We are in receipt of your request for information regarding the above referenced fileIn her complaintto the Revdex.com Ms*** states that when she applied for a policy for her dog,Bernie that she selected the Major Medical Plan with the Pet Wellness RiderHowever, when
shesubmitted claims for wellness services her claims were denied because the Pet Wellness Rider wasnot added to her Major Medical PlanMs*** is asking that the wellness rider be added to herpolicy and that her claims be reimbursed.On January 15, through the Nationwide Pet web site Ms*** applied for the MajorMedical Plan with a $annual deductible for her dog, BernieThe policy was approved with aneffective date of January 29, 2017.The policy information and declarations page were sent to her onJanuary 16, which outlined the coverage purchased for BernieThe base premium of $378.69listed on the declarations page was for the Major Medical Plan only.On August 6, we received five claims for BernieFour of the claims submitted included fees thatare only eligible under a Pet Wellness Rider therefore those claims were denied under the MajorMedical PlanHowever, claim 2***for the date of April 27, was temporarily deniedbecause it did not include a diagnosis for Bernie’s exam and antibioticsThis claim can bereprocessed upon receipt of a medical diagnosis.We have retrieved a copy of Ms*** application however there is no indication that a PetWellness Rider was selected at the time that she applied for the Major Medical PlanOnce the policycame into effect on January 29, Ms*** had days to review her policy and add a PetWellness RiderUnfortunately, we are unable to add the Pet Wellness Rider to her current policytermMs***’s policy will renew on January 29, and a Pet Wellness Rider can be addedto Bernie’s policy during the 60-day renewal period to assist with reimbursement for wellness servicesincurred during the January 29, to January 29, policy term.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D***, at###-###-#### or by email at ***.Sincerely,Christopher M***Claims Director***###-###-####Enclosures
Your inquiry on behalf of the customer associated with the complaint ID noted above was referred to me for response.My review indicated that our Customer Service Representative did not provide correct information regarding the change in the billing system when speaking to the insured late last year
In conjunction with this change, the new billing program would not function in the same manner as the previous one hadThe insured was making monthly payments on a program that required payment in full only at the beginning of the new policy termWhile the prior billing program allowed the monthly payments, the new one would not.I spoke to Ms*** and explained what had occurredShe indicated they had obtained other insurance but needed correction to their policy cancellation date to avoid forced placed insurance by their lienholderThis change has been made and the collection process halted as there is no longer an outstanding balance owedWe regret the confusion created by the inaccurate information provided by our representative during our transitioning to the new billing program.Thank you for this opportunity to review our handlingI hope the additional information provided serves to further explain our actionsIf you require further assistance, please contact our Customer Advocacy Coordinator, Janice K*** direct at ###-###-#### or by email at ***Sincerely,Mary K*** *** *** *** ***
There seems to be a miscommunication from the correspondence between *** *** and myselfThe correspondence ended with an email reply to them and I have heard nothing further backI did not give *** any specific dates of the calls due to the significant amount of time that has passed since both calls where made*** did understand this because in his message to me, he said and I quote "can you clarify, if possible, who you spoke to or how you received the information about the 3-year freeze on cost increases?" I did explain to *** my position in trying to back track that far back and pin point two callsWith that said, there is no documentation to support my statement of course due to the fact that these where both verbal communications to confirm or finalize my choices on a insurance provider, and to speak about a problem that I would consider typical which is processing a paymentHad I been late with a payment or something else that might have made my account stand out, then it would be much easier to pin point the time frame of the callsIn any case, this does not make this claim any less valid due to the fact that I opened this claim based on this information which was initially provided in the first placeMy goal of this correspondence is to move forward and find a resolution, not dwell on what went wrong and how it went wrong because it obviously will not benefit the customer (myself) in any wayI would like to ask, can the monthly administration fee be remove? I have already looked into my contract to cover details on the rate increase so I will accept that since my rate was increased after a year of being enrolledIf the admin fee can at least be removed, that will satisfy myself as a customerPlease advise if this is possibleI am requesting the information here for the purpose of record keeping because calling in requesting information is how we ended up here in the first placeThank you for your time
This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, per Ms***’s requestAbalance of $remained for coverage provided up to the cancellation dateUpon receiving theattached
documentation, the Auto policy cancellation date was adjusted to June 14, Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our *** *** ***, Dawn H***, at###-###-#### or by email at ***Sincerely,Erica C***
This letter is in regards to the Property Damage claim for one Toyota Corolla belonging to Ms*** ***. The Toyota Corolla involved in the loss has a salvage branded titleThis loss occurred on August 8, Field Claims Associate Michael B*** was able to
inspect the vehicle on August 11, and deemed the vehicle a total loss on August 12, This was a day time period and within the day time period as allowed by the ** state appraisers actNationwide has an obligation to perform an investigation into the facts of the loss, once this investigation was completed on August 12, 2015, a rental vehicle was authorized for the ***'sIf a rental vehicle was obtained before this date, Nationwide would happily reimburse them for these chargesHowever, we would not authorize a direct bill prior to establishing our liability and coverage for the loss
Based upon our inspection of the vehicle, the estimate amount was $7,The value of the vehicle was determined to be $9,697.88, less the anticipated salvage value of $4,463.23, which equals $5,This amount is less then the estimate amount of $7,980.51, therefore, the vehicle is declared a total loss as per the ** State Appraisers act
Coverage for the loss was verified, and contact was made by the Total Loss representative *** *** on August 14, Subsequent contact attempts were made with no more than days passing before contact was achieved by either the Total Loss Specialist or a member of the Management staff. Discussions began between Ms*** and management staff regarding a dispute in the value of the vehicle on August 24, 2015. Ms*** conveyed that she was upset that they cannot find a replacement vehicle for the amount we have offered Ms*** wanted Nationwide to either purchase a replacement vehicle for her or to give her money to purchase a similar vehicle in the area of $13,that Ms*** has found Nationwide management attempted to convey to Ms***, that Nationwide does not have the capability of purchasing a replacement vehicle and delivering it to her, nor is Nationwide obligated to do soNationwide advised Ms*** that we owe the Actual Cash Value of the vehicle she was driving at the time of the loss, which would be a Toyota Corolla with a salvage branded title, and that the local market comparables she had viewed have a clean titleIt was conveyed Ms*** that there is a difference in value between a vehicle with a clean title and that with a salvage/branded titleNationwide determined the actual cash value of the vehicle using the methodology explained belowThe initial settlement was presented to the claimant on August 19,
Nationwide utilized CCC Valuation to evaluate the vehicle at a fair market value as a branded vehicle.
Nationwide has conducted an appraisal of the Toyota Corolla LE door Sedan located in *** **The appraisal information was then used to conduct research in your market to determine the local market value of the vehicleThis CCC Valuescope Market Report details the results of that search
When Nationwide requests a valuation report, they provide CCC with the configuration of the vehicle in the loss, including model, hours or mileage, optional features, any accessories, the condition of the vehicle as well as the VIN/HIN/PIN (vehicle/hull/product identification number) of the vehicleThat identification number is analyzed to verify basic information provided on the vehicle
Significant differences between the vehicle and any other comparable units are documented and are used to define a verifiable market value for the vehicle in the lossIf no comparable units are located, the valuation expert will conduct a local market survey to gather the expert opinion of knowledgeable retailers in order to determine the local market valueThis was the case for the Toyota Corolla with the salvage branded title.
PaCode 62.3(e) (1)(iii).
“Motor Vehicle Physical Damage Appraisers; Applicable Standards for Appraisal:
(1) Under this subsection, replacement value under the policy provisions covering the total loss of a motor vehicle including an unrecovered motor vehicle shall be determined by one of the following methods:”
“(iii) Dealer quotation methodThe appraiser shall consult with dealers or other persons knowledgeable in the field to secure quotations as to the value of the motor vehicle being appraisedAt least two quotations shall be securedThe figures thus secured shall be averaged.”
Nationwide’s valuation of the salvage branded Toyota Corolla is in accordance with Laws and regulations of the State of Pennsylvania, specifically relating to the vehicle being a total lossPaCode 62.3(e) (1)(iii).
Additional correspondence took place between the Total Loss Specialist and Mr*** *** via email and phone on August 27, and August 28, 2015. During this time the specialist discussed the Unrelated Prior Damage on the roof of the vehicle and determined that this damage would be minimal on a salvage branded vehicle based on the year, make, model and condition of the vehicleThe reduction for Unrelated Prior Damage was removed from the settlement figures
The Actual Cash Value of the Toyota Corolla with a salvage branded title with Nationwide retaining the vehicle is outlined as follows:
Actual Cash Value (ACV) = $9,Subtotal ACV = $9,Unrelated Prior Damage Applied - $Total ACV = $9,Tax + $665.00 Total Settlement = $10,
This information was provided to the customer on August 28, 2015, and was agreed upon by Mr.Nosa ***.
Nationwide provided the customer with a rental vehicle from August 13, through September 1, for a total of days at $per day
If you require further assistance, please contact *** *** ***, Jane G*** at ###-###-####, or by email at ***between the hours of 8:AM and 4:PM.
Regards,
Craig C***
*** ***
###-###-####
I have read Mr.G***'s response, I wonder if all information is being relayed between all nationwide reps There is no mention of the appraisal I received from my third party of $2,diminished value or any mention of verbal communication with repMonica F* of further negotiation Her offer was $1,diminished value, plus $for loss of use of vehicle during transmission repairs We also discussed a rental fee for a car at $99.90, during D&D evaluation of transmission issue dating back to 11/17/( it has taken that long to get resolution on damage!) In which she stated would be covered, as the car was needed for medical appointments resulting from the wreck As in the fax I sent to B.B.B & Monica F*, I would settle at the middle of both third party appraisals of between $1,and $2,at a total of $1,plus the $loss of use compand reimbursement of rental car expense Monica stated she would take this to the table and get back to me That was 11/19/ I had not heard from any nationwide repuntil this e-mail There was NO mention of final offer as stated by Mr.G***! I will fax you a copy of rental car receipt for your records.Thank You,
*** ***
Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 2012. At the time of the cancellation a balance of $was due for coverage provided. A payment of $was received and paid the balance due and left a credit of
$which was refunded back to the member. The credit was not enough to reactive the policy. On October 27, 2012, a payment of $was received which reactived the Auto policy with a lapse in coverage
A bill was sent for $due November 27, 2012. There was no payment received and a Notice of Cancellation was sent for $(included a $late fee) due December 20, or the policy would cancel effective December 21, 2012. A balance of $remained for coverage provided up to the cancellation date. A Balance Due bill was sent on December 27, 2012, to the member which indicated a balance was due on the cancelled policy. There was no payment made to reactive the policy. There was a more than day lapse when the member called in to inquire on the Auto policy
On April 1, 2013, Ms*** purchased a six month Victoria Fire & Casualty Auto policy from the *** * *** Agency, with a bill plan of 16.5% down and installments. Ms***’s policy last renewed into the term beginning October 1, when the renewal offer was accepted with the renewal down payment in the amount of $paid on October 1, 2014.
The Auto policy initially cancelled on December 19,for nonpayment as the installment due on December 1, was not paidThere was an outstanding balance of $
On March 3, 2015, Ms*** provided proof of duplicate coverage as well as a signed cancellation request for an effective cancellation date of November 12, The cancellation date was corrected and a refund in the amount of $was mailed on March 26, The credit collections agency was notified that Ms*** did not owe any money on this policy and the balance was cleared
Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact me at ###-###-####, Ext. *** or my email address is***
If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W*** ########or by email at ***
Sincerely,
Erica D***
*** ***
The information in the response from Nationwide in inaccurate I applied for the loan online on November 16, and didn't receive the requested amount until Monday, December 14, (nearly month later) I have attached a copy of two pictures: the first showing acknowledgement from Nationwide on November 24th and the second showing the numerous amount of times the loan needed to be cancelled/resubmitted. The information I received from Nationwide was that the third party administrator (***) was at fault When everything was finalized, it is obviously the burden of responsibility lies with Nationwide It is apparent to me that Nationwide does not have the ability to handle individual issues as they arise They were more interested in bickering with the third party administrator than resolving the issue It is completely unacceptable the way everything was handled I applied for the loan giving myself (what should have been) plenty of time to have it for Christmas shopping I'm a single mother and not knowing when or if I would receive the money was not only frustrating but aggravating Do I expect someone at Nationwide to drop everything and work on my problem? Yes, I do!! As of the end of November, the loan had been approved by my employer, the third party administrator and by Nationwide itselfHowever, it took until December 15th to finally receive the deposit I am now stuck paying additional shipping charges in order to guarantee Christmas delivery and some items are out of stock and now not available I couldn't be more disappointed in the way Nationwide handled the entire transaction
(1) A response from nationwideWe spoke with the insured and she agreed to allow us to send out a vendorto evaluate the couch for repair/replacement.(2) A check for the cost to replace the couches and dispose of the oldcouchesOnce the evaluation is complete we will review for repair or
replacement.(3) The $1,deductible refunded/subrogation process initiatedSubrogation was referred and is working with the liable carrier to pursuesubrogation. If subrogation is successful the subrogation department willhandle reimbursement.(4) Check for the depreciation withheldThe depreciation check was issued prior to this complaint
the dates are still not correct on the policyThe Chevy Impala change date suppose to have be November 28, not January 27, Also like I stated in my complaint as the outcome I will not be paying for coverage that my car didn't haveI rode around for months without insurance and weeks without a tagI was finally able to get me tag on January 25, so that's the date the Nissan Altima is considered registered with insurance by the state of GeorgiaNationwide will not get a dollar out of me until the dates match what I just sent back as my reason for rejecting Nationwide effort thus far
Regards, *** ***
There was no new damages to the Toyota Prius, This was poor workmanship from *** Auto BodyThere hasn't been any sufficient proof to this claim, the Nationwide Claims manager showed up to *** Auto after the car was taking apart and didn't witness any new damagesThe Nationwide manager does not have proof of the claims made to this being new damagesI've requested several times for a representative of Nationwide to be present during the taking off of the bumper however they always show up afterwards the next day after the body shop has had the vehicle in their possession for hours to hide evidence of their poor work and make it appear to be new damagesI've notified Nationwide several times that *** Auto Body continues to try to repair the car and I receive it in poor workmanshipThe damages from the auto accident should have totaled the car out yet *** Auto Body tried to repair it and the car can't be repaired properly because of the severe impact.*** Auto repaired the bumper and trunk lining which Nationwide agreed that the trunk lining was repaired in poor workman ship but failed to make note of thisThe bumper is still not repaired in factory qualityOscar at Nationwide was notified and no one from Nationwide has come out to see the final repairsI was told by Oscar to turn the car into Toyota and let Toyota contact Nationwide with any concernsI am not satisfied with the dishonesty from *** Auto Body and the non-factual statements from NationwideI was spoken to very poorly by the body shop with an aggressive manner until I filed and Revdex.com reportEveryone has been nice to me since filing an complaint through the Revdex.com however the truth has not been told and the bumper remains to be not repaired properly*** Auto Body has repaired the bumper times already they claim this was an new accident a
the company's response is falseI had never canceled my policyI am a new mother of three! and have no time for canceling or researching new companies, nor signing up with anyoneInstead, I had received a letter from the company stating they will no longer continue my policy at the same rateThen they proceeded to send me packets and packets of papers to sign for a more expensive policy, which is obscene on more than one levelAfter I paid my last bill online (and the website showed zero remaining balance when I did so), I was forced to buy new policy from a new company, at a cheaper rateTherefore, I do NOT owe any money to anyone
I read you finding from your investigation of my concerns as
a customer I should have been made aware of the status of my claim without me
having to call anyone. As a courtesy to
your customers a letter, email or simple phone call could have easily been done
which would have avoided me from contacting your claims representative
If your representative called repeatedly needing information
from me, left voice messages but I ignored them and never responded…They would
not like it one bit…and neither do I
I do not accept your response letter; it stands to reason
that you are covering up for your employee instead of addressing the issue
It seems to me that customer service should be the life line
of any business…without the customer you don’t have a business I demand any apology for no response from your
claim representative for ignoring and not responding to any of my phone
inquiries concerning the status of my claim
Regards, *** ***
Thank you for your inquiry regarding a complaint you received from Ms*** ***If I do not provide the information you need for this matter, please do not hesitate to let me know.Mrs***’s concerns are regarding the damages from an auto accident, which occurred on March 9, in which her vehicle was struck in the rear by a Nationwide insuredMrs*** is also a Nationwide policyholder, but in relation to this accident we addressed her damages from a third party perspective.Shortly after the loss, a property damage estimate was established and Mrs*** was compensated based on that estimateThe damages which were isolated to the rear of her vehicle totaled $Several weeks afterward, she contacted the material damage specialist, Chris S***, and advised him that her vehicle now had engine damage, which she felt was related to the lossMrS*** met with the claimant and her mechanic to reinspect the vehicle on April 14, At that time, she was advised that in order to determine if the damages were related to the loss, she would have to authorize, at her expense, a tear down of the vehicle to determine the actual cause of the damageShe was also advised that if it was determined the damages were the result of the impact Nationwide would address the additional damages.On May 8,2015, Mrs*** contacted us to advise that she had spoken to her mechanic and that he said there was no way to determine what the nature of the damages was and that the engine needed to be replacedAt that point we advised Mrs*** again that in order to address the issue, she would need to authorize the tear down to determine the cause and allow us to reinspect the vehicleShe refused to do so stating that there was "no question that it was related and we should pay for the damage".In subsequent conversations with Mrs***, we have reiterated our position, however to date she has not authorized a tear down of the vehicle or provided any additional or new information to substantiate her claim.I contacted Mrs*** again July 7, to inquire if she has taken any additional steps to diagnose the damage to her vehicle and she advised that she has notShe still feels that the additional damages, although the cause or severity is not documented, are related to the rear end impact and, as such, the responsibility of NationwideAt that time, I again reiterated our previous position and invited her to provide documentation to substantiate her lossUnfortunately, she still refuses to do soShe ended the phone call by stating that she would not let the issue drop and that she would consider pursuing legal action against Nationwide.We have advised Mrs*** that there is no indication that our insured would be legally liable for the damages to her vehicle’s engineWe have compensated her in the amount of $586.85, for the property damage to the rear of her vehicle, but have also advised her that if/when she chooses to allow a qualified mechanic to tear down and assess the cause of the damage to her engine, we will be willing to reinspect the vehicle and address any additional accident related damagesHowever, at this point we can not honor her request to consider her vehicle a total loss or to pay her an additional sum of $4000.00.I attempted to contact Mrs*** again July 15, but she was unavailableI left her a detailed voicemail advising her that we would not be able to compensate her for the $charge she sustained from the mechanical shop that inspected her vehicleI confirmed in the message that the charge represents the initial cost for her to substantiate the alleged additional damage to her vehicle and is not directly related to her lossI reiterated that any costs incurred in an attempt to substantiate the alleged additional damage were her responsibility and again advised that we would appropriately consider any additional information she could provide to substantiate the additional portion of her claimI left my contact information and invited Mrs*** to contact me with any additional questions.We hope this will resolve all pending concernsHowever, if you should have any questions or wish to discuss the matter further, please feel free to call me.Sincerely,Timothy B*** *** ***###-###-####***
Nationwide values our customer’s opinion and feedback regarding their claims experience. Ms*** did display the fact that she was not pleased with the way the Casualty Claims Associate explained the liability outcome in relation to her accident on July 27, We
apologized, and appropriate coaching and feedback was provided to the associate
Please be advised that Ms*** ***'s vehicle was repaired at On Your Side Shop, *** *** *** and Nationwide Insurance provides a warranty on the repairs and alternative parts for as long as the customer owns or leases the vehicle
I became aware of the problems Ms*** had with her vehicle on Thursday, August 27, After speaking with Ms***, I learned that she was not happy with the sheet metal alignment, color match, air-conditioning not working, and that the engine turned it self off after running for about ten minutes I have apologized to Ms*** and I have reassured her that I will address and resolve all of her concerns
On Friday, August 28, 2015, I have reinspected Ms***'s vehicle with body shop Manager, *** ***, and went over all of the customer concerns*** reassured me that the vehicle will not leave the shop until the repairs are done correctly*** *** informed me that the body shop will pay for the customer's additional rental expenses while the vehicle is at the body shop for repairsOn September 1, 2015, I have authorized the body shop to replace the aftermarket front bumper cover with an Original Manufacturer Equipment bumper coverDuring the repair process the vehicle also was taken to a Nissan dealer, *** ***, in *** ** for the engine stalling issue. We made sure that they checked the vehicle outAfter the repairs were completed the vehicle was delivered to Ms.*** on Wednesday September 9, *** from the body shop went over all the repairs with Ms*** and she took possession of the vehicle. I have called Ms*** on September 10, 2015. I spoke with Ms***'s husband, *** ***. Mr*** told me that he was happy with the repairs but he found few issues with the vehicle he was not happy withHe found scratches on one of the wheel covers and wanted the wheel cover to be replacedThey have also noticed some kind of rattle noise coming form the front of the vehicleMs*** and Mr.*** already spoke with *** at the body shop and had an appointment with the body shop for September 11, 2015.
On Friday, September 11, 2015, Ms.*** and Mr*** stopped at the body shop and met with ***The body shop replaced the wheel cover and diagnosed the rattle noiseI have called *** on September 11, 2015. He told me that the wheel cover was replaced and also that he located the rattle noise which was the hood stopThe hood stop was too low and needed to be adjusted. Ms*** left after the wheel cover and the adjustment to the hood were correctedAfter Ms*** left,
*** at the body shop received a call from her. He was informed that the rattle noise is still thereMs*** will be bringing the vehicle back on Monday September 14, to have the noise diagnosed. I have instructed *** at the body shop to send the vehicle to Nissan dealer, *** ***, if they cannot locate the source of the rattle
If you require further assistance, please contact our Customer Relations Coordinator, Cathy D***, at ###-###-#### or by email at***
Sincerely,
Krzysztof K***
*** *** *** ***
Nationwide
###-###-####
In reference to the unverified chat log, it is more of a he say, she say scenarioIf we indeed go by what was stated to be said on the chat log, you can easily notice how adding ***(ex wife), on the policy was recommended by ***, and not requested by ***(customer)In addition, this does not match up to original agreement & no further acknowledgment has been confirmed by *** about the change in amountYou cannot bill a change of amount without an agreement or acknowledgement on the stated amountIt goes both ways, per what's being said, you couldn't exclude a driver without a signature(Although sister company was able to)The change in amount without an agreed upon total, and a removal of discounts ultimately proves this agreement to be not valid
It was not clear that the underwriter would approve or deny such a request that *** recommended*** (customer) can't be held liable to understanding verbiage used for certain policy holder as *** doesn't have education in the insurance fieldThis proves that without an actual amount, or agreement stating any changesThere was no other agreement agreed upon thereafter
In summary the $stated to be owed is an amount made up by the businessPer chatlog "Nationwide Underwriting approved the reversal of the policy, and rating of Ms*** as a principal driver based on MrB***’s comments aboveOn April 2, 2015, our Member Care Representative contacted Mr*** times to inform him that his policy had been activated without a lapse in coverage, and Ms*** was rated as a principal driverThe Representative was unable to reach MrB*** or leave a voicemail as it was fullAnother attempt was made to contact Mr*** on April 3, with the same result."
It is proven that ***(customer) wasn't aware of any changes in price of policy
Request: I would like for Nationwide, in good faith, to do what's right and Aadjust the amount of to the original agreed upon premium amount, or Bcancel all amounts due/owed to Nationwide Insas it's evident there was no clear communication and confirmation on any increases
Thanks,
Regards,
*** ***
This letter is in response to your inquiry dated November 14, 2016.Mr*** has expressed concerns regarding his auto policy premiumThe policy was bound with theexpectation that the August 01, to February 01, term premium would be $629.80.However, the policy processed with a term
premium of $which was $higher than thequoted premiumMr*** did attempt to resolve this issue with Nationwide before filing thiscomplaint.There are procedures in place to help resolve premium issuesOur review of the policy hasdetermined the current premium of $is correctThere were no defects or missing informationthat contributed to the higher premiumAs Mr*** was quoted $when the policy wasbound, this premium will be honored for this term.A $credit was placed on the policy on November 07, to honor the quoted premium of$for one termMr*** has been informed the term premium is being honored and thatremaining bills would be loweredThere are two bills left in the policy term which have been adjustedto $each, barring any premium bearing changes.Mr*** also states that Nationwide did not make contact to resolve this issueNationwide is abusiness whose future depends upon the satisfaction of our customersWe strive to provide ourcustomers with the highest quality of serviceWe apologize if the level of service Mr*** hasreceived did not meet his expectationsWe continually work to improve our ability to avoid issues likethis in the future.If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D***,at ###-###-#### or by email at ***@nationwide.com.Sincerely,Gregory AG***SrAnalyst###-###-####***@nationwide.com
I reviewed the response made by the business in reference to complaint ID 12100896, and find the resolution is UNsatisfactory to meI will create a new case later if needed once I complete my treatmentThis has because a battle of back and forth and giving me such an headache and heart acheBut, Right now to keep my mental sanity I need to understand that they are not willing to working with me and doesnt care that I am their customer as well
We are in receipt of your correspondence dated November 14, 2017, addressed to *** ***, regarding the above noted file and MrP*** request to make adjustments to his *** *** *** *** policy coverages.Upon receipt of your inquiry we contacted the vendor we use to
service our *** policyholder accountsA representative, Bethany, made a call out to MrP*** today and left a voice message explaining that in order to make changes to Earthquake policy coverages they will need something in writing from himShe provided a mailing address as well as the email in her message, along with giving him the phone number to call back if he would like to quote out any changes.For assistance with questions or changes to his Earthquake policy at any time, MrP*** should contact the *** Service Center at ###-###-#### or email ***.Thank you for bringing our member’s concerns to our attentionIf you require further assistance, please contact our Customer Advocacy Coordinator, Janice Kleinhans, direct at ###-###-#### or by email at ***Sincerely,Shauna T***Nationwide *** Account Manager
We are in receipt of your request for information regarding the above referenced fileIn her complaintto the Revdex.com Ms*** states that when she applied for a policy for her dog,Bernie that she selected the Major Medical Plan with the Pet Wellness RiderHowever, when
shesubmitted claims for wellness services her claims were denied because the Pet Wellness Rider wasnot added to her Major Medical PlanMs*** is asking that the wellness rider be added to herpolicy and that her claims be reimbursed.On January 15, through the Nationwide Pet web site Ms*** applied for the MajorMedical Plan with a $annual deductible for her dog, BernieThe policy was approved with aneffective date of January 29, 2017.The policy information and declarations page were sent to her onJanuary 16, which outlined the coverage purchased for BernieThe base premium of $378.69listed on the declarations page was for the Major Medical Plan only.On August 6, we received five claims for BernieFour of the claims submitted included fees thatare only eligible under a Pet Wellness Rider therefore those claims were denied under the MajorMedical PlanHowever, claim 2***for the date of April 27, was temporarily deniedbecause it did not include a diagnosis for Bernie’s exam and antibioticsThis claim can bereprocessed upon receipt of a medical diagnosis.We have retrieved a copy of Ms*** application however there is no indication that a PetWellness Rider was selected at the time that she applied for the Major Medical PlanOnce the policycame into effect on January 29, Ms*** had days to review her policy and add a PetWellness RiderUnfortunately, we are unable to add the Pet Wellness Rider to her current policytermMs***’s policy will renew on January 29, and a Pet Wellness Rider can be addedto Bernie’s policy during the 60-day renewal period to assist with reimbursement for wellness servicesincurred during the January 29, to January 29, policy term.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D***, at###-###-#### or by email at ***.Sincerely,Christopher M***Claims Director***###-###-####Enclosures
Your inquiry on behalf of the customer associated with the complaint ID noted above was referred to me for response.My review indicated that our Customer Service Representative did not provide correct information regarding the change in the billing system when speaking to the insured late last year
In conjunction with this change, the new billing program would not function in the same manner as the previous one hadThe insured was making monthly payments on a program that required payment in full only at the beginning of the new policy termWhile the prior billing program allowed the monthly payments, the new one would not.I spoke to Ms*** and explained what had occurredShe indicated they had obtained other insurance but needed correction to their policy cancellation date to avoid forced placed insurance by their lienholderThis change has been made and the collection process halted as there is no longer an outstanding balance owedWe regret the confusion created by the inaccurate information provided by our representative during our transitioning to the new billing program.Thank you for this opportunity to review our handlingI hope the additional information provided serves to further explain our actionsIf you require further assistance, please contact our Customer Advocacy Coordinator, Janice K*** direct at ###-###-#### or by email at ***Sincerely,Mary K*** *** *** *** ***
THEY STILL FAIL TO HONOR DATE OF CANCELLATION. IT APPEARS AS IF THEY CANNNOT READ AND COMPREHEND!
Regards, *** ***
There seems to be a miscommunication from the correspondence between *** *** and myselfThe correspondence ended with an email reply to them and I have heard nothing further backI did not give *** any specific dates of the calls due to the significant amount of time that has passed since both calls where made*** did understand this because in his message to me, he said and I quote "can you clarify, if possible, who you spoke to or how you received the information about the 3-year freeze on cost increases?" I did explain to *** my position in trying to back track that far back and pin point two callsWith that said, there is no documentation to support my statement of course due to the fact that these where both verbal communications to confirm or finalize my choices on a insurance provider, and to speak about a problem that I would consider typical which is processing a paymentHad I been late with a payment or something else that might have made my account stand out, then it would be much easier to pin point the time frame of the callsIn any case, this does not make this claim any less valid due to the fact that I opened this claim based on this information which was initially provided in the first placeMy goal of this correspondence is to move forward and find a resolution, not dwell on what went wrong and how it went wrong because it obviously will not benefit the customer (myself) in any wayI would like to ask, can the monthly administration fee be remove? I have already looked into my contract to cover details on the rate increase so I will accept that since my rate was increased after a year of being enrolledIf the admin fee can at least be removed, that will satisfy myself as a customerPlease advise if this is possibleI am requesting the information here for the purpose of record keeping because calling in requesting information is how we ended up here in the first placeThank you for your time
This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, per Ms***’s requestAbalance of $remained for coverage provided up to the cancellation dateUpon receiving theattached
documentation, the Auto policy cancellation date was adjusted to June 14, Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our *** *** ***, Dawn H***, at###-###-#### or by email at ***Sincerely,Erica C***
This letter is in regards to the Property Damage claim for one Toyota Corolla belonging to Ms*** ***. The Toyota Corolla involved in the loss has a salvage branded titleThis loss occurred on August 8, Field Claims Associate Michael B*** was able to
inspect the vehicle on August 11, and deemed the vehicle a total loss on August 12, This was a day time period and within the day time period as allowed by the ** state appraisers actNationwide has an obligation to perform an investigation into the facts of the loss, once this investigation was completed on August 12, 2015, a rental vehicle was authorized for the ***'sIf a rental vehicle was obtained before this date, Nationwide would happily reimburse them for these chargesHowever, we would not authorize a direct bill prior to establishing our liability and coverage for the loss
Based upon our inspection of the vehicle, the estimate amount was $7,The value of the vehicle was determined to be $9,697.88, less the anticipated salvage value of $4,463.23, which equals $5,This amount is less then the estimate amount of $7,980.51, therefore, the vehicle is declared a total loss as per the ** State Appraisers act
Coverage for the loss was verified, and contact was made by the Total Loss representative *** *** on August 14, Subsequent contact attempts were made with no more than days passing before contact was achieved by either the Total Loss Specialist or a member of the Management staff. Discussions began between Ms*** and management staff regarding a dispute in the value of the vehicle on August 24, 2015. Ms*** conveyed that she was upset that they cannot find a replacement vehicle for the amount we have offered Ms*** wanted Nationwide to either purchase a replacement vehicle for her or to give her money to purchase a similar vehicle in the area of $13,that Ms*** has found Nationwide management attempted to convey to Ms***, that Nationwide does not have the capability of purchasing a replacement vehicle and delivering it to her, nor is Nationwide obligated to do soNationwide advised Ms*** that we owe the Actual Cash Value of the vehicle she was driving at the time of the loss, which would be a Toyota Corolla with a salvage branded title, and that the local market comparables she had viewed have a clean titleIt was conveyed Ms*** that there is a difference in value between a vehicle with a clean title and that with a salvage/branded titleNationwide determined the actual cash value of the vehicle using the methodology explained belowThe initial settlement was presented to the claimant on August 19,
Nationwide utilized CCC Valuation to evaluate the vehicle at a fair market value as a branded vehicle.
Nationwide has conducted an appraisal of the Toyota Corolla LE door Sedan located in *** **The appraisal information was then used to conduct research in your market to determine the local market value of the vehicleThis CCC Valuescope Market Report details the results of that search
When Nationwide requests a valuation report, they provide CCC with the configuration of the vehicle in the loss, including model, hours or mileage, optional features, any accessories, the condition of the vehicle as well as the VIN/HIN/PIN (vehicle/hull/product identification number) of the vehicleThat identification number is analyzed to verify basic information provided on the vehicle
Significant differences between the vehicle and any other comparable units are documented and are used to define a verifiable market value for the vehicle in the lossIf no comparable units are located, the valuation expert will conduct a local market survey to gather the expert opinion of knowledgeable retailers in order to determine the local market valueThis was the case for the Toyota Corolla with the salvage branded title.
PaCode 62.3(e) (1)(iii).
“Motor Vehicle Physical Damage Appraisers; Applicable Standards for Appraisal:
(1) Under this subsection, replacement value under the policy provisions covering the total loss of a motor vehicle including an unrecovered motor vehicle shall be determined by one of the following methods:”
“(iii) Dealer quotation methodThe appraiser shall consult with dealers or other persons knowledgeable in the field to secure quotations as to the value of the motor vehicle being appraisedAt least two quotations shall be securedThe figures thus secured shall be averaged.”
Nationwide’s valuation of the salvage branded Toyota Corolla is in accordance with Laws and regulations of the State of Pennsylvania, specifically relating to the vehicle being a total lossPaCode 62.3(e) (1)(iii).
Additional correspondence took place between the Total Loss Specialist and Mr*** *** via email and phone on August 27, and August 28, 2015. During this time the specialist discussed the Unrelated Prior Damage on the roof of the vehicle and determined that this damage would be minimal on a salvage branded vehicle based on the year, make, model and condition of the vehicleThe reduction for Unrelated Prior Damage was removed from the settlement figures
The Actual Cash Value of the Toyota Corolla with a salvage branded title with Nationwide retaining the vehicle is outlined as follows:
Actual Cash Value (ACV) = $9,Subtotal ACV = $9,Unrelated Prior Damage Applied - $Total ACV = $9,Tax + $665.00 Total Settlement = $10,
This information was provided to the customer on August 28, 2015, and was agreed upon by Mr.Nosa ***.
Nationwide provided the customer with a rental vehicle from August 13, through September 1, for a total of days at $per day
If you require further assistance, please contact *** *** ***, Jane G*** at ###-###-####, or by email at ***between the hours of 8:AM and 4:PM.
Regards,
Craig C***
*** ***
###-###-####
I have read Mr.G***'s response, I wonder if all information is being relayed between all nationwide reps There is no mention of the appraisal I received from my third party of $2,diminished value or any mention of verbal communication with repMonica F
* of further negotiation Her offer was $1,diminished value, plus $for loss of use of vehicle during transmission repairs We also discussed a rental fee for a car at $99.90, during D&D evaluation of transmission issue dating back to 11/17/( it has taken that long to get resolution on damage!) In which she stated would be covered, as the car was needed for medical appointments resulting from the wreck As in the fax I sent to B.B.B & Monica F
*, I would settle at the middle of both third party appraisals of between $1,and $2,at a total of $1,plus the $loss of use compand reimbursement of rental car expense Monica stated she would take this to the table and get back to me That was 11/19/ I had not heard from any nationwide repuntil this e-mail There was NO mention of final offer as stated by Mr.G***! I will fax you a copy of rental car receipt for your records.Thank You,
*** ***
Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 2012. At the time of the cancellation a balance of $was due for coverage provided. A payment of $was received and paid the balance due and left a credit of
$which was refunded back to the member. The credit was not enough to reactive the policy. On October 27, 2012, a payment of $was received which reactived the Auto policy with a lapse in coverage
A bill was sent for $due November 27, 2012. There was no payment received and a Notice of Cancellation was sent for $(included a $late fee) due December 20, or the policy would cancel effective December 21, 2012. A balance of $remained for coverage provided up to the cancellation date. A Balance Due bill was sent on December 27, 2012, to the member which indicated a balance was due on the cancelled policy. There was no payment made to reactive the policy. There was a more than day lapse when the member called in to inquire on the Auto policy
On April 1, 2013, Ms*** purchased a six month Victoria Fire & Casualty Auto policy from the *** * *** Agency, with a bill plan of 16.5% down and installments. Ms***’s policy last renewed into the term beginning October 1, when the renewal offer was accepted with the renewal down payment in the amount of $paid on October 1, 2014.
The Auto policy initially cancelled on December 19,for nonpayment as the installment due on December 1, was not paidThere was an outstanding balance of $
On March 3, 2015, Ms*** provided proof of duplicate coverage as well as a signed cancellation request for an effective cancellation date of November 12, The cancellation date was corrected and a refund in the amount of $was mailed on March 26, The credit collections agency was notified that Ms*** did not owe any money on this policy and the balance was cleared
Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact me at ###-###-####, Ext. *** or my email address is***
If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W*** ########or by email at ***
Sincerely,
Erica D***
*** ***
The information in the response from Nationwide in inaccurate I applied for the loan online on November 16, and didn't receive the requested amount until Monday, December 14, (nearly month later) I have attached a copy of two pictures: the first showing acknowledgement from Nationwide on November 24th and the second showing the numerous amount of times the loan needed to be cancelled/resubmitted. The information I received from Nationwide was that the third party administrator (***) was at fault When everything was finalized, it is obviously the burden of responsibility lies with Nationwide It is apparent to me that Nationwide does not have the ability to handle individual issues as they arise They were more interested in bickering with the third party administrator than resolving the issue It is completely unacceptable the way everything was handled I applied for the loan giving myself (what should have been) plenty of time to have it for Christmas shopping I'm a single mother and not knowing when or if I would receive the money was not only frustrating but aggravating Do I expect someone at Nationwide to drop everything and work on my problem? Yes, I do!! As of the end of November, the loan had been approved by my employer, the third party administrator and by Nationwide itselfHowever, it took until December 15th to finally receive the deposit I am now stuck paying additional shipping charges in order to guarantee Christmas delivery and some items are out of stock and now not available I couldn't be more disappointed in the way Nationwide handled the entire transaction
(1) A response from nationwideWe spoke with the insured and she agreed to allow us to send out a vendorto evaluate the couch for repair/replacement.(2) A check for the cost to replace the couches and dispose of the oldcouchesOnce the evaluation is complete we will review for repair or
replacement.(3) The $1,deductible refunded/subrogation process initiatedSubrogation was referred and is working with the liable carrier to pursuesubrogation. If subrogation is successful the subrogation department willhandle reimbursement.(4) Check for the depreciation withheldThe depreciation check was issued prior to this complaint
the dates are still not correct on the policyThe Chevy Impala change date suppose to have be November 28, not January 27, Also like I stated in my complaint as the outcome I will not be paying for coverage that my car didn't haveI rode around for months without insurance and weeks without a tagI was finally able to get me tag on January 25, so that's the date the Nissan Altima is considered registered with insurance by the state of GeorgiaNationwide will not get a dollar out of me until the dates match what I just sent back as my reason for rejecting Nationwide effort thus far
Regards, *** ***
There was no new damages to the Toyota Prius, This was poor workmanship from *** Auto BodyThere hasn't been any sufficient proof to this claim, the Nationwide Claims manager showed up to *** Auto after the car was taking apart and didn't witness any new damagesThe Nationwide manager does not have proof of the claims made to this being new damagesI've requested several times for a representative of Nationwide to be present during the taking off of the bumper however they always show up afterwards the next day after the body shop has had the vehicle in their possession for hours to hide evidence of their poor work and make it appear to be new damagesI've notified Nationwide several times that *** Auto Body continues to try to repair the car and I receive it in poor workmanshipThe damages from the auto accident should have totaled the car out yet *** Auto Body tried to repair it and the car can't be repaired properly because of the severe impact.*** Auto repaired the bumper and trunk lining which Nationwide agreed that the trunk lining was repaired in poor workman ship but failed to make note of thisThe bumper is still not repaired in factory qualityOscar at Nationwide was notified and no one from Nationwide has come out to see the final repairsI was told by Oscar to turn the car into Toyota and let Toyota contact Nationwide with any concernsI am not satisfied with the dishonesty from *** Auto Body and the non-factual statements from NationwideI was spoken to very poorly by the body shop with an aggressive manner until I filed and Revdex.com reportEveryone has been nice to me since filing an complaint through the Revdex.com however the truth has not been told and the bumper remains to be not repaired properly*** Auto Body has repaired the bumper times already they claim this was an new accident a
the company's response is falseI had never canceled my policyI am a new mother of three! and have no time for canceling or researching new companies, nor signing up with anyoneInstead, I had received a letter from the company stating they will no longer continue my policy at the same rateThen they proceeded to send me packets and packets of papers to sign for a more expensive policy, which is obscene on more than one levelAfter I paid my last bill online (and the website showed zero remaining balance when I did so), I was forced to buy new policy from a new company, at a cheaper rateTherefore, I do NOT owe any money to anyone
I read you finding from your investigation of my concerns as
a customer I should have been made aware of the status of my claim without me
having to call anyone. As a courtesy to
your customers a letter, email or simple phone call could have easily been done
which would have avoided me from contacting your claims representative
If your representative called repeatedly needing information
from me, left voice messages but I ignored them and never responded…They would
not like it one bit…and neither do I
I do not accept your response letter; it stands to reason
that you are covering up for your employee instead of addressing the issue
It seems to me that customer service should be the life line
of any business…without the customer you don’t have a business I demand any apology for no response from your
claim representative for ignoring and not responding to any of my phone
inquiries concerning the status of my claim
Regards, *** ***
Thank you for your inquiry regarding a complaint you received from Ms*** ***If I do not provide the information you need for this matter, please do not hesitate to let me know.Mrs***’s concerns are regarding the damages from an auto accident, which occurred on March 9, in which her vehicle was struck in the rear by a Nationwide insuredMrs*** is also a Nationwide policyholder, but in relation to this accident we addressed her damages from a third party perspective.Shortly after the loss, a property damage estimate was established and Mrs*** was compensated based on that estimateThe damages which were isolated to the rear of her vehicle totaled $Several weeks afterward, she contacted the material damage specialist, Chris S***, and advised him that her vehicle now had engine damage, which she felt was related to the lossMrS*** met with the claimant and her mechanic to reinspect the vehicle on April 14, At that time, she was advised that in order to determine if the damages were related to the loss, she would have to authorize, at her expense, a tear down of the vehicle to determine the actual cause of the damageShe was also advised that if it was determined the damages were the result of the impact Nationwide would address the additional damages.On May 8,2015, Mrs*** contacted us to advise that she had spoken to her mechanic and that he said there was no way to determine what the nature of the damages was and that the engine needed to be replacedAt that point we advised Mrs*** again that in order to address the issue, she would need to authorize the tear down to determine the cause and allow us to reinspect the vehicleShe refused to do so stating that there was "no question that it was related and we should pay for the damage".In subsequent conversations with Mrs***, we have reiterated our position, however to date she has not authorized a tear down of the vehicle or provided any additional or new information to substantiate her claim.I contacted Mrs*** again July 7, to inquire if she has taken any additional steps to diagnose the damage to her vehicle and she advised that she has notShe still feels that the additional damages, although the cause or severity is not documented, are related to the rear end impact and, as such, the responsibility of NationwideAt that time, I again reiterated our previous position and invited her to provide documentation to substantiate her lossUnfortunately, she still refuses to do soShe ended the phone call by stating that she would not let the issue drop and that she would consider pursuing legal action against Nationwide.We have advised Mrs*** that there is no indication that our insured would be legally liable for the damages to her vehicle’s engineWe have compensated her in the amount of $586.85, for the property damage to the rear of her vehicle, but have also advised her that if/when she chooses to allow a qualified mechanic to tear down and assess the cause of the damage to her engine, we will be willing to reinspect the vehicle and address any additional accident related damagesHowever, at this point we can not honor her request to consider her vehicle a total loss or to pay her an additional sum of $4000.00.I attempted to contact Mrs*** again July 15, but she was unavailableI left her a detailed voicemail advising her that we would not be able to compensate her for the $charge she sustained from the mechanical shop that inspected her vehicleI confirmed in the message that the charge represents the initial cost for her to substantiate the alleged additional damage to her vehicle and is not directly related to her lossI reiterated that any costs incurred in an attempt to substantiate the alleged additional damage were her responsibility and again advised that we would appropriately consider any additional information she could provide to substantiate the additional portion of her claimI left my contact information and invited Mrs*** to contact me with any additional questions.We hope this will resolve all pending concernsHowever, if you should have any questions or wish to discuss the matter further, please feel free to call me.Sincerely,Timothy B*** *** ***###-###-####***
Nationwide values our customer’s opinion and feedback regarding their claims experience. Ms*** did display the fact that she was not pleased with the way the Casualty Claims Associate explained the liability outcome in relation to her accident on July 27, We
apologized, and appropriate coaching and feedback was provided to the associate
Please be advised that Ms*** ***'s vehicle was repaired at On Your Side Shop, *** *** *** and Nationwide Insurance provides a warranty on the repairs and alternative parts for as long as the customer owns or leases the vehicle
I became aware of the problems Ms*** had with her vehicle on Thursday, August 27, After speaking with Ms***, I learned that she was not happy with the sheet metal alignment, color match, air-conditioning not working, and that the engine turned it self off after running for about ten minutes I have apologized to Ms*** and I have reassured her that I will address and resolve all of her concerns
On Friday, August 28, 2015, I have reinspected Ms***'s vehicle with body shop Manager, *** ***, and went over all of the customer concerns*** reassured me that the vehicle will not leave the shop until the repairs are done correctly*** *** informed me that the body shop will pay for the customer's additional rental expenses while the vehicle is at the body shop for repairsOn September 1, 2015, I have authorized the body shop to replace the aftermarket front bumper cover with an Original Manufacturer Equipment bumper coverDuring the repair process the vehicle also was taken to a Nissan dealer, *** ***, in *** ** for the engine stalling issue. We made sure that they checked the vehicle outAfter the repairs were completed the vehicle was delivered to Ms.*** on Wednesday September 9, *** from the body shop went over all the repairs with Ms*** and she took possession of the vehicle. I have called Ms*** on September 10, 2015. I spoke with Ms***'s husband, *** ***. Mr*** told me that he was happy with the repairs but he found few issues with the vehicle he was not happy withHe found scratches on one of the wheel covers and wanted the wheel cover to be replacedThey have also noticed some kind of rattle noise coming form the front of the vehicleMs*** and Mr.*** already spoke with *** at the body shop and had an appointment with the body shop for September 11, 2015.
On Friday, September 11, 2015, Ms.*** and Mr*** stopped at the body shop and met with ***The body shop replaced the wheel cover and diagnosed the rattle noiseI have called *** on September 11, 2015. He told me that the wheel cover was replaced and also that he located the rattle noise which was the hood stopThe hood stop was too low and needed to be adjusted. Ms*** left after the wheel cover and the adjustment to the hood were correctedAfter Ms*** left,
*** at the body shop received a call from her. He was informed that the rattle noise is still thereMs*** will be bringing the vehicle back on Monday September 14, to have the noise diagnosed. I have instructed *** at the body shop to send the vehicle to Nissan dealer, *** ***, if they cannot locate the source of the rattle
If you require further assistance, please contact our Customer Relations Coordinator, Cathy D***, at ###-###-#### or by email at***
Sincerely,
Krzysztof K***
*** *** *** ***
Nationwide
###-###-####
In reference to the unverified chat log, it is more of a he say, she say scenarioIf we indeed go by what was stated to be said on the chat log, you can easily notice how adding ***(ex wife), on the policy was recommended by ***, and not requested by ***(customer)In addition, this does not match up to original agreement & no further acknowledgment has been confirmed by *** about the change in amountYou cannot bill a change of amount without an agreement or acknowledgement on the stated amountIt goes both ways, per what's being said, you couldn't exclude a driver without a signature(Although sister company was able to)The change in amount without an agreed upon total, and a removal of discounts ultimately proves this agreement to be not valid
It was not clear that the underwriter would approve or deny such a request that *** recommended*** (customer) can't be held liable to understanding verbiage used for certain policy holder as *** doesn't have education in the insurance fieldThis proves that without an actual amount, or agreement stating any changesThere was no other agreement agreed upon thereafter
In summary the $stated to be owed is an amount made up by the businessPer chatlog "Nationwide Underwriting approved the reversal of the policy, and rating of Ms*** as a principal driver based on MrB***’s comments aboveOn April 2, 2015, our Member Care Representative contacted Mr*** times to inform him that his policy had been activated without a lapse in coverage, and Ms*** was rated as a principal driverThe Representative was unable to reach MrB*** or leave a voicemail as it was fullAnother attempt was made to contact Mr*** on April 3, with the same result."
It is proven that ***(customer) wasn't aware of any changes in price of policy
Request: I would like for Nationwide, in good faith, to do what's right and Aadjust the amount of to the original agreed upon premium amount, or Bcancel all amounts due/owed to Nationwide Insas it's evident there was no clear communication and confirmation on any increases
Thanks,
Regards,
*** ***
This letter is in response to your inquiry dated November 14, 2016.Mr*** has expressed concerns regarding his auto policy premiumThe policy was bound with theexpectation that the August 01, to February 01, term premium would be $629.80.However, the policy processed with a term
premium of $which was $higher than thequoted premiumMr*** did attempt to resolve this issue with Nationwide before filing thiscomplaint.There are procedures in place to help resolve premium issuesOur review of the policy hasdetermined the current premium of $is correctThere were no defects or missing informationthat contributed to the higher premiumAs Mr*** was quoted $when the policy wasbound, this premium will be honored for this term.A $credit was placed on the policy on November 07, to honor the quoted premium of$for one termMr*** has been informed the term premium is being honored and thatremaining bills would be loweredThere are two bills left in the policy term which have been adjustedto $each, barring any premium bearing changes.Mr*** also states that Nationwide did not make contact to resolve this issueNationwide is abusiness whose future depends upon the satisfaction of our customersWe strive to provide ourcustomers with the highest quality of serviceWe apologize if the level of service Mr*** hasreceived did not meet his expectationsWe continually work to improve our ability to avoid issues likethis in the future.If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D***,at ###-###-#### or by email at ***@nationwide.com.Sincerely,Gregory AG***SrAnalyst###-###-####***@nationwide.com
I reviewed the response made by the business in reference to complaint ID 12100896, and find the resolution is UNsatisfactory to meI will create a new case later if needed once I complete my treatmentThis has because a battle of back and forth and giving me such an headache and heart acheBut, Right now to keep my mental sanity I need to understand that they are not willing to working with me and doesnt care that I am their customer as well
We are in receipt of your correspondence dated November 14, 2017, addressed to *** ***, regarding the above noted file and MrP*** request to make adjustments to his *** *** *** *** policy coverages.Upon receipt of your inquiry we contacted the vendor we use to
service our *** policyholder accountsA representative, Bethany, made a call out to MrP*** today and left a voice message explaining that in order to make changes to Earthquake policy coverages they will need something in writing from himShe provided a mailing address as well as the email in her message, along with giving him the phone number to call back if he would like to quote out any changes.For assistance with questions or changes to his Earthquake policy at any time, MrP*** should contact the *** Service Center at ###-###-#### or email ***.Thank you for bringing our member’s concerns to our attentionIf you require further assistance, please contact our Customer Advocacy Coordinator, Janice Kleinhans, direct at ###-###-#### or by email at ***Sincerely,Shauna T***Nationwide *** Account Manager