Towergate Insurance

4.1 / 5

Towergate Insurance

4.1 Great
The main metric, showing how trustworthy is the business. Calculated using proprietary rating algorithm based on the AI, analyzing 25 different parameters.

4.1 / 5

Trust Score

4.1

Reviews

3

Social

5

Featured

4.5

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  • The site has mostly good reviews
  • The SSL certificate is valid
  • This website has existed for more than 3 years
  • Facebook account found with large audience
  • Business is mentioned on Wikipedia
  • Linkedin account found with large audience
  • The company has an ANDROID app
  • The company has an IOS app
  • Instagram account found but audience is small
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30

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Based on 4727 reviews

Smart.Reviews

4.1

30 reviews

Mamma

5

4324 reviews

Trustpilot

2

373 reviews

Towergateinsurance.co.uk Review

From caravans and boats to offices and trades - insurance tailored to your personal needs or the needs of your business Your passion is our passion

Towergateinsurance.co.uk Customer Service Contacts

No contact details for this company.

Last update: Wed, Mar 9, 2022 3:48 AM

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Towergateinsurance.co.uk Reviews & Complaints (30)

Filter reviews by tags

delivery

price 5 /5

quality

customer service 4.4 /5

on-time

Fast easy reliable quote in seconds rather than minutes. The site is easy to use and very flexible being able to retrieve and modify your quote
5

3 years ago

review by David Franklin

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

This is my third year of cover for narrowboat insurance that fits my needs at a competitive price. I find Towergate easy to deal with on the phone and by email.
5

3 years ago

review by Trusted Z.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Good Service although i was left on hold for approx 30 mins so a costly call
5

3 years ago

review by Carl Webber

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

No �40 Amazon voucher for new business??
4

3 years ago

review by Trusted N.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Good but as a customer of 14 years would have expected to be able to make amendments to policy over phone and not have to log into your website and complete all my details that you already had and then email to confirm that my old policy had been cancelled. Changed the site we were storing the caravan on and then used our webiste to get the quote I wanted and had seen on a comparison site. Just time consuming.
4

3 years ago

review by Trusted R.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Happy to have had holiday home insurance with Towergate for over 20 years.
5

3 years ago

review by Trusted L.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

It's a shame that with the current Covid 19 virus preventing the use of my caravan there was no reduction in insurance premium to reflect the reduced risk.
5

3 years ago

review by Trusted M.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

The only problem is that in the only the 24 hours since agreeing the policy this is the only notification received, no confirmation of details or acknowledgement of payment which I find extremely strange.
2

3 years ago

review by Trusted I.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Only been with the company for one year and have not had any claims experience but find their general attitude friendly and helpful.
5

3 years ago

review by Trusted K.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

UPDATE 16TH JANUARY 2020- TOWERGATE TOLD ME THEY WOULD INVESTIGATE WHAT I RAISED IN THIS REVIEW AND GET BACK TO ME 6 DAYS AGO AND THEY HAVE NOT EVEN BOTHERED. THE MATTER HAS ALREADY BEEN SENT TO THE FCA AND THEY ARE DEALING WITH TOWERGATE OVER MY COMPLAINT OF THE CLAIM I MADE AND IN MY OPINION MISS SOLD POLICY

ON TRUST PILOT TOWERGATE HAS A NEGATIVE OF 68%



I don’t understand why review sites don’t have a zero star rating because Towergate would be more than worthy of a zero star.....anyway

So I placed a claim to them in October 2019 for a static caravan window and initially I thought the claim would be dealt with quickly but how wrong could I have been. if we were playing a playground a game of chase me, then wow towergate wins that one, I had to constantly chase them up all the time

Anyway we started to make slight progress only because I kept on at them, not because they wanted to sort the claim. I got our site repair company to complete a report like I was asked to do by towergate and he sent that directly to towergate with images and then I get asked by towergate does the report mean it’s rain damage, so I said how am I meant to know your the one with it in front of you. During the same call I was asked about rainfall in the area and all sorts of other stupid **** and the call ended with “we will have to check weather conditions and rainfall and get back to you”

Anyway time goes by and I got fed up and no surprise really, yeah you guessed it, no return call from them, so I chased them and made a complaint about how they were dealing with the claim or should I say lack of dealing with it. We agreed that I could get work underway so I arrange the contractor to do the job

Sometime later (days later, not hours by the way) after towergate agreed I could get the work done while the claim is ongoing it felt like we were starting to get somewhere

A day or two later I then get a call from some random mobile number with a chap asking me where are the keys kept for your static caravan, sorry and you are please?. I then found out from the chap that he is a loss adjuster who towergate have now instructed to view visit, i didn’t actually get told by towergate that someone would be contacting me, the first thing I knew was the call from a mobile asking where are the keys kept. The adjuster then informs me he cannot visit straight away but wanted to get the keys on arrival to site, so I said it’s external damage to a window, I take it towergate haven’t bothered to tell you that and he replied, it’s an internal leak isn’t it. (No it’s not an internal leak at all) I also then found out he could not attend straight away and this then lead to me having to cancel the contractor that had originally been agreed could start the job simply because towergate couldn’t be bothered to tell us and because the adjuster couldn’t visit sooner. The contractor then had to lose a days work because we had to cancel the work last minute and he had set a day aside to do our caravan

A few days later I ended up having to contact towergate AGAIN to find out what’s happening to be told I would have to contact the adjuster myself because they don’t have his report, yeah that’s right I pay these for insurance but I have to do the job for them. So I call the adjuster and he says towergate have the outcome and they have had it a couple of days and your claims declined looking at towergate notes. Oh is it, didn’t anyone think to tell me the customer???.

While on the phone to the adjuster he tells me storm damage isn’t covered by towergate so I explain to him that it says on their website storm damage is covered and here’s what it says on their website and still does as of a few minutes ago it says the below (it also clearly says in the policy document that they also cover storm damage with exclusions only to gates, fences, hedges and frost)

“A concern for many leisure home owners, storm damage can cause a whole host of problems from leaking windows, to damage due to high winds. With Towergate your policy covers you for storm damage as standard, with exclusions only to damage caused to fences, gates and hedges, and frost damage” source towergate website 7th January 2020

The adjuster has a look himself on their website and then says well that shouldn’t be on there and you might have a good claim for Miss selling there, not that I am encouraging you of course, do you know that you can complain to the FCA if towergate don’t resolve this matter. Well nice bit of advice there from towergate’s adjuster for us.

During the call from the adjuster he also explained the claim was declined on the basis of the following

. Any claim resulting from Deliberate or criminal acts by You or any other person included in the Policy.
• Any gradual causes including (but not restricted to) deterioration or wear and tear
. • Seepage of water through seams and seals

So aside of being gobsmacked at point 1 and still to this day I am trying to get an explanation for the insult regarding that they imply I have committed a criminal or deliberate act to my own caravan window, when the actual damage is water damage to the structure of the caravan. I thought I would then ask the adjuster where are these things you are reading and he replied it’s in your policy booklet, so I said it’s a double A4 sided bit of paper and it’s in front of me now and he said no towergate should have sent you a booklet it’s around 30 pages long and I said no I have what’s covered in front of me here and it doesn’t say anything like what your reading to me now. Oh he replied that might be something to raise with towergate and the FCA but I will send you a copy if you want along with a copy of the outcome for the claim

So we’re now in January and this has been ongoing since October 2019 and I have put a complaint in to towergate about the service, outcome of the claim and Miss selling of the policy based on the wording and today I got a brush of letter from towergate basically avoiding some questions and points that I have raised closing it with pointing out to me to go to the FCA if I want because this is there final decision but strangely then telling me I can call them to discuss this matter.....no no no, you said it’s your final decision and you have made your bed so lay in it because the next people you will here from on my behalf will now be the FCA for your handling of the claim, outcome and Miss selling and I will file the same complaint about Miss selling for all the static policies I have with you because the same policy wording is used in all the policies, I have and some go back for 9 or more years

All I can say is towergate are no strangers to complaints and negative reviews, on (trust pilot) they have a 68% negativity and the internet is littered with poor reviews and complaints and towergate are no strangers to the FCA either, if I recall the FCA hit them with a 2.6 million fine for poor customer handling a couple of years ago

There are other companies out there and lots have loads better ratings than towergate as I noticed myself today while looking to sort a replacement insurance company for all our statics

Look elsewhere for cover because these have let us down massively and I wouldn’t want anyone to have to go through what we have and are doing
2

3 years ago

review by K. A.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Used in the past, and will always use in the future.
5

3 years ago

review by Gary Mitchell

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Found your representative Alex very helpful
5

3 years ago

review by Gordon Pike

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I've been impressed with my dealings with Towergate, both last year when I took out the policy and this year when I renewed.
4

3 years ago

review by Trusted P.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

I have had my boat insurance with Tower Gate for over five years. Customer service is always good and prompt. Will have no problem continuing with them in the future.
5

3 years ago

review by Mr Roger

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Easy to use and great cover not provided by my current insurer
5

3 years ago

review by Trusted T.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

poor as wanted to speak to customer services 2 long waits and still no one answered
1

3 years ago

review by Paul Mcpherson

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Excellent staff, processes caused a call of over 1 hour to secure cover.
4

3 years ago

review by Trusted O.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

i have two very different polices that fully cover my requirements. I don't know how competitive their policy costs are but their service and support provides me with peace of mind.
5

3 years ago

review by Trusted N.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Due for renewal cost �20 cheaper online than accept quote from letter, would have received 5 stars if quote same.
4

3 years ago

review by David Mackay

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

I haven't needed to make a claim yet so can't give 5 stars
4

3 years ago

review by Trusted Y.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Towergateinsurance.co.uk Review

From caravans and boats to offices and trades - insurance tailored to your personal needs or the needs of your business Your passion is our passion

Towergateinsurance.co.uk Customer Service Contacts

No contact details for this company.

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