Nationwide

[redacted]
"">We are responding to your inquiry regarding [redacted]'s complaint concerning her property damage settlementIf I do not provide the information you need for this matter, please do not hesitate to let me know.
I understand from the complaint submitted that [redacted] was dissatisfied with the customer service she received from the representative handling her claim. This concern has been addressed with the representative and I anticipate a more pleasant experience for the [redacted]'s moving forward. I would note that the Enterprise rental vehicle we provided was extended by [redacted] on 6/16/so that the [redacted]'s would have it available until 6/23/2014.
Regarding the valuation of [redacted]'s vehicle, we had previously acknowledged Mr[redacted]'s request to consider the window tint as will as a separate spray on the truck bed liner and requested the receipts for any recent work. We have received the receipt for the bed liner but had not received documentation for the window tint. We would need this receipt to determine if it would add any additional value to the vehicle. The claims representative will be following up with the [redacted]'s to obtain the receipt and re-run the valuation of the vehicle.
Thank you for bringing this matter to our attention. If you should need additional information related to this matter please contact me.
Sincerely,
[redacted]Depositors Ins Co###-###-####
[redacted]

"">This
letter is in response to the inquiry received from your office on January 25,
The
Nationwide Affinity Member, reported a claim for a mysterious disappearance of
their wedding ring set on November 29, The member was contacted on
November 29, and an investigation into the loss as well as the replacement
value of the wedding ring set was started
On
January 8, 2016, the investigation had been completed and the replacement cost
of the wedding ring set was supplied to Nationwide by Replacement Services, an
independent third party, who specializes in replacement jewelry for the
insurance industry as well as other clients
The
wedding ring set had been insured for $10,by the Nationwide MemberReplacement
Services had reviewed the original appraisal of the wedding ring set, and
advised Nationwide, they could replace the wedding ring set for $7,This
pricing was related to the Member, who disagreed with these findings
The
claim was escalated to a Claims Manager on January 8, The Claims Manager
spoke with the member and had the member forward several estimates they had
obtained on the replacement of the ring set, as well as requesting Replacement
Services speak with the Members jewelerThe Members, jeweler, agreed they
could replace the wedding ring set for the quote supplied by Replacement
ServicesA check was sent to the member on January 15, 2016, on the agreed
replacement cost with the Members Jeweler
On
January 19, 2016, The Director of the Property Team, spoke with the Nationwide
Member, and agreed to pay the balance of the original quote of the Member's
Jeweler, due to the fact the ring set was custom built by the jeweler for our
MemberThe Member agreed with this course of action A supplemental check was issued to the Member
on January 19, The checks issued to the Member are for the quoted
replacement price supplied by the Member's jeweler including tax, which total
$8,
We
regret the time it took to resolve our Member's claim, due to the investigation
as well as the research into the replacement of the wedding ring setThe
Member has been indemnified in whole for the replacement of their wedding ring
set, by the Jeweler of their choice as of this writing
If you
require further assistance in this matter, please contact our [redacted], Gerrie H[redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
Brian
R[redacted]

",sans-serif">This
letter is in response to the inquiry received from your office on February 8,
We
received a letter from the policyholder in January for a number of issues
he stated had occurred at his home. He
referenced freezing pipes, water damage, vandalism of his property, damage to
an RV and boat. It was explained that
each of the events reported would have to be a separate claim if the member
chose to pursue. The captured claim was
handled for the covered event of the water leaking from the refrigerator. The loss was handled timely and paid per the
terms of the policy contract
We
asked the policyholder on numerous occasions if he would like us to open a
separate claim for the other occurrences, including his theft claim. We did not have authorization from the member
to open additional claims until December 9, where he did request a claim
be captured for the theft loss.
This
newly captured theft loss is currently under investigation and is being handled
appropriately to the facts of the claim and the regulatory requirements for the
area.
We
have continued to move forward with our investigation and assisting the member
in supporting his loss. Once the
investigation has been completed we will assess coverage for the claim. We have requested a certified copy of the
insurance policy for the policyholder on two separate occasions and have
forwarded that information to the address he has provided to us. We remain committed to assisting the member
through the claim process as expeditiously as possible
If you
require further assistance in this matter, please contact our Customer Relations
Coordinator, [redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]@nationwide.com
Sincerely,

[redacted]
"LINE-HEIGHT: 12pt; MARGIN: 0in 0in 0pt; tab-stops: .5in" class="MsoHeader">
I have reviewed the complaint submitted by [redacted] and his concerns regarding the total loss value of his Mitsubishi Gallant insured with Nationwide. According to the complaint, [redacted] contends that his policy should provide coverage and benefits for the damage to his vehicle that does not take into consideration the fact that it was totaled prior to this lossBased on his comment that he is seeking payment from Nationwide for the total loss of his vehicle as if there were no rebuilt/reconstructed title, it appears he is seeking coverage beyond that provided for in his policy
The Mitsubishi Gallant insured by [redacted] is a vehicle with a rebuilt title[redacted]'s policy provides for payment of actual cash value, giving consideration to fair market value, age, condition, and betterment of the vehicle at the time of lossThus, the fact that the insured vehicle was "reconstructed" and carried a branded title immediately prior to the accident impacted the value of the vehicle for the purpose of the total loss settlement
Under the "Limits and Conditions of Payment" section of [redacted]'s policy, payment is based on the Actual Cash Value of the vehicle or its damaged parts at the time of the lossIn accordance with the policy provisions, we offered a total loss settlement in writing to [redacted] in the amount of $1,on August 26, after multiple attempts to reach him by phone. On October 21, [redacted] called and left a voicemail for the total loss associate that he would like to retain his vehicleOn the same day, the total loss associate mailed a letter to [redacted] outlining the settlement offer if Nationwide retained his vehicle and if he retained his vehicle
[redacted] chose not to remove his vehicle from his policy when it was totaled in nor did he notify his agent of the branded title status or the "reconstructed" history of the vehicle. Notwithstanding, the valuation of [redacted]'s vehicle based on actual cash value would not change, as it is undisputed that the vehicle was a "reconstructed" vehicle with a branded title at the time of this loss. In that respect, [redacted] received a fair and appropriate settlement based on an accurate valuation of his vehicle according to the terms of his policy with Nationwide
[redacted]'s vehicle was properly determined to be a total loss and the settlement offer presented to [redacted] was as follows:
Nationwide Retained Settlement
ACV = $1,Condition Adjustment= $Subtotal ACV = $1,
Tax 3%= $
Tag/Title Fee= $
Deductible= $Total Settlement Offer = $1,
Owner Retained Settlement
ACV = $1,Condition Adjustment= $Subtotal ACV = $1,
Salvage Value= $
Deductible= $Total Settlement Offer = $1,
Nationwide's settlement offer for the branded title of the Mitsubish Galant was based on the coverage provided for in [redacted]'s policy, which included payment of the actual cash value of the vehicle at the time of the loss. Because the Mitsubishi Galant was a reconstructed vehicle with a branded title, Nationwide cannot issue payment as [redacted] seeks, that is, as if there was no reconstructed title, as such payment would not be consistent with the provisions of [redacted]'s policyNationwide respectfully submits that the settlement offer presented to [redacted] is fair and reasonable and based on an appropriate valuation of his vehicleCopies of the CCC Valuescope valuation supporting this offer, the estimate, and Nationwide's settlement letter, are attached for your reference. If you have any questions or require any additional information, please do not hesitate to contact me
Sincerely,
[redacted]

This letter is in response to your request for information pertaining to the above file.Our records indicate the Auto policy cancelled effective July 11, per Ms[redacted]'s requestA
"">balance of $remained for coverage provided up to the cancellation dateUpon receiving theattached documentation, the Auto policy cancellation date was adjusted to June 14, Thebalance due was adjusted to $13.60.The balance will not be sent to collections as it is under the threshold of $20.01.If you require further assistance, please contact our [redacted], Dawn H[redacted], at###-###-#### or by email at [redacted]Sincerely,Erica C[redacted]

join"miter">[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted]. As Property Claims Manager, I have reviewed this claim fileBased on this review, I will address [redacted]'s concernsIf I do not provide the information you need in this matter, please do not hesitate to let me know
The concern regarding denial of liability coverage for damages to the parked vehicle:
[redacted] reported a claim to Nationwide under his Homeowners policy on September 26, due to his daughter loosing control while driving a golf cart and striking a parked and unattended vehicle on the left front bumper. After completing our investigation, it was determined that based on the facts of the loss that liability would not extend to the damages to the parked vehicle due to the cause of loss being excluded under the policy. The liability provisions of the policy exclude "a motor vehicle or all other motorized land convey owned by or operated by, or rented or loaned to an insured" except when "a motorized golf cart while being operated to or from, or on the premises of a golf course." Based on our investigation, the loss did not occur on the premises of a golf course nor while the golf cart was being operated to or from a golf course. As such, coverage was not afforded for the damages to the parked and unattended vehicle.
The concern regarding coverage for the repairs to the insured's golf cart:
Subsequent to the liability claims decision, the insured reported a first party claim for the damages to his golf cart on October 8, 2014. Again after completing our investigation of the claim facts, it was determined that the cause of loss was not caused by one of the covered named perils. The damage to the golf cart was due to the insured's daughter driving it into a parked and unattended vehicle and not due to one of covered perils. Due to the damages to the golf cart not being caused by one of the listed named perils, no coverage was afforded for the loss
Thank you for bringing this matter to our attention. Based on my review, this claim was properly handled. We trust this will resolve all pending concerns. If 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]

In response to the complaint submitted on 7/31/2017 ID  [redacted]. Extra concrete was priced incontract for $7.5Q per Square Soot. She ordered more concrete and would not pay for it. We refuse to— return until the balance Is paid in full..Sincerely,General Manager

[redacted]
" text-align: justify;">We are writing in response to your inquiry into [redacted]'s claim. We inspected [redacted]'s claim on September 24, 2014. At the time of our inspection we did not find any hail damage. [redacted]'s contractor informed us that he had found hail damage to her roof. We hired [redacted], an independent structural engineer firm to inspect the roof and determine if there was hail damage. [redacted] inspected the home on September 30th and determined that there was no hail damage to the shinglesThis information has been provided to [redacted]
Thank you for providing us with the opportunity to review the claim
Sincerely,
[redacted], Nationwide Affinity Insurance Company
Phone: ###-###-####
[redacted]

Dear [redacted]
"MARGIN: 0in 0in 0pt" class="MsoNormal">Thank you for your recent inquiry regarding a complaint you received from [redacted] I have reviewed this file and would like to address [redacted]' concernsIf I do not provide the information you need for this matter, please do not hesitate to let me know
Personal Auto Policy
Member, [redacted], contacted the office of Revdex.com of Columbus Ohio on February 3, with questions regarding email best practices of the [redacted] in obtaining and sharing personal information
The concern regarding questionable sales tactics of the [redacted]
Per Agent [redacted] the above mentioned policy was originally incepted, per [redacted]' request, online by the Nationwide Sales Solutions team. The new member is required to provide an email address for paperwork communication and policy confirmation On July 26, an email change was requested online, by [redacted]. All emails provided by the member for communication purposes including payment receipts are kept on file, however, are not solicited by the agent.
The agent transfer from the Nationwide Sales Solutions department to the [redacted] was not made until November 26, The [redacted] agency has no record of updating or adding email addresses to [redacted]' file
Customer request for policy refund
Member [redacted] remitted a bank card payment of $for policy renewal dated 07/29/to 01/29/15. The [redacted] has no record of a policy request cancellation of the before mentioned policy period, warranting a full refund. [redacted] can provide a declaration page issued from the prior or current carrier showing dual coverage, for policy dates of 07/29/to 01/29/15, to process any or all premium
Based on my review, the [redacted] properly handled [redacted]' information. However, I am sorry that the outcome was not satisfactory to [redacted] 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.
Thank you for bringing this matter to our attention.
Sincerely,
[redacted]
Nationwide Mutual Insurance Company
###-###-####
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
"">Thank you for the opportunity to respond to the Revdex.com regarding policy number #### for [redacted] and to address her concerns about the policyOn 01/10/2011, [redacted] purchased a six month insurance policy from the [redacted], with a bill plan of 20% down and installmentsHer most recent renewal took place on 1/10/when payment was accepted on 1/10/in the amount of $208.57
[redacted] requested her policy canceled effective 4/10/We processed the cancellation per her request. At the time of cancelation there was $that was not paid to reach the requested cancel dateWe canceled the policy per the guidelines that were provided to [redacted] in her policy documentation, short-rate calculating the unearned pro-rate premium x This amount was $Currently we show a total amount due at cancel of $71.57.
I trust that I have addressed the issues within [redacted]'s complaintIf I can be of further assistance, please contact me at ###-###-####.
Sincerely,
[redacted]
[redacted]
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
"text-align: left;">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 08/15/2014, [redacted] purchased a six month insurance policy online from
Nationwide.com with a bill plan of 20% down and installments
On 08/29/a Notice of Installment Due was mailed with an amount due of $
and a stated due date of 09/15/On 09/15/no payment was received and a
Cancellation/Notice of Payment due was mailed with a stated cancellation date of
10/03/On 10/03/no payment was received and the policy cancelled per the
09/15/noticeThere is a current balance due of $for the coverage provided
on the policy until 10/03/
[redacted] quoted his own policy online and selected his own bill planAt no point in
time was he advised that he was on an automatic withdrawal and his signed application
states the payment plan selected was 20% Down InstallmentsAll documents were
mailed to [redacted] at the address provided on his application; [redacted]
[redacted]
Please see attached proof of mailing for the 09/15/
Cancellation/Notice of Payment Due
I trust that I have addressed the issues within [redacted]'s complaintIf I can be of
further assistance, please contact me at ###-###-####
Sincerely,
[redacted]

">
This letter is in response to the inquiry received from your office on July 6, 2015. Please note that we resolved MrYates' claim with him on July 2, in exchange for a Release of All Claims
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
[redacted]
[redacted]
Commercial Claims West
Nationwide Agribusiness Insurance Company
Phone: ###-###-####
Email Address: [redacted]

Dear [redacted]
"margin-left:.5in
text-autospace:none">This letter is in response to the concerns filed by Alice Maritim
regarding the amount due on the cancelled Auto policy.
The policy renewed November 20th with a
premium of $1,227.80. This premium
divided by six months is $204.63.
The ** House Bill requires
Nationwide to notify a member days in advance when their EFT automatic draft
will increase based on a renewal premium change. Since Nationwide's systems don't send bills
out days in advance, in this state, the first renewal bill generates for the
billed amount of the prior month. The
prior month's installment was $153.20.
This amount billed due November 20th.
This billed amount is not 1/6th of the renewal premium which then causes
the remaining five months to bill slightly higher since the first month bills
for less than 1/6th of the renewal premium.
The November bill indicated that the EFT
amount will increase at the next monthly withdrawal and if there is an
objection to the increase and EFT should not occur, to contact the agent,
services, or by mail five days before the next EFT is scheduled. This information is included on the bill to
notify why the next installment will be higher.
A payment of $was received on
November 21st. A bill then generated for
December 20th, at $which served as the second notification of the
increase. The policy balance was being
divided by five months left to bill.
Payment was automatically received via
EFT for $214.92. Member requested that
amount be placed back in her account as she did not approve to draft the higher
bill. We did not receive notification to
stop the draft as indicated on the prior month's bill; however, servicing
obliged and returned the $payment to the member's bank account. The only payment received on the November renewal was $153.20.
The member requested the policy be
cancelled December 22, 2014. Nationwide
charged $for coverage from the November 20, renewal to the December
22, cancellation date. Therefore,
$due for coverage minus $payment equals $still due for
coverage.
The bills are set to be mailed and
emailed based on the preferences set on the account. We do not have record of any returned mail or
returned emails. If an email is not
deliverable, it is sent back to Nationwide and is automatically documented on
the account. There is no record of the
emailed bill being returned.
This is valid premium and it was advised
to the member we are not able to waive the amount due. The member can contact servicing to make
payment or contact CCS directly. CCS
currently handles the collection and does credit report, so it is important that
the member make contact with them to know the last day to pay before they report
it by calling
###-###-####.
We apologize that the member felt our
servicing escalation process was not member focused and she had to leave
messages for supervisors. We are
reviewing the calls and will provide feedback on any unreturned calls and the
handling of phone calls by servicing.
Management has gone over the handling of
the Office of Customer Advocacy case with the associate who worked it, and
discussed the areas of opportunity that were mentioned in the member's letter
Their office goal is to satisfy our member's needs and they apologize if the
expected service was not provided.
Attachments include Renewal Declaration
page, November bill, December bill, Final bill, Balance due notice, billing
breakdown. If anything additional is
needed, please contact [redacted] at or via phone at ###-###-####Sincerely,
[redacted]
Nationwide
###-###-####

I have had this company for years I paid my bills on time every month! 1st incident they canceled my policy with no courtesy call because they said my husbands DL was suspended which was incorrect and I had to send in documentation stating such which was very inconvenient but I let it go! Second time which was a couple months ago my premium started to go up and I contacted them to see why they said my husband had something on his DL which was true because he made a poor decision back in 2013 which baffled me on why they were just now seeing this so I understood and was willing to pay this company more every month! They gave me the run around and told me that they could put himself an "occasional driver" which a week later I had to call back to check the status if they could do that come to find out the answer was NO! I explained to them to cause less havoc I wanted him removed my record is clean and I didn't want to pay for his mistakes but they failed to help me or give me any options they simply told me no we can't take him off! Then without no courtesy call once again they canceled my policy and I had to find out by randomly logging into my online account! Just upset they disregarded me as a loyal customer for all these years! I ended up getting a new insurance policy with another company told them upfront my situation and they were very understanding and accomodating it took all of 15mins to set up my policy which was way better then all the times I had to contact nationwide. Bottom line is there are hard working people that just like to get reconginized for their loyalty within a company not brushed aside like we don't matter! They forget to realize bad business equals no customers and without customers they would not have a business! I will never refer anyone to nationwide! Very bad business!

[redacted]   [redacted]...

  [redacted]   [redacted]
To Whom It May Concern:
Thank you for your recent inquiry regarding a complaint you received from [redacted].  As Customer Advocacy Complaint Coordinator, I have combined the responses from [redacted] and [redacted]. They have reviewed the issues and would like to address [redacted]’ concerns. If we do not provide the information you need for this matter, please do not hesitate to let me know.
[redacted] had a commercial business owners policy.
The concern regarding the agent not canceling the policy 
[redacted]
I spoke with Agent [redacted]r regarding [redacted]. According to the Agent [redacted] moved to [redacted] and advised the agent there would be an occupant in his [redacted] home. Agent [redacted] wrote a commercial renters policy for him in April of 2013. 
During the policy period there was water damage to the home, for which a neighbor alerted the agent. It was at that time we discovered that there was no occupant. We covered the claim and [redacted] told the agent he was moving back into the home. Agent [redacted] told [redacted] he would write homeowners coverage for him and that he only needed his signature and payment to begin coverage. 
Upon the home inspection, repairs were found to be needed and a 60 day notice of cancellation letter was sent to [redacted]. At that time, the home was also determined to be vacant. 
Agent [redacted] has made numerous attempts to speak with [redacted] about issues with his policy. He is only able to speak with [redacted]’ attorney, who was in agreement with the 60 day notice as well as the offer for a new policy. 
The agent was uncertain about whether [redacted] would like to cancel his policy before the 60 days but said that [redacted] still has not submitted payment or provided signature for the new homeowners policy. Agent [redacted] also said that he would like to confirm that necessary repairs have been made to the home before binding coverage. Agent [redacted] stated he has already photographed the outside of the home, but not the interior. 
[redacted] also contacted the service center to request his refund immediately for the cancelling policy. [redacted] was told that he would get a refund in 60 days but that they would try to have the refund expedited. 
The concern regarding a refund owed 
[redacted], Customer Resolution and Response
I spoke with the policy underwriter, [redacted], who informed me that he was in contact with the Agent on Friday January 24.  A cancellation letter was never issued but [redacted] informed the Agent that he was going to issue a mid-term cancellation.  The agent asked if he could have more time to attempt to write the home to a personal lines policy since the member is now back in ** and will be living in the home.  With the agent having a hard time in reaching the member, a new policy wasn't bound yet and the commercial policy was still active.
The agency sent [redacted] an email asking for approval to back date the cancellation to December 13, 2013 and issuing the Personal Lines Home policy for this property effective December 13, 2013.  [redacted] approved the back date and the commercial policy will be cancelling effective December 13, 2013.  I spoke with [redacted] with the agent's office and confirmed that I had processed the cancellation.  [redacted] informed they would like the credit from the cancel to be applied to the new home policy.
I was able to estimate a cancellation credit of approximately $674.14. I processed the commercial policy cancellation and once this is complete, will have accounting apply the credit to the new home policy.
Based on our review, this policy was properly handled.  If you should have any questions or wish to discuss the matter further, please feel free to call me at ###-###-####. 
Sincerely, 
[redacted]
Nationwide Insurance Company
###-###-####
[redacted]
Contacts:
[redacted]
Central Sales Operations Support
Nationwide Insurance Company
###-###-####
[redacted]
Customer Resolution and Response
Nationwide Insurance Company
###-###-####
[redacted]

Dear [redacted]
"MARGIN: 0in 0in 0pt class="MsoNormal">
This letter is in response to the inquiry received from your office on February 11, The inquiry was routed to my attention for response as I supervise [redacted] the claims associate assigned to this claim
[redacted] stated in his complaint that we have not reimbursed him for mileage, tolls incurred for treatment visits, and lost time from workHe further stated he requested a Qualified Medical Examination and was denied and that we are "stalling" the settlement of his claim[redacted] is requesting $1,for his mileage and tolls reimbursement and $9,in lost wages
This claim was reported to us on September 26, Based on the statements we obtained from both drivers, pictures and estimates of damages to both vehicles, and an accident reconstruction report, this was a very minor accident where a healthy adult would not likely sustain an injury from this type of accident
The current medical records for [redacted] and the information we have obtained to date does not support his claim against our insuredA fair and reasonable settlement offer was extended to [redacted] in October of This offer was rejected and [redacted] continued to treat with his chiropractorA subsequent offer was extended to [redacted] in June 2014, which has also been rejectedWe believe that we have made a fair and reasonable offer based on the information that we have gathered to date
We regret that [redacted] does not agree with our evaluationIf there is additional information that he has not provided we will gladly review it
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, Ext[redacted] or by email at [redacted]
Sincerely,
[redacted]
AMCO Insurance Company
Phone: ###-###-####
Email Address: [redacted]

Thank you for the opportunity to review and respond to our customer's inquiry
"margin: 0in 0in 0pt;" class="MsoNormal">
The police report attached to [redacted]'s complaint is the verification we had been requesting but did not receive in our office.
With this verification, the October 29, accident will be updated to not at fault as per Safe Drive Insurance PlanChange will be made effective August, 15, which is date it was placed on policy
If you have any further questions, please contact our Customer Relations Coordinator at ###-###-####
Sincerely,

join"miter">
Thank you for your recent inquiry regarding a complaint you received from our insured [redacted]. We strive to provide quality service while conforming to the expectations of our customer and all regulations.
Ms[redacted] had a water loss on March 22, 2015. The water escaped from a pipe in a chase wall on an exterior bathroom. The water leaked down from the upstairs chase wall down into the living and dining area below requiring repair to the walls, ceiling and floor. A containment area was created to limit dust and disturbance to the other areas of the home during the drying and remediation process. On 4/30/Ms[redacted] called our Customer Advocacy Center and stated she was unhappy that she was not placed in a hotel during her repair process and also that she was unhappy with the restoration company because they had not placed all her belongings back in the proper locations in the home. I notified the restoration company who responded and moved the contents into the areas she requested and we also discussed the considerations for additional living accommodations. I explained that while she does have coverage for ALE it was not initiated because the damages were limited to areas of the home that could be contained to prevent as much disturbance as possibleI spoke with her and explained that ALE (Additional Living Expenses) is cost incurred. In her situation as explained, she did not need nor was required to stay in a hotel and the cost was not incurred. No payment can be made since no cost was incurred
I also apologized for any inconvenience that the loss and repairs caused her and for the issues with the general contractor who needed to return to properly move articles to her desired areas of the home.
Ms[redacted] commented of a fall that was documented in her complaint to have occurred on May 5th. The fall was never reported to Nationwide but rather to the contractor, [redacted], following the completion of the restoration. The work was completed and a final walkthrough was held on 4/21/15. After the completion of the work Ms[redacted] contacted the contractor and said she had tripped on the new carpet. It was determined that there was no installation issues with the new carpet but possibly tripped because the carpet was new.
I will include a copy of the estimate and photos in this response. If there are any additional questions or concerns please feel free to call my office at ###-###-####
Sincerely,
Warren Y[redacted]

Refuse to pay for rent and ask 500.00. Today the 20 of April at 10 am a member of the insurance or very nice young lady come and check the bats in our rental home. I heard that we'll be one other claims to pay and is not (illegible word) was put in the same time with the other at the beginning so we pay $500.00 already . The Bats are here due, the garage that was around now is all new. clean  but is a need to removed the bats, or we are not able to rent, also they do not agree to pay for the lost rent, and the reason we are not rented is because the insurance took so much time for take care of us, month now in taking care the bats, will be more than 3 weeks and the man in charge he is in a job in [redacted] so if he will not be able to come soon (illegible word) longer will be for us, not having rent, money, is very sad for old people disable. We need to be pay for the lost rent it there responsibility we loose all this time, and also not to pay for one other claims.. is to abuse of old people.
Thank you, [redacted]

Thank you for your recent inquiry regarding a complaint you received from [redacted] As [redacted] Customer Resolution & Response Team, I have reviewed this policy file and would like to address [redacted]’s concerns. If I do not provide the information you need for this matter, please...

do not hesitate to let me know.[redacted] had a personal lines auto policy.
The concern regarding the increase in the auto quote
On August 15, 2014, [redacted] contacted Nationwide and spoke with our agent, [redacted]. She obtained quotes for auto, home and a personal umbrella policy. The agent advised the rate for the auto insurance would be $291.33 per month and $1748.00 total. The agent did not state the policy term for the auto. The agent advised the home was $1226.00 for the year and $102.71 per month, and the personal umbrella was $209.00 for the year and $17.42 per month. He stated that all three policies would total $410.92 per month. [redacted] advised this was cheaper than what she was currently paying with [redacted]. She requested the quotes be emailed to her and the agent advised he would send her the email.
[redacted] called into Nationwide on September 5, 2014 and spoke with our agent, [redacted]. She advised she was unable to reach [redacted], but needed to start her policies because her current policies were getting ready to cancel. [redacted] reviewed the auto policy information and confirmed the current rate at $297.36 per month. [redacted] advised she was looking at the quote that was sent to her and confirmed the rate of $1784.20 (or $297.26 per month). The agent ran the final reports and the rate increased to $1894.00 due to a speeding ticket that came back on the motor vehicle report. The agent explained the premium increased about $110.00 but it would be spread over the six months. [redacted] said she was okay with the increase and requested to start the policy.
[redacted] received several documents with the six month term of 09/05/2014 to 03/05/2015 clearly stated on each. We have included a copy of the signed application, the declarations pages and the insurance ID cards showing the six month term and a quote letter stating the term was semi-annual..
The concern regarding the refund[redacted] was protected under her Nationwide auto policy from September 5, 2014 through January 14, 2015. She cancelled her auto policy effective January 14, 2015 and was issued a refund in the amount of $204.34 for all unused premium.
Based on my review, this policy was properly handled. However, I am sorry that the outcome was not satisfactory to [redacted]. We strive to meet our customer’s needs, but understand that sometimes we are unable to do so. If you should have any questions or wish to discuss the matter further, please feel free to contact [redacted] Office of Customer Advocacy Complaint Coordinator at ###-###-#### or email her at [redacted].
Sincerely,[redacted] Customer Resolution & Response Team Nationwide###-###-####[redacted]