ComplaintsforNationwide

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My auto insurance is auto pay. $132.04 was withdrew on 10/15/2024. I traded auto on a new one and switched insurance companies effective 10/23/2024. I have left numerous vm messages & email with agent but get no replies. I contacted Nationwide online because I keep getting transferred to the agent even when I call Nationwide direct. As you can see from email their response to my online contact with them they again say to contact agent direct. I am requesting a prorated refund for the month please. Thank you

  Customer response

  10/29/2024

  
  '***** ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  9:27 AM (43 minutes ago)
  to disputeresolution
  
  
  Written authorization attached

  

  Business response

  11/01/2024

  Good morning *** *********** 

  Thank you for your recent correspondence.  I have attached our response for review. 

  Thank you,

  ******* 

  November 1, 2024

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

  Better Business Bureau Serving ************

  ********************************************************************************;

  BBB Complaint #: ********

  Complainant Name: ******** ******

  Policy #:   5837J 443826

  Company Name:  OCR

  Ref #:  Nationwide General Insurance Company *****

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

  We are in receipt of your correspondence dated October 29, 2024, as it pertains to your file number above and the inquiry submitted by ******** ****** regarding personal Auto policy 5837J 443826. 

  *** ******** agent, ***** James ******** requested the first right to service all their customer's files, including having cancellation conversations. This allows the independent agent to best retain the relationship that they have with their clients and best service their clients' needs.

  When a customer calls into our external ************** phone number, the *** reviews the agency preference and transfers the customer either to the ************** or to the agency office for assistance. After the first 24 hours of the initial phone call, if the insured calls back into the external ************** phone number after first being routed to the agency, the *** recognizes the returned phone call and places the caller in touch with the *************** The *** advises our associates that this is a returned phone call and to assist the caller.

  When a customer uses the 'contact us' feature on our website, and the agency preference is the first right of service, the customer will also be referred to their ********************** office for assistance, unless there is documentation of a previous contact and transfer to the agency. 

  Our company contacted *** ******** agency but did not receive a response back. Notwithstanding, our company has processed the cancellation of *** ******** Auto policy effective October 23, 2024. A refund of $50.00 has been issued to *** ******* When an eligible refund is issued, an email offering an electronic refund is sent to the email address on file. If the customer accepts the offer, the refund is deposited electronically into their chosen bank account. A refund check is mailed if the offer is declined or not accepted within 7 calendar days.

  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* ******** at *********** or by email at ***********************************

  Sincerely,

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

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22477069
  
  I am rejecting this response because:  on 10/15 Nationwide withdrew $130 auto payment for the month.  I cancelled coverage on 10/23 when I traded that vehicle & insured new one with another company.  I do not feel a refund of $50 of the $130 is sufficient when the vehicle was only insured for 8 days.  
  
  Regards,
  
  ******** ******

  

  Business response

  11/04/2024

  November 4, 2024

  
  ********* **********
  Better Business Bureau Serving ************
  ****************
  ******************-1005

  
  BBB Complaint #: 22477069
  Complainant Name: ******** ******
  Policy #: 5837J443826
  Company Name: Nationwide General Insurance Company
  OCR Ref #: 23760

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

  
  This letter is in response to the additional inquiry by ************************************** made monthly payments, her coverage was not month to month. Auto policy 5837J443826 was an annual policy, originally with a term effective from May 5, 2024, through May 5, 2025, with a term premium of $1,523.03, to be billed in monthly installments (plus applicable installment fees) over 12 months with a due date of the 15th of each month.

  
  The auto cancellation took effect on October 23, 2024, providing *** ****** with 171 days of coverage, which equates to $698.81 in premium. $18.00 in installment fees were assessed, for each billed month (May through October). *** ****** owed $716.81 total for coverage from May 5, 2024, to October 23, 2024. *** ****** made six payments toward her policy, totaling $766.81, or $50.00 more than the premium owed for coverage provided. Therefore, we issued a $50.00 refund to *** ******.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ******* *******, at ************ or by email at ************************************************************.

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

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/11/24 I called the company to make a one time payment to pay off the loan balance of my life insurance policy, using my bank account info.

  On 9/23 I contacted the company again as the funds never came out of my account. They said the person on their side processed it incorrectly and it never would come out. My policy had been closed, by my choice, so they said to pay the new company. I stayed that wasnt an option and they escalated the issue.

  On 9/24 the full amount was withdrawn from my account ($35,300.15). A *** from the company called me back to say they were able to push through the payment, my policy was closed and I was all set.

  Then, on 10/17/24 nationwide again attempted to withdraw $35,300.15 out of my account. They attempted withdrawing the full amount on 10/17 and 10/18. I had multiple payments bounce back, received multiples non sufficient funds fees, and had to go to the bank in person and pay for a stop payment to be placed on nationwide. I called nationwide the morning of 10/17 and they stated they would escalate it and Id hear back that day or the next morning.

  I called again on 10/18 and received the name and contact info of the person who was handling the issue. I have emailed, called and left multiple voicemails for this person with no response back. I have called customer service back asking them to escalate this to their manager and they said thats not something they can do. I explained via voicemail I need to have a conversation with someone to see why this happened, as well as an encrypted email to send copies of my bank statement too, and still hasnt heard back.

  It has been 4 full business days with no contact back.

  

  Business response

  11/07/2024

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

  Better Business Bureau Servicing ************

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

  ********, ** *****

  Thank you for  the opportunity  to assist  Issued by Nationwide Life and Annuity Insurance Company, *********** 43218

  Date prepared Dear ********* **********, Questions? Visit us online November 7, 2024 Call ************ **************************

  Please accept this letter in response to your correspondence dated November 1, 2024, regarding ****** Hansons life insurance policy. We regret this situation and hope she finds the following information helpful.

  Policy details Owner:   

   Insured:  Policy number: 

  Case Number:  Our findings ****** ****** ****** ****** N101437500 ********

  ****** ****** called our ********************* on September 12, 2024, to make a payment of $35,300.15 to pay off her loan balance. She contacted us again on September 23, 2024, as the payment wasnt drafted from her account. Our resolution team researched this further and found that the representative who took the payment entered the bank information incorrectly which caused the payment not to draft. We spoke with ****** ****** on this day and agreed to draft the payment on September 24, 2024. This payment was processed and applied. 

  Unfortunately, due to our error, we processed another draft on October 16, 2024. She contacted us on October 17, 2024, regarding this draft and a ticket was sent to our resolution team for further research and correction. Our processing time for a refund is 10 business days, as we must verify the draft wasnt returned by the financial institution. We emailed ****** ****** on October 18, 2024, asking that she provide a copy of her statement showing the draft to process the refund prior to the 10-day period. We didnt receive a response; therefore, we called her on October 24, 2024, to request the bank statement. We received the statement the same day, and she stated the draft was rejected as she called her bank to stop the payment. The statement showed overdraft fees totaling $102, and we processed a refund for this amount on October 24, 2024.   

  Our commitment to you  We're sincerely sorry for any inconvenience or confusion we caused. Weve provided coaching and feedback to the appropriate leadership to ensure this doesnt occur again. We'll make every effort to ensure she receives the quality service she deserves in the future. 

  Were here to help If you have any further questions or need additional information, please feel free to contact me directly at ************ or by emailing *********************************

  Sincerely, The general distributor for variable insurance products is Nationwide *******************************, member *****. Nationwide, the Nationwide N and Eagle and Nationwide is on your side are service marks of Nationwide Mutual Insurance Company. 2022 Nationwide LAN-0341AO.2             Page 2 of 2 ******* ***** Formal Resolution Coordinator Nationwide Life Insurance Company 

  Customer response

  11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22462668
  
  I am rejecting this response because: the company is fraudulently telling you I did not respond back to their initial email, as I responded back within minutes and asked for someone to call me asap at it was an urgent matter and needed to be discussed. I did not receive an email back so I called the company and was then told that the matter was escalated to an ***** ****** *************) ************************************ I called ***** 7 times within the next 5 days and left 4 voicemails explaining what was going on and asking him to call me back as it was urgent and causing extreme distress, and ***** refused to answer any calls or call me back. When I called the company back and asked to speak to his supervisor they said that is something they cannot do. As you can imagine, this caused a great amount of  stress, a great amount of time (between phone calls with nationwide and the bank, and multiple trips to the bank. My hopes for this complaint is that it doesnt happen to anyone else, and that employees like ***** are educated regarding appropriate response times. Thanks so much for your help. Alyssa 
  
  Regards,
  
  ****** ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Nationwide in August 2024 to see if there were any savings offered by Nationwide that I could take advantage of that would reduce my Auto and Homeowners premiums.

  Instead, my Homeowners policy was changed inaccurately which resulted in a much higher premium. I protested these changes at the time and afterwards. I made numerous phone calls and was left on hold for extremely long periods of time sometimes having to call back and start again.

  It has been torturous to find someone at Nationwide to help resolve my issue.

  Customer response

  09/26/2024

  
  '******* ******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  3:55 PM (2 minutes ago)
  to disputeresolution
  
  Signed & dated form as requested.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During a period of financial hardship, I contacted your team to explore options for reducing my payments. The only solution provided was to increase the deductibles on both of my policies.

  Now that my financial situation has improved and the renewal is approaching, I contacted your team to reduce the deductibles back to their original levels. However, I was informed that the request to decrease the deductibles is being denied due to "preconditions," specifically my dogs’ allergies. Had I been made aware that allergies would be considered a barrier to reducing the deductibles, I would never have made the initial change. Both of my dogs are in good health, and allergies are a common condition that we all deal with.

  I escalated the issue with an agent who had someone in sales review it, but despite this, the decision remains unchanged. As a long-time customer with a solid history, I am disappointed by this outcome.

  I would like to request a further escalation of this issue. If I cannot restore the deductibles, I am reconsidering the value of keeping these plans, as my dogs typically only require annual vet visits. I appreciate your attention to this matter and hope we can resolve this issue.

  

  Business response

  09/27/2024

  We are in receipt of your correspondence regarding the above-noted file.
  
  Ms. ****** has the Major Medical Plan with a $1000.00 annual deductible and the Pet
  Wellness Plus rider for her dogs ***** and ******.
  
  A representative contacted Ms. ****** on September 27, 2024 to verify which new deductible
  she would like and update the status of her request. We are processing her request for a
  change in deductible on policy ********* (for *****) from $1000.00 to $250.00 per year. The
  new deductible will apply for the current policy term effective September 24, 2024.
  
  Please note tha* ********* (for ******) will renew on November 19, 2024. The insured was
  quoted for a deductible change and elected to hold on changes at this time. Ms. ******
  indicated she would call back closer to the renewal date if she decides to make changes.
  
  Under the Major Medical Plan, no underwriting is currently required for a change in deductible,
  and we apologize for any confusion when Ms. ****** previously contacted us regarding this
  matter.
  
  If you require further assistance, please contact our Customer Relations Coordinator, *****
  Collins, at ###-###-#### or by email at ************************
  
  Sincerely,
  
  
  ******* ***********
  Inside Sales Manager

  Customer response

  10/01/2024

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

• Initial Complaint

  09/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My school said they will pay for my car insurance, but I first need to get a W-9 from the insurer. Nationwide's automated phone system is completely useless for this. It gives me a run around and then either hangs up, or it tells me to call a wholesale insurance broker ******************************** that I have nothing to do with and then it hangs up. When I called ******************************* they told me to call my agent. When I called my agent, I was told that they cannot give me a W-9 for Nationwide - Nationwide must do that.Since I couldn't get through to Nationwide through the phone, I emailed them through their website. It seems like they didn't even read my request and they sent me to ****** and ** again. I replied to that email, but they never responded.All I want is a completed W-9. There is no need to ask me for an account number, there is no need to ask me for verification. There is no PII involved here. Just a dumb Form W-9.

  Customer response

  09/10/2024

  *************************** <*************************************************************************>
  Attachments
  2:18 PM (14 minutes ago)
  to disputeresolution
  
  BBB Complaint ID number ********
  
  Good afternoon,
  
  Attached is the signed document allowing Nationwide to discuss my information with you.
  
  Thank you,
  ***************************

  

  Business response

  09/12/2024

  
  
  September 12,2024
  
  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:                         22258483     
  Complainant Name:                     ************************;  
  Policy #:                                       6631J125167          
  Coverage Type:                          Personal Standard Auto                                   
  Claim #:                                       N/A    
  Company Name:                          Nationwide General Insurance Company
  OCR Ref #:                                  3622254       
  
  
  
  Dear ***************************************:
  
  Then you for the correspondence and allowing us the opportunity to assist ********************.
  
  Mr. ********* agent has advised our company that they want the first right to service all their clients policies. To honor that servicing preference, when customers call us at ************** (customer service), we route them to the independent agents office for the first 24 hours. After the first 24 hours, if the agency is still unavailable, customers can still reach our ************** for assistance by calling us back at **************. Our IVR will recognize the phone number and the returned call after 24 hours and then route the customer to a ************** associate. Again, the independent agency determines the preference for this. Were sorry to hear that this caused an inconvenience for ********************. 
  
  As requested,we have attached a copy of the W-9.
  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *****************************, at ************ or by email at *********************************.
  
  
  Sincerely,
  
  
  
  
  *****************************
  Customer Relations Coordinator
  
  Enclosure(s)
  
  

  

  Business response

  09/12/2024

  W9 form

  Customer response

  09/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a business and went through Nationwide for a general business and business auto insurance. I made lump sum payments every 6 months. In April 2024 I cancelled insurance because I shut down the business. I am owed over $1200 because i cancelled before the six month policy was over. I have called multiple times to ask about the refund with no success. it is no almost impossible to get past the automated phone system because it says they don't recognize my policy number. It has been 5 months since I cancelled and I have yet to receive any mail, call or email from them. I'm just looking to get my refund from them

  Customer response

  09/12/2024

  ****** ****** <****************************>
  Attachments
  Wed, Sep 11, 8:40 PM (11 hours ago)
  to disputeresolution
  
  Authorization for release of information 
  

  
  

  

  Business response

  09/23/2024

  September 23, 2024
  
  
  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  BBB Complaint #:        22257658
  Complainant Name:      ****** ******
  Policy #:                        *****************
  Company Name:           Nationwide General Insurance Company
  OCR Ref #:                   3623575
  
  Dear ********* **********: 
  
  We are in receipt of your correspondence regarding the above-noted file.  

  
  On May 16, 2024, Nationwide received a call from *** ****** requesting to cancel effective May 20, 2024, and it was processed immediately. Due to the package policy having both a Business Auto and General Liability policy included, the cancellation of the General Liability policy must be sent to Nationwides ************************ for review to see if an audit will take place or if it can be waived and this can take time.

  
  In this case, it took a while for the decision to be made to not conduct an audit. On July 2, 2024, it was decided to waive the audit, and the cancellation was released on July 8, 2024 and refund check #******** for $1,248.50 was mailed on July 10, 2024. I have spoken to *** ****** who confirmed that he never received the refund that was mailed to the correct address on file and Nationwide shows that the check is still outstanding. I offered to send an expedited replacement refund check to *** ******* which he agreed to. The replacement refund will go out this week and that has been communicated to *** ****** via email.

  
  
  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ****** ******** at ************ or by email at ************************************************************.

  
  Sincerely,
  
  ****** **********
  Sr. Analyst, Customer Regulatory Solutions

  Customer response

  09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22257658
  
  I am rejecting this response because: 
  They said they will be sending a refund check but I have not received it nor received a tracking number I request. I will only consider this matter to be closed when I have a check in hand 
  Regards,
  
  ****** ******

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with Nationwides handling of my homeowner's insurance claim. I submitted a claim on April 30th for roof damage due to hail, and after four months, it remains unresolved. Nationwide has been unresponsive, slow to act, and appears to be avoiding their obligation to cover the necessary repairs. A third-party engineering report confirmed significant hail damage to my roof, identifying ****************** a 121 sq. ft. area. Despite this evidence, Nationwide issued a "partial denial" of the claim and offered a minimal payment of $1,742 to repair only the individual damaged shingles. They ordered an ITEL report to find a matching shingle, but the report confirmed the shingles are discontinued.

  My insurance policy clearly states Nationwide must provide materials of "like kind and quality," yet they refuse to cover the cost of a full roof replacement and suggested over the phone repairing my roof using shingles of a different color or appearance, which is unacceptable. Nationwide has stopped responding to my contractor's calls, further delaying the resolution.

  I request that Nationwide honor their policy terms and fully compensate for the necessary work to properly repair my roof in a timely manner. I would like to avoid pursuing any further legal action and resolve this matter amicably and swiftly, but I am prepared to do whatever is necessary to ensure that Nationwide honors the terms of our agreement.

  Customer response

  09/05/2024

  
  ******* and ********* **** <***************************************>
  Attachments
  Tue, Sep 3, 10:15 AM (2 days ago)
  to disputeresolution
  
  Please see the attached, completed form for AUTHORIZATION FOR RELEASE OF INFORMATION TO THE BETTER BUSINESS BUREAU in regards to Complaint ID ********. Please let me know if you need any other information from me to proceed with the complaint.
  
  Thanks,
  ******* ****
  

  
  

  

  Business response

  09/09/2024

  September 9, 2024
  

  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ****************
  ******************-1005

  
  BBB Complaint #: ******** Complainant Name: ******* ****
  Policy #: 9113HR029655
  Coverage Type: Homeowners
  Claim #: 655249-GP
  Company Name: Nationwide Insurance Company of America OCR Ref #: 3621556

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

  
  We appreciate the opportunity to address ******* ***** concerns. He reported a claim to us for hail and wind damage on April 30, 2024, with a date of loss reported as June 25, 2023. An inspection was completed on May 6, 2024. We determined there were no damages found to any slope and only a few roof accessories were damaged. The total estimate was less than the insureds deductible. Therefore, no claim payments were issued, and we informed the insured of our review.

  
  The contractor contacted us and explained that he disagreed with our findings. We asked him to submit photos to support the damages he felt were related to the loss. We received photos from the contractor on May 10, 2024. We explained that the photos did not support hail damage and requested additional documentation.

  
  The contractor requested we escalate the concern and after further review, management approved engaging an engineer to determine the cause of loss. The engineer inspection took place on June 4, 2024. After reviewing the engineer report, which identified 110 hail-damaged shingles and three wind-damaged shingles, we requested a sample shingle be pulled and sent to ****. The sample was taken on June 13, 2024.

  
  On June 27, 2024, we informed Mr. **** and his contractor that **** identified a matching shingle, and the roof was deemed repairable. The adjuster advised they would be revising the estimate to include replacement of 113 shingles and providing a copy of the updated estimate to the insured. A copy of the revised estimate was emailed to the insured on July 1, 2024, along with a payment in the amount of $1,742.25. A partial denial letter was sent to the insured explaining that Indiana is a direct physical loss state, and the policy specifically excludes matching.

  The contractor felt that a full roof replacement was warranted and escalated his concerns to a Claims Manager who spoke with him on July 11, 2024. The Claims Manager reiterated our position, explaining that we owe for direct physical loss and that the engineers report supports that the roof is repairable.

  
  A copy of the engineer report, estimate, and ITEL report was emailed to the insured on July 25, 2024, per his request. The contractor continues to dispute our position and has had numerous conversations with our claims department. The most recent conversation took place on August 14, 2024. Our records show no additional messages were left by the contractor requesting a return phone call since that date. If Mr. **** or his contractor have any new information they would like to submit, we would be happy to review. Otherwise, the claim remains closed.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* *****, at ************ or by email at ************************************************************.

  
  Sincerely,

  
  ******* *********
  Specialist, Customer and ********************

  Customer response

  09/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22220648
  
  I am rejecting this response because: 
  

  Thank you for the response, but I must clarify a few points. First, while you noted that an initial inspection found no significant damage, the subsequent third-party engineering report clearly identified 110 hail-damaged shingles and three wind-damaged shingles. This demonstrates the roof was significantly affected by the hailstorm, contradicting the original assessment.
  
  Nationwide continues to assert that my roof is repairable and referenced an ITEL report claiming a matching shingle was found. However, the **** report does not identify a specific match for the shingles, but merely lists a brand name that offers 3-tab shingles. This is not equivalent to a true match, as Nationwide suggests, and does not meet the requirement for "like kind and quality" materials under my policy.
  
  Additionally, while the engineer's report noted 110 damaged shingles, it also stated that the total number of shingles that need to be repaired or manipulated is 401, which represents 24% of the total shingles on the roof. This is a significant portion, and not just a small patch repair as Nationwide implies. The engineer further stated that repair should be considered, given that matching shingles can be found, but matching shingles are not available due to their discontinuation.
  
  Given that my house is on a corner lot with clear visibility to multiple main roads and the entrance to our housing addition, a mismatched roof would significantly devalue my home. Replacing only portions of the roof with shingles that do not match would not only affect the appearance but also the resale value of the property.
  
  Regarding communication, my contractor has made several attempts to resolve this issue, yet there has been no meaningful response since mid-August. Additionally, the partial payment of $1,742 is insufficient to cover the extent of the necessary repairs, especially given the engineers findings of damage across 113 shingles and the total manipulation of 401 shingles.
  
  I request that Nationwide reopens this claim and provides the necessary funds for a proper repair, in line with the policys requirements for like kind and quality materials. I hope this can be resolved without the need for further legal action, as I would prefer to come to an amicable solution.

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

  Customer response

  09/18/2024

  In response to the BBB's request for additional clarification regarding the "like kind and quality" statements in my homeowners policy, I am providing screenshots of my policy that specifically outline the requirement for the use of "like kind and quality" materials in both repairs and replacements. 
  
  Additionally,I would like to clarify that my policy includes Replacement Cost Value (***)coverage. According to Nationwides own definition on their website, *** coverage provides "payment for the full reasonable cost you incur to replace the damaged property without calculating depreciation." While my policy offers an option for actual cash value replacement, which would require using "like kind and quality" materials, I have an *** policy. This means Nationwide is obligated to pay for the full cost to replace the damaged property, without depreciation, and not just repair it with potentially mismatched materials.
  
  Given that matching shingles are no longer available, Nationwide must cover the full cost to replace my roof to ensure it is restored to its original appearance and quality, which is the intent of the *** policy I purchased.

  

  Business response

  09/25/2024

  September 25, 2024
  

  ********* **********
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ****************
  ******************-1005

  
  BBB Complaint #: ******** Complainant Name: ******* ****
  Policy #: 9113HR029655
  Coverage Type: Homeowners
  Claim #: 655249-GP
  Company Name: Nationwide Insurance Company of America OCR Ref #: 3621556

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

  
  This letter is in response to the consumers rebuttal dated September 18, 2024. We have paid to replace the existing, damaged, 3-tab shingles with a 3-tab shingle of like, kind, and quality. Mr. **** failed to include parts of his policy that further explain our coverage position. His policy explains, on H 00 03 07 16, beginning on page 16, 2. We do not insure, however, for loss: c. caused by (6) any of the following: (k) mismatch of color between undamaged material and new material used to replace old, weathered, or oxidized damaged material; or (l) mismatch between undamaged material and new material used to repair or replace damaged material due to outdated, obsolete, or discontinued products.

  
  Additionally, the policy explains under the Loss Settlement clause on page 24, b. we will pay no more than the actual cash value of the damage until actual repair or replacement is complete, unless the cost to repair or replace the damage is both: 1) Less than 5% of the amount of insurance in this policy on the building; and 2) Less than $2,500. The estimate reflects the total cost of repairs to be $2,920.05. Our review shows the claim was adjusted in accordance with the policy provisions.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ********* *****, at ************ or by email at ************************************************************.
  

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

  Customer response

  10/01/2024

  Complaint: 22220648
  
  I am rejecting this response because: 
  

  Thank you for your response, but I disagree with your interpretation of the policy. While Nationwide cites exclusions regarding color mismatch and discontinued materials, these exclusions do not absolve Nationwide of its responsibility under my Replacement Cost Value (RCV) policy to cover the reasonable cost of repairs or replacement and to restore my home to its pre-loss condition.
  
  As highlighted in my policy, RCV coverage entitles me to payment for the full cost incurred to replace the damaged property without depreciation. The fact that my shingles are discontinued makes it impossible to achieve a repair using matching materials. While you reference the exclusions related to mismatch of color and discontinued materials, my claim goes beyond a simple cosmetic mismatchit concerns the inability to source materials of like kind and quality, as required under an RCV policy. The **** report itself does not identify a truly matching shingle, merely a generic 3-tab option. This does not meet the policy's requirement for a reasonable and suitable replacement of like kind and quality.
  
  Additionally, the engineers report explicitly states that a total of 401 shingles need to be repaired or manipulated, representing 24% of my roof, which is a substantial portion. The damages far exceed a small, isolated patch repair. Given that my home is on a corner lot, visible from multiple main roads, a visibly mismatched roof would negatively impact the propertys value.
  
  Nationwide has paid only $1,742, which does not cover the full cost of repair or replacement as detailed in the estimate. I request that Nationwide revisit this claim and provide the necessary funds for a proper replacement in line with the *** policys purpose, which is to restore my home to its pre-loss condition, not just patch it with non-matching, substandard materials.

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

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello!I am messaging today to express a concern that I have/ had with Nationwide Insurance. Im reporting bad business and in my opinion, fraudulent activity.

  Nationwide accidentally canceled my car insurance policy. This is all on record, written, and through conversations I have had with them. They also sent me a sum of money through direct deposit. I had no idea that they canceled my policy or sent me moneys. I went about 3 months without knowing I didnt have insurance until I went to re-register my vehicle. This is all noted through their accounts.

  They sent me a bill for around 550 dollars that I had to pay, or they were going to report me as not having is insurance to the state. They backdated my policy to cover their tracks. Then, they proceeded to up my monthly rate from around 130 dollars to ****** to make up the cost of their mistakes.

  I am in awe, Im saddened, and disappointed. I spoke to a representative high up in Nationwide and she basically told me that I had to pay or they would report me, and there was nothing that they could do. It was their mistake and they displayed no remorse.

  *************************** would ashamed, and its safe to say that Nationwide isn't in your side.

  My agent told me they have never seen this happen to anyone before. Nationwide apologized after digging deeper, but at the end of the day, I went 3 months without insurance, and in one month I am required to pay a total of about 900 dollars to Nationwide and have a monthly increase of almost 100 dollars to my policy.

  If this isnt business fraud and mis treatment of a costumer Im not sure what is.

  Thank you,*************************

  Customer response

  09/05/2024

  I did send the signed form to the email I was told to send it to.

  Customer response

  09/05/2024

  Nationwide emailed me and told me they werent going to respond to your company. I find that very strange. It seems off that they are going to ignore and avoid my complaint with you and your service. I believe this should be looked into further. I have the email, but I wasnt sure if it would be legal to share. If legal, I will.

  Sincerely,

  Kyle 

   

  

  Business response

  09/11/2024

  
  
  September 11, 2024
  
  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:                   22190772       
  Complainant Name:                **********************;
  Policy #:                                  5837J ******
  Coverage Type:                      Personal Standard Auto                    
  Company Name:                     Nationwide General Insurance Company                    
  OCR Ref #:                             3621245         
  
  
  
  Dear ***************************************:
  
  On April 22, 2024, *********************** Auto policy was inadvertently canceled effective July 31, 2023,after his Agent called our company for assistance. A refund of $914.12 was refunded to ******************** via direct deposit.
  
  On June 11, 2024, *********************** Agent contacted our company again to inquire on the Auto policy cancellation. It was discovered at that point that the previous representative canceled the Auto policy when it should have remained active. At that time, the Auto policy was reinstated without a lapse in coverage back to July 31, 2023.The refund of $914.12 was due back to the company, as we provided coverage back to July 31, 2023.
  
  We would like to note that there is currently an ongoing Department of Insurance investigation, and he should expect to hear directly from them regarding the matter.
  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator,*****************************, at ************ or by email at *********************************.
  
  
  Sincerely,
  
  ***********************
  Specialist, Regulatory Solutions
  

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22190772
  
  I am rejecting this response because: The business canceled my policy and I went almost 3 months without having insurance. They back dated the policy to cover up their mistake. They then forced me to pay for the months I didnt have insurance or they would report me to the state. The system is flawed and against costumers. They also raised my monthly payments $100.00 from $120.00 to $220.00. They arent explaining their mistakes here. They arent being transparent and honest. They werent transparent from the start. Theyre trying to point fingers at the costumer for their mistake and punish the me the costumer by forcing me to pay for months I didnt have insurance and raised my monthly payments $100.00 due to their mistake. Thats what I want to know more about. They keep avoiding those facts which are the most important.

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

  Customer response

  09/17/2024

  If I were to have gone to a different insurance agency, what would have happened? They accidentally canceled my policy, backdated it, said if I would have been in an accident they would have helped (hearsay), then charged me saying that they either had to charge me or report it to the state. What would have happened if I were to have gone to another insurance agency instead of Nationwide? So they charged me, backdated my policy, raised my rate $100.00 per month but what would they have done if I went to another insurance company? Would i have been reported to the state? How does an insurance company be penalized for a mistake they made? What if I didnt go to renew my registration and find out myself that they accidentally canceled my policy? What if I found out today I didnt have insurance due to their mistake? That would be 5 months without insurance. It seems as if theres no way an insurance company can be penalized for a mistake they make due to laws protecting them and not the costumer.

  Customer response

  09/18/2024

  I have contacted the Department of Insurance. There is nothing a costumer can do in this matter. The verdict seems to be that as a costumer and client, if an insurance company makes a mistake you will have to pay and cover for them and their mistake no matter what. It seems that there is no penalty for an insurance company to make such a mistake. This is a flaw in the system and against costumers. There is no way to hold companies such as Nationwide for making a mistake. They want money and will obtain it at the cost of any client/ costumer with no remorse. This is a problem. And nobody seems to have a true answer other than a costumer will be penalized regardless if Nationwide accidentally cancels your policy and you didnt have insurance for 3 months and possibly more if you dont find out yourself and they are able to backdate their mistake and charge you. So my question is, what if I went with another insurance agency instead. Would Nationwide be charged or would the client/ costumer be held responsible for their mistake?

• Initial Complaint

  08/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was contacted by ***************** phone # ************, email address: ************************************* Nationwide representative regarding my ** visit on 6/19/24 for my cat ******. ***** informed me that the invoice I gave him for my cat, ******* ** visit did not align with the invoice that the *********** provided him. I had a phone call with him in length explaining that I had to pay the highest estimate from the vet for the ** visit and when ****** got discharged I was told I was going to get reimbursed for what I overpaid as well as what I will be getting reimbursed from Nationwide. I thought the receptionist meant that Nationwide would be reimbursing me for what my policy covers for everything I paid, and I only had the estimate so sent ***** that. ***** accusatory said my invoice is not what the vet provided him and he immediately deemed it as fraudulent. I tried to get into the Vet portal to review the charges and I was not able to get onto the portal. *****, I contacted the *********** who apologized for the miscommunication and said they would reimburse the overpaid amount on my credit card. The credit card was CareCredit and since I just got that credit card the day ****** was in the ** I never checked the account in real time to see that reimbursement was there, I immediately asked the vet to send ***** and myself the accurate invoice, explained the honest mistake and sent all correlating documentation to *****, CCing the ************ as well. He assured me he will resubmit the claim and move forward with my reimbursement. I now just learned ***** filed it as fraud and canceled my Nationwide policy, so he canceled my insurance and never refunded me, and he has been ignoring all my phone calls and emails since which is absolutely unethical and inappropriate. I am seeking to have my policy reinstated, refunded what I am owed and an apology from *****************/Nationwide.

  Customer response

  08/14/2024

  ************************* <*********************>
  Attachments
  12:11 PM (2 hours ago)
  to Better
  
  Thank you so much. Please relay to them that I am not asking for the reimbursement I had originally submitted and that this clearly was a misunderstanding from what you can see from this lengthy pages of receipts, payments, reimbursements, etc. I am simply asking for them to process my claim and reimburse me for what I am eligible for with my policy, that I pay for monthly  with my Nationwide membership in the accurate amount of $2957.40. Please also reiterate to them that they are canceling my policy by 8/29/2024 so it is needed to get my reimbursement processed before then. The dispute *** has barely answered any of my emails and the person originally handling my claim has been not answering any of my calls or emails. My invoice that is accurate from what the vets office sent over is attached, and I also sent an email thread with the dispute member ***** who is the person I have indicated is also barely answering my emails and has not answered my calls. 
  
  Thank you so much in advance,
  *****

  

  Business response

  08/20/2024

  
  
  August 20,2024
  
  
  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  *****************************************************************************
  
  
  
  BBB Complaint #:              22124574               
  Complainant Name:           **************************;            
  Policy #:                            10015481               
  Coverage Type:                Modular Pet Insurance                                               
  Claim #:                            CLM-00105730                 
  Company Name:               National Casualty Company                                       
  OCR Ref #:                       3618604                 
  
  
  
  Dear ***************************************:
  
  We are in receipt of your correspondence regarding the above-noted file.
  
  ************************ has the Modular Pet Insurance Plan with a $250.00 annual deductible for her cat ******. We received claim CLM-********* on July 1, 2024, for the ingestion of a foreign body which needed to be removed. An invoice for treatment date June *******, was submitted in support of the claim. Upon investigation of the claim,it was found that the documentation submitted was altered with an invoice number and invoice total that did not match the providers records. In accordance with the Modular Pet Insurance Plan contract language the claim was not eligible for coverage.
  
  Based on the outcome of the claims investigation, the policy is set to be cancelled effective August 29, 2024. As outlined in the Modular Pet Insurance Plan,Section 23, Fraud and Concealment:
  
  We will void your policy from its inception if we discover that you have misrepresented or omitted any material fact and we relied on your misrepresentation or omission in issuing this policy to you. We may deny your claim and cancel this policy if you conceal material information or make any material misrepresentation in your claim.
  
  At this time all submitted information has been reviewed and the decision remains the same.
  
  We apologize *********************** was unable to reach the original investigator, Nationwide has responded in writing to Ms. *********** subsequent contacts.
  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *****************************, at ************ or by email at *********************************.
  
  
  Sincerely,
  
  
  
  
  ***************************
  Claims Director
  
  
  

  Customer response

  08/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22124574
  
  I am rejecting this response because:  I was contacted by ***************** phone # ************, email address: ********************************************, Nationwide representative regarding my ** visit on 6/19/24 for my cat ******. ***** informed me that the invoice I gave him for my cat, ******'s ** visit did not align with the invoice that the *********** provided him. I had a phone call with him in length explaining that I had to pay the highest estimate from the vet for the ** visit and when ****** got discharged I was told I was going to get reimbursed for what I overpaid as well as what I will be getting reimbursed from Nationwide. I thought the receptionist meant that Nationwide would be reimbursing me for what my policy covers for everything I paid, and I only had the estimate so sent ***** that. ***** accusatory said my invoice is not what the vet provided him and he immediately deemed it as fraudulent. I tried to get into the Vet portal to review the charges and I was not able to get onto the portal. *****, I contacted the *********** who apologized for the miscommunication and said they would reimburse the overpaid amount on my credit card. The credit card was CareCredit and since I just got that credit card the day ****** was in the ** I never checked the account in real time to see that reimbursement was there, I immediately asked the vet to send ***** and myself the accurate invoice, explained the honest mistake and sent all correlating documentation to *****, CCing the ************ as well. He assured me he will resubmit the claim and move forward with my reimbursement. I now just learned ***** filed it as fraud and canceled my Nationwide policy, so he canceled my insurance and never refunded me, and he has been ignoring all my phone calls and emails since which is absolutely unethical and inappropriate. I have provided all documentation of communication from the *********** and ***************** (though he never returned a response from the attached email), and all of my paper trail of invoices, estimates and charges.
  *******************: **********************************************  the person that ***** reports to get back to me after numerous attempts to reach her with a generic 'our decision stays the same'. This was an honest mistake and was misled by them to think that they agreed this was not ill intention and that they will process my claim with the correct amount once I received the actual invoice. I have been paying for Nationwide every month for a year and they scammed me from my money and won't even reimburse me the amount I am owed. They attacked my vulnerability and did not communicate this with me until I pleaded for follow-ups from them. 
   As a company that prides themself on the well-being and care for patients and pets, t Nationwide did NOT do the morally right thing nor even took the time to care about the situation nor review all of my attached documentation
  
  
  Regards,
  
  *******************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a letter from Nationwide insurance one month ago saying my roof needed repair....Quote "dwelling roof is in poor condition based on aerial imagery taken within the last 12 months." I wrote Nationwide back (same way I was contacted) and explained first....I had a roof inspection done by Erie Roofing last year 2023 and they said the roof was in decent condition for being 15 years old with no major problems. Secondly 2-3 years ago I had work done on my chimney by Benchmark Roofing, not only did they fix my chimney but they had extra tiles so they placed a nice section of new roofing near the *******. These are slightly a different color so there are 2 different colors on the roof, again near the chimney. Being the last house on the end of the street you can't really see the chimney and we have a 40 foot oak tree so the color is no big deal. No leaks no problems with my roof whatsoever. I did not hear back from Nationwide ***************************** cancelled my Home Owners policy that I've had for many years a few days ago. The first letter never even told me what they even thought was wrong and what repairs were needed ? Plus what photos of my roof have you given me ? Knowing my roof isn't in poor condition I'm moving forward. This is a major issue as I should not have to search for new insurance and paying much higher costs for something that is absolutely not true.

  Customer response

  08/07/2024

  
  '*************************' via Dispute Resolution - Shared Inbox <********************************************************>
  Attachments
  3:37 PM (18 minutes ago)
  to Better
  
  Hello,
  
      Thank you for your reply.  I am sending a copy enclosed of my signature as requested.
  
      I will also mail the paper copy to ************************************************************************* tomorrow 8/8/2024.  
  
      Please contact me if further information is needed & thank you for following up on my complaint.
  
     
       Sincerely, ****
  

  
  

  

  Business response

  08/13/2024

  August 13, 2024
  

  ***************************************
  Dispute Resolution Team
  Better Business Bureau Serving ************
  ****************
  ******************-1005

  
  BBB Complaint #: ******** Complainant Name: *************************

  
  Policy #: 9234HR198699
  Coverage Type: Property Claim #: N/A Company Name: Nationwide General Insurance Company OCR Ref #: 3617729

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

  
  Nationwide is in receipt of the concerns filed by ************** regarding the above referenced homeowner policy with Nationwide General Insurance Company.
  ************** was sent a policy notification on June 18, 2024, advising the roof on his home is in poor condition and proof of repair or replacement was needed by July 18, 2024, to avoid a nonrenewal notice being issued. As Nationwide did not hear from **************, a nonrenewal notice was mailed on July 19, 2024, effective at 12:01 a.m. August 23, 2024.

  
  A copy of both the policy notification and notice of nonrenewal are attached. The notices advise the insured:

  
  What you need to do:
  You may be able to reinstate your coverage if you take the following action(s):
  Repair the damaged area of your roof or replace it completely. Once the requested actions have been taken, we ask that you forward verification to your agent. It will be necessary for you to provide this information prior to the non-renewal date noted above.

  
  Proof of remedy of repair or replacement has not been received and the policy will cancel at 12:01 a.m. on August 23, 2024, unless Nationwide receives proof of remedy which will need to be approved by underwriting prior to the date of nonrenewal.

  
  If there are attached documents, they may include the redaction of personal and private information that is not relevant to the complaint. If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, ************************* at ************ or by email at **********************************.

  
  Sincerely,
  
  *******************************
  Enclosure(s)

  
  

  Customer response

  08/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22082608
  
  I am rejecting this response because:  Nationwide Insurance was contacted with the same information provided to the BBB, saying you didn't receive is irresponsible and not truthful.  Again please provide proof that my roof is damaged or needs completely replaced ? Photos ? Again, I had my roof inspected last year and will continue to move forward against Nationwide Insurance. 
  
  Regards,
  
  *************************

  Customer response

  08/14/2024

  Hello....

      I explained in my complaint that there are no issues at all with my roof.  I had Erie Roofing to inspect last year 2023 and Benchmark Roofing 2021-2022.

      There are no receipts because there was never damage to my roof to begin with.  Again where is the damage to the roof ?  There is none, and Nationwide hasn't provided me with any photos that have been requested ?

       I am absolutely moving forward against Nationwide if not resolved.
  

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

     
  

  

  Business response

  08/16/2024

  Dear ***************************************,

  Thank you for your follow up regarding the Aerial Image.  We have attached another image with the roof circled, showing the deteriorated condition.  We are also providing a ****** photo to further display the deterioration, streaking, and mismatched shingles.  We would like to note that the insured also filed a complaint with the Ohio Department of Insurance, and we provided them with a consistent response and a copy of the photo we originally provided to you.

  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *************************, at ************** or by email at **********************************.
  
  Thank you kindly.
  
  

  

  Business response

  08/16/2024

  Dear ***************************************,
  
  Thank you for your follow up regarding the Aerial Image.  We have attached another image with the roof circled, showing the deteriorated condition.  We are also providing a ****** photo to further display the deterioration, streaking, and mismatched shingles.  We would like to note that the insured also filed a complaint with the Ohio Department of Insurance, and we provided them with a consistent response and a copy of the photo we originally provided to you.
  
  If there are questions or if you require future assistance, please contact our Customer Relations Coordinator, *************************, at ************** or by email at **********************************.
  
  Thank you kindly.
  

  
  

  Customer response

  08/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22082608
  
  I am rejecting this response because:   I have explained several times starting in late June of 2024 those are new tiles in the photo.  Since Nationwide has refused all attempts to resolve this issue in a timely manner I will be moving forward.
  
  Regards,
  
  *************************

   

     - Thank you very much BBB for all your help, I appreciate your time without absolutely nothing to gain.  Could I please receive a transcript and I would be happy to purchase it if needed, just reach out what's needed. Thanks
  

  Customer response

  08/26/2024

  Hello,

       I filed the exact same complaint (same wording) with the BBB & Ohio Department Of Insurance on Monday August 12th after hearing back from the Ohio Attorney Generals office.

              Thank you....****
  

*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. ↩