COLORADO -- I was involved in a home invasion. I called the next day, filed a claim with my Insurance and they got right to it and were very helpful in assisting me. It only took about two weeks to receive the insurance check from them. After the experience had just went through they were a breath of fresh air. I would recommend Travelers to anyone.
CALIFORNIA -- I had a kitchen stove fire and filed a claim on 12/17/15. An adjuster was here on the 21st. The service was exceptional all through the process. Travelers, especial my claim adjuster gets the highest rating.
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.
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!
NEBRASKA -- We had extensive hail damage to our property and called immediately. They explained to us what to do if we had water coming into the property and that we would receive a call from the adjuster within the next day or two. We did and because of the amount of claims for this area, we were given a different adjuster from the one who called.
They explained that the claims receiving immediate attention were those without roofs... understandable. We received a call shortly and had an adjuster on site within a week. They did a comprehensive evaluation, sent us the claim that same evening! We noticed additional damage after he left which was hard to see on a cloudy day and they were very accommodating, accepting the pictures we sent. We feel they were very fair and any time we had a question, they responded immediately. Some expenses were under calculated and they were very fair in making these adjustments.
LAWRENCEVILLE, GEORGIA -- I received several notices that the shingles used in our subdivision were defective. I researched the companies and found one was accredited with the BBB and had them come out to inspect the roof. There were cracked and raised shingles all over the house. I called Travelers who came out today with an "impartial" inspector. I have cracked shingles on 3 sides of the house, but not enough to warrant replacing the roof. So while I stood outside in the heat, their adjuster sat in the air conditioned car waiting for the "impartial" inspector to draw out the diagram.
No surprise here... 26 shingles are bad, so they will replace just those. Oh, and since my shingles aren't made anymore, I have to get something close so the roof will look patchy... AND, well of course the cost would be less than my deductible. He kept explaining "their policies" - replace just what is bad and not the entire roof.
By the way, now that is summer, the ones that were raised are stuck back down due to the heat. So a year from now when there is more damage, it will be less than the number needed to replace the roof since 26 will now be "good". What a disappointment. But they sure have great commercials.
BIRMINGHAM, ALABAMA -- Flash floods in Birmingham, AL were unprecedented and hit at 2 am with no ability to "see it coming" - and we had 2 cars that were TOTALED as a result. I called Travelers and the claims adjuster in Atlanta was aware of the flooding in AL, was very sympathetic and consolidated the 2 vehicle claims to be reviewed by one adjuster to expedite the process. The claims adjuster, **, promptly arrived, was extremely thorough and extremely kind during this very stressful time.
She didn't mind us calling her afterwards to ask questions - since we were not thinking very clearly at the time. The claims were entered, adjusted, processed and paid within one week! That was so wonderful since we need the funds to buy replacement vehicles right away. Outstanding customer service! So glad I had Travelers Insurance!
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.