Installsure (formerly GGFi)

Don't use this company. Slow to respond. Complacent with loyal members. They don't respond or acknowledge complaints.

We have been using their insurance products for the last 8 years. Recently we have changed our payment terms with our customers base. They (the GGFI staff) informed us we could increase our cover, to cover our new payment terms. I thought this sounded like a good idea so we could omit having to contact them regularly to facilitate any extra cover needed for our customers.

Since then they have interrogated me and our business activities continuously for over 6 weeks. Since the 10th of September 2018 to date I have had conference calls with underwriters, I have submitted years of accounts, draft accounts, answered queries, answered written questions.
They suggested someone would like to come and sit in our office for a day. I said ok, once it is a chartered accountant with a full written agenda in advance of them coming in. They decide against this. I suggested, talking with our bank and chartered accountants instead. I have always answered promptly, they never reply quickly.
After all of this an administrator said we were under scrutiny as our accounts did not look good. Our profits and turnover had gone down from previous years. This is the nature of business. Our turnover had gone down 5% from the previous year.

We are operating a very productive profitable business with turnover coming up to 2.6 million in sales.

Even though they suggested the increased cover to us they then told us we are under suspicion of insurance fraud! Wow! They suspended our account without any notification or explanation as to why they decided to do this.
Our FENSA account was also frozen on their request. We have given the GGFI thousands upon thousands of pounds over the last 8 years.

My advice would be to avoid this company at all costs as there are some very good insurance companies out there who at least communicate quickly, openly and honestly. They will offer the same products at a better price. If I could give them no stars I would.

Sean from Core.

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Needed an IBG provider for my Fensa registration. Was not cheapest fee per job, but went with them as there was No mention or statement of any other fees in application, or in the terms and conditions. It was not until id paid by vetting fee and got approved that they decided to slip into the contract a £15 per month none use fee. Sly, deceitful & miss leading. I would not have used them if they stated this in the first place. Despite me telling them this, all in got was "we'l make sure it doesnt happen again"... and theyve still not updated there payable fees or terms on the website. Deception.

Totally unprofessional, never answer their telephones, website asks you to submit a claim online using their portal which they then ignore for 21 days. Please be very wary of using this broker and find someone who will actually support you when you have windows installed, which are covered by a 10 year guaranteed but then the glazier goes bust, only wish I could award them zero stars as even one is too much

over the past month, I have been emailing weekly to get an update on our claim. still no response. appalling customer service. how many people actually work here? I know there is a pandemic on but come on installsure, respond to your customers.

We have a door that was installed by Warmseal in 2013 which is starting to malfunction. I called them, znd they said they had gone into receivership in 2015, and I was to call GGFI. I have called multiple times and left my details, but nothing back as yet.

We had a conservatory fitted 2 years ago. Gave this insurance company everything evidence wise to process a claim yet apparently we are still missing paperwork. Absolutely useless insurance

No wonder they already have 1* review. If I could give zero I’d. The person I spoke to on the phone was incredibly rude, actively unhelpful and had no empathy.
Please train your staff on how to treat people.

Have an insurance backed warranty and the company are no longer trading (yes they might still appear active on companies house) but I need to get my window fixed. Nonetheless they say any claim would be invalid because technically the company is still active ?? Absolute no common sense or care for customers

As an update (I see my review was originally made 9 months ago which tells its own story), after months of delay and finally threatening to report this regulated insurance business to the FCA, a surveyor was finally sent to our property. The surveyor submitted his report the next day confirming what we had claimed. Four weeks later with twice weekly emails and calls ignored by GGFI (you can never get anything other than their voicemail), they have not been in touch and have done nothing to progress our claim. I will now turn my energy to making a formal complaint to their regulator.