[redacted] This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy [redacted] When the policy renewed on July 16, 2017, a premium of $1,was billed to the account, as wellas a $auto theft state feeOn July 13, 2017, a $installment fee was billed to the account,increasing the premium to $1,A statement was then mailed on July 13, 2017, informing that apayment of $would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business dayThe payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $installment fee was charged to the billing account, which increased thepremium owed to $1,A statement was mailed on August 14, 2017, informing that a paymentof $would be deducted from the bank account on September 6, 2017, or the next businessdayThe payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $installment fee was charged to the billing account, which increasedthe premium owed to $1,A statement was mailed on September 12, 2017, informing that apayment of $would be deducted from the bank account on October 6, 2017, or the nextbusiness dayThe payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccountThis resulted in an overpayment of $58.53, which was refunded to Ms [redacted] ’s bankaccount.The following information is from Mrs [redacted] ’s Agent Mark S [redacted] regarding the cancellation andrefund issued to Ms [redacted] :Ms [redacted] called in on 10/3/and spoke with Joleen in our office to request the cancellation of herpolicyJoleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms [redacted] on 10/11/17, she said she had not received the cancellation form tosignI verified the address, and resent the cancellation formI said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation requestAs of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms [redacted] on 10/11/at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to herI then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business daysI called Ms[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/at 12:34PM, Ms [redacted] called in to see what the result of the refund process wasbecause the amount refunded was far less than she expectedI told her I will call [redacted] to find outand get back to her.On 10/13/at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should beI spoke to [redacted] , and she said when Ms [redacted] hadcalled in directly back in October to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms [redacted] back on 10/13/at 1:05PM about the refund issuesI explained what [redacted] hadtold me and why she was not getting the amount back she was expectingI told her that she was theone who had called in directly to [redacted] , and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collectedShe wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this wayI told her that being older and a woman has absolutely nothingto do with thatI gave her the phone number for [redacted] and her policy number for her to call.The total term amount owed for the policy from July 16, to October 3, 2017, including fees, was$The final payment that was drafted from the account in the amount of $on October9, paid for the earned premium up to the cancellation date of October 3, The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms [redacted] ’s bank account from which the automatic draftswere takenAll unearned premium was refunded to the accountFurthermore, an error has beenidentified in the handling of the policyWhen the Agency was informed of Ms [redacted] ’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms [redacted] to reimburse her for the $56.00.If you require further assistance, please contact Angela S [redacted] , at ###-###-####or by e-mail at [redacted] Sincerely,George K [redacted] cc:Enclosures:
After receiving and reviewing the response from Nationwide I dispute their claim in that they failed to offer any proof to support their accusations.I offered my signed and dated contract which clearly states my monthly payment amount as well as my bank statementsI immediately called Nationwide Ins(I would request they turn over the recorded conversation from my call to their office.) Where the rep clearly stated that she would put the form in the mail and all I had to do is sign itNo form was ever recieved and subsequently in Jan my Ins premium doubledThe only reason I changed my ins coverage was because my rate went up so I went online for a cheaper quote in that I live on SSso I am on a budget and I got stuck with a bunch of crooks who not only stole my money but ruined my credit.They say they mailed them (just like the old saying) check is in the mail and I say I responded by call themThis proof is in their recorded conversation, where they clearly state all conversations are recorded to protect your rights.(Request a supeona for tape)I've offered proof by contract agreement as well as bank statements and from their response by the Suzana K [redacted] , Rep for Nationwide, she should do her job a little better and check all the records and not just the one's they stick in a file.Sorry about all the sarcasmNo offense meant and I thank you very much for your assistance in this matter.Respectfully submitted [redacted]
I am writing in response to the complaint received today regarding Ms***’ checking account with Nationwide Bank, and funds that have been held in the account.In reviewing Ms***’ account, I find that as of today’s date, we have reached the ten-day required hold time prior to account closure As Ms***’ payroll direct deposit was posted within that time frame, the deposit became part of the balance that was restrictedWith that a request has been submitted to close all accounts that Ms [redacted] holds with Nationwide Bank, with a check to be mailed to the address we have on fileThat check will be mailed no later than February 14, Ms [redacted] will also receive, in a separate mailing, a letter confirming the account closuresWe ask that our customers allow seven to ten business days to receive any item or items that are mailed.I certainly regret the unfortunate timing that resulted in delaying the availability of Ms***’ payroll deposit.Sincerely,
I have reviewed the above reference complaint and would like to respond.Ms [redacted] completed an application for insurance coverage with Nationwide Non-Standard at 6:54AM on April 18, under policy # [redacted] Ms [redacted] then filed a claim for a hit and runaccident that she advised occurred around 10:AM on that same dayWhen Ms [redacted] filed theclaim, the application for policy # [redacted] had not been approved or processed by our UnderwritingdepartmentAs the new policy was not in our system, the Customer Service representative filed theclaim under a policy Ms [redacted] had with Nationwide in 2015, policy # [redacted] .Claims adjuster [redacted] spoke with Ms [redacted] less than two hours after the claim was filedand advised Ms [redacted] that policy # [redacted] had cancelled effective May 5, At this time, Ms[redacted] did not make any mention of a policy application for policy # [redacted] with Nationwide andstated to Ms [redacted] that she had Allstate insuranceMs [redacted] advised for Ms [redacted] to file theclaim with her Allstate policy since she was advised that policy was active at the time of loss.On April 19, 2016, the associate received an alert that there was a new policy, policy # [redacted] Ms[redacted] then called Ms [redacted] to advise of the active policy and took a recorded statement inregards to the facts of lossI reviewed the recorded statement and Ms [redacted] asked all of theappropriate questions necessary to complete an investigation.On April 25, 2016, the payment to instate policy # [redacted] was returned for non-sufficient funds andpolicy # [redacted] was cancelled back to inceptionI advised Ms [redacted] that policy # [redacted] wascancelled back to inception and there was no coverage for this lossMs [redacted] advised that whenshe was told policy # [redacted] was cancelled during her initial conversation with Ms [redacted] , shecalled her bank to stop the payment that she had made to instate policy # [redacted] I explained toMs [redacted] that she was not advised to stop the payment and in doing so, policy # [redacted] cancelled back to inception.In conclusion, our investigation revealed that there was no coverage for this date of loss under policy# [redacted] or policy # [redacted] and the claim was denied due to lack of coverage.If you require further assistance, please contact our [redacted] , Lance R***,at ###-###-#### or by email at [redacted] .Sincerely,Dudley S [redacted]
I am writing in response to Ms [redacted] ’s complaint regarding her requests for a Loan Modification regarding the property referenced in her complaint [redacted] ***.Per the attached response provided by Nationwide Advantage Mortgage Company dated march 29, 2016, the property in question is not eligible for Loan Modification in part because the mortgage loan is secured by a property that does not serve as her principal residenceAccording to FHA guidelines, only an owner occupied residence may be considered eligible for Loan ModificationAdditionally, the response offers information regarding the Right to Appeal, but requires that the appeal be delivered in writing to: Nationwide Advantage Mortgage Company, [redacted] not later than April 12, To this date, a formal appeal has not been received and the right to appeal has therefore expiredI am very sorry that I am unable to offer further assistance in this matterSincerely,Anne C [redacted]
To whom it may concern: This letter is in response to the complaint filed with your agency by [redacted] regarding the homeowner policy of [redacted] Our records indicate the policy was written with an effective date of May 25, The policy was cancelled on January 20, 2017, with an effective date of January 14, 2017, at the request of the Member Nationwide received a signed cancellation request for the policy on January 18, 2017, with an effective date listed for the cancellation of January 14, Nationwide completed the cancellation of the policy on January 20, A refund of $calculated on the cancelled policy on January 23, The refund was issued on January 24, to [redacted] ***, Apt ***, Vienna, VA The check has yet to be cashedNationwide will stop the payment of the original refund and reissue a second check If the address for the refund should be different from the one listed above, please adviseIn addition to the issue noted above with regard to the premium reimbursement, Mrs [redacted] also noted that a claim was still pending with Nationwide from a loss that occurred on 6/8/16.In that loss, a large bathroom mirror had fallen from the wall in the [redacted] ’s apartment and caused $in damages to personal propertyNationwide had processed this loss as a 1st party claim and settled with the [redacted] ’s for $as their $Homeowner policy deductible in effect for their residence was applied to the final settlementThe [redacted] ’s unit Apartment [redacted] bathroom had been remodeled in January and it was apparent from this June loss that the bathroom mirror had not been properly secured to the wall at the time of the remodelingBased on this finding under strict liability, we submitted a subrogation demand to the [redacted] ’s building owner, DBA “The [redacted] ” and requested 100% reimbursement of the personal property damage and included the [redacted] ’s deductible in this $demandA representative of the building management group named [redacted] , initially communicated that the building owner would be reimbursing Nationwide for these damages, but after several months of contact with building management there are yet to be a payment received by Nationwide We can completely understand the [redacted] ’s frustration with the delays in reimbursement of their $deductible and since we have had no cooperation from the building owner to date we have recently decided to elevate this recovery pursuit to a dedicated collections entity (handling matter at this time) to prompt final resolution of this pending recovery pursuit against [redacted] ownership If you should have any other requests or questions, please do not hesitate to contact usSincerely, Colleen F*, Senior AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseNationwide
Standard vs non standard was not discussed At no time during my acceptance of a new policy was I told that it would be covered with anyone other than NationwideNationwide wrote the policy, my payments are being sent to Nationwide not Titan Regards, [redacted] ***
An email was sent to Mr [redacted] this morningThe appropriate department has been notified to remove his information from the "Do Not Call List"Thank you [redacted] [redacted] Dear [redacted] :Thank you for contacting Nationwide to request that we add your phone number to our Do Not Call List.We have processed your request effective 11/04/2016, the date we received your notification.Our phone lists are prepared in advance, please allow approximately days for your information to be completely removed from our listsIf you need additional help or have any questions, please contact me directly and reference Nationwide OCR Ref # [redacted] Sincerely, [redacted] Nationwide InsuranceCustomer Advocacy Coordinator
January 11, [redacted] ** [redacted] Dear [redacted] :On October 20, a claim was reported to Nationwide Mutual Insurance Company (Nationwide)concerning an automobile accident occurring on this date.Named Insured, [redacted] ***, was operating a [redacted] [redacted] , a listed vehicle under NationwidePolicy Number [redacted] The claimant, [redacted] , owns a [redacted] On October20, 2015, [redacted] was traveling westbound on [redacted] Road attempting a left turn onto [redacted] when he pulled into the path of [redacted] , who was traveling eastbound on [redacted] RoadThisaction caused the right front corner of [redacted] ’ vehicle to strike the right rear side of [redacted] vehicle.Nationwide paid [redacted] ’ damage estimate of $5,($3,of this were for parts) plus $444.17in rental costs.On/around October 22, 2015, prior to repairs being completed, Nationwide received notice that [redacted] was also making a Diminished Value ClaimThe Diminished Value Claim was assigned toadjuster [redacted] [redacted] arranged for a post-repair vehicle re-inspection, which wascompleted on/around December 3, [redacted] provided a copy of the vehicle title/registration aswell as diminished value appraisal report obtained through [redacted] ( [redacted] ).The appraisal report through [redacted] indicates that no actual inspection was performed; rather, theyreviewed the materials provided by [redacted] [redacted] opined that the pre-loss fair market value for thesubject vehicle was $47, [redacted] further stated they "do not assess the quality and thoroughness ofthe repairs....only diminishment relating to stigma has been assigned a dollar value in this report"Thereport also lists several factors which potential buyers may consider important if they know the vehiclehas been involved in an accidentThese again relate to the 'stigma' referenced and speak in generalitiesand hypothetical situations only; there is nothing specific to this particular claim and/or vehicleIt'simportant to note that 'stigma' and generalities are speculative and do not prove a diminution in valueclaim without evidence of a reduction in the vehicle's actual cash value before the accident and afterrepairsThe [redacted] report also references vehicles with a similar year/make/model; however, all havediffering mileage than that of the subject vehicle [redacted] goes on to claim that the post-accident fairmarket value is $38,and further alleges that due the accident, the vehicle's value has diminished by20% or $9,There has been no documentation provided that would support these figures and/oropinion.Furthermore, [redacted] has alleged that this accident has caused his vehicle to sustain accelerateddepreciation, and has further alleged that a reasonable person will not pay the same price for awrecked/repaired vehicle as they would for one with no prior damage history [redacted] has not providedany documentation to support his statements and/or opinionsIt should also be noted that during thepost-repair inspection, it was discovered that the [redacted] ' vehicle sustained additional {unrelated}damage due to a subsequent accident/incident.The measure of damages for diminution in value in Ohio is the difference in actual cash value (not tradein or resale value) before an accident and after repairsThe information [redacted] has provided is notbased on a difference in actual cash valueFurthermore, in Ohio, a claimant recovering both the cost ofrepairs and the residual diminution in value is not entitled to recover damages in excess of the vehicle'sgross diminution in valueIn addition, [redacted] has suggested that the accident will negatively impactthe vehicle's traand/or resale value; however, as noted above, diminished value is not based ontraor resale value.Taking into consideration the aforementioned information, the damages sustained, repairs made, as wellas the vehicle's age, mileage and overall condition, we have extended a good faith offer of $1,toresolve [redacted] ’ diminished value claim; [redacted] has rejected this offer at this time.Nationwide would be pleased to consider any new information [redacted] would like to provide to supporthis claimIf you have any additional questions please contact Angela S [redacted] , Customer RelationsCoordinator, Office of the Customer Advocacy at ###-###-#### or [redacted] Respectfully,Wendy K [redacted] Claims ManagerNationwide PCIO | MidWest Operations | Material Damage [redacted] ***C ###-###-#### | F ###-###-#### [redacted] Office of Customer Advocacy | [redacted]
I am writing in response to the above referenced claim filed by [redacted] Ms [redacted] has issues with the repair estimate written for her vehicle by Nationwide claims associate Catherine R*** On June 10, 2015, Nationwide claims associate, Catherine R***, met with Ms [redacted] at her residence and wrote a damage estimate for her Pontiac Montana Catherine reviewed the estimate with Ms [redacted] and provided her with two copiesCatherine explained to Ms [redacted] that one copy was for her and the other was to give to the repair shop of her choiceCatherine explained the repair and rental processes and that Ms [redacted] will be provided a rental vehicle while her van is in the shop for repairs Catherine told Ms [redacted] that if the shop finds additional damage or cannot repair her vehicle properly based on the estimate, the shop would contact Catherine and it would be addressed as a supplement estimate Catherine issued a check to Ms [redacted] for the amount of the repair estimate Later that day, Ms [redacted] went to [redacted] and asked Mr [redacted] to write an estimate on her vehicle After Mr [redacted] wrote an estimate, Ms [redacted] showed Catherine’s estimate to him Mr [redacted] explained the supplement process to Ms [redacted] and that he has worked with Catherine previously and any additional repairs would be addressed At no time did Catherine R [redacted] contact Mr [redacted] to have him adjust his estimate as Ms [redacted] alleges Ms [redacted] was not denied a rental vehicle There is a note in the file by Enterprise Rent a Car employee, [redacted] , on June 10, that Catherine R [redacted] set up a rental for Ms [redacted] It is Nationwide’s position that if [redacted] or any other shop finds additional damage to Ms [redacted] ’s Pontiac or cannot properly repair it based on Catherine’s estimate, they can contact her and Ms***’s vehicle will be repaired to the condition it was in prior to the accident If you have any further questions please feel free to contact me Sincerely, Mike M [redacted] PH ###-###-#### E-mail: [redacted]
I am writing in response to Mr [redacted] 's camplaint regarding his recent experience with an automobile applicationwith Nationwide Bank.The loan application was originally submitted online on March On March 31, Nationwide Bank requested viaernail to Mr, [redacted] , a copy of tha title to confirm the VIN and seller nameIn the absence of a title, a documentfrom the existing lender providing the complete and correct VIN and the name of the seller would be satisfactotory.On April 6, Mr [redacted] contacted Nationwide Bank to check on the status of his loanHe was advised that ourunderwriting team was still waitlng for the title informationMr [redacted] contends that he did not receive the Marchemail requesting the information.Mr [redacted] was advised at that time of the documentation that was required to proceed with his loan request andhe was given a fax numberMr [redacted] took steps to confirm the fax number and found it to be incorrectHecalled Nationwide Bank again, and was given a similar fax numberMr [redacted] contacted the seller of the vehiclerequesting the documentationHe called back on April to confirm that documents had been received, and wastold that they had notBecause he had been given an incorrect fax number originally, he called Nationwide Bankagain to confirm the fax numberHe was advised that the number provided was incorrect, and gave yet anotherfax number.The seller's bank did provide documentation which included the full and correct VIN and the name of the seller.However, the VIN shown in that document did not match the VIN included in the loan applicationAn incorrectVIN had been entered during the initial applicationDue to system constraints at Nationwide Bank, a new loanapplication would need to be submitted, using the correct VIN in order to proceed with the loan request.At that time, Mr [redacted] chose not to proceed with his application with Nationwide Bank, and has since obtainedfinancing elsewhere.Sincerely,Anne C [redacted]
Thank you for your recent inquiry regarding correspondence you received from [redacted] We are aware of Mr [redacted] ’s concerns and feel we have been diligent, respectful and professional in considering and addressing all The cloths and shoes in question were cleaned with Mr [redacted] ’s consent by qualified, professional vendors with expertise in water and fire restoration Upon completion, the [redacted] s questioned whether the items had been properly restored We met the [redacted] s at the vendor location and inspected the items in question with them There was not a consensus agreement between the parties regarding the articles in question In an effort to resolve the matter, we had the [redacted] s select a sampling of items they felt were not properly restored and had them sent to the International Textile Analysis Laboratory for testing They performed “chemical, Spectra-Light multi-spectrum tests (including ultra-violet light), high-powered microscopic examinations, colorfastness, stability, as well as other extensive and complete testing of all components” All results and testing did not show “any water damage, mold or mildew, odor, chemicals, residues or foreign soils” Furthermore, these tests revealed that the items tested did not exhibit any of the problems or concerns expressed by the [redacted] s, which were specifically that the items had “a change in appearance and were ruined” The analysis found there was “no evidence of any local or dimensional changes.” The testing also found there was “no evidence of fabric weakening, fabric damage or texture change fading or discolorations associated with heat, water, smoke or professional cleaning” They also opined that all the items tested had been “properly handled in restoration and is presently in the condition that it was in prior to any smoke exposure” Their final conclusion for the items tested state they did not find any stains or residue or odor in the items tested from causes such as fire, fire suppression, water, smoke, special chemical odor- removal treatments or any other cleaning compounds” They also found that the tests did not indicate the articles had been “shrunk, distorted, damaged, discolored or has any color or texture changes from exposure to smoke or any recent professional fire restoration care procedures” These results were shared with the [redacted] s The [redacted] 's are not in agreement with the results, but have not provided any physical evidence, or qualified analysis, to support their position Mr [redacted] has subsequently provided opinions by various other vendors and we have reviewed each and respectfully followed up on all In short, the [redacted] s appear to simply desire to have items replaced despite the lack of evidence or qualified opinions to justify and support doing soMr [redacted] also alleges Nationwide Mutual Fire Insurance Company has not “allowed for the replacement of our property without us supplementing the funds with barrowed money” We disagree and deny we have not properly applied the [redacted] 's coverage in this case Nationwide Mutual Fire Insurance Company has properly and promptly paid the [redacted] s per the provisions of their policy of insurance and will continue to do so We strive to meet our customer’s needs and expectations while enforcing the terms and conditions of their contract We also understand that despite our sincere efforts to assist, 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 Thank you for bringing this matter to our attention Sincerely, Shea S [redacted]
Tell us why here...August 23, [redacted] [redacted] ** [redacted] [redacted] ** [redacted] [redacted] ** *** [redacted] Dear [redacted] : This is in response to the inquiry received for the above policyholder and his automobile policyIn [redacted] inquiry, he stated three concerns regarding his prior automobile policy with our Company: he was required to insure his spouse, his policy was cancelled without a reason of explanation and he received a bill for $three months after the policy cancelledBelow I will address each concern [redacted] has not disclosed to our Company that he is married and he was rated as single on his automobile policy Through claims frequency, it was discovered that [redacted] has access and/or possession of [redacted] ’ [redacted] Since [redacted] *** is frequently driving or in possession of the vehicle, our Company guideline is to rate her as a driver on the policy In the event that [redacted] is his spouse, our guidelines also require all spouses to be rated on the automobile policy [redacted] states he did not receive a reason of explanation on why his policy was being cancelledOn April 5, 2016, a Notice of Non-Renewal was mailed to [redacted] stating his policy was being cancelled due to February 22, and July 28, claims [redacted] automobile policy is a semi-annual policyThe policy billed on an installment account together with a property policy with payments due on the 10th of each month The premium for [redacted] ’ automobile policy was $from November 10, to May 10, Additional, $in late fees and $in installment fees were charged to the account for the most recent policy term totaling a charge of $for the entire November 10, to May 10, termNationwide received total payments in the amount of $ Of the payments received $was applied to the propery policy and $1,applied to the automobile policy leaving a balance due of $on the automobile policy A complete history of the premium charged and payments received has been enclosed A final bill was mailed to [redacted] on April 5, stating the $was due by May 10, When the payment was not received a second notice was mailed to [redacted] on May 11, 2016, stating the $was still due for insurance coverage provided up to May 10, The notice states the payment was due by June 9, and if not received, a collection agency may contact him Thank you for the opportunity to review our business handling of the insured’s personal property policyIf you require further assistance, please contact our Customer Relations Coordinator, Kirsandra C [redacted] , at ###-###-#### or by email at [redacted] Sincerely, Bridget MD***Compliance Specialist###-###-#### Ext [redacted] Enclosures:Notice of Non-RenewalFinal BillPayment Notice
In regards to the collection amount due for the Auto policy: · On December 22, 2014, a bill was sent to the customer and due on January 27, (see attached) · Since a payment was not received, a Notice of Cancellation was sent on February 3, 2015, with a policy cancel date of February 20, (see attached)The amount on the notice was $ · The policy cancelled effective February 20, 2015, and a collection letter was sent to the cancelled member on February 27, 2015, informing them of an unpaid balance due after cancellation for the Auto policyThe amount on the notice was $1,(see attached) · On June 4, 2015, the insured’s wife called in about the collectionShe stated the policy was supposed to cancel in December of 2014, and that her husband had called to cancel, however there was no documentation on the policy or account about a call to cancelHowever, there was a call by the wife to verify billing information on December 2, The member advised that they obtained other insurance with ***She was advised that if she could email a declarations page, we would be happy to backdate the cancellation · On June 4, 2015, a call was made to the insured but there was no answer, so a voicemail was left to have her call the Service Center back The message stated that we received the declarations for ***, and it would take a couple days for the policy to adjust · Documentation shows calls were made to the insured on June 4, 2015, July 7, and July 9, · Declarations were received and the policy was adjusted to cancel effective January 17, 2015, and the unearned premium in the amount of $was credited to the policy balance leaving a total balance due of $A voicemail was left on July 9, advising of the amount due We will not be able to remove the collection, because bills and notices were sent, and no payments were made toward the balanceOnce the collection amount of $is paid in full, we will be happy to update Credit Control Services (CCS) regarding the adjustment and that payment was made so that the collection may be closed To arrange a payment, please contact our Customer Service Center at ###-###-####Once a payment is made we will update Credit Control Services (CCS) We hope that this satisfies your request If you have any further questions or concerns, please contact State Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted] Sincerely, [redacted] – CSSS Customer Resolution and Response Nationwide ###-###-#### [redacted]
there are several points Nationwide tries to make that are and extraordinarily misleading Let me outline some confusing things that Nationwide sets forth in their purposefully confusing explanation This is clearly an effort to make this issue go away Since I won't permit them to defraud other consumers, let me take a moment to highlight some obvious problems with their explanation Webster's dictionary defines the word 'processed' as "to subject to or handle through an established, usually routine set of procedures (process insurance claims) that lead to a result[i]" By this widely accepted definition from a trusted source, the "processing of a claim" means that the claim follows a series of steps or procedures that lead to a result of either being paid or denied Nationwide claims that they received and processed the claim in days How is that possible since the claim was not denied until July 21? The claim that they processed the claim in three days is completely FALSE They take a small bit of information and manipulate it to look how they want it to lookIf the claim was in fact, "processed" in three days, how is it that the claim was still active and being worked on right through May, June, and July? And even after CLAIMING that they processed this claim in three days, they go on to say that they hadn't actually issued a decision on the claim until July and outline the dates that things happened They claim they did the right thing in one breath, and tell you that they did not do the right thing in the next breath This is an ongoing theme with Nationwide I have only been a customer since April and I already know this What is this May date they speak of? I was never told anything about an additional waiting period for DENTAL No one ever mentioned that DENTAL and MEDICAL were separated and never referred to the two separately There is no separation in the policy for dental and the premiums I paid were for MEDICAL This was inclusive of DENTAL and there was no additional waiting period So how is the date of May even significant? The rep I spoke to on the phone on July did not know what the date of May meant or why it was mentioned She had to put me on hold and ask a supervisor She had no explanation for the May date or what it meant Where did it come from? What does it mean? They claim that "Because a dental cleaning had been done, future claims may be eligible after May 24, 2016." I again ask, why May 24? What does that mean? And anyone can tell you that they will DENY any claim relating to her teeth now that they termed her periodontitis as preexisting What they really mean to say here is, "Future claims can be sumitted after May 24, but will be DENIED and NEVER PAID, because we said she has preexisting disease The claim that Nationwide never delayed a claim is FALSE Clearly, as I outlined in my initial complaint, the claim was left to sit until I made contact and started asking questions as to why it was still pending The only actions that took place came after I either called in or made email contact asking about the status of the claim How many coincidences should be believed? Every time I asked about the claim, the very next day, some action was taken on it And then it was left to sit longer The fact is that the claim was submitted on May 10, and was not finalized as denied for payment until July There is no defense for the timeline The claim was not processed in days, it was PENDED for decision in days and Nationwide proceeded to delay making a decision made to pay or not pay for a total of days with a series of delaying tactics that are total nonsense When I called in on June to as(k why no decision had been made after the medical records had been in the hands of Nationwide for three weeks, I was told that the department was "backed up and has not been able to review the records as quickly as usual." Really? There were four doctor visits in my pet's voluminous records It takes five minutes to look the few pages over and figure out whats going onOf course, when you are trying to delay payments and are looking for reasons to deny claims, I understand completely why it would take longer Amazingly, as usual, the day after my phone call, a letter stating an additional days would be needed to review the claim So I am surprised that Nationwide would LIE and say that they processed the claim in days, after they issued a letter, days into the claim process (May to June 15=days), saying that ANOTHER days would be needed So much for the day claim of Nationwide's Further, the Vet did not diagnose her with gastroenteritis (a viral stomach disorder that causes vomiting) or an upper respiratory DISEASE Nationwide DIAGNOSED my animal with these illnesses for purposes of intentional exclusion if I were ever to bring my animal in for treatment of these, or ANY OTHER illnesses My cat did NOT have GREEN DISCHARGE requiring medical treatment, did not have VOMITING requiring medical treatment Nationwide is taking ANY WORDS in the medical record and making them exclusions- whether or not they actually exist or were a problem But then according to them, they can confabulate, invent, or claim ANY ILLNESS was preexisting within the UNETHICAL and IMMORAL wording of their policy They state that "a preexisting condition means ANY condition that began, was contracted, manifested, or incurred within TWELVE MONTHS of the effective date of this policy or during any waiting period, WHETHER OR NOT THE CONDITION WAS DISCOVERED, DIAGNOSED, OR TREATED..." Under this definition, ANY ILLNESS will be excluded by Nationwide as preexistingThe only things Nationwide will pay are injuries that occur to a part of the body that has never had anything wrong with it, because otherwise they will claim it was part of a preexisting weakness or injury that occurred and is PREEXISTING This type of policy is FRAUDULENT and MISLEADING to the consumer Anything to not pay a claim Anything, whether immoral, already outlawed in treatment to humans, or misleading to the customer Along these same lines, Nationwide would say that words in the medical record such as "the feline was breathing heavy" would mean that she has a respiratory disease Or "feline was fearful of staff" would mean that the cat has some kind of preexisting psychiatric problem or organic brain disorder or disease Or "feline sneezed" (once) would mean that the cat now has a preexisting allergy or preexisting respiratory disease- from a single sneeze .Nationwide looks to take words in medical records out of context and turn the into any kind of possible diagnosis that they can count as a preexisting condition that they can exclude.In the 1980's and 1990's, in the infancy of human HMO's, insurance companies tried the same thing that Nationwide is doing with its pet insurance Finding any sneeze and calling it preexisting respiratory disease A day where a child vomited twice and calling it preexisting gastroenteritis A doctor who asks "how is the baby doing overall," and when the mother says, "sometimes she has a stuffy nose," the insurance company says there is preexisting respiratory disease This is exactly what Nationwide has done with pet insurance Take note that the HMO's attempts to make anything outside of breathing preexisting was met with legislation that outlawed the practice Obviously, we need tighter laws surrounding the pet insurance industry, because Nationwide is doing the same thing Shame on you Nationwide I will make sure that I pass along my experience with Nationwide to all pet owners I know Take some free marketing advice, Nationwide should change their catch phrase to: Any preexisting condition Any word, anywhere, about anythingWe can and will find itAnything to not pay a claimThat's our Nationwide promiseTruth in advertising, right? Nationwide continues to lie and deny Regards, [redacted]
Our office spoke to this policyholder on December 1, She informed us she was the owner of the vehicle on policy # [redacted] (No, I actually called because I spoke with somebody prior to that day who gave me a quote for a policy in just my name, and she advised me that she would refer my quote to the local agent and provided me with contact infoNationwide was advised I, [redacted] , was the owner of the Cadillac the day it was added in 2012)We wrote a spinoff policy December 2, with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother ***The Application is in Docu Vault but it is unsignedThe application was sent to her by email in December of and again in May of (This is not trueThe application was sent to me for the first time in May I never received a copy of the application prior to that, definitely not in December When I spoke with [redacted] I asked him why I never receive it in December and he advised me “It must have got stuck in my outbox and was never sent” and that is verbatimThe policy was written correctly but sometimes we spinoff policy, the named insured while in processing at nationwide switches back to the named insured on the prior policy(If this was the case then how come my name was left off the policy as a driver when it was rewritten or the “spinoff” was made? Because [redacted] was listed a policy holder AND the only driver on the policy until I had to call back to add myself) While in Nationwide processing the new policy was placed back in her mother’s nameWe are able to correct this but would need the signed applicationMs [redacted] has still not signed the application to correct the named insured error(This is because I cannot sign something I do not agree to, and Nationwide/ [redacted] will not correct the errors)Our system reflects that on December 1, the policy was bound in [redacted] ’s nameI have already mentioned this to Nationwide because we have seen this error beforeNationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy)(Is this spinoff policy mandatory when someone is leaving a parents policy or is this something that is done to make it easier for the agency to process and the reason I ask is because I requested my mother’s policy be cancelled (which she agreed to) and a NEW policy be opened in my name.) The address on both of these policies is the sameAll Declaration Pages have been sent to the [redacted] addressI feel Ms [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident(This is 100% true, there were several errors made by Mr [redacted] and leaving rental coverage off was one of themI feel he didn’t pay attention to my needs as a customer and instead made it easy for himself and completed the “spinoff”policy and matches coverage on my mother’s previous policyWhen I asked for my own policy, a new policy, I asked for rental coverage.) We only need the signed application returned to us in order to place [redacted] as the named insured on the policy(When I spoke with [redacted] he advised me that they would not cover my claim for my accident if I did not sign the application and practically begged me to sign the application and back-date the application to December 2nd I feel he did this to try to cover his own behindNationwide still covered my claim with no issueWhen I asked him why the error had not been fixed since it was a system error and I actually and truly am the policy holder, he responded “I don’t know ***”At that time I was responded “well it seems like you don’t know much” the reason I responded that way was because none of my questions were being answered and I personally felt like I was being lied to and deceived in order for him to cover up his own mistakesMs [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a CadillacShe replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle(No, the Audi did not replace the Cadillac, the Audi was added in addition to the Cadillac, and at this time I asked for Nationwide to match the coverage to my Cadillac because I was under the impressions that Mr [redacted] had performed his job properly and added the appropriate coverage that I requestedShe never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted] (Correct, I did not have rental coverage previously on the Cadillac when the policy was in my mother’s name, but at the time of the “spinoff” when I asked for a new policy I requested rental coverage, so Mr [redacted] is absolutely rightRental coverage was not put on the new “spinoff” policy because Mr [redacted] failed to do so after it was requestedThere were never any notes or questions about rental coverage(This is because all the notes are from Mr [redacted] and he did not add what I requested and just processed a “spinoff’ and called it a nightI remember the day it was done because I was working the night shift, so it was later in the evening and he seemed to be in a rush because he wanted to get out of the office.) Ms [redacted] has received all Declaration Pages and no rental coverage is listed(The coverage would not be listed because it was never added, and these Declarations were addressed to my mother, [redacted] , there is no telling what she does with her mail.) No communication was made with our office after the conversation on December 1, when her spinoff policy was made effectiveMs [redacted] has no documentation where she requested this coverage that I am aware of(No, I do not have any documentation where I requested the coverage, how could I? Any documents that I have are from Nationwide or [redacted] Agency and they are full of errorsAlso, I actually did have to call back but I did not speak with the local agency I spoke with NationwideI called them because I noticed the policy was in ***’s name and I called to advise then of the error and they advised me because I was or under and at the same address of my mother then they could just add me as a diver and I would be coveredThe whole reason for me to switch the policy was because of the pricePrior I was paying around $a month, but when I was quoted for a policy in my name alone it was around $So, at the time I spoke with Nationwide to avoid further confusion and having to go through the quote process and having the policy rewritten again the agency and I agreed to leave it as is so long as I was coveredThe agent wanted to make it “easy for me”Had I known that this would have come back to bite me in the butt I would not have taken advice from a representative of the company, a skilled and trained Nationwide agent, and I would have had the error corrected.)
Thank you for your recent inquiry regarding a complaint you received from our insured [redacted] We strive to provide quality service while conforming to the expectations of our customer and all regulations Ms [redacted] had a water loss on March 22, The water escaped from a pipe in a chase wall on an exterior bathroom The water leaked down from the upstairs chase wall down into the living and dining area below requiring repair to the walls, ceiling and floor A containment area was created to limit dust and disturbance to the other areas of the home during the drying and remediation process On 4/30/Ms [redacted] called our Customer Advocacy Center and stated she was unhappy that she was not placed in a hotel during her repair process and also that she was unhappy with the restoration company because they had not placed all her belongings back in the proper locations in the home I notified the restoration company who responded and moved the contents into the areas she requested and we also discussed the considerations for additional living accommodations I explained that while she does have coverage for ALE it was not initiated because the damages were limited to areas of the home that could be contained to prevent as much disturbance as possibleI spoke with her and explained that ALE (Additional Living Expenses) is cost incurred In her situation as explained, she did not need nor was required to stay in a hotel and the cost was not incurred No payment can be made since no cost was incurred I also apologized for any inconvenience that the loss and repairs caused her and for the issues with the general contractor who needed to return to properly move articles to her desired areas of the home Ms [redacted] commented of a fall that was documented in her complaint to have occurred on May 5th The fall was never reported to Nationwide but rather to the contractor, [redacted] , following the completion of the restoration The work was completed and a final walkthrough was held on 4/21/ After the completion of the work Ms [redacted] contacted the contractor and said she had tripped on the new carpet It was determined that there was no installation issues with the new carpet but possibly tripped because the carpet was new I will include a copy of the estimate and photos in this response If there are any additional questions or concerns please feel free to call my office at ###-###-#### Sincerely, Warren Y [redacted] [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***
[redacted] This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy [redacted] When the policy renewed on July 16, 2017, a premium of $1,was billed to the account, as wellas a $auto theft state feeOn July 13, 2017, a $installment fee was billed to the account,increasing the premium to $1,A statement was then mailed on July 13, 2017, informing that apayment of $would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business dayThe payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $installment fee was charged to the billing account, which increased thepremium owed to $1,A statement was mailed on August 14, 2017, informing that a paymentof $would be deducted from the bank account on September 6, 2017, or the next businessdayThe payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $installment fee was charged to the billing account, which increasedthe premium owed to $1,A statement was mailed on September 12, 2017, informing that apayment of $would be deducted from the bank account on October 6, 2017, or the nextbusiness dayThe payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccountThis resulted in an overpayment of $58.53, which was refunded to Ms [redacted] ’s bankaccount.The following information is from Mrs [redacted] ’s Agent Mark S [redacted] regarding the cancellation andrefund issued to Ms [redacted] :Ms [redacted] called in on 10/3/and spoke with Joleen in our office to request the cancellation of herpolicyJoleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms [redacted] on 10/11/17, she said she had not received the cancellation form tosignI verified the address, and resent the cancellation formI said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation requestAs of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms [redacted] on 10/11/at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to herI then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business daysI called Ms[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/at 12:34PM, Ms [redacted] called in to see what the result of the refund process wasbecause the amount refunded was far less than she expectedI told her I will call [redacted] to find outand get back to her.On 10/13/at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should beI spoke to [redacted] , and she said when Ms [redacted] hadcalled in directly back in October to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms [redacted] back on 10/13/at 1:05PM about the refund issuesI explained what [redacted] hadtold me and why she was not getting the amount back she was expectingI told her that she was theone who had called in directly to [redacted] , and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collectedShe wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this wayI told her that being older and a woman has absolutely nothingto do with thatI gave her the phone number for [redacted] and her policy number for her to call.The total term amount owed for the policy from July 16, to October 3, 2017, including fees, was$The final payment that was drafted from the account in the amount of $on October9, paid for the earned premium up to the cancellation date of October 3, The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms [redacted] ’s bank account from which the automatic draftswere takenAll unearned premium was refunded to the accountFurthermore, an error has beenidentified in the handling of the policyWhen the Agency was informed of Ms [redacted] ’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms [redacted] to reimburse her for the $56.00.If you require further assistance, please contact Angela S [redacted] , at ###-###-####or by e-mail at [redacted] Sincerely,George K [redacted] cc:Enclosures:
After receiving and reviewing the response from Nationwide I dispute their claim in that they failed to offer any proof to support their accusations.I offered my signed and dated contract which clearly states my monthly payment amount as well as my bank statementsI immediately called Nationwide Ins(I would request they turn over the recorded conversation from my call to their office.) Where the rep clearly stated that she would put the form in the mail and all I had to do is sign itNo form was ever recieved and subsequently in Jan my Ins premium doubledThe only reason I changed my ins coverage was because my rate went up so I went online for a cheaper quote in that I live on SSso I am on a budget and I got stuck with a bunch of crooks who not only stole my money but ruined my credit.They say they mailed them (just like the old saying) check is in the mail and I say I responded by call themThis proof is in their recorded conversation, where they clearly state all conversations are recorded to protect your rights.(Request a supeona for tape)I've offered proof by contract agreement as well as bank statements and from their response by the Suzana K [redacted] , Rep for Nationwide, she should do her job a little better and check all the records and not just the one's they stick in a file.Sorry about all the sarcasmNo offense meant and I thank you very much for your assistance in this matter.Respectfully submitted [redacted]
I am writing in response to the complaint received today regarding Ms***’ checking account with Nationwide Bank, and funds that have been held in the account.In reviewing Ms***’ account, I find that as of today’s date, we have reached the ten-day required hold time prior to account closure As Ms***’ payroll direct deposit was posted within that time frame, the deposit became part of the balance that was restrictedWith that a request has been submitted to close all accounts that Ms [redacted] holds with Nationwide Bank, with a check to be mailed to the address we have on fileThat check will be mailed no later than February 14, Ms [redacted] will also receive, in a separate mailing, a letter confirming the account closuresWe ask that our customers allow seven to ten business days to receive any item or items that are mailed.I certainly regret the unfortunate timing that resulted in delaying the availability of Ms***’ payroll deposit.Sincerely,
I have reviewed the above reference complaint and would like to respond.Ms [redacted] completed an application for insurance coverage with Nationwide Non-Standard at 6:54AM on April 18, under policy # [redacted] Ms [redacted] then filed a claim for a hit and runaccident that she advised occurred around 10:AM on that same dayWhen Ms [redacted] filed theclaim, the application for policy # [redacted] had not been approved or processed by our UnderwritingdepartmentAs the new policy was not in our system, the Customer Service representative filed theclaim under a policy Ms [redacted] had with Nationwide in 2015, policy # [redacted] .Claims adjuster [redacted] spoke with Ms [redacted] less than two hours after the claim was filedand advised Ms [redacted] that policy # [redacted] had cancelled effective May 5, At this time, Ms[redacted] did not make any mention of a policy application for policy # [redacted] with Nationwide andstated to Ms [redacted] that she had Allstate insuranceMs [redacted] advised for Ms [redacted] to file theclaim with her Allstate policy since she was advised that policy was active at the time of loss.On April 19, 2016, the associate received an alert that there was a new policy, policy # [redacted] Ms[redacted] then called Ms [redacted] to advise of the active policy and took a recorded statement inregards to the facts of lossI reviewed the recorded statement and Ms [redacted] asked all of theappropriate questions necessary to complete an investigation.On April 25, 2016, the payment to instate policy # [redacted] was returned for non-sufficient funds andpolicy # [redacted] was cancelled back to inceptionI advised Ms [redacted] that policy # [redacted] wascancelled back to inception and there was no coverage for this lossMs [redacted] advised that whenshe was told policy # [redacted] was cancelled during her initial conversation with Ms [redacted] , shecalled her bank to stop the payment that she had made to instate policy # [redacted] I explained toMs [redacted] that she was not advised to stop the payment and in doing so, policy # [redacted] cancelled back to inception.In conclusion, our investigation revealed that there was no coverage for this date of loss under policy# [redacted] or policy # [redacted] and the claim was denied due to lack of coverage.If you require further assistance, please contact our [redacted] , Lance R***,at ###-###-#### or by email at [redacted] .Sincerely,Dudley S [redacted]
I am writing in response to Ms [redacted] ’s complaint regarding her requests for a Loan Modification regarding the property referenced in her complaint [redacted] ***.Per the attached response provided by Nationwide Advantage Mortgage Company dated march 29, 2016, the property in question is not eligible for Loan Modification in part because the mortgage loan is secured by a property that does not serve as her principal residenceAccording to FHA guidelines, only an owner occupied residence may be considered eligible for Loan ModificationAdditionally, the response offers information regarding the Right to Appeal, but requires that the appeal be delivered in writing to: Nationwide Advantage Mortgage Company, [redacted] not later than April 12, To this date, a formal appeal has not been received and the right to appeal has therefore expiredI am very sorry that I am unable to offer further assistance in this matterSincerely,Anne C [redacted]
all I ask that they call my agent and get her view of this unethical act Regards [redacted]
To whom it may concern: This letter is in response to the complaint filed with your agency by [redacted] regarding the homeowner policy of [redacted] Our records indicate the policy was written with an effective date of May 25, The policy was cancelled on January 20, 2017, with an effective date of January 14, 2017, at the request of the Member Nationwide received a signed cancellation request for the policy on January 18, 2017, with an effective date listed for the cancellation of January 14, Nationwide completed the cancellation of the policy on January 20, A refund of $calculated on the cancelled policy on January 23, The refund was issued on January 24, to [redacted] ***, Apt ***, Vienna, VA The check has yet to be cashedNationwide will stop the payment of the original refund and reissue a second check If the address for the refund should be different from the one listed above, please adviseIn addition to the issue noted above with regard to the premium reimbursement, Mrs [redacted] also noted that a claim was still pending with Nationwide from a loss that occurred on 6/8/16.In that loss, a large bathroom mirror had fallen from the wall in the [redacted] ’s apartment and caused $in damages to personal propertyNationwide had processed this loss as a 1st party claim and settled with the [redacted] ’s for $as their $Homeowner policy deductible in effect for their residence was applied to the final settlementThe [redacted] ’s unit Apartment [redacted] bathroom had been remodeled in January and it was apparent from this June loss that the bathroom mirror had not been properly secured to the wall at the time of the remodelingBased on this finding under strict liability, we submitted a subrogation demand to the [redacted] ’s building owner, DBA “The [redacted] ” and requested 100% reimbursement of the personal property damage and included the [redacted] ’s deductible in this $demandA representative of the building management group named [redacted] , initially communicated that the building owner would be reimbursing Nationwide for these damages, but after several months of contact with building management there are yet to be a payment received by Nationwide We can completely understand the [redacted] ’s frustration with the delays in reimbursement of their $deductible and since we have had no cooperation from the building owner to date we have recently decided to elevate this recovery pursuit to a dedicated collections entity (handling matter at this time) to prompt final resolution of this pending recovery pursuit against [redacted] ownership If you should have any other requests or questions, please do not hesitate to contact usSincerely, Colleen F
*, Senior AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseNationwide
Standard vs non standard was not discussed At no time during my acceptance of a new policy was I told that it would be covered with anyone other than NationwideNationwide wrote the policy, my payments are being sent to Nationwide not Titan Regards, [redacted] ***
An email was sent to Mr [redacted] this morningThe appropriate department has been notified to remove his information from the "Do Not Call List"Thank you [redacted] [redacted] Dear [redacted] :Thank you for contacting Nationwide to request that we add your phone number to our Do Not Call List.We have processed your request effective 11/04/2016, the date we received your notification.Our phone lists are prepared in advance, please allow approximately days for your information to be completely removed from our listsIf you need additional help or have any questions, please contact me directly and reference Nationwide OCR Ref # [redacted] Sincerely, [redacted] Nationwide InsuranceCustomer Advocacy Coordinator
January 11, [redacted] ** [redacted] Dear [redacted] :On October 20, a claim was reported to Nationwide Mutual Insurance Company (Nationwide)concerning an automobile accident occurring on this date.Named Insured, [redacted] ***, was operating a [redacted] [redacted] , a listed vehicle under NationwidePolicy Number [redacted] The claimant, [redacted] , owns a [redacted] On October20, 2015, [redacted] was traveling westbound on [redacted] Road attempting a left turn onto [redacted] when he pulled into the path of [redacted] , who was traveling eastbound on [redacted] RoadThisaction caused the right front corner of [redacted] ’ vehicle to strike the right rear side of [redacted] vehicle.Nationwide paid [redacted] ’ damage estimate of $5,($3,of this were for parts) plus $444.17in rental costs.On/around October 22, 2015, prior to repairs being completed, Nationwide received notice that [redacted] was also making a Diminished Value ClaimThe Diminished Value Claim was assigned toadjuster [redacted] [redacted] arranged for a post-repair vehicle re-inspection, which wascompleted on/around December 3, [redacted] provided a copy of the vehicle title/registration aswell as diminished value appraisal report obtained through [redacted] ( [redacted] ).The appraisal report through [redacted] indicates that no actual inspection was performed; rather, theyreviewed the materials provided by [redacted] [redacted] opined that the pre-loss fair market value for thesubject vehicle was $47, [redacted] further stated they "do not assess the quality and thoroughness ofthe repairs....only diminishment relating to stigma has been assigned a dollar value in this report"Thereport also lists several factors which potential buyers may consider important if they know the vehiclehas been involved in an accidentThese again relate to the 'stigma' referenced and speak in generalitiesand hypothetical situations only; there is nothing specific to this particular claim and/or vehicleIt'simportant to note that 'stigma' and generalities are speculative and do not prove a diminution in valueclaim without evidence of a reduction in the vehicle's actual cash value before the accident and afterrepairsThe [redacted] report also references vehicles with a similar year/make/model; however, all havediffering mileage than that of the subject vehicle [redacted] goes on to claim that the post-accident fairmarket value is $38,and further alleges that due the accident, the vehicle's value has diminished by20% or $9,There has been no documentation provided that would support these figures and/oropinion.Furthermore, [redacted] has alleged that this accident has caused his vehicle to sustain accelerateddepreciation, and has further alleged that a reasonable person will not pay the same price for awrecked/repaired vehicle as they would for one with no prior damage history [redacted] has not providedany documentation to support his statements and/or opinionsIt should also be noted that during thepost-repair inspection, it was discovered that the [redacted] ' vehicle sustained additional {unrelated}damage due to a subsequent accident/incident.The measure of damages for diminution in value in Ohio is the difference in actual cash value (not tradein or resale value) before an accident and after repairsThe information [redacted] has provided is notbased on a difference in actual cash valueFurthermore, in Ohio, a claimant recovering both the cost ofrepairs and the residual diminution in value is not entitled to recover damages in excess of the vehicle'sgross diminution in valueIn addition, [redacted] has suggested that the accident will negatively impactthe vehicle's traand/or resale value; however, as noted above, diminished value is not based ontraor resale value.Taking into consideration the aforementioned information, the damages sustained, repairs made, as wellas the vehicle's age, mileage and overall condition, we have extended a good faith offer of $1,toresolve [redacted] ’ diminished value claim; [redacted] has rejected this offer at this time.Nationwide would be pleased to consider any new information [redacted] would like to provide to supporthis claimIf you have any additional questions please contact Angela S [redacted] , Customer RelationsCoordinator, Office of the Customer Advocacy at ###-###-#### or [redacted] Respectfully,Wendy K [redacted] Claims ManagerNationwide PCIO | MidWest Operations | Material Damage [redacted] ***C ###-###-#### | F ###-###-#### [redacted] Office of Customer Advocacy | [redacted]
I am rejecting this response because: Regards, [redacted] ***
I am writing in response to the above referenced claim filed by [redacted] Ms [redacted] has issues with the repair estimate written for her vehicle by Nationwide claims associate Catherine R*** On June 10, 2015, Nationwide claims associate, Catherine R***, met with Ms [redacted] at her residence and wrote a damage estimate for her Pontiac Montana Catherine reviewed the estimate with Ms [redacted] and provided her with two copiesCatherine explained to Ms [redacted] that one copy was for her and the other was to give to the repair shop of her choiceCatherine explained the repair and rental processes and that Ms [redacted] will be provided a rental vehicle while her van is in the shop for repairs Catherine told Ms [redacted] that if the shop finds additional damage or cannot repair her vehicle properly based on the estimate, the shop would contact Catherine and it would be addressed as a supplement estimate Catherine issued a check to Ms [redacted] for the amount of the repair estimate Later that day, Ms [redacted] went to [redacted] and asked Mr [redacted] to write an estimate on her vehicle After Mr [redacted] wrote an estimate, Ms [redacted] showed Catherine’s estimate to him Mr [redacted] explained the supplement process to Ms [redacted] and that he has worked with Catherine previously and any additional repairs would be addressed At no time did Catherine R [redacted] contact Mr [redacted] to have him adjust his estimate as Ms [redacted] alleges Ms [redacted] was not denied a rental vehicle There is a note in the file by Enterprise Rent a Car employee, [redacted] , on June 10, that Catherine R [redacted] set up a rental for Ms [redacted] It is Nationwide’s position that if [redacted] or any other shop finds additional damage to Ms [redacted] ’s Pontiac or cannot properly repair it based on Catherine’s estimate, they can contact her and Ms***’s vehicle will be repaired to the condition it was in prior to the accident If you have any further questions please feel free to contact me Sincerely, Mike M [redacted] PH ###-###-#### E-mail: [redacted]
I am writing in response to Mr [redacted] 's camplaint regarding his recent experience with an automobile applicationwith Nationwide Bank.The loan application was originally submitted online on March On March 31, Nationwide Bank requested viaernail to Mr, [redacted] , a copy of tha title to confirm the VIN and seller nameIn the absence of a title, a documentfrom the existing lender providing the complete and correct VIN and the name of the seller would be satisfactotory.On April 6, Mr [redacted] contacted Nationwide Bank to check on the status of his loanHe was advised that ourunderwriting team was still waitlng for the title informationMr [redacted] contends that he did not receive the Marchemail requesting the information.Mr [redacted] was advised at that time of the documentation that was required to proceed with his loan request andhe was given a fax numberMr [redacted] took steps to confirm the fax number and found it to be incorrectHecalled Nationwide Bank again, and was given a similar fax numberMr [redacted] contacted the seller of the vehiclerequesting the documentationHe called back on April to confirm that documents had been received, and wastold that they had notBecause he had been given an incorrect fax number originally, he called Nationwide Bankagain to confirm the fax numberHe was advised that the number provided was incorrect, and gave yet anotherfax number.The seller's bank did provide documentation which included the full and correct VIN and the name of the seller.However, the VIN shown in that document did not match the VIN included in the loan applicationAn incorrectVIN had been entered during the initial applicationDue to system constraints at Nationwide Bank, a new loanapplication would need to be submitted, using the correct VIN in order to proceed with the loan request.At that time, Mr [redacted] chose not to proceed with his application with Nationwide Bank, and has since obtainedfinancing elsewhere.Sincerely,Anne C [redacted]
Thank you for your recent inquiry regarding correspondence you received from [redacted] We are aware of Mr [redacted] ’s concerns and feel we have been diligent, respectful and professional in considering and addressing all The cloths and shoes in question were cleaned with Mr [redacted] ’s consent by qualified, professional vendors with expertise in water and fire restoration Upon completion, the [redacted] s questioned whether the items had been properly restored We met the [redacted] s at the vendor location and inspected the items in question with them There was not a consensus agreement between the parties regarding the articles in question In an effort to resolve the matter, we had the [redacted] s select a sampling of items they felt were not properly restored and had them sent to the International Textile Analysis Laboratory for testing They performed “chemical, Spectra-Light multi-spectrum tests (including ultra-violet light), high-powered microscopic examinations, colorfastness, stability, as well as other extensive and complete testing of all components” All results and testing did not show “any water damage, mold or mildew, odor, chemicals, residues or foreign soils” Furthermore, these tests revealed that the items tested did not exhibit any of the problems or concerns expressed by the [redacted] s, which were specifically that the items had “a change in appearance and were ruined” The analysis found there was “no evidence of any local or dimensional changes.” The testing also found there was “no evidence of fabric weakening, fabric damage or texture change fading or discolorations associated with heat, water, smoke or professional cleaning” They also opined that all the items tested had been “properly handled in restoration and is presently in the condition that it was in prior to any smoke exposure” Their final conclusion for the items tested state they did not find any stains or residue or odor in the items tested from causes such as fire, fire suppression, water, smoke, special chemical odor- removal treatments or any other cleaning compounds” They also found that the tests did not indicate the articles had been “shrunk, distorted, damaged, discolored or has any color or texture changes from exposure to smoke or any recent professional fire restoration care procedures” These results were shared with the [redacted] s The [redacted] 's are not in agreement with the results, but have not provided any physical evidence, or qualified analysis, to support their position Mr [redacted] has subsequently provided opinions by various other vendors and we have reviewed each and respectfully followed up on all In short, the [redacted] s appear to simply desire to have items replaced despite the lack of evidence or qualified opinions to justify and support doing soMr [redacted] also alleges Nationwide Mutual Fire Insurance Company has not “allowed for the replacement of our property without us supplementing the funds with barrowed money” We disagree and deny we have not properly applied the [redacted] 's coverage in this case Nationwide Mutual Fire Insurance Company has properly and promptly paid the [redacted] s per the provisions of their policy of insurance and will continue to do so We strive to meet our customer’s needs and expectations while enforcing the terms and conditions of their contract We also understand that despite our sincere efforts to assist, 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 Thank you for bringing this matter to our attention Sincerely, Shea S [redacted]
Tell us why here...August 23, [redacted] [redacted] ** [redacted] [redacted] ** [redacted] [redacted] ** *** [redacted] Dear [redacted] : This is in response to the inquiry received for the above policyholder and his automobile policyIn [redacted] inquiry, he stated three concerns regarding his prior automobile policy with our Company: he was required to insure his spouse, his policy was cancelled without a reason of explanation and he received a bill for $three months after the policy cancelledBelow I will address each concern [redacted] has not disclosed to our Company that he is married and he was rated as single on his automobile policy Through claims frequency, it was discovered that [redacted] has access and/or possession of [redacted] ’ [redacted] Since [redacted] *** is frequently driving or in possession of the vehicle, our Company guideline is to rate her as a driver on the policy In the event that [redacted] is his spouse, our guidelines also require all spouses to be rated on the automobile policy [redacted] states he did not receive a reason of explanation on why his policy was being cancelledOn April 5, 2016, a Notice of Non-Renewal was mailed to [redacted] stating his policy was being cancelled due to February 22, and July 28, claims [redacted] automobile policy is a semi-annual policyThe policy billed on an installment account together with a property policy with payments due on the 10th of each month The premium for [redacted] ’ automobile policy was $from November 10, to May 10, Additional, $in late fees and $in installment fees were charged to the account for the most recent policy term totaling a charge of $for the entire November 10, to May 10, termNationwide received total payments in the amount of $ Of the payments received $was applied to the propery policy and $1,applied to the automobile policy leaving a balance due of $on the automobile policy A complete history of the premium charged and payments received has been enclosed A final bill was mailed to [redacted] on April 5, stating the $was due by May 10, When the payment was not received a second notice was mailed to [redacted] on May 11, 2016, stating the $was still due for insurance coverage provided up to May 10, The notice states the payment was due by June 9, and if not received, a collection agency may contact him Thank you for the opportunity to review our business handling of the insured’s personal property policyIf you require further assistance, please contact our Customer Relations Coordinator, Kirsandra C [redacted] , at ###-###-#### or by email at [redacted] Sincerely, Bridget MD***Compliance Specialist###-###-#### Ext [redacted] Enclosures:Notice of Non-RenewalFinal BillPayment Notice
In regards to the collection amount due for the Auto policy: · On December 22, 2014, a bill was sent to the customer and due on January 27, (see attached) · Since a payment was not received, a Notice of Cancellation was sent on February 3, 2015, with a policy cancel date of February 20, (see attached)The amount on the notice was $ · The policy cancelled effective February 20, 2015, and a collection letter was sent to the cancelled member on February 27, 2015, informing them of an unpaid balance due after cancellation for the Auto policyThe amount on the notice was $1,(see attached) · On June 4, 2015, the insured’s wife called in about the collectionShe stated the policy was supposed to cancel in December of 2014, and that her husband had called to cancel, however there was no documentation on the policy or account about a call to cancelHowever, there was a call by the wife to verify billing information on December 2, The member advised that they obtained other insurance with ***She was advised that if she could email a declarations page, we would be happy to backdate the cancellation · On June 4, 2015, a call was made to the insured but there was no answer, so a voicemail was left to have her call the Service Center back The message stated that we received the declarations for ***, and it would take a couple days for the policy to adjust · Documentation shows calls were made to the insured on June 4, 2015, July 7, and July 9, · Declarations were received and the policy was adjusted to cancel effective January 17, 2015, and the unearned premium in the amount of $was credited to the policy balance leaving a total balance due of $A voicemail was left on July 9, advising of the amount due We will not be able to remove the collection, because bills and notices were sent, and no payments were made toward the balanceOnce the collection amount of $is paid in full, we will be happy to update Credit Control Services (CCS) regarding the adjustment and that payment was made so that the collection may be closed To arrange a payment, please contact our Customer Service Center at ###-###-####Once a payment is made we will update Credit Control Services (CCS) We hope that this satisfies your request If you have any further questions or concerns, please contact State Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted] Sincerely, [redacted] – CSSS Customer Resolution and Response Nationwide ###-###-#### [redacted]
there are several points Nationwide tries to make that are and extraordinarily misleading Let me outline some confusing things that Nationwide sets forth in their purposefully confusing explanation This is clearly an effort to make this issue go away Since I won't permit them to defraud other consumers, let me take a moment to highlight some obvious problems with their explanation Webster's dictionary defines the word 'processed' as "to subject to or handle through an established, usually routine set of procedures (process insurance claims) that lead to a result[i]" By this widely accepted definition from a trusted source, the "processing of a claim" means that the claim follows a series of steps or procedures that lead to a result of either being paid or denied Nationwide claims that they received and processed the claim in days How is that possible since the claim was not denied until July 21? The claim that they processed the claim in three days is completely FALSE They take a small bit of information and manipulate it to look how they want it to lookIf the claim was in fact, "processed" in three days, how is it that the claim was still active and being worked on right through May, June, and July? And even after CLAIMING that they processed this claim in three days, they go on to say that they hadn't actually issued a decision on the claim until July and outline the dates that things happened They claim they did the right thing in one breath, and tell you that they did not do the right thing in the next breath This is an ongoing theme with Nationwide I have only been a customer since April and I already know this What is this May date they speak of? I was never told anything about an additional waiting period for DENTAL No one ever mentioned that DENTAL and MEDICAL were separated and never referred to the two separately There is no separation in the policy for dental and the premiums I paid were for MEDICAL This was inclusive of DENTAL and there was no additional waiting period So how is the date of May even significant? The rep I spoke to on the phone on July did not know what the date of May meant or why it was mentioned She had to put me on hold and ask a supervisor She had no explanation for the May date or what it meant Where did it come from? What does it mean? They claim that "Because a dental cleaning had been done, future claims may be eligible after May 24, 2016." I again ask, why May 24? What does that mean? And anyone can tell you that they will DENY any claim relating to her teeth now that they termed her periodontitis as preexisting What they really mean to say here is, "Future claims can be sumitted after May 24, but will be DENIED and NEVER PAID, because we said she has preexisting disease The claim that Nationwide never delayed a claim is FALSE Clearly, as I outlined in my initial complaint, the claim was left to sit until I made contact and started asking questions as to why it was still pending The only actions that took place came after I either called in or made email contact asking about the status of the claim How many coincidences should be believed? Every time I asked about the claim, the very next day, some action was taken on it And then it was left to sit longer The fact is that the claim was submitted on May 10, and was not finalized as denied for payment until July There is no defense for the timeline The claim was not processed in days, it was PENDED for decision in days and Nationwide proceeded to delay making a decision made to pay or not pay for a total of days with a series of delaying tactics that are total nonsense When I called in on June to as(k why no decision had been made after the medical records had been in the hands of Nationwide for three weeks, I was told that the department was "backed up and has not been able to review the records as quickly as usual." Really? There were four doctor visits in my pet's voluminous records It takes five minutes to look the few pages over and figure out whats going onOf course, when you are trying to delay payments and are looking for reasons to deny claims, I understand completely why it would take longer Amazingly, as usual, the day after my phone call, a letter stating an additional days would be needed to review the claim So I am surprised that Nationwide would LIE and say that they processed the claim in days, after they issued a letter, days into the claim process (May to June 15=days), saying that ANOTHER days would be needed So much for the day claim of Nationwide's Further, the Vet did not diagnose her with gastroenteritis (a viral stomach disorder that causes vomiting) or an upper respiratory DISEASE Nationwide DIAGNOSED my animal with these illnesses for purposes of intentional exclusion if I were ever to bring my animal in for treatment of these, or ANY OTHER illnesses My cat did NOT have GREEN DISCHARGE requiring medical treatment, did not have VOMITING requiring medical treatment Nationwide is taking ANY WORDS in the medical record and making them exclusions- whether or not they actually exist or were a problem But then according to them, they can confabulate, invent, or claim ANY ILLNESS was preexisting within the UNETHICAL and IMMORAL wording of their policy They state that "a preexisting condition means ANY condition that began, was contracted, manifested, or incurred within TWELVE MONTHS of the effective date of this policy or during any waiting period, WHETHER OR NOT THE CONDITION WAS DISCOVERED, DIAGNOSED, OR TREATED..." Under this definition, ANY ILLNESS will be excluded by Nationwide as preexistingThe only things Nationwide will pay are injuries that occur to a part of the body that has never had anything wrong with it, because otherwise they will claim it was part of a preexisting weakness or injury that occurred and is PREEXISTING This type of policy is FRAUDULENT and MISLEADING to the consumer Anything to not pay a claim Anything, whether immoral, already outlawed in treatment to humans, or misleading to the customer Along these same lines, Nationwide would say that words in the medical record such as "the feline was breathing heavy" would mean that she has a respiratory disease Or "feline was fearful of staff" would mean that the cat has some kind of preexisting psychiatric problem or organic brain disorder or disease Or "feline sneezed" (once) would mean that the cat now has a preexisting allergy or preexisting respiratory disease- from a single sneeze .Nationwide looks to take words in medical records out of context and turn the into any kind of possible diagnosis that they can count as a preexisting condition that they can exclude.In the 1980's and 1990's, in the infancy of human HMO's, insurance companies tried the same thing that Nationwide is doing with its pet insurance Finding any sneeze and calling it preexisting respiratory disease A day where a child vomited twice and calling it preexisting gastroenteritis A doctor who asks "how is the baby doing overall," and when the mother says, "sometimes she has a stuffy nose," the insurance company says there is preexisting respiratory disease This is exactly what Nationwide has done with pet insurance Take note that the HMO's attempts to make anything outside of breathing preexisting was met with legislation that outlawed the practice Obviously, we need tighter laws surrounding the pet insurance industry, because Nationwide is doing the same thing Shame on you Nationwide I will make sure that I pass along my experience with Nationwide to all pet owners I know Take some free marketing advice, Nationwide should change their catch phrase to: Any preexisting condition Any word, anywhere, about anythingWe can and will find itAnything to not pay a claimThat's our Nationwide promiseTruth in advertising, right? Nationwide continues to lie and deny Regards, [redacted]
Our office spoke to this policyholder on December 1, She informed us she was the owner of the vehicle on policy # [redacted] (No, I actually called because I spoke with somebody prior to that day who gave me a quote for a policy in just my name, and she advised me that she would refer my quote to the local agent and provided me with contact infoNationwide was advised I, [redacted] , was the owner of the Cadillac the day it was added in 2012)We wrote a spinoff policy December 2, with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother ***The Application is in Docu Vault but it is unsignedThe application was sent to her by email in December of and again in May of (This is not trueThe application was sent to me for the first time in May I never received a copy of the application prior to that, definitely not in December When I spoke with [redacted] I asked him why I never receive it in December and he advised me “It must have got stuck in my outbox and was never sent” and that is verbatimThe policy was written correctly but sometimes we spinoff policy, the named insured while in processing at nationwide switches back to the named insured on the prior policy(If this was the case then how come my name was left off the policy as a driver when it was rewritten or the “spinoff” was made? Because [redacted] was listed a policy holder AND the only driver on the policy until I had to call back to add myself) While in Nationwide processing the new policy was placed back in her mother’s nameWe are able to correct this but would need the signed applicationMs [redacted] has still not signed the application to correct the named insured error(This is because I cannot sign something I do not agree to, and Nationwide/ [redacted] will not correct the errors)Our system reflects that on December 1, the policy was bound in [redacted] ’s nameI have already mentioned this to Nationwide because we have seen this error beforeNationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy)(Is this spinoff policy mandatory when someone is leaving a parents policy or is this something that is done to make it easier for the agency to process and the reason I ask is because I requested my mother’s policy be cancelled (which she agreed to) and a NEW policy be opened in my name.) The address on both of these policies is the sameAll Declaration Pages have been sent to the [redacted] addressI feel Ms [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident(This is 100% true, there were several errors made by Mr [redacted] and leaving rental coverage off was one of themI feel he didn’t pay attention to my needs as a customer and instead made it easy for himself and completed the “spinoff”policy and matches coverage on my mother’s previous policyWhen I asked for my own policy, a new policy, I asked for rental coverage.) We only need the signed application returned to us in order to place [redacted] as the named insured on the policy(When I spoke with [redacted] he advised me that they would not cover my claim for my accident if I did not sign the application and practically begged me to sign the application and back-date the application to December 2nd I feel he did this to try to cover his own behindNationwide still covered my claim with no issueWhen I asked him why the error had not been fixed since it was a system error and I actually and truly am the policy holder, he responded “I don’t know ***”At that time I was responded “well it seems like you don’t know much” the reason I responded that way was because none of my questions were being answered and I personally felt like I was being lied to and deceived in order for him to cover up his own mistakesMs [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a CadillacShe replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle(No, the Audi did not replace the Cadillac, the Audi was added in addition to the Cadillac, and at this time I asked for Nationwide to match the coverage to my Cadillac because I was under the impressions that Mr [redacted] had performed his job properly and added the appropriate coverage that I requestedShe never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted] (Correct, I did not have rental coverage previously on the Cadillac when the policy was in my mother’s name, but at the time of the “spinoff” when I asked for a new policy I requested rental coverage, so Mr [redacted] is absolutely rightRental coverage was not put on the new “spinoff” policy because Mr [redacted] failed to do so after it was requestedThere were never any notes or questions about rental coverage(This is because all the notes are from Mr [redacted] and he did not add what I requested and just processed a “spinoff’ and called it a nightI remember the day it was done because I was working the night shift, so it was later in the evening and he seemed to be in a rush because he wanted to get out of the office.) Ms [redacted] has received all Declaration Pages and no rental coverage is listed(The coverage would not be listed because it was never added, and these Declarations were addressed to my mother, [redacted] , there is no telling what she does with her mail.) No communication was made with our office after the conversation on December 1, when her spinoff policy was made effectiveMs [redacted] has no documentation where she requested this coverage that I am aware of(No, I do not have any documentation where I requested the coverage, how could I? Any documents that I have are from Nationwide or [redacted] Agency and they are full of errorsAlso, I actually did have to call back but I did not speak with the local agency I spoke with NationwideI called them because I noticed the policy was in ***’s name and I called to advise then of the error and they advised me because I was or under and at the same address of my mother then they could just add me as a diver and I would be coveredThe whole reason for me to switch the policy was because of the pricePrior I was paying around $a month, but when I was quoted for a policy in my name alone it was around $So, at the time I spoke with Nationwide to avoid further confusion and having to go through the quote process and having the policy rewritten again the agency and I agreed to leave it as is so long as I was coveredThe agent wanted to make it “easy for me”Had I known that this would have come back to bite me in the butt I would not have taken advice from a representative of the company, a skilled and trained Nationwide agent, and I would have had the error corrected.)
Thank you for your recent inquiry regarding a complaint you received from our insured [redacted] We strive to provide quality service while conforming to the expectations of our customer and all regulations Ms [redacted] had a water loss on March 22, The water escaped from a pipe in a chase wall on an exterior bathroom The water leaked down from the upstairs chase wall down into the living and dining area below requiring repair to the walls, ceiling and floor A containment area was created to limit dust and disturbance to the other areas of the home during the drying and remediation process On 4/30/Ms [redacted] called our Customer Advocacy Center and stated she was unhappy that she was not placed in a hotel during her repair process and also that she was unhappy with the restoration company because they had not placed all her belongings back in the proper locations in the home I notified the restoration company who responded and moved the contents into the areas she requested and we also discussed the considerations for additional living accommodations I explained that while she does have coverage for ALE it was not initiated because the damages were limited to areas of the home that could be contained to prevent as much disturbance as possibleI spoke with her and explained that ALE (Additional Living Expenses) is cost incurred In her situation as explained, she did not need nor was required to stay in a hotel and the cost was not incurred No payment can be made since no cost was incurred I also apologized for any inconvenience that the loss and repairs caused her and for the issues with the general contractor who needed to return to properly move articles to her desired areas of the home Ms [redacted] commented of a fall that was documented in her complaint to have occurred on May 5th The fall was never reported to Nationwide but rather to the contractor, [redacted] , following the completion of the restoration The work was completed and a final walkthrough was held on 4/21/ After the completion of the work Ms [redacted] contacted the contractor and said she had tripped on the new carpet It was determined that there was no installation issues with the new carpet but possibly tripped because the carpet was new I will include a copy of the estimate and photos in this response If there are any additional questions or concerns please feel free to call my office at ###-###-#### Sincerely, Warren Y [redacted] [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***