Complaints

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

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• 

  Travelers Companies, Inc.

  1 Tower Sq Stop 8A Hartford, CT 06183-0001

• 

  Travelers Insurance

  P.O. Box 10891 Chantilly, VA 20153-0891

• 

  Travelers Insurance

  PO Box 10069 Albany, NY 12201

• 

  Traveler's

  PO Box 173798 Denver, CO 80217

• 

  Travelers Insurance

  P.O. Box 44219 Fort Washington, MD 20749

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was injured at work on 8/29/22 and was informed that Travelers would be my insurance company. My first adjuster Juanita was amazing. She answered all of my emails and phone calls every time. For some strange reason, my adjuster was changed to another lady. Huge regret. She never responded to any of my requests for help and or clarification. She consistently paid me late or would find any reason to delay my payments. Her manager is completely unprofessional and incompetent as well. I wanted a second opinion and the manager said that would never happen and I could not change doctors. Lol, boy was she wrong! They will say anything to make you feel defeated. I was sent a confusing letter and for 20 minutes they couldn't explain what the document was referring to. I called the Workers Compensation office and within 1 minute I completely understood what the letter meant. I had to hire an attorney because this shady company was trying to find any reason to deny my claim so they could end any future payments to me. These people are not here to help you. They are mearly here to save as much money as possible weather it be via technicality or by you making an innocent mistake. I definitely would not be on workers comp had I not hired an attorney from these scammers.

  Business Response

  Date: 11/22/2022

  Good Morning,

  The complainant has been responded to. Company position remains upheld.

   

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account ********* is the account I’ve been trying to receive $40 payment owed to me after account rep advised I would receive. I’ve called 3 additional times since March and haven’t been reissued the $40 check preferred as they said they are unable to credit my bank.

  Business Response

  Date: 11/22/2022

  Good Morning, Travelers has responded to the complainant about their refund being delayed. A stop payment was placed on the refund and a new one was issued to the customer. Thank you. 

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ****** **** ******** ******* *** **** ***** ***** Policy Number: *********
  Claim Number: *******
  The details of the complaint/concern:
  
  I got into a car accident on Sept 29 another driver doesn't have insurance and committed a fault. My car was sitting in my tow yard for a week then got towed to the wrong location. It supposes to be towed to ******* ********* on Oct 7 but it was towed to *** **** ******.
  
  Finally, after a week of sitting in *** **** ******. On October 14, it got towed to ******* ******** to do the repair estimate
  
  I called ******* ******** every 2 days to check on the estimate of my car. I got the promise of the deadline every time I called in and they break promise after promise.
  
  More than 2 weeks after ******* ********* received my car, they sent the final estimate to Traveller Claim Professional Team. It's 60,000$ to repair my car. I called Traveller to see what is next time. Is it repairable or will be a total loss since the repair is more than 1/2 of the car value? Traveler Profession Team promised they will get back to me on Monday, November 07 for the final answer.
  
  Monday, November 07. NO ONE calls me for the update. I have to call Traveller Profession Team to get an update. Trey M***** from Traveller says they still waiting for something from the Adjuster or someone to make the decision on my claim. He said he will check and give me a call later. Of course no CALL again.
  
  Tuesday, November 08. NO ONE calls me for the update. I have to call Traveller Profession Team again and this time I DO NOT want to speak with TREY M****** anymore since he will just transfer me to ******* every time. I spoke with his manager instead because he was seen to be more professional. His manager says ******* ********* still tearing down my car for FINAL ESTIMATE. I was like WHATTT !!! I thought it was done on Nov 01 for an estimated 60,000$,
  
  41 DAYS AND STILL NOTHING, ALL I GOT IS LIE AFTER LIE FROM TRAVELLER TEAM & ******* *********.

  Business Response

  Date: 11/14/2022

  Good Morning, A total loss adjuster from Travelers has contacted the complainant with regards to settlement. Travelers has responded to the complaint. 

  Customer Answer

  Date: 11/14/2022

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

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck was stolen October second it has been a nightmare to deal with travelers. First they fought with me to get my truck out of impound now they are fighting with me on a rental. My claim representative is horrible, rude disrespectful and no help at all! The company should be ashamed of how they act and who they employ

  Business Response

  Date: 11/02/2022

  Good Morning, Travelers has responded to the complainant, the customer has received settlement to cover the repair costs and Travelers is working with the complainant to review any further bills due from the tow/storage company. Thank you! 

  Customer Answer

  Date: 11/02/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. I want to know what they are going to do with the horrible customer service representative that was rude and was very unprofessional?
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travelers recently did a home inspection for a policy on my home. I just received a demand letter from them demanding I fix the issue of my yard looking messy otherwise my coverage will be terminated. I have a fantastic yard but with small children who leave toys unattended or sometimes play with things other than toys and leave them in the yard. Recently had a baby with minor health issues but I had to be off work nearly 3 months taking care of him so yard wasn’t mowed and toys didn’t get picked up to mow when they showed up. This is completely unacceptable and I will not do business with someone who is going to disrespect me and my home and have no compassion for day to day life. As such I called to request them to rescind the notice as all of the so called issues were already taken care of well before they sent us anything and I refuse to send them pictures when I can just as easily go to another insurance company who won’t disrespect me like this otherwise they can come out here and take their own pictures.

  Business Response

  Date: 10/31/2022

  Good Morning,

  The complainant has been responded to directly on 10/31/2022. Company position remains upheld.

  Thanks,

  Tom 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insured: ****** *********
  Property Address: ***** ****** ***** ********** ** ***** Policy #: O*********************
  Claim Filed #: **********H
  Date of Loss: 09/12/2022
  Underwriting Insurance Co : TRAVELERS PERSONAL INSURANCE COMPANY
  
  TO ******** BUREAU OF INSURANCE
  
  KINDLY, I wish to make a Complaint against my Travelers Landlord Insurance Policy for
  Bad Faith Insurance.
  I have been with Travelers for 2 years – No claim.
  They refused to Cover a Water Leak from Flushing the Toilet which [ was Sudden & Accidental] damaged & caused a major leak to the floor; which leaked to the Basement ceiling and floor damage. This was not a slow leak that occurs over a period of weeks, months or years!
  MORE THAN sufficient document & pictures were supplied of the damage & repair by ******* ******* & I submitted online/email & online claim form all documented and dated.
  
  Under the Policy I am covered for this Peril:
  
  11. Accidental Discharge or Overflow of Water or Steam... including cost to tear out floor & replace. HQ-P53 VA (04-21)
  
  Prompt and Immediate Notice was given to Travelers of the Day of Loss [ 09/12/2022 ] within 12-24 hrs and immediate action was taken by plumber on scene the next day to minimize damage.
  It is Unfortunate that the Travelers representative Brandon Angeloff decided to inspect the damage 5 Five days later, once the plumber had partially repaired the Leak.
  
  Travelers is finding any excuse & all excuses to Evade Coverage!
  I wish they cover my Peril or at least return All my 12 month total premium $564 due to their act of Evasion & Deceit. How many more/other Customers have they SCAMMED!
  Please, Please Investigate. Thank you.
  
  Sincerely,
  
  ****** *********.
  
  
  ****** ********* **** ***** ******* ** ********** ** ***** ******************* ************

  Business Response

  Date: 10/31/2022

  Hello, Travelers has decided to uphold their position. Please see attached detailed response to the customer. Thank you.

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I've been a customer with no less than 3 policies with the Traveler's for approximately 9 years. I've always paid my bills on time and in full. This summer, apparently I didn't receive the only 2 letters I received requesting me to pay my homeowners. In late September, I happened to login to pay another policy and saw my homeowner's was lapsed. It was apparently lapsed on August 20th, about 40 days earlier. I called and said I'd like to reactivate it and was denied. I was told I needed to start a new policy and it would be about the same price (you can listen to the recording, if they recorded the call!). After about 35 minutes waiting for the quote, it was +50% more (about $900 extra per year!). I asked to be transferred back to customer service and had the request escalated but they said their underwriters could not restart it. I do not have paperless billing turned on because I don't trust the email getting lost and clogged but this time, the mail seemed to fail and as I told them, it was on hold once or twice this summer so maybe lost.
  
  No warning but apparently 1 letter pre-due date and one after. This shouldn't happen but did. They have my number, they or a robot could have called me and warned me. But be human and let's work together to fix this in a reasonable and flexible way.
  
  Two potential resolutions would be acceptable to me:
  
  1. I would like them to reactivate my policy #********* at the price I owed plus I will pay the late charges.
  
  2. If they absolutely cannot do #1, start a new identical policy but for 3 years, credit me the extra +50% premium. This is reasonable. It's unethical to suddenly charge me +50% more and not be flexible in any way due to a mail error/mistake.
  
  Thank you.

  Business Response

  Date: 10/21/2022

  Hello, please see attached response to the customer. Travelers has decided to uphold their position on reinstatement. Thank you. 

  Customer Answer

  Date: 10/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is no different from their reply before I contacted you and because it's unreasonable not only that they are unwilling to be flexible to reinstate my policy due to a mail error and when they never followed-up up with me by phone as a longtime, on-time paying customer but also they are only willing to initiate a new policy at a downright egregious +50% premium over my last cost.  I am being flexible to start a new policy but not at a +50% cost.  The representative and company has shown to be totally inflexible and insensitive to this price increase and reinstating the policy.  I'm very disappointed.  Where is the flexibility and goodwill from 9 years of paying my bills on time for 3 policies?
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 11/02/2022

  Hello, Travelers maintains their position. Thank you. 

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is ******** ******* I'm have a problem with the Communication between travelers' insurance companies. my car was stolen on the 17th of August I had a rental car for 30 days. I asked Shelby L*** my point of Contact for a listed of approved locations at the beginning of this process. she then told me that I can take my car anywhere I want to. took my car to 2 dealerships same issue at both shops they would not come down off the price. but at the 2nd dealership who had my car for 3 week they went back and forth. the communication wasn't good with Shelby L*** she wouldn't answer her phone or no call me back. so, after that I asked an approved listed of shop, I can take my car from her manager Ray. so, on the 16th of September I had my car move and again to Bommarito. I have zero communication with travelers on less I call them and still not my point of contact. at this point I just want my car back it been almost 2 months and feel like I am getting the run around. if you can help me out of this situation.

  Business Response

  Date: 10/18/2022

  Travelers has responded to the complainant confirming communication with the repair shop. The parts have arrived and an expected date of repair was given. 

  Customer Answer

  Date: 10/18/2022

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

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have our Homeowners Insurance with Travelers Insurance. We initiated a claim due to hail damage from a storm on May 19, 2022. Travelers sent one of their adjusters, Justin, on July, 7 to assess the overall damage. Justin noted damage to the exterior of our front living room window. Since Justin's visit, Travelers has shuffled our claim to three or four claim handlers, (I've lost count), who are now stonewalling ******* ***********, our chosen contractor, over a standard O&P charge for the window. As we understand, Travelers has approved the cost of the window, but not the cost to INSTALL the window!!
  
  They are also suggesting ******* should use cut-off 3-tab shingles as a starter course on our dimensional shingle roof, rather than the industry standard manufactured starter course appropriate to dimensional shingles!
  
  In our view, Travelers is not treating us as valued customers. If Travelers wants to do business in *********, they must abide by appropriate regional building standards and not abuse local ********* business owners by denying them the opportunity to earn an honest living.

  Business Response

  Date: 10/19/2022

  Hello, Travelers has decided to maintain our position on overhead and
  profit. Please see attached detail letter sent to the customer. Thank you.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a homeowner's "commercial" policy with Traveler's Insurance. My mortgage company paid for my policy from my escrow account on August 8, 2022. Travelers said my insurance was going to be canceled for non-payment, so my mortgage company sent a second check overnight assuming the first check was lost somewhere in the mail. Then both checks were cashed. The second check was applied to our account, but the first check has not been refunded. Copies of both cleared checks have been provided 3 times and now Travelers is asking for another copy. The first check that I am asking to be refunded cleared on August 29th. Our mortgage payment has been impacted from the escrow shortage and Travelers lack of action in refunding the money. We have called multiple times and explained and re-explained the situation over and over again, only to hear the same story and be transferred to yet another person to explain the problem to. Travelers has several copies of the cleared checks. I understand that they need to investigate on their end, HOWEVER, with cleared checks having been provided to them several times, it is painfully obvious that the disconnect is indeed on their part. My funds, in the amount of $2,778 need to be refunded immediately so that I am able to make my full mortgage payment next month. I truly have been patient in hopes that the investigation would have been completed by now, but today I learned that the investigation has not even begun and there were ZERO steps being taken to resolve the issue. Please help me with this issue. The times we live in now are difficult at best. My family like millions of others are having trouble keeping food on the table with tremendously rising food costs. We are retired Military and finding money for a higher mortgage payment is just about impossible at this point. I am truly desperate for help.

  Business Response

  Date: 10/14/2022

  This email is in response to the complaint we received from you in connection with our customer, Thomas Burden, and his concern with the billing status on his Farm Policy 715-6N990237/Billing Account 06N990237.

  We researched the payment status and found that the original payment was submitted to us by the mortgage company via a bulk check and they sent it to a lockbox for our Personal Insurance division. Our farm policies are part of our Business Insurance division and both of these divisions have separate billing departments. It took a while for the payment to be processed as the funds that were sent by the mortgage company went into a holding account that required a manual process to transfer them over to the Business or Farm billing team before they could be applied to Mr. ******** farm policy.

  The good news is that we can confirm that a refund of $2,778 was sent back to the mortgage company, ****** ********* ********, on 10-10-22.   

  We apologize for the delay and length of time that it took for this billing issue to be resolved and the manager of Billing Team is going to research the payment history on this policy to determine why it took as long as it did for the issue to be resolved. We also called Mr. ****** and left a voicemail on his answering machine to let him know the refund had been sent to his mortgage company as well as our phone number if he wanted to call us back to discuss his policy and payment status further. If the BBB or Mr. ****** has any further questions or concerns regarding the payment status of his farm policy, please feel free to contact us again.

  Sincerely,

  Ed T****** | Managing Director | Agribusiness

  Travelers