We are in receipt of your correspondence dated March 7, addressed to [redacted] , regarding [redacted] ’s concern of the SmartRide programI will be happy to respond to the concerns of Mr [redacted] on her behalf.When a vehicle is enrolled into the SmartRide program a 10% participation discount is applied to the vehicle while the customer has the device plugged in and is transmitting dataThe SmartRide program requires the device to be installed in the vehicle at least days and days prior to the policy renewal date for the vehicle to receive the verified discount on the renewal termWhen a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.On December 15, 2016, Jonathan [redacted] contacted Nationwide to replace a Chevrolet Equinox with a Chevrolet SilveradoThe Chevrolet Equinox was receiving a 10% SmartRide Discount for participating in the SmartRide program while the device was installed in the vehicle and transmitting dataThe Chevrolet Equinox was trending to receive a 40% verified SmartRide Discount, which would have been applied on the April 1, renewal term if the vehicle would not have been replaced with a Chevrolet Silverado.On December 16, 2016, Jonathan [redacted] contacted Nationwide concerning the SmartRide program for the Chevrolet SilveradoMr [redacted] was correctly advised when a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.Nationwide is not able to accommodate [redacted] ’s expected resolution to apply a 40% verified SmartRide Discount to the Chevrolet Silverado as the vehicle has not completed the data collection period for the SmartRide programIf the vehicle remains enrolled in the SmartRide program, a verified SmartRide Discount will be applied on the September 30, renewal term as determined by the data collection period.If you require further assistance, please contact our Customer Relations Coordinator, Janice K [redacted] , at ###-###-#### or by email at [redacted] .Sincerely,Jake M [redacted]
This is in response to the inquiry of November 15, 2016 as it pertains to the case file referenced above.This loss involves an accident where it is one person’s word against another. Our Insured maintains he had stopped in the road awaiting a vehicle in front of him to exit a parking space when the... other vehicle tried to pull around him and struck his vehicle. Mr. [redacted] maintains he was pulling around the stopped vehicle when it backed up into his vehicle. The police report only indicates that our Insured was backing, and Mr. [redacted] was pulling around the truck.Our Insured advised us there was a witness to the loss, Mr. [redacted] ***, allegedly a bus driver. We made multiple attempts and upon finally reaching Mr. [redacted] he basically advised us he does not know anything of the loss and did not want to get involved.Although our Insured maintains he was not moving at the time of impact, lack of an independent witness to verify same, along with the police report indicating he was backing while Mr [redacted] was pulling forward, we are making a compromise offer of 75% to Mr. [redacted] in an attempt to resolve this disputed liability claim.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, [redacted] ***, at ###-###-#### or via email at [redacted] .Sincerely,David [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.Per Ms [redacted] s request, the payment notice has been mailed to the address on file.If you require further assistance in this matter, please contact [redacted] LanceR [redacted] ###-###-#### or by email at [redacted] Sincerely, Evan H [redacted]
The customer's need for cancellation was fulfilled by our company's Revenue manager as the guest had requested I have attached the copy of the credit to their card in the full amount paid for the reservation Thank you
I am in receipt of your email to Nationwide dated August 18, I am providing you with the following information: · Cancellation Request Form Mr [redacted] started a quote online on June 29, and requested to be contactedOur agent, Andrea A***, contacted him to review the quote he startedOnce the rate was finalized, Mr [redacted] requested to start the policyThe agent set up the policy per Mr***’s requestThere is no requirement for a customer to e-sign or sign an application upfront to start the policyThis information would be emailed or mailed to member after the policy was set upMr [redacted] was advised of this process MsA [redacted] received an email from Mr [redacted] on July 8, at 7:PMThe email advised that he was maintaining his current insurance and requested to cancel his Nationwide policyThe agent responded to Mr [redacted] on July 8, 2015, at 7:PM and advised we would need a signed cancellation form in order to complete his requestThe agent advised the form would be sent via email within 3-business days and he could sign the form electronicallyThe agent let the member know to please contact her with any additional questionsShe did not receive any additional correspondence from Mr*** Review of our DocuSign system found the required Cancellation Request Form was emailed to Mr***, at [redacted] , on July 8, 2015, at 8:PM Unfortunately, the form was not reviewed or signed by Mr***; therefore, the form was voided on July 17, 2015, due to no activity and policy [redacted] remained active Enclosed you will find the required Cancellation Request Form dated July 22, Once Mr [redacted] signs, dates, and returns the form to Nationwide, policy [redacted] will be voided effective July 22, 2015, and a refund of $will be mailed to the address on file If you have any further questions feel free to contact me Sincerely, Christina L [redacted] ###-###-#### Ext [redacted]
This letter is in response to the complaint filed by Mr [redacted] over the collection balance and the Vanishing Deductible feature on the policy On December 21, Mr [redacted] called to replace a *** pickup truck with a *** Soul effective December 20, At the time the vehicle was added a billing statement for January was already sentNationwide does not increase installments after billing statements are sent so the [redacted] Soul was not included in the billing amount until the February billing statement was issued On December 22, Mr [redacted] called in to inquire on Vanishing DeductibleIn the call he stated he just spoke with an Agent through Nationwide Sales and he was advised he did not have Vanishing DeductibleServicing advised him he did not but asked if he was interested in getting the Vanishing Deductible addedMr [redacted] wanted Servicing to quote adding the Vanishing DeductibleMr [redacted] had stated he wanted to make it available when he replaced the vehicle on his policy as he thought he had the coverage thenOnce Servicing quoted the amount and gave it to Mr [redacted] he was upset that he was expected to pay for the backdatingServicing explained we would not be able to add the coverage without charging premiumMr [redacted] did not want to pay the premium; the Vanishing Deductible feature was not added to the policy On January 4, Mr [redacted] called in to inquire on Vanishing DeductibleHe wanted to verify that the Vanishing Deductible feature credit amount was set to $Servicing reviewed his policy and stated they did not see that he had the feature at allMr [redacted] explained he thought he has had the feature since the policy has been written and asked her to review the call to get the Vanishing Deductible feature addedServicing agreed to send for a call pull to review and see if the coverage could be added back to the start of the policyServicing then advised Mr [redacted] in order to backdate the addition of the Vanishing Deductible feature back to we would have to charge him the premium for that coverage back to November 4, Mr [redacted] stated in the call that he didn’t want to pay for the prior four years and would like to have the coverage added effective December 22, when he replaced his vehicle Servicing added the coverage and advised Mr [redacted] his deductible credit would be set at $and would reduce annually until it reached $and that the deductible credit could not be set at $at the time of adding the featureMr [redacted] agreed to the change which resulted in an increase of $and added the Vanishing Deductible effective December 22, On January 11, a Declaration page was sent to Mr [redacted] indicating that the Vanishing Deductible had been addedOn the Declaration page it indicates that Vanishing Deductible feature credit amount was set to $In addition to the Declaration page a billing statement was sent indicating an amount due of $was due for the Auto policy by February 4, This was the first billing cycle in which Nationwide had billed out for the [redacted] that was added December 22, Nationwide does not increase bills due to a change and at the time the [redacted] was added a bill for January had already been sent On February 8, Mr [redacted] called in and request canceled his Auto policy effective February 10, A confirmation e-mail was sent to Mr [redacted] indicating the Auto policy was canceled effective February 10, The collection amount is premium due for the [redacted] Soul which had not yet been collected due to Nationwide not having time to bill out for the added vehicle until JanuaryIf Mr [redacted] can provide proof of coverage before the February 10, cancel date on the policy, the date can be adjusted to reflect the correct cancel date In summary, the amount of $is valid based on the premium due for the vehicle that had not yet been collected and the Vanishing Deductible feature that the Mr [redacted] agreed to add If you require further assistance, please contact, [redacted] ***, at ###-###-#### or by email at [redacted] Sincerely, [redacted] SrAnalyst
I have reviewed the follinquiry received from [redacted] regarding his homeowners policyinsured with Depositors lnsurance CompanyHe is disputing the actions taken within the discoveryperiod of the policy and the additional premium due.Below is a tirneline explaining the activity on Mr [redacted] policy.December 30, New business effective date of the policy with our company and coverage bound by the agent.January 6, Billing statement generated to the insuredJanuary 11, Protection class of the policy was updated effective December 30, in order to properly rate the policy for the distance to the fire hydrantThis was done within the "discovery/underwriting period" of the policy.January 20, Exterior inspection was done by the Company vendorThis was the only inspection by the CompanyInspections are not ordered/requested by the Company prior to a submitted/bound policy by the agency.January 30, Due date of premium billed on January 6, $120.75January 31, Inspection was reviewed by the Company and dwelling coverage increased in order to insure the dwelling for full replacement value of the homeThis was done effective December 30, and processed within the "discovery/underwriting period" of the policy.February 4, Payment of $(due on January 30, 2016) was received and policy set up on automatic withdrawals for future payments.February 5, Next bill generated for $(reflected premium change due to the protection class and dwelling amount change) March 1, Due date of premium $The insured requested cancellation effective this date, and the agency stopped the automatic withdrawal for the premium due on this date.As noted in the prior Company response, Michigan lnsurance regulation/statute affords companies aspecified number of days in which to make policy coverage/rating changes and review eligibility of arisk, along with applicable premium adjustments that result from policy coverage/rating changes.The changes made on Mr [redacted] 's policy were within this discovery/underwriting periodPer theemail provided by the insured in his inquiry, the agency advised Mr [redacted] that any premiumbalance due or refund would be updated based on the March 1, cancellation datePremiumreceived on his policy was not sufficient for the time coverage was provided and resulted in a balancedue to the Company.If you require further assistance, please contact our Customer Relations Coordinator, JoleenS [redacted] at ###-###-#### or by email at [redacted] Sincerely,Gale G [redacted]
Mr [redacted] applied for a Home Equity Line of Credit (HELOC) with Nationwide BankThe information he cites from www.bankrate.com is correctThe 4.4% rate shown, however, is dependent upon a maximum Loan to Value (LTV) ratio of 80%When Mr [redacted] applied for the Line of Credit, he agreed to Terms and Conditions, including, but not limited to, “All loans are subject to approval and rates vary based on your credit history and loan to value ratio.” Nationwide requested a driappraisal of the home, which was completed on April 13, That appraisal provided a property value of $309,With that, the amount of the first mortgage, combined with the requested HELOC loan, determined a LTV in excess of the minimum of 80%The appraisal was provided to Nationwide Bank and to Mr [redacted] Mr [redacted] disputed the validity of appraisalUpon receipt of the dispute, the appraisal was reviewed, considering the information included in the disputeA new appraisal was completed on April 19, The appraised amount remained the same, and included an addendum responding to the concerns Mr [redacted] raised in his disputeThe new appraisal was provided to Nationwide Bank and to Mr [redacted] againThe HELOC application has not been closedMr [redacted] is welcome to continue with his existing request, but at a higher interest rate and a lower maximum loan amount, determined by the LTVSincerely, Ann C [redacted] SrAnalyst, Customer Advocacy Nationwide Bank
This letter is in response to the concerns filed by [redacted] regarding the cancellation of the Auto policy and the collection balanceThe policy renewed July 17, with a premium of $3,A Benz CLKwas removed from the policy effective August 4, This resulted in a decrease in premium of $1,Effective August 4, driver was removed which resulted in a premium decrease of $Effective September 2, driver was added and a Dodge Dart was added to the policyThis resulted in a premium increase of $Processed November 18, 2015, effective November 16, 2015, a BMW 330XI was replacedThis resulted in a premium increase of $Processed November 19, 2015, effective November 13, 2015, a Dodge Dart was removed from the policyThis resulted in a premium decrease of $Processed December 2, 2015, effective November 13, 2015, a Ram was added to the policyThis resulted in a premium increase of $On December 15, a bill generated for $1,due December 27, which included the changes in premium listed above that had not yet been billed in on prior statementsOn January 5, a Notice of Cancellation was sent indicating we needed a payment of $1,by January 16, or the policy would cancel January 17, On January 15, a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, and there was an outstanding balance due of $1,due by March 3, The January 17, policy renewal calculated at $3,Policy changes were made that added paperless discount and SmartRide discount, which reduced the renewal premium by $460.70, resulting in a revised renewal premium of $3, The policy cancelled for non payment effective January 17, Upon the cancellation, the unearned renewal premium of $3,was removed from the balance, leaving $1,due for coverage provided during the July 17, renewal term to the cancellation dateA cancellation request form was received in the Agent’s office, indicating Ms [redacted] request cancelled the policy effective January 22, The policy cancelled for non payment effective January 17, The request to cancel January 22, does not supersede the non pay cancellation on January 17, If you require further assistance, please contact our [redacted] , Phillis H***, at ###-###-#### or by email at [redacted] Sincerely, Katie W***
January 22, [redacted] Dear [redacted] In review of the [redacted] appraisal there is no scientific info on how the value was derivedThere was anotation regarding the repair, but no explanation of the effect of the repairIn addition, it appears [redacted] sells the used vehicles it purchasesThus, the offer figure is not necessarily the market value, (arm’slength transaction).Nationwide is still open to any other information [redacted] would like to provide to support his diminishedvalue claimIf you have any additional questions please contact Angela S [redacted] , Customer RelationsCoordinator, Office of Customer Relations, ###-###-#### or [redacted] Respectfully,Wendy K [redacted] Claims ManagerNationwide PCIO | MidWest Operations | Material DamageC ###-###-#### | F ###-###-#### [redacted] Office of Customer Advocacy | [redacted]
This letter is in response to the concerns filed by Mr [redacted] regarding the amount owed on his Nationwide Auto policy On May 28, 2015, the renewal for June 22, generated with a premium of $1,(attached)On June 17, 2015, Mr [redacted] went online to Nationwide.com and removed Roadside Assistance from his policy, as well as removing rental coverage from the Nissan MuranoThis resulted in a decrease in the renewal premium to $1,048.10, and a new declaration page was issued showing this amount (attached)Mr***’s policy was set up with document delivery preferences as e-mail, so on June 17, 2015, an e-mail was sent to inform a new declaration page was available for his review From the change he made effective June 17, 2015, there was a prior term credit of $2.30, which reduced the balance of the policy to $On June 19, 2015, Mr [redacted] made a payment of $1,045.80, clearing the balance for the renewal termHowever, on the same day, Mr [redacted] went online again to change his Uninsured Motorist Bodily Injury coverageThe coverage was changed from $100,per person and $300,per incident to $250,per person and $500,per incidentThis resulted in an increase in the renewal of $6.30, plus a prior term increase of $.20, totaling an increase of $Once again, a revised declaration page was generated (attached), and on June 22, 2015, an e-mail was sent to Mr [redacted] to advise that a new declaration page was available for his review Nationwide does not bill anything under $10.00, so we added that amount to the renewal bill for December 22, On December 18, 2015, Mr [redacted] called in to the Service department to request cancel of his policies effective the December 22, renewalThe Service Representative did send him the cancellation forms, but did not advise of the prior term amount on the Auto policyOn December 29, 2015, Mr [redacted] called to make sure everything had been processed correctly, and while we had the forms on file for his cancellation request, the policies were not actually cancelledThe Service associate processed the cancellations on the spot, but once again did not inform of the prior term balanceThat should have occurred in both cases, and we sincerely apologize that it did notWe have provided feedback to the direct leaders of both associates with whom Mr [redacted] spoke In addition, due to the policies not being processed for cancellation when we originally received the forms, it resulted in a late fee of $10.00, taking the balance to $On January 4, 2016, we mailed the final bill for $(attached) After review of the case, we have waived the late fee as Mr [redacted] requested cancellation prior to his bill being dueThat leaves a balance of $for the increase in the Uninsured Motorist Bodily Injury from June 19, through December 22, Due to the error of our Service associates not informing of this balance at the time of cancellation, we are waiving the remaining $
I have reviewed the inquiry received from [redacted] regarding his auto policy insured with Nationwide Agribusiness Insurance CompanyHe inquired about the cancellation of this policy and subsequent refund.Both [redacted] and [redacted] are named insureds under this policy providing coverage for the following vehicles: Honda, Honda, Volkswagon, and CadillacOn November 3, [redacted] contacted the Company Service Center to remove [redacted] from the policy due to divorceThe service representative advised [redacted] that because [redacted] was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policyOn November 6, 2015, [redacted] requested the Volkswagon and the Cadillac be removed from the policy effective November 3, as he obtained other coverage on those vehiclesThe deletion of those vehicles was processed as requested and a return premium of $was applied to the policyCoverage was still being provided for the and Hondas on the policyWe subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: [redacted] We reached out to the ***’s local agent, [redacted] , who had been working with [redacted] on the auto and home policiesAccording to the agency, [redacted] became unreasonable to the agency staff when they were not able to remove [redacted] or her vehicles from the policy.The cancellation of the policy effective November 3, resulted in a premium refund of $based on the vehicles listed on the policy at the time of the cancellationPer [redacted] ’s request, the Volkswagon and Cadillac had already been removed from the policy which resulted in return premium of $applied to the policyThe policy cancellation was processed on November 16, to be effective November 3, The only vehicles listed on the policy at the time the cancellation was processed were the and Honda’s.The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both [redacted] and [redacted] as they are both named insured’s on the policyIn order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policyAny issues, payment, or refund descrepanices involving their policies and arising out of the ***’s divorce situation are a personal legal matter that should be handled between [redacted] and [redacted] and their legal representatives.If further assistance is needed in this matter, please contact me directly at ###-###-####.Sincerely,Gale G [redacted]
This letter is in response to Ms***’ recent rejection to our latest response and her request to expunge the collection from the credit report tied to her cancelled Nationwide personal auto policy.As previously indicated, a Final Bill was issued on July 5, 2016, which gave the opportunity for Ms [redacted] to pay it prior to going to a collection companyThe collection itself was not handed over to [redacted] Collection Services (CCS) until August 23, Once that occurred, the insured had days to pay before it would show on the credit report itselfPayment was not received until January 6, 2017, almost a full six months after the cancellation of the policy, and five months after the final bill was issuedThis all being said, we cannot clear the credit history as if the collection never existed because it was both valid and delinquentHowever, we can confirm that since the payment was made, it is being removed from the Credit ReportIt can take 30-days from the date of payment for the Credit Report to show as updated, but CCS has confirmed the item is being cleared as a settled debt.If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K [redacted] , at ###-###-#### or by email at [email protected],Jeremy T BagotJeremy TBagotSrAnalyst, Customer Response and Resolution###-###-####[email protected]
Dear Revdex.com: Thank you for your letter dated October 13, regarding the concerns raised by [redacted] on behalf of La Casa de Don PedroThis commercial general liability claim was received by [redacted] of [redacted] claims office on July 6, Our insured, Priority Mechanical, was hired by La Casa de Don Pedro to install a new furnace at the home of [redacted] ***This installation was completed in December The claim allegation is that our insured’s furnace install caused Ms [redacted] central air conditioning to no longer workThis letter details the months of continued attempts to reach our insured via US mail, email, and telephone, with no success or responseBelow is our timeline of these attempts and our investigationJuly Telephone attempts were made to reach both our insured and La Casa, the same day the claim was receivedJuly Telephone attempts were made to both our insured and La CasaContact with our insured was also attempted through emailJuly Telephone contact was made with [redacted] with La Casa de Don PedroShe was able to provide a statement detailing the work that was requested of our insured in December 2014, and the specifics of the contract between La Casa de Don Pedro and our insured, Priority MechanicalMs [redacted] alleged that our insured’s furnace install in December was related to and caused the homeowner’s air conditioner to not work in May Ms [redacted] was unable to provide any specifics as to this allegation and correlationWe requested (and followed up with an email) that Ms [redacted] send us photos of the homeowner’s furnace and air conditioner system and setup, as well as the contract with our insured, Priority Mechanical and La Casa de Don PedroThe homeowner’s contact information was also requested and providedOn that same day, the homeowner, Altagracia ***, was contacted and we obtained her statement to verify the facts of this loss and the allegations against our insuredMs [redacted] did not know why her air conditioner was not workingJuly Continued attempts were made to contact the insured by telephone and emailA letter was also sent by US mail in an attempt to reach the insuredAs the contact information on record was proving to be unsuccessful, internet searches were conductedAdditionally, a voicemail message was left for the insured’s insurance agent to obtain additional or correct contact informationContact was made with the homeowner, [redacted] ***, to request the opportunity to send an appraiser to inspect her heating/cooling system to determine what was wrong with itShe confirmed it had not yet been repairedWe also advised Ms [redacted] on the current status of the claim, which included our need for our insured’s statement and to verify what caused her air conditioner failure and if our insured was liable for thisA follow up email was sent to Ms [redacted] for the photos and contract that was previously requestedJuly Pictures were received via email from La Casa de Don Pedro of the old furnace and the new furnace the insured installedI replied to Ms***’s email and advised on the status of my claim investigation, which was our need for our insured’s statement and to verify what caused Ms [redacted] air conditioner failure and if our insured was liable for thisAugust The appraiser indicated he was having difficulty reaching the homeowner to arrange the inspectionMs [redacted] was emailed and advised on the situation that the appraiser was trying to contact them so he could inspect their damages and prepare his report so a liability decision could be madeMs [redacted] was also advised that we had received her contract and bid information for our insured’s furnace installationAugust Continued attempts to contact our insured via US mail and emailAugust Further searches for working telephone numbers and accurate address for our insured were unsuccessfulThe telephone numbers that were located were all wrong numbersAt one of the numbers, a woman advised that the insured no longer is in their building, but could not provide me any other information or contact informationA follow up call with the insured’s agent provided a different address and phone numbers for the insured in comparison to what we previously had on recordOne of the numbers did not work and one was the current number we were callingContinued internet searches were conducted to locate current phone numbers based on this new address, but we could not find a working numberAnother contact letter was sent to our insured at the new addressAugust A letter was sent to the homeowner advising that the appraiser has been unsuccessful in reaching herContinued searches were conducted for additional telephone numbers for our insured, but we could not find any working numbersAugust We requested a status update from our appraiser on his continued attempts to reach the homeowner to inspect her propertyOur appraiser responded advising he has made (5) telephone attempts and sent a letter via US mail to the homeowner with no responseAugust Our appraiser advised he still has not heard from the homeownerWe contacted the homeowner; however we were unable to reach herWe called again on this day and spoke with the homeowner, advising her on our appraiser’s unsuccessful attempts at reaching herShe advised that we could have the appraiser come any day after 3:pmWe informed our appraiser of this and he advised he would go to the residence on August to inspectAugust A Reservation of Rights letter was sent to our insured regarding their lack of cooperation which could jeopardize potential coverage for this lossWe left a telephone voicemail message with our insured’s agent to advise them on the Reservation of Rights letterAugust The homeowner advised the appraiser that the air conditioner had been repaired and did not allow the appraiser to inspect the property or heating/cooling systemOur appraiser advised they would attempt to secure a copy of the air conditioner repairs invoice/report for usAugust We sent an email to Ms [redacted] advising on the status of our investigation (which remained that we needed our insured’s statement and to verify if Ms [redacted] air conditioner failure was caused by our insured) and requested a copy of the air conditioner repair report/invoice/work order and requested the information of who completed these repairs, as La Casa hired the repair companyWe received an updated phone number for our insured from the insured’s agentWe then left a voicemail message requesting a return call from the insuredWe also sent our insured the approved Reservation of Rights letter through both regular US mail and certified US mailSeptember We sent a follow up email to Ms [redacted] on our prior request for documentation on the air conditioner repairAs we were unable to inspect the property and to reach our insured, we were looking for some information on the cause of the air conditioner failure to evaluate this claimWe also left another telephone voicemail message for the insuredSeptember We received the appraiser’s final report advising he was unable to complete the inspection at the homeowner’s residence and he was unable to secure the repair company’s informationWe also left a voice mail message for the insured stating the sameSeptember We attempted to reach our insured via telephone but there was no answer and the voicemail box was fullSeptember We received the requested air conditioner repair documents from Ms [redacted] and advised her on the status of our claim investigationWe would need to review the repair documents to learn what was being alleged against our insured and obtain the insured’s statement in response to the allegationsIn the documentation she sent, the repair company states that the air conditioner compressor was damaged due to a clogged evaporator coil, which they state was caused by an improper install of the furnaceThey allege that the bottom of the furnace was opened and never sealedWe attempted to reach the insured but the voicemail box was fullWe contacted the insured’s agent to obtain additional contact information, but she had none to shareShe advised that the insured no longer has a policy with themOctober We received an email from Ms [redacted] advising that she would be filing a Revdex.com complaint as this claim was not resolved yetOctober We requested an investigator locate our insured for a face to face statement so verification of the facts of this loss and the allegations against our insured can be obtainedWe responded to Ms***’s email that she would be filing a Revdex.com complaint, advising on the current statusWe advised her that our insured has the right to answer the allegations being presented against them and we have a right to investigate this claim on their policyWe also advised that our insured’s lack of cooperation could be jeopardizing any potential coverage we may have for this lossWe advised her that we cannot prematurely settle or deny this claim without investigating itAs of the date of this letter, we have been unable to reach our insured, our investigator has been unable to locate our insured, and we have been unable to inspect the damages our insured is alleged to have caused, despite multiple attempts on our partShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] or via email at [redacted] Sincerely, Donald RT*** Commercial Claim Manager [redacted] Company of [redacted] [redacted] W ###-###-#### F (###-###-####
This letter is in regards to the Property Damage claim for one Toyota Corolla belonging to Ms [redacted] The Toyota Corolla involved in the loss has a salvage branded titleThis loss occurred on August 8, Field Claims Associate Michael B [redacted] 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 [redacted] 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 [redacted] '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 [redacted] State Appraisers act Coverage for the loss was verified, and contact was made by the Total Loss representative [redacted] 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 [redacted] and management staff regarding a dispute in the value of the vehicle on August 24, Ms [redacted] conveyed that she was upset that they cannot find a replacement vehicle for the amount we have offered Ms [redacted] 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 [redacted] has found Nationwide management attempted to convey to Ms [redacted] , 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 [redacted] 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 [redacted] 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 [redacted] **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 [redacted] via email and phone on August 27, and August 28, 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 + $ Total Settlement = $10, This information was provided to the customer on August 28, 2015, and was agreed upon by Mr.Nosa [redacted] 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 [redacted] , Jane G [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:AM and 4:PM Regards, Craig C [redacted] ###-###-####
That is what I was told when I called about my damagesI was told by nationwide that no other claim needed to be open and that they would take care of it when the damages were fixed from the hit and runI gave no authorization to open a new claimI did not call the tow companyNationwide didthis is a comp at nationwide used and trustedI had no say on which company came to tow my carRegards, [redacted]
I am in receipt of your letter to [redacted] dated February 22, 2016.Review of policy [redacted] found the member called several times in order to cancel the policy effective July 30, Several attempts were made to obtain a cancellation request formSince a completed cancellation form was not received the policy remained active until it cancelled for non-payment effective October 12, 2015.On January 26, 2016, the member called regarding the policy cancellation date and was advised that the proof of insurance on file was for a Dodge Dakota and not the Jeep Grand Cherokee listed on the policyThe member was advised to submit a Bill of Sale or a registration showing the new owners of the Jeep in order to back date the cancellation of the policyUnfortunately, the requested information was not received so the cancellation date was not adjusted.As a courtesy, since it was clear that the member wanted to cancel the policy and had obtained other insurance effective July 30, 2015, the cancellation date of policy [redacted] has been adjusted to July 30, The collection balance of $has been cleared and a refund of $has been mailed to the member at [redacted] **, Walnut, MS 38683.If you have any additional questions, please contact Sharon W [redacted] at w***[email protected] or via phone at ###-###-####.Office of Customer Advocacy | One Nationwide Plaza, 3-04-| Columbus, OH 43215-
To whom it may concern:Thank you for your recent inquiry regarding a complaint you received from Natalie [redacted] Below is the information we gathered regarding this caseIf I do not provide the information you need for this matter, please do not hesitate to let us know.Our records indicate on March 17, Associate Agent [redacted] received an email from Ms [redacted] informing him she was moving back to the [redacted] on May 22, She also mentioned in the email the need for her bank account information to be updated because the account we had on file had been closed.On March 17, Mr [redacted] responded via email to Ms [redacted] ’ request to update her banking informationHe informed her he needed her routing and account number and asked her to confirm the account was in her name.Ms [redacted] responded to Mr [redacted] ’s email on March giving him the banking information needed and again on March These emails also contained questions pertaining to the $non-sufficient fund fee she was being incorrectly chargedUnfortunately, these emails were not opened by Mr [redacted] until April It was on this date Mr [redacted] informed Ms [redacted] (via email) that he had not changed the routing and account numbers as he advised he wouldMr [redacted] also informed Ms [redacted] the policy was scheduled to cancel on April 29, Realizing his error, Mr [redacted] also informed Ms [redacted] he would have the non-sufficient fund fee waivedSubsequently, there was no follow up with the insured nor was the $non-sufficient fee waived.We have, however, taken the necessary steps to remove the $non-sufficient funds fee and the resulting $collection amount charged to Ms [redacted] A refund check in the amount of $(unearned premium) is in the process of being mailed to Ms [redacted] and [redacted] to the [redacted] address we have on fileThe policy’s cancellation date will remain April 29, 2015.We sincerely apologize to Ms [redacted] and Mr [redacted] for the level of service they receivedWe thank them for their patience and for allowing us an opportunity to correct this issue.Thank you for bringing this matter to our attentionWe trust this will resolve all pending concernsIf you should have any questions or wish to discuss the matter further, please feel free to call [redacted] Office of the Chief Customer Advocate Complaint Coordinator at ###-###-#### or email her at [redacted] Sincerely, [redacted] Nationwide###-###-#### [redacted]
Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 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, 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, 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 [redacted] purchased a six month Victoria Fire & Casualty Auto policy from the [redacted] Agency, with a bill plan of 16.5% down and installments Ms [redacted] ’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, 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 [redacted] 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 [redacted] 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 [redacted] or my email address is [redacted] If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W [redacted] ########or by email at [redacted] Sincerely, Erica D [redacted]
We are in receipt of your correspondence dated March 7, addressed to [redacted] , regarding [redacted] ’s concern of the SmartRide programI will be happy to respond to the concerns of Mr [redacted] on her behalf.When a vehicle is enrolled into the SmartRide program a 10% participation discount is applied to the vehicle while the customer has the device plugged in and is transmitting dataThe SmartRide program requires the device to be installed in the vehicle at least days and days prior to the policy renewal date for the vehicle to receive the verified discount on the renewal termWhen a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.On December 15, 2016, Jonathan [redacted] contacted Nationwide to replace a Chevrolet Equinox with a Chevrolet SilveradoThe Chevrolet Equinox was receiving a 10% SmartRide Discount for participating in the SmartRide program while the device was installed in the vehicle and transmitting dataThe Chevrolet Equinox was trending to receive a 40% verified SmartRide Discount, which would have been applied on the April 1, renewal term if the vehicle would not have been replaced with a Chevrolet Silverado.On December 16, 2016, Jonathan [redacted] contacted Nationwide concerning the SmartRide program for the Chevrolet SilveradoMr [redacted] was correctly advised when a vehicle enrolled into the SmartRide program is replaced, the data collection period starts over.Nationwide is not able to accommodate [redacted] ’s expected resolution to apply a 40% verified SmartRide Discount to the Chevrolet Silverado as the vehicle has not completed the data collection period for the SmartRide programIf the vehicle remains enrolled in the SmartRide program, a verified SmartRide Discount will be applied on the September 30, renewal term as determined by the data collection period.If you require further assistance, please contact our Customer Relations Coordinator, Janice K [redacted] , at ###-###-#### or by email at [redacted] .Sincerely,Jake M [redacted]
This is in response to the inquiry of November 15, 2016 as it pertains to the case file referenced above.This loss involves an accident where it is one person’s word against another. Our Insured maintains he had stopped in the road awaiting a vehicle in front of him to exit a parking space when the... other vehicle tried to pull around him and struck his vehicle. Mr. [redacted] maintains he was pulling around the stopped vehicle when it backed up into his vehicle. The police report only indicates that our Insured was backing, and Mr. [redacted] was pulling around the truck.Our Insured advised us there was a witness to the loss, Mr. [redacted] ***, allegedly a bus driver. We made multiple attempts and upon finally reaching Mr. [redacted] he basically advised us he does not know anything of the loss and did not want to get involved.Although our Insured maintains he was not moving at the time of impact, lack of an independent witness to verify same, along with the police report indicating he was backing while Mr [redacted] was pulling forward, we are making a compromise offer of 75% to Mr. [redacted] in an attempt to resolve this disputed liability claim.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, [redacted] ***, at ###-###-#### or via email at [redacted] .Sincerely,David [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.Per Ms [redacted] s request, the payment notice has been mailed to the address on file.If you require further assistance in this matter, please contact [redacted] LanceR [redacted] ###-###-#### or by email at [redacted] Sincerely, Evan H [redacted]
The customer's need for cancellation was fulfilled by our company's Revenue manager as the guest had requested I have attached the copy of the credit to their card in the full amount paid for the reservation Thank you
I am in receipt of your email to Nationwide dated August 18, I am providing you with the following information: · Cancellation Request Form Mr [redacted] started a quote online on June 29, and requested to be contactedOur agent, Andrea A***, contacted him to review the quote he startedOnce the rate was finalized, Mr [redacted] requested to start the policyThe agent set up the policy per Mr***’s requestThere is no requirement for a customer to e-sign or sign an application upfront to start the policyThis information would be emailed or mailed to member after the policy was set upMr [redacted] was advised of this process MsA [redacted] received an email from Mr [redacted] on July 8, at 7:PMThe email advised that he was maintaining his current insurance and requested to cancel his Nationwide policyThe agent responded to Mr [redacted] on July 8, 2015, at 7:PM and advised we would need a signed cancellation form in order to complete his requestThe agent advised the form would be sent via email within 3-business days and he could sign the form electronicallyThe agent let the member know to please contact her with any additional questionsShe did not receive any additional correspondence from Mr*** Review of our DocuSign system found the required Cancellation Request Form was emailed to Mr***, at [redacted] , on July 8, 2015, at 8:PM Unfortunately, the form was not reviewed or signed by Mr***; therefore, the form was voided on July 17, 2015, due to no activity and policy [redacted] remained active Enclosed you will find the required Cancellation Request Form dated July 22, Once Mr [redacted] signs, dates, and returns the form to Nationwide, policy [redacted] will be voided effective July 22, 2015, and a refund of $will be mailed to the address on file If you have any further questions feel free to contact me Sincerely, Christina L [redacted] ###-###-#### Ext [redacted]
This letter is in response to the complaint filed by Mr [redacted] over the collection balance and the Vanishing Deductible feature on the policy On December 21, Mr [redacted] called to replace a *** pickup truck with a *** Soul effective December 20, At the time the vehicle was added a billing statement for January was already sentNationwide does not increase installments after billing statements are sent so the [redacted] Soul was not included in the billing amount until the February billing statement was issued On December 22, Mr [redacted] called in to inquire on Vanishing DeductibleIn the call he stated he just spoke with an Agent through Nationwide Sales and he was advised he did not have Vanishing DeductibleServicing advised him he did not but asked if he was interested in getting the Vanishing Deductible addedMr [redacted] wanted Servicing to quote adding the Vanishing DeductibleMr [redacted] had stated he wanted to make it available when he replaced the vehicle on his policy as he thought he had the coverage thenOnce Servicing quoted the amount and gave it to Mr [redacted] he was upset that he was expected to pay for the backdatingServicing explained we would not be able to add the coverage without charging premiumMr [redacted] did not want to pay the premium; the Vanishing Deductible feature was not added to the policy On January 4, Mr [redacted] called in to inquire on Vanishing DeductibleHe wanted to verify that the Vanishing Deductible feature credit amount was set to $Servicing reviewed his policy and stated they did not see that he had the feature at allMr [redacted] explained he thought he has had the feature since the policy has been written and asked her to review the call to get the Vanishing Deductible feature addedServicing agreed to send for a call pull to review and see if the coverage could be added back to the start of the policyServicing then advised Mr [redacted] in order to backdate the addition of the Vanishing Deductible feature back to we would have to charge him the premium for that coverage back to November 4, Mr [redacted] stated in the call that he didn’t want to pay for the prior four years and would like to have the coverage added effective December 22, when he replaced his vehicle Servicing added the coverage and advised Mr [redacted] his deductible credit would be set at $and would reduce annually until it reached $and that the deductible credit could not be set at $at the time of adding the featureMr [redacted] agreed to the change which resulted in an increase of $and added the Vanishing Deductible effective December 22, On January 11, a Declaration page was sent to Mr [redacted] indicating that the Vanishing Deductible had been addedOn the Declaration page it indicates that Vanishing Deductible feature credit amount was set to $In addition to the Declaration page a billing statement was sent indicating an amount due of $was due for the Auto policy by February 4, This was the first billing cycle in which Nationwide had billed out for the [redacted] that was added December 22, Nationwide does not increase bills due to a change and at the time the [redacted] was added a bill for January had already been sent On February 8, Mr [redacted] called in and request canceled his Auto policy effective February 10, A confirmation e-mail was sent to Mr [redacted] indicating the Auto policy was canceled effective February 10, The collection amount is premium due for the [redacted] Soul which had not yet been collected due to Nationwide not having time to bill out for the added vehicle until JanuaryIf Mr [redacted] can provide proof of coverage before the February 10, cancel date on the policy, the date can be adjusted to reflect the correct cancel date In summary, the amount of $is valid based on the premium due for the vehicle that had not yet been collected and the Vanishing Deductible feature that the Mr [redacted] agreed to add If you require further assistance, please contact, [redacted] ***, at ###-###-#### or by email at [redacted] Sincerely, [redacted] SrAnalyst
I have reviewed the follinquiry received from [redacted] regarding his homeowners policyinsured with Depositors lnsurance CompanyHe is disputing the actions taken within the discoveryperiod of the policy and the additional premium due.Below is a tirneline explaining the activity on Mr [redacted] policy.December 30, New business effective date of the policy with our company and coverage bound by the agent.January 6, Billing statement generated to the insuredJanuary 11, Protection class of the policy was updated effective December 30, in order to properly rate the policy for the distance to the fire hydrantThis was done within the "discovery/underwriting period" of the policy.January 20, Exterior inspection was done by the Company vendorThis was the only inspection by the CompanyInspections are not ordered/requested by the Company prior to a submitted/bound policy by the agency.January 30, Due date of premium billed on January 6, $120.75January 31, Inspection was reviewed by the Company and dwelling coverage increased in order to insure the dwelling for full replacement value of the homeThis was done effective December 30, and processed within the "discovery/underwriting period" of the policy.February 4, Payment of $(due on January 30, 2016) was received and policy set up on automatic withdrawals for future payments.February 5, Next bill generated for $(reflected premium change due to the protection class and dwelling amount change) March 1, Due date of premium $The insured requested cancellation effective this date, and the agency stopped the automatic withdrawal for the premium due on this date.As noted in the prior Company response, Michigan lnsurance regulation/statute affords companies aspecified number of days in which to make policy coverage/rating changes and review eligibility of arisk, along with applicable premium adjustments that result from policy coverage/rating changes.The changes made on Mr [redacted] 's policy were within this discovery/underwriting periodPer theemail provided by the insured in his inquiry, the agency advised Mr [redacted] that any premiumbalance due or refund would be updated based on the March 1, cancellation datePremiumreceived on his policy was not sufficient for the time coverage was provided and resulted in a balancedue to the Company.If you require further assistance, please contact our Customer Relations Coordinator, JoleenS [redacted] at ###-###-#### or by email at [redacted] Sincerely,Gale G [redacted]
Mr [redacted] applied for a Home Equity Line of Credit (HELOC) with Nationwide BankThe information he cites from www.bankrate.com is correctThe 4.4% rate shown, however, is dependent upon a maximum Loan to Value (LTV) ratio of 80%When Mr [redacted] applied for the Line of Credit, he agreed to Terms and Conditions, including, but not limited to, “All loans are subject to approval and rates vary based on your credit history and loan to value ratio.” Nationwide requested a driappraisal of the home, which was completed on April 13, That appraisal provided a property value of $309,With that, the amount of the first mortgage, combined with the requested HELOC loan, determined a LTV in excess of the minimum of 80%The appraisal was provided to Nationwide Bank and to Mr [redacted] Mr [redacted] disputed the validity of appraisalUpon receipt of the dispute, the appraisal was reviewed, considering the information included in the disputeA new appraisal was completed on April 19, The appraised amount remained the same, and included an addendum responding to the concerns Mr [redacted] raised in his disputeThe new appraisal was provided to Nationwide Bank and to Mr [redacted] againThe HELOC application has not been closedMr [redacted] is welcome to continue with his existing request, but at a higher interest rate and a lower maximum loan amount, determined by the LTVSincerely, Ann C [redacted] SrAnalyst, Customer Advocacy Nationwide Bank
sorry, yes it was received earlier this week, don't know the date amount was $731.thanks for helping to get them moving
This letter is in response to the concerns filed by [redacted] regarding the cancellation of the Auto policy and the collection balanceThe policy renewed July 17, with a premium of $3,A Benz CLKwas removed from the policy effective August 4, This resulted in a decrease in premium of $1,Effective August 4, driver was removed which resulted in a premium decrease of $Effective September 2, driver was added and a Dodge Dart was added to the policyThis resulted in a premium increase of $Processed November 18, 2015, effective November 16, 2015, a BMW 330XI was replacedThis resulted in a premium increase of $Processed November 19, 2015, effective November 13, 2015, a Dodge Dart was removed from the policyThis resulted in a premium decrease of $Processed December 2, 2015, effective November 13, 2015, a Ram was added to the policyThis resulted in a premium increase of $On December 15, a bill generated for $1,due December 27, which included the changes in premium listed above that had not yet been billed in on prior statementsOn January 5, a Notice of Cancellation was sent indicating we needed a payment of $1,by January 16, or the policy would cancel January 17, On January 15, a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, and there was an outstanding balance due of $1,due by March 3, The January 17, policy renewal calculated at $3,Policy changes were made that added paperless discount and SmartRide discount, which reduced the renewal premium by $460.70, resulting in a revised renewal premium of $3, The policy cancelled for non payment effective January 17, Upon the cancellation, the unearned renewal premium of $3,was removed from the balance, leaving $1,due for coverage provided during the July 17, renewal term to the cancellation dateA cancellation request form was received in the Agent’s office, indicating Ms [redacted] request cancelled the policy effective January 22, The policy cancelled for non payment effective January 17, The request to cancel January 22, does not supersede the non pay cancellation on January 17, If you require further assistance, please contact our [redacted] , Phillis H***, at ###-###-#### or by email at [redacted] Sincerely, Katie W***
January 22, [redacted] Dear [redacted] In review of the [redacted] appraisal there is no scientific info on how the value was derivedThere was anotation regarding the repair, but no explanation of the effect of the repairIn addition, it appears [redacted] sells the used vehicles it purchasesThus, the offer figure is not necessarily the market value, (arm’slength transaction).Nationwide is still open to any other information [redacted] would like to provide to support his diminishedvalue claimIf you have any additional questions please contact Angela S [redacted] , Customer RelationsCoordinator, Office of Customer Relations, ###-###-#### or [redacted] Respectfully,Wendy K [redacted] Claims ManagerNationwide PCIO | MidWest Operations | Material DamageC ###-###-#### | F ###-###-#### [redacted] Office of Customer Advocacy | [redacted]
This letter is in response to the concerns filed by Mr [redacted] regarding the amount owed on his Nationwide Auto policy On May 28, 2015, the renewal for June 22, generated with a premium of $1,(attached)On June 17, 2015, Mr [redacted] went online to Nationwide.com and removed Roadside Assistance from his policy, as well as removing rental coverage from the Nissan MuranoThis resulted in a decrease in the renewal premium to $1,048.10, and a new declaration page was issued showing this amount (attached)Mr***’s policy was set up with document delivery preferences as e-mail, so on June 17, 2015, an e-mail was sent to inform a new declaration page was available for his review From the change he made effective June 17, 2015, there was a prior term credit of $2.30, which reduced the balance of the policy to $On June 19, 2015, Mr [redacted] made a payment of $1,045.80, clearing the balance for the renewal termHowever, on the same day, Mr [redacted] went online again to change his Uninsured Motorist Bodily Injury coverageThe coverage was changed from $100,per person and $300,per incident to $250,per person and $500,per incidentThis resulted in an increase in the renewal of $6.30, plus a prior term increase of $.20, totaling an increase of $Once again, a revised declaration page was generated (attached), and on June 22, 2015, an e-mail was sent to Mr [redacted] to advise that a new declaration page was available for his review Nationwide does not bill anything under $10.00, so we added that amount to the renewal bill for December 22, On December 18, 2015, Mr [redacted] called in to the Service department to request cancel of his policies effective the December 22, renewalThe Service Representative did send him the cancellation forms, but did not advise of the prior term amount on the Auto policyOn December 29, 2015, Mr [redacted] called to make sure everything had been processed correctly, and while we had the forms on file for his cancellation request, the policies were not actually cancelledThe Service associate processed the cancellations on the spot, but once again did not inform of the prior term balanceThat should have occurred in both cases, and we sincerely apologize that it did notWe have provided feedback to the direct leaders of both associates with whom Mr [redacted] spoke In addition, due to the policies not being processed for cancellation when we originally received the forms, it resulted in a late fee of $10.00, taking the balance to $On January 4, 2016, we mailed the final bill for $(attached) After review of the case, we have waived the late fee as Mr [redacted] requested cancellation prior to his bill being dueThat leaves a balance of $for the increase in the Uninsured Motorist Bodily Injury from June 19, through December 22, Due to the error of our Service associates not informing of this balance at the time of cancellation, we are waiving the remaining $
I have reviewed the inquiry received from [redacted] regarding his auto policy insured with Nationwide Agribusiness Insurance CompanyHe inquired about the cancellation of this policy and subsequent refund.Both [redacted] and [redacted] are named insureds under this policy providing coverage for the following vehicles: Honda, Honda, Volkswagon, and CadillacOn November 3, [redacted] contacted the Company Service Center to remove [redacted] from the policy due to divorceThe service representative advised [redacted] that because [redacted] was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policyOn November 6, 2015, [redacted] requested the Volkswagon and the Cadillac be removed from the policy effective November 3, as he obtained other coverage on those vehiclesThe deletion of those vehicles was processed as requested and a return premium of $was applied to the policyCoverage was still being provided for the and Hondas on the policyWe subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: [redacted] We reached out to the ***’s local agent, [redacted] , who had been working with [redacted] on the auto and home policiesAccording to the agency, [redacted] became unreasonable to the agency staff when they were not able to remove [redacted] or her vehicles from the policy.The cancellation of the policy effective November 3, resulted in a premium refund of $based on the vehicles listed on the policy at the time of the cancellationPer [redacted] ’s request, the Volkswagon and Cadillac had already been removed from the policy which resulted in return premium of $applied to the policyThe policy cancellation was processed on November 16, to be effective November 3, The only vehicles listed on the policy at the time the cancellation was processed were the and Honda’s.The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both [redacted] and [redacted] as they are both named insured’s on the policyIn order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policyAny issues, payment, or refund descrepanices involving their policies and arising out of the ***’s divorce situation are a personal legal matter that should be handled between [redacted] and [redacted] and their legal representatives.If further assistance is needed in this matter, please contact me directly at ###-###-####.Sincerely,Gale G [redacted]
This letter is in response to Ms***’ recent rejection to our latest response and her request to expunge the collection from the credit report tied to her cancelled Nationwide personal auto policy.As previously indicated, a Final Bill was issued on July 5, 2016, which gave the opportunity for Ms [redacted] to pay it prior to going to a collection companyThe collection itself was not handed over to [redacted] Collection Services (CCS) until August 23, Once that occurred, the insured had days to pay before it would show on the credit report itselfPayment was not received until January 6, 2017, almost a full six months after the cancellation of the policy, and five months after the final bill was issuedThis all being said, we cannot clear the credit history as if the collection never existed because it was both valid and delinquentHowever, we can confirm that since the payment was made, it is being removed from the Credit ReportIt can take 30-days from the date of payment for the Credit Report to show as updated, but CCS has confirmed the item is being cleared as a settled debt.If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K [redacted] , at ###-###-#### or by email at [email protected],Jeremy T BagotJeremy TBagotSrAnalyst, Customer Response and Resolution###-###-####[email protected]
Dear Revdex.com: Thank you for your letter dated October 13, regarding the concerns raised by [redacted] on behalf of La Casa de Don PedroThis commercial general liability claim was received by [redacted] of [redacted] claims office on July 6, Our insured, Priority Mechanical, was hired by La Casa de Don Pedro to install a new furnace at the home of [redacted] ***This installation was completed in December The claim allegation is that our insured’s furnace install caused Ms [redacted] central air conditioning to no longer workThis letter details the months of continued attempts to reach our insured via US mail, email, and telephone, with no success or responseBelow is our timeline of these attempts and our investigationJuly Telephone attempts were made to reach both our insured and La Casa, the same day the claim was receivedJuly Telephone attempts were made to both our insured and La CasaContact with our insured was also attempted through emailJuly Telephone contact was made with [redacted] with La Casa de Don PedroShe was able to provide a statement detailing the work that was requested of our insured in December 2014, and the specifics of the contract between La Casa de Don Pedro and our insured, Priority MechanicalMs [redacted] alleged that our insured’s furnace install in December was related to and caused the homeowner’s air conditioner to not work in May Ms [redacted] was unable to provide any specifics as to this allegation and correlationWe requested (and followed up with an email) that Ms [redacted] send us photos of the homeowner’s furnace and air conditioner system and setup, as well as the contract with our insured, Priority Mechanical and La Casa de Don PedroThe homeowner’s contact information was also requested and providedOn that same day, the homeowner, Altagracia ***, was contacted and we obtained her statement to verify the facts of this loss and the allegations against our insuredMs [redacted] did not know why her air conditioner was not workingJuly Continued attempts were made to contact the insured by telephone and emailA letter was also sent by US mail in an attempt to reach the insuredAs the contact information on record was proving to be unsuccessful, internet searches were conductedAdditionally, a voicemail message was left for the insured’s insurance agent to obtain additional or correct contact informationContact was made with the homeowner, [redacted] ***, to request the opportunity to send an appraiser to inspect her heating/cooling system to determine what was wrong with itShe confirmed it had not yet been repairedWe also advised Ms [redacted] on the current status of the claim, which included our need for our insured’s statement and to verify what caused her air conditioner failure and if our insured was liable for thisA follow up email was sent to Ms [redacted] for the photos and contract that was previously requestedJuly Pictures were received via email from La Casa de Don Pedro of the old furnace and the new furnace the insured installedI replied to Ms***’s email and advised on the status of my claim investigation, which was our need for our insured’s statement and to verify what caused Ms [redacted] air conditioner failure and if our insured was liable for thisAugust The appraiser indicated he was having difficulty reaching the homeowner to arrange the inspectionMs [redacted] was emailed and advised on the situation that the appraiser was trying to contact them so he could inspect their damages and prepare his report so a liability decision could be madeMs [redacted] was also advised that we had received her contract and bid information for our insured’s furnace installationAugust Continued attempts to contact our insured via US mail and emailAugust Further searches for working telephone numbers and accurate address for our insured were unsuccessfulThe telephone numbers that were located were all wrong numbersAt one of the numbers, a woman advised that the insured no longer is in their building, but could not provide me any other information or contact informationA follow up call with the insured’s agent provided a different address and phone numbers for the insured in comparison to what we previously had on recordOne of the numbers did not work and one was the current number we were callingContinued internet searches were conducted to locate current phone numbers based on this new address, but we could not find a working numberAnother contact letter was sent to our insured at the new addressAugust A letter was sent to the homeowner advising that the appraiser has been unsuccessful in reaching herContinued searches were conducted for additional telephone numbers for our insured, but we could not find any working numbersAugust We requested a status update from our appraiser on his continued attempts to reach the homeowner to inspect her propertyOur appraiser responded advising he has made (5) telephone attempts and sent a letter via US mail to the homeowner with no responseAugust Our appraiser advised he still has not heard from the homeownerWe contacted the homeowner; however we were unable to reach herWe called again on this day and spoke with the homeowner, advising her on our appraiser’s unsuccessful attempts at reaching herShe advised that we could have the appraiser come any day after 3:pmWe informed our appraiser of this and he advised he would go to the residence on August to inspectAugust A Reservation of Rights letter was sent to our insured regarding their lack of cooperation which could jeopardize potential coverage for this lossWe left a telephone voicemail message with our insured’s agent to advise them on the Reservation of Rights letterAugust The homeowner advised the appraiser that the air conditioner had been repaired and did not allow the appraiser to inspect the property or heating/cooling systemOur appraiser advised they would attempt to secure a copy of the air conditioner repairs invoice/report for usAugust We sent an email to Ms [redacted] advising on the status of our investigation (which remained that we needed our insured’s statement and to verify if Ms [redacted] air conditioner failure was caused by our insured) and requested a copy of the air conditioner repair report/invoice/work order and requested the information of who completed these repairs, as La Casa hired the repair companyWe received an updated phone number for our insured from the insured’s agentWe then left a voicemail message requesting a return call from the insuredWe also sent our insured the approved Reservation of Rights letter through both regular US mail and certified US mailSeptember We sent a follow up email to Ms [redacted] on our prior request for documentation on the air conditioner repairAs we were unable to inspect the property and to reach our insured, we were looking for some information on the cause of the air conditioner failure to evaluate this claimWe also left another telephone voicemail message for the insuredSeptember We received the appraiser’s final report advising he was unable to complete the inspection at the homeowner’s residence and he was unable to secure the repair company’s informationWe also left a voice mail message for the insured stating the sameSeptember We attempted to reach our insured via telephone but there was no answer and the voicemail box was fullSeptember We received the requested air conditioner repair documents from Ms [redacted] and advised her on the status of our claim investigationWe would need to review the repair documents to learn what was being alleged against our insured and obtain the insured’s statement in response to the allegationsIn the documentation she sent, the repair company states that the air conditioner compressor was damaged due to a clogged evaporator coil, which they state was caused by an improper install of the furnaceThey allege that the bottom of the furnace was opened and never sealedWe attempted to reach the insured but the voicemail box was fullWe contacted the insured’s agent to obtain additional contact information, but she had none to shareShe advised that the insured no longer has a policy with themOctober We received an email from Ms [redacted] advising that she would be filing a Revdex.com complaint as this claim was not resolved yetOctober We requested an investigator locate our insured for a face to face statement so verification of the facts of this loss and the allegations against our insured can be obtainedWe responded to Ms***’s email that she would be filing a Revdex.com complaint, advising on the current statusWe advised her that our insured has the right to answer the allegations being presented against them and we have a right to investigate this claim on their policyWe also advised that our insured’s lack of cooperation could be jeopardizing any potential coverage we may have for this lossWe advised her that we cannot prematurely settle or deny this claim without investigating itAs of the date of this letter, we have been unable to reach our insured, our investigator has been unable to locate our insured, and we have been unable to inspect the damages our insured is alleged to have caused, despite multiple attempts on our partShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] or via email at [redacted] Sincerely, Donald RT*** Commercial Claim Manager [redacted] Company of [redacted] [redacted] W ###-###-#### F (###-###-####
This letter is in regards to the Property Damage claim for one Toyota Corolla belonging to Ms [redacted] The Toyota Corolla involved in the loss has a salvage branded titleThis loss occurred on August 8, Field Claims Associate Michael B [redacted] 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 [redacted] 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 [redacted] '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 [redacted] State Appraisers act Coverage for the loss was verified, and contact was made by the Total Loss representative [redacted] 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 [redacted] and management staff regarding a dispute in the value of the vehicle on August 24, Ms [redacted] conveyed that she was upset that they cannot find a replacement vehicle for the amount we have offered Ms [redacted] 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 [redacted] has found Nationwide management attempted to convey to Ms [redacted] , 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 [redacted] 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 [redacted] 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 [redacted] **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 [redacted] via email and phone on August 27, and August 28, 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 + $ Total Settlement = $10, This information was provided to the customer on August 28, 2015, and was agreed upon by Mr.Nosa [redacted] 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 [redacted] , Jane G [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:AM and 4:PM Regards, Craig C [redacted] ###-###-####
That is what I was told when I called about my damagesI was told by nationwide that no other claim needed to be open and that they would take care of it when the damages were fixed from the hit and runI gave no authorization to open a new claimI did not call the tow companyNationwide didthis is a comp at nationwide used and trustedI had no say on which company came to tow my carRegards, [redacted]
I am in receipt of your letter to [redacted] dated February 22, 2016.Review of policy [redacted] found the member called several times in order to cancel the policy effective July 30, Several attempts were made to obtain a cancellation request formSince a completed cancellation form was not received the policy remained active until it cancelled for non-payment effective October 12, 2015.On January 26, 2016, the member called regarding the policy cancellation date and was advised that the proof of insurance on file was for a Dodge Dakota and not the Jeep Grand Cherokee listed on the policyThe member was advised to submit a Bill of Sale or a registration showing the new owners of the Jeep in order to back date the cancellation of the policyUnfortunately, the requested information was not received so the cancellation date was not adjusted.As a courtesy, since it was clear that the member wanted to cancel the policy and had obtained other insurance effective July 30, 2015, the cancellation date of policy [redacted] has been adjusted to July 30, The collection balance of $has been cleared and a refund of $has been mailed to the member at [redacted] **, Walnut, MS 38683.If you have any additional questions, please contact Sharon W [redacted] at w***[email protected] or via phone at ###-###-####.Office of Customer Advocacy | One Nationwide Plaza, 3-04-| Columbus, OH 43215-
To whom it may concern:Thank you for your recent inquiry regarding a complaint you received from Natalie [redacted] Below is the information we gathered regarding this caseIf I do not provide the information you need for this matter, please do not hesitate to let us know.Our records indicate on March 17, Associate Agent [redacted] received an email from Ms [redacted] informing him she was moving back to the [redacted] on May 22, She also mentioned in the email the need for her bank account information to be updated because the account we had on file had been closed.On March 17, Mr [redacted] responded via email to Ms [redacted] ’ request to update her banking informationHe informed her he needed her routing and account number and asked her to confirm the account was in her name.Ms [redacted] responded to Mr [redacted] ’s email on March giving him the banking information needed and again on March These emails also contained questions pertaining to the $non-sufficient fund fee she was being incorrectly chargedUnfortunately, these emails were not opened by Mr [redacted] until April It was on this date Mr [redacted] informed Ms [redacted] (via email) that he had not changed the routing and account numbers as he advised he wouldMr [redacted] also informed Ms [redacted] the policy was scheduled to cancel on April 29, Realizing his error, Mr [redacted] also informed Ms [redacted] he would have the non-sufficient fund fee waivedSubsequently, there was no follow up with the insured nor was the $non-sufficient fee waived.We have, however, taken the necessary steps to remove the $non-sufficient funds fee and the resulting $collection amount charged to Ms [redacted] A refund check in the amount of $(unearned premium) is in the process of being mailed to Ms [redacted] and [redacted] to the [redacted] address we have on fileThe policy’s cancellation date will remain April 29, 2015.We sincerely apologize to Ms [redacted] and Mr [redacted] for the level of service they receivedWe thank them for their patience and for allowing us an opportunity to correct this issue.Thank you for bringing this matter to our attentionWe trust this will resolve all pending concernsIf you should have any questions or wish to discuss the matter further, please feel free to call [redacted] Office of the Chief Customer Advocate Complaint Coordinator at ###-###-#### or email her at [redacted] Sincerely, [redacted] Nationwide###-###-#### [redacted]
Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 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, 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, 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 [redacted] purchased a six month Victoria Fire & Casualty Auto policy from the [redacted] Agency, with a bill plan of 16.5% down and installments Ms [redacted] ’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, 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 [redacted] 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 [redacted] 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 [redacted] or my email address is [redacted] If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W [redacted] ########or by email at [redacted] Sincerely, Erica D [redacted]