I have reviewed the inquiry received from [redacted] regarding his auto policy insured with Nationwide Agribusiness Insurance Company. He inquired about the cancellation of this policy and subsequent refund.Both [redacted] and [redacted] are named insureds under this policy providing...
coverage for the following vehicles: 2001 Honda, 2004 Honda, 2012 Volkswagon, and 2002 Cadillac. On November 3, 2015 [redacted] contacted the Company Service Center to remove [redacted] from the policy due to divorce. The service representative advised [redacted] that because [redacted] was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policy. On November 6, 2015, [redacted] requested the 2012 Volkswagon and the 2002 Cadillac be removed from the policy effective November 3, 2015 as he obtained other coverage on those vehicles. The deletion of those vehicles was processed as requested and a return premium of $260.61 was applied to the policy. Coverage was still being provided for the 2001 and 2004 Hondas on the policy. We subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, 2015. A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: [redacted]We reached out to the [redacted]’s local agent, [redacted], who had been working with [redacted] on the auto and home policies. According to the agency, [redacted] became unreasonable to the agency staff when they were not able to remove [redacted] or her vehicles from the policy.The cancellation of the policy effective November 3, 2015 resulted in a premium refund of $44.01 based on the vehicles listed on the policy at the time of the cancellation. Per [redacted]’s request, the 2012 Volkswagon and 2002 Cadillac had already been removed from the policy which resulted in return premium of $261.60 applied to the policy. The policy cancellation was processed on November 16, 2015 to be effective November 3, 2015. The only vehicles listed on the policy at the time the cancellation was processed were the 2001 and 2004 Honda’s.The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both [redacted] and [redacted] as they are both named insured’s on the policy. In order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policy. Any issues, payment, or refund descrepanices involving their policies and arising out of the [redacted]’s divorce situation are a personal legal matter that should be handled between [redacted] and [redacted] and their legal representatives.If further assistance is needed in this matter, please contact me directly at ###-###-####.Sincerely,Gale G[redacted]
I did not speak with anyone in Columbus Ohio, I talked to the local agent [redacted], I called to verify what my coverage's where and she assured me that the loan would be covered. There was never any mention or discussion about 25%. I ask several times and she assured me that the loan would be paid in full. Only after she said she messed up and she was wrong the loan would not be covered. I asked when the policy was taken and again after the accident and ever time I was told loan would be paid in FULL>
Regards, [redacted]
In reference to the unverified chat log, it is more of a he say, she say scenario. If we indeed go by what was stated to be said on the chat log, you can easily notice how adding [redacted](ex wife), on the policy was recommended by [redacted], and not requested by [redacted](customer). In addition, this does not match up to original agreement & no further acknowledgment has been confirmed by [redacted] about the change in amount. You cannot bill a change of amount without an agreement or acknowledgement on the stated amount. It goes both ways, per what's being said, you couldn't exclude a driver without a signature(Although sister company was able to). The change in amount without an agreed upon total, and a removal of discounts ultimately proves this agreement to be not valid.
It was not clear that the underwriter would approve or deny such a request that [redacted] recommended. [redacted] (customer) can't be held liable to understanding verbiage used for certain policy holder as [redacted] doesn't have education in the insurance field. This proves that without an actual amount, or agreement stating any changes. There was no other agreement agreed upon thereafter.
In summary the $98.45 stated to be owed is an amount made up by the business. Per chatlog "Nationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as a principal driver based on Mr. B[redacted]’s comments above. On April 2, 2015, our Member Care Representative contacted Mr. [redacted] 2 times to inform him that his policy had been activated without a lapse in coverage, and Ms. [redacted] was rated as a principal driver. The Representative was unable to reach Mr. B[redacted] or leave a voicemail as it was full. Another attempt was made to contact Mr. [redacted] on April 3, 2015 with the same result."
It is proven that [redacted](customer) wasn't aware of any changes in price of policy.
Request: I would like for Nationwide, in good faith, to do what's right and A. adjust the amount of 98.45 to the original agreed upon premium amount, or B. cancel all amounts due/owed to Nationwide Ins. as it's evident there was no clear communication and confirmation on any increases.
Thanks,
Regards,
[redacted]
This is an additional response to complaint [redacted]. To resolve the issue of thesiding, we have asked for documentation from the customer and/or his contractor toconfirm it is discontinued. If we are unable to find a reasonable match of style/profile,we will re-evaluate our resolution strategy.If you have any additional questions, please contact Susan H[redacted], Office ofCustomer Advocacy, Nationwide Insurance, One Nationwide Plaza, Columbus OH,43215Sincerely,Tricia P[redacted]
Please allow this letter to serve as a response to the above captioned Revdex.com complaint filed by Mr. [redacted]. Mr. [redacted] states that Nationwide Insurance paid to repair the left doors and quarter panel of his vehicle instead of replacing these parts.The left doors and...
quarter panel were deemed repairable by Mr. [redacted], a New York State licensed adjuster, during the time of inspection. Upon review, any licensed repair facility would be able to repair Mr. [redacted]'s vehicle without any issue. Replacing these parts would reflect a repair methodology that goes beyond what is needed to restore the vehicle to pre-accident condition. However, an inspection will also take place by Mr. [redacted]'s repair facility prior to repair. If any additional damages are discovered, Nationwide Insurance will be contacted by the repair facility in order to conduct a supplemental inspection and address the damages accordingly.If you require further assistance, please contact our [redacted], Jose L[redacted], at ###-###-#### or by email at [redacted].Sincerely,Alan S[redacted]
This
letter is in response to the inquiry received from your office on November 4,
Nationwide
Mutual Fire Company did receive
notice of a claim from Mr[redacted] on
September 30, 2015. The claim was
assigned to a local associate who attempted to reach Mr[redacted] on October 1,
2015. Attempts to contact the member on
both the home and cell numbers were unsuccessful; however, messages were left
at each number
The
associate tried again to reach Mr[redacted] and was successful in reaching him on
October 2, 2015. Subsequent to our
contact, the associate sent a leak detection expert to investigate the cause of
loss. The expert inspected the property
on October 5, and a site inspection was completed by our associate on
October 7, 2015. The associate attempted
to contact Mr[redacted] to review the findings of our investigation as well as the
policy limitations on October 15, 2015.
This contact was again met with voicemail and a detailed message was
left. A letter was also mailed to Mr
[redacted] on October 19, providing additional detail and basis for the denial
of coverage as conveyed telephonically a few days earlier. The claims associate attempted to follow up with
Mr[redacted] again on October 27, 2015.
This contact attempt also was met with voicemail and another message was
left. While we were not able to reach
Mr[redacted] via telephone on October 27, 2015, the member did email the claim
associate, advising that he had not received a letter from usThe claim
associate called the insured on November 3, leaving a voicemail message
that she would email him another copy of the denial letterThe claim associate
emailed the insured another copy of the letter on November 4,
Mr
[redacted] responded to the email with the letter on November 3, notifying us
that he also intended to pursue a separate area of damage. Since this damage was unrelated to the
existing claim, a new claim was captured for this loss on November 5, In
addition to this email communication, the local claim manager spoke to Mr
[redacted], reviewing the findings on the first claim and confirming the capture of
the new loss.
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Michelle
M[redacted]
[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted]. Below is the information we gathered regarding this case. If I do not provide the information you need for this matter, please do not hesitate to let me know.Our records indicate, on February 14, 2015, Mr. [redacted]...
called the [redacted] Agency to add a 2005 Subaru to his policy. After being quoted several deductible amounts and the corresponding premium increases, Mr. [redacted] advised he could not afford the additional premium to add comprehensive and collision coverage to his policy. He then told his agent he wanted liability only for the Subaru. The vehicle was then added per his request.On May 18, 2015, several weeks after being in an accident, Mr. [redacted] called the [redacted] Agency and spoke with office manager [redacted] about the coverage he had on the Subaru. During this conversation Mr. [redacted] was advised it was their practice when quoting or adding vehicles, to give several options but it is ultimately their choice which coverage they purchase. Also discussed was the coverage on his 2003 Dodge. Mr. [redacted] was offered a $1000 deductible on this vehicle to which he declined advising he had to speak with his wife before making the decision.During our investigation into this matter, no error was found. Lack of the offer of coverages to an insured does not constitute an error. Mr. [redacted] did not request additional quotes for other deductibles for collision and we found the [redacted] Agency followed their normal procedure of discussing the available options with Mr. [redacted]. After being told by Mr. [redacted] he could not afford additional premium and he wanted liability only for the vehicle, the vehicle was added as requested.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call Betsy S[redacted] at ###-###-#### or email her at[redacted]Sincerely,Derrick H[redacted]###-###-####
This letter is in response to the concerns filed by Ms. [redacted] regarding the $127.92 collection amount. Auto policy [redacted] started December 29, 2015, with a premium of $743.10. This premium was spread out over the down payment and five remaining bills; making the...
monthly installments $123.85. The policy renewed July 1, 2016, with a premium of $838.46. This premium was spread out over seven bills making the monthly payments $119.78. The policy renewed January 1, 2017, with a premium of $922.72. The first bill for the term was due January 29, 2017. Since coverage was provided from January 1, 2017 until January 26, 2017, there is premium owed of $127.92. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D[redacted], ###-###-#### or [redacted]@nationwide.com. Sincerely, Meg Mo[redacted] Sr. Analyst Customer Resolution & Response Enclosures:
In regards to the collection amount due for the Auto policy:
· On December 22, 2014, a bill was sent to the customer and due on January 27, 2015 (see attached).
· Since a payment was...
not received, a Notice of Cancellation was sent on February 3, 2015, with a policy cancel date of February 20, 2015 (see attached). The amount on the notice was $981.91.
· The policy cancelled effective February 20, 2015, and a collection letter was sent to the cancelled member on February 27, 2015, informing them of an unpaid balance due after cancellation for the Auto policy. The amount on the notice was $1,098.97 (see attached).
· On June 4, 2015, the insured’s wife called in about the collection. She stated the policy was supposed to cancel in December of 2014, and that her husband had called to cancel, however there was no documentation on the policy or account about a call to cancel. However, there was a call by the wife to verify billing information on December 2, 2014. The member advised that they obtained other insurance with [redacted]. She was advised that if she could email a declarations page, we would be happy to backdate the cancellation.
· On June 4, 2015, a call was made to the insured but there was no answer, so a voicemail was left to have her call the Service Center back. The message stated that we received the declarations for [redacted], and it would take a couple days for the policy to adjust.
· Documentation shows calls were made to the insured on June 4, 2015, July 7, 2015 and July 9, 2015.
· Declarations were received and the policy was adjusted to cancel effective January 17, 2015, and the unearned premium in the amount of $352.40 was credited to the policy balance leaving a total balance due of $746.57. A voicemail was left on July 9, 2015 advising of the amount due.
We will not be able to remove the collection, because bills and notices were sent, and no payments were made toward the balance. Once the collection amount of $746.57 is paid in full, we will be happy to update Credit Control Services (CCS) regarding the adjustment and that payment was made so that the collection may be closed.
To arrange a payment, please contact our Customer Service Center at ###-###-####. Once a payment is made we will update Credit Control Services (CCS).
We hope that this satisfies your request. If you have any further questions or concerns, please contact State Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted].
Sincerely,
[redacted] – CSSS Customer Resolution and Response
Nationwide
###-###-####
[redacted]
Thank you for your recent inquiry regarding a claim that was submitted by Ms. [redacted]. If I do not provide the information you need for this matter, please do not hesitate to let us know.Ms. [redacted] reported a claim on November 23, 2016 for the mysterious disappearance of a scheduled ring that...
occurred on or about March 28,2016. The claim was handled by Claims Adjuster Cory S[redacted]. The ring that was lost was scheduled on Ms. [redacted] policy in the amount of $3,850.00. This amount was based on an appraisal that was dated 10/20/12. We also received an appraisal from Ms. [redacted] during the claim investigation dated 9/27/14. This appraisal was not given to Nationwide prior to the claim being filed. We based our assessment on the appraisal dated on 10/20/12.We agreed to replace the ring and advised that an evaluation would be completed by a third party jeweler ([redacted]). [redacted] completed an evaluation based on the description provided on the declarations page in the amount of $2,618.20. This amount is based on a Market Value Report plus tax and shipping. [redacted] is willing to replace the ring with a sustainably identical ring for the estimated amount of $2,618.20. Ms. [redacted]’s jeweler [redacted] Diamonds quoted a replacement estimate in the amount of $4,700.00. We had [redacted] from [redacted] contact [redacted] Diamonds and discuss the estimate and pricing structure of the ring. [redacted] Diamonds stated that they understood the quote provided by [redacted] but would not be willing to accommodate at [redacted]s’s replacement cost.Ms. [redacted]’s policy states the following:Conditions[…]2. Loss settlement. Covered property losses are settled as follows:[…]C. Other property - the value of the property insured is not agreed upon but will be ascertained at the time of loss or damage. We will not pay more than the least of the following amounts:(1) the actual cash value of the property at the time of loss or damage;(2) the amount for which we or you could reasonably be expected to have the property repaired to its condition immediately prior to loss;(3) the amount for which we or you could reasonably be expected to replace the article with one substantially identical to the article lost or damaged; or(4) the amount of insurance.Based on the policy language and the estimate provided by [redacted] we believe that the settlement amount that was offered and paid is reasonable and customary for the ring replacement. A copy of the estimates, and settlement letters have been included for your review.I have left a voicemail and a follow up email for Ms. [redacted] to discuss the settlement conditions further. As of the date of this letter I have not been able to reach Ms. [redacted]. However, a follow up letter was mailed to her on 2/9/2017 expelling the policy conditions.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you require further assistance, please contact our Customer Advocacy Coordinator Joey L[redacted], at ###-###-#### or by email at [email protected],
We are in receipt of your request for information regarding the above referenced file. In her complaintto the Revdex.com Ms. [redacted] states that when she applied for a policy for her dog,Bernie that she selected the Major Medical Plan with the Pet Wellness Rider. However, when...
shesubmitted claims for wellness services her claims were denied because the Pet Wellness Rider wasnot added to her Major Medical Plan. Ms. [redacted] is asking that the wellness rider be added to herpolicy and that her claims be reimbursed.On January 15, 2017 through the Nationwide Pet web site Ms. [redacted] applied for the MajorMedical Plan with a $250.00 annual deductible for her dog, Bernie. The policy was approved with aneffective date of January 29, 2017.The policy information and declarations page were sent to her onJanuary 16, 2017 which outlined the coverage purchased for Bernie. The base premium of $378.69listed on the declarations page was for the Major Medical Plan only.On August 6, 2017 we received five claims for Bernie. Four of the claims submitted included fees thatare only eligible under a Pet Wellness Rider therefore those claims were denied under the MajorMedical Plan. However, claim 2[redacted]72 for the date of April 27, 2017 was temporarily deniedbecause it did not include a diagnosis for Bernie’s exam and antibiotics. This claim can bereprocessed upon receipt of a medical diagnosis.We have retrieved a copy of Ms. [redacted] application however there is no indication that a PetWellness Rider was selected at the time that she applied for the Major Medical Plan. Once the policycame into effect on January 29, 2017 Ms. [redacted] had 30 days to review her policy and add a PetWellness Rider. Unfortunately, we are unable to add the Pet Wellness Rider to her current policyterm. Ms. [redacted]’s policy will renew on January 29, 2018 and a Pet Wellness Rider can be addedto Bernie’s policy during the 60-day renewal period to assist with reimbursement for wellness servicesincurred during the January 29, 2018 to January 29, 2019 policy term.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D[redacted], at###-###-#### or by email at [redacted].Sincerely,Christopher M[redacted]Claims Director[redacted]###-###-####Enclosures
Nationwide strives to provide great customer service to all of our customers. I have investigated the issues stated by our member and the following response was received from agent, [redacted], in regards to the complaint filed by [redacted].
Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy number [redacted] We wrote a spinoff policy December 2, 2014 with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother, [redacted] The Application is in DocuVault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2015. The policy was written correctly but sometimes when we write a spinoff policy, the named insured while in processing at Nationwide switches back to the named insured on the prior policy. While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed application. Ms. [redacted] has still not signed the application to correct the named insured error. Our system reflects that on December 1, 2014 the policy was bound in [redacted]’s name. I have already mentioned this to Nationwide because we have seen this error before. Nationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy). The address on both of these policies is the same. All Declaration Pages have been sent to the [redacted] address. I feel Ms. [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. We only need the signed application returned to us in order to place [redacted] as the named Insured on the policy.
Ms. [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a 2004 Cadillac. She replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. There were never any notes or questions about rental coverage. Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. No communication was made with our office after the conversation on December 1, 2014, when her spinoff policy was made effective. Ms. [redacted] has no documentation where she requested this coverage that I am aware of.
We find that no error has occurred as there has been no documented request for LOU/Rental coverage either on Ms. [redacted]'s prior policy or on her current policy. When her vehicle was added to the policy, there also was no request for LOU/Rental coverage. Since this coverage was not on her prior policy and we do not have any record of a request being made to add this coverage, Nationwide is not responsible for reimbursing Ms. [redacted] for any rental car cost.
If you have any additional questions, please contact me at ###-###-#### or [redacted].
Best Regards,
[redacted]
Centralized Sales Operation and Support
This letter is in response to the concerns filed by [redacted] regarding the Smart Ride Discount andadditional discount Mr. [redacted] feels is still owed on the policy.In review of the Smart Ride Discount that is being received on policy [redacted], Mr. [redacted] iscorrect that the discount is not...
showing a full 40% decrease on the Chevrolet for Bodily Injury,Property Damage, and Collision coverage or the full 26% discount on these coverages for the GMClisted on the Auto policy.Per the Smart Ride emails that are sent weekly to Mr. [redacted] and the Smart Ride Website, as well asthe Nationwide email confirming the Smart Ride discount completion that was sent:“Your final discount will be applied at your next policy renewal. Discount amount listed is anapproximation and does not apply to all coverage elements. Actual savings will vary based on yourpolicy coverage selections and rating factors.”The discount amount will not translate into a flat percentage off the final premium as it does notapply to all coverages or policy administration fees. The discount is applied to Bodily Injury,Property Damage, Medical Payments, and Collision based on the rating sequence.As an example, if the base premium for a coverage is $1,000.00 and a 9% discount for Multi-Policy,40% discount for SmartRide, and a 15% discount for Accident Free is being applied, the premium iscalculated by applying one discount at each step as shown below.If the discounts were applied as a flat percentage, the discounts added together would be 64%; ifthis was applied to the base premium of $1,000; this would make the final premium $360.00 not$464.10.Regarding the concern of the premium appearing to be $44.00 more that it should be; after theSmartRide Discount is applied in the rating sequence the policy administration fee is applied andthen term adjustment factor is applied.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Jennifer C[redacted]
Your inquiry on behalf of the customer associated with the complaint ID noted above was referred to me for response.My review indicated that our Customer Service Representative did not provide correct information regarding the change in the billing system when speaking to the insured late last year....
In conjunction with this change, the new billing program would not function in the same manner as the previous one had. The insured was making monthly payments on a program that required payment in full only at the beginning of the new policy term. While the prior billing program allowed the monthly payments, the new one would not.I spoke to Ms. [redacted] and explained what had occurred. She indicated they had obtained other insurance but needed correction to their policy cancellation date to avoid forced placed insurance by their lienholder. This change has been made and the collection process halted as there is no longer an outstanding balance owed. We regret the confusion created by the inaccurate information provided by our representative during our transitioning to the new billing program.Thank you for this opportunity to review our handling. I hope the additional information provided serves to further explain our actions. If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted] direct at ###-###-#### or by email at [redacted]Sincerely,Mary K[redacted]
I am writing in response to the complaint referenced above, regarding monthly service fees charged to an echeckingaccount with Nationwide Bank.In reviewing Ms. [redacted]'s stated concerns, and the requirements of the e-checking account, I confirmed that thereare two requirements in place to avoid a...
monthly service fee on this account type. One is that the membermaintains a direct deposit of at least $250.00 to the account. Ms. [redacted]'s direct deposit has consistently satisfiedthis requirement. However, the other requirement to avoid the monthly fee is that the member must complete aminimum of eight point of sale transactions per month, using the debit card tied to the account. For the statementcycle ending on April 13, 2017, that requirement was not satisfied. As a courtesy, we waived the fee andprovided Ms. [redacted] with information to avoid a similar fee going forward. We also provided her with informationabout a new checking product now offered by Nationwide Bank that has no monthly service fee.Ms. [redacted] respovlded asking to have all fees charged to her account since 2014 refunded. I researched thehistory of the account and learned that there has been a total of seven fees charged to the account since itopened. In each case, the fee was assessed for the same reason. We had waived three of those fees, uponindividual request. Prior to the fee on the April 2017 statement, the most recent fee was dated March 13, 2016.At that time, the decision was made to not waive the remainder of the fees retroactively. Ms. [redacted] was advisedof that decision, and was provided with an electronic copy of Nationwide Bank Terms and Conditions, detailingthe requirements to avoid a monthly fee. Ms. [redacted] agreed to those Terms and Conditions upon opening theaccount, via electronic signature.Thank you,Anne C[redacted]
This letter is in response to the complaint filed by Ms. [redacted] regarding the collection balance of herAuto policy.On January 30, 2017, the renewal for February 24, 2017 had calculated at $684.20. At the time ofrenewal, the vehicle on the policy was a 2007 T[redacted] and Ms. [redacted] was the only...
driver ratedon the policy.On January 30, 2017, a statement was issued indicating that $119.03; $114.03 for the Auto plus a$5.00 installment fee was due by February 24, 2017.On February 20, 2017, a payment of $119.03 was received via bankcard.On February 28, 2017, a statement was issued indicating that $119.03; $114.06 for the Auto plus a$5.00 installment fee was due by March 24, 2017.On March 24, 2017, a payment of $119.03 was received via CheckFree banking service.On March 31, 2017, a statement was issued indicating that $119.04; $114.04 for the Auto plus a$5.00 installment fee was due by April 24, 2017.On April 14, 2017, a One Time Electronic Payment was processed for $119.04.On May 1, 2017, a statement was issued indicating that $119.03; $114.03 for the Auto plus a $5.00installment fee was due by May 24, 2017.On May 24, 2017, a One Time Electronic Payment was processed for $119.03.On May 31, 2017, a statement was issued indicating that $119.04; $114.04 plus a $5.00 installmentfee was due by June 24, 2017.On June 19, 2017, Ms. [redacted] signed up for automatic payments via electronic funds transfer and the$5.00 installment fee from the May 31, 2017 statement was waived, leaving $114.04 due by June 24,2017. On June 19, 2017, Ms. [redacted] also replaced her 2007 T[redacted] with a 2012 T[redacted],this caused a premium increase of $82.60.On June 23, 2017, a One Time Electronic Payment was processed for $114.04.Office of Customer Advocacy | One Nationwide [redacted] | [redacted]On June 28, 2017, a paperless statement was e-mailed to Ms. [redacted] indicating that $196.63 wasgoing to be automatically withdrawn from her bank account on July 24, 2017.On June 30, 2017, Processing added two accident surcharges to Ms. [redacted]’s policy. Thesesurcharges caused an increase of $365.20 to Ms. [redacted]’s policy. These surcharge points wereincorrectly charging on the policy mid-term. Surcharge points are only to start charging on the nextapplicable renewal. The next applicable renewal in this case would have been the upcoming August24, 2017 renewal.On July 24, 2017, a payment of $196.63 was received via electronic funds transfer.On July 31, 2017, the renewal for August 24, 2017 calculated at $2,389.20.On August 1, 2017, a paperless statement was e-mailed to Ms. [redacted] indicating that $764.40($365.20 from the prior term surcharge points that were added, plus 1/6th of the current renewal$398.20, plus a $1.00 installment fee) would be automatically withdrawn from her bank account onAugust 24, 2017.On August 21, 2017, effective August 18, 2017 Ms. [redacted] lowered vehicle coverages on the 2012T[redacted] which caused a reduction in premium of $770.20.Ms. [redacted] called in to Servicing on September 1, 2017 to cancel her Auto policy effective August 21,2017 since she had obtained new insurance. The policy was canceled and the unearned premium of$1663.70 was placed back into the billing account leaving a balance of $336.50 as a collection.After reviewing the policy, since the surcharge points were added mid-term, we have made thedecision to remove the surcharge points which will credit the account $365.20. This adjustment willleave a credit on the account of $28.70, which will then be refunded to Ms. [redacted]. We have alsocontacted the CCS Collection Company and closed the collection account. To date, nothing has beenreported to any of the credit bureaus and the Nationwide policy has been cancelled with a $0.00balance. We apologize for the inconvenience this has caused.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D[redacted]r, at[redacted] or by email at [redacted]Sincerely,Jackie S[redacted]Sr. AnalystNationwideEnclosures
[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: [redacted]
I am rejecting this response because:
Regards,
[redacted]I was in pursuit of suing the dealer I purchased the vehicle from I can obtain police report to back that fact up due to an altercation that took place in which the dealer send treats with a weapon when I approach him and my partner in regards to him upholding his agreement, additional forms indicating the frequent mechanical and work that were perform as well as a similar incident that happen to a person that was driving my vehicle and it malfunction and hit a nursing home rail I can obtain picture and any documents to back that fact up and a notarized letter from the personnel that was driving my vehicle. I had moved from that address that the statement was address to.. To [redacted] i was not aware of this letter if so I would have abruptly took action in this matter. I receive no notification regarding to the person that was suing Nationwide for property damage never a call, email, nor letter to at least to let me the customer be aware of what and why my abstract is saying at fault when prior it was no fault, Nationwide is not on any ones side except their own sadly then once I refuse to pay to the new rates once I called several time and finally got in touch with Erick N[redacted] in 2016 not Judd L[redacted] who dealt with every thing nor Sharon J[redacted] nor Roger whom took an extended time period to come to the facility to view my car after the incident even the owner at the shop was inquiring about the service that I was dealt with in 2015 then Roger look at it like five to ten minutes and that was it I was told by the owner of the shop... I know they did not complete any mechanical check..matter of fact I spoke with Emily R[redacted] whom told me if I want to follow up with any mechanical proceeding with the [redacted] that I have to contact the dealer I was suing to process those services and said there is no additional actions Nation wide will be taking.. obviously the dealer will not discredit himself and dealership any further than it is already called [redacted] NY... So I feel like i'm at a stand still.. I can no longer pursue with the suing of the dealer due to the negligence in Nationwide ability in checking the vehicle properly..
I am responding to the reply from Ms. [redacted] on my initial response questioning why she was unable to retain the salvaged vehicle.As noted prior, the estimate of repair was $3,709.85 and the unrelated damage of repair found on the vehicle was $1,356.67 totaling $5,066.52. The Actual Cash Value of the 2008 Honda Civic was $ 5,336.00 less $995.00 for conditioning with a total of $4,341.00. Therefore, the damage on the 2008 Honda Civic met the guidelines for the State of Ohio declaring the vehicle was impractical to repair and is a total loss, due to the total amount of damage found on the vehicle.As Mr. White explained to Ms. [redacted], on a total loss settlement with a loan involved, the loan must be satisfied for consideration to be given for an owner retain total loss vehicle. In this case, Ms. [redacted] still has an outstanding balance on the loan, once the total loss settlement amount was applied. The settlement was $3,875.57 and the payoff on the loan was $5,668.51. Therefore, Nationwide Retain was the only option available in this case.I am sorry that the outcome was not satisfactory to Ms. [redacted]. We strive to meet our customer’s needs, but understand that sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me.If you require further assistance, please contact our Customer Relations Coordinator, Lance R[redacted], at ###-###-#### or by email at [redacted]Sincerely,Nan Q[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for looking into this and replying promptly.
I have reviewed the inquiry received from [redacted] regarding his auto policy insured with Nationwide Agribusiness Insurance Company. He inquired about the cancellation of this policy and subsequent refund.Both [redacted] and [redacted] are named insureds under this policy providing...
coverage for the following vehicles: 2001 Honda, 2004 Honda, 2012 Volkswagon, and 2002 Cadillac. On November 3, 2015 [redacted] contacted the Company Service Center to remove [redacted] from the policy due to divorce. The service representative advised [redacted] that because [redacted] was also a named insured on the policy, we would need either proof of her other coverage or a request signed by her to remove her or her vehicles from the policy. On November 6, 2015, [redacted] requested the 2012 Volkswagon and the 2002 Cadillac be removed from the policy effective November 3, 2015 as he obtained other coverage on those vehicles. The deletion of those vehicles was processed as requested and a return premium of $260.61 was applied to the policy. Coverage was still being provided for the 2001 and 2004 Hondas on the policy. We subsequently received a signed cancellation request for the remaining vehicles on the policy, and it was processed effective November 3, 2015. A notice advising of the cancellation of the policy per the insured’s request was sent to the address showing on the policy: [redacted]We reached out to the [redacted]’s local agent, [redacted], who had been working with [redacted] on the auto and home policies. According to the agency, [redacted] became unreasonable to the agency staff when they were not able to remove [redacted] or her vehicles from the policy.The cancellation of the policy effective November 3, 2015 resulted in a premium refund of $44.01 based on the vehicles listed on the policy at the time of the cancellation. Per [redacted]’s request, the 2012 Volkswagon and 2002 Cadillac had already been removed from the policy which resulted in return premium of $261.60 applied to the policy. The policy cancellation was processed on November 16, 2015 to be effective November 3, 2015. The only vehicles listed on the policy at the time the cancellation was processed were the 2001 and 2004 Honda’s.The homeowner policy with our company is providing dwelling, personal property, personal liability, and premises liability for both [redacted] and [redacted] as they are both named insured’s on the policy. In order to protect the rights and coverage for both parties, a signed cancellation request or proof of other coverage from each party is needed to cancel the policy. Any issues, payment, or refund descrepanices involving their policies and arising out of the [redacted]’s divorce situation are a personal legal matter that should be handled between [redacted] and [redacted] and their legal representatives.If further assistance is needed in this matter, please contact me directly at ###-###-####.Sincerely,Gale G[redacted]
I did not speak with anyone in Columbus Ohio, I talked to the local agent [redacted], I called to verify what my coverage's where and she assured me that the loan would be covered. There was never any mention or discussion about 25%. I ask several times and she assured me that the loan would be paid in full. Only after she said she messed up and she was wrong the loan would not be covered. I asked when the policy was taken and again after the accident and ever time I was told loan would be paid in FULL>
Regards, [redacted]
In reference to the unverified chat log, it is more of a he say, she say scenario. If we indeed go by what was stated to be said on the chat log, you can easily notice how adding [redacted](ex wife), on the policy was recommended by [redacted], and not requested by [redacted](customer). In addition, this does not match up to original agreement & no further acknowledgment has been confirmed by [redacted] about the change in amount. You cannot bill a change of amount without an agreement or acknowledgement on the stated amount. It goes both ways, per what's being said, you couldn't exclude a driver without a signature(Although sister company was able to). The change in amount without an agreed upon total, and a removal of discounts ultimately proves this agreement to be not valid.
It was not clear that the underwriter would approve or deny such a request that [redacted] recommended. [redacted] (customer) can't be held liable to understanding verbiage used for certain policy holder as [redacted] doesn't have education in the insurance field. This proves that without an actual amount, or agreement stating any changes. There was no other agreement agreed upon thereafter.
In summary the $98.45 stated to be owed is an amount made up by the business. Per chatlog "Nationwide Underwriting approved the reversal of the policy, and rating of Ms. [redacted] as a principal driver based on Mr. B[redacted]’s comments above. On April 2, 2015, our Member Care Representative contacted Mr. [redacted] 2 times to inform him that his policy had been activated without a lapse in coverage, and Ms. [redacted] was rated as a principal driver. The Representative was unable to reach Mr. B[redacted] or leave a voicemail as it was full. Another attempt was made to contact Mr. [redacted] on April 3, 2015 with the same result."
It is proven that [redacted](customer) wasn't aware of any changes in price of policy.
Request: I would like for Nationwide, in good faith, to do what's right and A. adjust the amount of 98.45 to the original agreed upon premium amount, or B. cancel all amounts due/owed to Nationwide Ins. as it's evident there was no clear communication and confirmation on any increases.
Thanks,
Regards,
[redacted]
This is an additional response to complaint [redacted]. To resolve the issue of thesiding, we have asked for documentation from the customer and/or his contractor toconfirm it is discontinued. If we are unable to find a reasonable match of style/profile,we will re-evaluate our resolution strategy.If you have any additional questions, please contact Susan H[redacted], Office ofCustomer Advocacy, Nationwide Insurance, One Nationwide Plaza, Columbus OH,43215Sincerely,Tricia P[redacted]
Please allow this letter to serve as a response to the above captioned Revdex.com complaint filed by Mr. [redacted]. Mr. [redacted] states that Nationwide Insurance paid to repair the left doors and quarter panel of his vehicle instead of replacing these parts.The left doors and...
quarter panel were deemed repairable by Mr. [redacted], a New York State licensed adjuster, during the time of inspection. Upon review, any licensed repair facility would be able to repair Mr. [redacted]'s vehicle without any issue. Replacing these parts would reflect a repair methodology that goes beyond what is needed to restore the vehicle to pre-accident condition. However, an inspection will also take place by Mr. [redacted]'s repair facility prior to repair. If any additional damages are discovered, Nationwide Insurance will be contacted by the repair facility in order to conduct a supplemental inspection and address the damages accordingly.If you require further assistance, please contact our [redacted], Jose L[redacted], at ###-###-#### or by email at [redacted].Sincerely,Alan S[redacted]
This
letter is in response to the inquiry received from your office on November 4,
Nationwide
Mutual Fire Company did receive
notice of a claim from Mr[redacted] on
September 30, 2015. The claim was
assigned to a local associate who attempted to reach Mr[redacted] on October 1,
2015. Attempts to contact the member on
both the home and cell numbers were unsuccessful; however, messages were left
at each number
The
associate tried again to reach Mr[redacted] and was successful in reaching him on
October 2, 2015. Subsequent to our
contact, the associate sent a leak detection expert to investigate the cause of
loss. The expert inspected the property
on October 5, and a site inspection was completed by our associate on
October 7, 2015. The associate attempted
to contact Mr[redacted] to review the findings of our investigation as well as the
policy limitations on October 15, 2015.
This contact was again met with voicemail and a detailed message was
left. A letter was also mailed to Mr
[redacted] on October 19, providing additional detail and basis for the denial
of coverage as conveyed telephonically a few days earlier. The claims associate attempted to follow up with
Mr[redacted] again on October 27, 2015.
This contact attempt also was met with voicemail and another message was
left. While we were not able to reach
Mr[redacted] via telephone on October 27, 2015, the member did email the claim
associate, advising that he had not received a letter from usThe claim
associate called the insured on November 3, leaving a voicemail message
that she would email him another copy of the denial letterThe claim associate
emailed the insured another copy of the letter on November 4,
Mr
[redacted] responded to the email with the letter on November 3, notifying us
that he also intended to pursue a separate area of damage. Since this damage was unrelated to the
existing claim, a new claim was captured for this loss on November 5, In
addition to this email communication, the local claim manager spoke to Mr
[redacted], reviewing the findings on the first claim and confirming the capture of
the new loss.
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Michelle
M[redacted]
[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted]. Below is the information we gathered regarding this case. If I do not provide the information you need for this matter, please do not hesitate to let me know.Our records indicate, on February 14, 2015, Mr. [redacted]...
called the [redacted] Agency to add a 2005 Subaru to his policy. After being quoted several deductible amounts and the corresponding premium increases, Mr. [redacted] advised he could not afford the additional premium to add comprehensive and collision coverage to his policy. He then told his agent he wanted liability only for the Subaru. The vehicle was then added per his request.On May 18, 2015, several weeks after being in an accident, Mr. [redacted] called the [redacted] Agency and spoke with office manager [redacted] about the coverage he had on the Subaru. During this conversation Mr. [redacted] was advised it was their practice when quoting or adding vehicles, to give several options but it is ultimately their choice which coverage they purchase. Also discussed was the coverage on his 2003 Dodge. Mr. [redacted] was offered a $1000 deductible on this vehicle to which he declined advising he had to speak with his wife before making the decision.During our investigation into this matter, no error was found. Lack of the offer of coverages to an insured does not constitute an error. Mr. [redacted] did not request additional quotes for other deductibles for collision and we found the [redacted] Agency followed their normal procedure of discussing the available options with Mr. [redacted]. After being told by Mr. [redacted] he could not afford additional premium and he wanted liability only for the vehicle, the vehicle was added as requested.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you should have any questions or wish to discuss the matter further, please feel free to call Betsy S[redacted] at ###-###-#### or email her at[redacted]Sincerely,Derrick H[redacted]###-###-####
This letter is in response to the concerns filed by Ms. [redacted] regarding the $127.92 collection amount. Auto policy [redacted] started December 29, 2015, with a premium of $743.10. This premium was spread out over the down payment and five remaining bills; making the...
monthly installments $123.85. The policy renewed July 1, 2016, with a premium of $838.46. This premium was spread out over seven bills making the monthly payments $119.78. The policy renewed January 1, 2017, with a premium of $922.72. The first bill for the term was due January 29, 2017. Since coverage was provided from January 1, 2017 until January 26, 2017, there is premium owed of $127.92. If you require further assistance, please contact our Customer Advocacy Coordinator, Barb D[redacted], ###-###-#### or [redacted]@nationwide.com. Sincerely, Meg Mo[redacted] Sr. Analyst Customer Resolution & Response Enclosures:
In regards to the collection amount due for the Auto policy:
· On December 22, 2014, a bill was sent to the customer and due on January 27, 2015 (see attached).
· Since a payment was...
not received, a Notice of Cancellation was sent on February 3, 2015, with a policy cancel date of February 20, 2015 (see attached). The amount on the notice was $981.91.
· The policy cancelled effective February 20, 2015, and a collection letter was sent to the cancelled member on February 27, 2015, informing them of an unpaid balance due after cancellation for the Auto policy. The amount on the notice was $1,098.97 (see attached).
· On June 4, 2015, the insured’s wife called in about the collection. She stated the policy was supposed to cancel in December of 2014, and that her husband had called to cancel, however there was no documentation on the policy or account about a call to cancel. However, there was a call by the wife to verify billing information on December 2, 2014. The member advised that they obtained other insurance with [redacted]. She was advised that if she could email a declarations page, we would be happy to backdate the cancellation.
· On June 4, 2015, a call was made to the insured but there was no answer, so a voicemail was left to have her call the Service Center back. The message stated that we received the declarations for [redacted], and it would take a couple days for the policy to adjust.
· Documentation shows calls were made to the insured on June 4, 2015, July 7, 2015 and July 9, 2015.
· Declarations were received and the policy was adjusted to cancel effective January 17, 2015, and the unearned premium in the amount of $352.40 was credited to the policy balance leaving a total balance due of $746.57. A voicemail was left on July 9, 2015 advising of the amount due.
We will not be able to remove the collection, because bills and notices were sent, and no payments were made toward the balance. Once the collection amount of $746.57 is paid in full, we will be happy to update Credit Control Services (CCS) regarding the adjustment and that payment was made so that the collection may be closed.
To arrange a payment, please contact our Customer Service Center at ###-###-####. Once a payment is made we will update Credit Control Services (CCS).
We hope that this satisfies your request. If you have any further questions or concerns, please contact State Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted].
Sincerely,
[redacted] – CSSS Customer Resolution and Response
Nationwide
###-###-####
[redacted]
Thank you for your recent inquiry regarding a claim that was submitted by Ms. [redacted]. If I do not provide the information you need for this matter, please do not hesitate to let us know.Ms. [redacted] reported a claim on November 23, 2016 for the mysterious disappearance of a scheduled ring that...
occurred on or about March 28,2016. The claim was handled by Claims Adjuster Cory S[redacted]. The ring that was lost was scheduled on Ms. [redacted] policy in the amount of $3,850.00. This amount was based on an appraisal that was dated 10/20/12. We also received an appraisal from Ms. [redacted] during the claim investigation dated 9/27/14. This appraisal was not given to Nationwide prior to the claim being filed. We based our assessment on the appraisal dated on 10/20/12.We agreed to replace the ring and advised that an evaluation would be completed by a third party jeweler ([redacted]). [redacted] completed an evaluation based on the description provided on the declarations page in the amount of $2,618.20. This amount is based on a Market Value Report plus tax and shipping. [redacted] is willing to replace the ring with a sustainably identical ring for the estimated amount of $2,618.20. Ms. [redacted]’s jeweler [redacted] Diamonds quoted a replacement estimate in the amount of $4,700.00. We had [redacted] from [redacted] contact [redacted] Diamonds and discuss the estimate and pricing structure of the ring. [redacted] Diamonds stated that they understood the quote provided by [redacted] but would not be willing to accommodate at [redacted]s’s replacement cost.Ms. [redacted]’s policy states the following:Conditions[…]2. Loss settlement. Covered property losses are settled as follows:[…]C. Other property - the value of the property insured is not agreed upon but will be ascertained at the time of loss or damage. We will not pay more than the least of the following amounts:(1) the actual cash value of the property at the time of loss or damage;(2) the amount for which we or you could reasonably be expected to have the property repaired to its condition immediately prior to loss;(3) the amount for which we or you could reasonably be expected to replace the article with one substantially identical to the article lost or damaged; or(4) the amount of insurance.Based on the policy language and the estimate provided by [redacted] we believe that the settlement amount that was offered and paid is reasonable and customary for the ring replacement. A copy of the estimates, and settlement letters have been included for your review.I have left a voicemail and a follow up email for Ms. [redacted] to discuss the settlement conditions further. As of the date of this letter I have not been able to reach Ms. [redacted]. However, a follow up letter was mailed to her on 2/9/2017 expelling the policy conditions.Thank you for bringing this matter to our attention. We trust this will resolve all pending concerns. If you require further assistance, please contact our Customer Advocacy Coordinator Joey L[redacted], at ###-###-#### or by email at [email protected],
We are in receipt of your request for information regarding the above referenced file. In her complaintto the Revdex.com Ms. [redacted] states that when she applied for a policy for her dog,Bernie that she selected the Major Medical Plan with the Pet Wellness Rider. However, when...
shesubmitted claims for wellness services her claims were denied because the Pet Wellness Rider wasnot added to her Major Medical Plan. Ms. [redacted] is asking that the wellness rider be added to herpolicy and that her claims be reimbursed.On January 15, 2017 through the Nationwide Pet web site Ms. [redacted] applied for the MajorMedical Plan with a $250.00 annual deductible for her dog, Bernie. The policy was approved with aneffective date of January 29, 2017.The policy information and declarations page were sent to her onJanuary 16, 2017 which outlined the coverage purchased for Bernie. The base premium of $378.69listed on the declarations page was for the Major Medical Plan only.On August 6, 2017 we received five claims for Bernie. Four of the claims submitted included fees thatare only eligible under a Pet Wellness Rider therefore those claims were denied under the MajorMedical Plan. However, claim 2[redacted]72 for the date of April 27, 2017 was temporarily deniedbecause it did not include a diagnosis for Bernie’s exam and antibiotics. This claim can bereprocessed upon receipt of a medical diagnosis.We have retrieved a copy of Ms. [redacted] application however there is no indication that a PetWellness Rider was selected at the time that she applied for the Major Medical Plan. Once the policycame into effect on January 29, 2017 Ms. [redacted] had 30 days to review her policy and add a PetWellness Rider. Unfortunately, we are unable to add the Pet Wellness Rider to her current policyterm. Ms. [redacted]’s policy will renew on January 29, 2018 and a Pet Wellness Rider can be addedto Bernie’s policy during the 60-day renewal period to assist with reimbursement for wellness servicesincurred during the January 29, 2018 to January 29, 2019 policy term.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D[redacted], at###-###-#### or by email at [redacted].Sincerely,Christopher M[redacted]Claims Director[redacted]###-###-####Enclosures
Enclosed please find our response to your inquiry dated August 24, 2016 as it relates to your file #[redacted] - [redacted] Thank oyou.
Dear [redacted],
Nationwide strives to provide great customer service to all of our customers. I have investigated the issues stated by our member and the following response was received from agent, [redacted], in regards to the complaint filed by [redacted].
Our office spoke to this policyholder on December 1, 2014. She informed us she was the owner of the vehicle on policy number [redacted] We wrote a spinoff policy December 2, 2014 with [redacted] as the named insured and the two drivers on the policy were [redacted] and her mother, [redacted] The Application is in DocuVault but it is unsigned. The application was sent to her by email in December of 2014 and again in May of 2015. The policy was written correctly but sometimes when we write a spinoff policy, the named insured while in processing at Nationwide switches back to the named insured on the prior policy. While in Nationwide processing the new policy was placed back in her mother’s name. We are able to correct this but would need the signed application. Ms. [redacted] has still not signed the application to correct the named insured error. Our system reflects that on December 1, 2014 the policy was bound in [redacted]’s name. I have already mentioned this to Nationwide because we have seen this error before. Nationwide is aware that this can happen when a spinoff policy is written (a spinoff policy is when a driver on a current policy is transferred to their own policy). The address on both of these policies is the same. All Declaration Pages have been sent to the [redacted] address. I feel Ms. [redacted] is holding off signing the application because she wants Nationwide to pay the rental reimbursement for a rental car she had after her accident. We only need the signed application returned to us in order to place [redacted] as the named Insured on the policy.
Ms. [redacted] has spoken to Nationwide directly several times, the original vehicle on the prior policy and spinoff was a 2004 Cadillac. She replaced that vehicle with an Audi and spoke to Nationwide directly to make that the replacement vehicle. She never had rental coverage on the prior policy [redacted] and it was not put on the new spinoff policy [redacted]. There were never any notes or questions about rental coverage. Ms. [redacted] has received all Declaration Pages and no rental coverage is listed. No communication was made with our office after the conversation on December 1, 2014, when her spinoff policy was made effective. Ms. [redacted] has no documentation where she requested this coverage that I am aware of.
We find that no error has occurred as there has been no documented request for LOU/Rental coverage either on Ms. [redacted]'s prior policy or on her current policy. When her vehicle was added to the policy, there also was no request for LOU/Rental coverage. Since this coverage was not on her prior policy and we do not have any record of a request being made to add this coverage, Nationwide is not responsible for reimbursing Ms. [redacted] for any rental car cost.
If you have any additional questions, please contact me at ###-###-#### or [redacted].
Best Regards,
[redacted]
Centralized Sales Operation and Support
This letter is in response to the concerns filed by [redacted] regarding the Smart Ride Discount andadditional discount Mr. [redacted] feels is still owed on the policy.In review of the Smart Ride Discount that is being received on policy [redacted], Mr. [redacted] iscorrect that the discount is not...
showing a full 40% decrease on the Chevrolet for Bodily Injury,Property Damage, and Collision coverage or the full 26% discount on these coverages for the GMClisted on the Auto policy.Per the Smart Ride emails that are sent weekly to Mr. [redacted] and the Smart Ride Website, as well asthe Nationwide email confirming the Smart Ride discount completion that was sent:“Your final discount will be applied at your next policy renewal. Discount amount listed is anapproximation and does not apply to all coverage elements. Actual savings will vary based on yourpolicy coverage selections and rating factors.”The discount amount will not translate into a flat percentage off the final premium as it does notapply to all coverages or policy administration fees. The discount is applied to Bodily Injury,Property Damage, Medical Payments, and Collision based on the rating sequence.As an example, if the base premium for a coverage is $1,000.00 and a 9% discount for Multi-Policy,40% discount for SmartRide, and a 15% discount for Accident Free is being applied, the premium iscalculated by applying one discount at each step as shown below.If the discounts were applied as a flat percentage, the discounts added together would be 64%; ifthis was applied to the base premium of $1,000; this would make the final premium $360.00 not$464.10.Regarding the concern of the premium appearing to be $44.00 more that it should be; after theSmartRide Discount is applied in the rating sequence the policy administration fee is applied andthen term adjustment factor is applied.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Jennifer C[redacted]
Your inquiry on behalf of the customer associated with the complaint ID noted above was referred to me for response.My review indicated that our Customer Service Representative did not provide correct information regarding the change in the billing system when speaking to the insured late last year....
In conjunction with this change, the new billing program would not function in the same manner as the previous one had. The insured was making monthly payments on a program that required payment in full only at the beginning of the new policy term. While the prior billing program allowed the monthly payments, the new one would not.I spoke to Ms. [redacted] and explained what had occurred. She indicated they had obtained other insurance but needed correction to their policy cancellation date to avoid forced placed insurance by their lienholder. This change has been made and the collection process halted as there is no longer an outstanding balance owed. We regret the confusion created by the inaccurate information provided by our representative during our transitioning to the new billing program.Thank you for this opportunity to review our handling. I hope the additional information provided serves to further explain our actions. If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted] direct at ###-###-#### or by email at [redacted]Sincerely,Mary K[redacted]
I am writing in response to the complaint referenced above, regarding monthly service fees charged to an echeckingaccount with Nationwide Bank.In reviewing Ms. [redacted]'s stated concerns, and the requirements of the e-checking account, I confirmed that thereare two requirements in place to avoid a...
monthly service fee on this account type. One is that the membermaintains a direct deposit of at least $250.00 to the account. Ms. [redacted]'s direct deposit has consistently satisfiedthis requirement. However, the other requirement to avoid the monthly fee is that the member must complete aminimum of eight point of sale transactions per month, using the debit card tied to the account. For the statementcycle ending on April 13, 2017, that requirement was not satisfied. As a courtesy, we waived the fee andprovided Ms. [redacted] with information to avoid a similar fee going forward. We also provided her with informationabout a new checking product now offered by Nationwide Bank that has no monthly service fee.Ms. [redacted] respovlded asking to have all fees charged to her account since 2014 refunded. I researched thehistory of the account and learned that there has been a total of seven fees charged to the account since itopened. In each case, the fee was assessed for the same reason. We had waived three of those fees, uponindividual request. Prior to the fee on the April 2017 statement, the most recent fee was dated March 13, 2016.At that time, the decision was made to not waive the remainder of the fees retroactively. Ms. [redacted] was advisedof that decision, and was provided with an electronic copy of Nationwide Bank Terms and Conditions, detailingthe requirements to avoid a monthly fee. Ms. [redacted] agreed to those Terms and Conditions upon opening theaccount, via electronic signature.Thank you,Anne C[redacted]
This letter is in response to the complaint filed by Ms. [redacted] regarding the collection balance of herAuto policy.On January 30, 2017, the renewal for February 24, 2017 had calculated at $684.20. At the time ofrenewal, the vehicle on the policy was a 2007 T[redacted] and Ms. [redacted] was the only...
driver ratedon the policy.On January 30, 2017, a statement was issued indicating that $119.03; $114.03 for the Auto plus a$5.00 installment fee was due by February 24, 2017.On February 20, 2017, a payment of $119.03 was received via bankcard.On February 28, 2017, a statement was issued indicating that $119.03; $114.06 for the Auto plus a$5.00 installment fee was due by March 24, 2017.On March 24, 2017, a payment of $119.03 was received via CheckFree banking service.On March 31, 2017, a statement was issued indicating that $119.04; $114.04 for the Auto plus a$5.00 installment fee was due by April 24, 2017.On April 14, 2017, a One Time Electronic Payment was processed for $119.04.On May 1, 2017, a statement was issued indicating that $119.03; $114.03 for the Auto plus a $5.00installment fee was due by May 24, 2017.On May 24, 2017, a One Time Electronic Payment was processed for $119.03.On May 31, 2017, a statement was issued indicating that $119.04; $114.04 plus a $5.00 installmentfee was due by June 24, 2017.On June 19, 2017, Ms. [redacted] signed up for automatic payments via electronic funds transfer and the$5.00 installment fee from the May 31, 2017 statement was waived, leaving $114.04 due by June 24,2017. On June 19, 2017, Ms. [redacted] also replaced her 2007 T[redacted] with a 2012 T[redacted],this caused a premium increase of $82.60.On June 23, 2017, a One Time Electronic Payment was processed for $114.04.Office of Customer Advocacy | One Nationwide [redacted] | [redacted]On June 28, 2017, a paperless statement was e-mailed to Ms. [redacted] indicating that $196.63 wasgoing to be automatically withdrawn from her bank account on July 24, 2017.On June 30, 2017, Processing added two accident surcharges to Ms. [redacted]’s policy. Thesesurcharges caused an increase of $365.20 to Ms. [redacted]’s policy. These surcharge points wereincorrectly charging on the policy mid-term. Surcharge points are only to start charging on the nextapplicable renewal. The next applicable renewal in this case would have been the upcoming August24, 2017 renewal.On July 24, 2017, a payment of $196.63 was received via electronic funds transfer.On July 31, 2017, the renewal for August 24, 2017 calculated at $2,389.20.On August 1, 2017, a paperless statement was e-mailed to Ms. [redacted] indicating that $764.40($365.20 from the prior term surcharge points that were added, plus 1/6th of the current renewal$398.20, plus a $1.00 installment fee) would be automatically withdrawn from her bank account onAugust 24, 2017.On August 21, 2017, effective August 18, 2017 Ms. [redacted] lowered vehicle coverages on the 2012T[redacted] which caused a reduction in premium of $770.20.Ms. [redacted] called in to Servicing on September 1, 2017 to cancel her Auto policy effective August 21,2017 since she had obtained new insurance. The policy was canceled and the unearned premium of$1663.70 was placed back into the billing account leaving a balance of $336.50 as a collection.After reviewing the policy, since the surcharge points were added mid-term, we have made thedecision to remove the surcharge points which will credit the account $365.20. This adjustment willleave a credit on the account of $28.70, which will then be refunded to Ms. [redacted]. We have alsocontacted the CCS Collection Company and closed the collection account. To date, nothing has beenreported to any of the credit bureaus and the Nationwide policy has been cancelled with a $0.00balance. We apologize for the inconvenience this has caused.If you require further assistance, please contact Customer Advocacy Coordinator, Cathy D[redacted]r, at[redacted] or by email at [redacted]Sincerely,Jackie S[redacted]Sr. AnalystNationwideEnclosures
[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: [redacted]
I am rejecting this response because:
Regards,
[redacted]I was in pursuit of suing the dealer I purchased the vehicle from I can obtain police report to back that fact up due to an altercation that took place in which the dealer send treats with a weapon when I approach him and my partner in regards to him upholding his agreement, additional forms indicating the frequent mechanical and work that were perform as well as a similar incident that happen to a person that was driving my vehicle and it malfunction and hit a nursing home rail I can obtain picture and any documents to back that fact up and a notarized letter from the personnel that was driving my vehicle. I had moved from that address that the statement was address to.. To [redacted] i was not aware of this letter if so I would have abruptly took action in this matter. I receive no notification regarding to the person that was suing Nationwide for property damage never a call, email, nor letter to at least to let me the customer be aware of what and why my abstract is saying at fault when prior it was no fault, Nationwide is not on any ones side except their own sadly then once I refuse to pay to the new rates once I called several time and finally got in touch with Erick N[redacted] in 2016 not Judd L[redacted] who dealt with every thing nor Sharon J[redacted] nor Roger whom took an extended time period to come to the facility to view my car after the incident even the owner at the shop was inquiring about the service that I was dealt with in 2015 then Roger look at it like five to ten minutes and that was it I was told by the owner of the shop... I know they did not complete any mechanical check..matter of fact I spoke with Emily R[redacted] whom told me if I want to follow up with any mechanical proceeding with the [redacted] that I have to contact the dealer I was suing to process those services and said there is no additional actions Nation wide will be taking.. obviously the dealer will not discredit himself and dealership any further than it is already called [redacted] NY... So I feel like i'm at a stand still.. I can no longer pursue with the suing of the dealer due to the negligence in Nationwide ability in checking the vehicle properly..
I am responding to the reply from Ms. [redacted] on my initial response questioning why she was unable to retain the salvaged vehicle.As noted prior, the estimate of repair was $3,709.85 and the unrelated damage of repair found on the vehicle was $1,356.67 totaling $5,066.52. The Actual Cash Value of the 2008 Honda Civic was $ 5,336.00 less $995.00 for conditioning with a total of $4,341.00. Therefore, the damage on the 2008 Honda Civic met the guidelines for the State of Ohio declaring the vehicle was impractical to repair and is a total loss, due to the total amount of damage found on the vehicle.As Mr. White explained to Ms. [redacted], on a total loss settlement with a loan involved, the loan must be satisfied for consideration to be given for an owner retain total loss vehicle. In this case, Ms. [redacted] still has an outstanding balance on the loan, once the total loss settlement amount was applied. The settlement was $3,875.57 and the payoff on the loan was $5,668.51. Therefore, Nationwide Retain was the only option available in this case.I am sorry that the outcome was not satisfactory to Ms. [redacted]. We strive to meet our customer’s needs, but understand that sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to call me.If you require further assistance, please contact our Customer Relations Coordinator, Lance R[redacted], at ###-###-#### or by email at [redacted]Sincerely,Nan Q[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for looking into this and replying promptly.