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Customer ReviewsforUniversal Property & Casualty Insurance Company
111 Customer Reviews
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Review from Brooke E
1 star08/30/2024
This company has been a nightmare. Not only have we been given the run around on why they havent got to our claim AFTER 2 MONTHS, the adjuster, ******* is extremely unprofessional and will give you every excuse as to why its still not done. Even went as far as telling us there are just more important claims to deal with. Shes been rude and extremely unhelpful. While shes not helpful, no one above her will answer there phones, nor call me back over this matter. We have called every week, multiple times a week and nothing is getting resolved!!!!Review from Jim G
1 star08/27/2024
I have been a Universal customer for over 8 years. Their service has gone down hill. I now have a claim where they sent out the checks, but they did not clear the bank . Been trying to get replacement checks for a total of $11,000 for the past 2 months. Each time you call they all seem like the want to correct yhe problem and send you to the Examiner Support line who will resolve the issue. No one anwsers and if they do, it is on the Vice President's desk, but never get a resolution.Universal Property & Casualty Insurance Company Response
08/29/2024
Thank you for advising us about this. Claims drafts are quite unlike other financial or banking checks. Firstly, they cannot be negotiated, that is "presented" at check cashing stores, for example. They must be presented to a bank, after all payees have endorsed the draft. This means that if a contractor or lien holder is listed on the draft, they all must endorse the draft prior to presentation to a bank.
In this instance, it appears the drafts became stale dated. Some checks have a stale dates of up to one year. Insurance drafts are very specific and typically will only be "fresh" for 60 or 90 days. The back of the draft will typically indicate how long the draft remains "fresh".
We have re-issued the two drafts to the insureds (both must sign) and they should be getting out to the insureds within a few days. Thank you, again, for letting us know about it and also for allowing us to provide the above additional information regarding claims drafts.
Respectfully,
Review from Solangel S
1 star08/23/2024
I have been trying to get a check due to me issue for the past two months. Every time I call the customer service number I get nothing but lip service. no one seems to know how to re issue a check or at least they are lying. I pay close to ** a year for a home owners policy and this is what I get. i just got off the phone with an customer service agent named "*******" who could not answer anything for me. Please be aware of this insurance company. The worth customer service I ever experience. PS: the check due to me is for 16K.Review from Devyn M
1 star08/22/2024
Awful. Just awful. Cancelled my policy twice for no reason. They restarted it when the realized both times. Then they canceled for a third and final time even though I was actively trying to provide the required documents. DO NOT USE.Universal Property & Casualty Insurance Company Response
08/27/2024
Thank you for the opportunity to review this policy of insurance. The first cancellation, 7/4/2024 effective 7/19/2024 was for non-payment of the premium. However, the premium was received on 7/16/2024. We then cancelled again on 7/29/2024, effective 8/13/2024 as we had not received a signed application for insurance. Both the payment and the application, signed by the named insured, are typically required by any carrier for a valid contract of insurance.
After we had received the signed application, we reinstated the policy. Unfortunately, during the underwriting period we then found that the roof covering, according to our records, was more than 25 years old, and this exceeds the maximum age limit per our binding guidelines. We sent the Notice of Cancellation which advised the roof exceeded the maximum allowable age on 8/6/2024, effective 8/21/2024 - providing 15 additional days for action.
We did not hear from the agent or insured and the policy cancelled as the effective date of the roof year exceeded maximum allowable. We then sent a refund to the named insured which has not been cashed. We understand this is an unfortunate outcome, however, we did provide time for documents to be provide.
Thank you again for allowing us the chance to provide this time line.
Respectfully,
Review from Kathleen W
1 star08/19/2024
The worst experience ever! This has been going on 9 months and I have finally just given up getting the rest of the money they owe me. They say my case is closed but when I prompt the different person in customer service to look at file they see it should not be closed and that I have supplied all documentation required but I must speak to my adjustor. ***************************** is my assigned insurance adjustor but I am not sure he actually exists. For MONTHS, I call, leave messages and send copious emails with no response. When I call customer service I am told I can only talk to him. I asked to be escalated to his supervisor but same response of no contact. When I asked for a process to file internal complaint I was told they don't have one and just to go ahead and file my complaint with the state. They are the worst!Universal Property & Casualty Insurance Company Response
08/26/2024
Thank you for the information provided. In review of the timeline, it appears we received this review on 8/20/2024, however on the same day, our adjuster was in touch with insured via email, offering a meeting on 8/26/2024. The meeting was confirmed on 8/23/2024. Further, it appears we require additional documentation regarding additional living expenses such as a lease agreement, along with receipts.
There are several avenues open to an insured if our customer service area cannot immediately assist. We have an examiner support line for enhanced assistance to our claims examiner team. We also have team leads and managers who respond to escalation requests. In addition, we also have email for our examiners as well as a consumer customer service email address.
Once again, it appears we reached to the insured on the precise day the concern was forwarded to us. We look forward to speaking with the insured this afternoon and receiving additional documentation.
Respectfully,
Review from Shannon J
1 star07/30/2024
This has been the worst experience with an insurance company I have ever had. I have reached out for 27 consecutive days with no response. While the customer service representatives are nice enough, they consistently redirect me to someones voicemail, and no one ever calls back.We filed a claim for storm damage, and they claimed the roof was fine, offering a meager $640. Who files a claim for such a paltry amount? I have had three roofers come out and note over 600 hail strikes, a hole in my roof, and damaged shingles. There is also total fascia and wood trim damage.Additionally, my car was totaled from the storm damage, and my auto insurance paid out in three weeks. We are going on two months with the home insurance and still no response. The young adjuster they sent out, who appeared to be maybe ***** years old, spent barely three minutes on my roof. I am at a loss and probably need to hire an attorney at this point.Do not use Universal Property and Casualty Insurance.Universal Property & Casualty Insurance Company Response
07/31/2024
Thank you very much for your concerns as advised. We see that we did afford coverage, and further, from file notes that we spoke with you yesterday, advising how to obtain written estimates for repairs to your roof. We see an estimate now on file from HDEZ Excavation regarding the up-rooted trees - thank you very much.
Upon further review, we also are reinspecting the roof. Be mindful of the deductibles on the policy and please await a call from us regarding a reinspection time shortly.
Thank you for allowing us to clarify this matter.
Respectfully,
Review from Sarah C
1 star07/29/2024
Had a tree fall on our fence. $***** in damages, our deductible is $*****. Had i known, i wouldnt have been waiting for the assigned agent to complete a review. I called several times, left two emails and no response from no one. I just called and got the information in the matter of 5 seconds from the claim department. The ***** for the repairs was sent as soon as I made a claim. On my policy it stated ***** deductible (i didnt know it was that amount) but your agents should have immediately saw that and just called or emailed me. Instead we waited, left the fence damaged, called no contractors and now we have to wait even longer now to find someone to help us fix it and get on someones schedule. A 5 second conversation or an **** would have saved us 30 days of waiting and wondering and leaving a fence damaged and un usable. Lack of communication, professionalism, and care is just not there. My son cant play in the backyard because of the fence. So 30 days waiting for a simple conversation could have saved us so much time! You wasted our time and simply just didnt care about us as a customer. We have had so many people drive by our house looking at our fence and ask why we havent had it fixed. Its an eye soar but we dont have the funds to just fix it right away. Just heart breaking and annoyed about this whole situation.Universal Property & Casualty Insurance Company Response
07/31/2024
Thank you for the opportunity to address this matter. We are truly sorry that the deductible on the policy came as a surprise. All of our team members are able to email a copy of the policy to you. Also, information is available in the renewal policy jacket which we sent in June of 2022, 2023, and recently in 2024.
We also advise insureds to make temporary repairs to guard against additional loss; language which is reiterated in the policy. Again, we are sorry this message was not clearer. Information such as this helps our teams understand how best to assist our insureds in their time of need and we are sorry we did not meet your expectations on this occasion.
Choosing between a higher deductible and naturally lower premium versus a lower deductible but higher premium is always a difficult one, particularly with homeowners and auto insurance. A review of your policy in 2025, prior to renewal in June, may be warranted.
Thank you again for your comments which we will ensure our teams will receive.
Review from Josh L
1 star07/22/2024
I initiated our claim on 4/18/24 and it is now 3 months later 7/22/24. I have repeatedly called and emailed, no one has returned my messages. The few times I did get to speak to someone; it was customer support who escalated my call to only be met with another voicemail box. Our contractor has repeatedly called and emailed with no response. I have also asked numerous times for this claim to be expedited and was told I had to wait until the beginning of June. There continues to be no response to these requests to expedite. We have had mold growing in our townhome since April and it continues to spread. This is a major health hazard. I am a cancer patient, my wife sees several specialists for multiple serious health conditions, and we have a young child. On April 18th their adjuster came to our home and stated that they would pay for mold remediation and pay for our kitchen to be completely replaced due to the extensive mold damage and the health hazard of mold that continues to spread and grow. It took 2 months for them to send a check to the mold remediation company who is ready and waiting to do the demolition of our kitchen. However, until we are issued a check for the construction this work cannot be done. We have a tiny kitchen and will be left without a sink, counters, or cupboards. They did issue a check that went uncashed and is now out of date for only 7k. The cost is 25k which is a huge discrepancy! There were also many issues with their report. The funds are not allocated appropriately. To name just a few - They expect us to reuse our moldy counters! The adjuster and the mold remediation company even noted that we would not be able to reuse the counters due not only to mold, but the previous owners glued and screwed these counters on top of the original laminate counters. The backsplash and drywall weren't measured correctly nor is the square footage correct of the repainting that needs to be completed. They also did not account for any disposal.Universal Property & Casualty Insurance Company Response
07/24/2024
Thank you for the opportunity to review this concern. We are certainly sorry the insured is experiencing many challenges to health and also issues with the dwelling. We see also that we spoke with the insured on the 12 of July and subsequently recommendations for payment were made. Forthcoming will be a claims draft mailed to the insured to the address we have on file for them. If there are further questions for us, do not hesitate to reach out.Review from Donna O
1 star07/17/2024
In 2022 at my condo in ****** ******* during the storm my upstairs neighbor left because of no electricity. In the three days that she was gone her water heater burst. It ran for 3 days into my condo which is directly underneath hers. I got paid for a claim to repair whatever was damaged. Now in 2024 a pipe burst underneath my unit. They are denying my claim because they said it was the same kind of water damage as the first one in 2022. I am so frustrated they don't even return my call. I've submitted photos of before and after. I sent photos of the damage this time which was totally different than the first time and they're still denying my claim. It's funny how you pay for your insurance and then they don't like to pay for the damage. Not a happy customer at all. I've called the ********************** at least 15 times still never got a reply back from them. They tell me to go on the website. So unhappy. Had to pay out of pocket because they'll put a lien on my condo if I don't pay for the work that was done. I am going after this insurance company.Universal Property & Casualty Insurance Company Response
07/23/2024
Thank you for the opportunity to review the facts and circumstances related to the matter of the two claims. In order for any carrier to pay on damages, the carrier must be assured that prior damage for which they paid was mitigated to the fullest extent and that no damages for a prior claim are evident in a second claim.
Insurance is unlike other financial products such as bank accounts. In banking, a customer will save money and ideally earn interest. The balance will grow unless withdrawals are made. In insurance, customers pay annual premiums in the case, for example, of a catastrophic loss such as fire. Insurance will not pay back the amount invested. Many insureds pay for decades for this peace of mind without making a single claim - simply to know it is there for the "rainy day" is the "return" that is received. Understanding this concept - for home, auto, flood or any other insurance product, is crucial to grasping how the paying of annual premiums are not related to claims payments.
Thank you for the opportunity to explain these important insurance concepts,
Respectfully,
Review from Ruth H
1 star07/17/2024
1 year and 3 months into my March 2023 hail damage claim and my roofing company STILL hasn't received their second half of their payment. May 28, 2924 I was told it was in the final stages of being approved by management and would take 7-10 business days to be completed. It's July 17, 2024 and when I call they tell me the exact same thing.Universal Property & Casualty Insurance Company Response
07/23/2024
Thank you for the opportunity to review the circumstances regarding this matter. When waiting for recoverable depreciation to be released, please note we require documentation that the work is completed. When the subject claim is a roof, we review completion photos, the paid in full invoice, certificate of completion or inspection documents from the city or municipality and / or roof permit. We must have all of the documentation prior to releasing recoverable depreciation.
A claims draft payable to the two named insureds on the policy was recently mailed. Please ensure both insureds endorse the draft before deposit.
Once again, thank you for allowing us to provide further clarity regarding the recoverable depreciation process.
Sincerely and respectfully,
Customer Review Rating
Average of 111 Customer Reviews
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