Cancel Tower Insurance: Step-by-Step Guide

How to cancel Tower Insurance in new zealand and protect your refund rights

Why you might cancel Tower Insurance and what you need to know

Tower Insurance is one of New Zealand's largest general insurers, offering home, contents, motor vehicle and business insurance to individuals and small businesses across the country. You manage your policies through the MyTower online portal or by calling their support team. If you've decided to cancel, you likely want better value, have moved providers, or no longer need the cover. Whatever your reason, Tocancel is here to walk you through the process so you can cancel with confidence and avoid costly mistakes.

Cancellation often makes sense when you've found a cheaper premium elsewhere, your circumstances have changed (you've sold your car or relocated), or you're consolidating policies with another insurer. The key is timing your cancellation correctly so you don't lose cover unexpectedly or pay for overlapping policies. This guide explains your legal rights under New Zealand consumer law and shows you exactly how to cancel Tower Insurance step by step.

When cancellation is the right choice

You should consider cancelling if your new insurer offers significantly better value, your personal circumstances mean you no longer need the cover, or you've received a poor service experience. Compare quotes from competitors before you commit to cancellation, because you want to ensure you're not leaving yourself uninsured during the transition period.

The new zealand consumer protection framework

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 an industry member. These laws give you specific rights around cooling-off periods, fair treatment and access to formal complaint resolution if things go wrong. Understanding these protections before you cancel means you can enforce them if Tower refuses your request or disputes a refund.

Your consumer rights when cancelling insurance in new zealand

Consumer law gives you specific protections when you cancel insurance in New Zealand, and you need to understand these rights before you take action.

The consumer guarantees act cooling-off period

Under the Consumer Guarantees Act 1993, you have the right to cancel certain insurance contracts within a specified period without penalty. For general insurance policies (home, contents, motor), this is typically 14 days from the date you receive your policy documents or from the date the contract begins, whichever is later. Your specific cooling-off period depends on your policy type, so check your policy documents or contact Tower directly for the exact timeframe that applies to you.

If you cancel within your cooling-off period and haven't made a claim, you're entitled to a refund of premiums paid in full. Your legal position is clear: Tower cannot charge you a cancellation fee within this window. Keep your policy start date and any confirmation emails so you can prove when you received your documents, because this evidence protects you if Tower later disputes your refund claim.

The fair Insurance code and complaints resolution

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 first, then to the Insurance and Financial Services Ombudsman (IFSO) if you're not satisfied with their response.

The IFSO is a free, independent dispute resolution service that can compel Tower to refund you if they find the company acted unfairly. Get any refund promise in writing before you cancel, so you have proof if a dispute arises later. This written confirmation becomes your legal evidence in any complaint to IFSO.

How to cancel your Tower Insurance policy step by step

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

Cancelling online through MyTower

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

1. Go to the MyTower website 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.
   • Have your policy number ready (you'll find it on your policy documents or confirmation emails).
2. Find the policy you want to cancel in your policy list.
   • If you hold multiple policies (home, car, contents), ensure you're selecting only the one you want to cancel.
   • Click on the policy to open its details.
3. Look for a "Manage policy" or "Cancel policy" option within the policy details.
   • This option may be labelled differently depending on your policy type, so look for any link that references cancellation, termination or policy changes.
4. Follow the on-screen prompts to confirm your cancellation request.
   • Tower will ask you why you're cancelling. Be honest but brief (for example, "found cheaper cover" or "no longer need the policy").
   • Review the cancellation date they propose to ensure it matches your intended cancellation date.
5. Take a screenshot of your cancellation confirmation and save it to your records.
   • This screenshot proves you submitted your cancellation request and shows the date you submitted it.
   • Download any confirmation email Tower sends you immediately after cancellation.

Cancelling by phone

If you prefer to speak to a person or want to ask questions during the cancellation process, call Tower directly. This method also creates a record of your request if you follow up in writing afterwards.

1. Find Tower's customer service phone number on your policy documents or the Tower website.
   • Tower's main customer service line is available during business hours, Monday to Friday.
2. Call Tower and tell the representative you want to cancel your policy.
   • Have your policy number ready so they can pull up your account quickly.
   • Confirm you're calling about cancellation, not a claim or query.
3. Answer their questions about why you're cancelling and confirm your desired cancellation date.
   • Tower may offer you alternative options (such as a lower premium) to try to keep your business. Only accept these if they genuinely suit your needs.
4. Ask for a reference number for your cancellation request.
   • Write down this reference number and the date and time you called.
   • Ask the representative to confirm they've noted on your account that you've requested cancellation.
5. Follow up in writing within 1 business day to confirm the conversation.
   • Send a brief email to Tower stating you called on [date], spoke to [representative name if available], and requested cancellation of your policy effective [your date].
   • Include your reference number and policy number in this email so Tower has a written record.

Cancelling by email or letter

This method creates a clear paper trail and is ideal if you want formal written confirmation of your cancellation request.

1. Compose an email or letter to Tower requesting cancellation.
   • Address it to Tower Insurance's customer service team or the general email address listed on their website.
   • Include your full name, policy number, current address and contact phone number.
2. State clearly that you wish to cancel your policy effective from a specific date.
   • Use a clear date (for example, "I request cancellation effective 15 March 2024").
   • If you're within your 14-day cooling-off period, mention this and your expectation of a full refund.
3. Keep your email brief and professional.
   • You don't need to explain why you're cancelling (though you can if you wish).
   • Focus on the facts: your policy number, cancellation date and what you expect (refund or cancellation confirmation).
4. Send via email if you have an email address, or mail a hard copy if you prefer.
   • Email is faster and gives you a timestamped record automatically.
   • If mailing, send your letter via registered post so you have proof of delivery.
5. Keep a copy of your email or letter for your records.
   • You may need this as evidence if Tower later claims they never received your cancellation request.

Understanding your refund rights and timeline

Your refund depends on when you cancel and whether you've made a claim, so it's important to understand exactly what you're entitled to.

Refunds within the cooling-off period

If you cancel within 14 days of receiving your policy documents and haven't made a claim, you're entitled to a full refund of all premiums paid. This right is guaranteed under the Consumer Guarantees Act 1993. Tower cannot charge you a cancellation fee within this period, and they must refund you within a reasonable timeframe (typically 10 to 15 working days).

Refunds outside the cooling-off period

If you cancel after your 14-day cooling-off period expires, your refund depends on your policy terms. Tower may refund you a pro-rata portion of your premium (the amount you've paid for the remaining period you won't be covered), but they can also deduct an administration fee. Check your policy documents for their specific refund terms, or ask Tower in writing what refund you can expect.

When to expect your refund

Once Tower confirms your cancellation, they should process your refund within 10 to 15 working days. The refund will be returned to your original payment method (usually the bank account or credit card you used to pay your premium). If you don't see the refund within 20 working days, contact Tower and ask for a refund status update.

Common mistakes to avoid when cancelling Tower Insurance

Cancelling insurance can feel stressful, and mistakes can cost you money or leave you uninsured. Here's how to avoid the pitfalls that catch many people.

Cancelling too early or too late

Never cancel your current policy until your new insurance is active and you've confirmed the new provider has accepted your application. Many people cancel Tower on a Monday morning, only to find their new insurer won't start cover until Wednesday. If a claim happens on Tuesday, you're uninsured and you'll face a significant bill. Always overlap your policies by a few days to avoid any gap in cover.

Not requesting your cooling-off period in writing

If you're within 14 days of your policy start date, mention this fact clearly when you request cancellation. Tower might not automatically offer you a refund if they don't realise you're within your cooling-off period. Put it in writing: "I am cancelling this policy within my 14-day cooling-off period under the Consumer Guarantees Act 1993 and expect a full refund."

Forgetting to cancel add-ons or extras

If your main policy includes add-ons (such as accidental damage cover or home emergency assistance), check whether these are automatically cancelled when you cancel your main policy. Some add-ons operate on separate agreements, so cancelling your home insurance might not cancel your accidental damage cover. Contact Tower and explicitly confirm that all parts of your policy are being cancelled.

Not keeping proof of your cancellation request

Always keep screenshots, emails, reference numbers and letters related to your cancellation. If Tower later claims they never received your request or disputes your refund, you'll need this evidence to escalate the complaint to the IFSO. Store these documents in a dedicated folder on your computer or in the cloud for at least 12 months after cancellation.

What to do after you've cancelled Tower Insurance

Cancellation doesn't end once Tower confirms your request; you need to verify a few things to ensure the process is complete.

Confirm cancellation in writing

After Tower confirms your cancellation (by email, phone confirmation or MyTower), send a follow-up email to Tower's customer service team summarising the cancellation. Include the date you requested cancellation, the cancellation date Tower confirmed, and your policy number. This creates a final written record that protects you if any dispute arises later.

Monitor for the refund

Check your bank account or credit card statement regularly for the refund. Refunds typically appear within 10 to 15 working days but can occasionally take longer. If you don't see the refund within 20 working days, contact Tower and ask for the status. Request a refund reference number or tracking details so you can follow up if needed.

Check your new insurer's cover is active

Confirm that your new insurance policy is now active and that you're covered from your intended start date. Review your new policy documents carefully and check that all covers you expected are included. If there's a gap between your Tower cancellation and your new insurance start date, consider contacting Tower to delay your cancellation date until your new cover begins.

Pricing and what you should expect to pay

Tower Insurance pricing varies based on your policy type, location, age and claims history, so there's no single cancellation fee or price. However, understanding what affects your potential refund helps you plan your cancellation decision.

Comparing Tower Insurance with alternative providers

Before you cancel, it's worth comparing Tower's offer with competitors to ensure you're making the right decision. Below is a quick comparison of how Tower stacks up against other major New Zealand insurers.

Cancellation checklist for Tower Insurance

Use this checklist to ensure you've completed every step of the cancellation process and protected yourself legally.

• Check your policy documents to confirm your 14-day cooling-off period dates.
• Get a quote from your new insurer and confirm they'll accept your application before you cancel Tower.
• Log into MyTower or gather your policy number, customer details and phone number.
• Choose your cancellation method (online, phone or email) based on your preference for a paper trail.
• Submit your cancellation request and note the date, time and any reference number Tower provides.
• Take a screenshot or save all confirmation emails from Tower.
• Check whether you're within the 14-day cooling-off period and mention this when you cancel if you are.
• Confirm that all parts of your policy (including add-ons) are being cancelled.
• Follow up in writing within 1 business day to create a final written record.
• Wait 10 to 15 working days for your refund to appear in your bank account or on your credit card.
• Contact Tower if the refund doesn't arrive within 20 working days.
• Confirm your new insurance is active before your Tower cover ends.
• File all cancellation correspondence in a safe location for at least 12 months.

How to contact Tower Insurance to cancel

Tower Insurance operates across New Zealand and accepts cancellations through multiple channels. Here are the official contact methods you can use to cancel your policy.

Online cancellation

Log into your MyTower account at mytower.co.nz using your email address and password. Navigate to your policy details and select the cancellation option. This is the fastest method and gives you an immediate confirmation.

Phone cancellation

Call Tower's customer service team on 0800 289 537 (toll-free from anywhere in New Zealand) during business hours, Monday to Friday, 8:30 am to 5:00 pm. Have your policy number and contact details ready. Ask for a reference number when you complete your cancellation request.

Email or mail cancellation

Send your cancellation request by email to [email protected] or by post to the address below. Include your full name, policy number, current address and your requested cancellation date. If mailing, send via registered post so you have proof of delivery.

Tower Insurance Limited, PO Box 2449, Wellington 6140, New Zealand.

Alternatively, visit Tower's contact page on their website at tower.co.nz to find the most up-to-date contact details and regional office addresses for in-person correspondence if you prefer.

Final steps: making confident cancellation decisions with tocancel

Cancelling Tower Insurance is straightforward once you understand your consumer rights under the Consumer Guarantees Act 1993 and the Fair Insurance Code. You now know that you have 14 days to cancel without penalty, how to submit your cancellation request safely, and how to protect your refund through written confirmation and careful record-keeping.

The key to a successful cancellation is timing (don't leave yourself uninsured), documentation (keep all emails, screenshots and reference numbers) and follow-up (confirm in writing within 1 business day). If Tower refuses your cancellation request or disputes your refund, escalate the complaint to the Insurance and Financial Services Ombudsman, which has the power to compel Tower to act fairly.

Tocancel has helped thousands of consumers cancel insurance policies confidently and without costly delays. Whether you're switching to a cheaper provider, no longer need the cover, or simply want better service, Tocancel provides clear, legally informed guidance at every step. Visit tocancel.com today to access more cancellation guides for other New Zealand services and to confirm you're following the latest consumer protection rules. Your right to cancel is protected by law-now you have the knowledge to exercise it.