Nationwide

class="MsoNormal">Our records indicate the Nationwide Mutual Auto policy cancelled for nonpayment of premium on October 14, 2012.  At the time of the cancellation a balance of $81.16 was due for coverage provided.  A payment of $128.73 was received and paid the balance due and left a credit of $47.57 which was refunded back to the member.  The credit was not enough to reactive the policy.  On October 27, 2012, a payment of $124.80 was received which reactived the Auto policy with a lapse in coverage.
A bill was sent for $39.04 due November 27, 2012.  There was no payment received and a Notice of Cancellation was sent for $49.04 (included a $10.00 late fee) due December 20, 2012 or the policy would cancel effective December 21, 2012.  A balance of $125.10 remained for coverage provided up to the cancellation date.  A Balance Due bill was sent on December 27, 2012, to the member which indicated a balance was due on the cancelled policy.  There was no payment made to reactive the policy.  There was a more than 30 day lapse when the member called in to inquire on the Auto policy.
On April 1, 2013, Ms. [redacted] purchased a six month Victoria Fire & Casualty Auto policy from the [redacted] Agency, with a bill plan of 16.5% down and 5 installments.  Ms. [redacted]’s policy last renewed into the term beginning October 1, 2014 when the renewal offer was accepted with the renewal down payment in the amount of $256.00 paid on October 1, 2014. 
The Auto policy initially cancelled on December 19,2014 for nonpayment as the installment due on December 1, 2014 was not paid. There was an outstanding balance of $166.77.
On March 3, 2015, Ms. [redacted] provided proof of duplicate coverage as well as a signed cancellation request for an effective cancellation date of November 12, 2014.  The cancellation date was corrected and a refund in the amount of $137.23 was mailed on March 26, 2015.  The credit collections agency was notified that Ms. [redacted] did not owe any money on this policy and the balance was cleared.
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 me at ###-###-####, Ext. [redacted] or my email address is[redacted]
If you require further assistance in this matter, please contact our Customer Relations Coordinator, Charity W[redacted] ########or by email at [redacted]
Sincerely,
Erica D[redacted]
[redacted]

Dear Mr. [redacted]

face="Tahoma"> 
This letter is in response to your inquiry sent via the Revdex.com.
 
Your son, [redacted], holds a Class C drivers license.  This license allows him to drive any noncommercial single vehicle with a GVWR of less than 26, 001 pounds.  Since he is a resident of your household and has access to your owned vehicles, he will be added to your policy as an occasional operator.
 
Unless proof of insurance elsewhere can be provided, he will remain a listed driver on this policy.
 
Sincerely,

I do dispute that the entire damage on my property was caused by sewage back-up, and that sewage back-up only occurred because of flooding from the re-grading of the back alley by the rear neighbor, [redacted]   When the storm really ramped up at 7:00 p.m. on August 11, 2014, the first thing I did was check my basement, and this is what I reported to [redacted], and numerous representatives of Nationwide.  That no sooner had I ascended the steps of my basement which was dry, water began pouring through my side door like a waterfall down my basement steps.  
When [redacted] visited my home on August 14, he looked at a damp floor (particularly damp around the floor drain), but his determination for sewer back-up began prior to inspection and explanation, and inspection and explanation were completely ignored.
I took [redacted] out to the back alley, and showed him the incline and ditch caused by [redacted] re-grading with dump trucks full of dirt.  I showed [redacted] the side alley where all water flowed during this storm causing the west end drain to be overwhelmed.  I showed [redacted] that only the west end of the alley was still damp while the east end was bone dry.  I showed [redacted] the water marks on the glass of my side door, and the water marks on the glass block windows (above grade of the foundation).  I showed [redacted] the weatherstripping ripped from the bottom of my side security door from the pressure of water entering my side door.  I explained how my house sat in a pond for 37 hours causing the rear wall of my basement to bow, and for collapses to happen above grade of my foundation (tongue and groove cedar ceiling installed 2013, stone window well and portion of wall, separation in dry wall ceiling).  I explained to [redacted] that the only reason my house was still standing was the steel beam construction which I also showed.  
There are more details.  When I questioned the provisions of my policy, I was told by all representatives of Nationwide that HO3 does not cover any of this.  However, in the wording of my policy (which I was unable to submit electronically, so I submitted via UPS), there are exceptions to HO3 listed on page 15 of 28, and one of these exceptions covers flooding if it was caused by "zoning or grading".
Although I sent this policy portion to Revdex.com via UPS, it is not attached to my complaint.  I will quote it here:
"Special Provisions in Michigan"
...beginning on page 10 of 28: "Section I: Perils Insured Against This Section Also Contains Exceptions and Exclusions From Coverage"
In the section containing "exclusions", "weight of water" is excluded.  "Flooding, water damage et. al. " are excluded.
However, page 15 of 28 offers "exceptions".
"B.  We do not insure for loss to property described in Coverages A and B caused by any of the following.  However, any ensuing loss to property described in Coverages A and B not precluded in Section I - Exclusions in A.  above is covered.
     1.  Weather conditions.  However, this exclusion only applies if weather conditions contribute in any way with a cause or event excluded in A. to produce the loss.
     2.  Acts or decisions, including the failure to act or decide, of any person, group, organization or governmental body.
     3.  Faulty, inadequate or defective:
          a.  Planning, zoning, development, surveying, siting.
          b.  Design, specifications, workmanship, repair, construction, renovation, remodeling, grading, compaction.
          c.  Materials used in repair, construction, renovation or remodeling: or
          d.  Maintenance.
Of part or all of any property whether on or off the 'residence premises'." 
HO3 does not cover the event I have explained, however, these exceptions found on page 15 of 28, seem to make exception to my experience and insurance coverage.
Part B, section 1, weather conditions contributed via record rainfall causing my home to sit in a pond for 37 hours.  The result was a bowed rear basement wall, collapsed stone window well, collapsed tongue and groove cedar ceiling (installed 2013). cracked drywall ceiling ( installed 2013), discolored and cracked mortar joints to an interior glazed brick wall, loss of electric panel (installed 2003 during kitchen / bath remodels), entire rear wall still saturated at this writing.
Part B, section 2, acts or decisions by a block club comprised of residents (still remaining on block), [redacted] (17133 Dresden), Omar Porter (17171 Bradford), and witnessed by Mark Guarnieri (17140 Bradford) to re- grade this back alley.
Part B, section 3, b, the grading of this back alley caused my entire property to become a catch basin during this record storm.
When Cory Osborne, Nationwide's Catastrophe Specialist came to my home on September 3, 2014, I was issued a second claim number for the same loss.  Mr. Osborn came with a ladder, and wanted to
inspect my roof inspect, and upper floor.  I begged him to photograph the basement wall, which I have had a temporary repair placed to to avoid further collapse.  I asked [redacted]e to explain the portion of my policy listed above.  Mr. Osborn insisted, as did [redacted], Mr. Rodriguez, Mr, Middlebrook, et. al., that the words "exception" and "exclusion" meant the same thing, and that those "exceptions" listed in part "B" only applied to "grading on my premise" even though the wording is "whether on or off premises". 
I did, on September 3, explain to [redacted], that a flood clean-up crew was brought into the home immediately.  They steamed and disinfected everything.  Personal belongings were discarded.  However, an odor lingered.  My nose led me to the electrical panel, mounted above foundation grade.  I called an electrician.  The wall behind this panel was saturated, and the panel was pulled.  The wall was then treated with Hydraulic cement.  Within 10  hours of the hydraulic cement application, the wall bloomed mold.  Nationwide agents explained to me that the "Fungi - Bacteria" rider is never paid as "mold takes years to grow".  I have photographs taken of this basement in June of 2014.  There were no maintenance issues.  This was a beautifully finished basement with new mechanics.  The walls were a glazed brick with white mortar joints in the laundry / mechanical area.  There were no mold or dirt issues. 
It is true, I have experienced great difficulty communicating with Nationwide.  Due to lack of hot water (finally restored with new tank on Monday, September 8), lack of furnace a/c during periods of extreme heat and cold, and having to go to a laundromat on crutches (degenerative arthrosis); I have developed a bronchial infection treated by my doctor September 11.  I have felt feverish for weeks.  
I have lost the comforts of my home which was well appointed prior to this event.  I am not well, and spent a lot of money making certain my handicapped needs were met in this house.  I spent a great deal of money having the best furnace, finishes, and maintained property.  I thought I was insured.  All I want from Nationwide is to show me in my policy where it is specifically stated the things I have been told by their representatives.  Those things, are, once again, where does it say in my insurance document:  that, "sewer back-up cancels out HO3", where does it say: that "fungi-bacteria rider is never paid", and where does it say anywhere on this earth that"exclusion means the same thing as exception"? 
[redacted], as well as other Nationwide representatives, keep telling me things I already know and can read, but continually sidestep the wording of what I have listed above.  I am hoping their next response can address the above wording more specifically.  I do believe that I said this in my original complaint, "where does it say on this sewer back-up rider that all other provisions of the policy are cancelled out?".  [redacted], in his Revdex.com redress does define that HO4 and HO6  apply to exclusion for rental and condominium properties under this rider.  HO4 and HO^6 exclusions do not apply to me.  I am a homeowner.  No-where is it stated that HO3 is excluded.  No-where.
 
Regards,
[redacted]

This Revdex.com complaint has been resolved with [redacted].   




In his complaint [redacted] stated he wanted a fair price for the value of his vehicle which was deemed a total loss.
We had reached a verbal agreed settlement figure with [redacted] on March 6, 2014.  [redacted] has advised that has
reconsidered and he felt that $14,350.00 would be an acceptable value for his vehicle.  
We have agreed to this figure plus tax for a total settlement amount of 14,958.14.   The additional payment was issued today
and we have advised [redacted] of our agreement to his settlement proposal.  




If you have any further questions concerning this claim please contact me.
Sincerely,
[redacted]
[redacted]
Depositors Insurance Company
[redacted]
Phone: ###-###-####

Our records indicate a billing notice was sent for $137.29, which indicated a payment would be deducted from
the insured’s bank account on or after February 2, 2013.
On...

February 1, 2013, [redacted] contacted our Service Center and requested the draft for
February 2, 2013 be stopped so she could make a payment manually. The February draft was stopped,
however, a payment was not received.
A Notice of Cancellation was sent for $137.29 due February 24, 2013 or the policy would cancel effective
February 25, 2013. There was no payment received and the policy cancelled for non payment of premium.
The policy renewal date was September 2, 2012 and the policy cancelled February 25, 2013. During this time
period a total of $884.70 was charged. A total of $770.11 was received during the above time frame. The
$884.70 total charged minus the $770.11 total received in payments equals $114.59 balance due bill.
On March 8, 2013 the balance due bill for $114.59 was sent to the insured stating that this amount was due by
March 27, 2013. It was explained on this bill that the balance was for coverage provided from September 2, 2012
to the cancellation date of February 25, 2013.
The following documents have been attached for your review:
Policy Declarations
Bill
Notice of Cancellation
Proof of Mailing
Balance Due Bill
If you require further assistance, please contact Customer Relations Coordinator, Jane G[redacted] at ###-###-####,
or by email at [redacted] between the hours of 8:00 AM and 4:15 PM.
Sincerely,
Erica D[redacted]

These people are a complete rip off. I was quoted one price for insurance, when the first bill became due, it was $20.00 more, changed my marital status, and address, and was told it would be $20.00 cheaper a month, then they send me a bill thats $70.00 a month more, and have no explanation for why I was told the lower amount, and would not honor it. This place should be avoided at all costs.

** ** ** ** ** ** ** ** ** ** ** *
[redacted] 
[redacted] 
[redacted] 
I am writing in response...

to the complaint submitted by [redacted] to the Revdex.com of Columbus, Ohio. [redacted] has indicated in his complaint that he has received poor time service regarding the settlement of his claim and requests he receive payment for downtime beginning November 25, 2014 until the claim is paid in full, the repairs to his tractor are complete, and not be charged for this month. I assume the last request is in regard to the insured’s insurance premium. 
The claim was received by the claim associate on November 4, 2014 at which time [redacted] was contacted and the claim process was explained to include the need for the inspection of [redacted]’ damaged tractor and trailer. 
An assignment was sent to an independent appraiser on November 5, 2014 to inspect [redacted]’ tractor and was completed on November 13, 2014. The completed repair estimate was received on November 14, 2014 and payment of $1,503.57 was issued to our insured, ** [redacted], along with a copy of the repair estimate written. A phone conversation between the claim representative, [redacted], and [redacted] followed, explaining the same. 
On November 21, 2014 [redacted] called the claim representative to advise his repair facility had their own estimate of repair. [redacted] was advised to have his repair facility submit the supplemental estimate to the appraiser for review, consideration, and if in line, supplemental payment. 
The insured contacted the claim representative on December 1, 2014 stating his repair facility could not reach the appraiser. The claim representative spoke with the appraiser who confirmed they did speak with [redacted]’ repair facility and advised the appraiser they were still waiting on parts to arrive, therefore, could not forward their supplement yet. The claim representative called [redacted] back and explained the appraiser is still waiting on the supplement from the insured’s repair facility. 
The claim representative followed up with the appraiser and repair facility on December 9, December 16, and finally on December 22, 2014 for status of the supplemental estimate. On December 22, 2014 the repair facility confirmed they had the supplement written and would forward directly to the claim representative for review, audit, and if in line, payment.
The supplemental estimate was received via email from the repair facility on December 22, 2014. The claim representative then forwarded the supplemental estimate for review and audit. On December 24, 2014 the claim representative followed up on status of the audit and is pending a response. The claim representative will review the claim again for status of the audit and payment consideration for the supplemental repairs. Once the audit is received, to include an agreed repair amount with the insured’s repair facility, payment will be issued directly to the repair facility. 
There will be no consideration for down time beginning November 25, 2014 until the claim is paid in full and the repairs to his tractor are complete, and insured not being charged premium for this month. 
Should you have additional questions or inquiries, please please contact our Customer Relations Coordinator, [redacted], toll-free at ###-###-####, ext. #####, direct at ###-###-####, or by email at [redacted] 
Respectfully, [redacted] ###-###-####, Ext. [redacted]

I have received, read and rejected
Nationwide's latest response to my Revdex.com complaint.
In doing so
I have considered the following.
On 01/28/2014 I informed [redacted]
that I was not being represented by an attorney in respect to this
Revdex.com complaint. However it seems that Nationwide chose to communicate
with the attorney I used initially during a legal dispute about
coverage. However this is a minor matter compared to the other
observations I have.
When read chronologically, rather
than in the order presented by Nationwide, Nationwide claim to have
transferred money from my old policy to the new policy on January
31st, but have later demanded (and cashed) a further
payment of premiums from me as a 'required initial payment'.
The
bill I received was for monthly payments, in lieu of a lump sum
payment, not merely an initial payment. I have previously submitted a
copy of this document.
In addition to the payments listed in
the Nationwide message they have also billed my mortgage company,
[redacted]. I am informed by my mortgage company that they issued
payment to Nationwide on February 7th 2014 in the amount
of $1378.65.
So currently Nationwide has a premium
payment from me in the amount of $142.87 , a sum left over from my previous
policy of $674 PLUS payment from my escrow amount of $1378.65
Apparently Nationwide think I am owed
no refund and that this matter is being handled properly.
In general my grievance is this.
On December 11th I was
informed that my policy was terminating 2 days later. This was a
breach of contract. Nationwide have falsely stated that I was given
60 days notice. This is untrue and I have previously submitted the
documents showing that I was given 2 days notice.
I submitted
the documents for a new policy on December 13th. I have
submitted these documents, along with the email informing me that
Nationwide had all they needed on that date, to the Revdex.com and
Nationwide. Subsequently Nationwide have falsely stated (on multiple
occasions) that they did not receive these documents on 12/13/2013 -
despite my having sent copies of their acknowledgment of receipt.
I was informed that I would get a
difference check / refund sent to me for the difference in cost
between the remaining months of my previous policy payments and the
amount that the new policy payments would total for those months. No
such check was ever forthcoming and it appears now that Nationwide
has instead decided, instead, to take all the money as additional
premium payments. Perhaps the Nationwide agent who has made a number
of previous false statements will now claim that no such agreement
was made?
Normally I would have not been required to make any
more insurance payments (through escrow or otherwise) until May 2014.
I have, instead been sent two invoices for payment in January and
February, the latter for the entire premium for a new annual policy.
As I was not in a position to raise an entire new annual premium 3
months before it would normally be due I was charged a $5 fee for
making only a monthly payment in February, 3 months before I would
normally have been expected to make any payment.
In addition to
demanding extra payments from me several months before they would
normally have been due Nationwide has also billed my mortgage company
and been sent a full annual premium payment out of my escrow account. As this happened
earlier than would have been the case had my policy not been
improperly canceled my monthly escrow payments have increased.
I had hoped to resolve this dispute
through the good office of the Revdex.com.
However I have now
concluded that this is not going to happen.
Nationwide are
making no attempt to deal with the question of their repeated
falsehoods.
Nationwide currently have been overpaid for
the new policy but continue to claim that no refund is owing.
As a result of this I feel that I
am left with no option other than to take legal action.
I
filed in the General Sessions Court of [redacted] yesterday.
I
have also submitted a complaint to the ** Commissioner for
Insurance.
I would like to thank the Revdex.com for their assistance
to date, even if we were not able to reach a conclusion.
Regards,
[redacted]

This is a follow up inquiry regarding a complaint received from [redacted].  We have discussed the expenses related with the time it took to determine the full damage of his vehicle and we have agreed to pay the entire loan payment that he had requested.  We have made payment to [redacted] in the amount of $527.00.  He was very happy with this decision and he has no further concerns with this claim.
If you have any further questions, please feel free to contact me.

10pt;">Thank
you for the opportunity to respond to the Revdex.com regarding
policy number [redacted] for [redacted] and to address her concerns about the
policy.
On
10/28/2015, Ms. [redacted] purchased a six month personal auto insurance policy
from the [redacted] Insurance Agency with a bill plan of 16.7% down and 5
installments with an Electronic Funds Transfer (EFT) auto draft.
The
[redacted] Insurance Agency advises that they wrote policy 10159500 believing that
there was 6 months of prior insurance through [redacted] Insurance Company, when
in actuality Ms. [redacted] was only insured with [redacted] Insurance Company for 1
month.  Ms. [redacted]’ policy was placed
into a policy tier that provided a rate based on 6 months prior insurance
through another carrier.  Proof of the
prior insurance was requested with the application.  On 11/3/2015 a separate letter was sent
requesting proof of an associated policy to maintain a discount that was also
provided on the policy by the agency during the quote.
On
12/1/2015, proof of the prior insurance and proof of the associated policy had
not been received and the policy tier was changed causing a term premium
increase of $2593.00.  A declarations
page and EFT payment schedule were sent.
On
12/7/2015, our service center received a call from June at the [redacted]
Insurance Agency.  She called to question
the premium increase and was advised of the need for the proof of prior
insurance and proof of the associated policy. 
June
advised the service center that, prior to her coverage with [redacted] Insurance
Company, Ms. [redacted] had a prior policy with our company. Our service center
confirmed with her that, in order to qualify for the Prior Insurance Discount,
per the underwriting rules filed with and approved by the Insurance Division,
the discount is only available when the policyholder was insured with another
carrier for the preceding 6 months.
On
12/9/2015, our service center received a call from Ms. [redacted].  She was also advised of the lack of prior
insurance proof.  At this time she
requested to stop any future EFT drafts and was advised of her pending
cancellation on 12/22/2015.
On
12/10/2015, a cancellation notice of payment due was sent advising of the
pending cancellation on 12/22/2015.  On
12/22/2015, the EFT draft had not been reactivated, additional payment had not
been received and the policy cancelled per the 12/10/2015 notice.  Once cancelled an $720.43 outstanding balance
of extended premium remained due.
On
3/14/2016, payment was accepted for $720.43, bringing the policy balance due to
$0.00
If you
require further assistance in this matter, please contact our [redacted], Charity W[redacted] ###-###-#### or by
email at [redacted]
Sincerely,
Evan
H[redacted]

[redacted] 
[redacted]  
thank you for following up; again I bering your and Nationwide attention to my first letter; the first time ever we received an invoice showing the unnecessary increase to our auto premium was on May 22, 2014 long after we have cancelled our insurance. At no time before our February 12, 2014 cancellation, they warned us that they were increasing our premium?  As we asked before, if they can produce a true original document showing our increase before February 12; we would rest our case.  They have continued ignoring this simple request, because they know very well that they created the invoice of May 22nd. so they would not refund our credit balance.  After all we did not garage our cars, we have had three cars and obviously travelled sometimes to our old house in **, and it did not make any difference to anyone if they were left there for a few days or not; we could not have driven all three cars at the same time.  There were no new information other than what was in our original application?  There are many questions that nationwide has not been answering, and eventually they will have to answer; because they know their new invoice was created after we cancelled not before.  I will ask again:  1- Show us a letter, and invoice warning us about the increase and reason for the increase before February 12, 2014, 2- Why our agent failed to inform us about extra cost if we happen to have two houses in two states, one primary in ** and one vacation home in **; while they were given complete addresses and information in our application, 3- what were specific false information, that they claim in our original application? 4- what could have been our motive and gain from joining this company and leaving [redacted]? 
 
Thanks,
 
[redacted]

To whom it may concern:
Thank you for your recent inquiry regarding a complaint you received from Natalie [redacted]. Below is the information we gathered regarding this case. If I do not provide the information you need for this matter, please do not hesitate to let us know.
Our records...

indicate on March 17, 2015 Associate Agent [redacted] received an email from Ms. [redacted] informing him she was moving back to the [redacted] on May 22, 2015. She also mentioned in the email the need for her bank account information to be updated because the account we had on file had been closed.On March 17, Mr. [redacted] responded via email to Ms. [redacted]’ request to update her banking information. He informed her he needed her routing and account number and asked her to confirm the account was in her name.
Ms. [redacted] responded to Mr. [redacted]’s email on March 19 giving him the banking information needed and again on March 20. These emails also contained questions pertaining to the $30.00 non-sufficient fund fee she was being incorrectly charged. Unfortunately, these emails were not opened by Mr. [redacted] until April 28. It was on this date Mr. [redacted] informed Ms. [redacted] (via email) that he had not changed the routing and account numbers as he advised he would. Mr. [redacted] also informed Ms. [redacted] the policy was scheduled to cancel on April 29, 2015. Realizing his error, Mr. [redacted] also informed Ms. [redacted] he would have the non-sufficient fund fee waived. Subsequently, there was no follow up with the insured nor was the $30.00 non-sufficient fee waived.
We have, however, taken the necessary steps to remove the $30.00 non-sufficient funds fee and the resulting $22.68 collection amount charged to Ms. [redacted]. A refund check in the amount of $7.32 (unearned premium) is in the process of being mailed to Ms. [redacted] and [redacted] to the [redacted] address we have on file. The policy’s cancellation date will remain April 29, 2015.
We sincerely apologize to Ms. [redacted] and Mr. [redacted] for the level of service they received. We thank them for their patience and for allowing us an opportunity to correct this issue.
Thank you for bringing this matter to our attention. 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] Office of the Chief Customer Advocate Complaint Coordinator at ###-###-#### or email her at [redacted]
Sincerely,
[redacted]Nationwide###-###-#### [redacted]

The reason I em sending these documents is to show the mistakes made by Nationwideand their local agents. Included is the original applicatlon (that I did not receive until May2015, when the policy was opened in December 2014). Once I received the applicatlonin May (when they asked me to sign and backdate it to Dec) I highlighted and correctederrors and concerns on the application and sent it back to them for review and the localagents never responded. I let them know I could not sign the application until the errorswere fixed which the agent refused to do and instead told me I can take my businesselsewhere. Also, I am sending the ilnception page that was attached to the responsethrough Nationwide. This document clearly shows the policy holder as [redacted] 'and the only Insured Driver as [redacted]. The car on the policy was my car, [redacted]
[redacted],
with no one else listed on the title. I did eventually notice that error and callback to add myself as a driver. I am also sending former and current declaration pagesaddressed to my mother. These are the documents I was told I was supposed to reviewto make sure the agent did their job properly (my mother sometimes grabs her mail andnever opens it). My mother doesn't want anything to do with thls whole mess by the way.She is sickened by Nationwide and how they are treatlng their long term loyal .customers. Nationwide is saying the names on the policy were a "system errors", but yetto this day it still has not been fixed. I will also send a copy of proof of payment for therental car that was not covered because the agent never added it to my pollcy when Irequested it in December. I guess he was too busy maklng a million other mistakes.Another thing I was bothered by was the fact that rental car coverage is known as 'Lossof Use" with nationwide, Had I received the declarations and reviewed them I would notknow that insurance jargon anyway. That is not consumer friendly. As far as customerservice, most companies aim to make processes as easy, smooth, and painless aspossible for customers. Nationwide does not. Instead I was given homework, homeworkthat was never sent to me. Then I was faulted for it after it was given to me months laterand it was too late. The local agents never followed up to make sure they had thenecessary documents for the policy or to even see if I received them. Instead the localagent told me they must have gotten stuck in his outbox. What? Okay. My opinion isNationwide as a whole could use a serious tune up on their customer servicing. I wouldlike to mention one agent in particular that I was amazed how blunt and rude she was,[redacted], I'm not sure if I have the spelling correctly, but I believe she workedin agency support. She wasn't helpful by any means. Did not show any compassion orsympathy for a customer who had to go through a dispute after being in an accidentwhere the vehicle wes totaled. I am a single full time working mom of a 1 year old. Ireally do not have time for all of thls, but when I feel passionate about something andgetting my point across and my story heard than I will take the time out of my busy andsleepless llfe to do so. I feel like I have been done wrong by a company I have a longrelationship with and have been very loyal to. I am still insured by Nationwide through allof this and people think I'm crazy for not going to a competitor. I enjoy being withNationwide, but I do not at-all feel appreciated as a customer. This response iscompletely free written, no review, no logic behind it. I am just speaking what I feel andhow I feel. I'm pretty sure I will not get the desired outcome from all this which is ashame. I know someone within the company would agree with my story and do the rightthing it just takes the right person to hear it, and maybe it won't be heard. This wholeprocess has been extremely tiring and I am ready to be done with it. There may bethings I left out or documents included I did not explain so I apologize for that, and anygrammatical or spelling errors; I don't have time or energy to proof read back through.
Thank you for your time,
[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’...

concerns regarding the increase in premium due to an accident dated May 14, 2014.
 
Ms. [redacted] was added as a driver on May 2, 2016, at that time, the Auto Loss History Report provided by Lexis Nexis to Nationwide indicated the fault of the loss dated May 14, 2014 as “unknown or unreported”.  Underwriting had requested a Letter of Experience (indicating fault in the accident) from Ms. [redacted] from her prior insurance carrier, in order to override the accident surcharge.  The information was not received therefore, the surcharge would be applied on the November 27, 2016 renewal.
 
Underwriting has received a corrected Auto Loss History Report on November 29, 2016, indicating the accident as Not at Fault, therefore the accident surcharge has been removed.
 
The agent’s office was also contacted for feedback on this case. Upon receiving the complaint, they immediately left cell phone messages with both [redacted] and [redacted] did return their call, and spoke directly with Associate Agent, [redacted]. During that conversation, there were apologizes of any misunderstanding over the dropped call. When [redacted] offered to assist [redacted] with changing agencies if she preferred, [redacted] indicated that she was sorry that the complaint had even been filed, and had done so in the "heat of the moment".  She also acknowledged all of the effort and steps that the agency had taken on their behalf, and was just happy that everything was getting resolved to her satisfaction.
 
If you have any further questions or concerns, please contact our Customer Advocacy Coordinator, Barb D[redacted] at ###-###-#### or email at [redacted]
 
            Sincerely,
 
Kristin M[redacted]

April 19, 2017RE: Service call 404873, dated 3/21/2017 at 74 [redacted] Road, Columbus, Ohio 43202Dear Ms. [redacted]:Thank you for notifying us of our complaint. Thank you for using our company’s services. We strive to provide our customers with the best possible service, and when they feel that...

it fails to meet their expectations, it’s important for us to know.We apologize that you received service that prompted you to contact us with a complaint, and we sincerely regret any inconvenience or frustration that this experience has caused you. We will review this with the technician and his supervisor as matter of normal standards when we have a customer disapproval complaint.Our technician did find your furnace operating when he arrived and further diagnosed a potential problem and then cycled the furnace and replaced the water panel insert in the humidifier. He then discussed that diagnosis and verbally made recommendations if it would fail again. Those being repair or the other option would be to replace the furnace due to the age and cost involved in the repairs. Most home appliances have a limited life and repairs are one factor that indicates it’s time to replace it. It is best to have these discussions before you make a repair and then have second thoughts about it.Resolution to your complaint: Since the furnace was operating when our technician arrived it was difficult to pin point what part had caused the problem. If we would have been called to double diagnose that problem our supervisor would have had another technician out at no charge on the basis we are human and do make mistakes. And we do back up OUR WORK. I will send you a check for the amount of the labor charge for this service invoice in the next week.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 FavretPresident

To whom it may concern, Thank you for taking time to speak with me about this loss today.  I will attach a copy of the last email that we sent to [redacted] in regards to her claim and what is still pending.  Thank you very much 
Thanks  [redacted]
Homeowners Claim Li ###### [redacted] to [redacted] 
Good morning [redacted]
I am following up for your adjuster [redacted] on your claim. Please let us know if you plan to send us receipts
or invoices in order to recover depreciation on your repairs. If you do intend to be reimbursed for the
depreciation. Please send those receiptslinvoices to [redacted] at email: [redacted], fax
###-###-#### or mail: [redacted]
If you have any questions call [redacted] at ###-###-#### or me a###-###-####.
Thank you and have a great day.
[redacted]
###-###-####
###-###-####
[redacted]
This policy is underwritten by Nationwide Mutual Fire Company.
claim #####-[redacted] to [redacted]
Sharon, just following with you on the status of the repairs to the outbuildings.
Thanks, [redacted]

[redacted]               [redacted]                                   ...⇄ [redacted]
 
 
[redacted]             [redacted]              [redacted]                      [redacted]       [redacted]                       [redacted] 
To Whom It May Concern: 
Thank you for the opportunity to respond to the additional inquiry regarding a complaint you received from [redacted].  
[redacted] sent me a note stating he spoke with [redacted]’ attorney to resolve the concerns [redacted] presented.  The following is a summary of the result of that conversation. 
[redacted] thank you for your time on the phone today. Here is a summary of our conversation: 
1.  [redacted]' Commercial Policy on his home was cancelled effective 12-13-13. Policy Number:######
2.  A Personal Lines Homeowner Policy was bound with a Policy Period of 12-13-13 to 12-13-14 to avoid any lapse in coverage for the home. Policy Number:######
3.  The cancellation of the Commercial Policy left a credit of $674.
4.  The Personal Lines Homeowner Policy's Annual Premium was $1,378.65; with an initial minimum amount due on 2-13-14 of $142.87 (this amount includes a $5 fee for monthly payments). There was also an option to pay in full. The minimum payment due of $142.87 was received from [redacted] and credited to the policy on 2-7-14.
5.  On 1-31-14 the $674 credit from [redacted]' Commercial Policy was received by our Personal Lines Billing Department and applied to the Personal Lines Homeowner policy bill.
 $1,378.65 Personal Lines Homeowner Policy Annual Premium
$       5.00 Monthly Payment Fee
$1,383.65
$   142.87 Paid by [redacted] - credited on 2-7-14
$   674.00 Credited on 1-31-14 from [redacted]' Commercial Policy that was cancelled effective 12-13-13. (No payment fees charged as this amount is a credit from the Commercial Policy)
$   566.78 Remaining Balance Paid up until July 2014 
6.  In June 2014 [redacted] will receive a bill for the remaining balance of $566.78. The bill will give him an option to pay the $566.78 in full or pay $118.36 monthly ($5 Monthly Payment Fee is included in the $118.36) to complete the one year policy term. 
I hope this information is helpful. Please contact me at ###-###-####, or our Agent, [redacted]r at ###-###-#### cell / ###-###-#### office, should you have any questions.
 Sincerely, [redacted] 
Thank you for bringing this matter to our attention.  We trust this will resolve all pending concerns. 
Sincerely,
[redacted]Office of Customer Advocacy Complaint CoordinatorNationwide Insurance Company###-###-####

size="3" face="Times New Roman">Dear [redacted]
 
Thank you for the opportunity to respond to the Revdex.com regarding policy number [redacted] for [redacted] and to address her concerns about the policy.
 
On 2/20/2015, [redacted] purchased a six month insurance policy from the [redacted] with a bill plan of 16.7% down and 5 installments when down payment was accepted in the amount of $108.51. 
 
On 2/21/2015 [redacted] and her mother contacted our service center upset that the policy had been released as the [redacted] did not own or taken possession of the vehicle. As [redacted] had provided the vehicle identification number for the 2005 Honda Civic LX and our underwriting guidelines do not require the policy holder be the owner of a vehicle the policy was released without incident.
 
[redacted] is able to cancel her policy with a signed cancellation request, which I have provided with this document and can be returned directly to me for process at [redacted] or by fax to ###-###-####.  As [redacted] was purchasing the vehicle from a private seller, documentation is not required for her to obtain a full refund.  A 10 bank day processing hold is placed on all cancellations from the date of the last payment. Once received the cancellation will be processed on 3/9/2015 effective her requested date.  [redacted] can expedite her request by providing a bank statement showing the 2/20/2015 payment of $108.51 and the preceding 10 day running balance.
 
I trust that I have addressed the issues within [redacted]’s complaint.  If I can be of further assistance, please contact me at ###-###-####.
 
Sincerely,
 
 
[redacted]
[redacted]

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]

Thank you for forwarding the foregoing Complaint to our attention.  Harleysville, a fully owned subsidiary of Nationwide Mutual Insurance Company (hereafter “Harleysville”), was notified of this loss on September 3, 2014 by the complainants agent....

  
Please be advised we have previously responded to a formal complaint filed by the complainant with the [redacted] Department of Insurance (** DOI). Although we have not received any feedback from the ** DOI, [redacted] indicates in her foregoing complaint that the Department determined that Harleysville complied with [redacted] Insurance Law.  The information provided by [redacted] in her complaint references [redacted] as [redacted]’s direct supervisor.  This is not accurate as [redacted] is a Consumer Services Investigator for the ** DOI.   [redacted] is a Claims Associate with Harleysville and reports directly to me, [redacted], [redacted], Claims.    
 I have reviewed and discussed the complaint by Ms. [redacted] with [redacted].  There are many serious allegations against [redacted] which have no merit and no factual basis.   I have found no evidence of intentional wrong doing or inappropriate conduct on the part of [redacted].  This is based on our discussion, my review of the file and my supervisory knowledge of [redacted]’s character.   
In her Complaint, [redacted] alleges there were numerous attempts to reach the associate [redacted] and that the calls went unanswered.  The file reflects [redacted] called [redacted] on September 4, 2014 and left a message.  Contact was established with [redacted] on September 8, 2014.  On September 12, 2014 [redacted] returned a call to [redacted] and explained she was investigating liability.   On September 17, 2014 [redacted] returned a call to [redacted] and explained she was still completing her investigation as she was awaiting the written statement and diagram from our insured.  At that time [redacted] suggested [redacted] contact her carrier as there were conflicting versions of the accident.  On September 18, 2014 [redacted] returned a call to [redacted] and provided the same explanation that was given to [redacted] the day before.  [redacted] again suggested using first party coverage but [redacted] advised she would contact her attorney.   
On September 22, 2014 we received the written statement and diagram from our insured along with the police exchange report.  [redacted] was advised this was a non-reportable accident with only an information exchange and no formal report was filed.  There were no reported witnesses.   Based on the investigation it was determined there were conflicting accounts of the accident with no other factors such as witnesses or a police report to consider.  Therefore on September 26, 2014 [redacted] contacted [redacted] to explain liability was not accepted and a formal denial of liability was being issued.  
On September 28, 2014 I completed a response to the ** DOI regarding the complaint filed by Ms. [redacted].   
On October 1, 2014 the complainant left message for manager [redacted] requesting the appeal process.  [redacted] returned her call and left her a message to inform her of the protocol.      
On October 27, 2014, I received a letter from [redacted] which refuted information [redacted] had obtained in her September 8, 2014 discussion with [redacted].   We have updated our file to reflect the new information but the new information did not change our liability decision.
We have since received a subrogation demand from the complainant’s carrier, [redacted] Insurance.  A denial of liability has been provided to [redacted] Insurance and we will defend our position in Intercompany Arbitration (ICA).  The decision rendered in ICA is binding.  Once we receive the final disposition we will resolve the claim as the panel deems appropriate.  Since this is a property damage settlement, in the event the panel finds in the complainants favor we would not consider any interest payments.   
Should you require any further information, please do not hesitate to contact me.    
Attached please find our response to this complaint.  If anything additional is needed, please contact [redacted] at [redacted] or via phone at ###-###-####.  Thank you.
Respectflly, 
[redacted]