there are several points Nationwide
tries to make that are and extraordinarily misleading
Let me outline some
confusing things that Nationwide sets forth in their purposefully confusing
explanation This is clearly an effort to make this issue go away
Since I won't permit them to defraud other consumers, let me take a
moment to highlight some obvious problems with their explanation
Webster's dictionary defines the word 'processed' as "to subject to or handle through an established, usually routine set
of procedures (process insurance
claims) that lead to a result[i]"
By this widely accepted definition from a trusted
source, the "processing of a claim" means that the claim
follows a series of steps or procedures that lead to a result of either
being paid or denied
Nationwide claims that they received and processed the
claim in days How is that possible since the claim was not denied
until July 21? The claim that they processed the claim in three days
is completely FALSE They take a small bit of information and manipulate
it to look how they want it to lookIf the claim was in fact,
"processed" in three days, how is it that the claim was still
active and being worked on right through May, June, and July? And
even after CLAIMING that they processed this claim in three days, they go
on to say that they hadn't actually issued a decision on the claim until
July and outline the dates that things happened They claim they
did the right thing in one breath, and tell you that they did not do the
right thing in the next breath This is an ongoing theme with
Nationwide I have only been a customer since April and I already
know this.
What is this May date they speak of? I was
never told anything about an additional waiting period for DENTAL
No one ever mentioned that DENTAL and MEDICAL were separated and
never referred to the two separately There is no separation in the
policy for dental and the premiums I paid were for MEDICAL This was
inclusive of DENTAL and there was no additional waiting period So
how is the date of May even significant? The rep I spoke to on
the phone on July did not know what the date of May meant or why it
was mentioned She had to put me on hold and ask a supervisor
She had no explanation for the May date or what it meant
Where did it come from? What does it mean?
They claim that "Because a dental cleaning
had been done, future claims may be eligible after May 24, 2016."
I again ask, why May 24? What does that mean? And anyone
can tell you that they will DENY any claim relating to her teeth now that
they termed her periodontitis as preexisting What they really mean
to say here is, "Future claims can be sumitted after May 24, but will
be DENIED and NEVER PAID, because we said she has preexisting disease
The claim that Nationwide never delayed a claim is
FALSE Clearly, as I outlined in my initial complaint, the claim was
left to sit until I made contact and started asking questions as to why it
was still pending The only actions that took place came after I either
called in or made email contact asking about the status of the claim
How many coincidences should be believed? Every time I asked
about the claim, the very next day, some action was taken on it And
then it was left to sit longer
The fact is that the claim was submitted on May 10,
and was not finalized as denied for payment until July
There is no defense for the timeline The claim was not
processed in days, it was PENDED for decision in days and Nationwide
proceeded to delay making a decision made to pay or not pay for a total of
days with a series of delaying tactics that are total nonsense
When I called in on June to as(k why no decision had been made
after the medical records had been in the hands of Nationwide for three
weeks, I was told that the department was "backed up and has not been
able to review the records as quickly as usual." Really?
There were four doctor visits in my pet's voluminous records
It takes five minutes to look the few pages over and figure out
whats going onOf course, when you are trying to delay payments and are
looking for reasons to deny claims, I understand completely why it would
take longer Amazingly, as usual, the day after my phone call, a
letter stating an additional days would be needed to review the claim
So I am surprised that Nationwide would LIE and say that they
processed the claim in days, after they issued a letter, days into
the claim process (May to June 15=days), saying that ANOTHER days
would be needed So much for the day claim of Nationwide's
Further, the Vet did not diagnose her with
gastroenteritis (a viral stomach disorder that causes vomiting) or an
upper respiratory DISEASE Nationwide DIAGNOSED my animal with these
illnesses for purposes of intentional exclusion if I were ever to bring my
animal in for treatment of these, or ANY OTHER illnesses My cat did
NOT have GREEN DISCHARGE requiring medical treatment, did not have
VOMITING requiring medical treatment Nationwide is taking ANY WORDS
in the medical record and making them exclusions- whether or not they
actually exist or were a problem But then according to them, they
can confabulate, invent, or claim ANY ILLNESS was preexisting within the
UNETHICAL and IMMORAL wording of their policy They state that
"a preexisting condition means ANY condition that began, was
contracted, manifested, or incurred within TWELVE MONTHS of the effective
date of this policy or during any waiting period, WHETHER OR NOT THE
CONDITION WAS DISCOVERED, DIAGNOSED, OR TREATED..." Under this
definition, ANY ILLNESS will be excluded by Nationwide as preexistingThe
only things Nationwide will pay are injuries that occur to a part of the
body that has never had anything wrong with it, because otherwise they
will claim it was part of a preexisting weakness or injury that occurred
and is PREEXISTING This type of policy is FRAUDULENT and MISLEADING
to the consumer Anything to not pay a claim Anything,
whether immoral, already outlawed in treatment to humans, or misleading to
the customer Along these same lines, Nationwide would say that
words in the medical record such as "the feline was breathing
heavy" would mean that she has a respiratory disease Or
"feline was fearful of staff" would mean that the cat has some
kind of preexisting psychiatric problem or organic brain disorder or
disease Or "feline sneezed" (once) would mean that the cat now has a preexisting allergy or preexisting respiratory disease- from a single sneeze .Nationwide looks to take words in medical records out of
context and turn the into any kind of possible diagnosis that they can
count as a preexisting condition that they can exclude.In the 1980's and 1990's, in the infancy of human HMO's, insurance companies tried the same thing that Nationwide is doing with its pet insurance Finding any sneeze and calling it preexisting respiratory disease A day where a child vomited twice and calling it preexisting gastroenteritis A doctor who asks "how is the baby doing overall," and when the mother says, "sometimes she has a stuffy nose," the insurance company says there is preexisting respiratory disease This is exactly what Nationwide has done with pet insurance Take note that the HMO's attempts to make anything outside of breathing preexisting was met with legislation that outlawed the practice Obviously, we need tighter laws surrounding the pet insurance industry, because Nationwide is doing the same thing Shame on you Nationwide I will make sure that I pass along my experience with Nationwide to all pet owners I know
Take some free marketing advice, Nationwide should change their catch phrase to: Any preexisting condition Any word, anywhere, about anythingWe can and will find itAnything to not pay a claimThat's our Nationwide promise. Truth in advertising, right?
Nationwide
continues to lie and deny
Regards,
*** ***
Thank you for the opportunity to respond to the Revdex.com regarding policy number*** for *** *** and to address *** *** ***’s concerns about his policy.On 01/12/2017, Ms*** *** and Mr*** *** *** received an auto insurance quote from the *** *** ***
Agency, for a Titan Indemnity Company DBA Nationwide Insurance CompanyThisquote listed both *** *** and *** *** *** as rated drivers and included two vehiclesThefollowing notice was printed at the top of the quote: “IMPORTANT NOTE: All Premiums quoted aresubject to verification of information.” (See Attachment titled “Pre-quote 01/12/2017”).On 01/17/2017, Ms*** *** decided to purchase a policy and opted to pay the full premium of$2,as a ‘paid in full’ bill optionThe policy was written and bound with only Ms*** listed as arated driver as Mr*** did not yet have an American drivers’ licenseAfter the policy was bound andduring our new business underwriting review, it was determined the value listed for both vehicles wereoverstatedTherefore, underwriting made appropriate corrections, resulting in a reduction of premium inthe amount of $The result was an adjusted term premium of $2,372.48, as reflected in theinception declarations page(See Attachment titled “Inception Dec”)On 01/19/2017, *** from *** Insurance, contacted our service center to change driver #2; spouse:*** ***, to a rated driver effective 01/19/2017, since Mr*** had obtained his American drivers’licenseThis increased the total term premium in the amount of $1,224.22.Office of Customer Advocacy, One Nationwide Plaza, Columbus Ohio, 43215The reason why the initial quote with both drivers was different than what was the ultimate premium pricefor those same two drivers was the fact that at the time the policy was initially quoted a credit check hadnot been runThe reason for this is that credit is run during the actual application process when thepolicy is purchased, not when a quote is madeThe initial quote provided was a non-credit basedtraditional productHowever, the policy was bound as a general product, which is a credit based product.At the review of this complaint, the total term premium is $3,which includes both *** *** and*** *** *** as rated drivers(See “Revised Dec” attached)When this premium adjustment wasdiscussed with Mr***, he questioned the reason for the difference between the initial quoted premium(with both drivers) and the actual premium (with both drivers)His agent explained that she provided hima quote and when the policy was fully reviewed by underwriting the premium was adjusted based uponadditional informationAs a courtesy for Mr***, an exception was extended to allow cancellation of thepolicy without a mid-term cancellation fee and a return of any unused premiumHowever, Mr***declined the offer.Finally, I want to bring to your attention that on page of the North Carolina Department of InsuranceConsumer Guide to Automobile Insurance, it states the following under “How Rates are Determined,” “Aquote is an estimate of your premiumIt does not offer a firm price or contract.”If you require further assistance in this matter, please contact our Customer Advocacy Coordinator,Charity W*** or by email at ***.Sincerely,Stephanie F*
Dear *** ***,In response to Nationwide let me say I refused to speak to agent Hugh G*** since I had spoken to him many times regarding my large increases in premium and he always assure me I was getting the most for my Premium.I now know this wasn't trueHe was taking care of his commissions, not meI called Customer Service twice to ask for my Insurance score that they based Premium on and both times they refused to give it to meMy last bill was for $not $as they state.I now get many more benefits for $less per yearI see a problem with this.Sincerely,*** ** ***
We are in receipt of your correspondence dated March 7, addressed to *** ***, regarding *** ***’s concern of the SmartRide programI will be happy to respond to the concerns of Mr*** on her behalf.When a vehicle is enrolled into the SmartRide program a 10% participation
discount is applied to the vehicle while the customer has the device plugged in and is transmitting dataThe SmartRide program requires the device to be installed in the vehicle at least days and days prior to the policy renewal date for the vehicle to receive the verified discount on the renewal termWhen a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.On December 15, 2016, Jonathan *** contacted Nationwide to replace a Chevrolet Equinox with a Chevrolet SilveradoThe Chevrolet Equinox was receiving a 10% SmartRide Discount for participating in the SmartRide program while the device was installed in the vehicle and transmitting dataThe Chevrolet Equinox was trending to receive a 40% verified SmartRide Discount, which would have been applied on the April 1, renewal term if the vehicle would not have been replaced with a Chevrolet Silverado.On December 16, 2016, Jonathan *** contacted Nationwide concerning the SmartRide program for the Chevrolet SilveradoMr*** was correctly advised when a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.Nationwide is not able to accommodate *** ***’s expected resolution to apply a 40% verified SmartRide Discount to the Chevrolet Silverado as the vehicle has not completed the data collection period for the SmartRide programIf the vehicle remains enrolled in the SmartRide program, a verified SmartRide Discount will be applied on the September 30, renewal term as determined by the data collection period.If you require further assistance, please contact our Customer Relations Coordinator, Janice K***, at ###-###-#### or by email at ***.Sincerely,Jake M***
I saw numerous lies in the explanationI was not told about me having to register for the paperless billing until I called the first time I noticed the spike in my billI also did not agree with the changed rate of psyI feel like I am being bamboozled into a trick bag with NationwideThere was an agent that admitted it was an error on your end in the beginning of my policy and that error was not due to me it was due to your agent,system, or whoever errorSo I do feel like I should not be penalized due to an error I had no part inY payments started at one rate and then Nationwde decided to spike it upWhich is not exceptableEspecially if the error was atno fault of my ownI have called on numerous occassions due to Nationwide trying to spike up my paymentNot exceptable or fair
Regards, *** ***
This letter is in response to the complaint filed with your agency by *** *** regarding policy ***. On February 9, a refund was issued to *** *** in the amount of $for unearned premium paid on cancelled policy ***
This refund was issued under check number *** On February 26, the refund check number *** was cashedA copy of the cashed refund check has been included On May 9, a second attempt was made to cash refund check number ***The request was not honored as it had been cashed previously on February 26, A copy of the refund check from the second attempt has also been included Per a conversation I had with *** *** on May 23, 2016, the insured advised that he was able to locate where he deposited the refund check in a *** ** *** checking account in February of As the member was able to locate where he cashed the refund check, no further action was taken If you require further assistance, please contact our *** *** ***, Phillis H***, at ###-###-#### or by email at *** Sincerely, Stephen Y***
February 21, 2017*** ***
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*** ** ***
*** *** ** ***Dear Ms***,This letter is in response to Mr***’s complaint regarding the non payment cancellation of hisNationwide Auto policy, and the service he received when contacting our Service Center regardingthis matter.Mr***’s account was set up on paperless billing statementsHis billing statements are sent tothe email address on file, ***Cancellation notices are sent via US Mail inaccordance with the State Insurance Department.On December 9, 2016, a billing notice was emailed to the insured at *** advising thata payment of $was due by January 16, Payment was not received, therefore a Notice ofCancellation was issued on January 20, stating that a payment of $(includes a $15.00late fee) must be received by February 5, 2017, or the policy will cancel effective February 6, 2017.No payment was received and the policy cancelled effective February 6, due to non payment ofpremiumEnclosed is a copy of the Billing Notice, Notice of Cancellation, and Proof of Mailing foryour review.Mr*** states in his complaint that his last day to pay was February 9, A review of ourrecords show we have no bill or documentation in our system to show February 9th as the last day topay.Mr*** has expressed concerns regarding his service experienceWe have reviewed Mr.***’s call to Nationwide’s Service Department to verify what had occurredWe have found thatMr*** contacted our Service department on February 8, to dispute the cancellation for nonpaymentMr*** stated that the notice he received advised that he had until February 9, tomake the paymentThe Service Associate pulled the bill that was issued, in addition to thecancellation notice, and advised the insured that according to Nationwide’s document file, thecancellation notice advised the premium must be paid by February 5, to maintain coverage.The associate also stated that if the insured could provide a copy of the document he received tosupport his statement, we would honor a misprint and reverse the cancellationFurthermore, theassociate offered to have the insured send it to them directly so that they could handle it for himTheinsured stated he was out of town at the time and would not be able to obtain that statement until alater dateHe was concerned about driving without insurance in the mean timeThe Associateinformed him that Nationwide could rewrite a new policy, but that providing the statement would beOffice of Customer Advocacy | *** *** *** *** * *** ** ***the only way that we could make an exception to reverse the cancelled policyAt this moment, theinsured requested a SupervisorThe associate recommended our Escalation Team, placed theinsured on hold, and called the Escalation Team for their reviewThe Associate was unable to reacha member of that teamAfter reaching their voicemail, the hold continued for approximately two andhalf minutesAfter this, the associate came back on the line to advise that they had their Supervisorreview itThe Supervisor declined a reinstatement unless the insured would provide a copy of thewarning notice the insured states had a later date listed as the last date to pay.Currently, Nationwide has to concur with our original decisionAll documentation in our files showsthat we advised payment must be received by February 5, If Mr*** would provide us acopy of the bill which he states said February 9, as the last date to pay, we would honor it andreverse the cancellationIf that documentation cannot be provided, then the cancellation wouldstand.If you require further assistance, please contact our Customer Advocacy Coordinator, *** ***,at ###-###-#### or by email at ***.Sincerely,*** ** ***
*** ***Nationwide###-###-####***Enclosures: January BillNotice of CancellationProof of Mailing
This is an additional response to complaint ***To resolve the issue of thesiding, we have asked for documentation from the customer and/or his contractor toconfirm it is discontinuedIf we are unable to find a reasonable match of style/profile,we will re-evaluate our resolution strategy.If you have any additional questions, please contact Susan H*** ***, Office ofCustomer Advocacy, Nationwide Insurance, One Nationwide Plaza, Columbus OH,43215Sincerely,Tricia P***
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July 28, 2016*** *** ***
*** *** *** *** *** ***
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Dear *** ***,We are in receipt of your request for information regarding the above referenced file*** *** states in his complaint that he received three checks for claims reimbursement which were returned by the issuing bank when he made the deposit*** *** states that he was told by a Nationwide representative that is would take 3-weeks to reissue his checksHe is requesting immediate replacement.Please be advised that we are aware of an internal issue that occurred with our financial institutionWe have identified and reached out to the members who were impacted for resolutionWe contacted *** *** when we discovered the problem and offered several options to reimburse himThese included a paper check (which could take a couple weeks to receive), ACH into his account, or to refund to the payment method on file (which are almost immediate)Please be advised that the funds for the three checks identified by *** *** have been applied to his credit card account on July 22, We also provided an additional $per check to cover any bank fees that may have been incurred.We sincerely apologize for any inconvenience this error may have caused *** ***.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G***, at ###-###-#### or via email at ***Sincerely,Vincent G***Clinical Operations ManagerNationwide***###-###-####
This
letter is in response to the inquiry received from your office on February 8,
We
received a letter from the policyholder in
January for a number of issues
he stated had occurred at his home. He
referenced freezing pipes, water damage, vandalism of his property, damage to
an RV and boat. It was explained that
each of the events reported would have to be a separate claim if the member
chose to pursue. The captured claim was
handled for the covered event of the water leaking from the refrigerator. The loss was handled timely and paid per the
terms of the policy contract
We
asked the policyholder on numerous occasions if he would like us to open a
separate claim for the other occurrences, including his theft claim. We did not have authorization from the member
to open additional claims until December 9, where he did request a claim
be captured for the theft loss.
This
newly captured theft loss is currently under investigation and is being handled
appropriately to the facts of the claim and the regulatory requirements for the
area.
We
have continued to move forward with our investigation and assisting the member
in supporting his loss. Once the
investigation has been completed we will assess coverage for the claim. We have requested a certified copy of the
insurance policy for the policyholder on two separate occasions and have
forwarded that information to the address he has provided to us. We remain committed to assisting the member
through the claim process as expeditiously as possible
If you
require further assistance in this matter, please contact our Customer Relations
Coordinator, *** ***, toll-free at ###-###-####, Ext*** or by email at ***@nationwide.com
Sincerely,
This letter is in response to your request for additional information for the complaint filed with your agencyby *** *** *** regarding his automobile policyNationwide is in receipt of the documentationprovided showing the signed cancellation request and alternate insurance obtained effective July 6, 2015.Thank you for the documentationThe cancellation date for the automobile policy has been corrected toJuly 6, 2015, and credit of $is applied to the policy accordingly.The balance due on the policy is adjusted from $to $The third party collection agency wasnotified and the account with their agency is closed with no negative reporting to the credit bureauThebalance due reflects premium owed up until the cancellation date and can be remitted directly toNationwideAttached please find the premium and payment history for this policy with the adjustmentsincluded.If you require further assistance, please contact *** *** ***, Jane G*** at ###-###-####, or by email at ***m between the hours of 8:AM and 4:PM.Sincerely,Colleen F* *** ***
I have attempted to contact this complainant, and am awaiting a responseThe Complainant's vehicle was towed because the vehicle had WV tags that had expired Apparently the apartment complex had the vehicle towed as it was not registered with them The vehicle has since been
dismantled and sold by *** *** *** ** We were able to inspect and determined that the only damage to the rear of the vehicle was to the bumper, bumper molding, and tailamp I disagree with complainant's premise that Nationwide is responsible for everything He is the owner of the vehicle and ultimately responsible to maintain registration and insurance on the vehicleAttempting to resolve the damages, will adviseRegards, Leonard P***
Thank you for the opportunity to respond to you regarding your policy number *** and to address your concernsabout the policy.On 9/4/2013, you purchased a six-month personal auto insurance policy from Insurance Answer Center with a billplan of 16.7% down and installments with an Electronic
Funds Transfer (EFT) auto draft.As a part of your application, you agreed that you had disclosed all persons age or older (licensed or not) who livein your household or drive any of the vehiclesOn 10/24/2016, you contacted the member service center andrequested a quote for an additional driver, your nephew *** ***During this call you requested them not to beaddedSince *** was not rated on your policy a follow up letter was sent requesting additional information for him.This letter advised if no response was received with in days your policy may be cancelled or a surcharge may beapplied.On 11/28/2016, no additional information was received for *** and he was rated on your policy per the letter senton 10/24/*** *** *** *** *** were also rated on your policy during this changeThe correctionto remove *** *** *** has since been resolved.On 1/29/2017, your policy cancelled for non-payment of premium and no additional information had been received for*** prior to this date.On 3/22/2017, proof of other insurance was received for *** effective 1/31/Since the proof of other insurancewas dated after your policy cancelled on 1/29/no adjustments were made to your policy.If you require further assistance, please contact me, Lance R***, at ###-###-#### or by email at***Sincerely,Dawn D***Tech Underwriting Screener
We are in receipt of your request for information dated August 11, regarding the above referenced file.Based on the information provided, it appears Ms*** is disputing the reimbursement amount she receivedunder claim *** ***Our records show Ms*** had the Superior Plan for Austin
Please remember the Superior Plan worksexclusively with a benefit scheduleAll claims are processed in accordance with the terms of the policy contract,the diagnosis on the claim form, and medical records if submitted.On July 4, we received a claim for the treatment dates of July 2, to July 4, The claim formdocumented four diagnoses:VomitingCholangitisChronic partial extrahepatic bile duct obstructionChronic kidney diseaseThe claim was coded and processed based on the information providedThe Explanation of Benefits mailed toMs*** also included an information code explaining to submit medical records for possible additional benefitreview.As stated in section "Review" of the policy, the policyholder may request a review of any claim:"You may request a review: (1) if we deny your claim in whole or in part, or (2) to ask that we remove anexcluded condition listed on the Declarations Page or Renewal Certificate of your policyYour requestmust be in writingYou must provide us with all medical records and any other supporting documentationupon our reasonable requestWe will not review requests to remove any excluded condition unless thecondition has been cured for at least six (6) months before the date of your requestAll review decisionsare final."On July 27,we received a call from a representative of Massachusetts Veterinary Referral Hospital to seewhat additional information was neededWe explained medical records were necessary in order for us to reviewthe claim for additional benefits.Records were received on July 27,and the review completed August 14, The review determinedadditional benefits were eligible under claim 2***in the amount of $573.30.During the time the review was in process we received three additional claimsThose claims were also processedalong with the review and Explanation of Benefits and reimbursement checks will be mailed under separate cover.Ms*** stated in her complaint that she wants to be reimbursed for the $2,minus the $deductiblefor claim ***We feel we must refer Ms*** to section "Benefit Provisions - Plan En of thepolicy:4.A"We will pay reasonable and necessary veterinary services expenses for your pet's condition thatoccurs and is treated during the policy termTo be eligible for payment, your pet's condition must comewithin a primary diagnostic code listed on the Superior Plan Benefit ScheduleEach condition is eligiblefor payment under only one primary diagnostic code and any applicable secondary diagnostic code, perincident."4.B "The amount we will pay for any condition covered by this policy is determined by: ( I ) yourveterinary services expenses, (2) the Benefit Schedule, and (3) your deductibleWe will pay 90% ofcovered veterinary services expenses up to a maximum of 90% of the Benefit Schedule diagnostic codethat applies to your pet's condition, less your deductible."Should you require any further assistance in this matter, please contact our *** *** ***Janice K***, at ###-###-#### or via email at ***Sincerely,Ben W*** *** *** *** *** ***
Please accept this letter as a formal response to your questions regarding *** *** (K) Plan (Plan), administered by Nationwide Retirement Plans (Nationwide)I appreciate the opportunity to address your concerns.*** *** *** ***has chosen to terminate their plan with Nationwide
and move to a new provider, a company called *** *** The employer was notified on August 19, that our procedures for plan termination include a blackout period, during which no withdrawals can be processed from participant accountsThis blackout period, as indicated to the employer, begins the day we receive the Asset Transfer Request FormWe received this form from the employer on August 21, 2015, effectively beginning the blackout period.I apologize if there was miscommunication from the employer in regards to when the blackout period was to beginUnfortunately, once the period begins we are unable to process participant requestsParticipants must make any requests for withdrawals through the new providerWe did not receive paperwork for the rollover from Ms*** until September 9, 2015, which was after the blackout period had begun.With regards to the fund loss in the account, this is due to the participant chosen investment option, the Nationwide Money Market fundThe rate of return an fund prospectuses are available to participants to review before making investment decisions*** *** also provides access to a third party investment professional that is able to assist participants with making investment decisionsThe rate of return for the money market fund is reported on the website, YTD of -0.64%This information is readily available to participants before making a decisionNationwide is not able to make recommendations, only perform exchanges upon request.The liquidation of the *** *** account is scheduled to occur October 22, Once the transfer of assets to Paychex, Inc is complete, Ms*** can request the rollover of her funds to her IRA.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*** *** ***
Nationwide received the Revdex.com complaint that was submitted on 11/3/Several business units will be involved, in order to resolve this caseUnfortunately, we will be unable to meet the initial deadline date of 11/9/Nationwide is asking for a day extension, or November 19, Please
confirm by responding to this email that the extension has been grantedThe resolution response will be provided earlier, if all issues have been addressed.Enjoy your day.Thank you Barb D***Customer Advocacy Coordinator W ###-###-#### | F ###-###-#### ***
This letter is in response to the complaint filed by Ms*** regarding the collection balance of herAuto policy.On January 30, 2017, the renewal for February 24, had calculated at $At the time ofrenewal, the vehicle on the policy was a T*** *** and Ms*** was the only
driver ratedon the policy.On January 30, 2017, a statement was issued indicating that $119.03; $for the Auto plus a$installment fee was due by February 24, 2017.On February 20, 2017, a payment of $was received via bankcard.On February 28, 2017, a statement was issued indicating that $119.03; $for the Auto plus a$installment fee was due by March 24, 2017.On March 24, 2017, a payment of $was received via CheckFree banking service.On March 31, 2017, a statement was issued indicating that $119.04; $for the Auto plus a$installment fee was due by April 24, 2017.On April 14, 2017, a One Time Electronic Payment was processed for $119.04.On May 1, 2017, a statement was issued indicating that $119.03; $for the Auto plus a $5.00installment fee was due by May 24, 2017.On May 24, 2017, a One Time Electronic Payment was processed for $119.03.On May 31, 2017, a statement was issued indicating that $119.04; $plus a $installmentfee was due by June 24, 2017.On June 19, 2017, Ms*** signed up for automatic payments via electronic funds transfer and the$installment fee from the May 31, statement was waived, leaving $due by June 24,On June 19, 2017, Ms*** also replaced her T*** *** with a T*** ***,this caused a premium increase of $82.60.On June 23, 2017, a One Time Electronic Payment was processed for $114.04.Office of Customer Advocacy | One Nationwide *** *** | *** ** ***On June 28, 2017, a paperless statement was e-mailed to Ms*** indicating that $wasgoing to be automatically withdrawn from her bank account on July 24, 2017.On June 30, 2017, Processing added two accident surcharges to Ms***’s policyThesesurcharges caused an increase of $to Ms***’s policyThese surcharge points wereincorrectly charging on the policy mid-termSurcharge points are only to start charging on the nextapplicable renewalThe next applicable renewal in this case would have been the upcoming August24, renewal.On July 24, 2017, a payment of $was received via electronic funds transfer.On July 31, 2017, the renewal for August 24, calculated at $2,389.20.On August 1, 2017, a paperless statement was e-mailed to Ms*** indicating that $764.40($from the prior term surcharge points that were added, plus 1/6th of the current renewal$398.20, plus a $installment fee) would be automatically withdrawn from her bank account onAugust 24, 2017.On August 21, 2017, effective August 18, Ms*** lowered vehicle coverages on the 2012T*** *** which caused a reduction in premium of $770.20.Ms*** called in to Servicing on September 1, to cancel her Auto policy effective August 21,since she had obtained new insuranceThe policy was canceled and the unearned premium of$was placed back into the billing account leaving a balance of $as a collection.After reviewing the policy, since the surcharge points were added mid-term, we have made thedecision to remove the surcharge points which will credit the account $This adjustment willleave a credit on the account of $28.70, which will then be refunded to Ms***We have alsocontacted the CCS Collection Company and closed the collection accountTo date, nothing has beenreported to any of the credit bureaus and the Nationwide policy has been cancelled with a $0.00balanceWe apologize for the inconvenience this has caused.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D***r, at*** or by email at ***Sincerely,Jackie S*SrAnalystNationwideEnclosures
I reviewed the response made by the business in reference to complaint ID ***, and after being an agent-less Nationwide customer for years was provided Richard T*** at ###-###-####I spoke with Jackie today at Richard's office who is going to review my policy and communicate back with meFeel free to close the complaint now that I have a local human to communicate with
Regards,
*** ***
I reviewed the response made by the business in reference to complaint ID ***, I have submitted documents required to contest VPI denial decision for my cat, *** This week, I reviewed the case with a VPI agent and one of their underwriters It was pointed out to me that while my cat, *** did have a rhinitis exclusion placed on her policy, there is no supporting documentation to have placed the exclusion She has never had rhinitis, nor a related diagnosis prior to the current office visit, therefore no pre-existing condition has occurred My vet's office is deeply involved in this case and has spoken in my defense with VPI They will support my Review of Claim submission with appropriate documentation I hope for a fair resolution of ***'s claim.Yes, ? did choose remove my other cat *** from VPI insurance Like ***, she's also been covered by VPI since under a "Superior" plan At the end of 2014, and the beginning of this year, she developed a serious illness and had to be hospitalized for over a week She required surgery and supportive careHer bill was approximately $5, but VPI paid less than 44% on the claims submitted I've paid more than double in plan payments than the amount reimbursed In my world, that's a terrible return on investment Having ***'s claim completely denied was the final straw, so I moved *** to another company's plan.In closing, I hope that we can reach a resolution in ***'s case No client wants to battle a company in order to receive fair treatment It's stressful and frustrating It's also bad business for VPI/NationwideToday, consumers not only have multiple choices regarding their purchasing choices, but the ability to rate companies on their customer experienceIt's much better for all parties involved to resolve issues quickly and easily I appreciate VPI's willingness to review ***'s claim and the Revdex.com for mediating
Regards, *** *** ***
Thank you for the opportunity to review and respond to Ms***’s complaint regarding her homeowner policy written through Nationwide Insurance effective October 23, 2014.The basis of her complaint is the increased premium on the policy since released by the agencyThe policy when bound had a
coverage amount of $168,with a premium of $Nationwide uses a vendor inspection company to review the premises in an effort to determine if a premise is free of hazardous situations and the components of the home and other structures on premises are in good repairThe reviews are also completed to make sure that the insured has adequate coverage to reconstruct the dwelling if destroyedThis is done through taking measurements of the residence and making observations of the construction features of the homeOnce obtained, the features of the home and measurements are placed into a reconstruction cost calculator for determination of the cost to reconstruct.Upon completion of the inspection, the calculated reconstruction cost on the home was $277,The review was completed on November 19, which was within the first days of the policy contractThe first days of a policy has a provision called the discovery periodThe discovery period is used to complete the underwriting processThe insured was notified of the coverage discrepancy on December 19, The letter mailed to the insured advised that the coverage would be increased from $168,to $272,effective October 23, 2014, the inception date of the policyI can see no response from the insured until early July Since that time, there have been multiple changes to the reconstruction costI have reviewed the vendor inspector’s measurements which are largely correct with the exception of the insured attached guest suiteThe reconstruction estimate has been corrected, coverage lowered and premium amendedEach time a change is made to the amount of coverage a new declarations page was mailed to the insured showing the change was effective October 23, 2014. On July 28, the policy deductible was changed from $to $The change in deductible will reduce the premium amount for the coverage amountThis change was effective July 28, The first days of the contract had a $deductible which would mean the premium was higher than the $which the insured is making her calculations in the complaint fromFrom July 28, through the present date, the premium is based upon a $deductible which is where the difference in the refunds to the premium appears to be.We hope the response is beneficial in explaining the insured’s concernsIf anything additional is needed, please contact Sharon W*** at *** or via phone at ###-###-####.Sincerely,Thomas P*** *** *** ***
there are several points Nationwide
tries to make that are and extraordinarily misleading
Let me outline some
confusing things that Nationwide sets forth in their purposefully confusing
explanation This is clearly an effort to make this issue go away
Since I won't permit them to defraud other consumers, let me take a
moment to highlight some obvious problems with their explanation
Webster's dictionary defines the word 'processed' as "to subject to or handle through an established, usually routine set
of procedures (process insurance
claims) that lead to a result[i]"
By this widely accepted definition from a trusted
source, the "processing of a claim" means that the claim
follows a series of steps or procedures that lead to a result of either
being paid or denied
Nationwide claims that they received and processed the
claim in days How is that possible since the claim was not denied
until July 21? The claim that they processed the claim in three days
is completely FALSE They take a small bit of information and manipulate
it to look how they want it to lookIf the claim was in fact,
"processed" in three days, how is it that the claim was still
active and being worked on right through May, June, and July? And
even after CLAIMING that they processed this claim in three days, they go
on to say that they hadn't actually issued a decision on the claim until
July and outline the dates that things happened They claim they
did the right thing in one breath, and tell you that they did not do the
right thing in the next breath This is an ongoing theme with
Nationwide I have only been a customer since April and I already
know this.
What is this May date they speak of? I was
never told anything about an additional waiting period for DENTAL
No one ever mentioned that DENTAL and MEDICAL were separated and
never referred to the two separately There is no separation in the
policy for dental and the premiums I paid were for MEDICAL This was
inclusive of DENTAL and there was no additional waiting period So
how is the date of May even significant? The rep I spoke to on
the phone on July did not know what the date of May meant or why it
was mentioned She had to put me on hold and ask a supervisor
She had no explanation for the May date or what it meant
Where did it come from? What does it mean?
They claim that "Because a dental cleaning
had been done, future claims may be eligible after May 24, 2016."
I again ask, why May 24? What does that mean? And anyone
can tell you that they will DENY any claim relating to her teeth now that
they termed her periodontitis as preexisting What they really mean
to say here is, "Future claims can be sumitted after May 24, but will
be DENIED and NEVER PAID, because we said she has preexisting disease
The claim that Nationwide never delayed a claim is
FALSE Clearly, as I outlined in my initial complaint, the claim was
left to sit until I made contact and started asking questions as to why it
was still pending The only actions that took place came after I either
called in or made email contact asking about the status of the claim
How many coincidences should be believed? Every time I asked
about the claim, the very next day, some action was taken on it And
then it was left to sit longer
The fact is that the claim was submitted on May 10,
and was not finalized as denied for payment until July
There is no defense for the timeline The claim was not
processed in days, it was PENDED for decision in days and Nationwide
proceeded to delay making a decision made to pay or not pay for a total of
days with a series of delaying tactics that are total nonsense
When I called in on June to as(k why no decision had been made
after the medical records had been in the hands of Nationwide for three
weeks, I was told that the department was "backed up and has not been
able to review the records as quickly as usual." Really?
There were four doctor visits in my pet's voluminous records
It takes five minutes to look the few pages over and figure out
whats going onOf course, when you are trying to delay payments and are
looking for reasons to deny claims, I understand completely why it would
take longer Amazingly, as usual, the day after my phone call, a
letter stating an additional days would be needed to review the claim
So I am surprised that Nationwide would LIE and say that they
processed the claim in days, after they issued a letter, days into
the claim process (May to June 15=days), saying that ANOTHER days
would be needed So much for the day claim of Nationwide's
Further, the Vet did not diagnose her with
gastroenteritis (a viral stomach disorder that causes vomiting) or an
upper respiratory DISEASE Nationwide DIAGNOSED my animal with these
illnesses for purposes of intentional exclusion if I were ever to bring my
animal in for treatment of these, or ANY OTHER illnesses My cat did
NOT have GREEN DISCHARGE requiring medical treatment, did not have
VOMITING requiring medical treatment Nationwide is taking ANY WORDS
in the medical record and making them exclusions- whether or not they
actually exist or were a problem But then according to them, they
can confabulate, invent, or claim ANY ILLNESS was preexisting within the
UNETHICAL and IMMORAL wording of their policy They state that
"a preexisting condition means ANY condition that began, was
contracted, manifested, or incurred within TWELVE MONTHS of the effective
date of this policy or during any waiting period, WHETHER OR NOT THE
CONDITION WAS DISCOVERED, DIAGNOSED, OR TREATED..." Under this
definition, ANY ILLNESS will be excluded by Nationwide as preexistingThe
only things Nationwide will pay are injuries that occur to a part of the
body that has never had anything wrong with it, because otherwise they
will claim it was part of a preexisting weakness or injury that occurred
and is PREEXISTING This type of policy is FRAUDULENT and MISLEADING
to the consumer Anything to not pay a claim Anything,
whether immoral, already outlawed in treatment to humans, or misleading to
the customer Along these same lines, Nationwide would say that
words in the medical record such as "the feline was breathing
heavy" would mean that she has a respiratory disease Or
"feline was fearful of staff" would mean that the cat has some
kind of preexisting psychiatric problem or organic brain disorder or
disease Or "feline sneezed" (once) would mean that the cat now has a preexisting allergy or preexisting respiratory disease- from a single sneeze .Nationwide looks to take words in medical records out of
context and turn the into any kind of possible diagnosis that they can
count as a preexisting condition that they can exclude.In the 1980's and 1990's, in the infancy of human HMO's, insurance companies tried the same thing that Nationwide is doing with its pet insurance Finding any sneeze and calling it preexisting respiratory disease A day where a child vomited twice and calling it preexisting gastroenteritis A doctor who asks "how is the baby doing overall," and when the mother says, "sometimes she has a stuffy nose," the insurance company says there is preexisting respiratory disease This is exactly what Nationwide has done with pet insurance Take note that the HMO's attempts to make anything outside of breathing preexisting was met with legislation that outlawed the practice Obviously, we need tighter laws surrounding the pet insurance industry, because Nationwide is doing the same thing Shame on you Nationwide I will make sure that I pass along my experience with Nationwide to all pet owners I know
Take some free marketing advice, Nationwide should change their catch phrase to: Any preexisting condition Any word, anywhere, about anythingWe can and will find itAnything to not pay a claimThat's our Nationwide promise. Truth in advertising, right?
Nationwide
continues to lie and deny
Regards,
*** ***
Thank you for the opportunity to respond to the Revdex.com regarding policy number*** for *** *** and to address *** *** ***’s concerns about his policy.On 01/12/2017, Ms*** *** and Mr*** *** *** received an auto insurance quote from the *** *** ***
*
Agency, for a Titan Indemnity Company DBA Nationwide Insurance CompanyThisquote listed both *** *** and *** *** *** as rated drivers and included two vehiclesThefollowing notice was printed at the top of the quote: “IMPORTANT NOTE: All Premiums quoted aresubject to verification of information.” (See Attachment titled “Pre-quote 01/12/2017”).On 01/17/2017, Ms*** *** decided to purchase a policy and opted to pay the full premium of$2,as a ‘paid in full’ bill optionThe policy was written and bound with only Ms*** listed as arated driver as Mr*** did not yet have an American drivers’ licenseAfter the policy was bound andduring our new business underwriting review, it was determined the value listed for both vehicles wereoverstatedTherefore, underwriting made appropriate corrections, resulting in a reduction of premium inthe amount of $The result was an adjusted term premium of $2,372.48, as reflected in theinception declarations page(See Attachment titled “Inception Dec”)On 01/19/2017, *** from *** Insurance, contacted our service center to change driver #2; spouse:*** ***, to a rated driver effective 01/19/2017, since Mr*** had obtained his American drivers’licenseThis increased the total term premium in the amount of $1,224.22.Office of Customer Advocacy, One Nationwide Plaza, Columbus Ohio, 43215The reason why the initial quote with both drivers was different than what was the ultimate premium pricefor those same two drivers was the fact that at the time the policy was initially quoted a credit check hadnot been runThe reason for this is that credit is run during the actual application process when thepolicy is purchased, not when a quote is madeThe initial quote provided was a non-credit basedtraditional productHowever, the policy was bound as a general product, which is a credit based product.At the review of this complaint, the total term premium is $3,which includes both *** *** and*** *** *** as rated drivers(See “Revised Dec” attached)When this premium adjustment wasdiscussed with Mr***, he questioned the reason for the difference between the initial quoted premium(with both drivers) and the actual premium (with both drivers)His agent explained that she provided hima quote and when the policy was fully reviewed by underwriting the premium was adjusted based uponadditional informationAs a courtesy for Mr***, an exception was extended to allow cancellation of thepolicy without a mid-term cancellation fee and a return of any unused premiumHowever, Mr***declined the offer.Finally, I want to bring to your attention that on page of the North Carolina Department of InsuranceConsumer Guide to Automobile Insurance, it states the following under “How Rates are Determined,” “Aquote is an estimate of your premiumIt does not offer a firm price or contract.”If you require further assistance in this matter, please contact our Customer Advocacy Coordinator,Charity W*** or by email at ***.Sincerely,Stephanie F
Dear *** ***,In response to Nationwide let me say I refused to speak to agent Hugh G*** since I had spoken to him many times regarding my large increases in premium and he always assure me I was getting the most for my Premium.I now know this wasn't trueHe was taking care of his commissions, not meI called Customer Service twice to ask for my Insurance score that they based Premium on and both times they refused to give it to meMy last bill was for $not $as they state.I now get many more benefits for $less per yearI see a problem with this.Sincerely,*** ** ***
We are in receipt of your correspondence dated March 7, addressed to *** ***, regarding *** ***’s concern of the SmartRide programI will be happy to respond to the concerns of Mr*** on her behalf.When a vehicle is enrolled into the SmartRide program a 10% participation
discount is applied to the vehicle while the customer has the device plugged in and is transmitting dataThe SmartRide program requires the device to be installed in the vehicle at least days and days prior to the policy renewal date for the vehicle to receive the verified discount on the renewal termWhen a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.On December 15, 2016, Jonathan *** contacted Nationwide to replace a Chevrolet Equinox with a Chevrolet SilveradoThe Chevrolet Equinox was receiving a 10% SmartRide Discount for participating in the SmartRide program while the device was installed in the vehicle and transmitting dataThe Chevrolet Equinox was trending to receive a 40% verified SmartRide Discount, which would have been applied on the April 1, renewal term if the vehicle would not have been replaced with a Chevrolet Silverado.On December 16, 2016, Jonathan *** contacted Nationwide concerning the SmartRide program for the Chevrolet SilveradoMr*** was correctly advised when a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.Nationwide is not able to accommodate *** ***’s expected resolution to apply a 40% verified SmartRide Discount to the Chevrolet Silverado as the vehicle has not completed the data collection period for the SmartRide programIf the vehicle remains enrolled in the SmartRide program, a verified SmartRide Discount will be applied on the September 30, renewal term as determined by the data collection period.If you require further assistance, please contact our Customer Relations Coordinator, Janice K***, at ###-###-#### or by email at ***.Sincerely,Jake M***
I saw numerous lies in the explanationI was not told about me having to register for the paperless billing until I called the first time I noticed the spike in my billI also did not agree with the changed rate of psyI feel like I am being bamboozled into a trick bag with NationwideThere was an agent that admitted it was an error on your end in the beginning of my policy and that error was not due to me it was due to your agent,system, or whoever errorSo I do feel like I should not be penalized due to an error I had no part inY payments started at one rate and then Nationwde decided to spike it upWhich is not exceptableEspecially if the error was atno fault of my ownI have called on numerous occassions due to Nationwide trying to spike up my paymentNot exceptable or fair
Regards, *** ***
This letter is in response to the complaint filed with your agency by *** *** regarding policy ***. On February 9, a refund was issued to *** *** in the amount of $for unearned premium paid on cancelled policy ***
This refund was issued under check number *** On February 26, the refund check number *** was cashedA copy of the cashed refund check has been included On May 9, a second attempt was made to cash refund check number ***The request was not honored as it had been cashed previously on February 26, A copy of the refund check from the second attempt has also been included Per a conversation I had with *** *** on May 23, 2016, the insured advised that he was able to locate where he deposited the refund check in a *** ** *** checking account in February of As the member was able to locate where he cashed the refund check, no further action was taken If you require further assistance, please contact our *** *** ***, Phillis H***, at ###-###-#### or by email at *** Sincerely, Stephen Y***
February 21, 2017*** ***
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*** *** ** ***Dear Ms***,This letter is in response to Mr***’s complaint regarding the non payment cancellation of hisNationwide Auto policy, and the service he received when contacting our Service Center regardingthis matter.Mr***’s account was set up on paperless billing statementsHis billing statements are sent tothe email address on file, ***Cancellation notices are sent via US Mail inaccordance with the State Insurance Department.On December 9, 2016, a billing notice was emailed to the insured at *** advising thata payment of $was due by January 16, Payment was not received, therefore a Notice ofCancellation was issued on January 20, stating that a payment of $(includes a $15.00late fee) must be received by February 5, 2017, or the policy will cancel effective February 6, 2017.No payment was received and the policy cancelled effective February 6, due to non payment ofpremiumEnclosed is a copy of the Billing Notice, Notice of Cancellation, and Proof of Mailing foryour review.Mr*** states in his complaint that his last day to pay was February 9, A review of ourrecords show we have no bill or documentation in our system to show February 9th as the last day topay.Mr*** has expressed concerns regarding his service experienceWe have reviewed Mr.***’s call to Nationwide’s Service Department to verify what had occurredWe have found thatMr*** contacted our Service department on February 8, to dispute the cancellation for nonpaymentMr*** stated that the notice he received advised that he had until February 9, tomake the paymentThe Service Associate pulled the bill that was issued, in addition to thecancellation notice, and advised the insured that according to Nationwide’s document file, thecancellation notice advised the premium must be paid by February 5, to maintain coverage.The associate also stated that if the insured could provide a copy of the document he received tosupport his statement, we would honor a misprint and reverse the cancellationFurthermore, theassociate offered to have the insured send it to them directly so that they could handle it for himTheinsured stated he was out of town at the time and would not be able to obtain that statement until alater dateHe was concerned about driving without insurance in the mean timeThe Associateinformed him that Nationwide could rewrite a new policy, but that providing the statement would beOffice of Customer Advocacy | *** *** *** *** * *** ** ***the only way that we could make an exception to reverse the cancelled policyAt this moment, theinsured requested a SupervisorThe associate recommended our Escalation Team, placed theinsured on hold, and called the Escalation Team for their reviewThe Associate was unable to reacha member of that teamAfter reaching their voicemail, the hold continued for approximately two andhalf minutesAfter this, the associate came back on the line to advise that they had their Supervisorreview itThe Supervisor declined a reinstatement unless the insured would provide a copy of thewarning notice the insured states had a later date listed as the last date to pay.Currently, Nationwide has to concur with our original decisionAll documentation in our files showsthat we advised payment must be received by February 5, If Mr*** would provide us acopy of the bill which he states said February 9, as the last date to pay, we would honor it andreverse the cancellationIf that documentation cannot be provided, then the cancellation wouldstand.If you require further assistance, please contact our Customer Advocacy Coordinator, *** ***,at ###-###-#### or by email at ***.Sincerely,*** ** ***
*** ***Nationwide###-###-####***Enclosures: January BillNotice of CancellationProof of Mailing
This is an additional response to complaint ***To resolve the issue of thesiding, we have asked for documentation from the customer and/or his contractor toconfirm it is discontinuedIf we are unable to find a reasonable match of style/profile,we will re-evaluate our resolution strategy.If you have any additional questions, please contact Susan H*** ***, Office ofCustomer Advocacy, Nationwide Insurance, One Nationwide Plaza, Columbus OH,43215Sincerely,Tricia P***
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July 28, 2016*** *** ***
*** *** *** *** *** ***
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Dear *** ***,We are in receipt of your request for information regarding the above referenced file*** *** states in his complaint that he received three checks for claims reimbursement which were returned by the issuing bank when he made the deposit*** *** states that he was told by a Nationwide representative that is would take 3-weeks to reissue his checksHe is requesting immediate replacement.Please be advised that we are aware of an internal issue that occurred with our financial institutionWe have identified and reached out to the members who were impacted for resolutionWe contacted *** *** when we discovered the problem and offered several options to reimburse himThese included a paper check (which could take a couple weeks to receive), ACH into his account, or to refund to the payment method on file (which are almost immediate)Please be advised that the funds for the three checks identified by *** *** have been applied to his credit card account on July 22, We also provided an additional $per check to cover any bank fees that may have been incurred.We sincerely apologize for any inconvenience this error may have caused *** ***.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G***, at ###-###-#### or via email at ***Sincerely,Vincent G***Clinical Operations ManagerNationwide***###-###-####
This
letter is in response to the inquiry received from your office on February 8,
We
received a letter from the policyholder in
January for a number of issues
he stated had occurred at his home. He
referenced freezing pipes, water damage, vandalism of his property, damage to
an RV and boat. It was explained that
each of the events reported would have to be a separate claim if the member
chose to pursue. The captured claim was
handled for the covered event of the water leaking from the refrigerator. The loss was handled timely and paid per the
terms of the policy contract
We
asked the policyholder on numerous occasions if he would like us to open a
separate claim for the other occurrences, including his theft claim. We did not have authorization from the member
to open additional claims until December 9, where he did request a claim
be captured for the theft loss.
This
newly captured theft loss is currently under investigation and is being handled
appropriately to the facts of the claim and the regulatory requirements for the
area.
We
have continued to move forward with our investigation and assisting the member
in supporting his loss. Once the
investigation has been completed we will assess coverage for the claim. We have requested a certified copy of the
insurance policy for the policyholder on two separate occasions and have
forwarded that information to the address he has provided to us. We remain committed to assisting the member
through the claim process as expeditiously as possible
If you
require further assistance in this matter, please contact our Customer Relations
Coordinator, *** ***, toll-free at ###-###-####, Ext*** or by email at ***@nationwide.com
Sincerely,
This letter is in response to your request for additional information for the complaint filed with your agencyby *** *** *** regarding his automobile policyNationwide is in receipt of the documentationprovided showing the signed cancellation request and alternate insurance obtained effective July 6, 2015.Thank you for the documentationThe cancellation date for the automobile policy has been corrected toJuly 6, 2015, and credit of $is applied to the policy accordingly.The balance due on the policy is adjusted from $to $The third party collection agency wasnotified and the account with their agency is closed with no negative reporting to the credit bureauThebalance due reflects premium owed up until the cancellation date and can be remitted directly toNationwideAttached please find the premium and payment history for this policy with the adjustmentsincluded.If you require further assistance, please contact *** *** ***, Jane G*** at ###-###-####, or by email at ***m between the hours of 8:AM and 4:PM.Sincerely,Colleen F
* *** ***
I have attempted to contact this complainant, and am awaiting a responseThe Complainant's vehicle was towed because the vehicle had WV tags that had expired Apparently the apartment complex had the vehicle towed as it was not registered with them The vehicle has since been
dismantled and sold by *** *** *** ** We were able to inspect and determined that the only damage to the rear of the vehicle was to the bumper, bumper molding, and tailamp I disagree with complainant's premise that Nationwide is responsible for everything He is the owner of the vehicle and ultimately responsible to maintain registration and insurance on the vehicleAttempting to resolve the damages, will adviseRegards, Leonard P***
Thank you for the opportunity to respond to you regarding your policy number *** and to address your concernsabout the policy.On 9/4/2013, you purchased a six-month personal auto insurance policy from Insurance Answer Center with a billplan of 16.7% down and installments with an Electronic
Funds Transfer (EFT) auto draft.As a part of your application, you agreed that you had disclosed all persons age or older (licensed or not) who livein your household or drive any of the vehiclesOn 10/24/2016, you contacted the member service center andrequested a quote for an additional driver, your nephew *** ***During this call you requested them not to beaddedSince *** was not rated on your policy a follow up letter was sent requesting additional information for him.This letter advised if no response was received with in days your policy may be cancelled or a surcharge may beapplied.On 11/28/2016, no additional information was received for *** and he was rated on your policy per the letter senton 10/24/*** *** *** *** *** were also rated on your policy during this changeThe correctionto remove *** *** *** has since been resolved.On 1/29/2017, your policy cancelled for non-payment of premium and no additional information had been received for*** prior to this date.On 3/22/2017, proof of other insurance was received for *** effective 1/31/Since the proof of other insurancewas dated after your policy cancelled on 1/29/no adjustments were made to your policy.If you require further assistance, please contact me, Lance R***, at ###-###-#### or by email at***Sincerely,Dawn D***Tech Underwriting Screener
We are in receipt of your request for information dated August 11, regarding the above referenced file.Based on the information provided, it appears Ms*** is disputing the reimbursement amount she receivedunder claim *** ***Our records show Ms*** had the Superior Plan for Austin
Please remember the Superior Plan worksexclusively with a benefit scheduleAll claims are processed in accordance with the terms of the policy contract,the diagnosis on the claim form, and medical records if submitted.On July 4, we received a claim for the treatment dates of July 2, to July 4, The claim formdocumented four diagnoses:VomitingCholangitisChronic partial extrahepatic bile duct obstructionChronic kidney diseaseThe claim was coded and processed based on the information providedThe Explanation of Benefits mailed toMs*** also included an information code explaining to submit medical records for possible additional benefitreview.As stated in section "Review" of the policy, the policyholder may request a review of any claim:"You may request a review: (1) if we deny your claim in whole or in part, or (2) to ask that we remove anexcluded condition listed on the Declarations Page or Renewal Certificate of your policyYour requestmust be in writingYou must provide us with all medical records and any other supporting documentationupon our reasonable requestWe will not review requests to remove any excluded condition unless thecondition has been cured for at least six (6) months before the date of your requestAll review decisionsare final."On July 27,we received a call from a representative of Massachusetts Veterinary Referral Hospital to seewhat additional information was neededWe explained medical records were necessary in order for us to reviewthe claim for additional benefits.Records were received on July 27,and the review completed August 14, The review determinedadditional benefits were eligible under claim 2***in the amount of $573.30.During the time the review was in process we received three additional claimsThose claims were also processedalong with the review and Explanation of Benefits and reimbursement checks will be mailed under separate cover.Ms*** stated in her complaint that she wants to be reimbursed for the $2,minus the $deductiblefor claim ***We feel we must refer Ms*** to section "Benefit Provisions - Plan En of thepolicy:4.A"We will pay reasonable and necessary veterinary services expenses for your pet's condition thatoccurs and is treated during the policy termTo be eligible for payment, your pet's condition must comewithin a primary diagnostic code listed on the Superior Plan Benefit ScheduleEach condition is eligiblefor payment under only one primary diagnostic code and any applicable secondary diagnostic code, perincident."4.B "The amount we will pay for any condition covered by this policy is determined by: ( I ) yourveterinary services expenses, (2) the Benefit Schedule, and (3) your deductibleWe will pay 90% ofcovered veterinary services expenses up to a maximum of 90% of the Benefit Schedule diagnostic codethat applies to your pet's condition, less your deductible."Should you require any further assistance in this matter, please contact our *** *** ***Janice K***, at ###-###-#### or via email at ***Sincerely,Ben W*** *** *** *** *** ***
Please accept this letter as a formal response to your questions regarding *** *** (K) Plan (Plan), administered by Nationwide Retirement Plans (Nationwide)I appreciate the opportunity to address your concerns.*** *** *** ***has chosen to terminate their plan with Nationwide
and move to a new provider, a company called *** *** The employer was notified on August 19, that our procedures for plan termination include a blackout period, during which no withdrawals can be processed from participant accountsThis blackout period, as indicated to the employer, begins the day we receive the Asset Transfer Request FormWe received this form from the employer on August 21, 2015, effectively beginning the blackout period.I apologize if there was miscommunication from the employer in regards to when the blackout period was to beginUnfortunately, once the period begins we are unable to process participant requestsParticipants must make any requests for withdrawals through the new providerWe did not receive paperwork for the rollover from Ms*** until September 9, 2015, which was after the blackout period had begun.With regards to the fund loss in the account, this is due to the participant chosen investment option, the Nationwide Money Market fundThe rate of return an fund prospectuses are available to participants to review before making investment decisions*** *** also provides access to a third party investment professional that is able to assist participants with making investment decisionsThe rate of return for the money market fund is reported on the website, YTD of -0.64%This information is readily available to participants before making a decisionNationwide is not able to make recommendations, only perform exchanges upon request.The liquidation of the *** *** account is scheduled to occur October 22, Once the transfer of assets to Paychex, Inc is complete, Ms*** can request the rollover of her funds to her IRA.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*** *** ***
Nationwide received the Revdex.com complaint that was submitted on 11/3/Several business units will be involved, in order to resolve this caseUnfortunately, we will be unable to meet the initial deadline date of 11/9/Nationwide is asking for a day extension, or November 19, Please
confirm by responding to this email that the extension has been grantedThe resolution response will be provided earlier, if all issues have been addressed.Enjoy your day.Thank you Barb D***Customer Advocacy Coordinator W ###-###-#### | F ###-###-#### ***
This letter is in response to the complaint filed by Ms*** regarding the collection balance of herAuto policy.On January 30, 2017, the renewal for February 24, had calculated at $At the time ofrenewal, the vehicle on the policy was a T*** *** and Ms*** was the only
*SrAnalystNationwideEnclosures
driver ratedon the policy.On January 30, 2017, a statement was issued indicating that $119.03; $for the Auto plus a$installment fee was due by February 24, 2017.On February 20, 2017, a payment of $was received via bankcard.On February 28, 2017, a statement was issued indicating that $119.03; $for the Auto plus a$installment fee was due by March 24, 2017.On March 24, 2017, a payment of $was received via CheckFree banking service.On March 31, 2017, a statement was issued indicating that $119.04; $for the Auto plus a$installment fee was due by April 24, 2017.On April 14, 2017, a One Time Electronic Payment was processed for $119.04.On May 1, 2017, a statement was issued indicating that $119.03; $for the Auto plus a $5.00installment fee was due by May 24, 2017.On May 24, 2017, a One Time Electronic Payment was processed for $119.03.On May 31, 2017, a statement was issued indicating that $119.04; $plus a $installmentfee was due by June 24, 2017.On June 19, 2017, Ms*** signed up for automatic payments via electronic funds transfer and the$installment fee from the May 31, statement was waived, leaving $due by June 24,On June 19, 2017, Ms*** also replaced her T*** *** with a T*** ***,this caused a premium increase of $82.60.On June 23, 2017, a One Time Electronic Payment was processed for $114.04.Office of Customer Advocacy | One Nationwide *** *** | *** ** ***On June 28, 2017, a paperless statement was e-mailed to Ms*** indicating that $wasgoing to be automatically withdrawn from her bank account on July 24, 2017.On June 30, 2017, Processing added two accident surcharges to Ms***’s policyThesesurcharges caused an increase of $to Ms***’s policyThese surcharge points wereincorrectly charging on the policy mid-termSurcharge points are only to start charging on the nextapplicable renewalThe next applicable renewal in this case would have been the upcoming August24, renewal.On July 24, 2017, a payment of $was received via electronic funds transfer.On July 31, 2017, the renewal for August 24, calculated at $2,389.20.On August 1, 2017, a paperless statement was e-mailed to Ms*** indicating that $764.40($from the prior term surcharge points that were added, plus 1/6th of the current renewal$398.20, plus a $installment fee) would be automatically withdrawn from her bank account onAugust 24, 2017.On August 21, 2017, effective August 18, Ms*** lowered vehicle coverages on the 2012T*** *** which caused a reduction in premium of $770.20.Ms*** called in to Servicing on September 1, to cancel her Auto policy effective August 21,since she had obtained new insuranceThe policy was canceled and the unearned premium of$was placed back into the billing account leaving a balance of $as a collection.After reviewing the policy, since the surcharge points were added mid-term, we have made thedecision to remove the surcharge points which will credit the account $This adjustment willleave a credit on the account of $28.70, which will then be refunded to Ms***We have alsocontacted the CCS Collection Company and closed the collection accountTo date, nothing has beenreported to any of the credit bureaus and the Nationwide policy has been cancelled with a $0.00balanceWe apologize for the inconvenience this has caused.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D***r, at*** or by email at ***Sincerely,Jackie S
I reviewed the response made by the business in reference to complaint ID ***, and after being an agent-less Nationwide customer for years was provided Richard T*** at ###-###-####I spoke with Jackie today at Richard's office who is going to review my policy and communicate back with meFeel free to close the complaint now that I have a local human to communicate with
Regards,
*** ***
I reviewed the response made by the business in reference to complaint ID ***, I have submitted documents required to contest VPI denial decision for my cat, *** This week, I reviewed the case with a VPI agent and one of their underwriters It was pointed out to me that while my cat, *** did have a rhinitis exclusion placed on her policy, there is no supporting documentation to have placed the exclusion She has never had rhinitis, nor a related diagnosis prior to the current office visit, therefore no pre-existing condition has occurred My vet's office is deeply involved in this case and has spoken in my defense with VPI They will support my Review of Claim submission with appropriate documentation I hope for a fair resolution of ***'s claim.Yes, ? did choose remove my other cat *** from VPI insurance Like ***, she's also been covered by VPI since under a "Superior" plan At the end of 2014, and the beginning of this year, she developed a serious illness and had to be hospitalized for over a week She required surgery and supportive careHer bill was approximately $5, but VPI paid less than 44% on the claims submitted I've paid more than double in plan payments than the amount reimbursed In my world, that's a terrible return on investment Having ***'s claim completely denied was the final straw, so I moved *** to another company's plan.In closing, I hope that we can reach a resolution in ***'s case No client wants to battle a company in order to receive fair treatment It's stressful and frustrating It's also bad business for VPI/NationwideToday, consumers not only have multiple choices regarding their purchasing choices, but the ability to rate companies on their customer experienceIt's much better for all parties involved to resolve issues quickly and easily I appreciate VPI's willingness to review ***'s claim and the Revdex.com for mediating
Regards, *** *** ***
Thank you for the opportunity to review and respond to Ms***’s complaint regarding her homeowner policy written through Nationwide Insurance effective October 23, 2014.The basis of her complaint is the increased premium on the policy since released by the agencyThe policy when bound had a
coverage amount of $168,with a premium of $Nationwide uses a vendor inspection company to review the premises in an effort to determine if a premise is free of hazardous situations and the components of the home and other structures on premises are in good repairThe reviews are also completed to make sure that the insured has adequate coverage to reconstruct the dwelling if destroyedThis is done through taking measurements of the residence and making observations of the construction features of the homeOnce obtained, the features of the home and measurements are placed into a reconstruction cost calculator for determination of the cost to reconstruct.Upon completion of the inspection, the calculated reconstruction cost on the home was $277,The review was completed on November 19, which was within the first days of the policy contractThe first days of a policy has a provision called the discovery periodThe discovery period is used to complete the underwriting processThe insured was notified of the coverage discrepancy on December 19, The letter mailed to the insured advised that the coverage would be increased from $168,to $272,effective October 23, 2014, the inception date of the policyI can see no response from the insured until early July Since that time, there have been multiple changes to the reconstruction costI have reviewed the vendor inspector’s measurements which are largely correct with the exception of the insured attached guest suiteThe reconstruction estimate has been corrected, coverage lowered and premium amendedEach time a change is made to the amount of coverage a new declarations page was mailed to the insured showing the change was effective October 23, 2014. On July 28, the policy deductible was changed from $to $The change in deductible will reduce the premium amount for the coverage amountThis change was effective July 28, The first days of the contract had a $deductible which would mean the premium was higher than the $which the insured is making her calculations in the complaint fromFrom July 28, through the present date, the premium is based upon a $deductible which is where the difference in the refunds to the premium appears to be.We hope the response is beneficial in explaining the insured’s concernsIf anything additional is needed, please contact Sharon W*** at *** or via phone at ###-###-####.Sincerely,Thomas P*** *** *** ***