FAQs

Billing FAQS

What types of payment does Frontline accept?

Payments can be made via check, ACH, or credit card. ACH or credit card payments should be made by logging into or registering your account at frontlineinsurance.com Check payments should include the remittance slip or policy number and should be sent to:
Bank of America
c/o First Protective Insurance
PO Box 403884
Atlanta, GA 30384-3884
Frontline does not take payments over the phone.


How do I get a copy of my ACH or Credit Card payment receipt?

Please email customerservice@flhi.com to request a copy of your payment receipt. Receipts are only available for online payments.


What if I am not able to process a payment online?

Please contact your agent to request assistance with applying the payment.


How long does it take for payment to be applied to the policy?

Payment will be applied to the policy within two business days of the date the payment is received.


How does the refund process work?

You can view the status of your refund by logging into or registering at frontlineinsurance.com and viewing your policy. Refund checks are processed within 5 to 7 business days. If you have questions regarding your refund please contact your agent.


What payment plan options are available?

Frontline offers homeowners full-payment, 2-payment, and 4-payment plan options. Payment plan options for commercial accounts include full, 2, 4, 8 and 10 payments. To make changes to your payment plan option, please contact your agent.


My policy premium is paid by my portgage company and I received a Notice of Cancellation for non-payment of premium. What should I do?

Contact your mortgage company to verify if a payment has been made. If it has, please provide the mortgage payment information to your agent for further research.


Can I transfer payment made from one policy to another?

Yes, you may transfer payment from one policy to another. Please contact your agent to facilitate this request.


How do I access an invoice from a prior term?

To request a prior term invoice email customerservice@flhi.com.


Where do I send my flood insurance payment?

Flood insurnace payments should be sent to:
Torrent
PO Box 912094
Denver, CO 80291
For any Flood related questions, please contact your agent or contact Flood Customer Care at 866-535-7418.


Why am I having an issue making a payment via the customer portal?

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Underwriting FAQS

What is insurance score?

An insurance score is a numerical point system. Insurance companies use insurance scores for underwriting decisions, and to partially determine charges for premiums. There is no direct relationship to financial credit scores used in lending decisions, as insurance scores are not intended to measure creditworthiness, but rather to predict risk.


What is Stepdown and Stepdown Plus?

Stepdown – An optional endorsement available for Florida and South Carolina homeowners and dwelling fire that can allow you to earn up to 100% cash back on your hurricane deductible. Stepdown Plus – An endorsement (only available for FL homeowners) matches your Stepdown hurricane deductible for the AOP deductible portion, once your home is Frontline certified.


What is a home checkup?

A Home Checkup is an interior and/or exterior inspection. During the Home Checkup, a qualified professional from Preferred Reports may capture photos of standard items including, but not limited to roof, water heaters, plumbing fixtures, electric panels, and any special features such as pools or outbuildings.


Who do I contact for a coverage change?

Your agent can assist you with making policy changes. Please refer to your Declarations page or login to your Customer Portal account for your agents name and phone number.


If enrolled in paperless, where will I find my paperless documents?

Visit www.frontlineinsurance.com and select Login After selecting policy number to view details, scroll down to select one of the following available document options: Policy, Billing, or Stepdown


Can I upload my own documents?

Yes, log in to your Customer Portal Account at frontlineinsurance.com and click the policy number to view Policy Details. Click Policy Documents and select Upload Repair Documentation.


How do I get a quote?

Contact a local independent agent to receive a Frontline quote. Find an agent by visiting frontlineinsurance.com and click Find an Agent at the top of the page.


What is the relationship between Frontline and our agents?

Frontline uses independent agencies to place business and service policies. We do not directly sell policies to consumers.


I have a new policy, will Frontline need to inspect my home?

Yes, Frontline contracts with a third party vendor, Preferred Reports, to complete a Home Checkup. A Home Checkup is an interior and/or exterior inspection of your property.


How does the underwriting process work with a new policy?

Frontline is provided an underwriting window of 90 days to review all new business documents received and complete the underwriting process. Coverage’s and pricing are not finalized until the underwriting process has been completed.

Tech Support FAQS

How do I register my account online?

Visit frontlineinsurance.com and click on Register. You will need a valid policy number and email address to begin the process. You will recieve an email with a link to complete the registration.


While registering my account I received an alert I was already registered?

If receiving an alert that states you are already registered, navigate to the Login tab and select Forgot Password. Provide your email, policy number, and property zip code. A password reset link will be sent to the primary email address. Please be sure to check your spam or junk folders if you do not see this email in your Inbox.


What if I can’t log into the customer portal?

If unable to log in, you can verify your username or password by clicking Forgot Password/Forgot Username tool to reset your credentials. Following that you can follow the screen prompts, and please be sure to check your spam or junk folders if you do not see this email in your Inbox.


What if my current policy term is not listed on my account or I cannot link this policy to my account?

Once logged in at frotnlineinsurance.com, click the Link a Policy tab. You will need your policy number, effective date, and property zip code to link your policy.


What if I receive an error when providing my policy number?

Please check your declarations page or contact your agent to confirm your policy number.


How do I update my email address/username?

Log into your account at frontlinelinsurance.com, click Manage My Account, and select the Change Username tab.


How do I update my contact information?

To update your email, mailing address, or phone number, log into your account at www.frontlineinsurance.com, select the policy, and edit under My Info. Please contact your agent for all other updates.


How can I make a payment online?

Login at frontlineinsurance.com. From My Policies select Pay Now.


How do I login to my account from my phone?

Download the Frontline App to securely manage your account, make a payment, and file a claim from your phone or tablet.

Claims FAQs

Do I have to pay my deductible at the time of loss?

A homeowners insurance deductible is the amount of money that you are responsible for paying before your insurance company will pay you for an insured loss. The subsequent claim payment that you receive is the total damage or loss amount minus your deductible.


When hould I contace my insurance agent or insurance company about my property damage?

If you have, or suspect that you have, property damage to your home, notify Frontline by phone, app, online, or through your agent, as soon as possible with any details available.


If I make temporary repairs to my home, will I get reimbursed?

In the event that your property is damaged by a covered loss, we will pay the reasonable cost incurred by you for necessary measures taken to protect your property against further damage.


My home has been damaged and is unliveable, will you pay for my family to stay elsewhere?

Should you have a covered loss that renders your home uninhabitable, additional living expenses are available. Please keep all receipts and present them to your adjuster.


What if I find additional damage after the inspection of my home?

Please notify your adjuster of any additional damages found before beginning repairs


What should I do if I have flood damage?

Should you have a flood loss, please contact your flood carrier or agent to submit a claim.