Nationwide

This letter acknowledges receipt of your correspondence dated January 5, 2016, and we provide the following: We investigated the concerns raised by our insuredWe found their coverage issue valid; the company issued a correcting endorsement with our payment to resolve their concern.While our records do not reflect the sentiment of our insured as it relates to unanswered telephone calls, we are sorry our customer service did not meet expectationsWe continually remind/train our staff of the importance in returning telephone calls in a timely and courteous mannerShould you require any further assistance in this matter, please contact [redacted] , Patty G***, at ###-###-#### or via email at [redacted] Thank you,Jennifer V [redacted]

Dear Mr [redacted] Please accept this letter as a formal response to your questions regarding your [redacted] AR 457(b) Deferred Compensation Plan, administered by nationwide Retirement Solutions (Nationwide)In order to comply with IRS code 72(p), a loan offset will only occur on an account with an eligible rollover distributionAn eligible rollover distribution means any distribution to you of all or any portion of your account balance under the Plan except: (1) a distribution which is part of a series of substantially equal periodic payments; (2) a required minimum distribution; (3) a hardship distribution; (4) return of automatic contribut0oin during days period; (5) a corrective distribution; (6) a loan treated as a distribution or (7) day automatic enrollment withdrawalsYour recent request for an unforeseeable emergency distribution falls within (3) hardship distributionUnforeseeable emergency distributions from a 457(b) plan are not eligible for rolloverI understand that you were given incorrect information, and for that I apologizePlease be assured that feedback will be given to the representative with whom you spokeHowever, while you were initially advised of incorrect information, Nationwide will not be able to offset our loan at this timeUnless you become eligible for and process an eligible rollover distribution from your account before the loan maturity date of December 4, 2017, you loan payments will continue at $monthlyAgain, I sincerely apologize for any inconvenience this has caused you and look forward to restoring your faith in NationwideIf you have any additional questions or concerns regarding this matter, please feel free to contact me directly at ###-###-####, weekdays between 9:00a.mand 5:p.mEastern timeSincerely, Warren B [redacted]

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

[redacted] *** [redacted] [redacted] [redacted] ** [redacted] Thank you for your follow up regarding a complaint you received from [redacted] We have reviewed the concerns of the customer and previously provided a response outlining our coverage decision At this time, our position has not changed from our original response Again, thank you for bringing this matter to our attention I hope this resolves any pending concerns Sincerely, [redacted] Nationwide Mutual Insurance Company ###-###-####-#### [redacted]

[redacted] We are in receipt of your letter dated January 14, and have reviewed our file to address your concerns Our insured has a personal auto policy with a liability limit of 100,The loss date was 7/4/the loss was reported to Harleysville on 7/25/We inspected [redacted] ’s vehicle on 8/1/and wrote an estimate of $This vehicle is Mercedes Benz SDL with over 204,milesAccording 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 carSee attached photos showing the poor conditionThe appraiser wrote the estimate to repair the car back to industry standards and allowed for proper refinishing times using the CCCestimating systemThe estimate can be taken to any shop [redacted] chooses to have the vehicle repaired at, and we will secure an agreed priceWe 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 timeI 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/which included [redacted] ’s deductibleAny supplements submitted by [redacted] will be consideredShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] ***, at ###-###-#### or via email at [redacted] Sincerely, [redacted] ###-###-#### [redacted]

Insurance does not work with us We like you to understand, all the painting was not pay, all the rugs and linoleum were not pay, the total amount of this insurance was very strange, the girl Emily also call every one that gives us estimatesif the (illegible word) were in one or two walls, is not need to paint the room, the rugs were "vandalise" with paint with grease also torn a part was not need to change it, this was the way she told us -- Now the bats, they will send some one to check, with a new adjuster, meanwile times goes by and no rent for us, we are disable and old, with pains but we believed this insurance how us months of rent, are the one that blocked everything and we are not able to go on with our life and rentWe feel is a elderly abuse and it is the insurance is to slowThay did not say to get prices, they call the co - we did not have time to get and paid of the jobs to dueDue the job: you must get paidSo you can paid the workAs I say the insurance cothe co - must responseWith the consumer and work, with the consumer is a long time consumeryou shud trust to work withI have a good agent [redacted] , owner of [redacted] Insurance Agency, [redacted] Boss [redacted] is not so good Sincerely yours [redacted]

Dear [redacted] Thank you for the opportunity to respond to [redacted] ***’s concerns I have reviewed the concerns and the accident involved in this complaint along with the Nationwide ClaimPlease accept this letter as a summary of our actions taken and resolution of the concern This concern stems from a personal auto accident on December 6, 2014, involving our insured, [redacted] The claim was reported to us on December On December 24, 2014, we completed our initial contact with our insured and [redacted] and obtain the facts of loss Both parties were guided to park in a special parking lot for cruise passengers Upon returning from cruise [redacted] noticed damage to his vehicle which was allegedly cause by our insured vehicle We have completed our investigation and determine that our insured did not cause damage to [redacted] ***’s vehicle, and there was no damage to our insured vehicle We completed an appraisal only for [redacted] vehicle which verified that there was no paint transfer from our insured vehicle, and only a dent was noticed We communicated verbally and in writing to [redacted] ***, that we will not be accepting liability for his damages as there was no damage to our insured vehicle and no evidence to support we caused the damages to his vehicleWe have also spoken with his daughter and explained our final liability decision and that will not be taking care of his damages, advising of the option to file a claim with their insurance carrier On January 23, 2014, we spoke with [redacted] ***’s insurance carrier [redacted] and explained our liability decisions and claim status at that timeThey also agreed with our liability decision after reviewing the photos of [redacted] ***’s vehicle We hope we have answered the consumer’s questions or concerns that were brought forward with this concern and if there is any additional information needed or clarification on any concerns, please let me know Sincerely, [redacted] Nationwide Property & Casualty Insurance Company ###-###-#### [redacted]

This is the reply to the below message from Titan InsuranceI sent a faxed letter stating that the reason my policy needed to be canceled was because I no longer had an automobileI will find the faxed letter to show thatAnother automobile was given to me a few days latter and I decided to switch companiesThere was nothing owed to Titan - I don't care how [redacted] choses to say it I will provide the letter of cancelation and explanationTitan is a rotten companyI am not happy with [redacted] 's solution to the issue Respectfully, ***

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]

Kindly allow this letter to represent the [redacted] Insurance Company (“ [redacted] ”) response to a complaint dated August 26, on behalf of [redacted] We understand you have identified that complaint as Complaint Number 10783102, as captioned above [redacted] wishes to first inform you that it has no knowledge of [redacted] or how precisely Ms [redacted] may have interest in the loss notice that [redacted] received relative to the incident that took place on the insured premises on October 11, [redacted] had sold a general liability policy to [redacted] that was in force on October 11, The policy provides liability insurance coverage for accidents on and about the premisesMr [redacted] is in the residential property business doing business in the Eugene, Oregon, area, as “Synthesis”While Mr***, as land owner, owes certain legal duties to tenants and their guests, the circumstances surrounding this incident, as explained below, do not suggest that Mr [redacted] would have liability exposure to either his tenant, [redacted] II (“ [redacted] ”), or [redacted] ’s guest, [redacted] (“ [redacted] ”)Without such liability, [redacted] would not owe moneys under its liability policy sold to Mr*** [redacted] received a loss notice relative to the incident and its investigation revealed that [redacted] , a tenant at the insured location for over two years, was hosting his girlfriend, [redacted] , on the date of the incident [redacted] and [redacted] had elected to step outside onto the porch having both consumed around to beers that were then chased by around shots of cinnamon whiskey by the both of them, all prior to the incident During the [redacted] investigation, [redacted] informed the investigator that, while on the outdoor porch, he had fallen off the porch after he and [redacted] had consumed the beer and whiskeyHis memory was very limited, likely stemming from the fact that he was inebriated at the time of the incidentEither the fall, or possibly his impairment from intoxication, caused [redacted] to lose consciousness for an unknown period of timeWhen [redacted] came around some time later, he realized that [redacted] , who was presumably also unconscious, was atop him suggesting that she, like [redacted] , may have also fallen in a similar fashionBoth [redacted] and [redacted] were then transported to an emergency room with [redacted] having sustained a laceration about the head and a broken toe while [redacted] had sustained fractured ribs, a punctured lung, a fractured clavicle and a concussion [redacted] advised the [redacted] investigator that both he and [redacted] were very familiar with the outdoor porch from where apparently they both fell as they had on numerous prior times smoked cigarettes while outside on this very same porchAgain, [redacted] had been a tenant with Mr [redacted] at this location for over two yearsThere was no evidence that the porch was anything other than stable and completely in tact Similarly, the property manager for this location also advised the [redacted] investigator that there is no history of individuals falling from the porch in this or any other manner [redacted] , through its independent investigator, made contact with [redacted] but she refused to meet with or provide any information to the investigator [redacted] later advised the [redacted] investigator that he would not be pursuing a claim against the [redacted] policyholder, Mr***.As [redacted] never cooperated in the [redacted] investigation causing [redacted] to believe [redacted] was not making claim, and with [redacted] having advised [redacted] that he would not be making claim against Mr***, [redacted] closed its claim file [redacted] stands ready to handle any claim that either [redacted] or [redacted] may choose to pursue against Mr [redacted] however the circumstances surrounding this incident hardly suggest that Mr [redacted] is liable for the injuries that either [redacted] or [redacted] sustainedShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty Gedd, at ###-###-#### or via email at ***@nationwide.com

Thank you for the opportunity to respond to the Revdex.com regarding policy numberfor Ms [redacted] and to address her concerns about the policyOn 07/12/2012, Ms [redacted] purchased a six month insurance policy from [redacted] *** with a bill plan of 16.7% down and installments with an ElectronicFunds Transfer (EFT) auto withdrawalMs***’s policy last renewed into the term beginning07/12/when the renewal offer was accepted with the renewal down payment in the amountof $paid on 07/08/On 07/06/2015, Ms***’s agent contacted our service center and requested that the policy becancelled effective 07/08/The service center associate advised the agent that the EFTpayment was already submitted to the financial institution and that it was unable to be stopped.The service center submitted for the policy to be cancelledOn 07/20/2015, Ms [redacted] contacted the service center to inquire the status of her policyTheservice center associate advised Ms [redacted] that we received a request to cancel her policyeffective 07/08/and that there is a standard day bank day hold on the request to ensurethat the recent payment clearsThe service center associate advised that the policy would bebackdated and cancelled effective 07/08/On 07/27/2015, Ms***’s cancellation request was processed and a return of premium in theamount of $was mailed to the address stated on Ms***’s cancellation request – [redacted] The refund of $was for the renewal payment that draftedfrom Ms***’s account on 07/08/A separate return of premium in the amount of $12.53was issued for the coverage from 07/08/to 07/12/On 08/19/2015, Ms [redacted] contacted the service center and requested the return of premiumcheck be mailed to [redacted] ***A stop pay was placed on the initialrefund check and a request was submitted to have a new refund check mailed to the addressrequestedOn 09/01/2015, a new return of premium check was mailed to the address requested by Ms.***If the refund has not been received, please let us know as soon as possible.I trust that I have addressed the issues within Ms***’s complaintIf I can be of furtherassistance, please contact me at ###-###-####Sincerely, Alexandria C [redacted]

[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 policyOn 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 themWe received the forms on August 19, without an effective date of cancellation, therefore they were not processedOn August 21, 2014, [redacted] inquired on the cancellations and was informed the forms were received incomplete and that new forms were sentThe forms were again received on August 26, and were processed cancelling the three policies effective August 4, The refunds were generated for each policy and mailed outA refund of $1,for the home policy was generated on September 3, and cashed on September 9, A refund of $for the umbrella policy was generated on August 27, and cashed on September 17, A refund of $for the auto policy was generated on September 2, and does not show as cashed yetBoth 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]

[redacted] , We are in receipt of your latest communicated dated January 30, We have reviewed our file to addressyour concerns Our insured has a personal auto policy with a liability limit of 100,The loss date was7/4/the loss was reported to Harleysville on 7/25/This most recent response is from [redacted] Emailto the Revdex.comA representative from Harleysville did call [redacted] on 1/27/We advised that any additional damagesbeing claimed needed to be inspected by his carrier, [redacted] They have paid for the damages tohis vehicle, and we have reimbursed them through subrogationIf there are additional damages, this will need to be confirmed and viewed by [redacted] 's Carrier, [redacted] The estimate written by [redacted] appears to be written to industry standardsI cannot comment on the practices and guidelines that are being used by [redacted] but the use ofnon-original factory parts is very common on an older vehicle, in poor prior conditionWheel alignments arenormally only allowed when a wheel or tire is replacedWe have accepted 100% liability for this loss and any supplements that are submitted by [redacted] will be reviewed by Harleysville, and paid, as long as the additional damages being claimed are loss relatedOur file will remain closedShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] ***, at ###-###-#### or via email at [redacted] Sincerely, [redacted] ###-###-####

[redacted] Complete the enclosed request form to To help us finalize your Injury claim as quickly as possible, please complete and your claim return the enclosed form Claim details Insurer: Nationwide Mutual Insurance Company Policyholder: [redacted] Claimant: [redacted] Claim number: ############ Loss date: 09-0- What you need to do Please complete and sign the enclosed Full and Final Release of All Claims form and return It to me by mall at One Nationwide Gateway Dept [redacted] as soon as possible For help when you need It Thank you for your help in resolving this claim as quickly as possibleIf you have any questions or concerns, please contact me at ###-###-#### or [redacted] Sincerely, [redacted] Nationwide Mutual lnsurance Company [redacted] Ohio law requires the following: Any person who, with intent to defraud or knowing that he/she Is facilitating a fraud against an Insurer, submits an application or files a claim containing a or deceptive statement Is guilty of Insurance fraud

Thank you for the opportunity to respond to Ms [redacted] ’ concerns regarding the increase in premium due to an accident dated May 14, 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, 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, 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 caseUpon receiving the complaint, they immediately left cell phone messages with both [redacted] and [redacted] [redacted] did return their call, and spoke directly with Associate Agent, [redacted] ***During that conversation, there were apologizes of any misunderstanding over the dropped callWhen [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***

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 12/18/2009, [redacted] purchased a six month insurance policy from the [redacted] with a bill plan of 25% down and installments On 02/08/2010, [redacted] ***’s policy was set up for an underwriting cancel effective 02/28/due to no proof of insurance for members of her household and a Cancellation Notice was mailed On 02/28/2010, no proof of insurance was received and [redacted] ***’s policy cancelled per the 02/08/notice [redacted] owed a balance of $for the coverage that was provided up to the cancellation dateCollection notices were mailed to [redacted] from our collections company – CCS Collections On 06/08/2015, [redacted] contacted the service center to dispute the balance owed as she had duplicate coverage effective 02/10/A resolution support analyst advised [redacted] that with proof of the duplicate coverage and a signed cancellation request we could backdate and cancel the policy effective 02/10/ On 06/10/2015, the resolution support analyst received the proof of coverage and the signed cancellation requestThe cancellation was backdated to 02/10/Our company processes all mid-term cancellations at the customer’s request as a short-rate calculation or unearned pro-rate premium x This process has been filed and approved by the [redacted] Department of InsuranceThe balanced due decreased from $to $ On 06/11/2015, a member of the Office of Customer Advocacy contacted [redacted] and advised we were willing to waive the short-rate calculation as a courtesy to herThat reduced the balance owed from $to $ [redacted] stated that was not good enough and that she would be filing a complaint with the Revdex.com Presently, [redacted] has a balance due of $for the coverage from 01/14/to 02/10/The balance is comprised of premium only and she is not being assessed any feesWe will not be waiving the $as she did not have duplicate coverage until 02/10/and coverage was provided from our company 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]

I am in receipt of your correspondence dated February 5, 2015, addressed to the Office of Customer Advocacy, regarding [redacted] In her statement of the problem, [redacted] would like a detailed explanation on the premium changes during the policy term and the billing amountsI will be happy to respond to the concerns of our member.On September 9, 2014, [redacted] contacted Nationwide Sales via telephone for an automobile quoteA multi-policy discount was added to the policy, because the member agreed to obtain both an automobile and property policy on that dateThe amount of the multi-policy discount varies based on the type of property product obtainedThe discount was input as though the member owned her home, instead of as a tenant (renter’s) policyThe discount was correctly adjusted after policy inception, during the Underwriting discovery period, which resulted in an increased premium on the automobile policy of $Feedback has been provided to the leadership of the sales agent involved for adding the discount incorrectly at policy inceptionThe auto policy was started effective September 12, The six month premium was $1,029.56, ending on March 12, The monthly payment was $On October 15, 2014, the multi-policy discount was corrected effective September 12, 2014, to reflect renting rather than owning a homeThis change increased the full term premium to $1,with six month payments of $This change created a premium not billed for September 12, through November 12, in the amount of $that would be divided over the remaining four monthsThis made the new billing amount $or $plus $15.04, one fourth of the $On December 22, 2014, [redacted] replaced a vehicle on the policy effective December 21, This change created a prorated increase on the policy of $from December 21, 2014, to March 12, On January 20, 2015, [redacted] requested to cancel the policy effective the same dayThe cancellation process was completed the same day the warning notice was mailedThe notice mailed was a reminder that the January 22, payment for $had not been receivedThis billing statement was closed once the cancellation was completedOn Janruary 22, 2015, [redacted] was connected with our escalation team and was quoted a prorated balance owed for the policy at $This balance included the prorated premium owed from inception to cancellationWhen the December payment was received it was a prorated payment from December 12, 2014, to January 12, 2015, and the policy was cancelled on January 20, The premium due after the cancellation can be broken down into three portions to make it clearerThe first portion of $was the remaining premium owed for September and October of the original $uncollected premium dueThe second portion comes from the vehicle and coverage change on December 21, This increased premium was from December 21, 2014, to January 12, 2015, at $The last portion of $is from the newly adjusted premium for both vehicles from January 12, 2015, to January 20, The original final bill included a late fee of $for a total amount owed of $We have removed a previously paid installment fee of $and the late fee of $making the remaining balance owed only $We hope this explanation on why premium is still owed will help [redacted] understand the premium changes and the amount owedWe are including a billing breakdown on the account to provide a timeline of this information, along with additional documentation, to assist in understanding this transactionWe apologize for any confusion that may have been causedIf we may offer any further assistance in this matter, please contact our Customer Relations Coordinator, [redacted] direct at ###-###-#### or by email at [redacted] Sincerely, [redacted] Nationwide Insurance Company of America###-###-#### [redacted]

Please find attached blackout period notice from BCI Aircraft Leasing Incwhich clearly states that the blackout period starts on September 20, The law requires that 401k participant be given at least a day ADVANCE notice before any blackout period starts so that he or she has sufficient time to take necessary actions In my case, it is to roll it over to my IRA account The fact that Nationwide, as the manager/administrator of the 401k plan, failed to wait for days for plan participants to take necessary actions to protect their 401k assets is an obvious breach of its fiduciary duty and a violation of plan participants’ basic rights With regards to the fund loss in the account, the Nationwide Prime Money Market fund managed by Nationwide imposes a 0.85% annual asset management fee which is way excessive when the fund managers deliver a next to 0% return on the fund By charging excessive fees on a next- to-zero-return fund is a guaranteed way to lose money by the plan participants During the two months period, my account has been consistently losing money at 0.85% annual rate If Nationwide is in doubt about the 401k participants’ rights, we can have Department of Labor, IRS or the Justice Department get involved To resolve this matter, I request that Nationwide reimburse me for all the fees imposed by Nationwide Prime Money Market Fund and a minimum of $20,due to the loss of opportunity to participate in the stock market During the two month period that my funds were held at Nationwide, the stock market has gone up more than 10% in which I was not able to participate due to the serious delay of rollover Please have Nationwide send the check to my IRA rollover account per instruction below Make check payable to: [redacted] Address: [redacted] Regards, [redacted]

the money was taken out of my checking account to pay for [redacted] insurance policy and I DID NOT AUTHORIZE this transactionI did not realize money was being taken out of my account on the policy she had with them until the NSF came out of my checking account in Jan This is when I realized that the whole time the policy that was in her name was coming out of my checking accountShe never was nor will she ever be on any of my financial accountsYes, I see where the first policy was in her name and me as a driver, but I did not authorize her to take any money out of my account on that vehicleShe was to be responsible for taking care of thatShe was employed at the time so I assumed she was paying it out of her accountHad I been made aware sooner that she had done that, I would most certainly have cancelled insurance sooner and sold the truckThe reason the truck was sold in the first place was because it began to break down all the time and it was getting costly to fixI would like Nationwide to provide proof verbally or show me in my own handwriting that I either spoke to someone verbally or gave permission in writing that it was okay to take money out of my account for this insurance policy that was issued primarily in her nameI think it is wrong that they took money out of my account to pay for her policy and I want proof that I gave them that permission to do soIf they can't provide that proof, I think they should be obligated to refund the money to me solely AS IT WAS MY SOLE ACCOUNT THAT THEY TOOK MONEY OUT OFOr at least issue the refund checks as [redacted] OR [redacted] instead of putting AND in the middle of our names! They can certainly contact her if need be I just have to get a good phone number for her! The attachments is where she signed the statement and the second is a copy of my checking account statement that shows it came out of my account and the third is a copy of the email I received from [redacted] credit union letting me know just how much was taken out of my account for this policy since June June 13, the policy was cancelled and from June 14, until 01/13/money was taken out of my account to pay for these policies to which I never authorizedThey took out of my account (if you count the NSF fee the bank charged) and I only received about of that back which is outrageousI am not a crook and I am not trying to get away with anythingI just want them to provide proof that I, ME authorized these transactions Regards, [redacted]

We are in receipt of your communicated dated April 13, submitted on behalf of Ms [redacted] regarding communication concerns during her claim, as well as frustration with the payment processI spoke with Ms [redacted] on April 13, and we addressed her concernsWe apologize for any communication issues during the claims process, as we strive to maintain consistent contact throughout the claim to keep the member informed.While the insured should have been advised of her mortgage company’s inclusion on the check, her mortgage information was not updated on her policyTherefore, when the claims team issued the payment, we were unaware of the outdated informationWhen this was brought to our attention, we re-issued the payment immediately and sent the check directly to the mortgage company per Ms [redacted] ’s requestThe adjuster spoke with the mortgage company on April 18th to offer to send the estimate for repairs in order to expedite the process for our memberWe regret that the complainant is unhappy with the handling of her claim, but we will continue to work with Ms [redacted] to bring this claim to resolutionShould you require any further assistance in this matter, please contact our Customer Relations Coordinator, Patty G [redacted] at ###-###-#### or via email at [redacted] Sincerely,Averill Y [redacted]