Thank you for bringing this issue to our attention, and thank you for notifying us of the unsatisfactory service Ms*** *** received during the claims processWe have taken the appropriate actions and have spoken to the Nationwide claims representative who provide the poor claims service
to *** ***We have also reviewed the discrepancy in the amount paid to Ms*** *** and the balance has now been paid in full.If you require further assistance, please contact our Customer Advocacy Coordinator Joey Lopez, at ###-###-#### or by email at ***@nationwide.com.Sincerely,Christopher H***Claims ManagerNationwide ###-###-#### ***@nationwide.com
Thank you for bringing this issue to our attention….Customer’s Statement of the Problem: A client from Nationwide rear ended our driving school carI have documentation from Nationwide stating it was their faultThey paid for the totaled car; however, I have never received payment for the down
time of the carI have sent emails and have had no response.I have personally been in contact with *** *** as of October 25, and we are working towards a resolution to the aboveI am waiting on documentation from MrBressette to fully shows the loss of income that Drive Smart is claiming.If you require further assistance, please contact our Customer Advocacy Coordinator Joey L***, at ###-###-#### or by email at ***Sincerely,Marialice S*** *** ***
*** *** *** ***
The reason for rejecting the response is I have to send in the paperwork I have since they do not have " documentation they state they have" this is a bad faith claim in which I was hope to not have to run a year process of court in the case of neglect to concur with the contract I paid in full the only changes I made was removal of a driver that was put on my policy without MY consentThe employee Tonya will not speak with me about blatant lieThis is a true example of bullying and timestamping alteration, so I am assuming I need to involve attorneys and media, I refuse to accept less than I deserve from this "multi billion dollar industry per Jason G*** quote to me, this vehicl was my sentimental compensation for giving a child to a couple to adopt in as I was yrs old , and they are strong arming me out of everythingI have been neglected in so many ways where is my car who has it where is my stuff what do they cover..I am sending written letter with my reciept of payment to usual amount I paid for years and money order copy I just called for documents to email Revdex.com they have noneHow is this justiceI would not be so adimant if I was not deserving of what rightfully I was paying forIf this isn't a reason like I said I will have my own documents sent since theirs has disappeared, I assume they want me to go ahead with legal action and media per investigation is that what this has came to? For a company so confident this is a true example of breach of contractPlease just tell me to get it in the system instead of having a little benefit of the doubt that they would settle out of courtObviously what I see is they are a growing business from doing things to unjustly to people
Regards *** ***
I rejected the response back to you from Nationwide Insurance regarding my complaintIt says that I have to give a reason or my case would be closed I do not understand where to respond back toSo I am responding hereIn regards to Nationwide Insurances response to our complaint: Please let me start by saying neither I nor my husband have ever talked to or met with Stacey H*** until after we filed a complaint with the Revdex.comThe response you received has her name only on itThis is fraud! The letter you received is a partial letter that was sent to the DeptOf Insurance in the past written by George A*** from Nation wideThis letter is full of untruths and accusations against myself and my husbandGeorge A*** has twisted many words that were said! As for us agreeing to hire *** *** ***: The adjuster Mike E*** that was assigned to our case with Nationwide suggested to us to go with this companyHe said that this company was a responsible company and that they used them for many casesWe asked him if they were reliable and did good work and could they be trustedMike E*** responded with "yes." We put our trust in this company for that reasonAs for being provided with an estimate: We received several different estimates throughout this ordeal, All of which had a different amountThis company *** never did show us their bonding or license to this dayAs a matter of fact this company, ***, started the demolition of our home without having a permit from the village of ***The village drove by and saw them and stopped them until they got a permit. As for the stove they are saying "I ACCUSED" *** of breaking: I accused nobody of anything! Plain and simple this company did ruin our stove and our refrigeratorAnd Nationwide replaced them bothSo in the long run, This company *** broke our appliances and we had to purchase new ones, because We pay our premiums to NationwideThat was wrong I believe*** should have paid to replace the items they broke not us or our insurance company. As for the lamp that was broken: The man from *** admitted to breaking our lamp and he told us that they would replace itI had nothing to do with that issue. As for this company coming back to do touch up on the paint: This never happened! As for the baseboards and trim: NO WHERE in our home does the baseboards touch the floor like it is supposed toThere were never any repairs made to this! To this day it is still the same. *** was paid to add concrete to the hallway floor where our addition begins to level the floorThe floor now has a 1" slantThis was proven by another contractor we had come inThey also added concrete in front of our refrigerator that wasn't needed and now the floor there is almost a 1/2" slantedThey put concrete in many places that weren't needed including in our front door entrance. As for the kitchen counter tops: They are installed crooked and overlapping and unevenAlso the pattern does not match correctly. As for the kitchen cabinets: They already had to replace a shelf due to buckling from wetnessdue to the fact that they installed partical board shelvingSomething our original cabinets did not haveThey were all woodWe were not charged for this because it was warrantyThis is brand new cabinets and should not,In my opinion, Warp like it didWe never received any additional cabinet molding due to the fact that we would not sign their final checkthese cabinets are no where near the same quality as the ones this company removed prior to the floodThere are warped cabinet doors and one cabinet is cracked inside and outAlso the cabinets are peeling on many areasWe were never shown the original cabinet by the company they came from ***They showed us a wood sampleThat was it. As for the walls caving in : *** the contractor from *** told us that is warranty work and that it would be taken care of AFTER *** had their money from us. As for the back door: Everything was gutted in the back hallway of our homeThe back door stands right in the middle of this hallwayThe water was draining under the door onto our patio which was ice by the time we came home to discover the pipe had burstWhich means for hours this water pelted the walls and doorBut Nationwide never put the door in the estimateThere is clearly damage to the frame and doorMrCampbell never said the door was just an older door! Nationwide has never made us feel that they were on our side, as their commercial says! They argued with us and stopped talking to usYou don't do that to your paying customers who are in need of your services! There are many other issues with what this company *** did to our homeBut right now what we need is for Nationwide to get our home back to the way it was prior to the floodSo far our claim with Nationwide is well over $84,NO WAY did it cost that much to do what they did to our home! I would like an itemized list as to where all this money went to!!! Please help! Thank you! Sincerely, Mrand Mrs*** ***
This letter is in response to the above referenced inquiry from your officeMr*** indicates in hissubmission to your office that he was informed at the time of enrollment in the National Small BusinessAssociation that there would be no rate increases for three (3) years from his date of
enrollment for theNationwide Multiflex Dental insurance coverage available to association members.Mr*** enrolled through an online platformThere is no record of him speaking with an agent duringhis enrollment processNationwide Multiflex Dental is administered through a third-party administrator,*** *** *** (MBA) and underwritten by Nationwide Life Insurance CompanyMBAdoes not offer any rate guarantees and the online platforms do not provide any verbiage of a rate guarantee.Mr*** refers to two fee increases: (1) an administration fee increase in August of 2017; and (2) apremium increase in November of MBA provides a minimum of a thirty (30) day notice of all rateincreasesE-mail notifications were sent to Mr*** on June 20, for the administration rate increasethat took effect on August 1, 2017, and on September 19, for the premium rate increase that tookeffect on November 1, 2017.MBA has a record of two calls from Mr***; one regarding the dental network, and the other discussingthe status of a claimBoth calls were received prior to the above referenced rate increases.MBA reached out to Mr*** to request additional communications and documentation reflecting thealleged rate guaranteeMr*** has been unable to provide any documentation supporting the allegedrate guarantee.Based on our review of this matter, we have determined that the rate increases were valid and that Mr.*** was adequately informed of such increases.We appreciate the opportunity to respond to your inquiryIf you have any further questions or needadditional information, please contact MBA at ###-###-####.Sincerely,Sean R***Operations ManagerNationwide Insurance###-###-####Cc: *** *** - MBANationwide InsuranceOne Nationwide Plaza 04-06-101Columbus, OH
This letter in response to the complaint filed regarding the auto policy cancellation and resulting lapse in coverage Auto policy *** *** was written as a transfer from *** *** effective April 12, The six-month term premium at the time of inception was
$1, On April 14, a statement generated in the amount of $due April 23, The bill included a $installment for *** ***The auto installment was not 1/6th the premium ($251.58) as the account due date of the 23rd was outside of the billing window for the auto policy When circumstances change, the named insured or Agent acting on behalf of the named insured may request the due date be changed via written or phone requestThe due date of an account is initially established when the account is created and typical falling in line with a policy renewal date There is a 10-day window which extends the time frame for collecting the premium up to days prior/past the renewal date, while maintaining the current billing cycleAs the renewal date on *** *** was the 12th and the account due date was the 23rd this resulted in a billing month being lost initiating the premium to be divided over five months instead of sixThis resulted in the $installment for *** *** on the bill due April 23, On May 3, *** *** was cancelled due to a policy transfer effective April 12, The *** Agency contacted the Service Center on May 17, to have $credited, as a result of the cancellation applied to the balance of the current policy, *** ***When a policy is transferred the process is to have any credit on the old policy applied to the new policyThe Agency is authorized to act on behalf of the policyholder, however, the Agency did not provide details regarding the conversation with Ms*** over the application of the credit *** cancelled effective May 15, as the warning notice issued April 27, was not paidThere is a lapse from May 15, until when Ms*** started coverage with the new carrierAccount holds prevent the account from initializing the cancellation process, however, they do not extend the cancellation date The Agency acknowledges there were several conversations with Ms*** about the policyThe Agency explained that an account hold was placed to avoid cancellation and allowed a few more days for Ms*** to make the payment The Agency also explained that they advised the customer had to make a payment to avoid a lapse in coverage The earned premium for coverage provided from April 12, to May 15, on *** *** is $The current collection is $as a result of the $credit applied to the policy balanceAs premium is still owed for coverage provided, a refund cannot be issued If you require further assistance, please contact Phillis H***, at ###-###-#### or by email at *** Sincerely,Gregory AG***
Tell us why here...August 23, 2016
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*** *** ** *** Dear *** ***: This is in response to the inquiry received for the above policyholder and his automobile policy. In *** *** inquiry, he stated three concerns regarding his prior automobile policy with our Company: he was required to insure his spouse, his policy was cancelled without a reason of explanation and he received a bill for $three months after the policy cancelledBelow I will address each concern. *** *** has not disclosed to our Company that he is married and he was rated as single on his automobile policy. Through claims frequency, it was discovered that *** *** has access and/or possession of *** ***’ ***Since *** *** is frequently driving or in possession of the vehicle, our Company guideline is to rate her as a driver on the policy. In the event that *** *** is his spouse, our guidelines also require all spouses to be rated on the automobile policy *** *** states he did not receive a reason of explanation on why his policy was being cancelledOn April 5, 2016, a Notice of Non-Renewal was mailed to *** *** stating his policy was being cancelled due to February 22, and July 28, claims *** *** automobile policy is a semi-annual policyThe policy billed on an installment account together with a property policy with payments due on the 10th of each month The premium for *** ***’ automobile policy was $from November 10, to May 10, Additional, $in late fees and $in installment fees were charged to the account for the most recent policy term totaling a charge of $for the entire November 10, to May 10, termNationwide received total payments in the amount of $1639.73. Of the payments received $was applied to the propery policy and $1,applied to the automobile policy leaving a balance due of $on the automobile policy A complete history of the premium charged and payments received has been enclosed A final bill was mailed to *** *** on April 5, stating the $was due by May 10, When the payment was not received a second notice was mailed to *** *** on May 11, 2016, stating the $was still due for insurance coverage provided up to May 10, The notice states the payment was due by June 9, and if not received, a collection agency may contact him Thank you for the opportunity to review our business handling of the insured’s personal property policyIf you require further assistance, please contact our Customer Relations Coordinator, Kirsandra C***, at ###-###-#### or by email at ***
Sincerely, Bridget MD***Compliance Specialist###-###-#### Ext***
Enclosures:Notice of Non-RenewalFinal BillPayment Notice
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThank you for looking into this and replying promptly
This letter is in response to the complaint filed with your agency by *** *** regarding his automobile policy.The concern regarding payment due date and amount dueOur records indicate the policy is a semi-annual policy written with an effective date of December 18, The policy bills on an
installment account with payment due on the 18th of each monthNationwide allows a five day grace period on all installment accounts.The renewal premium effective June 18, 2016, is $The renewal premium increased $from the prior term due to a rate adjustment implemented by Nationwide in the State of *** *** effective March 30, 2016.The concern regarding cancellationThe agency advises they have not in any way tried to prevent Mr*** from leaving the companyThey have made several attempts to discuss this with him but have not been able to reach him, and have not received return calls to dateHowever, if Mr*** would like to cancel his policy he would just need to send a letter of cancellation which includes his policy number, the date of cancellation requested, and his signature.If you require further assistance, please contact our *** *** ***, Debra C***, at ###-###-#### or by email at ***.Sincerely,Colleen F* *** ***
This letter is in response to your request for additional information.A Nationwide associate called LexisNexis this morningThey do not have any record of *** calling them*** at LexisNexis advised our associate that some companies have“filters” on their reporting, and may not pull back a fault indicatorShe affirmed that thereport is showing no fault, however, the company that Ms*** may be going throughmay have a filter and cannot see that*** advised the associate to have Ms***contact LexisNexis directly, so they can go over the information, and they can provide her acopy of the report showing that it is no faultThe associate asked if *** could provide it tohim, and *** advised they would prefer the consumer call them directlyThe number to callis ###-###-####At the main menu, choose option twoAt the second menu, chooseoption two againThat is the LexisNexis Consumer Center, and someone is there from 8AMto 7PM EST Monday through Friday.Sincerely,Barb D***Customer Advocacy Coordinator###-###-####***@nationwide.com
We are in receipt of your correspondence dated May 17, regarding *** ***’s additional request to contact Credit Collections Services (CCS) and waiving the remaining collection amount. I will be happy to respond to Ms***’s additional request CCS has closed the collection account for $and has advised the amount has not been reported to the Credit Bureau. CCS will also be mailing a letter to Ms*** confirming the account has been closed and not reported to the Credit Bureau. Concerning the remaining $balance owed, this amount is not able to be waived by *** *** *** *** Insurance Company. In order to remain compliant with the North Carolina Department of Insurance premium is not able be waived for coverage provided There was not a call located advising the collection balance would be waived. Since Customer Service Representative (CSR), Dianne, did not provide information to Ms*** that the unearned premium would be calculated on a short-rate basis and there would be premium owed for coverage provided from January 1, to January 18, 2017, the unearned premium was able to be recalculated on a pro-rata basis which reduced the collection amount from $to $ If you require further assistance, please contact our Customer Relations Coordinator, Phillis H***, at ###-###-#### or by email at ***@nationwide.com Sincerely, Jake M*** Senior Analyst
Thank you for the opportunity to respond to the Revdex.com inquiry regarding Chuck *** and to address his concerns We are unable to locate a policy or claim associated with Mr*** July 17th loss. Our claims organization were unable to locate a claim or
phone call associated with Mr*** on the dates that were provided. The claim number is not associated with any Nationwide claim numberIn order to research this matter further, Mr*** would need to provide additional documentation If you require further assistance in this matter, please contact our *** *** *** Charity W*** ###### or by email at *** Sincerely, Charity W***
There was no direct answer to anything that was written in the complaintWhy was the adjuster allowed to write a check to *** *** without the need for my signatureI would like to see a document from my homeowners policy that shows that the adjuster had the right to do what he didAdditionally *** *** is charging me $after the amount paid by the insurance ($3100.30), the insurance paid *** *** after their work had been done and Nationwide had already received an invoiceThere are no hidden or additional damages to the property that *** *** would be charging extra for they are charging $for the work that they did a number I find exaggeratedThe way I view it *** *** is overcharging with the intent that Nationwide release more money to them, something which I do not agree with since all of the money that is being paid to *** *** is coming out of my pocketGiven that I pay my insurance bill monthly and my bill goes up with each claimI believe that Nationwide should negotiate the invoice price with *** ***, since they have a track record of overcharging
Regards,
*** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me I completely disagree with them stating I agreed to enroll despite what they claim they said was discussed via phone However, given what I have read about them it is not surprising behavior In fact, the guy on phone told me I was in no way agreeing to sign up when they mailed packet which is opposite of what they are saying I hope you will consider this when you rank them on your site They are a total scam and fraud of a company
I am responding to the above captioned Ohio Revdex.com complaint received for theautomobile accident that occurred on December 21st, in *** ***, OhioThe claim wasreported to *** *** Company (Allied) on December 22nd, and on this same datethe handling
claims associate, Jennifer J***, spoke with Ms***, who advised she did not havetime to discuss the accident detailsOn December 23rd, Jennifer J*** obtained the police report andspoke with the insured driver, *** ***, and accepted liability for this loss.The investigation revealed that Ms*** struck Ms*** from behind and was liable for assuredcleared distance*** *** Police were called to the scene and a report was filed.Jennifer J*** then reached out to Ms*** on December 23rd to discuss the claim further and Ms.*** would not provide a statement regarding the accident details and confirmed that she was infact injured and would be seeking medical treatmentMs*** advised she would be using her ownautomobile insurance, *** Insurance Company, to handle the property damage to her vehicle.On January 7th, Ms*** and MsJ*** spoke to discuss the handling of the injury portion of theclaim where Ms*** advised of the injuries she sustained and treatment being sought with Dr.*** MsJ*** presented an offer to resolve the bodily injury claim being presented; and Ms.*** advised she did not wish to resolve her claim at that timeMsJ*** sent a MedicalAuthorization for Ms*** to completeClaim associate Jennifer J*** ran an ISO search inDecisionNet to determine if Ms*** had been involved in any prior lossesAfter running ISO therewas a match for Ms*** which was completed by her insurance carrier, *** Insurance forthis lossDecisionNet pulled her information including her social security number based off thegeneral information from the police report.This Medical Authorization has not been returned by Ms*** and because we do not have herwritten consent, Allied has not contacted any medical providers as no such authorization has beenreceivedNo information has been shared outside of Allied due to privacy practices and regulations.On February 26th, Allied received a Property Damage demand from Ms***’s carrier, ***
*** Company in the amount of $4,which included the $collision deductibleItwas reviewed and an offer was presented by our subrogration specialist to *** Insurance.Please know that we will issue the $deductible to Ms*** at this time and will send to herhome address immediately.If you have any additional questions please contact Angela S***, *** *** Office of Customer Advocacy at ###-###-#### or ***Sincerely,Nicole B***
This
letter is in response to the inquiry received from your office on November 4,
Nationwide
Mutual Fire Company did receive
notice of a claim from Mr*** *** on
September 30, 2015. The claim was
assigned to a local associate who attempted to reach Mr*** on October 1,
2015. Attempts to contact the member on
both the home and cell numbers were unsuccessful; however, messages were left
at each number
The
associate tried again to reach Mr*** and was successful in reaching him on
October 2, 2015. Subsequent to our
contact, the associate sent a leak detection expert to investigate the cause of
loss. The expert inspected the property
on October 5, and a site inspection was completed by our associate on
October 7, 2015. The associate attempted
to contact Mr*** to review the findings of our investigation as well as the
policy limitations on October 15, 2015.
This contact was again met with voicemail and a detailed message was
left. A letter was also mailed to Mr
*** on October 19, providing additional detail and basis for the denial
of coverage as conveyed telephonically a few days earlier. The claims associate attempted to follow up with
Mr*** again on October 27, 2015.
This contact attempt also was met with voicemail and another message was
left. While we were not able to reach
Mr*** via telephone on October 27, 2015, the member did email the claim
associate, advising that he had not received a letter from usThe claim
associate called the insured on November 3, leaving a voicemail message
that she would email him another copy of the denial letterThe claim associate
emailed the insured another copy of the letter on November 4,
Mr
*** responded to the email with the letter on November 3, notifying us
that he also intended to pursue a separate area of damage. Since this damage was unrelated to the
existing claim, a new claim was captured for this loss on November 5, In
addition to this email communication, the local claim manager spoke to Mr
***, reviewing the findings on the first claim and confirming the capture of
the new loss.
If you
require further assistance in this matter, please contact our *** *** ***, Gerrie H***, toll-free at ###-###-####, Ext*** or by email at ***
Sincerely,
Michelle
M***
*** ***
I am rejecting this response because you are still in the process of having this corrected, but you still don't have a final product from MVA that shows you have updated my accidentsIn your first response, you state you've taken care of it, then when I ask for proof, now you say you're in the midst of taking care of this, without something in writing from MVA I don't believe youI contacted MVA and they stated it only takes 24-hours to make the update and see the change, why it's taken you several weeks to correct your mistake, I don't understandI don't want promoises at this time but a written letter from MVA stating my accident information has been updated, until I receive that, I do not consider this issue to be resolved
Regards, *** ***
This is in response to the additional inquiry received for the above policyholder and her property policy. Ms*** alleges our Company did a inspection on her homeOur vendor ***, performed the inspection on July 23, with her spouse, Ryan ***’s permissionMr*** was interviewed by the inspector and allowed the inspector to enter the home to perform an interior review as well as the exterior revewA copy of the inspection report has been enclosed Ms*** has shared that her siding is not wood shakes, but vinyl that look like woodIn review of the pictures within the inspection, the siding does appear to be wood shakesIf they are vinyl, our replacement cost would only decrease by $to $277, Our Company was insuring Mrand Ms***’s home at 100% replacement cost and through the inspection it was found to be $278,We cannot answer how other companies rate for replacement cost. Ms*** is also concerned on her billing account and the payment our Company received on April 20, to reinstate her policyThe following is a breakdown of her billing account: On June 23, a transaction processed binding policy 5106HOeffective June 25, with a term premium of $859.09. On July 16, a check payment was received via the mail in the amount of $859.09. On August 31, a change was processed to the policy increasing the coverage limits effective the June 25, inception dateThis change was made based on an inspection completed and resulted in an increase in premium of $274.78. On March 1, a bill was issued advising that a payment of $was due by March 25, 2016. On March 31, a Notice of Cancellation was issued advising that a payment of $must reach Nationwide by April 14, or the policy would be cancelled effective April 15, 2016. On April 18, a transaction was processed to cancel the policy effective April 15, $in unearned premium was removed from the account leaving a collection balance of $due for coverage provided until April 15, 2016. On April 20, a check payment was received via the mail in the amount of $Per our records this payment was made on behalf of the insured by her mortgage company Wells Fargo BankA copy of the redacted check has been included. On April 21, a transaction was automatically processed to reinstate the policy effective April 20, As the automobile policy had been cancelled, the policy was reinstated without the Home and Car discount leaving an amount due of $59.75. As Ms*** has advised that she has obtained coverage elsewhere and does not desire to be insured with Nationwide we are able to process a cancelation of the policy per her requestThe policy has been request cancelled effective April 20, and a $refund has been issued on the policy. Thank you for the opportunity to review our business handling of the insured’s personal property policy If you require further assistance, please contact our *** *** ***, Cathy D***r, at ###-###-#### or by email at *** Sincerely, Bridget MD***
January 17, 2017*** ***
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Dear *** ***
This letter is in response to the complaint received by the Company from your office regarding *** *** *** *** for *** ***In reviewing our files, *** *** contacted the Company’s Personal Lines Services (Service) department on October 27, to advise that there was glass damage to both of his existing insured vehicles, which included a Kia Optima and a Dodge RamThe Service representative notified *** *** that he had Comprehensive coverage with a $deductible on both vehicles, but he did not have Full Glass coverage on either vehicle*** *** requested to add Full Glass coverage to both vehicles effective October 27, 2015, and it was clarified that this would be available for any future losses on or after that dateThe coverage was added as requested*** *** did not mention or request to add coverage for Original Equipment Manufacturer (OEM) parts, which is a separate policy coverage available for a vehicle with Comprehensive and/or Collision coverageCompany guidelines do not require OEM coverage to be offered for existing vehicles that already have Comprehensive and Collision coverage.On April 18, 2016, *** *** contacted Service and requested to have calls reviewed to verify if OEM coverage was offered for his vehiclesThe call from October 27, had been reviewed and it was determined that there was no company errorThe call from June 17, was then reviewed, when the Dodge Ram was added to the policy effective June 14, 2014, to see if OEM was offered when the vehicle was added to the policy, as required per Company guidelines when adding a new vehicle to a policy with Comprehensive and/or Collision coverageAfter reviewing the call, it was determined that OEM was not offered for the Dodge Ram during that call, and per guidelines, coverage could be backdated to the date the vehicle was added, effective June 14, Two outbound calls were made, on April 22, and April 26, 2016, and voicemails were left with *** *** to advise of the determination and approval to add OEM coverage for the Dodge Ram effective June 14, *** *** called Service on May 6, and was advised of this information, but declined to add OEM effective to June 14, at that timeDue to this, OEM coverage was not added to the policy for either vehicle.On September 5, 2016, *** *** contacted Service to verify if he had OEM coverage on the Dodge Ram and the Kia OptimaThe Service representative advised that OEM coverage was on the Dodge Ram but not the Kia OptimaThe Service representative clarified that if added, it would apply to any future losses to the vehicleIt was advised that the OEM coverage was added effective September 5, for the Kia Optima.In reviewing our files, the OEM coverage was not added as advised and neither the Dodge Ram or Kia Optima currently has or has ever included OEM coverageDue to this, the Company has approval to add OEM coverage for the Dodge Ram and Kia Optima effective September 5, 2016, to apply to any losses that occurred on or after that date, if *** *** agrees to do soNo change will be made to the policy unless authorized by *** *** and he agrees to the change and additional premium owedIf this change is made per *** ***’s request, notification will be provided to Safelite Auto Glass to reflect that the Dodge Ram and Kia Optima have full glass coverage effective October 27, and OEM coverage effective September 5, If the OEM coverage is added, applicable premium charges will apply from September 5, forward, and the premium increase would be billed to *** *** starting with the next billing cycle*** *** can use the contact information below, or contact Personal Lines Services at ###-###-#### to request any changes to the policy or ask any additional questions as needed.No refund can be provided by the Company to *** *** as the coverage on the Auto policy for both the Dodge Ram and Kia Optima has been rated and charged appropriately from the date the vehicles were added to *** ***’s Auto policy using rates filed and approved in the rating state of California*** *** was not charged any premium for Full Glass coverage prior to October 27, and has not been charged any premium for OEM coverage on either vehicle at any point on the Auto policy.If you require further assistance, please contact our Customer Advocacy Coordinator, *** *** at ###-###-#### or by email at ***
Sincerely,*** ***
*** ***
*** *** *** ***###-###-####***
Thank you for bringing this issue to our attention, and thank you for notifying us of the unsatisfactory service Ms*** *** received during the claims processWe have taken the appropriate actions and have spoken to the Nationwide claims representative who provide the poor claims service
to *** ***We have also reviewed the discrepancy in the amount paid to Ms*** *** and the balance has now been paid in full.If you require further assistance, please contact our Customer Advocacy Coordinator Joey Lopez, at ###-###-#### or by email at ***@nationwide.com.Sincerely,Christopher H***Claims ManagerNationwide ###-###-#### ***@nationwide.com
Thank you for bringing this issue to our attention….Customer’s Statement of the Problem: A client from Nationwide rear ended our driving school carI have documentation from Nationwide stating it was their faultThey paid for the totaled car; however, I have never received payment for the down
time of the carI have sent emails and have had no response.I have personally been in contact with *** *** as of October 25, and we are working towards a resolution to the aboveI am waiting on documentation from MrBressette to fully shows the loss of income that Drive Smart is claiming.If you require further assistance, please contact our Customer Advocacy Coordinator Joey L***, at ###-###-#### or by email at ***Sincerely,Marialice S*** *** ***
*** *** *** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***
The reason for rejecting the response is I have to send in the paperwork I have since they do not have " documentation they state they have" this is a bad faith claim in which I was hope to not have to run a year process of court in the case of neglect to concur with the contract I paid in full the only changes I made was removal of a driver that was put on my policy without MY consentThe employee Tonya will not speak with me about blatant lieThis is a true example of bullying and timestamping alteration, so I am assuming I need to involve attorneys and media, I refuse to accept less than I deserve from this "multi billion dollar industry per Jason G*** quote to me, this vehicl was my sentimental compensation for giving a child to a couple to adopt in as I was yrs old , and they are strong arming me out of everythingI have been neglected in so many ways where is my car who has it where is my stuff what do they cover..I am sending written letter with my reciept of payment to usual amount I paid for years and money order copy I just called for documents to email Revdex.com they have noneHow is this justiceI would not be so adimant if I was not deserving of what rightfully I was paying forIf this isn't a reason like I said I will have my own documents sent since theirs has disappeared, I assume they want me to go ahead with legal action and media per investigation is that what this has came to? For a company so confident this is a true example of breach of contractPlease just tell me to get it in the system instead of having a little benefit of the doubt that they would settle out of courtObviously what I see is they are a growing business from doing things to unjustly to people
Regards *** ***
I rejected the response back to you from Nationwide Insurance regarding my complaintIt says that I have to give a reason or my case would be closed I do not understand where to respond back toSo I am responding hereIn regards to Nationwide Insurances response to our complaint: Please let me start by saying neither I nor my husband have ever talked to or met with Stacey H*** until after we filed a complaint with the Revdex.comThe response you received has her name only on itThis is fraud! The letter you received is a partial letter that was sent to the DeptOf Insurance in the past written by George A*** from Nation wideThis letter is full of untruths and accusations against myself and my husbandGeorge A*** has twisted many words that were said! As for us agreeing to hire *** *** ***: The adjuster Mike E*** that was assigned to our case with Nationwide suggested to us to go with this companyHe said that this company was a responsible company and that they used them for many casesWe asked him if they were reliable and did good work and could they be trustedMike E*** responded with "yes." We put our trust in this company for that reasonAs for being provided with an estimate: We received several different estimates throughout this ordeal, All of which had a different amountThis company *** never did show us their bonding or license to this dayAs a matter of fact this company, ***, started the demolition of our home without having a permit from the village of ***The village drove by and saw them and stopped them until they got a permit. As for the stove they are saying "I ACCUSED" *** of breaking: I accused nobody of anything! Plain and simple this company did ruin our stove and our refrigeratorAnd Nationwide replaced them bothSo in the long run, This company *** broke our appliances and we had to purchase new ones, because We pay our premiums to NationwideThat was wrong I believe*** should have paid to replace the items they broke not us or our insurance company. As for the lamp that was broken: The man from *** admitted to breaking our lamp and he told us that they would replace itI had nothing to do with that issue. As for this company coming back to do touch up on the paint: This never happened! As for the baseboards and trim: NO WHERE in our home does the baseboards touch the floor like it is supposed toThere were never any repairs made to this! To this day it is still the same. *** was paid to add concrete to the hallway floor where our addition begins to level the floorThe floor now has a 1" slantThis was proven by another contractor we had come inThey also added concrete in front of our refrigerator that wasn't needed and now the floor there is almost a 1/2" slantedThey put concrete in many places that weren't needed including in our front door entrance. As for the kitchen counter tops: They are installed crooked and overlapping and unevenAlso the pattern does not match correctly. As for the kitchen cabinets: They already had to replace a shelf due to buckling from wetnessdue to the fact that they installed partical board shelvingSomething our original cabinets did not haveThey were all woodWe were not charged for this because it was warrantyThis is brand new cabinets and should not,In my opinion, Warp like it didWe never received any additional cabinet molding due to the fact that we would not sign their final checkthese cabinets are no where near the same quality as the ones this company removed prior to the floodThere are warped cabinet doors and one cabinet is cracked inside and outAlso the cabinets are peeling on many areasWe were never shown the original cabinet by the company they came from ***They showed us a wood sampleThat was it. As for the walls caving in : *** the contractor from *** told us that is warranty work and that it would be taken care of AFTER *** had their money from us. As for the back door: Everything was gutted in the back hallway of our homeThe back door stands right in the middle of this hallwayThe water was draining under the door onto our patio which was ice by the time we came home to discover the pipe had burstWhich means for hours this water pelted the walls and doorBut Nationwide never put the door in the estimateThere is clearly damage to the frame and doorMrCampbell never said the door was just an older door! Nationwide has never made us feel that they were on our side, as their commercial says! They argued with us and stopped talking to usYou don't do that to your paying customers who are in need of your services! There are many other issues with what this company *** did to our homeBut right now what we need is for Nationwide to get our home back to the way it was prior to the floodSo far our claim with Nationwide is well over $84,NO WAY did it cost that much to do what they did to our home! I would like an itemized list as to where all this money went to!!! Please help! Thank you! Sincerely, Mrand Mrs*** ***
This letter is in response to the above referenced inquiry from your officeMr*** indicates in hissubmission to your office that he was informed at the time of enrollment in the National Small BusinessAssociation that there would be no rate increases for three (3) years from his date of
enrollment for theNationwide Multiflex Dental insurance coverage available to association members.Mr*** enrolled through an online platformThere is no record of him speaking with an agent duringhis enrollment processNationwide Multiflex Dental is administered through a third-party administrator,*** *** *** (MBA) and underwritten by Nationwide Life Insurance CompanyMBAdoes not offer any rate guarantees and the online platforms do not provide any verbiage of a rate guarantee.Mr*** refers to two fee increases: (1) an administration fee increase in August of 2017; and (2) apremium increase in November of MBA provides a minimum of a thirty (30) day notice of all rateincreasesE-mail notifications were sent to Mr*** on June 20, for the administration rate increasethat took effect on August 1, 2017, and on September 19, for the premium rate increase that tookeffect on November 1, 2017.MBA has a record of two calls from Mr***; one regarding the dental network, and the other discussingthe status of a claimBoth calls were received prior to the above referenced rate increases.MBA reached out to Mr*** to request additional communications and documentation reflecting thealleged rate guaranteeMr*** has been unable to provide any documentation supporting the allegedrate guarantee.Based on our review of this matter, we have determined that the rate increases were valid and that Mr.*** was adequately informed of such increases.We appreciate the opportunity to respond to your inquiryIf you have any further questions or needadditional information, please contact MBA at ###-###-####.Sincerely,Sean R***Operations ManagerNationwide Insurance###-###-####Cc: *** *** - MBANationwide InsuranceOne Nationwide Plaza 04-06-101Columbus, OH
This letter in response to the complaint filed regarding the auto policy cancellation and resulting lapse in coverage Auto policy *** *** was written as a transfer from *** *** effective April 12, The six-month term premium at the time of inception was
$1, On April 14, a statement generated in the amount of $due April 23, The bill included a $installment for *** ***The auto installment was not 1/6th the premium ($251.58) as the account due date of the 23rd was outside of the billing window for the auto policy When circumstances change, the named insured or Agent acting on behalf of the named insured may request the due date be changed via written or phone requestThe due date of an account is initially established when the account is created and typical falling in line with a policy renewal date There is a 10-day window which extends the time frame for collecting the premium up to days prior/past the renewal date, while maintaining the current billing cycleAs the renewal date on *** *** was the 12th and the account due date was the 23rd this resulted in a billing month being lost initiating the premium to be divided over five months instead of sixThis resulted in the $installment for *** *** on the bill due April 23, On May 3, *** *** was cancelled due to a policy transfer effective April 12, The *** Agency contacted the Service Center on May 17, to have $credited, as a result of the cancellation applied to the balance of the current policy, *** ***When a policy is transferred the process is to have any credit on the old policy applied to the new policyThe Agency is authorized to act on behalf of the policyholder, however, the Agency did not provide details regarding the conversation with Ms*** over the application of the credit *** cancelled effective May 15, as the warning notice issued April 27, was not paidThere is a lapse from May 15, until when Ms*** started coverage with the new carrierAccount holds prevent the account from initializing the cancellation process, however, they do not extend the cancellation date The Agency acknowledges there were several conversations with Ms*** about the policyThe Agency explained that an account hold was placed to avoid cancellation and allowed a few more days for Ms*** to make the payment The Agency also explained that they advised the customer had to make a payment to avoid a lapse in coverage The earned premium for coverage provided from April 12, to May 15, on *** *** is $The current collection is $as a result of the $credit applied to the policy balanceAs premium is still owed for coverage provided, a refund cannot be issued If you require further assistance, please contact Phillis H***, at ###-###-#### or by email at *** Sincerely,Gregory AG***
Tell us why here...August 23, 2016
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*** *** ** *** Dear *** ***: This is in response to the inquiry received for the above policyholder and his automobile policy. In *** *** inquiry, he stated three concerns regarding his prior automobile policy with our Company: he was required to insure his spouse, his policy was cancelled without a reason of explanation and he received a bill for $three months after the policy cancelledBelow I will address each concern. *** *** has not disclosed to our Company that he is married and he was rated as single on his automobile policy. Through claims frequency, it was discovered that *** *** has access and/or possession of *** ***’ ***Since *** *** is frequently driving or in possession of the vehicle, our Company guideline is to rate her as a driver on the policy. In the event that *** *** is his spouse, our guidelines also require all spouses to be rated on the automobile policy *** *** states he did not receive a reason of explanation on why his policy was being cancelledOn April 5, 2016, a Notice of Non-Renewal was mailed to *** *** stating his policy was being cancelled due to February 22, and July 28, claims *** *** automobile policy is a semi-annual policyThe policy billed on an installment account together with a property policy with payments due on the 10th of each month The premium for *** ***’ automobile policy was $from November 10, to May 10, Additional, $in late fees and $in installment fees were charged to the account for the most recent policy term totaling a charge of $for the entire November 10, to May 10, termNationwide received total payments in the amount of $1639.73. Of the payments received $was applied to the propery policy and $1,applied to the automobile policy leaving a balance due of $on the automobile policy A complete history of the premium charged and payments received has been enclosed A final bill was mailed to *** *** on April 5, stating the $was due by May 10, When the payment was not received a second notice was mailed to *** *** on May 11, 2016, stating the $was still due for insurance coverage provided up to May 10, The notice states the payment was due by June 9, and if not received, a collection agency may contact him Thank you for the opportunity to review our business handling of the insured’s personal property policyIf you require further assistance, please contact our Customer Relations Coordinator, Kirsandra C***, at ###-###-#### or by email at ***
Sincerely, Bridget MD***Compliance Specialist###-###-#### Ext***
Enclosures:Notice of Non-RenewalFinal BillPayment Notice
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThank you for looking into this and replying promptly
This letter is in response to the complaint filed with your agency by *** *** regarding his automobile policy.The concern regarding payment due date and amount dueOur records indicate the policy is a semi-annual policy written with an effective date of December 18, The policy bills on an
* *** ***
installment account with payment due on the 18th of each monthNationwide allows a five day grace period on all installment accounts.The renewal premium effective June 18, 2016, is $The renewal premium increased $from the prior term due to a rate adjustment implemented by Nationwide in the State of *** *** effective March 30, 2016.The concern regarding cancellationThe agency advises they have not in any way tried to prevent Mr*** from leaving the companyThey have made several attempts to discuss this with him but have not been able to reach him, and have not received return calls to dateHowever, if Mr*** would like to cancel his policy he would just need to send a letter of cancellation which includes his policy number, the date of cancellation requested, and his signature.If you require further assistance, please contact our *** *** ***, Debra C***, at ###-###-#### or by email at ***.Sincerely,Colleen F
This letter is in response to your request for additional information.A Nationwide associate called LexisNexis this morningThey do not have any record of *** calling them*** at LexisNexis advised our associate that some companies have“filters” on their reporting, and may not pull back a fault indicatorShe affirmed that thereport is showing no fault, however, the company that Ms*** may be going throughmay have a filter and cannot see that*** advised the associate to have Ms***contact LexisNexis directly, so they can go over the information, and they can provide her acopy of the report showing that it is no faultThe associate asked if *** could provide it tohim, and *** advised they would prefer the consumer call them directlyThe number to callis ###-###-####At the main menu, choose option twoAt the second menu, chooseoption two againThat is the LexisNexis Consumer Center, and someone is there from 8AMto 7PM EST Monday through Friday.Sincerely,Barb D***Customer Advocacy Coordinator###-###-####***@nationwide.com
We are in receipt of your correspondence dated May 17, regarding *** ***’s additional request to contact Credit Collections Services (CCS) and waiving the remaining collection amount. I will be happy to respond to Ms***’s additional request CCS has closed the collection account for $and has advised the amount has not been reported to the Credit Bureau. CCS will also be mailing a letter to Ms*** confirming the account has been closed and not reported to the Credit Bureau. Concerning the remaining $balance owed, this amount is not able to be waived by *** *** *** *** Insurance Company. In order to remain compliant with the North Carolina Department of Insurance premium is not able be waived for coverage provided There was not a call located advising the collection balance would be waived. Since Customer Service Representative (CSR), Dianne, did not provide information to Ms*** that the unearned premium would be calculated on a short-rate basis and there would be premium owed for coverage provided from January 1, to January 18, 2017, the unearned premium was able to be recalculated on a pro-rata basis which reduced the collection amount from $to $ If you require further assistance, please contact our Customer Relations Coordinator, Phillis H***, at ###-###-#### or by email at ***@nationwide.com Sincerely, Jake M*** Senior Analyst
Thank you for the opportunity to respond to the Revdex.com inquiry regarding Chuck *** and to address his concerns We are unable to locate a policy or claim associated with Mr*** July 17th loss. Our claims organization were unable to locate a claim or
phone call associated with Mr*** on the dates that were provided. The claim number is not associated with any Nationwide claim numberIn order to research this matter further, Mr*** would need to provide additional documentation If you require further assistance in this matter, please contact our *** *** *** Charity W*** ###### or by email at *** Sincerely, Charity W***
There was no direct answer to anything that was written in the complaintWhy was the adjuster allowed to write a check to *** *** without the need for my signatureI would like to see a document from my homeowners policy that shows that the adjuster had the right to do what he didAdditionally *** *** is charging me $after the amount paid by the insurance ($3100.30), the insurance paid *** *** after their work had been done and Nationwide had already received an invoiceThere are no hidden or additional damages to the property that *** *** would be charging extra for they are charging $for the work that they did a number I find exaggeratedThe way I view it *** *** is overcharging with the intent that Nationwide release more money to them, something which I do not agree with since all of the money that is being paid to *** *** is coming out of my pocketGiven that I pay my insurance bill monthly and my bill goes up with each claimI believe that Nationwide should negotiate the invoice price with *** ***, since they have a track record of overcharging
Regards,
*** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me I completely disagree with them stating I agreed to enroll despite what they claim they said was discussed via phone However, given what I have read about them it is not surprising behavior In fact, the guy on phone told me I was in no way agreeing to sign up when they mailed packet which is opposite of what they are saying I hope you will consider this when you rank them on your site They are a total scam and fraud of a company
I am responding to the above captioned Ohio Revdex.com complaint received for theautomobile accident that occurred on December 21st, in *** ***, OhioThe claim wasreported to *** *** Company (Allied) on December 22nd, and on this same datethe handling
claims associate, Jennifer J***, spoke with Ms***, who advised she did not havetime to discuss the accident detailsOn December 23rd, Jennifer J*** obtained the police report andspoke with the insured driver, *** ***, and accepted liability for this loss.The investigation revealed that Ms*** struck Ms*** from behind and was liable for assuredcleared distance*** *** Police were called to the scene and a report was filed.Jennifer J*** then reached out to Ms*** on December 23rd to discuss the claim further and Ms.*** would not provide a statement regarding the accident details and confirmed that she was infact injured and would be seeking medical treatmentMs*** advised she would be using her ownautomobile insurance, *** Insurance Company, to handle the property damage to her vehicle.On January 7th, Ms*** and MsJ*** spoke to discuss the handling of the injury portion of theclaim where Ms*** advised of the injuries she sustained and treatment being sought with Dr.*** MsJ*** presented an offer to resolve the bodily injury claim being presented; and Ms.*** advised she did not wish to resolve her claim at that timeMsJ*** sent a MedicalAuthorization for Ms*** to completeClaim associate Jennifer J*** ran an ISO search inDecisionNet to determine if Ms*** had been involved in any prior lossesAfter running ISO therewas a match for Ms*** which was completed by her insurance carrier, *** Insurance forthis lossDecisionNet pulled her information including her social security number based off thegeneral information from the police report.This Medical Authorization has not been returned by Ms*** and because we do not have herwritten consent, Allied has not contacted any medical providers as no such authorization has beenreceivedNo information has been shared outside of Allied due to privacy practices and regulations.On February 26th, Allied received a Property Damage demand from Ms***’s carrier, ***
*** Company in the amount of $4,which included the $collision deductibleItwas reviewed and an offer was presented by our subrogration specialist to *** Insurance.Please know that we will issue the $deductible to Ms*** at this time and will send to herhome address immediately.If you have any additional questions please contact Angela S***, *** *** Office of Customer Advocacy at ###-###-#### or ***Sincerely,Nicole B***
This
letter is in response to the inquiry received from your office on November 4,
Nationwide
Mutual Fire Company did receive
notice of a claim from Mr*** *** on
September 30, 2015. The claim was
assigned to a local associate who attempted to reach Mr*** on October 1,
2015. Attempts to contact the member on
both the home and cell numbers were unsuccessful; however, messages were left
at each number
The
associate tried again to reach Mr*** and was successful in reaching him on
October 2, 2015. Subsequent to our
contact, the associate sent a leak detection expert to investigate the cause of
loss. The expert inspected the property
on October 5, and a site inspection was completed by our associate on
October 7, 2015. The associate attempted
to contact Mr*** to review the findings of our investigation as well as the
policy limitations on October 15, 2015.
This contact was again met with voicemail and a detailed message was
left. A letter was also mailed to Mr
*** on October 19, providing additional detail and basis for the denial
of coverage as conveyed telephonically a few days earlier. The claims associate attempted to follow up with
Mr*** again on October 27, 2015.
This contact attempt also was met with voicemail and another message was
left. While we were not able to reach
Mr*** via telephone on October 27, 2015, the member did email the claim
associate, advising that he had not received a letter from usThe claim
associate called the insured on November 3, leaving a voicemail message
that she would email him another copy of the denial letterThe claim associate
emailed the insured another copy of the letter on November 4,
Mr
*** responded to the email with the letter on November 3, notifying us
that he also intended to pursue a separate area of damage. Since this damage was unrelated to the
existing claim, a new claim was captured for this loss on November 5, In
addition to this email communication, the local claim manager spoke to Mr
***, reviewing the findings on the first claim and confirming the capture of
the new loss.
If you
require further assistance in this matter, please contact our *** *** ***, Gerrie H***, toll-free at ###-###-####, Ext*** or by email at ***
Sincerely,
Michelle
M***
*** ***
I am rejecting this response because you are still in the process of having this corrected, but you still don't have a final product from MVA that shows you have updated my accidentsIn your first response, you state you've taken care of it, then when I ask for proof, now you say you're in the midst of taking care of this, without something in writing from MVA I don't believe youI contacted MVA and they stated it only takes 24-hours to make the update and see the change, why it's taken you several weeks to correct your mistake, I don't understandI don't want promoises at this time but a written letter from MVA stating my accident information has been updated, until I receive that, I do not consider this issue to be resolved
Regards, *** ***
This is in response to the additional inquiry received for the above policyholder and her property policy. Ms*** alleges our Company did a inspection on her homeOur vendor ***, performed the inspection on July 23, with her spouse, Ryan ***’s permissionMr*** was interviewed by the inspector and allowed the inspector to enter the home to perform an interior review as well as the exterior revewA copy of the inspection report has been enclosed Ms*** has shared that her siding is not wood shakes, but vinyl that look like woodIn review of the pictures within the inspection, the siding does appear to be wood shakesIf they are vinyl, our replacement cost would only decrease by $to $277, Our Company was insuring Mrand Ms***’s home at 100% replacement cost and through the inspection it was found to be $278,We cannot answer how other companies rate for replacement cost. Ms*** is also concerned on her billing account and the payment our Company received on April 20, to reinstate her policyThe following is a breakdown of her billing account: On June 23, a transaction processed binding policy 5106HOeffective June 25, with a term premium of $859.09. On July 16, a check payment was received via the mail in the amount of $859.09. On August 31, a change was processed to the policy increasing the coverage limits effective the June 25, inception dateThis change was made based on an inspection completed and resulted in an increase in premium of $274.78. On March 1, a bill was issued advising that a payment of $was due by March 25, 2016. On March 31, a Notice of Cancellation was issued advising that a payment of $must reach Nationwide by April 14, or the policy would be cancelled effective April 15, 2016. On April 18, a transaction was processed to cancel the policy effective April 15, $in unearned premium was removed from the account leaving a collection balance of $due for coverage provided until April 15, 2016. On April 20, a check payment was received via the mail in the amount of $Per our records this payment was made on behalf of the insured by her mortgage company Wells Fargo BankA copy of the redacted check has been included. On April 21, a transaction was automatically processed to reinstate the policy effective April 20, As the automobile policy had been cancelled, the policy was reinstated without the Home and Car discount leaving an amount due of $59.75. As Ms*** has advised that she has obtained coverage elsewhere and does not desire to be insured with Nationwide we are able to process a cancelation of the policy per her requestThe policy has been request cancelled effective April 20, and a $refund has been issued on the policy. Thank you for the opportunity to review our business handling of the insured’s personal property policy If you require further assistance, please contact our *** *** ***, Cathy D***r, at ###-###-#### or by email at *** Sincerely, Bridget MD***
January 17, 2017*** ***
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Dear *** ***
This letter is in response to the complaint received by the Company from your office regarding *** *** *** *** for *** ***In reviewing our files, *** *** contacted the Company’s Personal Lines Services (Service) department on October 27, to advise that there was glass damage to both of his existing insured vehicles, which included a Kia Optima and a Dodge RamThe Service representative notified *** *** that he had Comprehensive coverage with a $deductible on both vehicles, but he did not have Full Glass coverage on either vehicle*** *** requested to add Full Glass coverage to both vehicles effective October 27, 2015, and it was clarified that this would be available for any future losses on or after that dateThe coverage was added as requested*** *** did not mention or request to add coverage for Original Equipment Manufacturer (OEM) parts, which is a separate policy coverage available for a vehicle with Comprehensive and/or Collision coverageCompany guidelines do not require OEM coverage to be offered for existing vehicles that already have Comprehensive and Collision coverage.On April 18, 2016, *** *** contacted Service and requested to have calls reviewed to verify if OEM coverage was offered for his vehiclesThe call from October 27, had been reviewed and it was determined that there was no company errorThe call from June 17, was then reviewed, when the Dodge Ram was added to the policy effective June 14, 2014, to see if OEM was offered when the vehicle was added to the policy, as required per Company guidelines when adding a new vehicle to a policy with Comprehensive and/or Collision coverageAfter reviewing the call, it was determined that OEM was not offered for the Dodge Ram during that call, and per guidelines, coverage could be backdated to the date the vehicle was added, effective June 14, Two outbound calls were made, on April 22, and April 26, 2016, and voicemails were left with *** *** to advise of the determination and approval to add OEM coverage for the Dodge Ram effective June 14, *** *** called Service on May 6, and was advised of this information, but declined to add OEM effective to June 14, at that timeDue to this, OEM coverage was not added to the policy for either vehicle.On September 5, 2016, *** *** contacted Service to verify if he had OEM coverage on the Dodge Ram and the Kia OptimaThe Service representative advised that OEM coverage was on the Dodge Ram but not the Kia OptimaThe Service representative clarified that if added, it would apply to any future losses to the vehicleIt was advised that the OEM coverage was added effective September 5, for the Kia Optima.In reviewing our files, the OEM coverage was not added as advised and neither the Dodge Ram or Kia Optima currently has or has ever included OEM coverageDue to this, the Company has approval to add OEM coverage for the Dodge Ram and Kia Optima effective September 5, 2016, to apply to any losses that occurred on or after that date, if *** *** agrees to do soNo change will be made to the policy unless authorized by *** *** and he agrees to the change and additional premium owedIf this change is made per *** ***’s request, notification will be provided to Safelite Auto Glass to reflect that the Dodge Ram and Kia Optima have full glass coverage effective October 27, and OEM coverage effective September 5, If the OEM coverage is added, applicable premium charges will apply from September 5, forward, and the premium increase would be billed to *** *** starting with the next billing cycle*** *** can use the contact information below, or contact Personal Lines Services at ###-###-#### to request any changes to the policy or ask any additional questions as needed.No refund can be provided by the Company to *** *** as the coverage on the Auto policy for both the Dodge Ram and Kia Optima has been rated and charged appropriately from the date the vehicles were added to *** ***’s Auto policy using rates filed and approved in the rating state of California*** *** was not charged any premium for Full Glass coverage prior to October 27, and has not been charged any premium for OEM coverage on either vehicle at any point on the Auto policy.If you require further assistance, please contact our Customer Advocacy Coordinator, *** *** at ###-###-#### or by email at ***
Sincerely,*** ***
*** ***
*** *** *** ***###-###-####***