Business Profile

Insurance Companies

Travelers Companies, Inc.

Headquarters

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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

880 total complaints in the last 3 years.
277 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:08/22/2022
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.
On 7/1/2022 I had an oil tank spill in my home. My oil company and environmental group did an immediate cleanup and remediation within a week and tank was replaced. New tank, storage tank for oil in tank and cleanup exceeded $8k, not including personal property of wine racks and my new (end of 2020) carpet being damaged.
When Travelers adjuster came, I was optimistic that at least $2-$3k would be covered. Next thing I know I get a garbled voicemail from Rich Diaz that claim is denied. I thought I misunderstood him! It took several days to get in touch with him. He reiterated very arrogantly that yes, the entire claim is denied. I asked him what have I been paying for if not for coverage for such a disaster! He really didn't care. I have emailed the State of CT Insurance Commission as well. It is ABSOLUTELY LUDICUOUS that they won't even pay for my DAMAGED Personal Property! It also seems to me, that (Due to Law) it had to be Environmentally Cleaned and Travelers should at least have to pay for the cleanup. I am now close to $9k out of pocket!
Business Response
Date: 08/31/2022
Good Afternoon,
The complainant has been responded to directly and the company position remains upheld.
Customer Answer
Date: 09/02/2022

Complaint: ********

I am rejecting this response because: At minimum, my private Property (rug and racks) should have been covered. I have been with this company for years and always paid on time. What is the point of having homeowner's insurance if they don't pay anything! Nobody can believe that my insurance is refusing to pay anything for such an out of my control issue. When the adjuster came to my home, he alluded to some portion of the claim should be covered. Then when he contacted me by sending a garbled voicemail, he said entire claim denied. His attitude was arrogant and condescending! This treatment is totally unacceptable!
Sincerely,

***** ****
Business Response
Date: 09/13/2022
Good Morning,
A letter was sent directly to the insured via mail. The company position remains upheld.
Initial Complaint
Date:08/22/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We just moved to ****** ** and our auto insurance premium doubled; our home owner's insurance is being canceled by Traveler's due to the state of our roof and driveway. We were notified by mail on 8/19, with a cancelation date of 8/27. After speaking with Travelers, they confirmed they won't insure our home because it's "unfavorable" and even if we got everything fixed in a week, it might not be to their standards so we should find insurance elsewhere. We've been with them since 2018, and they were great, but now that we're in *****, they're not interested in insuring us anymore. They're discriminating against our location.
They've already refunded the amount we paid at closing - we are seeking payment for the inconvenience and the risk of losing our home due to lack of insurance.
Business Response
Date: 09/01/2022
Hello. Travelers has decided to uphold their position. Detailed information has been provided to the Complainant.
Customer Answer
Date: 09/01/2022

Complaint: ********

I am rejecting this response because:

They did not call to schedule a time for an evaluator to come look at our home - I literally looked out my window and saw a woman in my back yard, taking photos of my home, unscheduled and without permission - this is technically trespassing and a violation of privacy. We were given just a few days (less than a week - although the notice was dated 8/12) to fix a driveway and a roof (thousands of dollars) and were told when we called, that they probably wouldn't cover us anyway even if we were to have everything fixed. We had the vines and brush cleared away from the home before we moved in, the week after we closed on the home.

My complaint now is that this was a **** move - completely unprofessional and uncalled for by a company we'd been loyal to and great customers of, since 2018. If that's how you repay customer loyalty and a great payment history, then I hope you get a pile of customers that skip out on premiums after a hurricane.

Sincerely,

********* ****** ****
Business Response
Date: 09/16/2022
Hello, Travelers Insurance is maintaining their position. Thank you.
Initial Complaint
Date:08/22/2022
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.
Travelers Insurance is not adequately extending my car rental benefit. Claim number *******. My auto policy is paid in full. I have frequently contacted my claims agent Sarah H********* about extension throughout the 30 day rental period, as I and Travelers both are aware that the body shop is over-burdened / booked out, and will take longer than 30 days to fix my car. I'm am not liable for the incident at all; we had a storm and a microburst (as damaging as a tornado) hit our yard, house, my car around 5:30pm July 12th 2022. It was a catastrophic event for our area. I put in a claim the next day, July 13th. Travelers did not have anyone come out to appraise my car damage until July 21st. No estimate received until July 25th. I started using the rental car July 18th so I could go to work. I called at least 4 reputable local body shops, they are all booked 2-3 months out. The soonest I can be seen is by ******** ******* they estimated they could start repairs 3-6 weeks from receiving the estimate (not received until July 25th because Travelers was too slow to assess my car). I got the runaround "we need approval from management" to extend my rental, and "We're waiting to hear back." ********** informed me August 17th (day 31) that Travelers had stopped covering the rental. Travelers did not reach out. After multiple calls and wrong numbers to manager Nicole Milnes, I finally was approved for only 4 days extension, notified in the evening of August 17th (day after rental benefit ended). I expect at least 12 days extension (time if took from filing claim to getting an estimate), or ideally until my car is fixed, for my car rental benefit. It is not my fault that Travelers is slow. I work in a hospital, I cannot work from home. I need safe transportation to take my 5 month old to daycare.
Business Response
Date: 08/26/2022
Hello, Travelers decided to reimburse for 10 additional rental days over the policy limit. Thank you.
Customer Answer
Date: 09/08/2022
The complaint has been resolved to my satisfaction. They agreed to extend the rental car benefit for an acceptable amount of time.

Thank you,

*******
Initial Complaint
Date:08/16/2022
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.
We received a notice from Travelers indicating that a home inspection was completed on our home. An inspection that we were not informed was going to be conducted (posing a biosecurity hazard on our property). Also an inspection we were told had already been performed at the end of 2021.

We were told there is preventative property maintenance items that require our attention:
-Outside Walls - Siding has paint that is peeling on multiple walls and is in need of repair.
- The policy indicates the roof was replaced in 2010. We require supporting documentation to validate the year it was replaced.

We contacted Travelers to obtain additional information and to make a rebuttal to this:

- Outside Walls - are dyed vinyl siding. There is NO paint. Thus it is literally impossible for paint to be peeling from our vinyl siding.
- The roof in 2010 was done by the previous owner, we have only been in the house 8 months and a couple weeks. We requested what proof we would be able to provide other than the sellers disclosures which were already provided during the process of obtaining this insurance policy.

We requested further information and were put on hold for quite some time, the representative came back and just reiterated that the siding would need to be painted. Completely ignoring the fact that it is NOT painted.

We then requested photos from the inspection so we can address the specific area(s) that are in question and were told those would not be provided. We requested the contact information of someone we could reach out to, this was declined. We then asked to speak to a manager which was also declined. We were told we need to furnish proof we were painting and then could request a new inspection.

This is not acceptable as we will not be painting vinyl siding. Vinyl expands and contracts with temperature variations which will indeed, cause cracking and peeling paint. Please just honor our request to provide photos of what is in question here. A simple request.
Business Response
Date: 08/30/2022
Hello, Travelers has responded in detail to complainant's questions regarding the home inspection. Thank you.
Initial Complaint
Date:08/12/2022
Type:Order 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.
Greetings,

I have asked Traveler's to cancel my policy on a home I no longer own or have any access to. They have refused to cancel my policy so I am filing this complaint to get this resolved.

Traveler's is threatening to charge me for next year (2022-2023) and I'm not sure why because I no longer reside at the residence and I've sold the property. My real estate agent sold everything on the *** there is public record of this and they still refuse.

Instead of jumping through the hoops they want me to jump through in order to hit a cancel button, I'd like the BBB to intervene to help me get my policy cancelled.

I spoke with a polite woman named, Lisa and told her what I intend to do and she was supportive of it.
Customer Answer
Date: 08/15/2022
***** *** ********
***** ******* ****** *** **** **** **
*** **********
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

***

This complaint can be cancelled. They got back to me today.

Thanks,

***
Initial Complaint
Date:08/11/2022
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.
I filed a claim and I am trying to get assistance for an appeal and I keep getting the run around. The claim process was started on 08/01 and I called today for an update an an agent advised it was denied my claims adjustor never called me back and everyone saying you have to speak with a supervisor but there is none available to take my call. I need a call back from upper level management.
Business Response
Date: 08/23/2022
Hello, Travelers has decided to uphold their position, a detailed response as been provided to the complainant. Thank you.
Customer Answer
Date: 08/26/2022

Complaint: ********

I am rejecting this response because: I have not heard back from Upper management as requested. Josh M**** isn't upper level management.

Sincerely,

****** ****
Customer Answer
Date: 09/01/2022
The complaint can be closed. I heard back from upper level management with travelers.

Thanks

******
Initial Complaint
Date:08/10/2022
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 filed a claim against a Company in the state of ************** ****** ****** *** ***** ***., a construction company, ** ********** ****** ******** ** ****** and their insurance carrier is Travelers Insurance. I got a flat in the area this company was working in. I filed with the ***** *** ****. and was told this company is working in this area and it is their liability insurance that should be responsible for this and they gave me their name and information. The *** sent my claim and letter over to the construction company and they in turn sent it to Travelers. The rep for Travelers, Logan, PH. No. ************, called me today at around 1 p.m. to ask me questions about the claim. I explained to him what happened and he told me there is nothing they can do about debris in the street. I told him I don't know what it was, as there is construction going on and I didn't run over anything. But he insisted they are not responsible for debris in the road. I told him I don't know what caused the slit in the side of my tire. He then said it doesn't matter they are not responsible. That is not right and when I tried to question him about why he is saying debris, he got rude. This is an insurance company pay my claim and stop trying not to pay. It's funny how all of a sudden I see the guys sweeping with a broom now. I wonder WHY!!!! @***** your customer service needs much work, I suggest you take some classes or go into another line of work. You are not an asset you are a liability. I am also going to write a letter to the ************s Insurance Regulator along with the owner of this company and send a copy to our local news outlets as well.
Business Response
Date: 08/11/2022
Good Morning,
We are reviewing this matter and will respond by August 26th, 2022.

Business Response
Date: 08/24/2022
The complainant has been responded to directly and the company position has been upheld. Since a closure notice was sent on this by accident I will upload this as confirmation in our system.

Thanks,

Tom
Customer Answer
Date: 08/24/2022

Complaint: ********

I am rejecting this response because: When I spoke to the owner of the company, he stated to me in his own words, that he will send in my claim to his insurance company. Because he knows his crews were working in the area I drive through everyday. The rep stated that they are not responsible for debris on the road. I stated to him, the construction crew had all kinds of machines and equipment out there and I know it was something off of that stuff. Then the next night I came through there I noticed that crew using push brooms in that area. I wonder why? This is totally unacceptable and I know it was from that equipment. My next step will be to go to the News with my complaint against Travelers as I am hearing that they are not a good insurance company and people complain about them all of the time. I am also going to go back to the **** Dot and complain about this as well. The only thing that came out of this is that they started sweeping the streets after my complaint.
Also if the company sent out a letter after the fact in error, why is that error being upheld? You can pull it back reinvestigate!!!!

Sincerely,

******* *****
Business Response
Date: 08/29/2022
Good Morning,
On August 25th, the complainant has been responded to directly. The company position remains upheld.
Initial Complaint
Date:08/08/2022
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.
Had insurance policies through Travelers Insurance. The policy was cancelled and moved to another insurance provider. Apparently I still owed them $37, despite receiving a refund check of $181. Without attempting to collect the outstanding amount of $37 Travelers Insurance has turned me over to a collections agency to try and ruin my credit. They did not attempt to contact me via telephone although I verifed that they had the correct phone number on file. They did not attempt to contact me by sending an invoice to my home address, which I verified they had correct on the account. They turned me over to a collection agency over $37 without notifying me that I owed $37.
Business Response
Date: 08/18/2022
Good Afternoon,
The complaint has been responded directly to the insured and the companies position remains upheld.
Initial Complaint
Date:08/05/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/16 my basement flooded I opened up a damage claim with Travelers Insurance Company I have received an email confirming receipt of the claim and several emails and calls from the agent Casey. The last time I had a flood was in 2020 I was told my policy didn’t cover flooding so I was sold an upgrade and now I am being told my policy didn’t cover the flooding. I called the manager and yet to receive a callback and sent another email on 8/1 after getting a call on 7/26 that my claim was being reviewed again and it looked promising
Business Response
Date: 08/18/2022
Hello, Travelers is currently upholding their position. Please see attached document that provides a detailed explanation to the consumer. Thank you.
Customer Answer
Date: 08/19/2022

Complaint: ********

I am rejecting this response because:

I was sold a policy in 2020 that covered water and not one time did anyone ask me did I have a subpump until 2022 when I had another flood I was sold a policy and paying more money. I have been a loyal customer for over 15 years. I have given the case manager everything that he has asked for and I have been given the run around.

Sincerely,

***** *********
Initial Complaint
Date:07/27/2022
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 car was hit by ** guy 5/17/2022 ,I got rear ended by COMPANY insured through TRAVELERS INSURANCE and pushed in to a other car front of me! I injured and and also my car have $11,000 damage , we called the ** police, They don't do police report since COVID19 and that is why they can lying about the all accident, what they wrote happened exactly the opposite way!
I have been waiting since May17 2022 to not get paid for my damages !They are shady, put you off with emails, do not return calls, and quite frankly, just LIE ...
Business Response
Date: 07/29/2022
Good Morning,
The complaint has been responded to directly to the complainant on 07-28-2022 via email. The company position has been upheld.

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