ComplaintsforTravelers Companies, Inc.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a customer of travelers insurance and I was in an auto accident on 11/17/2021 when someone drove into the side of my brand new 3 week old 2022 ***** **. The person had a car insurance that I was not familiar with so I called Travelers insurance and reported the accident and the details of what had happened. This incident happened 3 weeks ago and I have been trying to contact the insurance adjuster and have not had a response. The insurance adjuster left all inspection to the body shop which told me my car had $17,000 worth of damage. I have been trying to reach out to travelers so I could get another adjuster out to take a look at my car as I am not confident that ****** ********* is working in my best interest but they are more interested in ensuring they fix my car so they can get paid. I am not comfident that my car will be restored as it was before the accident. I was also told by travelers that I had to use one of two body shops and I was not able to use a body shop that I trust. I believe Travelers and ****** ********* in going the cheapest route to fix my car in order to save money instead of insuring I have a new car as I did before the accident. I also need to know what will happen with the depreciation of my car and if Travelers will take care of this issue. The body shop adjuster told me noone will know that my car was in an accident, which is incorrect information because this has to be reported. I have not been satisfied with my service with travelers insurance. When I pay my insurance bill they are willing to collect my money but when it is time to helping me they are not available. I had a brand new car which was only three weeks old and my car has been in an accident which means it is a crashed car that has lost its value as a new car and I have been reaching out to travelers for help as to get this issue taken care of and I have not received any response.

  Business response

  12/17/2021

  Please be advised that a Travelers' Claim Management Representative contacted Ms. ***** both by telephone as she requested and also provided written confirmation of their conversation as of December 16, 2021.  He explained the following:  he confirmed that they had discussed the details surrounding Ms. ******* damages and that all repair estimates for the damages to her vehicle have been reviewed and approved by someone at Travelers. He also reviewed with Ms. ***** that while she always has a choice in where she gets her vehicle repaired, the ****** ****** ****** completing the repairs comes with many advantages that Travelers cannot guarantee with other repair facilities. He and Ms. ***** also discussed her concerns regarding the diminishment in value of her vehicle.  He further explained that while Travelers is unable to pursue this claim directly for Ms. *****, Travelers will ensure that she has a copy of the final estimate once the repairs are complete so that she may contact the other carrier to pursue that claim if she wishes to.  Lastly, he provided his sincerest apologies for any gaps that may have occurred in communication regarding the claim.  He confirmed that Ms. ***** now has his contact information, as well as the adjuster’s contact information. 

  Sincerely, 

   

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended in the back of car on October 20, 2021. Travelers was very ******* from the very first call. And said there was no damage because there was no marks on bumper. My glasses were on my head and got broke by the visor when my head went forward. I went to hospital then, and again 3 days later from neck, back, arms, shoulders, and chest pain. Could barely move. Went to my regular doctor and then started physical therapy. Then travelers denies my claim!! Says I am not even hurt because car has no visible damage! But nobody has inspected my car yet because the collision place is backed up over a month!!! Car sounds awful, and makes loud noises, but they say there's no damage!!! I only had this car 6 months. How is this even legal.

  Business response

  12/23/2021

  Please be advised that a member of Travelers' Claim management responded directly to Ms. ****** as of December 23, 2021. The Unit Manager confirmed that no additional damage had been reported by the body shop; therefore, only the repairs included in the original estimate are covered.

   

  Sincerely, 

   

  Linda Nielsen

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************ 

   

  Customer response

  01/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: the person answering this complaint is not even a person who knows anything about this. About what happened and has not done anything about the rudeness of this rep, with whom I spoke to. My vehicle has not Eben been inspected because supposedly covid has shop backed up, and my var will not even be looked at until January 17, 2022. So I dont know why they say no further detail's are available. Nothing has even been done at all in anyway about my car being hit from behind on October 21, 2021. This company again is acting like they have resolved something. And nothing has been done. 
    
  Sincerely,
  
  ****** ******

  Business response

  01/20/2022

  I am writing to provide an update regarding the above referenced complaint and Travelers’ additional response.  In this regard, please be advised that a member of Travelers’ Claim Management provided an additional response directly to Ms. ****** as of January 18, 2022.  The manager upheld the Company’s prior position by which she explained that  a copy of the preliminary estimate was provided to Ms. ****** twice – once as of November 23, 2021 and once as of January 3, 2022.  The estimate reflected the damage in the amount of $383.60 to repair the rear bumper of Ms. ******** car.  The manager further explained that it is possible that there may be additional repairs needed once the vehicle is torn down by the auto repair technician.  The manager noted that Ms. ******** vehicle was scheduled for repair on January 17, 2022. However, as of January 18, 2022, Travelers had not been notified of any additional damage and their position on this matter is based upon their assessment of the information presently available

  Customer response

  01/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: my car has not even went to the collision shop until January 17, 2022. So they came at me very premature right from the beginning. They also have tried to tell me not to seek medical care for all of my pulled muscles and neck, which is very bad to this day. I can not even sleep without severe pain in chest and neck and shoulders. I wake up in pain every day, and this company told me not to get medical attention, that is un heard of. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/07/2021 at roughly 2:36PM Eastern Time I made a call to Traveler's customer support regarding my auto policy billing. Because I have been unemployed from COVID-19 since 2020 and unemployment was cut off early in the state of ******* I have not been able to make payments to my Traveler's bill. I asked the agent if there was any way that I could make the payment of $983 (the remaining balance on my policy) on January 28th as that was when I was expecting to make the remaining payment. The agent then said that I wouldn't get an actual cancellation notice until after January 12th, then walked back her statement which made the interaction confusing to understand what she was offering as a payment arrangement. I decided to end the call as the negotiation was not getting anywhere.

  Business response

  12/21/2021

  Please be advised that a member of Travelers' Policyholder Services management responded directly to Mr. ****** on December 21, 2021 by which she explained that Travelers is committed to supporting our customers through the ongoing pandemic and we look at circumstances on a case by case basis to address issues as they arise. In light of Mr. ******'s concerns, she further explained that she had completed a detailed review of his account and she saw that a payment in the amount of $734.63 was made toward the policy on December 12, 2021. On January 8, 2022 a bill would be issued in the amount of $238.21, due as of January 28, 2022. 

  Thank you, 

   

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  860-954-4593 

  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a insurance claim on my house to my insurance company .and they won’t cover my claim.because they say it was improperly installed .1 it was done by a contractor and 2 in was also inspected.so how is it my fault it looked fine to me I didn’t know that it had to have flashing on it .so for about 6 years I paid to have the deck put on the back side of my house and from rain and snow it has soaked up water and has rottened the side of my house from from the deck down my back door and floor and my bedroom wall and floor is rotten so they even separated .they say they won’t cover it.and they also say a pitch hill .they never came to look at it .you can tell where the deck was and follow down to the ground not grounded up and pitch hill is nothing its a small slope and has for the 30 years I have lived he and everything was fine then still is hasn’t change or do any damaged.so I pay insurance for 30 years for what .I’m sorry this is wrong.

  Business response

  12/22/2021

  Please be advised that both a telephone and a written response were provided directly to Ms. ******* by a member of Travelers' Claim management on December 21, 2021 by which Travelers position was upheld/explained. 

  Sincerely, 

   

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************

  Customer response

  12/22/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  car in an accident still not getting fixed, Was reported on Nov 5. DID all of what they asked. Still at the appraisal desk since Nov 16th. Still have not heard. Send email call and cannot get this done. I have a rental needs to go back. Will have no transportation.

  Business response

  12/17/2021

  Good Afternoon,

  Please be advised, response has been sent to the complaint directly.

  Thank you,

  Ali C

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been attempting to file a home owners insurance claim for 2 months due to black mold caused by a leak in the roof from a severe hail storm. Travelers has failed to provide a resolution, does not contact us back and only advises someone will be in contact with us when we try to reach out. This mold is in our 4 year old child's room and we are due to bring a new born baby home in the next 3-4 weeks. I am concerned for the health and safety of my children.

  Business response

  12/14/2021

  Please be advised that a Travelers' claim manager provided a response directly to Mr. and Mrs. ********** as of December 13, 2021 by which he explained that Travelers received their invoice for the reimbursement of water mitigation on November 30, 2021 and the claim file was then reopened for handling.  He further explained that as of December 8, 2021, Travelers issued a supplemental payment for $4,005.37 which matched the total of their water mitigation invoice. 

   

  Sincerely, 

   

  Linda N******

  Travelers Companies, Incorporated

  Consumer Affairs

  Telephone Number:  860-954-4593 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  missed February car insurance payment. i canceled after this because the price was too high. They continued for 2 months although i had written an email asking to cancel and asked their umbrella company, Goosehead Insurance to find me another insurance company. They continued to charge me while I had a new policy with ***********. You cannot have 2 concurrent car insurance policies. They refused to cancel at first and charged me 2 months more premium plus a penalty fee. I would backpay for the one moth I missed, but nothing else. I will pay 160 apprx for one month, they must eliminate the other charges and remove it from my credit report. This is highly unusual for car insurance in *****.

  Business response

  12/16/2021

  Please be advised that a Travelers' Policy Service Management Representative responded directly to Mr. and Mrs. ***** on December 16, 2021 and apologized for the delay in the processing of the cancellation of the policy.  She confirmed that the policy has cancelled effective April 17, 2021.  Upon review of the billing history, she noted that the last payment credited to the account was on January 19, 2021 in the amount of $176.50.  This payment paid the policy to the date of January 24, 2021 and at this time, there is an outstanding balance of $447.50 owed toward the policy for the coverage afforded from January 24, 2021 through April 17, 2021.  

   

  Sincerely, 

   

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************ 

   

  Sincerely, 

   

  Linda N******

  Travelers Companies Incorporated 

  Consumer Affairs

  Telephone Number:  ************ 

   

  Customer response

  12/17/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  I am willing to pay for the one month premium I missed as I explained to them (apprx $176.xx) . And they need to remove it from my credit report.

  They intentionally delayed cancellation to run up the amount owed while I had acquired alternative coverage elsewhere.
  

  
  
  Sincerely,
  
  **** *****

  Business response

  12/29/2021

  Please be advised that a member of Travelers' Underwriting/Policyholder Services forwarded an additional response to Mr. and Mrs. ***** on December 21, 2021 by which she provided a cancellation request form.  She asked Mr. and Mrs. ***** to complete the form with the effective date, their signatures(s) and date.  She further advised that upon receipt, Travelers would promptly handle their request.  She also noted that as the request is more than 90 days in the past, Travelers would require supporting documentation such as proof of replacement coverage.  Once received, Travelers would update the balance on the account accordingly. 

  Sincerely, 

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************ 

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was stolen 11/23/21 and it was recovered around 11/27/21. No physical damage was noticeable but I noticed a strange noise coming from underneath my truck and once I come to a complete stop you can hear a loud banging noise that literally shakes my truck. My insurance company provided me a rental car on 11/25/21 While my truck was being inspected at a local transmission shop. One of the auto tech’s started that he couldn’t find anything wrong with the transmission and advised me to take my truck to the **** dealership which I did on 12/1/21. I spoke with ***** ****** an service advisor and told him what the previous auto technician said and ***** assured me that their techs specializes on these types of issues and it’s normal that other Auto mechanics to miss the problem and he said he wasn’t able to get my truck on a rack until 12/20/21. I was contacted by Allison a employee at travelers and she was very, very rude! See explained that the problem with my truck MAYBE due from wear and tear and that I needed to turn my rent in by 12/3/21. I asked her how did she determine that if the auto mechanics haven’t? I asked to speak to her supervisor and she replied “they’re going to tell you the same thing” I’m being treated like I’m being punished for my truck being stolen, I’m the victim but I’m being treated like culprit! No sympathy or compassion just plain rude!

  Business response

  12/14/2021

  Please be advised that a direct response was provided directly to Mr. ****** by one one Travelers' Claim Managers as of December 13, 2021.  His response outlined the timeline of events and the next steps. He explained that as of November 23, 2021, Travelers learned that Mr. ****** had left his vehicle at ** ************ * **** for an inspection.  On December 2, 2021, Travelers' Appraiser spoke with a technician at ** ************ * **** who advised that they could not find any obvious damage to the transmission, and that Mr. ****** had picked up the vehicle from the shop post-inspection. On December 2nd, Mr. ****** contacted the claim professional and expressed concerns regarding a “noise”coming from the vehicle. The claim professional advised that at this time we were unable to correlate the cause of the noise to this theft loss, as there was no obvious damage to the vehicle and as ** ************ * **** could not find any obvious transmission damage; therefore, Travelers was ending the rental authorization effective December 3rd.  . Other factors that were considered included the age of the vehicle (model year 2010) and mileage of the vehicle (approximately 200,000 miles). Mr. ****** advised that you would like the vehicle to be inspected by *** ******* ****, but that they could not schedule an appointment for at least two weeks (we later learned that Mr. ******'s appointment was scheduled for December 20th). Mr. ****** was advised that if *** ******* **** diagnoses the cause of the noise and correlates it to this theft, then Travelers would reevaluate their position regarding the damage and rental coverage at that time. Lastly, the manager apologized if the interactions he had with Travelers' Claim Professional were rude and unprofessional, and he would share your feedback with her.

  Sincerely, 

   

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************ 

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against Travelers Insurance, Homeowners division. I have two claims I filed in July of this year regarding the same home, one regarding vandalism and the other storm damage. Travelers decided to separate the claims into two because of the nature of the claims. I have one main agent that took the info and I've spoken to in the past. There was a second agent who did the vandalism and reported his information and payout report to the main agent. I have tried contacting my agent numerous, and I do mean numerous times via text, phone, and the app messaging. No response whatsoever. I have contacted his supervisor twice. No response. I was simply asking for an update as it's taken longer than I was told. Now I'm asking you to help. I am filing a report with the NAIC.

  Business response

  12/14/2021

  Please be advised that a response was provided directly to Ms. ***** as of December 13, 2021 by which a member of Travelers' claim management explained that he and the claim professional assigned to the claim had reviewed Ms. *****'s complaint and the claim file; however, they had spoken with her concerning her claim status before they received Ms. *****'s BBB complaint.  He further advised that Ms. *****'s claims are under review with claim management and Travelers' Underwriting Department.  The claim manager also stated that it was his expectation that he would be able to provide Ms. ***** with another update in the next few days. In addition, the manager further explained that due to the COVID 19 pandemic, Travelers has had to restrict their field inspections somewhat and he apologized for the delays and inconvenience this may have caused Ms. *****.  Lastly, the manger explained that due to coverage questions concerning both of the claims filed, Travelers has continued our Underwriting evaluation and investigation of this claim under a Reservation of Rights letter that was issued in October. 

  Sincerely, 

   

  Linda N******

  Travelers Companies, Incorporated

  Consumer Affairs

  Telephone Number:  ************ 

  Customer response

  12/17/2021

  Date Sent: 12/17/2021 7:23:47 AM
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have been contacted on the same day I filed this report with you. However the message here states they will be in touch in a few days. Not true. They did not contact me back. 
  
  Sincerely,
  
  ****** *****

  Customer response

  12/17/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have been contacted on the same day I filed this report with you. However the message here states they will be in touch in a few days. Not true. They did not contact me back. 
  
  Sincerely,
  
  ****** *****

  Business response

  12/29/2021

  Please be advised that a member of Travelers' Claim Management responded directly to Ms. ***** as of December 29, 2021 by which he explained that Travelers' formal responses to  Ms. *****'s claims are under review by Travelers' Claim and Underwriting Management and she should receive them in the next few days.  

  Sincerely, 

   

  Linda N. 

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number:  ************

   

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  travelers client hit me on highway January 23rd 2021. I received all his info. waited on him and he was a no call. I reached out to my insurance company *** I received a quote from a collision company regarding the damage done to my car, that ** ******* ******** (man who hit me), didn't not want to pay or settle. I spoke to ***** rep on June 15 2021 who conference called travelers. I was told that claim professional Kelly M******** would be in touch with me soon. unfortunately that never happened. I've attempted more than 4 times to call her. I've left messages and to no avail I've got Nothing. the claim number I was given from this company was *******. My car is still not fixed and this company has not helped or intervened to date.

  Business response

  12/15/2021

  Please be advised that a member of Travelers' claim management responded directly to Ms. *************** as of December 14, 2021.  In this regard, the manager advised Ms. ******** ****** that Travelers has reopened the claim and a claim professional has contacted her to discuss her vehicle repairs. An appraisal request has been sent to ******* ********* for a copy of the repair estimate Ms. *************** previously obtained.  Ms. *************** was further advised that upon receipt and review of the repair estimate from Caliber,  the claim professional will contact her to discuss her vehicle repairs and resolution of the claim. 

  Sincerely, 

   

  Linda N******

  Travelers Companies Incorporated

  Consumer Affairs

  Telephone Number: ************  

*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. ↩