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.
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.
PHILADELPHIA, PENNSYLVANIA -- In the past 3 years I have had the misfortune of hit and run and on another occasion having all wheels stolen of my parked car. Not fun in both cases. I reported these problems to Travelers Insurance Company. Both cases. My claim was received very professionally and handled in a gentle manner (this is important to me since I felt villainized in both instances. As a result my patience tolerance was never tested by the claims processors which made much easier for me to get through the tough times). In the first accident I had taken my car to OK Body Shop. The car was return totally cleaned and waxed plus the inside was cleaned and washed. I like my car all over again and all this in just three days.
The second time I was recommended by the dealer to go to Paul Brothers auto body Shop to have wheel replacement and any additional damaged incurred in the wheel theft. The process took two weeks the tow company wanted to scrape my car off the ground without wheels and they rushed me to get my car into their shop but then took their time to get my car out of the shop. Lastly when the car was fixed they needed another day for cleanup. Next day car was parked inside walk against shop's building car's exterior looked clean until I got home and looked at the side hidden by wall at shop.
It was then I noticed the mud from the rainfall two weeks prior was still there so I had a half car ready to go (funny thing is that the gentleman handing me the car keys after being paid just told me "We are Honest as the Day Is Long" (being it's winter and it's the northern hemisphere he must have thought he was on the north pole. Not so funny). The Travelers Concierge Shop, OK Body shop was a much better experience consistent with the way Travelers insurance Company perform their service. Thanks Travelers.
OAK PARK, IL, TENNESSEE -- Travelers provided excellent claim service for two claims I had in the last five years. The first was when a wind-storm knocked a village owned tree onto my house. The second was when after another storm the sewer backed up into my basement. As I was renting the house starting that year, I expected to continue coverage with them. They dropped me. The reason was because of the two claims, neither of which were my fault but were caused by weather. Now I had to go with another carrier, who seem to be good, but with an increased premium. I just think this stinks.
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.