2
out of 5
POSTED: | BY: Nancy Bravo
H U G E Lack of Communication
I have my 5 cats under Nationwide since October 2021. I recently tried to used it bc my cat was diagnosed w ringworm. I noticed he was not on my Nationwide pet account, so I called & they let me know his policy was cancelled. I was confused bc when I signed up my cats, this specific cat's policy was duplicated & they let me know they would cancel the duplicated policy (leaving one policy active). I assumed everything was correct & activated. I did not need to use his policy until his ringworm diagnosis. So when I was on the call w Nationwide & they were telling me both his policies were cancelled, I was confused. I was told they could reinstate him, but I would need to pay the premiums I had not paid (10 months worth) bc his policy was cancelled. My second option was to create a whole new policy for him and only pay the first month and the installment fee (i think it's called), which would be A LOT cheaper. However, bc he was diagnosed with ringworm, that would count as a pre-existing health condition if we were to create a new policy for him, which would not be covered. I was upset at the fact that they did not clearly communicate the fact that both his policies were cancelled 10 months ago - their answer on the phone was "we called you in December 2021 & you did not answer so we left a voicemail". One S I N G L E voicemail, I went back to my voicemails and noticed it was buried in the many spam voicemails I receive. In the voicemail, it was mentioned that one of THEIR representatives did in fact mess up and cancelled both policies. I would have liked if they tried to call at least a second time, since it was THEIR mistake both policies were cancelled. When I was reinstating him, they mentioned that I would have to pay about $250 in premiums. I called the next day to make a payment and a representative told me it was going to be $500 something... I was shocked & did not understand where that amount came from. I asked to speak to a supervisor & while the representative placed me on hold to get their supervisor, she said, "sorry I miscalculated, it's actually $250". I no longer wanted to speak to that representative as I felt she was providing me w incorrect amounts. When the supervisor answered, she confirmed it was $250 and then mentioned that I was not being given the bundle discount for my cat so she added that... the $250 payment was made and I thought I was done with this mess & the policy was reinstated. THEN, the next day, I noticed I had TWO charges from Nationwide in the amounts of $250 and $237. I did not understand why I was being charged twice, so there I go again to customer service. When I called, they let me know they had charged me the incorrect amount ($250) & had charged me the correct amount instead ($237). Like what????? This was HIGHLY unprofessional in my opinion bc they DID NOT notify me in any way that they would be charging my card again, nor did they communicate what the charge was for, or that they had made another mistake in calculating the reinstatement fee. They let me know they could not do anything about the pending double charge & that I should contact my bank account. It was a complete disaster bc I have automatic bills that were to be paid with the amount that Nationwide charged. I am very disappointed in their lack of communication and lack of training for representatives.
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