asking to have all fees charged to her account since 2014 refunded. I researched thehistory of the account and learned that there has been a total of seven fees charged to the account since itopened. In each case, the fee was assessed for the same reason. We had waived three of those fees, uponindividual request. Prior to the fee on the April 2017 statement, the most recent fee was dated March 13, 2016.At that time, the decision was made to not waive the remainder of the fees retroactively. Ms. [redacted] was advisedof that decision, and was provided with an electronic copy of Nationwide Bank Terms and Conditions, detailingthe requirements to avoid a monthly fee. Ms. [redacted] agreed to those Terms and Conditions upon opening theaccount, via electronic signature.Thank you,Anne C[redacted]
Dear [redacted] The following is our response to the Revdex.com in reference to the above mentioned concern received on March 6, 2015. On February 10, 2015, Nationwide Associate [redacted] ([redacted]) prepared an initial estimate to repair damages on [redacted]’s...
car. On February 23, 2015, [redacted]’s chosen repair facility sent in a supplemental request for additional repairs. [redacted] called [redacted] on the same day to explain that he was instructed by the repair facility on February 10, 2015, that he was not allowed on their premises and as such he could not perform an inspection at that location. [redacted] and [redacted] spoke on February 24, 2015, and he informed her that it would be her responsibility to make her car available for inspection and followed up with her on February 25th. [redacted]’s manager also spoke with [redacted]’s spouse on that day. [redacted] followed up with [redacted] on March 2nd and on March 4, 2015; [redacted] advised [redacted] that the vehicle would be towed to a location on March 6, 2015 for an inspection. [redacted] inspected the vehicle on March 6, 2015 and determined that the vehicle was a total loss. The terms and conditions of [redacted]’s insurance policy does not provide coverage for towing expenses incurred as a result of the insured’s chosen repair shop’s decision not to allow Nationwide to inspect the vehicle on their property. Although this tow was not paid/reimbursed, all other tows have or will be reimbursed. Nationwide’s automobile insurance policy provides coverage for towing when the vehicle is disabled or to protect the vehicle from further damage and further requires the policyholder to make the damaged property available for our inspection. If you have any questions or concerns, please feel free to contact me at the number or email provided below. Sincerely, [redacted] Material Damage Auto ClaimsNationwide Claims###-###-####[redacted]
This
letter is in response to the inquiry received from your office on November 4,
Nationwide
Mutual Fire Company did receive
notice of a claim from Mr[redacted] on
September 30, 2015. The claim was
assigned to a local associate who attempted to reach Mr[redacted] on October 1,
2015. Attempts to contact the member on
both the home and cell numbers were unsuccessful; however, messages were left
at each number
The
associate tried again to reach Mr[redacted] and was successful in reaching him on
October 2, 2015. Subsequent to our
contact, the associate sent a leak detection expert to investigate the cause of
loss. The expert inspected the property
on October 5, and a site inspection was completed by our associate on
October 7, 2015. The associate attempted
to contact Mr[redacted] to review the findings of our investigation as well as the
policy limitations on October 15, 2015.
This contact was again met with voicemail and a detailed message was
left. A letter was also mailed to Mr
[redacted] on October 19, providing additional detail and basis for the denial
of coverage as conveyed telephonically a few days earlier. The claims associate attempted to follow up with
Mr[redacted] again on October 27, 2015.
This contact attempt also was met with voicemail and another message was
left. While we were not able to reach
Mr[redacted] via telephone on October 27, 2015, the member did email the claim
associate, advising that he had not received a letter from usThe claim
associate called the insured on November 3, leaving a voicemail message
that she would email him another copy of the denial letterThe claim associate
emailed the insured another copy of the letter on November 4,
Mr
[redacted] responded to the email with the letter on November 3, notifying us
that he also intended to pursue a separate area of damage. Since this damage was unrelated to the
existing claim, a new claim was captured for this loss on November 5, In
addition to this email communication, the local claim manager spoke to Mr
[redacted], reviewing the findings on the first claim and confirming the capture of
the new loss.
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Michelle
M[redacted]
Thank you for contacting us on this matter and providing us with an opportunity to respond. We have researched the inquiry and we have no record of Ms. [redacted] payment.Notwithstanding her complaint, we are further investigating this matter to ensure that we have addressed all of Ms. [redacted]...
concerns.If you need further assistance, please contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Regards,Laura A. H[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I have completed Nationwide's request by taking my truck to [redacted]. They performed a full vehicle inspection and appraisal. Now there is documented proof that my truck has indeed suffered substantial diminished value as a direct result of the accident caused by their insured.Attached is my response letter to Nationwide regarding this claim and the [redacted] appraisal.It is now time for Nationwide to settle this claim and to make me once again financially whole.
Regards,
[redacted]
it was okay when you changed the premium due to the error once again that you made but it can't go back to the amount that was owed before you guys "discovered" the error.
Regards, [redacted]
This letter is in response to the concerns filed by Ms. [redacted] regarding the $127.92 collection amount. Auto policy [redacted] started December 29, 2015, with a premium of $743.10. This premium was spread out over the down payment and five remaining bills; making the...
monthly installments $123.85. The policy renewed July 1, 2016, with a premium of $838.46. This premium was spread out over seven bills making the monthly payments $119.78. The policy renewed January 1, 2017, with a premium of $922.72. The first bill for the term was due January 29, 2017. Since coverage was provided from January 1, 2017 until January 26, 2017, there is premium owed of $127.92. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D[redacted], ###-###-#### or [redacted]@nationwide.com. Sincerely, Meg Mo[redacted] Sr. Analyst Customer Resolution & Response Enclosures:
We are in receipt of your correspondence dated March 7, 2017 addressed to [redacted], regarding [redacted]’s concern of the SmartRide program. I will be happy to respond to the concerns of Mr. [redacted] on her behalf.When a vehicle is enrolled into the SmartRide program a 10% participation...
discount is applied to the vehicle while the customer has the device plugged in and is transmitting data. The SmartRide program requires the device to be installed in the vehicle at least 85 days and 50 days prior to the policy renewal date for the vehicle to receive the verified discount on the renewal term. When a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.On December 15, 2016, Jonathan [redacted] contacted Nationwide to replace a 2013 Chevrolet Equinox with a 2017 Chevrolet Silverado. The 2013 Chevrolet Equinox was receiving a 10% SmartRide Discount for participating in the SmartRide program while the device was installed in the vehicle and transmitting data. The 2013 Chevrolet Equinox was trending to receive a 40% verified SmartRide Discount, which would have been applied on the April 1, 2017 renewal term if the vehicle would not have been replaced with a 2017 Chevrolet Silverado.On December 16, 2016, Jonathan [redacted] contacted Nationwide concerning the SmartRide program for the 2017 Chevrolet Silverado. Mr. [redacted] was correctly advised when a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.Nationwide is not able to accommodate [redacted]’s expected resolution to apply a 40% verified SmartRide Discount to the 2017 Chevrolet Silverado as the vehicle has not completed the data collection period for the SmartRide program. If the vehicle remains enrolled in the SmartRide program, a verified SmartRide Discount will be applied on the September 30, 2017 renewal term as determined by the data collection period.If you require further assistance, please contact our Customer Relations Coordinator, Janice K[redacted], at ###-###-#### or by email at [redacted].Sincerely,Jake M[redacted]
[redacted]
Dear [redacted]
This letter is in response to the complaint received by the Company from your office regarding [redacted] for [redacted]In reviewing our files, [redacted] contacted the Company’s Personal Lines Services (Service) department on October 27, 2015 to advise that there was glass damage to both of his existing insured vehicles, which included a 2011 Kia Optima and a 2008 Dodge Ram. The Service representative notified [redacted] that he had Comprehensive coverage with a $500 deductible on both vehicles, but he did not have Full Glass coverage on either vehicle. [redacted] requested to add Full Glass coverage to both vehicles effective October 27, 2015, and it was clarified that this would be available for any future losses on or after that date. The coverage was added as requested. [redacted] did not mention or request to add coverage for Original Equipment Manufacturer (OEM) parts, which is a separate policy coverage available for a vehicle with Comprehensive and/or Collision coverage. Company guidelines do not require OEM coverage to be offered for existing vehicles that already have Comprehensive and Collision coverage.On April 18, 2016, [redacted] contacted Service and requested to have calls reviewed to verify if OEM coverage was offered for his vehicles. The call from October 27, 2015 had been reviewed and it was determined that there was no company error. The call from June 17, 2014 was then reviewed, when the 2008 Dodge Ram was added to the policy effective June 14, 2014, to see if OEM was offered when the vehicle was added to the policy, as required per Company guidelines when adding a new vehicle to a policy with Comprehensive and/or Collision coverage. After reviewing the call, it was determined that OEM was not offered for the 2008 Dodge Ram during that call, and per guidelines, coverage could be backdated to the date the vehicle was added, effective June 14, 2014. Two outbound calls were made, on April 22, 2016 and April 26, 2016, and voicemails were left with [redacted] to advise of the determination and approval to add OEM coverage for the 2008 Dodge Ram effective June 14, 2014. [redacted] called Service on May 6, 2016 and was advised of this information, but declined to add OEM effective to June 14, 2014 at that time. Due to this, OEM coverage was not added to the policy for either vehicle.On September 5, 2016, [redacted] contacted Service to verify if he had OEM coverage on the 2008 Dodge Ram and the 2011 Kia Optima. The Service representative advised that OEM coverage was on the 2008 Dodge Ram but not the 2011 Kia Optima. The Service representative clarified that if added, it would apply to any future losses to the vehicle. It was advised that the OEM coverage was added effective September 5, 2016 for the 2011 Kia Optima.In reviewing our files, the OEM coverage was not added as advised and neither the 2008 Dodge Ram or 2011 Kia Optima currently has or has ever included OEM coverage. Due to this, the Company has approval to add OEM coverage for the 2008 Dodge Ram and 2011 Kia Optima effective September 5, 2016, to apply to any losses that occurred on or after that date, if [redacted] agrees to do so. No change will be made to the policy unless authorized by [redacted] and he agrees to the change and additional premium owed. If this change is made per [redacted]’s request, notification will be provided to Safelite Auto Glass to reflect that the 2008 Dodge Ram and 2011 Kia Optima have full glass coverage effective October 27, 2015 and OEM coverage effective September 5, 2016. If the OEM coverage is added, applicable premium charges will apply from September 5, 2016 forward, and the premium increase would be billed to [redacted] starting with the next billing cycle. [redacted] can use the contact information below, or contact Personal Lines Services at ###-###-#### to request any changes to the policy or ask any additional questions as needed.No refund can be provided by the Company to [redacted] as the coverage on the Auto policy for both the 2008 Dodge Ram and 2011 Kia Optima has been rated and charged appropriately from the date the vehicles were added to [redacted]’s Auto policy using rates filed and approved in the rating state of California. [redacted] was not charged any premium for Full Glass coverage prior to October 27, 2015 and has not been charged any premium for OEM coverage on either vehicle at any point on the Auto policy.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted]
Sincerely,[redacted]###-###-####[redacted]
The reason for rejecting the response is I have to send in the paperwork I have since they do not have " documentation they state they have" this is a bad faith claim in which I was hope to not have to run a year process of court in the case of neglect to concur with the contract I paid in full the only changes I made was removal of a driver that was put on my policy without MY consent. The employee Tonya will not speak with me about blatant lie. This is a true example of bullying and timestamping alteration, so I am assuming I need to involve attorneys and media, I refuse to accept less than I deserve from this "multi billion dollar industry per Jason G[redacted] quote to me, this vehicl was my sentimental compensation for giving a child to a couple to adopt in 1994 as I was 16 yrs old , and they are strong arming me out of everything. I have been neglected in so many ways where is my car who has it where is my stuff what do they cover..I am sending written letter with my reciept of payment to usual amount I paid for 4 years and money order copy. I just called for documents to email Revdex.com they have none. How is this justice. I would not be so adimant if I was not deserving of what rightfully I was paying for. If this isn't a reason like I said I will have my own documents sent since theirs has disappeared, I assume they want me to go ahead with legal action and media per investigation is that what this has came to? For a company so confident this is a true example of breach of contract. Please just tell me to get it in the system instead of having a little benefit of the doubt that they would settle out of court. Obviously what I see is they are a growing business from doing things to unjustly to people.
Regards [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
I am in receipt of your email letter to Nationwide dated January 20, 2016.
I am providing you with the following information:
• Revised Declarations
• Identification Card
I reviewed the call that transpired on November 28, 2015. The member called to remove the Comprehensive and...
Collision Coverages from her 2003 Chevy Impala and added a 2015 Nissan Altima to the policy effective November 28, 2015. Unfortunately, the changes did not process and the policy was not updated accordingly.
On January 27, 2016, the Comprehensive and Collision Coverages were removed from the 2003 Chevy Impala and the 2015 Nissan Altima was added to policy [redacted] effective November 28, 2015. The change increased the term premium by $299.50. An email has been sent to the member, at [redacted] indicating that policy documents are available online for viewing. The policy documents include a Revised Declarations and Identification Cards. The next payment, of $209.54, is due on February 14, 2016.
Nationwide is required by the Department of Insurance to charge premium for coverage provided; therefore, we are unable to write off the premium increase caused by the addition of the 2015 Nissan Altima. If there had been an accident prior to the addition of the vehicle in question, Nationwide would have located the call, added the vehicle effective November 28, 2015, and handled the claim accordingly.
If you have any additional questions, please contact Susan H[redacted], .
Sincerely,
This is in response to the additional request from [redacted] to have our calls pulled for review.I had pulled and reviewed the recorded calls involving [redacted]’s policy set up and based my prior response from those call recordings. Our response remains as written. Please refer to our previous response as it was a summary of those call recordings.If you should have any questions or wish to discuss the matter further, please feel free to contact [redacted], Office of Customer Advocacy Complaint Coordinator at ###-###-#### or email her at [redacted].Sincerely,[redacted] Customer Resolution & Response TeamNationwide###-###-####[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]
I never e-signed anything that would put this policy in effect the policy was set to go in effect on July 24.I notified the agent on july 8 that I was staying with [redacted]. The amount paid by Nationstar by mistake should be returned in the full amount.The person from Nationwide that myself and Nationstar rep had on three way call said the full amount would be returned without any action on my part. I did not sign anything to put the policy in effect so I am not going to sign anything.
Regards,
[redacted]
This
letter is in response to the inquiry received from your office on November 11,
Nationwide
received a claim on November 3, for damage to a shower door in Mr[redacted]'
homeThe claim was assigned to Malik B[redacted] for handlingThe quote for the
shower door was received on November 4, The assigned associate was then
out of the office from November until November 9, Upon his return,
payment was issued and the file concluded
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Matt
G[redacted]
We received Mr. [redacted]’s complaint regarding a recent letter we mailed to him. This letter was mailed to select members of the [redacted] as a way to support the partnership that Nationwide has with [redacted]. Because of this partnership, members of [redacted] are eligible for an exclusive...
discount on insurance products with Nationwide. The offer Mr. [redacted] received was made in partnership with the [redacted] and we excluded our company name and logo from this letter’s outer envelope since we do not list the partners on the outside of the envelope. We understand that Mr. [redacted] does not want to receive unmarked letters from Nationwide; therefore, we will remove his name and contact information from our database to ensure no further contact is made by mail, phone or email.We apologize for any confusion or frustration caused by the receipt of this letter. Nationwide is committed to providing a superior experience for our partners and their members. If anything additional is needed, please contact [redacted].
This letter is in response to your request for information pertaining to the above file number.Per our previous response the change referenced by Ms. [redacted] from July 9, 2015, was not made effective the renewal date. As stated in our last two responses, “The premium on the Policy Declaration pages does not indicate the amount of charge for the change as it only reflects what the premium would have been had the change been made at the renewal date.” A Policy Declaration page is issued to show the coverage breakdown and effective date of those coverage’s.As indicated in the breakdown previously sent, the refunds were issued based on the effective date of the change. The total premium amount charged from October 23, 2014 to the cancellation date of October 23, 2015 was $3,524.11. A total of $4,264.89 was received in payments. After all changes are processed a total of $740.78 was issued in refunds. There is no further refund to be issued on the policy.We would like to respectfully ask Ms. [redacted] to contact the Department of Insurance should she choose to continue to reject our responses. The [redacted] Department of Insurance can be reached at ###-###-#### or she may email her concerns to [redacted].Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Sincerely,Erica D[redacted]
My car didn't have any damages in the back end of the vehicle. The tow company did the damages why should I be responsible for damages they made to my car. This is very unfair cause nationwide should had been on my side how they advertise but wants to me to deal with this then why have an insurance company if they are not going to do there job. My car was under there responsibility when the tow compomy pick it up! Why would I put myself in a situation like this is has been the worst experience ever it's bad enough my car was hit by s drunk driver who did a hit and run!
Regards, [redacted]
This is in response to the additional inquiry received for the above policyholder and her property policy. Ms. [redacted] alleges our Company did a false inspection on her home. Our vendor [redacted], performed the inspection on July 23, 2015 with her spouse, Ryan [redacted]’s permission. Mr. [redacted] was interviewed by the inspector and allowed the inspector to enter the home to perform an interior review as well as the exterior revew. A copy of the inspection report has been enclosed. Ms. [redacted] has shared that her siding is not wood shakes, but vinyl that look like wood. In review of the pictures within the inspection, the siding does appear to be wood shakes. If they are vinyl, our replacement cost would only decrease by $1530 to $277,325. Our Company was insuring Mr. and Ms. [redacted]’s home at 100% replacement cost and through the inspection it was found to be $278,855. We cannot answer how other companies rate for replacement cost. Ms. [redacted] is also concerned on her billing account and the payment our Company received on April 20, 2016 to reinstate her policy. The following is a breakdown of her billing account: On June 23, 2015 a transaction processed binding policy 5106HO729223 effective June 25, 2015 with a term premium of $859.09. On July 16, 2015 a check payment was received via the mail in the amount of $859.09. On August 31, 2015 a change was processed to the policy increasing the coverage limits effective the June 25, 2015 inception date. This change was made based on an inspection completed and resulted in an increase in premium of $274.78. On March 1, 2016 a bill was issued advising that a payment of $274.78 was due by March 25, 2016. On March 31, 2016 a Notice of Cancellation was issued advising that a payment of $274.78 must reach Nationwide by April 14, 2016 or the policy would be cancelled effective April 15, 2016. On April 18, 2016 a transaction was processed to cancel the policy effective April 15, 2016. $220.54 in unearned premium was removed from the account leaving a collection balance of $54.24 due for coverage provided until April 15, 2016. On April 20, 2016 a check payment was received via the mail in the amount of $274.78. Per our records this payment was made on behalf of the insured by her mortgage company Wells Fargo Bank. A copy of the redacted check has been included. On April 21, 2016 a transaction was automatically processed to reinstate the policy effective April 20, 2016. As the automobile policy had been cancelled, the policy was reinstated without the Home and Car discount leaving an amount due of $59.75. As Ms. [redacted] has advised that she has obtained coverage elsewhere and does not desire to be insured with Nationwide we are able to process a cancelation of the policy per her request. The policy has been request cancelled effective April 20, 2016 and a $220.54 refund has been issued on the policy. Thank you for the opportunity to review our business handling of the insured’s personal property policy. If you require further assistance, please contact our [redacted], Cathy D[redacted]r, at ###-###-#### or by email at [redacted] Sincerely, Bridget M. D[redacted]
I am writing in response to the complaint referenced above, regarding monthly service fees charged to an echeckingaccount with Nationwide Bank.In reviewing Ms. [redacted]'s stated concerns, and the requirements of the e-checking account, I confirmed that thereare two requirements in place to avoid a...
monthly service fee on this account type. One is that the membermaintains a direct deposit of at least $250.00 to the account. Ms. [redacted]'s direct deposit has consistently satisfiedthis requirement. However, the other requirement to avoid the monthly fee is that the member must complete aminimum of eight point of sale transactions per month, using the debit card tied to the account. For the statementcycle ending on April 13, 2017, that requirement was not satisfied. As a courtesy, we waived the fee andprovided Ms. [redacted] with information to avoid a similar fee going forward. We also provided her with informationabout a new checking product now offered by Nationwide Bank that has no monthly service fee.Ms. [redacted] respovlded asking to have all fees charged to her account since 2014 refunded. I researched thehistory of the account and learned that there has been a total of seven fees charged to the account since itopened. In each case, the fee was assessed for the same reason. We had waived three of those fees, uponindividual request. Prior to the fee on the April 2017 statement, the most recent fee was dated March 13, 2016.At that time, the decision was made to not waive the remainder of the fees retroactively. Ms. [redacted] was advisedof that decision, and was provided with an electronic copy of Nationwide Bank Terms and Conditions, detailingthe requirements to avoid a monthly fee. Ms. [redacted] agreed to those Terms and Conditions upon opening theaccount, via electronic signature.Thank you,Anne C[redacted]
Dear [redacted] The following is our response to the Revdex.com in reference to the above mentioned concern received on March 6, 2015. On February 10, 2015, Nationwide Associate [redacted] ([redacted]) prepared an initial estimate to repair damages on [redacted]’s...
car. On February 23, 2015, [redacted]’s chosen repair facility sent in a supplemental request for additional repairs. [redacted] called [redacted] on the same day to explain that he was instructed by the repair facility on February 10, 2015, that he was not allowed on their premises and as such he could not perform an inspection at that location. [redacted] and [redacted] spoke on February 24, 2015, and he informed her that it would be her responsibility to make her car available for inspection and followed up with her on February 25th. [redacted]’s manager also spoke with [redacted]’s spouse on that day. [redacted] followed up with [redacted] on March 2nd and on March 4, 2015; [redacted] advised [redacted] that the vehicle would be towed to a location on March 6, 2015 for an inspection. [redacted] inspected the vehicle on March 6, 2015 and determined that the vehicle was a total loss. The terms and conditions of [redacted]’s insurance policy does not provide coverage for towing expenses incurred as a result of the insured’s chosen repair shop’s decision not to allow Nationwide to inspect the vehicle on their property. Although this tow was not paid/reimbursed, all other tows have or will be reimbursed. Nationwide’s automobile insurance policy provides coverage for towing when the vehicle is disabled or to protect the vehicle from further damage and further requires the policyholder to make the damaged property available for our inspection. If you have any questions or concerns, please feel free to contact me at the number or email provided below. Sincerely, [redacted] Material Damage Auto ClaimsNationwide Claims###-###-####[redacted]
This
letter is in response to the inquiry received from your office on November 4,
Nationwide
Mutual Fire Company did receive
notice of a claim from Mr[redacted] on
September 30, 2015. The claim was
assigned to a local associate who attempted to reach Mr[redacted] on October 1,
2015. Attempts to contact the member on
both the home and cell numbers were unsuccessful; however, messages were left
at each number
The
associate tried again to reach Mr[redacted] and was successful in reaching him on
October 2, 2015. Subsequent to our
contact, the associate sent a leak detection expert to investigate the cause of
loss. The expert inspected the property
on October 5, and a site inspection was completed by our associate on
October 7, 2015. The associate attempted
to contact Mr[redacted] to review the findings of our investigation as well as the
policy limitations on October 15, 2015.
This contact was again met with voicemail and a detailed message was
left. A letter was also mailed to Mr
[redacted] on October 19, providing additional detail and basis for the denial
of coverage as conveyed telephonically a few days earlier. The claims associate attempted to follow up with
Mr[redacted] again on October 27, 2015.
This contact attempt also was met with voicemail and another message was
left. While we were not able to reach
Mr[redacted] via telephone on October 27, 2015, the member did email the claim
associate, advising that he had not received a letter from usThe claim
associate called the insured on November 3, leaving a voicemail message
that she would email him another copy of the denial letterThe claim associate
emailed the insured another copy of the letter on November 4,
Mr
[redacted] responded to the email with the letter on November 3, notifying us
that he also intended to pursue a separate area of damage. Since this damage was unrelated to the
existing claim, a new claim was captured for this loss on November 5, In
addition to this email communication, the local claim manager spoke to Mr
[redacted], reviewing the findings on the first claim and confirming the capture of
the new loss.
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Michelle
M[redacted]
Thank you for contacting us on this matter and providing us with an opportunity to respond. We have researched the inquiry and we have no record of Ms. [redacted] payment.Notwithstanding her complaint, we are further investigating this matter to ensure that we have addressed all of Ms. [redacted]...
concerns.If you need further assistance, please contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Regards,Laura A. H[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I have completed Nationwide's request by taking my truck to [redacted]. They performed a full vehicle inspection and appraisal. Now there is documented proof that my truck has indeed suffered substantial diminished value as a direct result of the accident caused by their insured.Attached is my response letter to Nationwide regarding this claim and the [redacted] appraisal.It is now time for Nationwide to settle this claim and to make me once again financially whole.
Regards,
[redacted]
it was okay when you changed the premium due to the error once again that you made but it can't go back to the amount that was owed before you guys "discovered" the error.
Regards, [redacted]
This letter is in response to the concerns filed by Ms. [redacted] regarding the $127.92 collection amount. Auto policy [redacted] started December 29, 2015, with a premium of $743.10. This premium was spread out over the down payment and five remaining bills; making the...
monthly installments $123.85. The policy renewed July 1, 2016, with a premium of $838.46. This premium was spread out over seven bills making the monthly payments $119.78. The policy renewed January 1, 2017, with a premium of $922.72. The first bill for the term was due January 29, 2017. Since coverage was provided from January 1, 2017 until January 26, 2017, there is premium owed of $127.92. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D[redacted], ###-###-#### or [redacted]@nationwide.com. Sincerely, Meg Mo[redacted] Sr. Analyst Customer Resolution & Response Enclosures:
We are in receipt of your correspondence dated March 7, 2017 addressed to [redacted], regarding [redacted]’s concern of the SmartRide program. I will be happy to respond to the concerns of Mr. [redacted] on her behalf.When a vehicle is enrolled into the SmartRide program a 10% participation...
discount is applied to the vehicle while the customer has the device plugged in and is transmitting data. The SmartRide program requires the device to be installed in the vehicle at least 85 days and 50 days prior to the policy renewal date for the vehicle to receive the verified discount on the renewal term. When a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.On December 15, 2016, Jonathan [redacted] contacted Nationwide to replace a 2013 Chevrolet Equinox with a 2017 Chevrolet Silverado. The 2013 Chevrolet Equinox was receiving a 10% SmartRide Discount for participating in the SmartRide program while the device was installed in the vehicle and transmitting data. The 2013 Chevrolet Equinox was trending to receive a 40% verified SmartRide Discount, which would have been applied on the April 1, 2017 renewal term if the vehicle would not have been replaced with a 2017 Chevrolet Silverado.On December 16, 2016, Jonathan [redacted] contacted Nationwide concerning the SmartRide program for the 2017 Chevrolet Silverado. Mr. [redacted] was correctly advised when a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.Nationwide is not able to accommodate [redacted]’s expected resolution to apply a 40% verified SmartRide Discount to the 2017 Chevrolet Silverado as the vehicle has not completed the data collection period for the SmartRide program. If the vehicle remains enrolled in the SmartRide program, a verified SmartRide Discount will be applied on the September 30, 2017 renewal term as determined by the data collection period.If you require further assistance, please contact our Customer Relations Coordinator, Janice K[redacted], at ###-###-#### or by email at [redacted].Sincerely,Jake M[redacted]
January 17, 2017[redacted]...
[redacted]
Dear [redacted]
This letter is in response to the complaint received by the Company from your office regarding [redacted] for [redacted]In reviewing our files, [redacted] contacted the Company’s Personal Lines Services (Service) department on October 27, 2015 to advise that there was glass damage to both of his existing insured vehicles, which included a 2011 Kia Optima and a 2008 Dodge Ram. The Service representative notified [redacted] that he had Comprehensive coverage with a $500 deductible on both vehicles, but he did not have Full Glass coverage on either vehicle. [redacted] requested to add Full Glass coverage to both vehicles effective October 27, 2015, and it was clarified that this would be available for any future losses on or after that date. The coverage was added as requested. [redacted] did not mention or request to add coverage for Original Equipment Manufacturer (OEM) parts, which is a separate policy coverage available for a vehicle with Comprehensive and/or Collision coverage. Company guidelines do not require OEM coverage to be offered for existing vehicles that already have Comprehensive and Collision coverage.On April 18, 2016, [redacted] contacted Service and requested to have calls reviewed to verify if OEM coverage was offered for his vehicles. The call from October 27, 2015 had been reviewed and it was determined that there was no company error. The call from June 17, 2014 was then reviewed, when the 2008 Dodge Ram was added to the policy effective June 14, 2014, to see if OEM was offered when the vehicle was added to the policy, as required per Company guidelines when adding a new vehicle to a policy with Comprehensive and/or Collision coverage. After reviewing the call, it was determined that OEM was not offered for the 2008 Dodge Ram during that call, and per guidelines, coverage could be backdated to the date the vehicle was added, effective June 14, 2014. Two outbound calls were made, on April 22, 2016 and April 26, 2016, and voicemails were left with [redacted] to advise of the determination and approval to add OEM coverage for the 2008 Dodge Ram effective June 14, 2014. [redacted] called Service on May 6, 2016 and was advised of this information, but declined to add OEM effective to June 14, 2014 at that time. Due to this, OEM coverage was not added to the policy for either vehicle.On September 5, 2016, [redacted] contacted Service to verify if he had OEM coverage on the 2008 Dodge Ram and the 2011 Kia Optima. The Service representative advised that OEM coverage was on the 2008 Dodge Ram but not the 2011 Kia Optima. The Service representative clarified that if added, it would apply to any future losses to the vehicle. It was advised that the OEM coverage was added effective September 5, 2016 for the 2011 Kia Optima.In reviewing our files, the OEM coverage was not added as advised and neither the 2008 Dodge Ram or 2011 Kia Optima currently has or has ever included OEM coverage. Due to this, the Company has approval to add OEM coverage for the 2008 Dodge Ram and 2011 Kia Optima effective September 5, 2016, to apply to any losses that occurred on or after that date, if [redacted] agrees to do so. No change will be made to the policy unless authorized by [redacted] and he agrees to the change and additional premium owed. If this change is made per [redacted]’s request, notification will be provided to Safelite Auto Glass to reflect that the 2008 Dodge Ram and 2011 Kia Optima have full glass coverage effective October 27, 2015 and OEM coverage effective September 5, 2016. If the OEM coverage is added, applicable premium charges will apply from September 5, 2016 forward, and the premium increase would be billed to [redacted] starting with the next billing cycle. [redacted] can use the contact information below, or contact Personal Lines Services at ###-###-#### to request any changes to the policy or ask any additional questions as needed.No refund can be provided by the Company to [redacted] as the coverage on the Auto policy for both the 2008 Dodge Ram and 2011 Kia Optima has been rated and charged appropriately from the date the vehicles were added to [redacted]’s Auto policy using rates filed and approved in the rating state of California. [redacted] was not charged any premium for Full Glass coverage prior to October 27, 2015 and has not been charged any premium for OEM coverage on either vehicle at any point on the Auto policy.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted]
Sincerely,[redacted]###-###-####[redacted]
The reason for rejecting the response is I have to send in the paperwork I have since they do not have " documentation they state they have" this is a bad faith claim in which I was hope to not have to run a year process of court in the case of neglect to concur with the contract I paid in full the only changes I made was removal of a driver that was put on my policy without MY consent. The employee Tonya will not speak with me about blatant lie. This is a true example of bullying and timestamping alteration, so I am assuming I need to involve attorneys and media, I refuse to accept less than I deserve from this "multi billion dollar industry per Jason G[redacted] quote to me, this vehicl was my sentimental compensation for giving a child to a couple to adopt in 1994 as I was 16 yrs old , and they are strong arming me out of everything. I have been neglected in so many ways where is my car who has it where is my stuff what do they cover..I am sending written letter with my reciept of payment to usual amount I paid for 4 years and money order copy. I just called for documents to email Revdex.com they have none. How is this justice. I would not be so adimant if I was not deserving of what rightfully I was paying for. If this isn't a reason like I said I will have my own documents sent since theirs has disappeared, I assume they want me to go ahead with legal action and media per investigation is that what this has came to? For a company so confident this is a true example of breach of contract. Please just tell me to get it in the system instead of having a little benefit of the doubt that they would settle out of court. Obviously what I see is they are a growing business from doing things to unjustly to people.
Regards [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
I am in receipt of your email letter to Nationwide dated January 20, 2016.
I am providing you with the following information:
• Revised Declarations
• Identification Card
I reviewed the call that transpired on November 28, 2015. The member called to remove the Comprehensive and...
Collision Coverages from her 2003 Chevy Impala and added a 2015 Nissan Altima to the policy effective November 28, 2015. Unfortunately, the changes did not process and the policy was not updated accordingly.
On January 27, 2016, the Comprehensive and Collision Coverages were removed from the 2003 Chevy Impala and the 2015 Nissan Altima was added to policy [redacted] effective November 28, 2015. The change increased the term premium by $299.50. An email has been sent to the member, at [redacted] indicating that policy documents are available online for viewing. The policy documents include a Revised Declarations and Identification Cards. The next payment, of $209.54, is due on February 14, 2016.
Nationwide is required by the Department of Insurance to charge premium for coverage provided; therefore, we are unable to write off the premium increase caused by the addition of the 2015 Nissan Altima. If there had been an accident prior to the addition of the vehicle in question, Nationwide would have located the call, added the vehicle effective November 28, 2015, and handled the claim accordingly.
If you have any additional questions, please contact Susan H[redacted], .
Sincerely,
Christina L[redacted] ###########
This is in response to the additional request from [redacted] to have our calls pulled for review.I had pulled and reviewed the recorded calls involving [redacted]’s policy set up and based my prior response from those call recordings. Our response remains as written. Please refer to our previous response as it was a summary of those call recordings.If you should have any questions or wish to discuss the matter further, please feel free to contact [redacted], Office of Customer Advocacy Complaint Coordinator at ###-###-#### or email her at [redacted].Sincerely,[redacted] Customer Resolution & Response TeamNationwide###-###-####[redacted]