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:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 am filing a formal complaint regarding Frontline Insurances failure to properly notify me of policy reinstatement and its improper retention of $4,368.57 in escrow funds.Jan 1, 2025: I received a Notice of Cancellation for Policy #********** (coverage period 12/31/23 12/31/24). This cancellation was expected because I had instructed my mortgage company, Newrez, to stop payment.Dec 27, 2023: Despite this request, Newrez erroneously sent a $4,368.57 payment to Frontline.Jan 2024: Frontline reinstated the policy without my knowledge and failed to send a physical notification of reinstatement.Frontline was obligated to provide a physical notice confirming reinstatement, as the mailed cancellation letter should have nullified any prior paperless-only settings. Due to this failure, I was unaware the policy remained active.Requested Resolution:I expect Frontline Insurance to fully refund the $4,368.57 due to:Failure to comply with my cancellation request.Failure to provide proper physical notification of reinstatement.Retaining funds for an unneeded policy when my home was insured by Citizens Insurance for all of ******* no point in 2024 was Frontline expected to cover any claims, and no claims were made. Frontline had no justifiable reason to retain these funds and must return them.

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 have been waiting since Feb for payment on a matter that that was resolved at mediation. The company can't understand the written instructions we have supplied for them to send the payment. Attached is the timeline of the contact we have had with the insurance company. There aren't enough characters for me to explain it all.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Dear Frontline Insurance Team,I am writing to express my deep concern and disappointment regarding the denial of my claim for roof damage at *************************************************************************************************************. While I understand that claims can be denied as part of your standard procedures, I am perplexed and dissatisfied with the lack of viable solutions offered to me as a long-time customer.Having paid for ********************** coverage for several years, I expected support and resolution when I needed it most. The inspector acknowledged the damage to my roof, yet my claim was still denied. This situation leaves me with a damaged roof and no recourse, despite having faithfully paid for coverage. This outcome is both frustrating and unacceptable.Additionally, I find it concerning that two inspections were conducted, implying the need for a second opinion, yet I was not offered this option myself. As a customer, I believe I am entitled to fair and transparent treatment, which includes being informed and involved in the evaluation process.I am currently consulting with an attorney to explore my options; however, I strongly prefer to resolve this matter without resorting to legal action. It is in the best interest of both parties to avoid unnecessary time and expenses associated with litigation.To this end, I request that a different adjuster contact me to review my claim and provide a fair assessment. I believe this is a reasonable request that allows for a potential resolution outside of court.I look forward to your prompt response and a satisfactory resolution to this matter.Sincerely,***************** ***** ************************************************************

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We filed a wind damage claim on May 2, 2023. The roofing company and the field adjuster had assessments which matched. The desk adjuster said he would not review the claim without more participation from the homeowners and requested another field adjuster report. The field adjusters 2nd report was the same. The desk adjuster assigned to us was aggressive, rude and and refused to answer questions. When he demanded an engineer, the engineer did not report many wind events in this area and when he was on the roof, it was saturated from a recent rain and the wind damage was not as noticeable. When the roofing contractor offered to show him the field report and their report, he was uninterested in it. Several neighbors have same insurance and their roofs are older and with less wind damage. Their claims have been handled in timely manners, without the issues we've dealt with. In 2021 before a renewal of the policy the insurance company demanded a home inspection and certified our home, now less than 2 years later they are refusing to uphold the policy. We've submitted additional documents as of 8.9 and followed up via email on 8.10 we were told that someone would look at the new documents. On 8.16 and 8.20, follow up email was sent as no response given. As of 8.21, no one is responding to us. I have also requested 2 times to speak with someone regarding the poor customer service and poor follow up with policy and no one has responded.

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Frontline insures 7500Blvd FMB condo assoc. ru urea club. 81 owners, mostly seniors. We have been out of our condo since Ian. They are our wind/hurricane insurance carrier. They have not paid us a dime! 8 months! Keep stalling! We need help! Ok help!

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 roof was damaged in 2022 as a result of a hurricane. The company paid out a portion of our claim. We were advised that our cover would he canceled if our roof wasn’t replaced. Our roof was replaced in March and our remaining documents which the company required was uploaded. We heard nothing for weeks. Both my husband and I called Tammy B***** and left messages for her to return our call. I sent email with no response. I finally received a call only to be told she is working in January and cannot get to our claim to pay out the remaining amount of our claim. We finally received one letter that provided no information. They easily take our payments monthly and send letters of cancellation but will not pay our balance.

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Agent of Record change request needed. For months and months I've been unsuccessful in reaching the insurance agent that wrote my ********* policy ********** to request and Agent of change request. Suddenly, I received a notice of non-renewal due to this agent not being contacted with FrontLine. I was told by customer support that now that the notice of non-renewal has been isssued, we are not permitted to switch to our local insurance agent that DOES write with ********* insurance. We would need to submit an application for new insurance but ********* is no longer writing insurance for Florida homes. Our policy is active through August and we simply want to transfer from the agent that isn't reachable to our local agent that is in our town. Please assist with this issue as we've been a long time customer of ********* and would like to stay.

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 November 5th we returned from a three week vacation to find water on the floor of our kitchen. We called our insurance agent (Julie K***) at O'Quinn Insurance Services who advised us that we needed to file a claim with our insurance company (Frontline Insurance/policy #**********). We did that the next day (claim # ***********) and the claim was apparently assigned to Ladonna M***** who advised us that the next **** was for them to have a "claims adjuster" sent to the house. The adjuster (****** W******/Independent Insurance Adjuster) came to our house, examined the damage and determined that there was still water underneath the cabinets, in the lower portion of the wood making up the cabinets and the drywall behind the cabinets. He also noticed a black substance on the wall behind the cabinets and was concerned that it might be mold. Mr. W****** further said the next step was to determine the source of the leak. Shortly after that David D**********/American Leak Detection came to the house and determined that the source of the leak was the dishwasher (which we've subsequently replaced). He also suggested that we place alarms in place that would detect water and advise us. We've also purchased the recommended alarms for installation when the work is complete. Based on the information she had, Ladonna said (verbally) we would not be covered by the insurance we had with Frontline Insurance. This was not acceptable to us, and we again called our insurance agent at O'Quinn Insurance Services who in turn referred us to Andrew V************ (Agency Principal). Mr. V************ made several suggestions which we also followed including getting estimates to complete the work that needs to be done. Dave B**** will not provide an estimate until we determine how much, if any, mold exists in the area. He recommended cutting a hole in the drywall behind the cabinets to determine how much, if any, existed. Another (o2wizard) gave us an estimate of $1,350.00 to do the mold remediation without placing a hole in the drywall behind the cabinets. We would also have to vacate the house (with pets) for two days. We continued to call Ladonna repeatedly and she didn't return any of our telephone calls (despite her voice mail promising to return all messages within 24 hours). Finally on Tuesday, December 20th, Ladonna returned our call by email and informed us that she had made a mistake denying coverage; she subsequently discussed the matter with management and coverage is being afforded. At the time she is awaiting field adjustors to complete an estimate for the damages. Since then we've heard nothing from anyone at Frontline Insurance. It's now been almost two months with no end in sight.

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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: ************************************************** Insurance Cancellation I determined that even though my house was sold in July, the home insurance policy would be auto-renewing December. Always paid through escrow and mortgage company, so not sure why this was missed and I wasn't told about needing to cancel and can only receive refund for 2 months back-dated. But here is the bigger problem. I am DIVORCED and they will NOT send 2 separate checks in 2 different names at 2 different addresses. I was told to work it out together. I will not speak with my ex and was told he said he will not sign the documentation to cancel (with one of us cosigning the check, depositing and sending the other person their half) if it is only one check. We are divorced for a reason! Also, I have a different name now and will not be able to cash a check with my former name anyway (want me to fraudulently sign a non-legal name?)! It is terrible that with divorce papers, your ex can control you by refusing to accept 1 check with both names and forfeiting a refund for BOTH people. The company should split the refund and send 2 separate checks and in the current legal names! This is terrible for anyone who is divorced from someone they want no contact with anymore. We will have to forfeit the refund if he does not sign the cancellation document and I refuse to talk with him. Please change this unfair policy! For some people it could be even worse fearing for your life and not wanting them to have your address or talk with them. Our other insurance company will send 2 checks. Terrible policy!

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Aug 16, 2022 my house received a surge from a lightning strike of some sort. This blew most of my major electrical items within the house. Here is a list of the items that blew and the cost to replace or fix: House Light System (*********) - $52,366.87 House Camera System - $7,018.29 Air Conditioning System - $2,601.35 Sprinkler System - $410.00 Home Vacuum System - $1800 - ****** CV850 is our model, the only similar 240v system cost this much to replace. GFCI outlets - $300.00 Garage Door - $450.00 2 AVR Receivers - $900.00 Modems - $390.00 Arcade system - $300.00 Dart Board - $175.00 Patio Lights - $69.00 Projector - $900.00 Echo Dot and Xbox 1 - $350.00 Total Cost to replace is $68,030.51 A Mr. Joseph S******** was assigned to me as my adjuster and a ZAP company came out to investigate. The ZAP company noticed majority of the items, but it appears they left some items off the list. I.e. The projector, Dart Board, and 1 GFCI outlet was also damage and did not work. Joseph from Frontline was given estimates for all these items, and he seemed confused even after I explained to him over the phone what those quotes were for. He still to this day has ignored my multiple calls over the last few months and it appears they have now closed my claim. The amount Frontline paid me is roughly $14,587.73 less than what I should have been paid. They have not even covered the amount it would take to replace the lights in the house, and he still did not understand why. This is the issue with the lights. I uploaded a quote from the company but when they came out the second time, they saw i have a separated garage that requires more parts to make that area of the house to work. I explained this to Joseph, and he said he will redo the claim. He did but for some reason he pulled an old quote and not the accurate one I uploaded. I have kept all the old damage items that I have replaced in case they want to look at it. For me to fix my lights, I would need the remainder that is owed