Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
12/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We've submitted dozens of photos and descriptions of damage to our home and property at the initiation of the claim. They've sent two adjusters to assess the property. Since then, they have used countless delay tactics, bounced us to different adjusters (started with ******** *******) only to reconcile for a very small portion of the damages. I've called and left countless VM only to never receive a single return call to discuss. They have licensed contractor estimates and only settled accurately on the roof damage. We have a failing foundation (footers) from heavy tree impacts and are desperate to get the needed assistance to save and repair the home. Also, had personal property damages we disclosed in the beginning, and we have been advised there is an additional form to provide that they were never brought to our attention. The way this company has behaved in our time of need is despicable. We are holding and not depositing two checks with the wording "undisputed amount" until we can conclude this process. Nobody will help us with an appeal process at Universal Property & Casualty Insurance Company and we are out of options and time. PLEASE HELP
Business response
01/02/2025
Dear BBB,
Thank you for the opportunity to respond to this concern. We appreciate the insured's feedback. We understand this is an unfortunate situation, however, the terms and conditions of the insurance contract dictate whether the cause of loss reported is covered. In this instance, the Company is not in agreement with the supplemental figures provided for settlement and has not received any documentation in support of the insureds additional claim. We have provided notice to the insured(s) of the next step as required State if they are not in agreement with the determination made. We would encourage the insured to review and respond accordingly.
Customer response
01/02/2025

Complaint: 22726933

I am rejecting this response because: You have not fulfilled your obligation to assist with missing items from the claim including personal property damages. The addition of a required form was never disclosed and in my opinion, intentionally hidden as an obligation and process. Furthermore, your company has not addressed the issue of +/- $2000 in window screen replacement, and more essentially, the damaged foundation / footers (6 in total) from the heavy tree impact that also injured the roof and deck (estimated repairs = $37,080.00) that is well within the scope of the policy. If you dispute that, you've already paid on the roof and gutter damages from the ***** IMPACT, thereby acknowledging it is in fact within the terms and conditions of the policy.
I will continue to pursue this matter through this channel, ************************ and eventually court if necessary until you fulfill your obligation.

Sincerely,

***** ***
Business response
01/07/2025
Dear BBB,
We are not in agreement with the statements made. A supplemental payment was issued on December 11, 2024, to address the gutters and downspouts. The only other estimate received was for over $400K for the driveway, which was not damaged as a result of the storm.
We have received a Mediation Request, in which the disputed amount will be addressed.
Thank you,
Customer response
01/07/2025

Complaint: 22726933

I am rejecting this response because: The App Mountain Builders quote is clearly more than the driveway. It specifically calls our demo and repair the the foundational footers and deck that in fact supports that entire corner of the house. Again, this is a direct impact of the tree that damaged the roof and gutter. That side of the house is currently supported by temporary construction.

Sincerely,

***** ***
Initial Complaint
12/18/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Universal Property & Casualty Insurance Company has not paid me what is owed on an insurance claim for a roof replacement. The claim was filed and loss incurred on 08/11/2023. One of the checks issued to me did not clear (amount of $739.43). I have been asking for the check to be reissued since June 2024. They continue to tell me it needs to be reviewed by a supervisor. In addition, Universal Property & Casualty Insurance Company has also not paid the Recoverable Depreciation and continue to say it is being reviewed. I called Universal Property & Casualty Insurance Company on 6/4/2024; 7/8/2024; 7/22/2024; 8/20/2024; 9/19/2024; 10/2/2024; 10/24/2024; and 12/4/2024. I sent multiple email as has my contractor, with photos showing the work was completed. I have paid my insurance premium to this company for 24 years and expect payment for the repairs. I am being constantly called by my contractor, who has not been pain.The amount entered on "the amount of money you paid business) on this form is the monthly premium I have paid Universal Property & Casualty Insurance Company for 24 years.
Business response
12/23/2024
Dear BBB,
We appreciate the opportunity to review the claim and provide resolution. The payment in question has been reissued. We have also issued two supplemental payments on December 20, 2024 to address the recoverable depreciation payment and supplemental claim.
Thank you,
Customer response
01/03/2025

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
12/02/2024
Complaint Type:
Billing Issues
Status:
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.
This insurance company took my payment from my mortgage company and claimed it was late despite being postmarked within the appropriate date range for my annual renewal. There is documented proof that they purposely delayed documentation of this check and ignored the correct dates of which this check was valid. They then dropped us from their insurance policy stating that they never received payment however, they returned a check back to us after the fact from the money that was owed to them. Because they ended up, dropping our claim they increase the price of our insurance despite us paying on time and info every year. They are criminal and should not be doing business. We were fined from our mortgage company because of their negligence and fraudulent activity in order to get us to pay more money for our homeowners insurance then we shouldve originally been doing
Business response
12/03/2024
We are unable to address these allegations because we are unable to locate a policy that matches the name and address for the complainant. If you can please provide a policy number, we can look further into this and provide a more accurate response.
Business response
12/04/2024
We are unable to address these allegations because we are unable to locate a policy that matches the name and address for the complainant. If you can please provide a policy number, we can look further into this and provide a more accurate response.
Initial Complaint
12/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I filed a claim 9/27/2024 due to damages to my home during Hurricane ******. I had two adjusters come to my home and assess the damages! Both adjusters saw the severe damages to my roof, the screens of my windows, food loss and other damages! But the main concern of course was the damage to my roof! The supervisor of the field adjuster denied my claim. I DID not agree with the supervisor of the field adjuster as she stated several lies for the denial! At that point I contested the decision! That letter was uploaded 11/06/2024. Since I have uploaded my rebuttal I have been getting the run. You never speak to the same person when you call and everyone you speak with gives a totally different answer! At this point this has gotten out of hand and I just want my damages to my home to be fixed! I see that SEVERAL people have been having problems with this company!
Business response
12/11/2024
Dear BBB,

We appreciate the opportunity to address this complaint. Please note, the rebuttal letter provided did not include any supporting documents. Our determination was made based on our investigation of the claimed damage. At this time the determination initially made stands, however, the insured may submit documentation which confirms that the damage from the prior loss was repaired.
Thank you,

Customer response
12/11/2024

Complaint: 22627453

I am rejecting this response because: The damages that occurred during Hurricane ****** 2024 and my claim from 2023 are not the same. Last years claim was for the left side of my fence as I stated previously and this time the damages occurred to the right side! Two totally different sides. The company has the pictures already. They have stated that the notes state I had a total roof replacement in 2023 and that was not the case! Customer Sevice did not give me correct information as it pertains to getting my whole roof totally repaired! I wasnt even provided a check that would cover a total roof replacement! Universal Property is trying to use me not uploading pictures as rationale for denying my 2024 claim. Being that Universal Property has denied my whole claim I still have damages to my windows, front porch and had loss of food that still require repairs. And my roof is now leaking.

Sincerely,

Trevone ******
Business response
12/17/2024
Dear BBB,
We understand the insured is not in agreement. A rebuttal response letter has been issued. The determination stands.
Thank you,
Initial Complaint
11/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, we filed a claim with universal property due to a water leak in our home. It has now been almost 6 weeks (will be 6 weeks Wednesday) and we still have no information about the funds we need to receive to fix our kitchen. I had called several agents and their supervisors with no responses. They keep sending my claim to another person saying it will be completed soon. No one can let me know a number so I can work with my contractor. I also have had to pay out around $8000 so far with no idea when I will be reimbursed. I have an illness that requires infusions and a clean home and our home is a mess with the entire kitchen being unusable. No one calls back and no one is helpful with this company. They are negligent at this point. The contractor states it will be at least $30,000 to fix everything.
Business response
12/06/2024

Dear BBB,

Although we understand this is a unfortunate circumstance, we disagree with the assertion that there has been any negligence with the processing of this claim. We have been in communication with the insured throughout this claim and determination has been made within reasonable time.

We do not have records of receiving a $30,000.00 repair estimate, however, we have addressed the reimbursement for receipts provided for loss of use, and we have reached out to the insured to discuss. We will continue to address the supplemental documents as they are received.

Documentation can be uploaded to the claim via the online account at **********************************************************************.

Thank you,
Initial Complaint
11/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
when I first started this claim it was a 1000 deductible they sent a check with paperwork saying it was a ****************************************************************** they would send us the recoverable depreciation amount and we also filed personal property damage then after i send in the work completion certificate they changed my deductible to the hurricane deductible which is around $4100 and we would not be issued anymore money and we was not contacted by anyone about the personal property or the claim at all I had to call to get this information after waiting
Business response
12/03/2024
Dear BBB,

We appreciate the opportunity to response to this complaint. We have reviewed the loss and confirmed that there was oversight relating to the deductible. Accordingly, we have reached out to the insured on November 27, 2024 to discuss the same. We have also issued the corresponding supplemental payments to address the costs submitted.

We appreciate the opportunity to address this complaint and value the feedback from the insured.
Customer response
12/04/2024

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,

***** *********
Customer response
12/04/2024
universal did reach out to me and got everything right I think it was just a misunderstanding of 1 employee whoever was handling the claim just rushed through it and did not realize it was a $1000 deductible
Initial Complaint
11/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Universal is my home insurance. I have been waiting since August 2023 to have my ceilings repaired from my leaking roof. They paid for my roof in 2023; which was supposed to be followed by ceilings repair from damage due to the leaking roof. I have called hundreds of times. I get no answers from those who answer the calls. For the last 3 weeks I am being told that my claim is in management review; the website says it active and resolved. I have left hundreds of messages and never get a callback. It was really hard to get them to repair my roof; but this has gone past bad service. Last year I could not have Thanksgiving dinner at my house because my ceilings look so bad. This year looks to be the same. I don't know what else to do. My payment comes out of my mortgage and has never been late. I have uploaded all required documents. Please help me. My policy number is 4201-1800-0160. Claim number is NC23-0103311.
Business response
12/02/2024
Dear BBB,
We have reviewed the claim in light of this request. We have issued a supplemental payment of $3,650.00 on November 26, 2024. We truly appreciate the insured's patience.
Thank you,
Initial Complaint
11/21/2024
Complaint Type:
Product Issues
Status:
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.
I canceled an upcoming policy to start on 12/07/2024 on 10/28/2024. I told representative to delete all of my financial info. On 10/29/2024, an amount of 513 dollars was withdrawn from my checking account. I called and representative stated refund would be issued within 15 days of cancellation. After 17 days, I called back and was told 2 different stories in the same conversation. First, they changed it to 15 business days from cancellation to 15 business days from the date of policy. I let them know that was not acceptable. How can a business be so deceptive to customers. And how is it acceptable to draft funds from an account after it was canceled and not supposed to go into affect for over a month later. This business is a scam and should not be allowed to conduct any business in the **. I am a senior citizen on a fixed income and all I want is my money returned.
Business response
11/26/2024
Dear BBB,

We respectfully disagree with the assertions made in this complaint. The policyholder made a payment on 10/25/24 to purchase a homeowner insurance policy to be effective 12/7/24. On 10/28/24, the policyholder requested cancellation. However, by that time, the *** payment had already been processed and could not be reversed. The Company proceeded with the cancellation request, which was made effective on 12/7/2024, the intended policy start date. A refund was subsequently issued on 11/19/2024 for the full amount paid.

We appreciate the opportunity to address this complaint and value the feedback from the insured.
Thank you,
Customer response
12/03/2024

Complaint: 22588104

I am rejecting this response because:
this company has deceptive business practices and with over 250 complaints have a proven track record of misleading its customers. I intend on notifying legislative representatives and state AGs to look into their practices.
Sincerely,

******* *******
Business response
12/06/2024

Dear BBB,

As noted previously, we disagree with the assertions made in this complaint and stand behind our prior response. The actions taken were appropriate.

Thank you,
Initial Complaint
11/21/2024
Complaint Type:
Product Issues
Status:
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.
In March of 2024 both Universal Property and ********* Insurance were made aware of the death of the named insured on the homeowners policy. The home ownership transferred to me ***** ******* on March 14th 2024. Universal and ********* renewed the homeowners policy in a deceased person's name and with **** $12,498.91 from the mortgage escrow account on 9/21/2024 when aside from breaking the law ( it is a crime to issue a policy in a deceased person's name) and taking the funds from escrow, it wasn't even due until 10/18/24. Both Universal and ********* were both made aware of the homes pending sale on 10/18/24 and stated that if the funds were not returned to escrow by 10/18/24 that when they were refunded that it would be disbursed thru the same bank wire transfer to the HOMEOWNER. Not a check written out to the estate of the deceased. (There is no estate). They did not take the $12,498.91 from the previous owner because they had no right to renew a policy in someone's name that is no longer here. Now all of a sudden Universal and ********* claim they can no longer speak with me on this matter. They are well past the 30 day refund Florida statutes require them to issue the refund. I will also be filing a complaint with the Florida Insurance office. They need to send the refund back to the escrow company as required by law. It's not a canceled policy because there never was a policy in place after 10/18/24 when the policy expired. A deceased person can not agree to a policy renewal. I will be looking into weather they even had a right to the homeowners insurance premiums from 03/24 -10/18/24 seeing how only the insured could have filed a claim for damages. I would hope both Universal and ********* would see it is in their best interest to take this matter a little more seriously and with a little more urgency.
Business response
11/27/2024
Dear BBB,

We respectfully disagree with the assertions made in this complaint. The company was not informed that the insured was deceased, nor did we receive a request to cancel the policy prior to October 2024. The policy was cancelled effective 10/18/2024 as requested.The full premium for the ********* policy term was refunded to the mortgagee company.

We appreciate the opportunity to address this complaint and value the feedback from the insured.
Sincerely,
Initial Complaint
11/20/2024
Complaint Type:
Product Issues
Status:
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.
Hello dear, it was so terrible situation. I had to pay $2,819.11 for two of my houses for Universal Property& Casualty Insurance Company. The house was one of my house is ************** and anther is *********************. I paid for them by an agent name is ****** ***** *********** Insurance in concord ************** . the house at ********************* $1,257.44 on September ******* and the one at 3600 ******** , paid $1,561.48 on September ******* . then over a month later in November they sent me a mail said the policy of my insurance canceled and they were not approved because the roof was too old and they would be refund later in a mail. Later of November ******* I received a mail with the check was $1,222.63 for the house at ********************* and $967.44 for the one at ***************************** I did not know why? if they were not approved , they should not take money from me. So the total of two houses I got refunded were $2,225.07 . I lost $629.64 just a little a month while I am a normal worker with **********. I have to pay mortgages and a lot of things . I am not agree with what they did with me. I will try to tall with a local new about my situation . Thank you for reviewing my situation.
Business response
11/26/2024
Dear BBB,

We respectfully disagree with the claims made in this complaint. The first policy was cancelled due to undisclosed prior claim history, unacceptable prior claim history, and the roof age exceeds the maximum age limit per the binding guidelines. Coverage was provided during the time period the policy was in force, and the premium for this time frame is fully earned. In accordance with the policy, a pro-rata refund was issued.

Similarly, the second policy was cancelled due to undisclosed prior claim history, unacceptable prior claim history, and the roof age exceeds the maximum age limit per the binding guidelines. Coverage was provided during the time period the policy was in force, and the premium for this time frame is fully earned. In accordance with the policy, a pro-rata refund was issued.

We appreciate the opportunity to address this complaint and value the feedback from the insured.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Complaints

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary