ComplaintsforUniVista Insurance Corporation

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to cancel my auto insurance before renewal of the plan after the initial 6 months of coverage. I was told that I would have autopay disabled and would be contact when the plan would start to debit my account. After the first two months of my account being debited with out my permission I called in and was told that my plan cannot be cancelled without a new insurance company giving me coverage or my plate being turned into the state. These items were not stated as mandatory on my initial call to cancel. I informed them that I will no longer be driving the car at which point they said they cannot help me and my plan cannot be cancelled without evidence of one of the two previously stated items. I place a stop payment on the car insurance plan and was told that a balance will be left on the account if I were to stop payment which I would be responsible.

  

  Business response

  04/22/2024

  Thank you for the opportunity to serve and respond to the customer's outstanding concerns and needs. The agency who issued the policy and worked on the renewal has made contact with and fully resolved the customer's expectations.  The disputed amount submitted was for the cost of an entire policy term.  However, only one payment in the amount of $234.75 had been collected by the insurance company for the current renewal term.  Therefore, a complete refund in the amount of $234.75 was sent via Zelle per the customer's request and a remaining balance of $4.10 was paid in full to the insurance carrier. The customer is satisfied with the resolution of the initial complaint.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whenever you call you never get a straight answer. I was told my rates would be one amount yet they took almost double. As I speak English only I find it hard to get someone who also speaks English and communicate with me. I can't wait for my policy to expire. I refuse to be overcharged and deceived.This company should be ashamed of taking advantage of Military Veterans in this manner.

  

  Business response

  03/12/2024

  Thank you for your contact and feedback.  The Chief Compliance Officer contacted the customer to offer an apology for his experience and address any outstanding concerns.  **************** shared his frustration and allowed the agency an opportunity to clarify doubts and answer his questions.  The customer was also provided with contact information to Corporate Headquarters for any future needs he may have.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Univista insurance is my insurance for my vehicle, I not was guilty in my accident car and the Progressive Insurance said not have money for fix my truck pickup Chevrolet Colorado 2022, is for that used my insurance for fixe my truck but at this time my insurance said to case is under investigation and it take too much time and I need to fix my Truck, I was to call in different times and any have an answer for fix my truck. No answer ext phone ************************* mi number claims *********

  

  Business response

  02/02/2024

  Immediately upon receiving notice of the customer's concern, contact was made with the insurance company to request status of the claim and more specifically, a date when the collision payment could be expected.  The insurance carrier advised a collision payment was issued in the amount of $12,865.94 on January 24, **** payable to the body shop where the damaged vehicle was to be repaired.  This amount represents the initial cost of repairs as estimated by the appraiser minus the $1,000 collision deductible.  If there are any remaining concerns or issues, we will be glad to help contact the insurance company to assist with resolution.

  Customer response

  02/05/2024

  Si es correcto el monto aprobado por ms de ****** dlares pero a este tiempo el BODY SHOP no ha recibido el dinero y este monto todava no cubre los daos al vehculo y ellos reusan aceptar reparar el ltimo documento emitido por el BODY SHOP ya que el ajustador *** ************************* no asisti al lugar para revisar los nuevos reclamos y este ltimo se neg a asistir a la nueva revisin del vehculo. Yo todava a este tiempo no han terminado de reparar el vehculo debido a que se encuentra en espera de respuesta del seguro para una aprobacin. Por otra parte yo no debo de pagar ningn deducible de **** dlares debido a que to no fui culpable del accidente y la compaa que debe pagar todos mis reclamo debe ser Progressive no yo. GRACIAS feliz dia.

  Customer response

  02/05/2024

  Please see attached documents from BODY SHOP waiting for *** ************************* from my insurance company make a approval for mix my vehicle

   Univista approval only ****** dollars but it not is real total for fix my vehicle pickup because the body shop continues waiting for a answer for approval 

  Customer response

  02/05/2024

  I was to calling today February 5 **** at body shop and ask about status issue payment from my insurance company Univista, they at recently received check payment and *******************, General Manager and she said that forget the new last report estimate for a amount the **** dollars (complements) because the new status for fix my pickup at it time is under pictures and maybe it is fixed for next weekend. But the insurance not want to pay other complements for fix my truck..Thank you 

  Customer response

  02/05/2024

   
  Complaint: 21185862
  
  I am rejecting this response because:Si es correcto el monto aprobado por ms de ****** dlares pero a este tiempo el BODY SHOP no ha recibido el dinero y este monto todava no cubre los daos al vehculo y ellos ****** aceptar reparar el ltimo documento emitido por el BODY SHOP ya que el ajustador **, ************************* no asisti al lugar para revisar los nuevos reclamos y este ltimo se neg a asistir a la nueva revisin del vehculo. Yo todava a este tiempo no han terminado de reparar el vehculo debido a que se encuentra en espera de respuesta del seguro para una aprobacin. Por otra parte yo no debo de pagar ningn deducible de **** dlares debido a que to no fui culpable del accidente y la compaa que debe pagar todos mis reclamo debe ser Progressive no yo. GRACIAS feliz dia.
  
  Sincerely,
  
  *******************

  

  Business response

  02/12/2024

  Please be advised UniVista is the insurance agency for this customer and Loyalty, the ********************** carrier.  The consumer has informed Loyalty claims management that he will continue to file BBB complaints often until his dispute with the insurance company is resolved.  The nature of his dispute is contractual and between the insurance company and policyholder.  It is not a matter an insurance agency can influence or resolve.  We will continue to respond to the complaints but are not in a position to provide resolution.

  

  Business response

  02/12/2024

  UniVista Insurance is the agency who issued the insurance policy.  UniVista Insurance is not the company adjusting the subject claim.  UniVista contacted the insurance company and was informed claims management spoke to the repair shop.  The vehicle was in the process of being refinished.  As far as the disputed amount of payment, we were informed the customer chose Original Equipment Manufacturer (OEM) parts and the insurance carrier is not obligated, under contract, to repair the damages using these.  The consumer is responsible for all costs associated with his decision and authorization of the use of OEM parts without first discussing this with his insurance carrier.  The disputed amount of damages being claimed by the consumer have not been authorized by Loyalty, the insurance company.  In addition, we were informed by the insurance carrier that the policyholder is responsible for paying the $1,000 deductible to the repair facility upon completion of repairs.  This deductible is a contractual obligation for which the consumer is responsible when using his collision coverage.  If the policyholder is not liable for the accident, he can claim the out of pocket expense against the at fault party and their insurance company directly.  All future inquiries and concerns related to this claim should be directed to Loyalty claims management with whom the consumer has already been in contact with.

  Customer response

  02/12/2024

  Hello, I am not interested for use OME parts, that not was my request. I am requesting that this insurance company Loyalty do not want to pay the last complement for $7000 dollars plus ( bill for new replacement parts). For example first complement was $13000+$7000 dollars last complements total ****** dollars. Now, I was contacting the body shop for fixe  my truck with only $13.000 because **************************** from Loyalty Insurance said that insurance NOT WANT PAY THE LAST BILL COMPLEMENTS.FOR $7000 DOLLARS PLUS. Is for that, my truck now was refinishing at this time but have parts no was to replaced because Loyalty not was to paying it... Thank you have great day.  I am sorry my English 

  Customer response

  02/12/2024

   
  Complaint: 21185862
  
  I am rejecting this response because:Hello, I am not interested for use OME parts, that not was my request. I am requesting that this insurance company Loyalty do not want to pay the last complement for $7000 dollars plus ( bill for new replacement parts). For example first complement was $13000+$7000 dollars last complements total ****** dollars. Now, I was contacting the body shop for fixe  my truck with only $13.000 because **************************** from Loyalty Insurance said that insurance NOT WANT PAY THE LAST BILL COMPLEMENTS.FOR $7000 DOLLARS PLUS. Is for that, my truck now was refinishing at this time but have parts no was to replaced because Loyalty not was to paying it... Thank you have great day.  I am sorry my English
  
  
  Sincerely,
  
  **** *****

  Customer response

  02/12/2024

  Continue... Attached file form BODY SHOP Supplements 

  If you see,  in this Supplement description any the this part was replaced  because Loyalty Insurance refused pay for replace the parts confirmation for **************************** adjust for Loyalty Insurance company office Corp Univista Insurance. Now, I get to speaking with Miss general management from body shop about issues and she said that ***************** don't answer the phone any time for the new approval new complement and Her not coming back to BODY SHOP for new adjustment. I was to calling at Loyalty Insurance and only speak to receptionist about issues and later speaking to ***************** and was ask why he not going at BODY shop and the answer was *********** NO WANT TO PAY ANY MORES SUPLEMENTO. Later I was personally to BODY SHOP for see the truck and speaking again with general management for one solution and I authorize fixes the truck only with $13000 dollars because later I will go an general inspection from GMC and get me a certification because it truck was by financing GMC Bank is the real owner I only pay all months. Now, I have the (Certificate Pass) I will going  to state attorney for go to court Vs Loyalty Insurance  for fault to pay for fixe my truck.  Thank you have great day. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I especific ask the representative to order a full payment for the comertial insurance that I quote with the company on email and ws messages.The representative ignored my requests and presented a mountly payment arrangement on my behalf without my approval. Concecuently my Comercial Insurance increased by ****+ dollars due to this irresponsible error. It is to late to modify the insurance. I contacted the owner and requested the inmediatly cancelation of the policy 16 hours after. She refused to do it.

  

  Business response

  01/04/2024

  Customer contacted the agency for a commercial truck quote using WhatsApp text technology.  Conversation started on November 15, 2023 at 8:50 am.  The agent worked on the requested quote and communicated with the customer sharing ********************** premium costs on a monthly installments basis throughout the day on November 15, 2023--all using text technology.  Throughout the quoting and sales interaction between the client and the agent, the agent provided monthly installment insurance costs ($640 downpayment, $539 per month) and the customer then provided his payment information.  The policy was issued at approximately 4:45 pm on November 15, 2023.  At 4:59 pm, the customer asks via text if a change can be made to the already issued policy to save money and pay it in full.  At 7:46 pm, after office hours, the customer texts again to request a paid in full rate of $5,447.  The next morning, on November 16, 2023 at 11:53 am, the agent explains to the customer that pay plan election needed to occur before the policy is issued so the insurance company applies the discount.  After the customer disputed the agent's explanation saying he wanted to pay in full all along, the agent attempted to call the customer twice via telephone to provide further explanation but the customer did not answer the calls.  Thereafter, the customer began insulting and verbally attacking the agent and ultimately, blocked the agent.  Based on the information above, the agent is denying responsibility for a refund of the company issued paid in full discount.  Please refer to the attached message thread. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a contract on the house that I'm currently living in and I needed proof of insurance to close. I made it perfectly clear that I did not want to buy this house unless I was able to get insurance on the property. *********************************** who is the employee who works for uni Vista Insurance in ***** sent the binder over bound instead of Unbound and made me believe that I had insurance on the property. After I closed on the house I received notification from citizens that my house was not eligible to obtain homeowners insurance. Citizens violated univista Insurance Company for sending over the policy incorrectly. Based on the year of my roof the policy should have been sent over Unbound. Univista received a violation for this. They knew that if they would have sent the policy over bound I would think that I had insurance and I would close on the property . ********************************* works very closely with my mortgage broker *********************** . I believe that this was a scam just so I can close and everyone was able to get there sales incentive check . When I contacted univista they were rude to me and hung up on me multiple times. When I finally got ********************************* on the phone again she told me that she did me a favor by speeding up my closing date by sending over the policy bound just so I can close on the property. Now this has caused me to be stuck with this house with no insurance unless I spend $8,000 for a roof replacement. I have email Communications stating to them I wanted full evidence that my house was insured before I close on the property. No one at this company will speak to me they just keep telling me that I need to spend the money to replace the roof and I should be happy that they did me a favor by speeding up my closing. The whole transaction that they did was fraudulent because they knew that they should not have sent over my policy bound based on the use of life left on my roof. Had they sent the policy over correctly and I would have known that my house was not able to get insurance I would have never purchased a home.

  

  Business response

  07/07/2023

  Please accept the following detail timeline as to the response for the ***************************** - Complaint:

  ********************************* was the *** that handled the policy - who is an employee of AAM Insurance / DBA Univista Insurance - a franchise business.

  As per ******************** account of her communication with the *********************** - Mortgage Broker / Innovation Mortgage - handling the mortgage for *************************, and with ***************************** herself, here is the detail of what took place.

  1. On January 31, 2023 Mr. *********************** requested via email sent to ***************************** a hazard quote on the property located ************************************************************************ - sent 02/01/2023

  2. February 2, 2023 Mr. *********************** requests a Basic policy - **************** submits the basic hazard option via email.

  3. February 2 2023 Mr. *********************** request binder on the policy with a closing date set for 02/15/2023.

  Please note that ********************************* was not contacted by ***************************** and all transaction were done through the request of the mortgage broker.

  The 4 point dated 5 years remaining useful life for the primary roof and 2 years for secondary, with no issue, all satisfactory, all policies are subject to underwriting process of Citizens, once payment is made on the policy and not before.  However, the client (************) did the inspection on the property and the inspector showed that the roof had only 2 years remaining useful life. 

  Client was advised of the secondary roof that needed to be replaced prior to closing. 

  Once Citizen submitted the Uninsurable Risk Notes it was sent to *************  ************ responded by stating that it was only the back porch roof of the patio area and not the main roof.

  ****************, explained that she would need to either get a new 4 point inspection showing an submit a certified inspection certificate.

  It was very clear stated, to ************ of the situation with the second roof.  

   

  Customer response

  07/07/2023

   
  Complaint: 20188703
  
  I am rejecting this response because: That is a lie. I have email communication that shows that I specifically requested that my property is insured prior to closing. I want to make sure of that. No one told me anything about roof repair prior to closing. I had no idea the roof needed to be repaired until I got the cancellation notice from citizens. Once I received the cancellation notice from citizens I called ******* at the insurance company. That is when she told me I needed to get the roof replaced and a new four point inspection. I have emails on that as well. The main point is that I stated like any other normal human being that I did not want to close until I was certain that I had homeowners insurance. I have email correspondence showing that. I asked ******* to send me the policy once citizens have issued it as evidence which she did. Soon after my closing citizens canceled the policy because of the two-year use of life on the flat roof. Citizens also put a violation on aam Insurance Group because citizen said she should have sent the policy over Unbound and they no the policy states no property can be insured with use of Life under 3 years. They knew that and they sent my policy in anyway just so people can get paid the incentive checks. ******* received two four point inspections and I also have an email confirming from her stating that she sent both for Point inspections to citizens. I think she lied because This was done way before my closing and if citizens would have received it I would have got a cancellation prior to my closing. The whole thing with fraud she held on to my paperwork until I got close to my closing knowing that by the time citizen received it and reviewed it it would have been too late for me because I was already closed on the property. That is exactly what happened. And as far as she saying that I knew about the flat roof, that's a lie when I got the cancellation letter I asked her what roof they were speaking of the flat roof or the patio roof because I actually thought it was a patio roof and she explained to me no it's the flat roof and not the patio roof. That conversation did not take place until after I was canceled. I knew nothing about the use of life for roof requirement for citizen, I am not an insurance agent. She knew that because it's her job to know and that is what citizens told me. ******* and ***** the broker both knew and planned this. Just think about it why would I buy a house to spend thousands on replacing a roof when I have so many other choices. And also it doesn't make sense for her to say that they told me about replacing the roof prior to closing, if that was the case I would have had the seller replace the roof or not just by the house. This company is lies and full of fraud. Take a look at their reviews, their reviews are very similar to mine. They should be held accountable to paying for the roof replacement. That is the only resolution that I would accept at this point. What they fail to realize is that I have email correspondence for everything that I'm saying. When I called them ******* and the manager allegedly told me that I should be happy because they did me a favor by clothing on my house fast and they kept hanging up in my face. I told them they didn't do me a favor they cause me harm by making me spend thousands of dollars on a roofing placement when I didn't have to buy this house. They did themselves a favor just by getting the commission along with the realtor and the mortgage broker. I would not accept any resolution except reimbursement for the roof repair.
  
  Sincerely,
  
  *************************

  

  Business response

  09/13/2023

  At this time we will conduct a full audit of the Univista Franchise - where the policy was sold to gather all emails and communication from customer in response to her statement.

   

  Customer response

  09/16/2023

   
  Complaint: 20188703
  
  Please find attached emails and text to add to your investigation and an additional statement  from me for the reason why you should pay for my Flat Roof Replacement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and requested a refund for an insurance purchase on 1/19/2023, I advised that the vehicle purchase fell through and that I never even drove the car. I was advised they needed proof at that time I contact the dealership and spoke to the salemen and advised him of this, I was later advised that it had been handled. I then received a text message advising that they would be pulling a full months payment for the policy, I called again and advised again of the situation when I was advised that no one from the dealership called or sent notification of this. At that time I requested they don't take payment I do not own the car. I called the dealership and was treated rudely by the receptionist at the dealership because of my continues calls to attempt to resolve this issue, I am not owed 2 refunds from this insurance which have placed me hardship with one of my bills and may result in disconnection. I want my money all my money back.

  

  Business response

  03/09/2023

  Attached please find the proof of cancellation for ***************, Dealership Letter, and the ****************************** for the cancellation and refund for all the obligations. The Insurance Company Refund - is shown on the Cancellation from Ocean Harbor.  The Cancellation letter is the copy mailed to the client, ************** directly from Ocean Harbor.  . As an Insurance Agency we complied with our obligation in order to cancel her policy and provide the all required documents.  Her policy as per documentation from Ocean Harbor was flat cancelled.  We acted upon receipt of the Dealerships letter in reference to the vehicle purchase and customer not taking possession of the vehicle. 

  The policy was sold through one of Univista Insurance Franchises JWB Insurance.  The Dealership is a different entity and has no relation with Univista Insurance, nor vise versa.  As the insurance company due diligence was done to flat cancel the policy and work to get the customer her refund from Ocean Harbor.  

  If you should have further questions, please do not hesitate to contact the undersigned.

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

  Compliance Officer ****************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My mom purchase a car insurance policy with ********************* on January 23,2023. It is know February 6,2023 we have contact ***** three times and she refused to send physical copy of proof of insurance. I called her office and she hang up the phone on me twice. My mom previous insurance has lapse and has yet to receive a copy of her insurance card. All she has is a statement from the bank where the money was deducted

  

  Business response

  05/19/2023

  Good Afternoon,

  As per our investigation of Complaint ID: ********, please note the attached documentation.

  As of January 23, 2023 at 3:30 PM - proof of insurance was sent (Please see attached documents submitted)

  The documentation was sent per email provided **: ********************

  Please note that according we were contacting the customer for additional information on previous policy to qualify for prior policy discount - which we never received.

  *****, called letting Ms. ************** that due to lack of documentation and additional premium was due. 

  0n 03/24/2023 Ms. ******* ******, called since documents were not received and paid the additional premium due.  Receipt for additional payment was sent.  This transaction did not affect previous documentation which had been sent to her.  Policy is still active and paid in full through August 5, 2023.

  Documents were all sent to named insured:  Acianie ****** - at *********************

  Should you need further information, please do not hesitate to call me.

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

   

   

   

   

*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. ↩