Tezza

Mar 4, 2025

Misrepresention and take an non refundable deposit ! Avoid !!! …

I fail to understand where their five star ratings come from. I was quoted on Compare the Market £276 for home contents and building insurance. It was a fair price. I was persuaded to buy due to their recent award. However having purchased it, it wasn’t £276, it was £276 plus £36, a ‘non refundable deposit’ - so the price ought to have said at the outset £312. Furthermore having made the mistake of agreeing and buying the insurance I realised that they had misrepresented what they class as ‘ accidental damage’. I’d never go for this normally , I’m careful and wouldn’t claim for contents damaged as the excess is usually too high to make it worth the while. In fact, I’ve never made an insurance claim in 34 years. Their description of ‘accidental damage’ on their website is where damage is caused to an article as you’d imagine —— but, IN FACT, you must have accidental damage to be covered for item that you lose or the items are only covered for theft, not loss. When I questioned it and was advised that I had to have accidental damage to be covered for loss, I added accidental damage to the policy. It was now well over the amount i’d been quoted by Aviva , who insured me last year. Aviva were much more open, honest and direct about what was and what wasn’t accidental damage (and everything else). Furthermore you can speak to an adviser there , where Frontier only offer a chat. I asked about getting a refund of my £36 but that was a no. It’s non refundable. As a consumer I find that at odds with the consumers rights act 2015. I’m entitled to a cooling off period of 14 days. I’m entitled to a full refund, and in fact the policy wouldn’t start for a further fortnight. In any event they misrepresented the accidental damage situation and probably knowingly under insure most people who haven’t looked at the small print. Or understood what it all means. I’m going to write a formal letter of complaint, and take it all the way to the ombudsman if I have to. But please people BE AWARE, these are not the five star outfit they claim to be. Read the terms and check you are covered for loss. Or do what I have done and avoid like the plague. In response to the below reply: Most standard insurance cover will cover the loss of an item. Your website description of what accidental damage is is ‘ … an optional add on to home insurance that covers the cost of repairing sudden, non intentional damage to your home or belongs…’ can I just reiterate that you have described accidental damage which is not the same as loss. Were you to advance that argument successfully, then firstly you would need to bring it to the attention of the buyer as an unusual term in a standard contract, before purchase, and you would also need to amend your own ‘key terms’ explaining what you mean by ‘accidental damage’ which would include loss of an item. It is very clear to me that you have misrepresented both the price and the terms of the contract. If loss had been added to my standard policy and the £36 ‘deposit’ added to the total, on the comparison site, I would not have considered your policy. A misrepresentation of a contract entitles me to rescind the contract and receive a full refund. If you don’t agree when you receive my letter and evidence, then kindly refer it straight to the financial ombudsman.