At Tower, we're here for you every step of the way. If you need additional support to access our services, we're here to help.
What does higher care mean?
There are times in our lives when our personal circumstances make us vulnerable and we may need additional support.
If this happens, Tower is able to provide a higher level of care so you can access our financial services and products.
People experience vulnerabilities differently. That’s why, where possible, we’ll respond to you as an individual in a way that is appropriate to your circumstances.
Our customer-facing teams are trained to identify and respond appropriately to situations where customers may need higher care.
Do you need higher care?
Situations that may make access to our services more difficult include:
- Capability and access issues, like lack of access to technology or understanding of financial services
- Health and physical factors such as physical or mental health conditions
- Language barriers for example when English is not your first language
- Situational circumstances that may mean you’re less able to cope with and recover from stress (such as bereavements).
Need financial support?
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 your options with you, including helping you save on your insurance, and providing additional support.
You can also view "ways to save" on your insurance, in the policy section of My Tower.
How can we help?
If you or someone you're acting on behalf of need access to our higher care services, please let us know.
If you don't believe we've treated you appropriately, please let us know. You can find out more about our complaints process here.
Other resources and assistance available if you need help:
If it is an emergency and you or someone else is at risk, call 111.