I am in receipt of your email letter to Nationwide dated January 20, 2016.
I am providing you with the following information:
• Revised Declarations
• Identification Card
I reviewed the call that transpired on November 28, 2015. The member called to remove the Comprehensive and...
Collision Coverages from her 2003 Chevy Impala and added a 2015 Nissan Altima to the policy effective November 28, 2015. Unfortunately, the changes did not process and the policy was not updated accordingly.
On January 27, 2016, the Comprehensive and Collision Coverages were removed from the 2003 Chevy Impala and the 2015 Nissan Altima was added to policy [redacted] effective November 28, 2015. The change increased the term premium by $299.50. An email has been sent to the member, at [redacted] indicating that policy documents are available online for viewing. The policy documents include a Revised Declarations and Identification Cards. The next payment, of $209.54, is due on February 14, 2016.
Nationwide is required by the Department of Insurance to charge premium for coverage provided; therefore, we are unable to write off the premium increase caused by the addition of the 2015 Nissan Altima. If there had been an accident prior to the addition of the vehicle in question, Nationwide would have located the call, added the vehicle effective November 28, 2015, and handled the claim accordingly.
If you have any additional questions, please contact Susan H[redacted], .
Sincerely,
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
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]
This is in response to your additional inquiry dated February 2, 2017, regarding [redacted].Ms. [redacted] spoke with her local agent, [redacted]. I spoke again to Agent [redacted] regardingthe policyholder’s request for GAP coverage. Agent [redacted], at no time, informedthe policyholder her loan would be paid in full. An agent would have no way of knowing what amember’s loan value would be when adding GAP coverage. Therefore, we would not make astatement saying the loan would be paid off.Ms. [redacted] also received a copy of the Declaration page for the GAP coverage. This outlinesthe coverage and does state “We will not pay more than 25% of the actual cash value of yourauto as determined by us at the time of the total loss”.If you require further assistance, please contact our Customer Relations Coordinator, DawnHolt, at ###-###-#### or by email at [redacted]Sincerely,James [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]
Thank you for bringing this issue to our attention, and thank you for notifying us of the unsatisfactory service Ms. [redacted] received during the claims process. We have taken the appropriate actions and have spoken to the Nationwide claims representative who provide the poor claims service...
to [redacted]. We have also reviewed the discrepancy in the amount paid to Ms. [redacted] and the balance has now been paid in full.If you require further assistance, please contact our Customer Advocacy Coordinator Joey Lopez, at ###-###-#### or by email at [redacted]@nationwide.com.Sincerely,Christopher H[redacted]Claims ManagerNationwide ###-###-#### [redacted]@nationwide.com
[redacted] Thank you for the opportunity to respond to our customer’s inquiry. Ms. [redacted] claim was received by Nationwide and assigned to [redacted] Suzanne H[redacted], on February 15, 2018. Ms. [redacted] vehicle was inspected by Suzanne on February 21,...
2018. At that time, an estimate was written for all damages to Ms. [redacted] vehicle, but after further review, it was determined some of those damages were already paid for under previous claims but the damages had not yet been repaired (Nationwide claim numbers [redacted] and [redacted]). At the time of Suzanne’s inspection, she questioned some of the reported damages based on the facts of loss. Based on Suzanne’s inspection, she referred the claim to our Special Investigations Unit for further investigation. Suzanne and the special investigator met with Ms. [redacted] at her shop of choice on February 22, 2018. All damages on the vehicle were reviewed with Ms. [redacted]. The unrelated damages paid under the prior claims mentioned above were confirmed by Ms. [redacted] and removed from the estimate at that time. Ms. [redacted] is claiming damage to her rear bumper and rear axle to this loss. We have not been able to validate these damages. Ms. [redacted] had her vehicle towed to [redacted] Chevrolet to see if the rear end damages were related to this accident. Ben Harris at [redacted] Chevrolet has confirmed to Nationwide that he can not relate the rear axle damages to a collision. He stated the damages are more consistent with the tires being spun continuously versus an impact. Therefore, those damages to Ms. [redacted] vehicle have been denied as a part of this claim. We have allowed for the new damages to the driver’s side of the vehicle that are consistent with a collision. We did not allow for the damages to the wheel and axle as those damages appear to be wear and tear. Ms. [redacted] is welcome to file another collision claim for the damage to her rear bumper. Ms. [redacted] states she attached a police report to this inquiry, but one was not submitted. We have not been able to locate a police report, and Ms. [redacted] stated to Nationwide she did not call the police, and she drove the vehicle from the scene of the accident. If there is a police report, we will be happy to review it. If you have any further questions, please contact me at ###-###-####. Sincerely, Paul G[redacted]
Nationwide has caused me serious damages by their action. They have strained my relationship with a different Institution ([redacted]) and when Nationwide finally did present me with a check for my funds they further hindered me by initially telling the bank who was processing it, “the check was invalid”. Nationwide is either grossly incompetent or an intentional bad actor. I have only recently been able to begin recovering from their behavior. I will not consider this case closed until Nationwide reimburses me $735 in damages they have caused me.Regards,
[redacted]
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 letter is in regards to the Property Damage claim for one 2012 Toyota Corolla belonging to Ms. [redacted]. The 2012 Toyota Corolla involved in the loss has a salvage branded title. This loss occurred on August 8, 2015. Field Claims Associate Michael B[redacted] was able to...
inspect the vehicle on August 11, 2015 and deemed the vehicle a total loss on August 12, 2015. This was a 5 day time period and within the 7 day time period as allowed by the ** state appraisers act. Nationwide has an obligation to perform an investigation into the facts of the loss, once this investigation was completed on August 12, 2015, a rental vehicle was authorized for the [redacted]'s. If a rental vehicle was obtained before this date, Nationwide would happily reimburse them for these charges. However, we would not authorize a direct bill prior to establishing our liability and coverage for the loss.
Based upon our inspection of the vehicle, the estimate amount was $7,980.51. The value of the vehicle was determined to be $9,697.88, less the anticipated salvage value of $4,463.23, which equals $5,234.65. This amount is less then the estimate amount of $7,980.51, therefore, the vehicle is declared a total loss as per the ** State Appraisers act.
Coverage for the loss was verified, and contact was made by the Total Loss representative [redacted] on August 14, 2015. Subsequent contact attempts were made with no more than 5 days passing before contact was achieved by either the Total Loss Specialist or a member of the Management staff. Discussions began between Ms. [redacted] and management staff regarding a dispute in the value of the vehicle on August 24, 2015. Ms. [redacted] conveyed that she was upset that they cannot find a replacement vehicle for the amount we have offered. Ms. [redacted] wanted Nationwide to either purchase a replacement vehicle for her or to give her money to purchase a similar vehicle in the area of $13,500 that Ms. [redacted] has found. Nationwide management attempted to convey to Ms. [redacted], that Nationwide does not have the capability of purchasing a replacement vehicle and delivering it to her, nor is Nationwide obligated to do so. Nationwide advised Ms. [redacted] that we owe the Actual Cash Value of the vehicle she was driving at the time of the loss, which would be a 2012 Toyota Corolla with a salvage branded title, and that the local market comparables she had viewed have a clean title. It was conveyed Ms. [redacted] that there is a difference in value between a vehicle with a clean title and that with a salvage/branded title. Nationwide determined the actual cash value of the vehicle using the methodology explained below. The initial settlement was presented to the claimant on August 19, 2015.
Nationwide utilized CCC Valuation to evaluate the vehicle at a fair market value as a branded vehicle.
Nationwide has conducted an appraisal of the 2012 Toyota Corolla LE 4 door Sedan located in [redacted]. The appraisal information was then used to conduct research in your market to determine the local market value of the vehicle. This CCC Valuescope Market Report details the results of that search.
When Nationwide requests a valuation report, they provide CCC with the configuration of the vehicle in the loss, including model, hours or mileage, optional features, any accessories, the condition of the vehicle as well as the VIN/HIN/PIN (vehicle/hull/product identification number) of the vehicle. That identification number is analyzed to verify basic information provided on the vehicle.
Significant differences between the vehicle and any other comparable units are documented and are used to define a verifiable market value for the vehicle in the loss. If no comparable units are located, the valuation expert will conduct a local market survey to gather the expert opinion of knowledgeable retailers in order to determine the local market value. This was the case for the 2012 Toyota Corolla with the salvage branded title.
31 Pa. Code 62.3(e) (1)(iii).
“Motor Vehicle Physical Damage Appraisers; Applicable Standards for Appraisal:
(1) Under this subsection, replacement value under the policy provisions covering the total loss of a motor vehicle including an unrecovered motor vehicle shall be determined by one of the following methods:”
“(iii) Dealer quotation method. The appraiser shall consult with dealers or other persons knowledgeable in the field to secure quotations as to the value of the motor vehicle being appraised. At least two quotations shall be secured. The figures thus secured shall be averaged.”
Nationwide’s valuation of the salvage branded 2012 Toyota Corolla is in accordance with Laws and regulations of the State of Pennsylvania, specifically relating to the vehicle being a total loss. 31 Pa. Code 62.3(e) (1)(iii).
Additional correspondence took place between the Total Loss Specialist and Mr. [redacted] via email and phone on August 27, 2015 and August 28, 2015. During this time the specialist discussed the Unrelated Prior Damage on the roof of the vehicle and determined that this damage would be minimal on a salvage branded vehicle based on the year, make, model and condition of the vehicle. The reduction for Unrelated Prior Damage was removed from the settlement figures.
The Actual Cash Value of the 2012 Toyota Corolla with a salvage branded title with Nationwide retaining the vehicle is outlined as follows:
Actual Cash Value (ACV) = $9,500.00 Subtotal ACV = $9,500.00 Unrelated Prior Damage Applied - $0.00 Total ACV = $9,500.00 Tax + $665.00 Total Settlement = $10,165.00
This information was provided to the customer on August 28, 2015, and was agreed upon by Mr.Nosa [redacted].
Nationwide provided the customer with a rental vehicle from August 13, 2015 through September 1, 2015 for a total of 20 days at $25.50 per day.
If you require further assistance, please contact [redacted], Jane G[redacted] at ###-###-####, or by email at [redacted]between the hours of 8:00 AM and 4:15 PM.
I am writing in response to the complaint submitted by [redacted] to the Revdex.com on 10/25/2016. She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer...
service that she experience. She requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely manner. In addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handling. Our Compliance Office conducted a through investigation regarding Ms. [redacted]'s concerns. While nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.During conversations with Ms. [redacted], I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address it. I also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to Nationwide. After our conversations, she was satisfied that her complaint was being properly addressed.Sincerely,Michael F[redacted]Compliance ConsultantAttn: Distribution Compliance One Nationwide PlazaColumbus, OH 43215
This letter is in response to the concerns filed by [redacted] regarding the cancellation of the Auto policy and the collection balance. The policy renewed July 17, 2015 with a premium of $3,370.60. A 2003 Benz CLK430 was removed from the policy effective August 4, 2015. This resulted in a decrease...
in premium of $1,681.00. Effective August 4, 2015 driver 2 was removed which resulted in a premium decrease of $33.40. Effective September 2, 2015 driver 2 was added and a 2015 Dodge Dart was added to the policy. This resulted in a premium increase of $959.50. Processed November 18, 2015, effective November 16, 2015, a 2003 BMW 330XI was replaced. This resulted in a premium increase of $73.60. Processed November 19, 2015, effective November 13, 2015, a 2015 Dodge Dart was removed from the policy. This resulted in a premium decrease of $515.70. Processed December 2, 2015, effective November 13, 2015, a 2016 Ram was added to the policy. This resulted in a premium increase of $807.80. On December 15, 2015 a bill generated for $1,191.89 due December 27, 2015 which included the changes in premium listed above that had not yet been billed in on prior statements. On January 5, 2016 a Notice of Cancellation was sent indicating we needed a payment of $1,191.89 by January 16, 2016 or the policy would cancel January 17, 2016. On January 15, 2016 a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, 2016 and there was an outstanding balance due of $1,186.89 due by March 3, 2016. The January 17, 2016 policy renewal calculated at $3,946.50. Policy changes were made that added paperless discount and SmartRide discount, which reduced the renewal premium by $460.70, resulting in a revised renewal premium of $3,485.80. The policy cancelled for non payment effective January 17, 2016. Upon the cancellation, the unearned renewal premium of $3,485.80 was removed from the balance, leaving $1,186.89 due for coverage provided during the July 17, 2015 renewal term to the cancellation date. A cancellation request form was received in the Agent’s office, indicating Ms. [redacted] request cancelled the policy effective January 22, 2016. The policy cancelled for non payment effective January 17, 2016. The request to cancel January 22, 2016 does not supersede the non pay cancellation on January 17, 2016. If you require further assistance, please contact our [redacted], Phillis H[redacted], at ###-###-#### or by email at [redacted] Sincerely, Katie W[redacted]
Thank you for the opportunity to research and respond to the above member’s concerns.
The policy start date was June 9, 2014 and canceled on August 31, 2014 due to non-pay. [redacted] called the [redacted] on July 24, 2014 and spoke to her...
agent, [redacted], and asked for her address to be updated. [redacted] did update the address, however; she did not include the unit/apt. number. This caused [redacted] to not receive any mail sent to her after this date from Nationwide. [redacted] was set up on Electronic Funds Transfer when the policy was started. The last auto draft occurred on August 8, 2014. This payment was returned for non-sufficient funds. The total that Nationwide attempted to collect was $89.73. This would include $60.29 billed for the auto and $29.50 for the tenant. On August 14, 2014 [redacted] was billed an additional $30.00 due to a non-sufficient fee from Nationwide. A payment was received on August 29, 2014 for $29.50 and was applied to policy [redacted]6. Nationwide mailed [redacted] a letter dated August 29, 2014 stating the amount paid was a partial payment and insufficient. The remainder of the payment needed to be paid by August 31, 2014 to avoid cancelation effective August 31, 2014. No monies were received in the month of September. On October 8, 2014 a payment was received by check in the amount of $89.78. A refund was sent out on October 11, 2014 for $46.74 as this was the excess payment on the canceled policy. On October 27, 2014 the account was sent to collections for $21.43. On November 3, 2014 a payment was received for $ 89.78. On November 5, 2014 a refund was mailed for $89.78 due to the policy being canceled. On December 10, 2014 a payment for $89.78 was received. The refund for this payment went out by mail on December 11, 2014.
December 10, 2014 [redacted] was pulled over by the police. They called to verify policy information and were advised that the policy was canceled. Between the August 2014 date and December 10, 2014, [redacted] had not communicated with her agent’s office at any time prior to her being pulled over by the police.
On December 11, 2014, [redacted] from [redacted]’s office called ###-###-#### and spoke to [redacted]s. [redacted]s advised her that they have made the decision to move their insurance to another company and already have a policy in place. [redacted]s asked that we send any monies owed to them to [redacted] contacted the Nationwide billing department to make sure they had the correct mailing address.[redacted] advised she has had several conversations with [redacted] via email. [redacted] last day of employment with [redacted] was August 29, 2014 and the agency has no record of the emails between them. The Nationwide IT department has advised once an employee leaves the company, emails can only be retrieved up to one week after their departure, after that, all information is deleted. [redacted] was asked to forward the emails to the agent’s office and she replied, “she did not have them because they were deleted."
Agent [redacted] and his staff are not targeting any specific community, gender or race when selling insurance and he has been a licensed Property and Casualty agent for over 10 years.
Please review the below timeline provided by the Nationwide billing and processing department:
In review of the account, the policy started June 9, 2014 with a premium of $361.70. Two valid payments of $89.78 were received on June 11, 2014 and July 14, 2014.
Payment of $89.73 was received on August 12, 2014. The August payment was returned due to insufficient funds on August 14, 2014. A returned item fee was assessed in the amount of $30.00.
The post office notified Nationwide of an updated address and the address was changed from [redacted]. on August 17, 2014.
On August 19, 2014, a Notice of Cancellation generated for $90.29 due by August 30, 2014 or the policy would cancel August 2, 2014. A payment of $29.50 was received via Check Free and applied to the Auto policy. On September 2, 2014, a partial pay letter was sent indicating the payment was not enough to keep the policy active. The policy cancelled for non payment of premium effective August 31, 2014. Upon cancellation, an amount due generated for coverage provided of $43.04 on the cancelled policy.
A payment of $89.78 was received via Check Free on October 8, 2014. This paid the $43.04 collection and left a credit on the account of $46.74. This payment did not qualify the Auto policy to reinstate, denial letter was sent on October 9, 2014. A refund of $46.74 was initiated by the system on October 13, 2014.
Payment of $89.78 was received via Check Free on November 3, 2014. The payment was refunded on November 6, 2014 as the policy remained cancelled. Denial letter was mailed on November 4, 2014 indicating the policy was still cancelled.
Payment of $89.78 was received via Check Free on December 10, 2014. The payment was refunded on December 12, 2014 and then was stop paid and reissued on December 19, 2014 and the policy remained cancelled. Denial letter was mailed on December 11, 2014 indicating the policy was still cancelled.
The returned item fee was waived as a courtesy causing the $30.00 to be refunded to the member on December 23, 2014.
Impound fees totaling $303.25 were refunded on December 24, 2014. We do not show if this has been cashed yet. It was sent to [redacted]
The member has a balance due of $21.43 on the cancelled HP policy. Servicing had advised we could stop the $30.00 returned item fee refund and apply it to the balance; however, the member cashed this refund. We can not apply the $30.00 credit to the home policy balance since the check was cashed.
Refunds
Three checks were issued to [redacted] &/or [redacted] at [redacted]. The reissued check for $89.78 was sent to the [redacted] address. Attached are the cashed check copies for checks [redacted], and [redacted].
· Ck #[redacted] was issued October 13, 2014 for $46.74 and was cashed on December 19, 2014.
· Ck #[redacted] was issued November 6, 2014 for $89.78 and was cashed on December 19, 2014.
· Ck #[redacted] was issued December 12, 2014 for $89.78 and was stopped on December 17, 2014 due to an error. A manual check, #[redacted] was express over-nighted to [redacted] on December 19, 2014 and has not been cashed. The tracking number for this refund is [redacted] and it shows delivered to the front door on December 22, 2014 at 11:34 a.m.
· Ck #[redacted] was issued December 23, 2014 for $30.00 and was cashed on January 20, 2014.
I have attached all correspondence that was mailed to Mr. and [redacted], along with copies of all cashed checks and a billing account detailed breakdown for your review.
If you have any further questions please feel free to contact me.
This letter is in response to the additional information Ms. [redacted] is requesting in regards to the$5.00 increase in the monthly payment.When policies are not set up on Electronic Funds Transfer, a $5.00 monthly installment fee applies. Inthe state of Maryland, an installment fee is not applied to the first bill of a renewal term but is added toany subsequent billing invoices.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted]###-###-#### or [redacted]Sincerely,Meg M[redacted]
This letter is in response to your inquiry dated November 14, 2016.Mr. [redacted] has expressed concerns regarding his auto policy premium. The policy was bound with theexpectation that the August 01, 2016 to February 01, 2017 term premium would be $629.80.However, the policy processed with a term...
premium of $687.90 which was $58.10 higher than thequoted premium. Mr. [redacted] did attempt to resolve this issue with Nationwide before filing thiscomplaint.There are procedures in place to help resolve premium issues. Our review of the policy hasdetermined the current premium of $687.90 is correct. There were no defects or missing informationthat contributed to the higher premium. As Mr. [redacted] was quoted $629.80 when the policy wasbound, this premium will be honored for this term.A $58.10 credit was placed on the policy on November 07, 2016 to honor the quoted premium of$629.80 for one term. Mr. [redacted] has been informed the term premium is being honored and thatremaining bills would be lowered. There are two bills left in the policy term which have been adjustedto $108.53 each, barring any premium bearing changes.Mr. [redacted] also states that Nationwide did not make contact to resolve this issue. Nationwide is abusiness whose future depends upon the satisfaction of our customers. We strive to provide ourcustomers with the highest quality of service. We apologize if the level of service Mr. [redacted] hasreceived did not meet his expectations. We continually work to improve our ability to avoid issues likethis in the future.If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D[redacted],at ###-###-#### or by email at [redacted]@nationwide.com.Sincerely,Gregory A. G[redacted]Sr. Analyst###-###-####[redacted]@nationwide.com
This is an update on the above case regarding [redacted].The MD Claims Manager comments: On 12/12/15 an inspection by [redacted] took place at [redacted]'s address to determine Diminution of value. We received the report on Monday 12/14/15; I contacted [redacted] and reviewed the report and the amount of Diminution of value loss of $2068.00. I emailed the report to her that evening. She replied on 12/15/15 via email, she was in acceptance of the offer for Diminution of value in the amount of $2068.00. We issued a check settlement on 12/16/15 and sent it to her address on file. The complaint has been resolved and closed based on settlement.If you have any further questions, please feel free to contact me.Sincerely,Ed [redacted], IIClaims Manager540-582-[redacted]
2/16/2017[redacted]
Ms. [redacted],Thank you for the opportunity to respond to our customer’s inquiry.Mr. [redacted]’s claim was received by...
Nationwide and assigned to Claims Associate, [redacted], on December 16, 2015. Mr. [redacted]’s vehicle was inspected by [redacted] on December 21, 2015. At that time, an estimate was written for the fair and reasonable cost of repairs to Mr. [redacted]’s vehicle. In November of 2016, [redacted] was notified that Mr. [redacted]’s vehicle was at his shop of choice, [redacted] reinspected Mr. [redacted]’s vehicle on November 8, 2016, and wrote an estimate for supplemental damages.There were differences in [redacted]’s estimate and the estimate provided by Mr. [redacted]’s shop of choice. Accordingly, by letter dated November 8, 2016, [redacted] advised Mr. [redacted] that Nationwide would only be responsible for fair and reasonable expenses. [redacted] further stated that, “Any work you commission or authorize that would be unreasonable, unnecessary, or damages that exceed this appraisal amount may become your responsibility.” [redacted] later wrote a final supplemental estimate for the vehicle’s repairs on December 2, 2016.On January 26, 2017, Mr. [redacted] invoked the appraisal clause under his Nationwide policy due to the differences in Nationwide’s estimate and [redacted]’s estimate. At that time, Nationwide hired an independent appraiser who wrote an appraisal for $6.92 higher than Nationwide’s estimate. This additional amount was offered to Mr. [redacted] on January 31, 2017, and we have not yet received a response from him.If you have any further questions, please contact me at ###-###-####.Sincerely,[redacted]
This is in response to your inquiry dated January 20. 2017 regarding [redacted]I spoke to my associate who handled the policyholder’s request. The summary of theirconversation was to add GAP coverage to the 2016 Chevrolet Silverado. There was nodiscussion of the coverage details, nor did the...
member ask for any details. She was not toldthat the GAP insurance would cover the full amount of the loan and specifics were notdiscussed. A declaration page, which was sent to the policyholder, with the endorsement isattached for your reference. This coverage was requested approximately 2 months followingthe placement of insurance on this vehicle.The reference to the statement that she was sold the wrong GAP coverage and we sell differenttypes of GAP coverage is incorrect. Nationwide sells GAP coverage under two differentendorsements, however, the GAP coverage is exactly the same on either endorsement.If you require further assistance, please contact our Customer Relations Coordinator,[redacted], at ###-###-#### or by email at [redacted]Sincerely,James B[redacted]
The reason I em sending these documents is to show the mistakes made by Nationwideand their local agents. Included is the original applicatlon (that I did not receive until May2015, when the policy was opened in December 2014). Once I received the applicatlonin May (when they asked me to sign and backdate it to Dec) I highlighted and correctederrors and concerns on the application and sent it back to them for review and the localagents never responded. I let them know I could not sign the application until the errorswere fixed which the agent refused to do and instead told me I can take my businesselsewhere. Also, I am sending the ilnception page that was attached to the responsethrough Nationwide. This document clearly shows the policy holder as [redacted] 'and the only Insured Driver as [redacted]. The car on the policy was my car, [redacted]
[redacted], with no one else listed on the title. I did eventually notice that error and callback to add myself as a driver. I am also sending former and current declaration pagesaddressed to my mother. These are the documents I was told I was supposed to reviewto make sure the agent did their job properly (my mother sometimes grabs her mail andnever opens it). My mother doesn't want anything to do with thls whole mess by the way.She is sickened by Nationwide and how they are treatlng their long term loyal .customers. Nationwide is saying the names on the policy were a "system errors", but yetto this day it still has not been fixed. I will also send a copy of proof of payment for therental car that was not covered because the agent never added it to my pollcy when Irequested it in December. I guess he was too busy maklng a million other mistakes.Another thing I was bothered by was the fact that rental car coverage is known as 'Lossof Use" with nationwide, Had I received the declarations and reviewed them I would notknow that insurance jargon anyway. That is not consumer friendly. As far as customerservice, most companies aim to make processes as easy, smooth, and painless aspossible for customers. Nationwide does not. Instead I was given homework, homeworkthat was never sent to me. Then I was faulted for it after it was given to me months laterand it was too late. The local agents never followed up to make sure they had thenecessary documents for the policy or to even see if I received them. Instead the localagent told me they must have gotten stuck in his outbox. What? Okay. My opinion isNationwide as a whole could use a serious tune up on their customer servicing. I wouldlike to mention one agent in particular that I was amazed how blunt and rude she was,[redacted], I'm not sure if I have the spelling correctly, but I believe she workedin agency support. She wasn't helpful by any means. Did not show any compassion orsympathy for a customer who had to go through a dispute after being in an accidentwhere the vehicle wes totaled. I am a single full time working mom of a 1 year old. Ireally do not have time for all of thls, but when I feel passionate about something andgetting my point across and my story heard than I will take the time out of my busy andsleepless llfe to do so. I feel like I have been done wrong by a company I have a longrelationship with and have been very loyal to. I am still insured by Nationwide through allof this and people think I'm crazy for not going to a competitor. I enjoy being withNationwide, but I do not at-all feel appreciated as a customer. This response iscompletely free written, no review, no logic behind it. I am just speaking what I feel andhow I feel. I'm pretty sure I will not get the desired outcome from all this which is ashame. I know someone within the company would agree with my story and do the rightthing it just takes the right person to hear it, and maybe it won't be heard. This wholeprocess has been extremely tiring and I am ready to be done with it. There may bethings I left out or documents included I did not explain so I apologize for that, and anygrammatical or spelling errors; I don't have time or energy to proof read back through.Thank you for your time,[redacted]
We are in receipt of your correspondence dated May 17, 2017 regarding the concerns filed by Ms. [redacted] related to her policies and a $441.13 collection amount.Auto policy [redacted] became effective August 7, 2016. The policy was written with the [redacted]/Occupational discount for Ms....
[redacted] being an accountant. The policy was also written with a discount for Ms. [redacted] owning a property. On September 14, 2016, the Occupational discount was removed, due to not receiving proof that Ms. [redacted] was a CPA. The property owner discount was also removed, since Ms. [redacted]’s property policy was a tenant, not owner, policy. With both discounts being removed from the policy this caused an increase in premium of $403.75.After review of the call and policy transaction, both discounts are being honored for the first term. A decrease of $403.75 has been applied to the account.The auto policy cancelled effective December 1, 2016, as a non-pay cancellation. A signed cancellation form has been received and the cancellation date has been adjusted to November 7, 2016, per Ms. [redacted]’s request.Please find enclosed the confirmation letter sent to the Ms. [redacted] confirming tenant policy HNC [redacted] was also cancelled effective November 7, 2016.Prior to receipt of your inquiry, Ms. [redacted] contacted our Office of Customer Advocacy on May 15, 2017 regarding her concerns. I discussed the issues with Ms. [redacted] on May 16, 2017 and explained what had happened. I have contacted our collections department and had them clear the file so she is no longer in collections. Additionally, we also had them remove any negative reporting to the credit bureau. Ms. [redacted] will be sent a closure letter to confirm this information under separate cover.Regarding Ms. [redacted]’s request to be reimbursed for the application fees she had to pay for the apartments she was denied due to a negative impact on her credit, I advised that I could speak with my leadership for approval on that request but she would need to send documentation showing proof of what she had paid. Ms. [redacted] stated she would wait before she moved forward with asking for additional reimbursement. As of now, Ms. [redacted] has not provided any documentation to the company.We appreciate the opportunity to review Ms. [redacted]’s issues and apologize for any frustration this matter may have caused. If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted], at ###-###-#### or by email at [email protected],Danielle A[redacted]Sr. AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseAttachment
I am in receipt of your email letter to Nationwide dated January 20, 2016.
I am providing you with the following information:
• Revised Declarations
• Identification Card
I reviewed the call that transpired on November 28, 2015. The member called to remove the Comprehensive and...
Collision Coverages from her 2003 Chevy Impala and added a 2015 Nissan Altima to the policy effective November 28, 2015. Unfortunately, the changes did not process and the policy was not updated accordingly.
On January 27, 2016, the Comprehensive and Collision Coverages were removed from the 2003 Chevy Impala and the 2015 Nissan Altima was added to policy [redacted] effective November 28, 2015. The change increased the term premium by $299.50. An email has been sent to the member, at [redacted] indicating that policy documents are available online for viewing. The policy documents include a Revised Declarations and Identification Cards. The next payment, of $209.54, is due on February 14, 2016.
Nationwide is required by the Department of Insurance to charge premium for coverage provided; therefore, we are unable to write off the premium increase caused by the addition of the 2015 Nissan Altima. If there had been an accident prior to the addition of the vehicle in question, Nationwide would have located the call, added the vehicle effective November 28, 2015, and handled the claim accordingly.
If you have any additional questions, please contact Susan H[redacted], .
Sincerely,
Christina L[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
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]
This is in response to your additional inquiry dated February 2, 2017, regarding [redacted].Ms. [redacted] spoke with her local agent, [redacted]. I spoke again to Agent [redacted] regardingthe policyholder’s request for GAP coverage. Agent [redacted], at no time, informedthe policyholder her loan would be paid in full. An agent would have no way of knowing what amember’s loan value would be when adding GAP coverage. Therefore, we would not make astatement saying the loan would be paid off.Ms. [redacted] also received a copy of the Declaration page for the GAP coverage. This outlinesthe coverage and does state “We will not pay more than 25% of the actual cash value of yourauto as determined by us at the time of the total loss”.If you require further assistance, please contact our Customer Relations Coordinator, DawnHolt, at ###-###-#### or by email at [redacted]Sincerely,James [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]
Thank you for bringing this issue to our attention, and thank you for notifying us of the unsatisfactory service Ms. [redacted] received during the claims process. We have taken the appropriate actions and have spoken to the Nationwide claims representative who provide the poor claims service...
to [redacted]. We have also reviewed the discrepancy in the amount paid to Ms. [redacted] and the balance has now been paid in full.If you require further assistance, please contact our Customer Advocacy Coordinator Joey Lopez, at ###-###-#### or by email at [redacted]@nationwide.com.Sincerely,Christopher H[redacted]Claims ManagerNationwide ###-###-#### [redacted]@nationwide.com
[redacted] Thank you for the opportunity to respond to our customer’s inquiry. Ms. [redacted] claim was received by Nationwide and assigned to [redacted] Suzanne H[redacted], on February 15, 2018. Ms. [redacted] vehicle was inspected by Suzanne on February 21,...
2018. At that time, an estimate was written for all damages to Ms. [redacted] vehicle, but after further review, it was determined some of those damages were already paid for under previous claims but the damages had not yet been repaired (Nationwide claim numbers [redacted] and [redacted]). At the time of Suzanne’s inspection, she questioned some of the reported damages based on the facts of loss. Based on Suzanne’s inspection, she referred the claim to our Special Investigations Unit for further investigation. Suzanne and the special investigator met with Ms. [redacted] at her shop of choice on February 22, 2018. All damages on the vehicle were reviewed with Ms. [redacted]. The unrelated damages paid under the prior claims mentioned above were confirmed by Ms. [redacted] and removed from the estimate at that time. Ms. [redacted] is claiming damage to her rear bumper and rear axle to this loss. We have not been able to validate these damages. Ms. [redacted] had her vehicle towed to [redacted] Chevrolet to see if the rear end damages were related to this accident. Ben Harris at [redacted] Chevrolet has confirmed to Nationwide that he can not relate the rear axle damages to a collision. He stated the damages are more consistent with the tires being spun continuously versus an impact. Therefore, those damages to Ms. [redacted] vehicle have been denied as a part of this claim. We have allowed for the new damages to the driver’s side of the vehicle that are consistent with a collision. We did not allow for the damages to the wheel and axle as those damages appear to be wear and tear. Ms. [redacted] is welcome to file another collision claim for the damage to her rear bumper. Ms. [redacted] states she attached a police report to this inquiry, but one was not submitted. We have not been able to locate a police report, and Ms. [redacted] stated to Nationwide she did not call the police, and she drove the vehicle from the scene of the accident. If there is a police report, we will be happy to review it. If you have any further questions, please contact me at ###-###-####. Sincerely, Paul G[redacted]
Nationwide has caused me serious damages by their action. They have strained my relationship with a different Institution ([redacted]) and when Nationwide finally did present me with a check for my funds they further hindered me by initially telling the bank who was processing it, “the check was invalid”. Nationwide is either grossly incompetent or an intentional bad actor. I have only recently been able to begin recovering from their behavior. I will not consider this case closed until Nationwide reimburses me $735 in damages they have caused me.Regards,
[redacted]
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 letter is in regards to the Property Damage claim for one 2012 Toyota Corolla belonging to Ms. [redacted]. The 2012 Toyota Corolla involved in the loss has a salvage branded title. This loss occurred on August 8, 2015. Field Claims Associate Michael B[redacted] was able to...
inspect the vehicle on August 11, 2015 and deemed the vehicle a total loss on August 12, 2015. This was a 5 day time period and within the 7 day time period as allowed by the ** state appraisers act. Nationwide has an obligation to perform an investigation into the facts of the loss, once this investigation was completed on August 12, 2015, a rental vehicle was authorized for the [redacted]'s. If a rental vehicle was obtained before this date, Nationwide would happily reimburse them for these charges. However, we would not authorize a direct bill prior to establishing our liability and coverage for the loss.
Based upon our inspection of the vehicle, the estimate amount was $7,980.51. The value of the vehicle was determined to be $9,697.88, less the anticipated salvage value of $4,463.23, which equals $5,234.65. This amount is less then the estimate amount of $7,980.51, therefore, the vehicle is declared a total loss as per the ** State Appraisers act.
Coverage for the loss was verified, and contact was made by the Total Loss representative [redacted] on August 14, 2015. Subsequent contact attempts were made with no more than 5 days passing before contact was achieved by either the Total Loss Specialist or a member of the Management staff. Discussions began between Ms. [redacted] and management staff regarding a dispute in the value of the vehicle on August 24, 2015. Ms. [redacted] conveyed that she was upset that they cannot find a replacement vehicle for the amount we have offered. Ms. [redacted] wanted Nationwide to either purchase a replacement vehicle for her or to give her money to purchase a similar vehicle in the area of $13,500 that Ms. [redacted] has found. Nationwide management attempted to convey to Ms. [redacted], that Nationwide does not have the capability of purchasing a replacement vehicle and delivering it to her, nor is Nationwide obligated to do so. Nationwide advised Ms. [redacted] that we owe the Actual Cash Value of the vehicle she was driving at the time of the loss, which would be a 2012 Toyota Corolla with a salvage branded title, and that the local market comparables she had viewed have a clean title. It was conveyed Ms. [redacted] that there is a difference in value between a vehicle with a clean title and that with a salvage/branded title. Nationwide determined the actual cash value of the vehicle using the methodology explained below. The initial settlement was presented to the claimant on August 19, 2015.
Nationwide utilized CCC Valuation to evaluate the vehicle at a fair market value as a branded vehicle.
Nationwide has conducted an appraisal of the 2012 Toyota Corolla LE 4 door Sedan located in [redacted]. The appraisal information was then used to conduct research in your market to determine the local market value of the vehicle. This CCC Valuescope Market Report details the results of that search.
When Nationwide requests a valuation report, they provide CCC with the configuration of the vehicle in the loss, including model, hours or mileage, optional features, any accessories, the condition of the vehicle as well as the VIN/HIN/PIN (vehicle/hull/product identification number) of the vehicle. That identification number is analyzed to verify basic information provided on the vehicle.
Significant differences between the vehicle and any other comparable units are documented and are used to define a verifiable market value for the vehicle in the loss. If no comparable units are located, the valuation expert will conduct a local market survey to gather the expert opinion of knowledgeable retailers in order to determine the local market value. This was the case for the 2012 Toyota Corolla with the salvage branded title.
31 Pa. Code 62.3(e) (1)(iii).
“Motor Vehicle Physical Damage Appraisers; Applicable Standards for Appraisal:
(1) Under this subsection, replacement value under the policy provisions covering the total loss of a motor vehicle including an unrecovered motor vehicle shall be determined by one of the following methods:”
“(iii) Dealer quotation method. The appraiser shall consult with dealers or other persons knowledgeable in the field to secure quotations as to the value of the motor vehicle being appraised. At least two quotations shall be secured. The figures thus secured shall be averaged.”
Nationwide’s valuation of the salvage branded 2012 Toyota Corolla is in accordance with Laws and regulations of the State of Pennsylvania, specifically relating to the vehicle being a total loss. 31 Pa. Code 62.3(e) (1)(iii).
Additional correspondence took place between the Total Loss Specialist and Mr. [redacted] via email and phone on August 27, 2015 and August 28, 2015. During this time the specialist discussed the Unrelated Prior Damage on the roof of the vehicle and determined that this damage would be minimal on a salvage branded vehicle based on the year, make, model and condition of the vehicle. The reduction for Unrelated Prior Damage was removed from the settlement figures.
The Actual Cash Value of the 2012 Toyota Corolla with a salvage branded title with Nationwide retaining the vehicle is outlined as follows:
Actual Cash Value (ACV) = $9,500.00 Subtotal ACV = $9,500.00 Unrelated Prior Damage Applied - $0.00 Total ACV = $9,500.00 Tax + $665.00 Total Settlement = $10,165.00
This information was provided to the customer on August 28, 2015, and was agreed upon by Mr.Nosa [redacted].
Nationwide provided the customer with a rental vehicle from August 13, 2015 through September 1, 2015 for a total of 20 days at $25.50 per day.
If you require further assistance, please contact [redacted], Jane G[redacted] at ###-###-####, or by email at [redacted]between the hours of 8:00 AM and 4:15 PM.
Regards,
Craig C[redacted]
###-###-####
I am writing in response to the complaint submitted by [redacted] to the Revdex.com on 10/25/2016. She expressed concerns regarding the delayed transfer of her 403(b) account held at her previous employer to a Nationwide Funds Rollover Ira account and the poor customer...
service that she experience. She requested to be reimbursed for the amount that she could have gained had the IRA rollover been invested in a timely manner. In addition, she wanted to make sure that other Nationwide customers did not have a similar experience.This matter was forwarded to Nationwide's Office of Compliance for review and handling. Our Compliance Office conducted a through investigation regarding Ms. [redacted]'s concerns. While nationwide strives to provide excellent customer service, our investigation showed that we failed to meet our high standards.During conversations with Ms. [redacted], I discussed the cause of the service issue that she experienced and explained how Nationwide's Office of Compliance was working with our business partners to address it. I also reviewed the calculation used to determine reimbursement for money lost as a result of the delayed 403(b) account transfer to Nationwide. After our conversations, she was satisfied that her complaint was being properly addressed.Sincerely,Michael F[redacted]Compliance ConsultantAttn: Distribution Compliance One Nationwide PlazaColumbus, OH 43215
This letter is in response to the concerns filed by [redacted] regarding the cancellation of the Auto policy and the collection balance. The policy renewed July 17, 2015 with a premium of $3,370.60. A 2003 Benz CLK430 was removed from the policy effective August 4, 2015. This resulted in a decrease...
in premium of $1,681.00. Effective August 4, 2015 driver 2 was removed which resulted in a premium decrease of $33.40. Effective September 2, 2015 driver 2 was added and a 2015 Dodge Dart was added to the policy. This resulted in a premium increase of $959.50. Processed November 18, 2015, effective November 16, 2015, a 2003 BMW 330XI was replaced. This resulted in a premium increase of $73.60. Processed November 19, 2015, effective November 13, 2015, a 2015 Dodge Dart was removed from the policy. This resulted in a premium decrease of $515.70. Processed December 2, 2015, effective November 13, 2015, a 2016 Ram was added to the policy. This resulted in a premium increase of $807.80. On December 15, 2015 a bill generated for $1,191.89 due December 27, 2015 which included the changes in premium listed above that had not yet been billed in on prior statements. On January 5, 2016 a Notice of Cancellation was sent indicating we needed a payment of $1,191.89 by January 16, 2016 or the policy would cancel January 17, 2016. On January 15, 2016 a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, 2016 and there was an outstanding balance due of $1,186.89 due by March 3, 2016. The January 17, 2016 policy renewal calculated at $3,946.50. Policy changes were made that added paperless discount and SmartRide discount, which reduced the renewal premium by $460.70, resulting in a revised renewal premium of $3,485.80. The policy cancelled for non payment effective January 17, 2016. Upon the cancellation, the unearned renewal premium of $3,485.80 was removed from the balance, leaving $1,186.89 due for coverage provided during the July 17, 2015 renewal term to the cancellation date. A cancellation request form was received in the Agent’s office, indicating Ms. [redacted] request cancelled the policy effective January 22, 2016. The policy cancelled for non payment effective January 17, 2016. The request to cancel January 22, 2016 does not supersede the non pay cancellation on January 17, 2016. If you require further assistance, please contact our [redacted], Phillis H[redacted], at ###-###-#### or by email at [redacted] Sincerely, Katie W[redacted]
Dear [redacted]
Thank you for the opportunity to research and respond to the above member’s concerns.
The policy start date was June 9, 2014 and canceled on August 31, 2014 due to non-pay. [redacted] called the [redacted] on July 24, 2014 and spoke to her...
agent, [redacted], and asked for her address to be updated. [redacted] did update the address, however; she did not include the unit/apt. number. This caused [redacted] to not receive any mail sent to her after this date from Nationwide. [redacted] was set up on Electronic Funds Transfer when the policy was started. The last auto draft occurred on August 8, 2014. This payment was returned for non-sufficient funds. The total that Nationwide attempted to collect was $89.73. This would include $60.29 billed for the auto and $29.50 for the tenant. On August 14, 2014 [redacted] was billed an additional $30.00 due to a non-sufficient fee from Nationwide. A payment was received on August 29, 2014 for $29.50 and was applied to policy [redacted]6. Nationwide mailed [redacted] a letter dated August 29, 2014 stating the amount paid was a partial payment and insufficient. The remainder of the payment needed to be paid by August 31, 2014 to avoid cancelation effective August 31, 2014. No monies were received in the month of September. On October 8, 2014 a payment was received by check in the amount of $89.78. A refund was sent out on October 11, 2014 for $46.74 as this was the excess payment on the canceled policy. On October 27, 2014 the account was sent to collections for $21.43. On November 3, 2014 a payment was received for $ 89.78. On November 5, 2014 a refund was mailed for $89.78 due to the policy being canceled. On December 10, 2014 a payment for $89.78 was received. The refund for this payment went out by mail on December 11, 2014.
December 10, 2014 [redacted] was pulled over by the police. They called to verify policy information and were advised that the policy was canceled. Between the August 2014 date and December 10, 2014, [redacted] had not communicated with her agent’s office at any time prior to her being pulled over by the police.
On December 11, 2014, [redacted] from [redacted]’s office called ###-###-#### and spoke to [redacted]s. [redacted]s advised her that they have made the decision to move their insurance to another company and already have a policy in place. [redacted]s asked that we send any monies owed to them to [redacted] contacted the Nationwide billing department to make sure they had the correct mailing address.[redacted] advised she has had several conversations with [redacted] via email. [redacted] last day of employment with [redacted] was August 29, 2014 and the agency has no record of the emails between them. The Nationwide IT department has advised once an employee leaves the company, emails can only be retrieved up to one week after their departure, after that, all information is deleted. [redacted] was asked to forward the emails to the agent’s office and she replied, “she did not have them because they were deleted."
Agent [redacted] and his staff are not targeting any specific community, gender or race when selling insurance and he has been a licensed Property and Casualty agent for over 10 years.
Please review the below timeline provided by the Nationwide billing and processing department:
In review of the account, the policy started June 9, 2014 with a premium of $361.70. Two valid payments of $89.78 were received on June 11, 2014 and July 14, 2014.
Payment of $89.73 was received on August 12, 2014. The August payment was returned due to insufficient funds on August 14, 2014. A returned item fee was assessed in the amount of $30.00.
The post office notified Nationwide of an updated address and the address was changed from [redacted]. on August 17, 2014.
On August 19, 2014, a Notice of Cancellation generated for $90.29 due by August 30, 2014 or the policy would cancel August 2, 2014. A payment of $29.50 was received via Check Free and applied to the Auto policy. On September 2, 2014, a partial pay letter was sent indicating the payment was not enough to keep the policy active. The policy cancelled for non payment of premium effective August 31, 2014. Upon cancellation, an amount due generated for coverage provided of $43.04 on the cancelled policy.
A payment of $89.78 was received via Check Free on October 8, 2014. This paid the $43.04 collection and left a credit on the account of $46.74. This payment did not qualify the Auto policy to reinstate, denial letter was sent on October 9, 2014. A refund of $46.74 was initiated by the system on October 13, 2014.
Payment of $89.78 was received via Check Free on November 3, 2014. The payment was refunded on November 6, 2014 as the policy remained cancelled. Denial letter was mailed on November 4, 2014 indicating the policy was still cancelled.
Payment of $89.78 was received via Check Free on December 10, 2014. The payment was refunded on December 12, 2014 and then was stop paid and reissued on December 19, 2014 and the policy remained cancelled. Denial letter was mailed on December 11, 2014 indicating the policy was still cancelled.
The returned item fee was waived as a courtesy causing the $30.00 to be refunded to the member on December 23, 2014.
Impound fees totaling $303.25 were refunded on December 24, 2014. We do not show if this has been cashed yet. It was sent to [redacted]
The member has a balance due of $21.43 on the cancelled HP policy. Servicing had advised we could stop the $30.00 returned item fee refund and apply it to the balance; however, the member cashed this refund. We can not apply the $30.00 credit to the home policy balance since the check was cashed.
Refunds
Three checks were issued to [redacted] &/or [redacted] at [redacted]. The reissued check for $89.78 was sent to the [redacted] address. Attached are the cashed check copies for checks [redacted], and [redacted].
· Ck #[redacted] was issued October 13, 2014 for $46.74 and was cashed on December 19, 2014.
· Ck #[redacted] was issued November 6, 2014 for $89.78 and was cashed on December 19, 2014.
· Ck #[redacted] was issued December 12, 2014 for $89.78 and was stopped on December 17, 2014 due to an error. A manual check, #[redacted] was express over-nighted to [redacted] on December 19, 2014 and has not been cashed. The tracking number for this refund is [redacted] and it shows delivered to the front door on December 22, 2014 at 11:34 a.m.
· Ck #[redacted] was issued December 23, 2014 for $30.00 and was cashed on January 20, 2014.
I have attached all correspondence that was mailed to Mr. and [redacted], along with copies of all cashed checks and a billing account detailed breakdown for your review.
If you have any further questions please feel free to contact me.
Sincerely,
[redacted]
Nationwide
###-###-####,
[redacted]
This letter is in response to the additional information Ms. [redacted] is requesting in regards to the$5.00 increase in the monthly payment.When policies are not set up on Electronic Funds Transfer, a $5.00 monthly installment fee applies. Inthe state of Maryland, an installment fee is not applied to the first bill of a renewal term but is added toany subsequent billing invoices.If you require further assistance, please contact our Customer Relations Coordinator, Dawn H[redacted]###-###-#### or [redacted]Sincerely,Meg M[redacted]
This letter is in response to your inquiry dated November 14, 2016.Mr. [redacted] has expressed concerns regarding his auto policy premium. The policy was bound with theexpectation that the August 01, 2016 to February 01, 2017 term premium would be $629.80.However, the policy processed with a term...
premium of $687.90 which was $58.10 higher than thequoted premium. Mr. [redacted] did attempt to resolve this issue with Nationwide before filing thiscomplaint.There are procedures in place to help resolve premium issues. Our review of the policy hasdetermined the current premium of $687.90 is correct. There were no defects or missing informationthat contributed to the higher premium. As Mr. [redacted] was quoted $629.80 when the policy wasbound, this premium will be honored for this term.A $58.10 credit was placed on the policy on November 07, 2016 to honor the quoted premium of$629.80 for one term. Mr. [redacted] has been informed the term premium is being honored and thatremaining bills would be lowered. There are two bills left in the policy term which have been adjustedto $108.53 each, barring any premium bearing changes.Mr. [redacted] also states that Nationwide did not make contact to resolve this issue. Nationwide is abusiness whose future depends upon the satisfaction of our customers. We strive to provide ourcustomers with the highest quality of service. We apologize if the level of service Mr. [redacted] hasreceived did not meet his expectations. We continually work to improve our ability to avoid issues likethis in the future.If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D[redacted],at ###-###-#### or by email at [redacted]@nationwide.com.Sincerely,Gregory A. G[redacted]Sr. Analyst###-###-####[redacted]@nationwide.com
This is an update on the above case regarding [redacted].The MD Claims Manager comments: On 12/12/15 an inspection by [redacted] took place at [redacted]'s address to determine Diminution of value. We received the report on Monday 12/14/15; I contacted [redacted] and reviewed the report and the amount of Diminution of value loss of $2068.00. I emailed the report to her that evening. She replied on 12/15/15 via email, she was in acceptance of the offer for Diminution of value in the amount of $2068.00. We issued a check settlement on 12/16/15 and sent it to her address on file. The complaint has been resolved and closed based on settlement.If you have any further questions, please feel free to contact me.Sincerely,Ed [redacted], IIClaims Manager540-582-[redacted]
2/16/2017[redacted]
Ms. [redacted],Thank you for the opportunity to respond to our customer’s inquiry.Mr. [redacted]’s claim was received by...
Nationwide and assigned to Claims Associate, [redacted], on December 16, 2015. Mr. [redacted]’s vehicle was inspected by [redacted] on December 21, 2015. At that time, an estimate was written for the fair and reasonable cost of repairs to Mr. [redacted]’s vehicle. In November of 2016, [redacted] was notified that Mr. [redacted]’s vehicle was at his shop of choice, [redacted] reinspected Mr. [redacted]’s vehicle on November 8, 2016, and wrote an estimate for supplemental damages.There were differences in [redacted]’s estimate and the estimate provided by Mr. [redacted]’s shop of choice. Accordingly, by letter dated November 8, 2016, [redacted] advised Mr. [redacted] that Nationwide would only be responsible for fair and reasonable expenses. [redacted] further stated that, “Any work you commission or authorize that would be unreasonable, unnecessary, or damages that exceed this appraisal amount may become your responsibility.” [redacted] later wrote a final supplemental estimate for the vehicle’s repairs on December 2, 2016.On January 26, 2017, Mr. [redacted] invoked the appraisal clause under his Nationwide policy due to the differences in Nationwide’s estimate and [redacted]’s estimate. At that time, Nationwide hired an independent appraiser who wrote an appraisal for $6.92 higher than Nationwide’s estimate. This additional amount was offered to Mr. [redacted] on January 31, 2017, and we have not yet received a response from him.If you have any further questions, please contact me at ###-###-####.Sincerely,[redacted]
This is in response to your inquiry dated January 20. 2017 regarding [redacted]I spoke to my associate who handled the policyholder’s request. The summary of theirconversation was to add GAP coverage to the 2016 Chevrolet Silverado. There was nodiscussion of the coverage details, nor did the...
member ask for any details. She was not toldthat the GAP insurance would cover the full amount of the loan and specifics were notdiscussed. A declaration page, which was sent to the policyholder, with the endorsement isattached for your reference. This coverage was requested approximately 2 months followingthe placement of insurance on this vehicle.The reference to the statement that she was sold the wrong GAP coverage and we sell differenttypes of GAP coverage is incorrect. Nationwide sells GAP coverage under two differentendorsements, however, the GAP coverage is exactly the same on either endorsement.If you require further assistance, please contact our Customer Relations Coordinator,[redacted], at ###-###-#### or by email at [redacted]Sincerely,James B[redacted]
The reason I em sending these documents is to show the mistakes made by Nationwideand their local agents. Included is the original applicatlon (that I did not receive until May2015, when the policy was opened in December 2014). Once I received the applicatlonin May (when they asked me to sign and backdate it to Dec) I highlighted and correctederrors and concerns on the application and sent it back to them for review and the localagents never responded. I let them know I could not sign the application until the errorswere fixed which the agent refused to do and instead told me I can take my businesselsewhere. Also, I am sending the ilnception page that was attached to the responsethrough Nationwide. This document clearly shows the policy holder as [redacted] 'and the only Insured Driver as [redacted]. The car on the policy was my car, [redacted]
[redacted], with no one else listed on the title. I did eventually notice that error and callback to add myself as a driver. I am also sending former and current declaration pagesaddressed to my mother. These are the documents I was told I was supposed to reviewto make sure the agent did their job properly (my mother sometimes grabs her mail andnever opens it). My mother doesn't want anything to do with thls whole mess by the way.She is sickened by Nationwide and how they are treatlng their long term loyal .customers. Nationwide is saying the names on the policy were a "system errors", but yetto this day it still has not been fixed. I will also send a copy of proof of payment for therental car that was not covered because the agent never added it to my pollcy when Irequested it in December. I guess he was too busy maklng a million other mistakes.Another thing I was bothered by was the fact that rental car coverage is known as 'Lossof Use" with nationwide, Had I received the declarations and reviewed them I would notknow that insurance jargon anyway. That is not consumer friendly. As far as customerservice, most companies aim to make processes as easy, smooth, and painless aspossible for customers. Nationwide does not. Instead I was given homework, homeworkthat was never sent to me. Then I was faulted for it after it was given to me months laterand it was too late. The local agents never followed up to make sure they had thenecessary documents for the policy or to even see if I received them. Instead the localagent told me they must have gotten stuck in his outbox. What? Okay. My opinion isNationwide as a whole could use a serious tune up on their customer servicing. I wouldlike to mention one agent in particular that I was amazed how blunt and rude she was,[redacted], I'm not sure if I have the spelling correctly, but I believe she workedin agency support. She wasn't helpful by any means. Did not show any compassion orsympathy for a customer who had to go through a dispute after being in an accidentwhere the vehicle wes totaled. I am a single full time working mom of a 1 year old. Ireally do not have time for all of thls, but when I feel passionate about something andgetting my point across and my story heard than I will take the time out of my busy andsleepless llfe to do so. I feel like I have been done wrong by a company I have a longrelationship with and have been very loyal to. I am still insured by Nationwide through allof this and people think I'm crazy for not going to a competitor. I enjoy being withNationwide, but I do not at-all feel appreciated as a customer. This response iscompletely free written, no review, no logic behind it. I am just speaking what I feel andhow I feel. I'm pretty sure I will not get the desired outcome from all this which is ashame. I know someone within the company would agree with my story and do the rightthing it just takes the right person to hear it, and maybe it won't be heard. This wholeprocess has been extremely tiring and I am ready to be done with it. There may bethings I left out or documents included I did not explain so I apologize for that, and anygrammatical or spelling errors; I don't have time or energy to proof read back through.Thank you for your time,[redacted]
We are in receipt of your correspondence dated May 17, 2017 regarding the concerns filed by Ms. [redacted] related to her policies and a $441.13 collection amount.Auto policy [redacted] became effective August 7, 2016. The policy was written with the [redacted]/Occupational discount for Ms....
[redacted] being an accountant. The policy was also written with a discount for Ms. [redacted] owning a property. On September 14, 2016, the Occupational discount was removed, due to not receiving proof that Ms. [redacted] was a CPA. The property owner discount was also removed, since Ms. [redacted]’s property policy was a tenant, not owner, policy. With both discounts being removed from the policy this caused an increase in premium of $403.75.After review of the call and policy transaction, both discounts are being honored for the first term. A decrease of $403.75 has been applied to the account.The auto policy cancelled effective December 1, 2016, as a non-pay cancellation. A signed cancellation form has been received and the cancellation date has been adjusted to November 7, 2016, per Ms. [redacted]’s request.Please find enclosed the confirmation letter sent to the Ms. [redacted] confirming tenant policy HNC [redacted] was also cancelled effective November 7, 2016.Prior to receipt of your inquiry, Ms. [redacted] contacted our Office of Customer Advocacy on May 15, 2017 regarding her concerns. I discussed the issues with Ms. [redacted] on May 16, 2017 and explained what had happened. I have contacted our collections department and had them clear the file so she is no longer in collections. Additionally, we also had them remove any negative reporting to the credit bureau. Ms. [redacted] will be sent a closure letter to confirm this information under separate cover.Regarding Ms. [redacted]’s request to be reimbursed for the application fees she had to pay for the apartments she was denied due to a negative impact on her credit, I advised that I could speak with my leadership for approval on that request but she would need to send documentation showing proof of what she had paid. Ms. [redacted] stated she would wait before she moved forward with asking for additional reimbursement. As of now, Ms. [redacted] has not provided any documentation to the company.We appreciate the opportunity to review Ms. [redacted]’s issues and apologize for any frustration this matter may have caused. If you require further assistance, please contact our Customer Advocacy Coordinator, Janice K[redacted], at ###-###-#### or by email at [email protected],Danielle A[redacted]Sr. AnalystMember Solutions – Shared ServicesCustomer Resolution & ResponseAttachment