Complaints
This profile includes complaints for Nationwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 195 total complaints in the last 3 years.
- 37 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/22/2022
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 December 7, 2021 at 7:00 pm my Catalytic Converter was stolen. To try and make a long story short my son helped me by calling Nationwide and reporting the comprehensive claim. It was 7:00 pm and the shop that I take my car to was closed. The claims person told my son that they will send a tow truck driver out and store it until the next day to have it fixed.
The tow truck driver called my phone *(still have his number) ###-###-#### and said that it would take hours for them to come. It was not a good neighborhood and my son couldn't wait with me. The tow truck driver suggested I go home and he would pick up the keys from my apartment because the car was close to my house.
He came and I gave him the keys. He made me sign a towing agreement. It had where he was taking the car. (attached slip). My car sat at this storage place, ****** **** ******** for six days. Meanwhile I was in a rental car. I was very concerned about them being able to get the part. When it finally arrived at ****** ******* where my car is under warranty. The service manager, ****** mentioned that my car had body damage. When I went to pick up the car, I almost fainted ($2,130.00) job to fix. (pictures attached)
My son and I did not notice that. We suspected that it had to be done by the tow truck driver that Natioinwide hired or it could have also been ****** **** ********. The mechanic told me my car was drivable. So I drove it home and called Nationwide right away
They told me I had 3 options.
1rst. Keep it on the old claim and the adjuster will determine if it was from the thieves. He didn't recommend that.
2nd File the new claim. Have my car fixed wherever I want. I get another rental car. I must pay another 250.00 deductible. They will determine who caused the damage and I could get back my deductible, but can't promise.
3rd option is to go through Customer Advocacy. They will go after ***** ( road side assistance through Nationwide.) I will not be able to get my car fixed right away. Might take forever to get my car fixed.
Since it was most likely the tow truck driver they made me treat it like it was another claim and forced me to pay another 250.00 deductible, which I was very angry about. So I had to take it back again. While I was driving the badly damaged car, I noticed a real loud sound that was not normal. I told them and they said they will fix the damage first and then work from there. So when I picked up the car, the sound was still there. I took it back to ****** *******. They said it was the rear differential that was bad.
******, got the repair covered under the warranty. (very expensive job) because they didn't want to have to fight with the Nationwide and they wouldn't be able to prove that it was caused by the tow truck company The warranty charged me another 100.00 deductible. (Nationwide gave ****** a really hard time at first about paying for a Catalytic Converter factory part. They refused to pay at first. They would only pay for after factory parts (used I guess).
I had the Rear differential fixed. Ever since, my car has not been running the same. When I drive to the el station every morning, my car does not coast properly. It feels like there is a pulling back or dragging. I tell the mechanics and they do not know what it is. They say that this is normal for the CVT Transmission, but I know that it did not drive like this before. I think this is costing me more money in gas because I have to put my foot on the gas way more often to make it move. It is currently only getting 16 miles to gallon.
Complaint
Nationwide didn't take any pictures before it was towed.
They let my car sit at ****** **** ********* for 6 days before it finally got towed.
Found out through several people that if the tow truck company didn't use a flat bed, then it would have most likely caused more damage to my car. Rear differential or damage to the transmission, possibly.
Have been jerked around since March 8 from ***** who is doing the investigation. I told him that I want answers as to how the tow truck company towed my car. I totally relied on him to find all this out because I thought that was his job. ###-###-#### Ext. ***** I have called Office of Customer Advocacy ###-###-####, complained to ***** Customer Care ###-###-####, Escalating Team ###-###-####
***** called back in April and said he would get back to me the following week. I am still waiting for his call. I called and left messages. No acknowledgement from him at all.
Complained again to Customer Advocacy ###-###-####. Received a follow-up acknowledgement email (attached) May 3, 2022. Still no answers.
Called and complained again. On May 10, 2022 ******** from Customer Relations ###-###-#### called and left a message. I spoke with her. She promised that the vendor (which is tow truck company presume) would reach out to me. They finally sent an email. (attached),making me fill out and answer all these questions.
The main question is still not answered. How did the tow truck company tow my car. Did they use a flat bed. What caused all that damage?
On June 15, I called ***** Damage Department to ask if anyone tried to call and leave any messages. He said no and could not answer my question as to how the car was towed. Forgot to get his name.
Other things
I called ****** ***********. They claim that they always take pictures when it first arrives.
I also called the number in my phone which was the tow truck driver that took my keys. A man answered. He was not the man that took my keys. He said that the job was cancelled. He did not know who towed my car. He said that if it was him, he would have taken pictures of the car before it got towed. ******, mechanic that fixed my car doesn't remember if it was on a flat bed or not when they brought it in.
Business Response
Date: 09/21/2022
`:
Nationwide is in receipt of the complaint from Ms. **** *******. For clarity, we have attempted to break down each concern and to provide our response along with each of those concerns.
• On December 7, 2021 at 7:00 pm my Catalytic Converter was stolen. To try and make a long story short my son helped me by calling Nationwide and reporting the comprehensive claim. It was 7:00 pm and the shop that I take my car to was closed. The claims person told my son that they will send a tow truck driver out and store it until the next day to have it fixed. The tow truck driver called my phone *(still have his number) ###-###-#### and said that it would take hours for them to come. It was not a good neighborhood and my son couldn't wait with me. The tow truck driver suggested I go home and he would pick up the keys from my apartment because the car was close to my house. He came and I gave him the keys. He made me sign a towing agreement. It had where he was taking the car. (attached slip). My car sat at this storage place, ****** **** ******** for six days. Meanwhile I was in a rental car. I was very concerned about them being able to get the part. When it finally arrived at Nissan Perruzi where my car is under warranty. The service manager, ****** mentioned that my car had body damage.
Nationwide was made aware of damages reported to have occurred as a result of this tow request. Nationwide did present Ms. ******* with options to pursue the damages. Nationwide paid the damages caused as a result of this related tow service request and subrogated the tow provider.
• I almost fainted ($2,130.00) job to fix. (pictures attached) My son and I did not notice that. We suspected that it had to be done by the tow truck driver that Natioinwide hired or it could have also been ****** **** ********. The mechanic told me my car was drivable. So I drove it home and called Nationwide right away They told me I had 3 options. 1rst. Keep it on the old claim and the adjuster will determine if it was from the thieves. He didn't recommend that. 2nd File the new claim. Have my car fixed wherever I want. I get another rental car. I must pay another 250.00 deductible. They will determine who caused the damage and I could get back my deductible, but can't promise. 3rd option is to go through Customer Advocacy. They will go after ***** ( road side assistance through Nationwide.) I will not be able to get my car fixed right away
Nationwide did present the customer with three options in which to pursue her claim. Ms. ******* elected to move forward with a second claim and deductible. By doing this, Nationwide would pursue subrogation for damages caused by *****.
• Since it was most likely the tow truck driver they made me treat it like it was another claim and forced me to pay another 250.00 deductible, which I was very angry about.
Nationwide advised of Ms. *******’s options and she elected to open a second
comprehensive claim under her personal auto policy. The $250.00 deductible was recovered and reimbursed to Ms. *******.
• Nationwide gave ****** a really hard time at first about paying for a Catalytic Converter factory part. They refused to pay at first. They would only pay for after factory parts (used I guess)
Nationwide is contractually bound by the policy. Original Equipment Manufacturer (OEM) parts are not covered per Ms. *******’s policy, as it is an added endorsement. Nationwide approved aftermarket parts for the repair to the catalytic convertor.
• Ever since, my car has not been running the same. When I drive to the el station every morning, my car does not coast properly. It feels like there is a pulling back or dragging. I tell the mechanics and they do not know what it is. They say that this is normal for the CVT Transmission, but I know that it did not drive like this before. I think this is costing me more money in gas because I have to put my foot on the gas way more often to make it move. It is currently only getting 16 miles to gallon.’
Nationwide does not have any documentation to support additional damages are related to the loss. As previously noted, the rear differential was replaced under warranty. If Ms. ******* has supporting documentation which relates the transmission back to the loss, we request that she please provide that for review and consideration.
• Nationwide didn't take any pictures before it was towed.
Service providers are requested to take photos when possible. In this case, the photos provided where taken at the time of drop off.
• Found out through several people that if the tow truck company didn't use a flat bed, then it would have most likely caused more damage to my car. Rear
differential or damage to the transmission, possibly.
The vehicle was towed using a wheel lift from the front and dollies placed on the rear wheels.
• Have been jerked around since March 8 from ***** who is doing the investigation. I told him that I want answers as to how the tow truck company towed my car. I totally relied on him to find all this out because I thought that was his job. Erwin called back in April and said he would get back to me the following week. I am still waiting for his call. I called and left messages. No acknowledgement from him at all. Complained again to Customer Advocacy ###-###-####. Received a follow up acknowledgement email (attached) May 3, 2022. Still no answers. Called and complained again.
We regret our service did not meet Ms. *******’s expectations. We stand ready to assist if further direction is needed.
• The main question is still not answered. How did the tow truck company tow my car. Did they use a flat bed. What caused all that damage?
The vehicle was towed using a wheel lift from the front and dollies placed on the rear wheels. The vehicle wheels were not touching the road during transport. If Ms. ******* has additional damages relating to the tow, we request that she please provide
documentation for review and consideration.
• What do I want? I want answers as to how the tow truck drivers towed my car. Did they use a flat bed? What caused the actual body damage.
Instruction provided above.
• I want Nationwide to take some responsibility for hiring these people. I would like my transmission checked and I want proof that my transmission is not damaged from all this. I want Nationwide to pay any expenses that involve checking my car
We sincerely regret our customer service did not meet Ms. *******’s expectations. We stand ready to assist should supporting documentation be received for additional review and consideration.
• I want the $250.00 deductible back and any other deductibles I have/or had to pay
Nationwide issued a deductible reimbursement in the amount of $250.00 on June 29, 2022.
• I want to be compensated for anymore damages that were caused from the tow truck companies.
In the absence of any additional information, we consider the claim resolved.
If you require further assistance, please contact ****** *******, at ###-###-#### or by email at **********************.
Sincerely,
******** ******
Claim Compliance Specialist
Customer and Regulatory Solutions
***** ****
Business Consultant,
Claims Material Damage Techical Office
Customer Answer
Date: 10/06/2022
October 5, 2022
Complainant Name: **** *******
BBB Complaint ID# 17609549
Policy #: ***********
Claim #: ******-GM
Company Name: Nationwide General Insurance Company
OCR Ref #: *******
Dear ********* **********:
On August 19, 2022, I spoke to ***** from Agero. He gave me some information about the tow truck companies that towed my car.
He told me Master Craft Automation ###-###-#### was the company that towed my car from Modern Auto Crafters ( where my car sat for 6 days) to Perruzi. This company did not take any pictures until they dropped the car off at Perruzi. Perruzi also took pictures of the damaged car as soon as it arrived.
***** told me that Modern Auto Crafters (storage company) would not cooperate with him at all. They took no pictures at all. Not when the car arrived or when it was towed away.
He told me that he talked to Master Craft Automation ( tow company) and they said that there was a wheel lift from the front and a dolly placed on the rear wheels which I guess is acceptable.
I asked him about the first tow truck company that actually picked up my car at the scene of the theft and towed it to Modern Autocrafters (storage company) which is pretty far. He mentioned something about a police order dispatch. My son spoke with the claim reporter either with my cell phone or his ( he doesn’t remember). They told my son they would send a tow driver to get my car. I went home and the tow driver picked up the keys from my apartment. I thought they were safe and reputable because I trusted NationWide.
***** claimed that he did not know who the first tow truck driver was. He would find out and get back to me. He never did. I called him back weeks later and left a message. He never called me back.
I find this very strange. How could he say he doesn’t know who they are. They are the ones that hired them. And are they not the ones who paid them. Is this not true?
I find this very disturbing that they would send someone they don’t even know? I find this scary and very unsafe. I am also extremely disturbed that no one took any pictures in the very beginning like they should have. It seems like they are all covering for each other.
Please see my responses below to their answers. They are in bold. Thank you.
Nationwide is in receipt of the complaint from Ms. **** Elliott. For clarity, we have attempted to break down each concern and to provide our response along with each of those concerns.
• On December 7, 2021 at 7:00 pm my Catalytic Converter was stolen. To try and make a long story short my son helped me by calling Nationwide and reporting the comprehensive claim. It was 7:00 pm and the shop that I take my car to was closed. The claims person told my son that they will send a tow truck driver out and store it until the next day to have it fixed. The tow truck driver called my phone *(still have his number) ###-###-#### and said that it would take hours for them to come. It was not a good neighborhood and my son couldn't wait with me. The tow truck driver suggested I go home and he would pick up the keys from my apartment because the car was close to my house. He came and I gave him the keys. He made me sign a towing agreement. It had where he was taking the car. (attached slip). My car sat at this storage place, Modern Auto Crafters for six days. Meanwhile I was in a rental car. I was very concerned about them being able to get the part. When it finally arrived at Nissan Perruzi where my car is under warranty. The service manager, Trevor mentioned that my car had body damage.
Nationwide was made aware of damages reported to have occurred as a result of this tow request. Nationwide did present Ms. Elliott with options to pursue the damages. Nationwide paid the damages caused as a result of this related tow service request and subrogated the tow provider. (I know all this)
• I almost fainted ($2,130.00) job to fix. (pictures attached) My son and I did not notice that. We suspected that it had to be done by the tow truck driver that Natioinwide hired or it could have also been Modern Auto crafters. The mechanic told me my car was drivable. So I drove it home and called Nationwide right away They told me I had 3 options. 1rst. Keep it on the old claim and the adjuster will determine if it was from the thieves. He didn't recommend that. 2nd File the new claim. Have my car fixed wherever I want. I get another rental car. I must pay another 250.00 deductible. They will determine who caused the damage and I could get back my deductible, but can't promise. 3rd option is to go through Customer Advocacy. They will go after Agero ( road side assistance through Nationwide.) I will not be able to get my car fixed right away
Nationwide did present the customer with three options in which to pursue her claim. Ms. Elliott elected to move forward with a second claim and deductible. By doing this, Nationwide would pursue subrogation for damages caused by Agero. ( I know all that)
• Since it was most likely the tow truck driver they made me treat it like it was another claim and forced me to pay another 250.00 deductible, which I was very angry about.
Nationwide advised of Ms. Elliott’s options and she elected to open a second
comprehensive claim under her personal auto policy. The $250.00 deductible was recovered and reimbursed to Ms. Elliott. ( Yes I did receive the check. Thank you)
• Nationwide gave Trevor a really hard time at first about paying for a Catalytic Converter factory part. They refused to pay at first. They would only pay for after factory parts (used I guess)
(Trever wanted me to pay him 500.00 up front because Nationwide wasn’t going to pay them full amount. Then Trever called me said I didn’t have to. (From what I remember, I was under the impression that I got a new catalyctic converter) Did I not get a new one?
Nationwide is contractually bound by the policy. Original Equipment Manufacturer (OEM) parts are not covered per Ms. Elliott’s policy, as it is an added endorsement. Nationwide approved aftermarket parts for the repair to the catalytic convertor.
• Ever since, my car has not been running the same. When I drive to the el station every morning, my car does not coast properly. It feels like there is a pulling back or dragging. I tell the mechanics and they do not know what it is. They say that this is normal for the CVT Transmission, but I know that it did not drive like this before. I think this is costing me more money in gas because I have to put my foot on the gas way more often to make it move. It is currently only getting 16 miles to gallon.’
Nationwide does not have any documentation to support additional damages are related to the loss. As previously noted, the rear differential was replaced under warranty. If Ms. Elliott has supporting documentation which relates the transmission back to the loss, we request that she please provide that for review and consideration. ( I wanted to find out how the tow truck company towed my car and I still have not gotten an answer about the first tow truck driver. I want to take the car to another mechanic to ask questions about what this problem could be. The more I know the better they can diagnose. I was waiting for ***** to give me answers. That is why I have not taken it anywhere. It is also going to cost me money to have the car checked out.)
Office of Customer Relations | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220
• Nationwide didn't take any pictures before it was towed.
Service providers are requested to take photos when possible. In this case, the photos provided where taken at the time of drop off.
• Found out through several people that if the tow truck company didn't use a flat bed, then it would have most likely caused more damage to my car. Rear
differential or damage to the transmission, possibly.
The vehicle was towed using a wheel lift from the front and dollies placed on the rear wheels. (See letter above telling the rest of the story)
• Have been jerked around since March 8 from ***** who is doing the investigation. I told him that I want answers as to how the tow truck company towed my car. I totally relied on him to find all this out because I thought that was his job. Erwin called back in April and said he would get back to me the following week. I am still waiting for his call. I called and left messages. No acknowledgement from him at all. Complained again to Customer Advocacy ###-###-####. Received a follow up acknowledgement email (attached) May 3, 2022. Still no answers. Called and complained again.
We regret our service did not meet Ms. Elliott’s expectations. We stand ready to assist if further direction is needed.
• The main question is still not answered. How did the tow truck company tow my car. Did they use a flat bed. What caused all that damage?
The vehicle was towed using a wheel lift from the front and dollies placed on the rear wheels. The vehicle wheels were not touching the road during transport. If Ms. Elliott has additional damages relating to the tow, we request that she please provide documentation for review and consideration.
• What do I want? I want answers as to how the tow truck drivers towed my car. Did they use a flat bed? What caused the actual body damage. Instruction provided above.
• I want Nationwide to take some responsibility for hiring these people. I would like my transmission checked and I want proof that my transmission is not damaged from all this. I want Nationwide to pay any expenses that involve checking my car.
We sincerely regret our customer service did not meet Ms. Elliott’s expectations. We stand ready to assist should supporting documentation be received for additional review and consideration.
• I want the $250.00 deductible back and any other deductibles I have/or had to pay
Nationwide issued a deductible reimbursement in the amount of $250.00 on June 29, 2022.
• I want to be compensated for anymore damages that were caused from the tow truck companies.
In the absence of any additional information, we consider the claim resolved.
If you require further assistance, please contact Claire Steiner, at ###-###-#### or by email at [email protected].
Sincerely,
******** ******
Claim Compliance Specialist
Customer and Regulatory Solutions
Laran Sims
Business Consultant,
Claims Material Damage Techical Office
Initial Complaint
Date:07/15/2022
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 have a claim that has not been completed. The claim has now had a total of 3 adjusters working on it. The 2nd adjuster has left the company and the claim has been handed over to another adjuster. This adjuster is doing the same thing as the last adjuster, which is nothing. It has been months and still nothing has been done by the adjuster. I have sent all information in to the adjuster as requested and have sent multiple emails and made multiple phone calls with no return call response to email or completion of my claim for at least the last month. The last time I called him and he answered, he said he was going to work on my claim and get my check out to me. That still hasn't happened,
and now he's ignoring me.I would like to receive my final payment that is due to me from the insurance company. I'm sick and tired of the runaround, of the constant no response, and of even doing the adjuster's job and sending in detailed information which is something that he should have done. I do not want to continue to have to call or email with no response.. I expect to receive some type of communication from nationwide ASAP in order to get this issue resolved. This is poor customer service, unacceptable, and unprofessional.
I am sick and tired of being treated as though I am not a paying customer. This issue has been going on far too long and is absolutely ridiculous. You would think since this case has been given to a new adjuster, the job would be completed the case would be closed, but unfortunately that is not the case. Nationwide has a wide array of poor adjusters working for them, which is very unfortunate for the company and the customer. I want them to send me my money that is due to me.
I also DO NOT wish to work the the same sort adjuster that is assigned to my claim. If this is not resolved, I will be taking this to court and the news channels.
Business Response
Date: 08/16/2022
August 16, 2022
****** ****
613 Arbor Dr.
Cedar Hills, TX 75104-6072
BBB File #: 17575699
Complainants Name: ****** ****
Insured Name: ****** ****
Policy #: 7842HR055149
Claim #: 425255-GJ
Company Name: Nationwide General Insurance Company
NAIC #: 23760
OCR Ref #: 3491474
Dear ****** ****,
Thank you for your recent inquiry regarding your above referenced file. We have reviewed this claim file and would like to address your concerns.
On April 21, 2022, we received a request from you to review a final payment for your recoverable depreciation for your personal property damaged in the above captioned claim. The Claim was assigned to an adjuster for further review and processing.
On May 2, 2022, Nationwide spoke to you regarding your claim. You advised us that you had not replaced some of your items due to Covid-19. Additional information was requested from you at that time.
We regret that this claim may have taken a little longer to review and process your request. On April 5, 2022, a payment was issued to you for $426.16 for a portion of your recoverable depreciation. Then on August 11, 2022, we issued another payment for $2,106.07 for an additional payment towards your recoverable depreciation. We have reached out to you requesting any other information for consideration for the final payment on your claim or if we have resolved your recoverable depreciation claim presented.
We regret that we did not meet your expectations. We take customer service very seriously and continuously stive to improve our service. We are committed to working with you to resolve your recoverable depreciation claim, and we have processed payments for the information we have received to date. If you have any other information to provide us for review, please send it to your adjuster for further review.If you require further assistance in this matter, please contact our Customer Relations Coordinator, ********* ****** at ***** ******** or by email at ******[email protected].
Sincerely,
**** ********* Compliance Specialist
Customer Answer
Date: 08/20/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17575699
I am rejecting this response because:I responded to the email the day after it was sent to me and I am still awaiting a response back. Also, I have not revived any pune calls or voicemail from anyone since I last some with the adjuster.
Regards,
****** ****Business Response
Date: 08/24/2022
Office of Customer Relations | *** ********** ****** ******** * ********* ** **********
August 24, 2022
Ohio Better Business Bureau
Attn: ********* **********
1169 Dublin Rd
Columbus, OH 30228-5930
BBB File #: 17575699
Complainants Name: ****** ****
Insured Name: ****** ****
Policy #: 7842HR055149
Claim #: 425255-GJ
Company Name: Nationwide General Insurance Company
NAIC #: 23760
OCR Ref #: 3491474
Dear ********* **********,
Upon review of the claim file, Nationwide spoke to Ms. **** on August 8, 2022. We advised her that we needed further explanation of what each receipt was for so we could apply it to the recoverable depreciation for her personal property claim. We sent her an email on August 11, 2022, explaining we have completed a review of the receipts she submitted, and processed a payment of $2,106.07 based on the information she provided. We further requested her assistance to address some items not located on her original estimate for review.
We received an email response from Ms. **** on August 21, 2022, advising that we should have a previous email regarding the cleaning of her linen. We responded to her email on August 23, 2022, that the adjuster assigned to handle her claim is out of the office until August 31, 2022 but will respond to her request when he is back in the office.
We acknowledge Ms. ****** concerns, and have answered them in our previous responses. Nationwide is committed to working with Ms. **** to resolve her claim, and we will need her cooperation to review the outstanding receipts for consideration of the recoverable depreciation.
If you require further assistance in this matter, please contact our Customer Relations Coordinator, ********* ****** at ***** ******** or by email at ******[email protected].
Sincerely,
**** ********* Compliance SpecialistInitial Complaint
Date:07/12/2022
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 policy we purchased from nationwide/multiflex/careington/MBA is for coverage at 80% for routine dental work and 60% for specialized work. Nationwide MBA has not paid the correct amount. When called they claim they will correct the situation but fail to do so. We have made many calls - no one returns our calls. Even the dental office calls to them are not returned. Also Nationwide/MBA has failed to return/refund 6 mos (aug-jan) of insurance premiums (approx $600) after death of one of the insured individuals (7/26/21) - refund was agreed to 11/10/21 but never made. We feel the insurance provider is commiting fraud and misleading the insured as to coverage. Please help us. We don't know who report to/contact regarding this problem. Thank you.Business Response
Date: 08/01/2022
August 1, 2022
********* **********
Better Business Bureau
1169 Dublin Rd
Columbus, OH 43215
Complaint ID: 17554130
Dear Ms. **********:
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
their membership in the National Small Business Association (“NSBA”). The dental coverage is
underwritten by NLIC. MBA is the third-party administrator responsible for administration of the
coverage.
MBA was able to validate the dependent coverage was termed on July 31, 2021 as requested by
the member. However, there was an error that caused the billing to continue to bill at the rate
prior to the dependent’s removal.
The billing continued to occur between August 2021 through December 2021.
Prior to removal of dependent: $266.40
After removal of dependent: $172.25
Difference: $94.15
Total Refund due: $470.75 ($94.15 x 5 months)
The refund should reflect within 3-5 business days.
Regarding the claims inquiry, we need to know which specific claims the member has questions
on to be able to respond appropriately.
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
###-###-####
******[email protected]
Cc: **** ****** - MBA
Nationwide Insurance
One Nationwide Plaza 04-06-101
Columbus, OH
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