Travelers Companies, Inc.

Review: Suffered damage to my kitchen ceiling and bathroom wall. Travelers Insurance Co. does not want to pay for my repairs.Desired Settlement: Travelers needs to pay for my repairs to my home. Instead of looking for a way to not pay, they need to help customers who pay for their homeowners insurance. If you send your payment in late they immediately threaten to cancel your insurance. So concerned about themselves. How about showing the same concern when they need to pay.

Business

Response:

A response was sent 3/11/2015 from Travelers as follows:

The

Claim Professional tried to make contact with [redacted] by phone on February

5th, February 9th and 10th. Mr. [redacted] left voice mail messages for [redacted], but did not receive any returned calls.

On February 10th, Mr. [redacted] mailed a contact letter to [redacted] and she returned his call on February 17. The Claim Professional inspected the loss on the

February 23rd 2015, which was the earliest date that she was available

to meet with him.

Review: [redacted]complaint has been scanned in and is available using the online complaint system.Desired Settlement: [redacted]complaint has been scanned in and is available using the online complaint system.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This is just a flat out lie as you can plainly see yourself, I sent you a copy of the insurance policy where it clearly states in section F 3. "Garage Operation" means the ownership, maintenance or use of locations for the purpose of a business of pawing, selling, parking or storing a "customers vehicles" and that portion of the roads or other accesses that adjoin these locations. "Garage operations" also includes all operations necessary or incidental to the performance of the garage operation. Notice how [redacted] left the word SELLING out and it is in the policy under section F 3. The vehicle was being stored at [redacted] for the purpose of selling both of which are agreed upon in the policy [redacted] sold. This is a clear case of "THEFT OF SERVICES" This company should not only be given an F rating but they should not be allowed to practice selling insurance policies if they are not going to pay on them. The fraud [redacted] is committing is a shameless act that deserves nothing less then the [redacted] or the Prosecutors office of [redacted] should take action. Please note I have attached a copy of the [redacted] Policy. Please see the last page Section F Additional Definitions 3. as proof that [redacted] is flat out lying!!! Please also see the two denial letters from [redacted] to [redacted] also proving a flat out lie!!! The second letter came after owner of Sterling Risk David Sterling told [redacted] Insurance you must pay these claims [redacted] was 100% compliant with the policy!!!

Sincerely,

Business

Response:

A response was sent to Mr. [redacted], July 6, 2015. Travelers position has not changed, and since Mr. [redacted] now indicates he is represented by an attorney, his attorney should contact Travelers to discuss Mr. [redacted] issues.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is just another delay by [redacted] who has obviously lied to the Revdex.com and myself and just doesn't want to write a check that they owe. If [redacted] Insurance has anything hire than an F- rating its to high!!!!! Please also note I work in the legal field and I know exactly what this company is up to and it is shameless you company should be ashamed of itself!

Sincerely,

Review: The Underwriter [redacted] with Travelers Insurance Company charged me $55.95 on 3/31/15. This unauthorized charge is for the 3rd day of the [redacted] Rental Car I was provided on behalf of their company, due to my vehicle being in the repair shop from a rear end collision caused by one of their insured drivers. [redacted] as well as other witnesses can verify when my car was placed into the repair shop and when it was released. I have sent several emails, as well as a written complaint to the [redacted] has contacted me in regards of the complaint on 5/7/2015, but on this date 5/28/15, I still have not received a resolution or a follow up call. I have additional supporting documents in regards to this matter if needed.Desired Settlement: I would respectfully like to request my full refund for the charge of $55.96 debited from my account from [redacted] Rental Cars on 3.31.155

Business

Response:

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.

Review: After I paid my premium in full, travelers increased or charged an additional amount because I didn't send in a form they sent me in the mail. I sent the second copy in signed, but they will not refund me my money they charged over my original agreed upon deal. If it was so important we could have faxed it back and forth that same day. I feel they are taking advantage of the situation. I did not request any additional insurance. They could have simply called me if it was so important. Please refund my money.Desired Settlement: Simply refund me my money they charged me that I did not agree to.

Business

Response:

A response was sent to [redacted] on 9/4/2015....

A review of our policy

records shows that we have received all required coverage selection forms from

you. In light of this, we have adjusted

our records to remove the additional charge.

Your policy is currently paid in full for the term from June 16, 2015 to

June 16, 2016.

Review: I agreed with travelers insurance to withdraw $160 out of my checking account for insurance on 2 vehicles. On October 9th 2015 they withdrew $290 without notice and their reasoning being that we told them we had been with our previous insurance for 5 years (which was a lie) we had been with them for a year or less which I told them before we got insurance. So they withdrew $290 after claiming I lied to them but gave us no notice not a phone call, no email, no letter in the mail or anything. I never agreed to $290 when I agreed to the automatic withdraw. I called them on October 9th 2015 and told them to cancel my insurance and deposit the $290 the lady stated she would do that. Ive called twice this week asking about my $290 and where it was, both times they said it would be 5-7 business days. I called again today October 16th 2015 and he siad said it would be October 20th and I would be refunded only $108 after being told I would receive the full amount back.Desired Settlement: I want the full $290 back that they withdrew without my permission or any kind of notice

Business

Response:

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.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.

Review: I paid for 6 months of the renters insurance and I didn't want to continue the coverage so I stopped paying for it, but Travelers kept on charging/billing me and claiming they were covering me for 2 months or so more. First of all, if I didn't pay the bill it means I didn't want this insurance any more that's how ALL insurances work so the coverage will be removed. And second, I'm 100% sure even though Travelers are claiming they were continuing covering me, they will not pay any claims if something happened after the last date I paid for. It's a complete bogus. They will NEVER honor the claim if you didn't pay. They can say anything to you now, that they continued covering you even though you didn't pay and now they are trying to get me paying for the coverage I never agreed to. That's completely unacceptable.Desired Settlement: Please remove the charges I never agreed to.

Business

Response:

A response was sent to Ms. [redacted] on October 28, 2014 from Travlers.

Travelers was unaware of her intentions to cancel her policy as no contact was made to the [redacted] Agency. In 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 [redacted] 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I was a long time customer of Travelers as I had my house insurance with them for many years. On 12/9/14 I sold my house. At that point I had paid my premium to the end of December. That meant that they owed ME money. I went to my broker on the ninth and informed them that I was cancelling the policy because I no longer owned the home.

I then received an invoice from Travelers for $160.72 covering the period Jan. through March 2015. I called the broker and she then called Travelers so that we had a three way conversation. I explained all and was informed that indeed they owed me for the portion of December that I had paid for and not been an owner. I foolishly thought that that was the end of the story. No such luck, Last month I received a letter from a COLLECTION AGENCY ( [redacted] ) informing me that I was being SUED. This must stop immediately. I currently have an 800 credit score and these [redacted] are going to ruin that for me. I am a senior citizen and I am so upset about this injustice that I can hardly think of anything else. I paid to the end of December and my house was sold on 12/9/14. If someone would only have done their job, I would not be in this fix.Desired Settlement: I wish a full credit for the incorrect billing and I want a check for the portion of the policy I paid for and did not own the house. I wan the collection agency to be called and a letter informing me that there is no claim against me. Please help me.

Business

Response:

Please accept my sincere apology for the delay in

handling of your cancellation request and for any upset caused by the recent

collections notifications. I was able to

verify the cancellation date of September 10, 2014 at 12:01am and I have

updated our records accordingly. I have

also made the necessary adjustments to remove your account from our collections

department.

As we discussed, this debt was not reported to any

credit bureaus and therefore had no impact to your credit. You can expect to receive a refund in the

amount of $36.58 within the next two weeks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I filed a claim for Hail Damage to my home and have had a terrible experience thus far. With $4k worth of collateral damage around my house and damage to my roof and all the vents on the roof, Travelers is still trying to deny my claim. Travelers is trying to say that all the damage around the house is hail and all of the vents on the roof are hail, but all of the marks on the roof shingles are from vandalism!!! Really!?! The claims manager told me that a roofer probably climbed on my roof while I was at work and caused the damage so that he could do the claim. How far-fetched does that sound??!! There are 9 houses on my street that have had their roofs replaced due to the same hail storm within the past 3-4 months, non of which had an issue with their insurance company. Travelers stated that I would have to make two claims for the damages around my house, one for hail and the other for vandalism!! Really? Just trying to get that second deductable?? The claims manager changed the story 4 times from: "there is no hail," to "there is outside influence," to "it is old hail," to "it is vandalism." Everytime I had an intelligent response to the bogus excuse Travelers gave me, that is when their story changed. I have also had another Home Insurance claims adjuster come out to look at my property and she stated that "this was a straight forward hail damage claim and that the roof, vents, and collateral damage around the house was from hail and should be covered by any insurance company." She also stated that there were no signs of outside influence anywhere on my roof or around the house. The most frustrating thing that the claims manager told me was that Travelers has this conversation with countless customers. Wow! You mean to tell me that you tell countless customers that the damage around the house is hail, but while the customer was at work or away from their house someone got on their roof and purposely damaged their roof! Unbelievable.... literally

Product_Or_Service: March 2011

Order_Number: [redacted]

Account_Number: XXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the resolution to be exactly how it is supposed to be. One claim for my roof and surrounding areas for the hail damage that was incurred during the hail storm. not two claims, one for hail around the house and to all the vents on the roof, and another claim for Bogus vandalism on the roof shingles. I should only have to pay for one deductable because this should only be one claim.

Business

Response:

Business Response /* (1000, 5, 2013/05/20) */

A response was sent to [redacted] on May 13, 2013, from Travelers Dallas Claim Service Center. A third party engineering service was hired and an inspection conducted April 9, 2013, and [redacted] was sent the conclusions of that report. The engineer concluded that the bundle of shingles with chipped edges from hail didn't occur from the recent storm. An estimate was provided to [redacted] on March 12, 2013. Travelers will not include any additional items based on the engineers conclusion of the damages.

Consumer Response /* (3000, 7, 2013/05/22) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

there is not a science to see the exact date from hail damage. I have spoke to numerous roofing companies and insurance adjusters concerning that particular statement and have been told that you cannot know the exact date of when hail occurred. if you can I would like for the engineer to give me the exact date of when the hail occurred. I remember the hail storm and remember seeing numerous signs of hail around my house right after the storm, yet you are telling me that I don't know when the hail occurred and must be lying. That is how I see your perception. Good job telling your customer that he is lying. great customer service, not! the engineering report has many discrepancies like this in it. the engineering report also states that there was no hail in the Plano area from that storm, but there was hail in the Frisco and Allen area. that's funny because I live on the corner of Frisco and Allen and am within 1/8-1/4 of a mile from each. that is why they call my part of town the four corners, because I live on the corner of where 4 cities meet. also I provided travelers with my home inspection report which showed no prior damages to my roof. this conflicts directly with the engineer stating that the damage was prior. travelers stated that the report was not valid to this claim even though the home inspection report is only two years old. the funny thing is that the claims manager even stated over the phone about how she recalls the hail storm last year and how many neighborhoods in Plano were affected from it. she said some were affected and some weren't. when I told her that 9 houses on my street are having roofs replaced (not even including all the houses in my neighborhood) she changed her story to it being a house by house thing. this all seems very passive on travelers part to just push actual facts under the rug and give excuses like it was prior hail or it was vandalism. even in travelers response to this Revdex.com complaint I am hearing something different. please prove to me that the hail on the roof is older than the hail around the house. you can't, because it (A) happened at the same time, (B) there is no science to determine the exact date of the hail, and (C) the home inspection report was only done a year prior to the storm and shows no damages to the roof what so ever (there were no major hail storms within that year otherwise I would have made my claim then). it is clear that travelers is focusing on things that are really not important but successfully tries to distract from the original issue. I need travelers to note the facts: there was a home inspection report of when I moved in the home two years ago that shows no damage to my roof, there are 9 houses within 200-300 feet from my house that have had roofs replaced because of the same storm. there is noted damage all round my house and on the roof from hail, and yet you are still just trying to say that they are two different claims. one for vandalism and one for hail??? in your response you did not even address a single concern that I displayed in my original complaint!!! did you read what I typed at all or was this just an automated response to a complaint???? please let me know of someone in your establishment that is attentive that I can talk to because this is absurd!

Business Response /* (4000, 9, 2013/06/03) */

A response was sent 5/30/2013 to the Texas Department of Insurance in respnse to Mr. [redacted]'s complaint. Please refer him to the Texas Deaprtment of Insurance.

Review: Dis-satisfaction with the claims adjuster services and the decisions the claims adjuster made in our home on May 22, 2013.

On May 22, 2013, the claims adjuster came to our home to assess the damage caused by a flood in our entire basement. During the assessment the claims adjuster directed the mitigation company employees to rip out everything in our basement. In the past two months we have obtained and submitted three repair quotes, we have attempted to have a re-inspection, but that ended poorly and was never completed in a proper manner. We have contacted the claims adjusters supervisor for assistance but that has not gone well either. The result of our good faith efforts have only proven to be null and void. On July 8, 2013, the insurance adjuster emailed us a settlement offer based on the June 19, 2013, incomplete and unfinished re-inspection of our basement. In the July 8, 2013, claim information the insurance adjuster has deducted our deductible again for the same claim. Several of the items in the settlement letter and the insured copy are incorrect as well. On May 22, the claims adjuster issued a check which he had deducted the deductible from the check initially. Add insult to injury the funds allotted in that initial check are several thousand dollars under the amount of the pending invoices and will not cover the repairs and replacement of everything in our basement. This second attempt at a settlement amount is not acceptable and will not begin to cover the repairs, replacement, labor and material costs. Our young adult children have been displaced from their bedrooms we cannot use the bathroom/laundry room, open area room, furnace room and storage room because everything has been gutted and it is unsafe and uninhabitable. In addition to the ripped out basement the lead test came back positive for lead based paint which is on the foundation walls, and on the lathe and plaster walls and ever since the lead abatement company was called in to make the two foot flood cut on the lathe and plaster walls the plaster has been falling off and leaving large chucks and dust in the basement. For the past two months I have been tearing out the lathe and plaster from the interior walls and have had to purchase a very expensive specialty paint to encapsulate the lead paint on the foundation walls. We have requested reimbursement for the time and labor but the insurance company has not reimbursed us for the time and labor. It has been two months since the flood in our basement and we continue to live in hazardous conditions which has added stress, emotional turmoil and extreme hardship on our entire family. Desired Settlement: The claims adjuster(Insurance Company)offered another low settlement amount which will not cover the cost to repair and replace everything ripped out of our basement. We have shown every good faith effort in dealing with the insurance adjuster. In conclusion, the additional damage to our basement falls on the poor judgment and actions of the claims adjuster who is 95% responsible for the additional damage to our basement. In researching the Utah Property Insurance Laws the claims adjuster has used misleading, deceptive and unfair insurance practices throughout our homeowners insurance claim process.

The information below is from the letter we emailed to the insurance claims adjuster and his supervisor on July 11, 2013.

"Here is what we have determined to be fair and acceptable settlement:

$25,070.00 Is the Home Value/Hazard Insurance Increase due upon our renewal date.

We have deducted the

$ - 4810.75 which was the amount of the previous check dated 5/22/13

$ -500.00 deductible which was taken out on 5/22/13

The balance remaining is the requested settlement amount=$19,759.25

Labor Reimbursement Requested=$60/hour x 70 hours=$4,200.00

Our final settlement request is=$23,959.25"

We are basing our settlement request on the letter we received from the insurance company which is dated June 5, 2013. Here is another portion of the information we sent to the insurance adjuster and his supervisor on July 11, 2013.

The letter states as follows:

"An on-site inspection of your property was completed by our claim department. They prepared a replacement cost estimate of your home based on characteristics such as the dwelling's square footage, building style, age, construction grade and extra features. Using today's costs for labor and materials, the cost to rebuild your home is estimated at $168,070.00." end quote.

In the offer to settle our claim (July 8, 2013) the insurance adjuster is offering $8300.00. The current offer is several thousand dollars under what it is going to cost in labor, repairs, materials and replacement of our lost walls, paneling, carpeting, vinyl flooring, light plates, electrical outlet plates and the list goes on. Current settlement offer has been sent back with our offer to settle this claim.

Business

Response:

Business Response /* (1000, 5, 2013/07/31) */

We respectively request an extension to Friday, 8/2/2013 to respond.

Business Response /* (-10, 7, 2013/08/01) */

A response was sent to Mr. [redacted] on 7/31/2013, outlining the sequence of events pertaining to his claim, an inital settlement check was issued to Mr. [redacted] and upon reinspection a supplemental check was issued for supplemental payment of the plaster removal.

Consumer Response /* (3000, 8, 2013/08/02) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Travelers Insurance Group has requested an extension until Friday, 8/2/2013. We cannot accept nor reject a settlement offer when there is not one offered.

Business Response /* (4000, 11, 2013/08/19) */

A second response was sent to Mr. [redacted] August 6, 2013, from Travlers Denver Claim Service Center. Travelers position has not changed. The inquiry was documented by the Revdex.com on August 2, 2013 so we suspect it was received prior to receipt of Travelers settlement letter of July 31, 2013.

To reiterate; It is Travelers position that we have paid everything that is owed based upon the facts of this loss and in accordance with the terms and conditions of your policy.

Review: Homeowners HELP with windstorm damage

I contacted Traveler's on March 18, 2013 and spoke to a customer service representative I stated to her that side of my home is collapsing and that a storm had caused a few trees to fall in my backyard onto my shed and gate. The representative informed me that tree removal was included in my insurance policy and so was the structure damage.

I was assigned to a claims adjuster by the name of [redacted]. We talked about the damage and he scheduled an appointment to come out to check out my home. He came out and I explained to him my concerns. He informed me that because my house did not collapse so the repair to the house was something I had to pay out of pocket. I was SHOCKED. I'm like I was under the impression that homeowners insurance covered you for these damages and he said no they don't. When I asked him to explain he was like it's in your policy. I was like if it would have collapsed completely it would be covered? He said yes.

Next he went to the yard and started looking at the damage to the gate and shed. He said when did the tree fall on the shed and I was like over the summer. He said well because you didn't contact us when it happened we can't repair the shed. I informed him that I did not know that I was suppose to contact them. I didn't know that tree removal was covered under my policy. I have been with Traveler's since I bought my house in 2003 and NEVER filed a claim. If I would have known to contact them when it first happened I would have done it immediately. However this is my first time filing a claim.

I received documents in the mail indicating the settlement for the damage to the property and was told a check was in the mail. I called [redacted] and asked for some additional information regarding the settlement and why it wasn't taken into consideration that I've been a customer with Traveler's for almost 10 years and that this is my first claim and that the shed should have at least been considered for the repair. He stated the length of time I've been with Traveler's did not matter and that because the tree fell on the shed over the summer and I didn't contact them till March it wasn't included in the settlement.Desired Settlement: I would like for Traveler's to have some sense of loyalty to me since I have been their customer for almost 10 years. Take into consideration my situation, work with me and put a roof on the shed.

Over the tenure I have been with Traveler's I have paid approximately $9,000 for my insurance premium and the very first time I need to file a claim I am told they will not repair the shed and if I don't pay out of my pocket to have it repaired/replaced/removed my policy will not be renewed. That is a complete rip off and is very unfair.

In addition I contacted Traveler's today 9/11/2013 to discuss this matter and was transferred to four different departments and no one could provide me with clarification or additional information on how/why this decision was made. The last customer service representative I spoke with instructed me to contact my claims adjuster.

So I called [redacted] today and his voicemail said he was out of the office but had a co-worker by the name of [redacted] ###-###-#### covering for him. I contacted [redacted] to get some clarification and he was very, very, rude, unhelpful and disrespectful. As I was explaining the situation he constantly interrupted me, would talk over me, and raised his voice numerous times. He then said to me and I quote "You are asking more than one question and so I'm not able to help you any further. It is your responsibility to take care of the upkeep of your property." WOW!

I stated to him "Well as a claims adjuster I would think that you would be able to answer any questions that I have because this is your area of expertise." I then hung up on him. My whole purpose of contacting him was because I want to maintain the upkeep of my home. The fact that he insinuated that I wasn't taking care of my home was really unnecessary, rude and honestly I was offended.

I would like a written apology from him for his interaction with me. He is in a customer oriented field and although the customer is not always right they are always the customer and should be treated with respect and dignity. Which are two things he lacked in my conversation with him today.

Your assistance with this matter is greatly appreciated.

Business

Response:

A resonse was sent to [redacted] on September 27, 2013 from Travlers Baltimore MD Claim Service Center as follows:

"We have reviewed your claim in full. The evidence gathered through the discussions

with you and through the inspection revealed that the damages to the garage

roof were the result of long term deterioration, wear and tear over time. We understand you may not have been aware of

when the damages initially occurred, but we have to use the evidence available

at the time of inspection to guide our investigation. The evidence indicated the roof was

deteriorated over time. Damages to as a

result of deterioration and/or wear and tear over time are excluded from

coverage."

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Actually it is NOT wear and tear. I had two trees fall in my yard fall onto the shed and that is what caused the damage to the shed. I have pictures of when it happened. I was told that the shed could not be repaired because it was exposed for a year and the wood was rotted. The agent NEVER said that I needed to get the shed repaired, replaced, or removed. Since "homeowners insurance" is his expertise I would expect for him to communicate that to me. However I got a letter in the mail and called Traveler's in June to find out what this meant and how to handle it. I spoke to [redacted] ###-###-#### on June 18, 2013 and was told "Let me transfer you to a licensed agent so they can explain this to you." She was unable to get an agent and took down my contact information and said that she would have someone call me back. I NEVER got a return phone call. When I did call back I got the run around and no one answered my question and then I got a letter telling me my insurance will be cancelled on October 29th. I have yet for an agent to come to my home and inspect my property. I was told by several different insurance companies that if the shed is NOT attached to the home that it should affect my homeowners insurance. I've called Traveler's to get additional clarification regarding whether or not that rule applies to an shed attached to the house or detached matters and NO ONE has returned my phone call.

So based on the fact that the insurance company stated that this was normal wear and tear my claim is being dismissed when in actuality that information is INCORRECT. In my initial claim I stated what happened and if anyone from the insurance company were to actually visit the home they would see how the trees down in the yard and that the shed was damaged from the trees falling onto the shed.

My request is very simple. All I am asking for is time to get the shed reparied. Even if the insurance company doesn't cover it allow me at least 90 days to get the shed replaced/repaired. I mean is that too much to ask especially since I am paying for homeowner's insurance and I am not receiving NO BENEFIT they can't allow me an additional 90 days to get this taken care of? I mean it is bad enough that I am paying for a service that I most likely will NEVER be allowed to use if it were up to Traveler's.

Sincerely,

Business

Response:

A response was sent to Ms [redacted] dated 10/9/2013 from Travelers Baltimore Claim Service Center:

"Please

accept this letter as a follow up to our previous email correspondences and

verbal communications. It is our

understanding that at this time you are satisfied with the additional coverage

we were able to afford and understand there is a portion of the loss that is

not covered.

Review: My insurance was changed from full coverae to liability without my knowledge. I was alerted of this after getting into an accident on 3/4/14.

Policy #: [redacted]. On March 4th I was involved in an accident. I proceeded to contact Travellers to report the claim. At that time I was advised that I did not have full coverage as my account was listed as only having liability coverage. The agent([redacted] was not able to give me an explanation why, nor did she seem interested in my accident nor with helping. With no insurance I'm forced to pay the entire amount of the damage to my car. I'm furious. The next day I visited my credit union who advised that my account was set up with FULL coverage. I set up my Travelers account through [redacted]n (Falls of Nuese Office- Raleigh NC) My agent too was shocked as he was not made aware of the change in my policy. He and I both knew that by law if a car is financed then the customer must have full coverage! During my visit, the credit union agent ugrently proceeded to contact the Traveler's agent to understand why the policy had been reduced to 'liability'. At that time I was only given the speech that 'it is a privalege to have insurance'.. etc etc. The Traveler's agent did advise that I had not had full coverage since Dec 7, 2012 and that a notice was sent to me 2 years ago! My complaint/question here is WHY WASN'T THE BANK NOTIFIED THAT I NO LONGER HAD FULL COVERAGE SO THAT THEY COULD CONTACT ME!?? I'm still making payments on my 2006 Acura- assuming that I had full coverage. I don't recall seeing a letter, NEVER received correspondence from my bank advising this huge change! Why did someone not call me or alert the bank from Travelers? I feel as though Travelers really dropped the ball in this situation. I'm not happy wiht the fact that now I have to come out of pocket for at least 3000$! So after leaving state employee credit union, I decided that I needed more answers. I proceeded to contact a Traveler's agent myself in order to get answers. I called on Sunday, March 9th. I spoke with someone who tranferred me to the customer advocate group( 8[redacted]). I explained my situation-inquiring why the change in my coverage. Noone could help!! I was then transferred to a gentleman who advised that someone would contact me to help resolve my question in 24 hours. I waited until Tuesday March 11th- and still did not receive a call back. I proceeded to call the patient advocacy group again for answers. After being transferred to 3 different representatives, I was finally put in touch with a licensor. She indicated that Travelers had reviewed my plan back in 2012 and it was determined that I was no longer elgible for full coverage due to strict guidelines. My only items consisted of a moving violation(court cost were paid) and an accident that wasn't my fault. I understand guidelines of Travlers contractual provisions with North Carolina however I was not alerted of such changes. If I am still paying for a car- I think I should be alerted via phone, email or someway! I mean my credit union wasn't even aware!- Now I'm having to pay out of pocket for costs. My car has been in the body shop for 2.5 weeks. Right now I'm expected to pay at least 2,500-3000$ as the price keeps going up. Prior to this incident I really enjoyed Travelers insurance. Now I'm considering speaking with a lawyer- I've already warned many of my friends who have kids who are seeking insurance through you not to use travelers insurance due to this lack of communication. There needs to be better communication with me (THE CUSTOMER) AND YOUR VENDORS(BANKS ETC). My state employee's agent was the only person who really seemed to care about this lack of professionalism. I've already initiated deleting this coverage. Very frustrated!Desired Settlement: At least half of the cost of repairs for my vehicle.

Business

Response:

A response was sent to Mr. Peterson on March 28, 2014, from Travelers Knoxville TN Business Center as follows:

"Thank you for your

recent inquiry to Travelers through the Revdex.com. We appreciate the opportunity to address your

concerns.

Review: Travelers [redacted] Program. I called into travelers and consultant reviewed service options with me. I wanted the [redacted] service. she stated that it was simple to set up and item was sent to me. I got item and plugged into the care. I got a letter a month later stating that item needed to be set up or I would not get discounts of program. I called [redacted]e customer support and travelers insurance, no one could help me activate plug. I do not have access to internet to set up. so I was told I would not be able to get program. I called a family member to help me set up service and he was NOT able to set up on his internet, as he could not find the activation link. I eventually got to a computer and I was not able to find link to activate set up. I had to call from library, which you can not do, and multiple steps had to be done to activate program. this set was a total inconven. to me and everyone clearly would not have access to this program.....Desired Settlement: company needs to be sure to tell callers that they will need to activate system by website,if I had I known I would not have asked for service. Seniors and non computer persons/ without internet should be able to get service, just like everybody else. it was hassle to find a computer,call consultant to get help, and THERE WERE TOO many steps to take to FIND activation log- in! THIS PROCESS NEEDS WORK! I HOPE SERVICE IS BETTER, BECAUSE REG. SUCKS!

Business

Response:

A response was sent to Ms Kee on May 22, 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.

Review: I started process for WorkersComp claim about three weeks ago June 16. Initially, and after first phone conversation, claim rep working my case said she would be happy to correspond by email since my cell service was insufficient for adequate communication; she sent a series of questions to which I promptly responded. Travelers then apparently has a change of policy and said that they would require a mandatory additional phone OR face-to-face interview. I have yet to receive additonal and final questions by email as promised by Traveler's and its agent [redacted]. Asked if Traveler's intent was to process my claim as soon as possible, their response was "under CA law we have 90 days to process claims." I have offered all resoureces and cooperation with Traveler's, offered to send my photos of hazardous work place at time of injury, etc. I believe by our documented conversations that Traveler's and its representative may be using delay tactics and evasively conspiring to deny my claim without due process and in good faith.Desired Settlement: To finish claim process by email, fax, or face-to-face if applicable under Law and/or company policy. To be fairly compensated for this seemingly discriminatory and arbitrary process that seems by Traveler's own language to be intentionally delayed or frustrated without explanation of policy or Law which has caused myself and my family further stress beyond the physical injury and stress already endured, loss of assurance for my company's requirement to provide proper and timely comp under Law.

Business

Response:

A response was sent to [redacted] on 7/11/2014 from Travelers [redacted] Claim Center.

The response explained that Travelers Claim understands [redacted] does not have reliable cell service and Travelers has offered alternatives to facilitate communication. [redacted] 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.

Review: I'm reaching out to you on behalf of the [redacted] regarding our policy ([redacted]) and a claim ([redacted]) that was filed. The claim is for damages caused within the ceiling of two top-floor units due to ice damming and other weather-related damages caused by the harsh winter and early spring storms. Upon the original assessment for the claim, the only visible damage to the units was within the ceiling drywall in both units' kitchens. One unit also has electrical interference and non-functioning lights. Based on the damages that were visible at that time, the damages estimate was $1496.53. After going through the board process of voting on which contractors would be hired to repair the damages to the roof and the units, we had a repair person come out from [redacted] in July. He was able to use a moisture-detection tool to determine if water was still getting in through breaches caused by the initial weather-related damages. He found that there was moisture in both the ceiling and within the walls behind the cabinets in a very specific area within the kitchens. Both top floor units have the exact pattern of water in their kitchens as well as one unit below. Specifically, unit 3 in 5106 has 100% moisture detectable within 3/4's of an inch behind the cabinets and ranges of 25%-80% in other units. The total repair costs within the 3 units based on the additional damages is estimated at $8000 total.After discovering that the damages exceeded what we had originally thought, we had [redacted] from Travelers out in late July to reassess the claim and include the additional damages. At that time, we also had [redacted] out and they were able to prove that unacceptable levels of moisture were still detectable in three units. It was [redacted] opinion that the damages within the drywall would not be covered by our insurance policy; however, he was not able to articulate why the damages were not covered, only citing that they were related to maintenance issues and not damages. However, we have had the roof properly maintained over the years and the additional damages are, in the Board's opinion, clearly related to the weather-related damages outlined in the original claim.Desired Settlement: We would like the additional damages to be added to the claim and covered in full by our policy. Rather than a damages estimate of $1496, the new estimate is $8000. If this is not possible, the Board intends to take all necessary steps to escalate this until an acceptable resolution is reached.

Business

Response:

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.

"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."

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I hired this insurance agency a couple of years ago because they offered lower rates than I could find other places. Every 6 months they have been raising my rates 10% and I called to ask them why because I have never had a ticket or an auto accident. Every time I call they give me different excuses. 6 moths ago they try to tell me that older cars cost more to fix. My truck at that time was 2 years old. This time when I called they are trying to tell me that my area where I live is getting better. In fact the cost of my home just dropped ten thousand dollars. Then they tried to tell me that cost of living went up. Even if it did, that usually only goes up 3%. I do know that if I would keep changing auto insurance, it would hurt my credit score. I just want a logical explanation why they keep raising my rates. My driving record is perfect, I'm retired so I don't have to drive to work everyday. I think they are taking advantage of me and it should be stopped. Thank youDesired Settlement: I put refund in the resolve area but that would not be needed if they just keep my rates where they are. Again I think they are taking advantage of the elderly in this....ME

Business

Response:

A reesponse was sent 9/15/2014 from Travelers [redacted]...

We do see that you’ve been in contact with our

Service Representatives and were advised that Travelers introduced revised,

higher rates since your policy last renewed and that this was a factor in the

higher premium. We did thoroughly review your account and can confirm that you

are receiving the following discounts: Continuous Insurance Discount, Good

Payer Discount, Home Ownership Discount, Paid in Full Discount, Safe Driver

Discount & New Car Discount for the 2012 [redacted]. There are

additional discounts available for which you may qualify; please contact our

Licensed Service Representatives. (The contact information was provided in the resonse letter as well.)

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] I saw nothing in their answer telling me why they raised my rates at 10%

Business

Response:

A response was sent to [redacted], September 22, 2014 from Travelers [redacted].

"We

appreciate the opportunity to address your concerns.

Review: I inquired of TRAVELERS regarding my car insurance before my 6 mo. expiration date as to the cost of a renewed policy which they stated to me would be over $500.00. they also stated I should call a claims adjuster; I believe her name may have been Jeanette on the East coast. I called her several times and left several voice messages for her to return my call. TRAVELERS wanted a summary of a fender bender which occured on private property (a [redacted] parking lot) because a Mr. [redacted] so they said; complained about damage over $1000.00, (not what I saw). Neither of us received a ticket, I can only assume that TRAVELERS wanted to make it a personal issue. I never received any return phone call and because their quote was too high I went with another car insurance company on September 30, 2015. I picked up a bill from them at my POB on November 23rd 2015 for $75.00, insurance coverage till Nov. 11th 2015 or Nov 12th so they said when I called their number [redacted]- to ask why this bill? They stated I never cancelled with them. My complaint is that I never ever had to sign a document of cancellation at anytime during my insurance history I just went with another company when I felt I received a better quote. I never also was given the third degree or ever given such a high quote. My new rate is much lower, and I was already with a new insurance company on September 30, 2015 so why should they make a big stink about how I owe them $75.00? On the 7th of December I faxed them a CEASE AND DESIST letter. I will fax you both copies.I do have car insurance and do not want to mention the company because I don't want to take the chance of problems coming from behind. Please forward any correspondence to my POB address. I would like to Thank You in advance for your co-operation in this matter.

Yours truly,

[redacted]Desired Settlement: No further solicitation, or contact from ,or charges forwarded to me from them as they stated as due to them.

Business

Response:

A response was sent 12/11/2015.

I understand that you have replaced your auto coverage with another carrier on September 30, 2015. Unfortunately, I was unable to locate a request prior to your recent call with our service center on November 23, 2015.

Review: My homeowners policy was non-renewed. Information supplied by the company indicated the only reason was two claims in March 2015 arising from record snowstorms and cold weather this past winter. Total claims paid by Travelers were just over $11,000.

The non-renewal seems arbitrary and unfair (unless every [redacted] homeowner with this claim amount was also non-renewed, which seems unlikely). No offer or suggestion was made by Travelers based on higher deductible or preventive modification of my house.Desired Settlement: Reversal of non-renewal decision. Database shared by insurers in [redacted] has made it virtually impossible to buy insurance from any other frontline carrier.

Business

Response:

A response was sent to Mr. [redacted]:

Your complaint was related to our recent nonrenewal of your

homeowners policy, which it appears you view as unfair. I 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 guidelines. This is the foundation for the decision.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have had subsequent communication with the company which corrected their first response and left the door open for further discussion. The matter is still open.

Review: In November I received a cancellation notice from Traveller's Insurance due to some repairs that needed to be completed. When I completed said repairs and provided the appropriate documentation from Traveller's (serviced via [redacted] home insurance) I received an e-mail that they would not be cancelling my coverage and that the repairs, given the photographic documentation were satisfactory. Because I was out of town for several weeks I missed a bill for $93 and oddly Traveller's appears to have cancelled my policy when I was about to call and settle the debts. It was the first bill I received after my initial payment.Desired Settlement: Resumption of service without arbitrary dismissal.

Business

Response:

A response was sent to [redacted] on 1/28/2016.

Cancellation of the Homesaver Policy was withdrawn and coverage continues without lapse. It had to be reinstated via a new policy.

The Homeowners Renters Policy cancellation, can be reinstated if Travelers receives payment of $40.81 before February 27, 2016.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Sincerely,

Review: I have been a loyal travelers customer while insuring home and cars thru them for last 3 years. I left them back in April. They wanted me to send a proof of my new insurance on an email. This email address is incoming only & they never responds to any questions like if they received documents or not. Even though I sent proof of insurance few months later they mailed me a invoice for Auto insurance asking for pending payment. Upon calling them, they said they only received cancellation request for Home insurance & not auto. Right away I got on a conference call with travelers agent & my auto insurance company. The new insurance company happily faxed them proof of insurance. However, by mistake a proof of insurance was sent with latest date (not back dated). This was a pure mistake as the agent already talked about start date of insurance on phone. Without calling or emailing me, they directly sent a collection notice & complain to department of motor vehicle stating I don't have insurance. Now, I had to go thru all these stress of working with [redacted] & collection while I still didn't owe them what they were claiming & they eventually adjusted after I called them again & again asking if they received proof they wanted (they would never call, email or communicate). During the entire process, I told them to email/call me before if there is a lack of communication but instead they would want me to keep calling them & explain the matter again and again to their agents. Spent hours & wasted so much of my time.Desired Settlement: Not expecting this kind of unreasonable behaviour from such a large organization. They need to respect value of customer's time. Every agent can't just say "call us back" we will never call you back to follow-up on items like we received documents etc. Just can't refer issue to collection agency which potentially could impact credit of customers.

Business

Response:

A response was sent to [redacted] on October 22, 2013 from Travelers [redacted] Business Center.

Apologized for his overall service experience. Per the phone conversation, there will not be a negative result on his credit score. The collections department confirmed that the balance is paid in full, and there will be no further collection pursuit activity.

Review: Numerous bills in piecemeal fashion have been received from TRAVELERS with regard to homeowners insurance, specifically on two (2) separate policies. Originally TRAVELERS provided coverage on three (3) properties, however one (1) property was canceled by customer due to transfer of ownership. TRAVELERS illegally lapsed insurance coverage 1+ months early on the remaining two (2) properties due to their claim of non-payment. Copies of cashed irrevocable trust checks paying the premiums on full were provided numerous times, demonstrating that the lapsed policies were paid in full upon receipt of invoice. Further attempts to clarify and demonstrate that home owners insurance policies were all were paid in full (cancelled irrevocable trust checks provided numerous times) upon receipt of billing have been received with collection notices and evasive tactics, and forensic accounting (without proof)and collection company billing form two (2) separate agencies to confuse the issue.Desired Settlement: Written confirmation on TRAVELERS letterhead which clears this former TAVELERS home owners Account No. [redacted] from all debt claims and removes all traces of erroneous billing and collection claim amounts from two (2) separate credit collection company files in the amounts: $233.29 and $221.71 which total $455.00

Business

Response:

A response was sent to Ms. [redacted] on 9/19/2013, from Travelers [redacted] Service Center, due to Travelers receipt of a direct complaint from Ms. [redacted]. She responded via email to Travelers [redacted] Service Center, and a subsequent response was set to her on 10/10/2013. Based on the 9/19/2013 response, Ms. [redacted] had not submitted 'proof' to Travelers that she sold home to her son, in order for Travelers to use the date of sale as the cancellation date of the policy. Two other property policies were cancelled for non-payment. The issue was resolved when Ms. [redacted] submitted the 'proof' documentation and the cancellation date was corrected to 4/27/2012. All collection activity has been stopped on the two prior policies, and two new policies have been issued.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The core issue in this situation is that two (2) policies ([redacted] and [redacted], both [redacted] NY) were prematurely cancelled due to the incorrect claim by [redacted] / Travelers of non-payment. Proof of this was sent numerous times via the cleared [redacted] checks in the full amounts of the two (2) policy premiums.

The premature cancellations forced me to solicit insurance coverages from another company, which I was able to find by June 2013.

Regarding 'proof' of ownership transfer of the third property, I have the right to carry insurance with any company I want to and am not obligated to carry a certain company's policy. I submitted a notice in writing (which accompanied a premium bill payment) for cancellation of [redacted] policy as well as confirmation via phone calls.

The resolution I require is to ensure the complete stoppage of collections for payments which were already made, and to remove any new policy coverages by [redacted] / Travelers insurance that are in my name. I do not need home owners coverage by [redacted] / Travelers any longer.

Sincerely,

Business

Response:

An email response was sent to Ms. [redacted] on October 25, 2013 from Travelers [redacted] Business Center:

"In regards to your suggested resolution, Travelers/[redacted]

agrees to cancel active insurance policies for the addresses of [redacted], NY [redacted] and [redacted], NY [redacted] effective

May 1, 2013 and stop all collection efforts."