Complaints

This profile includes complaints for Nationwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nationwide

  1 Nationwide Plz Columbus, OH 43215-2226

  
• 

  Nationwide

  280 N High St Columbus, OH 43215-2537

  
• 

  Nationwide

  1000 Yard St Bldg H Grandview Heights, OH 43212-3905

  
• 

  Nationwide

  9903 Nationwide Dr San Antonio, TX 78251

• 

  Allied Insurance

  3204 Vassar St Bakersfield, CA 93306

The 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:01/17/2023

  Type:Product Issues
  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 reach out to Nationwide Insurance Company on Oct 3, 2022 because of an accident there client (******* ********) had cause on Oct 1, 2022 Saturday between my vehicle. I was in needed for a rental car. They told me I needed to get in touch with my insurance company> There client cause the accident and was guilt. It went downhill from that date and continually to on for three months and nine days. I was finally issued a vehicle on Oct 11 (Tuesday) from rental place. During this duration, lots of stressful days and nights without transportation. Couldn't get anywhere, had to pay people to take me to my appointments and work, Miss a week and several days out of work, because of the accident. I continually calling and emailing to resolute this issue in the three months and nine days, over thirty-five calls and thirty-five emails trying to resolve this matter. I was without a vehicle (rental car) for over month, because of nonpayment to rental company. Finally, on January 9, 2023, I received a check from the insurance company. For the company to pay me for not have a car and all stressful nights and days.

  

  Business Response

  Date: 01/26/2023

  
  

  January 26, 2023 

  Dear ********* **********:  

  We are in receipt of your correspondence dated January 11, 2023, as it pertains to your file  number referenced above, and the complaint submitted by ***** ***** *****. We appreciate  the opportunity to provide a response to her concerns. 

  As noted by *** *****, the above loss took place on October 1, 2022. We received notice of the  claim on October 3, 2022, and we initiated our investigation of the accident. On October 4,  2022, we initially spoke with *** *****, but the conversation was cut short before we could  collect all pertinent information as she wanted to obtain a copy of the police report. 

  On October 5, 2022, we spoke with *** ***** again, and she indicated she was being  represented by an attorney due to injuries she suffered as a result of the accident. Thus, we  attempted to contact her attorney’s office, but were unsuccessful at that time. On October 10,  2022, we spoke with *** ***** again regarding the location of her damaged vehicle and we set  up an authorization for a rental vehicle for an initial period of 19 days.  

  On October 11, 2022, we spoke with *** ***** regarding the next steps of the claim for her vehicle. Due to the extent of the damage sustained by *** *****’ vehicle, we assigned the  vehicle portion of her claim to our total loss department. 

  On October 20, 2022, we completed a total loss valuation for *** *****’ vehicle, and we  attempted to contact her by phone regarding our proposed settlement; however, she was not  available, and a message was left requesting a return call. On October 28, 2022, we were able  to speak with *** ***** and extend our total loss settlement offer. Unfortunately, *** ***** was  not satisfied with the offer and the conversation was concluded. 

   

  On November 9, 2022, *** ***** asked us to obtain receipts from the glove compartment of her  vehicle documenting previous maintenance for consideration in our total loss valuation. She  also indicated she wished to provide some documentation of comparable vehicles for review.  

  Our evaluation of the claim continued, and the comparable vehicles submitted by *** *****  were reviewed; however, one could not be considered as it had all wheel drive, which was not a  present option for *** *****’ vehicle, and the other could not be verified/located with the  information provided. Thus, on December 15, 2022, we left a message for *** ***** advising of  the proposed settlement amount and noting further rental authorization could no longer be extended. 

  On December 22, 2022, *** ***** accepted our settlement offer and we moved forward with  securing the necessary documentation to release payment. On January 4, 2023, we received  the necessary documents and payment was issued the same day.  

  Following the receipt of these concerns regarding the rental authorization an additional review  was completed. On January 23, 2023, an offer was extended to address the lack of a rental  vehicle during the initial 10 days after the accident and was based on the previously approved daily rental rate; however, *** ***** declined the offer.  

  On behalf of Nationwide, we regret the service *** ***** received did not meet her  expectations. While we understand this is not the outcome she had hoped for, we extended a  fair and reasonable total loss settlement offer as of October 28, 2022, and provided a rental  vehicle for a total of 66 days while attempting to bring the claim to a conclusion. If *** *****  wishes to reconsider the offer noted above, we recommend she contact our Claims Department at her earliest convenience.  

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

  Sincerely, 

  **** ******

  **** ******

  Claims Compliance Specialist 

  Customer and Regulatory Solutions

  
  

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service Issues
  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 son and I brought a car and paid for the taxes and tags in the downpayment. It took us nearly 3 months to get tags after getting the *** involved. ******* ********* *** dba **** *********** has bond insurance with Nationwide and we were given the bond claim information with Nationwide to get reimbursed for the fees. I filed the claim in September 2022 and have sent all the requested information back to no avail. I have called ****** ********* the claims specialist II and her supervisor numerous times leaving emails, calls, and voicemails and no avail. No one has ever called me back. I am trying to get our money back after having to pay twice which is unfair. It was established that the business does have active coverage Nationwide. There is no way that we shouldn't have received a call, or email or have this taken care of in the amount of 4 months. This is unacceptable for a large company as Nationwide to operate in this manner.

  

  Business Response

  Date: 01/26/2023

  ******************
  
  We have
  reviewed the complaint notice submitted by ***** ****.  Upon review of our claim file and the claim
  documentation submitted to Nationwide by Ms. ****, we conclude payment of the
  claim is appropriate.  We initiated
  contact with the claimant and agreed to a settlement amount. The claim is being
  processed for payment today.    
  
  If you require further
  assistance, please contact our Customer Relations Coordinator, ***** *******,
  at ###-###-#### or by email at ***********************.
  
  Sincerely,
  ******* ******
  ******* ** ******
  Director –
  Surety Claims
  Nationwide
  Mutual Insurance Company
  
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service Issues
  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.

  It’s been over a year I’m waiting for nationwide to pay for my property damage (2009 Toyota Camry) which was involved in no-fault accident , I recited a check amount of $4,650.35 to get my car fixed but my car it’s not fixable and I already told them few months ago and I was told they will take care of the payment after a short time process, I emailed them asking why does it take too long time and I can’t keep my car on drive way any longer because of the way it look and taking my parking spot they respond to my email saying: thank you for your email, *** is out of office but I am attempting to assign a vehicle specialist to review your claim
  Thank you. ( the email was received on 12/16/22. I don’t know what to do I desperately need your help please.

  

  Business Response

  Date: 01/17/2023

  ********************
  
  This letter is in response to the inquiry filed
  with your office. We appreciate the opportunity to review the complaint and
  would **ke to address his concerns.
  This claim was filed on
  June 2, 2021, for a motor vehicle accident occurring on June 1, 2021. We spoke
  with *** ** on June 11, 2021, and went over repair options. We left multiple
  messages over the next month asking for photos of the damage or an estimate,
  which were received in August 2021. We issued a payment to *** ** on August 25,
  2021, and the claim was closed.
  
  On August 8, 2022, we
  received an email from Ms. *** advising the vehicle was a total loss. We reopened
  the claim and spoke with her on August 30, 2022. We advised her we would
  reassign her claim to handle the total loss and we voided the uncashed check.
  The claim was inadvertently closed.
  
  We regret our oversight
  and now that this has been brought to our attention, we have reopened the claim
  to complete the handling of the total loss of Ms. **’s vehicle. A review of our
  file does not show any missed emails or calls from Ms. **.
  
  If you require further assistance, please
  contact our Customer Relations Coordinator, ****** ********* at ###-###-####
  or by email at ***********************
  
  Kind
  Regards,
  
   ***** *******
  
  Claims
  Compliance Specialist
  Customer
  and Regulatory Solutions

  Customer Answer

  Date: 01/20/2023

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

  
  Regards,
  
  
  
  *** **

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  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.

  Good afternoon, my name is ********** * *******. On 5-27-2022 my headlight on my 2016 mazda 6 caught on fire. Proceeded with the process of going through the insurance. Car was deemed a total loss, however after repairing the vehicle the mechanic said that two of the major parts did not need repaired. In which my cars total loss would be brought down a regular comprehensive incident.

  
  
  Fast forward to January 2023, the vehicle still sits in my driveway. This is not about you giving me full coverage again. This is about your agent that works for NATIONWIDE. The agent told me I could keep the car under full coverage. I told the agent to make sure that I could have full coverage even though I just had a total loss. I explained what DMV told me. That legally I can keep the the vehicle parked without coverages until they sent my new title. I could have saved myself a lot of money.

  However now I am stuck with a car that I did not want without full coverage’s, a car that has two major parts that did not need repairs which would bring the total loss to a regular fire damage. I want my money back and for my car to be looked at by a certified professional agent. If your agent caused this problem the employer is responsible. If I would’ve known she was lying I would have never kept the car, I would have taken the larger sum amount and if I would’ve decided to keep the car I would’ve listened to DMV and would have taken the full coverages off during the assessment of the vehicle title branding and saved myself money.

  This is bad business that your company has neglected. Be a righteous company I was a customer over 15 years with nationwide and the one time I use my car insurance policy on a non accident I get treated with no respect or loyalty. I don’t want to be insured by nationwide, I just want my money back.

  
  
  Please help because i have tried thru conversation, emails and text. Thank you

  

  Business Response

  Date: 01/18/2023

  *******************  

  This letter is in response to the complaint filed with your office by Mr. ********** ** *******,  received on January 12, 2023. Mr. ** ******* asserted that Nationwide erred in deeming the  vehicle to be a total loss and that an agent for Nationwide had stated that he would be able to  retain full coverage for the vehicle. We appreciate the opportunity to review Mr. ** *******’s  complaint and would like to address his concerns.  

  A review of the policy indicates that a Notice of Cancellation was sent to Mr. ** ******* on  September 9, 2022, with a cancellation effective date of October 30, 2022. This was due to the  2016 Mazda being deemed a total loss/salvaged titled vehicle. There are regulations that we  follow to determine the value of vehicles prior to the loss, and their repairability is based on the  damage. We determined that Mr. *******’s vehicle would constitute a total loss. Nationwide  does not allow full coverage on a salvaged titled vehicle. As explained in our prior response to  Mr. *******, Nationwide does permit liability-only coverage to remain on the vehicle if proof of  repairs is provided. Nationwide did not receive proof of repairs, therefore the policy remained  canceled effective October 30, 2022.  

  Communication with Mr. ** *******’s agency has indicated they did not advise that full  coverage would be allowed on a salvaged vehicle if the vehicle was retained. In the event of a  covered loss on the policy, Nationwide would have provided the applicable coverages on the  policy thru the cancellation date of October 30, 2022. If Mr. ** ******* obtained coverage with  another carrier prior to this date and can provide proof of this coverage, Nationwide can  backdate the cancellation of the policy.  

  On behalf of Nationwide, we regret the service received did not meet Mr. **********  expectations. Nationwide strives to protect people, businesses, and futures with extraordinary care. If you require further assistance, please contact ****** ********, at ###-###-#### or by  email at **********************.  

  Sincerely,  

  Compliance Specialist  

  Customer and Regulatory Solutions  

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

  
  

  Customer Answer

  Date: 01/25/2023

  I would want the business to have an agent from NATIONWIDE re-evaluate the vehicle. The agent at the ******* ******** ********** did not do his job correctly. I originally asked for a re-evaluation, no one responded back in July of 2022. If we get a re-evaluation you will see that the vehicle did not need all of those repairs.  Which would bring the vehicle to standard protocol without it being deemed as a salvage title. The agent who told me the false information name is ***** at ****** ******. On the first email you concurred with me that they did give false information.  I would have never took the vehicle with a salvaged title without the full coverage. Now on the second response you say that they did not give false information. I did have coverages on the vehicle prior, here are some of the documents that I would like for you to revise. I highlighted the two parts that did not need replacement and encircled the total amount without those two parts. Thank you for your response. I was a member of nationwide for over 12 years really disappointed on how unfairly I have been treated with this being the only occurrence.  Have a blessed day. 

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

  

  Business Response

  Date: 01/30/2023

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

  
  This letter is in response to your request for additional information on January 26, 2023. Proof of insurance with ******** ******l for ********** ** ******* effective October 28, 2022, was provided. Nationwide has adjusted the cancellation effective date of the policy from October 30, 2022, to October 28, 2022. This change has generated a refund of $9.57.

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

  
  Sincerely,
  ******* ****** Personal Lines Compliance Specialist
  ************

  Customer Answer

  Date: 02/01/2023

  I would have stop my insurance policy from June 2022 up until October 2022, I spoke to dmv and they explained to me that I could stop my insurance during the time that I was waiting for the new title. The insurance agent at ****** ********* who a representative of nationwide explained to me that if I stopped the policy that I would no longer have full coverages on my 2016 mazda 6. If she would have gave me the right information I would have legally stopped the policy and would not been charged $160 per month up until October 2022. This is ridiculous, I have been arguing over this situation for months now and the best you can do is $9. Doing my calculations nationwide owes me around $800- $900. I was paying roughly $160-$170 per month. The incident happened in May 2022. Where did $9 come from????
  
  
  Regards,
  
  
  
  ********** *******

• Initial Complaint

  Date:12/25/2022

  Type:Customer Service Issues
  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 Tesla Model 3 was rear ended by a person who was covered by Nationwide auto insurance. Nationwide informed me that I could take the car to any collision center of my choice. The vehicle was less than a year old and I wanted it repaired to factory standards, so I took it to my local ***** ********* ****** at ***** **** *** *** ******** **.

  Nationwide refuses to pay the amount charged by the ***** **** **** of $ 3548.90. They only paid $ 3359.08. The discrepency is related to the labor charge - Nationwide is underestimating the labor time involved in performing a portion of the repair.
  The claim number is ****** for the accident that occurred on 9/29/2022.

  
  I have repeatedly called Nationwide and left messages for a call back as well as repeatedly e-mailed ****** ****** (Claims specialist) with no response. His e-mail address is ************************* and telephone # ###-###-####.
  

  I would like Nationwide to honor their obligation to pay for the repair at a body shop of my choice. They should send either me or the ***** **** **** the remaining balance of $189.82

  

  Business Response

  Date: 01/05/2023

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

   

  Thank you for your inquiry regarding the above captioned file. We have reviewed Mr.  ******** concerns and would like to address them at this time.  

  On September 30, 2022, Nationwide Mutual Insurance Company (hereinafter  “Nationwide”) received a first notice of loss on **** ********* personal auto policy. The  loss was reported that our policy holder rear ended Mr. ******** vehicle, then our policy  holder’s vehicle was rear ended by a third vehicle, driven by ****** ****.  

  We contacted Mr. ****** on October 3, 2022, as we continued to investigate the loss.  He provided us the information for the shop he chose to complete the repairs to his  2022 Tesla Model 3. The shop was the ***** ********* ****** in ******** **.  

  On October 19, 2022, Nationwide contacted Mr. ****** to advise we were accepting  80% liability for the loss, and the remaining 20% he could collect from Progressive, the  Insurance Carrier for Mr. ****. We ultimately decided to pay a 100% of Mr. ********  damages and we attempt to recover subrogation from Progressive for the 20% they are  liable for.  

  Nationwide completed a preliminary estimate of repairs on Mr. ******** vehicle on  October 24, 2022. Our estimate was $1,233.35. Our estimate was based on the limited  photos we had been provided. 

   

  On December 6, 2022, Nationwide completed a supplement for damages identified on  Mr. ******** vehicle that we had not originally seen. The supplement was for the rear  body, rear bumper cover, repair the rear deck lid and to replace the rear bumper. The  supplement was $1,385.64.  

  We processed a 2nd supplement on December 10, 2022, for $142.29 for tail lamp  gromets and additional labor requested by ***** *********. On December 15, 2022,  Nationwide approved the labor rate difference being charged by ******* *********  ******. This difference resulted in a 3rd supplement for $597.80. A payment was  processed to ****** ****** on December 16, 2022. Our total repair estimate as of  December 16, 2022, was $3,359.08. We communicated our revised estimate to both  Mr. ******* and ***** ********* on this day. As of today, we have received no additional  supplement from the shop, and our estimate reflects the damages we communicated to  the shop on December 16, 2022.  

  We attempted to contact ***** ********* on January 3, 2023, to confirm that no other  supplement was requested or for the shop to forward us any new information for review  and consideration for the disputed amount Mr. ******** has referred to.  

  We take customer service very seriously and continuously strive to improve our service.  We regret that we didn’t meet Mr. ********. We have attempted to contact ***** to  confirm if any other supplement may be pending that they have not sent us to date.  

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

  Sincerely,  

  **** *********  

  Compliance Specialist 

   

  Customer Answer

  Date: 01/16/2023

  They merely stated the time line of interactions with the body shop without answering why they underestimated the labor time involved in a section of the repair that resulted in the short fall. The purpose of their reply seems primarily to claim they are responsive to a BBB complaint with no intention of providing a solution. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service Issues
  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'm reaching out because after attempting for an entire month to retrieve my money from a Nationwide 401k account so that it can be returned to a ******** account, I am beginning to suspect that they are commuting fraud.

  The story is quite long, but the most recent shenanigans include them claiming that they don't know why a check that was mailed (from them to ******** in Ohio) only one hour away has taken two weeks (and counting) to arrive.

  This is after "accidentally" mailing the same check to the wrong ******** address (in Boston), thus creating the initial two week delay.

  
  
  I believe they are holding onto my money in order to collect interest off of it for as long as possible before finally handing it over to ********, and I would like this investigated immediately.

  Specifically, please ask them to generate a paper trail of how my money was moved around within their system between 11/18/2022 and today. Something isn't right and I need answers.

  

  Business Response

  Date: 12/28/2022

  We apologize that the check that we issued out to ******** on 12/8/22 has not yet been received by ********. I hope our telephone conversation this afternoon has assured you that we take your issue seriously. After our conversation I had the check "stop paid" and reissued to the address that you provided to me. They should receive the newly issued check within 7-10 business days, if not sooner. Please reach out to my direct telephone number if you have further trouble with this matter. Thank you.

  

  Business Response

  Date: 01/17/2023

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

   

  We very much apologize that your rollover check has yet to be received by the receiving company.  We have now reissued the check two times to the addresses that have been provided. We kindly request that you double check the address to which you would like the check sent, and then give us a call. We are happy to reissue the check another time. 

   

  Sincerely, 

  Nationwide Service Center

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  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 filed a claim for damage to my vehicle. I was told the adjuster would contact me within 24 hrs. I immediately received an "email" for me to submit pictured for my claim. I submited all the required pictures and documentation as well as the estimates from 2 different shops. Then i received a notification stating a check has been issued for almost HALF of what the estimates were. I have continuously tried to contact my adjuster with concerns about my claim. I have escolated it to his supervisor and then had it escolated to relations. No one will return my calls or answer my questions. And are purposely making it close to impossible for me to take it to any bodyshop other than the 2 that they offer which are over an hour from my house and more than 3 months before they could get my vehicle in for repairs.

  

  Business Response

  Date: 12/29/2022

  *******************************
  
  Mr. ******* filed a
  claim on December 14, 2022. An estimate was prepared based off the photos he submitted.
  We issued payment for the damages less his deductible. A copy of the estimate
  was emailed to Mr. *******. Mr. ******* contacted us on December 16, 2022, and
  was not satisfied with the amount of the estimate, as he has received estimates
  that are much higher.
  
  Mr. ******* contacted
  our Office of Customer Relations and I spoke with him on December 22, 2022. I
  explained he will need to provide a copy of our estimate to the repair facility
  of his choice. If needed, they can submit a supplement and we will review. He
  said his shop of choice is not willing to participate in the supplement process
  and told him to take his vehicle to another repair facility if Nationwide
  cannot pay their full estimate. I explained we do have a list of On Your
  Side repair facilities that can repair the vehicle for the amount of our
  estimate and/or participate in sending a supplement, if warranted. A link was
  sent to Mr. ******* to review the repair facilities within our network. We
  reviewed the repair facilities together and there were two within 29 miles of
  his zip code and two additional repair facilities within 30 miles of his zip
  code. He said it would take over an hour to get to any of those repair
  facilities, so he declined.
  
  The Claims Manager also
  spoke with Mr. ******* on December 22, 2022, and advised he can take his
  vehicle to an On Your Side repair facility or a shop of his choice. Mr.
  ******* was concerned the repair facility could not repair the vehicle for the
  amount of the estimate. He explained the supplement process to Mr. *******.
  If you require further
  assistance, please contact ******* ******, at ###-###-#### or by email at **********************
  
  Sincerely,
  
  
  ******* *********
  Claims Compliance
  Specialist
  Customer and Regulatory
  Solutions
  
  
  

  Customer Answer

  Date: 01/03/2023

  They have made the whole process very unfriendly and unprofessional.  They have refused to return my calls untill i had to speek to supervisors. They have refused to co-operate with any other bodyshop other than the few that is in there network and has a waiting list of over 3 month. They have been difficult to deal with on the entire situation 
  
  
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  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.

  I really didn't want to get BBB involved but On 10/29/2022 a gentleman unturned into my vehicle Nationwide Claim Number:********* totaled my vehicle. I accepted the terms however despite my multiple email requests and calls Nationwide has failed to send the documents that the dealership and Gap insurance is requesting so Gap can do their part and finish paying off my vehicle this is delaying me in getting another vehicle I need Nationwide to send the following information being requested
  The Dealership is requesting proof of total loss letter and a request to cancel all other service contracts needs to be emailed to ******************* The Gap insurance is requesting
  (A copy of settlement check)
  
  (Settlement summary/breakdown)
  
  (Vehicle evaluation report)
  
  Needs to be emailed to
  ******************** and both emails should cc me on them for proof please my email is ******************

  

  Business Response

  Date: 12/28/2022

  ******************** 

  We are in receipt of your correspondence dated December 20, 2022, regarding the  above-noted file for ******* ****. We appreciate the opportunity to review and address  her concerns. 

  A review of the file shows Ms. **** initially requested the documents for her GAP claim  on November 14, 2022. The adjuster was unable to provide those documents until Ms.  **** completed the settlement packet and power of attorney. The adjuster promptly  responded to all emails in an effort to move the claim forward.  

  The settlement packet and power of attorney were sent to Ms. **** on November 17,  2022, and she signed the document via DocuSign on November 30, 2022. The payment  was issued to the lienholder on November 30, 2022, and Ms. **** was informed when  the payment had been issued. A copy of the check can only be provided once the check  has been cashed/deposited by the recipient. The settlement packet contains a  breakdown of the settlement amount.  

  
  We do not have any record of a request for additional documents after the payment had  been issued up until receiving the correspondence from BBB. A copy of the requested  documents was emailed to Ms. **** on December 22, 2022. For confidentiality  purposes, I did not forward them to her GAP company and explained she may forward  them if she chooses. She confirmed receipt of the documents. 

  
  If you require further assistance, please contact our Customer Relations Coordinator,  ****** *********, direct at ###-###-#### or by email at ***********************  

  
  Sincerely,  

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

  
  

  Customer Answer

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  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 was contacted by former employer, ******* **************** ****** about getting my funds out of the company retirement plan in July of this year. I filled out the necessary paperwork and submitted it. Since then I have been in contact with Nationwide several times. Was told by ******** ******, Senior Analyst at Nationwide that they needed section 15 filled out by ******* ******** I called Nationwide again on 10/22 and was told they did not receive my former employers paperwork. I then texted ** ******* and he responded by saying that he had sent it to ** ****** at the email address I provided to **** ******************. I called Nationwide on 12-1 and again today 12-12, not one person is able to resolve this. I have done everything asked of me by Nationwide and have checked with my former employer to see if he had done his part, which he said he did.

  

  Business Response

  Date: 12/22/2022

  We apologize that you have been having issues with your distribution request. It appears that we have not received a completed distribution form from you. Please submit the completed distribution form that was provided to you and we would be happy to get it processed. Please call our Solutions Center if you have any issues or need any assistance!

  Customer Answer

  Date: 12/22/2022

   I have submitted all the completed forms on Three separate occasions. When I call to follow up, they tell me they have no record of them. ****** ********* from ******* **** Has helped complete the forms and sent them with revisions at their request.  ******* ******** my former employer filled out his part and sent it to ******** ******* Senior Analyst at Nationwide. I was asked if my former employer had sold the business and eluded that they could not release my funds until they had completed their “investigation”.
  
  
  
  Regards,
  
  
  
  **** *********

  

  Business Response

  Date: 12/28/2022

  Many apologies. We have not received the correct paperwork and documentation to complete this request. We will not be able to complete the request until we receive the correct required paperwork. We are more than happy to assist. Please call our Customer Service department at ###-###-#### and a representative will be glad to help.

  Customer Answer

  Date: 12/28/2022

  I have submitted ALL the paperwork
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  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.

  On August 25, 2022, we took our dog in for her routine vaccinations and yearly physical exam. The total cost was $348.00. I submitted a claim for that amount to Nationwide and they only covered $140.00. They mailed us a check for that amount on August 29, 2022. We have the Major Medical Plan and Pet Wellness Plus Rider for our dog and the website says that with this type of plan, vaccinations are fully covered (the website shows a fully colored in green circle which means full coverage). I reached out to Nationwide on September 7th, 2022 through their website to send an email asking why they advertise that they fully cover vaccinations when that is not true. They responded to my email on September 8th, 2022 saying that their, "Pet Wellness Plus Plan provides $75.00 annual benefit allowance for vaccinations." My husband and I chose Nationwide for our pet insurance because their website says that they fully cover many pet issues, which they clearly do not.

  

  Business Response

  Date: 12/14/2022

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

  We are in receipt of your correspondence dated December 8, 2022 regarding the above  referenced file. In her complaint, ******** ***** is requesting additional reimbursement for the  above referenced claim. The named insured on the policy is ******* *****. 

  Mr. ***** has the Major Medical Plan with a $250.00 annual deductible and the Pet Wellness  Plus rider for his dog *******. We received claim ************* on August 25, 2022 for  routine care services. The claim was processed under the Pet Wellness Plus Rider on August  26, 2022 with $140.00 reimbursement issued. 

  Upon receipt of this complaint, claim ************* was reviewed on December 18, 2022 and  no additional benefits were found. Please note that the Pet Wellness Plus rider covers specified  routine care services and each service has an annual reimbursement limit. Please see below for  a summary coverage for the services submitted under the claim: 

  • Physical exam: $90.00 on the invoice 

  o Wellness rider covers $30.00 per exam x 2 exams per term 

  o $30.00 reimbursed 

  • Vaccines: $180.75 total on the invoice 

  o Wellness rider covers $75.00 per term 

  o $75.00 reimbursed 

  • Heartworm test: $77.25 

  o Wellness rider covers $35.00 per term 

  o $35.00 reimbursed

  The Major Medical Plan has no coverage for routine care services. The claim was processed  correctly and full benefits for the services rendered were provided. The policy declarations page  with information on the Pet Wellness Plus rider, was mailed to the insured on May 10, 2022. 

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

  Sincerely, 

  Melissa Bryant 

  Claims Director 

  ***********

  
  

  Customer Answer

  Date: 12/22/2022

  Hi,
  
  I didn't realize that I needed to respond to the businesses message back regarding my claim. I am not satisfied with the result but I am not surprised that they wouldn't take responsibility for fraudulent information on their website. Clearly, they have their own misguided definition of what "full" coverage means. It's unfortunate for so many consumers like myself.
  
  Thank you,
  ***** *****