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:05/19/2025

  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 filed a claim with Universal Property who holds my current home insurance policy, on 4/26/25. The adjuster initially responded within a 1 week time frame, evaluated the home then told me if I have any questions or other issues to contact him. I called and emailed him at least twice each before finally getting him on the phone the 3rd time a few days later. I explained to him that mitigation started from the restoration contractors to control the water damage and mold in a closet and in the garage on walls. I gave him their phone number and he said that he would tryto reach out to them.Two weeks have passed since the evaluation and the restoration contractors have made multiple attempts to reach out to the insurance adjuster- he has been unresponsive on ALL *********** a customer who pays a premium to be provided with quality service and care when needed, the poor sporadic communication and carelessness for follow up is unprofessional and unacceptable. The restoration specialists are even surprised that there is such difficulty in getting a callback from the insurance adjuster, as they have worked with many insurance claims through their company in their 30 year history! I would like this issue escalated to Universal Property insurance so that the restoration company can do their job to restore my home to its original condition and to prevent escalating this further.

  

  Business Response

  Date: 05/29/2025

  Dear BBB,

  We have reviewed the claim. The claim was reported on April 26, 2025 and the inspection was completed on May 6, 2025. We received a mitigation estimate on May 20, 2025.

  Although we understand having a loss is very stressful, the claim process does take time. In this case, coverage determination was made within 30 days of the reported date.  

  We issued repair payment based on the attached estimate on May 21, 2025. We also issued mitigation payment on May 29, 2025 to address the invoice provided. We have reached out to the insured.

  Thank you,

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23352336
  
  I am rejecting this response because:
  The restoration company sent the estimate to Adjuster,but the check that arrived was significantly less than what they requested. The deductible was included but the gross amount was not even the amount of the estimate.
  I need explanations as to: 1. whether insurance claim will fully cover the cost of this particular damage given the circumstances and 2.provide me with better explanations as to what IS covered and whether or not I need to submit a new claim to cover each damage issue separately. 

  
  Sincerely,
  ****** *********-hills

  

  Business Response

  Date: 06/04/2025

  Dear BBB,

  The mitigation payment was based on the full invoice provided.

  The field adjusters estimate provides details of what areas were covered. We have attached it here. We are currently in receipt of a repair estimate. 

  Thank you,

  

  Business Response

  Date: 06/04/2025

  The mitigation payment was based on the full invoice provided.

  The field adjusters estimate provides details of what areas were covered. We have attached it here. We are currently in receipt of a repair estimate. 

  Thank you,

  Customer Answer

  Date: 06/04/2025

  The Restoration company provided me with the Repair estimate yesterday( service costs After mitigation)-I uploaded to the Insurance portal as of 6/3/25. Please see attached as well just in case. Thanks.

  

  Business Response

  Date: 06/10/2025

  Dear BBB,

  We acknowledge receipt of the repair estimate received on 6/302/25. The insured must allow time for review of the estimate. We will provide update one it is resolved.

  Thank you,

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  Our policy had went up we found another policy submitted all required. Documentation to cancel existing policy. We were recently informed.Our old policy was never canceled. Our mortgage has now paid out 2 separate insurance companies. We submitted all required documentation to cancel our first policy. And found out it was no not cancel because our escrowbalance is now in negative. From the mortgage company paying 2 separate policies we are requesting a refund from universal. They stated they will not refund us from the date. The policy started.

  

  Business Response

  Date: 05/29/2025

  Dear BBB,
  
  Thank you for the opportunity to address this matter. Please note, the first inquiry relating to the cancellation of the policy was received on May 19, 2025. Prior to this date, we issued a renewal offer on March 30, 2024, and March 30, 2025.  
  
  On March 19, 2025, the named insured called stating that the policy was cancelled last year. We explained that a request had not been received. The agent submitted the cancellation request the same day. Accordingly, a Cancellation Letter with an effective date of May 19, 2025 was issued. We will be issuing the corresponding unearned premium refund shortly.
  
  Please refer to the policy provision below which is included in the attached policy contract:
  C. Cancellation
  1. You may cancel this policy at any time by returning it to us or by letting us know in writing of the date cancellation is to take effect.
  
  The phrase is to signifies the prospective, not retrospective, nature of this contract provision.
  

  Although it is an unfortunate situation, we are unable to honor the request to backdate the cancellation because we have no record of receiving a request prior to 5/19/2025. Should the insured or agent have documentation to confirm the request was submitted prior to this date,they may submit for further consideration.

  Thank you,

• Initial Complaint

  Date:05/19/2025

  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.

  This company just loves to waste your time! My insurance claim check has gotten lost in the mail 3 times. On the third time they sent it out the first week of April, by April 15th the check was voided due to check expiration. Why in the world would you send a check with the same issuance date as the other checks??!?!! I called to have the check reissued and stated that I would like to overnight the check, they stated that I will have to pay for an overnight label and add it to the portal. Everything was added on May 9th. It is now May 19th and the check has not been mailed to me (I have been checking on the tracking everyday).I called Universal Property today, May 19th to ask for an update, I have now been on hold for over an hour! I originally called at 4:21 (1621) the company closes at 6pm (1800) my call was not answered until 5:20pm (1720). Despicable. Just to be transferred to the **************** which closed at 5pm -_-I will be calling again tomorrow for an update

  

  Business Response

  Date: 05/28/2025

  Dear BBB,

  We have reissued the payment as requested. We are truly sorry for the inconvenience. 

  Thank you,

• Initial Complaint

  Date:05/15/2025

  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.

  On March 9th policy was cancelled without notice. Check arrived for ******* on April 9th. Was deposited into account and paid back to Escrow. Eight days after the check cleared it was cancelled from insurance company. Which overdrew my bank account for payment to mortgage company. Have now called twice once on April 9th and was told check was reissued with no explanation. Then called well after the 15 business with no check in sight. Just to be told they could only reissue it again. So Still waiting and still suffering the financial hit from this check being taken away after receiving what is legally mine.

  

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to provide clarification and address the concerns and feedback presented by the insured in the complaint.
  
  Unfortunately,the insured property did not meet our underwriting guidelines. Consequently, on February 24, 2025, a notice of cancellation was issued for the policy,effective March 09, 2025. In accordance with the policy terms, a pro-rata refund was processed on March 24, 2025. However, the insured's agent of record sought reinstatement and submitted stop payment requests on March 28, 2025, and March 31, 2025.
  
  These details were communicated to the insured during a call on April 03, 2025, and a request to reissue the payment was processed. Accordingly, the refund was reissued on April 07, 2025. On May 05, 2025, the insured requested another stop payment, advising us that the prior refund draft had already been deposited but was not honored due to the previous stop payment. Subsequently, another stop payment was placed, and the refund draft was reissued on May 13, 2025.
  
  We appreciate the opportunity to respond to this complaint and trust that the information provided herein is helpful to the consumer, our former insured.

• Initial Complaint

  Date:05/15/2025

  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 had a tree fall on my home on 6/29/2023. I immediately filed a claim with the insurance company. They sent out an adjuster on 7/11/2023.The adjuster stated he would send an email with available companies to begin work. I never received an email or heard back from him. I was finally able to find a company on my own and they sent in an estimate to Universal Property on 10/2/2023. The company would not begin work until the insurance company paid for the scope of damages. Universal sent payment, minus depreciation, on 2/8/24. Work was started on 3/8/24 and fully completed on 4/10/24. I have spoken with multiple different people at Universal Property since work was completed on 4/10/24 and I always get the same response that, it is still in stages of review.I called in 4/23/25 and was told it has been in the same review for a year and they cant explain that. I was told it would be a week and I would be getting the final check or hear back. I called in 5/15/25 and it is still in the final stages of review. To date, depreciation has still not been paid. It has been over a year that work has been completed and Universal Property was given all they needed to send the final check.

  

  Business Response

  Date: 05/23/2025

  Dear BBB,

  We value our policyholders and appreciate their feedback. We have issued payment of $6,520.31 on May 19, 2025, and emailed the insured with the updated information.

  We are truly sorry for the delay and inconvenience.

  Thank you,

• Initial Complaint

  Date:05/14/2025

  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.

  Accident occur on 5/7/2025 my garage door was broken. I opened a claim and my case was assigned to an agent name ***** ******. I called and emailed him several in vain. I called the company no sign of solution. I feel like its a run around. I received a warning citation from the city Thank you ******* J

  

  Business Response

  Date: 05/21/2025

  Dear BBB,

  We have reached out to the insured and received an estimate for claimed costs. Based on documentation provided, we issued supplemental payment on May 19, 2025. 

  We have included payment details.

  Thank you,

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23328065
  
  I am rejecting this response because:
  
  
  - On my claim profile they said inspection. They made their decision based on what? they don't communicate at all
  - After talking to an agent , he asked me to go ahead a get and estimate from contractor.  I uploaded it into my profile and called the adjuster several , he did not answer or return my call. 
  - I also attached the screenshot of my profile showing the evolution " Inspection". How can an adjuster make a decision without inspecting the damage or contacting ? 
  - they are talking about payment of $700 made to who ? I am not aware of that.
  - I received a citation from the city, what they are doing is run around 
   - They called me once, because of the complaint coming from BBB
    I attached a copy of contractor estimate, Screen shot of my insurance profile.
  
  
  Sincerely,
  
  ******* Jeuwou
  
  Sincerely,
  
  ******* Jeuwou

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23328065
  
  I am rejecting this response because:
  
  
  - On my claim profile they said inspection. They made their decision based on what? they don't communicate at all
  - After talking to an agent , he asked me to go ahead a get and estimate from contractor.  I uploaded it into my profile and called the adjuster several , he did not answer or return my call. 
  - I also attached the screenshot of my profile showing the evolution " Inspection". How can an adjuster make a decision without inspecting the damage or contacting ? 
  - they are talking about payment of $700 made to who ? I am not aware of that.
  - I received a citation from the city, what they are doing is run around 
   - They called me once, because of the complaint coming from BBB
    I attached a copy of contractor estimate, Screen shot of my insurance profile.
  
  
  Sincerely,
  
  ******* Jeuwou
  
  Sincerely,
  
  ******* Jeuwou

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23328065
  
  I am rejecting this response because:I am rejecting this response because:
  
  
  - On my claim profile they said inspection. They made their decision based on what? they don't communicate at all
  - After talking to an agent , he asked me to go ahead a get and estimate from contractor.  I uploaded it into my profile and called the adjuster several , he did not answer or return my call. 
  - I also attached the screenshot of my profile showing the evolution " Inspection". How can an adjuster make a decision without inspecting the damage or contacting ? 
  - they are talking about payment of $700 made to who ? I am not aware of that.
  - I received a citation from the city, what they are doing is run around 
   - They called me once, because of the complaint coming from BBB
    I attached a copy of contractor estimate, Screen shot of my insurance profile
  
  Sincerely,
  
  ******* Jeuwou

  

  Business Response

  Date: 05/28/2025

  Dear BBB,

  We have reached out to the insured to provide further information.

  Please note, the estimate provided is less than the applicable deductible of $5,771.00, therefore, no additional payment is owed at this time. Due to the nature of the loss, a virtual inspection was completed based on photos provided. We have included a copy of the estimate.
  

  Thank you,

• Initial Complaint

  Date:05/13/2025

  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.

  This insurance company has been making my family lives miserable.I opened a claim in the beginning of December till today we have not heard anything about any repair until recently when they paid the demo company who they gave the ok to work in my house .So basically they sent a check to the demo company and left us hanging for 5 months .my house smells like f**** because of the toilet that was ********** family stayed in the cold house all winter long because of the heating system leak . Now that its getting warmer the house is unlivable again because of the smell .They have the audacity while the claim has no movement to increase the premium by $250 .At this point I need my house repaired or there will be a lawsuit

  Customer Answer

  Date: 05/13/2025

  These are the latest emails and they did not give me a check for the repair they only paid Servpro the demo company 

  

  Business Response

  Date: 05/21/2025

  Dear BBB,

  We issued supplemental payment on May 20, 2025 based on the attached field adjuster's estimate. We have provided the insured with payment information. We have attached a copy of the payment statement and undisputed payment letter.

  Thank you,

   

• Initial Complaint

  Date:05/13/2025

  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.

  On8/28/24 lighting hit a tree outside my home and fell the whole length of the roof collapsing trusses and drywall inside my home. Within a short few days the appraiser texted me saying he would be out with a gentleman meeting us at my home to determine what was salvageable. After speaking with both they assured me everything would be taken care of as I also had 2 cars damaged being overwhelmed. As time went by at the beginning of Dec I called the adjuster and asked about my contents only to be informed it had been taken care of and closed. I was horrified! She sent me a copy of a bill (just under $25,000) for service performed by A ************ Who would approve a bill with only textiles and no furnishings? When contacting the person who performed this shoddy service charging an inflated bill filled with fraud & asking about my contents he claimed he submitted an inventory of my loss items. After many months I able to get what little things he had. Even my agent tried to email,call &message my adjuster in mid Dec.with no return response from the adjuster Finally 2/3/25 she contracted me &allowed me to submit my true loss inventory. I also sent a email to Universal fraud **** explaining this gentleman is fraudulent and a claim with Fl Ins Fraud is open with much documentation (the *** called the appraiser to get information on my case) It was only then after speaking with the detectives did the appraiser contract me about my contents loss offering to help me do a inventory of my loss) At that time I informed him I had already submitted a inventory. On 2/24/25 I received a email from the adjuster saying the appraiser had the file. On 3/27 after contacting the appraiser he claimed to have approved it sending it up for final approval. Even my housing fund was shorted me by almost $2,000 that I will need as my whole top of my house (trusses) is finally being replaced now. Trying to even speak to someone from Universal is almost impossible no matter how you try.

  

  Business Response

  Date: 05/21/2025

  Dear BBB,

  Please note, we have reached out to the insured and provided coverage information. Accordingly, we issued housing payments, payment for the stove and payment for contents. We have included payment details.

  Thank you,

   

  Customer Answer

  Date: 06/01/2025

   
  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:05/12/2025

  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.

  1.Opened a claim with Universal *********************************************** on November 19, 2024, for water damage.2.**** ********, inspector, visited the condominium on November 23, 2024, and took pictures.3.We submitted all estimates and pictures of property damage.4.**** ***** from ********* **** Insurance has been contacting Universal Property *********** correspondence from Universal Property despite frequent follow-ups. 6.Universal Property repeatedly stated the adjustor would contact, but no contact has been made.7.On March 18, 2025, Universal Property claimed the issue was escalated to upper management, yet no contact followed.8.Received two checks recently totaling $14,000, but incurred $35,000 in expenses.9.All repairs were completed by February 1, 2025. 10.Seeking compensation for the loss.

  

  Business Response

  Date: 05/23/2025

  Dear BBB,

  We have reached out to the insured to address concerns. We also provided undisputed payment information. The insured will be reviewing the field adjuster's estimate with their contractor and get back to us.

  Thank you,

  Customer Answer

  Date: 06/18/2025

  Dear BBB, 

  We have waiting for a final proposal from Universal Property and Casualty for the last two weeks.  We have called almost every day and have left messages and also asked our personal insurance agent to get upper management involved.  ***** ******** has not answered his phone or messages so we want the Better Business Bureau to contact them and ask whats up??

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23317103
  
  I am rejecting this response because:I spoke with ***** McGreery with Universal Property & Casualty on June 2, 2025, and he assured me I would receive a response by Friday, June 6, 2025, regarding resolution of this ongoing issue. Unfortunately, I have yet to hear back from him after me making multiple follow-up calls and leaving multiple messages for him to call me back. It is now June 24, 2025. This lack of follow-through and deceit has been a recurring issue with both ***** and Universal Property & Casualty throughout our entire insurance claim process. Thank you, **** ******
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/25/2025

  Dear BBB,

  We attempted to contact the insured on June 23, 2025, unsuccessfully. We will continue our efforts until we reach the insured. If possible, we recommend the insured reply to the adjuster's email with best time of availability and confirming the best phone number.

  Thank you,

• Initial Complaint

  Date:05/02/2025

  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.

  Re: Claim #MA25-0100026- On 1/9/25 a pipe burst in the attic causing significant water damages to the home. A claim was filed. Since submitting claim, insurer has sent out two letters requesting information, 2/28 and 3/26. The requests were fulfilled via upload between 1/29 thru 4/3/35. (4 separate uploads).After numerous attempts to reach claim adjuster via phone and email, 4/15/25 reached ***** via phone but have not been able to speak with her again since despite several phone calls made. An adjuster has been out but no updated status or checks have been issued to make repairs. Of particular concern is the mold accumulation and subsequent costs to remove the mold, since there has been such a long delay for repairs to happen. Initial mitigation was done at the home owners expense. So far, the experience with this claim process has been unreasonably drawn out. Immediate action from insurance company and payment for repairs is needed to prevent further damage.

  

  Business Response

  Date: 05/14/2025

  The feedback provided in the complaint is appreciated. However, the Company respectfully disagrees and notes that an investigation must be completed before a coverage determination can be made. Due to the nature of the reported loss, documentation was requested to further our investigation. As noted by the insured in their complaint, the required documentation was not submitted until April 3, 2025. Additionally, we have thoroughly reviewed the claim process and specified the permissible timeframes for evaluation with the insured on multiple occasions. Coverage was issued on May ******. Considering the date of receipt for the requested documentation, our response time was appropriate and within statutory parameters.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23277787
  
  I am rejecting this response because: the issued coverage amount is not enough to cover the actual damages to the interior and exterior of the home. Also the delay in issuing the coverage may lead to further expenses for repair. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/04/2025

  Dear BBB,

  Universal stands behind its determination on the alleged claim and maintains the Insureds claim was properly investigated and adjusted in good faith. While an insurance company is required to settle claims that should be settled, it is not required to settle claims that are legitimately contested. The subject policy does not provide that a carrier must accept whatever estimate for repairs it is provided.

  Nonetheless, the insured may submit further documentation such as an estimate with supporting documents of any claimed additional costs.

  Thank you,

  Customer Answer

  Date: 06/11/2025

   
  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,
  
  ******* *******