Towergate Insurance Avis 

Very pleased with the customer service as gentleman on the phone helpful, courteous and knowledgeable. Not such a great experience on trying to create a new password to access an account I’d already made despite following all commands on how to do this.

I was really impressed as to how quickly I was able to speak with an advisor who was then able to quickly sort out my questions and needs.

Excellent service
All my concerns and questions were answered clearly. It gave me confidence to commit to the Home and Contents insurance policy. Maisie was very helpful and professional in her role

Absolutely useless! Waited about 10 working days for a buildings insurance quote on our vacant property whilst we’re selling it. I made multiple phone calls and they kept saying referred to under writers and kept asking me the same question and saying we’ll get back to you, but they never did. On the day I needed cover quest what, it was still with the under writers! I gave up, went online, made a quick call and got the policy I needed within 20 minutes!! Avoid Towergate. Useless, inefficient and time wasters!

The call was quickly answered and the agent, Lucy, was clear, concise, articulate and knowledgeable a breath of fresh air.

Knowledgeable and helpful with a non- standard insurance requirement

Towergate has insured our flats since 2008, this year the renewal schedule incorrectly referred to a detached house rather than two flats.
I called Towergate and was assured that the property was correctly listed on their system as two purpose built flats so paid the premium and was promised the corrected policy would be sent. 2 weeks later, still no paperwork, I called again and the call handler emailed me a screenshot showing 2 flats correctly referred to on their system. They promised to send the policy - it finally arrived 3 weeks later….and so I thought it was finally sorted.
Alas no; yesterday they called and said our policy had been declined - 4 weeks into the policy and 6 weeks since they initially confirmed it was correct!
I spent 2.5 hours on the phone, the policy was requoted, resulting in the premium tripling but I felt pressurised into taking the policy in order to ensure cover continued. They additionally refused to include details of an owner leaseholder as an interested party on the policy - something an alternative company I’ve spoken to today has said is normal practice.
It is somewhat ironic that for a firm who advertise themselves as offering Non Standard policies, they failed so badly. Having tried to lodge a formal complaint about our treatment, Towergate have still not acknowledged it.
Avoid at all costs if you value your sanity.

UPDATE; less than 12 hours after posting this 1 star review, Towergate are in touch asking for further details which I have supplied. They couldn’t sort out a policy for 6+ weeks but can react to negative reviews in 12 hours.

UPDATE 10 Oct 2024; Towergate have upheld my complaint and offered a £50 compensatory payment in respect thereof. Perhaps the most worrying thing about the whole saga is what would have happened in the event of a claim?

I recently had the pleasure of working with Jenny at Towergate Insurance for our company's insurance needs, and I couldn’t be more pleased with the service provided. Jenny went above and beyond to ensure that our insurance package was not only competitive but also perfectly tailored to our specific requirements. Her professionalism and dedication were evident throughout the process.

Jenny was particularly commendable for her responsiveness and attention to detail, even communicating outside of regular business hours to expedite our needs. This level of commitment is rare and highly appreciated, as it helped us meet critical compliance deadlines essential for our business operations.

Her ability to manage and simplify complex issues quickly and efficiently made the entire process smooth and understandable. We are grateful for her assistance and confident in the coverage we have secured. Jenny’s efforts have solidified our trust in Towergate Insurance as a reliable partner for our business.

I highly recommend Jenny to anyone looking for a knowledgeable and committed insurance broker. Her service truly stands out in the industry.

Reviews should be written after a claim, not based on a new customer with less than 2 hours involvement.

2 Hours? I had a policy with you. The calls- every one of them was a ridiculous comedy of errors. I was told that I had a conviction for my 33mph in a 30mph. That is not a conviction, and that is what your staff quoted me. To go from £500 to £ 900 is ridiculous.

Helpful friendly person who handled my call effectively and efficiently enabling me to make slight changes to my policy and achieve a price l felt was good.

Easy to contact friendly staff used before

As an executor of an estate, I needed to change the name and renew a policy until probate is completed. Spoke to a very disinterested telephone handler who was eating at the time. Showed no compassion for the loss of a family member and interrupted saying I can't help you, need to speak to executor. If they had listened they would have known that's why I was calling. I emailed a copy of the death certificate and am still waiting for a reply over a week later. Have renewed insurance at a much lower price as Towergate clearly didn't need the business.

Just had a renewal quote for buy to let, total amount chargeable was £157.28 This was acceptable to us so left it to auto renew. Full amount taken from our account was £186.78p. None of our documentation has quoted £186.78.
Customer Service says extra is for Towegate broker charges. This should be up front!

A knowledgeible person who speaks clearlyand consisly on the call makes dealing with queries so much easier.

Two-month decision-making process for a shower leak (which was getting worse) that culminated in a claim rejection. Same fault that happened 20 years ago which was fully managed and paid for by Nationwide's subcontractor.
Claim passed to another company, Davies, which I didn't understand either.
They won't be getting a penny more out of me.
Choose another company is my strong advice.
1 star here is flattering

After many years of holiday home insurance the premium for 24/25 was quoted as + 23 %.
After twenty minutes of exchange with a most helpful and unruffled agent the £ 687 premium was reduced to £ 636 and then £ 618.
I am concerned for the elderly who might net have the energy or perseverance to challenge this unacceptable profiteering.

Call was answered within 3 rings. Was great to speak to an advisor. No hanging on the line. Knowledgable and well mannered. Would highly recommend

pleasant knowledgeable representative made receiving my quote a breeze.

Knowledgeable for a required short term policy.
Patient and professional advice.
Hopefully the same quality of service if a claim should be made as ever with similar insurance companies.

an excellent experience - very short wait on the phone, friendly, knowledgeable advisor who could answer my queries speedily. I was quoted an excellent price. All was made clear to me. I'm very happy with Towergate as usual