Nationwide

I am writing in response to the above referenced claim filed by [redacted].  Ms. [redacted] has issues with the...

repair estimate written for her vehicle by Nationwide claims associate Catherine R[redacted].
 
On June 10, 2015, Nationwide claims associate, Catherine R[redacted], met with Ms. [redacted] at her residence and wrote a damage estimate for her 2003 Pontiac Montana.  Catherine reviewed the estimate with Ms. [redacted] and provided her with two copies. Catherine explained to Ms. [redacted] that one copy was for her and the other was to give to the repair shop of her choice. Catherine explained the repair and rental processes and that Ms. [redacted] will be provided a rental vehicle while her van is in the shop for repairs.  Catherine told Ms. [redacted] that if the shop finds additional damage or cannot repair her vehicle properly based on the estimate, the shop would contact Catherine and it would be addressed as a supplement estimate.  Catherine issued a check to Ms. [redacted] for the amount of the repair estimate.
 
Later that day, Ms. [redacted] went to [redacted] and asked Mr. [redacted] to write an estimate on her vehicle.  After Mr. [redacted] wrote an estimate, Ms. [redacted] showed Catherine’s estimate to him.  Mr. [redacted] explained the supplement process to Ms. [redacted] and that he has worked with Catherine previously and any additional repairs would be addressed.  At no time did Catherine R[redacted] contact Mr. [redacted] to have him adjust his estimate as Ms. [redacted] alleges.   Ms. [redacted] was not denied a rental vehicle.  There is a note in the file by Enterprise Rent a Car employee, [redacted], on June 10, 2015 that Catherine R[redacted] set up a rental for Ms. [redacted]. It is Nationwide’s position that if [redacted] or any other shop finds additional damage to Ms. [redacted]’s  Pontiac or cannot properly repair it based on Catherine’s estimate, they can contact her and Ms. [redacted]’s vehicle will be repaired to the condition it was in prior to the accident. 
 
If you have any further questions please feel free to contact me.
 
Sincerely,
 
Mike M[redacted]                                           
 
PH ###-###-####
E-mail: [redacted]

Some documents and photos were sent via UPS with hope they clarify some points.  I have hundreds of pages of work orders, receipts, photos (the tree branch [redacted] lifted with one arm), and correspondence with local and state government agencies.  The complete report is being compiled for FEMA as they have an interest in why my insurance provided no coverage.  I will cut to the sections I have sent via UPS.
Section #1:  AT&T report of tree branch hitting house.  Knocked box into an open position.  This box was damaged by impact.  This box was installed in August 2013 when I switched from Comcast to AT&T.  The technician came out, and installed new box on 9-22-14.  He left the damaged box on the air-conditioning compressor for [redacted] and [redacted] to see.  I did ask [redacted] and [redacted] to photograph this damaged box.  It was not included in [redacted] or [redacted]'s report.
Section#2:  Some photographs of my home taken during an inspection on 6-30-14.  These photos were given to Detroit Water and Sewerage, FEMA, DIFS, Nationwide; and shown to two representatives of Detroit Building and Engineering, City Council Representative from District 3 (who knows this property well), and to other agencies and people.  Many people and workers have been in this house.  My family consists of teachers, authors, nurses, business owners, surgeons, engineers, artists and other professionals.  This is a family home, and it has been maintained, and visited.
Section #3:  First picture is Laundry area on 6-30-14.  Second picture is result of water damage from area impacted by tree branch above.  Water came in cracks, and saturated the electric panel.  When the original panel was lifted, it was noted that the wall beneath was saturated.  Black spots on pink and grey areas of upper wall are mold bloom.  When Adjuster [redacted] visited property on 8-14-14, these wall areas were badly discolored.  By [redacted]'s visit on 9-3-14, the wall looked like this.  None of the photos I made [redacted] take are included in [redacted] or [redacted]'s reports.  Third picture is mortar effervescence.  Hydraulic cement had to be poured through the holes in the top of these structural stones to capture and eliminate the water that had filled the wall from above the level of the foundation.  These mortar joints needed to be ground out twice to eliminate the effervescence.  Also need for exterior excavation.  The water did not enter from the foundation.  The water entered through the center of the foundation from the large mortar cracks outside.
Section #4:  My backyard on July 1, 2014.  Second picture is part of the collapse of my stone and cement walkway.  Center of yard was a pool.  I could not get out of house because I could not walk through water to get to my car.  I am crippled in my left leg and foot.  When I told [redacted] and [redacted] about water lines on the basement windows, I did not mean there was water that high in yard.  There was nothing about grading or anything else about yard that would make water stand alone at that height.  The water passing through yard because of neighbor's re-grading was being blown up to wall.  But, I have had this discussion about static flooding in previous reponse.  Water damage to interior walls began four feet above ground as evidenced by staining around first floor bedroom window where bedroom floor was also soaked.
Section #5  Statements given to [redacted] about rear neighbor re-grading the back alley.  This re-grading caused pooling in center of back yard as well as torrent of water to west end storm drain of side alley.  Because side alley drain became overwhelmed, standing water was pushed through my side door by wind.  The epoxy floor installed in my garage in 2013 was also damaged by this side alley flooding.
Section #6:  Reports were filed with City Ombudsperson, Detroit Water and Sewerage, the City Assessor, and other agencies about the actions of [redacted] of [redacted] (the rear neighbor).  With great effort, I did walk [redacted] and [redacted] down my side of the street.  I pointed out to [redacted] and [redacted] that all of the garages on my side of the street were tilted because of [redacted] building a hill in the back alley, and running a ditch behind my neighbor's garages.  I did point out that all of the garages on the west side of the street looked like they were built in the last ten years.  I did add that many of those nice looking garages hadn't even been painted in the last 50 years...yet they look nice.  I did also walk [redacted] and [redacted] across the street to see what an alley grade should look like.  
Section #7:  The condition of my winter bedroom on 6-30-14.  The X marks the area that has yellowed.  This room was painted in 2012 with three coats as witnessed by [redacted] of [redacted].  The X also marks the spot where the tree limb was found.  It also is just above the AT&T box and electric panel.
Section #8:  Some [redacted] workers doing preliminary repairs.  They are re-attaching stones that fell off wall.  These areas were left to set up until 9-21-14 when Mr. Mortar returned to grind out discolored mortar.  These ground out sections did then have to sit for several days while exterior excavation began so water would be released from being trapped in wall.
Section #9:  Although Adjuster [redacted] was shown many areas of damage, he did not catalog, document or photograph.  Because of the unattended water in this back wall, great humidity developed in the basement.  This humidity caused both the buckling of this wood (this worsened as days passed...there are other photos), the bowing of the rear wall (structural stone), the bowing of the wall in the stairwall, and the cracking in the drywall.  [redacted] believed the house had to shift.  No-one else (including FEMA) agrees with [redacted].  This buckled portion was shown to [redacted] on 9-3-14.  I asked him to photograph it.
Section #10:  The [redacted] showed up on property on 1-25-2011 to inspect for Allied.  They did not like the trees, so I spent $2000 to have them removed.  Other than that, they found the house to be in "acceptable condition".  On the second page, they listed: "Reconstruction Cost w/o Debris Removal $254,349".  Pictures of this inspection show no issues with maintenance or "age and deterioration".  No issues are sited about "grading".
Section #11:  This is the Laundry area where mold broke out on upper walls and heavy discoloration happened to mortar joints.  Heavy plastic tarp was stapled and taped to both the ceiling and floor.  The masons needed to wear expensive mask equipment to do this job.  The vented glass blocks had to be opened with extruding fans placed outside of these vents to draw dust out while grinding took place.  There was one slit for exit where [redacted] stood at the time of the inspection.  There was no other way in or out.  This plastic came off a massive, continuous roll.  This area was only 6 feet wide as the area in front of the workbench was where the tarp was stapled.  The staples are still in the ceiling.  I am leaving them in place until FEMA comes back out.  I stood midway in this area where the X / arrow is placed.  [redacted] was at the XX, or far back corner.  [redacted] was supposed to be measuring the back wall.  When he activated his laser level, he directed it at a 30 degree angle away from the back wall, three feet above the area he was to measure, and directly into the corner of my left eye at the 8 o'clock position.  This laser beam pierced my eye upward from 8 o'clock position on the outside of my eye to 2 o'clock position of nose side of iris.  It felt like a needle had pierced through my eye, and despite my crutches, I nearly fell from it.  He said, "oops".
Section #12:  The section of my policy that I have asked explanation of since Adjuster [redacted]'s visit. 
Page 8 of 28 "Collapse".  The window well did collapse into the pipes of the laundry basin.  It was pushed back into place.  So much water flowed from above this area that the cement got saturated.  In [redacted]'s report, he shows one of Adjuster [redacted]'s photos of this area.  I am in the picture.  I am on platform crutches, and have a cell phone in my hand.  I did take photos of how this window well and attached structural stone lifted with no effort with the application of turning a putty knife.  I asked Adjuster [redacted] to photograph what I was showing him, but he, like [redacted], [redacted], and [redacted] must have just pretended to photograph as none of these things appear in any of their reports.  Several structural stones fell out the wall, and had to be replaced.  
Page 12 of 28 "Windstorm or Hail".  Adjuster [redacted] stated in his inspection report that the cause of my damages were "Wind".  Yet, I was only paid for sewer back-up.  There was an opening in my wall.  Mortar was missing.  [redacted] and [redacted] were told that the condenser cabling was inspected by Andy's ARS technician Eric on 6-20-2014.  That the air-conditioner condenser cabling was installed and mortared in 2010.  Yet, [redacted]'s report lists this missing mortar as caused by "age and deterioration".  It was four years old, and there is a big chunky hole there now.  I asked [redacted] and [redacted] to pull the stuffing out of the wall to see the depth of these cracks.  Why didn't I do it myself?  I am crippled.  Plus, these two men were absolutely ignoring everything I said to them.  Besides, there is nothing in this policy language about "old or new cracks".  It just says an opening in the roof or wall.
 AT&T recognizes that something impacted their equipment.  [redacted] and [redacted] brag that [redacted] could lift the branch with one hand.  I have photos of a tree branch that is at least 12 feet long.  Laws of physics would dictate that [redacted] would need two hands to actually lift.  In another report (either Revdex.com or DIFS), [redacted] says [redacted] could"pivot" the branch with one hand.  That is entirely different than "lifting".  The way the wind was blowing on August 11, a penny could have hit the wall and damaged it.  My policy does not state how or why an opening in the wall exists, but it does state that I have coverage if wind drove water through an opening.
Page 9 of 28 "Decay that is hidden from view".  I did not know of a mortar issue.  Andy's ARS didn't know of a mortar issue.  There is a second picture in [redacted]'s report that was taken by Adjuster [redacted].  It is of the rear of the house.  Had I seen this photo sooner, I would have discovered the tree branch sooner.  There was no big bush in the right hand corner by the damaged bedroom window.  the area surrounding the compressor was always kept clear.  Of course, the first month after this storm, I could not leave my house as my wooden side door was so swollen from humidity that it would not close.  I had to remain in a house where I had no hot water, could not cook, had no air conditioning and no laundry.  I developed a bronchial infection, and when I thought things might start to get better, I get shot in the eye with a laser level.
Sections #13, 14, 15:  [redacted] and [redacted]'s reports in which I noted that everything I told these men was completely ignored.  Half of what I asked to be photographed was not included.
Section #16:  What my leg looks like when I am forced to be on my feet for longer than I can physically endure.  
Partial Summary (I am conserving my energy and documents to be presented to FEMA in entirety):  My home was not livable for the first month following this storm.  The heat and humidity were unbearable.  I could not cook because I had no hot water.  I could not bathe.  The house could not be secured because the side door was swollen.  I lost at least 10 pounds which did not help me.  The only weight problem I ever had was trying to keep weight on.  During that time, I spent money and did all the work I could manage myself to keep further damage from happening.  With two exceptions, everyone I hired treated me with kindness and compassion.  [redacted] and [redacted] are one of the exceptions.
As the weather turned cold, the house was unbearable to me.  I am anemic.  I also feared pipes might freeze as several nights were at freezing temps. I spent $1000 on space heaters, but they didn't help much.  Because of repeated attempts to control fungi bloom on upper walls, I could not justify having the furnace installed.  Applications of hydraulic cement had to be applied.  If it bloomed, it had to be chiseled back off, and re-applied.  Week after week, I had to postpone the furnace installation.  I did not have heat until October 23.  The washer / dryer could not be installed because of the wall behind their placement.  All effort was directed at that wall.  The washer / dryer were installed on October 24.  However, the side walls are still not controlled completely.  Until these side walls are abated, the alarm box cannot be placed back on the wall.  Once again, I have to make sure that someone watches the house when I go out.  That usually costs me money.   Through this entire time (August  11 to October 20), I had to spend 4 hours twice a week at a laundromat, on crutches, to wash only the basics.  
The mortar grinding (despite the heavy tarps) caused such a dust through my home.  I had the ducts cleaned, but need an additional cleaning as running the furnace is an important step to duct cleaning. The carpet through my home is filthy.  It is 7 years old at most.  The humidity of the earlier time has caused the whole house to have a sticky yellowness to it.  All of my upholstered furniture was purchased in 2013.  I told you before that every room in this house was painted in the last four years.  Now everything in here is filth.
Daily work crews have been here for over two months, and there is still so much to do.  I have spent the little time I have to contact all of the people who have worked on this house.  They are all willing to give their professional testimonial to the condition of this house and property.  I have never known such exhaustion or desperation.  I was a teacher for 35 years, and have three graduate degrees.  My father and I ran an engineering company together for 33 years.  With all my experience with people, I have never met the likes of [redacted] and [redacted].  They have not been nice or helpful.
I do not appreciate [redacted]'s repeated abuse of me or my family's name.  I could call [redacted] some names myself, but as a teacher, as a Roman Catholic, as a human being, I truly believe that such nonsense has no place on this earth.  Life is hard enough, [redacted].  Your foolishness is revolting.  Regards,
[redacted]

Please find attached our response.
Thank you.
Revdex.com Note:  Business provided spreadsheet of policy history.

This letter is in response to a complaint received from [redacted] on April 21, 2015 regarding notification for his GAP claim. As the insurer, we have a duty to advise [redacted] of all coverages available on his policy pertaining to the claim submitted. This claim involved...

payment for the loss of his vehicle and he was advised of all coverages available on the policy pertaining to this claim. The GAP claim is a separate claim and would be initiated by [redacted] with his GAP carrier. Nationwide Insurance had no duty to initiate or advise [redacted] on the handling of his GAP claim. Additionally, we had no information regarding any GAP coverage he may have had available to him.  The paperwork required to issue payment to [redacted]’s lien holder was not received from [redacted] until April 2, 2015. Upon receipt of this paperwork, payment was issued on April 2, 2015. The lien holder would require payments to be made timely until the loan is paid in full which would be [redacted]’s responsibility. There was no delay in the handling of the claim or processing of the payment by Nationwide Insurance.The files shows that [redacted] inquired about documents needed for his GAP coverage claim on April 7, 2015. He was advised that he already had all the documents the GAP carrier would need to process his claim. In conclusion, there was no negligence by Nationwide Insurance resulting in the additional expense stated by [redacted]. The only delay in the claim was in obtaining the title from [redacted] so payment could be issued. Once we finally received the title, payment was issued the same day. Please let me know if I can be of any further assistance regarding this matter.Thank you,
[redacted]###-###-####

I am fairly new to Nationwide Insurance. I recently called Nationwide and someone by the name of Brandon answered the phone. He was rude and spoke down to me. I asked to speak with a supervisor and was told that there were none. I had to ask several times to be placed on hold for another agent. I have never experienced something like this before. I am not sure if this is how business is done because this is a larger company but I am very disappointed and insulted by this experience.

Thank
you for notifying us of your complaint. We strive to provide our customers with
the best possible service, and when a customer feels that we failed to meet
their expectations, it’s important for us to know.
We’re
sorry that you received service that prompted you to contact us with...

a
complaint, and we regret any inconvenience or frustration that this experience
has caused you. To ensure that our staff conducts itself in a manner that
reflects the high regard that we have for our customers, we always review them.
I’ve reviewed this complaint with the technicians that were involved with your
service as well as with our Service Manager. I sincerely apologize to you for
the mistake our technician made when servicing your furnace on 1/7/2016.
As
you stated the weather was cold. I would assume this was not any colder than
past winter conditions. I want to ask why you did not call us sooner and request
service because you were experiencing a problem with your thermostat or with your
heating before 1/18/2016. The use of the space heater(s) possibly would not
have been needed and then possibly the electrician would not have been called
out. I will not go into the issue of how the circuit breaker got tripped and
how the circuit was over loaded.
In
general, our policy for the customer’s request to cover another company’s work
has always been with a negative response for an array of logical reasons.
I
will concede a concession in your situation due to your history with us. The
$124 will be shown as a reduction on your next renewal of our Service
Agreement.
Our
customer’s patronage is important to us, and we sincerely apologize for not
meeting your expectation of quality service.
Thank
you again for bringing these matters to my attention.
Sincerely,
 
Mark
Favret
President

Nationwide is asking for something that is not possible.   I do not have paperwork from 2 years ago from my previous warranty.  Nationwide is using this unreasonable and unrelated contingency that requires me to provide paperwork  for another warranty company in order to honor the policy that they sold to me.    What they sold to me is the issue and what other companies provide or do not provide is merely a side bar and an excuse to try to not honor their word.  What happened to the "Nationwide is on Your Side"  motto. 
[redacted], the Nationwide/Allied insurance agent that sold me the policy admitted that he sold it to me as he understood it to be, a replacement policy.  Even the insurance agent stated that he was on my side with this whole fiasco.  Do the right thing Allied/Nationwide. 
Regards,
[redacted]

Titan quoted me a policy for 213 for 6 months because I was accident free and paid in full I do not have a spouse I have never been married I'm not going to show proof for something I do not have an this is my last response about this complaint please keep it posts on your website as an unresolved complaint because its obvious that they're not going to refund my policy money and it's obvious that they know that they ripped me off I'm not going to keep sending in documents and not getting anywhere I turned in everything that you needed to know and right there on my policy it stated 6 month paid Iin full accident free discount any insurance company I've ever dealt with has been nothing but scam artist that's how they make their millions and they know it and I know they ripped me off just keep it posts on your website it's an unresolved complaints thank you for your time and all of your efforts but please do not have them as Revdex.com accredited it's obvious that they're not and keep my complaint on your website for public viewing the other consumers will think twice before getting insurance through them and being scammed out of 87 dollars they quoted me a price like I said 213 for 6 months because I was accident free and paid in full it had nothing to do about having previous insurance it should have stated that on the policy it did not and then they sent me a bill for another hundred ninety I'm sure they do this all the time but it is going to go down as un resolved this is my last response there's scam artist and they know that they rip people off that's how they make their millions by giving people wrong quotes and wanting more money two and a half weeks after they start a policy with you and I will check your website just to make sure my complaint is posted thank you again for your time and all of your efforts to get this resolved I do appreciate it Revdex.com.
Regards,
[redacted]

This letter is in response to your inquiry on behalf of the above named insured that was forwarded to our Denver
Office for review.
As we discussed, the outstanding balance on the above mentioned policy for Ms. [redacted] has been waived. Her
account was not sent to collection.
I spoke with [redacted], her agent with ** Insurance Group in Golden, CO. [redacted] stated she had been verbally advised by
our Service Center that the outstanding balance would be waived. She stated her agency system is now showing the
zero balance and has advised the insured of our resolution to her inquiry.
Thank you for this opportunity to review our handling. We sincerely regret the confusion created by the changes in
our handling of the billing for her policy. I hope the additional information provided above serves to close this
matter. If you have any further questions, please feel free to contact me directly at ###-###-#### ext. [redacted].
Sincerely,

[redacted] 
 
[redacted] 
[redacted]   [redacted]
         [redacted]
         [redacted]  This memo is in regards to the response from [redacted] dated 4/8/2013. 
As requested by [redacted], the sales call in which this policy was purchased, was reviewed and it has been determined that [redacted] provided the account information in which this policy was purchased. This verbal authorization by [redacted] allowed for the initial down payment on the policy and the monthly installments. 
At this time, this same information provided to the Revdex.com, has been provided to the [redacted] Department of Insurance (**DOI) Any additional information and/or request from [redacted] will be handled and answered through the **DOI. 
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]

Thank you for all that you do. Nationwide has sent me a check today of $1,056.42 which according to them is 75% of their own estimate of $1,408.56. At first when I gave them an estimate it was $2155 from the mechanic that my insurance sent me to. Their own is far less than that. However, I asked them to please go and fix the car since their own estimate is lesser. The lady refused [redacted] saying "I have to go and fix it and that is how much she is offering me"! I plant to get a second opinion from another mechanic.
Kindly help to resolve this with them as they refusing to respond to me.
Thank you,Sincerely,[redacted]

Dear [redacted]
tab-stops: 27.0pt .5in" class="MsoNormal"> 
I am in receipt of your email dated June 29, 2015.
 
I am providing you with the following information:
 
·         Policy Declarations
·         Billing Statement
·         Notice of Cancellation
 
Policy [redacted] renewed effective February 28, 2014, with a term premium of $471.30.
 
On April 7, 2015, a paperless bill was emailed to the policyholder, at [redacted], advising a payment of $78.55 would be drafted from his bank account on or around May 1, 2015.
 
On April 30, 2015, the May 1, 2015, draft was suspended per the policyholder’s request.
 
On May 7, 2015, a Notice of Cancellation was mailed to the address on file advising a payment of $78.55 was due by May 25, 2015, in order to continue coverage.
 
A payment was not received and policy [redacted] cancelled effective May 26, 2015.
 
I reviewed the call that transpired on May 26, 2015.  The policyholder called the service center regarding the Notice of Cancellation he received.  The service representative advised the policyholder that the policy was in the process of cancelling but advised the policy was eligible for reinstatement until June 25, 2015, with a payment of $142.02.  The policyholder stated he would not be able to make the payment "today" but he would be able to make the payment on Friday.  The service representative advised making the payment on Friday would be fine but explained the policy would remain cancelled until it was reinstated.  The service representative advised the policyholder that he could request a new due date once the policy was reinstated, explaining if the policy was reinstated on Friday, then his new due date would be the 29th of every month.  The policyholder asked if there would be any penalties. 
 
 
The service representative advised the policyholder that he would have a lapse in coverage and we would notify the [redacted] Department of Transportation ([redacted]DOT).  She explained some states have penalties for lapses in coverage and advised the policyholder to contact [redacted]dot to discuss any fines or penalties.  The service representative also explained that with the lapse in coverage, he may no longer qualify for certain discounts and explained the premium could change.  She explained that we would not know what the new premium would be until the policy was reinstated.  The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
 
I reviewed the call that transpired on May 27, 2015.  The policyholder called the service center regarding the cancellation of his policy and the payment required to reinstatement the policy.  He asked if he could set up a pre-authorized post for the following Saturday.  The service representative explained that we could not accept post dated payments and advised the amount needed would be $142.02.  She advised the policyholder that he had until July 25, 2015, to make the payment, otherwise, the policy would not be eligible for reinstatement.  The policyholder asked if he would have a lapse in coverage once the payment was made on Saturday or if the policy would continue as if nothing happened.  The service representative explained that he may incur a lapse surcharge but underwriting would determine if the surcharge would be added or not.  The policyholder stated he was just wondering because he knew there may be a charge for a lapse in coverage.  The service representative explained that he did not have any previous lapses in coverage but she could not advise if he would incur the surcharge or not.  The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month. 
 
I was unable to locate any additional calls until June 6, 2015.  The policyholder called the service center regarding the reinstatement of his policy.  The policyholder was advised that our systems were down so we could not process any payments.  The policyholder was asked to call back around 7:00 AM.
 
I reviewed the second call that transpired on June 6, 2015.  The policyholder called the service center regarding the reinstatement of his policy.  The service representative confirmed the May 26, 2015, cancellation and advised the policy was eligible for reinstatement with a payment of $141.45.  He explained the payment would reinstate the policy effective "today".  The service representative explained there would be a lapse in coverage from May 26, 2015, to "today".  He advised the policyholder that if there were any fines or fees from [redacted]DOT, he would be responsible for satisfying those.  The service representative also explained the premium could change with the reinstatement.  He advised the rate could stay the same, be less, or be more, explaining any rate changes would be due to the lapse in coverage, advising continuous coverage generally produced a lower rate.  The service representative also advised if there had been any rate changes, accidents, or violations, the premium would change.  He explained that he could not advise of the new rate.  The service representative explained once the payment was received, it would go to underwriting to finish the reinstatement process, and then the policy would be released.  The policyholder asked if the week lapse would impact him negatively or since he paid it in within a week, would it matter.  The service representative explained a lapse of less than 30 days would allow the reinstatement of the policy and a lapse greater than 30 days would require a new policy.  He explained anything over a one day lapse in coverage could impact the rate, advising anything over 30 days would have a greater impact.  The service representative explained he could not advise of the impact the lapse would have on [redacted]DOT.  He advised what had happened was pretty minor and while we did not like seeing a cancellation/reinstatement, it was nothing super detrimental.  The service representative obtained the policyholder’s bankcard information and proceeded with taking the payment.  The policyholder asked if the account would be set up on automatic draft.  The service representative advised the automatic payments would resume once the policy was reinstated and advised his new due date would be the
 
6th of every month.  He advised the policyholder that the next draft would take place on July 6th.  The service representative encountered some system issues while attempting to process the payment
and the policyholder had to provide the bankcard information again.  The service representative was able to process the payment and emailed the payment confirmation to the policyholder.  The service representative advised the policyholder that he would receive an updated Declarations showing the policy term from June 6, 2015 to December 6, 2015.  He explained the policy was staring over with the same coverages, same policy information, and same policy number, advising only the effective and expiration dates would change.  The policyholder asked what he should do if he was stopped by a cop.  The service representative advised he could use the prior information because the policy number and vehicle information would be the same.  He also advised the policyholder that if something happened, the officer could call the service center to confirm the reinstatement of the policy.  At the end of the call, the service representative advised the policyholder that the next payment would be drafted on July 6th.  The service representative did not advise the policyholder that there would not be a dramatic increase in premium since he paid within a week or because the lapse in coverage was less than a month. 
 
On June 10, 2015, policy [redacted] reinstated effective June 6, 2015, with a term premium of $679.70.  Per our underwriting guidelines, since Mr. [redacted] had been a policyholder of Nationwide for less than one year, a lapse in coverage surcharge was added to the policy.  The addition of the lapse in coverage surcharge resulted in the removal of the Accident Free Discount as this discount is not applicable when there is a lapse in coverage surcharge on the policy.    
 
On June 18, 2015, a cancellation request was received from the policyholder and forwarded to our retention team to handle.  At this time, the July 6, 2015, draft was suspended and the billing account was changed from recurring draft to direct bill.  On June 26, 2015, an outbound call was made to the policyholder, at ###-###-####, in order to discuss his request.  A message was left advising of the receipt of his email requesting the cancellation of the policy effective July 6, 2015.  The retention representative advised of the need for a cancellation document with the policyholder’s signature and explained the form could be emailed to him and signed electronically.  The retention team contact number was provided.  There are no notes indicating that the policyholder called the retention team regarding the cancellation of his policy.
 
If the policyholder wishes to cancel policy [redacted], he will need to contact the Customer Service Center, at ###-###-####, which is open 24 hours, 7 days a week, in order to complete the required Cancellation Request Form. 
 
If you require further assistance, please our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted].
 
Sincerely,
 
[redacted]
Member Solutions – Shared Services
Customer Resolution & Response
Nationwide
###-###-#### Ext. [redacted]

This letter acknowledges receipt of your correspondence dated January 5, 2016, and we provide the following:
We investigated the concerns raised by our insured. We found their coverage issue valid; the company issued a correcting endorsement with our payment to resolve their...

concern.While our records do not reflect the sentiment of our insured as it relates to unanswered telephone calls, we are sorry our customer service did not meet expectations. We continually remind/train our staff of the importance in returning telephone calls in a timely and courteous manner.
Should you require any further assistance in this matter, please contact [redacted], Patty G[redacted], at ###-###-#### or via email at [redacted]
Thank you,Jennifer V[redacted]
[redacted]

This letter is a response to your request for additional information regarding the complaint of [redacted] on his automobile policy. [redacted]’s policy renewed effective March 19, 2014, with a semi-annual premium of $1,222.20. The policy billed on an installment account with payments due on the 19th of each month. Payments were originally set up to be automatically withdrawn from the members banking account.  On February 21, 2014, Nationwide billed $203.70, due on March 19, 2014. The payment was received on time through the electronic funds transfer (EFT) payment method. On March 25, 2014, Nationwide billed $203.70 due on April 19, 2014. On April 3, 2014, [redacted] called into the service center and indicated he desired to cancel his policy. He was advised he would need to sign a cancellation request and the document was issued to him via email. The automatic draft was stopped by the service representative due to the pending cancellation of the policy. The member however was not advised that the automatic draft was stopped. The cancellation request form was not received and due to the stopped automatic draft, the payment due on April 19, 2014, was not automatically withdrawn from the banking account on file. Nationwide issued of Notice of Cancellation indicating the payment must be received by May 11, 2014, to continue coverage. The policy cancelled for non-payment of premium effective May 12, 2014.  On May 13, 2014, the policy was reversed to show no lapse in coverage when the error was discovered and a payment of $213.70 was received. The payment paid the bill due in April plus one $10.00 late fee. The installment account was unable to bill for May due to this error. The balance due on the policy was divided evenly over the three remaining months in the policy term, and a bill for $276.60 was issued for June 19, 2014. On June 25, 2014, when payment was not received a Notice of Cancellation was issued indicating payment must be received by July 11, 2014 to continue coverage. Payment was not received and the policy cancelled effective July 12, 2014, per the Notice of Cancellation. A final bill of $361.90 issued on July 18, 2014, following the completion of the cancellation process.  On March 27, 2015, the cancellation date was changed from July 12, 2014, to July 11, 2014, per documentation submitted by the member indicating alternate coverage was obtained. A credit of $7.30 applied to the account reducing the balance due to $354.60. I have waived the $10.00 late fee from April 2014 due to the billing account error. The balance due is reduced further to $344.60. The balance due reflects premium owed for coverage extended from March 19, 2014 until July 11, 2014. There was no contact from the member and there were no payments received from the member from the time the policy cancelled in July of 2014, until March of 2015. The balance due is accurate and has been turned over to a third party for collection. [redacted] may contact CCS directly at
###-###-#### to set up a payment arrangement.  A complete premium and payment history has previously been provided for this policy. Attached please find a copy of the Notice of Cancellation dated June 25, 2014, and the final bill dated July 18, 2014.  Additionally, regarding the concern that the policy was set to cancel due to claims history; the claim dates were 12/27/2012, 03/14/2013, 01/30/2014, 05/23/2014 and 05/29/2014. State statutes allow for the non renewal of automobile coverage for even a single accident for which a policyholder is responsible, the 03/14/2013 incident was an at-fault claim.  We strive to meet our customer’s needs, but understand that sometimes we are unable to do so. We trust this will resolve all pending concerns.  However, if you have any other requests or questions regarding this matter, please feel free to contact me. Sincerely,  [redacted] Nationwide Insurance Company ###-###-####, Ext. [redacted]

[redacted]
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
 
[redacted]       [redacted]         ...

[redacted]
            [redacted]                 [redacted]
            [redacted]       [redacted] 
To Whom it may concern:
This letter is in response to the complaint filed with your agency by [redacted] regarding his Automobile policy.  Our records indicate on February 11, 2014, his [redacted] policy was cancelled as a transfer request for an effective date of January 30, 2014.  On February 18, 2014, the remaining credit of $38.36 was transferred from the old [redacted] policy to the new [redacted] policy.
The [redacted] policy released on February 13, 2014, for an effective date of January 30, 2014. at a premium amount of $605.80 for the 6 month term.  Attached please find a copy of the Policy Declarations provided at that time.  The policy cancelled effective February 19, 2014, at the request of the policyholder.  The balance due of $29.14 reflects premium owed from January 30, 2014, until February 19, 2014.
If the policyholder obtained alternate insurance prior to February 19, 2014, please provide documentation and the policy will be adjusted accordingly.
Please feel free to contact me with any questions or concerns.
Sincerely,
[redacted]
Nationwide Insurance Companies
###-###-####, Ext.####
[redacted]

[redacted]
 I spoke to Agent [redacted] and he has issued policy number ######## with an effective date of December 13, 2013. [redacted] initiated the policy when [redacted] came to his office and brought the signed paperwork. [redacted] stated that he has email confirmation from Agent [redacted] regarding receipt of his paperwork on December 13, 2013, but Agent [redacted] did not have knowledge of the email, and said that his agency responded quickly when [redacted] provided what was needed to initiate coverage.  Agent [redacted]’s main concern was to make sure [redacted] was insured, and was able to take care of getting the new policy backdated to the cancellation of his first policy.
 The credit from [redacted]’ commercial tenant policy was applied to policy #####, so no additional money was required to begin the policy. Date of cancellation for the commercial tenant policy was effective December 13, 2013. 
Based on our review, this policy was properly handled.  If you should have any questions or wish to discuss the matter further, please feel free to call me at ###-###-####.
Sincerely, Office of Customer Advocacy Complaint CoordinatorNationwide Insurance Company###-###-####

First;y: 
Concerning the Vehicle : 
It is not safe for me to be driving the same vehicle.  
The thieves from an organized crime group have all information of the vehicle, keys and remotes and additional information.
The have the same keys that I have. 
Ms Little mentioned that I do not have to pay car insurance deductible  since it is covered in my home insurance.  
Earlier Ms Tara said, I have to pay the deductible. 
Why is there a conflict among both the statements? 
Please note that the vehicle is my personal property. 
I have upto 400,000 coverage as per my agent. 
why am I being denied to use my coverage????
Secondly on the House Invasion: 
1. Today is Feb 17th 2016. It is almost one month since the burglary happened. 
The first adjuster (Mr Ernie)  that came to the house was yesterday., Feb 16 2016. 
Ms Melanie G[redacted] has officially rejected damages that happened to the house. 
There were a broken pipe causing water leak, sprinkler damages, walls being torn with some kind of tool, doors being pushed around causing damage . The patio glass door which was a double glazed door shattered causing the ceiling and perpendicular wall to crack.  There was a glass door that was broken. That area had to be secured.  
Insurance did not send anyone immediately. I had to ask [redacted] company to secure the door, so that rodents, rain, garbage may not enter the house. 
I had to stay at a cousins place until the bare minimum was fixed for me to move back. 
There were emergency contractors that I had to initiate to bring the house to the state that I could live in. 
Now I  am being told Nationwide will not cover for the damages. 
She is claiming that if items were not stolen from the garage then the garage wall will not be fixed.  ( Photos of the whole house have been emailed to her. ) 
There are witness that have claimed rummages all over the house including garage, restrooms, bedrooms. The whole house was gone through by the robbers. 
[redacted], Officer [redacted] husband are witnesses that items were rummaged in garage and rest of the house.  IMG _1592 is of the closet in the master suite, IMG 1580 : picture of bags taken from garage thrown in family and rummaged.. ( cheque books missing) IMG 1579 : Downstairs room rummaged ( watches stolen) 
IMG 1646: picture of empty watch boxes upstairs)
2. I do not have any paperwork from the assigned contracted who is supposed to do the work. I have an estimate. 
3. A police report was filed immediately. Report number [redacted]
Regards,
[redacted]

[redacted]
 
 
[redacted]
[redacted]
[redacted] 
[redacted]
 
[redacted]...

[redacted]                         [redacted]
[redacted]                       [redacted]  
This letter is in response to your inquiry dated May 19th, 2014, regarding the specific reason(s) for policy cancellation. 
A claim was filed on Policy #######  for [redacted], relating to an incident on 2/16/14.  During our claim investigation, it was discovered A) the vehicle (2003 Nissan) involved in the incident and listed on our policy was not registered to our named insured and B) an undisclosed driver was operating the vehicle.  Due to no financial interest in the vehicle being covered under this policy and an unlisted driver operating the vehicle, this policy was cancelled effective 05/05/2014. The balance due of $27.80 reflects premium owed up until the date of cancellation.  Attached please find a complete Premium and Payment History for the policy.
       
If you have any further questions, please feel free to contact [redacted] at ###-###-#### between the hours of 8:00 A.M. and 4:30 P.M., Monday through Friday.
Sincerely,
[redacted]
[redacted]

A.  Again I am requesting to have my claim settled by a different Nationwide district where I can obtain prompt, courteous, respectful service? 
B.  In addition, I am asking when will my claim for the fire damaged ADT system and range hood replacement be paid?  I submitted replacement cost for both?
Below are Nationwide’s comments (in black) and my responses in blue.
According to Nationwide, my claim is still under investigation.   My question is: What is being investigated?  Is there feedback regarding this investigation that has ongoing for 9 months now? 
According to Nationwide, they have retained legal counsel who is communicating directly with Ms. [redacted].  My response: Nationwide’s attorney is a part of Nationwide’s team, so did Nationwide really retain legal counsel or merely get help from their legal department?
According to Nationwide, they are requesting documentation in accordance with the terms and conditions of the insured’s policy?  My response: What documents?   I have given Nationwide a copy of my policy, a copy of the quote/bill, a copy of my property deed and a copy of my lien release.  Please specify what other documents are needed that you are referring to?
According to Nationwide, they are only asking me to comply with the policy conditions.  My response: I have complied with every request currently.  What specifically does Nationwide need?  Please be specific; I am willing to comply?
Again, below are the events and facts of my claim which is still open where payments are still delayed.  Please let me know if there are further questions/concerns/or evidence needed to substantiate any statements I have made?  Again thanks for your time and consideration.
September 2014, I Phoned Nationwide to report an electrical home fire and submit a claim.
I protected the property from further damage.
Located a contractor for repairs
Many damages were repaired/ but some were not (the ADT alarm system, range hood, in-wall damages)
Nationwide failed to come to the home prior to the repairs even though they were notified.
Nationwide reached my home days later during the repairs.
A quote/bill for the damage repairs was submitted, but rejected by Nationwide.
I Allowed Nationwide to send in a 2nd contractor to verify damages and the claim – [redacted] was brought in by Nationwide (this quote agreed with quote/bill I submitted yet the claim wasn’t paid)
Nationwide stated I didn’t own my home based on Nationwide’s investigation.  I submitted proof of ownership to Nationwide – Nationwide rejected the proof (my lien payoff and deed) and set the policy for cancellation.  Nationwide later reinstated the policy due to faulty investigation methods.
Nationwide ask me to submit to, an examination under oath.  I agreed (on any given Saturday).  Nationwide never contacted me back.
Nationwide now wants to send in an electrician to assess damages AGAIN
I agreed. (Nationwide has yet to set a date with me to have this electrician visit the property)
Nationwide now wants an examination under oath again.  I agreed to the examination - June 13th. 
Now, I am asking Nationwide to turn my claim over to a different district so that it will be handled promptly and professionally?  Thank you.
Sincerely,
[redacted]

Sadly Nationwide's agent [redacted] is telling further lies.
in
regard to this statement
 “I
spoke to Agent [redacted] and he has issued policy number ##### with an effective date of December 13, 2013. [redacted]
initiated the policy when [redacted] came to his office and brought
the signed paperwork. [redacted] stated that he has email
confirmation from Agent [redacted] regarding receipt of his paperwork on
December 13, 2013, but Agent [redacted] did not have knowledge of the
email, and said that his agency responded quickly when [redacted]
provided what was needed to initiate coverage.  Agent [redacted]’s
main concern was to make sure [redacted] was insured, and was able
to take care of getting the new policy backdated to the cancellation
of his first policy.”
I
have previously provided the emails where [redacted] received the
correct paperwork on December 13th
2013 and HIS ACKNOWLEDGEMENT RECEIPT.
However I am attaching those
emails again. Images ###, ###, ### and ###
 “ The
credit from [redacted]’ commercial tenant policy was applied to
policy #####, so no additional money was required to begin
the policy. Date of cancellation for the commercial tenant policy was
effective December 13, 2013. “
I
have since received two demands for premium payments.
I have
just paid one premium payment to ensure that I am covered by a
policy.
I have attached those demands and my response
below.
These are attached as images
Demand 1, Demand2, Letter and Refund.
I would be obliged if Nationwide's agent would stop lying.
Regards,
[redacted]