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***###-###-####
it was okay when you changed the premium due to the error once again that you made but it can't go back to the amount that was owed before you guys "discovered" the error
Regards, *** ***
This letter is in response to the complaint filed by Mr*** over the collection balance and the Vanishing Deductible feature on the policy On December 21, Mr*** called to replace a *** pickup truck with a *** Soul effective December 20, At
the time the vehicle was added a billing statement for January was already sentNationwide does not increase installments after billing statements are sent so the *** Soul was not included in the billing amount until the February billing statement was issued. On December 22, Mr*** called in to inquire on Vanishing DeductibleIn the call he stated he just spoke with an Agent through Nationwide Sales and he was advised he did not have Vanishing DeductibleServicing advised him he did not but asked if he was interested in getting the Vanishing Deductible addedMr*** wanted Servicing to quote adding the Vanishing DeductibleMr*** had stated he wanted to make it available when he replaced the vehicle on his policy as he thought he had the coverage thenOnce Servicing quoted the amount and gave it to Mr*** he was upset that he was expected to pay for the backdatingServicing explained we would not be able to add the coverage without charging premiumMr*** did not want to pay the premium; the Vanishing Deductible feature was not added to the policy On January 4, Mr*** called in to inquire on Vanishing DeductibleHe wanted to verify that the Vanishing Deductible feature credit amount was set to $Servicing reviewed his policy and stated they did not see that he had the feature at allMr*** explained he thought he has had the feature since the policy has been written and asked her to review the call to get the Vanishing Deductible feature addedServicing agreed to send for a call pull to review and see if the coverage could be added back to the start of the policyServicing then advised Mr*** in order to backdate the addition of the Vanishing Deductible feature back to we would have to charge him the premium for that coverage back to November 4, Mr*** stated in the call that he didn’t want to pay for the prior four years and would like to have the coverage added effective December 22, when he replaced his vehicle Servicing added the coverage and advised Mr*** his deductible credit would be set at $and would reduce annually until it reached $and that the deductible credit could not be set at $at the time of adding the featureMr*** agreed to the change which resulted in an increase of $and added the Vanishing Deductible effective December 22, On January 11, a Declaration page was sent to Mr*** indicating that the Vanishing Deductible had been addedOn the Declaration page it indicates that Vanishing Deductible feature credit amount was set to $In addition to the Declaration page a billing statement was sent indicating an amount due of $was due for the Auto policy by February 4, This was the first billing cycle in which Nationwide had billed out for the *** that was added December 22, Nationwide does not increase bills due to a change and at the time the *** was added a bill for January had already been sent On February 8, Mr*** called in and request canceled his Auto policy effective February 10, A confirmation e-mail was sent to Mr*** indicating the Auto policy was canceled effective February 10, The collection amount is premium due for the *** Soul which had not yet been collected due to Nationwide not having time to bill out for the added vehicle until JanuaryIf Mr*** can provide proof of coverage before the February 10, cancel date on the policy, the date can be adjusted to reflect the correct cancel date In summary, the amount of $is valid based on the premium due for the vehicle that had not yet been collected and the Vanishing Deductible feature that the Mr*** agreed to add If you require further assistance, please contact, *** ***, at ###-###-#### or by email at *** Sincerely, *** *** SrAnalyst
I have reviewed the follinquiry received from *** *** regarding his homeowners policyinsured with Depositors lnsurance CompanyHe is disputing the actions taken within the discoveryperiod of the policy and the additional premium due.Below is a tirneline explaining the activity on Mr*** policy.December 30, New business effective date of the policy with our company and coverage bound by the agent.January 6, Billing statement generated to the insuredJanuary 11, Protection class of the policy was updated effective December 30, in order to properly rate the policy for the distance to the fire hydrantThis was done within the "discovery/underwriting period" of the policy.January 20, Exterior inspection was done by the Company vendorThis was the only inspection by the CompanyInspections are not ordered/requested by the Company prior to a submitted/bound policy by the agency.January 30, Due date of premium billed on January 6, $120.75January 31, Inspection was reviewed by the Company and dwelling coverage increased in order to insure the dwelling for full replacement value of the homeThis was done effective December 30, and processed within the "discovery/underwriting period" of the policy.February 4, Payment of $(due on January 30, 2016) was received and policy set up on automatic withdrawals for future payments.February 5, Next bill generated for $(reflected premium change due to the protection class and dwelling amount change). March 1, Due date of premium $The insured requested cancellation effective this date, and the agency stopped the automatic withdrawal for the premium due on this date.As noted in the prior Company response, Michigan lnsurance regulation/statute affords companies aspecified number of days in which to make policy coverage/rating changes and review eligibility of arisk, along with applicable premium adjustments that result from policy coverage/rating changes.The changes made on Mr***'s policy were within this discovery/underwriting periodPer theemail provided by the insured in his inquiry, the agency advised Mr*** that any premiumbalance due or refund would be updated based on the March 1, cancellation datePremiumreceived on his policy was not sufficient for the time coverage was provided and resulted in a balancedue to the Company.If you require further assistance, please contact our Customer Relations Coordinator, JoleenS*** at ###-###-#### or by email at ***Sincerely,Gale G*** *** *** ***
I’m sorry that I missed your call the other dayI was outside working, I tried to call you back, I wanted to let you know, I had sent my sister to the post office earlier to have the paperwork weighed and mailedI received another check for $(Ienclosed a copy) both checks totaling $1,That was one of the questions I wanted to ask you, I’m glad that the Revdex.com will keep my files for yearsI am continuing to search for more paperwork, because I would really like to know, whne all this charging startedI can’t help but feel that it had been going on longer than 2010, but Nationwide wouldn’t cooperate with me, so they will surely not volunteer any information, especially to help in my caseBecause I feel like if I hadn’t contacted the Revdex.com they would have continued with these chargesI guess that’s what upset me so, I was going to quietly let it go, but they just couldn’t, so it made me more determined to stand up to them and try to make it rightWhich leads up to the close of this letter.I really appreciate all the hard work that you Ms*** and the Dispute Resolution Team put forth in working on my case ###### against Nationwide, and as I continue to search hopefully I can find some closureAgain thanks for all that you’ve done.I’m sorry that it’s taken so long to get back in touch with you.Thanks again.Sincerely,Mary LM***
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***
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***
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
In response to your request to address a complaint filed by 3rd Party Claimant *** ***, please be advised after attempts to reach Ms*** on Friday, July 29, I was able to speak with her today concerning her claimMs***’s concern stems from the estimate written by
Material Damage Associate Chris R***, which includes non new OEM partsMs*** explained use of these parts would void the manufacturer’s certification of her vehicleMs*** explained that ***, employee with *** *** *** *** informed her that the alternative parts would not fit properlyI explained to Ms*** that if the parts included on our estimate are not equivalent in fit, finish, quality, safety and performance we would adjust the estimate to include parts that would comply with these requirementsI advised we warranty these parts for the lifetime that she owns the vehicle, so long as they are purchased from the vendor listed on our estimateI explained if the parts do not fit we will inspect and replace as warrantedI also advised that based on the fact the shop has ordered the parts listed on our estimate (as told to me by Ms***) I will extend the rental for her until Friday, August 5, pending completion of repairsI also advised I would ask MrR*** to check in with shop throughout the week of August 1, to make sure repairs are being completed so Ms*** can receive her vehicle back as quickly as possibleI provided Ms*** with my direct cell number and nameWe ended the conversation with Ms*** voicing her satisfaction with my follow up.If you require further assistance, please contact our *** *** ***, Christine G***, at ###-###-#### or by email at ***Feel free to reach out to me at ###-###-#### if you have any questions or need further information.Respectfully,Pamela A***
*** 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
Mike M*** contacted Ms***'s agent Scot E*** to do a way call with Ms***Scott and Ms*** spoke about the problems she has had, and Ms*** has now decided to stay with her current agent
The representative for Nationwide is either uninformed or is not telling the whole truth as she skipped out detailing the FIRST rate increaseThe loan was raised from to 4.7% BEFORE the appraisal was completedI asked why because as the rep stated in the response to this complain, the posted bankrate terms were 750+ credit score and a CLTV below 80%Before we had even determined they CLTV through an appraisal I was already being bumped up to 4.7% despite my credit score having met the required amountThe agent told me it was because I needed to be under 65% CLTV to get the 4.4% rate, which is NOT what is advertised on bankrate.com (it says 80%)What the representative states next is TRUE, the appraisal was done and came in at 309k which pushed the CLTV to 85% and Nationwide offering me a 6.0% rateI disputed this appraisal on Tuesday 4/and submitted a formal page dispute with pictures and citings of all the errors in the appraisal early Wednesday morning 4/The appraisal was poorly done with multiple factual errors, and statements left in from a prior appraisal showing that they had hastily done a make from file and forgotten to edit/change multiple items that would have affected the value positively, had the Nationwide and the appraiser just been willing to correct the incorrectly listed garage square footage (appraisal said 350, actual is 660) in the cost to approach section of the appraisal, that would have bumped the appraised value high enough for me to have MET the 80% CLTVOr if they had removed the erroneously -$27,deduction that was keyed into one of the comps sale dates (it was an active listing! not even sold yet!) I may have hit the needed value on that alone.I asked Nationwide to please respond to my dispute within daysI sent a reminder out days in on Friday 4/that I was expecting a response by MondayThe agent instead sent me a vague "thanks for your business" email, when I called and spoke to him he said they were cancelling the application.This leaves us with issuesNationwide is still unfairly posting a 4.4% rate at under 80% CLTV and up credit score, however I was already bumped up to 4.7% before we even established the CLTV through an appraisalThis is illegal bait and switch advertisingNationwide was not willing to correct the factual errors in the appraisers report, if they were willing to do so the home would have achieved the $326k value it needed to meet the 80% CLTV which would have granted me the 4.7% rate, in the end it was take the bait switch 6.0% offer or we cancel on youRepresentative is stating that this HELOC is still open, however I was told via email and phone conversation on 4/22/that it was being cancelled
To Whom It May Concern:Thank you for your recent inquiry regarding a Revdex.com complaint received from *** ***As Material Damage Claims Manager I have reviewed this claim file and would like to address the issues involving this Texas claim.Initially it should be noted that as is our insured, Mr
*** is a resident of TexasAdditionally, the motor vehicle accident that gave rise to the claim of Mr*** occurred in Grapevine, TexasAt the time of the accident, Mr*** was operating a motor vehicle he leased from *** Leasing of Dallas, TexasThe Colonial County Mutual Insurance Company (Nationwide) paid for the repairs to the leased vehicleThe parties have not been able to resolve any diminished value claim for the leased vehicle.Nationwide acknowledges that the leased vehicle likely suffered diminished value as a result of the aforesaid accidentWhile Mr*** is not the owner of the leased vehicle, *** Leasing granted him permission to resolve any diminished value claimBased upon our investigation into the diminished value claim the leased vehicle suffered diminished value in the amount of $On August 3, Nationwide issued payment in the amount of $for undisputed diminished value to *** Leasing which it acceptedMr*** disputes this amountMr*** has since traded the vehicle and is seeking the variance from the paid trade in amount he negotiatedHis settlement demand is an additional $2000.00.Under Texas law the burden of proving any diminution of value to the leased value rests with its owner, *** Leasing, or in this case, Mr*** because of the assignment *** Leasing gave to himIt is the position of Nationwide that Mr*** has not satisfactorily supported his demand for additional compensation through proper documentationBecause he is not the owner of the vehicle and is attempting to negotiate on behalf of the owner of the vehicle, he is unable to provide us with the necessary documentation only an owner can provideUnless and until Mr*** provides sufficient documentation to support his claim for additional compensation, it is Nationwide’s position that he has not sustained his burden of proofConsequently, at this time Nationwide maintains that it has paid the proper compensation for the diminished value of the vehicle.If you have any additional questions please do not hesitate to contact me
Thank
you for the opportunity to respond to the Revdex.com regarding
policy number *** for *** *** and to address her concerns about the
policy
On
10/28/2015, Ms*** purchased a six month personal auto insurance policy
from the ***
Insurance Agency with a bill plan of 16.7% down and
installments with an Electronic Funds Transfer (EFT) auto draft
The
*** Insurance Agency advises that they wrote policy believing that
there was months of prior insurance through *** Insurance Company, when
in actuality Ms*** was only insured with *** Insurance Company for
month. Ms***’ policy was placed
into a policy tier that provided a rate based on months prior insurance
through another carrier. Proof of the
prior insurance was requested with the application. On 11/3/a separate letter was sent
requesting proof of an associated policy to maintain a discount that was also
provided on the policy by the agency during the quote
On
12/1/2015, proof of the prior insurance and proof of the associated policy had
not been received and the policy tier was changed causing a term premium
increase of $2593.00. A declarations
page and EFT payment schedule were sent
On
12/7/2015, our service center received a call from June at the ***
Insurance Agency. She called to question
the premium increase and was advised of the need for the proof of prior
insurance and proof of the associated policy.
June
advised the service center that, prior to her coverage with *** Insurance
Company, Ms*** had a prior policy with our companyOur service center
confirmed with her that, in order to qualify for the Prior Insurance Discount,
per the underwriting rules filed with and approved by the Insurance Division,
the discount is only available when the policyholder was insured with another
carrier for the preceding months
On
12/9/2015, our service center received a call from Ms***. She was also advised of the lack of prior
insurance proof. At this time she
requested to stop any future EFT drafts and was advised of her pending
cancellation on 12/22/
On
12/10/2015, a cancellation notice of payment due was sent advising of the
pending cancellation on 12/22/2015. On
12/22/2015, the EFT draft had not been reactivated, additional payment had not
been received and the policy cancelled per the 12/10/notice. Once cancelled an $outstanding balance
of extended premium remained due
On
3/14/2016, payment was accepted for $720.43, bringing the policy balance due to
$
If you
require further assistance in this matter, please contact our *** *** ***, Charity W*** ###-###-#### or by
email at ***
Sincerely,
Evan
H***
MsRosalyn M*** called Ms*** *** and explained to her that we do not transfer policies from other agentsMsM***o apologized for the delayed response and expressed her apologies
***The member contacted Nationwide on January 10, requesting that her Private Passenger Automobile policy, ***, be changed to a Named Non-Owner policySince these two types of insurance policies have different contracts and associated endorsements, the writing of a new policy for
the Named Non-owner was required along with a down payment to bind the new contract
In order to clarify the exact effective date that the member wished to have each of her three policies cancelled, the member was contacted on January 21, I have processed the cancellation of each policy as follows:
The Renters policy, ***, has been cancelled effective February 15, with neither a refund nor a collection as a result
The Private Passenger Automobile policy, ***, insuring the member’s Kia, has been cancelled effective January 10, resulting in a refund in the amount of $to be issued in the next two to three business days
The Named Non-Owner policy, ***, has been voided effective January 10, There is no refund being generated for this policy since the attempted charge to the member’s Visa card failedThe card transaction for $was rejected due to an incorrect Card Validation Value (CVV) and/or expiration date having been entered which explains why it never posted to her accountThe member has been made aware and is no longer expecting a refund as a result of the void cancellation of this policy
The member has been sent an email confirming the above informationIf further assistance is needed in this matter, please contact me directly at ###-###-####, ext***
Sincerely,
Lisa MM*** ***
This is a follow up response for the above mentioned matter.I spoke to *** at *** Jewelers on 2/15/*** Jewelers had provided the original appraisal for the ring*** explained that he would not be willing to replace the ring for the estimate provided by ***I inquired as to what his cost would be for the replacement and he explained that it would be approximately $4,I also inquired if the diamond was purchased from *** would *** Jewelers create the ring for the member locally*** stated that he would not be willing use a diamond purchased from ***.I discussed the evaluation and the conversation I had with *** Jewelers with Mr*** *** on 2/16/We also discussed the policy conditions and the Market Value Report and estimate for the ring replacementMr*** advised that he wanted to work with a local jeweler and I understood and advised that he could work with the jeweler of his choiceHe was not comfortable working with *** as they were not local to his area.On 2/16/I contacted *** Jewelers which is located in Springfield, PA which is within miles of the ***’s homeI spoke to *** *** and discussed the estimate for the replacementMr*** reviewed the estimate and advised that he would be willing to replace the ring based on the estimate provided by ***Mr*** explained that the Market Value Report is inline and a fair price to replace the ringHe did explain that he would be willing to meet with Mrand Mrs*** to see the specifics of the ring so that the original could be replicated.I contacted Mr*** again on 2/16/Mrto discuss that *** Jewelers would be able to replace the ring based on the estimate we providedI provided the contact information for *** Jewelers to Mr*** and he explained he would discuss with Mrs*** and contact me at a later time to discuss.At this time, we believe that a fair settlement offer was made to Mrs***If you require further assistance, please contact our Customer Advocacy Coordinator Joey L***, at ###-###-#### or by email at ***@nationwide.com.Sincerely,
There are witness that heard Agent *** *** state that the loan would be paid in full, she was on speaker phone and other people in my office heard her state when I ask twiceShe state yes it would be paid in full that is what GAP is for
Regards, *** ***
I did not walk in to *** *** *** *** *** on June 30th I did not receive any email from nationwide that was dated July 1st The lien holder, *** *** Dealer Services, for the Honda Civic LX does not have proof of insurance for June 30th to August 18th with policy number *** ***I never received a new business policy packet that included the declarations of an insurance policy for the Honda Civic LXI never received an amendment policy stating that a multi-policy discount was removed from my policyI did not authorize *** *** *** *** *** or Nationwide insurance company to draft funds from my bank accountI did not received a letter stating that I signed up for recurring electronic fund transfer from my bank account or when my first payment was going to be draftedI did not understand the service representatives that I spoke to on August 29th and September 5th and were unable to resolve my issueI did not receive any email from a customer service representative to my email
This letter is in response to your inquiry and the complaint filed by *** ***. In his letter, Mr*** stated that his claim was incorrectly denied and is seeking reimbursement for $in damages sustained. I have reviewed the loss and respond accordingly*** *** *** is
insured with Titan Insurance, a Nationwide company. An employee for *** *** *** was operating a commercial cement truck and Mr*** was operating a Dodge Caravan, owned by *** Rental, at the time of lossMr*** advised that the loss occurred while both vehicles were traveling on highway in Humble, TX on or about July 30, Mr*** stated stone and debris came from our insured’s vehicle and struck his windshield, resulting in damage*** *** *** has denied involvement in the lossMr*** obtained information for *** *** *** off of the truck. Our insured was not notified at the time of loss or stopped at the scene of loss. Although Mr*** contacted local authorities, they did not respond and a report was not filed at the scene*** *** *** was contacted by phone and letter by Mr*** after the alleged incident. There was no other independent witness or way to verify that our insured was involved in the loss or legally liable for an unsecured load. In addition, there was no way to confirm if Mr***’s damages were sustained due to road hazardThe first notification of the loss was reported to Titan Insurance, a Nationwide company, on November 19, The liability decision was finalized and communicated on November 30, 2016. Mr*** was advised of the liability decision verbally and in writingOur obligation is to pay only claims for which our insured is legally liable forBased on the information we obtained, there was not independent evidence to show that *** *** *** was involved in this incident or that they were liable for damages sustained to Mr***’s rental vehicle. Based on this, we respectfully denied liability for any an all claims. Should Mr*** provide additional information not already considered, we can review our decisionIf you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Charity W*** *** *** *** or by email at ***@nationwide.comSincerely,Todd G***
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***###-###-####
it was okay when you changed the premium due to the error once again that you made but it can't go back to the amount that was owed before you guys "discovered" the error
Regards, *** ***
This letter is in response to the complaint filed by Mr*** over the collection balance and the Vanishing Deductible feature on the policy On December 21, Mr*** called to replace a *** pickup truck with a *** Soul effective December 20, At
the time the vehicle was added a billing statement for January was already sentNationwide does not increase installments after billing statements are sent so the *** Soul was not included in the billing amount until the February billing statement was issued. On December 22, Mr*** called in to inquire on Vanishing DeductibleIn the call he stated he just spoke with an Agent through Nationwide Sales and he was advised he did not have Vanishing DeductibleServicing advised him he did not but asked if he was interested in getting the Vanishing Deductible addedMr*** wanted Servicing to quote adding the Vanishing DeductibleMr*** had stated he wanted to make it available when he replaced the vehicle on his policy as he thought he had the coverage thenOnce Servicing quoted the amount and gave it to Mr*** he was upset that he was expected to pay for the backdatingServicing explained we would not be able to add the coverage without charging premiumMr*** did not want to pay the premium; the Vanishing Deductible feature was not added to the policy On January 4, Mr*** called in to inquire on Vanishing DeductibleHe wanted to verify that the Vanishing Deductible feature credit amount was set to $Servicing reviewed his policy and stated they did not see that he had the feature at allMr*** explained he thought he has had the feature since the policy has been written and asked her to review the call to get the Vanishing Deductible feature addedServicing agreed to send for a call pull to review and see if the coverage could be added back to the start of the policyServicing then advised Mr*** in order to backdate the addition of the Vanishing Deductible feature back to we would have to charge him the premium for that coverage back to November 4, Mr*** stated in the call that he didn’t want to pay for the prior four years and would like to have the coverage added effective December 22, when he replaced his vehicle Servicing added the coverage and advised Mr*** his deductible credit would be set at $and would reduce annually until it reached $and that the deductible credit could not be set at $at the time of adding the featureMr*** agreed to the change which resulted in an increase of $and added the Vanishing Deductible effective December 22, On January 11, a Declaration page was sent to Mr*** indicating that the Vanishing Deductible had been addedOn the Declaration page it indicates that Vanishing Deductible feature credit amount was set to $In addition to the Declaration page a billing statement was sent indicating an amount due of $was due for the Auto policy by February 4, This was the first billing cycle in which Nationwide had billed out for the *** that was added December 22, Nationwide does not increase bills due to a change and at the time the *** was added a bill for January had already been sent On February 8, Mr*** called in and request canceled his Auto policy effective February 10, A confirmation e-mail was sent to Mr*** indicating the Auto policy was canceled effective February 10, The collection amount is premium due for the *** Soul which had not yet been collected due to Nationwide not having time to bill out for the added vehicle until JanuaryIf Mr*** can provide proof of coverage before the February 10, cancel date on the policy, the date can be adjusted to reflect the correct cancel date In summary, the amount of $is valid based on the premium due for the vehicle that had not yet been collected and the Vanishing Deductible feature that the Mr*** agreed to add If you require further assistance, please contact, *** ***, at ###-###-#### or by email at *** Sincerely, *** *** SrAnalyst
I have reviewed the follinquiry received from *** *** regarding his homeowners policyinsured with Depositors lnsurance CompanyHe is disputing the actions taken within the discoveryperiod of the policy and the additional premium due.Below is a tirneline explaining the activity on Mr*** policy.December 30, New business effective date of the policy with our company and coverage bound by the agent.January 6, Billing statement generated to the insuredJanuary 11, Protection class of the policy was updated effective December 30, in order to properly rate the policy for the distance to the fire hydrantThis was done within the "discovery/underwriting period" of the policy.January 20, Exterior inspection was done by the Company vendorThis was the only inspection by the CompanyInspections are not ordered/requested by the Company prior to a submitted/bound policy by the agency.January 30, Due date of premium billed on January 6, $120.75January 31, Inspection was reviewed by the Company and dwelling coverage increased in order to insure the dwelling for full replacement value of the homeThis was done effective December 30, and processed within the "discovery/underwriting period" of the policy.February 4, Payment of $(due on January 30, 2016) was received and policy set up on automatic withdrawals for future payments.February 5, Next bill generated for $(reflected premium change due to the protection class and dwelling amount change). March 1, Due date of premium $The insured requested cancellation effective this date, and the agency stopped the automatic withdrawal for the premium due on this date.As noted in the prior Company response, Michigan lnsurance regulation/statute affords companies aspecified number of days in which to make policy coverage/rating changes and review eligibility of arisk, along with applicable premium adjustments that result from policy coverage/rating changes.The changes made on Mr***'s policy were within this discovery/underwriting periodPer theemail provided by the insured in his inquiry, the agency advised Mr*** that any premiumbalance due or refund would be updated based on the March 1, cancellation datePremiumreceived on his policy was not sufficient for the time coverage was provided and resulted in a balancedue to the Company.If you require further assistance, please contact our Customer Relations Coordinator, JoleenS*** at ###-###-#### or by email at ***Sincerely,Gale G*** *** *** ***
I’m sorry that I missed your call the other dayI was outside working, I tried to call you back, I wanted to let you know, I had sent my sister to the post office earlier to have the paperwork weighed and mailedI received another check for $(Ienclosed a copy) both checks totaling $1,That was one of the questions I wanted to ask you, I’m glad that the Revdex.com will keep my files for yearsI am continuing to search for more paperwork, because I would really like to know, whne all this charging startedI can’t help but feel that it had been going on longer than 2010, but Nationwide wouldn’t cooperate with me, so they will surely not volunteer any information, especially to help in my caseBecause I feel like if I hadn’t contacted the Revdex.com they would have continued with these chargesI guess that’s what upset me so, I was going to quietly let it go, but they just couldn’t, so it made me more determined to stand up to them and try to make it rightWhich leads up to the close of this letter.I really appreciate all the hard work that you Ms*** and the Dispute Resolution Team put forth in working on my case ###### against Nationwide, and as I continue to search hopefully I can find some closureAgain thanks for all that you’ve done.I’m sorry that it’s taken so long to get back in touch with you.Thanks again.Sincerely,Mary LM***
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***
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***
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
In response to your request to address a complaint filed by 3rd Party Claimant *** ***, please be advised after attempts to reach Ms*** on Friday, July 29, I was able to speak with her today concerning her claimMs***’s concern stems from the estimate written by
Material Damage Associate Chris R***, which includes non new OEM partsMs*** explained use of these parts would void the manufacturer’s certification of her vehicleMs*** explained that ***, employee with *** *** *** *** informed her that the alternative parts would not fit properlyI explained to Ms*** that if the parts included on our estimate are not equivalent in fit, finish, quality, safety and performance we would adjust the estimate to include parts that would comply with these requirementsI advised we warranty these parts for the lifetime that she owns the vehicle, so long as they are purchased from the vendor listed on our estimateI explained if the parts do not fit we will inspect and replace as warrantedI also advised that based on the fact the shop has ordered the parts listed on our estimate (as told to me by Ms***) I will extend the rental for her until Friday, August 5, pending completion of repairsI also advised I would ask MrR*** to check in with shop throughout the week of August 1, to make sure repairs are being completed so Ms*** can receive her vehicle back as quickly as possibleI provided Ms*** with my direct cell number and nameWe ended the conversation with Ms*** voicing her satisfaction with my follow up.If you require further assistance, please contact our *** *** ***, Christine G***, at ###-###-#### or by email at ***Feel free to reach out to me at ###-###-#### if you have any questions or need further information.Respectfully,Pamela A***
*** 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
Mike M*** contacted Ms***'s agent Scot E*** to do a way call with Ms***Scott and Ms*** spoke about the problems she has had, and Ms*** has now decided to stay with her current agent
The representative for Nationwide is either uninformed or is not telling the whole truth as she skipped out detailing the FIRST rate increaseThe loan was raised from to 4.7% BEFORE the appraisal was completedI asked why because as the rep stated in the response to this complain, the posted bankrate terms were 750+ credit score and a CLTV below 80%Before we had even determined they CLTV through an appraisal I was already being bumped up to 4.7% despite my credit score having met the required amountThe agent told me it was because I needed to be under 65% CLTV to get the 4.4% rate, which is NOT what is advertised on bankrate.com (it says 80%)What the representative states next is TRUE, the appraisal was done and came in at 309k which pushed the CLTV to 85% and Nationwide offering me a 6.0% rateI disputed this appraisal on Tuesday 4/and submitted a formal page dispute with pictures and citings of all the errors in the appraisal early Wednesday morning 4/The appraisal was poorly done with multiple factual errors, and statements left in from a prior appraisal showing that they had hastily done a make from file and forgotten to edit/change multiple items that would have affected the value positively, had the Nationwide and the appraiser just been willing to correct the incorrectly listed garage square footage (appraisal said 350, actual is 660) in the cost to approach section of the appraisal, that would have bumped the appraised value high enough for me to have MET the 80% CLTVOr if they had removed the erroneously -$27,deduction that was keyed into one of the comps sale dates (it was an active listing! not even sold yet!) I may have hit the needed value on that alone.I asked Nationwide to please respond to my dispute within daysI sent a reminder out days in on Friday 4/that I was expecting a response by MondayThe agent instead sent me a vague "thanks for your business" email, when I called and spoke to him he said they were cancelling the application.This leaves us with issuesNationwide is still unfairly posting a 4.4% rate at under 80% CLTV and up credit score, however I was already bumped up to 4.7% before we even established the CLTV through an appraisalThis is illegal bait and switch advertisingNationwide was not willing to correct the factual errors in the appraisers report, if they were willing to do so the home would have achieved the $326k value it needed to meet the 80% CLTV which would have granted me the 4.7% rate, in the end it was take the bait switch 6.0% offer or we cancel on youRepresentative is stating that this HELOC is still open, however I was told via email and phone conversation on 4/22/that it was being cancelled
To Whom It May Concern:Thank you for your recent inquiry regarding a Revdex.com complaint received from *** ***As Material Damage Claims Manager I have reviewed this claim file and would like to address the issues involving this Texas claim.Initially it should be noted that as is our insured, Mr
*** is a resident of TexasAdditionally, the motor vehicle accident that gave rise to the claim of Mr*** occurred in Grapevine, TexasAt the time of the accident, Mr*** was operating a motor vehicle he leased from *** Leasing of Dallas, TexasThe Colonial County Mutual Insurance Company (Nationwide) paid for the repairs to the leased vehicleThe parties have not been able to resolve any diminished value claim for the leased vehicle.Nationwide acknowledges that the leased vehicle likely suffered diminished value as a result of the aforesaid accidentWhile Mr*** is not the owner of the leased vehicle, *** Leasing granted him permission to resolve any diminished value claimBased upon our investigation into the diminished value claim the leased vehicle suffered diminished value in the amount of $On August 3, Nationwide issued payment in the amount of $for undisputed diminished value to *** Leasing which it acceptedMr*** disputes this amountMr*** has since traded the vehicle and is seeking the variance from the paid trade in amount he negotiatedHis settlement demand is an additional $2000.00.Under Texas law the burden of proving any diminution of value to the leased value rests with its owner, *** Leasing, or in this case, Mr*** because of the assignment *** Leasing gave to himIt is the position of Nationwide that Mr*** has not satisfactorily supported his demand for additional compensation through proper documentationBecause he is not the owner of the vehicle and is attempting to negotiate on behalf of the owner of the vehicle, he is unable to provide us with the necessary documentation only an owner can provideUnless and until Mr*** provides sufficient documentation to support his claim for additional compensation, it is Nationwide’s position that he has not sustained his burden of proofConsequently, at this time Nationwide maintains that it has paid the proper compensation for the diminished value of the vehicle.If you have any additional questions please do not hesitate to contact me
Thank
you for the opportunity to respond to the Revdex.com regarding
policy number *** for *** *** and to address her concerns about the
policy
On
10/28/2015, Ms*** purchased a six month personal auto insurance policy
from the ***
Insurance Agency with a bill plan of 16.7% down and
installments with an Electronic Funds Transfer (EFT) auto draft
The
*** Insurance Agency advises that they wrote policy believing that
there was months of prior insurance through *** Insurance Company, when
in actuality Ms*** was only insured with *** Insurance Company for
month. Ms***’ policy was placed
into a policy tier that provided a rate based on months prior insurance
through another carrier. Proof of the
prior insurance was requested with the application. On 11/3/a separate letter was sent
requesting proof of an associated policy to maintain a discount that was also
provided on the policy by the agency during the quote
On
12/1/2015, proof of the prior insurance and proof of the associated policy had
not been received and the policy tier was changed causing a term premium
increase of $2593.00. A declarations
page and EFT payment schedule were sent
On
12/7/2015, our service center received a call from June at the ***
Insurance Agency. She called to question
the premium increase and was advised of the need for the proof of prior
insurance and proof of the associated policy.
June
advised the service center that, prior to her coverage with *** Insurance
Company, Ms*** had a prior policy with our companyOur service center
confirmed with her that, in order to qualify for the Prior Insurance Discount,
per the underwriting rules filed with and approved by the Insurance Division,
the discount is only available when the policyholder was insured with another
carrier for the preceding months
On
12/9/2015, our service center received a call from Ms***. She was also advised of the lack of prior
insurance proof. At this time she
requested to stop any future EFT drafts and was advised of her pending
cancellation on 12/22/
On
12/10/2015, a cancellation notice of payment due was sent advising of the
pending cancellation on 12/22/2015. On
12/22/2015, the EFT draft had not been reactivated, additional payment had not
been received and the policy cancelled per the 12/10/notice. Once cancelled an $outstanding balance
of extended premium remained due
On
3/14/2016, payment was accepted for $720.43, bringing the policy balance due to
$
If you
require further assistance in this matter, please contact our *** *** ***, Charity W*** ###-###-#### or by
email at ***
Sincerely,
Evan
H***
MsRosalyn M*** called Ms*** *** and explained to her that we do not transfer policies from other agentsMsM***o apologized for the delayed response and expressed her apologies
***The member contacted Nationwide on January 10, requesting that her Private Passenger Automobile policy, ***, be changed to a Named Non-Owner policySince these two types of insurance policies have different contracts and associated endorsements, the writing of a new policy for
the Named Non-owner was required along with a down payment to bind the new contract
In order to clarify the exact effective date that the member wished to have each of her three policies cancelled, the member was contacted on January 21, I have processed the cancellation of each policy as follows:
The Renters policy, ***, has been cancelled effective February 15, with neither a refund nor a collection as a result
The Private Passenger Automobile policy, ***, insuring the member’s Kia, has been cancelled effective January 10, resulting in a refund in the amount of $to be issued in the next two to three business days
The Named Non-Owner policy, ***, has been voided effective January 10, There is no refund being generated for this policy since the attempted charge to the member’s Visa card failedThe card transaction for $was rejected due to an incorrect Card Validation Value (CVV) and/or expiration date having been entered which explains why it never posted to her accountThe member has been made aware and is no longer expecting a refund as a result of the void cancellation of this policy
The member has been sent an email confirming the above informationIf further assistance is needed in this matter, please contact me directly at ###-###-####, ext***
Sincerely,
Lisa MM*** ***
This is a follow up response for the above mentioned matter.I spoke to *** at *** Jewelers on 2/15/*** Jewelers had provided the original appraisal for the ring*** explained that he would not be willing to replace the ring for the estimate provided by ***I inquired as to what his cost would be for the replacement and he explained that it would be approximately $4,I also inquired if the diamond was purchased from *** would *** Jewelers create the ring for the member locally*** stated that he would not be willing use a diamond purchased from ***.I discussed the evaluation and the conversation I had with *** Jewelers with Mr*** *** on 2/16/We also discussed the policy conditions and the Market Value Report and estimate for the ring replacementMr*** advised that he wanted to work with a local jeweler and I understood and advised that he could work with the jeweler of his choiceHe was not comfortable working with *** as they were not local to his area.On 2/16/I contacted *** Jewelers which is located in Springfield, PA which is within miles of the ***’s homeI spoke to *** *** and discussed the estimate for the replacementMr*** reviewed the estimate and advised that he would be willing to replace the ring based on the estimate provided by ***Mr*** explained that the Market Value Report is inline and a fair price to replace the ringHe did explain that he would be willing to meet with Mrand Mrs*** to see the specifics of the ring so that the original could be replicated.I contacted Mr*** again on 2/16/Mrto discuss that *** Jewelers would be able to replace the ring based on the estimate we providedI provided the contact information for *** Jewelers to Mr*** and he explained he would discuss with Mrs*** and contact me at a later time to discuss.At this time, we believe that a fair settlement offer was made to Mrs***If you require further assistance, please contact our Customer Advocacy Coordinator Joey L***, at ###-###-#### or by email at ***@nationwide.com.Sincerely,
There are witness that heard Agent *** *** state that the loan would be paid in full, she was on speaker phone and other people in my office heard her state when I ask twiceShe state yes it would be paid in full that is what GAP is for
Regards, *** ***
I did not walk in to *** *** *** *** *** on June 30th I did not receive any email from nationwide that was dated July 1st The lien holder, *** *** Dealer Services, for the Honda Civic LX does not have proof of insurance for June 30th to August 18th with policy number *** ***I never received a new business policy packet that included the declarations of an insurance policy for the Honda Civic LXI never received an amendment policy stating that a multi-policy discount was removed from my policyI did not authorize *** *** *** *** *** or Nationwide insurance company to draft funds from my bank accountI did not received a letter stating that I signed up for recurring electronic fund transfer from my bank account or when my first payment was going to be draftedI did not understand the service representatives that I spoke to on August 29th and September 5th and were unable to resolve my issueI did not receive any email from a customer service representative to my email
This letter is in response to your inquiry and the complaint filed by *** ***. In his letter, Mr*** stated that his claim was incorrectly denied and is seeking reimbursement for $in damages sustained. I have reviewed the loss and respond accordingly*** *** *** is
insured with Titan Insurance, a Nationwide company. An employee for *** *** *** was operating a commercial cement truck and Mr*** was operating a Dodge Caravan, owned by *** Rental, at the time of lossMr*** advised that the loss occurred while both vehicles were traveling on highway in Humble, TX on or about July 30, Mr*** stated stone and debris came from our insured’s vehicle and struck his windshield, resulting in damage*** *** *** has denied involvement in the lossMr*** obtained information for *** *** *** off of the truck. Our insured was not notified at the time of loss or stopped at the scene of loss. Although Mr*** contacted local authorities, they did not respond and a report was not filed at the scene*** *** *** was contacted by phone and letter by Mr*** after the alleged incident. There was no other independent witness or way to verify that our insured was involved in the loss or legally liable for an unsecured load. In addition, there was no way to confirm if Mr***’s damages were sustained due to road hazardThe first notification of the loss was reported to Titan Insurance, a Nationwide company, on November 19, The liability decision was finalized and communicated on November 30, 2016. Mr*** was advised of the liability decision verbally and in writingOur obligation is to pay only claims for which our insured is legally liable forBased on the information we obtained, there was not independent evidence to show that *** *** *** was involved in this incident or that they were liable for damages sustained to Mr***’s rental vehicle. Based on this, we respectfully denied liability for any an all claims. Should Mr*** provide additional information not already considered, we can review our decisionIf you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Charity W*** *** *** *** or by email at ***@nationwide.comSincerely,Todd G***