Towergate Insurance Avis 

Horrendous company do not get insurance through this company they are taking thousands of pounds for the past 4 years with an open claim on our building and wont fix the problem which is easy an easy fix. They are robbing money and we will now be looking in to legal action to look into where our money is being spent as they is something going on

Ive been using these guys for almost 13 years and when I started using them they were probably the only decent freelance insurance about. But with each year the renewal costs keep going up and up.

I have always thought if you didnt use your insurance then the following years premium drops, but no its gone up by almost £200.

Thankfully ive never had to use them but £500 a year for something that you may or may not need is ridiculous and pure greed.

This year im looking elsewhere and for the same insurance I have managed to find it for £325. Still expensive but not as bad as £500, and then next year it will be closer to £600. Im not a fan of insurance at the best of times, but in today's climate asking for £500 to insurance my kit is ridiculous.

I have insured both our home and a holiday home under separate Towergate policies. I always found them very helpful, on the extremely few occasions their services were needed, but also with renewals etc. However shortly after the transfer to Everywhen I started a claim for a very small sum (<£500) arising at our holiday home - which was submitted to the only email address I could find for them. After a week or so I was notified by phone that I had cancelled the policy. I definitely had not, and the continuing direct debit payments confirm this. The call handler promised to look into it, could not explain the purported cancellation and did not supply any better contact information. Today (about 10 days later) I have put them on notice that I will cancel both policies in two weeks time if they don't get their act together.

!!!DO NOT DEAL WITH THIS COMPANY!!

I have been insured with Towergate who was bought out by Everywhen and they sent me my updated details with insurance cover & Horseboxe breakdown cover on the letter it had a contact number for both Towergate & ERS.
Yesterday I had a blowout on my Horseboxes drivers side back tyre on the M25 between junction 14 & 15 300 miles from home.
I contacted the company on the telephone numbers provided and spoke to 2 people who weren't helpful at all, in fact they were both the most unprofessional and incompetent customer service people I have ever dealt with!!! Apparently my breakdown cover was cancelled by Al?!!!!!!
Not me but Al. I was left stranded with 2 friends and my beautiful horse 300 miles from home!!! They say that Towergate was bought out and they didn't have anything on file for me as a customer even though I emailed them a copy of my letter with breakdown details and cover attached!!!
They continued to tell me that I wasn't covered due to Al cancelling my breakdown yet they have still been taking my money from my account on a monthly basis!! The only way they could help me was for me to pay £650 every £20 miles (300 miles from home) and try to claim my money back!!!!
They wouldn't help me at all and left us stranded and traumatized on the busiest road in the country with a horse on board!!!!
I will now be requesting recordings of my calls in accordance with the law and I want answers from this terrible company!!
15hrs later myself and my poor horse and 2 friends arrived home safely but with no help whatsoever from this disgusting company....

What more can I say !
Towergate insurance went above and beyond
To sort my claim out as soon as possible!
Very very polite on the phone and quick replies to emails
Danish Mukhtar who dealt with my claim was very caring when I was answering questions knowing I’ve got breathing problems!
He never rushed me which made me feel more at ease
He kept me updated from start to finish
I would 100% recommend Towergate Insurance
Thank you Danish for your support & everyone else involved
I can now relax and enjoy my vacations away in our holiday home 🥰

Dreadful customer service . Was only making a phone call to confirm that I had paid a premium via bank transfer . This is new business in a competitive market . It took them ten minutes to answer the phone . The woman who answered wanted to know why I was calling ?, erm like insurance , then kept me waiting again . Dreadfully shoddy , I wouldn’t have gone with them had I not already paid the money. Unhelpful call centre dtaff

I don’t usually write reviews, but I have found reviews helpful in the past and so want to highlight that this company has deteriorated in a variety of ways since I first used them. Their call centres seem totally disorganised, they don’t return calls or send information as agreed. My last experience was so bad that I moved to a different company that is efficient as well as much cheaper.

I have been with Tower gate since ,2019 I have never made a claim until now which was turned down.It is true saying you don't know how good your insurance company is until you make a claim.
Will not be staying with a company I can't trust.

I have never been able to successfully log in to my online account.

Every attempt to log in tells me that my password is incorrect and asks me to reset it. During the password reset process, the system requires postcode verification, but it repeatedly says the postcode is incorrect, even though I am entering the correct UK postcode for my insured rental property.

This has been happening for many years, meaning I have never been able to access my account at all. This is not a simple password reset issue, but a fundamental problem with the login or postcode verification system.

I have raised this issue before but it has never been properly resolved. I am posting this review publicly in the hope that the company will finally investigate and provide a solution.

After more than 15 years trying to get a to confirm that the Solor panel are included in the renewal quote took 7 days and still haven’t confirmed and keep diving me off that they are waiting for the underwriter to confirm

We took out a liability insurance policy with towergate only to find that when we tried to put a valid claim through it was denied saying we were not covered
!! Sold a policy that is invalid we are looking for a full refund

I bought holiday home insurance which was a nice policy more focused on my needs. All good purchased the policy but then noticed my payment was taken twice. This was at the end October. Its now December 12th. Despite 4 telephone calls (30 mins plus each in time), emails and now one official complaint still no refund when they can clearly see a double payment was taken. Real shame as policy and staff great but no one actually able to solve my problem, just blamed on the accounts department.

Worst insurance I've ever dealt with. I wanted driver instructor insurance. Not only did they sell me a policy that wasn't suitable with the underwriter they used i got charged my entire deposit of £117 plus an additional £4 which was cancellation fee and admin fees. What an absolute joke. Furthermore a month on from it being cancelled they take a further £117.73 first monthly payment for a policy in dont have. Upon calling im told I have to wait 4 days for the unauthorised payment to be processed then a further 5 working days for the refund. What an absolute bunch of clowns. I would avoid at all costs

Recently renewed my landlord insurance for the ninth year in August. I only just noted that they left out Landlords home emergency cover which I always included so contacted them to include this important cover. However I was told by Towergate ( now called Everywhen) that they would not add this cover mid way through the policy despite of their omitting to include this in the quote! Clearly Everywhen/ Towergate do not value their longstanding clients which is very disssppointing.

We have been paying monthly for over 10 years. Recently our park home needed an external wall repaired due to a problem with water in the void area between the internal and external wall, which wasn't visible until it damaged the external wall.. On their instruction we called out a specialist who wrote a report and quoted £3,950 to complete the work
All documents were sent to Davies the claims team for Towergate and there the problems started. Although we had £500,000 cover for structural repairs, they decided it was our fault for not repairing it sooner IT WASN'T VISIBLE for some months, and said it came under "gradual" repairs
From my first phone call with them, they never contacted us (by phone, email or post) I spent 8 weeks having to call them, they never responded to email....They didn't return my calls or let us know the outcome of our claim. Every time I called the claims team, I spoke to ANOTHER handler and had to explain it all again!!
Eventually I spoke with someone on the 18.11.25 who informed me a letter from their technical response team should have been sent to us and they emailed it over to me.... it was dated 04.11.25 - 2 week's previously, but never sent to us..
We have had to cover the costs ourselves, so I've cancelled my policy, I refuse to pay any cancellation fee and they've lost a good customer of 10 years, who paid over £60 per month without fail...
DON'T USE THIS COMPANY

I was surprised and pleased when Trustgate reached out to me to suggest an alternative policy which was actually cheaper and better. An unfortunate administrative mix-up followed, but thanks to the kind and patient help from Ladi O on customer support, all was fixed with the minimum of fuss. The point is that mistakes do happen in the real world, but the key is finding a company willing to listen, take notes, and find a solution, in this case very fast. Full credit to Ladi who certainly exceeded expectations.

(Note--Towergate are in the middle of a change of branding to Everywhen, so this review may equally apply to them.)

Very helpful staff. Easily understood insurance process ie non complicated. Attentive and patient. Price was very reasonable. Got the cover i needed. Overall for 1st time using this company I hope next year's premium will be keen.

Denied their own email existed and used it as an excuse not to cancel my insurance within the cooling off period that I emailed them about. (I discovered their policy was vastly over priced and found another 60% cheaper). When I phoned to find out what was going on, it was over 14 day cooling off period and they refused to accept i had emailed them and charged me when I cancelled. I WENT TO FINANCIAL OMBUDSMAN AND WON, got my money back eventually. Watch out for these incompetent jokers and don't let them get away with ripping you off!!! I wonder how many people they have done this to?? Also, I don't need any empty apologies after this review Towergate, there is nothing more to say.
* Update, Towergate want my details to confirm this is genuine, I have sent them my original complaint number and name. I DO NOT WANT TO HEAR FROM TOWERGATE, you can do what you want with your internal investigations, I am not interested anymore.

I spent considerable time completing their (pretty exhaustive) online form for both our home, then our separate holiday let, which results in both policies going to "Under Review" status on Towergate portal. Two weeks later and... no response. Total time wasters...

I was insured with Pace Ward for ~18yrs on a specialist multi vehicle policy before they were taken over by Towergate. I should have known it was going to be painful when they couldn't initially tell me if they offered track day insurance.

On Saturday 30th August I sold all my vehicles. When I returned home I tried to call them to cancel my policy, but their phone lines were closed. I therefore called first thing on Monday 1st September and the policy was cancelled.

It turns out however that despite it being their phone lines closed they decided to charge me £156 for the full month of September, even though I couldn't contact them to cancel any sooner. Not exactly great customer service.

I've sent several emails since and they are all ignored.

Would not recommend this company to anyone.