ComplaintsforNationwide

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complaint taken over phone by H363137**3238313831H representative BA.Consumer was paying $157.45 monthly for a bundled auto/homeowners insurance for a 2012 ****** and a 2001 ****** Camry. The ****** was totaled in May of 2023. Payments are taken automatically from his checking account. In April 2024, he received he received a letter stating they were dropping insurance on the ******. The new monthly billing for the homeowners insurance and insurance on the ****** will be $85.97. Consumer spoke with an agent on 5/21 about reimbursement for the months that he paid for the ****** and was told this will be a &#**;long call.&#**;

  

  Business response

  06/07/2024

  **************************************************************************
  Thu, Jun 6, 4:20 PM (15 hours ago)
  to disputeresolution
  
  
  
  Better Business Bureau Of *************
  **************
  ******************-1919
  
  
  
  June 6, 2024
  
  
  Nationwide OCR Ref #: 3609219
  BBB File #: 21747323
  Complainant Name: ***************************
  
  Dear Better Business Bureau Of *************:
  
  Due to the authorization form not being received, we will address this case directly with the complainant.
  
  Sincerely,
  
  ***********************************
  Nationwide Property and Casualty Insurance Company
  Consumer Response Representative
  **************

  

  Business response

  06/26/2024

  June 26, 2024
  

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

  
  BBB Complaint #: ******** Complainant Name: ***************************
  Policy #: 9234J ****** Company Name: Nationwide Property and Casualty Insurance Company OCR Ref #: 360921

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

  
  We have received the recent inquiry from ***************************, regarding personal Auto policy 9234J ******, and the concerns regarding the removal of a vehicle and refund. We would like to address those concerns.

  
  Mr. ******* Auto policy renewed for the term effective ******* 7, 2024, through July 7, 2024, insuring himself and a 2012 ****** and 2001 ******* with a term premium of $852.57. **************** is enrolled in a monthly automatic payment plan. The monthly premium billed was $142.10 (may adjust by $0.01), plus the Tenant monthly premium of $13.36, and a $2.00 installment fee. Payments were received for ******* through April.

  
  On April 7, 2024, Mr. ******* 2001 ****** Camry was originally removed effective April 2, 2024. A pro rata decrease of $144.98 was applied for the rest of the term, reducing Mr. ******* payments for the Auto policy to $69.61 (may adjust by $0.01) for *** and June.

  
  On *** 21, 2024, **************** reduced the Comprehensive deductible from $500 to $100 effective that same date, which resulted in a pro rata increase of $15.01.

  
  On June 3, 2024, a renewal offer for the July 7, 2024, through ******* 7, 2025, term was issued with a premium of $679.95, to be billed over six-monthly installments of $113.33.

  
  On June 20, 2024, effective the same date, the 2012 ****** was replaced with a 2013 **** F150, which resulted in an increase of $338.48, encompassing a pro rata increase of $27.06 from June 20, 2024, to July 7, 2024, and a full-term increase of $311.42 for the July 7, 2024, through ******* 7, 2025, term.
  Our company has removed the 2001 ****** back to *** 24, 2023. A refund of $433.03 is being issued via US Mail to **************** and should be received within seven to ten days of the date of this letter. The refund breaks down as follows:
  ?
  *** 24, 2023, through July 7, 2023: $56.29
  ?
  July 7, 2023, through ******* 7, 2024: $246.59
  ?
  ******* 7, 2024, through April 2, 2024: $130.15

  
  Mr. ******* account has been adjusted to account for the above-mentioned changes. Mr. ******* Auto policy will bill $172.24 for the six-monthly installments of the July 7, 2024, through ******* 7, 2025, term. This includes the renewal premium of $679.95, the increase of $15.01 from the change on *** 21, 2024, and the increase of $338.48 from the change on June 20, 2024. This bill will also include the monthly premium for the Tenant policy and applicable installment fees.

  
  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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We've had an utterly disappointing experience dealing with our homeowners claim for hail damage to our entire roof. As loyal customers for over a decade, the level of communication has been nothing short of embarrassing. Not once, but twice, they've attempted to issue minimal payment for roof 'repairs' and close our claim without engaging us directly. To compound matters, we've only received email notification, not a phone conversation, that an inadequate payment check is enroute to us for a second time in an attempt to get us to 'go away'. Our entire roof has sustained hail damage, yet they've failed to provide the documentation we've requested now twice regarding the inspectors' findings due to the conversation we had with the inspector and what they state is in the report contradicting one another.This lack of transparency and attempt to resolve the matter without proper consultation is unacceptable. 

  Customer response

  05/22/2024

  
  *********************** <********************>
  Attachments
  9:29 AM (28 minutes ago)
  to disputeresolution, *******
  
  Please see the signed authorization attached in reference to Complaint
  ID#********
  

  
  

  

  Business response

  05/28/2024

  From: <**************************************************************************>
  Date: Fri, May 24, 2024 at 3:50 PM
  Subject: BBB ******** *********************** - Nationwide OCR Ref # *******
  To: <********************************************************>
  
  
  
  
  Better Business Bureau Of *************
  **************
  ******************-5627
  
  
  
  May 24, 2024
  
  
  Nationwide OCR Ref # *******
  
  
  Dear *********:
  
  I hope this email finds you well. My resolvers are currently working diligently to research all matters pertaining to this complainant's claim. Due to the long holiday weekend we are kindly asking for an extension to provide the best response/resolution possible. Would 05/31/2024 be an acceptable time to submit our response?
  
  Thank you kindly,
  
  Sincerely,
  
  
  
  
  
  *************************
  Nationwide Insurance Company of America
  Customer Relations Coordinator
  **************

  

  Business response

  06/05/2024

  June 5, 2024
  

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

  
  BBB Complaint #: ******** Complainant Name: ***********************
  Policy #: 5219HR124272
  Coverage Type: Homeowners
  Claim #: 550672-GP
  Company Name: Nationwide Insurance Company Of America
  OCR Ref #: 3606915

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

  
  Thank you for your recent inquiry regarding a complaint we received from ***************************. We have reviewed the complaint and the claim file, and we appreciate the opportunity to address the concerns.

  
  A claim was reported to Nationwide on March 20, 2024, for hail damage at **************** residence on September 8, 2023. We attempted to contact ************ on March 21, 2024, and spoke with ************ the following day to discuss the claim. She informed us that a contractor had inspected her roof and found hail damage to the shingles, downspouts, and a leak around the skylight. We discussed coverages and arranged for an inspection of the residence.

  
  Nationwide engaged a third-party vendor to inspect **************** residence. We reviewed the inspection report on April 6, 2024, which showed hail damage on the right and back slopes, interior water damage, and damage to the roof accessories. **************** contractor also pointed out items during this inspection for review. An estimate for the repair of the damaged areas was completed on April 9, 2024. We attempted to discuss the estimate and left a voicemail for our insured the same day. A payment was issued for the damages found in the amount of $2,667.03.

  We spoke with ************ on April 12, 2024, and informed her that her roof was inspected while her contractor was present, and the estimate was written for the damages found.

  We told her that her contractor could submit additional documentation for further review. At her request, we contacted her contractor later the same day. We discussed that hail was found on the right and back slopes, and we had completed a repair estimate. **************** contractor indicated the shingles were discontinued and, therefore, those slopes should be replaced. We informed **************** contractor we would obtain a shingle sample to determine the availability of the shingles. **************** contractor advised they would send additional photos for review. We later advised ************ regarding our conversation with her contractor. We again spoke with **************** contractor on April 15, 2024, and reiterated our request for photos.

  
  The inspection to determine the availability of the shingles occurred on April 25, 2024. We contacted ************ and her contractor on April 27, 2024, advising that we had received an update that the sample had been taken, and we awaited the results. We updated ************ on May 2, 2024, that we still awaited the results. On May 3, 2024, we updated Mr. and ************ that we had received the results and would follow up once the estimate was completed. We provided a status update on May 14, 2024, advising that we were working quickly to complete our review.

  
  Nationwide followed up with Mr. and ************ on May 17, 2024, and left a voicemail explaining the estimate and payment in the amount of $1,165.04 was issued. A Partial Denial was issued, explaining we would not owe to match undamaged shingles. An email was sent the same day with a copy of the estimate, directions on obtaining the recoverable depreciation, and a Partial Denial letter. We also spoke with **************** contractor and advised that his estimate contained items that were not storm-related and, therefore, not approved. Additional information was received from Mr. and **************** contractor on May 21, 2024. We left Mr. and ************ a voicemail on May 22, 2024, to further discuss the claim and our position. Nationwide again left a voicemail for Mr. and ************ to discuss further their claim on May 23, 2024, and May 29, 2024. A copy of the inspection photos was emailed to Mr. and ************ on June 1, 2024.

  
  As part of our ongoing review, we attempted to again contact Mr. and ************ via phone and email on June 4, 2024. The estimate was updated on June 5, 2024, and a payment was issued in the amount of ********. We again attempted to reach Mr. and ************ by phone. We also advised our insureds we would engage an engineer to complete an inspection of the roof. Once the inspection occurs, we will follow up with Mr. and ************. Should Mr. and ************ wish to discuss their concerns, Nationwide stands ready to assist. We appreciate your inquiry and the opportunity to address our insured's concerns. We regret to hear our service didn't meet their expectations. We take customer service very seriously and continuously strive to improve our service.

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

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

  Customer response

  06/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21744130
  
  I am rejecting this response because: 

  We are perplexed as to why three payments in the amounts of $6,307.81, $1,165.04, and $2,667.03 for a total of $10,139.88, which falls significantly short of the $30,000.00+ quote we received to replace the roof, have been issued without a direct discussion with us regarding the resolution. We are not accepting these payments as a final resolution, and they should not have been issued yet under these circumstances in hopes that we 'go away'. Furthermore, the inspections had not been completed, meaning decisions are being made without gathering all necessary facts.

  Additionally, it is concerning that our request for the documentation from Seek Now, the original inspector, has not been addressed. The refusal to provide the actual findings from this inspection is troubling and lacks transparency. Please provide the requested documentation from Seek Now at your earliest convenience.. It is also concerning that the claim is showing as closed even though it is very much open and still in discovery and they are working to send out another inspector.

  Furthermore, it is concerning that as a multi-billion dollar company, Nationwide is depreciating our roof despite the fact that it is damaged in multiple areas from the hail damage and the shingles cannot be matched. It is unacceptable that Nationwide is willing to mismatch the roof on a half a million dollar house. 
  

  Thank you for your attention to this matter.
  
  Regards,
  ***********************

  

  Business response

  06/13/2024

  June 13, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *********************************br>********, ** 43215-1005

  
  BBB Complaint #: ******** Complainant Name: ***********************
  Policy #: 5219HR124272

  
  Coverage Type: Homeowners Claim #: 550672-GP Company Name: Nationwide Insurance Company Of America OCR Ref #: 3606915

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

  
  We are in receipt of your additional correspondence regarding the above noted file for ***************************. We appreciate the opportunity to review and address her concerns.

  
  The payments that have been issued were based on the initial inspection and estimate. These payments cover the undisputed damages to the right and back slope. In contrast, Ms. ***** contractors estimate accounts for the entire roof. Although the claim file was initially closed, (we have reopened the claim file) as we are conducting further inspections to gather all the information. We are currently awaiting the results of the engineers inspection and the subsequent report. We have attempted to engage in direct discussions with Mr. and ************ and have left voicemails inviting them to contact us. We will follow up with Mr. and ************ once we have received the engineers report.

  
  Nationwide also acknowledges Ms. ***** request for the documentation from Seek Now. On June 1, 2024, a copy of the inspection photos was emailed to Mr. and ************. The Seek Now report is a tool utilized to assist with the evaluation and investigation of the claim presented. Final claim coverage and evaluation determinations are made by the claim handler and do not rely solely on the inspection report provided by Seek Now. Seek Now does not determine coverage or make coverage decisions.
  

  
  We understand Mr. and Ms. ***** concerns about depreciation and the potential mismatch of the shingles. On May 17, 2024, we issued a Partial Denial letter, which clarified that we would not match undamaged shingles as per the terms of the applicable policy language. While the policy includes replacement cost coverage, a letter was issued on June 5, 2024, explaining how to recover the depreciation.

  
  We appreciate Ms. ***** patience and understanding as we diligently work to address her concerns. We value open communication and invite ************ to contact us directly should she wish to discuss her concerns further. If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ************************* at ************ or by email at **********************************.

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

  
  

  Customer response

  06/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21744130
  
  I am rejecting this response because: 

  I still haven't received the original roofing inspection report from Nationwide, despite multiple requests. The inspection was conducted by Seek Now, and I'm not sure why it's being withheld. Please email the report to me as soon as possible. Additionally, my shingles haven't been repaired where the sample was taken, and I haven't received the sample back. There is currently a missing shingle on my roof. When will this be replaced? We have an inspector coming tomorrow, so we'll see what Nationwide has to say this time - my contractor will be there to meet them. I prefer to have all communication in writing at this point.

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

  

  Business response

  06/26/2024

  June 26, 2024
  

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

  
  BBB Complaint #: ******** Complainant Name: ***********************
  Policy #: 5219HR124272
  Coverage Type: Homeowners Claim #: 550672-GP Company Name: Nationwide Insurance Company of America OCR Ref #: 3606915

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

  
  We are in receipt of your additional correspondence regarding the above noted file for ***************************. We appreciate the opportunity to review and address her concerns.

  
  As noted in prior communications, the Seek Now report is a tool utilized to assist with the evaluation. This report is Nationwides work product and we have shared the photos from the inspection with ************.

  
  The shingle sample was taken from an undamaged slope. Nationwide revised our estimate to include replacing this slope and have issued an additional payment of $6,307.81, as noted in our response of June 5, 2024.

  
  The engineer recently completed his inspection and Nationwide is awaiting the completed report. Nationwide left messages for both ********************* and *********************** on June 24, 2024, and June 25, 2024. A status email was also sent to the Grafs on June 25, 2024.

  
  We appreciate Ms. ***** patience and understanding as we diligently work to address her concerns. As soon as we receive the engineer report, we will reach out to her to review the findings.

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

  
  Kind Regards,
  

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

  Customer response

  06/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21744130
  
  I am rejecting this response because: 

  We will wait to see what the report comes back with. I understand Nationwide uses the report from SeekNow, but what I don't understand is why they are not sharing the report itself to show US the policy holders, what was found our OUR roof. Also, where were these pictures shared to?
  
  Regards,
  
  ***********************

  Customer response

  07/04/2024

  This complaint is not resolved. Even in Nationwide's last reply they are waiting on the Engineers findings. Please reopen until resolution is provided and all results are final.

  Customer response

  07/10/2024

  *********************** <********************>
  Thu, Jul 4, 10:33 AM (6 days ago)
  to Better
  
  This complaint was closed but should not be as it is not resolved. We are still waiting to hear back from the Engineer report and Nationwides response. Please reopen this complaint as unresolved, and Open.
  
  Thank you,
  *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying since February to roll over my retirement funds to my local credit union. After a long time, they finally sent the employer portion to my credit union. However, MY portion, which I paid in after I paid taxes on it, was done incorrectly. They sent the check to my credit union, minus State of Michigan taxes. These taxes were PAID. Plus, it was a ROLL OVER, which is NOT taxed anyway!

  They claim the administrator that filled out the paperwork did not say it was a roll over. Angie Cuson, the administrator, says her form clearly stated it was a roll over, thus not taxable. Either way, Nationwide removed nearly two thousand dollars of MY money to send to the State of Michigan incorrectly. They are REFUSING to send me the balance that they owe me, stating I have to return the entire amount first. There is a snowballs chance in hades that is happening, since the check will be swallowed up into a black hole and I will never see the funds again, or at least not for a long, long, long time. All they need to do is send me the portion they incorrectly withheld from my roll over! How freaking hard is that? They are the ones that made the error! Dealing with Nationwide has been a nightmare beyond belief, and I have already complained two previous times to the BBB without any reply from you. PLEASE get this incorrectly withheld tax money sent to me!

  

  Business response

  05/30/2024

  Thank you for bringing this matter to our attention. We are working directly with the participant to address their concern. Should the participant need further assistance they have contact information for one of our managers who is assisting them and he is happy to address further concerns. 

  Customer response

  05/30/2024

  I finally did hear from Nationwide TODAY, and he told me they would be forwarding the incorrectly withheld tax money either this week or the beginning of next week to my Credit Union.  As long as this occurs, I will be satisfied.
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ****

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had monthly car insurance payments drafted from my bank account on the 4th of every month for 4 years, now cancelled my plan on 3/4/2024 and still being charged $282.60 after monthly payments were made on time. Was sent to a credit agency for payment.

  Customer response

  05/23/2024

  
  ***** ********* <*****.*********@gonzaba.com>
  Attachments
  May 22, 2024, 4:54 PM (14 hours ago)
  to Better
  
  Please see attached documents for case.
  

  
  

  

  Business response

  05/23/2024

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

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

  
  We are in receipt of your correspondence dated May 22, 2024, as it pertains to your file number above, and the complaint submitted by ***** ********* regarding Personal Auto policy ***********. We appreciate the opportunity to review and respond to your inquiry.

  
  Per our records, Mrs. ********* was enrolled in automatic monthly payments from her bank account on the 4th of each month. A payment of $252.60 was submitted to the bank for the March 4, 2024, due date, prior to the policy being canceled at her request effective March 4, 2024.

  
  At the time of the cancellation, our company believed the payment of $252.60 had been received and issued a refund back to the bank account on file in the amount of $257.53. The refund also included a pro-rated credit for policy changes made effective March 2, 2024. However, on March 6, 2024, the $252.60 payment was returned by the bank with a reason code of Payment Stopped.

  
  As we did not receive the payment and had already issued the full refund to Mrs. *********, we requested those funds back, along with the returned item fee of $30. A bill for $282.60 was sent on March 8, 2024, and again on March 28, 2024, to the email on file. When payment was not received, the balance was referred to the collection agency.

  In summary, the collection balance is valid and cannot be waived. Mrs. ********* may contact the collection agency directly to submit payment.

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

  Sincerely,

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

  Regulatory Solutions Specialist

   

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  04/23/2024

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

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

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

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

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

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

  Customer response

  05/24/2024

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

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  04/01/2024

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

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

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

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

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

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

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

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

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

  
  

  Customer response

  04/15/2024

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/08/2024

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

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

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

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

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

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

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

  Customer response

  03/12/2024

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

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

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

   Regards,

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/13/2024

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

  Customer response

  02/13/2024

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/12/2024

  February 12, 2024
  

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

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

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

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

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

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

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

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

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

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

  Customer response

  02/13/2024

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

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

  

  Business response

  02/21/2024

  Good morning. Please see the attached. Thank you. 

  February 20, 2024

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

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

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

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

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

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nationwide Insurance will not reimburse me for roof replacement.

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

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

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

  

  Business response

  01/22/2024

  January 22, 2024
  

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

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

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

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

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

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

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

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

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

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

  Customer response

  01/28/2024

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

*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. ↩