Travelers Companies, Inc.

Review: They charge $3.00 for sending a bill in the mail or $2.00 all monthly to send you an electronic bill, this was never disclosed and from what I have seen online is not necessary or allowed. I called to get resolved or at least get a refund on some of them but they were uncooperative and would not transfer me to someone who could help me.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund of the fees since it was not disclosed and if it was, I would of paid my premium up front to avoid additional charges

Business

Response:

Business Response /* (1000, 5, 2013/08/07) */

A response was sent to Mr. [redacted] on August 7, 2013 from Travelers Glens Falls Business Center. At Travelers, we offer several different payment options to our customers that allow them to chose the payment method that is most convenient to them. In Mr. [redacted]'s new business package as well as with his renewal, there was enclosed a billing disclosure notice that provided him with the available payment options and fees associated with each. Another copy was sent with this response to Mr. [redacted]. Based on this disclosure we are unable to reimburse the fees requested.

Consumer Response /* (3000, 7, 2013/08/09) */

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

They sent me nothing of the sort, blatently lying, this is not expceptable and it based on principal at this time. I disclose all charges to my customers in my industry.

Review: My car was hit on 10/22/2013 in the parking lot of [redacted]. The police called [redacted] towing company to pick up my car . I took pictures of my car while it was being towed. The insurance comapny called me and asked who did I want to make the repairs. The insurance company told me that they had a contract with [redacted] collision. So I decided to go with them. The insurance company and my self was on three way giving [redacted] collision permission to pick my car up. I have a 2013 Chry 200. I purchased my car November of 2012. [redacted] collision called [redacted] towing to pick up my car. On Friday 10/25/2013 I went to sigh papers so that [redacted] could start the repairs. A man name [redacted] took me outside and showed me a scratch front center on the trunk and a mark on the door on the passenger side. He told me that the scratches was there when they got my car he said they were pre existing mark. I told him that my car did not have any marks prior to getting hit. [redacted] said he would call [redacted] from the insurance company. I called [redacted] and told him that my car did not have any marks prior to it getting hit. He wnt to see the car and told me that he was not going to cover the damages. He advised me to call the towing companies. I called [redacted] towing and spoke to Mr. [redacted]. Mr. [redacted] told me to have the Insurance company call them. [redacted] fro [redacted] said he would have [redacted] towing call me. [redacted] gave me an estimate of $538.00, they said they did not have a problem doing the repairs as long as some pays for it. I sent [redacted] from travlers pics from my phone of the door. I did not take any pics of the trunk. [redacted] claims since the marks were not here at the time of the accident that hey are not responsible. I did not get paid for wages lost. Mr. [redacted] said because I was not in the car at the time of the accident. I was called on Friday at aroung 3:00 form travlers telling me that my car was repaired and that I had to return the rental car. I had death in my family.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for my car to be returned to me the same way it was before it was hit while being parked in the Parking lot at [redacted]. I don't beleive that this is being handled correctly and I should not have to pay oout of my poket for the repairs. I called [redacted] Towing yesterday. [redacted] has not returned my call Mr. [redacted] from [redacted] towing was suppose to go see my car yesterday. I did not hear any thing from them yet. What should I

Business

Response:

A response was sent to Ms [redacted], November 18, 2013 from Travelers [redacted] Claim Service Center:

"[redacted], hereinafter referred to as Travelers, received your

inquiry on November 15, 2013. Thank you for taking the time to contact

Travelers and offer us your perspective on the damages to your vehicle, the

2013 Chrysler 200. In response to your inquiries, we have reviewed your claim

again and offer this letter as our response to the additional damages you are

claiming to your vehicle.

Review: I filed a home insurance claim with Travelers regarding wind damage and a leak sustained during the storm of October 2012. I did not know I had a roof damage until my chimney contractor I hired brought it to my attention on May 17. After that, I had three roofing contractor who all indicated that there was wind damage and hail damage. [redacted]. After the insurance representatives, [redacted] and her supervisor [redacted] came to inspect the roof On June 16, 2014, my contractor, [redacted], showed them several areas in my roof that had wind damage. They conceded that I have damages but declined my claim because I could not prove to them that the damages happened on that day. They cannot prove that the damages did not happen on that day. I have been insured by Travelers since I bought my house in October 2008 and then I switched to a different insurance carrier on Feb 2013. The house was inspected by the bank as well as the inspector I hired. There was no damage whatsoever. I told [redacted] that I found one shingle and debris on my yard following the storm of October 2012 right before Halloween. I remembered this so vividly because it was so windy that I had to fill two city garbage pails with water and tied them to the swing set that was not anchored on the ground. I also told her that I contacted my agent regarding the leak who advised me that it was not worth claiming it because of my higher deductible. I did not think much of the shingle and the debris I found on the ground until the chimney contractor told me about the roof damages. I sent her the receipt for the chimney work because she wants to confirm my story. She even contacted the chimney guy to verify it. The claim handler was skeptical about why it took so long to file the claim. I explained to her that I don't get on my roof to look for damages. if it was not for the chimney contractor, I would have never found that out. Travelers are clearly acting in bad faith- violationDesired Settlement: they have to replace my damaged roof

Business

Response:

A response was sent to [redacted], July 25, 2014 from Travelers Hartford CT Claim Service Center as follows:

"

Please accept this letter in

response to your correspondence to the Revdex.com dated July 18,

2014. I appreciate the opportunity to

review this matter and explain the handling of this claim.

Review: On April 21st, 2014 I cancelled my Insurance Policy with Travellers Insurance after 17 years. I made a payment on line for the amount equal to the current month. I did not hear any thing from Travelers, although I taught I overpaid. On August 15th I received a letter from a collection agency telling me that I owed the amount of $75.65. I had no correspondence with Travellers explaining why I have a balance of that amount.I had new Insurance on April 21 2014 from [redacted], whom I had contacted My broker which was [redacted]. Neither the broker nor Travellers contacted me. I would like an explaination.Desired Settlement: I would like an explaination from some one telling me why I am owing this money because I thing that they owed me that money.

Business

Response:

A response to [redacted] was sent August 25, 2014 from [redacted] 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: Immediately following a valid and paid claim my home insurance rates were raised by $1600(incidentally about the amount of the claim). The company failed to inform me of these changes and simply passed the bill on to my mortgage company who paid it. Fast forward 10 months and my monthly house payment goes up dramatically because the mortgage company suddenly wants their money back. Insurance company says it's not their fault, mortgage company says it's not their fault either, both redirect me to the other. Insurance customer service rep stated "it was a state-wide increase" which is demonstrably false information.

I'm filing a complaint against both the insurance and mortgage companies since both were complicit and both refuse to accept responsibility.

I've been deprived of the opportunity to shop around for a better rate, and quotes from other companies suggest the raised rate is outrageously high. If I refuse to pay a grossly unfair charge I could lose my house.Desired Settlement: I want my reasonable insurance rate back and the $1600 Charge removed and to be credited for what I've already had to pay or risk foreclosure.

Business

Response:

A response was sent 2/27/2015 to Mr. [redacted], outlining the premium for current policy term and prior policy term. The increase was $875, but not by $1600.A review of the claim notes indicated it was reported timely, claim was paid and setteld March 29, 2014. due to the timing of the claim closure, the claim was not used in the rating of the polcy renewal 4/30/2014 to 4/30/2015. The policy renewal documents were printed and mailed on March 11, 2015. Per the GEICO phone contact records, there is no contact from Mr. [redacted] in regards to the renewal premium until February 3, 2015. The increase in Travelers homeowner insurance rates in Alabama were discussed with Mr. [redacted] on February 3, 2015, which was the reason for the increase in his policy.

Review: First off I want to express this issue could have been very issue for Traveler's Insurance to have avoided in the first place. It is due to employee negligence that caused it.

I lived in [redacted] and had my renters insurance and car insurance through travelers. I bought a home at the end of May in [redacted]. I called and canceled my renters insurance and added home owners insurance. I told the representative that I needed to change my auto insurance from [redacted] to [redacted] and gave her my new address. She took my new address, but said there would be no price change or difference between the states. She seemed to have an attitude that I was asking questions as to what needed to be done to switch my policy to a new state. She said it was done and that was that.

Here is where the trouble starts. In September, my credit card had had an unauthorized charge on it. I had the card canceled and a new one issued. I called Travelers to update them about my payment and that's when I found out my policy was never updated from [redacted] to [redacted]. I had over paid for about 5 months. The [redacted] policy is about 25 dollars a month lower. I was assured I would get either a refund or a credit for the amount I had over paid since this was the employee had been negligent in providing me a new [redacted] auto policy. A week later I called back for an update on the situation. It turns out I was now being billed for both [redacted] and [redacted]. The Representative canceled the [redacted] policy. However, I asked about the refund. I was transferred to a manager named Denise at ext [redacted]. She basically blamed me for the whole situation. Her defense for the poor service and mistakes the representatives kept making were my fault for some how not providing them with the correct information. She refused to refund me or give me a credit because no matter what mistakes Travelers auto insurance makes it is always the customers fault. I asked for a new policy. I stated I had moved from [redacted] to [redacted]. How could I make it any simpler or more clear. She actually thought the company deserved praise for issuing the new [redacted] policy in September when I called back in May. feel this is unacceptable. The original employee I called to issue a new policy did not do her job by any means even close. It seemed she was five minutes from the end of her shift and that was it. Travelers could just simply own up to the mistake. They refuse to own up to it, but worse want to blame me for it completely. I am not currently impressed with Travelers. I use to think it was a good insurance company. I have been with this company for six years. Denise could care less about fixing this issue or owning up to the responsibility Travelers has to keep customers information accurate and up to date even if they lose money to lower policies depending on different states.Desired Settlement: I would like to be refunded for the amount I was over charged for the [redacted] policy. It is around $125.00. If Travelers had did their job that day in May , I would have been billed for a [redacted] policy which was around $25.00 dollars lower. I never even received a half- hearted apology. All I have received from Travelers is constant mistakes on issuing a new policy and blame for their failures to issue a new policy and to correct the original representatives mistakes.

Business

Response:

A response was sent to [redacted], $273.93 refund was reapplied to ** policy as insured requested.

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 .

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

Review: I bought Travelers Insurance to insure a second home in Washington State. A few weeks before the policy was up for renewal I received a letter from Travelers saying they were terminating the policy.They cited failure to "receive requested underwriting information". They had never asked me for any additional information.They cited "occupancy status of the dwelling". This is odd, since it has always been declared as a second home.There was no telephone number or address included on the letter from Travelers for any questions or issues to be dealt with.A second page of the letter said that they were basing the decision on information from a company based in New York. Who or what this company does is not clear. What this other company knows about property on the West Coast is not clear.I am referring Travelers to the Revdex.com for their ridiculously high handed and uncommunicative approach and highly recommend using a different insurer. I am currently in the process of refinancing and this is just the kind of thing that can mess you up. I hope Travelers' changes its approach to customer service.

Product_Or_Service: Home and contents insurance

Account_Number: XXXXXXXXX XXX X

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Travelers to contact me - preferbaly by telephone or e-mail - and to renew the policy.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

A response was sent to Mr. [redacted], 4/29/2013 from Travelers Glens Falls Business Center. Travelers eligibility requirements stipulate that if we insure a secondary home, we must also insure the primary home. Travelers understood that the dwelling in Washington was not his primary home, but that it was only temporary and Mr. [redacted] would be moving from Iowa. On that basis, Travelers agreed to issue this policy, with the expectation that we would be notified when the Washington dwelling became Mr. [redacted]'s primary residence. An inspection in June 2013 determined the home was unoccupied. Recently, Travelers learned that this dwelling will remain as his secondary home. Because it is not Mr. [redacted]'s primary residence, the policy was non-renewed.

Review: Called traveler's insurance 16 times in a three hour period to make a payment. Called yesterday on January 3rd, and the representative said I could call on Saturday from 7am to 5pm. I started calling today at 2:30pm and was given 11 different numbers via the business' website and automated services. My insurance was going to be cancelled and I have until midnight eastern time to make the payment on January 4th.The number to make payments wouldn't accept my payment and the online payment website wouldn't allow me to sign up because I live in [redacted].

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Financial compensation for all my lost time and frustration with this company. I want the company to be more accessible for myself and other clients trying to make payments to this company.

Business

Response:

A response was sent to [redacted], January 9, 2014 from Travelers [redacted] Business Center as follows:

"I was recently made aware of the concerns that you expressed

to the Revdex.com relating to the inability to contact us during

normal business hours in order to transact business pertaining to your

automobile policy.

Review: On April 1, 2014, I was issued a homeowner's policy from Traveler's Home and Marine Insurance Company through my insurance agen[redacted] Insurance. Upon issuance of the policy, Traveler's debited my checking account $173.36 as the initial payment. Subsequently, on April 21, 2014, Traveler's again debited my checking account $49.50 for an unknown reason.On April 23, 2014, I received a letter from Traveler's stating there were some maintenance items/conditions that had been identified that needed repairing.After submitting the requested proof/photos showing the identified maintenance issues had been addressed, I received a phone call and email from my insurance agent, NSL Financial/Nationwide, that the repairs were unsatisfactory and that my insurance coverage was canceled effective June 3, 2014.Desired Settlement: I am hereby requesting a full refund in the amount of $252.14. Traveler's should have first inspected my home to determine if they could/would provide insurance coverage before they took money from me. Yet Traveler's took my money only to notify me weeks later that I must make several exorbitant repairs that they knew I would not be able to make in such a short time so they could justify stealing my money and cancelling my policy. I feel I was illegally lured into theft.

Business

Response:

A response was sent to [redacted] 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.

Review: Multiple calls needed to get policy cancelled. Policy premium taken out of bank account after policy cancellation. Refunds not issued when promised

I first tried to cancel my renters insurance policy on May 27th. [redacted] noted that the policy was canceled but Travelers did NOT. Called again on May 30th to have policy cancelled, and it was finally cancelled and a refund of $22 was supposed to be issued for the policy premiums paid in advance. on June 5th another policy premium of $16 dollars was taken from checking account, nearly a week after the policy was CANCELED! Another call was made to Travelers, where they apologized for the "inconvenience" and said we would be getting a $36 dollar refund immediately (a full $2 less than the amount that should have been issued $22 refund plus the $16 that was taken when it shouldn't have). To this date (with 3 more calls made to travelers and [redacted] is trying to help get this resolved), and we have STILL not received our money. Money in which we are owed; $16 of which should have NEVER been taken to begin with. This is $16 that was money that came out of my FOOD budget (on a limited income $16 is a big deal), and when Travelers heard this they said "sorry for the inconvenience". Now they are saying that money has been issued, but the bank has NO record of it; and that they have 30 days to stop payment and then reissue the payment. What happened to MY MONEY??? It is not my fault that they are incompetent and not only couldn't cancel a policy the first time, but to then take money out of my accounts AFTER the policy was cancelled and then tell me "oops" and we'll get the money back to you when we please is NOT acceptable. It is theft to take funds that are not their own, and then not return them IMMEDIATELY! If the $16 is not returned immediately, we will file a police report for theft! The $22 refund we understand they have time to give back, but the $16 that they took after the policy was cancelled is NOT a normal refund it is a refund of funds that were not theirs to begin with!Desired Settlement: The $16 that was unlawfully taken from checking account after the policy was cancelled. This $16 I would like immediately. Plus, the $22 refund that was promised when the first call on 5/27/2015 was made to cancel the account; for over payment of premium to the canceled account.

Business

Response:

A response was sent to Ms [redacted] 6/16/2015.The notes from the account were reviewed and she should have received the $36.00 refund. An additional $2.00 is being refunded and should reach her account within 5 business days. Contact information has been provided in the response letter in case she has not received that $36.00 refund.

Computerized to the point of incompetence. Sends duplicate paper work, no interoffice communications to correct it, and worst of all everyone you talked with had a different answer to the problem. Still getting bills after policy was canceled 12 days ago. Refund on unused home policy 6/19/2015 but no action on auto policy as of 6/282015 and both were cancelled the same day. Used the ol bait and switch to get me to sign up, then raised my premium. Had to cancel and go back to my old insurance company, what a mess.

Review: Claim handler using delay tactics in handling claim.\par Claim HNG4663 regarding stolen golf cart valued at $6700 insured for $6000 w/ $250 deductible. Claim handler [redacted] was sent bill of sale, police report, pictures of golf cart and notarized affidavit. His response was that the golf cart was valued at $3300 so less the deductible he offered to send a check for $3050, much less than half the value of the cart. Every time I spoke with him he kept asking for more verification of the golf cart's value. When I responded that I insured the cart for $6000 he responded that Traveler's did not have to pay the amount insured but what they determine the value to be. This was a highly customized golf cart and he's thinking it was a basic golf cart like those on golf courses. He's calling states all over the southeast instead of calling Horry County golf cart dealers who could provide him with accurate information. I perceive this to be nothing less than an attempt to pay out a ridiculously low settlement hoping I will throw my hands up and take what he's offering. \par \par I have several policies with Traveler's but am considering another insurance provider for any future needs I may have. If I insured a car for $25K I would sure hate to think that Traveler's wanted to send me a check for less than half the value. I suppose that the good rates you get with Traveler's is offset by terrible customer service.

Desired Settlement: fs16 Given the value of the golf cart I would expect no less than $5750 settlement, an amount that reflects the amount insured less the deductible.)

Business

Response:

Business Response /* (1000, 5, 2013/07/09) */

A response was sent to Mr.[redacted], 7/8/2013. The golf cart was originally appraised as a regular golf cart. That information was forwarded to Travelers Total Loss Department. The claim was reviwed with Mr. [redacted] and Travelers was able to get some additional information on how the golf cart was equipped. Calls were placed to several vendors in order to make sure the price we were offering was a fair value on the vehicle. The vendors contacted included the dealer that sold Mr. [redacted] the golf cart.

Review: 4-30-15 travelers home owners insurance failed to give me a $32 credit for having my 2014-2015 fire and burgalar system discount for the year; and a $32 credit for my upcoming home owners insurance renewal year 2015-2016 totaling $64. travelers mailed me a renewal bill for $817 but the above credits has to be applied to: $817-$64=$752 for my 2015-2016 renewal. I faxed again my [redacted] certificate to [redacted]-travelers back in june 2013 & just in march 2015. i've also spoken to several of travelers rep's within two weeks who stated they would apply the $64 credit and mail me a copy of my new declaration homeowners policy but I haven't received that info' yet. travelers [redacted] office number. I need the entire $64 credit applied and my june 2015-june 2016 new policy declaration pages mailed to me or I won't do business with travelers in the future. I will also file a complaint with the [redacted] insurance commissioner for fraud.Desired Settlement: 4-30-15 I need the entire $64 credit applied and my june 2015-june 2016 new policy declaration pages mailed to me or I won't do business with travelers in the future. I will also file a complaint with the [redacted] insurance commissioner for fraud.

Business

Response:

A response has been sent to Ms. [redacted] 5/6/5015 as follows:

I have completed a review of your homeowners policy

in response to your request for the credit and supporting documentation.

During my review, I was unable to locate the

verification of the alarms sent to us prior to April 17, 2015. We successfully received the required proof

of the burglar and fire alarms via fax on April 17, 2015. We have modified your policy to include the

credits for the June 11, 2014 – June 11, 2015 policy term, as well as your

upcoming renewal for June 11, 2015 – June 11, 2016.

The upcoming renewal for June 11, 2015 was mailed to

you originally reflecting a total premium of $816. A credit of $32 was applied to this policy and

an updated copy of your policy was mailed to you. The revised annual premium for the renewal is

$784.00.

Regarding your billing and how these credits have

been applied, your policy was paid in full for June 11, 2014 – June 11, 2015 in

the amount of $792. When the 2015

renewal offer was issued, the balance was $816.

Two credits of $32 have been applied, reducing the total balance due to

$752. If we receive a payment from your

mortgage company for an amount other than this balance due, we will issue a

refund check directly to you for the difference. As of today’s date, we have not yet received

payment.

Enclosed, I have provided you with a

confirmation of the policy change for the current policy period, expiring on

June 11, 2015. I have also included a

copy of your billing history reflecting the credits we have applied to your

policy. A copy of your policy has also

been mailed to you under a separate cover.

Please feel free to contact our service center if we need to update your

mailing address.

Consumer

Response:

5-7-1

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

Review: Travelers Insurance.All my street houses got full roof replacements except me. We have been singled out and engineer adjuster will come for 3rd time.

I have been with this company all my life. Renters, home owners insurances. Then we had hail damage. All houses on my street: houses in front of my house and the house next to me (we share a wall) got full roof replacements from there insurance companies. Except me with Travelers!!! First adjuster did not even went up on a roof, and issued a partial roof replacement only due to the valleys being damaged. Maybe 20% of total roof and labor of 1 hour! This is such a clear case of Willful Neglect, that we are considering sending a letter to the state attorney general.

When we complaint to insurance, there response was "case closed, as you agreed with us". We never did. So, finally the second adjuster came in and they could not come to the agreement with our contractor.

So, now the company is sending a roofing engineer - to make sure that we need a roof replaced or not.

We have been singled out in the whole neighborhood - not even the street. Why my neighbors did not need to go through this? Why me? Simple answer - Travelers Insurance.Desired Settlement: The Full Roof and Siding Replacements. Same as my twin home neighbor.

Business

Response:

A response was sent to Ms. [redacted], October 21, 2013 from Travelers [redacted] Claim Service Center:

The first inspection was August 22, 2013 in response to the filing of the claim for storm related damage on August 8, 2013. The claim professional found evidence of hail damage to soft metal vents on the roof, facia, coping on a parapet wall, gutters and downspouts and an estimate was prepared for those observed damages.

On or about September 9, 2013, customer requested a reinspection of the roof, and after a complete review of the file, Travelers informed the customer we will not reinspect the loss. At the initial inspection, the customer's contractor, claim professional and Travelers roofing consultant were all in agreement with the extend of the hail damage noted in the inspection. The customer's contractor was in agreement of the scope of damage and Travelers estimate for reasonable repairs to the damaged areas.

On October 2, 2013, customer requested reinspection, and a second inspection of the roof with the customer and their contractor present was performed. No evidence of hale or wind related damage to the roof. Travelers approved the use of a certified engineer to inspect the property for hail and wind related damage on October 14, 2013. Travelers is awaiting the results of this inspection by report. Upon receipt of this report a copy will be shared with the customer. Travelers will review the report and make any revisions necessary based on the engineer's findings.

Review: We contacted this insurance company 4 times since they have been our home owners, and each time they find a reason not to cover our claim. This time they need to pay for the repair. Back in May we had a leak in our bathroom, I caught the leak and called [redacted] to repair. They came out the next day and fixed the leak. Later that day we noticed a bubble in the ceiling of our garage and the floor of the bathroom started to lift. so we called travelers insurance and [redacted] came out the next day. She stated that as long as the leak wasn't longer then 14 days there would be no problem. She took her pictures. A week later we were told they would not cover the damage because it look as though it was over 14 days. We fought, they then sent out a inspector who told us one thing but them another. When I received the report yesterday I went through the report and contacted the company. The manager there and I spoke for half an hour and went through all the info. He decided he would call Travelers and have them, his agent and myself talk to figure out what was to be done. Today [redacted] called my husband snapping out saying the case was closed they are not going to do anything. That he didn't care what the damage is or who happens to get injured in the process. I have 3 children under the age of 13, one working bathroom. We now have to take showers downstairs but cant use the toilet there. We cannot use our garage since there is now a hole in the ceiling. I am not very happy with this company. They need to repair the issue.Desired Settlement: I want them to fix the problem. My bathroom needs to be repaired and it will cost all of 1000.00 to fix if not less. They need to be responsible to their clients and not just take the money they are paid to protect us. Sooner or later they are going to stop covering anything. What if the house caught on fire, are they going to decide not to cover the damage because the fire took place on a day they feel shouldn't be covered?

Business

Response:

A response was sent to [redacted], 7/3/2014 from Travelers [redacted] as follows:

"We acknowledge receipt of the Revdex.com complaint submitted to The Travelers Home and Marine Insurance Company

on June 27, 2014 regarding the above captioned claim. We will recap the pertinent facts of this matter below.

Review: Subject: CLAIM [redacted]Dear I regret to have to write about an unpleasant experience that I am currently experiencing with the Travelers Insurance Company. I prefer to contact a company only in praise of an employee or the companys actions. Unfortunately, my situation is such that it is necessary for me to forward a complaint to you.I lost my home through fire, May 28, 2014. I expected support from my insurance provider, Travelers in which I have been faithful in paying without delay. When, I needed their support, I was faced with confusion and dissatisfaction through customer service from one of the assigned adjusters, [redacted].My dwelling adjuster, [redacted] has been extremely unprofessional in every way. Upon his first day at my dwelling, I requested if he looked in my attic. He stated that he did not have to because he had all the information he required. I then informed him about other Travelers personnel who had informed me that my dwelling was a total loss. He stated that the person did not work for travelers. However, [redacted] was subcontracted out to come to my residence from Travelers. [redacted] requested [redacted], a contractor from [redacted] come to inspect, from a different county. In addition, [redacted] called [redacted] from [redacted] and informed him that he should have kept the information to himself. [redacted] contacted me and immediately informed me of this conversation. I then contacted [redacted] (Supervisor, ###-###-####). Travelers has a paragraph stating how that their policy is very instrumental in their support to the military and federal workers. However, this is not the case here. [redacted] stated that [redacted] may have used poor communications. I informed him that it was a lack of integrity to their customer. Anyone coming to the residence to inspect should be utilizing their best efforts in ensuring that all aspects of the job are performed properly.[redacted] did not request that a structural engineer come out to my resident until after I contacted his supervisor, [redacted]. At this time, [redacted] was sent from [redacted] to inspect my home. After the report was received by [redacted], I requested that both he and his structural engineer speak with me and my structural engineer and contractor. [redacted] stated that he would send a copy of the report on 11 July 14. Instead, [redacted] sent a letter on 21 July stating he would be paying off my home mortgage without discussion from me or my inspectors. On July 22, 2014, I informed [redacted] that it was unacceptable for him to send any payment to anyone without discussing the matter first with the home owner. I later called Mr. [redacted] to request a change in adjusters and he informed me that he would oversee the claim and that he had no one to replace him with.In addition, the dwelling adjuster, [redacted], sent confidential information pertaining to my policy and estimate to a third party without my authorization. This e-mail disclosed personal information that he had not discussed with me. He has also consistently pressured the subcontractor over my lodging to force me out of my temporary quarters when he was aware that I had been sick through direct conversations with me.His reluctance to speak with me directly and handle this claim in a professional matter is very upsetting and not a professional representation of the Travelers insurance motto. The estimate that I received after the fact, left out the following items:Testing of grounds -property was on fire for over an hourDemo of propertyReplacement of SlabPlumbingI have received no resolution to date of my property damage. As a result, I am still displaced and awaiting a speedy determination of findings. During this tragic loss of casualty/property experience, I lost my dog which was traumatic and left a void, in my heart. [redacted] has disrespected every request to communicate on my property estimate. At this point, I am requesting that [redacted] be removed to prevent any further delay in my resolution of property. I am currently having my contractor and structural engineers review the documents for future discussions with Mr. [redacted]. I am respectfully requesting assistance to remove [redacted] from my claim and ensure proper processing of the claim, at hand.I am a federal employee of 27 years striving to provide a simple but adequate dwelling for myself and family. A home in which my family can be safe from unnecessary waste and erroneous material.I have had multiple structural engineers and contractors come and inspect my residence as follows:[redacted]Steele Home Construction[redacted] Home Construction[redacted] Home Construction[redacted] Home Construction[redacted] Custom HomesSchrimisher Renovation HomeIn addition, I have had plumbers, electricians; brick layers and representation from every entity of the home inspect my residence multiple times. I am enclosing documents received to date. The cost for testing the ground has not been incorporated into any of the estimates provided. I was informed it could run from $12,000 to $16,000 alone. [redacted] discounted my feelings and my rights as a home owner to participate in the settlement of my resolution of home damage through fire. He provided extremely poor customer service on my claim.My point of contact information is [redacted], ###-###-####.Sincerely,[redacted]Travelers Customer/CLAIM # [redacted]Desired Settlement: My desired settlement would be for the cost estimate that my inspector and team came up to replace all damaged repairs for $389,000 which includes testing. [redacted] and his team evaluated my travelers estimate. [redacted] conventiently left out multiple elements that were destroyed through fire. I would appreciate a new adjuster being assigned to my claim to expedite the resolution in a fair way. I would appreciate [redacted] having no further contact with me on this claim.

Business

Response:

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 ("[redacted]"), 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.

Review: I had this insurance company for 3.5 year, at which time I filed and insurance claim. The claim took some time, but did get resolved. Approximately 1.5 years after I made this claim, I receive a letter from Travelers telling me that they are going to cancel my insurance due to the claim that I filed. I would like to know how they can justify cancelling my insurance. when I only had 1 claim in 5 years.Desired Settlement: I would like my insurance re-instated.

Business

Response:

A response was sent to Ms. [redacted], October 23, 2014 from Travelers.

"Travelers has

researched your file and we are willing to reconsider coverage for your

business. This will be based on a new

application for insurance and will depend on current underwriting

criteria. Please contact your insurance

agency so that they can help to obtain the appropriate underwriting

information."

Review: It took Travelers's [redacted] 8 months, exactly 264 days, from the date of water damages to the unit to pay and reimburse me for work that had to be done to repair the damages from a water leak form the unit above in the Condo building. They dragged it on for that long just saying that my reimburseables was to high and ignored my communications for months on end. Yet they didn't show up for a week after the leak to address anything. [redacted] boss [redacted] said it was ok to show up after a week after the leak. I don't agree, the leak happened in the middle of summer, June, and they seem to think it was ok to take a chance with mold even though it starts growing in a couple of days. Someone had to act quickly in order to prevent additional problems and I did. They showed up late and had a problem with a bill that took to get the work done when they didn't show up. Then they finally resolved it with reimbursing me for the bill for $6307 after 264 days. When I asked for the interest for the 264 days they balked at it and told me that I am not owed any interest. I tried to resolve it with the office that dealt with me via [redacted] as well as the head of the group in that region, [redacted] but both said they would not pay me any interest and I should just be happy that I got reimbursed.Desired Settlement: Prolonged reimbursement time frame is the fault of the insurance company for taking too long to indirectly reimburse me, that's their fault and their liability. So [redacted] has to figure out something in order resolve this, the damages of not having that money reimbursed in a timely manner resulted in me not having access to the money in order to accrue interest or just have access to it. I calculated the interest computed at 6% annum per DC [redacted] to the amount of $273.71. I've tried to resolve this based on the statutory lower rate of 6%. But [redacted] think they own nothing. Any rational person would agree if you take 264 days to pay them back, directly or indirectly, they're owed something. It affected my finances by not having the money reimbursed back me to in a reasonably time frame, I outlined the amount I feel I'm owed. I would like to resolve this instead of, again, dragging it on like the reimbursement process.

Business

Response:

A response was sent 4/22/2015 as follows:

"I am responding to your inquiry regarding the above

captioned claim. Please note that as an initial matter that your are not our

customer; rather you are a unit owner in the condominium community where we

insure the Association. Given your

connection to the claim however, we are responding to your concerns.