AAA American Air Conditioning and Heating

Complaint: ***
I am rejecting this response because:I agreed with the coverage at the inception of my policy and I failed to adequately securitize my coverage in the subsequent yearsHowever, my failure to question Traveler’s practices does not give it the authority to increase my coverage without any adequate reasonAn “Inflation Coverage provision” should not increase my coverage on average of over 5% per year for the life of the policy, especially in the last years during the economic crisis, this may have been adequate for the first few years of the policy
I’m still seeking two additional years of credits
Sincerely,
* *** ***

A response was sent to Ms*** on October 28, from Travlers
Travelers was unaware of her intentions to cancel her policy as no contact was made to the *** AgencyIn the case that she does not contact Travelers with her intentions to cancel, Travelers will send a
cancellation notice if we do not receive payment on the first mailed bill. The *** *** requires all carriers to offer coverage until the date shown on the notice of cancellation
In review of her inquiry, Travelers has back dated the cancellation of her policy to June 27, 2014, her intended cancellation date, which brings her balance to $0. Collections has been contacted and advised she has no balance due and to stop collection activity

A response was sent to *** June 26, from Travelers *** ** Business Center as follows:
"Thank you for your recent inquiry to Travelers
through the
Revdex.com. We appreciate
the opportunity to address your concerns
I
would like to thank you for taking the time to speak with me today regarding
your Rental Dwelling policyI am pleased that we were able to review the
account in question and provide you with a continuation of coverage beginning
April 29, Additionally, please accept my most
sincere apologies for your overall service experience with Travelers and *** Insurance Agency. We pride ourselves on delivering the best customer
experience and sincerely regret not meeting those expectations for you."

A response was sent to *** *** on 7/11/from Travelers ** *** ** Claim Center
The response explained that Travelers Claim understands *** *** does not have reliable cell service and Travelers has offered alternatives to facilitate communication ***
*** expressed his willingness to meet with a Travelers representative and it is Travelers hopes to secure all information needed to complete it's investigation at that time

A response was sent 12/11/
I understand that you have replaced your auto coverage with another carrier on September 30,
"> Unfortunately, I was unable to locate a request prior to your recent call with our service center on November 23,
The cancellation of your policy was processed effective September 30, 2015. A refund was sent back to your bank account on November 30, 2015. I have included a confirmation letter for your records. No further billing will occur under the policy captioned above

A response was sent 12/23/2015:
Travelers completed an extensive review of the homeowner's policy and apologized for the service provided
"> Regrettably, the notice she received dated 12/7/was mailed despite approval for reinstatement of the policy during a telephone conversation on 12/3/We have shared her experience with the appropriate areas.
Per insured's request, we have cancelled her auto and homeowners policies as of December 10, 2015. A refund was mailed on December 17th in the amount of $683, with a credit for an additional $coming in the next 7-days for the revision of the cancellation to December 10th. In addition, a refund of $is scheduled to be deposited back into her bank account on December 24, for her automobile policy.
We're sorry that this experience ultimately resulted in the loss of her business. We thanked her again for this opportunity to review her account so that we may learn from her experience.
Contact information was provided should she wish to reach back out to Travelers

A response was sent to Ms[redacted] on 11/21/as follows:
"Our investigation of this
loss indicates the dishwasher in the home had been leaking for a period of
several months
""> Deterioration was noted
in the area of the leak. Unfortunately
your policy of insurance the [redacted] does not provide
coverage for this type of loss, I refer you to the denial letter that was
mailed to you dated October 13, 2014, a copy is enclosed with this letter The policy contains exclusions for repeated
seepage, wear and tear and deterioration
We also handled a claim for
this damage with a date of loss of May 9, 2014, claim number [redacted]. The information provided by your plumber
shows the leak had been ongoing for at least two months prior to the May 9th
date of loss. This claim was also denied
based on the exclusion for repeated seepage,
wear and tear and deterioration I
have enclosed a copy of this letter
I hope this responds to your concerns."

A response has been sent 10/19/2016....
"I am responding on behalf of Travelers Property Casualty Company of America (herein referred to as Travelers). As we discussed during our in-person meeting on October 7 th , I will await additional correspondence from you to confirm all claim related repairs have been addressed. Once you are comfortable all has been addressed, please contact me directly to finalize resolution as we discussed."
 
Contact information was provided in the response letter.

A response was sent to Mr. Frazier, April 11, 2014 from Travelers Spokane WA Business Center as follows:
"Thank you for your recent inquiry to Travelers...

through the
Revdex.com.  I appreciate
having the opportunity to address your concerns in this letter. 
First, please accept my apologies for your overall service
experience.  We strive to provide the
very best customer experience and regret not meeting those expectations with
you.  After a careful review of your
former account with Travelers, I have identified the following:
Travelers Auto policy xxxxxx938
1011
·        
Effective
March 29, 2013 a policy change was issued by the Missouri General Insurance
Agency to add a 2013 Kia Rio to your policy.
·        
On
October 1, 2013 the agency contacted Travelers inquiring about the 2013 Kia
Rio; it was found that the vehicle was not added to the April 07, 2013 renewal
at the time the vehicle was initially added to the insurance policy.
·        
On
October 1, 2013 the 2013 Kia Rio was added to the automobile policy effective
April 07, 2013 to prevent a lapse in coverage. The increase in premium for this
change was $904.00 for 6 months. At the same time the 2013 Kia Rio was added to
the renewal policy effective October 7, 2013 with an additional corresponding
premium of $869.00.
·        
Effective
December 8, 2013 the policy canceled for non-payment leaving a remaining
balance of $1496.50.
Mr.
Frazier, we are sorry for the inconvenience this has caused you.  Your account balance is the premium owed for
coverage provided on the 2013 Kia from April 7, 2013 through October 7, 2013
and for coverage provided for all four vehicles from October 7, 2013 through
the cancellation date of December 8, 2013. We understand this is a significant
balance, please feel free to contact our Special Collections Unit via the
number on your notice so that we may be able work out payment arrangements with
you."

Complaint: [redacted]
I am rejecting this response because:
 Again, I only owned the car since December 2013. I had not owned itfor 6 months. No time during that ownership had I gone without coverage for 30 days. I sent proof to the agency as well as the person that was handling the claim to forward it to the underwriter. When I spoke to the agent they failed to state that I should call back. That was not the case, had it been so, I would have. I have proof of the coverage for the time I initially purchased to the time I had Travelers Insurance. They only asked for the previous carrier before then. Also, the agency never contacted me regarding anything needed in April.
Sincerely,
[redacted]

A response was sent from Travelers Claim and Underwriting Departments 10/18/2016 under separate cover.  
Underwriting responded: 
In your...

correspondence, you have requested that the policy be cancelled and a refund issued to you.  We would be sorry to lose your business.  If you have obtained other coverage and wish to cancel your policy, I have enclosed a cancellation request form that you can return to us.  You may also contact your agency, [redacted] for assistance with your request or to review your coverage.
 
Claim responded:
 
Our investigation revealed that we had received an estimate for replacement of a complete
heating and cooling system. However, the HVAC company had not provided as requested
information on the original unit, cause of damage, or extent of damage found so we could
determine what coverage would be available under your policy. The company, Donan
Engineering, is independent of Travelers. They were engaged to inspect and provide an
independent opinion to the cause(s) of damage and extent of damage. The forensic technician
found that the blower wheel failed due to normal wear and tear. The policy specifically excludes
coverage for wear and tear. The technician did find a visible leak in the outdoor coil from a nail.
There were no other damages found to your HVAC unit. The cost for a service call would be
$185, the cost for repair of the leak and to replace the freon would be $500. The cost to replace
the blower wheel would be $150. Even if we include the cost of the blower wheel, which is not
covered by the policy, the total cost of repairs would not exceed your policy $1000 deductible,
therefore we are unable to issue a payment for your loss.
While we want to provide quality service to you, we cannot pay more than what is covered by
your policy contract. As the covered damages were less than your deductible, no payment was
made.

A response was sent 12/16/2015 - outlining all payments made.
My findings conclude that the balance due was for the time which coverage...

was provided through August 18, 2015.  In your inquiry to the Revdex.com, you mentioned a payment that was made on the date you requested cancellation of your policy.  Unfortunately, our records do not reflect that we received this payment.  Enclosed, please find a summary of your billing activity from May 18, 2015 – October 29, 2015.

A response was sent to [redacted] on August 29, 2014 from Travelers [redacted] Business Center.
Regarding the inspection, when a policy is issued we
routinely inspect the homes to confirm the dwelling features and to make
certain that the policy limits are sufficient to protect the home in the...

event
of a total loss.  The report we received
from the company that inspected your home indicated the replacement cost of the
home was higher than the coverage you carried. Travelers does require the homes
they insured to be covered at 100% of the replacement cost. Due to this
requirement your coverage was adjusted accordingly effective July 25, 2012 per
the prior notification we mailed to you.
In
reviewing your account closely, Travelers has made the necessary adjustments to cancel
the risk effective May 23, 2013 as you purchased other insurance. This
adjustment will lower the amount due on the account by $75.00; your future bills will be adjusted
accordingly. Unfortunately there will be a remaining balance, which will be
provided by the [redacted] Corporation, as additional coverage was provided to you
based upon the inspection results.

A response was sent to [redacted] on 5/4/2015 as follows:
"Thank
you for your recent inquiry through the Revdex.com.  We...

appreciate the opportunity to address your
concerns.  
First, please accept my apologies for your overall service experience. We strive
to provide the very best customer experience and regret not meeting those
expectations with you.
I have reviewed the billing
portion of your account thoroughly.  (An explanation of the homeowners and
homesaver policies was provided in detail in the response letter.)
I was unable to locate a
cancellation request from you by phone or in writing on either policy.  If coverage was replaced prior to the
cancellation date noted above, we would be happy to adjust your homeowner’s
policy. I have enclosed a cancellation request form that you can sign and
return along with proof of other coverage. Upon receipt, we will promptly
update your policy and adjust the balance due accordingly. 
I hope this letter provides
you with an adequate explanation for the balance due.  Please feel free to contact me (contact information was provided in the response
letter)."

Complaint: 9996858
I am rejecting this response because:
I have reviewed the response from Travelers.   Documentation that I received in March of
2013 implied that the Rio was added.  It
seems that miscommunication occurred at some point.  However if the premiums that are included in this response
were submitted to me in March this coverage would have ended at that
point.  Just as when I received the
inflated quote, I sought another company. 
This error is by no means my fault & I should not be held
accountable. 
 
Sincerely,
Kurf Frazier

A response was sent today 7/21/2016....at the time Mr. Abbey was added as a licensed owner to auto policy there were no accidents of violations reported to Travelers and the policy was rated accordingly.  Upon renewal Travelers obtained a Motor Vehicle Report which reflected a major...

violation, previously unknown to Travelers.  As a result physical damage coverage was removed as of the 2016 renewal and coverage placed within the [redacted]a Reinsurance Facility. Copies of that notification were enclosed with the response letter.  Regarding the personal articles policy....bills had been mailed however payment was not received.  Additional documents were sent (copies provided with the response letter) and policy would reinstate if payment received by August 14, 2015, the policy was not reinstated because payment was not received.

A client of Travelers Insurance took out my fence and my gate plus damaged my land and trees. TRAVELERS INSURANCE told me we know what you have is worth at least $1271 but we are only giving you $790. Giving only 6 hours labor for a 2 day job. Wanting me to hand dig the large fence posts out of the ground. This company only gave 6 hours to remove my damaged fence and install new. Plus fix land and damage trees. They have left many 50+ pieces of glass and sharp car parts across my property some are large. Travelers Insurance is / was a BIG Disappointment. I give this company an F- rating.

A response was sent to [redacted] on August 11, 2014 from Travelers Rancho Cordova CA Claim Center as follows:
"This letter will...

serve as a response to your complaint to the
Revdex.com ID of [redacted] submitted on 8/7/2014 for the above
referenced claim.  I am a manger in the
claim center where the loss was handled and I have reviewed your request and
the claim file including the information provided by you, [redacted] Management,
and [redacted] Community Association.
You were assessed $4510 by the Board for the [redacted] Community
Association.  In the correspondence the
Board identified that the special assessment was “to pay back the reserves for
the sprinkler pipe repair/replacement project and backflow preventers”.  Your policy does provide coverage for
assessments if caused by a peril insured against."
"
After a careful
review of the facts of the loss, claim process, and policy we have determined
that the coverage determination and payment made were correct and reflects the
company's final position regarding this claim. Our decision is based upon the
information and documentation we received in connection with our research of
this claim. 
Your policy may have
other terms, conditions and exclusions that apply to this claim. We do not
waive any rights, including our right to deny coverage, for any other valid
reason under the policy or at law."

A response was sent 11/8/2016...
Our research found that, you, do not live at the "residence premises" and that the items stolen belonged to [redacted] G. [redacted] G does not meet the...

definition of “you‘’ or any ‘’insured". Unfortunately, your policy does not extend to provide coverage for [redacted]’s personal property.

A response was sent to Mr. [redacted] 1/30/2015:
We have thoroughly reviewed our policy records and I can confirm we updated
your billing to continue monthly payments as was agreed to when you spoke...

with
our representative on January 16, 2015. I am sorry for the delay in this
billing change but see that this information was given to you on January 22,
2015, the day after you contacted the Revdex.com.
As discussed on the call on
January 22, 2015 with our service representative, you have a payment of $156.33
due by February 13, 2015.