[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]
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
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]
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,
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
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 reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards, [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.
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]
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]
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]
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]
We are in receipt of your communication dated February 12, 2018. Thank you for the opportunity to respond.[redacted] is provided coverage under policy number [redacted] for the policy period 4/1/2017 to 4/1/2018, a standard ISO trucking form written with a $900k self-insured retention limit....
Until the retention limit is exhausted, all claims are handled directly by [redacted] or their third-party administrator, [redacted] Claims Service.Upon receiving this notice, an investigation was undertaken on our part to identify who, in fact, had the claim in questions. [redacted] of [redacted] Claims Service, claim number [redacted], telephone ###-###-####.[redacted] Claims Service has completed their investigation and denied the claim to Mr. [redacted]. The insured driver denies being involved, as the police report states, and the narrative of the police report does not correspond to diagram provided on that report. This is a word vs word liability case.We are sorry Mr. [redacted] is unhappy with the liability decision on his claim. We hope the above explanation brings him a better understanding of how we came to our decision.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G[redacted] at ###-###-#### or via email at [redacted]@nationwide.com.Thank you.Very Truly yours,Luke L[redacted]Claims ManagerE&S/Specialty
I read you finding from your investigation of my concerns as
a customer I should have been made aware of the status of my claim without me
having to call anyone. As a courtesy to
your customers a letter, email or simple phone call could have easily been done
which would have avoided me from contacting your claims representative
If your representative called repeatedly needing information
from me, left voice messages but I ignored them and never responded
They would
not like it one bit
and neither do I
I do not accept your response letter; it stands to reason
that you are covering up for your employee instead of addressing the issue
It seems to me that customer service should be the life line
of any business
without the customer you don't have a business I demand any apology for no response from your
claim representative for ignoring and not responding to any of my phone
inquiries concerning the status of my claim
Regards, [redacted]
This is in response to the inquiry of November 15, 2016 as it pertains to the case file referenced above.This loss involves an accident where it is one person’s word against another. Our Insured maintains he had stopped in the road awaiting a vehicle in front of him to exit a parking space when the...
other vehicle tried to pull around him and struck his vehicle. Mr. [redacted] maintains he was pulling around the stopped vehicle when it backed up into his vehicle. The police report only indicates that our Insured was backing, and Mr. [redacted] was pulling around the truck.Our Insured advised us there was a witness to the loss, Mr. [redacted], allegedly a bus driver. We made multiple attempts and upon finally reaching Mr. [redacted] he basically advised us he does not know anything of the loss and did not want to get involved.Although our Insured maintains he was not moving at the time of impact, lack of an independent witness to verify same, along with the police report indicating he was backing while Mr [redacted] was pulling forward, we are making a compromise offer of 75% to Mr. [redacted] in an attempt to resolve this disputed liability claim.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, [redacted], at ###-###-#### or via email at [redacted].Sincerely,David [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]
Dear [redacted]
This letter is in response to the complaint received by the Company from your office regarding [redacted] for [redacted]In reviewing our files, [redacted] contacted the Company’s Personal Lines Services (Service) department on October 27, 2015 to advise that there was glass damage to both of his existing insured vehicles, which included a 2011 Kia Optima and a 2008 Dodge Ram. The Service representative notified [redacted] that he had Comprehensive coverage with a $500 deductible on both vehicles, but he did not have Full Glass coverage on either vehicle. [redacted] requested to add Full Glass coverage to both vehicles effective October 27, 2015, and it was clarified that this would be available for any future losses on or after that date. The coverage was added as requested. [redacted] did not mention or request to add coverage for Original Equipment Manufacturer (OEM) parts, which is a separate policy coverage available for a vehicle with Comprehensive and/or Collision coverage. Company guidelines do not require OEM coverage to be offered for existing vehicles that already have Comprehensive and Collision coverage.On April 18, 2016, [redacted] contacted Service and requested to have calls reviewed to verify if OEM coverage was offered for his vehicles. The call from October 27, 2015 had been reviewed and it was determined that there was no company error. The call from June 17, 2014 was then reviewed, when the 2008 Dodge Ram was added to the policy effective June 14, 2014, to see if OEM was offered when the vehicle was added to the policy, as required per Company guidelines when adding a new vehicle to a policy with Comprehensive and/or Collision coverage. After reviewing the call, it was determined that OEM was not offered for the 2008 Dodge Ram during that call, and per guidelines, coverage could be backdated to the date the vehicle was added, effective June 14, 2014. Two outbound calls were made, on April 22, 2016 and April 26, 2016, and voicemails were left with [redacted] to advise of the determination and approval to add OEM coverage for the 2008 Dodge Ram effective June 14, 2014. [redacted] called Service on May 6, 2016 and was advised of this information, but declined to add OEM effective to June 14, 2014 at that time. Due to this, OEM coverage was not added to the policy for either vehicle.On September 5, 2016, [redacted] contacted Service to verify if he had OEM coverage on the 2008 Dodge Ram and the 2011 Kia Optima. The Service representative advised that OEM coverage was on the 2008 Dodge Ram but not the 2011 Kia Optima. The Service representative clarified that if added, it would apply to any future losses to the vehicle. It was advised that the OEM coverage was added effective September 5, 2016 for the 2011 Kia Optima.In reviewing our files, the OEM coverage was not added as advised and neither the 2008 Dodge Ram or 2011 Kia Optima currently has or has ever included OEM coverage. Due to this, the Company has approval to add OEM coverage for the 2008 Dodge Ram and 2011 Kia Optima effective September 5, 2016, to apply to any losses that occurred on or after that date, if [redacted] agrees to do so. No change will be made to the policy unless authorized by [redacted] and he agrees to the change and additional premium owed. If this change is made per [redacted]’s request, notification will be provided to Safelite Auto Glass to reflect that the 2008 Dodge Ram and 2011 Kia Optima have full glass coverage effective October 27, 2015 and OEM coverage effective September 5, 2016. If the OEM coverage is added, applicable premium charges will apply from September 5, 2016 forward, and the premium increase would be billed to [redacted] starting with the next billing cycle. [redacted] can use the contact information below, or contact Personal Lines Services at ###-###-#### to request any changes to the policy or ask any additional questions as needed.No refund can be provided by the Company to [redacted] as the coverage on the Auto policy for both the 2008 Dodge Ram and 2011 Kia Optima has been rated and charged appropriately from the date the vehicles were added to [redacted]’s Auto policy using rates filed and approved in the rating state of California. [redacted] was not charged any premium for Full Glass coverage prior to October 27, 2015 and has not been charged any premium for OEM coverage on either vehicle at any point on the Auto policy.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted]
Sincerely,[redacted]###-###-####[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.
[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]
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
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]
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,
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
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 reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards, [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.
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]
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]
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]
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]
We are in receipt of your communication dated February 12, 2018. Thank you for the opportunity to respond.[redacted] is provided coverage under policy number [redacted] for the policy period 4/1/2017 to 4/1/2018, a standard ISO trucking form written with a $900k self-insured retention limit....
Until the retention limit is exhausted, all claims are handled directly by [redacted] or their third-party administrator, [redacted] Claims Service.Upon receiving this notice, an investigation was undertaken on our part to identify who, in fact, had the claim in questions. [redacted] of [redacted] Claims Service, claim number [redacted], telephone ###-###-####.[redacted] Claims Service has completed their investigation and denied the claim to Mr. [redacted]. The insured driver denies being involved, as the police report states, and the narrative of the police report does not correspond to diagram provided on that report. This is a word vs word liability case.We are sorry Mr. [redacted] is unhappy with the liability decision on his claim. We hope the above explanation brings him a better understanding of how we came to our decision.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G[redacted] at ###-###-#### or via email at [redacted]@nationwide.com.Thank you.Very Truly yours,Luke L[redacted]Claims ManagerE&S/Specialty
I read you finding from your investigation of my concerns as
a customer I should have been made aware of the status of my claim without me
having to call anyone. As a courtesy to
your customers a letter, email or simple phone call could have easily been done
which would have avoided me from contacting your claims representative
If your representative called repeatedly needing information
from me, left voice messages but I ignored them and never responded
They would
not like it one bit
and neither do I
I do not accept your response letter; it stands to reason
that you are covering up for your employee instead of addressing the issue
It seems to me that customer service should be the life line
of any business
without the customer you don't have a business I demand any apology for no response from your
claim representative for ignoring and not responding to any of my phone
inquiries concerning the status of my claim
Regards, [redacted]
This is in response to the inquiry of November 15, 2016 as it pertains to the case file referenced above.This loss involves an accident where it is one person’s word against another. Our Insured maintains he had stopped in the road awaiting a vehicle in front of him to exit a parking space when the...
other vehicle tried to pull around him and struck his vehicle. Mr. [redacted] maintains he was pulling around the stopped vehicle when it backed up into his vehicle. The police report only indicates that our Insured was backing, and Mr. [redacted] was pulling around the truck.Our Insured advised us there was a witness to the loss, Mr. [redacted], allegedly a bus driver. We made multiple attempts and upon finally reaching Mr. [redacted] he basically advised us he does not know anything of the loss and did not want to get involved.Although our Insured maintains he was not moving at the time of impact, lack of an independent witness to verify same, along with the police report indicating he was backing while Mr [redacted] was pulling forward, we are making a compromise offer of 75% to Mr. [redacted] in an attempt to resolve this disputed liability claim.Should you require any further assistance in this matter, please contact our Customer Advocacy Coordinator, [redacted], at ###-###-#### or via email at [redacted].Sincerely,David [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]
January 17, 2017[redacted]...
[redacted]
Dear [redacted]
This letter is in response to the complaint received by the Company from your office regarding [redacted] for [redacted]In reviewing our files, [redacted] contacted the Company’s Personal Lines Services (Service) department on October 27, 2015 to advise that there was glass damage to both of his existing insured vehicles, which included a 2011 Kia Optima and a 2008 Dodge Ram. The Service representative notified [redacted] that he had Comprehensive coverage with a $500 deductible on both vehicles, but he did not have Full Glass coverage on either vehicle. [redacted] requested to add Full Glass coverage to both vehicles effective October 27, 2015, and it was clarified that this would be available for any future losses on or after that date. The coverage was added as requested. [redacted] did not mention or request to add coverage for Original Equipment Manufacturer (OEM) parts, which is a separate policy coverage available for a vehicle with Comprehensive and/or Collision coverage. Company guidelines do not require OEM coverage to be offered for existing vehicles that already have Comprehensive and Collision coverage.On April 18, 2016, [redacted] contacted Service and requested to have calls reviewed to verify if OEM coverage was offered for his vehicles. The call from October 27, 2015 had been reviewed and it was determined that there was no company error. The call from June 17, 2014 was then reviewed, when the 2008 Dodge Ram was added to the policy effective June 14, 2014, to see if OEM was offered when the vehicle was added to the policy, as required per Company guidelines when adding a new vehicle to a policy with Comprehensive and/or Collision coverage. After reviewing the call, it was determined that OEM was not offered for the 2008 Dodge Ram during that call, and per guidelines, coverage could be backdated to the date the vehicle was added, effective June 14, 2014. Two outbound calls were made, on April 22, 2016 and April 26, 2016, and voicemails were left with [redacted] to advise of the determination and approval to add OEM coverage for the 2008 Dodge Ram effective June 14, 2014. [redacted] called Service on May 6, 2016 and was advised of this information, but declined to add OEM effective to June 14, 2014 at that time. Due to this, OEM coverage was not added to the policy for either vehicle.On September 5, 2016, [redacted] contacted Service to verify if he had OEM coverage on the 2008 Dodge Ram and the 2011 Kia Optima. The Service representative advised that OEM coverage was on the 2008 Dodge Ram but not the 2011 Kia Optima. The Service representative clarified that if added, it would apply to any future losses to the vehicle. It was advised that the OEM coverage was added effective September 5, 2016 for the 2011 Kia Optima.In reviewing our files, the OEM coverage was not added as advised and neither the 2008 Dodge Ram or 2011 Kia Optima currently has or has ever included OEM coverage. Due to this, the Company has approval to add OEM coverage for the 2008 Dodge Ram and 2011 Kia Optima effective September 5, 2016, to apply to any losses that occurred on or after that date, if [redacted] agrees to do so. No change will be made to the policy unless authorized by [redacted] and he agrees to the change and additional premium owed. If this change is made per [redacted]’s request, notification will be provided to Safelite Auto Glass to reflect that the 2008 Dodge Ram and 2011 Kia Optima have full glass coverage effective October 27, 2015 and OEM coverage effective September 5, 2016. If the OEM coverage is added, applicable premium charges will apply from September 5, 2016 forward, and the premium increase would be billed to [redacted] starting with the next billing cycle. [redacted] can use the contact information below, or contact Personal Lines Services at ###-###-#### to request any changes to the policy or ask any additional questions as needed.No refund can be provided by the Company to [redacted] as the coverage on the Auto policy for both the 2008 Dodge Ram and 2011 Kia Optima has been rated and charged appropriately from the date the vehicles were added to [redacted]’s Auto policy using rates filed and approved in the rating state of California. [redacted] was not charged any premium for Full Glass coverage prior to October 27, 2015 and has not been charged any premium for OEM coverage on either vehicle at any point on the Auto policy.If you require further assistance, please contact our Customer Advocacy Coordinator, [redacted] at ###-###-#### or by email at [redacted]
Sincerely,[redacted]###-###-####[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.