Complaints

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Obtained travel insurance from Nationwide February 2021 for cruise Nov 2021. Had to have emergency knee surgery in Oct 2021 (three weeks before cruise). Doctor would not release me. Filed claim Oct 2021. The only thing I have received from Nationwide is a claim number (*****). Called all claims numbers and calls were dropped every time. Have sent many messages by email all got a response that “company is currently experiencing high claim volume”. This message come back immediately after I send a message. I cannot get anyone to speak to me and get answers concerning my claim. Have been trying five months.

  

  Business response

  03/22/2022

  Thank you for your recent query regarding the above insured. After review of this inquiry, we show that a request for additional information was sent to Ms. ********* email address on January 4, 2022. Below you will find a synopsis of this matter.

  In reviewing the customer’s claim, the claim submission included the email to the travel agent advising cancellation but did not include the travel supplier’s (travel agent) response confirming cancellation, the total amount paid, refunded, and not refunded (i.e., the cancellation penalty). Therefore, the claims administrator emailed the customer on January 9, 2022, requesting this documentation.

  In response to the customer’s email requests for an update, an email was sent to the customer on March 7, 2022, notifying the customer that a request for additional information was sent on January 4, 2022.

  We would be happy to continue our review once the requested information is received.

  We hope this is responsive to the customer’s concerns. If you have further questions regarding this matter, please contact me at ###-###-#### or at ***************************

  Sincerely,
  
  ******** ******
  Operations Manager
  *** ********** ****** ******* ********* ** *****
  *** ************ ******* ****** ****

  Customer response

  05/02/2022

  Complaint #ID 16892663 Nationwide Travel
  ****** *******
  about 1 hour ago
  I need to reopen my complaint with Nationwide. Every week I send a request for the status of my claim #***** and each time I receive the same automated answer “Due to high volume of claim calls claims will be reviewed in order of receipt”. I have been trying to deal with this situation since October 2021. I have sent requested information twice the most recent being April 2022. I sent those documents certified mail and I received notification that they picked them up April 5, 2022. If I could just have a response I would be happy to wait but I do believe we have been most patient.
  
  I am at this very moment on hold with the claims office of Nationwide. I have now held for 54 minutes after speaking with *********.
  
  If I can have some assistance here I sure will appreciate it. I can forward any information that you will need to pursue this resolution. I’m in shock that this has been such an horrible situation.
  
  Thank you
  ****** *******
  **************************
  ###-###-####
  *** **** ****** ***** ******* ***** * ** ***** **** **** ** ****

  

  Business response

  05/11/2022

  Thank you for your recent inquiry regarding the above insured. After review of this inquiry, we show that the claim was approved for Trip Cancellation benefits on April 28, 2022, and Trip Cancellation benefits were issued on May 10, 2022.

  
  As noted previously, the member’s original claim form did not include confirmation from the travel supplier that the trip was cancelled, or the amount of the cancellation penalties incurred. This information was requested from the member in writing on January 4, 2022, and March 23, 2022. In response to our request for information, the member mailed a revised claim form that referenced she was claiming Southwest Airline tickets totaling $737.92 that were cancelled on November 11, 2021. She also referenced that her October 2021 mailing included all documentation that was needed to review the claim. Respectfully, *** did not have documentation supporting that her travel supplier confirmed cancellation of the cruise arrangements, the cancellation penalties assessed, or the refund amount; therefore, a partial payment for the claimed airfare was approved on April 28, 2022.

  
  Subsequently, on May 4, 2022, the member emailed *** and stated she was not requesting reimbursement for airfare that she planned to re-use and only wanted reimbursement for the cruise fare. *** then emailed the travel agent, explaining what information was needed, and the travel agent responded with the cancellation confirmation letter from ********* ******* which referenced that the cruise was cancelled on November 7, 2021, and subject to cancellation penalties totaling $4,138.00.
  As the member indicated in her May 4, 2021, email that she planned to use the airline tickets, CBP approved additional benefits totaling $3,400.08, or $1,700.04 per person, which represents the cancellation penalties of $4,138.00 less the prior benefits issued of $737.92. With the additional benefits issued on May 11, 2022, it is our position that this claim has been reimbursed in full and the member’s concerns addressed.

  
  We hope this is responsive to the customer’s concerns. If you have further questions regarding this matter, please contact me at ###-###-#### or at **************************.

  
  One Nationwide Plaza, ******** ********* ** ***** ******************
  Sincerely,
  
  ******** ******
  ********** *******
  *** ********** ****** ******* ********* ** ***** *** ************ ******* ****** ****

  Customer response

  05/18/2022

  We have been contacted by phone by ********-Nationwide Travel
  
  We have determined that the amount of 4138.00 as reimbursement for expenses paid to ******* ****** is fair and acceptable. Therefore, we do request that you please close this complaint and thank you for helping us do what we weren’t able to do. It is good to have an advocate.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been giving the run around from Nationwide insurance over a month now regarding a claim to have my car fixed due to an accident I had on January 25, 2022 and there has been no resolve I’m continuously calling and leaving messages no one is returning my calls or giving me any information I have a rental that I was giving and now the rental company enterprise has been harassing me wanting the car back saying that my insurance hasn’t giving them a payment since February 15, 2022 and it’s giving me anxiety because this is my only transportation so that I can provide a living for myself also the repair shop ******* ********* in ******* ***** ******** has been trying to get in contact with Nationwide regarding repairs and cost and no one has returned calls or emails from them also and I need a resolution as this is interfering with my way of life

  

  Business response

  03/16/2022

  This letter is in response to the inquiry filed with your office by the Insured on March 14, 2022. Our Insured has expressed concerns regarding the handling of the claim. We appreciate the opportunity to review the complaint and would like to address the concerns.
  
  The claim was filed under the personal auto policy on January 25, 2022. An estimate for the damages to the vehicle was emailed on February 2, 2022. 
  
  The Claims Adjuster was unable to locate the repair facility chosen by the Insured after multiple attempts. To expedite the claims process, a payment based upon the estimated damages was sent to the Insured with the lienholder included. The Claims Adjuster became aware of the estimate from the Insured’s preferred facility. A stop payment was placed on the initial payment, and was reissued to the Insured, and the facility.  
  
  The rental coverage under the auto policy is subject to policy limits and conditions.  
  
  We regret to hear our service did not meet the expectations of our member. We take customer service very seriously, and continuously strive to improve our service.  
  If you require further assistance, please contact our Customer Relations Coordinator, ***** ******** at ###-###-#### or by email at ************************ 
  
  Sincerely,
  
  ***** ********
  
  Compliance Specialist
  Customer and Regulatory Solutions

  Customer response

  03/20/2022

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

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this retirement account set up using their services to make decisions on the investments for which they get paid a fee. I lost over $2,000 since the beginning of 2022. I ask them by phone and email to take me off the services so I can save the remaining money. They have refused to do so, giving all kinds of excuses. They put you on hold, that says they did not get the signed form, they say, it will take three to five days and so on. The signed form was sent on 02/22/2022 and I am still waiting.

  

  Business response

  03/14/2022

  Thank you for sharing the concerns expressed from one of our members. This letter is in response to complaint ID: ********. Please see the details provided below.
  Plan details
  Plan name: *********** 
  Account number: *******
  Understanding the Details

  
  One of our members contacted you regarding a recent request submitted regarding our Pro Account services.

  
  The member first called on 2/22/22 requesting to cancel their Pro Account managed service. We provided the Cancellation form and provided instructions for completion. During the call we reviewed our processing timeframe of 3 to 5 business days with the member.

  
  The form was returned to us on 2/22/22 and added into our processing workflow.

  
  We received multiple emails regarding this account on 2/23/22, 3/1/22 and 3/2/22. Due to threat of fraud, we are unable to accept requests via email. After receiving the email requests, we made callback attempts on 2/24/22, 3/1/22 and 3/2/22.

  
  The cancellation was processed on 3/2/22, within our quoted timeframe. 

  
  We apologize for the frustration experienced. We understand the feelings experienced when the market suffers a loss. When we receive forms and paperwork, we attempt to process them as quickly as possible. We can assure you; we take pride in the services we provide and are continually looking for ways to improve our processes.
  
  We are here to help.

  
  If you have any questions or need additional information, contact our solutions center at ###-###-####. Our specialists are available Monday through Friday 8 a.m. to 11 p.m. Eastern time and Saturday 9 a.m. to 6 p.m.

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

  
  

*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. ↩