AAA American Air Conditioning and Heating

A response was sent to Mr. Wade, March 26, 2014 from the Travelers Knoxville TN Business Center as follows:
"Thank you for your recent
inquiry to Travelers through the Revdex.com.  I appreciate
having the...

opportunity to address your inquiry in this letter.
I have reviewed your policy
and claims from September 27, 2010 and October 13, 2010 and per our notes, I see
that we covered the water and sewer damages to your home on both claims to your
satisfaction. Due to these two claims, you are ineligible at this time for a
Travelers policy.
In your letter you are requesting that Travelers
secure a check from [redacted]o pay for one of your claims. Subrogation
is handled through our claims department and I have forwarded this information
on so please expect a response from our claims department in the near future."

Complaint: [redacted]
I am rejecting this response...

because: The offer reduces late charge for which the company was responsible for but it does not address the misinformation given to us by the customer service representatives which put us in a situation where we were not insured and cost us additional premiums. It also does not change the problem of misinformation to the public.
This is not was insurance should be. 
Sincerely,
[redacted]

Travelers is a scam for insurance company they are the worst customer service, the billing system is all screw up then the management with the consumer complaint department admit the error of the billing is due to a glitch in the system also admit of Miscommunication among the agents and yet did not solve my issue. I would not recommend for anyone to use this company

A response was sent to [redacted] on September 4, 2014 from Travelers Pennsylvania Claim Center as follows:
New Roman';">"On or about
June 20,2014 you contacted us to inform us of the problems with your rear
bumper cover which was replaced due to the December 16, 2013 loss.  The problem being poor fit and the paint was
peeling.  Around that same time we found
out the repair shop, Prosser’s Auto Body, was going out of business.
Travelers
investigation is now concluded.  We along
with PP&G paint suppliers will be covering the cost of replacing and refinishing
the rear bumper cover with a new OEM cover at no cost to you.
We appreciate the
opportunity to respond to the issues raised in your complaint."

/>
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I just emailed the form back this morning.
Sincerely,
[redacted]

A response was sent to [redacted] from Travelers Naperville IL Claim Service Center as follows:
 
“Your complaint of July 8, 2014, has been forwarded to me for a response. Travelers Personal Insurance Company (“Travelers”) issued a homeowners policy to you beginning November 18, 2010 and renewing annually.  You have expressed concern with the denial of the roof damage based on the wear and tear and contest that the roof does in fact have storm related damage.  
 
June 23, 2013 claim (Claim No.: [redacted]) Travelers was notified on September 18, 2013 by you that there was hail damage to the roof and exterior of the home from a June 27, 2013 hail storm. This claim was assigned to Claim Professional [redacted]. [redacted] contacted you on September 18, 2013. You explained that the tenant at this rental property had noticed water leak in the ceiling of the home. After a roofer came out to inspect they determined that there was hail damage to the roof. [redacted] explained the claims process and set an inspection for September 20, 2013 with you and a roofing consultant, [redacted]).
 
On September 20, 2013 [redacted] inspected the loss with you, your contractor [redacted] and [redacted]. The roof of the home was inspected first and we determined that there was no hail damage to the shingles on the roof.  The roof was deteriorating and showing signs of heavy wear and tear. The four layers of shingles on the roof along with poor ventilation led to the advanced deterioration that was exhibited. There were no signs of wind or hail. Next the garage roof was inspected. This roof had one layer of shingles and was in better condition than the house roof. There was also no wind or hail damage seen on the garage roof. Next the siding on the home was inspected. There was no wind or hail damage to the siding. There were mechanical marks on the aluminum siding but no marks that were consistent with hail damage. Finally an inspection of the interior ceiling leaks in the bathroom and the dining room were inspected. There were two leaks that damaged the paint on these ceilings. [redacted] wrote an estimate for these repairs due to these leaks. This estimate totaled $479.48. Your policy carries a $500.00 deductible so no payment was made as the deductible had not yet been reached.  [redacted] explained his findings to you and [redacted] while at the home. At that time you requested a re-inspection. [redacted] informed you that you would be able to speak to his manager about the possibility of a re-inspection.
 
On September 23, 2013 you spoke with Unit Manager [redacted] in regards to the loss. [redacted] explained that we would not be re-inspecting the loss as we had a roofing consultant on site with your contractor and no hail or wind damage was found.  He explained that our weather research showed there were no hail events in the area on the date of the reported loss and no signs of hail damage seen at the inspection. There were also no signs of wind damage. On September 23, 2013 [redacted] called to review the estimate for the repairs to the bathroom and dining room ceiling. The call was ended at your request. That day [redacted] mailed a copy of the estimate and a letter explaining that at that time the loss was under the $500.00 deductible.
 
June 23, 2014 claim (Claim No.: [redacted])- On June 25, 2014 Travelers was notified by you that there was storm damage to the same rental property which was allowing damage to the bathroom and kitchen ceilings as well as the basement from a storm on June 23, 2014.  This claim was assigned to Claim Professional [redacted] contacted you on June 25, 2014 and you explained that along with the damage mentioned above there is some damage to the gutters which is allowing the water to enter into the basement. [redacted] explained the claims process and set an inspection for June 27, 2014.
 
On June 27, 2014 [redacted] met with you and your tenant at the rental property to inspect the property. [redacted] Claim Consultants also accompanied [redacted] to assist with accessing the roof. First the interior of the home was inspected. The same leaks that were seen on the prior claim were still present and had not been repaired. There was an additional leak in the hallway of the home. [redacted] wrote an estimate to make the repairs in the hallway. This estimate totaled $405.86. As with the prior claim your policy carried a $500 deductible. Therefore no payment was made for the hallway damage. There was also water damage noted in the basement of the home. Next the roof was inspected. The same wear and tear damages were present from the initial inspection. There was no hail or wind damage present and the roof was in the exact same condition as it was at the initial inspection in 2013. The gutters of the home were clogged and filled with water at the time of the inspection. During times of rain the gutter overflows and water pools along the exterior of the home. This water then seeps into the home through the foundation which is causing the water damage into the basement. [redacted] explained that this seepage of water in through the foundation is not covered under the policy. On June 30, 2014 a copy of the estimate for the hallway repairs, a letter explaining those repairs were  under the deductible and a letter explaining why the seepage through the foundation was not covered was mailed to you. [redacted] also called and explained the same.
 
We value your business and we are sorry that you are not satisfied with the claim decision.  Travelers understands that you would like to have the roof on your home replaced, but under the terms of your contract with Travelers, it will not replace roofing that is damaged by wear, tear or deterioration.  
 
We trust this response will serve as sufficient explanation of our position regarding your claim. Please do not hesitate to contact me if you have any further questions.”
 
 
[redacted] [redacted] Sr Compliance Consultant | Corporate Compliance, Consumer Affairs
Travelers
[redacted] [redacted]  
[redacted]
[redacted]   **  [redacted]

A response dated 4/30/2015 was mailed from Travelers on 5/5/2015, the business area was awaiting a reply from the agent.  The response is as follows:
"I am writing to you in...

response to your correspondence sent
to the Revdex.com on April 19, 2015. You stated you received a bill
for a business auto policy you never signed up for.
The policy referenced above is a Business audit policy
issued by Travelers and brokered through SmartChoice Insurance Agents with an
effective date of  November 28, 2014. Our
records show the yearly premium totaling $#,###.00 with a total of $#,###.00
having been paid toward the premium.
 I
f you never intended to have this coverage or have placed
coverage with another company please contact our service center for cancellation
assistance. We may be reached at (contact # provided) option # 3, our hours of
operation are 7 am to 8 pm Monday through Friday.  
I hope this information has helped with the questions
regarding the bill. If you have any additional billing questions please feel
free to contact me directly at (respondent phone number provided)."

Following an accident by this company's client that totaled my daughter's car, Traveler's gave us a low ball offer for her car, by several thousand dollars. All we asked was enough funds to purchase a similar aged car ( 10 years old). The initial offer took the company several weeks. Now over 2 months later, Travelers has refused to budge, despite many many exchanges and proof of the value of the car. The Travelers staff have been unresponsive for many weeks at a time, and have refused to consider the copious comps we have provided them.
The business practice of this company is to make sure that they provide substandard service to those their clients have wronged, dragging put the process so that the aggrieved party must settle for pennies on the dollar. A deplorable company.

A response was sent to [redacted], 7/3/2014  from Travelers [redacted] as follows:
"We acknowledge receipt of the Revdex.com complaint submitted to The Travelers Home and Marine...

Insurance Company
on June 27, 2014 regarding the above captioned claim. We will recap the pertinent facts of this matter below.
On May 11, 2014, you reported a claim for water damage to your property located at [redacted],
at which time you indicated that the water damage was discovered on May 9, 2014. Thereafter, we contacted you on May 12 and inspected the property on May 13. Based on our inspection, we determined that the damage to the home was caused by water leaking from the plumbing pipes for an extended period of time and, on May 19, we communicated our coverage determination to you. 
You requested a reconsideration of our position because you did not agree with our coverage determination. As a result,
Travelers sought the services of an independent engineer from [redacted] to inspect the damages and to provide us with a written report of their findings.
On May 21, the engineer, [redacted], inspected the loss and supplied us with a written report on June 19. Per the report,
it was [redacted] opinion that the damages to the home were caused by repeated exposure to moisture from plumbing piping,
plumbing fittings and plumbing valves and not by a sudden escape of water from the plumbing system. After our review of the report, w
e contacted you to relay the engineer’s findings. In addition, we followed up with a written denial letter, which included a
copy of the engineer’s report. Both documents are provided with this communication."

Complaint: 9965077
I am rejecting this response because:
My wife never signed any policy. Check your record for this, and nobody drives in the USA for 2years with an international lincense.
Moreover, no copy of her lincense was submitted to your office.
She was only listed in my statefarm policy as an adult in household that is over 18years.
Sincerely,
Ayere Aluya

Complaint: [redacted]
I am rejecting this superficial response because:  The Travelers representative informed me that review period included four years, finding 3 weather related claims.  They also admitted their original letter was incorrect.  Two of the weather claims the same incident but Travelers wanted them to be recorded as separate, at the start and conclusion of this past record setting winter.  Total of all claims paid for homeowners has been less than $14,000 over the 4 year period of review. 
I am a senior, long time customer and all of my policies have been exclusively with Travelers.  I vehemently object to The Travelers Underwriting Department callously dumping long time customers from weather related (Act of God) instances.  And, it wasn't like I got a new kitchen out of the insurance payments; only the basic, necessary, weather related repairs.
Travelers is now refusing to refund my claimed expenses off-setting depreciation and has been extremely abrupt in their perfunctory review.  I expect reinstatement, and refund of all added costs from their surprise notice to cancel my homeowners policy.  Their actions, without warning or any notice of concern, put my [redacted] mortgage in jeopardy, added expense finding an interim [redacted] policy and adding previously covered liability from another company.  Additionally, my group discounts with Travelers that I've worked to build up will now be lost.  Lack of Travelers warning, relative short notice and insensitivity have added a great deal of unnecessary stress that should be required.  Thank you.
Sincerely,
[redacted]

A response was sent to [redacted] on July 28, 2014 from Travelers Denver Claim Center as follows:
This letter is in response to
your complaint filed on 7-27-2014 with the Revdex.com.
The Travelers Home and Marine Insurance Company (hereinafter “Travelers)
was made aware of your claim...

on 6-25-2014. 
Upon notice of the claim it was inspected at your shop of choice.  A negotiation between the shop and our
appraiser resulted in the replacement of the RT rear door skin.  The shop promply cut the door skin off prior
to confirming availability of the damaged part. 
Subsiquently the part was ordered and determined to be on National
Back-Order.  In an attempt to resolve the
claim we have confirmed that the RT rear door shell is also on National
Back-Order.
Today 7-28-2014 I spoke with [redacted] at [redacted] to check on
the status of the door skin and door shell as the part was to have a release
date of 7-28-2014.  She stated she received
notification from [redacted] that the release date has been pushed from
7-28-2014 til 8-11-2014.  I then
contacted [redacted] at [redacted] to confirm what [redacted] advised me of, he
confirmed that neither part is available and both have a new expected release
date of 8-11-2014 but that is subject to change.  With both the door skin and door shell being
on National Back-Order the shop, you the customer and Travelers are at the
mercy of the parts manufacturer Nissan. 
Since the repair shop of choice cut the door skin off there is nothing
that can be done until Nissan makes the part available for the repair to be
completed.
The proposed resolution by [redacted] unfortunalty is not an option
as the door shell is not available either. It is unfortunate  that you the customer are in this position but
there is nothing that Travelers can do to expidite this situation as the parts
simply are not available.  Once the part
is available Travelers has authorized the part to be shipped on “Over Night
Status” in an attempt to secure the part as soon as possible.  As per the rental car and gas reimbursement
this is not something that the policy allows for as there is no Rental
Reimbusement Coverage purchased with this policy (Comprehensive and Collision
both with a  $500 deductable). 
We at the Travelers are committed to providing exceptional claim
service. If you have any questions and/or concerns, please contact me."

A response was sent to Rashay Crosswhite on March 28, 2014 from Travelers Denver CO Claim Service Center as follows:
"This letter is in response to...

the
Complaint which you filed with Revdex.com. The Travelers Home &
Marine Insurance Company, hereafter Travelers, strives to provide the highest
level of customer service. We regret that you are dissatisfied with our
liability decision.
Specifically,
you have asked that we address our liability decision regarding this loss. Our
Insured, Mr. [redacted] was driving his vehicle when he had a heart attack which
rendered him incapacitated.  Mr.
Ignacio’s vehicle struck your parked vehicle. From our investigation we
determined Mr. [redacted] would not have any reason to believe he would suffer a
heart attack. He was not on any medication to prevent a heart attack nor had he
had a similar attack prior to the accident.  Mr. [redacted] had a sudden medical emergency.  We are unable to cover this loss as there was a
sudden emergency for which our insured has no legal liability. 
We remain open to consider any additional information
or evidence to the contrary. "

A response was sent to [redacted] on September 4, 2014 from Travelers [redacted] Claim Center.
"Your email of August 26,
2014 to the Revdex.com, regarding the hail damage to your roof, has
been forwarded to me for a response. The Travelers [redacted]...

[redacted] (“Travelers”) issued a homeowners policy to you insuring your
home located in [redacted]. The policy was in effect on the date of the reported loss. You
have complained that your home’s roof sustained hail damage which you feel
requires a complete roof replacement and the inspection by the engineer was not
unbiased. Travelers has inspected the property as well as hired an engineer to
inspect the property and found no hail damage to the shingles on the roof."
The response letter included a timeline of events regarding the claim and inspection outcomes.
"Travelers understands you would like to have your
roof replaced, but multiple inspections show that the roof is not damaged by
hail. We trust this response will serve as sufficient
explanation of our position regarding your claim. Travelers understands you would like to have your
roof replaced, but multiple inspections show that the roof is not damaged by
hail. We trust this response will serve as sufficient
explanation of our position regarding your claim."

This company is extremely mean and filled with lies and bullying. I've never experienced anything like this ever, where no one does there job with no communication between all of the people that work for this company. They expect you to do all of there leg work and waste your time and then still can't get even a simple address correct let alone your proper business name. I couldn't even imagine how bad a claim would be with them. They know they have most of NJ so they use that for there advantage. Obviously everyone that works for this company is overpaid, which I wonder where the money comes from? And there audit department that calls you 5 times a day to set up an appointment the week before Christmas and they are calling from the Phillapeens. I wonder on international pay rates and taxes to there overseas employees? It's funny when they wanted something they where harassing me but when I needed to see my new policy with changes no one could get right after wasting my time over and over. I would never trust this company. If they can't get the policy right after talking to 7 different people from there company what would a claim be like?

My mother and father have a house insurance policy which they have paid on for 30 years not making any claims. Due to the heavy snow last year their garage sank in the middle due to posts not having footings under them.(they bought it that way not knowing) When I moved in last winter (their in their 70s) I removed the snow with a home made snow rake but it had already sunk down almost to collapse. I had my mother make a claim because it was a structural problem. I told the guy that I haven't touched anything because I didn't want it to collapse on me. So vines had traveled into the building's wall that I didn't pull out. Because of the vines and no footing they called it neglected and won't pay. My parents pay this insurance company good money and when needed they come with excuses not results even paying a engineer to come look at it who then dug under my post losing what integrity it had. They only needed to pay out $3000.00 to fix this problem which is about what they paid the engineer to pass the buck. Very disturbed by this and I'm contacting my friend in the US Senate to further investigate this practice. Good luck with this company as security for your investment they will promise you the world until it's time to pay you.

A response was sent to Mr. [redacted], 10/23/2015 with an explanation, and it resulted in a $244.66 refund, which he should receive in 5 - 7 days.
mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">Regrettably, it was not made clear that your
policy would begin on July 9th during your phone call with our sales
team.  I understand that you called us
the day your renewal with your prior company was expiring and we are unable to
offer you same day coverage.  I have modified
your policy for the time you were insured with us and an additional refund of
$244.66 will be processed on your account.
Again, thank you for taking the time to reach
out to us.  We are sorry to have lost
your business.  Again, thank you for taking the time to reach
out to us.  We are sorry to have lost
your business.

Complaint: [redacted]
I am rejecting this response because: I received an email which is below from the company saying somehting different. I was told that even after I send in the utilty bill that they still might not change the policy. Now that I have contacted the company to let them know that I will send in the utility bill they are now reqesting that he has insurance with another company. Every time I turn around it is something different with the compnay that they need. By contract law when they accept my payment in full on 6/10/14  in the amount of $88  my account was paid up to date in full. And since I canceled my policy before the next due date of 7/20/14 I should not have a balance. And from the records of the company they added [redacted] on 6/28/14 and I was told he would be removed on 6/29/14. I canceled my policy on 7/14/14 so there is now way I have a balance.
copy of email from copany
 
[redacted]
Add to contacts
7/30/14
To: [redacted]
 
[redacted], Thank you for your e-mail. At this time, we do stand by our original decision to rate [redacted] as a member of your household and/or regular vehicle operator based upon the statements you and
 
 
 


From: [redacted]
[redacted]
[redacted]




[redacted],

Thank you for your e-mail. At this time, we do stand by our original decision to rate [redacted] as a member of your household and/or regular vehicle operator based upon the statements you and he made to our claims department during the claims process. We are currently preparing our response to your Revdex.com complaint, but if you should have any additional documentation that you would like us to review for reconsideration you may send it to me. We would be looking for either a property lease agreement which was already in place, signed and notarized prior to the time of the loss or a utility bill (gas, electric or water) for the months leading, including and following the date of loss in the name of [redacted]. Additionally, we would like to see verification [redacted] has either a non-owned auto policy or a personal insurance policy. I cannot guarantee a change in our current position, but with additional documentation we can review the request to remove [redacted] again.

Sincerely,
[redacted]
v
Sincerely,
[redacted]

A response was sent to Mr. [redacted] 6/23/2015.
Mr. [redacted] entered into an agreement with [redacted], to assist in selling his vehicle.  [redacted] turned the car over to [redacted] to facilitate the sale, which was where the theft of the vehicle occurred....

Upon completing an investigation into Mr. [redacted] claim, [redacted] has determined there is no coverage for the claim under [redacted]'s policy.  [redacted] was not attending, servicing, repairing, parking or storing the vehicle when this loss occurred.

Complaint: [redacted]I am rejecting this response because: This is  not a formal apology for their...

policies in regards to experienced drivers that have immigrated from another country and obtained a license in the United States. I think a company that calls itself "Travelers" should have a better policy in regards to rating and their customer service was not satisfactory. I will not accept this response until my premium is refunded in full from the inception of the policy. Sincerely,[redacted]