Complaints
This profile includes complaints for Nationwide's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 194 total complaints in the last 3 years.
- 37 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Thursday March 2,2023 I received an email from ***** (contact # ********) with Nationwide Insurance Service Alliance *** ****** ****, on behalf of ******** **** ********, where in the email *** is cited as being my agent. (Emails are retained). Currently, I am the only driver in my household and am insured as such. During my initial return phone call, ***** asserted that the automobile insurance for my 2020 Ford Escape Hybrid (Policy # ***** ******), which I've had since July 2021, would have to be amended. On or before my renewal date of July 26,2023, team ***** said I must either add non-household/family members to my policy, because we share a common address (albeit with separate apartments) or said addressees need to be listed on my policy with an "excluded driver" status. My landlord **** ****** ###-###-#### phoned **************** on Monday to verify that I do live in a separate unit. My downstairs neighbor, ***** ****** ###-###-#### also submitted copies of auto insurance to *****, for all of her household members and also has corresponded clearly about our separate households and vehicles, via phone and email. (Records maintained) I want to keep my insurance as is and in no way want to be forced to be responsible for my neighbor or anyone else not cited specifically by me for my policy.
Business Response
Date: 03/13/2023
We received the inquiry
from ***** ******** regarding her auto policy with Nationwide Insurance Company
(“the Company”). She expressed concern
regarding the request to exclude potential drivers who live at the same address
as Ms. ********.
Nationwide requires
that all license household members be rated or excluded on the policy. We partner with a vendor who reports newly
licensed drivers. This vendor identifies
when a new drivers license is issued with the same address as our insured. ***** ******** daughter (******* *******) was
issued a new license on 12-01-22. Per
Ms. ********, Ms. ****** and Ms. ******** live at the same address. The home has two separate apartments, but
they share the same mailing address. As
the assessor information shows this home as a single-family home, Nationwide
was unable to confirm the existence of two separate apartments.
On 03-10-23, Nationwide
Services was able to contact Ms. ********’s landlord who confirmed that this
home has two separate apartments sharing the same address, and Ms. ******** and
Ms. ****** do not reside in the same household. With this information, Nationwide will no longer require Ms. ****** or
her daughter to be listed or excluded on the policy. The policy will be renewed with only Ms.
******** as a driver. Services has
contacted the insured to advise of the update.
We appreciate the
opportunity to provide information on Ms. ********’s policy. If you require further assistance, please
contact ******* ******, at ###-###-#### or by email at **********************
Sincerely,
**** *******
**** *******
Personal
Lines Compliance Consultant
Customer
and Regulatory Solutions
**********************
###-###-####Customer Answer
Date: 03/14/2023
I accept the business's response to resolve this complaint.
Regards,
***** ********Initial Complaint
Date:03/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cannot believe how long it is taking to review my claims. I have submitted 4 separate claims starting in Mid-January and not one has been resolved. I submitted ALL the requested documents (several times because they claimed they did not receive them) and the time frame for review keeps changing. First, 5-7 days, then up to 30 days, then 30-60 days. When I call, they are not helpful and provide no update except "its pending". Their website is often down so I can't even check the status of my claim. I wish I had read the other BBB reviews before enrolling my pet with Nationwide.Business Response
Date: 03/14/2023
***********
We are in receipt of your correspondence dated March 10, 2023, regarding the above referenced complaint. In her complaint, **** ********** is requesting the completion of her review and resolution of her claims. The named insured on the policy is **** **********.
Ms. ********** applied for the My Pet Protection Plan with a $250.00 annual deductible on August 15, 2022, for her dog ***. The policy was approved with an effective date of September 1, 2022.
We received claims ************* and ************* on January 13, 2023, for treatment and diagnostics related to neurological symptoms. Medical records were requested to verify eligibility of both claims on January 15, 2023.
Medical records were received on January 16 and February 21, 2023. A review was completed on March 10, 2023. Please see below for a summary of claim reprocessing:
? Claim *************: Reprocessed as eligible on March 13, 2023, with a $216.29 reimbursement issued after the deductible was applied.
? Claim *************: Reprocessed as eligible on March 13, 2023, with a $2118.49 reimbursement issued.
? Claim *************: Received on January 26, 2023, for the treatment of pneumonia. Processed as eligible on March 13, 2023, with a $2169.77
reimbursement issued.
? Claim *************: Received on February 21, 2023, for euthanasia due to a brain tumor. Processed as eligible on March 13, 2023, with a $587.50
reimbursement issued.
We extend our sincere condolences to Ms. ********** on the loss of ***. All claims have been resolved and reimbursed. If you require further assistance, please contact Dawn **** at ***-******** or by email at ********************.
Sincerely,
******* ******
Claims Director
Customer Answer
Date: 03/14/2023
I accept the business's response to resolve this complaint.
Regards,
**** **********Initial Complaint
Date:03/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up for Nationwide Pet insurance when we got our puppy almost 3 years ago. Our policy was approved and instated 10/14/2020. Fortunately, we have not had to access our pet insurance until just recently.
Upon reaching out to review our policy coverage ahead of having to make some very difficult decisions regarding our pup, I was informed our plan had lapsed (completely unbeknownst to me). Rarely would a customer reference their insurance plan coverage ahead of needing it. And rarely does an insurance company not auto-renew without explicit instruction from the customer.
On 3/3, upon request to speak to a supervisor and explain the circumstances, I was told I could back pay from when my policy lapsed to be current in coverage. I was willing to do so, but then she retracted that offer stating my policy had lapsed too long ago, 10/22/2021.
I have been told by Nationwide, because I paid annually in full (which benefits them, mind you), rather than monthly, they do not auto renew. I have reviewed the hardcopy documents which they sent me upon my policy approval, to my address, which has not changed since then, and nowhere do I see anything about this not being auto-renew, as every other insurance policy I have ever dealt with is.
What I do see, is that for ME to have cancelled my policy, I would have been required to notify them by 1) returning the initial policy, 2) written notice by mail, fax or email, or 3) verbally to them- so they clearly honor email and phone communication. They claim to have sent a renewal request via USPS mail alerting me to renewal requirements, but I never received. Though I did receive the hard copy policy documents when I initially signed up, so clearly they have toe correct address and I am able to receive mail.
Due to my lack of response to their USPS mail notification, they dropped our coverage. There was no email, no phone call, even though they have both of those contacts, neither of which have changed since I signed up. A follow up phone call should have been made, particularly in the thick of a pandemic that altered USPS processes and timelines, as well as had most of the world quarantining our mail for fear that the Covid virus could be spread by surfaces.
They have my phone number & email but did not use either to let me know my plan required renewal. In addition, my email inbox is FULL of nearly monthly marketing emails from Nationwide Pet, addressed to and personalized using my dogs name, which certainly would lead anyone to believe they are still in the system and under coverage. Not one of those emails mentions my coverage lapsing.
Despite multiple phone calls, Nationwide has essentially said “sorry” and that there is nothing they can or will do.
Contrary to their catchy slogan, Nationwide is NOT on your side and all at the detriment of my poor pet. Not everyone gets pet insurance, and a circumstance like the one I find myself in with my pet, typically is a tough lesson to learn.On the contrary, I DID have pet insurance, and was under the impression, due to no defining communication from Nationwide Pet stating otherwise, that my pet was STILL covered under said policy.
Business Response
Date: 03/30/2023
We are in receipt of your follow-up correspondence
dated March 27, 2023, regarding the above-noted complaint.Ms. ******** had the Major Medical Plan with a
$250.00 annual deductible for her dog ****.
Please be advised that Ms. ******** was
previously contacted via email regarding her request to reinstate her pet’s
policy on March 16, 2023, as a result of her complaint. The insured was advised
that the policy lapsed effective October 14, 2021, due to non-payment of
premium. The policy was set up for annual full pay, which requires the insured
to initiate payment at each renewal. Due to the length of time since the policy
lapsed, we cannot honor the request to reinstate it. Ms. ******** was also
advised that notices were sent in advance of the scheduled renewal in 2021.If you require further assistance, please
contact our Customer Relations Coordinator, ****** ********* at ###-###-####
or by email at **********************.
Sincerely,
******* ********
Member Care DirectorCustomer Answer
Date: 03/31/2023
Nationwide is taking no responsibility for their part in the lapse of insurance coverage. Nowhere in my ‘welcome materials’, both emailed AND mailed to me, i might add, at the time of my insurance coverage beginning, does it make clear that I would have to initiate renewal of coverage. This is outside of typical based on my experience with ANY other insurance I have been covered by: health, auto, homeowners, dental. Nationwide incentivizes customers to pay in full annually by saving a processing fee, but does not note, let alone make clear, that it will expire. IWas allegedly sent a renewal request by mail, however did not receive it. Every other mode of communication throughout my policy coverage, by Nationwide, was by email. To then rely on regular mail, for the most critical of their communication, not even certified mail with which they could have at least insured it was delivered correctly, is ineffective and inadequate. Nationwide had my email & phone number, neither of which they used in this most important communication.
Regards,
******* ********Initial Complaint
Date:02/27/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
in August 2022 I sought new house insurance because my present house insurance was skyrocketing with no claims in 21 years of residency. I never received a mailed policy NOR a phone call that my policy with nationwide wasn't being paid, to which some 100 days later I was turned over to a debt collection agency (credit collection services of ******* *** Nationwide's claim is for $464.52. This could have been easily resolved had I known a bill wasn't being paid by my mortgage company ******** ****************** ** ******** *** *****Business Response
Date: 03/07/2023
This letter is in
response to the inquiry received from ***** ****** regarding a personal Homeowners
policy with Nationwide Mutual Insurance Company (hereinafter, the “Company”).
We appreciate the opportunity to review and respond to your inquiry.
On August 18, 2022, a
Homeowners policy was bound for Mr. ****** effective September 1, 2022. The
full premium amount was billed on August 22, 2022, to ******** ********* ******* ****** ***** and was due Sept ember 1, 2022. A signed application was also returned to our Company on Aug ember 1, 2022. A signed application was
also returned to our Company on August 24, 2022.
When payment was not
received from the mortgage company within the allotted grace period, our
Company mailed a Notice of Cancellation to Mr. ****** on November 1, 2022. This
Notice stated that full payment in the amount of $1,842.62 had not been
received and that if payment did not reach our Company on or before December 1,
2022, the policy would cancel for non-payment of premium effective December 2,
2022. Additionally, we emailed Mr. ****** at ******************* on November 1, 2022, advising of the late
payment. The payment was never received and the policy cancellation for
non-payment of premium was processed as forewarned.
Suppose Mr. ****** can
provide proof of other coverage from September 1st through December
1, 2022, along with a signed request to cancel the policy effective September
1, 2022. In that case, our Company agrees to backdate the cancellation of this
policy and remove the collection balance accordingly. The exact amount of reduction
to the collections balance is directly dependent on the effective date of the
cancellation supported by valid proof of other coverage that was still in place
at that time. Respectfully, if there was no other coverage in place at that
time, or the coverage was only partially in place for a period of time at
another carrier, we may not be able to backdate the cancellation and remove the
balance in its entirety. Mr. ****** may contact us at ###-###-#### to remedy this
issue further.
If you require further
assistance, please contact ******* ******, at ###-###-#### or by email at **********************
Sincerely,
***** ******
Specialist;
Customer & Regulatory SolutionsCustomer Answer
Date: 03/12/2023
I accept the business's response to resolve this complaint.
Regards,
***** ******Initial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2/18/23 at 10:30 pm I contacted nationwide for roadside assistance. I was sent to their roadside partners to arrange tow. I get informed truck has been assigned. I check the app it gives eta 90-120 minutes. That time passes I get text from nationwide asking if truck arrived I reply no . I get a call checking on truck arrival and the person said they will try to reach company. More time passes by get another call from company they asked if truck came I said no they said they can’t reply . I start an online chat with nation wide rep they said it’s coming . 3 hours go by before get another call asking if truck has arrived I said no the rep said will order different company . The rep stated drives said he will be there in 40 minutes. Hour goes by no truck I get text from nationwide asking if truck arrived I stated no . The rep calls back says they can’t reach truck company they won’t pick up the phone . It’s about 3:00 am now I chat online with about ordering another truck the rep just ignored me and didn’t reply . I get a call about 4:00 am they will send another truck . Around 8 am I get another call rep said they have a truck and they will order 2 to make sure one arrives. Truck arrived around 9:30AM . It took almost 12 hours to get a truck the weather was nice and I live in a populated area so I don’t understand why I couldn’t get 1 truck . I’m lucky it wasn’t my daughter stuck for almost 12 hours waiting for a truck . The app gives incorrect information, there’s no accountability between nationwide and it’s partners . The follow up process is way to slow and ineffective.Business Response
Date: 03/21/2023
*****************
This roadside event occurred on 02/18/2023, and a case was created through the IVR for a towing service to our vendor ***** ***** ******* ***** ****. The job was accepted and the service provider who accepted the job did not arrive at the time given, so the ETA was extended to 15 minutes for the agent to follow-up with the service provider. The case was escalated to ***** ******* * leadership and the agent contacted the insured advising the case would be reassign. The job was reassigned and the new service provider did not arrive at the time given and the ETA was extended and the job was once again reassigned. The job was assigned to a fourth service provider and that service provider completed the job. It took over 12.5 hours for the job to be completed due to the service providers accepting the job and not arriving at the time given.
The ***** network service providers did not properly communicate with ***** regarding any delays or cancellations of the service event. These details will be forwarded to the ***** ******* ********** team to ensure proper handling and to provide coaching to the service providers involved.
An ***** representative did speak with the insured about this experience. The insured expressed his concerns regarding the delays. He stated he was safe at home and not with the vehicle and his concerns were what if he was with the vehicle. He stated the roadside mobile app was not providing any accurate updates and he wishes in the near future the mobile app will provide more details regarding the service provider location during the process. ***** apologized to him for any stress or frustrations he endured on their behalf. ***** stated that the quality of service he received was unacceptable and not the service they strive to provide. ***** informed him his roadside event would be addressed with the appropriate department to mitigate it from happening in the near future. He thanked the ***** agent for reaching out to him and addressing his concerns and he had no further concerns at this time.
Timeline CST:
· Pickup Location :**** ***** ***** *********** ** *****
· Drop Off location :*** **** ** *********TO **** **** ********* ***** *********** ** *****
02/18/2023
· 12:23 AM- Case created through the IVR for a towing service.
· 12:23 AM- A service confirmation text delivered.
· 12:35 AM- ****** ****** * ******** accepted the job, 90 minute eta, eta text delivered.
· 2:40 AM- Onsite text delivered. Customer confirmed the service provider was not onsite. · 2:42 AM- Agent contacted the insured and advised the service provider and was unsuccessful with reaching the company and asked if he wanted to wait a few minutes or have the job reassigned. The insured advised he would wait a few minutes.
· 3:12 AM- Eta extended 15 minutes.
· 3:26 AM- ******* 4 agent followed up with the insured and advised he was unable to reach the service provider and advised he would reassign the job and provide an update once the service was secured.
· 3:39 AM- Reassign text delivered.
· 3:39 AM- Auto assigning.
· 3:40 AM- Agent assigned for manual dispatch.
· 3:46 AM- **** **** ****** accepted the job, 40 minute eta, eta text delivered. · 3:47 AM- Agent contacted the insured and advised him of the eta.
· 5:02 AM- Onsite text delivered. No response.
· 5:07 AM- Follow onsite text delivered. No response. Partner not onsite text delivered. · 6:48 AM- ******* * agent contacted the insured and asked if the vehicle had been picked up and the insured advised they had not picked up the vehicle.The agent advised he would reassign the job.
· 8:19 AM- Agent cancelled the job and reassigned the job.
· 8:19 AM- Auto assigning.
· 8:19 AM- Agent assigned for manual dispatch.
· 8:42 AM- *** **** ****** accepted the job, 100 minute eta, eta text delivered. · 10:49 AM- The insured called in for an update. The agent attempted to reach the service provider and was successful with reaching the provider. The agent updated the insured and he expressed his concerns regarding the delay and the agent attempted to reach the provider and they extended the eta for 25 minutes. The agent updated the insured and advised teh driver was 25 minutes away and she would follow up in 25 minutes. · 11:32 AM- A new case was created due to the service provider had not arrived. Agent manual dispatch
· 11:34 AM- ****** ****** * ******** accepted the job. 30 minute eta, eta text delivered.
· 11:58 AM- Agent confirmed the service provider had arrived at the location. · 1:00 PM- The job was completed and the agent contacted the insured and he confirmed the job was completed.
If you require further assistance, please contact ******* ****, at ###-###-#### or by email at **********************
Sincerely,
**** *******
Consultant, Material Damage Claims
Customer Answer
Date: 03/22/2023
It took weeks for a response from nationwide when I requested for someone to contact me about the issue . The response letter simply is just a pass the buck wipe my hand clean from the issue wasn’t my fault . Nationwide needs to take more accountability for allowing their customers to be mistreated by their contracted company. Nationwide offered nothing to try to make amends for this incident. I did not even hear from the other company until couple days after I submitted complaint with BBB
Regards,
***** *******Initial Complaint
Date:02/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Filed a claim against this business for its insured they have no witnesses and no defense to the claim but want to pay me less than what the insured owes me and they refuse to have any conversation about itBusiness Response
Date: 03/01/2023
*******************
Dear ********* **********:
We are in receipt of your correspondence dated February 28, 2023, regarding the above-noted file for ***** *****. We appreciate the opportunity to review and address his concerns.
Mr. *****’s complaint with the BBB indicates that Nationwide refuses to pay him less than the amount he is owed and that Nationwide also refuses to have a conversation about his settlement. The concerns he mentions have already been discussed with Mr. ***** throughout the duration of the claim, upon receipt of his complaint to Nationwide’s Office of Customer Relations, and upon receipt of his complaint to the Oregon Department of Insurance.
Nationwide spoke with Mr. ***** regarding his settlement on six different occasions between February 10, 2023, and February 26, 2023. We apologize if this was not sufficient communication for him. Payment for damages to his vehicle was issued on February 15, 2023, after Nationwide’s liability investigation was completed. As Mr. ***** mentions, there were no witnesses to the loss, and liability had to be determined before coverage could be afforded by our Insured’s policy.
Additionally, a copy of Mr. *****’s small claims suit was not received until February 24, 2023. Upon receipt of the necessary documents, Nationwide issued additional payment on February 24, 2023, for the remainder of Mr. *****’s claim.
If you require further assistance, please contact our Customer Relations Coordinator, ****** *********, direct at ###-###-#### or by email at ***********************
Sincerely,
******** ******
Commercial Claims Compliance Specialist
Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I canceled both my Auto policy and Homeowners policy 12/23/22 with Nationwide Insurance. Policy number ************. The last payment to them for insurance on both was made 12/19/22, $47.58 for auto and $222.73 for the homeowners. On 1/23/23 I received a refund of $36.20 for the auto and nothing for the homeowners. I have called them in January asking for the refund on the homeowners and again today 2/09/23 and both times have been told me that they have some sort of problem in the system and therefore can't give me the refund and that they are working on it and that they don't know how long it will take to get the problem fixed. So why can't they just send me a check in the mail? They offered that and I did not decline that offer. So as of today I still have not received a check or a electronic refund to my checking account.Business Response
Date: 02/24/2023
***************
Dear ********* **********:
This
letter is in response to the inquiry received from ***** ****** regarding a personal Homeowner policy with Nationwide Property & Casualty
Insurance Company (hereinafter, the “Company”). We appreciate the opportunity
to review and respond to your inquiry.
Ms. ****** canceled her
Homeowners policy effective December 23, 2022. After processing the
cancellation, a pro-rated credit in the amount of $191.44 was applied to her
Homeowners’ billing account for refund processing. (Her Auto policy was on a
separate billing account and promptly refunded $36.20 on December 29, 2022.) Unfortunately,
an isolated incident related to her Homeowners’ billing account was preventing the
pro-rated credit from issuing to Ms. ******.
Our teams submitted a
request to our I.T. teams to investigate what prevented the credit from
automatically refunding. While our teams are still investigating the technical
cause for this issue solely related to her billing account, our Company has
manually refunded Ms. ****** $194.13, including interest from December 23, 2022,
to February 25, 2023. This refund, Check No.: *********, is being sent via
overnight mail with FedEx, tracking #: ************* Once received by FedEx,
the refund should be received by Ms. ****** within 48 hours. We sincerely apologize
for the delay but are happy to confirm that the refund has been generated.
If you require further assistance, please
contact our Customer Relations Coordinator, ****** ********, at ###-###-####
or by email at **********************.
Sincerely,
***** ******
Specialist;
Customer & Regulatory SolutionsInitial Complaint
Date:02/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a claim and got a call asking for more information in which over the phone I submitted (I was having issues with the file size but the agent helped me upload it. I never got a claim number and was told to contact you guys and was told my claim would be finalized in 5-7 days. It has been weeks now. Please finalize my claim and send me an electronic payment if possible. I am not sure how this works.
Claim for: ******* ********** Last updated: 1 Feb 2023 (CST)
Claim incident summary:
Cancelled trip prior to leaving due to illness
United States
1 Feb 2023
Claim status: Submitted
Policy number: *************Business Response
Date: 02/16/2023
************************
Thank you for your correspondence regarding Ms. ************ concerns regarding the status of her claim.
Records indicate the claim was filed with the claims administrator, **** **** on February 1, 2023.
In reviewing the information provided, **** **** found they do not have sufficient documentation on file to finalize the claim.
Therefore; on February 14, 2023, correspondence was sent to Ms. ********** requesting the below information:
• Please provide copies of the air itinerary purchased or booked in conjunction with your departure from the US. Additionally, please note that if the itinerary does not depart from the US, we must also request a copy of all traveler’s valid US driver’s license or documentation of US residency (i.e. state ID, utility bill in the traveler’s name/address in the US, etc.). Please note that passports do not indicate US residency.
• Please provide a copy of your current valid driver's license.
• All additional information can be submitted to us at [email protected].
Upon receipt of the requested information, **** **** will be happy to continue their review of Ms. ************ claim. We hope this has been responsive to your concerns. If you have further questions regarding this matter, please contact me at ###-###-#### or at ************************Sincerely,
******** ******
Operations Manager
*** ********** ****** *******
********* ** *****Customer Answer
Date: 02/16/2023
I never went out of the country, so I think they may have misread the claim or the policy purchased. I did let the agent know my driver's license was stolen recently but the agent did let me know I can provide utility bills (in which I attached my cable bill and water bills respectively) and they said it was suffice. Please finalize my claim and if you guys have the option, please send my payment electronically or direct deposit.Thank you again for all you do and reviewing everything.
Regards,
******* **********Business Response
Date: 02/24/2023
Thank you for your continued correspondence regarding the above-noted matter.
The claims administrator, **** ****, received copies of Ms. ************ utility bills on February 14, 2023, to document US residency.
Therefore, in accordance with the Trip Cancellation plan provisions, **** **** issued a benefit in the amount of $2500, the maximum benefit allowed under the plan purchased. Upon completion of the accounting process, within the next 10-14 business days, the payment will then be emailed to ***********
We hope this has been responsive to your concerns. If you have further questions regarding this matter, please contact me at ###-###-#### or at ************************
Sincerely,
******** ******
Operations Manager
Customer Answer
Date: 02/24/2023
I accept the business's response to resolve this complaint.
Regards,
******* **********Initial Complaint
Date:02/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We just recently switched our home & auto insurance to Nationwide. They came out to do a visual inspection of the outside of our home, and around the end of January sent us an email stating they will cancel our home insurance if we don't repair a few curling shingles on our roof (which is understandable) and also raise some cement behind our garage that is causing a less than an inch gap between the floor and a small section of the garage. All companies I asked to get a quote for said it is not necessary to raise the cement, which I relayed to Nationwide who basically said "we don't care, fix it" so I went along and tried to get it fixed. The only company who could fix it had to wait a few more months for the ground to thaw before they could raise it, which I also relayed to nationwide, yet they did not care that it was literally impossible to fix what they wanted me to fix. They basically said "you are screwed and time to find a new insurance agency" instead of just giving us another month to fix the issues. I would like for someone higher up in Nationwide to explain why they want to throw away good customers for no good reasons.Business Response
Date: 02/09/2023
**********************
We received the inquiry
from ***** ****** regarding his homeowners policy insured with Nationwide
Agribusiness Insurance Company (the Company). He expressed concern regarding the cancellation of his policy for
hazards identified on a third-party inspection.
Mr. ******** policy was
new business with Nationwide on 12-07-22. An inspection was received from a third-party vendor that identified
hazards: curling shingles, damaged garage door, and structural issues with the
garage (leaning). **** statute allows
the first 60 days of the policy to review for eligibility, which includes the
receipt and review of an inspection. Because of the hazards, the policy was cancelled as allowed by
statute.
As a result of Mr.
******** inquiry, the inspection was reviewed in further detail. This resulted in finding that the garage door
was not damage or impacting the structural integrity of the garage. The only issue regarding the garage is the
sinking concrete in front of the door. While this could be a trip and fall hazard, it is not severe enough that
Nationwide will require the insured to repair it. We will, however, require repair of the
curled shingles. Due to weather
conditions in **** in the Winter, we realize that the repair may not be able to
be done right away. If documentation
showing the insured has a contractor who will do the work when weather allows
is received, Nationwide will lift the cancellation.
We reached out to the
insured to advise of the above on 02-08-23. The insured advised that they are currently working on the shingles and
will either provide photos showing the completed repairs or contractor
documentation if it can’t be completed until Spring.
We appreciate the
opportunity to provide information and a resolution on Mr. ******** policy.
If you require further
assistance, please contact ******* ******* at ###-###-#### or by email at **********************
Sincerely,
**** *******
Personal
Lines Compliance Consultant
Customer
and Regulatory Solutions
**********************
###-###-####Customer Answer
Date: 02/15/2023
I accept the business's response to resolve this complaint.
Regards,
***** ******Initial Complaint
Date:01/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a trip to the Holy Land with ******** ***** through ******* ************ I bought trip insurance. Exactly 3 weeks to the day before my scheduled trip, I woke up early to go to work, ordered coffee on the app, drove 60 seconds, entered the parking lot, saw the coffee ready for me on the counter, backed in, left the car, walked in to get the coffee, all of which took 10 seconds, and a criminal who had been hiding out, had jumped in my car and drove off with everything inside, wallet, all credit cards inside, entire purse gone, all personal items including from my late Father. I didn't know what to do. I figured if I cancelled my trip, I could pull that money back so I could buy a new car. I filed with the insurance company, they said they needed an official police report. I provided them one. I received a letter from this person, **** ****** at Nationwide who I thought would be on my side!!!!, who actually had the nerve to say it was my fault for the leaving the car on with the fobs inside for the car to be stolen, and therefore I can't get my money back. I don't know if she's related to *** **** or **** *********, but she very well could be. In the end, it's my fault I got robbed and screw me and my they're keeping my $4900 for my cancelled trip. It took weeks to get replacement credit cards, I had to open a new bank account, I finally got my car back, and had to get it repaired and detailed. What a nightmare. If anyone is reading this, PLEASE DO NOT purchase travel insurance through *******/Nationwide Mutual Insurance. PLEASE. According to them, it's your fault for breathing air and they are CERTAINLY not on your side!Business Response
Date: 01/27/2023
Thank you for your January 23, 2023, correspondence regarding the above matter. After review of this matter, we have confirmed that the claim was correctly declined as explained below.
According to the documentation provided, Ms. ****** cancelled her trip after a theft of her personal vehicle that contained her purse, wallet, driver’s license, and credit cards. The Trip Cancellation provisions of her policy does include coverage in the event she is the victim of felonious assault or if there is a documented theft of her passports or visas. Unfortunately, theft of a wallet that contained a driver’s license and credit cards and/or theft of a personal vehicle does not represent one or more of the listed covered perils. Regrettably, Ms. ******’s claim does not qualify for reimbursement based on these reasons.
The policy purchased states the following:
TRIP CANCELLATION
The Company will reimburse You, up to the Maximum Benefit shown on the Schedule of Benefits subject to any applicable sub-limits, if You cancel Your Trip for any of the following reasons that are Unforeseen and takes place after Your Effective Date:
1. Your Sickness, Accidental Injury or death, that results in medically imposed restrictions as certified by a Physician at the time of Loss preventing Your participation in the Trip. A Physician must advise to cancel the Trip on or before the Scheduled Departure Date.
2. Sickness, Accidental Injury or death of a Family Member or Traveling Companion booked to travel with You, that results in medically imposed restrictions as certified by a Physician that causes Your Trip to be cancelled.
3. Sickness, Accidental Injury or death of a non-traveling Family Member. 4. Your or Your Family Member’s, or Your Traveling Companion’s or Traveling Companion’s Family Member’s, Complications of Pregnancy that result in medically imposed restrictions as certified by a Physician at the time of Loss preventing Your or Your Traveling Companion’s participation in the Trip. A Physician must advise to cancel the Trip on or before the Scheduled Departure Date.
5. Your transfer of employment of two hundred fifty (250) miles or more that occurs within thirty (30) days of Your Scheduled Departure Date. The transfer must require Your Home to be relocated.
6. You or Your Traveling Companion have a previously approved military leave revoked or experience a military reassignment.
7. You, Your Traveling Companion or Family Member, who are military personnel, are called to emergency duty to provide aid or relief in the event of a Natural Disaster (this does not include war).
8. Weather at the departure site that causes complete cessation of services for at least twenty four (24) consecutive hours of the Common Carrier with whom You are scheduled to travel and prevents You from reaching Your destination. This benefit will not apply if the Natural Disaster has been forecasted or a storm has been named prior to purchase of this Policy.
9. Natural Disaster at the site of Your destination that renders Your destination accommodations Uninhabitable. This benefit will not apply if the Natural Disaster has been forecasted or a storm has been named prior to purchase of this Policy.
10. Your accommodations at Your destination made inaccessible due to fire, flood, volcano, earthquake, hurricane or other Natural Disaster. The Company will only pay benefits for losses occurring within fifteen (15) calendar days after the event renders the destination inaccessible. For the purpose of this coverage, inaccessible means Your accommodations can
not be reached by Your original mode of transportation. In order to cancel Your trip, You must have four (4) days or fifty percent (50%) of Your total Trip length or less remaining at the time the destination is accessible. Benefits are not payable if the event occurs or if a storm is named prior to or on Your Effective Date.
11. A Terrorist Incident that occurs in Your departure city or in a city listed on Your Trip itinerary and within thirty (30) days prior to Your Scheduled Departure Date. Benefits are not provided if the Travel Supplier offers a substitute itinerary.
1. This does not include flight connections or other transportation arrangements to reach Your destination. Your Scheduled Departure Date must be no more than fifteen (15) months beyond Your Effective Date. A Terrorist Incident that occurs onboard an in-flight aircraft is not covered.
12. You or Your Traveling Companion are a victim of a felonious assault.
13. You or Your Traveling Companion or Family Member are kidnapped or disappears as substantiated by a police report and has not returned within thirty (30) days prior to Your Scheduled Departure Date.
14. A documented theft of Your or Your Traveling Companion’s passports and/or visas. 15. You or Your Traveling Companion being hijacked, Quarantined, required to serve on a jury, or subpoenaed within ten (10) days of departure; having Your Home made Uninhabitable by Natural Disaster; or burglary of Your Home within ten (10) days of departure. 16. An interruption of water, electric, sewage or gas service(s) at Your destination, for more than twenty-four (24) hours due to Inclement Weather or Natural Disaster. The Company will only pay benefits for losses occurring within fifteen (15) calendar days following the onset of the service interruption.15. You or Your Traveling Companion being hijacked, Quarantined, required to serve on a jury, or subpoenaed within ten (10) days of departure; having Your Home made Uninhabitable by Natural Disaster; or burglary of Your Home within ten (10) days of departure.
16. An interruption of water, electric, sewage or gas service(s) at Your destination, for more than twenty-four (24) hours due to Inclement Weather or Natural Disaster. The Company will only pay benefits for losses occurring within fifteen (15) calendar days following the onset of the service interruption.17. You or Your Traveling Companion being directly involved in a traffic accident (substantiated by a police report provided by You to the Company) while en route to departure.
18. Mechanical breakdown of Your Common Carrier’s aircraft on which You or Your Traveling Companion are scheduled to travel for at least twelve (12) consecutive hours. 19. Strike that causes complete cessation of services of the Common Carrier with whom You or Your Traveling Companion are scheduled to travel for at least twenty-four (24) consecutive hours.
farle
If you have further questions regarding this matter, please contact me at ###-###-#### or at *******************
Sincerely,
******** ******
Operations Manager
*** ********** ****** *******
********* ** *****
*** ************ ******* ****** ***
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