Nationwide

Please accept this letter in response to your correspondence dated July 24, 2014 regarding the above cited claim. [redacted] has indicated that an estimate has been sent to us; however I have not received a copy of her estimate as requested on July 1 and July 15.  As stated in my prior letter we will reassign the claim once we have received [redacted]’s estimates.  Since these estimates have not been received the claim has not been reassigned.  The claims adjustor did contact [redacted] to follow-up on the claim and determine if she needed additional information.  The adjustor was not aware of the compliant filed by [redacted]. 
I have requested that the claims associate no longer attempt to contact [redacted].  In an effort to bring this matter to conclusion I will reassign this claim to another associate.  Again I request that a copy of [redacted]s estimates be sent to us. 
Sincerely, 
[redacted], AMCO Insurance CompanyPhone: ###-###-####[redacted]

Please accept this letter in response to your correspondence dated June, 10 2014 regarding the above cited claim. I 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 $8000 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]

it does not make sense...
Are you implying that we still owe this debt?  If so, why have we not received anything further in 15 months.  We are nationwide insured (for 7 years), even my representative, Eric McHugh said he was unaware of this debt when we contact him.  Our homeowners and auto is directly debited from our account, how could we not be made aware of this?  Surely this is an oversight???  How could they let this be unaddressed for 15 months and still consider us "valued" customers...
Regards,
[redacted]

Nationwide's response is totally bull.  After going back and forth with Sharon and sending her an email after she did not respond back to voice messages I sent to her she sent out a letter stating that she was trying to get ahold of me.  I left her several voice messages before being able to talk to her one on one.  In the first contact that we made after failed attempts I told her to contact me after work hours.  She was supposed to call that evening and did not do that.  Once I received a letter from her and she provided her email I began to contact her via email.  After the first email of me breaking down how I felt she was being unprofessional for not returning my phone calls she contacted me on my lunch break.  She stated that the medical bill could be handled by her and went over a settlement amount and said that she would be providing me with settlement papers for pain and suffering which I still have not received.  After emailing her several times and her not reaching back to me I decided to reach her through another email address for myself and she responded and said that I needed to send medical bills to my insurance company which I have since done.  I asked her about settlement papers once more which she ignored and then I began emailing her again in which she has not responded.  They have only mailed out one letter to me and that was before we had phone contact for the first time which I explained earlier in this response.  
She had her out of office reply on for a Oct date although it was November.  At this point I have passed on the bill to [redacted] and am asking Nationwide to keep their word with settlement papers in which I am ready to sign, be paid and get this over with.  After going through this with them I looked up complaints for customer service to see if it was just the service I was being provided or if this is a company wide issue which it proved to be.  I have only talked to Sharon a couple of times over the phone, the first being me telling her to contact me after work hours and the 2nd when she was going over the amount for pain and suffering settlement.  While they want to point out how many times they have tried to reach out and was unsuccessful pull up all of the emails that I have sent to her over this past month and the several voice messages I have sent to her.  If I need to provide those communications I will be glad to do so.  If their adjuster has too many cases on her desk then they need to provide me with somebody that has time to do their job diligently.    
At this point, the bills have been sent to my insurance and I am waiting on Nationwide to handle their business and provide me and my son with a pain and suffering payout for the negligence of their customer.

A letter was sent to Ms. [redacted] this morning advising the appropriate department has been notified to remove her information from the "Do Not Mail List" and “Do Not Call List”....

Thank you
Dear [redacted]:
Thank you for contacting Nationwide to request that we add your address to our Do Not Mail List.We have processed your request effective 11/17/2016, the date we received your notification.
Our phone lists are prepared in advance, please allow approximately 30 days for your information to becompletely removed from our lists.
If you need additional help or have any questions, please contact me directly and reference Nationwide OCRRef # [redacted].
Sincerely,Cathy D[redacted]Nationwide InsuranceCustomer Advocacy Coordinator
Nationwide Corporate Do Not Call PolicyAt Nationwide, we are committed to following all state and federal laws that govern telemarketing.As a consumer, you have the choice whether to receive telemarketing calls.What Is Telemarketing?Telemarketing activities include any telephone calls that encourage the purchase of products or services.These calls can be directed toward current Nationwide customers or prospects, individuals who are notexisting Nationwide customers.What Is Nationwide’s Do Not Call Policy?• Agents, associates, and affiliates of Nationwide Mutual Insurance Company are prohibited from makingtelemarketing calls if:Office of Customer Advocacy | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220o As a customer, you have placed your telephone number on Nationwide’s Corporate Do Not Call list;o As a consumer (not a current Nationwide policyholder), you have placed your telephone number on thefederal, state or Nationwide Corporate Do Not Call list.• Pre-recorded messages for marketing purposes are prohibited unless we have received your writtenpermission.• We will not make telemarketing, servicing or pre-recorded calls before 8:00 AM or after 9:00 PM Mondaythrough Sunday (local time zone) or other times as restricted by law.• We will display our company name and telephone number on Caller ID.• We may send faxes to recipients if:o We have verified that we have an established business relationship with the customer and the customerhas not opted-out of receiving future faxes.o The faxes pertain to the customer’s products, services, accounts and ongoing transactions.• All associates making telemarketing calls on behalf of Nationwide must be familiar with our Do Not Callpolicy and follow all procedures.• Nationwide will provide a copy of its Do Not Call policy to anyone who requests one.Will I Still Be Serviced If I Place My Name On A Do Not Call List?Yes! Nationwide representatives may call you to service existing products or services even if you’veregistered your phone number with federal, state or Nationwide’s Do Not Call list. Service examples mayinclude returning calls you have initiated or proactively contacting you for a customer care review of yourcoverages.• If the telemarketing call is being made with the single or specific intent of marketing a new product, allNationwide representatives must follow the Do Not Call procedures.Are There Any Exceptions To This Policy?Nationwide representatives may call a customer to market a new product or service if Nationwide has anestablished business relationship with that customer and the customer has not registered their telephonenumber on the Nationwide Do Not Call list. The Federal Communications Commission (FCC) defines anestablished business relationship as “a prior or existing relationship formed by a voluntary, two-waycommunication between a person or entity and a residential subscriber with our without the exchange ofconsideration on the basis of a consumer’s purchase or transaction with the entity.”How can I be added to the Nationwide Corporate Do Not Call list?Please call us toll-free at ###-###-#### and leave your name and 10 digit telephone number. We will addthis telephone number to our Corporate Do Not Call list. Please allow up to 30 days to stop receivingmarketing calls from Nationwide.Nationwide is On Your Side®.Nationwide Mutual Insurance Company and Affiliated CompaniesOne Nationwide Plaza Columbus, OH 43215-2220Hearing or Voice Impaired: ###-###-#### (TTY only)nationwide.comNationwide, the Nationwide framemark and Nationwide is On Your Side are federally registered service marks of Nationwide MutualInsurance Company.

[redacted]
Thank you for your recent inquiry regarding a complaint you received from [redacted].  As [redacted] Claims manager, I have reviewed this claim 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. 
In regards to claim #####; this loss was reported on 06/09/2014 with a date of loss of 06/06/2014. The claim was reported as “wind damage”. [redacted] contends the damage to the newly acquired RV was due to wind while traveling on Interstate 29. Our denial was based on the photos [redacted] provided to Nationwide taken prior to the loss and from the inspection that occurred after the loss. In the photos provided prior to the loss the delamination is evident on the loss panel, front panel and rear of the unit. The inspection revealed front cap delamination on the left side – outside layer ripped off, the exterior rear panel shows delamination bubbled on the right rear, water staining on the front slide under the bed left rear corner, dry rot on left front side where the panel broke off and interior wall panel neat slide out is rippled. The delamination is due to water intrusion over a period of time, water staining and overall appearance of the wood is evident. 
It would be our recommendation that [redacted]  talk to the dealer and see if they will provide a warranty repair on this RV as there is no applicable coverage available under this policy for the delamination or water intrusion problem. 
Claim #####; this claim was reported 06/17/14 with a date of loss of 06/16/2014 for hail damage. This claim was reported in this complaint as a denial. Claim # #### was not a denial, the claim was handled by Claims Adjuster [redacted], an estimate was prepared after inspection of the hail damage for $341.12.
CA [redacted] contacted [redacted]  07/08/14 and explained the damage was under the $400 deductible. At that time [redacted] wanted to discuss the denial from the prior claim only and was instructed to speak to CA [redacted] in regards to the denial. 
Based on my review, both claims were 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 this matter further, please feel free to call me. 
Sincerely, 
 
[redacted]
[redacted]Nationwide Insurance###-###-####
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] 
This letter serves as our response to your November 26, 2014 correspondence concerning the above captioned claim.
Our investigation into this matter was completed in September. At that time we reviewed all information collected, including the witness statements, and reached a no liability position. A denial letter was mailed to all claimants on September 25, 2014.
Please be advised that [redacted] has recently contacted our offices directly to dispute the location of the fireworks display. He indicated that the location we had identified is inaccurate. As such, we have reopened our claim file. We have directed our independent adjuster to reopen their file in order to confirm the location of the display. We informed [redacted] that we will respond to all claimants in writing as soon as this additional investigation is complete, and will similarly advise you as well.
In addition, [redacted] requested copies of our recorded statements. We explained to him that the statements are part of our work product, and we do not release them.
We trust this explains our handling of this claim to date.
Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or via email at [redacted].
Sincerely,
[redacted]###-###-####, extension ####

Just some simple questions,
 
1. About the photo.
Ø  I do not see any color at arrowheads pointed damage spots.   YES or NO
Ø  I do see faint brownish red color at arrowheads pointed damage spots. YES or NO
 
2. About the voice record.
interpreter: … nationwide will cover repair and expense…?
Natioinwide: …ntionwide …drive in ….and fix it
interpreter: …so nationwide is going to cover those…?
Nationwide: Yes!
Ø  I couldn’t hear anything.  YES or NO
Ø  I do hear it but that piece of record does not match the record made at our side so I don’t trust it.  YES or NO
 
 
3. About bodyshop estimate.
Ø  It’s normal and correct process when Nationwide handle claims to let bodyshop to document customer pay zero and insurance cover 100% repair cost.   YES or NO
 
Regards,
[redacted]
3/18/2015

Thank you for the opportunity to respond to the Revdex.com regarding policy number6637187 for [redacted] and to address his concerns about the policy.
On 3/16/2015, Mr. [redacted] purchased a three month insurance policy from the InsuranceAnswer Center LLC with a paid...

in full bill plan. After review with Insurance Answer Center itwas discovered that Mr. [redacted] had been advised that the policy he was purchasing was for asix month term not a three month term.I apologize for the delay in response to Mr. [redacted] prior to his reaching out to the BetterBusiness Bureau. A coaching opportunity was discovered for one of our associates as this issuewas to be resolved when contact was made to our service center on 7/17/2015.
On 9/30/2015 a refund check has been issued to Mr. [redacted] in the amount of $378.92 and sentto [redacted] Ln, Conroel, TX 77385. This amount includes the payment made on6/16/2015 for $231.62, with the remaining $140.30 calculated as the policy down payment wasmade for six month term not three month with a pro rate cancellation effective 7/29/2015. I haveattached a billing itemization for review.
I trust that I have addressed the issues within Mr. [redacted]’s complaint. If I can be of furtherassistance, please contact me at ###-###-####.

[redacted]
 
                                        ...⇄ [redacted]         [redacted]      
Please accept this letter in response to your correspondence dated July 1, 2014 regarding the above cited claim. I am the assigned manager over this claim and I appreciate the opportunity to provide additional facts and information regarding our claim service. 
As stated in my last response we are willing to review any estimates that [redacted] has to submit.  [redacted] has requested that we honor her contractor’s estimates; however we are not in a position to determine whether we will agree to the scope of those estimates because they have not been submitted to us.  Once these estimates are submitted to us we can review them and determine what the next course of action will be. 
In regards to assigning a new adjustor, per [redacted]’s request this file will be reassigned to a new adjustor once her estimates are received by our office. 
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]

[redacted]
 
[redacted]
[redacted]
[redacted]
 
                                    [redacted]       [redacted]   [redacted]
                                        ...⇄ [redacted]   [redacted]                                                             
 Please accept this letter in
response to your correspondence dated August 26, 2014
I am rejecting the responses from [redacted] based on my complaint concerning claim 1 and claim 2 due
to her failing to read an address my concerns with in all correspondences.
In message sent by Revdex.com dated
05/22/2014 my complaint was based off of two issues both claim 1 and claims 2
that where under [redacted]
 [redacted] has failed to read corresponding
information as, attached documentation as well as address all concerns in my correspondence. [redacted] has been avoiding addressing information requested in all
messages and chooses to only pick one item out of each message to delay any
type of resolution. 
I am rejecting her response dated
August 26th 2014 it is not my responsibility to go in and pull out
your non reading errors.
Regards,
[redacted]

This
letter is in response to the inquiry received from your office on November 11,
2015.
Nationwide
received a claim on November 3, 2015 for damage to a shower door in Mr. [redacted]’
home. The claim was assigned to Malik B[redacted] for handling. The quote for the
shower door was received on November 4, 2015. The assigned associate was then
out of the office from November 5 until November 9, 2015. Upon his return,
payment was issued and the file concluded.
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,
Matt
G[redacted]
[redacted]

This letter is in response to your inquiry dated November 14, 2016.
Mr. [redacted] has expressed concerns regarding his auto policy premium. The policy was bound with theexpectation that the August 01, 2016 to February 01, 2017 term premium would be $629.80.However, the policy...

processed with a term premium of $687.90 which was $58.10 higher than thequoted premium. Mr. [redacted] did attempt to resolve this issue with Nationwide before filing thiscomplaint.There are procedures in place to help resolve premium issues. Our review of the policy hasdetermined the current premium of $687.90 is correct. There were no defects or missing informationthat contributed to the higher premium. As Mr. [redacted] was quoted $629.80 when the policy wasbound, this premium will be honored for this term.
A $58.10 credit was placed on the policy on November 07, 2016 to honor the quoted premium of$629.80 for one term. Mr. [redacted] has been informed the term premium is being honored and thatremaining bills would be lowered. There are two bills left in the policy term which have been adjustedto $108.53 each, barring any premium bearing changes.
Mr. [redacted] also states that Nationwide did not make contact to resolve this issue. Nationwide is abusiness whose future depends upon the satisfaction of our customers. We strive to provide ourcustomers with the highest quality of service. We apologize if the level of service Mr. [redacted] hasreceived did not meet his expectations. We continually work to improve our ability to avoid issues likethis in the future.
If you require further assistance, please contact our Customer Advocacy Coordinator, Cathy D[redacted],at ###-###-#### or by email at [redacted]@nationwide.com.
Sincerely,
Gregory A. G[redacted]Sr. Analyst###-###-####[redacted]@nationwide.com

On July 5th 2016 I was involved in an automobile accident. It was immediately deemed that the accident was not my fault; therefore, I used the insurance company of the person who hit me. In the weeks following the accident I had to deal with [redacted] Insurance. This was no pleasure in the slightest. My adjuster [redacted] was polite and seemed to know what he was doing; however, a week into my claim he went on vacation. Leaving me to deal with [redacted] The most unprofessional women I have ever spoken to. Her customer service skills are virtually nonexistent. As someone who works in the customer service industry I am appalled that [redacted]has not been reprimanded for her actions. [redacted]and I had a phone conversation, July 21st, where she screamed at me, for virtually no reason. During this conversation she accused me of insurance fraud, stating that I was imagining the alignment issue with my car and that is did not exist. At this point in time no one had examined my car yet so we did not know the extent of the damage. I was hit on the front right tire of my car, clearly there was a possibility of an alignment issue. After this conversation, I left her several messages inquiring about the status of my car and would not hear back from her for days. I tried to get in touch with a manager and no one returned my calls. I have never been given this much of a run around. It was not until weeks later when someone returned my call that I finally figured out what was going on with my car. The company refused to pay stating that it was entirely my fault when both the police report and photos from the accident stated otherwise.
Aside from [redacted] Insurance utter lack of customer service training, communication, and note taking skills their organization skills were horrid. Every single person I talked to gave me a different answer on the status of my car, at times stating that I would be responsible for the damage, which I did not in any way cause.
I did not receive my vehicle back until August 5th, 2016, an entire month later. I wanted to wait until I knew that I never had to deal with this company again to write this letter. I would NEVER use this company.

We have again reviewed this complaint and our decision has not changed.
Policy number #######, cancelled on May 15, 2014 with an outstanding balance of $33.00.   The final balance is correct and warranted.  The agent operated in due diligence of a potential homeowner policy of which [redacted] was aware, thus a write-off is not a permissible agreement in this matter.                                    �...⇄
Based on my review, this inquiry was properly handled.  However, I am sorry that the outcome was not satisfactory to [redacted].  We strive to meet 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 me.   
Sincerely,  
[redacted]
W| ###-###-####

This letter is in response to the inquiry received from your office on June 26, 2014.  This file has been referred to me for review of matters relating to the claims handling.  [redacted] rejected Nationwide Insurance Company of America’s initial response written by [redacted] as [redacted] indicated; [redacted] has been diligently trying to contact Nationwide.  The police report has been received by both parties & Nationwide refuses to call back [redacted] at [redacted] to confirm that liability has been established.”
On May 18th 2014, [redacted] reported the above mentioned loss to Nationwide Insurance Company of America; this loss was assigned to [redacted] the same day.  [redacted] cleared coverage, ordered the police report and secured a recorded interview from [redacted] in regards to the facts of this loss on that day.  [redacted] reported that the other vehicle pulled out of a liquor store and struck his vehicle and then drove off.   [redacted] called the police who then located the other parties home and found the involved vehicle.  [redacted] reported that the police arrested the driver and passenger of this vehicle for hit and run.   
On May 18th 2014, [redacted] concluded his liability, finding the other party 100% at fault for this loss.  [redacted] researched the license plate number of the at fault party as no contact information was initially known.  As the other party was not known when this claim was initially reported, [redacted] began the process for Nationwide Insurance Company of America to handle the above mentioned loss for [redacted] less [redacted]’ $ 750.00 deductible.  Please refer to [redacted]’s personal auto policy whereas it states; 
 PART D - COVERAGE FOR DAMAGE TO YOUR AUTO
INSURING AGREEMENT
A. We will pay for direct and accidental loss to "your covered auto" or any "non-owned auto," including their equipment, minus any applicable deductible shown in the Declarations. 
[redacted] carries a $ 750.00 dollar deductible on his personal auto policy with Nationwide Insurance Company of America
On May 21st 2014, [redacted] obtained the name of the at fault party and their insurance company information.   [redacted] initiated a claim with [redacted] on May 21st 2014.  
On June 3rd 2014, [redacted] called [redacted] to obtain a status on their liability investigation.  However, he was left on hold for 15 minutes without a representative coming on the phone
On June 5th 2014, Nationwide Insurance Company of America support group member, Ms. Hope Lazrine called [redacted] and left a message for Mr. [redacted] to call back with the status of his liability investigation.   Her call was not returned. 
On June 16th 2014, [redacted] called and left another message for [redacted] to call back with the status of his liability investigation.   Again, this call went unreturned.
On June 18th 2014, [redacted] received a voice mail from [redacted] inquiring about an update on getting his $750.00 deductible back.  [redacted] first called and left a message for [redacted] to call back with the status of his liability investigation and then called [redacted] back to discuss the status of his deductible.   [redacted] explained to [redacted] that Nationwide Insurance Company of America cannot advance [redacted] $750.00 deductible until [redacted] confirms that they have accepted liability.  [redacted] indicated that he understood. 
On June 18th 2014, [redacted] called [redacted] again; spoke with a representative who advised that liability is still pending as [redacted] has not spoken with their policyholder.  [redacted] called [redacted] back and advised that [redacted] has not accepted liability at this time as [redacted] has not spoken with their policyholder.  [redacted] advised [redacted] that once the police report is received, he will attempt contacts with the at fault party if the police report has the at fault parties contact information on it.  [redacted] indicated that he will try to get the police report and fax it [redacted]. 
On June 24th 2014, [redacted] received a copy of the police report from [redacted] that confirmed the facts presented by [redacted] for this loss.  [redacted] called the number from the police report for the registered owner of the other vehicle and was unable to leave a voice mail as no voice mail had been set up.   [redacted] called [redacted] to advise of the status of this claim.  [redacted] did not have any further questions. 
On June 25th 2014, [redacted] was very upset about not getting his deductible and called Nationwide Insurance Company of America and spoke to claims associate Sean Sullivan.   Mr. Sullivan explained to [redacted] that in order for Nationwide Insurance Company of America to advance [redacted] $750.00 deductible, [redacted] needs to accept liability for this loss; to date [redacted] has not accepted liability.  [redacted] advised that he would get a hold of [redacted] himself to confirm that they have accepted liability and then terminated this call. 
On June 25th 2014, [redacted] called [redacted] to explain again why Nationwide Insurance Company of America cannot advance his $ 750.00 deductible until [redacted] accepts liability for this loss.  [redacted] further explained that he will continue calling [redacted] in order to convince them to accept liability based on the facts presented and the police report, [redacted] understood.
On June 25th 2014, [redacted] called the registered owner of the at fault vehicle, Taylor Coker.  Ms. Coker was not present when this accident occurred and did not know what happened.  Ms. Coker provided a phone number for the at fault driver.   [redacted] called the number provided for “Melody” and left a message to call back to discuss this claim. 
On June 25th 2014, [redacted] called [redacted] and advised that he provided a statement to [redacted].  [redacted] told [redacted] that the at fault vehicle owner may have been “forced” to allow the at fault driver to drive her vehicle against her will. 
On June 29th 2014, [redacted] secured a recorded interview from [redacted], the driver of the at fault vehicle.  [redacted] stated that they went to a store and were pulling out of a parking lot.  [redacted] stated that she looked both ways and began to turn right into the second lane, the one furthest from her vehicle.   [redacted] further stated that she turned and was completely in the lane and felt an impact.   [redacted] stopped and got out of her vehicle and [redacted] was very upset stating that [redacted] hit him.  [redacted] told [redacted] that was not what happened and that [redacted] vehicle hit them.   [redacted] then began to yell at Ms.Tufono and her passenger; this scared both of them which is why they left the scene.  [redacted] feels that [redacted] is at fault for this loss. 
On July 2nd 2014, [redacted] called [redacted] two times and left a voice mail for [redacted] to call back to discuss liability. 
As [redacted] has not accepted liability for this motor vehicle accident Nationwide Insurance Company of America is unable to advance [redacted] $750.00 deductible. 
If you require further assistance in this matter, please contact our Customer Relations Coordinator, [redacted]n, toll-free at ###-###-####, Ext. ##### or by email at [redacted]
Sincerely,
[redacted]
Western Claims Zone
Nationwide Insurance Company of America
Phone: ###-###-####
Email Address: [redacted]

We are in receipt of your request for information regarding the above referenced file.
According to our records the checks for the two claims...

referenced above were returned to our office on October 21, 2015 as “ return to sender/insufficient address/unable to forward".Further review of the file found claim [redacted] was received on September 23,2015 and Claim [redacted] was received on September 29, 2015. Both claims were processed in accordance with the terms of the policy contract. Reimbursement checks and Explanation of Benefits for both claims were mailed to Ms. [redacted] on October 5, 201 5. At the time the checks were processed the address on file was:[redacted]We found record that on September 23, 2015,  October 17, 20 15 and October 19, 2015 the policyholder accessed her policy through the Policyholder Portal and attempted to update the address. We show during those attempts the address was amended several times and the apartmetit number added and then dropped.On October 19, 2015  Ms. [redacted] called and spoke with a representative regarding the status of the claim checks.  Upon policyholder verification, the representative recognized the apartment number was missing from the address and processed an update to add apartment number “[redacted]” to the address.During the call Ms. [redacted] advised the representative that she had attempted several times to update her address. She also advised the representative that the missing apartment number should not have stopped the check from being delivered. As stated above, the United States Postal Service returned the checks to us as undeliverable.On October 29, 2015 the two claim checks identified above were voided and sent to be reprocessed.  Ms. [redacted] will receive payment and Explanation of Benefit's for both under separate cover.It is our business process to allow thirty days from the date of check issuance before we will process a stop pay on the check and reissue if payment is not received by the policyholder.  During the October 19th call this was explained to Ms. [redacted].We would like to address Ms. [redacted]'s comment that we have access to her account and can easily cancel the checks and refund to her account. This statement is not accurate. Our policy administration system deducts and refunds premium payments only from credit cards or checking accounts.  All claim payments are made via check.Should you require any further assistance in this matter, please contact our [redacted], Janice K[redacted],  at ###-###-#### or via email at [redacted]Sincerely,Ben W[redacted]

I completely disagree with Titan Insurance's response because they are claiming that the accident was my fault and secondly, the way she described how the incident happened is completely false. I have evidence to prove that I was clearly not
at fault and I do not see the difficulty in determining the liability. My
vehicle was side swiped to the curb causing damage on both sides of my vehicle
and the other driver’s story does not correspond to the photos I have taken of
the accident. There were only two lanes and we were driving side by side in the same direction at about 45mph. The driver was driving a large van on the left lane, I was driving right beside her on the right lane and she struck me by making an unsafe lane change. It is clearly evident that the photos I have provided support my position
and it seems that the evidence I have provided to Titan Insurance was not
acknowledged.
Regards,
[redacted]

BEWARE of Nationwide Pet Insurance. They are full of scam artists. I called to get a quote and agreed to have info mailed to me to review. I made it clear I was shopping around and was not enrolling at the time. I was told I could call after reading materials being mailed to me if I wanted to enroll. Next thing I know my employer is telling me I am enrolled and it is being deducted from my paycheck. The only reason I considered them was because my employer uses them. I called to dispute and basically was told I was lying and that I did enroll. This is complete fraud. Look up their reviews online. They are awful. I have gone with another company and will NEVER use this one. Lies lies lies.

We are in receipt of your request for information regarding the above referenced file. Ms. [redacted] is requesting a refund in the amount of $18.48 representing premium deducted from her payroll check.
According to a review of our files, on December 22, 2015 Ms. [redacted] contacted our office to...

cancel her policy as she had given the pet away. During the discussion it was discovered Ms. [redacted] actually had two policies for the same pet.- Policy [redacted] applied for by speaking with an agent on November 4, 2015.
- Policy [redacted] applied for via our online enrollment center on October 22, 2015
For both enrollments Ms. [redacted] opted to pay for the policy premium through payroll deductions. This means her premium deductions would be taken from her paycheck by her employer and transferred to Nationwide through a Third Party Administrator. Both polices were set to become effective January 1, 2016.
During the call on December 22, 2015 Ms. [redacted] requested her policy be cancelled. The cancellation transaction for both policies was completed in our system on December 23, 2015 and the information forwarded to the Third Party Administrator. Please note at the time of cancellation and as of the date of this letter, no premium has been received from the Third Party Administrator.
We have reached out to the Third Party Administrator and confirmed the cancellation requests (stop premium deductions) have been processed and that two billings of $9.24 are outstanding. Although Ms. [redacted]’s company deducted the premium from her check, the money has not been received by the Third Party Administrator and has not been sent to Nationwide Pet Insurance (formerly VPI).
Once Nationwide receives the premium from the Third Party Administrator we will refund the money to Ms. [redacted] within twenty-four hours. Please note, as explained to Ms. [redacted] during a call on January 7, 2016, it may take one or two pay periods before premium payment is received by our company. Additionally, we are not sure if we will receive both installments of $9.24 together or separately, however as soon as we receive the funds we will send a check to Ms. [redacted].
Should you require any further assistance in this matter, please contact our [redacted], Janice K[redacted], at ###-###-#### or via email at [redacted] 
Sincerely,Lynne C. H[redacted]