Firstly I was on hold for 35 minutes!!! I had two landlord insurance policies. I sold one of the properties so called to cancel the insurance. The first obstacle was finding my details as the girl I spoke to (who didn't give a name) argued with me extensively that my policy number didn't exist even though I was reading it directly from a Fresh Insurance letter and e-mail. She eventually found it from my address but still would not accept that my policy number was from them. Her attitude stunk. She kept me on hold for another 10 minutes then came back on the line to tell me that I had to pay to cancel the insurance without any explanation. She was rude and thoroughly un-interested. It took 48 minutes in total and 45 of these minutes were on hold. I wouldn't recommend this company to anyone. It is dreadful!!!

despite having been a loyal customer for some time and never having made a claim, they offered me a significantly increased premium to re-insure with them. I searched and got a better quote elsewhere, but when I tried asking they refused to consider matching the quote, hence it was "bye bye" it would be nice to see companies reflecting on loyal customers, I have never claimed on house insurance in over 16 years, however it appears to count for nothing these days, loyalty is worth nothing, shop around guys, or they (and others i guess) will simply sting you more each year

Disgraceful how given the psndemic situation you take advantage of the vunerable, auto renewed policy without my knowledge when I call to cancel charge me £52 disgusting service from such companies

We had a toilet flush issue the water couldn't stop, which we were told a day ago by the insurance that they cover it. However, the engineer they send just came over to say that since we have a vanity unit and he would have to open it to check what the issue was he needed approval. The engineer left saying that he would be back which never happened. We called only to be told that they do not cover it and they did not even informed us. The lady that answer on the phone would not listen she would just say "your policy does not cover" she did not listen any thing even the fact that a day before the policy covered it, or the fact that we have 2 over 75 years old and 2 under 7 years old. It is discusting that on the current situation fresh home insurance would deny and use excuses just to avoid paying. Never felt more disappointed.

I had a very difficult situation with my tenant and needed specific legal support. Thank you for being able to have chosen my own solicitor and thank you for your prompt payments of the entire court fee as well as the fee for my solicitor. During this court process of nearly a year, the support l got from your customer service was always prompt and very empathetic towards my horrendous year l had to go through . I don’t think l would have survived this year without the support of your team and l am so thankful for all the professional advise which you have directed me to and the kind words of encouragement. Your adviser of your support team was very heart warming and understanding of my circumstances. I wish you and your team all the best and I would always recommend this insurance company and use this insurance again. I am now back in my home country Germany. With many thanks and good luck for your future

I have used them for the insurance of several properties for several years without ever having a claim. However, when the drain collapsed beneath one of my terraced houses. Both Fresh and the insurance underwriter (AM Trust) said "your building policy doesn't cover you for this". What do we buy building insurance for????? I am now with Direct line, I guess the likelihood of them supporting a claim is similarly low but at least it costs half the amount and I need to have building insurance. No wonder they all have nice big offices.

Policy up for renewal, asked for some additional details in respect of an outbuilding garage that was constructed during the period, policy unable for renewal!! Then continually pestered with reminders about renewal which is apparently unavailable despite a number of insurers offering cover which I have now accepted. Joke service and a total waste of my time

This bunch of burglars were not interested in helping when we has a catastrophic water leak behind the bath ... their policy: - did not cover finding the leak - did not cover any damage done in stopping the leak - did not cover repairing the leak - had an additional excess of £650 hidden in the small print on top of the £250 voluntary excess and the £300 standard excess. - covered an emergency visit by a plumber, but only after three days because it happenned on a Friday evening and they couldn't find a plumber before Monday. This company has a history of avoiding claims ... check the internet. I found the leak myself and stopped it. I found a plumber myself. I paid for the repairs myself. It cost me less than the excess, so no claim made.

I rang to cancel anExecutor policy on a property o ce it was sold. I accept the prior notification of a cancellation fee but am amazed that having had nothing to do but take my direct debits that there is a justification for a no claims policy being subject to a £50 fee to confirm that you are continuing to do nothing. The killer was the finalization letter with an attachment stating I had UNDERPAID THE DIRECT DEBIT!How can you fall into arrears when the calculation and collection are being done by the Insurance company. To add insult to injury the letter demanded payment within 7 days or else it would be referred to a debt collector! Only explanation was it was" a standard letter". So have they all lost the ability to type correct letters. Apology given by customer services but this do as not explain the original claim of understand. Is this 5 star insurance?

last day of cover before i received the renewal cost which had nearly doubled from last year.

Don’t understand how by removing my £65k of personal items cover the overall cost would increase or as they said stay the same?

I cancelled the policy half way through due to moving home. I was charged a 50 pound cancellation fee detailed in the 'welcome pack' but not the terms and conditions. When I initially called to cancel, I was not able to make payment for this extra fee but I did begin to receive threatening text messages saying that my case would be passed to debt collectors if I didn't make the payment immediately.

Got a quote online. Called up. Was told it needed referring and they would call back in 24 hours. 3 days later nothing. Called up. Was told (rather rudely) they sent an email. Price was considerably higher. Decided to look for more quotes. Came back when I got tired of looking and said I would accept. They then started telling me I needed a roof survey. When I asked why was rudely told I always had to have this. Found cheaper quote elsewhere anyway.

After discussing on phone I believe I am now covered, premium paid in full and hopefully active. Regards Mrs. K G Spencer. would deal again

I had a leaking water pipe in bathroom and plumber told me that tiles would have to be removed and to contact home insurance. Fresh Insurance refused to pay claim saying that I wasn't covered. I checked policy book and I was covered. They then started saying that it didn't need to be in policy book as exclusion as it was an FCA rule. Called FCA and they were confused. This is a company that will refuse all claims and even make up policy exclusions which do not exist.

I tried to renew my elderly mothers home insurance and contacted the company 2 days before renewal for a quote for the coming year. An email was promised with the quote but it didn't arrive so I called again the following day and was told I would get a quote that day - it did not arrive and the policy is due to expire. I was left with no choice but to renew elsewhere. I was astounded and appalled for not receiving any service at all.

Not allowed to mention names in the review, but the person I dealt with was extremely helpful and patient. Thank you.

When no other company seemed to provide cover for us in a so called flood area ,never flooded in 30 years,you were there to have common sense and provide the cover we required. We are moving house and will inform buyers of your details.we will be in touch when at New home. Many thanks for your service.

No nonsense, competitive, try to be even cheaper on renewal, excellent helpful staff. Like a breath of fresh air to deal with.

The property I have is unique in many ways, it is also lovely to look at, but in 2017 many underwriters decided to change their criteria. consequently my house could not tick all the boxes. They considered the age to be unacceptable, and dis regarded the fact that it has been here for a few hundred years and will certainly not go anywhere now. So when I joined Fresh, I had no insurance, as I could not afford the revised premiums. I have lived here since 1981 and always had House Insurance, but things change, and left me out. So thank you FRESH