Nationwide

This letter is in response to the complaint filed with your agency by [redacted] regarding her automobile policy. Our records indicate the policy was written with an effective date of January 1, 2016. The policy was cancelled at the request of Ms. [redacted] effective March 15, 2016, with a...

balance due of $282.10. Nationwide issued two separate bills to the name and address on file following the cancellation of the policy.Due to the lack of receipt of payment Nationwide sent the balance due to a third party for collection. Attached please find copies of the bills mailed by Nationwide prior to the balance being turned over to collections. The balance due reflects premium owed up until the time of cancellation.
If you require further assistance, please contact our [redacted], Janice K[redacted] direct at ###-###-#### or by email at [redacted]
Sincerely,Colleen F[redacted]

[redacted]
We are in receipt of your letter dated January 14, 2015 and have reviewed our file to address your...

concerns. 
Our insured has a personal auto policy with a liability limit of 100,000. The loss date was 7/4/2014 the loss was reported to Harleysville on 7/25/2014.
We inspected [redacted]’s vehicle on 8/1/2014 and wrote an estimate of $1522.29. This vehicle is 1987 Mercedes Benz 300 SDL with over 204,000 miles. According to the appraiser, this vehicle was in poor prior condition with peeling clear coat and rusted body panels spread over the entire length of the car. See attached photos showing the poor condition.
The appraiser wrote the estimate to repair the car back to industry standards and allowed for proper refinishing times using the CCC1 estimating system. The estimate can be taken to any shop [redacted] chooses to have the vehicle repaired at, and we will secure an agreed price. We will only repair and paint the damaged parts that were damaged during the loss, we will not restore, by fixing the rust or refinishing area’s where the paint and clear coat have peeled over time. I have attached the estimate along with the photos.
[redacted] still was not satisfied at that time and elected to go through his carrier, [redacted]. They requested reimbursement through subrogation and we paid the amount of $1695.44, on 9/17/2014 which included [redacted]’s deductible. Any supplements submitted by [redacted] will be considered.
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] 

class="MsoNormal">Thank you for your recent inquiry regarding a complaint you received from [redacted] on November 12, 2014.  If I do not provide the information you need for this matter, please do not hesitate to let me know.
 
[redacted] has a Nationwide Mutual Fire Tenants HT-31 policy that provides coverage for his personal property.  His policy provides coverage for replacement value of property damaged by a covered loss.  The policy pays actual cash value at initial settlement and once documentation is received confirming the property has been replaced, an additional payment may be issued for remaining depreciation as indicated on the estimate provided to the insured.  
 
[redacted] was issued a check on June 4, 2014, in the amount of $3,389.67, for the actual cash value and sent a copy of the estimate for his property that was damaged in the loss.  On the same date, the insured was sent a letter regarding how to recover the depreciation for his property, as the adjuster was unable to reach [redacted] by phone to discuss this.  In addition, Nationwide attempted to reach [redacted] on June 10, July 8 and September 10, 2014 regarding the depreciation with no response.  Another letter was sent to [redacted] on July 8, 2014, addressing how to recover depreciation withheld on his property, but again no response.  On November 19, 2014 I called and emailed [redacted] and received a response via email indicating he was not available to discuss his claim but rather would attempt to contact me the following day to discuss it.  
 
Based on my review, the documentation needed to review for additional payment has not yet been received from [redacted] and Nationwide has made attempts to reach out to him for this documentation with no success.  I will continue to reach him to discuss the claim further as we strive to meet our customer’s needs, but understand that sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me.
 
Regards,
 
 
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Office: ###-###-####
Fax: ###-###-####

This is insulting to my intelligence. This company "proactively" called me to inform me they would like to pay the interest that I paid over the 60 plus days it took to close this claim. The issue is that my claim with the Revdex.com was not for interest but for one full months car payment ($527), that I had to pay while not having a car. I paid 2 months, but felt that 1 month was reasonable, when in reality once my car got to the correct [redacted] garage it took about 72 hours to build a quote.
The ball was dropped by the insurance company, taking a [redacted] to a garage where they obviously have a standing agreement. It was no surprise to me that they did not have the equipment to fix this type of car which added to the delay. This company (Nationwide) has debited money out of my account automatically for years.  Now that it is time to pay a very insignificant amount to a customer for the worst customer service experience ever, it is like pulling teeth.
If the representative from Nationwide was without a car they were paying on, for 8 weeks what would they expect from the company who was directly liable? I requested $527 which is equal to one months car note for this vehicle, and I was willing to accept and pay for the second month.
It is despicable, and unprofessional for Nationwide to infer that my request was for interest paid. That is not the truth.

Dear [redacted]
'Arial','sans-serif'; FONT-SIZE: 10pt"> 
This letter is in response to your letter dated March 16, 2015, in which [redacted] wishes to dispute our handing of her claim and our position on liability.
This claim was filed on February 27, 2015 by [redacted] and was reported as a parking lot accident.
On March 3, 2015, we spoke to [redacted], the driver of the other vehicle, and requested her statement of the fact of this loss.  She requested that we contact her insurance carrier, [redacted] Insurance, to obtain her statement. 
On March 5, 2015, we spoke to our insured, [redacted], and obtained his statement of the loss facts.  [redacted] stated that both vehicles involved in the incident were parked on opposite sides of a parking aisle in the [redacted] parking lot in [redacted].  Their vehicles were not directly across from each other, with [redacted]’s vehicle being one spot further down the aisle that [redacted]’s vehicle. He indicated that both vehicles were backing and he was more than half way out of his parking spot  when the vehicles made contact with each other.  The driver’s side portion of [redacted]’s rear bumper came into contact with the passenger side rear quarter panel of [redacted]’s vehicle.  There was no damage to our insured’s vehicle, and thus, we did not inspect his vehicle.
We established contact with [redacted] again on March 5, 2015.  [redacted] confirmed there were no passengers or injuries in her vehicle and she would not provide us with a recorded statement.  However, on March 12, 2015, we received a written statement and a diagram from [redacted].  In this statement, she advised us that her vehicle was in the process of backing out of a parking spot when she saw our insured’s vehicle backing.  At this point, [redacted] asserts that she stopped her vehicle, but took no further action (honking her horn or pulling back into the parking space).
 
Please refer to the enclosed diagram provided by [redacted].   There was no vehicle parked to the right of [redacted]’s vehicle, giving her a very clear view of the area where our insured’s vehicle was parked.  Our insured’s vehicle was parked across the aisle and to the right of [redacted]’s vehicle.  Additionally, [redacted], upon seeing our insured’s vehicle moving toward her vehicle, could have honked her horn or pulled back into her parking space, but did neither.  Furthermore, her diagram of the accident shows that our insured’s vehicle was much further out of its spot and had established control of the aisle prior to [redacted]’s vehicle entering the aisle and the impact occurring.  [redacted], in her statement, indicates that she had only backed her vehicle two to three feet before stopping her vehicle and there was only a second between the time she saw our vehicle backing and the impact between the two vehicles.  
 
After further review of the file, we believe that [redacted] has the majority of fault in this accident due to inattention, impeding our insured’s established control of the aisle, and having the last clear chance to  avoid this loss.  However, since we had originally accepted 70% liability for the accident, we are willing to honor this commitment, and settle 70% of [redacted]’s damages. 
 
At this time, no payments have been made on this claim, as it was our belief that [redacted] was utilizing her insurance coverage for her vehicle repairs.
 
Our obligation as an insurer is to settle losses for which our insured is liable, and we have not found any evidence that our insured was 100% negligent in this matter. 
 
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted] 
 
Sincerely, 
  [redacted]
Western Claims Zone
Nationwide Insurance Company of America
Phone: ###-###-####
[redacted]

Thank you for the opportunity to respond to the RevDex.com regarding...

policy number 10095914 for Mr. [redacted] and to
address his concerns about the policy. 
On 09/14/2015, Mr. [redacted] purchased a six month insurance
policy from the National Consumers United LLC with a bill plan of 25% down and
5 installments. Mr. [redacted] requested to have his spouse, [redacted] excluded
from the policy. A signed exclusion form is required.
 
On 09/15/2015, a memo was mailed to Mr. [redacted] requesting a
signed exclusion form for [redacted]. The memo stated that if the exclusion
form was not received, the policy would be cancelled.
 
On 10/23/2015, no exclusion form was received and the policy
was set to cancel effective 11/27/2015. A Cancellation Notice was mailed to Mr.
[redacted].
 
On 11/27/2015, no exclusion form was received and the policy
cancelled per the 10/23/2015 notice.
 
I trust that I have addressed the issues within Mr. [redacted]’s
complaint.
 
If you
require further assistance in this matter, please contact our Customer
Relations Coordinator, Charity W[redacted], [redacted], or by email at [redacted]@nationwide.com.
 
Sincerely,

One question if there was no coverage why was the customer not told when she called nationwide 
Client called to file claim while we were talking to cop at scene. When did the clients insuance end. 
Regards,
[redacted]

[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
On 2/13/14 I called nationwide to let them know what happened and put in a claim. I was told that I could put in the claim but I needed to speak to my local office for any further questions. Since Atlanta just went through an ice storm everything was closed till Monday. When I spoke to the local office was when I realized I was told the wrong information by nationwide. I called the nationwide 800 number that day and canceled the claim. There was no reason to file a claim for something that was less than my deductible. I canceled it the second I spoke to my local office and knew Nationwide lied. 
In the following statement by [redacted] to Revdex.com indicates you inspected my windshield. The statement below is a belated lie and never happened.
"This claim was reported to Nationwide on 02/13/14 as a windshield glass damage claim. The glass damage was inspected and it was determined that the windshield could not be repaired and needed to be replaced."
At this point based on nationwide response to my claim I can clearly see that they aren't going to do the right thing. As I stated in my initial complaint to Nationwide the only reason I spoke to [redacted] is because of [redacted]. How she treated me, no one should have to go through that and I explained that to [redacted]. (I spelled out her behavior in my initial complaint) 
She didn’t even bring that up, and she has now lied about what Nationwide has “inspected”. When I spoke to [redacted] I was very clear about my issues, which was [redacted], and Nationwide not taping or recording calls (which was an issue I found out from her on our call that no calls to [redacted] local offices or corporate are being taped or recorded.) 
I am a very distraught “NEW” customer and starting next month will be seeking another insurance provider. I would hope all my letters make it to someone other than [redacted] or her dept because the trust is lost. I also will follow up and ensue that Revdex.com has gotten valid feedback from your company that isn’t a lie or fictions.
The resolution for me would be this information gets to the CFO or a person that matters so this doesn't happen to another customer. I had just gone though a big storm and had Nationwide employee handled it different this complaint would have stopped with them. Instead, I spoke to Lori who wouldn't even talk to me on the phone because she claimed my name wasnt on the policy and it's my car. And now to see that [redacted] hasn't told the truth, is discouraging. I will be seeking another provider and leave Nationwide as soon as I can get!
Please let me know the outcome Revdex.com and if this reaches someone that will listen about a major customer service issue and bias in their corporate offices. 
Thanks [redacted]

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 our associates that were involved with your
services and proposed sales for new equipment.
Our
Service Agreements are based on performing maintenance and servicing of a
customer’s heating and air conditioning equipment. The Sales of new equipment
is handled totally separate. The two are totally different Agreements and based
on Ohio Law.
Your
home or condominium’s heat pump is located in a very difficult location as you
are aware by mentioning the use of crane to remove and set the new unit. We
were trying to avoid the use of a crane since the expense of one in your
installation would have been very expensive. The proposed working on your
heating and air conditioning system posed some extra expenditure to do this professionally
and safely. This complicated the sales effort and scheduling of the removal of
the old equipment and your installation of the new equipment for your
condominium.
I
reviewed your complaint with our associates and the conversations you had with
them. I know about the multiple conversations concerning your request for the
multiple proposals to replace the equipment. My conjecture is they took the time
to explain about our services and our pricing in great length.
I
will concede a concession in your situation due to your history and the use of
your Service Agreement. You have already used over half of your Service
Agreement. You used two of the two service calls under the Agreement. I know
you had the heat pump repaired by another contractor and that voids your
Agreement with us. The resolution offer of $132.50 will be half of what you
paid us over eight months ago for the one year Agreement. We will issue a check
to you for this amount once this is settled.
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

Dear [redacted] 
The following is our response to the Revdex.com in reference to the above mentioned concern...

received on March 6, 2015.  
On February 10, 2015, Nationwide Associate [redacted]) prepared an initial estimate to repair damages on [redacted]’s car.  On February 23, 2015, [redacted]’s chosen repair facility sent in a supplemental request for additional repairs.  [redacted] called [redacted] on the same day to explain that he was instructed by the repair facility on February 10, 2015, that he was not allowed on their premises and as such he could not perform an inspection at that location.  [redacted] and [redacted] spoke on February 24, 2015, and he informed her that it would be her responsibility to make her car available for inspection and followed up with her on February 25th.  [redacted]’s manager also spoke with [redacted]’s spouse on that day.  [redacted] followed up with [redacted] on March 2nd and on March 4, 2015; [redacted] advised [redacted] that the vehicle would be towed to a location on March 6, 2015 for an inspection.  [redacted] inspected the vehicle on March 6, 2015 and determined that the vehicle was a total loss. 
The terms and conditions of [redacted]’s insurance policy does not provide coverage for towing expenses incurred as a result of the insured’s chosen repair shop’s decision not to allow Nationwide to inspect the vehicle on their property.  Although this tow was not paid/reimbursed, all other tows have or will be reimbursed. 
Nationwide’s automobile insurance policy provides coverage for towing when the vehicle is disabled or to protect the vehicle from further damage and further requires the policyholder to make the damaged property available for our inspection. 
If you have any questions or concerns, please feel free to contact me at the number or email provided below. 
Sincerely,
         [redacted] Material Damage Auto Claims
Nationwide Claims
###-###-####
[redacted]

[redacted] 
This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted] 
Nationwide has reviewed this file and the concerns expressed by [redacted]. In this response we will address:  the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle. 
The repair process did take longer than expected.  The repair delays were caused by multiple factors.  Nationwide allowed this customer 20 days additional rental car expenses over his purchased coverage. We also recognize that some delays were out of the control of Nationwide Insurance and the repair facility.  The date of the accident was December 31, 2013 which is during the holiday season.  Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activity. One of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part.  The vehicle was ready for pickup on or about February 21, 2014. The only thing left to complete the repair was an after market trim molding that attaches to the fender.  The part does not affect the drivability, functionality or safety of the vehicle. It is strictly a cosmetic trim molding. The replacement part was not available anymore so a new set of four had to be special ordered. We offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed.   [redacted] refused to receive the vehicle back until that cosmetic part was received and installed.    
Nationwide is not aware of any repair issues or any new discovery of accident related damage. I responded to the [redacted] dealership to address a number of concerns of [redacted]. [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident.  I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing.   It was determined that there was nothing wrong with the transmission or any of the repairs completed. In fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications.  As a result of the diagnostic testing there were a few general maintenance items that needed attention but nothing related to the accident. The items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident and the brakes and rotors should be replaced. Nationwide conceded to pay for the hub as it could have been damaged by the accident but the brakes and rotors are maintenance items on the vehicle and have worn out over time.  Nationwide did not offer to pay for the brakes and rotors. 
[redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained.  As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted].  It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered.  The vehicle was brought in to the shop, put up on a lift and the undercarriage, suspension and drive-train were all inspected.  There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle. [redacted] signed a repair authorization / election form at the repair shop and could have at any time told the shop he was not going to repair his vehicle there.  This did not happen, so the repair shop moved forward with the repairs. 
All delays were addressed and Nationwide has paid a fair amount for the rental. [redacted] has Loss of Use (rental) coverage limits of $40 per day with a maximum coverage of 1100. Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity . [redacted] chose to purchase additional insurance coverage on the rental vehicle. This contributed to additional expenses related to his rental contract.  
The value of the vehicle was determined by running the CCC evaluation. The evaluation method is approved by the [redacted] Department of Financial Services. The value stated on the evaluation is $18,566.14. The complete damage estimate is $11099.00.  The damage ratio to value is 59.73% to value. In the state of [redacted], Regulation 64 indicates a vehicle should be considered a total loss when the estimate exceeds 75%. 
Nationwide will continue to address the concerns of [redacted]. All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director, [redacted] on more than one occasion. Our position has always been that if there are additional damages that are attributable to the December 31, 2013 accident we will address them. There has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention.  
In response to second complaint I will address items in sequence 18.
[redacted]’s vehicle did sit idle outside shop due to weather conditions and shop needed to find room to bring his vehicle in.  The shop in good faith allowed [redacted] $280 or 7 days towards his rental car expense  ( this was done by reducing his deductible expense of $500  – the shop collected $220 ) .  There was an initial estimate prepared by our Nationwide Field Associate [redacted] for $7455.93.  At that point [redacted] decided to use our direct repair shop [redacted] and signed the repair authorization 1-9-2014.  I spoke to [redacted] and discussed we could put vehicle on lift to further assess the damages.  [redacted]  agreed to this and we both agreed to get suspension work done so we could move vehicle and check for mobility concerns. After this was completed, the shop and I explained to [redacted] there was no further transmission or structural damage concerns and his vehicle was repairable vs total loss.  Final repair bill at [redacted] is attached in prior complaint transmission.  I also attached a copy of the Market evaluation in that transmission along with repair authorization form. 
[redacted] believed his vehicle was a total loss which seems to be the customer concern moving along ( this does not support his reference to [redacted] Reg [redacted] as customer signed repair authorization at shop and vehicle was not totaled ).  I explained that we per state guidelines have to do a market evaluation based on comparable vehicles on average – we use CCC1 estimating systems to do this and this was the more accurate way to assess vehicle worth vs NADA , Kelly books.  His figure of $14000.00 I do not understand because we need to settle vehicles when they are totaled per real numbers – our vehicle worth evaluation $18566.14 ( If this vehicle was a total loss Nationwide would have to settle it per our supported settlement numbers not speculation ).  [redacted] at any time could have elected not to repair his vehicle by telling the repair shop where he signed a repair authorization to stop repairs.  He did not.  Nationwide has acted in accordance with [redacted] State guidelines on fair claim settlement in this case. 
[redacted] believed we should allow replacement of left front tire and shock absorber even though they were not damaged in the loss.  He stated they should be replaced in matched pairs.  I stated that makes sense, but his policy only allows for only physical damaged items from loss and he would be responsible paying for those left side parts if he chooses to do so. 
Per [redacted], Nationwide Representatives [redacted] and my discussion, we agreed to take vehicle to second assessment location [redacted].  Their assessment found one concern a noise in the left front hub.  Although it was questionable as loss related, Nationwide agreed to pay for this and did.  [redacted]s assessment stated that all repairs were done properly and that there were some maintenance concerns with vehicle ( brakes were worn  ).  After this assessment, [redacted] agreed to take his vehicle back to [redacted] for some cosmetic concerns and these concerns where taken care of.  [redacted]’s vehicle to date has been repaired properly and all know loss related items have been repaired per [redacted]’s final bill, several road tests and [redacted]s assessment. 
Reimbursement request for Vehicle loan and insurance payments are not covered expenses in this customer’s policy. They are preexisting obligations this customer had prior to loss.
The Shop and Nationwide have paid for rental car expenses well above the policy provisions to assist this customer. We did not offer any more rental car assistance on this claim due to some of the delays were attributable to the customer.    
If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
 Sincerely,
 
 [redacted]
Nationwide
###-###-####
[redacted]

[redacted]
 
Arial">Please accept this letter in response to [redacted]'s concerns related to the dividends on his policy. I hope you find the following information helpful.
 
Policy details
Owner:                                     [redacted]
Insured:                                    [redacted]
Policy number:                         [redacted]
Case number:                           ##########
 
 found
I've attached copies of the following documents:
 
·      Dividend history
·      Copy of Life Contract
 
Our dividend scale is affected by many factors including mortality experience, investment returns (interest rates) and expenses. To determine the dividend scale, we update these factors based on the actual results of Nationwide. For example, if Nationwide's actual investment returns go down, then the investment return factor in the dividend scale will be reduced. Each year the factors in the dividend scale are updated, and a new dividend scale is determined.
 
[redacted] selected a primary dividend option of premium reduction with a secondary option of cash. It appears that [redacted]'s complaint refers strictly to the cash portion of his dividends. As shown in the attached dividend history, this policy has continued to earn dividends. However, unfortunately in the last few years our dividend scale has trended down primarily because the company experience for the investment return and expense factors has been less favorable. I've highlighted the dividend provision of the policy on page three, section four of the attached contract pages.
 
While we sympathize with [redacted]'s concerns, we can't honor his request to use the 1962 dividend scale on his policy as it could be considered discriminatory action.
 
For help when you need it
If you have any additional questions, please contact me by calling ###-###-####, option #, extension #####
between 9:00 a.m. and 5:30 p.m. Eastern time or by emailing [redacted]
 
Sincerely,
  
[redacted]
Nationwide Life Insurance Company

This letter is in response to the inquiry received from your office on April 4, 2018. This claim is for damage to Mr. [redacted]’s rental property...

due to bats in the attic. Mr. [redacted] has been unwilling to allow us to inspect the damage and prepare an estimate of repairs. Since receipt of this complaint, we have been in communication with Mr. [redacted]’s agent, per his request. Through his agent, we have been advised that Mr. [redacted] is will meet with our independent adjuster on April 20, 2016 or on April 18, 2016. We requested that our independent adjuster contact Mr. [redacted] to schedule the inspection on one of these dates and that the independent adjuster coordinate the date and time of the inspection with Mr. [redacted]’s bat expert. Once the inspection is complete, we will be able to move forward with the resolution of this claim. If you require further assistance in this matter, please contact our Customer Relations Coordinator, Erikka K[redacted] at ###-###-#### or by email at [redacted] Sincerely, Teresa * M[redacted]

Please accept this letter in response to your request for an update on our progress in resolving [redacted]s concerns with the claim.  We appreciate you sending us a copy of [redacted]’s estimate. While this estimate is not itemized as we requested, we did speak to [redacted]’s contractor, [redacted], and explained what we would need.  [redacted] sent us an email, which is attached to this response.  He has indicated that the cost to replace the metal roofing would be $4900.  This amount is less than our estimate.  We have contacted the contractor from [redacted]’s previous claim for the interior damages and are waiting on a response from him. 
If you have any additional questions regarding this claim please let us know. 
Sincerely,
[redacted].
[redacted] AMCO Insurance Company
Phone: ###-###-####
[redacted]

We have reviewed the coverage on the Automobile policy and we are correcting the policy to add Loss of Use coverage effective March 16, 2013, the date that the 2008 Chevy was added to the policy. This will result in additional premium of $17.30. Ms. [redacted] may then submit all receipts regarding the...

rental coverage for her claim. 
We hope that this satisfies Ms. [redacted], and we apologize for any inconvenience experienced in this matter. If you have any further questions or concerns, please feel free to contact me.

Dear [redacted]
Thank you for your recent correspondence regarding [redacted] and concerns with the claim. The following will...

address the concerns.Per her complaint, [redacted] takes issue with the length of time our investigation has taken. She regrettably has the perception that we are giving her the runaround and inquires why we cannot simply repair her car. She also laments medical bills that she is receiving for her husband’s injuries sustained in this accident.Upon review of the claim, I noted that while the [redacted]’ claim took place on March 23rd, 2015, it was not reported to us until April 15, 2015. Contact was made with the [redacted]’ the following day and their statement into the facts of the loss was obtained.
Briefly, the [redacted]’ were victims of a hit-and-run driver who rear-ended their 2006 Nissan Altima. [redacted], the investigator assigned to their claim, explained to the [redacted]’ that they carry a liability only policy with no medical payments coverage. He also advised that, given the circumstances, they would be not-at-fault for the damages to the claimant vehicle. But that he cannot assist them with first party repairs. [redacted] did agree to order a copy of the police report in an attempt to assist the [redacted]’ in learning the identity of the hit-and-run driver and whether there was any applicable insurance for that party.
[redacted] then immediately ordered a copy of this report and hired a local vendor to go to the police department to obtain a copy of the same. Unfortunately, the report was either not found or not yet available. [redacted] kept the [redacted]’ informed as to the status of his investigation with a phone call the following Thursday, March 23rd.
During that conversation, [redacted] shared that he had obtained a copy of the police report. He immediately faxed it to [redacted]. With the help of the police report and other information gathered by [redacted]’, [redacted] immediately called the used car dealer, [redacted], which recently owned the offending vehicle. A representative of [redacted] invoked confidentiality in not providing any information on the party that had bought the vehicle from them.
Undeterred, [redacted] then left a message with the responding officer, Detective [redacted] of the [redacted] Police Department, for any assistance he might be able to offer. A second follow up message requesting assistance was left for the detective two days later. He has yet to return our calls.
We regret that we have been unable to identify the owner of the offending vehicle owner to date. Despite having met the requirements of the policy (recall this is a liability-only policy and the [redacted] have been cleared of any fault in this matter) the investigator, [redacted], has been diligent in his efforts to assist the [redacted] in every way possible to identify the at fault party. We sincerely regret that these efforts have been deemed insufficient by the [redacted].
I trust this has satisfactorily addressed your inquiry into this matter. If you should have any additional questions or concerns, my contact information is listed below.
Sincerely,[redacted]Nationwide Mutual Insurance Company###-###-####[redacted]

This letter is in response to your request for information pertaining to the above file number.
Per our previous response the change referenced by Ms. [redacted] from July 9, 2015, was not made effective the renewal date. As stated in our last two responses, “The premium on the Policy Declaration pages does not indicate the amount of charge for the change as it only reflects what the premium would have been had the change been made at the renewal date.” A Policy Declaration page is issued to show the coverage breakdown and effective date of those coverage’s.
As indicated in the breakdown previously sent, the refunds were issued based on the effective date of the change. The total premium amount charged from October 23, 2014 to the cancellation date of October 23, 2015 was $3,524.11. A total of $4,264.89 was received in payments. After all changes are processed a total of $740.78 was issued in refunds. There is no further refund to be issued on the policy.
We would like to respectfully ask Ms. [redacted] to contact the Department of Insurance should she choose to continue to reject our responses. The [redacted] Department of Insurance can be reached at ###-###-#### or she may email her concerns to [redacted].
Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.
Sincerely,Erica D[redacted]

Thank you for contacting Nationwide concerning Ms. [redacted]’s auto policy coverage and recent claim. Sarah S[redacted] from our Agency Support Unit has investigated the loss and has advised Ms. [redacted] of her findings. Notes on the policy, placed there by the agent on December 14, 2015, state...

that she wanted to remove comprehensive and collision from the vehicle on that date , and that she would contact the company at her renewal on January 16, 2016 if she wanted to add the coverage back. A declarations page was also sent to Ms. [redacted] on December 16, 2015 to confirm her coverage selection. Unfortunately there is no documentation indicating that she made the request to place that coverage back on the Nissan prior to the loss on January 16, 2016. As such, all of our documentation indicates that the coverage was removed per her request, and not in error. As there is no error at this time, we are not able to recommend that the coverage be placed on the 2007 Nissan for the underlying loss. On behalf of Nationwide, I apologize if the service she received didn't meet her expectations and for any inconvenience it may have caused.

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Thank you for bringing this matter to our...

attention. I have reviewed this matter and enclosed is my
response.
I truly regret the service that was provided to [redacted] was not up to our standards. I agree that we did
not process his claim as quickly as we should have. The matter was not sent to our Subrogation Unit in a
timely manner to secure the deductible refund and to secure our refund. It was not our intention to
withhold [redacted]'s deductible because he switched carriers.
To help expedite this matter I have processed [redacted]'s deductible refund. I have attached a copy of
our check transmittal form to provide the check number and the processing. This should conclude this
matter.
If you have any additional questions please let me know
Sincerely,
[redacted]
[redacted]
[redacted]

Initial Business Response /* ([redacted], 5, 2016/09/30) */
The customer's claim was rejected by the warranty company. The warranty included maximum coverage of the blackbook value of the vehicle at the time of repair. The repair cost was $[redacted]. The blackbook value of the vehicle is $[redacted]. That is the...

maximum coverage [redacted] has. We were able to get goodwill from the current undercoat provider for the $[redacted] that would have been covered. Colonial Honda contributed $[redacted] of goodwill for the inconvenience. The customer was responsible for the remaining $[redacted]. The undercoat company has a deadline of Sept 10 for resolution. This date was clearly communicated to [redacted]. Repeated phone calls were made to the customer before the deadline to find out if she wanted to proceed. The phone calls were not returned. The amount that was offered to [redacted] was much more than she would have been entitled to if the warranty claim had initially gone through. In letting the deadline pass the offer was considered declined by the undercoating company.
Initial Consumer Rebuttal /* ([redacted], 7, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I was told about the $[redacted] cap I was surprised to say the least. I called [redacted] and asked them how they arrived at that amount and I was told that figure was never discussed? So, I was left to assume it was an amount that Colonial chose. I had just paid CH over $[redacted] this spring to basically void my warranty [redacted] I still do not feel I should have to pay anything toward the body work.