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:03/01/2025

  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.

  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. 

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service 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 have a claim outstanding NJ24-0101154 for water damage. Ive turned ion loss of use receipts weekly since November and have turned in all I for for recoverable depreciation. Its taking some time to get an answer when my check will be sent out along with the amount. I have medical bills piling up for to having to put so much money out of pocket. Loss of use amounts to over $6000 and depreciation aprox $4890. If I dont receive the money timely, my medical procedures cannot take place in a timely, needed manner. Thank you, ****** *******

  

  Business Response

  Date: 02/21/2025

  Dear BBB,

  We have reviewed the claim documents. Please note, we emailed the insured on February18, 2025 and provided approved payment information. The corresponding payments to address the loss of use and recoverable depreciation were issued on February 18, 2025. 

  We truly appreciate the insured's patience.

  Respectfully,

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22940255
  
  I am rejecting this response because: these letters arent for me, they are for someone named ******* in ******* and have her information on them. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/25/2025

  Dear BBB,

  We are truly sorry for the error. Please see attachment of the payment statements that we intended to provide previously.

  Thank you,

  Customer Answer

  Date: 02/26/2025

  Hello,  I dont see any attachments and have still not received my checks which were supposed to be mailed out last week, 2/19/25. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22940255
  
  I am rejecting this response because:Hello,  I dont see any attachments and have still not received my checks which were supposed to be mailed out last week, 2/19/25.
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/11/2025

  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 a loyal premium payer for over 14 years with Universal Property and Casualty Insurance. I was always on time with my payments and on good terms with the company. At the time when hurricane ****** hit us in *********, ** on October 7, 2024, our roof was destroyed and the seals to our ventilation pipes busted due to wind. I contacted Universal Property that we have been hit and we have damage to our house. No flooding, but extreme wind damage that caused our roof to be blown apart and the seals around our ventilation pipes to break. They said we will get a field estimator to come out. Because our entire neighborhood was torn to shreds by the hurricane, another field adjuster not assigned to estimate the damages said he is in the area and he can do the estimate soon. So I agreed. He stepped into our house, looked around for 2 minutes, and said that all this damage was caused by you and not the hurricane. Sure there are 4 shingles missing from your roof, but you can patch that up. He then left my house. Two weeks later, I get a BAD FAITH estimate from Universal Property and their claims adjuster company, Alder Adjusting, a letter stating your claim is under your hurricane deductible so we owe you nothing. Despicable!! I immediately contacted a PA and emailed the CEO and upper management of the company and demanded action. You will not shove me under the carpet!! Now thru fear, they still dont want give me what I need to fix my house because they donated nearly $8 million to charities to hide their bad faith attempts to cover it all up. Shame on Property and Casulty Insurance!

  

  Business Response

  Date: 02/18/2025

  Dear BBB,

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured.  Although we appreciate the insured's feedback,we are not in agreement with the characterization made in this complaint.
  

  Please note, we have settled this matter with the insured and payment has been made in accordance with the settlement agreement.   
  
  Thank you. 

• Initial Complaint

  Date:02/07/2025

  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 was recently informed I am due a refund check in the amount of $329.29 from August 2023 because I had increased my hurricane deductible. I have not been issued a check for the money I overpaid.

  

  Business Response

  Date: 02/19/2025

  Dear BBB,

  The last change to the deductible was made on August 23, 2023. The corresponding premium refund of $329.29 was issued on August 29, 2023, and it cleared on September 11, 2023. The insured may contact their agent for further assistance.

  Thank you,

• 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.

  I am writing with regard to my ************************************************ ************, ******* post Hurricane ****** destruction. This travesty occurred in October and here we sit in what is now February with near zero communication and 10% payout of total Dwelling coverage. Meanwhile my elderly father resides in his home that's an absolute disaster - ServPro (hired for restoration) has torn out portions of the walls impacted, removed the flooring & multiple furnishings - for which has Universal has also not reconciled. My father's mental health has declined significantly as a result of the reality for which he now lives in, battling depression as result of what was once his proud home. I've hired a credible 3rd Party Adjuster to assist in what I immediately recognized was going to be a battle and thus far they've been unable to make progress, repeatedly telling me that Universal is the worst of all the Insurers for whom they've dealt with. I spent an hour on hold yesterday with Universal to determine the latest "desk" adjuster assigned to the case (a strategic loophole they are utilizing to provide additional delay) only to learn that it hadn't been processed and that they would expedite assignment. Incredibly frustrating & sad in that this is an elderly man in need of the coverage for which he's paid for and this company stringing us all along. I am not able to move forward with contractor as result of the needed ******************* of how starting work will impact the claim. This is unacceptable & ultimately may impact my father's longevity - while I understand that this disaster has backlogged the system - there has been zero effort to rectify & zero signs that anything will change in the immediate future. My only option is filing for mediation via the State of ******* which I know will further delay. I would merely like Universal to payout the full claim and allow my father to get his life back in order.and I am working with a credible 3rd Party Adjuster

  

  Business Response

  Date: 02/13/2025

  Dear BBB,

  Thank you for your inquiry. We have reviewed the matter in light of the complaint filed by the insured. Please note, we issued an undisputed payment for the mold remediation services payable to Servpro and the insured in the amount of $3,015.75 on 2/13/2025.

  We are truly sorry for any inconvenience.

  Thank you. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22897717
  
  I am rejecting this response because: this does not address the claim. I was not inquiring about the ServPro balance, rather the remainder of the claim for damages within the condo. Has a desk adjuster been assigned ? Weve surpassed the allotted timeframe for both the claim and the assignment of yet another adjuster. My fathers condo is in absolute disarray and its been near 3mo without resolution. I would appreciate communication and settlement of the claim in its entirety. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/19/2025

  Dear BBB,

  We have been in contact with the insured's representative and informed him we will be issuing the remaining of Coverage A Policy Limit amount of $48,412.94 on 2/202/2025.

  Thank you,

• Initial Complaint

  Date:02/03/2025

  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 # MN23-0100904 We have called in June **************************************************** the amount of $10,124.69 as the check had expired. We were told it will take ***** business days. The contractor completed the roof in July 2024. However, we still have not received the first initial check. We have been calling since to get the check reissued and kept getting the same answers that it is still under review or under upper management review and to call back in 10 - 15 business days. Our call was even transferred to Jennifers voicemail a couple of times and still have not heard anything. We are now in the year of 2025, and still getting the same answers even after requesting to have it escalated and expedited because the contractor is going to take legal action. We need to get this escalated and get our first initial check reissued. No one can provide us any answer as to why the check has not been reissued.

  

  Business Response

  Date: 02/10/2025

  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 $10,124.69 was reissued and mailed on 2/7/25.
  
  Thank you. 

• Initial Complaint

  Date:02/03/2025

  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 am filing a complaint against his company because I have dealt with nothing but a runaround since my house fire in 2023 I file a the same day of the fire took about a week to hear back from them once I actually heard back from them, I had an adjustercome out and do an appraisal on the house of how much its gonna cost for it to get rebuilt He claim specialist that I was working with said that she was going to help me get the full amount of all my claim in my policy out they were not doing what they were supposed to do so she had lost her job. They request documents of when I pay rent. Iwas in that apartment from March until December and when I requested more money to keep paying rent, they told me that the Receipts that I submitted from the Landlord are no longer accepted, and they need some kind of documentation of the amount that I paid or proof that paid so I told them it is money that Ive made off of jobs that Ive done to pay the landlord until I got the rentwhich I have yet to received a check and I had to move again and they are not responding to get me another check for keep rent so now my house will be done at the end of March. We are now in February if I become homeless because of this insurance already had to move once because of this insurance company theres gonna be some serious consequences coming on. This is the worst insurance company that Ive ever dealt with.Its supposed to help you get back in your feet, help you back in the house They have done nothing but that its just a runaround communication is terrible with these people. Ive emailed and emailed and emailed my claim specialist and never heard back anything. Ive emailed her and called her 4 or 5 times before I even got a call back. Im only fine some complain cause I want people to know what theyre getting into with this insurance company and they shouldnt even be in business if theyre notgonna help a homeowner get back into their house after a tragedy happened.

  

  Business Response

  Date: 02/11/2025

  Dear BBB,

  Thank you for allowing us to review the claim. Please note, we have issued loss of use payment of $5,000.00 to address loss of use. We spoke with the insured on February 6, 2025, regarding the payment. We truly appreciate the insured's patience.

  Thank you,