Frontline Fire & Flood

Frontline Fire & Flood: Customer Bill of Rights

At Frontline Fire & Flood, we understand that navigating property restoration after a disaster can be overwhelming. That's why we are committed to protecting your rights as a homeowner or policyholder and ensuring your property is restored with care, professionalism, and integrity.

Below is your Customer Bill of Rights to help you understand and advocate for your interests during the restoration process:

  • You have the right to choose your contractor: You have the right to select the contractor who will restore your home. It is illegal for your insurance company to require you to use their preferred service provider (PSP).

    For more information on your rights, visit the Washington State Office of the Insurance Commissioner's website.

  • You have the right to avoid conflicts of interest: Many restoration companies have contracts with insurance carriers as PSPs. This means they work for both you and the insurance company, which creates a significant conflict of interest.

    At Frontline Fire & Flood, we work solely for you, ensuring your needs are our top priority.

  • You have the right to quality and timely work: Using a preferred vendor does not guarantee higher quality work or the timely completion of your project. We are committed to delivering exceptional results and restoring your property efficiently.

  • You have the right to contractors who work for you: All contractors on your project should work exclusively for you—not the insurance company. Our focus is on restoring your home to its pre-loss condition while advocating for your best interests.

  • You have the right to choose how your property is restored: Your insurance company cannot dictate the specific repairs or methods used in the restoration process. Their role is to ensure repairs are completed professionally and at reasonable costs.

  • You have the right to the expertise of licensed and certified professionals: Your adjuster or carrier may challenge some charges or methods we use to restore your property. However, as licensed and certified professionals with over 20 years of experience, we take full responsibility for the work, unlike your adjuster or carrier, whose focus may often be on reducing costs.

  • You have the right to hold your insurance company accountable: Remember, you pay your insurance premiums to ensure your property is covered when damage occurs. Your insurance company works for you, and it's their responsibility to cover the costs of your claim.

    Learn more about self-advocacy and holding your insurance company accountable by visiting United Policyholders.

  • You have the right to timely claims processing: By law, your insurance company must handle claims promptly. We will assist you in navigating the claims process to ensure there are no unnecessary delays.

    You may visit the Washington State Office of the Insurance Commissioner's website for further guidance.

  • You have the right to an advocate focused on your best interests: Your insurance adjuster is not your advocate. Insurance companies are for-profit entities, and their primary interest is in protecting their bottom line. We are here to advocate for you and ensure your property is restored to its original condition.

  • You have the right to a restoration partner dedicated to you: Frontline Fire & Flood works exclusively for property owners and policyholders. Our mission is to restore your property and hold your insurance carrier accountable for fulfilling their obligations.

  • You have the right to start restoration without upfront costs: We begin restoration work without requiring upfront payment. We will leave our equipment, including air movers, dehumidifiers, air scrubbers, and more, on-site for the duration of the project without any immediate cost to you. We will complete the restoration without requiring payment from you directly.

    To further support you in self-advocating during the claims process, we recommend consulting the APA Consumer Guide. This guide provides valuable insights into effectively navigating insurance claims and advocating for your rights.

Payment Terms

Payment is due within 30 days of invoice. You will be responsible for collecting payment from your insurance carrier. This timeframe allows the carrier to review all documentation and process the payment in full.

We encourage you to follow up with your insurance company every 2 to 3 days to ensure timely processing. For more information about fair claims laws, please review WAC 284-30 .

Late Payment Process

If the full payment is not received within 30 days, Frontline Fire & Flood will:

  • Collect the payment or remaining balance in full directly from you, OR
  • Place a lien against the property (additional fees will apply).

Our Commitment to You

Throughout this journey, Frontline Fire & Flood will guide and support you every step of the way. Our team is dedicated to making the restoration process as smooth as possible and restoring your home to its pre-loss condition with care and expertise.

By partnering with Frontline Fire & Flood, you can trust that we will advocate for your rights, provide professional restoration services, and guide you through every step of the process. If you have any questions or need assistance, please don't hesitate to reach out to our team.