I am in receipt of your email to [redacted] dated November 2, 2015.I am providing you with the following information:? Renewal Declarations? Billing StatementsPolicy 7842D 349516 renewed on October 7, 2015, with a term premium of $606.90. On September 4, 2015, a Renewal Declarations was mailed...
to the address on file advising the member of the new 6 month premium.The increase in the 6 month premium, from $540.70 to $606.90, was due to several changes:? A statewide rate revision for Colonial County Mutual Insurance, a Nationwide Company.? A reduction in the New Vehicle Discount as this is a diminishing discount. This discount applies to automobiles with model years within the past five years. The current model year increases every year on October 1st, regardless of the actual introductory dates of the makes and models.? The removal of the Easy Pay Sign-up Discount as this discount is only applicable for one term.On September 14, 2015, a draft statement was emailed to the email address on file, at [redacted], advising $106.06 would be deducted from the member's bank account on or around October 7, 2015, which was the first payment of the renewal. The bill also notified the member that his automatic Electronic Funds Transfer amount would increase at the next monthly withdrawal and explained what to do if he objected to the increase. The first payment of the renewal did not reflect the renewal increase due to [redacted] House Bill 3221. In order for Nationwide to be in compliance with [redacted] House Bill 3221, we are required to notify account holders 30 days in advance of any renewal premium increase greater than $2.00. At renewal; the first withdrawal amount of $106.06 was based on the prior term premium. The bills for the remainder of the term will be adjusted to approximately $130.85.On October 23, 2015, a draft statement was emailed to the email address on file, at [redacted], advising $130.85 will be deducted from the member's bank account on or around November 7, 2015.If you have any additional questions, please contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Sincerely,Christina L[redacted]
Dear [redacted],In response to Nationwide let me say I refused to speak to agent Hugh G[redacted] since I had spoken to him many times regarding my large increases in premium and he always assure me I was getting the most for my Premium.I now know this wasn't true. He was taking care of his commissions, not me. I called Customer Service twice to ask for my Insurance score that they based Premium on and both times they refused to give it to me. My last bill was for $840.40 not $835.59 as they state.I now get many more benefits for $581.60 less per year. I see a problem with this.Sincerely,[redacted]
This letter is in response to the inquiry received from your office on July 6, 2015. Please note that we resolved Mr. Yates’ claim with him on July 2, 2015 in exchange for a Release of All Claims.
If you require further assistance in this matter, please contact our Customer...
Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]
Sincerely,
[redacted]
Commercial Claims West
Nationwide Agribusiness Insurance Company
Phone: ###-###-####
Email Address: [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11015809
I am rejecting this response because:
First, it was already discussed with Ms. Melissa that the insurance will be backdated so that there is no lapse showing in coverage showing by DMV. For some reason, she decided to just sent reimbursements for fines we paid to DMV; instead she was supposed to rectify this situation with DMV and get our records clear with DMV first. To this date, this has not been done.What I don't understand is that, why do I have to pay insurance for backdated insurance? Usually we pay insurance for future, not for our past.Only thing I want to be rectified is that there is no lapse in insurance. Why do I have to pay for something for something that there is no risk involved for your company.Basically, Nationwide is just benefiting for this situation. Nationwide is definitely not on my side, they are just doing business and dirty one.Second, I don't have taxi receipts. Ok, so Nationwide needs receipts. Fine don't give me taxi reimbursements. But, what happened to NOT providing me rental cars for which NationWide was wholly solely responsible.Why didn't you advise me that my cars will be suspended if I remove the liability insurance? You are not agreeing this fault of yours? So, basically you created all this problem for me, and now you just want my money without making things any better for me? Only for your business, and in a very dirty way.You sure are doing DIRTY BUSINESS. I hate Nationwide from now on, and will strongly urge my family and friends about this situation.
Regards,[redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number 6401281 for [redacted] and to address her concerns about the policy. On 11/03/2008, Mrs. [redacted] started a six-month personal auto insurance policy through the [redacted] insurance...
agency. The policy was on a 20% down payment and five installment electronic funds transfer (EFT) bill plan. The policy cancelled effective 05/03/2017 when the renewal payment of $79.68 was not made. On 09/08/2016 a renewal offer was mailed to Mrs. [redacted] advising that a payment of $75.77 would be automatically drafted from her account on 11/03/2016 to start the next six-months of coverage. On 11/03/2016, an EFT payment schedule was mailed to Mrs. [redacted] outlining the next five months of payments, and thanking her for the renewal payment taken. On 04/07/2017, Mrs. [redacted] contacted the member service center regarding the fact that her policy was still active. She advises the Member Care Representative (MCR) that she received a renewal offer despite calling the agent’s office to cancel. The MCR asked if Mrs. [redacted] ever went into the agency or signed a cancellation request. Mrs. [redacted] confirmed that she just called to cancel the policy, and that she never went into the agent’s office or signed a cancellation request. The MCR asks probing questions as to whether Mrs. [redacted] had other coverage at the time, or if she had turned in the plates for the vehicle to show that the coverage was not needed. Mrs. [redacted] advises she has no such documentation, at which point the MCR offers to send her a cancel request to sign, which can be back dated up to 30 days. The MCR also stopped the EFT on that call so no further payments would draft from Mrs. [redacted]’s account. During this call, Mrs. [redacted] is transferred to an Escalation Specialist who reaches out to the [redacted] agency. The Escalation Specialist speaks to agent [redacted] and asks if they have a cancel request on file. [redacted] checks and advises that there is nothing on file, and that if Mrs. [redacted] had called in to cancel she would have been advised to come into the office to sign the request. On 06/16/2017, I spoke with agent [redacted] at the [redacted] agency. She advised that had Mrs. [redacted] called the agency to cancel this policy, they would have asked her to come in and sign a cancellation request. She further advised that Mrs. [redacted] has been in contact with the agency several times in regards to this matter, and has been advised that proof showing the policy was no longer needed would be required to back date the cancellation. The agency has no record of Mrs. [redacted] calling in to cancel her policy. If you require further assistance, please contact me, Charity W[redacted], at ###-###-#### or by email at [redacted]. Sincerely, Jillian J[redacted] Analyst, Process Management
Dear Revdex.com: Thank you for your letter dated October 13, 2015 regarding the concerns raised by [redacted] on behalf of La Casa de Don Pedro. This commercial general liability claim was received by [redacted] of [redacted] claims office on July 6,...
2015. Our insured, Priority Mechanical, was hired by La Casa de Don Pedro to install a new furnace at the home of [redacted]. This installation was completed in December 2014. The claim allegation is that our insured’s furnace install caused Ms. [redacted] central air conditioning to no longer work. This letter details the months of continued attempts to reach our insured via US mail, email, and telephone, with no success or response. Below is our timeline of these attempts and our investigation. July 6 Telephone attempts were made to reach both our insured and La Casa, the same day the claim was received. July 7 Telephone attempts were made to both our insured and La Casa. Contact with our insured was also attempted through email. July 8 Telephone contact was made with [redacted] with La Casa de Don Pedro. She was able to provide a statement detailing the work that was requested of our insured in December 2014, and the specifics of the contract between La Casa de Don Pedro and our insured, Priority Mechanical. Ms. [redacted] alleged that our insured’s furnace install in December 2014 was related to and caused the homeowner’s air conditioner to not work in May 2015. Ms. [redacted] was unable to provide any specifics as to this allegation and correlation. We requested (and followed up with an email) that Ms. [redacted] send us photos of the homeowner’s furnace and air conditioner system and setup, as well as the contract with our insured, Priority Mechanical and La Casa de Don Pedro. The homeowner’s contact information was also requested and provided. On that same day, the homeowner, Altagracia [redacted], was contacted and we obtained her statement to verify the facts of this loss and the allegations against our insured. Ms. [redacted] did not know why her air conditioner was not working. July 20 Continued attempts were made to contact the insured by telephone and email. A letter was also sent by US mail in an attempt to reach the insured. As the contact information on record was proving to be unsuccessful, internet searches were conducted. Additionally, a voicemail message was left for the insured’s insurance agent to obtain additional or correct contact information. Contact was made with the homeowner, [redacted], to request the opportunity to send an appraiser to inspect her heating/cooling system to determine what was wrong with it. She confirmed it had not yet been repaired. We also advised Ms. [redacted] on the current status of the claim, which included our need for our insured’s statement and to verify what caused her air conditioner failure and if our insured was liable for this. A follow up email was sent to Ms. [redacted] for the photos and contract that was previously requested. July 21 Pictures were received via email from La Casa de Don Pedro of the old furnace and the new furnace the insured installed. I replied to Ms. [redacted]’s email and advised on the status of my claim investigation, which was our need for our insured’s statement and to verify what caused Ms. [redacted] air conditioner failure and if our insured was liable for this. August 3 The appraiser indicated he was having difficulty reaching the homeowner to arrange the inspection. Ms. [redacted] was emailed and advised on the situation that the appraiser was trying to contact them so he could inspect their damages and prepare his report so a liability decision could be made. Ms. [redacted] was also advised that we had received her contract and bid information for our insured’s furnace installation. August 6 Continued attempts to contact our insured via US mail and email. August 7 Further searches for working telephone numbers and accurate address for our insured were unsuccessful. The telephone numbers that were located were all wrong numbers. At one of the numbers, a woman advised that the insured no longer is in their building, but could not provide me any other information or contact information. A follow up call with the insured’s agent provided a different address and phone numbers for the insured in comparison to what we previously had on record. One of the numbers did not work and one was the current number we were calling. Continued internet searches were conducted to locate current phone numbers based on this new address, but we could not find a working number. Another contact letter was sent to our insured at the new address. August 11 A letter was sent to the homeowner advising that the appraiser has been unsuccessful in reaching her. Continued searches were conducted for additional telephone numbers for our insured, but we could not find any working numbers. August 18 We requested a status update from our appraiser on his continued attempts to reach the homeowner to inspect her property. Our appraiser responded advising he has made (5) telephone attempts and sent a letter via US mail to the homeowner with no response. August 24 Our appraiser advised he still has not heard from the homeowner. We contacted the homeowner; however we were unable to reach her. We called again on this day and spoke with the homeowner, advising her on our appraiser’s unsuccessful attempts at reaching her. She advised that we could have the appraiser come any day after 3:00 pm. We informed our appraiser of this and he advised he would go to the residence on August 26 to inspect. August 25 A Reservation of Rights letter was sent to our insured regarding their lack of cooperation which could jeopardize potential coverage for this loss. We left a telephone voicemail message with our insured’s agent to advise them on the Reservation of Rights letter. August 26 The homeowner advised the appraiser that the air conditioner had been repaired and did not allow the appraiser to inspect the property or heating/cooling system. Our appraiser advised they would attempt to secure a copy of the air conditioner repairs invoice/report for us. August 31 We sent an email to Ms. [redacted] advising on the status of our investigation (which remained that we needed our insured’s statement and to verify if Ms. [redacted] air conditioner failure was caused by our insured) and requested a copy of the air conditioner repair report/invoice/work order and requested the information of who completed these repairs, as La Casa hired the repair company. We received an updated phone number for our insured from the insured’s agent. We then left a voicemail message requesting a return call from the insured. We also sent our insured the approved Reservation of Rights letter through both regular US mail and certified US mail. September 9 We sent a follow up email to Ms. [redacted] on our prior request for documentation on the air conditioner repair. As we were unable to inspect the property and to reach our insured, we were looking for some information on the cause of the air conditioner failure to evaluate this claim. We also left another telephone voicemail message for the insured. September 10 We received the appraiser’s final report advising he was unable to complete the inspection at the homeowner’s residence and he was unable to secure the repair company’s information. We also left a voice mail message for the insured stating the same. September 23 We attempted to reach our insured via telephone but there was no answer and the voicemail box was full. September 25 We received the requested air conditioner repair documents from Ms. [redacted] and advised her on the status of our claim investigation. We would need to review the repair documents to learn what was being alleged against our insured and obtain the insured’s statement in response to the allegations. In the documentation she sent, the repair company states that the air conditioner compressor was damaged due to a clogged evaporator coil, which they state was caused by an improper install of the furnace. They allege that the bottom of the furnace was opened and never sealed. We attempted to reach the insured but the voicemail box was full. We contacted the insured’s agent to obtain additional contact information, but she had none to share. She advised that the insured no longer has a policy with them. October 9 We received an email from Ms. [redacted] advising that she would be filing a Revdex.com complaint as this claim was not resolved yet. October 12 We requested an investigator locate our insured for a face to face statement so verification of the facts of this loss and the allegations against our insured can be obtained. We responded to Ms. [redacted]’s email that she would be filing a Revdex.com complaint, advising on the current status. We advised her that our insured has the right to answer the allegations being presented against them and we have a right to investigate this claim on their policy. We also advised that our insured’s lack of cooperation could be jeopardizing any potential coverage we may have for this loss. We advised her that we cannot prematurely settle or deny this claim without investigating it. As of the date of this letter, we have been unable to reach our insured, our investigator has been unable to locate our insured, and we have been unable to inspect the damages our insured is alleged to have caused, despite multiple attempts on our part. Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] or via email at [redacted]. Sincerely, Donald R. T[redacted] Commercial Claim Manager [redacted] Company of [redacted] W ###-###-#### F (###-###-####
I’m sorry that I missed your call the other day. I was outside working, I tried to call you back, I wanted to let you know, I had sent my sister to the post office earlier to have the paperwork weighed and mailed. I received another check for $804.72 (Ienclosed a copy) both checks totaling $1,371.30. That was one of the questions I wanted to ask you, I’m glad that the Revdex.com will keep my files for 3 years. I am continuing to search for more paperwork, because I would really like to know, whne all this charging started. I can’t help but feel that it had been going on longer than 2010, but Nationwide wouldn’t cooperate with me, so they will surely not volunteer any information, especially to help in my case. Because I feel like if I hadn’t contacted the Revdex.com they would have continued with these charges. I guess that’s what upset me so, I was going to quietly let it go, but they just couldn’t, so it made me more determined to stand up to them and try to make it right. Which leads up to the close of this letter.I really appreciate all the hard work that you Ms. [redacted] and the Dispute Resolution Team put forth in working on my case ###### against Nationwide, and as I continue to search hopefully I can find some closure. Again thanks for all that you’ve done.I’m sorry that it’s taken so long to get back in touch with you.Thanks again.Sincerely,Mary L. M[redacted]
I am following up with you in regards to the above mentioned customer complaint. I receivednotification of this customers concerns on 6/6/16 after I had already made contact andscheduled an appointment with Ms. [redacted], who is our policyholder Judy [redacted]s’daughter. I met Ms. [redacted] and her...
fiancé at [redacted] Auto body on Tues 6/7/16 around 11:30am and reviewed some concerns in which Ms. [redacted] was presenting relative to repair quality asa result of her collision loss that occurred on 08/18/2015Ms. [redacted] pointed out some areas of concern on her mothers leased 2013 Toyota Prius. Ioffered to contact [redacted] Rent a Car and provide a rental vehicle to Ms. [redacted], in an effort tohave [redacted] Auto body remove the rear bumper cover from the 2013 Toyota Prius to repair it.I then called the local Avon branch of Enterprise, and was advised that there were no availablevehicles at that location nor at any of the local branches, until other customers returned some oftheir fleet vehicles that were out in service. Ms. [redacted] agreed to allow [redacted] Rental todeliver an alternative vehicle to her place of employment the next morning, at which time I hadarranged for [redacted] Auto body to pick up the 2013 Toyota Prius and bring to their shop for athorough inspection.Ms. [redacted] left with a clear understanding of the next steps in this process. Ms. [redacted] returnedwithin several minutes to advise me that she just called the Lakewood [redacted] branch andwas advised that they in fact have rental vehicles available. I then asked for the phone numberthat Ms. [redacted] called and I dialed the number and put my phone on speaker in an effort to allowMs. [redacted] to witness the conversation with Enterprise. I spoke with Josh at the Lakewood[redacted] branch who stated they did not have any vehicles to rent until the following day. Ms.[redacted] witnessed that conversation and agreed to follow our agreed upon original plan.I followed up with phone calls to [redacted] Auto body and [redacted] all afternoon until around5:00 pm, at which time I was advised a customer returned a rental and that vehicle could beoffered to Ms. [redacted]. I followed up with Ms. [redacted] and advised her that she can drop off hermothers 2013 Toyota Prius at [redacted] Auto body and pick up the rental. Ms. [redacted] dropped offher mother’s vehicle and secured a rental vehicle on the evening of June 7, 2016. Ms. [redacted]followed up with a call to me advising she secured a rental and dropped off the 2013 ToyotaPrius at [redacted] Auto body. I drove to [redacted] Auto body on the morning of June 8, 2016,unannounced, and requested to see the 2013 Toyota Prius, along with all parts invoices fromthe completed repairs from the loss date of 08/18/2015. During my inspection of the 2013Toyota Prius, I observed collision type damages that appeared to be caused after the initialrepairs were completed in October 2015. I called Ms. [redacted] and explained in detail my on-siteinspection findings and advised her that the damages of poor quality workmanship that she isconcerned of and claiming appear to be unrelated to the 08/18/2015 loos. The damages appearto be a result of a more recent impact to the rear of her mothers 2013 Toyota Prius. Thedamages to the cover where it mounts to the left and right quarter panels as well as spider typecracks in the facia area, suggests some type of impact occurred. Ms. [redacted] disagreed andstressed again how much she felt that [redacted] Auto body was not being honest with her.I further explained to Ms. [redacted] that [redacted] Auto body has agreed to perform all necessarycollision related repairs to the rear of her mothers 2013 Toyota Prius, at no additional expenseto the [redacted] family. I offered to follow up with Ms. [redacted] after I return from vacation on June 20,2016, and address any concerns she may have, prior to turning in the lease vehicle. Ms. [redacted]seemed ok with my resolution and thanked me for providing such thorough explanations. It ismy understanding that Ms. [redacted] is ok with the resolution to this complaint and will follow upwith me directly in the event she has any further questions or concerns. If you have anyadditional questions please contact Customer Relations Coordinator Angela Shingary at [redacted] or [redacted]@nationwide.com.
The member’s wife filed a claim on their homeowners insurance policy on 9/30/2015 for water damage from recent rains. Mrs. [redacted] stated on 09/29/2015 at approx. 9:00 pm, that there was a rain storm and she noticed rain leaking through a roof vent onto the second...
floor bedroom vent, onto the second floor carpet. [redacted] was dispatched to begin drying out the structure and removed damaged interior items. Heavy rains continued in this area for several days. [redacted] was unable to tarp roof due to rain and access to roof. Additional damages occurred to interior due to continued rains. Member refused to have [redacted] to continue repairs and asked for a field inspection on 10/14/15. A complaint was filed with the Revdex.com on 10/14/15, claiming [redacted] has not completed repairs. A claims professional met with the member on 10/15/15 and wrote a repair estimate and dispatched a separate contractor to tarp the roof to prevent further damages.
Claims manager spoke with member, George J[redacted], on 10/16/15 and verified that the complaint has been resolved with a new contractor involved. The claims manager left his name and number to contact him if there were any additional questions or issues. No further issues, the complaint is resolved.
If you have any further questions please feel free to contact me.
Sincerely,
Ken G[redacted]
[redacted]
To Whom it May Concern:Please accept this letter as a formal response to the questions regarding the Work Training Center, Inc. 403(b) Plan (Plan), administered by [redacted] Administrative Services. Inc (TPA) and serviced by Nationwide Financial (Nationwide). I appreciate the opportunity to...
address any concerns.Ms. [redacted] requested an additional loan from her 403(b) account on December 4, 2015. On the same day, the loan was approved by the TPA. There were unfortunately system limitations that were preventing a good order processing for the loan. As of December 9, 2015, the vesting information on Ms. [redacted]'s account has been updated. As of December 10, 2015, all system issues have been resolved and Ms. [redacted]'s loan has been requested and approved. The funds for the loan have issued out via direct deposit today, December 11, 2015.I have spoken with Ms. [redacted] and outlined both the sequence of events that led to the issue as well as the current state of the situation. I sincerely apologize for any inconvenience this situation has caused. Should 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 4:00 p.m Eastern time.Sincerely.
I am writing in response to the complaint referenced above, for [redacted], regarding a promotional offermade by Nationwide Bank related to the opening and management of a checking account with Nationwide Bank.In reviewing Ms. [redacted] account, I find that the offer code included with Ms. [redacted]...
checking account applicationhad expired in 2014. That offer code did include a possible credit to the member's account of $200. At the timethat her account was opened, the only active offer code included a possible credit to the member's account of$50.00. Ms. [redacted] account met the requirements to earn the bonus of $50.00, and it was posted to her accounton April 4, 2017.I apologize for any misunderstanding regarding the offer code in place at the time of the account opening.Please feel free to reach out to me directly if I may be of further assistance.Thank you,Anne C[redacted]Sr. Analyst, Member Experience Team[redacted]
We are in receipt of your correspondence dated May 17, 2017 regarding [redacted]’s additional request to contact Credit Collections Services (CCS) and waiving the remaining collection amount. I will be happy to respond to Ms. [redacted]’s additional request. CCS has closed the collection account for $135.56 and has advised the amount has not been reported to the Credit Bureau. CCS will also be mailing a letter to Ms. [redacted] confirming the account has been closed and not reported to the Credit Bureau. Concerning the remaining $60.66 balance owed, this amount is not able to be waived by [redacted] Insurance Company. In order to remain compliant with the North Carolina Department of Insurance premium is not able be waived for coverage provided. There was not a call located advising the collection balance would be waived. Since Customer Service Representative (CSR), Dianne, did not provide information to Ms. [redacted] that the unearned premium would be calculated on a short-rate basis and there would be premium owed for coverage provided from January 1, 2017 to January 18, 2017, the unearned premium was able to be recalculated on a pro-rata basis which reduced the collection amount from $135.56 to $60.66. If you require further assistance, please contact our Customer Relations Coordinator, Phillis H[redacted], at ###-###-#### or by email at [redacted]@nationwide.com. Sincerely, Jake M[redacted] Senior Analyst
I am in receipt of your email dated June 29, 2015.
I am providing you with the following information:
· Policy Declarations
· Billing Statement...
· Notice of Cancellation
Policy [redacted] renewed effective February 28, 2014, with a term premium of $471.30.
On April 7, 2015, a paperless bill was emailed to the policyholder, at [redacted], advising a payment of $78.55 would be drafted from his bank account on or around May 1, 2015.
On April 30, 2015, the May 1, 2015, draft was suspended per the policyholder’s request.
On May 7, 2015, a Notice of Cancellation was mailed to the address on file advising a payment of $78.55 was due by May 25, 2015, in order to continue coverage.
A payment was not received and policy [redacted] cancelled effective May 26, 2015.
I reviewed the call that transpired on May 26, 2015. The policyholder called the service center regarding the Notice of Cancellation he received. The service representative advised the policyholder that the policy was in the process of cancelling but advised the policy was eligible for reinstatement until June 25, 2015, with a payment of $142.02. The policyholder stated he would not be able to make the payment "today" but he would be able to make the payment on Friday. The service representative advised making the payment on Friday would be fine but explained the policy would remain cancelled until it was reinstated. The service representative advised the policyholder that he could request a new due date once the policy was reinstated, explaining if the policy was reinstated on Friday, then his new due date would be the 29th of every month. The policyholder asked if there would be any penalties.
The service representative advised the policyholder that he would have a lapse in coverage and we would notify the [redacted] Department of Transportation ([redacted]DOT). She explained some states have penalties for lapses in coverage and advised the policyholder to contact [redacted]dot to discuss any fines or penalties. The service representative also explained that with the lapse in coverage, he may no longer qualify for certain discounts and explained the premium could change. She explained that we would not know what the new premium would be until the policy was reinstated. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I reviewed the call that transpired on May 27, 2015. The policyholder called the service center regarding the cancellation of his policy and the payment required to reinstatement the policy. He asked if he could set up a pre-authorized post for the following Saturday. The service representative explained that we could not accept post dated payments and advised the amount needed would be $142.02. She advised the policyholder that he had until July 25, 2015, to make the payment, otherwise, the policy would not be eligible for reinstatement. The policyholder asked if he would have a lapse in coverage once the payment was made on Saturday or if the policy would continue as if nothing happened. The service representative explained that he may incur a lapse surcharge but underwriting would determine if the surcharge would be added or not. The policyholder stated he was just wondering because he knew there may be a charge for a lapse in coverage. The service representative explained that he did not have any previous lapses in coverage but she could not advise if he would incur the surcharge or not. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I was unable to locate any additional calls until June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The policyholder was advised that our systems were down so we could not process any payments. The policyholder was asked to call back around 7:00 AM.
I reviewed the second call that transpired on June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The service representative confirmed the May 26, 2015, cancellation and advised the policy was eligible for reinstatement with a payment of $141.45. He explained the payment would reinstate the policy effective "today". The service representative explained there would be a lapse in coverage from May 26, 2015, to "today". He advised the policyholder that if there were any fines or fees from [redacted]DOT, he would be responsible for satisfying those. The service representative also explained the premium could change with the reinstatement. He advised the rate could stay the same, be less, or be more, explaining any rate changes would be due to the lapse in coverage, advising continuous coverage generally produced a lower rate. The service representative also advised if there had been any rate changes, accidents, or violations, the premium would change. He explained that he could not advise of the new rate. The service representative explained once the payment was received, it would go to underwriting to finish the reinstatement process, and then the policy would be released. The policyholder asked if the week lapse would impact him negatively or since he paid it in within a week, would it matter. The service representative explained a lapse of less than 30 days would allow the reinstatement of the policy and a lapse greater than 30 days would require a new policy. He explained anything over a one day lapse in coverage could impact the rate, advising anything over 30 days would have a greater impact. The service representative explained he could not advise of the impact the lapse would have on [redacted]DOT. He advised what had happened was pretty minor and while we did not like seeing a cancellation/reinstatement, it was nothing super detrimental. The service representative obtained the policyholder’s bankcard information and proceeded with taking the payment. The policyholder asked if the account would be set up on automatic draft. The service representative advised the automatic payments would resume once the policy was reinstated and advised his new due date would be the
6th of every month. He advised the policyholder that the next draft would take place on July 6th. The service representative encountered some system issues while attempting to process the payment
and the policyholder had to provide the bankcard information again. The service representative was able to process the payment and emailed the payment confirmation to the policyholder. The service representative advised the policyholder that he would receive an updated Declarations showing the policy term from June 6, 2015 to December 6, 2015. He explained the policy was staring over with the same coverages, same policy information, and same policy number, advising only the effective and expiration dates would change. The policyholder asked what he should do if he was stopped by a cop. The service representative advised he could use the prior information because the policy number and vehicle information would be the same. He also advised the policyholder that if something happened, the officer could call the service center to confirm the reinstatement of the policy. At the end of the call, the service representative advised the policyholder that the next payment would be drafted on July 6th. The service representative did not advise the policyholder that there would not be a dramatic increase in premium since he paid within a week or because the lapse in coverage was less than a month.
On June 10, 2015, policy [redacted] reinstated effective June 6, 2015, with a term premium of $679.70. Per our underwriting guidelines, since Mr. [redacted] had been a policyholder of Nationwide for less than one year, a lapse in coverage surcharge was added to the policy. The addition of the lapse in coverage surcharge resulted in the removal of the Accident Free Discount as this discount is not applicable when there is a lapse in coverage surcharge on the policy.
On June 18, 2015, a cancellation request was received from the policyholder and forwarded to our retention team to handle. At this time, the July 6, 2015, draft was suspended and the billing account was changed from recurring draft to direct bill. On June 26, 2015, an outbound call was made to the policyholder, at ###-###-####, in order to discuss his request. A message was left advising of the receipt of his email requesting the cancellation of the policy effective July 6, 2015. The retention representative advised of the need for a cancellation document with the policyholder’s signature and explained the form could be emailed to him and signed electronically. The retention team contact number was provided. There are no notes indicating that the policyholder called the retention team regarding the cancellation of his policy.
If the policyholder wishes to cancel policy [redacted], he will need to contact the Customer Service Center, at ###-###-####, which is open 24 hours, 7 days a week, in order to complete the required Cancellation Request Form.
If you require further assistance, please our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted].
This letter is in response to the concerns filed by Mr. [redacted] regarding the amount owed on his Nationwide Auto policy.
On May 28, 2015, the renewal for June 22, 2015 generated with a premium of $1,068.40 (attached). On June 17, 2015, Mr. [redacted] went online to Nationwide.com and removed Roadside...
Assistance from his policy, as well as removing rental coverage from the 2010 Nissan Murano. This resulted in a decrease in the renewal premium to $1,048.10, and a new declaration page was issued showing this amount (attached). Mr. [redacted]’s policy was set up with document delivery preferences as e-mail, so on June 17, 2015, an e-mail was sent to inform a new declaration page was available for his review.
From the change he made effective June 17, 2015, there was a prior term credit of $2.30, which reduced the balance of the policy to $1045.80. On June 19, 2015, Mr. [redacted] made a payment of $1,045.80, clearing the balance for the renewal term. However, on the same day, Mr. [redacted] went online again to change his Uninsured Motorist Bodily Injury coverage. The coverage was changed from $100,000 per person and $300,000 per incident to $250,000 per person and $500,000 per incident. This resulted in an increase in the renewal of $6.30, plus a prior term increase of $.20, totaling an increase of $6.50. Once again, a revised declaration page was generated (attached), and on June 22, 2015, an e-mail was sent to Mr. [redacted] to advise that a new declaration page was available for his review.
Nationwide does not bill anything under $10.00, so we added that amount to the renewal bill for December 22, 2015. On December 18, 2015, Mr. [redacted] called in to the Service department to request cancel of his policies effective the December 22, 2015 renewal. The Service Representative did send him the cancellation forms, but did not advise of the prior term amount on the Auto policy. On December 29, 2015, Mr. [redacted] called to make sure everything had been processed correctly, and while we had the forms on file for his cancellation request, the policies were not actually cancelled. The Service associate processed the cancellations on the spot, but once again did not inform of the prior term balance. That should have occurred in both cases, and we sincerely apologize that it did not. We have provided feedback to the direct leaders of both associates with whom Mr. [redacted] spoke.
In addition, due to the policies not being processed for cancellation when we originally received the forms, it resulted in a late fee of $10.00, taking the balance to $16.50. On January 4, 2016, we mailed the final bill for $16.50 (attached).
After review of the case, we have waived the late fee as Mr. [redacted] requested cancellation prior to his bill being due. That leaves a balance of $6.50 for the increase in the Uninsured Motorist Bodily Injury from June 19, 2015 through December 22, 2015. Due to the error of our Service associates not informing of this balance at the time of cancellation, we are waiving the remaining $6.50.
We are in receipt of your request dated July 25, 2016 for information regarding the above referenced file. Ms. [redacted] states that the processing of the above claim was excessively delayed and beyond the 30 day time frame Nationwide states for claims turn around. She is requesting for her claim to be...
processed and paid immediately.Ms. [redacted] has a Whole Pet With Wellness Plan with a $100.00 annual deductible for her cat [redacted]. On May 11, 2016 we received a claim with a diagnosis of “Fractured Rear Tooth, Severe Periodontal Disease. Dental Prophylaxis.” Received with [redacted]’s claim was an invoice totaling $651.92 for treatment on May 10, 2016. This claim was reviewed and processed by our claims department on May 12, 2016. Given the close proximity to the policy effective date, this claim was temporarily denied and medical records were requested back to April 1, 2015 to verify eligibility.Although reimbursement of Ms. [redacted]’s claim was still pending additional information to determine eligibility, it was processed and closed the day after it was received. The explanation of benefits was sent out on May 13, 2016 and our claims department operated well within the 30 day turn around time.Please see the timeline below for an explanation of our underwriting and claims department’s review:? May 11, 2016: Claim 201605114431 received.? May 12, 2016: Claim was temporarily denied and medical records were requested.? May 25, 2016: [redacted]’s medical records were received.? June 15, 2016: A letter was sent to Ms. [redacted] advising her that an additional 30 days would be required for the review to be completed.? July 21, 2016: Underwriting review was completed. [redacted] was noted to have moderate to severe dental disease on May 5, 2016. Based on information provided by [redacted]’s veterinarian, it would require more than 4 days for dental disease of this degree to manifest and is therefore pre-existing, per the terms of the policy. The veterinarian also clarified that there was no tooth fracture present. As a dental cleaning had been performed, future claims may be eligible after May 24, 2016. Please note that since records also indicated [redacted] had been vomiting prior to the PED, an exclusion for gastroenteritis was added to her policy (diagnosis code 4500).? July 22, 2016: A letter was sent to Ms. [redacted] advising her of the results of the underwriting review.As outlined in the Whole Pet With Wellness policy:Section 5. What We Do Not Cover – ExclusionsA. “Diagnosis or treatment of any pre-existing condition.”Section 2. DefinitionsK. “Pre-existing condition means any condition that began or was contracted, manifested, orincurred within twelve months of the effective date of this policy or during any waiting period,whether or not the condition was discovered, diagnosed, or treated. A chronic condition is a preexistingcondition unless it began after the effective date of this policy.”Claim 201605114431 was reopened and reprocessed post underwriting review with no reimbursement sincethe periodontal disease being treated was found to be pre-existing. A revised explanation of benefits was sentto Ms. [redacted] on July 22, 2016. This claim was processed correctly and within the terms of Ms. [redacted]’spolicy.While the processing of this claim was never delayed, the underwriting review did take additional time tocomplete in order to determine if the condition being treated was eligible for coverage. Ms. [redacted] cancelledher policy for [redacted] effective July 22, 2016. She was issued a refund of her unearned premium July 24, 2016.Should you require any further assistance in this matter, please contact our [redacted]Patty G[redacted], at [redacted] or via email at [redacted]Sincerely,Vincent G[redacted]
This letter is in response to your request for information pertaining to the above file number.Per our previous response the change referenced by Ms. [redacted] from July 9, 2015, was not made effective the renewal date. As stated in our last two responses, “The premium on the Policy Declaration pages does not indicate the amount of charge for the change as it only reflects what the premium would have been had the change been made at the renewal date.” A Policy Declaration page is issued to show the coverage breakdown and effective date of those coverage’s.As indicated in the breakdown previously sent, the refunds were issued based on the effective date of the change. The total premium amount charged from October 23, 2014 to the cancellation date of October 23, 2015 was $3,524.11. A total of $4,264.89 was received in payments. After all changes are processed a total of $740.78 was issued in refunds. There is no further refund to be issued on the policy.We would like to respectfully ask Ms. [redacted] to contact the Department of Insurance should she choose to continue to reject our responses. The [redacted] Department of Insurance can be reached at ###-###-#### or she may email her concerns to [redacted].Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Sincerely,Erica D[redacted]
Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 2012. At the time of the cancellation a balance of $81.16 was due for coverage provided. A payment of $128.73 was received and paid the balance due and left a credit of...
$47.57 which was refunded back to the member. The credit was not enough to reactive the policy. On October 27, 2012, a payment of $124.80 was received which reactived the Auto policy with a lapse in coverage.
A bill was sent for $39.04 due November 27, 2012. There was no payment received and a Notice of Cancellation was sent for $49.04 (included a $10.00 late fee) due December 20, 2012 or the policy would cancel effective December 21, 2012. A balance of $125.10 remained for coverage provided up to the cancellation date. A Balance Due bill was sent on December 27, 2012, to the member which indicated a balance was due on the cancelled policy. There was no payment made to reactive the policy. There was a more than 30 day lapse when the member called in to inquire on the Auto policy.
On April 1, 2013, Ms. [redacted] purchased a six month Victoria Fire & Casualty Auto policy from the [redacted] Agency, with a bill plan of 16.5% down and 5 installments. Ms. [redacted]’s policy last renewed into the term beginning October 1, 2014 when the renewal offer was accepted with the renewal down payment in the amount of $256.00 paid on October 1, 2014.
The Auto policy initially cancelled on December 19,2014 for nonpayment as the installment due on December 1, 2014 was not paid. There was an outstanding balance of $166.77.
On March 3, 2015, Ms. [redacted] provided proof of duplicate coverage as well as a signed cancellation request for an effective cancellation date of November 12, 2014. The cancellation date was corrected and a refund in the amount of $137.23 was mailed on March 26, 2015. The credit collections agency was notified that Ms. [redacted] did not owe any money on this policy and the balance was cleared.
Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact me at ###-###-####, Ext. [redacted] or my email address is[redacted]
If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W[redacted] ########or by email at [redacted]
Sincerely,
Erica D[redacted]
This claim involves our policyholder’s vehicle causing damage to the Complainant’s property.We previously went to the loss location and completed a damage estimate. The Complainant then presented [redacted]l with an estimate that was significantly higher than our estimate. At that time...
[redacted]l went back out to the property and did a re-inspection. [redacted]l increased our damage assessment and have spoken to the Complainant’s contractor and both are in agreement that all of the work can be done for $2,100. [redacted]l then presented the Complainant with a Property Damage Release and have advised that a check would be overnighted to them upon the receipt of the release. The Complainant is not satisfied with this and will not sign the release without having the check.[redacted]l is in the process of scheduling a time for the Complainant and a [redacted]l representative to meet and exchange the signed release for the settlement draft.If you require further assistance, please contact our Customer Advocacy Coordinator, Claire Steiner, at ###-###-#### or by email at [redacted]Sincerely,Adam A[redacted]Casualty Claims Manage
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]We have a policy not to share any information which is not our fault for collision due to other insured fault.We also are aware of the sticker problem however the new sticker is bubbling up and was not put on correctly which this body shop nor the insurance has backed as promised. We consider time and aggravation from repeated attempts to rectify the situation inadequate.
I'm still apalled at how nationwide was not fully involved with further action I had to on my own reach out to different people and call the claims center to get a hold of the proper management. They did not work along with me at all only until now in which there is new issues that are going on with my vehicle and is now at a new body shop. I'm just not happy what so ever on how this was handled and to top it all my premium is going to go up in November. I feel the girl who was assigned to the claim was nasty and did not wanna hear me out this needs to be looked into more deeply thank you
Regards,[redacted]
I am in receipt of your email to [redacted] dated November 2, 2015.I am providing you with the following information:? Renewal Declarations? Billing StatementsPolicy 7842D 349516 renewed on October 7, 2015, with a term premium of $606.90. On September 4, 2015, a Renewal Declarations was mailed...
to the address on file advising the member of the new 6 month premium.The increase in the 6 month premium, from $540.70 to $606.90, was due to several changes:? A statewide rate revision for Colonial County Mutual Insurance, a Nationwide Company.? A reduction in the New Vehicle Discount as this is a diminishing discount. This discount applies to automobiles with model years within the past five years. The current model year increases every year on October 1st, regardless of the actual introductory dates of the makes and models.? The removal of the Easy Pay Sign-up Discount as this discount is only applicable for one term.On September 14, 2015, a draft statement was emailed to the email address on file, at [redacted], advising $106.06 would be deducted from the member's bank account on or around October 7, 2015, which was the first payment of the renewal. The bill also notified the member that his automatic Electronic Funds Transfer amount would increase at the next monthly withdrawal and explained what to do if he objected to the increase. The first payment of the renewal did not reflect the renewal increase due to [redacted] House Bill 3221. In order for Nationwide to be in compliance with [redacted] House Bill 3221, we are required to notify account holders 30 days in advance of any renewal premium increase greater than $2.00. At renewal; the first withdrawal amount of $106.06 was based on the prior term premium. The bills for the remainder of the term will be adjusted to approximately $130.85.On October 23, 2015, a draft statement was emailed to the email address on file, at [redacted], advising $130.85 will be deducted from the member's bank account on or around November 7, 2015.If you have any additional questions, please contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Sincerely,Christina L[redacted]
Dear [redacted],In response to Nationwide let me say I refused to speak to agent Hugh G[redacted] since I had spoken to him many times regarding my large increases in premium and he always assure me I was getting the most for my Premium.I now know this wasn't true. He was taking care of his commissions, not me. I called Customer Service twice to ask for my Insurance score that they based Premium on and both times they refused to give it to me. My last bill was for $840.40 not $835.59 as they state.I now get many more benefits for $581.60 less per year. I see a problem with this.Sincerely,[redacted]
This letter is in response to the inquiry received from your office on July 6, 2015. Please note that we resolved Mr. Yates’ claim with him on July 2, 2015 in exchange for a Release of All Claims.
If you require further assistance in this matter, please contact our Customer...
Relations Coordinator, [redacted], toll-free at ###-###-####, Ext. [redacted] or by email at [redacted]
Sincerely,
[redacted]
Commercial Claims West
Nationwide Agribusiness Insurance Company
Phone: ###-###-####
Email Address: [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11015809
I am rejecting this response because:
First, it was already discussed with Ms. Melissa that the insurance will be backdated so that there is no lapse showing in coverage showing by DMV. For some reason, she decided to just sent reimbursements for fines we paid to DMV; instead she was supposed to rectify this situation with DMV and get our records clear with DMV first. To this date, this has not been done.What I don't understand is that, why do I have to pay insurance for backdated insurance? Usually we pay insurance for future, not for our past.Only thing I want to be rectified is that there is no lapse in insurance. Why do I have to pay for something for something that there is no risk involved for your company.Basically, Nationwide is just benefiting for this situation. Nationwide is definitely not on my side, they are just doing business and dirty one.Second, I don't have taxi receipts. Ok, so Nationwide needs receipts. Fine don't give me taxi reimbursements. But, what happened to NOT providing me rental cars for which NationWide was wholly solely responsible.Why didn't you advise me that my cars will be suspended if I remove the liability insurance? You are not agreeing this fault of yours? So, basically you created all this problem for me, and now you just want my money without making things any better for me? Only for your business, and in a very dirty way.You sure are doing DIRTY BUSINESS. I hate Nationwide from now on, and will strongly urge my family and friends about this situation.
Regards,[redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number 6401281 for [redacted] and to address her concerns about the policy. On 11/03/2008, Mrs. [redacted] started a six-month personal auto insurance policy through the [redacted] insurance...
agency. The policy was on a 20% down payment and five installment electronic funds transfer (EFT) bill plan. The policy cancelled effective 05/03/2017 when the renewal payment of $79.68 was not made. On 09/08/2016 a renewal offer was mailed to Mrs. [redacted] advising that a payment of $75.77 would be automatically drafted from her account on 11/03/2016 to start the next six-months of coverage. On 11/03/2016, an EFT payment schedule was mailed to Mrs. [redacted] outlining the next five months of payments, and thanking her for the renewal payment taken. On 04/07/2017, Mrs. [redacted] contacted the member service center regarding the fact that her policy was still active. She advises the Member Care Representative (MCR) that she received a renewal offer despite calling the agent’s office to cancel. The MCR asked if Mrs. [redacted] ever went into the agency or signed a cancellation request. Mrs. [redacted] confirmed that she just called to cancel the policy, and that she never went into the agent’s office or signed a cancellation request. The MCR asks probing questions as to whether Mrs. [redacted] had other coverage at the time, or if she had turned in the plates for the vehicle to show that the coverage was not needed. Mrs. [redacted] advises she has no such documentation, at which point the MCR offers to send her a cancel request to sign, which can be back dated up to 30 days. The MCR also stopped the EFT on that call so no further payments would draft from Mrs. [redacted]’s account. During this call, Mrs. [redacted] is transferred to an Escalation Specialist who reaches out to the [redacted] agency. The Escalation Specialist speaks to agent [redacted] and asks if they have a cancel request on file. [redacted] checks and advises that there is nothing on file, and that if Mrs. [redacted] had called in to cancel she would have been advised to come into the office to sign the request. On 06/16/2017, I spoke with agent [redacted] at the [redacted] agency. She advised that had Mrs. [redacted] called the agency to cancel this policy, they would have asked her to come in and sign a cancellation request. She further advised that Mrs. [redacted] has been in contact with the agency several times in regards to this matter, and has been advised that proof showing the policy was no longer needed would be required to back date the cancellation. The agency has no record of Mrs. [redacted] calling in to cancel her policy. If you require further assistance, please contact me, Charity W[redacted], at ###-###-#### or by email at [redacted]. Sincerely, Jillian J[redacted] Analyst, Process Management
Dear Revdex.com: Thank you for your letter dated October 13, 2015 regarding the concerns raised by [redacted] on behalf of La Casa de Don Pedro. This commercial general liability claim was received by [redacted] of [redacted] claims office on July 6,...
2015. Our insured, Priority Mechanical, was hired by La Casa de Don Pedro to install a new furnace at the home of [redacted]. This installation was completed in December 2014. The claim allegation is that our insured’s furnace install caused Ms. [redacted] central air conditioning to no longer work. This letter details the months of continued attempts to reach our insured via US mail, email, and telephone, with no success or response. Below is our timeline of these attempts and our investigation. July 6 Telephone attempts were made to reach both our insured and La Casa, the same day the claim was received. July 7 Telephone attempts were made to both our insured and La Casa. Contact with our insured was also attempted through email. July 8 Telephone contact was made with [redacted] with La Casa de Don Pedro. She was able to provide a statement detailing the work that was requested of our insured in December 2014, and the specifics of the contract between La Casa de Don Pedro and our insured, Priority Mechanical. Ms. [redacted] alleged that our insured’s furnace install in December 2014 was related to and caused the homeowner’s air conditioner to not work in May 2015. Ms. [redacted] was unable to provide any specifics as to this allegation and correlation. We requested (and followed up with an email) that Ms. [redacted] send us photos of the homeowner’s furnace and air conditioner system and setup, as well as the contract with our insured, Priority Mechanical and La Casa de Don Pedro. The homeowner’s contact information was also requested and provided. On that same day, the homeowner, Altagracia [redacted], was contacted and we obtained her statement to verify the facts of this loss and the allegations against our insured. Ms. [redacted] did not know why her air conditioner was not working. July 20 Continued attempts were made to contact the insured by telephone and email. A letter was also sent by US mail in an attempt to reach the insured. As the contact information on record was proving to be unsuccessful, internet searches were conducted. Additionally, a voicemail message was left for the insured’s insurance agent to obtain additional or correct contact information. Contact was made with the homeowner, [redacted], to request the opportunity to send an appraiser to inspect her heating/cooling system to determine what was wrong with it. She confirmed it had not yet been repaired. We also advised Ms. [redacted] on the current status of the claim, which included our need for our insured’s statement and to verify what caused her air conditioner failure and if our insured was liable for this. A follow up email was sent to Ms. [redacted] for the photos and contract that was previously requested. July 21 Pictures were received via email from La Casa de Don Pedro of the old furnace and the new furnace the insured installed. I replied to Ms. [redacted]’s email and advised on the status of my claim investigation, which was our need for our insured’s statement and to verify what caused Ms. [redacted] air conditioner failure and if our insured was liable for this. August 3 The appraiser indicated he was having difficulty reaching the homeowner to arrange the inspection. Ms. [redacted] was emailed and advised on the situation that the appraiser was trying to contact them so he could inspect their damages and prepare his report so a liability decision could be made. Ms. [redacted] was also advised that we had received her contract and bid information for our insured’s furnace installation. August 6 Continued attempts to contact our insured via US mail and email. August 7 Further searches for working telephone numbers and accurate address for our insured were unsuccessful. The telephone numbers that were located were all wrong numbers. At one of the numbers, a woman advised that the insured no longer is in their building, but could not provide me any other information or contact information. A follow up call with the insured’s agent provided a different address and phone numbers for the insured in comparison to what we previously had on record. One of the numbers did not work and one was the current number we were calling. Continued internet searches were conducted to locate current phone numbers based on this new address, but we could not find a working number. Another contact letter was sent to our insured at the new address. August 11 A letter was sent to the homeowner advising that the appraiser has been unsuccessful in reaching her. Continued searches were conducted for additional telephone numbers for our insured, but we could not find any working numbers. August 18 We requested a status update from our appraiser on his continued attempts to reach the homeowner to inspect her property. Our appraiser responded advising he has made (5) telephone attempts and sent a letter via US mail to the homeowner with no response. August 24 Our appraiser advised he still has not heard from the homeowner. We contacted the homeowner; however we were unable to reach her. We called again on this day and spoke with the homeowner, advising her on our appraiser’s unsuccessful attempts at reaching her. She advised that we could have the appraiser come any day after 3:00 pm. We informed our appraiser of this and he advised he would go to the residence on August 26 to inspect. August 25 A Reservation of Rights letter was sent to our insured regarding their lack of cooperation which could jeopardize potential coverage for this loss. We left a telephone voicemail message with our insured’s agent to advise them on the Reservation of Rights letter. August 26 The homeowner advised the appraiser that the air conditioner had been repaired and did not allow the appraiser to inspect the property or heating/cooling system. Our appraiser advised they would attempt to secure a copy of the air conditioner repairs invoice/report for us. August 31 We sent an email to Ms. [redacted] advising on the status of our investigation (which remained that we needed our insured’s statement and to verify if Ms. [redacted] air conditioner failure was caused by our insured) and requested a copy of the air conditioner repair report/invoice/work order and requested the information of who completed these repairs, as La Casa hired the repair company. We received an updated phone number for our insured from the insured’s agent. We then left a voicemail message requesting a return call from the insured. We also sent our insured the approved Reservation of Rights letter through both regular US mail and certified US mail. September 9 We sent a follow up email to Ms. [redacted] on our prior request for documentation on the air conditioner repair. As we were unable to inspect the property and to reach our insured, we were looking for some information on the cause of the air conditioner failure to evaluate this claim. We also left another telephone voicemail message for the insured. September 10 We received the appraiser’s final report advising he was unable to complete the inspection at the homeowner’s residence and he was unable to secure the repair company’s information. We also left a voice mail message for the insured stating the same. September 23 We attempted to reach our insured via telephone but there was no answer and the voicemail box was full. September 25 We received the requested air conditioner repair documents from Ms. [redacted] and advised her on the status of our claim investigation. We would need to review the repair documents to learn what was being alleged against our insured and obtain the insured’s statement in response to the allegations. In the documentation she sent, the repair company states that the air conditioner compressor was damaged due to a clogged evaporator coil, which they state was caused by an improper install of the furnace. They allege that the bottom of the furnace was opened and never sealed. We attempted to reach the insured but the voicemail box was full. We contacted the insured’s agent to obtain additional contact information, but she had none to share. She advised that the insured no longer has a policy with them. October 9 We received an email from Ms. [redacted] advising that she would be filing a Revdex.com complaint as this claim was not resolved yet. October 12 We requested an investigator locate our insured for a face to face statement so verification of the facts of this loss and the allegations against our insured can be obtained. We responded to Ms. [redacted]’s email that she would be filing a Revdex.com complaint, advising on the current status. We advised her that our insured has the right to answer the allegations being presented against them and we have a right to investigate this claim on their policy. We also advised that our insured’s lack of cooperation could be jeopardizing any potential coverage we may have for this loss. We advised her that we cannot prematurely settle or deny this claim without investigating it. As of the date of this letter, we have been unable to reach our insured, our investigator has been unable to locate our insured, and we have been unable to inspect the damages our insured is alleged to have caused, despite multiple attempts on our part. Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] or via email at [redacted]. Sincerely, Donald R. T[redacted] Commercial Claim Manager [redacted] Company of [redacted] W ###-###-#### F (###-###-####
I’m sorry that I missed your call the other day. I was outside working, I tried to call you back, I wanted to let you know, I had sent my sister to the post office earlier to have the paperwork weighed and mailed. I received another check for $804.72 (Ienclosed a copy) both checks totaling $1,371.30. That was one of the questions I wanted to ask you, I’m glad that the Revdex.com will keep my files for 3 years. I am continuing to search for more paperwork, because I would really like to know, whne all this charging started. I can’t help but feel that it had been going on longer than 2010, but Nationwide wouldn’t cooperate with me, so they will surely not volunteer any information, especially to help in my case. Because I feel like if I hadn’t contacted the Revdex.com they would have continued with these charges. I guess that’s what upset me so, I was going to quietly let it go, but they just couldn’t, so it made me more determined to stand up to them and try to make it right. Which leads up to the close of this letter.I really appreciate all the hard work that you Ms. [redacted] and the Dispute Resolution Team put forth in working on my case ###### against Nationwide, and as I continue to search hopefully I can find some closure. Again thanks for all that you’ve done.I’m sorry that it’s taken so long to get back in touch with you.Thanks again.Sincerely,Mary L. M[redacted]
I am following up with you in regards to the above mentioned customer complaint. I receivednotification of this customers concerns on 6/6/16 after I had already made contact andscheduled an appointment with Ms. [redacted], who is our policyholder Judy [redacted]s’daughter. I met Ms. [redacted] and her...
fiancé at [redacted] Auto body on Tues 6/7/16 around 11:30am and reviewed some concerns in which Ms. [redacted] was presenting relative to repair quality asa result of her collision loss that occurred on 08/18/2015Ms. [redacted] pointed out some areas of concern on her mothers leased 2013 Toyota Prius. Ioffered to contact [redacted] Rent a Car and provide a rental vehicle to Ms. [redacted], in an effort tohave [redacted] Auto body remove the rear bumper cover from the 2013 Toyota Prius to repair it.I then called the local Avon branch of Enterprise, and was advised that there were no availablevehicles at that location nor at any of the local branches, until other customers returned some oftheir fleet vehicles that were out in service. Ms. [redacted] agreed to allow [redacted] Rental todeliver an alternative vehicle to her place of employment the next morning, at which time I hadarranged for [redacted] Auto body to pick up the 2013 Toyota Prius and bring to their shop for athorough inspection.Ms. [redacted] left with a clear understanding of the next steps in this process. Ms. [redacted] returnedwithin several minutes to advise me that she just called the Lakewood [redacted] branch andwas advised that they in fact have rental vehicles available. I then asked for the phone numberthat Ms. [redacted] called and I dialed the number and put my phone on speaker in an effort to allowMs. [redacted] to witness the conversation with Enterprise. I spoke with Josh at the Lakewood[redacted] branch who stated they did not have any vehicles to rent until the following day. Ms.[redacted] witnessed that conversation and agreed to follow our agreed upon original plan.I followed up with phone calls to [redacted] Auto body and [redacted] all afternoon until around5:00 pm, at which time I was advised a customer returned a rental and that vehicle could beoffered to Ms. [redacted]. I followed up with Ms. [redacted] and advised her that she can drop off hermothers 2013 Toyota Prius at [redacted] Auto body and pick up the rental. Ms. [redacted] dropped offher mother’s vehicle and secured a rental vehicle on the evening of June 7, 2016. Ms. [redacted]followed up with a call to me advising she secured a rental and dropped off the 2013 ToyotaPrius at [redacted] Auto body. I drove to [redacted] Auto body on the morning of June 8, 2016,unannounced, and requested to see the 2013 Toyota Prius, along with all parts invoices fromthe completed repairs from the loss date of 08/18/2015. During my inspection of the 2013Toyota Prius, I observed collision type damages that appeared to be caused after the initialrepairs were completed in October 2015. I called Ms. [redacted] and explained in detail my on-siteinspection findings and advised her that the damages of poor quality workmanship that she isconcerned of and claiming appear to be unrelated to the 08/18/2015 loos. The damages appearto be a result of a more recent impact to the rear of her mothers 2013 Toyota Prius. Thedamages to the cover where it mounts to the left and right quarter panels as well as spider typecracks in the facia area, suggests some type of impact occurred. Ms. [redacted] disagreed andstressed again how much she felt that [redacted] Auto body was not being honest with her.I further explained to Ms. [redacted] that [redacted] Auto body has agreed to perform all necessarycollision related repairs to the rear of her mothers 2013 Toyota Prius, at no additional expenseto the [redacted] family. I offered to follow up with Ms. [redacted] after I return from vacation on June 20,2016, and address any concerns she may have, prior to turning in the lease vehicle. Ms. [redacted]seemed ok with my resolution and thanked me for providing such thorough explanations. It ismy understanding that Ms. [redacted] is ok with the resolution to this complaint and will follow upwith me directly in the event she has any further questions or concerns. If you have anyadditional questions please contact Customer Relations Coordinator Angela Shingary at [redacted] or [redacted]@nationwide.com.
The member’s wife filed a claim on their homeowners insurance policy on 9/30/2015 for water damage from recent rains. Mrs. [redacted] stated on 09/29/2015 at approx. 9:00 pm, that there was a rain storm and she noticed rain leaking through a roof vent onto the second...
floor bedroom vent, onto the second floor carpet. [redacted] was dispatched to begin drying out the structure and removed damaged interior items. Heavy rains continued in this area for several days. [redacted] was unable to tarp roof due to rain and access to roof. Additional damages occurred to interior due to continued rains. Member refused to have [redacted] to continue repairs and asked for a field inspection on 10/14/15. A complaint was filed with the Revdex.com on 10/14/15, claiming [redacted] has not completed repairs. A claims professional met with the member on 10/15/15 and wrote a repair estimate and dispatched a separate contractor to tarp the roof to prevent further damages.
Claims manager spoke with member, George J[redacted], on 10/16/15 and verified that the complaint has been resolved with a new contractor involved. The claims manager left his name and number to contact him if there were any additional questions or issues. No further issues, the complaint is resolved.
If you have any further questions please feel free to contact me.
Sincerely,
Ken G[redacted]
[redacted]
To Whom it May Concern:Please accept this letter as a formal response to the questions regarding the Work Training Center, Inc. 403(b) Plan (Plan), administered by [redacted] Administrative Services. Inc (TPA) and serviced by Nationwide Financial (Nationwide). I appreciate the opportunity to...
address any concerns.Ms. [redacted] requested an additional loan from her 403(b) account on December 4, 2015. On the same day, the loan was approved by the TPA. There were unfortunately system limitations that were preventing a good order processing for the loan. As of December 9, 2015, the vesting information on Ms. [redacted]'s account has been updated. As of December 10, 2015, all system issues have been resolved and Ms. [redacted]'s loan has been requested and approved. The funds for the loan have issued out via direct deposit today, December 11, 2015.I have spoken with Ms. [redacted] and outlined both the sequence of events that led to the issue as well as the current state of the situation. I sincerely apologize for any inconvenience this situation has caused. Should 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 4:00 p.m Eastern time.Sincerely.
I am writing in response to the complaint referenced above, for [redacted], regarding a promotional offermade by Nationwide Bank related to the opening and management of a checking account with Nationwide Bank.In reviewing Ms. [redacted] account, I find that the offer code included with Ms. [redacted]...
checking account applicationhad expired in 2014. That offer code did include a possible credit to the member's account of $200. At the timethat her account was opened, the only active offer code included a possible credit to the member's account of$50.00. Ms. [redacted] account met the requirements to earn the bonus of $50.00, and it was posted to her accounton April 4, 2017.I apologize for any misunderstanding regarding the offer code in place at the time of the account opening.Please feel free to reach out to me directly if I may be of further assistance.Thank you,Anne C[redacted]Sr. Analyst, Member Experience Team[redacted]
We are in receipt of your correspondence dated May 17, 2017 regarding [redacted]’s additional request to contact Credit Collections Services (CCS) and waiving the remaining collection amount. I will be happy to respond to Ms. [redacted]’s additional request. CCS has closed the collection account for $135.56 and has advised the amount has not been reported to the Credit Bureau. CCS will also be mailing a letter to Ms. [redacted] confirming the account has been closed and not reported to the Credit Bureau. Concerning the remaining $60.66 balance owed, this amount is not able to be waived by [redacted] Insurance Company. In order to remain compliant with the North Carolina Department of Insurance premium is not able be waived for coverage provided. There was not a call located advising the collection balance would be waived. Since Customer Service Representative (CSR), Dianne, did not provide information to Ms. [redacted] that the unearned premium would be calculated on a short-rate basis and there would be premium owed for coverage provided from January 1, 2017 to January 18, 2017, the unearned premium was able to be recalculated on a pro-rata basis which reduced the collection amount from $135.56 to $60.66. If you require further assistance, please contact our Customer Relations Coordinator, Phillis H[redacted], at ###-###-#### or by email at [redacted]@nationwide.com. Sincerely, Jake M[redacted] Senior Analyst
Dear [redacted]
I am in receipt of your email dated June 29, 2015.
I am providing you with the following information:
· Policy Declarations
· Billing Statement...
· Notice of Cancellation
Policy [redacted] renewed effective February 28, 2014, with a term premium of $471.30.
On April 7, 2015, a paperless bill was emailed to the policyholder, at [redacted], advising a payment of $78.55 would be drafted from his bank account on or around May 1, 2015.
On April 30, 2015, the May 1, 2015, draft was suspended per the policyholder’s request.
On May 7, 2015, a Notice of Cancellation was mailed to the address on file advising a payment of $78.55 was due by May 25, 2015, in order to continue coverage.
A payment was not received and policy [redacted] cancelled effective May 26, 2015.
I reviewed the call that transpired on May 26, 2015. The policyholder called the service center regarding the Notice of Cancellation he received. The service representative advised the policyholder that the policy was in the process of cancelling but advised the policy was eligible for reinstatement until June 25, 2015, with a payment of $142.02. The policyholder stated he would not be able to make the payment "today" but he would be able to make the payment on Friday. The service representative advised making the payment on Friday would be fine but explained the policy would remain cancelled until it was reinstated. The service representative advised the policyholder that he could request a new due date once the policy was reinstated, explaining if the policy was reinstated on Friday, then his new due date would be the 29th of every month. The policyholder asked if there would be any penalties.
The service representative advised the policyholder that he would have a lapse in coverage and we would notify the [redacted] Department of Transportation ([redacted]DOT). She explained some states have penalties for lapses in coverage and advised the policyholder to contact [redacted]dot to discuss any fines or penalties. The service representative also explained that with the lapse in coverage, he may no longer qualify for certain discounts and explained the premium could change. She explained that we would not know what the new premium would be until the policy was reinstated. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I reviewed the call that transpired on May 27, 2015. The policyholder called the service center regarding the cancellation of his policy and the payment required to reinstatement the policy. He asked if he could set up a pre-authorized post for the following Saturday. The service representative explained that we could not accept post dated payments and advised the amount needed would be $142.02. She advised the policyholder that he had until July 25, 2015, to make the payment, otherwise, the policy would not be eligible for reinstatement. The policyholder asked if he would have a lapse in coverage once the payment was made on Saturday or if the policy would continue as if nothing happened. The service representative explained that he may incur a lapse surcharge but underwriting would determine if the surcharge would be added or not. The policyholder stated he was just wondering because he knew there may be a charge for a lapse in coverage. The service representative explained that he did not have any previous lapses in coverage but she could not advise if he would incur the surcharge or not. The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month.
I was unable to locate any additional calls until June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The policyholder was advised that our systems were down so we could not process any payments. The policyholder was asked to call back around 7:00 AM.
I reviewed the second call that transpired on June 6, 2015. The policyholder called the service center regarding the reinstatement of his policy. The service representative confirmed the May 26, 2015, cancellation and advised the policy was eligible for reinstatement with a payment of $141.45. He explained the payment would reinstate the policy effective "today". The service representative explained there would be a lapse in coverage from May 26, 2015, to "today". He advised the policyholder that if there were any fines or fees from [redacted]DOT, he would be responsible for satisfying those. The service representative also explained the premium could change with the reinstatement. He advised the rate could stay the same, be less, or be more, explaining any rate changes would be due to the lapse in coverage, advising continuous coverage generally produced a lower rate. The service representative also advised if there had been any rate changes, accidents, or violations, the premium would change. He explained that he could not advise of the new rate. The service representative explained once the payment was received, it would go to underwriting to finish the reinstatement process, and then the policy would be released. The policyholder asked if the week lapse would impact him negatively or since he paid it in within a week, would it matter. The service representative explained a lapse of less than 30 days would allow the reinstatement of the policy and a lapse greater than 30 days would require a new policy. He explained anything over a one day lapse in coverage could impact the rate, advising anything over 30 days would have a greater impact. The service representative explained he could not advise of the impact the lapse would have on [redacted]DOT. He advised what had happened was pretty minor and while we did not like seeing a cancellation/reinstatement, it was nothing super detrimental. The service representative obtained the policyholder’s bankcard information and proceeded with taking the payment. The policyholder asked if the account would be set up on automatic draft. The service representative advised the automatic payments would resume once the policy was reinstated and advised his new due date would be the
6th of every month. He advised the policyholder that the next draft would take place on July 6th. The service representative encountered some system issues while attempting to process the payment
and the policyholder had to provide the bankcard information again. The service representative was able to process the payment and emailed the payment confirmation to the policyholder. The service representative advised the policyholder that he would receive an updated Declarations showing the policy term from June 6, 2015 to December 6, 2015. He explained the policy was staring over with the same coverages, same policy information, and same policy number, advising only the effective and expiration dates would change. The policyholder asked what he should do if he was stopped by a cop. The service representative advised he could use the prior information because the policy number and vehicle information would be the same. He also advised the policyholder that if something happened, the officer could call the service center to confirm the reinstatement of the policy. At the end of the call, the service representative advised the policyholder that the next payment would be drafted on July 6th. The service representative did not advise the policyholder that there would not be a dramatic increase in premium since he paid within a week or because the lapse in coverage was less than a month.
On June 10, 2015, policy [redacted] reinstated effective June 6, 2015, with a term premium of $679.70. Per our underwriting guidelines, since Mr. [redacted] had been a policyholder of Nationwide for less than one year, a lapse in coverage surcharge was added to the policy. The addition of the lapse in coverage surcharge resulted in the removal of the Accident Free Discount as this discount is not applicable when there is a lapse in coverage surcharge on the policy.
On June 18, 2015, a cancellation request was received from the policyholder and forwarded to our retention team to handle. At this time, the July 6, 2015, draft was suspended and the billing account was changed from recurring draft to direct bill. On June 26, 2015, an outbound call was made to the policyholder, at ###-###-####, in order to discuss his request. A message was left advising of the receipt of his email requesting the cancellation of the policy effective July 6, 2015. The retention representative advised of the need for a cancellation document with the policyholder’s signature and explained the form could be emailed to him and signed electronically. The retention team contact number was provided. There are no notes indicating that the policyholder called the retention team regarding the cancellation of his policy.
If the policyholder wishes to cancel policy [redacted], he will need to contact the Customer Service Center, at ###-###-####, which is open 24 hours, 7 days a week, in order to complete the required Cancellation Request Form.
If you require further assistance, please our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted].
Sincerely,
[redacted]
Member Solutions – Shared Services
Customer Resolution & Response
Nationwide
###-###-#### Ext. [redacted]
This letter is in response to the concerns filed by Mr. [redacted] regarding the amount owed on his Nationwide Auto policy.
On May 28, 2015, the renewal for June 22, 2015 generated with a premium of $1,068.40 (attached). On June 17, 2015, Mr. [redacted] went online to Nationwide.com and removed Roadside...
Assistance from his policy, as well as removing rental coverage from the 2010 Nissan Murano. This resulted in a decrease in the renewal premium to $1,048.10, and a new declaration page was issued showing this amount (attached). Mr. [redacted]’s policy was set up with document delivery preferences as e-mail, so on June 17, 2015, an e-mail was sent to inform a new declaration page was available for his review.
From the change he made effective June 17, 2015, there was a prior term credit of $2.30, which reduced the balance of the policy to $1045.80. On June 19, 2015, Mr. [redacted] made a payment of $1,045.80, clearing the balance for the renewal term. However, on the same day, Mr. [redacted] went online again to change his Uninsured Motorist Bodily Injury coverage. The coverage was changed from $100,000 per person and $300,000 per incident to $250,000 per person and $500,000 per incident. This resulted in an increase in the renewal of $6.30, plus a prior term increase of $.20, totaling an increase of $6.50. Once again, a revised declaration page was generated (attached), and on June 22, 2015, an e-mail was sent to Mr. [redacted] to advise that a new declaration page was available for his review.
Nationwide does not bill anything under $10.00, so we added that amount to the renewal bill for December 22, 2015. On December 18, 2015, Mr. [redacted] called in to the Service department to request cancel of his policies effective the December 22, 2015 renewal. The Service Representative did send him the cancellation forms, but did not advise of the prior term amount on the Auto policy. On December 29, 2015, Mr. [redacted] called to make sure everything had been processed correctly, and while we had the forms on file for his cancellation request, the policies were not actually cancelled. The Service associate processed the cancellations on the spot, but once again did not inform of the prior term balance. That should have occurred in both cases, and we sincerely apologize that it did not. We have provided feedback to the direct leaders of both associates with whom Mr. [redacted] spoke.
In addition, due to the policies not being processed for cancellation when we originally received the forms, it resulted in a late fee of $10.00, taking the balance to $16.50. On January 4, 2016, we mailed the final bill for $16.50 (attached).
After review of the case, we have waived the late fee as Mr. [redacted] requested cancellation prior to his bill being due. That leaves a balance of $6.50 for the increase in the Uninsured Motorist Bodily Injury from June 19, 2015 through December 22, 2015. Due to the error of our Service associates not informing of this balance at the time of cancellation, we are waiving the remaining $6.50.
We are in receipt of your request dated July 25, 2016 for information regarding the above referenced file. Ms. [redacted] states that the processing of the above claim was excessively delayed and beyond the 30 day time frame Nationwide states for claims turn around. She is requesting for her claim to be...
processed and paid immediately.Ms. [redacted] has a Whole Pet With Wellness Plan with a $100.00 annual deductible for her cat [redacted]. On May 11, 2016 we received a claim with a diagnosis of “Fractured Rear Tooth, Severe Periodontal Disease. Dental Prophylaxis.” Received with [redacted]’s claim was an invoice totaling $651.92 for treatment on May 10, 2016. This claim was reviewed and processed by our claims department on May 12, 2016. Given the close proximity to the policy effective date, this claim was temporarily denied and medical records were requested back to April 1, 2015 to verify eligibility.Although reimbursement of Ms. [redacted]’s claim was still pending additional information to determine eligibility, it was processed and closed the day after it was received. The explanation of benefits was sent out on May 13, 2016 and our claims department operated well within the 30 day turn around time.Please see the timeline below for an explanation of our underwriting and claims department’s review:? May 11, 2016: Claim 201605114431 received.? May 12, 2016: Claim was temporarily denied and medical records were requested.? May 25, 2016: [redacted]’s medical records were received.? June 15, 2016: A letter was sent to Ms. [redacted] advising her that an additional 30 days would be required for the review to be completed.? July 21, 2016: Underwriting review was completed. [redacted] was noted to have moderate to severe dental disease on May 5, 2016. Based on information provided by [redacted]’s veterinarian, it would require more than 4 days for dental disease of this degree to manifest and is therefore pre-existing, per the terms of the policy. The veterinarian also clarified that there was no tooth fracture present. As a dental cleaning had been performed, future claims may be eligible after May 24, 2016. Please note that since records also indicated [redacted] had been vomiting prior to the PED, an exclusion for gastroenteritis was added to her policy (diagnosis code 4500).? July 22, 2016: A letter was sent to Ms. [redacted] advising her of the results of the underwriting review.As outlined in the Whole Pet With Wellness policy:Section 5. What We Do Not Cover – ExclusionsA. “Diagnosis or treatment of any pre-existing condition.”Section 2. DefinitionsK. “Pre-existing condition means any condition that began or was contracted, manifested, orincurred within twelve months of the effective date of this policy or during any waiting period,whether or not the condition was discovered, diagnosed, or treated. A chronic condition is a preexistingcondition unless it began after the effective date of this policy.”Claim 201605114431 was reopened and reprocessed post underwriting review with no reimbursement sincethe periodontal disease being treated was found to be pre-existing. A revised explanation of benefits was sentto Ms. [redacted] on July 22, 2016. This claim was processed correctly and within the terms of Ms. [redacted]’spolicy.While the processing of this claim was never delayed, the underwriting review did take additional time tocomplete in order to determine if the condition being treated was eligible for coverage. Ms. [redacted] cancelledher policy for [redacted] effective July 22, 2016. She was issued a refund of her unearned premium July 24, 2016.Should you require any further assistance in this matter, please contact our [redacted]Patty G[redacted], at [redacted] or via email at [redacted]Sincerely,Vincent G[redacted]
This letter is in response to your request for information pertaining to the above file number.Per our previous response the change referenced by Ms. [redacted] from July 9, 2015, was not made effective the renewal date. As stated in our last two responses, “The premium on the Policy Declaration pages does not indicate the amount of charge for the change as it only reflects what the premium would have been had the change been made at the renewal date.” A Policy Declaration page is issued to show the coverage breakdown and effective date of those coverage’s.As indicated in the breakdown previously sent, the refunds were issued based on the effective date of the change. The total premium amount charged from October 23, 2014 to the cancellation date of October 23, 2015 was $3,524.11. A total of $4,264.89 was received in payments. After all changes are processed a total of $740.78 was issued in refunds. There is no further refund to be issued on the policy.We would like to respectfully ask Ms. [redacted] to contact the Department of Insurance should she choose to continue to reject our responses. The [redacted] Department of Insurance can be reached at ###-###-#### or she may email her concerns to [redacted].Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.Sincerely,Erica D[redacted]
Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 2012. At the time of the cancellation a balance of $81.16 was due for coverage provided. A payment of $128.73 was received and paid the balance due and left a credit of...
$47.57 which was refunded back to the member. The credit was not enough to reactive the policy. On October 27, 2012, a payment of $124.80 was received which reactived the Auto policy with a lapse in coverage.
A bill was sent for $39.04 due November 27, 2012. There was no payment received and a Notice of Cancellation was sent for $49.04 (included a $10.00 late fee) due December 20, 2012 or the policy would cancel effective December 21, 2012. A balance of $125.10 remained for coverage provided up to the cancellation date. A Balance Due bill was sent on December 27, 2012, to the member which indicated a balance was due on the cancelled policy. There was no payment made to reactive the policy. There was a more than 30 day lapse when the member called in to inquire on the Auto policy.
On April 1, 2013, Ms. [redacted] purchased a six month Victoria Fire & Casualty Auto policy from the [redacted] Agency, with a bill plan of 16.5% down and 5 installments. Ms. [redacted]’s policy last renewed into the term beginning October 1, 2014 when the renewal offer was accepted with the renewal down payment in the amount of $256.00 paid on October 1, 2014.
The Auto policy initially cancelled on December 19,2014 for nonpayment as the installment due on December 1, 2014 was not paid. There was an outstanding balance of $166.77.
On March 3, 2015, Ms. [redacted] provided proof of duplicate coverage as well as a signed cancellation request for an effective cancellation date of November 12, 2014. The cancellation date was corrected and a refund in the amount of $137.23 was mailed on March 26, 2015. The credit collections agency was notified that Ms. [redacted] did not owe any money on this policy and the balance was cleared.
Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact me at ###-###-####, Ext. [redacted] or my email address is[redacted]
If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W[redacted] ########or by email at [redacted]
Sincerely,
Erica D[redacted]
This claim involves our policyholder’s vehicle causing damage to the Complainant’s property.We previously went to the loss location and completed a damage estimate. The Complainant then presented [redacted]l with an estimate that was significantly higher than our estimate. At that time...
[redacted]l went back out to the property and did a re-inspection. [redacted]l increased our damage assessment and have spoken to the Complainant’s contractor and both are in agreement that all of the work can be done for $2,100. [redacted]l then presented the Complainant with a Property Damage Release and have advised that a check would be overnighted to them upon the receipt of the release. The Complainant is not satisfied with this and will not sign the release without having the check.[redacted]l is in the process of scheduling a time for the Complainant and a [redacted]l representative to meet and exchange the signed release for the settlement draft.If you require further assistance, please contact our Customer Advocacy Coordinator, Claire Steiner, at ###-###-#### or by email at [redacted]Sincerely,Adam A[redacted]Casualty Claims Manage
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]We have a policy not to share any information which is not our fault for collision due to other insured fault.We also are aware of the sticker problem however the new sticker is bubbling up and was not put on correctly which this body shop nor the insurance has backed as promised. We consider time and aggravation from repeated attempts to rectify the situation inadequate.
I'm still apalled at how nationwide was not fully involved with further action I had to on my own reach out to different people and call the claims center to get a hold of the proper management. They did not work along with me at all only until now in which there is new issues that are going on with my vehicle and is now at a new body shop. I'm just not happy what so ever on how this was handled and to top it all my premium is going to go up in November. I feel the girl who was assigned to the claim was nasty and did not wanna hear me out this needs to be looked into more deeply thank you
Regards,[redacted]