Nationwide

One question if there was no coverage why was the customer not told when she called nationwide Client called to file claim while we were talking to cop at sceneWhen did the clients insuance end Regards, [redacted]

I spoke with a representative prior to my due date and she reiterated that my payment wasn't due until the 18th of AugustI go online on the 17th of August to make my payment and it's not showing me my auto insurance, just my renters insuranceI call one of the representatives on the line to find out that my policy had cancelled on the 13th of August and that I have been riding around with NO INSURANCE for a week! I am (word rejected) off/livid because when I called in the representative was rude, short, and could give a care that this has happenedI went to online to get quotes from other auto insurers, but because Nationwide showed me with a lapse in coverage, anything reasonable went to outrageous! So I call nationwide and attempt to make a payment, well after ($) times of giving her my cc information, it finally went through due to their systems being down! This has been a horrible experience and as of right now policy still shows "cancelled"! I've been a long time customer with them and I am so dissatisfied!

It's convenient that the only recorded conversations are those after conversations we had with the NW rep before they transferred us to the subsidiary companyMy mother and I did speak with a NW REP & we did inquiry about comp insurance, collision insurance, & the lien holder before we were directed to SpecialityWe were under the assumption the policy had collision, this is why we agreed without question What you are suggesting is that we are uninformed consumersWe are not! We know the law! It is against the law not to have insurance on a car when it has a lien holder regardless the age, it must have collision to protect the lien-holder & the consumer Obviously that's not NW CONCERNNot informing consumers is advertisementWe know what happenedJust because they won't admit it doesn't mean it didn't happened Regards, [redacted]

People should know what they are getting Advertise 90% return on claims Actually get back around 50%-60% The numbers they use are way off Pet had torn ACL lowest price was $2400, most vets charge $3000-$ VPI allocates $ Asked to give me the name of Vet in the USA that will do the surgery for $and they said they could not give those names out They pay 90% of $ Very misleading and advertising

this policy had been in effect for years, the same policy number, the same insured drivers Mistake 2, I did not purchase a new policy in January, I renewed an existing policy I did not put 20% down, my premium was divided into six month installments, of similar amounts, as it had been for the previous years I believe Nationwide is preventing fair competition by punishing me for taking advantage of a competitors 30% reduction for the same product If I had neglected to pay Nationwide and they canceled me, this would not be a problem I am sorry that in today's economy I am forced to cut corners wherever I can find them Regards, [redacted]

We disagree with Nationwide’s assessment of liabilities, so is our insurance company ( [redacted] )Our insurance company determined Nationwide’s client is 100% responsible We are going to use our insurance to repair the car and [redacted] will try to recover payment from Nationwide Contacting Revdex.com is a step that we hope will make Nationwide be more objective in their assessmentUnfortunately Nationwide is intransigent This is not words against wordsWe have facts below: [redacted] admitted his fault by offering to pay me cash if the damage is not too great Nationwide representative confirmed that [redacted] said he did not see my car and he backed into my car I called the police (who did not show up) at the sceneThe police suggested that the person who was responsible for the accident needs to give his insurance information, driver’s license, license plate and phone number to the other person who was not responsible for the accidentSo I took a photo of [redacted] ’s insurance card, while [redacted] did not ask for mine at all This provides further evidence of liability of Nationwide’s insured client On March 18th at 11:48am Pacific Time, a Nationwide representative called me (the number he called from is ###-###-####)He said that he reviewed the case and felt assigning me 30% of liability is too high Based on the facts, Nationwide’s client is 100% responsible for this accidentI am contacting Revdex.com to dispute the liability, but also report the Nationwide’s dishonesty in this case We also filed the complaint against Nationwide to [redacted] State Office of the Insurance Commissioner (OIC) about their totally dishonest and unprofessional way of conducting businessTo avoid compensating our damage in the accident, Nationwide changed their stories several times In our complaints to OIC, we urged OIC to protect the interest of [redacted] State residents, and put pressure on Nationwide to correct its dishonest behaviorWe also urged OIC to examine if Nationawide complies with [redacted] State’s laws and regulations, and to examine if Nationwide and its employees have a pattern of dishonest and unethical behavior and prosecute them to the fullest extent of the laws of [redacted] State Regards, [redacted] ***

[redacted] *** [redacted] [redacted] [redacted] Nationwide strives to provide great customer service to all of our customers I have investigated the issues in your inquiry dated March 7, and the following response was received from the agent [redacted] in regards to [redacted] ’s complaint [redacted] and/or [redacted] spoke with NSS (Nationwide Sales Solutions) several days prior to contacting my office In the log notes listed below, [redacted] was very clear about his coverage and what he wanted The information contained in the notes from NSS (below) is in-line with the conversation I had with *** He called my office and was upset because he did not know who he had spoken to and he wanted to begin his policy He even stated, my Sales Manager had spoken with him and was going to call back with the rate, but never did Here at Nationwide, Sales Managers do not write quotes [redacted] was so concerned with getting the rate close to his prior quote of $that he did not want to make any special changes to the quote At that time, we called PLSC (Personal Lines Service Center) to try to locate the quote or find out who the quoting agent was but was unsuccessful I explained to ***, as I do with all of my clients, I am an ex-adjuster and I do not want a client upset with me because I did not explain coverage I have been an adjuster on the other side and have dealt with an upset client who thought they had a specific coverage and did not So I pride myself on explaining things and making sure my clients know what they have [redacted] stated exactly what coverages he wanted He was very clear with the coverage and understood how they worked He knew he wanted 25/50/25, $deductible, etc In my agency, we do not quote state minimum limits unless the client wants it Of course, we have policies with those limits but we have more polices in our book with 100/300/and 500/500/100, not state minimum limits Also, as far as the deductibles, I suggested changing them or choosing the vanishing deductible package but he did not want it Customer Contact Log: 1/14/- [redacted] called into get a quoteThe quote was for [redacted] and [redacted] He requested coverage on vehicle, a Chevy CamaroHe was requested a $ded and 25/50/liability limitsHe said he wanted to keep it as low as possible, but wanted RSA (Roadside Assistance) as wellThe agent provided a rate of $The member requested to provide his banking information to have the policy started on 1/23/They agent advised that he could not take that information until they were going to process the paymentThey set a follow up for 1/22/to take payment and set up the policy 1/20/- [redacted] called back again and spoke with another CSRHe again advised that he needed his policy information and that he gave his payment information to be drafted on 1/22/The CSR tried to pull up any information but could not find anythingHe said he spoke with someone else about this as well and gave the phone number ###-###-####The CSR was unable to find anyone connected to that number but said that it may have been a local agent [redacted] said again that the original agent told him his policy was started, but he could take his payment information (FYI - the agent on 1/14/never stated he started the policy)The CSR advised that policies are not created or started until the down payment was takenThe CSR tried to contact sale, but they were closedThe conversation ended shortly after 1/21/- [redacted] called back and spoke with a CSR to get his policy informationOnce again, the CSR was not able to find any information on the policy (because a policy was never written)The CSR transferred [redacted] to Sales to review the "policy." The agent advised that the policy was not startedIt was just a quote until the down payment was made The member requested the policy numberThe agent advised that there was no policy numberShe also saw the quote noted with an unacceptable loss history and said she would reach out to the original agent to see what that was aboutShe advised the agent would call her right back We had a lengthy conversation over the phone regarding glass coverage Neither client addressed any concerns with glass during our conversation When issuing a policy, I always try to explain coverage and did so with *** He knew exactly what he wanted He did not want to lower deducible (I explained them); he did not want accident /minor violation forgiveness or medical pay (I explained both of those) Again, [redacted] wanted to get as close to the $as he was quoted One or two days before the storm [redacted] called We have just recently opened our new location I want people to know we are available for them in their time of need I had [redacted] call new clients and let them know we will be there if they need us During the conversation with ***, [redacted] mentioned she had trees over her parked car (may not be the exact words) and asked if she had coverage for her windshield [redacted] told her, there is coverage but she has a deductible This was the first mention of the windshield I received a call from [redacted] After the storm, I received a call from [redacted] , she wanted to know about glass deductibles I explained to her the glass is covered under the comprehensive coverage in the policy She kept saying that we offer a special glass deducible but I was unaware of this offer She then stated she was from Ohio and we offer separate glass deductible I told her I would find out but I was unaware of any special deductible She did not like the fact that her deductible for the glass was $because the replacement cost of the window was a little shy of the deductible amount Follow up I have spoken with both clients twice since the storms I have suggested on more than one occasion they change their deductible but as of 3-10-they still have not I told [redacted] in our last conversation, if something was to happen to the back window we would be in the same situation She still did not want the change I have tried to explain the coverage and suggest changes on the policy but it has been difficult From the very beginning with NSS the quotes reflected a $deductible I spoke with [redacted] more than a week later for the first time and was told the same thing Complaint regarding rude associate During my conversation with [redacted] on February 26, 2014, she advised me of her concerns regarding her conversations with two of my associatesI apologized to [redacted] and explained that they are required to obtain permission to speak to anyone who is not a named insured and that this wasn’t meant to upset her I advised I would address the situation appropriately and review it with my associates This has been done and the matter has been closed Complaint regarding settlement of claim This claim was reported to Nationwide on 02/13/as a windshield glass damage claimThe glass damage was inspected and it was determined that the windshield could not be repaired and needed to be replacedThis type of damage falls under our policyholder’s comprehensive coverageThe policyholder elected a comprehensive deductible of five hundred dollars when the policy was inceptedBased on our policy if the windshield cannot be repaired and needs to be replaced, the full comprehensive deductible is owedThe cost to replace the windshield falls below our policyholder’s deductible so no payments were issued for this loss If you have any further questions please feel free to contact us Respectfully, [redacted] [redacted] ###-###-#### [redacted] ###-###-#### [redacted]

[redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] This letter is in response to the complaint filed with your agency by [redacted] regarding the balance due on her Auto policy Ms [redacted] initiated an Auto policy in [redacted] effective July 31, This policy has been serviced by the [redacted] *nsurance Group in [redacted] This agency is not licensed in [redacted] , so they are unable to service the member for a new policy in that state The notes on the policy state that [redacted] attempted to make a policy change on February 26, via the internet; however, the change could not be processed due to the vehicles being garaged out of state [redacted] was advised to contact her local Nationwide agent or call ##### (###-###-####) The notes state that she called the Service Department and was transferred to the [redacted] *nsurance Group for additional assistance The agency submitted a request for the Auto policy to be internally transferred from [redacted] to [redacted] On March 6, 2014, a note was placed on the [redacted] Auto policy advising that an internal transfer of the Auto policy from [redacted] to [redacted] could not be completed The states are located in two different regions and need to be written in two different Nationwide companies The [redacted] policy is written through “Nationwide” where as the [redacted] policy would need to be written through “Allied” appropriately The notes states that a communication was sent to Nationwide’s retention team to assist the member with this request An outbound call was made to [redacted] on March 20, by a Retention agent regarding the transfer of the Auto policy A voicemail was left congratulating [redacted] on her move to [redacted] The agent advised that her policy was ready, but a returned call was requested to discuss the premium and make the member aware of some changes on the Auto policy A returned call from [redacted] to discuss the finalization of the Auto policy was not identified In the meantime, [redacted] continued to make policy changes online and worked with her local agent in [redacted] per additional notes on the policy The Auto policy renewal date was January 31, and was cancelled effective July 26, During this time period a total of $was charged for coverage provided A total of $was received in payments and three $service fees were charged The total charged of $plus $in fees minus $total payments received equals $ A balance due bill was sent on August 1, which we have included with the response If you should have any other requests or questions regarding this matter, please contact me at ###-###-####, Ext#### Sincerely, [redacted]

[redacted] [redacted] Enclosed is a letter and copys of return stop checks from Harleysville Seems as thought theyre playing gamesfirst they say the mailbox hade depreciated three hundred dollars, now theyre sending a check for $ We feels as if we're losted if we cannot get Basillie the Estimation [redacted] gave to us We have been trying to get settle with Harlesyville for almost nine months with the ware and tare stress we been threw "Bounce stop payment checks" we have to pay for them I enclose all the paper they sent me so you can truely see what were dealing with I thank you for all you have done in this claim for us I hope and pray that when this is over this company will never treat another person in his manner Thank you, [redacted]

[redacted] *** [redacted] [redacted] ** Thank you for the opportunity to respond to the Revdex.com regarding claim number ###### for [redacted] and to address his concerns about the claim Victoria Fire & Casualty DBA Titan has already responded to the complaint through the State of [redacted] Department of Insurance and has appropriately addressed all concerns on [redacted] diminution claims for damages to his Volkswagen Sincerely yours, [redacted] Phone: ###-###-####

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 processWe 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.comSincerely,Christopher H***Claims ManagerNationwide ###-###-#### [redacted] @nationwide.com

[redacted] *** [redacted] [redacted] [redacted] *** Thank you for your recent inquiry regarding a complaint you received from [redacted] *** As [redacted] , CSSS Customer Resolution & Response, I have reviewed his policy file and would like to address [redacted] ***’s concernsIf I do not provide the information you need for this matter, please do not hesitate to let me know The concern regarding the time service Our records indicate [redacted] contacted our Service Department on May 17, 2014, to cancel the Automobile policy Our Service Representative advised that a cancellation form would need to be filled out The form was received and the cancellation of the policy took place on May 27, and was made effective May 17, The concern regarding service errors [redacted] called our Service Department and advised that a payment of $had been deducted from his bank account causing an overdraft chargeThe Service Representative had sent the cancellation form but had not stopped the May draftAt that time, the Service Representative asked for a copy of the members’ bank statement to return the overdraft fees that Nationwide had caused On May 30, a bank statement was received from [redacted] which indicated there was one $fee The concern regarding the refunds Once the policy was cancelled, a refund of $was sent on June 2, The check number is########The check was mailed to [redacted] A refund of $will be sent on June 13, to address the overdraft fee charged If there are any other fees associated Nationwide withdrawing payment of $on May 17, 2014, [redacted] can forward a copy of the bank statement to email address [redacted] or fax to ###-###-#### Thank you for bringing this matter to our attention We trust this will resolve all pending concerns If you should have any other requests or questions regarding this matter, please contact me at ###-###-####, Ext######### Sincerely, [redacted] CSSS Customer Resolution & ResponseNationwide Insurance Companies

Hello, Please excuse my writing; English is not my first languageHello, my name is [redacted] This is an honest and truthful review of my experience with Nationwide Insurance Corporation BEHIND CLOSED DOOR For the record, I have always PROCLAIMED AND MAINTAINED MY INNOCENCEI was involved in an accident with a Nationwide driver on April 29, This accident happened between the intersection of [redacted] and [redacted] ***This case was between a years old driver versus a years old wordEssentially, it was a he said, she said kind of thingFor the record, Nationwide driver claimed to be traveling WESTBOUND ON [redacted] as it was stated in the police report and Nationwide arbitration file claimHowever, the collision photo where the two vehicles collided showed that Nationwide driver vehicle was traveling on [redacted] and NOT ON [redacted] as Nationwide driver claimedWhat if I never took the collision photo @Nationwide? How could Nationwide driver claimed to be traveling on [redacted] when the collision photo where the two collided showed Nationwide driver vehicle was on [redacted] ***? The collision photo is a direct contradiction to Nationwide driver’s claimedWhat happens to when a person is caught lying, he or she loses all creditability? @Nationwide For the record, in my written and recorded statements, I stated that Nationwide driver told the police officer that I ran the red lightHowever, the collision photo where the two vehicles collided showed that I was less than ¼ of the way into the intersectionThe damage of my vehicle was on the front bumper of my carIf I “supposedly” had ran the red light as Nationwide driver claimed, wouldn't the damage to my vehicle happened in the middle or the back of my car and not to my front of my bumper of my carAs a years old unemployed student driver, I had to use my student loan to pay my deductible and my mother had to use her savings to pay for the increase/raise in my insurance rateHOW COULD NATIONWIDE CORPORATION STILL STAND BEHIND A NATIONWIDE DRIVER WHEN THE COLLISION PHOTO SHOWED THAT NATIONWIDE DRIVER WAS TRAVELING ON [redacted] AND NOT ON [redacted] AS IT WAS STATED IN THE POLICE REPORT AND NATIONWIDE ARBITRATION FILESHAME ON YOU NATIONWIDE CORPORATION FOR NOT HAVING THE HONOR AND INTEGRITY TO DO THE RIGHT THING!!! @NATIONWIDE CORPORATION FOR THE RECORD, I HAVE ALWAYS PROCLAIMED AND MAINTAINED MY INNOCENCEI sincerely and genuinely hope that [redacted] , my used to be favorite quarterback, sees my honest and truthful review of my experience with Nationwide Corporation BEHIND CLOSED DOORThank you for your time and reading my honest and truthful review of my experience with Nationwide Corporation BEHIND CLOSED DOOR

This letter is in response to your August 26, inquiry regarding the above-referenced claimThis claim resulted from an auto accident that occurred on July 31, in [redacted] The claim was reported to us on August 4, We promptly initiated our investigation into this accident on the same day and were able to speak to both our insured and the complainantThe loss involves a International Pro Star tractor, VIN [redacted] , owned by our insured which was being operated by [redacted] Mr [redacted] changed lanes and collided with the complainant’s vehicleLiability for the accident is not contested; however, coverage for the accident was pending as the International Pro Star tractor was not listed on the policy at the time of the accident.Scottsdale Insurance Company provides [redacted] ***with coverage under Policy No [redacted] , effective August 7, through August 7, Among other coverages, the policy provides liability coverage for specifically described autos as well as newly-acquired and temporary substitute vehiclesComplainant: [redacted] Both our insured and the complainant were advised that coverage was pending for this lossWe have also been in contact with, and provided the status of our coverage investigation to, the complainant’s insurance agent, [redacted] with Tompkins Insurance Agencies, Inc., on August 13th and August 27th as well as the complainant’s son, ***, on August 25thIt is our objective to return all calls within one business dayToday, August 31st, we have been able to confirm the International Pro Star tractor involved in this accident will be added to the policy as a scheduled auto prior to this accidentAs coverage has now been confirmed, we have issued payment to the complainant for their estimated damages and also advised them today that payment is forthcomingShould you require any further assistance in this matter, please contact our [redacted] , Patty G***, at ###-###-#### or via email at [redacted] Sincerely,Norm S [redacted] ###-###-#### ###-###-####

Thank you for the opportunity to respond to the Better Business Bureau regarding policy number for Mr [redacted] and to address his concerns about the policy On 09/14/2015, Mr [redacted] purchased a six month insurance policy from the National Consumers United LLC with a bill plan of 25% down and installmentsMr [redacted] requested to have his spouse, [redacted] excluded from the policyA signed exclusion form is required On 09/15/2015, a memo was mailed to Mr [redacted] requesting a signed exclusion form for [redacted] The memo stated that if the exclusion form was not received, the policy would be cancelled On 10/23/2015, no exclusion form was received and the policy was set to cancel effective 11/27/A Cancellation Notice was mailed to Mr [redacted] On 11/27/2015, no exclusion form was received and the policy cancelled per the 10/23/notice I trust that I have addressed the issues within Mr [redacted] ’s complaint If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W [redacted] , [redacted] ***, or by email at [redacted] @nationwide.com Sincerely,

[redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] Your inquiry of June 19, has been referred to me for review and response On March 1, 2014, the insured wrote this policy via Nationwide Sales Solutions with an inception date of March 1, The quoting/binding process totaled one hour as the insured was receiving an auto quote, as well as a tenant policy quoteThere were four occasions during the call when the agent had to put the member on holdThese occasions were as follows: To run reports and confirm the information that was being pulled into the quoting system To email the insured the [redacted] Act documents pre-bind as required by the Commonwealth of [redacted] To update the lien information and confirm the vehicle identification information with the quoting system To manually fax the tenant quote to the insured as the agent was having trouble with the faxing program in the computer Each time the insured was placed on hold, the agent explained why he would be holding and then the results of the hold As part of the new business underwriting review, on March 7, 2014, Nationwide received a referral for [redacted] being an undisclosed member of the householdOn March 26, Nationwide requested information confirming that [redacted] is in the household or has regular access to the insured vehicle(s)By April 22, 2014, no response had been received regarding the household member When writing a standard auto policy in [redacted] , Nationwide is required to rate or exclude all members of the household of driving age on the auto policyDuring the quote, the insured advised that he lives in the household with his parents and is listed on their auto policyThe only person disclosed on the policy at the time of application, other than his parents, was [redacted] This is the same driver that is currently listed on the policyAt no time during the quote or bind process did the insured disclose that his sister, [redacted] resides in the household [redacted] signed the application agreeing to the following statements: “All operators and drivers who may operate the vehicle identified in this application or may have access to the vehicle for the purposes of operating and /or driving the vehicle and all persons residing at the address listed on this application and at the garaging address of said vehicle have been disclosed and listed on this or another Nationwide application, with the exception of resident parents or grandparents insured with a company other than Nationwide.” “Failure to disclose a driver or member of the household will be considered material misrepresentation and may constitute grounds for denial of coverage.” On April 28, 2014, a Notice of Cancellation was mailed to the insured advising that the policy would be cancelled effective May 21, The letter advised that the policy was being cancelled for failure to disclose [redacted] as a driver on the policy On May 2, 2014, the insured contacted Nationwide as he had received the cancellation noticeHe mentioned also receiving an email from Nationwide that included a Named Excluded Operator endorsement for his sister, [redacted] He told the representative that he returned the signed endorsement to NationwideThe representative confirmed that the number he sent the form to was a phone number, not a fax numberThe member re-sent the form to Nationwide that same dayUpon review of the form, it was noted that the excluded operator never signed the form, making it invalidA valid copy of the endorsement was not received prior to the cancellation On June 9, 2014, the insured returned a valid copy of the Named Excluded Operator endorsementHowever, the policy was unable to be retained as it had cancelled on May 21, If the insured would like to obtain a new auto insurance policy, he’s welcome to call Nationwide Sales Solutions at 877-On-Your-Side to obtain a quote If you require further assistance, please contact our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] Sincerely, [redacted] Nationwide Mutual Insurance Company ###-###-####

Nationwide is my homeowner's insurance carrier at this time and unfortunately dealing with Nationwide has been the worst Insurance experience I have ever hadweeks ago I had a large tree fall on my home and Nationwide has done nothing but drag their feet and make excuses and delays even though the claim is valid and I have coverageAs a result I have a home with a destroyed roof and ceilings inside the home and no results as of yetI contacted the Nationwide customer advocate and never heard a peep backNext step is to file an actual Revdex.com complaint and a complaint with the insurance commissioner for my state Absolutely would not recommend using this company for insurance

[redacted] I read the entire paragraph response by NW, I called the relation manager To confirm who authored that reply, I left a message when the recording indicated " [redacted] " would not be available until 12-22-As [redacted] was the most involved NW employee I will refer to him or NW as the case may beI oppose most of NW's handling of the repair and their lengthy replyIn Paragraph " NW offered days additional over his purchased coverage" I include [redacted] ***'s email to me (3-17-14) "approved for three days" Also in Paragraph " your vehicle will be ready on or about Feb"see ***'s emails ( 3-13) " I will be visiting shop tomorrow to check on status of repairs") this is almost a month past promise date and he is merely '' checking status"Further please see NW's shop emails (3-19) and ( 4-1) and ( 4-25)All delays, all unnecessary if repair were prompt and correctNow we are in April 25, and my car must be at NW's shop, and [redacted] for continued Work on original repairSadly this is days from accidentIn a NW shop email (3-31) They state "Sorry for delay we are in process of ordering another part." [redacted] stated the delay of piwas due in part to me, for refusing to pick up a car that That was completely drivableThis claim by a "professional" is unrealisticThe "cosmetic trim " is factory installed, ordered by original customer, if driven as suggested by NW, salt, water, Dirt would get into cavities inside the four fenders and create havoc in future erosion, wiring Electrical shorts and more, they are basically rings, I worked for NASA for a brief period, Ring failure can lead to terrible failureAlso NW shop's [redacted] said he tried - Different companies each time they did not matchThat would be mile round trips from [redacted] to [redacted] , X 5,miles, yes [redacted] expected me to this while driving A car on winter roads, many times covered in saltI refused Paragraph NW states my transmission went through "extensive testing" No it did notI asked [redacted] to do a simple magnet test to see if there were any metal shreds see email ( 2-3) He ignored my requestAlso in paragraph NW admitted one Hub could have been damaged In the original accident, see receipt (4-11)This represents a point in time over three months From original call, days, and we have been driving a noisy vibrating car, they finally get one Of many issues fixedApril 25,days, almost an year old car we need to bring it back For original repair defects see (4-25)The value of our car has been reduced to nearly because NW put us through trips, They were determined this guy [redacted] wants his car totaled so we must not let him be rightI advertised on a great site 'Auto traders', took a VIP add had over 30,views not one (1) call with any offerTerrible, we must try to use the car ourselves, we have no optionsWhat a ShameThere is more, but I respect your indulgence this far Sincerely [redacted] *** ###-###-#### P.SYes, the car still vibrates more than it did prior to loss(12-3-14) Many of emails enclosed are meant to prove "They" said those statements

[redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] * [redacted] [redacted] This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted] *** Nationwide has reviewed this file and the concerns expressed by [redacted] ***In this response we will address: the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle The repair process did take longer than expected The repair delays were caused by multiple factors Nationwide allowed this customer days additional rental car expenses over his purchased coverageWe also recognize that some delays were out of the control of Nationwide Insurance and the repair facility The date of the accident was December 31, which is during the holiday season Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activityOne of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part The vehicle was ready for pickup on or about February 21, The only thing left to complete the repair was an after market trim molding that attaches to the fender The part does not affect the drivability, functionality or safety of the vehicleIt is strictly a cosmetic trim moldingThe replacement part was not available anymore so a new set of four had to be special orderedWe offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed [redacted] refused to receive the vehicle back until that cosmetic part was received and installed Nationwide is not aware of any repair issues or any new discovery of accident related damageI responded to the [redacted] Chevrolet dealership to address a number of concerns of [redacted] *** [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing It was determined that there was nothing wrong with the transmission or any of the repairs completedIn fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications As a result of the diagnostic testing there were a few general maintenance items that needed attention, but nothing was related to the accidentThe items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident, and the brakes and rotors should be replacedNationwide conceded to pay for the hub as it could have been damaged by the accident, but the brakes and rotors are maintenance items on the vehicle and have worn out over time Nationwide did not offer to pay for the brakes and rotors [redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted] *** It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered The vehicle was brought in to the shop, it was put up on a lift, and the undercarriage, suspension and drive-train were all inspected There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle [redacted] signed a repair authorization / election form at the repair shop, and could have at any time told the shop he was not going to repair his vehicle there This did not happen, so the repair shop moved forward with the repairs? All delays were addressed and Nationwide has paid a fair amount for the rental [redacted] has Loss of Use (rental) coverage limits of $per day, with a maximum coverage of Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity [redacted] chose to purchase additional insurance coverage on the rental vehicleThis contributed to additional expenses related to his rental contract The value of the vehicle was determined by running the CCC evaluationThe evaluation method is approved by the [redacted] Department of Financial ServicesThe value stated on the evaluation is $18,The complete damage estimate is $ The damage ratio to value is 59.73% to valueIn the state of [redacted] ***, [redacted] ** indicates a vehicle should be considered a total loss when the estimate exceeds 75% Nationwide will continue to address the concerns of [redacted] ***All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director [redacted] on more than one occasionOur position has always been that if there are additional damages that are attributable to the December 31, accident we will address themThere has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:AM and 4:PM

We are in receipt of your request for information regarding the above referenced fileMs [redacted] is requesting a refund in the amount of $representing premium deducted from her payroll checkAccording to a review of our files, on December 22, Ms [redacted] contacted our office to cancel her policy as she had given the pet awayDuring the discussion it was discovered Ms [redacted] actually had two policies for the same pet.- Policy [redacted] applied for by speaking with an agent on November 4, - Policy [redacted] applied for via our online enrollment center on October 22, For both enrollments Ms [redacted] opted to pay for the policy premium through payroll deductionsThis means her premium deductions would be taken from her paycheck by her employer and transferred to Nationwide through a Third Party AdministratorBoth polices were set to become effective January 1, During the call on December 22, Ms [redacted] requested her policy be cancelledThe cancellation transaction for both policies was completed in our system on December 23, and the information forwarded to the Third Party AdministratorPlease note at the time of cancellation and as of the date of this letter, no premium has been received from the Third Party AdministratorWe have reached out to the Third Party Administrator and confirmed the cancellation requests (stop premium deductions) have been processed and that two billings of $are outstandingAlthough Ms [redacted] ’s company deducted the premium from her check, the money has not been received by the Third Party Administrator and has not been sent to Nationwide Pet Insurance (formerly VPI)Once Nationwide receives the premium from the Third Party Administrator we will refund the money to Ms [redacted] within twenty-four hoursPlease note, as explained to Ms [redacted] during a call on January 7, 2016, it may take one or two pay periods before premium payment is received by our companyAdditionally, we are not sure if we will receive both installments of $together or separately, however as soon as we receive the funds we will send a check to Ms [redacted] Should you require any further assistance in this matter, please contact our [redacted] , Janice K [redacted] , at ###-###-#### or via email at [redacted] Sincerely,Lynne CH [redacted] ***