DAYTON, OHIO -- We have had our home (and cars) insured with Traveler's for over 10 years as well as three investment properties for 6 years. All of our investment properties have been renovated and rehabbed, very well maintained, and are homes to good, reliable tenants. None have ever had a claim. When we called to add a fourth property in September we received a declarations page not for the investment property we requested (by email) but rather one that switched our residence to a rental dwelling.
I called our agent who said she would correct it. Two weeks later we received the same declarations page but this time under reason for change it stated "change to insureds address". We didn't move. We were trying to ADD a property. Again I contacted our agent but this time by email and she assured me the problem was being corrected but guess what: Wrong again! We received same declaration page listing our residence as a rental, "change to insureds address", and no mention of the investment property.
More emails and phone calls in which our agent never apologized or admitted a mistake, but rather, a "hmmm, I wonder what's happening?" response and a few weeks later an inspector shows up to our residence saying they are updating their records and need to take pictures of our yard and home which was on our neighborhood garden.
Tour a few months earlier with its professionally landscaped yard, two small koi ponds, a gazebo, paver patio, pergola, floating deck, outdoor kitchen and, stacked at the back at the wooden privacy fence gate to the alley, behind the metal gate through the boxwood hedge were stacked limbs from a 10' dying tree at the front which we took down a week prior. (A neighbor with a chipper wanted them and was coming by that week to haul it away).
Two weeks after the inspector took pictures we received in the mail another declarations page for the rental but: STILL WRONG! Another "policy change" statement for our residence. I emailed our agent once again who called me the following week to tell me I must be mistaken because the policy is correct on her computer. After a back and forth she admits that the statement I have dated October 15th was corrected on her computer on October 22nd so I will once again be getting a "corrected" policy. And, oh, by the way, if we don't clear out our "debris strewn yard" and "paint and re-point your brick residence" in the next 20 days they will cancel our policy.
That's right: CANCEL OUR HOME POLICY. I am told this on October 24th. We have never had a claim on any policy with them: Not even our auto policies!! No tickets, nothing! The "debris" was the tree at the back and paint chips because we were painting our house (a permit in our front window said as much) and since its an unpainted brick house, we can only paint the window trim and soffits. It's late October and we're expected to paint and re point our house in 20 days and guess what else? The investment property is still uninsured. Unbelievable.
We have no idea what is/isn't insured at this point and regardless of whether the company has a right to update their records (she kept insisting this as if I had no cause to complain) this would seem punitive punishment to cover their mistake. Our agent blames the underwriters for the mistake however we, not our agent, have been the only ones to catch the mistake every time.
She managed to graciously get us an extension until January to correct things. Really?! We live in Ohio and are expected to paint and re-point our entire 2000', two story house in the months of November, December and January? Are you kidding me? Wouldn't it seem reasonable that if you see we have a paint permit and that we are painting it's logical to infer we are taking care of it?
And for re-pointing, again, we are painting the house, our yard is landscaped and well maintained, our roof only 5 years old, and our windows are new as of three years ago so again, wouldn't it follow we are responsible people who are taking care of their property? We are re-pointing a side at a time of our home because the cost is over $10,000 for a house of our size but we are being forced by the insurance company to do it now. In the winter. How is that right?
We have never gotten an apology or admission of any sort. The best we have received is an extension to January and to that we will be dropped but rather they won't renew our policy if we don't correct the issues by January 1. Again, we still have no idea if our home is properly insured or if the rental is insured. Their mistake and now we're being treated like WE are the problem. Beware of Travelers. When they mess up they will punish you.
P.O. B. 10891, CHANTILLY, 20153, VIRGINIA -- Initially when I filed my claim with Travelers there was a slight disconnect concerning which claims adjuster was assigned to my claim. However, within a day or so it was resolved, and my claim was assigned to a claim representative for the VA-DC Service Center Claim Services, whom after working with her as closely as I have, I believe that she is the best, effective, most efficient, and detail oriented Claim Representatives in the VA-DC Service Center.
Although, she stayed focused on the job at hand, she was extremely compassionate with respect to both my loss and the emotional trauma of my loss, as well as the impending ordeal that from her experience she felt as a single woman, 70 years old, living alone and suffering from PRM/RA that I might encounter. Although, her objective was to process my claim with urgency, she was extremely patient with me. She kept me informed of everything step by step, and assured that I understood what each phase of the process was, and continued to make herself available either in person, by phone, or by email to assure that any and every question that I posed was answered.
But, I had to draw the line when she advised that she would be on vacation and offered to check her Email for any follow-ups I may have had. I insisted that she works hard enough on Travelers time, that I would not allow her to keep that option open to me in that short window that she had for herself to relax.
Subsequently, I unfortunately had a very unsettling experience and was outraged with the poor quality of service that I received from one of their vendors: EVANS Garment and Restoration Mid-Atlantic, who destroyed more than $8,000 worth of my property and marked many of them UNACCEPTABLE so I would have had to pass the loss on to Travelers to pay for garments that they damaged and/or destroyed in their MD Plant.
However, although it was outside of the scope to Travelers responsibility to my claim, with the support and guidance from her manager, in an effort to resolve this arduous dispute, and make me whole, she set-up several meetings with the EVANS Garment and Restoration, VP, which ultimately proved in the end to be of no avail, and my Claim Representative's manager informed me that Travelers values its policyholders and would make every effort to make me whole and offered and agreed to reimburse my loss, and pursue reimbursement from EVANS at their own expense, as well as use the detailed evidence and oversight that I provided to make the necessary internal recommendations within the Travelers chain-of-command to assure that.
Henceforth Travelers Policyholders will not be subjected to the level of gross damage, negligence and mishandling of a claim by a vendor that I suffered from EVANS Garment and Restoration -- whom as an aside represents itself as an ISO 9001 certified company with superior quality management processes. Notwithstanding, none of which at any level of EVANS operations measured up to the performance or administrative management of what I later discovered are used and practiced by older more established, and family owned and operated garment restoration companies in the industry.
I called the Travelers ins co when our apt was severely water damaged from an old cheap PVC water main pipe in our upstairs neighbors place. The fire dept came and it took them an hour to get it shut off from the under the street! 6 inches of water had to go somewhere and it poured through light fixtures, door frames, ceiling lights and even electrical outlets! We called and called as we sat at our neighbors next door for hours. NO ONE called us back. I called yet again and an older woman apologized that no one had called us back. She said I am so sorry, this has never happened before". In about half an hour, ** called.
He said go to a motel and stay there and pay for the night. We will reimburse you. Keep your receipts. An adjuster will call you tomorrow am and cut you a check for living expenses". Uh huh. Early next morning, a young man called and asked all of the same questions. I asked if he was coming by and he said no, Someone else will call you". She did. The insurance adjuster from hell! She again asked the very same questions. And when I asked if she was coming out and bringing us a check? (I am a single mom) She laughed and said mockingly" Oh, that's not going to happen"! Meet me at your place at 1pm today.
I repeated what her boss said and she said see you at 1. At 1 she was not here. She called to say she was 30 minutes away. She arrived 40 minutes late. She has consistently lied to me. A chronic liar to anyone here who has had any contact with her. 4 days later, she finally said she would meet me at our place at 4:30. I told her good, my bank closes at 5. She arrived at 4:55. The bank was closed. She awoke us the next AM to say do you still have that check? Of course I do. The bank was closed how could I possibly cash it? She ignored me and said she may need it back.
She called yet again and insisted my bank would not cash it and she had to put THEIR address on the check or she would get me another one. Check. She came by and was rude and she only hand printed MY ADDRESS on the same check. AFTER my $1,000 deductible, she gave me $705.00 to replace what she said she saw that was damaged. She pressured everyone involved where I live to give her my lease and said she had discussed it with me and I said she could have a copy. I told the office she lied. We NEVER discussed it. I asked her why she needed a copy of my lease and she said: "To establish that you have a relationship with your rental office".
She told me the next day it was so she could read what I am responsible for "..lied again. I was told to go back to my apt because it was ready 4 days later. IT was not. All of our furnishings were very wet. If you sat on a sofa, your clothes were damp and stuck to you! All mattress where going to "be cleaned". They were stained, wet, smelled of mold on the inside and were going to be "cleaned" at their restoration services warehouse". Stain master carpet cleaning co contacted me as her :restoration service. Unreal. She wanted to send them 2 irreplaceable, antique hand made Alaskan native jackets damaged by water and smelling bad in a closet.
She took pics. Something told me I had the right to take them where I wanted to take them to have them cleaned. She was miffed when I told her I would take them to a furriers myself as it needed an expert cleaner or be destroyed. You call a carpet cleaning co "expert restoration services"? Unreal. I told her our new bedding is not going to be washed in a warehouse by ** from Stain master and sprayed and " sanitized". NO way Jose! She said she is NOT going to replace our new Ikea sofa/sleeper as it was not in the direct way of the water showers. She had no explanation of why it got wet.
She also took out an additional $255.00 and change "deductible" for "depreciation" on our new bedding. The cost at time of purchase was $850.00 for my bedding and $900.00 for the mattress set and $300.00 for the sofa sleeper purchased in June 09. Total: $1950.00 She is going to send me app. $1,000.00 to replace it as our claim is OVER $2,500 we are only eligible for "depreciated" value. She was constantly trying to say we needed to keep the claim under this amount so we could get back :"replacement value". Of course we found out, if we put out the full amount for new bedding, they will reimburse us the FULL AMOUNT.
Her boss ** decided we could stay in a hotel 4 more nights. I have yet to be "reimbursed" for the first night there. We were supposed to be in our apt Monday and we should have been able to stay there till we move out, but the apt is falling down around us. There is mold growing on the outer walls and we can smell it everywhere in the air. It is in the walls. She can smell nothing and her sidekick from Stain Master, ** said" Oh the smell is not too bad" when he smelled my sons cleaned and hung clothing in his closet. It smells of black mold and like cigar smoke! Gross. He supposedly, had some hand held moisture reading device with him.
He said only 11% moisture in the wall that was wet and 3-D puffed out plaster. I took the handy and it read 158 by the damaged wall. I then put it away from that spot and it read 51. A big difference but he kept insisting that there was NO moisture or WATER in that wall. What a liar. We could feel it in the wet gypsum hanging inside the wall where it fell in. He is on her payroll. And I guess due to the economy, people are not getting their rugs cleaned and are cleaning their own rugs with Rug Doctor instead! They are all crooks, liars and rip off thieves. We are going to- twitter this too. NO ONE in the co gives a rats ass what happens to you.
Who screws you and how they lie to you. After calling customer service yesterday and filing a complaint, the adjuster from hell named **. said snottily "Oh I my boss ** told me you filed a complaint. He is going to call you about that" Was that a threat Ms. Military? Bring it on. ** called in 5 minutes and he was asking what did you say to them? He said he would call me back. he did not. I called him later, after the home inspection fiasco. I was told he was on another line and would call me back. He was talking to his employee ms hell adjuster on her cell phone in our parking lot and he never did call me back.
They are dirty, dishonest and will put the screw to you anyway they can is my experience. She is also harassing the computer repair shop and we were told she grilled the owner at length. She gave us only $400.00 for a $1680.00 repair est. And he is the most affordable honest guy in town! He finally told her he had to go. She asked if she could ask him " a few questions" and went on and on and on about it. He said I have to go I have a business to run. She told me yesterday she called him many times on his phone, and left him e-mail messages repeatedly but has never heard from him!
He said she is lying because he just talked to her by phone at 1 yesterday and she left him ONE message on his web sight. ONE and that was also just yesterday at 11. The very day at 4 she told me she "never heard back from him". What a bunch of crooks! I will take this a step higher. I asked her for the corporate number and she told me she did not know it. I asked her for the number of the insurance commissioners office. She had no clue. So, we fight a good fight and we shall prevail because in the end, it all comes out in the wash and we all reap what we sow.
I call my insurance company (Aug 2009) (Claim # **) about possible hail damage to my roof from the April 2009 hail storm in my area and a leak in my living room near my fire place. Travelers sent out an adjuster who checked the roof and stated that I did have some hail damage but not enough to replace the roof and that my roof should last me another five years. He stated that they (Travelers) would pay that have the sealing and the living room repainted. I have checked with many contractors and found out that the wet sheep-rock needs to be replaced and I know an insurances company would know that because wet sheep-rock causes mold and other health issues.
A few weeks later (Sept. 2009) we had a flood here in the Powder Springs Georgia area and my roof began to leak heavily in that same spot in the living room and a second leak began in my master bath room. I again call my insurance company to make a claim (Claim# **). My septic system also began to over- flow into my home due to the flood. Again an adjuster came out did his assessment and a few weeks later a received a check in the mail from Travelers for $630.06. This check was to cover the repairs cost of my living minus the $500.00 dollar deductible. The real cost to repair my living room is $2,250.00 dollars. This check is $1,120.00 short to make the correct repairs to my living room.
Travelers paid nothing to repair or replace my roof. To add insult to injury a few weeks later, I received a letter from Travelers that stated that I had 45 days to repair the roof or they were going to drop the coverage on my home. I want you to keep in mind that I just paid over $4,000.00 dollars to repair my septic system which was not covered by my insurance. So I now paid an additional $1,200.00 to have my leaking roof repaired.
My complaint is this, my roof still leaks. I have had 4 different contractors inspect my roof and they all state that I have hail damage and the roof needs to be replaced. My insurance company is stalling on replacing my roof. I wrote the a letter (Oct 2009) to Travelers stating that I was going to file a formal complaint with the insurance commission and receive a phone call about a week later.
In Nov 2009, I spoke with ** who stated that they (travelers) wanted my roof inspected by a structural engineer with a P. E. certification and that they would send one. I told Travelers that I would find my own P. E. for a non-bias opinion as to the condition of my roof. Structural engineer with a P. E. certification are very hard to find but I found one, **. Travelers did not want to pay up front for the P. E. ** to come inspect my roof. Most P. E.'s are independent contractors and need to get paid as soon as the work is completed and not wait on an insurance company to get around to payment.
Again Travelers offered to send out a P. E. and again I decline. So, now I had to find a second structural engineer with a P. E. certification and I did but this time I found him ** and paid out of my pocket yet another $350.00 to get the roof inspection done. My roof has been leaking for 6 months now and my insurance company is still dragging their feet, even after the P. E. inspection. At this time, weeks later with an inspection from a structural engineer with a P. E. certification in hand my roof still leaks.
My history: I am a retired Army Non-Commissioned Officer, with combat experience with 10% disability. I have earned the right to be respected and to take care of my family. We have 11 people living in my home due to the hard economic times. I have my 3 children and 6 grandchildren living in my house. Some have health issues like asthma, allergies and other breathing issues. Travelers came and inspected the leak in my living room and gave me money to paint over the leak and nothing to repair or replace the leaking roof. We all know that wet sheep-rock causes mold and mold causes health issues.
That issue alone is disrespectful to me and my family and shows a careless response to a real health issue. I have never been this frustrated in my entire life. I have paid travelers insurance for the past 8 years and never filed a claim. The one claim I filed for a leaking roof, I get the run around. If I am not mistaken we buy insurance to cover issues with the home cause by weather and other dynamics sources. All I want is what I pay for and that is quality service. I am very disappointed in the service I have received regarding my roof and disappointed in the entire insurance industry.
I feel that one of two things needs to happen and happen quickly. One Travelers insurance company pony up and replace my roof or reimburse me my 8 years of insurance premiums and I will replace my own roof. I think it would be extremely unfair if they (Travelers) get to keep my money and I have to come out of my pocket for an additional $9,700.00 to replace my roof after I have already come out of pocket for $5,550.00 for home repairs due to the floods and unnecessary inspections. If I can-not get this issue resolved soon, I will have to pursue a lawyer and move to sue Travelers for lack of service. I have also filled a written complaint with the Georgia State Insurance Commission.
KNOXVILLE, TENNESSEE -- Their computer systems are NOT reliable and NOT user friendly: programs are extremely slow, freeze, and continually crash; multiple programs & systems are used when they could be combined and streamlined; layout and input of information is scattered and different for each system; navigation keys are different for each system; systems do not communicate with each other, e. g. a policy change will not update the billing system for several days; information in computer does not match information on declarations pages sent to customer; customers are continually having problems viewing/printing emails and online documents; information that the customer sees online does not match information that customer service sees.
Company policies & procedures don't make sense: policies & procedures are purposely vague and generic (which makes it impossible for customer service to give a firm answer); discounts do not have a set percentage and vary for each customer; deleting an auto coverage does not remove the stated premium amount for that coverage, e. g., if collision coverage for a vehicle costs $100.00 and it is deleted the customer may only save $80.00 because the cost for the other coverage goes up.
Home policies may be canceled for the most minor reasons (one of my co-workers showed me a letter where we threatened someone because when our inspector stopped by there was a ladder leaning against the house); no emails or phone calls will made to a customer who is in danger of cancellation or having a bill sent to collections all communication is done via letter; and many others I don't have time to list. Overall I would recommend getting insurance somewhere else.
FORT WASHINGTON, MARYLAND -- No wonder their insurance is cheap compared to others, that's because it's the worst you can think of when it comes to services and getting your claim resolved. I had a water linkage in my home on August 3rd, and today is November 1st and yes, the claim has still not been resolved.
First of all, their claim agents never return calls or emails, and never give you updates on the status of the claim. Its been a fight and struggle trying to get updates on the claim. They informed me that the claim was approved, started the first phase of work and once the received estimate from the contractors on the second phase they refused to cover. For those thinking of travelers as their insurance, all I can say is good luck... cause when you do need them, they are never there. Cheaper is not always better.
GLENS FALLS, NEW YORK -- I just turned 18 in November, so when I got my first car in July, I had trouble finding the cheapest company. I finally found a broker (Barry Scott, Central Ave) that put my into the NYS Insurance "pool", where I was picked up by Travelers at a nice $278 a month for minimum coverage (that was sarcasm by the way, but I'm a young male, I get it). My parents don't drive, by the way. Problem number one soon occurs. Since I was under 18, I needed an adult to be co-signed on the insurance. I finally got my dad's name on the registration, something I didn't know was possible, and handed it in to the broker and got it faxed to Travelers. OK, pretty stressful but I got through it.
Things went well for the next few weeks, around October, until I started getting letters from Travelers stating I owed $3,195 or I wouldn't have insurance, along with a letter from the DMV stating they never received my electronic binder... come to think of it, I never received PROOF OF INSURANCE. Whatever. A bit confused. I call my mom and she sends me receipts of her payments, in fact, she paid until December 2011. I head to the broke and find out that Travelers picked up my uncle on the policy (I live with my uncle, turns out he was picked up on the policy with no notice given at all).
The broker calls Travelers and they calmly explain how all they need is a copy of my uncles proof of insurance and he'll be removed and they'll send the electronic binder in the mail to the DMV (had to be done within 7 days or my license was to be suspended). Frustrated, but I got through it.
November 25th, today: I come home from working a stressful Black Friday to 2 lovely letters, one from Travelers stating I owe $446, an imaginary $446 might I add, since my Mom has paid until January 2012, which she has proof from, and a letter from the DMV with the lovely words "Suspension Order" in bold and all capitals. Lovely timing to get the letter, with Travelers being closed on the weekend (can't call them) and the DMV being closed over the weekend (have to miss classes on Monday morning to head to the DMV to explain everything).
I'm officially confused, as they send no letters explaining what's going on. Everyone's lost, even my broker, yet my Mom has paid her money and my license is being threatened with suspension. Travelers, you really know how to turn a nice guy into a jerk. Happy Holidays, you confusing, greedy pigs. Never will I refer business your way and I'm changing companies as soon as possible.
At the end of June of 2010 I was on my boat on a large lake in Southern Missouri. There was a storm and the boat was damaged. The entire inside of the boat was filled full of water, and the only thing that saved it was the flotation in it. I contacted my agent who told me to contact travelers. Travelers sent out their shipwright to take a look at the boat. I did not know where to take this boat to and asked the shipwright where to take it. He told me about a local marina. A week later, after not hearing anything from Travelers, I took the boat there, and asked them to do an estimate on the damages so I could send it in to Travelers.
My agent at the time told me that the cost of the estimate would be covered. I went out of state, and contacted the marina to see if anyone had been in to look at the boat. I was told by them that no one from travelers had been in. I contacted Travelers again, and they said they would send their shipwright down again. Part of the cost was that the marina wanted 8 hours (at 99.00 per hour) to drain the water out of the gas tank. When I came home I went to the marina, paid for the estimate and took the boat home. I again called travelers, and was told that they do not recommend anyone.
At that time I was told by their representative that they send a shipwright out to look over the item. He told me to take the boat to where ever I wanted the work done. I took the boat to a fiberglass shop and it sat there. The shop did the estimate on the glass work, and then took it to a marina they recommended for the rest of the work.
In September, I was told by Travelers that the representative that I had no longer was with the company and I would have another representative taking care of it. I told the fiberglass place to get the glass work done, and awaited the decision from Travelers on the rest of the damage. I told the fiberglass shop to get the work done since Travelers was not giving me authorization about the work. I had received a check which was not even close to the beginning damages. While the fiberglass work was getting done I was told that more fiberglass damage was found. Again the shipwright was to be sent out. I had also sent Travelers a copy of the second estimate for the other damage to the boat.
The marina had recommended that the motor be rebuilt, cables replaced due to corrosion, radio replaced, etc. Travelers rejected that estimate, and said they would not pay for it. The representative told me that the shipwright saw no corrosion damage on the items. How can they figure that out when a radio is under water and it is not damaged. The outboard stalls, and is not the same as before the incident. I have replaced the radio, and I am now replacing parts one at a time that they stated were not damaged in the storm. Needless to say I am not happy with them and have changed companies.
Here's a doosey for you. I think this apply to both the workers covered by Travelers and, their clients. BEWARE!!! Since this claim is till ongoing and, I do not trust these people at all! I am only going to give the overview and not get too specific. I was injured on the job and the claim was accepted as compensable some years ago. Since that time I have had a major back surgery, approved by Travelers.
Now, here's where it gets... strange to say the least. I have had to file multiple times, and will again here shortly, with my state's Workers Compensation Court in order to get Travelers to pay MILEAGE! Yes, MILEAGE! They have taken literally MONTHS to pay and only after having to go to mediation. They did not dispute that they owed it or that it was correct. They simply would not pay! This even after their attorney was basically given the claim to handle! LOL
Now, even stranger is that I offered to settle this claim. They offered me less than $2,000.00 out of the gate. This was to cover all medical expenses pertaining to my back for the next 30 years or so. Keep in mind I am still seeing a 2 doctors and on 3 different medications for the back.
Now, that's just a slap in the face yes? Well, get this... since they wouldn't even be reasonable nor let me see a pain doctor I went ahead and asked their surgeon to take out my hardware in an effort to get a better result on the pain. He petitioned the adjuster and lo and behold... it was APPROVED! Now, please explain to me why an insurance company would NOT pay even 1/2 of a settlement offered for me to pursue pain relief on my own and for them and their client to get completely out from under the claim but WILL approve a surgery that will cost over $150,000.00 + and potentially, could be MUCH more in the long term? Are they not out to SAVE money?
I can only guess at the reasoning behind this. And, if you have any ideas let me know. But, it must be either the adjuster is over-worked and simply not paying attention; that they are aggressively trying to drive up premiums on their clients(this is a major nationwide company in this case); or, they are simply hoping that I either back out of the surgery or, they wish to cause me pain for some reason. WATCH OUT for these guys! No matter the reasoning, or lack thereof, behind this absurd claim handling? They are a menace to both the injured worker and the companies they insure.
RICHARDSON, TEXAS -- Management waited 3 weeks into November to change the employee's bonus structure for October. Hundreds of employees received an email the day before Thanksgiving stating they weren't getting paid what they had been told. The loss of pay ranged anywhere from $200-$2000 per person. For most people this was income they were relying on to pay bills, use for the holidays, or have already spent.
They are using storm Sandy as the reason for the pay decrease but the storm hit at the end of October. If the pay decrease was necessary, why was it not communicated to the employees at the beginning of November instead of three weeks into it? It's not the first time management has pulled something like this, but it is by far the worst. This is highly unethical and should be illegal. Travelers is not the company I thought I have been working for, nor is it a company I would ever recommend.