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:05/13/2024
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.
Had monthly car insurance payments drafted from my bank account on the 4th of every month for 4 years, now cancelled my plan on 3/4/2024 and still being charged $282.60 after monthly payments were made on time. Was sent to a credit agency for payment.Customer Answer
Date: 05/23/2024
***** ********* <*****.*********@gonzaba.com>
Attachments
May 22, 2024, 4:54 PM (14 hours ago)
to Better
Please see attached documents for case.
Business Response
Date: 05/23/2024
**************************
**** ******* *** ******** **** *** *********
We are in receipt of your correspondence dated May 22, 2024, as it pertains to your file number above, and the complaint submitted by ***** ********* regarding Personal Auto policy ***********. We appreciate the opportunity to review and respond to your inquiry.
Per our records, Mrs. ********* was enrolled in automatic monthly payments from her bank account on the 4th of each month. A payment of $252.60 was submitted to the bank for the March 4, 2024, due date, prior to the policy being canceled at her request effective March 4, 2024.
At the time of the cancellation, our company believed the payment of $252.60 had been received and issued a refund back to the bank account on file in the amount of $257.53. The refund also included a pro-rated credit for policy changes made effective March 2, 2024. However, on March 6, 2024, the $252.60 payment was returned by the bank with a reason code of Payment Stopped.
As we did not receive the payment and had already issued the full refund to Mrs. *********, we requested those funds back, along with the returned item fee of $30. A bill for $282.60 was sent on March 8, 2024, and again on March 28, 2024, to the email on file. When payment was not received, the balance was referred to the collection agency.In summary, the collection balance is valid and cannot be waived. Mrs. ********* may contact the collection agency directly to submit payment.
If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ******* at ###-###-#### or by email at ***********************Sincerely,
***** *******
Regulatory Solutions Specialist
Initial Complaint
Date:03/27/2024
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.
Purchased Single-Premium Immediate Fixed Annuity from Nationwide Life insurance Company through ******* ****** as a broker.
The promised Initial Payment Amount was $2000 and the premium $317,342.21. The quotation # ******. With lock in date of 01/19/2024.
I sold various investments to collect the premium and had it on 01/17/2024 at my ****** account as cash ready for Nationwide. I also signed the application, and it was accepted electronically by ****** on Jan 16, 2024.
I checked on Saturday Jan 20, 2024, and the $317,342.21 premium has been collected from my ****** account.
A few days later I received the contract number : ********** from Nationwide and found the the Initial Annuity Benefit Amount has been modified from the $2000 to $1842.91.
Nationwide refused to correct the Benefit amount as in the attached quotation claiming that they received the payment after the Jan 19 expiration date.
My complaint is as follow:
- If the offer expired why did they take the money without discussing the very significant Benefit amount from promised $2000 to $1842.91.
-Even for 1-2 days late due to the weekend and Holiday why the did monthly benefit dropped 8% from $2000 to $1842.91
-Why it took Nationwide close to 30 days to process and return the premium even though I called the same day as I received the actual contract and ***** the cancelation letter back to nationwide
- Due to the above I lost a significant amount of money for selling my investment to collect the $317,342.21 premium.
-I also Lost income for waiting 30 days to receive back my premium following my cancelation of the contract
- D***ng the lost time from January 5 until I received back the premium from Nationwide 45 days later, the premium for similar contract from other Annuity providers have increased by $25-$35 thousand.
I feel that Nationwide had only to gain from taking my premium knowing that my immediate monthly benefit will be reduced. However I lost significant amount of my retirement saving.Business Response
Date: 04/23/2024
****************
Please accept this in response to *** *****’s concerns on this immediate annuity
contract. We regret this situation and hope you find the following information helpful.
Policy details
Contract Number: *********
Contract Owner / Annuitant: *** *****
File Number: ********
Our Findings
We issued this Nationwide Income Promise Select immediate annuity contract on
January 26, 2024, with the premium amount equal to $317,342.21. The immediate
annuity quote referenced in the complaint did reflect the $2000 as the monthly
benefit amount with an expiration date of January 19, 2024. As stated, we received
this new account paperwork on January 16, 2024, but due to a processing oversight,
we did not consider the referenced immediate annuity quote at the time of issuance
causing your benefit amount to be reduced from $2000 to $1842.91.
Our apologies
We deeply regret We empathize with the customer’s concerns and sincerely
apologize for their negative experience with us. We want to assure this customer
that feedback on this issue will be provided to the relevant departments’ leadership.
We sincerely apologize and hope *** ***** will give us another chance to restore
their faith in Nationwide.
For help when you need it
If you would like to discuss this matter further or have any questions, please feel free
contact me directly at ###-###-####, option *, extension *******.
Sincerely,
**** ******* ***
Regulatory Resolution Coordinator
Nationwide Life Insurance CompanyCustomer Answer
Date: 05/24/2024
Thanks for your update, just for the record please indicate that I am not satisfied the business response.
Having Nationwide causing significant financial impact on retirement saving because of their own mistake (per Nationwide letter) could be important for other retiree that are considering Nationwide Annuity. I think that publishing this case could be important.
***Initial Complaint
Date:03/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My vehicle was parked in front of my house and was hit by a drunk driver. The drunk driver's insurance company (Nationwide) is responsible to pay for the damage to repair my vehicle. Nationwide wanted to pay as a total loss as a basic model of the Honda CRV 2012 having only Satellite Radio (see attachment Vehicle Assessment Valuation), while my Honda CRV has the upgraded features of GPS+DVD+Radio (Cost me $8000, see picture of the Upgraded GPS&DVD system to replace the original radio), Rear TV and DVD Player (Cost $3500, see pictures of the Upgraded TV and Upgraded DVD Player for rear seat TV), and Audio system for outdoor party for 200 people (cost $3000, see picture of the Upgraded 300W Audio system).
I have sent the pictures of theses upgraded features of my vehicle to Nationwide, but Nationwide refused to pay for the upgraded features. These upgraded features were added when I bought the vehicle from the dealer, which are parts of the vehicle. I believed Nationwide Assessor even did not looked at my vehicle because the original Satellite Radio looks totally different from the GPS&DVD system on my vehicle.
This is why I report this case to BBB to correct Nationwide unprofessional and irresponsible practice. Nationwide should ether pay for my original cost or pay according to the current costs for the upgraded features.Business Response
Date: 04/01/2024
******************
We are in receipt of your correspondence dated March 26,
2024. We appreciate the opportunity to review and respond to the
concerns presented by Mr. *** *** ***.
On February 13,
2024, Nationwide received notice of a loss that involved our insured, Mr.
*********, and Mr. *** *** ***’s parked vehicle. Nationwide accepted liability
and began the process of handling Mr. *** *** ***’s vehicle damage, which was
predicted to be a total loss. Nationwide
secured permission to move the vehicle to ****** for an assessment.An estimate was
written on the visible damage in the amount of $6,230.25. Nationwide worked
with *** for valuation services to determine the actual cash value, or fair
market value, of the vehicle, which was $12,892. Due to the potential for
additional hidden damage, Nationwide deemed the vehicle a constructive total
loss.On March 8, 2024,
the total loss adjuster communicated the settlement numbers to Mr. *** *** ***,
which included taxes and fees to equal $13,356.26. Mr. *** *** *** was not
pleased with the settlement numbers and advised he would follow up after he
reviews the paperwork.Mr. *** *** ***
advised the total loss adjuster of several vehicle upgrades, which included
GPS, a rear seat TV and DVD as well as a 300W audio system all totaling
$14,500.00. He further advised those upgrades cannot be depreciated. The total
loss adjuster ran a new value for an updated settlement of $13,753.84. This
information was provided to Mr. *** *** ***.On March 13, 2024,
Mr. *** *** *** requested Nationwide tow the vehicle back to his home. Nationwide
presented the owner retained settlement offer of $10,254.83. Mr. *** *** ***
was also advised that he was welcome to contact his insurance company if he did
not agree with our assessment and the *** valuation on the vehicle.On
March 22, 2024, Mr. *** *** *** advised that he would proceed with the owner
retained settlement and requested additional payment in the amount of
$14,500.00, for the upgraded features that were added to the vehicle when he
purchased it from the dealer 12 years ago. He further advised there is no
separate receipt for the upgraded features.The
total loss adjuster explained that he is welcome to submit the window sticker
or any other documentation that would warrant any updates or changes to the
valuation report. Otherwise, the valuation report and settlement offer remain
unchanged.We understand this
is not the outcome Mr. *** *** *** was hoping for and regret to hear our
service did not meet his expectations. We appreciate the inquiry and the
opportunity to address his concerns. We stand ready to assist Mr. *** *** ***
with the payment of his claim following receipt of the appropriate paperwork to
owner retain his salvage.If you require further
assistance, please contact our Customer Relations Coordinator, ***** ********
at ###-###-#### or by email at ***********************.
Sincerely,
**** ***********
Specialist, Regulatory
SolutionsCustomer Answer
Date: 04/15/2024
******************
Nationwide has described the communication process, but has not provided any solution.
The fact is very clear that Nationwide's Evaluation Report is wrong. The evaluator had never looked at the vehicle, He simply pulled out the record of the vehicle recorded 12 years ago to make the evaluation report. It is not possible for anyone to mix-up my GPS+DVD+Radio with Satellite Radio! This is a wrong and irresponsible business practice. Nationwide's drunk driver hit my vehicle on Feb 12, 2024, Nationwide must make the Evaluation Report based on the vehicle on Feb 12, 2024. This is the basics of insurance. For example, if there was a person in the car hurt, Nationwide must pay for it; if There was a computer in the vehicle that was damaged in the accident, Nationwide must pay for it.
I just do not understand why my upgraded features are not included in Nationwide evaluation. The vehicle had the upgraded features on at the accident. This is the fact, I can go to any Court on this fact.
I said these upgraded features cannot be depreciated because if I need these features, I have to pay for the full prices. You can pay for the price I have quoted for a total of $14,500 (that was I have paid to the dealer 12 years ago), or Nationwide can give me a fair price for these upgraded features at current market prices.
For a fair solution, Nationwide has to correct its wrong Evaluation Report and provide a fair evaluation of my upgraded features.
*** ***
**** ***** **
******* ** *****
Tel: ###-###-####
Email: ********************Initial Complaint
Date:03/04/2024
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 was rear ended by a driver with nationwide insurance. I was not at fault for the accident.
Nationwide told me everything was set for me to get the rental vehicle while I was getting my car fixed. When I arrived at the car rental company, the company informed us that they would need to speak with Nationwide regarding this claim. They informed us that they would simply need an "OK" from Nationwide for this reservation before issuing the rental. The agent responsible for my claim would not answer his phone despite us calling several times, and I was unable to pick up the vehicle because of this.
Furthermore, after waiting over 1 month to get my vehicle fixed, the agent told us the day of the appointment that it would not be able to get fixed due to an issue that was entirely caused by Nationwide. The issue was resolved the following week. However, I now missed my appointment that I waited for and now have to wait over another month for the rescheduled appointment thanks to Nationwide's incompetence.
The agent responsible for my claim was Brian Humbert, who was extremely unprofessional. His conduct included talking over me and not allowing me to speak with a supervisor or anybody else.Business Response
Date: 03/08/2024
*****************
This letter is in response to an inquiry filed with your office by **** ********. Mr. ******** states Nationwide Insurance Company of America did not provide him with a rental, thus delaying his vehicle repairs. He further stated his adjuster was unprofessional.On January 2, 2024, Mr. ******** was involved in a collision loss with our insured. A claim was filed on January 4, 2024. We spoke with Mr. ******** on January 5, 2024, obtained his statement and he told us **** ****** owned the vehicle he was driving. We completed our investigation and arranged an inspection and rental for **** ****** and issued a payment on January 12, 2024.
We received a subrogation demand from *****, Mr. ********** insurance, on February 28, 2024, as he had filed a claim and accepted payment from *****. We then spoke with Mr. ********, and he told us the vehicle was recently transferred to him from Mr. ******, and he had not cashed the check from *****. We contacted ***** to confirm they could stop the payment and cancel their subrogation.
On February 29, 2024, we reissued the vehicle payment to Mr. ******** and set up a rental reservation with ********** for him as well.
We’re sorry to hear our service didn’t meet Mr. ********** expectations. We take customer service very seriously and strive to improve our service. We have shared his feedback with the handling business unit.
If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* *****, at ############## or by email at ***********************
Kind Regards,
Cyndi Seybold
Specialist, Regulatory Solutions
PL Claims Customer and Regulatory Solutions - CARS
OfficeCustomer Answer
Date: 03/12/2024
Nationwide is attempting to pass the buck by claiming that ***** issuing the check is responsible for their delay, yet Nationwide is the party that delayed the process. Nationwide waited until the very last second, the day I was scheduled to pick up the vehicle, to tell me that this was even an issue.
Why did Nationwide wait until the day I was scheduled to inform me to call *****? Were they simply so busy for that past 2 months that they could not get that simple issue resolved until the very day I was scheduled? Nationwide caused a giant delay in getting my claim resolved, yet they still refuse to take responsibility for causing this delay. The issue with ***** issuing a check could have been easily resolved in 1 business day, yet they waited until the last minute to even acknowledge it, causing me to miss my scheduled appointment.
Keep in mind we had this date scheduled for almost 2 months and had to reschedule it due to Nationwide not resolving the issue in a timely manner.
Regards,
**** ********Initial Complaint
Date:02/08/2024
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.
company issue a withdrawal from account that I did not authorize. Now I am short $20,000.00Business Response
Date: 02/13/2024
Thank you for bringing this matter to our attention. We have researched this matter in depth and have determined that you made the request for distribution from your account. We processed the distribution according to your request and issued the money to your bank account. If you are experiencing an issue with unauthorized access to your bank account, please contact your bank for assistance. If you have further questions or need further assistance please do not hesitate to reach out.Customer Answer
Date: 02/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21265246
I am rejecting this response because: Company is not apologizing for mistake make on their part. When I spoke to them I specifically inform them that I did not requested a transfer done. Transfer requested was not me doing it. company need to take better care on security.
Regards,
******** *******Initial Complaint
Date:02/06/2024
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 tried submitting a claim in May 2023. It was returned and I submitted 2 more claims each time asking me to resubmit. Fourth claim was sent on 12/11/2023. I was told today it was not received! My Dentist office mailed it for me.Business Response
Date: 02/12/2024
February 12, 2024
********* **********
BBB of Central Ohio 1169 Dublin Road Columbus, OH 43215-1005
File #: ********
Mbr #: *********
Dear Ms. **********:
Nationwide Life Insurance Company (“NLIC”) and Merchants Benefit Administration (“MBA”) are in receipt of the above referenced inquiry. The insured had dental coverage as a benefit of their membership in the National Small Business Association (“NSBA”). The dental coverage is fully insured and underwritten by NLIC. MBA is the third-party administrator responsible for administration of the coverage.
The claim received by MBA on 9/27/2023 included services rendered between March 10, 2022, and May 15, 2023. However, this claim could not be processed in their system due to it crossing over from 2022-2023 because of rates, codes, and fee schedules changing. On 12/5/23 MBA sent an explanation of benefits (EOB) requesting that the claim be resubmitted separating the years.
Also, the claims filed were missing pertinent information such as Tax ID, Doctor's signature and date, and patient information such as Member Name, DOB, Address, and member ID. For these reasons, the claims are considered to be "incomplete" or claims with errors. The date of receipt is based on the date a "clean" submission was received. To date, MBA has not received a clean claim.
To process properly, dental claims require clean data with accurate information. Additionally, claim submissions must be received within 15 months of the date of service. Any services rendered before November 9, 2022, would be denied for timely filing. The claim for date of service May 15, 2023, must be received no later than Thursday, August 15, 2024, to be considered for payment.
We appreciate the opportunity to respond to this inquiry. If further assistance is needed, please feel free to contact MBA directly at ###-###-####.
Sincerely,
**** ******
Operations Manager
Nationwide Insurance
###-###-####
**********************Cc: **** ****** - MBA
Nationwide Insurance
*** ********** ***** *********
********* ** *****Customer Answer
Date: 02/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because the claims I sent to the BBB were my claims before they went to my dentist for signature. My dentists office did not keep a copy of the 4 signed forms dated December 2023 sent in to the company. Thus the reason the forms did not show my dentist's signature and other information. It was on the forms before being mailed out of the dentist's office to the company.
Regards,
****** J **********Business Response
Date: 02/21/2024
Good morning. Please see the attached. Thank you.
February 20, 2024
********* **********
BBB of Central Ohio 1169 Dublin Road Columbus, OH 43215-1005
File #: ********
Mbr #: *********
Dear Ms. **********:
In response to your letter dated 2/16/24, MBA confirmed that they still need fully completed claim forms in order to process. Also, dates of service that occurred in different calendar years need to be submitted on separate claim forms. As noted in the prior response, this is due to rate, code, and fee schedule changes.
We appreciate the opportunity to respond to this inquiry. If further assistance is needed, please feel free to contact MBA directly at ###-###-####.
Sincerely,
**** ******
Operations Manager
Nationwide Insurance
###-###-####
**********************
Cc: **** ****** - MBAInitial Complaint
Date:01/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nationwide Insurance will not reimburse me for roof replacement.
October 2023, Nationwide sent me a 'notice of cancellation or refusal to renew notice ' because I hadn't done any repairs or replace the roof on my home (policy # ************).
To avoid the 11/12/2023 cancellation date, I told Encore Roofing (###-###-####) my situation and the roof was replaced October 2023.
A few weeks later, Thanksgiving week, my neighbor across the street from me at ***, informed me that Stump Siding and Roofing (###-###-####) had worked on several homes in our Chambers Knoll complex and that they did a roof replacement due to damage caused by 6/2023 hailstorm and all was covered under homeowner's insurance. My neighbors at *** and *** are on ******* work schedule for roof replacement.I also spoke with one of ******* workers before I filed a claim with Nationwide.
I told Nationwide, Mr. *****, (###-###-####, ext. *****) this when I filed the claim and provided ******* phone number.
it was just a matter of weeks, the time between completion of my roof and finding out that several homeowners in Chambers Knoll didn't have to pay a dime for roof replacement, because their insurance covered it.
My roof at *** and the two houses across the street from me (*** and ***) and all the homes that stump worked on (replaced roof) was hit with the same 6/2023 hailstorm.
Business Response
Date: 01/22/2024
January 22, 2024
********* **********
Dispute Resolution Team
Better Business Bureau Serving Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005
BBB Complaint #: ********
Complainant Name: ******* *******
Policyholder Name: ******* *******
Policy #: ************
Claim #: N/A
Company Name: Nationwide Property And Casualty Insurance Company
OCR Ref #: *******
Dear ********* **********:
This letter is in response to the inquiry filed with your office by ******* *******. Nationwide partnered with a third-party company that uses aerial and satellite imagery to assess property condition for use in connection with Nationwide's insurance underwriting process. Upon review of this information, Nationwide concurred with the overall poor roof condition assessment that does not meet the company’s eligibility guidelines for renewal.
Nationwide sent a policy notice to ******* ******* on July 25, 2023, regarding the poor roof condition, as evidenced by natural discoloration and streaking.Nationwide’s data confirms that customers with poor or severe roof conditions are significantly more susceptible to loss than properties with fair or better roof conditions.
Natural discoloration and streaking are usually caused by dirt accumulation or black algae build up. Dirt accumulation may impact the roof’s ability to shed water and retain moisture on the roof increasing the risk for moisture penetration.
A Notice of Non-Renewal was sent to Ms. ******* on October 6, 2023, effective November 12, 2023, based on the roof condition not meeting our eligibility guidelines for renewal. Ms. ******* provided Nationwide with a paid receipt from Encore Roofing, LLC showing the roof has been replaced and Nationwide rescinded the non-renewal with no lapse in coverage. A policy reversal notice was sent to Ms. ******* on November 1, 2023.
A loss was reported to have occurred on June 3, 2023, for hail damage to the roof of insured, ******* *******’s home. The claim was reported to Nationwide on December 8, 2023. The roof of the home had been replaced at the time the claim was filed. We have requested pictures showing damage to the roof prior to the roof replacement but have not currently received the requested documentation. As such, no payments have been issued on the claim. Once the requested documentation is submitted, we will review it for consideration for payment. Nationwide cannot speak to why the neighbor’s roofs were replaced by their insurance carriers.
If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* ******* at ###-###-#### or by email at **********************.
Sincerely,
********* *****
Regulatory Solutions, Specialist
Enclosure(s)Customer Answer
Date: 01/28/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
Regards,
******* *******Initial Complaint
Date:01/03/2024
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.
Sep 15, 2023 my wife ******** L ***** was in an car accident. The man that hit her was at fault. This was determined in court mid Oct of 2023.
We have been asking Nationwide, ******* Y *****, Casualty Claims Specialist 2-BI, *********************, to assist us with reimbursement for our rental car purchase while we were waiting to buy another vehicle. We have given her exactly what she has asked for multiple times and afterwards we hear nothing about getting our money we are owed. Her phone number is ###-###-####.
Our claim number is ******-**. This is ridiculous and they are doing this on purpose.
The attached documents are exactly what they asked for.
Also, that address that I provided is not correct. Meaning I do not know if they are located in Columbus OH. They make it hard to find them. However, the rest of the information I provided is correct.
Please advise, thanks.Business Response
Date: 01/09/2024
January 9, 2024
********* **********
BBB Dispute Resolution
Team
Better Business Bureau of Columbus, Ohio
1169 Dublin Rd.
Columbus, OH 43215-1005
BBB File #: ********
Complainant Name: ****** *****
Insured Name: ***** ******
Policy #: ***********
Claim #: ******-**
OCR Ref #: *******
Dear Ms. **********:
We are in receipt of
your correspondence from January 9, 2024, regarding the matter filed by Mr.
****** *****. Thank you for giving us this opportunity to respond.
We received Mr. *****’ rental
car invoice and copy of his declarations page on November 28, 2023. Unfortunately,
our review took longer than expected. However, on January 9, 2024, payment for
the rental vehicle invoice was issued in full for $1838.78, made payable to
******** *****.
We appreciate your
inquiry and the opportunity to address Mr. *****’ concern. We regret to hear
our service did not meet his expectations. We take customer service very
seriously and continuously strive to improve our service.
If you require further
assistance, please contact our Customer Relations Coordinator, ***** *******,
at ###-###-#### or by email at ***********************.
Sincerely,
*** *******
Regulatory Specialist
Customer and Regulatory
SolutionsCustomer Answer
Date: 01/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** *****Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My basement flooded in August 2023. I called Nationwide Insurance, filed claim. **** ********, claims rep, came out. He said I had more than $5000 in damages, which is the maximum claim amount. He said I could receive the $5000 by check in the mail or by email link. I chose email.
On Sept 1, 2023 I filled out info. Claim #******-GO. Payment Number: ***********.
Policy ID: **********************. card # ending in ****.
About a week later I contacted **** that I had not received the $5000. He said Chase bank, who processed the transaction, said it was paid and cleared. **** asked for proof from my bank that I did not receive $. I emailed **** bank statements for proof. Then **** asked for proof that I did or did not have a debit card ending ****. I emailed **** bank statements with a list of all my debit card #s.I do not have a debit card ending in ****. My current card ends in #****. I have never had a card ending with ****.
I have contacted my Nationwide agent, ***** ******, twice. She said there is nothing that she can do. I called Nationwide Customer Service. They escalated my problem. They promptly called me, saying there is nothing they can do.I contacted Chase Bank, but since I do not have an account with them, they were unable to help me.
I am requesting $5000 that is due me.Business Response
Date: 01/19/2024
January 19, 2024
********* **********
Dispute Resolution Team
Better Business Bureau Serving Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005BBB Complaint #: ******** Complainant Name: ***** ******
Policy #: ************ Claim #: ******-GO
Company: Nationwide Mutual Insurance Company OCR Ref #: *******
Dear ********* **********:
We are in receipt of your correspondence dated January 16, 2024, as it pertains to the complaint filed for claim #******-GO. We have reviewed the claim file and appreciate the opportunity to address the concerns presented by ***** ******.
The claim in question was reported to Nationwide Mutual Insurance Company (hereinafter, Nationwide) on August 25, 2023, for a water backup in the basement of the dwelling. We first spoke with Ms. ****** on August 29, 2023, and discussed the loss details and damages. The claims process was explained, and it was agreed that Nationwide would inspect the property.
On September 1, 2023, a digital payment in the amount of $5,000.00 was issued to the insured for the Water Backup Limited Coverage. Ms. ****** was notified, and the claim was closed. On September 19, 2023, we received notification from the insured that she did not have access to the $5,000.00 payment. After further investigation, we confirmed the payment cleared on September 5, 2023, using the account number the insured entered when she set up the direct deposit.
We acknowledge Ms. ******’s concerns surrounding the payment and bank account error. Ms. ****** was presented with several options for payment including a check, Electronic Funds Transfer (EFT), and digital payment. Ms. ****** chose the digital payment, which requires her to input the bank account information for the funds to be deposited. Our review found the card number she used to deposit the funds was incorrectly entered. Since this was not an error by Nationwide and the payment has cleared, we are unable to make any changes without having more information and assistance from the bank.If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ********, at ###-###-#### or by email at **********************.
Sincerely,
***** ********* Specialist, Regulatory Solutions
Enclosure(s)Customer Answer
Date: 01/28/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
Nationwide stated that the money due to me had cleared, yet I have not received the funds. I provided bank statements that prove that the funds were never received by me. If the funds were not received by me, then they were received by an unknown third party.The account used for deposit was also never verified. Most places have you verify the account used to receive funds and this was never done to ensure that the funds were properly deposited. I have done sufficient efforts to try to ensure that I can investigate and resolve this manner to the best of my ability. I have proven that the funds were never received and am requesting that Nationwide issue me the funds as they may have cleared on their end, but they were never deposited into my account.
Regards,
***** ******Business Response
Date: 02/08/2024
February 7, 2024
'
********* **********
Dispute Resolution Team
Better Business Bureau Serving Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005'
BBB Complaint #: ******** Complainant Name: ***** ******
Policy #: ************ Claim #: ******-GO
Company: Nationwide Mutual Insurance Company OCR Ref #: *******'
Dear ********* **********:
Ms. ****** was presented with several options for payment including a check, Electronic Funds Transfer (EFT), and digital payment. Ms. ****** chose the digital payment, which requires her to input the bank account information for the funds to be deposited. Our review found the card number she used to deposit the funds was incorrectly entered; however, the payment was processed without failure.
In a case in which a customer enters incorrect banking information, the payment will attempt to process and fail, resulting in a return email to the customer to correct their information online. This can take up to 7 business days, and it is up to the receiving bank to reject the transaction. After we received confirmation from Ms. ****** that her account with Huntington Bank did not receive the funds, we requested assistance from our Money Services Department. It was determined that because the payment cleared and did not fail, Nationwide could not stop or void it. Because this is an error which originated external to Nationwide, the company does not have the ability to access the bank account where the payment was deposited or to exercise any authority over the bank in effectuating any further action related to this matter.
If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* ********, at ###-###-#### or by email at **********************.
Sincerely,
Office of Customer Relations | *** ********** ****** ******** * ********* ** **********
***** *********
***** ********* Specialist, Regulatory SolutionsInitial Complaint
Date:12/13/2023
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.
I purchased travel insurance through Nationwide months prior to a planned cruise for myself and travelling companion, ****** *******. I found myself in the hospital with kidney failure immediately before and during the planned cruise. I filed a claim. I submitted a cancellation from the cruise line, a letter from a doctor indicating I was in the hospital during the time of the cruise, and letters from American and ***** airlines. Initially, Nationwide didn't like what ***** provided. I contacted ***** and got a slightly different letter and sent it to Nationwide's service CBP Connect. They then said they didn't like what American provided. I contacted multiple people at American. I have all they are going to send but it still isn't good enough for Nationwide. I am now on dialysis and unable to travel. Nationwide did reimburse for the cost of the cruise but has so far refused to reimburse for the cost of the airfare for myself and my companion. I have talked to associates and supervisors at Nationwide (CBP Connect) with no resolution. I feel I am being taken advantage of.Business Response
Date: 12/29/2023
December 22, 2023
********* ********** [email protected] BBB Dispute Resolution Team BBB Serving Central Ohio 1169 Dublin Rd, Columbus, OH 43215-1005.
Re: BBB Case #: 20996464
Consumer: ****** ********
Claim No. ******
Dear Ms. **********:
Thank you for your recent query regarding the above insured. Below you will find a synopsis of this matter.In reviewing this matter, the member filed a claim with the claims administrator, Co-Ordinated Benefit Plans (“CBP”), on May 24, 2023, and requested reimbursement of their prepaid trip cost when the trip was cancelled due to sickness.
In reviewing the submitted documentation, CBP received documentation supporting the cruise arrangements were cancelled on February 10, 2023, and cancellation penalties were assessed totaling $3,945.00; however, CBP did not receive any information regarding the claimed airfare arrangements.
Payments totaling $3,945.00 were approved for the cruise arrangements, and CBP requested 3rd party confirmation that the air arrangements claimed were cancelled, no refunds were processed, and that any applicable air credits had not been applied to future fare.
Unfortunately, to date CBP has not received the requested information. In order to give the claim every consideration, CBP will be reaching out to Mr. ******** again in order to obtain the information needed to process the claim.
We hope this is responsive to his concerns. If you have further questions regarding this matter, please contact me at ###-###-#### or at ******[email protected].
Sincerely,
******** ******
*** ********** ****** ********
********* ** *****
******************
******** ******
Operations Manager
*** ********** ****** *******
********* ** *****
cc. Co-ordinated Benefit Plans, LLCCustomer Answer
Date: 12/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint. They have told me they are paying the rest of the claim. I await the payment. Thank you for your assisdtance.
Regards,
****** ********
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