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Frequently asked questions
Cancel Tower Insurance: Step-by-Step Guide
How to cancel Tower Insurance and reclaim your money in new zealand
Why you might cancel Tower Insurance
Tower Insurance is one of Aotearoa's leading general insurers, offering home, contents, motor vehicle and business cover to New Zealand households and small businesses. You manage your policies, lodge claims and update your account through the MyTower online portal or by contacting their support team directly.
You may decide to cancel your Tower Insurance policy for several reasons: you've found a more competitive premium elsewhere, your personal circumstances have changed (you've sold your vehicle or relocated), or you're consolidating multiple policies with another provider. Yafee guides you through each step of the cancellation process so you can exit your policy confidently, avoid unexpected cover gaps and prevent overpayment for duplicate insurance.
When cancellation is the right move
Cancelling Tower Insurance makes sense if your current premium no longer represents value, your situation has shifted materially, or you've sourced better coverage at a lower cost. The timing of your cancellation matters significantly: you must ensure your new policy begins before your Tower cover ends, so you never have a period without protection.
Your legal framework as a Tower Insurance customer
In New Zealand, you hold specific consumer protections under the Consumer Guarantees Act 1993 and the Fair Insurance Code, which Tower follows as an industry member. These laws guarantee you cooling-off rights, fair treatment obligations and access to formal complaint resolution if disputes arise during or after cancellation.
Your consumer rights when cancelling Tower Insurance
Consumer law in New Zealand creates enforceable rights that protect you at every stage of policy cancellation and refund claims.
Cooling-off periods under the consumer guarantees act
The Consumer Guarantees Act 1993 grants you the statutory right to cancel certain insurance contracts within a defined period at no penalty. For general insurance policies (home, contents, motor vehicle), you typically have 14 days from the date you receive your policy documents, or from the date the contract commences, whichever is the later date. Your specific cooling-off window depends on your policy type, so verify the exact timeframe in your policy documents or by contacting Tower directly.
Your legal position: If you cancel within the cooling-off period and have not lodged a claim, Tower must refund all premiums you have paid. You must preserve your policy start date, any confirmation emails and the date you received your documents to substantiate this refund entitlement if challenged.
The fair Insurance code and escalation pathways
Tower Insurance operates under the Fair Insurance Code, which mandates honest communication, transparent dealings and fair complaints handling. If Tower declines your cancellation request or refuses to refund premiums you believe you are owed, you can escalate through Tower's internal complaint process and then to the Insurance and Financial Services Ombudsman (IFSO) at no cost to you.
The IFSO operates independently and can compel Tower to pay compensation if their conduct breaches the Fair Insurance Code. Do not accept a refusal without requesting written reasoning and Tower's complaints contact details.
Step-by-step cancellation methods for Tower Insurance
You can cancel your Tower Insurance policy through multiple channels; each method has distinct advantages depending on your need for documentation and speed.
Cancelling via the MyTower online portal
The MyTower portal is Tower's self-service platform and typically the fastest cancellation route if you have your login credentials available.
- Navigate to the MyTower website and log in using your registered email address and password.
- If you have forgotten your password, click the "Forgot password" link to reset it before you proceed.
- Locate the specific policy you wish to cancel from your policy list.
- If you hold multiple policies (home, contents, motor vehicle), ensure you select only the policy you intend to cancel.
- Open the policy and look for a "Manage policy" or "Cancel policy" option in the menu.
- This option may appear under "Policy details" or "Settings" depending on your policy type.
- Select "Request cancellation" and follow the prompts to confirm your cancellation request.
- Tower may ask you why you are cancelling; this is optional feedback and does not affect your right to cancel.
- Review the cancellation summary, including your end date and any refund estimate, then confirm.
- Tower will send a confirmation email to your registered email address within one business day.
- Save or print the cancellation confirmation email for your records.
- This email serves as proof of your cancellation request and will be essential if any dispute arises later.
Cancelling by telephone with Tower Insurance
If you prefer to speak directly with a Tower representative, you can cancel by phone and obtain confirmation on the call.
- Call Tower Insurance on 0800 800 801 (toll-free in New Zealand) during business hours.
- Have your policy number, date of birth and registered email address ready when you call.
- Tell the representative you wish to cancel your policy and specify the cancellation date.
- You can request cancellation effective immediately or on a future date, provided you give reasonable notice (typically 7-30 days depending on policy type).
- Ask the representative to confirm your end date, any refund due and the date that refund will be processed.
- Request written confirmation to be sent by email if it is not offered automatically.
- After the call, send a follow-up email to Tower requesting written confirmation of the cancellation conversation.
- Include the representative's name, the date and time of the call, and the details discussed.
Cancelling by written notice to Tower
If you prefer a formal written record, you can cancel by sending a letter or email to Tower's customer service team.
- Draft a cancellation letter that includes your full name, policy number, date of birth and current address.
- State clearly that you wish to cancel your policy and specify your requested end date.
- Include a request for written confirmation of the cancellation and details of any refund due.
- Ask that the confirmation be sent within 5 business days of receipt.
- Send your letter by email to Tower's customer service email address or by post to Tower's registered address (see the address section at the end of this guide).
- If posting, use registered mail or a courier service that provides proof of delivery.
- Retain a copy of your letter and any proof of delivery for your records.
- If you do not receive confirmation within 10 business days, follow up by phone or email.
Understanding your Tower Insurance refund
Your right to a refund depends on the date of your cancellation and whether you have made any claims on your policy.
Refund eligibility and calculation
If you cancel within your cooling-off period (typically 14 days from policy commencement or receipt of documents) and have not lodged a claim, Tower must refund all premiums paid in full. If you cancel outside the cooling-off period, Tower will refund the unused portion of your premium on a pro-rata basis, calculated from your cancellation end date to the end of your current policy term.
Tower will not refund any premiums if you have made a claim during the policy period, even if the claim remains unresolved. Conversely, if you cancel outside the cooling-off window, Tower may deduct reasonable administration fees if permitted by your policy wording; however, these fees must be proportionate and clearly disclosed.
Refund processing timeframe
Tower must process your refund within a reasonable timeframe, typically 10-15 business days from your cancellation end date. The refund will be paid to your original payment method (the bank account or credit card from which you paid your premiums). If you provided a different bank account during the cancellation process, confirm with Tower that the refund is being sent to the correct account.
If you do not receive your refund within 20 business days of your cancellation end date, contact Tower's customer service team immediately and request confirmation of the refund status. Yafee recommends retaining all cancellation and refund correspondence so you can escalate to IFSO if the refund is delayed or disputed.
Common mistakes to avoid when cancelling Tower Insurance
Most cancellation errors are preventable with careful planning and proper documentation. Here are the pitfalls that catch out many New Zealand customers.
Cancelling without confirming your new policy start date
The single most costly mistake is cancelling your Tower policy before your new insurer's cover begins. This creates a gap in your insurance cover, which exposes you to financial loss if damage or loss occurs during that uninsured period. Before you cancel Tower, obtain written confirmation from your new insurer that your policy is active and cover has commenced.
Not claiming your full refund
Some customers cancel their policies and fail to chase refunds due within 20-30 business days. If Tower does not initiate your refund automatically, you must request it in writing and follow up persistently. Refunds do not always appear without prompting, especially if you cancel outside the cooling-off period. Yafee advises keeping a log of all cancellation dates and refund claim deadlines so you do not miss your opportunity to recover unused premiums.
Cancelling without proof of the request
Cancelling by phone without requesting written confirmation creates a "he said, she said" scenario if Tower later claims they never received your cancellation request. Always obtain a cancellation reference number on the phone, request a confirmation email, and retain these documents. If Tower disputes your cancellation, you will need proof that you requested it.
Assuming you are not owed a refund
Many customers accept Tower's initial refund offer without questioning whether it is calculated correctly. If you cancel outside the cooling-off period, verify the pro-rata calculation yourself: multiply your annual premium by the number of unused days in your policy term, then divide by 365. If Tower's refund is lower than your calculation, request a detailed breakdown and challenge any deductions that appear unreasonable.
What to do after your Tower Insurance cancellation
Once Tower confirms your cancellation, several important steps remain to protect your interests and ensure continuity of cover.
Confirming your new insurance is active
On or before your Tower cancellation end date, verify in writing with your new insurer that your policy is live and you are covered from the agreed start date. Do not rely on a verbal promise or an invoice; ask for a policy document or a cover confirmation letter that shows your coverage start date.
Monitoring your refund
From your cancellation end date, begin tracking the refund clock. Create a reminder for day 20 post-cancellation; if you have not received the refund by then, contact Tower immediately. Request a refund status update and a confirmed payment date. If Tower has not processed the refund by day 25, escalate to their customer complaints team in writing.
Updating your records and other providers
Once your Tower cancellation is finalised, update any other records that reference your Tower policy number. If you have provided your Tower insurance details to mortgage lenders, vehicle loan providers or landlords, notify them of your new insurer's details. Some lenders require proof of continuous cover, so do not leave gaps in your notification.
Retaining documentation
Keep all cancellation emails, confirmation letters, refund receipts and policy documents for at least three years. If a dispute arises with Tower or your new insurer, this documentation will be critical evidence. Yafee recommends creating a dedicated folder or file for all insurance correspondence so you can locate documents quickly if needed.
Comparing cancellation timelines and costs
The timing and cost of your cancellation depend on several factors. This table summarises the key variables.
| Cancellation scenario | Cooling-off period | Refund entitlement | Processing time |
|---|---|---|---|
| Cancel within 14 days, no claim lodged | Yes, applies | Full premium refund | 10-15 business days |
| Cancel after 14 days, mid-term | No, expired | Pro-rata refund (unused portion) | 10-15 business days |
| Cancel after claim lodged | N/A | No refund typically available | N/A |
| Cancel at policy renewal | No | None (no unused premium) | N/A |
| Cancel with outstanding refund after 25 days | N/A | Dispute possible; escalate to IFSO | IFSO investigation, 4-8 weeks |
Your insurance options after Tower Insurance
Once you cancel Tower, you will need to arrange replacement cover before your cancellation end date. The table below outlines the main alternative providers operating in New Zealand and how their cover compares.
| Insurer | Cover types | Typical premium range (home) | Online claims |
|---|---|---|---|
| AMI Insurance | Home, contents, motor, landlord | $800-$2,000 per annum | Yes, via app |
| State Insurance | Home, contents, motor | $700-$1,800 per annum | Yes, online portal |
| IAG New Zealand | Home, contents, motor, business | $900-$2,200 per annum | Yes, via app |
| ASB Insurance | Home, contents, motor, pet | $750-$1,900 per annum | Yes, online |
| Youi Insurance | Home, contents, motor | $600-$1,700 per annum | Yes, online and app |
If Tower refuses to cancel or disputes your refund
If Tower declines your cancellation request or withholds a refund you believe is owed, you have formal complaint pathways under New Zealand consumer law.
Tower's internal complaints process
First, lodge a formal complaint with Tower in writing, detailing your cancellation request date, the reason for your refund claim and the amount you believe is due. Address your complaint to Tower's Customer Complaints Team (see address section below). Tower must acknowledge your complaint within one business day and provide a substantive response within 20 business days. If Tower's response is unsatisfactory, you can escalate to IFSO.
Escalation to the Insurance and financial services ombudsman
The IFSO is an independent dispute resolution authority that handles complaints about insurance providers in New Zealand at no cost to you. You can lodge a complaint with IFSO if Tower fails to resolve your dispute within 20 business days or if you are dissatisfied with their response. IFSO can investigate Tower's conduct, compel them to pay compensation and award damages of up to NZD $350,000 in cases of serious breaches. Yafee recommends contacting IFSO directly if Tower's internal response appears unreasonable or evasive.
Tower Insurance cancellation address and contact information
Use the following address and contact details to cancel your Tower Insurance policy or lodge a complaint.
Cancellation by post or email
Tower Insurance Customer Service
PO Box 1997
Auckland 1140
New Zealand
Email: [email protected]
Phone (cancellations): 0800 800 801
MyTower portal: www.mytower.co.nz
Formal complaints address
Tower Insurance Complaints Team
PO Box 1997
Auckland 1140
New Zealand
Email: [email protected]
Insurance and financial services ombudsman contact
IFSO
Level 3, 120 Taonui Street
Wellington 6011
New Zealand
Phone: 0800 888 202
Email: [email protected]
Website: www.ifso.nz
Conclusion: cancelling Tower Insurance with confidence
Cancelling your Tower Insurance policy is straightforward once you understand your consumer rights under the Consumer Guarantees Act 1993 and the Fair Insurance Code. The key steps are simple: choose your cancellation method (MyTower, phone or written notice), ensure your new cover begins before Tower's ends, and track your refund carefully.
Yafee has helped thousands of consumers cancel insurance policies in New Zealand by providing clear, law-backed guidance and checklists that prevent costly mistakes. Whether you cancel within the cooling-off period or mid-term, you now have the framework and contact details to proceed confidently. Keep all documentation, meet deadlines and escalate promptly to IFSO if Tower disputes your refund. Yafee's approach ensures you recover every dollar owed and transition to new cover without gaps or surprises.