Complaints

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

close

Find a Location

Nationwide has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  10 W Nationwide Blvd Columbus, OH 43215-2751

  

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:04/24/2023

  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.

  This auto insurance cancel my insurance without letting me know they charge my account and my insurance was cancelled and the bank that I make a payment with them for my car. They send me a final letter and I had to pay $1000 fine and that because they said your card doesn’t have insurance I don’t even know and I dispute this amount with my bank because I don’t have insurance and I have to look for another agency to get an insurance and they said nationwide said in order to get insurance from us. You have to pay $4000 ahead of time and I couldn’t afford this money. I am the person with disability. I couldn’t afford this and that’s why I just do that and my bank approve me after three months and I will send the prove to you. Please help me thank you

  

  Business Response

  Date: 05/03/2023

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

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

  
  We are in receipt of your correspondence dated, May 1, 2023, regarding the above-noted file. This letter is in response to the inquiry received from ***** ****** ********* regarding a personal Auto policy with Nationwide Insurance Company of America (hereinafter, the “Company”). We appreciate the opportunity to review and respond to your inquiry.

  
  On October 25, 2022, Mr. *********’s insurance agent removed the Electronic Funds Transfer (EFT) autopay program from his billing account and switched him to be directly billed. Our Company generated an installment due September 26, 2022. When payment was not received as required, we mailed Mr. ********* a warning notice advising that his policy could cancel for non-payment if we did not receive the required payment on or before October 19, 2022. An email was also generated on September 29, 2022, with this information. We received a subsequent bank card payment on October 7, 2022.

  We then generated another installment due October 26, 2022. When payment was not received as required, we mailed Mr. ********* a warning notice on November 1, 2022, advising that his policy could cancel for non-payment if we did not receive the required payment on or before November 20, 2022. We’ve confirmed that this Warning Notice was delivered to their address on November 5, 2022. An email was also generated on November 1, 2022, with this information.

  The customer logged into their account on November 16, 2022, and made a payment on their Tenant policy. Then on November 19, 2022, they logged back in and began the bill payment process for their Auto policy, however, they did not remit payment on that day to prevent cancellation. This indicates the customer was aware that payment was needed. The payment was not received as required and the policy cancellation for non-payment of premium was processed effective November 21, 2022, as forewarned.

  The final bill that remained due to our Company for unpaid coverage provided under the policy contract through November 20, 2022, was $589.15. The customer remitted a bank card payment of $589.15 on November 23, 2022, to clear the final bill due to us. On December 12,
  

  2022, we explained to Ms. ******* *********** Mr. *********’s wife, that the policy had been canceled for non-payment of premium and was not eligible for reinstatement.

  On February 23, 2023, our Company received notice that Mr. ********* had worked with his bank to dispute the payment of $589.15 that he made on November 23, 2022. His bank retrieved the funds back from us; however, this balance remains due to our Company. On February 24, 2023, we mailed another final bill for this amount due on March 15, 2023. The payment was not received as required. Therefore, on April 14, 2023, our Company sent this balance to our collections partner, ****** *********** ******** *****, to obtain payment.

  In closing, the $589.15 remains due to our Company for unpaid coverage we’ve provided to Mr. ********* under the policy contract that he had with our Company. He may remit payment directly to *** or he may contact us at ###-###-#### to do so. As policy quotes are not saved in our system, we’re unable to review or discuss what the independent agent advised the down payment would be for a new policy.

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

  Sincerely,
  
  ***** ******
  Specialist; Customer & Regulatory Solutions

  Customer Answer

  Date: 05/10/2023

  [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:04/20/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nationwide Mutual Insurance Company insures both my home and my three automobiles. My auto policy number is 9234J119767, and my agent is Armando Arredondo of Fairfield, OH. Five months ago in November of 2022, I paid our auto policy's six month premium as I always do and the amount paid was $2,262.18, which insures our cars through May of 2023. I just received a new bill for the next six month period and my premium has increased to $2,734.26, which is an increase of $472.08 (or $944.16 per year!). I called the Nationwide toll free customer service, and my agent, and they both told me that the increase is not because of anything we did, but just a "general rate increase." The drivers on our policy have not had any tickets or at fault accidents in many, many years. I have been a Nationwide customer for 31 years, and not only is this increase extraordinarily excessive, it is unprecedented and makes no sense to me whatsoever. I feel like faulty information is being taken into consideration on the part of Nationwide, or that this is just simple price gouging. I prefer to remain with Nationwide for my insurance needs, but feel like under the circumstances I need to look elsewhere. I am asking a qualified individual to contact me with authority to either reduce my auto premiums to the rates I paid just five months ago, or offer an explanation for the increase with details that make sense. I cannot simply accept that this is a "general rate increase" without a better explanation. It insults my intelligence. I appreciate your consideration and look forward to hearing from you. Thank you, ******* M *******

  

  Business Response

  Date: 04/28/2023

  April 28, 2023
  

  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005

  
  BBB Complaint #: 19958691
  Complainant Name: ******* *******
  Policy #: 9234J 119767
  Claim #: N/A
  Company Name: Nationwide Mutual Insurance Company
  OCR Ref #: 3535064

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

  
  We have received your recent inquiry from ******* *******, regarding personal Auto
  policy ***** ******* and his concerns about a premium increase and request for a
  reduced premium. We would like to address those concerns.

  
  The renewal term effective November 21, 2022, through May 21, 2023, originally had a
  term premium of $2,262.18. On April 12, 2023, Mr. ******* replaced a 2020 Honda
  Accord with a 2023 Honda Accord, effective March 23, 2023. This resulted in a pro-rata
  increase of $41.96. The new full-term premium was $2,379.75.

  
  On April 17, 2023, a renewal offer for the May 21, 2023, through November 21, 2023,
  term was issued for $2,692.30, which is an increase over the previous term of $312.55.
  On April 19, 2023, Mr. ******* replaced a 2017 Hyundai Elantra with a 2020 Honda
  Civic, effective April 28, 2023. The pro-rata increase for the November 21, 2022, term
  was $9.33, with a new full-term premium of $2,431.36. The full-term increase for the
  May 23, 2023, term was $61.02, making the full-term premium $2,753.32.

  
  After all the above-outlined changes, the May 21, 2023, term premium was an increase
  of $321.96 over the prior term.

  
  Calculating insurance premiums is not a discretionary process. It involves applying rate
  factors from the carrier’s Ohio Department of Insurance approved rate plan based upon
  the coverage limits and endorsements selected; as well as, the rating elements for the
  specific risk (insured location). We periodically review our rating and adjust our filed
  rating plans with the state when it’s deemed necessary by us. The premium increase is
  the result of the below rating elements.

  
  State-wide rate plan change:

  There was a change to our Auto’s rating plan. The revised rating plan began with
  the policies effective February 12, 2023, or renewing on or after March 12, 2023.
  The renewal term was rated utilizing the revised rating plan and we are unable to
  deviate away from that plan.

  
  Mr. ******* is currently receiving discounts for Multi-Car, New Vehicle, Passive
  Restraint, Accident-Free, Good Student, Affinity, Home & Car, Paid in Full, and
  Paperless policy.

  
  We recommend that he regularly review his insurance policy characteristics and needs
  with his Agent to consider various coverage options and potential savings that may be
  available to adjust his premium. As of the date of this letter, our company’s retention
  department is working with Mr. ******* on ways to potentially reduce his premium.

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

  
  Sincerely,
  ****** *****
  Specialist; Customer Regulatory Solutions

  Customer Answer

  Date: 04/28/2023

  [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.  Today, I spent considerable time on the phone working with ****** (*****) ********, a Retention Agent with Nationwide, at ###-###-####.  ***** was patient with my questions, and provided insurance solutions that I did not know were available or even possible.  I'm disappointed that my agent wasn't more knowledgeable to bring forward such great options and solutions, but I'm thankful that ***** reached out.  My desire all along was to better understand what was happening and see what, if anything could be done.  Her patience, kindness and knowledge was sincerely appreciated.  I could not be more pleased with what ***** was able to help me accomplish with our insurance needs.
  
  Regards,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/18/2023

  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 insured our dog with Nationwide, policy C-*******. On 2/13/2023 ******* had a massive seizure and required hospitalization and surgery. A claim was filed on 2/14/2023 to cover the treatment. Correspondence was received on 2/16 requesting additional information. We had both the ER doctors and our family vet send her full medical history and account of the ER and hospital visits to Nationwide. During a follow up phone call I was advised that there was nothing further needed from us to process the claim. Subsequently we have received letters from Nationwide indicating that they "Need additional time to process the claim". Today, 4/18/2023, I followed up via telephone and was told that I just had to wait for the underwriters to review the claim. However, the claim has been moved to the History section of the website "my.petinsurance.com" and the and the amount paid is $0.00. The claim number is *************. Today I was informed that the delay is because they are trying to establish a medical history. We provided the medical history immediately upon request, 2 months ago. Further, how was my policy rated without an adequate medical history? 

  Resolution: 1.) Add the medical history requirement to the Claims Review section of the FGAQ page on your website 2.) Add a place to upload medical records to the "File a New Claim" page on your website 3.) Make ALL documents including those supplied by the insured available online 4.) Update the Turnaround Time in the Claims Review section of FAQ from 30 days to an accurate value 5.) Complete the claim immediately 6.) Make a 1 time donation 0f ******* annual premium ($703.54} to the ********** ****** ******* in the name of ******* "******** ******** ****************************************************

  

  Business Response

  Date: 04/25/2023

  Good afternoon,

  We have reviewed the attached complaint and provide the following information:

  We are missing medical records from the below providers:
  
    1.  Faxed ********* AHG (******) MR req 9/1/21 to present
    2.  Faxed ***** AH (******) MR req 9/1/21 to present
    3.  Faxed ******* VS (******) MR req 9/1/21 to present
  Care Agent ***** ******* (ext. ****) called the member yesterday morning and left a detailed VM that we received his feedback via social media and have researched his claim. We have not received all the necessary medical records, but we have reached out to all the vets and requested those records on his behalf. As of yesterday, we have received some records and will be reviewing those records to attempt to process his claim.

  Kind regards,

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

  Nationwide Pet

  Customer Answer

  Date: 04/27/2023

  I accept the business's response to resolve this complaint because I have received the payment for the claim. HOWEVER, the business should be advised that I asked each representative I spoke with if they needed any additional information and was told they did not.  Further, I received 2 letters stating the business needed "more time" to review the claim.  Why didn't I receive a letter stating the documents that you required to complete the review?  If you were able to get the documents yourself, why didn't you do that?  

  Again, i am accepting the response because the claim has been paid.  The level of service is disgraceful.  

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

• Initial Complaint

  Date:04/14/2023

  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.

  This business is not processing claims for my pet insurance. I have contacted them multiple times regarding the extreme delay in processing my claims (outstanding since January ) but they do not respond.
  I submitted claims for my cat, *****, policy ******** Nationwide Pet beginning on January 3. The claim dates of service are:1/3/2023, 1/12/2023, 1/16/2023
  
  I submitted medical records as requested on 1/25/2023. I received a letter stating that medical records were needed, despite his medical records being received at [email protected] on 1/25/2023. I resubmitted records on 2/4/2023 and they were confirmed as received.
  
  I have received two letters, the most recent dated 3/22/2023 stating that more time is needed to process my claims. My claims were submitted in the beginning of January for legitimate, new medical conditions. It is now April. These balances continue to accrue debt on my credit cards and I do not understand both the repeat requests for the same medical records that were confirmed as received and the lengthy delay.
  
  I have an additional policy with a similar issue: Nationwide policy ******** for ******. I have been asked twice for medical records. ******** medical records were submitted and marked as received on 1/21/2023. Records for the same dates as the submitted records were requested again on 3/10/2023 and resubmitted on 3/18/2023. That claim has not been in process for quite as long but is following a similar pattern and I fear that this claim will be delayed in processing for months as well. I submitted a letter to DVM on 4/1/2023 and they have not responded.
  
  Nationwide Pet claims that invoices are processed within 30 days. I understand a slight delay, but this extreme delay and errors in marking medical records as received is not in keeping with that promise. I would appreciate some assistance. Thanks.

  

  Business Response

  Date: 04/27/2023

  ******************
  We are in receipt of your correspondence dated April 21, 2023 regarding the above referenced complaint. In her complaint, Ms. ***** is requesting completion of her review and resolution of her claims for the above referenced policies.
  Policy ******** for *****:
  Ms. ******* applied for the My Pet Protection Plan with a $250.00 annual deductible on September 29, 2022 for her cat *****. The policy was approved with an effective date of November 1, 2022.
  We received claim ************* on January 12, 2023 for diagnostics related to vomiting. Medical records were requested to verify claim eligibility on January 14, 2023.
  Claim ************* was received on January 21, 2023 for the treatment of pancreatitis. As no records had been received for the previous request, another request for medical records was issued on January 24, 2023.
  Once complete medical records were received, a review was completed on April 26, 2023. Based on the information documented in the medical records, the following pre-existing conditions were noted to the policy:
  ? Keratoconjunctivitis sicca or keratitis (diagnosis code 2108)
  ? Blindness (diagnosis code 5219)
  ? Related to behavior modification (diagnosis code 1015)
  Please see below for a summary of claim reprocessing:
  
  ? Claim *************: Reprocessed as eligible on April 26, 2023 with $455.00 reimbursement issued.
  ? Claim *************: Reprocessed as eligible on April 26, 2023 with $44.10 reimbursement issued.
  The pre-existing conditions noted to the policy did not impact the claims on file, which are for eligible conditions.
  Policy ******** for ******:
  Ms. ***** has the My Pet Protection Plan with a $250.00 annual deductible for her cat ******. Please be advised that medical records were requested in error for this pet. All claims on file have been processed with eligible reimbursement as of April 20, 2023. We apologize to our insured for any confusion or inconvenience.
  We appreciate Ms. *****’s patience while we completed the review for *****. If you require further assistance, please contact ******* ****, at ###-###-#### or by email at **********************
  Sincerely,
  ******** ****** Claims Director
  ************

  Customer Answer

  Date: 04/28/2023

  I accept the business's response to resolve this complaint. They were very cooperative and helpful once the issues were brought to their attention. Thank you.
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 3, 2020, my husband **** and I attended a workshop hosted by ******* ************ at the ******** Public Library focused on strategies for integrating Social Security with other assets to fund retirement income. We were interested in an annuity account that could pay out a monthly income upon retirement. ***** spoke to us about a product that had a three-year strategy plan, which would lock into a return rate at the end of that period, with 3% minimum growth and no loss of initial investment. She also said when we were ready to start taking money out of the plan, we could choose to make withdrawals, or receive monthly annuitized payments.

  The issue date for our Nationwide New Heights 12 Fixed Indexed Annuity plans contracts was: 3/30/2020. Our contract numbers are **** ******* *********** ***** ** ******** ***********

  On April 3, 2023, we received closing statements on the first three-year term, showing no increase at all.**** called ***** who said she would get back to us later. We have not heard from her since. We called Nationwide to see if there was some type of mistake. We found out the plan had no guaranteed income. It can never be used as an annuity. With around $105,000 invested, we made about $300.00 over the three-year term.We cannot get out of the plan without paying a 10% surrender charge. There was no advantage in moving our money, instead a loss on what we could have earned. Optional riders could have customized our contracts to earn guaranteed minimum growth or lifetime income which ***** never discussed with us. I liken her negligence to perpetrating fraud on senior citizens.

  I told an agent I spoke with from Nationwide they should suspend ******* ************** ability to sell their products if she grossly misrepresents them.

  ******* ** ************License number: ************* ******** ************ ** **********Phone number: ###-###-####**********************

  

  Business Response

  Date: 04/21/2023

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

  Please accept this letter in response to your correspondence dated April 18, 2023. We regret this situation and hope you find the following information helpful.
  

  Complaint details
  BBB Complaint id: ********
  Important information
  - We received concerns alleging misrepresentation at the time of sale and opened a formal complaint case to review this matter.
  What to expect
  - We’ll contact our members to acknowledge receipt of their concerns and explain the complaint process. We’ll conduct a full comprehensive review and request a response from the financial professional who sold this annuity contract.
  Our commitment
  - We’ll do our best to ensure a timely review of this complaint case. We’ll update our members on the progress of this case, and once our review is complete, we’ll send them a written response with our findings.
  We’re here to help
  - If you have any further questions or concerns, please feel free to contact me via telephone at ###-###-####, option *, extension *******, or via email at **********************
  

  Sincerely,
  
  ***** ****
  Specialist, Customer Regulatory Solutions
  Nationwide Life Insurance Company

  Customer Answer

  Date: 05/02/2023

  In an email sent by ***** **** from Nationwide, she wrote
  that our complaint #: ******* would be investigated with the financial professional who
  sold us the annuity contracts. Once the review is complete, we’ll be sent a
  written response with their findings. I sent ***** **** some additional background information on our dispute and have not heard back. My husband and I are still waiting for a written response.
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 05/12/2023

  ***********************
  We received concerns alleging misrepresentation at the time of sale and opened a formal complaint case to review this matter. We contacted our members and provided an overview of the complaint process.

  We conducted a comprehensive review and requested a response from the financial professional who sold these annuity contracts. Once our review was complete, we sent written responses with our findings on May 11, 2023.

  We’re here to help

  If you have any further questions or concerns, please feel free to contact me via telephone at ###-###-####, option *, extension *******, or via email at **********************

  
  Sincerely,
  
  ***** ****
  Specialist, Customer Regulatory Solutions
  Nationwide Life Insurance Company
  We appreciate your correspondence

  Customer Answer

  Date: 05/23/2023

  I have enclosed the Nationwide Annuity Contract I received from Nationwide. I was disturbed by ******* ************** response to Nationwide as to what she said we expected from this plan.

  Our main interest was in an annuity in which we could receive monthly annuitized payments. ******* presented to us that this plan could be used for what we thought was an annuity, or we could make yearly withdrawals of funds. That decision could be made when we decided to start drawing on the plans.

  We should have been presented with riders and additional fees if we wanted this plan to be what we considered to be an annuity. We never had that discussion. I don't understand the disconnect in this situation.

  Thank you,

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

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

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

• Initial Complaint

  Date:04/10/2023

  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.

  In January I left for a cruise, during the time gone my home was broken into and new Apple I-Phones were stolen, they were still in the boxes. My older Laptop and a small amount of cash. I tried to work with ******* first regarding the loss of the phones and to report them stolen so they could not be used on another provider or account at *******. ******* was not willing to assist me in anyway except to register them stolen. They suggested I call my insurance company.

  I filed an online claim with Nationwide Insurance. I received a call from. ******* ***, she did a phone interview with me; moments after this interview an Investigator named ***** ****** ******** phoned for another interview. I stated I just had gotten off phone with *******, he said he was not going to ask the same questions. He had a very threatening manner to his questions, he was a bully to put it mildly. He told me that I owned a Quiznos, which I did but not for 14 years, I asked what that has to do with this claim, he said I had a prior claim with that business, I stated I never had a claim with that business. He implied I was a liar, he kept pushing me and trying to get me to change my story. He wanted to know why I did not report this to the police, I answered him, but he said he called the police and I never called them, he pushed over and over at me. then he was trying to get me to say why I reported this so late, I told him several times, but he did not believe this answer either and he just kept pushing me,

  I felt because I am older senior citizen he thought he could just treat me like this, he would not stop. I have a heart issue and I am diabetic, he caused my blood pressure to rise until I was very dizzy.

  I could hardly continue to speak with him, he was a bully and very condescending towards me. Finally I got off the phone and went home and felt like crying and had to lay down.

  Not until the next day could I email ******* to cancel the claim, he cancelled my insurance policy.

  

  Business Response

  Date: 04/17/2023

  ******************
  This letter is in response to the complaint filed with your office by Mr. ****** *****, received on April 11, 2023. Mr. ***** expressed concern with the demeanor of the Special Investigation Unit Associate and felt that he may have been discriminated against due to his age. Mr. ***** stated that he chose to withdraw the claim due to his experience. Nationwide has rescinded his insurance policy, and Mr. ***** explained that he has had difficulties obtaining coverage through other insurance carriers. We appreciate the opportunity to review Mr. ******* complaint and would like to address his concerns.

  
  On March 28, 2023, a claim was filed under Mr. ******* personal homeowner’s insurance policy with Nationwide General Insurance Company, hereby known as Nationwide, for a loss that occurred on January 18, 2023. Ms. ******* reported that a theft had occurred at the residence.

  
  A Nationwide Claims Associate spoke with Mr. ***** and conducted a recorded statement on March 29, 2023. In the statement, Mr. ***** indicated that the theft resulted in the loss of five unused Apple iPhones. He indicated that the phones were not used for business purposes.

  
  The claim was referred to our Special Investigation Unit due to concerns regarding the details of the loss. The Special Investigation Unit investigation contacted Mr. ***** and conducted a recorded statement. In the statement, it was determined that the Apple iPhones were purchased for business purposes, this did not correlate with Mr. ******* earlier statement. Mr. ***** also reported that he had contacted the police department to report the theft.

  
  The Investigator provided Mr. ***** an opportunity to support his loss. On March 29, 2023, Nationwide requested details from ******* regarding the remedies afforded under their agreement, a copy of the policy report number, a copy of the phone records regarding the request for service from the police department, contact information for ******* ****, and his landlord.

  
  After the interaction with the Special Investigation Unit department, Mr. ***** advised the Claims Associate that he did not wish to pursue the claim. A letter reiterating the decision was sent to Mr. ***** on March 30, 2023.

  
  Based on the conclusions of the investigation, Nationwide determined that Mr. ***** misrepresented, concealed, and/or omitted material facts that were sought from him in the presentation of the claim. Specifically, Mr. ***** did not initially disclose the facts surrounding the purchase and use of the iPhones. Our investigation found that the phones were purchased by his business to be used for the business. Further, he indicated he contacted the police department and requested that they conduct a burglary investigation. Our Special Investigations Unit contacted the police department who indicated they had no record of Mr. ******* call for assistance. Accordingly, Nationwide sent Mr. ***** a notice of cancellation on April 3, 2023, indicating that his coverage would be terminated effective May 12, 2023.

  
  We understand that claims investigations can result in stress and frustration, Nationwide completed a thorough and complete investigation. We regret that Mr. ***** had issues with the investigation and the demeanor of the associate. Nationwide is committed to our legacy of valuing all people. We strive to demonstrate that commitment by providing all customers with a positive customer experience. If you require further assistance, please contact ********* ******, at ###-###-#### or by email at **********************

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

  Compliance Specialist Customer and Regulatory Solutions

   

  Customer Answer

  Date: 04/20/2023

  The Investigator was abusive and tried to confuse me over and over, that was his tactic. I did not state anything other than I would contact the police and file a report, however I did contact them early in January and they did not send an officer as indicated. The Investigator kept asking this question over and over, I told him I was not going to change my answer no matter how much he insisted.  This guy wanted to contact my employer, for what purpose I don't know she is 93 years old and has nothing to do with the claim.  He also wanted to speak to a roommate who was not home at the time and would have had no information, if I had continued with the claim he could have contacted the roommate.  I purchased the phones as personal gifts originally for my kids and spouses. However it did not work out like that, because 5 other phones were also purchase that I did not authorize to be purchased and were never received by me which I was working with Verizon on credits because they were lost. While I did buy the phones through my business account this investigator said I lied about it, I did not, he was badgering me over and over. He told me I filed false claims on a Quiznos I owned 10 years before and I never filed any claims false or otherwise, this guy was completely abusive and from the response by Nationwide they don't feel his abusive manner was inappropriate, he did what he was suppose to do, deny the claim. This man was doing this because  I am older and he easily confused me with his manner.  I don't expect anything from this company, but this investigator has filed something that is keeping me from obtaining insurance, and what he says is only his opinion not fact and he should not be allowed to treat me this way or interfere in my obtaining other insurance. I am not surprised by the response by the company because any company who would allow such behavior it speaks to the culture at this company.  Behavior starts at the top, if the top has no problem with his  behavior someone should look into this company, I was discriminated against and as such this discrimination is protected by law and I will pursue other avenues to make this known. This company is in violation of my civil rights.

   Regards,

  
  
  
  ****** *****

• Initial Complaint

  Date:04/10/2023

  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.

  In September 2022 I added a vehicle to my Nationwide auto insurance policy and the quote that I received via my agent for the new policy monthly premium was $268 however I was charged $340 in October and November 2022. After a lot of back and forth with Nationwide they refused to honor the quoted price, and so I decided to terminate the policy with Nationwide effective December 22, 2022. Since the policy terms were to pay the monthly premium at the beginning of each month, I was expecting some refund for the remaining of December 2022 only to get surprised that Nationwide is asking me to pay extra $87. Soon after that I was contacted by a debt collecting agency associated with Nationwide Insurance that for least I can describe as unprofessional and unqualified which declined my attempt to even dispute the charge.

  

  Business Response

  Date: 04/17/2023

  ***************
  We are in receipt of your correspondence dated April 11, 2023, regarding the above-noted file for **** ******** regarding a personal Auto policy with Nationwide Insurance Company of America (hereinafter, the “Company”). We appreciate the opportunity to review and address his concerns.

  
  Our Company’s last direct contact with Mr. ******** was on August 22, 2022, when we provided him with his agent’s phone number. Then, effective August 23, 2022, Mr. ******** added a 2020 Toyota Avalon to his Auto policy via his local independent agent. This had a pro-rated premium increase of $2,019.93. That amount was spread over the remaining nine months left to bill in his policy term starting October 1, 2022, and had an approximate minimum due of $340 for both insured vehicles.
  To clarify, while coverage was provided to the newly added vehicle from August 23, 2022, to October 1, 2022, premium was not collected for that vehicle during that time. The premium for that time would be collected in future installments. This caused Mr. ******** to ultimately have a balance due after the cancellation was processed. Enclosed is a billing breakdown for your convenience.

  
  Upon review, we’ve determined that the policy premiums charged are accurate based on our rating plan which we are unable to deviate away from. After the policy was canceled at Mr. ********’s request effective December 22, 2022, an unpaid balance of $87.86 was due for unpaid coverage provided under the policy contract up to the requested cancellation date. On or about December 28, 2022, our Company generated a final bill to Mr. ******** which was left unpaid. We followed up in January with a collection letter and our collections vendor, ****** ********** ******** (***), contacted Mr. ******** to obtain the payment of $87.86 due to our Company for coverage. We thank Mr. ******** for his payment.

  
  In closing, we apologize if there were any miscommunication or incorrect expectations set by the local independent agency. Our Company is unable to speak for any actions as it relates to another third-party business or their employees such as ***. Respectfully, our findings of this investigation conclude that there are no refunds due back to Mr. ********.

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

  Sincerely,
  
  ***** ******
  Specialist, Customer & Regulatory Solutions
  ****

  Customer Answer

  Date: 04/22/2023

  The clarification provided in the response that the pro-rated premium increase spread over the remaining billing cycle was the reason why the cancellation resulted in due balance must have been clarified in the policy declarations provided when adding the new vehicle. This was not indicated in any clear manner in the policy declarations. Also, the attached installments breakdown schedule was never provided to me or made available to me. This response is completely not acceptable. Also to clarify, when you say "coverage was provided to the newly added vehicle from August 23, 2022, to October 1, 2022, premium was not collected for that vehicle during that time" that is YOUR problem not mine. 
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:04/05/2023

  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.

  On February 1st 2023, my vehicle was damaged during a repair caused by ***** **** * ****. They turned it over to their insurance company, Nationwide. The evidence clearly shows Dobbs negligence was the direct and proximate cause of the damages.
  The vehicle now has a documented vehicle history of being damaged and therefore has a lower resale value.

  
  I have spoken with Art Alston from Nationwide who claims my vehicle does not have a diminished value due to the fact that it was a mechanical repair. He claims that mechanical repairs do not diminish the value of a vehicle. It is my understanding based on conversations with Glendale Jeep Dealership that the value is dimished and they will pay less for the sale of my auto based on the repair.

  
  I hereby request reimbursement for my vehicle’s diminished value. I am reasonable and want nothing more than to be indemnified for my loss.
  My claim should be easy to resolve and I look forward to a prompt resolution. I genuinely hope that we can resolve this matter promptly and look forward to your response.
  

  

  Business Response

  Date: 04/11/2023

  ***************
  This letter is in response to the inquiry filed with your office by the complainant, *******
  ******. We appreciate the opportunity to review the complaint and would like to address
  his concerns.

  This loss is reported to have occurred on February 1, 2023, for damage caused to the
  complainant, ******* ******’s vehicle. Based on our investigation, the damage was
  caused to Mr. ******’s engine while our insured was in the process of performing service
  maintenance on the vehicle. Our insured was found to be responsible for replacing the
  engine in the claimant’s vehicle.

  
  Once Mr. ******’s engine replacement was completed, he submitted a claim for the
  diminution of value of his vehicle. The evaluation takes into consideration the age, mileage,
  equipment, condition, any prior losses, and severity of damage to the vehicle. Based on
  our evaluation, we determined Mr. ******’s vehicle has not sustained any diminished
  value.

  
  We understand this resolution is not what Mr. ****** hoped for in this situation. If he is able
  to provide us with additional documentation that might change our decision, he can forward
  it immediately for review and consideration.

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

  
  Sincerely,

  
  *** ****
  Claims Compliance Specialist, Customer and Regulatory Solutions
  Office of Customer Relations | *** ********** ****** ******** * ********* ** **********

  Customer Answer

  Date: 04/11/2023

  they are not being truthful.  I have obtained two estimates from reputable companies that show my vehicle has depreciated in value based on the year, make, model and milage.  I obtained two estimates to see what the depreciation would be with or without any previous cosmetic work.  The estimate based on the hail damage and front camera work that I had done on my vehicle was $2000-$$2500 in dimished value for the recent engine replacement.  If there had been no previous damage, the dimished value would be over $5000.  At minimum, Nationwide owes me $2000.  However they previously told me that cosmetic value does not diminish the value of a vehicle.  So according to their standards, they owe me $5000.  
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 04/18/2023

  ***************
  This letter is in response to follow-up correspondence received on April 11, 2023.
  After careful review of the documentation presented by ******* ******, our decision
  remains unchanged. Mr. ******’s engine had 87,677 miles when the damage occurred,
  and was replaced with a new engine. As noted in our letter dated April 10, 2023, an
  evaluation for diminished value takes into consideration the age, mileage, equipment,
  condition, any prior losses, and severity of damage to the vehicle. Based on our
  evaluation of the claimant vehicle for this claim, we have determined Mr. ******’s vehicle
  has not sustained any diminished value. As such, we are upholding the original claims
  decision expressed in our letter to him on March 31, 2023.

  
  We understand this resolution is not what Mr. ****** hoped for in this situation. If he is
  able to provide us with any documentation not previously submitted that might change our
  decision, he can forward it immediately for review and consideration. Otherwise,
  Nationwide has responded in full to his complaint and we consider this matter closed.

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

  
  Sincerely,
  
  *** ****
  Claims Compliance Specialist, Customer and Regulatory Solutions
  Office

  Customer Answer

  Date: 04/18/2023

  two of the leading experts in determining diminished value have determined that there is diminished value on my vehicle.  How can you justify there is not?  Where is your proof that there is no dimished value?  I have provided two qoutes to prove diminished value .
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/30/2023

  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.

  On Friday, January 24 I called my homeowners insurance to file a claim because due to the severe weather of flooding, our basement flooded. We have bought extra flood insurance on top of our homeowners insurance to ensure that if we had a flood in the basement due to our sump pump, it would be taken care of. The adjuster refused to even come out and assess the situation. She just immediately said that it was not covered under our insurance. I don’t understand how this can be since it clearly states it’s for sump pump, insurance and flooding of basement. The reason it flooded was the sump pump couldn’t keep up with the amount of rain that fell. The adjuster was rude and would never call us back she would make promises that she was going to talk to her supervisor and call us back. She never did not one single time we had to always call to get a hold of her. She was very rude and unprofessional , we are consulting an attorney on this matter as it was not handled properly. I have the insurance documentation that states that we have the extra flood insurance that up to $7500 to have for damages. There is damage to our wall and our carpet and we can’t even get help through the insurance that we pay and we are never late. We have always paid on time.

  

  Business Response

  Date: 04/11/2023

  ********************
  
  We are in receipt of
  your correspondence dated March 30, 2023, regarding the matter as presented by
  our insured, Mr. ***** *****. We appreciate the opportunity to respond.
  
  Mr. ***** filed a claim
  for water damage to his basement due to ground water entering in through an
  egress door, leading to his basement. He stated when it rains too hard, the
  water pools in this area and cannot drain fast enough; therefore, it enters his
  basement. Mr. ***** believes his Limited Water Back-Up and Sump Discharge or
  Overflow Coverage should apply to this loss and his damages covered.
  
  After reviewing the
  additional information presented by the insured, the claims team has agreed to
  inspect the insured’s home to determine if coverage can apply. An independent
  adjuster was hired and has attempted three times to reach Mr. ***** to set a
  date and time to inspect his home. Once the inspection is complete, the claims
  team will review the information to determine if coverage can apply.
  
  If you require further
  assistance, please contact ******* ******, at ###-###-#### or by email at **********************
  
  Sincerely,
  
  *** *******
  Claims Compliance Specialist
  Customer and Regulatory
  Solutions

• Initial Complaint

  Date:03/20/2023

  Type:Order 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 pet insurance has misled me in their policy when I had applied. On March 10 & 11, 2023, I had taken my pet Dog (German Shepherd) in to see an Ophthalmologist for services and to ***** the next day to see veterinary for my pet updated vaccination shots. Nevertheless, I was under the impression, I was going to be reimbursed for services in which I had paid to the Providers for my pet....Later when I had contacted Nationwide regarding the status of my reimbursement. The Representative had informed me that my pet is not covered because he had a pre-condition that's does not cover in the policy. Why was this not brought to my attention before the policy started??? Nationwide had to request my pet service treatment records before the policy started and they were aware of everything from my pet veterinary. I'm requesting a full refund & $788.08 in which I had already paid to the Providers. I believe I was misled. I'm opening to working with Nationwide pet insurance to resolve this matter in good faith. Nationwide has proof of all the receipts from the Providers. Please see attached receipts of the last payment to the Provider.
  
  Thanks,
  ** ***** ******

  

  Business Response

  Date: 04/14/2023

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

  
  We are in receipt of your correspondence dated March 20, 2023 regarding the above
  referenced complaint. In his complaint, Mr. ****** is requesting coverage of $788.08 in claims.
  Mr. ****** applied for the Whole Pet Plan with a $250.00 annual deductible on March 23, 2022
  for his dog Pal. Medical records were reviewed at enrollment and the policy was approved with
  the following pre-existing conditions:

  
  • Sudden acquired retinal degeneration syndrome (diagnosis code 2135)
  • Otitis externa (diagnosis code 2305)

  
  Please note that a letter was sent to the insured on March 23, 2022 advising that a medical
  record review was being initiated. Once the review was completed, a letter was sent to the
  insured advising the pre-existing conditions noted to the policy on April 6, 2022. The policy went
  into effect on April 19, 2022.

  
  Claim 2*********226 was received on March 10, 2023 for the treatment of retinal
  degeneration and cataracts (claimed amount $480.00). The claim was processed on March 12,
  2023 without reimbursement due to the pre-existing condition noted to the policy.

  
  Claim 2*********705 was received on March 20, 2023 with routine care services indicated on
  the claim form (claimed amount $208.08). The claim was processed on March 21, 2023 without
  reimbursement since no itemized invoice was received with the claim.

  
  Based on a dispute received by Mr. ******, a review of pre-existing conditions was completed
  on April 11, 2023. The pre-existing condition of Otitis externa as removed from the policy
  
  effective April 19, 2022. Sudden acquired retinal degeneration syndrome remained noted as a
  pre-existing condition on the policy. Please see below for a timeline of treatment:
  • October 20, 2021: Evaluated at ***** for vaccines. Eyes noted abnormal on physical
  exam. Veterinarian assessed possible pannus or sudden acquired retinal degeneration
  syndrome.
  • October 31, 2021: Evaluated at ****** **** ****** ** ********** to check eyes (reported
  possibly losing vision) and ears (reported to be scratching at ears). Veterinarian
  indicated suspected “acute retinal degeneration.” Recommended consutation with an
  eye specialist and treated for ear infection.
  • March 23, 2022: Application date
  • April 19, 2022: Policy effective date.
  o Approved with pre-existing conditions.
  • March 10, 2023: Evaluated at ****** *** *********** and diagnosed with advanced
  retinal degeneration and cataracts.Veterinarian noted that the cataracts are the most
  likely cause of the retinal disease and cataract surgery would not help with vision.
  Submitted for coverage under claim 2*********226.

  
  No changes to claim 2*********226 were necessary. As outlined in the Whole Pet with
  Wellness Plan, Section 7, What We Do Not Cover – Exclusions:
  A. We will not pay for diagnosis or treatment of any pre-existing condition.
  As outlined in Section 2, Definitions:
  N. Pre-existing condition means any condition that began or was contracted, manifested
  or incurred up to twelve (12) months of the effective date of this policy or during any
  waiting period, whether or not the condition was discovered, diagnosed or treated. A
  chronic condition is a pre-existing condition unless it began after the effective date of
  this policy.
  Claim ************* was reprocessed on April 13, 2023 with information received from Pal’s
  provider. No reimbursement was issued since routine care services are not covered by the plan.
  Please note that a total of $688.08 in expenses were claimed under the submissions received.

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

  
  Sincerely,
  ******* ******
  Claims Director
  Enclosure(s)
  

  Customer Answer

  Date: 04/17/2023

  ***************The letter dated on April 14, 2023, gave clear evidence of what had happened. Again, Nationwide pet insurance has misled me in their policy. I'm requesting a full refund. 
  
  
  
  Regards,
  
  
  
  ** ***** ******

  Customer Answer

  Date: 04/17/2023

  **************
  Good afternoon, Ms. ********* **********:
  
  I hope this email finds you well. I have attached Pal Whole April 6, 2022 to April 18, 2023. Pal pet insurance policies were set to renew on April 19, 2023. Unfortunately, I had to cancel Nationwide Pet Insurance due to false advertisement. 
  
  Please confirm receipt of this email.
  
  Thanks,
  ** ***** ******