Thomas D. Frost Nationwide Insurance

Dear Ms. ***The following is our response to the complaint filed by the above party:Auto Policy # ** * ***Written as a six month policy with automatic renewal as long as premiums paid and insured meets required underwriting guidelines.Original Write Date: 10/09/Cancellation
Date: 5/21// Insured RequestPolicy Reinstatement History Due to Bad / Late Pay:November 5, April 6, June 8, February 3, 2012January 30, (Last cancellation was on 12/8/Cancellation was over days, so we had to get underwriting special permission to reinstate with lapse in coverage).Due to the various cancellation and reinstatements the anniversary date on the policy chanced from October 9th to January 30th.Payment History for Policyholders Last Two Renewals:Renewal effective 5/15/to 11/15/13Premium $1105.20Carry over from prior term $256.68Total six month premium $1356.88Payment due 6/3/paid 7/2/- Warning Notice SentPayment due 8/3/paid 8/26/- Warning Notice SentPayment due 9/3/paid 9/26/- Warning Notice sentPayment due 11/03/- Warning Notice SentRenewal effective 11/15/to 5/15/2104Premium $1116.70Carry over from prior term$$Total six month premium $$Payment due prior term 11/03/paid 11/25/($383.40)Payment due 1/3/- Request month installment of $to bring account back into correct monthly billing cycle.Warning Notice sent 1/8/due 1/26/2014Payment not receivedPolicy cancelled back to 12/8/for nonpayment of premiumEquity in policy earned it from renewal date to cancellation date.Policy Reinstated with Lapse in Coverage / New Policv 1/30/to 7/30/Premium $Underwriting surcharge for cancellation and lapse in coverage $(Applies if policy has experienced three or more lapses within the most recent three year period.Total six month premium $Reinstated with payment due 1/31/- $Premium due 2/28/paid 3/23/2104Premium due 4/30/- Warning Notice Sent 5/23/(directly from company)Warning Notice sent from agency on 5/6/(copy attached)Cancellation requested received from insured to cancel policy effective 5/21/2014, two days prior to company notice for nonpay cancellationCoverage was provided to insured from the last payment on March 23rd, up to his cancellation request. Final bill sent 6/5//amount due $Collection letter sent 6/25/Actually gent to collection on 7/25/2014As indicated in my notes above Mr*** has had a lengthy history of late payment and warning noticesWith each notice I reviewed the account with Mr*** and he advised how to proceedWhich consisted of attempting to collect the past due premium and at time putting the account on hold to give customer additional time to payI would call insured and I save a message sometimes two or more times attempting to get paymentWhen Mr*** advised at one point that he had made a payment and felt he was not given proper credit, he was advised to review his bank statement/account and if in deed check had been cashed by Nationwide he needed to provide a copy of the front and back so we could locate where the money had been appliedHe never did soOur records indicate the last check Mr*** presented to our office was for $and was date January 31, 2014.This check was for his reinstatementAs far as the insured feeling he has been billed double that was a regular occurs due to his late pay and our billing department trying to get him caught upHe was paying a $late fee for every late payment plus a $billing fee and our major concern was to try and alleviate some of his chargesWhen his new agent pulled his prior history for insurance he was still insured with Nationwide, so this may be the reason why the lapse of coverage of 12/8/to 1/30/would not have shown on the loss history reportI have attached copies of the many communications that I have had over the years with the insured, and it clearly shows the paper trail that has been establishedOur goal was to provide prompt and accurate service to our customer and feel that that goal was met.If anything additional please feel free to contact our office.Sincerely*** ***Thomas DFrost Agency

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I'm not arguing that I have a history of late payments although I'm not sure the relevance of that especially when your business directly benefits from my late payments via a late payment fee. You can copy any and all documents that you want but it still doesn't explain how (according to Nationwide records ONLY) I received a lapse in coverage and was forced to pay over-inflated premiums. The shady part of the whole situation is that never in my 10 year history of late payments have I incurred a lapse in coverage but but but suddenly the very next payment after I accused you of misplacing my check under the mountain of paperwork at [redacted]'s desk I receive a lapse??? That doesn't add up. Once I discovered these extreme rate hikes due to my "lapse" I got quotes from 2 other insurance companies and both history searches came back on me as having 10 years continuous coverage yet according to Nationwide and my agent for 10 years I have lapses and was forced into inflated premiums? I think Nationwide raised the rates as a way to make me go away...and...it worked...and I'm glad I did...and so is my budget.Just wanted to be heard...thanks for listening. 
Regards,[redacted]

Review: Shady billing/collection practices...I personally give them a check and it gets misplaced in the mountain of disorganized and overstacked papers on the receptionists' desk. So, who gets penalized and has to pay double the next billing cycle? Me. Then when my 6-month insurance premium suddenly jumps to an absurd $3,000 I am told that my phantom "missed" payment was during a renewal and that caused a lapse in my coverage. Funniest thing is when I finally did cancel my Nationwide insurance and secured new coverage at a much lower rate ($700 per 6 month premium...woot woot!) my new agent did a search and it amazingly and head scratchingly came back as having NO LAPSES and 10 years of...wait for it...wait for it...CONTINUOUS COVERAGE! So, basically my Nationwide insurance company/agent for 10yrs has me at a lapse yet a brand new agent has me as having no lapses? How does that work? Now I have been reported to a collection agency for $687 of coverage that I received prior to cancelling them (that must have been for like one month's coverage given their rate chart). After 10 years never once received a phone call from the agent himself who I also considered a friend. #weakness/whateverDesired Settlement: Nothing. Just want to be heard.

Business

Response:

Dear Ms. [redacted]The following is our response to the complaint filed by the above party:Auto Policy # [redacted]Written as a six month policy with automatic renewal as long as premiums paid and insured meets required underwriting guidelines.Original Write Date: 10/09/2004 Cancellation Date: 5/21/2014 / Insured RequestPolicy Reinstatement History Due to Bad / Late Pay:November 5, 2007 April 6, 2010 June 8, 2011 February 3, 2012January 30, 2014 (Last cancellation was on 12/8/2013. Cancellation was over 30 days, so we had to get underwriting special permission to reinstate with lapse in coverage).Due to the various cancellation and reinstatements the anniversary date on the policy chanced from October 9th to January 30th.Payment History for Policyholders Last Two Renewals:Renewal effective 5/15/13 to 11/15/13Premium $1105.20Carry over from prior term $256.68Total six month premium $1356.88Payment due 6/3/2103 paid 7/2/2013 - Warning Notice SentPayment due 8/3/2103 paid 8/26/2013 - Warning Notice SentPayment due 9/3/2013 paid 9/26/2013 - Warning Notice sentPayment due 11/03/2013 - Warning Notice SentRenewal effective 11/15/2013 to 5/15/2104Premium $1116.70Carry over from prior term$$383.40 Total six month premium $$1501.10 Payment due prior term 11/03/2013 paid 11/25/2013 ($383.40)Payment due 1/3/2014 - Request 2 month installment of $372.57 to bring account back into correct monthly billing cycle.Warning Notice sent 1/8/14 due 1/26/2014Payment not received. Policy cancelled back to 12/8/2013 for nonpayment of premium. Equity in policy earned it from renewal date to cancellation date.Policy Reinstated with Lapse in Coverage / New Policv 1/30/2014 to 7/30/2014 Premium $1117.70 Underwriting surcharge for cancellation and lapse in coverage $935.50 (Applies if policy has experienced three or more lapses within the most recent three year period.Total six month premium $2053.00 Reinstated with payment due 1/31/2014 - $200.00 Premium due 2/28/2014 paid 3/23/2104Premium due 4/30/14 - Warning Notice Sent 5/23/2014 (directly from company)Warning Notice sent from agency on 5/6/2014 (copy attached)Cancellation requested received from insured to cancel policy effective 5/21/2014, two days prior to company notice for nonpay cancellation. Coverage was provided to insured from the last payment on March 23rd, up to his cancellation request. Final bill sent 6/5/2014 /amount due $687.82 Collection letter sent 6/25/2014 Actually gent to collection on 7/25/2014As indicated in my notes above Mr. [redacted] has had a lengthy history of late payment and warning notices. With each notice I reviewed the account with Mr. [redacted] and he advised how to proceed. Which consisted of attempting to collect the past due premium and at time putting the account on hold to give customer additional time to pay. I would call insured and I save a message sometimes two or more times attempting to get payment. When Mr. [redacted] advised at one point that he had made a payment and felt he was not given proper credit, he was advised to review his bank statement/account and if in deed check had been cashed by Nationwide he needed to provide a copy of the front and back so we could locate where the money had been applied. He never did so. Our records indicate the last check Mr. [redacted] presented to our office was for $200.00 and was date January 31, 2014.This check was for his reinstatement. As far as the insured feeling he has been billed double that was a regular occurs due to his late pay and our billing department trying to get him caught up. He was paying a $10.00 late fee for every late payment plus a $5.00 billing fee and our major concern was to try and alleviate some of his charges. When his new agent pulled his prior history for insurance he was still insured with Nationwide, so this may be the reason why the lapse of coverage of 12/8/13 to 1/30/2014 would not have shown on the loss history report. I have attached copies of the many communications that I have had over the years with the insured, and it clearly shows the paper trail that has been established. Our goal was to provide prompt and accurate service to our customer and feel that that goal was met.If anything additional please feel free to contact our office.Sincerely[redacted]Thomas D. Frost Agency