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!
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.
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.
ENGLEWOOD, COLORADO -- I was involved in an auto accident with a travelers insured person on 8-5-09. The accident was the other drivers fault and the other driver fully admitted that to the police department as well as the insurance company. I received a call from the first agent within a couple of hours of the accident and he set up my rental car and got the investigator set up to look at my vehicle. I received call from the investigator the next day and was told that my vehicle was going to be considered a "total loss". The next call I got was from the "total loss agent", this is where the problems begin.
The dollar amount they gave me was what I considered to be low, I told her this and what I had found for average prices for my vehicle as well as what NADA showed. I then put together a counter offer letter along with dates and amount of improvements made to the vehicle. This was faxed to them on a Sunday so I left a voice mail for the "total loss agent" letting her know that I had faxed this over to her and to get back with me. I did not get a call back at all on Monday, I did not get a call on Tuesday from her either. I did speak with the first agent on Tuesday and he emailed her and had her contact me.
I was told that I needed to fax over receipts for the improvements made to the vehicle. My wife faxed these over and contacted the agent to let her know that they had been faxed, this was on a Thursday. I ended up calling on Friday to follow up and again had to leave a v/m at 10:30 A.M. I did not get a call back! I called again on Monday and she actually answered the phone, she said she did not get the fax! We had also faxed over to another agent info for lost wages, he did get his fax? We faxed over the documentation to her AGAIN, this time she got it. They came back with a new number that we agreed with.
I hand delivered the signed title for my vehicle to their office on Wednesday the 19th at 7:30 A.M. and was told that she was going to process the check request as soon as she went back to her desk. I spoke with the other agent regarding lost wages the next day at 4:30 P.M. and was told he was going to process the request for my check for lost wages. I got that check in the mail on Monday the 24th, I still have not got the check for the car. I called the loss agent on Tuesday the 25th after getting home and checking the mail and not finding a check. She still has not called back.
I got a letter from her dated the 23rd which was a Sunday so I doubt very seriously that she was in the office on a Sunday. The postmark shows the 25th so she had been sitting on this for almost a week! I have now sent an email to the company comment/complaint email address, this was done this morning. I should not be shocked by this but I have not heard anything from the corporate office either. If this is the kind of customer service they display from not only the local office but from corporate as well I truly feel sorry for their paying customers!
MINNESOTA -- Travelers insurance is the most horrible company to deal with. The true measure of a great insurance company isn't how you are treated under normal circumstances but how you are treated when there is a problem. Travelers fails horribly in this respect. I was misinformed and misled as to how my claim would work out when a driver lost control of his car and drove into my garage causing damage to the garage and many things inside the garage. Including a car, motorcycle, and personal property being stored in garage. The car and motorcycle were settled through the car owners company (allstate) without any problems.
I was led (more like misled) to believe that if I went through travelers insurance (my homeowners company), for the personal property part, instead of the car owners insurance company that I would benefit from the replacement cost part of my policy and that travelers would in turn get all of the cost of the claim from the car owners insurance company. With no effect on my renewal rates for going through travelers. Everything went fine at first. Repairs were done. I replaced some of the property (not all). I even received a letter stating that travelers had recovered 100 percent of the claim from the car owners company.
Apparently to travelers 100 percent has a different meaning than to the average person. Because, when I got my renewal notice my annual rate had increased 59 percent. I come to find out travelers is holding me accountable for the replacement cost part of my insurance coverage as they didn't get that portion from the car owners company. It was never told to me that this would happen. So for right around $2000 dollars that travelers didn't recover from the car owners company they were going to raise my rates by almost $600 dollars per year for the next 3 years. I would never have gone through travelers with this claim had I not been misled by them.
Taking the increased rate into account I would have been way better off filing the claim through the car owners company. First off I didn't replace all of my personal property. So I didn't use the full claim. If I would have gone through the car owners insurance company I would have received cash value not replacement cost. But in the long run I would have fared better financially. I would have received only actual cash value but I wouldn't be being asked to pay $1800 dollars over the next 3 years. This amount almost covers the part travelers is holding me accountable for.
Further the last person I spoke to trying to work something out with was a very unprofessional and rude guy to talk to. Also, when I was getting quotes from other insurance companies (I refuse to pay travelers their scam money) all of them were surprised this was handled like this by travelers. One company went so far as to waive the fact that I now had a claim on my record. I am no longer with travelers insurance and don't recommend them for anyone. Avoid travelers insurance they are not customer friendly when you really need them and they won't give you the proper initial information so you can make an informed decision.
CALIFORNIA -- The claims process was very respectful and efficient, my claim representative was caring and thorough. My claim was processed and completed in a timely manner. My representative even gave me a follow-up call once my claim was completed.
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.