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 Companies, Inc.

  3632 Queen Palm Dr Tampa, FL 33619-1311

• 

  Travelers Insurance

  PO Box 10069 Albany, NY 12201

• 

  Travelers Property Casualty

  NorthwayPlaza, PO Box 6000 Glens Falls, NY 12801

• 

  Travelers Companies, Inc.

  1 Research Drive Westborough, MA 01581

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:09/08/2022

  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.

  I have had two property insurance policies with Travelers for approximately two years. However, I noticed recently on the renewal documents that I was not receiving a "Multi Policy" discount. I called to have this corrected and to receive some sort of refund or credit to retroactively apply the discount that I qualified for, but had not received. The company did update my policies to reflect the discount moving forward, but did not retroactively apply anything to make up for having not applied this discount that I'd been eligible for for the two years prior. I then called twice to follow up. I was told that the call center was only a "servicer" for Travelers; and that even though one person contacted Travelers to see what could be done, they were told old policies could not be adjusted and they could not apply any credit. I asked how to reach Travelers directly and was told I would just be redirected back to the servicer because the underwriters at Travelers, who were responsible for the error, do not speak with customers. Travelers was in the best position to apply this discount because they hold, and know they hold, two of my policies. They should not be able to ignore the error made and leave me holding the bag. My homeowners policy number is *************** and my rental property policy number is ***************.
  
  They need to send me a check for the amount of discounts, or apply the amount of discounts to my new policy, that I would have received had they not made an error.
  
  In general, they need to have better quality controls and/or equip their servicing center with more reasonable tools to assist customers when errors are made that deserve correction.

  Business Response

  Date: 09/20/2022

  Hello- Travelers concluded that Ms. ******* was eligible for a multi-policy discount. Thank you. 

  Business Response

  Date: 09/20/2022

  Hello- Travelers concluded that Ms. ******* was eligible for a multi-policy discount. Thank you. 

• Initial Complaint

  Date:09/06/2022

  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.

  I am requesting assistance with what I feel is the proper payout of my total auto accident claim from Travelers Insurance. I wasn't sure which Travelers location to select as I'm not sure where the agents I interacted with are located. I don’t believe they have acted according to the policy coverage I purchased. I have attached the total detail by date and interaction. My specific issues are:
  1) Under the loan policy coverage as it indicated on my policy (attached), I believe the $18,401.81 Loan payoff should have been Travelers expense and not deducted from my total loss payout. My total loss payout settlement was $34,263. Which frankly, I believe was low as our car was in very good condition.
  2) Under the new car replacement policy (attached) the agent, Dave Dyer, stated to me on the phone my settlement amount was $45,545.80 minus the loan balance. This meant the check they would be sending me would be approximately $26,700+ dollars. I just want to state that this conversation was totally recorded by an agent who works for my local independent insurance agency. I had to enlist her assistance to get someone from Travelers to return my call and she stated at the outset the conversation was going to be recorded. When the check arrived, it was only $22,000. I called Dave D*** at Travelers on 8/30 to question this – again no one would return my calls and I enlisted the local agent to assist me with a 3-way call with Dave D*** and that conversation is noted on 9/1.
  3) Travelers loan loss dept/agents have not acted professionally in this situation, and have, in my opinion, dragged out the resolution/proper payment of this claim and did not act in good faith. I believe their policy is misleading to the average consumer and could be more clearly stated.

  Business Response

  Date: 09/21/2022

  Good Morning,

  The complainant has been responded to directly on 09/20/2022.

• Initial Complaint

  Date:09/06/2022

  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 experience two issues one being and outside pipe burst with the water house in January 2022 & the second one being a sewage back up end of January 2022. I contacted travelers for both issues, the first was closed and our kitchen was flooded and I had to throw pots pans silverware out completely, the second we had to evacuate the home and place in the shelter through the Veterans Administration, the adjuster use word closed our case and left a note stating that we would work with the landlord on the issue, I made it very clear the problem was persistent. I had Morris Jenkins to the home in 2021 and was lied to the home was on a septic tank, they tried to convince us to have the landlord pay 15k for a cleanout, however I made all of this clear to the adjuster. We've lost thousands, sleep in infested shelters and had to pay for clean hotels. I spoke with the adjust “supervisor,” and was told that we we only entitled to cost of increase living expense benefits but did not prove any details. I can't continue to deal with this company and their mental games while were still in the middle of trying to find a home in the midst of a housing inflation. This has been going on for 5 months and the “supervisor,” stated a letter was mailed, why wouldn't a supervisor see contact us or follow up, I've heard so many negative comments about this company and truly believe they take the money and really do not manage the cases properly.

  Business Response

  Date: 09/16/2022

  Good Morning,

  The complainant has been responded to directly via mail on 09/16/2022.

• Initial Complaint

  Date:09/01/2022

  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.

  My insurance claim *******, filed originally on May 6, 2022, hasn't been completed processed. Travelers is legally required to process my insurance claims using good faith settlement procedures. However, Excessive delays and Failure to communicate properly is illegal and demonstrates Travelers processes my claim in bad faith. The agent was not responding to any of my inquiries for months.

  Business Response

  Date: 09/19/2022

  Good Morning, 

    Travelers has responded to the complainant. Travelers has advised that the comparative estimate being waited on was received on 9/15/22 and is currently under review. The customer will be notified in the coming days with the results. 

   

• Initial Complaint

  Date:08/31/2022

  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.

  I had a Not at fault auto accident on 05/19/22. The at fault driver's auto insurance company paid back all the expenses 100% during subrogation process. The med pay claim was still pending and was closed today 08/30/22. All my medical bills have been paid by my health insurance and none of them have been submitted to Travelers requesting to be paid. Per my renewal policy, there was this accident (on page 3) being used as part of evaluation to calculate my renewal premium. I was told by customer service rep couple wks ago, that when the med pay claim was closed, the premium could be re-calculated. But today another c/s rep stated that it would not have any affect to my premium. When I spoke to her supervisor Pam, I was told that there were a $2,000 of medical bills pending, which needed to be fully subrogated and wiped out from the system, claims rep Steven would not answer his phone on a 3-way call, then I left a voicemail on claims supervisor Vicky Rispin's line. Noone is getting back to me, and each department is sending me back and forth. Noone listens that there were NO medical bills paid out on this claim (*******), so there should be nothing to subrogate! System needs to be updated correctly and renewal premium re-calculated accordingly,

  Business Response

  Date: 09/09/2022

  Good Afternoon,

  The complainant was responded to directly on 09/09/2022.

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: : Mr ***** called on 08/31/22 but hung up on me as soon as I answered. I called that number back and went to the call center queue again. I was being transferred left and right again. Noone cared, noone was there to help, and noone wanted to see if there were any notes in their system from Mr *****... Travelers has an awful customer service as I can see now. I had to call multiple times after 08/30/22 to have the policy updated. Now the policy has been updated to add the paid in full discount back but I am still waiting for their system to the correct premium to match the policy, as it still shows $435 as of today. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/29/2022

  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.

  I went through travelers for roadside assistance. There is absolutely no professionalism with their third party. I scheduled a 8am ** dispatch call, so that I could meet the towing company at my vehicle which was on the side of the road. They dispatched at 5am and called at 7am to let me know they’d be there shortly. I tried to tell them I wouldn’t be able to make it there, I’m 40 minutes away. They hung up on me mid sentence. I finally get there at 8am CT and my car is gone. I received confirmation through travelers that the towing company had picked up my vehicle. I called the dealership it was supposed to be dropped off to, ****** ** **********, an hour after confirmation of pickup and they had no receipt of vehicle. At this point my car was picked up and never dropped off at the location I provided.

  Business Response

  Date: 09/13/2022

  Hello, Travelers Roadside Assistance responded to the complaint directly with their apologies and offered the opportunity for further follow up via phone call.

  Customer Answer

  Date: 09/13/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response.

  
  

  My policy and contract is with Travelers Insurance. I have no policy, contract, promise of services, payment to or from this third party company. I called Travelers, travelers then patched me through to ‘their roadside assistance office’. At no point was I told I was speaking with a separate company. At no point in the policy is another business mentioned. 
  
  
  
  ****** ******

  Business Response

  Date: 09/19/2022

  Good Morning,

  The complainant has been responded to directly via mail on 09/16/2022.

• Initial Complaint

  Date:08/29/2022

  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.

  My Travelers Insurance auto policy is #************* on 08/15/22 I filed accident claim #********** for my 2007 *** ***** Car was towed to **** **** (**** ******** *** ********** ** *****). On 08/22/22 Agent Lisa F*** inspected car and adjuster Ben R**** provided an estimate for damages/repairs. On same same day (22nd) I notified *** ***** **** that I will be taking the car elsewhere and for him to not pursue any repairs to my vehicle. He lost his temper and cursed at me to tell me I owe him $1500 for storage and to never call him again. I suggested for him to inquire about storage with Travelers Insurance. On 08/25/22 **** denied scheduled tow services to different repair facility. Claiming he had begun work on the car and has ordered parts (despite being told not to). Now claiming I owe $3,000. Same day 08/25/22 Jamil sent Ben a picture of 3 suspension components on his shop floor clamoring he ordered for my car. I specifically told Ben to tell Jamil to once again “stop all further work.” On 08/26/22 after I requested for Travelers (Ben & his manager Paige) to send an agent to **** **** to inquire why he is refusing to oblige with requests made, why he hasn’t provided evidence in a timely manner (invoices for parts ordered or updated pictures on state of car), **** at 2pm notified Manager ***** that suspension work has been finished and that I now owe him for 10 hours of work. Which is impossible! As time was 5:50pm when pictures of the uninstalled suspension components was sent (which was after closing hours the previous day 08/25/22). He is refusing to cooperate to con as much money from me for services I don’t want. All of which could have been avoided if Travelers took appropriate measures in helping me with Mr. ****. Travelers Insurance neglected to provide me with the necessary assistance to get out of this situation to have car repaired where I felt more comfortable. Now I don’t even feel safe driving a car that has been worked on after such circumstances.

  Business Response

  Date: 09/01/2022

  Hello, Travelers has responded in detail to the Complainant. Per Travelers, the dispute should be handled between the vehicle owner and shop of choice. Thank you.

• Initial Complaint

  Date:08/26/2022

  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 have been insured with Traveler's Insurance for over 20+ years. I have had Rental Reimbursement on my vehicles. When I sold my ******** in May 2020 that I had rental reimbursement I added a Volvo that I believed had the same coverage as my ******** plus a gap insurance I was offered because of the higher replacement value of the car.
  
  To my amazement today I need a rental car and I do not have rental reimbursement. In fact there is no record I was either offered it or declined in.
  
  I have asked to file a complaint and I was told by Heather L* with Traveler's that the investigation would be internal and that Traveler's would not be reaching out to discuss outcome.
  
  I will be having another insurance co look at both my Home and Auto Policies and plan on leaving Traveler's.
  
  I think it is shady that they can't follow up on complaints. That they do not list auto on the reimbursement on
  the declaration page but list every other option selected or not.

  Business Response

  Date: 09/01/2022

  Hello, reviewed with National underwriting, policy was reformed to add rental coverage for the loss. Thank you.

• Initial Complaint

  Date:08/25/2022

  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.

  Claim number is *** ****. On June 13th I contacted travelers to request a tow due to having gotten two flat tires. I wanted to tow my vehicle home which was further than the allotted coverage area, so they had me prepay $28. After multiple phone calls and 4 hours of waiting in the dark on the side of the road with my three children, the tow truck never came, so I had to contact and provide payment out of pocket for a different tow truck not contracted by my insurance agency. Every time I called roadside assistance they told me that I would not be charged for a service they didn't provide. The next morning they still charged me $28 for the tow truck that never came. I contacted travelers immediately and was advised that I would receive a refund. I have not received a refund of the $28. In fact, I did not even receive a full reimbursement for the out-of-pocket tow expense. I have disputed the charge with my bank, and travelers has fraudulently told the bank that they did in fact provide the service. They did not provide the service I paid out of pocket for the tow truck and travelers had to reimburse me because I paid out of pocket for a tow truck. They are lying and intentionally trying to defraud me out of $28. I am seeking a refund. I have made multiple attempts to try to resolve this matter and they refuse to return my call or or provide a refund. I am thoroughly dissatisfied with this fraudulent act. I should not have to reach out to another agency to correct this issue when I have proven beyond a reasonable doubt that I did in fact pay for a tow truck because the contracted one never arrived. Whatever proof that they have that they provided the service is fraudulent. I am seeking a refund of $28 and the remaining difference that I had to pay the other tow truck because their tow truck never came.

  Business Response

  Date: 09/08/2022

  Good Morning,

  The complaint has been responded. A refund was made on 08/17. An attempt to contact insured was made on 08/22/. The company position remains upheld.

  Customer Answer

  Date: 09/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they did not issue a refund. I would never file a complaint for a refund that I had already received. They advised my bank that they provided the service causing my bank to deny the **** dispute and charge the $28 back to my card. Also, no contact was made and they did not attempt to reach me. I am very responsive and available. I do not have a missed call, a voicemail message, or an email from them. I do have a voice message from the bank representative advising me that the company denied my complaint and that they would have to charge my account. I can provide a screenshot of the chargeback if necessary. 
  
  
  
  Sincerely,
  
  
  
  ******** *** ****

  Business Response

  Date: 09/14/2022

  Good Morning,

  The complainant has been responded to via email on 09/13/2022. The refund has been reissued. 

  Customer Answer

  Date: 09/14/2022

  
  
  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:08/23/2022

  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.

  Travelers insurance back charged me $661 for my homeowners insurance. When I inquired about the back charge, it was stated that an assessor came to my home and my square footage was double; however, the square footage on my home has not changed at all. I was told I had to provide documentation of the square footage and I provided the official tax document. Travelers has still not reimbursed me for the over charge and is now saying I need a diagram of the home. They have not provided me with documentation on how my square footage was raised and continue to give me the run around as I seek to get my reimbursement and future policy canceled.

  Business Response

  Date: 09/06/2022

  Hello, Travelers has provided a detailed response to ******* ********** regarding the increase in premium and potential for reimbursement. 

  Customer Answer

  Date: 09/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  My home has a built in garage, it is on a slab, and it is 1883 square feet as indicated.  It is a two story home,   The company has actually pictures that support the accuracy.  I tried to contact the company that did the review.
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 09/20/2022

  Hello, Travelers is working with customer via phone and email regarding to any possible discrepancies. Travelers is pending paperwork.