Nationwide

[redacted] [redacted] * [redacted] *** Called [redacted] at ###-###-####, We agreed to settlement of $The vehicle is currently located at her grandfathers [redacted] ***She is going to get plates in the morning and then we can pick upI emailed her a UPS label to return her title to us: Hello [redacted] - Here is the UPS label to return your title and payment information to me We will get the vehicle picked up in the next few days and should be able to issue payment as soon as we get your title Thank you, [redacted] I advised we should be able to settle by end of week if paperwork returned and vehicle picked up She agreed Claim opened and assigned to [redacted]

[redacted] [redacted] [redacted] [redacted] Thank you for the opportunity to respond to the Revdex.com regarding policy number ##### for [redacted] and to address his concerns about the policy On 03/06/2012, [redacted] purchased a twelve month insurance policy from Agent’s Choice Incwith a bill plan of 8.37% down and installments with an electronic funds transfer (EFT) [redacted] ’s policy last renewed into the term beginning 03/06/ when the renewal offer was accepted with the renewal down payment in the amount of $on 03/07/ On 03/09/a risk alert was received indicating [redacted] was living in the householdOn 04/09/the risk alert was processed and an underwriting letter was mailed stating [redacted] would need to be rated or excluded on the policyOn 05/13/no exclusion was received, [redacted] was added to policy effective 03/09/causing a premium increase of $1136.00, an underwriting letter was issued advising why [redacted] was added and a revised EFT payment schedule and policy declarations were mailed On 10/01/ [redacted] called the service center to question why the monthly payments had increased and was advised [redacted] was added to the policy per the notices that were mailedThe service center representative emailed an exclusion form to [redacted] to sign electronicallyOn 10/08/the signed exclusion form was processed and [redacted] was excluded from the policy effective the 10/01/date stated on the document If [redacted] wishes to receive a full refund of premium a signed exclusion form with an effective date of 03/09/is requiredI have attached a blank exclusion form to this document for [redacted] ’s convenienceIf the exclusion form is returned with the effective date of 03/09/ [redacted] will receive a policy credit of $and his remaining installments would be adjusted to reflect the change I trust that I have addressed the issues within [redacted] ’s complaintIf I can be of further assistance, please contact me at ###-###-#### Sincerely, [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, and canceled on August 31, due to non-pay [redacted] called the [redacted] on July 24, 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/aptnumberThis 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 startedThe last auto draft occurred on August 8, This payment was returned for non-sufficient fundsThe total that Nationwide attempted to collect was $This would include $billed for the auto and $for the tenantOn August 14, [redacted] was billed an additional $due to a non-sufficient fee from Nationwide A payment was received on August 29, for $and was applied to policy [redacted] Nationwide mailed [redacted] a letter dated August 29, stating the amount paid was a partial payment and insufficientThe remainder of the payment needed to be paid by August 31, to avoid cancelation effective August 31, No monies were received in the month of SeptemberOn October 8, a payment was received by check in the amount of $A refund was sent out on October 11, for $as this was the excess payment on the canceled policyOn October 27, the account was sent to collections for $On November 3, a payment was received for $ On November 5, a refund was mailed for $due to the policy being canceledOn December 10, a payment for $was receivedThe refund for this payment went out by mail on December 11, December 10, [redacted] was pulled over by the policeThey called to verify policy information and were advised that the policy was canceledBetween the August 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] *** [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, and the agency has no record of the emails between themThe 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 years Please review the below timeline provided by the Nationwide billing and processing department: In review of the account, the policy started June 9, with a premium of $ Two valid payments of $were received on June 11, and July 14, Payment of $was received on August 12, The August payment was returned due to insufficient funds on August 14, A returned item fee was assessed in the amount of $ The post office notified Nationwide of an updated address and the address was changed from [redacted] **on August 17, On August 19, 2014, a Notice of Cancellation generated for $due by August 30, or the policy would cancel August 2, A payment of $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, Upon cancellation, an amount due generated for coverage provided of $on the cancelled policy A payment of $was received via Check Free on October 8, This paid the $collection and left a credit on the account of $ This payment did not qualify the Auto policy to reinstate, denial letter was sent on October 9, A refund of $was initiated by the system on October 13, Payment of $was received via Check Free on November 3, The payment was refunded on November 6, as the policy remained cancelled Denial letter was mailed on November 4, indicating the policy was still cancelled Payment of $was received via Check Free on December 10, The payment was refunded on December 12, and then was stop paid and reissued on December 19, and the policy remained cancelled Denial letter was mailed on December 11, indicating the policy was still cancelled The returned item fee was waived as a courtesy causing the $to be refunded to the member on December 23, Impound fees totaling $were refunded on December 24, We do not show if this has been cashed yet It was sent to [redacted] The member has a balance due of $on the cancelled HP policy Servicing had advised we could stop the $returned item fee refund and apply it to the balance; however, the member cashed this refund We can not apply the $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 $was sent to the [redacted] address Attached are the cashed check copies for checks [redacted] , and [redacted] · Ck # [redacted] was issued October 13, for $and was cashed on December 19, · Ck # [redacted] was issued November 6, for $and was cashed on December 19, · Ck # [redacted] was issued December 12, for $and was stopped on December 17, 2014due to an error A manual check, # [redacted] was express over-nighted to [redacted] on December 19, and has not been cashedThe tracking number for this refund is [redacted] and it shows delivered to the front door on December 22, at 11:a.m · Ck # [redacted] was issued December 23, for $and was cashed on January 20, I have attached all correspondence that was mailed to Mrand [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]

Thank you for forwarding the foregoing follow up complaint regarding the diminished value claim for Ms [redacted] to our attention [redacted] is a fully owned subsidiary of Nationwide Mutual Insurance Company (hereafter “ [redacted] ”)On 1/2/I had left a message for Ms [redacted] to advise [redacted] of [redacted] Subaru had asked for additional time to provide me with documentation on the diminished value placed on the vehicle by the dealershipIn the interim I received a letter from Ms [redacted] dated 1/6/with information from another dealership [redacted] SubaruI called Ms [redacted] on 1/9/and left her a voicemail indicating I would contact [redacted] at [redacted] SubaruOnce I obtained additional information from him I would contact her to discuss furtherI was able to discuss with Mr [redacted] and he provided me with additional information which I reviewed with our consultantBased on the information provided by the dealership we have increased our diminished value offerOn 1/16/contact was established with Ms [redacted] ***An offer for diminished value was presented in the amount of $and was accepted by Ms***The settlement check for this amount was issued on 1/16/This matter is now resolvedShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] ***, at ###-###-#### or via email at ***@nationwide.comTel ###-###-####P.OBox *** Fax ###-###-#### [redacted] , PA 19438-9940www[redacted] group.com

[redacted] [redacted] *** *** I am writing in response to the complaint submitted by [redacted] to the Revdex.com of Columbus, Ohio [redacted] has indicated in his complaint that he has received poor time service regarding the settlement of his claim and requests he receive payment for downtime beginning November 25, until the claim is paid in full, the repairs to his tractor are complete, and not be charged for this monthI assume the last request is in regard to the insured’s insurance premium The claim was received by the claim associate on November 4, at which time [redacted] was contacted and the claim process was explained to include the need for the inspection of [redacted] ’ damaged tractor and trailer An assignment was sent to an independent appraiser on November 5, to inspect [redacted] ’ tractor and was completed on November 13, The completed repair estimate was received on November 14, and payment of $1,was issued to our insured, [redacted] , along with a copy of the repair estimate writtenA phone conversation between the claim representative, [redacted] ***, and [redacted] followed, explaining the same On November 21, [redacted] called the claim representative to advise his repair facility had their own estimate of repair [redacted] was advised to have his repair facility submit the supplemental estimate to the appraiser for review, consideration, and if in line, supplemental payment The insured contacted the claim representative on December 1, stating his repair facility could not reach the appraiserThe claim representative spoke with the appraiser who confirmed they did speak with [redacted] ’ repair facility and advised the appraiser they were still waiting on parts to arrive, therefore, could not forward their supplement yetThe claim representative called [redacted] back and explained the appraiser is still waiting on the supplement from the insured’s repair facility The claim representative followed up with the appraiser and repair facility on December 9, December 16, and finally on December 22, for status of the supplemental estimateOn December 22, the repair facility confirmed they had the supplement written and would forward directly to the claim representative for review, audit, and if in line, paymentThe supplemental estimate was received via email from the repair facility on December 22, The claim representative then forwarded the supplemental estimate for review and auditOn December 24, the claim representative followed up on status of the audit and is pending a responseThe claim representative will review the claim again for status of the audit and payment consideration for the supplemental repairsOnce the audit is received, to include an agreed repair amount with the insured’s repair facility, payment will be issued directly to the repair facility There will be no consideration for down time beginning November 25, until the claim is paid in full and the repairs to his tractor are complete, and insured not being charged premium for this month Should you have additional questions or inquiries, please please contact our Customer Relations Coordinator, [redacted] , toll-free at ###-###-####, ext#####, direct at ###-###-####, or by email at [redacted] Respectfully, [redacted] [redacted] ###-###-####, Ext*** [redacted]

There was no new damages to the Toyota Prius, This was poor workmanship from [redacted] Auto BodyThere hasn't been any sufficient proof to this claim, the Nationwide Claims manager showed up to [redacted] Auto after the car was taking apart and didn't witness any new damagesThe Nationwide manager does not have proof of the claims made to this being new damagesI've requested several times for a representative of Nationwide to be present during the taking off of the bumper however they always show up afterwards the next day after the body shop has had the vehicle in their possession for hours to hide evidence of their poor work and make it appear to be new damagesI've notified Nationwide several times that [redacted] Auto Body continues to try to repair the car and I receive it in poor workmanshipThe damages from the auto accident should have totaled the car out yet [redacted] Auto Body tried to repair it and the car can't be repaired properly because of the severe impact [redacted] Auto repaired the bumper and trunk lining which Nationwide agreed that the trunk lining was repaired in poor workman ship but failed to make note of thisThe bumper is still not repaired in factory qualityOscar at Nationwide was notified and no one from Nationwide has come out to see the final repairsI was told by Oscar to turn the car into Toyota and let Toyota contact Nationwide with any concernsI am not satisfied with the dishonesty from [redacted] Auto Body and the non-factual statements from NationwideI was spoken to very poorly by the body shop with an aggressive manner until I filed and Revdex.com reportEveryone has been nice to me since filing an complaint through the Revdex.com however the truth has not been told and the bumper remains to be not repaired properly [redacted] Auto Body has repaired the bumper times already they claim this was an new accident a

[redacted] *** Thank you for your recent inquiry regarding a complaint you received from [redacted] As the Total Loss Claims Manager, I have reviewed this claim 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 We issued a personal auto policy to [redacted] A listed driver on the policy, [redacted] , was involved in an auto accident on July 5, in which the Honda Civic we insure was damaged to the point it was considered a total lossOur claims associate, [redacted] received the file on July and has been working with the policyholder and their lienholder, [redacted] ***, since then to resolve the claim The concern regarding the time service [redacted] brought up a concern regarding the time it took to pick up their vehicleThe assignment was sent to the third party company who arranges our pickups, ***t, on July There was a delay as the vehicle had not been released from the shop by the policyholder when they attempted to dispatch a tow on July [redacted] facilitated the release and the vehicle was moved to our salvage yard on July The concern regarding the settlement amount To date we have not been able to settle with the lienholder on the value of the vehicle [redacted] did send payment in the amount of $4,376.50, which is undisputed on the claimUpon review we did agree to proceed under the policy’s appraisal clause and are currently working with independent adjustors to arrive at an agreed value [redacted] The concern regarding the discussion with the associate [redacted] also brought up a concern about being unable to reach a managerI have since spoken with [redacted] and he has my direct number for any continued concerns Thank you for bringing this matter to our attentionAs I mentioned above, we will be taking further action on [redacted] ’s concernsSpecifically, we be receiving the appraisal report and settling the claim for our customerWe trust this will resolve all pending concernsIf you should have any questions or wish to discuss the matter further, please feel free to call [redacted] at ###-###-#### or email her at [redacted] Sincerely, [redacted] Nationwide Mutual Insurance Company ###-###-#### [redacted]

Dear [redacted] Thank you for contacting the Office of Customer Advocacy in regards to your interactions with your local agentWe appreciate the opportunity to address your concerns I would like to apologize on behalf of Nationwide for the delayed processing of your request as well as the poor experience you've had with your local agentAt Nationwide we strive to provide an excellent customer service experience and we express deep concern that your encounters with us did not meet those standardsWe value your opinion and your business, and we want to ensure that the necessary steps have been taken to prevent something like this from reoccurringWe apologize for any inconvenience this situation may have caused and we hope to continue providing your insurance needsA representative form our Underwriting department is reviewing your policy and should be in touch with you shortly regarding the items listed on your policy, possible duplications, and potential refunds We would like for you to consider calling ###-###-#### to switch to Nationwide Sales SolutionsNationwide Sales Solutions allows you to do business with Nationwide directlyNSS agents are highly skilled sales professionals who use consultative selling techniques to make the most of each interaction with membersIf you're interested in working with another local agent, please visit our website, www.nationwide,com, and contact the agent of your choice to request a transferPlease let me know if I can be of any additional assistance to youSincerely, [redacted] Nationwide Insurance [redacted] ***

Dear [redacted] I am in receipt of your email dated June 29, I am providing you with the following information: · Policy Declarations · Billing Statement · Notice of Cancellation Policy [redacted] renewed effective February 28, 2014, with a term premium of $ On April 7, 2015, a paperless bill was emailed to the policyholder, at [redacted] , advising a payment of $would be drafted from his bank account on or around May 1, On April 30, 2015, the May 1, 2015, draft was suspended per the policyholder’s request On May 7, 2015, a Notice of Cancellation was mailed to the address on file advising a payment of $was due by May 25, 2015, in order to continue coverage A payment was not received and policy [redacted] cancelled effective May 26, I reviewed the call that transpired on May 26, The policyholder called the service center regarding the Notice of Cancellation he received The service representative advised the policyholder that the policy was in the process of cancelling but advised the policy was eligible for reinstatement until June 25, 2015, with a payment of $ The policyholder stated he would not be able to make the payment "today" but he would be able to make the payment on Friday The service representative advised making the payment on Friday would be fine but explained the policy would remain cancelled until it was reinstated The service representative advised the policyholder that he could request a new due date once the policy was reinstated, explaining if the policy was reinstated on Friday, then his new due date would be the 29th of every month The policyholder asked if there would be any penalties The service representative advised the policyholder that he would have a lapse in coverage and we would notify the [redacted] Department of Transportation (***DOT) She explained some states have penalties for lapses in coverage and advised the policyholder to contact ***dot to discuss any fines or penalties The service representative also explained that with the lapse in coverage, he may no longer qualify for certain discounts and explained the premium could change She explained that we would not know what the new premium would be until the policy was reinstated The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month I reviewed the call that transpired on May 27, The policyholder called the service center regarding the cancellation of his policy and the payment required to reinstatement the policy He asked if he could set up a pre-authorized post for the following Saturday The service representative explained that we could not accept post dated payments and advised the amount needed would be $ She advised the policyholder that he had until July 25, 2015, to make the payment, otherwise, the policy would not be eligible for reinstatement The policyholder asked if he would have a lapse in coverage once the payment was made on Saturday or if the policy would continue as if nothing happened The service representative explained that he may incur a lapse surcharge but underwriting would determine if the surcharge would be added or not The policyholder stated he was just wondering because he knew there may be a charge for a lapse in coverage The service representative explained that he did not have any previous lapses in coverage but she could not advise if he would incur the surcharge or not The service representative did not advise the policyholder that there should not be a dramatic increase in premium if he paid the following week or because the lapse in coverage would be less than a month I was unable to locate any additional calls until June 6, The policyholder called the service center regarding the reinstatement of his policy The policyholder was advised that our systems were down so we could not process any payments The policyholder was asked to call back around 7:AM I reviewed the second call that transpired on June 6, The policyholder called the service center regarding the reinstatement of his policy The service representative confirmed the May 26, 2015, cancellation and advised the policy was eligible for reinstatement with a payment of $ He explained the payment would reinstate the policy effective "today" The service representative explained there would be a lapse in coverage from May 26, 2015, to "today" He advised the policyholder that if there were any fines or fees from ***DOT, he would be responsible for satisfying those The service representative also explained the premium could change with the reinstatement He advised the rate could stay the same, be less, or be more, explaining any rate changes would be due to the lapse in coverage, advising continuous coverage generally produced a lower rate The service representative also advised if there had been any rate changes, accidents, or violations, the premium would change He explained that he could not advise of the new rate The service representative explained once the payment was received, it would go to underwriting to finish the reinstatement process, and then the policy would be released The policyholder asked if the week lapse would impact him negatively or since he paid it in within a week, would it matter The service representative explained a lapse of less than days would allow the reinstatement of the policy and a lapse greater than days would require a new policy He explained anything over a one day lapse in coverage could impact the rate, advising anything over days would have a greater impact The service representative explained he could not advise of the impact the lapse would have on ***DOT He advised what had happened was pretty minor and while we did not like seeing a cancellation/reinstatement, it was nothing super detrimental The service representative obtained the policyholder’s bankcard information and proceeded with taking the payment The policyholder asked if the account would be set up on automatic draft The service representative advised the automatic payments would resume once the policy was reinstated and advised his new due date would be the 6th of every month He advised the policyholder that the next draft would take place on July 6th The service representative encountered some system issues while attempting to process the payment and the policyholder had to provide the bankcard information again The service representative was able to process the payment and emailed the payment confirmation to the policyholder The service representative advised the policyholder that he would receive an updated Declarations showing the policy term from June 6, to December 6, He explained the policy was staring over with the same coverages, same policy information, and same policy number, advising only the effective and expiration dates would change The policyholder asked what he should do if he was stopped by a cop The service representative advised he could use the prior information because the policy number and vehicle information would be the same He also advised the policyholder that if something happened, the officer could call the service center to confirm the reinstatement of the policy At the end of the call, the service representative advised the policyholder that the next payment would be drafted on July 6th The service representative did not advise the policyholder that there would not be a dramatic increase in premium since he paid within a week or because the lapse in coverage was less than a month On June 10, 2015, policy [redacted] reinstated effective June 6, 2015, with a term premium of $ Per our underwriting guidelines, since Mr [redacted] had been a policyholder of Nationwide for less than one year, a lapse in coverage surcharge was added to the policy The addition of the lapse in coverage surcharge resulted in the removal of the Accident Free Discount as this discount is not applicable when there is a lapse in coverage surcharge on the policy On June 18, 2015, a cancellation request was received from the policyholder and forwarded to our retention team to handle At this time, the July 6, 2015, draft was suspended and the billing account was changed from recurring draft to direct bill On June 26, 2015, an outbound call was made to the policyholder, at ###-###-####, in order to discuss his request A message was left advising of the receipt of his email requesting the cancellation of the policy effective July 6, The retention representative advised of the need for a cancellation document with the policyholder’s signature and explained the form could be emailed to him and signed electronically The retention team contact number was provided There are no notes indicating that the policyholder called the retention team regarding the cancellation of his policy If the policyholder wishes to cancel policy [redacted] , he will need to contact the Customer Service Center, at ###-###-####, which is open hours, days a week, in order to complete the required Cancellation Request Form If you require further assistance, please our Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] Sincerely, [redacted] Member Solutions – Shared Services Customer Resolution & Response Nationwide ###-###-#### Ext [redacted]

First of all we were immediately contacted by an emergency adjuster on March who told us he could not do anything at the time and it would be assigned to an adjusterWe did not hear from [redacted] until days later when he notified us he was coming from *** [redacted] admitted to us he forgot items such as roof and office in his claimWe were told by the catastrophe team to contact [redacted] and they bill Harleysville directlyWe would have not even known about [redacted] if we were not instructed to contact them [redacted] did the inspection the same day [redacted] was at the houseThey decided together what to treatWe were also told by the catastrophe team to hire someone to shovel off the roof and tarp the roof and submit the receipt because they were going to pay for itThis was not a "courtesy"This is what we were promised by HarleysvilleSo we hired someone because even after the snow was completely off the roof the roof was leakingWe lived in this house for yearI understand there may have been previous damage however we had no water coming in the houseEven currently with the roof tarped we informed Harleysville that the roof is still leaking when it rainsAfter [redacted] did the inspection I was left in limboI tried to call and find out the status of our claim because we are still currently living in a construction zone and no one called us backweeks passedOne day a check shows up in the mail I requested a readjustment not only because of the roof but because [redacted] did not include the office or the shed, electricity, roof tarping in our claimIf you note the dates it was weeks before we got a readjustmentI was again in limbo with no call back and at this point we were assigned [redacted] as our contactShe would say "Let me find out" and I would receive no call back for daysMy wife finally contacted a manager and the manager apologized and stated after weeks we still did not have an adjuster assignedAfter talking to the manager we received a call from [redacted] that nightMy wife was also present the day [redacted] came to the house [redacted] never once stated that we need to remove the tarp to have it inspectedHe stated he had the pictures from [redacted] and that was enoughWe told [redacted] that it was still pouring in water in the living room when it rainedHe said that it was noted to have previous damage however because we had no water before winter in the house that sometimes the insurance company will split the cost of the roofHe also noted the things [redacted] did not include in the claim and increased the dollar amount for paint because he stated [redacted] definitely did not cover all the paintNow once again after the readjustment weeks passed with no contactI tried to call [redacted] multiple timesThe time she called my back she said that the readjustment was not back yet and she would find out what was going on and call me backThat was on 4/But once again [redacted] never called me backI left [redacted] multiple messages with no return [redacted] also never informed us that they would do a roof inspection if the roof was untarpedAnd once again a check just showed up in the mail with no explanationWe have not been able to fix anything do to this outstanding claim and are still living with half a kitchen a tarped roof and open wallsWe do not appeciate this response as some of this is untrueI would be happy to have a roof inspection if Harleyville paid to have it untarped and retarpedWe understand there was previous damage but like I said we had no leaks until winterWe would like a part of the roof coveredWhat is the point of having insurance when we pay but you don't deliverAnd also up until this notice [redacted] has not contacted me once despite my multiple messages to herWe have been in contact with our lawyer to proceed further as we are just getting the run aroundOur neighbor who had damage started their process after us and there damage is already fixed and their lives are back to as we still live in construction We started this process on March 2nd and months later this has still not been resolved Regards, [redacted] ***

Nationwide has failed to try to resolve the issues in this complaint on both claims & Claim 1’s estimate has been sent out to Nationwide times, but yet they claim they have not received it, yet they received claim 2’s estimate in the same manner that Revdex.com has sent out claim [redacted] was sent out estimate for claim which [redacted] failed to turn over this estimate to his superior, but yet sent out a check for what he would pay toward the $2, which was $on claim which was not enough for repairs These claims were filed in January of and this complaint started 05/22/with never ending resolution even though I tried every effort to give Nationwide and opportunity to resolve my issue with my two claims as of 08/20/they have made no attempts to resolve but incorporate blocks to delay resolving this complaint No######### listed above [redacted] states on February 20, they received a report from [redacted] in which his report stated that his finding of damages from hail or any damages that would result in a claim was none I sent a copy of my denial letter to Revdex.com that was sent to me by [redacted] on claim number for the outer buildings per [redacted] ’s report After I requested another adjuster to take on claim 2, I was denied this request due to [redacted] and ***l trying to scam me out of my claim on damages to my outer buildings and claim interiorNationwide hired an engineer to come out and inspect for damages on my claim on the outer buildings Engineer found damages resulting from hail and winds that discrediting [redacted] and *** [redacted] s claimSee below:On the engineer report he states that “ the functional damage that included warped metal panels and openings in the seams of the roof covering Building B are attributable to movement of the roof panels associated with hail and or/wind Functional damage to any roofing system is defined as the reduction in the ability of the roof to shed water or the reduction of its expected service life Damage to structure seam would have caused damage to the trusses sheating and framing, which most likely would have caused exposure from the seam and damage to the metal panels which would have allowed other natural elements/ moisture and or water causing damage However the engineer report out weighted [redacted] report findsI emailed [redacted] requesting the company name that [redacted] worked for [redacted] provided me the name by way of email: [redacted] While waiting for nationwide to send out an engineer I filed a complaint # ##### with [redacted] Revdex.com concerning [redacted] field agent [redacted] who falsified a report for [redacted] stating that there was no hail damage found [redacted] never brought equipment to climb up to view the roofs However it appears that [redacted] and ***l had conspired together to find loop holes that would discredit the claim I submittedHis report was for something other than what I called my claim in about On 04/14/*** Revdex.com made a decision in favor of the Plaintiff, me Nationwide’s agent [redacted] contacted me to inform me that he was putting a check in the mail denying me the right to submit and estimate as I did for claim [redacted] made the statement that “you don’t need all that done”, and rushed a check out which was not enough to pay for damages During this complaint going back and forth with nationwide I have submitted emails received from their agent [redacted] trying to scam me out of my claim as well as a voice recorded call contradicting [redacted] ***’s claim of what I called in about I have given nationwide everything that they have requested, but I have found that they want to stock pile requests, meaning one request after another non ending Nationwide has revitalizing a falsified report by [redacted] that initially denied my claimThe engineer report discredits [redacted] ’s findingsTherefore Nationwide should not use *** [redacted] ’s report to sum up an estimate Revdex.com of Ohio has forwarded all documents back and forth as well as all responses and yet Nationwide refuses to acknowledge there was a problem with [redacted] ***’s conduct Nationwide requested that I get estimates, I didHowever [redacted] never gave me a format of instruction on how they wanted contractors to write out their estimatesThis is just another delay tactic I responded to [redacted] ’s written request to send estimates, I did [redacted] never seemed to completely respond or answer my full response throughout this complaint before she would change the course by making another request our without going back to something that I had already addressedI have delivered repeatedly without any resolution to this complaint [redacted] failed to give me the brake down on how she came up with the weight of the roofs that gave her the total of $ dollars that [redacted] states that I would make off the salvage if sold There was never a clear understanding on how they came up with the salvage of $dollars on building B 12X24, nor did they give me a quote on what it would cost me to buy In these complaint I’ve had to deal with other’s answering this complaint out of line, from copy and paste emails from [redacted] by and through other agents, not supervisorsThis is and escalated complaint and Nationwide is treating this complaint very carelessly ** [redacted] , stated herself that she had to tell her staff to stop emailing me or contacting me due to this complaint which an agent had the nerve to respond to this complaint out of sync taking the line of response back to June However with this being said *** [redacted] has no intention on resolving my complaintI delivered what she wanted.NOTE:The same day that [redacted] got the notice from the Revdex.com of Ohio that other, agents had been responding to this complaint, the estimate for claim was sent as an attachment to [redacted] She states that she notified her agents not to contact me, but denies getting the attachment with estimate for claim which was sent to her twice and a copy to [redacted] before he wrote the check for claim I have also addressed [redacted] concerning the contractors’ statement and he will be putting a sheet togetherI have also responded to [redacted] 08/19/response as an attachment.I am requesting a copy of the February 20, report that I was denied the right to have a copy by agent [redacted] after my claim was denied and before the engineer report came back I was denied this request.Regards, [redacted] ***

Please accept this letter in response to your correspondence dated June, regarding the above cited claimI am the assigned manager over this claim and I appreciate the opportunity to provide additional facts and information regarding our claim service It appears that the [redacted] has ongoing concerns about alleged mishandling of her claim, the salvage being added to her estimate, and disputes about the amount provided to settle her claim In regards to the alleged mishandling of her claim; we would like to direct [redacted] back to our original responses We have outlined the events as documented in our claim file We have found no basis for allegations that her claim was purposely mishandled In regards to the salvage amount listed on her estimate [redacted] had metal roofing, metal flashing and metal fascia which we are agreeing to replace There is a value in the recycled metal and it is industry standard to take the value of this metal and factor it into reducing the debris removal cost [redacted] ***’s estimate for the metal is $our salvage estimation is less than 4% of her estimate In regards to the disputed amount of her claim, we did write an estimate for the damages that were found based on the structural engineer’s report We estimated for both outbuildings that were damaged If [redacted] does not agree with our estimate then we would request that she submit an estimate to us We do not have a copy of the estimate she referenced in her response Please let me know if there is any further information we can provide to you to resolve this concern Sincerely, [redacted] AMCO Insurance Company Phone: ###-###-#### [redacted]

Everytime I called the customer service number at ###-###-####, the representatives are really rude and inconsiderateIn the beginning they seem nice but as you describe the issue and try to understand something from them, their attitude is "our way or the highway." Never recommending anyone to deal with this insuranceThey also rip you off when you cancel the insurance especially if you are receiving a bundle discountThey calculate in a way which benefits them a few dollars out of your pocketThey took extra $from me and when I asked for explanation, they said that's how they calculate the cancellationI didn't want to argue because it was just wasting my timeI can use that time and make more money

This letter is a response to your request for additional information regarding the complaint of [redacted] on his automobile policy [redacted] ’s policy renewed effective March 19, 2014, with a semi-annual premium of $1,The policy billed on an installment account with payments due on the 19th of each monthPayments were originally set up to be automatically withdrawn from the members banking account On February 21, 2014, Nationwide billed $203.70, due on March 19, The payment was received on time through the electronic funds transfer (EFT) payment methodOn March 25, 2014, Nationwide billed $due on April 19, On April 3, 2014, [redacted] called into the service center and indicated he desired to cancel his policyHe was advised he would need to sign a cancellation request and the document was issued to him via emailThe automatic draft was stopped by the service representative due to the pending cancellation of the policyThe member however was not advised that the automatic draft was stoppedThe cancellation request form was not received and due to the stopped automatic draft, the payment due on April 19, 2014, was not automatically withdrawn from the banking account on fileNationwide issued of Notice of Cancellation indicating the payment must be received by May 11, 2014, to continue coverageThe policy cancelled for non-payment of premium effective May 12, On May 13, 2014, the policy was reversed to show no lapse in coverage when the error was discovered and a payment of $was receivedThe payment paid the bill due in April plus one $late feeThe installment account was unable to bill for May due to this errorThe balance due on the policy was divided evenly over the three remaining months in the policy term, and a bill for $was issued for June 19, On June 25, 2014, when payment was not received a Notice of Cancellation was issued indicating payment must be received by July 11, to continue coveragePayment was not received and the policy cancelled effective July 12, 2014, per the Notice of CancellationA final bill of $issued on July 18, 2014, following the completion of the cancellation process On March 27, 2015, the cancellation date was changed from July 12, 2014, to July 11, 2014, per documentation submitted by the member indicating alternate coverage was obtainedA credit of $applied to the account reducing the balance due to $I have waived the $late fee from April due to the billing account errorThe balance due is reduced further to $The balance due reflects premium owed for coverage extended from March 19, until July 11, There was no contact from the member and there were no payments received from the member from the time the policy cancelled in July of 2014, until March of The balance due is accurate and has been turned over to a third party for collection [redacted] may contact CCS directly at ###-###-#### to set up a payment arrangement A complete premium and payment history has previously been provided for this policyAttached please find a copy of the Notice of Cancellation dated June 25, 2014, and the final bill dated July 18, Additionally, regarding the concern that the policy was set to cancel due to claims history; the claim dates were 12/27/2012, 03/14/2013, 01/30/2014, 05/23/and 05/29/State statutes allow for the non renewal of automobile coverage for even a single accident for which a policyholder is responsible, the 03/14/incident was an at-fault claim We strive to meet our customer’s needs, but understand that sometimes we are unable to do soWe trust this will resolve all pending concerns However, if you have any other requests or questions regarding this matter, please feel free to contact meSincerely, [redacted] Nationwide Insurance Company ###-###-####, Ext [redacted]

[redacted] *** [redacted] *** [redacted] ** [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] This letter is in response to the inquiry received from your office on September 29, This file has been referred to me for review of matters relating to the claims handlingAfter reviewing the Revdex.com inquiry submitted by [redacted] , AMCO Insurance Company understands that [redacted] primary concerns are no return phone calls, poor service, inadequate information provided and the need for a different claims associate to handle [redacted] ’ claim to conclusion On September 3, 2014, [redacted] reported the above mentioned loss to AMCO Insurance Company; this loss was assigned to [redacted] the same day [redacted] cleared coverage and called and left a message for [redacted] to discuss this claim on the day it was reported [redacted] continued to move this claim to conclusion by securing a recorded interview from the other party involved in this loss, [redacted] [redacted] reported that he was traveling behind [redacted] in stop and go traffic [redacted] stopped and [redacted] was unable to stop and rear ended [redacted] [redacted] received a citation for no insurance and agreed that he was at fault for rear ending [redacted] [redacted] advised [redacted] that he was at fault for this loss and as it appeared [redacted] was not insured, AMCO Insurance would pursue [redacted] personally for the damages he caused as a result of the above mentioned loss On September 4, 2014, [redacted] searched our database to confirm ownership of the vehicle [redacted] was driving at the time of loss and to confirm that this vehicle was uninsured [redacted] then called and secured a recorded interview from [redacted] [redacted] confirmed the facts of this loss previously reported by the other party, [redacted] [redacted] set the expectations with [redacted] that he was not at fault for this loss and if the other party did not have insurance, AMCO Insurance would waive [redacted] $deductible [redacted] concluded her conversation with [redacted] by arranging an estimate to be completed on [redacted] vehicle In addition, [redacted] clearly advised [redacted] that her portion of the file was concluded and would now be handled by another associate A review of the phone recording confirms that she was clear on this point [redacted] confirmed that he understood that her portion was complete On September 4, 2014, the results of [redacted] ’s search for insurance on [redacted] ’s vehicle came back identifying an insurance company, [redacted] [redacted] filed a claim with this company and concluded her liability decision, finding [redacted] 100% at fault for this loss On September 19, 2014, an estimate for the cost of repairs of $ was completed on [redacted] ’ vehicle for the damages caused in the above mentioned loss On September 22, 2014, [redacted] called AMCO Insurance Company and spoke with Claims Associate, [redacted] about getting a second opinion on the damages to his vehicle and he inquired about getting his car seats replaced [redacted] arranged for another inspection for [redacted] vehicle and advised [redacted] that as the car seats were neither damaged nor occupied, nor positioned near the area of impact, AMCO Insurance Company would not be replacing his car seats [redacted] acknowledged that he understood and did not request to speak to myself or [redacted] in regards to this claim On September 22, 2014, a supplemental appraisal was completed on [redacted] vehicle On September 30, 2014, I called [redacted] and left three messages to return my calls to discuss his concerns regarding this claimIn addition, I reassigned this claim to Claims Associate, [redacted] , who also called [redacted] on September 30th and left a message to call back to discuss this loss On October 1, 2014, I called and spoke with [redacted] about this claim and his concerns [redacted] indicated that he was very disappointed that he called eight times to [redacted] , leaving four messages with no return calls [redacted] advised that he did receive my information but never called me and “bypassed” me to complain directly to the Revdex.comI acknowledged [redacted] ’s frustration and expressed that I wished he would have come to me directly when he obtained my information as I would have made sure he was taken care ofI advised [redacted] that his claim is now reassigned per his request and that any future communication would be handled by his new claims associate, [redacted] I then inquired if there was anything further I could assist with while I had him in the phone [redacted] inquired about his car seat replacementsI advised that this was previously discussed with him and that I agreed with what had already been communicated to [redacted] by Claims Associate, [redacted] ; as the car seats had neither been damaged nor were they occupied, nor were they positioned near the area of impact, AMCO Insurance Company would not be replacing his car seats [redacted] confirmed that he understood and agreed that nothing further was needed from me On October 1, 2014, Claims Associate, [redacted] called him to discuss this loss and to assist him with this claim [redacted] inquired again with [redacted] about the replacement of his car seats [redacted] reiterated to [redacted] what was previously communicated to him by me and Mr [redacted] ; as the car seats had neither been damaged nor were they occupied, nor were they positioned near the area of impact, AMCO Insurance Company would not be replacing his car seats [redacted] concluded her call with [redacted] advising that she will follow up with the other insurance carrier and determine if there is an active insurance policyShe also advised him that if there is no insurance that his $deductible would be waivedIf there is insurance, [redacted] will facilitate the repairs of [redacted] vehicle through this company [redacted] confirmed he understood and had no further questions If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] , toll-free at ###-###-####, Ext##### or by email at [redacted] Sincerely, [redacted] AMCO Insurance Company Phone: ###-###-#### Email Address: [redacted]

This letter is in response to the concerns filed by [redacted] regarding the cancellation of the Auto policy and the collection balanceThe policy renewed July 17, with a premium of $3,A Benz CLKwas removed from the policy effective August 4, This resulted in a decrease in premium of $1,Effective August 4, driver was removed which resulted in a premium decrease of $Effective September 2, driver was added and a Dodge Dart was added to the policyThis resulted in a premium increase of $Processed November 18, 2015, effective November 16, 2015, a BMW 330XI was replacedThis resulted in a premium increase of $Processed November 19, 2015, effective November 13, 2015, a Dodge Dart was removed from the policyThis resulted in a premium decrease of $Processed December 2, 2015, effective November 13, 2015, a Ram was added to the policyThis resulted in a premium increase of $On December 15, a bill generated for $1,due December 27, which included the changes in premium listed above that had not yet been billed in on prior statementsOn January 5, a Notice of Cancellation was sent indicating we needed a payment of $1,by January 16, or the policy would cancel January 17, On January 15, a Balance due notice was mailed indicating the policy had cancelled for non payment January 17, and there was an outstanding balance due of $1,due by March 3, The January 17, policy renewal calculated at $3,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, The policy cancelled for non payment effective January 17, Upon the cancellation, the unearned renewal premium of $3,was removed from the balance, leaving $1,due for coverage provided during the July 17, renewal term to the cancellation dateA cancellation request form was received in the Agent’s office, indicating Ms [redacted] request cancelled the policy effective January 22, The policy cancelled for non payment effective January 17, The request to cancel January 22, does not supersede the non pay cancellation on January 17, If you require further assistance, please contact our [redacted] , Phillis H***, at ###-###-#### or by email at [redacted] Sincerely, Katie W***

We certainly disagree with nationwide assessment of our case we have previously demonstrated and documented that Nationwide did not communicate to us any rate increase untill afrter we have cancelled our insurance with them We have the statement and letter from our agent as proof that we were told we could continue our insurance and after our rejection, they went ahead and increased their rate to keep our rerfund through many communications and certified mail, we have proven that they have misrepresented facts about our insurance rate and accused us of misrepresentingWe have also had home owner insurance with them, and they did refund us the correct amount, we bought auto and home insurance at the same time, how can one be correct and the other one false We have returened to our previous insurance company without a oproblem, at much better rate We are asking Nationwide to show us, any documents, e-mail, regular mail, record of phone conversation, anything that demonstrates that they have warned us about our rate increase for whatever imaginary reasions they have before February 12, (our cancellation date), and we would rest our case Regards, [redacted] ***

[redacted] I am responding back to the response of another Nationwide Agent [redacted] was sent out the estimate which continues to be over lookedEven when she stated that as soon as they receive and estimate that she would provide another adjusterI yet to hear back concerning the estimate I sent in that [redacted] had no knowledge of that was sent out to [redacted] *** During the time Mr [redacted] started sending emails out this complaint had been filed and I was communicating with [redacted] ***’s manager [redacted] ***’s boss by why of the Revdex.com [redacted] and I were corresponding back and forth through the Revdex.comI informed [redacted] to get with [redacted] However the new adjuster has decided to take use back to June 16, and there has not been any information given if Nationwide was going to pay the cost for the estimate I turned in all but the $dollars deductibleIf Nationwide is asking me to pay the $dollars deductible and the difference out of my pocket I do not have it that’s what my deductible is for As I stated this is just a stall tactic to not honor the total lossesHowever I wanted the Revdex.com to see how Nationwide claims department play games with the consumersThey tell you if you do this and that then they will do thisWhat it boils down to is that Nationwide does not honoring customers claims and take them through months and sometimes a year or so before a customer gets any resolution and by that time the problem is worse As I have stated I have a $dollars to cover my deductible for both claimsContractor wants to be paid upon completion of their work and do not want to spend months and months listening to someone saying why there not going to pay for the completed work The new adjuster has yet to state weather he is going to honor the estimate that was sent in or not The only thing he has done was copy an email sent from another agent for [redacted] which I had been in contact with [redacted] I also informed [redacted] to get with his boss [redacted] I have been awaiting a response from [redacted] ’s last request which I submitted documents for No one wants to answer or discuss the estimate that [redacted] had no knowledge that an estimate had been sent out or she knew and did not want to acknowledge it So once the contractors have gotten back with me concerning the estimates for the outer buildings and the material it appears that this is what I will be dealing with a no response in getting the balance or know what nationwide is going to pay for the loss other then what [redacted] sent out which was incorrect So I am rejecting the answer from agent for this reason ( See Ms [redacted] July response below.) [redacted] Ms [redacted] ’s response: Please accept this letter in response to your correspondence dated July 1, regarding the above cited claimI am the assigned manager over this claim and I appreciate the opportunity to provide additional facts and information regarding our claim service We have not received the estimates that [redacted] *** is referencing We would request these estimates be submitted to us for review Please let me know if there is any further information we can provide to you to resolve this concern Sincerely, [redacted] [redacted] P [redacted] AMCO Insurance Company Phone: ###-###-#### [redacted] Regards, [redacted] ***

[redacted] *** [redacted] [redacted] *** [redacted] [redacted] [redacted] Thank you for your recent inquiry regarding a complaint you received from [redacted] ***I have reviewed this claim 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 On September 16, 2014, [redacted] was involved in an accident in his Chrysler 300C in [redacted] **; he reported the loss to us that day On September 19, 2014, we assessed his vehicle damage and determined that the vehicle was a total loss The issues in [redacted] ***’s complaint are below, along with our responses: Nationwide terminated his rental authorization: We have paid the full benefit under the policy; days Nationwide “stole” his vehicle (moved it without his permission): On September 22, 2014, we completed a 3-way call with [redacted] ***, [redacted] ***’s attorney, and the tow yard that held his vehicle, Pro Tow In that call, [redacted] gave his permission to have the vehicle moved to [redacted] , our salvage vendor, in order to mitigate the loss by terminating storage charges We are happy to return the vehicle to him at our expense if his attorney requests us to do so Nationwide made arrangements to have his personal items returned to him: This is accurate; when [redacted] notified us that he did not removed his personal items before giving us permission to move the vehicle, we made arrangements for [redacted] to retrieve any personal items from the vehicle and ship the items to him at our expense Nationwide did not consider vehicle upgrades in the settlement amount: We have offered settlement based on a market valuation report from CCC Information Services, which determined the fair market value of his vehicle based on comparable vehicles in his area, with adjustments made for options, condition, prior damage, and the refurbishments that he mentioned This is an standard valuation method Nationwide has not repaired his vehicle or settled his claim: We presented our settlement offer to [redacted] and his attorney on September 22, The attorney let us know that he was considering utilizing the at-fault party’s insurance carrier, but he had been unable to secure settlement figures from themAt our last contact with the attorney on November 4, 2014, he indicated that he was unable to reach the other carrier and so he would work with his client, [redacted] ***, to return the required documents so that we can settle the claim Our offer is as follows: Actual Cash Value $9, Additional Considerations/refurbishments $1, Unrelated Prior Damage Identified $ Unrelated Prior Damage Applied -$ Subtotal $10, Tax Amount based on Rate 2.875% $ Title fee $ Registration Fee $ Less Deductible -$ Settlement offered $10, Based on my review, this claim was properly handled We are eager to resolve this claim with [redacted] and his attorney We strive to meet our customer’s needs, but understand that sometimes we are unable to do soIf you should have any questions or wish to discuss the matter further, please feel free to call me Sincerely, [redacted] Nationwide Property & Casualty Insurance Company ###-###-#### [redacted]

Thank you for the opportunity to respond to the complaint filed by Mr [redacted] regarding his concerns with the above referenced policy with Nationwide Mutual Fire Insurance Company (***)We have reviewed the concerns expressed by Mr [redacted] and will attempt to address them in this letterHomeowner Policy ######## On August 13, notification of non-renewal was mailed to Mr [redacted] advising that his homeowner policy would be non-renewed effective September 30, as a result of him no longer meeting our eligibility requirements for our homeowner programMr [redacted] had more than one weather related and one non-weather related loss within the past three yearsThere was no remaining balance due on the homeowner policy Dwelling Fire Policy######## On September 7, a billing statement was mailed to Mr [redacted] to the last known address on file, requesting payment of $ Payment needed to be received by our Company by October 1, in order to prevent cancellation of the dwelling fire policyPayment was not received by the requested due date On October 7, Notice of Cancellation was mailed to Mr [redacted] to the last known address on file, informing Mr [redacted] *hat payment of $be received by October 18, Payment was not received and as a result his dwelling fire policy cancelled effective October 19, A copy of the notification of cancellation is attached for your reference Coverage was provided under policy 6341Tfor Mr [redacted] from December 30, until it cancelled effective October 19, Unfortunately, the premiums paid did not completely cover the entire time coverage was provided, resulting in an outstanding balance of $ On October 25, a billing statement was mailed to Mr [redacted] requesting payment of $by November 13, for the remaining outstanding balanceA copy of the billing statement is attached for your referencePayment was not received by the requested due date and sent to collections on December 13, We appreciate the opportunity to review Mr [redacted] ’s business, and hope that this information will help to address his concernsIf you require further assistance, please contact our [redacted] , Jose L***, at ###-###-#### or by email at [redacted] Sincerely, Jennifer F*