Please accept this letter as a formal response to your recent inquiry regarding your City of [redacted] PEHP-Z plan, administered by Nationwide Retirement Solutions. I appreciate the opportunity to address your concerns.Each time a monthly reimbursement update is requested, a new PEHP claim form...
and supporting documentation for each premium must be submitted together. Your documentation was received in two separate transactions, causing the premium update to not be processed. I apologize for this, as we had in fact received all necessary documentation at the time of your last phone call with our representatives. As of March 22, 2016, your monthly insurance reimbursement has been updated to reflect both your dental and medical insurance premiums, at total of $175.95. This will be reflected beginning with your March reimbursement, which has an effective date of March 24, 2016.I sincerely apologize for any inconvenience this has caused you. If you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 8:00 a.m. and 5:00 p.m. Eastern time. If calling after hours you may reach me on my cell phone at ###-###-####.Sincerely,Dana C[redacted]NF Tech Operations ManagerNationwide Retirement Solutions
Thank you for the opportunity to respond to Mr. S[redacted]’s additional inquiry.We have addressed Mr. S[redacted]’s repair concerns; these matters have been resolved to Mr. S[redacted]’s satisfaction.We had a third party, independent appraiser inspect Mr. S[redacted]’s vehicle for his diminished value claim. The appraiser assessed Mr. S[redacted]’s diminished value loss to be $1,000.00. A copy of this report was emailed to Mr. S[redacted] on November 13, 2015. Mr. S[redacted] informed the claims associate that he would be willing to settle for $1,600.00. Nationwide as extended a final offer, $1,300.00; Mr. S[redacted] has rejected this. We will not be extending any additional diminished value offers.We trust 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,Paul G[redacted]
My car didn't have any damages in the back end of the vehicle. The tow company did the damages why should I be responsible for damages they made to my car. This is very unfair cause nationwide should had been on my side how they advertise but wants to me to deal with this then why have an insurance company if they are not going to do there job. My car was under there responsibility when the tow compomy pick it up! Why would I put myself in a situation like this is has been the worst experience ever it's bad enough my car was hit by s drunk driver who did a hit and run!
Regards, [redacted]
Dear Ms. [redacted]:This is in response to the complaint received from Ms. [redacted] regarding her auto policy.The policy was written with an inception date of July 16, 2016 and a full-term premium of $2,597.06. The policy effective dates were from July 16, 2016 to July 16, 2017. The billing account...
was setup for the bills to be sent by e-mail electronically per Ms. [redacted]’s request, using the e-mail address of [email protected], instead of being sent by mail.Nationwide Personal Lines Services (Service) was contacted by Ms. [redacted] on August 15, 2016 due to a bill not being received. No bill was sent for an August due date. The first bill was sent via e-mail, to the address provided, on August 23, 2016 for the September 16, 2016 due date with a minimum due of $243.90. Service was contacted again on September 15, 2016, and Ms. [redacted] had advised that she had not received the bill. The Customer Service Representative verified the e-mail address on file was correct, and Ms. [redacted] advised that she did not have anything in her spam/junk e-mail folder. A payment was received for $243.90 on September 17, 2016 to pay that invoice.On September 22, 2016, Ms. [redacted] spoke to a representative from Nationwide’s Escalations department. Ms. [redacted] had again advised that no bills had been received via e-mail. The Escalations representative again verified that the e-mail on file was correct and submitted a request to Nationwide’s Information Technology (IT) department to investigate the issue and an e-mail was sent to confirm this was done. An e-mail was received from Ms. [redacted] by the Escalations representative later on September 22, 2016, stating that she did receive the October bill via e-mail. The response from IT was that the bills were sent to the e-mail on file for September and October as designed, but they could not determine why Ms. [redacted] may not have received the bill for September.On October 8, 2016, Ms. [redacted] called Service and requested to cancel the auto policy and homeowner policy HNC [redacted]4. The Customer Service Representative provided the cancellation requirements and sent cancellation forms to Ms. [redacted] via e-mail. Both policies were cancelled effective October 7, 2016 per the signed written requests received. When the cancellations were processed on October 10 (auto) and October 11 (homeowner), this resulted in a credit of $148.99 for the homeowner policy and a balance owed of $143.55 for the auto policy, based upon the prior payments received compared to the balance owed for coverage provided on each policy.The request to have the credit for the homeowner policy applied to cover the balance owed on the auto policy was not completed prior to the refund being mailed for the homeowner policy. This resulted in a final bill and subsequent payment collection notice being sent for the auto policy for $143.55, since a payment was not received to pay the balance owed. The company acknowledges that the homeowner credit was not applied as requested, and due to the refund of $148.99 for the homeowner policy being cashed as of October 24, 2016, the refund could no longer be stopped and applied to cover the balance owed for the auto policy. Since this was premium owed for actual coverage provided for the auto policy, the remaining balance could not be waived. The balance for the auto policy remained due for $143.55 for coverage provided from July 16, 2016 to October 7, 2016, which was a total balance owed of $611.48, including installment fees, compared to total payments received for $467.93. This needed to be paid by December 4, 2016 to prevent the balance from being referred to Credit Collection Services (CCS).On December 6, 2016, since payment was not received, the balance of $143.55 was referred to CCS for additional collection activity. On December 22, 2016, CCS contacted the company to advise that Ms. [redacted] disputed the collection owed and advised the company that it had closed the collection account for the auto policy. Based upon the information received from CCS, the amount has been removed from collection status. If Ms. [redacted] does decide come back to Nationwide in the future, the amount would need to be paid, but there will be no further collection attempts.If you require further assistance, please contact our Customer Advocacy Coordinator, Janice Kleinhans, at ###-###-#### or by email at [email protected],Joel F[redacted]Sr. AnalystCustomer Response and Resolution###-###-####[redacted]@nationwide.com
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, 2015. Several attempts were made to obtain a cancellation request form. Since 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 policy. The 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 policy. Unfortunately, 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, 2015. The collection balance of $39.42 has been cleared and a refund of $80.28 has been mailed to the member at [redacted], Walnut, MS 38683.If you have any additional questions, please contact Sharon W[redacted] at w[redacted][email protected] or via phone at ###-###-####.Office of Customer Advocacy | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220
This letter is in response to the concerns filed by Ms. [redacted] regarding the change in premium forthe Auto policy. Roadside Assistance was added to the policy effective August 20, 2016 causing a$10.30 increase for the remainder of the term. This caused the bills to increase to $198.39....
Thisrepresents the $193.39 premium plus a $5.00 monthly installment fee.The policy application shows the premium $1,097.70; when the policy was fully processed thepremium was $1,139.60 which is a difference of $41.90. The Easy Pay discount had been applied atthe time the policy was written giving a credit of $30.00. Since the account did not qualify for the EasyPay discount, the system removed it during the discovery period. A manual credit has been applied tothe policy of $71.90 to off set the difference in the quoted premium and the discount given incorrectly.The Member called to advise Roadside Assistance should not have been added. RoadsideAssistance and the Easy Pay discount were removed causing an increase of $17.70. During review ofthe policy for the complaint two discounts were found to be applicable. Ms. [redacted] lives in thehome with another Nationwide Member making the policy eligible for Multicar discount and Ms.[redacted] holds a Tenant policy with Nationwide and the other Member, so this qualifies for theHome and Car discount. Both have been applied to the policy giving a credit of $233.80 being spreadout over the five remaining bills giving a credit of $46.76 on each bill. The current bill is $137.25 andthe future bills will be $141.68. The difference in the two bills is due to the $17.70 increase not beingapplied until the October bill.The phone call with the manager has been reviewed. He was unable to explain the rate change andreferred it on to Escalations. Feedback has been provided to all concerned regarding the change andthe handling of this call.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted], ###-###-#### or [redacted]Sincerely,Meg M[redacted]
I have read Mr.G[redacted]'s response, I wonder if all information is being relayed between all nationwide reps. There is no mention of the appraisal I received from my third party of $2,175.00 diminished value or any mention of verbal communication with rep. Monica F[redacted] of further negotiation. Her offer was $1,342.00 diminished value, plus $100.00 for loss of use of vehicle during transmission repairs. We also discussed a rental fee for a car at $99.90, during D&D evaluation of transmission issue dating back to 11/17/2014 ( it has taken that long to get resolution on damage!). In which she stated would be covered, as the car was needed for medical appointments resulting from the wreck. As in the fax I sent to B.B.B & Monica F[redacted], I would settle at the middle of both third party appraisals of between $1,000.00 and $2,175.00 at a total of $1,587.50 plus the $100.00 loss of use comp. and reimbursement of rental car expense. Monica stated she would take this to the table and get back to me. That was 11/19/2015. I had not heard from any nationwide rep. until this e-mail. There was NO mention of final offer as stated by Mr.G[redacted]! I will fax you a copy of rental car receipt for your records.Thank You,
[redacted]
February 21, 2017[redacted]Dear Ms. [redacted],This letter is in response to Mr. [redacted]’s complaint regarding the non payment cancellation of hisNationwide Auto policy, and the service he received when contacting our Service Center regardingthis matter.Mr. [redacted]’s account was set up on paperless billing statements. His billing statements are sent tothe email address on file, [redacted]. Cancellation notices are sent via US Mail inaccordance with the State Insurance Department.On December 9, 2016, a billing notice was emailed to the insured at [redacted] advising thata payment of $245.34 was due by January 16, 2017. Payment was not received, therefore a Notice ofCancellation was issued on January 20, 2017 stating that a payment of $260.34 (includes a $15.00late fee) must be received by February 5, 2017, or the policy will cancel effective February 6, 2017.No payment was received and the policy cancelled effective February 6, 2017 due to non payment ofpremium. Enclosed is a copy of the Billing Notice, Notice of Cancellation, and Proof of Mailing foryour review.Mr. [redacted] states in his complaint that his last day to pay was February 9, 2017. A review of ourrecords show we have no bill or documentation in our system to show February 9th as the last day topay.Mr. [redacted] has expressed concerns regarding his service experience. We have reviewed Mr.[redacted]’s call to Nationwide’s Service Department to verify what had occurred. We have found thatMr. [redacted] contacted our Service department on February 8, 2017 to dispute the cancellation for nonpayment. Mr. [redacted] stated that the notice he received advised that he had until February 9, 2017 tomake the payment. The Service Associate pulled the bill that was issued, in addition to thecancellation notice, and advised the insured that according to Nationwide’s document file, thecancellation notice advised the premium must be paid by February 5, 2017 to maintain coverage.The associate also stated that if the insured could provide a copy of the document he received tosupport his statement, we would honor a misprint and reverse the cancellation. Furthermore, theassociate offered to have the insured send it to them directly so that they could handle it for him. Theinsured stated he was out of town at the time and would not be able to obtain that statement until alater date. He was concerned about driving without insurance in the mean time. The Associateinformed him that Nationwide could rewrite a new policy, but that providing the statement would beOffice of Customer Advocacy | [redacted] [redacted]the only way that we could make an exception to reverse the cancelled policy. At this moment, theinsured requested a Supervisor. The associate recommended our Escalation Team, placed theinsured on hold, and called the Escalation Team for their review. The Associate was unable to reacha member of that team. After reaching their voicemail, the hold continued for approximately two andhalf minutes. After this, the associate came back on the line to advise that they had their Supervisorreview it. The Supervisor declined a reinstatement unless the insured would provide a copy of thewarning notice the insured states had a later date listed as the last date to pay.Currently, Nationwide has to concur with our original decision. All documentation in our files showsthat we advised payment must be received by February 5, 2017. If Mr. [redacted] would provide us acopy of the bill which he states said February 9, 2017 as the last date to pay, we would honor it andreverse the cancellation. If that documentation cannot be provided, then the cancellation wouldstand.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted],at ###-###-#### or by email at [redacted].Sincerely,[redacted]Nationwide###-###-####[redacted]Enclosures: January 2017 BillNotice of CancellationProof of Mailing
This letter is in response to the complaint filed with your agency by [redacted] regarding policy [redacted]. On February 9, 2016 a refund was issued to [redacted] in the amount of $386.44 for unearned premium paid on cancelled policy [redacted]....
This refund was issued under check number [redacted]. On February 26, 2016 the refund check number [redacted] was cashed. A copy of the cashed refund check has been included. On May 9, 2016 a second attempt was made to cash refund check number [redacted]. The request was not honored as it had been cashed previously on February 26, 2016. A copy of the refund check from the second attempt has also been included. Per a conversation I had with [redacted] on May 23, 2016, the insured advised that he was able to locate where he deposited the refund check in a [redacted] checking account in February of 2016. As the member was able to locate where he cashed the refund check, no further action was taken. If you require further assistance, please contact our [redacted], Phillis H[redacted], at ###-###-#### or by email at [redacted] Sincerely, Stephen Y[redacted]
I saw numerous lies in the explanation. I was not told about me having to register for the paperless billing until I called the first time I noticed the spike in my bill. I also did not agree with the changed rate of psy. I feel like I am being bamboozled into a trick bag with Nationwide. There was an agent that admitted it was an error on your end in the beginning of my policy and that error was not due to me it was due to your agent,system, or whoever error. So I do feel like I should not be penalized due to an error I had no part in. Y payments started at one rate and then Nationwde decided to spike it up. Which is not exceptable. Especially if the error was atno fault of my own. I have called on numerous occassions due to Nationwide trying to spike up my payment. Not exceptable or fair.
Regards, [redacted]
I am responding to a Revdex.com of Columbus Ohio complaint received on October 21, 2015. The customer filed the following complaint: Re: Case # [redacted]
The date of loss for this claim was April 23, 2015. The Customer is a third party to the claim reported. Georgia...
statutes require all insurance companies to conduct reviews for the possibility of diminished value for all 1st party losses and provide notice of same. The Customer has a policy with another company therefore the statue would not apply on this policy. Third party reviews are conducted upon request. The Customer requested a review for diminished value on June 12, 2015. Nationwide contacted her immediately and advised her by phone and in writing that we would need proof of ownership and all information regarding any prior claims to her vehicle in order to proceed with the claim. The Customer did not respond to our requests until September 9, 2015 when proof of ownership was received in our office. Nationwide asked for the prior loss information regarding losses from 03/29/2015 and 03/30/2015 and made an offer of $555.63 based on the information provided and discovered. The Customer advised that she would be hiring an attorney after the offer was provided to her. Nationwide inquired about her representation so we could discuss this matter with her attorney and The Customer ended the call.
At no time did Nationwide ask for any tax documents or anything other than proof of ownership and prior claims information.
Nationwide will continue to attempt to reach an agreement for the diminished value and continue to work towards resolution.
A new adjuster has been assigned to this customer and the claim has been resolved.
Sincerely Yours,
Angie T[redacted]
###-###-####
Thank you for the opportunity to respond to Mr. [redacted] additional concerns regarding the above referenced auto policy.Please review the summary of the recorded call listed below:April 1, 2017 [redacted]-Hey I was just calling to check status on my policy I guess they were trying to cancel it and wanted to see where they are at with the documents I sent over. [redacted]- Verifies privacy, Bare with me just one second to get caught up on the situation [redacted]- Sure [redacted]-Ok so um what I understand we are trying to figure out how long [redacted] has been out of the country. [redacted]-So the issue is she left out of the country, we are married right she has come back but living at a different location we are separated but are still together, legally married right and uh we are living at 2 different locations she is back in the country now she is not leaving any time maybe a month or 2 beyond the fact I am trying to figure out what we need to do in a way this is frustrating they are making a big deal over something small right. Even if they need to put her on there temporarily so my policy isn’t cancelled it is a $10-$20 increase I could care less I think it is a petty issue to be talking about this right if I had an accident or bad driving it would be different. [redacted]- Well it is a different situation when there is a marriage involved we require having a spouse on the policy from there if you get separated or divorced right we would need a letter from her stating it was ok to remove her from the policy [redacted]- Can you hold on one second. Alright can you hear me better now even though we are not in the same household it is still causing an issue. [redacted]- Yes it is how a married couple gets treated they both are named insured you have equal rights to the policy it is not just one saying the other should be removed because the other one has the equal rights. So that is why we require the letter and proof of insurance to remove the spouse I understand it is a minor issue but um I am trying to see what is the best way to get this taken care of right We don’t have [redacted]’s information right Yeah we do we have a Driver License information. [redacted]- Yeah she even has all the information she has coverage on her vehicle at the different address, [redacted]- I would be able to speak to the Underwriter tell them that until you are able to letter of consent proof of insurance add her would that be ok to keep the policy active. [redacted]- Yeah I just don’t want to be stopped and not have coverage. [redacted] – Let me try to get in touch with an Underwriter I can not promise I will not get in touch with one right now. [redacted]- What do I need to get from her [redacted]- If you get proof of insurance with the different address and a letter of consent to remove The car isn’t titled toher is it [redacted]- No it is titled to just me [redacted]- then the best thing is the proof of insurance[redacted]- This is the first time I had to deal with this [redacted] just asked for an exclusion form[redacted]- Just a letter of consent from her to remove her would work. [redacted]- She was out ofthe country and now she is back and we are separated. Do what you need to, to keep meinsured. [redacted]- If you don’t mind I can put you on a brief hold and try to reach out to themright now. (hold) Got Erica’s UW voicemail but didn’t leave a message Hello [redacted] thanksfor holding I tried reaching out but the UW has already left for the day. I can follow up with youtomorrow what is going on I am not in the office tomorrow but I can have someone follow upwith you tomorrow. [redacted]-Doesn’t my policy cancel tomorrow meaning I am not insured ortomorrow is the last day [redacted]- Tomorrow the policy cancels at 12:01 AM we are going to tryto get this policy brought back tomorrow I am going to send an email and I will have one of mycoworkers follow up with you tomorrow since I am not going to be in the office ok [redacted]- Iwonder if they tried to call me Do you know what the area code is over there? [redacted]-Overwhere [redacted]-where UW would call from [redacted]- UW doesn’t try to call out it would besomeone from the Service Center. [redacted]-what if someone else tried to call would it be an800 number [redacted]- Yeah we would have called from a number like that; I don’t see notes thatanyone tried to call back did you call earlier today [redacted]- Yeah it was like screw it let’s seeif he doesn’t call back and you know cancel that bad boy out. Plan B if I call back apply forinsurance again what is going to be the issue what can we not solve now to keep the policyfrom cancelling [redacted]-The only thing we would have to do to avoid any further issues is listher on the policy instead of excluding her until we can get one of the two things [redacted]- I amlost to why they didn’t just say we are adding when they didn’t have the documents instead ofexcluding her since we didn’t get the document. [redacted]- I wouldn’t be able to explain why[redacted]- I understand I used to be an Underwriter for loans I understand how they work. A lotof them is negligence I didn’t get the documents cancel this out. [redacted]- I hope that wouldn’tbe the case. [redacted]-You would hate we all have daily lives you have so much going on oopsanother policy cancelled they will be calling back. But let’s just hope we can figure this outtomorrow because honestly I think I will be escalating the issue tomorrow if I need to. Um Ithink um I think it is negligence and improper way to handle an insurance claim for someonethat document that was sent for a spouse I think it is a bad way to handle it for a payingcustomer right [redacted]- I Hope we are going to get this taken care of tomorrow if we can just letthe UW know you are willing to list her as a principal driver don’t think we will have an issuefrom there I really don’t [redacted]- We will see tomorrow if we um I mean You have done a lotyou are ok just hopefully the UW I will have to escalate at the UW end you did everything atyour disposal. [redacted]- Ok Anything else I can help you with [redacted]-No I will be calling in firstthing in the morning [redacted]- Let me see who comes in that early that we can call you backfirst. [redacted]- I don’t want to wait all day and the UW be out of the office again [redacted]- I don’tnormally come in until 10:30 in the morning which is still plenty of time to get in touch with anUW [redacted]- OK I can wait until noon but this needs taken care of tomorrow I have beenworking on this since Sunday and they just responded today saying they needed thedocuments [redacted]-we will give you a call tomorrow ok [redacted]-OKNationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as aprincipal driver based on Mr. [redacted] comments above. On April 2, 2015, our Member CareRepresentative contacted Mr. [redacted] 2 times to inform him that his policy had been activated withouta lapse in coverage, and Ms. [redacted] was rated as a principal driver. The Representative wasunable to reach Mr. [redacted] or leave a voicemail as it was full. Another attempt was made to contactMr. [redacted] on April 3, 2015 with the same result.Policy cancelled effective May 18, 2015 for non payment of premium. Collection notice in the amountof $98.45 was mailed to the customer on May 22, 2015.Nationwide is unable to remove the amount due of $98.45 on the policy, as Mr. [redacted] advised he would like to rate her as a principal driver until further information could be provided. Policy was activated and premium was not paid by Mr. [redacted], resulting in the cancellation for non payment of premium.If you have any further questions or concerns, please contact our Customer Relations Coordinator, Lance R[redacted], at ###-###-####, or email at [redacted]Sincerely,Kristin M[redacted]Personal Lines Compliance Specialist
[redacted]
Insured:[redacted]
Policy #: [redacted]
Company Name: Nationwide General Insurance Company
[redacted]
Inception date: May 7, 1986
Dear [redacted]
We regret that our rates were not competitive enough to keep [redacted] auto policy insured with us. [redacted] policy increases were a direct result of a rate increase in her area at each renewal.
The May 7, 2014 renewal generated with the term premium of $766.74. This was an overall increase of $13.12 from the previous renewal. This increase was due to a general rate increase. The November 7, 2014 renewal generated with the term premium of $806.91. This was an overall increase of $40.17 from the previous renewal. This increase was due to a general rate increase. The May 7, 2015 renewal generated with the term premium of $835.59. This was an overall increase of $28.68 from the previous renewal. This increase was due to a general rate increase.
[redacted] agent, Albert G[redacted], is sorry that the member is unhappy with her rates. He believes he took good care of her as a customer over the years. Unfortunately, [redacted] expressed to the agent that she does not wish to speak with him and advised him not to call her.
On August 6, 2015, [redacted] request cancelled her auto policy effective August 3, 2015. A refund was sent to her in the amount of $20.18. Our records indicate that she cashed the refund check on August 26, 2015.
We would like to personally express our regrets in losing [redacted] as a member and ask that should her situation change in the future, she will consider Nationwide to be “On Your Side” again.
If you require further assistance, please contact our Customer Relations Coordinator, Cathy D[redacted], at ###-###-#### or by email at [redacted].
Thank you for the opportunity to respond to Mr. [redacted] concerns regarding the above referenced auto policy.Review of the policy indicates it was written as new business on December 30, 2014. At the time of new business, [redacted], Mr. [redacted] wife, was listed as an excluded driver on...
the policy. The reason provided for the exclusion was she had left the country to care for family and never returned. Underwriting set the policy up for rejecting due to no signed exclusion form or valid reason for exclusion. The cancellation notice was mailed on March 19, 2015 with a cancel effective date of April 2, 2015.On March 29, 2015, Mr. [redacted] contacted our Member Care Services to inquire on the status of the policy. They indicated that the signed exclusion form was still needed for [redacted] prior to April 2, 2015 to avoid cancellation of the policy. He asked that the form be emailed to him in order to complete and send back.On April 1, 2015, Mr. [redacted] again contacted Nationwide Member Care Services, he advised that Ms. [redacted] was now back in the country, but not residing in the same household with him. On the same date he also called back to ask if she was able to be listed as a principal driver, and the policy reversed, until he was able to provide additional information.Nationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as a principal driver. On April 2, 2015, our Member Care Representative contacted Mr. [redacted] 2 times to inform him that his policy had been activated without a lapse in coverage, and Ms. [redacted] was rated as a principal driver. The representative was unable to reach Mr. [redacted] or leave a voicemail as it was full. Another attempt was made to contact Mr. [redacted] on April 3, 2015 with the same result.The policy cancelled effective May 18, 2015 for non payment of premium. Collection notice in the amount of $98.45 was mailed to the customer on May 22, 2015.A break down of the amount due is as follows:Auto policy [redacted] started December 30, 2014, with a six-month premium of $261.80. Therewas an increase of $6.60 to rate Ms. [redacted] as a driver effective April 2, 2015. Effective April2, 2015, the SmartRide discount was removed causing a $6.50 increase in premium. On April 7,2015, the Motor Vehicle Report was returned for Ms. [redacted] and the Accident Free discountwas removed effective April 2, 2015, causing a $41.00 increase. Only three payments were receivedon the policy December 31, 2014, $43.63, January 30, 2015, $43.63 and February 28, 2015, $44.29;totaling $131.55. The policy cancelled on May 18, 2015, for non-payment removing $88.50 inunearned premium; leaving a collection amount of $98.45.Nationwide is unable to remove the amount due of $98.45 on the policy, as Mr. [redacted] advised hewould like to rate her as a principal driver until further information could be provided. Policy wasactivated and premium was not paid by Mr. [redacted], resulting n the cancellation for non payment ofpremium.If you have any further questions or concerns, please contact our Customer Relations Coordinator,[redacted], at ###-###-####, or email at [redacted]Sincerely,Kristin MittasPersonal Lines Compliance Specialist
This
letter is in response to the inquiry received from your office on February 12,
Our
policyholders, [redacted] and [redacted]
[redacted], submitted a claim on January 22,
2016, for water damage to their master bathroom and master closet. We spoke to Mrs[redacted] on January 22,
2016, and she advised that there is a crack by the drain in the shower; she
further advised she had [redacted] Construction inspect the damage and the contractor
advised her that it appeared that water might have been leaking through the
crack for months and possibly for years.
We advised her that we would inspect the damage to determine coverage
We
retained the services of an independent adjuster, [redacted], to inspect
Mrand Mrs[redacted]'s home. Mr
[redacted] inspected the home on January 27, 2016. During the inspection, Mr[redacted]
confirmed the presence of several cracks in the tile grout around the shower
drain. He also confirmed the presence of
water damage due to repeated leakage and seepage to the sub floor and
insulation below the shower, as well as, water damage to the drywall and carpet
in the master closet
Based
on the inspection, we determined that we can extend coverage for the water
damage to the drywall and carpet in the master closet; however, the cost to
repair this damage is below the $1,policy deductible. This damage is eligible for coverage as the
damage to the drywall and carpeting does not show evidence of being due to
repeated leakage and seepage of water over an extended period of time
We
are, unfortunately, unable to provide coverage for the necessary repairs to the
sub floor and the insulation as the inspection revealed that these building
components have been damaged over time by the repeated leakage of water from
the cracks in the tile grout lines every time the shower is used. The sub floor shows evidence of repeated
staining and microbial growth. Under the
terms of the homeowner's policy that Mrand Mrs[redacted] have with Nationwide
Insurance Company of America, we cannot provide coverage for damage due to
repeated leakage and seepage from a plumbing system. Additionally, the policy excludes from
coverage damage due to mold or fungus unless the mold or fungus is due to a
covered cause of loss. In this instance,
the cause of the loss is specifically excluded from coverage
The
Homeowners Comprehensive Form policy (0100), pages through of 28,
states in part:
SECTION I
– PERILS INSURED AGAINST
THIS
SECTION ALSO CONTAINS EXCEPTIONS TO OR EXCLUSIONS FROM COVERAGE
We insure against risk of direct physical loss
to property described in Coverages A and
B and C
We do not insure, however, for loss:
A. Under Coverages A, B
and C:
1. Excluded
under SECTION I - EXCLUSIONS;
2. Caused by:
dConstant or repeated seepage or leakage of water or steam
over a period of weeks, months or years from within:
1) A plumbing, heating,
air conditioning or automatic fire protective sprinkler system or a household
appliance on the "residence premises"; or
2) A storm drain or water,
steam or sewer pipes off the "residence premises"
For purposes of this
provision, a plumbing system or household appliance does not include a sump,
sump pump or related equipment
or a roof drain, gutter, downspout or similar fixtures or equipment; or
e. Any of the following:
1) Wear and tear,
marring, deterioration;
2) Mechanical breakdown,
latent defect, inherent vice, or any quality in property that causes it to
damage or destroy itself;
3) Smog, rust or other
corrosion, fungi, fungus, mold, wet or dry rot;
4) Smoke from agricultural
smudging or industrial operations;
5) Discharge, dispersal,
seepage, migration, release or escape of pollutants unless the discharge,
dispersal, seepage, migration, release or escape is itself caused by a Peril
Insured Against under Coverage C of
this policy
"Pollutants" means any
solid, liquid, gaseous or thermal irritant or contaminant, including smoke,
vapor, soot, fumes, acids, alkalis, chemicals and waste. Chemicals include, but are not limited to,
petroleum, petroleum derivatives, petroleum synthetics and farm chemicals. Waste includes materials to be recycled,
reconditioned or reclaimed;
6) Settling, shrinking,
bulging or expansion, including resultant cracking, of bulkheads, pavements,
patios, footings, foundations, walls, floors, roofs or ceilings;
7) Birds,
vermin, rodents, insects or animals; or
8) Tree, shrub, or bush
roots
Exception to 2.e
Unless the loss is
otherwise excluded, we cover loss to property covered under Coverage A or B resulting from an accidental
discharge of overflow of water or
steam from within a:
Plumbing, heating, air
conditioning or automatic fire protective sprinkler system or household
appliance on the "residence premises".
This includes the cost to tear out and replace any part of a building,
or other structure, on the "residence premises", but only when necessary to
repair the system or applianceHowever, such tear out and replacement coverage only applies to other structures if
the water or steam causes actual damage to a building on the "residence
premises"
We do not cover loss to
the system or appliance from which this water or steam escaped
For purposes of this
provision, a plumbing system or household appliance does not include a sump,
sump pump or related equipment or a roof drain, gutter, downspout or similar
fixtures or equipment
SECTION I - EXCLUSION A.3. Water Damage, paragraphs aand cthat apply to surface water and water below the surface of the
ground do not apply to loss by water covered under Exception to 2.eabove
Under A.2.aand eabove, any ensuing loss to property described in Coverages A and B and C not precluded by
any other provision in this policy is covered
The Fungi or Bacteria
Endorsement (1201) provides the following:
FUNGI OR BACTERIA ENDORSEMENT
The limit of liability applies to the total of
all loss payable under this endorsement, regardless of the number of
"occurrences", the number of claims made, or the number of locations insured
under this endorsement and listed in this Schedule
SECTION I – PROPERTY
COVERAGES
E. ADDITIONAL COVERAGE
18.
"Fungi" or Bacteria
b. The coverage describe in 18.aonly applies when such loss or costs are a result of a Peril
Insured Against that occurs during the policy period and only if all reasonable
means were used to save and preserve the property from further damage at and
after the time the Peril Insured Against occurred
Unfortunately,
based on the policy provisions of Mrand Mrs[redacted]'s homeowner policy, we
are unable to assist them with all of the repairs needed in their bathroom
We have
spoken to Mrs[redacted] and have advised her of our coverage decision and the
reasons why coverage cannot be provided for the damage to her bathroom. Additionally, we have sent them a letter
explaining our coverage decision and providing the applicable policy language
for their review
If you
require further assistance in this matter, please contact our Customer Relations
Coordinator, [redacted], toll-free at ###-###-####, Extor by email at [redacted]@nationwide.com
I have reviewed the above reference complaint and would like to respond.Ms. [redacted] completed an application for insurance coverage with Nationwide Non-Standard at 6:54AM on April 18, 2016 under policy #[redacted]. Ms. [redacted] then filed a claim for a hit and runaccident that she advised occurred around...
10:00 AM on that same day. When Ms. [redacted] filed theclaim, the application for policy #[redacted] had not been approved or processed by our Underwritingdepartment. As the new policy was not in our system, the Customer Service representative filed theclaim under a policy Ms. [redacted] had with Nationwide in 2015, policy #[redacted].Claims adjuster [redacted] spoke with Ms. [redacted] less than two hours after the claim was filedand advised Ms. [redacted] that policy #[redacted] had cancelled effective May 5, 2015. At this time, Ms.[redacted] did not make any mention of a policy application for policy #[redacted] with Nationwide andstated to Ms. [redacted] that she had Allstate insurance. Ms. [redacted] advised for Ms. [redacted] to file theclaim with her Allstate policy since she was advised that policy was active at the time of loss.On April 19, 2016, the associate received an alert that there was a new policy, policy #[redacted]. Ms.[redacted] then called Ms. [redacted] to advise of the active policy and took a recorded statement inregards to the facts of loss. I reviewed the recorded statement and Ms. [redacted] asked all of theappropriate questions necessary to complete an investigation.On April 25, 2016, the payment to instate policy #[redacted] was returned for non-sufficient funds andpolicy #[redacted] was cancelled back to inception. I advised Ms. [redacted] that policy #[redacted] wascancelled back to inception and there was no coverage for this loss. Ms. [redacted] advised that whenshe was told policy #[redacted] was cancelled during her initial conversation with Ms. [redacted], shecalled her bank to stop the payment that she had made to instate policy #[redacted]. I explained toMs. [redacted] that she was not advised to stop the payment and in doing so, policy #[redacted]cancelled back to inception.In conclusion, our investigation revealed that there was no coverage for this date of loss under policy#[redacted] or policy #[redacted] and the claim was denied due to lack of coverage.If you require further assistance, please contact our [redacted], Lance R[redacted],at ###-###-#### or by email at [redacted].Sincerely,Dudley S[redacted]
An email was sent to Mr. [redacted] this morning. The appropriate department has been notified to remove his information from the "Do Not Call List". Thank you [redacted]
[redacted]Dear [redacted]:Thank you for contacting Nationwide to request that we...
add your phone number to our Do Not Call List.We have processed your request effective 11/04/2016, the date we received your notification.Our phone lists are prepared in advance, please allow approximately 30 days for your information to be completely removed from our lists. If you need additional help or have any questions, please contact me directly and reference Nationwide OCR Ref # [redacted] Sincerely,[redacted]Nationwide InsuranceCustomer Advocacy Coordinator
Standard vs non standard was not discussed. At no time during my acceptance of a new policy was I told that it would be covered with anyone other than Nationwide. Nationwide wrote the policy, my payments are being sent to Nationwide not Titan.
Regards,
[redacted]
This correspondence is in response to your inquiry on behalf of the above named insured regarding the delayed issuance of her automobile insurance policy. I have been in contact with the agent and his Sales Manager. They verified that the automobile insurance policy was bound effective June 7, 2016, along with the homeowner policy, but not released from the system at that time. When the insured contacted the agency on July 22, 2016, the policy was released that day with a current effective date. The policy is being reissued back to June 7, 2016 as the insured had requested. This is a multi day process, and with the holiday coming up, the insured may not receive a hard copy in the mail until after Thanksgiving. I will follow up and email the corrected declaration pages to the insured as soon as available. Thank you for this opportunity to review our handling. We sincerely regret the inconvenience to the insured as a result of our handling. If you require further information, please contact our Customer Advocacy Coordinator, Barb D[redacted], direct at ###-###-#### or by email at [redacted]. Sincerely, Mary K[redacted] CPCU CRM CIC AINS Consultant, Compliance – Personal Lines Phone: ###-###-#### Email address: [redacted]
Dear Ms. McLaughlin:
This letter is in response to the concerns filed by [redacted] regarding the returned item fee on his Nationwide Auto policy.
On January 18, 2016, Nationwide member, [redacted], was advised that we would accept a running bank statement as evidence of the...
funds being available on the payment date. We received that running bank statement on January 19, 2016, and have waived the fee. The matter has been corrected per Mr. [redacted]’s request.
Please accept this letter as a formal response to your recent inquiry regarding your City of [redacted] PEHP-Z plan, administered by Nationwide Retirement Solutions. I appreciate the opportunity to address your concerns.Each time a monthly reimbursement update is requested, a new PEHP claim form...
and supporting documentation for each premium must be submitted together. Your documentation was received in two separate transactions, causing the premium update to not be processed. I apologize for this, as we had in fact received all necessary documentation at the time of your last phone call with our representatives. As of March 22, 2016, your monthly insurance reimbursement has been updated to reflect both your dental and medical insurance premiums, at total of $175.95. This will be reflected beginning with your March reimbursement, which has an effective date of March 24, 2016.I sincerely apologize for any inconvenience this has caused you. If you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 8:00 a.m. and 5:00 p.m. Eastern time. If calling after hours you may reach me on my cell phone at ###-###-####.Sincerely,Dana C[redacted]NF Tech Operations ManagerNationwide Retirement Solutions
Thank you for the opportunity to respond to Mr. S[redacted]’s additional inquiry.We have addressed Mr. S[redacted]’s repair concerns; these matters have been resolved to Mr. S[redacted]’s satisfaction.We had a third party, independent appraiser inspect Mr. S[redacted]’s vehicle for his diminished value claim. The appraiser assessed Mr. S[redacted]’s diminished value loss to be $1,000.00. A copy of this report was emailed to Mr. S[redacted] on November 13, 2015. Mr. S[redacted] informed the claims associate that he would be willing to settle for $1,600.00. Nationwide as extended a final offer, $1,300.00; Mr. S[redacted] has rejected this. We will not be extending any additional diminished value offers.We trust 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,Paul G[redacted]
My car didn't have any damages in the back end of the vehicle. The tow company did the damages why should I be responsible for damages they made to my car. This is very unfair cause nationwide should had been on my side how they advertise but wants to me to deal with this then why have an insurance company if they are not going to do there job. My car was under there responsibility when the tow compomy pick it up! Why would I put myself in a situation like this is has been the worst experience ever it's bad enough my car was hit by s drunk driver who did a hit and run!
Regards, [redacted]
Dear Ms. [redacted]:This is in response to the complaint received from Ms. [redacted] regarding her auto policy.The policy was written with an inception date of July 16, 2016 and a full-term premium of $2,597.06. The policy effective dates were from July 16, 2016 to July 16, 2017. The billing account...
was setup for the bills to be sent by e-mail electronically per Ms. [redacted]’s request, using the e-mail address of [email protected], instead of being sent by mail.Nationwide Personal Lines Services (Service) was contacted by Ms. [redacted] on August 15, 2016 due to a bill not being received. No bill was sent for an August due date. The first bill was sent via e-mail, to the address provided, on August 23, 2016 for the September 16, 2016 due date with a minimum due of $243.90. Service was contacted again on September 15, 2016, and Ms. [redacted] had advised that she had not received the bill. The Customer Service Representative verified the e-mail address on file was correct, and Ms. [redacted] advised that she did not have anything in her spam/junk e-mail folder. A payment was received for $243.90 on September 17, 2016 to pay that invoice.On September 22, 2016, Ms. [redacted] spoke to a representative from Nationwide’s Escalations department. Ms. [redacted] had again advised that no bills had been received via e-mail. The Escalations representative again verified that the e-mail on file was correct and submitted a request to Nationwide’s Information Technology (IT) department to investigate the issue and an e-mail was sent to confirm this was done. An e-mail was received from Ms. [redacted] by the Escalations representative later on September 22, 2016, stating that she did receive the October bill via e-mail. The response from IT was that the bills were sent to the e-mail on file for September and October as designed, but they could not determine why Ms. [redacted] may not have received the bill for September.On October 8, 2016, Ms. [redacted] called Service and requested to cancel the auto policy and homeowner policy HNC [redacted]4. The Customer Service Representative provided the cancellation requirements and sent cancellation forms to Ms. [redacted] via e-mail. Both policies were cancelled effective October 7, 2016 per the signed written requests received. When the cancellations were processed on October 10 (auto) and October 11 (homeowner), this resulted in a credit of $148.99 for the homeowner policy and a balance owed of $143.55 for the auto policy, based upon the prior payments received compared to the balance owed for coverage provided on each policy.The request to have the credit for the homeowner policy applied to cover the balance owed on the auto policy was not completed prior to the refund being mailed for the homeowner policy. This resulted in a final bill and subsequent payment collection notice being sent for the auto policy for $143.55, since a payment was not received to pay the balance owed. The company acknowledges that the homeowner credit was not applied as requested, and due to the refund of $148.99 for the homeowner policy being cashed as of October 24, 2016, the refund could no longer be stopped and applied to cover the balance owed for the auto policy. Since this was premium owed for actual coverage provided for the auto policy, the remaining balance could not be waived. The balance for the auto policy remained due for $143.55 for coverage provided from July 16, 2016 to October 7, 2016, which was a total balance owed of $611.48, including installment fees, compared to total payments received for $467.93. This needed to be paid by December 4, 2016 to prevent the balance from being referred to Credit Collection Services (CCS).On December 6, 2016, since payment was not received, the balance of $143.55 was referred to CCS for additional collection activity. On December 22, 2016, CCS contacted the company to advise that Ms. [redacted] disputed the collection owed and advised the company that it had closed the collection account for the auto policy. Based upon the information received from CCS, the amount has been removed from collection status. If Ms. [redacted] does decide come back to Nationwide in the future, the amount would need to be paid, but there will be no further collection attempts.If you require further assistance, please contact our Customer Advocacy Coordinator, Janice Kleinhans, at ###-###-#### or by email at [email protected],Joel F[redacted]Sr. AnalystCustomer Response and Resolution###-###-####[redacted]@nationwide.com
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, 2015. Several attempts were made to obtain a cancellation request form. Since 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 policy. The 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 policy. Unfortunately, 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, 2015. The collection balance of $39.42 has been cleared and a refund of $80.28 has been mailed to the member at [redacted], Walnut, MS 38683.If you have any additional questions, please contact Sharon W[redacted] at w[redacted][email protected] or via phone at ###-###-####.Office of Customer Advocacy | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220
This letter is in response to the concerns filed by Ms. [redacted] regarding the change in premium forthe Auto policy. Roadside Assistance was added to the policy effective August 20, 2016 causing a$10.30 increase for the remainder of the term. This caused the bills to increase to $198.39....
Thisrepresents the $193.39 premium plus a $5.00 monthly installment fee.The policy application shows the premium $1,097.70; when the policy was fully processed thepremium was $1,139.60 which is a difference of $41.90. The Easy Pay discount had been applied atthe time the policy was written giving a credit of $30.00. Since the account did not qualify for the EasyPay discount, the system removed it during the discovery period. A manual credit has been applied tothe policy of $71.90 to off set the difference in the quoted premium and the discount given incorrectly.The Member called to advise Roadside Assistance should not have been added. RoadsideAssistance and the Easy Pay discount were removed causing an increase of $17.70. During review ofthe policy for the complaint two discounts were found to be applicable. Ms. [redacted] lives in thehome with another Nationwide Member making the policy eligible for Multicar discount and Ms.[redacted] holds a Tenant policy with Nationwide and the other Member, so this qualifies for theHome and Car discount. Both have been applied to the policy giving a credit of $233.80 being spreadout over the five remaining bills giving a credit of $46.76 on each bill. The current bill is $137.25 andthe future bills will be $141.68. The difference in the two bills is due to the $17.70 increase not beingapplied until the October bill.The phone call with the manager has been reviewed. He was unable to explain the rate change andreferred it on to Escalations. Feedback has been provided to all concerned regarding the change andthe handling of this call.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted], ###-###-#### or [redacted]Sincerely,Meg M[redacted]
I have read Mr.G[redacted]'s response, I wonder if all information is being relayed between all nationwide reps. There is no mention of the appraisal I received from my third party of $2,175.00 diminished value or any mention of verbal communication with rep. Monica F[redacted] of further negotiation. Her offer was $1,342.00 diminished value, plus $100.00 for loss of use of vehicle during transmission repairs. We also discussed a rental fee for a car at $99.90, during D&D evaluation of transmission issue dating back to 11/17/2014 ( it has taken that long to get resolution on damage!). In which she stated would be covered, as the car was needed for medical appointments resulting from the wreck. As in the fax I sent to B.B.B & Monica F[redacted], I would settle at the middle of both third party appraisals of between $1,000.00 and $2,175.00 at a total of $1,587.50 plus the $100.00 loss of use comp. and reimbursement of rental car expense. Monica stated she would take this to the table and get back to me. That was 11/19/2015. I had not heard from any nationwide rep. until this e-mail. There was NO mention of final offer as stated by Mr.G[redacted]! I will fax you a copy of rental car receipt for your records.Thank You,
[redacted]
February 21, 2017[redacted]Dear Ms. [redacted],This letter is in response to Mr. [redacted]’s complaint regarding the non payment cancellation of hisNationwide Auto policy, and the service he received when contacting our Service Center regardingthis matter.Mr. [redacted]’s account was set up on paperless billing statements. His billing statements are sent tothe email address on file, [redacted]. Cancellation notices are sent via US Mail inaccordance with the State Insurance Department.On December 9, 2016, a billing notice was emailed to the insured at [redacted] advising thata payment of $245.34 was due by January 16, 2017. Payment was not received, therefore a Notice ofCancellation was issued on January 20, 2017 stating that a payment of $260.34 (includes a $15.00late fee) must be received by February 5, 2017, or the policy will cancel effective February 6, 2017.No payment was received and the policy cancelled effective February 6, 2017 due to non payment ofpremium. Enclosed is a copy of the Billing Notice, Notice of Cancellation, and Proof of Mailing foryour review.Mr. [redacted] states in his complaint that his last day to pay was February 9, 2017. A review of ourrecords show we have no bill or documentation in our system to show February 9th as the last day topay.Mr. [redacted] has expressed concerns regarding his service experience. We have reviewed Mr.[redacted]’s call to Nationwide’s Service Department to verify what had occurred. We have found thatMr. [redacted] contacted our Service department on February 8, 2017 to dispute the cancellation for nonpayment. Mr. [redacted] stated that the notice he received advised that he had until February 9, 2017 tomake the payment. The Service Associate pulled the bill that was issued, in addition to thecancellation notice, and advised the insured that according to Nationwide’s document file, thecancellation notice advised the premium must be paid by February 5, 2017 to maintain coverage.The associate also stated that if the insured could provide a copy of the document he received tosupport his statement, we would honor a misprint and reverse the cancellation. Furthermore, theassociate offered to have the insured send it to them directly so that they could handle it for him. Theinsured stated he was out of town at the time and would not be able to obtain that statement until alater date. He was concerned about driving without insurance in the mean time. The Associateinformed him that Nationwide could rewrite a new policy, but that providing the statement would beOffice of Customer Advocacy | [redacted] [redacted]the only way that we could make an exception to reverse the cancelled policy. At this moment, theinsured requested a Supervisor. The associate recommended our Escalation Team, placed theinsured on hold, and called the Escalation Team for their review. The Associate was unable to reacha member of that team. After reaching their voicemail, the hold continued for approximately two andhalf minutes. After this, the associate came back on the line to advise that they had their Supervisorreview it. The Supervisor declined a reinstatement unless the insured would provide a copy of thewarning notice the insured states had a later date listed as the last date to pay.Currently, Nationwide has to concur with our original decision. All documentation in our files showsthat we advised payment must be received by February 5, 2017. If Mr. [redacted] would provide us acopy of the bill which he states said February 9, 2017 as the last date to pay, we would honor it andreverse the cancellation. If that documentation cannot be provided, then the cancellation wouldstand.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted],at ###-###-#### or by email at [redacted].Sincerely,[redacted]Nationwide###-###-####[redacted]Enclosures: January 2017 BillNotice of CancellationProof of Mailing
This letter is in response to the complaint filed with your agency by [redacted] regarding policy [redacted]. On February 9, 2016 a refund was issued to [redacted] in the amount of $386.44 for unearned premium paid on cancelled policy [redacted]....
This refund was issued under check number [redacted]. On February 26, 2016 the refund check number [redacted] was cashed. A copy of the cashed refund check has been included. On May 9, 2016 a second attempt was made to cash refund check number [redacted]. The request was not honored as it had been cashed previously on February 26, 2016. A copy of the refund check from the second attempt has also been included. Per a conversation I had with [redacted] on May 23, 2016, the insured advised that he was able to locate where he deposited the refund check in a [redacted] checking account in February of 2016. As the member was able to locate where he cashed the refund check, no further action was taken. If you require further assistance, please contact our [redacted], Phillis H[redacted], at ###-###-#### or by email at [redacted] Sincerely, Stephen Y[redacted]
I saw numerous lies in the explanation. I was not told about me having to register for the paperless billing until I called the first time I noticed the spike in my bill. I also did not agree with the changed rate of psy. I feel like I am being bamboozled into a trick bag with Nationwide. There was an agent that admitted it was an error on your end in the beginning of my policy and that error was not due to me it was due to your agent,system, or whoever error. So I do feel like I should not be penalized due to an error I had no part in. Y payments started at one rate and then Nationwde decided to spike it up. Which is not exceptable. Especially if the error was atno fault of my own. I have called on numerous occassions due to Nationwide trying to spike up my payment. Not exceptable or fair.
Regards, [redacted]
I am responding to a Revdex.com of Columbus Ohio complaint received on October 21, 2015. The customer filed the following complaint: Re: Case # [redacted]
The date of loss for this claim was April 23, 2015. The Customer is a third party to the claim reported. Georgia...
statutes require all insurance companies to conduct reviews for the possibility of diminished value for all 1st party losses and provide notice of same. The Customer has a policy with another company therefore the statue would not apply on this policy. Third party reviews are conducted upon request. The Customer requested a review for diminished value on June 12, 2015. Nationwide contacted her immediately and advised her by phone and in writing that we would need proof of ownership and all information regarding any prior claims to her vehicle in order to proceed with the claim. The Customer did not respond to our requests until September 9, 2015 when proof of ownership was received in our office. Nationwide asked for the prior loss information regarding losses from 03/29/2015 and 03/30/2015 and made an offer of $555.63 based on the information provided and discovered. The Customer advised that she would be hiring an attorney after the offer was provided to her. Nationwide inquired about her representation so we could discuss this matter with her attorney and The Customer ended the call.
At no time did Nationwide ask for any tax documents or anything other than proof of ownership and prior claims information.
Nationwide will continue to attempt to reach an agreement for the diminished value and continue to work towards resolution.
A new adjuster has been assigned to this customer and the claim has been resolved.
Sincerely Yours,
Angie T[redacted]
###-###-####
Thank you for the opportunity to respond to Mr. [redacted] additional concerns regarding the above referenced auto policy.Please review the summary of the recorded call listed below:April 1, 2017 [redacted]-Hey I was just calling to check status on my policy I guess they were trying to cancel it and wanted to see where they are at with the documents I sent over. [redacted]- Verifies privacy, Bare with me just one second to get caught up on the situation [redacted]- Sure [redacted]-Ok so um what I understand we are trying to figure out how long [redacted] has been out of the country. [redacted]-So the issue is she left out of the country, we are married right she has come back but living at a different location we are separated but are still together, legally married right and uh we are living at 2 different locations she is back in the country now she is not leaving any time maybe a month or 2 beyond the fact I am trying to figure out what we need to do in a way this is frustrating they are making a big deal over something small right. Even if they need to put her on there temporarily so my policy isn’t cancelled it is a $10-$20 increase I could care less I think it is a petty issue to be talking about this right if I had an accident or bad driving it would be different. [redacted]- Well it is a different situation when there is a marriage involved we require having a spouse on the policy from there if you get separated or divorced right we would need a letter from her stating it was ok to remove her from the policy [redacted]- Can you hold on one second. Alright can you hear me better now even though we are not in the same household it is still causing an issue. [redacted]- Yes it is how a married couple gets treated they both are named insured you have equal rights to the policy it is not just one saying the other should be removed because the other one has the equal rights. So that is why we require the letter and proof of insurance to remove the spouse I understand it is a minor issue but um I am trying to see what is the best way to get this taken care of right We don’t have [redacted]’s information right Yeah we do we have a Driver License information. [redacted]- Yeah she even has all the information she has coverage on her vehicle at the different address, [redacted]- I would be able to speak to the Underwriter tell them that until you are able to letter of consent proof of insurance add her would that be ok to keep the policy active. [redacted]- Yeah I just don’t want to be stopped and not have coverage. [redacted] – Let me try to get in touch with an Underwriter I can not promise I will not get in touch with one right now. [redacted]- What do I need to get from her [redacted]- If you get proof of insurance with the different address and a letter of consent to remove The car isn’t titled toher is it [redacted]- No it is titled to just me [redacted]- then the best thing is the proof of insurance[redacted]- This is the first time I had to deal with this [redacted] just asked for an exclusion form[redacted]- Just a letter of consent from her to remove her would work. [redacted]- She was out ofthe country and now she is back and we are separated. Do what you need to, to keep meinsured. [redacted]- If you don’t mind I can put you on a brief hold and try to reach out to themright now. (hold) Got Erica’s UW voicemail but didn’t leave a message Hello [redacted] thanksfor holding I tried reaching out but the UW has already left for the day. I can follow up with youtomorrow what is going on I am not in the office tomorrow but I can have someone follow upwith you tomorrow. [redacted]-Doesn’t my policy cancel tomorrow meaning I am not insured ortomorrow is the last day [redacted]- Tomorrow the policy cancels at 12:01 AM we are going to tryto get this policy brought back tomorrow I am going to send an email and I will have one of mycoworkers follow up with you tomorrow since I am not going to be in the office ok [redacted]- Iwonder if they tried to call me Do you know what the area code is over there? [redacted]-Overwhere [redacted]-where UW would call from [redacted]- UW doesn’t try to call out it would besomeone from the Service Center. [redacted]-what if someone else tried to call would it be an800 number [redacted]- Yeah we would have called from a number like that; I don’t see notes thatanyone tried to call back did you call earlier today [redacted]- Yeah it was like screw it let’s seeif he doesn’t call back and you know cancel that bad boy out. Plan B if I call back apply forinsurance again what is going to be the issue what can we not solve now to keep the policyfrom cancelling [redacted]-The only thing we would have to do to avoid any further issues is listher on the policy instead of excluding her until we can get one of the two things [redacted]- I amlost to why they didn’t just say we are adding when they didn’t have the documents instead ofexcluding her since we didn’t get the document. [redacted]- I wouldn’t be able to explain why[redacted]- I understand I used to be an Underwriter for loans I understand how they work. A lotof them is negligence I didn’t get the documents cancel this out. [redacted]- I hope that wouldn’tbe the case. [redacted]-You would hate we all have daily lives you have so much going on oopsanother policy cancelled they will be calling back. But let’s just hope we can figure this outtomorrow because honestly I think I will be escalating the issue tomorrow if I need to. Um Ithink um I think it is negligence and improper way to handle an insurance claim for someonethat document that was sent for a spouse I think it is a bad way to handle it for a payingcustomer right [redacted]- I Hope we are going to get this taken care of tomorrow if we can just letthe UW know you are willing to list her as a principal driver don’t think we will have an issuefrom there I really don’t [redacted]- We will see tomorrow if we um I mean You have done a lotyou are ok just hopefully the UW I will have to escalate at the UW end you did everything atyour disposal. [redacted]- Ok Anything else I can help you with [redacted]-No I will be calling in firstthing in the morning [redacted]- Let me see who comes in that early that we can call you backfirst. [redacted]- I don’t want to wait all day and the UW be out of the office again [redacted]- I don’tnormally come in until 10:30 in the morning which is still plenty of time to get in touch with anUW [redacted]- OK I can wait until noon but this needs taken care of tomorrow I have beenworking on this since Sunday and they just responded today saying they needed thedocuments [redacted]-we will give you a call tomorrow ok [redacted]-OKNationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as aprincipal driver based on Mr. [redacted] comments above. On April 2, 2015, our Member CareRepresentative contacted Mr. [redacted] 2 times to inform him that his policy had been activated withouta lapse in coverage, and Ms. [redacted] was rated as a principal driver. The Representative wasunable to reach Mr. [redacted] or leave a voicemail as it was full. Another attempt was made to contactMr. [redacted] on April 3, 2015 with the same result.Policy cancelled effective May 18, 2015 for non payment of premium. Collection notice in the amountof $98.45 was mailed to the customer on May 22, 2015.Nationwide is unable to remove the amount due of $98.45 on the policy, as Mr. [redacted] advised he would like to rate her as a principal driver until further information could be provided. Policy was activated and premium was not paid by Mr. [redacted], resulting in the cancellation for non payment of premium.If you have any further questions or concerns, please contact our Customer Relations Coordinator, Lance R[redacted], at ###-###-####, or email at [redacted]Sincerely,Kristin M[redacted]Personal Lines Compliance Specialist
September 24, 2015
Revdex.com File #: [redacted]
Complainant:...
[redacted]
Insured:[redacted]
Policy #: [redacted]
Company Name: Nationwide General Insurance Company
[redacted]
Inception date: May 7, 1986
Dear [redacted]
We regret that our rates were not competitive enough to keep [redacted] auto policy insured with us. [redacted] policy increases were a direct result of a rate increase in her area at each renewal.
The May 7, 2014 renewal generated with the term premium of $766.74. This was an overall increase of $13.12 from the previous renewal. This increase was due to a general rate increase. The November 7, 2014 renewal generated with the term premium of $806.91. This was an overall increase of $40.17 from the previous renewal. This increase was due to a general rate increase. The May 7, 2015 renewal generated with the term premium of $835.59. This was an overall increase of $28.68 from the previous renewal. This increase was due to a general rate increase.
[redacted] agent, Albert G[redacted], is sorry that the member is unhappy with her rates. He believes he took good care of her as a customer over the years. Unfortunately, [redacted] expressed to the agent that she does not wish to speak with him and advised him not to call her.
On August 6, 2015, [redacted] request cancelled her auto policy effective August 3, 2015. A refund was sent to her in the amount of $20.18. Our records indicate that she cashed the refund check on August 26, 2015.
We would like to personally express our regrets in losing [redacted] as a member and ask that should her situation change in the future, she will consider Nationwide to be “On Your Side” again.
If you require further assistance, please contact our Customer Relations Coordinator, Cathy D[redacted], at ###-###-#### or by email at [redacted].
Sincerely,
Tiffany C[redacted]
Sr. Analyst
Member Solutions - Shared Services
Customer Resolution & Response
Nationwide
###-###-####
Enclosures: Policy Declarations
Thank you for the opportunity to respond to Mr. [redacted] concerns regarding the above referenced auto policy.Review of the policy indicates it was written as new business on December 30, 2014. At the time of new business, [redacted], Mr. [redacted] wife, was listed as an excluded driver on...
the policy. The reason provided for the exclusion was she had left the country to care for family and never returned. Underwriting set the policy up for rejecting due to no signed exclusion form or valid reason for exclusion. The cancellation notice was mailed on March 19, 2015 with a cancel effective date of April 2, 2015.On March 29, 2015, Mr. [redacted] contacted our Member Care Services to inquire on the status of the policy. They indicated that the signed exclusion form was still needed for [redacted] prior to April 2, 2015 to avoid cancellation of the policy. He asked that the form be emailed to him in order to complete and send back.On April 1, 2015, Mr. [redacted] again contacted Nationwide Member Care Services, he advised that Ms. [redacted] was now back in the country, but not residing in the same household with him. On the same date he also called back to ask if she was able to be listed as a principal driver, and the policy reversed, until he was able to provide additional information.Nationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as a principal driver. On April 2, 2015, our Member Care Representative contacted Mr. [redacted] 2 times to inform him that his policy had been activated without a lapse in coverage, and Ms. [redacted] was rated as a principal driver. The representative was unable to reach Mr. [redacted] or leave a voicemail as it was full. Another attempt was made to contact Mr. [redacted] on April 3, 2015 with the same result.The policy cancelled effective May 18, 2015 for non payment of premium. Collection notice in the amount of $98.45 was mailed to the customer on May 22, 2015.A break down of the amount due is as follows:Auto policy [redacted] started December 30, 2014, with a six-month premium of $261.80. Therewas an increase of $6.60 to rate Ms. [redacted] as a driver effective April 2, 2015. Effective April2, 2015, the SmartRide discount was removed causing a $6.50 increase in premium. On April 7,2015, the Motor Vehicle Report was returned for Ms. [redacted] and the Accident Free discountwas removed effective April 2, 2015, causing a $41.00 increase. Only three payments were receivedon the policy December 31, 2014, $43.63, January 30, 2015, $43.63 and February 28, 2015, $44.29;totaling $131.55. The policy cancelled on May 18, 2015, for non-payment removing $88.50 inunearned premium; leaving a collection amount of $98.45.Nationwide is unable to remove the amount due of $98.45 on the policy, as Mr. [redacted] advised hewould like to rate her as a principal driver until further information could be provided. Policy wasactivated and premium was not paid by Mr. [redacted], resulting n the cancellation for non payment ofpremium.If you have any further questions or concerns, please contact our Customer Relations Coordinator,[redacted], at ###-###-####, or email at [redacted]Sincerely,Kristin MittasPersonal Lines Compliance Specialist
This
letter is in response to the inquiry received from your office on February 12,
Our
policyholders, [redacted] and [redacted]
[redacted], submitted a claim on January 22,
2016, for water damage to their master bathroom and master closet. We spoke to Mrs[redacted] on January 22,
2016, and she advised that there is a crack by the drain in the shower; she
further advised she had [redacted] Construction inspect the damage and the contractor
advised her that it appeared that water might have been leaking through the
crack for months and possibly for years.
We advised her that we would inspect the damage to determine coverage
We
retained the services of an independent adjuster, [redacted], to inspect
Mrand Mrs[redacted]'s home. Mr
[redacted] inspected the home on January 27, 2016. During the inspection, Mr[redacted]
confirmed the presence of several cracks in the tile grout around the shower
drain. He also confirmed the presence of
water damage due to repeated leakage and seepage to the sub floor and
insulation below the shower, as well as, water damage to the drywall and carpet
in the master closet
Based
on the inspection, we determined that we can extend coverage for the water
damage to the drywall and carpet in the master closet; however, the cost to
repair this damage is below the $1,policy deductible. This damage is eligible for coverage as the
damage to the drywall and carpeting does not show evidence of being due to
repeated leakage and seepage of water over an extended period of time
We
are, unfortunately, unable to provide coverage for the necessary repairs to the
sub floor and the insulation as the inspection revealed that these building
components have been damaged over time by the repeated leakage of water from
the cracks in the tile grout lines every time the shower is used. The sub floor shows evidence of repeated
staining and microbial growth. Under the
terms of the homeowner's policy that Mrand Mrs[redacted] have with Nationwide
Insurance Company of America, we cannot provide coverage for damage due to
repeated leakage and seepage from a plumbing system. Additionally, the policy excludes from
coverage damage due to mold or fungus unless the mold or fungus is due to a
covered cause of loss. In this instance,
the cause of the loss is specifically excluded from coverage
The
Homeowners Comprehensive Form policy (0100), pages through of 28,
states in part:
SECTION I
– PERILS INSURED AGAINST
THIS
SECTION ALSO CONTAINS EXCEPTIONS TO OR EXCLUSIONS FROM COVERAGE
We insure against risk of direct physical loss
to property described in Coverages A and
B and C
We do not insure, however, for loss:
A. Under Coverages A, B
and C:
1. Excluded
under SECTION I - EXCLUSIONS;
2. Caused by:
dConstant or repeated seepage or leakage of water or steam
over a period of weeks, months or years from within:
1) A plumbing, heating,
air conditioning or automatic fire protective sprinkler system or a household
appliance on the "residence premises"; or
2) A storm drain or water,
steam or sewer pipes off the "residence premises"
For purposes of this
provision, a plumbing system or household appliance does not include a sump,
sump pump or related equipment
or a roof drain, gutter, downspout or similar fixtures or equipment; or
e. Any of the following:
1) Wear and tear,
marring, deterioration;
2) Mechanical breakdown,
latent defect, inherent vice, or any quality in property that causes it to
damage or destroy itself;
3) Smog, rust or other
corrosion, fungi, fungus, mold, wet or dry rot;
4) Smoke from agricultural
smudging or industrial operations;
5) Discharge, dispersal,
seepage, migration, release or escape of pollutants unless the discharge,
dispersal, seepage, migration, release or escape is itself caused by a Peril
Insured Against under Coverage C of
this policy
"Pollutants" means any
solid, liquid, gaseous or thermal irritant or contaminant, including smoke,
vapor, soot, fumes, acids, alkalis, chemicals and waste. Chemicals include, but are not limited to,
petroleum, petroleum derivatives, petroleum synthetics and farm chemicals. Waste includes materials to be recycled,
reconditioned or reclaimed;
6) Settling, shrinking,
bulging or expansion, including resultant cracking, of bulkheads, pavements,
patios, footings, foundations, walls, floors, roofs or ceilings;
7) Birds,
vermin, rodents, insects or animals; or
8) Tree, shrub, or bush
roots
Exception to 2.e
Unless the loss is
otherwise excluded, we cover loss to property covered under Coverage A or B resulting from an accidental
discharge of overflow of water or
steam from within a:
Plumbing, heating, air
conditioning or automatic fire protective sprinkler system or household
appliance on the "residence premises".
This includes the cost to tear out and replace any part of a building,
or other structure, on the "residence premises", but only when necessary to
repair the system or applianceHowever, such tear out and replacement coverage only applies to other structures if
the water or steam causes actual damage to a building on the "residence
premises"
We do not cover loss to
the system or appliance from which this water or steam escaped
For purposes of this
provision, a plumbing system or household appliance does not include a sump,
sump pump or related equipment or a roof drain, gutter, downspout or similar
fixtures or equipment
SECTION I - EXCLUSION A.3. Water Damage, paragraphs aand cthat apply to surface water and water below the surface of the
ground do not apply to loss by water covered under Exception to 2.eabove
Under A.2.aand eabove, any ensuing loss to property described in Coverages A and B and C not precluded by
any other provision in this policy is covered
The Fungi or Bacteria
Endorsement (1201) provides the following:
FUNGI OR BACTERIA ENDORSEMENT
The limit of liability applies to the total of
all loss payable under this endorsement, regardless of the number of
"occurrences", the number of claims made, or the number of locations insured
under this endorsement and listed in this Schedule
SECTION I – PROPERTY
COVERAGES
E. ADDITIONAL COVERAGE
18.
"Fungi" or Bacteria
b. The coverage describe in 18.aonly applies when such loss or costs are a result of a Peril
Insured Against that occurs during the policy period and only if all reasonable
means were used to save and preserve the property from further damage at and
after the time the Peril Insured Against occurred
Unfortunately,
based on the policy provisions of Mrand Mrs[redacted]'s homeowner policy, we
are unable to assist them with all of the repairs needed in their bathroom
We have
spoken to Mrs[redacted] and have advised her of our coverage decision and the
reasons why coverage cannot be provided for the damage to her bathroom. Additionally, we have sent them a letter
explaining our coverage decision and providing the applicable policy language
for their review
If you
require further assistance in this matter, please contact our Customer Relations
Coordinator, [redacted], toll-free at ###-###-####, Extor by email at [redacted]@nationwide.com
I have reviewed the above reference complaint and would like to respond.Ms. [redacted] completed an application for insurance coverage with Nationwide Non-Standard at 6:54AM on April 18, 2016 under policy #[redacted]. Ms. [redacted] then filed a claim for a hit and runaccident that she advised occurred around...
10:00 AM on that same day. When Ms. [redacted] filed theclaim, the application for policy #[redacted] had not been approved or processed by our Underwritingdepartment. As the new policy was not in our system, the Customer Service representative filed theclaim under a policy Ms. [redacted] had with Nationwide in 2015, policy #[redacted].Claims adjuster [redacted] spoke with Ms. [redacted] less than two hours after the claim was filedand advised Ms. [redacted] that policy #[redacted] had cancelled effective May 5, 2015. At this time, Ms.[redacted] did not make any mention of a policy application for policy #[redacted] with Nationwide andstated to Ms. [redacted] that she had Allstate insurance. Ms. [redacted] advised for Ms. [redacted] to file theclaim with her Allstate policy since she was advised that policy was active at the time of loss.On April 19, 2016, the associate received an alert that there was a new policy, policy #[redacted]. Ms.[redacted] then called Ms. [redacted] to advise of the active policy and took a recorded statement inregards to the facts of loss. I reviewed the recorded statement and Ms. [redacted] asked all of theappropriate questions necessary to complete an investigation.On April 25, 2016, the payment to instate policy #[redacted] was returned for non-sufficient funds andpolicy #[redacted] was cancelled back to inception. I advised Ms. [redacted] that policy #[redacted] wascancelled back to inception and there was no coverage for this loss. Ms. [redacted] advised that whenshe was told policy #[redacted] was cancelled during her initial conversation with Ms. [redacted], shecalled her bank to stop the payment that she had made to instate policy #[redacted]. I explained toMs. [redacted] that she was not advised to stop the payment and in doing so, policy #[redacted]cancelled back to inception.In conclusion, our investigation revealed that there was no coverage for this date of loss under policy#[redacted] or policy #[redacted] and the claim was denied due to lack of coverage.If you require further assistance, please contact our [redacted], Lance R[redacted],at ###-###-#### or by email at [redacted].Sincerely,Dudley S[redacted]
An email was sent to Mr. [redacted] this morning. The appropriate department has been notified to remove his information from the "Do Not Call List". Thank you [redacted]
[redacted]Dear [redacted]:Thank you for contacting Nationwide to request that we...
add your phone number to our Do Not Call List.We have processed your request effective 11/04/2016, the date we received your notification.Our phone lists are prepared in advance, please allow approximately 30 days for your information to be completely removed from our lists. If you need additional help or have any questions, please contact me directly and reference Nationwide OCR Ref # [redacted] Sincerely,[redacted]Nationwide InsuranceCustomer Advocacy Coordinator
Standard vs non standard was not discussed. At no time during my acceptance of a new policy was I told that it would be covered with anyone other than Nationwide. Nationwide wrote the policy, my payments are being sent to Nationwide not Titan.
Regards,
[redacted]
This correspondence is in response to your inquiry on behalf of the above named insured regarding the delayed issuance of her automobile insurance policy. I have been in contact with the agent and his Sales Manager. They verified that the automobile insurance policy was bound effective June 7, 2016, along with the homeowner policy, but not released from the system at that time. When the insured contacted the agency on July 22, 2016, the policy was released that day with a current effective date. The policy is being reissued back to June 7, 2016 as the insured had requested. This is a multi day process, and with the holiday coming up, the insured may not receive a hard copy in the mail until after Thanksgiving. I will follow up and email the corrected declaration pages to the insured as soon as available. Thank you for this opportunity to review our handling. We sincerely regret the inconvenience to the insured as a result of our handling. If you require further information, please contact our Customer Advocacy Coordinator, Barb D[redacted], direct at ###-###-#### or by email at [redacted]. Sincerely, Mary K[redacted] CPCU CRM CIC AINS Consultant, Compliance – Personal Lines Phone: ###-###-#### Email address: [redacted]
Dear Ms. McLaughlin:
This letter is in response to the concerns filed by [redacted] regarding the returned item fee on his Nationwide Auto policy.
On January 18, 2016, Nationwide member, [redacted], was advised that we would accept a running bank statement as evidence of the...
funds being available on the payment date. We received that running bank statement on January 19, 2016, and have waived the fee. The matter has been corrected per Mr. [redacted]’s request.