Travelers Home Insurance - Terrible Customer Service - Suspicious Investigations Methods
Homeowners - Complaint
WASHINGTON, DISTRICT OF COLUMBIA -- I am outraged by my experience over the past five months regarding Travelers Property Claim HPS4964. 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 home owners’ 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.