Higher care

Extra help and support

If you or someone you care about need a little extra help communicating with us, our trained staff are here to assist. We're also here to support you with options and resources in difficult times.

We call this approach ‘higher care’ and it’s all about giving you help in a way that works best for you

Some of the ways we can help

We strive to make our services accessible to all customers, regardless of their circumstances or needs. Please don't hesitate to reach out if you need any of these accommodations or extra support.

Communication options

We're happy to take the time to answer any additional questions you have about your insurance policy. Our trained team is here to guide you through each step.
If you prefer, you can arrange for someone else to act on your behalf or support you during your contact with us.

Support in difficult times

If you're experiencing financial hardship, we can help. See 'financial assistance' below.
For customers with physical or mental health challenges that affect daily activities like managing insurance, we'll work with you to find the right support.

Accessibility

We provide various communication channels and support options for those with speech, hearing, or vision impairments.
If you need language assistance, you can have a support person or family member to talk to us on your behalf. You can also use our online form, and select 'Email' as your preferred contact method.

Reach out for extra help

Drop us a line through any one of our contact channels.

We'll work together to find options and solutions, and agree on the next steps.

Check our Privacy Policy to learn about how we collect and store your personal information.

Need financial assistance?

We're here for you. If you have concerns about being able to afford your insurance, please contact us early. Our teams will be able to work through options with you, including helping you with ways to save and providing additional support.

Tip: View "ways to save" on your insurance, in the policy section of My Tower.

Helpful resources

f you feel we haven't treated you fairly, please let us know. Learn more about our complaints process.

If you need help understanding complex insurance terms, take a look at Tower Translates.

Other resources and assistance available if you need help:

If it is an emergency and you or someone else is at risk, call 111.