We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] states that she did not give authorization for our agent to start a policy for her pet. She is requesting a full refund for premium collected from her paycheck.Ms. [redacted] applied for the Major Medical...
Plan with a $250.00 annual deductible and a Pet Wellness Basic Rider for her dog [redacted] on December 8, 2015. The application was approved with an effective date of January 1, 2016.On January 19, 2016 Ms. [redacted] called our Customer Care department and said she had been enrolled without her consent. Her policy was cancelled effective that day and a cancellation letter was sent on January 20, 2016. We issued a refund of unearned premium in the amount of $36.76 on April 23, 2016. Another refund of unearned premium was issued on July 10, 2016 in the amount of $18.38.Ms. [redacted] stated in her complaint that she never received the refund issued in April for $36.76. We issued a refund check on April 23, 2016 which was cashed on May 16, 2016. We have included a copy of the cashed check in our supporting documents.We have reviewed the enrollment call from December 8, 2015. Our agent was transparent on the enrollment process and was granted authorization by Ms. [redacted] at multiple points during the call. However, in order to fully resolve this matter and because Ms. [redacted] did not use the policy, we have made the decision to cancel the policy back to the effective date and issue a full premium refund. She will receive a refund of $18.38 under a separate cover.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Joey Lopez, at 614.435.0138 or via email at [email protected],Julia S[redacted]Director of Operations
[redacted]This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy [redacted]When the policy renewed on July 16, 2017, a premium of $1,741.90 was billed to the account, as wellas a $1.00 auto theft...
state fee. On July 13, 2017, a $1.00 installment fee was billed to the account,increasing the premium to $1,743.90. A statement was then mailed on July 13, 2017, informing that apayment of $147.16 would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business day. The payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $1.00 installment fee was charged to the billing account, which increased thepremium owed to $1,597.74. A statement was mailed on August 14, 2017, informing that a paymentof $146.16 would be deducted from the bank account on September 6, 2017, or the next businessday. The payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $1.00 installment fee was charged to the billing account, which increasedthe premium owed to $1,452.58. A statement was mailed on September 12, 2017, informing that apayment of $146.16 would be deducted from the bank account on October 6, 2017, or the nextbusiness day. The payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccount. This resulted in an overpayment of $58.53, which was refunded to Ms. [redacted]’s bankaccount.The following information is from Mrs. [redacted]’s Agent Mark S[redacted] regarding the cancellation andrefund issued to Ms [redacted]:Ms. [redacted] called in on 10/3/17 and spoke with Joleen in our office to request the cancellation of herpolicy. Joleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms. [redacted] on 10/11/17, she said she had not received the cancellation form tosign. I verified the address, and resent the cancellation form. I said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation request. As of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms. [redacted] on 10/11/17 at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to her. I then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business days. I called Ms.[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/17 at 12:34PM, Ms. [redacted] called in to see what the result of the refund process wasbecause the amount refunded was far less than she expected. I told her I will call [redacted] to find outand get back to her.On 10/13/17 at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should be. I spoke to [redacted], and she said when Ms. [redacted] hadcalled in directly back in October 2015 to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms. [redacted] back on 10/13/17 at 1:05PM about the refund issues. I explained what [redacted] hadtold me and why she was not getting the amount back she was expecting. I told her that she was theone who had called in directly to [redacted], and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collected. She wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this way. I told her that being older and a woman has absolutely nothingto do with that. I gave her the phone number for [redacted] and her policy number for her to call.The total term amount owed for the policy from July 16, 2017 to October 3, 2017, including fees, was$380.95. The final payment that was drafted from the account in the amount of $146.16 on October9, 2017 paid for the earned premium up to the cancellation date of October 3, 2017. The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms. [redacted]’s bank account from which the automatic draftswere taken. All unearned premium was refunded to the account. Furthermore, an error has beenidentified in the handling of the policy. When the Agency was informed of Ms. [redacted]’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms. [redacted] to reimburse her for the $56.00.If you require further assistance, please contact Angela S[redacted], at ###-###-####5 or by e-mail at[redacted]Sincerely,George K[redacted]cc:Enclosures:
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]
Please find my response next to nationwide response in brackets:[Our records indicate Mr. [redacted] contacted our office on July 6,201 5 to apply for insurance coverage for his petCodi. Based on the information provided at the time of application, the policy was approved and becameeffective July 20,...
2015.]That is correct. First of all, thank you for responding to my complaint, as this is the first time you (Nationwide) has given me a response other than 'your claim is under process'[We received a claim on July 30, 2015 for the treatment dates of July 21,2015 to July 24,201 5. The claimsubmission included medical records from June 12, 2015 to July 24, 2015. The claim form stated "sclerosingencapsulating peritonitis" as the diagnosis. Due to the close proximity of the treatment date to the policy effectivedate it was necessary to request complete medical records in order to determine claim eligibility].So what, accidents happen. Along with my claim filed on July 30, 2015, I faxed 30 sheets of detailed medical documents to Nationwide. I also included my pets first and last healthy pet exam. These documents by themselves have been selfexplanatory and should have been sufficient to process my claim. I should not have been asked to clarify simplestatements that are already clear and especially when such clarifications directly impact in the claim to get unreasonably delayed (and realize that all through this, my pet is fighting for its life due to an unfortunate accident).[After contacting our office to determine what was required to process his claim, Mr. [redacted] submitted informationdated August 10, 201 5 clarifying his pet's last physical exam was performed on June 12, 201 5. The informationwas forwarded to Underwriting for review].Yes, but nothing happened after that. I had to call Nationwide 21 times for them to yet to again issue another so-called'clarification'.[Based on our review of the letter and medical records submitted, it was necessary to clarify the surgical findingswith the treating veterinarian. A questionnaire was faxed on September 11, 2015 to [redacted]
[redacted], to the attention of Dr. [redacted] The review completion is pending the questionnaire from Dr.[redacted]This is a serious problem. Dr. [redacted] had provided very detailed information in her clinical notes exactly addressing theconcerns of the so called yet again clarification questionnaire. Regardless, I contacted Dr. [redacted], and she confirmed that no such fax has been received by her. I had to contact Nationwide yet again and the customer servicestated they will try faxing again. Please realize, doctors are very important busy professionals (who play a life-saving role in lives of many), and their clinical notes should be treated as an artifact, and here I have to yet again run around various people and making sure my claim does not get stuck in oblivion (all for answering a question that they have already answered)and realize that all through this, I have here a sick dog, and his treatment has taken a back-seat while I struggle with the Nationwide on his very first claim. It must be noted that I have to file subsequent claims as well, and more importantly I have to focus on the treatment of my pet who is fighting for its life due to the accident. It is sad, that Nationwide has taken away the focus from my pets treatment and instead they have made me run around my insurance claim.[Mr. [redacted] indicated in his desired settlement that we stop misleading other consumers with blatantly wrongstatements. We are sorry Mr. [redacted] feels mislead and is dissatisfied with his policy. We do not believe we aremisleading to consumers and at the time of policy issuance mail a copy of the policy contract to the policyholderto allow them time to review the terms and conditions. Mr. [redacted] requested his policy be canceled after the claim is processed. We have accepted this complaint as hiswritten request to cancel and have canceled as of the date we received this complaint, September 11,2015. Thecancellation of his policy will not impact any review of the claim submitted]This is wrong. "First" my claim has not been processed and fully re-imbursed (in fact it has not been re-imbursed at all).Further, I have to file subsequent claims as well. And importantly if my premuim that I payed Nationwide is not re-imbursed (which it hasn't)then my insurance should not to be cancelled. But first, I want Nationwide to do its first job. Nationwide sings over and over: "Nationwide is on your (customers) side". Really? My pet is fighting for its life, and Nationwide is again and againasking for simple (non-sensical) clarifications that are totally unwarranted. I am highly disappointed yet again and dont expect anything better from Nationwide. I believe Nationwide does not have stomach to pay any claim, and it will continue this game of issuing clarifications after clarifications and endlessly delay processing my claim, till either my pet passes away, or I do, and then there will be no one left to address their clarifications and Nationwide can not only eat away the premium I already paid, while easily claiming that their clarifications were never answered, and thus their master rationale of their not paying any claim. I am very disappointed. [redacted]
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]
Please find attached documents. One is the official cancellation form that
was sent to me and signed via DocuSign directly from Amy Porton at
Nationwide. Not only will you see her name and the date (mine as well), but also the IP address.
As you can see, I requested and had cancelled my policy before the new
billing cycle and payment due took effect which was to start July 6th,
if I hadn't cancelled. The second
document is my new auto policy declarations page via State Farm Insurance. As you can see, this policy started on July 6th
2015. It's difficult to understand why
Nationwide wants to see the declarations page from my new insurer, as the
Nationwide policy was cancelled before any balance was owed and had I chose to
drive uninsured, it becomes a legal issue with the PA DMV and the police – not with
a business, insurance or otherwise. The only reason I can think
of, is Nationwide wants to see if I had insurance and not utilizing theirs (although the fault is with them for not processing the information).
However, if you refer to the cancellation form, you'd see that utilizing the policy beyond July 6th was
impossible from the start. Nevertheless,
both pages are attached and serve as concrete proof that I not only cancelled
the insurance before / by the time any new amounts were due, but that I had
also opened a new policy with another company, as mentioned. As a result, I wish for Nationwide to update
their records accordingly, cease any debt collection efforts, and remove
negative entries from my credit report
Regards,[redacted]
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,
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]
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]
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.
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]
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
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 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]
We have been in contact with our insured. We have offered to hire an engineer to inspection his roof for hail damage. Mr. [redacted] has agreed. Once the inspection has been conducted and the report received, we will follow up with Mr. Wolfe regarding the engineer’s findings.Thank...
you for allowing us to respond to our member.Sincerely,John S[redacted]Nationwide Property Claims Manager
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
We have received and reviewed Ms. [redacted] rejection to our original response concerningreimbursement of deductible.As stated in our original response, we have reviewed the phone calls between Ms. [redacted]and the claim associate. Upon review, we determined that the information provided to Ms.[redacted] was correct and the advancement of deductible from State Farm would be applyto the balance of repairs.During those phone conversations, the claim associate advised Ms. [redacted] that shewould not have out of pocket expenses; based on the understanding that her $1500.00deductible would come from State Farm.Ms. [redacted] elected to utilize her Collision coverage for repairs and vehicle assignmentwas sent to our preferred body shop for repairs. The claim associate explained that wewould pay the shop for repairs and she would need to pay the $1500.00 deductible (checkreceived from State Farm).We have confirmed with State Farm that $1050.00 was paid to her prior to completion of therepairs. Based on the information, we provided to Ms. [redacted] we will release payment forthe remainder of her deductible in the amount of $450.00.I spoke with Ms. [redacted] on August 4, 2016, and explained our findings and conversationwith State Farm and sent the remainder of her deductible in the amount of $450.00. I also advised of the next steps in the claim process.If you require further assistance, please contact our Customer Relations Coordinator,Christine G[redacted], at ###-###-#### or by email at g[redacted][email protected],Shonethia M[redacted]Claims Manager###-###-####[redacted]@nationwide.com
We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] states that she did not give authorization for our agent to start a policy for her pet. She is requesting a full refund for premium collected from her paycheck.Ms. [redacted] applied for the Major Medical...
Plan with a $250.00 annual deductible and a Pet Wellness Basic Rider for her dog [redacted] on December 8, 2015. The application was approved with an effective date of January 1, 2016.On January 19, 2016 Ms. [redacted] called our Customer Care department and said she had been enrolled without her consent. Her policy was cancelled effective that day and a cancellation letter was sent on January 20, 2016. We issued a refund of unearned premium in the amount of $36.76 on April 23, 2016. Another refund of unearned premium was issued on July 10, 2016 in the amount of $18.38.Ms. [redacted] stated in her complaint that she never received the refund issued in April for $36.76. We issued a refund check on April 23, 2016 which was cashed on May 16, 2016. We have included a copy of the cashed check in our supporting documents.We have reviewed the enrollment call from December 8, 2015. Our agent was transparent on the enrollment process and was granted authorization by Ms. [redacted] at multiple points during the call. However, in order to fully resolve this matter and because Ms. [redacted] did not use the policy, we have made the decision to cancel the policy back to the effective date and issue a full premium refund. She will receive a refund of $18.38 under a separate cover.Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, Joey Lopez, at 614.435.0138 or via email at [email protected],Julia S[redacted]Director of Operations
[redacted]This letter is in response to the concerns submitted to the Revdex.com regarding thecancellation and billing of the Nationwide Auto policy [redacted]When the policy renewed on July 16, 2017, a premium of $1,741.90 was billed to the account, as wellas a $1.00 auto theft...
state fee. On July 13, 2017, a $1.00 installment fee was billed to the account,increasing the premium to $1,743.90. A statement was then mailed on July 13, 2017, informing that apayment of $147.16 would be deducted from the bank account for which auto-draft had been set upon August 6, 2017, or by the next business day. The payment was drafted on August 8, 2017, whichdecreased the owed balance to $1,596.74.On August 12, 2017, a $1.00 installment fee was charged to the billing account, which increased thepremium owed to $1,597.74. A statement was mailed on August 14, 2017, informing that a paymentof $146.16 would be deducted from the bank account on September 6, 2017, or the next businessday. The payment was drafted on September 7, 2017, which decreased the owed balance to$1,451.58.On September 12, 2017, a $1.00 installment fee was charged to the billing account, which increasedthe premium owed to $1,452.58. A statement was mailed on September 12, 2017, informing that apayment of $146.16 would be deducted from the bank account on October 6, 2017, or the nextbusiness day. The payment was drafted on October 9, 2017, which decreased the owed balance to$1,306.42.On October 11, 2017, the Agency processed a cancellation for the policy effective October 3, 2017.The unearned premium for the policy, in the amount of $1,364.95, was removed from the billingaccount. This resulted in an overpayment of $58.53, which was refunded to Ms. [redacted]’s bankaccount.The following information is from Mrs. [redacted]’s Agent Mark S[redacted] regarding the cancellation andrefund issued to Ms [redacted]:Ms. [redacted] called in on 10/3/17 and spoke with Joleen in our office to request the cancellation of herpolicy. Joleen mailed her a cancellation form on that day, and explained she would cancel the policywhen she received the form back.When I spoke with Ms. [redacted] on 10/11/17, she said she had not received the cancellation form tosign. I verified the address, and resent the cancellation form. I said I would process the cancellationat that time effective 10/3/17, and wait to get the formal signed cancellation request. As of 3/9/18, Ihave not received her formal signed cancellation form back.I had also spoken with Ms. [redacted] on 10/11/17 at 7:45AM about the funds that were taken from herchecking account, and I told her I would check into seeing about a refund for the funds taken from heraccount and get back to her. I then called the [redacted] billing and Customer Service Center, and theysaid they would be putting the funds back in her account within two business days. I called Ms.[redacted] back at 8:55AM to tell her and told her I’ll keep an eye on the billing to see what happens.She seemed to be satisfied at that time.On 10/13/17 at 12:34PM, Ms. [redacted] called in to see what the result of the refund process wasbecause the amount refunded was far less than she expected. I told her I will call [redacted] to find outand get back to her.On 10/13/17 at 12:44PM, I called [redacted] billing because it seemed that the refund that was supposedto be returned was less than it should be. I spoke to [redacted], and she said when Ms. [redacted] hadcalled in directly back in October 2015 to request that her withdrawal date be changed to the 6th of themonth, it really makes it as though she is paying for the prior month and that is why she is not gettingher full refund back.I called Ms. [redacted] back on 10/13/17 at 1:05PM about the refund issues. I explained what [redacted] hadtold me and why she was not getting the amount back she was expecting. I told her that she was theone who had called in directly to [redacted], and asked for the date of withdrawal to be changed from the16th to the 6th of the month, which creates a lag in the way her premiums are collected. She wasupset, and said that she was being taken advantage of because she is an older woman, and that aman would never be treated this way. I told her that being older and a woman has absolutely nothingto do with that. I gave her the phone number for [redacted] and her policy number for her to call.The total term amount owed for the policy from July 16, 2017 to October 3, 2017, including fees, was$380.95. The final payment that was drafted from the account in the amount of $146.16 on October9, 2017 paid for the earned premium up to the cancellation date of October 3, 2017. The totalpayment made toward the policy was $439.48, which resulted in a refund in the amount of $58.53.The unearned premium was refunded to Ms. [redacted]’s bank account from which the automatic draftswere taken. All unearned premium was refunded to the account. Furthermore, an error has beenidentified in the handling of the policy. When the Agency was informed of Ms. [redacted]’s intent tocancel the policy, a cancellation of the autodraft from the bank account should have been offered.This was not completed, and as a result, the bank account was automatically billed the $146.16,which led to two insufficient funds fees being charged to the account, with a total amount of $56.00.Nationwide is issuing a check to Ms. [redacted] to reimburse her for the $56.00.If you require further assistance, please contact Angela S[redacted], at ###-###-####5 or by e-mail at[redacted]Sincerely,George K[redacted]cc:Enclosures:
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]
Please find my response next to nationwide response in brackets:[Our records indicate Mr. [redacted] contacted our office on July 6,201 5 to apply for insurance coverage for his petCodi. Based on the information provided at the time of application, the policy was approved and becameeffective July 20,...
2015.]That is correct. First of all, thank you for responding to my complaint, as this is the first time you (Nationwide) has given me a response other than 'your claim is under process'[We received a claim on July 30, 2015 for the treatment dates of July 21,2015 to July 24,201 5. The claimsubmission included medical records from June 12, 2015 to July 24, 2015. The claim form stated "sclerosingencapsulating peritonitis" as the diagnosis. Due to the close proximity of the treatment date to the policy effectivedate it was necessary to request complete medical records in order to determine claim eligibility].So what, accidents happen. Along with my claim filed on July 30, 2015, I faxed 30 sheets of detailed medical documents to Nationwide. I also included my pets first and last healthy pet exam. These documents by themselves have been selfexplanatory and should have been sufficient to process my claim. I should not have been asked to clarify simplestatements that are already clear and especially when such clarifications directly impact in the claim to get unreasonably delayed (and realize that all through this, my pet is fighting for its life due to an unfortunate accident).[After contacting our office to determine what was required to process his claim, Mr. [redacted] submitted informationdated August 10, 201 5 clarifying his pet's last physical exam was performed on June 12, 201 5. The informationwas forwarded to Underwriting for review].Yes, but nothing happened after that. I had to call Nationwide 21 times for them to yet to again issue another so-called'clarification'.[Based on our review of the letter and medical records submitted, it was necessary to clarify the surgical findingswith the treating veterinarian. A questionnaire was faxed on September 11, 2015 to [redacted]
[redacted], to the attention of Dr. [redacted] The review completion is pending the questionnaire from Dr.[redacted]This is a serious problem. Dr. [redacted] had provided very detailed information in her clinical notes exactly addressing theconcerns of the so called yet again clarification questionnaire. Regardless, I contacted Dr. [redacted], and she confirmed that no such fax has been received by her. I had to contact Nationwide yet again and the customer servicestated they will try faxing again. Please realize, doctors are very important busy professionals (who play a life-saving role in lives of many), and their clinical notes should be treated as an artifact, and here I have to yet again run around various people and making sure my claim does not get stuck in oblivion (all for answering a question that they have already answered)and realize that all through this, I have here a sick dog, and his treatment has taken a back-seat while I struggle with the Nationwide on his very first claim. It must be noted that I have to file subsequent claims as well, and more importantly I have to focus on the treatment of my pet who is fighting for its life due to the accident. It is sad, that Nationwide has taken away the focus from my pets treatment and instead they have made me run around my insurance claim.[Mr. [redacted] indicated in his desired settlement that we stop misleading other consumers with blatantly wrongstatements. We are sorry Mr. [redacted] feels mislead and is dissatisfied with his policy. We do not believe we aremisleading to consumers and at the time of policy issuance mail a copy of the policy contract to the policyholderto allow them time to review the terms and conditions. Mr. [redacted] requested his policy be canceled after the claim is processed. We have accepted this complaint as hiswritten request to cancel and have canceled as of the date we received this complaint, September 11,2015. Thecancellation of his policy will not impact any review of the claim submitted]This is wrong. "First" my claim has not been processed and fully re-imbursed (in fact it has not been re-imbursed at all).Further, I have to file subsequent claims as well. And importantly if my premuim that I payed Nationwide is not re-imbursed (which it hasn't)then my insurance should not to be cancelled. But first, I want Nationwide to do its first job. Nationwide sings over and over: "Nationwide is on your (customers) side". Really? My pet is fighting for its life, and Nationwide is again and againasking for simple (non-sensical) clarifications that are totally unwarranted. I am highly disappointed yet again and dont expect anything better from Nationwide. I believe Nationwide does not have stomach to pay any claim, and it will continue this game of issuing clarifications after clarifications and endlessly delay processing my claim, till either my pet passes away, or I do, and then there will be no one left to address their clarifications and Nationwide can not only eat away the premium I already paid, while easily claiming that their clarifications were never answered, and thus their master rationale of their not paying any claim. I am very disappointed. [redacted]
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]
Please find attached documents. One is the official cancellation form that
was sent to me and signed via DocuSign directly from Amy Porton at
Nationwide. Not only will you see her name and the date (mine as well), but also the IP address.
As you can see, I requested and had cancelled my policy before the new
billing cycle and payment due took effect which was to start July 6th,
if I hadn't cancelled. The second
document is my new auto policy declarations page via State Farm Insurance. As you can see, this policy started on July 6th
2015. It's difficult to understand why
Nationwide wants to see the declarations page from my new insurer, as the
Nationwide policy was cancelled before any balance was owed and had I chose to
drive uninsured, it becomes a legal issue with the PA DMV and the police – not with
a business, insurance or otherwise. The only reason I can think
of, is Nationwide wants to see if I had insurance and not utilizing theirs (although the fault is with them for not processing the information).
However, if you refer to the cancellation form, you'd see that utilizing the policy beyond July 6th was
impossible from the start. Nevertheless,
both pages are attached and serve as concrete proof that I not only cancelled
the insurance before / by the time any new amounts were due, but that I had
also opened a new policy with another company, as mentioned. As a result, I wish for Nationwide to update
their records accordingly, cease any debt collection efforts, and remove
negative entries from my credit report
Regards,[redacted]
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] ###########
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]
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]
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]
###-###-####
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]
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
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 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]
We have been in contact with our insured. We have offered to hire an engineer to inspection his roof for hail damage. Mr. [redacted] has agreed. Once the inspection has been conducted and the report received, we will follow up with Mr. Wolfe regarding the engineer’s findings.Thank...
you for allowing us to respond to our member.Sincerely,John S[redacted]Nationwide Property Claims Manager
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
We have received and reviewed Ms. [redacted] rejection to our original response concerningreimbursement of deductible.As stated in our original response, we have reviewed the phone calls between Ms. [redacted]and the claim associate. Upon review, we determined that the information provided to Ms.[redacted] was correct and the advancement of deductible from State Farm would be applyto the balance of repairs.During those phone conversations, the claim associate advised Ms. [redacted] that shewould not have out of pocket expenses; based on the understanding that her $1500.00deductible would come from State Farm.Ms. [redacted] elected to utilize her Collision coverage for repairs and vehicle assignmentwas sent to our preferred body shop for repairs. The claim associate explained that wewould pay the shop for repairs and she would need to pay the $1500.00 deductible (checkreceived from State Farm).We have confirmed with State Farm that $1050.00 was paid to her prior to completion of therepairs. Based on the information, we provided to Ms. [redacted] we will release payment forthe remainder of her deductible in the amount of $450.00.I spoke with Ms. [redacted] on August 4, 2016, and explained our findings and conversationwith State Farm and sent the remainder of her deductible in the amount of $450.00. I also advised of the next steps in the claim process.If you require further assistance, please contact our Customer Relations Coordinator,Christine G[redacted], at ###-###-#### or by email at g[redacted][email protected],Shonethia M[redacted]Claims Manager###-###-####[redacted]@nationwide.com