[redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] * [redacted] [redacted] This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted] *** Nationwide has reviewed this file and the concerns expressed by [redacted] ***In this response we will address: the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle The repair process did take longer than expected The repair delays were caused by multiple factors Nationwide allowed this customer days additional rental car expenses over his purchased coverageWe also recognize that some delays were out of the control of Nationwide Insurance and the repair facility The date of the accident was December 31, which is during the holiday season Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activityOne of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part The vehicle was ready for pickup on or about February 21, The only thing left to complete the repair was an after market trim molding that attaches to the fender The part does not affect the drivability, functionality or safety of the vehicleIt is strictly a cosmetic trim moldingThe replacement part was not available anymore so a new set of four had to be special orderedWe offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed [redacted] refused to receive the vehicle back until that cosmetic part was received and installed Nationwide is not aware of any repair issues or any new discovery of accident related damageI responded to the [redacted] Chevrolet dealership to address a number of concerns of [redacted] *** [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing It was determined that there was nothing wrong with the transmission or any of the repairs completedIn fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications As a result of the diagnostic testing there were a few general maintenance items that needed attention, but nothing was related to the accidentThe items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident, and the brakes and rotors should be replacedNationwide conceded to pay for the hub as it could have been damaged by the accident, but the brakes and rotors are maintenance items on the vehicle and have worn out over time Nationwide did not offer to pay for the brakes and rotors [redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted] *** It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered The vehicle was brought in to the shop, it was put up on a lift, and the undercarriage, suspension and drive-train were all inspected There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle [redacted] signed a repair authorization / election form at the repair shop, and could have at any time told the shop he was not going to repair his vehicle there This did not happen, so the repair shop moved forward with the repairs.? All delays were addressed and Nationwide has paid a fair amount for the rental [redacted] has Loss of Use (rental) coverage limits of $per day, with a maximum coverage of Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity [redacted] chose to purchase additional insurance coverage on the rental vehicleThis contributed to additional expenses related to his rental contract The value of the vehicle was determined by running the CCC evaluationThe evaluation method is approved by the [redacted] Department of Financial ServicesThe value stated on the evaluation is $18,The complete damage estimate is $ The damage ratio to value is 59.73% to valueIn the state of [redacted] ***, [redacted] ** indicates a vehicle should be considered a total loss when the estimate exceeds 75% Nationwide will continue to address the concerns of [redacted] ***All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director [redacted] on more than one occasionOur position has always been that if there are additional damages that are attributable to the December 31, accident we will address themThere has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:AM and 4:PM
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
I disagree if some, if not all of the statements made by [redacted] s message sent on 12/29/And I think your response re-iterates the problem that I have with this claim and the reason I came to the Revdex.com in the first placeYou stated that "CCC Valuescope was able to locate similar comparable vehicles which they used in researching the value of the Chevrolet van"My complaint is that not only did Valus scope go half way accross the country miles away to find a compairable vehicle( which is way out side of industry standards), but the vehicles they found were not compairable, because CCC Valuescope is not adequately setup to value these vansLike you said before, these vans are "Outliers" by design, CCC Valuescope, Edmunds, KBB, NADAThat is why Edmunds, KBB, NADA all have seperate ways to value RVs, which would be a more accurate to value Conversion VansAgain I state that this van has a RV titleDoes this seem logical to you? Does this make sense? [redacted] *** This is an example of conversion vans, which valuescope would say has the exact same options, but the MSRP price is roughly $20,dollars differentWhat is different, is that the first van has a good but generic conversion package , and the second has a higher grade conversion packagesIf you look at the website, the southern comfort conversion packages are all 15k to 20k more than the genericI can provide more websites and provide more than of these examples if neededI say all this to say, all conversion packages are not the same, and that is why I must insist that you compare my van to other Regency Coronado LX vansThat is the only way to get a accurate valuationI was able to provide several links to compairable Regency Coronado LX vansThis is not hard to do and there is no reason not toYes, these vans are more expensive, and "Outliers"But that is by design and these vans are all outliers when they are soldDoes this seem logical to you? Does this make sense?If you go to Edmunds, KBB or NADA and select every possible option on a chevy exspree van and you get $39,that is $10,to $30,dollars cheaper than the MSRP of one of these conversion vans newThis is why I am complainingThis is exactly what valuescope is doing, and it works well for %percent of the vehicles on the road, but not for conversion vans, and it clearly is not fair.Does this seem logical to you? Does this make sense?When I asked a local Chevy dealer to appraise my van they said they would not and could not give an accurate appraisal because there is no adequate way to do so.Now to directly address some of the statements made in your previous response.Statement 1:"CCC Valuescope was able to locate similar comparable vehicles which they used in researching the value of the Chevrolet van with the conversion package."--The vans used as compairisons were not Regency Coronado LX conversion, and not an addequate accurate compairson, not to mention over miles away, way out side of the "Local Market".Statement 2:"The value did take into account all of the options that this vehicle had including body side moldings and the rear step bumperThe value add of these options is minimal due to the age of the vehicle but are considered within the overall value."--Every other option listed on the evalualtion had a dollar amount assigned to it, but not these When I asked your claims adjuster about these options he said that thier were some options on the van that the system was not setup to handleIf these options were considered, I would exspect that a dollar amount would of been assigned to it and listed on the report no matter how smallAnd seeing how the cost to replace these options are thousands of dollars, I can't believe that they would not bother to put some dollar amount with it if they couldI will attached the vehicle evalueation to the complaintIf there was a small value amount added to the evaluation for these options I would love to see the email, or report from valuescope stateing exactly the small amount attached to this complaintI think this again strenghts my complaint,the fact that valuescope thinks that something that cost $2,when new has no value when it is usedValuescope is not adequately equipped to to evalueate conversion vans.Statement 3:"CCC Valuescope also conducted additional research by obtaining two dealer quotes." --I would like the response from these "Dealers" from NC attached to this complaintWhich dealers were contacted? Do they specialize in conversion vans? I don't know of a single reputable dealer who will give and evaluation appraisale over the phone with out looking at the vehicleWere they informed that this was a Regency Coronado LX conversion vanI don't see how it is possible that the value they reported was exactly the same as what a standard van with out a conversion with similar options and milage is valued on Edmunds, KBB, NADAThat means either the conversion package to them is worth nothing or that Edmunds, KBB, NADA are all wrongStatement 4:"To date I don’t see where a rental vehicle has been requested"On "11/25/01:PM" I emailed MrLeague the following statement."I had also hoped that we would be able to resolve this before the Thanksgiving holidays, but since that does not seem possible, could I request a rental van until we can come to a consensus."Yes, I would like a rental Van as soon as possibleI rented a van on my own previously, can I be reinbursed for that as wellAlso We were a car family now we are down to car which is leased, can I be reinbursed for the extra miles I have put on the leased car at the gong rate, since I was not provided a rental?To date I have not recieve an acceptable reponse to any of the questions I have askedI would ask that you please address these descepancies with details and facts.1: Have you comapired my vehicle to other Regency Coronado LX vans? If not why not? If so please provide detailsHow much value was added for the side moldings and the rear step bumper? Please provide details of the amount, which you said was small, with proof from Valuescope that it was consideredWhich other Dealers were contacted about the evaluation of my van, and what details were they provided? Do the specialize or even sell used Conversion Vans? Please provide all details you canIf you can't provide details, this should not be consideredHow do I get a rental van? And can I be reimbursed for previous expenses incurred from not having a rental van provided, when I asked? Regards, [redacted]
[redacted] There is no documentation other than pure fact that anyone in this world would not pay for something at what its valued and then turn around and pay the exact same amount for that same something after its been damagedNationwide has still not responded to my original complaint regarding the diminished value after the Carfax report has been compromisedAt the very least Nationwide should be compensating me at least half the value of my vehicle because the damages exceeded a little over half the value of my car, which I believe was stated on [redacted] ***' responseI'm at a loss right now and I don't know what to do anymoreThis is a lot of anxiety for me to deal with...I just hope that someone from Nationwide understands how the $simply does not make me whole in this situationI just want to be made whole
We received Mr***’s complaint regarding a recent letter we mailed to himThis letter was mailed to select members of the [redacted] as a way to support the partnership that Nationwide has with ***Because of this partnership, members of [redacted] are eligible for an exclusive discount on insurance products with NationwideThe offer Mr [redacted] received was made in partnership with the [redacted] and we excluded our company name and logo from this letter’s outer envelope since we do not list the partners on the outside of the envelopeWe understand that Mr [redacted] does not want to receive unmarked letters from Nationwide; therefore, we will remove his name and contact information from our database to ensure no further contact is made by mail, phone or email.We apologize for any confusion or frustration caused by the receipt of this letterNationwide is committed to providing a superior experience for our partners and their membersIf anything additional is needed, please contact [redacted]
[redacted] [redacted] [redacted] [redacted] the following is my request to reopen my complaint # [redacted] In Decwe were involved in an accident, Nationwide is my auto InsCoOur car sat exposed to the winter elements with the wheel ripped off and wires hanging out for days On Jan 8th I received NW’s first Est ($ 6955.93) soon after I receive additional estimate’s 1-14-for ( $ 11,012.77) 1-14-for ( $ ) 1-16-for ( $ 10582.69) When I called NW , [redacted] explained some different estimates might include “shaving the new tire to save money and match the older tire” ! That statement really surprised me See CC’s enclosed( Estimates) 3-7-we pick up the car paid the $ deductable and the $ to match vital safety suspension parts on the opposite sideWhile driving home , we immediately notice a vibration in the front wheel passenger side The car is brought back between [redacted] and [redacted] several timesFour invoices are enclosed(3-28, 4-7, 4-11, 12-) By now we paid out of pocket $ for rental plus $ for repairs we are also we are paying every month $ payments and InsFor a car we could not use for nearly four months and no transportation to get to my PT for injury to shoulder resulting from this accident In fact I protested prior to repair, why pay 11.5K for a seven year old car worth 14K , a repair to value ratio of over 80% ? I repeatedly requested a form , per [redacted] [redacted] I was told “ we don’t do business that way” Please see CC marked ‘protest#1, ### The value of our car has repeatedly been said to be 18K + Yet when I questioned [redacted] I was told “ we don’t use standard books in [redacted] for Car appraisals” CC enclosedIn fact if he had gone by the NADA , or Kelly’s Blue book, we would see the car value was 14K and beyond even the NW ratio for totalFurther in our defense of NW’s unfair practice, we posted our car for over months on [redacted] CC enclosed, our car’s add was viewed times, NOT ONE SERIOUS CALL, NOT ONE INTERESTED PERSON !! when I asked , A.Tsaid it’s likely the major accident in the car’s history Realizing all this we called our local office to inquire about a possible loss of value declaration, my wife and I were shocked to hear “ the only declaration is Bad Luck” This could have been a joke but given the history, it was not taken as such Thank you for your time Sincerely [redacted] ***
[redacted] *** [redacted] [redacted] *** [redacted] ... [redacted] [redacted] This letter is in response to your inquiry on November 10, 2014 regarding the auto policy referenced above. I would like to address [redacted] ’s concerns. If I do not provide the information you need for this matter, please do not hesitate to let me know. Regarding policy cancellation This policy was bound using our online system. It asks if you have current insurance, with what company, current limits and how long you were insured with them. Based on the information provided, a review of the policy revealed a lack of the required six months of continuous coverage prior to the inception date of this policy. We needed continuous coverage from January 17, 2014 to July 14, 2014. There was a lapse of coverage from January 23, 2014 to February 25, 2014. Additionally, there was an undisclosed driver, [redacted] , who was not added to or excluded from the policy. Therefore the policy was set to cancel effective October 21, 2014 and notice was sent. Regarding communication After receiving the cancellation notice [redacted] called to inquire about what was needed to retain the policy and again to verify the information was received. She was advised it would be sent to underwriting for review and that she would receive a return call. Regretfully, [redacted] did not receive appropriate follow up which prompted additional calls; coaching has been provided to those associates. Regarding refund request As the policy was in effect from July 17, 2014 to October 21, 2014 and [redacted] advised the effective date of her new policy is October 31, 2014, we are not able to backdate our cancellation date. This leaves a balance of $52.54 for the time she was insured so we are also unable to provide a refund. However, as a customer service gesture we will remove the balance due of $52.54. Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns, however, if you should have any questions or wish to discuss the matter further, please feel free to call me. Sincerely, [redacted] Nationwide Insurance Company ###-###-#### [email protected]
On 9/19/I submitted the claim Nationwide, but I never received an appraisal report from NationwideA couple days later the claims adjuster phoned to say he would be several days late and I had a black out, and electrical fireSo a contractor was phoned and hired, the repairs were done October 2014, a bill was submitted for reimbursementThis was denied by Nationwide On 11/5/I was told and I quote by MrBM [redacted] of Nationwide, “What I need to know at this time to move forward with the claim is what damages were and were not paid for by the home warranty companyOnce I get this information I can try to move forward with the claim.” I don’t know how this relates, but I couldn’t provide this information because I do not have a home warrantyHowever, my policy states On 11/5/RH [redacted] of Nationwide stated and I quote, “At this point, we do not disagree on the amount of the claim since the scope of damage has yet to be confirmedOnce the scope of repairs has been confirmed, appraisal could be an option if we can't agree on the amount of the damage” so I agreed to a 3rd party of Nationwide’s choice to assess the repairsNationwide picked [redacted] to do the assessment and sent claims associate JHarris with him On 11/20/ [redacted] after assessing the damages and repairs, came up with an new estimate of $5,This estimate/quote was denied for payment by Nationwide as well On 12/1/I received an email from Steve C [redacted] of Nationwide, stating and I quote, “Your claim has been referred to me for further investigation.” I stated I could speak with him any given SaturdayHe never contacted me again On 2/16/Nationwide stated and I quote, “In order to move forward with the handling of the claim, we need to confirm your insurable interest in the property covered and resolve questions concerning the [redacted] proposal that you provided to us.” So, I sent Nationwide my deed, and lien release where I completely paid for the home in all these documents had my name on themI ask if he could give me the questions concerning [redacted] that are unanswered? I never received an answer On 3/2/I was told by Nationwide (RH***) and I quote, “At this time, we still have additional questions which are better discussed in an alternative form of communication other than e-mail.” So I asked MrH [redacted] to escalated my claim to the district manager for an impartial, nonbiased, new pair of eyes and possible resolution On 3/3/MrRH [redacted] sent me a letter stating Your claim has been reviewed by my direct manager, our investigative department, and our legal departmentUntil the investigation is completed, there is no matter to escalate [redacted] [redacted] ***
Dear [redacted] This letter is in response to the inquiry received from your office on January 27, The complainant, [redacted] , indicated he was concerned because he was initially advised the total claim for the other party’s damages was $969.78, and then, after calling in again to see the progress of the claim, the total claim for the other party’s damages was $4,with no explanation as to why there was an increase in the claim amount [redacted] was advised of our initial estimate amount when he inquired to how much our current assessment of the damages were for the other vehicle Until a vehicle is completely torn down and all damages are assessed, there could be additional supplements It was the additional supplements, in combination with the prior unrelated damages, which resulted in the vehicle being considered a total loss [redacted] was initially advised if the damages were under $1,000, then no surcharge would apply to his policy He was also advised if the damages were to go over $1,000, it would pierce the threshold, and a surcharge would apply to his policy [redacted] called to inquire to the total claim amount at a later date, and at this time, he was informed the vehicle involved had since been deemed a total loss, with the total damages exceeding the $1,threshold Pursuant to [redacted] statute, our insured was also notified in writing that this loss was considered an at-fault accident resulting in property damage in excess of $1, The at-fault determination was made based on the [redacted] Code of Regulations Section that took effect on December 11, Additionally, [redacted] was concerned that the property damage was settled by “giving the owner of the Honda Accord twice what the car blue booked at”The property damaged was settled by using a consistent process according to the guidelines established by the [redacted] Department of InsuranceThis involved locating and identifying actual comparable vehicles that were available for retail purchase by the general public in the local market area within calendar days of the final settlement offerThe use of a “blue book”, NADA or a internet based valuation would have been contrary to Department of Insurance guidelines as comparable vehicles were located During his last conversation with [redacted] , our Claims Manager, [redacted] , explained that even if the claimant’s vehicle damage was actually $any rental paid on the claim would move the property damage beyond the at-fault accident thresholdHe also attempted to address all of [redacted] ’s concerns including the valuation processUnfortunately, as [redacted] very quickly stipulated that regardless of any explanation or response that should there be any impact to his premiums at his policy renewal, he would consider that unacceptableThis precluded us from having the opportunity to directly respond to his concerns We hope that this response addresses those concerns If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] , toll-free at ###-###-####, Ext [redacted] or by email at [redacted] Sincerely, [redacted] Western Claims Zone Nationwide Insurance Company of America Phone: ###-###-#### Email Address: [redacted]
From: [email protected] [mailto:[email protected]] Sent: Monday, March 16, 11:AM To: [email protected] Cc: [email protected]; [email protected]; petrisd; Catherine McLaughlin Subject: Re: Complaint Please add to complaint 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 agentNationwide Headquarters informed me on 3/12/to have your agency rewrite my policyThis change of Agency was not authorized or requested by me This now creates further delay in getting policy rewrittenI've been requesting for my policy to be re written since October Please send all documentation as requested and rewrite my policy as requested Thank you, Ms [redacted]
[redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] * This letter is in response to your recent concerns outlined in your complaint to the Revdex.com regarding your claim experience You explained your vehicle could not have been picked up while [redacted] attempted to locate the aftermarket chrome wheel opening moldings for your vehicle The original moldings were discontinued by the manufacturer however the shop was able to find a comparable setThese moldings are cosmetic parts, consequently your vehicle could have been picked up during this time, but you opted not to so Nationwide paid $in rental expenses over your coverage amount providing for daysThis $is in addition to the $or days provided by the shop for a total of days As outlined in my prior response there were several delays in repairing your vehicle These delays were attributable to weather, receipt of some parts, the holidays and the decision not to pick up your vehicle until the moldings and cosmetic parts were fixed Nationwide’s responsibility is to repair your vehicle or pay for the worth of your vehicle which ever is less Based upon your vehicle was repairable Nationwide correctly paid to repair your vehicle [redacted] and Nationwide kept you informed during the repair process If you have any questions or need further assistance, please contact me directly at ###-###-#### by fax ####-###-#### or by email at [redacted] ###-###-#### Fax ####-###-#### Email [redacted]
Thank you for prompt respond to my complaint. [redacted] from Nationwide has some of the information correct but not all. Nationwide changed my premium many times between September 2014 and January 2015. I was quoted wrong from the day 1, but agent did tell me that quote may change a "little". Agent told me that if I get renters insurance the overall policy will be less expensive. She was aware that I live in the apartment building, not a house. We had a discussion if my car is in the garage or in the parking lot or street. She asked if I live downstairs or upstairs, etc.......Basically she knew that it was not a house. After my policy increased because of the agent's mistake I contacted Nationwide and said that I am not interested in the renters insurance and want to cancel it. I am attaching a letter that I sent to Nationwide. Per [redacted] I was still charged and responsible for the premium of that renters insurance till now. The calculations for the final payment are not correct. My regular monthly payment was calculated as $216.73, because I've replaced a car there was an additional payment of $61.56 for the month of December 12th through January 12 th, making a total monthly payment that I would be paying of $278.29. I understand that I would need to pay for the January 12th through January 20 th. I shouldn't be charged for the 20th because I've already purchased insurance from [redacted] ( attached). My final payment should be $61.59 plus $62.83 (278.29 /31x7 days), making it a total of $124.39. This is still incorrect because as [redacted] mentioned the adjusted policy was not corrected and I was charged for the renters insurance and I shouldn't.Why would Nationwide send me a warning notice of the January 22 nd payment for $340.93 after I contacted them and cancelled policy on January 20th, and why $340.93 ???I am very unhappy with Nationwide practices, luring customers to purchase insurance with attractive rates and later keep changing it. Agents need more training since every time I've called I got different responds and different email address to send required documents. I just hope that this is going to be over soon, and for sure will not recommend Nationwide to any of my friends. [redacted] **
We have reviewed the inquiry from [redacted] . His correspondence was regarding excluding his son, [redacted] , from the auto policy. The policy covering [redacted] and ***’s vehicles was written as new business with our Company on March 4, 2015. His concerns are addressed below:After receiving a... quote from Allied in March, I checked to make sure drivers could be added or removed. I was repeatedly promised and assured that this would not be an issue.The conversation between the Company agent and [redacted] has been reviewed. The insured did inquire about excluding his son on the 2007 Ford Mustang and only rating him on the 2006 Crown Victoria. The agent advised that we are unable to exclude drivers from specific vehicles. Nothing was discussed regarding adding/deleting drivers.On May 1, 2015, I attempted to remove a driver from the policy via the Company’s website but that capability is apparently unavailable.Drivers can be added and removed from our policy if they are no longer members of the household. Our Service Center Representatives are available by phone to assist the insured with these requests.I called Nationwide and was told I can not subtract drivers. [redacted] contacted our Company Service Center on May 1, 2015, to remove [redacted] as a driver on the policy. The Company Representative asked if [redacted] was still a household member and had a valid license. The insured confirmed that he was still a household member and had a valid license but was not allowed to drive due to his grades. He also advised that he was told that he could exclude his son. The Service Representative then sent the exclusion form to the insured to sign and return to us.The Service Representative then obtained information from the underwriter indicating that the driver was not eligible to be excluded on this policy. The underwriter is the third party arbitrator that the insured referenced in his inquiry. Our Company is not able to exclude household members unless their license is suspended or revoked. Because [redacted] has a valid license, he is not eligible to be excluded under the auto policy. We apologize for the error made by the Allied Insurance, [redacted] Company Service Representative in sending out the form to be signed and will follow up with the associate on the additional training regarding this topic.Thank you for the opportunity to explain the policy for [redacted] . Please contact me if there are further questions.Sincerely, [redacted] Allied Insurance, a member of Nationwide Insurance###-###-#### [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy On 2/13/2015, [redacted] purchased a six month insurance policy from the Right Answer Insurance Agency with a paid in full bill plan On 2/14/ [redacted] was sent her policy document, policy declarations page and ID card The cancellation during policy period is outlined on page of the policy document provided, subheading of the General Policy Conditions As stated “the refund will be computed in accordance with the short rate table and procedure, which is the unearned prorate premium X .90.” On 4/29/ [redacted] ’s cancellation was processed per her signed request effective 4/30/per the procedures outlined in her policy document A return of premium check for $was sent on 5/1/to the address on file I trust that I have addressed the issues within [redacted] ’s complaint If I can be of further assistance, please contact me at ###-###-#### Sincerely, [redacted]
Dear [redacted] This letter is in response to our second follow up letter that was sent on March 6, We are aware of [redacted] ***’s concerns and have completed a thorough investigation and are confident that our liability decision is accurateWe have taken the necessary steps to evaluate this claim and the damages to both parties’ vehiclesWith regard to [redacted] ***’s concerns of physical damage to his auto, the picture reveals damage to his vehicle which appears to be from an impact of some kind but is not consistent with damage from a vehicleNor does the picture show any paint transfer that would be consistent with damage from a red car doorFurthermore, we have determined, based on the evidence submitted, that our insured vehicle did not cause damage to [redacted] vehicleThere is no damage to our insured vehicle and no paint chips that would suggest impact with another object or vehicle [redacted] took his vehicle to one of our preferred shops for an estimate This was not an authorization for repairsAt no point in time did we advise [redacted] that we would extend coverage for his damages Our investigation was ongoing and no liability decision had been made on this file [redacted] does have the option to seek repairs through his insurance carrier GeicoWe encourage [redacted] to contact claim adjuster, [redacted] , with his insurance company ***, at ###-###-#### We hope we have answered the consumer’s questions or concerns that were brought forward with this concern and if there is any additional information needed or clarification on any concerns, please let me know[redacted] Nationwide Property & Casualty###-###-#### [redacted]
I refuse to believe that all of Nationwide’s branches operate in such an unprofessional mannerThis delay alone (months) is unprofessionalThis is why I requested another district look over my claimWhy was I denied, and why is this same branch still fumbling with this claim? Besides if there is nothing to hide, allow my request? Now, this prolonged, delayed claim has caused peek elevations in my blood pressure that wasn’t there beforeI will follwith my physician to see what other stressor/symptoms are going on due to this case at my next appointment and I will inform Nationwide I will wait until tomorrow for Nationwide to answer my questionsIf I do not hear from them by close of business, I will go to the mediaI want resolution on this claim via the Revdex.com, TV media, Insurance Board, or a trial by juryI will not stop perusing this claimI want the world to see how a multimillion dollar company treats his paying customers when it comes to a measly $claim here in the deep south of Alabama Below are my responses and questions to MsBlessing I never received a request from Nationwide on March 26th to meetThis is a blatant disregard for the truth as usualMsB [redacted] please produce the invite? I didn’t get it, and I asked to be sent emails as my preferred method of communication, to try and avoid this type confusion Nationwide sent a contractor out to assess damages/repairs already [redacted] )I was told they trusted Brookstone and that this company was reliableWas this a lie too? Why is another estimate needed? Will Nationwide pay the claim if I allow this 2nd estimate? If so how long will it take? Other large companies can pay in less than working days What does Nationwide’s investigation include? What will complete this prolonged investigation? Tell me so nothing else is added later What documentations are needed? What are you referring to/requesting? Give me a listDo you know what documentation you want? Nationwide should be experts in claim delivery, can’t you tell me what you want? What is Nationwide alleging is wrong/miss represented? What additional questions need to be answered? (please be specific) Why did Nationwide lie and say that I didn’t make myself available to the investigator (SC***, when this wasn’t true? I agreed to meet with him any given SaturdayWhy is Nationwide lying? Why wasn’t Brookstone’s estimate accepted? The contractor was hand-picked by Nationwide (I have this in an email) Why didn’t I get an estimate/quote initially? Why wasn’t Nationwide available for me? The premiums are paid Why didn’t I get arbitration when I requested it in writing? Please show me in my policy what was neglected/done wrong on my part? I have a copy of my policy Sincerely frustrated, [redacted] ***
I am in receipt of your correspondence of May 4, regarding the above captioned loss andwould like to take this opportunity to respond.This claim was reported to us on March 2, and handled in our Harleysville, [redacted] CatastropheUnitImmediate contact was made with our insured and we assigned an adjuster to view theclaimed damagesThis inspection was completed by [redacted] with [redacted] ***on March 10, as that was when the insured would be available.The insured also contracted with [redacted] to perform water mitigation of the property [redacted] was not hired nor were they contacted by Harleysville Preferred Insurance to complete anymitigation at the premisesOnce we were notified that they had inspected the property we didcontact them for the scope of their repairsWe discussed their mitigation process with [redacted] from [redacted] on March 6, 2015.Our investigation found water damage consistent with ice dams to the interior of the home.However, a complete inspection of the roof found numerous areas of preexisting damages andrepairs as well as evidence that the roof at one time had been tarpedNo evidence was found ofice dam damage to the roofThe roof had damage in numerous places which was not indicativeof damage caused by ice as the damage was not where the ice had formed but wide-spread on theroofWe have included photos that document these findings.We received the estimate on March 17, and discussed the estimate with the insured onMarch 19, This estimate was emailed to [redacted] and payment was issued on March 26,Also on March 26, 2015, [redacted] called and was concerned that the roof was not beingincluded in the estimateWe agreed to send assign a second inspection.This re-inspection was completed by [redacted] , with [redacted] ***onApril 14, At that time the roof was re-tarped [redacted] was unable to see any damage tothe roof due to the tarp [redacted] was informed that if he had the tarp removed, [redacted] would come out again to see the claimed damages or that Harleysville would assign a roofingexpert[redacted] did prepare a supplemental estimate to include some additional damages includingice removal from the roof, a new shed and the subsequent tarping of the roof, as a customerservice to assist [redacted] in preventing further damagePaying for the tarp was not anadmission of coverage for the claimed roof replacement.Payment for the supplemental damage was issued on May 1, [redacted] was informed by [redacted] ***, [redacted] that when the roof was again exposed we wouldsend out a roofing contractor for another inspectionAt this time we have not heard anythingfurther from [redacted] ***.Should you require any further assistance in this matter, please contact our Customer RelationsCoordinator, [redacted] ***, at ###-###-#### or via email at [redacted] Regards, [redacted] ###-###-###
I just logged back in and saw their response I do not agree with this Their calls are recorded and I want the calls pulled In those calls you will hear I was mislead If I was looking for cost savings why would a policy that is 2k more be an optionI should have been pointed out to me
I reviewed the response made by the business in reference to complaint ID
***, and find the resolution is satisfactory to meAlthough when
** *** said that "I was hesitant in
allowing Nationwide to move my vehicle" she is completely wrongI have
never spoken to ** ***, and yes,
I did want my claim to be settled by those at faultWhy would I
want a damaged car on wheels sitting in front of my house for weeks? I had
called both *** *** & *** *** multiple times on getting the car removed
from the property, only to get some kind of run around
Regards,
*** ***
Dear *** ***Thank you for your recent correspondence regarding *** *** and concerns with the claimThe following will address the concerns.Per her complaint, *** *** takes issue with the length of time our investigation has takenShe regrettably has the perception that we are giving
her the runaround and inquires why we cannot simply repair her carShe also laments medical bills that she is receiving for her husband’s injuries sustained in this accident.Upon review of the claim, I noted that while the ***’ claim took place on March 23rd, 2015, it was not reported to us until April 15, Contact was made with the ***’ the following day and their statement into the facts of the loss was obtained.Briefly, the ***’ were victims of a hit-and-run driver who rear-ended their Nissan Altima*** ***, the investigator assigned to their claim, explained to the ***’ that they carry a liability only policy with no medical payments coverageHe also advised that, given the circumstances, they would be not-at-fault for the damages to the claimant vehicleBut that he cannot assist them with first party repairs*** *** did agree to order a copy of the police report in an attempt to assist the ***’ in learning the identity of the hit-and-run driver and whether there was any applicable insurance for that party.*** *** then immediately ordered a copy of this report and hired a local vendor to go to the police department to obtain a copy of the sameUnfortunately, the report was either not found or not yet available*** *** kept the ***’ informed as to the status of his investigation with a phone call the following Thursday, March 23rd.During that conversation, *** *** shared that he had obtained a copy of the police reportHe immediately faxed it to *** ***With the help of the police report and other information gathered by ***’, *** *** immediately called the used car dealer, *** *** ***, which recently owned the offending vehicleA representative of *** *** *** invoked confidentiality in not providing any information on the party that had bought the vehicle from them.Undeterred, *** *** then left a message with the responding officer, Detective *** of the *** *** Police Department, for any assistance he might be able to offerA second follow up message requesting assistance was left for the detective two days laterHe has yet to return our calls.We regret that we have been unable to identify the owner of the offending vehicle owner to dateDespite having met the requirements of the policy (recall this is a liability-only policy and the *** have been cleared of any fault in this matter) the investigator, *** ***, has been diligent in his efforts to assist the *** in every way possible to identify the at fault partyWe sincerely regret that these efforts have been deemed insufficient by the ***.I trust this has satisfactorily addressed your inquiry into this matterIf you should have any additional questions or concerns, my contact information is listed below.Sincerely,*** *** ***Nationwide Mutual Insurance Company###-###-####***
[redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] * [redacted] [redacted] This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted] *** Nationwide has reviewed this file and the concerns expressed by [redacted] ***In this response we will address: the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle The repair process did take longer than expected The repair delays were caused by multiple factors Nationwide allowed this customer days additional rental car expenses over his purchased coverageWe also recognize that some delays were out of the control of Nationwide Insurance and the repair facility The date of the accident was December 31, which is during the holiday season Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activityOne of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part The vehicle was ready for pickup on or about February 21, The only thing left to complete the repair was an after market trim molding that attaches to the fender The part does not affect the drivability, functionality or safety of the vehicleIt is strictly a cosmetic trim moldingThe replacement part was not available anymore so a new set of four had to be special orderedWe offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed [redacted] refused to receive the vehicle back until that cosmetic part was received and installed Nationwide is not aware of any repair issues or any new discovery of accident related damageI responded to the [redacted] Chevrolet dealership to address a number of concerns of [redacted] *** [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing It was determined that there was nothing wrong with the transmission or any of the repairs completedIn fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications As a result of the diagnostic testing there were a few general maintenance items that needed attention, but nothing was related to the accidentThe items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident, and the brakes and rotors should be replacedNationwide conceded to pay for the hub as it could have been damaged by the accident, but the brakes and rotors are maintenance items on the vehicle and have worn out over time Nationwide did not offer to pay for the brakes and rotors [redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted] *** It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered The vehicle was brought in to the shop, it was put up on a lift, and the undercarriage, suspension and drive-train were all inspected There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle [redacted] signed a repair authorization / election form at the repair shop, and could have at any time told the shop he was not going to repair his vehicle there This did not happen, so the repair shop moved forward with the repairs.? All delays were addressed and Nationwide has paid a fair amount for the rental [redacted] has Loss of Use (rental) coverage limits of $per day, with a maximum coverage of Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity [redacted] chose to purchase additional insurance coverage on the rental vehicleThis contributed to additional expenses related to his rental contract The value of the vehicle was determined by running the CCC evaluationThe evaluation method is approved by the [redacted] Department of Financial ServicesThe value stated on the evaluation is $18,The complete damage estimate is $ The damage ratio to value is 59.73% to valueIn the state of [redacted] ***, [redacted] ** indicates a vehicle should be considered a total loss when the estimate exceeds 75% Nationwide will continue to address the concerns of [redacted] ***All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director [redacted] on more than one occasionOur position has always been that if there are additional damages that are attributable to the December 31, accident we will address themThere has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:AM and 4:PM
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
I disagree if some, if not all of the statements made by [redacted] s message sent on 12/29/And I think your response re-iterates the problem that I have with this claim and the reason I came to the Revdex.com in the first placeYou stated that "CCC Valuescope was able to locate similar comparable vehicles which they used in researching the value of the Chevrolet van"My complaint is that not only did Valus scope go half way accross the country miles away to find a compairable vehicle( which is way out side of industry standards), but the vehicles they found were not compairable, because CCC Valuescope is not adequately setup to value these vansLike you said before, these vans are "Outliers" by design, CCC Valuescope, Edmunds, KBB, NADAThat is why Edmunds, KBB, NADA all have seperate ways to value RVs, which would be a more accurate to value Conversion VansAgain I state that this van has a RV titleDoes this seem logical to you? Does this make sense? [redacted] *** This is an example of conversion vans, which valuescope would say has the exact same options, but the MSRP price is roughly $20,dollars differentWhat is different, is that the first van has a good but generic conversion package , and the second has a higher grade conversion packagesIf you look at the website, the southern comfort conversion packages are all 15k to 20k more than the genericI can provide more websites and provide more than of these examples if neededI say all this to say, all conversion packages are not the same, and that is why I must insist that you compare my van to other Regency Coronado LX vansThat is the only way to get a accurate valuationI was able to provide several links to compairable Regency Coronado LX vansThis is not hard to do and there is no reason not toYes, these vans are more expensive, and "Outliers"But that is by design and these vans are all outliers when they are soldDoes this seem logical to you? Does this make sense?If you go to Edmunds, KBB or NADA and select every possible option on a chevy exspree van and you get $39,that is $10,to $30,dollars cheaper than the MSRP of one of these conversion vans newThis is why I am complainingThis is exactly what valuescope is doing, and it works well for %percent of the vehicles on the road, but not for conversion vans, and it clearly is not fair.Does this seem logical to you? Does this make sense?When I asked a local Chevy dealer to appraise my van they said they would not and could not give an accurate appraisal because there is no adequate way to do so.Now to directly address some of the statements made in your previous response.Statement 1:"CCC Valuescope was able to locate similar comparable vehicles which they used in researching the value of the Chevrolet van with the conversion package."--The vans used as compairisons were not Regency Coronado LX conversion, and not an addequate accurate compairson, not to mention over miles away, way out side of the "Local Market".Statement 2:"The value did take into account all of the options that this vehicle had including body side moldings and the rear step bumperThe value add of these options is minimal due to the age of the vehicle but are considered within the overall value."--Every other option listed on the evalualtion had a dollar amount assigned to it, but not these When I asked your claims adjuster about these options he said that thier were some options on the van that the system was not setup to handleIf these options were considered, I would exspect that a dollar amount would of been assigned to it and listed on the report no matter how smallAnd seeing how the cost to replace these options are thousands of dollars, I can't believe that they would not bother to put some dollar amount with it if they couldI will attached the vehicle evalueation to the complaintIf there was a small value amount added to the evaluation for these options I would love to see the email, or report from valuescope stateing exactly the small amount attached to this complaintI think this again strenghts my complaint,the fact that valuescope thinks that something that cost $2,when new has no value when it is usedValuescope is not adequately equipped to to evalueate conversion vans.Statement 3:"CCC Valuescope also conducted additional research by obtaining two dealer quotes." --I would like the response from these "Dealers" from NC attached to this complaintWhich dealers were contacted? Do they specialize in conversion vans? I don't know of a single reputable dealer who will give and evaluation appraisale over the phone with out looking at the vehicleWere they informed that this was a Regency Coronado LX conversion vanI don't see how it is possible that the value they reported was exactly the same as what a standard van with out a conversion with similar options and milage is valued on Edmunds, KBB, NADAThat means either the conversion package to them is worth nothing or that Edmunds, KBB, NADA are all wrongStatement 4:"To date I don’t see where a rental vehicle has been requested"On "11/25/01:PM" I emailed MrLeague the following statement."I had also hoped that we would be able to resolve this before the Thanksgiving holidays, but since that does not seem possible, could I request a rental van until we can come to a consensus."Yes, I would like a rental Van as soon as possibleI rented a van on my own previously, can I be reinbursed for that a
s wellAlso We were a car family now we are down to car which is leased, can I be reinbursed for the extra miles I have put on the leased car at the gong rate, since I was not provided a rental?To date I have not recieve an acceptable reponse to any of the questions I have askedI would ask that you please address these descepancies with details and facts.1: Have you comapired my vehicle to other Regency Coronado LX vans? If not why not? If so please provide detailsHow much value was added for the side moldings and the rear step bumper? Please provide details of the amount, which you said was small, with proof from Valuescope that it was consideredWhich other Dealers were contacted about the evaluation of my van, and what details were they provided? Do the specialize or even sell used Conversion Vans? Please provide all details you canIf you can't provide details, this should not be consideredHow do I get a rental van? And can I be reimbursed for previous expenses incurred from not having a rental van provided, when I asked? Regards, [redacted]
[redacted] There is no documentation other than pure fact that anyone in this world would not pay for something at what its valued and then turn around and pay the exact same amount for that same something after its been damagedNationwide has still not responded to my original complaint regarding the diminished value after the Carfax report has been compromisedAt the very least Nationwide should be compensating me at least half the value of my vehicle because the damages exceeded a little over half the value of my car, which I believe was stated on [redacted] ***' responseI'm at a loss right now and I don't know what to do anymoreThis is a lot of anxiety for me to deal with...I just hope that someone from Nationwide understands how the $simply does not make me whole in this situationI just want to be made whole
We received Mr***’s complaint regarding a recent letter we mailed to himThis letter was mailed to select members of the [redacted] as a way to support the partnership that Nationwide has with ***Because of this partnership, members of [redacted] are eligible for an exclusive discount on insurance products with NationwideThe offer Mr [redacted] received was made in partnership with the [redacted] and we excluded our company name and logo from this letter’s outer envelope since we do not list the partners on the outside of the envelopeWe understand that Mr [redacted] does not want to receive unmarked letters from Nationwide; therefore, we will remove his name and contact information from our database to ensure no further contact is made by mail, phone or email.We apologize for any confusion or frustration caused by the receipt of this letterNationwide is committed to providing a superior experience for our partners and their membersIf anything additional is needed, please contact [redacted]
[redacted] [redacted] [redacted] [redacted] the following is my request to reopen my complaint # [redacted] In Decwe were involved in an accident, Nationwide is my auto InsCoOur car sat exposed to the winter elements with the wheel ripped off and wires hanging out for days On Jan 8th I received NW’s first Est ($ 6955.93) soon after I receive additional estimate’s 1-14-for ( $ 11,012.77) 1-14-for ( $ ) 1-16-for ( $ 10582.69) When I called NW , [redacted] explained some different estimates might include “shaving the new tire to save money and match the older tire” ! That statement really surprised me See CC’s enclosed( Estimates) 3-7-we pick up the car paid the $ deductable and the $ to match vital safety suspension parts on the opposite sideWhile driving home , we immediately notice a vibration in the front wheel passenger side The car is brought back between [redacted] and [redacted] several timesFour invoices are enclosed(3-28, 4-7, 4-11, 12-) By now we paid out of pocket $ for rental plus $ for repairs we are also we are paying every month $ payments and InsFor a car we could not use for nearly four months and no transportation to get to my PT for injury to shoulder resulting from this accident In fact I protested prior to repair, why pay 11.5K for a seven year old car worth 14K , a repair to value ratio of over 80% ? I repeatedly requested a form , per [redacted] [redacted] I was told “ we don’t do business that way” Please see CC marked ‘protest#1, ### The value of our car has repeatedly been said to be 18K + Yet when I questioned [redacted] I was told “ we don’t use standard books in [redacted] for Car appraisals” CC enclosedIn fact if he had gone by the NADA , or Kelly’s Blue book, we would see the car value was 14K and beyond even the NW ratio for totalFurther in our defense of NW’s unfair practice, we posted our car for over months on [redacted] CC enclosed, our car’s add was viewed times, NOT ONE SERIOUS CALL, NOT ONE INTERESTED PERSON !! when I asked , A.Tsaid it’s likely the major accident in the car’s history Realizing all this we called our local office to inquire about a possible loss of value declaration, my wife and I were shocked to hear “ the only declaration is Bad Luck” This could have been a joke but given the history, it was not taken as such Thank you for your time Sincerely [redacted] ***
[redacted] *** [redacted] [redacted] *** [redacted] ... [redacted] [redacted] This letter is in response to your inquiry on November 10, 2014 regarding the auto policy referenced above. I would like to address [redacted] ’s concerns. If I do not provide the information you need for this matter, please do not hesitate to let me know. Regarding policy cancellation This policy was bound using our online system. It asks if you have current insurance, with what company, current limits and how long you were insured with them. Based on the information provided, a review of the policy revealed a lack of the required six months of continuous coverage prior to the inception date of this policy. We needed continuous coverage from January 17, 2014 to July 14, 2014. There was a lapse of coverage from January 23, 2014 to February 25, 2014. Additionally, there was an undisclosed driver, [redacted] , who was not added to or excluded from the policy. Therefore the policy was set to cancel effective October 21, 2014 and notice was sent. Regarding communication After receiving the cancellation notice [redacted] called to inquire about what was needed to retain the policy and again to verify the information was received. She was advised it would be sent to underwriting for review and that she would receive a return call. Regretfully, [redacted] did not receive appropriate follow up which prompted additional calls; coaching has been provided to those associates. Regarding refund request As the policy was in effect from July 17, 2014 to October 21, 2014 and [redacted] advised the effective date of her new policy is October 31, 2014, we are not able to backdate our cancellation date. This leaves a balance of $52.54 for the time she was insured so we are also unable to provide a refund. However, as a customer service gesture we will remove the balance due of $52.54. Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns, however, if you should have any questions or wish to discuss the matter further, please feel free to call me. Sincerely, [redacted] Nationwide Insurance Company ###-###-#### [email protected]
On 9/19/I submitted the claim Nationwide, but I never received an appraisal report from NationwideA couple days later the claims adjuster phoned to say he would be several days late and I had a black out, and electrical fireSo a contractor was phoned and hired, the repairs were done October 2014, a bill was submitted for reimbursementThis was denied by Nationwide On 11/5/I was told and I quote by MrBM [redacted] of Nationwide, “What I need to know at this time to move forward with the claim is what damages were and were not paid for by the home warranty companyOnce I get this information I can try to move forward with the claim.” I don’t know how this relates, but I couldn’t provide this information because I do not have a home warrantyHowever, my policy states On 11/5/RH [redacted] of Nationwide stated and I quote, “At this point, we do not disagree on the amount of the claim since the scope of damage has yet to be confirmedOnce the scope of repairs has been confirmed, appraisal could be an option if we can't agree on the amount of the damage” so I agreed to a 3rd party of Nationwide’s choice to assess the repairsNationwide picked [redacted] to do the assessment and sent claims associate JHarris with him On 11/20/ [redacted] after assessing the damages and repairs, came up with an new estimate of $5,This estimate/quote was denied for payment by Nationwide as well On 12/1/I received an email from Steve C [redacted] of Nationwide, stating and I quote, “Your claim has been referred to me for further investigation.” I stated I could speak with him any given SaturdayHe never contacted me again On 2/16/Nationwide stated and I quote, “In order to move forward with the handling of the claim, we need to confirm your insurable interest in the property covered and resolve questions concerning the [redacted] proposal that you provided to us.” So, I sent Nationwide my deed, and lien release where I completely paid for the home in all these documents had my name on themI ask if he could give me the questions concerning [redacted] that are unanswered? I never received an answer On 3/2/I was told by Nationwide (RH***) and I quote, “At this time, we still have additional questions which are better discussed in an alternative form of communication other than e-mail.” So I asked MrH [redacted] to escalated my claim to the district manager for an impartial, nonbiased, new pair of eyes and possible resolution On 3/3/MrRH [redacted] sent me a letter stating Your claim has been reviewed by my direct manager, our investigative department, and our legal departmentUntil the investigation is completed, there is no matter to escalate [redacted] [redacted] ***
Dear [redacted] This letter is in response to the inquiry received from your office on January 27, The complainant, [redacted] , indicated he was concerned because he was initially advised the total claim for the other party’s damages was $969.78, and then, after calling in again to see the progress of the claim, the total claim for the other party’s damages was $4,with no explanation as to why there was an increase in the claim amount [redacted] was advised of our initial estimate amount when he inquired to how much our current assessment of the damages were for the other vehicle Until a vehicle is completely torn down and all damages are assessed, there could be additional supplements It was the additional supplements, in combination with the prior unrelated damages, which resulted in the vehicle being considered a total loss [redacted] was initially advised if the damages were under $1,000, then no surcharge would apply to his policy He was also advised if the damages were to go over $1,000, it would pierce the threshold, and a surcharge would apply to his policy [redacted] called to inquire to the total claim amount at a later date, and at this time, he was informed the vehicle involved had since been deemed a total loss, with the total damages exceeding the $1,threshold Pursuant to [redacted] statute, our insured was also notified in writing that this loss was considered an at-fault accident resulting in property damage in excess of $1, The at-fault determination was made based on the [redacted] Code of Regulations Section that took effect on December 11, Additionally, [redacted] was concerned that the property damage was settled by “giving the owner of the Honda Accord twice what the car blue booked at”The property damaged was settled by using a consistent process according to the guidelines established by the [redacted] Department of InsuranceThis involved locating and identifying actual comparable vehicles that were available for retail purchase by the general public in the local market area within calendar days of the final settlement offerThe use of a “blue book”, NADA or a internet based valuation would have been contrary to Department of Insurance guidelines as comparable vehicles were located During his last conversation with [redacted] , our Claims Manager, [redacted] , explained that even if the claimant’s vehicle damage was actually $any rental paid on the claim would move the property damage beyond the at-fault accident thresholdHe also attempted to address all of [redacted] ’s concerns including the valuation processUnfortunately, as [redacted] very quickly stipulated that regardless of any explanation or response that should there be any impact to his premiums at his policy renewal, he would consider that unacceptableThis precluded us from having the opportunity to directly respond to his concerns We hope that this response addresses those concerns If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] , toll-free at ###-###-####, Ext [redacted] or by email at [redacted] Sincerely, [redacted] Western Claims Zone Nationwide Insurance Company of America Phone: ###-###-#### Email Address: [redacted]
From: [email protected] [mailto:[email protected]] Sent: Monday, March 16, 11:AM To: [email protected] Cc: [email protected]; [email protected]; petrisd; Catherine McLaughlin Subject: Re: Complaint Please add to complaint 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 agentNationwide Headquarters informed me on 3/12/to have your agency rewrite my policyThis change of Agency was not authorized or requested by me This now creates further delay in getting policy rewrittenI've been requesting for my policy to be re written since October Please send all documentation as requested and rewrite my policy as requested Thank you, Ms [redacted]
[redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] * This letter is in response to your recent concerns outlined in your complaint to the Revdex.com regarding your claim experience You explained your vehicle could not have been picked up while [redacted] attempted to locate the aftermarket chrome wheel opening moldings for your vehicle The original moldings were discontinued by the manufacturer however the shop was able to find a comparable setThese moldings are cosmetic parts, consequently your vehicle could have been picked up during this time, but you opted not to so Nationwide paid $in rental expenses over your coverage amount providing for daysThis $is in addition to the $or days provided by the shop for a total of days As outlined in my prior response there were several delays in repairing your vehicle These delays were attributable to weather, receipt of some parts, the holidays and the decision not to pick up your vehicle until the moldings and cosmetic parts were fixed Nationwide’s responsibility is to repair your vehicle or pay for the worth of your vehicle which ever is less Based upon your vehicle was repairable Nationwide correctly paid to repair your vehicle [redacted] and Nationwide kept you informed during the repair process If you have any questions or need further assistance, please contact me directly at ###-###-#### by fax ####-###-#### or by email at [redacted] ###-###-#### Fax ####-###-#### Email [redacted]
Thank you for prompt respond to my complaint. [redacted] from Nationwide has some of the information correct but not all. Nationwide changed my premium many times between September 2014 and January 2015. I was quoted wrong from the day 1, but agent did tell me that quote may change a "little". Agent told me that if I get renters insurance the overall policy will be less expensive. She was aware that I live in the apartment building, not a house. We had a discussion if my car is in the garage or in the parking lot or street. She asked if I live downstairs or upstairs, etc.......Basically she knew that it was not a house. After my policy increased because of the agent's mistake I contacted Nationwide and said that I am not interested in the renters insurance and want to cancel it. I am attaching a letter that I sent to Nationwide. Per [redacted] I was still charged and responsible for the premium of that renters insurance till now. The calculations for the final payment are not correct. My regular monthly payment was calculated as $216.73, because I've replaced a car there was an additional payment of $61.56 for the month of December 12th through January 12 th, making a total monthly payment that I would be paying of $278.29. I understand that I would need to pay for the January 12th through January 20 th. I shouldn't be charged for the 20th because I've already purchased insurance from [redacted] ( attached). My final payment should be $61.59 plus $62.83 (278.29 /31x7 days), making it a total of $124.39. This is still incorrect because as [redacted] mentioned the adjusted policy was not corrected and I was charged for the renters insurance and I shouldn't.Why would Nationwide send me a warning notice of the January 22 nd payment for $340.93 after I contacted them and cancelled policy on January 20th, and why $340.93 ???I am very unhappy with Nationwide practices, luring customers to purchase insurance with attractive rates and later keep changing it. Agents need more training since every time I've called I got different responds and different email address to send required documents. I just hope that this is going to be over soon, and for sure will not recommend Nationwide to any of my friends. [redacted] **
We have reviewed the inquiry from [redacted] . His correspondence was regarding excluding his son, [redacted] , from the auto policy. The policy covering [redacted] and ***’s vehicles was written as new business with our Company on March 4, 2015. His concerns are addressed below:After receiving a... quote from Allied in March, I checked to make sure drivers could be added or removed. I was repeatedly promised and assured that this would not be an issue.The conversation between the Company agent and [redacted] has been reviewed. The insured did inquire about excluding his son on the 2007 Ford Mustang and only rating him on the 2006 Crown Victoria. The agent advised that we are unable to exclude drivers from specific vehicles. Nothing was discussed regarding adding/deleting drivers.On May 1, 2015, I attempted to remove a driver from the policy via the Company’s website but that capability is apparently unavailable.Drivers can be added and removed from our policy if they are no longer members of the household. Our Service Center Representatives are available by phone to assist the insured with these requests.I called Nationwide and was told I can not subtract drivers. [redacted] contacted our Company Service Center on May 1, 2015, to remove [redacted] as a driver on the policy. The Company Representative asked if [redacted] was still a household member and had a valid license. The insured confirmed that he was still a household member and had a valid license but was not allowed to drive due to his grades. He also advised that he was told that he could exclude his son. The Service Representative then sent the exclusion form to the insured to sign and return to us.The Service Representative then obtained information from the underwriter indicating that the driver was not eligible to be excluded on this policy. The underwriter is the third party arbitrator that the insured referenced in his inquiry. Our Company is not able to exclude household members unless their license is suspended or revoked. Because [redacted] has a valid license, he is not eligible to be excluded under the auto policy. We apologize for the error made by the Allied Insurance, [redacted] Company Service Representative in sending out the form to be signed and will follow up with the associate on the additional training regarding this topic.Thank you for the opportunity to explain the policy for [redacted] . Please contact me if there are further questions.Sincerely, [redacted] Allied Insurance, a member of Nationwide Insurance###-###-#### [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy On 2/13/2015, [redacted] purchased a six month insurance policy from the Right Answer Insurance Agency with a paid in full bill plan On 2/14/ [redacted] was sent her policy document, policy declarations page and ID card The cancellation during policy period is outlined on page of the policy document provided, subheading of the General Policy Conditions As stated “the refund will be computed in accordance with the short rate table and procedure, which is the unearned prorate premium X .90.” On 4/29/ [redacted] ’s cancellation was processed per her signed request effective 4/30/per the procedures outlined in her policy document A return of premium check for $was sent on 5/1/to the address on file I trust that I have addressed the issues within [redacted] ’s complaint If I can be of further assistance, please contact me at ###-###-#### Sincerely, [redacted]
Dear [redacted] This letter is in response to our second follow up letter that was sent on March 6, We are aware of [redacted] ***’s concerns and have completed a thorough investigation and are confident that our liability decision is accurateWe have taken the necessary steps to evaluate this claim and the damages to both parties’ vehiclesWith regard to [redacted] ***’s concerns of physical damage to his auto, the picture reveals damage to his vehicle which appears to be from an impact of some kind but is not consistent with damage from a vehicleNor does the picture show any paint transfer that would be consistent with damage from a red car doorFurthermore, we have determined, based on the evidence submitted, that our insured vehicle did not cause damage to [redacted] vehicleThere is no damage to our insured vehicle and no paint chips that would suggest impact with another object or vehicle [redacted] took his vehicle to one of our preferred shops for an estimate This was not an authorization for repairsAt no point in time did we advise [redacted] that we would extend coverage for his damages Our investigation was ongoing and no liability decision had been made on this file [redacted] does have the option to seek repairs through his insurance carrier GeicoWe encourage [redacted] to contact claim adjuster, [redacted] , with his insurance company ***, at ###-###-#### We hope we have answered the consumer’s questions or concerns that were brought forward with this concern and if there is any additional information needed or clarification on any concerns, please let me know[redacted] Nationwide Property & Casualty###-###-#### [redacted]
I refuse to believe that all of Nationwide’s branches operate in such an unprofessional mannerThis delay alone (months) is unprofessionalThis is why I requested another district look over my claimWhy was I denied, and why is this same branch still fumbling with this claim? Besides if there is nothing to hide, allow my request? Now, this prolonged, delayed claim has caused peek elevations in my blood pressure that wasn’t there beforeI will follwith my physician to see what other stressor/symptoms are going on due to this case at my next appointment and I will inform Nationwide I will wait until tomorrow for Nationwide to answer my questionsIf I do not hear from them by close of business, I will go to the mediaI want resolution on this claim via the Revdex.com, TV media, Insurance Board, or a trial by juryI will not stop perusing this claimI want the world to see how a multimillion dollar company treats his paying customers when it comes to a measly $claim here in the deep south of Alabama Below are my responses and questions to MsBlessing I never received a request from Nationwide on March 26th to meetThis is a blatant disregard for the truth as usualMsB [redacted] please produce the invite? I didn’t get it, and I asked to be sent emails as my preferred method of communication, to try and avoid this type confusion Nationwide sent a contractor out to assess damages/repairs already [redacted] )I was told they trusted Brookstone and that this company was reliableWas this a lie too? Why is another estimate needed? Will Nationwide pay the claim if I allow this 2nd estimate? If so how long will it take? Other large companies can pay in less than working days What does Nationwide’s investigation include? What will complete this prolonged investigation? Tell me so nothing else is added later What documentations are needed? What are you referring to/requesting? Give me a listDo you know what documentation you want? Nationwide should be experts in claim delivery, can’t you tell me what you want? What is Nationwide alleging is wrong/miss represented? What additional questions need to be answered? (please be specific) Why did Nationwide lie and say that I didn’t make myself available to the investigator (SC***, when this wasn’t true? I agreed to meet with him any given SaturdayWhy is Nationwide lying? Why wasn’t Brookstone’s estimate accepted? The contractor was hand-picked by Nationwide (I have this in an email) Why didn’t I get an estimate/quote initially? Why wasn’t Nationwide available for me? The premiums are paid Why didn’t I get arbitration when I requested it in writing? Please show me in my policy what was neglected/done wrong on my part? I have a copy of my policy Sincerely frustrated, [redacted] ***
I am in receipt of your correspondence of May 4, regarding the above captioned loss andwould like to take this opportunity to respond.This claim was reported to us on March 2, and handled in our Harleysville, [redacted] CatastropheUnitImmediate contact was made with our insured and we assigned an adjuster to view theclaimed damagesThis inspection was completed by [redacted] with [redacted] ***on March 10, as that was when the insured would be available.The insured also contracted with [redacted] to perform water mitigation of the property [redacted] was not hired nor were they contacted by Harleysville Preferred Insurance to complete anymitigation at the premisesOnce we were notified that they had inspected the property we didcontact them for the scope of their repairsWe discussed their mitigation process with [redacted] from [redacted] on March 6, 2015.Our investigation found water damage consistent with ice dams to the interior of the home.However, a complete inspection of the roof found numerous areas of preexisting damages andrepairs as well as evidence that the roof at one time had been tarpedNo evidence was found ofice dam damage to the roofThe roof had damage in numerous places which was not indicativeof damage caused by ice as the damage was not where the ice had formed but wide-spread on theroofWe have included photos that document these findings.We received the estimate on March 17, and discussed the estimate with the insured onMarch 19, This estimate was emailed to [redacted] and payment was issued on March 26,Also on March 26, 2015, [redacted] called and was concerned that the roof was not beingincluded in the estimateWe agreed to send assign a second inspection.This re-inspection was completed by [redacted] , with [redacted] ***onApril 14, At that time the roof was re-tarped [redacted] was unable to see any damage tothe roof due to the tarp [redacted] was informed that if he had the tarp removed, [redacted] would come out again to see the claimed damages or that Harleysville would assign a roofingexpert[redacted] did prepare a supplemental estimate to include some additional damages includingice removal from the roof, a new shed and the subsequent tarping of the roof, as a customerservice to assist [redacted] in preventing further damagePaying for the tarp was not anadmission of coverage for the claimed roof replacement.Payment for the supplemental damage was issued on May 1, [redacted] was informed by [redacted] ***, [redacted] that when the roof was again exposed we wouldsend out a roofing contractor for another inspectionAt this time we have not heard anythingfurther from [redacted] ***.Should you require any further assistance in this matter, please contact our Customer RelationsCoordinator, [redacted] ***, at ###-###-#### or via email at [redacted] Regards, [redacted] ###-###-###
I just logged back in and saw their response I do not agree with this Their calls are recorded and I want the calls pulled In those calls you will hear I was mislead If I was looking for cost savings why would a policy that is 2k more be an optionI should have been pointed out to me
I reviewed the response made by the business in reference to complaint ID
***, and find the resolution is satisfactory to meAlthough when
** *** said that "I was hesitant in
allowing Nationwide to move my vehicle" she is completely wrongI have
never spoken to ** ***, and yes,
I did want my claim to be settled by those at faultWhy would I
want a damaged car on wheels sitting in front of my house for weeks? I had
called both *** *** & *** *** multiple times on getting the car removed
from the property, only to get some kind of run around
Regards,
*** ***
Dear *** ***Thank you for your recent correspondence regarding *** *** and concerns with the claimThe following will address the concerns.Per her complaint, *** *** takes issue with the length of time our investigation has takenShe regrettably has the perception that we are giving
her the runaround and inquires why we cannot simply repair her carShe also laments medical bills that she is receiving for her husband’s injuries sustained in this accident.Upon review of the claim, I noted that while the ***’ claim took place on March 23rd, 2015, it was not reported to us until April 15, Contact was made with the ***’ the following day and their statement into the facts of the loss was obtained.Briefly, the ***’ were victims of a hit-and-run driver who rear-ended their Nissan Altima*** ***, the investigator assigned to their claim, explained to the ***’ that they carry a liability only policy with no medical payments coverageHe also advised that, given the circumstances, they would be not-at-fault for the damages to the claimant vehicleBut that he cannot assist them with first party repairs*** *** did agree to order a copy of the police report in an attempt to assist the ***’ in learning the identity of the hit-and-run driver and whether there was any applicable insurance for that party.*** *** then immediately ordered a copy of this report and hired a local vendor to go to the police department to obtain a copy of the sameUnfortunately, the report was either not found or not yet available*** *** kept the ***’ informed as to the status of his investigation with a phone call the following Thursday, March 23rd.During that conversation, *** *** shared that he had obtained a copy of the police reportHe immediately faxed it to *** ***With the help of the police report and other information gathered by ***’, *** *** immediately called the used car dealer, *** *** ***, which recently owned the offending vehicleA representative of *** *** *** invoked confidentiality in not providing any information on the party that had bought the vehicle from them.Undeterred, *** *** then left a message with the responding officer, Detective *** of the *** *** Police Department, for any assistance he might be able to offerA second follow up message requesting assistance was left for the detective two days laterHe has yet to return our calls.We regret that we have been unable to identify the owner of the offending vehicle owner to dateDespite having met the requirements of the policy (recall this is a liability-only policy and the *** have been cleared of any fault in this matter) the investigator, *** ***, has been diligent in his efforts to assist the *** in every way possible to identify the at fault partyWe sincerely regret that these efforts have been deemed insufficient by the ***.I trust this has satisfactorily addressed your inquiry into this matterIf you should have any additional questions or concerns, my contact information is listed below.Sincerely,*** *** ***Nationwide Mutual Insurance Company###-###-####***