ComplaintsforTravelers Companies, Inc.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were in a car accident in April 2021, the at fault driver has Travelers insurance. Travelers has still not paid out medical bills despite sending the bills to them multiple times, and even signing releases for them to have access to our medical records so they can reach out directly to pay them. The hospital has also sent the bills to them multiple times, and has that on record. Our bills are in collections because they will not pay them, even though they have agreed to pay them in full. I should not be the one that has to keep going back and forth between the hospital and the insurance company, when they have our releases and can full well contact them themselves. This has been ongoing for almost 5 months now. I will never use Travelers Insurance for my own needs, they are insanely lazy.

  Business response

  09/13/2021

  A response letter has been sent 9/13/2021 with details regarding bills that have been paid.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak claim. A single claim in 10/2020. Travelers is reporting this as 3 separate claims and I am unable to switch insurance companies due to the number of claims on the property. There was a single legitimate claim for water damage not three. I want them to remove the additional claims and report it correctly. This is an unethical business practice to ensure the individual can’t switch insurance companies.

  Business response

  09/13/2021

  A response was emailed 9/13/2021 with an explanation of Travelers position.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Travelers approved a claim to replace my roof, and while they made an initial payment, the payment was lower than the total charge from the roofing company. Part of the discrepancy was that the insurance company did not want to cover the replacement of the drip edge because they said it was not pre-existing. But if I sent them pictures of the drip edge prior to the work being done, they would approve the cost of replacement and send me additional funds. I have sent them the pictures, and reached out to both my claim professional AND her superior AND the general Travelers customer service line. And I haven't been able to get ahold of anyone nor have I heard anything back. They owe remaining money on the claim but haven't paid it and have been unreachable.

  Business response

  09/04/2021

  A response was mailed 9/3/2021 with resolution to the complaint.   A call was also placed to our insured.

  Customer response

  09/07/2021

  
  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.  The business did exactly what I was asking, and I am grateful for their resolution of my complaint.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was advised by Heaven (Travelers Rep) that it’s best to use my own ins. rather than the person’s who hit me, so I did, this was incorrect advice. As we wouldn’t even be in this situation had we used the other persons ins. Further, I tried to take the car directly to ***** to get repaired and the repair would take 1 day - no rental needed. Heaven said I could not do that because it was not a body shop and Jose only approved a repair not a replacement. Heaven helped us get car rental situated and advised we had $40 a day for 30 days PER claim. She also recommended us to ******** **** **** and another shop in *******. Due distance, we chose spectrum. We have zero affiliation with this shop and only chose it because Travelers recommended it. Shop had had car 1wk and now Travelers is no longer paying rental but car isn’t ready for another week. They say we chose an out of network shop when they suggested it and never mentioned anything about in or out network shops.

  Business response

  09/09/2021

  A response was mailed 9/6/2021.  Car rental issue has been resolved.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with travelers because I had a leak in my roof and water stains on the wall in the living room. An ins agent and a roofer came to inspect. After the inspection Alex Y***** told me he would email the results of the inspection or call me. He call and explain that the claim was denied, because the cost of the repairs are less than the deductible which came to about $211.00. I was ok with the decision. Later on in the week, I received an inspection letter that my homeowners ins would be canceled if I did not clear up the debri and clutter and repair or replace curling and crumbling shingles by 10/15/21. A few weeks later I received another letter stating I had to clear up debri and clutter and replace the entire roof by 8/31/21. I reached out to the ins company to question them because the first letter said I only needed to replace the shingles. Now it is saying I have to replace the entire roof. Pictures were from 10/2020 and I didn't own the home until Nov 2020.

  Business response

  08/25/2021

  Good afternoon,

  Please be advised a response has been emailed directly to the insured on 8/24/2021 .

  Thank you,

  Ali C

  Customer response

  08/26/2021

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

  Customer response

  08/26/2021

  First of all the picture that traveler's presented are from 10/2020. I did not own the house until 11/6/2020. I have never received any letter stating that the roof needed to be fix until I placed a claim in 2021 to see if the roofwould be covered by the insurance. If I had received that letter I wouldn't have placed a claim, and when I asked to see a copy of the letter with the date and date it was mailed I received no response. I received two inspection letters after the claimed was submitted and a determination was made and they both say something different. That is my dispute. Also I told the agent Laura we did not have a closing date and she ensure me that the policy would not start prior to closing. I don't see why I am responsible for what happened in 10/2020 when I did not own the house. Couldn't have fixed the roof then if I wanted to without owning the house.

  Business response

  09/08/2021

  Good afternoon,

  A response has been sent directly to our insured today via e-mail.

  Thank you

  Ali C

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/9/2021, I went to a ********* in *** ***** **. When I came out, I saw a ****** van bumped into my car's rear bumper while the van was backing out. My car was parked and no one was inside. There is a dent on my car's rear bumper. The driver apologized and gave me his driver license and insurance. The insurance is Travelers Auto. I got in touch with Travelers and filed the claim on 7/9/2021. The claim number is *******. The person assigned to handle this case is Thomas U****. Thomas initially said in email that he was not able to get in touch with his driver/insured. I gave him his driver's phone number. After a few tries, on 8/4/2021, I talked to Thomas again. He still mentioned he was not able to connect with his driver. His driver actually sent me their text exchanges on 7/14/2021. Then I sent Thomas pictures of my car as he requested and a repair estimate from ** *********. It is 8/17/2021 now. I still have not got a response from Traveler on the repair.

  Customer response

  08/19/2021

  ************* ************ ***** **** *** ***************** ***** ********** ****** *** **** **** ** *** **** ***************** ******** ********* *** ********

   

  Hi,

   

  Thank you very much for your help!!

   

  I was able to connect to the Traveler claim agent yesterday. This issue is being resolved. Travelers will be paying for the repair of my car. Please close this complaint if you can. I don’t see a button or link for me to close it myself.

   

  Thanks again!!

  ****

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This insurance company requested a certificate of fire for my alarm system for a credit on my policy for $7. I sent it over but they say they never received it. So they cancelled my policy without letting me know and I didn’t find out until my mortgage company notified me. This was months later. Luckily I didn’t have a homeowners claim but this could have been catastrophic if I did. It cost me a lot of penalties with my mortgage co. When I called travelers they told me they would be reimbursing me $350 I owed them and I keep calling but they won’t now and keep sending me bills.

  Business response

  08/17/2021

  Please be advised that a response was sent as of August 4, 2021 to Mr. and Mrs. ****** by a Travelers' Underwriting Manger. 

  The Manager explained that she completed a review of the ******'s account.  During that review, the manager explained why Travelers was unable to provide a credit for a centrally monitored fire alarm as the documentation that the ******s submitted did not indicate this type of alarm.  it was further explained that a cancellation notice was sent by Travelers for the premium due of $12.00 to the ******s on 09/03/2019 with a cancellation date of 09/23/2019 if the payment was not received.  A copy of this notice was sent to the mortgage company as well.  The manager further acknowledged that the ******'s notified Travelers that their agent rewrote the policy effective June 15, 2020 under a different policy number.  Travelers spoke with the ******son June 24, 2020 because the mortgage company had forced place insurance; however, Travelers was unable to reinstate the prior policy to show no lapse.  As of October 9, 2020, the ******'s requested Travelers to cancel their policy effective 10/12/2020.  The manager also confirmed that the current balance due is for coverage provided during 06/15/2020 - 09/18/202.  Lastly, the manager explained Travelers COVID-19 billing relief that was effective March 26 to June 15, 2020.  During the billing relief period, billing relief was automatically applied for customers who were unable to pay their bills.  Travelers continued to send the normal bill, providing the total  premium owed for the policy for each billing cycle.  On June 16th, Travelers returned to our normal billing processes.  In our continued efforts to assist, any unpaid balance from that time will be billed separately in which you will have 12 months to pay the past due balance without any late charges or risk of cancellation. Lastly, it was confirmed that the ******s do have a balance due of $352.00. 

  Thank you, 

  Linda N******

  Consumer Affairs

  Telephone Number:  ************ 

   

• Initial Complaint

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Travelers insurance company is billing me for a homeowners insurance policy that I did not renew with them. I called Travelers insurance company to cancel my home insurance policy and they never canceled it and they are billing me for a policy that I canceled. They are telling me they don’t show any record of my phone call.

  Business response

  08/16/2021

  Dear Ms. **********************, 

   

  Please be advised that a representative of Travelers' Underwriting management responded directly to *** *** *** ***** as of August 12, 2021.  Although the manager extended her apologies for the handling of Ms. ******* requests to cancel her homeowners' policies, she was unable to locate a cancellation request for the policies. Therefore, she enclosed a cancellation request form to be completed and signed by Ms. *****. The manager further explained that upon receipt of the completed form, Travelers would handle her cancellation request and the outstanding balance on her account would be adjusted. She also noted that if the request is more than 90 days in the past, Travelers would require supporting documentation such as proof of replacement coverage. 

  Sincerely, 

  Linda N******

  Travelers Consumer Affairs

  ********* *******  ************ 

   

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -I had my car totaled on June 11th 2021 by a driver who has Travelers Insurance. I have been trying to get the claim paid so I can obtain another car. They have not been in touch at all. My insurance company has stated they will just have to pay the claim and try to get reimbursed by Travelers Insurance for it. However, they will not pay for a rental car and told me that Travelers is responsible for that. I got in touch with them and they are refusing to pay for a rental or handle the claim though they have accepted full liability for the wreak. Do I have any recourse I can take at all? This is ridiculous. I appreciate your timely response.

  Business response

  08/02/2021

  Dear Ms. **********************.

   

  Please be advised that a member of Travelers' claim management responded directly to Mr. **** as of August 2, 2021 by which he explained that Travelers had spoken to the Insured's son (who was involved in the 2-car accident) on July 19, 2021 and during that conversation, the Insured's son confirmed the facts of the loss.  The manager also advised that the Insured's son did not have any contact information for Mr. **** and only had his insurance company's information.  He further advised that as of July 21, 2021, Travelers contacted the Auto Owners Insurance and left a message requesting a return telephone call.  At that time, Travelers advised that they had accepted liability for the damages to his vehicle and wanted to confirm if they were handling the repairs and they requested a call back. The manager also confirmed that Travelers obtained Mr. ****'s address, phone and email on July 29, 2021 and attempted to contact him directly to advise that Travelers had accepted liability.  Travelers further confirmed that they were able to reach Mr. **** by text and advised that they would set up a rental vehicle for him and front his collision deductible once he provided Travelers with a copy of his automobile insurance declaration page to confirm the deductible amount.  

   

  Sincerely, 

  Linda N******

  Consumer Affairs

  ********* *******  ************ 

*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. ↩