Towergate Insurance Avis 

Great customer service. I felt acknowledged and important to the team.

Needed a landlord insurance policy.
Filled in details online but then had to speak to someone - what a relief when Sydney was so easy to deal with

Very polite,helpful, efficient

Very friendly and helpful service. A straightforward, simple and uncomplicated transaction.

Not the usual customer experience, took time to answer questions, gave clear answers. No background noise.
10/10 service from Abi. Will use again!

Great company to deal with and they cover all bases. Been with them for 15 years. Handling fee is a bit high for sole trader insurance though.

Poor experience, use you for over 10 years but now you advise , at late notice that your insurers won’t renew my current product. Before I receive your letter I get multiple calls stating I’m looking for insurance! I was not aware I needed it at that point. Really poor service. And this is after I have paid you over the odds for years, more fool me.

Superb customer service throughout the last 12 months and also during my renewal. Very impressed

Friendly and knowledgeable staff with genuine concern for customer satisfaction.

I understand that Towergate are now going to be calling themselves "Everywhen". They seem to be putting a huge amount of effort into the rebrand- while none at all into retaining loyal customers. After several years with Towergate, they sent me a renewal invitation for a property that I don't own, instead of the ones I do own. I emailed them back to point out their mistake- and heard nothing for 2 weeks. They then sent me a fresh renewal invitation for the same property that I don't own. After more emails over a couple more weeks, I tried phoning them- where wait times were over 20 minutes. Trying to sort out a minor change to my policy (removing a house that I'd sold from my landlord portfolio policy) seemed totally beyond their abilities. After messing me around for a month, with one day to go before my policy needed renewing- I emailed a different company, The Home Insurer, who got me sorted with with a policy from scratch within a couple of hours. I think that says it all about what sort of company Towergate have become. All I can say is "other insurance brokers are available".

Was recommended Towergate by Rias after my dad died and I needed unoccupied home insurance while his home was sold. Given the circumstances and the recommendation from Rias, I took the policy Towergate offered me on the 4th September. I immediately regretted my actions, thinking it expensive, so searched a couple of other sites and realised I had overpaid. I emailed them on 6th Sept to cancel the policy (as this was easily within the 14 day cooling off period they had repeatedly told me about). No response. Emailed them again on the 10th - no response. Have now tried to contact their complaints department. Still not received any reply, or even an acknowledgement, to say they are dealing with this. They can’t reply, but they could email me a Welcome Pack this morning! The lack of response/customer service is appalling. I simply want to cancel a policy within the cooling off period, which I am entitled to do - why is it so difficult to do this? The whole situation has caused me unnecessary stress at what is already a very upsetting time. Do not use them if your circumstances are similar to mine
I really appreciate the reply from a couple of days ago and the sentiments expressed in it. However, I still haven’t been contacted by anybody ( even though I sent you the details you requested)

Towergate were helpful and willing to listen to find ways to help. Linda who I dealt with went out of her way to find a mutually acceptable policy for us...whereas other companies refused to budge an inch. Well done Towergate...the human face of insurance!

The insurance assistant was very helpful and extremely patient while we worked out the best policy over the phone. Then she emailed the quote so I had a chance to look at it on paper. I was then confident it was what I needed so I took out the policy. I wish I’d done this years ago because my old insurance company was charging me twice as much!

I initially did a quote online and this was followed up with a phone call from them. I spoke with Esmie who was very knowledgably and super nice, she suggested I went for a different product than I had initially enquired about, this ultimately saved me a lot of money compared to my previous insurers renewal offer, and it also was a far superior product providing me with greater cover. I would have no hesitation in recommending them based on this experience.

Avoid as took 5 months to deal with claim they kept asking same questions with 2 weeks between reply and response to emails then wanted to increase premium and eventually said they were not going to pay out When I cancelled policy as property was sold refused to pay back 3 months remaining premium as we had made a claim even though the claim was rejected.

This company practises extortion!
We are stuck with Towergate due to a "blight”. We insure a property that flooded over ten years ago and although we have carried out extensive flood prevention works, ordinary insurers will not insure it.
As a result, Towergate put the premiums up every year, well over the inflation rate because they know we cannot go elsewhere. We are now paying twice what we should be paying!
They are now gaslighting and playing games.

I have responded to their request for information, but they are ignoring my response, trying to push me past the renewal date.

My problem was dealt with efficiently.

This company has wasted a huge amount of my time. Last year I approached them for holiday let insurance a month before the renewal date for a cottage that had previously flooded. The interviewing process took a considerable time, but I was told I would have flood insurance. Hooray! However, the process took so long they missed the deadline and I had to insure elsewhere.

I approached them this year as I still had the schedule and other documents and, this time, all that was needed was to increase the property value and the contents. Again, I left plenty of time for this simple amendment. When I rang days after the update was promised, another staff member looked at the notes and the underwriters had not been contacted. We went through it again. This time the insurance documents arrived. Hooray! But what they omitted to say was that they had excluded flood. I only found this out by going through the small print. Not professional, indeed misleading.