VIRGINIA -- I have rental property that was insured by Travelers. I have been a customer for 5 years. My monthly payment was 65.00, which I paid regularly through online banking. I accidentally made a payment of 55.00 instead of 65.00 one month. They actually cancelled my policy because of that. When I got the notice in the mail, I called and spoke to a sales agent who advised a new policy needed to be written. The new monthly fee would be 160.00. After much discussion with a supervisor, I was advised my policy would be reinstated. I submitted a payment of 75.00 to cover the original 10.00 mistake and the next monthly payment.
I called 11 days later because I received nothing in the mail about the reinstatement. The agent said that although they accepted and cashed my 75.00 payment they decided not to reinstate me. She said they called to inform me but for some reason couldn't leave a message. No letter or email was sent to me either. Oh and because they mistakenly cashed my check, a refund will be sent to me shortly. Thank goodness nothing happened to the house while it was uninsured for 11 days.
NASHVILLE, TENNESSEE -- We had a bad storm in Nashville, TN in August 2015 and I had a huge tree limb fall on my house. The adjuster was prompt in response although there were many demands on his time. The initial estimate noted possible damage after tree debris removal and unfortunately there was. When I called the assigned adjuster (Sean **) he was there in a short period of time to ensure no dangers existed and repairs could start as soon as possible. I have dealt with other insurance companies and can tell you this as fact, Travelers don't just talk, they walk! A good company made great by their people providing performance professionally.
WASHINGTON, DISTRICT OF COLUMBIA -- I am outraged by my experience over the past five months regarding Travelers Property Claim **. The claim is for damages caused by the explosion of a water heater in an upper unit in my condominium building. The uncontained water spillage resulted in serious damages to my apartment as well as to five other units. Whereas the condominium building's master policy insurance assessed and partially settled some of the damages in two weeks, it took my Travelers insurance two weeks to simply show up and another five months to have a knowledgeable person contact me by telephone.
And this only happened after I issued a complaint to a Traveler's VP, Eric Nelson, on Thursday, November 14th. In addition to unacceptable customer service – including twice losing my receipts and contractors information -- Travelers tried on several occasions to obtain the terms of the settlement with the condominium building's master policy insurance from my building manager without asking me first. The manager refused to share this private information and advised Travelers to contact me.
I do understand the need for Traveler to investigate the claims and support the efforts. However, I find the act of trying to secure clients' private data from a third party unprofessional and unacceptable. I was outraged when Travelers replied: “This is a procedure often used by our insurance claim representatives, and considered natural part of the Investigation.” I have been a loyal customer of Traveler Insurance for several years through my car and homeowners' insurance. I expect better quality service. Instead, I received poor quality services at a time when I needed them to deliver the service for which I paid. I trust this complaint will be investigated and remain open to answer any questions.
Traveler's Insurance got us to switch over to them and approved our coverage. They asked to increase the home coverage by over $20,000.00 We agreed and signed up. Well they send their inspector out and decide that to replace this home from a total loss will take more than $60,000 more than the home was valued at PRIOR to the market crash of 08. Talk about unrealistic. Funny thing is, it appears to be an industry wide tactic at the moment as my parents just got hit with the same tactic where their $60,000.00 home is now valued at $175,000.00. This is an unethical company that I am leaving and will not do business within the future.
To agree to coverage, then send a letter saying if you disagree with our calculations and do not want the additional coverage, please call - then you call and dispute their evaluation - and are told you have no choice but to pay the extra money. Just wrong. I agree to be covered to X amount. If the replacement cost of my house exceeds that amount, then guess what... I assumed the risk. Any other act by the insurance company is frankly extortion.
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.
DALLAS, TEXAS -- We lost our home to a fire on April 4, 2013 which started in the middle of the night in the attic above our second floor master bedroom. My husband and I lost everything except the pajamas we were wearing... all clothes, shoes, jewelry, my wedding dress my engaged daughter was going to be wearing... everything. Everything that wasn't burned was damaged from all the water and smoke. Thankfully, other than some burns my husband sustained, my husband and I and our two children, who were still at home, were alright. We did, however, lose a pet.
During this very dark time in our lives Travelers was a blessing beyond words. There is not enough we can say about how great our content's person, ** was. She was always quick to respond, fair in our settlement and I could always count on her to give me insight into how to navigate some of the murky issues we were facing.
When people ask me what would I would tell others after going through this here is my response: Install a smoke detector in your attic. Take your phone and snap pictures of the things in your home, closets, garage and attics. When shopping for home owners insurance, get Travelers!
KNOXVILLE, TENNESSEE -- I called today to cancel my home insurance policy with Travelers Insurance because I decided to go with my current auto insurance provider to make it easier on my family. Plus, I know that my current auto insurance company will actually provide assistance. The customer support first asked why I am canceling my policy. I explained and then they transferred me to another person.
The next representative stated that she could not cancel my policy and only the current policy agent could cancel it and she was out of the office. They stated they did not know when she would be returning. They could email, fax, or mail the policy back in with my signature in order for them to cancel the policy. I asked them, "are you serious that 'No one' in the whole company can cancel my policy?" She said, "no, it has to be in writing unless your agent is available." I told the representative that she could email me the paperwork but this is why I am changing insurance policies.
We had this company for the past five years and filed two claims. The claims they could not fix nor even tried to assist then demanded that we get it repaired. Please do not even waste your time with this company. All they do is collect your money but never provide assistance.
ARIZONA -- I recently purchased a home policy with Travelers Insurance. Shortly after they sent me a letter saying that my roof needed to be repaired and they wanted to further increase the insured value of the home. The roof is only 5 years old and had none of the damage they claimed that it had. Furthermore it's their job to insure my home against damages not to tell me when and if repairs are needed. Raising the rate is a scam to get more money. They wanted to insure my home for over 30,000 more than all the other companies I've worked with or gotten quotes from. Do yourself a favor if you're thinking about going with Traveler's Insurance and JUST SAY NO!!!
GREENVILLE, SOUTH CAROLINA -- I accidentally put a lid on a pot that had oil and chicken nuggets on the stove. The oil got too hot and caught on fire. I immediately moved the pot off the burner and turned off the stove. The fire was still coming out around the lid so I got the cast iron skillet and turn it upside down on top of the pot with the lid to snuff out the flames, this did not work. So, I ran and got the kids out of the house. Then I ran to the kitchen ran in the pantry and got a bag of baking soda picked up a hand full and threw it on the fire. The flames went out but I was left with smoke damage so I file a claim.
They came out and took down the information and they sent a check. But, several months later they dropped our homeowners Insurance. So long story short, I guess I should have let the house burn down. If this kind of thing ever happens again you can bet I will not try and put the fire out. I will let the thing burn. I'm not going to risk my life to save a house for a insurance company that will drop you like a hot cake for filing a claim. I thought that is what you buy insurance for accidents. Do not take out a policy with Travelers, because if you ever need them they will drop you.
HARTFORD, CONNECTICUT -- I have been with this company for four years and for the past two I have had nothing but problems. It started with a minor accident almost two years ago with the total amount paid out of $1800. I had already paid more than that just in premiums. They were extremely stingy with the rental car which is a benefit I pay for in my policy. Since that point I had nothing but 3 minor traffic tickets. One was 01/01/10 and the other two were very early in 2008.
On Easter of 2010 I was rear-ended by another driver. I was the front car in a three car accident. None of the accident was my fault and my company did not have to pay out a dime. They did nothing but make that process a pain in the neck. The next round came when we bought our first house. It was supposed to be a hassle free process with everything taken care of and guess who stepped in to make it a mess. You guessed it, TRAVELERS. We closed on our house and had all the paperwork we needed including the insurance binder from Travelers with the account number our closing agent was supposed to send our first year of premiums for the homeowners insurance to.
Well they sent the check but good ol' Travelers gave them the wrong account number. So our check was sent in and lost in the woods somewhere at the Travelers offices. I had to make more phone calls then I could count to get things straightened out. The check was mailed on 04/20/2010. To this day my accounts are still a mess. Because they couldn't find the check they posted my auto policy payments without telling me to the homeowners policy which you can imagine messed things all up. For months I had no idea my auto policy was not being paid in full because they were taking money from that and putting to the homeowners policy.
Then when they finally found the check they split that and it didn't cover all the screw ups so again I came up short not knowing it. Then all of a sudden in December 2010 I get a $250.00 check in the mail from them which I found kind of odd. I called them asking why I would have received a random check from them and they said because they cancelled my policy. I was shocked. We had just paid them $300 for the previous months premiums. They lady said because we came up around $30 short for the auto and $10 short for the home because again they were shuffling around my money they cancelled the policy.
They gave no notice what so ever. I asked her why we wouldn't have received a call or a letter seeing as they could send us $250 which meant all they needed was a few dollars to keep the policy going and she said she was not sure. At that moment I found out I technically did not have insurance for almost two months and they didn't feel it was important to let me know that. We paid our money and ripped up their check to make sure everything was OK. Now as a reminder we never missed a payment with these people.
Then today I receive a letter stating that they are going to exclude me from my own policy or cancel the policy because of the activity I had over a year ago and almost two years ago. As I said I have had this policy for over four years. I informed they lady I would be cancelling my policy and reporting them to anyone humanly possible. I have never experienced this much disloyalty from any company I have ever worked with. I have two vehicles and a home insured with them I have been a loyal customer and never missed a payment by my own regards.
I apologize that this is so wordy but I feel I must get the explanation out for why you should stay far away from TRAVELERS. I feel that since the date I signed up for the homeowners policy they have wanted me to drop the policies. DO NOT sign with Travelers. They will not be loyal to you and they do not care if they are at fault for anything they will figure out a way to make it your fault.