ComplaintsforNationwide

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Single-Premium Immediate Fixed Annuity from Nationwide Life insurance Company through ******* ****** as a broker. The promised Initial Payment Amount was $2000 and the premium $317,342.21. The quotation # ******. With lock in date of 01/19/2024. I sold various investments to collect the premium and had it on 01/17/2024 at my ****** account as cash ready for Nationwide. I also signed the application, and it was accepted electronically by ****** on Jan 16, 2024. I checked on Saturday Jan 20, 2024, and the $317,342.21 premium has been collected from my ****** account. A few days later I received the contract number : ********** from Nationwide and found the the Initial Annuity Benefit Amount has been modified from the $2000 to $1842.91. Nationwide refused to correct the Benefit amount as in the attached quotation claiming that they received the payment after the Jan 19 expiration date. My complaint is as follow: - If the offer expired why did they take the money without discussing the very significant Benefit amount from promised $2000 to $1842.91. -Even for 1-2 days late due to the weekend and Holiday why the did monthly benefit dropped 8% from $2000 to $1842.91 -Why it took Nationwide close to 30 days to process and return the premium even though I called the same day as I received the actual contract and ***** the cancelation letter back to nationwide - Due to the above I lost a significant amount of money for selling my investment to collect the $317,342.21 premium. -I also Lost income for waiting 30 days to receive back my premium following my cancelation of the contract - D***ng the lost time from January 5 until I received back the premium from Nationwide 45 days later, the premium for similar contract from other Annuity providers have increased by $25-$35 thousand. I feel that Nationwide had only to gain from taking my premium knowing that my immediate monthly benefit will be reduced. However I lost significant amount of my retirement saving.

  

  Business response

  04/23/2024

  ****************
  Please accept this in response to *** *****’s concerns on this immediate annuity
  contract. We regret this situation and hope you find the following information helpful.

  
  Policy details
  Contract Number: *********
  Contract Owner / Annuitant: *** *****
  File Number: ********

  
  Our Findings
  We issued this Nationwide Income Promise Select immediate annuity contract on
  January 26, 2024, with the premium amount equal to $317,342.21. The immediate
  annuity quote referenced in the complaint did reflect the $2000 as the monthly
  benefit amount with an expiration date of January 19, 2024. As stated, we received
  this new account paperwork on January 16, 2024, but due to a processing oversight,
  we did not consider the referenced immediate annuity quote at the time of issuance
  causing your benefit amount to be reduced from $2000 to $1842.91.

  
  Our apologies
  We deeply regret We empathize with the customer’s concerns and sincerely
  apologize for their negative experience with us. We want to assure this customer
  that feedback on this issue will be provided to the relevant departments’ leadership.
  We sincerely apologize and hope *** ***** will give us another chance to restore
  their faith in Nationwide.

  
  For help when you need it
  If you would like to discuss this matter further or have any questions, please feel free
  contact me directly at ###-###-####, option *, extension *******.

  
  Sincerely,
  **** ******* ***
  Regulatory Resolution Coordinator
  Nationwide Life Insurance Company

  Customer response

  05/24/2024

  Thanks for your update, just for the record please indicate that I am not satisfied the business response. 
  Having Nationwide causing significant financial impact on retirement saving because of their own mistake (per Nationwide letter) could be important for other retiree that are considering Nationwide Annuity. I think that publishing this case could be important.
  
  ***

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was parked in front of my house and was hit by a drunk driver. The drunk driver's insurance company (Nationwide) is responsible to pay for the damage to repair my vehicle. Nationwide wanted to pay as a total loss as a basic model of the Honda CRV 2012 having only Satellite Radio (see attachment Vehicle Assessment Valuation), while my Honda CRV has the upgraded features of GPS+DVD+Radio (Cost me $8000, see picture of the Upgraded GPS&DVD system to replace the original radio), Rear TV and DVD Player (Cost $3500, see pictures of the Upgraded TV and Upgraded DVD Player for rear seat TV), and Audio system for outdoor party for 200 people (cost $3000, see picture of the Upgraded 300W Audio system). I have sent the pictures of theses upgraded features of my vehicle to Nationwide, but Nationwide refused to pay for the upgraded features. These upgraded features were added when I bought the vehicle from the dealer, which are parts of the vehicle. I believed Nationwide Assessor even did not looked at my vehicle because the original Satellite Radio looks totally different from the GPS&DVD system on my vehicle. This is why I report this case to BBB to correct Nationwide unprofessional and irresponsible practice. Nationwide should ether pay for my original cost or pay according to the current costs for the upgraded features.

  

  Business response

  04/01/2024

  ******************
  We are in receipt of your correspondence dated March 26, 2024.  We appreciate the opportunity to review and respond to the concerns presented by Mr. *** *** ***.
  On February 13, 2024, Nationwide received notice of a loss that involved our insured, Mr. *********, and Mr. *** *** ***’s parked vehicle. Nationwide accepted liability and began the process of handling Mr. *** *** ***’s vehicle damage, which was predicted to be a total loss.  Nationwide secured permission to move the vehicle to ****** for an assessment.  

  An estimate was written on the visible damage in the amount of $6,230.25. Nationwide worked with *** for valuation services to determine the actual cash value, or fair market value, of the vehicle, which was $12,892. Due to the potential for additional hidden damage, Nationwide deemed the vehicle a constructive total loss.

  On March 8, 2024, the total loss adjuster communicated the settlement numbers to Mr. *** *** ***, which included taxes and fees to equal $13,356.26. Mr. *** *** *** was not pleased with the settlement numbers and advised he would follow up after he reviews the paperwork.

  Mr. *** *** *** advised the total loss adjuster of several vehicle upgrades, which included GPS, a rear seat TV and DVD as well as a 300W audio system all totaling $14,500.00. He further advised those upgrades cannot be depreciated. The total loss adjuster ran a new value for an updated settlement of $13,753.84. This information was provided to Mr. *** *** ***.

  On March 13, 2024, Mr. *** *** *** requested Nationwide tow the vehicle back to his home. Nationwide presented the owner retained settlement offer of $10,254.83. Mr. *** *** *** was also advised that he was welcome to contact his insurance company if he did not agree with our assessment and the *** valuation on the vehicle.

  On March 22, 2024, Mr. *** *** *** advised that he would proceed with the owner retained settlement and requested additional payment in the amount of $14,500.00, for the upgraded features that were added to the vehicle when he purchased it from the dealer 12 years ago. He further advised there is no separate receipt for the upgraded features.

  The total loss adjuster explained that he is welcome to submit the window sticker or any other documentation that would warrant any updates or changes to the valuation report. Otherwise, the valuation report and settlement offer remain unchanged.

  We understand this is not the outcome Mr. *** *** *** was hoping for and regret to hear our service did not meet his expectations. We appreciate the inquiry and the opportunity to address his concerns. We stand ready to assist Mr. *** *** *** with the payment of his claim following receipt of the appropriate paperwork to owner retain his salvage.

  If you require further assistance, please contact our Customer Relations Coordinator, ***** ******** at ###-###-#### or by email at ***********************.
  
  Sincerely,
  
  **** ***********
  Specialist, Regulatory Solutions

  
  

  Customer response

  04/15/2024

  ******************
  
  Nationwide has described the communication process, but has not provided any solution.
  
  The fact is very clear that Nationwide's Evaluation Report is wrong. The evaluator had never looked at the vehicle,  He simply pulled out the record of the vehicle recorded 12 years ago to make the evaluation report.  It is not possible for anyone to mix-up my GPS+DVD+Radio with Satellite Radio!  This is a wrong and irresponsible business practice.  Nationwide's drunk driver hit my vehicle on Feb 12, 2024, Nationwide must make the Evaluation Report based on the vehicle on Feb 12, 2024.  This is the basics of insurance.  For example, if there was a person in the car hurt, Nationwide must pay for it;  if There was  a computer in the vehicle that was damaged in the accident, Nationwide must pay for it. 
  
  I just do not understand why my upgraded features are not included in Nationwide evaluation.  The vehicle had the upgraded features on at the accident.  This is the fact, I can go to any Court on this fact.
  
  I said these upgraded features cannot be depreciated because if I need these features, I have to pay for the full prices.  You can pay for the price I have quoted for a total of $14,500 (that was I have paid to the dealer 12 years ago), or Nationwide can give me a fair price for these upgraded features at current market prices.
  
  For a fair solution, Nationwide has to correct its wrong Evaluation Report and provide a fair evaluation of  my upgraded features.
  
  ***  *** **** ***** ** ******* ** *****
  Tel: ###-###-####
  Email: ********************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was rear ended by a driver with nationwide insurance. I was not at fault for the accident. Nationwide told me everything was set for me to get the rental vehicle while I was getting my car fixed. When I arrived at the car rental company, the company informed us that they would need to speak with Nationwide regarding this claim. They informed us that they would simply need an "OK" from Nationwide for this reservation before issuing the rental. The agent responsible for my claim would not answer his phone despite us calling several times, and I was unable to pick up the vehicle because of this. Furthermore, after waiting over 1 month to get my vehicle fixed, the agent told us the day of the appointment that it would not be able to get fixed due to an issue that was entirely caused by Nationwide. The issue was resolved the following week. However, I now missed my appointment that I waited for and now have to wait over another month for the rescheduled appointment thanks to Nationwide's incompetence. The agent responsible for my claim was Brian Humbert, who was extremely unprofessional. His conduct included talking over me and not allowing me to speak with a supervisor or anybody else.

  

  Business response

  03/08/2024

  *****************
  This letter is in response to an inquiry filed with your office by **** ********. Mr. ******** states Nationwide Insurance Company of America did not provide him with a rental, thus delaying his vehicle repairs. He further stated his adjuster was unprofessional.

  On January 2, 2024, Mr. ******** was involved in a collision loss with our insured. A claim was filed on January 4, 2024. We spoke with Mr. ******** on January 5, 2024, obtained his statement and he told us **** ****** owned the vehicle he was driving. We completed our investigation and arranged an inspection and rental for **** ****** and issued a payment on January 12, 2024.

  We received a subrogation demand from *****, Mr. ********** insurance, on February 28, 2024, as he had filed a claim and accepted payment from *****. We then spoke with Mr. ********, and he told us the vehicle was recently transferred to him from Mr. ******, and he had not cashed the check from *****. We contacted ***** to confirm they could stop the payment and cancel their subrogation.

  On February 29, 2024, we reissued the vehicle payment to Mr. ******** and set up a rental reservation with ********** for him as well.

  We’re sorry to hear our service didn’t meet Mr. ********** expectations. We take customer service very seriously and strive to improve our service. We have shared his feedback with the handling business unit.

  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* *****, at ############## or by email at ***********************

  
  Kind Regards,
  Cyndi Seybold
  Specialist, Regulatory Solutions
  PL Claims Customer and Regulatory Solutions - CARS
  Office

  Customer response

  03/12/2024

  Nationwide is attempting to pass the buck by claiming that ***** issuing the check is responsible for their delay, yet Nationwide is the party that delayed the process. Nationwide waited until the very last second, the day I was scheduled to pick up the vehicle, to tell me that this was even an issue.

  Why did Nationwide wait until the day I was scheduled to inform me to call *****? Were they simply so busy for that past 2 months that they could not get that simple issue resolved until the very day I was scheduled? Nationwide caused a giant delay in getting my claim resolved, yet they still refuse to take responsibility for causing this delay. The issue with ***** issuing a check could have been easily resolved in 1 business day, yet they waited until the last minute to even acknowledge it, causing me to miss my scheduled appointment.

   Keep in mind we had this date scheduled for almost 2 months and had to reschedule it due to Nationwide not resolving the issue in a timely manner.

   Regards,

  
  **** ********

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  company issue a withdrawal from account that I did not authorize. Now I am short $20,000.00

  

  Business response

  02/13/2024

  Thank you for bringing this matter to our attention. We have researched this matter in depth and have determined that you made the request for distribution from your account. We processed the distribution according to your request and issued the money to your bank account. If you are experiencing an issue with unauthorized access to your bank account, please contact your bank for assistance. If you have further questions or need further assistance please do not hesitate to reach out.

  Customer response

  02/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21265246
  
  I am rejecting this response because: Company is not apologizing for mistake make on their part.  When I spoke to them I specifically inform them that I did not requested a transfer done.  Transfer requested was not me doing it.  company need to take better care on security.    
  
  Regards,
  
  ******** *******

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried submitting a claim in May 2023. It was returned and I submitted 2 more claims each time asking me to resubmit. Fourth claim was sent on 12/11/2023. I was told today it was not received! My Dentist office mailed it for me.

  

  Business response

  02/12/2024

  February 12, 2024
  

  ********* **********
  BBB of Central Ohio 1169 Dublin Road Columbus, OH 43215-1005

  
  File #: ********
  Mbr #: *********

  
  Dear Ms. **********:

  
  Nationwide Life Insurance Company (“NLIC”) and Merchants Benefit Administration (“MBA”) are in receipt of the above referenced inquiry. The insured had dental coverage as a benefit of their membership in the National Small Business Association (“NSBA”). The dental coverage is fully insured and underwritten by NLIC. MBA is the third-party administrator responsible for administration of the coverage.

  
  The claim received by MBA on 9/27/2023 included services rendered between March 10, 2022, and May 15, 2023. However, this claim could not be processed in their system due to it crossing over from 2022-2023 because of rates, codes, and fee schedules changing. On 12/5/23 MBA sent an explanation of benefits (EOB) requesting that the claim be resubmitted separating the years.

  
  Also, the claims filed were missing pertinent information such as Tax ID, Doctor's signature and date, and patient information such as Member Name, DOB, Address, and member ID. For these reasons, the claims are considered to be "incomplete" or claims with errors. The date of receipt is based on the date a "clean" submission was received. To date, MBA has not received a clean claim.

  
  To process properly, dental claims require clean data with accurate information. Additionally, claim submissions must be received within 15 months of the date of service. Any services rendered before November 9, 2022, would be denied for timely filing. The claim for date of service May 15, 2023, must be received no later than Thursday, August 15, 2024, to be considered for payment.

  
  We appreciate the opportunity to respond to this inquiry. If further assistance is needed, please feel free to contact MBA directly at ###-###-####.

  
  Sincerely,
  **** ******
  Operations Manager
  Nationwide Insurance
  ###-###-####
  **********************
  

  Cc: **** ****** - MBA
  Nationwide Insurance
  *** ********** ***** ********* ********* ** *****

  Customer response

  02/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because the claims I sent to the BBB were my claims before they went to my dentist for signature.  My dentists office did not keep a copy of the 4 signed forms dated December 2023 sent in to the company.  Thus the reason the forms did not show my dentist's signature and other information.  It was on the forms before being mailed out of the dentist's office to the company.

  Regards,
  
  ****** J **********

  

  Business response

  02/21/2024

  Good morning. Please see the attached. Thank you. 

  February 20, 2024

  
  ********* **********
  BBB of Central Ohio 1169 Dublin Road Columbus, OH 43215-1005

  
  File #: ********
  Mbr #: *********

  
  Dear Ms. **********:

  
  In response to your letter dated 2/16/24, MBA confirmed that they still need fully completed claim forms in order to process. Also, dates of service that occurred in different calendar years need to be submitted on separate claim forms. As noted in the prior response, this is due to rate, code, and fee schedule changes.

  
  We appreciate the opportunity to respond to this inquiry. If further assistance is needed, please feel free to contact MBA directly at ###-###-####.

  
  Sincerely,
  **** ******
  Operations Manager
  Nationwide Insurance
  ###-###-####
  **********************
  Cc: **** ****** - MBA

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nationwide Insurance will not reimburse me for roof replacement.

  October 2023, Nationwide sent me a 'notice of cancellation or refusal to renew notice ' because I hadn't done any repairs or replace the roof on my home (policy # ************).

  To avoid the 11/12/2023 cancellation date, I told Encore Roofing (###-###-####) my situation and the roof was replaced October 2023. A few weeks later, Thanksgiving week, my neighbor across the street from me at ***, informed me that Stump Siding and Roofing (###-###-####) had worked on several homes in our Chambers Knoll complex and that they did a roof replacement due to damage caused by 6/2023 hailstorm and all was covered under homeowner's insurance. My neighbors at *** and *** are on ******* work schedule for roof replacement.

  I also spoke with one of ******* workers before I filed a claim with Nationwide. I told Nationwide, Mr. *****, (###-###-####, ext. *****) this when I filed the claim and provided ******* phone number. it was just a matter of weeks, the time between completion of my roof and finding out that several homeowners in Chambers Knoll didn't have to pay a dime for roof replacement, because their insurance covered it. My roof at *** and the two houses across the street from me (*** and ***) and all the homes that stump worked on (replaced roof) was hit with the same 6/2023 hailstorm.

  

  Business response

  01/22/2024

  January 22, 2024
  

  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005

  
  BBB Complaint #: ********
  Complainant Name: ******* *******
  Policyholder Name: ******* *******
  Policy #: ************
  Claim #: N/A
  Company Name: Nationwide Property And Casualty Insurance Company
  OCR Ref #: *******

  
  Dear ********* **********:

  
  This letter is in response to the inquiry filed with your office by ******* *******. Nationwide partnered with a third-party company that uses aerial and satellite imagery to assess property condition for use in connection with Nationwide's insurance underwriting process. Upon review of this information, Nationwide concurred with the overall poor roof condition assessment that does not meet the company’s eligibility guidelines for renewal.

  
  Nationwide sent a policy notice to ******* ******* on July 25, 2023, regarding the poor roof condition, as evidenced by natural discoloration and streaking.

  Nationwide’s data confirms that customers with poor or severe roof conditions are significantly more susceptible to loss than properties with fair or better roof conditions.
  Natural discoloration and streaking are usually caused by dirt accumulation or black algae build up. Dirt accumulation may impact the roof’s ability to shed water and retain moisture on the roof increasing the risk for moisture penetration.

  
  A Notice of Non-Renewal was sent to Ms. ******* on October 6, 2023, effective November 12, 2023, based on the roof condition not meeting our eligibility guidelines for renewal. Ms. ******* provided Nationwide with a paid receipt from Encore Roofing, LLC showing the roof has been replaced and Nationwide rescinded the non-renewal with no lapse in coverage. A policy reversal notice was sent to Ms. ******* on November 1, 2023.

  
  A loss was reported to have occurred on June 3, 2023, for hail damage to the roof of insured, ******* *******’s home. The claim was reported to Nationwide on December 8, 2023. The roof of the home had been replaced at the time the claim was filed. We have requested pictures showing damage to the roof prior to the roof replacement but have not currently received the requested documentation. As such, no payments have been issued on the claim. Once the requested documentation is submitted, we will review it for consideration for payment. Nationwide cannot speak to why the neighbor’s roofs were replaced by their insurance carriers.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* ******* at ###-###-#### or by email at **********************.

  
  Sincerely,
  ********* *****
  Regulatory Solutions, Specialist
  Enclosure(s)

  Customer response

  01/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* *******

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Sep 15, 2023 my wife ******** L ***** was in an car accident. The man that hit her was at fault. This was determined in court mid Oct of 2023.

  We have been asking Nationwide, ******* Y *****, Casualty Claims Specialist 2-BI, *********************, to assist us with reimbursement for our rental car purchase while we were waiting to buy another vehicle. We have given her exactly what she has asked for multiple times and afterwards we hear nothing about getting our money we are owed. Her phone number is ###-###-####.

  Our claim number is ******-**. This is ridiculous and they are doing this on purpose.

  The attached documents are exactly what they asked for. Also, that address that I provided is not correct. Meaning I do not know if they are located in Columbus OH. They make it hard to find them. However, the rest of the information I provided is correct.

  Please advise, thanks.

  

  Business response

  01/09/2024

  January 9, 2024
  
  
  ********* **********
  BBB Dispute Resolution Team
  Better Business Bureau of Columbus, Ohio
  1169 Dublin Rd.
  Columbus, OH 43215-1005
  
  
  
  BBB File #:                  ********
  Complainant Name:    ****** *****
  Insured Name:            ***** ******
  Policy #:                      ***********
  Claim #:                       ******-**
  OCR Ref #:                 *******
  
  
  
  Dear Ms. **********:
  
  We are in receipt of your correspondence from January 9, 2024, regarding the matter filed by Mr. ****** *****. Thank you for giving us this opportunity to respond.
  
  We received Mr. *****’ rental car invoice and copy of his declarations page on November 28, 2023. Unfortunately, our review took longer than expected. However, on January 9, 2024, payment for the rental vehicle invoice was issued in full for $1838.78, made payable to ******** *****.
  
  We appreciate your inquiry and the opportunity to address Mr. *****’ concern. We regret to hear our service did not meet his expectations. We take customer service very seriously and continuously strive to improve our service.
  
  If you require further assistance, please contact our Customer Relations Coordinator, ***** *******, at ###-###-#### or by email at ***********************.
  
  Sincerely,
  
  
  *** *******
  Regulatory Specialist
  Customer and Regulatory Solutions
  

  Customer response

  01/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *****

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My basement flooded in August 2023. I called Nationwide Insurance, filed claim. **** ********, claims rep, came out. He said I had more than $5000 in damages, which is the maximum claim amount. He said I could receive the $5000 by check in the mail or by email link. I chose email.

  On Sept 1, 2023 I filled out info. Claim #******-GO. Payment Number: ***********. Policy ID: **********************. card # ending in ****.

  About a week later I contacted **** that I had not received the $5000. He said Chase bank, who processed the transaction, said it was paid and cleared. **** asked for proof from my bank that I did not receive $. I emailed **** bank statements for proof. Then **** asked for proof that I did or did not have a debit card ending ****. I emailed **** bank statements with a list of all my debit card #s.

  I do not have a debit card ending in ****. My current card ends in #****. I have never had a card ending with ****. I have contacted my Nationwide agent, ***** ******, twice. She said there is nothing that she can do. I called Nationwide Customer Service. They escalated my problem. They promptly called me, saying there is nothing they can do.

  I contacted Chase Bank, but since I do not have an account with them, they were unable to help me. I am requesting $5000 that is due me.

  

  Business response

  01/19/2024

  January 19, 2024
  

  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005

  BBB Complaint #: ******** Complainant Name: ***** ******
  Policy #: ************ Claim #: ******-GO
  Company: Nationwide Mutual Insurance Company OCR Ref #: *******

  
  Dear ********* **********:

  
  We are in receipt of your correspondence dated January 16, 2024, as it pertains to the complaint filed for claim #******-GO. We have reviewed the claim file and appreciate the opportunity to address the concerns presented by ***** ******.

  
  The claim in question was reported to Nationwide Mutual Insurance Company (hereinafter, Nationwide) on August 25, 2023, for a water backup in the basement of the dwelling. We first spoke with Ms. ****** on August 29, 2023, and discussed the loss details and damages. The claims process was explained, and it was agreed that Nationwide would inspect the property.

  
  On September 1, 2023, a digital payment in the amount of $5,000.00 was issued to the insured for the Water Backup Limited Coverage. Ms. ****** was notified, and the claim was closed. On September 19, 2023, we received notification from the insured that she did not have access to the $5,000.00 payment. After further investigation, we confirmed the payment cleared on September 5, 2023, using the account number the insured entered when she set up the direct deposit.

  
  We acknowledge Ms. ******’s concerns surrounding the payment and bank account error. Ms. ****** was presented with several options for payment including a check, Electronic Funds Transfer (EFT), and digital payment. Ms. ****** chose the digital payment, which requires her to input the bank account information for the funds to be deposited. Our review found the card number she used to deposit the funds was incorrectly entered. Since this was not an error by Nationwide and the payment has cleared, we are unable to make any changes without having more information and assistance from the bank.

  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ********, at ###-###-#### or by email at **********************.

  
  Sincerely,
  
  ***** ********* Specialist, Regulatory Solutions
  Enclosure(s)

  Customer response

  01/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  Nationwide stated that the money due to me had cleared, yet I have not received the funds. I provided bank statements that prove that the funds were never received by me. If the funds were not received by me, then they were received by an unknown third party.

  The account used for deposit was also never verified. Most places have you verify the account used to receive funds and this was never done to ensure that the funds were properly deposited. I have done sufficient efforts to try to ensure that I can investigate and resolve this manner to the best of my ability. I have proven that the funds were never received and am requesting that Nationwide issue me the funds as they may have cleared on their end, but they were never deposited into my account.

  
  Regards,
  ***** ******

  

  Business response

  02/08/2024

  February 7, 2024

  '
  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005'

  
  BBB Complaint #: ******** Complainant Name: ***** ******
  Policy #: ************ Claim #: ******-GO
  Company: Nationwide Mutual Insurance Company OCR Ref #: *******

  '
  Dear ********* **********:

  
  Ms. ****** was presented with several options for payment including a check, Electronic Funds Transfer (EFT), and digital payment. Ms. ****** chose the digital payment, which requires her to input the bank account information for the funds to be deposited. Our review found the card number she used to deposit the funds was incorrectly entered; however, the payment was processed without failure.

  
  In a case in which a customer enters incorrect banking information, the payment will attempt to process and fail, resulting in a return email to the customer to correct their information online. This can take up to 7 business days, and it is up to the receiving bank to reject the transaction. After we received confirmation from Ms. ****** that her account with Huntington Bank did not receive the funds, we requested assistance from our Money Services Department. It was determined that because the payment cleared and did not fail, Nationwide could not stop or void it. Because this is an error which originated external to Nationwide, the company does not have the ability to access the bank account where the payment was deposited or to exercise any authority over the bank in effectuating any further action related to this matter.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ********, at ###-###-#### or by email at **********************.

  
  Sincerely,
  Office of Customer Relations | *** ********** ****** ******** * ********* ** **********
  ***** *********
  ***** ********* Specialist, Regulatory Solutions

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased travel insurance through Nationwide months prior to a planned cruise for myself and travelling companion, ****** *******. I found myself in the hospital with kidney failure immediately before and during the planned cruise. I filed a claim. I submitted a cancellation from the cruise line, a letter from a doctor indicating I was in the hospital during the time of the cruise, and letters from American and ***** airlines. Initially, Nationwide didn't like what ***** provided. I contacted ***** and got a slightly different letter and sent it to Nationwide's service CBP Connect. They then said they didn't like what American provided. I contacted multiple people at American. I have all they are going to send but it still isn't good enough for Nationwide. I am now on dialysis and unable to travel. Nationwide did reimburse for the cost of the cruise but has so far refused to reimburse for the cost of the airfare for myself and my companion. I have talked to associates and supervisors at Nationwide (CBP Connect) with no resolution. I feel I am being taken advantage of.

  

  Business response

  12/29/2023

  December 22, 2023

  
  ********* ********** disputeresolution@centralohio.bbb.org BBB Dispute Resolution Team BBB Serving Central Ohio 1169 Dublin Rd, Columbus, OH 43215-1005.

  
  Re: BBB Case #: 20996464
  Consumer: ****** ********
  Claim No. ******

  
  Dear Ms. **********:

  
  Thank you for your recent query regarding the above insured. Below you will find a synopsis of this matter.

  In reviewing this matter, the member filed a claim with the claims administrator, Co-Ordinated Benefit Plans (“CBP”), on May 24, 2023, and requested reimbursement of their prepaid trip cost when the trip was cancelled due to sickness.

  
  In reviewing the submitted documentation, CBP received documentation supporting the cruise arrangements were cancelled on February 10, 2023, and cancellation penalties were assessed totaling $3,945.00; however, CBP did not receive any information regarding the claimed airfare arrangements.

  
  Payments totaling $3,945.00 were approved for the cruise arrangements, and CBP requested 3rd party confirmation that the air arrangements claimed were cancelled, no refunds were processed, and that any applicable air credits had not been applied to future fare.

  
  Unfortunately, to date CBP has not received the requested information. In order to give the claim every consideration, CBP will be reaching out to Mr. ******** again in order to obtain the information needed to process the claim.

  
  We hope this is responsive to his concerns. If you have further questions regarding this matter, please contact me at ###-###-#### or at ******s1@nationwide.com.

  
  Sincerely,
  ******** ******
  *** ********** ****** ******** ********* ** ***** ******************
  ******** ******
  Operations Manager
  *** ********** ****** ******* ********* ** *****
  cc. Co-ordinated Benefit Plans, LLC

  Customer response

  12/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They have told me they are paying the rest of the claim. I await the payment. Thank you for your assisdtance.

  
  Regards,
  
  ****** ********

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October, 16, 2023 I was sent a letter stating a refund was due to me because my SmartRide discount was calculated incorrectly.

  On 12/12/2023 at 11am I was sent a text message stating a refund would be issued to an card this is not my card. I tried to call to correct this and I could not speak with a rep without the last 6 or my account number. I only have my policy number.

  I tried to use the app but they will not allow me to reset my password and tell me to use the telephone number. I tried using the chat on nationwides website and I provided my name, zip code and telephone number as asked and it then told me to contact Nationwide’s main number again.

  I spoke with ******* in the customer relations department and she told me that I was having an issue because my police used to be with an agent not directly though them. I’m not sure why it matters if I’m trying to check on the refund from the letter sent by Nationwide (not my agent) sent me.

  Talked to ******* in billing and said she was having a difficult time pulling up my account. When she did pull it up, she said that the car she had on file is not what we have. She said the refund has already been issued and it would be up to us to contact the banking facility which we would not know since it’s not our account and she couldn’t provide it nor can she cancel it.

  At this point this seems like fraud. I’m already upset because I’ve been with Nationwide over fifteen years and have not had one accident and I missed a payment by a few days and they dropped my entire policy and wouldn’t let me pay it to reinstate it.

  I decided to go with progressive and I’m so glad I did because this is just one more reason why Nationwide is not on MY side.

  I have a bitter taste in my mouth and I feel betrayed. Take all my money and I make one small mistake and you cut and run.

  

  Business response

  12/19/2023

  Response:

  
  December 19, 2023
  
  
  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005
  
  
  
  BBB Complaint #:       ********
  Complainant Name:    ***** ******    
  Policy #:                      ***********
  Company Name:        Nationwide General Insurance Company
  OCR Ref #:                 *******
  
  
  Dear ********* **********:
  
  This letter is in response to the inquiry received from ***** ****** regarding a personal Auto policy with Nationwide General Insurance Company (hereinafter, the “Company”). We appreciate the opportunity to review and respond to your inquiry. We regret that Mrs. ****** has had a negative experience with our Company. We hope that this response will demonstrate our commitment to resolving her concerns.
  
  Mrs. ****** last remitted a payment to us using a Visa card ending in 6270. Congruent with our standard billing refund practices, and to get refunds back to our customers in the most efficient way possible, we will issue a refund to the last payment source authorized by the Named Insured. As Mrs. ****** used the aforementioned bank card, the refund of $33.88 was issued back to the payment source that she last authorized, the Visa ending 6270. Mrs. ****** appears to have utilized a card owned by another party who, in turn, may have authorized her to use that card for her last payment. Therefore, Mrs. ****** will need to speak with the cardholder to obtain her refund and that would be David ******. Since our Company no longer has the funds, and because we, unfortunately, cannot retrieve the refund, we suggest Mrs. ****** contact the cardholder as soon as possible to obtain her credit. We affirm herein that there was no fraudulent activity related to the issuance of Mrs. ******’s refund given the prior payment authorization.
  
  Regarding Mrs. ******’s concern related to her cancellation. Mrs. ******’s assigned independent local agent was no longer contracted to do business with Nationwide. Therefore, her policy required non-renewal. Prior to this non-renewal, Mrs. ****** had the opportunity to locate a new Nationwide agent in her area to transfer to or seek coverage elsewhere if she so chose. The non-renewal was unrelated to her specifically as our valued customer. As demonstrated herein, this was not a cancellation for nonpayment as stated by Mrs. ******. Since her policy is no longer active, Mrs. ****** would not have access to an online customer account as referenced in her BBB complaint.
  
  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ****** ******** at ###-###-#### or by email at **********************.
  
  Sincerely, 
  ***** ****** 
  ***** ******
  Specialist; Regulatory Solutions 
  
  Enclosure(s)
  
  

  Customer response

  12/19/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: 

  The attachments included from the business are my attachments where I am showing they sent that a refund was issued but the account they sent it to is not my account or my husband’s account. We are expecting our refund by check since the business can’t seem to figure out what the correct account is that we have paid them in previous months. Thank you.
  
  Regards,
  
  ***** ******

  Customer response

  12/20/2023

  According to this response there is a little t of information that was never communicated to me and is assumed. First, my husband and I are the only people to have ever paid our bill through the nationwide app. I have stated already that the card used is not one we have used and have stated that the card information your system has on file is not one we own and your system must have logged it incorrectly. Second, we were never notified that our insurance agent was no longer accepted and we were never notified to find another company. The answer that our funds were sent to someone else and there is nothing they can do is unacceptable. If I don’t know whose card that is nor the organization it belongs to I cannot contact anyone for those funds. Once again, I expect payment by way of a check since this company obviously does not have my correct card information. Thank you. 

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