Frontier Insurance

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Reviews

1. David Walsh ★☆☆☆☆

   AVOID at ALL costs, if could leave negative stars would - quite happy to take your money but when it comes to a claim will do everything to try and get out of paying out on specific words. Insured my expensive laptop on specific possession declaration part of policy which they accepted and raised premium for and now trying to avoid paying out when was stolen as I their words "A theft of a specified item can only be considered if the item is being worn or carried by you.” so what someone has to steal a laptop out of hands to be valid? Awful, do not use, have complained to FCA. Customer service awful, outsource to a claims management company Evolution who are so rude A laptop is never “worn,” and it is only “carried” in the literal sense for the few seconds you physically lift it. If the policy only covers a laptop at the exact moment it is in your hands, then it effectively means a theft claim is impossible, because: You don’t carry a laptop while you use it, what about when in office or using it on a public place, you don't hold it in hands using it You don’t carry it while driving You don’t carry it while paying for parking, loading the boot, checking into a hotel, in an compartment on train etc Interpreted literally, the item is only covered for a few seconds per day. That cannot reasonably be the intention of “Specified Possessions” cover designed for use anywhere in the UK. Awful DO NOT USE

   1 month ago
2. kalpesh shah ★☆☆☆☆

   What a joke this insurance company is. Happy to take your money. An absolute joke when you need to make a claim. They do not even deal with the claim, it's dealt with a third party company called Evolution , who are even worse. They sent a surveyor out , who surveyed the wrong property. Tried explaining this to the children at Evolution, but as usual , reading of a script and kept telling me to wait for the report. The report for the wrong property. Made me laugh though !! Frontier replied .... here is the problem, even before replying to this review, they did not check with Evolution claims management, who they employ and check the details. They surveyed the wrong property ! They surveyed my neighbour, instead of me. How embarrassing ! Thank you for taking the time to share your feedback, and we’re genuinely sorry to hear about the frustration you’ve experienced. We understand how important it is for a claim to be handled smoothly, especially during an already stressful time. We would like to clarify that the correct property has been surveyed. The survey has taken place, and the information currently being processed relates to that visit. I can see that our claims team updated you yesterday to confirm they are currently awaiting a full survey report from the attending surveyor. As soon as this is received, they will be in touch. We expect this to be today. We fully appreciate that you are keen to progress your claim, and we assure you that our claims team is working hard to move things forward as quickly as possible. Each claim is unique, and depending on the level of information needed, the process can sometimes take a little longer than expected. Thank you for your patience and understanding. Your feedback is valuable to us, and we're always striving to improve our services. Please feel free to reach out via live chat or email for any further assistance. This was the reply. This was two days ago.. Still nothing ! What a waste of time.

   almost 2 months ago
3. C W-F ★☆☆☆☆

   Total scam of a company. We are in the middle of a claim regarding an urgent issue in our house, and we are having to deal with Frontier's claim management company, Evolution. It is without a doubt and singularly by far the worst customer service experience we've ever encountered. The incident occured in July and 4 months in and numerous calls later, we still don't know whether or not coverage will be given and it's an issue that affects our daily activities in the house. This has been exclusively down to the the appalling service from Evolution. They don't answer emails, they don't call back (despite promises), we are passed from person to person and nobody seems to know what's going on at any given time. Their staff have been rude and unhelpful. Their policy may sound good at first, until you actually have a problem then they will fob you off to third party providers and no responsibility on them. I echo previous reviews that you should only buy from a REPUTABLE insurance company who runs their own dedicated customer service, instead of being tossed around like many reviews here.

   almost 2 months ago

1. Lee George-Barnes ★☆☆☆☆

   What a morally corrupt company! A home insurance policy auto renewed without me realising. Once I did so I asked for a refund from both companies. The first company refunded half the amount. Frontera tried simply ignoring my request. I then had my garden shed burgled. I made a claim to this company. I admitted I had left my shed unlocked. My claim was rejected. This company then hiked by renewal by over £1000. They also then rejected my claim for 50% refund on my dual insurance period. Their reason, I had made a claim. This despite them not paying out. Morally and possibly legally corrupt. I will be taking this to the ombudsman.

   almost 3 months ago
2. Elgon Corner ★★☆☆☆

   I am on the process of making a claim with them. I totally they called me promptly.b I am still in the early stages, but so far their claims management company, evolution, has not been very communicative. They asked me via email to provide a document. I had a question about what was needed, which I've chased every day for the past week, but not had a response. Currently in a queue on a call with them and have been for the past 2 hours (yes 120 minutes!!) and still no answer. I've had to hang up as I needed to go. It's just a Tuesday afternoon with no recent bad weather or anything. Will update the review as the claim progresses. But so far not great communication.

   almost 5 months ago
3. Susan Clements ★☆☆☆☆

   Cheap is not always cheerful. My husband spilt a large mug of black coffee on the carpet, which I failed to clean. Frontier said they don't do carpet damage. I thought that would be a basic household content. I will not be buying their insurance again.

   almost 2 years ago

1. Chris Lofty ★☆☆☆☆

   I obtained a house and contents quotation for Frontier insurance via a comparison website which appeared very competitive but needed to clarify a couple of points. I sent a message to them but never had a response. I then sent another message via their support email and still had no response. If they can’t answer an enquiry, what are they like if you have a claim?

   almost 3 years ago
2. Joanne Tappin ★☆☆☆☆

   Storm damage to roof and insurance refused to pay out saying the roof was old. Took so long to get back to me, that further rainfall led to water coming through my ceiling destroying internals. Again insurers didn’t want to know. I complained and they only got back to me after the 8 weeks because I chased. Worst experience ever. Made the last 8 months awful. I’m a single parent with a child and it makes you wonder why we even bother to have insurance. I had only been in the house less than year and nothing was revealed to me about the roof when I bought it and still the insurers didn’t care. Avoid at all costs.

   almost 3 years ago
3. Caty Cue ★★★★★

   I took out insurance with this company, and the experience was clear and easy. The real test is when you need to claim, of course. I didn't need to claim in the end, but I did use their chat facility to ask a few questions about a home emergency. I received a prompt response when the office opened. It was clearly a person, not a bot, and their reply was really helpful. So far, so good.

   almost 3 years ago

1. The Curryholic ★★☆☆☆

   I was not impressed with the online experience as I found it hard to find out the full details my home and contents quote. They may be a fantastic company but I like to know what I am buying. I also note that you don't appear to be able to contact them by phone. I much prefer the personal touch and not email "ping pong" which is usually a lot more time consuming. I eventually went elsewhere even at a higher price.

   almost 3 years ago

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