I have been a customer for eleven years with my home, contents, and car insurance. Last week, I purchased another car insurance policy for full comprehensive coverage online, paying just under $1000 for the year. However, I discovered the next day that a direct debit had come out for the new policy, resulting in nearly $2000 being charged. I called the customer service line and selected the option for accounts and billing, expecting an easy resolution to reverse one of my payments. Unfortunately, I learned that I wouldn’t be able to speak to anyone in the finance department, as they stated that it wasn’t possible. I was told to email proof of payment, which the representative could see had been received, and someone in finance would investigate, but my policy was put on hold in the meantime. This process could take about a week. Today was supposed to be the day I received my refund, but as of nearly four o'clock, nothing has been deposited yet. When I called to inquire about my refund, I was informed it could take up to three days to access it. This situation has compromised my bill account due to the double transaction, and I have other insurance fees due this week. I hope my refund arrives in time to cover those payments. Therefore, I’m giving two stars. Throughout my time with this company, I’ve only made one small claim due to a weather event and have always paid my bills on time. This experience has been extremely stressful. I believe there should be a system in place to prevent double payments and automatically return funds when a duplicate payment is recognized. Additionally, do not offer options to speak to accounts or finance if it isn’t a valid choice. I empathize with the phone staff, who seem powerless to assist customers, leading to frustration. This approach does not seem sustainable for maintaining customer relationships moving forward.
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Tower is Kiwi born and bred insurance company that's been around for over 150 years. We're always looking for new ways make insurance simple like making sure our policies are written in plain language, offering a range of simple and flexible options to suit your needs and making it easy to manage your insurance online in your own time with My Tower.
