Business Profile

Insurance Companies

Travelers Companies, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

882 total complaints in the last 3 years.
278 complaints closed in the last 12 months.

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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:09/29/2022
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.
On 9 /28/2022, I had took my vehicle to repair shop. The schedule time appointment was at 9AM. Two days before appointment, I had called Travelers insurance and spoke with representative about rental car. Representative sent email confirmation of rental reservation and said that reservation has been taken care of. After I had dropped vehicle off at repair shop, I had called Enterprise customer service number with the reservation # given to me. Customer service representative checked into matter and had to update reservation that was made on 7/19/2022. I did go to the local enterprise branch office near the collision center and had given representative information. They did not have rental car available, but she did tell me to check with the enterprise branch in Lugoff, SC. The would already have my information and I would just need to pick-up rental. When I went to the Lugoff, SC branch office, the representative told me that they don't have my information and a rental vehicle will not be ready until sometime tomorrow. I had called the Enterprise customer service number about four times during day to inform them about reservation and rental vehicle availability. They kept changing and modifying reservation and no one could not give me an honest explanation. They also failed to do their job with the reservation of rental vehicle. I called Travelers and spoke with adjuster, who actually told me that I would have to finalize reservation and contact rental company. I found the adjuster's attitude very disrespectful and unprofessional. At the end of the business day, Travelers nor Enterprise did not honored their word when it came to the rental reservation being taken care of or handled correctly. Since vehicle repair appointment was scheduled two months in advance, I find their actions very disrespectful. This has cost lost wages/income and time needed for me to care for my clients (I work as a home health nurse). I also lost time in caring for other obligations.
Business Response
Date: 10/13/2022
Hello, Travelers has provided a detailed written response regarding their position. In addition, Travelers has also made contact via phone to the customer
Initial Complaint
Date:09/26/2022
Type:Customer Service 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.
On 22 Sep I discovered my banking account was put in a 'restricted' status for an unspecified reason. I was not notified about this ahead of time and the only way I found out about this was when my debit card was declined. This is the second time in a month this has occurred. While in a restricted status I have zero access to my money or accounts. When I called to rectify the situation I received zero assistance, and was only told to supply ID documents then wait 3-5 business days. If my ID was verified previously on 8 Aug (as confirmed by one of the 'specialists') then why again, and why can the restriction not be removed? The ID documents have been submitted and I am still in a restricted status with zero access to my money.
Business Response
Date: 10/19/2022
Hello, Per Travelers, this account was never set to automatic payment. Additionally, Travelers does not restrict access to bank accounts.
Initial Complaint
Date:09/23/2022
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.
I am looking for a resolution dealing with an insurance claim. The customer service and communication has been less than satisfactory and the lady has been a smart-elec and very unprofessional. This claim has been dragged out for months, leaving me without a vehicle to drive. I have had insurance with Travelers for years and have never filed a claim. I would expect that this claim would be handled professionally, and promptly to my satisfaction since that is what I pay insurance for. I was in a two vehicle accident. The other vehicle was totaled out week of the accident. My truck has frame damage but yet that model has an option for frame “repair”. I do not feel comfortable with that option, due to safety and value concerns. To top it off the body shop that Travelers wants me to get the work completed At supposedly does not have the special machine to put that frame back lined up and NO ONE has said anything informational of comforting from the insurance company. This is just unacceptable as I have four small children and need a dependable safe vehicle that is going to hold its value after repair. That is why I pay insurance so my items can be replaced to what they were before damaged. Not a band aid placed on the problem. I tried to get another dealership to look it, and they wouldn’t because it was with Travelers and said they wouldn’t even look at it since Travelers has already referred us to another body shop, and that’s where they’ll pay out too. I want to speak to someone about this poor service and unacceptable coverage. I will be moving all my policies from Travelers if this is not fixed asap!
Business Response
Date: 09/30/2022
A response was sent to the consumer on 9/28/2022. The company's position was explained and additional document were provided for further clarification. The claim manager has made himself available if the consumer has additional questions.
Initial Complaint
Date:09/23/2022
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 am a retire Army veteran and a self-employed, who purchased a worker compensation policy from Travelers thru an insurance brokerage called ****** * ********* **** in ********. After multiple harassments from Travelers for their annual auditing requirement, I decided to cancel the worker comp policy# ********** with travelers. I informed the ****** * ********** ***. multiple times, but the brokerage ******* * ********* ***) seems not doing their part to close this account per my request, and passing me back to the Travelers insurance company, while I continue being harass with all the letters from Travelers to fulfill their auditing requirement in which account I requested multiple time to be closed... I am requesting a solid action to closed the above account and credit the remaining used premium to me as soon as possible. These are some of the worst insurance company to do business with.
Business Response
Date: 10/04/2022
Good Morning,
Travelers has responded to the complainant regarding the cancellation and audit requests for this Workers Compensation policy. Effective date of cancellation was confirmed, along with copies of the audits completed. The non compliance fee was removed as audit requirements are now met. Customer was also advised that billing may take 3-5 days to reflect any of these changes. Thank you.
Customer Answer
Date: 10/04/2022

Complaint: ********

I am rejecting this response because:
The Travelers cheated me during the second year of auditing by overestimating my three months' salary. This causes the over-inflated premium, so it doesn't have to provide the unused premium for early cancelation. It took me a bit of back and forth with the insurance agent to understand what your organization was trying to do. Again, the second year policy started on May 21, 2022 but your company is playing around with the number and over estimated my three months salary from 21 May to 26 August 2020 as $44K. That is not possible because my wage has always been set at $100K annually, so it is not likely that in 3 months salary will equal to what you have estimated in the second year audit report. Please see the payroll report screenshot for the wage amount between the auditing period, and make appropriate adjustments in your audit and provide a proper refund for my unused premium according to the payroll report.

Sincerely,

** ******
Business Response
Date: 10/04/2022

Travelers is very sorry for the inconvenient that the audit processes has caused you. We have received the audit information and have completed your final audit.

If you have any questions you may call our customer service dept at ###-###-#### to go over the audit results.

Thank you ,

Michelle C***** ******** | Senior Dispute Specialist | Premium Audit Service Center

Travelers
Initial Complaint
Date:09/22/2022
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.
A pipe busted in our home June 29th causing a flood in our home. ******* came out and took our entire downstairs down to subfloor, 2 ft of drywall, insulation, all appliances minus the fridge are in the garage stored. Our insurance adjuster is dragging her feet and nothing has been done. We have rented an RV and have been living in it for 4 weeks now with no end in sight. We have reached out to the adjuster, her boss, and the resolution center. Here we are almost 3 months later with no answers, no estimated date of completion, no communication whatsoever except for the famous words, “these things take time.” This horrible ordeal is causing major distress on our mental health especially my husband who is active duty vet with several deployments under his belt. The adjuster hasn’t approved the estimate the contractor gave her months ago. None of us know what the hold up is and the adjuster just ghosts us and does not respond to our texts, emails, or phone calls. We feel helpless and frustrated is not even a word to express our feelings right now. We need this taken care of asap before we take further action.
Business Response
Date: 10/05/2022
Good Morning -
Travelers has responded to the complaint regarding delays in the claim handling process. It has been confirmed that the contractor has been in touch with Travelers and there is an agreed upon estimate of repairs at this time. Travelers will continue to monitor the claim. Thank you
Initial Complaint
Date:09/22/2022
Type:Product 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 mother passed away - right after paying a 6 month premium in full. I kept the insurance active for about 45 days after she passed until I could get the vehicle transferred to my name. I sent the company all requested documents on 7/22/22 including the small estate waiver, will, and death certificate. There is no estate - hence the estate waiver - so the check needs to be made out to me and mailed to my address as my mother’s address is no longer valid. I have asked several times about the status of the refund and have called and asked and was told I’d get a call back. I have not. It is now nearing the end of September and I still have not received the refund.
Business Response
Date: 10/04/2022
A response was sent to the consumer on 10/3/2022. Both policies have been cancelled and a refund has been mailed.
Customer Answer
Date: 10/12/2022
They sent me a check however it was made out to my deceased mother and not to me. I contacted them and they said they would reissue the check. I have not received it yet.
Thank you
******* ****
Business Response
Date: 10/25/2022
Good Afternoon,
The complainant has been responded to directly.
Thanks,
Tom
Customer Answer
Date: 10/26/2022

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:09/15/2022
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.
Claim No 4*** *** - Property damage claim was closed by the company with out informing the claimant. After re opening the claim they are not sure with the direction and asking information again which provided earlier. They want to send a local insurance investigator to meet at home which I thought is awkward.
Bodily Injury claim also not resolving as per the demand letter sent. When I asked for the escalation to settle through the company the agent asked me to file a complaint with State Insurance commissioner. Next level management information were asked to escalate concerns for property and bodily injury claims but not provided to me. Please resolve.
Business Response
Date: 09/27/2022
Hello, the BBB is currently maintaining their position and is pending information from the insured. Thank you.
Customer Answer
Date: 09/27/2022

Better Business Bureau:

It is resolved before this communication.

Sincerely,

**** ********
Initial Complaint
Date:09/14/2022
Type:Customer Service 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 claim with Travelers Insurance that is approximately 3 years old and I am having difficulty obtaining my money.
Business Response
Date: 10/05/2022
Hello,

Travelers was unable
to identify a claim or policy number in regards to this complaint. Travelers
reached out to the complainant but complainant was unresponsive. The
complainant can reach out if they have any questions or concerns.

Thank you.
Initial Complaint
Date:09/13/2022
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.
Had flood in June, I have had multiple adjusters and the 3rd one Nathan A**** ###-###-#### has not called me one time and he keeps telling my contractor he will get to it next week for over a month at this point. Nathan has yet to provide any restoration bid for me. My contractor has sent over bid and cannot even get an answer if his bid is okay and now wantingting to forgo doing my job, it was hard to find a contractor and now he wants to possibly get out of doing my restoration. I want to go out of town next month for the winter and he has yet to move on this project from June 2022, its awful service and no one cares at Travelers. I should have been paid and fully restored by now. My contractor told me he sent Nathan a bid for restroom restore and he has yet to address states he is buried in work. Yea but my loss was in June. Please call me, I do not check email regularly. I'm ready to file suite. My home number ###-###-####
Business Response
Date: 09/26/2022
Hello, Travelers addressed concerns with complainant via telephone and a detailed letter.
Business Response
Date: 09/26/2022
Hello, Travelers addressed concerns with complainant via telephone and a detailed letter.
Customer Answer
Date: 09/28/2022

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,

***** ********
Customer Answer
Date: 09/28/2022

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:09/08/2022
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.
I filed a home insurance claim for a car driving into my porch on 9/2/2022. No one has come to access the damage or contact me. I have left several phone messages for my claim contact and her manager with no response.
Business Response
Date: 09/09/2022
Good Morning,
The complainant has been responded to directly on Sept 9, 2022. The company position remains upheld.
Customer Answer
Date: 09/10/2022

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,

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

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