Manage Tower Insurance

How to cancel tower insurance and understand your refund rights

What tower insurance is and why you might cancel

Tower Insurance is one of New Zealand's largest consumer insurers, offering home, contents, motor vehicle and business insurance products to individuals and small businesses across the country. You access your policies, make claims and manage your account through their online MyTower portal, or by calling their support team directly.

If you've decided to cancel your Tower Insurance policy, you're likely shopping around for better value, moving providers, or simply no longer need the cover. Whatever your reason, Stopee is here to guide you through the cancellation process step by step so you can cancel with confidence and avoid costly mistakes.

When cancellation makes sense

You might want to cancel Tower Insurance if you've found a cheaper premium elsewhere, your circumstances have changed (you've sold your car or moved house), or you're consolidating policies with another insurer. The key is to cancel at the right time so you don't lose cover unexpectedly or pay for overlapping policies.

The new zealand consumer protection landscape

As a Tower Insurance customer in New Zealand, you're protected by the Consumer Guarantees Act 1993 and the Fair Insurance Code, which Tower follows as a member of the industry. These give you rights around cooling-off periods, fair treatment and access to formal complaint pathways if things go wrong.

Your consumer rights when cancelling insurance in new zealand

Understanding your legal protections is crucial before you cancel, because Tower Insurance must follow specific rules under New Zealand consumer law.

The consumer guarantees act and cooling-off rights

Under the Consumer Guarantees Act 1993, you have the right to cancel certain insurance contracts within a specified period without penalty. For life and certain general insurance policies, this is typically 14 days from the date you receive your policy documents, or from the date the contract begins, whichever is later. However, Tower's specific cooling-off period depends on the type of policy you hold, so check your policy documents or ask Tower directly for the exact timeframe that applies to you.

Pro tip: If you cancel within your cooling-off period and haven't made a claim, you're entitled to a refund of premiums paid. Keep your policy start date and any confirmation emails so you can prove when you received your documents.

The fair insurance code and complaints

Tower Insurance is bound by the Fair Insurance Code, which sets standards for honest dealing, transparency and fair complaints handling. If Tower refuses to cancel your policy or disputes a refund you believe you're owed, you can escalate your complaint through Tower's internal process and then to the Insurance and Financial Services Ombudsman (IFSO) if you're not satisfied.

Warning: Don't assume Tower will automatically refund you if you cancel outside the cooling-off period. Get any refund promise in writing before you cancel, so you have proof if a dispute arises later.

How to cancel your tower insurance policy step by step

You have multiple ways to cancel Tower Insurance, and Stopee recommends choosing the method that suits your comfort level and need for a paper trail.

Cancelling online through MyTower

The MyTower portal is Tower's self-service platform, and it's often the fastest way to cancel if you have your login details to hand.

1. Go to MyTower and log in with your email address and password.
   • If you've forgotten your password, use the "Forgot password" link to reset it before you proceed.
2. Find the policy you want to cancel in your policy list.
   • If you hold multiple policies (home, car, contents), make sure you select the correct one; cancelling the wrong policy could leave you without cover on something you need.
3. Select the policy and navigate to the account settings or policy options menu.
   • Look for a "Manage policy" or "Edit policy" button; the exact label may vary depending on policy type.
4. Choose the "Cancel policy" or "Request cancellation" option and follow the on-screen prompts.
   • Tower will ask you to confirm the cancellation date you want and may ask why you're cancelling (this is optional feedback, not mandatory).
5. Review the cancellation summary and confirm.
   • Check the cancellation date carefully; this is when your cover ends.
6. Take a screenshot or note down the on-screen reference number and the date of cancellation.
   • Tower will send a confirmation email to your registered email address; keep this email in a safe folder for at least 12 months.

Cancelling by phone

If you prefer to speak to a human or want to ask questions about refunds before you cancel, calling Tower is a good option. You'll get a reference number on the spot, which creates a clear record of your request.

1. Call Tower on 0800 379 372 during business hours (check their website for exact hours, as these may vary seasonally).
   • Have your policy number and proof of identity (driver's licence or passport) ready; Tower may ask for these to confirm your identity.
2. Tell the representative you want to cancel your policy and provide your policy number.
   • Be clear about whether you want to cancel immediately or on a specific future date.
3. Ask the representative to confirm the cancellation date in writing and request a reference number for your records.
   • Write down the reference number and the name of the person you spoke with, plus the date and time of the call.
4. Ask about any refund due and request that Tower sends you written confirmation of the refund amount and timeline.
   • This is critical; don't accept vague promises like "you'll get a refund soon" without a timeframe.
5. Confirm that Tower will send you a written cancellation confirmation and refund details to your email or postal address.
   • Ask for the email address if Tower doesn't offer to send it immediately.

Cancelling by web form or email

Tower's website may have a contact form or customer service email address. This method leaves a digital trail, which is useful if you need to prove you submitted your cancellation request.

1. Visit Tower Insurance's official website and find their "Contact us" page.
   • Look for a general customer service email address or a dedicated cancellations contact form.
2. Fill in the form or compose an email with the subject line "Policy Cancellation Request" and include:
   • Your full name and policy number.
   • Your date of birth (for identity verification).
   • The effective cancellation date you want (today, or a future date).
   • Your preferred contact method (email or phone).
3. Send the form or email and keep a copy of what you submitted.
   • If using a contact form, note the date and time of submission; some forms provide a confirmation message with a reference number.
4. Wait for Tower's response within 5 working days.
   • Tower should send you a cancellation confirmation and details of any refund within this timeframe.

Cancelling by post

Written cancellation is the most formal method and creates an indisputable record. Use this if you need a paper trail for legal or insurance purposes.

1. Write a letter to Tower Insurance Limited at their postal address:
   • Tower Insurance Limited, PO Box 90347, Auckland 1142.
2. Include in your letter:
   • Your full name and policy number.
   • Your date of birth and contact phone number.
   • The effective cancellation date you want.
   • A clear statement: "I request cancellation of my Tower Insurance policy, effective [date]."
   • Your current postal address and email address.
3. Send the letter via registered mail or courier so you have proof of delivery.
   • Keep the receipt or tracking number; you may need it if Tower later claims they didn't receive your letter.
4. Allow 10 working days for Tower to receive and process your cancellation.
   • Follow up with a phone call to 0800 379 372 if you don't receive confirmation within 10 days.

Pro tip: Stopee recommends using MyTower or phone for speed, but if you need a bulletproof record, send a registered letter. Combine methods for extra safety: cancel online, then call to confirm Tower received it and ask for a reference number.

Will you get a refund when you cancel

Refunds depend on when you cancel and whether you're within your cooling-off period. Tower does not publish a blanket refund guarantee on their website, so you need to know exactly what you're entitled to.

Cooling-off period refunds

If you cancel within 14 days of receiving your policy documents (or from the policy start date, whichever is later) and you haven't made a claim, you should receive a refund of all premiums paid. This is your right under the Consumer Guarantees Act 1993. However, Tower may apply a small administration fee, so ask for the exact refund amount when you cancel.

Refunds after the cooling-off period

Once you're outside the cooling-off period, refunds are not automatic. If you've paid premiums for a period after your cancellation date, you're entitled to a refund for those unused days or months. Tower calculates this as a pro-rata refund based on the daily premium rate.

For example, if your annual premium is $1,200 and you cancel after 300 days, Tower would refund approximately $60 (65 unused days at roughly $3.29 per day). Ask Tower for a written calculation before you confirm cancellation.

Scenarios where you may not get a refund

• If you cancel on your annual renewal date or just before, you may have no refund owing because you've used the full premium period.
• If you've made a claim during your policy period, Tower's standard terms allow them to retain the full premium, though this varies by policy type.
• If your policy is in arrears (you owe money), Tower may offset any refund against what you owe.

Warning: Tower's refund policy is not clearly published online, so get everything in writing. When you cancel, ask Tower: "What refund am I entitled to, and when will it be processed?" If Tower says "you'll get a refund soon," that's not good enough. Ask for a specific date and amount.

Tower insurance pricing and plan types

Knowing what Tower charges helps you decide if cancellation makes financial sense, especially if you're locked into an annual contract.

Overview of tower's main insurance products

Tower offers home, contents, motor vehicle and business insurance, with optional add-ons like natural hazard cover and accidental damage. Premiums vary widely based on your location, property value, vehicle type and claims history, so there's no "typical" Tower price that applies to everyone.

Cost of cancelling mid-contract

Tower's standard terms do not charge an early exit fee if you cancel before your annual renewal. However, you lose any discount applied to your premium (e.g. multi-policy or loyalty discount) from the cancellation date forward. Check your policy documents for the exact terms, or ask Tower when you call to cancel.

What happens after you cancel your tower insurance policy

Cancellation doesn't end with confirmation; you need to ensure your cover actually ceases and that you're not double-paying or left without protection.

When your cover ends

Your Tower Insurance cover ends on the cancellation date you specified (or immediately if you requested immediate cancellation). After this date, you are no longer covered by Tower for any loss, damage or claim, so make sure your new insurer's cover starts before or on the same day your Tower policy ends. If there's a gap, you could face an uninsured incident.

Pro tip: When you buy a new insurance policy, ask your new provider to confirm the start date in writing. Then ensure your Tower cancellation date is one day before or on the same day as the new policy start date.

Automatic renewals and your account

Once you cancel, Tower stops automatic renewal payments. However, if you've set up automatic payment for any other Tower products, those will continue. Check your bank statements for 30 days after cancellation to make sure no further Tower charges appear.

Keeping records and documents

Save every confirmation email, reference number and cancellation letter for at least 12 months. You may need these if you need to prove you cancelled to a new insurer, or if a dispute arises with Tower about refunds or claims made after your cancellation date.

Common mistakes people make when cancelling tower insurance

Cancelling insurance can feel stressful, and it's easy to rush and make mistakes that cost you money or leave you without cover when you need it most.

Cancelling before your new cover starts

The most costly mistake is cancelling Tower before your new insurance policy is active. You could spend a day, a week or even a month uninsured, and any loss or claim during that gap is not covered by anyone. Always verify the exact start date of your new policy, then cancel Tower to end on that same date or one day earlier.

Not asking for a refund in writing

If you cancel mid-year and expect a refund, tell Tower in writing (via email or phone call with notes) and ask for a written confirmation of the refund amount and date. Without this, you may find Tower never sends the refund or sends a smaller amount than you expected. Stopee advises always getting refund promises in writing so you have evidence if you need to complain.

Forgetting to cancel add-ons or extras

If you've added optional extras (such as accidental damage, home emergency cover or vehicle recovery), cancelling your main policy may not automatically cancel these add-ons. Call Tower and specifically ask: "Will my add-ons be cancelled as well?" If not, request they be cancelled too to avoid surprise charges.

Not keeping cancellation confirmation

Lose your confirmation email or letter, and you may struggle to prove you cancelled if Tower sends you a bill or a claim arrives months later. Keep all cancellation documents in a dedicated folder (physical or digital) for at least 12 months after the cancellation date.

Cancellation checklist for tower insurance

Use this checklist to ensure you cancel smoothly and avoid missing any steps.

Escalation and customer reviews

If Tower refuses to cancel your policy, disputes a refund or treats you unfairly, you have formal escalation pathways and independent oversight.

Tower's internal complaints process

If you're unhappy with Tower's cancellation or refund decision, lodge a formal complaint in writing to Tower's complaints team. Tower must respond within 20 working days with a detailed response. Ask for their complaints email address or postal address when you cancel, or find it on their website.

The insurance and financial services ombudsman

If Tower rejects your complaint or you're not satisfied with their response, you can escalate to the Insurance and Financial Services Ombudsman (IFSO), which is independent and free to use. IFSO can investigate unfair practices, award compensation up to $200,000, and make binding decisions. You have one year from Tower's final response to contact IFSO.

Pro tip: If you're in dispute with Tower over a refund, contact Stopee or mention IFSO to Tower's complaints team. Many companies expedite refunds once they know you're prepared to escalate to the ombudsman.

How stopee can help you cancel tower insurance

Cancelling insurance shouldn't be complicated or risky. Stopee has helped thousands of consumers cancel their insurance policies, resolve disputes over refunds and navigate complex cancellation terms. Whether you're uncertain about your cooling-off rights, worried about losing cover, or need help interpreting Tower's refund terms, Stopee's guides and support resources give you the knowledge and confidence to cancel on your terms.

Visit Stopee.com today to access step-by-step cancellation guides, sample cancellation letters you can personalise, and direct contact details for New Zealand consumer authorities. Stopee is your trusted partner in taking control of your insurance costs and cancelling without fear.

Tower insurance contact details for cancellation

Save these details for when you're ready to cancel:

• Phone: 0800 379 372 (ask for cancellation team)
• MyTower portal: Log in at mytower.co.nz
• Postal address: Tower Insurance Limited, PO Box 90347, Auckland 1142, New Zealand
• Website: Check for "Contact us" form at Tower's official website

Before you send anything by post, verify the postal address on Tower's website or by calling 0800 379 372, as addresses can change. When you're ready, take action: cancel with confidence, track your refund, and move to an insurer that better suits your needs. Stopee is here to support every step of the journey.