Thank you for your recent inquiry regarding a complaint you received from our insured [redacted]. We strive to provide quality service while conforming to the expectations of our customer and all regulations.
Ms. [redacted] had a water loss on March 22, 2015. ...
The water escaped from a pipe in a chase wall on an exterior bathroom. The water leaked down from the upstairs chase wall down into the living and dining area below requiring repair to the walls, ceiling and floor. A containment area was created to limit dust and disturbance to the other areas of the home during the drying and remediation process. On 4/30/15 Ms. [redacted] called our Customer Advocacy Center and stated she was unhappy that she was not placed in a hotel during her repair process and also that she was unhappy with the restoration company because they had not placed all her belongings back in the proper locations in the home. I notified the restoration company who responded and moved the contents into the areas she requested and we also discussed the considerations for additional living accommodations. I explained that while she does have coverage for ALE it was not initiated because the damages were limited to areas of the home that could be contained to prevent as much disturbance as possible. I spoke with her and explained that ALE (Additional Living Expenses) is cost incurred. In her situation as explained, she did not need nor was required to stay in a hotel and the cost was not incurred. No payment can be made since no cost was incurred.
I also apologized for any inconvenience that the loss and repairs caused her and for the issues with the general contractor who needed to return to properly move articles to her desired areas of the home.
Ms. [redacted] commented of a fall that was documented in her complaint to have occurred on May 5th. The fall was never reported to Nationwide but rather to the contractor, [redacted], following the completion of the restoration. The work was completed and a final walkthrough was held on 4/21/15. After the completion of the work Ms. [redacted] contacted the contractor and said she had tripped on the new carpet. It was determined that there was no installation issues with the new carpet but possibly tripped because the carpet was new.
I will include a copy of the estimate and photos in this response. If there are any additional questions or concerns please feel free to call my office at ###-###-####.
Mr. [redacted] applied for a Home Equity Line of Credit (HELOC) with Nationwide Bank. The information he cites from www.bankrate.com is correct. The 4.4% rate shown, however, is dependent upon a maximum Loan to Value (LTV) ratio of 80%. When Mr. [redacted] applied for the Line of Credit, he agreed to...
Terms and Conditions, including, but not limited to, “All loans are subject to approval and rates vary based on your credit history and loan to value ratio.” Nationwide requested a drive-by appraisal of the home, which was completed on April 13, 2016. That appraisal provided a property value of $309,000.00. With that, the amount of the first mortgage, combined with the requested HELOC loan, determined a LTV in excess of the minimum of 80%. The appraisal was provided to Nationwide Bank and to Mr. [redacted]. Mr. [redacted] disputed the validity of appraisal. Upon receipt of the dispute, the appraisal was reviewed, considering the information included in the dispute. A new appraisal was completed on April 19, 2016. The appraised amount remained the same, and included an addendum responding to the concerns Mr. [redacted] raised in his dispute. The new appraisal was provided to Nationwide Bank and to Mr. [redacted] again. The HELOC application has not been closed. Mr. [redacted] is welcome to continue with his existing request, but at a higher interest rate and a lower maximum loan amount, determined by the LTV. Sincerely, Ann C[redacted] Sr. Analyst, Customer Advocacy Nationwide Bank
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]
Our records indicate a billing notice was sent for $137.29, which indicated a payment would be deducted from
the insured’s bank account on or after February 2, 2013.
On February 1, 2013, [redacted] contacted our Service Center and requested the draft for
February 2, 2013 be stopped...
so she could make a payment manually. The February draft was stopped,
however, a payment was not received.
A Notice of Cancellation was sent for $137.29 due February 24, 2013 or the policy would cancel effective
February 25, 2013. There was no payment received and the policy cancelled for non payment of premium.
The policy renewal date was September 2, 2012 and the policy cancelled February 25, 2013. During this time
period a total of $884.70 was charged. A total of $770.11 was received during the above time frame. The
$884.70 total charged minus the $770.11 total received in payments equals $114.59 balance due bill.
On March 8, 2013 the balance due bill for $114.59 was sent to the insured stating that this amount was due by
March 27, 2013. It was explained on this bill that the balance was for coverage provided from September 2, 2012
to the cancellation date of February 25, 2013.
The following documents have been attached for your review:
Policy Declarations
Bill
Notice of Cancellation
Proof of Mailing
Balance Due Bill
If you require further assistance, please contact Customer Relations Coordinator, Jane G[redacted] at ###-###-####,
or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
Sincerely,
Erica D[redacted]
Thank you for the opportunity to provide an additional response to the Revdex.com regarding policy number [redacted] for Mr. [redacted]n.
Mr. [redacted] requested to have his spouse, [redacted] excluded from the policy because she was not going to be driving the listed vehicle. Ms. [redacted] was not required to be added to the policy but an exclusion form is required to be submitted when a household member of driving age is not going to be rated on the policy. Notice was mailed to Mr. [redacted] requesting this information on 9/15/2015. This was also verbally explained to Mr. [redacted] on 10/29/2015 and 11/09/2015.
The policy cancelled on 11/27/2015 because the exclusion form requested was not received.
If I can be of further assistance, please contact me at ###-###-####.
Sincerely,
Alexandria C[redacted]
We are in receipt of your correspondence dated April 25, 2017 addressed to [redacted] regarding[redacted]’s concern regarding the SmartRide program. I will be happy to respond to the concernsof Ms. [redacted] on her behalf.Policy [redacted] is a semi-annual personal automobile policy...
which incepted on October 1,2015 and most recently renewed on April 1, 2017. When Mrs. [redacted]’s 2016 Toyota Avalon wasadded to the policy on December 3, 2016 it was enrolled into the SmartRide program. The SmartRidedevice was installed in the vehicle on December 15, 2016.The normal period of time the device has to be installed is four months prior to renewal date. InMrs.[redacted]’s situation the device was installed 22 days prior to the Janurary 6th scoring date. TheSmartRide device would have needed to be installed by October 13,2016, in order to receive discounteffective at renewal date Apil 1st,2017. Since the device didn’t meet the time requirements,any eligiblediscount will apply to premium that renews on October 1st 2017.The SmartRide program provides personalized feedback to policyholders to help them make even saferdriver decisions. The SmartRide device doesn’t create dangerous driving situations. Mrs.[redacted]stated that she, will speed through yellow lights to prevent from getting a “hard brake penalty”. Thedevice is intended to document your driving habits and positively effect the way you drive.If you require further assistance please contact, Brandon C[redacted], at ###-###-#### or by email at[redacted].Sincerely,Jason M[redacted]
We are in receipt of your communicated dated April 13, 2016 submitted on behalf of Ms. [redacted] regarding communication concerns during her claim, as well as frustration with the payment process.I spoke with Ms. [redacted] on April 13, and we addressed her concerns. We apologize for any communication...
issues during the claims process, as we strive to maintain consistent contact throughout the claim to keep the member informed.While the insured should have been advised of her mortgage company’s inclusion on the check, her mortgage information was not updated on her policy. Therefore, when the claims team issued the payment, we were unaware of the outdated information. When this was brought to our attention, we re-issued the payment immediately and sent the check directly to the mortgage company per Ms. [redacted]’s request. The adjuster spoke with the mortgage company on April 18th to offer to send the estimate for repairs in order to expedite the process for our member.We regret that the complainant is unhappy with the handling of her claim, but we will continue to work with Ms. [redacted] to bring this claim to resolution.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Averill Y[redacted]
I am writing in response to the above referenced file number. The member’s premiums are deducted from his paycheck and remitted by his employer. The member was also sending in checks for partial payments. Our records indicate that we spoke with this member on May 2, 2016 and advised him...
that we would work with his employer and conduct a complete review of his premium payments. An initial overpayment was identified and a refund in the amount of $29.36 was issued on April 21, 2016. A subsequent refund was issued in the amount of $92.52 on May 20, 2016. The member has been refunded the full amount identified in his correspondence. Our records show that both refund checks have been cashed by the member. If I can be of any further assistance in resolving this matter you may contact me directly at ###-###-####. Sincerely, Tom L[redacted]
Good Morning,Thank you for the quick reply and for contacting the business on my behalf. While I understand what was stated in the response, I believe it was generic. All that was mentioned was a change in 2016. However, I have been a customer since 2004. I expect more thorough research as to why a policy from 2004 to 2016 is still about $221 a month for a driver that does not have anything on her driving record. I would like a detailed response related directly to my account, not this basic one that I'm sure is used on a regular. In addition, I will attempt to go through the "solution" provided, but my inquiry was not directly answered. I do not need any procedural or policy information; I want direct responses. One 2016 move did not cause this expensive premium.
This inquiry has the incorrect insuring company name and NAIC#. Please update your files with the correct information.CORRECT INSURING COMPANY NAME: National Casualty CompanyCORRECT NAIC #: [redacted]We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] is...
requesting reimbursement for claim 2[redacted]59 for her pet.Ms. [redacted] applied for the Medical Plan with a $100.00 annual deductible for her dog [redacted] on November 29, 2010. The policy was approved with an effective date of December 13, 2010. A medical records request was made on January 6, 2011 based on a claim submitted in close proximity to the policy effective date. No medical records were received for the request until February of 2018.Upon receipt of this complaint, we have reviewed the medical records provided and reprocessed claim [redacted] as eligible. Reimbursement was issued in the amount of $1645.00. Claim [redacted] was also reprocessed as eligible post review and reimbursement was issued in the amount of $120.00.We appreciate Ms. [redacted]’s patience with the review process and are happy to be able to resolve this matter in her favor.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, Kaitlin G[redacted], at ###-###-#### or via email at [redacted]@nationwide.com.Sincerely,Cindy CarterUnderwriting Director
This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, 2016 per Ms. [redacted]’s request. Abalance of $103.50 remained for coverage provided up to the cancellation date. Upon receiving theattached...
documentation, the Auto policy cancellation date was adjusted to June 14, 2016. Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Erica C[redacted]
I was made aware of this claim file yesterday. I have communicated with both Mr. and Mrs. [redacted] regarding the settlement amount. They understand the total loss process and the settlement amount presented. They are not in agreement with the amount at this time and we are working towards...
resolution. We hope to have this verbally settled today.
In addition, we have sent the required documentation to them for signatures. They understand it will need to be mailed back to Nationwide Insurance with the title.
We hope we can release settlement monies today, on good faith that the owners will mail the required paperwork to our office today.
Typically we must wait until the paperwork is received and is correct prior to 100% release of settlement money. However, given some time delay issues we have made an exception.
Sincerely, Sean C[redacted]
[redacted]
We are in receipt of the complaint on the above mentioned matter. Claims Associate, Eric V[redacted], hasbeen working with Mr. and Mrs. [redacted] regarding this claim. Mr. V[redacted] has made several revisionsto the estimate for repairs to address some of the concerns mentioned in the complaint as outlinedbelow:? After discussion with the [redacted]’s contractor and the cabinet installer, we agreed to thereplacement of the kitchen cabinets? The master bedroom carpet was to be resolved directly by [redacted] and their subcontractor. As thishas not been resolved at this time, we agreed to the replacement of this carpet.A copy of the revised estimate has been provided to the [redacted]. Mr. V[redacted] has reviewed therevisions named above with Mrs. [redacted] and she agreed and advised there is nothing additionalneeded at this time. A copy of the revised estimate is attached to this response.If you have any additional questions, please contact Customer Advocacy Coordinator AngelaS[redacted] at [redacted] or [redacted]Sincerely,Stacey H[redacted]
you can clearly see the wire marks in the rims from rubbing against the metal wire guard rail. If you compare the driver's side tires to the passenger side's tire you will see a remarkable difference. The passenger side tire does have normal wear and tear, however the driver's side tire has damages done to it due the accident. We have already come to an understanding that Nationwide is NOT responsible for the rear differential. I was using the payment for the diagnostic as an example to Nationwide to let you know that YOU made the request and I completed the task and paid for the diagnostic which found Nationwide not at fault for the rear end / differential.For the 3rd time my request is for there to be an independent evaluation of the GMC Sierra from an "outside" source to evaluate the accident value that Nationwide has said they will pay to me the customer. I disagree with the payment amount offered as I continue to disagree about the tires being due to wear and tear when you can clearly see wire marks through the rim.So in conclusion my request is for an outside estimate evaluation of the GMC Sierra in order to resolve the issue the I have with Nationwide.Thank you,
Regards, [redacted]
This letter is in response to your August 26, 2015 inquiry regarding the above-referenced claim. This claim resulted from an auto accident that occurred on July 31, 2015 in [redacted]The claim was reported to us on August 4, 2015. We promptly initiated our investigation into this accident on the...
same day and were able to speak to both our insured and the complainant. The loss involves a 2011 International Pro Star tractor, VIN [redacted], owned by our insured which was being operated by [redacted] Mr. [redacted] changed lanes and collided with the complainant’s vehicle. Liability for the accident is not contested; however, coverage for the accident was pending as the 2011 International Pro Star tractor was not listed on the policy at the time of the accident.Scottsdale Insurance Company provides [redacted]. with coverage under Policy No. [redacted], effective August 7, 2014 through August 7, 2015. Among other coverages, the policy provides liability coverage for specifically described autos as well as newly-acquired and temporary substitute vehicles.Complainant: [redacted]Both our insured and the complainant were advised that coverage was pending for this loss. We have also been in contact with, and provided the status of our coverage investigation to, the complainant’s insurance agent, [redacted] with Tompkins Insurance Agencies, Inc., on August 13th and August 27th as well as the complainant’s son, [redacted], on August 25th. It is our objective to return all calls within one business day.Today, August 31st, we have been able to confirm the 2011 International Pro Star tractor involved in this accident will be added to the policy as a scheduled auto prior to this accident. As coverage has now been confirmed, we have issued payment to the complainant for their estimated damages and also advised them today that payment is forthcoming.Should you require any further assistance in this matter, please contact our [redacted], Patty G[redacted], at ###-###-#### or via email at [redacted]Sincerely,Norm S[redacted]###-###-#### ###-###-####
We are in receipt of your request for information dated December 30, 2015 regarding the above referenced file.Mr. [redacted] is disputing the denial of claim [redacted]. He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of...
the day.Our records indicate Mr. [redacted] contacted our office twice on November 7, 2015. During the first call he inquired as to what wellness benefits he had used for the current term. The representative confirmed he had used the benefits for flea and heartworm prevention medication. Mr. [redacted] had indicated he wanted to take his pet in for an annual checkup. The representative confirmed he still had benefits available for the term and recommended Mr. [redacted] take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr. [redacted] inquired as to the expiration and renewal of the policy. He advised the representative that he decided not to renew and wanted to make sure the cancellation was in process. The representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr. [redacted] was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr. [redacted] then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr. [redacted] if he was logged into his account. (Our policyholders have the option to create an account known as the policyholder portal). The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (60 days prior to renewal.)Again, from the recorded call, it appears Mr. [redacted] was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr. [redacted] explained that he had been with us for a long time but due to the rate and other concerns it was not cost effective. Mr. [redacted] did mention he had just put in a claim for wellness for the current policy. There was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation email. The first screen asks the user to confirm the contact information and reason for cancellation. The screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation date. This is the date the policy will no longer be effective and coverage will no longer be extended for the insured pet. Remember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective date. Additionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr. [redacted] would have seen when he processed his cancellation. We have included screen shots with this response.Claim [redacted] was submitted on November 7, 2015 and does show a treatment date of November 7, 2015. The claim was denied appropriately in accordance with the terms of the policy contract. Mr. [redacted] chose to cancel the policy via the policyholder portal on November 7, 2015. As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.Should you require any further assistance in this matter, please contact our [redacted] Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Vincent G[redacted]
December 3,
[redacted]
[redacted]
Dear [redacted],
Thank you for the opportunity to respond to the RevDex.com regarding policy number [redacted] for [redacted] and to
address the concerns about the policy
On 9/26/[redacted] contacted our service center
to add her son [redacted] to her policy effective that date. She was provided a quoted premium increase
of $total, with each of her final installments increasing
$104.50. She was advised that her next
installments would draft for $on 10/12/and 11/10/2015. She accepted this quote and added [redacted] to the
policy.
An issue arose when the Motor Vehicle Report was ordered for
[redacted] as it was returned invalid, delaying the process of the driver addition
effective 9/26/until 10/22/2015. As
the 10/12/bill had been issued for $and that amount was paid on
10/12/2015, the final installment on 11/10/was increased the full $
and showed due for $
On 10/28/[redacted] contacted our service center and
was advised of the delay in processing and premium increase reflecting on the
one installment instead of two. On
10/31/[redacted] contacted our service center and requested the
removal of [redacted] from the policy. Our
underwriting guidelines advise that all house hold members of legal driving age
are required to be rated on or excluded from the policy[redacted] was
advised that we would not be able to remove [redacted] from the policy without
proof he resided elsewhere.
[redacted] requested his policy to be canceled effective
11/3/2015, which was processed on 11/9/2015.
An outstanding balance of $remains due
I trust that I have addressed the issues within the
complaint. If you require further assistance in this matter, please contact
our Customer Relations Coordinator, Charity W[redacted] or by email
at [redacted]
Sincerely,
Evan H[redacted]
SrAnalyst Customer
Resolution and Response
###-###-####
At this time, we are in discussion with Mr. [redacted] concerning the next steps in his claim. We made him 2 different offers to settle prior to being notified that he was continuing to seek additional treatment. Since Mr. [redacted] is still seeking treatment for injuries he is relating to the accident, we have advised him that at this point we do not have an option that we can use to settle his claim today while leaving it open for him to seek additional treatment in the future. We have advised Mr. [redacted] that we will continue to follow-up with him and once he has finished treatment we will be able to complete a full evaluation and make him an offer to settle his claim. We want to be sure we are able to consider all treatment he would like to present as a part of his claim. We have offered to request all bills and records for medical treatment incurred as a result of the accident and to inform Mr. [redacted] of the need to secure past medical records should the need arise. Adam T[redacted], AIC.Casualty Claims Manager
A review of our records show that the Member started the quoting process and bound this policy via Nationwide’s website, Nationwide.com, on December 14, 2013. The policy remained in force until cancelling effective November 1, 2015 for non-payment. The last payment received was on September 3,...
2015 in the amount of $117.91. A billing statement was sent to the member on September 21, 2015 by email at [redacted]@mchsi.com and by way of the United States Postal Service indicating that a payment in the amount of $117.92 was due on October 14, 2015. On October 20, 2015, a Notice of Cancellation was mailed via the United States Postal Service as required by the Georgia Department of Insurance. This Notice indicated that the policy would cancel effective November 1, 2015 if payment was not received by October 31, 2015. Payment was not received by the due date, so the policy did cancel. On November 6, 2015, a Payment Notice was mailed to the member via the United States Postal Service indicating that the bill for $65.93 represented the unpaid balance due for coverage provided from the June 14, 2015 renewal to the November 1, 2015 cancellation date. The Notice also advised the member that if payment was not made, that it was possible a collection agency might contact her and that it could have a negative effect on her credit. A copy of each document is enclosed. The member called Nationwide on February 16, 2016, indicating that her vehicle was inoperable and that she had cancelled her tags and had called Nationwide requesting that her policy be cancelled. Our associate inquired as to when the member contacted Nationwide and on what date she cancelled her tags, but she was unable to remember. In the State of Georgia, Nationwide requires a signed, written request from the member in order to cancel an insurance policy; whether it be through DocuSign or a Policy Cancellation Request form that we can mail or fax to the member for their signature. The member indicated she had not signed a cancellation form. Also, a search of our Call Copy recording system shows that since September 3, 2015, Nationwide has received two calls from the member’s phone number ###-###-####. The first call was on February 14, 2016, and lasted only thirty-five seconds before our associate advised the caller that she could not hear them and for them to call back. The second call was received on February 16, 2016 at which time the member explained her concern regarding the collection letter she had received. After our associate was unable to find a signed cancellation form in our document repository and no documentation of a previous in-coming call, she advised the member that we could adjust the cancellation date if she could obtain documentation from the Department of Motor Vehicles as to when she turned in/cancelled her tags. The member indicating that she was not willing to obtain the documentation needed and that she would contact the Revdex.com instead. As was indicated to the member, the November 1, 2015 cancellation date of the policy can be adjusted with proof that the tags were cancelled prior to that date. Once the member obtains proof, the documentation can be faxed to ###-###-####. A cover sheet should be included with the Automobile policy number clearly stated on both it and the Department of Motor Vehicles document. The cover sheet should also indicate that she would like the cancellation date of the policy adjusted to match the date the tags were cancelled. Once the cancellation date is adjusted, Credit Collection Services will be automatically notified of any adjustment to the owed premium. If the date adjustment fully clears the balance owed, any additional credit will be refunded to the member. If you have any further questions or concerns please feel free to contact me. Sincerely,
[redacted]Dear [redacted]:This letter is sent in response to the inquiry received on October 1, 2015, from [redacted]. Ihave spoken with both [redacted] and our claims representative, Rob C[redacted]. In myconversation with CA C[redacted], he indicated he had several conversations with [redacted]and in those discussions did agree that the damages were not [redacted]’s fault, but advised thatwe would have to wait until the cause and origin investigation was completed prior to reaching acoverage decision.Once we received our Cause and Origin report, which listed the cause of the fire as undetermined,[redacted] was informed his damages would not be covered. Following this decision and the denialletter which was sent, we have reviewed the facts of loss once again. Based on that review, we haveagreed to pay [redacted]’s damages to his home. [redacted] has been contacted and a check hasbeen issued to him for $4,240.91 on 10/01/15 to cover the damages to his dwelling from the fire.Sincerely,Ron V[redacted]Claims ManagerAllied Property & Casualty I[redacted]Phone: ###-###-####Fax: ###-###-####Email Address: [redacted]Office of Customer Advocacy | [redacted]
Thank you for your recent inquiry regarding a complaint you received from our insured [redacted]. We strive to provide quality service while conforming to the expectations of our customer and all regulations.
Ms. [redacted] had a water loss on March 22, 2015. ...
The water escaped from a pipe in a chase wall on an exterior bathroom. The water leaked down from the upstairs chase wall down into the living and dining area below requiring repair to the walls, ceiling and floor. A containment area was created to limit dust and disturbance to the other areas of the home during the drying and remediation process. On 4/30/15 Ms. [redacted] called our Customer Advocacy Center and stated she was unhappy that she was not placed in a hotel during her repair process and also that she was unhappy with the restoration company because they had not placed all her belongings back in the proper locations in the home. I notified the restoration company who responded and moved the contents into the areas she requested and we also discussed the considerations for additional living accommodations. I explained that while she does have coverage for ALE it was not initiated because the damages were limited to areas of the home that could be contained to prevent as much disturbance as possible. I spoke with her and explained that ALE (Additional Living Expenses) is cost incurred. In her situation as explained, she did not need nor was required to stay in a hotel and the cost was not incurred. No payment can be made since no cost was incurred.
I also apologized for any inconvenience that the loss and repairs caused her and for the issues with the general contractor who needed to return to properly move articles to her desired areas of the home.
Ms. [redacted] commented of a fall that was documented in her complaint to have occurred on May 5th. The fall was never reported to Nationwide but rather to the contractor, [redacted], following the completion of the restoration. The work was completed and a final walkthrough was held on 4/21/15. After the completion of the work Ms. [redacted] contacted the contractor and said she had tripped on the new carpet. It was determined that there was no installation issues with the new carpet but possibly tripped because the carpet was new.
I will include a copy of the estimate and photos in this response. If there are any additional questions or concerns please feel free to call my office at ###-###-####.
Sincerely,
Warren Y[redacted]
[redacted]
Mr. [redacted] applied for a Home Equity Line of Credit (HELOC) with Nationwide Bank. The information he cites from www.bankrate.com is correct. The 4.4% rate shown, however, is dependent upon a maximum Loan to Value (LTV) ratio of 80%. When Mr. [redacted] applied for the Line of Credit, he agreed to...
Terms and Conditions, including, but not limited to, “All loans are subject to approval and rates vary based on your credit history and loan to value ratio.” Nationwide requested a drive-by appraisal of the home, which was completed on April 13, 2016. That appraisal provided a property value of $309,000.00. With that, the amount of the first mortgage, combined with the requested HELOC loan, determined a LTV in excess of the minimum of 80%. The appraisal was provided to Nationwide Bank and to Mr. [redacted]. Mr. [redacted] disputed the validity of appraisal. Upon receipt of the dispute, the appraisal was reviewed, considering the information included in the dispute. A new appraisal was completed on April 19, 2016. The appraised amount remained the same, and included an addendum responding to the concerns Mr. [redacted] raised in his dispute. The new appraisal was provided to Nationwide Bank and to Mr. [redacted] again. The HELOC application has not been closed. Mr. [redacted] is welcome to continue with his existing request, but at a higher interest rate and a lower maximum loan amount, determined by the LTV. Sincerely, Ann C[redacted] Sr. Analyst, Customer Advocacy Nationwide Bank
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]
Our records indicate a billing notice was sent for $137.29, which indicated a payment would be deducted from
the insured’s bank account on or after February 2, 2013.
On February 1, 2013, [redacted] contacted our Service Center and requested the draft for
February 2, 2013 be stopped...
so she could make a payment manually. The February draft was stopped,
however, a payment was not received.
A Notice of Cancellation was sent for $137.29 due February 24, 2013 or the policy would cancel effective
February 25, 2013. There was no payment received and the policy cancelled for non payment of premium.
The policy renewal date was September 2, 2012 and the policy cancelled February 25, 2013. During this time
period a total of $884.70 was charged. A total of $770.11 was received during the above time frame. The
$884.70 total charged minus the $770.11 total received in payments equals $114.59 balance due bill.
On March 8, 2013 the balance due bill for $114.59 was sent to the insured stating that this amount was due by
March 27, 2013. It was explained on this bill that the balance was for coverage provided from September 2, 2012
to the cancellation date of February 25, 2013.
The following documents have been attached for your review:
Policy Declarations
Bill
Notice of Cancellation
Proof of Mailing
Balance Due Bill
If you require further assistance, please contact Customer Relations Coordinator, Jane G[redacted] at ###-###-####,
or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
Sincerely,
Erica D[redacted]
Thank you for the opportunity to provide an additional response to the Revdex.com regarding policy number [redacted] for Mr. [redacted]n.
Mr. [redacted] requested to have his spouse, [redacted] excluded from the policy because she was not going to be driving the listed vehicle. Ms. [redacted] was not required to be added to the policy but an exclusion form is required to be submitted when a household member of driving age is not going to be rated on the policy. Notice was mailed to Mr. [redacted] requesting this information on 9/15/2015. This was also verbally explained to Mr. [redacted] on 10/29/2015 and 11/09/2015.
The policy cancelled on 11/27/2015 because the exclusion form requested was not received.
If I can be of further assistance, please contact me at ###-###-####.
Sincerely,
Alexandria C[redacted]
We are in receipt of your correspondence dated April 25, 2017 addressed to [redacted] regarding[redacted]’s concern regarding the SmartRide program. I will be happy to respond to the concernsof Ms. [redacted] on her behalf.Policy [redacted] is a semi-annual personal automobile policy...
which incepted on October 1,2015 and most recently renewed on April 1, 2017. When Mrs. [redacted]’s 2016 Toyota Avalon wasadded to the policy on December 3, 2016 it was enrolled into the SmartRide program. The SmartRidedevice was installed in the vehicle on December 15, 2016.The normal period of time the device has to be installed is four months prior to renewal date. InMrs.[redacted]’s situation the device was installed 22 days prior to the Janurary 6th scoring date. TheSmartRide device would have needed to be installed by October 13,2016, in order to receive discounteffective at renewal date Apil 1st,2017. Since the device didn’t meet the time requirements,any eligiblediscount will apply to premium that renews on October 1st 2017.The SmartRide program provides personalized feedback to policyholders to help them make even saferdriver decisions. The SmartRide device doesn’t create dangerous driving situations. Mrs.[redacted]stated that she, will speed through yellow lights to prevent from getting a “hard brake penalty”. Thedevice is intended to document your driving habits and positively effect the way you drive.If you require further assistance please contact, Brandon C[redacted], at ###-###-#### or by email at[redacted].Sincerely,Jason M[redacted]
We are in receipt of your communicated dated April 13, 2016 submitted on behalf of Ms. [redacted] regarding communication concerns during her claim, as well as frustration with the payment process.I spoke with Ms. [redacted] on April 13, and we addressed her concerns. We apologize for any communication...
issues during the claims process, as we strive to maintain consistent contact throughout the claim to keep the member informed.While the insured should have been advised of her mortgage company’s inclusion on the check, her mortgage information was not updated on her policy. Therefore, when the claims team issued the payment, we were unaware of the outdated information. When this was brought to our attention, we re-issued the payment immediately and sent the check directly to the mortgage company per Ms. [redacted]’s request. The adjuster spoke with the mortgage company on April 18th to offer to send the estimate for repairs in order to expedite the process for our member.We regret that the complainant is unhappy with the handling of her claim, but we will continue to work with Ms. [redacted] to bring this claim to resolution.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Averill Y[redacted]
I am writing in response to the above referenced file number. The member’s premiums are deducted from his paycheck and remitted by his employer. The member was also sending in checks for partial payments. Our records indicate that we spoke with this member on May 2, 2016 and advised him...
that we would work with his employer and conduct a complete review of his premium payments. An initial overpayment was identified and a refund in the amount of $29.36 was issued on April 21, 2016. A subsequent refund was issued in the amount of $92.52 on May 20, 2016. The member has been refunded the full amount identified in his correspondence. Our records show that both refund checks have been cashed by the member. If I can be of any further assistance in resolving this matter you may contact me directly at ###-###-####. Sincerely, Tom L[redacted]
Good Morning,Thank you for the quick reply and for contacting the business on my behalf. While I understand what was stated in the response, I believe it was generic. All that was mentioned was a change in 2016. However, I have been a customer since 2004. I expect more thorough research as to why a policy from 2004 to 2016 is still about $221 a month for a driver that does not have anything on her driving record. I would like a detailed response related directly to my account, not this basic one that I'm sure is used on a regular. In addition, I will attempt to go through the "solution" provided, but my inquiry was not directly answered. I do not need any procedural or policy information; I want direct responses. One 2016 move did not cause this expensive premium.
This inquiry has the incorrect insuring company name and NAIC#. Please update your files with the correct information.CORRECT INSURING COMPANY NAME: National Casualty CompanyCORRECT NAIC #: [redacted]We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] is...
requesting reimbursement for claim 2[redacted]59 for her pet.Ms. [redacted] applied for the Medical Plan with a $100.00 annual deductible for her dog [redacted] on November 29, 2010. The policy was approved with an effective date of December 13, 2010. A medical records request was made on January 6, 2011 based on a claim submitted in close proximity to the policy effective date. No medical records were received for the request until February of 2018.Upon receipt of this complaint, we have reviewed the medical records provided and reprocessed claim [redacted] as eligible. Reimbursement was issued in the amount of $1645.00. Claim [redacted] was also reprocessed as eligible post review and reimbursement was issued in the amount of $120.00.We appreciate Ms. [redacted]’s patience with the review process and are happy to be able to resolve this matter in her favor.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, Kaitlin G[redacted], at ###-###-#### or via email at [redacted]@nationwide.com.Sincerely,Cindy CarterUnderwriting Director
This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, 2016 per Ms. [redacted]’s request. Abalance of $103.50 remained for coverage provided up to the cancellation date. Upon receiving theattached...
documentation, the Auto policy cancellation date was adjusted to June 14, 2016. Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Erica C[redacted]
I was made aware of this claim file yesterday. I have communicated with both Mr. and Mrs. [redacted] regarding the settlement amount. They understand the total loss process and the settlement amount presented. They are not in agreement with the amount at this time and we are working towards...
resolution. We hope to have this verbally settled today.
In addition, we have sent the required documentation to them for signatures. They understand it will need to be mailed back to Nationwide Insurance with the title.
We hope we can release settlement monies today, on good faith that the owners will mail the required paperwork to our office today.
Typically we must wait until the paperwork is received and is correct prior to 100% release of settlement money. However, given some time delay issues we have made an exception.
Sincerely, Sean C[redacted]
[redacted]
We are in receipt of the complaint on the above mentioned matter. Claims Associate, Eric V[redacted], hasbeen working with Mr. and Mrs. [redacted] regarding this claim. Mr. V[redacted] has made several revisionsto the estimate for repairs to address some of the concerns mentioned in the complaint as outlinedbelow:? After discussion with the [redacted]’s contractor and the cabinet installer, we agreed to thereplacement of the kitchen cabinets? The master bedroom carpet was to be resolved directly by [redacted] and their subcontractor. As thishas not been resolved at this time, we agreed to the replacement of this carpet.A copy of the revised estimate has been provided to the [redacted]. Mr. V[redacted] has reviewed therevisions named above with Mrs. [redacted] and she agreed and advised there is nothing additionalneeded at this time. A copy of the revised estimate is attached to this response.If you have any additional questions, please contact Customer Advocacy Coordinator AngelaS[redacted] at [redacted] or [redacted]Sincerely,Stacey H[redacted]
you can clearly see the wire marks in the rims from rubbing against the metal wire guard rail. If you compare the driver's side tires to the passenger side's tire you will see a remarkable difference. The passenger side tire does have normal wear and tear, however the driver's side tire has damages done to it due the accident. We have already come to an understanding that Nationwide is NOT responsible for the rear differential. I was using the payment for the diagnostic as an example to Nationwide to let you know that YOU made the request and I completed the task and paid for the diagnostic which found Nationwide not at fault for the rear end / differential.For the 3rd time my request is for there to be an independent evaluation of the GMC Sierra from an "outside" source to evaluate the accident value that Nationwide has said they will pay to me the customer. I disagree with the payment amount offered as I continue to disagree about the tires being due to wear and tear when you can clearly see wire marks through the rim.So in conclusion my request is for an outside estimate evaluation of the GMC Sierra in order to resolve the issue the I have with Nationwide.Thank you,
Regards, [redacted]
This letter is in response to your August 26, 2015 inquiry regarding the above-referenced claim. This claim resulted from an auto accident that occurred on July 31, 2015 in [redacted]The claim was reported to us on August 4, 2015. We promptly initiated our investigation into this accident on the...
same day and were able to speak to both our insured and the complainant. The loss involves a 2011 International Pro Star tractor, VIN [redacted], owned by our insured which was being operated by [redacted] Mr. [redacted] changed lanes and collided with the complainant’s vehicle. Liability for the accident is not contested; however, coverage for the accident was pending as the 2011 International Pro Star tractor was not listed on the policy at the time of the accident.Scottsdale Insurance Company provides [redacted]. with coverage under Policy No. [redacted], effective August 7, 2014 through August 7, 2015. Among other coverages, the policy provides liability coverage for specifically described autos as well as newly-acquired and temporary substitute vehicles.Complainant: [redacted]Both our insured and the complainant were advised that coverage was pending for this loss. We have also been in contact with, and provided the status of our coverage investigation to, the complainant’s insurance agent, [redacted] with Tompkins Insurance Agencies, Inc., on August 13th and August 27th as well as the complainant’s son, [redacted], on August 25th. It is our objective to return all calls within one business day.Today, August 31st, we have been able to confirm the 2011 International Pro Star tractor involved in this accident will be added to the policy as a scheduled auto prior to this accident. As coverage has now been confirmed, we have issued payment to the complainant for their estimated damages and also advised them today that payment is forthcoming.Should you require any further assistance in this matter, please contact our [redacted], Patty G[redacted], at ###-###-#### or via email at [redacted]Sincerely,Norm S[redacted]###-###-#### ###-###-####
We are in receipt of your request for information dated December 30, 2015 regarding the above referenced file.Mr. [redacted] is disputing the denial of claim [redacted]. He states he had a covered service done the same day of cancellation and thought that the policy would terminate at the end of...
the day.Our records indicate Mr. [redacted] contacted our office twice on November 7, 2015. During the first call he inquired as to what wellness benefits he had used for the current term. The representative confirmed he had used the benefits for flea and heartworm prevention medication. Mr. [redacted] had indicated he wanted to take his pet in for an annual checkup. The representative confirmed he still had benefits available for the term and recommended Mr. [redacted] take the pet in before November 23rd (the date of policy renewal).During the second call on November 7, 2015, Mr. [redacted] inquired as to the expiration and renewal of the policy. He advised the representative that he decided not to renew and wanted to make sure the cancellation was in process. The representative explained cancellation requests must be in writing and submitted via email, fax, or mail.Based on the recorded call, it appears Mr. [redacted] was reading from the screen because he said, “…before submitting a cancellation…I was just seeing you had something online.” The representative explained that he could go to the website, www.petinsurance.com, and click on the “contact us” link located at the top of the page.Mr. [redacted] then explained where he was online, it [the online screen] said cancel policy and took him to the policy cancellation page and it was beginning to tell him what to do.The representative asked Mr. [redacted] if he was logged into his account. (Our policyholders have the option to create an account known as the policyholder portal). The representative explained she wasn’t sure the cancellation tool (on the policyholder portal) would be available since the policy was in its renewal time period (60 days prior to renewal.)Again, from the recorded call, it appears Mr. [redacted] was reading from the screen as he said “you’ll get an email from VPI.” He said it did allow him to cancel and the representative confirmed that the policy now showed cancelled in our policy administration system.At that point Mr. [redacted] explained that he had been with us for a long time but due to the rate and other concerns it was not cost effective. Mr. [redacted] did mention he had just put in a claim for wellness for the current policy. There was no elaboration on the treatment date.Please note, when a policy is cancelled utilizing the policyholder portal, the policyholder sees several screens prior to receiving a cancellation confirmation email. The first screen asks the user to confirm the contact information and reason for cancellation. The screen shows a cancellation effective date and the following statement:“Once you have selected a reason for your cancellation request, please confirm the cancellation date. This is the date the policy will no longer be effective and coverage will no longer be extended for the insured pet. Remember, any claims submitted on or after the cancellation date will be ineligible for coverage.”The next screen advises the user that a confirmation email will be sent, confirms the policy information, cancellation reason, and cancellation effective date. Additionally, the screen shows the following:“Please note: Claims for treatment dates on or after the cancellation effective date will not be eligible for coverage.”Our system does not maintain screen shots of each portal transaction; however we were able to process a cancellation in our test environment with a sample policy to show the exact screens Mr. [redacted] would have seen when he processed his cancellation. We have included screen shots with this response.Claim [redacted] was submitted on November 7, 2015 and does show a treatment date of November 7, 2015. The claim was denied appropriately in accordance with the terms of the policy contract. Mr. [redacted] chose to cancel the policy via the policyholder portal on November 7, 2015. As indicated above several screens showed that claims for the treatment date on or after the cancellation date would not be eligible.Should you require any further assistance in this matter, please contact our [redacted] Patty G[redacted] at ###-###-#### or via email at [redacted].Sincerely,Vincent G[redacted]
December 3,
[redacted]
[redacted]
Dear [redacted],
Thank you for the opportunity to respond to the RevDex.com regarding policy number [redacted] for [redacted] and to
address the concerns about the policy
On 9/26/[redacted] contacted our service center
to add her son [redacted] to her policy effective that date. She was provided a quoted premium increase
of $total, with each of her final installments increasing
$104.50. She was advised that her next
installments would draft for $on 10/12/and 11/10/2015. She accepted this quote and added [redacted] to the
policy.
An issue arose when the Motor Vehicle Report was ordered for
[redacted] as it was returned invalid, delaying the process of the driver addition
effective 9/26/until 10/22/2015. As
the 10/12/bill had been issued for $and that amount was paid on
10/12/2015, the final installment on 11/10/was increased the full $
and showed due for $
On 10/28/[redacted] contacted our service center and
was advised of the delay in processing and premium increase reflecting on the
one installment instead of two. On
10/31/[redacted] contacted our service center and requested the
removal of [redacted] from the policy. Our
underwriting guidelines advise that all house hold members of legal driving age
are required to be rated on or excluded from the policy[redacted] was
advised that we would not be able to remove [redacted] from the policy without
proof he resided elsewhere.
[redacted] requested his policy to be canceled effective
11/3/2015, which was processed on 11/9/2015.
An outstanding balance of $remains due
I trust that I have addressed the issues within the
complaint. If you require further assistance in this matter, please contact
our Customer Relations Coordinator, Charity W[redacted] or by email
at [redacted]
Sincerely,
Evan H[redacted]
SrAnalyst Customer
Resolution and Response
###-###-####
At this time, we are in discussion with Mr. [redacted] concerning the next steps in his claim. We made him 2 different offers to settle prior to being notified that he was continuing to seek additional treatment. Since Mr. [redacted] is still seeking treatment for injuries he is relating to the accident, we have advised him that at this point we do not have an option that we can use to settle his claim today while leaving it open for him to seek additional treatment in the future. We have advised Mr. [redacted] that we will continue to follow-up with him and once he has finished treatment we will be able to complete a full evaluation and make him an offer to settle his claim. We want to be sure we are able to consider all treatment he would like to present as a part of his claim. We have offered to request all bills and records for medical treatment incurred as a result of the accident and to inform Mr. [redacted] of the need to secure past medical records should the need arise. Adam T[redacted], AIC.Casualty Claims Manager
A review of our records show that the Member started the quoting process and bound this policy via Nationwide’s website, Nationwide.com, on December 14, 2013. The policy remained in force until cancelling effective November 1, 2015 for non-payment. The last payment received was on September 3,...
2015 in the amount of $117.91. A billing statement was sent to the member on September 21, 2015 by email at [redacted]@mchsi.com and by way of the United States Postal Service indicating that a payment in the amount of $117.92 was due on October 14, 2015. On October 20, 2015, a Notice of Cancellation was mailed via the United States Postal Service as required by the Georgia Department of Insurance. This Notice indicated that the policy would cancel effective November 1, 2015 if payment was not received by October 31, 2015. Payment was not received by the due date, so the policy did cancel. On November 6, 2015, a Payment Notice was mailed to the member via the United States Postal Service indicating that the bill for $65.93 represented the unpaid balance due for coverage provided from the June 14, 2015 renewal to the November 1, 2015 cancellation date. The Notice also advised the member that if payment was not made, that it was possible a collection agency might contact her and that it could have a negative effect on her credit. A copy of each document is enclosed. The member called Nationwide on February 16, 2016, indicating that her vehicle was inoperable and that she had cancelled her tags and had called Nationwide requesting that her policy be cancelled. Our associate inquired as to when the member contacted Nationwide and on what date she cancelled her tags, but she was unable to remember. In the State of Georgia, Nationwide requires a signed, written request from the member in order to cancel an insurance policy; whether it be through DocuSign or a Policy Cancellation Request form that we can mail or fax to the member for their signature. The member indicated she had not signed a cancellation form. Also, a search of our Call Copy recording system shows that since September 3, 2015, Nationwide has received two calls from the member’s phone number ###-###-####. The first call was on February 14, 2016, and lasted only thirty-five seconds before our associate advised the caller that she could not hear them and for them to call back. The second call was received on February 16, 2016 at which time the member explained her concern regarding the collection letter she had received. After our associate was unable to find a signed cancellation form in our document repository and no documentation of a previous in-coming call, she advised the member that we could adjust the cancellation date if she could obtain documentation from the Department of Motor Vehicles as to when she turned in/cancelled her tags. The member indicating that she was not willing to obtain the documentation needed and that she would contact the Revdex.com instead. As was indicated to the member, the November 1, 2015 cancellation date of the policy can be adjusted with proof that the tags were cancelled prior to that date. Once the member obtains proof, the documentation can be faxed to ###-###-####. A cover sheet should be included with the Automobile policy number clearly stated on both it and the Department of Motor Vehicles document. The cover sheet should also indicate that she would like the cancellation date of the policy adjusted to match the date the tags were cancelled. Once the cancellation date is adjusted, Credit Collection Services will be automatically notified of any adjustment to the owed premium. If the date adjustment fully clears the balance owed, any additional credit will be refunded to the member. If you have any further questions or concerns please feel free to contact me. Sincerely,
October 7, 2015[redacted]...
[redacted]Dear [redacted]:This letter is sent in response to the inquiry received on October 1, 2015, from [redacted]. Ihave spoken with both [redacted] and our claims representative, Rob C[redacted]. In myconversation with CA C[redacted], he indicated he had several conversations with [redacted]and in those discussions did agree that the damages were not [redacted]’s fault, but advised thatwe would have to wait until the cause and origin investigation was completed prior to reaching acoverage decision.Once we received our Cause and Origin report, which listed the cause of the fire as undetermined,[redacted] was informed his damages would not be covered. Following this decision and the denialletter which was sent, we have reviewed the facts of loss once again. Based on that review, we haveagreed to pay [redacted]’s damages to his home. [redacted] has been contacted and a check hasbeen issued to him for $4,240.91 on 10/01/15 to cover the damages to his dwelling from the fire.Sincerely,Ron V[redacted]Claims ManagerAllied Property & Casualty I[redacted]Phone: ###-###-####Fax: ###-###-####Email Address: [redacted]Office of Customer Advocacy | [redacted]