Nationwide

[redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] This memo is in regards to the response from [redacted] dated 4/17/ [redacted] can contact the [redacted] Department of Insurance (SCDOI) directly, if he would like to file a complaint with their officeThe **DOI will be able to explain the details of the complaint process, including how to submit documentation pertaining to his complaint I trust that I have addressed the issues within [redacted] ’s complaint If I can be of further assistance, please contact me at ###-###-#### Sincerely, [redacted] [redacted]

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

Thank you for bringing this issue to our attention Customer’s Statement of the Problem: A client from Nationwide rear ended our driving school carI have documentation from Nationwide stating it was their faultThey paid for the totaled car; however, I have never received payment for the down time of the carI have sent emails and have had no response.I have personally been in contact with [redacted] as of October 25, and we are working towards a resolution to the aboveI am waiting on documentation from MrBressette to fully shows the loss of income that Drive Smart is claimingIf you require further assistance, please contact our Customer Advocacy Coordinator Joey L***, at ###-###-#### or by email at [redacted] Sincerely, Marialice S [redacted]

I read you finding from your investigation of my concerns as a customer I should have been made aware of the status of my claim without me having to call anyone As a courtesy to your customers a letter, email or simple phone call could have easily been done which would have avoided me from contacting your claims representative If your representative called repeatedly needing information from me, left voice messages but I ignored them and never responded They would not like it one bit and neither do I I do not accept your response letter; it stands to reason that you are covering up for your employee instead of addressing the issue It seems to me that customer service should be the life line of any business without the customer you don’t have a business I demand any apology for no response from your claim representative for ignoring and not responding to any of my phone inquiries concerning the status of my claim Regards, [redacted] ***

As a customer of VPI for years, I wanted to share my dreadful experienceI don't know why I remained with this company for so long, maybe I thought there was hope? I have filed multilple claims with this company to be denied almost every penny for the utmost ridiculous reasonsI purchased the best plan for my dog thinking I would be fully reimbursed for all visits and proceduresMy dog got cancer in June and I submitted a claim for $dollars, and again, it was denied for not having my dogs name on the invoiceI returned the claim (with my dogs name) and a stronly worded letter attachedI finally got some reimbursement and it was only $dollarsI can gaurantee that I was given that very little amount because I warned them I would go to the publc and let them know their fraudulant schemesI recently reviewed VPI's ratings and saw how many consumer affair reports are against themPlease look into this company, they are not practicing better business decisionsUnfortunately, I'm thousands of dollars down due to my monthly premium and my dog has since passed away (8/11/2015)I have nothing to show for it; I cancelled my policiy as of today

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

This letter is in response to the complaint filed with your agency by [redacted] regarding his Automobile policy Our records indicate the policy incepted with a premium amount of $effective August 2, On September 25, 2013, the premium increased $338.10, due to lack of receipt of required Proof of Prior Insurance documentation The premium change was made effective the inception date of August 2, The renewal premium calculated effective February 2, 2014, at a premium of $1, The increase in premium of $was due to the loss of multi-line discount and a rate adjustment implemented by Nationwide in the State of Georgia effective November 25, The multi-line discount was removed due to the lack of a qualifying Nationwide Financial Services’ Life or Annuity policy Effective March 2, 2014, an additional driver, [redacted] was added to the policy which increased the premium $ Unfortunately, we are unable to refund any money back to the customerThe increase in premium was reasonably charged due to the inability to provide a letter of experience to validate proof of insurance from 6/3/to 8/2/2013; an added driver; and the removal of the multi- line discount Please feel free to contact me with any additional questions or concerns

[redacted] [redacted] *** [redacted] ** [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] This letter is in response to the inquiry received from your office on June 12, On May 18, 2014, [redacted] was involved in an accident that resulted in the total loss of his Mazda The Nationwide liability investigation was completed the same day, resulting in finding [redacted] 0% at fault The inspection of the vehicle was done on May 19, and the following settlement information was provided to [redacted] on May 20, 2014: NATIONWIDE / ALLIED RETAIN Actual Cash Value = $3, Condition Adjustment -$ Subtotal ACV = $2, Sales Tax 8.0000% + $ Prorated License Fees + $ Title Fee + $ Gross Settlement = $2, Deductible - $ Net Settlement = $2, OWNER RETAIN Actual Cash Value = $3, Condition Adjustment -$ Subtotal ACV = $2, Sales Tax 8.0000% + $ Pro rated License Fees + $ Title Fee + $ Salvage Certificate + $ Salvage - $ Salvage Sales Tax - $ Final Sales Tax + $ Gross Settlement = $2, Deductible - $ Net Settlement = $1, He agreed to the Nationwide settlement which includes his $deductible that is on his collision coverage on his auto policy If the claimant carrier accepts liability, then we can reimburse the deductible with his settlement The deductible cannot be reimbursed until the claimant carrier has accepted liability On May 23rd, a claim was filed with Anchor General Insurance, the claimant carrier A follwas done on June 5, and June 16, 2014; however, the claimant carrier has not accepted liability [redacted] received the rental vehicle on May 21, and we extended the rental until June 19, when his policy limits were reached If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] , toll-free at ###-###-####, Ext####### or by email at [redacted] Sincerely, [redacted] Nationwide Insurance Company of America Phone: ###-###-#### Email Address: [redacted]

[redacted] >Thank you for your recent inquiry regarding a complaint you received from [redacted] on November 12, 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-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 and September 10, 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, 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 soIf you should have any questions or wish to discuss the matter further, please feel free to call me Regards, [redacted] Office: ###-###-#### Fax: ###-###-####

[redacted] [redacted] *** [redacted] ** [redacted] [redacted] [redacted] *** [redacted] [redacted] *** This letter is in response to the inquiry received from your office on December 10, We are continuing in our efforts to attempt to find coverage for our customer’s loss to her HVAC system We have requested documentation from her on her home warranty policy, which she states she canceled as a result of being offered our Equipment Breakdown endorsement (####) If we can verify that the home warranty policy would have covered her loss, we will extend coverage on a one time basis due to a misunderstanding regarding coverage under our endorsement In response to our request for information, [redacted] has provided a marketing brochure for the home warranty company We have contacted the home warranty company and have been advised that they cannot provide us with any specific information regarding the policy [redacted] had They will however provide the information to [redacted] directly Via [redacted] ***’s insurance agent, we have asked that she follow up with the home warranty company to obtain the needed information We have yet to receive any further documentation from [redacted] *** If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] , toll-free at ###-###-####, Ext ##### or by email at [redacted] Sincerely, [redacted] Western Claims Zone Allied Property & Casualty Insurance Company Phone: ###-###-#### Email Address: [redacted]

[redacted] [redacted] We have reviewed the follow up inquiry from [redacted] concerning her auto policy regarding the Good Student Discount and the money that was in collections for coverage that was provided by AMCO Insurance Company [redacted] advised that she supplied her independent insurance agent the supporting documents for the Good Student Discount (GSD) on her first auto policy: ######## As a good faith gesture, our company has added that discount onto the auto policy effective June 28, By adding this discount, a prorated credit of $is being returned to [redacted] The auto policy ######### effective September 28, was issued with that discount on the policy and it was not removed since our Company previously received the grades Our Company did provide auto insurance coverage for [redacted] from September 28, to November 5, As such, an earned premium amount of $was due to our company based upon the filed and approved rating plan, which [redacted] paid the collection agency If [redacted] can provide documentation that, she had auto insurance with another insurance carrier from September 28, to November 5, 2013, we would be happy to backdate her policy with us, therefore eliminating the earned premium for coverage provided that is compliant with our filed rating plan Thank you for allowing us the opportunity to address [redacted] ’s questions regarding her auto policy If you need additional information or have additional questions regarding this inquiry, please feel free to contact me Thank you, [redacted] Allied Insurance, a member of Nationwide Insurance###-###-#### [redacted]

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

Dear [redacted] This letter is in response to the concerns filed by Alice Maritim regarding the amount due on the cancelled Auto policy The policy renewed November 20th with a premium of $1, This premium divided by six months is $ The [redacted] House Bill requires Nationwide to notify a member days in advance when their EFT automatic draft will increase based on a renewal premium change Since Nationwide's systems don't send bills out days in advance, in this state, the first renewal bill generates for the billed amount of the prior month The prior month’s installment was $ This amount billed due November 20th This billed amount is not 1/6th of the renewal premium which then causes the remaining five months to bill slightly higher since the first month bills for less than 1/6th of the renewal premium The November bill indicated that the EFT amount will increase at the next monthly withdrawal and if there is an objection to the increase and EFT should not occur, to contact the agent, services, or by mail five days before the next EFT is scheduled This information is included on the bill to notify why the next installment will be higher A payment of $was received on November 21st A bill then generated for December 20th, at $which served as the second notification of the increase The policy balance was being divided by five months left to bill Payment was automatically received via EFT for $ Member requested that amount be placed back in her account as she did not approve to draft the higher bill We did not receive notification to stop the draft as indicated on the prior month’s bill; however, servicing obliged and returned the $payment to the member’s bank account The only payment received on the November renewal was $ The member requested the policy be cancelled December 22, Nationwide charged $for coverage from the November 20, renewal to the December 22, cancellation date Therefore, $due for coverage minus $payment equals $still due for coverage The bills are set to be mailed and emailed based on the preferences set on the account We do not have record of any returned mail or returned emails If an email is not deliverable, it is sent back to Nationwide and is automatically documented on the account There is no record of the emailed bill being returned This is valid premium and it was advised to the member we are not able to waive the amount due The member can contact servicing to make payment or contact CCS directly CCS currently handles the collection and does credit report, so it is important that the member make contact with them to know the last day to pay before they report it by calling ###-###-#### We apologize that the member felt our servicing escalation process was not member focused and she had to leave messages for supervisors We are reviewing the calls and will provide feedback on any unreturned calls and the handling of phone calls by servicing Management has gone over the handling of the Office of Customer Advocacy case with the associate who worked it, and discussed the areas of opportunity that were mentioned in the member’s letter Their office goal is to satisfy our member’s needs and they apologize if the expected service was not provided Attachments include Renewal Declaration page, November bill, December bill, Final bill, Balance due notice, billing breakdown If anything additional is needed, please contact [redacted] at or via phone at ###-###-####Sincerely, [redacted] Nationwide ###-###-####

This review is for VPI-Pet Insurance: I have paid over $10,in premiums for my two cats for yearsThey have reimbursed less than 10%They just denied a catastrophic illness claim for one of my cats that they've covered for yearsShe's never been ill! Unfortunately, you don't know how good your insurance company is until you use it....and VPI is criminally horrible!

I am writing in response to the complaint submitted by [redacted] to the Revdex.com on 10/25/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 experienceShe requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely mannerIn 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 handlingOur Compliance Office conducted a through investigation regarding Ms***'s concernsWhile nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standardsDuring conversations with Ms***, 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 itI also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to NationwideAfter our conversations, she was satisfied that her complaint was being properly addressedSincerely, Michael F [redacted] Compliance Consultant Attn: Distribution Compliance One Nationwide Plaza Columbus, OH

We have again reviewed this complaint and our decision has not changed Policy number #######, cancelled on May 15, with an outstanding balance of $ The final balance is correct and warranted The agent operated in due diligence of a potential homeowner policy of which [redacted] was aware, thus a write-off is not a permissible agreement in this matter Based on my review, this inquiry was properly handled However, I am sorry that the outcome was not satisfactory to [redacted] We strive to meet needs, but understand that sometimes we are unable to do soIf you should have any questions or wish to discuss the matter further, please feel free to contact me Sincerely, [redacted] W| ###-###-####

I received an email from Nationwide on April 21, at 4:pm stating that in order to maintain my coverage they needed me to advise if [redacted] & [redacted] were members of my house holdI 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 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 addressesI have the fax confirmation! I then called in and talked to another male, I think his name was [redacted] but I cannot be positiveI 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 ofThey received the information they needed and my policy would be unaffectedWell, I got online to look over my statements today and my policy has been canceledI was NOT notified of thisI called and spoke with [redacted] today and she told me they received what they needed(they received this on MAY 4!!! days before my cancellation) SO WHY HAS IT BEEN CANCELED? And why was I not notified, I have a daughter and a jobI cannot afford to loose my license ESPECIALLY at the expense of someone elseI am beyond lividI am disgusted with how disorganized this company is and the lack of communication is unprofessionalI will never, ever recommend them to anyoneThis is ridiculousAlso, if I had lost my licenseWe would be solving this in front of a judge

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

[redacted] [redacted] *** [redacted] *** [redacted] This letter is in response to your inquiry dated July 30, regarding the cancellation of [redacted] ’s auto policy On July 28, the policy was rejected for insufficient proof of prior insurance for the dates of December 12, to May 02, Review of our records shows [redacted] contacted our Service Department on multiple occasions and was advised to provide proof of prior insurance from November 2, to May 2, 2014; to prevent her policy from being company cancelled effective July 28, [redacted] provided documentation which was forwarded to our Underwriting Department for review to determine if it was sufficient to retain her policy However, on July 30, 2014, the policy was company cancelled effective July 28, due to [redacted] not providing proof of continuous coverage from November 2, to May 2, The Service Department was not advised whether or not the documentation received was sufficient to retain the policy, prior to the policy being cancelled I apologize for the poor time service and for any inconvenience or frustration it may have caused [redacted] She may contact agent [redacted] at ###-###-#### to discuss her coverage options Sincerely, [redacted] ###-###-#### [redacted]

As it shows in the attachement proofi was living at my apartment where the theft occurred in JulyTHats a copy of my apartment paid lease until August which was when I moved to the [redacted] *** residence