Nationwide

I had been a loyal customer for YEARS, made a single late payment and my policy lapsed. The morning after the cancellation date, I called to express that the late payment was literally a lapse in memory and that I spaced the payment but wanted the policy reinstated. They would not reinstate and requested that a new quote be performed. Since I was already a customer and this has never happened before, I agreed to the quote. I was told that because of the 1 day lapse, I would now have to pay a deposit equal to 6 months for the policy as well as endure a rate increase of nearly 77% as if I had gone without insurance for several months. Obviously, this was ridiculous so I shopped the competition! One would think that loyalty would be rewarded, well not with Nationwide! Additional...the vanishing deductible is a joke, I am and always have been a safe driver. I have never filed a single claim nor made any late payments with the exception of that ONE, and I've not seen any decrease in my deductible since I've been a customer. I've tried to reach out to my agent for MONTHS and have yet to receive a call back/response. I think it blows my mind that they would rather lose a customer all together as opposed to resolving minor issues for long-time customers. By far the worse in customer service of any of the top insurance providers. Unfortunately, I moved all of my policies to one of their top competitors the same day at a much better rate and with better coverage upgrades.

[redacted]
We are in receipt of your letter dated January 14, 2015 and have reviewed our file to address your...

concerns. 
Our insured has a personal auto policy with a liability limit of 100,000. The loss date was 7/4/2014 the loss was reported to Harleysville on 7/25/2014.
We inspected [redacted]’s vehicle on 8/1/2014 and wrote an estimate of $1522.29. This vehicle is 1987 Mercedes Benz 300 SDL with over 204,000 miles. According to the appraiser, this vehicle was in poor prior condition with peeling clear coat and rusted body panels spread over the entire length of the car. See attached photos showing the poor condition.
The appraiser wrote the estimate to repair the car back to industry standards and allowed for proper refinishing times using the CCC1 estimating system. The estimate can be taken to any shop [redacted] chooses to have the vehicle repaired at, and we will secure an agreed price. We will only repair and paint the damaged parts that were damaged during the loss, we will not restore, by fixing the rust or refinishing area’s where the paint and clear coat have peeled over time. I have attached the estimate along with the photos.
[redacted] still was not satisfied at that time and elected to go through his carrier, [redacted]. They requested reimbursement through subrogation and we paid the amount of $1695.44, on 9/17/2014 which included [redacted]’s deductible. Any supplements submitted by [redacted] will be considered.
Should you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted], at ###-###-#### or via email at [redacted].
Sincerely,[redacted]###-###-####[redacted]

[redacted] 
This letter is in response to the rebuttal by Nationwide to my original response for the
above referenced complaint and correspondence received May 21, 2014
Policy: ########
Issues: Unprofessionalism, insufficient remuneration and unethical business practices.Unprofessionalism:
Failure to Act in a Timely Fashion
I have included a copy of my account showing the dates and the deposits that were
made to my account. The first one was on the 10th after two phone calls to remind [redacted]
 When talking to her during the initial interviews I told her I had mortgage
payments due the first of the month and she assured me that would be taken care of.
As you can see by my bank account statement the first payment came on the 10th the
same day my second mortgage payment was coming out. That would not have
happened if I hadn't called her again (2nd time) to remind her to do it. My mortgage is
biweekly so my first payment after the fire was December the 27th which I did. As you
can see [redacted] immediately did the February payment.
As for the payments to [redacted] and to [redacted] of $1 273.00 and $1,888 I
never even knew Nationwide paid them or how much it was. I don't know who
[redacted] is? I'm assuming it is the Fire Department. I'm sure it was paid with my
policy, but I received no information on it.
Failure to Address Concerns:
Meeting at [redacted] did apologize for having our first meeting at [redacted], but [redacted]
just sent me a spiteful e-mail with a lot of incorrect information in it blaming it all on me.
(attached is the letter from [redacted] Feb.4th) I have hand written corrections on the
letter.
Failure to Disclose Pertinent Information on the Claims Process.
[redacted] stated they had made numerous attempts to explain the claims process.
[redacted] never attempted to explain the process, she just told me some of the
things she was going to do and asked me questions. She was always in a hurry. **
[redacted]
 did explain about the possibility of buying another house within a designated
time as an additional option to rebuilding or receiving a check. I told him I may consider
that as an option. [redacted] kept telling me it is better to pay off the mortgage
company with a separate check and what information I would need. No one explained
what the process was to come to a final figure of property damage. [redacted] had
explained we would discuss and compare estimates and other cost documents to come
to agreement. That has not happened. Contrary to [redacted]'s statement
"[redacted] advised she would get back to us in a few days regarding how she
wanted payment disbursed." Not true. I said I would get back to him by Friday to let him
know if I would agree that he could write a check to pay off my mortgage. On
February 14th I called [redacted] and agreed to allow Nationwide to write a check to
me and the mortgage company in the amount equal to the remaining mortgage.
[redacted] failed to respond to this conversation or to the fact they encouraged me to
get estimates and that we would meet again.
I truly believed we were meeting again to review that information in order to
finalize the actual property damage.
[redacted] fails to address my emphatically stating I wasn't ready to sign anything
and his repeated statements that I didn't have to sign anything because this is not the
final amount. He just would like to get the mortgage paid off for me.
In his rebuttal letter of 5/22/14 [redacted] fails to address the fact they put money
into my account without my approval or knowledge.Potentially Unethical Business Practices
[redacted] stated correctly that my management company had contacted [redacted]
to secure my property. [redacted] had told me that was good and that is who
she would have recommended. From that time on [redacted] kept wanting to meet
with me and discuss rebuilding. I was not ready to talk about rebuilding yet and told him
that several times.
[redacted] failed to respond to why their preferred vendor, [redacted], agreed with
their estimate without even looking at the house or why [redacted] wouldn't meet me
at my house so I could give him information needed to make an estimate, or that when I
[redacted]ed no one had been working on an estimate with [redacted] as **
[redacted]
 had previously stated.
[redacted] failed to respond to why they didn't consider the estimates of the 3 other
contractors that were fire restoration contractors, but not one of their preferred vendors.
Nationwide
Nationwide did not disclose all information of process or explain what they were doing
during the Developing the Estimate step. Neither [redacted] nor [redacted] ever
said the terms resolution of the claim. I repeatedly said I was not ready to sign anything.Insufficient Renumeration
[redacted] stated they reviewed each of the documents in entirety. That is not true.
They passed them around the table and they all glanced at some of the documents and
asked [redacted] to make some comments. I fully understand that there would be
some difference due to retail prices vs/ wholesale. Twelve of the windows are in frames
in parts of the home that is not being reframed or gutted, so they will have to deal with
existing frames. I had literature on the type of windows that had been purchased which
no one looked at to know what qualities and characteristics these windows had. Their
program is limited to a predetermined amount. My receipts didn't include the 7 windows
in the sun room which are full length windows and the cost difference is still very
significant. ($21,000 vs/$7,000)
Demolition costs were for total demolition as both companies stated it would cost more
to do selective demolition.
[redacted] stated that my square footage is inaccurate. Nationwide estimate's
square footage for the bedroom over the garage and the garage are quite different even
though they are the same size; one above the other. The square footage of the upper
floor (which is gone) and the down stairs under it are difterent even though they are the
same size. They never looked at how I calculated it.(attached) The square footage of
the portion not burned is exactly the same as mine and the property assessment.
I do contend that Nationwide encouraged me to obtain estimates. As I included in the
last rebuttal, Nationwide provided names of companies they recommended.
At the 3/31/14 meeting it was the first time [redacted] stated that we were done and
any changes of the estimate will only occur during "discovery" when they are in the
process of rebuilding. In other words you do not calculate all damages unless you
rebuild.
[redacted] failed to discuss the letter I received following our 02/11/2014 meeting with
the estimate which did not indicate any payment and has a paragraph on the second
page entitled "What To Expect"
We'll review all documentation you send us to determine the reimbursement
amount. Our total payment will not exceed your limit of coverage.
(copy of letter attached)
I really believed we were still in the Developing an Estimate step and it was my
responsibility to obtain other estimates and documents. Which I did.
Summary and Conclusions:
I feel Nationwide was not professional, personable, or ethical. They never explained the
steps that [redacted] now clarifies as: Investigation, Evaluation, Developing an
Estimate, and Resolution of the Claim.
I felt we were in the Developing an Estimate. The term Resolution of the Claim had
never been spoken.
Yes, I am very unhappy with the experience I have had with Nationwide. I hold to my
statement I feel [redacted]s behavior was deceitful. I feel I was not informed about
the process, was misled, was pressured, and was treated with lack of respect. I would
hope this is not the way Nationwide wants to do business.
Sincerely,
[redacted]

This is insulting to my intelligence. This company "proactively" called me to inform me they would like to pay the interest that I paid over the 60 plus days it took to close this claim. The issue is that my claim with the Revdex.com was not for interest but for one full months car payment ($527), that I had to pay while not having a car. I paid 2 months, but felt that 1 month was reasonable, when in reality once my car got to the correct [redacted] garage it took about 72 hours to build a quote.
The ball was dropped by the insurance company, taking a [redacted] to a garage where they obviously have a standing agreement. It was no surprise to me that they did not have the equipment to fix this type of car which added to the delay. This company (Nationwide) has debited money out of my account automatically for years.  Now that it is time to pay a very insignificant amount to a customer for the worst customer service experience ever, it is like pulling teeth.
If the representative from Nationwide was without a car they were paying on, for 8 weeks what would they expect from the company who was directly liable? I requested $527 which is equal to one months car note for this vehicle, and I was willing to accept and pay for the second month.
It is despicable, and unprofessional for Nationwide to infer that my request was for interest paid. That is not the truth.

[redacted] 

class="MsoNormal">Thank you for your recent inquiry regarding a complaint you received from [redacted] on November 12, 2014.  If I do not provide the information you need for this matter, please do not hesitate to let me know.
 
[redacted] has a Nationwide Mutual Fire Tenants HT-31 policy that provides coverage for his personal property.  His policy provides coverage for replacement value of property damaged by a covered loss.  The policy pays actual cash value at initial settlement and once documentation is received confirming the property has been replaced, an additional payment may be issued for remaining depreciation as indicated on the estimate provided to the insured.  
 
[redacted] was issued a check on June 4, 2014, in the amount of $3,389.67, for the actual cash value and sent a copy of the estimate for his property that was damaged in the loss.  On the same date, the insured was sent a letter regarding how to recover the depreciation for his property, as the adjuster was unable to reach [redacted] by phone to discuss this.  In addition, Nationwide attempted to reach [redacted] on June 10, July 8 and September 10, 2014 regarding the depreciation with no response.  Another letter was sent to [redacted] on July 8, 2014, addressing how to recover depreciation withheld on his property, but again no response.  On November 19, 2014 I called and emailed [redacted] and received a response via email indicating he was not available to discuss his claim but rather would attempt to contact me the following day to discuss it.  
 
Based on my review, the documentation needed to review for additional payment has not yet been received from [redacted] and Nationwide has made attempts to reach out to him for this documentation with no success.  I will continue to reach him to discuss the claim further as 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 call me.
 
Regards,
 
 
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Office: ###-###-####
Fax: ###-###-####

Dear [redacted] 
The following is our response to the Revdex.com in reference to the above mentioned concern...

received on March 6, 2015.  
On February 10, 2015, Nationwide Associate [redacted]) prepared an initial estimate to repair damages on [redacted]’s car.  On February 23, 2015, [redacted]’s chosen repair facility sent in a supplemental request for additional repairs.  [redacted] called [redacted] on the same day to explain that he was instructed by the repair facility on February 10, 2015, that he was not allowed on their premises and as such he could not perform an inspection at that location.  [redacted] and [redacted] spoke on February 24, 2015, and he informed her that it would be her responsibility to make her car available for inspection and followed up with her on February 25th.  [redacted]’s manager also spoke with [redacted]’s spouse on that day.  [redacted] followed up with [redacted] on March 2nd and on March 4, 2015; [redacted] advised [redacted] that the vehicle would be towed to a location on March 6, 2015 for an inspection.  [redacted] inspected the vehicle on March 6, 2015 and determined that the vehicle was a total loss. 
The terms and conditions of [redacted]’s insurance policy does not provide coverage for towing expenses incurred as a result of the insured’s chosen repair shop’s decision not to allow Nationwide to inspect the vehicle on their property.  Although this tow was not paid/reimbursed, all other tows have or will be reimbursed. 
Nationwide’s automobile insurance policy provides coverage for towing when the vehicle is disabled or to protect the vehicle from further damage and further requires the policyholder to make the damaged property available for our inspection. 
If you have any questions or concerns, please feel free to contact me at the number or email provided below. 
Sincerely,
         [redacted] Material Damage Auto Claims
Nationwide Claims
###-###-####
[redacted]

Thank
you for notifying us of your complaint. We strive to provide our customers with
the best possible service, and when a customer feels that we failed to meet
their expectations, it’s important for us to know.
We’re
sorry that you received service that prompted you to contact us with...

a
complaint, and we regret any inconvenience or frustration that this experience
has caused you. To ensure that our staff conducts itself in a manner that
reflects the high regard that we have for our customers, we always review them.
I’ve reviewed this complaint with our associates that were involved with your
services and proposed sales for new equipment.
Our
Service Agreements are based on performing maintenance and servicing of a
customer’s heating and air conditioning equipment. The Sales of new equipment
is handled totally separate. The two are totally different Agreements and based
on Ohio Law.
Your
home or condominium’s heat pump is located in a very difficult location as you
are aware by mentioning the use of crane to remove and set the new unit. We
were trying to avoid the use of a crane since the expense of one in your
installation would have been very expensive. The proposed working on your
heating and air conditioning system posed some extra expenditure to do this professionally
and safely. This complicated the sales effort and scheduling of the removal of
the old equipment and your installation of the new equipment for your
condominium.
I
reviewed your complaint with our associates and the conversations you had with
them. I know about the multiple conversations concerning your request for the
multiple proposals to replace the equipment. My conjecture is they took the time
to explain about our services and our pricing in great length.
I
will concede a concession in your situation due to your history and the use of
your Service Agreement. You have already used over half of your Service
Agreement. You used two of the two service calls under the Agreement. I know
you had the heat pump repaired by another contractor and that voids your
Agreement with us. The resolution offer of $132.50 will be half of what you
paid us over eight months ago for the one year Agreement. We will issue a check
to you for this amount once this is settled.
Our
customer’s patronage is important to us, and we sincerely apologize for not
meeting your expectation of quality service.
Thank
you again for bringing these matters to my attention.
Sincerely,
Mark
Favret
President

[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]
On 2/13/14 I called nationwide to let them know what happened and put in a claim. I was told that I could put in the claim but I needed to speak to my local office for any further questions. Since Atlanta just went through an ice storm everything was closed till Monday. When I spoke to the local office was when I realized I was told the wrong information by nationwide. I called the nationwide 800 number that day and canceled the claim. There was no reason to file a claim for something that was less than my deductible. I canceled it the second I spoke to my local office and knew Nationwide lied. 
In the following statement by [redacted] to Revdex.com indicates you inspected my windshield. The statement below is a belated lie and never happened.
"This claim was reported to Nationwide on 02/13/14 as a windshield glass damage claim. The glass damage was inspected and it was determined that the windshield could not be repaired and needed to be replaced."
At this point based on nationwide response to my claim I can clearly see that they aren't going to do the right thing. As I stated in my initial complaint to Nationwide the only reason I spoke to [redacted] is because of [redacted]. How she treated me, no one should have to go through that and I explained that to [redacted]. (I spelled out her behavior in my initial complaint) 
She didn’t even bring that up, and she has now lied about what Nationwide has “inspected”. When I spoke to [redacted] I was very clear about my issues, which was [redacted], and Nationwide not taping or recording calls (which was an issue I found out from her on our call that no calls to [redacted] local offices or corporate are being taped or recorded.) 
I am a very distraught “NEW” customer and starting next month will be seeking another insurance provider. I would hope all my letters make it to someone other than [redacted] or her dept because the trust is lost. I also will follow up and ensue that Revdex.com has gotten valid feedback from your company that isn’t a lie or fictions.
The resolution for me would be this information gets to the CFO or a person that matters so this doesn't happen to another customer. I had just gone though a big storm and had Nationwide employee handled it different this complaint would have stopped with them. Instead, I spoke to Lori who wouldn't even talk to me on the phone because she claimed my name wasnt on the policy and it's my car. And now to see that [redacted] hasn't told the truth, is discouraging. I will be seeking another provider and leave Nationwide as soon as I can get!
Please let me know the outcome Revdex.com and if this reaches someone that will listen about a major customer service issue and bias in their corporate offices. 
Thanks [redacted]

We have reviewed the coverage on the Automobile policy and we are correcting the policy to add Loss of Use coverage effective March 16, 2013, the date that the 2008 Chevy was added to the policy. This will result in additional premium of $17.30. Ms. [redacted] may then submit all receipts regarding the...

rental coverage for her claim. 
We hope that this satisfies Ms. [redacted], and we apologize for any inconvenience experienced in this matter. If you have any further questions or concerns, please feel free to contact me.

This letter is in response to the inquiry received from your office on April 4, 2018. This claim is for damage to Mr. [redacted]’s rental property...

due to bats in the attic. Mr. [redacted] has been unwilling to allow us to inspect the damage and prepare an estimate of repairs. Since receipt of this complaint, we have been in communication with Mr. [redacted]’s agent, per his request. Through his agent, we have been advised that Mr. [redacted] is will meet with our independent adjuster on April 20, 2016 or on April 18, 2016. We requested that our independent adjuster contact Mr. [redacted] to schedule the inspection on one of these dates and that the independent adjuster coordinate the date and time of the inspection with Mr. [redacted]’s bat expert. Once the inspection is complete, we will be able to move forward with the resolution of this claim. If you require further assistance in this matter, please contact our Customer Relations Coordinator, Erikka K[redacted] at ###-###-#### or by email at [redacted] Sincerely, Teresa * M[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] dealership to address a number of concerns of [redacted]. [redacted] brought the Cadillac to the Dealership to have a second opinion on the repairs completed and because he felt that the transmission must have been damaged from the accident.  I discussed this with the service manager and technician after the Cadillac was put through extensive diagnostic testing.   It was determined that there was nothing wrong with the transmission or any of the repairs 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 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, 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], Regulation 64 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.  
In response to second complaint I will address items in sequence 18.
[redacted]’s vehicle did sit idle outside shop due to weather conditions and shop needed to find room to bring his vehicle in.  The shop in good faith allowed [redacted] $280 or 7 days towards his rental car expense  ( this was done by reducing his deductible expense of $500  – the shop collected $220 ) .  There was an initial estimate prepared by our Nationwide Field Associate [redacted] for $7455.93.  At that point [redacted] decided to use our direct repair shop [redacted] and signed the repair authorization 1-9-2014.  I spoke to [redacted] and discussed we could put vehicle on lift to further assess the damages.  [redacted]  agreed to this and we both agreed to get suspension work done so we could move vehicle and check for mobility concerns. After this was completed, the shop and I explained to [redacted] there was no further transmission or structural damage concerns and his vehicle was repairable vs total loss.  Final repair bill at [redacted] is attached in prior complaint transmission.  I also attached a copy of the Market evaluation in that transmission along with repair authorization form. 
[redacted] believed his vehicle was a total loss which seems to be the customer concern moving along ( this does not support his reference to [redacted] Reg [redacted] as customer signed repair authorization at shop and vehicle was not totaled ).  I explained that we per state guidelines have to do a market evaluation based on comparable vehicles on average – we use CCC1 estimating systems to do this and this was the more accurate way to assess vehicle worth vs NADA , Kelly books.  His figure of $14000.00 I do not understand because we need to settle vehicles when they are totaled per real numbers – our vehicle worth evaluation $18566.14 ( If this vehicle was a total loss Nationwide would have to settle it per our supported settlement numbers not speculation ).  [redacted] at any time could have elected not to repair his vehicle by telling the repair shop where he signed a repair authorization to stop repairs.  He did not.  Nationwide has acted in accordance with [redacted] State guidelines on fair claim settlement in this case. 
[redacted] believed we should allow replacement of left front tire and shock absorber even though they were not damaged in the loss.  He stated they should be replaced in matched pairs.  I stated that makes sense, but his policy only allows for only physical damaged items from loss and he would be responsible paying for those left side parts if he chooses to do so. 
Per [redacted], Nationwide Representatives [redacted] and my discussion, we agreed to take vehicle to second assessment location [redacted].  Their assessment found one concern a noise in the left front hub.  Although it was questionable as loss related, Nationwide agreed to pay for this and did.  [redacted]s assessment stated that all repairs were done properly and that there were some maintenance concerns with vehicle ( brakes were worn  ).  After this assessment, [redacted] agreed to take his vehicle back to [redacted] for some cosmetic concerns and these concerns where taken care of.  [redacted]’s vehicle to date has been repaired properly and all know loss related items have been repaired per [redacted]’s final bill, several road tests and [redacted]s assessment. 
Reimbursement request for Vehicle loan and insurance payments are not covered expenses in this customer’s policy. They are preexisting obligations this customer had prior to loss.
The Shop and Nationwide have paid for rental car expenses well above the policy provisions to assist this customer. We did not offer any more rental car assistance on this claim due to some of the delays were attributable to the customer.    
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.
 Sincerely,
 
 [redacted]
Nationwide
###-###-####
[redacted]

Dear [redacted]
Thank you for your recent correspondence regarding [redacted] and concerns with the claim. The following will...

address the concerns.Per her complaint, [redacted] takes issue with the length of time our investigation has taken. She regrettably has the perception that we are giving her the runaround and inquires why we cannot simply repair her car. She also laments medical bills that she is receiving for her husband’s injuries sustained in this accident.Upon review of the claim, I noted that while the [redacted]’ claim took place on March 23rd, 2015, it was not reported to us until April 15, 2015. Contact was made with the [redacted]’ the following day and their statement into the facts of the loss was obtained.
Briefly, the [redacted]’ were victims of a hit-and-run driver who rear-ended their 2006 Nissan Altima. [redacted], the investigator assigned to their claim, explained to the [redacted]’ that they carry a liability only policy with no medical payments coverage. He also advised that, given the circumstances, they would be not-at-fault for the damages to the claimant vehicle. But that he cannot assist them with first party repairs. [redacted] did agree to order a copy of the police report in an attempt to assist the [redacted]’ in learning the identity of the hit-and-run driver and whether there was any applicable insurance for that party.
[redacted] then immediately ordered a copy of this report and hired a local vendor to go to the police department to obtain a copy of the same. Unfortunately, the report was either not found or not yet available. [redacted] kept the [redacted]’ informed as to the status of his investigation with a phone call the following Thursday, March 23rd.
During that conversation, [redacted] shared that he had obtained a copy of the police report. He immediately faxed it to [redacted]. With the help of the police report and other information gathered by [redacted]’, [redacted] immediately called the used car dealer, [redacted], which recently owned the offending vehicle. A representative of [redacted] invoked confidentiality in not providing any information on the party that had bought the vehicle from them.
Undeterred, [redacted] then left a message with the responding officer, Detective [redacted] of the [redacted] Police Department, for any assistance he might be able to offer. A second follow up message requesting assistance was left for the detective two days later. He has yet to return our calls.
We regret that we have been unable to identify the owner of the offending vehicle owner to date. Despite having met the requirements of the policy (recall this is a liability-only policy and the [redacted] have been cleared of any fault in this matter) the investigator, [redacted], has been diligent in his efforts to assist the [redacted] in every way possible to identify the at fault party. We sincerely regret that these efforts have been deemed insufficient by the [redacted].
I trust this has satisfactorily addressed your inquiry into this matter. If you should have any additional questions or concerns, my contact information is listed below.
Sincerely,[redacted]Nationwide Mutual Insurance Company###-###-####[redacted]

Please accept this letter in response to your request for an update on our progress in resolving [redacted]s concerns with the claim.  We appreciate you sending us a copy of [redacted]’s estimate. While this estimate is not itemized as we requested, we did speak to [redacted]’s contractor, [redacted], and explained what we would need.  [redacted] sent us an email, which is attached to this response.  He has indicated that the cost to replace the metal roofing would be $4900.  This amount is less than our estimate.  We have contacted the contractor from [redacted]’s previous claim for the interior damages and are waiting on a response from him. 
If you have any additional questions regarding this claim please let us know. 
Sincerely,
[redacted].
[redacted] AMCO Insurance Company
Phone: ###-###-####
[redacted]

This letter is in response to your request for information pertaining to the above file number.
Per our previous response the change referenced by Ms. [redacted] from July 9, 2015, was not made effective the renewal date. As stated in our last two responses, “The premium on the Policy Declaration pages does not indicate the amount of charge for the change as it only reflects what the premium would have been had the change been made at the renewal date.” A Policy Declaration page is issued to show the coverage breakdown and effective date of those coverage’s.
As indicated in the breakdown previously sent, the refunds were issued based on the effective date of the change. The total premium amount charged from October 23, 2014 to the cancellation date of October 23, 2015 was $3,524.11. A total of $4,264.89 was received in payments. After all changes are processed a total of $740.78 was issued in refunds. There is no further refund to be issued on the policy.
We would like to respectfully ask Ms. [redacted] to contact the Department of Insurance should she choose to continue to reject our responses. The [redacted] Department of Insurance can be reached at ###-###-#### or she may email her concerns to [redacted].
Thank you for allowing me the opportunity to assist you and if you have any questions regarding the information I have provided you may contact Sharon W[redacted] at [redacted] or via phone at ###-###-####.
Sincerely,Erica D[redacted]

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

[redacted]
 
Arial">Please accept this letter in response to [redacted]'s concerns related to the dividends on his policy. I hope you find the following information helpful.
 
Policy details
Owner:                                     [redacted]
Insured:                                    [redacted]
Policy number:                         [redacted]
Case number:                           ##########
 
 found
I've attached copies of the following documents:
 
·      Dividend history
·      Copy of Life Contract
 
Our dividend scale is affected by many factors including mortality experience, investment returns (interest rates) and expenses. To determine the dividend scale, we update these factors based on the actual results of Nationwide. For example, if Nationwide's actual investment returns go down, then the investment return factor in the dividend scale will be reduced. Each year the factors in the dividend scale are updated, and a new dividend scale is determined.
 
[redacted] selected a primary dividend option of premium reduction with a secondary option of cash. It appears that [redacted]'s complaint refers strictly to the cash portion of his dividends. As shown in the attached dividend history, this policy has continued to earn dividends. However, unfortunately in the last few years our dividend scale has trended down primarily because the company experience for the investment return and expense factors has been less favorable. I've highlighted the dividend provision of the policy on page three, section four of the attached contract pages.
 
While we sympathize with [redacted]'s concerns, we can't honor his request to use the 1962 dividend scale on his policy as it could be considered discriminatory action.
 
For help when you need it
If you have any additional questions, please contact me by calling ###-###-####, option #, extension #####
between 9:00 a.m. and 5:30 p.m. Eastern time or by emailing [redacted]
 
Sincerely,
  
[redacted]
Nationwide Life Insurance Company

Thank you for the opportunity to respond to the RevDex.com regarding...

policy number 10095914 for Mr. [redacted] and to
address his concerns about the policy. 
On 09/14/2015, Mr. [redacted] purchased a six month insurance
policy from the National Consumers United LLC with a bill plan of 25% down and
5 installments. Mr. [redacted] requested to have his spouse, [redacted] excluded
from the policy. A signed exclusion form is required.
 
On 09/15/2015, a memo was mailed to Mr. [redacted] requesting a
signed exclusion form for [redacted]. The memo stated that if the exclusion
form was not received, the policy would be cancelled.
 
On 10/23/2015, no exclusion form was received and the policy
was set to cancel effective 11/27/2015. A Cancellation Notice was mailed to Mr.
[redacted].
 
On 11/27/2015, no exclusion form was received and the policy
cancelled per the 10/23/2015 notice.
 
I trust that I have addressed the issues within Mr. [redacted]’s
complaint.
 
If you
require further assistance in this matter, please contact our Customer
Relations Coordinator, Charity W[redacted], [redacted], or by email at [redacted]@nationwide.com.
 
Sincerely,

Dear Ms.[redacted]
I am writing in response to your concerns regarding your closed auto loan with Nationwide Bank.I am very sorry to hear that you have had so much difficulty in attempting to payoff and close yourNationwide Bank auto loan.
I am in the process of working with a...

supervisor in our Bank Operations area to ensure that this loan isreflecting paid in full. I also want to be able to confirm that this is not going to have a negative impact onyour credit.Again, I apologize for the frustration you have experienced. I hope that we can come to a resolution foryou in the coming days, I will provide a follow up with a final resolution once this matter has beencompletely resolved. If there are any questions in the interim, please feel free to give me a call.
Sincerely,
Sara H[redacted]Nationwide Bank###-###-####

[redacted] 
This letter is in response to the complaint filed with...

your agency by [redacted] regarding not receiving a refund after cancelling all three of her policies.
The three policies were started on August 4, 2014, with a full payment on each policy. On August 8, 2014, [redacted] informed our company that the policies needed to be cancelled at inception as she was staying with her prior carrier. [redacted] requested cancellation forms be mailed to the address on file and she would return them. We received the forms on August 19, 2014 without an effective date of cancellation, therefore they were not processed. On August 21, 2014, [redacted] inquired on the cancellations and was informed the forms were received incomplete and that new forms were sent. The forms were again received on August 26, 2014 and were processed cancelling the three policies effective August 4, 2014.
The refunds were generated for each policy and mailed out. A refund of $1,758.98 for the home policy was generated on September 3, 2014 and cashed on September 9, 2014. A refund of $170.10 for the umbrella policy was generated on August 27, 2014 and cashed on September 17, 2014. A refund of $966.58 for the auto policy was generated on September 2, 2014 and does not show as cashed yet. Both the auto and umbrella refunds had a verification period that delays the mailing of the refund.
We hope this response satisfactorily addressed the issues brought forth by [redacted]. If you should have questions or need additional assistance regarding this matter, please
contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, ext. #####, direct at ###-###-####, or by email at [email protected].
Sincerely,
[redacted]
###############
[redacted]

Thank you for your inquiry regarding a complaint you received from Ms. [redacted]. If I do not provide the information you need for this matter, please do not hesitate to let me know.
Mrs. [redacted]’s concerns are regarding the damages from an auto accident, which occurred on March 9, 2015 in which her vehicle was struck in the rear by a Nationwide insured. Mrs. [redacted] is also a Nationwide policyholder, but in relation to this accident we addressed her damages from a third party perspective.
Shortly after the loss, a property damage estimate was established and Mrs. [redacted] was compensated based on that estimate. The damages which were isolated to the rear of her vehicle totaled $586.85. Several weeks afterward, she contacted the material damage specialist, Chris S[redacted], and advised him that her vehicle now had engine damage, which she felt was related to the loss. Mr. S[redacted] met with the claimant and her mechanic to reinspect the vehicle on April 14, 2015. At that time, she was advised that in order to determine if the damages were related to the loss, she would have to authorize, at her expense, a tear down of the vehicle to determine the actual cause of the damage. She was also advised that if it was determined the damages were the result of the impact Nationwide would address the additional damages.
On May 8,2015, Mrs. [redacted] contacted us to advise that she had spoken to her mechanic and that he said there was no way to determine what the nature of the damages was and that the engine needed to be replaced. At that point we advised Mrs. [redacted] again that in order to address the issue, she would need to authorize the tear down to determine the cause and allow us to reinspect the vehicle. She refused to do so stating that there was "no question that it was related and we should pay for the damage".
In subsequent conversations with Mrs. [redacted], we have reiterated our position, however to date she has not authorized a tear down of the vehicle or provided any additional or new information to substantiate her claim.
I contacted Mrs. [redacted] again July 7, 2015 to inquire if she has taken any additional steps to diagnose the damage to her vehicle and she advised that she has not. She still feels that the additional damages, although the cause or severity is not documented, are related to the rear end impact and, as such, the responsibility of Nationwide. At that time, I again reiterated our previous position and invited her to provide documentation to substantiate her loss. Unfortunately, she still refuses to do so. She ended the phone call by stating that she would not let the issue drop and that she would consider pursuing legal action against Nationwide.
We have advised Mrs. [redacted] that there is no indication that our insured would be legally liable for the damages to her vehicle’s engine. We have compensated her in the amount of $586.85, for the property damage to the rear of her vehicle, but have also advised her that if/when she chooses to allow a qualified mechanic to tear down and assess the cause of the damage to her engine, we will be willing to reinspect the vehicle and address any additional accident related damages. However, at this point we can not honor her request to consider her vehicle a total loss or to pay her an additional sum of $4000.00.
I attempted to contact Mrs. [redacted] again July 15, 2015 but she was unavailable. I left her a detailed voicemail advising her that we would not be able to compensate her for the $98.00 charge she sustained from the mechanical shop that inspected her vehicle. I confirmed in the message that the charge represents the initial cost for her to substantiate the alleged additional damage to her vehicle and is not directly related to her loss. I reiterated that any costs incurred in an attempt to substantiate the alleged additional damage were her responsibility and again advised that we would appropriately consider any additional information she could provide to substantiate the additional portion of her claim. I left my contact information and invited Mrs. [redacted] to contact me with any additional questions.
We hope this will resolve all pending concerns. However, if you should have any questions or wish to discuss the matter further, please feel free to call me.
Sincerely,
Timothy B[redacted]###-###-####[redacted]