Complaints
This profile includes complaints for Nationwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 195 total complaints in the last 3 years.
- 37 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a Nationwide home and auto customer for 20 years.
In March, I needed a new roof due to hail and wind damage. I had 5 roofers out all saying the same thing, hail and wind damage. 2 of the roofers sent photos to the agent, Mr. ****. An engineer came out and made a report, which I have not seen. He sent the report to Mr.**** in claims.
I spoke to 2 agents, **** ****** and ***** ****. I have been told for several weeks by Mr. **** that he is still looking over the engineer's report.
Nationwide issued me a check for $160.59! which I sent to the Insurance Commissioner of Mississippi.
Nationwide keeps dragging this out, not wanting to pay. I have contacted an attorney, hoping that would help my claim. The purpose of insurance is to use it when needed. I am 75 years old and should not have to go through this after being a customer and maybe using Home 1 time.
Business Response
Date: 05/30/2025
*****************
Thank you for your recent inquiry regarding the above-referenced claim filed by Ms. Glenda *******. We appreciate the opportunity to respond to her concerns and provide additional context regarding the handling of her claim. At Nationwide, we value our policyholders and take pride in delivering fair and thorough claims service. We especially recognize and appreciate Ms. *******’s loyalty as a customer of over 20 years and understand the frustration she has expressed throughout this process.
This claim was filed under a Mississippi Homeowners policy underwritten by Nationwide General Insurance Company (Nationwide). The reported date of loss was March 16, 2025, and the claim was initiated the same day under claim number *********. Ms. ******* reported hail and wind damage to her roof following a storm event. She also noted water stains in her bedroom as a result. In response, we promptly initiated an investigation, which included multiple site inspections and ultimately a third-party engineering evaluation by EFI Global. The decision to engage an engineering firm was made due to conflicting assessments from various contractors regarding the extent and cause of the damage.
The initial inspection noted one windstorm-damaged shingle which had caused interior damage to the bedroom ceiling. It was determined that a repair was warranted. No hail damage was identified to the roof itself; however, there was hail damage to the gutters and rain cap. Ms. ******* disagreed with the decision, as she had two roofers inspect the roof, both of whom confirmed hail damage. She requested that the claims associate speak with one of those contractors and asked for a reinspection by a different inspector.
The claims associate spoke with Ms. *******’s contractor, who advised that the roof was damaged by hail, with punctures in the shingles due to impact. He indicated he would submit photos for review. A reinspection was set up with a different inspector. The reinspection identified two additional shingles with wind damage. There was no additional damage identified on the exterior elevation, and no hail-related damage was found. The roof surface exhibited significant granule loss and blistering.
The claims associate contacted Ms. ******* to review the findings of the second inspection. She expressed concern about not receiving approval for a full roof replacement, especially given her long-standing policy and the opinions of multiple contractors. The associate explained that due to inconsistencies in the submitted photos and inspection findings, Nationwide would proceed with an engineering evaluation to ensure a fair and accurate assessment.
The engineering inspection was completed by EFI Global. Their report concluded that the asphalt shingles on Ms. *******’s roof did not sustain functional damage from hail. While minor cosmetic hail impacts were observed on metal components such as gutters, downspouts, and roof vents, these impacts did not impair the functionality of those components. The report further noted that the granule loss observed on the shingles was consistent with natural aging and inadequate attic ventilation, rather than storm-related damage. Based on these findings and the terms and conditions of Ms. *******’s policy, coverage was extended for the cosmetic damage to the metal components. This resulted in a payment of $160.59, which reflected the covered damage after application of the policy’s $2,500 deductible.
We acknowledge that the time taken to resolve this claim exceeded expectations. Much of the delay was due to the need for clarification from the engineering firm to ensure that all potential damage was properly evaluated and that our coverage determination was accurate and complete. We regret any inconvenience this caused Ms. *******.
We are also aware that Ms. ******* has already replaced her roof and that doing so required her to withdraw funds from her retirement savings. We empathize with the financial burden this has placed on her. While we must adhere to the terms of the policy and the findings of our investigation, we remain open to reviewing any new or additional information that Ms. ******* or her representatives may wish to provide.
Nationwide is committed to fair, timely, and compassionate claims handling. We appreciate the opportunity to address this matter and hope this response provides clarity regarding the steps taken and the rationale behind our coverage determination.
If there are any questions or if further assistance is needed, please contact our Team Lead, ****** *******, at ###-###-#### or by email at **********************.
Sincerely,
***** ******
Specialist, Regulatory Solutions
Enclosure(s)Customer Answer
Date: 06/03/2025
Nationwide said they sent 2 engineers out. NO the first was not an engineer, he advised me he just took pictures, so I requested a reevaluation.
I have contacted an attorney. There is no need for this to continue dragging on because a dishonest company does not honor a customers claim.
Initial Complaint
Date:05/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Referencing: Claim number ******GQ Policy: 78 42 HR ******
I, **** *****, filed a claim due to hailstorm and wind on March 2, 2025 for my residential address at **********************************************. Contacted Nationwide representative ******* ********* with the claim and issued Nationwide's inspector to come out to work with ****** Roofing Contractor. I requested with Nationwide and Nationwide sent an inspector of their choice.
When the inspector arrived with the contractor and inspected the damages on my property, they found excessive hail and wind damages and a lot of shingles scattered all over the property. When the inspector finished, he concluded that I needed a new roof. The inspector found damages on the 2 sheds located in the backyard and in the patio. He mentioned he does not make the decisions but will provide the information to Nationwide's adjuster. I did not hear from anyone at Nationwide for 15 days.
Nationwide called me that they had the results from the inspector saying that they will be removing 103 repairs on the roof. I do not agree with the results because my whole roof is damaged. I have at least three leaks since my claim. It's not acceptable and need a reevaluation with a new licensed adjuster.
******* from Nationwide was being very aggressive over the phone and disrespectful by hanging up and saying I do not have any right. I felt discriminated because of my language barrier. I spoke to the supervisor and was acting the same way aggressive and disrespectful and not wanting to help on my claim. I felt like they were ignoring the issue for which I am paying monthly for.
They said they were going to send an engineer/architect, but I didn't agree or accept because I asked for the licensed adjuster.
They said they were going to send an adjuster recently after 4 weeks and still have not heard from them.
Customer Answer
Date: 05/22/2025
From: '*********, ********' via Dispute Resolution - Shared Inbox <********************************************************>
Date: Tue, May 20, 2025 at 9:55 AM
Subject: [secure] Re: **** *****
To: ******************************************************** <********************************************************>
Truist Data Risk Classification: [-Private-]
******** *********
Relationship Banker / Truist
**********************************************
Office: ************
NMLSR# *******
********************************************************Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau Of Columbus Ohio ************************************** DOI File #: ******** Complainant Name: **** *****
Insured Name: **** & **** *****
Inception Date: 04/04/2013 Policy #: 7842HR048661 Coverage Type: Dwelling Claim #: 363557-GQ Company: Nationwide Mutual Insurance Company NAIC #: ***** OCR Ref #: *******Dear ********* **********:
We are in receipt of your correspondence dated May 22, 2025, as it pertains to your file number referenced above, and the complaint submitted by **** ****** We appreciate the opportunity to review and address Mr. ****** concerns.
On March 10, 2025, a claim was filed under Mr. ****** Texas Nationwide Mutual Insurance Company (hereinafter Nationwide) policy for potential windstorm related roof damages occurring to his residence on March 2, 2025. On March 19, 2025, a third-party company completed an inspection of the residence. On April 1, 2025, after reviewing the inspection results, we completed an estimate and released payment to Mr. ****** We also issued a partial coverage denial letter to Mr. ****** due in part to the presence of hail damage which was not associated with the reported date of loss.
Due to ongoing concerns about our evaluation, we requested an inspection by an Engineering firm; however, the representative from the Engineering firm was declined access to the property by Mr. ****** On behalf of Nationwide, we regret the service Mr. ***** received to date has not met his expectations. We respectfully request the cooperation of Mr. ***** with our pursuit of this inspection so we may continue to evaluate his claim.We appreciate your inquiry and the opportunity to address these concerns. 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
Personal Lines OperationsCustomer Answer
Date: 06/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23345212
I am rejecting this response because: They are denying sending a Texas Licensed Adjuster. I do not need an engineer. I need to replace my roof ASAP. My roof is heavily damaged causing 2 leaks that I see. If they keep waiting there will be more damage inside my home.
Regards,
**** *****Initial Complaint
Date:05/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing as the Durable Power of Attorney (DPOA) for my father, ***** ****, in regard to a property damage claim filed on February 14, 2025, for an incident that occurred on August 30, 2024.
***** **** has been insured with Nationwide since 1972, and has always maintained his home responsibly.
In January 2023, my father was formally diagnosed with dementia. I submitted the claim solely on behalf of ***** ****, as his wife, **** ****, has not resided at the insured address for some time and had been removed from the policy accordingly.Despite this, the issued claim check in the amount of $28,000 was made out to “***** and **** ****.”
We are now unable to endorse or deposit the check, as **** **** is no longer in contact with our family, and we have no ability to secure her cooperation.I have notified Nationwide of this repeatedly, yet have been told that the check cannot be reissued in ***** ****’s name only. This is particularly frustrating as a prior insurance check for roof repairs was correctly issued solely to ***** ****.
Due to this avoidable issue, my father is now living in unsanitary conditions — including a persistent sewage smell — because the funds required for repairs remain inaccessible. As a long-time customer of Nationwide and a vulnerable senior, this situation is unacceptable and potentially dangerous to his health.
I am formally requesting:
Immediate reissuance of the claim check in the name of ***** **** only
A formal explanation as to why **** ****'s name was included despite her removal from the policy
A commitment to prevent such errors in future claim handlingBusiness Response
Date: 05/20/2025
This letter is in response to the inquiry filed with your office by complainant, *****
***********. We appreciate the opportunity to review the complaint and would like to
address her concerns.
This loss is reported to have occurred as a result of structural damage found to
insureds, **** and ***** ****** property. The damage was assessed, a repair
estimate was written, and settlement payment made payable to both **** and *****
**** was issued.
***** ****** Power of Attorney (POA) has requested that payment be reissued in Mr.
****** name solely. We advised her both parties were listed as named insureds on the
policy at the time of the loss and both would need to be listed on the settlement check.
We take every complaint seriously at Nationwide. After careful review of this claim, our
decision remains unchanged. Nationwide’s issuance of the settlement payment will
remain in the name of both named insureds. We understand this is not the resolution
Mrs. *********** hoped for in this situation. If she submits documentation not
previously shared that she believes may be supportive of her request, it will be reviewed
for consideration.
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 requirefuture assistance, please contact our Customer Relations Coordinator, ********* *******
at ###-###-#### or by email at **********************.
Sincerely,**************
***********
Initial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought Wellness Exam and labwork coverage for 3 cats with Nationwide Pet Insurance. I had 3 wellness exams performed for each one. ALL of the paperwork, the invoices, the documentation from the vet office, etc. ALL stated that each one had a WELLNESS exam performed. Only 1 cat's exam and labwork was reimbursed. The first one was NOT because Nationwide decided to change the claim to an ILLNESS related claim which is not in their policies, simply because the first cat was prescribed Gabapentin after discussing the fact that I didn't know IF she had pain or whether she was just old and grumpy. The vet offered the prescription so that we could use it for her as well as the other cats for their future exams and shots and labwork and if the first cat felt less anxious then great. I took it. They did this fraudulently.
I've spoken to SEVERAL customer service people at NW and the first one told me that they needed "clarification" from the doctor on why she prescribed it and that it WAS a wellness exam. The doctor wrote a letter stating exactly that. I sent it to them. THEN, they denied it because she is overweight, but ALL of the cats are and the second cat who's claim WAS reimbursed who is also overweight and her medical records state that. NW picked through the first cat's medical records and FALSLY CHANGED her visit claim to an illness visit based on her medical diagnoses that she has on record *she is 15, so basically she has "pre existing" conditions that we discussed.
The second cat also had things discussed, but yet they paid hers! The ONLY reason they denied the first cat was because a medication was prescribed! NO WHERE in their policy does it state that a wellness visit can be changed to something NOT covered so that they can deny a claim, and NO WHERE in the policy does it state that that is a reason NOT to cover the exam or annual blood work! I'm not asking them to pay for medication even! They are complety fraudulent and their entire CS team IS rude!
Business Response
Date: 06/05/2025
*************
We are in receipt of your follow up email dated May 29,2025 requesting additional information related to the above referenced claim.
The claims for Zoe and Katze differ as Katze’s did not include a prescription for a medical treatment (gabapentin). The records received on March 26,2025 for Zoe indicated that the gabapentin was prescribed for pain. The notes indicate “Medications Prescribed: gabapentin 100mg as needed for pain. Discussed other options for pain control – NSAID and Solensia”. “Gabapentin 100mg” was noted on the invoice and the quantity was listed as “30”.
On April 24, 2025, an additional record was sent in by Ms. ****. It appears that there was a note added on April 18, 2025 that stated “Discussed with the owner that wellness labwork would be done today and that Gabapentin was dispensed, not for illness or injury, but so that she held still while having blood drawn. She is NOT on Gabapentin as a medication long term.”
As a compromise settlement to resolve this for Ms. ****, the claim has been reprocessed providing an additional $140 in wellness benefits.
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
Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My agent made errors in adding and deleting coverage on policy. I have emails proving it was done incorrectly. I spoke to a woman at Nationwide who was going to gather all the information, contact me so we could make sure were done accordingly and not one word.
My agent sends information that takes a pro to weed through. I have since cancelled policy. There is a balance due which i have no issue paying but not until I verify things were done correctly.
I have the emails to prove of these changes.
The reason why I have had to go this route for communication, the phone numbers agent provides throws me back to their office. He stated to call after hours. This always responds closed. Not one single number provided or found online allows me to get to a LIVE person at Nationwide.Business Response
Date: 05/19/2025
*************
Thank you for the opportunity to address the concerns from Ms. ****** regarding her Nationwide Auto policy.The agency has the first right to service their customers' files. When a customer calls our Service Center, the IVR checks the agency preference and routes the call to either the Service Center or the agency office. If the customer calls back after being routed to the agency, the IVR recognizes the return call and connects them to the Service Center promptly, informing associates to assist. Otherwise, the customer is routed to their agency.
On March 27, 2025, Ms. ****** and her agency contacted our service center about the balance due. The agency inadvertently left Comp, Coll, and Rental coverages on the 2007 Ford. The policy was corrected, effective February 17, 2025, and the balance due adjusted to $344.18. Updated notices were mailed to Ms. ******. Enclosed is a policy breakdown, outlining the changes made to the policy, and the calculation of the balance due for reference.
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 Answer
Date: 05/20/2025
**************
I will compare their attachments to my emails. It is not just one vehicle. Might take a day or two to pull and go through them all.
Their phone system dies not work that way. It's been tried. Their rep was supposed to gather all information and return with a call. Never happened.Initial Complaint
Date:04/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got into an accident in my vehicle by hitting a deer on the highway on November 4, 2024. I have full coverage insurance and used their preferred collision repair location [***** ****** ****** *********] in Allentown PA.
It has been a horrible experience and had to return my car about 6-7 times because there was electrical problems causing dashboard warning lights to engage. After they couldn’t figure out the problem after 2-3 months of returning the car to the collision center so my car was transported to a *****, and they resolved the check engine light problem. While it was there I mentioned to ***** that there was a bad chemical smell coming into the cabin and ***** discovered that they released the car to me with an engine coolant leak; of which had to be repaired by *****.
Now it is April 27th, 2025 and with the warmer weather I noticed the air conditioning is not working. My car is a 2024 ***** Civic that had zero problems prior to the accident. I emailed the regional manager, original claim agent, the complaint department on 4/24/25, and called the claims department on 4/25/25 and still have not heard back from anyone.My car is practically new and shouldn’t be dealing with this continuous problem the original damage and cost of repairs and rentals exceeded the 60%-70% value of my car and have returned the car several times for repairs; my insurance company seems to be behaving very shady with my claim and now are refusing to resolve my problem.
I shouldn’t have to be without air conditioning or be responsible for the cost of repairs if the damage is discovered to originate from the accident.
Business Response
Date: 05/08/2025
*********************
We are in
receipt of your correspondence dated January 19, 2024, as it pertains to your
file number referenced above, and the complaint submitted by ******* *****. We
appreciate the opportunity to review and address Mr. *****’s concerns
about the repair of his 2024 ***** Civic.
We
have identified the need for additional repairs to be completed on Mr. *****’s
vehicle, related to the above loss. Our On Your Side Auto Repair Network
facility, ****** ****** *********, has been provided with recommendations on
how to proceed with addressing the outstanding repair concerns, and a rental
vehicle will be supplied during this subsequent repair process.
On
behalf of Nationwide, we regret the service Mr. ***** received to date did not
meet his expectations. If he encounters any other issues related to this matter,
we ask him to make us aware of the situation so further assistance can be
provided.
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
Personal Lines OperationsCustomer Answer
Date: 05/09/2025
Thank you for your response; but this does not help me with my situation and concerns. ****** ****** ********* failed to repair my car, I question the qualifications of the person that rebuilt my car.
After so many basic mistakes, why is Nationwide dismissing any other potentially major issues that will only be discovered? Unless the exterior body parts are removed and inspected and/or worse I or anyone else that’ll own this car unfortunately gets into another accident and I/they are not adequately protected from a front end collision.
It is not the first instance of poor craftsmanship and I quite frankly don’t think that they were thus far meticulous enough to ensure that they professionally repaired what is not in plain sight. Is there any guarantee that the mechanic that working on my car didn’t make further mistakes when welding and/or attaching replacement parts back on to my car?
***** already previously discovered that there were many items not to industry standard and loose nuts/bolts etc. I do have the video to prove it, something as simple as the ambient temperature outside was messed up! On a 79 degree day my dashboard was reading 115 degrees.
How can Nationwide continue to vouch for major safety repairs after so many examples of failures?
Regards,
******* *****Business Response
Date: 05/15/2025
************
We are in receipt of your follow up correspondence dated May 9, 2025, as it pertains to your file number referenced above, and the complaint submitted by ******* *****.
Based on the scope of the damage, Mr. *****’s 2024 ***** Civic has been deemed repairable. The recent repair concerns associated with the air conditioning system have been addressed. We understand Mr. ***** has concerns regarding potential future repair-related issues; however, it is not reasonable to complete a teardown of the vehicle to verify the validity of the repairs. Additionally, the dealership has communicated their sign off that they see no outstanding issues with the vehicle at this time. If an additional issue associated with this loss arises, we will address the issue via the On Your Side Auto Repair Network warranty.
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
Personal Lines OperationsInitial Complaint
Date:04/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nationwide Insures my home and I have a claim that will be a year filed in July.
It took forever just for someone to get in touch with me and then after multiple agent changes an adjuster was sent out to take visual pictures and measurement. His measurement were wrong and the roofing company did not want to start the job without confirmation of the discrepancy. I have multiple attempts to get this issue resolved with no response from Nationwide by phone or email.
I am filing this complaint because I just learned that Nationwide has closed my case without completing the claim. There is a significant difference in money of near 9 thousand difference and this is why the process is waiting on nationwide confirmation.
I have been a customer for Nationwide for many year including vehicles. and I have only 2 claims I towing issue on my vehicle and now this hail damage on my roof.
Business Response
Date: 05/01/2025
*****************
Thank you for your recent inquiry regarding the complaint from Mr. ****** *****. We have reviewed the complaint and the claim file, and we appreciate the opportunity to address his concerns.
A claim was reported to Nationwide Insurance Company of America (Nationwide) on July 3, 2024, for hail damage to Mr. *****’s residence that occurred on July 13, 2023. Nationwide spoke with Ms. ***** on July 6, 2024, to discuss the claim, coverage, and the arrangement for an inspection of the damages claimed.
Upon receipt of the inspection report, an estimate was completed for the covered damages, and payment was issued on August 23, 2024. Nationwide made attempts to follow up with Mr. and Ms. ***** in November as the check remained completed. Nationwide spoke with Mr. ***** on November 27, 2024, regarding the completion of the roof work and the release of depreciation. Mr. ***** agreed to email his contractor's estimate for review. We followed up on December 9, 2024, and January 17, 2025.
Upon receiving the supplement, Nationwide acknowledged it and began our review. We followed up to inform Mr. and Ms. ***** that the review was ongoing. On February 4, 2025, we contacted Mr. and Ms. ***** to discuss their contractor's supplement. We emailed Ms. ***** and the contractor the same day explaining our position on the supplement. We advised we had reviewed the contractor's supplement for the sheathing due to spaced decking; however, photos had not been provided to support the supplement. We explained that once photos were received, we could review them at that time.
Nationwide followed up on the status of repairs on April 11, 2025, by emailing Ms. *****. On April 28, 2025, we spoke with Mr. *****, who advised that his contractor had indicated there was a code upgrade with the decking. We explained that there was nothing included in the estimate provided for any code requirement. We advised that we would follow up with his contractor and, once the roof was replaced, to send documentation for the spaced decking. We followed up with Mr. *****'s contractor the same day and left a voicemail.
Upon reviewing the estimate provided with this inquiry and the prior supplements submitted by Mr. *****’s contractor, Nationwide advised Mr. ***** on April 30, 2025, that we had completed the supplement review and sent him and his contractor the revised estimate. An additional payment was issued the same day. We also sent him the hover reports to show the measurements used. We explained that depreciation would be payable upon receiving the final invoices for all repairs. We reiterated that photos of the spaced decking were needed for further review.
We acknowledge Mr. *****’s concerns regarding multiple adjusters and communication. We have ensured he has the contact information for the adjuster handling this claim, who will ensure that Mr. *****'s concerns are thoroughly addressed. We regret that our service did not meet Mr. *****'s 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 Answer
Date: 05/13/2025
I have set up for my contractor to go head and start the roof repair even without Nationwide answering questions Not sure I could have this information you are requesting in 10 daysBusiness Response
Date: 05/15/2025
*********************
This letter serves as a follow-up to our response dated May 1, 2025. On April 30, 2025, Nationwide spoke with Mr. ***** and advised that we would arrange an inspection to address his concerns regarding interior water damage.
Following the inspection, an additional payment was issued on May 14, 2025. During a conversation that same day, Mr. ***** informed us that he had instructed his contractor to begin the roofing process. We reiterated that once the roof was replaced, he should provide documentation of the spaced decking so it could be reviewed and addressed accordingly.
Mr. ***** confirmed he had no further questions or concerns at that time. A payment for the interior damages identified during the inspection was issued the same day. A revised estimate was also sent to Mr. *****, along with a request for photos of the roof decking once the shingles were removed.
We remain available to address any further questions or concerns. Should Mr. ***** wish to further discuss his claim, Nationwide stands ready to assist. 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 SolutionsCustomer Answer
Date: 05/16/2025
I do give credit to nation wide as they have stepped up and responded to my concern for my home. They have been very helpful as of late and I hope we conclude this whole process with no further issues. It is hard to accept the response at this time within the limits given because the job is barely starting next week but because I have been assured that Nationwide will meet the need to complete this job, I accept the business's response to resolve this complaint.
Regards,
****** *****Initial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
FromKuchmecki-****, ***** E <**********************************************************>ToBhoomika Jaji <***********************************************************>
<**********************************************************><******************************>SubjectRE: Re: Re: Nationwide, Pet <*******************************><***********************************************************>
<**********************************************************><******************************>DateMonday, February 10, 2025 1:40 PM<*******************************><***********************************************************>
<**********************************************************><******************************>Good Afternoon,Thank you again for your patience. After our ****************** reviewed the refund issue and a check was not issued and assigned in our system. They are issuing the check immediately today. I will get the check number for you as soon as released. The policy was cancelled on 1/04/2025 at your request. We attempted to refund $516.66 via check.<*******************************><***********************************************************>
Customer Answer
Date: 02/18/2025
******** **** <******************************>
Attachments
Sun, Feb 16, 12:01 AM (2 days ago)
to disputeresolution
Hello,
Attached is the letter as requested from below message.
Thank you
********Business Response
Date: 02/21/2025
February 21, 2025
********* McLaughlin
Dispute Resolution Team
Better Business Bureau Serving Central Ohio
*********************;
********, OH 43215-1005
BBB Complaint #: 22928572
Complainant Name: ******** Jaji
Policy #: C-1934081
Company Name: Veterinary Pet Insurance Company
OCR Ref #: 3640658
Dear ********* **********:
We are in receipt of your correspondence dated February 18, 2025 regarding the above complaint. In her complaint, the insured is requesting a refund for the above referenced policy.
Ms. **** had the Whole Pet with Wellness Plan with a $250.00 annual deductible for her dog, Sparrow. The policy was canceled at the insureds request effective January 4, 2025.
At the insureds request, the original refund a refund check had a stop payment placed. A replacement refund check in the amount of $516.66 was re-issued on February 13, 2025 and mailed to the address on file. A manager from our *********** department emailed Ms. **** on February 16, 2025 advising that the refund had been reissued and also provided the check number.
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,
Crystal Dioquino
Member Services Director
Office of Customer Relations | One ********************** Plaza, 3-04-101 | ******************-2220
Customer Answer
Date: 02/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22928572
I am rejecting this response because:They say they mailed ghe check, which they said before as well. However, I have not "received" the check. That is the issue.
Regards,
******** ****Initial Complaint
Date:02/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nationwide Underwriting refuses to provide me with correct "instructions" for determining the percentage of exterior wall coverings and to whether the total area is to include or exclude openings in the structure such as windows and doors.
This is critical information in determining the correct rebuild cost in the estimator software and can change the insured value by up to $20,000. Agents and Underwriters don't know the answer, so they guess on millions of properties, thus changing their bottom line in premiums, most likely to their benefit. *** *******, a supposed specialist in Regulatory Solutions, admits she does not know how to use the software.
As I pressed for an answer over several correspondence, responses were dismissive and circumvented with convoluted "cut & paste" content that had nothing to do with my question.
I really just want the correct answer to my 2 simple questions.
However, in the process, Nationwide employees breached their agreement to what they call the "Nationwide Promise".
This all started because Nationwide used falsified information about my property collected from a third party company they hired to "inspect" my home's exterior. In that report, materials of structure, size of structure, diagram of structure, and distance to fire station were all falsified; to which I proved differently.
Upon changes, I received no apology for the wrongful cancellation. I was reinstated because Nationwide used falsified information about my property for the wrongful cancelation.
Customer Answer
Date: 02/12/2025
From: ********************* <*********************>
Date: Tue, Feb 11, 2025 at 4:07 PM
Subject:
To: <**********************************************************************************************>
***** ******
***********************************
*********************
************
WebsiteBusiness Response
Date: 02/14/2025
February 14, 2025
Better Business Bureau of ******************;
*******************;
********, ** 29229-8006
BBB File #: 22927588
Complainant Name: ***** Larson
Insured Name: ***** Larson
Inception Date: May 18, 2012
Policy #: 7205HR003880
Coverage Type: ***** Homeowners
Claim #: n/a
Disable Claim #: n/a
Company: Nationwide Insurance Company of America
OCR Ref #: 3639358
Dear ********* **********;
We are in receipt of your correspondence dated February 12, 2025, regarding the matter filed by our insured, Mr. ***** ******. Thank you for giving us this opportunity to respond.
Nationwide Insurance Company of America (hereinafter, the Company) uses a third party vendors tool to determine the replacement cost of our insureds homes. This tool serves as the industry standard for determining replacement cost and is not solely used by our Company. The tool calculates a replacement cost based on the home information users enter via a series of drop-down choices. The exterior wall materials chosen must equal 100%. It is not possible to enter less than 100% for the exterior walls, then list the square footage of the doors and windows separately. Exterior doors and windows have their own drop-down categories, and based on the totality of this information, and the rest of the homes features, a reconstruction cost is determined. Only by changing the home data specifics will the calculated replacement cost change. The Company cannot otherwise alter the replacement cost valuation arbitrarily.
Because the vendors tool is proprietary, we are unable to provide Mr. ****** with any written instructions on how the tool works. We would reiterate our suggestion to Mr. ****** that he visit his agents office to see first-hand how the tool works, to gain a better understanding of its usage and limitations.
The Company contacted Mr. ****** on Friday, January 31, 2025, explained we had not canceled his policy, apologized for inadvertently sending a reinstatement letter, and for our vendors incorrect calculation of his homes size and features. The Company spoke with Mr. ****** at length to correct the information to accurately reflect his homes features and provided that information to him.
If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, **** *******, at ************** or by email at
************************************************************.
Sincerely,
*** Kennedy
Regulatory Specialist
Customer and Regulatory Solutions
Customer Answer
Date: 02/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22927588
I am rejecting this response because:As the BBB can see here, Anns response is again a circumvented RESPONSE vs. ANSWERING questions that were previously asked in direct correspondence, attached with this complaint and complaint filed with ****.
Very simple and rephrased:
1. Is the insured party suppose to include or exclude windows, doors, and any other openings in the structure when calculating the percentage of materials covering the structure? (this has nothing to do with proprietary information/calculations used after information is gathered from the insured that was expressed in Nationwides diluted response. )2. How do you want me to categorize steel case single pane windows that are obsolete and considered below basic by the construction industry? Again, if Nationwide doesn't know how to categorize materials, they need to consult with their vendor, Core Logic.... that is their job, not mine.
3. I demand a formal apology from Nationwide Customer Relations and ******************** acknowledging they were wrong to accept falsified information from Reliable Reports, **** about my property and for not consulting with me, the insured before attempting/slating cancelation of a valid policy. (I will reject future diluted explanations/rationalizations vs. an actual apology for the mistake.)
This complaint will remain unresolved if Nationwide will not answer those questions directly. Responses without Answering will be rejected.
***** ******Initial Complaint
Date:01/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hurricane Helene effected South Carolina I made a claim regarding food spoilage and roof damage and my claims adjuster ********* ***** came off very distasteful toward me and spoke to me sarcastically regarding my deductible in away as I could not afford it and did not explain in depth what my policy mean. I requested a new adjuster by reaching out to his supervisor ******************** and he did not respond but allowed ********* ***** to continuously contact me. I have been with Nationwide for over 20 years and homeowner insurance for 11 years to be treated in this manner.Business Response
Date: 05/07/2025
**************
We are in
receipt of your correspondence regarding the above noted file for ****** *******. We appreciate the opportunity to review and address her
concerns.
Ms. ******* filed
a claim for loss of food following a power outage after a hurricane on September
27, 2024. The claim was reported to Nationwide on September 29th. Upon
speaking with Ms. *******, she advised that in addition to food spoilage
resulting from a power loss, she had ceiling stains in two second-floor rooms
as well as possible roof damage. An inspection of her property was set up and
completed on October 8th. Ms. ******* was also advised to submit a
list of the items she lost due to food spoilage.
An estimate
was written to address the interior water damage caused by wind-driven rain. No
storm-related damage was found on the roof, and a partial denial was issued
citing policy exclusions for wear and tear and deterioration. The policy Ms.
******* carries has a 1% wind and hail deductible of $2,693.00. The total amount
of the Nationwide estimate was $555.52, which fell below her applicable
deductible.
On January
24th, Nationwide addressed an escalated complaint submitted by Ms. *******.
Contact attempts were made on January 24th and again on January 28th; however,
voicemail messages could not be left as her mailbox was full. An email was
subsequently sent to inform her that her concerns and the details of her claim
had been reviewed. It was confirmed that the deductible of $2,693.00 applies to
this loss, as the damage extended beyond food spoilage to include other areas
of the property. Ms. ******* was advised that she is welcome to submit receipts
for any food loss, and that any additional property damage discovered can be reviewed
for coverage.
Following
review of the claim and associated contact with the adjuster, no opportunities
were identified to warrant reassignment of the claim. Nationwide acknowledged
Ms. *******’s dissatisfaction with her experience with the assigned adjuster,
********* ******. While Mr.
****** remains the adjuster on the claim, Ms. ******* was encouraged to contact
the specialist who addressed the escalation for any further questions or
assistance. The specialist will coordinate with Mr. ****** as needed to ensure
ongoing support throughout the claims process. As of this date, we have not received a
list of items lost due to food spoilage. Nationwide stands ready to assist Ms.
******* with her claim should she have any additional information or
documentation she would like to submit for review and consideration.
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 SolutionsCustomer Answer
Date: 05/07/2025
email was sent to Mr ***** supervisor and supervisor ignored email and had Me. ***** to still contact me. Why would I want to talk to someone who talked down to me. Email was sent to ********************
Good morning,
I would like to verify that a ** is scheduled to complete inspection at my home he is with Hancock roofing. There should be better process to provide accurate information on a company along with a pic that can assure consumers safety and ensuring these individuals are outsourced for Nationwide. I DO NOT want to speak with the assigned adjuster he was not tactful in his delivery with me.
Kind Regards,
******Business Response
Date: 05/21/2025
****************
We are in
response of the rebuttal from Ms. *******, which includes the submission of screenshots
for ***** **** receipts showing numerous items, four of which are refrigerated items.
Additionally, as
mentioned in our prior response, the adjuster left a message for Ms. *******’s
contractor on May 12th, requesting that he email supporting
documents for review, but we have not received a response back. Once the
supporting documents have been received, the adjuster will complete his review
to determine if the additional damage claimed will result in an increased
estimate total to exceed the deductible of $2,693.00.
Nationwide
considers this BBB complaint resolved as we have fully addressed the concerns raised.
Should Ms. ******* have any additional questions or concerns, she is welcome to
reach out to her adjuster, ********* ******, or as previously offered,
Specialist, **** *********** directly at ***********************.
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 [email protected].
Sincerely,
**** ***********
Specialist,
Regulatory SolutionsCustomer Answer
Date: 05/21/2025
the BBB site does not allow me To send all listed items on **** **** receipt. I have well over 4 refrigerated items from June, July and August receipts. My initial complaint is how Mr. ***** talked to me and I sent an email regarding how I was treated and to be transferred to another claims adjuster but Mr. ***** supervisor ignored my response. Basically, no one explained what the letter mailed to me meant regarding claim being partially open and closed.
The contractor did recently send pictures and documents for Nationwide review.
Regards,
****** *******Business Response
Date: 06/19/2025
******************
We are writing to provide an update regarding the status of the claim and complaint submitted by Ms. *******.
On June 5th, a reinspection of Ms. *******’ property was completed with the insured’s contractor. The reinspection did not identify any wind or hail damage on any slope. No storm related tree damage was found on any slope. No damage was found on any hip and ridge. Additionally, no damage was found to the roof accessories or the valleys.
The adjuster updated the estimate to include the refrigerated food items she submitted; however, the estimate is still below the deductible and no payment was issued.
On June 11th, the adjuster emailed Ms. *******, and her contractor, and provided them with a copy of the updated estimate which included the food loss items. The adjuster further advised the roof has no storm damage and the estimate is still less than the deductible. We appreciate the opportunity to reinspect the property, provide an expanded estimate as well as a final update on this claim.
If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ***** *******, at ###-###-#### or by email at ***********************Sincerely,
**** ***********
Specialist, Regulatory Solutions
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