Complaints
This profile includes complaints for Nationwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 194 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:10/25/2022
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.
Six months ago I was looking for auto insurance and came across nationwide. They came in with the lowest quote so we went with them. We signed up for the smartride program and we were told at the end of the program we would get a discount off our total policy from 0-40%. So our policy just renewed and I have an email that says I get 29% off one vehicle and 28% off the other. Well my payment went up $55 dollars from what it was. No accidents, traffic stops, claims, nothing. Not to mention this was after 6 months of fluctuating bills as it was. So I call to find out why this is. After waiting on hold for 10 minutes the lady comes back to tell me its only a discount off certain parts of the policy such as bodily harm, property damage, etc. This is not what we were told up front and needless to say I am extremely angry right now. So basically they jacked up my policy so that after giving these minor discounts they still get to up my monthly premium and essentially screw me. Nationwide sucks people in with deceptive advertising to get them to fall into their little money making scheme. That is why they fight so hard to get people to agree to these ignorant programs that do nothing but cost people more in the long run. I will be looking for other insurance immediately and will not ever recommend these crooks to anybody I know unless they make the changes to my policy. Worst service by far from an insurance company.
Business Response
Date: 11/01/2022
***************
This letter is in
response to the inquiry received from ***** ******* regarding a personal Auto
policy with Nationwide General Insurance Company (hereinafter, the “Company”).
We appreciate the opportunity to review and respond to your inquiry.
Mr. ******* bound his
Auto policy with our Company effective May 13, 2022. At inception, he elected
to participate in our SmartMiles (pay-per-mile) program. Shortly thereafter,
Mr. ******* called and switched from our SmartMiles program to our SmartRide
program. (A discount program designed to award a policy discount from 0-40%
based on unique driving habits.) These changes elected by Mr. ******* account
for the premium fluctuations that he experienced during his first six-month
term with our Company.
From the date that our
Company introduced this program, the discount percentage has always been applicable
to the premiums of specific policy coverages, never the total policy premium.
This information is openly available on our website and specifically states the
following in part: Discounts do not apply to all coverage elements.
Mr. ******* is correct
in his statement that he was set to be awarded a discount at his renewal
effective November 13, 2022. Upon review, however, we have determined that the
policy renewal was inadvertently and systematically calculated without the
SmartRide discount program altogether. We apologize the prior representative
did not catch this when he called, and we will be addressing that matter
internally with the associate and our I.T. teams. We’ve since manually re-added
the discount program with the awarded discounts he was notified of via the
SmartRide program. An updated policy declarations page for the renewal has been
generated for Mr. ******* and the term premium at renewal has been reduced from
$1,546.39 to $1,385.47.
As Mr. ******* will see,
this discount program has saved him $160.92 for this six-month term. That
equates to about $26.82 in savings per month and we congratulate him on this
savings! It is important to understand, though, that participating in the
SmartRide program does not guarantee policyholders that they will never see a
premium rate adjustment when our Company adjusts our overall rating plan in the
state for all Members. The SmartRide discount program just has the opportunity
to provide an additional discount based on that person’s unique driving habits.
Further, calculating
insurance premiums is not a discretionary process. It involves applying rate
factors from the carrier’s approved rating plan based on coverage limits and
endorsements selected; as well as, the rating elements for the specific risk. We
are unable to deviate away from that rating plan.
At this renewal, Mr.
********* policy was subject to an update that we made to our rating plan that
is in place for all Members in the state of Illinois. To reiterate, by
participating in the SmartRide program, however, Mr. ******* has been awarded a
discount based on his unique driving habits that reduced his overall risk
exposure resulting in a premium that is lower than what it would have been had
he not participated in the program at all. The SmartRide program continues to
offer a discount off certain coverage premiums from 0-40% and never applies any
kind of surcharge based on unique driving habits.
In closing, Mr.
********* renewal has been adjusted to reflect the awarded discount and the
premium has been reduced. While still subject to our most up-to-date rating
plan, Mr. ******* always has the option to speak with an agent to ensure that
he is getting the best rate possible with our Company for the coverage that he
requires. An On Your Side® Policy Review may be completed at any time by
contacting our Company at ###-###-####.
If you require further
assistance, please contact ******* ******, at ###-###-#### or by email at **********************
Sincerely,
Blake Staake
Specialist;
Customer & Regulatory Solutions
cc:Customer Answer
Date: 11/03/2022
I accept the business's response to resolve this complaint.
Regards,
***** *******Initial Complaint
Date:10/20/2022
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.
The nature of my complaint is my daughter, ******* ******, was driving my truck and was hit by a full coverage Nationwide client. It's been over 6 plus weeks but they yet to resolve this matter. I sent them a police report clearly stating their client was at fault with a diagram of the collison which shows their client t boned the side of my truck. The accident seemed minor on my end but I had a granddaughter (****** *****) go to hospital to get checked out because she complained of a headache. It took weeks for them to ask me for pictures of my vehicle. I had 3 different insurance agents for Nationwide contact me and ask the same questions. My claim # is ******gn. Sean Rolling **************** is an agent I spoke to and and the other contact agent number is ************** ext *****.Business Response
Date: 11/07/2022
November 7, 2022
********* **********
Better Business Bureau
1169 Dublin Road
Columbus, Ohio
43215-1005
DOI File #: ********
Complainant Name: ****** ****
Insured Name: Oyeyemi Arotile
Policy #: ***** ******
Claim #: *********
Company Name: Nationwide General
Insurance Company
NAIC #: *****
OCR Ref #: *******
Dear Ms. **********:
This letter is in
response to the inquiry filed with your office. We appreciate the opportunity
to review the complaint and would like to address his concerns. ******* ****
states the claim is not resolved and he would like his truck repaired or
settled.
The claim was reported
on August 30, 2022, for an automobile accident. Nationwide spoke with Mr. ****
on September 7, 2022, and advised we were investigating the claim. On September
14, 2022, we spoke with the driver of Mr. ****’s vehicle, and she agreed to
send photos of the vehicle damages so we could complete our investigation of an
uncontrolled intersection accident.
On September 19, 2022,
we received a photo showing only the damaged area of Mr. ****’s 2004 Chevrolet
Trailblazer and we requested a photo showing the entire side of the vehicle. We
again requested this on September 29, 2022 and received the requested photo on
September 30, 2022. We contacted Mr. **** the same date and advised we were
accepting liability and reassigned his claim for an appraisal.
The new adjuster needed
additional photos to complete the estimate of Mr. ****’s vehicle and left a
message on October 4, 2022. We spoke with him on October 5, 2022 and asked for
photos of all four corners and the VIN, and he stated he would send them. We
had not received the requested photos and ran the evaluation with the
information we had. We contacted Mr. **** on November 3, 2022, to advise his
vehicle was a total loss and again asked for the requested photos of his
vehicle and VIN to complete the evaluation.
We had not received the
photos and called Mr. **** on November 4, 2022 and sent him an email asking him
to reply with the documents so we can settle his claim. Once we receive the
photos, we will finalize the total loss evaluation for payment of his vehicle.We’re sorry to hear our
service didn’t meet Mr. ****’s expectations. We take customer service very
seriously and continuously strive to improve our service.
If you require further
assistance, please contact Tonisha Jordan, at ###-###-#### or by email at
[email protected].
Kind
Regards,
***** *******
Claims
Compliance Specialist
Customer
and Regulatory SolutionsInitial Complaint
Date:10/17/2022
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.
2/10/22 Rear ended by uninsured motorist
2/10/22 Claim ****** ** with my insurance, including roadside to tow vehicle
2/10/22 Vehicle towed and left at unsecured lot, vehicle unsecured
2/14 or 2/15/22 I called ******* to inquire about my vehicle and they had not received it. I did a lot of searching and ******* found my car in the parking lot of the **** with the keys in it unsecured. It had been here since 2/14/22 unsecured and ******* did not know it was there.
2/15/22-current.....I have since found out that the reason the car still isnt ready is that during the repair process the technician working on my car was let go due to negligent and substandard work that had been going on for quite sometime prior to my vehicle failing their inspection. I have had to deal with 5 different rental cars, spent hours on the phone trying to get information but have only been lied to, misinformed, and ignored. I would like a resolution from my insurance company and ******* Collision as they work together. I have been a multiline customer with Nationwide Insurance for 25 years. The expenses from this entire claim including personal expenses completely outweigh the value of the vehicle and it should be totaled.Business Response
Date: 10/24/2022
*************
We appreciate your inquiry and the opportunity to address our insured’s concerns. We regret to
hear our service didn't meet her expectations. We take customer service very seriously and
continuously strive to improve our service.
Our insured reported a Collision and Uninsured Motorist claim on her Nationwide Insurance
Company of America Personal Automobile Policy on February 10, 2022, because of damages
caused to her 2019 Toyota Corolla from an accident earlier that same day.
Nationwide reached out to our insured on February 10, 2022, and expressed regret for her
involvement in the above accident. We explained the process to our insured, as well as
available coverages under her policy, and we made arrangements to move her vehicle to one of
our ** **** **** (***) shops for repairs.
There were clear opportunities with the tow company who moved our insured vehicle, and left it
unlocked in another business parking lot instead of the intended OYS shop. We worked quickly
to resolve this issue and to appraise our insured vehicle.
Our insured vehicle incurred damages of $9,869.09. However, the value of the 2019 Toyota
Corolla was $23,959 prior to taxes and other fees. Therefore, the vehicle was not a total loss.
Our insured was in a rental for an extended period of time. By selecting an *** shop to
complete the repairs to her vehicle our insured’s policy afforded additional rental coverage
above her policy limits.
Regretfully, there are nationwide shortages amongst all car manufacturers that impede
Bodyshop’s abilities to repair the cars timely. Toyota had a lengthy back order on the frame rails
for the 2019 Toyota Corolla. The *** shop worked diligently to repair the car as quickly and
efficiently as possible. During any repair there are safety controls put in place to ensure the
damages are returned to manufacturer specifications. During the repair the *** shop
discovered some of the repairs did not meet the specifications provided by the manufacturer.
Immediate efforts were taken by the *** shop to correct the issue before completing the
repairs, and releasing the vehicle to our customer.
In an attempt to resolve our insured’s concerns about the safety of the vehicle after repair,
Nationwide agreed to constructively total the vehicle on October 18, 2022. A Nationwide Retain
Settlement offer was extended to our insured in the amount of $24,970.30. Payment was issued
to our insured on October 20, 2022.
We appreciate having our insured as a customer, and we hope to have another chance to serve
her in the future.
If you require further assistance, please contact Claire Steiner, at ###-###-#### or by email at
**********************.
Sincerely,
******** ** ******
Claims Compliance Specialist
Customer and Regulatory SolutionsInitial Complaint
Date:10/16/2022
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.
- Date of the initial request: 9 January 2021
- The amount of money I should have then received is 1,698.95
- The business committed to transfert 401k to new employer retirement account when requested
- The nature of the dispute is the withholding of my account moneys against my will, despite multiple attempts and the absolute refusal from Nationwide to acknowledge my inability to run financial business in a foreign language over the phone. It has resulted in numerous correspondences from me to them without resolution.
- Nationwide has not tried to resolve the problem, including the headquarter, all representatives have differ response to an other party…
Nationwide Account *********
This situation has been ongoing on for too long, I am tired.Business Response
Date: 10/24/2022
Customer has been contacted directly and their concern addressed. Return contact info has been provided to the Customer in case there are further issues. Complaint has been resolved.Business Response
Date: 10/31/2022
Good afternoon,
Please see the attached distribution form and email response to Mrs. ********. Mrs. ******** will need to complete and return the distribution form and follow the directions and guidelines on the form in order to process her rollover. We apologize for any frustration this has caused.
Customer Answer
Date: 11/01/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because: the alternate company used by Nationwide to rollover my funds wants to charge me a transaction fee.- I have never been made aware of this fee at time of enrollment. It should be waived
- The form proposed would not reflect the original date of rollover request (09/01/2021) the funds then and now are not the same
Regards,
***** ********Initial Complaint
Date:10/07/2022
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 heard their ad on the TV. I contacted this company and asked if they would cover a cram on my tooth. The rep told me yes. They told me I would have coverage on 7/1. On 7/11, I had the cram process started. On 7/26, it was completed. They submitted it to insurance and they didn't hear anything. I contacted the company multiple times and they finally told me there was confusion with my name. They didn't pay on it.
10-18-22
To whom it may concern,
I'm refering to a letter recently received from BBB about a letter complaint I submitted earlier. My complaint is towards Nationwide Insurance Co, not my dentist. Nationwide has not reemburced me for a crown owrk done in July. They should also remburce me for paying them for 2 policies when I asked for one. I appreciate your help.
Thank you.
******* *********
***** *** ***
****** ** *****Business Response
Date: 11/14/2022
*************
Nationwide Life Insurance Company (“NLIC”) and Merchants Benefit Administration (“MBA”) are in receipt of the above referenced inquiry. The member has dental coverage as a benefit of membership in the National Small Business Association (“NSBA”). The dental coverage is fully insured and underwritten by NLIC. MBA is the third-party administrator responsible for administration of the coverage.
The claim for the date of service July 11, 2022, was received by MBA on 10/26/2022 and processed. The member’s claim was submitted with other carrier insurance and according to the Explanation of Benefits, the other insurance paid $441.50. The member’s plan coordinates benefits and the other insurance paid more than the allowed amount of $398.00 which MBA would have paid. When the primary insurance pays more than the allowed, there is no additional payment due.
It is a common misunderstanding that secondary coverage will pay any charges not paid by the primary carrier. This is not the case. The secondary insurance pays in accordance with the benefits of the plan. In this case as noted above, there is no additional payment due for the date of-service, July 11, 2022.
We appreciate the opportunity to respond to this inquiry. If further assistance is needed, please feel free to contact MBA directly at ###-###-####.
Sincerely,
**** ******
Operations Manager
Nationwide Insurance
###-###-####
****************
***************
Initial Complaint
Date:10/05/2022
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.
One of Nationwide’s policyholders hit my truck from behind on 9/3/22. The kid was ticketed for careless driving so he was at fault.
I never heard from Nationwide (which should have never my first indication of how this was going to go). I had to contact them to initiate the process. Their excuse was they didn’t have my contact info. It was clearly in the police report. I called them gave them all the info they needed. They told me to take my truck to the shop of my choice to have an estimate done. Took off work to do that.
The shop sent 46 pictures of the damages to Nationwide. Wasn’t good enough. They needed to send out their own claims assessor. He met me at my place of employment. Took several more pictures. Guess their cameras are better than Auto Plex’s.
Last contact I had was on 9/29/22 with ****** *******. She left a voicemail for a ******** ****** that it’s been 4 weeks and we need a resolution to call me asap. I called him on 9/30/22 and again on 10/3/22 and left messages.
As of today, 10/5/22 I still have not heard from them. It’s going on 6 weeks I have been driving a wrecked truck with a bent frame.
At this point I have no doubt my tires need to be replaced as well. I am turning this over to my insurance company to collect.
I absolutely would NOT recommend Nationwide ANYTHIING to anyone. Negligent company at best!
Business Response
Date: 10/14/2022
*************
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 his concerns.
This loss is reported
to have occurred on September 3, 2022, for damage caused to claimant, ***** ******’s vehicle. The claim was reported
to Nationwide on September 10, 2022, by our insured. We obtained a statement from our insured
driver who confirmed the insured vehicle struck the claimant vehicle in the
rear. Our insured driver was found to be
responsible for damages caused to Mr. ******’s vehicle. Based on our records, the claim was filed
with no claimant information provided.
We were contacted by a
relative of Mr. ****** who assisted with the assignment for repairs. After receipt of the photos submitted for Mr.
******’s vehicle, we found a physical inspection of the vehicle was warranted. An independent appraiser was assigned to
assess the claimant vehicle. At this
time the assessment and estimate have been completed; however, we have been
advised Mr. ****** is working with his carrier for the resolution of his
claim.
We regret to hear our
service did not meet Mr. ******** expectations, and apologize for any
inconvenience cause to him during the handling of the claim. We take customer service very seriously and
continuously strive to improve our service. Once the demand for payment has been received
from Mr. ******’s carrier, it will be reviewed for payment.
If you require further
assistance, please contact our Customer Relations Coordinator, ***** *******,
at ###-###-#### or by email at**********************
Sincerely,
*** ****
Claims
Compliance Specialist, Customer and Regulatory SolutionsInitial Complaint
Date:09/20/2022
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.
We have a pipe break in your basement on July 29th 2022.
We called to turn in the flooded basement and they sent someone August 2 they were at the house a few hours, returned the next day for about seven hours. They removed everything that was dry and wet. The dry items were put in storage, the wet items were thrown in our side yard.
After have no adjuster for two weeks, one called but never called back or replied to emails. We are now two adjusters in and they want us to do all the inventory of the loss. Yet we have video footage of the restoration company coming August 15th and telling us they were taking all the photos and sending in the inventory they took and what we had.
Now we are two months in and back to us doing all the inventory.
Then why did Nationawide pay this company 7500. without our knowledge? They were at our home less than 2 days, mostly only two females working? Were is the inventory and photos?
We are now looking into getting a lawyer and a independent adjuster. They have sent a investigator, who we cooperated with, then they sent people to our home and more or less said we were lying and questioned everything.
I am sure I wanted a basement to completely flood and ruin our belongings and our sons newly finished bedroom.
Glad we renew our policy in two weeks. After 30 yrs with Nationwide we will be finding a new company and broker.
Business Response
Date: 10/06/2022
*******************
Thank you for your recent inquiry regarding the complaint you received from our insured, **** ********. We reviewed the complaint, as well as the claim file, and appreciate the opportunity to address Ms. ********’s concerns. Ms. ******** presented concerns surrounding the claim handling, and payments issued.
Initially, the insured advised they were unable complete the contents collaboration. Nationwide asked the mitigation vendor to assist the customer with taking inventory of damaged items. In the midst of their contents collaboration, and before it was completed, the insured advised they would finish it themselves. Once the vendor was no longer involved, a Reservation of Rights and Proof of Loss were sent to the insured on September 13, 2022. The information sent outlined what was needed to bring the claim to resolution. The customer has sixty days (through November 14, 2022) to complete, and return the Proof of Loss for the contents claim. This is the only remaining item pending on this claim.
Regarding the payment issued on the claim, the payment was for completed mitigation (storage, packing, dumpster, etc…) The initial check issued for $7,566.63 included both the vendor’s name, and policyholder’s name. The agent reached out to Nationwide asking that the check be made payable to the vendor alone as the policyholder did not want to speak with them again. Nationwide had an authorization signed by the policyholder to issue the payment directly to the ******** ****** ******* vendor, *** ****, therefore, the payment was reissued accordingly. Based on our review of the vendor’s estimate, we believe it to be reasonable and necessary for services provided.
If you require further assistance, please contact ****** *******, at ###-###-#### or by email at **********************.
Sincerely,
***** ******
Compliance Specialist
Enclosure(s)
Customer Answer
Date: 10/10/2022
This is not true at all as stated I have filmed video of the vendor stating they were being paid to complete the inventory. I cannot believe Nationwide takes the word of a vendor with by the way VERY bad reviews over a customer of over 30 years. We will hire a third party to deal with this and NEVER give Nationwide another penny. We NEVER TOLD your vendor cny fire to not complete the inventory. No matter what this entire claim has been mishandled. *** **** even remarked they were disgusted that Nationwide was not doing their job. No contact with us or cny, then no adjuster at the property! This is a total mishandling by Nationwide that they are passing off as the vendor's fault. This was the fault of Nationwide and the vendor.Business Response
Date: 10/28/2022
************
Thank you for your recent contact regarding **** ********’s rejection of our previous response. We reviewed her additional comments, and appreciate the opportunity to address her ongoing concerns.
In her rejection, Ms. ******** notes no one from Nationwide has been to her home. This is incorrect. On September 13, 2022, two Nationwide associates, claims specialist, ******* ********, and claims manager, **** *********, went to Ms. ********’s home along with her agent. They confirmed mitigation had been completed, and no rebuild was needed. They also advised a contents list was needed.
Nationwide continues to await the return of the Proof of Loss for the contents which was sent to the insured on September 13, 2022, along with a Reservation of Rights letter. The claims specialist called the agent to follow-up on the status of the contents list on October 19, 2022. The agent advised Ms. ******** was still working on the document.
On October 25, 2022, Nationwide was contacted by a Public Adjuster, **** ********. He advised he had been retained by our insured to put together an inventory for their contents. He asked for a representative from Nationwide to be there to substantiate the inventory. Nationwide determined there was no need to meet with the Public Adjuster. We just need the Proof of loss, and once received, it will be reviewed to determine how to proceed.
Nationwide received the letter of representation from the Public Adjuster on October 26, 2022. The claims specialist contacted Mr. ******** and he advised he was going out the next week to start the inventory process. The claims specialist asked that the Proof of Loss and contents list be sent to Nationwide by November 14, 2022. Mr. ******** asked for an extension as he
wasn’t sure he could meet that deadline. On November 27, 2022, the claims specialist e-mailed
Mr. ******** advising they were granted a sixty-day extension. It would now be due by December 26, 2022.
Nationwide continues to stand ready to work with Ms. ********, and Mr. ******** to bring this claim to resolution. If you require further assistance, please contact ****** *******, at ###-###-#### or by email at ***********************
Sincerely,
***** ******
Compliance Specialist
Customer Answer
Date: 10/28/2022
The whole problem is all along the company paid to provide the inventory was paid 7800 to remove content and provide inventory list to nationwide. Here we are three months later with no list of content. however, the terrible company that did not complete the job of proving the inventory was paid before providing. The two agents that came to the houses treaded us terrible! as we were told by ********, nationwide was waiting for cny fire to provide the inventory, so where is the inventory? Attachments show the proof *** should have provided inventory! A letter of representation has been provided and still no inventory from cny or nationwide
Regards,
**** ********Initial Complaint
Date:09/20/2022
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.
Claim Number *********.
My accident occurred on 6/18. When I tried to call the roadside assistance service, they were not responsive and did not arrive on time. I had to contact a local towing service to pick up my car. Once I filed my claim, Nationwide insured me that I'm good to go.Fast forward two weeks later, I did not get any follow-ups. I tried to contact my original point of contact from NW and she was not responding to any of my calls/emails. After trying to contact Nationwide with multiple attempts, they told me that she's not my estimate adjuster and forwarded me to another person.
That person then worked with me for about 2 days and also went AWOL. He then moved my claim to ANOTHER adjuster, who then went on vacation a day after he took over my paperwork. Once he was back from vacation, it took him almost a month to finally get into agreement with the estimate from the repair shop. In addition, he told me that he will send me a check for the repair, but then I found out that he never sent it so he had to get it wired to my bank.
This process was really frustrating because he was extremely unresponsive.
Fast forward to late August, we then learned that my vehicle is now a total loss. Once again, my total loss adjuster worked really slow and was not responsive when the repair shop contact him.
At this moment, I still did not get my payout for my total loss and they only covered 30 days of rental so now my wife and I are left with no vehicle to get to work. My family is now at risk of losing our job because we cannot travel to work, and we cannot afford to pay for a new vehicle because Nationwide doesn't work fast enough to get our reimbursement.
Nationwide is extremely painful to work with, and has been the major stress for my wife and me for the last 3 months. As loyal customers, we felt extremely mistreated and did not receive the attention we deserved.
Business Response
Date: 09/26/2022
******************
We appreciate your inquiry and the opportunity to address our insured’s concern(s). We regret to hear our service didn't meet their expectations. We take customer service very seriously and continuously strive to improve our service.
On June 19, 2022, our insured, **** ****, reported a Collision claim against his Nationwide Insurance Company of America Personal Automobile Policy because of damages to his 2019 Tesla.
Agero received the tow request on June 19, 2022. There was a technical issue with ***** setting up the case which delayed a service provider being dispatched. Once the issue was identified, a service provider was dispatched, but were unable to assist because the insured received assistance from another provider.
On June 20, 2022, we contacted our insured and explained the coverage on his policy as well as offered an On Your Side (OYS) repair shop for the repairs as he did not currently have a repair shop. Our insured advised he would be looking at shops and would get back to us.
On June 21, 2022, our insured sent an email to Nationwide advising he would like to have his car sent to Fix Auto Anaheim. We contacted the tow yard to obtain the necessary information to remove the vehicle and tow it to the insured shop. Additionally, Nationwide reimbursed our insured $395 for the initial tow that same day.
On June 22, 2022, we received an email from our insured advising his shop of choice would be unable to complete an estimate of repair for the insured vehicle until July 13, 2022.
On July 15, 2022, we spoke to the OYS Shop manager, and he advised they are not Tesla certified, but they send Tesla work to another shop (******* ** ****) for estimates. An estimate was uploaded to Nationwide on July 18, 2022.
On July 28, 2022, it was determined the new shop of choice was not a Nationwide OYS facility and an appraiser was assigned to inspect the vehicle. Nationwide prepared an estimate on August 2, 2022.
On August 9, 2022, our insured’s shop of choice advised they would not schedule an appointment for the insured repairs as we had not agreed to their labor rates. Nationwide reviewed the labor rates and agreed to match the shop.
On August 23, 2022, our insured’s shop contacted Nationwide and advised they would be submitting a supplement. This supplement would include removing and re-installing the battery due to significant damage under the vehicle.
On September 6, 2022, Nationwide received a supplement with an additional $22,198.87 in damage. Nationwide contacted our insured to advise we would reinspect the vehicle as it may be a total loss.
On September 7, 2022, Nationwide confirmed with the shop the current repair estimate was $27,249, and the shop expects additional supplements for the suspension after teardown.
On September 8, 2022, Nationwide contacted our insured and advised him the vehicle was considered a total loss. We updated the insured on the process and set his expectations.
On September 12, 2022, Nationwide emailed our insured the appropriate forms, valuations and estimate with offers for Nationwide Retain, or Owner Retain. Additionally, we advised we had contacted our insured’s lienholder for a payoff. Our insured chose to accept the Nationwide Retain settlement offer.
Regretfully, the lienholder experienced delays and notified Nationwide the earliest they would provide a payoff quote was September 26, 2022. Nationwide continued to aggressively contact the lienholder to expedite this process. Nationwide received the lienholder payoff quote on September 22, 2022. Nationwide issued full payment to the lienholder and the insured on September 22, 2022.
If you require further assistance, please contact ******* ****, at ###-###-#### or by email at *********************.
Sincerely,
******** ** ******
Claims Compliance Specialist
Customer and Regulatory Solutions
Customer Answer
Date: 09/26/2022
I accept the business's response to resolve this complaint.
Regards,
**** ****Initial Complaint
Date:09/13/2022
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.
Nov, 2021 Nationwide had a inspector to come inspect my property upon his inspection he left the cover and top off my hot tub in my backyard. Which we had a lot of rain then it was very cold outside which the water turned into ice. I spoke with **** ***** who a claim specialist. He ask me to find a repairman to find out what wrong with the hot tub. It took me a longtime to find a repairman for hot tub. I had to pay $900.00 just to have it diagnosed l. Which **** said the can repay me. I am now being blocked from from emails and calls he will not return my calls. I sent all information to him and repairman have sent over repair estimates. This was not something I done it was there inspector who left the top off after taking picture. My hot tub was working and drained before he left the top off.
Also they have spoke up my homeowners and car insurance with no explaining why my insurance went up which I don't drive far but 1 or 2 a week. I never go over 20 miles per week.Business Response
Date: 09/22/2022
******************
Thank you for your
recent inquiry regarding your above referenced file. We have reviewed this
claim file and would like to address Ms. ******’ concerns.
On January 10, 2022,
Nationwide Insurance Company of America (hereinafter “Nationwide”) received a
first notice of loss on **** ****** and ******* ********** homeowner’s policy.
Ms. ****** reported that Nationwide had sent out an inspector to look at her
property on the outside, for purposes of underwriting, and left the cover off
her hot tub. She alleges that this caused damage to her hot tub. We reviewed
photos taken, and the cover was on the hot tub at the time the photos were taken.
Ms. ******’ has also provided the Better Business Bureau a policy from
American Home Shield, not Nationwide, and she may want to consider filing a
claim with them for this loss.
Nationwide has offered to investigate the loss to determine
if any coverage would apply; however, Ms. ****** has not decided if she is
pursuing a claim at this time. If Ms. ****** would like us to investigate her
loss, she should contact the assigned adjuster. A complete investigation would
be completed at that time to determine if any coverage applied to the claimed
damages.
Ms.
******’ Homeowner policy began with our Company on October 25, 2021 and has not
had a change in premium since its inception. Further, our policy renewal offer
has not been generated yet for the next year. Her Auto policy incepted on the
same date as the Homeowner and with a premium of $916.33. It last renewed on April
25, 2022 and had a term premium of $1,173.42. The reasons for the
change/increase in premium at the last renewal are as follows:
State-wide
rate plan change:
There
was a change to our Personal Auto rating plan. The revised rating plan began with the policies effective or renewing on
or after December 29, 2021. The renewal
term was rated utilizing the revised rating plan. It is important to understand
that no part of insurance policy premiums, or the calculations, are discretionary. Carriers develop a rating plan with specific
rules on how the rating factors and discounts will be applied with the
Bureau. Then the approved rating plan
must be followed for all consumers.
Easy
Pay Discount removed:
Ms.
******’ policy previously received the Easy Pay discount during its first term
with our Company. This Easy Pay discount is a one-time discount for signing up
for our auto-pay program. The discount is then removed at the following
renewal.
Paperless
Discount removed:
Ms.
******’ current document delivery preferences do not align across policy and
billing documents. Some are paperless and some are US mail. Therefore, in order
for Ms. ****** to obtain the Paperless Discount again, she must update her
document delivery preferences to be delivered via paperless email. This can be
completed by her updating her preferences via her online Nationwide customer
account and making her elections.
We
recommend that Ms. ****** regularly review her insurance policy characteristics
and needs with an agent to consider various coverage options and potential
savings that may be available to adjust her premium. Her local agency may be
contacted at ###-###-#### or our Company may be contacted at ###-###-####.
If you require further
assistance, please contact **** *********, at ###-###-#### or by email at ************************
Sincerely,
***** ********
AVP, Customer Relations
Office of Customer
RelationsCustomer Answer
Date: 09/26/2022
January 10, 2022, When speaking to **** ****** He apologized for not getting back to me sooner then January 10,2022which I had to keep calling until he called on January 10, 2022. I told him what happen aswe all know in October /2021 was a raining month in Illinois.I told **** I been trying to get in contact with him. he asked me to find someone to inspect the hot tub. remind you this in Jan/2022. who going to inspecta hot tub that time of year. March /2022 when the hot tub man came ice was still in the hot tub so this why it had to wait until the ice had melted. I was neverask to file a claim. I was even giving a what I thought was a claim number which he told me Sept 22, 2022 it was just a claim number but not a claim.and he never told me that I had to file a claim. why should I file a claim for somethingNationwide inspector did this to my hot tub, **** ****** told me on September 27,2022 he was looking at the picture and he did not see no water was in the hot tubafter he took the cover off. all these pictures was not sent to BBB or other agency. my home is under the ring home security which clearly show the inspector talking the cover off the hot tubI dont have to lie and if all this was not true they don't have picture which not true. then why would **** have me to pay $900.00/ then after almost a year after they got the estimates it became a problemif a claim was not file and I know each insurance company company I had have always took picture of everything on my property even my shed becausemy hot tub is covered. If i file a claim that goes against me which causes me to be high risk again. I never sent the video showing the inspector taking offthe cover and hottub, he closed the top but never fully put the cover back on my hottub. Nationwide is being dishonest these videos don't lieThe only reason why the first person I got to inspect the tub was because it was filled with ICE in march and also they wanted to be paid before they inspect the tub. I contacted **** ****** he told me it something that could be covered still never told to file a claim then.Mr. **** ****** blocked me from emailing him and never gave me a extension number to contact him. anything my insurance cover they take picture of it to make sure it worth covering. this not fair and **** try to tell me to go after the inspector but i never hired them to come on my property' all this was said after estimate was sent . **** only call after i filed a complaint and yes I was undecided, because I have no understanding to why I have to file a claim something their inspector did to my hot tub. why now he asking me to file a claim after seeing the estimate. I do have the video just wanted to see how honest these folks was going to be...
Regards,
**** ******Business Response
Date: 10/04/2022
As stated in our
previous letter, Nationwide has offered to investigate the allegations brought
forth by Ms. ******; however, Ms. ****** would need to authorize us to proceed
with the claim so we can fully investigate. Ms. ****** has not provided us any
authorization at this time to proceed with her claim.
Ms. ****** is
requesting a payment be issued without a claim being filed. In order for a
potential payment to be issued, a claim must be initiated and investigated for
coverage that may or may not apply.
Without any new
information, our decision remains unchanged, and is based upon the information
we have received to date.
If you require further
assistance, please contact **** *********, at ###-###-#### or by email at ************************
Sincerely,
**** *********
**** *********
Compliance SpecialistCustomer Answer
Date: 10/04/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
Regards,
**** ******Initial Complaint
Date:09/06/2022
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.
On July 7, 2022, my friend and I flew to Venice from Indianapolis, Indiana, on a vacation scheduled through the ******* ******* ****. We arrived in Venice on July 8, spent the night in Venice at a nice accommodation and were taken to Trieste, Italy, by bus to board the ********* to cruise the ******** *** for seven days. All went well until the evening of July 10 when I began to get a sore throat and then on the evening of July 11, I was extremely exhausted.
On the morning of July 12, I called the medical number on the ship and was administered the Covid test which was positive. (Luckily I had had all the vaccinations and boosters.) I was placed in Isolation and was told by the ship's medical personnel that I would be in isolation for six days. Since I only had three days left on the cruise, I was told via letter that I would be placed in isolation at the **** ****** ** ******** in Venice until July 19 since Italy required seven days of isolation. I was not offered any medication or the care the insurance stated I was entitled.
On July 16 when the ********* docked in Trieste, I received a call at 5:10 a.m. stating that the medical personnel needed to administer another Covid test. The test was perfunctory. The swab did not even ascend into my nostril; it only barely entered the base. They then called and said that I was “negative”, put me in a wheelchair since I was debilitated and could hardly walk, and took me to the bus to ride two hours to the Venice airport which is contradictory to ******* ******* and Italy’s isolation requirements as stated in the enclosed letter(s).
When I got to the airport, I was so weak and ******* provided no further assistance. I was alone to navigate the airport with “cruise luggage”!
I filed a claim (#*********) on July 28, 2022, since I purchased insurance and am still waiting for a resolution which was supposed to be "in the average of 21 days.Business Response
Date: 09/15/2022
****************
Thank you for your September 9, 2022, correspondence regarding the above matter. After review of this inquiry, we have determined that Ms. ******* claim is now eligible for a cash reimbursement under the terms of the Plan purchased as explained below.According to the information received, Ms. ***** was on the July 8, 2022, sailing of the Holland America Oosterdam when she became ill and was then diagnosed with Covid-19. Ms. ***** initiated a claim with *** ********* who provides claim administration services on our behalf for the policy Ms. ***** purchased, on August 3, 2022. Unfortunately, Ms. ***** did not submit documentation confirming such diagnosis and medical care upon initiating her claim. As such, *** ******** requested this documentation on September 8, 2022.
Ms. ***** has now submitted this documentation and based on the review of this documentation; *** ******** is now able to process Ms. ******* claim for Trip Interruption benefits for the four nights of the cruise she missed upon her early disembarkation. Accordingly, payment in the amount of $504.04 is presently being sent to Ms. ***** directly, said amount reflecting the refund of the four nights she missed of her scheduled cruise.
We trust this responds to the concerns raised by Ms. *****. If you have further questions regarding this matter, please contact me at ###-###-#### or at **************************
Sincerely,
******** ******
Operations Manager
*** ********** ****** *******
********* ** *****Customer Answer
Date: 09/23/2022
Since I paid $2908.05 for the trip and bought insurance I would expect to get a full refund.
I was supposed to go to a hotel in Venice for the remainder of my isolation period. But do to a Covid test that was given incorrectly on Saturday July 16, and gave a false negative, I was sent home sick. I was taken by wheelchair to a bus that took me to Venice airport. When we arrived at the airport I had no help and had to pull my luggage and walk a long distance to the terminal. I was so weak and had a really hard time walking and pulling my luggage. I tried to get directions on where I needed to go from a Holland employee but was ignored. With the insurance I purchased and the awful treatment I received, I don't think their offer of $504.04 is satisfactory.
I do hope you can help me .
Thank you,
********* *****
Sent from my iPhoneBusiness Response
Date: 10/06/2022
******************
This is in regard to Ms. ******* additional comments, received by our office on September 27, 2022. Ms. ***** indicates that she feels she should receive a full trip refund due to her situation, and the fact that she purchased travel protection.
Please allow us to explain that the travel protection plan Ms. ***** purchased provides reimbursement for missed cruise nights due to a covered reason, in Ms. ******* case, due to her illness. Based on the information received, Ms. ***** was placed under quarantine during her cruise, missing four of the seven nights of her trip. The reimbursement provided to Ms. ***** was a refund of those four nights of her trip cost. We are unable to provide reimbursement to Ms. ***** for the portion of the cruise she was able to partake in prior to her diagnosis and quarantine, nor for the airfare she used in conjunction with this cruise.
While the plan does offer reimbursement for certain additional expenses incurred as a result of a covered sickness and/or quarantine, i.e., additional airfare expenses incurred due to a delayed or early return, or hotel expenses incurred due to a delayed return, from Ms. *****’s information, she did not incur any such additional expenses. As this plan is a reimbursement policy for such specific out of pocket expenses, as no such expenses were in fact incurred by Ms. *****, there is no further reimbursement due to Ms. ***** under the plan.
We certainly appreciate Ms. ******* disappointment, however, please be assured that the reimbursement provided to Ms. ***** was the appropriate reimbursement in accordance with the terms of the plan she purchased.
We trust this responds to the additional comments from Mrs. *****. If you have further questions regarding this matter, please contact me at ###-###-#### or at ***************************
*** ********** ****** ********
********* ** *****
******************
Sincerely,
Samantha Farley
Operations Manager
*** ********** ****** *******
********* ** *****
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