Complaints

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

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• 

  Nationwide

  1 Nationwide Plz Columbus, OH 43215-2226

  
• 

  Nationwide

  3 Nationwide Plz Columbus, OH 43215-2410

  
• 

  Nationwide

  1050 Yard St Bldg I Grandview Heights, OH 43212-3905

  
• 

  Nationwide Insurance

  1100 Locust Street - Dept 0401 Des Moines, IA 50391

• 

  Nationwide

  280 N High St Columbus, OH 43215-2537

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Smart Ride driver discount in February, 2023 with Nationwide Insurance through my local agent, *****. Shortly after the Smart ride devices arrived, my husband installed one in our car in March, 2023 according to the directions provided. He drove the car a few miles and left the device installed as directed.

  The next morning, he went to start the car and shockingly the car would not start due to the battery being completely dead. This battery was relatively new and it was determined the Smart Ride device had completely drained the battery, as there was no other different devices installed, nor any lights left on overnight which would have drained the battery.

  We reached out to *****, our local Nationwide agent and informed her of this matter, to which she replied the device had issues and problems. My husband obtained a new battery, removed the Smart Ride device and our car immediately started and continues without any issues.

  We have asked ***** several times how we should return the devices, and have not received a clear answer. We also asked *******, who substituted for ***** how to return the devices and she said she would send us a return label as she did for another customer who was returning this device.

  To date, we have not received a return label. Despite this device being uninstalled in our car, Nationwide has charged us since March, 2023 as if the device is installed. We have reached out several times to discuss this matter seeking to have Nationwide cease overcharging us for this device on our automobile insurance.

  

  Business Response

  Date: 08/04/2023

  **************
  Dear ********* **********:

  
  We are in receipt of your correspondence dated August 1, 2023, as it pertains to your file number above, and the complaint submitted by ******** ****** regarding Auto policy ***********.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint.

  
  Our records show Mrs. ****** was enrolled on January 31, 2023, into our SmartMiles program, which is a usage-based telematics rating plan. This plan is comprised of two elements, the first is a Base Rate. This is the premium charged for coverage provided. This amount remains consistent month to month. The second component is Mileage Rate. This premium varies month to month and is calculated by: Cost Per Mile times Miles Driven. Each month the Mileage Rate is calculated and added to the Base Rate to get the monthly billing installment. When driving data is not able to be collected from the installed device, a default mileage of 35 miles per day is used.

  We show driving data was able to be collected on the 2007 INFI G35 From February 11, 2023, until February 28, 2023, however, data was never received from the 2015 HOND Odyssey. As a result, the default mileage was used to calculate the Mileage Rate.

  On May 5, 2023, we were notified by the Agent, ***** *****, that Mrs. ****** had removed the device from the 2007 INFI G35 in March as it had depleted the battery. She also stated they had not installed the device in the 2015 HOND Odyssey as a result of these issues. We immediately processed a manual credit to remove the default mileage charges that were billed from the inception of the program up to the last date charged at that time, which was March 30, 2023. However, the policy remained enrolled in the SmartMiles program and additional default mileage charges were incurred.

  We regret that Mrs. ******’s request to be removed from the program was not conveyed to our company until July 14, 2023. Upon notification, we processed the request to remove the policy from SmartMiles effective the renewal date of July 31, 2023. This increased the customer’s premium for the renewal from $764.98 to $1,522.62 under the traditional rating plan.

  Upon receipt of this inquiry, we have processed a manual credit of $380.85 to remove all default mileage that was charged from March 31, 2023, until the date we were notified of Mrs. ******’s concerns, May 5, 2023. We also removed the policy from the SmartMiles program back to May 5, 2023. This removed all default mileage charges up to the July 31, 2023, renewal and returned the policy to a traditional rating plan effective that date. An additional credit of $206.72 was applied for this change.

  The credits have reduced the balance owed for the prior term, which ended on July 31, 2023, however, there is no refund owed to Mrs. ******. When initially enrolled in the SmartMiles program, the base premium was reduced to $682.03. Once removed, the term premium increased to $1,309.87 under the traditional rating plan. This amount was pro-rated as the program was removed effective May 5, 2023, for a total premium owed of $862.21. We have received a total of $1,507.20 in payments since January 11, 2023, however, of that amount only $856.11 was applied towards the Auto policy, with the remainder being applied towards the Property policy on the same billing account. The remaining Auto balance of $6.10 was manually written off as an accommodation to Mrs. ******.

  Further, in applying the credits to remove the SmartMiles program, the July 15, 2023, bill has been cleared and the cancellation has been stopped. Mrs. ****** may contact her Agent to make a payment for the July bill, or the full balance of $1,522.62 for the renewal will be divided evenly over the five remaining months of the term, starting with the August 15, 2023, bill.

  In regards to the return label, when the customer is removed from the program, our third party vendor automatically issues a return label for each device. An additional request for return labels has been submitted to ensure these are received by Mrs. ******. Delivery is expected within 10-14 business days.
  If you require further assistance, please contact ******* ******* at ###-###-#### or by email at **********************.

  Sincerely,
  

  ***** *******
  Regulatory Solutions Specialist

  Customer Answer

  Date: 08/10/2023

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

    I totally reject the Nationwide’s account of this issue. Nationwide admission I timely notified and requested the device be removed and that we stop being billed by Nationwide. Nevertheless, we were billed continually and made payments while complaining about the fact we were paying for devices which should have been removed from our policy in March 2023. Nationwide also admits the second device was never installed, therefore no charges should have been levied. Furthermore, the 2007 Infiniti was not driven for the time period set forth in Nationwide’s response to the Better Business Bureau. A refund is warranted as we continued to pay charges on our automobile policy for devices, which Nationwide was fully aware in March 2023, said devices were not installed and should have been removed from our policy. Nationwide seeks to hold us responsible for the purported failure of its agents to insure our repeated requests to remove these.
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:07/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was misled and taken advantage of by Nationwide Pet Insurance. I was signed up for a policy without a final authorization. After I gave them my Credit Card for the policy THEN they told me what isn’t covered in the policy. I was irritated and my reply to the agent was I can’t finish this right now I’m at work. I know my statement is on a recording. My agent was (***** ******** License Number #******) I called my agent after work to be sure I wasn’t getting charged for the policy I got another agent who said I must speak to my original agent. I was able to leave a message with ***** but did not get a reply from him BUT what I did get is a charge on my CC for the policy. Two charges, one for a sign up fee of $215.92 and the other for a monthly premium of $110.01. I called in and spoke to a supervisor ******** *********. She told me they need to review the call before refunding. After a few days of waiting I called in to see if this was resolved. The supervisor ******** said the sales departments listened to the call. They won’t refund me because I put my information in. I am looking for both of the above charges refunded. I feel I was mislead and taken advantage of. Thank you.

  

  Business Response

  Date: 08/01/2023

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

  Dear ********* **********:

  
  We are in receipt of your correspondence dated July 26, 2023, requesting information regarding the above-referenced matter. Ms. ***** is requesting a refund of the premium paid for the above-referenced cancelled policy.

  Ms. ***** applied for a Modular Pet Insurance policy on May 9, 2023, over the phone with one of our sales agents. The call recording was reviewed to resolve this complaint. The recording confirmed that Ms. ***** requested to enroll in the policy and provided payment information and authorization. The review also found that the call ended prior to the transaction being completed.

  Although we did have consent and our records show appropriate follow up with the insured, we will honor Ms. *****’s request to refund the policy in full – due to the circumstances of the original call.

  A refund of $184.59 will be issued to the credit card on file. Please note that a pro-rated refund of $141.34 was previously issued when Ms. ***** originally cancelled the policy.

  We appreciate the opportunity to review and are happy to resolve this matter for the insured. If you require further assistance, please contact our Customer Relations Coordinator, ****** *********, direct at ###-###-#### or by email at ***********************

  Sincerely,
  ******* *********** Inside Sales Manager

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a roofing company come out, assess damages, and tarp our roof after a storm.

  On 3/9/23 we filed a claim with our insurance company, Nationwide for our roof. **** ********* was assigned to our acct. She sent out a 3rd party inspector to look at our roof. When he was done, I asked if he noticed the hole on the roof that I thought was put there from the roofers checking for soft spots. He said he did.

  On 4/5 she sent an email with a breakdown of the payment. We immediately noticed that the hole wasn't part of the damages and tried for weeks to contact ****. During that time, we noticed that a water spot started to show up on our ceiling in the kitchen. The 1st inspector didn't secure the tarp properly.

  We ended up contacting our local Nationwide office and they reached out to her. She FINALLY replied on 4/25 and called my husband. Said she had been out of the office taking care of her kids. Then said she was sending out another inspector. He did come out!

  We have tried to contact ****, her boss, and anyone who could possibly help for months now. The water damage in our attic is unacceptable and fully the fault of Nationwide and their contractors. Our roof is still not fixed.

  

  Business Response

  Date: 07/20/2023

  **************
  Dear ********* **********:

  
  This letter is in response to an inquiry filed with your office by ***** ******. Ms. ****** states her roof is leaking and she has not been able to reach anyone for months for a reinspection.

  The claim was reported on March 9, 2023, for roof damage from a storm occurring on March 2, 2023. We scheduled an inspection and paid for the covered damages on April 5, 2023, and closed the file.

  Ms. ****** called us in May, advising her roof was still leaking and asked for a reinspection. The Claim Manager spoke with Ms. ****** on July 19, 2023, and has scheduled a reinspection.

  We are sorry to hear our service did not meet Ms. ******’s expectations and acknowledge opportunities surrounding time service with the associate on this claim. The Claim Adjuster is no longer employed with Nationwide, and we have reassigned her claim to another adjuster.

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

  Kind Regards,

  ***** *******
  Specialist, Regulatory Solutions
  PL Claims Customer and Regulatory Solutions - CARS

  Customer Answer

  Date: 07/21/2023

  They have called and ****** ****** was the rudest person they could have used to handle our case. He stated his supervisor, ******* was wrong when she stated that she was sending an inspector out, and that we will not be talking to her again, that he was the only one that we would be dealing with, and wouldn't even hear me out about the hole that is still in my roof. Then he cut a check with our deductible taken out of it, even though it is wind and hail damage that we only pay 1% on, didn't even entertain the idea of mold prevention from the water damage Nationwide's inspector caused in my home, and we have further damages to our gutters that the 2nd inspector caused. After talking to the complaint department, they are sending another inspector out. So, right now there is another check on the way that we cannot do anything with, and none of our problems have been taken care of. Therefore, this is not even close to resolved
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/18/2023

  *************
  Dear ********* **********:

  
  We are in receipt of your correspondence dated September 14, 2023, regarding Ms. ******’s rejection. We appreciate the opportunity to respond.

  The reinspection showed the damage (hole) to the decking of Ms. ******’s roof was likely done during construction. There is no damage to the shingles or felt above the hole. The Claim Manager discussed this with Ms. ****** on August 17, 2023, and Ms. ****** asked if we would review the inspection photos from the purchase of the home, and advised she would look for them to provide.

  We sent an email to Ms. ****** on September 11, 2023, asking for the inspection photos. We have not received the photos nor had a response from Ms. ******. If she would like to provide the photos, Nationwide stands ready to assist and review further. Otherwise, Nationwide has responded in full to her complaint and we consider this matter closed.

  Thank you for the opportunity to review this matter. If Ms. ****** requires further assistance, please contact ****** ********, at ###-###-#### or by email at **********************.

  Kind Regards,
  ***** *******
  Specialist, Regulatory Solutions
  PL Claims Customer and Regulatory Solutions - CARS

  Customer Answer

  Date: 09/25/2023

  Unfortunately the Inspection only states that the area has no damage, but does not have photos included. However, I have had inspectors out that see more than enough hail damage to warrant a new roof. They are currently disputing this claim with them as well. That was just for the one hole inside my house. I am still disputing the entire claim as they have caused so much more damage to my home. This has also been going on for well over 6 months with Nationwide still not emailing me back. So while I wish with my whole heart I had photo's from before, I do not. I know that it happened from the storm because the only reason we noticed it was the wood that was hanging down from it right after the storm. We have done the same check every time we have had extreme weather and it has never been there before.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a claim with Nationwide Insurance, ********** We originally submitted this claim in November, 2022. We had a water leak in our kitchen causing water and mold damage to our counters, cabinets, and floor. The original work removing the damage has been done. This company said it would be at least 16 weeks before they could get back to us and finish our kitchen.

  They did the original work in Feburary 2023. They set us up temporarily so we can use the kitchen. We still have no counters, cabinets, flooring, insillation, or dry wall. We have checked with two other contractors and their estimates are higher than the original estimate Natiowide gave us. We received money for the original estimate.

  I have been reaching out to Nationwide about the other two estimates I sent them with no answer. Nationwide is taking a very long time giving us any answers. Most times I call I get an answering machine with no return call. When I send an email or fax no response. I have had to contact the head of the claims department to get a response from the claims person I am working with.

  Here it is 7 months later and still no answer on weather we are going to get our kitchen done. or will we have to leave it like it is.

  I hope you can help us resolve this matter.

  

  Business Response

  Date: 07/07/2023

  ************
  Dear ********* **********:

  Thank you for your recent inquiry regarding the above captioned file. We have reviewed this claim file and would like to address our insureds concerns.

  Nationwide Property and Casualty Insurance Company (hereinafter “Nationwide”) received a first notice of loss on November 9, 2022. The reported loss was for a water leak which caused damage to their kitchen that occurred on November 2, 2022.

  ************* inspected our insured’s residence and photos were obtained. Upon review of the photos, ************* identified some concerns of pre-existing damage and mold. Nationwide scheduled an inspection with a third-party vendor.

  We reviewed the inspection report on December 2, 2022, from the third-party inspector. We determined the damages were not long term or pre-existing and we approved the mitigation to move their claim toward resolution. We were contacted by ************ ************ who was doing the mitigation, and they advised us they would start the mitigation sometime after Christmas, 2022.

  We spoke to ************ ************ regarding the mitigation on December 29, 2022. We were advised they were coordinating the mitigation and our insureds would need to be out of the home for approximately three weeks while they completed the mitigation. He further advised us the cabinetry was on a 20 week back-order. We were later advised they could not start the mitigation until January 30, 2023. While the mitigation occurred, we set up our insureds with temporary accommodations at a hotel.

  After the mitigation was done, an estimate was completed based on the scope of damages, and we went over this with our insured on April 7, 2023. The estimate was $10,775.86 less their $500.00 deductible. A payment was issued on this same day for $10,275.86.

  We received a call from our insured on June 5, 2023, and she advised us they got a couple contractor’s estimates and wanted us to review; however, she preferred to use *** ********** ***. She indicated ************ ************ was booked out until July and they were considering other contractors. We agreed to review and try to reach an agreed price with the contractor she provided us.

  We followed up with ******** with *** **** ***********, the contractor our insured indicated she would most likely use, on July 5, 2023. We explained we reviewed their estimate; however, we needed a break down of measurements, material cost and labor. She agreed and advised us they would forward to us next week.

  We regret any delay in review of *** **** ***********’s estimate and we are committed to working with them in review of their estimate. Once they provide us the additional information needed, we will reach out to our insureds and communicate our decision.

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

  
  Sincerely,
  **** *********

  Compliance Specialist

  Customer Answer

  Date: 07/24/2023

  
  **** ***** *** ******* ********** * ****** ***** ***************************************
  **** *** *** **** ** ** **** ****
  ** *************************************
  
  I"m sorry I haven"t responded back to you until now. Nationwide responded to our complaint and has provided us with the additional money needed to get our kitchen fixed. We are now waiting on the contractor to let us know when they will begin their work. Thank you for your help.
  

  Sincerely,***** ******
  

  
  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bicyclist hit in to my car while i was driving on a two way street.
  the bicyclist was riding down the wrong way at night without any lights.
  
  the police report stating that the bicyclist was riding the wrong way was provided to the insurance company, and i comunicated with them that i can provide them with camara footage of the incident.

  
  
  but after some time they provided the person who claimed my nationwide insurance with $11,920 (listed transaction date 12/20/2022) and my monthly insurance rate went up.
  
  i claim them, as my insurance provider, they should have seen all my valid proof of innocency and to not provid any money to the bicyclist, and should have not increased my plan rate.

  in addition, they should have not reported an accident (with a paid claim) on my record that all insurance companies should quote me with a higher rate than until now.
  
  

  

  Business Response

  Date: 06/27/2023

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

  
  We are in receipt of your correspondence dated June 21, 2023, and have completed a review of the concerns submitted by Mr. ************.

  
  Mr. ************ had a claim with a date of loss of September 23, 2021. Liability was finalized with the other party 100% at fault. The insured was not at fault for chargeability.

  
  On December 20, 2022, Mr. ************ had a collision with a bicyclist. The bicyclist was injured in the accident and is attorney represented. Liability has not been finalized at this time. In New York state, regardless of fault, if an insured strikes a pedestrian/bicyclist, Personal Injury Protection (PIP) benefits would extend to that pedestrian/bicyclist.

  
  In summary, the claims for Mr. ************ have been reviewed and neither claim shows as chargeable, or that there is a surcharge being applied at this time.

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

  
  Sincerely,
  
  **** ***********
  Specialist, Regulatory Solutions

  Customer Answer

  Date: 06/29/2023

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

  My monthly insurance rate went up and upon contacting my insurance agent, he told me that on the date mentioned in the original complaint nationwide insurance posted an $11,000 that they will pay for that byciclist.
  
  
  
  Regards,
  
  
  
  ******* ************

  

  Business Response

  Date: 07/06/2023

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

  Dear ********* **********:

  
  We are in receipt of your additional communication from June 29, 2023.

  
  Per our review, the increase in premium effective the June 24, 2023, renewal was due to a general rate increase. Our base rates were increased as a result of an overall increase in expenses, which includes rising costs of labor, materials, and/or medical expenses in the state. As stated in our prior response, there is no surcharge being applied to the renewal for any claims, therefore this had no impact on the renewal premium.

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

  
  Sincerely,
  
  **** ***********
  Specialist, Regulatory Solutions

   

   

  Customer Answer

  Date: 07/10/2023

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

   i was told by my nationwide agent that it went up the insurance rate for everyone in the beginlg of this year, and it indeed did go up for me too.

  but now after just 6 months or less nationwide doubled the increase, when there was not a second industry increase. my nationwide agent deals with a lot of people and agreed that i am being charged much more than i should have been.

  after both increases my insurance rate increased by aroune 40%, which is clearly not the industry increase.

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

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number: *********, this case was submitted in March last year, but the insurance company has not yet completed it.

  They kept changing claims adjusters, and every time a new claim adjuster was replaced, there were new questions for me to answer. I even did an interview with their special investigator where they asked about every single item, question even why did I buy a power drill, why did I buy a charger, this thing that thing, this utterly insulting question to me All answered.

  After I complained to their company, they even asked me to submit my public service bills, tax returns, and mobile phone records. I also provided these materials, but they replied that they did not receive them.

  When I asked if I needed to resend them, they sent me a lawyer's letter asking me to participate in EOU. As for the EUO lawyer, the first call, Accusing me of dishonesty just because I said I needed a translator. I would be lying if I said I knew a little English before and now I am asking for a translation. Tried to intimidate me. I don't think I could convince this lawyer of anything I said if I was judged to be lying if I just needed an interpreter.
  

  Also Claim Number: ********* This is January of this year, the house was damaged due to a huge wind, and it has been 5 months now, and the insurance company has not had any contact. I took the initiative to contact the claims adjuster and they said there was no information.
  The attitude and processing speed of this company is completely unbearable, especially when I have no debts, even this is the first time I claim in my life, but I treat it like this.

  

  Business Response

  Date: 06/27/2023

  **********
  We are in receipt of your correspondence dated June 26, 2023, as it pertains to your file number referenced above, and the complaint submitted by **** *** ***. We appreciate the opportunity to review Mr. ***’s complaint and would like to address his concerns.

  
  As noted by Mr. ***, he has two pending Nationwide homeowners insurance claims open at this time. Following the receipt of the first claim (Claim Number *********), we identified concerns regarding the application of coverage for the loss based on the results of our initial investigation. Thus, we retained Attorney* ***** ** ******, with ********* ******* *** ********* ** *** to assist with our investigation of these losses. This additional investigation includes Mr. *** providing requested documentation and attending an Examination of Under Oath (“EUO”).

  
  Attorney, ***** ** ******, has attempted to communicate directly with Mr. ***, including with the assistance of an interpreter, to schedule a mutually convenient date for the EUO. On June 2, 2023, Attorney, ***** ** ******, sent written communication to Mr. *** requesting he attend an EUO on June 9, 2023; however, Mr. *** failed to attend or attempt to communicate regarding his ability to attend.

  
  On June 22, 2023, another written communication was sent to Mr. *** by Attorney, ***** ** ******, indicating the EUO has now been rescheduled for July 7, 2023, giving Mr. *** another opportunity to comply with his duties as outlined within the provisions of the homeowners insurance policy.

  
  On behalf of Nationwide, we regret the service Mr. *** received to date has not met his expectations; however, Mr. ***’s cooperation with our ongoing investigation and evaluation of his claims is necessary.

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

  
  Sincerely,
  
  **** ******
  Specialist, Regulatory Solutions
  Customer and Regulatory Solutions
  

  Customer Answer

  Date: 06/27/2023

  the insurance company has had their special investigator interviewed about each item etc. I don't need to do anything supplementary via EUO. Especially because the EUO is completely presided over and judged by the other party's lawyer. The other party's lawyer thought at the beginning that I needed a translation to be untrue, so everything I said later would be questioned, but the insurance company refused to do anything because it hired a lawyer.
  
  
  
  Regards,
  
  
  
  ******* ***

  

  Business Response

  Date: 06/28/2023

  Dear ********* **********:

  
  We are in receipt of your follow up email dated June 28, 2023, regarding **** *** ***’s rejection of our response. We appreciate the opportunity to respond.
  The claims team is requiring the insured attend an Examination Under Oath (EUO) on July 7, 2023. We understand the insured has submitted documents for consideration; however, per the prior response, the insured’s policy conditions allow for us to request an EUO to aid in our investigation. The outside counsel Nationwide hired will conduct the EUO; however, the final claims decision around coverage will be made by the Claims Adjuster and leadership team. A translator will be provided.

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

  
  Sincerely,
  *** ******* Regulatory Specialist
  Customer and Regulatory Solutions

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy holder for nationwide insurance Pet insurance. We filed claims in March of 2023 and the law states they have 30 days to review medical records. At the end of 30 days they sent a letter stating that they needed more time. It is now been an additional 4 weeks and they're still are reviewing medical records, and claiming that they're behind and they have no status or update as to when they will process our claims. We have submitted 3 claims in March and April 2023 and not received any payment nor disposition of the claim.
  We want these processed as they continue to collect monthly premium but provide no service in return

  

  Business Response

  Date: 06/07/2023

  **************
  We are in receipt of your correspondence dated June 1, 2023, regarding the above-noted file for *** *****. We appreciate the opportunity to review and address his concerns.

  
  In his complaint, *** ***** is requesting the completion of the review and resolution of the claims under the above policy. According to our records, *** ***** is the spouse of the named insured, Cindy Edmonson.

  
  Ms. ******** applied for the My Pet Protection Plan with a $250.00 annual deductible on March 6, 2023, for her dog ***** ****** The policy was approved with the following pre-existing conditions:
  ? Cruciate and/or meniscus – surgical (diagnosis code ****)
  ? Acquired urinary incontinence/atony – medical (diagnosis code ****)
  The policy went into effect on March 20, 2023.

  We received claims ************* and ************* on April 7, 2023, for urinary issues and esophageal inflammation. Medical records were requested to verify the eligibility of both claims on April 11, 2023.

  Medical records were received on April 12 and April 26, 2023. After multiple attempts to obtain additional information from the provider, the review was closed on May 19, 2023.

  After additional contact with ***** ******* provider, a review was completed on May 31, 2023. The review found that ***** ***** was treated for additional conditions prior to the policy effective date. Based on the information noted in the medical records, the following pre-existing conditions were noted to the policy:
  

  ? Atopic or other allergic dermatitis (diagnosis code ****)
  ? Gastroenteritis (diagnosis code ****)
  ? Hooded or recessed vulva (diagnosis code ****)
  ? Dental tartar or periodontitis (diagnosis code ****)

  Please see below for a summary of claim processing:
  ? Claim *************: Reprocessed on June 2, 2023, with a $994.76 reimbursement issued for an eligible condition.
  ? Claim *************: Reprocessed on June 2, 2023, with a $570.50 reimbursement issued for an eligible condition.
  ? Claim *************: Received on May 20, 2023, for the purchase of medication. Medical records were requested on May 24, 2023, to verify claim eligibility.
  o Reprocessed on June 2, 2023, without reimbursement due to the pre-existing conditions noted to the policy.
  

  As outlined in the My Pet Protection Plan, Section 2, Definitions:
  L. Preexisting condition means any condition for which a veterinarian provided medical advice, the pet received treatment for, or the pet displayed signs or symptoms consistent with the stated condition prior to the effective date of a pet insurance policy or during any waiting period.
  As outlined in Section 6, What We Do Not Cover – Exclusions:
  A. We will not pay for diagnosis or treatment of any preexisting condition.
  

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

  Sincerely,
  ******* ***** Claims Director
  ************

  Customer Answer

  Date: 06/08/2023

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

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***********

   Nationwide Homeowners Insurance Company is demonstrating
  clear discrimination towards us, and their unethical practices need to be
  investigated. We need our home restored to its condition prior to the water
  damage we sustained beginning February 14, 2023, and the cost for repairs
  covered under our homeowner’s policy.

  This has become an extremely urgent matter that is now
  affecting our health due to the mold growth in our home. We have children in
  our home whose health is also affected by this.

  We have relied on the instructions received from our
  Nationwide insurance adjuster, ****** ****, and have relayed the same
  information to the sub-adjuster, **** ******, when our home sustained water
  issues beginning February 14, 2023.

  
  We contacted our insurance agent, ***** ****, on February
  14, 2023, at 2:38 pm via email when a large amount of water began to come into
  our home office for which we both work in. I spoke with ***** **** on the phone
  at 2:44 pm on this same day for which he advised he filed a claim on our behalf
  with Nationwide, our homeowner’s insurance company, and given the severity we
  would receive the assigned adjuster’s information quickly. I then inspected the
  rest of the house and found water also coming in the half bathroom, living room
  and basement living area.

  We received an email from Nationwide Claims at 2:49 pm on
  February 14, 2023, with our claim number and the adjuster’s contact
  information. ****** **** was the named adjuster with Nationwide and the claim
  number is **********

  
  I contacted ****** **** at his listed phone number of
  ###-###-#### on February 15, 2023, at 8:25 am as he had not yet contacted us. I
  left a voicemail and ****** returned my call at 9:12 am on February 15, 2023. I
  was clear with ****** from the moment I connected with ****** on the phone that
  in all of our years of home ownership we have never had this issue and we have
  never had to file an insurance claim so we are completely relying on him for
  guidance, instructions, and advice to ensure that our damages are covered and
  repaired.

  We had secured a contractor for our damages and our contractor was
  scheduled to arrive with his crew by 10 am on February 15, 2023, to remove the
  snow from our roof, tarp our roof, eliminate further damages and inspect the
  damages that had occurred. In speaking with ****** during this call, he advised
  me that the roof should not be tarped, and the snow/ice could only be steamed
  from the roof to prevent loss of coverage. ****** also explained that they have
  specific contracted companies that they use for water damage and if our
  contractor doesn’t have access to the same equipment that their contracted
  vendors use then we should let him know so that he can schedule his vendor to
  come out to steam the snow from our roof.

  Once our contractor arrived, I shared
  with him that insurance said the roof can only be steamed and they cannot tarp
  the roof. I also advised that insurance has specific companies they use for
  water damage and if they do not have the same level of equipment, we will need
  to go through insurance to arrange this so that there is no loss of coverage.
  Our contractor sent his crew on their way and told me to call insurance to
  arrange mitigation with the roof steaming company to assure coverage under our
  homeowner’s policy.

  
  I called ****** at 12:04 pm on February 15, 2023, and left a
  voicemail. I called ****** again at 10:04 am on February 16, 2023, for which I left
  another voicemail. ****** called me back at 11:08 am on February 16, 2023. I explained
  to ****** that we sent our contractor on his way the previous day given the
  information ****** provided on February 15, 2023, and expressed our concern
  that if we did not follow ******’s instructions, we would not have coverage
  under the homeowner’s policy.

  ****** told me that he could approve $600 to have
  the roof steamed and that he would reach out to ICC, their contracted water
  mitigation company to come out and mitigate the water. Upon research, companies
  that do have the ability to steam roofs charge approximately $600/hour with a
  two-hour minimum. In other words, the amount ****** was willing to approve
  would not cover the needed cost and in addition there was no guarantee that
  this would resolve the issue. It is also our understanding that we have the
  ability to choose who does work on our home for coverage under the homeowner’s
  policy and ****** clearly stated we had to use their contracted provider.

  
  I spoke with ****** at *** on February 17, 2023, at 7:57 am
  at ###-###-####. I explained that ****** with Nationwide Insurance referred us
  to them to mitigate the water coming into our home (remove the snow from our
  roof). ****** asked me if we had found the source of the leak and repaired the
  source for which I told her we had not due to the amount of snow on the roof.
  ****** advised that they would not come out to mitigate the water until the
  source has been found and resolved.

  I then emailed ****** at 8:11 am on
  February 17, 2023, with this information and looking for advice on how to move
  forward. Email chain through February 20, 2023, with ******’s last instruction
  of, “I would suggest once water has stopped coming in and there are no visible
  ice or snow mounds on the roof over the area, to contact mitigation to complete
  the dryout process” is attached and listed as “Exhibit A.”

  We followed these instructions as did the sub-adjuster, ****
  ******, and the hired mitigation company by Nationwide, ***. We did frequent
  check-ins with **** ****** and ***.

  I contacted ****** with Nationwide on March 28, 2023, at
  9:32 am and left a voicemail. I called ****** again on March 30, 2023, at 10:04
  am after missing ******’s call on March 29, 2023. ****** retuned my call at
  4:37 pm on March 30, 2023, and we spoke. I informed ****** that the snow is now
  gone from the roof and looking for advice on our next steps. We had been in
  close contact with our contractor on a frequent basis throughout the time we
  had water coming in our house and due to the long period of time that water was
  coming into our house and ****** requested we wait to move forward it was our contractor’s
  suggestion to follow ******’s direction and have *** come out to do the
  mitigation to assure coverage under the homeowner’s policy.

  Our contractor further
  recommended in part that the walls be opened up and insulation removed and
  replaced due to the water damage and resulting mold. I relayed this to ******,
  and he felt it was still important for *** to come out, open the walls, dry out
  areas that are still wet and treat mold if mold is present. It was also
  discussed during this phone call that 12” of snow was expected on March 31, 2023,
  and we need to wait for the snowstorm to pass and for that snow to melt before
  moving forward. ****** recommended that we wait for the snowstorm to pass and
  for any snow accumulations to melt before we contact ***.

  We incurred approximately 10” of snow with the March 31, 2023,
  snowstorm. I contacted ****** on April 10, 2023, at 11:38 am and left a voicemail.
  I contacted ****** again on April 11, 2023, at 8:10 am and left another
  voicemail. ****** called me back at 5:22 pm on April 11, 2023, and we spoke.
  

  With water still entering the home from the fresh precipitation, ****** agreed
  that having their sub-adjuster, **** ******, inspect the home before *** comes
  out to mitigate would be appropriate to find the source of the water entering our home.

  Our contractor came out on April 8, 2023, to evaluate our
  roof and found our roof to have storm damage for which we were previously
  unaware of.

  **** ****** and our contractor arrived at our home for
  further evaluation on April 14, 2023, at approximately 2:00 pm. **** spent
  several hours evaluating our home and told us that we would hear from ******
  within 7-10 days.

  ****** called me at 4:46 pm on April 20, 2023, to discuss
  the estimate he created based on the findings from **** ******. ****** said
  that they do not believe we have storm damage on our roof and that our roof is
  poorly designed which has caused water to come in our home.

  While the source of
  the water coming into our home was from the roof, Nationwide Insurance has
  denied any coverage for roof repairs due to ******’s belief that our roof is
  poorly designed. ****** offered us the option to file a separate claim and pay
  a separate deductible if we would like storm damage on our roof to be further
  evaluated with Nationwide Insurance.

  It is very important to be aware that
  ****** nor **** are licensed building officials with the state of MN and with
  their lack of credentials it would not be appropriate for either of them to
  deem a roof poorly designed and deny coverage without the proper certifications
  from the state to do so. ****** proceeded to go through the estimate he created
  and is included as “Exhibit B.”

  You will notice that not only does this
  estimate provide a lack of repairs to our home given the extent of damage due
  to water coming in for two months, but the amount of money allotted would not even
  be enough for us to get our own materials to do the work ourselves let alone
  pay a licensed contractor to do the work which is required by our mortgage
  company. We have been clear with ****** about our concerns of mold given how
  long water has been coming into our home and our well-being with mold present.
  ****** told us multiple times that mold needs a food source to grow and he
  doesn’t believe it has a food source any longer.  ****** proceeded to explain that the next step
  would be to have ICC come out, open the walls to mitigate the water damage,
  treat mold where necessary and dry out areas as needed.

  I contacted the City of ********** on April 21, 2023, at
  2:13pm and left a voicemail. ****** **** with the City of ********** called me back
  at 3:27 pm on April 21, 2023, and we spoke. ****** confirmed that our roof and
  additions to the home passed all inspections and permits and that she would
  email us the records. “Exhibit C” includes the inspection records and permits
  from the City of ********** proving that our roof is not poorly designed.

  ***** with *** came to our home on April 27, 2023. We showed
  ***** all the affected areas in our home, and he said he would get to work. In
  less than an hour ***** said that he was finished. I noticed that none of the
  affected areas in our home had been opened up and explained to ***** that it
  was our understanding that they were coming out to open up the affected areas,
  treat any mold that is present, remove damaged materials and dry out anything
  that is still wet. ***** advised that was not what this appointment was for and
  all he was doing was using a water meter to determine if the affected areas
  were still wet. He said that he only found the tile floor in the half bathroom
  to still be wet and it is his recommendation the floor be replaced. I was
  shocked and explained that of course the areas would show to be dried by now as
  we have had extremely warm weather to dry it out; however, with water coming in
  the home for two months it is incomprehensible to believe that the materials in
  the wall are not damaged beyond repair and that there is a high probability of
  mold in the walls. ***** did agree that mold could be present, but without
  approval from Nationwide Insurance to remove the dry materials to inspect
  further he could not advise any further.
  

  We reached out to ****** to find out why *** did not perform
  the work he told us they would be performing. ****** told us that we
  misunderstood him, and that *** was only to come out and deem our materials dry.
  ****** proceeded to explain that since the materials have dried out on their
  own any opening of walls would be considered exploratory and would therefore
  not be covered.

  We continued to express our concern with the length of time
  that water was coming in the home due to his instructions that we wait to move
  forward on a resolution and as such we believe there is a high probability of
  mold and that the insulation would be damaged beyond repair. ****** said that
  insulation is made with fiberglass and does not get damaged when wet which is
  also untrue. ****** then again stated that since the materials are now reading
  as dry, they would not cover any further damage to the walls.

  We then contacted our insurance agent, ***** ****, to
  express our extreme frustration that we have done nothing but listen and follow
  the instructions of ****** from Nationwide Insurance and now we are left with
  an extreme amount of damage to our home without payment to repair on a policy
  we pay for and is supposed to cover these events. ***** agreed that the loss we
  have incurred is covered under our policy for which he sold to us on behalf of
  Nationwide Insurance. ***** reached out to ****** to only find out the same
  information we already have. ****** said that we can remove the dry materials
  on our own and if damage is found they will evaluate. ****** also said that if
  they believe the damage behind the walls is from a long-term issue, they will
  deny the entire claim. We have never had water coming into our home and this
  threat was completely uncalled for. ***** often goes unresponsive and is not
  providing us with the assistance we need in this urgent time.

  ****** approved to have *** remove the section of the tile
  floor in the half bathroom and dry out the area if necessary. ***** with *** came to do this on May 23, 2023. Andre removed the section of the floor that
  was reading as wet which has now exposed the wall where water was coming down
  from the roof. Andre set-up a fan and a dehumidifier and asked that we run the
  machines consistently for 24-hours and he would pick them up on May 25, 2023.
  The strong odor from the mold in the wall with the equipment running began to
  make us sick. We unplugged the machines on May 24, 2023, in the early
  afternoon, opened the window and left the exhaust fan running. Since the
  exposure to the mold, we have been dealing with nausea, terrible headaches,
  constant congestion, sneezing and terrible coughing.

  We have done extensive research since ****** has set us up
  for failure and have found through the EPA, CDC and multiple professionals that
  confirms mold growth begins after 24-48 hours if the affected areas are not dry.
  According to the EPA, if you are not able to thoroughly dry out your home
  within 24-48 hours, you should assume you have mold growth. We are more than
  happy to provide the EPA and CDC content if needed.

  We have also done extensive research on other materials such
  as insulation and flooring and have found that these materials damaged by water
  should be mitigated within 2-3 days to prevent the need for replacement. Here
  are direct quotes from credible sources regarding insulation, “If the source of
  moisture is from inside of a wall, and if the insulation is not dry within 2-3
  days, it should be removed;” “If your insulation has become wet, remove it as
  soon as possible and replace it with new insulation. Wet insulation can lose
  its effectiveness and can pose health risks;” “If the carpet or rug was wet for
  more than 48 hours, regardless of the source of the water, general EPA/FEMA/CDC
  guidelines recommend removal and replacement.” We would also be happy to
  provide the content and additional supporting documentation to suggest that the
  length of time our materials were wet have caused additional damage that needs
  to be addressed.

  In addition to needing the mold, insulation, flooring,
  drywall etc. replaced due to the damage, we have two walls that have separated
  in our home office area as well as a thermostat issue in our home office that Nationwide
  Insurance is avoiding addressing. Our wall was not separated prior to the large
  amount of water that was coming into our home. Our thermostat was functioning
  prior to the large amount of water that has come into our home.

  We are upset and thoroughly frustrated with ****** at
  Nationwide Insurance and following all his instructions with the belief that by
  following his instructions we would have the coverage necessary to restore our
  home back to its condition prior to February 14, 2023. We spent many hours
  packing up and moving anything we could from all affected areas where water was
  coming into our home. We spent many hours cleaning up the water the best that
  we could while we waited per ******’s instructions. We have spent a lot of
  money that we do not have on containers to pack our things. In addition, we have
  had to miss several days of work as a result of this issue.

  Our home has been left in shambles since February and we
  urgently request a review into this issue and assistance from your office, Better Business Bureau, in
  coming to a resolution and coverage under our homeowner’s policy for repair of the damages to our home. Please advise at your earliest opportunity. 

  Nationwide Homeowners Insurance Company is demonstrating clear discrimination towards us, and their unethical practices need to be investigated.

  We need our home restored to its condition prior to the water damage we sustained beginning February 14, 2023, and the cost for repairs covered under our homeowner’s policy. This has become an extremely urgent matter that is now affecting our health due to the mold growth in our home. We have children in our home whose health is also affected by this.

  Please see the full letter we've written to you attached. We have multiple attachments so please let me know how I can send you the remaining documents for our case to be investigated.

  Thank you,
  

  **** and **** *****
  ###-###-####
  *********************
  
  ************
  ********** 

  

  Business Response

  Date: 06/05/2023

  ****************
  
  
  
  Dear Ms. **********:
  
  We are in receipt of
  your correspondence dated May 30, 2023, regarding the above noted file. We
  regret to hear our service did not meet Ms. ******* expectations.  We take customer service very seriously and
  continuously strive to improve our service.
  
  Nationwide respectfully
  disagrees with the allegations raised by Ms. *****. We reviewed Ms. *******
  concerns about the possibility of mold in other parts of the home; however, our
  inspection did not identify any evidence to validate this concern. The areas in
  the bathroom were treated as appropriate. An estimate was completed, and
  payment was provided for the covered repairs on April 20, 2023. In the absence
  of any new information, our position on the covered scope of damages and
  repairs remains the same as previously communicated to her.
  
  If Ms.
  ***** can provide additional documentation that might change our decision, she
  can forward it immediately for review and consideration to her claims team.
  
  If you require further
  assistance, please contact ******* ******, at ###-###-#### or by email at **********************
  
  Sincerely,
  
  **** *****
  Claims Compliance Specialist,
  Customer and Regulatory
  Solutions
  

  Customer Answer

  Date: 06/09/2023

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

  Thank you for your reply - we understand our letters might be extensive and you may have overlooked the core issue at hand. Please understand that we are upset at the situation and have been lied to by your representatives. 
  
  The response you provided is exactly the issue we’ve been talking about with you, Nationwide and its staff’s unethical practices. Out of everything we sent you, your focus was on the mold which was discovered during your hired remediation company’s attempt to dry out water your first contracted assessor didn’t find.  While there is a high probability of mold being behind the walls because of the water that pooled into our house was left for months, you are failing to address the lies, and false assessment your representative which you are now trying to cover up. By the way, your representative, ******, told us there was no mold, but now your reply acknowledges there was mold and it was treated. Or what did you treat as mentioned in your response? The simple fact is if your remediation company found mold at the base of the wall and treated it, how can you comfortably say there is no mold in the other ares of the wall given it’s all in the same area that water entered our house. What proof do you have? 
  
  You are trying to have us pay to do work that should have been done months ago which we are supposed to have covered as homeowners. You've refused to repair our home to its prior existing condition. Shame on you for that!!
  
  Outside of the possibility of mold growth, what you’ve failed to address is your representatives recommendation to wait till the snow thawed off our roof and water continued to come in our house. His claim that the reason water came in our house from the roof is that it was a poor design. We’ve provided you the official city documents showing that the roof passed inspection and no reference to a poor design. This is information from licensed professionals so what building license do you have to refuse that repair? We also have a licensed contractor and building official who has confirmed currently our roof is not poorly designed, but rather we have storm damage in our roof that we were previously unaware of. Are we supposed to now file claims every time this occurs because of your refusal, and is this another way of taking advantage of homeowners?
  
  The uphill battle we’ve continued to fight is that we had an excessive amount of water that came in our house through the walls. Our insulation, walls, carpet and other areas were wet for months while your representative told us to wait for the roof to thaw. Please look up how soon you need to address water on insulation and how mold grows. We provided you articles about this, we’ve provided you the website to the CDC and EPA which are government entities that talk about how quickly mold will grow in dark areas, especially walls, and must be remediated. We’ve provided you pictures and moisture readings of the areas. Now our insulation is shot as a result of the extended time your representative told us to continue to wait and we provided you email messages from your representative confirming he told us to wait all that time. When the roof thawed, there was another 2 weeks of wait time before someone came here and took moisture reading to say, the area are dry. Of course it would be dry with 2 weeks of hot weather! This is simply a bait and switch tactic ******/Nationwide used on us and now you are asking us to provide proof of mold when we’ve provided you proof supporting how extensive water came in. Our issue is not just that there is a high chance of mold, our primary issues are that you’re refusing to address the source of the water and repairs to the areas that were expensively affected by water; therefore, your assessment of our damages is incorrect. If you don’t believe us about the impact to insulation and the water affected areas, talk to the mitigation company who you hired as they’ve also told us that the insulation is shot, we are going to have high energy bills, and mold would have grown by now in those areas. 
  
  To our knowledge, our repairs are being denied as a result of a moisture meter and no where in our policy does it say your decision would be based on a moisture reading and if this is the case, we provided you pictures with date stamps to show what the moisture levels were before you all took your time, waited until things dried before coming out to inspect. 
  
  You have also failed to address the damage to the walls in our office that are visible from the outside. Two of the walls separated from the large amount of water coming in and is still separated. The thermostat is not functional due to the water damage to the thermostat. Why is this being ignored?

  We also have a tile floor that is torn up and we’ve not received payment to replace. 

  Please take a 2nd look at our case and correct this wrong you’ve done to us as we’ve been impacted by this since February. Our house is upside down as a result. Do the right thing and cover the repairs we have covered under our policy. 
  
  We disagree that Nationwide is on our side with this and will continue to fight this battle until you right this wrong. 
  
  Should you need any additional information you may have overlooked, please contact us and we will gladly provide it. 
  
  **** and ****

  

  Business Response

  Date: 06/28/2023

  **************
  
  Dear Ms. **********:
  
  We are in receipt of
  your follow up correspondence dated June 22, 2023, regarding the above noted
  file. We appreciate the continued opportunity to provide a response. Please
  note Ms. ***** has requested assistance from the ********* Department of
  Insurance as well on the same issue. We continue to work with the regulatory
  authority in addressing the customer’s concerns within the applicable policy
  provisions.
  
  There is no new
  information presented in the rebuttal you shared from Ms. ***** and Nationwide continues
  to disagree with all the allegations from her. There is no evidence to suggest
  presence of mold from a covered peril. Ms. ***** was reminded of the homeowner’s
  duty to mitigate the loss at multiple steps in the claim process. The leak was
  caused by an ice dam and the water came in due to inadequate step flashing in
  the area of the leak. The inadequate flashing is not storm damaged and not
  covered. The separation of walls in the office are unrelated to the incident in
  question. Nationwide provided a partial denial to Ms. ***** for all items not
  covered under the claim.
  
  We are in the process
  of scheduling a reinspection to address any remaining items including the tile
  floors and will address any new information discovered as the repairs progress.
  If you require further assistance, please contact ******* ******, at ###-###-####
  or by email at ********************** 
  
  Sincerely,
  
  **** *****
  **** *****
  Claims Compliance Specialist,
  Customer and Regulatory
  Solutions

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nationwide will not return any of my emails to give me progress on my claim. It has been 11 weeks since their underinsured driver rear ended my twin teenage daughters. Their insured driver was arrested for a DUI and submitted a BAC test of .215. She did not have enough insurance to cover the cost of my totaled car so they are trying to make sure all claims are settled before they pay me. They waited 5 days to get my car towed from the tow yard causing additional cost to the tow company. Once I filed a Civil Remedy Notice they cut all communication and all I am trying to do is purchase another vehicle so my girls can get to school.

  

  Business Response

  Date: 05/22/2023

  *************
  Dear ********* **********:

  
  We are in receipt of your correspondence dated May 16, 2023, regarding the above-noted file for **** ******. We appreciate the opportunity to review and address this concern.

  On February 22, 2023, Mr. ******’s daughters were rear-ended by a Nationwide insured, who then subsequently veered off the road and struck a fence belonging to a school. Mr. ****** filed the claim with Nationwide on February 27, 2023. Mr. ****** was advised of concerns relating to insufficient property damage limits on this day.
  Nationwide completed an investigation into the claim and accepted liability. The adjuster followed up with Mr. ****** on March 1, 2023, and explained that due to the property damage limits, Nationwide would need to determine the pro-rata settlements for each property damage owner respectively. Nationwide arranged to have Mr. ******’s vehicle towed to his home. Nationwide reviewed the property damage with the school and requested an invoice for repairs or a signed agreed price contract.
  Nationwide provided updates to Mr. ****** on March 7, 2023, and March 16, 2023. On March 21, 2023, the school advised that the person handling the fence damage was no longer employed there and no repairs had been made yet. Mr. ****** was provided another update on March 31, 2023.

  Nationwide followed up with the school several times in April, fence repairs were still pending. Mr. ****** was advised of the same. On May 15, 2023, Nationwide received the final fence repair invoice from the school. Nationwide spoke with Mr. ****** about finalizing the pro-rata settlements. He expressed concerns about loss of use and inquired about the vehicle valuation.
  

  On May 19, 2023, after adjusting Mr. ******’s portion of the claim, Nationwide was able to draft Property Damage Releases for each party. Once those releases are signed and returned, Nationwide will issue payments respectively.

  We understand it did take some time to receive the appropriate invoice from the school. We appreciate Mr. ******’s patience as we worked through expediting fair settlements for each party. 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 ****** ****, at ###-###-#### or by email at **********************.

  Sincerely,
  
  **** ***********
  Claims Compliance Specialist

  Customer Answer

  Date: 05/22/2023

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

  Nationwide's insured driver does not have enough insurance to cover the total cost of damages and they are telling me that they will not release any money until I release their customers responsibility. Their driver was drunk and could have killed my girls for her poor decisions ma**** and Nationwide is trying to hold my money hostage. They offered me 7.5k on over 20K worth of damages and want me to sign a release before I get my money, someone is responsible for the rest of the money. Not only that but Nationwide only got back to me once I filed this complaint. I have attached documents to their claim with proof of fair market value for my vehicle their drunk driver totaled and they refuse to adjust their cost. They are also trying to take the towing and storage of the vehicle out of the total payment to me as if it was my fault they left my vehicle in storage. I called them after I called the towing company and stated they wanted $342 cash to remove the vehicle, I was told they would get it brought to my house as soon as they could and 5 days later it showed up. I am not responsible for their delay and I will not accept responsibility.

  Again none of this was the fault of my 17 year old girls or myself, so how they can treat me as if I am the criminal that was driving drunk is beyond me.
  
  
  
  Regards,
  
  
  
  **** ******

  

  Business Response

  Date: 06/16/2023

  *************
  Dear ********* **********:

  
  We are writing to provide an update on Mr. ******’s claim. On June 14, 2023, Nationwide issued payment for Mr. ******’s pro-rata share up to our insured’s policy limits.

  Our insured, through her attorney, has advised she would like to cover the remainder of Mr. ******’s damages that her policy was not able to cover. Mr. ****** has been notified of this verbally and in writing. If Mr. ****** did not receive the response sent to him, he may contact his claims adjuster for another copy.

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

  Sincerely,
  
  **** ***********
  Claims Compliance Specialist
  

  Customer Answer

  Date: 06/20/2023

  ****************** 

  Nationwide has sent me a check for a value they state is correct without sending me a breakdown of the cost. I have reached out to their total loss department with questions on how they valued my vehicle and not received any responses. When I call my claim adjuster he tells me that he will reach out to the total loss department but I never get a response. 

  Nationwide's total loss department sent me the attached vehicle assessment. They removed $400 for a skyview roof that my car was equipped with and state that there is a $1,356 deduct for condition. There is no explanation for the average condition except there were no notes from the inspection. There were no scratches, dings, or rust on the exterior and all of the interior was in perfect condition so I find it hard to believe that Nationwide can give a deduct of $1,356 for average condition. The cars that were comped could have had more imperfections then my vehicle and there is no way for them to know. 

  Here is my problem, Nationwide makes a vehicle assessment that is wrong. I cannot buy my vehicle in the condition it was in before the accident for what they say I can. They will not talk to me about their evaluation. I am stuck with a low balled value of my vehicle and while I am trying to sew their client for the remainder of the damages her lawyer uses the low vehicle assessment and I lose at least $2,000 for an accident that was caused by a reckless drunk driver. 

  Regards,

  **** ******

  ###-###-####

• Initial Complaint

  Date:04/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What does it take to receive a current bill from Nationwide? I have been a 30-year customer and pay my bill annually. After not receiving the statement I knew was past due, I contacted Nationwide. I was told they had billing issues, but she would request a statement be mailed to me. I also asked the amount due as I have a 5-year renewable term policy. I was informed there would be no issue, as I was still within my 30-day grace period.

  I went ahead and blindly paid the bill, which indeed had increased from the previous year. No statement arrived. I waited two weeks and placed another call. I was then informed that they wouldn't send me a statement since I had paid the due amount. The representative said she would put in a request for the current statement.

  What did I receive a couple of weeks later? The statement from the prior year, dated 2022.
  I placed another call. This time I was told that they don't send the statement until the day it is due.

  Seriously? Beyond ridiculous, as this would make it impossible to pay the bill on time. These representatives all seem to offer a different story regarding Nationwide's billing issues.

  I was again told they would send me the correct statement. It has been well over a month, and I am still waiting.
  Had I not been proactive and called Nationwide and blindly paid my bill based on the amount one representative said was due, I would be well past my 30-day grace period. I would have then lost a policy I've had for 30 years. This is unacceptable business practice.

  

  Business Response

  Date: 05/01/2023

  Please accept this letter in response to your letter dated April 25, 2023. We regret
  this situation and hope ****** ******* finds the following information helpful.
  
  Policy details
  Owner: ****** *******
  Insured: ****** *******
  Policy number(s): *******
  Case Number: ********
  
  Our findings
  Unfortunately, we experienced a system issue which prevented billing notices from
  Thank you for generating. An annual bill should’ve been generated on January 9, 2023, with a
  the opportunity payment due date of February 9, 2023. However, due to this error, the bill wasn’t
  generated and mailed. We received the annual payment for this policy on February 10,
  to assist 2023, applied it to the policy, and the policy is in good standing and paid to February 9,
  2024.
  
  We want to offer a sincere apology for this issue and the delay in sending out the notice.
  We take member feedback seriously and want to confirm we’ve shared her comments
  with the appropriate area. This issue has been fully resolved, and she’ll receive a copy
  of the 2023 bill under separate cover. The annual bill will be generated as expected in
  January 2024.
  
  Our commitment to you
  We're sincerely sorry for any inconvenience or confusion we caused. We'll make every
  effort to ensure ****** ******* receives the quality service she deserves in the future.
  
  We’re here to help
  If you have any further questions or need additional information, please feel free to
  contact me directly at ###-###-#### or by emailing *********************
  
  Sincerely,
  
  ******* ****
  Regulatory Complaint Coordinator
  Nationwide Life Insurance Company

  Customer Answer

  Date: 05/06/2023

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