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Connecticut

BBB Accredited Business since

Travelers Companies, Inc.

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Phone: (860) 954-2382 1 Tower Sq Stop 8A, Hartford, CT 06183 http://www.travelers.com

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Description

Travelers Companies, Inc. offers insurance products and services; home owners, renters, auto, boat, flood, identity theft, wedding and umbrella.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Travelers Companies, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Travelers Companies, Inc. include:

  • Length of time business has taken to resolve complaint(s)

Factors that raised the rating for Travelers Companies, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 435 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

435 complaints closed with BBB in last 3 years | 126 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 99
Delivery Issues 1
Guarantee/Warranty Issues 10
Problems with Product/Service 316
Total Closed Complaints 435

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Travelers Companies, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: March 01, 1928 Business started: 01/01/1853 Business started locally: 01/01/1853 Business incorporated: 04/01/2004 in MN
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Insurance, State of CT Dept. of
153 Market St, Hartford CT 06103
Phone Number: (860) 297-3900

Type of Entity

Corporation

Business Management
Ms. Denise J. Sailer, Director Consumer Affairs
Contact Information
Principal: Ms. Denise J. Sailer, Director Consumer Affairs
Business Category

Insurance Companies Insurance - Auto Insurance - Fire & Flood Specialists Insurance - Homeowners Insurance - Marine Insurance - Rental Insurance - Property Insurance Consultants Insurance Services Insurance Agencies and Brokerages (NAICS: 524210)

Alternate Business Names
American Equity Insurance Company American Equity Specialty Insurance Company Associates Lloyds Insurance Company Athena Assurance Company Atlantic Insurance Company Commercial Guaranty Casualty Insurance Company Commercial Guaranty Insurance Company Commercial Guaranty Lloyds Insurance Company Discover Property and Casualty Insurance Company Discover Specialty Insurance Company Farmington Casualty Company Fidelity and Guaranty Insurance Company Fidelity and Guaranty Insurance Underwriters, Inc First Floridan Auto and Home Insurance Company First Trenton Indeminity Company Pacific Select Insurance Company Premiere Insurance Associates Seaboard Surety Company St Paul Fire and Casualty Insurance Company St Paul Fire and Marine Insurance Company St Paul Guardian Insurance Company St Paul Protective Insurance Company St. Paul Medical Liability Insurance Company St. Paul Mercury Insurance Company St. Paul Surplus Lines Insurance Company The Automobile Insurance Company of Hartford, CT The Charter Oak Fire Insurance Company The Phoenix Insurance Company The Premier Insurance Company of Massachusetts The Standard Fire Insurance Company The Travelers Home and Marine Insurance Company The Travelers Indemnity Company of America The Travelers Indemnity Company of Connecticut The Travelers Lloyds Insurance Company Travco Insurance Company Travelers Travelers Auto Insurance Company of New Jersey Travelers Casualty and Surety Company of America Travelers Casualty Company of Connecticut Travelers Casualty Insurance Company of America Travelers Commercial Casualty Company Travelers Commercial Insurance Company Travelers Excess and Surplus Lines Company Travelers Insurance Companies Travelers Lloyds of Texas Insurance Company Travelers Personal Insurance Company Travelers Personal Security Insurance Company Travelers Property Casualty Company of America Travelers Property Casualty Insurance Company United States Fidelity and Guaranty Company

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Complaint Detail(s)

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a mail out containing a ***** **** card for $20. Activation of the card required that I call for a quote. After spending an hour total on the phone, I was denied activation because I accidentally said that I had 2 roommates, despite the fact that my roommates both moved out last month. The representative said that I was lying and refused to complete my quote.

Desired Settlement: I would like a $20 gift card to *****- which is what was advertised.

Business Response:

A response was sent to *** ******, July 23, 2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your inquiry regarding the promotional gas card you received in the mail.

Please accept my apologies for your recent experience with Travelers. We pride ourselves on delivering the best customer experience and regret failing you in this regard. Thank you for your interest in Travelers and we appreciate you contacting us to begin your quote. Unfortunately, at this time we are unable to activate the promotion card as a quote must be completed with Travelers. Your quoting file indicates we were in the process of completing a quote for you but we are waiting for additional information or documentation regarding recently departed household members. If you would like to complete your quote one of our licensed sales agents would be more than happy assist."  

Contact information was also provided to *** ****** in the response letter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been with Travelers Insurance for over 30 years. We submitted a claim to Travelers Insurance to repair a roof due to storm damage, the second claim in about a year. They have sent adjusters to review the roof damage. Both claims were rejected and they stated that they were not due to storm damage and that it is due to wear and tear. However, other houses on the street (including both neighbors on each side of my house) have been approved for roof repair due to the storm damage. We are requesting assistance from the BBB to look into this as we have been Travelers for over 30 years and had only previously submitted 1 claim during this time. Your review and follow up with this situation is greatly appreciated. Product_Or_Service: Home Insurance Account_Number: Policy #************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Repair of roof.

Business Response:

A response was sent to *** ******** on 7/17/2104 from Travelers Rancho Cordova CA Claim Center as follows:

"This letter will serve as a response to your complaint dated 7/7/2014 for the above referenced claim.  I am a manger in the claim center where the loss was handled and I have reviewed your request and the claim file.

Please see the attached letter dated December 5, 2013 which details our repeated requests for the required documentation and the reasons your claim was denied.  As you continually refused to comply with the Duties After Loss portion of the Conditions section of your policy your policy does not provide coverage for this loss.

After a careful review of the facts of the loss, claim process, and policy we have determined that the coverage determination made on December 5, 2013 was correct and reflects the company's final position regarding this claim. Our decision is based upon the information and documentation we received in connection with our research of this claim. 

Your policy may have other terms, conditions and exclusions that apply to this claim. We do not waive any rights, including our right to deny coverage, for any other valid reason under the policy or at law."

 

Business Response: A response was sent to *** ******* from Travelers Naperville IL Claim Service Center as follows:
 
“Your complaint of July 8, 2014, has been forwarded to me for a response. Travelers Personal Insurance Company (“Travelers”) issued a homeowners policy to you beginning November 18, 2010 and renewing annually.  You have expressed concern with the denial of the roof damage based on the wear and tear and contest that the roof does in fact have storm related damage.  
 
June 23, 2013 claim (Claim No.: *******) Travelers was notified on September 18, 2013 by you that there was hail damage to the roof and exterior of the home from a June 27, 2013 hail storm. This claim was assigned to Claim Professional **** ******. *** ****** contacted you on September 18, 2013. You explained that the tenant at this rental property had noticed water leak in the ceiling of the home. After a roofer came out to inspect they determined that there was hail damage to the roof. *** ****** explained the claims process and set an inspection for September 20, 2013 with you and a roofing consultant, ******* ****** *********** **********).
 
On September 20, 2013 *** ****** inspected the loss with you, your contractor ***** ******** and *******. The roof of the home was inspected first and we determined that there was no hail damage to the shingles on the roof.  The roof was deteriorating and showing signs of heavy wear and tear. The four layers of shingles on the roof along with poor ventilation led to the advanced deterioration that was exhibited. There were no signs of wind or hail. Next the garage roof was inspected. This roof had one layer of shingles and was in better condition than the house roof. There was also no wind or hail damage seen on the garage roof. Next the siding on the home was inspected. There was no wind or hail damage to the siding. There were mechanical marks on the aluminum siding but no marks that were consistent with hail damage. Finally an inspection of the interior ceiling leaks in the bathroom and the dining room were inspected. There were two leaks that damaged the paint on these ceilings. *** ****** wrote an estimate for these repairs due to these leaks. This estimate totaled $479.48. Your policy carries a $500.00 deductible so no payment was made as the deductible had not yet been reached.  *** ****** explained his findings to you and *** ******** while at the home. At that time you requested a re-inspection. *** ****** informed you that you would be able to speak to his manager about the possibility of a re-inspection.
 
On September 23, 2013 you spoke with Unit Manager ***** ******* in regards to the loss. *** ******* explained that we would not be re-inspecting the loss as we had a roofing consultant on site with your contractor and no hail or wind damage was found.  He explained that our weather research showed there were no hail events in the area on the date of the reported loss and no signs of hail damage seen at the inspection. There were also no signs of wind damage. On September 23, 2013 *** ****** called to review the estimate for the repairs to the bathroom and dining room ceiling. The call was ended at your request. That day *** ****** mailed a copy of the estimate and a letter explaining that at that time the loss was under the $500.00 deductible.
 
June 23, 2014 claim (Claim No.: *******)- On June 25, 2014 Travelers was notified by you that there was storm damage to the same rental property which was allowing damage to the bathroom and kitchen ceilings as well as the basement from a storm on June 23, 2014.  This claim was assigned to Claim Professional ******* ********* *** ******** contacted you on June 25, 2014 and you explained that along with the damage mentioned above there is some damage to the gutters which is allowing the water to enter into the basement. *** ******** explained the claims process and set an inspection for June 27, 2014.
 
On June 27, 2014 *** ******** met with you and your tenant at the rental property to inspect the property. ******* Claim Consultants also accompanied *** ******** to assist with accessing the roof. First the interior of the home was inspected. The same leaks that were seen on the prior claim were still present and had not been repaired. There was an additional leak in the hallway of the home. *** ******** wrote an estimate to make the repairs in the hallway. This estimate totaled $405.86. As with the prior claim your policy carried a $500 deductible. Therefore no payment was made for the hallway damage. There was also water damage noted in the basement of the home. Next the roof was inspected. The same wear and tear damages were present from the initial inspection. There was no hail or wind damage present and the roof was in the exact same condition as it was at the initial inspection in 2013. The gutters of the home were clogged and filled with water at the time of the inspection. During times of rain the gutter overflows and water pools along the exterior of the home. This water then seeps into the home through the foundation which is causing the water damage into the basement. *** ******** explained that this seepage of water in through the foundation is not covered under the policy. On June 30, 2014 a copy of the estimate for the hallway repairs, a letter explaining those repairs were  under the deductible and a letter explaining why the seepage through the foundation was not covered was mailed to you. *** ******** also called and explained the same.
 
We value your business and we are sorry that you are not satisfied with the claim decision.  Travelers understands that you would like to have the roof on your home replaced, but under the terms of your contract with Travelers, it will not replace roofing that is damaged by wear, tear or deterioration.  
 
We trust this response will serve as sufficient explanation of our position regarding your claim. Please do not hesitate to contact me if you have any further questions.”
 
 
******** * ****** * Sr Compliance Consultant | Corporate Compliance, Consumer Affairs
Travelers
*** ***** ****** * *****   ********* ** ***** ** ************   **  ************  
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My car was involved in an accident in may 2014.I received back letter saying that they planned to add the person that was driving my car to my policy. I called that same day to drop my policy because the person that was driving does not live with me so they can not be added. I was told that I just needed to fax in his ID with address of his residence and he would be removed so I did not have to cancel my policy. So I faxed in the I'd and made my payment on the 10th of June. After I made my payment I received a not her letter. I called in on the 28th and was told a in he would be removed. At this point I don't trust anything I've been told. I decided to go with another insurance company. I called to cancel my policy. The next day I received a bill for $400 and something dollars. So I call in again on July 21st. And ask why I received a bill when I cancel my policy before it was do. I was informed that they never took the other driver off like I was told. I explained that I faxed in the I'd as requested. I was told that the underwriter rejected the id. I asked why was I never informed of this and I felt that this is because I canceled my policy. I was told to fax the I'd again with a light bill or something of that nature. Explained that the Driver is unemployed and lives with his mom so he does not have any bills. But He Does Receive Child Support statement s. I was told to send that with the I'd again. I did this on the 22nd of July called back on Thursday the 2 5th was told by *** ******* ** *** *** **** that she would pro rate it back to the 28th of June because I was told he would be removed. When I stated that I was filing a complaint she then said that she was not going to fix my account and would not transfer me to another manager. I have since called back twice and they will not transfer me to another manager

Desired Settlement: I would like them to cancel the bill. I paid my last payment in full on 6/10 and my due date for July was on the 20th. I canceled on July 14th so I should not have a bill. Only after I canceled they are trying to say they are not removing the other driver. No money was paid on the claim so I don't understand other then discrimination against me and the other driver. My bill was always paid on time and I faxed in every document they asked for.

Business Response:

A response was sent to *** ****, August 1, 2014 from Travelers Spokane Washington Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your inquiry.

First, please accept my apologies for your recent experience with Travelers. We pride ourselves on delivering the best customer experience and regret not meeting those expectations.

In your correspondence, you mentioned our decision to add ******* **** as a household member and our decision not to remove him from your policy based upon the documentation we received. Based upon statements that were made to our claims department regarding his use of your vehicles and his acknowledgment of residency at your home; ******* **** was added to your insurance policy. Regarding the information needed to remove ******* **** from your policy; I apologize for any inconsistency you received in our requests for documentation. Regrettably, the documentation we have received does not sufficiently support another residence for ******* ****.

We would be happy to review our decision again if you have additional documentation to submit. You may submit either a property lease agreement which was already in place, signed and notarized prior to the time of the loss or a utility bill for the months leading, including and following the date of loss in the name of ******* ****. Additionally, we would like to see verification ******* has either a non-owned auto policy or a personal automobile insurance policy.

While I understand and empathize with your disappointment with our current procedures, I cannot alter your policy at this time. Please feel free to contact me by mail or telephone using the information above, or via e-mail."

Consumer Response:

 
Complaint: ********

I am rejecting this response because: I received an email which is below from the company saying somehting different. I was told that even after i send in the utilty bill that they still might not change the policy. Now that I have contacted the company to let them know that i will send in the utility bill they are now reqesting that he has insurance with another company. Every time i turn around it is something different with the compnay that they need. By contract law when they accept my payment in full on 6/10/14  in the amount of $88  my account was paid up to date in full. And since i canceled my policy before the next due date of 7/20/14 i should not have a balance. And from the records of the company they added *** **** on 6/28/14 and i was told he would be removed on 6/29/14. I canceled my policy on 7/14/14 so there is now way i have a balance.

copy of email from copany

 

************ * **********************
7/30/14

To: ********************
 
*** ****, Thank you for your e-mail. At this time, we do stand by our original decision to rate ******* as a member of your household and/or regular vehicle operator based upon the statements you and

 

 
From: ************ * ********************** ***** *** ******* ***** ** *** ********************

*** ****,
Thank you for your e-mail. At this time, we do stand by our original decision to rate ******* as a member of your household and/or regular vehicle operator based upon the statements you and he made to our claims department during the claims process. We are currently preparing our response to your BBB complaint, but if you should have any additional documentation that you would like us to review for reconsideration you may send it to me. We would be looking for either a property lease agreement which was already in place, signed and notarized prior to the time of the loss or a utility bill (gas, electric or water) for the months leading, including and following the date of loss in the name of ******* ****. Additionally, we would like to see verification ******* has either a non-owned auto policy or a personal insurance policy. I cannot guarantee a change in our current position, but with additional documentation we can review the request to remove ******* again.
Sincerely,
******* **** ******* ** **** ********* ******** * *********** ************* ********* *** ** **** *** ****** *** ******** ** *****

v
Sincerely,

******* ****

Business Response:

A response was sent to ** ****, August 11, 2014 from Travelers Spokane WA Business Center as follows:

Thank you for your recent additional inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

*** ****, we understand your position, however, at this time we do stand by our original response regarding the additional needed documentation and cancellation of the policy.

We would be happy to review our decision again if you have additional documentation to submit. You may submit either a property lease agreement which was already in place, signed and notarized prior to the time of the loss or a utility bill for the months leading, including and following the date of loss in the name of ******* ****. Additionally, we would like to see verification ******* has either a non-owned auto policy or a personal automobile insurance policy.

While I understand and empathize with your disappointment with our current procedures, I cannot alter your policy at this time. Please feel free to contact me by mail or telephone using the information above."

Consumer Response:  
Complaint: ********

I am rejecting this response because: as stated before the company has still refuse to remove *** **** off my policy even after I have offered to supply the docutments that they have request and after *** **** has explained to them that he does not live with me.  And *** **** has made it very clear to them that he has never stated that he lives with me. The company was paid my balance in full on 6/10/14 in teh amount of $88  and my policy was canceled before it came due again. According to the company they added *** **** on 6/29/14 even after i provided them with the docutments. I canceld my policy on 7/14/14 before my plicy came due on 7/20 so i do not owe the company any money. They can not tell me that 14 days of coverage for *** **** is worth $465. That does not make any sense and again my policy was cancled before and i told them to cancel the policy if they did not remove him .

Sincerely,

******* ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a home insurance claim with Travelers regarding wind damage and a leak sustained during the storm of October 2012. I did not know I had a roof damage until my chimney contractor I hired brought it to my attention on May 17. After that, I had three roofing contractor who all indicated that there was wind damage and hail damage. *** ******** ** ******* *** ***** ****** *******. After the insurance representatives, ******** ********* and her supervisor **** ****** came to inspect the roof On June 16, 2014, my contractor, ** *******, showed them several areas in my roof that had wind damage. They conceded that I have damages but declined my claim because I could not prove to them that the damages happened on that day. They cannot prove that the damages did not happen on that day. I have been insured by Travelers since I bought my house in October 2008 and then I switched to a different insurance carrier on Feb 2013. The house was inspected by the bank as well as the inspector I hired. There was no damage whatsoever. I told ******** ********* that I found one shingle and debris on my yard following the storm of October 2012 right before Halloween. I remembered this so vividly because it was so windy that I had to fill two city garbage pails with water and tied them to the swing set that was not anchored on the ground. I also told her that I contacted my agent regarding the leak who advised me that it was not worth claiming it because of my higher deductible. I did not think much of the shingle and the debris I found on the ground until the chimney contractor told me about the roof damages. I sent her the receipt for the chimney work because she wants to confirm my story. She even contacted the chimney guy to verify it. The claim handler was skeptical about why it took so long to file the claim. I explained to her that I don't get on my roof to look for damages. if it was not for the chimney contractor, I would have never found that out. Travelers are clearly acting in bad faith- violation

Desired Settlement: they have to replace my damaged roof

Business Response:

A response was sent to ** ********, July 25, 2014 from Travelers Hartford CT Claim Service Center as follows:

" Please accept this letter in response to your correspondence to the Better Business Bureau dated July 18, 2014.  I appreciate the opportunity to review this matter and explain the handling of this claim.

The above captioned loss was reported to The Travelers Home and Marine Company (hereinafter referred to as “Travelers”) on June 17, 2014.  This loss involved damage to a roof by a wind event.  The dwelling is located at * ***** ***** ********* ** *****.  Travelers has evaluated the claim under the Homeowners policy (Form HO-3 10/06 ed.) that we issued to you, our named insured.

In response to your request we have reviewed your inquiry.  The claim was called in on June 17, 2014 by a roofing contractor, **** ******* ** ****”.  During our initial contact with you on June 18, 2014, you stated that you had shingles “all over the yard”.  You stated you were having chimney repairs completed and the chimney person told you that he observed wind damage to the roof.  

We completed our on-site inspection on June 19, 2014.  You confirmed the details from the initial contact and added that the roof was original to the home built in 1999.  As part of our investigation we called the chimney repair person to inquire about what he observed he stressed that he is not a roofer but he thought there may be wind damage. 

As part of our claim investigation, we evaluate whether the date of loss falls within the policy period.  With respect to the policy period, Travelers issued a Homeowner’s policy you with effective dates of October 3, 2012 to October 3, 2013.  However, the policy was cancelled during that policy period; the cancellation notice on the policy was issued to the insured in October of 2012 and to the mortgagee in April of 2013.  The agent, ****** *** *******, confirmed that the policy was cancelled in April of 2013 and there was no record you ever contacting the agent regarding the loss while the policy was in force. 

With respect to the date of loss, the you have been unable to establish when the loss occurred.  Furthermore, it is impossible for Travelers to determine when this loss occurred due to the delay in reporting and the number of storms and other wind events that have happened from the claimed date of loss to the notice of loss.

As a result of our coverage findings, we conveyed to you that the delay in reporting does not allow us the ability to properly determine whether the damages occurred while the policy was in force.  Therefore our coverage position was conveyed to you on July 11, 2014 in writing and verbally.  We have responded to you on many levels regarding his concerns with applicable coverage. 

I hope that this helps clarify Travelers’ position with regard to this claim. "

Consumer Response:

 
Complaint: ********

I am rejecting this response because of some inaccuracies in Travelers answer.

When I contacted Travelers regarding the damages, I did not claim that I found shingles all over the yard. I told the claim handler that I found a shingle and debris after the storm.  Travelers admitted that the roof had damages.*** ******* sent them a wind report that show 76 mile per hour wind that happened on the reported date of loss.  That wind report was from a claim that Travelers settled with  his customers. They haven't made any attempts to prove that the damages did not happened while the policy was in force. I would like Travelers to prove to me that the damaged could have happened after the policy was cancelled so that I could pursue other avenues.

As far as the delay in reporting the claim. I would like to point out that this all came to light after my chimney contractor mentioned it to me on 5/17/14 while they were sealing my chimney. I don't go on the roof to look for damages. As a matter of fact, I have never been on a roof before. Travelers are clearly acting in bad faith which is a violation of the terms of the contract.  They ignored most of my calls and emails when I was trying to get update status on my claim.  All of a sudden, they denied my claim right after I emailed the claim handler's supervisor checking for updates, which I found it be very unprofessional. 

Sincerely,

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

Business Response:

A response was sent to *** ******** on August 5, 2014 from Travelers Hartford Claim Service Center as follows:

"We have reviewed our log notes and see that our response followed the documentation we have on file.

On June 17, 2014 your reported a claim to us for wind damage to your roof with the date of loss of October 29, 2012. This date of loss is 597 days from the date the notice was provided to us.  Your policy cancelled with us on April 13, 2013. You state that your chimney contractor discovered the damages and notified you on May 17, 2014. This discovery date was after your policy cancelled with us. Due to the late notice of claim to us we are unable to validate a specific date of loss for your claim. Producing a wind report from October 29, 2012 does not specifically indicate this is the date your loss occurred. There have been other wind events after the date of cancellation of your policy and prior to your chimney masons discovery date of May 17, 2014 which could have caused the damages.

Due to the late notice of the claimed date of loss of October 29, 2012 we have been prejudiced in our ability to complete accurate research to the specific date of loss. As the date of loss cannot be specifically identified your claim has been declined under the conditions of your contract that was active with us until April 13, 2013."

Consumer Response:

hi,

by law, I have two years to report the claim. The delay in reporting the claim is simply because I was not aware of the damages until  May 17, 2014.  I told Travelers that I found a shingle and debris following Sandy Storm of October 2012. I did not reported it back then because I did not think it came off my roof, I am not sure what other evidence they need from me to validate the claim. My roofing company gave the wind report that was actually generated by Travelers to settle a claim with one of his customers. The claim was also reported late, and was approved. II don't know why my claim was denied.I am asking Travelers to give some specifics on wind events that happened after my policy was cancelled on April 2013. Please just name one storm that could have  impacted the roof damages after April 2013. I appreciate it
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******** 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers has raised my cost replacement coverage based on a agent sitting in his car and reviewing my home. They refuse to work with me in lowering my coverage agent ***** with travelers was simply content on letting me go else were rather then working with me. Working in customer service for 5 years myself, i would never let a customer simply change company's as my duty to my company revolves on customers sales and saves.

Desired Settlement: I would like a manager in resolutions to call me and work with me on fixing this problem or i will have to go to another company.

Business Response:

A response was sent to *** **********, July 23, 2014 from Travelers ********* ** Business Center as follows:

"Thank you for contacting our Consumer Affairs Department through the Better Business Bureau. We appreciate you taking time to share your concerns and I am writing today to follow up on our phone conversation from today.

As we discussed, we have revised your replacement cost estimate to reflect the correct square footage and features of your home. Your new replacement cost is $223,547. Your new coverage for your home is $240,000. We will be sending a refund check in the amount of $31 that you will receive in 7 to 10 days.

Thank you for your time today as well as your business."

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2014 Billing/Collection Issues | Complaint Details Unavailable
8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started process for WorkersComp claim about three weeks ago June 16. Initially, and after first phone conversation, claim rep working my case said she would be happy to correspond by email since my cell service was insufficient for adequate communication; she sent a series of questions to which I promptly responded. Travelers then apparently has a change of policy and said that they would require a mandatory additional phone OR face-to-face interview. I have yet to receive additonal and final questions by email as promised by Traveler's and its agent ******** ********. Asked if Traveler's intent was to process my claim as soon as possible, their response was "under CA law we have 90 days to process claims." I have offered all resoureces and cooperation with Traveler's, offered to send my photos of hazardous work place at time of injury, etc. I believe by our documented conversations that Traveler's and its representative may be using delay tactics and evasively conspiring to deny my claim without due process and in good faith.

Desired Settlement: To finish claim process by email, fax, or face-to-face if applicable under Law and/or company policy. To be fairly compensated for this seemingly discriminatory and arbitrary process that seems by Traveler's own language to be intentionally delayed or frustrated without explanation of policy or Law which has caused myself and my family further stress beyond the physical injury and stress already endured, loss of assurance for my company's requirement to provide proper and timely comp under Law.

Business Response:

A response was sent to *** ****** on 7/11/2014 from Travelers ** **** ** Claim Center.

The response  explained that Travelers Claim understands *** ****** does not have reliable cell service and Travelers has offered alternatives to facilitate communication.  *** ******  expressed his willingness to meet with a Travelers representative and it is Travelers hopes to secure all information needed to complete it's investigation at that time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE have Travelers for our home woners insurance. We took a small 3 day trip and when we came home my wife had discovered a leak in our second bathroom, that wasn't there before we left for our vacation.We have a cleanwell maintane home, and she does clean and we would have noticed something if it had been going on.The insuranceis refuseing to pay the damage, it has been to date a fight.They send the agent over,he looked at it and said it looked like it was more than 14 days old and would not cover it.He also did not have a camera for pictures.We had to get our contractor to take the pictures and send them to him on his e mail because he could get them any other way.To me that puts up a red flag.they said they would cover the tear out of the the toilet and the sink and the ffloor to do a better inspection, then put all that back.Just they wouldn't pay for anything else.It has been since June 21st.We ahve not gotten any money for anything yet, our contractor does not work for free.We call 7/7/14 left measages no one call us back. This is not the service I have been paying for all these years.All we want it our bathroom fix,no more no less.They also told us that if it was older than 14 day that they would not cover it.We asked where in the policy that was written so we could look it up.They said it was on page 10,well in the copy they send us there was no page 10.We can provide a statement from our contractor and the plumeer who are experts in this feild as to the damage done. The insurance compay said if we want a enginner to look at it then we could pay for that also.

Desired Settlement: We would like them to take part of the money we have been paying them al these years,the money they have been making money off of.We just want the damages fixed in our bathroom.We are retired and do not feel it right that we should spend the rest of our years sitting at home waiting for something to go wrong so we can call it in within those 14 days.We sort of thought about enjoying our lives and our home.We need follow from them something,if they say they will call then call.

Business Response:

A response has been sent to *** ****** 7/15/2014 from Travelers Portland Oregon Claim Center as follows:

"Your dwelling was inspected on June 26, 2014 with your contractor *** *********.  Our inspection revealed that the floor was soft from exposure to water.  As part of our investigation we agreed to have ************ detach the toilet and pull up the vinyl floor"........he proceeded to do that the next day, photos were then submitted showing extensive water damage(s) to the subfloor, baseboard(s), lower wall(s) and floor covering(s).  "The photos showed evidence of shower, toilet leaks and rot damages. Based on the amount of damages found in this area this is not a recent leak but one that has been ongoing for an extended period of time.  It also appears that both the toilet and shower are leaking possibly due to faulty installation aas the bathroom was remodeled two years ago."    (the letter includes the policy language in section HO-3(11/06)

"Our investigation revealed that the damages you are claiming have occurred over an extended period of time and possibly due to faulty installation.  It also appears that there are two leaks.  The shower and toilet are both leaking.  As the above mentioned exclusion are applicable to the loss the damages do not qualify as a peril insured against.  Thus no policy beneifts are available under the Additional Coverage of Limited "Fungi", Other Microbes Or Rot Remediation.

Our records show we have advised you of the process and coverages on 6/24/14, 6/26/14, 6/30/14, 7/3/14 and 7/8/14.  While no benefits are available for your loss, we have issued payment for damages caused as part of our investigation.  A payment in the amount of $1,143.49 was issued to you on July 3, 2014.  A copy of the estimate has also been previously forwarded to you."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2014 Problems with Product/Service | Complaint Details Unavailable
7/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After I obtained insurance on a rental property I own, I recieved a letter stating I had lose shingles on my roof that needed to be repaired in 30days or they would cancel my insurance policy. They sent this to my PO box that I don't check regularly during a time when I was moving my primary residence. When I received this and called them letting them know it couldn't be done in time, but it would be done very soon, I asked them what to do. They said have the repairs done (which were not very specific in my notice at all) and then send before and after pictures and the invoice. I did all that within a few weeks and when I submitted my information they would not reinstate my insurance. I cannot believe the poor notice with lack of repair details, the unreasonable means and time frame of their communication, and the fact that I paid for all the work and then would not be given insurance. Something seems very wrong with this service and ethics.

Desired Settlement: I want my insurance reinstated with the original contract price immediately.

Business Response:

A response was sent to ********* June 26, 2014 from Travelers ******* ** Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

I would like to thank you for taking the time to speak with me today regarding your Rental Dwelling policy. I am pleased that we were able to review the account in question and provide you with a continuation of coverage beginning April 29, 2014. Additionally, please accept my most sincere apologies for your overall service experience with Travelers and ***** Insurance Agency.  We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for you."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contacted this insurance company 4 times since they have been our home owners, and each time they find a reason not to cover our claim. This time they need to pay for the repair. Back in May we had a leak in our bathroom, I caught the leak and called ***** ****** to repair. They came out the next day and fixed the leak. Later that day we noticed a bubble in the ceiling of our garage and the floor of the bathroom started to lift. so we called travelers insurance and ******* came out the next day. She stated that as long as the leak wasn't longer then 14 days there would be no problem. She took her pictures. A week later we were told they would not cover the damage because it look as though it was over 14 days. We fought, they then sent out a inspector who told us one thing but them another. When I received the report yesterday I went through the report and contacted the company. The manager there and I spoke for half an hour and went through all the info. He decided he would call Travelers and have them, his agent and myself talk to figure out what was to be done. Today **** ****** called my husband snapping out saying the case was closed they are not going to do anything. That he didn't care what the damage is or who happens to get injured in the process. I have 3 children under the age of 13, one working bathroom. We now have to take showers downstairs but cant use the toilet there. We cannot use our garage since there is now a hole in the ceiling. I am not very happy with this company. They need to repair the issue.

Desired Settlement: I want them to fix the problem. My bathroom needs to be repaired and it will cost all of 1000.00 to fix if not less. They need to be responsible to their clients and not just take the money they are paid to protect us. Sooner or later they are going to stop covering anything. What if the house caught on fire, are they going to decide not to cover the damage because the fire took place on a day they feel shouldn't be covered?

Business Response:

A response was sent to *** *******, 7/3/2014  from Travelers *********** ***** ****** as follows:

"We acknowledge receipt of the Better Business Bureau complaint submitted to The Travelers Home and Marine Insurance Company 
on June 27, 2014 regarding the above captioned claim. We will recap the pertinent facts of this matter below.
On May 11, 2014, you reported a claim for water damage to your property located at **** ******* **** *********** ** *****, 
at which time you indicated that the water damage was discovered on May 9, 2014. Thereafter, we contacted you on May 12 and inspected the property on May 13. Based on our inspection, we determined that the damage to the home was caused by water leaking from the plumbing pipes for an extended period of time and, on May 19, we communicated our coverage determination to you.  
You requested a reconsideration of our position because you did not agree with our coverage determination. As a result, 
Travelers sought the services of an independent engineer from ****** *** ********** to inspect the damages and to provide us with a written report of their findings. 
On May 21, the engineer, ***** *******, inspected the loss and supplied us with a written report on June 19. Per the report, 
it was *** ********* opinion that the damages to the home were caused by repeated exposure to moisture from plumbing piping, 
plumbing fittings and plumbing valves and not by a sudden escape of water from the plumbing system. After our review of the report, w
e contacted you to relay the engineer’s findings. In addition, we followed up with a written denial letter, which included a 
copy of the engineer’s report. Both documents are provided with this communication."

Consumer Response:

 
Complaint: ********

I am rejecting this response because: After I received the information from the Company that came out and read thru the information, I called that company and spoke to the manager. He and I walked thru the file and I pointed out a number of things to the manager, like: The vent sits under the towel rack which means it is going to get wet, The pictures of the pipe and the piece he claims was not removes is the wrong piece. The white pipe in the picture is what was removed. The picture of the garage ceiling clearly shows no hole in the first 3 pictures but in the 4th picture there is now a hole, which the agent broke. He also claims water damage from the toilet, that was there prior to us purchasing the house and had previously been repair by the prior owners as had all the other water damage. The agent also stated that the installation was "soaked" when he was here and his step ladder was wet from the water draining out. The agent also pointed out mold the hadn't been there when ****** had come out to inspect the damage. When the manager and I were finished speaking he stated," I will call Travelers and set up a phone conf. with my agent, the company and yourself." The very next day we received a call from Travelers saying they were not going to do the conf. call and didn't care what we could show the decision was final.

They have yet to fix a single thing that has happened from our side porch to the bathroom. I will not accept this response or any that is not them saying they will fix the damage. 

Sincerely,

**** *******

Business Response:

A response was sent to *** ******* on July 22, 2014 from Travelers ********** ** Claim Service Center as follows:

"This response is in regard to your most recent follow up with the Better Business Bureau.  We spoke to the engineer, ***** *******, 
when you contacted his office to dispute his report.  He stands by his findings and expert opinion in the matter.  He has advised us that he 
did obtain samples of the insulation at the time of his inspection and that is was not wet.  He has maintained the samples for future reference
 if needed and confirmed the facts surrounding his inspection are accurately captured in his report.  At this time we stand by our coverage 
determination based on our inspection and the inspection and findings of ****** *** **********.
Should you have any further questions or require
additional documentation, please do not hesitate to contact me."
Contact information was provided in the response letter.

Consumer Response:  
Complaint: ********

I am rejecting this response because: This letter has not been received by my self or my husband. I did receive a call from this man telling me it was over and he was not going to change his mind no matter what we do. The agent who was here as I said previously showed my husband and my self the wet installation when he removed it, as well as the step ladder he was on become wet. We also have the word from ****** saying the damage was obviously from the sink leaking and as there was no mold when she was here but it was less them 5 days later tells you this agent is lying. His boss also claimed he would call travelers and the agent to have a conference call which has not happened. Then we also have the call from **** claiming she doesn't trust the Agent who was here and that Travelers would no longer use them.  This company is lying to cover them selves while a family with young children cant use the one working bathroom in their house. This email also comes after Travelers sent a satisfaction survey to me. I have the proof of the leak and when it started and the phone calls. When we purchased this house Travelers was already the insurance company, they know the damage they are claiming happened has actually been repaired prior to 2006 when we purchased the home. They need to admit to wrong doing and take care of the problem. We were also told by an agent at travelers, another manager, that it would appear that ****, ****** and **** are all looking for reasons to deny all claims coming from us. We do not know why as we have been denied 3 times on 3 different claims. This needs to change and they NEED to be held responsible. We pay them to protect our home and family but they refuse to do that. If this isn't corrected I will hire an attorney to go after Travelers for damages and a full refund of all premiums paid over the last 8 years.

Sincerely,

**** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a Policy with Travelers through an Insurance Agency in ** on April 8, 2014. I paid the Down Payment and the payment for April/ May and June. At the end of May I received a cancellation notice and called Travelers and spoke with an underwriter that stated that they needed proof of previous insurance. I then faxed a declaration page from the previous insurance, then called and spoke with a underwriter that stated that he can see the document and it is what was needed and that it will take a few days to put in the system. He also stated that I should still make my monthly payment on time because the policy takes a while to reinstate. I made the payment and heard nothing more from them. Then on June 14,2014 I called and reported a claim of a hit and run, I received a claim # ******* and had given all the information needed by the claims agent. I then followed up 2 days later and the claims agent stated that it was not covered and the policy was canceled and to call my agency. When I contacted the agency they stated that I needed 6 months of previous coverage. I explained that I had just purchased the car in December 2013. Before that I was taking public transportation. There was no way I could have had 6 months previous insurance before the policy I opened with them. I then received a Check of $176.47 from Traveler's which I am guessing it is what is owed back from my June payment of $221.51. I just need them to stick to the agreement and have my car fixed so that I can get back and forth to work. I am now lefft with a vehicle in my driveway that needs repairs that I can not afford to do right now. I feel that It was bad judgement on Travelers part and The company that I work for has a large agreement with Travelers and I am going to post how I was treated by Travelers.Thank you,********* *****

Desired Settlement: I would like Travelers to have the car repaired. I had full coverage with them and for them to say that everything was OK and not notify me that more was needed was wrong.

Business Response:

A response was sent to *** *****, July 1, 2014 from Travelers ***** ***** ** Business Center as follows:

"Thank you for your correspondence of June 29, 2014 which has been forwarded to us from the Better Business Bureau for response.  We appreciate the opportunity to respond regarding the recent cancellation of your automobile policy.

We have reviewed our policy records and find this policy was originally issued by the agent effective April 8, 2014.  According to Travelers new business eligibility requirements, any operator who has owned a car that has been uninsured for more than 30 consecutive days, or who cannot show prior automobile liability in coverage in force for at least 6 consecutive months, is ineligible.

At the time of application, it was indicated to us that you had maintained continuous insurance for a period greater than or equal to 6 months but less than one year and that that you had been insured with your current carrier (at that time) for less than 6 months.  This met Travelers new business eligibility. However, we were not able to validate this information.  Therefore, on April 21, 2014, a letter was issued to your agent requesting proof of prior insurance.

When we did not receive a response to our request, a Notice of Cancellation was issued on May 29, 2014 informing you that your policy was being cancelled effective June 13, 2014 because we did not receive the necessary information to complete our underwriting process.  Specifically, we did not receive a copy of the declaration pages from your prior carrier showing 6 months of continuous insurance.

On May 30, 2014, our customer service representative informed you that your policy was being cancelled because we did not receive proof of prior insurance and requested that you fax in your prior declarations page for consideration of reinstatement.  On June 2, 2014, we received your fax and you were informed that it would be reviewed by an underwriter for possible reinstatement. 

On June 7, 2014, you contacted us to make a payment.  At that time, you were informed that your policy had not been reinstated and that the documentation you provided was still pending underwriting review.  In addition, we informed you that the underwriters are not available on weekends and that you should call back on Monday (June 9, 2014) for our decision. We were not contacted again until after the cancellation effective date.

It important to note that the information (declarations page) provided by you on June 2, 2014 was not accepted by the underwriter as proof of continuous insurance coverage because it did not confirm continuous insurance coverage for a full 6 months. The risk does not meet our eligibility guidelines and the reinstatement of the policy was declined. 

We regret that we are unable to reinstate the policy to provide coverage for the loss that occurred on June 14, 2014.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

 Again, I only owned the car since December 2013. I had not owned itfor 6 months. No time during that ownership had I gone without coverage for 30 days. I sent proof to the agency as well as the person that was handling the claim to forward it to the underwriter. When I spoke to the agent they failed to state that I should call back. That was not the case, had it been so, I would have. I have proof of the coverage for the time I initially purchased to the time I had Travelers Insurance. They only asked for the previous carrier before then. Also, the agency never contacted me regarding anything needed in April.
Sincerely,

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

Business Response: Travelers position has not changed since the 7/1/2014 response to *** *****.

Consumer Response:

Complaint: ********

I am rejecting this response because:

 I honestly think that the company is truly being unfair. The day of the incident the Police officer checked in the system to make sure that the insurace was valid. He checked and said that it was. Had it not been, a ticket would have been issued. I feel that the Company is placing blame on the agent and not accepting anything other than they told the agency in April, therefore they are cleared. I knew nothing until I received the notice in the mail of cancellation from Travelers. This same day, I called to rectify the situation. I am tired of trying. I will never recommend Travelers to anyone in my company and will post my experience on our Employee website, so that this does not happen to anyone else.

Sincerely,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April of 2014, I contacted Travelers to have my ex-wife removed from my homeowners insurance, which was required by the Title Co. for the Assumption process that was occurring per the divorce decree. Travelers contacted my ex-wife who declined to have her name removed even though she has had nothing to do with the property for over a year. So the agent advised that she could create a new policy and move all my information and money over to the new policy minus my ex-wife's info and cancel the current policy. I was advised that there would be no lapse in service just a new policy number. The following month, I find out that my new policy has no funding and that they had mailed the money from the original policy to my ex-wife. When I called Travelers they refused to discuss this issue with me due to the fact that my name was no longer on the original policy. Due to the assumption process I was going through with my mortgage co., I had to get the policy paid in full for a year. So I paid over the phone $719.00. A week later I receive an email that my mortgage co. has also paid the $719.00 from my escrow. I called Travelers who told me that they have only received a single payment, and give me the run around. While this is all going on, I am also receiving late notices from Travelers and letters from my mortgage co. advising that they will have to get additional insurance. I requested a supervisor. This supervisor is the first person to admit the original mistake of sending the money to my ex-wife. He also locates the double payment of $719.00, but notifies me that Travelers has again sent the extra money to my ex-wife and they wanted to contact her to fix the issue rather than just canceling the check and issuing me a new check. I have verified that my mortgage co. had the correct insurance policy number, which they did. I have been given the runaround by Travelers for the last two months and they still keep sending my money off to a person that has no connection to the account.

Desired Settlement: Better Quality Control. I have lost all faith in Travelers ability to be responsible to their customers and with their customers' money. This has caused me unneeded stress and wasted time. Fortunately for Travelers my ex-wife returned the first money that was sent to her, now I am waiting on the additional $719.00.

Business Response: A response was sent to *** ****** on 6/6/2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

As we discussed on the telephone on June 5, 2014, we will processing a stop payment on the refund check that was sent in error to your wife and will be reissuing the check to you and will be sending it overnight via *****. I appreciate your time and understanding while we resolved the unfortunate matter. Please accept our sincere apology for the service that was offered to you.

Again, we appreciate you taking time to share your concerns."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I obtained renters insurance through Travelers Insurance Company on October,2013. I had the understanding that payments would be deducted from my checking account monthly in the amount of $ 16.00. On May 17,2014 I received a collections notice from Credit Collections Services in the amount of $39.30. I paid the balance over the phone immediately. I called Travelers Insurance Company to inquire about the collections activity. I was told by a representative that I had insufficient funds and I was sent to collections for non payment,and my policy had been cancelled February 25, 2014. I never received one statement from this company in regards to insufficient funds or a delinquent account.I never received a phone call to obtain the balance owed.I am highly upset because the collections activity has been reported on my credit report. Travelers Insurance Company failed to notify me of a balance owed. I received the collections letter at my mothers address and not my physical address, so I am very confused.I never had any account go to collections. If I would have known that there was a balance owed I would have been more than willing to pay. I tried to call Travelers Insurance recently to make sure my account was closed but I was just left on hold for 20 minutes with out a response.Travelers Insurance Company should have notified myself by phone call or mail before any negative reporting was made to the credit agencies.

Desired Settlement: I want a letter that states my policy is canceled with Travelers Insurance Company and any derogatory information removed from all three credit bureaus.

Business Response:

A response was sent to Ms Ragland on 6/4/2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your inquiry.

First, please accept my apologies for your overall service experience with Travelers. We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for you. 

I have also reviewed the billing portion of your account thoroughly; here is a brief explanation:

·         At the close of the policy issuance on October 24, 2013 a down payment was taken by the sales agent in the amount of $34.17 for the tenant policy

·         On November 04, 2013 an Important Billing Notice was mailed to you via USPS advising in your participation with our Electronic Funds Transfer payment plan. Additionally, the notice indicated the next deduction would be made on November 25, 2013 for $16.53

·         On November 25, 2013 your billing account was credited for the payment of $16.53

·         On December 02, 2013 we mailed an Important Request for Additional Information letter asking for you to complete, sign and return the billing authorization form.

·         On December 18, 2013 the billing plan for your account was changed to our Direct Billing plan through the mail as we did not receive your signed authorization to continue with the electronic deductions.

·         On January 06, 2014 a bill was mailed to you via USPS for the amount of $22.25

·         On February 05, 2014 a Notice of Cancellation for Non-Payment of Premium was mailed to you via USPS for the amount of $54.50

·         Effective February 25, 2014 the policy was canceled due to Non-Payment of Premium.

·         On March 11, 2014 a closing balance bill was mailed to you via USPS for the amount of $39.30

·         On April 07, 2014 a second closing balance bill was mailed to you via USPS for the amount of $39.30

·         On May 05, 2014 the account was referred to our collection partners for future handling.

*** ******** as you’ll see from the summary above we did attempt several times to contact you via mail regarding your tenant policy balance. All correspondence was mailed to the last known address of **** ***** *** *** ** ****** ***** *** ****1. According to our records this address was confirmed with you during your contact with Travelers on May 19, 2014 as a valid address for your mailing. Our records do not indicate at any other time did you notify us that we should update your address to any other location.

We apologize for the inconvenience this situation may have caused, but the amount due of $39.30 is for coverage provided from October 25, 2013 to February 25, 2014. "

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: False and fraudulent insurance claims , Identity theftOn 02/04/2014I had received from Travelers insurance subrogation ***** *** ** *** **** *, dated 12/16/2013. No description of accident, with request to pay them $ 5518.57. I did send fax and e-mail to ******* * ****** ** *** (fax ###-###-#### , email: ****** ************** and have not received any respond. I'm Commercial Truck driver and sometimes accident is happening with us . I explained to **** ******* * ***** that I do not know your client ******* ***********". Please see pmy e-mail and same time I send the fax too.""reference to clime #*** ** ******* NSunday, February 9, 2014 10:18 PM Mark as Unread Flag this messageFrom: "***** ********** *************************** ********************* JPIVA@travelers.comFull Headers Printable ViewDear ******** * ****Reference to your letter received on 02/08/14.First of all I do not have any idea about the clime **** ** ******* * Secondary who is ****** *********** ? Did I committed any crime ? I never met that person in my life.What kind of investigation? I'm not aware about. What you mean our investigation reveals? Did you ever ask me any questions? Did you ever send me any note? Should be correct if I mention that my investigation reveals that your client is serving to convey false statement against me. Do I know him? In order to ensure proper processing please remit the amount to following address, your letter stated. Why ? Do I look foolish ?What is it, some scam ? The letter I received missing detail description. Probably someone give you wrong information about me. I'm sorry to repeating myself but I do not know your client."" and so on...At this time I received claim from FCI( Financial Claims INC) . I spoke with agent name Sam and he told me that I was involve in some kind of accident on 12/16/2013 in Brooklyn, NY. Once again I denied accident and claim itself. I was driving truck in Illinois at that time. Easy to check.

Desired Settlement: Insurance company has department which is responsible for investigation. Insurance must investigate this clime . I'm ready to cooperate with them. I do have all the proofs that I was on the road at that day. Anyone can contact my employer, I have log book , I have bank statements . On 12/18/2013 I had truck accident in ******* *L, was coming from **** , so it is impossible for me to be at same time in ********* *** I had few surgeries at the hospital in ******* ** and still under the treatment. I thought this clime is scam , but then I received from *** ********** ****** **** and I realize that someone stole my identity. Travelers Insurance client Leonid *********** deserves strong punishment . I'm requesting reimbursement 10 000$ for mental stress/depression, identity theft , fraudulent insurance claims and all the inconveniences cause by Travelers Commercial Insurance Company and liar client ****** *********** *

Business Response:

A r*spons* was s*nt to ***** ********* on 6/3/2014 from Trav*l*rs M*lvill* Claim C*nt*r, outlining th* fact that th* polic* r*port includ*d his nam* and v*hicl* information, so Trav*l*rs b*li*v*d h* was involv*d in th* loss of 12/16/2013.  Trav*l*rs att*mpt*d contact by phon* and mail to obtain a v*rbal stat*m*nt.  sinc* no r*ply was r*c*iv*d from ***** ********** Trav*l*rs coll*ctions v*ndor was r*tain*d to assist in th* r*cov*ry of paym*nts mad* on b*half of our insur*d.  during th* r*cov*ry proc*ss, Trav*l*rs r*c*iv*d additional information from ***** ********* confirming h* was not involv*d, and th* coll*ctions r*qu*st was clos*d, and a closing l*tt*r was s*nt to ***** *********.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The travelers company had incorrectly filled comprehensive claim of $2483 on my name for the car which I have never owned and for the policy which i was never on. Its definitely a mistake from travels insurance. Because this incorrect claim, my insurance rates are higher than the normal rate and i could not figure out how much its higher from the current insurance company.I came to know about this incorrect claim on my name only this year after getting the CLUE report from Lexis and Nexis company. I had contacted travelers several times, no proper response from them for long time.Details:incorrect claim details (from CLUE report on my name from Lexis Nexis) :==========================CLUE File # *********0012464claim # ******************claim amount : $ 2483Date : 05/11/11VIN * ***************** * Toyota corolla CE ( I have never owned this car)Address : **** ****** **** ***** *** * ********* ***** ** (I have never stayed in this address)

Desired Settlement: I am already at loss paying higher insurance premium because of this incorrect information on my file. Travelers either has to compensate my loss or they have to pay me the amount $ 2483 that's on file for the financial loss and remove my name from the incorrect claim.

Business Response:

A response was sent June 11, 2014 to Mr. Ramasay from Travelers Spokane WA Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your inquiry.

I have reviewed our policy records and find that a comprehensive loss occurred on May 11, 2011 under policy number 98*********11 when that insured vehicle was damaged due to a hail storm while parked. Travelers paid out $2483.00 under comprehensive coverage. 

My review shows the coding of the Policyholder and Vehicle Operator portion of the claim report was inadvertently coded as belonging to you, ******* ********, instead of the correct Policyholder ********* ********. Our records indicate that you were the only driver on the policy but the vehicle was owned by ********* ********; as the loss was related to the comprehensive coverage on the policy the claim will remain with the vehicle owner.

After further review, the claim was correctly noted in our system and the CLUE report will be updated accordingly. The loss, regardless of our coding error, had no impact on  premium that you paid on your Travelers policy as the claim did not transfer from ********* ********’s policy to your policy under number ********* *** **

As you noted in your inquiry you felt that your current insurance carrier was using this incorrect information to increase the cost of your current policy. I have enclosed for your records a letter from Travelers detailing the correct claims on your record so that they may update the information used to rate your policy.

Mr* ********* I do apologize for any inconvenience or distress this situation has caused you. We appreciate that you have reached out to us with your concernsv

Business Response:

A response has been sent to Mr* ********, June 24, 2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent additional inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

First, please accept my apologies for your overall service experience with Travelers.  We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for you. As to your inquiry regarding recoupment of overpayment due to the incorrect claim; we would encourage you to contact your current and prior carriers to advise them of the correction. Included with our original response was a letter of correction showing we have removed that claim from your history; your prior carriers should update their policy claim records as well.

Regarding the information you received from the Comprehensive Loss Underwriting Exchange (C.L.U.E.) report; this report is provided by LexisNexis which is a clearinghouse for claims and is not maintained nor distributed by Travelers. As the claim on the report was incorrect you were provided with the additional policy information by CLUE; as the report has been correct you would no longer have access to this information.

*** ********, I do apologize for any inconvenience or distress this situation has caused you. We appreciate that you have reached out to us with your concerns."

Consumer Response:  
Complaint: 10082494

I am rejecting this response because: contacting the current insurance company and correcting this would only cut the future charges. But it does not reduce the charges thats incurred in the past. Hence the response is not relevant.

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Travelers ************ Program. I called into travelers and consultant reviewed service options with me. i wanted the ************ service. she stated that it was simple to set up and item was sent to me. i got item and plugged into the care. i got a letter a month later stating that item needed to be set up or i would not get discounts of program. i called **********e customer support and travelers insurance, no one could help me activate plug. i do not have access to internet to set up. so i was told i would not be able to get program. i called a family member to help me set up service and he was NOT able to set up on his internet, as he could not find the activation link. i eventually got to a computer and i was not able to find link to activate set up. i had to call from library, which you can not do, and multiple steps had to be done to activate program. this set was a total inconven. to me and everyone clearly would not have access to this program.....

Desired Settlement: company needs to be sure to tell callers that they will need to activate system by website,if i had i known i would not have asked for service. Seniors and non computer persons/ without internet should be able to get service, just like everybody else. it was hassle to find a computer,call consultant to get help, and THERE WERE TOO many steps to take to FIND activation log- in! THIS PROCESS NEEDS WORK! I HOPE SERVICE IS BETTER, BECAUSE REG. SUCKS!

Business Response:

A response was sent to Ms Kee on May 22, 2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

First, please accept my apologies for your overall service experience with Travelers and ***** Insurance Agency.  We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for you. I appreciate you sharing your experience with me regarding the registration and installation of the Intellidrive® program as we can use the information to improve our operations, which in turn, can improve our customer interactions."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took out a policy with this company in January 2014. Taking this policy with the understanding with a monthly payment of $72.77.As of April 2014 my policy changed to $103.63, which if I had known this was going to happen I would not have taken out the policy.Unfair business transaction is what I call it. I want refunded for the difference.

Desired Settlement: A refund would be the only settlement I would agree on.

Business Response:

A response was sent to *********** June 13, 2014 from Travelers ********* ** Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

In reviewing your account, I see that your home policy became effective with Travelers through the ***** Insurance Agency on January 17, 2014 with a dwelling limit of $149,000.  Per an exterior inspection that was conducted the information returned found a replacement cost of $189,568. Effective February 24, 2014 we raised the coverage A on your policy to $190,000 as we require insuring to replacement cost. I see that you have spoken with our representatives at the ***** Agency. In light of this information, we feel it is necessary to perform an additional review on your inspection and the documents you submitted to us. Once complete I will be contacting you to let you know the findings of our review. Please expect our findings to be delivered to you within 10 business days from the date listed at the top of this letter."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 1, 2014, I was issued a homeowner's policy from Traveler's Home and Marine Insurance Company through my insurance agen** *** ********* ******************* Insurance. Upon issuance of the policy, Traveler's debited my checking account $173.36 as the initial payment. Subsequently, on April 21, 2014, Traveler's again debited my checking account $49.50 for an unknown reason.On April 23, 2014, I received a letter from Traveler's stating there were some maintenance items/conditions that had been identified that needed repairing.After submitting the requested proof/photos showing the identified maintenance issues had been addressed, I received a phone call and email from my insurance agent, NSL Financial/Nationwide, that the repairs were unsatisfactory and that my insurance coverage was canceled effective June 3, 2014.

Desired Settlement: I am hereby requesting a full refund in the amount of $252.14. Traveler's should have first inspected my home to determine if they could/would provide insurance coverage before they took money from me. Yet Traveler's took my money only to notify me weeks later that I must make several exorbitant repairs that they knew I would not be able to make in such a short time so they could justify stealing my money and cancelling my policy. I feel I was illegally lured into theft.

Business Response:

A response was sent to *** ****** May 20, 2014 from Travelers Spokane WA Business Center as follows:

" Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

When the policy was issued on March 28, 2014 effective March 27, 2014 a down payment in the amount of $173.36 was debited using the bank account information provided. An important billing notice was mailed to you on April 11, 2014 indicating that your deductions will be made on the 27th of every month. The payment taken on April 28, 2014 for $79.78 was for your homeowners insurance. The payment in question on April 21, 2014 for $48.50 was a regular monthly deduction for your Automobile policy.

Regarding the inspection, when a policy is issued we routinely inspect the homes to confirm the dwelling features and to make certain that the policy limits are sufficient to protect the home in the event of a total loss.  The report we received from the company that inspected your home indicated there were conditions of concern which you have addressed in your letter to us. 

A request for proof of repairs was sent to you on April 23, 2014.  Our Georgia Homeowners eligibility rules stipulate that a dwelling that includes unrepaired or hazardous conditions does not qualify for our homeowner program.  Therefore, as indicated in our letter, a Notice of Cancellation was issued to you advising that this coverage will end effective June 03, 2014.  

I would encourage you to provide proof of repairs as soon as possible, if that has not already been completed.  When the documentation has been received we will review the current status with underwriting to determine eligibility to continue coverage for your home.

Lastly, you requested in your letter that you receive a full refund of all premium paid to Travelers; unfortunately we are unable to meet your request as the premium paid to date is for coverage provided on your property beginning March 27, 2014 up to the cancellation date of June 03, 2014. A partial refund of the paid premium in the amount of $43.14 is scheduled to be returned to you; you should receive the funds within 7-10 business days.

*** *****, I understand you may not be satisfied with this situation; but I hope that this communication provides an adequate explanation for our underwriting action. 

Business Response:

A response was sent to Ms Dumas, June 19, 2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent additional inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

First, please accept my apologies for your overall service experience with Travelers.  We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for you.  In re-reviewing your account closely, I can confirm that at the time your policy was issued by the NSL Financial Group on March 28, 2014 the policy did indicate that an inspection was to be ordered. Additionally, the welcome packet we mailed to you dated March 31, 2014 also indicated an inspector from an independent company may visit the property to inspect and report on its condition.

  *** ******I understand and respect your opinion that you feel Travelers should inspect properties prior to accepting the insurance. At this time we do stand by our original response regarding the inspection and cancellation of the policy. I will forward your suggestion regarding the inspection process and concerns to the appropriate department for review. I apologize for any inconvenience or hardship this process has caused you."

Consumer Response:  
Complaint: 10054721

I am rejecting this response because: You should really change your business practices in regards to inspecting properties BEFORE you claim you will insure them!!!!

Sincerely,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers just took out a payment automatically from my banking account on May 12,2014.We canceled the insurance on 05/15/2014. There should be a refund of the days he has not used on the policy, but when we called and talked to Bridgette she said there was no refund, then I calll back and talk to another woman and she said we would get back a $27.00 refund. We disagree with this. Pleas look into this for us. This can not be right.We only used from 05/12/2014 to 05/15/2014,three days of coverage there should be more of a refund. Thank You for helping us consumers.

Desired Settlement: We would like the remainder of our policies unused refund returned to us.Dallas & Karen Rose

Business Response:

A response was sent to Ms. Rose on May 23, 2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

As I discussed on the telephone with Mrs. Rose on May 23, 2014, your policy with Travelers started on March 12, 2010 with a 6 month policy term with a premium of $1079.95. You made a down payment of $179.82, 1/6 of the total premium, when you purchased the policy and enrolled in our recurring credit card monthly payment program with a due date of the 12th of every month. Before we could draft our first payment from the credit card, our records indicate you enrolled in our automatic payment plan online using a checking account and changing your due date to the 8th of every month. Our billing system defaults to the number of automatic payments possible using the due date in relation to the effective date. Since your policy would have it’s first renewal on September 12, 2010, the 8th of each month would occur 6 times before you renewal with your first automatic payment starting on April 8, 2010 and the 6th happening on September 9th. The first payment of your September 12, 2010 renewal occurred on October 8, 2010. I have included a billing breakdown of your first 6 months of billing.

I have reviewed the 2 calls in which you spoke with our representatives and apologize for the misinformation provided. The last deduction that was drafted on May 8, 2014 is correct as your billing has been paying a month in arrears since policy inception. Upon my review I have found there are 2 days of additional earned premium totaling $48.19. With the intention of good faith, I will be waiving the $48.19 due and your balance is on your cancelled policy is now $0.

I am sorry to see you are no longer insured with Travelers and again, we appreciate you taking time to share your concerns."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2014 Problems with Product/Service | Complaint Details Unavailable
6/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently received a letter and form from Travelers Insurance Agency stating that I needed to sign a "Consent To Rate Application" form which will increase my home owners insurance by $276.00 dollars and that I have 10 days to sign and return this form or my home owners insurance will not be renewed for the upcoming year. This increase will be 37.9 % higher than the recommended rate as ascribed by the "North Carolina Rate Bureau". The policy is paid up until 8-2-14.I can fax the cover letter and form to you if need be...Thank you for your assistance.

Desired Settlement: Further clairification and justification for such a significant rate increase at this time.

Business Response:

A resonse was sent to Mr Locklear on May 20, 2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

Our annual rate adjustments are filed with the state of North Carolina after extensive actuarial review and are based on analysis of a large number of risk characteristics and their relationship to our existing loss activity.   Travelers is committed to establishing premium rates that are sufficient to cover losses, yet affordable to our policyholders and competitive in the marketplace

The policy premium is an individualized rate based on the specific risk characteristics. Many factors are used to determine the final premium including, but not limited to, age of home, location of property, account credit and coverage limits. Any combination of these factors can cause the rate to go above the North Carolina Bureau rate causing the policy to become applicable for Consent to Rate.

Travelers is unable to provide a policy at the Bureau rate based on the information provided to us. We provide the best possible rate based on the characteristics of the policy. The Bureau does not sell policies; they only set forth the rates. There are several things that can be done to improve pricing; however, it may or may not remove the policy from Consent to Rate. Account rounding and / or increasing deductibles can lower the overall policy premium.

I regret that you are dissatisfied with the premium charged for your renewal with Travelers.  While I understand and empathize with your disappointment, please know that your premium has been calculated based on our filed rules and rates in the state of North Carolina which apply to all policyholders.

We do appreciate your business Mr. Locklear and for being a customer since 2007.  We hope that you continue to allow us to provide your insurance needs. Feel free to contact me if you have any additional questions."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 7, 2014, a water main broke. Our entire basement was flooded with raw sewage. Initially, ****** ****, an insurance adjuster for Travelers, instructed us to get our own contractor. ** **** is no longer handling our case. Now ***** ***** was assigned to our case. ** ***** has refused to honor payment for the contractor and us. I had told her that I would retain an attorney, but did not. ** ***** was also informed that I did not get an attorney, and refused to discuss the matter with me. I have also left her a voice mail and by fax. Still no response from her.

Desired Settlement: The desired settlement would be $45,000.00 to cover the lost contents and as well to pay the contractor.

Business Response:

A response was sent to Mr. Reed on May 21, 2014 from Travelers Overland Park KS Claim Center as follows:

"Please allow this letter as our response regarding a complaint you filed with the Better Business Bureau.  I have completed a review of your claim and understand that you are not satisfied with the offer of settlement proposed by Travelers Property Casualty Company of America (“Travelers”) to resolve your claim to conclusion.    

Your claim was reported to us on February 07, 2014.  ****** *. spoke with you on 02/07/2014 after she received the assignment of this claim.  Your claim was subsequently reassigned to Abbie H. 

You and I discussed your claim on May 19, 2014 as you were unsatisfied with the offer to resolve your claim that you received from Travelers.  In our conversation you indicated that you retained the services of a contractor and signed a contract with them.  You indicated that your expectation was that we would pay your claim from the estimate prepared by your contractor.  I indicated that it appeared from the claim notes that your contractor wrote to repair or replace items that were not of like kind and quality of the items that needed repair or replacement as part of your home.  We discussed that we owe for like kind and quality of materials and we do not owe to provide upgraded materials for your home.  At that time, I suggested to you that you provide a copy of the estimate prepared by your contractor and that we would have the estimate reviewed and move the discussion from there.  We do have a copy of the estimate prepared by your contractor. 

You also indicated in our conversation that you believed that your Wurlitzer jukebox was electrically damaged and now your jukebox has a short in it.  You also expressed concerns about the value of the leather couch. 

I suggested that you address your concerns with the evaluation and that if possible to please provide documentation to support your position on the value of the repairs as well as the jukebox and couch.  It appears that you and *** ***** are actively engaged in moving your claim forward. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/16/2014 Problems with Product/Service | Complaint Details Unavailable
6/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2011 we insured our company "Mnsco, Inc" via a broker, for two policies with Travelers. In 2012 we canceled the policy since our company was no longer in need of this policy. Although we informed our agent to cancel the policy, he forgot to do so, resulting in a bill to us for a renewal of our policy. It was at that time which we went directly to Travelers in order to cancel the policy; we were told that it had to be canceled by our agent and that we couldnt cancel without our agent! And so we went in circles until finally, someone at Travelers by the name of Darrell Godwin who confirmed via email numerous times that our account was closed and a zero balance was due to Travelers. He also sent us a refund for the premium which was debited from our account. It is now June 2014, nearly 2 years later and we received a threatening collections notice from Travelers stating that our account is delinquent by $11 and if not paid by 6/15/14 they may put us into collections.We have ZERO DEBTS, we pay all of our bills and are law abiding citizens. This has now become harassment, extortion and potentially can be considered billing fraud. This deceptive and misleading practice which is utilized by Travlers must end. We have no choice but to once again contact our state attorney *** ****** and escalate this to someone who can make a difference. In addition, we are going to file a suit seeking punitive damages.Travelers Insurance billing is a scam, they will try to strong-arm you into paying bills which you rightfully don't owe, even after they have provided written proof and agreement that your account was/is in good standing and CLOSED.I really didn't want to go this route, but I was left no other option at this point.

Desired Settlement: Punitive damages for time lost due to the negligence of travelers. My wife and I will send a bill along with our claim for our hourly billing rate which we receive compensation in our careers, multiplied by the amount of hours consumed/wasted by this fraudulent billing scheme. So far, a 48 minute call with Travelers, two emails, and now a state filing as well as BBB filing for the second time since 2012.

Business Response:

Travelers previously received a complaint from Mr. Sklar, Travelers position has not changed, therefore, no response is necessary to Mr. Sklar at this time.

 

Consumer Response: Correct, Travelers did receive a complaint two years ago.  They failed to honor their commitment in eliminating the account balance and forced me to contact upper management who now assures me that there is a zero balance.

Only time will tell if they actually keep their word this time.

Complaint: 10072799

I am rejecting this response because:

Sincerely,

Marshall Sklar

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/10/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I called debating the validity of the engineering report and the experience of the EIT. Along with the fat he turned in a faulty report, that didn't even look at the door that was messed up and didn't mention that the area the house was lower, shouldn't move due to all the piers that were in place (while avoiding good pictures in the area as well). I was told that it wasn't about that, it was that the flow test showed that there was no loss in water through my hole and it was probably just a small hole in the top of the line somewhere. I said the but the plumber told me that test can be wrong due to the static test that was just preformed minutes ago. At this point I was talking to Mr. Brooks boss ***** **** he "had never heard of anything like this" but agreed to send the plumber back out to prove me wrong/make me happy. Well neither happened. The plumber found that I was losing about 2% of all the water going down the drain in my kitchen (which happens to be the area my homes foundation is failing to be stable and has a lower elevation than the rest of the home)I waited for them to call me up and say oh we are so sorry we will get this fixed ASAP! WRONG AGAIN!!! Denied again. This time I called to ask why it was denied. Completely different story. This time it was all about the engineering report didn't show there was enough movement to prove damage to the foundation. We had already discussed the faulty Engineering report provided by **** ***** *** ******** ******** ******** * ************ *********** ******** ****** came back to my home to talk to me and told me again that it was hole in the "top" of my pipe that didn't leak during regular use which is a absolute bold-faced lie since the second flow test proved this to false (its kinda why the test was invented)To wrap up Scott Brooks Lied to my face multiple times. Mislead and redirected my claim to cover a bathroom that would payout a fraction of the settlement cost to travelers compared to tearing up my kitchen to repair the actual problem in my home. He was backed up by ***** ****, who claimed to know nothing of how a flow test worked or even what an EIT means. I feel this is a criminal act and plan on fighting it every way possible. I suppose its time to take off from work and pay my own engineers and lawyers all why i should be focusing on my Wife and my two small baby girls.This is the worst experience I have ever had with a service I have paid for year after year after year...

Desired Settlement: i did not have the room to finish my complaint can i i email youI would like my claim to be accepted and my plumbing fixed.

Business Response:

Based on the fact Travelers is in receipt of a Texas DOI complaint from Mr. Maxwell, a response was sent 4/16/2014 as follows:

"The Travelers Home and Marine Insurance Company has reviewed your concerns in regards to claim *******.  We have spoken over the phone on May 8th 2014 regarding those concerns.  As part of the resolution we have opened up a new claim, ******** which is assigned to a new adjuster **** Trevino.  You previously had specific concerns over a possible plumbing leak and issues with the foundation.  **** is currently working with you to identify third party experts to fully investigate these claimed damages and to provide a second opinion.  The investigation is currently underway.  "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My roof was inspected by a local roofing company. We sustained Hail damage. We contacted Travelers and filed a claim. They sent ***** ***** to come and inspect our roof. He spent less than 15 minutes and came down and said it would not be covered. Travlers covered my neighbors house and they sustained the same damage. The other inspectors coming and checking roofs all spent at least 45 minutes. I told ***** I was not happy with this response and please give me his supervisor. I spoke with his supervisor, ***** ********* who said the roof is old and the roofer is just looking to make business. I told him I would file a complaint. He said to go ahead and do it. It won't matter who I report it to, it won't effect Travelers. I asked for an independent adjustor - they said we could pay for who we want but they won't cover the roof. I called his manager - **** ***** - and basically got the same response. I want to know why Travelers replaced my neighbors roof but not mine. This is not fair and equitable and our treatment by them was appalling. At least 8 other houses have had their roofs covered by their insurance companies. As stated, Travlers covered my neighbors roof, but not mine.......

Desired Settlement: I would like Travelers to replace my roof which sustained hail damage and that is covered under my policy.

Business Response:

A response was sent to *** ****** on April 29, 2014 from Travelers Hartford CT Claim Center as follows:

"Please accept this letter as our response to your correspondence sent to the Better Business Bureau in Hartford, Connecticut on April 29, 2014.  I appreciate the opportunity to review this matter and explain the handling of this claim.

The above captioned loss was reported to The Standard Fire Insurance Company, hereinafter referred to as “Travelers,” on April 14, 2014 with a Date of Loss of June 23, 2013.  This loss involved reported storm damage to the roof of the dwelling located at 41 Laurie Pl Waterbury, CT. The insured has a Homeowners Special Form HO-3 (06/91 ed.).

We conducted an inspection with *** ****** and his contractor ***** *** ********.  Also in attendance was ******* ******* ***********.  We completed a roof inspection including the concerns addressed by the contractor.  As part of our investigation we inspected all of the soft metals that are around and attached to the house.  The reason for this inclusion into the investigation is that these materials will exhibit hail damage that an asphalt shingle may not demonstrate.  The complete investigation indicated that there was no direct physical loss from the storm event loss date claimed by you.  The damage that was presented was indicative of wear and tear and not of a single fortuitous loss.  We explained the coverage decision to you on site during the inspection.  We subsequently sent you a copy of the disclaimer on April 18, 2014.  

We have discussed your concerns on multiple occasions, as you have outlined in your complaint.  At that time, we continued to provide you with our physical evidence that there was no damage found during the course of our complete and thorough investigation.  We have attached numerous photos for your review to support this investigation and final outcome.  We have also communicated to you that if there is physical evidence related to hail damage to your home that we would welcome the review of that, however, barring any change in that evidence our investigation is complete and our claim will remain closed. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2014 Problems with Product/Service | Complaint Details Unavailable
6/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers agents have never set foot on my property in the 8 years that I have owned my home and they have been my insurance agency. I own an 875 sq ft home and my property value has not gone up as high as they claim. Very little if at all. They have charged me at least $1300.00 a year above what should have been, this causing higher interest on my mortgage and higher monthly payments. I am a first time buyer and was not aware that they could put whatever premiums they saw fit, I regretfully assumed that the mortgage company had requirements and that is what they followed. I am out thousands and would not have caught on had I not received the bill by mistake, that normally my mortgage company would recieve. I know now that I should have paid more attention to the declaration pages sent to me annually, however, they should be ashamed of themselves for taking advantage of people! When calling to talk to anyone they give you the run around and tell you that you should add more to the insurance, like car insurance etc to lower the cost. When in all reality, you just need less coverage to make the premiums lower!And they should actually send an agent out to properly evaluate your home!

Desired Settlement: DesiredSettlementID: Refund I would like to be refunded the difference and yes, a good explanation would be greatly appreciated. When calling to talk to anyone they give you the run around and tell you that you should add more to the insurance, like car insurance etc to lower the cost. When in all reality, you just need less coverage to make the premiums lower!

Business Response:

A response was sent to M Fechtelkotter on April 17, 2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

In reviewing your account closely, I see that your home policy became effective with Travelers through the ***** ******* Insurance Agency on January 10, 2008 with a dwelling limit of $98,000. 

Our policy provisions include an inflationary guard whereby the dwelling limit amount is automatically increased a certain percentage amount at each renewal to cover the increasing costs associated with rebuilding a home. This provision was applied to your policy based on the contract agreement.  In our review, we show that Travelers communicated your current coverage and the importance of reviewing that coverage at each renewal.   The renewal declarations page includes the following “Please contact your insurance representative if you need to adjust your limits further due to recent modifications, updates, remodeling or you believe the dwelling coverage is not appropriate”.  Our goal at Travelers is to work with our policyholders either directly or through the agency to review their property and help them understand the amount of coverage that may be appropriate for their needs.

Our records do not reflect any correspondence or conversations questioning replacement coverage with either you or an agent from ***** *******. Our research concludes that you understood the policy limits and conditions when you joined Travelers in 2008.  Based on our overall review, we respectfully decline your request for reimbursement of premium. 

Again, we appreciate you taking time to share your concerns."

Consumer Response:

 
Complaint: 10001200

I am rejecting this response because:

Again this is a fine example of how well Traveler's looks into things. I started my policy in January of 2006 not 2008. And also, no one from Travelers has set foot on my property ever and for half the time had my address wrong on the declaration pages. 27 Main St, where ever that may be is not my address. It is correct that I was sent Decloration pages and it was my understanding that the Mortgage Company required certain amount of coverage and that, that is what I had to have. I did not know that I could have a lower premium, which, when calling the Representative from Travelers they do not want to hear it. I was told and I quote..."I am not comfortable with lowering it" then go on to try and get me to add my car insurance to lower it. Making it sound like that is the only way when in fact it is not!
Sincerely,

Jodi Fechtelkotter

Business Response: A response was sent to Ms. Fechtelkotter on May 9, 2014 from Travelers Knoxville TN Business Center, referring her to the Missouri DOI, since she made a complaint thru them as well.    ********* ***** Falls Business Center did respond to the Missouri DOI on May 8, 2014, that Travelers could not find a valid reason to refund her premium, and that response induded a cronological listing of the policy activity that lead to this decision.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a small Drycleaning business in Bloomingdale IL and have had Travelers insurance since August, 2010 for my Drycleaning business protection insurance.The insurance was sold to me by a broker. His information is ******* ********* ******* **** ****** *** ****** **** *********** ** ****** TEL: ###-###-#### | FAX: ###-###-####. The policy number is ***** ********* His agent explained to me of the coverage that will cover and give my business(liability and personal property) protection from water and fire damage and I started having Travelers Insurance.On July 3, and August 31, 2013, there were water leakage accidents occurred and I had loss my property as well as customer liability about $15,000 estimated. I reported a claim #EYA5089 to Travelers Insurance claim department and they sent an adjuster, ****** ****** -###-###-####.I received a denial report from him after inspection. The reason was due to exclusions in the policy. That's was all they did.I have been told by many other agents that this did not seem to right. First agent/broker did not talk or show about any exclusion policy when I started having service.Second, I have paid all premium for last few years without delaying with belief of full business protection from a disaster that might be happening and expected Travelers to work for litigation for this accident but their agent/broker did not take an action. Even I was not able to hold of them to discuss about the accident. Their ethic level was very much disappointed. Actually when I had a chance to talk with an agent one time, she advised me not to claim. The claim would be a bad factor for my insurance premium increase. This does not sound right.

Desired Settlement: I now request Travelers Insurance to cover my loss by litigation action and follow by what they should take actions.

Business Response:

A response was sent to Kyung Chung on March 18, 2014 from Travelers Naperville IL Claim Service Center as follows:

"I am writing in response to your correspondence dated March 5, 2014 regarding a claim which you reported on July 8, 2013 regarding water damage to the property of Old Towne Cleaners and its customers.  Travelers Casualty Insurance Company of America (“Travelers”), issued the above-referenced policy to Old Towne Cleaners, which was in effect on the July 3, 2013 date of loss.   As we discussed, Travelers will review this claim and we may contact you to request additional information.   Travelers is reserving all of its rights and any further investigation and activities are not a waiver of Travelers’ rights under the policy or at law.

In the interim, if you have any questions or need additional information, please feel free to contact me at the number listed above."

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter from Traveler's today that states "Your agent has undoubtedly tried to contact you." on the matter of my policy being cancelled due to excessive comprehensive losses. I have not been contacted by ANYONE at Traveler's in MONTHS!!!!! They could have sent me a letter throughout the last 2 years stating, "we have sent payment to ********* Winshield Repair for the amount of $X.XX. Please note that your policy will only allow payment for X repairs." But NO.they waited TWO YEARS and then send me a cancelation of policy letter! I called Travelers and it is in their underwriting policy that they allow 2 losses in 3 yrs or 5 losses in 5 years. The commissioner says that if it is their underwriters policy it isn't against the law so I'm filing a complaint for their process of cancelation int he manner they have taken it to in my case. The only thing I'm grateful for is that they gave me one month to find new insurance! Don't send me a letter saying you've tried to contact me if you haven't even tried!!!!!!!

Desired Settlement: I want the comprehensive claims taken off my permanent record so that I can establish new insurance without repercussion of their own mistakes. I wish for them to make it a new policy/practice of their own to contact customers after EACH claim making sure the customer is fully aware of their policies!!!

Business Response:

A response was sent to Ms Hill 4/3/2014 from Travelers Spokane Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your inquiry.

In your correspondence, you noted your dissatisfaction with the nonrenewal action taken due to your comprehensive loss history and the absence of contact after each loss.  As explained in your policy jacket, provided sufficient notice is given, we may elect not to renew your coverage at the policy anniversary. As industry statistics have shown that driving records and loss history are predictive of future claims, our underwriting staff conducts a periodic review of the driving records and loss history of our policyholders. In your case, based upon the six comprehensive losses within the last two years, the policy is no longer eligible for continued coverage with Travelers.  

Our underwriting guidelines and the specifics of our rating plans are proprietary and confidential.  We do not share this information with the general public. Additionally, based upon policy and claim volumes, we would be unable to contact each insured to discuss the policy implications related to each claim filed.

While I understand and empathize with your disappointment with our current procedures, I cannot alter the non-renewal your policy. Additionally, I am unable to remove the comprehensive losses from your Travelers claim record as requested. Please know that action taken is based on our filed rules and rates in the state of Arkansas which apply to all policyholders regardless of the number of years insured with Travelers."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers insurance canceled my auto insurance based on inaccurate information. They sent a letter saying they were canceling my autoinsurance based on a car accident, two speeding tickets and ignoring a traffic device over a five year period.I told them that I have not had a car accident in the last 5 years ... Nor have I ignored a traffic device in the past 5 years. As for the two speeding tickets in the past 5 years I honestly don't know. But suffice to say canceling a policy based on two minor speeding tickets in five years strikes me as an abuse of insurance companies power.My agent says at this time they cannot even determine if I can get auto insurance going forward.Why does the Goverment allow these insurance companies to ruin people's lives using inaccurate information? I make a living based on the use of my car ...

Desired Settlement: I would expect Travelers to reinstate this auto policy ... And explain why their information was inaccurate.

Business Response:

A response was sent to Mr. Higgins on May 2, 2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your concerns in this letter.

I have reviewed your automobile policy closely and have found the following information in regards to traffic violations:

Jeffrey M Higgins – July 25, 2013 Speeding  65 mph in a 45 mph zone

Jeffrey M Higgins – May 13, 2010 Speeding  85 mph in a 65 mph zone

Jeffrey M Higgins – August 7, 2009 Disobeyed Traffic Device

Our underwriting guidelines, as filed with the state of New York, only allow 2 violations within a 5 year period for an operator. In light of our review, we respectfully decline your request to reinstate your policy. We will mail an official notice on May 9, 2014 referencing the above violations and your non-renewal effective date of July 1, 2014.

Again, we appreciate you taking time to share your concerns."

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home located in Glendale, SC was totally destroyed by fire on 1/13/2014. The insurer, Travelers Insurance, hired a private insurance investigator who concluded that the cause and origin of the fire could not be determined. Travelers Insurance is intentionally and purposefully delaying / refusing payment on the claim and is not responding to phone calls or certified letters asking for updates on the claim status. The burned structure is a public health risk as it contains asbestos, and Travelers Insurance will not authorize the building to be demolished thus further endangering the public. They have completely cut off contact with me, and my claim is in limbo. They will not pay for additional living expenses, even though my policy covers additional living expenses. Travelers is not acting in good faith to service my claim.The adjuster is Ted Alexander with Traveler's Insurance. His phone number is ###-###-####. He is located at **** ****** **** *** *** *** **** ********* ** ******

Desired Settlement: I would like for Travelers Insurance to follow the law of the State of South Carolina which clearly states that claims must be settled in a reasonable time period. It's been almost 3 months and there has been no resolution to my claim. I am asking that Traveler's follow the law and attempt to resolve my claim expeditiously without further unlawful delays.

Business Response:

Travelers received this complaint thru the South Carolina Department of Insurance, (DOI) and a response was sent to them on 4/8/2014.  please refer Mr. Martin to the South Carolina DOI.

"I am writing on behalf of The Automobile Insurance Company of Hartford, Connecticut

("Travelers") regarding the above referenced complaint that Mr. Martin recently filed with your office.

Travelers issued a Homeowners policy to **** ******* *****, the named insured, providing certain coverage for her home located at 211 Wheeling Circle, Glendale SC 29346. *** ***** died in February 2013, and shortly thereafter, Michael Fred Martin, her grandson and personal representative, was named an additional insured under the policy.

A fire occurred on or about January 13, 2014. Due to asbestos concerns, no investigation regarding the fire could be made until after a licensed asbestos professional was able to confirm the presence or absence of friable asbestos at the property. We were able to confirm the presence of friable asbestos on January 20, 2014, which required a qualified asbestos personnel to assist in the fire investigation. The investigation regarding the origin and cause of the fire recently found that neither the origin nor the cause of the fire could be determined. Now that this portion of the investigation has been completed, Mr. Martin can begin removal of the debris.

Several issues regarding the claim; however, remain. For example, Mr. Martin recently returned an extensive personal property list that needs to be reviewed as well as his right to recover for damage to his personal property under the policy. In addition, Travelers is concerned whether it is dealing with the appropriate legal representative on behalf of the Estate. While Mr. Martin has provided a copy of the **** ******* will identifying him as the executor, South Carolina requires a representative to obtain court appointment before he is qualified to act as the representative. To date, we have not received any of the requested documentation, such as Letters Testamentary, giving Mr. Martin the legal right to act on behalf of **** ******* Estate.

In order to address the remaining issues, Travelers intends to examine Mr. Martin under oath as soon as date and time can be confirmed with Mr. Martin and Travelers’ counsel. Travelers is acting in good faith in its efforts to verify the claim. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/24/13 at approximately 10:35 am, my vehicle was parked at ***** ** casino in las Vegas,NV.My vehicle was struck and totalled by ******* ******* in a 2007 hyundai Accunt with NV ****** ********** ******* has travelers home & marine insurance company as automotive insurance. On 12/17/13, travelers home & marine insurance company denied my claim for financial compensation for the damages and loss of my property. Travelers insurance company stated that Mr. *******, their insured, is not liable for the damages to my vehicle. On 1/17/14, travelers insurance company received a reconsideration letter from me requesting compensation for my damaged property caused by their insured ******* ********

Desired Settlement: I think a fair resolution would be for travelers home & marine insurance company to make me whole and compensate me for the loss of my property and pain and suffering during this traumatic and exhaustive ordeal.

Business Response:

A response was sent to Rashay Crosswhite on March 28, 2014 from Travelers Denver CO Claim Service Center as follows:

"This letter is in response to the Complaint which you filed with Better Business Bureau. The Travelers Home & Marine Insurance Company, hereafter Travelers, strives to provide the highest level of customer service. We regret that you are dissatisfied with our liability decision.

Specifically, you have asked that we address our liability decision regarding this loss. Our Insured, Mr. ******* was driving his vehicle when he had a heart attack which rendered him incapacitated.  Mr. Ignacio’s vehicle struck your parked vehicle. From our investigation we determined Mr. ******* would not have any reason to believe he would suffer a heart attack. He was not on any medication to prevent a heart attack nor had he had a similar attack prior to the accident.  Mr. ******* had a sudden medical emergency.  We are unable to cover this loss as there was a sudden emergency for which our insured has no legal liability. 

We remain open to consider any additional information or evidence to the contrary. "

Consumer Response:  
Complaint: 9979293

I am rejecting this response because:

My thoughts and prayers go out to Mr. *******'s family for their tragic and untimely loss. Mr. ******* has travelers
Insurance to protect himself,other drivers, and their property from accidental damage or property loss. I
Am requesting travelers insurance company to make me whole and compensate me from this accident involving 
Their insured, Mr. *******. It is shameful and disgraceful how travelers insurance company has made every
Attempt in not fulfilling their insured, Mr. *******'s, liability in this automotive accident caused by Mr. *******. Regardless 
Of any medical condition that Mr. ******* had, my property is lost due to the accident caused by travelers insurance 
Company insured, Mr. *******. Mr. *******, your insured, caused my property to be damaged and subsequently a loss of my vehicle 
And has created a painful and stressful ordeal in my life. I have attempted several times to resolve this matter with travelers insurance company. Hopefully, travelers insurance company will reverse their uncompassionate and unlogical defense for denying to make me whole and compensate me for the loss of my Property.
 
Sincerely,

Rashay Crosswhite

Business Response:

A response has been sent to Mr. Crosswhite, 4/16/2014 from Travelers Denver CO Claim Service Center as follows:

"This letter is in response to your second filing with Better Business Bureau concerning our response dated March 28, 2014. The Travelers Home & Marine Insurance Company, hereafter Travelers, strives to provide the highest level of customer service. We regret that you are dissatisfied with our liability decision.

As we stated in our previous letter we are unable to provide liability coverage for this loss due to a sudden emergency defense. Our Insured, Mr. ******* experienced a heart attack that incapacitated him.  Under Nevada law this is a viable defense would relieve Mr. ******* of any legal labiality for any damages sustained while he was incapacitated.  Attached is our first letter in response to your complaint filed with the Better Business Bureau that also explains this defense and why Mr. ******* would not be held liable for your damages.  

We remain open to consider any additional information or evidence to the contrary. If you should need any additional information please let me know. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/2/2014 Problems with Product/Service | Complaint Details Unavailable
5/2/2014 Problems with Product/Service | Complaint Details Unavailable
5/1/2014 Problems with Product/Service | Complaint Details Unavailable
5/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My auto insurance policy was purchased in approximately 2001 with Comprehensive coverage (other than collision) at Actual Cash Value (0% deductible). The very first claim on this policy was made on 09/30/2013 due to damage caused by fresh road striping paint. The Claim Handler/Adjuster was ******* ********** with damage of $1251.29 appraised by ****** ****** on the same date. Both gentlemen initially indicated the type of loss fell under comprehensive coverage. Several days later *** ********** phoned me to say that the type of loss was changed to Collision coverage which had a $500 deductible. To quote he said that "The road came up to meet (collide) with the car". That is a highly absurd way to describe collision. I attempted on about four occasions subsequently by phone to the office to have them send me that decision in writing. As of today nothing has yet to be received. The damage was repaired soon after, and I reluctantly paid the $500 deductible. I cancelled the policy on 02/21/2014 effective 02/28/2014. A copy of the Estimate of Record can be e-mailed to you if necessary, as well as a copy of my auto coverage. 13 separate documents were downloaded to this claim (hopefully?).

Desired Settlement: $500 check issued to me.

Business Response:

A response was sent to Mr. Payonk on April 17, 2014 from Travelers Florida Claim Center as follows:

"Travelers Personal Security Insurance Company ('Travelers') has reviewed your claim in

response to a recent inquiry sent by you to the Better Business Bureau. Upon receipt of the

inquiry, Travelers reviewed Pennsylvania policy language relative to Comprehensive and

Collision as well as industry resources in order to determine if the interpretation of your policy by

Travelers is in line with industry standards.

The conclusion of this review has lead Travelers to the determination that we will honor the

above mentioned claim under the Comprehensive portion of your policy. You will receive a

reimbursement check in the amount of $500 under seperate cover to account for the Collision

deductible previously applied."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I added a Kia Rio to my insurance policy last year, received cards paid monthly premiums. When I received a renewed policy the Kia Rio was not added. I called my insurance person, he said he'd look into the matter. Weeks later I get an enormous bill a jump from two hundred plus dollars to a thousand plus a month. Called the insurance person again. Apparently the premium was miscalculated, I'm not exactly sure what the problem was. What I am sure of, is I told my agent if that amount didn't come down, we were changing companies. We have changed companies, better rates. Now we are receiving a bill from Travelers for unpaid fees for six months for $1496.50. We had not had any problems prior to adding the Kia the outrageous bill caused us to change & all premiums were paid prior to this problem. Your assistance in this matter would be greatly appreciated. Thanks, sincerely Kurf Frazier

Desired Settlement: Travelers to close account & go away.

Business Response:

A response was sent to Mr. Frazier, April 11, 2014 from Travelers Spokane WA Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your concerns in this letter. 

First, please accept my apologies for your overall service experience.  We strive to provide the very best customer experience and regret not meeting those expectations with you.  After a careful review of your former account with Travelers, I have identified the following:

Travelers Auto policy xxxxxx938 1011

·         Effective March 29, 2013 a policy change was issued by the Missouri General Insurance Agency to add a 2013 Kia Rio to your policy.

·         On October 1, 2013 the agency contacted Travelers inquiring about the 2013 Kia Rio; it was found that the vehicle was not added to the April 07, 2013 renewal at the time the vehicle was initially added to the insurance policy.

·         On October 1, 2013 the 2013 Kia Rio was added to the automobile policy effective April 07, 2013 to prevent a lapse in coverage. The increase in premium for this change was $904.00 for 6 months. At the same time the 2013 Kia Rio was added to the renewal policy effective October 7, 2013 with an additional corresponding premium of $869.00.

·         Effective December 8, 2013 the policy canceled for non-payment leaving a remaining balance of $1496.50.

Mr. Frazier, we are sorry for the inconvenience this has caused you.  Your account balance is the premium owed for coverage provided on the 2013 Kia from April 7, 2013 through October 7, 2013 and for coverage provided for all four vehicles from October 7, 2013 through the cancellation date of December 8, 2013. We understand this is a significant balance, please feel free to contact our Special Collections Unit via the number on your notice so that we may be able work out payment arrangements with you."

 

Consumer Response:  
Complaint: 9996858

I am rejecting this response because:

I have reviewed the response from Travelers.   Documentation that I received in March of 2013 implied that the Rio was added.  It seems that miscommunication occurred at some point.  However if the premiums that are included in this response were submitted to me in March this coverage would have ended at that point.  Just as when I received the inflated quote, I sought another company.  This error is by no means my fault & I should not be held accountable. 

 
Sincerely,

Kurf Frazier

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/25/2014 Problems with Product/Service | Complaint Details Unavailable
4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ended my rental insurance through Travelers and was told over the phone that I did not owe anything more. A week later, I received a bill for termination. I paid the bill and was told again that my account was closed. A month later I received a letter in the mail stating that I owed $37 from past insurance dues, which I paid. I again called and was told that a mistake had been made and that my account was closed. I received a notice in the mail a week ago stating that my account was past due and in collections through ***. I called travelers and paid the bill, again. I asked them what happened to the payment I made earlier, and they said they didn't have any record of my payment. I told them about my issues with paying the bill like they asked. I asked if they could take this off of my credit report as I had receipts from it. I was told they could not, and that I would have to contact the collection agency to stop the credit report. I have tried everything to work with Travelers, but they will not work with me. They keep asking for money, and keep putting information on my credit report about my account being past due. I've paid, and paid and paid.

Desired Settlement: I would like my account cleared and the negative remarks off of my credit report.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 1,2014 I contacted Travelers to cancel an auto policy. I was informed that the refund would be credited to my account in 5 to 7 business days. On March14, 2014 I called Travelers to ask about my funds not posting to my account yet and was told that it would be processed that day and look for it in two days. On March 19, 2014 I spoke with Tiffany and again was assured that she would process my refund and I should see it in two days. It's now March 24, 2014 and I still don't have my money. It's A SIMPLE BANKS TRANSFER from their account to mine.This is week four, please help!!!Thank You! Product_Or_Service: Auto Insurance

Desired Settlement: DesiredSettlementID: Refund Refund my money immediately.

Business Response:

A response was sent to Mr. Banks, via email, April 1, 2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for contacting Travelers Insurance Consumer Affairs through the Better Business Bureau. I appreciate you taking the time to share your concerns. I am sorry I was unable to reach you by telephone so I wanted to follow up the message I left with this brief note.

I welcome the opportunity to talk with you further regarding your refund. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My insurance was changed from full coverae to liability without my knowledge. I was alerted of this after getting into an accident on 3/4/14. Policy #: *******************. On March 4th I was involved in an accident. I proceeded to contact Travellers to report the claim. At that time I was advised that I did not have full coverage as my account was listed as only having liability coverage. The agent(********* ************ was not able to give me an explanation why, nor did she seem interested in my accident nor with helping. With no insurance I'm forced to pay the entire amount of the damage to my car. I'm furious. The next day I visited my credit union who advised that my account was set up with FULL coverage. I set up my Travelers account through ***** ******** ****** ****n (Falls of Nuese Office- Raleigh NC) My agent too was shocked as he was not made aware of the change in my policy. He and I both knew that by law if a car is financed then the customer must have full coverage! During my visit, the credit union agent ugrently proceeded to contact the Traveler's agent to understand why the policy had been reduced to 'liability'. At that time I was only given the speech that 'it is a privalege to have insurance'.. etc etc. The Traveler's agent did advise that I had not had full coverage since Dec 7, 2012 and that a notice was sent to me 2 years ago! My complaint/question here is WHY WASN'T THE BANK NOTIFIED THAT I NO LONGER HAD FULL COVERAGE SO THAT THEY COULD CONTACT ME!?? I'm still making payments on my 2006 Acura- assuming that I had full coverage. I don't recall seeing a letter, NEVER received correspondence from my bank advising this huge change! Why did someone not call me or alert the bank from Travelers? I feel as though Travelers really dropped the ball in this situation. I'm not happy wiht the fact that now I have to come out of pocket for at least 3000$! So after leaving state employee credit union, I decided that I needed more answers. I proceeded to contact a Traveler's agent myself in order to get answers. I called on Sunday, March 9th. I spoke with someone who tranferred me to the customer advocate group( 8*********). I explained my situation-inquiring why the change in my coverage. Noone could help!! I was then transferred to a gentleman who advised that someone would contact me to help resolve my question in 24 hours. I waited until Tuesday March 11th- and still did not receive a call back. I proceeded to call the patient advocacy group again for answers. After being transferred to 3 different representatives, I was finally put in touch with a licensor. She indicated that Travelers had reviewed my plan back in 2012 and it was determined that I was no longer elgible for full coverage due to strict guidelines. My only items consisted of a moving violation(court cost were paid) and an accident that wasn't my fault. I understand guidelines of Travlers contractual provisions with North Carolina however I was not alerted of such changes. If I am still paying for a car- I think I should be alerted via phone, email or someway! I mean my credit union wasn't even aware!- Now I'm having to pay out of pocket for costs. My car has been in the body shop for 2.5 weeks. Right now I'm expected to pay at least 2,500-3000$ as the price keeps going up. Prior to this incident I really enjoyed Travelers insurance. Now I'm considering speaking with a lawyer- I've already warned many of my friends who have kids who are seeking insurance through you not to use travelers insurance due to this lack of communication. There needs to be better communication with me (THE CUSTOMER) AND YOUR VENDORS(BANKS ETC). My state employee's agent was the only person who really seemed to care about this lack of professionalism. I've already initiated deleting this coverage. Very frustrated!

Desired Settlement: At least half of the cost of repairs for my vehicle.

Business Response:

A response was sent to Mr. Peterson on  March 28, 2014, from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

In your correspondence you indicated you did not receive notification that physical damage coverage would be removed from your policy.  Mr. Peterson, I reviewed our records and found on October 19, 2012 we mailed a letter to you explaining physical damage coverage would be deleted from your policy effective December 8, 2012 and your liability coverage placed in the North Carolina Reinsurance Facility effective December 8, 2012.  A copy of the notification is enclosed for your review and records.

A claim was filed for damage to your vehicle that was sustained on March 4, 2014.  Since there was no physical damage coverage present on the policy on that date, this claim was denied.  I am sorry you were unaware that your policy does not provide physical damage coverage, however, our position continues to be that there is no physical damage coverage available for this loss.

We failed to provide notification of the coverage removal to the lienholder, SECU.  Under the terms of the policy, the lienholder is entitled to notification if their interest under the policy is terminated.  If appropriate for the circumstances, the lienholder can file a claim against this policy if it has suffered financial harm.  This has no bearing upon the denial of coverage issued to you.

Mr. Peterson, we recognize that this is a difficult situation, and we are sympathetic to the inconvenience you are experiencing.  Unfortunately, we are unable to comply with your request to pay half of the cost of repairs for your vehicle."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A pipe broke in my house in Jan. 2014. I immediately called Travelers to file a claim. I paid out of pocket for a plumber to come out and fix the pipe. Later, the claims adjuster, **** ******** came out and looked at the damage. He sent an estimate and a list of three contractors he had worked with in the past. He indicated I did not have to use any of those, but that they were good companies.Those companies would not send me an estimate, but I finally found one that wanted the work. Travelers rejected the claim because the contractor's estimate was more than their adjuster's and said I had to use one of "their" companies.The contractor's estimate is higher because the adjuster mistakenly said all repair work would be confined to one room. The mitigation contractor explained they had to tear out more drywall to dry it out and the adjuster did not dispute this. The adjuster's only complaints were that the accurate estimate was "too high" and he mistakenly said that there was too much painting. The estimate actually reflected the same amount of painting that the adjuster had approved.I tried to contact the adjuster's boss on March 11 but his voicemail said he was out of the office, not checking his messages, and told me to call the call center. The call center could not help me and transferred me to someone's voicemail. Later I got a call from a new person, *** ********* who said he was the adjuster's temporary supervisor. Right now Travelers has denied my claim and the only thing they said they would do is try to pressure the contractor to accept less money for the work. It has been over two months since the break and it is still not repaired. This is a small claim (about $3000) so I don't understand why they are fighting me so hard and delaying. There is a hole in my house that is eight feet long and two feet high that leads straight to the garage so I am always cold. I tried covering it with plastic but it didn't really help.

Desired Settlement: I would like to have a home that does not have a hole in it.

Business Response:

A response was sent to Mr. Bartz on March 24, 2014 from the Travelers ********* ** Claim Service Center as follows:

"This letter is in response to the Better Business Bureau complaint TravCo Insurance Company (“Travelers”) received on March 13, 2014. In your correspondence, you indicated that you had difficulty in finding a contractor who was willing to provide you with a repair estimate, and when you finally found a contractor who was willing to do the job and provide you with an estimate, the claims adjuster  informed you that the estimate was too high.  Furthermore, you indicated your homeowners insurance denied your claim and that they said they were going to pressure your contractor to accept less money for the work.

I want to first apologize if you do not feel that the service you received was to your satisfaction. One of our goals in the claims department is to promptly and  appropriately reimburse you for damages that are covered on your policy.  Instead of discrediting the contractor estimate you provided initially, we should have reviewed it thoroughly and promptly addressed any questions and concerns with your contractor. 

You and I discussed, via telephone conversation, your concerns in detail on March 12, 2014.  During that conversation, I agreed that the ****** scope and estimate appeared to be inadequate and would require immediate attention and revision as it did not include repairs of the additional damages caused during the drying process.  I confirmed that we would contact the contractor who provided you the estimate to discuss scope of work and pricing further.  I apologized to you for any delay that we had caused up to that point and confirmed that we would expeditiously put forth our best effort to reach an understanding and agreement with your contractor and resolve your claim.

We were successful in contacting your contractor on March 13, 2014.  After further review and understanding of your contractor’s estimate, discussion with your contractor in regards to the scope of work necessary and their review and consideration of our revised estimate, your contractor and we reached an agreed estimate value of $2,850.00 on March 14, 2014.  We emailed you this information on March 14, 2014.  As of March 18, 2014, your claim has been supplemented in full to reflect the contractor-agreed values of your loss including plumbing, water remediation, carpet cleaning and building restoration.  Additional correspondence informing you of the supplement breakdown, which included the revised estimate and supplement letter as attachment, was forwarded to you on March 18, 2014.

On March 18, 2014 you emailed us with additional questions in regards to the application of recoverable depreciation to your settlement as well as a floor cleaning price discrepancy in the amount of $56.55.  As of March 22, 2014, the floor cleaning amount was adjusted to your incurred amount in our settlement, the application of depreciation was adjusted to the agreed-upon amount that you had proposed, and a third payment was issued.

Please know that Travelers is committed to providing the best customer service in the industry and takes your concerns and comments very seriously. We apologize that our customer service did not meet your expectations."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i bought an insurance policy for auto and rental through their agent (Effective Coverage, ****** **** I was covered from november 8th, 2011 to 4th November 2013 with policy no.********* *** * . My coverage was over-charged to include my wife who does not drive nor have any drivers' lincense. I recently realised this when i switched my policy to another provider.I would appreciate if this matter is looked into, and the over-charged amount i paid be returned.The insurance company is also harassing me and asking me to pay coverage for the month ending 30 November 2013.Thank you.

Desired Settlement: I would like to be refunded the excess charges i paid.

Business Response:

A response was sent to Mr. Aluya on March 21, 2014 from Travelers ********* ** Service Center as follows:

 

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your concerns.

In your correspondence, you have requested we delete your wife, ********* *****, as a driver on the policy effective November 30, 2011.

I have completed a review of our policy records and find the policy was issued listing you and ********* as drivers on the policy.  We received the signed Quote Acceptance Package with your signature and *********’s signature.  We have no records indicating you have requested ********* be deleted as a driver on the policy.   ********* has been listed on the policy as a driver with an International license.

I spoke with your agent, ***** at Effective Coverage, concerning your application process.  ****** file reflects your automobile coverage was previously with ***** ****.  *** ***** Farm policy lists both of you on the policy.

Mr. Aluya, on November 14, 2013 the Electronic Funds Transfer (EFT) payment for $177.08 was returned from your financial institution due your request for stop payment.  There is an earned premium in the amount of $12.00 owed on the tenant policy number ********* *** **  This policy afforded you coverage through the cancellation date of November 6, 2013.  There is an earned premium in the amount of $165.08 owed on the automobile policy number 9******** *** * for coverage afforded to you through the cancellation date of November 6, 2013.

We will be unable to honor your request to back date your change request to remove ********* as a driver on the policy.  I apologize if there has been any misunderstanding regarding your billing account and I hope this explanation helps you understand the balance due on the policies."

Consumer Response:  
Complaint: 9965077

I am rejecting this response because:

My wife never signed any policy. Check your record for this, and nobody drives in the USA for 2years with an international lincense.
Moreover, no copy of her lincense was submitted to your office.
She was only listed in my statefarm policy as an adult in household that is over 18years.

Sincerely,

Ayere Aluya

Business Response:

A response was sent to Mr. Aluya, april 7, 2014 from Travelers ********* ** Buisness Center as follows:

"This is in response to your rejection to our response dated March 21, 2014.

I have enclosed a copy of the Auto Quote/Policy Acceptance Form which lists Drivers in Household and both you and ********* are listed dirvers.  *********'s License Number is listed as International.  On the second page of this form are the signatures of the first named insured and the second named insurend and both were dated November 28, 2011.

Mr. Aluya, I am sorry we are unable to honor your request to back date your request to remove ********* as a driver on the policy.  Again, I apologize if there has been any misunderstanding."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Travelers Insurance sent a notice of the total cost of a policy premium, $3137.00 for homeowners insurance for the year 2014-15. Several weeks later send another notice of the same policy premium but increased the amount to $4046.00 which is an increase in the policy of $927.00. The reason for the increase was supposedly due to the distance and response time of the fire department. The checked with the fire department of Weston, Connecticut and they informed me that the distance from the fire department to my home is 1.83 miles with an approximate driving time of 4 minutes, this has remained unchanged for over 30 years. Travelers contention is that when "they ran some kind of report" the numbers changed from 9 to five, however, the previous year 2013-2014 indicated a 9. Homeowners Policy number is ********* ****Name of Insured:Bradley and Susanne French220 Newtown TurnpikeWeston, Ct 06883

Desired Settlement: I would like to have the quote for the 2014-15 for homeowners insurance to be revised back to the original amount of $3137.00.

Business Response:

A response was sent to Ms French on 3/4/2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

First, thank you for your continued business with Travelers. We appreciate your choice. I have reviewed your policy with our product specialist as well as your agent and our findings are that the increase on the policy in regards to your protection class is specific to number of feet to the closest fire hydrant. When your policy was issued through your agency, The ********** ******* the feet to hydrant distance used was 550 feet. If a fire hydrant is located within 1000 feet of your home, your fire protection rating would be a 5. An inspection was conducted at your home on January 30, 2014 and our findings were there is no fire hydrant with 1000 feet of the home. There is a pond a short distance away however, due to the possibility of freezing and/or drought, it is not considered a reliable water source and is not able to be used as a substitute for distance to closest fire hydrant.  Due to no fire hydrant within 1000 feet of the home the protection class is correct at 9. The price difference between being rated a protection class 5 and a protection class 9 is $927.00.

Mrs. French, you are a valued customer and we are most appreciative that you have allowed us to protect your property for many years. However, we are unable to comply with your request to reduce your premium to $3137. "

Consumer Response:

 
Complaint: 9945522

I am rejecting this response because:

Sincerely,

Susanne French

The reason is that there are no fire hydrants in the town of Weston. There are only fire ponds, the fire pond is right in front of my house. I have lived in the house for 30 years this has never been a problem until now. Travelers has insured the house for the last 5 years and this was never an issue before.  I also have two conflicting stories. The agency *********** (agency handling insurances) informed me that the reason for the increase was due to the response time from my house to the fire department. The fire department is 1.83 miles from the house with a response time of 4 minutes. Now this message states the reason for the increase as being a fire hydrant issue. Again, to  make it clear there are no FIRE HYDRANTS in Weston. All home have fire ponds. We also have the West Branch of the Saugatuck River flowing down the side of the property. These bodies of water have never completely frozen over in the 30 years we have lived in  the house. Traveler's is wanting to increase the cost because this is what the competition is doing. You can also look historically at your records, BBB, of complaints and of the 103 complaints 23 of those complaints have been due to inwarranted increases in premiums. Which then reinforces the fact that Travelers is trying to validate the increase saying to the issuing agency that it is a distance and response time issue and now telling me that it is a fire hydrant issue.

Business Response:

A response was sent to Ms French, March 27,2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your reply in this letter.

I would like to apologize for any misinformation you may have received. I can confirm the increase is due to the lack of an available fire hydrant within 1000 feet of your home and that we are unable to use a fire pond or the Saugatuck River as a substitute for a fire hydrant.

Thank you for your business with Travelers."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern:I have contacted several different representatives from your organization and I have been receiving the run around. The issue I have is that I was dropped from flood insurance in 2010. At that time I experienced to floods that were a direct result of the condominium association having what the plumber describe as a "partial grease trap". The plumber stated the grease trap only goes half the distance of the building and as a direct result when not properly clean it will overflow into the units. The flood actually came from the neighboring unit into my unit. I was covered under insurance provided by Travelers' Insurance and my neighbor to my understanding was covered as well. In addition, the condo association was covered by **** ***** ***** ******* ******** Represented by ***** ******* ***** **** ****** Claim Representative, ###-###-####; ###-###-#### Ext. ****, fax ###-###-####, ************.com Mr. ****** contacted me back in 2o1o to state that he had a check for me, but subsequently turned the check over to the association. The association in a letter denied me the check and since then I was considered a liability and dropped from insurance. I would like Travelers to secure the check from **** ********** ********* ****) as this check reimbursed to Travelers would provide for me to remain insurable. My representative ******* *******i, ###-###-#### stated that it is beyond him and he doesn't know the first step of the process to even begin this transaction. I contacted Travelers, but I was told to speak with *** ***** (Maryland)* *** stated that he believes it's a Joe from Texas, but at any rate. There is a great deal of confusion. I just want to maintain my insurance with Travelers. The two dates that I experienced floods were 9/27/201 and 10/13/2010. The policy # 0B***************** and the claim number for the first flood is **********

Desired Settlement: I would greatly appreciate it if Travelers Insurance, **** **** *** **** ********** ********* ***.) can collectively come together to resolve this issue. I recently found out that **** ********** ********* ***** provided housing, hotel accommodations for members of another unit who had their front porch paved. I was never provided lodging and I can't understand why **** **** ******** ******** ***. when I endured the actual lost.

Business Response:

A response was sent to Mr. Wade, March 26, 2014 from the Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

I have reviewed your policy and claims from September 27, 2010 and October 13, 2010 and per our notes, I see that we covered the water and sewer damages to your home on both claims to your satisfaction. Due to these two claims, you are ineligible at this time for a Travelers policy.

In your letter you are requesting that Travelers secure a check from **** ********** *o pay for one of your claims. Subrogation is handled through our claims department and I have forwarded this information on so please expect a response from our claims department in the near future."

Consumer Response:

 
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,

Karl Fields

 

Additionally, I ask that both claims are picked up by **** ********** as both floods should have been the responsibility of the Condo Assocation as the floods did not arrived out of my unit, but through another unit which spread through a common dwelling.    

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel my home and car insurance policies for 3 weeks. They have requested email paper and even fax requests from me, I have complied with everything they have been asking for. They took money out of my escrow account and continue to bill me for my car insurance. I am owed a 300 refund of which I still haven't seen anything nor have I seen any emails stating they have cancelled as per my numerous requests.

Desired Settlement: I want my policies cancelled and my refund so I can put it back into my escrow, I am now paying two insurance companies and I have never even had a claim. This company is bullying customers into staying with them and they have hiked up my premiums to almost double what is was.

Business Response:

A response was sent to Ms Clingan on March 18, 2014, from Travelers Glens Falls Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate you taking time to share your concerns and I am writing today to follow up. 

Please accept my sincere apologies for the delay in handling your request to cancel your home and auto policies.  I have completed a review of your account and can confirm that both policies have been cancelled per your request effective February 24, 2014.  A refund of unearned premium for your home policy was mailed to you on March 14, 2014.

We are sorry to have lost your business through 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Complaint Details Unavailable
3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers insurance refused to pay for WINDSTORM damage to our back deck/patio which presents a death trap to our family. The paid to have the deck stained which I find to be very ironic. They also refused to pay for carpet replacement due to water floor to our basement. They later suggested that we had rotten soffit or something and which they suggest would amount to further denial in the future. We pay for carpet replacement which **** ****t completed and saw no dammed or sign of water under the carpets.This suggested that the water did not come from the floors. We also showed the damage to our home elevator which Ms. A**** their (adjuster) claims was due to ware and tear, even though the elevator is only 4 years old. They changed the roof and sidings declined to pay for painting and other cosmetics related to fixes. Product_Or_Service: Home Insurance Claim Order_Number: *********** Account_Number: 0M*********85626331

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1. We would like a my patio reinforced to prevent harm to my family.2. I would like a reimbursement for the carpet replacement due to water resulting from the storm.3. I would like a repair of my elevator.4. Refund for paining and payment we made to get ride or order resulting from the wet damaged carpets.

Business Response:

A response was sent March 14, 2014 from Travelers Overland Park KS Claim Service Center as follows:

"This letter is in response to your complaint filed with the Better Business Bureau (BBB).

On June 25, 2013 we performed an inspection of your home in response to your filing of a claim for hail

and windstorm related damage on June 21, 2013. During this inspection, the claim professional found

evidence of hail damage to vinyl siding on all elevations, soft metal vents on your roof, shingles, and

gutters. The claim professional also found wind damage to the rear elevation soffit and right elevation

fascia. An estimate was prepared for those observed damages. The estimate written reflected a

Replacement Cost of $27,227.89. We issued payment to you less your deductible and recoverable

depreciation in the amount of $20,162.85.

On July 16, 2013 the claim professional received confirmation from your contractor, Frank Fabio

Company that they would complete the required repairs to your home for the estimated cost of

$27,227.89.

On or about August 16, 2013 we received a different contractor’s request and documentation for a small

supplement increasing the estimate to $27,315.50. The claim professional validated the request and

issued payment for the recoverable depreciation plus small supplement totaling $6,152.65.

On September 4, 2013 the claim professional received another supplement request from this second

contractor, A**** ******* Construction Company in the amount of $4,000.00 with no explanation of

what the supplement was for. We then discovered the previous documentation this contractor supplied

was only for the roof portion of your claim, not for the siding. The claim professional had already

released the recoverable depreciation applied for the roof and siding and your claim was paid in full to

the Replacement Cost less your deductible. This contractor was requesting an additional $4,000.00 for

replacement of the siding portion of the estimate which we then discovered had not yet been completed.

The claim professional attempted to reach this contractor to discuss the $4,000.00 supplement request

but never received a return call. The claim was returned to closed status.

On October 15, 2013 the claim professional met you at your home as you requested based on additional

damage you observed in your home consisting of water damage. As your claim professional explained to

you at that time, the interior water damage was unrelated to your prior hail and windstorm claim on June

20, 2013. The water damage appeared to be seeping through the foundation of the home. You showed

the claim professional papers which you contend were from Travelers in the form of an estimate which

allowed for carpet and pad replacement. The claim professional pointed out to you that the papers which

reflected carpet and pad were not part of the Travelers work product Xactimate estimate as it did not

inlude the Travelers logo nor was in Xactimate format. The claim professional followed up in writing

advising you that not only was the interior water that was observed five months after the original claim

date of loss unrelated to that claim, but that seepage of water through the foundation of the dwelling was

specifically excluded by your policy.

The deck which is attached to your home was included in the original estimate to pressure wash and

stain. This was due to small indentations left by the hail. Pressure washing the wood raises these minor

indentations and is an industry approved repair method. Once power washed, the stain should be

re-applied. You contend the windstorm “loosened” your deck when in fact the wind speed recorded in

your area did not exceed 60 MPH based on NOAA data. Wind speeds less than 60 MPH are listed as

“UNK” which means Unknown. The claim professional did observe some areas on the deck which

showed a lack of maintenance which is also specifically excluded by your policy.

The elevator in your home which you also claim was damaged is not a result of the hail and windstorm

of June 20, 2013. The observations by the claim professional were that the elevator was not working

properly due to wear and tear and lack of proper maintenance. Again, this is specifically excluded by

your policy."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My business was due a refund of over $10,000 since Jan. 14, 2014. After countless voicemails, and only 2 returned voice mails, I was told to expect the refund check in the mail the following week. It has now been 3 weeks. My final contact was on Mar. 7, 2014, leaving yet another voice mail. All other representatives at Travelers continue to send me to the representative, S******** ********* who is the one who does not return my calls.

Desired Settlement: A full refund sent to me by March 18, 2014. I am not seeking interest at this time

Business Response:

An email response was sent to Ms. Martinez, 3/19/2014 from Travelers St Louis MO Premium Audit Unit, as follows:

"Hello Ms. Martinez, I did some checking on the status of your refund and have confirmed that your refund in the amount of $13,385.50 will be mailed out tomorrow. "

Consumer Response:  
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,

Selma Martinez

 
THANK YOU BBB! A matter that I tried to take care of over FOUR MONTHS was resolved in less than a WEEK! THANK YOU!

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November the travelers sales agent asked me if I wanted a discount for driving less then 14k. I have never drive 14k/ year sense I came to Virginia so that was a easy yes. The sales agent never told me I had to attach a divine on my car in order to get the discount. After everything is sad and done and I am already covers and driving with my insurance I receive a small diverse that I didn't expected or recognize, so I thought it had to be a unwanted present so I tossed aside with out paying munch attention.Next I received a mail saying I must to attach a divine in my car or pay the discount that had giving to me. I called and asked the person on the phone to to listen to the sales agent and I on the phone, The day he sold the insurance, after she listened to the recorded she called me back and agreed that the sales agent never told me anything about the devise I had to install in my car. She apologize and gives me the same option: to install the devise or pay the deference. Now they are sanding me a bill for $52.00.Policy number: ********* ****

Desired Settlement: I want Travelers insurance to take responsibility for their actions, I want to keek the discount and I don't want to anything in addition to what I already payed. I wonders if that happen just to me or it it their common practice. ************* ****

Business Response:

A response was sent to *** **** on February 27, 2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

First, thank you for your continued business with us since 2011. We appreciate your choice. I have reviewed your account and agree that the Intellidrive program was not fully explained to you when you were purchasing your automobile policy. In light of this, it is my pleasure to waive the $52 in additional premium on this policy term. "





































Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9943503, and find that this resolution is satisfactory to me.

Sincerely,

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/7/14 my condo suffered water damage. I filed a claim with Travelers, my homeowners condo insurer, policy number **************** The damage was assessed by 1/9/14 claim # ******** Representative said Travelers would cover hardwood floor replacement and authorized me to go ahead with the hardwood floor replacement, which took place on Feb. 1, 2014. I spent $1879.95 + $36.38 materials, $848.25 installation & $120 in delivery of the materials which I paid part with credit cards and part with cash. My credit card payment is soon coming up for payment and I do not have enough funds (I am already using funds from an equity line of credit and incurring in interest). So far this company is giving me all sort of excuses not to release payment. My credit cards are due next week and I will not be able to pay in full, which I always do, thereby incurring in more (and higher) interest. I have been a Travelers customer for many years and I always paid in full and on time. Travelers website says The claim professional can generally write you a check based on the estimate, either on the spot or soon afterward. This is not true.

Desired Settlement: I would like for the company to pay for the damages in my condo per the policy plus an additional amount equal to that of the claim for the interest I have to pay to the line of credit and credit cards, the loss of days from work, the time waste dealing with the insurance company and the emotional stress I have suffered.

Business Response:

A response was sent to Ms. ***** on February 20, 2014 from Travelers ********* ** Claim Service Center as follows:

"We received notice of your complaint to the Better Business Bureau and wanted to follow up with you regarding your claim experience.  I understand that as of the date of your complaint, you had not received the payment that we issued on January 31, 2014.  As we now know, the check arrived two weeks after we mailed it.  Unfortunately, you had alerted us to the missing check and requested that we stop the check in order to issue a replacement check.  The replacement check was issued on February 14, 2014, when the original check was cleared for a stop payment.  You confirmed for me yesterday on the phone that you have received the replacement check.   

We received your claim for water damage on January 8, 2014.  Our claim representative inspected your property on January 9, 2014, and explained that we would write an estimate for the wood floor upgrade, which would be covered by your policy.  The other damage—to include an allowance for the original flooring (carpet)—would be the responsibility of the condo association’s insurance policy.  Our claim representative explained that she would follow up with the association in order to determine their allowance for the original flooring, so that we could finalize our estimate to account for the upgrade to wood flooring.  Our claim representative followed up weekly with you and the condo association in order to finalize our estimate.  Finally, on January 31, 2014, we decided to move forward by allowing for a standard carpet allowance because the condo association had failed to provide us with its allowance.  We finalized our estimate and issued payment to you in the amount of $1,851.95.  We again followed up with the condo association on February 3, 2014, but have not received a response.  On February 10, 2014, we received notice from you that you had not received the check.  We proceeded to stop the check in order to re-issue another check to you.  The second check was issued to you on February 14, 2014.   

At this point, you have received the replacement check but are still waiting for the condo association to provide you with their allowance for the carpet and to schedule the remaining repairs.  If we can be of any assistance regarding communication with the condo association or their allowance, please do not hesitate to contact either your claim representative or me.  Unfortunately, we are not able to compensate you for missed time from work or interest charges from your credit card as the policy makes no allowance for either cost.   "

Consumer Response:  
Better Business Bureau:

Thank you so much for taking action on my complaint and contacting the company on my behalf.

I have reviewed the response made by the business in reference to complaint ID *******, and although I don't totally agree with parts of the explanation, for example I did not request that the first check be stopped,  I want to have closure on this complaint and move on.

Sincerely,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Billing/Collection Issues
2/20/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/14/2014 Problems with Product/Service
2/11/2014 Advertising/Sales Issues
2/11/2014 Problems with Product/Service
2/6/2014 Problems with Product/Service
1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had auto insurance through Travelers since Jan 2010 and never made a claim on it. I pay $1600+ a year in coverage. In May of 2013 my partner, ******* ******, who is covered on my policy, struck a parked car in *** ******* resulting in a $1685 claim. When she filed with the insurance the adjuster said it was a low-risk situation, would not even endanger our rate going up, there was noone in the struck vehicle, don't worry. Five months later I got a letter that the policy was going to be terminated. Why? because of the above claim being filed. plus three old traffic tickets dating back to BEFORE THE POLICY (the oldest is Sept. 2009, the most recent is nearly two years old -- Feb. 2012). The oldest ticket will be off my record with them in 8 months but they don't care. They are abandoning my policy after ONE incident that was NOT in a dangerous driving or otherwise outlandish circumstance, after PROMISING the claim would not affect our insurance rate, much less cause termination. They said it was possible if we paid them back the claim payment, then they'd consider reinstatement - in other words, pay off the $1685 they paid out and erase the claim. WHAT IS CAR INSURANCE FOR IF YOU CANT MAKE ONE CLAIM IN FOUR YEARS? For a small amount that is less than 1;/4 of what I have paid?

Desired Settlement: I would like the termination notice to be withdrawn and the auto insurance to continue. Their behavior is abominable.

Consumer Response:

From: ***** ********* ************************
Sent: Thursday, December 19, 2013 4:09 PM
To: **********************
Subject: Fwd: Complaint Transfer for Complaint Number:*******

 

Hello, I wanted to update you about my above complaint. 

Because time was of the essence with Travelers canceling my policy, I ended up finding a new insurance carrier. So this changes what I desire in my "resolution." 

Instead of having them reinstate me, I would like them to be forced to state in their proposal agreements with consumers how many tickets and or claims made on the policy will lead to an instant termination. this will help future consumers in deciding whether this is the right company to entrust their insurance dollars to. 

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

Business Response:

A response was sent to Mr. *********, December 31, 2013 from Travelers ********* ** Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate the opportunity to address your inquiry.

In your correspondence, you have questioned the nonrenewal action taken due to your driving record.  As explained in your policy jacket, provided sufficient notice is given, we may elect not to renew your coverage at the policy anniversary. As industry statistics have shown that driving records and loss history are predictive of future claims, our underwriting staff conducts a periodic review of the driving records and loss history of our policyholders. In your case, the combination of your three violations and *******’s at fault accident within the last five years, the policy is no longer eligible for continued coverage with Travelers. 

Our underwriting guidelines and the specifics of our rating plans are proprietary and confidential.  We do not share this information with the general public.

While I understand and empathize with your disappointment, I cannot reinstate your policy. Please know that action taken is based on our filed rules and rates in the state of *** **** which apply to all policyholders regardless of the number of years insured with Travelers."

Consumer Response:  
Complaint: *******

I am rejecting this response because:

 
1) The assessor who dealt with the ONE "collision" we had -- a minor dent in a parked car -- assured us the accident was so minor it wouldn't even make our rates go up, much less threaten our coverage altogether. He also said it was the least problematic claim to make, since noone was in the other vehicle. Furthermore, the three tickets they cite are all over 18 months old -- and one is so old it will fall off my record in 8 months, which I was told by Travelers would then qualify me for insurance again -- meaning, just go find another company for 8 months and then we'll be happy to take your money again. The types of tickets they are -- an "illegal left turn", speaking on the cell phone, and disobeying a temporary detour sign (which was not visible) -- are hardly the stuff of major felonies. If the assessors are not authorized to convey this information, they should not be doing so. 
 
2) I was then offered to get my insurance back if I repaid them the amount of the claim -- that is highway robbery. Basically admitting they are willing to insure me as a driver, they just don't want to actually lay any money out on my behalf. That is not "insurance". 
 
3) ***** looked at the very same driving record and issued me insurance on the spot, at the same rate. 

4) After I switched to ***** and cancelled my Travelers policy a month ahead of their own cancellation, I got a letter from Travelers saying they were "sorry to see me go." What a crock. 
 
Sincerely,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/23/2014 Problems with Product/Service
1/23/2014 Problems with Product/Service
1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After a hail storm that was tracked and reported by the ******** ******* ******* we had Travelers look @ our roof @ our next door neighbors suggestion. They had damage & their insurance was paying 95% of a new roof. Our subdivision has been none stop new roofs being completed 2 weeks before our claim & still to this day in December are being taken care off. Our in-laws live 1 block over, had the same previous maintenance on their wood shake shingles as we did. Now they are receiving a new roof paid @ 98% from their insurance. Miraculously our house had a magical umbrella over it and Travelers determined that the roof was repairable because it was only a minor area that was damaged. We received about $400 (after you take deductible & reimbursement - we had the roof repaired right after storm, and depreciation (completely understandable with a 20yr old roof). Coincidentally a neighbor 1 block over had Travelers too. No repairs or new roof on their house yet their next door neighbor had a new roof installed (paid by their insurance). They must be lucky like us & had a magical umbrella cover their house as well, but my guess is they got a substandard settlement from Travelers just as we did. If they send ** ************* *********** for your claim you can bet Travelers is going to come out ahead and you will get pennies for your claim. From the Engineers opinion the hail damage of 9/5/13 didn't warrant a full replacement.That's what we get for maintaining our roof.Extremely disappointed with them and no surprise we are in the process of finding a new provider. Product_Or_Service: Home owners Insurance Account_Number: ****************** *

Desired Settlement: DesiredSettlementID: Other (requires explanation) Request the $4500 additional funds for roof replacement (which has been quoted for $6300 for complete job - never expected 100% on a 20 year old roof) but you can't tell me that the other 37 houses in the same development (most with new roofs) received some how substantially more damage then our roof did. Especially since our neighbor next door had their roof replaced with only $1100 out of pocket cost to them.

Business Response:

A response was sent to Mr. ********* 12/19/2013 from Travelers ******** ****** Claim Center.

Travelers assess damages to each claim individually, although neighboring properties may have also experienced damage during a weather event, that damage is unique to each property and must be addressed as such.  Your wood shake roof is 20 years old and is original to the home. The roof is reaching the end of its useful lifetime.  The roof sustained damage due to a hailstrom on 9/5/13.  The damage to your roof was assessed by the terms of your policy as outlined above.  We pay to replace a roof when the damages warrant a full replacement.

We received your claim for hail damage on 11/11/13.  Prior to filing the claim there were repairs made to the wood shake roof.  Our adjuster inspected your property on 11/13/2013.  During the inspection she found it prudent to involve an engineer to assess the reparability of the wood shake roof.  An independedn experienced Professiona Engineer registered with the ***** ** ***** inspected the property on 11/13/13 and later provided a report with his assessment of the roof.  That report advised that the roof was repairable.  There was adidtional hail damages found over and above the repairs that have been made to date.  He provided recommentdations for repair of the remaining hail damage on the roof.  The estimate was prepared based on the recommendations in the report.  The estimate was prepared in good faith based on Travelers inspection findings and the engineers recommendations.  The window screen cost and installation has been included in that estimate.

Your estimate includes a column for deprecitaion. The depreciation, up to the amount you actually spend, may be claimed when the work has been completed and documentation (ie, invocies or cancelled dchecks) has been submitted. Please send this documents to Travelers office by mail or facsimile. This will help Travelers validate the amount of the expenses for related repair(s). As outline din your policy, it is important tha you must notify us within 180 days from date of loss that you will be making a claim for the depreciation. Travelers may need to schedule an appointment to review your completed repairs prior to releasing the depreciation  payment.

 

Consumer Response: I am rejecting this response. Yet again, with a blanket response. We are still not pleased with companies adjuster or their paid engineers findings. As their finds are beneficial only to keeping money for the company and serving those whom pay for there service. Independent appraiser who is not paid by the company has different findings. Travelers has been clear that we must proceed by expending our time & money to receive independent appraisers, then they seek and independent & if they don't agree they are sent to a third individual. So we are paying them for coverage & have to pay more money to seek the coverage be paid? Not a good business practice. Heads up to Travelers, 6 of our friends and family are currently cancelling their policies with Travelers since we have told our story to them. They don't want this kind of treatment.

Business Response: A response is not being sent to Mr. *********, Travelers position remains unchanged.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ON 09/03/12 I SENT MY PAYMENT OF $424 IN WITH A WRITTEN REQUEST TO DROP THE ADDITIONAL $121 COVERAGE. AFTER 6 MONTHS I GOT A BILL WANTING THE OTHER $121 AND AGAIN I SENT A WRITTEN REQUEST SAYING I ONLY WANTED THE BASIC COVERAGE. THE NEXT BILL CAME AND THIS TIME I SENT A WRITTEN REQUEST JUST TO CANCEL MY POLICY. THIS HAPPENED AT LEAST ONCE MORE. AFTER MY POLICY ENDED I GOT A CALL TELLING ME THEY WOULD NOT CHANGE OR CANCEL MY POLICY WITHOUT TALKING WITH ME. NOW I GOT A LETTER FROM ***** ********** WANTING $309! I GAVE THEM A WRITTEN REQUEST SEVERAL TIMES TO CHANGE THEN TO JUST DROP ME. I SAW NO NEED IN WASTING MY CELL MINUTES AND TIME TALKING WITH SOMEONE TO HAVE THIS DONE SINCE A WRITTEN CONTRACT TAKES SOMETHING IN WRITING TO CHANGE. I SEE NO NEED IN THEM FORCING ME TO PAY FOR SOMETHING I DID NOT WANT OR ACCEPT

Desired Settlement: I WOULD LIKE TRAVELERS TO CALL IT EVEN AND TO REMOVE THE CLAIM THEY MADE WITH ***** ** *******

Business Response:

A response was sent to Mr. ********* on January 2, 2014 from Travelers Knoxville TN Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

After a review of your account, I am writing to inform you that Travelers withdraws any additional premium due to *** ***********. Your balance with Travelers is now paid in full as you requested.  I have contacted *** *********** and all pursuits for monies will be stopped immediately."

Consumer Response:  
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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/7/2014 Problems with Product/Service | Complaint Details Unavailable
12/30/2013 Problems with Product/Service | Complaint Details Unavailable
12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During July August 2013 Travelers started soliciting me to sign with them homeowners insurance they learnt somehow that my policy is due for renewal and started calling and writing me trying to invite to switch insurer. I was stupid enough to call and during phone call lasted more than 1.5 hrs the Travelers agent asked me a million questions about smallest details about my house square footage, number of garages, roof material, number of bathrooms, kitchen countertop material etc. after I answered all those questions they E-mailed me the price of $1472.00 for one year policy. Few days later the Travelers agent called, confirmed the policy price and asked to sign for the policy starting from 08/29/2013. I told him that I need time to think. They called me 3 or 4 more times until I agreed to switch my homeowner insurance from ******** to Travelers. During last call I paid full amount of $1472.00 for 1 year policy over the phone by credit cards. Travelers sent me a letter signed by President of Personal Insurance ******* ** ************, which congratulated me with becoming a Travelers customer and included review of my policy confirmed the 1 year price of $1472.00 and explained that the price is based on full rebuild of my house for the cost of $461000.00. Two month later on 09/23/13 I received a letter from travelers, which informed me that based on Travelers agent #****** review the estimated cost of replacement of my home was increased from previous $461000.00 to $601000.00. And another month later on 10/16/2013 I received from Travelers reviewed policy, which included price increase by $388.00 to $1914.00 for even not a full year policy. This is outrageous act of cheating they solicited me to switch insurance, but soon after I signed with Travelers they increased my policy by more than 26%. This is exactly type of deceiving policy which causes American people to hate insurance companies. I cannot call it any different than attempt to steal my hard earned money. That Travelers agent estimation of rebuilding my house was at least twice of what real price of building house like mine is in ********** ** the maximum cost would not exceed $300000.00 and anyone can buy new house like mine in my area for about $350000.00. The suggestion that building house like mine would cost $601000.00 is ridiculous and dishonest it is not in ****** ** or ***** **, it is in ********* **. Just now two new houses are being built on my street and both of them cost less than $400000.00. This estimation and based on it Travelers review of my policy is fraudulent. My attempt to contact Travelers was unsuccessful: first time when I called I could not find anyone who would talk to me about Travelers standing by original estimation, which I already paid in full. Travelers agent who answered the phone promised me that customer service manager would call me, but no one called. I called again on 11/06/13 and talked to lady named *** *******, she told me that she is the highest level manager and a policy setter at Travelers, but she also refused to stand by original estimation. On my question why Travelers did not have original estimation correct she told me that this is Travelers policy to give customer preliminary estimation and get them signed for the policy and review the policy later, when it is too late and customer already has paid policy in full and cannot terminate it. But no one told me that my policy would be reviewed and increased by more than 26% when I signed with Travelers. I think that this is deceiving and fraudulent policy and federal insurance supervisory bodies should look into that policy, stop it and protect customers interests from such a predatory practice.

Desired Settlement: Travelers will stand by original price for my one year policy of $1472.00 and cancel policy price increase by $388.00

Business Response:

A response was sent ot Mr. ********* on 11/18/2013 from Travelers ********* ** Business Center:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this letter.

In regards to your Travelers home policy, it was originally issued effective August 29, 2013.  During the application process, you provided details about your property to the agent, and based on this information the policy was issued with a dwelling limit of $461,000.

We routinely inspect the homes we insure as a means of verifying that adequate limits are in place to protect the property. An inspection was conducted of your home on September 4, 2013 reflected a higher replacement cost of $600,650.  We communicated this important information to you via our letter of September 23, 2013. Effective October 13, 2013 your policy limits were amended to $601,000 in accordance with the inspection findings.

In your letter to the Better Business Bureau, you referenced that the replacement cost value of your home greatly exceeds the real estate value of other homes in your neighborhood. With your insurance policy, the estimated cost to rebuild your home is used as the basis to determine appropriate coverage amounts. We do not consider the market or assessed values since they are derived from factors unrelated to reconstructing a home. Our goal at Travelers is to ensure that the coverage afforded by your policy is adequate to protect your home in the event of a loss.  

In your inquiry, you mention your desired resolution would be for Travelers to stand by our original price for your annual policy of $1472 and cancel the policy price increase of $388.  With your replacement cost being confirmed by the onsite inspection of your home, we respectfully decline your request for additional reimbursement.

Thank you again for contacting us and giving us the opportunity to address your concerns."

 

Consumer Response:

 
Complaint: *******

I am rejecting this response because:

 

Travelers response is a clear example of the same fraudulent and deceptive policy: in my complain I did not talk about real estate assessed value of my property, but about cost of complete rebuilding or building new house just like mine in my neighborhood. I even included an example in my complain - two new construction sites on my street - the houses being built are approximately the same square footage as mine and the sale price is less than $400000.00 each. It means, that for real builder in my area it would cost to build new house just like mine about $300000.00. This is exactly the point of my complain - the inflated and fraudulent estimation of the cost of rebuilding my house.



Sincerely,

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

Business Response:

A response was sent to Mr. ********* on 12/23/2013 from Travelers ********* ** Business Center as follows:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau. We appreciate you sharing your concerns and thank you for your business through Travelers Insurance.

The replacement cost estimator that is used to calculate the replacement cost will vary from the prices of new construction. New construction homes have the advantage of a builder who has established a discounted rate for material due to the volume of building multiple homes. Also the clearing of debris preparation of a home site after a total loss is also included the reconstruction cost estimate. Your reconstruction cost is based on information provided by ******** * ************, an independent firm specializing in construction and consumer costs.

Thank you again for contacting us and giving us the opportunity to address your concerns."

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/24/2013 Problems with Product/Service | Complaint Details Unavailable
12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Referencing BBB complaint ID *******, submitted on 9/27/2013 11:35:10 AM against Travelers Companies, Inc.A freshly fabricated bill for $940.00 was received on 10/31/13.The forensic accounting tactics and fabrication of an incorrect unpaid balance months after the initial response are without merit.Find three (3) attachments: 1.The original TRAVELERS/***** bill dated 04/11/12 for three (3) policies, each Policy Period 05/01/12 to 05/01/13.2.The cleared check paying IN FULL the ** ******* *** policy (Policy Period 05/01/12 to 05/01/13)3.The newly fabricated but still incorrect TRAVELERS/***** bill dated 10/31/13 for "coverage that was provided from 05/01/12 to 05/01/13" Product_Or_Service: homeowners insurance Account_Number: ********* *** *

Desired Settlement: DesiredSettlementID: Other (requires explanation) In writing, provide a confirmation of zero ($0.00) balance due, and cease ALL mailings to me.

Business Response:

A response was emailed to Mr. ******* on December 10, 2013 from Travelers ********* ********* Business Center as follows:

"Good Afternoon Mr. *******: 

In an effort to remedy this unfortunate situation, we had requested cancellation of your policy effective May 1, 2013 in lieu of May 1, 2012.  For this error, I am truly sorry.  Due to our error, you received another bill, again, I want to apologize for this.  Below are the steps I have taken to resolve this issue:

Ø  Requested cancellation of policy #********* XXX X to be effective May 1, 2012;

Ø  Suspended any further billing for this policy;

Mr. *******, I would like to thank you for your patience with this issue and we will have it resolved soon.

If you have any further questions or issues, please don’t hesitate to contact me."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 6th 2013 my *** **** *** daughter was injured and I was told by travlers insurance adjuster that there would be an investigation on her being ******. In june of 2013 The adjuster contacted me saying that she did her investigation and decided thatthe coffee was not too hot my daughter was very young and her skin was very delicate and to forward all medical bills, lost wages, food, lodging, and anything pertaining to the accident to her. I recorded every conversation and have proof of all email interactions. I provided proof of all she asked. My daughtet dr bills are over 30, 000 and the other loss like lost wages and lodging are are over another 30, 000. They only offered to pay 12, 000 I asked to speak to her supervisor because after I sent all the bills for reimburstment. They told me that I could no longer contact them by phone . I sent demand letters and I also sent letters requesting that they honor what they told me. My family suffered greatly and my daughter is left with permanent scaring fornthe rest of her life. Iasked her supervisor to justify the low settlement she said she ddon't have to I then asked her to put it in writing and she said absolutely not. All I ask is to honor the agreement and pay what is owed.

Desired Settlement: Pay all medical bills, lost wages, travel, lodging and 3 times pain and suffering plus including general damages in the amount of 375, 000

Business Response:

A response was sent to Mrs ***** on October 23, 2013 from Travelers ************ Claim Service Center:

A settlement offer was previously made, in good faith. this offer was rejected by Mrs ***** and no reduced counter demans have been made by Mrs *****.  Travelers will continue to be willing to discuss possible settlement proposals at this time.   

Consumer Response:  
Complaint: *******

I am rejecting this response because: Travelers insurance are displaying unethical negoating practices, pressure settlement tactics,and are denying liability but are contractdicting them selves by offering 12,000 dollars for an injury that they know they are responsible for. they are admitting to fault to the bbb by saying that they offered a good faith settlement when my daughters doctor bills and other bills that incured from this incident are well beyond 12,000. I also lowered my settlement amount on 10/24/2013 by 20%  from the 375,000  and demanded the sum of 300,000. I am willing to negociate a settlement that we both can agree to. as I am looking at the date and time of the reply from traveleres ther are very deceptive because they claimed that I did not make a lower counter offer and I have proof that I sent the counter offer. I am uploading the information that was sent to me and my response. Trvelers responded to this compliant on today 10/31/2013 at 3:09:29 pm and they received my email with my full cooperation to be willing to negociate.

Sincerely,

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

Business Response:

A rresponse was sent to Mr. ***** on November 15, 2013 from Travelers ************ Claim Service Center:

"As we have stated in previous correspondence, ******* denies any and all liability concerning the above referenced claim. In giving consideration to any settlement proposals, ******* and its insurers do not admit liability whatsoever nor waive any defenses. Any efforts to resolve this matter were, and are, an attempt to resolve a disputed claim.

To confirm, we extended an offer of $12,000 to resolve this matter and that offer was rejected. In response to your latest inquiry we have given this matter further discussion and consideration, and we are unable to offer you anything further to resolve this disputed claim."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am outraged by my experience over the past five months regarding Travelers Property Claim *******. The claim is for damages caused by the explosion of a water heater in an upper unit in my condominium building. The uncontained water spillage resulted in serious damages to my apartment as well as to five other units. Whereas the condominium building’s master policy insurance assessed and partially settled some of the damages in two weeks, it took my Travelers insurance two weeks to simply show up and another five months to have a knowledgeable person contact me by telephone. And this only happened after I issued a complaint to a Traveler’s VP, **** ******, on Thursday, November 14th. In addition to unacceptable customer service – including twice losing my receipts and contractors information -- Travelers tried on several occasions to obtain the terms of the settlement with the condominium building’s master policy insurance from my building manager without asking me first. The manager refused to share this private information and advised Travelers to contact me. I do understand the need for Traveler to investigate the claims and support the efforts. However, I find the act of trying to secure clients’ private data from a third party unprofessional and unacceptable. I was outraged when Travelers replied: “This is a procedure often used by our insurance claim representatives, and considered natural part of the Investigation.” I have been a loyal customer of Traveler Insurance for several years through my car and home owners’ insurance. I expect better quality service. Instead, I received poor quality services at a time when I needed them to deliver the service for which I paid. I trust this complaint will be investigated and remain open to answer any questions.

Desired Settlement: I would like to see that after an insurance event, Travelers approaches the client with positive suggestions and instructions. Secondly, rather than "nickling and dimming" provide much needed support not on 137 day after the event but in the first week.

Business Response:

A response was sent to ****** ***** on November 21, 2013 from Travelers ******** ***** ******* ****** as follows:

"I am following up on our conversations over the past weeks and responding to your inquiries with our Consumer Affairs department and the Better Business Bureau.

On May 26, 2013, you informed Travelers that your condo had been damaged by a May 21, 2013 water leak in your neighbor’s unit.  After corresponding via email on several occasions, we conducted an inspection of your condo on June 5, 2013.  During that inspection, we confirmed the nature of your loss and discussed Travelers’ role in your claim and the need to identify the portions of your loss covered by your condo building’s master insurance policy.   

During the summer, we spoke several times regarding your concerns about the structural repairs being made by the your association’s contractor, whether your neighbor (who caused the leak) had insurance, and repair estimates and invoices for damages to your unit. In September, we asked both you and your condo’s property manager for a copy of your condo building’s master policy’s estimate of your covered damages, so that we could determine what damages remained to be reimbursed by Travelers.  When we received that estimate on October 11, 2013, we began comparing your repairs with our observations from inspecting your unit and your condo association’s insurer’s observations.  On October 25, 2013, we sent you a settlement proposal based on our understanding of the loss. Based on your e-mailed feedback regarding that proposal,  we continued to investigate the costs presented to us.

We held a conference call on November 14, 2013 in order to further that conversation.  At that time, we discussed the master policy insurer’s estimate of your loss and additional items to submit to that insurer for consideration.  We also discussed items being covered by Travelers and our expected payment for your covered items. We reached agreement regarding Travelers’ payment to you for work performed to date and established a protocol for any additional damages that may arise.

The next day, I followed up with you regarding your inquiry via the Consumer Affairs department at Travelers. During this conversation, you expressed concerns about the length of time that passed before resolution of your claim with Travelers.  I understand your concerns regarding this issue and agree that Travelers needs to express clearly its need for documentation and the relationship between your condo policy and your building’s master policy.  You also expressed concern that our adjuster spoke with your building’s property manager about your loss and documentation that Travelers needed.  I appreciate your feedback regarding these contacts.  As we discussed, we spoke with your building’s property manager as part of our loss investigation because the building’s master policy was implicated by your loss.  We regret any confusion this communication caused and want to assure you that the only intended result was to obtain documentation to allow us to understand your loss and provide as swift a resolution as possible for your claim.

I understand your frustration with the claims process. I believe that we are now agreed on a clear plan to resolve any outstanding issues, and Travelers has issued payment for your covered damages known at this time.  I sincerely hope that our conversations have addressed to your concerns."

Consumer Response:

 
Complaint: *******

I am rejecting this response because:

First, I dont know who "We" really is. To my knowledge only three type of type of people are allowed to speak in "We" terms.  I only spoke to Mr ******* once - 137 days after the claim was made.  The 136 days I spoke to the voice mail of a claim representative or an otherwise iiresponsive claim representative.  Despite of my copying Mr. *******, he did not respond until the end.

Second, and the most crucial element of this compalint, is the fact that the information was allegedly lost several times by Travelers and that the insurance claim representative company unsuccefully attempted to obtain information through back chanels. Both chanels would call me and ask: "Are they not your insurance company? Why are they calling us?"

These two complaints does not appear to be answered by the "We" lettter.

Sincerely,

****** *****

Business Response:

A response was sent to Mr. ***** on December 10, 2013 from Travelers ******** ***** *******

"I am writing in response to your December 6, 2013, rebuttal to Travelers’ previous letter via the Better Business Bureau, referencing the complaint number listed above.  I would like to take this opportunity to address the points you referenced in your response.

Initially, you inquired about the use of the word “we” in our response letter. The use of the word refers to Travelers and any Travelers representatives you have spoken to, including but not limited to your claims professional, me, and any other employees at Travelers who have met with you at your property or spoken with you over the phone. I hope that helps address any confusion over the use of the word.

Regarding your concerns about needing to provide information multiple times, I understand your concern. I appreciate your frustration that resulted from multiple requests for documentation, and I apologize for any inconvenience this has caused.

With regard to your concern about Travelers’ contacts with other parties regarding your claim, we have discussed that these contacts to your condominium association’s property manager and the association’s master policy claim were required to acquire needed details about your loss.  In particular, we needed to speak with these parties regarding the condominium’s association policy.  It is commonly-accepted practice to contact these parties to obtain information, and was done in order to more swiftly resolve your claim. Once again, I regret any confusion or inconvenience that this has caused.

As noted in Travelers’ November 21, 2013, response to you, we have reached an agreement regarding the outstanding elements of your claim and have provided an explanation setting forth how Travelers plans to resolve all currently-outstanding aspects of your claim. Should your circumstances change, or you have additional questions, I remain available to discuss the claim with you."

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/16/2013 Problems with Product/Service | Complaint Details Unavailable
12/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I bought or first home in September of 2008 and decided to go with Travelers for or homeowners insurance. We felt it was a well known company and their rates were great. Our premium started at $522/year. We decided we also didn't ever want to miss a payment by mistake so set it up for our insurance to be paid by or mortgage company from our escrow. Im stating this because I feel it plays a huge role in us getting overcharged and basically taken advantage of over the past couple of years. The first few years when we received ourpolicy documents, everything looked to be about the same. A very small increase but nothing to concern ourselves with. Well, much to my surprise, in 2010 our premium jumped to 833/yr, in 2011 to 1227/yr, in 2012 to 1622/yr, and finally in 2013 to $2175/yr. I was utterly shocked but it now made sense why our escrow had gone negative, which caused our mortgage payment to go up approx $70/month. When I called for explanation, all I got was that it could be the rates went up in our state, or our credit has maybe changed. They also took it upon themselves to up our property coverages by approx $100,000 dollars. Our house was built in 1954 and we haven't upgraded a thing since we bought it. I am beyond disgusted that we are victims of such fraud and am actually considering taking legal action. My husband and I are in the process of switching to another company, but are still fully expecting reimbursement for what we have been overcharge over the past 4 years.

Desired Settlement: I want refunded in full for money I was overcharged on my policy premium each year since 2010.

Business Response:

A response was sent to Mrs. ***** on November 21, 2013 from Travelers ********* ** Business Center as follows:

"Thank you for your recent inquiry to Travelers and The ***** Insurance Agency through the Better Business Bureau.  We thank you for being a customer for many years and appreciate the opportunity to review your concerns.

I am writing to clarify on our information used in the rating of your homeowner’s policy since the inception effective September 26, 2008. I reviewed your policy and this is what I found:

During the application process, you provided details about your property to the agent, and based on this information the policy was issued with a dwelling limit of $137,000.

  • An inspection of your property was conducted October 9, 2008 and reflected a higher replacement cost of $173,652.
  • We communicated the information gathered from the inspection to you via our mailed letter including the policy change declarations on November 11, 2008. Effective November 11, 2008 your policy limits were amended to $173,500 in accordance with the inspection findings.

  • The policy renewed effective September 26, 2009. The dwelling coverage was increased to $177,000. We include notice on your policy declaration that the limits are adjusted at each renewal to ensure that your coverage is adequate to replace your home in the event of a loss.  This change is in accordance with the Inflation Coverage provided by the policy and it is based on information provided by ******** * **********, an independent firm specializing in consumer and construction costs.  This inflationary increase in the dwelling limit impacts your premium.

  • The policy renewed effective September 26, 2010. The dwelling coverage was increased to $182,000 to adequately reflect updated rebuilding costs.
  • The policy renewed effective September 26, 2011. The dwelling coverage was increased to $187,000 to adequately reflect updated rebuilding costs.
  • The policy renewed effective September 26, 2012. The dwelling coverage was increased to $194,000 to adequately reflect updated rebuilding costs.
  • The policy renewed effective September 26, 2013. The dwelling coverage was increased to $200,000 to adequately reflect updated rebuilding costs.

In recent years the cost of insurance has been influenced by a combination of factors. These include the frequency and severity of weather events across the country and increases in construction prices.  In response to these issues, Travelers implemented changes to our rates in the state of ******* which was a factor in the premium increase you experienced.  Please note that these revised rates were applied consistently to all ******* policyholders, but the premium impact varies based on individual policy characteristics.

We provided a renewal offer annually that reflects the current policy limits. Our records show that we also reviewed these limits when you contacted us November 17, 2013.  It is only recently that you have asked us to revise your policy and in reviewing our records November 17, 2013 is the first contact we have had with you since your policy started in 2008. We are willing to comply with this request; however, we do not find that this change should be made retroactively, nor is it our practice to do so.

Mrs. *****, you are a valued customer and we are most appreciative that you have allowed us to protect your property for many years. However, we are unable to comply with your request for reimbursement of premium. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I acquired an insurance policy thorough a broker and was not quoted properly. Consequently, Travelers insurance is demanding triple initial quote. On May the 13th 2013, I went to a ***** ****** **** a insurance broker. I was given a quote of approximately $223 a month and accepted it; however, a month into the policy Travelers Insurance company conducted an a phone interview. Travelers asked many questions involving household members and then proceeded to add them to my policy: therefore, exponentially increasing my premium. Although; the people added live at the same address, they are separated by different apartments. Nonetheless; Travelers proceeded to add those people to my policy, pushing the premium beyond my budget and was NOT notified of that until the bill arrived. Travelers Insurance company has been very uncooperative in negotiating a settlement. The policy number I'm disputing is **************** for Travelers Insurance Company for a 2002 ****** Grand Viatra. Travelers Insurance company has now proceeded to submit this issue to a collection agency. Consequently, this is on my credit report while in dispute.

Desired Settlement: I would like to pay for what I was initially quoted and no more($223). I did use the policy; however, immediately obtained alternate coverage once I was aware of the situation.

Business Response:

A response was sent to Ms ********, November 22, 2013 from Travelers ***** ***** Business Center, as follows:

"We are in receipt of your inquiry that you submitted to the Better Business Bureau regarding your automobile insurance policy with Travelers ********** ******** *******.

A review of your policy reveals that the application submitted by the broker to the *** **** ********** Insurance Plan reflected you, ****** *. ********, as the only person listed for this insurance policy and there were no accidents disclosed.  The application reflected a quoted premium of $1576.  The quote was based on yourself as the only driver and no surcharge.

Travelers ********** ******** ******* conducted a telephone interview with you on June 12, 2013 at 12:24 pm.  During the interview, you revealed that the 2002 ****** is titled to and primarily driven by your cousin, *** ** *****.  You also revealed that your cousin, ***** ** *****, is a household member.

We issued the policy at a premium of $4,722.  Our policy premium was issued reflecting surcharge for your two accidents that are listed on the CLUE report, *** ** ***** as the titled owner and principal driver of the vehicle, and ***** ** ***** since she was disclosed as a household member.

We cancelled your policy effective July 30, 2013 per the request of your finance company, ******* ******* ******* *******.  This cancellation resulted in an earned premium of $575 due to Travelers ********** ******** *******.

 On November 15, 2013, you provided us with proof that ***** ** ***** had her own insurance and then on November 19, 2013, you provided us with proof that you had replaced your insurance with another insurance company effective June 20, 2013.  We revised the policy premium to delete ***** ** ***** effective May 16, 2013 and to cancel the policy effective

June 20, 2013.  These changes resulted in the earned premium due to Travelers reducing from $575 to $23.  A new bill has been generated to you reflecting the $23 is due by November 27, 2013."

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Problems with Product/Service | Complaint Details Unavailable
12/6/2013 Problems with Product/Service | Complaint Details Unavailable
12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,I filed an auto insurance claim (*******) and brought it to the auto body shop of my choice as instructed. After they received the quote travelers decided to use after market parts when contacted about it they said it is at there sole desecration to use them as stated in the contract. Which I agree with BUT in the contract they also state the return the vehicle to pre-loss condition which they are failing to do if they use aftermarket parts. Since they are taking an OEM part and replacing it with a off brand part the vehicle is not being replaced to pre-loss condition. That is a violation of the contract on their end. In ***** ** ***** **** case the plaintiff had a similar issue and was awarded the settlement. I understand travelers is not ***** **** but the same settlement could be reached if judicial proceedings happen. Which I may have to consider to persue. I also feel like the attorney general of Florida needs to be notified as well, since they are breaking their own contract. I would like OEM parts used on my car. They do not have to be new but they have to be OEM or im not receiving pre loss condition. This is ridiculous I cant believe travelers would treat their own policy holders like this. Thanks.

Desired Settlement: I would like OEM parts used on my car. They do not have to be new but they have to be OEM or I'm not receiving pre-loss condition.

Business Response:

The ***** ****** complaint ******* was responded to on 11/12/2013, from Travelers ******* Claim Center:

This letter is in response to your Better Business Bureau inquiry.  I have enclosed a copy of the personal automobile policy for your review and have highlighted the below referenced sections.  As previously advised, your policy specially states the following:

                                     

Limit of Liability

Our limit of liability for loss will be the lesser of the:

1. Actual cash value of the stolen or damaged property; or

2. Amount necessary to repair or replace the property with like kind and quality.

Therefore we have written the appraisal per the terms and conditions of the personal automobile policy.

At this time, I am also referring you to the Appraisal clause in the policy:

Appraisal

A.    If we and you do not agree on the amount of loss, either may demand an appraisal of the loss. In this event, each party will select a competent appraiser. The two appraisers will select an umpire. The appraisers will state separately the actual cash value and the amount of loss. If they fail to agree, they will submit their differences to the umpire. A decision agreed to by any two will be binding. Each party will:

1.       Pay its chosen appraiser; and

2.       Bear the expenses of the appraisal and umpire equally.

B.     We do not waive any of our rights under this policy by agreeing to an appraisal.”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Insurance company refuses to honor their contract agreement and falsely claimed they had a limit on repairs due to depreciation. I recently had damage to my home due to a large tree falling on my roof and causing mutilation to a variety of areas of my home and personal property in my yard. As with any claim, we contacted our insurance company only to find that it took them two weeks to respond back and with no explanation for why it took so very long. In my opinion and those who came to provide an estimate, which I did on my own because I was not told anything by the appraiser ********* *****, was an urgent matter since the tree destroy part of our roof and went all the way through our master bedroom. Sadly, when the appraiser arrived from Travelers Insurance we were even more dismay. He had no ladder to check the roof nor any tools to access the proper that had been damage. His stay was rushed and my husband had to assist him in climbing up on the roof. Needless to say, he missed item after items. It was a poorly executed appraisal and we still had to wait for a reply. I had to call several times to find out what had happened to the estimate. I secured four estimates, and each told us that the appraiser did not include a variety of things and that they had other complaints about appraiser/adjusters who tried to save money for the company by offering a ceiling to a claim. With this information, I contacted the appraiser once again and he sent me a new estimate adding some of those missed items. He never returned to truly do a thorough estimate, he told my husband that if he appraised our damage beyond three thousand dollars that Traveler's would force him to depreciate the property and we would receive less that the three thousands dollars. We are extremely disappointed in Travelers Insurance and their agent. This kind of illegal and unethical tactics are in violation of the law and can be litigated. We are still waiting for Mr. ***** to respond to my last email. I have attached a couple of emails to verify my complaint. From: "*****,******** *" <******@*************> To: ***** ****** <************@***********> Sent: Wednesday, August 21, 2013 8:24 AM Subject: RE: Copy of Estimate Good Morning Ms. ******, If your contractor believes that the estimate drafted by Travelers is incorrect, please have him forward me a copy of his estimate so that I can review it. This will allow me to determine what additional items may be needed. Also, please have your contractor contract me so that we may discuss the replacement costs and where they are located within the estimate (prices are found in the line items themselves and on the summary pages at the end of the estimate). As we discussed yesterday for any additional damage that was not discovered during my inspection (siding, lawn mower) please take photos of the damage and forward them to me so that I may add them to your claim file.</************@***********></******@*************>

Desired Settlement: We want to have funds to replace the air conditioner unit damaged, the full cost for the siding, the refunds for the damage deck, the frame around the door, and the full cost for the roof area.

Business Response:

A response was sent to Ms ******, 11/13/2013 from Travelers ********* Claim Service Center:

"*** ********* **** *** ****** ********* ******* (hereafter referred to as “Travelers”) acknowledges receipt of your complaint dated October 31, 2013 in which you questioned the handling of your claim and the scope of damages included in our estimate for repairs.

Thank you for speaking with me today concerning your claim. You (Mrs. ******) had several concerns about your claim to include the following:

1.   Lack of a thorough inspection by adjuster.

2.  Scope of damage estimated by adjuster appeared to be inaccurate.

    3.  Depreciation threshold being used to determine scope of repairs appeared inappropriate.

4.  Cashing of claim payment issued could jeopardize your ability for a future adjustment of claim.

We discussed all of the above during our call today which includes the following action plan:

1. Your claim will be reassigned to another adjuster who will meet with you and your contractor to address all areas of damage to your home due to the tree impact that occurred on August 12, 2013.  Our estimate will be adjusted to reflect the full scope of damage agreed to on site with your contractor. Your adjuster will ask that you forward your contractor’s estimate for his/her review. 

2. We will inspect all contents damage that has not been addressed to include but not limited to your chest and nightstand in your bedroom.

Please note that your deposit of your initial claim payment does not waive your right for future payment under this claim. Per your HO-3 (10/06) homeowner’s policy as amended by your HO-85 (12/08) Enhanced Home Package endorsement, the threshold for depreciation to be applied to your claim is $2,500 for both contents and building damages. If your damages exceed this amount, depreciation will be applied until the repairs are complete and cost incurred.

Having received notice of your claim, we are required by ********** ******************** ****************** law to advise you that there is a statute of limitations applicable to claims arising out of the insurance contract. Other state laws if applicable may vary.

I thank you for allowing us the opportunity to address your concerns. We value you as our customer and should you have any questions regarding your claim, please feel free to contact me at the number listed below.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit on 10/22/2013 in the parking lot of ********. The police called ********* towing company to pick up my car . I took pictures of my car while it was being towed. The insurance comapny called me and asked who did i want to make the repairs. The insurance company told me that they had a contract with ****** collision. So i decided to go with them. The insurance company and my self was on three way giving ****** collision permission to pick my car up. I have a 2013 Chry 200. I purchased my car November of 2012. ****** collision called **** ***** towing to pick up my car. On Friday 10/25/2013 I went to sigh papers so that ****** could start the repairs. A man name ***** took me outside and showed me a scratch front center on the trunk and a mark on the door on the passenger side. He told me that the scratches was there when they got my car he said they were pre existing mark. I told him that my car did not have any marks prior to getting hit. ****** said he would call ***** from the insurance company. I called ***** and told him that my car did not have any marks prior to it getting hit. He wnt to see the car and told me that he was not going to cover the damages. He advised me to call the towing companies. I called ********* towing and spoke to Mr. * ******. Mr. ****** told me to have the Insurance company call them. ***** fro ****** said he would have **** ***** towing call me. ****** gave me an estimate of $538.00, they said they did not have a problem doing the repairs as long as some pays for it. I sent ***** from travlers pics from my phone of the door. I did not take any pics of the trunk. ***** claims since the marks were not here at the time of the accident that hey are not responsible. I did not get paid for wages lost. Mr. ***** said because I was not in the car at the time of the accident. I was called on Friday at aroung 3:00 form travlers telling me that my car was repaired and that I had to return the rental car. I had death in my family.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for my car to be returned to me the same way it was before it was hit while being parked in the Parking lot at ********. I don't beleive that this is being handled correctly and I should not have to pay oout of my poket for the repairs. I called **** ***** Towing yesterday. **** has not returned my call Mr. ****** from ********* towing was suppose to go see my car yesterday. I did not hear any thing from them yet. What should I

Business Response:

A response was sent to Ms ******, November 18, 2013 from Travelers ********* ** Claim Service Center:

"*** ******* *** **** ********* *******, hereinafter referred to as Travelers, received your inquiry on November 15, 2013. Thank you for taking the time to contact Travelers and offer us your perspective on the damages to your vehicle, the 2013 Chrysler 200. In response to your inquiries, we have reviewed your claim again and offer this letter as our response to the additional damages you are claiming to your vehicle.  

As a result of this loss, the impact to your vehicle occurred to the front of the driver’s side.  The damage was contained to front bumper, front headlamps, grille, radiator support and hood. At your request, we reviewed the submitted photo of the vehicle from the scene of the loss that you indicate shows that the chip on the right front door was not present at that time. The angle of view and distance of the photo make it difficult to determine if the chip was present or not. As we discussed, you assert that this chip and subsequent scratch on the deck lid possibly occurred as a result of the vehicle being moved from the scene of the accident by *******’s Towing or to ****** Collision by **** ***** Towing. In both instances, Travelers was not in care, custody or control of your vehicle and cannot be held responsible for damages incurred at that time.

In regards to the claimed lost wages, Travelers has not received any supporting documentation to date. If you submit your documentation we will review it for consideration. When you advised Travelers of the extenuating circumstances we did extend the rental to work around your flight schedule.

It is our obligation to pay, on behalf of our insured, all claims for which our insured is legally liable. Based on the all the information available to us, our insured is not legally liable for the scratch on the deck nor the chip on the right front door of your vehicle. We have determined that both were not damaged in the accident."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Complaint Details Unavailable
11/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a statement from Travelers Insurance Company through **** Associates in ******* ** stating I owe $41.00 for the cancellation of auto policy *********.This is another imaginary fee drawn up by insurance companies to penalize customers.

Desired Settlement: A refund of $41.00.

Business Response:

A response was sent to *** *****, 11/4/2013, from Travelers ***** ***** Business Center via email:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  We appreciate you taking time to share your concerns and I am writing today to follow up on your inquiry.

I was sorry to see we lost the opportunity to continue your business through **** ********** ***.  After a careful review of your account, we have amended the outstanding balance on your policy to $0.  We regret any inconvenience this has caused and again are sorry we lost your business."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2013 Billing/Collection Issues | Complaint Details Unavailable
11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September of 2002 i purchased an insurance policy for my mothers house from Travelers Insurance Company. My mother departed several years ago and i continued to pay for the insurance policy. The house was then occupied by my youngest sister ****** ******. My sister did not communicate in any way with me. i also could not enter the residence. It became a problem because of her refusal to uphold our verbal contract.i was forced to go to court and get an order to evict her from the residence.In the month of July 2013 she evacuated the house and i decided to refurbish it. Upon my inspection of the house. i noticed plumbing issues,cracks within the foundation, water damages, and mold throughout the house. The roof of the house had an accumulation of debris from the trees inside the yard. After viewing the house, i filed several claims to have the house reconditioned. ******* *****, the inspector representing Travelers Insurance Company met me at the house. He assessed the damages, took pictures and made several comments about the fixtures. I informed him my main concerns where the plumbing issues, foundation, and the roof. Which were all covered under my policy. Several days later i received a phone call from ******* *****. He stated that my claims were denied and the reason was because there had been no recent storms to have caused the damages to the property and that he would be sending me a letter certified through the mail detailing why my claims were denied. He also state i should talk to my agent, ********. After calling and talking to my agent, she gave me a phone number from *** ******* for a manager representing Travelers Insurance Company. Personally it felt like i was going in circles. He had me calling a bunch of people. Every person that i called referred me back to him. In the end, i didnt receive any answers to my questions nor a resolution to my problems. i was in such disarray. My mother worked so hard to own that house and it was upsetting to me my sister would leave the house wrecked and almost impossible to live in. At the same time, i was grateful that i purchased an insurance policy to be able to protect and rebuild what she worked so hard for. The main purpose of having insurance policies, to protect , and rebuild, or replace what so many of us have worked hard for. I feel that Travelers Insurance Company has scam me, for so many years. I have paid my hard earned money to them, and they are refusing to protect and recondition a house that is covered by their policy.

Desired Settlement: Would like to have my for the claims or the money that i invested.

Business Response:

A response was sent to Mrs. *******, November 6, 2013 from Travelers ***** Claim Center:

"We received the above referenced claim on August 5, 2013 and made contact the same day. The inspection took place on August 9, 2013 with Mrs. *******. Our inspection confirmed interior water leaks in multiple rooms, which prompted a roof inspection. The roof inspection confirmed no storm damages, which is a requirement under the policy to afford coverage for interior leaking.

In addition there were other damages noted to the property and we advised Mrs. ******* that any consideration for these other damages should be discussed with Mrs. *******s’ agent to determine the best course of action and if additional claims would be the best option.

As of this response letter, no additional claims have been filed for the other damages observed during our inspection, which were not part of the same occurance as this claim being filed for interior water leaks from the roof.

We have provided a full explaination to Mrs. ******* in the form of a coverage letter, on August 15, 2013. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have two insurance policies (two separate properties) with Travellers for over 10 years. At approximately $1600/year yeach, that's over $32,000 I paid to the insurance company in the past 10 years. This year, I unfortunately had two issues resulting in claims: 1. A racoon which got into my attic in April, and 2. The water pressure regulator broke in my crawl space in August. Those were the only two claims I have filed during the entire length of the policies. After deductibles (at $1000/incident) the total payout was under $2500. Immediately after the second incident, I received a letter from Travellers stating that it would no longer renew my policy, forcing me to find another carrier. That turned out to be an almost impossible task. None of the major carriers I called would even consider writing a policy after learning that I had two claims. I realize that the Travellers needs to make a profit, but I think the company has profitted very well in my case, and I think that it is unreasonable for it to put me in a position where it was nearly impossible for my to insure my home.

Desired Settlement: I wish Travellers would consider contacting me to discuss options for continuing insuranace, rather than just decide not to renew the policy and leave me out cold.

Business Response:

A response was sent to Mr. **** on October 18, 2013 from Travelers ********* ******** ******:

"In your correspondence, you have questioned the nonrenewal action taken due to losses. As explained in your policy jacket, provided sufficient notice is given, we may elect not to renew your coverage at the policy anniversary. As industry statistics have shown that past losses are predictive of future claims, our underwriting staff conducts a periodic review of the specific claim activity of our policyholders. In your case, my records reflect that you have experienced a total of two losses within the past three years. Our underwriting guidelines stipulate that in order to be eligible for our current home program, there cannot have been more than one loss within the three year experience period. As a result, your policy was non-renewed effective September 30, 2013.

While I understand and empathize with your disappointment I cannot reinstate your policy. Please know that action taken is based on our filed rules and rates in the state of ******** which apply to all policyholders regardless of the number of years insured with Travelers."

Consumer Response:

 
Complaint: *******

I am rejecting this response because:

All "losses" are not the same, and I feel like Travellers is treating my two claims (racoon in attic, and water pressure regulator break) as though they are related. I understand if I keep claiming water damage to the house, then it would predict that I will continue to experience more of such. However, I fail to understand how having a racoon entering the house would predict anything else.

Sincerely,

**** ****

Business Response:

A response has been sent to **** ****, 11/1/2013 from Travelers ***** ***** ******** ******:

"Thank you for your recent inquiry to Travelers through the Better Business Bureau.  I appreciate having the opportunity to address your inquiry in this email.

I am writing to clarify on our information used in the non-renewal of your policy in regards to filed claims and our underwriting guidelines. For a home to be eligible for a Travelers****** home policy there must be no more than one loss within a three year experience period. The residence at ** ***** ** ********* ** ********** has had two separate claims as listed below within the last three years.

April 26, 2013 - Raccoon in attic of home that caused damage to roof. Amount paid $*******

August 4, 2013 – Water pressure regulator replaced, broken main valve causing water damage to crawl space. Amount paid $*******

We do not view the two claims listed as related claims as they occurred on two separate dates. The only relation they have is the both occurred at the residence at ** ***** ** ********* ** **********."

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Numerous bills in piecemeal fashion have been received from TRAVELERS with regard to homeowners insurance, specifically on two (2) separate policies. Originally TRAVELERS provided coverage on three (3) properties, however one (1) property was canceled by customer due to transfer of ownership. TRAVELERS illegally lapsed insurance coverage 1+ months early on the remaining two (2) properties due to their claim of non-payment. Copies of cashed irrevocable trust checks paying the premiums on full were provided numerous times, demonstrating that the lapsed policies were paid in full upon receipt of invoice. Further attempts to clarify and demonstrate that home owners insurance policies were all were paid in full (cancelled irrevocable trust checks provided numerous times) upon receipt of billing have been received with collection notices and evasive tactics, and forensic accounting (without proof)and collection company billing form two (2) separate agencies to confuse the issue.

Desired Settlement: Written confirmation on TRAVELERS letterhead which clears this former TAVELERS home owners Account No. ********* from all debt claims and removes all traces of erroneous billing and collection claim amounts from two (2) separate credit collection company files in the amounts: $233.29 and $221.71 which total $455.00

Business Response: A response was sent to Ms. ******* on 9/19/2013, from Travelers ********* Service Center, due to Travelers receipt of a direct complaint from Ms. *******.   She responded via email to Travelers ********* Service Center, and a subsequent response was set to her on 10/10/2013.        Based on the 9/19/2013 response, Ms. ******* had not submitted 'proof' to Travelers that she sold home to her son, in order for Travelers to use the date of sale as the cancellation date of the policy.  Two other property policies were cancelled for non-payment.   The issue was resolved when Ms. ******* submitted the 'proof' documentation and the cancellation date was corrected to 4/27/2012.  All collection activity has been stopped on the two prior policies, and two new policies have been issued.

Consumer Response:

 
Complaint: *******

I am rejecting this response because: 

The core issue in this situation is that two (2) policies (** ******* *** and ** ********* ******, both ******** NY) were prematurely cancelled due to the incorrect claim by ***** / Travelers of non-payment. Proof of this was sent numerous times via the cleared ******* *** **** checks in the full amounts of the two (2) policy premiums.

The premature cancellations forced me to solicit insurance coverages from another company, which I was able to find by June 2013.

Regarding 'proof' of ownership transfer of the third property, I have the right to carry insurance with any company I want to and am not obligated to carry a certain company's policy.  I submitted a notice in writing (which accompanied a premium bill payment) for cancellation of ** ********* *** policy as well as confirmation via phone calls.

The resolution I require is to ensure the complete stoppage of collections for payments which were already made, and to remove any new policy coverages by ***** / Travelers insurance that are in my name.  I do not need home owners coverage by ***** / Travelers any longer.
Sincerely,

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

Business Response:

An email response was sent to Ms. ******* on October 25, 2013 from Travelers ***** ***** Business Center:

"In regards to your suggested resolution, Travelers/***** agrees to cancel active insurance policies for the addresses of  ** ********* ** ********, NY ***** and ** ******* *** ********, NY ***** effective May 1, 2013 and stop all collection efforts."

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service | Complaint Details Unavailable
11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers increased my auto insurance premium from $729 to $1068 in one shot!!!When I called the company, they said that I was not considered a 'Safe Driver' because of a moving traffic violation and the rates in my area also went up. When I asked to break down the amount that was increased because of the traffic citation or the premium increase in the area, they refused to answer that telling me that it is a 'proprietary information'.I have been with Travelers for 17 years and have not made a single claim. So, such arbitrary increase in insurance premium (or secret method of calculating premium) prompts me to look elsewhere. Travelers, you are nothing but a bunch of looters!!!

Desired Settlement: I would like to know exactly how much of the increase in my premium ( a 47% increase in premium) is because of my loss of 'Safe Driver Advantage' and how much is because of increase in the rate of premium in my area as they claim. This is NOT a 'proprietary information' as the customer representative claimed. As a consumer, I should be able to know what I am paying for.

Business Response:

A response has been sent to Mr. ***** on October 25, 2013 from Travelers ***** ***** Business Center:

"I am aware that your premium increased significantly and can understand that this is upsetting to you. It can also be frustrating to be told that we are unable to provide you with the level of detail that you expect when it comes to our methodology for rating policies. I would like to provide you with information that may provide better insight for our approach.

Based on your long term association with us, and your outstanding prior record, I believe you might agree that Travelers structures its rates in a way that is designed to heavily reward customers with favorable history (accidents, claims, violations). This means that – on top of what was already a price that we believe is very competitive in the marketplace – you received additional significant benefit by virtue of your “clean” record. This benefit is largely reflected in the “Safe Driver Advantage”.

In your specific case, your policy is no longer eligible for the “Safe Driver Advantage”  because of the moving violation of December 21, 2012. The literal name of the term notwithstanding, the removal of the “Safe Driver Advantage” is not meant to imply that you are not a safe driver. Surely, you have demonstrated that you are over your 17 years with Travelers. However, we have an obligation to apply our rate plan consistently and uniformly to all policyholders and to do so, we can longer provide this benefit to those who no longer qualify.

In addition to the removal of the “Safe Driver Advantage”, the violation has impacted the rating in an additional way. Similar to other insurers, our rating plan includes a surcharge on policies as the result of certain new incidents, including moving violations.

I know that you were also advised that Travelers introduced revised, higher rates since your policy last renewed and that this was also a factor in the higher premium. While this is accurate, I want to be clear about the fact that the rate increase played only a minor part in the overall increase – approximately 6-7%. The removal of the “Safe Driver Advantage” and the surcharge were clearly the driving factors behind the increase."

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service | Complaint Details Unavailable
11/7/2013 Problems with Product/Service
10/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a loyal travelers customer while insuring home and cars thru them for last 3 years. I left them back in April. They wanted me to send a proof of my new insurance on an email. This email address is incoming only & they never responds to any questions like if they received documents or not. Even though I sent proof of insurance few months later they mailed me a invoice for Auto insurance asking for pending payment. Upon calling them, they said they only received cancellation request for Home insurance & not auto. Right away I got on a conference call with travelers agent & my auto insurance company. The new insurance company happily faxed them proof of insurance. However, by mistake a proof of insurance was sent with latest date (not back dated). This was a pure mistake as the agent already talked about start date of insurance on phone. Without calling or emailing me, they directly sent a collection notice & complain to department of motor vehicle stating i don't have insurance. Now, I had to go thru all these stress of working with *** & collection while I still didn't owe them what they were claiming & they eventually adjusted after I called them again & again asking if they received proof they wanted (they would never call, email or communicate). During the entire process, I told them to email/call me before if there is a lack of communication but instead they would want me to keep calling them & explain the matter again and again to their agents. Spent hours & wasted so much of my time.

Desired Settlement: Not expecting this kind of unreasonable behaviour from such a large organization. They need to respect value of customer's time. Every agent can't just say "call us back" we will never call you back to follow-up on items like we received documents etc. Just can't refer issue to collection agency which potentially could impact credit of customers.

Business Response:

A response was sent to ***** **** on October 22, 2013 from Travelers ********* Business Center.

Apologized for his overall service experience.  Per the phone conversation, there will not be a negative result on his credit score.  The collections department confirmed that the balance is paid in full, and there will be no further collection pursuit activity.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers has failed to refund homeowners insurance premium following cancellation of the policy. Three attempts have been made to resolve the matter after the initial notification of the policy cancellation 7-Feb-2013. The issue arose after my mortgage company mistakenly paid the previous insurance premium instead of the new policy premium. An important note, I called Travelers to cancel the policy a full month before the next periods premium was due. So the policy should have already been cancelled by the time they received the mistaken payment and refunded the money at that time. The first two times I phoned the company and the service representative seemed competent and helpful, found the policy and the cancellation request and assured me the issue was resolved and a refund check would arrive in the mail. A couple of months passed between attempts to resolve the matter with no success. Now after 8 months I attempted again, phoned the company and talked to a very competent sounding representative who acknowledged the initial cancellation request but had no record of the subsequent attempts to resolve the matter. The representative was apologetic and helpful but stated that I would have to submit documentation that I had acquired alternative insurance on the date I claimed the cancelation. I provided this and a signed request for the cancellation via email directly to the representative as requested. The representative said I would receive an email acknowledging receipt of the documents and indication of any other actions required. A week passed with no response, so I sent an email requesting status. Another week passed with no response, so I sent anther email requesting status copying the supervisor via an email address included in the email correspondence; Still no response. The dollar amount of the policy refund is significant enough to warrant legal action if ultimately necessary. This appears to be a deliberate stalling attempt to see if I will give up.

Desired Settlement: Refund the full policy premium plus interest.

Business Response:

A response was emailed to Mr. ******** on October 18, 2013 from Travelers ***** ***** Business Center:

" First, please accept my apologies for your overall service experience with Travelers Insurance.  We pride ourselves on delivering the best customer experience and sincerely regret not meeting those expectations for you.  I want to assist you in getting your policy cancelled and your refund check out to you as quickly as possible. Please sign the attached cancellation notice and please email or fax it back to me 877-******** and I will have your refund check expedited. 

We are sorry to have lost your business at Travelers."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Billing/Collection Issues | Complaint Details Unavailable
10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Car has been taken following my accident without my notification; my license plate was lost Following my accident (the other driver was at fault, indicated by the police report) I contacted his insurance (Travelers) to file a claim. I was assigned ***** ******** as my adjuster. My car was totalled. A week after the accident, the insurance company picked up my car without any notification, taking my license plate and some of my belongings with it. For 10 days I have tried to contact the adjuster to obtain proof that they have taken the car; they have been unresponsive and unwilling to work with me. I have found that somewhere along the way, they lost my license plate and belongings as well. I feel that I need to file a police report for the plates since I do not want my name to be associated with anything that happens with a car the plate may not be attached to (if it was in fact stolen). They cannot send me a check for the car before I have sent them the title and power of attorney paperwork (which took them ten days to provide to me) yet they have already listed the car to sell it for parts. Despite the accident occuring almost a month ago, they have been very unresponsive when I have asked them to deliver the paperwork I need to complete. This has led to me having the return the rental, and I still have not received a check for the car.

Desired Settlement: Expedite the process to finalize the paperwork, including sending me a check for my totalled car. Also, find and return my plates and belongings from the car. I would like to be reimbursed for the costs I have incurred while I have not had my own car once I returned the rental, as this process has taken much longer than necessary. I would like more prompt notifications of the status of my claim from ***** ********, and if he is not able, then from his manager. I have only received one call from

Business Response:

A response was sent to Ms. ******** on October 16, 2013 from Travelers ********* Claim Office:

"We have reviewed this claim and your concerns and wanted to respond to your inquiry regarding your total loss claim.

You were concerned over the car being moved from the tow yard without your permission. We have learned that your husband released the car from the shop.  We have confirmed that the driver that secured the car for Travelers did not leave the shop with tags or personals in the vehicle.

Travelers did send the necessary paperwork to conclude the claim to your confirmed address on three separate occasions. This paperwork was mailed to your husband, as he was the titled owner of the car. The total loss adjuster was communicating with your spouse as the titled owner of the car so we apologize if it appeared that we were unresponsive. We have secured the proper paperwork from him and issued payment for the car on 10-10-2013 in the amount of $3813.13."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers Insurance.All my street houses got full roof replacements except me. We have been singled out and engineer adjuster will come for 3rd time. I have been with this company all my life. Renters, home owners insurances. Then we had hail damage. All houses on my street: houses in front of my house and the house next to me (we share a wall) got full roof replacements from there insurance companies. Except me with Travelers!!! First adjuster did not even went up on a roof, and issued a partial roof replacement only due to the valleys being damaged. Maybe 20% of total roof and labor of 1 hour! This is such a clear case of Willful Neglect, that we are considering sending a letter to the state attorney general. When we complaint to insurance, there response was "case closed, as you agreed with us". We never did. So, finally the second adjuster came in and they could not come to the agreement with our contractor. So, now the company is sending a roofing engineer - to make sure that we need a roof replaced or not. We have been singled out in the whole neighborhood - not even the street. Why my neighbors did not need to go through this? Why me? Simple answer - Travelers Insurance.

Desired Settlement: The Full Roof and Siding Replacements. Same as my twin home neighbor.

Business Response:

A response was sent to Ms. ********, October 21, 2013 from Travelers ******** **** Claim Service Center:

The first inspection was August 22, 2013 in response to the filing of the claim for storm related damage on August 8, 2013.  The claim professional found evidence of hail damage to soft metal vents on the roof, facia, coping on a parapet wall, gutters and downspouts and an estimate was prepared for those observed damages.

On or about September 9, 2013, customer requested a reinspection of the roof, and after a complete review of the file, Travelers informed the customer we will not reinspect the loss.  At the initial inspection, the customer's contractor, claim professional and Travelers roofing consultant were all in agreement with the extend of the hail damage noted in the inspection.  The customer's contractor was in agreement of the scope of damage and Travelers estimate for reasonable repairs to the damaged areas.

On October 2, 2013, customer requested reinspection, and a second inspection of the roof with the customer and their contractor present was performed.  No evidence of hale or wind related damage to the roof.  Travelers approved the use of a certified engineer to inspect the property for hail and wind related damage on October 14, 2013.  Travelers is awaiting the results of this inspection by report.  Upon receipt of this report a copy will be shared with the customer.  Travelers will review the report and make any revisions necessary based on the engineer's findings.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim ******* SANDY STORM damage to personal residential property covered under homeowner's insurance less $500 deductible. Claim ******* SANDY STORM damage to residential property under homeowner's insurance coverage less $500 deductible. Contractor's charges are contracted at $4447 and $1500 for additional wood damage (change order)=$5947.00. Faxed documents to Travelers agent **** **** told me wood damage wood be covered. However, when I speak to supervisor, ***** ***** he states wood change order is rot and not covered. SANDY STORM created wind and water damage to my property and should be covered COMPLETELY under my homeowner's insurance. I have Traveler's homeowner's insurance and my total contractor's charges are $5947.00 and I have received a total payment from Traveler's Insurance of $3001.32. I am requesting investigation and reimbursement for SANDY STORM out of pocket property repair expenses $2945.68. This is the difference between the contractor's charges of $5947.00 and Traveler's Insurance payment of $3301.32. Thank you. ******* *****

Desired Settlement: Claim ******* Requesting Traveler's Insurance to issue SANDY STORM residential property reimbursement check for out of pocket expenses $2,945.68 covered under homeowner's insurance. Check should be made out to customer and mailed.

Business Response:

A response was sent to Ms. ***** on October 15, 2013 from Travelers ******** Claim Center:

"During our conversation we discussed your concerns regarding an expense you incurred for the replacement of the plywood roof sheathing during the course of your roof replacement this past summer.

As discussed, the plywood was not damaged as a result of the single wind and rain event on 10/29/2012 and the presence of significant rot is evidence that this has been an ongoing issue for an extended period of time.  Rather, the cause of damage to the plywood is wear and tear and deterioration over the course of time.  Unfortunately, while the wind damages to your roof shingles is covered and have been paid for in full as a part of this claim, the damages to your plywood sheathing are not covered.

At this time we must reiterate the declination of coverage for the plywood sheathing as outlined in our 7/17/2013 letter."

Consumer Response:

 
Complaint: *******

I am rejecting this response because ALL SANDY STORM damage should be covered on my homeowner's insurance.  I disagree and say this is not a ROT ISSUE .  My contractor's charges for repair ws $5947.00 and Traveler's Homeowner's Insurance reimbursed $3001.32 leaving a balance of reimbursement due of $2945.68 to be paid to the homeowner (insured).

Requesting appeal letter to be forwarded to Regional Office of Traveler's Insurance for resolution.

Sincerely,

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

43 Rader Court

Baltimore, MD  21234

Claim #*******

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a diplomat. I asked auto insurance quote via internet on June 28 by filling forms. Several insurance companies responded. Among them I chosed Travelers, its quote was relatively lower, The Travelers charged me $551 on June 28, My six month policy started on July 6. The company sent me a letter on July 26, asking for my car's garaging address and vehicle registration, I faxed them the needed information. On Aug.8, the company sent me another mail asking for my driver license information. I faxed my driver license copy to the company. On Aug.23, the company mailed me a letter, kept asking my driver license information, claiming my previous fax was not clear. I faxed another copy and sent the company one copy by mail just in case the fax was not clear again. On Sep.10, Travelers mailed me a letter, declared the change of my policy which is effective July 6,2013, asked me to pay $566 more for the remainder of the policy period. I called Travelers ask for explanation, one representative *** told me that my driver license is issued by ***** **********, not by ** DMV, so Travelers takes my driver license as internatioal driver license and decides to raise my rate.I said it's unfair and decided to complain. *** said her boss was not available at that moment and promised to ask her boss call me back. The next day a lady called ***** ******* contacted me, I told her It's unfair to charge me from the beginning. She said I did not identify myself as a diplomat. I told her there is no such choice in webform. If the company has different opinion about my driver license, it can cancel my policy if I don't agree rate rise. She politely asked me gave her one more day to handle my complain. The next day, I called her ask for the result, she told me she had consulted the company's legal department and there's nothing she can do.It seems to me that the whole thing is a big con. Travelers entraped by lower quote, and rip me off at half period by random excuses. It's business practice is different with other Account_Number: policy number:******

Desired Settlement: DesiredSettlementID: Other (requires explanation) Fair practice. It is Travelers's responsiblity to identify my driver license as soon as possible. A diplomat driver license is issued by ** **********, it is legal and effective. All diplomat's driving records can be checked via ***** **********. Some insurance company does not know that, under such circumstance, the company inform its diplomat insurer the rise of rate, if the insure does not agree, the company will usuall cancel his policy and

Business Response:

A response was sent to Mr. **** on October 11, 2013 from Travelers ***** ***** Business Center:

 

"We regret your onboarding experience and are sorry we didn’t have the chance to build a long term relationship with both you and your wife.  In my review of your concerns, I concluded that the question posed to you on our website about your license status did not provide you clear direction as it relates to your diplomat status.  With that said I have amended your policy back to the original premium and re-cancelled it effective September 25, 2013.  You will receive paperwork by mail in the next week showing the change.  In addition, any additional refund on the policy will be mailed under separate cover in the next week to 10 days."

Consumer Response:  
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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had water damage to our home's soffits and facia. The damage was occurring in three areas. The repairs cost over $2,400, and our insurance had a $1,000 deductible. Travelers claimed that the water damage was caused by wind driven rain, and this was not covered in our policy. However, the actual damage was caused when heavy rain overflowed our gutters and entered behind the damaged soffit. I appealed their decision on September 12th. Their letter stated I would have a response in 13 days from receipt of our appeal. As of Oct. 14th, we have yet to have response from them.

Desired Settlement: I would like Travelers to pay the $1,400+ as part of their legal/contractual obligation.

Business Response:

A response was sent to Ms. ******* on October 16, 2013 from Travelers Morristown NJ Claim Service Center:

"We have received notice from the Better Business Bureau of Wallingford, Connecticut today concerning a complaint that you reported to them.  The complaint advises that you filed an appeal with our company with regards to your water damage claim on September 12, 2013 and did not yet receive a response.  Please be advised that the company does not have a record of having received your initial request for review.   A copy that was included with the complaint has been forwarded to the panel for their response."

Consumer Response:  
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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased insurance on our new home through Travelers as of May 30. They said we would be contacted by an inspector that will "estimate replacement cost" on the home. By the end of July, we had not heard anything from an inspector and received an insurance cancellation notice for August 31 with the reason, "we have been unable to complete a required physical inspection of your home." Upon calling my agent and Travelers directly, they said they would have the inspector contact us, which they did the following week. As of August 19, Travelers changed the reason for cancellation to the need for a new roof and gave us until August 31 to have a new roof put on.Well, I've been trying to get estimates for a new roof and am going to put on a new roof, but cannot possibly do it in 12 days. Furthermore, they pretended the inspection was for replacement value and not a "risk" inspection. I am very upset with Travelers for their misleading and unrealistic practices which put my house, mortgage, and family in jeopardy while setting up an environment hostile to acquiring insurance from another company. They care more about their risks than they do about people. Product_Or_Service: Home Insurance Account_Number: *************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am more than willing to work with Travelers to address their risks and request more time to do so.

Business Response: A response was sent to Mr. ******, September 4, 2013. It included the following: "I reviewed the information which was submitted when the policy was issued and found that the roof was estimated to have been replaced in 1994 (approximately 19 years old). When it was discovered upon inspection that the roof of the home was close to 30 years old and showing signs of needing replacement, it was determined the home was not eligible as a result, as Travelers' current eligibility guidelines require the roof to be less than 20 years old unless it is constructed of 'lifetime' materials (i.e., slate, tile).

I would like to apologize for any inconvenience related to the cancelation of the policy as a result of the age and condition of the roof. Based on my review of the home inspection, we certainly would be willing to re-consider providing coverage for your home once the roof is replaced. "

Consumer Response: The company claimed they tried to reach me on the phone to respond to this complaint. I never received a call, nor was there a message on the answering machine or voicemail. The letter basically stated that this is the way they do business and so did nothing to address my complaint.

Business Response:

Clarification from Travelers Business Center, this was from a 9/11/2013 response:

 

"As previously stated, I did, in fact, attempt to contact you at the phone number we were provided of ###-###-**** last week. When I called, a young child answered the phone and I asked if you were there and if I could speak with you. They said you were not, and as they sounded very young and were difficult to understand, I did not attempt to have them relate a message to you.

As previously stated, based on my review of the home inspection, we certainly would be willing to re-consider providing coverage for your home once the roof is replaced.

Again, if you are planning on having this completed in the near future and are interested in continuing your coverage at this time, I would welcome a call from you so we can discuss options further."

Consumer Response:

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.
 
I am still highly offended by the insurance industry's tactics and of treating customers as liabilities.  I do not like the response I received and am disappointed in the attempts to contact me, but I know that I will never get the resolution I want because I'm too risky for them to deal with and am not going to try anymore.  I will never go back to Travellers, they'll just find another reason to drop me and not give me enough time to respond.
Sincerely,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Homeowners HELP with windstorm damage I contacted Traveler's on March 18, 2013 and spoke to a customer service representative I stated to her that side of my home is collapsing and that a storm had caused a few trees to fall in my backyard onto my shed and gate. The representative informed me that tree removal was included in my insurance policy and so was the structure damage. I was assigned to a claims adjuster by the name of ***** *****. We talked about the damage and he scheduled an appointment to come out to check out my home. He came out and I explained to him my concerns. He informed me that because my house did not collapse so the repair to the house was something I had to pay out of pocket. I was SHOCKED. I'm like I was under the impression that homeowners insurance covered you for these damages and he said no they don't. When I asked him to explain he was like it's in your policy. I was like if it would have collapsed completely it would be covered? He said yes. Next he went to the yard and started looking at the damage to the gate and shed. He said when did the tree fall on the shed and I was like over the summer. He said well because you didn't contact us when it happened we can't repair the shed. I informed him that I did not know that I was suppose to contact them. I didn't know that tree removal was covered under my policy. I have been with Traveler's since I bought my house in 2003 and NEVER filed a claim. If I would have known to contact them when it first happened I would have done it immediately. However this is my first time filing a claim. I received documents in the mail indicating the settlement for the damage to the property and was told a check was in the mail. I called ***** and asked for some additional information regarding the settlement and why it wasn't taken into consideration that I've been a customer with Traveler's for almost 10 years and that this is my first claim and that the shed should have at least been considered for the repair. He stated the length of time I've been with Traveler's did not matter and that because the tree fell on the shed over the summer and I didn't contact them till March it wasn't included in the settlement.

Desired Settlement: I would like for Traveler's to have some sense of loyalty to me since I have been their customer for almost 10 years. Take into consideration my situation, work with me and put a roof on the shed. Over the tenure I have been with Traveler's I have paid approximately $9,000 for my insurance premium and the very first time I need to file a claim I am told they will not repair the shed and if I don't pay out of my pocket to have it repaired/replaced/removed my policy will not be renewed. That is a complete rip off and is very unfair. In addition I contacted Traveler's today 9/11/2013 to discuss this matter and was transferred to four different departments and no one could provide me with clarification or additional information on how/why this decision was made. The last customer service representative I spoke with instructed me to contact my claims adjuster. So I called ***** ***** today and his voicemail said he was out of the office but had a co-worker by the name of *** ****** ###-###-#### covering for him. I contacted *** to get some clarification and he was very, very, rude, unhelpful and disrespectful. As I was explaining the situation he constantly interrupted me, would talk over me, and raised his voice numerous times. He then said to me and I quote "You are asking more than one question and so I'm not able to help you any further. It is your responsibility to take care of the upkeep of your property." WOW! I stated to him "Well as a claims adjuster I would think that you would be able to answer any questions that I have because this is your area of expertise." I then hung up on him. My whole purpose of contacting him was because I want to maintain the upkeep of my home. The fact that he insinuated that I wasn't taking care of my home was really unnecessary, rude and honestly I was offended. I would like a written apology from him for his interaction with me. He is in a customer oriented field and although the customer is not always right they are always the customer and should be treated with respect and dignity. Which are two things he lacked in my conversation with him today. Your assistance with this matter is greatly appreciated.

Business Response:

A resonse was sent to ** *** on September 27, 2013 from Travlers Baltimore MD Claim Service Center as follows:

"We have reviewed your claim in full.  The evidence gathered through the discussions with you and through the inspection revealed that the damages to the garage roof were the result of long term deterioration, wear and tear over time.  We understand you may not have been aware of when the damages initially occurred, but we have to use the evidence available at the time of inspection to guide our investigation.  The evidence indicated the roof was deteriorated over time.  Damages to as a result of deterioration and/or wear and tear over time are excluded from coverage."

Consumer Response:

 
Complaint: *******

I am rejecting this response because: Actually it is NOT wear and tear. I had two trees fall in my yard fall onto the shed and that is what caused the damage to the shed. I have pictures of when it happened. I was told that the shed could not be repaired because it was exposed for a year and the wood was rotted. The agent NEVER said that I needed to get the shed repaired, replaced, or removed. Since "homeowners insurance" is his expertise I would expect for him to communicate that to me. However I got a letter in the mail and called Traveler's in June to find out what this meant and how to handle it. I spoke to ****** @***** ###-###-#### on June 18, 2013 and was told "Let me transfer you to a licensed agent so they can explain this to you." She was unable to get an agent and took down my contact information and said that she would have someone call me back. I NEVER got a return phone call. When I did call back I got the run around and no one answered my question and then I got a letter telling me my insurance will be cancelled on October 29th. I have yet for an agent to come to my home and inspect my property. I was told by several different insurance companies that if the shed is NOT attached to the home that it should affect my homeowners insurance. I've called Traveler's to get additional clarification regarding whether or not that rule applies to an shed attached to the house or detached matters and NO ONE has returned my phone call.

So based on the fact that the insurance company stated that this was normal wear and tear my claim is being dismissed when in actuality that information is INCORRECT. In my initial claim I stated what happened and if anyone from the insurance company were to actually visit the home they would see how the trees down in the yard and that the shed was damaged from the trees falling onto the shed.

My request is very simple. All I am asking for is time to get the shed reparied. Even if the insurance company doesn't cover it allow me at least 90 days to get the shed replaced/repaired. I mean is that too much to ask especially since I am paying for homeowner's insurance and I am not receiving NO BENEFIT they can't allow me an additional 90 days to get this taken care of? I mean it is bad enough that I am paying for a service that I most likely will NEVER be allowed to use if it were up to Traveler's.

Sincerely,

******* ***

Business Response:

A response was sent to Ms *** dated 10/9/2013 from Travelers Baltimore Claim Service Center:

"Please accept this letter as a follow up to our previous email correspondences and verbal communications.  It is our understanding that at this time you are satisfied with the additional coverage we were able to afford and understand there is a portion of the loss that is not covered.   

We have reviewed your claim in full.  Based on the additional information you provided we were able to revise the settlement based on the damages we could attribute to the tree falling on the structure.  Mr. ***** did prepare a revised estimate which included the damage to the roof and roof sheathing over the structure and an additional amount was issued.  As we did state there was also evidence indicating long term damage over time as the structure was not repaired or protected from the time of loss in the summer of 2012 until the time you reported the claim in April 2013."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2013 Problems with Product/Service | Complaint Details Unavailable
10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was admitted to the ER for a work related injury. Travelers paid most of the bills, denied one claim, for reasons unknown, as this is a workman's comp issue. I contacted this company, the individual in charge of the case, going by ******* *., is impossible to contact. I always get her voicemail, do not get a return call. When trying to contact any other employee to help me with the case I am placed on hold for extended periods of time. Speaking several different times with the insurance company, I had been told that the bill was paid, they quoted me the exact amount. Later, I received a bill from a collection agency regarding the bill that travelers supposedly paid. When I called to discuss this with travelers, I was informed again, that this company, was taking care of the bill, additional funds were being released on the bill. Where it currently stands I am being harassed by a collection agency for a bill that travelers "paid." I feel like I am having to do the travelers job for them by pursing this workman's comp case. Something they should have taken care of months ago, and several times claimed they did.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this company to pay the bill they originally stated was paid.

Business Response:

A repsonse was sent to Mr. ****** on September 24, 2013 from Travelers Naperville Illinois Claim Service Center:

"Travelers issued payment for the bill on August 27, 2013 and on September 24, 2013, **** with ***’s billing department confirmed it received the payment.  She stated that she would let the collection agency know that there was a zero balance.  If you would like us to contact the collection agency as well, please provide me the contact information."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint on Travelers insurance on *** ***** st on *** *******, Tx. I *****,had spoken to Mrs. ******* regarding my vehicle claim for uninsured motorist and at the time she explained that my deductible would be $500 eventhough the damages were not caused by me but by another uninsured person. After being assigned a representative in *** *******, *******, i therfore spoke to him regarding my incident. ******* was very informative and helpful and he then started asking me questions on the incident and stated and quoted me that i should only be charged a 250.00 deductible. ******* seemed very helpful so i believed and trusted his words by him giving me good news on what i would be getting charged upon picking up my vehicle.Upon arriving at the claims department to pick up my vehicle,i was charhed $500. And to sum it alll,my vehicle still wasnt ready and still had paint crack/chip which was touched up at the last minute by touch up paint looking like liquid paper coverage. I was even asked to fill in a survey before finishing up all the transaction.As ******* was arriving he denied he ever quoted me 250.00 for my payment to be expected. i then explained that i never asked for a discount but was offered and quoted by him upon our conversation in which I went in expecting to pay 250.00 which i was therfore charged 500. On my card. Product_Or_Service: Repair on vehicle, deductible Order_Number: ****** Account_Number: *************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund on credit card for the difference i was charged and do expect for Travelers to listen to recordings on employee quoting me a differemt price.

Business Response: A response was sent to Ms. ***** on September 17, 213 from Travelers *** ******* Claim Service Center.  After a thorough review of the file notes and a discussion with the claim handler, Travelers is confident that the claim was handled appropriately with the Collision deductible of $500.00.  The claim handler indicated that he did not, at any time, communicate a deductible amount of $250.00, and further indicated he was not present at the shop when the vehicle was dropped off for repair.  Please note that your policy does not carry UMPD and therefore would not have been an available coverage option.  The repairs to the vehicle carry a lifetime warranty from ******* **** and Travelers.  Contact information was provided to Ms. ***** if she has an additional concerns or questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers does not want to replace part We have a brand new truck that was hit by one of their clients, by new I mean less than 2 weeks old and less than 500 miles on it when it was damaged. Their client opened their car door into the truck hard enough to dent it above the wheel, and then was belligerent and the police charged her with damaging the vehicle. All we want is the piece replaced, not sanded, bonded and painted, it is a new truck. Would you want the piece repaired and not replaced on a vehicle you had worked hard to save for and get. Its a $45000 dollar vehicle, we want a new piece. Not a repair, that is not unreasonable.

Desired Settlement: Want them to replace the part not repair, the vehicle is too new for a repair.

Business Response: A response was sent to ***** ***** on 9/12/2013 from Travelers Charlotte NC Claim Service Center.  Travelers has reviewed the damages to the **** ***** *** *** right flare.  After review the damaged flare does not requiare replacement and can be repaied.  Travelers stands by it's decision to repair and refinish the damaged flare.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Complaint Details Unavailable
10/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Chief complaint is directed at *********************** **** ******* *** *** *** ********** ** ***** operating under franchise name of Travelers Insurance. Policy handler was **** **********. I attempted to cancel insurance policy for two reasons. 1: their rates more than doubled after one small ticket from myself and another by my wife. In today's economy we couldn't afford to have another bill more than double. 2: We moved out of state and decided to go back to our previous insurance company. Which provided excellent customer service, and rates dropped by 2/3rds.Initial contact was with **** ********** the policy handler. I informed him simply that we where dropping the coverage and going with another agency. Mr. ********** was kind enough to direct me to one of his "fellow", and former Traveler employee that broke off and started their own company. I listened to their spill, and still decided to go with my former insurance coverage. Though not documented, Mr. ********** and his cohort seemed extremely unpleased with my decision as a consumer to go else where.Mr ********** told me to send required current insurance information to cancel the Travelers policy. I did as requested, and expected that the policy was closed in February.I received statements from Travelers in March and April for policy payments due. Though I canceled the policy. They informed me that I didn't send them the current insurance policy that I hold (which I did). Again I forwarded to them required documentation to close the account. I continued to get billing statements demanding concurrent payments for months of May, and June. This was on top of the previous months of March and April that I was covered under my current plan. I contacted the Travelers agency, and again gave them my current insurance information, for the 3rd time sent them information to close the account.Five months from canceling the policy 3 times, I received a collection notice of $63, though I didn't receive a statement for it! Product_Or_Service: Insurance Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund Repayment of funds that company wrongfully sent to collections, and wrongfully billed. Repayment in time spent 5 months (priceless) dealing with their greediness, dishonesty, and incompetence! Mr. ********** used his position to farm out disgruntled customers of Travelers, and it seemed to me that he was more worried about the next screwing of a customer than doing what the customer wanted. I want five months coverage paid for my current USAA policy!

Business Response: A response was sent to Mr. ********** from Travelers Glens Falls Business Center on Sept 16, 2013.  

After a careful review of Mr. **********'s former automobile policy with Travelers, the following has been identified and corrected :

Travelers Auto policy

·         Policy cancelled per Mr. **********'s request effective March 7, 2013

·         Collection efforts for $62.67 have been ceased

Again, please accept Travelers apologies for the length of time it has taken to resolve the inquiry in conjunction with hisagency.  We are also sorry to have lost his business.  While we understand this has been a difficult process, we respectfully decline Mr. **********'s request to reimburse him for time spent trying to resolve this issue as well as for premium on his new policy.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ****** ******* is currently a claims representative with Travelers Insurance that's handling a water damage claim for my home. I haven't had a sink and running water in my kitchen since mid July 2013. She was sent by Travelers insurance to handle my claim. She refuses to pay for the damages done to my home. I have called and left messages for her, I haven't received any telephone calls. She will not release the funds in order for me to get started with the repairs. My son I have had to spend money eating out three meals day. She only return telephone calls when she feel like it. She also recommended a company by the name of ******* ******* to remove the kitchen cabinets from my home. I haven't received my funding or my kitchen cabinet back. I have requested several times about funding and to have ******* ****** to return my kitchen oak cabinets. ************* removed the cabinets without my permission. ****** is the individual that removed/disposed of my oak cabinets. ***** **** was an accessary. They never asked me if I wanted the cabinets disposed. Product_Or_Service: N/A Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I am requesting funding for the repairs, food, pain and suffering associated with stress, in the amount of twenty thousand dollars each and return my kitchen cabinets.

Business Response:

A response was sent to Mr. ******* on September 12, 2013 from Travelers North Carolina Claim Center.  The response included a lengthy outline of the timeline on the claim and payment.  It is Travelers position that we have handled the claim in a prompt, responsive and fair manner.  Payment for the damage has been made and  Mr. ******* confirmed he has received the payment.  His concerns on his kitchen cabinets has been relayed to *************.  Travelers cannot dictate how ************* responds to Mr. *******'s concerns however, Travelers has made the best possible efforts to try to have them address and resolve the issue.  As to the costs of meals, the policy provisions for the cost of additional expenses was explained and Travelers will need to be provided with documentation and receipts to evaluate that aspect of the claim.

With respect to the compensation that Mr. ******* is seeking for pain and suffering associated with stress, his policy does not provide for any coverage benefits for such a claim.  Travelers regrets that he was not satisfied with handling of the claim,  but Travelers believes we have handled his calim fairly to date.  Our goal is to work with Mr. ******* in order to resolve his claim to his satisfaction within the frame work of his policy.  Travelers looks forward to receiving confirmation of the repair completion based on the estimate provided so we may issue payment of the recoverable depreciation. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint against Travelers Insurance and the collection company they have employed to threaten me with. This is an issue that has been cleared up over two years and now has resurfaced with a new collection company. I have documentation that the claim was frivolous and without merit, however this collection company will not leave me or my business alone. The name of the collection company is ***** ****** ***** ***** **** ***** ***** ************ ** *****. The gentleman that has not only been harnessing me but my staff at the restaurant is **** ***...his number is: ************ *****. I have tries to explain the situation and all I get back are threats against me personally and against my business. He has even gone to the point of calling the restaurant so many times that we have lost customers over it due to lack of service with him taking my employees off the floor for 15minutes at a time. One employee told me that **** is going to "hunt me down and take matters into his own hands." I am to the point of being afraid not only for my safety but the safety of my staff. I have offered a settlement on the bill...even though I truly believe its false of 1500.00 so that the harassment will stop. I am not claiming guilt just want the phone calls and threats to stop. Please help! Product_Or_Service: Restaurant Insurance Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please have the collections company stop calling me at my restaurant and home over 20 times a day.

Business Response: A response was sent to Mr. ******* on Sept 13, 2013 from Travelers Direct Billing Operations Unit, Richmond VA. 

We understand Mr. ******* concerns surround the validity of the remaining balance due on the account and the contact you have been receiving from the collections company.

Let usfirst apologize for the distress the communications from the collection agency, ***** *****l, have caused.  It is certainly not our intention that Mr. ******* should feel personally threatened by this activity. We will bring his concerns in this regard to our management staff to be addressed with ***** *****l.

A review of the validity of the premium due was conducted and an outline of those results was documented in the response lettter.  A review of Traveler's audit department’s notes indicate he  had advised of his intent to dispute the audit findings; however, the audit department never received full documentation to support the dispute.  This being the case no revision was possible.   We discussed Mr. *******'s offer of $1,500.00 as a settlement offer on the amount due with management. They have agreed to accept the $1,500.00 to close the file and will communicate this agreement to Altus Global. Please make the payment directly to ***** *****l to ensure prompt application of the payment.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently had a leak in my garage right below where my bathtub is. I called a plumber the same day I seen the leak. We took out the tiles of my enclosed bathtub. The plumber diagnosed there was a leak in the pipes. I called my insurance and filed a claim. My insurance Property Claim representative came out the next day and made the determination that is was a constant leakage of water that occurred over a period of 14 days or more. My claim was denied.

Desired Settlement: DesiredSettlementID: Refund I am requesting the damaged be covered under my insurance policy. I have $500 deductible.

Business Response: A response was sent to Ms. ******, August 13, 2013 from Travelers Denver Colorado Claim Center. As was discussed on the phone with Ms. ****** on August 5th, at that time, our investigation determined that the leaking water line to the tub has been on going for an extended period of time. Ms. ******'s policy of insurance does not provide coverage for damage resulting from wear and tear or leakage that has occurred for more than 14 days. Therefore, we must respectfully deny her request for coverage to fix the water damages and repair the pipe.

Consumer Response: (The consumer indicated he/she DID NOT ACCEPT the response from the business.)
I filed my claim *** **** with ******** on 7/29/2013 the first day I seen there was a leak in my garage ceiling. When I talked with Travelers agent *** *******, I asked him what plumber I should call. He said I could call any plumber. **** from ***** ********** came out, he determined it was a water line behind the tile of my bathtub. I advised him I would have the bathtub tiles removed and he could come back to stop the leak.
*** advised me to call company he works with, *** ***** ************, to access the damage. They came out on 7/30/2013. They gave an estimate $2353.23 for seen damages. It did not include any plumbing or repairs.
*** ******* came out the same day and determined from the door way that leak had been more than 14 days.
**** came back on 7/31/2013 to cut and cap lines to stop the leak. He determined it had not been leaking that long, but did recommend that ***** *** ***** *** *********** come and take a look. I had **** from ***** *** come to the house. He said it was not bad at all. The black that I thought may of been mold was from black tar paper that was under the tub. He had cleaners come out the next day and clean and apply plant based anti microbial agent from any potential mold. charge was $200.00.
I had several estimates for the repair of the tub and the ceiling of the garage where water leaked. They were from $700 to $1100.00. Plus cost of supplies including tiles, rebuilding the tub and ceiling.
I would like to for the original estimate for $2353.23 that *** had his company give, plumbing repair, $581.88. Plus the cost of repair of the tub and garage ceiling of $1000.00 minus my $500 deductible.

Business Response: A response was sent to Ms. ****** on September 9, 2013 from Travelers Denver Colorado Claim Center.  It seems there is some confusion regarding the role of *** ***** ************ in the inspection process.  This contractor was simply provided as a part that could provide access to view the damage under the tub.  Although *** ***** ************ provided an estimate for the damage repairs, this estimate is not a commitment of coverage by Travelers.  The coverage determination is made by the claim handler, and is based on his evaluation of the damaged property.  As outlined previously, Ms. ******'s policy of insurance does not provide coverage for damage resulting from wear and tear or leakage that has occurred for more than 14 days.  Therefore, Travelers respectfully denied the request for coverage to fix the water damages and repair the pipe.  The action being taken by Travelers, as described in this letter, constitutes our position on the claim on the information and documenation we received.  If there is any new or different information that might lead us to reconsider our decision in this matter, please have Ms. ****** contact Travelers at the number provided in the response letter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Travelers in February 2012 to cancel my insurance policy because I left ***** ********** and the premium was being deducted from my payroll. At that time I also update my address because I have moved as well. I received a bill for $205.24 because the policy was not cancelled until October 2012. I received no bills during this time that would have advised me that I was still being billed, until I received the final bill. I would like the issue to be resolved.

Desired Settlement: I would like the policy to be cancelled back to the day I called in initially to cancel the policy back in February of 2012. I do not want to be charged at all.

Business Response: A email response was sent to Ms.****** on 9/24/2013 from Travelers Glens Falls Business Center, and her inquiry was resolved prior to receiving the BBB complaint, since Ms ****** did contact a Travelers representative to resolve it.

Consumer Response:  
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,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 29 2013 My car was damaged in a hit in run outside my house during the night. I was informed by neighbors that someone had either hit my car early in the morning of the 30th. I promptly called the police and filed a report. I called my insurance company and explained to them what happened. They issued me a claims adjuster to handle my claim *** ****. I called Catherine Lynch at ********** and she told me she could not locate my collision insurance. she transferred me to policy. I talk to policy and they informed me that their computers were down but I probably got seeded and that was very common. I asked them to explain what that meant. He aid its common for customer policies to be downgraded without customer realizing and that what more that likely what happened and when his computer came back up he would call me and let me know. Sure enough that what happened. After calling and calling department after department they told my my policy had been down graded and there was nothing they could do and I should have received a letter in the mail some time in April. So I have $2300 worth of damage to my car and my insurance company with not cover it. What if This was a total loss I would out ten of thousand of dollars. I am required by my title holder to have full coverage at all times are insurance companies not required to inform the consumer they have changed their policy. Some one please help me. I had no idea my collision had been canceled.Policy # ********* *** ***** **********************************-- ***************** Product_Or_Service: insurance Account_Number: ********* *** *

Desired Settlement: DesiredSettlementID: Replacement I would like my vehicle repaired.

Business Response: A response was sent to Mr. ******* on Sepetember 4, 2013 from Travelers Glens Falls Business Center. It included the following: "I am following up our conversation with a brief note.

I appreciate the opportunity to address your coverage concerns and as we discussed, we have reinstated physical damage coverage on your policy as we failed to properly notify you of our intent to remove the coverage on your June 1, 2013 renewal. You will be receiving documentation by mail in the next week to ten days showing the coverage added back to your policy. Again, I sincerely apologize for your experience and wish you the best as you work with our outstanding claim professionals to address your recent claim."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Travelers is mishandling the multiple policies that I currently have with them. ****** *dmitted on 8-8-13 that my account had been seriously mishandled and was "screwed-up" which is an understatement. I have been a customer for over 20 years and cannot resolve anything via phone. I have received multiple copies of ever changing policies via e-mail and regular mail. I have also received multiple refund checks for issues unknown followed by statements of money owed without a coherent reason. When possible, I have called to have the checks credited to the various balances due. I called in early May to discuss an severe increase in my auto insurance that was outrageous for a 2003 car. The woman that I spoke with admitted that I was being overcharged and had been over charged for the past 18 months. I am seriously concerned that Travelers is fraudulently handling my account, I am being over charged more than they have admitted, and that I will not have the coverage that I need when an emergency happens. Today, I spoke with **** in re an invoice that I received for $46 and he mentioned a mystery payment of $53. Per their online system, no balance is due for any of my insurance policies. Account_Number: ********** *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1) a refund for being overcharged for my auto insurance for 18 months (prior to 5-8-2013 statement);2) a detailed explanation as to why I am receiving multiple and different polices without explanation 3) A breakdown of what I owe for my homeowners policy (called today about receiving an invoice for $46 - mailed 2 days before I called on 8-8-13 and increased the coverage from $21,000);4) A detailed accounting of what has been going on with my insurance policies; and5) A letter of apology

Business Response: A response was sent to Ms. ******** on September 10, 2013 from Travelers Knoxville Business Center. It outlined her payment history on auto and condominium policies. She received a summary of payments / credits, and the account discount for having auto has been re-applied to the condo policy. With her consent back on 8/8/2013, coverage for her piano was added to the condo policy rather than a separate PAF policy, which resulted in an increase in the condo policy premium. Her PAF policy was cancelled back to the original effective date, resulting in a refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unfair business practices and financial bullying. Two years ago I was forced to prove my sub-contractors, where actually sub-contractors even though they had Insurance with that company. I then paid my policy for 2014. This year after insurance auditor found lapse in sub-contractors coverage, I received an invoice for $400. After I paid it I received an additional charge of $300 for what they called additional charges. I refused to pay and canceled my policy. 7/18/2013 I received an additional bill for $80.00. My premium has already been paid but my coverage has been cancelled and I can not get new coverage with another company until I pay this $80.00. I just want them to cancel my policy and leave me alone. I have told them they can keep the policy money. But they refuse to stop billing and harassing me even though it is I that should be receiving a refund. Policy was paid in full 3/10/2013 I cancelled policy 5/10/2013 and policy was set to expire 3/10/2014

Desired Settlement: Just leave me alone

Business Response: A response was sent to Mr. ****** on September 11, 2013 from Travelers Residual Market Division, St Louis MO. The response included the following: "In the state of Missouri, a contractor is liable for injuries and/or death to uninsured subcontractors and any additional laborers you or your subcontractors may use. In the absence of Workers Compensation Insurance, the policy would respond. In turn, premium is charged to your policy for that risk (or exposure.)

The final audit for the term 3/10/11-3/10/12 generated additional premium as you noted hiring a temporary labor to assist in installation and paid that individual $3800. In addition to the temporary employee, you noted using two subcontractors but no evidence of workers compensation insurance. This was later provided to Travelers by your insurance producer and the audit was revised to remove payments made to the two subcontractors. Yet you are still liable for the additional laborer that you hired.

During the 3/10/12-3/10/13 term, the auditor noted you utilized more labor this term. Again, you are liable for the additional labor that you hire. In turn the insurance carrier adds this exposure to your policy.

Although you have cancelled the 3/10/13 policy effective 5/3/13, you have not complied with the audit for this term. In this case, we have estimated the audit which is generating the $80 bill.

Should you comply with the audit, any adjustment will be made for the time the policy was active. Any change in billing or potential refund would be handled at that time."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/12/2013 Guarantee/Warranty Issues
9/10/2013 Problems with Product/Service
9/10/2013 Problems with Product/Service
9/6/2013 Problems with Product/Service
9/6/2013 Problems with Product/Service
9/6/2013 Problems with Product/Service
9/4/2013 Billing/Collection Issues
9/4/2013 Problems with Product/Service
9/4/2013 Problems with Product/Service
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9/3/2013 Problems with Product/Service
8/30/2013 Problems with Product/Service
8/29/2013 Problems with Product/Service
8/29/2013 Problems with Product/Service
8/29/2013 Problems with Product/Service
8/29/2013 Problems with Product/Service
8/29/2013 Problems with Product/Service
8/29/2013 Billing/Collection Issues
8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint on behalf of my parents..My mother who handled all business passed **** in April and now I am responsible for handling business affairs. We received a letter that my parents home owners insurance will not be renewed because they had 2 claims in a total of 358.00 filed last year. This is something I believe should be explained to consumers and especially Senior Citizens. My mother would not have probably filed these claims had she known this would be the outcome. In the eyes of my mother she thought she was doing the right thing by filing the claim because she was a victim of their and her food went bad in her refrigerator spoiled and Travelers said these are the things that they cover. It was not explained that her piece of mind would be interrupted if you ever have to use the services that you pay for every month. My parents have been customers with Geico and Travelers for years and it is disheartening to know that this is how loyal customers are treated, especially those that are seasoned in age. At such a time in my families life just losing my mom, I now am faced with trying to secure insurance for my dad and no further rock his world.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for their policy to be re-instated and for it to be explained better the possibilities of the lost of policies when claims are filed and not given the impression that all is well when filing a claim.

Business Response: Business Response /* (1000, 5, 2013/08/21) */ A response was sent to Mr. *******, 8/20/2013, Travelers Glens Falls Business Center, and based on a call Mr. ******* had with Travelers Representative, it was agreed that policy would renewal, conditional, on a $1,000 deductible. Mr.******* was in agreement.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My parents home was insured with Travelers for quite some time. They have both recently passed away. While we have been going through the Estate process I was notified that the policy was being cancelled due to them being notified that the property was vacant. I immediately called them to verify who had notified them since it was neither my attorney or I who had called them. They said that they received a phone call regarding the property. My estate attorney and I became extremely concerned and wanted to know who had notified them since my attorney had not yet had the chance to do so. They would not verify that with us since our names are not on the property. I don't understand how they can speak to someone regarding the cancellation, but will not speak to me, the executor of the Estate. I asked them on several occasions how they could talk to someone regarding the policy who is not authorized. They had no response. My family's privacy was broken and I can no longer trust them. Not to mention they will talk to a complete stranger about the policy, but not my attorney or me, the executor of the estate? I am just appalled. I feel that is a very serious problem that must be dealt with. Not to mention my attorney also faxed them death certificates and estate documents to prove I am the executor, and they still would not speak with me, but they will talk to a stranger about my deceased parents policy. How horrible. Is there any way that this company can be investigated for that? Even supervisors at Traveler's have been very rude and difficult to me. My parents are deceased and this is how they treat someone who is handling the Estate.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have this investigated please.

Business Response: Business Response /* (1000, 5, 2013/08/07) */ We respectfully request an extension to this complaint to 8/14/2013. Travelers Glens Falls Service Center did reach out to Ms. ***** for additional information, and more research will be required before Travelers can respond to Ms. *****. Business Response /* (4000, 8, 2013/08/15) */ A response was sent to Ms. ***** on 8/14/2013 from Travelers Glens Falls Business Center. the response included the following: "First, again please accept my condolences for the loss of your parents last year. In reviewing your policy closely, I see that we received a call on April 13, 2012 from ***** ******* Our records indicate that in that call, we were advised that your father, ******* ****** had passed away and that Ms. ****** was looking to take care of the outstanding bill on the account. Additionally, our records indicate that we advised we could not provide any specific information related to the policy as Ms. ****** was not listed on the policy. When this information was disclosed by Ms. ******* we initiated a transaction that set your father's policy up for cancellation. I want to apologize again for the difficulty you have encountered to date in understanding how this information was brought to our attention and the subsequent action that was taken on your father's policy."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2013 Problems with Product/Service
8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had many problems in my two years with travelers insurance on my home. When they first came to inspect our home to be eligible for the insurance everything went smoothly. There was a hail storm in October of 2010. We had hail damage on our roof and on our air conditioner. We replaced the air conditioner ourselves and then found out we could have gone through insurance to get these things fixed. We had not yet fixed the roof, so we decided to go through insurance. A roofing company offered to help us. We got the claims specialist to come out and look at our house. Upon his completion, he did not think we would be able to get anything fixed. We ended up throwing away the air conditioner because they said we could not claim it either. We then received notice that we needed to fix the following things on our house or we would be dropped from their insurance. We had to fix the roof, make our pond in working order and clean our backyard. This was all piled onto us because we wanted to get our roof replaced. We ended up fixing these things, and sending the pictures in on April 25, 2011 at 1:33pm. It sent and everything was okay. I actually had to call the company and they said it was received and everything was good. Now, I have received a letter a month before they want to drop us, that they never received this information and I am going to be dropped. I then sent the information again on Wednesday March 28, 2012. I never heard back from them. I called again today, April 2, 2012, to find out they didn't receive them. I sent them again in smaller quantities and they received them. They asked if I got the roof professionally done. I stated no, they told me I could'nt do it myself, but originally said we could. Now they will not reinstate my insurance and I have reopened the claim. I am not sure what will come of this, but it is unfair what I have had to deal with just by owning a house.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Our neighbors have received new roofs in our neighborhood. We feel ours should have been replaced as well. If not replaced, we should be compensated for our time to fix the roof because they should have fixed it to begin with. I shouldn't have to pay somebody to do it. We have complied with everything they have asked and I have never filed a claim before. I feel that because I filed a claim, they are now trying to get rid of us and just want to take our money every year.

Business Response: Business Response /* (1000, 5, 2013/07/29) */ A 'claim' response was sent to Ms. ****** on 7/25/2013 from Travelers Denver Colorado Claim Service Center. Travelers inspection at the time of the claim and another review of the photos taken from the claim do not show hail damage and Travelers position remains unchanged. A separate response is forthcoming from Travelers 'underwriting' area. Business Response /* (4000, 8, 2013/08/02) */ An Underwriting response was sent to Ms. ****** on August 1, 2013, from Travelers Glens Falls Business Center. Since Travelers had not received the necessary evidence of repairs, the policy coverage was not continued as of April 26, 2012. Travelers position remains unchanged because we did not receive sufficient confirmation that the conditions of concern we had about Ms. ******'s dwelling were remedied. Consumer Response /* (4200, 10, 2013/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent pictures of the repairs and the agency still would not accept them after they knew they received them. Business Response /* (4000, 12, 2013/08/19) */ A response has been sent to Ms. ******, August 19, 2013 from Travelers, Knoxville TN Business Center. Upon review of Ms. ******'s policy, there were photos showing repairs were received on April 2, 2012. However, as our representative advised her at that time, the repairs were completed by her fiance rather than a professional roofing contractor. As a result, the repairs were not performed in a manner that warranted removal of the pending non-renewal of her policy at that time.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my car insurance company is progressive it has been for 20 years and i am happy with them.my agent is ************* agency of maryland heights mo. XXXXX.************* signed up to start selling travelers insurance also,travelers was suppose to look at driving records,living in zip code,etc. and mail a quote, not insurance cards and a bill. i called my agent and he said disregaurd that paperwork if you do not want to switch and i threw the paperwork from travelers in the trash.yeasterday i recieved a bill in the mail for a $70 cancellation fee from travelers i called travelers and they said i owe it to them for not keeping my policy . i never agreed to switch to travelers insurance as i have never heard of them and will not deal with a fly by nite company ever and do not want my credit score ruined over something i never agreed to,signed for or asked for and i get a bill that they say you owe us?the bill says mail payment to travelers personal insurance p.o. box XXXXXXdallas,tx XXXXX-XXXX Product_Or_Service: none Account_Number: XXXXXXXXX XXX X

Desired Settlement: DesiredSettlementID: Other (requires explanation) to find out how many other people recieved a insurance cancellation fee(bill) and paid it.that is exployting money and in my case exployting from the elderly

Business Response: Business Response /* (1000, 5, 2013/08/08) */ A response was sent to Ms. ****** on August 8, 2013. Upon review of the policy Travelers found the policy was issued in error. As a result, on July 22, 2013, the policy was canceled flat effective June 7, 2013 after one of our representatives spoke with Ms. ****** local agent and confirmed her account was not supposed to be transferred from Progressive to Travelers. No premium was never collected on this policy and no balance is owed at this time. Our review also revealed this was an isolated error. Consumer Response /* (3000, 7, 2013/08/16) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) they mailed a letter stating it was a isolated incident. it was not isolated as my agent told me over the phone that signing with travelers to represent them was the worst mistake he has ever made and that his phone has been ringing off the hook with questions about travelers and why they were sending his clients travelers insurance cards.i do not think my agent would make a story like that up or would have said he is getting numerous phone calls about travelers .

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dis-satisfaction with the claims adjuster services and the decisions the claims adjuster made in our home on May 22, 2013. On May 22, 2013, the claims adjuster came to our home to assess the damage caused by a flood in our entire basement. During the assessment the claims adjuster directed the mitigation company employees to rip out everything in our basement. In the past two months we have obtained and submitted three repair quotes, we have attempted to have a re-inspection, but that ended poorly and was never completed in a proper manner. We have contacted the claims adjusters supervisor for assistance but that has not gone well either. The result of our good faith efforts have only proven to be null and void. On July 8, 2013, the insurance adjuster emailed us a settlement offer based on the June 19, 2013, incomplete and unfinished re-inspection of our basement. In the July 8, 2013, claim information the insurance adjuster has deducted our deductible again for the same claim. Several of the items in the settlement letter and the insured copy are incorrect as well. On May 22, the claims adjuster issued a check which he had deducted the deductible from the check initially. Add insult to injury the funds allotted in that initial check are several thousand dollars under the amount of the pending invoices and will not cover the repairs and replacement of everything in our basement. This second attempt at a settlement amount is not acceptable and will not begin to cover the repairs, replacement, labor and material costs. Our young adult children have been displaced from their bedrooms we cannot use the bathroom/laundry room, open area room, furnace room and storage room because everything has been gutted and it is unsafe and uninhabitable. In addition to the ripped out basement the lead test came back positive for lead based paint which is on the foundation walls, and on the lathe and plaster walls and ever since the lead abatement company was called in to make the two foot flood cut on the lathe and plaster walls the plaster has been falling off and leaving large chucks and dust in the basement. For the past two months I have been tearing out the lathe and plaster from the interior walls and have had to purchase a very expensive specialty paint to encapsulate the lead paint on the foundation walls. We have requested reimbursement for the time and labor but the insurance company has not reimbursed us for the time and labor. It has been two months since the flood in our basement and we continue to live in hazardous conditions which has added stress, emotional turmoil and extreme hardship on our entire family.

Desired Settlement: The claims adjuster(Insurance Company)offered another low settlement amount which will not cover the cost to repair and replace everything ripped out of our basement. We have shown every good faith effort in dealing with the insurance adjuster. In conclusion, the additional damage to our basement falls on the poor judgment and actions of the claims adjuster who is 95% responsible for the additional damage to our basement. In researching the Utah Property Insurance Laws the claims adjuster has used misleading, deceptive and unfair insurance practices throughout our homeowners insurance claim process. The information below is from the letter we emailed to the insurance claims adjuster and his supervisor on July 11, 2013. "Here is what we have determined to be fair and acceptable settlement: $25,070.00 Is the Home Value/Hazard Insurance Increase due upon our renewal date. We have deducted the $ - 4810.75 which was the amount of the previous check dated 5/22/13 $ -500.00 deductible which was taken out on 5/22/13 The balance remaining is the requested settlement amount=$19,759.25 Labor Reimbursement Requested=$60/hour x 70 hours=$4,200.00 Our final settlement request is=$23,959.25" We are basing our settlement request on the letter we received from the insurance company which is dated June 5, 2013. Here is another portion of the information we sent to the insurance adjuster and his supervisor on July 11, 2013. The letter states as follows: "An on-site inspection of your property was completed by our claim department. They prepared a replacement cost estimate of your home based on characteristics such as the dwelling's square footage, building style, age, construction grade and extra features. Using today's costs for labor and materials, the cost to rebuild your home is estimated at $168,070.00." end quote. In the offer to settle our claim (July 8, 2013) the insurance adjuster is offering $8300.00. The current offer is several thousand dollars under what it is going to cost in labor, repairs, materials and replacement of our lost walls, paneling, carpeting, vinyl flooring, light plates, electrical outlet plates and the list goes on. Current settlement offer has been sent back with our offer to settle this claim.

Business Response: Business Response /* (1000, 5, 2013/07/31) */ We respectively request an extension to Friday, 8/2/2013 to respond. Business Response /* (-10, 7, 2013/08/01) */ A response was sent to Mr. ***** on 7/31/2013, outlining the sequence of events pertaining to his claim, an inital settlement check was issued to Mr. ******* and upon reinspection a supplemental check was issued for supplemental payment of the plaster removal. Consumer Response /* (3000, 8, 2013/08/02) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) Travelers Insurance Group has requested an extension until Friday, 8/2/2013. We cannot accept nor reject a settlement offer when there is not one offered. Business Response /* (4000, 11, 2013/08/19) */ A second response was sent to Mr. ****** August 6, 2013, from Travlers Denver Claim Service Center. Travelers position has not changed. The inquiry was documented by the BBB on August 2, 2013 so we suspect it was received prior to receipt of Travelers settlement letter of July 31, 2013. To reiterate; It is Travelers position that we have paid everything that is owed based upon the facts of this loss and in accordance with the terms and conditions of your policy.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/19/2013 Problems with Product/Service
8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mortgage company sent my escrow check to travelers insurance company, when it was supposed to go to ***** finally my mortgage company tracked down this check, travelers inssurance mailed it without consulting me, mailing it to the wrong address I have emailed the agent I was in contact with *** ******* asking if the check has been resent to the correct address I gave her ect. I have had no response from anyone at travelers with mutiple attemps made by me to contact some one. I informed them that I would contact the BBB if no one were to responed to my attemps, Travelers failed to update me on any information regarding the Check they have erroneously maintained for over a year now.

Desired Settlement: DesiredSettlementID: Other (requires explanation) To have someone at travelers inform me on the status of the $630 check they are supposed to have sent me and the recipt of my check.

Business Response: Business Response /* (1000, 5, 2013/08/07) */ We respectively request an extension to 8/14/2013 to respond to Mr. *****. Thank you. Business Response /* (-10, 7, 2013/08/14) */ A response was sent to Mr. ***** on 8/14/2013 from Travelers Glens Falls Business Center. the email response is as follows: "As we discussed via phone earlier today, upon review I was able to locate the check in question. According to our records, the check was received and cashed on May 31, 2012 by your wife, **************. I've included a copy of the check for your records."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been living in this home for 18 years and through several hurricanes never filed a claim until last year. Travelers did NOT cover wind damage (a change they said they made to the policy) but reimbursed us $1100 for water damage then canceled our homeowners insurance coverage. Their reason...we filed a claim. It is hard to imagine that an insurance company can take a position of simply canceling anyone's coverage because they filed a claim under a homeowners policy that you have paid for 18 years. the policy they have paid for After paying annual homeowners premiums for 18 years, filed one claim for $1000 and Travelers canceled coverage.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Don't cancel the policy

Business Response: Business Response /* (1000, 5, 2013/08/04) */ A response was sent 8/2/2013 to Mr. ********, from Travelers Knoxville Service Center. Upon underwriting review of Mr. ********'s former policy, we found the policy was no longer eligible for renewal due to having a loss within the past 3 years and having no accompanying Travelers automobile policy. The non-renewal action taken was found to be in compliance with our current underwriting guidelines as filed with the state of North Carolina.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company sent me a past due amount for 6 months of automobile insurance at the end of the coverage dates. I signed up for pay roll deduction by my employer's benefits company- Marsh Benefits to pay for my automobile insurance through Travelers Insurance. Approximately $50.00/week was being deducted from my paycheck and sent to Travelers, via Marsh Benefits, to pay for my automobile insurance. March 27, 2013, I was laid off with my company and on March 31, 2013, Marsh Benefits received the last pay roll deduction for Traveler's Insurance. Traveler's Insurance continued to request payment from Marsh Benefits for my automobile insurance coverage. Of course, since I was no longer employed, money could not be deducted from my pay roll and sent to Travelers. It was not until July 11th, 2013 that Marsh Benefits notified Traveler's Insurance that I was no longer employed and that the deductions had ceased. On July 12th, 2013, Traveler's Insurance sent me a bill for $2,263.70 for automobile insurance coverage from Feb 2013-July 2013. I contacted Travelers and they advised that I was responsible for paying the money. They stated that they were not aware that the pay roll deductions had ended until July 11th, despite the fact that Marsh Benefits had not paid them since March 2013. They stated that if I do not pay the $2,263.70, it will be sent to collections. Please note that I will be filing a complaint against Marsh Benefits.

Desired Settlement: I am seeking that the company not charge the 6 months of coverage ($2,263.70) as I never knew it was being provided since I was not paying for it. Any other insurance company would drop coverage or at least contact the customer to request funds for coverage and not continue to charge the customer without notifying them.

Business Response: Business Response /* (1000, 5, 2013/08/02) */ A response was sent to Mr. ******, 8/2/2013, from Travelers Glens Falls Business Center. Travelers conducted a preliminary review and find that additional research is necessary in order to provide an adequate explanation. In light of this, Travelers has suspended the billing on Mr. ******'s account for 30 days. This does not prevent him from making payments that are due. However, it will prevent the release of any billing or cancellation notices. Business Response /* (-10, 7, 2013/08/09) */ Travelers will be responding to Mr. ******'s complaint from the Florida Department of Insurance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a roof leak and interior damage that the company refuses to pay for. The roof leak is due to hail damage. The company initially stated that there is hail damage and that it happened before my policy began with them, which is when I purchased the home in 2010. After a second inspection of the entire home and the detached garage, which was built in late 2010, it was discovered that the garage has hail damage as well. Even though we proved that my home had hail damage after my policy began with Travelers, they still refuse to pay my claim.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want Travelers to pay my claim so that I can repair my home.

Business Response: Business Response /* (1000, 5, 2013/08/04) */ A response was sent to Mr. ********* on July 30, 2013 from Traavelers Overland Park Claim Center. From the response letter..."This letter is to advise you we have completed our investigation in to your claim. We have inspected your home multiple times and determined the hail damage to your roof occurred prior to the policy inceptin date. As such we are unable to consider payment for the hail damage to your roof. I have enclosed a copy of the estimate we completed for the water damage to your home. However, our investigation revelaed the water damage was not caused by any preexisting damage to your roof. Due to the fact that the hail damage pre-dates your policy and the water damage was less than your deductible we were unable to issue any payment on your claim. It is not a case that we refuse to pay, it is a matter of the covered portion of your loss being less than your deductible and the roof of your home sustaining damage prior to your policy inception with Travelers. Unfortunately there is no other action One final point I would like to discuss is the inspection of your garage roof.. In your letter to the BBB you indicate hail damage was found to the roof of your garage. While it is true we inspected the referenced "garage roof" we did not observe hail damage to this structure. Your contractor who was present during Mr. ******** inspection agreed there was no hail damage to the garage roof. We have investigated your claim thoroughly. At this point in time it is clear you do not agree with our findings and based on our investigation it is our belief that the hail damage in question is not covered by your policy."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Travelers has not provided me with the money I am entitled to under my flood insurance policy for damages resulting from Superstorm Sandy. Product_Or_Service: Flood Insurance Policy Account_Number: **************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like them to fully reimburse me (less the deductible) for the costs I have incurred repairing my house.

Business Response: Business Response /* (1000, 5, 2013/07/18) */ A response was sent to Ms. **** on July 15, 2013 from Travlers, The Standard Fire Insurance Company, Flood Services Center. The claim payment(s) has been issued in accordance with the rapid claims process authorized by FEMA in Bulletin W-12092a. Through this bulletin, FEMA has authorized a conditional and partial waiver of the proof of loss requirement for Meteorological Event Sandy for payments made in the amount of the adjuster's estimate. FEMA has also extended the time to file a proof of loss from 60 days from the date of loss to one year in the event an insured believes additional amounts are owed under their Standard Flood Insurance Policy (SFIP). The payment(s) made are based on the adjuster's estimate. Accepting the payment does not prohibit the insured from seeking additional payment for covered flood damage terms and conditions of SFIP, assuming the total amount paid does not exhaust the limits of the policy. If the insured is disagreement with the amount of the payment, they must provide their own signed and dated proof of loss that meets the requirements of the Standard Flood Insurance Policy within one year of the date of loss. If they do not file a proof of loss within this one-year timeframe the file will remain closed. Consumer Response /* (3000, 12, 2013/08/07) */ I waited to respond to be sure that I had received Travelers response before updating this site. But I never received a response from Travelers. Their representation to the BBB that they sent me a response on 7/15/12 is yet another stage in their continuing effort to avoid responsiblity for reimbursing me for my covered loss. Can you obtain a copy of this supposed response and provide it to me or better yet have a Travelers representative explain what more I must do as I've sent them all my underlying documents twice now! Business Response /* (4000, 14, 2013/08/12) */ Ms. **** was contacted on 8/9/2013 by our flood vendor and the response letter is being resent to her. Consumer Response /* (-5, 19, 2013/08/13) */ It's true that ****** ***** of Travelers called me on 8/9 and apologized and said she would send me a letter. She also informed me that based on additional research on my case Traverlers was sending me an additional payment of $8,489.She later called back and left me a voicemail saying she was mistaken and no additional payment was being sent to me.She was going out on vacation and I should call her supervisior *** ******** I've called Ms. ******* twice and have not received a response back. I've also called and left a messsage for ****** ******* No response back from Ms. ****** either.

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They charge $3.00 for sending a bill in the mail or $2.00 all monthly to send you an electronic bill, this was never disclosed and from what I have seen online is not necessary or allowed. I called to get resolved or at least get a refund on some of them but they were uncooperative and would not transfer me to someone who could help me.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a refund of the fees since it was not disclosed and if it was, I would of paid my premium up front to avoid additional charges

Business Response: Business Response /* (1000, 5, 2013/08/07) */ A response was sent to Mr. ******* on August 7, 2013 from Travelers Glens Falls Business Center. At Travelers, we offer several different payment options to our customers that allow them to chose the payment method that is most convenient to them. In Mr. *******'s new business package as well as with his renewal, there was enclosed a billing disclosure notice that provided him with the available payment options and fees associated with each. Another copy was sent with this response to Mr. *******. Based on this disclosure we are unable to reimburse the fees requested. Consumer Response /* (3000, 7, 2013/08/09) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) They sent me nothing of the sort, blatently lying, this is not expceptable and it based on principal at this time. i disclose all charges to my customers in my industry.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was deemed totalled by travellers Insurance. There were 2 cheques issued for this purpose. One to my bank and another to me. The cheque issued to the bank hasnt reached the bank for over a week and when I called and emailed the company to follow up on this matter, no actions were taken and no one has responded to me. The second cheque issued to me did not process as the bank said that when they tried to collect the funds, the funds werent available. This has caused numerous inconveniences to me as it was one of their client that rear ended me and this insurance has failed to honor their client.My correspondance was made with ******** ******** from travellers insurance Product_Or_Service: insurance

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to expedite the process and be more proactive in retrieving the funds assigned to me. It is outrageous to see how they take peoples calmness for granted.

Business Response: Business Response /* (-10, 9, 2013/08/02) */ A response dated 7/24/2013 was sent to Mr. ********* from Travelers Total Loss Unit Dallas Claim Service Center. An explanation was given for the two checks issued in settlement of his claim, and that a financial institution sometimes holds checks for 5 days, however, Travelers has confirmed both checks were processed and cashed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2013 Billing/Collection Issues
8/8/2013 Problems with Product/Service
8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Travelers Insurance in the middle of April to receive a quote because I was thinking about switching over from Progressive. The price was great so I decided to make the switch but not until 5/27/2013. In the beginning of May I found out the company I work for was switching from Travelers to another company. I contacted travelers to tell them the situation and that I wanted to cancel my policy and stay with progressive.They cancelled my policy and asked if I still had insurance on the vehicle which I replied yes. A few months later I get a letter from the DOT saying they are suspending my license because travelers contacted them stating I had let my insurance lapse, which is an outright lie. I feel Travelers is making bogus claims out of retaliation because I didn't stay with their company. I made them aware I had insurance and that there was no lapse in my previous insurance. So now I have to deal with the DOT and try to straighten this out.

Desired Settlement: DesiredSettlementID: Not applicable I would like to see Travelers stop retaliating against hard working productive people, who maintain insurance policies, just because you don't choose their company.

Business Response: Business Response /* (1000, 5, 2013/07/24) */ A response was sent to Mr. ****** via email July 22,2013 from Travelers Glens Falls Business Center. The email included the following: "In reviewing your account with Travelers, I see that you had initially made a decision to take out a policy with us effective May 27, 2013. About a week later, you indicated that you decided not to insure with Travelers and we cancelled the policy the same day it was scheduled to go into effect, May 27, 2013. In our conversation, you indicated that in that timeframe, you had never cancelled your policy with Progressive Insurance and that it still remains in effect today. Per our conversation, I recommend contacting Progressive and have them send proof of insurance to the Pennsylvania Department of Transportation. This should clear up any pending suspension of your license and indicate that you had no lapse in coverage. We regret the inconvenience this has caused you and we are also sorry that we lost the opportunity to do business with you. "

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June 2013 I canceled my Travelers auto insurance. I replaced it with a Gieco Policy. My Travelers policy was paid until 6/24/13. The Gieco agent told me they would debt my checking account on 6/20/13 so that the tow policies would over lap. I received a bill from Travelers for 25.00 on 7/01/13. Product_Or_Service: Auto insurance Account_Number: ****************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Cancel the Travelers bill.

Business Response: Business Response /* (1000, 5, 2013/07/23) */ A response was sent to Mr. **** 7/23/2013 from Travelers Glens Falls Business Center. The response included the following: "I was sorry to read of your decision to leave Travelers recently. We appreciated the opportunity to do business with you and hope to serve your insurance needs again in the future. After a careful review of your account, we have amended the balance on your policy to reflect $0.00. Please accept our apologies for any inconvenience this has caused."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted travelers insurance in March 2013 to inquire about auto insurance for my son's car. After travelers informed that that the total for my car and my son's car would cost $769 for the month, I told them that I could not afford it. They referred me to another agent who never returned my calls. In April 2013, I ended up contacting Mercury insurance who currently insures the car since I did not hear from travelers. Travelers now wants me to pay $407.17 for auto insurance coverage for my son's Hunday saying that they covered the car for the month of March. First of all, I did not have the car in my possession until april, the march phone call was to get a quote because the car was still in Virginia. I never agreed to get auto insurance from travelers for $407.17 a month. There was no contract. In addition to that, travelers is claiming they covered the car but I never received any insurance card or coverage details from Travelers. This is simply a fraud that is being perpetuated by travelers insurance company. My son's car has always been and still is covered by Mercury insurance. Travelers insurance went further and sent me to a collection agency named CCS USA with claim number XXXXXXXXXXX. I did not obtain and did not receive auto insurance for my son's car for travelers and they cannot prove otherwise. If someone on travelers side decided to take it upon themselves and add my son's car without my knowledge and of course did not even bother to send me proof of insurance, it is up to travelers to investigate this issue and punish those involved.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for travelers insurance to remove my name from this collection company because I did not have a contract with them for my son's car. Someone screwed up on their end and I am asking headquarters to investigate this issue and take care of it as soon as possible. If this charge ends up on my credit report, I will have to take further actions to have travelers remove it.

Business Response: Business Response /* (1000, 5, 2013/07/16) */ A response was sent 7/16/2013 to Ms. ********* from Travelers Glens Falls Business Center. Upon review of Ms. *********'s former policy and related billing, Travelers is going to stop collections as she requested. Based upon her son maintaining a separate policy on his Hyundai with Mercury insurance, we are waiving the outstanding balance of $407.17.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife ******** ******* and I bought our first home in Nashua, NH on May 20th 2013. We used Travelers for our home insurance along with our car insurance. On June8-10th we received a cal from an unknown company out of NH saying they needed to come do a physical inspection of the property as there contracted by Travelers. We were never informed about this from Travelers. So being cautious on how the world is we said we just want to check with travelers and well call you back to set up an Appt. We called and Travelers said yes this is a Company they contract to do inspections. we asked how come we were never notified and they "travelers" said its not in there policy to notify. so we called back and made the appt when the inspection company said the order for inspection was cancelled. We called Travelers back and they told us the order was cancelled and not to worry it happens. So on June 18th we received a Cancellation notice stating our policy is cancelling due to "refusal of inspection" THIS IS A TOTAL LIE. SOOOO we jumped through hoops to get this done. We have documented phone calls with names of managers, employees, date and times of everyone saying they messed up and this will be taken care of and our policy will **NOT BE CANCELLED DUE TO THERE MISTAKE*** THEY DRAGGED THERE FEET INTO RUSHING THIS ISSUE AND NOW JULY 2ND COMES AND OUR HOME INSURANCE HAS BEEN CANCELLED DUE TO THE TRAVELERS SCREW UP. THIS IS NOT RIGHT. THE DISTRICT ATTORNEY AND LOCAL LAW ENFORCEMENT HAVE BEEN NOTIFIED ALONG WITH NEWS MEDIA. THIS IS DISGUSTING AND NOW WERE HOME WITH A 2 WEEK OLD BABY AND NO HOME INSURANCE AND WERE IN JEOPARDY OF LOSING OUR MORTGAGE.

Desired Settlement: DesiredSettlementID: Other (requires explanation) WE WOULD LIKE OUR FULL REFUND OF ALL MONIES TAKEN OUT FROM BEGINNING OF POLICY AND REMAINDER OF POLICY ALONG WITH ADDITIONAL MONIES BECAUSE OUR RATES HAVE SKY ROCKETED BECAUSE OF THIS.

Business Response: Business Response /* (1000, 8, 2013/07/19) */ A response was sent to Mr.*******, July 18, 2013 from Travelers Glens Falls Business Center. In reviewing Mr. *******'s inquiry, we have found the following has occurred: * Travelers offered to continue his home policy uninterrupted with an additional 90 days to address the concerns noted on the inspection. * Our records indicate he declined this offer and elected to move his policy to another carrier. As a result, his Travelers policy was cancelled effective July 2, 2013. * A refund check in the amount of $720.00 was mailed to his address at Nashua, NH XXXXX and received on July 8, 2013. * The refund was for the amount of unearned premium from the date of cancellation, July 2, 2013 through the policies original end date of *** 10, 2014. We are unable to provide any additional refund (unrelated to the amount of unearned premium listed above).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an offer for a $20 gas card if I called and got a quote from Travelers. I called and activated the code and the card never worked. I called Travelers back even though the numbers on the back of the card had mostly worn away. I read what I could see of the activation code and the woman I spoke with said she activated that code; however, I told her that I wasn't sure that was the code. I asked her to send me a new card and she said she could not do that. I told her I felt I had been swindled a bit and she said that was fine! I asked to speak to a supervisor and of course one was not available.

Desired Settlement: DesiredSettlementID: Replacement I would like Travelers to send me a new card.

Business Response: Business Response /* (1000, 5, 2013/07/12) */ A email response was sent to Ms. *******, 7/12/2013 from Travelers Glens Falls Business Center and the $20.00 gas card will be replaced.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2013 Problems with Product/Service
8/1/2013 Problems with Product/Service
7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2012 I had my 2006 Honda Pilot's timing belt replaced by Monro Muffler in Southington CT. On June 24 of this year the timing belt broke. We traveled about 7000 miles. The car has been with Monro since the 25th. Their insurance company (Travelers) took 4 days to appraise the car (The adjuster reviewed the car on the 28th). I talked to the claims rep at Travelers today and she told me it will be another week before liability is decided. My issue is that they know the timing belt broke (I even have it in writing from the Honda dealership that looked at it before bringing it to Monro). I asked the Travelers claims rep to at least provide me a loaner car since both my wife and I work and we are juggling how to get to work. My concern is that this is being dragged on even though they know the issue was with Monro. I feel that Travelers should at least provide me a loaner car while they work out the details. Product_Or_Service: November 2012

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would prefer that the Honda Service Center fixes the car and Monro pays for it. At this point I have no trust in even Monro or Travelers that my concerns are being heard

Business Response: Business Response /* (1000, 5, 2013/07/15) */ A response was sent to Mr. ********* July 12, 2013 from Travelers Buffalo NY Claim Office. The appraisal was completed on Friday 7/5/2013. The liability investigation continued on Monday 7/8/2013 and additional mechanical experts were contacted for review of the damages to the vehicle. On 7/9/2013 the investigation completed and liability was accepted. Mr. ********* was contacted by the Claim Professional on 7/9/2013, advising him that liability was accepted and authorized a rental vehicle to Mr. *********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had bought new lug nuts and bolts at the request of Walmart when I had my tires rotated in March 2012. The lug nuts and bolts were so tight that the bolts snapped in HALF and the front right tire flew off while I was driving. I did manage to steer the car off the road before anyone came down the street. My insurance company is charging with me as an AT FAULT DRIVER because I didn't maintain my car. I actually did maintain my car. I had new tires, new lug nuts, new bolts, new air filter, and fresh oil. They have upped my premiums by almost 50% saying that it was MY FAULT. Actually, if I had left my old lug nuts and bolts on and never had my tires rotated, the technicians would never have over tightened the lug nuts on my car causing all five bolts to snap in half.I have been with Travelers since January of 2004. I have had two tickets (January 2007 and October 2007), However, since these I have maintained an excellent and perfectly clean driving record. I have NEVER filed a claim before this one. So for ten years that have collected money from me and now they are raising my rate by $300 every SIX MONTHS to recoup the measly $4000 check they gave me for my car. I believe they have TOTALLY made a profit from me before this (considering they have collected money every month for almost 10 years) and now they say that I did NOT do my due diligence as a responsible driver. This is completely fraudulent and frivolous. They REFUSE to go after WalMart but have no problem penalizing me. Product_Or_Service: Car Insurance Account_Number: *************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a reasonable and fair premium since I AM a safe and responsible driver and car owner.

Business Response: Business Response /* (1000, 5, 2013/07/02) */ A response was sent 7/1/2013 to Ms. ******, from Travelers Glens Falls Business Center. As discussed with Ms ******, Travelers claims area recently re-evaluated the "at fault" designation of the April 11, 2013 accident. As a result of this additional review, the accident has been changed to "not at fault." The rating of her policy has been adjusted to reflect this change and she will receive an updated policy declaration in the near future reflecting the reduced premium for the July 24, 2013 to January 24, 2014 term.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Problems with Product/Service | Read Complaint Details
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Complaint: travelers started billing me for services i never agreed to. never signed anything, just asked for a quote upon calling travelers a rep. told me that they couldnt help meof course and that i had to speak to the agent that wrote the policy BUT he is not available till sometime in JUNE. than i asked if they had a consumer affairs or complaint ph # for me. they gave me a ph# that was disconnected. im very upset over this whole thing. please help...

Desired Settlement: i want billing to stop & clear this up with credit bureau. also requesting written apology from someone as to how this happens when you call for a quote.

Business Response: Business Response /* (1000, 5, 2013/06/10) */ A response was sent 6/10/2013 to Mr. ****** from Travelers Glens Falls Business Center. Travelers has been unable to locate an account or policy associated with Mr. ******, name, address or telephone number. We have tried several different methods to search for his information and unfortunately have not been able to locate an active policy or quote. We look forward to working with him directly to resolve his situation. A contact name, and email was provided to Mr. ******. Business Response /* (4000, 11, 2013/06/19) */ Travelers responded via a New York Department of Insurance complaint. Please refer Mr. ****** to the New York DOI. Consumer Response /* (3000, 17, 2013/07/03) */ From:****** ****** (mailto:*********@live.com) Sent: Thursday, June 27, XXXX X:XX PM To: *******@ct.bbb.org Subject: complaint reply regarding case #XXXXXXXX. i spoke to a mr. ************* from travelers ins. regarding my complaint of never buying ins. but getting a bill. he could not finde me in thier system at all. he was supposed to get back in touch with me but so far i have had no response for about 2 weeks or more. i still need for this matter to be resolved. thank you. Business Response /* (4000, 19, 2013/07/05) */ Mr. ****** is with Travelres Personal Insurance and it was explained to Mr. ****** that someone from Travelers Business Insurance area would respond to his complaint. As previously indicated, Travelers received Mr. ******'s complaint from the New York Department of Insurance, therefore, please direct Mr. ****** back to the New York Department of Insurance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In September of 2012 Travelers Insurance quoted us auto coverage for a twelve-month premium in the amount of $1,996.62. We accepted that proposal and coverage, and submitted full payment for the twelve-month period commencing September 28, 2012.On November 26, 2012 we received notice that Travelers decided to increase that agreed annual premium by an amount of $2,566.93 more than doubling what we agreed on! I requested Travelers to email me the specific paragraph in the contract showing where they had a right to increase the premium after it was agreed and paid in full absent any claims whatsoever. This was never provided to me. Quite angry, and with several bids below this now outrageous premium, we advised our agent to cancel this policy effective December 28, 2012, and we moved the coverage elsewhere. So the Travelers policy was in effect for exactly 13 weeks (or one-fourth of the year). We have no problem paying the agreed amount for that coverage. And we were told we would be reimbursed for the unused premium (75% of the annual amount).Simple math shows that 75% of the $1,996.62 we paid equals a refund due us in the amount of $1,497.47. On January 14, 2013 we received a partial refund in the amount of $848.04. On January 24th I emailed our agent inquiring about the balance of our refund due ($649.43). He said he forwarded my inquiry to the underwriter. I heard nothing back for several weeks, so I inquired again on March 7th. Later on March 7th I received notification that Travelers did in fact make an error calculating our refund. So they decided to send us $11.08 more, and call the matter closed! I am sure if this happened to you, you too would be irate. I dont know what if any laws are being broken here, but this smells an awful lot like Bait-and-Switch, False Advertising, or some other form of Deception/Fraud. I do know that the consumer now has a Bill of Rights, and I would hope that somewhere therein we are protected from this kind of brute-force robbery. Please provide me with direction on my best recourse to collect the remaining balance due me in the amount of $638.35. Product_Or_Service: auto insurance Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Force Travelers to pay us the balance of the unused premium they rightfully owe us in the amount of $638.35.

Business Response: Business Response /* (1000, 5, 2013/06/22) */ A response was sent to Mr. ******, from Travelers Glens Falls Business Center. A summary of the file was provided to Mr. ******. The original quote did not include all information necessary to correctly rate the policy. The updated policy included the correct premium from which any refund originates. An accurate refund based on the correct policy premium has been promptly returned. Travelers is unable to comply with additional requests for refunds. Consumer Response /* (3000, 7, 2013/06/25) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) Again, Travelers has done nothing to resolve this issue. They quoted a low rate to win the business. They offered a discount to collect as much money as they could up front. Then they will have us believe that they are allowed to raise this agreed-upon rate to whatever higher amount they want??? And they will simply keep our future premiums, which they enticed us to pay. This is like buying a TV on a credit card for an agreed price of $1,000. Then a few weeks after you get it home and installed, another charge is made by the same appliance store for another $500, for the same thing that was already agreed to and sold! Surly the Consumer Protection Agency and the Federal Trade Commission cannot allow or condone this piracy. Somewhere along the line Bait and Switch was found to be illegal. Somewhere along the line John Sherman crafted his Anti-Trust Act. Do we not have a Consumer's Bill of Rights? If Travelers is not going to do the right thing at this point in time, I will ask the Federal Government to step in and evaluate this deceitful practice. Perhaps it's time for class action to straight out these charlatans. Business Response /* (4000, 9, 2013/07/10) */ A response was sent to Mr.****** from Travelers Personal Insurance Legal Services, 7/10/2013. Travelers has conveyed its position to Mr. ****** several times. Travelers position has not changed.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My company, ****** ********* Inc., has had all of our business insurance-including auto insurance, from Travelers Insurance through ******** and ***** ****** for years. We have always paid our bills and kept our account in good standing. On January 8, 2013, our technician was getting ready to head to his first service call in our company car when he realized it was missing. Assuming it had been stolen, he called the police. Many hours and phone calls and angry customers later it was discovered that the car was actually towed due to lack of insurance. Many phone calls later I came to find out that, although we had been paying Travelers for auto insurance on this car each month, their underwriter never reported it to the DMV. We lost three customers, and approximately $1800 in service revenue, that day who had been waiting for service calls and finally called other companies when our technician was unable to get to them. The cost of the towing and storage at the impound lot, which we were forced to pay, was $199.90. We were also forced to rent a car for our technician to use while Travelers cleaned up the mess that they had created, and that cost us $234.35. Then, we lost another half day of service revenue, or about $600, when our technician had to go to court to fight the ticket that we had received for not having insurance on that vehicle. Most importantly, this incident has severely damaged our reputation as a reliable service provider. This all came after months of billing issues and awful customer service that we had overlooked because we had more important things to take care of. Travelers has fully admitted that they are totally at fault in this matter, yet they refuse to reimburse us any of the related costs, including our out of pocket expenses that we only had to pay because of their error. Product_Or_Service: Auto Insurance Account_Number: ******** BA

Desired Settlement: DesiredSettlementID: Refund I would like Travelers to reimburse us the $2,834.25 that we are out due to their error.

Business Response: Business Response /* (1000, 5, 2013/06/22) */ A response was sent to **** ******* on 6/21/2013, from Travelers Select Account Underwriting. After careful review of our records, unfortunately Traveler's would not be able to cover the rental, towing and ticket expenses that were incurred based on the original endorsement received from the agent and sent in our processing center. When it came to our attention that the endorsement request was incorrectly transposing the vehicles to be added and deleted from the auto policy we immediately set in motion actions to amend the endorsement to reflect correctly the vehicles to be added and deleted. In addition, we cleared the suspension notice **** had received as soon as the amending endorsement was processed. Consumer Response /* (3000, 7, 2013/06/28) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) Travelers has no offered me any settlement, nor have they offered any explanation for their position that it is my responsibility to pay for their error. All their response did was admit their error and reiterate the fact that they feel I should have to pay for it. The fact that they corrected the problem AFTER it cost me money, hurt my company's reputation, and I spent a day on the phone trying to get the root of the problem, does nothing to address the fact that none of this should have ever happened in the first place and that my company was forced to pay for their company's incompetence. The facts remain the same. I paid them for a service. They led me to believe that they were providing this service. They failed to provide this service. I was force to pay money, waste time, lose customers, and suffer damage to my reputation because of their negligence. Their response to my complaint, which is the first contact I received from Travelers at all since this happened almost 6 months ago, failed to even address the most basic of my complaints against them. These expenses occurred only as a direct result of their failure to provide the service I had paid them for., therefore these expenses are their responsibility. Business Response /* (4000, 9, 2013/07/15) */ A response was sent to Ms. ******* on July 8, 2013 from Travelers Underwriting Department. In response to her recent letter; we apologize if the initial letter was not clear. After careful review of our files Travelers has determined that there was no error on our part. Travelers processed the changes exactly per the initial request that we received from the agent. When it was brought to our attention that the change request sent to us was incorrectly transposing the vehicles to be added and deleted we immediately corrected it. While we certainly empathize with Ms ******* for the inconvenience and financial loss this has caused her we want be clear that there was no error on Travelers' part.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have my automobile policy through Travelers. I recently received my renewal policy. It is effective 6-20-13 to 6-20-14. I have two vehicles on the policy. On May 31st I called to delete collision coverage from one of my vehicles. It was on vehicle #1 a 2000 Chev. Cavalier. The premium for collision on this vehicle was $65. When I called to delete this coverage I was told that my premium would decrease by $50. I told them the premium that was shown on my renewal policy was $65 for this coverage. I asked why my premium would not decrease by $65.I was told that whenever a change is made the computer re rates the entire policy. I asked why and no answer was known.I did not change any other information that would effect the rates.I do not think this is fair to the customer. This should not be allowed to be done.Today I received this change in the mail. They increase my liability premiums on both of my vehicles. Why?? They increased my comprehensive premium on both of my vehicles. Why?? They increased my collision coverage premium on my other vehicle (89 Mazda). Why??I did not make any changes on my 89 Mazda. I did not make any other change on my 2000 Chev Cavalier other than deleting collision coverage.This one change that was requested I feel does not effect the rating of the entire policy. Product_Or_Service: Automobile Insurance Account_Number: Policy # XXXXXXXXX X

Desired Settlement: DesiredSettlementID: Other (requires explanation) When my original renewal policy was sent to me my total premium was $665.The premium charge for collision on the Chev. Cavalier was $65.I requested to delete this coverage effective on the inception date of the renewal policy. Therefore I feel my decrease in premium should be $65 not $50 what I was told.It is not fair to re-rate the entire policy when the change that was requested does not have anything to do with any other coverage or any other vehicle on my policy.

Business Response: Business Response /* (1000, 5, 2013/06/25) */ A response was sent 6/24/2013 from Travelers Knoxville Business Center. In order to offer our customers the best rates possible, we utilize highly segmented pricing with many variables; and at any given change to the policy, the premium can adjust as a result of these variables. In this particular instance, when the collision coverage was removed from the 2000 Chevrolet Cavalier, the premium for the remaining coverages were recalculated resulting in a net decrease in premium of $50.00. We regret that Ms ***** was dissatisfied with the change in her premium. While we understand and empathize with her disappointment, please know that her premium has been calculated based on Travelers' filed rules and rates in the state of Pennsylvania which apply to all policyholders, and the change in her premium was not intended to penalize her. Consumer Response /* (3000, 7, 2013/06/26) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) I understand that Travelers utilizes pricing with many variables. In this particular instance I was charged $65 for collision coverage on the 2000 Chevrolet Cavalier. I requested to remove collision coverage from this vehicle only. No other change was requested. I expected to get a decrease in premium of $65 not $50 as Travelers stated. I feel that the change I requested does not require a premium adjustment. Travelers stated that my premium was calculated based on their rules and rates filed with my state. I would like for Travelers to disclose a copy of these rules and rates filed with Pennsylvania. I would like this disclosure to include a list of all the reasons to which a policy can be recalculated when a change is made. I feel I have the right to request this since Travelers recalculated my policy. Travelers should have no problems doing this if they have nothing to hide. Consumers have rights too, and they should not be taken advantage of. I believe there was no valid change done to my policy that would warrant only a $50 decrease in premium. A full $65 decrease in premium should be issued. Business Response /* (4000, 9, 2013/07/10) */ A response was sent to Mr. ***** from Travelers Knoxville Business Center, July 10, 2013. Unfortunately, are unable to provide the detailed information it appears that Mr.***** is seeking. The specifics of Travelers rating plan are proprietary and confidential - we do not share this information with the general public. Travelers does understand Mr. *****'s concern and want him to feel confident that he is being treated fairly. Although we never encourage customers to file inquiries with the Pennsylvania Department of Insurance, this might be his best option if he remains unsatisfied with Travelers' position. The reason for this is that we are able to share confidential information with the Department of Insurance, since they have regulatory oversight over our business and ultimately approve our filings. Consumer Response /* (-5, 10, 2013/07/15) */ Travelers responded that the specifics of their rating plan is proprietary and confidential. However the list I asked them to disclose is only a list of reasons for recalculation. I am not asking for any detailed specifics on their rating plan. Travelers stated that they thought I was treated fairly, but I don't. Is it fair to charge $65 for something and only give back $50 if it is not wanted?? Is it fair for consumers not to know what changes to their policy can effect their premium?? Travelers should not be able to say that things are confidential to get out of disclosing this list of reasons. These reasons have nothing to do with their specific rating plan. It appears to me that Travelers is only concerned about making a profit and they do not really care about their customers. I do not believe that the change I requested would have warranted my policy to be recalculated. Other customers should be aware that Travelers is doing this to them. If more consumers complain about this matter, maybe Travelers will be held accountable to conduct business properly.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim handler using delay tactics in handling claim.\par Claim HNG4663 regarding stolen golf cart valued at $6700 insured for $6000 w/ $250 deductible. Claim handler ***** ******** was sent bill of sale, police report, pictures of golf cart and notarized affidavit. His response was that the golf cart was valued at $3300 so less the deductible he offered to send a check for $3050, much less than half the value of the cart. Every time I spoke with him he kept asking for more verification of the golf cart's value. When I responded that I insured the cart for $6000 he responded that Traveler's did not have to pay the amount insured but what they determine the value to be. This was a highly customized golf cart and he's thinking it was a basic golf cart like those on golf courses. He's calling states all over the southeast instead of calling Horry County golf cart dealers who could provide him with accurate information. I perceive this to be nothing less than an attempt to pay out a ridiculously low settlement hoping I will throw my hands up and take what he's offering. \par \par I have several policies with Traveler's but am considering another insurance provider for any future needs I may have. If I insured a car for $25K I would sure hate to think that Traveler's wanted to send me a check for less than half the value. I suppose that the good rates you get with Traveler's is offset by terrible customer service.

Desired Settlement: fs16 Given the value of the golf cart I would expect no less than $5750 settlement, an amount that reflects the amount insured less the deductible.)

Business Response: Business Response /* (1000, 5, 2013/07/09) */ A response was sent to Mr.********, 7/8/2013. The golf cart was originally appraised as a regular golf cart. That information was forwarded to Travelers Total Loss Department. The claim was reviwed with Mr. ******** and Travelers was able to get some additional information on how the golf cart was equipped. Calls were placed to several vendors in order to make sure the price we were offering was a fair value on the vehicle. The vendors contacted included the dealer that sold Mr. ******** the golf cart.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i recvd a auto insurance policy from this company by going through a insurance brokerage on 5/16/2013. they stated that i would save money by buying travelers insurance. I bought the policy. I later recvd a card that travelrs needs to review my info. I called on 6/5/2013 and did the review. on 6/10/2013 they wrote me a statement that my policy has changed from commute to buisness use of car and adding my permit driver to policy and that my premimum will raise all the way to the beginning of policy on 5/16/2013. i immediately called my broker, he looked and seen that they raised it from $354 a month to $550. I then got travelers 800 # and called them about the miss understandings. they stated that there is no miss understanding and the bill will not change. I stated that i will cancel that insurance. i called my broker back and he has nevered heard of anyone putting a permit driver on a policy. I had him cancel that policy with travelers on 6/11/2013 on 6/14/2013 travelers sent me a new policy dated 6/14/2013 and a bill for $185.23 that was past due from 5/16/2013. Instead of noting that there was a error reviewed on 6/5/2013, and my agent was unaware of this practice, i have to pay this additional $. If i had known that $550 was going to be my payment, i would not have bought it. This is a error between travelers and my insurance broker, but they both tell me that i must pay. I had a one day notice that this was a issue. i would have never signed for this and no one will take my feelings into consideration. Product_Or_Service: auto ins policy Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement just remove the $185.23 difference. I was not made aware that the first policy was in error until 6/10/2013. my broker was even unaware, when i received the letter from travelers about there findings in the "review". I was trying to save $ with auto insurance, not speend a extra $150 a month. I have called and talked to several people at travelers but no one can see my point. i keep getting referred back to my insurance broker that i no longer work with.

Business Response: Business Response /* (1000, 5, 2013/07/08) */ Contact Name and Title: ***** ********** Advocacy Contact Phone: XXX-XXX-XXXX Contact Email: *******@travelers.com Due to privacy concerns, I am unable to address specific aspects of her policy without her consent. If you require additional details from us directly, please request that she contact us to authorize the release of information to you. I can inform you that we provided a response to these issues in an email (that was favorable to Ms ***)which was sent to the insured today. Of course, she is free to provide a copy of this to your office if she deems it appropriate. If you have any additional questions or concerns, please contact me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called to get a quote on a home in January, and told them I would have to get some things taken care of and I would call back to pay. Called back in May (the home was still covered under another company I was going to cancel early as the policy does not expire until November of this year) to pay for the quote in full. The man I spoke with said he would have to set it up again as that one had "dropped" out of the system. I set the quote up and paid for it in full. I now have a collectioon notice that says I owe 218$ for a policy I never paid for that I canceled. I called to find out what happened and was told that the quote had actually started in January. I asked what happened to the bill and they said it had been sent to an address I've never lived at (I've been a customer since 2006 and never lived at the address they sent the bills to in my entire life). I told them I never changed my address, they said I changed it in February, I asked if they would take care of the money owed because I was not notified in the mail or when I called in may before collections to pay for that policy in full. Then the story changed to I didn't change the address until march, when I asked even if I had received the bill why wouldn't the person I talked to last month let me know I had a past due bill so I could have paid for it as I had called to payfor that quote in the first place, not start a new one on the same address? They said they couldn't help me and to have a nice weekend. Product_Or_Service: policy Order_Number: XXXXXXXX Account_Number: *** ***XXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Pay the amount due, or withdraw from collections as a mistake and I will pay the full amount.

Business Response: Business Response /* (1000, 5, 2013/07/01) */ A response was emailed to Ms ****** from Travelers Glens Falls Business Center July 1, 2013. After extensive review of Ms ******'s inquiry and contacts with Travelers, Travelers has made the following amendments to her policy: * Cancelled the original home quote with the incorrect mailing address the same day it went into effect. * Removed balance from our internal collection department. We were also sorry to read of her decision to cancel her remaining business with Travelers.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After canceling my policy almost a month ago, Travelers is still taking monthly payments from my paycheck and 4 different reps can tell me why! I canceled my policy on June 4th, was first told nothing would come out of my next paycheck. Nope, $200 odd dollars came out, after calling a different rep told me there would be that charge and I would get a paper bill of $90 in the mail to finish paying off my insurance. I then received a letter in the mail of a $321 credit to my account, I called travelers back and this employee said I would get a reimbursement check in the mail for the last $200 payment that came out. Never happened! I checked my pay check stub and sure enough I was charged yet again, I called the customer service hotline and was told there was nothing she could do and she would have somebody call me in the morning. This isn't right and why hasn't anybody been able to give me correct information onto why Travelers keeps taking my money! Since they've taken this money out of my check I don't know how I'm going to feed my family or the next two weeks. This has physically made me sick/disgusted and I hope somebody can help me or at least not give me the run around about where my money is going.

Desired Settlement: I feel I desire a refund of the month or partial of the money they've taken since we canceled!

Business Response: Business Response /* (1000, 5, 2013/07/02) */ We need additional information - policy type and policy number, in order to identify what area of Travelers to send Ms. ******'s concern.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I closed on my house in 2007, Bank of America had recommended this company to provide insurance for my house. I had this company for 5+ years as my house insurance provider without ever having filed a claim. Fast forward to 2011when winds from a hurricane damaged my roof (shingles) and it was then leaking. I had filed a claim to get my roof fixed and had no issues making that happen. Months later I received a letter from the company basically informing me that they were going to discontinue covering me. I called their customer service and from what I gather from that conversation was that they were dropping me because I filed a claim. I was very upset because that's what I thought I had been paying them for the whole time. Even the lady from their customer service indirectly expressed her understanding of my disbelief in regards to the reason I was being dropped. If I had this knowledge when I originally closed on my house that if I ever made a claim I would be dropped, I would have never given this company my business for 5+ years. When shopping for new insurance, (which was difficult because I had made a "claim") every customer service representative from multiple other insurance companies expressed to me that my experience was not common. I feel cheated that I would pay all those years and when it came time for them to do their job they would do it once, then drop me. They could accept my money as long as I didn't cost them anything, and I soon as I did need them for what I was paying them for.. I was then uninsured. I apologize for any spelling errors for I am typing this on a mobile device.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a detailed explanation why my home insurance was discontinued. If this is standard practice for this company, I believe it should be mandatory that the customer be informed before signing anything.

Business Response: Business Response /* (1000, 5, 2013/06/20) */ A response was sent 6/19/2013 from Travelers Knoxville Business Center. Upon underwriting review, it was found that the policy is no longer eligible for renewal due to the loss suffered on April 16, 2011 and having no accompanying Travelers automobile policy. Accordingly, a Notice of Non renewal was issued on September 19, 2012 explaining that the policy would not be continued at the expiration of the current term, effective October 24, 2012. Recent economic conditions and loss experience have had a significant impact on the insurance industry. As part of Travelers approach to confronting these challenges and sustaining business, we have had to make some difficult changes. We have revised our eligibility criteria for new and existing North Carolina homeowner policies and the changes include a new requirement that all existing homeowner customers without a Travelers automobile policy must be loss free to qualify for continuation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Another car backed into my car on Feb 2, 2013. I reported the accident to my insurance company. The other driver admitted 100% being at fault. I have an eye witness that will testify the other driver was 100% at fault. I got a quote for the minor repair ($523.33) from a reputable repair center ***** ******* Windsor, NJ). The other driver then changes her story, so now I have to claim from her Insurance company (Travelers). Travelers are not paying for the claim. They have made little to no effort to contact the eye witness and they are very slow in responding. I get the impression that they are trying to drag this out to see if it will just go away.Travelers Insurance Ref #: ******** ******* **************** New Jersey Claim CenterAuto Damage Claims RepresentativeP.O Box 1900Morristown, NJ XXXXXPhone: XXX-XXX-XXXXFax: XXX-XXX-XXXXEmail: ********@travelers.com

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please contact the eye witness, conclude the investigation and pay the $523.33 to get my car repaired. Thank you.

Business Response: Business Response /* (1000, 5, 2013/05/29) */ A response was sent to Mr. ****** from Travelers New Jersey Claim Center, May 15, 2013. The delay stemmed from attempting to obtain the witness information. Travelers called 7 times to Mr. ******'s wife in order to obtain the witness information. Contact was made with her, but she needed additional time to get the information. Another 13 days passed, and Travelers again reached out to her. She instructed Travelers to contact the insurance agent for the witness information. Since that time, Travelers has been unsuccessful in making contact with the witness, even sending claim adjuster to go to the witnesses place of employment to obtain a statement, but were still unsuccessful. Once Travelers makes contact, they will notify the ******** Consumer Response /* (3000, 7, 2013/05/30) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) In response to Travellers trying to contact Mrs ****** 7 times ... yes, Travellers kept calling us directly at home, while we were at work, instead of contacting our Insurance company ***** directly. We were in contact with our insurance company all this time. Travellers have not made a proper attempt to contact the witness, who works at a Dry Cleaners. They have made little to no effort to contact the eye witness and they are very slow in responding. I get the impression that they are trying to drag this out to see if it will just go away. Business Response /* (4000, 9, 2013/06/04) */ A response was sent to Mr. ******, June 4, 2013 from Traveler Morristown NJ Claim Office. Since the response of May 15, 2013 Travelers has made several more attempts to reach the reported witness, by phone and in person to the place of employment.An employee there indicated the person we are looking for is no longer employed and would not provide additional information. Since Travelers has exhausted all efforts, it is discontinuing to reach the witness, unless Mr. ****** can provide other means of contacting her. In the interim, Travelers will maintain it's position as previously communicated. Consumer Response /* (4200, 11, 2013/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. The eye witness worked at the Dry Cleaning business until recently. I tried to obtain her contact info but the business would not give that to me either. I appreciate your liability decision at 50%. However, if Travelers had been prompt to interview the eye witness the offer would be 100%. I gave the eye witness info to my insurance company ***** just after the incident. Another fact that bothers me is that the other party was apologetic and culpable at the accident scene, admitted it was her fault 100% and offered to take care of all costs. When the cost of the repair was presented, her tone and story changed. Based on the fact that Travelers did not follow through in a timely manner to contact the eye witness I request that this case be reviewed at a higher lever within Traveler's. Could you please have someone at VP level call me at my home phone number to discuss. Thank you. Business Response /* (4000, 13, 2013/06/17) */ Mr. ******'s complaint is being responded to via the New Jersey Department of Insurance (DOI) complaint received by Travelers. Please refer Mr. ****** to the New Jersey DOI.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First complaint Mr. ******** is a Independent Agent representing Travelers Insurance Co. Policy #XXXXXXXXXX. Mr. ******** is NOT working with Bayou Title & myself in delaying the closing of my property. Funds are being delayed because Mr. ******** is not responding in a timely manor. Bayou Title, my wife ***** and myself has been unable to get Mr. ******** to submit the proper documentation to complete the closing process. At this time the closing process has stalled because of Mr. ***** ******** & Travelers negligent behavior. It's has been over thirty (30)days in delaying the closing due to Mr. ******** & Travlers neglect. Second complaint In the effort to renew property insurance at **** ********* St New Orleans, LA XXXXX. Mr. ******** has NOT responded to my wife and myself request. Mr. ******** stated he would contact me within three (3) days with a renewal quotation, it has been over five (5) weeks and Mr. ******** have NOT contact me concerning the policy renewal.________________________________________ Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Not applicable To have Mr. ******** and/or Travelers Ins. Co. contact Bayou Title Co. at (XXX) XXX-XXXX Ms. ******* (file # SR-XXXXXXX). All other business transactions will be terminated with Mr. ***** ******** & Travelers Ins.

Business Response: Business Response /* (1000, 5, 2013/06/17) */ This complaint was responded to on June 12, 2013,by Travelers Flood Service Center based on Travelers receiving the same complaint from the Louisiana Department of Insurance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Billing/Collection Issues
6/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged a $10.00 late fee and a $6.00 mail charge fee for mailing a bill to me. According to the representative I spoke to on 4/15/2013 she took all my information for automatic payments. I get a phone call 6/3/13 that they didn't receive May's payment. When I call to see what the problem was, they tell me I was suppose to enroll online and the $6.00 charge was for having to mail my bill to me, that they have noted in the computer that that representative told me. The may payment would have been made if the representative told me that I had to do it online. I pay all my bills online and most of them are set up for automatic payments. The representative and supervisor inform me that there is NOTHING THEY CAN DO AND THAT NOBODY COULD WAIVE THE FEES. It's not my fault when I called in April that the representative then didn't do her job in giving me the correct information. It doesn't make sense to charge me to send me a bill that i'm suppose to receive in order for them to get paid. The supervisor was contradicting herself because I told her that I didn't receive any bill for may. She said that if they had in their computer that the bill was returned to them for any reason then someone would waive the $6.00. She had an "oh well to bad attitude" in continuing to tell me that they have no system to waive fees. How is it that they do not inform you that you will be charged every time they sent out your bill. I receive phone bills and credit card bills, light bills etc and they don't charge me for sending it. It has to be sent if they want to get paid! I am the customer and I pay them for their services...they didn't even try to attempt to accommodate me. Who wants to deal with a any company like that. No type of courtesy treatment. Especially an insurance company. It makes me think what can I expect from them if something God forbid happened to my house, how can I rely on them to help me and not give me any problems if they can't even give me a credit of $16.00? Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I want a $16.00 credit. They need to stop lying on that they cannot waive fees. No company has the system that if a mistake is done to bad for you because there is nothing they can do! Please the computer does not generate the bills itself...you have to enter all information in the computer and print out the bill to mail it!

Business Response: Business Response /* (1000, 5, 2013/06/17) */ A response was sent to ***** ***** June 11, 2013 from Travelers Glens Falls Business Center. After a careful review of the account and good faith attempts to place the account on automatic draft, Travelers has removed $16.00 in fees from the account leaving a total balance due of $26.17. We are sorry to have lost his/her business and hope to have an opportunity again to meet his/her insurance needs.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The terms of my homeowner's insurance policy clearly stated my annual premium, which was then increased by roughly 60% without my knowledge or consent. I did not discover the premium change until I received a notice from my mortgage company that the escrow balance associated with my mortgage was deeply in the red, resulting in the need to significantly increase my mortgage payment to cover the difference. At that point, the increased premium had already been in effect for six months. Travelers has refused to honor the original agreement, and has also refused to reimburse to the escrow account the money that they took in excess of the agreed upon premium. Account_Number: XXXXXXXXX XXX X

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Travelers to honor the agreed upon premium ($733) for my homeowners insurance policy for the current policy period, and refund the excess ($523) to the escrow account from which it was taken.

Business Response: Business Response /* (1000, 5, 2013/06/17) */ A response was sent to Ms.****** on June 14, 2013 from Travelers Glens Falls Business Center. An explanation was provided as to the factors involved for the basis of the premium increase. Ms. ****** was notified of the increase when she was sent her continuation declaration page. Another copy was provided with the response. Consumer Response /* (3000, 7, 2013/06/19) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) The company may have acted within the bounds of the law, but their behavior was clearly unethical and their lack of interest in helping resolve the concerns of a long-term customer was distressing. I have ceased doing business both with Travelers and with Geico (as Geico was the company who subcontracted our homeowners' policy to Travelers.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

6/19/2013 Problems with Product/Service
6/14/2013 Billing/Collection Issues
6/13/2013 Problems with Product/Service
6/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim for Hail Damage to my home and have had a terrible experience thus far. With $4k worth of collateral damage around my house and damage to my roof and all the vents on the roof, Travelers is still trying to deny my claim. Travelers is trying to say that all the damage around the house is hail and all of the vents on the roof are hail, but all of the marks on the roof shingles are from vandalism!!! Really!?! The claims manager told me that a roofer probably climbed on my roof while I was at work and caused the damage so that he could do the claim. How far-fetched does that sound??!! There are 9 houses on my street that have had their roofs replaced due to the same hail storm within the past 3-4 months, non of which had an issue with their insurance company. Travelers stated that i would have to make two claims for the damages around my house, one for hail and the other for vandalism!! Really? Just trying to get that second deductable?? The claims manager changed the story 4 times from: "there is no hail," to "there is outside influence," to "it is old hail," to "it is vandalism." Everytime I had an intelligent response to the bogus excuse Travelers gave me, that is when their story changed. I have also had another Home Insurance claims adjuster come out to look at my property and she stated that "this was a straight forward hail damage claim and that the roof, vents, and collateral damage around the house was from hail and should be covered by any insurance company." She also stated that there were no signs of outside influence anywhere on my roof or around the house. The most frustrating thing that the claims manager told me was that Travelers has this conversation with countless customers. Wow! You mean to tell me that you tell countless customers that the damage around the house is hail, but while the customer was at work or away from their house someone got on their roof and purposely damaged their roof!!! Unbelievable.... literally Product_Or_Service: March 2011 Order_Number: ******* Account_Number: XXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) i would like the resolution to be exactly how it is supposed to be. One claim for my roof and surrounding areas for the hail damage that was incurred during the hail storm. not two claims, one for hail around the house and to all the vents on the roof, and another claim for Bogus vandalism on the roof shingles. i should only have to pay for one deductable because this should only be one claim.

Business Response: Business Response /* (1000, 5, 2013/05/20) */ A response was sent to **** ****** on May 13, 2013, from Travelers Dallas Claim Service Center. A third party engineering service was hired and an inspection conducted April 9, 2013, and **** ****** was sent the conclusions of that report. The engineer concluded that the bundle of shingles with chipped edges from hail didn't occur from the recent storm. An estimate was provided to **** ****** on March 12, 2013. Travelers will not include any additional items based on the engineers conclusion of the damages. Consumer Response /* (3000, 7, 2013/05/22) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) there is not a science to see the exact date from hail damage. i have spoke to numerous roofing companies and insurance adjusters concerning that particular statement and have been told that you cannot know the exact date of when hail occurred. if you can i would like for the engineer to give me the exact date of when the hail occurred. I remember the hail storm and remember seeing numerous signs of hail around my house right after the storm, yet you are telling me that I don't know when the hail occurred and must be lying. That is how I see your perception. Good job telling your customer that he is lying. great customer service, not! the engineering report has many discrepancies like this in it. the engineering report also states that there was no hail in the Plano area from that storm, but there was hail in the Frisco and Allen area. that's funny because I live on the corner of Frisco and Allen and am within 1/8-1/4 of a mile from each. that is why they call my part of town the four corners, because I live on the corner of where 4 cities meet. also I provided travelers with my home inspection report which showed no prior damages to my roof. this conflicts directly with the engineer stating that the damage was prior. travelers stated that the report was not valid to this claim even though the home inspection report is only two years old. the funny thing is that the claims manager even stated over the phone about how she recalls the hail storm last year and how many neighborhoods in Plano were affected from it. she said some were affected and some weren't. when I told her that 9 houses on my street are having roofs replaced (not even including all the houses in my neighborhood) she changed her story to it being a house by house thing. this all seems very passive on travelers part to just push actual facts under the rug and give excuses like it was prior hail or it was vandalism. even in travelers response to this BBB complaint I am hearing something different. please prove to me that the hail on the roof is older than the hail around the house. you can't, because it (A) happened at the same time, (B) there is no science to determine the exact date of the hail, and (C) the home inspection report was only done a year prior to the storm and shows no damages to the roof what so ever (there were no major hail storms within that year otherwise I would have made my claim then). it is clear that travelers is focusing on things that are really not important but successfully tries to distract from the original issue. I need travelers to note the facts: there was a home inspection report of when I moved in the home two years ago that shows no damage to my roof, there are 9 houses within 200-300 feet from my house that have had roofs replaced because of the same storm. there is noted damage all round my house and on the roof from hail, and yet you are still just trying to say that they are two different claims. one for vandalism and one for hail??? in your response you did not even address a single concern that I displayed in my original complaint!!! did you read what I typed at all or was this just an automated response to a complaint???? please let me know of someone in your establishment that is attentive that I can talk to because this is absurd! Business Response /* (4000, 9, 2013/06/03) */ A response was sent 5/30/2013 to the Texas Department of Insurance in respnse to Mr. ******'s complaint. Please refer him to the Texas Deaprtment of Insurance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2013 Problems with Product/Service
6/7/2013 Billing/Collection Issues
5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company dose not professionally treat or compensate the other party that their insureds inflict pain and suffering on post accident. And they are a Company that thinks it is above the LAW when it comes to paying the claims of the injured parties, including when it involves children. So if your the injured party of a Travelers Insured driver, get a really good Law Firm and don't take their BS and sue them right from the start.

Desired Settlement: DesiredSettlementID: Refund To honor the original agreements of the settlement, you know what I mean Mrs **************.

Business Response: Business Response /* (1000, 5, 2013/05/07) */ A response was sent to Mr. ***********s attorney on May 7, 2013 from Travelers Denver Colorado Claim Office. Please refer Mr. ********** to his attorney.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2013 Guarantee/Warranty Issues
5/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Advertising/Billing & Collection/Contract (covers all issues)I have an auto and homeowners policy with Travelers. I have recently seen that there is an extra $25 charge on my premium every year. This charge is for Identity Theft Protection (which is an optional service that Travelers offers), which I never authorized or requested. I am being told that I cannot get my money back because this was an optional coverage that I could have had removed at any time (however I never knew that this was placed on my bill) so once I discovered that it was there, I did have it removed. Basically, they gave me a service that I never asked for or never would have known to use because I was unaware that I had it and then they are telling me that I cannot have my money back.Also, on the front page of the renewal package there is a P.S. that reads "We also offer other coverages designed to protect your assets, including car insurance, valuable items, additional liability (for lawsuits), boat and yacht, flood, and identity theft protection.This is telling the consumer that these services are offered but completely optional, this is NOT telling the consumer that we are going to add these services to your premium and expect for you to call and have it removed if you choose not to have it! Unfair and unreasonable.How many other paying Travelers customers are paying for this and don't even know that they are paying for it. I can't possibly be the only one. Product_Or_Service: House Insurance Account_Number: XXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Refund of additional $25/year since policy began in 2007. 150 bucks.

Business Response: Business Response /* (1000, 5, 2013/05/01) */ A response was sent to Ms ****** on 4/30/2013 from Travelers Glens Falls Business Center. A refund for prior years coverage cannot be granted, since under the terms of the policy, timely payment of premiums signifies acceptance of the terms and conditions offered. Travelers is unable to refund or credit her policy for the years in which the options coverages were provided.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Travlers Insurance on 4/04/13 and asked them NOT to renew my auto policy. I found out on 4/16 my acct will be drafted for $851.94 I contacted Travelers on 4/04/13 and told them I did NOT wish to renew my Auto policy, policy # XXXXXXXXX XXX X. They require 5 or 6 business days notice in order to not proceed with a draft. I notified them on 4/04 and the draft is not due to come out until 4/18/13. That is more than 6 business days. The Travelers employee (*********) said she was sorry to hear this and told me she would connect me with my local agent. At that point, I feel like I have done due diligence to give them sufficient notice to NOT draft funds out of my account. Today, while talking with my auto agent, he tells me that Travelers never stopped the draft, and that they will attempt to draft $851.94 from my checking account on 4/18/13. I do not have and will not have sufficient funds in the account on that date. It will take 3 business days for me to transfer in the sufficient funds, and this will be too late. My point is, I followed their guideline of giving them adequate notice to NOT renew my policy. They have dropped the ball and did not stop the automatic draft. Not only will my account be debited $851.94 on 4/18, I will be charged $35 for having an overdraft. This may even affect my credit rating, of that I am not sure.

Desired Settlement: I want an apology from Travelers. I have contacted them twice now and all they say is that they are sorry, but the draft cannot be stopped. Why can't it be stopped? And I certainly want to be reimbursed for any and all penalties and fees that are charged to me on behalf of their negligence.

Business Response: Business Response /* (1000, 5, 2013/05/01) */ A response was sent to Mr. ****** on April 18, 2013 via email from Travelers Glens Falls Business Center. The Travelers Representative discussed with Mr. ******, requesting a copy of the statement where he incurred a stop payment fee and the Representative will handle getting him promptly reimbursed for the charge.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had enrolled in automatic bill payment expecting that they would pull my standard monthly payment of $259 out of my checking account for my business' worker's compensation policy. In the meantime they had conducted an "estimated audit" of my 2012 payroll and "estimated it" to be 50% higher than it had been and sent me another bill for $1100+. I immediately contacted my agent to dispute this charge and she sent me the paperwork to provide them with our actual payroll numbers. I completed this report and returned it the same day. Meanwhile - Traveler's went ahead and deducted all of that money from my checking account. They had no right to take that money. My enrollment in auto-pay was based on my monthly premium of $259. Now I have been charged $175 in bank fees for overdrawn checks. Traveler's has since completed the ACTUAL audit but says they will only give me a credit on my account, not refund the money. We are a very small business who struggles on a weekly basis to make ends meet. I cannot afford to have hundreds of dollars sitting out there as credits. They absolutely did NOT have authorization to take that much and I think it's a terrible breach of integrity if that is their policy. I will be dropping them as my carrier as soon as I can find another! Product_Or_Service: Worker's Compensation Policy Account_Number: 3270N2160

Desired Settlement: DesiredSettlementID: Refund I would like a check to refund the unauthorized monies they took (stole?) from my account, along with the $175 they have cost me in bank charges! I'm sure this is a pipe dream but it is the RIGHT thing to do!

Business Response: Business Response /* (1000, 5, 2013/05/03) */ A response was sent to Ms. ******, May 2, 2013, from Travelers Billing Unit. The pre-paid status was removed and a refund will be sent to Ms. ******. The remaining balance will be paid over 5 installments.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/13/2013 Problems with Product/Service
5/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought Travelers Insurance to insure a second home in Washington State. A few weeks before the policy was up for renewal I received a letter from Travelers saying they were terminating the policy.They cited failure to "receive requested underwriting information". They had never asked me for any additional information.They cited "occupancy status of the dwelling". This is odd, since it has always been declared as a second home.There was no telephone number or address included on the letter from Travelers for any questions or issues to be dealt with.A second page of the letter said that they were basing the decision on information from a company based in New York. Who or what this company does is not clear. What this other company knows about property on the West Coast is not clear.I am referring Travelers to the BBB for their ridiculously high handed and uncommunicative approach and highly recommend using a different insurer. I am currently in the process of refinancing and this is just the kind of thing that can mess you up. I hope Travelers' changes its approach to customer service. Product_Or_Service: Home and contents insurance Account_Number: XXXXXXXXX XXX X

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like Travelers to contact me - preferbaly by telephone or e-mail - and to renew the policy.

Business Response: Business Response /* (1000, 5, 2013/04/29) */ A response was sent to Mr. ******, 4/29/2013 from Travelers Glens Falls Business Center. Travelers eligibility requirements stipulate that if we insure a secondary home, we must also insure the primary home. Travelers understood that the dwelling in Washington was not his primary home, but that it was only temporary and Mr. ****** would be moving from Iowa. On that basis, Travelers agreed to issue this policy, with the expectation that we would be notified when the Washington dwelling became Mr. ******'s primary residence. An inspection in June 2013 determined the home was unoccupied. Recently, Travelers learned that this dwelling will remain as his secondary home. Because it is not Mr. ******'s primary residence, the policy was non-renewed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an Renters Insurance Policy (Policy # XXXXXXXXX XXXX) with Travelers. At the time of booking the policy, I was not informed of a $5 charge for sending statements (mentioned in the fine print somewhere in the policy document). At the time of purchasing the policy, phone rep mentioned to that all information would be sent via email and I can break down my policy payment of $131 into 4 payments of $33 each. I was sent 2 statements in Sept 2012 and OCt 2012 charging me $5 each service charges for mailing me statements. When I switched my policy to new address in Nov'12, I was never told that $30 balance remained on my old policy and was charged a late fee as well for $10. Overall I ended up paying $20 in service charges and fees for a $10 policy for the period of OCt 16th to Nov 10th 2012. In addition when i called in and cancelled my policy in Feb, it was never mentioned by the rep that $30 remained on my policy at the old address. I kept on receiving collecions calls during weekends.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am seeking unfair service charges + fees of $20 collected from me for (a) not disclosing the charges for sending paper statements and (b) not mentioning in any of the phone conversation about prior balance and charging me a late fee for unpaid balances.

Business Response: Business Response /* (1000, 5, 2013/04/24) */ A response was sent to * ****** on 4/23/2013 from Travelers Glens Falls Business Center. * ****** was prvoided an explanation. The Travelers has several different billing options that are described to our customers when they purchase a policy. His agent GEICO Ins. Agcy does a very good job with this. These billing options are also included in * ******'s new business policy package of July 2012.Attached to the response letter is copy of the September 24, 2012 bill, the 10/23/12 Notice of Cancellation and the Billing Options page from the new business policy package. All these documents describe Travelers service and late fees. In reviewing the contact notes on * ******'s file, there is no indication of a call from * ****** regarding these fees in the September or October 2012 timeframe. On 11/8/12 the agency documented * ******'s call to change an address and that service agent also advised * ****** that an earned premium will be due and a bill will be mailed. Therefore, Travelers is unable to refund any monies associated with the service or late fees.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service
5/1/2013 Problems with Product/Service
4/25/2013 Problems with Product/Service
4/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/6/2013 I was injured at work and sent to Urgent Care for treatment. I didn't have the claim number for Traveler's at the time of treatment and was required to provide my primary insurance. I was charged my normal co-pay twice at Urgent Care and twice at my PCP related to the injury. I attempted to have the billing corrected and charged to Travelers as advised by my claim adjuster. I received several calls from Nextcare and my PCP billing department stating they weren't able to contact the claims adjuster from Traveler's in regards to my claim and had to bill my insurance. I spoke with a supervisor at Travelers and was informed that I had a "no touch" claim since I didn't lose any wages. I attempted to email Traveler's customer advocacy to expedite my complaint and get the billing fixed to be reimbursed and never received a response. I attempted to contact someone today in regards to my complaint and the lack of customer service and was told there was nothing she could due but email someone to see if they would respond.

Desired Settlement: DesiredSettlementID: Refund Refund all co-pays and insurance payment made by United Healthcare in regards to claim # *******.

Business Response: Business Response /* (1000, 5, 2013/04/11) */ An email response was sent to Mr. ****** from Travelers Phoenix AZ Claim office on 4/1/2013. His copies of receipts of the co-pays were received by Travelers and have been processed. Mr. ****** should be receiving reimbursement for these co-pays totaling $100.00. Consumer Response /* (3000, 7, 2013/04/15) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) Traveler has failed to process claims from Nextcare and my primary care physicians as promised. Both providers were paid by my insurance United Healthcare. Business Response /* (4000, 9, 2013/04/23) */ A response was sent to Mr. ****** on 4/22/2013 from Travelers Phoenix AZ Office. The response recapped the phone conversation with Mr.******.He provided the information on his primary care provider- Multi Specialty Physicians. This provider did not submit any billing related to his compensation injury to us. They will be submitting the billing information so we can process these. Also Next care has been paid for the 3/12 visit on 4/5/13 and the 3/6 visit on 4/12. In conversation with Mr. ******, there were no other outstanding issues that need to be addressed for his claim.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/17/2013 Problems with Product/Service
4/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have three policies with Travelers Insurance - Homeowner, Personal Article, and Automotive. On 1/4/13 I called Travelers to pay my personal article insurance and informed them of my change of address. I realized that they still had my previous address listed and wanted them to update their system with the current information.On 3/22/13 I received a letter from the state informing me that my car insurance has lapsed. On 3/23/13 I called Travelers to find out why I received a lapse notice when I have not received any information that my insurance was due. The Travelers representative informed me that they still have my old address in the system. When I told them I had informed them previously of my change of address they said that my other policy is really with Geico and not Travelers so my information was not updated in their system. I informed them that the bill I receive says Travelers, the representatives I speak to say they are from Travelers, and the payments I make go to Travelers. I said I would think that if I changed the address that the change would be applied to all of my insurance policies. They informed me that too much time had passed and that this was not their fault and there is nothing they can do. I always pay my bill on time and in full. I informed them to look at my payment history and asked them to reinstate my policy. They said they will not reinstate my policy and that this lapse will be on my record. I feel they are at fault and that I should not be penalized and charged more for insurance because of this situation. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement I would like for my automobile insurance to be reinstated at the current policy price and for the lapse in insurance to be stricken from my record.

Business Response: Business Response /* (1000, 5, 2013/04/08) */ A response was sent to********* on 4/5/2013 from Travelers' Knoxville Business Center. A review of the file shows********* called Customer Service on March 25, 2013, and*********'s policy was rewritten with no lapse in coverage, effective December 10, 2012.********* paid the policy in full on March 27, 2013, therefore, her complaint has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2013 Problems with Product/Service
4/8/2013 Problems with Product/Service
4/8/2013 Problems with Product/Service
4/5/2013 Problems with Product/Service
4/4/2013 Problems with Product/Service
4/3/2013 Billing/Collection Issues
4/1/2013 Problems with Product/Service
4/1/2013 Problems with Product/Service
3/26/2013 Guarantee/Warranty Issues
3/25/2013 Problems with Product/Service
3/25/2013 Problems with Product/Service
3/22/2013 Billing/Collection Issues
3/22/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service
3/20/2013 Problems with Product/Service
3/20/2013 Problems with Product/Service
3/20/2013 Problems with Product/Service
3/20/2013 Problems with Product/Service
3/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint pertains to a fact that My personal insurance company who insures my automobile is constantly raising my rates...Back in september of 2012 My rates went up an additional $50 dollars per six months due to a basic increase "across the board".Then they raised my rates again due to an address change, which really bothers me becuase the mileage to work has not changed..At the previous address I drove 6 miles to work while my wife drove 21 miles..Now that we have moved my wife now drives 1.5 miles to work, and I drive 18 miles, and this is mostly rural..I might also add we no longer live in a city, but we are now rural, and very quiet I might add.Now back in september while we were moved I had rented a *****.I did hit a gutter in a tight space when I returned it to the stroage facility..Now this is the first claim that I have ever had to file in my 21 years of driving, but they are now raising my rates additional 200 dollars per 6 months on my premium..I am now being penalized for using a product for the first time in 25 years, and I'm really getting sick and tired of my rates going up, and being gouged.. Product_Or_Service: automobile insurance Account_Number: XXXXXXXXXX XXX X

Desired Settlement: DesiredSettlementID: Other (requires explanation) Here is what I wish.It is very simple, I wish to have my rate lowerd back to $651 for 6 months of premium.It is very simple, I have a clean driving record, we are law abiding citizens, we have the best car seats acailable for our children and I have had enough.I do know that the insurance industry can be "very tricky" at times, however I am confident that I Can have my premiums lowered within a year If I go to another company..I want my premium at $651 for 6 months or I go to another company.

Business Response: Business Response /* (1000, 5, 2013/03/12) */ On March 12, 2013 **************** of our Glens Falls Business Center provided Mr. ***** with an explanation of his rate change. There were many factors involved which affected Mr. *****'s rates which included a recent address change and accident in September of 2012. We are unable to make any changes to Mr. *****'s premium as it is rated correctly for the state. Consumer Response /* (3000, 7, 2013/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There should be a what choice do I have option..However I have already gone back to *********** which is effective 3/17/13..They are not being totally honest with you which is fine...

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was suppose to have received my settlement check on 01/15/13 just like I did on 01/15/98 and neverreceived it. I called and spoke to several representatives and they were unable to bring up my personal information. They stated alk the information is different in their system so they told me to fax them a cooy of my license and social security card and sign it. Three weeks passed and I didn't hear from them so I called. They told me I had not signed the paper in which I did so they said they were going to send me another form for me to sign. Almost three weeks have passed and still havent received any form in the mail. I called today and spoke to the supervisor name ***** and he told me ihad not wrote down my address on the paper that I had faxed over so they couldnt process anything. Iadvised him I thought it was a signature and he said that wasnt it because my siganture was on the paper. I was confused on why they put my social security number in the system and not my aaddress if I didnt writ either on paper. ***** the supervisor couldnt answer my queation and said thats how the system works. Now I am haveing to wait another ten or more days to see what happened with the fax.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need my settlement asap without anymore run arounds.

Business Response: Business Response /* (1000, 5, 2013/03/13) */ We have reviewed the complaint submitted by ****** ******. Ms. ****** refers to a settlement check that she was supposed to be received on 1/15/2013. We conducted a search and were unable to locate a claim or policy number for ****** ******. Please have Ms. ****** provide the claim and or policy number associated with the payment. Upon receipt, we will provide a more detailed response.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/15/2013 Billing/Collection Issues
3/14/2013 Problems with Product/Service
3/13/2013 Billing/Collection Issues
3/13/2013 Problems with Product/Service
3/11/2013 Problems with Product/Service
3/4/2013 Problems with Product/Service
3/1/2013 Problems with Product/Service
2/26/2013 Guarantee/Warranty Issues
2/26/2013 Billing/Collection Issues
2/22/2013 Problems with Product/Service
2/22/2013 Problems with Product/Service
2/15/2013 Billing/Collection Issues
2/15/2013 Problems with Product/Service
2/15/2013 Problems with Product/Service
2/8/2013 Billing/Collection Issues
2/4/2013 Problems with Product/Service
2/1/2013 Problems with Product/Service
2/1/2013 Billing/Collection Issues
1/30/2013 Billing/Collection Issues
1/29/2013 Billing/Collection Issues
1/23/2013 Problems with Product/Service
1/21/2013 Problems with Product/Service
1/21/2013 Problems with Product/Service
1/21/2013 Problems with Product/Service
1/18/2013 Problems with Product/Service
1/16/2013 Problems with Product/Service
1/16/2013 Problems with Product/Service
1/15/2013 Guarantee/Warranty Issues
1/11/2013 Problems with Product/Service
12/28/2012 Problems with Product/Service
12/28/2012 Billing/Collection Issues
12/24/2012 Billing/Collection Issues
12/19/2012 Problems with Product/Service
12/19/2012 Problems with Product/Service
12/19/2012 Problems with Product/Service
12/17/2012 Problems with Product/Service
12/17/2012 Billing/Collection Issues
12/17/2012 Problems with Product/Service
12/17/2012 Problems with Product/Service
12/17/2012 Billing/Collection Issues
12/15/2012 Guarantee/Warranty Issues
12/6/2012 Problems with Product/Service
11/30/2012 Problems with Product/Service
11/29/2012 Problems with Product/Service
11/28/2012 Problems with Product/Service
11/28/2012 Problems with Product/Service
11/28/2012 Problems with Product/Service
11/26/2012 Problems with Product/Service
11/21/2012 Problems with Product/Service
11/21/2012 Problems with Product/Service
11/21/2012 Billing/Collection Issues
11/13/2012 Problems with Product/Service
11/12/2012 Billing/Collection Issues
11/12/2012 Problems with Product/Service
11/9/2012 Billing/Collection Issues
11/1/2012 Problems with Product/Service
10/31/2012 Problems with Product/Service
10/30/2012 Billing/Collection Issues
10/25/2012 Problems with Product/Service
10/25/2012 Advertising/Sales Issues
10/25/2012 Problems with Product/Service
10/25/2012 Problems with Product/Service
10/22/2012 Advertising/Sales Issues
10/17/2012 Problems with Product/Service
10/9/2012 Billing/Collection Issues
10/4/2012 Problems with Product/Service
10/2/2012 Billing/Collection Issues
10/2/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/28/2012 Billing/Collection Issues
9/28/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/28/2012 Problems with Product/Service
9/27/2012 Problems with Product/Service
9/24/2012 Problems with Product/Service
9/19/2012 Billing/Collection Issues
9/11/2012 Billing/Collection Issues
9/10/2012 Problems with Product/Service
8/29/2012 Problems with Product/Service
8/27/2012 Advertising/Sales Issues
8/23/2012 Problems with Product/Service
8/21/2012 Problems with Product/Service
8/21/2012 Billing/Collection Issues
8/7/2012 Problems with Product/Service
8/7/2012 Problems with Product/Service
8/2/2012 Problems with Product/Service
8/2/2012 Problems with Product/Service
8/2/2012 Problems with Product/Service
8/1/2012 Billing/Collection Issues
8/1/2012 Billing/Collection Issues
8/1/2012 Billing/Collection Issues
7/31/2012 Problems with Product/Service
7/31/2012 Problems with Product/Service
7/13/2012 Billing/Collection Issues
7/9/2012 Problems with Product/Service
6/27/2012 Problems with Product/Service
6/22/2012 Problems with Product/Service
6/21/2012 Problems with Product/Service
6/6/2012 Billing/Collection Issues
6/6/2012 Problems with Product/Service
6/6/2012 Problems with Product/Service
6/6/2012 Problems with Product/Service
5/18/2012 Problems with Product/Service
5/18/2012 Problems with Product/Service
5/11/2012 Billing/Collection Issues
5/11/2012 Billing/Collection Issues
5/3/2012 Billing/Collection Issues
4/30/2012 Problems with Product/Service
4/27/2012 Problems with Product/Service
4/27/2012 Billing/Collection Issues
4/26/2012 Problems with Product/Service
4/26/2012 Problems with Product/Service
4/24/2012 Problems with Product/Service
4/20/2012 Billing/Collection Issues
4/20/2012 Problems with Product/Service
4/19/2012 Problems with Product/Service
4/19/2012 Problems with Product/Service
4/19/2012 Problems with Product/Service
4/19/2012 Billing/Collection Issues
4/19/2012 Problems with Product/Service
4/19/2012 Problems with Product/Service
3/30/2012 Problems with Product/Service
3/22/2012 Problems with Product/Service
3/22/2012 Problems with Product/Service
3/15/2012 Problems with Product/Service
3/14/2012 Billing/Collection Issues
3/12/2012 Billing/Collection Issues
3/8/2012 Problems with Product/Service
3/8/2012 Billing/Collection Issues
3/8/2012 Problems with Product/Service
3/8/2012 Problems with Product/Service
2/24/2012 Billing/Collection Issues
2/24/2012 Problems with Product/Service
2/22/2012 Problems with Product/Service
2/22/2012 Problems with Product/Service
2/13/2012 Problems with Product/Service
2/13/2012 Billing/Collection Issues
2/9/2012 Billing/Collection Issues
2/9/2012 Problems with Product/Service
2/9/2012 Problems with Product/Service
2/2/2012 Problems with Product/Service
1/27/2012 Problems with Product/Service
1/20/2012 Problems with Product/Service
1/20/2012 Problems with Product/Service
1/18/2012 Billing/Collection Issues
1/11/2012 Problems with Product/Service
1/11/2012 Problems with Product/Service
12/30/2011 Billing/Collection Issues
12/30/2011 Problems with Product/Service
12/30/2011 Problems with Product/Service
12/29/2011 Problems with Product/Service
12/29/2011 Problems with Product/Service
12/29/2011 Problems with Product/Service
12/29/2011 Billing/Collection Issues
12/29/2011 Problems with Product/Service
12/29/2011 Billing/Collection Issues
12/29/2011 Problems with Product/Service
12/29/2011 Problems with Product/Service
12/29/2011 Problems with Product/Service
12/28/2011 Advertising/Sales Issues
12/27/2011 Delivery Issues
12/23/2011 Billing/Collection Issues
12/16/2011 Problems with Product/Service
12/15/2011 Problems with Product/Service
12/9/2011 Advertising/Sales Issues
12/9/2011 Billing/Collection Issues
12/8/2011 Problems with Product/Service
11/30/2011 Problems with Product/Service
11/30/2011 Billing/Collection Issues
11/30/2011 Problems with Product/Service
11/25/2011 Advertising/Sales Issues
11/23/2011 Problems with Product/Service
11/23/2011 Problems with Product/Service
11/23/2011 Problems with Product/Service
11/23/2011 Billing/Collection Issues
11/23/2011 Billing/Collection Issues
11/22/2011 Billing/Collection Issues
11/17/2011 Billing/Collection Issues
11/11/2011 Problems with Product/Service
11/10/2011 Problems with Product/Service
11/9/2011 Problems with Product/Service
11/9/2011 Billing/Collection Issues
11/9/2011 Problems with Product/Service
11/9/2011 Billing/Collection Issues
11/6/2011 Problems with Product/Service
10/31/2011 Problems with Product/Service
10/29/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service
10/28/2011 Billing/Collection Issues
10/28/2011 Problems with Product/Service
10/28/2011 Guarantee/Warranty Issues
10/28/2011 Guarantee/Warranty Issues
10/28/2011 Problems with Product/Service
10/28/2011 Billing/Collection Issues
10/28/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service
10/28/2011 Problems with Product/Service
10/22/2011 Problems with Product/Service
10/20/2011 Billing/Collection Issues
10/14/2011 Problems with Product/Service
10/14/2011 Problems with Product/Service
10/14/2011 Problems with Product/Service
10/7/2011 Problems with Product/Service
10/6/2011 Problems with Product/Service
10/6/2011 Problems with Product/Service
10/6/2011 Problems with Product/Service
9/29/2011 Problems with Product/Service
9/23/2011 Problems with Product/Service
9/23/2011 Guarantee/Warranty Issues
9/23/2011 Problems with Product/Service
9/22/2011 Problems with Product/Service
9/22/2011 Problems with Product/Service
9/21/2011 Problems with Product/Service
9/9/2011 Problems with Product/Service
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