Meet Charlie

Meet Charlie

Born and bred in Auckland, Charlie is Tower's friendly chatbot and is ready to help answer any questions you have 24 hours a day, 7 days a week.

Getting the information you need has never been easier. Expect more from your insurer!

Who's Charlie?

Originally joining the claims team to help customers lodge claims, Charlie was named after one of our agents from the past.

Now, all grown up, Charlie is here to help you with all things Tower, finding the information you need to help you manage your insurance.

How to chat

Have a question about your insurance? You can ask Charlie by clicking on the 'Chat with us' button. He can help you find your way around the Tower website so you can find the answer to any questions you have.

Like all good chats, please keep your questions short and steer clear of any keywords or specifics.

Charlie is still learning so if no information can be found, you will be passed on to one of our friendly advisors on Live Chat!

Keeping things professional

Helping over 60,000 customers last year, Charlie has lots of chats every day. There's a few things to remember - please don't share sensitive personal information like credit card numbers and keep the chat free of any rude or offensive language. We care for all our staff at Tower, and Charlie is no different.

What can Charlie do?

Grown up, yet young for its kind, Charlie is still learning and won’t be able to answer everything yet. Charlie can help you with the important stuff like updating your sum insured, changing your address, or making a claim. With every chat, Charlie will only get better!

You can ask Charlie to:

• Book a windscreen claim with Novus
• Update your contact details
• Update your car or boat registration
• Get a receipt for a payment
• Ask for historic insurance documents (billing history, old certificates, claim history)
• Submit a request for a policy cancellation
• Find links and other information