AAA American Air Conditioning and Heating

March 21,For more than years my insurance needs had been through an independent agent located in metro Atlanta and I was now living in rural West Georgia so I decided I needed to change However, before changing agents and my coverage I shopped for insurance with several different companiesThe Travelers Insurance took my information and quoted a price which provided $422,coverage I told him I considered that more than the current market value However, after considering the combined quoted price for the home and auto insurance, I called him back the next day and told him I would accept the quoted price I then notified my agent that I was terminating my current insurance with him effective April 1, and then paid the premiums quoted by TravelersI received a letter from Travelers dated April 20, giving notice that my home coverage would be increased from $422,to $568,effective 5/10/unless they heard from me I responded and notified them that I did not want to increase the coverage based on the following facts: Until April 1, my home was insured with The Hanover Insurance Group for $358,Policy period (8/26/-8/26/15) The previous policy with Hanover (8/26/- 8/26/14) was for $348,My home was new and first occupied by me in May and insured for 310, Current market conditions put my home less than the $422,coverage that I had already agreed toAfter requesting a detail list of why my coverage had been increased by such a large amount (much more than total market value for the property and house), the only reply was "Replacement" costs I talked with several Travelers people who really gave no options other than pay more Not wanting to go through the cancellation procedure and then seeking another company, I let it ride for the policy yearThis month (April 2016) I received a renewal notice and bill which stated that the home coverage had been increased to $579, The justification for 1.8% increase was based on information provided by contractor [redacted] I would conclude that [redacted] is in the estimation business for insurance companies and not involved in insurance claims settlementThe Notices sent to me increased the value from $422,to $579,and leaves little choice other than consider it a "Bait and Switch" techniqueI have no current or recent claims to settleJust be aware that Travelers Insurance has no local investment or agents to give you face time, the bottom line is their only motivation Fraud, as distinguished from innocent misrepresentation, is characterized by deliberate deceptionCaveat Emptor

Complaint: [redacted] I am rejecting this response because: This response is insufficient, shows lack of concern and/or care, in... respect to the entire business relationship and customer service and billing issues encountered when I counted on Travelers to represent me as my auto insurance company for which has fallen short. The company took my payment over the phone and cancelled me with no notification then mailing refund check and statement to an inaccurate address. Just poor follow up and care. Complete and unexpected disappointment. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This insurance co is fabricating eventsTravellers Insurance says that their adjuster denied claim from the beginningActally, the adjuster DID approve it explicitly stating that damage was caused from waterNot only did she approve it but discussed with me and with **, the licensed [redacted] Dealer's repair service center manager, exactly where and when the reimbursement check from Travellers Insurance would be sent [redacted] at [redacted] Dealer can verify this Travellers Insurance states that the corroded wiring harness is located under the vehicle's hoodWell, yes, where it is for any vehicleBut, this one is specifically is located right where the hood props up when hood is openedIt had been raining so hard for weeks that the sealant normally preventing rainwater from dripping under the hood dissolvedThis allowed all rain from those hard storms to wash under the hood and onto wiring harnessHence, corrosion Travellers Insurance says that I inquired about whether I could "reach out to Revdex.com." NopeTheir fabrication againActuality, Revdex.com was never, ever mentioned at any time by me or by any representative of Travellers InsuranceRevdex.com was never included in any conversationNever Travellers Insurance says their rep told me I was within my rights to contact Revdex.comonce again, those words were never spoken as Revdex.com was never mentionedObviously, Travellers Insurance is rather confused with actual facts Travellers Insurance say that their rep (Mr [redacted] ***) was not rudeWell, I alone, was the other person in those conversations and am here to say their rep was downright smug and condescending towards me I would suggest that Travellers Insurance reevaluate their company's lack of standards, or rather, their company's acceptance of blatantly unprofessional behaviorTravellers Insurance suggested that denied claims can be the reason for their customer's construing of poor serviceThat is insulting to all of their customers throughout the nationThis company infers that their honest customers, are not smart enough to identify an issue in question as versus identifying the demeaning attitude of their representativeThat reflects greatly in a negative was for Travellers InsuranceTo the hard working consumers out there - reflect on what is happening hereNotice the effort Travellers Insurance is spending to deflect their responsibilities over one, single, small claim that was not going to cost much from the beginning I am simply identifying unfair practices of this insurance company Sincerely, [redacted] ***

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 rejected the previous response because the detail provided on the Revdex.com website was insufficientHowever, a couple days after I rejected on the website, I received a written letter from Travelers explaining the situation in detailI then attempted to come back to the website to reverse my selection, but there was no way to do soUnfortunately, it means someone at Travelers had to review my account a second time and provide a second written responseI am now accepting this Providing the ability to edit your response is functionality that should be considered Sincerely, [redacted]

A response was sent to Mr [redacted] on October 10, from Travelers: "First, please accept our sincere apologies for the service experience in regards to your premium and policy concerns being addressedI have conducted a detailed review of your policy and see that your rate has been changed back to the $for the term as you requested

A response has been sent to Mr [redacted] today, 10/26/It outlined the amounts due, paid, and explained there was a system processing error when adding the Scion We regret that you do not agree with the premium charged to you for your coverage However, our review shows that the premium charged to be appropriate based on the coverage provided

A response was sent to Mr [redacted] 6/30/The letter indicates the timeline of payment made, and why there is an outstanding amount due

A response was sent March 14, from Travelers Overland Park KS Claim Service Center as follows: "This letter is in response to your complaint filed with the Revdex.com (Revdex.com) On June 25, we performed an inspection of your home in response to your filing of a claim for hail and windstorm related damage on June 21, During this inspection, the claim professional found evidence of hail damage to vinyl siding on all elevations, soft metal vents on your roof, shingles, and guttersThe claim professional also found wind damage to the rear elevation soffit and right elevation fasciaAn estimate was prepared for those observed damagesThe estimate written reflected a Replacement Cost of $27,We issued payment to you less your deductible and recoverable depreciation in the amount of $20, On July 16, the claim professional received confirmation from your contractor, Frank Fabio Company that they would complete the required repairs to your home for the estimated cost of $27, On or about August 16, we received a different contractor’s request and documentation for a small supplement increasing the estimate to $27,The claim professional validated the request and issued payment for the recoverable depreciation plus small supplement totaling $6, On September 4, the claim professional received another supplement request from this second contractor, A [redacted] Construction Company in the amount of $4,with no explanation of what the supplement was forWe then discovered the previous documentation this contractor supplied was only for the roof portion of your claim, not for the sidingThe claim professional had already released the recoverable depreciation applied for the roof and siding and your claim was paid in full to the Replacement Cost less your deductibleThis contractor was requesting an additional $4,for replacement of the siding portion of the estimate which we then discovered had not yet been completed The claim professional attempted to reach this contractor to discuss the $4,supplement request but never received a return callThe claim was returned to closed status On October 15, the claim professional met you at your home as you requested based on additional damage you observed in your home consisting of water damageAs your claim professional explained to you at that time, the interior water damage was unrelated to your prior hail and windstorm claim on June 20, The water damage appeared to be seeping through the foundation of the homeYou showed the claim professional papers which you contend were from Travelers in the form of an estimate which allowed for carpet and pad replacementThe claim professional pointed out to you that the papers which reflected carpet and pad were not part of the Travelers work product Xactimate estimate as it did not inlude the Travelers logo nor was in Xactimate formatThe claim professional followed up in writing advising you that not only was the interior water that was observed five months after the original claim date of loss unrelated to that claim, but that seepage of water through the foundation of the dwelling was specifically excluded by your policy The deck which is attached to your home was included in the original estimate to pressure wash and stainThis was due to small indentations left by the hailPressure washing the wood raises these minor indentations and is an industry approved repair methodOnce power washed, the stain should be re-appliedYou contend the windstorm “loosened” your deck when in fact the wind speed recorded in your area did not exceed MPH based on NOAA dataWind speeds less than MPH are listed as “UNK” which means UnknownThe claim professional did observe some areas on the deck which showed a lack of maintenance which is also specifically excluded by your policy The elevator in your home which you also claim was damaged is not a result of the hail and windstorm of June 20, The observations by the claim professional were that the elevator was not working properly due to wear and tear and lack of proper maintenanceAgain, this is specifically excluded by your policy."

A response was sent to Ms [redacted] 5/29/2015: "We have been notified by the RevDex.com of your concern regarding the above referenced claim and... specifically unpaid rental charges. The allowed rental time for this repair was 2 days. The rental over the allowed 2 days was not paid because it was related to an assessment of prior, unrelated damage. You confirmed with Travelers claim professionals there was damage from a prior accident. This discussion took place before you took the car to the shop of your choice for repair. During this conversation, the claim professional explained that charges related to the prior, unrelated damage would not be paid for under this claim."

A response has been sent to Mr [redacted] , June 24, from Travelers Spokane WA Business Center as follows: "Thank you for your recent additional inquiry to Travelers through the RevDex.com We appreciate the opportunity to address your concerns First, please accept my apologies for your overall service experience with Travelers We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for youAs to your inquiry regarding recoupment of overpayment due to the incorrect claim; we would encourage you to contact your current and prior carriers to advise them of the correctionIncluded with our original response was a letter of correction showing we have removed that claim from your history; your prior carriers should update their policy claim records as well Regarding the information you received from the Comprehensive Loss Underwriting Exchange (C.L.U.E.) report; this report is provided by LexisNexis which is a clearinghouse for claims and is not maintained nor distributed by TravelersAs the claim on the report was incorrect you were provided with the additional policy information by CLUE; as the report has been correct you would no longer have access to this information [redacted] , I do apologize for any inconvenience or distress this situation has caused youWe appreciate that you have reached out to us with your concerns."

A response was sent 9/22/2014 from [redacted] ** Business Center. "Thank you for your recent inquiry to Travelers through the Better... Business Bureau. I appreciate having the opportunity to speak with you by telephone today and I am sending this letter as a follow up to our conversation. Per our discussion and your information provided, we have updated the information for the replacement cost estimator for your home. Your new coverage amount of $361,000 effective September 24, 2014 reflects the correct replacement coverage for your home. The additional premium for this update will be $43."

A response was sent to [redacted] on 6/8/ "In light of your correspondence, we completed a review of your policy recordsOur review reflects that you purchased your [redacted] auto policy with us on September 28, by phone The policy was issued with a $comprehensive and a $collision deductible, which was the same coverage that you had in place on your [redacted] On October 27, 2015, we spoke with you by phone and reviewed the Quote Acceptance Forms that were sent to you for your signature We agreed to accept your verbal authorization that the policies were issued with the coverage limits and electronic billing option you requested Your collision deductible has been changed to $per your request on June 2, Based on our review, we are unable to comply with your request to adjust your coverage back to the inception of the policy We do not have any record that this was requested at the time you accepted the policy."

Complaint: [redacted] I am rejecting this response because: Traveler did not act with due diligenceTravelers did properly inspect our roof and did not attempt to reinspect anything These people are a fraud and are only concerned about collecting premiums and not honoring customers policiesI want to be reimbursed in full for the cost of our roof repair which is approximately $7, Sincerely, [redacted] ***

A response was sent to Mr***:
"Times New Roman";">Your complaint was related to our recent nonrenewal of your
homeowners policy, which it appears you view as unfairI reviewed our records
and found that there have been two paid claims in the past year, and three in
the past five years including history prior to coming to Travelers
Like other insurers, Travelers has developed guidelines to
assist in identifying eligibility for the various policies that we offer
Unfortunately, the loss history on your policy exceeds the amount allowable
under these guidelinesThis is the foundation for the decision

A response was sent to *** ***, August 1, from Travelers Spokane Washington Business Center as follows:">"Thank you for your recent inquiry to Travelers
through the Revdex.com. We
appreciate the opportunity to address your inquiry
First,
please accept my apologies for your recent experience with TravelersWe pride
ourselves on delivering the best customer experience and regret not meeting
those expectations
In
your correspondence, you mentioned our decision to add *** *** as a
household member and our decision not to remove him from your policy based upon
the documentation we receivedBased upon statements that were made to our
claims department regarding his use of your vehicles and his acknowledgment of
residency at your home; *** *** was added to your insurance policy
Regarding the information needed to remove *** *** from your policy; I
apologize for any inconsistency you received in our requests for documentation
Regrettably, the documentation we have received does not sufficiently support another
residence for *** ***
We would be happy to review our decision again if you have
additional documentation to submitYou
may submit either a property lease agreement which was already in place, signed
and notarized prior to the time of the loss or a utility bill for the months
leading, including and following the date of loss in the name of *** ***
Additionally, we would like to see verification *** has either a non-owned
auto policy or a personal automobile insurance policy
While
I understand and empathize with your disappointment with our current procedures,
I cannot alter your policy at this timePlease feel free to contact me by mail
or telephone using the information above, or via e-mail."

A response was sent to MsFechtelkotter on May 9, from Travelers Knoxville TN Business Center, referring her to the Missouri DOI, since she made a complaint thru them as well. *** *** Falls Business Center did respond to the Missouri DOI on May 8, 2014, that Travelers could not find a valid reason to refund her premium, and that response induded a cronological listing of the policy activity that lead to this decision

A response was sent to MrPayonk on April 17, from Travelers Florida Claim Center as follows:
"Travelers Personal Security Insurance Company ('Travelers') has reviewed your claim
in
response to a recent inquiry sent by you to the Revdex.comUpon receipt of the
inquiry, Travelers reviewed Pennsylvania policy language relative to Comprehensive and
Collision as well as industry resources in order to determine if the interpretation of your policy by
Travelers is in line with industry standards
The conclusion of this review has lead Travelers to the determination that we will honor the
above mentioned claim under the Comprehensive portion of your policyYou will receive a
reimbursement check in the amount of $under seperate cover to account for the Collision
deductible previously applied."

Travelers Indemnity Company of America as operating within NM has been the absolute DIRTIEST COMPANY I have dealt with in my life They have attemptrd with all their Deceptive Practices to short the Claim of my mother of whom is (88) years of age and disabled and of my joined claim

A response was sent 9/21/outlining what has already been paid out, and that additional documentation would be needed to further evaluate the cost to repair the building
"We are currently still working with *** on their
subrogation/Recovery claimI note we have fully resolved your Contents claim and have a Release for $12,Your issue is with the Cost to Repair the Building"
You claim that the cost to repair your building is $65,Please forward documentation you have that shows this amount

Complaint: ***
I am rejecting this response because: I received an email which is below from the company saying somehting differentI was told that even after I send in the utilty bill that they still might not change the policyNow 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 companyEvery time I turn around it is something different with the compnay that they needBy 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 fullAnd since I canceled my policy before the next due date of 7/20/i should not have a balanceAnd from the records of the company they added *** *** on 6/28/and I was told he would be removed on 6/29/I canceled my policy on 7/14/so there is now way I have a balance
copy of email from copany
*** * ***
Add to contacts
7/30/
To: ***
*** ***, Thank you for your e-mailAt this time, we do stand by our original decision to rate *** as a member of your household and/or regular vehicle operator based upon the statements you and
From: *** * ***
*** *** *** *** **
*** ***
*** ***,
Thank you for your e-mailAt this time, we do stand by our original decision to rate *** 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 processWe 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 meWe 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 *** ***Additionally, we would like to see verification *** has either a non-owned auto policy or a personal insurance policyI cannot guarantee a change in our current position, but with additional documentation we can review the request to remove *** again
Sincerely,
*** ***
*** ** *** *** *** * *** ***
***
*** ** *** *** *** ***
*** ** ***
v
Sincerely,
*** ***