This is in response to the inquiry received for the above policyholder and his homeowners policy Mr*** has stated he was not informed of the inspection and feels our Company should reimburse him for installing railings to his deck stairs A
letter was mailed to Mr*** on April 30, to *** *** Ave, Shelby, NC, stating a Homecare review would be completed of the exterior of his home and that he did not need to be present for the reviewThe address the letter was mailed to has been confirmed to be Mr***’s correct address as well. Since this was an exterior inspection only, our vendor was not required to call Mr*** prior to the inspectionAs previously explained to Mr***, no dispute was received regarding the stairs not being under feetHad Mr*** disputed the inspection and provided proof the stairs were feet or higher no railing would have needed to be installedTherefore, no reimbursement is owed to Mr*** Nationwide is not responsible for managing or controlling the activities used to maintain the safety of the policyholder’s home. If you require further assistance, please contact our Customer Relations Coordinator Amy W***, at ###-###-#### or by email at [email protected] Sincerely,
We have been in contact with our insured. We have offered to hire an engineer to inspection his roof for hail damage. Mr*** has agreed. Once the inspection has been conducted and the report received, we will follow up with MrWolfe regarding the engineer’s findings.Thank
you for allowing us to respond to our member.Sincerely,John S*Nationwide Property Claims Manager
NationwideIs on your sideAugust 22,2016*** *** *** ** *** ***
*** *** ***
*** ** ***
*** *** ***
*** *** *** *** ***Dear Ms***,I am writing in response to *** *** complaint regarding reports to Credit Reporting
agencies due todelinquencies on his auto loan with Nationwide Bank.Upon reviewing *** *** account history and telephone calls with representatives from Nationwide Bank, Ifind that *** *** was not advised that we would not report delinquencies based upon partial payments oraccount historyNationwide Bank is required to report credit history using only factual information, including lateor incomplete payments.I also found that *** *** did request an extension on his loan payment, and that request was denied due toexisting delinquency.I do apologize for any poor customer experience *** *** may have experienced and those concerns will beaddressedAlthough I am certainly empathetic to *** *** situation, unfortunately Nationwide Bank can notremove information that was accurately reported.Sincerely,Anne C***SrAnalyst, Customer AdvocacyNationwide Bank###-###-####*** *** *** ***
*** *** ***
*** ** ***
Thank you for the opportunity to respond to Mr*** regarding the removal of his son *** from his auto policy.Review of the policy does show that Nationwide received a signed authorization from Mr*** on September 27, to remove *** *** from the policyWe cannot backdate any
further than the date on the signed formNationwide will adjust the removal of *** *** from October 24, to September 27, 2016.If you have any further questions or concerns, please contact our Customer Relations Coordinator, Phillis H*** at ###-###-#### or email at ***@nationwide.com.Sincerely,Kristin M***Personal Lines Compliance SpecialistNationwide###-###-####***@nationwide.com
Dear Mr*** Please accept this letter as a formal response to your questions regarding your *** *** *** AR 457(b) Deferred Compensation Plan, administered by nationwide Retirement Solutions (Nationwide)In order to comply with IRS code 72(p), a loan offset will only occur on an account
with an eligible rollover distributionAn eligible rollover distribution means any distribution to you of all or any portion of your account balance under the Plan except: (1) a distribution which is part of a series of substantially equal periodic payments; (2) a required minimum distribution; (3) a hardship distribution; (4) return of automatic contribut0oin during days period; (5) a corrective distribution; (6) a loan treated as a distribution or (7) day automatic enrollment withdrawalsYour recent request for an unforeseeable emergency distribution falls within (3) hardship distributionUnforeseeable emergency distributions from a 457(b) plan are not eligible for rolloverI understand that you were given incorrect information, and for that I apologizePlease be assured that feedback will be given to the representative with whom you spokeHowever, while you were initially advised of incorrect information, Nationwide will not be able to offset our loan at this timeUnless you become eligible for and process an eligible rollover distribution from your account before the loan maturity date of December 4, 2017, you loan payments will continue at $monthlyAgain, I sincerely apologize for any inconvenience this has caused you and look forward to restoring your faith in NationwideIf you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 9:00a.mand 5:p.mEastern time.Sincerely,Warren B*** ** *** ***
Please accept this letter as a formal response to the additional questions regarding the *** *** 401(K) Plan (Plan), administered by Nationwide Retirement Plans (Nationwide)I appreciate the opportunity to address your concerns and will do so in order.Unfortunately I am not able to provide plan level documentation to participantsThe participant may please feel free to request a copy of this form and corresponding notification letter from her former employerIf the former employer no longer has a copy of these documents, they may request them from Nationwide directlyQuoting the letter, “The blackout period for any type of withdrawals begins as soon as we receive the signed Asset Transfer Form in our office”.I apologize for any confusion in the first replyI did not intend to imply that during the blackout period a participant must request a withdrawal from the new provider, but that once the blackout period begins, participants must wait to request a distribution from their account until after the new provider receives their funds.It is correct that the plan sponsor is the former employer, and it is their responsibility to provide notice of a blackout periodI agree that without plan sponsor notifying a participant, a participant would not have had a way to know specifically when the blackout period would beginHowever, this does not change the procedures within NationwideThe former employer was aware of when the blackout period would begin, based on when we received the Asset Transfer Request Form, and were responsible for notifying participants of the correct blackout period start date.Ms *** was eligible to rollover her funds at any time after her date of separation, January 30, I understand that she made the decision to do so only after the blackout period notification was received, and regret that we were not able to honor her request immediately.The Money Market Prime is a cash equivalent fundBecause it does not have an interest rate associated and is not invested in the stock market where gains may occur with market fluctuations, there is no way for the funds to increaseHowever, there are fees associated with the 401K retirement accounts which result in a negative return on the cash equivalent funds.Again, the rate of return and fund prospectuses are available to participants to review before making investment decisions*** *** also provides access to a third part investment professional that is able to assist participants with making investment decisionsThe rate of return for the money market funds is reported on the websiteYTD of -0.64%This information is readily available to participants before making a decisionNationwide is not able to make recommendations, only perform exchanges upon requestPrior to a disbursement of funds, the funds must be invested within NationwideThey are not required to be in the Money Market Prime fund specificallyThe funds do have to be transferred back to Nationwide from any Self Directed Brokerage Account with TD AmeritradeMs*** chose to move the funds from TD Ameritrade into the Money Market Prime Fund.I sincerely apologize for any inconvenience this situation has caused, and the miscommunication from the employer regarding when the blackout period would beginShould you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 8:a.mand 4:p.mEastern time.Sincerely,Nicole T*** *** ***
I have reviewed the inquiry received from *** *** regarding his auto policy insured with Nationwide Agribusiness Insurance CompanyHe inquired about the cancellation of this policy and subsequent refund.Both *** *** and *** *** are named insureds under this policy providing
coverage for the following vehicles: Honda, Honda, Volkswagon, and CadillacOn November 3, *** contacted the Company Service Center to remove *** from the policy due to divorceThe service representative advised *** that because *** was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policyOn November 6, 2015, *** requested the Volkswagon and the Cadillac be removed from the policy effective November 3, as he obtained other coverage on those vehiclesThe deletion of those vehicles was processed as requested and a return premium of $was applied to the policyCoverage was still being provided for the and Hondas on the policyWe subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: *** *** *** *** *** ** ***We reached out to the ***’s local agent, *** *** ***, who had been working with *** on the auto and home policiesAccording to the agency, *** *** became unreasonable to the agency staff when they were not able to remove *** or her vehicles from the policy.The cancellation of the policy effective November 3, resulted in a premium refund of $based on the vehicles listed on the policy at the time of the cancellationPer ***’s request, the Volkswagon and Cadillac had already been removed from the policy which resulted in return premium of $applied to the policyThe policy cancellation was processed on November 16, to be effective November 3, The only vehicles listed on the policy at the time the cancellation was processed were the and Honda’s.The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both *** and *** as they are both named insured’s on the policyIn order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policyAny issues, payment, or refund descrepanices involving their policies and arising out of the ***’s divorce situation are a personal legal matter that should be handled between *** and *** and their legal representatives.If further assistance is needed in this matter, please contact me directly at ###-###-####.Sincerely,Gale G***
Thank you for the opportunity to respond to the complaint filed by Mr*** *** regarding his concerns with the above referenced policy with Nationwide Mutual Fire Insurance Company (***)We have reviewed the concerns expressed by Mr*** *** and will attempt to address them in this
letter.Homeowner Policy ######## On August 13, notification of non-renewal was mailed to Mr*** *** advising that his homeowner policy would be non-renewed effective September 30, as a result of him no longer meeting our eligibility requirements for our homeowner programMr*** *** had more than one weather related and one non-weather related loss within the past three yearsThere was no remaining balance due on the homeowner policy. Dwelling Fire Policy######## On September 7, a billing statement was mailed to Mr*** *** to the last known address on file, requesting payment of $85.89. Payment needed to be received by our Company by October 1, in order to prevent cancellation of the dwelling fire policyPayment was not received by the requested due date. On October 7, Notice of Cancellation was mailed to Mr*** *** to the last known address on file, informing Mr*** *hat payment of $be received by October 18, Payment was not received and as a result his dwelling fire policy cancelled effective October 19, A copy of the notification of cancellation is attached for your reference. Coverage was provided under policy 6341Tfor Mr*** *** from December 30, until it cancelled effective October 19, Unfortunately, the premiums paid did not completely cover the entire time coverage was provided, resulting in an outstanding balance of $99.67. On October 25, a billing statement was mailed to Mr*** *** requesting payment of $by November 13, for the remaining outstanding balanceA copy of the billing statement is attached for your referencePayment was not received by the requested due date and sent to collections on December 13, 2011. We appreciate the opportunity to review Mr*** ***’s business, and hope that this information will help to address his concernsIf you require further assistance, please contact our *** *** ***, Jose L***, at ###-###-#### or by email at ***Sincerely, Jennifer F*
Thank you for the opportunity to respond to the concerns of *** *** regarding the above referenced policy withNationwide Mutual Fire Insurance CompanyThe home/car discount was removed from Ms***’s policy as herstandard auto policy with Nationwide was cancelled.Ms*** was offered and
accepted a policy with our non-standard company, Titan InsuranceOnce her standard autopolicy cancelled, the homeowner policy was no longer eligible for the home/car discountNationwide does not offer ahome/car discount for Titan policies at this time.We appreciate the opportunity to review Ms***’s business, and hope that this information will satisfy her concerns.If you require further assistance, please contact our *** *** ***, Cathy D***, at ###-###-#### orby email at ***Sincerely,Patricia J*** ***
We are in receipt of your correspondence dated June 29, regarding the response received from Sean *** related to his denial to provide the necessary cancellation request forms and to remove him from our mailing list.At this time, Mr*** carries active motorcycle and renter’s policies with our companyMr*** may cancel his motorcycle and renter’s policies effective the June 12, inception date, however, we do require a signed cancellation form for each policy in order to process the cancellationWe do apologize for any inconvenience, but our company does require this request to be in writing.Per our previous response, Mr*** can complete and return the forms that were provided with our June 21, response via email to ***; fax to ###-###-####; or mail to Nationwide Mutual Insurance Company, *** *** ***, *** *** *** *** ** ***For immediate attention, he may also send them directly to our Customer Advocacy Coordinator, Janice K***, via email at *** or fax directly to her at ###-###-####.As of July 1, 2017, per his request, Mr***’ information has also been added to the “Do Not Contact” list, however, until the policy cancellation request forms are completed and returned, Mr*** will continue to receive policy documents and billing notifications related to the current active policies.If you require further assistance, please contact Janice Kleinhans at ###-###-#### or by email at ***Sincerely,Tara P***Senior AnalystCustomer Response & Resolution
*** Insurance Company received a Depertment of Insurance complaint regarding the sameconcernsThe issues have been addressed and resolved.Enclosed is a copy of the letter sent for your records.If you require further assistance in this matter, please contact our Customer Relations
Coordinator, GerrieH***, toll-free at ###-###-####, Ext*** or by email at ***@nationwide.com
This letter is in response to the concerns filed by *** *** regarding the cancellation of the Auto policy and the collection balanceThe policy renewed July 17, with a premium of $3,A Benz CLKwas removed from the policy effective August 4, This resulted in a decrease
in premium of $1,Effective August 4, driver was removed which resulted in a premium decrease of $Effective September 2, driver was added and a Dodge Dart was added to the policyThis resulted in a premium increase of $Processed November 18, 2015, effective November 16, 2015, a BMW 330XI was replacedThis resulted in a premium increase of $Processed November 19, 2015, effective November 13, 2015, a Dodge Dart was removed from the policyThis resulted in a premium decrease of $Processed December 2, 2015, effective November 13, 2015, a Ram was added to the policyThis resulted in a premium increase of $On December 15, a bill generated for $1,due December 27, which included the changes in premium listed above that had not yet been billed in on prior statementsOn January 5, a Notice of Cancellation was sent indicating we needed a payment of $1,by January 16, or the policy would cancel January 17, On January 15, a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, and there was an outstanding balance due of $1,due by March 3, The January 17, policy renewal calculated at $3,Policy changes were made that added paperless discount and SmartRide discount, which reduced the renewal premium by $460.70, resulting in a revised renewal premium of $3,485.80. The policy cancelled for non payment effective January 17, Upon the cancellation, the unearned renewal premium of $3,was removed from the balance, leaving $1,due for coverage provided during the July 17, renewal term to the cancellation dateA cancellation request form was received in the Agent’s office, indicating Ms*** request cancelled the policy effective January 22, The policy cancelled for non payment effective January 17, The request to cancel January 22, does not supersede the non pay cancellation on January 17, If you require further assistance, please contact our *** *** ***, Phillis H***, at ###-###-#### or by email at *** Sincerely, Katie W***
This letter is in response to the inquiry received from your office on December 14, We have spoken to the customer extensively and addressed his concerns. We have delivered feedback to the appropriate associates and to the repair facility management. The customer has been placed in
a rental vehicle for the duration of the repairs at the expense of the repair facility. Additionally, the repair facility has acknowledged the service concerns the customer had, and has offered him a discount on the repairsAt this time, the customer has indicated his current concerns are resolved and is satisfied with being offered a discount and rental vehicle. His vehicle should be delivered back to him on or before December 19, and he will contact us with any additional concerns he hasIf you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Gerrie H***, toll-free at ###-###-####, Ext*** or by email at ***@nationwide.com
We are in receipt of the rebuttal for the
above referenced fileMs*** states that her veterinarian’s office faxed information to our office on August 30, 2017.Upon receipt of Ms***’s complaint, we contacted *** veterinarian for medical records in order to review our upgrade decisionWe received medical records from *** *** *** on November 30, The medical records confirmed that *** was diagnosed with a histiocytoma (skin mass) on her left ear on September 1, Additionally, the review also found that she was diagnosed with a granulomatous lesion on her left front foot in December of The histiocytoma and granulomatous lesion are non-upgradable when upgrading to the Whole Pet with Wellness PlanSince medical records do not indicate that the mass has been removed or has resolved, we are unable to approve *** upgrade at this time.We do not have record of any medical records submitted for *** on August 30, 2017.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, Patty G***, at ###-###-#### or via email at ***Sincerely,Cindy C***Underwriting DirectorPET Insurance
We are in receipt of your communicated dated April 13, submitted on behalf of Ms*** regarding communication concerns during her claim, as well as frustration with the payment process.I spoke with Ms*** on April 13, and we addressed her concernsWe apologize for any communication
issues during the claims process, as we strive to maintain consistent contact throughout the claim to keep the member informed.While the insured should have been advised of her mortgage company’s inclusion on the check, her mortgage information was not updated on her policyTherefore, when the claims team issued the payment, we were unaware of the outdated informationWhen this was brought to our attention, we re-issued the payment immediately and sent the check directly to the mortgage company per Ms***’s requestThe adjuster spoke with the mortgage company on April 18th to offer to send the estimate for repairs in order to expedite the process for our member.We regret that the complainant is unhappy with the handling of her claim, but we will continue to work with Ms*** to bring this claim to resolution.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G*** at ###-###-#### or via email at ***.Sincerely,Averill Y*** *** ***
Thank you for your recent inquiry regarding a complaint you received from *** *** I have reviewed this claim file and would like to address Ms***’s concerns If I do not provide the information you need for this matter, please do not hesitate to let me
know. Our insured, EJP Enterprises Inc, has a commercial auto policyThe name of the location for the business is *** *** * *** on this policy A claim was filed with Nationwide Insurance on October 4, for an engine fire loss due to work done by *** *** * *** on a Ford Taurus owned by Mark ***A fire expert was hired and the fire was confirmed to have originated in the area of the valve cover on the engine, recently replaced by *** *** * ***, verifying liability owed at 100% for this loss November Lori G***, Total loss representative, was assigned to handle the settlement with Mr***It was found that the assignment from the local representative was routed incorrectly, which delayed contact for days MsG*** called Mr*** and left him a voice mail to return her callShe also sent him an emailShe called Mr*** again on November 11, and left him another voice mailMr*** responded to MsG*** by email that he wanted $5,for the loss on his vehicle November 14, MsG*** received an email from Mr*** and was requesting a pain and suffering settlementShe replied that she would send a request to a representative in Casualty that would handle that, to get in contact with him to discuss this, as she was to handle on the total loss settlement for him on the claim November Joseph G***, casualty claims manager, reviewed the pain and suffering request and noted there was no mention that the claimants had sought treatment as a result of the smoke in the vehicleMichael B***, casualty claims representative called Mr*** and left him a voice mail requesting a call back regarding the injury allegation December MsG*** received and reviewed the engine receipt for consideration in adding to the valueThis added $and loss of use was also considered for days @ per day totaling $MsG*** called Mr*** and left him a voice message with the revisions to the settlement and also sent him an email Actual Cash Value = $1, Additional Consideration + $ Prior Damage Assessed = $457.21 Prior Damage Applied - $125.00 Subtotal ACV = $2, Sales Tax 6.0000% + $ Tag/Title Fee + $ Subtotal ACV = $2,839.50 Concession + $1, Net Settlement = $3, UPD- left quarter panel damage applied $as fair and reasonable. Upon acceptance of the settlement, MsG*** will issue payment for the total loss of the Ford Taurus to Mr*** upon receipt of the signed title from him If you require further assistance, please contact our Customer Relations Coordinator, Yvette S***, at ###-###-#### or by email at [email protected]
Dear Mr*** This is in response to the inquiry received for the above policyholder and her recreational vehicle policy. Ms*** list concerns regarding her agent and the handling of her new business recreational
vehicle policy. On January 16, 2017, the primary agent received an email from our customer service department regarding Ms*** request to quote her new recreational vehicleThis was the first recorded contact the agency received regarding Ms*** need for a quoteWhen the agency spoke with Ms***, it appeared the dealership was contacting the agency when it was closed on the weekend or after business hours during the weekNo messages were left on the agency’s messaging system by Ms*** or the dealershipThe agency did apologize for any confusion and was able to write a recreational vehicle policy for Ms*** with an effective date of February 1, 2017. On February 15, 2017, a letter was mailed to Ms*** and to the agency stating since no sales receipt had been received for the Forest River the Total Loss Replacement Cost was changed to Actual Cash Value. This change was done on the same day the letter was mailed with an effective date of February 1, 2017. Ms*** received the notice regarding the coverage reduction and emailed her agent on February 22, The agent was unavailable on February 22, however she emailed Ms*** on February 23, apologizing for not asking for the bill of sale as it was a new underwriting rule that she inadvertently overlooked when binding the policy On February 27, 2017, Ms*** received her refund of $and contacted our customer service departmentThe change to remove the coverages was done the same day as the letter was mailed and the refund was issued on February 19, in our systemMs*** was able to provide the bill of sale to the customer service representative as the agency had not yet submitted it to the underwriting department. The coverages were restored to the Total Loss Replacement Cost effective February 1, We do sincerely apologize to Ms*** and assure her that feedback has been given to the agency in regards to obtaining the bill of sale for recreational vehicles prior to binding a new business policy If Ms*** would like her policies transferred to a different agency, our customer service department can assist her with this request If you require further assistance, please contact our Customer Relations Coordinator, Phillis H***, at ###-###-#### or by email at *** Sincerely, Bridget D***
Dear *** ***,We are in receipt of your email dated August 8, whereby *** *** states he is still waiting to receive payment for the overdraft fees.As stated in our August 4, response, issuance of a check will take 7-business days which would bring us to August 17, I would assume *** *** has since received his check.Thank youSincerely,Patty G***Customer Advocacy CoordinatorChief Customer AdvocateNationwide***###-###-####
This is in response to the inquiry received for the above policyholder and his homeowners policy Mr*** has stated he was not informed of the inspection and feels our Company should reimburse him for installing railings to his deck stairs A
letter was mailed to Mr*** on April 30, to *** *** Ave, Shelby, NC, stating a Homecare review would be completed of the exterior of his home and that he did not need to be present for the reviewThe address the letter was mailed to has been confirmed to be Mr***’s correct address as well. Since this was an exterior inspection only, our vendor was not required to call Mr*** prior to the inspectionAs previously explained to Mr***, no dispute was received regarding the stairs not being under feetHad Mr*** disputed the inspection and provided proof the stairs were feet or higher no railing would have needed to be installedTherefore, no reimbursement is owed to Mr*** Nationwide is not responsible for managing or controlling the activities used to maintain the safety of the policyholder’s home. If you require further assistance, please contact our Customer Relations Coordinator Amy W***, at ###-###-#### or by email at [email protected] Sincerely,
We have been in contact with our insured. We have offered to hire an engineer to inspection his roof for hail damage. Mr*** has agreed. Once the inspection has been conducted and the report received, we will follow up with MrWolfe regarding the engineer’s findings.Thank
*Nationwide Property Claims Manager
you for allowing us to respond to our member.Sincerely,John S
NationwideIs on your sideAugust 22,2016*** *** *** ** *** ***
*** *** ***
*** ** ***
*** *** ***
*** *** *** *** ***Dear Ms***,I am writing in response to *** *** complaint regarding reports to Credit Reporting
agencies due todelinquencies on his auto loan with Nationwide Bank.Upon reviewing *** *** account history and telephone calls with representatives from Nationwide Bank, Ifind that *** *** was not advised that we would not report delinquencies based upon partial payments oraccount historyNationwide Bank is required to report credit history using only factual information, including lateor incomplete payments.I also found that *** *** did request an extension on his loan payment, and that request was denied due toexisting delinquency.I do apologize for any poor customer experience *** *** may have experienced and those concerns will beaddressedAlthough I am certainly empathetic to *** *** situation, unfortunately Nationwide Bank can notremove information that was accurately reported.Sincerely,Anne C***SrAnalyst, Customer AdvocacyNationwide Bank###-###-####*** *** *** ***
*** *** ***
*** ** ***
Thank you for the opportunity to respond to Mr*** regarding the removal of his son *** from his auto policy.Review of the policy does show that Nationwide received a signed authorization from Mr*** on September 27, to remove *** *** from the policyWe cannot backdate any
further than the date on the signed formNationwide will adjust the removal of *** *** from October 24, to September 27, 2016.If you have any further questions or concerns, please contact our Customer Relations Coordinator, Phillis H*** at ###-###-#### or email at ***@nationwide.com.Sincerely,Kristin M***Personal Lines Compliance SpecialistNationwide###-###-####***@nationwide.com
Dear Mr*** Please accept this letter as a formal response to your questions regarding your *** *** *** AR 457(b) Deferred Compensation Plan, administered by nationwide Retirement Solutions (Nationwide)In order to comply with IRS code 72(p), a loan offset will only occur on an account
with an eligible rollover distributionAn eligible rollover distribution means any distribution to you of all or any portion of your account balance under the Plan except: (1) a distribution which is part of a series of substantially equal periodic payments; (2) a required minimum distribution; (3) a hardship distribution; (4) return of automatic contribut0oin during days period; (5) a corrective distribution; (6) a loan treated as a distribution or (7) day automatic enrollment withdrawalsYour recent request for an unforeseeable emergency distribution falls within (3) hardship distributionUnforeseeable emergency distributions from a 457(b) plan are not eligible for rolloverI understand that you were given incorrect information, and for that I apologizePlease be assured that feedback will be given to the representative with whom you spokeHowever, while you were initially advised of incorrect information, Nationwide will not be able to offset our loan at this timeUnless you become eligible for and process an eligible rollover distribution from your account before the loan maturity date of December 4, 2017, you loan payments will continue at $monthlyAgain, I sincerely apologize for any inconvenience this has caused you and look forward to restoring your faith in NationwideIf you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 9:00a.mand 5:p.mEastern time.Sincerely,Warren B*** ** *** ***
Please accept this letter as a formal response to the additional questions regarding the *** *** 401(K) Plan (Plan), administered by Nationwide Retirement Plans (Nationwide)I appreciate the opportunity to address your concerns and will do so in order.Unfortunately I am not able to provide plan level documentation to participantsThe participant may please feel free to request a copy of this form and corresponding notification letter from her former employerIf the former employer no longer has a copy of these documents, they may request them from Nationwide directlyQuoting the letter, “The blackout period for any type of withdrawals begins as soon as we receive the signed Asset Transfer Form in our office”.I apologize for any confusion in the first replyI did not intend to imply that during the blackout period a participant must request a withdrawal from the new provider, but that once the blackout period begins, participants must wait to request a distribution from their account until after the new provider receives their funds.It is correct that the plan sponsor is the former employer, and it is their responsibility to provide notice of a blackout periodI agree that without plan sponsor notifying a participant, a participant would not have had a way to know specifically when the blackout period would beginHowever, this does not change the procedures within NationwideThe former employer was aware of when the blackout period would begin, based on when we received the Asset Transfer Request Form, and were responsible for notifying participants of the correct blackout period start date.Ms *** was eligible to rollover her funds at any time after her date of separation, January 30, I understand that she made the decision to do so only after the blackout period notification was received, and regret that we were not able to honor her request immediately.The Money Market Prime is a cash equivalent fundBecause it does not have an interest rate associated and is not invested in the stock market where gains may occur with market fluctuations, there is no way for the funds to increaseHowever, there are fees associated with the 401K retirement accounts which result in a negative return on the cash equivalent funds.Again, the rate of return and fund prospectuses are available to participants to review before making investment decisions*** *** also provides access to a third part investment professional that is able to assist participants with making investment decisionsThe rate of return for the money market funds is reported on the websiteYTD of -0.64%This information is readily available to participants before making a decisionNationwide is not able to make recommendations, only perform exchanges upon requestPrior to a disbursement of funds, the funds must be invested within NationwideThey are not required to be in the Money Market Prime fund specificallyThe funds do have to be transferred back to Nationwide from any Self Directed Brokerage Account with TD AmeritradeMs*** chose to move the funds from TD Ameritrade into the Money Market Prime Fund.I sincerely apologize for any inconvenience this situation has caused, and the miscommunication from the employer regarding when the blackout period would beginShould you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 8:a.mand 4:p.mEastern time.Sincerely,Nicole T*** *** ***
I did call them and cancel and the motor vehicle dept,and I was never late on any payments to them!
I have reviewed the inquiry received from *** *** regarding his auto policy insured with Nationwide Agribusiness Insurance CompanyHe inquired about the cancellation of this policy and subsequent refund.Both *** *** and *** *** are named insureds under this policy providing
coverage for the following vehicles: Honda, Honda, Volkswagon, and CadillacOn November 3, *** contacted the Company Service Center to remove *** from the policy due to divorceThe service representative advised *** that because *** was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policyOn November 6, 2015, *** requested the Volkswagon and the Cadillac be removed from the policy effective November 3, as he obtained other coverage on those vehiclesThe deletion of those vehicles was processed as requested and a return premium of $was applied to the policyCoverage was still being provided for the and Hondas on the policyWe subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: *** *** *** *** *** ** ***We reached out to the ***’s local agent, *** *** ***, who had been working with *** on the auto and home policiesAccording to the agency, *** *** became unreasonable to the agency staff when they were not able to remove *** or her vehicles from the policy.The cancellation of the policy effective November 3, resulted in a premium refund of $based on the vehicles listed on the policy at the time of the cancellationPer ***’s request, the Volkswagon and Cadillac had already been removed from the policy which resulted in return premium of $applied to the policyThe policy cancellation was processed on November 16, to be effective November 3, The only vehicles listed on the policy at the time the cancellation was processed were the and Honda’s.The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both *** and *** as they are both named insured’s on the policyIn order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policyAny issues, payment, or refund descrepanices involving their policies and arising out of the ***’s divorce situation are a personal legal matter that should be handled between *** and *** and their legal representatives.If further assistance is needed in this matter, please contact me directly at ###-###-####.Sincerely,Gale G***
Thank you for the opportunity to respond to the complaint filed by Mr*** *** regarding his concerns with the above referenced policy with Nationwide Mutual Fire Insurance Company (***)We have reviewed the concerns expressed by Mr*** *** and will attempt to address them in this
*
letter.Homeowner Policy ######## On August 13, notification of non-renewal was mailed to Mr*** *** advising that his homeowner policy would be non-renewed effective September 30, as a result of him no longer meeting our eligibility requirements for our homeowner programMr*** *** had more than one weather related and one non-weather related loss within the past three yearsThere was no remaining balance due on the homeowner policy. Dwelling Fire Policy######## On September 7, a billing statement was mailed to Mr*** *** to the last known address on file, requesting payment of $85.89. Payment needed to be received by our Company by October 1, in order to prevent cancellation of the dwelling fire policyPayment was not received by the requested due date. On October 7, Notice of Cancellation was mailed to Mr*** *** to the last known address on file, informing Mr*** *hat payment of $be received by October 18, Payment was not received and as a result his dwelling fire policy cancelled effective October 19, A copy of the notification of cancellation is attached for your reference. Coverage was provided under policy 6341Tfor Mr*** *** from December 30, until it cancelled effective October 19, Unfortunately, the premiums paid did not completely cover the entire time coverage was provided, resulting in an outstanding balance of $99.67. On October 25, a billing statement was mailed to Mr*** *** requesting payment of $by November 13, for the remaining outstanding balanceA copy of the billing statement is attached for your referencePayment was not received by the requested due date and sent to collections on December 13, 2011. We appreciate the opportunity to review Mr*** ***’s business, and hope that this information will help to address his concernsIf you require further assistance, please contact our *** *** ***, Jose L***, at ###-###-#### or by email at ***Sincerely, Jennifer F
Thank you for the opportunity to respond to the concerns of *** *** regarding the above referenced policy withNationwide Mutual Fire Insurance CompanyThe home/car discount was removed from Ms***’s policy as herstandard auto policy with Nationwide was cancelled.Ms*** was offered and
accepted a policy with our non-standard company, Titan InsuranceOnce her standard autopolicy cancelled, the homeowner policy was no longer eligible for the home/car discountNationwide does not offer ahome/car discount for Titan policies at this time.We appreciate the opportunity to review Ms***’s business, and hope that this information will satisfy her concerns.If you require further assistance, please contact our *** *** ***, Cathy D***, at ###-###-#### orby email at ***Sincerely,Patricia J*** ***
We are in receipt of your correspondence dated June 29, regarding the response received from Sean *** related to his denial to provide the necessary cancellation request forms and to remove him from our mailing list.At this time, Mr*** carries active motorcycle and renter’s policies with our companyMr*** may cancel his motorcycle and renter’s policies effective the June 12, inception date, however, we do require a signed cancellation form for each policy in order to process the cancellationWe do apologize for any inconvenience, but our company does require this request to be in writing.Per our previous response, Mr*** can complete and return the forms that were provided with our June 21, response via email to ***; fax to ###-###-####; or mail to Nationwide Mutual Insurance Company, *** *** ***, *** *** *** *** ** ***For immediate attention, he may also send them directly to our Customer Advocacy Coordinator, Janice K***, via email at *** or fax directly to her at ###-###-####.As of July 1, 2017, per his request, Mr***’ information has also been added to the “Do Not Contact” list, however, until the policy cancellation request forms are completed and returned, Mr*** will continue to receive policy documents and billing notifications related to the current active policies.If you require further assistance, please contact Janice Kleinhans at ###-###-#### or by email at ***Sincerely,Tara P***Senior AnalystCustomer Response & Resolution
*** Insurance Company received a Depertment of Insurance complaint regarding the sameconcernsThe issues have been addressed and resolved.Enclosed is a copy of the letter sent for your records.If you require further assistance in this matter, please contact our Customer Relations
Coordinator, GerrieH***, toll-free at ###-###-####, Ext*** or by email at ***@nationwide.com
This letter is in response to the concerns filed by *** *** regarding the cancellation of the Auto policy and the collection balanceThe policy renewed July 17, with a premium of $3,A Benz CLKwas removed from the policy effective August 4, This resulted in a decrease
in premium of $1,Effective August 4, driver was removed which resulted in a premium decrease of $Effective September 2, driver was added and a Dodge Dart was added to the policyThis resulted in a premium increase of $Processed November 18, 2015, effective November 16, 2015, a BMW 330XI was replacedThis resulted in a premium increase of $Processed November 19, 2015, effective November 13, 2015, a Dodge Dart was removed from the policyThis resulted in a premium decrease of $Processed December 2, 2015, effective November 13, 2015, a Ram was added to the policyThis resulted in a premium increase of $On December 15, a bill generated for $1,due December 27, which included the changes in premium listed above that had not yet been billed in on prior statementsOn January 5, a Notice of Cancellation was sent indicating we needed a payment of $1,by January 16, or the policy would cancel January 17, On January 15, a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, and there was an outstanding balance due of $1,due by March 3, The January 17, policy renewal calculated at $3,Policy changes were made that added paperless discount and SmartRide discount, which reduced the renewal premium by $460.70, resulting in a revised renewal premium of $3,485.80. The policy cancelled for non payment effective January 17, Upon the cancellation, the unearned renewal premium of $3,was removed from the balance, leaving $1,due for coverage provided during the July 17, renewal term to the cancellation dateA cancellation request form was received in the Agent’s office, indicating Ms*** request cancelled the policy effective January 22, The policy cancelled for non payment effective January 17, The request to cancel January 22, does not supersede the non pay cancellation on January 17, If you require further assistance, please contact our *** *** ***, Phillis H***, at ###-###-#### or by email at *** Sincerely, Katie W***
I am rejecting this response because:
Regards,
*** ***
This letter is in response to the inquiry received from your office on December 14, We have spoken to the customer extensively and addressed his concerns. We have delivered feedback to the appropriate associates and to the repair facility management. The customer has been placed in
a rental vehicle for the duration of the repairs at the expense of the repair facility. Additionally, the repair facility has acknowledged the service concerns the customer had, and has offered him a discount on the repairsAt this time, the customer has indicated his current concerns are resolved and is satisfied with being offered a discount and rental vehicle. His vehicle should be delivered back to him on or before December 19, and he will contact us with any additional concerns he hasIf you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Gerrie H***, toll-free at ###-###-####, Ext*** or by email at ***@nationwide.com
We are in receipt of the rebuttal for the
above referenced fileMs*** states that her veterinarian’s office faxed information to our office on August 30, 2017.Upon receipt of Ms***’s complaint, we contacted *** veterinarian for medical records in order to review our upgrade decisionWe received medical records from *** *** *** on November 30, The medical records confirmed that *** was diagnosed with a histiocytoma (skin mass) on her left ear on September 1, Additionally, the review also found that she was diagnosed with a granulomatous lesion on her left front foot in December of The histiocytoma and granulomatous lesion are non-upgradable when upgrading to the Whole Pet with Wellness PlanSince medical records do not indicate that the mass has been removed or has resolved, we are unable to approve *** upgrade at this time.We do not have record of any medical records submitted for *** on August 30, 2017.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, Patty G***, at ###-###-#### or via email at ***Sincerely,Cindy C***Underwriting DirectorPET Insurance
We are in receipt of your communicated dated April 13, submitted on behalf of Ms*** regarding communication concerns during her claim, as well as frustration with the payment process.I spoke with Ms*** on April 13, and we addressed her concernsWe apologize for any communication
issues during the claims process, as we strive to maintain consistent contact throughout the claim to keep the member informed.While the insured should have been advised of her mortgage company’s inclusion on the check, her mortgage information was not updated on her policyTherefore, when the claims team issued the payment, we were unaware of the outdated informationWhen this was brought to our attention, we re-issued the payment immediately and sent the check directly to the mortgage company per Ms***’s requestThe adjuster spoke with the mortgage company on April 18th to offer to send the estimate for repairs in order to expedite the process for our member.We regret that the complainant is unhappy with the handling of her claim, but we will continue to work with Ms*** to bring this claim to resolution.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G*** at ###-###-#### or via email at ***.Sincerely,Averill Y*** *** ***
Thank you for your recent inquiry regarding a complaint you received from *** *** I have reviewed this claim file and would like to address Ms***’s concerns If I do not provide the information you need for this matter, please do not hesitate to let me
know. Our insured, EJP Enterprises Inc, has a commercial auto policyThe name of the location for the business is *** *** * *** on this policy A claim was filed with Nationwide Insurance on October 4, for an engine fire loss due to work done by *** *** * *** on a Ford Taurus owned by Mark ***A fire expert was hired and the fire was confirmed to have originated in the area of the valve cover on the engine, recently replaced by *** *** * ***, verifying liability owed at 100% for this loss November Lori G***, Total loss representative, was assigned to handle the settlement with Mr***It was found that the assignment from the local representative was routed incorrectly, which delayed contact for days MsG*** called Mr*** and left him a voice mail to return her callShe also sent him an emailShe called Mr*** again on November 11, and left him another voice mailMr*** responded to MsG*** by email that he wanted $5,for the loss on his vehicle November 14, MsG*** received an email from Mr*** and was requesting a pain and suffering settlementShe replied that she would send a request to a representative in Casualty that would handle that, to get in contact with him to discuss this, as she was to handle on the total loss settlement for him on the claim November Joseph G***, casualty claims manager, reviewed the pain and suffering request and noted there was no mention that the claimants had sought treatment as a result of the smoke in the vehicleMichael B***, casualty claims representative called Mr*** and left him a voice mail requesting a call back regarding the injury allegation December MsG*** received and reviewed the engine receipt for consideration in adding to the valueThis added $and loss of use was also considered for days @ per day totaling $MsG*** called Mr*** and left him a voice message with the revisions to the settlement and also sent him an email Actual Cash Value = $1, Additional Consideration + $ Prior Damage Assessed = $457.21 Prior Damage Applied - $125.00 Subtotal ACV = $2, Sales Tax 6.0000% + $ Tag/Title Fee + $ Subtotal ACV = $2,839.50 Concession + $1, Net Settlement = $3, UPD- left quarter panel damage applied $as fair and reasonable. Upon acceptance of the settlement, MsG*** will issue payment for the total loss of the Ford Taurus to Mr*** upon receipt of the signed title from him If you require further assistance, please contact our Customer Relations Coordinator, Yvette S***, at ###-###-#### or by email at [email protected]
Dear Mr*** This is in response to the inquiry received for the above policyholder and her recreational vehicle policy. Ms*** list concerns regarding her agent and the handling of her new business recreational
vehicle policy. On January 16, 2017, the primary agent received an email from our customer service department regarding Ms*** request to quote her new recreational vehicleThis was the first recorded contact the agency received regarding Ms*** need for a quoteWhen the agency spoke with Ms***, it appeared the dealership was contacting the agency when it was closed on the weekend or after business hours during the weekNo messages were left on the agency’s messaging system by Ms*** or the dealershipThe agency did apologize for any confusion and was able to write a recreational vehicle policy for Ms*** with an effective date of February 1, 2017. On February 15, 2017, a letter was mailed to Ms*** and to the agency stating since no sales receipt had been received for the Forest River the Total Loss Replacement Cost was changed to Actual Cash Value. This change was done on the same day the letter was mailed with an effective date of February 1, 2017. Ms*** received the notice regarding the coverage reduction and emailed her agent on February 22, The agent was unavailable on February 22, however she emailed Ms*** on February 23, apologizing for not asking for the bill of sale as it was a new underwriting rule that she inadvertently overlooked when binding the policy On February 27, 2017, Ms*** received her refund of $and contacted our customer service departmentThe change to remove the coverages was done the same day as the letter was mailed and the refund was issued on February 19, in our systemMs*** was able to provide the bill of sale to the customer service representative as the agency had not yet submitted it to the underwriting department. The coverages were restored to the Total Loss Replacement Cost effective February 1, We do sincerely apologize to Ms*** and assure her that feedback has been given to the agency in regards to obtaining the bill of sale for recreational vehicles prior to binding a new business policy If Ms*** would like her policies transferred to a different agency, our customer service department can assist her with this request If you require further assistance, please contact our Customer Relations Coordinator, Phillis H***, at ###-###-#### or by email at *** Sincerely, Bridget D***
Dear *** ***,We are in receipt of your email dated August 8, whereby *** *** states he is still waiting to receive payment for the overdraft fees.As stated in our August 4, response, issuance of a check will take 7-business days which would bring us to August 17, I would assume *** *** has since received his check.Thank youSincerely,Patty G***Customer Advocacy CoordinatorChief Customer AdvocateNationwide***###-###-####