We have had Travelers Insurance for our home, autos, and rentals for 15 years. Always paid premium…read morein full and on time or early. Over 15 years we had a total of two claims. One was a homeowner claim for a dishwasher leak that damaged our floors, that was over 6 years ago. They tried to weasel their way out saying it was a long term leak and we didn't report it in time but we challenged it and they covered the damage. The other claim was an auto comprehensive claim and they covered that with no issues. After the homeowner claim the premium went up by almost 50% the next year. The following year there was another 40% increase then another almost 40% increase after that. Last couple of years the increase was minimal. Even with the exorbitant increases in the homeowner policy we stuck with Travelers. So, this year we were waiting for the invoice and were blindsided by a letter telling us that Travelers wasn't going to renew our homeowners insurance due to "debris" in the yard. There was no phone number to contact them regarding this issue just a "matter of fact" statement that the policy was not going to be renewed. Oh, they still wanted the auto insurance but not the homeowners. After 15 years, premiums paid on-time, one homeowner claim 6 years ago and no advance warning of non-renewal for a subjective view from an aerial photograph that they suspected showed "debris". We live on 5 acres that we farm, we grow grass hay for horses and have more than twenty fruit trees, table grapes berries and vegetables. We repurpose or recycle most of our waste items. We have tractors, trailers and various farm equipment. WE DON'T HAVE DEBRIS STREWN ABOUT THE PROPERTY! We have pallets we store to use when we cut the hay, we use drip irrigation for most of our trees and crops and store surplus supplies for installation and maintenance of our irrigation, equipment and facilities. This is not "DEBRIS". Our complaint is, after 15 years of paying premiums in-full and on-time, not one person from Travelers Insurance ever contacted us regarding their concern about "debris" existing on the property. NO LETTERS, NO PHONE CALLS, NO EMAILS, NO TEXT MESSAGES, just a letter of non-renewal. (NOT a shining example of customer service!) In our state Travelers doesn't deal with their customers directly. You need to use a independent agent that offers Travelers Insurance. Our agent can be difficult to contact. He doesn't return calls in a timely manner and never contacted us regarding the non-renewal, we had to contact him. He requested the photo from the underwriter and we provided him an explanation of the areas in question to forward to the underwriter. We are not sure he ever really provided anything I gave him to the underwriter. He did, however, say the underwriter didn't budge at all and that no explanation would change their mind. We gave Travelers 2 stars. We struggled with 1 star or 2 stars, but settled on 2 stars because they did repair the dishwasher damage and the auto comprehensive claim to our satisfaction. That being said, we would not recommend Travelers to anyone if asked. This is due to the lack of competent customer service follow-through that is expected from a long-term relationship.

I am incredibly frustrated with Travelers. I am a long time customer trying to make a change in my…read moreauto policy (to correct a Travelers error!). I have called about two dozen times over the past few weeks. Every time I get a message that says "We are experiencing unusual call volume." Message to Travelers: if you always have unusual call volume, then it is no longer unusual, it has become the norm, and it means your customer service department is understaffed, which reflects poor management. Worse, I keep choosing the option to get a call back "in at least 20 minutes." This system just doesn't work. So I've given up on it and am now on hold for 43 minutes--no message indicating how long my wait may be, just the same PR recording over and over and over again, which ironically begins with, "we know that your time is valuable" and ends with "we appreciate your patience." It's a pain in the ass to change insurers, especially after twenty five years, but it looks like that's what we're going to have to do. Because a company that has become this inaccessible is probably a company that has other problems. LATER: For the record, I did call the number that Travelers provided in its comment below. Guess what. Hold, hold music, "all of our customer service people are currently assisting other customers." I'm not getting on that merry-go-round again.

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