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:03/28/2025

  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.

  My home received storm damage in 212/25 when a tree fell on my home now the insurance company trying under value the damage of how much it will cost to get my home repair they refused to paid and now they giving me the run around and not answer my calls I have left voice messages and no update about my claim it been almost two months now where I been unable to stay at my home due to safety concern I'm a citizen senior and they have my life so stressful

  

  Business Response

  Date: 04/08/2025

  Dear BBB,

  Thank you for your inquiry and the opportunity to respond to the complaint. We have reviewed the matter in light of the complaint filed by the insured and we have issued and mailed a payment in the amount of $5,684.15 representing the Supplement on April 7,2025.
  

  We appreciate the insureds patience and understanding in this matter.

  Thank you. 

  Customer Answer

  Date: 04/08/2025

   
  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:03/27/2025

  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.

  A Hail Claim NC24-0105124 for my home was submitted to Universal Property on 10/03/24. Claim was denied and closed 10/24/24. Letter of Appeal was sent 11/04/24. Claim was reopened and accepted 11/05/24. Roof was replaced and photos with Letter for the Recoverable Depreciation amount of $8,128,89 was submitted 12/27/24. Roofing Contractor Job Complete Final Invoice was submitted 01/23/25. A second letter for the Recoverable Depreciation was submitted 02/05/25. I have contacted Universal Property **************** the following dates and times in regards to the disbursement of the Recoverable Depreciation:02/12/25 - 12:01pm - *** 02/26/25 - 8:39am - ****** 02/26/25 - 8:45am - ******* ****** - Supervisor 03/07/25 - 10:06am - ****** 03/07/25 - 10:13am - ***** - ********************* 03/17/25 - 8:54am - **** 03/17/25 - 8:59am - Miles - ********************* - submit to expedite 03/26/25 - 9:30am - *** 03/26/25 - 9:45am - Miles - ********************* The roof has been replaced for 3 months, extra documentation has been submitted for 2 months and I have continuously contacted Universal Property to see if there is any further information that they may need to disburse the Recoverable Depreciation - which I have been told no per the above phone calls. I need the disbursement of the Recoverable Depreciation to pay the balance to the Roofing Contractor before he places a lien on my home. This situation continues to escalate for me and needs to be resolved immediately.

  Customer Answer

  Date: 03/28/2025

  Letter from Adjuster from Universal Property

  Customer Answer

  Date: 03/28/2025

  Letter requesting the disbursement of the recoverable depreciation after the roof was replaced and pictures and documentation submitted.

  Customer Answer

  Date: 03/28/2025

  Final Invoice from Contractor stating the *** IS COMPLETE

  Customer Answer

  Date: 03/28/2025

  Pictures of completed shingle installation

  Customer Answer

  Date: 03/28/2025

  Resent - Letter from Adjuster stating the Recoverable Depreciation

  Customer Answer

  Date: 03/28/2025

  Resent Letter from Adjuster approving the Recoverable Depreciation

  

  Business Response

  Date: 04/03/2025

  Dear BBB,

  Thank you for your inquiry and the opportunity to respond to the complaint. We have reviewed the matter in light of the complaint filed by the insured and we have issued and mailed a payment in the amount of $7,853.74 representing the Recoverable Depreciation on April 2, 2025.
  

  We appreciate the insureds patience and understanding in this matter.
  

  Thank you. 
  

  
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23122819
  
  I am rejecting this response because:

  I am questioning the $275.15 shortage of the check for the Recoverable Depreciation that was in the Summary for Dwelling in the Alder Adjusting letter (Please see attachments).

  Alder Adjusting Recoverable Depreciation - $8,128.89

  Check from Universal for Recoverable Depreciation - $7,853.74 ($275.15 shortage)
  
  Per the Final Invoice from Alliance Roofing  $16,960.06 - NO TAX
  
  Per Alder Adjusting Summary                        $16,295.23 
                                                                                939.98 - TAX
                                                                          $17,235.21
  
  I am not understanding why the check for the Recoverable Depreciation amount would be less $275.15 than their adjuster summary?  The roof replacement final costs exceeded the adjuster replacement costs before taxes.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/10/2025

  Dear BBB,

  Thank you for your inquiry and the opportunity to respond to the complaint. Our office communicated with the insured on April 8, 2025, to review the details of their contractors estimate,subtracting the applicable deductible and prior payments. We have provided coverage and issued payments in accordance with the policy.

  Included are the Property Statement and Contractors estimate for the insureds review. We appreciate the insured's patience during this period.

  Thank you. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23122819
  
  I am rejecting this response because:
  Per the previous documentation that I received and submitted to the Better Business Bureau from Universal Property Insurance Adjuster - Alder Adjusters: 

  $16,295.23 - before TAXES to replace my roof per Alder Adjuster

  $  ******** - Recoverable Depreciation per Alder Adjuster

  $16,960.06 - actual roof replacement per Alliance Roofing

  $ ******** - check issued from Universal Property for Recoverable Depreciation

  The roof was clearly more expensive to replace than Alder Adjuster estimate - but the check for the Recoverable Depreciation that was issued from Universal Property was $274.49 less than the amount per their adjuster.

  Sincerely,

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

• Initial Complaint

  Date:03/24/2025

  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 had a storm chaser talk me into filling out a form when he said he found hail damage and will contact my insurance A claim was made and I then wrote a letter to the Adjuster to disregard it and even sent in the necessary paperwork via webpage upload.I ended up replacing the damage that was NOT caused by hail damage.UPCIC recorded I made a claim and it was denied and a pay out of $2500 is on my record.I never received anything and requested the fraudulent claim to be removed.

  

  Business Response

  Date: 03/26/2025

  Dear BBB,
  

  Thank you for reaching out with your inquiry regarding the complaint filed by the insured.
  

  While we understand the insured's concerns, the claim cannot be removed from the record. The claim was reported,inspected, and investigated. Based on our findings, it was denied in accordance with the policy terms.
  

  Furthermore, there is no record of a payment issued as the claim was denied. We have attached a copy of the Loss History Report confirming the claim determination.
  

  The insured may contact their agent with any additional questions.
  

  Thank you. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23110124
  
  I am rejecting this response because:
  This is bullshit!

  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/01/2025

  Dear BBB,

  Thank you for reaching out regarding the complaint filed by the insured. While we understand the insured's frustration,we have no additional information to provide at this time. We extend our best wishes to the insured.
  

  The insured may contact their agent with any additional questions.
  

  Thank you. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23110124
  
  I am rejecting this response because:

   

  the attachment clearly states that I had a pay out of $2500 for a claim!  
  

  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/11/2025

  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 bought a policy with this company on jan *******,for a total of $3,897.46 but the company cancelled my policy on feb. 7, 2025 stating my house needed repairs,so they would refund my money in 14 business days from the 7th feb.2025 .But they never refunded my money ,when i call they tell me I need to talk to the agent that wrote me up.Then finally I have talked to them on phone, emailed them,and they keep saying check is in the mail.,that it was mailed out on feb. 7th 2025. I want my money refunded now they are giving me the run around ,I think they are scammers.

  

  Business Response

  Date: 03/18/2025

  Dear BBB,

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, unearned premium refund in the amount of $3,299.33 was issued and mailed to the insured on 3/6/2025.
  

  We encourage the insured to contact their agent for further assistance.
  

  Thank you.

• Initial Complaint

  Date:03/10/2025

  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.

  I have uploaded a complete statement regarding the complaint. The complaint is relative to an insurance inspector coming to our property after Hurricane ****** caused power outage for 9 days, pumps inoperable, food, computer, and damage to our living-room, and bedroom set, by water intrusion and mold/bacteria growth to where we suffered illness. The adjuster did not place in the report facts relative to our claim, and the claim was denied without all the facts entered. After numerous emails and calls, it fell on deaf ears to the insurance company. PLEASE review all pictures, and narrative, along with the listed "Number Editions" I've listed on our policy. The adjuster totally omitted facts.

  

  Business Response

  Date: 03/21/2025

  Dear BBB,

  We appreciate the opportunity to review the claim and address this complaint. To resolve this matter amicably,we made several attempts to reach the insured for a discussion, but unfortunately, we did not receive a response. As part of our efforts, we also sent a Document Request letter to the insured via mail and email.

  We encourage the insured to get in touch with us directly at ************** should they have any questions or concerns regarding this correspondence or any aspect of their claim. We are here to assist and provide the necessary support.
  

  Thank you.

  Customer Answer

  Date: 03/21/2025

  I would like to respond by stating that the insurance company has attempted to call us and sent an email. Theyre asking for the pictures and proof, I attach that to the BBB complaint. I have not responded to them for the only reason that I did not know if I should or should not respond to them or go Through the BBB. Could you please let me know how I should go forward with this complaint? Should I do it through the BBB, or is it OK to converse with them directly?

  Much appreciated,

  ***

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23047043
  
  I am rejecting this response because: There are clear, already submitted proof of damage and other items to this claim of the 9 day power outage causing pumps not to operate, mold and extreme health issues caused due to the hurricane, it is also clear that we are not in a flood zone and that damages were caused due to the extended power outages. The inspector/adjusted who came out to the property totally ignored everything that I showed, and was explaining to him. Although he was evidently busy due to the aftermath of ******, each customer should have been heard and their individual claims be presented thoroughly.

  The pictures show mold, damage, the pump, the bedroom set lost to damage and mold, the computer etc. However, we had clearly written, which has been submitted that we wanted the repairs made in order to resolve the health issues that were presented by the mold, and that we did NOT want a check or money, it was our request to have been made whole by health safety repairs. We never included the bedroom set, computer, food, medical bills or pump cost of replacement because it was about health, and that I have ****************************** and these conditions were direly unhealthy for me, not to mention any human being breathing the mold spores.

  We ask for replacement costs and repairs, and if also entitled to, we would ask for replacement costs of the pump, bedroom set, computer etc. We didn't want anything extra, but evading coverage due to an adjuster not listening or documenting information properly has inconvenienced us, placed us in a position of wondering why we even had insurance, created additional medical bills and sickness, stress, has put us in a position of possibly making a request of additional reimbursement for these things.

  Thank you BBB for your assistance, and we prefer to correspond through you folk at this time, for this particular claim with the insurance company.

      *** & *****

  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/26/2025

  Good Afternoon,

  There is a man **** (Stack) Stick, couldn't make out his name, that identifies himself as an Adjuster from the insurance company and he needs to look & take pictures because the ones provided by the BBB were good enough. We saved the voicemail from him if you need to hear it.

  All pictures and information was already sent, but now he's stating that he wants to take pictures, more?! But we had to pay by borrowing money from a relative to pay to have all the repairs because the mold was so bad and causing health issues. Again I have *********** and everything has been repaired nice and new. Does he want pictures of the work completed...I sent that. Does he want pictures of the mold...I sent that. Does he want pictures of the pumps...I sent that. Does he want doctor bills..., I'm not sure what the deal is here but we're totally disturbed that they keep trying to reach us and not go through the BBB. We don't want the hassle! Their original adjuster didn't care to listen, and took all the pictures, and we sent more.

  Please HELP!!!!

  Customer Answer

  Date: 03/26/2025

  My wife sent me the voice transcript from my recent addition to this portal.

  

  Business Response

  Date: 03/27/2025

  Dear BBB,
  

  We appreciate the opportunity to review the claim and address this complaint.
  

  Unfortunately, the documentation provided does not conclusively show the loss is related to a failed sump pump.Instead, it is primarily additional damage photos of flooring, trim, and drywall. Additionally, it should be noted that approximately six (6)attachments are corrupt and will not open.
  

  To reach a resolution, we have decided to request a reinspection of the residence. Please contact us at ************** to confirm the date and time for the reinspection. We are here to assist and provide support.
  

  Thank you. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23047043
  
  I am rejecting this response because:

  The photos have been provided...can the BBB verify that the photos are corrupt and cannot be opened? Also, can the BBB assist with how to move forward since everything has been replaced, fixed, and the condition of the home is now good, BUT IT WASN'T WHEN THEIR ADJUSTER LEFT US HANGING AND DIDN'T LISTEN OR DO HIS JOB....Please help.

  I have no idea what pictures to provide anymore than what the adjuster should have documented. This is a ploy to cover up their neglect and failure to provide proper documentation/coverage.

   

  BBB PLEASE advise.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/28/2025

  Good afternoon,
  

  I just got off the phone with the young woman from the BBB, and I will follow her advice and recommendation at this point, And will contact the adjuster to make arrangements to come out and return to the property. That is this is a new adjuster and not the original one. As I stated to her, we were looking to have the damage covered, which was the estimate from Husky Builders because we certainly couldnt have lived under the mold conditions. 
  

  We are very open and transparent, and we are just really beside ourselves that the insurance company was not thorough of the first time when they came out and we had to have the work completed or else we would continue to fallen ill with medical conditions.

  Please be rest assured, that I will be contacting the gentleman most likely on Monday because its late in the day Friday. 
  

  Much appreciated with the advice and help of the young lady.

  *** Rhodes 

  Customer Answer

  Date: 03/31/2025

  This shouldn't be closed. I spoke with ***** on Friday and I agreed to reach back out to Mr. ***** to come out to the property, and we were going to take it from there. I'm waiting to hear back from Mr. ******************** by you closing this case only allows the disregard to a consumers legitimate concerns by the insurance company because there won't be a form of watch-dog oversight to this claim.
  

• Initial Complaint

  Date:03/01/2025

  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.

  I took out homeowners insurance 12/2024 I was notified by Universal Property my insurance would be cancelled February 26th, 2025 claiming I did NOT have a vested insurance in the property. THIS IS MY PROPERTY I HAVE A DEED AND I PAY TAXES ON THIS PROPERTY. IT IS MY HOME PROPERTY. DEEDS AND TAX RECORDES ARE AVAIABLE TO PUPLIC/BUSINESS TO VERIFTY. UNIVERSAL CANCELED MY POLICY UNDER FALSE ALLEGATIONS. THEY HAVE NOT PROVIDED ANY DOCUMENTATION TO VERIFY THEIR LEGAL ACTION FOR THE CANCELLATION OF POLICY. THE COMPANY NEVER CONTACTED ME REQUESTING ANY INFORMATION

  

  Business Response

  Date: 03/07/2025

  Dear BBB,
  

  Thank you for the opportunity to respond to this complaint.  While we do understand the insureds frustration, we are not in agreement with the accusations outlined in the complaint. During the underwriting period, we review the application for accuracy and conduct an exterior inspection of the property to determine eligibility.

  Our underwriting review revealed several deficiencies. Pursuant to those findings, an agent memo dated 1/24/2025 was issued explaining the following:

  1. Please be advised the roof covering has been amended to Architectural Shingles, as the certification or proof of installation for the Extended Life Architectural Shingles was not attached to the application.
  2. Please provide details regarding the prior claim(s) listed on the *** Loss History report.
  3. Please be advised the roof year has been updated per the Verisk Roof Age Report.
  4. Please provide proof of insurable interest for the named insured as the county records shows a different owner of the property.
  

  And a request was generated requesting details regarding the prior claim(s) listed on the *** Loss History report and to provide proof of insurable intertest for the insured as County records showed a different owner of the property.  Additionally, the memo explained that the roof year has been updated per the Verisk Roof Age Report and that the roof covering has been amended to Architectural Shingles per our exterior inspection.There was no certificate or proof of installation for the Extended Life Architectural Shingles attached to the application.
  

  Accordingly, on 2/11/2025, a Notice of Cancellation was issued indicating the reason(s) for cancellation:

  1. Failure to provide the details regarding the prior claim(s) listed on the *** Loss History Report; and
  2. No insurable interest. The named insured does not have insurable interest in the property.
  

  On 2/24/2025, we received a letter from the insured dated 2/21/2025, providing details of the 3/26/2023 roof claim and a request to cancel effective 2/25/2025. The letter did not include proof of insurable interest as per the agent memo request dated 1/24/2025. 

  On 3/5/2025, the unearned premium refund in the amount of $1,288.58 was issued and mailed to the insured.

  We encourage the insured to contact his agent for further assistance.
  

  Thank you. 

   

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23008211
  
  I am rejecting this response because: See explanation in attachment.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/14/2025

  Universal said they would cancel my insurance effective February 26, 2025.  I sent instructions to cancel on February 25th, 2025 in order that I would not have a cancelation on my name.   HOWEVER, UNIVERSAL CANCELLED ON February 24TH, 2025 (NOT AUTHORIZED)...THE SENT ME A REFUND CHECK WHICK I DEPOSITED AND I WAS ISSUING A CHECK TO DEPOSIT TO MY ESCROW ACCOUNT WITH MORTGAGE *********************************** WAS AT THE BANK WHEN I RECEIVED A PHONE CALL STATING UNIVERSAL HAD STOPPED PAYMENT ON THE CHECK I RECEIVED.  STATED ANOTHER CHECK WOULD BE MAILED.....THIS CAUSE MAJOR ISSUES WITH MY CHECKING ACCOUNT.   I HAD TO CANCEL MY CHECK TO THE MORTGAGE COMPANY. ......THIS IS ANOTHER EXAMPLE OF THE UNPROFESSIONAL INEFFICIENCY OF THIS INSURANCE COMPANY.   (TOTALLY RIDICULOUS)

  

  Business Response

  Date: 03/17/2025

  Dear BBB,

  We are truly sorry for the inconvenience. After receiving further communication, we made corrections to the effective date of the cancellation date from 2/24/2025 to 2/25/2025. The prior refund amount issued was voided and the corrected unearned premium refund of $1,284.30 will be issued today. 

  In further review of the underwriting address search, there was an error made, which resulted in the no insurable interest cancellation. We are truly sorry for this oversight. We have addressed this with the individuals involved as well as their supervisors.
  

  Sincerely,

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23008211
  
  I am rejecting this response because:
  The action to cancel my insurance by this company was done ILLEGALLY. There is NO justification for their action. The company has NOT given me any documents or explanation for the action they took.  I had to speedily seek another insurance for coverage of MY property.  The company cancelled the policy on a date that I did not authorize.  They sent a check for my reimbursement of premium and then after I had deposited their check they stopped payment on that check causing some financial issues with my bank. (second check was received today)  THE INSURANCE COMPANY is very incompetent apparently.  Truely I should be compensated by this company for the illegal action they took and the stress and inconvenience I encountered.
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/22/2025

  NOTE THE STATEMENT SENT TO THE STATE CONTAINS MY INFORMATION IN ADDITION TO ANOTHER PERSON'S INFORMATION, THAT OF A MR. ************ THE INSURANCE COMPANY SENT CONFIDENTIAL INFORMATION OF MYSELF AND MR. ************ AGAIN, THIS IS AN EXAMPLE OF THE INCOMPETENCE OF THIS INSURANCE COMPANY.  I WOULD THINK A CLASS ACTION SUITE SHOULD BE FILED TO HOLD UNIVERSAL ACCOUNTIABLE FOR THEIR ACTIONS. IT'S RIDUCULOUS UNIVERSAL HAS THE ATTITUDE THEY CAN TREAT PEOPLE IN SUCH A MANNER, NOT BE ACCOUNTABLE FOR ILLEGAL ACTION ON THEIR PART.  I DO NOT INTEND TO REST TILL I RECEIVE THE JUSTICE I SEEK. IF NECESSARY I WILL FILE IN EVERY STATE THE INSURANCE COMPANY OPERATES.  

• Initial Complaint

  Date:02/27/2025

  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.

  -Claim FL-24-***** 16 of 10/7/24 denied on 11/1/24 without my explanation of occuring damage -12/1/24 uploaded documents, e-mails to adjusters, and 25 pictures, not addressed -1/24 Universal sent exact same generic letter as back in November with the same Nov 1st date instead of reviewing claim - Multiple calls to look at my uploaded documents were ignored -FL Statutes ******* requires a 60 day response, not given -1/31/25 talked to **************** who assured me this would definitely be looked into-again no response -Undue stress to a senior citizen -Draining my savings account for repairs believing to be reimbursed for damages clearly covered in my policy

  

  Business Response

  Date: 03/05/2025

  Dear BBB,
  

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, have issued and mailed payment in the amount of $7,895.80 on 3/4/25.  
  We apologize for any inconvenience this may have caused.
  
  Thank you. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22999233
  
  I am rejecting this response because: Adjuster , *******, was to send to Management that I requested a written response to my uploaded response letter to Universal's rejection letter.I do not feel any of my uploaded documents were read or pictures of damages even looked at based on a Jan 2025  exact letter of rejection with same date sent back on Nov 1, 2024.  I keep getting the run around instead of payment of claim.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/05/2025

  I just read where Universal Property sent out a check for my damages on 3/4/25. When I receive this check, I will close the complaint. Thanks for your expeditious help.

  Sincerely,

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

  

  Business Response

  Date: 03/06/2025

  Dear BBB,

  Thank you for your inquiry. On 3/6/25, our office contacted the insured directly and discussed the submitted documents as well as the payment that was issued.  
  

  Thank you. 

  Customer Answer

  Date: 03/14/2025

   
  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:02/27/2025

  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.

  I have been dealing with Universal since 12/4/2023 and have yet to receive my final Recoverable Depreciation of $8,103.35 for a roof repair completed in June of 2024. I have submitted everything they needed dated 06/04/2024. It has now been 8 months and no body has any answers as to what is taking so long to get me my final payment for Recoverable Depreciation. I have been calling almost every week for the past 8 months with the same response that my claim is in ** review. How can it be in ** review for 8 months? Every time I call the representative has no idea what is going on with the claim and sends me to product support/escalation team. They look into my issue and tell me the same thing. Either they hang up on me or transfer me over to the **'s voicemail. The ** has not once gotten back to me about my claim or left any messages/emails for me. I have never had to deal with an insurance company quite like this and it is crazy. We are seeking attorney counsel on this claim because I honestly do no think I will ever receive my money. If this is truly in ** review it should not take long to resolve this.

  

  Business Response

  Date: 03/04/2025

  Dear BBB,

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, payments in the amount of $8,103.35, $2,280.76, $165.17, and $500.59 were issued and mailed on 3/3/25.
  We apologize for any inconvenience this may have caused.  
  
  Thank you. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22999075
  
  I am rejecting this response because:

  The check I received for $8,103 has bounced. 

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/18/2025

  Dear BBB,

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, payment did not bounce; it was returned due to missing endorsement(s). With that being said, we have reissued payment in the amount of $8,103.35 on 3/17/2025. We encourage the insured to ensure all payees endorse the check before making a deposit.
  
  Thank you. 

• Initial Complaint

  Date:02/27/2025

  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.

  Claim Filed with Insurance for water damage caused by a leak. Without explanation a check was cut for the claim and sent to us. Upon inquiring how they came up with the amount, an estimate was provided from a contractor who never stepped foot on my property and is not even located in the same city. Per my local contractor, who completed an in person and thorough examination of the damage, the estimate is twice as much as the amount provided for repairs. I have submitted my estimate and called several times to ask them to re-evaluate. No one will take my call or call me back. I am desperate for help with this and my contractor is waiting to begin the much needed repairs.

  

  Business Response

  Date: 03/07/2025

  Dear BBB,
  

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, payment in the amount of $5,029.95 was issued and mailed on 3/7/25.
  

  We appreciate the insureds patience during this time.
  

  Thank you.

   

• Initial Complaint

  Date:02/21/2025

  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.

  Initial Date of claim: 10/05/2021, ongoing issue to current day.Amount of money paid to business to date: 2016: $2,037.00 2017: $2,274.00 2018: $2,222.00 2019: $2,535.00 2020: $2,890.00 2021: $4,883.00 2022: $7,915.68 2023: $9,011.18 2024: $9,141.44 2025: $93.01 This business has committed to providing insurance services to my property and resolved to send me a check for the amount of $6,655.92. They claim to have sent this check at the time of the claim's resolution, but I never received it. I have reached out multiple times in the intervening time since then. Currently, every time I call now, I am told that the check needs approval from their management team to re-issue the check. They have given me several different timeframes for this to occur, usually in the 7 to 14 business day range, and have neglected to make any progress each time they have missed their own deadlines. I do not believe they are working in good faith on this issue and are lying to me when they claim to be working this issue. As one ca see form the massive increase to my yearly premiums, I have been punished for making this claim without receiving any compensation.

  

  Business Response

  Date: 02/27/2025

  Dear BBB,
  

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, the undisputed payment in the amount of $6,655.92 was reissued and mailed on 2/26/25.
  
  Thank you.