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The travel policy I purchased supposedly had up to $270,000 of evacuation insurance. I was injured in Reykjavik, Iceland, breaking my left femur and shattering my right elbow. The leg was surgically repaired in Iceland and I needed to travel back to the states for elbow surgery.
My surgeon cleared me to fly home in an air ambulance lying down. I found Angel MedFlight to provide this service. Nationwide was contacted, asking them to provide a retainer for $68,900 and they DENIED the request, offering instead a commercial flight in business class with the assistance of two nurses, even though the policy recognized that an air ambulance was an acceptable mode of transportation for evacuation. They also mentioned that I could choose the air ambulance, but I would have to file a claim after the fact to possibly get reimbursed!
This behavior is totally unacceptable! How many people have access to this amount of money under an emergency situation? The reason people buy this type of insurance is to be taken care of hassle free. Nationwide fell flat on their face in this regard.
Tried to discuss a potential issue via the 800 number provided only to realize that the business office could only be reached during normal working hours for the eastern timezone. The people I was able to reach during the weekend were unable to assist with my questions... this caused me to worry all weekend until I could reach someone on Monday.
Didn't really care for Nationwide after I was finally able to talk with them. I do not believe I would insure with then again.
I called when I was stranded in Toronto due to cancelled flights and experienced some of the worst customer service I have had in a very long time. The person I spoke with was rude and laughed when I asked her if she could help. She said I had to figure out what to do and could submit a claim later. She said we don't do anything except tell people we cant't help them and then process a claim later. She then laughed again and terminated the call.
So here I was in a very difficult situation and got laughed at when I called about a policy I thought could help. I understand now that this is a scam to just get money out of people and accept that I was clueless and gullible, but she certainly could have been more professional when dealing with a customer.
I have been a Nationwide customer for 40 years and have covered every home, auto, boat and possession I have owned through Nationwide. I am rethinking that now and pursuing quotes from other companies.
I requested a claim, was sent the paperwork, completed the paperwork, and have heard nothing from nationwide, yet. I was unable to go on my trip because of injury.
I did not file a claim, but I did call the company upon return from my trip to explore the possibility of filing a claim due to luggage delayed by more than 24 hours. I probably could have determined this by reading the full policy, but since I did not make any purchases for items needed due to the luggage delay, I had no basis for a claim. However, in discussing the claims process with the agent, it was apparent to me that the amount of substantiating paperwork on both the luggage delay and the purchases is significant. So much so, that I believe I would have had to spend a significant amount of time with the airline to get the documentation of the luggage delay that Nationwide Mutual required. I'm not sure they are any different than any other company on this, but I thought I had what would be required until I talked to them.
Our trip was interrupted due to fires in train stations in France. We’ve submitted pages and pages of evidence, as requested, and are waiting for a reply from Nationwide.
When I called customer service to inquire about filing a claim for lost/stolen glasses on my flight, the customer service representative said “if your glasses were stolen from your baggage, you can file a claim. But first you must file a claim with the airlines which is a lengthy process and then you will file a claim with us- a very lengthy process and the claim will most likely be denied.” At this point, I lost complete faith in this company and realized that my insurance policy was a complete waste of money. I’d never buy travel insurance again with this provider!
Your customer service representative was courteous and efficient during my phone call. Explained my benefits and told me all that i needed to file my claim. Also I was sent an email with the necessary instructions and claim forms. My claim will be in the mail shortly.
Due to a serious illness, we had to cancel our trip one month before the trip. We filed our claim on August 6th. We received our refund for the hotel within 2 weeks. We are still waiting for the refund for airfare. We filled out a bunch of forms, provided all the information requested. We received confirmation of paperwork on Aug. 6th and told that review would take 15 business days and if we heard nothing during that time, our refund would follow shortly. Two days ago we received an email asking for another form to be filled out and once that was received, we would be back under review for another 15 business days. We could not open the encrypted form and had to call and get them to resend it as unencrypted. I asked about the 15 business day delay and the representative told me it may not be that long but they are backed up.
We are experienced worldwide travelers and this was our first experience with travelers insurance. It may be our last.
I emailed them 2 days ago to ask about documenting my claim. I have not head back yet. That’s not good customer service .
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