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:03/14/2023

  Type:Delivery 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 have been calling Universal Property Insurance for over two months seeking payment to settle my claim on my roof from Hurricane ***. ******* Roofing Company completed my roof on Dec.20, 2022 and are now putting a lien on my house because of Universal Property failing to be responsive to the claim and releasing my check or even returning my emails or calls. Feb. 23, 2023, I received an email from ******************* asking for a claim number to be provided which I did provide, and I never heard back from him or the organization. I was just told today that my claim now is being handled by ***************************** and was provided her extension which goes straight to voicemail the whole day and she has not returned my call. Over the last 9 weeks I have been told by ****** and ******* that the claim has been "escalated" but still not have received the funds and now have a lien placed on my home. Over the last 9 weeks I have only received the one email from ******************* and no other call back or update outside of a notice to renew my policy with this same company for another year. I am being punished with a lien on my home that is paid for due to the insurance company not doing their part and getting me the funds.

  

  Business Response

  Date: 03/23/2023

  Dear BBB,

   

  Thank you for the opportunity to address this query related to the insured's claim.  We do see that a claims payment was sent and has been cashed by the insured.  Please see enclosed a copy for your files.

  We also see the insured has contacted the ******* DFS and we shall follow-up shortly with an additional reply to them.

  Regards

• Initial Complaint

  Date:03/09/2023

  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.

  Submitted an insurance claim for water damage to my floor inside my condominium on 08/11/2022, using an outside adjuster. Claim was inspected and processed. Repairs of new flooring, baseboards and paint was done in the beginning of January, all out of my own pocket/bank account. Claim was finalized and release statement signed by me for payment of $15,000.00 on 01/31/2023.As of today, no payment has been received, and i have been told that the payment is cued in their system.I have been insured with Universal Property and Casualty for over 10 years for my homeowners policy, have always made my payments on time, with no lapse.The lack of customer service from ********************** needs to be addressed. I have never before filed a claim with them, until now when i had to, and if I had ever been late with a premium payment on my policy, past the 12:01 payment time on the due date, I would be cancelled immediately.

  

  Business Response

  Date: 03/14/2023

  Dear BBB,

  Thank you very much for the opportunity to address the insureds concerns regarding payments.  The insured notes they hired an outside adjuster.  Please note payments were made c/o of the outside adjuster.  Please advise the insured of the attached and kindly direct them to the additional payee's as noted therein.

  Thank you again for the opportunity to assist in this matter,

  Respectfully,

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising 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 seen on my home owner policy I had coverage for lead paint and mold. So I filed a claim. I also seen that my house alarm and fire alarms had not been add to *********, sent in 2015 for alarm system.

  

  Business Response

  Date: 03/14/2023

  Dear BBB,

  Thank you very much for the opportunity to respond to the insureds concerns.  We apologize for the oversight regarding the alarm system credit.  The policy is now credited back to 2015 and the insured shall receive a refund shortly.

  Thank you once again for the opportunity to respond, 

  Respectfully,

   

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19534605
  
  I am rejecting this response because:
  
  Sincerely,
  
  Early Brown

  Customer Answer

  Date: 03/14/2023

  Because my issues haven't been addressed. I have lead paint and mold issues that ********* covers that have not been addressed, that are clearly covered by ********* that I pay.

  

  Business Response

  Date: 03/24/2023

  Dear BBB,

  Thank you for the opportunity to address the insureds additional concerns.  Our adjuster has recently spoken with the insured to provide verbal information regarding the determination on the 2023 claim for mold and lead paint.  We understand the insured is not in agreement, however will receive relevant documents including next steps, shortly.

  Once again, thank you for the opportunity to address concerns.

  Respectfully,

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19534605
  
  I am rejecting this response because:
  
  Sincerely,
  
  Early Brown

  Customer Answer

  Date: 03/27/2023

  Nothing is being done. They told me I get discounts for my security system which was a lie. They still haven't said anything about the trees that are damaging my property. Or the water line. Basically they are stealing from their customers, because they aren't providing a service. 

  

  Business Response

  Date: 04/04/2023

  Dear BBB,

  Thank you for the opportunity to respond again.  Please note, we responded to the security/alarm question on 3/14/2023 advising we did give the credit.  Please see refund attached and refer prior correspondence with BBB.  Secondly, we did respond on 3/24/2023 to the BBB regarding the mold and lead paint issue and advised we would send our follow-up, which we attempted to do, however the insured's email is sending us an error message.  Please find the letter attached.  Finally, we also addressed the trees in our 2016 payment to the insured.  The insured may always follow up with us via our contact center regarding these or any other issues related to claims - ************.

  Please ensure the insured is able to access the documents we attach and thank you again for the opportunity to get back.

  Respectfully,

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19534605
  
  I am rejecting this response because: the issue with the tree has never been addressed. I haven't received payment for water line. And the issue with the trees in my neighbor yard tearing up the foundation of my home has never been addressed.  So once again more lies and deception from this company. Let's be clear they have never abided by the policy or contracts they are bond to.
  
  Sincerely,
  
  Early Brown

  

  Business Response

  Date: 04/13/2023

  Dear BBB,

  Thank you for the opportunity to address the further concerns of the insured.  As noted previously, we are receiving bounce message for our emails to the insured, so I attach correspondence which relates to the trees and also the pipes. Our adjuster spoke again with the insured on 4/11/2023 and provided an update.  We understand the insured is still unhappy with our decisions, however our correspondence advises the nature and basis for the actions.

  As before, we appreciate the opportunity to address concerns.  Kindly ensure the attached are provided to the insured for further clarification and next steps.

  Respectfully,

• Initial Complaint

  Date:03/02/2023

  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.

  My 89 year old mother (for whom I have power of attorney) suffered significant damage to her ******* primary residence by Hurricane *** in September 2022. A large tree fell on the house and put large holes in the roof and the water poured in. We had licensed remediation experts come in to address the wet and damaged property and remove what needed to be a to protect the property from further damage. The house was uninhabitable, and my mother could not return to her home. After many, many months of waiting, the insurance company, Universal Property (Claim number Re: FL22-0137362-A322) is insisting the damage is under the deductible which is inconceivable. The estimates to replace the roof, gutters, repair the soffits and fascia and arrest the further damage far exceed the deductible, and that is before including the cost to rebuild the damaged walls, insulation etc. and replace the destroyed personal property, the screening, etc. It is so far off of the estimates we have received to repair; all I can think is that they are trying to wear people down so that they give up. I do have an independent adjuster helping us and while they indicate that insurance companies often try to "low ball" on major damage, this is the worst case they have ever seen. I would like to avoid a long-protracted battle where no one wins; we would just like the amount of money that is needed to replace and repair what was damaged as per the recommendations and estimates of the specialists and contractors that we have retained. Furthermore, my mother is still not in her home and spent a winter in ** when her life and contacts are in *******. I am just baffled by this company not doing the right thing which is simply to cover the cost to restore what was there (less the deductible). In addition to estimates by my adjuster I have nearly 300 photos as well as well as other documentation.

  

  Business Response

  Date: 03/09/2023

  Dear  BBB,

  Thank you for the opportunity to address *********************** concerns as she writes as daughter and ***** of ******** for ******************  Because of the differences in our valuation of the claim and how the public adjuster representing the insured advises us the insured feels, we believe mediation is the best path forward. We advised both the Public Adjuster of this (2/16/2023) and ***************** in a letter that we enclose and also sent to the ***** of ********.

  The claim is currently in mediation status.

  Thank you once again for allowing us to respond and work towards mediation.

  Respectfully,

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19527163
  
  I am rejecting this response because: I have not agreed to mediation and my independent adjuster has not been informed of this either.  
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 03/17/2023

  Dear BBB,

  Thank you for the further opportunity to respond.  We note the ***** of ******** has also been in touch with FL DFS and kindly refer her to the response provided therein.

  Further, we attached our notification regarding mediation to the insured with our last correspondence to the BBB and finally, we attach the mediation notification to the ** of 2/16/2023 to this communication.

  Thank you again,

  Sincerely,

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19527163
  
  I am rejecting this response because: I will follow up with my adjuster, I have not received email as it went to my adjusters. 
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:02/28/2023

  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 had a water leak on the 21st of December, 2022. I called the insurance company and they sent a property adjuster on the 10th of January, 2023. Since then, I have called numerous times to ask for an update on what they determine is covered and for how much so I can start work on the repairs. All I am getting is that I should get an estimate and that I should call them again in the next seven days for update.I don't understand what is taking them so long to do an estimate. I want to know how much and what is covered so that I can start with the work.

  

  Business Response

  Date: 03/08/2023

  Dear BBB,

  Thank you very much for the opportunity to respond to the consumer.  We issued payment, a copy of which is attached to this response.  Please advise the insured of same.

  Thank you very much, again,

  Respectfully,

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19512550
  
  I am rejecting this response because:

  It does not inform me what and how much is covered.  The draft is EMPTY!
  

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

  

  Business Response

  Date: 03/14/2023

  Dear BBB,

  Thank you for the further opportunity to respond to our insured.  Typically, the information is made available to the insured, we apologize for any inconvenience and attach for their use the estimate.  Please ensure the insured receives this.

  Further questions regarding the estimate, etc, should be directed to customer service at ************ (existing claims) or ************ (existing claims).  Thank you again for the further opportunity to respond.

  Respectfully,

  Customer Answer

  Date: 03/15/2023

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

  The estimate information they provided was never available to me.  I was able to get it through their response to you.  I was told upon calling them that a check was sent to me on March 3, 2023 but still awaiting.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/27/2023

  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.

  I had an insurance claim that closed/settled in December 2021, however it is still showing as an open claim. I have called and e-mailed several times. Each time I call I am told either someone will close it in 24 to 48 hours or they cannot talk to me about the claim because it is in litigation. When I e-mail and upload all supporting documentation through their site I just receive an automated e-mail and nothing else. I have provided all the documentation from the court case (which they also have access to). Broward County Case #CACE-20-014692 for Claims **-20-101615-E317 and FL20-0101616, the Notice of Settlement for BOTH CLAIMS on 12/15/2021 and a fully executed release for BOTH CLAIMS. For some reason Universal only noted one claim # on the settlement payment so now they will not close the other claim. How is it possible to have taken depositions, negotiated a settlement and sent payment but not know the claim is closed. I just want this claim closed, nothing more.

  

  Business Response

  Date: 03/06/2023

  Dear BBB,

  Thank you very much for the opportunity to address the insured's concern.  The claims are both closed.  Please see attached loss history and kindly advise the insured.

  Thank you once again, 

  Respectfully,

• Initial Complaint

  Date:02/25/2023

  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 February 2nd my wife received an email from our mortgage company stating they found homeowners insurance that *** be cheaper than we are paying now. We got online and set up a phone call with Universal on February 6th. We received a quote saving us $300 a year. The agent stated since our current policy is in affect until May 1st he was going to save the quote and we should call back on the 15th of April to start the switch. Come the 18th I received an email to sign paperwork to start the policy or we will lose the quote. My wife looked over the contract and noticed most of what we have covered with our current company was declined. We decided not to sign. On February 19th we received a letter from my mortgage company stating we need to cancel our old insurance company as we switched to universal and we need to cancel it in order to avoid having a double payment come out of our escrow. My wife logged into our mortgage account and noticed our escrow was negative. I called our mortgage company and they stated a payment/withdrawal was made to Universal, (we never signed paperwork) for $1,095 on the 16th of February 2 days before we received the consent forms. Now Universal is saying it can take up to 3 weeks before we can receive our refund but they were able to take it out of our escrow without consent. That's a little too close for comfort being our policy renews on the 1st of May. We had no intention of signing up for Universal after looking at the forms yet they still took out the payment, before they sent the consent forms. This is very shady of Universal and I do not recommend them for anyone. It has also been a nightmare trying to get a hold of anyone at Universal properties.

  

  Business Response

  Date: 03/01/2023

  Dear BBB,

  Thank you for the opportunity to respond to the above captioned.  The policy is now cancelled effective today, 3/1/2023.  We have requested expedited return of full premium ASAP, to the insured at their home address.  Further, the Notice of Cancellation was sent to the insured via email for their records.

  Thank you once again for the opportunity to respond to this matter,

  Respectfully,

• Initial Complaint

  Date:02/23/2023

  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.

  I submitted the claim date of loss is on 9/10/22 ~ roof damage. NOT DUE TO HURRICANE!They wrongfully paid out claim with incorrect loss date & applied the hurricane deductible. They will not respond back to me. Continually say it will be **** business days to be adjusted. I have called and emailed with no response back.

  

  Business Response

  Date: 03/06/2023

  Dear BBB,

  Thank you very much for the opportunity to address the insured's concerns.  We reached out to the insured and advised the facts and circumstances of the loss.  In the discussion, we further requested an estimate from the contractor for review.  As advised to the insured, we undertook multi-level assessment and unfortunately will not change the date of loss.

  We understand this is an unfortunate situation and encourage the insured's submission of the requested estimate.

  Respectfully,

• Initial Complaint

  Date:02/14/2023

  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.

  9/1/21 a tree fell on our home, and we had to move out. The 1st adjuster came out and, gave us a 10k estimate. Our estimate was 72k. We submitted our contractor's estimate and didnt hear back from UPC. We hired a lawyer 11/21 . He contacted UPC. Another adjuster came out to reevaluate the damage and discrepancies between the estimates. This was late 11/21. My lawyer continued to call UPC to inquire about final approval for the estimate. 2/22 they finally approved our estimate, and we began repairs. This was 5 months after we moved out. We were also out of pocket on cost-of-living expenses until late 1/22 due to delay in payments. For our cost-of-living expenses, we submitted the lease agreement 12/21. We received payment late 1/22. Every subsequent month required multiple phone calls to get reimbursed. We were also out of pocket on water mitigation, tree removal, and waterproofing the roof (around 18k) until 6/22. Our contractor submitted the bill for these items and never heard back from UPC. My lawyer resubmitted the receipts 2/22.These expenses were incurred 9/1 after the tree fell because the claims representative told me that it was my obligation to make sure no more damage happened to the house or they wouldnt pay. As of today, 2/14/23 we have not received the final installment of our money for approved repairs on our house, the cost of our grill, and the cleaning of our air ducts. It's been 531 days since the tree fell. We sent in our completion documentation when the repairs were completed but those documents, along with many others, were not uploaded to my file by my adjuster, *************************. In 8/22, my lawyer contacted UPC to see why the payment was delayed and he was told that *************** no longer worked for UPC and that my case didnt have an adjuster currently. I cannot get ahold of anyone who can explain to me why this payment is still delayed, and my lawyer is being told that the final approval is waiting on approval from a supervisor.

  

  Business Response

  Date: 02/22/2023

  Dear BBB,

  Thank you for the opportunity to address the insured's concerns.  Please note that payments have been made with respect to submitted documents.  Please note a detail of the payments, along with the statement and loss history are attached to this response.  Kindly ensure that our insured is in receipt of these items.

  Regards and respectfully,

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19404964
  
  I am rejecting this response because: Universal Property and Casualty have still not reimbursed my grill, grill cover, a child's slide and for the cleaning of my air ducts post construction. I've attached the receipts for these items that were never reimbursed though they were submitted. When the claim was first filed, I submitted multiple pages of itemized contents. The last sheet that had my grill, grill cover, and a child's slide on it. The actual cost (I have replacement cost in my policy) of the grill and cover was $1562.39, the slide was $34.00, and the air duct cleaning was $640. The total for these items is $2,237.38. I have attached receipts and the original claim form for these items as well as the receipt for the air duct cleaning. These were all uploaded to the portal and/or sent to my adjuster but never reimbursed. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/09/2023

  Dear BBB,

  Thank you very much for the opportunity to respond to the additional concerns from the insured.  Please note, additional payments were made, copies of which are submitted herein.  Please ensure the insured is apprised of this.

  Once again, we appreciate you reaching out to us,

  Respectfully,

• Initial Complaint

  Date:02/14/2023

  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.

  I am waiting almost 2 months (12/19/2022) for a call back regarding my Hurricane *** loss. They were quick with the first check but have not even returned my multiple calls to multiple Universal employees including **************, *********************, *****************, ***************************, and ****************************I would like to proceed with my repairs but I can't. My Claim # is FL22-0145652-A322 and I can be reached at ************.

  

  Business Response

  Date: 02/17/2023

  Dear BBB,

  Thank you very much for the opportunity to respond to this matter.  Our adjuster spoke with the insured and in order to proceed with additional review we request estimates.  The insured understands this and will provide them to us.

  Thank you again for allowing us the opportunity to respond, 

  Respectfully,

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19401067
  
  I am rejecting this response because: Finally communicating with me is the first in bringing this claim to a satisfactory conclusion. I await their processing of my claim.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 02/24/2023

  Dear BBB,

  Thank you for the additional opportunity to respond.  As advised, we spoke with the insured last week (Feb 16, 2023).  The adjuster requested estimates.  

  In our response, we advised that we spoke with the insured and request estimates.  Estimates are written details of the cost of work to be done, by suitably qualified individuals, being of reasonable detail of the scope of the work to be completed and including all materials, labor and other costs as applicable.  We look forward to receiving these in due course and note that the insured has uploaded information in the past and encourage them to upload their estimates for further review.

  Thank you once again for the opportunity to provide an additional response.

  Sincerely,

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19401067
  
  I am rejecting this response because: I sent a receipt for my lanai screens on 2/16. My lanai electrical short was repaired yesterday and I expect the invoice within a week which I will then forward to ***************************. I did provide 2 estimates for my windows and sliding doors on 2/17. I am waiting for 2 additional estimates for the windows/doors, one on Tuesday 2/28 and the other on Tuesday 3/14. Thank you.
  
  Sincerely,
  
  ***************