Thank you for the opportunity to respond to the RevDex.com regarding policy number 10095914 for Mr. [redacted] and to
address his concerns about the policy. On 09/14/2015, Mr. [redacted] purchased a six month insurance
policy from the National Consumers United LLC...
with a bill plan of 25% down and
5 installments. Mr. [redacted] requested to have his spouse, [redacted] excluded
from the policy. A signed exclusion form is required.
On 09/15/2015, a memo was mailed to Mr. [redacted] requesting a
signed exclusion form for [redacted]. The memo stated that if the exclusion
form was not received, the policy would be cancelled.
On 10/23/2015, no exclusion form was received and the policy
was set to cancel effective 11/27/2015. A Cancellation Notice was mailed to Mr.
[redacted].
On 11/27/2015, no exclusion form was received and the policy
cancelled per the 10/23/2015 notice.
I trust that I have addressed the issues within Mr. [redacted]’s
complaint.
If you
require further assistance in this matter, please contact our Customer
Relations Coordinator, Charity W[redacted], or by email at [redacted]@nationwide.com.
Sincerely,
Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy #[redacted]. (No, I actually called because I spoke with somebody prior to that day who gave me a quote for a policy in just my name, and she advised me that she would refer my quote to the local agent and provided me with contact info. Nationwide was advised I, [redacted], was the owner of the Cadillac the day it was added in 2012). We wrote a spinoff policy December 2, 2014 with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother [redacted]. The Application is in Docu Vault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2014. (This is not true. The application was sent to me for the first time in May 2015. I never received a copy of the application prior to that, definitely not in December 2014. When I spoke with [redacted] I asked him why I never receive it in December and he advised me “It must have got stuck in my outbox and was never sent” and that is verbatim. The policy was written correctly but sometimes we spinoff policy, the named insured while in processing at nationwide switches back to the named insured on the prior policy. (If this was the case then how come my name was left off the policy as a driver when it was rewritten or the “spinoff” was made? Because [redacted] was listed a policy holder AND the only driver on the policy until I had to call back to add myself) While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed application. Ms. [redacted] has still not signed the application to correct the named insured error. (This is because I cannot sign something I do not agree to, and Nationwide/[redacted] will not correct the errors). Our system reflects that on December 1, 2104 the policy was bound in [redacted]’s name. I have already mentioned this to Nationwide because we have seen this error before. Nationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy). (Is this spinoff policy mandatory when someone is leaving a parents policy or is this something that is done to make it easier for the agency to process and the reason I ask is because I requested my mother’s policy be cancelled (which she agreed to) and a NEW policy be opened in my name.) The address on both of these policies is the same. All Declaration Pages have been sent to the [redacted] address. I feel Ms. [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. (This is 100% true, there were several errors made by Mr. [redacted] and leaving rental coverage off was one of them. I feel he didn’t pay attention to my needs as a customer and instead made it easy for himself and completed the “spinoff”policy and matches coverage on my mother’s previous policy. When I asked for my own policy, a new policy, I asked for rental coverage.) We only need the signed application returned to us in order to place [redacted] as the named insured on the policy. (When I spoke with [redacted] he advised me that they would not cover my claim for my accident if I did not sign the application and practically begged me to sign the application and back-date the application to December 2nd 2014. I feel he did this to try to cover his own behind. Nationwide still covered my claim with no issue. When I asked him why the error had not been fixed since it was a system error and I actually and truly am the policy holder, he responded “I don’t know [redacted]”. At that time I was responded “well it seems like you don’t know much” the reason I responded that way was because none of my questions were being answered and I personally felt like I was being lied to and deceived in order for him to cover up his own mistakes. Ms. [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a 2004 Cadillac. She replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle. (No, the Audi did not replace the Cadillac, the Audi was added in addition to the Cadillac, and at this time I asked for Nationwide to match the coverage to my Cadillac because I was under the impressions that Mr. [redacted] had performed his job properly and added the appropriate coverage that I requested. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. (Correct, I did not have rental coverage previously on the Cadillac when the policy was in my mother’s name, but at the time of the “spinoff” when I asked for a new policy I requested rental coverage, so Mr. [redacted] is absolutely right. Rental coverage was not put on the new “spinoff” policy because Mr. [redacted] failed to do so after it was requested. There were never any notes or questions about rental coverage. (This is because all the notes are from Mr. [redacted] and he did not add what I requested and just processed a “spinoff’ and called it a night. I remember the day it was done because I was working the night shift, so it was later in the evening and he seemed to be in a rush because he wanted to get out of the office.) Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. (The coverage would not be listed because it was never added, and these Declarations were addressed to my mother, [redacted], there is no telling what she does with her mail.) No communication was made with our office after the conversation on December 1, 2014 when her spinoff policy was made effective. Ms. [redacted] has no documentation where she requested this coverage that I am aware of. (No, I do not have any documentation where I requested the coverage, how could I? Any documents that I have are from Nationwide or [redacted] Agency and they are full of errors. Also, I actually did have to call back but I did not speak with the local agency I spoke with Nationwide. I called them because I noticed the policy was in [redacted]’s name and I called to advise then of the error and they advised me because I was 22 or under and at the same address of my mother then they could just add me as a diver and I would be covered. The whole reason for me to switch the policy was because of the price. Prior I was paying around $150 a month, but when I was quoted for a policy in my name alone it was around $100. So, at the time I spoke with Nationwide to avoid further confusion and having to go through the quote process and having the policy rewritten again the agency and I agreed to leave it as is so long as I was covered. The agent wanted to make it “easy for me”. Had I known that this would have come back to bite me in the butt I would not have taken advice from a representative of the company, a skilled and trained Nationwide agent, and I would have had the error corrected.)
This letter is in response to the inquiry received from your office on December 14, 2016. We have spoken to the customer extensively and addressed his concerns. We have delivered feedback to the appropriate associates and to the repair facility management. The customer has been placed in...
a rental vehicle for the duration of the repairs at the expense of the repair facility. Additionally, the repair facility has acknowledged the service concerns the customer had, and has offered him a discount on the repairs. At this time, the customer has indicated his current concerns are resolved and is satisfied with being offered a discount and rental vehicle. His vehicle should be delivered back to him on or before December 19, 2016 and he will contact us with any additional concerns he has. If you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Gerrie H[redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]@nationwide.com.
[redacted]
[redacted]
[redacted]
Dear [redacted]:On October 20, 2015 a claim was reported to Nationwide Mutual Insurance Company (Nationwide)concerning an automobile accident occurring on this date.Named Insured, [redacted], was operating a 2008 [redacted], a listed vehicle under NationwidePolicy Number [redacted]. The claimant, [redacted], owns a 2015 [redacted]. On October20, 2015, [redacted] was traveling westbound on [redacted] Road attempting a left turn onto [redacted] when he pulled into the path of [redacted], who was traveling eastbound on [redacted] Road. Thisaction caused the right front corner of [redacted]’ vehicle to strike the right rear side of [redacted] vehicle.Nationwide paid [redacted]’ damage estimate of $5,648.15 ($3,447.26 of this were for parts) plus $444.17in rental costs.On/around October 22, 2015, prior to repairs being completed, Nationwide received notice that [redacted]
[redacted] was also making a Diminished Value Claim. The Diminished Value Claim was assigned toadjuster [redacted]. [redacted] arranged for a post-repair vehicle re-inspection, which wascompleted on/around December 3, 2015. [redacted] provided a copy of the vehicle title/registration aswell as diminished value appraisal report obtained through [redacted] ([redacted]).The appraisal report through [redacted] indicates that no actual inspection was performed; rather, theyreviewed the materials provided by [redacted]. [redacted] opined that the pre-loss fair market value for thesubject vehicle was $47,683. [redacted] further stated they "do not assess the quality and thoroughness ofthe repairs....only diminishment relating to stigma has been assigned a dollar value in this report". Thereport also lists several factors which potential buyers may consider important if they know the vehiclehas been involved in an accident. These again relate to the 'stigma' referenced and speak in generalitiesand hypothetical situations only; there is nothing specific to this particular claim and/or vehicle. It'simportant to note that 'stigma' and generalities are speculative and do not prove a diminution in valueclaim without evidence of a reduction in the vehicle's actual cash value before the accident and afterrepairs. The [redacted] report also references vehicles with a similar year/make/model; however, all havediffering mileage than that of the subject vehicle. [redacted] goes on to claim that the post-accident fairmarket value is $38,146 and further alleges that due the accident, the vehicle's value has diminished by20% or $9,537. There has been no documentation provided that would support these figures and/oropinion.Furthermore, [redacted] has alleged that this accident has caused his vehicle to sustain accelerateddepreciation, and has further alleged that a reasonable person will not pay the same price for awrecked/repaired vehicle as they would for one with no prior damage history. [redacted] has not providedany documentation to support his statements and/or opinions. It should also be noted that during thepost-repair inspection, it was discovered that the [redacted]' vehicle sustained additional {unrelated}damage due to a subsequent accident/incident.The measure of damages for diminution in value in Ohio is the difference in actual cash value (not tradein or resale value) before an accident and after repairs. The information [redacted] has provided is notbased on a difference in actual cash value. Furthermore, in Ohio, a claimant recovering both the cost ofrepairs and the residual diminution in value is not entitled to recover damages in excess of the vehicle'sgross diminution in value. In addition, [redacted] has suggested that the accident will negatively impactthe vehicle's trade-in and/or resale value; however, as noted above, diminished value is not based ontrade-in or resale value.Taking into consideration the aforementioned information, the damages sustained, repairs made, as wellas the vehicle's age, mileage and overall condition, we have extended a good faith offer of $1,200 toresolve [redacted]’ diminished value claim; [redacted] has rejected this offer at this time.Nationwide would be pleased to consider any new information [redacted] would like to provide to supporthis claim. If you have any additional questions please contact Angela S[redacted], Customer RelationsCoordinator, Office of the Customer Advocacy at ###-###-#### or [redacted]Respectfully,Wendy K[redacted]Claims ManagerNationwide PCIO | MidWest Operations | Material Damage[redacted]
[redacted]C ###-###-#### | F ###-###-####[redacted]Office of Customer Advocacy | [redacted]
Once again, the personnel of Nationwide are exhibiting the very unprofessionalism and incompetence that we have stated from the very begining. We advised them numerous times of our new official address that being: [redacted] Drive, apt. [redacted], McLean, VA 22102.Do you think for a single second, that we are in the least surprised that they would intentionally send our cheque for monies owed to a non-existant address?Nationwide has been a disgrace from the very beginning. Our address is and always has been [redacted] Drive. apt. [redacted] in McLean Virginia 22102. We believe Nationwide has deliberately sent our monies owed to a non existant address because perhaps they do not have the funds in which to refund us our monies. We DEMAND AN OFFICIAL LETTER OF APOLOGY FROM NATIONAWIDE for their INCOMPETENCE AND THEIR DELIBERATE ACTIONS IN DELAYING PAYING US OUR MONIES OWED.ALSO, NATIONWIDE SHOULD BE EMBARASSED FOR WRITING US AN ABRUPT LETTER ADVISING US THAT THEIR HANDLING OF OUR CLAIM FROM JUNE 8, 2016 CANNOT BE RESOLVED BY THEM, AGAINST OUR FORMER LANDLORD, AND THAT NOW, THEY ARE FILING WITH A COLLECTION AGENCY. APPARENTLY, NATIONWIDE DOES NOT KNOW HOW TO HANDLE AND RESOLVE LEGAL CLAIMS FILED WITH THEM. INSTEAD THEY PASS THE BUCK TO A COLLECTION AGENCY AFTER 9 MONTHS OF NO RESOLUTION AGAINST OUR FORMER LANDLORD.WE DEMAND NOT ONLY AN OFFICIAL APOLOGY FROM THEIR HEAD OFFICE WITH RESPECT TO THIS OBVIOUS DELAY IN RETURNING OUR MONIES OWED AND WE DEMAND INTEREST ON SAID MONIES OWED DUE TO THEIR DELIBERATE ACTIONS IN SENDING OUR MONIES OWED TO A NON ADDRESS. WE ADVISED THEM IN WRITING AT LEAST SIX TIMES OF OUR NEW ADDRESS BEING [redacted], apt. [redacted], in McLean, VA 22102 and after receiving written confirmation of this new address they STILL SENT OUR MONIES OWED SOMEWHERE ELSE. HOW DOES THIS NATIONWIDE STAY IN BUSINESS. AFTER OVER TEN YEARS OF PAYING THIS UNPROFESSIONAL COMPANY OUR MONTHLY PREMIUMS, THIS IS HOW THEY TREAT US.
[redacted] [redacted]
Dear [redacted],We are in receipt of your request for information regarding the above referenced file. [redacted] states in his complaint that he received three checks for claims reimbursement which were returned by the issuing bank when he made the deposit. [redacted] states that he was told by a Nationwide representative that is would take 3-4 weeks to reissue his checks. He is requesting immediate replacement.Please be advised that we are aware of an internal issue that occurred with our financial institution. We have identified and reached out to the members who were impacted for resolution. We contacted [redacted] when we discovered the problem and offered several options to reimburse him. These included a paper check (which could take a couple weeks to receive), ACH into his account, or to refund to the payment method on file (which are almost immediate). Please be advised that the funds for the three checks identified by [redacted] have been applied to his credit card account on July 22, 2016. We also provided an additional $30.00 per check to cover any bank fees that may have been incurred.We sincerely apologize for any inconvenience this error may have caused [redacted].Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G[redacted], at ###-###-#### or via email at [redacted]Sincerely,Vincent G[redacted]Clinical Operations ManagerNationwide[redacted]###-###-####
I am satisfied with Nationwide's resolution of the dispute. I said in my previous response that I was satisfied with the offer from Nationwide's claims adjustor but that the Nationwide response on the Revdex.com complaint site was not quite the same as what the adjustor had offered. Since then, the adjustor has moved forward with the resolution he offered, and I am satisfied. [redacted]
Attached is a copy of my April 4, 2015 statement from Nationwide stating 1 mo payment April 4 - May 4 is $63.80 page 1 It cleared my bank on 4-2-15 so it was not late Page 2 attached.Page 3 is part of your letter stating they cancelled on April 28, 2015 Insurance was paid through May 4, 2015 so why do I woe according to Nationwide $32.50. There is no reason for fees.
I want to paid out for the amount that is listed on my insurance under the declaration page. I have reached out and spoken to Joe about this on Friday, he promised a call back on Monday that did not happen.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
There are witness that heard Agent [redacted] state that the loan would be paid in full, she was on speaker phone and 3 other people in my office heard her state when I ask twice. She state yes it would be paid in full that is what GAP is for.
Regards, [redacted]
No response from [redacted] in [redacted]. No responsibility accepted here on this response. Why can't the paperwork be "in an easily readable format", per #5 on Scottsdale Insurance Company's "Residential Property Policyholder Bill of Rights". Regards. [redacted]
Business response: Ms. [redacted] called in on 10/3/18 and spoke with Joleen in our office to request the cancellation of her policy. Joleen mailed her a cancellation form on that day, and explained she would cancel the policy when she received the form back.Consumer comment: Not true she said my policy was canceled and it when I called her.Business Response: When I spoke with Ms. [redacted] on 10/11/17, she said she had not received the cancellation form tosign. I verified the address, and resent the cancellation form. I said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation request. As of 3/9/18, Ihave not received her formal signed cancellation form back.Consumer response: the letter I go canceled my policy on 10-3-17Business Response: I had also spoken with Ms. [redacted] on 10/11/17 at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to her. I then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business days. I called Ms.[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.Consumer response: Not true he gave me # to call and when I called they did not talk to me. They put a recording onBusiness Response:On 10/13/17 at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should be. I spoke to [redacted] and she said when Ms. [redacted] hadcalled in directly back in October 2015 to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.Customer Response: It is iligal to pay back for Ins. You cant pay for last month this month etc.If this isn’t fraud I don’t know what is. When they did the auto payment I was actually paying ahead of time.What [redacted] is saying that I was paying for my Ins. For last month not the month ahead. Witch would be fraud. I am being taken advantage of because I am an old woman. Did you ever hear of paying ins. For last mo. Not next mo. I haven’t.I have talked to other Ins. Co. and they told me no you can’t pay for alst mo, you have to pay ahead for next month. I still think they owe me $147.16 plus the two $28.00 for each bounced check.[redacted]
(1) A response from nationwideWe spoke with the insured and she agreed to allow us to send out a vendorto evaluate the couch for repair/replacement.(2) A check for the cost to replace the couches and dispose of the oldcouchesOnce the evaluation is complete we will review for repair or...
replacement.(3) The $1,000 deductible refunded/subrogation process initiatedSubrogation was referred and is working with the liable carrier to pursuesubrogation. If subrogation is successful the subrogation department willhandle reimbursement.(4) Check for the depreciation withheldThe depreciation check was issued prior to this complaint.
Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding the cancellation of the above referenced automobile policy for non-payment of premium.A summary of the billing history on Mr. [redacted]’s account is as follows:6/10/16: Bill sent for the amount of $185.65 with a due date...
of 7/4/16.7/6/16: Renewal processed at $2,963.82.7/7/16: Payment made in the amount of $230.85 (this resulted in overpayment o $45.20).7/12/16: Bill sent for the amount of $246.99 due to the new renewal calculation on 7/6/16 resulted in higher monthly billing amount.7/12/16: Adjusted statement for $206.79 (this is the $246.99 minus the $45.20 overpayment) + $5.00 processing fee due on 8/4/16.8/5/16: Payment made in the amount of $206.79.8/11/16: Bill sent for the amount of $251.98, this is the monthly bill of $246.98 + $5.00 processing fee due 9/4/16.9/6/16: Payment made in the amount of $206.79.9/8/16: Amount due of $266.98, this is bill for $251.98 plus $15.00 late fee (subtract the payment of$206.79 leaves balance due of $60.19).9/8/16: Warning notice sent for $60.19 due by 9/28/16 or policy will cancel for non- payment ofpremium.10/5/16: Payment made in the amount of $246.22, past the due date of 9/28/16, therefore policy wasdenied reinstatement. Denial letter was mailed and excess payment refunded.Copies of the billing notices, warning/cancellation notice, and denial letter are included for your reference. We are in compliance by mailing the billing statements to [redacted], the address provided on the billing account. The cancellation notices are mailed to the last provided address on the policy which is [redacted]Unfortunately, we are unable to approve a reversal or a reinstatement of the policy at this time, due to the policy has not been insured with Nationwide more than 5 years, and payment was not received prior to the 9/28/16 due date.If you have any further questions or concerns, please contact our [redacted], Janice K[redacted] at ###-###-#### or email at [redacted]Sincerely,Kristin M[redacted]###-###-####
We are in receipt of your correspondence dated April 10, 2017 addressed to [redacted] regarding [redacted]s concern of owing a collection balance and not being notified of the increased monthly installment. I will be happy to respond to Mr. [redacted]’s concern on her...
behalf. Policy [redacted] was an annual personal automobile policy which incepted October 13, 2016 and was cancelled effective January 25, 2017 per Mr. [redacted]’s request. The policy was issued with an annual premium of $2,135.76; the premium was increased $1,161.48 due to trailing documents known as the [redacted] Forms not being signed and returned to [redacted] Auto & Home Insurance or [redacted] Insurance Company. The specific forms which were not returned were the Uninsured Motorist Waiver of Stacking Form, Tort Form, and Auto Minimum Limits Form. Since these forms were not returned medical payments limits were increased, tort coverage was changed to full tort, and uninsured motorist’s coverage stacking option was added effective the October 13, 2016 inception date. [redacted] Insurance Company issued an amended declarations page on November 21, 2016 advising of the increase premium and a billing statement was issued on December 20, 2016 advising the monthly installment was $307.03. Both documents were mailed to Mr. [redacted] at [redacted] [redacted] Insurance Company is not able to accommodate Mr. [redacted]’s request to issue a refund for $241.89 and remove the $92.14 collection balance. The $92.14 is the additional amount owed for coverage provided to January 25, 2017 since the [redacted] Forms were not returned to [redacted] Auto & Home Insurance or [redacted] Insurance Company. If you require further assistance, please contact our [redacted] Barb D[redacted], at ###-###-#### or by email at [redacted] Sincerely, Jake M[redacted]
I am writing in response to Ms. [redacted]’s complaint regarding her requests for a Loan Modification regarding the property referenced in her complaint. [redacted].Per the attached response provided by Nationwide Advantage Mortgage Company dated march 29, 2016, the...
property in question is not eligible for Loan Modification in part because the mortgage loan is secured by a property that does not serve as her principal residence. According to FHA guidelines, only an owner occupied residence may be considered eligible for Loan Modification. Additionally, the response offers information regarding the Right to Appeal, but requires that the appeal be delivered in writing to: Nationwide Advantage Mortgage Company, [redacted] not later than April 12, 2016. To this date, a formal appeal has not been received and the right to appeal has therefore expired. I am very sorry that I am unable to offer further assistance in this matter. Sincerely,Anne C[redacted]
This is in reference to complaint ID 10929623 and an email that was sent to me (copy attached). I wouldlike this complaint file reopened. I read the email over and noted a big error which started this, process ,my letter dated January 4, 2013.In the email the check sent on January 4, 2013, check no. 2736 for $125.10 was not mentioned, nor didit state they sent the check back, which I still do understand why. I did not receive the check and if I hadwould have called and everything would have been straighten out. It was also not mentioned that theysent me a collection notice from [redacted] dated September 2, 2014 for $125.10 which Ipaid. December 2012 I did not receive a bill that a payment was due. It was not until I received the letterdated December 31, 2012 stating my policy was cancelled.I blame Nationwide for their lack of communications, not handling my policy properly and being withoutcar insurance for three months, The least they can do it reimburse me for $3,102.03 ($2,627.10+$125.10see back of letter dated June 2, 2015) and settle this.Thank you for your help. Any questions or concerns call me at ###-###-#### or email me at [redacted]Sincerely, [redacted]
This does not seem logical. So basically this conpany could say they changed their mind and my house was worth a billion dollars, and expect me to pay for the previous 2 month that was quoted to me at a different rate. You simply can't do that to people. I've asked [redacted] about this and they said they would NEVER do that to their customers. You had the house inspected and gave me a quote. If you changed your mind afterwords, that is your own fault and should't come at my expense.
Regards, [redacted]
Thank you for the opportunity to respond to the RevDex.com regarding policy number 10095914 for Mr. [redacted] and to
address his concerns about the policy. On 09/14/2015, Mr. [redacted] purchased a six month insurance
policy from the National Consumers United LLC...
with a bill plan of 25% down and
5 installments. Mr. [redacted] requested to have his spouse, [redacted] excluded
from the policy. A signed exclusion form is required.
On 09/15/2015, a memo was mailed to Mr. [redacted] requesting a
signed exclusion form for [redacted]. The memo stated that if the exclusion
form was not received, the policy would be cancelled.
On 10/23/2015, no exclusion form was received and the policy
was set to cancel effective 11/27/2015. A Cancellation Notice was mailed to Mr.
[redacted].
On 11/27/2015, no exclusion form was received and the policy
cancelled per the 10/23/2015 notice.
I trust that I have addressed the issues within Mr. [redacted]’s
complaint.
If you
require further assistance in this matter, please contact our Customer
Relations Coordinator, Charity W[redacted], or by email at [redacted]@nationwide.com.
Sincerely,
Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy #[redacted]. (No, I actually called because I spoke with somebody prior to that day who gave me a quote for a policy in just my name, and she advised me that she would refer my quote to the local agent and provided me with contact info. Nationwide was advised I, [redacted], was the owner of the Cadillac the day it was added in 2012). We wrote a spinoff policy December 2, 2014 with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother [redacted]. The Application is in Docu Vault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2014. (This is not true. The application was sent to me for the first time in May 2015. I never received a copy of the application prior to that, definitely not in December 2014. When I spoke with [redacted] I asked him why I never receive it in December and he advised me “It must have got stuck in my outbox and was never sent” and that is verbatim. The policy was written correctly but sometimes we spinoff policy, the named insured while in processing at nationwide switches back to the named insured on the prior policy. (If this was the case then how come my name was left off the policy as a driver when it was rewritten or the “spinoff” was made? Because [redacted] was listed a policy holder AND the only driver on the policy until I had to call back to add myself) While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed application. Ms. [redacted] has still not signed the application to correct the named insured error. (This is because I cannot sign something I do not agree to, and Nationwide/[redacted] will not correct the errors). Our system reflects that on December 1, 2104 the policy was bound in [redacted]’s name. I have already mentioned this to Nationwide because we have seen this error before. Nationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy). (Is this spinoff policy mandatory when someone is leaving a parents policy or is this something that is done to make it easier for the agency to process and the reason I ask is because I requested my mother’s policy be cancelled (which she agreed to) and a NEW policy be opened in my name.) The address on both of these policies is the same. All Declaration Pages have been sent to the [redacted] address. I feel Ms. [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. (This is 100% true, there were several errors made by Mr. [redacted] and leaving rental coverage off was one of them. I feel he didn’t pay attention to my needs as a customer and instead made it easy for himself and completed the “spinoff”policy and matches coverage on my mother’s previous policy. When I asked for my own policy, a new policy, I asked for rental coverage.) We only need the signed application returned to us in order to place [redacted] as the named insured on the policy. (When I spoke with [redacted] he advised me that they would not cover my claim for my accident if I did not sign the application and practically begged me to sign the application and back-date the application to December 2nd 2014. I feel he did this to try to cover his own behind. Nationwide still covered my claim with no issue. When I asked him why the error had not been fixed since it was a system error and I actually and truly am the policy holder, he responded “I don’t know [redacted]”. At that time I was responded “well it seems like you don’t know much” the reason I responded that way was because none of my questions were being answered and I personally felt like I was being lied to and deceived in order for him to cover up his own mistakes. Ms. [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a 2004 Cadillac. She replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle. (No, the Audi did not replace the Cadillac, the Audi was added in addition to the Cadillac, and at this time I asked for Nationwide to match the coverage to my Cadillac because I was under the impressions that Mr. [redacted] had performed his job properly and added the appropriate coverage that I requested. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. (Correct, I did not have rental coverage previously on the Cadillac when the policy was in my mother’s name, but at the time of the “spinoff” when I asked for a new policy I requested rental coverage, so Mr. [redacted] is absolutely right. Rental coverage was not put on the new “spinoff” policy because Mr. [redacted] failed to do so after it was requested. There were never any notes or questions about rental coverage. (This is because all the notes are from Mr. [redacted] and he did not add what I requested and just processed a “spinoff’ and called it a night. I remember the day it was done because I was working the night shift, so it was later in the evening and he seemed to be in a rush because he wanted to get out of the office.) Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. (The coverage would not be listed because it was never added, and these Declarations were addressed to my mother, [redacted], there is no telling what she does with her mail.) No communication was made with our office after the conversation on December 1, 2014 when her spinoff policy was made effective. Ms. [redacted] has no documentation where she requested this coverage that I am aware of. (No, I do not have any documentation where I requested the coverage, how could I? Any documents that I have are from Nationwide or [redacted] Agency and they are full of errors. Also, I actually did have to call back but I did not speak with the local agency I spoke with Nationwide. I called them because I noticed the policy was in [redacted]’s name and I called to advise then of the error and they advised me because I was 22 or under and at the same address of my mother then they could just add me as a diver and I would be covered. The whole reason for me to switch the policy was because of the price. Prior I was paying around $150 a month, but when I was quoted for a policy in my name alone it was around $100. So, at the time I spoke with Nationwide to avoid further confusion and having to go through the quote process and having the policy rewritten again the agency and I agreed to leave it as is so long as I was covered. The agent wanted to make it “easy for me”. Had I known that this would have come back to bite me in the butt I would not have taken advice from a representative of the company, a skilled and trained Nationwide agent, and I would have had the error corrected.)
3.11.16 Revdex.com returned consumer's phone call left vm.
This letter is in response to the inquiry received from your office on December 14, 2016. We have spoken to the customer extensively and addressed his concerns. We have delivered feedback to the appropriate associates and to the repair facility management. The customer has been placed in...
a rental vehicle for the duration of the repairs at the expense of the repair facility. Additionally, the repair facility has acknowledged the service concerns the customer had, and has offered him a discount on the repairs. At this time, the customer has indicated his current concerns are resolved and is satisfied with being offered a discount and rental vehicle. His vehicle should be delivered back to him on or before December 19, 2016 and he will contact us with any additional concerns he has. If you require further assistance in this matter, please contact our Customer Advocacy Coordinator, Gerrie H[redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]@nationwide.com.
January 11, 2016[redacted]
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Dear [redacted]:On October 20, 2015 a claim was reported to Nationwide Mutual Insurance Company (Nationwide)concerning an automobile accident occurring on this date.Named Insured, [redacted], was operating a 2008 [redacted], a listed vehicle under NationwidePolicy Number [redacted]. The claimant, [redacted], owns a 2015 [redacted]. On October20, 2015, [redacted] was traveling westbound on [redacted] Road attempting a left turn onto [redacted] when he pulled into the path of [redacted], who was traveling eastbound on [redacted] Road. Thisaction caused the right front corner of [redacted]’ vehicle to strike the right rear side of [redacted] vehicle.Nationwide paid [redacted]’ damage estimate of $5,648.15 ($3,447.26 of this were for parts) plus $444.17in rental costs.On/around October 22, 2015, prior to repairs being completed, Nationwide received notice that [redacted]
[redacted] was also making a Diminished Value Claim. The Diminished Value Claim was assigned toadjuster [redacted]. [redacted] arranged for a post-repair vehicle re-inspection, which wascompleted on/around December 3, 2015. [redacted] provided a copy of the vehicle title/registration aswell as diminished value appraisal report obtained through [redacted] ([redacted]).The appraisal report through [redacted] indicates that no actual inspection was performed; rather, theyreviewed the materials provided by [redacted]. [redacted] opined that the pre-loss fair market value for thesubject vehicle was $47,683. [redacted] further stated they "do not assess the quality and thoroughness ofthe repairs....only diminishment relating to stigma has been assigned a dollar value in this report". Thereport also lists several factors which potential buyers may consider important if they know the vehiclehas been involved in an accident. These again relate to the 'stigma' referenced and speak in generalitiesand hypothetical situations only; there is nothing specific to this particular claim and/or vehicle. It'simportant to note that 'stigma' and generalities are speculative and do not prove a diminution in valueclaim without evidence of a reduction in the vehicle's actual cash value before the accident and afterrepairs. The [redacted] report also references vehicles with a similar year/make/model; however, all havediffering mileage than that of the subject vehicle. [redacted] goes on to claim that the post-accident fairmarket value is $38,146 and further alleges that due the accident, the vehicle's value has diminished by20% or $9,537. There has been no documentation provided that would support these figures and/oropinion.Furthermore, [redacted] has alleged that this accident has caused his vehicle to sustain accelerateddepreciation, and has further alleged that a reasonable person will not pay the same price for awrecked/repaired vehicle as they would for one with no prior damage history. [redacted] has not providedany documentation to support his statements and/or opinions. It should also be noted that during thepost-repair inspection, it was discovered that the [redacted]' vehicle sustained additional {unrelated}damage due to a subsequent accident/incident.The measure of damages for diminution in value in Ohio is the difference in actual cash value (not tradein or resale value) before an accident and after repairs. The information [redacted] has provided is notbased on a difference in actual cash value. Furthermore, in Ohio, a claimant recovering both the cost ofrepairs and the residual diminution in value is not entitled to recover damages in excess of the vehicle'sgross diminution in value. In addition, [redacted] has suggested that the accident will negatively impactthe vehicle's trade-in and/or resale value; however, as noted above, diminished value is not based ontrade-in or resale value.Taking into consideration the aforementioned information, the damages sustained, repairs made, as wellas the vehicle's age, mileage and overall condition, we have extended a good faith offer of $1,200 toresolve [redacted]’ diminished value claim; [redacted] has rejected this offer at this time.Nationwide would be pleased to consider any new information [redacted] would like to provide to supporthis claim. If you have any additional questions please contact Angela S[redacted], Customer RelationsCoordinator, Office of the Customer Advocacy at ###-###-#### or [redacted]Respectfully,Wendy K[redacted]Claims ManagerNationwide PCIO | MidWest Operations | Material Damage[redacted]
[redacted]C ###-###-#### | F ###-###-####[redacted]Office of Customer Advocacy | [redacted]
Once again, the personnel of Nationwide are exhibiting the very unprofessionalism and incompetence that we have stated from the very begining. We advised them numerous times of our new official address that being: [redacted] Drive, apt. [redacted], McLean, VA 22102.Do you think for a single second, that we are in the least surprised that they would intentionally send our cheque for monies owed to a non-existant address?Nationwide has been a disgrace from the very beginning. Our address is and always has been [redacted] Drive. apt. [redacted] in McLean Virginia 22102. We believe Nationwide has deliberately sent our monies owed to a non existant address because perhaps they do not have the funds in which to refund us our monies. We DEMAND AN OFFICIAL LETTER OF APOLOGY FROM NATIONAWIDE for their INCOMPETENCE AND THEIR DELIBERATE ACTIONS IN DELAYING PAYING US OUR MONIES OWED.ALSO, NATIONWIDE SHOULD BE EMBARASSED FOR WRITING US AN ABRUPT LETTER ADVISING US THAT THEIR HANDLING OF OUR CLAIM FROM JUNE 8, 2016 CANNOT BE RESOLVED BY THEM, AGAINST OUR FORMER LANDLORD, AND THAT NOW, THEY ARE FILING WITH A COLLECTION AGENCY. APPARENTLY, NATIONWIDE DOES NOT KNOW HOW TO HANDLE AND RESOLVE LEGAL CLAIMS FILED WITH THEM. INSTEAD THEY PASS THE BUCK TO A COLLECTION AGENCY AFTER 9 MONTHS OF NO RESOLUTION AGAINST OUR FORMER LANDLORD.WE DEMAND NOT ONLY AN OFFICIAL APOLOGY FROM THEIR HEAD OFFICE WITH RESPECT TO THIS OBVIOUS DELAY IN RETURNING OUR MONIES OWED AND WE DEMAND INTEREST ON SAID MONIES OWED DUE TO THEIR DELIBERATE ACTIONS IN SENDING OUR MONIES OWED TO A NON ADDRESS. WE ADVISED THEM IN WRITING AT LEAST SIX TIMES OF OUR NEW ADDRESS BEING [redacted], apt. [redacted], in McLean, VA 22102 and after receiving written confirmation of this new address they STILL SENT OUR MONIES OWED SOMEWHERE ELSE. HOW DOES THIS NATIONWIDE STAY IN BUSINESS. AFTER OVER TEN YEARS OF PAYING THIS UNPROFESSIONAL COMPANY OUR MONTHLY PREMIUMS, THIS IS HOW THEY TREAT US.
July 28, 2016[redacted]...
[redacted] [redacted]
Dear [redacted],We are in receipt of your request for information regarding the above referenced file. [redacted] states in his complaint that he received three checks for claims reimbursement which were returned by the issuing bank when he made the deposit. [redacted] states that he was told by a Nationwide representative that is would take 3-4 weeks to reissue his checks. He is requesting immediate replacement.Please be advised that we are aware of an internal issue that occurred with our financial institution. We have identified and reached out to the members who were impacted for resolution. We contacted [redacted] when we discovered the problem and offered several options to reimburse him. These included a paper check (which could take a couple weeks to receive), ACH into his account, or to refund to the payment method on file (which are almost immediate). Please be advised that the funds for the three checks identified by [redacted] have been applied to his credit card account on July 22, 2016. We also provided an additional $30.00 per check to cover any bank fees that may have been incurred.We sincerely apologize for any inconvenience this error may have caused [redacted].Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G[redacted], at ###-###-#### or via email at [redacted]Sincerely,Vincent G[redacted]Clinical Operations ManagerNationwide[redacted]###-###-####
I am satisfied with Nationwide's resolution of the dispute. I said in my previous response that I was satisfied with the offer from Nationwide's claims adjustor but that the Nationwide response on the Revdex.com complaint site was not quite the same as what the adjustor had offered. Since then, the adjustor has moved forward with the resolution he offered, and I am satisfied. [redacted]
Attached is a copy of my April 4, 2015 statement from Nationwide stating 1 mo payment April 4 - May 4 is $63.80 page 1 It cleared my bank on 4-2-15 so it was not late Page 2 attached.Page 3 is part of your letter stating they cancelled on April 28, 2015 Insurance was paid through May 4, 2015 so why do I woe according to Nationwide $32.50. There is no reason for fees.
I want to paid out for the amount that is listed on my insurance under the declaration page. I have reached out and spoken to Joe about this on Friday, he promised a call back on Monday that did not happen.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
There are witness that heard Agent [redacted] state that the loan would be paid in full, she was on speaker phone and 3 other people in my office heard her state when I ask twice. She state yes it would be paid in full that is what GAP is for.
Regards, [redacted]
No response from [redacted] in [redacted]. No responsibility accepted here on this response. Why can't the paperwork be "in an easily readable format", per #5 on Scottsdale Insurance Company's "Residential Property Policyholder Bill of Rights". Regards. [redacted]
Business response: Ms. [redacted] called in on 10/3/18 and spoke with Joleen in our office to request the cancellation of her policy. Joleen mailed her a cancellation form on that day, and explained she would cancel the policy when she received the form back.Consumer comment: Not true she said my policy was canceled and it when I called her.Business Response: When I spoke with Ms. [redacted] on 10/11/17, she said she had not received the cancellation form tosign. I verified the address, and resent the cancellation form. I said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation request. As of 3/9/18, Ihave not received her formal signed cancellation form back.Consumer response: the letter I go canceled my policy on 10-3-17Business Response: I had also spoken with Ms. [redacted] on 10/11/17 at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to her. I then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business days. I called Ms.[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.Consumer response: Not true he gave me # to call and when I called they did not talk to me. They put a recording onBusiness Response:On 10/13/17 at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should be. I spoke to [redacted] and she said when Ms. [redacted] hadcalled in directly back in October 2015 to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.Customer Response: It is iligal to pay back for Ins. You cant pay for last month this month etc.If this isn’t fraud I don’t know what is. When they did the auto payment I was actually paying ahead of time.What [redacted] is saying that I was paying for my Ins. For last month not the month ahead. Witch would be fraud. I am being taken advantage of because I am an old woman. Did you ever hear of paying ins. For last mo. Not next mo. I haven’t.I have talked to other Ins. Co. and they told me no you can’t pay for alst mo, you have to pay ahead for next month. I still think they owe me $147.16 plus the two $28.00 for each bounced check.[redacted]
(1) A response from nationwideWe spoke with the insured and she agreed to allow us to send out a vendorto evaluate the couch for repair/replacement.(2) A check for the cost to replace the couches and dispose of the oldcouchesOnce the evaluation is complete we will review for repair or...
replacement.(3) The $1,000 deductible refunded/subrogation process initiatedSubrogation was referred and is working with the liable carrier to pursuesubrogation. If subrogation is successful the subrogation department willhandle reimbursement.(4) Check for the depreciation withheldThe depreciation check was issued prior to this complaint.
Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding the cancellation of the above referenced automobile policy for non-payment of premium.A summary of the billing history on Mr. [redacted]’s account is as follows:6/10/16: Bill sent for the amount of $185.65 with a due date...
of 7/4/16.7/6/16: Renewal processed at $2,963.82.7/7/16: Payment made in the amount of $230.85 (this resulted in overpayment o $45.20).7/12/16: Bill sent for the amount of $246.99 due to the new renewal calculation on 7/6/16 resulted in higher monthly billing amount.7/12/16: Adjusted statement for $206.79 (this is the $246.99 minus the $45.20 overpayment) + $5.00 processing fee due on 8/4/16.8/5/16: Payment made in the amount of $206.79.8/11/16: Bill sent for the amount of $251.98, this is the monthly bill of $246.98 + $5.00 processing fee due 9/4/16.9/6/16: Payment made in the amount of $206.79.9/8/16: Amount due of $266.98, this is bill for $251.98 plus $15.00 late fee (subtract the payment of$206.79 leaves balance due of $60.19).9/8/16: Warning notice sent for $60.19 due by 9/28/16 or policy will cancel for non- payment ofpremium.10/5/16: Payment made in the amount of $246.22, past the due date of 9/28/16, therefore policy wasdenied reinstatement. Denial letter was mailed and excess payment refunded.Copies of the billing notices, warning/cancellation notice, and denial letter are included for your reference. We are in compliance by mailing the billing statements to [redacted], the address provided on the billing account. The cancellation notices are mailed to the last provided address on the policy which is [redacted]Unfortunately, we are unable to approve a reversal or a reinstatement of the policy at this time, due to the policy has not been insured with Nationwide more than 5 years, and payment was not received prior to the 9/28/16 due date.If you have any further questions or concerns, please contact our [redacted], Janice K[redacted] at ###-###-#### or email at [redacted]Sincerely,Kristin M[redacted]###-###-####
We are in receipt of your correspondence dated April 10, 2017 addressed to [redacted] regarding [redacted]s concern of owing a collection balance and not being notified of the increased monthly installment. I will be happy to respond to Mr. [redacted]’s concern on her...
behalf. Policy [redacted] was an annual personal automobile policy which incepted October 13, 2016 and was cancelled effective January 25, 2017 per Mr. [redacted]’s request. The policy was issued with an annual premium of $2,135.76; the premium was increased $1,161.48 due to trailing documents known as the [redacted] Forms not being signed and returned to [redacted] Auto & Home Insurance or [redacted] Insurance Company. The specific forms which were not returned were the Uninsured Motorist Waiver of Stacking Form, Tort Form, and Auto Minimum Limits Form. Since these forms were not returned medical payments limits were increased, tort coverage was changed to full tort, and uninsured motorist’s coverage stacking option was added effective the October 13, 2016 inception date. [redacted] Insurance Company issued an amended declarations page on November 21, 2016 advising of the increase premium and a billing statement was issued on December 20, 2016 advising the monthly installment was $307.03. Both documents were mailed to Mr. [redacted] at [redacted] [redacted] Insurance Company is not able to accommodate Mr. [redacted]’s request to issue a refund for $241.89 and remove the $92.14 collection balance. The $92.14 is the additional amount owed for coverage provided to January 25, 2017 since the [redacted] Forms were not returned to [redacted] Auto & Home Insurance or [redacted] Insurance Company. If you require further assistance, please contact our [redacted] Barb D[redacted], at ###-###-#### or by email at [redacted] Sincerely, Jake M[redacted]
I am writing in response to Ms. [redacted]’s complaint regarding her requests for a Loan Modification regarding the property referenced in her complaint. [redacted].Per the attached response provided by Nationwide Advantage Mortgage Company dated march 29, 2016, the...
property in question is not eligible for Loan Modification in part because the mortgage loan is secured by a property that does not serve as her principal residence. According to FHA guidelines, only an owner occupied residence may be considered eligible for Loan Modification. Additionally, the response offers information regarding the Right to Appeal, but requires that the appeal be delivered in writing to: Nationwide Advantage Mortgage Company, [redacted] not later than April 12, 2016. To this date, a formal appeal has not been received and the right to appeal has therefore expired. I am very sorry that I am unable to offer further assistance in this matter. Sincerely,Anne C[redacted]
This is in reference to complaint ID 10929623 and an email that was sent to me (copy attached). I wouldlike this complaint file reopened. I read the email over and noted a big error which started this, process ,my letter dated January 4, 2013.In the email the check sent on January 4, 2013, check no. 2736 for $125.10 was not mentioned, nor didit state they sent the check back, which I still do understand why. I did not receive the check and if I hadwould have called and everything would have been straighten out. It was also not mentioned that theysent me a collection notice from [redacted] dated September 2, 2014 for $125.10 which Ipaid. December 2012 I did not receive a bill that a payment was due. It was not until I received the letterdated December 31, 2012 stating my policy was cancelled.I blame Nationwide for their lack of communications, not handling my policy properly and being withoutcar insurance for three months, The least they can do it reimburse me for $3,102.03 ($2,627.10+$125.10see back of letter dated June 2, 2015) and settle this.Thank you for your help. Any questions or concerns call me at ###-###-#### or email me at [redacted]Sincerely, [redacted]
This does not seem logical. So basically this conpany could say they changed their mind and my house was worth a billion dollars, and expect me to pay for the previous 2 month that was quoted to me at a different rate. You simply can't do that to people. I've asked [redacted] about this and they said they would NEVER do that to their customers. You had the house inspected and gave me a quote. If you changed your mind afterwords, that is your own fault and should't come at my expense.
Regards, [redacted]