ComplaintsforNationwide

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear-ended by another driver on November 6, 2020. I was told by my insurance company Nationwide via my insurance broker ***** ***** at ****** ********* that I had two options: 1) wait for the other drivers insurance, Allstate, to acknowledge liability and approve my vehicle to go in for repairs, or 2) I take my car to a body shop approved by my insurance, have my safety inspection and repairs completed, pay for these things out-of-pocket, and wait for an undetermined amount of time for Nationwide to resolve the issue the Allstate to receive reimbursement for completed safety inspection and repairs. I chose number 2 seeing as my vehicle was brand new and I was concerned about the batteries; total for safety inspection and repairs was $362.72. After multiple attempts of contact, on Friday, August 13, 2021, I was notified by the Nationwide representative (who gave ***** ***** and me the two options) that another Nationwide representative would be contacting me concerning my claim. Later that day, the new Nationwide representative contacted me to let me know that the amount paid out pocket was less than my deductible, that there was nothing they could do to help me, and that they are not working with Allstate to get reimbursement for my out-of-pocket expense. They said that if I want to proceed with trying to get reimbursement the burden is on me to deal with Allstate. At no time when they told me my two options did they notify me that if my out-of-pocket expense was less than my deductible and the other insurance did not accept liability that I was going to have a to fight for my reimbursement myself no did Nationwide tell me I would be on my own once they saw the invoice from the body-shop. From that point on, Allstate stated that there was never a claim submitted for the read-end collision caused by the driver. Neither myself or my insurance broker ***** *****, have received a response back from Allstate. Nationwide continues to say that I am on my own.

  

  Business response

  12/13/2021

  December 13, 2021

  
  BBB Complaint ID: ********

  Complainant’s Name: ***** ******
  Insured Name: ***** ****** and **** ******
  Policy #: ***********
  Coverage Type: Personal Auto
  Claim #: *********
  Date of Loss: 11/06/2020
  OCR Case #: *******

  
  We are in receipt of your correspondence dated December 9, 2021, regarding the above-noted file for ***** ******. We appreciate the opportunity to review and address his concerns.
  Nationwide received notification of damage to *** ******** vehicle on November 9, 2020, for rear-end damages to *** ******** 2020 Chevrolet Bolt occurring on November 6, 2020. We have advised *** ****** that we cannot issue payment on his claim because the damages were under his $500.00 deductible.

  
  Nationwide filed a claim with the at-fault carrier, which was denied. Their insured had indicated no impact occurred. We have advised *** ****** we cannot pursue subrogation unless Nationwide has issued a payment.

  
  We acknowledge *** ******** concerns and understand this is not the resolution he had hoped for. We regret to hear our service did not meet *** ******** expectations but appreciate the opportunity to address his concerns. We appreciate having him as a customer and hope to have another chance to serve him in the future.

  
  If you require further assistance, please contact our Customer Relations Coordinator, Janice K********, direct at ************ or by email at **********************.

  
  Sincerely,
  
  Lindsay C*****
  Claims Compliance Specialist
  Customer and Regulatory Solutions

  Customer response

  12/28/2021

  from: J Ibarra <*********************>
  date: Dec 27, 2021, 5:37 PM
  subject: RE: BBB complaint ********
  

  Hope your holidays find you well. I recceived 2 letters from your office today 12/27/21

  
  

  The one letter dated 12/14/21 has the attached letter from Nationwide with thier respose. What they fail to acknowledge is they are the ones that told me to go get my vehicle fixed and not until after repairs were made did they notify me about the issue with the deductible.  Also they never notified me the other carrier had denied the claim. I found that info out from the other carrier Allstate.

  
  

  The second letter states that the claim is closed. Im confused as i was waiting to receive your paperwork authorizing the release of info from Nationwide which i never received from your office.

  
  

  Thank you,  * ******

  *** *** ****

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was brought to ******* ******* for repairs on Oct 20, after an accident. We have had difficulty getting an adjuster to look at the car and after 3 1/2 weeks there is still no estimate of damage nor approval to get the car fixed. The claim #*********. We have spoken to numerous “adjusters” and no one person gets anything done. Some responsibility may be the dealership. Is there any way to get the things moving so I can get my car repaired? Thank you.

  

  Business response

  11/16/2021

  This letter is in response to the inquiry filed with your office by complainant, ******* ******. We
  appreciate the opportunity to review and address her concerns.

  
  This loss is reported to have occurred on October 19, 2021, when the insured vehicle struck a
  median. Damage was caused to the undercarriage of the insured vehicle.

  
  Mrs. ****** has expressed concerns with her inability to speak with someone to resolve her claim.
  We take every complaint seriously at Nationwide and apologize the experience did not meet Mrs.
  ******’s expectations. The estimate for repairs has been completed and payment was issued on
  November 15, 2021. Mrs. ****** was provided with an update the same day. As such, this matter is
  considered resolved.

  
  Thank you for allowing us to address Mrs. ******’s concerns. If you require further assistance,
  please contact ******* ******* at ###-###-#### or by email at **********************.

  
  Sincerely,

  
  *** ****
  Claims Compliance Specialist, Customer and Regulatory Solutions

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ******* ****** was Told by Nationwide Agents that my policy covers a rental vehicle for 30 days at the rate of 25 dollars/daily. I spoke with *** **** several times from the first point of contact until September 1st. On August 24th, I informed *** **** that my car was being towed to my mechanic for repairs. *** and I spoke for several minutes. During this conversation *** **** did not mention any information about my car rental. I checked my voicemail on September 1st to find voicemails from Enterprise car rental stating that my rental had a balance. Upon speaking with an Enterprise employee I told them that I would contact my insurance company to find out why there may be a balance. I did not reach *** ****, I called and left multiple voicemails for several people and spoke to several agents through the customer service, each stating that only *** could adjust and fix my claim. My Car was ready and fixed on September 1st, and I was informed by Enterprise car rental on September 2nd that the rental car we in "overdue" status since August 23rd and they can seek criminal pursuit against me. I returned the car on September 2nd. I was charged 100.00 on September 2nd as there is still a 79 dollar balance for this vehicle. On September 1st *** **** and I corresponded via email about my claim because I stated I wanted her words in writing. When I asked *** **** why she neglected to tell me (per our conversation on the 24th or via an email) about the car rental not being paid she stated "An email was not required and I felt it was best to allow you to follow back up with me if you chose to proceed with your claim through Nationwide". After speaking with a man named ****, today on September 14, he said he was a director and that my claim would only be paid until August 27th. I told him that his employee did not tell me this and I spoke with her several times without this knowledge. **** claimed several people told me my rental would only be paid until the 27th and..

  

  Business response

  11/16/2021

  This letter is in response to the inquiry received in our office on November 11, 2021, concerning *******
  ******. We appreciate the opportunity to review and address her concerns.

  This loss is reported to have occurred on August 11, 2021, in Charlotte, NC. Based on the loss report,
  our insured, ******* ****** was operating the insured vehicle when it scraped against a speed bump
  resulting in the disruption of the vehicle’s service, to include the wheels locking, warning lights coming on,
  and noises from the vehicle. The insured vehicle was reported as being non-drivable and a rental was
  established.

  
  We spoke with Ms. ****** on August 20, 2021, and advised the rental coverage was being extended
  through Monday (August 23, 2021). We also advised she would be responsible for rental costs beyond
  that date, unless damages were found to be accident related. We attempted to inspect the insured
  vehicle on August 20, 2021, at DL Automotive in Charlotte, NC; however, the vehicle was not there so we
  attempted to locate and inspect the vehicle at the insured’s residence to expedite resolution for Ms.
  ******. Ms. ****** was alarmed by and uncomfortable with this inspection attempt and requested a
  new adjuster. We offered her the opportunity to work with another adjuster for the resolution of her claim
  on August 20, 2021, August 23, 2021, and August 24, 2021. We extended the rental through August 27,
  2021, to allow time to assess the insured vehicle and determine if this was a covered loss.

  During the August 24, 2021, conversation with Ms. ****** she expressed concerns with a desire to
  continue dealing with Nationwide and the call dropped. She was called back immediately and a message
  was left for her to return the call if she wanted to try to work towards the resolution of her claim. We were
  not able to discuss the concession for the additional rental days prior to the call dropping on August 24,
  2021. Due to Ms. ******’s concerns with the actions of the original handling adjuster, a prior request of
  no contact from Nationwide, and the question of her desire to continue dealing with Nationwide, we felt it
  best to allow her to follow back up with us if she chose to proceed with her claim through Nationwide.
  Ms. ****** contacted us on September 1, 2021, regarding a rental termination date of August 23, 2021.

  
  Ms. ****** had been previously advised the rental costs beyond August 23, 2021, would be her
  responsibility unless damages were found to be accident related. However, as previously noted, a
  concession for a rental extension through August 27, 2021, was permitted to allow time to assess the
  insured vehicle and determine if this was a covered loss. Although we had not notified Ms. ****** of this
  concession for the additional days of rental, we still worked with Enterprise to correct the original
  termination date from August 23, 2021, to August 27, 2021.

  
  We take every complaint seriously at Nationwide and apologize the experience did not meet Ms. ******’s expectations. To date, we have not been authorized to assess the insured vehicle and have not been able to confirm how many rental days, if any, should have been allowed. Our position on the last day of Ms. ******’s rental has remained unchanged. However, we are willing to review any support she has for additional rental and the evaluation of her claim.

  If you require further assistance in this matter, please contact our Customer Relations Coordinator, ******* ****** at ###-###-#### or by email at ******@nationwide.com.

  
  Sincerely,
  *** ****
  Claims Compliance Specialist
  Customer and Regulatory Solutions

  Customer response

  11/16/2021

  As seen in the email screenshot as well as available audio that may be accessed via this email response. I spoke with claims manager after seeing the unpaid charges and questioned why I was not told about the rental agreement ending. I explicitly ask why I was not notified and I receive a response via email and on a recorded phone conversation. 

  
  

  That response from *** **** (via email) agreeing to and given explanation as to why I was NOT notified of rental termination PRIOR to September 1, 2021 is clear indication that this business neglected to communicate any information about my rental contract. 

   

  In the attached voice recording Nationwide Rep, *** ****, on September 1st 2021:

   

  1. Confirms I was not notified about a review regarding the rental because she and I's "call discontinued and hasn't been able to speak with [me] again".

  
  

  2. Confirms *** and I spoke on August 24th (car was towed to shop), one day AFTER car rental agreement had ENDED and she also fails to notify me about this on that day. 

  
  

  3. Claims to have not spoken to me after call was discontinued but also admits to sending an email after our conversation on the 24th of August. *NOTE* Email gives no information regarding rental agreement nor it ending or review.

   

  This proof along with phone records and email screenshots prove Nationwide Neglected to inform me, in any manner, about a rental agreement review as well as a rental agreement ceasing.

   

  Therefore, I do not accept the response made by the business and my complaint stands.

  That response from *** **** (via email) agreeing to and given explanation as to why I was NOT notified of rental termination PRIOR to September 1, 2021 is clear indication that this business neglected to c

• Initial Complaint

  11/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Good Friday, 4/2/21, I was waiting at an intersection for the light to turn green. I was hit from behind by a gentleman insured by Nationwide who totaled my car. Fortunately, I was unhurt but my car was no longer drive able. My wife has serious medical and mobility issues so I had to rent another vehicle to transport her to various medical appointments. The cost of this rental, incurred because of this accident amounted to $1,055.83. I of course contacted my insurer, ****, who informed me I did not have rental insurance but I would be reimbursed by Nationwide. Please keep in mind, April 2nd. On 6/15/21 **** confirms that Nationwide has received all bills and documents. I heard nothing from Nationwide. On 7/6/21 **** tells me to contact ******** ***** at Nationwide, #*** *** ****. Case number is ****** As is is the case with ALL calls, I am told they are NOT AT THEIR DESK and will call back. "IF" they call back, all calls go directly to my voice mail, the phone does not ring, and, of, course, when I try to call back they are NOT AT THEIR DESK. 7/26/21 ******** ***** of ****, *** *** ****, informs me that Nationwide has ACCEPTED LIABILITY for the accident. To date NO ONE from Nationwide has contacted me or sent me any forms if needed. 8/19/21 I am informed by **** that the salvage process has been completed. 8/31/31 ******** ***** again tells me all paperwork has been sent to Nationwide. I am to contact ***** ********, *** *** ****. Again, he is NOT AT HIS DESK. He did try to contact me but again all of their calls go directly to my voicemail and I am to call them back again. On 10/7/21 **** was fully reimbursed for their losses due to Nationwide's liability. I was told to call **** ********, ********'s boss. Again, he is NOT AT HIS DESK, etc. I am informed that a "TEAM" will now be handling my claim, Now I am told it will be a TEN MINUTE WAIT, or I can leave my number for a call back. I called at 3:30 in the afternoon and NEVER received a call back. More data;

  

  Business response

  11/17/2021

  Thank you for your recent inquiry regarding a complaint you received from Mr. ***** ******. We have reviewed the claim file as well as the complaint and appreciate the opportunity to respond.
  On April 8, 2021, Nationwide accepted liability for this loss. We were advised Mr. ****** was pursuing his carrier for the vehicle damages. On April 14, 2021, Mr. ******’s agent contacted us regarding his rental. We were advised Enterprise was charging Mr. ****** $100.00 per day for a Nissan Altima. We advised the invoice could be submitted to Nationwide for review or through the subrogation process, but we owe for a reasonable rental amount per day.

  
  On October 14, 2021, we contacted Mr. ****** to discuss his out-of-pocket expenses. He requested reimbursement in the amount of $1,054.00 for rental and $1,675.00 for pre-paid warranty. We explained we don’t owe for pre-paid warranty; we owe the Actual Cash Value of his vehicle which we reimbursed his carrier. We also advised we would review the request for rental reimbursement. We attempted contact with Mr. ****** on November 2, 2021, but had to leave a message. On November 3, 2021, we offered a reasonable rental reimbursement in the amount of $303.78. Mr. ****** disagreed with our offer. We attempted to follow-up again on November 15, 2021, leaving a voicemail. After further review, a reasonable rate per day would be $35.00 for 14 days for a total of $490.00. We spoke with Mr. ****** on November 16, 2021, and presented this amount to him. Payment for the undisputed amount of $490.00 was issued to Mr. ****** on November 16, 2021.

  
  While the claim file doesn’t reflect unreturned phone calls, we regret to hear this was Mr. ******’s experience. We appreciate him giving us the opportunity to address his concerns. Our position remains unchanged. We have reimbursed Mr. ****** for a reasonable rental amount. We stand ready to assist should Mr. ****** wish to discuss this further.

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

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

  

  Business response

  12/06/2021

  December 6, 2021

  
  OH BBB
  1169 Dublin Rd.
  Columbus, OH 30228

  
  DOI File #: 16107853
  Complainant’s Name: ***** ******
  Insured’s Name: Dale Bowman
  Policy Inception Date:11/01/1997
  Policy #: 9234J083804
  Policy Type: Personal Auto
  Claim #: 760646-GL
  Company Name: Nationwide Mutual Insurance Co.
  NAIC #: 23787
  OCR Case #: 3449043

  
  Dear Ms. Catherine McLaughlin,

  
  Thank you for the opportunity to respond to Ms. ***** ******’s most recent follow-up inquiry. We have reviewed his concerns as well as the claim file and appreciate the opportunity to respond.

  
  After additional consideration and careful review, our decision regarding the rental reimbursement remains unchanged. We have reimbursed Mr. ****** for a reasonable rental amount, totaling $490.00. We were advised on April 8, 2021 that Mr. ****** was pursuing reimbursement from his own carrier; therefore, we did not continuously follow-up with him. On December 2, 2021, upon confirmation of the correct spelling of Mr. ******’s name, we reissued the check in the amount of $490.00. In the absence of any new information, our position remains unchanged. We stand ready to assist Mr. ****** should he wish to discuss this further.

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

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

  Customer response

  12/08/2021

  Hello.
  
  Once again I do not accept this ridiculous offer. I have no idea why they say I am working with my insurer. My insurer is NOT LIABLE for the actions of THEIR INSURED PARTY. They have agreed to ACCEPT FULL LIABILITY and this means the COMPLETE COST OF MY RENTAL. Since they are NOT trying to be reasonable at all, I will SEE THEM IN COURT!
  
  Thank you for your time and efforts.
  
  Best regards, ***** ******

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been treated like a criminal for making a claim that apparently matches a claim closed over six months ago despite the damage obviously being fresh. Nobody has come to in person inspect my car. They don’t want to speak to the witness. They’re interrogating me about all the claims I’ve made this year. They’re making accusations. They’re asking for confidential personal documents. Meanwhile my car is leaking and has fresh damage that occurred a week ago that should have already been repaired. What is the point of having insurance that isn’t there for you when a accident occurs?! Please assist ***** **** *********************** ###-###-####

  

  Business response

  11/10/2021

  This letter is in response to the request for assistance filed with your office by Ms. ***** ****. Ms. **** has expressed her disapproval of the service provided by Nationwide Ins Co Of America (hereafter Nationwide) regarding her recent auto claim.
  

  On October 29, 2021, Ms. **** notified Nationwide of damages to her vehicle from a collision occurring earlier that day. Ms. **** stated when she was pulling her vehicle into the garage, the driver's front of the vehicle collided with the garage and she accidentally drove over a box of playground equipment. Ms. **** reported exterior damages and an unknown fluid leaking from her vehicle. Our investigation into the claim identified potential coverage concerns, and the claim is still pending resolution. We will continue to investigate the loss in a timely and thorough manner and will advise Ms. **** on the outcome once determined.

  On behalf of Nationwide, we regret the service provided did not meet Ms. ****’s expectations. Nationwide strives to protect people, businesses, and futures with extraordinary care. We appreciate the inquiry and the opportunity to address Ms. ****’s concerns. We take customer service very seriously and continuously strive to improve our service.

  Thank you for the opportunity to review our claim handling and respond to the concerns presented by Ms. ****. If you require further assistance, please contact our Customer Advocacy Coordinator, ******* ********, at ###-###-#### or by email at ***********************

  
  Sincerely,
  Matt Koons
  Claims Compliance Specialist
  Customer and Regulatory Solutions

  Customer response

  11/10/2021

  The claim was not stated correctly by the business nor have they updated or communicated with me regularly. On October 29th, I was returning home at 6am. I was attempting to avoid scraping against my fiancé’s truck. In the process of doing so, I scraped against the exterior wall coming into my garage on my drivers corner. In the process of straightening my car out I smacked into a box containing heavy steel playground equipment. My car has been leaking ever since. A couple weeks ago a rock flew up off the highway and cracked my windshield. Nationwide, rather than repair my car is interrogating me. I changed my policy on October 27th and they’re claiming I did so to file a claim on the 29th and that this incident didn’t occur. They also had no interest speaking to my fiancé who witnessed this incident nor physically inspecting my vehicle to verify that this did indeed happen. Instead they are claiming this is damage from April and that it looks identical to April damage. Despite me scraping the garage several times on the same side and same way with my previous Chevy. They are claiming that they because I stated an increase in income being the cause to change my policy that they need pay stubs. In April my fiancé buffed the scratches and they want receipts, which I sent, and they also are suspicious of because we already had the paint fixer on hand since Jan 2020. They are refusing to fix my vehicle and claiming I’m lying about this current incident. It’s appalling to be so heavily questioned and told that I’m a liar when this damage is quite obviously recent. I buffed the scratches with the same solution with my fiancé’s help and took photos this time to prove accuracy of my statements

  
  Regards,
  
  ***** ****

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 29, 2021, I was sent a Notice of Nonrenewal by Nationwide, a company I had for 8 years and with whom I have never filed a complaint. During the months that followed I researched other homeowner's insurance with many potential insurers. The bottom line was that I would have to go with the ********** **** **** **** ********* no matter who I went with. This increased my insurance from approximately $500/year to $2500/year. After getting approval from the ********** **** **** and submitting $800, I was able to obtain insurance from ******* ********* *******. Five days after signing everything and submitting the money, I received another letter from Nationwide stating that because of the wildfires this summer, they would give me leniency and insure me for another year at the rate of $1700/year with the understanding that it would only be for the year. At this point it would have been difficult to undo everything and get my money back from *******. To be treated this way and have an insurance company act so unprofessional is not what I would expect and I resent that I will be paying $600 more for insurance because of the lousy timing of Nationwide in getting information to me. Also, because they canceled me in the first place when they were going to turn around and reinstate me.

  

  Business response

  11/09/2021

  Our Company has had the opportunity to review Ms. ******* inquiry and we previously spoke with her
  regarding this issue directly on October 27, 2021. Our Company has offered Ms. ***** a renewal for the
  2021-2022 term. During the phone call on October 27, 2021, Ms. ***** indicated that she did not want to
  make any changes to her policies and accept our offer of renewal but wanted the difference in premium.
  We indicated that we would not be able to provide her with any reimbursement and in order to take
  advantage of any potential savings from the current program she had elected, she would need to accept
  our reinstatement renewal offer. Ms. ***** filed a ********** ********** ** ********* inquiry seeking a
  refund in premium (similar to the present inquiry). Our Company responded in writing to Ms. ***** on
  November 9, 2021, indicating that we would not be able to provide a refund for any difference in premium
  between the replacement coverage she chose with another carrier and our renewal offer. As explained
  previously to Ms. ***** on the phone and in the letter mailed, she would need to accept our renewal offer
  in order to take advantage of any savings in premium.
  If you require further assistance, please contact **** ****, at ###-###-#### or by email at
  *********************
  Sincerely,
  ******* ****
  Consultant – Customer and Regulatory Solutions

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In August of 2021 I started riding a motorcycle and received my first motorcycle insurance. The insurance company I called was same as my auto and home insurance provider, ******* ********* ******, Part of ****** ********* ****** in ********* ****. The agency quoted me, over the phone at $210 for full year of insurance coverage and I was able to pay $192 up front to cover the whole year at once with a discount which I did. A few weeks later I got a policy in the mail with a bill! The policy said my insurance was $400 a year and that I owed $40 for insurance. I called the agency and the agent said she would look into it. She came back saying it was my driving record, which caused it to go up but my record is clean! She screwed up and someone how put my sons driving record on my motorcycle insurance. I was on her for two months to fix it but she could not. I switched companies and asked for my money back, Nationwide Insurance says I owe them $110 but in reality they owe me a refund.

  

  Business response

  10/27/2021

  Thank you for your recent inquiry regarding a complaint you received from ******* *******. Mr. ******* expressed concern regarding the balance due of $108.71 on the above cancelled recreational vehicle policy and the expectation of a refund. We appreciate the opportunity to research this matter.
  The recreational vehicle policy began effective August 17, 2021 to August 17, 2022 for $398.77 insuring a 2005 Suzuki S50K5 and ******* ******* as a rated driver. The policy was started without a down payment and there is no record of receiving a payment. The ****** ********* ****** was contacted, and they confirmed they have no record of a receiving a payment toward this policy.
  
  The policy was cancelled effective October 5, 2021 per the customer's request and the unearned premium was calculated according to the short rate provisions contained in our manuals as outlined on page 21 of the policy contract (attached). The final balance owed for unpaid coverage provided from August 17, 2021 to October 5, 2021 is $108.71.
  
  Mr. ******* mentioned that the driving record that includes a speeding violation and an at fault accident belongs to his son and not him. Please note the speeding violation dated June 14, 2020 and the at fault accident dated May 30, 2021 are appearing as though they belong to Mr. ******* according to information contained in the motor vehicle report and the auto loss history report respectively. If this is inaccurate, Mr. ******* will need to dispute the speeding violation with the motor vehicle bureau in the state this violation was charged (*******). The accident dated May 30, 2021 will need to be disputed with either Lexis Nexis (###-###-####) or the insuring company that reported the claim (******* ****** *********).
  
  After reviewing this matter fully, we are extending a courtesy to Mr. *******. The policy cancellation has been adjusted from a short rate to a pro rate and the cancellation credit is based on the annual premium of $253.35 (premium without the accident or violation). The final balance owed for unpaid coverage provided from August 17, 2021 to October 5, 2021 has been revised from $108.71 to $50.00. Mr. ******* may contact his Agent at ###-###-#### or our service center at ###-###-#### to make a payment.
  
  If you should have any questions or wish to discuss the matter further, please feel free to call ***** ******** Customer Advocacy Coordinator, at ###-###-#### or email at ***********************.
  
  Sincerely,
  ****** ******
  Specialist
  

  

  Business response

  11/03/2021

  Thank you for your inquiry regarding a rebuttal you received from ******* *******. Mr. ******* stated he made a payment of $192.00 on the above-mentioned policy insuring his motorcycle. As stated in our response dated October 27, 2021, we have no record of receiving a payment toward this policy and neither does the ****** ******. If Mr. ******* can forward a payment receipt or bank statement, we can further research this matter.
  Our company removed the speeding violation and at fault accident. We appreciate Mr. ******* providing our company the necessary documentation which demonstrated the violation and accident belonged to his son. The annual premium without the violation or accident is $253.35. While this is different from the quote Mr. ******* advises he received from the ****** ******, the rates are in accordance with our filed rating plan with the state of North Carolina.
  The final balance owed for unpaid coverage provided from August 17, 2021 to October 5, 2021 has been revised from $108.71 to $50.00. As mentioned, if Mr. ******* can provide documentation of his payment, we are happy to look further into this matter. Without proof of payment, there is nothing further we can do as we’ve exhausted all search methods to locate a payment from Mr. *******.
  
  If you should have any questions or wish to discuss the matter further, please feel free to call Kriss Collins, Customer Relations Coordinator, at 919-278-1504 or email at [email protected].
  
  Sincerely,
  
  ****** ******
  Specialist

  Customer response

  11/08/2021

  
  I accept the business's response to resolve this complaint. After digging deep for evidence of my payment I could not find it. The insurance agency in Ohio, representing Nationwide, out of ***** ********* was unable to explain why they took my card information and never actually  processed the payment. This entire issue falls back on poor service provided to me by them. I have paid the $50 owed, thank you. 
  
  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. ↩