We understand you may have questions about your Homeowners Insurance Policy. If you don’t see the answers to your questions below send us an email or give us a call and we’ll be happy to help.
How do I find my deductible?
On your Policy Declarations page, your deductible is printed in the insurance POLICY COVERAGES section on page 1.
You can also access your deductible information online, as well as view and print your Declarations page. Just login to your account to view your policy information and print your documents.
If your policy covers the perils of Windstorm and Hail, you will see separate deductibles for Hurricane and for All Perils except Hurricane. If your policy does not cover the perils of Windstorm and Hail, the following statement will be shown: THIS POLICY DOES NOT PROVIDE COVERAGE FOR DAMAGE DUE TO WINDSTORM (INCLUDING HURRICANE) OR HAIL.
How do I submit mortgagee and address changes?
Generally, it is best to submit any change request through your insurance agent. Not only can your agent help with assembling the correct paperwork, they will also be able to keep their records up to date to better serve your future needs. And in many cases, your agent can provide you with immediate documentation, should this be necessary for a loan closing or similar transaction.
How do I add coverages to my policy?
Contact with your insurance agent is especially important whenever you’re considering a coverage change. Your agent can explain your coverage options in detail, as well as make you aware of possible limitations or exclusions. Since specific documentation is often required and varies by type of change, your agent’s help in gathering the correct information will ensure your request is handled promptly and smoothly.
Where do I submit a payment?
Payments can be made online or by mail. To make an online payment, you'll need to log into the Customer Portal and click the Make a Payment link in the BILLING INFORMATION section of the page. We accept online payments by check and credit card. Payment by credit card requires a 3% convenience fee; payment by check is at no charge to you.
To make an offline payment, mail your check or money order to one of the addresses below based on which company has underwritten your policy. Be sure to include the bottom portion of your invoice (if available) and note your policy number on the check or money order.
First Protective Insurance Company
PO Box 403884
Atlanta, GA 30384-3884
Fidelity Fire and Casualty
PO Box 402045
Atlanta, GA 30384-2045
Do you offer payment plans?
Your policy premium can be paid annually, or in two or four installments. Changes to your payment plan may be made at any time during the policy period, and you will always have the option of paying the remaining policy balance regardless of payment plan.
I received an invoice, but my insurance is escrowed. Should I make this payment?
We mail copies of all invoices to you, since escrow status is occasionally changed without our knowledge. If the bottom portion of your invoice indicates your current mortgage company is the payor, they will also receive an invoice. If you are certain your insurance is escrowed, there is no need for you to make a payment. If, however, you receive a cancellation notice for nonpayment of premium, you should immediately contact your mortgage company to confirm the payment has been or is to be made. If we should happen to receive duplicate payments from you and from your mortgage company, all excess premium will be returned to you.
How can I reduce my insurance premium?
Your insurance premium may be reduced by adding eligible credits. The following are available:
Building Code Effectiveness Grading (BCEG) Credit
This credit is based on the effectiveness and enforcement of building codes in your community during the year your home was built. Not all communities are afforded a credit, and no credit is applicable to homes built before 1995.
To determine whether this credit has been applied to your policy, look for a numerical value (other than 99) next to BCEG in the RATING INFORMATION section on page 2 of your Policy Declarations.
If you are not currently receiving this credit, and your home was constructed in 1995 or after, your insurance agent can help determine whether your home is eligible.
Central Station Burglar Alarm Credit
This credit applies if your policy number begins with FPH or FFH and your home features a professionally installed, functioning central station burglar alarm system.
A Y next to BURGLAR ALARM in the RATING INFORMATION section on page 2 of your Policy Declarations indicates you are currently receiving the Central Station Burglar Alarm Credit.
If you are not currently receiving this credit and believe your property is eligible, we will need documentation confirming the burglar alarm system is centrally monitored and verifying the monitoring agreement is current. Your insurance agent can help with assembling and submitting the correct paperwork.
Central Station Fire Alarm Credit
This credit applies if your home features a professionally installed, functioning central station fire alarm system.
A Y next to FIRE ALARM in the RATING INFORMATION section on page 2 of your Policy Declarations indicates you are currently receiving the Central Station Fire Alarm Credit.
If you are not currently receiving this credit and believe your property is eligible, we will need documentation confirming the fire alarm system is centrally monitored and verifying the monitoring agreement is current. Your insurance agent can help with assembling and submitting the correct paperwork.
Automatic Sprinkler System Credit
This credit applies if your home features an automatic sprinkler system, professionally installed in accordance with nationally accepted fire sprinkler design standards. The automatic sprinklers must be in all areas except attics, bathrooms, closets and attached structure areas that are protected by fire detectors. There is an additional credit amount available if attics, bathrooms, closets and attached structure areas also have automatic sprinklers.
A Y next to SPRINKLERS in the RATING INFORMATION section on page 2 of your Policy Declarations indicates you are currently receiving the Automatic Sprinkler System Credit.
If you are not currently receiving this credit and believe your property is eligible, we will need a copy of the certificate of installation from a licensed sprinkler contractor (as defined in Florida Statute 633.021). Your insurance agent can help with assembling and submitting the correct paperwork.
Superior Construction Credit
This credit applies if (at a minimum) the exterior walls, floors and roof of your home are constructed of noncombustible or fire-resistive materials (such as brick, metal or concrete).
You are receiving the Superior Construction Credit if there is an “S” next to CONSTRUCTION TYPE in the RATING INFORMATION section on page 2 of your Policy Declarations.
If you are not currently receiving this credit and believe your property is eligible, we will need documentation confirming the construction type (this is occasionally available from the property appraiser). Your insurance agent can help with assembling and submitting the correct paperwork.
Your insurance premium may also be reduced by adjusting coverages and/or deductibles. However, it is strongly recommended that you discuss these changes with your insurance agent. Only your agent can explain the details of which changes can be made, how they will impact your policy, and what documentation is required.
What is a home inspection?
A home inspection is a complimentary visual examination of your home, performed by our qualified, experienced on-site risk specialists. Our specialists carefully review the physical structure of the home, including:
- Structure and Foundation
- Detached Structures
- Exterior Surfaces
- Windows and Doors
- Seawalls, Docks, and Davits
- Swimming Pools, Spas
- Screen Enclosures
Does Frontline attempt to enter my home during an inspection?
No. Our on-site risk specialists review only the exterior of your home. Our specialists typically knock on your door to let you know an inspection is happening, but the specialist will not ask to enter your home.
What are you looking for during an inspection?
Our specialists are looking for small problems now that might lead to significant out-of-pocket expenses later, such as cracks in the foundation, damaged roofing, or poorly sealed windows and doors.
What do you do with the information you collect?
Once the inspection is complete, your risk specialist drafts a report and submits it to the Frontline underwriting team. Our underwriters—an experienced group of people who evaluate the risk associated with insuring a home—review the report to make sure that the level of coverage we’re providing is right for your home. Within a few weeks of the inspection, you receive a copy of the report, as well as any recommendations we have for things you can do to reduce the risk of damage to your home
Does the inspection cost me money?
Absolutely not. The home inspection is part of the regular service we provide to our customers.
Will I have to do anything as a result of the inspection?
Probably not. Typically, only a very small percentage of the homes we visit will require action on the part of the homeowner.
What will happen if you discover a problem?
We will give you the opportunity to correct it.
What do I need to know when filing a claim?
Be sure that you have the following information on hand when filing a claim. In doing so, your claims filing experience will be more streamlined and pleasant.
- Your policy number located on your Policy Declarations, at the top of page 1.
- The actual date of your loss (such as 05/30/2007)
- A complete description of the damages
- A contact person and phone number where the person can be reached, such as a cellular phone
- The mortgage company on the policy
Make temporary repairs to prevent further damage. Save all receipts and documentation and take photos before making repairs.
What happens once I file a claim?
For claims that are not hurricane-related, you will receive an acknowledgment letter. A claims examiner will contact you within 24 hours of Frontline Insurance Company receiving the claim. You will also be contacted by a field adjuster within 48 hours of receiving the claim. The field adjuster will contact you at the contact number you provided the customer service representative to set up a meeting to view the damages. A report is then prepared and sent to the claims examiner to review for payment.
For hurricane-related claims, a field adjuster will contact you within 3-5 business days of Frontline Insurance Company receiving the claim. The field adjuster will contact you at the contact number you provided the customer service representative to set up a meeting to view the damages. A report is then prepared and sent to the claims examiner to review for payment.
How do I file a claim?
For claims that are not hurricane-related, you may report the claim directly to your agent or to us directly.
For non-hurricane claims, you may report your claim to us at (800) 675-0145. You may also fax the claim to (321) 249-1396.
For hurricane claims, you may report your claim to us at (866) 673-0623. You may also fax the claim to (321) 249-1395.
How can I prepare for a hurricane?
Be prepared well in advance of the storm and review your hurricane supply kit every six months. Know your home’s vulnerability to storm surge, flooding and wind. Consider doing a home inventory and store a copy somewhere away from the home, such as in a safe deposit box. Also locate and secure important papers, such as insurance policies, driver’s license or personal identification, social security cards, proof of residence (deed or lease), wills, etc.
Move objects that may get damaged, such as televisions, computers, stereo equipment, etc., to higher levels of your home and away from windows. Secure the outside of your home by covering the outside windows. If you do not have storm shutters, use plywood. Using tape is not recommended, as it does not prevent windows from breaking. You will also want to secure the outside of your home from flying objects such as lawn furniture, garbage cans, damaged tree limbs, garden equipment, etc. Ensure repair supplies are on hand in the event your home is damaged.
What should be in my hurricane supply kit?
Your hurricane supply kit should include a first-aid kit and essential medications, such as aspirin or non-aspirin pain reliever, anti-diarrhea medication, antacid, laxatives, etc. Also include prescription medications and any special medical needs supplies.
One gallon of water per person per day is recommended. Keep at least a 3-5 day supply. Children, nursing mothers, and the elderly will need more. Store the water in plastic containers such as soda bottles. Avoid using containers that will decompose or break. Water-purifying supplies, such as chlorine or iodine tablets or unscented ordinary household chlorine bleach should be readily available. Before the storm hits, make sure you are familiar with the proper techniques for creating safe drinking water in the event your water supply runs out.
A 3-5 day supply of non-perishable food is also recommended. Select foods that need no refrigeration, preparation or cooking. Ensure you have the appropriate cooking tools, such as a non-electric can opener as well as fuel. Paper plates, cups and plastic utensils should be stored as well.
Keep a battery-powered radio or weather radio on hand along with flashlights and extra batteries. Cellular phones should be fully charged and include an extra battery as well as a non-cordless home phone. Personal hygiene supplies such as soap, toothpaste, toilet paper, and disposable cleansing cloths are recommended. Pack cleansing cloths, such as “baby wipes” in case you do not have access to bathing facilities. Have at least one complete change of clothing, rain gear and footwear per person on hand. Ensure you have bedding, including blankets, sleeping bags and pillows.
Include infant supplies if needed, such as formula, diapers, bottles, powdered milk, medications, etc. Age appropriate games and books are recommended for entertainment purposes. Ensure you have cash (including small bills), checks and credit cards, as ATMs may not be functioning. Also include disinfectant in your kit.
Store everything in a clearly marked, waterproof container(s) or plastic bin(s) and review the supply kit every six months.
What should I do if ordered to evacuate?
Be prepared well in advance of the evacuation order. Have an evacuation plan in place and make sure everyone in the family is familiar with it. Identify ahead of time where you would go if told to evacuate. Choose several places – a friend’s home in another town, a hotel/motel, or a shelter. If you decide to evacuate to a hotel/motel, make reservations before you leave. Have an out-of-state family member or friend as a contact, so all family members have a single point of contact. If you feel an evacuation is pending, make sure your vehicle has a full tank.
Once an evacuation is ordered, leave immediately! If possible, leave before the official evacuation order is issued. The longer you wait to evacuate the greater the chance of being stranded on the road when the storm hits. Before you leave, protect your home by securing any potential flying objects such as lawn furniture, garbage cans, damaged tree limbs, garden equipment, etc. Secure your home by covering the outside windows. If you do not have storm shutters, use plywood. Using tape is not recommended, as it does not prevent windows from breaking.
Wear long-sleeved shirts, long pants and sturdy shoes so you can be protected as much as possible. Take your pets with you, do not leave them behind. Take your hurricane supply kit with you. Have an emergency kit for your car with flares, booster cables, maps, tools, a first aid kit, fire extinguisher, etc. Use travel routes specified by local authorities. Don’t use shortcuts because certain areas may be impassable or dangerous. Expect heavy traffic.
What if I am not ordered to evacuate?
If you are not ordered to evacuate and decide to ride out the storm, monitor the television or your weather radio for changing weather conditions. Stay indoors until the authorities declare the storm is over. Don’t be fooled by the calm “eye” of the storm. The worst part of the storm will happen after the “eye” passes over. Bring all pets indoors to safety well before the storm approaches.
Determine the safest area of your home to ride out the storm. You will want to put as many walls as possible between you and the storm. Keep your hurricane supply kit there with you.
What do I do once the storm has passed?
If you have ridden out the storm at home, stay inside until the authorities declare the storm has passed. If you were ordered to evacuate do not return home until local authorities say it is safe to do so.
If your home is damaged by the storm, make minor repairs to protect from further damage and contact our claims department at one of the numbers listed above.
Be on the lookout for snakes, alligators, and other dangerous animals that may have been displaced from the storm. If you lost power, use flashlights. Do not use candles.
If you are using a generator:
- Only use a generator outdoors away from open windows or doors.
- Consider purchasing a carbon monoxide alarm to warn of harmful build up of dangerous carbon monoxide gas.
- Plug appliances directly into the generator or use a heavy-duty outdoor-rated extension cord.
- NEVER plug the generator into a wall outlet. This process, known as “backfeeding” is extremely dangerous not just to you but also to emergency and utility workers, and neighbors served by the same transformer.
- Never overload your generator. Determine ahead of time how much power you will need and buy a generator that is rated for that amount of power.
How can I protect my pets during a hurricane?
If you are ordered to evacuate, take your pets with you. Pets that are left behind are in danger of becoming injured, lost or worse.
Plan ahead, as most shelters cannot accept pets. Consider evacuating to a pet-friendly hotel/motel or a friend/relative’s house.
Make sure your pet is up to date on their shots.
Make sure your pets wear collars and tags with up-to-date identification.
Bring your pets inside to safety well before the storm approaches.
Assemble a hurricane supply kit for your pet. It should contain:
- Medications and medical/shot records.
- Sturdy leashes, harnesses and/or carriers to safely transport pets.
- Current photo of your pets in case they get lost.
- Food, drinkable water, bowls, cat litter/pan and can opener.
- Name and number of your vet.
- Pet beds and toys if possible.
After the storm passes:
- Leash your pet when they go outside. Familiar scents and landmarks may be altered and your pet may become confused and lost.
- Be on the lookout for snakes, alligators and other dangerous animals that may have been displaced from the storm.
- Watch your pet’s behavior closely. Normally quiet friendly pets may become aggressive or defensive.
What are my contact numbers?