ComplaintsforTravelers Companies, Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Travelers Insurance Company regarding their handling of my policy cancellation and subsequent billing issue. I believe that the company's actions have been unprofessional and have caused me significant distress. Upon canceling my policy with Travelers and switching to a different insurance provider, I was unaware of a 12-day gap between the end of my Travelers policy and the start of the new one. As a traveling Registered Nurse, I was away on a contract during this time and did not receive the bill that Travelers claims to have sent me by mail. Consequently, I was blindsided when a collection agency contacted me three months later demanding payment of $136, without any prior notification from Travelers about the outstanding balance. While I do not mind paying the bill, it is not about the money but more about the potential negative impact of having a collection agency on my credit report. After contacting Travelers to address the issue, I was met with a lack of empathy and unhelpful responses. Despite assurances that my case would be reviewed and resolved, I continued to receive harassing phone calls, texts, and emails from the collection agency. When I sought assistance from Travelers representatives, including Josh and his supervisor Casey, I was met with dismissive and uncooperative attitudes. Casey even went as far as insinuating that the fault lay with me for not receiving the paper bill and paying it promptly. The lack of communication, transparency, and professionalism demonstrated by Travelers in handling this matter is unacceptable. I have been left without a satisfactory resolution and have been pressured to admit fault and pay the collection agency without due process or explanation. I am seeking a fair resolution to this issue that does not unfairly burden me with a debt that I was not properly informed about or given the opportunity to address.

  Business response

  06/19/2024

  Hello,
  Travelers provided a detailed response directly to the consumer on 6/18/24.
  Thank you.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is Travelers doesn't want to pay for any repairs. My septic is apart of my house like most people's house. My septic tank received some damage and need replaced but Travelers offer me nothing but excuses why they wouldn't cover it. Home insurance is 3000 a year, yet any time you go to claims. It is too old too fix then why did you cover it. Theifs are in all states but ******* and ******* held there feet to the fire. I will bring it up to government in *******. I will see if we stop Travelers insurance playing games with our people. I think you are insurance company you should do what insurance is there for.

  Business response

  06/12/2024

  Hello,

  
  Travelers provided a detailed response directly to the consumer on 6/11/24 by US mail. Please allow 7-10 days to receive.

  
  Thank you.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were doubled charged for our insurance 2 weeks ago. They wiped out our bank account. We requested a refund the day it happened, they said give it 2 business days. A few days later no refund. We contacted them again and they said oh sorry were going to just apply it to next month's bill. They were told no they were promised a refund. They listened to the recording and realized of yes we did say that. Now it's been 2 weeks since the first contact and no refund. We were told multiple times it would be refunded quickly.

  Business response

  06/12/2024

  Hello,
  Travelers provided a detailed response directly to the consumer by email on 6/12/24.
  Thank you.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my Travelers Insurance, Automobile insurance Policy ************* in December of 2023. See attached cancellation notice. And even got a refund for what Travelers owed me for an overpaid balance in my insurance policy, see attached. Then recently I received a notice from a collection company, ****** ****** *********, that they are trying to collect for a balance that I owe Travelers Insurance for the same policy. I am requesting that BBB reach out to Travelers insurance and help me get this rectified as I am afraid that due to this mistake from Travelers insurance, that it will negatively effect my credit score.

  Business response

  06/05/2024

  Hello,
  Travelers provided a detailed response directly to the consumer on 6/4/24.
  Thank you

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  “ I have had Travelers Business Insurance for several years. This was my first claim that I have ever made with any company. They do not pay their claims! I have been an insurance agent for 20 years and cannot believe this is the way they treat clients in need. It started almost nine months ago when a vehicle ran into my office building and left the vehicle there inside the building. That person, after hitting the main electrical box and tripping eight circuit breakers inside the office condo, said his truck was stolen. I lost three Insta hot water heaters, several computers, and printers. I have had to replace all the carpet in the building because they don’t make that product any longer. I had a five-year lease to a person renting space that that I had to cancel, as the office was destroyed and could not be used. So far, Travelers has only paid $10,000 on a claim that is closer to $50,000. Since they have depreciated everything so much, I have had to come out of pocket, which now has me suffering from anxiety and emotional trauma trying to get everything put back. I have tried to be reasonable with my claims adjuster, Jennifer Wooten, however she would not even give me the name of her supervisor. I have submitted a claim with the Department of Insurance, which takes about six months to review. I would just like to be put back to where I was before the accident. Claim Number *******. I’m sure no one from Travelers will respond to this complaint.

  Business response

  06/05/2024

  Response was provided direct to the complainant on June 3, 2024.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a fire in my house. Travelers was zero help in finding me a place to live or finding me contractors. They sent me links with no contractors available in my area. I have a dog and the housing options or not dog friendly. I’ve gone through 12 contractors, who ghosted me and I finally found one that would help me and my agent will not respond to me

  Business response

  06/05/2024

  Complainant was contacted on 5/23 directly regarding this complaint.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled homeowners insurance with travelers on april 14 and I have yet to receive my check and it is now may 17. I keep getting the run around that a check was sent on april 26 then the 6 of may and now may 16. I need to know if the check was ever sent out. Of not, I am willing to get an attorney.

  Business response

  05/22/2024

  Hello,
  Travelers provided a detailed email response directly to the consumer on 5/22/24.
  Thank you.

  Customer response

  05/22/2024

  I've called ***** and they indicated the correct address. The address you have on file is 4 years old and wasn't supposed to be sent there. I'll call and ask them to update your records and to escalate the payments to be sent to my correct address even though they have the correct address in their records.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of accident: 2/6/24 On May 14, 2024, a payment of $3, 183.10, which is below the actual estimated cost to repair, was received in my account after hours. An attached estimate from ****** ********* is an undervalued estimate based on the contract that Traveler’s Insurance has with ****** ********* to provide repairs at a discounted contractual price to Traveler’s Insurance to steer customers to them and using recycled parts. A contract that is apparently monopolized to ****** *********, considering the fact that there are no other collision repair shops within the *** ******* and surrounding areas. However, I am not obligated to have my vehicle repaired at ****** ********* or use recycled parts from other wrecked vehicles and I will not due to receiving poor repair services in the past from ****** *********. However, Travelers Insurance is required to submit payment based upon actual estimated repair cost and OEM parts. The estimate that they have submitted payment for has been undervalued in respect to parts and labor, which is fraudulent. I have researched the 3 parts suppliers that are included on the estimate. All 3 suppliers provide recycled parts from wrecked vehicles that are held in poor condition and unknown quality. I have provided pictures from *** **** as an example of the condition of the vehicle that a part is being recycled from to install on my car (note that the part number is the same as provided on your estimate). The condition of this vehicle, storage of this vehicle, and part is unacceptable and cannot possibly guarantee a quality replacement part based on the pictures. It must be assumed based on this factual example that the quality of replacement parts procured cannot be trusted, thus OEM parts must be purchased. I provided an estimate from ****** ********* at **** **** *** ******* *** ***** based of the actual cost to repair my vehicle without Travelers discounts and cost of parts. The actual cost to repair is $4,861.58

  Business response

  05/29/2024

  Hello, Travelers provided a detailed response directly to the consumer on 5/29/24. Thank you. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Filed a claim with Travelers April.22 2024 when the insured rear-ended me. Car was totalled. Travelers says it sent me a claim settlement check on May 8. Since they didn't use registered mail, *** or *****, the check can't be traced and I need this for a rental and to buy a replacement car.

  Business response

  05/21/2024

  The complainant has been responded to directly via email on 05/17/2024

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2023 I experienced a water damage issue in my kitchen and filed/opened claim ******* with Travelers. This damage required the removal of kitchen cabinets, flooring and kitchen fixtures and appliances in order to complete the water mitigation work, which was done within the first 2 weeks of filing the claim. In that time I began working with the Travelers appointed contractor to get a quote on the put back work. Quotes were sent and then I heard nothing for weeks from my adjuster. When I reached out in January I was told that the claim had been closed because payment had been made and they never received contractor quotes - only payment I received was to cover the mitigation work - and I forwarded the quotes that were originally sent mid-January. It was another couple weeks before I heard from them again only to find out they had assigned a new adjuster, and then another 3+ weeks before I heard from that adjuster. It is now May 2024 - I have been without a kitchen since Nov 2023, and I have 2 kids. Travelers is still not in agreement with the contractor pricing and has been beyond unreasonable with their expectations to complete this work saying it should only take 2 hours to replace flooring, cabinets, fixtures and appliances. They have shortchanged me thousands of dollars on this, and I already had to spend my deductible to cover the mitigation. Almost 6 months without a kitchen, with kids, is beyond unacceptable. There has been no mention of any *** either and I should not be out thousands of dollars to repair/replace what was existing. This has dragged on far too long and need this resolved ASAP - I just want the full costs as quoted by the contractor covered. If this is not resolved in a timely manner I will be reporting Travelers to the Department of Insurance for Unfair Claims Practices.

  Business response

  05/17/2024

  Hello,
  Travelers provided a detailed response directly to the consumer on 5/15/24.
  Thank you.

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: Letter sent by Travelers stated they were going to relook at the rebuild quote and were likely going to provide a supplemental check.  The adjuster sent me an email stating they had reviewed the mitigation work and there would be a need for changes on the rebuild but there has been no contact since and prior to this complaint it was the only contact I'd had in weeks.  I'm now also being told to communicate with the original adjuster that was assigned to the claim who blatantly ignored the emails I had sent only to inadvertently close my claim. The project manager from the rebuild contractor has been trying to reach Travelers to work through this so they can start on the rebuild of my kitchen - now over 6 months without and I have 2 kids as a reminder! The rebuild contractor has been very generous in trying to work with the adjuster on pricing and their calls and emails have been ignored.  This is beyond unacceptable especially when you consider that these contractors are selected by Travelers just for this purpose.

  The communication is severely lacking and is now incredibly muddied.  Travelers needs to clear this up and get this resolved ASAP, I will be filing a complaint with the Department of Insurance imminently for unfair claims practices. 

  
  Sincerely,
  
  **** *******

  Business response

  06/06/2024

  Hello,

  Travelers provided a detailed response directly to the consumer on 6/6/24.

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩