Nationwide

I have reviewed this claim file and would like to address Ms. [redacted]’s concerns. Ifadditional information is required, please do not hesitate to let me know.
Our insured, Erin [redacted] reported this claim through the internet on the evening ofNovember 1, 2016 for the water damage...

to their home that occurred earlier that day. Theclaim was subsequently assigned to Nationwide claims adjuster, Sarah C[redacted] on November2, 2016, who attempted to contact Ms. [redacted], and left a message for a return call. Tohelp mitigate the water damages, Nationwide Insurance assigned [redacted], one of Nationwide Insurance’s On Your Side Property Repair Vendors onNovember 2, 2016 who started the mitigation of cleaning and drying out Ms. [redacted]’sresidence. Ms. C[redacted] spoke with Ms. [redacted] on November 3, 2016 regarding the claim.At that point, Ms. [redacted] requested a hotel and boarding for their pets, as during themitigation process an antimicrobial was sprayed in the home. Ms. C[redacted] approved this. Anestimate for the repairs to the home was completed by [redacted] onNovember 10, 2016. At this point, Mr. and Ms. [redacted] decided that they did not want touse [redacted] for the repairs to their home. As the damages werefairly significant, Ms. [redacted] found some additional damages that Ms. C[redacted] added to theestimate.
The check was issued on November 22, 2016 for $18,875.82 for the repairs to thehome. Ms. [redacted] also sent in pictures, receipts, and a list of personal property that weredamaged. An estimate for these items was completed on November 16, 2016.
After the personal property estimate was complete, and the revisions were made to the estimate fordamages, a check was issued to Mr. and Ms. [redacted] on November 23, 2016 for $1982.70.
A check was also sent to [redacted] for the mitigation process onNovember 23, 2016 for $6,520.70.
At this time, I have spoken with Ms. [redacted] regarding payments issued for mitigation,repairs and the damage to the personal property. Once the repairs have been completed,Nationwide Insurance will release the recoverable depreciation. Mr. and Ms. [redacted] areaware of the documentation that they need to send in to verify repairs have been completed.
If you have any additional questions, please contact [redacted]Angela S[redacted] at ###-###-#### or [redacted]
Sincerely,Jared C[redacted]

My car was a total loss after a driver on a temp permit barrelled into it (she thought her car was in reverse but it obviously wasn't). The girl who caused the accident is insured with [redacted]. NAI is in a HUGE rush to get my car into the scrap yard. They are NOT even offering me a fair price for it. What is their rush ... are they making money on this or something? Plus, I have a $500 deductable... why in the heck would they even recommend I settle with NAI v. going with [redacted]. Also, I informed this total loss specialist (Jerrica) that I had just put 4 new tires on this car and she told me to submit that receipt before they sent the payout value ... but she emailed the payout value to my husband and not to me ... what the heck? She sent me the email to turn over the title to them. I feel like she is trying to pull a fast one on me and take advantage of me. We thought that Nationwide was "on our side" but it seems like Nationwide is on their own side in this instance.

Thank
you for notifying us of your complaint. We strive to provide our customers with
the best possible service, and when they feel that it fails 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
and I’ve reviewed this complaint with several others that were involved with
your service work at [redacted] Dr.
I
reviewed this with our service dispatcher and our Service Manager when I read
this on Monday morning. After we had several lengthy conversations over your failed
service request it came down to a few different things that happened. I can
point my finger at several situation that caused this situation but it all
comes down to we dropped the call for your Friday afternoon service request. I
sincerely apologize to you for this situation. On behalf of our service
dispatcher they had every well intention to meet that promise on Friday and had
a technician dispatched to your home as promised. The problems occurred after
the call was given out and we are looking into that problem.
On
Saturday the dispatcher talked with you and again we were ready to send a
technician out that day but there was a problem with the proper ladder to gain
access to your roof. On Monday 5/11/15, as our conversation continued with you,
we are scheduled again to complete this service.
The
report back from our service technician on what he found was a problem at the
unit on your roof. The problem was in no way related to our work from three
years ago. It appears another contractor must have been involved and left this
issue.
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.

I am writing in response to the supplemental complaint submitted by [redacted] to the Revdex.com of Columbus, Ohio.[redacted] has indicated in his supplemental complaint that he feels a month of his insurance should be paid, his down time should be paid, and the insurance company should takeresponsibility for the used fifth wheel on his vehicle if a loss were to occur. 
As stated in the original letter dated December 30, 2014 there will be no consideration for payment of ** [redacted]s insurance premium as ** [redacted] maintained their policy.Their will be no consideration for payment of ** [redacted]s downtime. This coverage is not available and no premium was paid for such coverage. Nor will be their any consideration for adelay in repairs, locating of parts, or receipt of such parts.
National Casualty Company will not assume the responsibility of ** [redacted], or any other entity, for their use or operation of any fifth wheel. ** [redacted]s damaged fifth wheel, fromtheir loss, was indemnified as required by the policy with materials of like, kind, and quality for the actual cash value of the damaged property.
Should you have additional questions or inquiries, please please contact our Customer Relations Coordinator, Janice Kleinhans, toll-free at ###-###-####, ext. #####, direct at ###-###-####, or by email at [redacted]
Attached please find our company's follow up response to this complaint

Dear [redacted]
 
We are writing in response to your follow-up inquiry into [redacted]’s claim.  We understand that [redacted] has a roofing company who has informed her that she has hail damage to her roof.  As we stated in our last response we had an independent structural engineering firm inspect [redacted]’s roof on September 30, 2014.  The structural engineer did not find any hail damage to [redacted]’s roof.  This information has been provided to [redacted]. 
If [redacted] would like to have a structural engineer inspect her roof and provide that information to us we could reconsider our position. 
Thank you for providing us with the opportunity to review the claim. 
Sincerely,
 
[redacted] Nationwide Affinity Insurance Company
Phone: ###-###-####
[redacted]

This is in response to the follow up inquiry of December 16, 2016.
The check was issued on December 7, 2016 and was cleared by our bank on December 13, 2016.With regards to the loss of use, we explained to [redacted] on December 2, 2016, that we would accept 75% responsibility for the rental. She indicated her vehicle was drivable, and would not need a rental until it was placed in for repairs. We contacted her again on December 21, 2016, and she both confirmed she had received the check, and that she had not scheduled the vehicle for repairs yet. We advised her to contact us when she has scheduled repairs, and we would arrange the rental.
Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, [redacted] at ###-###-#### or via email at [redacted]
Sincerely, David [redacted]

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

[redacted]                 [redacted]      
[redacted]                 [redacted]
[redacted]       [redacted]             
This letter is a response to the complaint filed by [redacted] regarding his Automobile policy with your agency. The balance for the policy as of February 7, 2014 equaled $465.64. Nationwide sent a payment notification in the amount of $232.82 due to draft on March 3, 2014. We received a payment of $232.82 on that day. Subsequently, the policy cancelled by request, effective March 3, 2014, and $313.39 was credited to the billing account for unearned premium leaving a credit of $80.57. The credit of $80.57 was refunded on March 10, 2014.
Automobile policy premiums are calculated on a six-month policy term. The charges to cover the upfront expenses involved in issuing the policy are spread throughout the entire six-months. When a policy is cancelled at the customers' request prior to the six-month renewal date, the upfront costs incurred by Nationwide are charged. The short rate charged when canceling a policy before the end of its term is developed from a chart supplied to all insurance companies from the North Carolina Rate Bureau. All of Nationwide’s rating plans are filed in compliance with the North Carolina Department of Insurance.
Included is a copy of Endorsement 3458A (see attached), which is included with the policy jacket that was sent to [redacted] at the time of inception. Please refer to page 5, under General Provisions, which states that if the named insured cancels the policy, the premium owed or premium refund will be calculated according to the short rate provisions contained in our manuals. Endorsement 3458 is reflected on the bottom of the customer’s declaration pages (see attached).
We regret that we could not provide desired outcome. Nationwide is a business whose future depends upon the satisfaction of our customers. You can rest assure that we strive to provide our customers with the highest quality service.
Sincerely,
[redacted]
[redacted]
Nationwide Insurance Companies
###-###-#### Ext.######
Email: [redacted]

my car was not suppose to be taken because I was not behind on payments. I was unaware of the check being issued until I wanted my tags of my car. My car was stolen and everything has reflected that.
Regards,
[redacted]

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

  
[redacted]   [redacted] 
Thank you for your recent inquiry regarding a complaint you received from [redacted].  As Claim Manager, I have reviewed this claim file and would like to address [redacted]’s concerns in regards to the handling of his claim under his own personal automobile policy. If I do not provide the information you need for this matter, please do not hesitate to let me know.
My understanding is [redacted] does not feel his claim has been thoroughly investigated. The liability claim [redacted] is referring was handled out of our North Carolina office in which Claim Manager, [redacted] has addressed.  [redacted] was traveling on behalf of his employer at the time of loss and his medical bills are being paid through the WC compensation insurance.  Should [redacted] incur medical expenses that are not compensable under the WC claim, then we would provide Medical Payments coverage up to the limit of $5,000 under his personal automobile insurance policy.   I have left a message and sent email to [redacted] to call me to discuss his concerns.  [redacted] is on vacation this week.  I am waiting to hear back from him to be sure his other concerns regarding his out of pockets have been addressed.  My follow up is set for Monday. I will mail you an addendum once I hear from him.
Should you have additional questions or wish to discuss, please do not hesitate to call.
Sincerely,
[redacted]
 [redacted]
###-###-####
Email: [redacted]

This letter is in response to the concerns filed by [redacted] regarding the Smart Ride Discount andadditional discount Mr. [redacted] feels is still owed on the policy.
In review of the Smart Ride Discount that is being received on policy [redacted], Mr. [redacted] iscorrect that the...

discount is not showing a full 40% decrease on the Chevrolet for Bodily Injury,Property Damage, and Collision coverage or the full 26% discount on these coverages for the GMClisted on the Auto policy.Per the Smart Ride emails that are sent weekly to Mr. [redacted] and the Smart Ride Website, as well asthe Nationwide email confirming the Smart Ride discount completion that was sent:
“Your final discount will be applied at your next policy renewal. Discount amount listed is anapproximation and does not apply to all coverage elements. Actual savings will vary based on yourpolicy coverage selections and rating factors.”
The discount amount will not translate into a flat percentage off the final premium as it does notapply to all coverages or policy administration fees. The discount is applied to Bodily Injury,Property Damage, Medical Payments, and Collision based on the rating sequence.
As an example, if the base premium for a coverage is $1,000.00 and a 9% discount for Multi-Policy,40% discount for SmartRide, and a 15% discount for Accident Free is being applied, the premium iscalculated by applying one discount at each step as shown below.
If the discounts were applied as a flat percentage, the discounts added together would be 64%; ifthis was applied to the base premium of $1,000; this would make the final premium $360.00 not$464.10.
Regarding the concern of the premium appearing to be $44.00 more that it should be; after theSmartRide Discount is applied in the rating sequence the policy administration fee is applied andthen term adjustment factor is applied.
If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]
Sincerely,Jennifer C[redacted]

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

[redacted]
[redacted]
[redacted]
[redacted] 
Called [redacted] at ###-###-####, We agreed to settlement of $812.57. The vehicle is currently located at her grandfathers [redacted]. She is going to get plates in the morning and then we can pick up. I emailed her a UPS label to return her title to us:
Hello [redacted] -
Here is the UPS label to return your title and payment information to me.
We will get the vehicle picked up in the next few days and should be able to issue payment as soon as we get your title.
Thank you,
[redacted]
I advised we should be able to settle by end of week if paperwork returned and vehicle picked up.
She agreed.
Claim opened and assigned to [redacted]

Had an auto loan and paid off.
Nationwide Bank has sent a Title with the previous lien holder name on it ([redacted]).
when I went to DMV to register,DMV said "NO" they can't accept as the title has [redacted] but not Nationwide bank.
Called 30 Times (15 times people hang up for no reason,call waiting times have been at east 15 times each time when I called.
Finally I was able to get hold of some one on the call [redacted]), luckily this gentleman provided his direct number for any questions in this process but I called at least 12 times and left a voice mail every time but unfortunately I have no luck this time too.
Trying to reach Nationwide Bank and every time I will be forwarded to this loan department but I have hard time getting my title.
LASTLY my car registration is expiring next week and I can't even drive my car..
LOYAL,DISAPPOINTED NATIONWIDE CUSTOMER
[redacted]

Thank you for your recent inquiry regarding a complaint you received from [redacted]. Below is the information we gathered regarding this case. If I do not provide the information you need for this matter, please do not hesitate to let me know.
Our records indicate, on February 14, 2015,...

Mr. [redacted] called the [redacted] Agency to add a 2005 Subaru to his policy. After being quoted several deductible amounts and the corresponding premium increases, Mr. [redacted] advised he could not afford the additional premium to add comprehensive and collision coverage to his policy. He then told his agent he wanted liability only for the Subaru. The vehicle was then added per his request.On May 18, 2015, several weeks after being in an accident, Mr. [redacted] called the [redacted] Agency and spoke with office manager [redacted] about the coverage he had on the Subaru. During this conversation Mr. [redacted] was advised it was their practice when quoting or adding vehicles, to give several options but it is ultimately their choice which coverage they purchase. Also discussed was the coverage on his 2003 Dodge. Mr. [redacted] was offered a $1000 deductible on this vehicle to which he declined advising he had to speak with his wife before making the decision.
During our investigation into this matter, no error was found. Lack of the offer of coverages to an insured does not constitute an error. Mr. [redacted] did not request additional quotes for other deductibles for collision and we found the [redacted] Agency followed their normal procedure of discussing the available options with Mr. [redacted]. After being told by Mr. [redacted] he could not afford additional premium and he wanted liability only for the vehicle, the vehicle was added as requested.
Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call Betsy S[redacted] at ###-###-#### or email her at[redacted]
Sincerely,
Derrick H[redacted]###-###-####

[redacted] ** [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] 
 Complete the enclosed  request...

form to To help us finalize your Injury claim as quickly as possible, please complete and
your claim return the enclosed form.
Claim details
Insurer: Nationwide Mutual Insurance Company
Policyholder: [redacted]
Claimant: [redacted]
Claim number: ############
Loss date: 09-1 0-2013
What you need to do
Please complete and sign the enclosed Full and Final Release of All Claims form
and return It to me by mall at One Nationwide Gateway Dept. [redacted]
[redacted]
 as soon as possible.
For help when you need It
Thank you for your help in resolving this claim as quickly as possible. If you have
any questions or concerns, please contact me at ###-###-#### or
[redacted]
Sincerely,
[redacted]
Nationwide Mutual lnsurance Company
[redacted]
[redacted]
[redacted]
Ohio law requires the following: Any person who, with intent to defraud or knowing that he/she Is
facilitating a fraud against an Insurer, submits an application or files a claim containing a false or
deceptive statement Is guilty of Insurance fraud.

I have had the displeasure of working with the [redacted]A agency, as part of nationwide, three times now.
In the first, I was sold a renters insurance, with itemized coverage for extra photo gear, as well as auto insurance. The deal was ok and I specifically checked all itemized photo gear would be covered. When I asked about the laptop and PC gear I was told it was part of the renter's insurance (FALSE: only theft, fire) already.
I had some items priced WAY lower than value, no options, due to age. I had some items that when died (PC monitor) from overheating, aren't covered; and I've been run around for MONTHS by this agency, with adjustors and agents not returning calls or emails. I'm putting up this review to try to save others from dealing with [redacted]; don't do it. Check reviews, go with your gut; it's a snow job.

I am writing in response to the complaint submitted by [redacted] to the Revdex.com on 10/25/2016. She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer...

service that she experience. She requested to be reimbursed for the amount that she could have  gained had the IRA rollover been invested in a timely manner. In addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handling. Our Compliance Office conducted a through investigation regarding Ms. [redacted]'s concerns. While nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.
During conversations with Ms. [redacted], I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address it. I also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to Nationwide. After our conversations, she was satisfied that her complaint was being properly addressed.
Sincerely,
Michael F[redacted]
Compliance Consultant
Attn: Distribution Compliance 
One Nationwide Plaza
Columbus, OH 43215

Thank you for your recent inquiry regarding a complaint you received from [redacted]. As Material Damage Manager, 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.Please be advised that the policy number that was attached to this complaint was incorrect and the policy that this claim was handled under is listed above.
[redacted] had a personal lines auto policy with us at the time of this loss.
The concern regarding the claim being a not at fault loss and it being reported on [redacted]’s driving record
A claim was reported to us on January 22, 2014. The facts of loss as reported stated V1, [redacted]’s, struck a stationary object. Our claims adjuster reached out to [redacted] and she indicated she did not wish to pursue a claim through us so the claim was closed without payment. As there were no payments issued on the claim, we did not deem this a chargeable loss.
In reviewing this complaint, I reached out to the [redacted] Bureau of Motor Vehicles and spoke with [redacted] at ###-###-####. [redacted] advised they get their information from police reports regarding fault. [redacted] reviewed the information they have for this loss and indicated there was a police report which indicated it was a single vehicle loss. The description was: “unit 1 backing, struck a pole/parking barrier.”
If there is an error on the police report that led to the State of [redacted] being notified [redacted] was at fault, she would need to contact the police department and amend the report.
Based on my review, this claim was properly handled. However, I am sorry that the outcome was not satisfactory to [redacted]. 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 contact [redacted], Office of [redacted] at ###-###-#### or email her at [redacted]
Sincerely,[redacted]Nationwide###-###-####[redacted]

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

[redacted] called [redacted] and explained that the Nationwide policy for [redacted]r was canceled prior to her motor vehicle accident and therefore there is no coverage for this loss. [redacted] understood after [redacted] explained this in detail to [redacted] and she expressed an understanding. [redacted] advised [redacted] to call her insurance company [redacted] and make sure they understand this as well.  [redacted] asked for [redacted] to please call me back if she needs anything further.
[redacted]Casualty Claims Manager

I reviewed the response made by the business in reference to complaint ID
[redacted], and find the resolution is satisfactory to me. Although when
[redacted] said that "I was hesitant in
allowing Nationwide to move my vehicle" she is completely wrong. I have
never spoken to [redacted], and yes,
I did want my claim to be settled by those at fault. Why would I
want a damaged car on 3 wheels sitting in front of my house for 3 weeks? I had
called both [redacted] & [redacted] multiple times on getting the car removed
from the property, only to get some kind of run around.
Regards,
[redacted]