You can request cancellation through your Customer Zone.
The amount refunded depends on:
Your policy type.
When you purchased the policy.
How long you have been covered.
Whether you have already travelled.
Whether you have made, or intend to make, a claim.
You cannot cancel your policy if you have already made a claim.
Log in to your Customer Zone.
Select Edit Your Policy.
Select Cancel Policy.
Confirm that you have not made, and do not intend to make, a claim under the policy.
If your cancellation request is approved, we aim to process it within 2 working days of receipt. After processing, the refund should normally reach your account within 3 to 5 working days.
The refund depends on when you purchased your policy.
You will receive a full refund provided that:
You have not travelled.
No claim has been made.
You do not intend to make a claim.
You will receive a refund of 50% of the premium paid provided that:
You have not travelled.
No claim has been made.
You do not intend to make a claim.
No refund is due.
You will receive a full refund provided that:
You have not travelled.
No claim has been made.
You do not intend to make a claim.
Provided you have not travelled, no claim has been made and you do not intend to make a claim:
If you purchased the policy less than one month ago, you will receive 65% of the premium paid.
If you purchased the policy more than one month ago, you will receive 50% of the premium paid.
The refund will be calculated using the percentages above, minus a proportionate amount for the time you have already been on cover.
You will receive a full refund provided that:
You have not travelled.
No claim has been made.
You do not intend to make a claim.
You may receive a partial refund provided that:
You have not travelled.
No claim has been made.
You do not intend to make a claim.
The refund is calculated as:
6% for each full month remaining on cover if you purchased through our direct website or your policy was a renewal.
5% for each full month remaining on cover if you purchased through a comparison website.
When you purchase through a comparison website, part of the premium you pay covers the comparison website's fee.
This fee is non-refundable after the 14-day cooling-off period.
You will receive a full refund provided that:
You have not travelled.
No claim has been made.
You do not intend to make a claim.
Provided you have not travelled, no claim has been made and you do not intend to make a claim, the refund is:
14 to 30 days after purchase: 70% of the premium paid.
31 to 60 days after purchase: 60% of the premium paid.
61 to 365 days after purchase: 50% of the premium paid.
You can only cancel after the start date if you have not made a claim.
Your refund is calculated in two stages.
First, we deduct an amount based on how long you were exposed to cancellation risk before your trip started:
Less than one month: 30%.
More than one month: 50%.
We then calculate a pro-rata refund for the full months remaining on the policy.
If you purchased your policy two weeks before the start date and have half of the policy period remaining, you would receive a refund of 35% of the policy cost.
Any sports or activity cover purchased by the day or week will be excluded from the refund calculation where the relevant cover dates have already passed, because that cover has already been used.
Important: All cover is subject to the policy terms, conditions, exclusions, cover limits and any applicable excess.
