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.
We were absolutely sure that our deductible is $500 - it is stated so in our original policy. When our property was damaged by severe hail storm Travelers adjuster told us that our deductible is 2% of property value for hail damage and we were notified by the company. We never received such notification. 2% of property value made our insurance claim useless.
All other property owners around us repair their roofs and insurance companies pay for it with small deductible. Travelers is tricky and unreliable. They want your money and do everything not to pay at all. If we would be notified that our deductible is so high for hail damage we would never continue business with Travelers.
HAZLET, NEW JERSEY -- BEWARE: Do yourself a favor and steer clear of this company and drop them if you have them... before you suffer a real loss and get denied! I had a 4 foot flood in my basement and was denied any compensation because they claimed my sump-pump was old and not approved. However, they never asked how old it was or inspected it before signing me up for flood insurance!
They have the worst customer service, dismal response times, clueless and nasty adjusters and are truly one of the worst homeowners (and auto) insurance carriers in the industry! They do not return calls or e-mails and look for every possible excuse or loophole in your policy to deny claims where there is obvious and visible proof the policy-holder suffered real losses and there was absolutely no fault or negligence on their part! Just how they get away with this is beyond me and the insurance industry is full of crooks that only care about their profits and not the consumers one bit!
ALABAMA -- I was with State Farm for over 2 decades for all my insurance when they started going up over 10% a year for two years when I had not filed any claims. They gave me some bs about increased costs being spread to all customers by all the insurance industry. I called Travelers 800 # got quotes for auto that was 50% less and homeowners 20% less. I switched. After 3 years I had to file a claim due to some damage from washer box leak in wall. Everything was handled great and I am very pleased... As long as my rates don't shoot up because they paid several hundred $!
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.
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 homeowner's 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 homeowner's 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 homeowner's 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 month's premiums. The 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 the 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 homeowner's 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.
ALABAMA -- My home recently caught fire. I was asleep when my chimney caught on fire. It was in the middle of the day. I had only lived in my home for two years and only would burn certain wood in my fireplace. I am fairly young and did not know how often I should have my chimney cleaned... However I notified travelers within one hour of my house catching on fire, after twenty four hours of not hearing anything from them I decided to call them back. It took almost 48 hours for someone to call me back to tell me to use my deductible money to check myself into a hotel, which they would only approve for three days.
They also stated I would either have to buy my own personal items like toothbrush, makeup, and other supplies I needed for a family of four or I could ask the hotel for assistance with those items since it was short on cash. One person at travelers did tell me I should have received an emergency check hand delivered by a local agent, but when my claim handler finally notified me two and half days later she said no we would not receive any money upfront, we would be reimbursed for any extra expenses we occurred out of pocket!! Thanks for the help after a traumatic event, especially since I was in the er with smoke inhalation!!!!!!!!!!
Therefore it is now four days after my fire and I still cannot get a claim handler to return my call nor will her supervisor do anything to help me but will defend his employee by saying she out of town... Well since I have nothing to wear or nowhere to live I guess I can wait for her to get back in town... By the way her out of town is located twenty minutes from my house. Travel as far away from travelers insurance as you can. My two small children don't understand why mommy and daddy are so upset and why we can't go home.... Thanks again travelers/gieco.
Ok, so now we are back in home, we have no carpet on the steps, no furniture in the living room, we are beginning the painting and floor refinishing... And just received two checks from the insurance company... Over a month after my loss. What I really thought was funny, on one of my bills it stated that travelers insurance co. Is there for you quickly when you need them???? Well, I guess their one mistake was my family. Oops, my bad!
We received a twenty something page confusing description of what should be done to repair the house and my husband told me our agents supervisor told me had the comment on here printed out and with him. (Hey, I hope you and your family are comfortable in your home because you have not helped my family, unless that includes giving us more stress and anxiety after my house caught on fire... Thanks again!!) Also, if you have travelers which is through geico, you get a depreciated value of what it costs to repair your home... Until all the work is done and then they will reimburse you for the smallest amount.
Oh, that is so helpful, my house just burnt, you told me my medical ins. has to pay for my medical bills, I can only speak with my agent when it is convenient for them, I get a depreciated value of what it takes repair my house, I have pay for my own expenses for not being able to live in my home, ghee I forgot, I could go ask a hotel for help, or call the red cross as I was told,i put up front the depreciated value to fix my house, and my deductible and then wait who knows how long before I can get a check for the depreciated value.
Not to mention I had one company tell me my whole chimney needed to be replaced and then another company said no I only needed a portion of it replaced.... so I guess I have to get a third opinion. I have already compromise on my hardwood floors, they will not replace them, they are going to replace only the burnt pieces... maybe it will look like a rainbow when we are done! Red oak, white oak, dark oak, yellow oak, blue, green and orange oak. Why don't I just let my four year old do the work for me.
Check this out the day the agent came out to my house, not only were they not too concerned about the damage to my house but they sent me a letter stating I had to have a crack in my sidewalk fixed and a patch on the roof that has been there since 1998 when a tornado came through, by march or they are going to cancel my homeowners insurance in October. Also the agents were not professionally dressed, no name tags were worn, our agent introduced herself but, the man with her that day, well, I guess his name was bob.
While the report was being written my harth was used a foot stool, and the tape measure was scraped all across my floors and walls, like I had not seen enough damage to my house I had to watch my own insurance agents disrespect my home in front of me, then the gall to send me a letter to fix and repair things that have been there for years... not to mention a letter stating my insurance is going up in the middle of all this. Ooooohhhhh, I failed to mention that I am having to wait for an approval to put the exact same carpet that came out of my house back in it? Ok, I still haven't figured that out. I think that should be weary if I was trying to put a different type carpet in?!?!?!? Wow. Look at all this great customer service you get.
ROGUE RIVER, OREGON -- I had a very large collection of jewelry components stolen at a home in another state. My agent told me to file a claim against my policy which would only get me $1,500.00 because the collection wasn't scheduled. [It was worth over $20,000.00.] When I tried to file a claim the handler told me it was too late to file, that it had been more than one year since the theft. My agent checked my policy and it stated I had 2 years to file. He complained and they took the case.
As soon as the adjuster, ** took the case he called me and told me he was sending an investigator out. I was happy because I thought they might be able to find my items. She came to my house in the middle of October. She taped the entire time and let me tell each detail which I was grateful for. I foolishly thought she was there to help me.
At the end of October I was called at 9 AM on Saturday by **. He told me that he denied the claim because... I WAS A LIAR AND HAD FILED A FALSE CLAIM!!! He went on to state I NEVER HAD A THEFT AND I HAD MADE THE WHOLE THING UP. He added there were all inconsistencies in my statement to the investigator.
When I asked him what in the world he meant he stated that I didn't even know the date the theft occurred, didn't know who took the beads, I didn't even know who had been in the house I was staying in. I WAS OUTRAGED. I told him to send me a copy of the taped statement and he refused. He hung up on me. My agent told me to file a complaint with the insurance commissioner's office, which I did.
Months later I received a copy of the letter sent to the insurance division. It stated a man named ** did an investigation and I DIDN'T EVEN KNOW THE LAST NAMES OF THE PEOPLE I STAYED WITH, I didn't know when or where the items were stolen, and the police report stated I made up the theft!! I immediately called the detective on the case and he was very angry stating none of what Travelers Insurance said was true.
THESE PEOPLE MADE UP A SECOND INVESTIGATION THAT NEVER TOOK PLACE AND LIED ABOUT ALL DETAILS IN THE CASE. I had no contact with anyone other than the lady who taped the statement at my house! I have never heard of anyone named ** and NO ONE ELSE CONTACTED ME!!
My agent is now filing a complaint and I am going to my attorneys office. I will get the so called tapes and reports they refused to give to me, I have been around a long time, been a Detective for years, and have never EVER DEALT WITH SUCH BALD FACED LIARS! This in not the end of this matter.. don't ever buy insurance from TRAVELERS INSURANCE!!!
TEXAS -- Travelers is awful!!! I escrow my insurance and taxes and Travelers sent back three checks to my mortgage company and made me pay my premium out of pocket, then told me it is up to me to get my money back from the mortgage company!!! They have already applied it to my escrow. I have my auto and jewelry insurance with them also, they are totally incompetent.