I am writing in response to the complaint referenced above, for *** ***, regarding an auto loan he holdswith Nationwide Bank.In reviewing Mr***s account, I find that we have received all the documentation required of Mr*** inorder to maintain his approved interest rateI sincerely
apologize for any frustration or concern our letter mayhave caused Mr***. To verify, the loan number referenced in Mr***s complaint was opened with Nationwide Bank onNovember 28, for a term of sixty months with an APR of 10.98%That interest rate is fixed and will beactive for the remainder of the loan.Please feel free to reach out to me directly if I may be of further assistance.Thank you,Anne C***
Standard vs non standard was not discussed At no time during my acceptance of a new policy was I told that it would be covered with anyone other than NationwideNationwide wrote the policy, my payments are being sent to Nationwide not Titan.
Regards,
*** ***
***This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy ***When the policy renewed on July 16, 2017, a premium of $1,was billed to the account, as wellas a $auto theft
state feeOn July 13, 2017, a $installment fee was billed to the account,increasing the premium to $1,A statement was then mailed on July 13, 2017, informing that apayment of $would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business dayThe payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $installment fee was charged to the billing account, which increased thepremium owed to $1,A statement was mailed on August 14, 2017, informing that a paymentof $would be deducted from the bank account on September 6, 2017, or the next businessdayThe payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $installment fee was charged to the billing account, which increasedthe premium owed to $1,A statement was mailed on September 12, 2017, informing that apayment of $would be deducted from the bank account on October 6, 2017, or the nextbusiness dayThe payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccountThis resulted in an overpayment of $58.53, which was refunded to Ms***’s bankaccount.The following information is from Mrs***’s Agent Mark S*** regarding the cancellation andrefund issued to Ms ***:Ms*** called in on 10/3/and spoke with Joleen in our office to request the cancellation of herpolicyJoleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms*** on 10/11/17, she said she had not received the cancellation form tosignI verified the address, and resent the cancellation formI said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation requestAs of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms*** on 10/11/at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to herI then called the *** billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business daysI called Ms.*** back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/at 12:34PM, Ms*** called in to see what the result of the refund process wasbecause the amount refunded was far less than she expectedI told her I will call *** to find outand get back to her.On 10/13/at 12:44PM, I called *** billing because it seemed that the refund that was supposedto be returned was less than it should beI spoke to ***, and she said when Ms*** hadcalled in directly back in October to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms*** back on 10/13/at 1:05PM about the refund issuesI explained what *** hadtold me and why she was not getting the amount back she was expectingI told her that she was theone who had called in directly to ***, and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collectedShe wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this wayI told her that being older and a woman has absolutely nothingto do with thatI gave her the phone number for *** and her policy number for her to call.The total term amount owed for the policy from July 16, to October 3, 2017, including fees, was$The final payment that was drafted from the account in the amount of $on October9, paid for the earned premium up to the cancellation date of October 3, The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms***’s bank account from which the automatic draftswere takenAll unearned premium was refunded to the accountFurthermore, an error has beenidentified in the handling of the policyWhen the Agency was informed of Ms***’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms*** to reimburse her for the $56.00.If you require further assistance, please contact Angela S***, at ###-###-####or by e-mail at***Sincerely,George K*** ***cc:Enclosures:
Thank you for the opportunity to respond to the Revdex.com regarding policy number *** for *** *** and to address her concerns about the policy.As advised in our original written response, and directly to Mrs*** on 03/24/when she contacted the member service center, Mr*** can be removed from the policy once proof of other coverage from 10/19/through 11/04/is receivedThis is a company guideline to make sure our members do not experience a lapse in insurance coverage.If you require further assistance, please contact our *** *** ***, Lance R***, at ###-###-#### or by email at ***Sincerely,Jillian J***
This letter is in response to your August 26, inquiry regarding the above-referenced claimThis claim resulted from an auto accident that occurred on July 31, in *** ***The claim was reported to us on August 4, We promptly initiated our investigation into this accident on the
same day and were able to speak to both our insured and the complainantThe loss involves a International Pro Star tractor, VIN ***, owned by our insured which was being operated by *** *** Mr*** changed lanes and collided with the complainant’s vehicleLiability for the accident is not contested; however, coverage for the accident was pending as the International Pro Star tractor was not listed on the policy at the time of the accident.Scottsdale Insurance Company provides *** *** *** ***with coverage under Policy No***, effective August 7, through August 7, Among other coverages, the policy provides liability coverage for specifically described autos as well as newly-acquired and temporary substitute vehicles.Complainant: *** ***Both our insured and the complainant were advised that coverage was pending for this lossWe have also been in contact with, and provided the status of our coverage investigation to, the complainant’s insurance agent, *** *** with Tompkins Insurance Agencies, Inc., on August 13th and August 27th as well as the complainant’s son, ***, on August 25thIt is our objective to return all calls within one business day.Today, August 31st, we have been able to confirm the International Pro Star tractor involved in this accident will be added to the policy as a scheduled auto prior to this accidentAs coverage has now been confirmed, we have issued payment to the complainant for their estimated damages and also advised them today that payment is forthcoming.Should you require any further assistance in this matter, please contact our *** *** ***, Patty G***, at ###-###-#### or via email at ***Sincerely,Norm S*** *** ***###-###-#### ###-###-####
Dear *** ***,
Nationwide strives to provide great customer service to all of our customers. I have investigated the issues stated by our member and the following response was received from agent, *** ***, in regards to the complaint filed by *** ***
Our office spoke to this policyholder on December 1, She informed us she was the owner of the vehicle on policy number *** We wrote a spinoff policy December 2, with *** *** as the named insured and the two drivers on the policy were *** and her mother, *** The Application is in DocuVault but it is unsignedThe application was sent to her by email in December of and again in May of The policy was written correctly but sometimes when we write a spinoff policy, the named insured while in processing at Nationwide switches back to the named insured on the prior policy. While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed applicationMs*** has still not signed the application to correct the named insured errorOur system reflects that on December 1, the policy was bound in *** ***’s name. I have already mentioned this to Nationwide because we have seen this error beforeNationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy)The address on both of these policies is the same. All Declaration Pages have been sent to the *** *** addressI feel Ms*** is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. We only need the signed application returned to us in order to place *** *** as the named Insured on the policy
Ms*** has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a CadillacShe replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicleShe never had rental coverage on the prior policy *** and it was not put on the new spinoff policy ***There were never any notes or questions about rental coverage. Ms*** has received all Declaration Pages and no rental coverage is listedNo communication was made with our office after the conversation on December 1, 2014, when her spinoff policy was made effectiveMs*** has no documentation where she requested this coverage that I am aware of
We find that no error has occurred as there has been no documented request for LOU/Rental coverage either on Ms***'s prior policy or on her current policy. When her vehicle was added to the policy, there also was no request for LOU/Rental coverageSince this coverage was not on her prior policy and we do not have any record of a request being made to add this coverage, Nationwide is not responsible for reimbursing Ms*** for any rental car cost
If you have any additional questions, please contact me at ###-###-#### or ***
Best Regards,
*** ***
*** ***
Centralized Sales Operation and Support
This letter is in response to the complaint filed with your agency by *** *** regarding her automobile policyOur records indicate the policy was written with an effective date of January 1, The policy was cancelled at the request of Ms*** effective March 15, 2016, with a balance
due of $Nationwide issued two separate bills to the name and address on file following the cancellation of the policy.Due to the lack of receipt of payment Nationwide sent the balance due to a third party for collectionAttached please find copies of the bills mailed by Nationwide prior to the balance being turned over to collectionsThe balance due reflects premium owed up until the time of cancellation.If you require further assistance, please contact our *** *** ***, Janice K*** direct at ###-###-#### or by email at ***Sincerely,Colleen F* *** ***
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards and Thank you so much for your help! *** ***
I am rejecting this response because: you need to discuss this further with my vet's office. There was nothing to remove as both were benign and there was nothing to remove. I'm sick of the run around you are giving me. This is the most awful experience and be assured just as soon as I can find a comparable plan with another company I will cease doing business with Nationwide
Regards,
*** ***
Thank you for the opportunity to provide an additional response to the Revdex.com regarding policy number *** for Mr*** ***n
Mr*** requested to have his spouse, *** *** excluded from the policy because she was not going to be driving the listed vehicleMs*** was not required to be added to the policy but an exclusion form is required to be submitted when a household member of driving age is not going to be rated on the policyNotice was mailed to Mr*** requesting this information on 9/15/This was also verbally explained to Mr*** on 10/29/and 11/09/
The policy cancelled on 11/27/because the exclusion form requested was not received
If I can be of further assistance, please contact me at ###-###-####
Sincerely,
Alexandria C***
We are in receipt of your correspondence dated May 9, regarding *** ***’s concern of receiving a collection notice after she had cancelled her policy and information which was provided by Customer Service Representatives I will be happy to respond to Ms***’s
concerns. Policy *** is a semi-annual personal automobile policy which incepted January 1, and most recently renewed on January 1, and was cancelled effective January 18, per Ms***’s request. The payment received on December 19, for $paid the July 1, to January 1, policy term in full The first billing installment for the January 1, to July 1, policy term was issued on December 27, for $due by January 18, A notice of expiration was issued on January 24, for $due by February 9, to continue coverage; however, a signed cancellation request was received from Ms*** requesting to cancel her policy effective January 18, 2017. The unearned premium for cancelling the policy during the policy term effective January 18, was calculated on a short-rate basis When the unearned premium is calculated on a short-rate basis the Company retains a greater percentage of unearned premium than would otherwise apply with a pro- rata cancellation. 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 has been recalculated on a pro-rata basis The estimated amount owed for coverage for coverage provided form January 1, to January 18, is $63.04. If you require further assistance, please contact our *** *** ***, Phillis H***, at ###-###-#### or by email at *** Sincerely, Jake M*** *** ***
This letter is in response to the complaint filed by Ms*** regarding the repayment of a cancelled check After receiving the documented complaint, we have adjusted the non-payment cancellation date from April 3, to February 17, 2017. By changing the
cancellation date a refund of $will be sent to the member A total of $was charged for coverage provided from May 25, to February 17, 2017. There was a prior term balance of $from the previous term. A total of $1,was applied in payments during the above mentioned time frame. The total payment amount includes the $payment made by Ms*** on February 28, 2017. A total of ten $service fees and two $service fees were also charged during the time frame mentioned above A ($total premium charged + $prior term + $total fees - $1,total payments=$refund) If you require further assistance, please contact, *** ***, at ###-###-#### or by email at *** Sincerely, Erica C*** SrAnalyst
Please find my response next to nationwide response in brackets:[Our records indicate Mr*** contacted our office on July 6,to apply for insurance coverage for his petCodiBased on the information provided at the time of application, the policy was approved and becameeffective July 20,
2015.]That is correct First of all, thank you for responding to my complaint, as this is the first time you (Nationwide) has given me a response other than 'your claim is under process'[We received a claim on July 30, for the treatment dates of July 21,to July 24,The claimsubmission included medical records from June 12, to July 24, The claim form stated "sclerosingencapsulating peritonitis" as the diagnosisDue to the close proximity of the treatment date to the policy effectivedate it was necessary to request complete medical records in order to determine claim eligibility].So what, accidents happen Along with my claim filed on July 30, 2015, I faxed sheets of detailed medical documents to Nationwide I also included my pets first and last healthy pet exam These documents by themselves have been selfexplanatory and should have been sufficient to process my claim I should not have been asked to clarify simplestatements that are already clear and especially when such clarifications directly impact in the claim to get unreasonably delayed (and realize that all through this, my pet is fighting for its life due to an unfortunate accident).[After contacting our office to determine what was required to process his claim, Mr*** submitted informationdated August 10, clarifying his pet's last physical exam was performed on June 12, The informationwas forwarded to Underwriting for review].Yes, but nothing happened after that I had to call Nationwide times for them to yet to again issue another so-called'clarification'.[Based on our review of the letter and medical records submitted, it was necessary to clarify the surgical findingswith the treating veterinarianA questionnaire was faxed on September 11, to *** *** ***
***, to the attention of Dr*** *** The review completion is pending the questionnaire from Dr.***This is a serious problem Dr*** had provided very detailed information in her clinical notes exactly addressing theconcerns of the so called yet again clarification questionnaire Regardless, I contacted Dr***, and she confirmed that no such fax has been received by her I had to contact Nationwide yet again and the customer servicestated they will try faxing again Please realize, doctors are very important busy professionals (who play a life-saving role in lives of many), and their clinical notes should be treated as an artifact, and here I have to yet again run around various people and making sure my claim does not get stuck in oblivion (all for answering a question that they have already answered)and realize that all through this, I have here a sick dog, and his treatment has taken a back-seat while I struggle with the Nationwide on his very first claim It must be noted that I have to file subsequent claims as well, and more importantly I have to focus on the treatment of my pet who is fighting for its life due to the accident It is sad, that Nationwide has taken away the focus from my pets treatment and instead they have made me run around my insurance claim.[Mr*** indicated in his desired settlement that we stop misleading other consumers with blatantly wrongstatementsWe are sorry Mr*** feels mislead and is dissatisfied with his policyWe do not believe we aremisleading to consumers and at the time of policy issuance mail a copy of the policy contract to the policyholderto allow them time to review the terms and conditions Mr*** requested his policy be canceled after the claim is processedWe have accepted this complaint as hiswritten request to cancel and have canceled as of the date we received this complaint, September 11,Thecancellation of his policy will not impact any review of the claim submitted]This is wrong "First" my claim has not been processed and fully re-imbursed (in fact it has not been re-imbursed at all).Further, I have to file subsequent claims as well And importantly if my premuim that I payed Nationwide is not re-imbursed (which it hasn't)then my insurance should not to be cancelled But first, I want Nationwide to do its first job Nationwide sings over and over: "Nationwide is on your (customers) side" Really? My pet is fighting for its life, and Nationwide is again and againasking for simple (non-sensical) clarifications that are totally unwarranted I am highly disappointed yet again and dont expect anything better from Nationwide I believe Nationwide does not have stomach to pay any claim, and it will continue this game of issuing clarifications after clarifications and endlessly delay processing my claim, till either my pet passes away, or I do, and then there will be no one left to address their clarifications and Nationwide can not only eat away the premium I already paid, while easily claiming that their clarifications were never answered, and thus their master rationale of their not paying any claim I am very disappointed. ***
This letter is in response to the complaint received by the Company from your office regarding the cancellation of Auto policy *** ***for Mr***. The Auto policy was written with original effective dates of January 17, to January 17, and a full-term premium of
$463.20. The policy originally included a Mercury as the only insured vehicle and *** *** as the only insured driver. The policy was setup to be billed monthly to Mr*** by mail using the mailing address of *** *** ** ** *** ** *** ** ***. Bills were sent starting on January 25, for an initial due date of February 17, 2016. Monthly payments were received for February, March, April, May, June, July, August, September, October, and November. A Chevrolet pickup was added as a second vehicle effective September 20, as requested through the local independent Agency, *** *** *** ***. This change added a pro-rated additional premium of $and increased the full-term premium to $787.50. A bill was sent by mail to Mr*** using the address on file on December 5, for an amount due of $and a due date of December 17, 2016. This bill was delayed due to the November payment being received late on December 2, compared to the due date of November 17, 2016. A notice of cancellation was sent to Mr*** by mail on December 21, due to payment not being received A separate notification was sent to the Agency electronically to advise of payment being past due. The notice of cancellation requested a payment of at least $90.64, including a $late fee, and provided last day to accept payment of January 2, to prevent cancellation. The notice advised that the Auto policy would cancel effective at 12:AM on January 3, if the payment was not received. Due to the payment not being received, the Auto policy cancelled as advised on the notice of cancellation. The policy cancellation was not related to any claim, driving history, personal background, or any reason other than non-payment of premium. A remaining balance of $was due after cancellation to pay for coverage provided up to January 3, 2017. No refund or reimbursement can be sent as premium was due for coverage provided up to the effective date of cancellation. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D***, at ###-###-#### or by email at *** Sincerely, Joel F*
Thank you for the opportunity to respond to the complaint filed by *** *** regarding the above referenced policy with Nationwide Mutual Insurance CompanyWe have reviewed the concerns expressed by Mrs***, and will attempt to address them in this letter
*** *** has had
her auto policy with our Company since August 14, Our Company mailed Mrs*** her auto renewal on July 14, informing her that the renewal premium would be $1,A claim was filed with our Company by Mrs*** for a loss that occurred on July 24, Within the claims investigation, we found that an unlisted driver, *** ***, was driving at the time of the loss and is a regular operator of Mrs***’s vehiclesBased on our Company’s business best practices, *** *** was added to the auto policy as a principle operator effective July 25, Notification was mailed to Mrs*** on October 22, to inform her of this changeAn additional premium of $1,was applied to the account and the updated policy declarations was mailed to Mrs*** on October 30, A copy of the change notification, renewal and revised policy declarations are attached for your reference
On November 6, our Company updated *** ***’s date of birth from January 1, to August 28, 1991, in addition to updating her as an occasional operator instead of a principle operator effective July 25, This change generated a reduction in premium of $A copy of the revised policy declarations mailed to Mrs*** on November 9, is attached for your reference
*** ***’s auto policy cancelled effective November 12, per her requestOn November 30, a final bill was mailed to Mrs*** advising a payment of $was due for coverage provided up to the date of cancellationPayment was not received by December 15, 2015, hence a collection notification was mailed to Mrs*** on December 16, requesting payment of $by January A copy of the final bill and collection notice is attached for your reference
The collection balance of $was for coverage provided for *** ***, from July 25, to November 12, In review of this case, we are unable waive the $for coverage provided up to the date of cancellation on Mrs***’s auto policy with our Company
We appreciate the opportunity to review *** ***’s auto policy and hope the information will help to address her concerns
If you require further assistance, please contact our *** *** ***, Cathy D***, at ###-###-#### or by email at ***
Sincerely,
Thomas KG*** *** *** *** ***
Nationwide Insurance
###-###-####
Email: ***
Enclosures: Change Notification
Policy Declarations
Final Bill
Collection Notice
Breakdown
We are in receipt of Ms***’s rejection of our response regarding the above referenced fileIn her complaint, Ms*** is disputing the processing of the above referenced claims and is requesting additional benefits be applied.As stated in our original response, we have requested records on Ms***’s behalf in order to determine if additional benefits apply to the above referenced claimsWe received the requested records on October 18, Our review was completed on October 20, and found that Murphy was treated primarily for pneumonia on all claims in questionThe claims were reprocessed with a primary diagnosis of Pneumonia (code 1447) and secondary benefits were applied as indicated in the recordsA letter explaining the outcome of the review was sent to Ms*** on October 20, A revised explanation of benefits was sent out for each claim reprocessed.Please note that our review is final unless we receive additional documentation that was previously unsubmitted.Should you require any further assistance in this matter, please contact our *** *** ***, Patty G*** at ###-###-#### or via email at ***.Sincerely,Vincent G***###-###-####
I am writing in response to the complaint referenced above, for *** ***, regarding a promotional offermade by Nationwide Bank related to the opening and management of a checking account with Nationwide Bank.In reviewing Ms*** account, I find that the offer code included with Ms***
checking account applicationhad expired in That offer code did include a possible credit to the member's account of $At the timethat her account was opened, the only active offer code included a possible credit to the member's account of$Ms*** account met the requirements to earn the bonus of $50.00, and it was posted to her accounton April 4, 2017.I apologize for any misunderstanding regarding the offer code in place at the time of the account opening.Please feel free to reach out to me directly if I may be of further assistance.Thank you,Anne C***SrAnalyst, Member Experience Team***
My car didn't have any damages in the back end of the vehicleThe tow company did the damages why should I be responsible for damages they made to my carThis is very unfair cause nationwide should had been on my side how they advertise but wants to me to deal with this then why have an insurance company if they are not going to do there jobMy car was under there responsibility when the tow compomy pick it up! Why would I put myself in a situation like this is has been the worst experience ever it's bad enough my car was hit by s drunk driver who did a hit and run!
Regards, *** ***
Thank you for the responseWhile I do understand the banks procedure on holding my funds for 10daysI am still quite upset that I was never notified that my account would be closed until my paycheck was heldthis place me in a very tight spot to be without a paycheck for 10days
I am writing in response to the complaint referenced above, for *** ***, regarding an auto loan he holdswith Nationwide Bank.In reviewing Mr***s account, I find that we have received all the documentation required of Mr*** inorder to maintain his approved interest rateI sincerely
apologize for any frustration or concern our letter mayhave caused Mr***. To verify, the loan number referenced in Mr***s complaint was opened with Nationwide Bank onNovember 28, for a term of sixty months with an APR of 10.98%That interest rate is fixed and will beactive for the remainder of the loan.Please feel free to reach out to me directly if I may be of further assistance.Thank you,Anne C***
Standard vs non standard was not discussed At no time during my acceptance of a new policy was I told that it would be covered with anyone other than NationwideNationwide wrote the policy, my payments are being sent to Nationwide not Titan.
Regards,
*** ***
***This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy ***When the policy renewed on July 16, 2017, a premium of $1,was billed to the account, as wellas a $auto theft
state feeOn July 13, 2017, a $installment fee was billed to the account,increasing the premium to $1,A statement was then mailed on July 13, 2017, informing that apayment of $would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business dayThe payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $installment fee was charged to the billing account, which increased thepremium owed to $1,A statement was mailed on August 14, 2017, informing that a paymentof $would be deducted from the bank account on September 6, 2017, or the next businessdayThe payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $installment fee was charged to the billing account, which increasedthe premium owed to $1,A statement was mailed on September 12, 2017, informing that apayment of $would be deducted from the bank account on October 6, 2017, or the nextbusiness dayThe payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccountThis resulted in an overpayment of $58.53, which was refunded to Ms***’s bankaccount.The following information is from Mrs***’s Agent Mark S*** regarding the cancellation andrefund issued to Ms ***:Ms*** called in on 10/3/and spoke with Joleen in our office to request the cancellation of herpolicyJoleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms*** on 10/11/17, she said she had not received the cancellation form tosignI verified the address, and resent the cancellation formI said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation requestAs of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms*** on 10/11/at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to herI then called the *** billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business daysI called Ms.*** back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/at 12:34PM, Ms*** called in to see what the result of the refund process wasbecause the amount refunded was far less than she expectedI told her I will call *** to find outand get back to her.On 10/13/at 12:44PM, I called *** billing because it seemed that the refund that was supposedto be returned was less than it should beI spoke to ***, and she said when Ms*** hadcalled in directly back in October to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms*** back on 10/13/at 1:05PM about the refund issuesI explained what *** hadtold me and why she was not getting the amount back she was expectingI told her that she was theone who had called in directly to ***, and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collectedShe wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this wayI told her that being older and a woman has absolutely nothingto do with thatI gave her the phone number for *** and her policy number for her to call.The total term amount owed for the policy from July 16, to October 3, 2017, including fees, was$The final payment that was drafted from the account in the amount of $on October9, paid for the earned premium up to the cancellation date of October 3, The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms***’s bank account from which the automatic draftswere takenAll unearned premium was refunded to the accountFurthermore, an error has beenidentified in the handling of the policyWhen the Agency was informed of Ms***’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms*** to reimburse her for the $56.00.If you require further assistance, please contact Angela S***, at ###-###-####or by e-mail at***Sincerely,George K*** ***cc:Enclosures:
Thank you for the opportunity to respond to the Revdex.com regarding policy number *** for *** *** and to address her concerns about the policy.As advised in our original written response, and directly to Mrs*** on 03/24/when she contacted the member service center, Mr*** can be removed from the policy once proof of other coverage from 10/19/through 11/04/is receivedThis is a company guideline to make sure our members do not experience a lapse in insurance coverage.If you require further assistance, please contact our *** *** ***, Lance R***, at ###-###-#### or by email at ***Sincerely,Jillian J***
This letter is in response to your August 26, inquiry regarding the above-referenced claimThis claim resulted from an auto accident that occurred on July 31, in *** ***The claim was reported to us on August 4, We promptly initiated our investigation into this accident on the
same day and were able to speak to both our insured and the complainantThe loss involves a International Pro Star tractor, VIN ***, owned by our insured which was being operated by *** *** Mr*** changed lanes and collided with the complainant’s vehicleLiability for the accident is not contested; however, coverage for the accident was pending as the International Pro Star tractor was not listed on the policy at the time of the accident.Scottsdale Insurance Company provides *** *** *** ***with coverage under Policy No***, effective August 7, through August 7, Among other coverages, the policy provides liability coverage for specifically described autos as well as newly-acquired and temporary substitute vehicles.Complainant: *** ***Both our insured and the complainant were advised that coverage was pending for this lossWe have also been in contact with, and provided the status of our coverage investigation to, the complainant’s insurance agent, *** *** with Tompkins Insurance Agencies, Inc., on August 13th and August 27th as well as the complainant’s son, ***, on August 25thIt is our objective to return all calls within one business day.Today, August 31st, we have been able to confirm the International Pro Star tractor involved in this accident will be added to the policy as a scheduled auto prior to this accidentAs coverage has now been confirmed, we have issued payment to the complainant for their estimated damages and also advised them today that payment is forthcoming.Should you require any further assistance in this matter, please contact our *** *** ***, Patty G***, at ###-###-#### or via email at ***Sincerely,Norm S*** *** ***###-###-#### ###-###-####
Dear *** ***,
Nationwide strives to provide great customer service to all of our customers. I have investigated the issues stated by our member and the following response was received from agent, *** ***, in regards to the complaint filed by *** ***
Our office spoke to this policyholder on December 1, She informed us she was the owner of the vehicle on policy number *** We wrote a spinoff policy December 2, with *** *** as the named insured and the two drivers on the policy were *** and her mother, *** The Application is in DocuVault but it is unsignedThe application was sent to her by email in December of and again in May of The policy was written correctly but sometimes when we write a spinoff policy, the named insured while in processing at Nationwide switches back to the named insured on the prior policy. While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed applicationMs*** has still not signed the application to correct the named insured errorOur system reflects that on December 1, the policy was bound in *** ***’s name. I have already mentioned this to Nationwide because we have seen this error beforeNationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy)The address on both of these policies is the same. All Declaration Pages have been sent to the *** *** addressI feel Ms*** is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. We only need the signed application returned to us in order to place *** *** as the named Insured on the policy
Ms*** has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a CadillacShe replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicleShe never had rental coverage on the prior policy *** and it was not put on the new spinoff policy ***There were never any notes or questions about rental coverage. Ms*** has received all Declaration Pages and no rental coverage is listedNo communication was made with our office after the conversation on December 1, 2014, when her spinoff policy was made effectiveMs*** has no documentation where she requested this coverage that I am aware of
We find that no error has occurred as there has been no documented request for LOU/Rental coverage either on Ms***'s prior policy or on her current policy. When her vehicle was added to the policy, there also was no request for LOU/Rental coverageSince this coverage was not on her prior policy and we do not have any record of a request being made to add this coverage, Nationwide is not responsible for reimbursing Ms*** for any rental car cost
If you have any additional questions, please contact me at ###-###-#### or ***
Best Regards,
*** ***
*** ***
Centralized Sales Operation and Support
This letter is in response to the complaint filed with your agency by *** *** regarding her automobile policyOur records indicate the policy was written with an effective date of January 1, The policy was cancelled at the request of Ms*** effective March 15, 2016, with a balance
* *** ***
due of $Nationwide issued two separate bills to the name and address on file following the cancellation of the policy.Due to the lack of receipt of payment Nationwide sent the balance due to a third party for collectionAttached please find copies of the bills mailed by Nationwide prior to the balance being turned over to collectionsThe balance due reflects premium owed up until the time of cancellation.If you require further assistance, please contact our *** *** ***, Janice K*** direct at ###-###-#### or by email at ***Sincerely,Colleen F
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards and Thank you so much for your help! *** ***
I am rejecting this response because: you need to discuss this further with my vet's office. There was nothing to remove as both were benign and there was nothing to remove. I'm sick of the run around you are giving me. This is the most awful experience and be assured just as soon as I can find a comparable plan with another company I will cease doing business with Nationwide
Regards,
*** ***
Thank you for the opportunity to provide an additional response to the Revdex.com regarding policy number *** for Mr*** ***n
Mr*** requested to have his spouse, *** *** excluded from the policy because she was not going to be driving the listed vehicleMs*** was not required to be added to the policy but an exclusion form is required to be submitted when a household member of driving age is not going to be rated on the policyNotice was mailed to Mr*** requesting this information on 9/15/This was also verbally explained to Mr*** on 10/29/and 11/09/
The policy cancelled on 11/27/because the exclusion form requested was not received
If I can be of further assistance, please contact me at ###-###-####
Sincerely,
Alexandria C***
We are in receipt of your correspondence dated May 9, regarding *** ***’s concern of receiving a collection notice after she had cancelled her policy and information which was provided by Customer Service Representatives I will be happy to respond to Ms***’s
concerns. Policy *** is a semi-annual personal automobile policy which incepted January 1, and most recently renewed on January 1, and was cancelled effective January 18, per Ms***’s request. The payment received on December 19, for $paid the July 1, to January 1, policy term in full The first billing installment for the January 1, to July 1, policy term was issued on December 27, for $due by January 18, A notice of expiration was issued on January 24, for $due by February 9, to continue coverage; however, a signed cancellation request was received from Ms*** requesting to cancel her policy effective January 18, 2017. The unearned premium for cancelling the policy during the policy term effective January 18, was calculated on a short-rate basis When the unearned premium is calculated on a short-rate basis the Company retains a greater percentage of unearned premium than would otherwise apply with a pro- rata cancellation. 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 has been recalculated on a pro-rata basis The estimated amount owed for coverage for coverage provided form January 1, to January 18, is $63.04. If you require further assistance, please contact our *** *** ***, Phillis H***, at ###-###-#### or by email at *** Sincerely, Jake M*** *** ***
This letter is in response to the complaint filed by Ms*** regarding the repayment of a cancelled check After receiving the documented complaint, we have adjusted the non-payment cancellation date from April 3, to February 17, 2017. By changing the
cancellation date a refund of $will be sent to the member A total of $was charged for coverage provided from May 25, to February 17, 2017. There was a prior term balance of $from the previous term. A total of $1,was applied in payments during the above mentioned time frame. The total payment amount includes the $payment made by Ms*** on February 28, 2017. A total of ten $service fees and two $service fees were also charged during the time frame mentioned above A ($total premium charged + $prior term + $total fees - $1,total payments=$refund) If you require further assistance, please contact, *** ***, at ###-###-#### or by email at *** Sincerely, Erica C*** SrAnalyst
Please find my response next to nationwide response in brackets:[Our records indicate Mr*** contacted our office on July 6,to apply for insurance coverage for his petCodiBased on the information provided at the time of application, the policy was approved and becameeffective July 20,
2015.]That is correct First of all, thank you for responding to my complaint, as this is the first time you (Nationwide) has given me a response other than 'your claim is under process'[We received a claim on July 30, for the treatment dates of July 21,to July 24,The claimsubmission included medical records from June 12, to July 24, The claim form stated "sclerosingencapsulating peritonitis" as the diagnosisDue to the close proximity of the treatment date to the policy effectivedate it was necessary to request complete medical records in order to determine claim eligibility].So what, accidents happen Along with my claim filed on July 30, 2015, I faxed sheets of detailed medical documents to Nationwide I also included my pets first and last healthy pet exam These documents by themselves have been selfexplanatory and should have been sufficient to process my claim I should not have been asked to clarify simplestatements that are already clear and especially when such clarifications directly impact in the claim to get unreasonably delayed (and realize that all through this, my pet is fighting for its life due to an unfortunate accident).[After contacting our office to determine what was required to process his claim, Mr*** submitted informationdated August 10, clarifying his pet's last physical exam was performed on June 12, The informationwas forwarded to Underwriting for review].Yes, but nothing happened after that I had to call Nationwide times for them to yet to again issue another so-called'clarification'.[Based on our review of the letter and medical records submitted, it was necessary to clarify the surgical findingswith the treating veterinarianA questionnaire was faxed on September 11, to *** *** ***
***, to the attention of Dr*** *** The review completion is pending the questionnaire from Dr.***This is a serious problem Dr*** had provided very detailed information in her clinical notes exactly addressing theconcerns of the so called yet again clarification questionnaire Regardless, I contacted Dr***, and she confirmed that no such fax has been received by her I had to contact Nationwide yet again and the customer servicestated they will try faxing again Please realize, doctors are very important busy professionals (who play a life-saving role in lives of many), and their clinical notes should be treated as an artifact, and here I have to yet again run around various people and making sure my claim does not get stuck in oblivion (all for answering a question that they have already answered)and realize that all through this, I have here a sick dog, and his treatment has taken a back-seat while I struggle with the Nationwide on his very first claim It must be noted that I have to file subsequent claims as well, and more importantly I have to focus on the treatment of my pet who is fighting for its life due to the accident It is sad, that Nationwide has taken away the focus from my pets treatment and instead they have made me run around my insurance claim.[Mr*** indicated in his desired settlement that we stop misleading other consumers with blatantly wrongstatementsWe are sorry Mr*** feels mislead and is dissatisfied with his policyWe do not believe we aremisleading to consumers and at the time of policy issuance mail a copy of the policy contract to the policyholderto allow them time to review the terms and conditions Mr*** requested his policy be canceled after the claim is processedWe have accepted this complaint as hiswritten request to cancel and have canceled as of the date we received this complaint, September 11,Thecancellation of his policy will not impact any review of the claim submitted]This is wrong "First" my claim has not been processed and fully re-imbursed (in fact it has not been re-imbursed at all).Further, I have to file subsequent claims as well And importantly if my premuim that I payed Nationwide is not re-imbursed (which it hasn't)then my insurance should not to be cancelled But first, I want Nationwide to do its first job Nationwide sings over and over: "Nationwide is on your (customers) side" Really? My pet is fighting for its life, and Nationwide is again and againasking for simple (non-sensical) clarifications that are totally unwarranted I am highly disappointed yet again and dont expect anything better from Nationwide I believe Nationwide does not have stomach to pay any claim, and it will continue this game of issuing clarifications after clarifications and endlessly delay processing my claim, till either my pet passes away, or I do, and then there will be no one left to address their clarifications and Nationwide can not only eat away the premium I already paid, while easily claiming that their clarifications were never answered, and thus their master rationale of their not paying any claim I am very disappointed. ***
Revdex.com returned consumer's phone call left vm
This letter is in response to the complaint received by the Company from your office regarding the cancellation of Auto policy *** ***for Mr***. The Auto policy was written with original effective dates of January 17, to January 17, and a full-term premium of
*
$463.20. The policy originally included a Mercury as the only insured vehicle and *** *** as the only insured driver. The policy was setup to be billed monthly to Mr*** by mail using the mailing address of *** *** ** ** *** ** *** ** ***. Bills were sent starting on January 25, for an initial due date of February 17, 2016. Monthly payments were received for February, March, April, May, June, July, August, September, October, and November. A Chevrolet pickup was added as a second vehicle effective September 20, as requested through the local independent Agency, *** *** *** ***. This change added a pro-rated additional premium of $and increased the full-term premium to $787.50. A bill was sent by mail to Mr*** using the address on file on December 5, for an amount due of $and a due date of December 17, 2016. This bill was delayed due to the November payment being received late on December 2, compared to the due date of November 17, 2016. A notice of cancellation was sent to Mr*** by mail on December 21, due to payment not being received A separate notification was sent to the Agency electronically to advise of payment being past due. The notice of cancellation requested a payment of at least $90.64, including a $late fee, and provided last day to accept payment of January 2, to prevent cancellation. The notice advised that the Auto policy would cancel effective at 12:AM on January 3, if the payment was not received. Due to the payment not being received, the Auto policy cancelled as advised on the notice of cancellation. The policy cancellation was not related to any claim, driving history, personal background, or any reason other than non-payment of premium. A remaining balance of $was due after cancellation to pay for coverage provided up to January 3, 2017. No refund or reimbursement can be sent as premium was due for coverage provided up to the effective date of cancellation. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D***, at ###-###-#### or by email at *** Sincerely, Joel F
Thank you for the opportunity to respond to the complaint filed by *** *** regarding the above referenced policy with Nationwide Mutual Insurance CompanyWe have reviewed the concerns expressed by Mrs***, and will attempt to address them in this letter
*** *** has had
her auto policy with our Company since August 14, Our Company mailed Mrs*** her auto renewal on July 14, informing her that the renewal premium would be $1,A claim was filed with our Company by Mrs*** for a loss that occurred on July 24, Within the claims investigation, we found that an unlisted driver, *** ***, was driving at the time of the loss and is a regular operator of Mrs***’s vehiclesBased on our Company’s business best practices, *** *** was added to the auto policy as a principle operator effective July 25, Notification was mailed to Mrs*** on October 22, to inform her of this changeAn additional premium of $1,was applied to the account and the updated policy declarations was mailed to Mrs*** on October 30, A copy of the change notification, renewal and revised policy declarations are attached for your reference
On November 6, our Company updated *** ***’s date of birth from January 1, to August 28, 1991, in addition to updating her as an occasional operator instead of a principle operator effective July 25, This change generated a reduction in premium of $A copy of the revised policy declarations mailed to Mrs*** on November 9, is attached for your reference
*** ***’s auto policy cancelled effective November 12, per her requestOn November 30, a final bill was mailed to Mrs*** advising a payment of $was due for coverage provided up to the date of cancellationPayment was not received by December 15, 2015, hence a collection notification was mailed to Mrs*** on December 16, requesting payment of $by January A copy of the final bill and collection notice is attached for your reference
The collection balance of $was for coverage provided for *** ***, from July 25, to November 12, In review of this case, we are unable waive the $for coverage provided up to the date of cancellation on Mrs***’s auto policy with our Company
We appreciate the opportunity to review *** ***’s auto policy and hope the information will help to address her concerns
If you require further assistance, please contact our *** *** ***, Cathy D***, at ###-###-#### or by email at ***
Sincerely,
Thomas KG*** *** *** *** ***
Nationwide Insurance
###-###-####
Email: ***
Enclosures: Change Notification
Policy Declarations
Final Bill
Collection Notice
Breakdown
We are in receipt of Ms***’s rejection of our response regarding the above referenced fileIn her complaint, Ms*** is disputing the processing of the above referenced claims and is requesting additional benefits be applied.As stated in our original response, we have requested records on Ms***’s behalf in order to determine if additional benefits apply to the above referenced claimsWe received the requested records on October 18, Our review was completed on October 20, and found that Murphy was treated primarily for pneumonia on all claims in questionThe claims were reprocessed with a primary diagnosis of Pneumonia (code 1447) and secondary benefits were applied as indicated in the recordsA letter explaining the outcome of the review was sent to Ms*** on October 20, A revised explanation of benefits was sent out for each claim reprocessed.Please note that our review is final unless we receive additional documentation that was previously unsubmitted.Should you require any further assistance in this matter, please contact our *** *** ***, Patty G*** at ###-###-#### or via email at ***.Sincerely,Vincent G***###-###-####
I am writing in response to the complaint referenced above, for *** ***, regarding a promotional offermade by Nationwide Bank related to the opening and management of a checking account with Nationwide Bank.In reviewing Ms*** account, I find that the offer code included with Ms***
checking account applicationhad expired in That offer code did include a possible credit to the member's account of $At the timethat her account was opened, the only active offer code included a possible credit to the member's account of$Ms*** account met the requirements to earn the bonus of $50.00, and it was posted to her accounton April 4, 2017.I apologize for any misunderstanding regarding the offer code in place at the time of the account opening.Please feel free to reach out to me directly if I may be of further assistance.Thank you,Anne C***SrAnalyst, Member Experience Team***
My car didn't have any damages in the back end of the vehicleThe tow company did the damages why should I be responsible for damages they made to my carThis is very unfair cause nationwide should had been on my side how they advertise but wants to me to deal with this then why have an insurance company if they are not going to do there jobMy car was under there responsibility when the tow compomy pick it up! Why would I put myself in a situation like this is has been the worst experience ever it's bad enough my car was hit by s drunk driver who did a hit and run!
Regards, *** ***
Thank you for the responseWhile I do understand the banks procedure on holding my funds for 10daysI am still quite upset that I was never notified that my account would be closed until my paycheck was heldthis place me in a very tight spot to be without a paycheck for 10days