[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: I have completed Nationwide's request by taking my truck to [redacted]. They performed a full vehicle inspection and appraisal. Now there is documented proof that my truck has indeed suffered substantial diminished value as a direct result of the accident caused by their insured.Attached is my response letter to Nationwide regarding this claim and the [redacted] appraisal.It is now time for Nationwide to settle this claim and to make me once again financially whole.
Regards,
[redacted]
Please be advised I am in possession of the funds issued by [redacted] Insurance Company/Nationwide Insurance in order to make necessary repairs to my home. I remain sorely disappointed in the insurance claim process, the unresponsiveness of the claim adjuster, and how my claim was handled. However, my complaint with the Revdex.com has been resolved. Regards,[redacted]
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] isdisputing the payment amount of claim [redacted]. She is requesting a review and additionalreimbursement on the above referenced claim.Ms. [redacted] has the Major Medical Plan with a $250.00 annual...
deductible for her dog [redacted]. OnAugust 9, 2016 we received a claim with a diagnosis of “Chronic Kidney Disease” along with aninvoice totaling $5373.92. Please note that medical records were not submitted with the claim whichcould have assisted us in processing. Our claims department processed the above claim on August23, 2016 with a primary diagnosis of chronic renal failure (code 1716). Based on the services listedon the invoice, secondary benefits were applied for abdominal ultrasound (code 7209) and ultrasoundassisted-guided procedure (code 7204). An explanation of benefits was mailed on August 24, 2016with a reimbursement of $1210.00.The Major Medical Plan works exclusively with a benefits schedule. Chronic renal failure has a benefitschedule allowance of $815.00 and a total of $4920.15 was applied to treatment. After the $250.00deductible was applied the full benefit of $815.00 was reimbursed, leaving $3855.15 exceeding thebenefit schedule allowance. A total of $395.00 was processed under the secondary benefit codes7209 and 7204 and was reimbursed in full.Fecal testing, tax and pet food were all denied as ineligible for coverage per the terms of the plan. Asoutlined in the Major Medical Plan, Section 6, What We do not Cover – Exclusions:N. “We will not pay special diets, pet foods, or dietary or nutritional supplements used to treat ormanage a condition or to preserve or improve general nutrition or health, even if prescribedby a veterinarian.”P. “We will not pay routine, preventative, elective, or cosmetic diagnosis, treatment orprocedures, including vaccines.”U. “We will not pay fees or other expenses not directly related to veterinary services includingfees or expenses incurred for: (1) waste disposal, (2) records access or copying, (3) any license or certification, (4) compliance with any government rule or regulation, (5) any tax, or(6) any charge assessed by any bank, credit card company, or other financial institution.”Ms. [redacted]’s claim was processed correctly and in accordance with the terms of the policy.Members are able to request a review of any claim; Ms. [redacted] was provided instructions on how torequest a review on August 30, 2016 when she contacted our Customer Service department,however no request for review was received from her. As a courtesy, we have contacted her pet’sveterinarian for medical records to review the claim in question for possible additional benefits. Oncecomplete, the results of the review will be sent to Ms. [redacted] under a separate cover.As noted above, the policy does provide the opportunity to request a review of any claim, as outlinedin the Major Medical Plan, Section 13, Review:You may request a review:A. “If we deny your claim in whole or in part; or”B. “To ask that we remove an Additional Excluded Condition listed on the Declarations Page orRenewal Certificate of your policy.”“You must submit your review request in writing indicating the reason for the review. You mustprovide us with all medical and surgical records from your veterinarian relating to any condition that isthe basis of your request. If your request for review involves an Additional Excluded Condition, youmust provide us with medical and surgical records or other documentation from your veterinariandemonstrating that the condition was cured at least six months before the date of your request.Chronic conditions are not eligible for removal. All review decisions are final.”Should you require any further assistance in this matter, please contact our Customer RelationsCoordinator, Joey L[redacted], at ###-###-#### or via email at [redacted]@nationwide.com.Sincerely,Vincent G[redacted]Clinical Operations Manager
[redacted] [redacted] ...⇄ />
[redacted]
[redacted]
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* Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her concerns with the above referenced policy with Nationwide Affinity Insurance Company of America. We have reviewed the concerns expressed by [redacted] and will attempt to address them in this letter. An explanation of [redacted] billing account for the above referenced policy is listed below. A copy of the complete premium and payment history for the last term is enclosed for your reference. Due to the late payment of the bill due on June 19, 2015, the premium due for July billed together with the August installment. The August installment reflected the balance due on the policy for the policy term March 19, 2015, until September 19, 2015. The renewal premium effective September 19, 2015, increased due to a rate adjustment and a chargeable accident dated January 4, 2015. The semi-annual premium increased from $905.30 to $1,491.70. Due to the late payment of the bill due on August 19, 2015, the premium due for September billed together with the October installment. The policy cancelled effective November 9, 2015, for non-payment of the renewal premium and a refund of $148.00 issued. The reinstatement payment dated November 27, 2015, was dishonored for insufficient funds. This caused the account to bill the premium with one less month in the billing cycle. Due to the late payment of the bill due on January 27, 2016, the premium for February billed together with the March installment. The policy cancelled effective April 17, 2016, for non-payment of premium. Below is information pertaining to the claim filed on January 4, 2015 and the chargeability of that loss and the increase in premium. A claim was filed with our Company with a loss date of January 4, 2015. Per the claims investigation it was determined that [redacted], was the operator of the [redacted]. There is no information in the file from the vehicle inspection to indicate that there were any mechanical issues that caused the vehicle to leave the roadway during icy conditions. Our filed and approved rating plan with the State of New York indicates that an accident is chargeable if the insured driver was involved in an accident that resulted in damage to any property in excess of $2,000. Due to the total amount of $2,340 being paid in Property Damage coverage, the January 4, 2015 loss would be chargeable according to our approved filed rating plan. On November 27, 2015 [redacted] auto policy was reinstated with our Company and a revised policy declarations was mailed to her on December 2, 2015. The chargeability of the January 4, 2015 loss was being applied accordingly. A copy of the policy declarations are attached for your reference. We appreciate the opportunity to review [redacted] business, and hope that this information will help to address her concerns. If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D[redacted], at ###-###-#### or by email at [redacted]. Sincerely, Suzana K[redacted] Manager, Support Services Operations Nationwide ###-###-####
[redacted] [redacted] Tell us why here...
This is in response to [redacted] rejection of the Company’s March 16, 2017 resolution.The complainant is rejecting the prior response because we have not provided proof that the [redacted]Motor Vehicle Administration was notified that the accidents were not at fault. Nationwide Insurance doesnot report accidents to the Motor Vehicle Administration. The Motor Vehicle Administration has no record ofthese accidents. The Company does report accidents to LexisNexis. This is part of Ms. Lewis’ CLUE report.The Company has notified LexisNexis to add a not at fault indicator to the 09/11/15 and 11/03/16 accidents.The CLUE reported previously indicated that fault was not reported or unknown. LexisNexis will mail Ms.Lewis a notification once they complete the request. Ms. Lewis should have the confirmation within twoweeks.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted], at 614-435-0124 or by email at [redacted]Sincerely,Shari D[redacted]
We regret that you needed to reach out to other sources
beyond Nationwide to request assistance with 2 pending items that are related
to your September 10, 2015 auto loss that occurred in [redacted], PA.
As per your communication to the Ohio Revdex.com,
I understand that you are upset with the fact that you have not been
reimbursed, to date for $585.90 in out of pocket rental expenses that you
incurred as a result of requiring a temporary replacement vehicle while your
first party collision claim was processed by Nationwide. In addition, you
indicated that you are also owed for four days of lost earnings as a result of
missing several work days due to injuries you sustained in the accident.
As you are aware, Nationwide has issued settlement to you
for the total loss settlement to your vehicle under the 1st party collision
coverage, paid $750 to [redacted] as covered by your 1st party rental and
$1540.87 in 1st party medical payments towards medical providers in which you
received loss related treatment.
The outstanding items that you noted in your Revdex.com
communication, lost earnings and outstanding rental expense balance, are both
items that are not reimbursable under any 1st party coverage remaining on your
auto policy. Specifically, any rental expense outstanding, that was above your
rental coverage, would need to be presented to [redacted] as a
third party out of pocket claim. Be advised that Nationwide Insurance has
provided the claim representative, Erika K[redacted], with a copy of the [redacted]
rental invoice and requested numerous times, that they process a reimbursement
to you for this out of pocket expense. Nationwide Recovery Representative, Lisa
W[redacted], as a courtesy, has also attempted several follow up calls to [redacted]
to advise that you are still owed reimbursement for these out of pocket rental
expenses that were above the rental coverage available on your auto policy.
In addition, with regards to your lost time from work
after the accident, be advised that during the processing of your 1st party
medical claim that your employer noted that you had missed time from work on
9/10/15 and 9/11/15. The doctor’s disability note had excused you from work
9/10/15 through 9/13/15 with a return to work date of 9/14/15. The wage loss
coverage available on your auto policy has a five day wait period. Therefore,
wage loss is reimbursed beginning with the 6th day lost from work. The first
five days are not compensable under wage loss coverage. In light of this we
could not reimburse you for any lost wages under your 1st party auto coverage.
In order for Nationwide to pursue another company for
reimbursement of any benefits that we paid there must exist subrogation
potential. Pennsylvania does not permit these types of claims for Medical and
wage loss claims. Since you had lost no days from work that are compensable
under your wage loss coverage these lost work days would be considered an out
of pocket loss, similar to the out of pocket expenses incurred for a rental
vehicle.
These 2 outstanding items, your out of pocket rental and
lost wages, would be part of your claim against the at fault party, insured
through [redacted].
We cannot pursue the other carrier to attempt to recover
your out of pocket expenses or loss as this would put us in the position as
your representative in your claim
against the other party, such as an attorney would do. Know that we are not
permitted to represent you in that fashion.
Your outstanding out of pocket items would need to be
processed as a third party action against [redacted] Company.
As previously noted, [redacted] Company previously received a
copy of the [redacted] rental car invoice which highlighted your $585.90 out of
pocket payment. In addition, [redacted] should accept and
process any 3rd party lost wages claim that you present to the claim
representative, Erica K[redacted].
Here is additional contact information for [redacted], if needed.
[redacted]
(B) ###-###-#### - Erika K[redacted]
Sincerely,
Andrew W[redacted]
Claims Manger
Nationwide
###-###-####
[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They have resolved my complaint at this time.
This is the second response to your inquiry sent via the Revdex.com. Our decision has not changed.
Your son, [redacted], holds a Class C drivers license. This license allows him to drive any noncommercial single vehicle with a GVWR of less than 26, 001 pounds. Since he is a resident of your household and has access to your owned vehicles, he will be added to your policy as an occasional operator.
Unless proof of insurance elsewhere can be provided, he will remain a listed driver on this policy.
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.On 10/03/2016, Mrs. [redacted] purchased a six-month insurance policy from the [redacted] agency with a bill plan of 20%...
down and five installments.On 10/04/2016, underwriting reviewed the policy and determined that Mr. [redacted] was ineligible to be a rated driver as his motor vehicle report indicated his license had been surrendered. A memo was sent to both Mrs. [redacted] and the [redacted] agency advising a valid license was needed for Mr. [redacted] or the policy would be set up for cancellation.On 10/05/2016, the member service center was contacted by the agency to see if Mr. [redacted] could be excluded from coverage with a signed exclusion form, which they provided the same day. The Member Care Representative changed Mr. [redacted] from a rated driver to an excluded driver effective 10/05/2016. At no point was Mr. [redacted] ever removed from Mrs. [redacted]’s policy. In addition, the 2005 GMC Sierra (VIN 1GTEK19T3YE300665) on the policy since inception was replaced on 10/05/2016 with a 2013 Volkswagen Jetta (VIN [redacted]).Mr. [redacted] had advised the agency that the issue with his driver’s license happens frequently as there is another [redacted] with a similar license number that differs by one digit, and that the information coming back is for this other [redacted]. On 10/19/2016, the agency contacted the member service center to rate Mr. [redacted] as a driver as well as re-add the original 2000 GMC Sierra (VIN [redacted]) to the policy. A declarations page reflecting Mr. [redacted] as a rated driver was sent to Mrs. [redacted] on 10/20/2016.On 11/09/2016, a signed request for cancellation effective 11/04/2016 was received in the member service center, and the requested cancellation was processed. The request was signed by Mr. [redacted] and listed both Mr. and Mrs. [redacted]. Once cancelled, an outstanding balance for days of coverage for Mr. [redacted] and the 2000 GMC Sierra remained on the policy. A notice of the $93.27 outstanding balance was mailed to Mrs. [redacted] on 12/19/2016 when payment was not received, indicating that if payment was not made by 01/03/2017 the amount could be turned over to the collections department.On 03/24/2017, Mrs. [redacted] contacted the member service center and was advised by the Member Care Representative that Mr. [redacted] could be removed from the policy once proof of other coverage for the dates he was on our policy was received. With proof of other insurance for Mr. [redacted] and the 2000 GMC Sierra, we could go ahead and back date remove both, correcting the outstanding balance.If you require further assistance, please contact our [redacted] Lance R[redacted], at ###-###-#### or by email at [redacted]
Sincerely,Jillian J[redacted]
While she confirmed most my experience they were never able to further assist me which is why I had to find financing elsewhere which they were able to finance me in less than a week as I had all the documents and information ready at hand like I did with nationwide. Given my prior experience with Nationwide when I applied for a loan about 3 years ago they have made few changes which I believe are not for the best and delays the process as it did in this scenario. The fact that the customer service reps are unable to even provide a simple fax number correctly is beyond my understanding as this happened 2 times. I hope that with this complaint Nationwide is able to properly train their staff and make changes for the better. Maybe next time I need a loan ill give them one more try however this one did not go according to their promise about how simple and fast their loans are.
Regards, [redacted]
I feel this is not ethical business practice and they are taking advantage of the customer with this prior Ins. clause . It seems a company would be eager to insure a customer that hadn't cost them a penny and always payed in full and on time. I've taken this to my local TV station
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards, [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number[redacted] for [redacted] and to address her concerns about the policy.Per Ms. [redacted]s request, the payment notice has been mailed to the address on file.If you require further assistance in this matter, please contact [redacted] LanceR[redacted] ###-###-#### or by email at [redacted]Sincerely, Evan H[redacted]
From: <[email protected]>Date: Thu, Sep 24, 2015 at 7:44 AMSubject: Complaint #10808985To: [email protected]: Catherine McLaughlin Ms. McLauglin, I've attached our response. This material is intended for the use of the individual or entity to...
which it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure. If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that any dissemination, distributions or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by telephone (collect, if required) and destroy this material accordingly.
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] states that she did not give authorization for our agent to start a policy for her pet. She is requesting a full refund for premium collected from her paycheck.Ms. [redacted] applied for the Major Medical...
Plan with a $250.00 annual deductible and a Pet Wellness Basic Rider for her dog [redacted] on December 8, 2015. The application was approved with an effective date of January 1, 2016.On January 19, 2016 Ms. [redacted] called our Customer Care department and said she had been enrolled without her consent. Her policy was cancelled effective that day and a cancellation letter was sent on January 20, 2016. We issued a refund of unearned premium in the amount of $36.76 on April 23, 2016. Another refund of unearned premium was issued on July 10, 2016 in the amount of $18.38.Ms. [redacted] stated in her complaint that she never received the refund issued in April for $36.76. We issued a refund check on April 23, 2016 which was cashed on May 16, 2016. We have included a copy of the cashed check in our supporting documents.We have reviewed the enrollment call from December 8, 2015. Our agent was transparent on the enrollment process and was granted authorization by Ms. [redacted] at multiple points during the call. However, in order to fully resolve this matter and because Ms. [redacted] did not use the policy, we have made the decision to cancel the policy back to the effective date and issue a full premium refund. She will receive a refund of $18.38 under a separate cover.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Joey Lopez, at 614.435.0138 or via email at [email protected],Julia S[redacted]Director of Operations
Please find my response next to nationwide response in brackets:[Our records indicate Mr. [redacted] contacted our office on July 6,201 5 to apply for insurance coverage for his petCodi. Based on the information provided at the time of application, the policy was approved and becameeffective July 20,...
2015.]That is correct. First of all, thank you for responding to my complaint, as this is the first time you (Nationwide) has given me a response other than 'your claim is under process'[We received a claim on July 30, 2015 for the treatment dates of July 21,2015 to July 24,201 5. The claimsubmission included medical records from June 12, 2015 to July 24, 2015. The claim form stated "sclerosingencapsulating peritonitis" as the diagnosis. Due to the close proximity of the treatment date to the policy effectivedate it was necessary to request complete medical records in order to determine claim eligibility].So what, accidents happen. Along with my claim filed on July 30, 2015, I faxed 30 sheets of detailed medical documents to Nationwide. I also included my pets first and last healthy pet exam. These documents by themselves have been selfexplanatory and should have been sufficient to process my claim. I should not have been asked to clarify simplestatements that are already clear and especially when such clarifications directly impact in the claim to get unreasonably delayed (and realize that all through this, my pet is fighting for its life due to an unfortunate accident).[After contacting our office to determine what was required to process his claim, Mr. [redacted] submitted informationdated August 10, 201 5 clarifying his pet's last physical exam was performed on June 12, 201 5. The informationwas forwarded to Underwriting for review].Yes, but nothing happened after that. I had to call Nationwide 21 times for them to yet to again issue another so-called'clarification'.[Based on our review of the letter and medical records submitted, it was necessary to clarify the surgical findingswith the treating veterinarian. A questionnaire was faxed on September 11, 2015 to [redacted]
[redacted], to the attention of Dr. [redacted] The review completion is pending the questionnaire from Dr.[redacted]This is a serious problem. Dr. [redacted] had provided very detailed information in her clinical notes exactly addressing theconcerns of the so called yet again clarification questionnaire. Regardless, I contacted Dr. [redacted], and she confirmed that no such fax has been received by her. I had to contact Nationwide yet again and the customer servicestated they will try faxing again. Please realize, doctors are very important busy professionals (who play a life-saving role in lives of many), and their clinical notes should be treated as an artifact, and here I have to yet again run around various people and making sure my claim does not get stuck in oblivion (all for answering a question that they have already answered)and realize that all through this, I have here a sick dog, and his treatment has taken a back-seat while I struggle with the Nationwide on his very first claim. It must be noted that I have to file subsequent claims as well, and more importantly I have to focus on the treatment of my pet who is fighting for its life due to the accident. It is sad, that Nationwide has taken away the focus from my pets treatment and instead they have made me run around my insurance claim.[Mr. [redacted] indicated in his desired settlement that we stop misleading other consumers with blatantly wrongstatements. We are sorry Mr. [redacted] feels mislead and is dissatisfied with his policy. We do not believe we aremisleading to consumers and at the time of policy issuance mail a copy of the policy contract to the policyholderto allow them time to review the terms and conditions. Mr. [redacted] requested his policy be canceled after the claim is processed. We have accepted this complaint as hiswritten request to cancel and have canceled as of the date we received this complaint, September 11,2015. Thecancellation of his policy will not impact any review of the claim submitted]This is wrong. "First" my claim has not been processed and fully re-imbursed (in fact it has not been re-imbursed at all).Further, I have to file subsequent claims as well. And importantly if my premuim that I payed Nationwide is not re-imbursed (which it hasn't)then my insurance should not to be cancelled. But first, I want Nationwide to do its first job. Nationwide sings over and over: "Nationwide is on your (customers) side". Really? My pet is fighting for its life, and Nationwide is again and againasking for simple (non-sensical) clarifications that are totally unwarranted. I am highly disappointed yet again and dont expect anything better from Nationwide. I believe Nationwide does not have stomach to pay any claim, and it will continue this game of issuing clarifications after clarifications and endlessly delay processing my claim, till either my pet passes away, or I do, and then there will be no one left to address their clarifications and Nationwide can not only eat away the premium I already paid, while easily claiming that their clarifications were never answered, and thus their master rationale of their not paying any claim. I am very disappointed. [redacted]
January 17, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]Dear [redacted],I am writing in response to Ms. [redacted] complaint regarding the payment history on her loan with Nationwide Bank.Upon reviewing Ms. [redacted] account stated concerns, I see some incorrect information. Nationwide Bank does not now, nor have we ever mailed an annual statement showing loan payments. Additionally, loan account activity is viewable online, showing the most recent activity on the account, including payment amounts, last date paid, next payment due date, along with other specific account information. Ms. [redacted] does have online access established with Nationwide Bank, although the account has not been viewed online since February 2016. We do certainly apologize for any incorrect information that may have been provided to Ms. [redacted] regarding the availability of account information.With regard to irregular payment postings, I find that because Ms. [redacted] had paid more than the required monthly amount due in some months, payments that had attempted to pull using old, invalid account information had no negative impact on the account.The loan was paid in full and closed on January 6, 2017. The payoff amount was correct, with no overpayment of shortage. However, because of the poor service provided to Ms. [redacted], we are mailing a refund check representing the amount of interest accrued from December 21, 2016 through January 6, 2017. This check will be mailed separately from this letter and will be sent to the address provided in Ms. [redacted] complaint.Again, I do apologize for any poor customer service experience Ms. Nemes may have experienced and those concerns will be addressed.Sincerely,[redacted]
[redacted]Nationwide Bank###-###-####CC: [redacted]
[redacted]
[redacted] [redacted]
[redacted]This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy [redacted]When the policy renewed on July 16, 2017, a premium of $1,741.90 was billed to the account, as wellas a $1.00 auto theft...
state fee. On July 13, 2017, a $1.00 installment fee was billed to the account,increasing the premium to $1,743.90. A statement was then mailed on July 13, 2017, informing that apayment of $147.16 would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business day. The payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $1.00 installment fee was charged to the billing account, which increased thepremium owed to $1,597.74. A statement was mailed on August 14, 2017, informing that a paymentof $146.16 would be deducted from the bank account on September 6, 2017, or the next businessday. The payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $1.00 installment fee was charged to the billing account, which increasedthe premium owed to $1,452.58. A statement was mailed on September 12, 2017, informing that apayment of $146.16 would be deducted from the bank account on October 6, 2017, or the nextbusiness day. The payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccount. This resulted in an overpayment of $58.53, which was refunded to Ms. [redacted]’s bankaccount.The following information is from Mrs. [redacted]’s Agent Mark S[redacted] regarding the cancellation andrefund issued to Ms [redacted]:Ms. [redacted] called in on 10/3/17 and spoke with Joleen in our office to request the cancellation of herpolicy. Joleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms. [redacted] on 10/11/17, she said she had not received the cancellation form tosign. I verified the address, and resent the cancellation form. I said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation request. As of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms. [redacted] on 10/11/17 at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to her. I then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business days. I called Ms.[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/17 at 12:34PM, Ms. [redacted] called in to see what the result of the refund process wasbecause the amount refunded was far less than she expected. I told her I will call [redacted] to find outand get back to her.On 10/13/17 at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should be. I spoke to [redacted], and she said when Ms. [redacted] hadcalled in directly back in October 2015 to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms. [redacted] back on 10/13/17 at 1:05PM about the refund issues. I explained what [redacted] hadtold me and why she was not getting the amount back she was expecting. I told her that she was theone who had called in directly to [redacted], and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collected. She wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this way. I told her that being older and a woman has absolutely nothingto do with that. I gave her the phone number for [redacted] and her policy number for her to call.The total term amount owed for the policy from July 16, 2017 to October 3, 2017, including fees, was$380.95. The final payment that was drafted from the account in the amount of $146.16 on October9, 2017 paid for the earned premium up to the cancellation date of October 3, 2017. The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms. [redacted]’s bank account from which the automatic draftswere taken. All unearned premium was refunded to the account. Furthermore, an error has beenidentified in the handling of the policy. When the Agency was informed of Ms. [redacted]’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms. [redacted] to reimburse her for the $56.00.If you require further assistance, please contact Angela S[redacted], at ###-###-####5 or by e-mail at[redacted]Sincerely,George K[redacted]cc:Enclosures:
Please find attached documents. One is the official cancellation form that
was sent to me and signed via DocuSign directly from Amy Porton at
Nationwide. Not only will you see her name and the date (mine as well), but also the IP address.
As you can see, I requested and had cancelled my policy before the new
billing cycle and payment due took effect which was to start July 6th,
if I hadn't cancelled. The second
document is my new auto policy declarations page via State Farm Insurance. As you can see, this policy started on July 6th
2015. It's difficult to understand why
Nationwide wants to see the declarations page from my new insurer, as the
Nationwide policy was cancelled before any balance was owed and had I chose to
drive uninsured, it becomes a legal issue with the PA DMV and the police – not with
a business, insurance or otherwise. The only reason I can think
of, is Nationwide wants to see if I had insurance and not utilizing theirs (although the fault is with them for not processing the information).
However, if you refer to the cancellation form, you'd see that utilizing the policy beyond July 6th was
impossible from the start. Nevertheless,
both pages are attached and serve as concrete proof that I not only cancelled
the insurance before / by the time any new amounts were due, but that I had
also opened a new policy with another company, as mentioned. As a result, I wish for Nationwide to update
their records accordingly, cease any debt collection efforts, and remove
negative entries from my credit report
Regards,[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I have completed Nationwide's request by taking my truck to [redacted]. They performed a full vehicle inspection and appraisal. Now there is documented proof that my truck has indeed suffered substantial diminished value as a direct result of the accident caused by their insured.Attached is my response letter to Nationwide regarding this claim and the [redacted] appraisal.It is now time for Nationwide to settle this claim and to make me once again financially whole.
Regards,
[redacted]
Please be advised I am in possession of the funds issued by [redacted] Insurance Company/Nationwide Insurance in order to make necessary repairs to my home. I remain sorely disappointed in the insurance claim process, the unresponsiveness of the claim adjuster, and how my claim was handled. However, my complaint with the Revdex.com has been resolved. Regards,[redacted]
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] isdisputing the payment amount of claim [redacted]. She is requesting a review and additionalreimbursement on the above referenced claim.Ms. [redacted] has the Major Medical Plan with a $250.00 annual...
deductible for her dog [redacted]. OnAugust 9, 2016 we received a claim with a diagnosis of “Chronic Kidney Disease” along with aninvoice totaling $5373.92. Please note that medical records were not submitted with the claim whichcould have assisted us in processing. Our claims department processed the above claim on August23, 2016 with a primary diagnosis of chronic renal failure (code 1716). Based on the services listedon the invoice, secondary benefits were applied for abdominal ultrasound (code 7209) and ultrasoundassisted-guided procedure (code 7204). An explanation of benefits was mailed on August 24, 2016with a reimbursement of $1210.00.The Major Medical Plan works exclusively with a benefits schedule. Chronic renal failure has a benefitschedule allowance of $815.00 and a total of $4920.15 was applied to treatment. After the $250.00deductible was applied the full benefit of $815.00 was reimbursed, leaving $3855.15 exceeding thebenefit schedule allowance. A total of $395.00 was processed under the secondary benefit codes7209 and 7204 and was reimbursed in full.Fecal testing, tax and pet food were all denied as ineligible for coverage per the terms of the plan. Asoutlined in the Major Medical Plan, Section 6, What We do not Cover – Exclusions:N. “We will not pay special diets, pet foods, or dietary or nutritional supplements used to treat ormanage a condition or to preserve or improve general nutrition or health, even if prescribedby a veterinarian.”P. “We will not pay routine, preventative, elective, or cosmetic diagnosis, treatment orprocedures, including vaccines.”U. “We will not pay fees or other expenses not directly related to veterinary services includingfees or expenses incurred for: (1) waste disposal, (2) records access or copying, (3) any license or certification, (4) compliance with any government rule or regulation, (5) any tax, or(6) any charge assessed by any bank, credit card company, or other financial institution.”Ms. [redacted]’s claim was processed correctly and in accordance with the terms of the policy.Members are able to request a review of any claim; Ms. [redacted] was provided instructions on how torequest a review on August 30, 2016 when she contacted our Customer Service department,however no request for review was received from her. As a courtesy, we have contacted her pet’sveterinarian for medical records to review the claim in question for possible additional benefits. Oncecomplete, the results of the review will be sent to Ms. [redacted] under a separate cover.As noted above, the policy does provide the opportunity to request a review of any claim, as outlinedin the Major Medical Plan, Section 13, Review:You may request a review:A. “If we deny your claim in whole or in part; or”B. “To ask that we remove an Additional Excluded Condition listed on the Declarations Page orRenewal Certificate of your policy.”“You must submit your review request in writing indicating the reason for the review. You mustprovide us with all medical and surgical records from your veterinarian relating to any condition that isthe basis of your request. If your request for review involves an Additional Excluded Condition, youmust provide us with medical and surgical records or other documentation from your veterinariandemonstrating that the condition was cured at least six months before the date of your request.Chronic conditions are not eligible for removal. All review decisions are final.”Should you require any further assistance in this matter, please contact our Customer RelationsCoordinator, Joey L[redacted], at ###-###-#### or via email at [redacted]@nationwide.com.Sincerely,Vincent G[redacted]Clinical Operations Manager
July 8, 2016 *
[redacted]
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[redacted] ...⇄ /> [redacted]
[redacted]
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[redacted]
* Dear [redacted]: Thank you for the opportunity to respond to the complaint filed by [redacted] regarding her concerns with the above referenced policy with Nationwide Affinity Insurance Company of America. We have reviewed the concerns expressed by [redacted] and will attempt to address them in this letter. An explanation of [redacted] billing account for the above referenced policy is listed below. A copy of the complete premium and payment history for the last term is enclosed for your reference. Due to the late payment of the bill due on June 19, 2015, the premium due for July billed together with the August installment. The August installment reflected the balance due on the policy for the policy term March 19, 2015, until September 19, 2015. The renewal premium effective September 19, 2015, increased due to a rate adjustment and a chargeable accident dated January 4, 2015. The semi-annual premium increased from $905.30 to $1,491.70. Due to the late payment of the bill due on August 19, 2015, the premium due for September billed together with the October installment. The policy cancelled effective November 9, 2015, for non-payment of the renewal premium and a refund of $148.00 issued. The reinstatement payment dated November 27, 2015, was dishonored for insufficient funds. This caused the account to bill the premium with one less month in the billing cycle. Due to the late payment of the bill due on January 27, 2016, the premium for February billed together with the March installment. The policy cancelled effective April 17, 2016, for non-payment of premium. Below is information pertaining to the claim filed on January 4, 2015 and the chargeability of that loss and the increase in premium. A claim was filed with our Company with a loss date of January 4, 2015. Per the claims investigation it was determined that [redacted], was the operator of the [redacted]. There is no information in the file from the vehicle inspection to indicate that there were any mechanical issues that caused the vehicle to leave the roadway during icy conditions. Our filed and approved rating plan with the State of New York indicates that an accident is chargeable if the insured driver was involved in an accident that resulted in damage to any property in excess of $2,000. Due to the total amount of $2,340 being paid in Property Damage coverage, the January 4, 2015 loss would be chargeable according to our approved filed rating plan. On November 27, 2015 [redacted] auto policy was reinstated with our Company and a revised policy declarations was mailed to her on December 2, 2015. The chargeability of the January 4, 2015 loss was being applied accordingly. A copy of the policy declarations are attached for your reference. We appreciate the opportunity to review [redacted] business, and hope that this information will help to address her concerns. If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D[redacted], at ###-###-#### or by email at [redacted]. Sincerely, Suzana K[redacted] Manager, Support Services Operations Nationwide ###-###-####
[redacted] [redacted] Tell us why here...
This is in response to [redacted] rejection of the Company’s March 16, 2017 resolution.The complainant is rejecting the prior response because we have not provided proof that the [redacted]Motor Vehicle Administration was notified that the accidents were not at fault. Nationwide Insurance doesnot report accidents to the Motor Vehicle Administration. The Motor Vehicle Administration has no record ofthese accidents. The Company does report accidents to LexisNexis. This is part of Ms. Lewis’ CLUE report.The Company has notified LexisNexis to add a not at fault indicator to the 09/11/15 and 11/03/16 accidents.The CLUE reported previously indicated that fault was not reported or unknown. LexisNexis will mail Ms.Lewis a notification once they complete the request. Ms. Lewis should have the confirmation within twoweeks.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted], at 614-435-0124 or by email at [redacted]Sincerely,Shari D[redacted]
THEY STILL FAIL TO HONOR DATE OF CANCELLATION. IT APPEARS AS IF THEY CANNNOT READ AND COMPREHEND!
Regards, [redacted]
March
14, 2016
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[redacted]
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[redacted] [redacted] [redacted]...
[redacted] [redacted] ...⇄ [redacted] [redacted] [redacted] ...⇄ /> *
Dear
[redacted],
We regret that you needed to reach out to other sources
beyond Nationwide to request assistance with 2 pending items that are related
to your September 10, 2015 auto loss that occurred in [redacted], PA.
As per your communication to the Ohio Revdex.com,
I understand that you are upset with the fact that you have not been
reimbursed, to date for $585.90 in out of pocket rental expenses that you
incurred as a result of requiring a temporary replacement vehicle while your
first party collision claim was processed by Nationwide. In addition, you
indicated that you are also owed for four days of lost earnings as a result of
missing several work days due to injuries you sustained in the accident.
As you are aware, Nationwide has issued settlement to you
for the total loss settlement to your vehicle under the 1st party collision
coverage, paid $750 to [redacted] as covered by your 1st party rental and
$1540.87 in 1st party medical payments towards medical providers in which you
received loss related treatment.
The outstanding items that you noted in your Revdex.com
communication, lost earnings and outstanding rental expense balance, are both
items that are not reimbursable under any 1st party coverage remaining on your
auto policy. Specifically, any rental expense outstanding, that was above your
rental coverage, would need to be presented to [redacted] as a
third party out of pocket claim. Be advised that Nationwide Insurance has
provided the claim representative, Erika K[redacted], with a copy of the [redacted]
rental invoice and requested numerous times, that they process a reimbursement
to you for this out of pocket expense. Nationwide Recovery Representative, Lisa
W[redacted], as a courtesy, has also attempted several follow up calls to [redacted]
to advise that you are still owed reimbursement for these out of pocket rental
expenses that were above the rental coverage available on your auto policy.
In addition, with regards to your lost time from work
after the accident, be advised that during the processing of your 1st party
medical claim that your employer noted that you had missed time from work on
9/10/15 and 9/11/15. The doctor’s disability note had excused you from work
9/10/15 through 9/13/15 with a return to work date of 9/14/15. The wage loss
coverage available on your auto policy has a five day wait period. Therefore,
wage loss is reimbursed beginning with the 6th day lost from work. The first
five days are not compensable under wage loss coverage. In light of this we
could not reimburse you for any lost wages under your 1st party auto coverage.
In order for Nationwide to pursue another company for
reimbursement of any benefits that we paid there must exist subrogation
potential. Pennsylvania does not permit these types of claims for Medical and
wage loss claims. Since you had lost no days from work that are compensable
under your wage loss coverage these lost work days would be considered an out
of pocket loss, similar to the out of pocket expenses incurred for a rental
vehicle.
These 2 outstanding items, your out of pocket rental and
lost wages, would be part of your claim against the at fault party, insured
through [redacted].
We cannot pursue the other carrier to attempt to recover
your out of pocket expenses or loss as this would put us in the position as
your representative in your claim
against the other party, such as an attorney would do. Know that we are not
permitted to represent you in that fashion.
Your outstanding out of pocket items would need to be
processed as a third party action against [redacted] Company.
As previously noted, [redacted] Company previously received a
copy of the [redacted] rental car invoice which highlighted your $585.90 out of
pocket payment. In addition, [redacted] should accept and
process any 3rd party lost wages claim that you present to the claim
representative, Erica K[redacted].
Here is additional contact information for [redacted], if needed.
[redacted]
(B) ###-###-#### - Erika K[redacted]
Sincerely,
Andrew W[redacted]
Claims Manger
Nationwide
###-###-####
[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They have resolved my complaint at this time.
Dear Mr. [redacted]
This is the second response to your inquiry sent via the Revdex.com. Our decision has not changed.
Your son, [redacted], holds a Class C drivers license. This license allows him to drive any noncommercial single vehicle with a GVWR of less than 26, 001 pounds. Since he is a resident of your household and has access to your owned vehicles, he will be added to your policy as an occasional operator.
Unless proof of insurance elsewhere can be provided, he will remain a listed driver on this policy.
Sincerely,
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.On 10/03/2016, Mrs. [redacted] purchased a six-month insurance policy from the [redacted] agency with a bill plan of 20%...
down and five installments.On 10/04/2016, underwriting reviewed the policy and determined that Mr. [redacted] was ineligible to be a rated driver as his motor vehicle report indicated his license had been surrendered. A memo was sent to both Mrs. [redacted] and the [redacted] agency advising a valid license was needed for Mr. [redacted] or the policy would be set up for cancellation.On 10/05/2016, the member service center was contacted by the agency to see if Mr. [redacted] could be excluded from coverage with a signed exclusion form, which they provided the same day. The Member Care Representative changed Mr. [redacted] from a rated driver to an excluded driver effective 10/05/2016. At no point was Mr. [redacted] ever removed from Mrs. [redacted]’s policy. In addition, the 2005 GMC Sierra (VIN 1GTEK19T3YE300665) on the policy since inception was replaced on 10/05/2016 with a 2013 Volkswagen Jetta (VIN [redacted]).Mr. [redacted] had advised the agency that the issue with his driver’s license happens frequently as there is another [redacted] with a similar license number that differs by one digit, and that the information coming back is for this other [redacted]. On 10/19/2016, the agency contacted the member service center to rate Mr. [redacted] as a driver as well as re-add the original 2000 GMC Sierra (VIN [redacted]) to the policy. A declarations page reflecting Mr. [redacted] as a rated driver was sent to Mrs. [redacted] on 10/20/2016.On 11/09/2016, a signed request for cancellation effective 11/04/2016 was received in the member service center, and the requested cancellation was processed. The request was signed by Mr. [redacted] and listed both Mr. and Mrs. [redacted]. Once cancelled, an outstanding balance for days of coverage for Mr. [redacted] and the 2000 GMC Sierra remained on the policy. A notice of the $93.27 outstanding balance was mailed to Mrs. [redacted] on 12/19/2016 when payment was not received, indicating that if payment was not made by 01/03/2017 the amount could be turned over to the collections department.On 03/24/2017, Mrs. [redacted] contacted the member service center and was advised by the Member Care Representative that Mr. [redacted] could be removed from the policy once proof of other coverage for the dates he was on our policy was received. With proof of other insurance for Mr. [redacted] and the 2000 GMC Sierra, we could go ahead and back date remove both, correcting the outstanding balance.If you require further assistance, please contact our [redacted] Lance R[redacted], at ###-###-#### or by email at [redacted]
Sincerely,Jillian J[redacted]
While she confirmed most my experience they were never able to further assist me which is why I had to find financing elsewhere which they were able to finance me in less than a week as I had all the documents and information ready at hand like I did with nationwide. Given my prior experience with Nationwide when I applied for a loan about 3 years ago they have made few changes which I believe are not for the best and delays the process as it did in this scenario. The fact that the customer service reps are unable to even provide a simple fax number correctly is beyond my understanding as this happened 2 times. I hope that with this complaint Nationwide is able to properly train their staff and make changes for the better. Maybe next time I need a loan ill give them one more try however this one did not go according to their promise about how simple and fast their loans are.
Regards, [redacted]
I feel this is not ethical business practice and they are taking advantage of the customer with this prior Ins. clause . It seems a company would be eager to insure a customer that hadn't cost them a penny and always payed in full and on time. I've taken this to my local TV station
Regards, [redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards, [redacted]
Thank you for the opportunity to respond to the Revdex.com regarding policy number[redacted] for [redacted] and to address her concerns about the policy.Per Ms. [redacted]s request, the payment notice has been mailed to the address on file.If you require further assistance in this matter, please contact [redacted] LanceR[redacted] ###-###-#### or by email at [redacted]Sincerely, Evan H[redacted]
From: <[email protected]>Date: Thu, Sep 24, 2015 at 7:44 AMSubject: Complaint #10808985To: [email protected]: Catherine McLaughlin Ms. McLauglin, I've attached our response. This material is intended for the use of the individual or entity to...
which it is addressed and may contain information that is privileged, proprietary, confidential and exempt from disclosure. If you are not the intended recipient or the person responsible for delivering the material to the intended recipient, you are notified that any dissemination, distributions or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by telephone (collect, if required) and destroy this material accordingly.
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] states that she did not give authorization for our agent to start a policy for her pet. She is requesting a full refund for premium collected from her paycheck.Ms. [redacted] applied for the Major Medical...
Plan with a $250.00 annual deductible and a Pet Wellness Basic Rider for her dog [redacted] on December 8, 2015. The application was approved with an effective date of January 1, 2016.On January 19, 2016 Ms. [redacted] called our Customer Care department and said she had been enrolled without her consent. Her policy was cancelled effective that day and a cancellation letter was sent on January 20, 2016. We issued a refund of unearned premium in the amount of $36.76 on April 23, 2016. Another refund of unearned premium was issued on July 10, 2016 in the amount of $18.38.Ms. [redacted] stated in her complaint that she never received the refund issued in April for $36.76. We issued a refund check on April 23, 2016 which was cashed on May 16, 2016. We have included a copy of the cashed check in our supporting documents.We have reviewed the enrollment call from December 8, 2015. Our agent was transparent on the enrollment process and was granted authorization by Ms. [redacted] at multiple points during the call. However, in order to fully resolve this matter and because Ms. [redacted] did not use the policy, we have made the decision to cancel the policy back to the effective date and issue a full premium refund. She will receive a refund of $18.38 under a separate cover.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Joey Lopez, at 614.435.0138 or via email at [email protected],Julia S[redacted]Director of Operations
Please find my response next to nationwide response in brackets:[Our records indicate Mr. [redacted] contacted our office on July 6,201 5 to apply for insurance coverage for his petCodi. Based on the information provided at the time of application, the policy was approved and becameeffective July 20,...
2015.]That is correct. First of all, thank you for responding to my complaint, as this is the first time you (Nationwide) has given me a response other than 'your claim is under process'[We received a claim on July 30, 2015 for the treatment dates of July 21,2015 to July 24,201 5. The claimsubmission included medical records from June 12, 2015 to July 24, 2015. The claim form stated "sclerosingencapsulating peritonitis" as the diagnosis. Due to the close proximity of the treatment date to the policy effectivedate it was necessary to request complete medical records in order to determine claim eligibility].So what, accidents happen. Along with my claim filed on July 30, 2015, I faxed 30 sheets of detailed medical documents to Nationwide. I also included my pets first and last healthy pet exam. These documents by themselves have been selfexplanatory and should have been sufficient to process my claim. I should not have been asked to clarify simplestatements that are already clear and especially when such clarifications directly impact in the claim to get unreasonably delayed (and realize that all through this, my pet is fighting for its life due to an unfortunate accident).[After contacting our office to determine what was required to process his claim, Mr. [redacted] submitted informationdated August 10, 201 5 clarifying his pet's last physical exam was performed on June 12, 201 5. The informationwas forwarded to Underwriting for review].Yes, but nothing happened after that. I had to call Nationwide 21 times for them to yet to again issue another so-called'clarification'.[Based on our review of the letter and medical records submitted, it was necessary to clarify the surgical findingswith the treating veterinarian. A questionnaire was faxed on September 11, 2015 to [redacted]
[redacted], to the attention of Dr. [redacted] The review completion is pending the questionnaire from Dr.[redacted]This is a serious problem. Dr. [redacted] had provided very detailed information in her clinical notes exactly addressing theconcerns of the so called yet again clarification questionnaire. Regardless, I contacted Dr. [redacted], and she confirmed that no such fax has been received by her. I had to contact Nationwide yet again and the customer servicestated they will try faxing again. Please realize, doctors are very important busy professionals (who play a life-saving role in lives of many), and their clinical notes should be treated as an artifact, and here I have to yet again run around various people and making sure my claim does not get stuck in oblivion (all for answering a question that they have already answered)and realize that all through this, I have here a sick dog, and his treatment has taken a back-seat while I struggle with the Nationwide on his very first claim. It must be noted that I have to file subsequent claims as well, and more importantly I have to focus on the treatment of my pet who is fighting for its life due to the accident. It is sad, that Nationwide has taken away the focus from my pets treatment and instead they have made me run around my insurance claim.[Mr. [redacted] indicated in his desired settlement that we stop misleading other consumers with blatantly wrongstatements. We are sorry Mr. [redacted] feels mislead and is dissatisfied with his policy. We do not believe we aremisleading to consumers and at the time of policy issuance mail a copy of the policy contract to the policyholderto allow them time to review the terms and conditions. Mr. [redacted] requested his policy be canceled after the claim is processed. We have accepted this complaint as hiswritten request to cancel and have canceled as of the date we received this complaint, September 11,2015. Thecancellation of his policy will not impact any review of the claim submitted]This is wrong. "First" my claim has not been processed and fully re-imbursed (in fact it has not been re-imbursed at all).Further, I have to file subsequent claims as well. And importantly if my premuim that I payed Nationwide is not re-imbursed (which it hasn't)then my insurance should not to be cancelled. But first, I want Nationwide to do its first job. Nationwide sings over and over: "Nationwide is on your (customers) side". Really? My pet is fighting for its life, and Nationwide is again and againasking for simple (non-sensical) clarifications that are totally unwarranted. I am highly disappointed yet again and dont expect anything better from Nationwide. I believe Nationwide does not have stomach to pay any claim, and it will continue this game of issuing clarifications after clarifications and endlessly delay processing my claim, till either my pet passes away, or I do, and then there will be no one left to address their clarifications and Nationwide can not only eat away the premium I already paid, while easily claiming that their clarifications were never answered, and thus their master rationale of their not paying any claim. I am very disappointed. [redacted]
January 17, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]Dear [redacted],I am writing in response to Ms. [redacted] complaint regarding the payment history on her loan with Nationwide Bank.Upon reviewing Ms. [redacted] account stated concerns, I see some incorrect information. Nationwide Bank does not now, nor have we ever mailed an annual statement showing loan payments. Additionally, loan account activity is viewable online, showing the most recent activity on the account, including payment amounts, last date paid, next payment due date, along with other specific account information. Ms. [redacted] does have online access established with Nationwide Bank, although the account has not been viewed online since February 2016. We do certainly apologize for any incorrect information that may have been provided to Ms. [redacted] regarding the availability of account information.With regard to irregular payment postings, I find that because Ms. [redacted] had paid more than the required monthly amount due in some months, payments that had attempted to pull using old, invalid account information had no negative impact on the account.The loan was paid in full and closed on January 6, 2017. The payoff amount was correct, with no overpayment of shortage. However, because of the poor service provided to Ms. [redacted], we are mailing a refund check representing the amount of interest accrued from December 21, 2016 through January 6, 2017. This check will be mailed separately from this letter and will be sent to the address provided in Ms. [redacted] complaint.Again, I do apologize for any poor customer service experience Ms. Nemes may have experienced and those concerns will be addressed.Sincerely,[redacted]
[redacted]Nationwide Bank###-###-####CC: [redacted]
[redacted]
[redacted] [redacted]
[redacted]This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy [redacted]When the policy renewed on July 16, 2017, a premium of $1,741.90 was billed to the account, as wellas a $1.00 auto theft...
state fee. On July 13, 2017, a $1.00 installment fee was billed to the account,increasing the premium to $1,743.90. A statement was then mailed on July 13, 2017, informing that apayment of $147.16 would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business day. The payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $1.00 installment fee was charged to the billing account, which increased thepremium owed to $1,597.74. A statement was mailed on August 14, 2017, informing that a paymentof $146.16 would be deducted from the bank account on September 6, 2017, or the next businessday. The payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $1.00 installment fee was charged to the billing account, which increasedthe premium owed to $1,452.58. A statement was mailed on September 12, 2017, informing that apayment of $146.16 would be deducted from the bank account on October 6, 2017, or the nextbusiness day. The payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccount. This resulted in an overpayment of $58.53, which was refunded to Ms. [redacted]’s bankaccount.The following information is from Mrs. [redacted]’s Agent Mark S[redacted] regarding the cancellation andrefund issued to Ms [redacted]:Ms. [redacted] called in on 10/3/17 and spoke with Joleen in our office to request the cancellation of herpolicy. Joleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms. [redacted] on 10/11/17, she said she had not received the cancellation form tosign. I verified the address, and resent the cancellation form. I said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation request. As of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms. [redacted] on 10/11/17 at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to her. I then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business days. I called Ms.[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/17 at 12:34PM, Ms. [redacted] called in to see what the result of the refund process wasbecause the amount refunded was far less than she expected. I told her I will call [redacted] to find outand get back to her.On 10/13/17 at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should be. I spoke to [redacted], and she said when Ms. [redacted] hadcalled in directly back in October 2015 to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms. [redacted] back on 10/13/17 at 1:05PM about the refund issues. I explained what [redacted] hadtold me and why she was not getting the amount back she was expecting. I told her that she was theone who had called in directly to [redacted], and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collected. She wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this way. I told her that being older and a woman has absolutely nothingto do with that. I gave her the phone number for [redacted] and her policy number for her to call.The total term amount owed for the policy from July 16, 2017 to October 3, 2017, including fees, was$380.95. The final payment that was drafted from the account in the amount of $146.16 on October9, 2017 paid for the earned premium up to the cancellation date of October 3, 2017. The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms. [redacted]’s bank account from which the automatic draftswere taken. All unearned premium was refunded to the account. Furthermore, an error has beenidentified in the handling of the policy. When the Agency was informed of Ms. [redacted]’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms. [redacted] to reimburse her for the $56.00.If you require further assistance, please contact Angela S[redacted], at ###-###-####5 or by e-mail at[redacted]Sincerely,George K[redacted]cc:Enclosures:
Please find attached documents. One is the official cancellation form that
was sent to me and signed via DocuSign directly from Amy Porton at
Nationwide. Not only will you see her name and the date (mine as well), but also the IP address.
As you can see, I requested and had cancelled my policy before the new
billing cycle and payment due took effect which was to start July 6th,
if I hadn't cancelled. The second
document is my new auto policy declarations page via State Farm Insurance. As you can see, this policy started on July 6th
2015. It's difficult to understand why
Nationwide wants to see the declarations page from my new insurer, as the
Nationwide policy was cancelled before any balance was owed and had I chose to
drive uninsured, it becomes a legal issue with the PA DMV and the police – not with
a business, insurance or otherwise. The only reason I can think
of, is Nationwide wants to see if I had insurance and not utilizing theirs (although the fault is with them for not processing the information).
However, if you refer to the cancellation form, you'd see that utilizing the policy beyond July 6th was
impossible from the start. Nevertheless,
both pages are attached and serve as concrete proof that I not only cancelled
the insurance before / by the time any new amounts were due, but that I had
also opened a new policy with another company, as mentioned. As a result, I wish for Nationwide to update
their records accordingly, cease any debt collection efforts, and remove
negative entries from my credit report
Regards,[redacted]