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Initial Complaint
12/12/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
12/12/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Nationwide has consistently misled consumers regarding their coverage. For pet insurance, we have the major medical plan. It clearly states on the major medical plan inline that they cover 80% of vet bills. However, in the “sample” benefits schedule, they only cover a specific dollar amount. They are lying to consumers. You can view a video of the site and the flow here: ****************
Business response
01/12/2024
We responded to directly because there was no signed authorization form.
Email we sent to disputeresolution@centralohio.bbb.org on 01/04/2024:

Better Business Bureau Of Columbus Ohio
1169 Dublin Rd
Columbus, OH 90066-5627

January 4, 2024

Nationwide OCR Ref #: *******
BBB File #: ********
Complainant Name: ***** ******

Dear Better Business Bureau Of Columbus Ohio:

Due to the authorization form not being received, we will address this case directly with the complainant.

Sincerely,

****** ********
Veterinary Pet Insurance Company
Customer Relations Coordinator
###-###-####
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 #:                      *********
Policy Effective Date: 12/9/2019
Claim #:                       ************** ************** *************
Company Name:        Veterinary Pet Insurance Company
OCR Ref #:                 ********

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

We are in receipt of your correspondence regarding the above-noted file.

Ms. ****** has the Major Medical Plan with the Pet Wellness Plus Rider and $250.00 annual deductible for her dog Linus.A policy packet was sent to Ms. ****** when her policy was approved. The packet contains a benefit schedule that gives a list of what the plan covers, what it doesn’t cover, and how much it covers per term per condition/procedure.

We received claim ************* on December 3, 2023, for a malignant tumor in the nasal cavity. The claim was processed as eligible on December 4, 2023, with $2,580.00 benefits provided.

We received claim ************* on December 7, 2023, for squamous cell carcinoma tumor. The claim was processed as eligible on December 8, 2023, with $660.50 benefits provided.
We received claim ************* on December 13, 2023, without an invoice. The claim was processed without benefits and an explanation of the missing invoice on December 14, 2023.

The missing invoice was received on December 18, 2023, and processed as eligible with $2,790.00 benefits on December 20, 2023.

A request for review for the claims was received on 12/28/2023 and medical records were obtained from the provider to review for additional benefits. A review was completed on January 3, 2024. A letter dated January 3, 2024, was sent to Ms. ****** explaining the benefits that we were able to provide based on policy coverage.

Claim ************* was reprocessed with $420.00 additional benefits.
Claim ************* was reprocessed without additional benefits with appropriate conditions applied based on the medical records received. Additional information was submitted by the Veterinary Cancer Group on January 4, 2024, for claim review.
Claim ************* was reprocessed on January 10, 2024, with $990.00 additional benefits provided based on the additional information received.

Please be advised that the Major Medical Plan works exclusively with a Benefits Schedule which lists all conditions covered and the maximum reimbursement allowance for each condition. As outlined in the Major Medical Plan, Section 4, Benefit Provisions:

We will apply your deductible to covered veterinary expenses that you incur during the policy term. We will pay covered veterinary expenses that exceed your deductible, up to the limit of one Column A Primary Diagnosis Allowance and any Column B Secondary Diagnosis Allowance that applies to your pet’s condition. These Diagnosis Allowances are the most that we will pay during the policy term for any condition covered by this policy, regardless of the number of incidents or treatments during the policy term.

The claims have been processed as eligible and were paid up to the maximum annual limits of the applicable conditions of the policy.

On the website (www.petinsurance.com) there are general examples of how a claim could be reimbursed. Each claim is processed according to the facts of the claim and coverage available on the policy purchased.

We appreciate the opportunity for review and hope this letter clarifies the reimbursement for the disputed claim.

If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ****** ******** at ###-###-#### or by email at **********************.

Sincerely,

******* ******
Claims Director

Enclosure(s)
Initial Complaint
12/07/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I sold two vehicles and now have a new insurance company and nationwide refuses to let me cancel policy for vehicle I no longer have.
Business response
12/11/2023
December 11, 2023

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

BBB Complaint #: ******** Complainant Name: ******* ******
Policy #: ***********
Coverage Type: Automobile Company Name: Nationwide Property And Casualty Insurance Company OCR Ref #: 3580674

Dear Catherine McLaughlin:

Mr. ****** contacted our Company with a request to cancel his policy noting that he was divorced from the second named insured, **** ******. To remain as impartial and neutral as possible between the two parties, our Company does not allow one Named Insured to cancel a policy during or after a divorce without the express authorization of both parties. This ensures that any pertinent person listed on the contract with a potential financial interest is protected.

Since the initial cancellation request, Mr. ****** has been able to successfully cancel his policy effective December 11, 2023. A refund is being processed in the amount of $596.88.

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, Corinne Roeun, at ###-###-#### or by email at **********************.

Sincerely,
***** ****** Specialist; Regulatory Solutions
Initial Complaint
12/02/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Filed a home owner’s insurance claim in July 2023. Took multiple weeks to receive any sort of communication from the assigned adjuster. Roof was approved and covered due to hail damage. They no longer make the siding on my house or anything close to it. Siding has been missing from my house since the wind storm ended up ripping it the rest of the way off in July.
Originally insurance was only going to cover a portion of the rear elevation of the house, upon learning that there was no similar siding available they are only willing to cover the full rear side elevation but not the rest of the elevations on my house. The adjuster reports they are able to decide what is appropriate for coverage of mismatched siding.
There is no clear verbiage in the policy stating that it won’t be covered. They’ve already approved the rest of the rear elevation, but still leaves me with mismatched siding on the rest of the home and causing devaluing of my property.
This was an act of god and not something I caused myself to my home.
It has been a terrible experience waiting on average 4 weeks to hear back from the adjuster.
It is now December and I still have missing siding on my home as I struggle to figure out how to handle them only paying one side of the home when the siding will not match.
Customer response
12/08/2023

***** ******* <*********************>
Attachments
2:49 PM (27 minutes ago)
to disputeresolution@centralohio.bbb.org

Hello,
Please see the signed authorization form. Let me know if there are any issues accessing it. Thank you!
********* *******

Sent from my iPhone
Business response
12/14/2023
December 14, 2023

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

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

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

Thank you for your recent inquiry regarding a complaint you received from our insured, ********* *******. We reviewed Ms. *******’s complaint, as well as the claim file, and appreciate the opportunity to address her concerns.

This claim has been handled by Nationwide Mutual Insurance Company (hereinafter Nationwide) under a Minnesota Homeowners policy for the property at **** ****** **** ** *********** *** ***** owned by Ms. *******. The loss occurred on May 19, 2022, and was reported to Nationwide on July 20, 2023. The claim was initiated and assigned to a claims associate for handling. After several attempts to reach Ms. *******, the claims associate spoke with her on August 17, 2023, and confirmed the date of loss, and the damage to the roof and siding of the house.

Seek Now was scheduled to conduct a physical inspection of the property, which revealed hail damage to the roof. A full roof replacement was warranted, and the claims associate called Ms. ******* to advise her of the estimate and forthcoming payment. A supplement for the siding of the home was received, reviewed, and the estimate was revised to allow for rear elevation siding replacement rather than repair.

Ms. *******'s contractor requested all of the siding to be replaced since the current siding was discontinued. The claims associate reviewed the supplemental requests, and revised the estimate. On October 24, 2023, she let Ms. ******* know the updated estimate was in direct response to supplemental requests received. The associate spoke with Ms. ******* on November 29, 2023, to discuss the claim further, and the estimate was revised to include the full shed roof replacement.

The state of Minnesota has no matching laws. Specifically, the damage was limited to the rear section of the property, which is not visible from the front or the sides. Accordingly, the estimate provided by Nationwide included the cost of replacing only the siding in the rear of the home.

We regret if there were any delays in communication between Ms. ******* and the claims associate. While Ms. ******* may have hoped for a different outcome, our review of the estimate found it is consistent with the guidelines, and is considered appropriate. No changes to the decision have been made.

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 Relation Coordinator, Tonisha Jordan, at 614-435-3794 or by email at taylt3@nationwide.com.

Sincerely,

***** ******
Specialist, Regulatory Solutions

Enclosure(s)
Initial Complaint
11/30/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Nationwide Insurance still hasn't resolved claim ******-** for both total loss vehicle liability and lost wages. A Nationwide driver ran a red light at high speed, destroying my car. The loss happened on Aug. 26, 2022, but is still ongoing due to exceedingly poor handling.
Nationwide failed to provide communication that would facilitate me obtaining a rental car, resulting in si**ificant loss of income. Nationwide also refused to repair or replace my car. After considerable time, I was able to get my claim examined by a claims associate that failed to find comparable cars to replace mine and made a false valuation of my now-destroyed car. I had already been mailed a check for about 25% the repair cost and did not cash it. The claims associate made a settlement offer for 40% value of my car and I refused that amount but said that it would be an acceptable amount if combined with the other check already received. I was very clear that I would not accept such a tiny amount for the settlement.
The claims associate cancelled one of the four checks I was sent without my consent and said that I accepted that and closed the claim. I was very clear that those last three checks were a partial payment and that they did not constitute a full liability settlement. Nationwide has maintained that I "accepted" their settlement and even told the NDOI that I accepted that tiny payment when I clearly did not.
Nationwide has failed to communicate effectively throughout the entire process with a 10% callback success rate.
I also submitted a lost wages claim but the claims associates have failed to communicate regarding it and haven't been forthcoming in specifying what documents or proof is required. Each claim has been systematically denied with no actual communication.
Nationwide needs to reissue the cancelled check that I collectively did accept as full payment and pay lost wages. Video of the crash can be seen here: ****************
Business response
12/01/2023
December 1, 2023
********* **********
Dispute Resolution Team
Better Business Bureau Serving Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005

BBB Complaint #: 20936746 Complainant Name: **** *******
Policy #: ***********
Claim #: ******-**
Company Name: Nationwide Insurance Company of America OCR Ref #: *******

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

This letter is in response to your inquiry, as it pertains to your file referenced above and the complaint submitted by Mr. **** *******. We have reviewed the complaint as well as the claim file and appreciate the opportunity to address Mr. *******’s concerns.

A claim was filed with Nationwide Insurance Company of America (hereinafter, Nationwide) under our insured’s policy on August 26, 2022, citing a same date of loss. Nationwide contacted Mr. ******* on August 30, 2022, to inform him that we accepted liability for the loss. Mr. *******’s vehicle was inspected, and Nationwide completed an initial estimate of repairs totaling $2,609.40 on September 8, 2022. Nationwide issued a payment of $2,984.93 on this date to Mr. ******* for repairs to his vehicle and an additional $375.53 for the reimbursement of towing expenses.

Nationwide completed a supplement estimate on September 14, 2022, bringing the total cost of repairs to $6,391.06. Nationwide determined the vehicle was a total loss. On September 19, 2022, Nationwide provided a total loss settlement offer of $8,204.19 to Mr. *******, which he accepted on September 21, 2022. Nationwide spoke with Mr. ******* on this date and informed him the prior settlement check in the amount of $2,984.93 issued on September 8, 2022, would be voided now that the vehicle was deemed a total loss. Mr. ******* informed Nationwide of his desire to owner retain the vehicle. After $1,135.00 was deducted for the salvage value of Mr. *******’s vehicle, Nationwide issued a payment of $7,069.19 on September 22, 2022, as the owner retain settlement. Additionally, Nationwide issued payments of $500.00 and $376.53 for Loss of Use (LOU) and towing reimbursement on this date.

Nationwide received communication from Mr. ******* on January 18, 2023, informing us that he no longer wished to owner retain his vehicle. Nationwide agreed to pay Mr. ****** the $1,135.00 salvage value of his vehicle once it was moved to our salvage yard, and we received his vehicle title. On January 24, 2023, Nationwide issued the remaining $1,135.00 portion of Mr. *******’s settlement, which concluded the vehicle portion of his claim.
On May 15, 2023, Nationwide received communication from Mr. ******* informing us that he no longer agreed with our settlement for his total loss vehicle. Nationwide informed Mr. ******* that he previously agreed to our settlement offer and accepted $9,080.72 in payments for his vehicle damages, LOU, and towing expenses. Additionally, our records indicate that all checks issued to Mr. ****** and mailed to his residence have cleared in our system. Nationwide informed Mr. ******* no additional payment(s) would be issued for the vehicle portion of his claim and our position remains the same.

Nationwide has acknowledged Mr. *******’s claim for Loss of Income (LOI) due to this accident. We have previously requested Mr. ******* provide us with documentation to substantiate his claim surrounding LOI. However, we have not received any documentation from Mr. ******* to substantiate his LOI claim.

The issues raised by Mr. ******* have been reviewed. Nationwide has issued all appropriate payments for the damages to Mr. *******’s vehicle, his LOU, and towing expenses. Additionally, we have requested documentation to substantiate his LOI claim. If he would like to provide us with this documentation, please forward it immediately for review and consideration. Nationwide has completed the handling of claim and all appropriate payments have been issued at this time.

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
12/04/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20936746

I am rejecting this response because:
Nationwide has not made an effort to replace my car. I have included Nationwide's valuation of my car at that time, and they falsely valued my car at far less than it actually was valued by using non-comparable vehicles. Nationwide selected rusted-out, high mile junk cars for their valuation estimate and refused to build a value for my car that reflected it's condition before their driver destroyed it. Cars similar in condition to mine routinely sold for $12,000- $16,000. Notably, none of those cars in that higher price range were actually in as good of condition as the car I had, so I made a caveat that I would have to settle for the next nearest condition grade to what I had. I pointed this out to the claims associate and clearly stated that I would not accept that amount ($9080,72) as a total settlement. Nationwide has falsely stated that I accepted their initial settlement payment as a full and total amount, which I never have. My correspondence regarding the settlement checks when the title information was presented was extremely clear that the $9080.72 was not considered a full payment of liability, and that was the last correspondence made before the partial payment checks were issued, mailed, and cashed. Nationwide needs to pay the amount I was willing to accept at that time. That car was far more valuable than Nationwide has asserted and that fact has been confirmed by the high cost of replacement. I have already paid far more to replace that car than the artificially low valuation and the total cost is not known yet as I have many more repairs to do on the replacement car before it is in the same condition as my totaled car was. I should not have to pay for Nationwide's drivers to destroy my cars.

Regards,

**** *******
Initial Complaint
09/29/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I pay every month for car insurance of $244 to Nationwide Insurance. Today unfortunately I had an incident were I needed to be towed for assistance. Had to do it completely through the app Nationwide has. Tow truck never showed not contacted by Nationwide to ask if I needed any other assistance. I called them back after I found someone else to tow it. Let them know Nationwide was not on my side. Got customer service agent#****** *****. She did not listen to me, talked over at me times, when I asked to speak to a supervisor, whatever supervisor did not want to talk to me at all to me. She referenced me to something else not listening to my concern again. Car insurance is there for a reason in case something happens. Nationwide dropped the ball today. Wondering why I left *****. First time I needed Nationwide they are not there.
Business response
10/06/2023
***********
According to our records, our insured, ****** ****** submitted a request for a tow on September 29, 2023, through our third-party tow vendor, *****. Unfortunately, the tow request was not completed as requested and Mr. ****** secured a tow by other means.
We spoke with Mr. ****** on October 3, 2023, regarding his concerns with the request for a tow. In addition, we have received and reviewed his tow receipt for his out-of-pocket costs for the tow. A reimbursement payment was issued to him on October 6, 2023. We regret to hear our tow vendor was unable to meet Mr. ******** expectations in providing the tow. We have shared his feedback with the vendor. We take customer service very seriously and continuously strive to improve our service.
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 Relation Coordinator, ********* ********, at ###-###-#### or by email at **********************.
Sincerely,
*** ****
Claims Specialist, Customer and Regulatory Solutions
Customer response
10/11/2023
Consumer stated in phone call with BBB that he submitted a claim through his phone app on Sept 29, 2023 and then called Nationwide Saturday Sept 30, 2023 to file a claim through phone contact with Nationwide claims according to his policy coverage. Consumer states he was told Nationwide would pay for the estimate to repair his vehicle. The vehicle is still at ****** ******** ******* repair facility in ******* **, he was told they are waiting for a motor to be shipped in. He said he was told he would have $900 for a rental car, but has not heard anything. He stated he did not receive reimbursement for the out of pocket tow costs and wants to know if a check was mailed, and if yes, where and when. If credited back to his credit card, he has not received it yet and wants to know when it was credited the $83.50 he paid for out of pocket towing. He also states he checked the phone app and it showed the claim was closed. He wants to know why the claim is showing closed on his phone app and what the current status is for his claim. He said all the information about the repair estimate itemizes what needs to be done, costs, etc. which he included with his BBB complaint.
Business response
10/17/2023
************
This letter is in response to correspondence received on October 11, 2023. The referenced claim was established on October 2, 2023. The damage to Mr. ******** vehicle was assessed and a settlement check was mailed to Mr. ****** on October 6, 2023. In addition, a rental reservation was established for Mr. ******, and the reservation information was provided to him via email.
Regarding reimbursement for out-of-pocket tow costs: A payment in the amount of $83.50 was issued on October 5, 2023, and mailed to Mr. ****** at the physical address listed on the policy which is consistent with the address noted on his complaint with your office.
Both claims are currently closed as settlement and/or reimbursement payments have been issued.
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 Relation Coordinator, ********* ********, at ###-###-#### or by email at **********************.
Sincerely,
*** ****
Claims Specialist, Customer and Regulatory Solutions
Customer response
10/18/2023
My car has not been fixed, has not been started on. Nationwide is trying to use after-market parts. On a 2022 car with 26k on the miles. I have sent emails to the adjuster to get an update. He did not respond till I called his boss. Then he asked me not to call her. He was handling it. I have not received the check yet for the towing. Is there a tracking number? So I can check on it? Very disappointed in Nationwide thru this process!

Regards,

****** ******
Business response
10/27/2023
**************
This letter is in response to correspondence received on October 20, 2023

Our insured, ****** ****** has expressed concerns with the parts usage for the repairs to his vehicle. Mr. ******'s policy does not include an Original Equipment Manufacturer (OEM) endorsement. Therefore, the policy allows for the utilization of alternative parts, and we have included alternative parts, which are clearly noted within our estimate. Please note, as we understand, the engine being replaced is unavailable from Chrysler OEM NEW (due to the Auto Workers strike). Therefore, the Jasper Remanufactured engine is the only option. Any "alternative part" utilized on Nationwide estimates will be of like/kind/quality and carries our "alternative part guarantee," which guarantees those parts for as long as Mr. ****** owns or leases his vehicle. As for the carpet, our estimate calls for the carpeting to be replaced in Mr. ******'s vehicle, meaning we are not cleaning and utilizing the old carpet.
Our initial settlement payment for claim number ********* was issued via check on October 6, 2023, in the amount of $13,519.43. The claim was closed the same day. However, the body shop advised the original check was not received and we have completed a reinspection of Mr. ******** vehicle and have written a supplemental estimate. As such, a stop payment was placed on the original settlement check and a supplemental payment in the amount of $16,174.44 was issued via check on October 25, 2023.
Our reimbursement payment for tow charges for claim number 085183-GP was issued via check on October 5, 2023, in the amount of $83.50. The claim was closed the same day.
We corresponded with Mr. ****** and the repair shop on October 25, 2023, and October 26, 2023, with updates. We have confirmed repairs to Mr. ******** vehicle are in progress and are currently expected to be completed no later than the week of October 30, 2023.
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 Relation Coordinator, ********* ********, at ###-###-#### or by email at ***********************
Sincerely,
*** ****
Claims Specialist, Customer and Regulatory Solutions

Customer response
10/27/2023
I have not received check for the tow bill. Also in estimate did not include a detail or car wash for the repair shop to be able to do. Car was presented to dirty and rinsed off. I feel Nationwide does not care about or want to address the concerns. It's always about what is not covered. I was without this car for almost a month. Before the car left my sight on September 29 I could start it with my phone, unlock and lock it. I have addressed with the repair shop and was to told to delete THE Chrysler App, then re install. Completed that still does not work. Asked shop is it because it us a Jasper engine have not heard back from them. I just believe if this was a employee of Nationwide would have been handled in completely different way.

Regards,

****** ******
Initial Complaint
09/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Nationwide Claim # ******-GO Insurance claim for my home at ***** ******* **** ****** **. Partial denial letter was issued on April 26th for the rear slope of the home. (Partial Denial Letter Attached.) I have identified additional damages that Nationwide refuses to acknowledge or respond to in writing using policy language. Photo of the creased shingle is attached. Below is also a link to a 6 minute video documenting wind damage. (link redacted) My contractor pointed out additional damages to Nationwide hired Engineer during 2nd roof inspection. Engineer chose to not include loose or creased shingles as shown in video. (Engineer report attached.) Engineer also chose to not acknowledge wind damage on attached Neighbor's roof (***** ********). Her adjustment is attached as we share a roof. The shingles on roof are discontinued, the manufacture does not allow mixing. (NTS Report attached). Nebraska has a matching/consequential damage laws as spelled out below. Complete roof is owed according to these laws. Adjustment does not bring to pre-loss conditions. Repair cannot be completed without consequential damages and code violations. 010.01(A) When a loss requires repair or replacement of an item or part, any consequential physical damage incurred in making such repair or replacement not otherwise excluded by the policy, shall be included in the loss. Repair or replacement of consequential physical damage which requires the use of materials which are better or superior to the damaged materials shall not be considered betterment unless the use of such materials is at the request of the insured. 010.01(B) When a loss requires replacement of items and the replacement items do not reasonably match in quality, color or size, the insurer shall replace all items in the area so as to conform to a reasonably uniform appearance. This applies to both interior and exterior losses. The insured shall not bear cost over any applicable deductible.
Business response
10/05/2023
We are in receipt of your correspondence dated September 27, 2023, as it pertains to your file number referenced above, and the complaint submitted by **** *******. We appreciate the opportunity to review Mr. ********s complaint and would like to address his concerns.

On February 10, 2023, a claim was filed under Mr. ********s Nationwide Mutual Insurance Company homeowners policy for storm related roof damages occurring to his property on June 7, 2022. On February 20, 2023, a third-party company completed an inspection of the residence. On April 26, 2023, after review of the inspection results, we completed an estimate, and issued payment to Mr. ******* accordingly. A partial denial was also issued for the back slope of the roof due to damage related to wear and tear.
On July 6, 2023, we reviewed Mr. ********s supplement for a full roof replacement. We advised Mr. ******* and his contractor; we were maintaining our position regarding the partial denial for the back slope of the roof.
Due to Mr. ********s ongoing concerns about our evaluation, we requested an inspection by an Engineer. On July 19, 2023, ***** Engineering inspected the roof of the property belonging to Mr. *******, which is effectively separate from the roof for the adjoining property. Thus, ***** Engineering did not comment about the condition of the adjoining roof as we do not insure said residence. On August 21, 2023, we reviewed the results of the Engineer’s inspection and advised Mr. ******* our coverage determination remained unchanged.
Regarding the Nebraska matching language, only the front slope of the roof suffered a direct physical loss per our evaluation. We have covered the replacement of the full slope to conform with a reasonably uniform appearance to the affected "area." Thus, it is our position our coverage determination is correct per state and policy guidelines. Regarding consequential damages, this remains to be seen as it is our understanding the front slope has yet to be replaced.
Mr. ******* has retained the assistance of ***** Claims Inc. as of September 12, 2023. We spoke with Mr. ********s Public Adjuster, ***** *****, on September 20, 2023, and we discussed our coverage decision and the next steps if Mr. ******* wishes to initiate the appraisal process. We are now awaiting further communication from Mr. ******* and/or his Public Adjuster, ***** *****.
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 Relation Coordinator, ********* ****** at ###-###-#### or by email at *******@nationwide.com.
Sincerely,
**** ******
Specialist, Regulatory Solutions
Customer and Regulatory Solutions
Enclosure(s)
Customer response
10/13/2023
Good Morning,

I apologize for the late reply as I did not see the original email that the BBB sent me on Oct 3rd.

There is no where in the Nebraska State Law that states an insurance company only has to replace the damaged side of the roof when it comes to matching. If there is specific verbiage in the state law, I would like Nationwide to point this out. Otherwise, the Nebraska State matching law should force Nationwide to cover the entire roof.

010.01(B) When a loss requires replacement of items and the replacement items do not reasonably match in quality, color or size, the insurer shall replace all items in the area so as to conform to a reasonably uniform appearance. This applies to both interior and exterior losses. The insured shall not bear cost over any applicable deductible.

The shingles on my roof are discontinued and the manufacturer does not allow for mixing. Can Nationwide advise how I am supposed to repair the roof when mixing is not allowed? Having a mismatched roof will severely diminish the value of my home and not bring me to pre-loss status.

Nationwide and my adjuster *** ***** still have not acknowledged or determined the cause of the creased shingles on my roof. Can Nationwide please look at the attached photo of a creased shingle and tell me what the cause is? There are many loose shingles in the video below. How is it that the front slope of my home and both slopes of my attached neighbors home have wind damage, but somehow this back slope is not wind damaged?

(link redacted)

Nationwide needs to address where in state law they are allowed to not match both sides of the roof and determine a cause of the creased and loose shingles.

Respectfully, --
**** *******
###-###-####
Customer response
10/30/2023
Thank you for reviewing the case. My position is that full roof replacement is owed as this insurance claim is presented to Nationwide. This is due to several facts. I will spell them out below.
Primary Key Point #1 - The shingles are discontinued and cannot be mixed or matched. The shingles have been discontinued since 2015. I have attached the NTS report which provides documentation proving this. Below are some of the key points from the NTS report.
- The sample product size is no longer in production and is now made with a larger exposure. Due to both changes the manufacturer also went through a granule sourcing change in 2011. The manufacturer does not allow mixing of current shingle products with this older shingle product
- The sample product size is no longer in production and is now made with a larger exposure. Due to both changes the manufacturer also went through a granule sourcing change in 2011. The manufacturer does not allow mixing of current shingle products with this older shingle product.
Primary Key Point #2 - Nebraska has a matching law that requires insurance insurance companies to pay for a uniform appearance. No where in the law does it state that an insurance company is allowed to only replace one side of the roof. If Nationwide was to only replace one side of the roof, I would be left with severe diminished value of my home and the insurance would not bring me to pre loss conditions.
(link redacted)
- 010.01(B) When a loss requires replacement of items and the
replacement items do not reasonably match in quality, color or size,
the insurer shall replace all items in the area so as to conform to a
reasonably uniform appearance. This applies to both interior and
exterior losses. The insured shall not bear cost over any applicable
deductible.
- If the front slope is replaced but the back slope remains, how is a roofing contractor supposed to tie the front and rear slope together when mixing is not allowed?
It is my position that full roof replacement should be paid as it is presented due to the Nebraska State matching law alone.
Secondary Key Point: There is however more to this case. The rear slope of my roof is wind damaged, but Nationwide has refused to acknowledge the wind damage. The attached photo is on the rear slope of my home and is a photo of creased shingle. This crease is a dead give away for wind damage. Nationwide refused to acknowledge this damaged shingle because they know that if they pay for it, then they will 100% have to pay for the entire rear slope of the home as well and thus result in 100% roof replacement.
Nationwide has reissued a 2nd Engineer Report to address wind damage, but it only discusses wind damage on the front slope. This was also not a re-inspection. The engineer was just rehashing info from his original inspection in July. I have shared the photo of the creased shingle multiple times and asked Nationwide to identify the cause of the creased shingle. To date they have not addressed the creased shingle. I have attached a cope of the revised engineer report that Nationwide provided me last week. At the very least, I believe that it can be concluded that the engineer did not conduct an adequate inspection of the roof. The engineer needs to address the creased shingle that I have been pointing out to Nationwide for the last three months.
In conclusion, the roof claims is owed by Nationwide for 100% replacement at it is presented due to the Nebraska matching law primarily. Secondarily, the rear slope is damaged and Nationwide needs to acknowledge this creased/wind damaged shingle on the rear slope. Just one damaged shingle on the rear slope is enough that Nationwide will have to pay for the entire rear slope and thus full roof replacement since they have already paid for the front slope.
I am happy to answer any questions or elaborate further if needed.
Thank you for your assistance.
Respectfully
**** *******
Business response
11/03/2023
We are in receipt of your correspondence dated October 31, 2023, as it pertains to your file number referenced above, and the complaint submitted by **** *******.
After further review and careful consideration, we have decided to provide coverage for the full replacement of Mr. ********s roof. We spoke with Mr. ********s Public Adjuster on November 2, 2023, and advised him of our revised estimate and forthcoming payment.
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 *******@nationwide.com.
Sincerely,

**** ******
Specialist, Regulatory Solutions
Customer and Regulatory Solutions
Initial Complaint
09/01/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Insured: ****** C. ******, Owner: ****** B. ****** Policy # **********
Problem: 4/30/23 annual statement shows cash surrender value as of 4/1/23 of $17,192.36. This is a reduction from prior month of $468.80. Interest of some $28.00 was not applied. 4/23 cash surrender value should have been about $18,154.00.
My agent called mid April with no response. I have called four times. Twice I was given incorrect surrender values. I have written twice and received a response telling me the company is aware of the problem and this policy has been sent to the resolution department.
As of 8/31/23 i have received no response.
I am a retired 7 year employee and 23 year I.C. agent.
This lack of service is unacceptable and certainly does not support the company's motto of "Nationwide Is On Your Side"
I am expecting an expeditious resolution to this matter.
Business response
09/14/2023

Please accept this letter in response to your correspondence dated September 8, 2023, regarding the complaint you received from ****** ******. We trust you’ll find the following information helpful.

Policy details
Owner: ****** ******
Insured: ****** ******
Policy number(s): **********
Complaint ID: ********
Information you need to know

Unfortunately, we’re experiencing a system issue which caused the annual statement to show incorrect values. We sincerely apologize for any confusion or inconvenience this caused and for the delay in generating a corrected statement. Please be assured this error isn't part of our normal business processing and we'll do everything in our power to ensure this doesn't reoccur.

A corrected annual statement has been generated and is being sent to ****** ******.

We’re here to help

If you have any further questions or need additional information, please feel free to contact me directly at ###-###-#### or by emailing **********************

Sincerely,
****** *****
Regulatory Complaint Coordinator
Nationwide Life Insurance Company
Customer response
09/20/2023
The corrected annual statement received on 9/18/23 is acceptable. it's a shame it took 4 phone calls and two letters to Nationwide without acceptable response. Only through the BBB efforts did I get an acceptable response in a timely manner. Thank you BBB.
I accept the business's response to resolve this complaint.
Regards,

****** ******
Initial Complaint
08/19/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As of 8/19/2023, Nationwide Insurance Company has failed to take reasonable and appropriate action to address the report of damage to my home. On 8/05/2023, I filed a claim. It's nearly three weeks later and NO ACTION has been taken by Nationwide to assess the damage or settle the claim. The matter was assigned to a claims office located 250 miles away from my residence. The claims representative was reassigned 'twice,' and after waiting nearly 3 weeks to coordinate an inspection, the Nationwide inspector did not show up to my home to assess the damage at the scheduled time of our appointment.
********** ** ****** *** ******* ********** * ****** ***** *************************************** **** *** ** ******* *** ***** ****
Good afternoon BBB Representative,
I would like to provide additional facts, photos, and supporting documentation to assist the BBB in its investigation of this complaint against Nationwide insurance company (Claim #*********). To date, Nationwide has not made a determination on this claim.
Please note the following:
1. Most critically, as of today my Family and I have had no capacity to shower or bath in our home for nearly a month and still do not. Drywall, tile, floors, and cabinets have been removed and plumbing is exposed throughout my home on every level from the top floor to the basement.
2. The date of this incident was August 4. A claim was filed with Nationwide Property & Casualty on August 5, 2023 (Claim #*********).
3. Nearly three weeks passed after the incident report date before the assigned claims representative made initial contact with me.
4. I was very concerned about the lack of communication from the claims representative. I made several attempts to reach her by phone and email; and I attempted to communicate with her supervisor (both to no avail). I reached out to Nationwide’s internal customer complaints office and was assigned case# *******
5. Both a plumber who I called to address the water I observed pouring from the ceiling of my basement and a water remediation company ********* ***** ******) called in to determine if additional water behind walls was present, assessed the damage. ******** ***** ****** company confirmed water presence beneath the walls on every level of my home, documented their observations, and provided a listing of the demolition work that needed to be performed to remediate the problems. This listing was provided to Nationwide by both the remediation company and by me.*******************
6. A Nationwide inspector came to my house on two separate occasions. As of September 1, no inspection report of findings had been received according to the claims representative **** ******** ***** *** **********
7. The claims representative advised that I would need to submit a 'new claim' to address the 'other areas of water damage' in my home. Again, both the remediation company and I provided details of the extent of the damage and the work needed to remediate ALL areas of water presence. However, it seems that the claims representative narrowly focused the claim to a kitchen pipe leak.
8. On September 1, I attempted to submit a new claim as advised by the claims representative, but the online claims system did not allow me to proceed (due to the date of the incident already having an associated claim). I called Nationwide Claims 1-800 customer service to initiate a new claim and was questioned extensively by the phone representative about 'why was I wanting to file a new claim involving the same incident?' This conversation led to me being redirected to the Nationwide Customer Complaints office where I already have an open case #******* associated with all the problems I’ve been experiencing to date and for which I’ve reached out to the BBB for assistance.
Business response
09/11/2023
This letter is in response to the inquiry filed with your office by complainant, ********* ******. We appreciate the opportunity to review the complaint and would like to address her concerns.
This loss is reported to have occurred on August 4, 2023, for water damage to our insured, ********* ******* home. The claim was reported the following day. The claim was reported for water dripping from the ceiling of her basement. The property was inspected, and the water damage was found to be leaking from a pipe in her kitchen. A water mitigation company completed an inspection and found water was also leaking in other areas of her home with one area being a hallway bathroom and the other being her master bathroom.
Based on our investigation, the water leaking from pipes in the bathrooms was not found to be related to the leak in the kitchen. Ms. ****** was advised a separate claim would need to be filed for each additional leak. Our assessment of this claim for the damage found to the basement has been completed. An estimate for water mitigation and repairs for damage caused by this loss has been completed and payment was issued on September 5, 2023. Alternative living arrangements were not found to be warranted for the referenced claim.
Subsequent claims have been filed for the other areas of damage in Ms. ******’ home. She has been advised the claim repairs and water mitigation for the other areas of her home, along with alternative living arrangements can be reviewed further under the subsequent claims. Once coverage and damages investigations have been completed under those claims, we will provide Ms. ****** with an update. We stand ready to assist Ms. ****** with the resolution of her claims.
We regret to hear our service did not meet Ms. ******’ expectations. We take customer service very seriously and continuously strive to improve our service.
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 Relation Coordinator,********* ********, at ###-###-#### or by email at **********************
Sincerely,
*** ****
Claims Specialist, Customer and Regulatory Solutions
Customer response
09/13/2023
currently, there are two new outstanding claims stemming from the 'original report' of water damage to my home. I request that this BBB complaint remain open pending settlement of all claims resolution, which results in 'full coverage and complete repair' of ALL demolished areas within my home associated with the water damage I reported to Nationwide Property & Casualty Insurance company on August 5, 2023).
Regards,

********* ******
Business response
10/11/2023
This letter is in follow-up to the correspondence received on October 9, 2023.
********* ****** has expressed concerns with payment for damages for the referenced claim along with reimbursement for alternative living expenses. A settlement payment for damages was issued on October 6, 2023. Ms. ****** was provided with an update the same day.
Regarding alternative living expenses: We have received additional documentation from Ms. ****** relative to her claim for alternative living expenses. We are in the process of reviewing the documentation for consideration and will follow up with Ms. ****** once the review has been completed.
Thank you for the opportunity to address Ms. ******'s concerns and we stand ready to assist her with the resolution of her claim.
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 Relation Coordinator, ******** ********, at ###-###-#### or by email at ***********************
Sincerely,
*** ****
Claims Specialist, Customer and Regulatory Solutions
Customer response
10/11/2023
Please refer to my October 9th statement, which remains the basis for rejecting Nationwide's response. Only if/until Nationwide FULLY settles all claims, provides allowances, and reimburses me for ALE allowed under policy, will I consent to closure of this BBB complaint.
Initial Complaint
08/10/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***********************
We never received a 1 month letter OR a 10 yr income benefit. In July 2012 **** & I were both finally retired. Our financial adv got us a contract with Nationwide (is on your side) for 10 yr @ 10%. He said 1 mo before 72-2022, we would get a letter luting us know the contract would lapse.
Well, we never got a letter. When I did call about it, we were only given the 20 yr income opt. **** would be 98.
There would've been no more growth either. He decided to pull out the $118,921 that was the market value & reinvest in CD's. So the $195,665 left that was on cr Q statement for 10 yrs, would only have been dispensed over a 20 yr period. That's too long to wait for our own money!

Business response
08/22/2023
Dear ********* **********,

Please accept the attached letter in response to your correspondence dated August 18, 2023. We regret this situation and hope you find the following information helpful.
We’re here to help
If you have any further questions or concerns, please feel free to contact me via telephone at ###-###-####, or via email at **********************
Sincerely,
***** ****
Specialist, Customer Regulatory Solutions
Nationwide Life Insurance Company
Dear ********* **********,
Please accept this letter in response to your correspondence dated August 18, 2023. We regret this situation and hope you find the following information helpful.
Complaint details
BBB Complaint id: ********
Important information
We received the member’s concerns regarding their Nationwide annuity and opened a formal complaint case to research this matter.
What to expect
We contacted our members to discuss their concerns and will do our best to ensure a timely review of this complaint case. We’ll update our members on the progress of this case, and once our review is complete, we’ll send them a written response with our findings.
We’re here to help
If you have any further questions or concerns, please feel free to contact me via telephone at ###-###-####, or via email at **********************
Sincerely,

***** ****
Specialist, Customer Regulatory Solutions
Nationwide Life Insurance Company
Customer response
09/18/2023
****************
Dear *********
Please do not close this complaint. (#********)
We received your 1st letter dated 9-5 on Thur 9-7. So NOTHING has happened. There's been no response via mail or phone from Nationwide.
On Sat 9-9 we got your letter from 9-7 saying you're closing our complaint. I will let you know when & how they decide to settle this. In the meantime we could've invested in a C.D. or Gov bonds with the 1st annual check of $6,647 over the next 10 yrs that we requested.
They had our $100k for 10 yrs to use. Now were asking for the $ they guaranteed us.
The *** ************ ** ********* said theses matters could take wks or months. So we're not hold our breath until a decision is made. He said it could result in hiring an attorney.
Sincerely,
******* *****
**** *** ****** ** **** ** *****
Customer response
09/19/2023
******************
Dear *********:
I put a reply letter in the mail this morning letting you know that there hasn't been a resolution yet for the case # ******** concerning Nationwide.
This aft. I got a phone call from the *** *** ************. He has investigated the annuity contract & contacted the brokerage co that sold it.
Now Nationwide doesn't have annuities like that anymore & the brokerage co only sells them if a client requests a retirement income.
So it boils down to a miscommunication & a misunderstanding of the $ invested for 10 yrs @ 10%. That wasn't interest it was an an income benefit spread out over 20 yrs. That's not the way it was sold to us.
I told him we're doing a lot of advertising for Nationwide & annuities. So long story short we're screwed. They never sent a letter before it lapsed & didn't give us a 10 yr option.
The ins comm talks people out of annuities & universal ins policies.
Thanks for your help.
***** & **** *****

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