Thank you for your recent inquiry regarding a complaint you received from Ms. [redacted]. I have reviewed this claim file and would like to address her concerns.The concern regarding the poor time serviceThis claim was filed on June 23, 2015, for a theft that occurred at the residence with all...
entries of the home sustaining damage from a break in. The handling adjuster made contact on June 25th when the claim was assigned to him to gather the facts of the loss. On June 27, 2015, the adjuster received pictures of the damages to the home and on July 2nd, received an estimate from Lowe’s. (The adjuster was also investigating the personal property that was stolen.) Once this was completed, he prepared an estimate for repairs on July 15, 2015. The adjuster, at this point, had not yet received the Power of Attorney to be able to speak with the relatives of our insured regarding the loss; this was received on August 5th. The additional information for the Lowe’s estimate was received on August 31st, and a message was left with the insured at that time.The first payment was issued on September 3, 2015.The concern regarding the unsatisfactory estimate…The estimate for the damages sustained in this loss was prepared based on the prices that were current in the area at the time of the loss. The estimated cost for the materials was in line, but there was a difference in labor cost. We did offer to have one of our preferred contractors in the area to come out, which they agreed to, but later cancelled. However, this claim has since been paid out on and is moving forward to conclusion with communication with the insured’s family.We hope this will resolve all pending concerns. However, if you should have any questions or wish to discuss the matter further, please feel free to call me.Sincerely,Christopher K[redacted]
[redacted]Nationwide has reviewed the concerns filed by Ms. [redacted] regarding the Auto policy,[redacted]gain. The information that was previously provided regarding the billing of thepolicy has been confirmed as accurate.When the policy was requested to be cancelled effective October 3, 2017, there was a remainingbalance of $1,452.58 on the billing account. When the policy was cancelled, the unearned premiumin the amount of $1,364.95 was removed from the billing account. This unearned premium was forthe period from October 3, 2017 through July 16, 2018 (since coverage was no longer providedeffective October 3, 2017. There was a remaining balance of $87.63.Because the policy’s cancellation (effective October 3, 2017) was not processed until October 11,2017, the automatic withdrawal from the bank account still went through on October 9, 2017. Apayment of $146.16 was drafted. This brought the remaining balance owed to -$58.53.The total premium owed for the renewal term that began on July 16, 2017, and was then pro-ratecancelled effective October 3, 2017 (including fees) was $380.95. The total amount that was paid toNationwide for the Insurance provided was $439.48.There was an overpayment of $58.53. A refund in the amount of $58.53 was sent to the bankaccount from which payment was automatically drafted. A refund check in the amount of $56.00 wasmailed to Ms. [redacted] as reimbursement for the two insufficient funds fees that were incurred due tothe draft from the bank account for the policy’s payment. No additional refund’s are owed to Ms.[redacted], as the $380.95 premium that was charged was valid.If you require further assistance, please contact me, Angela S[redacted] at ###-###-#### or by email at[redacted]Sincerely,George K[redacted]
Thank you for the response. While I do understand the banks procedure on holding my funds for 10days. I am still quite upset that I was never notified that my account would be closed until my paycheck was held. this place me in a very tight spot to be without a paycheck for 10days.
I am in receipt of your email to Nationwide dated August 18, 2015.
I am providing you with the following information:
· Cancellation Request Form
Mr. [redacted] started a quote online on June 29, 2015 and...
requested to be contacted. Our agent, Andrea A[redacted], contacted him to review the quote he started. Once the rate was finalized, Mr. [redacted] requested to start the policy. The agent set up the policy per Mr. [redacted]’s request. There is no requirement for a customer to e-sign or sign an application upfront to start the policy. This information would be emailed or mailed to member after the policy was set up. Mr. [redacted] was advised of this process.
Ms. A[redacted] received an email from Mr. [redacted] on July 8, 2015 at 7:18 PM. The email advised that he was maintaining his current insurance and requested to cancel his Nationwide policy. The agent responded to Mr. [redacted] on July 8, 2015, at 7:31 PM and advised we would need a signed cancellation form in order to complete his request. The agent advised the form would be sent via email within 3-5 business days and he could sign the form electronically. The agent let the member know to please contact her with any additional questions. She did not receive any additional correspondence from Mr. [redacted].
Review of our DocuSign system found the required Cancellation Request Form was emailed to Mr. [redacted], at [redacted], on July 8, 2015, at 8:36 PM. Unfortunately, the form was not reviewed or signed by Mr. [redacted]; 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, 2015. Once Mr. [redacted] signs, dates, and returns the form to Nationwide, policy [redacted] will be voided effective July 22, 2015, and a refund of $941.46 will be mailed to the address on file.
If you have any further questions feel free to contact me.
We are in receipt of your correspondence dated May 11, 2017 regarding the concerns of our former policyholder, Ms. [redacted]. I would be happy to respond to Ms. [redacted] concerns on behalf of Nationwide Insurance.On December 5, 2016, Ms. [redacted] contacted the Personal Lines Service Center and...
requested to remove uninsured motorist coverage from her policy. During this call, Ms. [redacted] was advised that her bill due on December 8, 2016 would be $21.41. There was no discussion of cancelling the policy during this conversation.Upon review, with the removal of the uninsured motorist coverage from the policy, this only decreased the prior term by $4.16, which then adjusted the current bill due from $84.50 to $80.34. A payment of $80.34 was attempted to be drafted from Ms. [redacted] account on December 8, 2016, which prompted an additional call to the Personal Lines Service Center. The phone call was reviewed, and it was agreed to only accept a payment of $21.04, and to reimburse Ms. [redacted] for any bank fees she was charged due to this error.On December 26, 2016, Ms. [redacted] requested to cancel her policy. The required cancellation request form was received on December 29, 2016, and the policy was cancelled effective January 8, 2017. A final bill in the amount of $114.31 was issued for coverage provided up to the date of cancellation.Ms. [redacted] contacted the Personal Lines Service Center on January 18, 2017 to advise she had replacement coverage effective December 27, 2016. An additional cancellation request form was received, and on January 25, 2017, the policy cancellation effective date was adjusted to December 27, 2016.At this time, the final balance of $92.35 is owed to Nationwide Insurance for coverage provided up to the date of cancellation of December 27, 2016.If you require further assistance, please contact Joey L[redacted] at ###-###-#### or by email at [redacted].Sincerely,Tara P[redacted]Sr. Analyst
Thank you for reaching out to us to advise of your concerns. We have provided you with specific contact information to further assist with this matter.
I am writing in response to the above referenced claim filed by [redacted]. Ms. [redacted] has issues with the repair estimate written for her vehicle by Nationwide claims associate Catherine R[redacted].
On June 10, 2015, Nationwide claims associate, Catherine R[redacted], met with Ms....
[redacted] at her residence and wrote a damage estimate for her 2003 Pontiac Montana. Catherine reviewed the estimate with Ms. [redacted] and provided her with two copies. Catherine explained to Ms. [redacted] that one copy was for her and the other was to give to the repair shop of her choice. Catherine explained the repair and rental processes and that Ms. [redacted] will be provided a rental vehicle while her van is in the shop for repairs. Catherine told Ms. [redacted] that if the shop finds additional damage or cannot repair her vehicle properly based on the estimate, the shop would contact Catherine and it would be addressed as a supplement estimate. Catherine issued a check to Ms. [redacted] for the amount of the repair estimate.
Later that day, Ms. [redacted] went to [redacted] and asked Mr. [redacted] to write an estimate on her vehicle. After Mr. [redacted] wrote an estimate, Ms. [redacted] showed Catherine’s estimate to him. Mr. [redacted] explained the supplement process to Ms. [redacted] and that he has worked with Catherine previously and any additional repairs would be addressed. At no time did Catherine R[redacted] contact Mr. [redacted] to have him adjust his estimate as Ms. [redacted] alleges. Ms. [redacted] was not denied a rental vehicle. There is a note in the file by Enterprise Rent a Car employee, [redacted], on June 10, 2015 that Catherine R[redacted] set up a rental for Ms. [redacted]. It is Nationwide’s position that if [redacted] or any other shop finds additional damage to Ms. [redacted]’s Pontiac or cannot properly repair it based on Catherine’s estimate, they can contact her and Ms. [redacted]’s vehicle will be repaired to the condition it was in prior to the accident.
If you have any further questions please feel free to contact me.
Thank you for your recent inquiry regarding correspondence you received from [redacted]. We are aware of Mr. [redacted]’s concerns and feel we have been diligent, respectful and professional in considering and addressing all. The cloths and shoes in question were cleaned with...
Mr. [redacted]’s consent by qualified, professional vendors with expertise in water and fire restoration. Upon completion, the [redacted]s questioned whether the items had been properly restored. We met the [redacted]s at the vendor location and inspected the items in question with them. There was not a consensus agreement between the parties regarding the articles in question. In an effort to resolve the matter, we had the [redacted]s select a sampling of items they felt were not properly restored and had them sent to the International Textile Analysis Laboratory for testing. They performed “chemical, Spectra-Light multi-spectrum tests (including ultra-violet light), high-powered microscopic examinations, colorfastness, stability, as well as other extensive and complete testing of all components”. All results and testing did not show “any water damage, mold or mildew, odor, chemicals, residues or foreign soils”. Furthermore, these tests revealed that the items tested did not exhibit any of the problems or concerns expressed by the [redacted]s, which were specifically that the items had “a change in appearance and were ruined”. The analysis found there was “no evidence of any local or dimensional changes.” The testing also found there was “no evidence of fabric weakening, fabric damage or texture change fading or discolorations associated with heat, water, smoke or professional cleaning”. They also opined that all the items tested had been “properly handled in restoration and is presently in the condition that it was in prior to any smoke exposure”. Their final conclusion for the items tested state they did not find any stains or residue or odor in the items tested from causes such as fire, fire suppression, water, smoke, special chemical odor- removal treatments or any other cleaning compounds”. They also found that the tests did not indicate the articles had been “shrunk, distorted, damaged, discolored or has any color or texture changes from exposure to smoke or any recent professional fire restoration care procedures”. These results were shared with the [redacted]s. The [redacted]'s are not in agreement with the results, but have not provided any physical evidence, or qualified analysis, to support their position. Mr. [redacted] has subsequently provided opinions by various other vendors and we have reviewed each and respectfully followed up on all. In short, the [redacted]s appear to simply desire to have items replaced despite the lack of evidence or qualified opinions to justify and support doing so. Mr. [redacted] also alleges Nationwide Mutual Fire Insurance Company has not “allowed for the replacement of our property without us supplementing the funds with barrowed money”. We disagree and deny we have not properly applied the [redacted]'s coverage in this case. Nationwide Mutual Fire Insurance Company has properly and promptly paid the [redacted]s per the provisions of their policy of insurance and will continue to do so. We strive to meet our customer’s needs and expectations while enforcing the terms and conditions of their contract. We also understand that despite our sincere efforts to assist, sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me. Thank you for bringing this matter to our attention. Sincerely, Shea S[redacted]
[redacted] Insurance Company received a Depertment of Insurance complaint regarding the sameconcerns. The issues have been addressed and resolved.Enclosed is a copy of the letter sent for your records.If you require further assistance in this matter, please contact our Customer Relations...
Coordinator, GerrieH[redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]@nationwide.com.
[redacted]
[redacted]
Hi this is the information I received from Nationwide...
Bank and I did all the work for them.When I called and spoke to [redacted] last Weds, I gave her the items in green to look up. She never got back to me about these issues at all. So here is all the info I have for you.
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.As advised in our original written response, and directly to Mrs. [redacted] on 03/24/2017 when she contacted the member service center, Mr. [redacted] can be removed from the policy once proof of other coverage from 10/19/2016 through 11/04/2016 is received. This is a company guideline to make sure our members do not experience a lapse in insurance coverage.If you require further assistance, please contact our [redacted], Lance R[redacted], at ###-###-#### or by email at [redacted]Sincerely,Jillian J[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding the increase in premium due to an accident dated May 14, 2014. Ms. [redacted] was added as a driver on May 2, 2016, at that time, the Auto Loss History Report provided by Lexis Nexis to Nationwide indicated the fault...
of the loss dated May 14, 2014 as “unknown or unreported”. Underwriting had requested a Letter of Experience (indicating fault in the accident) from Ms. [redacted] from her prior insurance carrier, in order to override the accident surcharge. The information was not received therefore, the surcharge would be applied on the November 27, 2016 renewal. Underwriting has received a corrected Auto Loss History Report on November 29, 2016, indicating the accident as Not at Fault, therefore the accident surcharge has been removed. The agent’s office was also contacted for feedback on this case. Upon receiving the complaint, they immediately left cell phone messages with both [redacted] and [redacted] did return their call, and spoke directly with Associate Agent, [redacted]. During that conversation, there were apologizes of any misunderstanding over the dropped call. When [redacted] offered to assist [redacted] with changing agencies if she preferred, [redacted] indicated that she was sorry that the complaint had even been filed, and had done so in the "heat of the moment". She also acknowledged all of the effort and steps that the agency had taken on their behalf, and was just happy that everything was getting resolved to her satisfaction. If you have any further questions or concerns, please contact our Customer Advocacy Coordinator, Barb D[redacted] at ###-###-#### or email at [redacted] Sincerely, Kristin M[redacted]
First;y: Concerning the Vehicle : It is not safe for me to be driving the same vehicle. The thieves from an organized crime group have all information of the vehicle, keys and remotes and additional information.The have the same keys that I have. Ms Little mentioned that I do not have to pay car insurance deductible since it is covered in my home insurance. Earlier Ms Tara said, I have to pay the deductible. Why is there a conflict among both the statements? Please note that the vehicle is my personal property. I have upto 400,000 coverage as per my agent. why am I being denied to use my coverage????Secondly on the House Invasion: 1. Today is Feb 17th 2016. It is almost one month since the burglary happened. The first adjuster (Mr Ernie) that came to the house was yesterday., Feb 16 2016. Ms Melanie G[redacted] has officially rejected damages that happened to the house. There were a broken pipe causing water leak, sprinkler damages, walls being torn with some kind of tool, doors being pushed around causing damage . The patio glass door which was a double glazed door shattered causing the ceiling and perpendicular wall to crack. There was a glass door that was broken. That area had to be secured. Insurance did not send anyone immediately. I had to ask [redacted] company to secure the door, so that rodents, rain, garbage may not enter the house. I had to stay at a cousins place until the bare minimum was fixed for me to move back. There were emergency contractors that I had to initiate to bring the house to the state that I could live in. Now I am being told Nationwide will not cover for the damages. She is claiming that if items were not stolen from the garage then the garage wall will not be fixed. ( Photos of the whole house have been emailed to her. ) There are witness that have claimed rummages all over the house including garage, restrooms, bedrooms. The whole house was gone through by the robbers. [redacted], Officer [redacted] husband are witnesses that items were rummaged in garage and rest of the house. IMG _1592 is of the closet in the master suite, IMG 1580 : picture of bags taken from garage thrown in family and rummaged.. ( cheque books missing) IMG 1579 : Downstairs room rummaged ( watches stolen) IMG 1646: picture of empty watch boxes upstairs)2. I do not have any paperwork from the assigned contracted who is supposed to do the work. I have an estimate. 3. A police report was filed immediately. Report number [redacted]
Regards,
[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted] regarding the above noted file. As Senior Analyst, Customer Resolution & Response Team, I have reviewed this file and would like to address Mr. [redacted]’s concerns.Mr. [redacted] called Nationwide Sales Solutions...
(NSS) on November 17, 2016 to get a commercial policy for his nail salon. At the time, the sales agent advised Mr. [redacted] that Nationwide would be able to cover his nail salon. The sales agent then bound a commercial policy with Mr. [redacted]’s consent.On November 30, 2016, Nationwide mailed a cancellation notice to Mr. [redacted] stating that his policy was ineligible for coverage and would be effective until January 10, 2017. Additionally, on this date the sales agent emailed Mr. [redacted] to advise him his commercial policy would be cancelled. The sales agent apologized, explained he mistakenly referenced the incorrect forms at the time the policy was set up and stated Nationwide no longer offers insurance for nail salons.I verified with our underwriters that Nationwide has not offered insurance for nail salons for several years now and feedback has been sent to the leadership of the sales agent.On December 29, 2016, Nationwide issued a refund for $15.00. Mr. [redacted]’s down payment would have covered him until January 17, 2017. The policy was cancelled effective January 10, 2017 which resulted in a refund of $15.00. Since Mr. [redacted] contacted his bank and disputed the November 17, 2016 down payment for $117.00, the refund was stop paid and applied to the billing account. The collection amount for $102.00 is valid for the coverage that was provided from November 17, 2016 to January 10, 2017.On April 4, 2017 Mr. [redacted] responded to the sales agent’s email from November 30, 2016 and stated he received a letter from a collection agency in the amount of $102.00. Mr. [redacted] then stated he did not understand why he was receiving a bill for a policy that was never covered by Nationwide. Mr. [redacted] asked the sales agent to take care of it as soon as possible and asked why he never received a refund for his two month down payment of $117.00.On April 4, 2017 the sales agent replied to Mr. [redacted] and explained the $102.00 collection amountwas due to the fact Mr. [redacted] contacted his bank after the original transaction to decline the original$117.00 down payment. The sales agent referenced Mr. [redacted]’s cancellation notice and explainedthe notice states Mr. [redacted] had coverage through January 10, 2017. The sales agent thenexplained since Nationwide offered coverage through January 10, 2017, we are requiring the originaldown payment that was taken, hence the collection amount of $102.00.If Mr. [redacted] completes the attached Policy Cancellation Form and includes the cancellationeffective date as November 17, 2016 then we can adjust the cancellation date of the policy and clearthe collection amount that is owed. Mr. [redacted] can fax the completed form to ###-###-#### forprocessing.We sincerely apologize to Mr. [redacted] for the inconvenience. I hope the information that I haveprovided has answered any questions in regards to this matter. If you require further assistance,please contact our [redacted], Janice K[redacted], at ###-###-#### or by emailat [redacted]Sincerely,Stacy L. T[redacted]
The
policy for [redacted] was renewed on February 12, 2016 for $1,174.62. The previous premium on her policy was
$786.12. There was a general rate
increase that was included in the renewal premium. The member increased the
dwelling coverage by about $10,000. Due to...
the recent claim, the “Claims Free
Discount” was also removed from the policy. All of these factors attributed to the
increased renewal premium.
Please
accept my apologies if you feel that any representative treated you in a manner
that was less then professional.
Please
do not hesitate to contact me, should you have any additional questions.
Sincerely,
Carol
G[redacted]
To whom it may concern: This letter is in response to the complaint filed with your agency by [redacted] regarding the homeowner policy of [redacted]. Our records indicate the policy was written with an effective date of May 25, 2008. The policy was cancelled on January 20,...
2017, with an effective date of January 14, 2017, at the request of the Member. Nationwide received a signed cancellation request for the policy on January 18, 2017, with an effective date listed for the cancellation of January 14, 2017. Nationwide completed the cancellation of the policy on January 20, 2017. A refund of $93.00 calculated on the cancelled policy on January 23, 2017. The refund was issued on January 24, 2017 to [redacted], Apt [redacted], Vienna, VA 22182. The check has yet to be cashed. Nationwide will stop the payment of the original refund and reissue a second check. If the address for the refund should be different from the one listed above, please advise. In addition to the issue noted above with regard to the premium reimbursement, Mrs. [redacted] also noted that a claim was still pending with Nationwide from a loss that occurred on 6/8/16.In that loss, a large bathroom mirror had fallen from the wall in the [redacted]’s apartment and caused $800 in damages to personal property. Nationwide had processed this loss as a 1st party claim and settled with the [redacted]’s for $550 as their $250 Homeowner policy deductible in effect for their residence was applied to the final settlement. The [redacted]’s unit Apartment [redacted] bathroom had been remodeled in January 2015 and it was apparent from this June 2016 loss that the bathroom mirror had not been properly secured to the wall at the time of the remodeling. Based on this finding under strict liability, we submitted a subrogation demand to the [redacted]’s building owner, DBA “The [redacted]” and requested 100% reimbursement of the personal property damage and included the [redacted]’s deductible in this $800.00 demand. A representative of the building management group named [redacted], initially communicated that the building owner would be reimbursing Nationwide for these damages, but after several months of contact with building management there are yet to be a payment received by Nationwide. We can completely understand the [redacted]’s frustration with the delays in reimbursement of their $250 deductible and since we have had no cooperation from the building owner to date we have recently decided to elevate this recovery pursuit to a dedicated collections entity (handling matter at this time) to prompt final resolution of this pending recovery pursuit against [redacted] ownership. If you should have any other requests or questions, please do not hesitate to contact us. Sincerely, Colleen F[redacted], Senior AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseNationwide
This letter is in response to your inquiry and the complaint filed by [redacted]. In his letter, Mr. [redacted] stated that his claim was incorrectly denied and is seeking reimbursement for $215.00 in damages sustained. I have reviewed the loss and respond accordingly. [redacted] is...
insured with Titan Insurance, a Nationwide company. An employee for [redacted] was operating a commercial cement truck and Mr. [redacted] was operating a Dodge Caravan, owned by [redacted] Rental, at the time of loss. Mr. [redacted] advised that the loss occurred while both vehicles were traveling on highway 288 in Humble, TX on or about July 30, 2016. Mr. [redacted] stated stone and debris came from our insured’s vehicle and struck his windshield, resulting in damage. [redacted] has denied involvement in the loss. Mr. [redacted] obtained information for [redacted] off of the truck. Our insured was not notified at the time of loss or stopped at the scene of loss. Although Mr. [redacted] contacted local authorities, they did not respond and a report was not filed at the scene. [redacted] was contacted by phone and letter by Mr. [redacted] after the alleged incident. There was no other independent witness or way to verify that our insured was involved in the loss or legally liable for an unsecured load. In addition, there was no way to confirm if Mr. [redacted]’s damages were sustained due to road hazard. The first notification of the loss was reported to Titan Insurance, a Nationwide company, on November 19, 2016. The liability decision was finalized and communicated on November 30, 2016. Mr. [redacted] was advised of the liability decision verbally and in writing. Our obligation is to pay only claims for which our insured is legally liable for. Based on the information we obtained, there was not independent evidence to show that [redacted] was involved in this incident or that they were liable for damages sustained to Mr. [redacted]’s rental vehicle. Based on this, we respectfully denied liability for any an all claims. Should Mr. [redacted] provide additional information not already considered, we can review our decision. If you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Charity W[redacted] or by email at [redacted]@nationwide.com. Sincerely,Todd G[redacted]
Please accept this letter in response to Mr. [redacted]’s concerns submittedto the Revdex.com regarding the processing time of the fullwithdrawal on his contract. I hope you’ll find this information helpful inaddressing his concerns.Policy detailsComplainant: [redacted]Owner: [redacted]...
[redacted]Policy number: [redacted]NAIC code: 66869Complaint Number: [redacted]What we foundI have enclosed the withdrawal form submitted by [redacted] onJuly 27, 2105 at 2:24 p.m. We processed this on the same day of July27, 2015 in the gross amount of $44,667.70.Mr. [redacted] incurred a Contingent Deferred Sales Charge (CDSC) in theamount of $1500., therefore the net amount equaled $43,167.70. He didacknowledge the CDSC on page three of the withdrawal form before itwas processed.We did listen to the calls referenced in the complaint on July 27, 2015 at9:49 a.m. and 1:49 p.m.. On the 9:49 a.m. call, we stated Mr. [redacted]would get the market value as of close that day if we receive thewithdrawal form by 4:00 pm Eastern. On the call at 1:49 p.m., Mr.[redacted] did state he would get $45,000. minus $1500. in CDSC,however our representative informed him the withdrawal would be basedon the contract value as of the market close that day as opposed to theprevious day’s close.Unfortunately we can’t honor Mr. [redacted]’s request to compensate himfor the market value difference between July 26, 2015 and July 27, 2015in the amount of $845. since we processed this transaction correctly. If you have any further questions or concerns, please feel free to contact ErinM[redacted] via telephone at ###-###-####, option *, extension [redacted] or viaemail at [redacted]Sincerely,Robert W[redacted]
I asked the representative multiple times am I going to have to come out of pocket for anything this includes the $450.00 that I had to come up with to make a remaining payment with the $1050.00 that State Farm sent me. They can argue all they want that the situation has been rectified but in fact has not. I was told multiple times that I wouldn't have to come out of pocket for anything and it would be taken care of. Now either it should've been just that or if the representative didn't know what he was talking about then he should've asked someone else to explain it better. He also told me that the mechanic shop would cut me a check and that was in fact wrong. So if the $450.00 can't be replaced then they can compensate me for not paying my insurance for two months for taking me this ordeal. I would've thought that since I have been a loyal customer for almost ten years that Nationwide would take better care of their people and not take them through this stress and pain after an accident and want to resolve the issue best as possible. But no you wanna point the finger and not own up to your mistakes. What a way to be on the customer side. You should change your slogan because it is indeed incorrect.
Dear Ms. [redacted] This letter is in regards to above matter concerning the repairs done to Mr. and Mrs. [redacted]’s home. Mr. and Mrs. [redacted] filed a claim on January 18, 2016 after a water supply line burst in the ceiling. This burst supply line caused water damage to the...
structure and contents. When filing the claim, our member was offered emergency services to address any immediate mitigation needs. Mr. and Mrs. [redacted] accepted the emergency services and a mitigation contractor [redacted] was dispatched immediately. They were on-site January 18, 2016 starting mitigation efforts. Michael E[redacted] was assigned as the handling claims adjuster. Mr. E[redacted] made contact with Mr. and Mrs. [redacted] shortly after being assigned the claim. Once the mitigation was complete, Mr. and Mrs. [redacted] agreed to have [redacted] complete the necessary insurance related repairs and signed a contract with [redacted]. The claims adjuster Michael E[redacted], wrote an estimate of repairs. Both Mr. and Mrs. [redacted] and [redacted] were provided copies of the estimate and the repairs were authorized to start. The scope of work was agreed to by all parties. [redacted] then worked with Mr. and Mrs. [redacted] on selections, and the repairs moved forward. Mr. and Mrs. [redacted] contacted me with quality concerns and also has accused [redacted] of doing “shoddy” work. Nationwide Insurance Company provides a 5 year Limited Workmanship Guarantee on the estimated repairs completed by a program vendor, which [redacted] is. I inspected the home within days of getting my first call from Mrs. [redacted]. Mrs. [redacted] had several concerns which I have highlighted below and have provided you with what was done to rectify the reported issues. I inspected the home a second time after the member presented additional concerns and continued to work with [redacted] and Mr. and Mrs. [redacted] to bring their concerns to resolution. Mrs. [redacted] accused [redacted] of damaging the stove. She believed that [redacted] caused dents on the stove when it was being moved. [redacted] was adamant that there were dents in this stove prior to the repair commencing. Mr. and Mrs. [redacted] purchased a stove that exceeded the agreed upon amount of $399.99 and Nationwide later agreed to pay the additional amount. [redacted] has agreed to replace the blinds in the front room or compensate the member for same. Mrs. [redacted]l advised that [redacted] damaged a lamp. [redacted] has agreed to repair or replace the lamp. Mrs. [redacted]l advised of various touch ups that were necessary with the paint. [redacted] added this to a punch list and took care of this shortly after our first meeting. Mrs. [redacted]l was unhappy with the way some of the base trim looked. I had [redacted] correct some of these small areas. Several of the gaps noted can be contributed to the concrete foundation which is not 100% level. I inspected the flooring and thought that the flooring replacement looked quite good. Mrs. [redacted]l was not happy with one of the seams in the carpet. Mrs. [redacted]l also had concerns with the quality of carpet in one of the rooms. This is the carpet that Mrs. [redacted]l had selected and was like kind, and quality to what they had prior to the loss. Mrs. [redacted]l advised that she was not happy with the cabinets and countertops that she had selected. I verified that the vendor installed exactly what they selected. The cabinet installation looked very good. Mr. and Mrs. [redacted]l approved the cabinets, finish, layout and the countertop. I asked [redacted] that they contact their cabinet representative to come out and inspect the issues that Mr. and Mrs. [redacted]l have with some minor blemishes. The cabinet representative replaced a shelf and also provided [redacted] with an additional molding. This was an extra, and at no charge to the insured. Mr. and Mrs. [redacted]l have some concerns with some minor imperfections in the drywall. [redacted] is more than happy to address these and do the additional touch ups to the paint. Mrs. [redacted]l has expressed concerns with the rear door closest at the point of origin. No damages or swelling of the wood were found to the door, after the mitigation was completed. Only paint was needed, due to discoloration. I discussed this with Mr. [redacted]l on my two visits and he agreed with me that the door functioned fine, and that it was just an older door. Several of the issues noted by Mrs. [redacted]l have been taken into consideration and the appropriate actions/payments have been made accordingly. The repairs made by [redacted] were of quality work and Nationwide has made accommodations’ to assist Mr. and Mrs. [redacted]l through the process and will continue to work with them to ensure their satisfaction. My review of the claim payments show that we have paid the loss properly. Mr. and Mrs. [redacted]l have not released all payments to [redacted] for services rendered. Nationwide Insurance Company provides a 5 year Limited Workmanship Guarantee on the estimated repairs completed by [redacted] and will continue to address any workmanship issues as presented. We have reached out to [redacted] regarding her current concerns. We will be meeting with Ms. [redacted] at her residence on Thursday, January 26, 2017 in order to complete a supplemental inspection. If you have any questions If you have any additional questions, please contact Customer Advocacy Coordinator Angela S[redacted] at ###-###-#### or [redacted] Sincerely, Stacey H[redacted]
Thank you for your recent inquiry regarding a complaint you received from Ms. [redacted]. I have reviewed this claim file and would like to address her concerns.The concern regarding the poor time serviceThis claim was filed on June 23, 2015, for a theft that occurred at the residence with all...
entries of the home sustaining damage from a break in. The handling adjuster made contact on June 25th when the claim was assigned to him to gather the facts of the loss. On June 27, 2015, the adjuster received pictures of the damages to the home and on July 2nd, received an estimate from Lowe’s. (The adjuster was also investigating the personal property that was stolen.) Once this was completed, he prepared an estimate for repairs on July 15, 2015. The adjuster, at this point, had not yet received the Power of Attorney to be able to speak with the relatives of our insured regarding the loss; this was received on August 5th. The additional information for the Lowe’s estimate was received on August 31st, and a message was left with the insured at that time.The first payment was issued on September 3, 2015.The concern regarding the unsatisfactory estimate…The estimate for the damages sustained in this loss was prepared based on the prices that were current in the area at the time of the loss. The estimated cost for the materials was in line, but there was a difference in labor cost. We did offer to have one of our preferred contractors in the area to come out, which they agreed to, but later cancelled. However, this claim has since been paid out on and is moving forward to conclusion with communication with the insured’s family.We hope this will resolve all pending concerns. However, if you should have any questions or wish to discuss the matter further, please feel free to call me.Sincerely,Christopher K[redacted]
[redacted]Nationwide has reviewed the concerns filed by Ms. [redacted] regarding the Auto policy,[redacted]gain. The information that was previously provided regarding the billing of thepolicy has been confirmed as accurate.When the policy was requested to be cancelled effective October 3, 2017, there was a remainingbalance of $1,452.58 on the billing account. When the policy was cancelled, the unearned premiumin the amount of $1,364.95 was removed from the billing account. This unearned premium was forthe period from October 3, 2017 through July 16, 2018 (since coverage was no longer providedeffective October 3, 2017. There was a remaining balance of $87.63.Because the policy’s cancellation (effective October 3, 2017) was not processed until October 11,2017, the automatic withdrawal from the bank account still went through on October 9, 2017. Apayment of $146.16 was drafted. This brought the remaining balance owed to -$58.53.The total premium owed for the renewal term that began on July 16, 2017, and was then pro-ratecancelled effective October 3, 2017 (including fees) was $380.95. The total amount that was paid toNationwide for the Insurance provided was $439.48.There was an overpayment of $58.53. A refund in the amount of $58.53 was sent to the bankaccount from which payment was automatically drafted. A refund check in the amount of $56.00 wasmailed to Ms. [redacted] as reimbursement for the two insufficient funds fees that were incurred due tothe draft from the bank account for the policy’s payment. No additional refund’s are owed to Ms.[redacted], as the $380.95 premium that was charged was valid.If you require further assistance, please contact me, Angela S[redacted] at ###-###-#### or by email at[redacted]Sincerely,George K[redacted]
Thank you for the response. While I do understand the banks procedure on holding my funds for 10days. I am still quite upset that I was never notified that my account would be closed until my paycheck was held. this place me in a very tight spot to be without a paycheck for 10days.
I am in receipt of your email to Nationwide dated August 18, 2015.
I am providing you with the following information:
· Cancellation Request Form
Mr. [redacted] started a quote online on June 29, 2015 and...
requested to be contacted. Our agent, Andrea A[redacted], contacted him to review the quote he started. Once the rate was finalized, Mr. [redacted] requested to start the policy. The agent set up the policy per Mr. [redacted]’s request. There is no requirement for a customer to e-sign or sign an application upfront to start the policy. This information would be emailed or mailed to member after the policy was set up. Mr. [redacted] was advised of this process.
Ms. A[redacted] received an email from Mr. [redacted] on July 8, 2015 at 7:18 PM. The email advised that he was maintaining his current insurance and requested to cancel his Nationwide policy. The agent responded to Mr. [redacted] on July 8, 2015, at 7:31 PM and advised we would need a signed cancellation form in order to complete his request. The agent advised the form would be sent via email within 3-5 business days and he could sign the form electronically. The agent let the member know to please contact her with any additional questions. She did not receive any additional correspondence from Mr. [redacted].
Review of our DocuSign system found the required Cancellation Request Form was emailed to Mr. [redacted], at [redacted], on July 8, 2015, at 8:36 PM. Unfortunately, the form was not reviewed or signed by Mr. [redacted]; 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, 2015. Once Mr. [redacted] signs, dates, and returns the form to Nationwide, policy [redacted] will be voided effective July 22, 2015, and a refund of $941.46 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]
We are in receipt of your correspondence dated May 11, 2017 regarding the concerns of our former policyholder, Ms. [redacted]. I would be happy to respond to Ms. [redacted] concerns on behalf of Nationwide Insurance.On December 5, 2016, Ms. [redacted] contacted the Personal Lines Service Center and...
requested to remove uninsured motorist coverage from her policy. During this call, Ms. [redacted] was advised that her bill due on December 8, 2016 would be $21.41. There was no discussion of cancelling the policy during this conversation.Upon review, with the removal of the uninsured motorist coverage from the policy, this only decreased the prior term by $4.16, which then adjusted the current bill due from $84.50 to $80.34. A payment of $80.34 was attempted to be drafted from Ms. [redacted] account on December 8, 2016, which prompted an additional call to the Personal Lines Service Center. The phone call was reviewed, and it was agreed to only accept a payment of $21.04, and to reimburse Ms. [redacted] for any bank fees she was charged due to this error.On December 26, 2016, Ms. [redacted] requested to cancel her policy. The required cancellation request form was received on December 29, 2016, and the policy was cancelled effective January 8, 2017. A final bill in the amount of $114.31 was issued for coverage provided up to the date of cancellation.Ms. [redacted] contacted the Personal Lines Service Center on January 18, 2017 to advise she had replacement coverage effective December 27, 2016. An additional cancellation request form was received, and on January 25, 2017, the policy cancellation effective date was adjusted to December 27, 2016.At this time, the final balance of $92.35 is owed to Nationwide Insurance for coverage provided up to the date of cancellation of December 27, 2016.If you require further assistance, please contact Joey L[redacted] at ###-###-#### or by email at [redacted].Sincerely,Tara P[redacted]Sr. Analyst
Thank you for reaching out to us to advise of your concerns. We have provided you with specific contact information to further assist with this matter.
I am writing in response to the above referenced claim filed by [redacted]. Ms. [redacted] has issues with the repair estimate written for her vehicle by Nationwide claims associate Catherine R[redacted].
On June 10, 2015, Nationwide claims associate, Catherine R[redacted], met with Ms....
[redacted] at her residence and wrote a damage estimate for her 2003 Pontiac Montana. Catherine reviewed the estimate with Ms. [redacted] and provided her with two copies. Catherine explained to Ms. [redacted] that one copy was for her and the other was to give to the repair shop of her choice. Catherine explained the repair and rental processes and that Ms. [redacted] will be provided a rental vehicle while her van is in the shop for repairs. Catherine told Ms. [redacted] that if the shop finds additional damage or cannot repair her vehicle properly based on the estimate, the shop would contact Catherine and it would be addressed as a supplement estimate. Catherine issued a check to Ms. [redacted] for the amount of the repair estimate.
Later that day, Ms. [redacted] went to [redacted] and asked Mr. [redacted] to write an estimate on her vehicle. After Mr. [redacted] wrote an estimate, Ms. [redacted] showed Catherine’s estimate to him. Mr. [redacted] explained the supplement process to Ms. [redacted] and that he has worked with Catherine previously and any additional repairs would be addressed. At no time did Catherine R[redacted] contact Mr. [redacted] to have him adjust his estimate as Ms. [redacted] alleges. Ms. [redacted] was not denied a rental vehicle. There is a note in the file by Enterprise Rent a Car employee, [redacted], on June 10, 2015 that Catherine R[redacted] set up a rental for Ms. [redacted]. It is Nationwide’s position that if [redacted] or any other shop finds additional damage to Ms. [redacted]’s Pontiac or cannot properly repair it based on Catherine’s estimate, they can contact her and Ms. [redacted]’s vehicle will be repaired to the condition it was in prior to the accident.
If you have any further questions please feel free to contact me.
Sincerely,
Mike M[redacted]
[redacted]
PH ###-###-####
E-mail: [redacted]
Thank you for your recent inquiry regarding correspondence you received from [redacted]. We are aware of Mr. [redacted]’s concerns and feel we have been diligent, respectful and professional in considering and addressing all. The cloths and shoes in question were cleaned with...
Mr. [redacted]’s consent by qualified, professional vendors with expertise in water and fire restoration. Upon completion, the [redacted]s questioned whether the items had been properly restored. We met the [redacted]s at the vendor location and inspected the items in question with them. There was not a consensus agreement between the parties regarding the articles in question. In an effort to resolve the matter, we had the [redacted]s select a sampling of items they felt were not properly restored and had them sent to the International Textile Analysis Laboratory for testing. They performed “chemical, Spectra-Light multi-spectrum tests (including ultra-violet light), high-powered microscopic examinations, colorfastness, stability, as well as other extensive and complete testing of all components”. All results and testing did not show “any water damage, mold or mildew, odor, chemicals, residues or foreign soils”. Furthermore, these tests revealed that the items tested did not exhibit any of the problems or concerns expressed by the [redacted]s, which were specifically that the items had “a change in appearance and were ruined”. The analysis found there was “no evidence of any local or dimensional changes.” The testing also found there was “no evidence of fabric weakening, fabric damage or texture change fading or discolorations associated with heat, water, smoke or professional cleaning”. They also opined that all the items tested had been “properly handled in restoration and is presently in the condition that it was in prior to any smoke exposure”. Their final conclusion for the items tested state they did not find any stains or residue or odor in the items tested from causes such as fire, fire suppression, water, smoke, special chemical odor- removal treatments or any other cleaning compounds”. They also found that the tests did not indicate the articles had been “shrunk, distorted, damaged, discolored or has any color or texture changes from exposure to smoke or any recent professional fire restoration care procedures”. These results were shared with the [redacted]s. The [redacted]'s are not in agreement with the results, but have not provided any physical evidence, or qualified analysis, to support their position. Mr. [redacted] has subsequently provided opinions by various other vendors and we have reviewed each and respectfully followed up on all. In short, the [redacted]s appear to simply desire to have items replaced despite the lack of evidence or qualified opinions to justify and support doing so. Mr. [redacted] also alleges Nationwide Mutual Fire Insurance Company has not “allowed for the replacement of our property without us supplementing the funds with barrowed money”. We disagree and deny we have not properly applied the [redacted]'s coverage in this case. Nationwide Mutual Fire Insurance Company has properly and promptly paid the [redacted]s per the provisions of their policy of insurance and will continue to do so. We strive to meet our customer’s needs and expectations while enforcing the terms and conditions of their contract. We also understand that despite our sincere efforts to assist, sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me. Thank you for bringing this matter to our attention. Sincerely, Shea S[redacted]
[redacted] Insurance Company received a Depertment of Insurance complaint regarding the sameconcerns. The issues have been addressed and resolved.Enclosed is a copy of the letter sent for your records.If you require further assistance in this matter, please contact our Customer Relations...
Coordinator, GerrieH[redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]@nationwide.com.
[redacted]
[redacted]
Hi this is the information I received from Nationwide...
Bank and I did all the work for them.When I called and spoke to [redacted] last Weds, I gave her the items in green to look up. She never got back to me about these issues at all. So here is all the info I have for you.
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.As advised in our original written response, and directly to Mrs. [redacted] on 03/24/2017 when she contacted the member service center, Mr. [redacted] can be removed from the policy once proof of other coverage from 10/19/2016 through 11/04/2016 is received. This is a company guideline to make sure our members do not experience a lapse in insurance coverage.If you require further assistance, please contact our [redacted], Lance R[redacted], at ###-###-#### or by email at [redacted]Sincerely,Jillian J[redacted]
Thank you for the opportunity to respond to Ms. [redacted]’ concerns regarding the increase in premium due to an accident dated May 14, 2014. Ms. [redacted] was added as a driver on May 2, 2016, at that time, the Auto Loss History Report provided by Lexis Nexis to Nationwide indicated the fault...
of the loss dated May 14, 2014 as “unknown or unreported”. Underwriting had requested a Letter of Experience (indicating fault in the accident) from Ms. [redacted] from her prior insurance carrier, in order to override the accident surcharge. The information was not received therefore, the surcharge would be applied on the November 27, 2016 renewal. Underwriting has received a corrected Auto Loss History Report on November 29, 2016, indicating the accident as Not at Fault, therefore the accident surcharge has been removed. The agent’s office was also contacted for feedback on this case. Upon receiving the complaint, they immediately left cell phone messages with both [redacted] and [redacted] did return their call, and spoke directly with Associate Agent, [redacted]. During that conversation, there were apologizes of any misunderstanding over the dropped call. When [redacted] offered to assist [redacted] with changing agencies if she preferred, [redacted] indicated that she was sorry that the complaint had even been filed, and had done so in the "heat of the moment". She also acknowledged all of the effort and steps that the agency had taken on their behalf, and was just happy that everything was getting resolved to her satisfaction. If you have any further questions or concerns, please contact our Customer Advocacy Coordinator, Barb D[redacted] at ###-###-#### or email at [redacted] Sincerely, Kristin M[redacted]
First;y: Concerning the Vehicle : It is not safe for me to be driving the same vehicle. The thieves from an organized crime group have all information of the vehicle, keys and remotes and additional information.The have the same keys that I have. Ms Little mentioned that I do not have to pay car insurance deductible since it is covered in my home insurance. Earlier Ms Tara said, I have to pay the deductible. Why is there a conflict among both the statements? Please note that the vehicle is my personal property. I have upto 400,000 coverage as per my agent. why am I being denied to use my coverage????Secondly on the House Invasion: 1. Today is Feb 17th 2016. It is almost one month since the burglary happened. The first adjuster (Mr Ernie) that came to the house was yesterday., Feb 16 2016. Ms Melanie G[redacted] has officially rejected damages that happened to the house. There were a broken pipe causing water leak, sprinkler damages, walls being torn with some kind of tool, doors being pushed around causing damage . The patio glass door which was a double glazed door shattered causing the ceiling and perpendicular wall to crack. There was a glass door that was broken. That area had to be secured. Insurance did not send anyone immediately. I had to ask [redacted] company to secure the door, so that rodents, rain, garbage may not enter the house. I had to stay at a cousins place until the bare minimum was fixed for me to move back. There were emergency contractors that I had to initiate to bring the house to the state that I could live in. Now I am being told Nationwide will not cover for the damages. She is claiming that if items were not stolen from the garage then the garage wall will not be fixed. ( Photos of the whole house have been emailed to her. ) There are witness that have claimed rummages all over the house including garage, restrooms, bedrooms. The whole house was gone through by the robbers. [redacted], Officer [redacted] husband are witnesses that items were rummaged in garage and rest of the house. IMG _1592 is of the closet in the master suite, IMG 1580 : picture of bags taken from garage thrown in family and rummaged.. ( cheque books missing) IMG 1579 : Downstairs room rummaged ( watches stolen) IMG 1646: picture of empty watch boxes upstairs)2. I do not have any paperwork from the assigned contracted who is supposed to do the work. I have an estimate. 3. A police report was filed immediately. Report number [redacted]
Regards,
[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted] regarding the above noted file. As Senior Analyst, Customer Resolution & Response Team, I have reviewed this file and would like to address Mr. [redacted]’s concerns.Mr. [redacted] called Nationwide Sales Solutions...
(NSS) on November 17, 2016 to get a commercial policy for his nail salon. At the time, the sales agent advised Mr. [redacted] that Nationwide would be able to cover his nail salon. The sales agent then bound a commercial policy with Mr. [redacted]’s consent.On November 30, 2016, Nationwide mailed a cancellation notice to Mr. [redacted] stating that his policy was ineligible for coverage and would be effective until January 10, 2017. Additionally, on this date the sales agent emailed Mr. [redacted] to advise him his commercial policy would be cancelled. The sales agent apologized, explained he mistakenly referenced the incorrect forms at the time the policy was set up and stated Nationwide no longer offers insurance for nail salons.I verified with our underwriters that Nationwide has not offered insurance for nail salons for several years now and feedback has been sent to the leadership of the sales agent.On December 29, 2016, Nationwide issued a refund for $15.00. Mr. [redacted]’s down payment would have covered him until January 17, 2017. The policy was cancelled effective January 10, 2017 which resulted in a refund of $15.00. Since Mr. [redacted] contacted his bank and disputed the November 17, 2016 down payment for $117.00, the refund was stop paid and applied to the billing account. The collection amount for $102.00 is valid for the coverage that was provided from November 17, 2016 to January 10, 2017.On April 4, 2017 Mr. [redacted] responded to the sales agent’s email from November 30, 2016 and stated he received a letter from a collection agency in the amount of $102.00. Mr. [redacted] then stated he did not understand why he was receiving a bill for a policy that was never covered by Nationwide. Mr. [redacted] asked the sales agent to take care of it as soon as possible and asked why he never received a refund for his two month down payment of $117.00.On April 4, 2017 the sales agent replied to Mr. [redacted] and explained the $102.00 collection amountwas due to the fact Mr. [redacted] contacted his bank after the original transaction to decline the original$117.00 down payment. The sales agent referenced Mr. [redacted]’s cancellation notice and explainedthe notice states Mr. [redacted] had coverage through January 10, 2017. The sales agent thenexplained since Nationwide offered coverage through January 10, 2017, we are requiring the originaldown payment that was taken, hence the collection amount of $102.00.If Mr. [redacted] completes the attached Policy Cancellation Form and includes the cancellationeffective date as November 17, 2016 then we can adjust the cancellation date of the policy and clearthe collection amount that is owed. Mr. [redacted] can fax the completed form to ###-###-#### forprocessing.We sincerely apologize to Mr. [redacted] for the inconvenience. I hope the information that I haveprovided has answered any questions in regards to this matter. If you require further assistance,please contact our [redacted], Janice K[redacted], at ###-###-#### or by emailat [redacted]Sincerely,Stacy L. T[redacted]
The
policy for [redacted] was renewed on February 12, 2016 for $1,174.62. The previous premium on her policy was
$786.12. There was a general rate
increase that was included in the renewal premium. The member increased the
dwelling coverage by about $10,000. Due to...
the recent claim, the “Claims Free
Discount” was also removed from the policy. All of these factors attributed to the
increased renewal premium.
Please
accept my apologies if you feel that any representative treated you in a manner
that was less then professional.
Please
do not hesitate to contact me, should you have any additional questions.
Sincerely,
Carol
G[redacted]
To whom it may concern: This letter is in response to the complaint filed with your agency by [redacted] regarding the homeowner policy of [redacted]. Our records indicate the policy was written with an effective date of May 25, 2008. The policy was cancelled on January 20,...
2017, with an effective date of January 14, 2017, at the request of the Member. Nationwide received a signed cancellation request for the policy on January 18, 2017, with an effective date listed for the cancellation of January 14, 2017. Nationwide completed the cancellation of the policy on January 20, 2017. A refund of $93.00 calculated on the cancelled policy on January 23, 2017. The refund was issued on January 24, 2017 to [redacted], Apt [redacted], Vienna, VA 22182. The check has yet to be cashed. Nationwide will stop the payment of the original refund and reissue a second check. If the address for the refund should be different from the one listed above, please advise. In addition to the issue noted above with regard to the premium reimbursement, Mrs. [redacted] also noted that a claim was still pending with Nationwide from a loss that occurred on 6/8/16.In that loss, a large bathroom mirror had fallen from the wall in the [redacted]’s apartment and caused $800 in damages to personal property. Nationwide had processed this loss as a 1st party claim and settled with the [redacted]’s for $550 as their $250 Homeowner policy deductible in effect for their residence was applied to the final settlement. The [redacted]’s unit Apartment [redacted] bathroom had been remodeled in January 2015 and it was apparent from this June 2016 loss that the bathroom mirror had not been properly secured to the wall at the time of the remodeling. Based on this finding under strict liability, we submitted a subrogation demand to the [redacted]’s building owner, DBA “The [redacted]” and requested 100% reimbursement of the personal property damage and included the [redacted]’s deductible in this $800.00 demand. A representative of the building management group named [redacted], initially communicated that the building owner would be reimbursing Nationwide for these damages, but after several months of contact with building management there are yet to be a payment received by Nationwide. We can completely understand the [redacted]’s frustration with the delays in reimbursement of their $250 deductible and since we have had no cooperation from the building owner to date we have recently decided to elevate this recovery pursuit to a dedicated collections entity (handling matter at this time) to prompt final resolution of this pending recovery pursuit against [redacted] ownership. If you should have any other requests or questions, please do not hesitate to contact us. Sincerely, Colleen F[redacted], Senior AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseNationwide
This letter is in response to your inquiry and the complaint filed by [redacted]. In his letter, Mr. [redacted] stated that his claim was incorrectly denied and is seeking reimbursement for $215.00 in damages sustained. I have reviewed the loss and respond accordingly. [redacted] is...
insured with Titan Insurance, a Nationwide company. An employee for [redacted] was operating a commercial cement truck and Mr. [redacted] was operating a Dodge Caravan, owned by [redacted] Rental, at the time of loss. Mr. [redacted] advised that the loss occurred while both vehicles were traveling on highway 288 in Humble, TX on or about July 30, 2016. Mr. [redacted] stated stone and debris came from our insured’s vehicle and struck his windshield, resulting in damage. [redacted] has denied involvement in the loss. Mr. [redacted] obtained information for [redacted] off of the truck. Our insured was not notified at the time of loss or stopped at the scene of loss. Although Mr. [redacted] contacted local authorities, they did not respond and a report was not filed at the scene. [redacted] was contacted by phone and letter by Mr. [redacted] after the alleged incident. There was no other independent witness or way to verify that our insured was involved in the loss or legally liable for an unsecured load. In addition, there was no way to confirm if Mr. [redacted]’s damages were sustained due to road hazard. The first notification of the loss was reported to Titan Insurance, a Nationwide company, on November 19, 2016. The liability decision was finalized and communicated on November 30, 2016. Mr. [redacted] was advised of the liability decision verbally and in writing. Our obligation is to pay only claims for which our insured is legally liable for. Based on the information we obtained, there was not independent evidence to show that [redacted] was involved in this incident or that they were liable for damages sustained to Mr. [redacted]’s rental vehicle. Based on this, we respectfully denied liability for any an all claims. Should Mr. [redacted] provide additional information not already considered, we can review our decision. If you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Charity W[redacted] or by email at [redacted]@nationwide.com. Sincerely,Todd G[redacted]
Please accept this letter in response to Mr. [redacted]’s concerns submittedto the Revdex.com regarding the processing time of the fullwithdrawal on his contract. I hope you’ll find this information helpful inaddressing his concerns.Policy detailsComplainant: [redacted]Owner: [redacted]...
[redacted]Policy number: [redacted]NAIC code: 66869Complaint Number: [redacted]What we foundI have enclosed the withdrawal form submitted by [redacted] onJuly 27, 2105 at 2:24 p.m. We processed this on the same day of July27, 2015 in the gross amount of $44,667.70.Mr. [redacted] incurred a Contingent Deferred Sales Charge (CDSC) in theamount of $1500., therefore the net amount equaled $43,167.70. He didacknowledge the CDSC on page three of the withdrawal form before itwas processed.We did listen to the calls referenced in the complaint on July 27, 2015 at9:49 a.m. and 1:49 p.m.. On the 9:49 a.m. call, we stated Mr. [redacted]would get the market value as of close that day if we receive thewithdrawal form by 4:00 pm Eastern. On the call at 1:49 p.m., Mr.[redacted] did state he would get $45,000. minus $1500. in CDSC,however our representative informed him the withdrawal would be basedon the contract value as of the market close that day as opposed to theprevious day’s close.Unfortunately we can’t honor Mr. [redacted]’s request to compensate himfor the market value difference between July 26, 2015 and July 27, 2015in the amount of $845. since we processed this transaction correctly. If you have any further questions or concerns, please feel free to contact ErinM[redacted] via telephone at ###-###-####, option *, extension [redacted] or viaemail at [redacted]Sincerely,Robert W[redacted]
I asked the representative multiple times am I going to have to come out of pocket for anything this includes the $450.00 that I had to come up with to make a remaining payment with the $1050.00 that State Farm sent me. They can argue all they want that the situation has been rectified but in fact has not. I was told multiple times that I wouldn't have to come out of pocket for anything and it would be taken care of. Now either it should've been just that or if the representative didn't know what he was talking about then he should've asked someone else to explain it better. He also told me that the mechanic shop would cut me a check and that was in fact wrong. So if the $450.00 can't be replaced then they can compensate me for not paying my insurance for two months for taking me this ordeal. I would've thought that since I have been a loyal customer for almost ten years that Nationwide would take better care of their people and not take them through this stress and pain after an accident and want to resolve the issue best as possible. But no you wanna point the finger and not own up to your mistakes. What a way to be on the customer side. You should change your slogan because it is indeed incorrect.
Dear Ms. [redacted] This letter is in regards to above matter concerning the repairs done to Mr. and Mrs. [redacted]’s home. Mr. and Mrs. [redacted] filed a claim on January 18, 2016 after a water supply line burst in the ceiling. This burst supply line caused water damage to the...
structure and contents. When filing the claim, our member was offered emergency services to address any immediate mitigation needs. Mr. and Mrs. [redacted] accepted the emergency services and a mitigation contractor [redacted] was dispatched immediately. They were on-site January 18, 2016 starting mitigation efforts. Michael E[redacted] was assigned as the handling claims adjuster. Mr. E[redacted] made contact with Mr. and Mrs. [redacted] shortly after being assigned the claim. Once the mitigation was complete, Mr. and Mrs. [redacted] agreed to have [redacted] complete the necessary insurance related repairs and signed a contract with [redacted]. The claims adjuster Michael E[redacted], wrote an estimate of repairs. Both Mr. and Mrs. [redacted] and [redacted] were provided copies of the estimate and the repairs were authorized to start. The scope of work was agreed to by all parties. [redacted] then worked with Mr. and Mrs. [redacted] on selections, and the repairs moved forward. Mr. and Mrs. [redacted] contacted me with quality concerns and also has accused [redacted] of doing “shoddy” work. Nationwide Insurance Company provides a 5 year Limited Workmanship Guarantee on the estimated repairs completed by a program vendor, which [redacted] is. I inspected the home within days of getting my first call from Mrs. [redacted]. Mrs. [redacted] had several concerns which I have highlighted below and have provided you with what was done to rectify the reported issues. I inspected the home a second time after the member presented additional concerns and continued to work with [redacted] and Mr. and Mrs. [redacted] to bring their concerns to resolution. Mrs. [redacted] accused [redacted] of damaging the stove. She believed that [redacted] caused dents on the stove when it was being moved. [redacted] was adamant that there were dents in this stove prior to the repair commencing. Mr. and Mrs. [redacted] purchased a stove that exceeded the agreed upon amount of $399.99 and Nationwide later agreed to pay the additional amount. [redacted] has agreed to replace the blinds in the front room or compensate the member for same. Mrs. [redacted]l advised that [redacted] damaged a lamp. [redacted] has agreed to repair or replace the lamp. Mrs. [redacted]l advised of various touch ups that were necessary with the paint. [redacted] added this to a punch list and took care of this shortly after our first meeting. Mrs. [redacted]l was unhappy with the way some of the base trim looked. I had [redacted] correct some of these small areas. Several of the gaps noted can be contributed to the concrete foundation which is not 100% level. I inspected the flooring and thought that the flooring replacement looked quite good. Mrs. [redacted]l was not happy with one of the seams in the carpet. Mrs. [redacted]l also had concerns with the quality of carpet in one of the rooms. This is the carpet that Mrs. [redacted]l had selected and was like kind, and quality to what they had prior to the loss. Mrs. [redacted]l advised that she was not happy with the cabinets and countertops that she had selected. I verified that the vendor installed exactly what they selected. The cabinet installation looked very good. Mr. and Mrs. [redacted]l approved the cabinets, finish, layout and the countertop. I asked [redacted] that they contact their cabinet representative to come out and inspect the issues that Mr. and Mrs. [redacted]l have with some minor blemishes. The cabinet representative replaced a shelf and also provided [redacted] with an additional molding. This was an extra, and at no charge to the insured. Mr. and Mrs. [redacted]l have some concerns with some minor imperfections in the drywall. [redacted] is more than happy to address these and do the additional touch ups to the paint. Mrs. [redacted]l has expressed concerns with the rear door closest at the point of origin. No damages or swelling of the wood were found to the door, after the mitigation was completed. Only paint was needed, due to discoloration. I discussed this with Mr. [redacted]l on my two visits and he agreed with me that the door functioned fine, and that it was just an older door. Several of the issues noted by Mrs. [redacted]l have been taken into consideration and the appropriate actions/payments have been made accordingly. The repairs made by [redacted] were of quality work and Nationwide has made accommodations’ to assist Mr. and Mrs. [redacted]l through the process and will continue to work with them to ensure their satisfaction. My review of the claim payments show that we have paid the loss properly. Mr. and Mrs. [redacted]l have not released all payments to [redacted] for services rendered. Nationwide Insurance Company provides a 5 year Limited Workmanship Guarantee on the estimated repairs completed by [redacted] and will continue to address any workmanship issues as presented. We have reached out to [redacted] regarding her current concerns. We will be meeting with Ms. [redacted] at her residence on Thursday, January 26, 2017 in order to complete a supplemental inspection. If you have any questions If you have any additional questions, please contact Customer Advocacy Coordinator Angela S[redacted] at ###-###-#### or [redacted] Sincerely, Stacey H[redacted]