Nationwide

[redacted] 
This letter is in response to the complaint filed with...

your agency by [redacted] regarding not receiving a refund after cancelling all three of her policies.
The three policies were started on August 4, 2014, with a full payment on each policy. On August 8, 2014, [redacted] informed our company that the policies needed to be cancelled at inception as she was staying with her prior carrier. [redacted] requested cancellation forms be mailed to the address on file and she would return them. We received the forms on August 19, 2014 without an effective date of cancellation, therefore they were not processed. On August 21, 2014, [redacted] inquired on the cancellations and was informed the forms were received incomplete and that new forms were sent. The forms were again received on August 26, 2014 and were processed cancelling the three policies effective August 4, 2014.
The refunds were generated for each policy and mailed out. A refund of $1,758.98 for the home policy was generated on September 3, 2014 and cashed on September 9, 2014. A refund of $170.10 for the umbrella policy was generated on August 27, 2014 and cashed on September 17, 2014. A refund of $966.58 for the auto policy was generated on September 2, 2014 and does not show as cashed yet. Both the auto and umbrella refunds had a verification period that delays the mailing of the refund.
We hope this response satisfactorily addressed the issues brought forth by [redacted]. If you should have questions or need additional assistance regarding this matter, please
contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, ext. #####, direct at ###-###-####, or by email at [email protected].
Sincerely,
[redacted]
###############
[redacted]

I purchased comprehensive insurance from nationwide on my brand new RV on the recommendation of the dealer. All of my other insurance is with another carrier. I had heard nationwide's tag line that they are "on your side." That has not been my experience at all. My camper was involved in a minor accident requiring the replacement of a piece of sheet metal on the port side. I felt as if nationwide was my adversary rather than my ally. I was prepared to pay my $400 deductible, but nationwide chose to get into an argument with the shop who repairs campers all day everyday over the proper way to do the repairs. They also went out of their way to bad mouth the repair shop. Ultimately the shop reduced their estimate by approximately $1200, but nationwide was still unwilling to pay the full amount above the deductible. I was left holding the bag on an additional almost $400 of the repair cost, and the arguing back and forth kept my camper out of commission for almost 2 months. I would never recommend nationwide as an insurance carrier to even my worst enemy. I think they need to change their jingle because they were definitely not on my side.

I received an email from Nationwide on April 21, 2015 at 4:25 pm stating that in order to maintain my coverage they needed me to advise if [redacted] & [redacted] were members of my house hold.
I called the same day and I spoke to a male, do not remember his name but he told me to email back stating if they do not live there, I did as asked.(I have the email in response where they have 'noted' my reply.)
The last week of April or the first week of May I received a letter in the mail stating that my insurance would be canceled on May 12 if I did not send proof of their current address'.
I faxed over a copy of an envelope for both of them with their names and addresses.
I have the fax confirmation!
I then called in and talked to another male, I think his name was [redacted] but I cannot be positive. I asked if my paper had been received and if there was anything further they would need from me, he said no that it was in my file and taken care of.
They received the information they needed and my policy would be unaffected.
Well, I got online to look over my statements today and my policy has been canceled.
I was NOT notified of this.
I called and spoke with [redacted] today and she told me they received what they needed.
(they received this on MAY 4!!! 8 days before my cancellation)
SO WHY HAS IT BEEN CANCELED?
And why was I not notified, I have a daughter and a job.
I cannot afford to loose my license ESPECIALLY at the expense of someone else.
I am beyond livid. I am disgusted with how disorganized this company is and the lack of communication is unprofessional.
I will never, ever recommend them to anyone. This is ridiculous.
Also, if I had lost my license.
We would be solving this in front of a judge.

I am in receipt of the Consumer Complaint generated by [redacted]. 
Calibri;">Her concerns noted in the complaint indicating that she had problems with her check and that she feels the associate who handled her case, did not keep their commitments. 
After further review of the customer’s auto claim, for an accident that occurred on April 21, 2013, it appears that she was a passenger in a vehicle that she owns and was being driven by [redacted], our Bond Holder.  [redacted] was found 50% liable for the accident and [redacted] made an injury claim at that time which we honored in full.
We settled [redacted] injury claim and received her signed release on May 29th, 2013 where we agreed to pay her $250.00 for her general damages and to set aside $2000.00 for her treatment she incurred during the agreed upon time frame.
Payments were issued as follows:
·        $250.00 for general damages on May 29th, 2013
·        $394.00 for medical treatment incurred at [redacted] for dates of service 4/22/13, 5/7/13, 5/20/13. This payment was issued on June 20th, 2013
·        $625.37 for chiropractic treatment from 4/25/13 to 5/10/2013 to cover a total of six treatments.  This payment was issued on June 20th, 2013.
We contacted [redacted] on June 20th, 2013 to inform her that the reimbursement of her treatment was being completed this day and confirmed that this should conclude her claim.  At this time, there was no mention of any issues with her general damages check that was issued in May. 
We received a call from [redacted] on January 30th, 2014 and reached her on January 31st, 2014.  At this time, [redacted] requested information as to why [redacted]’s bond policy premium increased as she pays the premium for his bond.  My associate in turn reiterated that we found [redacted] to be 50% liable for the accident and due to payments being made and his portion of liability most likely caused the increase.  She further stated that she never received the checks that we promised her we would pay for injury claim.  At this time, we confirmed that we sent the payments to [redacted]’s address [redacted] instead of her address [redacted] 
My associate then recalled copies of the cashed checks to verify who signed them.  These checks are attached my response.  After review, the signatures appear to match [redacted].  We contacted her back later that day and discussed this with her as well as sent a copy of the checks to her.  I then received a call from [redacted] regarding the same issue on February 6th, 2014 and informed her that the signatures appear to match the signature on the release that she signed and sent back to us on May 29th, 2013.  She inidicated that she did remember signing the release that was sent to [redacted]’s address in error.  At that time, I informed her that if someone cashed her checks fraudulently, she should contact [redacted] to address this issue.  I provided her the customer service phone number for her to address her concerns with the bank.
At this time, it is my understanding that [redacted] would need to address any further check issues with the bank as we kept our commitment to pay for her economic and non-economic losses as a result of this accident and provided her copies of all cashed and signed checks.  If you have any further questions or concerns, please do not hesitate to contact me directly as I am more than happy to address any further concerns you may have.  Thank you for allowing me to respond to [redacted] concerns as well.
Sincerely,[redacted]###-###-####

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

[redacted]
 
                                        ...⇄ [redacted]  [redacted]                                                                                                                                                                               
Dear [redacted]
This correspondence is with regard to a complaint received in our office on January 31, 2014.  The complaint was filed by our policyholder, [redacted] regarding the above claim. 
The above claim was reported on January 7, 2014 for damage due to condensation and mold. Claims Associate [redacted] contacted [redacted] on January 7, 2014 and an inspection was set for January 8, 2014. 
[redacted] inspected and investigated the claim on January 8.  At this time [redacted] learned that there was no loss or event that occurred, but it appeared that due to conditions present in the home combined with the cold weather, mold was growing in the home.  It is also noted that the policyholder has a third level in the home that is used for storage but does not have heat ducts running to this level of the home.    [redacted] contacted [redacted]l to conduct a cause/analysis for the mold growth.  AQS performed their inspection on January 8, 2014.
Conclusions of the [redacted] are as follows: 
Fungal growth was identified on window and exterior wall surfaces on the upper level.  Fungal growth appears to be the result of condensation due to a combination of elevated indoor humidity levels, cold air temperatures due to lack of conditioned air and cold exterior wall/window surfaces.
Moisture damage and fungal growth on the west wall of the master bedroom closet appears to have been the result of elevated indoor humidity levels and a lack of air circulation within the closet allowing for the exterior wall surface to reach dew point and for condensation to occur. 
Based on our investigation and the concluding opinions of [redacted] AMCO Insurance, A Nationwide Company, has denied coverage for the claim presented by [redacted].  [redacted] is insured under policy form HO-3 (####.   The policy also has a Fungi/Bacteria Endorsement, Endorsement #### (####). 
Policy form HO-3 (#### does not provide coverage for mold.   Endorsement #### does provide mold coverage subject to a $10,000 limit, however the cause of the mold has to be a result of a direct physical loss covered under the HO-3. 
AMCO Insurance, a Nationwide Company, has denied coverage as a direct physical loss covered under the policy did not occur to trigger mold coverage.   The mold did not occur as a result of a loss, but rather due to conditions present in the home noted as a combination of elevated indoor humidity levels, lack of air circulation, lack of conditioned air in the home, and cold air temperatures.
A copy of our denial letter as well as the report completed by [redacted]l has been included with this correspondence.  
If you have further question regarding our coverage position, please contact us for further information. 
Respectfully,
[redacted]
[redacted]
AMCO Insurance, A Nationwide Company
###-###-####
[redacted]

[redacted]
                                    [redacted]      [redacted]   [redacted]
                                        ...⇄ [redacted]                                                            Please accept this letter in response to your correspondence dated August 18, 2014 regarding the above cited claim. [redacted] noted that our estimate was based on the engineer’s report.  We did hire an independent adjustor who inspected the exterior and interior of the buildings.  We have photographs of the interior of the building.  Our estimate is based on the inspection that occurred on February 20, 2014.  
The photographs do support that the interior of the buildings do show rot as well as long-term damage caused by repeated moisture.  Again, this is not covered by [redacted]’s homeowner’s policy.  [redacted] indicates that there are two estimates; however we only received one estimate through the Revdex.com.  If she could please send us a copy of the estimate she is referring to we would be happy to address it.  
If we do not hear from [redacted] we will attempt to contact her again. 
Sincerely, 
[redacted], AMCO Insurance CompanyPhone: ###-###-####[redacted]

Dear: Ms. [redacted]   "Thank you for the opportunity to respond to this complaint.   We received notice of a Medical Payments claim by Ms. [redacted] on September 9, 2016. After a review of the claim, the Nationwide Claims Associate issued payment to Ms....

[redacted] on October 6, 2016 for the coverage limit of $2,000.00. On or about October 13, the Nationwide Claims Associate put a "stop payment" on the check based on a mistaken belief that there was an outstanding [redacted] lien against any Medical Payments coverage available to Ms. [redacted] for the loss. The Nationwide Claims Associate also contacted  Ms. [redacted] and asked if she had cashed the $2,000.00 check yet. Ms. [redacted] said she had not. The Nationwide Claims Associate was not aware, at that time, that Ms. [redacted] had actually cashed the check a few days prior. The "stop payment" of the $2,000.00 check caused Ms. [redacted]' account to be overdrawn.  Nationwide found out about the overdrawn account on Oct 17, 2016. Thereafter, Nationwide Claims Manager Bill P[redacted] reviewed the file and determined that there was no outstanding [redacted] lien on the Medical Payments coverage available to Ms. [redacted] for the loss. Based on this determination,  Nationwide tried to deposit the $2000 payment directly into Ms. [redacted]' account on October 17, 2016, but Ms. [redacted] instead requested that Nationwide overnight a check to her. Nationwide overnighted a $2,000.00 check to Ms. [redacted] on October 18, 2016.  The check was delivered to Ms [redacted] at approximately 11:30 am on October 19, 2016. Ms. [redacted] claims to have incurred a $75.00 overdraft charge. Nationwide is willing to reimburse Ms. [redacted] the $75.00 charge upon proof of loss being submitted by Ms. [redacted]. Nationwide has requested the proof of loss on October 18th , 20th and 27th. As of the writing of this letter Nationwide has not received any proof that this $75.00 charge exsists. Nationwide maintains the position that it will be happy to reimburse Ms. [redacted] once she submits proof of the $75.00 loss. If you require further assistance, please contact our Customer Relations Coordinator,  Yvette S[redacted] , at ###-###-#### or by email at [redacted]   Sincerely,  William J P[redacted]
 [redacted]

Dear Ms.[redacted]
I am writing in response to your concerns regarding your closed auto loan with Nationwide Bank.I am very sorry to hear that you have had so much difficulty in attempting to payoff and close yourNationwide Bank auto loan.
I am in the process of working with a...

supervisor in our Bank Operations area to ensure that this loan isreflecting paid in full. I also want to be able to confirm that this is not going to have a negative impact onyour credit.Again, I apologize for the frustration you have experienced. I hope that we can come to a resolution foryou in the coming days, I will provide a follow up with a final resolution once this matter has beencompletely resolved. If there are any questions in the interim, please feel free to give me a call.
Sincerely,
Sara H[redacted]Nationwide Bank###-###-####

[redacted]...

[redacted]
This letter is in response to the complaint filed with your agency by [redacted] regarding her homeowner insurance policy with Nationwide Insurance.
[redacted] was contacted by our agent on November 27, 2013, to review the auto insurance policy she had in force with our company. As part of this review our agent offered to provide a quote for homeowners insurance. [redacted] agreed, stating she was not pleased with her current provider.
A homeowners insurance rate was provided and [redacted] agreed to bind coverage on November 27, 2013. [redacted] informed our agent that her mortgage company pays her insurance in escrow and asked how this would be switched over. Our agent advised [redacted] that we would contact her bank and let them know she had switched her coverage and send them a bill for our policy. Our agent obtained the mortgage company’s information from [redacted].
A bill for the full term premium of $853.60 was sent to [redacted] in [redacted] on December 4, 2013. This was the only notification sent to the mortgage company to inform of the new policy purchased by [redacted]. When we did not receive a payment, a cancellation notice was issued on January 3, 2014, with an effective date of January 16, 2014.
[redacted] was contacted by one of our agents on January 22, 2014, to discuss the cancellation of the homeowners policy. It was determined that the mortgage company would not be making a payment to us, as they were not advised of the change in insurance by [redacted]. Our agent informed [redacted] that a payment of $117.20 would be needed from her in order to reissue her policy with a lapse in coverage. [redacted] submitted a payment of $117.20 on January 23, 2014.
On January 27, 2014, it was determined this payment was insufficient to reissue coverage. The member was advised an additional payment of $73.08 would be needed to activate the policy. We sincerely regret that our agent failed to advise [redacted] of the correct amount needed to reissue her policy initially and will ensure the appropriate feedback is provided.
The policy remains cancelled as no additional payment has been received. [redacted] contacted us on February 1, 2014 and verified that the policy was cancelled. She requested her auto policy with us also be cancelled at that time.
[redacted] was provided property coverage from November 27, 2013, through the cancellation date of January 16, 2014. The payment made January 23, 2014 in the amount of $117.20 is for the coverage provided during that time period.
If [redacted] maintained her previous insurance policy with no lapse in coverage, we can flat cancel this policy and refund the payment of $117.20. If the prior policy was cancelled after November 27, 2013, we may be able to adjust the cancellation effective date of our policy accordingly and offer a partial refund.
[redacted] should contact our customer service department at ###-###-#### to request any adjustment to the policy cancellation date. If no changes are needed to the cancellation date, no refund will be made available.
If we may offer any further assistance in this matter, please contact our customer advocacy coordinator, Janice Kleinhans, toll-free at ###-###-####, ext. ####, direct at ###-###-####, or by email at [redacted]
Sincerely,
[redacted]
Customer Resolution & Response Team Nationwide Insurance Company
[redacted]

Thank you for your inquiry regarding a complaint you received from Ms. [redacted]. If I do not provide the information you need for this matter, please do not hesitate to let me know.
Mrs. [redacted]’s concerns are regarding the damages from an auto accident, which occurred on March 9, 2015 in which her vehicle was struck in the rear by a Nationwide insured. Mrs. [redacted] is also a Nationwide policyholder, but in relation to this accident we addressed her damages from a third party perspective.
Shortly after the loss, a property damage estimate was established and Mrs. [redacted] was compensated based on that estimate. The damages which were isolated to the rear of her vehicle totaled $586.85. Several weeks afterward, she contacted the material damage specialist, Chris S[redacted], and advised him that her vehicle now had engine damage, which she felt was related to the loss. Mr. S[redacted] met with the claimant and her mechanic to reinspect the vehicle on April 14, 2015. At that time, she was advised that in order to determine if the damages were related to the loss, she would have to authorize, at her expense, a tear down of the vehicle to determine the actual cause of the damage. She was also advised that if it was determined the damages were the result of the impact Nationwide would address the additional damages.
On May 8,2015, Mrs. [redacted] contacted us to advise that she had spoken to her mechanic and that he said there was no way to determine what the nature of the damages was and that the engine needed to be replaced. At that point we advised Mrs. [redacted] again that in order to address the issue, she would need to authorize the tear down to determine the cause and allow us to reinspect the vehicle. She refused to do so stating that there was "no question that it was related and we should pay for the damage".
In subsequent conversations with Mrs. [redacted], we have reiterated our position, however to date she has not authorized a tear down of the vehicle or provided any additional or new information to substantiate her claim.
I contacted Mrs. [redacted] again July 7, 2015 to inquire if she has taken any additional steps to diagnose the damage to her vehicle and she advised that she has not. She still feels that the additional damages, although the cause or severity is not documented, are related to the rear end impact and, as such, the responsibility of Nationwide. At that time, I again reiterated our previous position and invited her to provide documentation to substantiate her loss. Unfortunately, she still refuses to do so. She ended the phone call by stating that she would not let the issue drop and that she would consider pursuing legal action against Nationwide.
We have advised Mrs. [redacted] that there is no indication that our insured would be legally liable for the damages to her vehicle’s engine. We have compensated her in the amount of $586.85, for the property damage to the rear of her vehicle, but have also advised her that if/when she chooses to allow a qualified mechanic to tear down and assess the cause of the damage to her engine, we will be willing to reinspect the vehicle and address any additional accident related damages. However, at this point we can not honor her request to consider her vehicle a total loss or to pay her an additional sum of $4000.00.
I attempted to contact Mrs. [redacted] again July 15, 2015 but she was unavailable. I left her a detailed voicemail advising her that we would not be able to compensate her for the $98.00 charge she sustained from the mechanical shop that inspected her vehicle. I confirmed in the message that the charge represents the initial cost for her to substantiate the alleged additional damage to her vehicle and is not directly related to her loss. I reiterated that any costs incurred in an attempt to substantiate the alleged additional damage were her responsibility and again advised that we would appropriately consider any additional information she could provide to substantiate the additional portion of her claim. I left my contact information and invited Mrs. [redacted] to contact me with any additional questions.
We hope this will resolve all pending concerns. However, if you should have any questions or wish to discuss the matter further, please feel free to call me.
Sincerely,
Timothy B[redacted]###-###-####[redacted]

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

[redacted]               [redacted]
            [redacted]              [redacted]    
            [redacted]           [redacted]              
The above referenced Personal Lines Auto policy was written effective November 7, 2013 with a semi-annual premium of $526.20. During our discovery period there was a claim and an investigation.  The investigation revealed material misrepresentation on the application and that the policyholder did not live at the policy address.  The policy rate was then corrected to the appropriate address and rate. This change was completed during our discovery period and resulted in an increase in premium of $631.10.  The new semi-annual policy premium is $1157.30.  The policyholder sent in a request to cancel the policy effective February 12, 2014.
The premium for the time the policy was in force from November 7, 2013 to February 12, 2014 is $622.50. We received a payment of $526.20, leaving a balance due of $96.30 for premium owed up until the cancellation date.  
If you require further assistance, please contact our Customer Relations Coordinator at ###-###-#### or by email at [redacted].
Sincerely,
[redacted]
###-###-####

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

[redacted]
 
[redacted]                             [redacted]
[redacted]                           [redacted]
[redacted]                       [redacted]
[redacted]                       [redacted]
[redacted]                    [redacted]
[redacted]                                    [redacted]
[redacted]     [redacted]
Dear [redacted]:
This letter is in response to [redacted]’s inquiry dated February 26, 2014, regarding her homeowner policy deductible increase, premium increase, and the denial of her February 13, 2014, homeowner policy claim.
The increase in her homeowner policy deductible to $2,500 was related to policy claim frequency, loss amounts and as a condition to avoid policy cancellation.  State of [redacted] statutes indicate that property insurance policies can be cancelled if there are three or more claims within a 36 month period and at least one of these claims is non weather related (i.e. theft, water, liability, all other physical damage, etc.).  Initially this policy was set to cancel February 18, 2010, due to claim frequency and loss amounts that included at least one non weather related claim (9/18/2009 Vandalism, 4/10/2009 Hail, 5/21/2008 Hail, 5/11/2008 Theft).  However, a company business decision was made to retain [redacted]’s policy due to her long term customer status, good pay history and the client’s agreement to increase the deductible to $2,500.  Policy notes indicate the client agreed to the deductible increase to retain her homeowner policy.  This deductible change was not arbitrary as [redacted] indicated in her complaint.  Increasing a policy deductible is a common industry practice when a client’s claim frequency and loss amounts exceed insurability guidelines if the policy is not being cancelled.  Of note, since 2010 [redacted]’s claims frequency has continued with an 8/5/13 Moisture/Water claim and a 2/13/14 Wind claim.  Therefore, additional claims can once again qualify [redacted]’s policy for cancellation.  Any premium increase [redacted]’s policy experienced has been related to industry standard claim surcharges and/or company rate increases that were filed legally and approved by the state of Georgia Insurance Commission.
Regarding the denial of [redacted]’s February 13, 2014 claim, claims management reviewed the claim information and discussed the loss details with the adjuster assigned to the claim.  The home was damaged by falling limbs from a pine tree.  One 2" limb punctured the shingles and decking on the rear roof slope.  During the inspection the adjuster also noted one of the corner posts of a rear yard chain link fence had also been dislodged most likely from the falling debris.  The repair of these damages was calculated in the damage estimate for roofing and chain link fence repairs.  While the adjuster was on site the policy holder noted that she stored bicycles under and on top of the rear deck, and indicated that the bicycles and deck were damaged as well by the falling limbs.  During the inspection the adjuster was unable to find any signs of impact damage to the deck from any falling objects.  The deck was noted as being in a state of deterioration but the only visible issues were from lack of maintenance.  The bicycles and elliptical that were located in the back yard by a rear storage house (not on the deck) did not show any signs of impact damage but did show signs of wear and tear from being stored outside in the elements.  As the adjuster noted to [redacted] it appeared the equipment had been stored in the yard for some time as evident by the accumulation of debris, dirt and falling materials around the items.  In the written complaint our policy holder felt the adjuster was making accusations that she was trying to commit insurance fraud.  The adjuster was not stating the insured was committing fraud, but rather that during his inspection it was apparent that the items had not been moved from the current location by the storage shed in quite some time along with the fact that there was no visible damage to the equipment from falling objects.  The total estimate for repairs to the roof damage was $876.25 and an additional $713.59 for the fence damage.  This damage estimate included overhead and profit and did not exceed the $2,500 deductible.  Therefore, any claim payment was denied.
It is the intention of this correspondence that [redacted]’s complaint is fully addressed.  If there are any further questions, please feel free to contact [redacted], [redacted] at ###-###-####.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
Cell:  ###-###-####
Fax:  ###-###-####
[redacted]

I have reviewed the inquiry received from [redacted] regarding his auto policy insured with Nationwide Agribusiness Insurance Company. He inquired about the cancellation of this policy and subsequent refund.
Both [redacted] and [redacted] are named insureds under this policy...

providing coverage for the following vehicles: 2001 Honda, 2004 Honda, 2012 Volkswagon, and 2002 Cadillac. On November 3, 2015 [redacted] contacted the Company Service Center to remove [redacted] from the policy due to divorce. The service representative advised [redacted] that because [redacted] was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policy. On November 6, 2015, [redacted] requested the 2012 Volkswagon and the 2002 Cadillac be removed from the policy effective November 3, 2015 as he obtained other coverage on those vehicles. The deletion of those vehicles was processed as requested and a return premium of $260.61 was applied to the policy. Coverage was still being provided for the 2001 and 2004 Hondas on the policy. We subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, 2015. A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: [redacted]We reached out to the [redacted]’s local agent, [redacted], who had been working with [redacted] on the auto and home policies. According to the agency, [redacted] became unreasonable to the agency staff when they were not able to remove [redacted] or her vehicles from the policy.
The cancellation of the policy effective November 3, 2015 resulted in a premium refund of $44.01 based on the vehicles listed on the policy at the time of the cancellation. Per [redacted]’s request, the 2012 Volkswagon and 2002 Cadillac had already been removed from the policy which resulted in return premium of $261.60 applied to the policy. The policy cancellation was processed on November 16, 2015 to be effective November 3, 2015. The only vehicles listed on the policy at the time the cancellation was processed were the 2001 and 2004 Honda’s.
The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both [redacted] and [redacted] as they are both named insured’s on the policy. In order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policy. Any issues, payment, or refund descrepanices involving their policies and arising out of the [redacted]’s divorce situation are a personal legal matter that should be handled between [redacted] and [redacted] and their legal representatives.
If further assistance is needed in this matter, please contact me directly at ###-###-####.
Sincerely,Gale G[redacted]

Thank you for the opportunity to review and respond to our customer's inquiry.
This claim involves reported theft of property from our insured residence. There were a total of two claims reported, both with...

a date of loss of 07-15-2013.
The initial claim was reported under Nationwide Mutual Fire policy number ####### on 08-12-2013, and in the recorded statement to the claims department, our member advised that the theft occurred at [redacted]. She gave specific details concerning where the items in question were located and later noticed them missing.
The Nationwide Mutual claims department advised our member on 08-14-2013 that under her dwelling fire policy covering the loss location, theft was not a covered peril under her policy of insurance and the claim was denied. After that discussion, our member reported another claim under Nationwide Mutual policy number ##########.
On the second claim reported, our member advised in her recorded statement that the theft actually occurred at [redacted] in [redacted] Due to the inconsistency in the two recorded statements, a decision was made to request her presence at an examination under oath to add clarity to the loss details.
The EUO was conducted by outside counsel. In a review of the information gathered during the EUO, it was determined that there were numerous documented areas where there was evidence of material misrepresentation and/or false statements. These inconsistencies included when she noticed the items missing, where she last recalled seeing the items, where the loss was alleged to have occurred, her actions after the loss and other relevant facts surrounding the loss.
Due to the aforementioned inconsistencies, Nationwide Mutual concluded that our member made material misrepresentations and false statements in the presentation of the claim. Based on the foregoing, Nationwide Mutual believes a decision to respectfully deny her claim is warranted in this matter.
If you have any further questions, please contact our customer relations coordinator at ###-###-####.
Sincerely,
[redacted]
[redacted]

[redacted] 
Thank you for your recent...

inquiry regarding a complaint you received from [redacted]. As Material Damage Claims Director, I have reviewed this claim file and would like to address [redacted]’s concerns. If I do not provide the information you need for this matter, please do not hesitate to let me know.
[redacted] reported a vehicle theft claim to Nationwide Affinity Insurance on May 19, 2014. The claims associate made contact with [redacted] on May 23, 2014 and a recorded statement was taken. The claim was assigned to our Special Investigator for further investigation of inconsistencies within the statement. The vehicle was recovered, found wrecked. A vehicle inspection was then conducted.
On June 6, 2014, it was determined to hire a column analysis expert to determine if the ignition was compromised, since [redacted] had the one and only key to the vehicle in his possession.
On June 16, 2014, Nationwide Affinity Insurance Co of America received the ignition analysis report. The findings were that the ignition was not defeated and a key was used to move the vehicle from the loss location to its final recovery place.
On June 25, 2014, Nationwide Affinity Insurance Co of America received the [redacted] State Highway Patrol report stating no theft of vehicle report was taken. The claims associate contacted [redacted] and offered to pay the claim under Collision, since no theft report was on file. [redacted] refused, stating the vehicle was stolen.
On June 26, 2014, a file conference was conducted with the claims associate, the special investigator and our Regional General Counsel. It was determined to move forward with an Examination under Oath.
The Examination under Oath was conducted on July 16, 2014. At this time, [redacted] was again advised of his collision coverage and the claim could be transferred to collision. [redacted] refused.
On August 19, 2014, another file conference was conducted and it was determined to deny the claim based on the facts do not support a vehicle theft loss.
The claims associate contacted [redacted] on August 25, 2014, after several attempts. The Claims associate advised [redacted] a decision to deny his claim, based on facts don’t support a theft loss, were discussed. The claims associate advised [redacted] that a denial letter would be mailed regular and certified mail.
Based on my review, this claim has been properly handled. 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.
Sincerely,

[redacted]
Nationwide Affinity Insurance Co of America
###-###-####
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted] [redacted] 
This letter is in response to your inquiry received on June 27, 2014.  After review of the additional information [redacted] has provided, our position and response remain the same, and [redacted]’ email confirmed the request cancellation referenced in the response.
The above referenced policy was written effective November 7, 2013 and a premium of $526.20.      
                     
During our discovery period, which is defined as 60 days from the inception date of the policy, there was a claim, and an investigation completed by our Special Investigations Unit. The investigation revealed that the policyholder did not live at the policy address. This constitutes material misrepresentation by policyholder at the time of application.
The policy rate was then corrected to the appropriate address and rate based on the findings of the investigation. This change was completed during our discovery period, previously defined as 60 days from the inception date of the policy, and resulted in an increase in premium of $631.10. Please refer to the attached bill and Policy Declarations prepared and mailed on February 6, 2014 that states the reason and the amount for the increase in premium.
The new policy premium was $1157.30. The policyholder sent in a request to cancel the policy effective February 12, 2014.
Premium for the time the policy was in force (November 7, 2013 to February 12, 2014) is $622.50.
Payment received to date from [redacted] is $526.20 with an additional balance due to Nationwide of $96.30.
If you require further assistance, please contact our Customer Relations Coordinator, [redacted] at ###-###-#### or by email at [redacted]
Sincerely,
[redacted]
[redacted]
###-###-####

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

[redacted]
[redacted]   [redacted]
[redacted]     [redacted]
Dear [redacted] 
This letter is in response to the case filed by [redacted]. I tried to call [redacted] today, January 24, 2014 at 3PM, but she was not available. 
The policy balance as of August 27, 2013, equaled $308.53. Nationwide Insurance sent a payment notification for $102.84 to be drafted on September 19, 2013 (see attached). On August 28, 2013, [redacted] suspended the automatic Electronic Funds Transfer (EFT) online. She then changed the payment method from EFT to direct billed. 
On August 28, 2013, [redacted] made changes through the online account to the coverage on the Auto policy that decreased premium by $11.80. 
[redacted] sent an email to Nationwide on September 20, 2013, requesting to cancel her policy (see attached). Our procedure is to forward the email to the agent of record. A customer may cancel the policy orally, or by written notice to us of date of cancellation desired. Please refer to page G2 of the policy jacket sent to [redacted] at the time of inception (see attached). There are no calls documented for [redacted], or the agent. 
 
On September 25, 2013, Nationwide sent a Notice of Cancellation for $108.91 due by October 6, 2013 (see attached). This amount included a $10.00 late fee. Since we did not receive a payment, the policy cancelled effective October 7, 2013 for non-payment. The amount of $184.00 in unearned premium was credited to the billing account leaving a balance due of $122.73. Nationwide sent a collection letter for $122.73 due by October 30, 2013 (see attached).  The amount of $122.73 is a valid amount due to Nationwide. 
We do not have a signed and dated cancellation form on file, and we do not have other proof of insurance on file for [redacted]. We can send a cancellation form via email to [redacted] that she can electronically sign for the date of September 20, 2013, since that is the date that we received her email. [redacted] may call or email me, and I will provide the instructions to complete the form. Once the form is returned, we will make the adjustment. My contact information is listed below.
The remaining balance may be reduced or eliminated if other insurance was obtained prior to September 20, 2014. If so, please send us a copy of the new policy declaration page, which contains the name of the insuring company, policy number, vehicles insured, and the effective date of coverage. The information may be faxed to ###-###-####, Attn: [redacted]. 
We apologize that [redacted] did not receive the level of service that she was expecting from Nationwide Insurance. We appreciate the opportunity to resolve this matter.
Sincerely,
[redacted]
[redacted] 
Nationwide Insurance Companies
###-###-#### Ext. #####
[redacted]

[redacted]
 
[redacted]
[redacted]
[redacted]
 
                                    [redacted]       [redacted]   [redacted]
                                                [redacted]   [redacted]                                                                                                                                 
 I am again rejecting [redacted] responses based on
the fact that Nationwide called in an engineer to come out to my home to  re-do an inspection due to [redacted] not
coming to inspect what MY CLAIM was about.
 [redacted] was untruthful on his report, his claim was
that his finding where no damages and that the result of the storages was due
to poor maintains. Try to lay blame on me the home owner and denied my
claim.  See letter
 They sent [redacted] out to inspect the inside of my home
and again he falsified the information in his report, down grading the cost
$200.00 dollars.
However when it comes to a contractor who is going to be
doing the work they look over what they need to do in order to fix the problem,
there man power , and all materials needed to do the job. All contractors are
Revdex.com accredited.
[redacted] still avoids answering the question on how did
she come up with the weight of my storage building roofs and can she provided
me her brake down on how she came up with the $8000 dollar total for their
salvage cost?
[redacted] tends to address claim 2 estimates
which I have already informed her that I would be contacting the contractor for
information. I gave the statement that contractor stated to me over the phone.
However to address her concerns on this he has been notified and will be
updating his bid. As I said these are all accredited contractors from the Revdex.com
web site.
Concerning claim 1 it took [redacted] several
weeks to acknowledge that she had received claim 1 estimate after I went back
through the messages and pulled it out of the attachments that where sent to
Nationwide through and by Revdex.com handling this complaint. 
Regards,
[redacted]

Insurance does not work with us.  We like you to understand, all the painting was not pay, all the rugs and linoleum were not pay, the total amount of this insurance was very strange, the girl Emily also call every one that gives us estimates. if the (illegible word) were in one or two walls, is not need to paint the room, the rugs were "vandalise" with paint with grease also torn a part was not need to change it, this was the way she told us -- Now the bats, they will send some one to check, with a new adjuster, meanwile times goes by and no rent for us, we are disable and old, with pains but we believed this insurance how us 5 months of rent, are the one that blocked everything and we are not able to go on  with our life and rent. We feel is a elderly abuse and it is the insurance is to slow. Thay did not say to get 2 prices, they call the co - we did not have time to get and paid of the jobs to due. Due the job: you must get paid. So you can paid the work. As I say the insurance co. the co - must response. With the consumer and work, with the consumer is a long time consumer. you shud trust to work with. I have a good agent. [redacted], owner of [redacted] Insurance Agency, [redacted] Boss [redacted] is not so good. 
Sincerely yours [redacted]

...

                                                                 
[redacted]
 [redacted] 
[redacted] 
This letter is in response to a complaint filed on 5/27/2014 by [redacted] regarding a vehicle accident that occurred on 5/24/2014 in [redacted]. 
As of this morning, [redacted] (Nationwide Associate) reached out to [redacted] to discuss the claim status. [redacted] was undecided as to where the vehicle would be repaired.  His main concern is the difference in aftermarket versus OEM parts. He had several estimates completed and OEM part prices were different between the shops. [redacted] understood that he does not carry an OEM endorsement on his policy. He spoke with policy services yesterday to add coverage, but chose not to at this point due to the cost. The issue has somewhat been resolved at this point – we are awaiting [redacted] to make a decision where to repair the vehicle so we can set up a rental. I provided [redacted] my contact information and he will call when he makes a decision. 
Below is a breakdown of events: 
5/24/2014 Date of loss – claim reported at 10pm. [redacted] was set up for a drive-in appointment at [redacted] for 5/27/2014. 
[redacted] (Nationwide representative) spoke with [redacted] on 5/25 to discuss facts of loss and discuss coverage. 
The estimate was completed on 5/27/2014 at 9am and uploaded to Nationwide on 5/28/2014. 
[redacted] contacted Nationwide on 5/27/14 and spoke with several associates regarding rental and then requested that the check be issued to him. [redacted] wanted to bring vehicle in for repair on 5/27/2014 and get into a rental. We had not received a copy of the estimate as of yet and the claim had not been paid. The associate suggested that [redacted] wait until he receives a settlement check so he is able to pay his shop of choice. [redacted] also contacted Nationwide to obtain a rental, but was advised that the rental was for when the vehicle was getting repaired as his vehicle was still drivable. 
The claim was transferred to claim adjuster [redacted] who reviewed the estimate with [redacted] and discussed a two-party check as [redacted] is still making payments on the vehicle. [redacted] requested the check be issued to both him and his lien holder. 
[redacted] contacted [redacted] again on 5/29/14 to discuss OEM part usage. [redacted] was informed that he does not carry this endorsement on his policy and [redacted] contacted Policy Services so they could discuss adding the endorsement for future claims. 
At this point, issue is resolved and awaiting decision from [redacted] for repair facility. 
Thank you, [redacted]
Nationwide Mutual Fire Insurance Company
###-###-####
[redacted]