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Changing or cancelling your policy

What is your cancellation policy for travel insurance?

You are entitled to a 14 day Cooling-off Period however unfortunately we cannot refund any premium if you have commenced your trip or have made or intend to make any claim. If your policy is purchased on the day of travel your trip will be considered to have commenced from the moment of purchase. If you have not commenced your trip or made or intend to make any claim you can cancel your policy and we will refund your premium subject to the conditions below. If you cancel after 14 days of purchase no refund will be made.

You may be able to cancel your policy yourself in your account and do not need to contact us. Please note that if you have a problem cancelling your policy online in your account area you must contact us immediately by telephone or email using the contact form in your account area. If you do not inform us and the policy subsequently commences or passes beyond the 14 day Cooling-Off Period we will be unable to refund your premium.

For single trip policies that have an end date within one month of the date of purchase the following will apply:

Cancellation:  No refund will be payable at any time other than at our sole discretion. If we choose to provide a refund we may deduct an administration fee**
Amendment:  An administration fee may apply**
Upgrade*:      No administration fee

For single trip policies that have an end date later than one month of the date of purchase the following will apply:

Within 14 Days of purchase:

Cancellation:  No administration fee with full refund
Amendment:  No administration fee
Upgrade*:      No administration fee

Later than 14 Days of purchase:

Cancellation:  No refund will be payable at any time other than at our sole discretion. If we choose to provide a refund we may deduct an administration fee**
Amendment:  An administration fee may apply**
Upgrade*:      No administration fee

For Annual Multi-Trip policies:

Within 14 Days of purchase:

Cancellation:  No administration fee with pro-rata refund of premium for unused period of policy provided travel has not occurred
Amendment:  No administration fee
Upgrade*:      No administration fee

Later than 14 Days of purchase:

Cancellation:  No refund will be payable at any time other than at our sole discretion. If we choose to provide a refund we may deduct an administration fee**
Amendment:  An administration fee may apply**
Upgrade*:      No administration fee

If you have exceptional circumstances and wish to cancel your policy outside the above conditions (but within 28 days of purchase) you should email us with your request. If we agree to cancel your policy we will return all or some of the premium paid less an administration fee**. This fee is to off-set the administrative costs of providing the policy.

NOTE: *Upgrade means replacement with a policy of a higher value and for the same persons with the same or higher levels of cover. ** For our current administration fees please see the answer to “What do you charge (if anything) to cancel or amend a policy?” in the help section of our website under ‘Changing or amending your policy’.

Cancellation Extension:

On some select policy types you can pay for ‘cancellation extension’ at the time of purchase. If selected this option will be clearly marked on your insurance certificate and the cancellation period will have been extended for a further 14 days.

Provided you have not commenced your trip or have made (or intend to make) a claim with Cancellation Extension you can cancel your policy within 28 days of purchase or at anytime before it is due to start. For example, you buy an Annual policy on the 1st of January that you wish to start on the 15th of February. You have 46 days to cancel your policy. You can do this yourself in your account area. You do not need to contact us.

However its important to note that if you buy an Annual Multi Trip policy to start on a date later than the day you purchase the policy you will not benefit from ‘cancellation cover’ until the start date of the policy. In the example above cancellation cover would start from the 15th of February. In most cases your Annual policy will start on the day of purchase.

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