Tower

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Reviews

1. Marni Adlam ★☆☆☆☆

   This is the review I wish I had of read before I switched from State Insurance. Just don't. I would describe their customer service as, "using aggression and force to stop you from making a claim". They've emailed me terms I haven't agreed to, and have aggressively lashed out at me multiple times for putting in a claim. It's like WINZ, but even WINZ has morals and ethics in how they treat people and still try to stick by the guidelines. I lodged a complaint for it and the rep who took the call started with a lie, "I've reviewed your claim" but knew nothing about it. And then proceeded to blame me and lash out for this, so aggressively I ended the call. Update: 3 hours after I asked for a formal escalation out of the abusive persons hands, Tower says they've looked into it and asked the same person to contact me. I've requested the call recording for a third party to review because the level of emotional violence towards me on that call was like nothing I've ever heard in NZ before, sorry you think it's normal Tower Insurance.

   almost 2 months ago
2. PenandLil Peniamina ★★★★★

   Tower Insurance have an amazing team. They are true to their word, the staff are truely real professional people with a focus of taking on any burden to bring relief and aid in supporting you during difficult times. I had my first vehicle accident where our family truck was written off. I was shaken up, in shock and disbelief and emotional! I made one phone call to tower and everything from there changed for our family from heartbreak to abundently blessed. Even though I was not in a good state, Neha and the team had compassion, understanding, and basically fixed everything for us! Neha supported me over the phone with kindness, she reviewed our policies and within a day, she made arrangemments for us of our vehicle to be taken for assessment, followed up on the police report and photos from the accident and a rental car for 2 weeks booked, paid for and ready for pick up. I didnt need to do anything but confirm a yes or no! What stood out was how Neha thought of what was best for me and what my family needed working with our policies and entitlements and my tears, sadness and being in shock, she wanted me to rest up, take it easy and to leave everything to her and the team at Tower to organise! Trust was there. Within 3 days, an assessment was completed, a phone call was made confirming a write off, we were able to collect items from our vehicle, police reports were obtained in Towers system, we had a rental car in our driveway and our claim was paid, in our bank account by midnight! Tower made all the calls, sorted all the admin for us!The service we recieved from Neha and the team from Tower was just next level, felt like they were family! Tower enabled us to recover fast, and get back on the road. This saved us from a lot of stress, pressure and hardship. We have since purchased a new vehicle. Without delay we logged on to our MyTower account immediatley and got it insured all at a touch of a button online. A few weeks after our accident, a parcel arrived at our door, it was from Tower .... chocolates, coffee, a mug with a card wishing us well. I cant explain how blessed we feel. We highly reccomend insuring and protecting your family and assets with Tower, they are the real deal! Real people, real solutions, real support, real outcomes! Thank you Neha and the team at Tower! Your care and service overshadows the trauma, pain and loss the accident caused our family. I have the mug at work and am reminded every day of the kindness and blessings we recieved from Tower. Your get better card will be on our fridge for a while yet!

   almost 3 months ago
3. Nagajothi Kaliappan ★☆☆☆☆

   I had a disappointing experience with Tower Insurance. I recently contacted their customer service team to get quotes for Home, Car, and Contents insurance. Unfortunately, I was kept on hold for over an hour, and the call eventually disconnected without any follow-up. When I asked about a scenario where my home might be empty for a few weeks, the explanation was unclear and complicated. My concern is that important details like this are not highlighted upfront when purchasing a policy, but later customers are told to check the policy wording, which feels burdensome. Two days later, I was informed that Tower could not provide contents insurance because of my claim history (four claims, one of which was withdrawn). This left me questioning the purpose of insurance—customers pay premiums to protect their property, not to be penalized for legitimate claims. Overall, I found the process frustrating and unclear, and I expected better communication and transparency from a company that promotes itself as an award-winning insurer. It’s easy to see why Tower has received so many negative reviews.

   almost 3 months ago

1. Charlotte Cunningham ★☆☆☆☆

   Beware. Tower lack integrity, transparency and have acted in a fraudulent manner in relation to my contents claim by breaching The Fair Insurance Code - withdrawing an offer without explanation, declining my verbal request for escalation to lay a complaint, ignoring written and verbal requests for documentation of the valuation that supports their offer - which is thousands of dollars less than the 3+ quotes I have received. I have to call and chase Tower for any forms of communication. I am devastated to have to even make the claim and Tower take advantage by delaying all communication and making demoralising offers. I am cancelling all policies held with Tower and will warn everyone to do the same. Tower behave so fraudulently that they would not even confirm when asked on the phone that I could cancel my policies whilst a claim was ongoing. I pay several hundred a month. Know your rights if you have any thing to do with Tower.

   almost 4 months ago
2. Crystal Te Moananui ★☆☆☆☆

   ⭐ 1 Star – Extremely Poor Service My experience with Tower Insurance has been deeply disappointing, and I would strongly advise anyone considering this company to look elsewhere for their insurance needs. The level of service and communication I have received throughout my claim process has been nothing short of unacceptable. After being involved in an accident, I lodged a claim which should have been relatively straightforward to process. However, it took well over a month for Tower Insurance to arrange payment. This was not due to any complexity in the claim, but rather a complete lack of urgency and follow-through on their part. During this time, I was forced to make repeated phone calls and send multiple emails, simply to get updates that should have been proactively provided. It quickly became clear that if I hadn’t taken the initiative to chase them up constantly, the payment may never have been made. Unfortunately, the issues did not stop there. Tower Insurance had also agreed to cover an invoice from Powerco, which was submitted OVER 60 days AGO. Despite confirming that this expense was included in my claim, they have still not processed the payment. I have contacted their team on several occasions, each time being reassured that the matter would be escalated or followed up — yet nothing has happened. The complete lack of communication and accountability has been incredibly frustrating. To make matters worse, I was advised that if the Powerco invoice remains unpaid, I could be referred to debt collection — for a payment Tower Insurance has already accepted responsibility for. This situation has caused a great deal of unnecessary stress and worry for me and my family. What should have been a simple, routine claim process has instead turned into a drawn-out ordeal that has shaken my confidence in this company entirely. In my opinion, Tower Insurance has demonstrated a serious lack of professionalism, efficiency, and care for its customers. The staff appear uninformed, poorly coordinated, and unwilling to take ownership of their mistakes. Based on my experience, I cannot recommend this company under any circumstances. Save yourself the stress and choose a provider that actually values its clients and delivers on its promises!!!

   almost 4 months ago
3. Ashima Raj ★☆☆☆☆

   I have my house, content and my car insured with Tower since years. Someone bumped into my car and look what service I got from Tower. Call and hold online for 1 hour or more as they won't call us. Email them and forget they will reply. Leave message they day they will call within 4 hours but that's just automated message who cares? What a wast of my hard earned money. Not recommend anyone to use them if service is so disgusting. I have no car with me since Monday as the haven't confirmed to Panels beaters for repair so they won't release courtesy car. What a shame. Hopeless

   almost 2 years ago

1. Oliver Bills-Strange ★☆☆☆☆

   Do not ignore the many other one-star reviews or the unhappy people in the comments on social media. Tower Insurance has fundamental problems that should not exist at any established insurance company. Ignore that their premiums might be slightly cheaper – it's not worth it. Don't be fooled by the awards they have apparently won. Clearly those awards are either rigged, biased, fake or the judges didn't ever talk to the customers. Or Tower was the only entrant. Tower should be avoided at all costs. Our car insurance claim was a slam-dunk – relatively minor damage with a third party that was entirely at fault and had insurance. It should have been quick but instead it took almost two months before the repairs were even authorised. During this time there was radio silence from Tower. I tried to get updates several times, but when you call them, you wait for upwards of an hour on hold only to get through to someone that can't tell you anything new. They said they'll organise a callback from someone who can help, but the call never came. Once I waited on hold for close to an hour and AFTER they had gone through the security checks (so they absolutely knew who I was), the call got cut off. They could have called me back but of course they didn't. They simply do not care. Frustrated and not willing to spend another hour on the phone for potentially the same result, I tried Facebook Messenger. Seven hours after my message, I received an apologetic reply saying I would receive 'an urgent callback'. This 'urgent' call would be by Tuesday or Wednesday. The current day was Thursday. How is this in any way urgent? Needless to say nobody called me back. So I tried their online chat service. The Tower web page literally says you'll speak to a local representative but after a few odd responses, I had to question where the person was from. He confirmed he was indeed not based in New Zealand. So the website is blatantly lying. Speaking of lies, I was told I would receive the contact details of my case manager. I never did, and this only added to the frustration of getting in touch. When I queried online who my contact should have been, I was told my case manager was called 'Fast Track Claims'. I don't need to point out how that is A: not a human's name, and B: an absolute joke. Nothing about this has been 'fast'. I struggled so much to get in touch with Tower that I resorted to talking to the other party and my repairer instead to confirm that Tower had indeed not done anything yet. I felt like I was having to project manage the claim to get it over the line. The whole situation sucked. Imagine two months of not knowing if your claim is even covered; of thinking the third party's insurance might close the book and think nothing is happening; of not knowing whether something might be wrong with the claim and you might be footing the bill for the repair. I am not alone. There are so many others experiencing this same predicament. Tower are happy to take our money but they will do the absolute bare-minimum to hold up their end of the deal. I've likely put more effort into this review than any Tower employee has done for their job all year, so please do yourself a favour and steer well clear. As soon as our claim was settled, we moved all our insurance to another provider and we will never be back.

   almost 2 years ago
2. Keegan Hodson ★★★☆☆

   Stupidly high premium for what you're covered for. Had my partner paying almost double my yearly premium with a competitor - oh and of course, I am younger, a male under 25, and driving a "luxury vehicle", where she drove a lesser valued Mitsubishi of the same year. Math doesn't quite add up. Customer service side of things - They were great, and made claiming for the theft straightforward to deal with. Prompt and got it taken care of quickly enough.

   almost 2 years ago
3. Saliyavatsal C ★☆☆☆☆

   Worse insurance ever I have had. I moved from Ami to Tower thinking it was a better deal as they seemed more professional. I have made a claim 4 weeks ago and I am still waiting for a response even though I have sent emails and I have called customer service more than 5 times. Customer service took around 2hrs to receive a call. Imagine a person doing 9 to 5 job, how hard for him to deal with it. I am stressed out now. I don’t even know what to do in this situation. Either keep waiting for an answer that will take months or just fix my car by myself. Obviously that SHOULD NOT happen as I am paying for an insurance so I do not worry about car bills. Extremely awful.

   almost 2 years ago

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