Nationwide

On July 5th 2016 I was involved in an automobile accident. It was immediately deemed that the accident was not my fault; therefore, I used the insurance company of the person who hit me. In the weeks following the accident I had to deal with [redacted] Insurance. This was no pleasure in the slightest. My adjuster [redacted] was polite and seemed to know what he was doing; however, a week into my claim he went on vacation. Leaving me to deal with [redacted] The most unprofessional women I have ever spoken to. Her customer service skills are virtually nonexistent. As someone who works in the customer service industry I am appalled that [redacted]has not been reprimanded for her actions. [redacted]and I had a phone conversation, July 21st, where she screamed at me, for virtually no reason. During this conversation she accused me of insurance fraud, stating that I was imagining the alignment issue with my car and that is did not exist. At this point in time no one had examined my car yet so we did not know the extent of the damage. I was hit on the front right tire of my car, clearly there was a possibility of an alignment issue. After this conversation, I left her several messages inquiring about the status of my car and would not hear back from her for days. I tried to get in touch with a manager and no one returned my calls. I have never been given this much of a run around. It was not until weeks later when someone returned my call that I finally figured out what was going on with my car. The company refused to pay stating that it was entirely my fault when both the police report and photos from the accident stated otherwise.
Aside from [redacted] Insurance utter lack of customer service training, communication, and note taking skills their organization skills were horrid. Every single person I talked to gave me a different answer on the status of my car, at times stating that I would be responsible for the damage, which I did not in any way cause.
I did not receive my vehicle back until August 5th, 2016, an entire month later. I wanted to wait until I knew that I never had to deal with this company again to write this letter. I would NEVER use this company.

This letter is in response to [redacted]’s inquiry from 1/02/2014. In his inquiry [redacted] asked 4 questions which I will answer at this time.
1. [redacted] inquired into the type of comparables that were used by Nationwide and did Nationwide specifically compare his vehicle to a Regency Coronado LX conversion van. The direct answer to this question is no, we did not find any vehicles exactly like [redacted]’s which is not uncommon. We did locate similar vehicles to [redacted]’s van and made value adjustments based on the options/trim package that the comparables did/did not have. All of [redacted]’s options were taken into consideration so that a fair value could be offered.
2. As you can see on page 2 of the attached CCC Valuescope both Body Side Moldings and the Rear Step Bumper are listed as options on the totaled vehicle and considered in the overall value of the van. As a vehicle ages the options add less value to the vehicle. Once a vehicle becomes 10 years or older than there is minimal value increase for most options. You will note that on page 1 there is an increase in value due to the following options: aluminum wheels, Running Boards, CD player, and the Tow & Hitch package.
3. There are two dealer quotes listed on the attached CCC Valuescope. These can be found on pages 13 & 14. Both dealers are located in [redacted] and were given a full description of the totaled vehicle.
4. [redacted] has inquired into being paid for a rental. Our responsibility is to provide a rental vehicle for a fair and reasonable amount of time to [redacted] which doesn’t when settlement is reached or a replacement vehicle is purchased. This being said Nationwide agrees to a rental cash out for [redacted] in the amount of $683.82. This is what Enterprise would charge to rent a van for 18 days at $37.99/day. The loss occurred on 11/14/2014 and the settlement offer was given to [redacted] on 11/21/2014. We have then added an additional 10 days for a total of 18 days. Please see the revised settlement noted below to include our rental concession.
Please note that [redacted] has provided comparables and these have been reviewed in regards to determining the value of his van. The comparables provided by [redacted] would be considered in Outstanding conditioning as opposed to his condition rating of Average Private/Dealer Retail. Due to their condition they would sell for an increased amount.
Below is our revised settlement to include our rental concession. Please be advised that this is our settlement offer and do not have any documentation to support the increase of this value. We believe that this offer is fair and supported by our documentation. Our revised settlement is:
Actual Cash Value = $5,456.00 Condition Adjustment + $287.00 Total ACV = $5,743.00 Sales Tax + $172.29Title Fee + $55.00 Subtotal = $5,970.29 Allowance for Rental +$683.82 Total Settlement Offer = $6,654.11
We can issue payment and conclude the [redacted]’s claim upon receipt of their completed total loss paperwork and title.
Sincerely,
[redacted]

I have reviewed the response made by the business in reference to complaint ID ########, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for forwarding the foregoing follow up complaint regarding the diminished value claim for Ms. [redacted] to our attention. [redacted] is a fully owned subsidiary of Nationwide Mutual Insurance Company (hereafter “[redacted]”).
On 1/2/15 I had left a message for Ms. [redacted] to advise [redacted] of [redacted] Subaru had asked for additional time to provide me with documentation on the diminished value placed on the vehicle by the dealership. In the interim I received a letter from Ms. [redacted] dated 1/6/15 with information from another dealership [redacted] Subaru. I called Ms. [redacted] on 1/9/15 and left her a voicemail indicating I would contact [redacted] at [redacted] Subaru. Once I obtained additional information from him I would contact her to discuss further. I was able to discuss with Mr. [redacted] and he provided me with additional information which I reviewed with our consultant. Based on the information provided by the dealership we have increased our diminished value offer. On 1/16/15 contact was established with Ms. [redacted]. An offer for diminished value was presented in the amount of $7677.94 and was accepted by Ms. [redacted]. The settlement check for this amount was issued on 1/16/15. This matter is now resolved.
Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or via email at [redacted]@nationwide.com.
Tel ###-###-####P.O. Box [redacted] Fax ###-###-####[redacted], PA 19438-9940www.[redacted]group.com

[redacted] Insurance Company received a Depertment of Insurance complaint regarding the sameconcerns. The issues have been addressed and resolved.
Enclosed is a copy of the letter sent for your records.
If you require further assistance in this matter, please contact our Customer...

Relations Coordinator, GerrieH[redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]@nationwide.com.

tab-stops: 27.0pt .5in" class="MsoNormal">Dear [redacted]
 
Thank you for the opportunity to research and respond to the above member’s concerns.
 
The policy start date was June 9, 2014 and canceled on August 31, 2014 due to non-pay. [redacted] called the [redacted] on July 24, 2014 and spoke to her agent, [redacted], and asked for her address to be updated. [redacted] did update the address, however; she did not include the unit/apt. number. This caused [redacted] to not receive any mail sent to her after this date from Nationwide.  [redacted] was set up on Electronic Funds Transfer when the policy was started. The last auto draft occurred on August 8, 2014. This payment was returned for non-sufficient funds. The total that Nationwide attempted to collect was $89.73. This would include $60.29 billed for the auto and $29.50 for the tenant. On August 14, 2014 [redacted] was billed an additional $30.00 due to a non-sufficient fee from Nationwide.  A payment was received on August 29, 2014 for $29.50 and was applied to policy [redacted]6. Nationwide mailed [redacted] a letter dated August 29, 2014 stating the amount paid was a partial payment and  insufficient. The remainder of the payment needed to be paid by August 31, 2014 to avoid cancelation effective August 31, 2014.  No monies were received in the month of September. On October 8, 2014 a payment was received by check in the amount of $89.78. A refund was sent out on October 11, 2014 for $46.74 as this was the excess payment on the canceled policy. On October 27, 2014 the account was sent to collections for $21.43. On November 3, 2014 a payment was received for $ 89.78. On November 5, 2014 a refund was mailed for $89.78 due to the policy being canceled. On December 10, 2014 a payment for $89.78 was received. The refund for this payment went out by mail on December 11, 2014.
 
December 10, 2014 [redacted] was pulled over by the police. They called to verify policy information and were advised that the policy was canceled. Between the August 2014 date and December 10, 2014, [redacted] had not communicated with her agent’s office at any time prior to her being pulled over by the police.
 
On December 11, 2014, [redacted] from [redacted]’s office called ###-###-#### and spoke to [redacted]s. [redacted]s advised her that they have made the decision to move their insurance to another company and already have a policy in place. [redacted]s asked that we send any monies owed to them to [redacted] contacted the Nationwide billing department to make sure they had the correct mailing address.[redacted] advised she has had several conversations with [redacted] via email.  [redacted] last day of employment with [redacted] was August 29, 2014 and the agency has no record of the emails between them. The Nationwide IT department has advised once an employee leaves the company, emails can only be retrieved up to one week after their departure, after that, all information is deleted. [redacted] was asked to forward the emails to the agent’s office and she replied, “she did not have them because they were deleted." 
 
Agent [redacted] and his staff are not targeting any specific community, gender or race when selling insurance and he has been a licensed Property and Casualty agent for over 10 years.
 
Please review the below timeline provided by the Nationwide billing and processing department:
 
In review of the account, the policy started June 9, 2014 with a premium of $361.70.  Two valid payments of $89.78 were received on June 11, 2014 and July 14, 2014. 
 
Payment of $89.73 was received on August 12, 2014.  The August payment was returned due to insufficient funds on August 14, 2014.  A returned item fee was assessed in the amount of $30.00.
 
The post office notified Nationwide of an updated address and the address was changed from [redacted]. on August 17, 2014. 
 
On August 19, 2014, a Notice of Cancellation generated for $90.29 due by August 30, 2014 or the policy would cancel August 2, 2014.  A payment of $29.50 was received via Check Free and applied to the Auto policy.   On September 2, 2014, a partial pay letter was sent indicating the payment was not enough to keep the policy active.  The policy cancelled for non payment of premium effective August 31, 2014.   Upon cancellation, an amount due generated for coverage provided of $43.04 on the cancelled policy. 
 
A payment of $89.78 was received via Check Free on October 8, 2014.  This paid the $43.04 collection and left a credit on the account of $46.74.  This payment did not qualify the Auto policy to reinstate, denial letter was sent on October 9, 2014.  A refund of $46.74 was initiated by the system on October 13, 2014.
 
Payment of $89.78 was received via Check Free on November 3, 2014.  The payment was refunded on November 6, 2014 as the policy remained cancelled.  Denial letter was mailed on November 4, 2014 indicating the policy was still cancelled. 
 
Payment of $89.78 was received via Check Free on December 10, 2014.  The payment was refunded on December 12, 2014 and then was stop paid and reissued on December 19, 2014 and the policy remained cancelled.  Denial letter was mailed on December 11, 2014 indicating the policy was still cancelled. 
 
The returned item fee was waived as a courtesy causing the $30.00 to be refunded to the member on December 23, 2014.
 
Impound fees totaling $303.25 were refunded on December 24, 2014.  We do not show if this has been cashed yet.  It was sent to [redacted] 
 
The member has a balance due of $21.43 on the cancelled HP policy.  Servicing had advised we could stop the $30.00 returned item fee refund and apply it to the balance; however, the member cashed this refund.  We can not apply the $30.00 credit to the home policy balance since the check was cashed.
 
Refunds
 
Three checks were issued to [redacted] &/or [redacted] at [redacted].  The reissued check for $89.78 was sent to the [redacted] address.  Attached are the cashed check copies for checks [redacted], and [redacted].
 
·         Ck #[redacted] was issued October 13, 2014 for $46.74 and was cashed on December 19, 2014.
·         Ck #[redacted] was issued November 6, 2014 for $89.78 and was cashed on December 19, 2014.
·         Ck #[redacted] was issued December 12, 2014 for $89.78 and was stopped on December 17, 2014due to an error.  A manual check, #[redacted] was express over-nighted to [redacted] on December 19, 2014 and has not been cashed. The tracking number for this refund is [redacted] and it shows delivered to the front door on December 22, 2014 at 11:34 a.m.
·         Ck #[redacted] was issued December 23, 2014 for $30.00 and was cashed on January 20, 2014.
 
I have attached all correspondence that was mailed to Mr. and [redacted], along with copies of all cashed checks and a billing account detailed breakdown for your review.
 
If you have any further questions please feel free to contact me.
 
Sincerely,
 
 
[redacted]
Nationwide
###-###-####,
[redacted]

[redacted]   [redacted] 
I apologize...

for our oversight. I show we received [redacted]'s letter on May 22, 2014 and overlooked it in error. I sincerely apologize to [redacted] for this oversight.
What I found We issued this policy effective October 9, 2013 with a specified amount of $200,000. I show the policy is an Individual Flexible Premium Adjustable Fixed and Index-Linked Universal Life plan.
The original application (enclosed) indicates she originally applied for a whole life plan paid up at age 100, however, was changed to an Individual Flexible Premium Adjustable Fixed and Index-Linked Universal Life plan,I've included copies of the signed illustration and an amendment dated October 14, 2013 when the policy was delivered.
As a Fixed and Index-Linked Universal life plan, the owner/insured has the option of selecting either the Fixed Interest Strategy or the Indexed Interest strategies.
These options are complex and a complete explanation is in [redacted]'s contract. I have enclosed a specimen copy of the policy and the data pages for your review. The Interest Crediting Strategies Provision begins on page 18.
I show we drafted the initial quarterly premium of $3,725.48 on October 17, 2014. [redacted] authorized this draft from her checking account ending in ####. We applied the payment to the policy effective the issue date October 9, 2013. We haven't processed any further premium drafts on this account.
We began bllllng [redacted] quarterly with the first quarterly premium due January 9, 2014. I've enclosed a copy of this billing. We received her quarterly premium via a personal check, number 9244 dated January 15, 2014 and drawn on the same checking account. I show we sent the April 9,2014 premium notice (enclosed) but we haven't received payment at this time.
About our decision [redacted] has requested we rescind the policy and reimburse all premiums paid because she was interested in life insurance rather than an investment.
This is a universal life insurance plan and not an investment based policy. Based on this, we can't proceed with her request to rescind the policy and refund premiums.
As confirmation, we are not drafting the premiums from her checking account so there is nothing for us to stop. The only draft completed occurred in October 2013, with her authorization.
For help when you need it If you have any additional questions, please contact me by calling ###-###-####, option *, extension #### between 7 a.m. and 3:30 p.m. Eastern time or by emailing [redacted]
Sincerely,
[redacted]
Nationwide Financial

[redacted],
We are in receipt of your latest communicated dated January 30, 2015. We have reviewed our file to addressyour concerns.  Our insured has a personal auto policy with a liability limit of 100,000. The loss date was7/4/2014 the loss was reported to Harleysville on 7/25/2014. This most recent response is from [redacted] Emailto the Revdex.com.
A representative from Harleysville did call [redacted] on 1/27/2015. We advised that any additional damagesbeing claimed needed to be inspected by his carrier, [redacted]. They have paid for the damages tohis vehicle, and we have reimbursed them through subrogation.
If there are additional damages, this will need to be confirmed and viewed by [redacted]'s Carrier, [redacted]
[redacted].
The estimate written by [redacted] appears to be written to industry standards.
I cannot comment on the practices and guidelines that are being used by [redacted] but the use ofnon-original factory parts is very common on an older vehicle, in poor prior condition. Wheel alignments arenormally only allowed when a wheel or tire is replaced.
We have accepted 100% liability for this loss and any supplements that are submitted by [redacted]will be reviewed by Harleysville, and paid, as long as the additional damages being claimed are loss related.
Our file will remain closed.
Should you require any further assistance in this matter, please contact our Customer Relations Coordinator,[redacted], at ###-###-#### or via email at [redacted].
Sincerely,[redacted]
[redacted]###-###-####

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] 
I am in receipt of the online complaint received...

on August 18, 2014, regarding [redacted]’ automobile policy.
Review of our records shows on February 14, 2014, [redacted] contacted our service department and requested to cancel her automobile policy effective February 14, 2014. [redacted] was advised a Policy Cancellation Form would be sent to her complete electronically via email. She was advised her estimated refund would be $31.95, once the policy cancelled. During this call, [redacted] expressed that she did not wish to cancel her tenant policy; therefore, the automatic monthly withdrawals were not stopped.
Per our current process, once the electronic Policy Cancellation Form is returned it is then assigned to a member of our Processing Team to process the cancellation. Unfortunately, the cancellation was not processed.
On March 1, 2014, [redacted] contacted our service department to inquire why her policy had not been cancelled. The signed Policy Cancellation Form was located in our system and she was advised the policy would be cancelled, per her request, effective February 14, 2014. She was advised we were unable to stop the automatic deduction of $149.90 which was scheduled to be deducted from her bank account that day. This installment included $132.89 for the automobile policy and $17.01 for the tenant policy. [redacted] was advised she could place a stop payment with her bank and if she were charged a stop payment fee, she would be reimbursed due to agent error.
On March 4, 2014, the automobile policy was cancelled effective March 14, 2014. Unfortunately, the representative submitted the request with the wrong date.
On March 5, 2014, a refund of $44.04 was issued for the unearned premium on the automobile policy.
On March 5, 2014, an installment bill was issued for the tenant policy for $17.02 due on March 30, 2014.
On March 6, 2014, the payment of $149.90 received on March 1, 2014, was returned by [redacted]’s bank due to her placing a stop payment on the funds. A $30.00 non-sufficient fund fee was assessed on her account.
On March 8, 2014, a Notice of Cancellation was issued for the tenant policy which advised a payment of $34.03 would be needed by March 29, 2014, to prevent cancellation effective March 30, 2014.
On March 11, 2014, a Final Bill was issued for $162.89 for the automobile policy. This bill was issued due to the returned payment for March 1, 2014. The bill included the $30.00 non-sufficient fund fee.
On April 1, 2014, a Collection Letter was issued to the [redacted] which advised of the final balance owed of $162.89 for the automobile policy.
On April 2, 2014, due to no payment being received the tenant policy was cancelled effective March 30, 2014.
On, April 4, 2014, a Final bill for $20.76 was issued for the tenant policy. This bill represents the balance owed for coverage provided through the cancellation date.
On April 5, 2014, [redacted] contacted our service department to advise her automobile policy was supposed to be cancelled effective February 14, 2014. [redacted] was advised the cancellation date on her policy would be adjusted and she would receive a follow up call regarding any final balance due.
On April 15, 2014, the cancellation date on the automobile policy was adjusted to February 14, 2014. This change resulted in a premium decrease of $115.30 which reduced the collection owed to $47.59.
On April 16, 2014, a voice message was left for the member that advised the cancellation date on the automobile policy had been adjusted to February 14, 2014, and the new balance owed was adjusted to $47.59.
On June 18, 2014, [redacted] spoke with our Service Department regarding the collections owed on her policies. A payment of $20.76 was taken to clear the outstanding balance owed on the tenant policy. [redacted] was advised the $30.00 non-sufficient fund fee had been waived, therefore, leaving no balance due on the automobile policy. Unfortunately, this information was inaccurate as the final balance owed had been reduced to $17.59 with removing the non-sufficient fund fee. [redacted] was advised an email would be sent which explained the collections had been taken care of.
On August 13, 2014, [redacted] contacted our service department as a result of being notified by Credit Collection Services (CCS) of the outstanding balance owed for $17.59 on the automobile policy.
On August 18, 2014, a member of our Escalations Team approved writing off the $17.59 collection on [redacted] automobile policy due to agent error.
[redacted] automobile and tenant policies reflect a zero balance. I contacted CCS today to confirm both account have been closed. The balance on the tenant policy had not been previously reported to the credit bureaus; however, the $17.59 balance on the automobile policy had been reported. CCS will have the item removed from [redacted]’ credit which could take upward of 60 days to be completed. If [redacted] has any questions regarding this process she may contact CCS directly at ###-###-####.
I apologize for inconvenience or frustration we may have caused [redacted]’s due to the delay in processing her cancellation request and for any misinformation provided. We take customer service very seriously and continuously strive to improve our service. Feedback has been provided for each representative who mishandled her policy.
If further assistance is needed in this matter, please contact me directly at ###-###-####.
Sincerely,
[redacted]
[redacted] (Customer Resolution & Response Team) Colonial County Mutual Insurance Company
Email: [redacted]

I had someone file a claim against me almost 4 weeks ago. Ever since then, an agent from there, Victoria, has called me almost everyday. At My boss at work has gotten mad at me for these excessive phone calls. She stated its because she needed an additional statement from my husband, but even after she had his number, she still calls me! Aren't you MY insurance company?!? Shouldn't you be on MY side?!? When its time to renew (March)... I'll be with any company rather than this..regardless of what becomes of this bogus "claim". I understand in business, that its about the almighty dollar, but to us, the consumer, this is our lives your complicating....shame on you Nationwide!

A well written form letter does not begin to address the issues with this company.  I take issue with a number of statements in the response which are deliberately misleading and inaccurate.1.  The service agreement does not differentiate between services and installation.  Services are services and the statements do not contain defined terms that limit such.  When the agreement was sold to me, installation discounts were used as an example of savings, further indicating that the agreement and its associated discount was intended to cover any service provided by Favret.  I relied on this when I purchased the agreement in the first place, and Favret did not live up to its end of the bargain either on discount or priority service.  This deliberately mislead me and others who have signed such agreement.  Without a transparent discount, there is no value to purchasing such agreement - it does't save money on "checkups" and basically just allows Favret to collect money upfront for services that later do not meet expectations.  2.  I was told EXPRESSLY that the location of my unit had been evaluated by Favret personnel, and a crane would not be needed.  Any other position was never presented or discussed, nor was this a legitimate reason for the delays and/or lack of compliance with the services agreement.3.  No one was willing and/or able to explain any of the repairs in any level of detail AND there was no willingness to provide transparent pricing or even articulate the portion of the estimate attributable to parts or labor.  There was a great deal of pressure to sign a contract for an entirely new system right away because allegedly the auxiliary system that was heating my house was not able to support my heating needs.  These statements were misleading and created a false sense of urgency which I believe was intended to scare me into purchasing more than what I actually needed and stop asking questions.  4.  I have not had the heat pump repaired by another vendor and have not voided any agreement.  Once I got a competing estimate and did due diligence with providers who were willing and able to provide complete information on options, I now understand that I can wait to have this repair done when the weather is warmer and it is convenient for me and I am able to use the auxiliary equipment for as long as I need.  5.  This was not simply a poor customer service experience.   I relied on a service contract, experienced excessive pressure to purchase thousands of dollars of equipment that I do not need without explanation or transparency.  Out of fear and exhaustion from the process, I was ready to sign the contract and was then told that it would be several days before the work would be done (after I was assured the work would be done the next day, complete with confirmations that no crane was needed and that it would be done in a single day since the expected date of services would be a Friday).  By approaching the situation in this fashion, I was backed into a corner regarding the repairs because it is difficult to have things done over a weekend by another provider.I restate my original demand here which is more than fair for the horrendous and offensive experience and the time spent being unduly pressured to purchase an entirely new HVAC.

The information in the response from Nationwide in inaccurate.  I applied for the loan online on November 16, 2015 and didn't receive the requested amount until Monday, December 14, 2015 (nearly 1 month later).  I have attached a copy of two pictures:  the first showing acknowledgement from Nationwide on November 24th and the second showing the numerous amount of times the loan needed to be cancelled/resubmitted. 
The information I received from Nationwide was that the third party administrator ([redacted]) was at fault.  When everything was finalized, it is obviously the burden of responsibility lies with Nationwide.  It is apparent to me that Nationwide does not have the ability to handle individual issues as they arise.  They were more interested in bickering with the third party administrator than resolving the issue.  
It is completely unacceptable the way everything was handled.  I applied for the loan giving myself (what should have been) plenty of time to have it for Christmas shopping.  I'm a single mother and not knowing when or if I would receive the money was not only frustrating but aggravating.  Do I expect someone at Nationwide to drop everything and work on my problem?  Yes, I do!!  As of the end of November, the loan had been approved by my employer, the third party administrator and by Nationwide itself. However, it took until December 15th to finally receive the deposit.  I am now stuck paying additional shipping charges in order to guarantee Christmas delivery and some items are out of stock and now not available.    
I couldn't be more disappointed in the way Nationwide handled the entire transaction.

Your inquiry on behalf of the customer associated with the complaint ID noted above was referred to me for response.
My review indicated that our Customer Service Representative did not provide correct information regarding the change in the billing system when speaking to the insured...

late last year. In conjunction with this change, the new billing program would not function in the same manner as the previous one had. The insured was making monthly payments on a program that required payment in full only at the beginning of the new policy term. While the prior billing program allowed the monthly payments, the new one would not.I spoke to Ms. [redacted] and explained what had occurred. She indicated they had obtained other insurance but needed correction to their policy cancellation date to avoid forced placed insurance by their lienholder. This change has been made and the collection process halted as there is no longer an outstanding balance owed. We regret the confusion created by the inaccurate information provided by our representative during our transitioning to the new billing program.
Thank you for this opportunity to review our handling. I hope the additional information provided serves to further explain our actions. If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted] direct at ###-###-#### or by email at [redacted]
Sincerely,Mary K[redacted]

I am in receipt of the March 6, 2014, inquiry from our member.  As requested, I am providing a response to the additional information requested.
The call from December 18, 2013, in which the automobile policy was quoted and initiated, was reviewed again to confirm any discussion of a lien holder, comprehensive or collision coverage as well as coverage available for the vehicle.  There was no discussion of a lien holder nor was there a request for comprehensive or collision coverage.  Nationwide generally does not offer comprehensive and collision coverage on vehicles older than fifteen years.  This was articulated by the sales agent during the phone call.
I also reviewed the incoming and outgoing phone calls from December 1, 2013, to January 1, 2014, in order to determine if any other phone calls may have occurred.  The review did not identify any other calls between the member and the company.  The phone number that was used to contact Nationwide on December 18, 2013 (###-###-####), and the phone number on file (###-###-####) were researched.  If there are other phone numbers that should be considered, please let us know.
The call transcription has been included.  If any additional information is needed, please do not hesitate to contact me.
[redacted] Nationwide Customer Resolution and Response Team
###-###-####
Fax# - ###-###-####
[redacted]

The customer [redacted] had two follow up questions to our last response. The answer to her first question regarding why the customer was not told when the claim was filed is because the call reporting the loss comes into our call center who are only intake specialist and not licensed adjusters. They cannot make coverage decisions on the claim. In addition, our policyholder's coverage was in a grace period which means our policyholder's premium payment was late. Therefore, if our policyholder made her payment then coverage would have been active for this loss date but since our policyholder did not make her payment, the policy was canceled effective September 23, 2012. So, the answer to [redacted]'s second question regarding when did the client's insurance end is September 23, 2012.
If there are any further questions, please let me know.
[redacted]

[redacted]
 
[redacted]
 
                                    [redacted]       [redacted]   [redacted]
                                        ...⇄ [redacted]   [redacted]                                                                                                          I am again rejecting [redacted] responses based on
the fact that Nationwide has not approved any bids that I have submitted to them.
I have submitted claim 1 bid and again their claim is that the company’s prices
are too high. 
I don’t believe that any bid I submit will be a bid to their
liking and winter is upon us. The request for the labor and materials were
submitted as requested by Nationwide with the corrected information. However
all contractors have a price that they give for the work and the materials they
will be using, which include their man power. I do not believe that Nationwide
can monopolize every company /contractor that make a bid and tell them that
they are to expenses and that they will not pay for the work.
No one company has the ability to tell another company how
to conduct their business or what to price their material or labor for, this
has never been heard of . I have spoken with other insurance company’s and they
have never heard of what going on with my company before.
Claim 1 estimate has been submitted and I am waiting for two
different bids from a company that will have to use two contractors for the job
on the outer buildings Claim 2. I had found one contractor that was willing to
do all the work along with his employees has declined on doing my outer
building unless he deals with me direct.
I again due not believe that the issues at hand will be
resolved with nationwide, and for the record any further damage that arises due
to the upcoming weather Nationwide will be  totally  responsible for . Had my outer building roof
been replaced prior to the winter weather, would have prevented further damage
to my structures and content.
 
Yes, I have spoken with [redacted] by phone, however again he
is having a problem with the prices.
 Sincerely
 
[redacted]

[redacted] has chosen to ignore some key negotiation points associated with the values of the vehicle in question. After consulting with legal counsel, it was brought to our knowledge that this is a common practice for Nationwide Insurance company and Valuescope CCC. Both Nationwide Insurance company and Valuescope CCC have been sued in a court of law and lost numerous judgments for operating with illegal business practices and in bad
faith. Some of the law suites include [redacted] which the complaint claims " CCC systematically underreporting, for insurance claim purposes, the salvage value of vehicles that are "totaled" as a result of an accident that is submitted to an insurance carrier.  Simply put, CCC's purported valuations for vehicles that have been totaled are fraudulent - they are intentionally based upon data that is outdated, not comparable, and or entirely fabricated. These bogus valuations are then used by the insurance carriers who are making payments to Plaintiffs and members of the class to determine how much will be paid on their insurance claim". 
Another eye opening case was [redacted] insurance in [redacted] in which [redacted] stated that Nationwide insurance has repeatedly tried to enforce that, “Its message is 1) that it is a defense-minded carrier, 2) do not mess with us if you know what is good for you, 3) you cannot run with the big dogs, 4) there is no level playing field to be had in your case, 5) you cannot afford it and what client will pay thousands of dollars to fight this battle? 6) so we can get away with anything we want to, 7) you cannot stop us,”. Nationwide lost this suite and an award of $18 million dollars against Nationwide was issued by the court. I regret that Nationwide insurance refused to fully consider the facts that I presented them and did not accept my earlier attempts to compromise.
For this reason I have file a civil suit in the [redacted] Court system with the help of my attorney, against Nationwide's client [redacted] for complete restitution and payment for damages done to my 2002 Coronado Regency Chevy Express van. The judgement will be for the full repair cost of $9291.73 and the rental expenses of $683.82 for total amount owed of $9,975.55. The court date is set for February 6th, 2015.
Regards,
[redacted]

This letter is in response to the complaint filed with your agency by [redacted] regarding his Automobilepolicy. Our records indicate the policy was written with an effective date of August 31, 2014. The policy wasactive until July 31, 2015, with one lapse in coverage from May 26,...

2015, until June 6, 2015. The policy billed onan installment account with payments due on the 6th of the month for the most recent policy term.Unfortunately, Nationwide has no record of receipt of the signed cancellation request for the policy. If Mr. [redacted]will provide a copy of the policy declarations showing when he obtained alternate insurance, Nationwide will alterthe cancellation date on his policy and adjust the balance due accordingly.
Nationwide contacted the third party collection agency and put a 60 day hold on the account to allow time for therequired documentation to be received without a negative impact to the member’s credit report. Attached pleasefind a complete premium and payment history for the policy for your records.
Nationwide regrets that Ms. [redacted] did not receive the level of service he expected from Nationwide. Wecontinually work to ensure our member receive the highest level of customer service.
If you require further assistance, please contact [redacted], Jane G[redacted] at ###-###-####,or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
Sincerely,Colleen F[redacted]t

[redacted] [redacted] [redacted] 
Thanks for helping me with my complaint against Nationwide Insurance regarding the
damage claim from the April 9, 201 3 storm. This letter is my response to the June 11,
201 4 information provided by Nationwide Insurance.
The timeline provided by Nationwide is accurate but leaves out some detail. After the
April 9,20 13 storm my first contact was to my agent [redacted] Insurance. I inquired
about the best way to determine if I should file a claim. [redacted] suggested I contact [redacted], a
roofing contractor he trusted to assess the damage. [redacted] inspected my property and
determined the damage was significant. [redacted] recommended I file a claim. On [redacted]'s
recommendation I called [redacted] and file a claim on 5-7-2013.
Nationwide Insurance sent [redacted] to evaluate my claim. May 12, 201 3 I receive
the estimate prepared by Mr. [redacted] (attached for reference, attachment #I). The
estimate was incomplete and not consistent with the damage. Items left out where: valley
flashing, two of the three garage doors, most of the gutters / down spouts and outside
furniture. The estimate included 20 shingles. I pick up many more than 20 shingles form
my gutters and yard after the storm and I continue to find shingles in the gutters and yard
after every rain and slight wind. I had not lost any shingles from my roof prior to the
April 9,201 3 storm. The roofing contractors I have consulted informed me 20 shingles
would not cover the shingles required to replace the roof vents, valley flashing and
damage shingles.
My wife [redacted] and I reached out to Mr. [redacted] to inquire about the inconsistent nature of
his estimate. He did not offer any reasonable explanation. Mr. [redacted] informed my
wife he was going to have a structural engineer evaluate the damage. When I learned the
engineer was [redacted], I let Mr. [redacted] know I knew the firm and had conducted business
with them in the past. I was skeptical about the reason to involve a structural engineer
with a roof claim. After several rescheduled appointment by [redacted], mainly resulting from
weather, [redacted] inspected my damage. I had a conversation with Mr. [redacted] after
he finished his inspection. He informed me of a personal experience he had regarding a
roof claim on his property and how he was disappointed with the outcome of his
settlement. I felt Mr. [redacted] was preparing me for an unfavorable outcome. I left that
meeting wondering if I was going to be penalized for Mr. [redacted]'s bad experience.
I received a copy of [redacted]'s report dated June 1 1, 201 3 and after my review noticed
several inconsistencies ([redacted] report attached for reference, attachment #2). The report
references pictures that were not included in the report I received. The report references
damage from foot traffic. I am the original owner of this property and nobody has been
on my roof prior to the April 9,201 3 storm. Any foot traffic damage was caused by the
inspection resulting from the storm. The report only references 8 roof vents, I have 9
roof vents. The report lists 5 vent caps I only have 3 vent caps and 1 chimney cap. The
report states I have no damage to gutters and downspouts. Nationwide's estimate
itemized gutter and downspout damage. The report does not include damage to outside
furniture. [redacted]'s report did not as a value of damage but did state I have "splitting due
to hail impacts on all roof exposures".
Mr. [redacted] did revise his estimate after [redacted] submitted their report from $3,550.09 to
$5,796.00. The revised estimate is still not consistent with the damage to my property.
I again contacted Mr. [redacted] to gain answers regarding the inconsistent estimate and he
informed me about the appraisal process outlined in my policy. October 22,2013, over 6
months after the storm damage, I sent Mr. [redacted] a letter formally requesting the
appraisal process outlined in my policy (attached for reference, attachment #3). As
outlined in the policy, I selected Mr. [redacted] as my impartial appraiser. I found Mr. [redacted]
through a roofing contractor my neighbor used to replace their roof. Nationwide selected
[redacted] with [redacted]
After receiving [redacted]'s October 3 1,201 3 letter, I wondered why Mr. [redacted] needed to send
names of possible umpires. I called Mr. [redacted] to inquire why we had to select an umpire
prior to needing one. He did not know why stating he had not received an estimate of
damage from [redacted].
I received a letter from [redacted] dated December 6,201 3 stating [redacted] of [redacted] was
selected as the umpire. I immediately call [redacted]l with [redacted] and told him Mr. [redacted]
had already offered an opinion on my claim. At this point there was no doubt in my mind
this was and likely never will be an impartial process. I also wondered how many times
Nationwide had hired [redacted] and [redacted] in this same capacity.
With the exception of the February 17, 2014 letter from [redacted], I have not heard from
anyone from Nationwide or [redacted] on my claim. I assumed based on the appraisal process
outlined in my policy, I would have at least received an estimate of damage from [redacted] for
review. This claim is over a year old and quite honestly I have little faith this claim will
reach fair resolution without legal action.
Let me be clear. All I want is a fair settlement for the damage caused by the April 9,
201 3 storm. For some reason my damage is not being evaluated the same as other
properties in my area (see attached map and narrative, attachment #4). This includes
properties insured by Nationwide. The following are three Nationwide insured properties
I know of: [redacted] [redacted] [redacted]
I have included an estimate of the damage to my property prepared by Total Roofing for
review (reference attachment #5).
Reviewing all the facts in the claim, I am sure you can see why I have questioned the
actions by Nationwide Insurance. It is not reasonable that my property did not suffer
similar damage than others in my area. To date, I have not received any correspondence
from Nationwide or [redacted] estimating the damage found during [redacted]'s inspection. I feel I
have been abandoned by Nationwide and they have no intention to bring this claim to fair
resolution.
Sincerely,
[redacted] [redacted]

Dear:  [redacted]
 
On May 13,2015 claimant [redacted] went to **...

[redacted] for an estimate.  [redacted] stated to the shop that the L quarter panel and rear bumper cover damage was part of the claim and wanted the shop to include this on the estimate.  However, on May 8, 2015 when investigating claim associate contacted our policyholder about the details of the accident, policyholder explained that [redacted] told them at the time of the accident that the quarter panel and rear bumper was damaged a week before and not part of this claim.   
Because of this, the inside desk reviewer requested a field inspection of [redacted] vehicle to determine if the L quarter panel and rear bumper was part of this claim.  Field associate [redacted] contacted [redacted] and inspected his vehicle at his residence.   Upon inspection, [redacted] determined that the quarter panel and rear bumper as not related.  [redacted] explained this to [redacted].  [redacted] pointed out that there was white paint transfer on the door that our policyholder backed into.  Our policyholder has a white vehicle.  The ding in the quarter panel is round and about dime shape.  Looked as if a stone flew back and caused the damage but it was not from being struck by our policyholder.  The rear bumper is pulled outward and backward away from the vehicle and would not be consistent with someone backing into the vehicle of [redacted].  [redacted] vehicle was parked and unoccupied at the time of the accident. 
There is no scraping down the side of [redacted] vehicle only the on impact on the L front door.   
[redacted] called [redacted] a few days later and [redacted] explained again why Nationwide could not pay for the damage to the L quarter panel and rear bumper.  Then later the repair shop called [redacted] and wanted to know if Nationwide was paying for the questionable damage and [redacted] explained to the shop why he was not paying for the damage.  [redacted] stated that he only rec'd the one call from [redacted] and one from the body shop and he returned all of them.  He does not remember [redacted] calling him and he didn't return the call.   
After reviewing the file, I am in agreement with [redacted] on the damages to the L quarter panel and rear bumper not being related to a single impact caused by our policyholder backing up and hitting a park vehicle in the L front door.  
Sincerely,
 
 
            [redacted]
Nationwide
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