I am an insurance agent for many years. I had my automobile and home insured with Travelers and being in the industry, my coverage was quite adequate. Approx. a year ago I was involved in a 4 car chain collision, I was in the middle car between two very large SUVs'. My car was totaled and I was taken by ambulance to the ER of the local hospital. I was diagnosed with a sprained lumbar and whiplash. Given medication. I needed PT and to this date I am still in pain and discomfort, which is quite upsetting to me at times.
From the beginning, the claim was handled horrifically. Since I am knowledgeable with coverage, more than the average layman being in the business, the first thing was I knew I was paying additional premium for Rental coverage. Since Travelers has an " agreement " with Enterprise Auto, I was first given an Economy Car to use. I inquired to them and was told this is the type car they are told by Travelers to give their clients for rental. I knew I was paying in premium for at least a mid size car for rental and had to "insist on it with the first adjuster''. They finally did agree and I had the remaining time with my midsize car for use.
So basically, our clients that we sell the policies to are paying extra for the better rental and if involved in an accident they are not given the proper car type unless the insured insist. This was just the beginning. Most importantly, my PIP was totally mishandled. I was in PT, seeing my doctor for chronic back pain and on medication and almost three times a week, this PIP adjuster would call me on my cell and question me regarding my condition which is very unprofessional... to the point of being a nuisance.
In the midst of my treatment and unbeknownst to me, she decides to “close “the pip file since she claims. I was feeling better. When my doctor, specialist and MRI and x-ray bills had been sent to Travelers, they were not going to pay, since the file had been "closed". I had $100,000 on medical and full tort coverage and at this point all Travelers had paid was about $3,000 in med bills.
After, phone calls to supervisors, management, faxes, letter, most of the bills are finally getting paid but Travelers refuses to allow me to continue to go to PT since they feel my injury should be healed by now. I wish they were right, but unfortunately, I am still suffering with pain and are taking meds to help me go through my day. This whole experience was and has been a nightmare for me. I just feel that they were doing all they could knowing I had excellent coverage and wanted to cut it off as soon as possible.
AS far as anything I agreed with on the handling of the claim was only how quick they settled and paying me for my car which was less than two weeks from the date of the accident. But in doing so, I was told I had to return the rental within 24 hrs... how could I... I did not have a car to drive and since I was injured, was unable to go out and buy one. Once again, I called and explained I had rental for 30 days and needed this time to go out and purchase a car. They did agree with this and gave me I believe a week more... but once again the average Joe would not have known this... I was very very disappointed with this whole handling of this claim... and would not recommend this company based on my experience with them.
HOUSTON, TEXAS -- The initial contact with Travelers to report a roof damage claim was handled very efficiently. An adjuster contacted me the following day and was on site at the scheduled time shortly thereafter. After inspection of the 14-year old roof for hail damage, I was told that there was sufficient damage to warrant a new roof. The adjuster returned to his vehicle to access roof repair costs from his computer, prepared a cost estimate for the roof replacement and provided me with a check for the depreciated value less my deductible.
Once the roof was replaced and I provided Travelers with receipts for installation and associated payment (via scan and email) Travelers emailed me the final reimbursement figures for my review and subsequently notified me that a check was in the mail to cover the remainder of the costs for the roof replacement based on the contractor's final cost for the work. The entire process was handled in a very efficient and professional manner. I would highly recommend Travelers for homeowner insurance.
CARLISLE -- I called Travelers and explained my situation. They gave me a claim number and told me to call a restoration company. They emailed me a list of approved vendors. I called one, they came and removed all water soaked and/or damaged parts of my house. The restoration company's crew was polite and very respectful to me and my home. The Traveler's Claim Representative was fantastic. She called, emailed and completely made me comfortable that things were being taken care of... I have lived in my home since 1971 and never filed a claim before. Because of my experience with Traveler's I be a loyal customer forever.
ALBUQUERQUE, NEW MEXICO -- If you are a senior citizen or someone unable to climb up on a steep roof then you need to stay away from Travelers Home Insurance or cancel immediately. After a windstorm blew off a shingle I called a roofer to repair it. The roofer immediately noticed hail damage. So did the Travelers Adjuster who climbed up verified that there was extensive damage from a storm a few years ago. The Adjuster said that the damage was covered. No problem. Then Travelers reversed their position stating that the damage was more than a year old and therefore I should have climbed up on the roof after the storm (I'm nearly 70 with severe arthritis) and they would not cover the damage!
Funny since a neighbor with Farmers had damage from the same storm and Farmers just replaced his entire roof without question. The roofer told me that he's replaced several roofs in the neighborhood damaged from the same storm covered by other insurance companies and he is floored that Travelers is the only company he's encountered that has refused a claim. So be smart if you're presently "covered" by Travelers or thinking of using them. They will cash your checks fast enough but if you need help they will find a way to walk away. As a Realtor, that's certainly the advise I will give to clients, friends, and neighbors. Travelers, it seems to me, preys on the elderly.
PERRY, KANSAS -- My husband and I had a fire in our home and we dreaded the call to the insurance company only because we had heard so many stories about the claims process. Thanks to two wonderful claims agents, our experience has completely changed our attitude. Mike and Sherri from Travelers Insurance went above and beyond our expectations of customer service including their timely follow-up, excellent communication regarding the process and their caring and professional attitude.
Although I was giving them all the credit for our positive experience, they were quick to give credit to Travelers - a company they feel backs them up on doing the right thing and taking care of the customer. We have shared our experience with friends and family and highly recommend Travelers as a solid insurance company who will take care of you when you need it most.
HOUSTON, TEXAS -- A school bus side swiped my car. I couldn't identify the specific bus. I didn't have comprehensive coverage and I thought I would have to have the damage fixed out of my own pocket. My insurance adjuster explained to me that I had coverage for property damage caused by a vehicle that was not identifiable. Travelers arranged for a free estimate at Caliber Collision not far from my house. Travelers arranged for a free loaner car. My vehicle was fixed in a short period of time. The damage was around $2000 and all I had to pay was $250. I was really surprised at how helpful and pleasant every one was at both Travelers and Caliber. Just a good experience.
ATLANTA, GEORGIA -- We are a landscape architectural/engineering firm in Columbus, GA that experienced a loss of property due to flood damage resulting from pipes that froze and burst in the basement of our historic home business office. The flooding that occurred destroyed over 100+ boxes that contained anywhere from 10-50 (30X42) sheets of drawings, blueprints, design plans for over 160 projects from as far back as 1992. Payment for the basement cleanup would have been minimal and no big deal which ended up being around $4,500.
The real loss was the loss of these hard copy original documents that would have to be found on computer or storage media and reprint those project files. The cost to do just that was estimated at $35,000. Upon our submission of pictures of large wet boxes amassed into a rented dumpster along with our computer file of the named boxes & projects lost, the claims dept paid our claim not due to loss of property, because there wasn't any, but paid our claim due to the loss of our years and years of work documents so that they could be recreated. Thank you Travelers for providing small business with an excellent Business Liability policy that covered the intangibles.
PORTLAND, OREGON -- While traveling south from Okanogan, WA at night a herd of deer decided to cross the highway between our car and northbound traffic. It was totally dark out and in an instant, the road was full of deer. Our car hit three, killing two and the pickup truck going north hit two, knocking one into the side of our car. Our car had severe front end damage, about 8800 dollars. Travelers did a great job in handling our claim, very professional and friendly, and our car was repaired within three weeks. I couldn't believe it. I was very happy with Travelers.
BOSTON -- My car was parked in a parking lot where I live, and a neighbor ran into the back of it while it was parked. Their insurance company tricked me into allowing them to handle everything and by the time I spoke to him I got my insurance company back I had already let them tow the car. But, the woman was having my claim she was very nice and help me as much as she could and then just handled everything in a timely manner at the mechanic shop so I think I jumped the gun too fast and I really appreciate Travelers support and help me through the whole process. It was wonderful!
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.