Towergate Insurance Reviews

Terrible terrible service- not covered me for what I have asked, have asked for changes to be made since November- still not done by Feb. My renewals are due next week, and not even sent anything back. It's a complete mess of an organisation. I refuse to leave my liability in their hands- then to come back and say 'you didn't do x,y or z'. They are absolutely not fit to provide insurance services. It's actually dangerous and not supportive to aesthetic practitioners

Tried to amend my long standing holiday home insurance policy to a Main residence home insurance policy. After 11 telephone calls and nearly 3 hours (over the period of a week) on the phone, being passed from person to person within the Towergate business, apparently with everything having to be cross-checked with 'The Underwriters', who seemingly do not have the ability to take a quick decision, I gave up and placed my business elsewhere. The subsequent cancellation phone call took over an hour to process, (now 4+ hours in total), resulting in an rip-off, erroneously calculated refund figure. I am disgusted at this whole process and will not be dealing with Towergate ever again.

Apart from a long wait time on the telephone is service is very good and the staff are brilliant.

I rarely leave reviews, but the difference in service between Towergate and competitors like Westminster was striking. I filled out Towergate's online form and got a call the next day, but after missing it, I had to chase them and did so the same day. The process dragged on for a week there onwards, with slow responses from Kyle G. Meanwhile, Westminster responded in 24 hours, beat Towergate’s quote, and even offered to price match. I regret wasting time with Towergate! Honestly, call Westminster, they’re brilliant, fast, price competitively and they actually want your custom! Would have awarded 1 star but gave 2 because their initial call back was quick.

Company took two weeks to allocate a payment. I rang 3 times in one week to get this sorted and to make sure I was fully insured. After being fobbed off twice, Zara from tower gate sorted the issue within 30 minutes after trying to sort this for two weeks. Thank you!!!

I took the insurance out as a foot health practitioner. I called up it cost about £220 a year. When I spoke to the other girls on the course they told me they paid £90! So be warned it’s more expensive if you pick the phone up and call them. No one told me. The next thing I was told I would get £30 Amazon voucher from a refer friend , myself and my friend. Both of us haven’t received anything. It just seems a lie. I was told we would get them after the first payment. It never arrived. I was then told it would be by post. Again nothing. Now email. Still nothing. Each week I have to ask. And I hand received nothing other than being robbed and lied to.

I recently renewed my car insurance with Towergate. They asked if I'd had an accident in the last 12 months. I had, I'd claimed through them, they dealt with it, they asked if there were any others, there weren't. They told me my last insurer refused to quote ( this turned out not to be true) but they found another insurer for the same cover and price. I paid almost £500. 3 weeks into the cover Towergate emailed me asking for another £350 as I hadn't declared my recent accident. I rang and explained I had declared it and suggested they listen to their recording. A week later they again emailed demanding the £350 or my cover would lapse. I rang them, I spoke to Stephanie. I asked for their findings on the recordings. She said they hadn't listened to them but took my word I had declared the accident and that I had to pay the additional £350. After some discussion she agreed to try to get the price down to £100 and would get back to me in a day or so. After several days I rang her. She couldn't get the price down so I would have to pay or cancel. I chose to cancel and got full cover elsewhere for less than a total of £350. When I rang regarding my refund Towergate wanted to charge me their fees for setting up my insurance. I argued this but still lost £75 for 4 weeks cover. Stephanie told me the refund would take 5 weeks (ridiculous). So 5 weeks later I chased them, Stephanie said it would be in my account in 3 to 4 days. Now, a week later and no refund I tried to get Stephanie on the phone. Cheryl said she was on a call but would have her call me back. A few hours later I called and Claire said she was on a call but would have her call me back, I asked if there was anyone higher up to speak to but was told there isn't anyone. Strange really because I remember Stephanie once saying she would speak to a manager regarding my insurance. A couple of hours later with no call back I spoke to Elaine who told me Stephanie was on a call but she had interrupted her ask if she could call me back. I told Elaine about Stephanie once referring to her manager and asked for their name. Elaine said she didn't know it, I found this incredible. I asked if she seriously didn't know the name of her managers boss? She hung up on me. How unprofessional of Elaine, though I suspect there was a lot of covering up for mistakes made. I still don't have my refund, I don't think after all their incompetent fooling around they should be holding back a single penny of my money, more like they owe me interest with an apology. Don't deal with this company, they don't deserve your business and they tell lies to cover their incompetent mistakes.

This is by far has one of the worst customer service centres for actually doing their job, calling you back when they assure you they will & after 15 years with them, and having lousy service for the past 5 of those years, I'm done. They ask me the same question every year about a claim over seven years ago (through their own nominated repairer and with valid certification provided by said repairer) and every year I resend a copy of the certificate, even though they already have it. They did the same thing this year...and after I pointed out I will write to their CEO as I have a paper trail over the past years, showing all my emails to them, and every year, in each email, I am repeating my complaint, both about their lack of contact and follow-up, because of their appalling service, she then put me on hold for another 10 mins and said their underwriters have now found it! Nearly a week later and nothing. So I have found insurance elsewhere, for almost half the cost, for exactly the same cover...AND with customer service that was perfect. I rang Towergate as a courtesy, to let them know and all she could was apologise. If I could give this company zero stars, I would.

Trusted insurer for a holiday let that I have used for nearly 30 years

Dealing with Towergate is a reassuring and pleasant experience. Their highly trained staff are polite, knowledgeable and friendly, ensuring the entire process is stress-free and clearly explained. I wholeheartedly recommend them.

Called the emergency number on our Towergate policy as our heating broke down. It was outsourced to Devon Based Solutions who had no knowledge of our policy. They said to try Ark Legal who also had no knowledge, now left waiting till Monday to call Towergate direct with no heating or hot water. I'm registered disabled and can do without this.

Absolutely appalling customer service, I tried to call to renew my policy and was cut off 4 times. When someone eventually spoke to me they could not explain the policy wording or give me any confidence that they knew what they were talking about. I am not sure what has happened to the quality of staff Towergate are hiring to deal with calls from customers.

I came here to warn others of my experience of towergate business insurance, and am not surprised whatsoever to see all the recent 1 star reviews! I have been with Towergate for 13 years, and am currently trying to renew my insurance. The service I have received is appalling, and they have absolutely no value for loyal customers. I can totally see why people are moving their business elsewhere. I haven't made a claim in 13 years, but the thought of having to do so with this company in the future terrifies me. Please save yourself some stress and avoid.

I have been with this company for over 10 years, I could not re new my insurance via the website, So phoned up was told someone would phone me back waited 3 days and I phoned them back up for the women to take my details and say someone will phone you, I did say if I haven't had a call back by Monday I will go with someone else, they never phoned today so took.my business elsewhere, another lost customer do to bad customer service.

Needed policy to cover an unoccupied house and was helped over the phone from start to finish by very helpful staff. Quick response on any telephone enquiry. Would recommend to anyone especially with a little different situation.

One of my properties was up for automatic renewal. We always pay the complete amount in one payment. This time the so called auto renewal put me on to a credit agreement paying monthly. I haven’t signed the agreement as I want I want to pay in full. Have spoken to three different members of staff who can’t tell me which property it relates to or whether I am actually insured at the moment. I have been fobbed off with “can’t access your details at the moment, someone will call you back latter”, “you’ll receive an email in the next 24 hours”, “have you checked your junk mail”. etc etc. basically just lies. Truly appalling service.

Unable to access my online account despite trying to reset password multiple times. Their website is a joke!

Ryan Gowrley did an excellent job finding me insurance for my niche circumstances.

Being a loyal person I try to stick with companies, but I am tired of fighting with them every year when the insurance is up for renewal. This year they had the details incorrect and when I asked them to see if they could reduce the premium they came back with something that was £200+ more than the original quote they sent! Trying to get hold of anyone is impossible and emails keep going in the spam folder (apparently). I have taken my business elsewhere this year and saved myself £250 in the process.

Very helpful and professional at Towergate and I have no issues at all with their staff but the quote I was given for house and contents insurance was, in my view, excessive. £1200 compared with £420 the previous year from another insurer. The increase from my current insurer was double last years and this one was three times more. It was underwritten by the same company. Sun Alliance! Rip Off Britain is alive and well.