AAA American Air Conditioning and Heating

hi, by law, I have two years to report the claimThe delay in reporting the claim is simply because I was not aware of the damages until May 17, I told Travelers that I found a shingle and debris following Sandy Storm of October I did not reported it back then because I did not think it came off my roof, I am not sure what other evidence they need from me to validate the claimMy roofing company gave the wind report that was actually generated by Travelers to settle a claim with one of his customersThe claim was also reported late, and was approvedII don't know why my claim was denied.I am asking Travelers to give some specifics on wind events that happened after my policy was cancelled on April Please just name one storm that could have impacted the roof damages after April I appreciate it Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

A response was sent to Mr **, 5/18/as follows: "We have been contacted by the RevDex.com on your behalf, concerning the above noted policyThey have shared your statement regarding the refund that was due as a result of the cancellation of your policyI appreciate the opportunity to address your concerns and provide some additional clarification I have taken a thorough review of your account and understand that your desire was for a check to be issued to you as opposed to the electronic refund that occurredUnfortunately by the time we were made aware of this, the refund had already been sent back to the account that had been used to pay your premiums Once we have sent this refund to the card company/bank, the money is no longer under Travelers control; we cannot cancel the transaction once it has processedIn the event the account is closed, or if for some other reason the refund cannot be processed by the receiver, we must wait to be notified by them of such, and the money is then transferred back to TravelersI have found that this refund has been rejected and was subsequently transferred back to TravelersAs a result, we are issuing a refund check today that will be mailed to youThis will arrive under separate cover I apologize for any frustration this situation has caused youOur goal at Travelers is to provide our customers with a superior experience throughout their experiences with us and I regret that we did not meet that expectation in your case Thank you again, Mr**, for bringing these concerns to our attentionShould you need any further assistance, please feel free to contact me directly."

A response was sent to [redacted] dated 7/29/2014 from Travelers Major Case Unit, based on our prior receipt of this complaint directly, as follows: Thank you for your email today as it... relates to your concerns with the building estimate. This letter will serve as The Automobile Insurance Company of Hartford, Connecticut’s ("Travelers") acknowledgement and response to your email and letter to [redacted] . As discussed during our telephone conversation on July 22, and July 29, 2014, we have addressed some of your concerns and would like to thank you for bringing them to our attention. The email you sent today outlines your initial concerns with our building estimate. Some of the concerns such as plumbing have been addressed in our estimate. With regard to your request to have the slab replaced, the engineer retained by Travelers to inspect the slab determined during his site inspection that the slab had not been damaged by the fire. However, to further address your concerns, Travelers will ask its retained engineer to perform a follow up inspection once the slab is cleaned. As we discussed yesterday, you informed us that you will be forwarding our building estimate to your contractor for review. Once your contractor has had a chance to review, please forward your concerns to us and we will review and address. Depending on the items of concern, a follow up visit to the loss site may be necessary to resolve any outstanding issues. I would like to take this opportunity to address some of the other concerns set forth in your letter. During our discussion on July 22, 2014, you indicated [redacted] released your building estimate and engineer’s report to you and a 3 rd party without your permission. [redacted] sent the estimate and engineer’s report to both of the e-mail addresses contained in Travelers’ claim file. The 3rd party email address was provided to Travelers during the initial contact with you. All future electronic communications will be sent to your e-mail address. Thank you for bringing this issue to our attention. With regards to your claim for additional living expenses ("***"), as you know, Travelers has retained [redacted] to work with you to locate and obtain alternative living arrangements during the adjustment of your claim. Periodically, [redacted] will check with Insureds to make sure the living arrangements meet with the Insured’s needs. [redacted] contacted you to determine if you would prefer to move out of the hotel and into more permanent housing. When you indicated that you wanted to continue staying in the hotel, [redacted] advised [redacted] who in turn approved your request. If you have any other questions regarding your [redacted] claim please contact me and I will address your concerns. As we discussed during our most recent conversation, I will continue to serve as your point of contact for the building and [redacted] portions of your claim. The contents portion of your claim will continue to be handled by [redacted] . I look forward to working with you to resolve your claim. If you any additional concerns, please do not hesitate to contact me. re the living arrangements meet with the Insured’s needs. [redacted] contacted you to determine if you would prefer to move out of the hotel and into more permanent housing. When you indicated that you wanted to continue staying in the hotel, [redacted] advised [redacted] who in turn approved your request. If you have any other questions regarding your [redacted] claim please contact me and I will address your concerns. As we discussed during our most recent conversation, I will continue to serve as your point of contact for the building and [redacted] portions of your claim. The contents portion of your claim will continue to be handled by [redacted] . I look forward to working with you to resolve your claim. If you any additional concerns, please do not hesitate to contact me.

A response was sent to Kyung Chung on March 18, from Travelers Naperville IL Claim Service Center as follows: "I am writing in response to your correspondence dated March 5, regarding a claim which you reported on July 8, regarding water damage to the property of Old Towne Cleaners and its customers Travelers Casualty Insurance Company of America (“Travelers”), issued the above-referenced policy to Old Towne Cleaners, which was in effect on the July 3, date of loss As we discussed, Travelers will review this claim and we may contact you to request additional information Travelers is reserving all of its rights and any further investigation and activities are not a waiver of Travelers’ rights under the policy or at law In the interim, if you have any questions or need additional information, please feel free to contact me at the number listed above."

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)."

Complaint: [redacted] I am rejecting this response because:I have reported to Travelers, any circumstances that "prevent work from being finished." The problem is that I am unwilling to hire any contractor that cannot provide what I had before the loss....cabinets that matched and were made the same quality as before YOUR cabinet maker stated to me that he did not quote the cabinet as they were originally built, and that they would NOT be an exact match I have quoted the policy to you on the phone and in emails, parts of the policy that apply For example, HO-states "(1) Replacement cost of that part of the building damaged with material of like kind and quality..." The cabinets are ONE set, and should be treated as such I have talked to many people in the restoration business, insurance, Tennessee Insurance Division, and more...and have not yet found anybody that claims, as you do, that upper and lower cabinets are not of one set, and do not have to match First, your excuse was that the upper and lowers didn't have to match Once I found clauses in the policy stating that they do, you now claim that cabinets were not a "direct" loss I also have requested a new adjuster, on the grounds that the one I have now has repeatedly made decisions that would place my family health at risk That request was denied, and the complaints have been ignored Our adjuster never even saw the house until after the [redacted] was removed I called and told the adjuster that ServiceMaster had overbilled for equipment, and was told "let me know what you work out with them." I don't have time to worry about Traveler's money I am busy trying to get my house done Our first contents adjuster had told us to get rid of all electronic things in the house, and that smoke gets into them The smoke is acidic and eats wires and circuit boards, creating risk of future fires Now, even after I requested a new structure adjuster, the contents portion was moved to the structure adjuster We now have to wonder if we will get replacement for many of the things the first guy told us to get rid of.I expressed legitimate concerns about the wiring in the house and its exposure to saltwater corrosion Once Travelers got a hack-job electrician to say it was ok (WITHOUT DOING AN OHMMETER CHECK), my concerns were ignored I complained that the test wasn't done...and nothing happens We now have been told to move out of the hotel, yet we have no furniture, appliances, kitchen cabinets, etc As for the Proof of Loss, it may be months before settlement, and we don't know how long that will take so we can't estimate how long we will need alternate living expenses We cannot order cabinets until we get the amount necessary to get cabinets that are equal to what we had Even after ordering, it may take up to weeks to get them We have no place to store any replacement items we buy, so we will have to move into an empty house We will move into a house where workers are coming in every morning to work, disrupting our lives, getting dust on our beds and anything else we have All in all, I feel that travelers has put money savings over the safety of my family I feel that my complaining about it is now being retaliated for I think the treatment my family has gotten from this company is something more people need to be aware of I paid for this coverage and now am being denied what I paid for Sincerely, [redacted]

Complaint: [redacted] I will close this case as soon as I receive the check as promised by Travelers, which has not happen to date. Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The appraiser that was assigned to contact me was apparently [redacted] who in my original complaint was a huge part of the issue. I had already notified Traveler's Insurance that [redacted] was not to contact me in any way back in July of this year. I did not appreciate having her call my phone and wake me up two days in s row; I also received an email from her. I notified [redacted] that she was contacting me and that I did not appreciate someone instructing her to contact me. I asked due to her prior behavior I would very obviously like for someone else to complete the reinspection [redacted] emailed me back and started he would be coming to do the reinspection today (10/07/2016) at approximately 2:15pm. Again, as I've started numerous times before, I will accept the claim has having been resolved once the reinspection has been completed and an outcome to my satisfaction has been determined. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This letter has not been received by my self or my husband. I did receive a call from this man telling me it was over and he was not going to change his mind no matter what we do. The agent who was here as I said previously showed my husband and my self the wet installation when he removed it, as well as the step ladder he was on become wet. We also have the word from [redacted] saying the damage was obviously from the sink leaking and as there was no mold when she was here but it was less them 5 days later tells you this agent is lying. His boss also claimed he would call travelers and the agent to have a conference call which has not happened. Then we also have the call from *** claiming she doesn't trust the Agent who was here and that Travelers would no longer use them. This company is lying to cover them selves while a family with young children cant use the one working bathroom in their house. This email also comes after Travelers sent a satisfaction survey to me. I have the proof of the leak and when it started and the phone calls. When we purchased this house Travelers was already the insurance company, they know the damage they are claiming happened has actually been repaired prior to 2006 when we purchased the home. They need to admit to wrong doing and take care of the problem. We were also told by an agent at travelers, another manager, that it would appear that ***, [redacted] and *** are all looking for reasons to deny all claims coming from us. We do not know why as we have been denied 3 times on 3 different claims. This needs to change and they NEED to be held responsible. We pay them to protect our home and family but they refuse to do that. If this isn't corrected I will hire an attorney to go after Travelers for damages and a full refund of all premiums paid over the last 8 years. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Although the response addresses the late payment which was caused by the company it does not address additional premium expense incurred by misinformation from customer service departmentIt also does not address a change in policy to protect the public nor does it address the lack of coverage for premiums paid Sincerely, [redacted]

A response was sent to [redacted] on August 29, from Travelers [redacted] Claim Center: The response letter outlined the dates and timeline of the claim inspections performed and outcome of each inspection "Three inspections show that there is no damage to the roof or walls that is caused by a covered cause of loss that is allowing water to enterThe roof is aging normally and is deteriorating in areasThis is allowing the water intrusion that is entering into the unitsAs wear, tear and deterioration is not a covered cause of loss, the limitation would apply and there is no coverage for the additional interior water damage that is now presentThe only item that can be covered in this claim is the initial water damage that occurred when the snow was meltingWe have already estimated that and included that in the estimate and payment A separate claim would need to be submitted for the damage to the downspout as that is not related to the snow and ice that this claim was turned in for On August 25, I explained to you that Travelers would be hiring an engineer to inspect the roof to determine if the roof is damaged and the cause of the damage [redacted] was hired the same day and will be contacting you to set a time that they can inspect the roof of the homeAfter their inspection they will prepare a report which we will review and share with youThe inspection and report should be completed within the next three weeks We value your business and understand your frustrations with the claim process up to this point We will be back in touch with you as soon as the engineer’s report is received Please do not hesitate to contact me if you have any further questions On August 25, as explained to you that Travelers would be hiring an engineer to inspect the roof to determine if the roof is damaged and the cause of the damage [redacted] was hired the same day and will be contacting you to set a time that they can inspect the roof of the homeAfter their inspection they will prepare a report which we will review and share with youThe inspection and report should be completed within the next three weeks We value your business and understand your frustrations with the claim process up to this point We will be back in touch with you as soon as the engineer’s report is received Please do not hesitate to contact me if you have any further questions."

Complaint: I am rejecting this response because: contacting the current insurance company and correcting this would only cut the future chargesBut it does not reduce the charges thats incurred in the pastHence the response is not relevant Sincerely, [redacted]

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 StatesI think a company that calls itself "Travelers" should have a better policy in regards to rating and their customer service was not satisfactoryI will not accept this response until my premium is refunded in full from the inception of the policySincerely, [redacted] ***

A response was sent to Travelers Insured [redacted] on 9/9/2014, after a call to her sone ***, from Travelers [redacted] Claim Office After an extensive conversation with Mr [redacted] on the afternoon of September 9, and discussed all of the issues he raised in this complaintWe reached an agreement that we would send a representative from [redacted] to determine if there were elevated mold levels in the house If the report from [redacted] suggests that there are elevated mold levels, and there is no clear indication of what is causing the issue, then we will at that time hire an engineer to determine whether the mold levels observed are a result of a covered cause of loss under your policyOnce the inspection is completed and the report from [redacted] is received, we will advise you of the findings and whether or not an engineer will be needed

A resonse was sent to Mr Locklear on May 20, 2014 from Travelers Spokane WA Business Center as follows: "Thank you for your recent inquiry to Travelers... through the RevDex.com. We appreciate the opportunity to address your concerns. Our annual rate adjustments are filed with the state of North Carolina after extensive actuarial review and are based on analysis of a large number of risk characteristics and their relationship to our existing loss activity. Travelers is committed to establishing premium rates that are sufficient to cover losses, yet affordable to our policyholders and competitive in the marketplace The policy premium is an individualized rate based on the specific risk characteristics. Many factors are used to determine the final premium including, but not limited to, age of home, location of property, account credit and coverage limits. Any combination of these factors can cause the rate to go above the North Carolina Bureau rate causing the policy to become applicable for Consent to Rate. Travelers is unable to provide a policy at the Bureau rate based on the information provided to us. We provide the best possible rate based on the characteristics of the policy. The Bureau does not sell policies; they only set forth the rates. There are several things that can be done to improve pricing; however, it may or may not remove the policy from Consent to Rate. Account rounding and / or increasing deductibles can lower the overall policy premium. I regret that you are dissatisfied with the premium charged for your renewal with Travelers. While I understand and empathize with your disappointment, please know that your premium has been calculated based on our filed rules and rates in the state of North Carolina which apply to all policyholders. We do appreciate your business Mr. Locklear and for being a customer since 2007. We hope that you continue to allow us to provide your insurance needs. Feel free to contact me if you have any additional questions."

A response was sent to Mr[redacted] on 11/17/Travelers has reviewed it's records, and it is clear that Mr *** was upset that hisTravelers policy was not renewed based on loss historyHowever, it appears that Mr***'s concern is focused on the perception that this action was taken solely due to the weather-related claims that occurred last winterThis is not accurateIn addition to those claims, there were two other claims that occurred within the review period for a total of fourThis was the foundation for our decision."

A response was sent to [redacted] ***l on July 15, from our [redacted] Business Center Travelers thoroughly reviewed our policy records and see that the policy was set to non-renew effective July 1, but the insured chose to cancel the home policy June 30, Travelers will not offer any extension of time for repairs and also no reconsideration for reinstatement as the letter requesting proof of repairs was mailed on March 10, In light of this review, we decline to offer any refund of monies the insured may have borrowed to correct the conditions needed to the home

A response was sent to [redacted] on 7/17/from Travelers Rancho Cordova CA Claim Center as follows: "This letter will serve as a response to your complaint dated 7/7/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 Please see the attached letter dated December 5, which details our repeated requests for the required documentation and the reasons your claim was denied As you continually refused to comply with the Duties After Loss portion of the Conditions section of your policy your policy does not provide coverage for this loss After a careful review of the facts of the loss, claim process, and policy we have determined that the coverage determination made on December 5, was correct and reflects the company's final position regarding this claimOur 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 claimWe 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 to [redacted] on August 29, 2014 from Travelers [redacted] Claim Center: The response letter outlined the dates and timeline of the claim inspections performed and outcome of each inspection. serif;">"Three inspections show that there is no damage to the roof or walls that is caused by a covered cause of loss that is allowing water to enter. The roof is aging normally and is deteriorating in areas. This is allowing the water intrusion that is entering into the units. As wear, tear and deterioration is not a covered cause of loss, the limitation would apply and there is no coverage for the additional interior water damage that is now present. The only item that can be covered in this claim is the initial water damage that occurred when the snow was melting. We have already estimated that and included that in the estimate and payment. A separate claim would need to be submitted for the damage to the downspout as that is not related to the snow and ice that this claim was turned in for. On August 25, I explained to you that Travelers would be hiring an engineer to inspect the roof to determine if the roof is damaged and the cause of the damage. [redacted] was hired the same day and will be contacting you to set a time that they can inspect the roof of the home. After their inspection they will prepare a report which we will review and share with you. The inspection and report should be completed within the next three weeks. We value your business and understand your frustrations with the claim process up to this point. We will be back in touch with you as soon as the engineer’s report is received. Please do not hesitate to contact me if you have any further questions. On August 25, as explained to you that Travelers would be hiring an engineer to inspect the roof to determine if the roof is damaged and the cause of the damage. [redacted] was hired the same day and will be contacting you to set a time that they can inspect the roof of the home. After their inspection they will prepare a report which we will review and share with you. The inspection and report should be completed within the next three weeks. We value your business and understand your frustrations with the claim process up to this point. We will be back in touch with you as soon as the engineer’s report is received. Please do not hesitate to contact me if you have any further questions."

Travelers previously received a complaint from MrSklar, Travelers position has not changed, therefore, no response is necessary to MrSklar at this time