Reviews

Review Details

• Review fromNicole W

  Date: 07/28/2025

  1 star
  In March of this year we had a sudden, hail storm, just one of those rare storms that came out of no where. We had a lot of damage to our roof, as did our entire neighborhood. We have been denied twice and every time, the adjusters will not return any of our emails or phone calls. They just ignore us and refuse to even communicate. We have had three adjusters now, every single one doing the same thing. We have even hired a private claims person, to gather all evidence. We have more than enough to show our damage, but the company refuses to even call us back. Won't even call our private guy back. They just do not do their job.

• Review fromBarrington W

  Date: 07/22/2025

  1 star
  What else can I say other than this is a horrible company that my client has. Ive done a complete rebuild and mitigation on my clients bathroom for over 6 weeks and this insurance company has yet to see in and give me answers on payment. Ive called them several times and they are extremely rude and unhelpful. In particular ****** *******, my adjuster, is one of the most carefree and rude, unprofessional person Ive ever spoken to. Very sarcastic when being spoken too. A overall horrible experience doing business with. I recommend NOBODY has them for their insurance as a company and NO contractor does business with them!
  

  Universal Property & Casualty Insurance Company

  Date: 07/26/2025

  We value your feedback and wish to clarify our position regarding the statements presented. We have notified the complainant of the receipt of the documentation mentioned and have requested adequate time to perform a comprehensive review in accordance with policy and statutory requirements. We are pleased to confirm that, as of July 25, 2025, payment has been issued to address the submitted estimates and invoices.  
  

• Review fromAntonio H

  Date: 06/29/2025

  1 star
  On May 20, 2025, my home experienced serious water damage. I submitted a claim right away, trusting this insurance company to support me. Its now been nearly 30 days and I have received no updates, no calls, and no email responses.Ive called and emailed multiple times using the contact information they provided, and have gotten nothing back. It feels like they simply do not care.This company is extremely unprofessional and clearly only cares about collecting premiumsnot about you, your home, or doing whats right.Ive felt ignored, abandoned, and deeply disappointed. At a time when I needed help most, they were completely silent.Please avoid this company. I wouldnt want anyone else to feel what Ive felt through this experience.Rating: 0 out of 5
  

  Universal Property & Casualty Insurance Company

  Date: 07/09/2025

  Dear BBB,

  We appreciate the opportunity to address the concerns raised in this complaint. Please be advised that a thorough review of the insureds claim was completed following the reported water damage. A coverage determination was made in accordance with the terms and conditions of the insureds policy, and two payments have been issued to address the covered damages.
  Our team has reached out directly to the insured to discuss any outstanding concerns and to provide further clarification regarding the claim process and the resolution.

  While we value and consider all feedback from our policyholders, we respectfully do not agree with the characterization of our company. We remain committed to serving our customers with professionalism and addressing their needs promptly.

  Sincerely,

• Review fromAustin S

  Date: 06/23/2025

  1 star
  Universal managed to turn my unfortunate circumstance to a living nightmare. Between the long wait times and my claim being escalated for nothing to ultimately happen, these guys are professional at wearing people down. Agents never answer the phone and never return calls. I actually had my agent pretend her AirPods were dying to dodge a phone call and she never returned it. Fast forward to a year and a half down the road and the checks are still being processed. Do yourself a favor and use somebody else.

• Review fromChad P

  Date: 06/09/2025

  1 star
  The customer service and claims department for United Properties are terrible. We entered our claim on Mar 15th, we did not receive an inspection until we had to escalate to a manager since it was taking so long. They hired a 3rd party to complete the inspection, which was done very quickly. Since the initial claim, our roof is now starting to leak into our house. Today is June 9th and we still have not received any updates other than it is under review. We were told in May that it could take up to 30 days for review. That time has come and gone and still no response.
  

  Universal Property & Casualty Insurance Company

  Date: 06/17/2025

  Dear BBB,

  We appreciate the insured's feedback. Please note, we have completed our investigation and reached out to the insured.

  We appreciate the insured's patience.

  Thank you,

• Review fromDietra S

  Date: 06/09/2025

  1 star
  Due to last tornado , ripped my chimney to now it is leaning. was denied due to adjuster did not think it was hail or wind damage. said it was my roof includes both as one
  

  Universal Property & Casualty Insurance Company

  Date: 06/17/2025

  Dear BBB,

  We appreciate the insured's feedback. We have reached out to the insured and scheduled a reinspection. We will review further and provide update to the insured shortly.

  Thank you,

• Review fromMayra B

  Date: 06/09/2025

  5 stars
  I needed help with making a payment. I called and was transferred to Ms ********** *. She was very professional and sweet. She was able to process my payment. Thank you **********. You are great.
  

  Universal Property & Casualty Insurance Company

  Date: 06/11/2025

  We appreciate your feedback and are pleased you had a positive experience.

  Thank you,
  

  UPCIC

• Review fromMark G

  Date: 06/06/2025

  1 star
  Terrible customer service. You cannot get past the low level gatekeepers. No one will return your call. Our roof needed to be replaced after the hurricane. We had to pay ******* out of pocket for the deductable. ****. We were prepared for that. We had a replacement rider so we expected the insurance company to pay the balance less *******. That didn't happen. It took 60 days for a check to finally show up in our mail box. Nobody reached out to us. The check was for the depreciated value of the roof. We had to cough up the additional ******** dollars to get the roof repaired. A brief explanation in their letter with the check said something about recoverable and non-recoverable depreciation. With no explanation. We had to ****** it. Upon learning about recoverable depreciation we sent them the necessary paperwork. Crickets. It's been weeks. Nothing. They said the sent it to the escalation department. Still nothing. We did everything right. What should have been a straight forward claim has turned into a nightmare. Not a happy camper.
  

  Universal Property & Casualty Insurance Company

  Date: 06/11/2025

  Dear BBB,

  We acknowledge receipt of your complaint and appreciate the opportunity to address the insureds concerns.
  

  First and foremost, we wish to express that we respectfully disagree with the statements made in the complaint. To ensure transparency and clear communication, we included a letter with the payment that provided detailed information regarding recoverable depreciation. This letter outlined the process, and the necessary documentation required to release the recoverable depreciation amount.
  

  We confirm that the corresponding documents were received on April 24, 2025. The recoverable depreciation amount was released on June 11, 2025 within the permitted time frame.
  

  Sincerely,

• Review fromMarnee J

  Date: 06/04/2025

  1 star
  There are not many good insurance companies out there, and Universal Property & Casualty Insurance Company is no exception. Are they the worst? Not from what I've heard about some other companies, but they are certainly not the best. And my situation is not as horrendous as some I have read. After being with them for almost 7 years, and paying into the policy (which the cost doubled within that amount of time) assuring me that my property is covered when damage occurs, multiple claims have been "partially denied" and the repair estimates never encompass a full repair amount (it's always somehow less than the amount of the deductible). When I made a recent claim for storm damage to my roof it took well over a month for them to just come back and say "coverage does not apply to the loss. Therefore, we must respectfully deny the claim". This insurance company finds any reason to deny your claim or not pay the full repair cost and delay the process. Not once did I receive any contact from the insurance agents or the claims adjuster for any updates even when I was told repeatedly that I would hear back "within 5 to 7 business days and "it usually takes 7 to 14 business days for them to contact you" and "I'm sending an internal message to the adjuster to contact you". And I hear nothing, just to find out that my claim was reassigned without me ever being informed. I've heard this can be a common issue with insurance companies, but that doesn't make it ok and they need to be held to higher standards. I will say, at least the representatives answer the phone when you call but that is about it. I honestly and earnestly recommend for anyone looking into insurance companies, to NOT go with Universal Insurance. I should have read reviews before going with them. It has been a huge regret on my part.
  

  Universal Property & Casualty Insurance Company

  Date: 06/10/2025

  Dear BBB,

  
  We appreciate the insureds feedback. While we respectfully disagree with the characterization of our company, we want to assure the insured that their feedback has been heard and considered.
  
  The claims submitted were thoroughly investigated and adjusted in good faith,based on the terms, conditions, and coverages outlined in the policy. At this time, we have not received documentation that supports a full roof replacement or that demonstrates damages exceeding the applicable policy deductible.Without such supporting evidence, we must rely on our inspections and policy guidelines in determining coverage eligibility.
  
  Sincerely,

  
  UPCIC

• Review fromPhara/Roosevelt F

  Date: 05/30/2025

  1 star
  A pipe burst in my basement and right away I field a claim due to all the damage. An adjuster called after leaving her messages and emailing her to tell me my policy does not cover flood. I spoke to my insurance *** and we tried to contact her to let her know this was not flood causing by rain water coming in. She never picked up or email us back. We spoke to a customer service agent who told us they will escalate the matter and send her a message to call us back and she completely ignore us.
  

  Universal Property & Casualty Insurance Company

  Date: 06/06/2025

  Dear BBB,

  We appreciate the insured's feedback. We left a voice message for the insured to provide determination information. Although we understand this is an unfortunate situation, the terms and conditions of the insurance contract dictate whether the cause of loss reported is covered. In this case, coverage was afforded for the damage caused by a plumbing leak, however, the policy of insurance provides coverage for damage arising only from specific named perils listed in the policy. The damage to the property did not occur as a result of any of the perils listed as covered in the policy. Therefore, coverage was denied.