ComplaintsforNationwide

• Initial Complaint

  09/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My school said they will pay for my car insurance, but I first need to get a W-9 from the insurer. Nationwide's automated phone system is completely useless for this. It gives me a run around and then either hangs up, or it tells me to call a wholesale insurance broker ******************************** that I have nothing to do with and then it hangs up. When I called ******************************* they told me to call my agent. When I called my agent, I was told that they cannot give me a W-9 for Nationwide - Nationwide must do that.Since I couldn't get through to Nationwide through the phone, I emailed them through their website. It seems like they didn't even read my request and they sent me to ****** and ** again. I replied to that email, but they never responded.All I want is a completed W-9. There is no need to ask me for an account number, there is no need to ask me for verification. There is no PII involved here. Just a dumb Form W-9.

  Customer response

  09/10/2024

  *************************** <*************************************************************************>
  Attachments
  2:18 PM (14 minutes ago)
  to disputeresolution
  
  BBB Complaint ID number ********
  
  Good afternoon,
  
  Attached is the signed document allowing Nationwide to discuss my information with you.
  
  Thank you,
  ***************************

  

  Business response

  09/12/2024

  
  
  September 12,2024
  
  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:                         22258483     
  Complainant Name:                     ************************;  
  Policy #:                                       6631J125167          
  Coverage Type:                          Personal Standard Auto                                   
  Claim #:                                       N/A    
  Company Name:                          Nationwide General Insurance Company
  OCR Ref #:                                  3622254       
  
  
  
  Dear ***************************************:
  
  Then you for the correspondence and allowing us the opportunity to assist ********************.
  
  Mr. ********* agent has advised our company that they want the first right to service all their clients policies. To honor that servicing preference, when customers call us at ************** (customer service), we route them to the independent agents office for the first 24 hours. After the first 24 hours, if the agency is still unavailable, customers can still reach our ************** for assistance by calling us back at **************. Our IVR will recognize the phone number and the returned call after 24 hours and then route the customer to a ************** associate. Again, the independent agency determines the preference for this. Were sorry to hear that this caused an inconvenience for ********************. 
  
  As requested,we have attached a copy of the W-9.
  
  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,
  
  
  
  
  *****************************
  Customer Relations Coordinator
  
  Enclosure(s)
  
  

  

  Business response

  09/12/2024

  W9 form

  Customer response

  09/13/2024

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

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello!I am messaging today to express a concern that I have/ had with Nationwide Insurance. Im reporting bad business and in my opinion, fraudulent activity.

  Nationwide accidentally canceled my car insurance policy. This is all on record, written, and through conversations I have had with them. They also sent me a sum of money through direct deposit. I had no idea that they canceled my policy or sent me moneys. I went about 3 months without knowing I didnt have insurance until I went to re-register my vehicle. This is all noted through their accounts.

  They sent me a bill for around 550 dollars that I had to pay, or they were going to report me as not having is insurance to the state. They backdated my policy to cover their tracks. Then, they proceeded to up my monthly rate from around 130 dollars to ****** to make up the cost of their mistakes.

  I am in awe, Im saddened, and disappointed. I spoke to a representative high up in Nationwide and she basically told me that I had to pay or they would report me, and there was nothing that they could do. It was their mistake and they displayed no remorse.

  *************************** would ashamed, and its safe to say that Nationwide isn't in your side.

  My agent told me they have never seen this happen to anyone before. Nationwide apologized after digging deeper, but at the end of the day, I went 3 months without insurance, and in one month I am required to pay a total of about 900 dollars to Nationwide and have a monthly increase of almost 100 dollars to my policy.

  If this isnt business fraud and mis treatment of a costumer Im not sure what is.

  Thank you,*************************

  Customer response

  09/05/2024

  I did send the signed form to the email I was told to send it to.

  Customer response

  09/05/2024

  Nationwide emailed me and told me they werent going to respond to your company. I find that very strange. It seems off that they are going to ignore and avoid my complaint with you and your service. I believe this should be looked into further. I have the email, but I wasnt sure if it would be legal to share. If legal, I will.

  Sincerely,

  Kyle 

   

  

  Business response

  09/11/2024

  
  
  September 11, 2024
  
  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:                   22190772       
  Complainant Name:                **********************;
  Policy #:                                  5837J ******
  Coverage Type:                      Personal Standard Auto                    
  Company Name:                     Nationwide General Insurance Company                    
  OCR Ref #:                             3621245         
  
  
  
  Dear ***************************************:
  
  On April 22, 2024, *********************** Auto policy was inadvertently canceled effective July 31, 2023,after his Agent called our company for assistance. A refund of $914.12 was refunded to ******************** via direct deposit.
  
  On June 11, 2024, *********************** Agent contacted our company again to inquire on the Auto policy cancellation. It was discovered at that point that the previous representative canceled the Auto policy when it should have remained active. At that time, the Auto policy was reinstated without a lapse in coverage back to July 31, 2023.The refund of $914.12 was due back to the company, as we provided coverage back to July 31, 2023.
  
  We would like to note that there is currently an ongoing Department of Insurance investigation, and he should expect to hear directly from them regarding the matter.
  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator,*****************************, at ************ or by email at *********************************.
  
  
  Sincerely,
  
  ***********************
  Specialist, Regulatory Solutions
  

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22190772
  
  I am rejecting this response because: The business canceled my policy and I went almost 3 months without having insurance. They back dated the policy to cover up their mistake. They then forced me to pay for the months I didnt have insurance or they would report me to the state. The system is flawed and against costumers. They also raised my monthly payments $100.00 from $120.00 to $220.00. They arent explaining their mistakes here. They arent being transparent and honest. They werent transparent from the start. Theyre trying to point fingers at the costumer for their mistake and punish the me the costumer by forcing me to pay for months I didnt have insurance and raised my monthly payments $100.00 due to their mistake. Thats what I want to know more about. They keep avoiding those facts which are the most important.

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

  Customer response

  09/17/2024

  If I were to have gone to a different insurance agency, what would have happened? They accidentally canceled my policy, backdated it, said if I would have been in an accident they would have helped (hearsay), then charged me saying that they either had to charge me or report it to the state. What would have happened if I were to have gone to another insurance agency instead of Nationwide? So they charged me, backdated my policy, raised my rate $100.00 per month but what would they have done if I went to another insurance company? Would i have been reported to the state? How does an insurance company be penalized for a mistake they made? What if I didnt go to renew my registration and find out myself that they accidentally canceled my policy? What if I found out today I didnt have insurance due to their mistake? That would be 5 months without insurance. It seems as if theres no way an insurance company can be penalized for a mistake they make due to laws protecting them and not the costumer.

  Customer response

  09/18/2024

  I have contacted the Department of Insurance. There is nothing a costumer can do in this matter. The verdict seems to be that as a costumer and client, if an insurance company makes a mistake you will have to pay and cover for them and their mistake no matter what. It seems that there is no penalty for an insurance company to make such a mistake. This is a flaw in the system and against costumers. There is no way to hold companies such as Nationwide for making a mistake. They want money and will obtain it at the cost of any client/ costumer with no remorse. This is a problem. And nobody seems to have a true answer other than a costumer will be penalized regardless if Nationwide accidentally cancels your policy and you didnt have insurance for 3 months and possibly more if you dont find out yourself and they are able to backdate their mistake and charge you. So my question is, what if I went with another insurance agency instead. Would Nationwide be charged or would the client/ costumer be held responsible for their mistake?

• Initial Complaint

  08/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was contacted by ***************** phone # ************, email address: ************************************* Nationwide representative regarding my ** visit on 6/19/24 for my cat ******. ***** informed me that the invoice I gave him for my cat, ******* ** visit did not align with the invoice that the *********** provided him. I had a phone call with him in length explaining that I had to pay the highest estimate from the vet for the ** visit and when ****** got discharged I was told I was going to get reimbursed for what I overpaid as well as what I will be getting reimbursed from Nationwide. I thought the receptionist meant that Nationwide would be reimbursing me for what my policy covers for everything I paid, and I only had the estimate so sent ***** that. ***** accusatory said my invoice is not what the vet provided him and he immediately deemed it as fraudulent. I tried to get into the Vet portal to review the charges and I was not able to get onto the portal. *****, I contacted the *********** who apologized for the miscommunication and said they would reimburse the overpaid amount on my credit card. The credit card was CareCredit and since I just got that credit card the day ****** was in the ** I never checked the account in real time to see that reimbursement was there, I immediately asked the vet to send ***** and myself the accurate invoice, explained the honest mistake and sent all correlating documentation to *****, CCing the ************ as well. He assured me he will resubmit the claim and move forward with my reimbursement. I now just learned ***** filed it as fraud and canceled my Nationwide policy, so he canceled my insurance and never refunded me, and he has been ignoring all my phone calls and emails since which is absolutely unethical and inappropriate. I am seeking to have my policy reinstated, refunded what I am owed and an apology from *****************/Nationwide.

  Customer response

  08/14/2024

  ************************* <*********************>
  Attachments
  12:11 PM (2 hours ago)
  to Better
  
  Thank you so much. Please relay to them that I am not asking for the reimbursement I had originally submitted and that this clearly was a misunderstanding from what you can see from this lengthy pages of receipts, payments, reimbursements, etc. I am simply asking for them to process my claim and reimburse me for what I am eligible for with my policy, that I pay for monthly  with my Nationwide membership in the accurate amount of $2957.40. Please also reiterate to them that they are canceling my policy by 8/29/2024 so it is needed to get my reimbursement processed before then. The dispute *** has barely answered any of my emails and the person originally handling my claim has been not answering any of my calls or emails. My invoice that is accurate from what the vets office sent over is attached, and I also sent an email thread with the dispute member ***** who is the person I have indicated is also barely answering my emails and has not answered my calls. 
  
  Thank you so much in advance,
  *****

  

  Business response

  08/20/2024

  
  
  August 20,2024
  
  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:              22124574               
  Complainant Name:           **************************;            
  Policy #:                            10015481               
  Coverage Type:                Modular Pet Insurance                                               
  Claim #:                            CLM-00105730                 
  Company Name:               National Casualty Company                                       
  OCR Ref #:                       3618604                 
  
  
  
  Dear ***************************************:
  
  We are in receipt of your correspondence regarding the above-noted file.
  
  ************************ has the Modular Pet Insurance Plan with a $250.00 annual deductible for her cat ******. We received claim CLM-********* on July 1, 2024, for the ingestion of a foreign body which needed to be removed. An invoice for treatment date June *******, was submitted in support of the claim. Upon investigation of the claim,it was found that the documentation submitted was altered with an invoice number and invoice total that did not match the providers records. In accordance with the Modular Pet Insurance Plan contract language the claim was not eligible for coverage.
  
  Based on the outcome of the claims investigation, the policy is set to be cancelled effective August 29, 2024. As outlined in the Modular Pet Insurance Plan,Section 23, Fraud and Concealment:
  
  We will void your policy from its inception if we discover that you have misrepresented or omitted any material fact and we relied on your misrepresentation or omission in issuing this policy to you. We may deny your claim and cancel this policy if you conceal material information or make any material misrepresentation in your claim.
  
  At this time all submitted information has been reviewed and the decision remains the same.
  
  We apologize *********************** was unable to reach the original investigator, Nationwide has responded in writing to Ms. *********** subsequent contacts.
  
  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,
  
  
  
  
  ***************************
  Claims Director
  
  
  

  Customer response

  08/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22124574
  
  I am rejecting this response because:  I was contacted by ***************** phone # ************, email address: ********************************************, Nationwide representative regarding my ** visit on 6/19/24 for my cat ******. ***** informed me that the invoice I gave him for my cat, ******'s ** visit did not align with the invoice that the *********** provided him. I had a phone call with him in length explaining that I had to pay the highest estimate from the vet for the ** visit and when ****** got discharged I was told I was going to get reimbursed for what I overpaid as well as what I will be getting reimbursed from Nationwide. I thought the receptionist meant that Nationwide would be reimbursing me for what my policy covers for everything I paid, and I only had the estimate so sent ***** that. ***** accusatory said my invoice is not what the vet provided him and he immediately deemed it as fraudulent. I tried to get into the Vet portal to review the charges and I was not able to get onto the portal. *****, I contacted the *********** who apologized for the miscommunication and said they would reimburse the overpaid amount on my credit card. The credit card was CareCredit and since I just got that credit card the day ****** was in the ** I never checked the account in real time to see that reimbursement was there, I immediately asked the vet to send ***** and myself the accurate invoice, explained the honest mistake and sent all correlating documentation to *****, CCing the ************ as well. He assured me he will resubmit the claim and move forward with my reimbursement. I now just learned ***** filed it as fraud and canceled my Nationwide policy, so he canceled my insurance and never refunded me, and he has been ignoring all my phone calls and emails since which is absolutely unethical and inappropriate. I have provided all documentation of communication from the *********** and ***************** (though he never returned a response from the attached email), and all of my paper trail of invoices, estimates and charges.
  *******************: **********************************************  the person that ***** reports to get back to me after numerous attempts to reach her with a generic 'our decision stays the same'. This was an honest mistake and was misled by them to think that they agreed this was not ill intention and that they will process my claim with the correct amount once I received the actual invoice. I have been paying for Nationwide every month for a year and they scammed me from my money and won't even reimburse me the amount I am owed. They attacked my vulnerability and did not communicate this with me until I pleaded for follow-ups from them. 
   As a company that prides themself on the well-being and care for patients and pets, t Nationwide did NOT do the morally right thing nor even took the time to care about the situation nor review all of my attached documentation
  
  
  Regards,
  
  *******************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a letter from Nationwide insurance one month ago saying my roof needed repair....Quote "dwelling roof is in poor condition based on aerial imagery taken within the last 12 months." I wrote Nationwide back (same way I was contacted) and explained first....I had a roof inspection done by Erie Roofing last year 2023 and they said the roof was in decent condition for being 15 years old with no major problems. Secondly 2-3 years ago I had work done on my chimney by Benchmark Roofing, not only did they fix my chimney but they had extra tiles so they placed a nice section of new roofing near the *******. These are slightly a different color so there are 2 different colors on the roof, again near the chimney. Being the last house on the end of the street you can't really see the chimney and we have a 40 foot oak tree so the color is no big deal. No leaks no problems with my roof whatsoever. I did not hear back from Nationwide ***************************** cancelled my Home Owners policy that I've had for many years a few days ago. The first letter never even told me what they even thought was wrong and what repairs were needed ? Plus what photos of my roof have you given me ? Knowing my roof isn't in poor condition I'm moving forward. This is a major issue as I should not have to search for new insurance and paying much higher costs for something that is absolutely not true.

  Customer response

  08/07/2024

  
  '*************************' via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  3:37 PM (18 minutes ago)
  to Better
  
  Hello,
  
      Thank you for your reply.  I am sending a copy enclosed of my signature as requested.
  
      I will also mail the paper copy to ************************************************************************* tomorrow 8/8/2024.  
  
      Please contact me if further information is needed & thank you for following up on my complaint.
  
     
       Sincerely, ****
  

  
  

  

  Business response

  08/13/2024

  August 13, 2024
  

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

  
  BBB Complaint #: ******** Complainant Name: *************************

  
  Policy #: 9234HR198699
  Coverage Type: Property Claim #: N/A Company Name: Nationwide General Insurance Company OCR Ref #: 3617729

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

  
  Nationwide is in receipt of the concerns filed by ************** regarding the above referenced homeowner policy with Nationwide General Insurance Company.
  ************** was sent a policy notification on June 18, 2024, advising the roof on his home is in poor condition and proof of repair or replacement was needed by July 18, 2024, to avoid a nonrenewal notice being issued. As Nationwide did not hear from **************, a nonrenewal notice was mailed on July 19, 2024, effective at 12:01 a.m. August 23, 2024.

  
  A copy of both the policy notification and notice of nonrenewal are attached. The notices advise the insured:

  
  What you need to do:
  You may be able to reinstate your coverage if you take the following action(s):
  Repair the damaged area of your roof or replace it completely. Once the requested actions have been taken, we ask that you forward verification to your agent. It will be necessary for you to provide this information prior to the non-renewal date noted above.

  
  Proof of remedy of repair or replacement has not been received and the policy will cancel at 12:01 a.m. on August 23, 2024, unless Nationwide receives proof of remedy which will need to be approved by underwriting prior to the date of nonrenewal.

  
  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,
  
  *******************************
  Enclosure(s)

  
  

  Customer response

  08/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22082608
  
  I am rejecting this response because:  Nationwide Insurance was contacted with the same information provided to the BBB, saying you didn't receive is irresponsible and not truthful.  Again please provide proof that my roof is damaged or needs completely replaced ? Photos ? Again, I had my roof inspected last year and will continue to move forward against Nationwide Insurance. 
  
  Regards,
  
  *************************

  Customer response

  08/14/2024

  Hello....

      I explained in my complaint that there are no issues at all with my roof.  I had Erie Roofing to inspect last year 2023 and Benchmark Roofing 2021-2022.

      There are no receipts because there was never damage to my roof to begin with.  Again where is the damage to the roof ?  There is none, and Nationwide hasn't provided me with any photos that have been requested ?

       I am absolutely moving forward against Nationwide if not resolved.
  

                           Sincerely, *******************
  

     
  

  

  Business response

  08/16/2024

  Dear ***************************************,

  Thank you for your follow up regarding the Aerial Image.  We have attached another image with the roof circled, showing the deteriorated condition.  We are also providing a ****** photo to further display the deterioration, streaking, and mismatched shingles.  We would like to note that the insured also filed a complaint with the Ohio Department of Insurance, and we provided them with a consistent response and a copy of the photo we originally provided to you.

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

  

  Business response

  08/16/2024

  Dear ***************************************,
  
  Thank you for your follow up regarding the Aerial Image.  We have attached another image with the roof circled, showing the deteriorated condition.  We are also providing a ****** photo to further display the deterioration, streaking, and mismatched shingles.  We would like to note that the insured also filed a complaint with the Ohio Department of Insurance, and we provided them with a consistent response and a copy of the photo we originally provided to you.
  
  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *************************, at ************** or by email at **********************************.
  
  Thank you kindly.
  

  
  

  Customer response

  08/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22082608
  
  I am rejecting this response because:   I have explained several times starting in late June of 2024 those are new tiles in the photo.  Since Nationwide has refused all attempts to resolve this issue in a timely manner I will be moving forward.
  
  Regards,
  
  *************************

   

     - Thank you very much BBB for all your help, I appreciate your time without absolutely nothing to gain.  Could I please receive a transcript and I would be happy to purchase it if needed, just reach out what's needed. Thanks
  

  Customer response

  08/26/2024

  Hello,

       I filed the exact same complaint (same wording) with the BBB & Ohio Department Of Insurance on Monday August 12th after hearing back from the Ohio Attorney Generals office.

              Thank you....****
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My homeowner's policy was due to renew/lapse on August 21, 2024.As of July 22, I had not received any notice from Nationwide about what the renewal rate would be, but as my auto insurance would be increasing by over *************************************************************************************************************************************On July 24, I signed for coverage through a different carrier and agent. The same day I notified my mortgage holder, and my local agent that I would not be renewing coverage through Nationwide and would let the coverage expire. The policy states that I am only required to provide ten days' notice of cancellation, so my notice is well within the time period prior to August 21, 2024.On July 25, in defiance of my notice, Nationwide seized the premium out of the escrow account held by my mortgage holder in the amount of $1,637.92. The bank notified me of this on July 26.Nationwide maintains no customer service center -- directing all queries/concerns through the local agent. The local agent does not return calls after my having left a voice mail on July ***********************************************

  Customer response

  08/02/2024

  
  ******************* <*******************************>
  Attachments
  Wed, Jul 31, 10:39 AM (2 days ago)
  to ********************************************************
  
  Attached please find the signed authorization for release of information.
  Update: As of this date I still have not had any response from the local agent after leaving repeated voicemail messages.
  

  
  

  

  Business response

  08/02/2024

  August 2, 2024

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

  
  BBB Complaint #: ******** Complainant Name: *******************
  Policy #: 7224HR036039 Company Name: Nationwide Affinity Insurance Company of America OCR Ref #: 3616921

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

  
  On July 18, 2024, a renewal offer for the August 21, 2024, through August 21, 2025, term was calculated. The renewal offer declarations were mailed to ************ on July 19, 2024.

  
  On July 19, 2024, our company issued an electronic bill to the mortgage company listed on ************** policy. To date, we have not received payment from ************** mortgage company.

  
  On July 25, 2024, ************** agency processed the policy cancellation request effective August 20, 2024.

  
  On July 29, 2024, a refund check of $4.77 was issued to ************ via U.S. Mail.

  
  Our company does not withdraw payments from customers escrow accounts; however, we send a mortgage company a billing statement, providing an amount due and due date. It is the sole decision of the mortgage company whether they remit any payment to Nationwide. As of the date of this letter, no payment has been received from ************** mortgage company. As his policy is now canceled, should a payment be received from the mortgage company, it will be refunded back to him.

  
  ************** agent has advised our company that they want the first right to service all their clients policies. To honor that servicing preference, when customers call us at **************, we route them to the independent agents office for the first 24 hours. After the first 24 hours, if the agency is still unavailable, customers can still reach our ************** for assistance by calling us back at **************. Our IVR will recognize the phone number and the returned call after 24 hours and then route the customer to a ************** associate. Again, the independent agency determines the preference for this.

  
  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 further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

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

  Customer response

  08/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22060461
  
  I am rejecting this response because:
  This ************************* is either woefully ignorant and incompetent -- or she is dishonest. Given my dealings with Nationwide to date, I'm inclined to question her integrity and honesty rather than give her any benefit of the doubt.

  
  On July 25, 2024, I received notice via e-mail from US Bank that the sum of $1,637.92 was taken from the escrow account for my home mortgage and paid to Nationwide Mutual Insurance for prospective insurance coverage from Aug. 21, 2024, to Aug. 21, 2025. A printed copy of that e-mail is attached.

  
  The paltry sum of $4.77 **************** claims is the  only refund to which she thinks I am entitled is a prorated refund for the time period Aug. 21, 2023, to Aug. 21, 2024.
  Today by US Mail I received written notice from US Bank dated July 29, 2024, notifying me that they had paid TWO insurance carriers -- the policy which was not renewed with Nationwide and the policy I purchased through another carrier. A copy of that letter is also attached.

  
  If I have to file a lawsuit against Nationwide and its agent, I will not be content with merely a refund. I will be seeking punitive damages since their denial that the money was taken, contrary to the evidence given by the bank means they are now acting in a fraudulent manner.
  
  Regards,
  
  *******************

  Customer response

  08/07/2024

  I wish to amend what I will accept as a resolution in this matter: In addition to the $1,637.92 which Nationwide took from my escrow account, I believe they should pay an additional $1,000 as damages because of the time, expense, and distress I have suffered trying to correct a situation they created.
  I am hereby placing Nationwide on notice that a complaint has also been lodged with the ****** of ******** Affairs with the ******************* of ******** and Insurance.
  It is in Nationwide's best interest to resolve this in my favor quickly because I will be increasing the amount of damages sought by $1000 every week that they stall. I will also be posting negative reviews on every review site and social media like *************** X, etc. about their dishonest business practices.

  

  Business response

  08/09/2024

  August 9, 2024

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

  
  BBB Complaint #: ******** Complainant Name: *******************
  Policy #: 7224HR036039 Company Name: Nationwide Affinity Insurance Company of America OCR Ref #: 3616921

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

  
  This letter is in response to the additional concerns received in your correspondence dated August 7, 2024.

  
  The notification email from ************ has been reviewed. Within that email, it states that the payment date from U.S. Bank was July 25, 2024, in the amount of $1,637.92. Also within that email, it states, Please note that the payment date indicated is not necessarily the date in which the insurance company processes the payment. Please account for transfer time between payment from U.S. Bank and processing by the insurance company.

  
  As indicated in our previous response, dated August 2, 2024, we had not yet received the payment from the mortgage company. And should the payment be received at any point, it would be refunded back to ************, as his policy was canceled.

  
  On August 5, 2024, three days after our initial response, the payment of $1,637.92 was received from the mortgage company. The payment of $1,637.92 has been refunded to ************ via U.S. Mail. He should receive this refund check within seven to ten 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 further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

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

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22060461
  
  I am rejecting this response because: I have no proof that they have refunded the money. They claim it may take seven to ten business days. That is at least another week and a half to two weeks on the calendar. Time that I am having to pay interest on to the bank for the deficit this has created in my escrow account.
  Being a native **********, as the saying goes, "you have to show me." When I see the check I will believe their intentions. Or, as *********************** character said in the movie "***************************," "Show me the money!"
  
  Regards,
  
  *******************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nationwide is not willing to comply to my request of rolling my entire Retirement ************** to ******************** per the attached request. Also to provide liquidation instructions to ********************.

  

  Business response

  07/26/2024

  Thank you for contacting Nationwide regarding this matter. Unfortunately, we have not received the correct documentation to proceed with the rollover request. We have made several outbound phone calls to the number provided and left voicemails with return contact info. Please give us a call at the phone number provided and we are happy to assist you with the rollover process and we are happy to provide you with the correct forms.

  Thank you

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

  Customer response

  07/26/2024

  Thank you BBB . I read the reply letter from Nationwide, they are not correct in the fact that I was given the wrong forms to request my rollover to Fidelity several times as Nationwide kept changing forms. I did **** to them but I decided to ask a resolution in writing after all the confusion. I just received another letter from Nationwide requesting a new rollover application with plus a letter of acceptance from Fidelity before Nationwide process my rollover request. More paperwork! Stay tuned.

  Customer response

  07/26/2024

  Thank you BBB . I read the reply letter from Nationwide, they are not correct in the fact that I was given the wrong forms to request my rollover to Fidelity several times as Nationwide kept changing forms. I did **** to them but I decided to ask a resolution in writing after all the confusion. I just received another letter from Nationwide requesting a new rollover application with plus a letter of acceptance from Fidelity before Nationwide process my rollover request. More paperwork! Stay tuned.

  Customer response

  07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22028162
  
  I am rejecting this response because: 

  Thank you BBB . I read the reply letter from Nationwide, they are not correct in the fact that I was given the wrong forms to request my rollover to Fidelity several times as Nationwide kept changing forms. I did **** to them but I decided to ask a resolution in writing after all the confusion. I just received another letter from Nationwide requesting a new rollover application with plus a letter of acceptance from Fidelity before Nationwide process my rollover request. More paperwork! Stay tuned.
  
  Regards,
  
  ***************************

  Customer response

  08/08/2024

  I have provided enough documentation to Nationwide. Their reply have no base , they simply are refusing with their actions to release or transfer my money to *********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I filed a claim with Nationwide insurance during the summer of 2023 for our water damaged hardwood floors. We had a lot of trouble finding a contractor that wasn't booked to install our new floors, even our original adjuster could not get one of their regulars to do it in a acceptable timeframe (Nationwide was paying our hotel bill.)

  I eventually found one and approved the work to get started with my adjuster ******. Most everything went according to plan and the work was completed in Jan 2024.

  During that time however, ****** quit her job at Nationwide and a new adjuster was assigned to us. Our new adjuster, *****, refused to pay the contractor the full amount that is owed on the final bill which is the same as the original estimate. He states that there was unnecessary work done that shouldnt have been approved.

  The work in question is painting and drywall repairs that had got moisture damage. After a couple months of haggling between the contractor and Nationwide, I finally had to pay roughly $6,000 out of my pocket to the contractor to avoid lawsuit. I have talked to ***** and his boss and they both either blame the original adjuster or state that she didn't document anything about drywall repair so they will not pay for it even though the work is completed exactly as ****** and I discussed.

  The contractor (Monk Flooring, Cullman AL) is a reputable business with many years of service. ****** stopped replying to me just before she quit her job so I have no way of arguing my case to Nationwide and they have now closed the claim, refusing to pay the final bill. This is a dishonorable way to do business, at best. At worst, this a shady tactic of bait and switch. Nationwide needs to honor their word, even if it was giving by an ex employee.

  Customer response

  07/19/2024

  jmitchellford via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  Thu, Jul 18, 9:28 PM (10 hours ago)
  to disputeresolution
  

  
  

  

  Business response

  07/25/2024

  July 25, 2024
  
  
  ***************************************
  BBB Dispute Resolution Team
  Better Business Bureau of ********, ****
  ***************************************************************************
  
  
  
  BBB File #:                  21969021
  Complainant Name:    ***************
  Policy #:                      7701HR038974
  Claim #:                       913412-GO
  OCR Ref #:                 3577543
  
  
  
  Dear ************************:
  
  This letter is in response to the inquiry filed with your office by the complainant, ***************. We appreciate the opportunity to review this response and address his concerns about the settlement of his claim. ************ alleges that Nationwide did not pay for repairs that were previously agreed upon.
  
  This loss was reported to our office on August 9, 2023. ************ informed us that he discovered a water leak in the crawl space of his home,which caused warping to his hardwood floors. Our initial estimate for repairs was completed and shared with ************ via email. The Claims Adjuster documented a detailed review of the estimate with ************.
  
  While repairs to the damaged floors were underway, additional supplements were received from Mr. ***** contractor of choice. Nationwide acknowledged each supplement and updated our estimate to reflect necessary repairs. The Claims Adjuster provided a detailed explanation of each supplemental estimate and shared copies of the updated estimates with ************.
  
  On June 18, 2024, during a discussion between ************ and the Claims Manager, ************ insisted that a claim payment was still needed for drywall repairs and wall painting. When the Claims Manager questioned the need for that kind of repair, ************ asserted that the Claims ******** had previously agreed to cover those repairs. In response, the Claims Manager assured ************ that a thorough review of the claim file would be conducted to determine if coverage would be owed for the outstanding expenses associated with those repairs, and he would follow up with his findings.
  
  On June 21, 2024, the Claims Manager notified ************ that a comprehensive review had been conducted, revealing no evidence supporting Mr.***** claim that Nationwide agreed to cover the additional repairs. The Claims Manager noted there were several documented conversations addressing the covered damage; none of which include drywall repairs and/or painting of the walls. ************ was asked to provide any documentation he or his contractor may have to support the need for the additional repairs. To date, Nationwide has not received the requested documentation.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *************************, at ************ or by email at ************************************
  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions.
  

  Customer response

  07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21969021
  
  I am rejecting this response because: 

  They did not address the fact that my original adjuster (******) quit her job without informing me of anything and left my case a mess.  
  

  They are correct in saying I didnt provide documentation that paint and drywall repairs were required.  I also didnt provide ANY documentation of ANYTHING.  That was all taken care of by ****** and the mitigation company.  Now that the work is done, I cant take pics of the damage or document anything now.  Maybe ****** abruptly quit in the middle of this claim because she was tired this shady business.  
  

  Nationwide uses long paragraphs full of insurance jargon to make it look like everything is clear and legit.  The only thing clear and legit is the money I have paid to them every month for years assuming I had good coverage for my home and vehicles.  Nationwide is wrong for not paying their debt and I hope that others will at least see this and avoid trusting them like I did.

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

  Customer response

  07/26/2024

  From: jmitchellford via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Thu, Jul 25, 2024 at 7:55 PM
  Subject: 21969021
  To: <********************************************************>
  
  
  Here is the document that Nationwide has asked for.  This is the original estimate for the floor repairs which clearly state drywall repair and paint

  

  Business response

  08/02/2024

  August 2, 2024
  
  
  ***************************************
  BBB Dispute Resolution Team
  Better Business Bureau of ********, ****
  ***************************************************************************
  
  
  
  BBB File #:                  21969021
  Complainant Name:    ***************
  Policy #:                      7701HR038974
  Claim #:                       913412-GO
  OCR Ref #:                 3577543
  
  
  
  Dear ************************:
  
  This letter is in response to the follow-up request from the Better Business Bureau regarding Mr. ***** claim. Nationwide acknowledges receipt of the estimate provided by ************, which was already included in our claim file and considered during the preparation of our estimate. We have previously communicated via email to ************ and his contractor, detailing the items included in our settlement. There is no documentation indicating our approval for the repair and painting of the drywall in Mr. ***** home. Our position on this matter remains unchanged.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *************************, at ************ or by email at ************************************
  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions
  
  

  Customer response

  08/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21969021
  
  I am rejecting this response because: 
  ****** approved this original estimate, Nationwide knows this.  She and I had many conversations over the phone in which we discussed this estimate and she approved.  I found, and attached a recovered email where it shows that I sent her this estimate with drywall repair and paint.  In her receipt of this estimate, she only states concern of the cost of wood and a detail about the bathroom repair but she obviously approved the estimate otherwise.  Then she quit her job..
  
  Regards,
  
  ***************

  Customer response

  08/09/2024

  I sent this a few days ago but didnt get any confirmation.  Just to be sure you have it.  This was the approval I got from nationwide in an email. 
  

  21969021

  

  Business response

  08/14/2024

  August 14, 2024
  
  
  ***************************************
  BBB Dispute Resolution Team
  Better Business Bureau of ********, ****
  ***************************************************************************
  
  
  
  BBB File #:                  21969021
  Complainant Name:    ***************
  Policy #:                      7701HR038974
  Claim #:                       913412-GO
  OCR Ref #:                 3577543
  
  
  
  Dear ************************:
  
  This letter is in response to the follow-up request from the Better Business Bureau regarding Mr. ***** claim. Nationwide acknowledges receipt of the estimate provided by ************, which was already included in our claim file and considered during the preparation of our estimate. We have previously communicated via email to ************ and his contractor, detailing the items included in our settlement. There is no documentation indicating our approval for the repair and painting of the drywall in Mr. ***** home. Our position on this matter remains unchanged.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *************************, at ************ or by email at ************************************
  
  Sincerely,
  
  *************************
  Specialist, Regulatory Solutions
  PL Claims Complaint and Regulatory Solutions
  

  Customer response

  08/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21969021
  
  I am rejecting this response because: 

   

  That is all the evidence I have which is plenty.  I shared the emails that showed the invoice was approved and Nationwide has chose to lie and cheat their way out of paying their debt.  
  
  Regards,
  
  ***************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Filed Claim, not getting any help. no one is calling me back. I have been unable to get repairs badly needed because i have had multiple phone calls from various people who all have something different to add. Is there only 1 shop in vermont you work with? if so i definitely can't use nationwide any longer. Due to lack of any guidance my car repair cost is going up!!! I pay way to much for whatever this is. I need 1 contact and straight answers!

  

  Business response

  07/23/2024

  ****************************
  
  Thank you for your recent inquiry regarding a complaint you received from ****** ********. We reviewed Mr. ********** complaint, as well as the claim file, and appreciate the opportunity to address his concerns.
  
  Mr. ******** expressed concerns surrounding his dissatisfaction with the claims experience. He alleged unreturned calls from claims, and a lack of guidance. He also says he was advised there was only one Nationwide on Your Side shop ** *******, which he felt was unacceptable based on the premiums he is paying. We regret this has been his experience.
  
  This claim has been handled under a Virginia Personal Auto policy underwritten by Nationwide Insurance Company of America (Nationwide). The loss occurred on June 23, 2024, and was reported to Nationwide on June 28, 2024. Mr. ******** advised his insured 2011 Subaru Impreza had struck a skunk, causing damage. The loss occurred in South Burlington, Vermont.
  
  Upon initiation of the claim, a rental was provided to Mr. ********. A Nationwide associate spoke with Mr. ******** on June 28, 2024, to discuss the loss. Mr. ******** requested a cash out for the estimate. The estimate had been completed approximately 15 minutes prior to their conversation. The associate explained the claim was in the process of being assigned to a claims associate for handling. Mr. ******** advised he was in the process of moving to Vermont, and had no permanent address at that time. He provided his work address. The associate let him know he would be hearing from the assigned claims associate for further handling.
  
  On July 2, 2024, the handling claims associate spoke with ***** at the Nationwide on Your Side shop, *** *********. He confirmed the damage to the vehicle was to the front bumper cover. All other damages to the vehicle were from a previous loss. The shop was going to amend the estimate for the damages from this loss and upload them into the system. They did this, and the claims associate called Mr. ********, leaving a message advising he was mailing the payment for the damages to his work address in Vermont. He would email a copy of the estimate. A payment in the amount of $546.67 was issued to ****** R. ********.
  
  On July 9, 2024, Mr. ******** called in to Nationwide inquiring about the claim. He had not received the payment for damages yet. He was advised the check had been sent on July 2, 2024; however, with the holiday, there may have been a delay with the mail. He was upset that there was only one Nationwide on Your Side shop in the state, and that shop was months out scheduling repairs. The associate expressed regrets for the inconvenience. On July 16, 2024, Mr. ******** called back in, confirming he had received the check.
  
  On July 18, 2024, Nationwide received a supplement for review and approval. An additional payment of $128.46 was issued to ******* **** **** & ****** ** ********. The claims manager spoke with ******* **** ********* on July 22, 2024. He was advised that Mr. ******** had not yet scheduled repairs. The manager confirmed that the supplement had been received and approved, and payment was forthcoming. He also emailed a breakdown of the payment.
  
  The manager received an email from Mr. ******** the same day. He expressed frustration and felt his claim had been mishandled. He said the skunk he hit had done almost no damage, but somehow the damages were divided up so the whole front of the car was on that claim. He was also upset over having to pay two deductibles. He believed there should just be one deductible to pay. He also advised he’d had an alignment done, and needed to get a rim replaced for one that was bent. The claims manager responded emailing Mr. ******** to address his concerns with the estimates from his two losses (claims ********* & *********). He agreed to review both estimates to ensure the damage had been properly allocated with each claim opened. He explained that with two loss dates, loss types, and being separate events, the two deductibles would be applicable for the coverage in place. He also let Mr. ******** know he was in the process of following-up with his shop of choice to see if they would accept the Estimate of Repair rate. If not, he would offer other repair locations, or he could use his own shop of choice who would do the work for the approved market rate. The claims manager agreed to be Mr. ********** point of contact moving forward on the claim, and will continue working with him to bring the claim to a resolution.
  
  Today, after further review, the claims manager made the decision to handle all of the vehicle damages under the initial claim ********* for his loss on December 16, 2023. Mr. ******** has remained adamant that no damage occurred to his bumper when he struck the skunk on June 23, 2024 (claim *********). The claims manager agreed the damages are more consistent with the first loss from December 2023. Mr. ******** had advised he only mentioned hitting the skunk because he was concerned there could be undercarriage damage. We are now in the process of moving payments and having claim ********* disabled. Additionally, given the proximity of a Nationwide on Your Side shop, and availability to repair being October, the claims manager is authorizing a concession of rate to get an agreed price with Mr. ********** shop of choice.
  
  Our review found no evidence of unreturned calls; however, we regret if that was Mr. ********** experience. We also regret if he was dissatisfied with receiving multiple calls from different associates. Given the fact he has two open claims with Nationwide, there are different associates involved in managing both.
  
  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

  07/24/2024

  I have lost count of the number of people involved. After initial claim I received several phone calls then immediately checks were sent to my work. A ******* **** was assigned who was on vacation for weeks! WEEKS. I called and got no response concerning anything! Also once estimate from Nationwide's only shop in VT they divided up said claim counter to the facts of the claims to benefit Nationwide costing me the most money!!!! Causing more problems, this response is just more games from people who are trying to win through attrition and numbers. DO IT RIGHT! STOP MAKING EXCUSES. This is not a negotiation you have an obligation legally that you are not fulfilling. The current person *** whatever needs to finish this ASAP so i can get my car into safe condition!!! Nationwide is not on my side nor are you nationwide 1 shop in VT?

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a Hail & Wind Damage Claim with Nationwide Insurance that occurred on September 9th 2023 at approximately 5pm on June 4th 2024. We were assigned to ***************************** (Nationwide Adjuster) and he scheduled our initial claim inspection for June 6th 2024.

  On June 6th 2024 the adjuster sent Mr. **** who is with SeekNow Roofing Company (A subcontractor working with Nationwide Adjuster for Roof Inspections) showed up on our property at approximately 1:10pm along side with Ameripro Roofing contractor representative Mr. **** who showed up to seek to be contracted to replace or to repair our roof.

  Mr. **** told us that their company can help us to negotiate on our behalf to get our roof approval for a fully replacement but before that can happen we have to sign their contract paperworks which he presented to us and we refused to sign because he couldnt tell us how much it will be for a full replacement.

  Mr. **** told us it will be a good to sign their contract to qualify us for a full roof replacement.

  ***************************, Nationwide Claims Manager (****************** the adjuster manager) refused to assign a new adjuster after several requests due to unprofessional behavior from ****************.

  On June 19th 2024, around 11am Nationwide sent Genesis ************ Group to inspect and repair our roof. Upon inspection, they recommended for a full roof replacement because they said if they repair just the damage area they cannot warranty the work due to the fact that it will be a temporary repair and they will discuss it with Nationwide.

  We filed the claim on June 4th 2024 and as of this date (July 2nd 2024) there has not be any communication from the adjuster whatsoever to help claim. I hope Nationwide is not a scam insurance company.

   

  

  Business response

  07/11/2024

  July 11, 2024
  

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

  BBB Complaint #: 21934475
  Complainant Name: ***********************
  Policy #: 5345HR000043 Claim #: 754586-GP Company Name: Nationwide Insurance Company of America OCR Ref #: 3610159
  

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

  We appreciate your inquiry and the opportunity to address our insureds concerns. We regret to hear our service did not meet his expectations. We take customer service very seriously and continuously strive to improve our service.

  
  Nationwide received a Property Damage claim from our insured, ***********************, on June 4, 2024, with an alleged loss date of September 9, 2023. Our Adjuster contacted our insured on June 5, 2024, to confirm the loss facts, provide policy coverage and deductible information, and we agreed to inspect his property on June 6, 2024.

  
  Nationwide inspected the insured property, along with our Independent Appraisal Company SeekNow, on June 6, 2024, as agreed. Our insured and a contractor from Ameripro Roofing who was seeking to do the repairs for our insured, were present at the time of the inspection. SeekNow identified 7 shingles on the front slope that were damaged from wind. No hail damage was identified on the front slope. No wind or hail damage was identified on the rear slope. Additionally, there was no wind or hail damage evidence on collateral roofing items. Our Nationwide Adjuster did not get on the roof with SeekNow and the insureds contractor. Our adjuster reviewed SeekNows report, as well as reviewed the exterior of our insureds residence. An estimate was prepared which included coverage for the 7 shingles plus 3 for waste.

  
  On June 7, 2024, our insured called ***************** to complain about interactions between his contractor and the representative from SeekNow. He felt there was some form of collusion on the part of these inspectors and our Adjuster. Nationwide advised the insured this was not accurate. Nationwide has no relationship with Ameripro Roofing. Nationwide agreed to complete a second inspection of the insured roof utilizing a different vendor than SeekNow.

  
  The second inspection occurred on June 13, 2024, at our insureds residence. Our insured was not present during this inspection, but to assist in resolving his claim quickly we proceeded with the inspection. The second inspection by ******** **** reported no signs of hail impact on any elevation. There were no strike marks, spatter to window screens, power boxes, siding, or soft metals. All soft metals and components of the roof, rake metals, and gutter lips were inspected and displayed no signs of impact. Additionally, a 10 X 10 section of the rear slope found no evidence of impacts, spatter, or strike marks to the shingles. The shingles did appear to show signs of blistering, which is not covered under the Homeowners Policy, as well as prior repairs to the roof. A partial denial for the blistering was issued. Nationwide ***************** spoke to the insured, and we agreed to repair the wind damaged shingles previously noted in our first inspection. Our insured decided to use a Nationwide Preferred Repair Network (***) vendor for the repairs.

  
  The *** vendor, Genesis ************ Group, was assigned to the insureds claim on June 14, 2024. On June 25, 2024, Nationwide received reports from the **** The *** advised the insured they would not warranty their work unless the full roof was replaced because of blistering, and prior repairs. As noted earlier, blistering, wear and tear, and deterioration are not covered under your Homeowners Policy.

  
  On July 9, 2024, Nationwide reviewed all evidence along with comments made by the *** to the insured and agreed to provide coverage for a full roof replacement. Nationwide ***************** reached out to the insured later the same day to advise him his Adjuster would complete the supplement this week.

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

  
  Sincerely,
  
  ********************************
  Specialist, Regulatory Solutions
  PL Claims Customer and Regulatory Solutions CARS

  Customer response

  07/23/2024

  [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

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nationwide Pet Insurance did not provide documentation or notification of our renewal premium more than doubling in 2024. They have been billing recurring payments without any authorization to do so at the new rate. When we spoke to the Nationwide customer service representatives, they said they did not have to provide notification of the policy premium more than doubling and refused to refund the unauthorized charges to our account when we identified that they were fraudulently billing our credit card

  Customer response

  06/17/2024

  
  *************************** <************************>
  Attachments
  7:50 AM (6 minutes ago)
  to disputeresolution
  
  Hello-
  
  Please find the signed PDF attached.

  

  Business response

  06/21/2024

  June 21, 2024

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

  
  BBB Complaint #: ******** Complainant Name: *******************************
  Policy #: F-******, F-****** Company Name: Veterinary Pet Insurance Company OCR Ref #: 3610452

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

  
  We are in receipt of the correspondence regarding the above-referenced files.

  
  In her complaint, ****************** is disputing that we sent adequate notice of the premium increase on her policy.

  
  ****************** was sent a renewal notice in December 2023, which lists both the total premium for the term and the monthly installment payments. In addition, she was sent a new declaration page, showing her new premium and installment, in January 2024. In a call to our member care representatives on April 30, 2023, the policyholder confirmed receipt of the documents and referenced language contained within.

  
  Also, ****************** alleges she was informed by a service representative that we did not have to provide notification. ****************** spoke to three agents in April and June of 2024, all of whom told her we did provide notification in the form of those two documents, which are compliant with the legal requirements.

  
  ****************** asked for a refund of premium for this term. Premium refunds are provided in accordance with the policy provisions under 10B. of the Termination of Insurance section. As such we cannot refund earned premium for the months we have covered her pets. We will be refunding any unearned premium.

  
  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 further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

  
  Sincerely,
  *************************** Director, Product- P&C
  Enclosure(s

  Customer response

  06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21814217
  
  I am rejecting this response because: Nationwide Pet Insurance DID NOT send a disclosure of the new fees. The documentation they provided in December of 2023 DID NOT include the change in premium.

  The support agent was unable to provide this documentation or proof of this being sent to us. The provided email just said "automatic renewal" and did not have the information regarding the cost

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

  

  Business response

  06/28/2024

   

  June 28, 2024

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

  
  BBB Complaint #: ******** Complainant Name: *******************************
  Policy #: F-******, F-****** Company Name: Veterinary Pet Insurance Company OCR Ref #: 3610452

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

  
  We are in receipt of the rebuttal regarding the above-referenced files. ****************** is disputing our initial reply to her complaint.

  
  ****************** alleges that we did not send disclosure of her new premiums. However, that information is included in page 3 of both notices we sent, of which ****************** has already acknowledged receipt in a call with our member care rep on April 30.

  
  We have attached the notices sent to ****************** for both policies, with the premium amounts highlighted.

  
  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 further assistance, please contact our Customer Relations Coordinator, ***********************, at ************ or by email at *********************************.

  
  Sincerely,
  *************************** Director, Product- P&C
  Enclosure(s)

  Customer response

  06/28/2024

  [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,
  
  *******************************

*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. ↩