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:04/29/2025

  Type:Billing 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.

  The policy was cancelled and premiums were still being charged

  Business Response

  Date: 04/30/2025

  In response to this complaint, we provide the following commentary and explanation.This insured had an active insurance policy with Utica First Insurance under policy # **********.  The insured had made a quarterly premium payment for $515.50 on 2/15/2024 which kept his coverage active.  On 3/29/2024 we received the attached chargeback from our payment vendor. Therefore we reversed the premium payment on 4/2/2024. On 4/15/2024 we sent a new invoice for the earned premium current amount due. We received no payment. On 4/22/2024 we sent a second notice advising that if no payment is received, the policy will cancel as of 5/12/2024. We received no additional payment from the insured and therefore following all applicable New York insurance statutes the policy was cancelled effective 5/12/2024. The pro-rated earned premium due for the coverage we provided to this insured through 5/12/2024 is $511.00. To date the premium is still owed to Utica First Insurance.We trust this explanation of events provides clarity to the actions taken by Utica First Insurance, and that this complaint can be dismissed with no finding of violation on the actions taken by Utica First Insurance.   Should you have any additional questions please reach out to me at ******************** or via phone at ###-###-####.Please let us know if this complaint will be dismissed with no finding of any violation on Utica First actions.Shawn K***SVP

• Initial Complaint

  Date:05/09/2024

  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 business with Utica first insurance for years, and my policy number is ************** My LA file number is M********** the claim number is ******* My business got flooded because of a broken pipe (the pipe was on the main street, not the my pipe) on 11/28/23. I hired an adjuster to help me with the process. My whole basement got flooded, and the city of Boston's health inspector came, he required us to throw everything in the basement. Also, my office was located in the basement as well, and all my documents and computer were damaged. The business has been closed since then, because I need the claim money to restore everything. In the meantime, I am still responsible for the rent. My adjuster has communicated with Utica's adjuster, and we have told them that we are unable to provide the food invoice, because all the receipts and documents were damaged by the flood. I purchased most of the inventories from the supermarket to maintain the fresh. It is been 5 months already, and they were still asking for receipts in March. The only answer we got so far is in process. I feel I have been treated very unfairly. Now the landlord is about to take the place back because I owe the rent. I understand it does take time for insurance to process, but it is been more than 5 months, and seems like they were still stuck with the invoices. The inspector from the City of Boston can be the witness that everything was destroyed by the flood. I am hoping the insurance can take it seriously and process it ASAP, as it affects my life a lot.

  Business Response

  Date: 05/17/2024

  Utica First has been actively working with your public adjuster to resolve the claim. Your public adjuster recently provided us with your food inventory and pricing as well as invoices for cleanup, repairs and costs. We have issued payments of approximately $156,359 to date and are working with your public adjuster to finalize the loss of income portion of your claim. We understand that the landlord is responsible for repairing and restoring the electrical components in the basement and this has prolonged the ability to reopen.

• Initial Complaint

  Date:07/06/2023

  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 Friday June 30 a service man came to service my freezer. While doing so, he broke my entire freezer, ruined the face of my freezer, broke down all the mechanics, ruined all the food in my freezer, and the chemicals he use, ruined all the flooring in my kitchen. He admitted that he broke my freezer inside to go through his insurance company, Utica First. Utica first is telling me that they doubt they replace my freezer and it’s not cooperating.In resolving the matter! I am in the food service business and I lost $40,000 worth of business to that having in an operation of freezer during the Fourth of July weekend! Utica first is telling me this will take months to resolve! They are dragging their feet, because I don’t wanna pay me what I am owed!

  Business Response

  Date: 07/10/2023

  The claim which was alleged to have taken place on June 30, 2023, was initially reported to Utica First on July 5, 2023 by the complainant. Utica First Insurance promptly opened a claims file and began its investigation of the allegations. Utica First’s adjuster contacted its policyholder and confirmed the policyholder’s version of the loss. The complainant operates a catering business and had hired Utica First’s policyholder to repair her freezer which was running warm. The policyholder inspected the freezer and determined that the condenser coil was very dirty and covered in grease. After cleaning the coil, the breaker tripped and the side of the box began smoking. The front of the freezer sustained several stains and there were stains along both sides of the freezer. On July 5, Utica First’s adjuster also spoke with the complainant. The complainant indicated that Utica First’s policyholder sprayed chemicals on the freezer coil which stained the freezer and the floor beneath the freezer. The freezer began to smoke and shorted out. The complainant indicated the freezer died, the floor was stained and she lost food inventory. The Utica First adjuster explained to the complainant that he was investigating the claim which included the reason why the freezer failed. Utica First’s adjuster also requested photos of the damage as well as an inventory of food items which were lost. The adjuster explained that the investigation may take some time but every effort would be made to complete the investigation in a timely manner. Utica First’s adjuster requested quotes from the complainant for the replacement of the freezer, floor and lost food inventory. Utica First also assigned an independent adjuster to meet with the complainant to inspect the damaged freezer and obtain the requested materials.  The independent adjuster has been in contact with the complainant and is scheduled to meet with the complainant. Utica First has an obligation to pay only those claims for which its policyholders are legally liable. Utica First received the claim on 7/5 and is continuing its investigation as to why the freezer became stained and why it shorted out. At no time did Utica First indicate it would take months to resolve the claim. The complainant has an obligation to prove her damages which includes providing invoices for replacement of the freezer, the floor and for the lost inventory. If the complainant is asserting a claim for loss of business, then the complainant must also provide evidence she lost that business. Once this information is provided, Utica First will review the information in conjunction with its investigation into its policyholder’s legal liability.  The complainant also has the option of proceeding with a claim through her own insurance and her insurance may choose to subrogate against Utica First’s policyholder in the event Utica First’s policyholder is legally liable.