Complaints

This profile includes complaints for Universal North America Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Universal North America Insurance Company

  101 Paramount Drive, Ste 220 Sarasota, FL 34232-6305

• 

  Universal North America Insurance Company

  P.O. Box 267910 Weston, FL 33326

• 

  Universal North America Insurance Company

  PO Box 901036 Fort Worth, TX 76101-2036

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:04/18/2025

  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 had issues with flooding in the home. Everything begin around August 2024. Mitigation had to come out and was paid. When time for the construction company to work, we were advised that a check would be mailed to me, which is fine. However, my mortgage company said that they have to "monitor" the check and that it would go into my escrow while monitored because it is an insurance check. So, no distinctive date/time frame of the release of the check. I have advised this to Universal North America and asked if I can just pay for the services in full and just be reimbursed for the part that the insurance would have covered. I am being told that the mortgage company would still have to be attached as a reimbursement. I understand the mortgage company having to monitor an insurance check, that is fine. But if the consumer takes care of this in full, reimbursement has to include third parties on the check? So then I would go right back down the same path of waiting and not knowing any time frame of having my money back. Oddly, the mitigation company received a direct check but the construction company did not, which I found to be odd. This company is not helpful and the representatives have issues reading emails and answering them. But the biggest issue here is the process of reimbursement to the consumer. We can pay out but go through so much just to get the money back after all we pay for the coverage.

  Business Response

  Date: 04/23/2025

   

  Please find attached, UNAIC's response to complaint id *******.

• Initial Complaint

  Date:04/02/2025

  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 started this fiasco at the beginning of February. There was a small drip in the ceiling on the first level. I called the local plumbers and they couldn't find anything. I called Flood Medics and they couldn't find anything. I called the insurance company to see what would be the next step in the event that there was something causing the possible leak that was not identified by the two companies prior. I was assigned to Summer W******* and to date, this has been the absolute worse experience I have ever had with an insurance company. The condescending tone from the agent continued even after I mentioned that she had that tone. I was told that one leak in one toilet didn't cause the possible leak in another and that two claims were necessary. I was not aware that two claims for water damage would cause this company to cancel my insurance. If this is the case, why would they suggest it? Why force me into a situation for an additional claim just to cancel my insurance? I have called no less than 30 times over the past several weeks and have not received a call back but I received a check in the mail yesterday for ~$1100. I have a $500 deductible so the repairs were noted to be ~$1600? I could have paid this out of pocket and not had to have the second claim. To date, there is no leak and no one had found a leak. They assumed that it was the wax rings in the toilets. This home was built <4-years ago.Claim numbers *****, *****

  Business Response

  Date: 04/11/2025

  Good afternoon,

  UNAIC's response is attached.
  

  
  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23143122
  
  I am rejecting this response because:

  I did not call them to file two claims. I am currently using the bathroom that they decided to fix and I am not using the bathroom that they are saying there may be a leak. I only called for the leak which should have been one claim. This company decided to check other bathrooms and told me that there was moisture under the toilet. That assessment has nothing to do with the initial call from me. It seems as if they looked for damage or possible damage to make me, the customer, file a second claim. The second claim is 100% on this company and not on me. They have tainted my history on purpose and is using some procedure that allows them to cancel my insurance. This is fraudulent behavior and I do not accept it. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/21/2025

  Please find attached, Universal North America Insurance Company's response.
  

• Initial Complaint

  Date:03/06/2025

  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.

  ********** issued payment for home insurance December 27th for a January 14th due date. Universal claims they did not get payment in time so cancelled policy and will not re-instate.

  Business Response

  Date: 03/12/2025

  Please find attached, UNAIC's response.

• Initial Complaint

  Date:10/29/2024

  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.

  My home incurred hail damage on May 15, 2024. An inspector came to my home the following week. He inspected my home for less than half an hour which is negligently insufficient to properly inspect a multiple story home of 3250 sq ft. The desk adjuster, ****** ****** informed me their inspector found no evidence of damage despite the damage which my contractor found and every home around me having sustained damage sufficient for their insurance company to replace their roofs. She stated she'd request an engineer's report.After weeks of me trying to reach her with no response, I was told by the main claim's line my claim had been closed. After filing a new claim, Ms. ****** calls, sarcastically apologizing for the errors of not responding to my numerous voicemails, not ordering an engineer's inspection, and erroneously closing my claim. Another month later, I call the main claim's line after again not being able to reach Ms. ****** to learn my claim had been transferred to another adjuster, ***** ********, who had no information regarding my claim. A couple of weeks later, Ms. ******** states my claim was denied because the engineer report showed no damage and that a hail storm event didn't occur on the date claimed. When I asked my options to appeal her decision, she said there were none. When I stated I would contact my attorney, she rudely stated for me to "do what you need to do." I filed a rebuttal to UNAIC detailing discrepancies within the engineer's report along with numerous photos from my contractor evidencing clear hail damage my home incurred during the stated storm, of which is documented by **** weather report occurred on claim date. UNAIC never responded. UNAIC has mishandled my claim, caused unnecessary delays, and misrepresented the damage to my home with the intent of stonewalling the process. They have been negligent in their duty to meet the covenant of good faith and fair dealing by erroneously denying my claim.

  Business Response

  Date: 11/05/2024

  Please find attached, UNAIC's response.

  Customer Answer

  Date: 11/06/2024

   
  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,
  
  ******* ******

• Initial Complaint

  Date:10/03/2024

  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.

  I filed a claim with my insurance company, Universal North America Insurance Company, for consequential damages from Hurricane ***** on July 8th, 2024. My policy number is PTXH0000014146, and my claim number is ***********. Other than receiving a letter dated July 23, 2024 acknowledging receipt of my claim, I have received no further communication. I have called numerous times and have never received a follow up. Most recently, I called two weeks ago, all of my information was taken down and I was told I would receive a call in ***** hours. I did not receive any call, email or letter. This insurance company is collecting money for my policy but not upholding their end of the bargain when we actually have to use the policy. I feel helpless and want this resolved ASAP. At minimum, I need my claim paid out for consequential damages, but I also want this insurance company held accountable for their unprofessionalism, lack of communication, and being *** when people actually need to use their insurance.

  Business Response

  Date: 10/14/2024

  Please find attached, UNAIC's response.

  Customer Answer

  Date: 10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22376216, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Brandi Makin

• Initial Complaint

  Date:08/21/2024

  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.

  This company is unresponsive concerning my claim. I filed a claim on August 8, 2024, due to water leaking into my basement after heavy rains from Hurricane *****. An adjuster reviewed our basement for claims purposes the following Friday, August 9th. Since then, my homeowners insurance company, Universal N.A., has not returned phone calls from me or the insurance broker concerning my claim. I have called numerous times since August 16th, and I get a voicemail from the claims adjuster (*******) or her manager. I'm told someone (customer service?) will call or email me, but there is t no response. No one who answers their phones can provide information, even with a claims number.

  Business Response

  Date: 08/28/2024

  Please find attached, UNAIC's response.

• Initial Complaint

  Date:08/06/2024

  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.

  Attached is my appeal email to catch you up on multiple company failures: they failed to secure my property against further damage and were dishonest in the initial denial my claim. I reached out to you because I believe a supervisor named *********************** ******************* engaged in retaliatory measures against me and my family because she was unhappy with our conversation. After no response to my appeal email sent 4/11 and again 4/23, I was able to get **************** on the phone 5/2/24: I forwarded the appeal email to her. I was requesting exactly what they do usually do in my situation: my original claim agent, their roof assessors and their general contractor told me normal, is an engineer. *************** wanted to strike a verbal deal ignoring the cause of the leak: she knew what the engineer would say, it wouldnt be covered and wed both save money. She also stated we dont have hail. I have pictures from a few months back. She became frustrated and on 5/2/24 agreed to follow their normal procedures and send an engineer. When Universal closed my original claim 4/2/24 and she wasnt involved, my home was perfectly insurable. Three weeks after the phone call with *************** and 2 months after closing the original claim, I get a notice 5/27from Universal stating our home is now high-risk and they are dropping us. I believe this is a retaliatory act initiated by ***************. Universal was at our home at the end of winter, so of course the yard will have debris. Spring cleaning was in progress. Claims of alge on roof (the tiles are mostly algae free) vines growing on fencing is cited. (25y/o vines, touching top of fence - they do not grow up or along fencing - engineering reports my fence in good working order), the separate structure roof tiles look great. My home/yard are beautiful, in good order and nothing like high-risk or un-maintained. I believe this was 1 frustrated person wielding the tiny amount of power she has in this world.

  Business Response

  Date: 08/13/2024

   

  Please find attached, UNAIC's response.

• Initial Complaint

  Date:08/05/2024

  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.

  Universal Policy Policy Number: PCAH0000043658 - 1 Policy Effective Date: 07/14/2024 12:01am Policy Expiration Date: 07/14/2025 12:01am Effective Date of Change: 07/21/2024 12:01am Attn: Underwriting Can you please help me with my insurance you set up for **** made my payment and on auto debit for the next 8 payments.I received my Universal packet and setup my login credentials.Myself and my mother that you added are the ONLY ones on my property and loan. On the online portal I just happened to ask if my wife could be added to my policy just in case something happened to me. Even though it is not needed, because we are married in CA and she has the right of survivorship. A few days later I checked my online portal and it says CANCELLED cant have more than two people? Not sure why they cancelled it, because my wife is not on the loan and this has to be a mistake. I am not sure what has happened. I sent Hippo and Universal support 5 emails with a response I will hear from someone in ***** hours. I have heard nothing from anyone.I cancelled my insurance of 6 years to move to Universal and now I can not even reinstate my old insurance they would only renew, but not after I cancelled it.. Now that its cancelled I am totally screwed with the fact my Hippo/Universal policy is cancelled effective 09/12/2024.Can you please help me. I am in dire straits here and no one is assisting me so a supervisor or management can This is making me feel totally stressed out.There is no one in support.I appreciate your help and am attaching my EOI from you.Thank you *************************** C: ************

  Business Response

  Date: 08/15/2024

  Please find attached, UNAIC's response.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22087361
  
  I am rejecting this response because:

  I have attached my Universal entire contract and agreement.  Nowhere does it state in the complete entire contract that no more than two people can be on the policy, and a matter of fact, there is nothing remotely related to what they are stating.  They are in legal breach and are making policy changes on the whim outside of the contract.  I am attaching the entire Universal Policy,declarations, and binding contract.I have contacted them 5 times by email both Universal and the agent *****.  I am told I will get a response within ***** hours with no response.  I cancelled my previous insurance of 6 years and now
  cannot reinstate.  This company (Universal) needs to reinstate my insurance and is in breach as I have been in complete compliance on my part and their agreement attached does not state this insurance will be cancelled if there is more than two people owning interest.  It is only myself, my spouse,and my mother.  No outside 3rd parties or renters. 
  Thank you so much for your assistance.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/28/2024

   

  Please find attached, UNAIC's response.
  

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22087361
  
  I am rejecting this response because:

  This so called declaration should be in the policy given to the policy holder.  This way I could simply remove my spouse from the deed and be within their two individual so called limit.  THis was never offered or exlpained to me.

  Instead I was just cancelled.  My spouse is not my LOAN and therefore is not required to be on the deed.  Universal could have justhelped me remedy their policy that is not in the acutal policy holders declaration except hidden in

  their response "Dwellings deeded to more than two individuals are ineligible per Rule 205 of Universals California Homeowners Program Manual which is filed with and approved by the California Department of Insurance" 

  How does a consumer no a hiiden exclusion in a Manual the polyholder does not receive.  I guess this will just remain in a standstil since Universal is standing with this unfortuante descision.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/30/2024

  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.

  Universal North America insurance company insures my home, with an active policy, they have failed to contact me past the initial phone call about my claim. They never approved it/denied it, we never received any further instructions or requests for additional information. I have called numerous times, the number provided for my claims adjuster was incorrect, even after asking for management to give me a call I have gotten no phone call in return. They do not run an ethical business and after some research I have found that this company has done this numerous times.

  Business Response

  Date: 08/07/2024

  Please find attached, UNAIC's response.

• Initial Complaint

  Date:07/19/2024

  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.

  Universal North America Insurance is refusing to inspect my home after Hurricane *****, forcing me to pay out-of-pocket for a contractor to come out. The inspector verbally assured me that the company would reimburse the costs, but they are unwilling to provide any written confirmation. This is unacceptable, especially given that I am paying $2,000 a year for coverage. Despite numerous attempts to contact them, they have not responded to my phone calls, leaving me to handle the situation on my own.I am deeply frustrated with the lack of customer service and support from *****************************************. My home has sustained significant damages, including lost food, a damaged plastic vent roof, and a water leak. If my claim is not addressed promptly, I will have no choice but to file a report with the Texas Department of Insurance. This company's behavior is disgraceful, and their refusal to assist me during such a critical time is utterly unacceptable.Policy Number: PTXH0000011614

  Business Response

  Date: 07/24/2024

  Please find attached, UNAIC's response.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22013774
  
  I am rejecting this response because:
  

  SEE ATTACHMENT LETTER OF REJECTION

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/23/2024

   

  Please find attached, UNAIC's response.
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22013774
  
  I am rejecting this response because:
  

  Both estimations are flawed, missing many damages and need for a full roof replacement. 2nd estimator did not include many areas of the roof leaking where insulation is clearly seen damaged in the attic from water leaks. Estimator refused to walk around the attic so I was forced to do it myself and provide pictures. Due to the delay, there now has been significant water damages due to the leaks caused from Hurricane ***** damages. As a result, Universal has been reported to the Texas Department of Insurance for predatory and manipulative practices to prevent a payout.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/28/2024

   

  Universal's response is attached.
  

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22013774
  
  I am rejecting this response because:
  To Whom It May Concern,
  
  I am writing to file a formal complaint against Universal for their mishandling of my insurance claim and the unprofessional conduct displayed throughout the process. Despite offering a settlement, Universal has refused to honor the payout, voiding all previous checks. As repeatedly explained, I have not been able to provide a contractor's repair estimate due to the unique challenges associated with my three-story townhouse. I have contacted over 100 contractors, but very few are willing to assume the liability of working at such elevated levels. The additional costs for liability were not considered by the insurance estimators, leading to significant delays in the process.
  
  In addition, the insurance assessors failed to inspect critical areas of my property. Despite my direct communication with them, they neglected to check for water damage in the attic, which has since worsened due to ongoing rainwater intrusion. The damage includes mold and mildew growth, along with the destruction of the third-floor ceiling. I am now awaiting an assessment of damages scheduled for September 2nd, 2024, which is the result of Universal's incomplete investigations. These oversights have only allowed the damage to worsen, further complicating the repair process.
  
  This matter has been escalated to the Texas Department of Insurance due to Universals failure to address my concerns. Additionally, I escalated this issue within Universal to executive ************************* after being treated with unprofessionalism by adjuster ***************, who raised her voice at me during a phone call. As a first-time claimant, I find this behavior unacceptable, especially during a time of urgent need. This claim has been mishandled from the start, resulting in avoidable damage, and I demand prompt action to resolve it fairly.

  
  Sincerely,
  *****************************