Frontier Insurance

Before taking out a policy with Frontier read all the reviews below. There is a common theme amongst all who have tried to make a claim – Frontier will do everything they can to welch out of paying. They hide behind having no call centre (for them or their claims management company) and do not respond to email. I logged a claim in June for a leaking pipe and here I am a week ahead of Christmas, 6 months later with no central heating and 2x young children under the age of 12. They are apparently investigating previous undisclosed claims (which weren’t claims) and have provided no update on how long the investigation will take. Quite what is taking so long I don’t know. I have provided all relevant information and still no response. I have offered to help with the investigation but still no response. They will no doubt respond to this review in a timely manner with empty, meaningless words thanking me for the feedback and say they’re trying to improve their services. But nothing will change and I’m still left in limbo with no progress to my claim. All the good reviews they have are from people saying they provided a good price. They’re happy to take your money until you need to make a claim and then it’s worthless. Our case is now being investigated by the Financial Ombudsman. Don’t make the same mistake I did, save yourself time and stress by insuring with someone else. Avoid at all costs.

AVOID AT ALL COSTS. I contacted Frontier Insurance regarding a claim my neighbour was making via her insurance company for a tree that feel down and ruined some of my garden. As a process, my neighbour's insurance company required details from my insurance company. This is where is starts.... As Frontier Insurance has no direct line, the best way is via chat. I explained the situation and clearly stated (I'M NOT CLAIMING). I was told via chat that I would need to submit a claim in order to move forward in which I did. In the claim I clearly stated once I again, I was not claiming, my neighbour was. I was not looking for any payout as the damage was being covered by my neighbour. 2 weeks pass and I hear from the insurance company, not Frontier Insurance but another company who the claims get passed on to. First off, it turns out that even after 10 months, Frontier Insurance had not passed on my new address to the claims company, I had to do that, very big red flag there. Since then nothing has happened, no communication from Frontier Insurance apart from a nice letter confirming by policy premium was increasing from £521 to £1,861 due to my recent claim. My question (in which they could not answer), how can you calculate a premium increase on a claim that has £0.00 payout, there has been no visit of valuation. Even if I was claiming, Frontier Insurance did not know the extent of the damage. I then proceeded to speak to someone on chat who confirmed that my claim clearly stated that "I WAS NOT CLAIMING" yet in their eyes I was claiming. Surely, if I was to claim alongside my neighbour, would this not be classed as insurance fraud, getting 2 lots of payouts for the same claim. However it's perfectly fine for an insurance company to charge you an extra £1,300.00 for a claim that has no value, no visit and no proof of damage. One rule for us consumers and another for them who hide behind a online chat screen. Another thing, I requested all chat transcripts each time I was on chat, so far I have receieved none of them. I can see from the recent batch of reviews that I'm not alone in this. Please do not make the same mistake as I did and submit a claim when told to do so....

Watch out! This company is grossly misleading their customers. They are the epitome of an insurance company who scams innocent individuals. You may think you have taken out a comprehensive insurance policy but their paperwork does not correspond to the cover and they conceal details to trick customers into thinking they are protected. Additionally, it is not possible to speak to them on the phone and their customer service team via chat are rude and dismissive. This is a company that needs investigation.