Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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,

*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. ↩