Customer ReviewsforUniversal Property & Casualty Insurance Company

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,

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,

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,

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,

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. 

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,

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,