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:05/06/2024

  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.

  Water damage claim was submitted to Universal Property and Casualty Insurance on 7/13/22. Project started and completed on 10/23 and finalized documents were sent and recieved 11/2/2023. by Universal on . The original documents state that there will be 3 payments instillations, 1st to start the project, 2nd when work is 75% complete, and 3rd when work is complete (this payment is sent to the homeowner from the insurance company). All payments were sent and paid in full by homeowner. The 3rd payment has not been received by homeowner. After several phones and given several dates given on when the recoverable depreciation will be received, it still has not been received. Universal has told me several times that the situation has been escalated to management and there is no way to find out why this has not been resolved yet. It is my understanding per law they have 60 to days to resolve this issue and it has been well over that.

  

  Business Response

  Date: 05/14/2024

  Good morning,

  Thank you for the opportunity to address this matter.  We certainly appreciate feedback regarding our processes and systems that we put in place to ensure our insureds do not experience lengthy delays.  From time to time, the documentation does not get flagged with the relevant information for the recoverable depreciation review team.  Also, in some cases adjuster change.

  We offer our sincere apologies regarding this delay, and note the draft went out to the insured last week.

  Thank you once again for the feedback and should there be any further concerns, do not hesitate to call upon us.

  Respectfully,

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 29th I submitted all of the pictures and paperwork showing that my replacement of the kitchen floor and cabinets were completed. I was told by the claims adjuster that to give them 60 days to get a suplamental check dispersed to me. I waited the 60 days then I was asked to wait 15 more days, I did. Then at 75 days I called back and was told to give them 10 more days, I did. Now we are at 96 days and still waiting on management to authorize the check to be cut. Seems like they have been not following their own rules and getting claims completed in a timeline that they set. Why has it taken this long?

  

  Business Response

  Date: 05/13/2024

  Dear BBB,

  Thank you very much for the opportunity to advise regarding the matters the insured raise.  We understand that at approximately the same time the insured was in communication with you, they were also in touch with our dedicated examiner support team.  As a result, two additional drafts were printed about two weeks ago.  Copies of same are attached.

  We sincerely hope this is not the case, but if the insured has not received the drafts by this Friday, 17 May 2024, kindly advise us by calling in and letting us know.  We'd then void the drafts and reissue them.

  Thank you very much for the opportunity to assist,

  Kind regards and respectfully,

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had flood damage (non-storm) related to my home that occurred in the fall of 2023. It took me some time to find the appropriate contractor to handle the situation. The insurance company gave me a check for what they felt the repair would cost. The repair ended up being more than their estimate. I was able to have the repair completed in March of 2024. I submitted all appropriate paperwork to them at that time. It has now been nearly 2 months since I submitted the paperwork and I have not been contacted at all by them. My independent insurance agent has also tried to get in touch with them and he has been unsuccessful. I would like the money they owe me ASAP which is $1,177.39.

  

  Business Response

  Date: 05/01/2024

  Dear BBB,

  Thank you very much for the opportunity to respond to this concern.  The claim was reported on 9/28/2023 and we promptly investigated on 10/5/2023 and afforded coverage with a payment on 10/16/2023.

  We obtained documentation regarding the supplement request on 3/13/2024.  Although statutorily we have 60 days for review of the documents, we made payment on 4/29/2024.

  Further, we recently liaised with the agent of record, advising them of the payment.  Documentation is attached for your records and/or provision to the insured.

  Please do not hesitate to call upon us should you have any additional questions or concerns,

  Respectfully,

   

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this is in reference to claim number FL23-0140599. This claim was approved for a roof replacement, which was completed and passed inspection in February. All necessary paperwork has been submitted to Universal for the recoverable depreciation portion of the payment.Despite making numerous inquiries regarding the status of the final payment, I have not received any response. I left emails and voicemails with the adjuster, *****************************, on multiple occasions, but she has not responded. Similarly, attempts to contact the adjuster's supervisor, ***************************, via emails and voicemails have also gone unanswered.

  

  Business Response

  Date: 04/30/2024

  Dear BBB,

  Thank you very much for the opportunity to respond to the insureds concerns regarding the timeframe of this claim.  We note the date of loss was reported as 7/26/2022.  The claim was reported on or about 11/27/2023 and we inspected the loss with the insured on 11/28/2023 wherein roof damage was noted.  As advised, we afforded coverage and sent the insured a draft on 12/20/2023.

  The insured recently provided documentation regarding the completion of the project.  We show an upload date of 3/6/2024.  Technically, and per statute, our Company has 60 days to respond additional documentation provide to us for supplement.

  In this instance, our adjuster, *****************************, reached out to the insured to advise regarding status and request additional information.  In the timeline of this claim, we believe we not only met, but exceeded our mission statement which is: To provide the insurance protection you need and the response you deserve in the fairest way possible.

  Thank you once again for the opportunity to respond regarding this matter and the timeline.  We note the insured has an open line of communication and pending payments, and do hope this is satisfactory.

  Respectfully,

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would recommend no one to sign up with Universal Property and Casualty. My family and I were asleep and experience a floor 3am. We did everything possible to preserve our home from further damage. My family been out of the home since November 2023 and still yet no repair done to our home. Universal slack so much in communication and the way they handle claims dont make no sense. They denied to pay for repair to my floor, meanwhile the dinning room floor got hit with water and it is a run on floor which means no separation between living room and dinning room. Universal field adjuster told me to get the construction company to pull the floor and dry it, re-use the wood flooring. The claim examiner ******** asked me for paperwork relating to my Airbnb and I even sent proof that my account was charge, yet they refuse to pay for my Airbnb. They asked me for address where we stayed which I think is violation of privacy. It took 4 months for them to process my funds for utilities increase from the construction having so much machines in my home to dry the floor. They added my mortgage company to the check for repair to be done, bank denied the check, i sent the check to my mortgage company, as of 47/24 I dont have that check yet. The insurance company owe me $120.39 for January 5, 2024 charge. $3,670.83 for charge February 3- February 21. In addition, I am still waiting for reimbursement in the amount of $12,277.13 for February 21- March 19. I also sent a statement in the amount of $7,716.39 for Airbnb March 19-April 19.

  

  Business Response

  Date: 04/22/2024

  Dear BBB,

  Thank you for the opportunity to respond to this concern.  We are indeed sorry for the insured's water loss.  We attach the Loss History which shows the current status of the claim:  SC23-0101778.  It is in "Supplement" as we are currently reviewing / showing Additional Living Expenses to be paid to the insured based upon recent documents provided to us this month.  

  Please note, we spoke with the contractor from ****** on or about 4/11/2024 and advised them to supply an estimate and photo documentation / support for the continuous flooring request, as we have already provided for the following floor areas as noted in our estimate:

  891.41 SF Floor ***** SY Flooring ****** LF Floor Perimeter

  We are showing open communication with and payments to the insured since this loss was reported to us on 11/30/2023 - with more than eight individual payments totaling more than $35,000.  

  It is our hope the payments of Additional Living Expenses (ALE) will be printed shortly and mailed.  We attach documents for your review and should you require individual payment copies to the insured or contractor, we will be happy to provide those.

  If there are any additional concerns regarding this claim, do not hesitate to call upon us,

  Respectfully,

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I experienced fire damages to our home on Monday, August 14, 2023 secondary to lightning. An insurance claim was filed on Tuesday, August 15, 2023 with Universal Property & Casualty Insurance Company. Since August 15th I have experienced lack of empathy, disrespect amongst the insurance agents and their Superiors and an absence of effective communication and follow through with responses and reimbursements. This unprofessional behavior has resulted in a distrust with the entire company. The slow progress that my family and I have experienced with the rebuild of our home is a matter of grave concern to me. I have uploaded several documents on the portal system, emailed and left countless voicemails with the insurance agents and their supervisors. The slow response has caused my family and I to be at the mercy of the landlord when managing the details of the month to month rental agreement due to our displacement. Additionally, the fire mitigation documents were submitted by ServPro of ***************** in November of 2023; the lack of response has resulted in a halt with this reimbursement process that is required to continue the home rebuild. These are just some examples that have hindered and prolonged the rebuild of my home, which has ultimately displaced my family and I since August 2023.

  

  Business Response

  Date: 04/18/2024

  Dear BBB,
  Thank you for the opportunity to review the timeline related to this unfortunate loss at *******************, ************
  

  Please see enclosed files regarding claims payments afforded the insured, CRDN and ServPro.  The first two drafts, totaling $166,638.55 were sent prior to 10/11/2023; at which point we reviewed numerous facts, photos and details and were awaiting EMS documents and repair estimates from ServPro along with a contents listing from the insured. 
  

  On or about 10/18/2023, per request, we provided a mortgagee letter to ***** Fargo regarding the claim. This is typically required by the Mortgagee to release funds for the rebuild project.  The insured confirmed receipt of same. On 11/16/2023 we received documents including EMS and Repair Estimates.  On 11/30/2023 we sent the third claims draft for $32,741.57. Please note that ******* and Well Fargo were also listed as Payees on this draft.
  

  Therefore, by the end of 2023, we had released more than $260,336.71 to the insured and contractors. In January of 2024, we released another two claims drafts totaling $61,956.59 payable to the insured only.
  At the end of March (3/28/2024) ServPro prepared a supplement request for the claim and uploaded it to the file on 4/1/2024.  We paid and mailed two drafts to ServPro 4/18/2024.
  

  We understand the insured experienced a significant loss and disruption to their lives and for this we are very sorry. Further, we do understand that balancing the needs of the contractors, the mortgage holder, all of the concerns related to living outside of the home, etc, do indeed take a toll and we would like to think we are empathetic in times of the great need of all insureds -- whether it be from loss due to a catastrophe such as a hurricane or fire, or even a small concern such as an overflow of a kitchen sink.  We apologize if we did not meet that need on each and every intersection point with the insured and we can see there were indeed many!
  

  We do, however, evidence a timeline in which we have been with the insured every step of the way, and we do believe we met our Mission in this regard, which is:
  

  To provide the insurance protection you need and the response you deserve in the fairest way possible.
  

  We provide copies of drafts related to the claim, along with several relevant additional coverage documents for your files.  Once again, we appreciate articulating the timeline and details regarding this claim and if there are any further questions, do not hesitate to call upon us.

  Sincerely and respectfully,

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home insurance company is sitting on a claim to fix the electrical panel in my house. The claim was filed on Feb 12, 2024. It's still being processed. It's impossible to connect with the claims examiner. The Electrician, ***** at Early Bird, tells me the situation is not safe.

  

  Business Response

  Date: 04/11/2024

  Dear BBB,

  Firstly, wed like to thank the insured for their feedback and advise that we take the opportunity to review all matters in detail and try to understand if there is room for improvement in our claims process. 
  

  Next, we see the insured reported the claim on 8/17/2023.  We inspected the loss on 8/24/2023 and made a payment to the insured on 9/12/23.  The insured submitted a request for supplement via an estimate on 2/14/2024.  Subsequent documentation was requested from the insured and we received additional information on 3/6/2024.
  

  Following this additional information, a supplemental payment was sent to the insured on 4/10/2024. We hope this timeline assists in clarifying the facts and circumstances related to both of the insureds concerns. Please allow this correspondence to serve as a response to both ******** and ********. Relevant documentation is uploaded for your review.
  

  If there are any questions or concerns, do not hesitate to be in touch,

  Respectfully,

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a water damage claim. The restoration company did not get it dry and ended up with mold. Took MONTHS to grt responses from the insurance. They finally oaid for the mold removal after 5-6 mths of trying to reach them. They are now refusing to fix my kitchen cabinets that were damaged by water and redusing to fix the rest of my home ( door casings, bathroom vanities, and other things) that had to be removed and thrown out due to mold. My home has $38 worth of repairs undone due to insurance refusal to pay. I have been dealing with this for 2 yrs. They claim i am trying to upgrade my home. I attached an email from the mold mediation company telling them these things were damaged and need to be replaced.

  

  Business Response

  Date: 04/16/2024

  Dear BBB,

  Thank you very much for the opportunity to address the concerns raised in the information from the insured.  The insured experienced a water loss on or about 4/7/2022.  We have been with the insured all along the way, issuing more than 15 claims payments.  We also advise that the insured availed themselves of two separate concerns submitted to the ****************** of Insurance.  We responded at considerable length in those two concerns.  In this response to the BBB we also attach copies of all claims drafts - exceeding $69,000.

  Despite this, we did take the opportunity to again review the facts, circumstances and additional documents from the insured, and advise the following:

  $3,408.58 draft payment issued on 11/13/23 addressed the referenced furniture, clothes etc that had to be thrown out

  Contents cleaning payment was issued on 10/7/22 for $4,035.91 per the invoice from CRDN of **********

  Kitchen cabinets and bathroom vanities were addressed in the *** letter sent to insured on 3/19/24 (see enclosed).  We only afford coverage for one bathroom vanity which is where the loss occurred and therefore we
  are replacing this vanity only.

  Finally, the limits of mold coverage have been exceeded.  In short, while the loss the insured experienced is quite unfortunate, no further payments are warranted.

  Thank you once again for the opportunity to address these matters, 

  Respectfully,
  
  
  
  
  
  

   

  Customer Answer

  Date: 04/16/2024

  They paid for mold removal. They have not full amount in order to restore my home. Neither bathroom vanity was replaced. They gave me $14k give ir take to repair my home. The kitchen cabinets were damaged due to the water and servpro told them that was the case.  Even without them fixinf the kitchen it wa $38k i think to fix everything else. ******* also told them both vanities had to be removed and only a peice of one vanity was salvageable. 

  

  Business Response

  Date: 04/24/2024

  Hello,

  Good afternoon.  The Team at BBB sent us the additional concerns of the insured on 4/17 wherein they advise we did NOT address the cabinets.  We do address the cabinets:

  Kitchen cabinets and bathroom vanities were addressed in the *** letter sent to insured on 3/19/24 (see enclosed).  We only afford coverage for one bathroom vanity which is where the loss occurred and therefore we
  are replacing this vanity only.

  As we received this additional concern from the BBB (enclosed), we are hence responding regarding the matter.  Please advise if you require anything further at this stage.

  Respectfully,

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21523192
  
  I am rejecting this response because:
  
  The kitchen cabinets were damaged from the water. They refused to pay to repair or replace them. ******* told them in the email, which i  provided previously, that they were damaged by water. Also both bathroom vanities were removed and only the front peice of the smaller one was salvageable ( cant use 1 piece of a vanity)  which also stated in the email from servpro. 
  
  
  I am trying to upload the estimate and it will not let me. Also, large portion of what they paid was for remt for the apt we had to stay in for 7 mths while waiting for the insurance to approve the mold removal, not for home repairs as they are attempting to make it look like they  paid all that toward repairs. 
  

  *****************************, their employee, also told me on 11/22/23 that the management stated i was should mot have been covered for the apt, that my children and I should have stayed in my home, with black mold, even though the mold specialist stated it was not safe. 

  they claim they did mot recieve any photos of furniture, damage, etc, and they did i fact recieve photos. I have a screen recording of where i logged in the website, it shows tons of uploaded photos but when tou try to view them they are all blocked. Whish was done after i filed the complaint with the state. 

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

  

  Business Response

  Date: 04/30/2024

  Dear BBB,

  Thank you for the additional opportunity to address the concerns of the insured.  We see the text message image / snip which was included.  This message is from *************************, presumably from ServPro.

  As we highlighted in previous correspondence both to the BBB and to the State of *******, we have afforded coverage under the policy.  In the Explanation of Benefits, which we have now highlighted in yellow, we note the kitchen cabinets were cleaned.  They were not "remove and reset" or "remove and replace" which are different line items in the Xactimate software.

  Equally, the vanities were removed as part of the mold protocol, which ************************* verifies.  Our adjusters note the same, and further note the vanities were NOT damaged due to the proximate cause - which was the water loss.

  We have paid the policy limit for mold mitigation, as we have advised, and again attach the declarations page showing same.

  We understand the insured continues to reject our explanation of how the claim is paid, however, our adjusters made careful and repeated review of the facts, details and circumstances of the claims documents and stand by their Explanation of Benefits as noted.

  Thank you again for the opportunity to provide further and more detailed explanation of our decision,

  Respectfully,

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 6, 2022, my home was struck by lightening and caught fire. The fire severely damagaed my home via smoke, water from the fire department and flames. Fast forward to March 22, 2023; I was diagnosed with stage 4 breast cancer and was told that I might have 6 months to live. On this same day, I moved back into my home following what I thought was completed repair and restoration of the home from the contractor hired by the insurance company - I discovered that at least 75% of the work that was supposed to be completed, had either not been done or was done in such a poor way that it has left me with damaged furniture, holes in walls that lead directly to outdoors, holes in my ceiling where fixtures have fallen and hit me in my head, a dishwasher that wasn't secured to the counter and has slid out and fallen against my leg and foot and so much more. I have a plethora of supporting documents, recorded conversations with the contractor as well as the insurance claims adjuster; however, it's too much to upload to this platform. This shotty workmanship has caused me tremendous grief and stress while at the same time, since 3/22, I've had to simultaneously navigate multiple chemo and radiation treatments AND try to no avail to get the contractor and the insurance company to return to my home and complete the work that was promised. I feel as though I was pressured into signing the paperwork to release them from any obligations - and remember, I was signing that paperwork on the very day that I discovered that I only had 6 months to live. This ordeal has been exhausting and extremely overwhelming to say the least. I've included as much additional documentation as the platform will allow.

  

  Business Response

  Date: 04/16/2024

  Dear BBB,

  Thank you very much for allowing Universal to address the information you provided to us.  Firstly, we are very sorry for the insured's losses as a result of the lightning strike on or about 8/6/2022.  Next, we were indeed disturbed to hear that the insured was diagnosed with cancer and can certainly understand the significant stress both of these life altering events have caused the insured.  We do wish her well for treatment and remission.

  We reviewed this claim in-depth.  We see the loss was reported on 8/8/2022 and we inspected on 8/10/2022.  We see a contract with "Restoration Complete, LLC" dated 8/12, presumed to be in 2022.  

  Since the date of first contact with the insured we have provided eighteen claims drafts which all have been cashed.  The loss, which was extensive, exceeded $380,000 paid to the insured and contractor. 

  Universal plays no role, in any state, in the selection of the contractor.  We do not direct the insured in anyway, leaving the clean-up and restoration of their home solely at the choice and discretion of the insured.  As such, we have no status or position with the contractor whatsoever.  We cannot advocate on our insureds' behalf despite the fact the insured's repairs may not have gone to plan.  The insured must seek other avenues as outlined by the contractor in the contract or with the relevant division of consumer affairs in the State of ********

  We are truly sorry we are unable to assist in this matter.  Further, we note a recent call (4/3) to our Company wherein the insured advises she does not in any way have a complaint with our Company - just the contractor.  We thank the insured for this re-assurance.  We do feel we have met and exceeded our mission which is:

  To provide the insurance protection you need and the response you deserve in the fairest way possible.

  And truly appreciate the opportunity to demonstrate that in a claim such as this.  Should the insured have any additional reasons to be in contact with our company, please do allow us to assist her, and once again we wish her well in recovery.

  Respectfully,

• Initial Complaint

  Date:04/01/2024

  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.

  On February 12, 2024 I sent the last of the pictures for the claim. I was told ***** days for it to be resolved. I have called multiple times checking on the status and all I get is its with the claim adjuster. The claims adjuster has not returned emails or phone calls and is now out of town.

  

  Business Response

  Date: 04/15/2024

  Good afternoon,

  Thank you for both of the concerns regarding this matter - we do believe we technically had until end of day today to respond to the first concern rec'd on 4/1/2024.  

  We appreciate you following up with us regarding this matter, however.  We have taken the time in the last days to ensure the payments shall be released timely.  Please see attached statements which were created recently.  Also note that we spoke with the insured on two separate occasions - namely on 4/2/2024 and again today, 4/15/2024  and advised regarding the claim.  As highlighted in the statements and on the calls, there are three payments stage which will be made in the next ***** hours.  

  Additionally, please note the prior payment sent earlier in the year.  

  Please advise any additional questions or concerns, 

  Respectfully,

  Customer Answer

  Date: 04/15/2024

   
  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,
  
  *********************