Complaints

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:02/11/2025

  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 filing this complaint against ***************** for improperly delaying and obstructing my policy cancellation and refund.I purchased homeowners insurance through ***************** in 2016, and maintained insurance with them until 10/2024 with **************************** as the provider. On October 26, 2024, I sold my home and promptly submitted multiple written cancellation requests. Despite sending three separate cancellation notices, ****************************************** failed to process them in a timely manner, causing me to be wrongfully charged for November, December, and January on a property I no longer own.**************************** has already approved the backdated cancellation and agreed to issue a refund for these months. However, ***************** is now blocking this refund from being processed. Their refusal to honor a cancellation that should have been processed months ago is unreasonable and unjust.I am requesting that ***************** immediately approve the refund in accordance with Universal Platinum Insurances decision. If this matter is not resolved promptly, I will be forced to escalate my complaint further.I expect a fair and timely resolution.

  

  Business Response

  Date: 02/20/2025

  Dear BBB,

  Thank you for the opportunity to respond to the insured's concerns.

  The initial cancellation request on February 4, 2025. After review of this, an agent memo dated February 10, 2025 was issued explaining we were unable to honor the backdate request of 10/26/2024, however, we requested Sale of Property documentation for further consideration.

  The requested documents were received on February 11, 2025. In review of this, the cancellation effective date of 10/26/2024 was honored. The corresponding refund will be issued shortly.
  

  Respectfully,

• Initial Complaint

  Date:02/04/2025

  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 used Clovered to obtain home owners insurance. They gave us a price and we switched, 3 weeks later after the policy took effect, they ask for a receipt for our roof or a roof permit for a roof that was a part of new construction 17 years ago. This same company did the same thing on another home that we owned and cancelled our policy 60 days in, after apparently having an issue with our solar panels. (We sent a receipt for those and the new roof, then they cancelled us and would only issue a partial refund, even though our original insurer made us pay for those 2 months also.)

  

  Business Response

  Date: 02/25/2025

  Dear BBB,

  The company is provided a specified period of time after inception to review a risk for eligibility and take appropriate action (including cancellation and applied credits) based on the overall risk exposure. In this particular case, the underwriting review of the exterior inspection performed revealed areas of concern relating to the Solar Panels. The required solar system documentation was not received, dwellings not insured at replacement cost are ineligible for coverage with the Company. 

  We received a cancellation request with an effective date of 11/3/2024 on January 21, 2025. An agent memo was issued on January 23, 2025, was issued explaining that the backdate cancellation request will not be honored. The policy was in effect from November 3, 2024 through December 30, 2024.: The Company incurred costs associated with the issuance of the Policy, including but not limited to reinsurance costs, until the subject policy was effectively cancelled pursuant to the terms and conditions of the Policy. As such, the Company earned premiums associated with the issuance of subject policy up until the effective date of cancelation.Notwithstanding, the Company has refunded all unearned premiums based on the effective date of cancellation. The refund was extended on a pre rata basis pursuant to the terms and conditions of the Policy. 

  Based on the mentioned, no additional refund is owed.

  Respectfully,

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22898469
  
  I am rejecting this response because:
  I am filling this complaint in regards to the second incident, where you agreed to cover our property in ** and then 30 days in, begin asking for additional information, such as a roof receipt, for a home that is now 17 years old.  I have a ***** year rooof that was a part of the original building.  I am frustrated due to the fact this appears to be how you do business.  Offering coverage, then 30 days in, you begin asking for additional information or canceling the insurance, forcing the home owner to go back to original insurance carrier and then not giving a full refund, due to its been 30 days, although the original carrier will insist on full payment, back dated to original date.

  
  Sincerely,
  
  ***** Haskins *******

• Initial Complaint

  Date:01/02/2025

  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.

  We used Clovered as our insurance broker to obtain a homeowner's insurance policy through Citizens. In June, we received a depopulation notice from Clovered on behalf of ********, advising that if we didn't seek other insruance options, we would be automatically shifted to a new insurance company and the cost would have been more than $1,000 more expensive than our current policy. Shocked, we scrambled to find coverage and were finally able to obtain insurance at a reasonable, comparable rate to our Citizens policy in November of 2024. We emailed Clovered to let them know. We received no response from our incompetent insurance agent, ****** ****, and had to follow up multiple times to attempt to cancel our policy. Finally, we were able to secure a cancellation, but only through Kevine's assistant, ******** since ****** refused to respond to follow up emails. Since that time, we have not received a refund for the cancelled policy. I called Clovered on January 2nd, 2025 for clarity, as ****** still has not reponded to follow up emails. Clovered claims that the refund checks were mailed on November 21st and they were mailed to "the office" but never cashed. These checks should have never been mailed to an office, but to us, the consumer. As of January 2, 2025, I was told this issue required further investigation and an agent from Clovered would reach back out to me with resolution. Our escrow is due February 1st and I am not confident that Clovered will rectify everything by then. I am extremely dissatisfied that we have been ignored by the original agent, ****** ****, and now Clovered is stealing our money.

  

  Business Response

  Date: 01/28/2025

  Dear BBB,

  The corresponding refund was issued on January 8, 2025 under check#****** to the below address:

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

  Thank you,

  

  Business Response

  Date: 01/29/2025

  Dear BBB,

  The corresponding refund was issued on January 8, 2025 under check#****** to the below address:

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

  Thank you,

  Customer Answer

  Date: 01/29/2025

   
  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:12/30/2024

  Type:Sales and Advertising 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 purchased a homeowners policy from this company (associated with ****************************) on November 4, 2024. I had received an email stating that they needed some work completed in order to insure the home. I fixed what they requested and sent pictures of the completed work. I received a letter by email and documents on the website stating that my policy will be canceled as of January 1, 2024. I had given them a payment for November, December, January, and February. I will not be covered as of January and have not received any reimbursement for the months I paid for.

  

  Business Response

  Date: 01/09/2025

  Dear BBB,
  
  Thank you for opportunity to respond to this complaint. This policy was bound on 11/04/2024. During the underwriting period, we review the application for accuracy and conduct an exterior inspection of the property to determine eligibility. Occasionally, our review will reveal a condition which makes the risk ineligible for coverage, leading to cancellation within the underwriting period.
  
  In this instance, our review identified several deficiencies, including missing the agent's signature; proof of new purchase or prior insurance was not received, and the application was missing the electronic signature confirmation page and proof of roof updates (final building permits or a paid-in-full invoice for installation from a licensed contractor).
  
  A request was generated requesting color photos confirming that the damage to the fascia, soffit, and siding had been repaired or replaced. As we were not provided with all of the requested documents, a Notice of Cancellation effective on 01/02/2025 was issued on December 18, 2024. In accordance with the policy, a pro-rata unearned premium refund of $195.27 will be issued.
  
  We encourage the insured to contact their agent to determine options for obtaining replacement coverage with another company.
  .

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22748099
  
  I am rejecting this response because: I have completed the work requested. I was not told that I needed to sign anything else besides what I did sign. The only issue that they told me about was the siding and the soffit. Both were completed withing the month.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/10/2024

  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.

  On August 1st I contacted Universal Direct to get a quote for **************** A person quickly reviewed all of my answers to their questionnaire, including that I have hurricane shutters on all windows. They quoted me a good price so I bound the policy to start on August 8th when my previous policy was set to expire. The Policy actually came from American Platinum Property and *************************** On August 8th I received a new bill from American Platinum for an additional $2707.81 indicating that I had lost some discounts due to paperwork issues. During my initial conversation, I was told someone would come by for an inspection. That was clearly nonsense and I had to pay to get someone to complete a wind mitigation report. I've since uploaded both this report and the Condo Associations Wind Mitigation report since I'm in a high-rise condo. I want the policy and price I paid for. Based on another review on this site, it seems like this is a scam they're running hoping people will just pay it.

  

  Business Response

  Date: 09/18/2024

  Thank you for the opportunity to respond to this complaint. Please note, the policy in question was quoted and bound by ****************** via UniversalDirect. After receiving ********************** inquiry, an agent assisted and emailed him the quote on July 23, 2024. At the time of binding, a congratulations email was sent, which included an application checklist explaining that a wind mitigation was needed. on August 28, 2024, the coverage C amount changed from $50,000.00 to $100,000.00, which increased the premium amount by $331.28. We received two wind mitigations on 9/6/24. After review of the documentation provided, the open protection credit was added, and an Amended Dec Page was issued on September 14, 2024, reflecting the premium payment of $1,461.20. The full premium has been paid as of September 14, 2024.

  We hope this information has been helpful. 

  Customer Answer

  Date: 09/18/2024

   
  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:03/05/2024

  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 had flooding in our condo. Adjustor came and did not include everything on the claim ( warped door, lighting ceiling fan and light not working.) Tried several times to reach out to *********************** asking him to have this corrected before they issued the check. Never heard back and this was not taken care of. Reached out to ***************************************** ** and was told to talk to Clovered, our provider. They said I need to get a new estimate to submit for additional charges. Why should I have to do this when the adjustor didn't do his job the first time? They said to contact *********************** again, but that is useless since we can't reach him. Flooding happened 12/23 and still trying to get results. Now I have to do their job so I can get paid for the damages.

  

  Business Response

  Date: 03/08/2024

  Dear BBB,

  Thank you very much for the opportunity to respond to this concern.  In fact, this matter relates to a concern with claims handling by ******************** - who adjusted the claim. The insured should not have been referred to Clovered who are the agents and service the policy for the insured - for this we apologize. 

  We understand the insured is frustrated, not only because she was referred to different parties during her calls to the company, but also because she notes she specifically advised the adjuster that the door, the lighting and the ceiling fan were of additional concern to her.  We again apologize this was not reflected in the estimate.  

  We do ask the insured to please take photos of the damage.  Also, locally, they should be able to get assistance with a quote / estimate for the removal, repair (if possible - if not new material) and rehanging of the items.  The documents, which now include photos and an estimate can be uploaded to the file.  We think our team wanted to get the insured over to the agent (Clovered) to assist in the upload - which is why the call was transferred to Clovered.  Clovered can still provide assistance for this if need be.  

  Just an FYI - the photos can be taken with a cell phone, and we can also accept a photo of the estimate from the local folks that can assist the insured with that quote.  Once received we can review the information and get back to the insured.

  Again, we do apologize and hope the insured will understand that we are still willing and able to assist in this regard,

  Respectfully,

   

   

• Initial Complaint

  Date:01/19/2024

  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.

  In early October 2023, I applied for home insurance through Clovered ***** located at ************************************************************************. A few days after submitting my wind mitigation report, Clovered **** issued a policy with *************************************** with a premium of $3,580.40, which was paid in full. A little over a month later, ******** Platinum sent a notification they were raising the premium by another $3052.02. After contacting Clovered and notifying them I did not agree to the premium increase and would not pay it, the policy was subsequently canceled. The aforementioned policy was in-force from 15 October through 5 January, about 83 days. I have received a refund for the unearned premium, but not at a rate commensurate with the original premium. The refund given back to me was $2,073.50, but by my calcuations it should have been $2,766.17.

  

  Business Response

  Date: 01/25/2024

  Dear BBB,

  Thank you very much for drawing this matter to our attention.  We provided an additional refund to the insured's credit card recently.  This insured is correct, the policy was in force 83 days, however the slight discrepancy now remaining is due to the fact that the managing general age fee is not refundable.

  Once again, we appreciate the opportunity to provide clarity regarding the timeline.

  Respectfully,

• Initial Complaint

  Date:07/31/2023

  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 June 16th, we were contacted by Clovered Insurance Agent ********************* in regards to a quote for homeowners insurance for a primary residence we were in the process of purchasing. We provided all necessary information to the agent and accepted and signed a quote/policy. After the signing, the agent informed us that he had calculated the deductible percentage incorrectly and to be in compliance with our lender, he had to adjust it, increasing the policy by a little over $100. We were unhappy that the agent had not done his due diligence, but proceeded with the quote.We were issued a new quote and a new policy and signed on both. After we had closed, we received notice that our insurance policy would be increasing due to the solar panels on our home. At the generation of the policy, we disclosed the existence of solar panels, so we were confused as to why we were receiving an increase after we had closed and money had been dispersed.We checked the website and no information or warnings were given in regards to an increase in dwelling insurance based on solar panels AND we had already disclosed the existence of the panels to the agent in the first place. We stated that, as we had disclosed and signed, they were free to increase at the time of renewal, but that our policy and quote should be honored as we had disclosed all information to the agent.The agent's supervisor called us back and quoted us at over $1,000 higher for insurance through the original company and stated we could do that or go through Citizens at reduced coverage. No option or recourse was provided despite the fact that the supervisor admitted that nothing had existed on the website in regards to our situation beforehand and that also the agent had made a mistake. We find this to be unacceptable and abusive and deceptive business practice and hence, we are filing a claim.

  

  Business Response

  Date: 08/25/2023

  Dear BBB,

  Thank you for the opportunity to reach out to our consumer.  We understand the insured experienced an unfortunate circumstance with respect to a quote which did not initially contain all the elements to fully value the risk.  This was the solar panels which the insured advised they disclosed in the initial.  In order to fully assess a risk all elements of a dwelling must be included otherwise a property could be underinsured.  This is especially true with solar panels which are a part of the replacement cost.  A fully detailed quote will always list the solar panels to verify they have been included in the full cost component of the premium.

  We are sorry in this instance we did not entirely meet expectations and it appears there was an error in including the panels, however we understand our team has prepared appropriate coverage for the insured which is processing / binding with no lapse of coverage whatsoever.

  It is important that your insurance team is responsive to all aspects of an insureds requirements and we are happy we were able to work with the consumer to secure ongoing coverage.  Thank you for this invaluable feedback which will be relayed to our team.

  Respectfully,