Tower

You can only judge an insurance company on how they deal with your claim. That is why you are paying a premium right. I cannot contact claims as no one ever picks up the phone and after numerous emails I have yet to receive a reply. Yes I can get hold of customer services and they are charming but in the end they only direct you back to the claims service which is stonewalling. Be warned this is a useless insurance company and they are not there when you need them.

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.

Such a joke. Lodged a claim and claim manager's (Maia) number is always on VM and claims 0800 number is always on wait for hours. No way a contact or check the status. So much advertising for quotes and getting the money but when it comes to service, none there!! Horrible experience!!

Worse insurance ever.I moved from AA to Tower thinking it was a better deal as they seemed more professional. I have made a claim more than 4 weeks ago and I am still waiting for a response even though I have sent multiple emails and I have called customer service.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.I will cancel my insurance soon and never renew my insurance with Tower. Extremely awful

Our house was inundated by flood Friday afternoon.Phoned Tower 10am Saturday morning. Phoned back 3pm to make an appointment for the assessor 9am next morning.Had claim accepted & contractor came in to start 1st stage of recovery Tuesday.Very impressive service so far.

Easily the WORST customer service I have ever experienced. I made a vehicle accident claim four and a half months ago. I am still waiting to hear if Tower will honour my claim. After some chasing to figure out what was going on they finally said they had to refer it to their technical claims manager because my vehicle had aftermarket suspension. My suspension did not cause the crash nor was it damaged. I need two new doors. Anyway… I have to keep chasing them for updates. The average waiting time to get through to a call taker is around an hour. When I finally get through they say my claim is still sitting with a senior manager. Its the same senior manager who I have never received a phone call from despite being told by her colleagues she would call me back. I have questioned her existence and they tell me she is in the office but about to go in a meeting. I have had that line at least 4 times now. Either I am very unlucky with the timing of my calls or its a flat out lie. I have had two emails saying the claim is being reviewed and they will contact me when they know more. When I ask when that might be they don’t give me an estimated time, they just ignore my emails. They even ignored my emails when I stated it was taking a toll on my mental health. Speaking to an insurance investigator I am told Tower should be initiating contact with me at least every 20 working days. I am told they have procedure to follow when people mention mental health. Neither of those things are happening. They are not following their own rules. Their customer service is terrible. When I asked one of the call takers who I complain to regarding the senior manager sitting on my claim they said that manager is the one who they forward complaints too!No Tower I will not PM you on facebook. I have tried that weeks ago and it made no difference. My name is at the top of this review and a simple search of your system will locate my claim. Maybe you could tell me if this will be resolved before Christmas?

The main reasons that I signed up were that it would save $200+ compared with our then current insurer, and because I had invested such an extraordinary time in going through the signing-up process. My suggestion of providing a statement which ties together all the five policies in one place to be able to complete payment in one transaction (like FMG does!) has so far been ignored.

I'm new to Tower, having been insured through Brokers for many years. It was easy to navigate the online insurance proposal for each of the policies I needed. I paid online, premiums considerably cheaper than my existing insurances. Since then, Tower have been extremely proactive to ensure I have the policy wordings, understand process and they have given advice as to setting up an online policy management account. Further, owing to the spate of extreme weather events, Tower have proactively emailed me to ensure I am safe and what to do if I am not or if the events have given cause for a claim. I've been very impressed thus far, though I have not needed to make a claim for any reason.

Absolutely the worst insurance company to deal with! Claims not progressing and claim managers just sits on the cases whilst asking their customers to deal with their 3rd party incompetent assessors!We have submitted 4 complaints and yet nothing is moving as Tower keeps coming up with one excuse after another.Getting an insurance for an ease of mind but DEFINITELY NOT WITH TOWER.

Ridiculous. I had the accident over a month or so ago and I have not heard anything from tower. just an email to get a quote. I have emailed multiple times to find out the result of who was at fault etc. and what the steps would be in terms of paying the excess. Heard nothing back. Paid my excess online via mytower only to find out I was meant to pay it to the panel beaters when I dropped my car off? I don't know. Ive had no help, no instructions, no personal call to say hey this is the next step etc.. Very weird experience for my first accident claim. You'd think they'd be more supportive considering how much we spend on these policies. Very disappointing and I cant wait for it to be over and done with.