Holiday Home Towergate Insurance
Professional approach…
The two call handlers I spoke to regarding a problem were most helpful. My call took an hour as it was complicated but at no point did I feel frustrated.
The call handlers patiently answered my questions and were very knowledgeable. No garbled answers, background noise or 'couldn't care less' attitude. Impressive
Been waiting nearly 4 months for refund
Been waiting nearly 4 months for a refund and still no refund. Complaint going to financial ombudsman soon.
Reply from Towergate Insurance
Hello, we are very sorry to hear this. We will send you a form via TrustPilot now requesting your full name, email address, phone number and policy number. Once we have these details we will follow up with the relevant team who will assist you further. Many thanks, Towergate Insurance
Great company
Easy to deal with and competitive prices. The advisor was courteous and helpful
Overcharged in error but no refund.
I have been overcharged by this company. They charged me double the premium amount in error. Despite contacting the company several times regarding this matter, they have done nothing to refund the overcharge.
Reply from Towergate Insurance
Hello Chris, we are very sorry to hear about your recent experience and that this has not yet been resolved. We will send you a form via TrustPilot now requesting your full name, email address, phone number and policy number. Once we have these details we will follow up with the relevant team who will assist you further. Many thanks Towergate Insurance.
Clear and helpful advice by a person…
Clear and helpful advice by a person rather than endless loops on a website. Much appreciated!
Reply from Towergate Insurance
Good morning Rolf, thank you very much for taking the time to provide us with a great 5-star review. Fantastic to hear that you found our service delivery so helpful. Hope you have a great day. Many thanks, Towergate Insurance
Very poor customer services
The only way I know they got my email cancelling my policy is that they sent me a customer service questionnaire.
I have now been holding for 19 minutes to speak to one of their BUSY EXECUTIVES as they have not replied to my week old email.
Just affirms that I am right to move my business to another company.
Update 29/06
Having waited for 27 minutes on one line and 38 on another I rang back and took the new customer option which got answered immediately by the actual person I needed to speak to - when I said she had not acknowledged my email she said she had passed it on and therefore "it was not her problem". I have raised a formal complaint.
Reply from Towergate Insurance
Hello Hilary, thank you for taking the time to bring your recent cancellation experience to our attention via this review. To enable us to progress this, we will send you a form via TrustPilot now requesting your full name, email address, phone number and policy number. Once we have these details we will follow up with the relevant team who will assist you further. Many thanks Towergate Insurance.
Value of boat change
I had to change the value of the boat insured and alter that it would be going offshore. This was done very simply with polite friendly staff
Reply from Towergate Insurance
Good Morning Denise. Thank you for providing us with such a great review and we're delighted to hear you found the process of making a change to your policy simple. I'll pass your feedback on to the marine team now. Have a great day and many thanks. Towergate Insurance
Once again an outstanding service.
Once again I have received a fantastic service from Towergate Insurance way and above other companies. A consistent high level of service is so important to me. Thanks Towergate!
Reply from Towergate Insurance
Good Morning Susan. What a super review - thank you very much. The marine team are going to love this one. Have a great rest of the week. Many thanks, Towergate Insurance
Excellent service
Excellent service, good policy at a great price
Reply from Towergate Insurance
Good Morning Derek. Thank you very much indeed for the 5-star review. I'm delighted to hear that we were able to hit the trifecta with our service delivery, cover and price. Have a great day and rest of the week. Many thanks, Towergate Insurance
QUICK & EFFICIENT SERVICE
Had to call customer services to change payment from monthly direct debit to a one-off. All done quickly & efficiently.
Reply from Towergate Insurance
Hello Ken, thank you very much for taking the time to leave us a 5 star review. We shall pass this on to the caravan team now. We hope you have a great weekend.
No response
I was recently advised by email that cover for a policy would not be provided at renewal. I called up and was advised what had happened, it appeared to be solve-able. I have not had a call back, nor a response to emails to discuss options. I have been a client for a number of years and previously had enjoyed good service.
Reply from Towergate Insurance
Hello, we are very sorry to hear this. We will send you a form via TrustPilot now requesting your full name, email address, phone number and reference number. Once we have these details we will follow up with the relevant team to assist you. Many thanks.
Excellent service & price
Excellent service and great price for exactly the same cover provided by another - cannot fault the service and speed of replies.
Reply from Towergate Insurance
Good morning, thank you for leaving us a 5 star review. I will pass your feedback on to the Riskline team now who I'm sure will be delighted. Hope you have a wonderful day.
Got an online quote easily enough
Got an online quote easily enough, but tried to call their new customer line for clarification on one point. Was left on hold for 15 minutes and then hung up on before getting to speak to anyone. This happened twice in a row so I'm guessing a sign of things to come, and won't be taking up a policy with them.
Update since your call… I think you're mistaken. I was called with the greeting, 'my manager asked me to call to try and help you', but I informed the operator that I had already taken out a policy elsewhere. The issue was never about the waiting time, it is the annoyance of being hung up on by a contact centre after waiting for a long time, especially when the call went through and you can hear the team in the background. If only you had answered the new customer line as quick as a negative trustpilot review, you would probably have had a new policyholder today… oh well.
Reply from Towergate Insurance
21/06: Hello, we are very sorry to hear this. We will send you a form via TrustPilot now requesting your full name, email address, phone number and quote number. Once we have these details we will follow up with the relevant team to assist you. Many thanks.
21/06 Update: Thank you for responding to our request for information so quickly. I understand that a member of our property team called you earlier but it wasn't a convenient time for you. We'd like to apologise for the long wait you faced trying to talk to us about your quote – we are currently dealing with a high demand in our contact centre. If you would like to talk to us when it is more convenient for you, if you could tell us via this review and we'll organise for a member of the team to get in touch. Many thanks, Towergate Insurance.
Towergate were very helpful
Towergate were very helpful with an issue I had regarding a refund. They sorted it out quickly.
Reply from Towergate Insurance
Good morning, thank you for leaving us a 5 star review. We have passed this on to the caravan team now. We hope you have a great day.
Insurance Renewal
Telephone call answered promptly and my insurance renewal dealt with quickly and professionally.
Reply from Towergate Insurance
Good afternoon, thank you for leaving us a 5 star review. We have passed this on to the caravan team now. We hope you have a fantastic day.
The insurance renewal process was easy
The insurance renewal process was straight forward and the gentleman that dealt with my query was knowledgeable, polite and professional.
Reply from Towergate Insurance
Hi Peter, thanks for leaving us a 5 star review. We'll pass this on to the team now. We hope you have a wonderful day.
Advisor could not advise on no claims…
Advisor could not advise on no claims discount said he did not know why it was there and it would not affect the premium
Reply from Towergate Insurance
Hello John, thank you for taking the time to provide us with a review. Having passed on your review to the relevant caravan team, we understand that you have now spoken to an advisor who has clarified our position on no claims discount. If you need anything else from us at this time, please don't hesitate to get in touch. Many thanks, Towergate Insurance
Caravan insurance renewal
My caravan insurance was due for renewal. I explained we had updated to newer model and I had got quotes online. Very quickly went through the new details and found that their quote was even cheaper than other ones I had. Plus it was actually cheaper than the older model. Very quick efficient service
Reply from Towergate Insurance
Good afternoon Alan, thank you for leaving us this lovely 5 star review. We shall pass this on to the caravan team now. We hope you have a fantastic weekend.
Helpful friendly operator who sorted my…
Helpful friendly operator who sorted my queries quickly
Reply from Towergate Insurance
Hi Will, thanks for leaving us a 5 star review. We'll pass this on to the team now. We hope you have a wonderful weekend.
Source: https://uk.trustpilot.com/review/towergateinsurance.co.uk
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