Towergate Insurance Avis 

There’s clearly some potential here, but it’s buried under poor communication and inconsistent delivery. I walked away more annoyed than satisfied.

Don't bother Disgusting Appalling, Took Driving Instructor Insurance with this company, paid for the full year, unexpectedly bought a new teaching car, called to do a change of vehicle, I expected to pay more, but the additional price was astronomical, almost double. Appalled!!! But it just got better. I had paid £400 for the year and had only had the insurance for 2 months. I asked how much I would get back if I cancelled, and the reply was £75. The worst of it was that he wasn't even joking. Honestly, I'm so angry that I would rather go to a reputable company and start again before continuing to deal with bottom feeders and put this down to experience, 19 years dealing with ADI insurance, and this is the first time I have been unhappy with a broker or insurance company. After hanging up I sought out other quotes guess what...... HALF THE PRICE to insure the new car.!

Avoid at all costs. Been with this company for 10 years 5000-6000 a year no claims ever. Made a claim in November 24 and just been messed about ever since. Really not happy I’m considering legal charges against them.

Absolutely appalling service - after being a client for 16 years I will not use them again.

I have been trying to unsuccessfully renew my company insurance policy premium with them since 9th April - their "portal" didn't work and wouldn't let me login to renew, they didn't answer the phone on three separate occasions nor call me back when I left messages, they also didn't respond to four separate emails from me asking to be contacted.

Even after eventually getting through and escalating to a manager, it wasn't resolved, eventually the policy lapsed and they then made contact to refer me to their New Business Team, who quoted me £1,000 more for a new policy than my previous renewal!

After refusing to pay this figure and complaining, I was put on temporary cover whilst they looked into it - I then received notification that my temporary insurance would be cancelled unless I paid the full amount of £3,200 (£1,000 more than my previous renewal) - another four weeks of chasing them I have finally got a discount, but it is still more than my previous renewal.

Absoloutely shocking treatment, avoid like the plague.

Absolutely disgusting company my sister inlaws boiler broke in her carvan rang the insurance to make a claim they saying every time you leave your carvan you have to drain down!! What cost £250 who in the right mind would drain down when you leave the carvan you only do that in the winter!! Well one think it will not be left will take this further KEEP well AWAY scum bags

I was recommended Towergate by a reputable insurance company after my mum died and I needed unoccupied insurance. Given the circumstances I didn't shop around as had no knowledge of this kind of insurance and I was dealing with the loss of a parent so just opted for it. I now know I massively overpaid and having spoken to them about renewal would also say they were unprofessional and inflexible.
I now wanted a policy that I could change from unoccupied to landlords insurance as the property is on the rental market and their suggestion was to take a 3 month policy out at 50% of the cost of an annual and accept if I rented in the 3 month window that I wouldn’t get anything back if I cancelled, then give them more money for an overinflated landlords policy. So instead I found a Which article on landlord insurance and tried calling others. I was astounded to find an equivalent occupied policy was 45% cheaper than Towergate and they would happily at no extra charge switch me over to a landlord policy that would halve the cost again.
As for Towergates staff, when I went to renew they were unprofessional to talk to, laughing and joking, seemed to need to try multiple times to transfer me again and again, spent ages asking questions they already had answers to from my previous policy and stated paying for 3 months for almost as much as an annual policy which cost 50% of an overinflated annual one was my only option.
I cannot emphasise how much you should shop around whatever your circumstances and however difficult the situation you are in is.

A very helpful representative explained everything clearly and enabled me to arrange insurance to suit my needs

Beyond painful. 19th Century processes.

These guys were chasing us for ages to become our broker. Then we we agreed to try them out they had us provide lots of information, before proceeding. Then when this was finally done we had to sign a contract, no signable PDFs though, just flat copies that required a printer and a scanner which we don't have. They said they understood this was painful and would resolve this issue, but after despite chasing several times and missing our insurance renewal deadline as a result, we were told that we weren't worth buying the software licenses for - despite us providing free options they could use.

AI will replace this company in the next 12 months and everyone will be better off for it.

The human contact of a professional, courteous, knowledgeable member of staff.

Documents minimise use of esoteric language or clauses, making them user-friendly to understand.

Customer service staff are knowledgeable, listen carefully, and respond clearly and concisely to queries.

Terrible service, dishonest staff who don't get back to you as promised for simple amendments

Edit: I have already given you the details required. Your employee Matt should be fired for awful customer service. Several phone calls and emailing at his request and no response weeks later. I’d rather pay the premium for a better insurer who actually responds to a simple request rather than ignoring me.

Took my payment twice due to constant malfunctions in their payment system and have not done anything to return despite me informing them . Staff seem uninterested and told me it is a credit control issue but will not put me through to them

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.