We're here to help

Often we can sort things out with a brief conversation, but if matters can't be resolved easily there is a process to follow that we outline below. Find out how to make a complaint, what to expect at each step, and your options if we can't resolve things with you.

Let us know what happened

Talk to us

We’ll listen to your concerns and do our best to fix the problem on the spot or put you in touch with someone who can help.

Give us a call on +679 331 5955 or visit us in branch.

Give us a call on +679 331 5955

Fill in our form

Tell us the details of your complaint using our form, so we can get the right person to help.

Or write to us: Customer Complaints, Tower Insurance, Level 1, Suva Central Building, Corner of Pratt Street and Renwick Road, Suva.

Use our form

How to make a complaint and what to expect next

1

Contact us so we can help fix things

We'll connect you with the right person to review your complaint. They'll acknowledge receipt within five working days and share their contact details.


Our goal is to resolve your concern as quickly as possible.

2

If we can't resolve it, we'll refer

If your complaint remains unresolved, we'll refer it to a senior staff member for a fresh review.


We’ll keep you informed every step of the way, including who’s handling it, progress updates and timelines.

3

Still not resolved? An impartial review

Our customer resolution team will step in and arrange for a senior staff member to impartially review your complaint, further ensuring fairness and transparency.

If we still can’t reach a resolution with you, you can request a letter confirming that the internal complaints process has been completed.