Business Profile

Insurance Companies

Travelers Companies, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Travelers Companies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

890 total complaints in the last 3 years.
300 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to file a claim for unavoidable car incident on highway that happened in March. They paid the body shop and my rental car no problem. However, I mentioned I had my car ceramic coated last summer and since the front bumper had to be replaced needed to be re-done. The claim adjustor said fine have the shop send her the bill. The guy sent it in and I also sent in copy along with proof I had it done originally. They still have not paid him any of the $900 owed and are now saying that they will only pay for the front bumper portion. I told the adjustor, as did my guy that does this, he has to use the whole bottle and do the while car. They told me no problem when I first mentioned it and that many people have this done so they are used to it. They need to pay him ASAP.
Business Response
Date: 08/06/2024
Hello,
Travelers provided a detailed response directly to the consumer on 8/5/2024.
Thank you.
Customer Answer
Date: 08/07/2024

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 as they have agreed too pay the full $900.

Sincerely,

******** *******
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was just informed that Travelers have ****** ****** no fault accident listed under my name and have me as the owner of the vehicle. The vehicle was in ****** ****** name. He was driving the vehicle the day of the accident. Also they gave ****** ****** the pay off check. They are the only company who can fix the error since they made the error. It was a ***** 2013 ***** ***** ***r. Again. ****** ****** was not the owner or the driver and I want it fixed under my driving record. I no longer have a policy with Travelers and was just informed of this by another car insurance that they have this under my name and they know they paid ****** ****** and the title was in his name. Also he was the driver.
Customer Answer
Date: 07/17/2024
That is prof of the pay off to ******. ****** and ownership. Please remove the accident and total loss off my name. Thanks ****** ******
Business Response
Date: 07/22/2024
Hello, Travelers provided a detailed response directly to the consumer on 7/22/2024. Thank you.
Customer Answer
Date: 07/24/2024
I appreciate the correction. However, my rate was affected by your mistake. I get a higher rate and travelers just get to apologize and keep collecting money from million of clients. Have a wonderful and Blessed day. Thanks Better Business Bureau. Companies only respond when you get involved. So grateful for the Better Business Bureau and all their hard work.
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******
Business Response
Date: 07/25/2024
As no new information was provided, our decision remains unchanged.
Initial Complaint
Date:07/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ******* ***, and my claim number is *******. I dropped off my vehicle at the ***** ********* ****** in ******* for repairs in the morning on 7/3/2024. During their inspection, they discovered additional damage that was not included in the original estimate, specifically to the trunk base and further damage to the rear body. As a result, the ***** ********* ****** submitted a supplement request to Travelers for approval on 7/3/2024. However, as of today, 7/15/2024, they have still not received approval from Travelers. I spoke to Travelers many many times, This further delay is very frustrating and disappointing. I am escalating this issue as it needs to be addressed as soon as possible. As a client of Travelers, and considering this was another party's fault, this significant delay for the approval of the damage is unacceptable.
Customer Answer
Date: 07/17/2024
Thank you so much for getting in touch with me. I would like to update you that this complaint has been resolved, and my vehicle has been repaired.
Business Response
Date: 07/29/2024
Hello,
Travelers provided a detailed response directly to the consumer on 7/25/2024.
Thank you.
Initial Complaint
Date:07/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good morning. **** ***** ******* here. I am a 76 year old widow caught in an ugly mess between my insurance company and body shop. On May 28 I took my 2016 ******* ****** to ******** ********* to have a ding repaired on passenger door. I called June 4th for an update. No response. I called June 6 for an update and was told my car had been damaged in a hail storm May 31. Immediately went to look at the car. Sunroof and windshield damaged as well as numerous hail freckles, no interior damage. I made a claim to Travelers Insurance that day. June 13 received an estimate from ******* of $13000. Over the next two weeks spoke to multiple people at Travelers who said the car was totaled and they would get with me. That did not happen. On July 3 spoke with Travelers and they said the car was not totaled. Sent me a valuation of over $17000 dated June 20. And a revised estimate dated June 24 of $6300. My son spoke with ****** ****** at ******* and he said he didn’t know what to do and gave my son the brush off. It’s 7 weeks and nothing is happening and now Travelers will no longer give me a rental. I am stranded. I am stuck. Neither is doing their job. I don’t know what to do. Anything is very appreciated. Thank you
Business Response
Date: 07/24/2024
Hello,
Travelers provided a detailed response directly to the consumer on 7/24/2024.
Thank you.
Initial Complaint
Date:07/16/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ******** *****. A licensed insurance agent. My client ****** ** (Cell ###-###-####) has her autos been insured by Travelers Insurance company (**** * *****) Policy number ************* period 04/13/2024 - 10/13/2024. Her cars one 2021 **** ***** and one 2017 ****** *** ********. Both car have a full coverage 100/300/100. On 7/8/2024 there was an accident. the 2021 truck hit a stem of a tree. The claim number is *******-****** **. Then the Travelers inform ****** **, her policy does not have collision coverage. My client ****** ** has full coverage, now The company told her she has no coverage. When I check with the company I find the reason, that the company moved the collision coverage on the policy during December 2023 without notice me ( a insurance agent) and my client ****** **.
Business Response
Date: 07/29/2024
Hello,
Travelers provided a detailed response directly to the consumer on 7/24/2024.
Thank you.
Initial Complaint
Date:07/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My vehicle was rented through ****, the renter was involved in an accident. I took my vehicle to a body shop, **** ***** **** ****** ***. The adjuster contacted me a few days after I filed the claim and was asking me questions. One of the questions was, "Do you know the owner of the body shop"? to which I replied, "No, I do not know them". A few days later she denied my claim saying that I misrepresented my affiliation with the body shop, saying that supposedly my name was registered under the address of the body shop in the last 2 years. However, I have never been affiliated with this body shop. But then I remembered that a few years ago, I took my vehicle to this shop for repairs and they were to finance the repair fees, so I thought maybe that was the reason why their system was showing an "affiliation" other than that I couldn't think of anything else. I tried explaining this to the adjuster but she was very rude and inconsiderate in hearing me and was very stubborn and stern to her decision. I have come to learn that, in the insurance industry, sometimes certain information pops up in the underwriting process that may be under a certain person's name and most of the time these information are not accurate. I have never been affiliated with this body shop, but this adjuster is adamant that I have misrepresented information to them. My car was rented by a **** customer, it was involved in an accident, so I filed the claim and took my car to a nearby body shop. And so we're here now. I am asking for your help in resolving my claim with Travelers/**** as I believe I have been mistreated only because I am ********, the person who rented my vehicle through **** was ********, and the owner of the body shop is also ********. I believe that in California insurance companies try to find ways to NOT pay for claims, and this is unfair to me. They have made money on this particular rental, the accident was during the rental period.
Business Response
Date: 08/06/2024
Hello,
Travelers provided a detailed response directly to the consumer on 8/5/2024.
Thank you.
Customer Answer
Date: 08/06/2024

Complaint: ********

I am rejecting this response because:
Their response isn't good enough. I have not made any material misrepresentations as they said or allege that I did. I do not agree with them on their decision nor their response. Their response is like just shooing a dog away, and I am extremely unhappy witht he way this claim has been handled. I feel as if I have been racially profiled in this case and I can elaborate on that if you'd like.

Sincerely,

****** **********
Customer Answer
Date: 08/06/2024
Their response is:
Travelers sent the consumer a detailed letter regarding this claim. And that's it. I need a thorough response as to why they are denying my claim and alleging that I am in some way affiliated with the body shop when I'm not. I do not have any ties with this body shop. I don't know where they are getting their information.
Business Response
Date: 08/09/2024
Hello,
Travelers provided a detailed response directly to the consumer on 8/8/2024 & 8/9/2024.
Thank you.
Customer Answer
Date: 08/12/2024

Complaint: ********

I am rejecting this response because: Their response is not sufficient for me. I've paid all premiums for the "in case" and this is one of those times and their response is ridiculous. The vehicle was rented, for which I pay high commission fees to **** which includes fees for insurance and they don't cover anything anything making up excuses. The damages were caused by the renter, which the insurance is supposed to cover, but in this case they're trying to squeeze their way out of paying by making up bogus claims and excuses.

Sincerely,

****** **********
Business Response
Date: 08/15/2024
Hello,
Travelers provided a detailed response directly to the consumer on 8/15/2024.
Thank you.
Initial Complaint
Date:07/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made two separate water damage claims on October 2023. Both claims within a few days from each other. The claims were paid and closed by travelers insurance company. Their adjuster took pictures before and after the damage and were provided with receipts of the charge for the repairs. Eight months later, the insurance company contacted me wanting pictures of the repairs and receipts again. As mentioned before, their adjuster did all of that back when the claims were placed on October 2023. I had to inconvenience my tenant to take pictures of the repairs and I also had to track down the contractor to provide me with receipts. I do not understand why travelers insurance company sends adjusters to obtain pictures before and after along with receipts to 8 months later harass me to do the leg work their adjuster did for them already. After all this was done, they decided they were not going to continue insurance services for me. I believe it’s unethical for them to harass customers to get the evidence of repairs when they themselves had the evidence already. Very poor customer service.
Business Response
Date: 07/29/2024
Hello,
Travelers provided a detailed response directly to the consumer on 7/26/2024.
Thank you.
Initial Complaint
Date:07/01/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Auto and Home insurance. Travelers is sending me a bill for Auto insurance, I have paid them for Auto and Home on 6-10-2024. They are insisting I still owe for auto amount of 458.00 They are showing my auto policy as inactive???? It's not. When I call I get someone that does not speak very good English. Travelers is showing my old agent as active agent. This is incorrect. I have a new agent. Why is it so impossible to get someone from Travelers on the phone. My new agent cannot fix your website. Person I spoke to at Travelers would not let me speak to a Manager. PLEASE FIX MY POLICY. I have paid you and for the past 20 plus years I have always paid early, etc... I have only had 1 claim for a roof from Hail damage 15 plus years ago. The impression I get is Travelers will not fix this issue. I would like a call from a Manager at Travelers that can fix this. Thank you
Business Response
Date: 07/13/2024
Response was provided direct to the complainant on 7/12/24.
Customer Answer
Date: 07/18/2024

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.
Now if they will only fix their website, my account shows 3 auto policys I only have one and 2 condo policys I only have one. My agent cannot fix this.

Sincerely,

**** *******
Initial Complaint
Date:06/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A client of Travelers totaled my car. The police on scene said it was clearly Travelers client that was at fault. Travelers rightfully accepted liability to pay for my totaled car but wants to pay around $2000 less than the car goes for!!! I've reached out to them numerous times and even provided reliable 'comps' and they keep on giving me the "run around"!! I don't understand why they not giving me what I deserve to get for their client totaling my car! I didn't ask for their client to total my car- but now that their client totaled it-give me the money for it!!!
Business Response
Date: 07/01/2024
Hello,
Travelers provided a detailed response directly to the consumer on 7/1/24.
Thank you.
Business Response
Date: 07/01/2024
Hello,
Travelers provided a detailed response directly to the consumer on 7/1/24.
Thank you.
Initial Complaint
Date:06/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 06/19/2024
Hello,
Travelers provided a detailed response directly to the consumer on 6/18/24.
Thank you.

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Travelers Companies, Inc. is NOT a BBB Accredited Business.