Universal Property & Casualty Insurance Company
reviews and complaints

I was a customer of Universal Property & Casualty since 08. When I switched home owner's insurance in 01, they failed to refund my premium. I was a customer of Universal Property & Casualty since 08. I switch home owner's insurance in 01 to State Farm to add my vehicle insurance and bundle overages as Universal does not offer auto insurance. I was unaware of the need to notify Universal of the switch as the insurance is paid through an escrow account and State Farm notified my lender of the switch. I'm sure millions of Americans switch insurance providers frequently and that it is an expected courtesy between carriers to back-date policy changes. Unfortunately, Universal decided to railroad me as customer during a world pandemic and not provide this courtesy. This caused my lender escrow account to be short approximately $800 and due to the shortage the lender requires two months of expected escrow payouts upfront, which comes to approximately $1440 escrow shortfall for the year. My mortgage payment has increase $120 a month due to Universal's unethical practice. I never missed my mortgage payment through the pandemic, but now thanks to Universal's refusal to provide common decent customer service, I have to pay the extra $1440 out this year over 12 months. I do not approve of this practice as most insurance companies *** let you backdate a policy up to six months. I believe the public should be aware Universal's lack of care and acknowledgement of this practice as I was never notified via email or in writing that to cancel I needed to send in a signed Notice of Cancellation. The representative told me that they do not even backdate 1 day from the notice. Universal Property & Casualty, who has $1.3 billion in net admitted assets stole five months of home owner's premium from me and my wife who is a teacher by refusing to backdate the policy and refund my premium.

Universal Property and Casualty Insurance Company, Local Agent: Guidelight Insurance *** (Alternative Address: ***) was to provide renters insurance while I was living at my previous address: *** from 5 to 5 and renewed again for a period of 5/13 to 5/13/22. The cost was $150 for each year, paid as two one-time payments. Policy number: [protected].I never had to file an insurance claim with them and I am glad of that. Their local office proves wholly unprofessional and incompetent. I moved away from the insured address in August. Seeing as this insurance required one-time payments, I did not have any recurring statements from their office and assumed no further action was needed --essentially this meant that I was still insured for a property I was no longer living at. Around March 2022 I received a notice from their office that was forwarded to my new address to renew my insurance. At that point I called and spoke with ***, who was rude and infantilizing, of the *** office and told her that I am no longer interested their services, I no longer live at the insured address, and I need them to stop sending mail. *** had me docusign a form saying that I want the policy to be cancelled --a policy that should have been nullified once I moved away from the previous address in August . I signed it and requested I no longer be contacted by their office. Yesterday 5/20/22, I received mail from their office at my new address (120 *** in ***) AND I ALSO received another one of their policy holder's mail in the same envelope addressed to me. They do not care to protect my information nor others' and they also do not follow through with requests to stop contacting.

The Eye Wall of Hurricane *** hit our house for several hours. Fortunately our house was built well and still stands. The *** facing part of our house took a direct hit from the powerful winds. This part of the house has a gaping hole, 3 x 2 ft., where the wall meets the roof. This hole caused water to get into our bedroom through the ceiling during the storm. However *** and/or its staff is claiming they are not responsible for damages because, The interior damage observed to your dwelling occurred as a result of a roof leak. Water entered and aged and deteriorated roof system attributed to long-term wear, tear from exposure to the elements. There are no openings in a roof or wall caused by wind or hail through which the water and dirt and damage the interior of the dwelling. Lets start with the Hole. There is a Gaping Hole Caused by Wind, not a unicorn. 2 x 3ft wide. Kind of hard to miss. Aged roofing system attributed to long-term wear, tear from exposure to the elements. This roof isnt that old.. It seemed to hold up just fine on the other 90% of the house. Except the part that got hit by the Eye Wall of a Cat4 hurricane.. Even than it held together great given the circumstances. It is rated to withstand 90 mph winds on the outside of the wall/roof area. It did. Debris, and/or wind caused the soffit to be shredded. Not age. It was actually screwed down very well by hex screws. In fact there is a hex s*** still stuck in the *** with a torn piece of soffit still stuck to it. And *** its made of aluminum*** Everybody knows you use aluminum because it doesnt rust.. Its age whether its even old, mattered not the slightest. It was winds and or debris. There is literally a crack in my cinder block head high just beneath this. (Debris was flying) Plenty of proof in the pics, We have done all we could to negotiate a Very Fair settlement. Cant get a response. I have MS and am bedridden next to mold.

My bathroom claim was assigned to Alder Adjusting (I am a Universal policy holder). My claim was filed back in January. The claim number is FL22-0102475.My issues have been long. My claim was assigned to ***. *** and my contractor came to an agreement for the rebuild of my bathroom. Jarrets supervisor, *** then said that Jarrets assessment was incorrect - and that we needed to remove the demo portion from the quote. *** advised that the demo portion should be assigned to the *** portion of the claim. So, the contractor changed everything and *** signed off on the rebuild (after long negotiations). (Approximate 21K approval). So, now the rebuild has been approved.Ive been calling and emailing on an almost daily basis to get the demo/*** approved so we can finally start work. (Less than a $5000 estimate). Ive had to call my insurance agent to apply pressure to even get a one sentence email response from Alder staff. Last week, *** (the adjuster for the ***) told me on Wednesday, that he would have an answer on Thursday. Thursday comes and goes. No answer. I again call and email on Friday (to both *** and his supervisor Francois). On Friday, I get a one sentence response from *** that he has requested a few line item changes from the contractor. Today, my contractor calls me and advises that *** is asking for the demo to be removed from the estimate and be put in the rebuild estimate! Are you kidding me? It was your adjuster supervisor that demanded it be moved to *** in the first place. I am beyond frustrated. Ive requested that the supervisors, *** and *** call me tomorrow so we can get this resolved. I have not been able to use my master bathroom for almost 6 months. Ive tried to be patient and I have been. Ive tried to be polite and helpful, and I have been. I have literally spent hours trying to get your staff to even respond to me. Im begging for help.

This is a property insurance complain where I am insured by Universal Property Casualty Insurance company and they are refusing to cover storm damage which caused a tree to fall through the roof of our house, damage our 2nd floor deck, and *** unit. Another large tree damaged the gutters and back porch. While a 3rd tree fell and damaged our fence. We sustained property damage from the storm on June 17, 2022. As a result of the storm damage, my *** unit has stopped working and I had to purchase a window unit because temperatures are in the 90s while Im waiting on University Property and Casualty Insurance to pay the claim. This is in no way indemnification. A large oak limb weighing over 300lbs also fell onto my deck.The 300lb limb fell through my roof causing water damage inside my house, the limb broke my deck, hit the *** on the way to the ground. Another large tree branch also hit the other heating and cooling unit. We have estimates totaling approximately $40,000 to indemnify us from this storm. As a result, University Property and Casualty has offered us $5500 which is not enough to fix even one of the items that was damaged by the storm.Its not fair for us to pay our insurance premiums to University Property and Casualty insurance company for coverage in the event of a loss and then have University Property and Casualty insurance company collect and keep our insurance premiums and then blatantly refuse to pay this valid claim.Because of this storm damage, we no longer have air conditioning on the 2nd floor of our home, we have lost the use of our deck, we have broken fences and immovable tree limbs on parts of the house and in our yard. Universal Property and Insurance Company is refusing to pay this valid claim which is covered by our policy which includes the Replacement Cost Endorsement on the policy that we have been paying them for. This is unfair and they are not operating in good faith as required by law.

Filed a claim 10.16.20 still no response on 2.1.21 all they say is its escalation and a supervisor *** call second escalation still no response On 10.14.20 I filed a claim for loss of property with this company. Claim # NCXX-XXXXXXX I was told by Jay that a high call adjuster would call me. No one called I called back on 10.20.20 thats when I was informed that Caitlyn Fitzgerald would be handling my claim and her email address is ***@universalproperty.com and her ext 6752. And that I should go online and download the loss of items inventory form fill that out and email the document's to Caitlyn.I did just that emailed the document's and waited no email from Caitlyn no phone call from Caitlyn. So I call again her voicemail said Happy Thanksgiving she would be out the office all voicemails and emails would be answered in the order they were received. I waited till after Thanksgiving called back cant get her on the phone so the rep sent me to her supervisor voicemail I left him a voicemail STILL no call back from him. I was told then that Caitlyn never received the document's they we're too big so the rep told me I should go thru the web page and she walked me thru help me set it up. I uploaded the document's there and was told someone would be calling me two three weeks go by no call. I call again they tell me they received the document's on 12.16.20 and it takes 30 days to process. i call back on 1.17.21 because I still haven't heard from Caitlyn or her Supervisor. When I call back they tell me tbey sending it up for escalation a supervisor would be calling me 5 to 7 business days. i wait call back because its been sent up for escalation why hasn't anyone contacted me. Called on Friday its been sent up for escalation again and this time it takes 7 to 10 business days. The supervisor is never there to take the call and as of TODAY 2.1.21 I HAVE NEVER SPOKE WITH CAITLYN FITZGERALD OR A SUPERVISOR FROM UNIVERSAL PROPERTY AND CASUALTY INSURANCE

April 20, 2022 I experienced a kitchen fire at my residence. 4/23 I contracted Claims Rep *** to provide mitigation services for my residence. 5/4 *** Meteyor owner of Claims Rep *** and *** the adjuster assigned to my claim with Universal Property visited my home to evaluate the damages to the property. 5/11 I contacted *** for an update on my claim and there seemed to be a misunderstanding. He kept mentioning Meteyor, stating he had to consult with him and one of them would be in touch with me. 5/13 I contacted *** to clear up a concerns he had about the property damages and to explain Meteyor was only contracted to provide mitigation services and I requested all checks be mailed directly to me. 5/17 I received a mailed letter from Universal Property Insurance stating,In order to continue handling my claim the company was Proceeding under a reservation of rights. I contacted *** for clarification of the letter. The information had not been communicated to me. 5/18 *** requested I call him. He explained what the letter meant and he explained the document Meteyor submitted authorized himself on my claim and legally *** had to comply with the document. I explained the document submitted was not the document I signed with Meteyor and I never agreed to him providing services as a public adjuster. We discussed Meteyors negligence in the proceeding of my claim. *** and I both concurred Meteyor was operating in an unethical manner and agreed on how to move forward. 5/23 I paid movers to pack and remove all our belongings from my home and left the premises as the letter required.I informed *** we were out the residence, he assured my ALE(living expenses) would be sent directly to me without Meteyors name on the check. He stated ALE was outside the scope of Meteyors contract. 6/2 I informed *** I had officially filed a complaint with the *** on Meteyor do to his Continuance negligence and refusing to submit cancellation of contract.CONTINUE 1.PDF

Still awaiting final action on my uploads for this claim, FL21-0141153, have not heard back from the adjuster. Called *** and requested someone send an internal message, no response. Called and left message myself, no response. Emailed *** directly, no response. This went on for 2 months.Please have someone contact me with an update or pay the claim. Your website says fast service, this is not fast service (claim filed 11/25). After she finally got back to me, I emailed info to *** on 3/3/2022, uploaded docs requested on 3/30/22.I am filing a complaint with Complaintsboard.com regarding a lack of response from *** for ANY of the emails I have ever sent via their website other than auto generated ones from *** stating that you received my inquiry. Noticed LOTS of complaints on ComplaintsBoard.com. Noticed you answered the complaints, unlike my inquiries. I sent emails via your website on 12/16, 12/29, 1/7/22, 4/10/22, 4/11/22, 4/13/22, 4/14/22, and 6/6/22.Also filing this complaint due to Universal Adjuster Claim Issues; the adjuster works for ***, but *** acts as if the adjuster is a separate entity over which they have no say, that is not accountable to them for the work they have to do for their insured.Terrible comms cannot reach the adjuster routinely. Leave messages, no response until adjuster needs something. Sometimes was unable to leave a msg. Terrible communication, only answers after I reach out to *** to complain or needs something when she finally gets around to my claim.In April sent all info for claim regarding Personal Property and all docs to finalize claim regarding water damage repairs. No checks yet for either item as of 6/6/22. Confirmed amount due for the personal property end of April, approved by supervisor, then revised for like $30 less on 5/26/22, nearly 2 weeks ago, Still No Check. Company is located 35 minutes from me in ***, check should take 2 days to get to me.

This company has taken the longest to resolve my claim. It has been months and has been escalated to management more than once. Firstly, I filed a claim in September. I was dropped as a client shortly after that. Next, I resubmitted that claim, plus another in December . My file has been handled by more than at least six agents since then. Still, in April there is no resolution. They constantly claim that there is missing paperwork. When the paper work gets submitted, there is still missing paperwork. The only thing they should be missing at this point, is the deed to my home. They are now at the stage that they do not return my phone calls, regardless of the voicemails. This is highly unprofessional and in the meantime, I don't have the living conditions that they can go home to. As far as being dropped as a client, I was with them for twelve years before filing any claims. Now that I actually need services that I have been paying for, they want to behave this way. They can't come to a concrete answer as to why I was dropped either. First it was due to what someone said, next it was non-maintenance, then it was the construction. I asked for transcripts of our conversations, however that cannot be provided to me. I am the only one who has lived here since 2016, so to drop me based on hearsay makes them a less than reputable company. If it is construction, that is not my expertise. Furthermore, they found the construction of the home suitable to insure. Non-maintenance? I have maintained the home within my capabilities as a homeowner. As an insured homeowner, my insurance company should handle the rest, as I have filed a claim and submitted all supporting documents and estimates from a contractor. I am at the point of exposing them for their practices and needless to say, I am highly dissatisfied with how I have been treated as a client of theirs. Lastly, I *** provide any supporting documents to the complaintsboard.com separately as requested to go further with this complaint.

No response to claim filed. Staff is trained to put you off so they can delay claims processing. They should not be allowed to operate this way. Irma Hurricane Claim. Condo was severely damaged and couldn't be inhabited until recently. My 94 year old mother lives in the condo and has been renting for 2.5 years. Move in date was a few weeks ago, but we had to remediate for mold prior to her moving back in. Filed additional fungi clean up and rebuild claim 3 months ago and had field adjuster go out and verify it needed to be done. He said it was warranted, but that it should be under the original Hurricane wind claim and that he would move documentation to the right claim and close Mold and Fungi claim I opened on their web site. Of course, he did not! Have since spoken to other agents and got the claim correctly submitted, but now it's been an additional 3 months and cannot get the adjuster to call me back. Nickalus Latuche is adjuster assigned. Have left multiple voice mails and emails. Have called others as well who said they would have someone call me - which they did at 7:15 am on Monday 6.15.20 and woke me up to tell me who my adjuster was. When I told them I knew that and explained the situation, they said they would have someone get back to me within a couple of days and that they would handle this claim correctly? No one has called and every I call them, I get put into voice mail or have to hold for 30-45 minutes to speak to someone. We are out tons of money due to Hurricane Irma and it's damage and only expect to get back what is warranted by our insurance policy which yes, did have mold and fungi coverage. They should be ashamed of themselves making policy holders who pay high premiums for coverage and not moving faster on their claims and making customers go through hoop after hoop, week after week, month after month. It should be criminal how Universal handles customer claims. I *** also be lighting them up on Social Media if I do not hear from them within the next week with a satisfactory answer to this claim.

Adjuster is attempting to force us to accept a settlement without a thorough review because he let the case go past due. Called May 29th due to the discovery of mold and damage in our home. June 3rd- Contacted by *** Head (XXX-XXX-XXXX). *** advised me to send the rough estimate and to schedule a leak detection inspection. Mold remediation was discussed during this initial call, I was never advised there is separate process for repair and mold, never provided an additional number to contact to file a separate claim. June 10th- Leak detection scheduled and findings sent over. Rough estimate sent separately by GC. Several attempts to contact Mr. Head after June 10th by phone, messages left with no return phone call. June 15th- contacted the company about the unreturned messages to this claim. June 16th- Received call back from Mr Head with the following statements: 1. He advised that he had sent us a link for the portal to check status. I disputed this he admitted it was never sent. 2. He advised that he hadn't received the rough estimate, my husband confirmed it had been sent with the GC and Mr. Head then "found it" 3. Mr. Head then advised that he would need to schedule a FaceTime call to take pictures, pictures were already attached to estimate. June 23rd Received call that case was closed. Advised the payout would be $7000 (remediation alone is $4800).Reviewed estimate line by line and Mr. Head stated he didn't know there was mold, didn't know there was tile on the wall, advised that there was a separate department but did not know the number. He was trying to close the claim w/o thoroughly reviewing the estimate provided. He then readjusted the amount to $12,000 for the rebuild only, advised that a claim for mold remediation would be a separate department but could not provide a phone number or way to file a claim with that department. He wanted to close the case because it was past due and told me to just call back later for a supplemental reimbursement request. Have not heard back again even after filing a written complaint with the company on July 3rd.

Back in 2018 my family had two claims filed with Universal property casualty. The first claim was a Hurricane claim from Hurricane *** which damage our roof. The second claim was a water damage claim from our refrigerator. The refrigerator claim damage our floors and the cabinets which we got replace. During the claim process Universal *** suggested that I call a mold remediation company to remove the mold which I did. Few weeks later after the mold remediation company removed the mold, I receive a letter from them stating that Universal *** is acting on "bad faith" and that I would need to cover this $8600 ***. When I call the company they stated that a lien would be placed upon my house if Universal *** Insurance does not pay. Fast forward to 2022 and I have another claim. This claim is with my HVAC a/c. My drip pan and the drain line had a hole in it which caused water damage to my ceiling and my floors in my son's room causing the ceiling to collapse. My sons are currently displace because of this. You can clearly see where the water damage is coming from but some how Universal Property adjuster is claiming that my Hurricane *** and the Kitchen refrigerator claim are connected with my New claim which blows my mind. I've sent out countless emails and phone calls to my adjuster which I have not receive a responds from. This claim process have been a nightmare again. My claim was open on April 1 2022 and It is 5/17/2022 and I have not receive a Reservation of Rights letter from Universal *** within 30 days of this open claim but instead I was informed by customer service that I would receive a denial letter for my entire claim because the Hurricane claim which was dealing with my roof and the water damage claim which happened in the Kitchen was connected to my new claimed that collapse my son's room ceiling and damage his floor. I feel like this is bad faith and I am not being treated right

Universal property wont pay my claim for damage due to storm here in charlotte nc on 6/20 been fighting this for 9 months now.Help plea To: The Better Business Beurea of Fort Lauderdale, FL. Re: Claim # NC-XX-XXXXXXX Good Day Sir/Madam We *** and *** writing to file a complaint against Universal Property and Casualty And Alder Adjusting with same address of 1110 W Commercial Blvd #300 Fort Lauderdale FL XXXXX-XXXX on June 20th a storm came through Charlotte, NC did a lot of damages to our home fences and deck on the house. I reported the claim to Universal Property and Casualty soon after the storm. It took the adjuster 2 weeks to come to our home. after I have made several call. He came (Mike Prunty) came.The garage, fences and debris was covered while he was here. The deck he said had storm damages but he have to call the weather system to determined the wind speed before he can determined the value amount of damages. he also said it was written in his report that the deck was seperated from the house. it is also reported to his boss, he said. Several months have past I called the Alder Adjuster Co. about the claim for my deck she said for me to send the estimate to them I did they in returned send it to Universal Casualty and Property Insurance Co. 12/30/XXXX X months latter I called Universal Property and Casualty Insurance company in regards to my claim# NC-XX-XXXXXXX this is when Sandra said to me for the first time that I need to send a Rebuttal Letter for them to reconsider our claim.( I did exactly sent them a rebuttal letter) 2 and a half months have past no answer from them.called again the 1st week of march they said it being sent to an adjuster to revisit the claim. I needed to send a copy of the inspector report on the deck I did also ,His concern of the deck was the structual was the recomendation of hand rails which is not mandatory I called again on 3/19 was told tat the claim was assigned to Tasha Figueroa the new adjuster also denied our claim, For not having a smaller handrail and metal flashing near the gas line of the fire place neither have anything to do with the deck being seperated from our house due to storm dated 6/20

Renters Insurance Policy Discrepancy sold for $1,080 per year and today received same policy for $1,275 after it was paid in full on 3/11. On February 25, I contacted Mari Carrasquillo from Guaranteed Rate Insurance, LLC in Chicago, IL as I was looking for a Renters Insurance policy for my son's house located at 2418 Barbarossa Ave., Deltona, FL XXXXX and Ms. Carrasquillo was able to find us a renters dwelling policy with Universal Property & Casualty Insurance Co., and the total premium for the entire year was $1,080.00 which I paid with a cashier check #XXXXXXXXXX dated 3/11 for the renters policy that was effective 2/25 to 2/25. Today, (04/08), I received an amended renters after I had already paid this policy (XXXX-XXXX-XXXX) with some of the figures changed and the same policy went from $1,080 to $1,275. This is completely unacceptable and how can they change the figures after the fact. For example, on the $1,080 original policy, they had no assessment/surcharges ($0.00), premium for fire was $109, extended coverage was $822, hurricane coverage $466.53 and other coverages $613.47 and the policy was dated 3/19. On the amended one received on 4/08, there's assessment/surcharges of $195, fire $132, extended coverage $994.00, hurricane coverage $564.15, and other coverages $710.85 and the document is dated 2/25. The original policy became effective when I requested a *** which I received in the mail and the due date of the original renters dwelling policy was 3/26 which I detached the bottom portion and sent it in the mail with the cashiers check ($1,080) which is the amount they were charging originally. Now, I would like to know how can they accept the payment in full for the entire year and then turn around and say that the same policy is $1275. I am a senior citizen and I believe that this company is trying to take advantage of people like me thinking that I am not going to notice this scam. I am hereby requesting for Universal Property & Casualty Insurance Company to honor the original policy for $1,080.00 since it was obvious that this amount was offered to me since the very beginning and I have a Balance Due Statement that was sent in the mail to me that proves it. It looks like they are trying to take advantage of their new senior citizen customers. Your assistance with this serious matter is greatly appreciated. Thank you.

Delayed refund on condo policy I purchased a condo policy (XXXX-XXXX-XXXX) from Universal Property & Casualty Insurance Company on June 8, the coverage was supposed to start 6/17. I authorized Universal Property to withdraw my full premium of $1,252 from my bank account and they withdrew the payment on June 9. June 10 - I informed my insurance agent Squeeze Insurance that I want to cancel this condo policy because I found a better deal from a different carrier. The agent sent me the necessary paperworks to sign to officially notify Universal of the cancellation. I was advised by my new carrier's agent that insurance companies normally send refunds within 3 weeks. July 9 - I emailed the agent from Squeeze Insurance to follow up on how long does Universal Property processes refunds. The agent took the time to call the office to find out what's up. I also reached out to Universal that same week on their website to ask the same question about my refund status. My insurance agent was told that Universal *** process the check ASAP and that they were having a delay because of staff shortage due to the pandemic. July 15 - I received a Notice of Cancellation (see attached) from Universal - Date of notice was 7/9 even though my requested effective date of cancellation was 6/17. July 16 - I first got an email response from Universal's Director of Consumer Relations, *** Levin and was told the check was directly sent to me on July 10. I have not received any other physical mail from Universal since the Notice of Cancellation. I am signed up for USPS's Informed Delivery so I do get advanced notices if there's incoming mail. July 24 - I emailed *** Levin to tell him I have not received any check in the mail. He responds that the check was voided and *** be re-issued. Also assured me they *** FedEx the check overnight. July 27 - I emailed *** Levin asking for a FedEx tracking. I have an account on FedEx so I also get notified asap if there's incoming mail/package thru FedEx. July 28 - *** Levin responds that the FedEx has not gone out yet. July 29 - 24 hours after his email yesterday, I emailed *** Levin again for a follow up. I got an automated response that Mr. Levin is out of office until August 3. I have expressed to Mr. Levin that this delay has been very incovenient for me because I could use that $1,252 right now. They've had my money for almost two months now and I have never even used their coverage.

I filed a claim back on May 22, for suspicion of mold in my kitchen. Claim#FLXX-XXXXXXX, which still has not been resolved. I filed a claim on May 22 for suspicion of mold in my kitchen. Universal Property wanted to provided me about 9,000 (my deductible of 2500.00 included in the estimate) to repaid mold and replace my kitchen. From a portion provided, I paid for the mold repairs, which come to find out was under about 50% of my kitchen, if not more. I hired a property claim adjuster to help me with this claim, however he has been receiving the turnaround also. Universal wants me to sign a waiver to accept a settlement of 30,000 to relinquish any future claims on either my kitchen, bathroom (was repaired but they never updated their records) or roof. I filed a claim on September 14 for a possible roof leak. The ceiling in my garage was leaking and cracked. In addition, my daughter's ceiling (room located on the 2nd floor) was leaking. Universal Property Ins. sent someone out who said it was not my roof, but rather the AC causing the leaks. Universal paid to have the AC 'unclogged', the technical verbiage I was told was 'causing' the issue. The second claim I filed with Universal was regarding my upstairs bathroom, which was causing a major leak that went all the way through my family room ceiling. Universal paid out a claim to fix the upstairs bathroom and patch the ceiling in the family room. In total, this would only be my third claim with the insurance company. I am very disappointed and upset with the lack of professionalism and sensitivity that has been considered for my claim. My roof was never repaired. I have been without a kitchen for more than four months now. I have two children at home and have spent a fortune in meals to accommodate the lack of consideration that has been displayed on my case. I have had two mediation meetings canceled by the mediator because they made mistakes in their schedule and "double-booked." I was informed today that my mediation has now been rescheduled for December 3. At that time, I *** have been without a kitchen for more than five months. Since the raining season has started, the ceiling in my garage has started cracking again. Please help me understand how justified and legal it is for Universal Property Insurance to want me to sign a settlement for $30,000 and a clause releasing them from any future claims on my roof, kitchen, or bathroom. I appreciate your time and consideration when reviewing my claim. Thank you

I am filing a complaint against claims adjuster, ***, with Universal Property and Casualty Insurance. He lied about damage to my fence. On 02/06 I filed a claim (Claim # GAXX-XXXXXXX) with Universal Property and Casualty Insurance for damage to my fence from an overnight storm. On 02/09 *** left a voicemail stating he would be by to inspect the damage on 02/10 around 12 or 1:00 pm. I called him back and only got his voicemail, so I left him a message stating my daughter had an appointment that morning at 10:30 with the orthodontist if he could make it closer to 1:00 that would be great because I wanted to be there. While at the orthodontist, *** left another voicemail stating he was going to be there earlier than expected but it wasn't necessary for me to be there. He came by my house while we were at the orthodontist. I called him later after getting home and he explained to me that he was able to see the damage to the fence. I was concerned because you cannot walk the whole perimeter of my backyard because of my neighbor on one side has a chain length fence next to my fence. I wanted to make sure he saw all the damage because there was damage on all sides of the fence. He said he could and also stated he could see the new panels I had replaced from a storm in 2018. He was going to recommend 100 ft of fence to be replaced. Mr. Mays was not very friendly. He was short and to the point. I'm not sure if he did not like that I asked him questions but what he told me over the phone was not what he submitted to his employer. My claim was denied because *** stated the damage to the fence was damage sustained from 2018 that I had never repaired. I am just at a loss as to why he did that. I cannot help but feel he was not happy that I asked questions, I feel he clearly did not want to meet with me and came by my house at a time he knew I would not be home, and he intentionally lied about the damage that was done. I did submit a rebuttal and emailed more pictures of the recent damage and the panels that had been replaced in 2018. The damage from 2018 is on one side of the yard and the recent damage is on the opposite side of the yard. It is clear that it is not the same damage from 2018. I am very upset with Mr. Mays that he did that. I am also confused as to why he submitted what he did to his employer concerning my claim. I tried to have a different claims adjuster come by but was told once the claim has been denied they *** not send anyone else out to inspect the damage. I am waiting to hear back since submitting the rebuttal. All of this could have been avoided if he did not lie about the damage to my fence. It is very confusing because I'm sure he had to take pictures of the damage, or did he not? I am just very upset and confused about this whole incident. I hope that it *** get resolved soon with a good outcome so that I can get my fence fixed. That is why I pay insurance! I took pictures of the damage the morning we discovered it. I also tried to, with the help of my son, get the fence panels back up as best we could. I have 3 dogs and did not want them to escape. I also did not want the rest of the fence to fall. I explained all of this when I called to file the claim. The person I spoke with said that would be fine.

Universal Property is acting in bad faith by deliberately delaying my claim. They have failed to pay my claim within 90 days. I reported a claim to Universal for a water leak that resulted in extensive damage to my kitchen and a half bath on July 6.Claim FLXX-XXXXXXX. On August 24 I called for an update and spoke with CSR Audrey who advised that there was no adjuster assigned. My public adjuster followed up with an email to Universal on August 24 and asked that an adjuster be assigned. He resubmitted the supporting documents for my claim and asked that someone at Universal confirm receipt of the claim documents. There was no response. I called Universal again on September 2 and spoke with another CSR who advised the claim had not been assigned to an adjuster. I called Universal again on September 11 and spoke with Stefan who told me I needed to be patient because there was still no adjuster assigned. I asked for a supervisor and was transferred to a Reineke who told me that the claim would be escalated to a claims manager and a response provided within 7 business days. That did not happen. On September 17 my public adjuster called Universal as there had been no response from a claims manager. He was told on September 17 that the claim was going to be escalated. On September 22, ( 78) days after my claim was reported adjuster Kyle Giorlando was assigned. On September 25, in a blatant attempt to further delay the claims process the adjuster sent me a reservation of rights letter which said they had not received information requested. My public adjuster responded to their ROR on September 25 and noted that the information being requested had already been submitted. He also again notified them of information they were requesting that would not apply to the specific circumstances of my home and loss. I have had no kitchen in my home for over 90 days during a global pandemic. The carrier has been provided photos that document that as a result of the water damage I have no sink, no stove, no counter tops, no cabinets. Universal collects millions in premiums from its insureds. As I and my fellow Universal insureds with complaints were being ignored by Universal during a global pandemic their parent company boasted to their stockholders during their FY20 Q3 Earnings Conf. call that, "Through the second quarter of 2020, we have not seen a material impact from the COVID-19 pandemic on our business, our financial position, our liquidity, or our ability to service our policyholders and maintain critical operations... " I'm sure they *** have an equally glowing report during their third quarter call, which is open to the public on October 28.The majority of the complaints on the Complaintsboard.com with regards to Universal show a consistent practice of delayed responses and ridiculously low ball offers. The generic responses from Universal of, "It's unfortunate ..." show a callous disregard for customers who are having to go through the demoralizing process of essentially begging someone, anyone, to assist them in getting a service that they paid for. It's unfortunate that Universal can have a business practice of not returning customer calls and responding to their emails and then blame their non response on their insured for having sought the help of a public adjuster to assist them due to the amount of time and effort it takes to get any response from this carrier. It's unfortunate that Universal does not assign someone timely to adjust the claims presented to them on an individual basis that considers the specific facts of the loss. How many of the complaints on here could have been resolved if someone had taken the time to review the file and call the insured? It's unfortunate that Universal has determined that it is more cost effective for them to be reactive vs. proactive when it comes to their claims handling and only fairly resolve claims that involve media exposure and/or litigation. It's unfortunate that Universal has chosen to act in bad faith.

Universal Ins. received payment from *** Bank on a homeowners insurance policy that had recently been canceled.they are now refusing refund X-XX-XX *** received an email from *** from Talbert Ins/Universal saying they needed new mortgage comp info bc it had recently changed lenders and they wanted to *** them.*** called and spoke to *** the same day and informed her they did not need the new info bc we recently changed Ins.Companies she then said ok I *** take care of it he asked if he needed to do anything else and she said no I *** take care of it for you.Universal received payment same day from Mortgage Comp *** in amount of $1454. We received a statement in the mail claiming we owed Universal money in May .Stacie *** called the agency several times and left messages and finally talked to Kisher and asked what the *** was for that we no longer had Ins.with them and haven't in 8 months.she stated she never received a cancelation notice from us and I told her about *** speaking to *** 8 months ago she then stated she saw in ***s notes he had called and canceled on X-XX-XX and she would email a cancelation notice.Stacie wrote a note on the statement received and sent it to Universal explaining they needed to update their record bc we did not have ins and haven't since X-XXXX. We received a cancelation notice in the mail dated X-XX-XX reason for cancelation policy holder request. We received another cancelation noticed dated 7/2 reason for cancelation non-payment of premium ($54.00) due 6/10. We never receive a cancelation notice to sign We received a letter from our lender *** 0n X-XX-XX stating our escrow acc.is neg.with further investigation we figured out it is bc the lender paid Universal Ins.and our new Ins.Comp within a week apart.This is the first we knew of anything being wrong.Stacie then called and spoke to Kisher on X-XX-XX told her the situation and she read to her the notes she had in her computer and said yes it says right here *** did call on X-XX-XX and canceled the policy I asked her to send me a copy of the notes and she said she couldn't she said she needed cancelation notice and emailed us one to esign we sent it back with declaration form from new Ins comp as asked she then said yes its our fault I *** take care of it I promise. XX-X-XX Kisher sent email saying they could not give refund bc it had been over a year and they did not receive signed cancelation form.Stacie sent email to Kisher with no response so she then called and spoke to Kisher and got the underwriters info she then called and spoke to someone at Universal(Crystal) and was inform that we can not get a refund bc the agency is the one that dropped the ball and did not do there job and they did not receive a signed cancelation form from us or the agency. I stated that is was not our fault and something needed to be done and she refused to help or do anything she then hung up on me so I called back and spoke to someone in Customer service(Patrice) he had me forward him the original email from *** from 9-19 and he said he planned to call the agency the next day and get them to tell him what the notes said.I did not hear from him so I sent e-mail on 10/5.I called and spoke to someone else at Universal I was told by this person that I could not get a refund bc they are the comp and Talbert is the Agency working for them and Talbert is the one in the wrong bc they did not provide Universal with the proper documents to cancel our policy.I then stated that this is wrong of them and I would not have two policies covering my house from two different companies and he said its normal for people to do and its done all the time I tried explaining to him over and over the situation and he refused help only stating I needed proof I told him about the notes the agency told me they had and he refused to call and ask about them saying I had to.Patrice emailed me back on XX-X-XX and stated he talked to the agency and they told him what notes they have but that they did not prove we canceled the policy.email him back with no response