Good morning Ms***In reviewing the history of the Nationwide Visa Buxx card referenced in your complaint, the card in the name of* ***, which you funded, was closed with available funds remaining on the cardWith the card in aclosed status, it is not possible to refund the card
balance to the funding accountHowever, a check was issuedto you and mailed to the address shown above on October 14, That check has not been cashedWe haveplaced a stop payment on that check and issued another check on November 30, 2015.With regard to a delay in responding to your request, our records do indicate multiple telephone callsWe arecontinuing to research the repeated efforts made on your part to resolve this situation, and are addressing anyfailure to log and escalate telephone calls appropriatelyWe do certainly apologize for any lapse in service oreffective communication.Ms***, you indicated that your desired settlement would be to have the remaining balance on the card bereturned to the funding cardAgain, because the Buxx card has been closed, the only delivery method availableto return funds is via checkThe check was issued a second time on November 30, in the amount of $Aswe ask our customers to allow seven to ten business days to receive a mailing fmm Nationwide Bank, it ispossible that you have not yet received the check.Again, please accept our apology for the poor service that you received in this situationThis does not representthe level of service that you should expect from Nationwide BankWe appreciate your feedback and theopportunity to review and improve our processes.Sincerely,Anne LC*** *** *** ***
The photos provided by Oscar at Nationwide are not close ups, therefore does not show the condition of the bumperI have attached current photo’s of the bumper that shows alignment issues (the bumper does not fit which is clear to see when you look at the vehicle in person) I’m not sure if Nationwide has actually looked at the vehicle or being honest in this report as you can clearly see the issueI’ve also attached a picture of the poor welding job done by *** Auto Body during the first attempted repair in which *** Auto Body finally corrected in after my complain to Revdex.com after exhausting efforts made with Nationwide to addressThe report provided by Oscar is not the inspection to the customerWe have not received the report or bill at this time and will make further contact once we have an update from Toyota Financial
Thank you for the opportunity to respond to Ms*** concerns regarding the above referenced auto policy Nationwide understands that the insured may be going through some financial hardships, but we are legally obligated to apply our nonpayment of premium rules consistently to all
policyholders. We are required by state statute to send all billing notices and nonpayment of premium notices to the last known address provided on the policy. We sent the billing notice on May 8, and the warning letter for non pay on May 18, to the address currently listed on her policy. The last date of payment was June 4, 2017. Payment was made on June 4, 2017, but was returned due to an invalid paymentTherefore, the policy cancelled for non payment of premium effective June 4, While the insured's circumstances are unfortunate, the Company does not get involved in an insured's personal business and therefore can not make any exceptions due to her current personal situation. Due to the payment history on the policy, she is not eligible for reinstatement. Sincerely, Kristin M*** Personal Lines Compliance Specialist
Please accept this letter as a formal response to the follow up questions regarding the Work TrainingCenter, Inc403(b) Plan (Plan), administered by *** Administrative Services, Inc (TPA) andserviced by Nationwide Financial (Nationwide)I appreciate the opportunity to address any concerns.I apologize for any confusion as far as who was at fault for the lengthy processing time for this loanIspoke with Ms*** initially on December 9, and relayed to her the information we had at thattimeUpon further review of the situation and conversations with the TPA, new information came to lightregarding the reasons for the delay in loan processingOn December 10, 2015, another representativereached out to Ms*** to provide the updated informationHe was unable to reach Ms*** andhis call was never returned.According to our records, the first loan initiated in the system by the TPA was on November 24, 2015.Prior to that, our system does not reflect a requested loanThis was the beginning of a string of issues thathave been outlined to Ms***, including the system issue that was discoveredwhich was preventingthe loan funds from being issued once the loan was approvedThis string of issues is the reason the loanhad to be cancelled and resubmitted so many timesEach was an effort to get the loan processed.Please be assured that this issue was worked diligently from the time of receipt until the funds weresuccessfully issued on December 11, I sincerely apologize for any inconvenience this situation hascaused, and I hope to have the opportunity to restore your faith in Nationwide in the futureShould youhave any additional questions or concerns regarding this matter, please feel free to contact me directly at###-###-####, weekdays between 8:a.mand p.mEastern time.Sincerely,
Dear Ms***We are in receipt of your correspondence regarding Mr*** ***'s concern of thecollection impacting his credit; I am happy to respond his concerns.The motorcycle policy was an annual policy which originated May 22, 2013, and cancelled fornon-payment of premium effective
July 21,The policy issued with an annual premium of$The annual premium increased to $919.54, because the rejection forms for UninsuredMotorcycle Coverage were not receivedThe poticy provided coverage for a KawasakiVulcan 1500.When the policy cancelled effective July 21, 2013, a balance of $153.43, was owed forcoverage provided up to July 21, An outstanding balance notice was issued on July 29,As payment was not received, the balance was turned over to Credit Collection Services(CCS) on February 3, 2014.A payment for $was received by Nationwide on February 25, 2016, which paid thebalance in fullCCS has confirmed that they received notification on March 1, 2016, that theaccount has been paid in fullThey advised that it takes up to sixty (60) days from the datenotification is received for credit reports to reflect that the collection amount has been removed.If the motorcycle was sold prior to July 21, 3, and proof of sale can be provided thecancellation date is able to be adjusted to provide a credit for the time the motorcycle was notowned by Mr***Thank you for the opportunity to address Mr***'s concernIf we may offer any furtherassistance in this matter, please don't hesitate to contact me.Sincerely,Jake M***
I don't see how I can have an active account when I was deceived into signing up.I was lied to so I would accept your service.This should be illegal, I know if I mis represented my services to get them to purchase something it would be illegal.I will reach out to NAIC to see if I can get help
Regards,
*** ***
We are in receipt of your correspondence dated April 10, addressed to *** *** regarding *** ***s concern of owing a collection balance and not being notified of the increased monthly installment. I will be happy to respond to Mr***’s concern on her
behalf Policy *** was an annual personal automobile policy which incepted October 13, and was cancelled effective January 25, per Mr***’s request. The policy was issued with an annual premium of $2,135.76; the premium was increased $1,due to trailing documents known as the *** *** * Forms not being signed and returned to *** Auto & Home Insurance or *** Insurance Company. The specific forms which were not returned were the Uninsured Motorist Waiver of Stacking Form, Tort Form, and Auto Minimum Limits Form. Since these forms were not returned medical payments limits were increased, tort coverage was changed to full tort, and uninsured motorist’s coverage stacking option was added effective the October 13, inception date *** Insurance Company issued an amended declarations page on November 21, advising of the increase premium and a billing statement was issued on December 20, advising the monthly installment was $307.03. Both documents were mailed to Mr*** at *** *** *** *** *** ** *** *** Insurance Company is not able to accommodate Mr***’s request to issue a refund for $and remove the $collection balance. The $is the additional amount owed for coverage provided to January 25, since the *** *** * Forms were not returned to *** Auto & Home Insurance or *** Insurance Company If you require further assistance, please contact our *** *** *** Barb D***, at ###-###-#### or by email at *** Sincerely, Jake M***
Thank you for contacting us on this matter and providing us with an opportunity to respondWe have researched the inquiry and we have no record of Ms*** payment.Notwithstanding her complaint, we are further investigating this matter to ensure that we have addressed all of Ms***
concerns.If you need further assistance, please contact Sharon W*** at *** or via phone at ###-###-####.Regards,Laura AH*** ***
We are in receipt of your request for information dated December 30, regarding the above referenced file.Mr*** is disputing the denial of claim ***He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of
the day.Our records indicate Mr*** contacted our office twice on November 7, During the first call he inquired as to what wellness benefits he had used for the current termThe representative confirmed he had used the benefits for flea and heartworm prevention medicationMr*** had indicated he wanted to take his pet in for an annual checkupThe representative confirmed he still had benefits available for the term and recommended Mr*** take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr*** inquired as to the expiration and renewal of the policyHe advised the representative that he decided not to renew and wanted to make sure the cancellation was in processThe representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr*** was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr*** then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr*** if he was logged into his account(Our policyholders have the option to create an account known as the policyholder portal)The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (days prior to renewal.)Again, from the recorded call, it appears Mr*** was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr*** explained that he had been with us for a long time but due to the rate and other concerns it was not cost effectiveMr*** did mention he had just put in a claim for wellness for the current policyThere was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation emailThe first screen asks the user to confirm the contact information and reason for cancellationThe screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation dateThis is the date the policy will no longer be effective and coverage will no longer be extended for the insured petRemember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective dateAdditionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr*** would have seen when he processed his cancellationWe have included screen shots with this response.Claim *** was submitted on November 7, and does show a treatment date of November 7, The claim was denied appropriately in accordance with the terms of the policy contractMr*** chose to cancel the policy via the policyholder portal on November 7, As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.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 submitted by *** *** *** to the Revdex.com on 10/25/She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer
service that she experienceShe requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely mannerIn addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handlingOur Compliance Office conducted a through investigation regarding Ms***'s concernsWhile nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.During conversations with Ms***, I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address itI also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to NationwideAfter our conversations, she was satisfied that her complaint was being properly addressed.Sincerely,Michael FCompliance ConsultantAttn: Distribution Compliance One Nationwide PlazaColumbus, OH
Thank you for the opportunity to respond to the Revdex.com regarding policy number *** for *** *** and to address his concerns about the policy On 01/12/2017, Mr*** started a six-month, 25% down payment personal auto policy through the Lawrence Agency
IncorporatedThe policy cancelled on 02/26/for non-payment of the first installment bill, due on 02/12/ On 01/14/2017, the system erroneously sent a memo to both Mr*** and the Lawrence Agency Incadvising that a Mississippi driver’s license was requiredThe error has since been addressed and corrected in the system, and on 01/31/underwriting logged off the memo so no follow up actions would be taken on Mr***’ policy On 02/10/2017, underwriting received an error notification from the Rhode Island Division of Motor Vehicles in regards to the VIN number provided on Mr***’ policyThe memo that was sent to Mr*** on 02/11/requested the VIN be verified with the member service centerIt also advised that the error may indicate the vehicle is not registered with the stateAt no point in this memo or at any point moving forward was Mr***’ policy set up for cancellation due to the vehicle registration or his driver’s license On 04/03/2017, the agency contacted the member service center to advise that Mr*** was unable to get his vehicle registered with the state of Rhode Island, and requested to have the policy cancelled back to inceptionThe Member Care Representative advised that we would need a signed cancellation request from Mr*** to complete the requestThe agent was also advised that any funds owed back to Mr*** would be mailed to him in the form of a checkAt no point during this conversation is the amount of the refund discussed On 04/03/the signed cancellation request was received by the member service centerAs per our underwriting guidelines, processing sent a memo to both Mr*** and the Lawrence Agency Incadvising that additional proof was required to complete the cancellation due to the requested date being more than days in the pastHowever, because Mr***’ agent was advised a signed cancellation request was needed with nothing further to cancel, we have gone ahead and re-cancelled Mr***’ policy to his requested date of 01/12/He will be receiving a check in the mail for $ Mr*** mentions in his statement that he tried contacting Nationwide directly in January in regards to the memos he had received and that no one ever returned his callThe member service center does not have an after-hours message system in place, and there is no record of Mr*** calling the member service center I trust that I have addressed the issues within Mr***’ complaintIf you require further assistance, please contact me, Charity W***, at ###-###-#### or by email at [email protected] Sincerely, Jillian J*** Analyst, Process Management
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*** ***Dear *** ***:This letter is sent in response to the inquiry received on October 1, 2015, from *** *** ***Ihave spoken with both *** *** and our claims representative, Rob C***In myconversation with CA C***, he indicated he had several conversations with *** ***and in those discussions did agree that the damages were not *** ***’s fault, but advised thatwe would have to wait until the cause and origin investigation was completed prior to reaching acoverage decision.Once we received our Cause and Origin report, which listed the cause of the fire as undetermined,*** *** was informed his damages would not be coveredFollowing this decision and the denialletter which was sent, we have reviewed the facts of loss once againBased on that review, we haveagreed to pay *** ***’s damages to his home*** *** has been contacted and a check hasbeen issued to him for $4,on 10/01/to cover the damages to his dwelling from the fire.Sincerely,Ron V***Claims ManagerAllied Property & Casualty I** ** **Phone: ###-###-####Fax: ###-###-####Email Address: ***Office of Customer Advocacy | *** *** *** *** * *** ** ***
This letter is in response to your request for information pertaining to the above file.Our records indicate the claim is showing correctly as not at faultOn February 20, 2018, aLetter of Experience (attached) was sent to the Ms*** indicating no fault for theaccident on June 24, 2017.The
February 2, 2018, renewal premium was impacted by a state-wide rate adjustmentimplemented on January 17, This was a company decision based on data we receivefor the entire stateWhenever a rate revision is filed, some areas and/or coverages maydecrease while others may increaseThe amount of rate change depends on many factors;the density of the population, the coverages being carried, and the rising costs of vehiclerepairs, medical bills, etc.Another factor affecting the renewal premium is the New Vehicle DiscountThis discount isfor vehicles under five years old, and is a diminishing discountThis means that thepercentage of the discount decreases every year and will then be removed completely whenthe vehicle becomes five years oldThe percentage is lessened effective October first ofeach year, and will apply to the policy on the first renewal after October first.If you require further assistance, please contact Barb D***, at ###-###-#### or byemail at ***@nationwide.com.Sincerely,Erica C***Senior AnalystEnclosure:
This letter is in response to the concerns filed by *** *** regarding the Smart Ride Discount andadditional discount Mr*** feels is still owed on the policy.In review of the Smart Ride Discount that is being received on policy *** ***, Mr*** iscorrect that the discount is not
showing a full 40% decrease on the Chevrolet for Bodily Injury,Property Damage, and Collision coverage or the full 26% discount on these coverages for the GMClisted on the Auto policy.Per the Smart Ride emails that are sent weekly to Mr*** and the Smart Ride Website, as well asthe Nationwide email confirming the Smart Ride discount completion that was sent:“Your final discount will be applied at your next policy renewalDiscount amount listed is anapproximation and does not apply to all coverage elementsActual savings will vary based on yourpolicy coverage selections and rating factors.”The discount amount will not translate into a flat percentage off the final premium as it does notapply to all coverages or policy administration feesThe discount is applied to Bodily Injury,Property Damage, Medical Payments, and Collision based on the rating sequence.As an example, if the base premium for a coverage is $1,and a 9% discount for Multi-Policy,40% discount for SmartRide, and a 15% discount for Accident Free is being applied, the premium iscalculated by applying one discount at each step as shown below.If the discounts were applied as a flat percentage, the discounts added together would be 64%; ifthis was applied to the base premium of $1,000; this would make the final premium $not$464.10.Regarding the concern of the premium appearing to be $more that it should be; after theSmartRide Discount is applied in the rating sequence the policy administration fee is applied andthen term adjustment factor is applied.If you require further assistance, please contact our *** *** ***, Dawn H***, at###-###-#### or by email at ***Sincerely,Jennifer C***
I apologize that you found my response did not satisfy your concerns.Ms*** contacted Nationwide Personal Lines Services on November 3, Ms.*** has agreed to pay the missing payment for OctoberThis can be accomplished byspreading out the October payment over the remaining months for November/DecemberIf Ms*** chose to pay the payment for October, the remaining bills wouldreflect the correct agreed upon monthly premium."Unfortunately in accordance with the filed rating plan in your state of North Carolina:there is no allowance for premium write-offs due to an error."If you require further assistance, please contact our Customer Relations Coordinator,Dawn H***, at ###-###-#### or by email at ***Sincerely,Daniel M***
Thank you for the opportunity to respond to the Revdex.com regarding policy numberfor *** *** and to address his concerns about the policy.On 3/16/2015, Mr*** purchased a three month insurance policy from the InsuranceAnswer Center LLC with a paid in full bill plan
After review with Insurance Answer Center itwas discovered that Mr*** had been advised that the policy he was purchasing was for asix month term not a three month term.I apologize for the delay in response to Mr*** prior to his reaching out to the BetterBusiness BureauA coaching opportunity was discovered for one of our associates as this issuewas to be resolved when contact was made to our service center on 7/17/2015.On 9/30/a refund check has been issued to Mr*** in the amount of $and sentto *** *** *** *** Ln, Conroel, TX This amount includes the payment made on6/16/for $231.62, with the remaining $calculated as the policy down payment wasmade for six month term not three month with a pro rate cancellation effective 7/29/I haveattached a billing itemization for review.I trust that I have addressed the issues within Mr***’s complaintIf I can be of furtherassistance, please contact me at ###-###-####
This letter is in response to the additional concerns filed with your agency by *** *** regarding her automobile policy and balance amount.Copies of the bills mailed by Nationwide to the insured prior to the balance being turned over to collections were provided with our response dated September 12, Nationwide provided two separate bills regarding the balance due prior to turning the account over to a third party for collectionThese notices were sent to *** ***, the named insured, at the address on file with her accountAs no response was received, the account was sent for collection.The balance due reflects premium owed for coverage provided up until March 15, 2016, the date of cancellation requested by the insuredThis balance will not be waived.If you require further assistance, please contact our *** *** ***, Janice K*** direct at ###-###-#### or by email at ***Sincerely,Colleen F* *** ***
Thank you for your letter regarding our member’s concernsI have reviewed the file to determine what transpired during our member’s accident and tow event
In regards to our member’s concern pertaining to the delay in acquiring a rental. Our Non-Injury Claims Adjuster spoke with
our member regarding loss of use coverage. Our member’s policy does not have loss of use coverage to provide a rental. In order to ensure all options were reviewed, our adjuster also contacted our member’s agent and requested a signed application, which was added to the file, showing rental as declined. A supervisor also advised our member regarding not having loss of use on their policy. No claimant information was provided to us or the police in order for us to review subrogation opportunity
An independent, third party tow company was dispatched to move our member’s vehicle from the storage facility to a repair location. Member advised (Titan) Nationwide that there was damage to their vehicle. Nationwide opened a damage complaint with the third party. Pictures and estimates were provided to them for review. The damage complaint was opened in order to attempt to resolve the matter without a claim being opened on our member’s policy. The company denied the liability of damage based on the damages sustained would not be areas that come in contact with the type of tow truck used to move our member’s vehicle. Nationwide requested a re-review by the third party. A denial of liability was sent to us
Our member was contacted on 9/28/and advised of the denial on both the initial review and the re-review. Our member was then advised of the options available. The option of opening a claim with Nationwide would require the member to pay their deductible and Nationwide would then pay any charges in excess of the deductible. Should Nationwide’s claim investigation determine that there is subrogation opportunity, meaning there is sufficient evidence to determine damage was more than likely caused by the third party, Nationwide would pursue subrogation in an attempt to acquire the member’s deductible along with any expenses Nationwide incurred to repair the vehicle.
My unit advised the adjuster of third party’s denial. Our adjuster attempted to reach our member on 9/29/and left a voicemail requesting a return call at their convenience to review the member’s concerns and to advise on next steps within the claim process. Unfortunately, as of 11/3, the adjuster has not received a return call from our member. Our member’s adjuster has reviewed the photos and determined the vehicle damages are not consistent with the facts of loss relating to tow damage
The alleged damage the member is stating occurred during the tow would be a separate claim and have a separate deductible since the damage is unrelated to the initial accident for which the vehicle was being towed by the independent third party provider
If you require further assistance in this matter, please contact our *** *** ***, Charity W*** #############, or by email at ***
Sincerely,
Jennifer W***
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Thank you for your recent inquiry regarding a complaint you received from Mr***I am familiar with thisclaim and would like to address Mr*** concernsIf I do not provide the information you need for thismatter, please do not hesitate to let me knowAfter reading Mr***’s
letter and based on his conversationswith each adjuster, I believe his intent in contacting the Revdex.com was to end the constant delay ofhandling his claim and simply settle it.The initial adjuster, Heather S*** contacted Mr*** in regards to the claimt that occurred on May 23,At that time, Mr*** initiated his claim for injury and property damagesDue to the complexity ofthe injuries and multiple claimants involved, his file was reassigned to MrStephen W*** on July 11, Mr.W*** made contact with Mr*** and advised him that Stephen would be his adjuster until completion.After discussion of the injuries and process going forward, Mr*** advised that he would like to completemedical treatment before settlingThis was a mutual understanding between the two, Mr*** and Mr.W*** and they spoke a couple of times through August 31, Mr*** completed treatment at the endof AugustMrW*** was called away to handle Hurricane claimsMr*** was not aware that he hadbeen assigned a different claims adjuster, due to the original adjuster being called into CAT duty.I have since contacted him and am currently in the process of settling his claimI apologized to Mr*** forthe delay and assured him that this is not our way of handling businessWe have since assigned all Mr.W***’s claims out to be handled and monitored as he continues to work the Hurricane Catastrophe claims.Going forward we will continue to follow up with Mr*** until he has a check in hand as well as our othercustomers.If you require further assistance, please contact our Customer Relations Coordinator, Brandon C***, at *** or by email at ***Sincerely,Carolyn MG***Claims ManagerNationwide Mutual Insurance Company
Good morning Ms***In reviewing the history of the Nationwide Visa Buxx card referenced in your complaint, the card in the name of
* ***, which you funded, was closed with available funds remaining on the cardWith the card in aclosed status, it is not possible to refund the card
balance to the funding accountHowever, a check was issuedto you and mailed to the address shown above on October 14, That check has not been cashedWe haveplaced a stop payment on that check and issued another check on November 30, 2015.With regard to a delay in responding to your request, our records do indicate multiple telephone callsWe arecontinuing to research the repeated efforts made on your part to resolve this situation, and are addressing anyfailure to log and escalate telephone calls appropriatelyWe do certainly apologize for any lapse in service oreffective communication.Ms***, you indicated that your desired settlement would be to have the remaining balance on the card bereturned to the funding cardAgain, because the Buxx card has been closed, the only delivery method availableto return funds is via checkThe check was issued a second time on November 30, in the amount of $Aswe ask our customers to allow seven to ten business days to receive a mailing fmm Nationwide Bank, it ispossible that you have not yet received the check.Again, please accept our apology for the poor service that you received in this situationThis does not representthe level of service that you should expect from Nationwide BankWe appreciate your feedback and theopportunity to review and improve our processes.Sincerely,Anne LC*** *** *** ***
The photos provided by Oscar at Nationwide are not close ups, therefore does not show the condition of the bumperI have attached current photo’s of the bumper that shows alignment issues (the bumper does not fit which is clear to see when you look at the vehicle in person) I’m not sure if Nationwide has actually looked at the vehicle or being honest in this report as you can clearly see the issueI’ve also attached a picture of the poor welding job done by *** Auto Body during the first attempted repair in which *** Auto Body finally corrected in after my complain to Revdex.com after exhausting efforts made with Nationwide to addressThe report provided by Oscar is not the inspection to the customerWe have not received the report or bill at this time and will make further contact once we have an update from Toyota Financial
Thank you for the opportunity to respond to Ms*** concerns regarding the above referenced auto policy Nationwide understands that the insured may be going through some financial hardships, but we are legally obligated to apply our nonpayment of premium rules consistently to all
policyholders. We are required by state statute to send all billing notices and nonpayment of premium notices to the last known address provided on the policy. We sent the billing notice on May 8, and the warning letter for non pay on May 18, to the address currently listed on her policy. The last date of payment was June 4, 2017. Payment was made on June 4, 2017, but was returned due to an invalid paymentTherefore, the policy cancelled for non payment of premium effective June 4, While the insured's circumstances are unfortunate, the Company does not get involved in an insured's personal business and therefore can not make any exceptions due to her current personal situation. Due to the payment history on the policy, she is not eligible for reinstatement. Sincerely, Kristin M*** Personal Lines Compliance Specialist
Please accept this letter as a formal response to the follow up questions regarding the Work TrainingCenter, Inc403(b) Plan (Plan), administered by *** Administrative Services, Inc (TPA) andserviced by Nationwide Financial (Nationwide)I appreciate the opportunity to address any concerns.I apologize for any confusion as far as who was at fault for the lengthy processing time for this loanIspoke with Ms*** initially on December 9, and relayed to her the information we had at thattimeUpon further review of the situation and conversations with the TPA, new information came to lightregarding the reasons for the delay in loan processingOn December 10, 2015, another representativereached out to Ms*** to provide the updated informationHe was unable to reach Ms*** andhis call was never returned.According to our records, the first loan initiated in the system by the TPA was on November 24, 2015.Prior to that, our system does not reflect a requested loanThis was the beginning of a string of issues thathave been outlined to Ms***, including the system issue that was discoveredwhich was preventingthe loan funds from being issued once the loan was approvedThis string of issues is the reason the loanhad to be cancelled and resubmitted so many timesEach was an effort to get the loan processed.Please be assured that this issue was worked diligently from the time of receipt until the funds weresuccessfully issued on December 11, I sincerely apologize for any inconvenience this situation hascaused, and I hope to have the opportunity to restore your faith in Nationwide in the futureShould youhave any additional questions or concerns regarding this matter, please feel free to contact me directly at###-###-####, weekdays between 8:a.mand p.mEastern time.Sincerely,
Dear Ms***We are in receipt of your correspondence regarding Mr*** ***'s concern of thecollection impacting his credit; I am happy to respond his concerns.The motorcycle policy was an annual policy which originated May 22, 2013, and cancelled fornon-payment of premium effective
July 21,The policy issued with an annual premium of$The annual premium increased to $919.54, because the rejection forms for UninsuredMotorcycle Coverage were not receivedThe poticy provided coverage for a KawasakiVulcan 1500.When the policy cancelled effective July 21, 2013, a balance of $153.43, was owed forcoverage provided up to July 21, An outstanding balance notice was issued on July 29,As payment was not received, the balance was turned over to Credit Collection Services(CCS) on February 3, 2014.A payment for $was received by Nationwide on February 25, 2016, which paid thebalance in fullCCS has confirmed that they received notification on March 1, 2016, that theaccount has been paid in fullThey advised that it takes up to sixty (60) days from the datenotification is received for credit reports to reflect that the collection amount has been removed.If the motorcycle was sold prior to July 21, 3, and proof of sale can be provided thecancellation date is able to be adjusted to provide a credit for the time the motorcycle was notowned by Mr***Thank you for the opportunity to address Mr***'s concernIf we may offer any furtherassistance in this matter, please don't hesitate to contact me.Sincerely,Jake M***
I don't see how I can have an active account when I was deceived into signing up.I was lied to so I would accept your service.This should be illegal, I know if I mis represented my services to get them to purchase something it would be illegal.I will reach out to NAIC to see if I can get help
Regards,
*** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
We are in receipt of your correspondence dated April 10, addressed to *** *** regarding *** ***s concern of owing a collection balance and not being notified of the increased monthly installment. I will be happy to respond to Mr***’s concern on her
behalf Policy *** was an annual personal automobile policy which incepted October 13, and was cancelled effective January 25, per Mr***’s request. The policy was issued with an annual premium of $2,135.76; the premium was increased $1,due to trailing documents known as the *** *** * Forms not being signed and returned to *** Auto & Home Insurance or *** Insurance Company. The specific forms which were not returned were the Uninsured Motorist Waiver of Stacking Form, Tort Form, and Auto Minimum Limits Form. Since these forms were not returned medical payments limits were increased, tort coverage was changed to full tort, and uninsured motorist’s coverage stacking option was added effective the October 13, inception date *** Insurance Company issued an amended declarations page on November 21, advising of the increase premium and a billing statement was issued on December 20, advising the monthly installment was $307.03. Both documents were mailed to Mr*** at *** *** *** *** *** ** *** *** Insurance Company is not able to accommodate Mr***’s request to issue a refund for $and remove the $collection balance. The $is the additional amount owed for coverage provided to January 25, since the *** *** * Forms were not returned to *** Auto & Home Insurance or *** Insurance Company If you require further assistance, please contact our *** *** *** Barb D***, at ###-###-#### or by email at *** Sincerely, Jake M***
Thank you for contacting us on this matter and providing us with an opportunity to respondWe have researched the inquiry and we have no record of Ms*** payment.Notwithstanding her complaint, we are further investigating this matter to ensure that we have addressed all of Ms***
concerns.If you need further assistance, please contact Sharon W*** at *** or via phone at ###-###-####.Regards,Laura AH*** ***
We are in receipt of your request for information dated December 30, regarding the above referenced file.Mr*** is disputing the denial of claim ***He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of
the day.Our records indicate Mr*** contacted our office twice on November 7, During the first call he inquired as to what wellness benefits he had used for the current termThe representative confirmed he had used the benefits for flea and heartworm prevention medicationMr*** had indicated he wanted to take his pet in for an annual checkupThe representative confirmed he still had benefits available for the term and recommended Mr*** take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr*** inquired as to the expiration and renewal of the policyHe advised the representative that he decided not to renew and wanted to make sure the cancellation was in processThe representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr*** was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr*** then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr*** if he was logged into his account(Our policyholders have the option to create an account known as the policyholder portal)The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (days prior to renewal.)Again, from the recorded call, it appears Mr*** was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr*** explained that he had been with us for a long time but due to the rate and other concerns it was not cost effectiveMr*** did mention he had just put in a claim for wellness for the current policyThere was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation emailThe first screen asks the user to confirm the contact information and reason for cancellationThe screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation dateThis is the date the policy will no longer be effective and coverage will no longer be extended for the insured petRemember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective dateAdditionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr*** would have seen when he processed his cancellationWe have included screen shots with this response.Claim *** was submitted on November 7, and does show a treatment date of November 7, The claim was denied appropriately in accordance with the terms of the policy contractMr*** chose to cancel the policy via the policyholder portal on November 7, As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.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 submitted by *** *** *** to the Revdex.com on 10/25/She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer
Compliance ConsultantAttn: Distribution Compliance One Nationwide PlazaColumbus, OH
service that she experienceShe requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely mannerIn addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handlingOur Compliance Office conducted a through investigation regarding Ms***'s concernsWhile nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.During conversations with Ms***, I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address itI also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to NationwideAfter our conversations, she was satisfied that her complaint was being properly addressed.Sincerely,Michael F
Thank you for the opportunity to respond to the Revdex.com regarding policy number *** for *** *** and to address his concerns about the policy On 01/12/2017, Mr*** started a six-month, 25% down payment personal auto policy through the Lawrence Agency
IncorporatedThe policy cancelled on 02/26/for non-payment of the first installment bill, due on 02/12/ On 01/14/2017, the system erroneously sent a memo to both Mr*** and the Lawrence Agency Incadvising that a Mississippi driver’s license was requiredThe error has since been addressed and corrected in the system, and on 01/31/underwriting logged off the memo so no follow up actions would be taken on Mr***’ policy On 02/10/2017, underwriting received an error notification from the Rhode Island Division of Motor Vehicles in regards to the VIN number provided on Mr***’ policyThe memo that was sent to Mr*** on 02/11/requested the VIN be verified with the member service centerIt also advised that the error may indicate the vehicle is not registered with the stateAt no point in this memo or at any point moving forward was Mr***’ policy set up for cancellation due to the vehicle registration or his driver’s license On 04/03/2017, the agency contacted the member service center to advise that Mr*** was unable to get his vehicle registered with the state of Rhode Island, and requested to have the policy cancelled back to inceptionThe Member Care Representative advised that we would need a signed cancellation request from Mr*** to complete the requestThe agent was also advised that any funds owed back to Mr*** would be mailed to him in the form of a checkAt no point during this conversation is the amount of the refund discussed On 04/03/the signed cancellation request was received by the member service centerAs per our underwriting guidelines, processing sent a memo to both Mr*** and the Lawrence Agency Incadvising that additional proof was required to complete the cancellation due to the requested date being more than days in the pastHowever, because Mr***’ agent was advised a signed cancellation request was needed with nothing further to cancel, we have gone ahead and re-cancelled Mr***’ policy to his requested date of 01/12/He will be receiving a check in the mail for $ Mr*** mentions in his statement that he tried contacting Nationwide directly in January in regards to the memos he had received and that no one ever returned his callThe member service center does not have an after-hours message system in place, and there is no record of Mr*** calling the member service center I trust that I have addressed the issues within Mr***’ complaintIf you require further assistance, please contact me, Charity W***, at ###-###-#### or by email at [email protected] Sincerely, Jillian J*** Analyst, Process Management
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*** ***Dear *** ***:This letter is sent in response to the inquiry received on October 1, 2015, from *** *** ***Ihave spoken with both *** *** and our claims representative, Rob C***In myconversation with CA C***, he indicated he had several conversations with *** ***and in those discussions did agree that the damages were not *** ***’s fault, but advised thatwe would have to wait until the cause and origin investigation was completed prior to reaching acoverage decision.Once we received our Cause and Origin report, which listed the cause of the fire as undetermined,*** *** was informed his damages would not be coveredFollowing this decision and the denialletter which was sent, we have reviewed the facts of loss once againBased on that review, we haveagreed to pay *** ***’s damages to his home*** *** has been contacted and a check hasbeen issued to him for $4,on 10/01/to cover the damages to his dwelling from the fire.Sincerely,Ron V***Claims ManagerAllied Property & Casualty I** ** **Phone: ###-###-####Fax: ###-###-####Email Address: ***Office of Customer Advocacy | *** *** *** *** * *** ** ***
This letter is in response to your request for information pertaining to the above file.Our records indicate the claim is showing correctly as not at faultOn February 20, 2018, aLetter of Experience (attached) was sent to the Ms*** indicating no fault for theaccident on June 24, 2017.The
February 2, 2018, renewal premium was impacted by a state-wide rate adjustmentimplemented on January 17, This was a company decision based on data we receivefor the entire stateWhenever a rate revision is filed, some areas and/or coverages maydecrease while others may increaseThe amount of rate change depends on many factors;the density of the population, the coverages being carried, and the rising costs of vehiclerepairs, medical bills, etc.Another factor affecting the renewal premium is the New Vehicle DiscountThis discount isfor vehicles under five years old, and is a diminishing discountThis means that thepercentage of the discount decreases every year and will then be removed completely whenthe vehicle becomes five years oldThe percentage is lessened effective October first ofeach year, and will apply to the policy on the first renewal after October first.If you require further assistance, please contact Barb D***, at ###-###-#### or byemail at ***@nationwide.com.Sincerely,Erica C***Senior AnalystEnclosure:
This letter is in response to the concerns filed by *** *** regarding the Smart Ride Discount andadditional discount Mr*** feels is still owed on the policy.In review of the Smart Ride Discount that is being received on policy *** ***, Mr*** iscorrect that the discount is not
showing a full 40% decrease on the Chevrolet for Bodily Injury,Property Damage, and Collision coverage or the full 26% discount on these coverages for the GMClisted on the Auto policy.Per the Smart Ride emails that are sent weekly to Mr*** and the Smart Ride Website, as well asthe Nationwide email confirming the Smart Ride discount completion that was sent:“Your final discount will be applied at your next policy renewalDiscount amount listed is anapproximation and does not apply to all coverage elementsActual savings will vary based on yourpolicy coverage selections and rating factors.”The discount amount will not translate into a flat percentage off the final premium as it does notapply to all coverages or policy administration feesThe discount is applied to Bodily Injury,Property Damage, Medical Payments, and Collision based on the rating sequence.As an example, if the base premium for a coverage is $1,and a 9% discount for Multi-Policy,40% discount for SmartRide, and a 15% discount for Accident Free is being applied, the premium iscalculated by applying one discount at each step as shown below.If the discounts were applied as a flat percentage, the discounts added together would be 64%; ifthis was applied to the base premium of $1,000; this would make the final premium $not$464.10.Regarding the concern of the premium appearing to be $more that it should be; after theSmartRide Discount is applied in the rating sequence the policy administration fee is applied andthen term adjustment factor is applied.If you require further assistance, please contact our *** *** ***, Dawn H***, at###-###-#### or by email at ***Sincerely,Jennifer C***
I apologize that you found my response did not satisfy your concerns.Ms*** contacted Nationwide Personal Lines Services on November 3, Ms.*** has agreed to pay the missing payment for OctoberThis can be accomplished byspreading out the October payment over the remaining months for November/DecemberIf Ms*** chose to pay the payment for October, the remaining bills wouldreflect the correct agreed upon monthly premium."Unfortunately in accordance with the filed rating plan in your state of North Carolina:there is no allowance for premium write-offs due to an error."If you require further assistance, please contact our Customer Relations Coordinator,Dawn H***, at ###-###-#### or by email at ***Sincerely,Daniel M***
Thank you for the opportunity to respond to the Revdex.com regarding policy numberfor *** *** and to address his concerns about the policy.On 3/16/2015, Mr*** purchased a three month insurance policy from the InsuranceAnswer Center LLC with a paid in full bill plan
After review with Insurance Answer Center itwas discovered that Mr*** had been advised that the policy he was purchasing was for asix month term not a three month term.I apologize for the delay in response to Mr*** prior to his reaching out to the BetterBusiness BureauA coaching opportunity was discovered for one of our associates as this issuewas to be resolved when contact was made to our service center on 7/17/2015.On 9/30/a refund check has been issued to Mr*** in the amount of $and sentto *** *** *** *** Ln, Conroel, TX This amount includes the payment made on6/16/for $231.62, with the remaining $calculated as the policy down payment wasmade for six month term not three month with a pro rate cancellation effective 7/29/I haveattached a billing itemization for review.I trust that I have addressed the issues within Mr***’s complaintIf I can be of furtherassistance, please contact me at ###-###-####
This letter is in response to the additional concerns filed with your agency by *** *** regarding her automobile policy and balance amount.Copies of the bills mailed by Nationwide to the insured prior to the balance being turned over to collections were provided with our response dated September 12, Nationwide provided two separate bills regarding the balance due prior to turning the account over to a third party for collectionThese notices were sent to *** ***, the named insured, at the address on file with her accountAs no response was received, the account was sent for collection.The balance due reflects premium owed for coverage provided up until March 15, 2016, the date of cancellation requested by the insuredThis balance will not be waived.If you require further assistance, please contact our *** *** ***, Janice K*** direct at ###-###-#### or by email at ***Sincerely,Colleen F
* *** ***
Thank you for your letter regarding our member’s concernsI have reviewed the file to determine what transpired during our member’s accident and tow event
In regards to our member’s concern pertaining to the delay in acquiring a rental. Our Non-Injury Claims Adjuster spoke with
our member regarding loss of use coverage. Our member’s policy does not have loss of use coverage to provide a rental. In order to ensure all options were reviewed, our adjuster also contacted our member’s agent and requested a signed application, which was added to the file, showing rental as declined. A supervisor also advised our member regarding not having loss of use on their policy. No claimant information was provided to us or the police in order for us to review subrogation opportunity
An independent, third party tow company was dispatched to move our member’s vehicle from the storage facility to a repair location. Member advised (Titan) Nationwide that there was damage to their vehicle. Nationwide opened a damage complaint with the third party. Pictures and estimates were provided to them for review. The damage complaint was opened in order to attempt to resolve the matter without a claim being opened on our member’s policy. The company denied the liability of damage based on the damages sustained would not be areas that come in contact with the type of tow truck used to move our member’s vehicle. Nationwide requested a re-review by the third party. A denial of liability was sent to us
Our member was contacted on 9/28/and advised of the denial on both the initial review and the re-review. Our member was then advised of the options available. The option of opening a claim with Nationwide would require the member to pay their deductible and Nationwide would then pay any charges in excess of the deductible. Should Nationwide’s claim investigation determine that there is subrogation opportunity, meaning there is sufficient evidence to determine damage was more than likely caused by the third party, Nationwide would pursue subrogation in an attempt to acquire the member’s deductible along with any expenses Nationwide incurred to repair the vehicle.
My unit advised the adjuster of third party’s denial. Our adjuster attempted to reach our member on 9/29/and left a voicemail requesting a return call at their convenience to review the member’s concerns and to advise on next steps within the claim process. Unfortunately, as of 11/3, the adjuster has not received a return call from our member. Our member’s adjuster has reviewed the photos and determined the vehicle damages are not consistent with the facts of loss relating to tow damage
The alleged damage the member is stating occurred during the tow would be a separate claim and have a separate deductible since the damage is unrelated to the initial accident for which the vehicle was being towed by the independent third party provider
If you require further assistance in this matter, please contact our *** *** ***, Charity W*** #############, or by email at ***
Sincerely,
Jennifer W***
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Thank you for your recent inquiry regarding a complaint you received from Mr***I am familiar with thisclaim and would like to address Mr*** concernsIf I do not provide the information you need for thismatter, please do not hesitate to let me knowAfter reading Mr***’s
letter and based on his conversationswith each adjuster, I believe his intent in contacting the Revdex.com was to end the constant delay ofhandling his claim and simply settle it.The initial adjuster, Heather S*** contacted Mr*** in regards to the claimt that occurred on May 23,At that time, Mr*** initiated his claim for injury and property damagesDue to the complexity ofthe injuries and multiple claimants involved, his file was reassigned to MrStephen W*** on July 11, Mr.W*** made contact with Mr*** and advised him that Stephen would be his adjuster until completion.After discussion of the injuries and process going forward, Mr*** advised that he would like to completemedical treatment before settlingThis was a mutual understanding between the two, Mr*** and Mr.W*** and they spoke a couple of times through August 31, Mr*** completed treatment at the endof AugustMrW*** was called away to handle Hurricane claimsMr*** was not aware that he hadbeen assigned a different claims adjuster, due to the original adjuster being called into CAT duty.I have since contacted him and am currently in the process of settling his claimI apologized to Mr*** forthe delay and assured him that this is not our way of handling businessWe have since assigned all Mr.W***’s claims out to be handled and monitored as he continues to work the Hurricane Catastrophe claims.Going forward we will continue to follow up with Mr*** until he has a check in hand as well as our othercustomers.If you require further assistance, please contact our Customer Relations Coordinator, Brandon C***, at *** or by email at ***Sincerely,Carolyn MG***Claims ManagerNationwide Mutual Insurance Company