Nationwide

I have reviewed the response made by the business in reference to complaint ID ####### and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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 concerns. If 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, 2014 in which the 2008 Honda Civic we insure was damaged to the point it was considered a total loss. Our claims associate, [redacted] received the file on July 14 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 vehicle. The assignment was sent to the third party company who arranges our pickups, [redacted]t, on July 14. 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 16. [redacted] facilitated the release and the vehicle was moved to our salvage yard on July 24.
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 claim. Upon 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 manager. I have since spoken with [redacted] and he has my direct number for any continued concerns.
Thank you for bringing this matter to our attention. As I mentioned above, we will be taking further action on [redacted]’s concerns. Specifically, we be receiving the appraisal report and settling the claim for our customer. 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]

To whom it may concern I trying to find out how I can turn in a company for overcharging nationwide was overcharging me for my car insurance I was paying 149 a month through them I got a new company and I'm paying $79 a month nationwide had me down as a high-risk they told me if I re-sign with them they can give me a lower price which I shouldn't have to re-sign to get a lower price sounds like a bull (*word rejected*) company now they want me to pay $202.82 which I shouldn't have to pay them to overcharge me for the last eight years

[redacted] 
 
[redacted]
 
[redacted]                
[redacted]              ...

 
[redacted]
                                  
[redacted] 
This response is in reference to your inquiry dated June 3, 2014, regarding the request to remove [redacted] 
Effective February 22, 2014, driver [redacted] will be removed from the automobile policy. This change was made after receiving information that he is no longer a member of the household. Please be advised your policy is active and the correct policy number is ########. Any refund that may generate as a result of this change will be applied to the outstanding balance on the automobile policy. If there is no outstanding balance, a refund will be mailed under separate cover. 
Allied values the relationship that has developed with you as a customer while serving your insurance needs.  We look forward to maintaining this relationship in the future, as we continue to provide the level of service and stability you have come to expect. 
If you have further questions, please contact Rhonda McEwen, Personal Lines Underwriter, at ###-###-####, or me at extension ###### between the hours of 8:30 A.M. and 4:30 P.M., Monday through Friday. 
Sincerely,
[redacted]

[redacted]       [redacted]   [redacted]
 
 
[redacted]
 
[redacted]...

[redacted]
      [redacted] 
This communication is in response to the Revdex.com of Central Ohio’s inquiry in which you introduce the concerns of complainant [redacted].
 
Nationwide has reviewed this file and the concerns expressed by [redacted]. In this response we will address:  the length of time it took for the repair, the current mechanical condition of the Cadillac, paying [redacted] prior to the repair process, the extension and payment activity of rental coverage beyond the maximum policy provisions, and the value of the vehicle.
 
The repair process did take longer than expected.  The repair delays were caused by multiple factors.  Nationwide allowed this customer 20 days additional rental car expenses over his purchased coverage. We also recognize that some delays were out of the control of Nationwide Insurance and the repair facility.  The date of the accident was December 31, 2013 which is during the holiday season.  Weather in Central [redacted] during this time was unusually harsh and there were a few unusually strong winter storms that occurred in January that slowed body shop productivity and parts supply activity. One of the lengthiest delays that impacted the delivery of the vehicle back to [redacted] involved his refusal to pick up the vehicle because of a back order on a part.  The vehicle was ready for pickup on or about February 21, 2014. The only thing left to complete the repair was an after market trim molding that attaches to the fender.  The part does not affect the drivability, functionality or safety of the vehicle. It is strictly a cosmetic trim molding. The replacement part was not available anymore so a new set of four had to be special ordered. We offered the vehicle back to [redacted] at that time so he could get out of the rental and even test drive the vehicle as all the accident related repairs had been completed.   [redacted] refused to receive the vehicle back until that cosmetic part was received and installed.   
 
Nationwide is not aware of any repair issues or any new discovery of accident related damage. I responded to the [redacted] Chevrolet dealership to address a number of concerns of [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident.  I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing.   It was determined that there was nothing wrong with the transmission or any of the repairs completed. In fact, all of the vibrations felt in the vehicle including the front suspension were with in manufacturer’s specifications.  As a result of the diagnostic testing there were a few general maintenance items that needed attention, but nothing was related to the accident. The items discovered to be defective were, a hub was worn out, or slight chance it sustained some damage form the accident, and the brakes and rotors should be replaced. Nationwide conceded to pay for the hub as it could have been damaged by the accident, but the brakes and rotors are maintenance items on the vehicle and have worn out over time.  Nationwide did not offer to pay for the brakes and rotors.
 
[redacted] was certain his vehicle must be a total loss because of the damage the vehicle sustained.  As a licensed [redacted] Vehicle Damage Appraiser I conducted a complete damage assessment with [redacted].  It was determined that the vehicle was repairable based on the estimate and the supplemental damage that was discovered.  The vehicle was brought in to the shop, it was put up on a lift, and the undercarriage, suspension and drive-train were all inspected.  There was no indication that the damage sustained would drive the value of the repair close to the actual cash value of the vehicle. [redacted] signed a repair authorization / election form at the repair shop, and could have at any time told the shop he was not going to repair his vehicle there.  This did not happen, so the repair shop moved forward with the repairs.
?
All delays were addressed and Nationwide has paid a fair amount for the rental. [redacted] has Loss of Use (rental) coverage limits of $40 per day, with a maximum coverage of 1100. Nationwide has paid for all rental provisions under the contract and also assisted our customer with additional rental car coverage over the purchased limits to compensate [redacted] for delays caused by the holiday’s, weather, and repair productivity . [redacted] chose to purchase additional insurance coverage on the rental vehicle. This contributed to additional expenses related to his rental contract. 
 
The value of the vehicle was determined by running the CCC evaluation. The evaluation method is approved by the [redacted] Department of Financial Services. The value stated on the evaluation is $18,566.14. The complete damage estimate is $11099.00.  The damage ratio to value is 59.73% to value. In the state of [redacted] indicates a vehicle should be considered a total loss when the estimate exceeds 75%.
 
Nationwide will continue to address the concerns of [redacted]. All of the concerns addressed above have been discussed with [redacted] by myself and our Associate Director [redacted] on more than one occasion. Our position has always been that if there are additional damages that are attributable to the December 31, 2013 accident we will address them. There has been very recent communication with [redacted] and he has not brought any new damage concerns to our attention. 
If you require further assistance, please contact Customer Relations Coordinator, [redacted] at ###-###-####, or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.

This letter is in response to the complaint filed with your agency by [redacted]
regarding the past due payment owed to Nationwide and effort to collect the debt. I
have reviewed the details of the policy and will be happy to respond to the concerns of
our policyholder.
In his correspondence with the Revdex.com, [redacted] states that a
Nationwide Homeowners policy was issued for him without his knowledge. He states
that he requested that it be cancelled and that he was still billed for a portion of the
premium. He indicates that the account was eventually sent to the Collections
department. [redacted] has requested that his Nationwide Homeowner policy is
cancelled back to the date of inception and that the collections efforts are terminated.
I have confirmed that [redacted]’s policy has been cancelled back to the date of
policy inception- September 30, 2013 and there is no money owed on the account. The
Collections department has been advised to close the collections account. They will be
sending [redacted] a closure letter.
I sincerely apologize for the inconvenience that this matter has caused [redacted].
If we may offer any further assistance in this matter, please contact our customer
advocacy coordinator, [redacted], toll-free at ###-###-####, ext. #####, direct
at ###-###-####, or by email at [redacted]
Sincerely,
[redacted]

From: [email protected] [mailto:[email protected]] Sent: Monday, March 16, 2015 11:30 AMTo: [email protected]: [email protected]; [email protected]; petrisd; Catherine McLaughlinSubject: Re: Complaint 10364058   Please add to complaint 10364058.   Good morning, I have not requested a new agency to assist me as of yet and have informed you that once I have a resolution regarding all matters I've addressed I would then decide if I wanted a new agent. Nationwide Headquarters  informed me on 3/12/15 to have your agency rewrite my policy. This change of Agency was not authorized or requested by me.   This now creates further delay in getting policy rewritten. I've been requesting for my policy to be re written since October 2014.  Please send all documentation as requested and rewrite my policy as requested.  Thank you,  Ms. [redacted]

This letter is in response to the complaint filed with your agency by [redacted] regarding her Automobile policy.

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1.    In regards to the address and name change on the billing account and Auto policy.
a.    The original address when the policy was written showed: [redacted] 
b.    On March 6, 2013 the address was updated to: [redacted].  This was also updated on the billing account on March 5, 2013.  This was a request from the member when she called the Service Center.
c.    On January 31, 2014, the name field was updated to show the member’s full name: [redacted]. The address was updated to: [redacted].  This was an update from the agency.
d.    On March 31, 2014 the billing address on the account was updated from [redacted] to 1[redacted].  This was an update from the member calling in regarding a letter in the mail.
e.    On May 1, 2014 the billing address on the account was updated from [redacted] to [redacted].  This was an update from the agency.
2.    In regards to the Notice of Expiration and Notice of Cancellation the member received.
a.    The Notice of Expiration was sent on February 25, 2014 for $91.20.  At the time the notice was sent we were unaware that a payment had been made as it was applied to another account.  A payment of $91.20 was received on March 5, 2014 which removed the warning status on the policy.
b.    The Notice of Cancellation was sent on March 25, 2014 for $85.30.  A payment of $85.30 was received on April 7, 2014 which removed the warning status on the policy.
c.    On April 9, 2014 the payment of $90.43 that was sent in on February 11, 2014 was located and moved to the correct billing account.  The $10.00 late fee that was charged was also removed.
3.    In regards to a refund, there was no overpayment on the account.  The policy renewal premium for February 19, 2014 was increased by $10.20 from the previous renewal.  The reason for the increase was due to the Advance Quote discount diminishing. 
a.    The six month premium for February 19, 2014 was $522.80 which is $87.13 per month.  On February 4, 2014 the address was updated and a credit of $45.10 was applied to the account.  This change lowered the current February 22, 2014 bill to $81.20. 
b.    The Notice of Expiration was sent for $91.20 which included a $10.00 late fee.  The payment of $90.43 would not have been enough to cover the February bill had it been applied correctly.
c.    A payment of $91.20 was received on March 5, 2014 which paid the total February bill in full.
4.    The bill due April 19, 2014 for $82.80 was paid using the misapplied payment of $90.43.  The difference of $7.63 was applied to the policy balance which lowered the three installment amounts.
I have issued a check for $6.00 to reimburse the member for obtaining a copy of the money order she acquired.  The check will be sent via mail and will take 7-10 business days to reach her.
I have also included a copy of the Policy Declarations and a billing breakdown for your review.
If you require further assistance, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or by email at [redacted].
 
Sincerely,
 
[redacted]
[redacted]
###-###-####, Ext. #####

I have reviewed the response made by the business in reference to complaint ID ####, and find that this resolution is satisfactory to me. I will resend proof of my insurance to [redacted] in the following days.
Regards,
[redacted]

[redacted]...

[redacted]
 
Dear [redacted]
I am in receipt of the complaint for [redacted] in which she requesting assistance with her claim.
02/13/2014
I have spoken with [redacted], apologizing that our service did not meet her satisfaction. I discussed her claim and
we were able to come to an amicable agreement. I am in the process of sending her correspondence confirming the
settlement. Once she returns the sign release we will be making payment to bring the file to a conclusion.
Should you have any questions or concerns please do not hesitated to contact me at the numbers below.
Sincerely
[redacted]
Office: ##########
Fax: ##########
Email: [redacted]
Victoria Fire and Casualty dba Titan Insurance

I am in receipt of your email to [redacted] dated November 2, 2015.
I am providing you with the following information:? Renewal Declarations? Billing StatementsPolicy 7842D 349516 renewed on October 7, 2015, with a term premium of $606.90. On September 4, 2015, a Renewal...

Declarations was mailed to the address on file advising the member of the new 6 month premium.The increase in the 6 month premium, from $540.70 to $606.90, was due to several changes:? A statewide rate revision for Colonial County Mutual Insurance, a Nationwide Company.? A reduction in the New Vehicle Discount as this is a diminishing discount. This discount applies to automobiles with model years within the past five years. The current model year increases every year on October 1st, regardless of the actual introductory dates of the makes and models.? The removal of the Easy Pay Sign-up Discount as this discount is only applicable for one term.On September 14, 2015, a draft statement was emailed to the email address on file, at [redacted], advising $106.06 would be deducted from the member's bank account on or around October 7, 2015, which was the first payment of the renewal. The bill also notified the member that his automatic Electronic Funds Transfer amount would increase at the next monthly withdrawal and explained what to do if he objected to the increase. The first payment of the renewal did not reflect the renewal increase due to [redacted] House Bill 3221. In order for Nationwide to be in compliance with [redacted] House Bill 3221, we are required to notify account holders 30 days in advance of any renewal premium increase greater than $2.00. At renewal; the first withdrawal amount of $106.06 was based on the prior term premium. The bills for the remainder of the term will be adjusted to approximately $130.85.
On October 23, 2015, a draft statement was emailed to the email address on file, at [redacted], advising $130.85 will be deducted from the member's bank account on or around November 7, 2015.
If you have any additional questions, please contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.
Sincerely,
Christina L[redacted]

[redacted] 
[redacted]
 
[redacted] 
[redacted] 
[redacted] 
/>
In review of the complaint, [redacted] was requesting the collection amount of $327.80 be removed. The additional amount was due to the addition of an individual of driving age who resides in the home. 
Per our consistent business practice, all individuals of driving age must be rated or excluded on the auto policy. The company received notice from the Motor Vehicle Administration that [redacted] used the address on this policy to obtain a drivers license; therefore, he was added to the policy. 
The company did not make an error; however, based on the customer service received and the exclusion not being offered until after the driver was already rated on the policy, the company is waiving the collection amount of $327.80.  The collection agency has been notified. 
Please let me know if anything additional is needed. 
Sincerely, 
[redacted] 
________________
Here is the Agents's response that was  omitted in the first response.  Thank you. 
Agent Response 
Based on the customer contact notes  attached, the calls from the customer 
were not transferred to a Satellite office, but to the Nationwide PLSC.  My 
office  policy is to utilize the PSLC  whenever we can for member 
servicing.  This is in-line with  Corporate's strategic direction for the 
Agencies.   If a member specifically wants to speak with an agent , either 
myself or one of my Associate Agents will take the call.  In this case, at 
the customer's request, [redacted] was the Associate Agent who assisted. 
If a situation arises where the customer only wants to speak with me 
personally, then the call is transferred to me.  In this case I didn't read 
where the customer only wanted to speak with me.

I read you finding from your investigation of my concerns as
a customer I should have been made aware of the status of my claim without me
having to call anyone.   As a courtesy to
your customers a letter, email or simple phone call could have easily been done
which would have avoided me from contacting your claims representative.
If your representative called repeatedly needing information
from me, left voice messages but I ignored them and never responded…They would
not like it one bit…and neither do I.
I do not accept your response letter; it stands to reason
that you are covering up for your employee instead of addressing the issue.
It seems to me that customer service should be the life line
of any business…without the customer you don’t have a business.  I demand any apology for no response from your
claim representative for ignoring and not responding to any of my phone
inquiries concerning the status of my claim.
Regards, [redacted]

Nationwide claims associate [redacted] called the coverage center and spoke with a representative by the name of Amy who stated that [redacted]'s policy cancelled on 9/23/12. [redacted] took out a new policy with Titan but not until 2/14/13. Therefore...

there is no coverage for this loss.
 Claims associate [redacted] also called Medlin Brothers Collision and they stated they just got a new computer system 3 months ago and therefore they do not have any information easily accessible regarding Timecia McAllister but they may have documents in their storage.  The shop representative stated that Mrs. McAllister should have a receipt marked paid if she paid out of pocket for the vehicle as they stamp all receipts paid when customer's pay. Claims associate [redacted] then called the claimant carrier [redacted] @ ###-###-#### X #### regarding this loss under their claim ####### and spoke with adjuster [redacted].  [redacted] stated that they issued a check to their insured [redacted] for $453.23 under COLL and a 2nd check under PDUM for $400 for the deductible. Both checks were paid to [redacted] directly. Claims Manager, [redacted] called customer [redacted] and left her a voice message requesting a call back to discuss the final outcome. According to our investigation, our insured [redacted] had a policy with Nationwide that cancelled prior to this loss date. In addition, it appears [redacted] has already paid [redacted] for these damages.

I am EXTREMELY upset and frustrated by the horrible customer service and underwriting processes at Nationwide. My husband and I selected Nationwide as our Homeowners Insurance provider and they cancelled us after less than 2 months! I initially signed up for the services online and provided all necessary information for the premium and payment to be paid through our escrow account. Nationwide had no problem taking $1300 out of my escrow account almost IMMEDIATELY. Then, we receive a letter in the mail about 3 weeks later which states our premium is being cancelled because we did not provide the requested information. What?! We never even received any previous letters requesting information! I contact Nationwide and spend almost a HALF HOUR on hold and TWO HOURS speaking to TWO different representatives providing them information they claimed was needed. The associate PROMISED ME she would follow-up with me via my e-mail, which she verified. She told me that the "Underwriting Department" needed to review the information and that she would follow up with me regarding the response. I NEVER RECEIVED ANY FOLLOW UP. My assumption at this point is that all matters have been resolved, therefore, there was no reason for follow up. One week later, I log in to Nationwide online to see that my ACCOUNT IS CANCELLED. WHAT THE [redacted]! I call Nationwide immediately and speak to a representative who says that my premium was cancelled because my husband and I were not able to verify whether the plumbing and wiring were updated in our house. Our home was built in 1952, HOW IN THE [redacted] are we supposed to know if the plumbing and wiring were updated? We've only owned the home for 2 years. If the sellers did not disclose whether the plumbing and wiring have been updated, what do we do?! We obviously can't have insurance with Nationwide! Nationwide obviously does not value their customers and their retention is probably horrible due to their egregious and dumbfounding policies. I will never use Nationwide again OR EVER recommend them to friends, family or anyone.

I would like to let you know what is happening with [redacted] insurance.   [redacted] from [redacted] contacted me via phone and said he needs to see my car.  He did come to my home on Monday December 22 at approximatedly 10AM.  He took pictures of the car, under the hood and outside of the car.  He them asked if I had the bill of sale for the vehicle and I provded him with the original bill and he took pictures of it.   He said [redacted] would get in touch with me , probably by Tuesday, Dec 23rd.     Meanwhile when he left  I visited [redacted] Subaru in Kingston PA and spoke with [redacted], Sales consultant (###-###-####) .   I told him I wanted to trade in my 2015 Legacy Premium  for another 2015 premium.  I told him about the accident.   He spoke with his general manager for quite a while and when he came back to me, he stated that when they entered the VIN in Carfax it came back as Major Damage.  He told me because of that  accident and Carfax report, my car's value is extremely diminished.   I asked him the worth of my car and  he stated that because of the accident ,  my car is worth $17,ooo in a trade.   If there was no accident, the depreciation would be only $2500.    Again, I was devestated!  My car's sticker price was $26,908 and after trade in and discount I paid $25,203 plus Tax of $1002.18.
On Tuesday December 23, 2104, [redacted] from [redacted] called me at approximately 1:40pm.  She stated that [redacted] would give me 10% off what I paid for the car or $2520.30.  I told her what Mr [redacted] stated to me about the diminished value at [redacted] Subaru  and she asked for his name and phone number which I gave her.  She told me she would contact him and call me the next day.  
Today is Friday, December 26, 2014 and I have not heard from [redacted] or [redacted].   
 I believe [redacted] should reimburse me for the diminshed value of my car which is approximately $8000.  Their insured, [redacted], was at fault and they should be liable for the diminished value of my brand new 2015 Legacy premium which I only owned for 5 days when Mr [redacted] ran a red light and hit my car which  sustained heavy front end damage.  
I would greatly appreciate your help in expediting this settlement.

[redacted]  I read the entire 15 paragraph response by NW, I called the relation manager To confirm who authored that reply, I left a message when the recording indicated " [redacted]
" would not be available until 12-22-2014. As [redacted] was the most involved NW employee I will refer to him or NW as the case may be. I oppose most of NW's handling of the repair and their lengthy reply. In Paragraph 3 " NW offered 20 days additional over his purchased coverage" I include [redacted]'s
email to me (3-17-14) "approved for three days" Also in Paragraph 3 " your vehicle will be ready on or about Feb. 21 2014 "see [redacted]'s emails ( 3-13) " I will be visiting shop tomorrow to check on status of repairs") this is almost a month past promise date and he is merely '' checking status". Further please see NW's shop emails (3-19) and ( 4-1) and ( 4-25). All delays, all unnecessary if repair were prompt and correct. Now we are in April 25, and my car must be at NW's shop, and [redacted] for continued Work on original repair. Sadly this is 115 days from accident. In a NW shop email (3-31) They state "Sorry for delay we are in process of ordering another part." [redacted] stated the delay of pick-up was due in part to me, for refusing to pick up a car that That was completely drivable. This claim by a "professional" is unrealistic. The "cosmetic trim " is factory installed, ordered by original customer, if driven as suggested by NW, salt, water, Dirt would get into cavities inside the four fenders and create havoc in future erosion, wiring Electrical shorts and more, they are basically 0 rings, I worked for NASA for a brief period, 0 Ring failure can lead to terrible failure. Also NW shop's [redacted] said he tried 4 - 5 Different companies each time they did not match. That would be 60 mile round trips from [redacted] to [redacted], X 5,300 miles, yes [redacted] expected me to this while driving A car on winter roads, many times covered in salt. I refused . Paragraph 4 NW states my transmission went through "extensive testing" No it did not. I asked [redacted] to do a simple magnet test to see if there were any metal shreds see email ( 2-3) He ignored my request. Also in paragraph 4 NW admitted one Hub could have been damaged In the original accident, see receipt (4-11). This represents a point in time over three months From original call, 103 days, and we have been driving a noisy vibrating car, they finally get one Of many issues fixed. April 25,115 days, almost an 8 year old car we need to bring it back For original repair defects see (4-25). The value of our car has been reduced to nearly 0 because NW put us through 37 trips, They were determined this guy [redacted] wants his car totaled so we must not let him be right. I advertised on a great site 'Auto traders', took a VIP add had over 30,000 views not one (1) call with any offer. Terrible, we must try to use the car ourselves, we have no options. What a Shame. There is more, but I respect your indulgence this far.  Sincerely [redacted] ###-###-#### P.S. Yes, the car still vibrates more than it did prior to loss. (12-3-14) Many of emails enclosed are meant to prove "They" said those statements.

This is an update on the above case regarding [redacted].
The MD Claims Manager comments: On 12/12/15 an inspection by [redacted] took place at [redacted]'s address to determine Diminution of value. We received the report on Monday 12/14/15; I contacted [redacted] and reviewed the report and the amount of Diminution of value loss of $2068.00. I emailed the report to her that evening. She replied on 12/15/15 via email, she was in acceptance of the offer for Diminution of value in the amount of $2068.00. We issued a check settlement on 12/16/15 and sent it to her address on file. The complaint has been resolved and closed based on settlement.
If you have any further questions, please feel free to contact me.
Sincerely,Ed [redacted], IIClaims Manager540-582-[redacted]

It took MONTHS for VPI to honor their contract with me. I purchased this insurance for my dog who has a tendency to eat underwear. I informed the insurance company that I had taken him to the emergency vet, and they had treated him for a foreign body (which is covered). But because the paperwork said his SYMPTOMS were "vomiting" they couldn't honor my contract with their company. I explained multiple times as well as my vet office that he was vomiting due to a foreign body. They asked if I went for a follow up visit (which I did not because he passed the foreign body and the vet said I didn't need to have a follow up visit). I even offered to mail them a picture of the foreign body, and they still refused. I finally had to file a claim with the Board that regulates insurance companies in Virginia, and they did a investigation and DEMANDED that VPI reimburse me. I had been paying for this insurance company for years, and the first time I needed them they refused my claim (multiple times). They are the worst! Don't ever use them! My vet doesn't even recommend the company.

Thank you for the opportunity to respond to Mr. [redacted]’s concerns regarding the cancellation of the above referenced automobile policy for non-payment of premium.
A summary of the billing history on Mr. [redacted]’s account is as follows:6/10/16: Bill sent for the amount of $185.65...

with a due date of 7/4/16.7/6/16: Renewal processed at $2,963.82.
7/7/16: Payment made in the amount of $230.85 (this resulted in overpayment o $45.20).
7/12/16: Bill sent for the amount of $246.99 due to the new renewal calculation on 7/6/16 resulted in higher monthly billing amount.7/12/16: Adjusted statement for $206.79 (this is the $246.99 minus the $45.20 overpayment) + $5.00 processing fee due on 8/4/16.8/5/16: Payment made in the amount of $206.79.
8/11/16: Bill sent for the amount of $251.98, this is the monthly bill of $246.98 + $5.00 processing fee due 9/4/16.9/6/16: Payment made in the amount of $206.79.
9/8/16: Amount due of $266.98, this is bill for $251.98 plus $15.00 late fee (subtract the payment of
$206.79 leaves balance due of $60.19).
9/8/16: Warning notice sent for $60.19 due by 9/28/16 or policy will cancel for non- payment ofpremium.
10/5/16: Payment made in the amount of $246.22, past the due date of 9/28/16, therefore policy wasdenied reinstatement. Denial letter was mailed and excess payment refunded.
Copies of the billing notices, warning/cancellation notice, and denial letter are included for your reference. We are in compliance by mailing the billing statements to [redacted], the address provided on the billing account. The cancellation notices are mailed to the last provided address on the policy which is [redacted]
Unfortunately, we are unable to approve a reversal or a reinstatement of the policy at this time, due to the policy has not been insured with Nationwide more than 5 years, and payment was not received prior to the 9/28/16 due date.
If you have any further questions or concerns, please contact our [redacted], Janice K[redacted] at ###-###-#### or email at [redacted]
Sincerely,Kristin M[redacted]###-###-####