Coronavirus help and support for our insurance customers


Coronavirus (Covid-19) – Update for Towergate customers

Travel insurance

If you have a question about travel insurance, please see our holiday cover and Covid-19 FAQs.

Business insurance

Other coronavirus articles and FAQs

Read more help and advice relating to Covid-19 and products we insure.

Help for customers facing financial difficulties due to Covid-19

We appreciate that Covid-19 is having an adverse effect on many individuals and businesses. If you are facing temporary financial difficulties, please contact us as soon as possible to discuss your options. We are here to help you and support you - options may include:

  • Re-assessing your demands and needs
  • Considering if there are other products we have available, that may be more suitable for you at this time
  • A tailored solution to suit your circumstances e.g. a temporary payment deferral

See additional information on the Premium Credit website.

Useful information is available from the FCA page Dealing with financial difficulties during the coronavirus pandemic, where you can also find information on Money Advice Service’s Money Navigator tool and other and other guidance including how to create a budget and prioritise your payments.

How Towergate is responding to the situation

While the overall scale and impact of the current coronavirus (Covid-19) outbreak remains unknown, Towergate has been working for some time to prepare for all potential outcomes for our business and to support clients and customers through this sustained period of uncertainty. We wanted to share the actions we are taking in response to this unique and evolving situation.

We have a range of plans in place as part of The Ardonagh Group to serve the needs of our clients without interruption, while protecting the health and safety of our colleagues and other stakeholders. This includes but is not limited to:

  • Remote working wherever possible within our highly regulated operating environment
  • Utilising Skype and other technology to hold virtual meetings with internal and external attendees
  • A vigilant approach to personal hygiene and cleaning of our facilities
  • Following the advice and guidance of Public Health England and NHS in relation to self-isolation for any individuals with symptoms

Senior management-led working groups and local leadership teams are continuing to work collaboratively to ensure operational resiliency for the long-term and the provision of business-critical services with preparations in progress to enact additional measures as the situation evolves.

Additionally, our brands are all committed to providing the highest levels of customer and client service and tailored support to mitigate personal and business risks which may arise as a result of the Covid-19 outbreak. Our people will continue harnessing The Ardonagh Group’s collective scale and breadth of expertise across our near 7000-strong workforce to deliver the best possible solutions to our clients.

As a Group we will continue to monitor and review this approach in line with latest global developments and government guidance. Our priority is to protect the well-being of our colleagues, clients, policyholders, business partners and other stakeholders.

Thank you for your understanding and cooperation during this time. Please don’t hesitate to get in touch if you have any questions or if we can provide further support.