Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  For more than 2 years now Nationwide, their Pet Insurance org in particular, have been wildly unreliable and damaging. I just recently found out through my own diligence that my policy was not renewed again, for the 2nd year in a row.

  They claim they sent me something, but I have no record of anything and considering the disaster they put me through for the ********* policy renewal, you'd think they would've followed through with a better experience to protect my pet.Currently I have no pet insurance and Nationwide simply does not care.

  They refuse to do what's right and restore the policy WHICH I'M PAYING FOR and have always paid in full. This is a disgusting display of negligence and an irresponsible level of callous negligence towards a responsible pet owner.

  I called multiple times, got some of the worst **** I could imagine and supervisor who was more interested in hanging up then doing the right thing and the condescending and dismissive tone was definitely not something that was appropriate and eventually got me into a place where I didn't want to get to.

  I don't know what happened with this company, but they are a complete trainwreckck.

  

  Business response

  01/14/2025

  ******************* 

  We are in receipt of your letter dated January 8, 2025 requesting information regarding the  above complaint. Mr. ******* is requesting reinstatement of the above referenced (expired)  policy.  

  Mr. ******* had the ***** Medical Plan with a $100.00 annual deductible and the Pet Wellness  Plus rider for his dog ******. The policy was set up for annual full pay which means the  insured is required to contact Nationwide to make the renewal payment in order for the policy to  renew. For the policy term effective October 24, 2024, no renewal payment was received from  the insured and the policy expired.  

  A renewal notice was issued on August 20, 2024 which advised that the insured would need to  contact Nationwide by October 14, 2024 to make the renewal payment. The notice also advised  that the policy would expire on October 24, 2024.  

  Mr. ******* contacted Nationwide on December 23, 2024 and requested to reinstate the policy.  Our representatives advised him that reinstatement was not an option due to the amount of time  since the policy had expired.  

  Upon review of the policy, there was appropriate notice of policy renewal. The notice outlined  the action required, and the timeline the insured had to complete payment. We are not able to  ***** reinstatement of the policy, given the length of time since it lapsed, and the appropriate  notice 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 Relations Coordinator, ******* *******, at ************* or by email at ************************************************************.  

  Sincerely,  

  ******* ********  

  Member Services Director 

  
  

  Customer response

  01/15/2025

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

  Let's be very clear, there is "I can't" or "we can't" or "we couldn't," that's an outright lie and it's been proven.  I never received anything from them and I've asked them in the past to make sure everything is correct and that I would get emails.  Why in 2024 they would continue to send snail mail when email and text notifications are available is beyond incompetent.  Again, nothing special or magical was being asked, I asked for a heads up and for what happened the previous year to not be repeated and was assured that they would make every attempt to communicate if something would happen on renewal, but here we are and my pet is not insured, I've been lied to, and the company refuses to do anything with a loyal customer.  It's beyond words, it's disgraceful.

   Regards,

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

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A saleswoman, *** ******** from ****** sold me a Nationwide annuity on February 2022. I have been trying for two years to get my money back from it from other sources without help. I did not have the liquid assets to afford this fixed annuity. She sold it to me without doing her fiduciary responsibility in asking the pertinent questions to determine my eligibility. I have now am only able to live on a dividend that I receive from Nationwide. It is only $1, ****** a month.

  

  Business response

  12/30/2024

  *********************             

  
  

  Our findings

  We received notice of ***** ******** concerns from her directly on December 16, 2022. We contacted the selling broker-dealer, ****** ********, for additional information after making our initial review. Based on the information they provided and the Stifel Annuity Purchase Acknowledgement Letter ***** ******* signed with them on February 28, 2022, she was required to receive these funds through a single premium immediate annuity using a Single Life with Cash Refund payment option with no liquidity. Page 3 of the document provided she was receiving these funds from her deceased fathers trust, which stipulated the requirements for her to receive the money. 

  
  

  Additionally, ***** ******* received and signed her contract package on March 9, 2022. The contract package outlined her freelook period of 30 days from receipt, and to return the contract if she were unhappy with it to receive a full refund. Since this period has ended, it would violate her contract terms and potentially be considered discriminatory action if we offered the option to make changes to her annuity.  

  
  

  Since we received ***** ******** original request, she has also filed her concerns with the State of California Department of Insurance **************** and Market Conduct Branch. We provided a full response to the state of California on March 27, 2023 and April 11, 2023. We also communicated our findings to Ms. ******* on February 23, 2023, February 27, 2023, March 3, 2023, June 17, 2024, and June 24, 2024.

  
  

  Next steps

  We sincerely empathize with ***** ******** concerns; however, we stand by our findings and multiple communications we have provided her with supporting documentation. We are unable to honor her request and consider this letter our final response to her concerns.

  
  

  Nationwide Life Insurance Company and/or Nationwide Life and Annuity Insurance Company, *********************** P.O. ****************************** Life Insurance and Annuities are issued by Nationwide Life Insurance Company and/or Nationwide Life and Annuity 

   

  For help when you need it

  
  

  If you have any further questions or concerns, please feel free to contact me directly at **************, option *, extension *******.

  
  

  Sincerely, ***** ***       

  Annuity Regulatory Resolution Coordinator       

   

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

  
  

  Customer response

  01/14/2025

  The company's application for selling annuities to someone is fraudulent. I was not asked the questions to determine whether I economically qualified for this annuity. I did not. I am not able to live on the annuity amount of $1, ******.  I would not have signed the contract if I knew that I would be in a economic destitute state.
  
  Regards,
  
  ***** *******

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good morning, Policy Number: 7204UP002012 Claim Number: 227815-GP Contact Case information:**** ***** ************************************* ************ ********************************** My rental house had water clicking in 2023. **** ***** (he is from the insurance take care my case). He sent people to find the click. These people removed my kitchen and a lot of areas in my house. I have paid more than $50,000 to prepare and $2,400 for moving and the pod to store the stuff for prepare but he paid me more than $13,000 only. I have tried to contact him so many times but in the last his email were Aug 8, 2024.

  

  Business response

  12/09/2024

  ****************************************************************************************************
  1:40 PM (1 hour ago)
  to disputeresolution
  
  
  
  Better Business Bureau Of *************
  **************
  ******************-2540
  
  
  
  December 9, 2024
  
  
  Nationwide OCR Ref #: 3633651
  BBB File #: 22586696
  Complainant Name: ******* Do
  
  Dear Better Business Bureau Of *************:
  
  Due to the authorization form not being received, we will address this case directly with the complainant.
  
  Sincerely,
  
  ****** *********
  Nationwide Mutual Insurance Company
  Customer Relations Coordinator
  **************
  

  
  

  Customer response

  12/15/2024

  Good morning, 

  I just sent the form with my signature. Please continue my complaint. 

  Customer response

  12/16/2024

  From: ******* Do <*****************************>
  Date: Sun, Dec 15, 2024 at 9:35 PM
  Subject: 22586696
  To: <**********************************************************************************************>
  
  
  Good evening,
  I missed your email. Please see attached with my signature. I would want to continue the complaint. Please dont close it.
  Very appropriate for your understanding
  

  
  

  

  Business response

  12/19/2024

  December 19, 2024

  
  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ************************************************************************-1005

  BBB Complaint #: 22586696
  Complainant Name: ******* **
  Named Insured: ******* ** & **** ***** ******
  Policy #: 7204UP002012
  Claim #: 227815-GP Company Name: Nationwide Mutual Insurance Company
  OCR Ref #: 3633651

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

  
  We are in receipt of your correspondence dated December 16, 2024, regarding the above-noted file for ******* ** with the requested Signed Authorization Form provided. We appreciate the opportunity to review and address her concerns.

  
  The claim in question was reported to Nationwide Mutual Insurance Company (hereinafter, Nationwide) on November 16, 2023, for water damage at the dwelling. We first spoke with ******* ** on November 16, 2023, and discussed the loss details and damages. The claims process was explained, and it was agreed that Nationwide would hire an independent vendor to inspect the property and perform a leak detection.

  
  Based on the initial inspection findings, additional investigation was needed.

  On February 14, 2024, we finalized our coverage investigation and issued payments of $13,235.48, $3,013.00, $6,904.05, $7,767.63, $6,787.36, and $1,850.00 to the insureds for the actual cash value of all undisputed covered damages, less the $1,500.00 applicable policy deductible. Letters explaining the depreciation process and partial denial of coverage for the pipe within the slab were also sent on this day.

  
  After the initial payments were issued, Nationwide received a supplemental request from Ms. ** for the amount lost in rent due to the loss. On March 29, 2024, a payment of $13,800.00 was issued to the insured under the Loss of Rental Value Coverage.

  
  Following the supplemental payment, Nationwide received a request from Ms. **s contractor, *********************************, to increase our pricing for the same repair scope. In response, we requested additional documentation to support the significant difference. Despite continued efforts to obtain the necessary information, on December 12, 2024, an assignment was made to Classic Restoration Lake Forest, a contractor within Nationwides Property Repair Network, to reinspect and address the supplemental items and cost differences.

  
  Upon receiving and reviewing the findings from the reinspection, Nationwide will follow up directly with Ms. **. We regret any delays that occurred after the supplemental request was received. 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 Relations Coordinator, ****** *********, direct at ************ or by email at ************************************************************.

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

  Customer response

  12/19/2024

  Good afternoon,

  Nationwide reached out to me and working on. I dont know the results yet. 

  Customer response

  12/20/2024

  Thanks for your updating. 

  Customer response

  12/27/2024

  Hi, I will open other complaint

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Due to an auto accident at no fault under uninsured motorist claim on 4/10/2024 we had to relinquish our 2021 Cadillac Escalade to ******* ********* in Roanoke, Va. through Nationwide blue ribbon auto service.

  In the original estimate parts were left off of estimate and body work and paint cost "capped" to not reflect true cost of repair to keep cost of total loss down for repairability. Once approved, items added and labor began to exceed original quote cost not reflecting true total loss in avoidance of paying for new car replacement. This has been admitted by nationwide corporate that they do not want to honor coverage we pay for and have manipulated the process to avoid.

  While we have been told the vehicle is ready, as it has continued to be sub-standard when we have been promised it will be as new the day of accident which has always been a lie. We have continued to be patient and understanding while being manipulated and lied to by both parties. Bad faith and bad business practices for over 7 months we have dealt with, 2 entity's with no one from our insurance company ever physically seeing us or our vehicle. Wanting us to take photos for them, and then letting the body shop maintain the interest of the bottom line for nationwide while we continue the struggle for the return of our property in its rightful condition.

  

  Business response

  11/27/2024

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

  Thank you for your inquiry regarding ****** *******' complaint. We have reviewed the claim and appreciate the opportunity to address his concerns.

  This claim, under a ******** ******** Auto policy, was reported to Nationwide on April 10, 2024.  The insured chose ******* ********* from our On Your Side (OYS) repair network due to the additional rental car benefits. However, dissatisfaction arose due to repair delays and quality concerns.

  On April 19, 2024, ****** ******* expressed dissatisfaction with the repair timelines and the quality of work at ******* *********. She was particularly concerned about the estimated repair time of two to three weeks and the scope of repairs to a damaged wheel. Despite these concerns, the insured decided to proceed with ******* ********* due, in part, to the extended rental benefits offered.

  By May 3, 2024, frame damage was confirmed, and repairs proceeded.  On May 7, 2024, we were informed that some parts were on national backorder, but alternative parts were located, allowing repairs to continue. Throughout this period, we maintained regular communication with the insured, providing updates on the repair status.

  On July 16, 2024, repairs were still ongoing, and the insured expressed frustrations with the prolonged timeline. We assured them that all efforts were being made to complete the repairs correctly. By September 6, 2024, Ms. ******* raised concerns about the paint quality, which she felt was not up to standard. This issue was escalated to the Regional Manager and General Manager at ******* *********.

  On October 2, 2024, Mr. and Mrs. ******* refused to accept the vehicle due to multiple issues, including paint defects, scratches, and concerns about the overall quality of the repairs. We coordinated with ******* ********* to address these concerns.

  Despite these efforts, on November 21, 2024, the final repairs were completed, but the vehicle was rejected again due to repair issues such as compound residue, overspray, and undercoating on the exhaust pipe. We advised ******* ********* to clean up these issues and attempt another delivery. As Mr. and Mrs. ******* still declined to accept the vehicle, we will attempt to facilitate outstanding repair concerns through a different repair center of their choosing.   

  Throughout this process, both Nationwide management and upper management at ******* ********* have been actively involved to ensure the repairs meet the highest standards and address all concerns raised by Mr. and Mrs. Meadows. We stand ready to assist Mr. and Mrs. ******* towards the resolution of their claim. 

   If you require further assistance, please contact ****** ********, at ###-###-#### or by email at **********************. 

  Sincerely,

  *** ****

  Claims Specialist, Customer and Regulatory Solutions 

  Customer response

  12/02/2024

  I do not agree.   What alternative parts?  Aftermarket parts?  OEM parts should only apply to this vehicle and policy and I was not aware of any substitutes.  
  
  Regards,
  
  ****** *******

  

  Business response

  12/09/2024

  This letter is in response to the recent inquiry that we received regarding ****** *******' complaint. Our Claims Leadership has reviewed the situation and made the determination that the insured vehicle will be considered a total loss. Therefore, the concerns with OEM parts will no longer be an issue.  Nationwide contacted the policyholder, ****** *******, on December 4, 2024, and informed her of our decision and will work with her regarding the settlement of the claim.
  
  If you require further assistance, please contact ****** ********, at ###-###-#### or by email at **********************. 
  
  Sincerely,
  ****** ******
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions
  
  

  Customer response

  12/11/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  11/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a water leak from a snow storm in the winter. My neighbor had their roof replaced due to this so I contacted Nationwide. They sent an adjuster out. He took pictures and reported my roof had wind damage and needs to be fixed. My roof tile is no longer made so they will have to replace the whole roof per Tennessee law. Nationwide called and said they needed another adjuster to look at my roof, but did not send me a copy of the 1st adjuster's opinion. The second adjuster came from *******. He wrote that the roof is old and just needs replacing. No wind damage.

  So I asked to see the 1st *********** report and was told no. I called and threatened and they sent the report where it says wind damage. So I told them I did not accept the 2nd report. They told me that was their final decision and the case was closed. Then they sent a letter stating that if I did not replace the roof in the next ******************************

  I have had their insurance since i built the house exactly 20 years ago with only one small claim 10 years ago. So I hired a public adjuster. He inspected and photographed 53 tiles that were torn , folded/bent or missing. We sent that report to Nationwide over a month ago and the adjuster said he would contact his manager about it and we have written 4 times with no response.

  808275-GP is the case which Nationwide says is closed. They offered to fix the ceiling damage, but no money toward the roof. My house has about ****** square feet of roof and the roofers say about $100,000 to replace. Nationwide offered less than my deductible to fix the garage ceiling. I believe our annual insurance is $5800 for the house

  

  Business response

  12/03/2024

  ****************************************************************************************************
  Mon, Dec 2, 11:33 AM (20 hours ago)
  to disputeresolution
  
  
  
  Better Business Bureau Of *************
  **************
  ******************-2540
  
  
  
  December 2, 2024
  
  
  Nationwide OCR Ref #: 3632641
  BBB File #: 22566033
  Complainant Name: ***** *******
  
  Dear Better Business Bureau Of *************:
  
  Due to the authorization form not being received, we will address this case directly with the complainant.
  
  Sincerely,
  
  ****** ********
  Nationwide Insurance Company of America
  Customer Relations Coordinator
  **************

  Customer response

  12/03/2024

  The company continues to say that they believe their second adjuster instead of the first one which they had also hired. They do not say what caused them to doubt their first choice other than that he stated there was wind damage. The 2nd adjuster stated there was no wind during the months of April or May in 2024. I went to weather underground which tracks weather in our area. The day of the snowstorm, they recorded 84 mph winds.Their adjuster did not look at January which I had mentioned to him the 7 inches of snow that occurred in that storm which caused our neighbors to get damage of their wood floors. It was when they started getting repairs in April that we checked our ceiling in the garage and saw the damage in the far corner which prompted the claim.
  
  Apparently, I did not sign something on the website when I filed this with the BBB and they did not contact me to tell me so. They are denying the filing because of that. Note the wind speed at the bottom of the chart.

  Customer response

  12/03/2024

  Authorization for Release of Information Complaint #********
  
  ***** ******* <*********************> 8:50 AM (41 minutes ago) to info
  
  Where do I find this form so that I can fill it out? I was not contacted or told that I needed this and now my complaint has been denied due to its lack of this form.
  
  ***** ******* OD
  
  ******* | Chairman
  
  | ********************* | O: ************** | C: **************

  Customer response

  12/03/2024

  
  ***** ******* <*********************>
  Attachments
  12:20 PM (2 hours ago)
  to disputeresolution
  
  
  ***** ******* OD
  
  ******* | Chairman
  
  | ********************* | O: ************** | C: **************
  
   ******* is a Division of ******************************
  
  **********************

  

  Business response

  12/06/2024

   

  December 6, 2024  

  ********* McLaughlin  

  Dispute Resolution Team  

  Better Business Bureau Serving Central Ohio  

  *********************; 

  ********* OH 43215-1005  

  BBB Complaint # ********  

  Complainant Name: ***** ************* 

  Policy #: 6341HR003243  

  Claim #: 808275-GP  

  Company Name: Nationwide Insurance Company of America  

  OCR Ref #: 3632641  

  Dear ********* **********:  

  We are in receipt of your correspondence as it pertains to your file number referenced above,  and the concerns submitted by ***** ******** We appreciate the opportunity to review and  address this matter.  

  On June 24, 2024, a claim was filed under Mr. ******* Nationwide Insurance Company of  America (hereinafter Nationwide) policy for potential storm related roof damages occurring to  his residence on May 15, 2024. On June 28, 2024, a third-party company completed an  inspection of the residence. One wind damage shingle was noted on the back slope of the roof.  To further assist our evaluation of the loss, an engineer was engaged for the purpose of  identifying the nature of the roof damage, including the source of water intrusion into the interior  of the residence.  

  On July 10, 2024, the residence was inspected by the engineer. We received the report on July  15, 2024, and communicated the findings to Mr. ******** The engineer verified the interior  water damages but found no wind or hail related roof damages. We completed an estimate for  the interior damages; however, the amount of the estimate was less than Mr. ************* deductible. Additionally, a partial denial letter was issued due to wear, tear, and deterioration of  roof along with areas of previously applied sealant. Copies of the inspection reports were  shared with Mr. ******** and we have offered to review any additional documentation he  wishes to provide.  

  On behalf of Nationwide, we regret the service Mr. ******* received did not meet his  expectations. While we understand this is not the outcome he had hoped for, the determination  is consistent with the findings of the investigation and the application of the policy provisions.  

  If you require further assistance, please contact ****** ********* at ************ or by email  at ************************************************************* 

  Office of Customer Relations | One ********************** Plaza, 3-04-101 | ******************-2220  

  

  Sincerely,  

  **** Fitzer  

    

  **** Fitzer  

  Specialist, Regulatory Solutions  

  Customer and Regulatory Solutions 

  
  

  Customer response

  12/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22566033
  
  I am rejecting this response because: I have attached my response with photos. I am asking for mediation since our policy states Nationwide covers us for wind damage and their first ********* said there was wind damage. They will not let us talk to that *********. He said in his report that he based his opinion on no reports of wind in April or May. The storm which did the damage was in January. The local weather says on their website that we had 84mph wind. Our home is on a point surrounded by water where winds tend to even be greater.
  
  Regards,
  
  ***** *******, **

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the cat insurance through Nationwide. It advertised as they covered sickness like vomiting and diarrhea including coverage for X-rays, MRIs, medications, surgeries and more. and that was the reason I chose them. However, when I brought my cat to the vet and the vet applied a lot of exams to find the reason. The vet believed it should be cause by parasite and gave me treatment for parasite, the medication to stop vomiting and other antibiotics. It spent $1682.33 for everything in the vet clinic and the insurance only paid me $79.35. Their explanation is that they did not cover preventive treatment for parasite. Their explanation did not make sense. I sent my cat to the vet because it was sick. It couldn't stop vomiting and diarrhea, and that was what Nationwide put on their website that their insurance would cover. Their website is misleading.

  Customer response

  11/07/2024

  Those are the receipts of treatment from the animal hospital for this claim.

  Customer response

  11/08/2024

  
  ****** **** <****************************************>
  Attachments
  Thu, Nov 7, 11:44 PM (8 hours ago)
  to disputeresolution
  
  
  
  
  
  ****** ****

  

  Business response

  11/14/2024

  
  November 14, 2024
  
  
  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:       22475404       
  Complainant Name:    ****** Chen  
  Policy #:                      F-810107
  Claim #:                       *************,*************
  Company Name:        Veterinary Pet Insurance Company
  OCR Ref #:                 3629964
  
  
  Dear ********* **********:
  
  We are in receipt of your correspondence regarding the above-noted file. In her complaint, Ms. **** is requesting coverage for the above referenced claims.
  Ms. **** has the ***** Medical Plan with the Pet Wellness Plus rider with a $250.00 annual deductible for her cat HuiHui. We received claim ************* and ************* on September *******, for the treatment of internal parasites. The claims were processed on October 2, 2024. Please see below for a summary of claim handling:
  Claim *************: Processed with $25.00 reimbursement issued under the wellness rider for ***** testing.
  Claim *************: Processed with $54.35 reimbursement issued under the wellness rider for the physical exam and deworming.
  
  Upon review of Ms. ***** complaint, we contacted ******* provider to request medical records in order to complete a claim review. No response has been received as of the date of this letter. Once we receive medical records for treatment dates September 17, 2024, to present, a review can be completed.
  If there are questions or if you require future assistance,please contact our Customer Relations Coordinator, ****** ******** at ************ or by email at ************************************************************.
  

  Sincerely,
  ******* ******
  ******* ******
  Claims Director
  
  

  
  

  Customer response

  11/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22475404
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My auto insurance is auto pay. $132.04 was withdrew on 10/15/2024. I traded auto on a new one and switched insurance companies effective 10/23/2024. I have left numerous vm messages & email with agent but get no replies. I contacted Nationwide online because I keep getting transferred to the agent even when I call Nationwide direct. As you can see from email their response to my online contact with them they again say to contact agent direct. I am requesting a prorated refund for the month please. Thank you

  Customer response

  10/29/2024

  
  '***** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  9:27 AM (43 minutes ago)
  to disputeresolution
  
  
  Written authorization attached

  

  Business response

  11/01/2024

  Good morning *** *********** 

  Thank you for your recent correspondence.  I have attached our response for review. 

  Thank you,

  ******* 

  November 1, 2024

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

  Better Business Bureau Serving ************

  ********************************************************************************;

  BBB Complaint #: ********

  Complainant Name: ******** ******

  Policy #:   5837J 443826

  Company Name:  OCR

  Ref #:  Nationwide General Insurance Company *****

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

  We are in receipt of your correspondence dated October 29, 2024, as it pertains to your file number above and the inquiry submitted by ******** ****** regarding personal Auto policy 5837J 443826. 

  *** ******** agent, ***** James ******** requested the first right to service all their customer's files, including having cancellation conversations. This allows the independent agent to best retain the relationship that they have with their clients and best service their clients' needs.

  When a customer calls into our external ************** phone number, the *** reviews the agency preference and transfers the customer either to the ************** or to the agency office for assistance. After the first 24 hours of the initial phone call, if the insured calls back into the external ************** phone number after first being routed to the agency, the *** recognizes the returned phone call and places the caller in touch with the *************** The *** advises our associates that this is a returned phone call and to assist the caller.

  When a customer uses the 'contact us' feature on our website, and the agency preference is the first right of service, the customer will also be referred to their ********************** office for assistance, unless there is documentation of a previous contact and transfer to the agency. 

  Our company contacted *** ******** agency but did not receive a response back. Notwithstanding, our company has processed the cancellation of *** ******** Auto policy effective October 23, 2024. A refund of $50.00 has been issued to *** ******* When an eligible refund is issued, an email offering an electronic refund is sent to the email address on file. If the customer accepts the offer, the refund is deposited electronically into their chosen bank account. A refund check is mailed if the offer is declined or not accepted within 7 calendar days.

  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  

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22477069
  
  I am rejecting this response because:  on 10/15 Nationwide withdrew $130 auto payment for the month.  I cancelled coverage on 10/23 when I traded that vehicle & insured new one with another company.  I do not feel a refund of $50 of the $130 is sufficient when the vehicle was only insured for 8 days.  
  
  Regards,
  
  ******** ******

  

  Business response

  11/04/2024

  November 4, 2024

  
  ********* **********
  Better Business Bureau Serving ************
  ****************
  ******************-1005

  
  BBB Complaint #: 22477069
  Complainant Name: ******** ******
  Policy #: 5837J443826
  Company Name: Nationwide General Insurance Company
  OCR Ref #: 23760

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

  
  This letter is in response to the additional inquiry by ************************************** made monthly payments, her coverage was not month to month. Auto policy 5837J443826 was an annual policy, originally with a term effective from May 5, 2024, through May 5, 2025, with a term premium of $1,523.03, to be billed in monthly installments (plus applicable installment fees) over 12 months with a due date of the 15th of each month.

  
  The auto cancellation took effect on October 23, 2024, providing *** ****** with 171 days of coverage, which equates to $698.81 in premium. $18.00 in installment fees were assessed, for each billed month (May through October). *** ****** owed $716.81 total for coverage from May 5, 2024, to October 23, 2024. *** ****** made six payments toward her policy, totaling $766.81, or $50.00 more than the premium owed for coverage provided. Therefore, we issued a $50.00 refund to *** ******.

  
  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

  Customer response

  11/05/2024

  [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

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/11/24 I called the company to make a one time payment to pay off the loan balance of my life insurance policy, using my bank account info.

  On 9/23 I contacted the company again as the funds never came out of my account. They said the person on their side processed it incorrectly and it never would come out. My policy had been closed, by my choice, so they said to pay the new company. I stayed that wasnt an option and they escalated the issue.

  On 9/24 the full amount was withdrawn from my account ($35,300.15). A *** from the company called me back to say they were able to push through the payment, my policy was closed and I was all set.

  Then, on 10/17/24 nationwide again attempted to withdraw $35,300.15 out of my account. They attempted withdrawing the full amount on 10/17 and 10/18. I had multiple payments bounce back, received multiples non sufficient funds fees, and had to go to the bank in person and pay for a stop payment to be placed on nationwide. I called nationwide the morning of 10/17 and they stated they would escalate it and Id hear back that day or the next morning.

  I called again on 10/18 and received the name and contact info of the person who was handling the issue. I have emailed, called and left multiple voicemails for this person with no response back. I have called customer service back asking them to escalate this to their manager and they said thats not something they can do. I explained via voicemail I need to have a conversation with someone to see why this happened, as well as an encrypted email to send copies of my bank statement too, and still hasnt heard back.

  It has been 4 full business days with no contact back.

  

  Business response

  11/07/2024

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

  Better Business Bureau Servicing ************

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

  ********, ** *****

  Thank you for  the opportunity  to assist  Issued by Nationwide Life and Annuity Insurance Company, *********** 43218

  Date prepared Dear ********* **********, Questions? Visit us online November 7, 2024 Call ************ **************************

  Please accept this letter in response to your correspondence dated November 1, 2024, regarding ****** Hansons life insurance policy. We regret this situation and hope she finds the following information helpful.

  Policy details Owner:   

   Insured:  Policy number: 

  Case Number:  Our findings ****** ****** ****** ****** N101437500 ********

  ****** ****** called our ********************* on September 12, 2024, to make a payment of $35,300.15 to pay off her loan balance. She contacted us again on September 23, 2024, as the payment wasnt drafted from her account. Our resolution team researched this further and found that the representative who took the payment entered the bank information incorrectly which caused the payment not to draft. We spoke with ****** ****** on this day and agreed to draft the payment on September 24, 2024. This payment was processed and applied. 

  Unfortunately, due to our error, we processed another draft on October 16, 2024. She contacted us on October 17, 2024, regarding this draft and a ticket was sent to our resolution team for further research and correction. Our processing time for a refund is 10 business days, as we must verify the draft wasnt returned by the financial institution. We emailed ****** ****** on October 18, 2024, asking that she provide a copy of her statement showing the draft to process the refund prior to the 10-day period. We didnt receive a response; therefore, we called her on October 24, 2024, to request the bank statement. We received the statement the same day, and she stated the draft was rejected as she called her bank to stop the payment. The statement showed overdraft fees totaling $102, and we processed a refund for this amount on October 24, 2024.   

  Our commitment to you  We're sincerely sorry for any inconvenience or confusion we caused. Weve provided coaching and feedback to the appropriate leadership to ensure this doesnt occur again. We'll make every effort to ensure she receives the quality service she deserves in the future. 

  Were 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, The general distributor for variable insurance products is Nationwide *******************************, member *****. Nationwide, the Nationwide N and Eagle and Nationwide is on your side are service marks of Nationwide Mutual Insurance Company. 2022 Nationwide LAN-0341AO.2             Page 2 of 2 ******* ***** Formal Resolution Coordinator Nationwide Life Insurance Company 

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22462668
  
  I am rejecting this response because: the company is fraudulently telling you I did not respond back to their initial email, as I responded back within minutes and asked for someone to call me asap at it was an urgent matter and needed to be discussed. I did not receive an email back so I called the company and was then told that the matter was escalated to an ***** ****** *************) ************************************ I called ***** 7 times within the next 5 days and left 4 voicemails explaining what was going on and asking him to call me back as it was urgent and causing extreme distress, and ***** refused to answer any calls or call me back. When I called the company back and asked to speak to his supervisor they said that is something they cannot do. As you can imagine, this caused a great amount of  stress, a great amount of time (between phone calls with nationwide and the bank, and multiple trips to the bank. My hopes for this complaint is that it doesnt happen to anyone else, and that employees like ***** are educated regarding appropriate response times. Thanks so much for your help. Alyssa 
  
  Regards,
  
  ****** ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Nationwide in August 2024 to see if there were any savings offered by Nationwide that I could take advantage of that would reduce my Auto and Homeowners premiums.

  Instead, my Homeowners policy was changed inaccurately which resulted in a much higher premium. I protested these changes at the time and afterwards. I made numerous phone calls and was left on hold for extremely long periods of time sometimes having to call back and start again.

  It has been torturous to find someone at Nationwide to help resolve my issue.

  Customer response

  09/26/2024

  
  '******* ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  3:55 PM (2 minutes ago)
  to disputeresolution
  
  Signed & dated form as requested.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During a period of financial hardship, I contacted your team to explore options for reducing my payments. The only solution provided was to increase the deductibles on both of my policies.

  Now that my financial situation has improved and the renewal is approaching, I contacted your team to reduce the deductibles back to their original levels. However, I was informed that the request to decrease the deductibles is being denied due to "preconditions," specifically my dogs’ allergies. Had I been made aware that allergies would be considered a barrier to reducing the deductibles, I would never have made the initial change. Both of my dogs are in good health, and allergies are a common condition that we all deal with.

  I escalated the issue with an agent who had someone in sales review it, but despite this, the decision remains unchanged. As a long-time customer with a solid history, I am disappointed by this outcome.

  I would like to request a further escalation of this issue. If I cannot restore the deductibles, I am reconsidering the value of keeping these plans, as my dogs typically only require annual vet visits. I appreciate your attention to this matter and hope we can resolve this issue.

  

  Business response

  09/27/2024

  We are in receipt of your correspondence regarding the above-noted file.
  
  Ms. ****** has the Major Medical Plan with a $1000.00 annual deductible and the Pet
  Wellness Plus rider for her dogs ***** and ******.
  
  A representative contacted Ms. ****** on September 27, 2024 to verify which new deductible
  she would like and update the status of her request. We are processing her request for a
  change in deductible on policy ********* (for *****) from $1000.00 to $250.00 per year. The
  new deductible will apply for the current policy term effective September 24, 2024.
  
  Please note tha* ********* (for ******) will renew on November 19, 2024. The insured was
  quoted for a deductible change and elected to hold on changes at this time. Ms. ******
  indicated she would call back closer to the renewal date if she decides to make changes.
  
  Under the Major Medical Plan, no underwriting is currently required for a change in deductible,
  and we apologize for any confusion when Ms. ****** previously contacted us regarding this
  matter.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *****
  Collins, at ###-###-#### or by email at ************************
  
  Sincerely,
  
  
  ******* ***********
  Inside Sales Manager

  Customer response

  10/01/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩