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Joanne of Cleveland OH (09/18/08)
back in march of 2008 we had a really bad snow storm that dropped 18 inches of snow. The snow became heavy and pulled my gutter on the south side of the house dropping, like a hammock. i called nationwide insurance company whom i had had for thirty years, and never filed one claim to see if it was covered. the receptionist tried to discourage me from pursuing filing a claim. she stated that maybe i could just get some one to climb up on a ladder and attach the gutter with a hanger. she said it would be foolish to file a claim if it was only going to cost a couple of hundred dollars. she gave me 3 repair places and only one came out after about 1 month. the repair would cost over $700. at that time i decided to not pursue the claim. a couple of months later after some really bad storms this past summer i noticed rain coming in in my basement walls. it wasn't bad, just some sepage. i also noticed that the gutters were dropping worse and that they really needed to be repaired. My back porch was becoming water damaged again.
I thought i would file a claim with my home owners insurance. when i called the women on the phone took down all the information and said someone would be calling me. i asked to file a claim for the gutters and the basement walls since they all had to do with damage from the storms. the women took down the information and told me that i had to file 2 different claims. one for the gutters and one for the water sepage. the next day i was contacted by a gentlemen for the gutters. when i told him i wanted the insurance company to put gutters on my back porch and have the porch repaired he gave me a hard time. so i cancelled with the insurance guy. in the meantime a women came called about the walls. this was 3 months ago in june. i showed her my basement walls and told her with the snow storm in march and raining i've been having rain seeping in my walls.
there was also mold on my walls. the women was very understanding and told me she has the same problem in her home. she said she couldn't help me with the walls but when i told her about the gutters she said she would see what she could do about the gutters. she asked for the one estimate, went out to her car and knocked on my door 15 minutes later with a check for $500. she said they approved the money for the gutters. i asked her at the time if she thought our insurance would go up and she stated that no necessarily, but all house and car insurances were going up. i never heard anything again.
then the end of august my insurance company called and asked if i ever got the foundation repaired to the house. i said what foundation, all i had was seepage from time to time in my walls. and i said i didn't follow through with that claim. she said it didn't matter if you got money for the claim or not you still made a claim. then on sept. 11, 2008 i recieved a notice from my insurance company stating that they are cancelling my home owners policy because i dont meet there underwriting criteria, which is because of unacceptable maintenance by leaking foundation. i'm on social security disability. they never told me that i needed to get the foundation repaired and if i didn't they would drop my insurance. now what am i suppose to do. that is going to show up on any insurance i try to purchase.
i think they dropped me because if filed a claim with them. i had them for over 30 years and never filed a claim. now how do i find another insurance company? they are all going to ask about if i filed a claim and they'll come across that. this is so unfair. thank you for your consideration in this matter.
Margaret of Media PA (08/29/08)
On 8/22, my hot water heater malfunctioned. I have a home warrenty that protects all important home systems and appliances, which I pay $34.19 monthly. The hot water heater is included. The company recorded the claim, and I was told a contractor would be contacting me. By 5 pm day, I recieved no contact or follow-up calls. I called the claims department and was informed that no contractor was available and someone would call me MONDAY. That left me with the weekend and no hot water. I asked if I could get my own contarctor but it was not recommended.
Monady I called and still not contractor. Tuesday, still not contractor. I placed 6 calls per day to follow up but recieved no follow-up. Finally I gave them the name of my contractor who contacted them directly and on Wednesday, 8/26 Mike King inspected the heater and of course determined it failed and requiring replacement. When submitted to Nationwide, they REQUIRED service and maintenance records on the heater which I sent.
Firday, 8/29 they denied my claim for insufficient maintenance records. I still did not have hot water, 8 days post claim reporting. They could not give me any specfic reason. I NEVER recieved any calls from them... I had to proactively follow up on ever step of the process. This is the second claim I submitted that was denied for the same reason, insufficient maintenance.
I have also paid out of pocket to have a small part on my microway replaced and my cook top serviced because the process twice has been so stressful and the company is not proactive, empathetic to the appliance crisis or customer service oriented. There is also false advertising, mispresentation of services and now I believe no good faith in fulfilling contracture obligations.
Replacement value and labor for the new hot water heater I had to pay out of pocket, $1125.00. Reimbursement for the microwave/convection oven maintenance/repair, $149.95 (replace magnetron tube) and the repair on my cook top (replace raise/lower switch and replace gear motor), 431.37. All are covered per the contract. I would also like to be release from any contracture obligations to Nationwide and cancel the contract. I would like all legal expenses and filing charges covered.
Jose of Fayetteville NC (08/14/08)
Nationwide was not on my side! I have had a homeowners policy with this company for over 8years and I finally requested coverage as a storm drain overflowed and water went under my house and now I have mold and mildew in my crawl space. I was told by Nationwide that I was not covered but it clearly states in my policy Section I - Perils Insured Against A2 C5 Mold, fungus or wet rot is covered if hidden or under the house as mine was. It also clearly states that my structure is covered if overflow of water from a STORM DRAIN off the residence. I have pictures of said storm drain behind my residence that overflowed in to my home. The individual I dealt with not only showed up 1 hour and 15 minutes late but did nto even o under the house to inpect the damage properly. I was given the run around and when I told the supervisor that I was covered she stated that I was not covered and that I had a flood. I told her it was nto a flood but an over flow of a storm drain, she then stated that I had ot purchase that seperately, after I asked where in my policy it stated that I had to buy that separatedly I grew frustrated with her inability to justify her lies and hung up. I ended up cancelling my policy the same day and switched companies. This is the worse compoany I have ever dealt with.
I have now have to pay approximately $7,000 in repairs out of my pocket. I see now what the poor people in NewOrleans went through, another Katrina but this time in Fayetteville, NC.
Keith of Charlotte NC (01/11/08)
Nationwide Insurance in Charlotte, NC. has pushed my buttons. I have homeowners that automatically insures me for $12,000.00 for guns, while my wife has to keep any jewelery over $1,200.00 in a bank deposit box! We were told if we want to insure her jewelery we could have it covered for an additional cost.
We had to get a bank safety deposit box which cost around $60.00 per year. We were also told to contact the Insurance Commission or whoever makes the rules to change said policy. Give me a break!
Stephanie of Charleston TN (12/18/07)
I had a small fire in my garage. I panicked and called the insurance company for them to come and look at the damages and give me an estimate of repairs. While they were out, I had a previous repair looked at, and got an estimate for internal repairs from a leak. Well, needless to say, my policy was cancelled, and I cannot get insurance anywhere without paying way high, triple the cost, because of these estimates. I had the mortgage company slap on insurance and they don't cover ANYTHING! All that Nationwide could say to me was they were sorry for the inconvience, but you have to be claim free for 3 years, and it stays on your record, so no one else will take you. I did not have one cent of the companies money for the repairs I HAD DONE, and they can't reinstate me, not that I would have it now anyways, but they have scarred us for having any insurance within a reasonable price.
I have to pay $5000.00 a year for a policy that doesn't cover anything but the house. I have more value inside then the house is worth.
Barry of Pensacola, FL (02/25/06)
I was told my insurance was being non-renewed because of my dog (a rottweiler). I have been insured with Nationwide insurance for about 10 years.I have owend my dog for almost 8 years. He has arthritis in his hips and he stays inside most of the time. My yard is fenced and my property is kind of remote.
I believe I am being non-renewed because of hurricanes in Florida and they don't want to insure me. I have only filled 2 claims in ten years, both due to hurricanes.
I never had a problem until I filed a claim - isn't that special!?!
Jo-Ann of Bristol VA (6/6/02):
We have had insurance with this company for many years. Someone was sent out to each insurance client's home recently to take a survey of the home and premises. We received a letter demanding that we remove a Rottweiler from our premises in order to remain eligible for coverage.
We have until September 9, 2002, to remove him. This dog is old, sick, and has not been a threat to anyone. Just because he is in the list of breeds that they want to do away with, he has been discriminated against. It is not right for dogs of a certain breed to be subjected to this treatment, just because they decided to do this lately. A lot of dogs will be put to death because they can't be relocated. A stop needs to be put to this discrimination.
This Rottweiler is a mixed breed, but because he looks like a Rottweiler, he is being discriminated against. I understand that this onsite inspection is going to continue for three (3) years. Think of the devastated owners of these animals, and the stress that it will cause the animals.
Michelle of Lorton, VA, writes:
My parents were living in their dream home at Sandbridge Beach, Virginia Beach, Virginia, when their home caught on fire on March 31, 1999. My father ran into the house to save my mom. We lost them both when they were killed in the fire. The home and all of its contents were a total loss.
Our adjuster, Olden, told us many times he would make sure we got the amount of the policy on the home and the policy for the personal contents. Olden Moore has since required a detailed household inventory from us. He also insisted we we be deposed on the inventory we submitted. We also submitted affidavits to verify the personal property contents.
Nationwide is refusing to pay the amount of the insurance on the home so we (the children of the deceased) can pay off the mortgage, forcing forclosure on the land. Mr, Moore also refutes our claims of the personal inventory damages. Every time they make us an offer it goes lower and lower. They are trying to wear us down and force us to take an offer that is unjust and unfair.
The estate does not have that much money in it. We cannot even pay off the mortgage with it and everything was lost. We have nothing left - family photos, videos, personal items, nothing to remember of our family. This has put a huge strain on us kids. Preparing the inventory for Olden took us months. Now he claims were are lying about it. My brother lost his job trying to do everything Nationwide has asked.
I, the executrix, had to find a new job because I used so much leave at work. I have submitted the inventory, been deposed, had to attend grief counseling and am being treated for major depression as a result. Nationwide is costing the estate a fortune in legal fees because they know at some point we will have to give up because we have no money.
Everything my mom and dad worked for their whole lives is being drained away because Nationwide refuses to pay the policy. Dad had Nationwide for over twenty years and had a million-dollar wrap around policy for everything, Mom is a former employee and this is how they treat their customers. The have not "been on our side" since the accident occured.
James of Wellsboro, PA, writes:
Two and a half years ago we had a fire in our home. The house was rebuilt. The problem is our furniture and clothes. They were supposedly cleaned to pre-fire condition but they were not.
We told the adjuster that our daughter has a severe asthma condition. He said it will be no problem. We went to where the furniture was being cleaned. The smell of smoke and cleaning fluid was all my wife and I could smell. We looked through our items for about an hour. We both left with very bad headaches and my wife was having chest pains.
Then the clothes came back from the cleaners. My daugther was at school; my wife and I put all the clothing in the upstairs closets. A short time later when our daughter came home it took her ten minutes before she had a major asthma attack. We got her outside and she had to use her inhaler.
While my wife took care of her I took all the clothes out of the house and put them in a detached garage. We had to open all the windows to let the house air out. It took a few hours until she could come back into the house.
When I called the adjuster he said he would come check it out. When he came a few days later of course he did not smell anything. He said we were trying to rip off the insurance company and we will never win. He said we were plain liars and thieves. I asked him to leave and we called an attorney.
The past two years we have been stalled, lied to, and blown off. We had two arbitration hearings. The last one was May 16. Right after that the adjuster resigned!
Now we are told we have to wait for another adjuster to get up to speed. Well, last week we got his list. It was only a third of what we estimated. Now we have to wait till we can set up a meeting with him to go over all the lists again. My wife and I have spent hours and hours getting all the information they wanted, doctor notes and numerous trips to the warehouse which is an hour drive each way. I feel we have been more than patient. I believe they think they will wear us down. Well, they are mistaken.
We put out a lot of our money for items that were in the warehouse but were needed for our daily lives such as dishes, utensils, bedroom sets, kitchen table, all of which is down in the warehouse and has been for over 2 1/2 years. Emotionally we have been through the ringer and back. I do not know how much more we can take or when this whole situation will end. We were told by the adjuster that if we tried to sue that we would lose.
We referred this complaint to Richard Gunter, who has 30 years of experience in the insurance industry, including positions as President and Vice President of five major companies. His response:
In this instance the claimant may be pushing the limit by asking for too much and the insurer may be overly cautious. In either event, the company may be playing games via the adjuster, who sometimes is an independent being paid something like a commission to save the company money. It could be that Nationwide should be made aware of this problem directly by going over the head of the adjuster or the adjusting service, as the case may be.
"We went to where the furniture was being cleaned.The smell of smoke and cleaning fluid was all my wife and I could smell" ...
This was possibly the claimant's first mistake. Once they smelled the cleaning fluids there is no way they would ever be able to disassociate the furniture from the smell. It is pretty much the same with the clothing. My folks were in the cleaning business and frequently it would take more than one dry cleaning to remove the smell of smoke and any clothes dry-cleaned are going to retain the smell of the cleaning solution unless aired out completely. Perhaps the claimant had never dry cleaned anything of his daughter's.
I wonder why they didn't accept the items that would not have retained the smoke or cleaning smell, such as dishes, utensils, etc..
On the other hand if two arbitrations have proved fruitless, why don't they have a court date? Is the attorney dragging his feet?
For me, the next step would be to provide the Commissioner of Insurance and/or the Attorney General of the State of Pensylvania, if that is the state of residence, with copies of all proceedings. Both these offices are there for the consumer and will take action. They will go directly to Nationwide.
James replies:
Your Question: Possibly we were asking for too much? I had a replacement
cost policy and I only received less than 50% that was deemed by the
insurance company. Where can you go and tell someone that you want to buy
an item but you only have 50% of the value, then you have to send the
receipt to the insurance company and when they get the time they will send
you back the difference! Are we asking too much? All we asked for was to
have the damaged items replaced.
Your Question: When we went to the place to see our items that were cleaned
and we smelled the chemical and smoke odor we could not separate ourselves
from this? We have several different items of clothing, items from our home
and cassette tapes and disc that to this day still smell like chemicals and
smoke. It has been 2 1/2 years - how much longer do we need to give the
items to lose the odor?
Your Question: Your parents owned a dry cleaning business and the items do
smell a little bit when they come back? We have had clothes dry cleaned in
the past and they have "never" come back to us smelling so strongly of
chemicals and smoke. Once again, 2 1/2 years should have helped get the
smell out but it hasn't.
Your Question: Why didn't you take the dishes, utensils, glassware back?
We were told by the owner of the cleaning place that they usually do not
clean the dishes or glassware due to the heat of the fire causing them to
crack. When we went to the warehouse we noticed numerous items of glass
already cracked and/or broken or had spider cracks throughout.
Your Question: You had 2 arbitrations so why haven't you had a court date
or is your attorney dragging his feet? We requested back in February 1999
to our attorney that we would like to have a court date. He advised us that
the arbitration hearing was a much faster way to go. We would be more than
glad to go to a trial and put Nationwide's former adjustor, Patrick Cassidy,
on the stand. Mr. Cassidy no longer works for the company.
Your Question: What about going to the insurance commission? Our response
- what a joke. We sent them the entire form with all our documentation and
absolutely nothing was done. We received a form letter from the insurance
commission stating that Nationwide was doing all that they were required to
do.
The last 2 1/2 years we have been made to feel like criminals and we are
not. We just want what we paid for and that is replacement cost, not what
their adjustor thinks he can get away with. We feel the adjustor kept the
payment down so that he could get a pay raise or promotion.
A final observation: Everyone is always eager to go to trial but they tend to overlook the enormous expense involved. It would cost many thousands of dollars to try this case and the outcome is at best unpredictable. James' lawyer may have a good reason for dragging his feet. Insurance companies lobby the state legislatures very effectively and have the laws and regulations set up just the way they want them in most states. It's hard to win against them.
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October 16 2008
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