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Cancel Combined Insurance: The Right Way
How to cancel combined insurance in australia: your step-by-step guide and rights
What combined insurance is and why you might want to cancel
Combined Insurance is a personal accident and sickness insurer operating in Australia under the Chubb group. The company offers policies covering accidental injury, disability, hospital confinement and critical illness, with premiums indexed annually and flexible payment options available.
You might be cancelling because your circumstances have changed, you've found better cover elsewhere, or the policy no longer suits your needs. Whatever your reason, understanding your cancellation rights and the process will help you exit cleanly without losing money you don't owe.
Combined insurance's regulatory history and what it means for you
Combined Insurance has been subject to regulatory scrutiny in the past relating to sales practices and customer remediation. This history strengthens your consumer protections under Australian law, not weakens them. If you encounter resistance when cancelling, you have clear escalation pathways through the Australian Financial Complaints Authority (AFCA) and the Australian Securities and Investments Commission (ASIC).
The policy types combined insurance offers
Combined Insurance sells several plan categories, each with different cancellation mechanics. Your Product Disclosure Statement (PDS) outlines when your policy ends, how refunds are calculated, and whether you're locked into an annual term or paying by monthly instalment. These details matter because instalment customers face different cancellation rules than annual payers.
Combined insurance pricing and plan comparison
Premiums with Combined Insurance vary by plan type, benefit level, age, occupation and payment frequency-the company does not publish fixed retail prices online.
| Plan type | Main features | Payment frequency |
|---|---|---|
| Sickness and disability plan | Regular benefit if unable to work due to sickness; waiting periods and exclusions apply | Annual or monthly instalment |
| Hospital confinement plan | Lump sum payment for qualifying hospital stays listed in your PDS | Annual or monthly instalment |
| Critical illness and cancer cover | One-off or staged payments for named conditions; highest premiums but broadest protection | Annual or monthly instalment |
| Accident only plan | Coverage for injuries from accident; excludes sickness claims | Annual or monthly instalment |
| Combined cover plans | Multiple benefits bundled; varies by product | Annual or monthly instalment |
How combined insurance pricing compares to the market
Combined Insurance's lack of published sample premiums makes direct comparison difficult. Before you cancel, verify whether a competitor offers better value at a similar or lower cost. Stopee can help you research alternative providers and understand whether staying or switching makes financial sense.
| Feature | Combined Insurance | Typical competitor |
|---|---|---|
| Policy term | One year, indexed annually | One year renewable or multi-year fixed |
| Premium transparency | Underwriting-based; no online quotes published | Many online providers offer instant quotes |
| Instalment refund rules | Monthly payers may forfeit current instalment; check your PDS | Varies; some refund pro-rata, others defer to next due date |
| Cooling-off period | 14-30 days from purchase (check your PDS) | 14-30 days standard across most insurers |
| Cancellation notice required | Written request to Combined Insurance | Phone, email or online portal vary by provider |
Your australian consumer rights when cancelling combined insurance
You have specific legal rights under the Australian Consumer Law (ACL) and the Insurance Contracts Act 1984 (Cth) that protect you during cancellation.
The cooling-off period and your right to a full refund
From the date you purchase your Combined Insurance policy, you have a minimum cooling-off period to cancel without penalty. For most insurance products, this period is 14 calendar days; your PDS will confirm the exact number. If you cancel within this window, you must receive a full refund of your premium, regardless of whether you've made a claim.
Pro tip: If you purchased online or by phone, count 14 days from the date of purchase, not the date you received your documents. Send your cancellation request in writing (email or registered post) to create a dated record. Stopee recommends keeping a copy of your cancellation request and the timestamp from your email client as proof.
Cancellation outside the cooling-off period: pro-rata refunds
Once your cooling-off period expires, you can still cancel anytime. However, Combined Insurance is entitled to keep the portion of the premium that covers the period you've been insured. You receive a pro-rata refund for the unused portion of your annual premium.
For example, if you've paid AUD $600 for 12 months of cover and cancel after 3 months, you've used 3 months of protection. Combined Insurance keeps approximately $150 and refunds approximately $450.
Special rules for instalment customers
If you pay by monthly instalment, your cancellation terms differ. Combined Insurance's PDS often states that cancellation takes effect from the next premium due date, and the company may not refund the current instalment. This means if your next payment is due in 2 weeks, you might lose that full month's premium even though you're only using 2 weeks of cover.
Warning: Before cancelling an instalment policy, calculate what you'll lose on the current instalment versus what you'll save by exiting early. For example, if your monthly premium is AUD $45 but you'll save AUD $150 over the remaining year by cancelling, you're ahead-even after forfeiting the current instalment.
Your rights under the insurance contracts act 1984 (Cth)
The Insurance Contracts Act requires Combined Insurance to act with utmost good faith in handling your cancellation. If the company refuses to cancel, demands payment for a future period after you've requested termination, or fails to refund unearned premium within a reasonable timeframe (typically 14-30 days), you have grounds to escalate to AFCA.
How to cancel combined insurance: step-by-step
Combined Insurance requires written cancellation requests. There is no online cancellation portal, so you must contact them by phone or post.
Method 1: cancel by phone (fastest option)
- Call Combined Insurance on 1300 300 480 during business hours: Monday to Friday, 8:30 am to 5:00 pm AEST/AEDT.
- Have your policy number ready; you'll find it on your policy schedule or recent premium notice.
- State clearly: "I want to cancel my policy effective immediately" or "effective from [date]".
- Ask the representative to confirm the cancellation date and whether you'll receive a pro-rata refund.
- Request written confirmation of your cancellation request.
- The representative may offer to email or post a cancellation confirmation. Accept the email option for speed.
- If they don't offer, ask: "Can you email me a written record of this cancellation request?" This creates a dated record.
- Note the representative's name and the date and time of your call.
- Write this in your phone notes immediately after hanging up.
- If you later dispute the effective date or refund amount, this record protects you.
- Wait for written confirmation via email or post.
- If you don't receive written confirmation within 5 business days, follow up with another call and reference your first request date.
Method 2: cancel by registered post (creates a paper trail)
- Prepare a cancellation letter on plain paper or email template with the following information:
- Your full name as it appears on the policy.
- Your policy number.
- Your date of birth or policy issue date (anything to help them locate your account quickly).
- The date you want the cancellation to take effect (e.g., "effective immediately" or "effective 31 December 2024").
- A statement: "I hereby request cancellation of my Combined Insurance policy and confirm I do not wish to renew."
- Your contact phone number and current email address for their confirmation reply.
- Your signature (if posting) or a digital signature line (if emailing).
- Send your letter by one of these methods:
- Registered post (Australia Post): Send to Combined Insurance, Chubb group address (you'll find this on your policy schedule or their website). Ask the post office for a tracking number and receipt proving delivery. This is the gold standard because Australia Post provides dated proof you sent the letter on a specific date.
- Email: If Combined Insurance has provided an email address for policy queries, send your letter as the body text (not attachment). Request a read receipt and take a screenshot of the timestamp. Stopee recommends email for speed, but registered post is stronger legal evidence if a dispute arises.
- Keep a copy of everything you send.
- Save the email or photograph your posted letter before sending.
- Store the Australia Post receipt in a safe place for at least 12 months.
- Follow up if you don't hear back within 10 business days.
- Call 1300 300 480 and ask whether they received your written request. Reference the date you sent it.
- If they claim they didn't receive it, email them a copy with "CANCELLATION REQUEST" in the subject line and request acknowledgment of receipt within 2 business days.
Special steps if you're within the cooling-off period
If you're cancelling within 14-30 days of purchase (check your PDS for your exact cooling-off window), state this clearly in your cancellation request:
- "I am cancelling within the cooling-off period under the Insurance Contracts Act 1984 (Cth) and request a full refund of all premiums paid."
This forces Combined Insurance to process a full refund without deduction, even if they would normally apply a cancellation fee. Stopee advises sending this request in writing (email or registered post) so you have proof you invoked your statutory cooling-off right.
What happens after you cancel combined insurance
Cancellation is not instant, and understanding the timeline helps you manage the transition to new cover or going without insurance.
When does your cover actually end?
Combined Insurance's policy conditions state that cancellation takes effect from the date they receive your written request. However, for monthly instalment customers, cancellation may be deferred to the next premium due date with no refund of that instalment. Check your PDS for the exact wording applicable to your payment method.
Once cancellation takes effect, you are no longer covered by Combined Insurance. Any accident, illness or critical event after that date will not be eligible for a claim. If you're switching to another insurer, ensure your new policy starts on or before your Combined Insurance cancellation date so you have no gap in coverage.
Refund timeline and how to track your money
Combined Insurance must refund any unearned premium within a reasonable time-typically 14 to 30 days from the cancellation effective date. The refund is credited to the payment method you originally used (credit card, debit card or bank account).
After cancelling, watch your bank or credit card statement for a credit. If you don't see it within 30 days, contact Combined Insurance again and ask for a refund status. Provide your cancellation request date and policy number. If Combined Insurance cannot locate a refund, escalate to AFCA.
Pro tip: If you paid by monthly instalment and your next payment is due before your cancellation takes effect, you may see a final charge on that due date. This is the instalment you forfeit under the instalment rules. Do not pay again; that charge is the end of it. Stopee recommends checking your bank settings so you're prepared for that final debit.
Common mistakes when cancelling combined insurance
Cancelling insurance should be straightforward, but avoidable mistakes cost consumers time and money.
Assuming phone calls are enough without written confirmation
A representative might verbally confirm your cancellation during a phone call, but without written documentation, Combined Insurance can later claim they never received a cancellation request. You might then be charged for a renewal premium you didn't authorize. Always ask for written confirmation, even after a phone call. Request that they email you a cancellation acknowledgement with an effective date.
Not checking your PDS before cancelling an instalment policy
If you pay by monthly instalment, forfeiting the current month's premium is often a shock. You planned to cancel and recoup unused premium, but the company keeps the next instalment due. Read your PDS cancellation section before you call. Calculate the cost of forfeiting one month versus staying insured. Stopee recommends timing your cancellation to align with a premium due date if possible, so you're not caught off-guard by an unexpected forfeiture.
Cancelling without checking the cooling-off period first
If you're within your cooling-off period and cancel without mentioning it, Combined Insurance might process your request as a standard mid-term cancellation, applying their pro-rata refund formula instead of the full refund owed under the cooling-off right. Always state "I am cancelling within the cooling-off period" in your cancellation request if you qualify. This forces them to apply the correct refund rule.
Failing to follow up on missing refunds
Once your cancellation is processed, refunds do not always appear on schedule. Busy insurance teams sometimes lose track of refund requests. If you haven't seen your refund after 30 days, contact Combined Insurance, cite your cancellation date, and ask for a refund status. If they cannot locate it or claim they have no record of your cancellation request, escalate to AFCA with copies of your phone notes, email timestamps, or Australia Post receipts.
Checklist for cancelling combined insurance
Use this checklist to ensure you have followed every critical step and are prepared for any follow-up issues.
| Step | Action | Evidence to keep |
|---|---|---|
| 1. Preparation | Locate your policy number and check your PDS cancellation section | Screenshot of policy number and PDS cancellation clause |
| 2. Write request | Prepare cancellation request with policy number, name, date and signature | Copy of cancellation letter (email or posted) |
| 3. Send request | Phone 1300 300 480 or send registered post / email | Representative name + call time, or Australia Post receipt, or email timestamp |
| 4. Request written confirmation | Ask Combined Insurance to email cancellation acknowledgement | Emailed confirmation with effective cancellation date |
| 5. Record cancellation date | Note the date Combined Insurance says cover ends | Email or letter from Combined Insurance showing effective date |
| 6. Arrange new cover | If switching, ensure new policy starts on or before cancellation date | New policy schedule with start date |
| 7. Track refund | Check your bank or credit card statement 14-30 days after cancellation effective date | Screenshot of refund credit on statement |
When to escalate to AFCA: your dispute rights
If Combined Insurance refuses to cancel, fails to refund unearned premium, or disputes the effective date of your cancellation, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA).
Before escalating to AFCA: give combined insurance a final chance
Contact Combined Insurance in writing (email preferred, or registered post) and state:
- "On [date], I requested cancellation of my policy [number]. As of today, I have not received written confirmation or a refund of [amount]. Please provide a cancellation confirmation and refund within 5 business days, or I will lodge a complaint with AFCA."
This written notice often prompts immediate action. Combined Insurance knows that AFCA complaints are resource-intensive and can result in orders to pay compensation for delays or incorrect handling.
Escalating to AFCA
If Combined Insurance does not respond within 5 business days, or refuses to cancel or refund, lodge a complaint with AFCA:
- AFCA contact: 1800 931 678 (free hotline, Monday-Friday 9:00 am to 5:00 pm AEST/AEDT) or online at afca.org.au.
- What to provide: Copies of all cancellation requests, phone call notes (date, time, representative name), bank statements showing no refund, and any replies from Combined Insurance.
- AFCA's power: AFCA can order Combined Insurance to refund you, pay compensation for lost interest or hardship, and reverse cancellation deferrals that breached the Insurance Contracts Act.
Stopee recommends keeping all communications with Combined Insurance for at least 12 months after cancellation. AFCA disputes can take 8-12 weeks to resolve, and your evidence trail is critical.
Why people cancel combined insurance and what to consider before you go
Understanding why you're cancelling helps you decide whether to stay, switch or go without cover.
Common reasons for cancellation
Cost: Your premium increased at renewal and you found cheaper cover elsewhere. Stopee advises comparing at least three quotes before cancelling; some competitors offer discounts for loyalty or new customers that bring your cost below Combined Insurance's indexed rate.
Changed circumstances: You've started a new job, retired, or your health situation means you no longer need the same cover. Before cancelling, check whether a reduced benefit level would cost less while maintaining some protection. You might downgrade rather than cancel entirely.
Poor claims experience: You made a claim and Combined Insurance rejected it or paid less than you expected. Cancellation is your right, but you also have the right to dispute the claims decision through AFCA before you exit. Sometimes the company's initial decision is reversed on review.
No longer need the cover: Your financial situation has improved, you've saved an emergency fund, or you've realised you prefer self-insuring. Cancelling is fine-just ensure you've thought through the financial risk if you're uninsured.
Should you cancel or downgrade?
Before you cancel entirely, ask yourself: do I need any accident or illness cover, even at a lower benefit level? Downgrading your plan-for example, from critical illness plus disability to accident-only-often costs less than cancelling and then re-applying months later if your situation changes. Some life events are predictable (retirement, career change) and others are not. A minimal policy might be cheaper than the admin hassle of re-underwriting later.
Reviews and what customers say about cancelling combined insurance
Customer feedback reveals patterns in how smoothly or difficult cancellations go.
Positive experiences: Customers who cancel by phone and receive immediate written confirmation report no issues. Refunds arrive within 30 days, and there are no disputes over the effective date or refund amount. These customers are the ones who follow the checklist: phone call, confirm with the representative, ask for email confirmation, and track the refund.
Difficult experiences: Customers who cancel verbally without written follow-up often report that Combined Insurance later charges a renewal premium, claiming no cancellation was received. Instalment customers are sometimes surprised to discover that the company keeps their next monthly payment, creating a gap in their refund and leaving them confused about their cover end date. Customers who don't follow up when a refund doesn't arrive within 30 days often give up and accept the loss.
What Stopee has found: The single most common issue is lack of written documentation. If you call and hang up without requesting written confirmation, you are entirely dependent on the company's record-keeping-which is not always reliable. Written confirmation-email or registered post-solves this problem and gives you leverage if a dispute arises later.
How stopee can help you cancel combined insurance
Cancelling insurance should not be stressful or risky. Stopee is a consumer cancellation guide dedicated to helping Australians exit subscriptions, memberships and policies like Combined Insurance quickly, fairly and without losing money.
Stopee helps you:
- Understand your exact refund entitlement under Australian Consumer Law and your policy terms.
- Draft a clear, legally sound cancellation request that Combined Insurance cannot misinterpret.
- Track your cancellation and refund so nothing falls through the cracks.
- Escalate to AFCA if Combined Insurance refuses to cooperate, with all the evidence you need to win.
- Compare your options before you cancel-sometimes switching is better than exiting entirely.
Stopee has helped thousands of consumers cancel insurance policies, phone plans, gym memberships and streaming services-not by force, but by knowing the law, the process, and the right words to use. Visit stopee.com today to access templates, checklists, and live support from consumer advocates who know how to make cancellation simple and fair.
Summary: your next steps for cancelling combined insurance
Cancelling Combined Insurance in Australia is a straightforward process if you follow these steps. Contact them by phone on 1300 300 480 (Monday-Friday 8:30 am to 5:00 pm AEST/AEDT) or by registered post. Send a written request with your policy number and cancellation effective date. Request written confirmation and track your refund. If you're within the cooling-off period, state this clearly and demand a full refund. If Combined Insurance refuses or delays, escalate to AFCA on 1800 931 678.
Most importantly, keep written evidence of every step: phone call dates and representative names, email timestamps, cancellation confirmations, and refund bank statement screenshots. This evidence protects you if a dispute arises and strengthens any AFCA complaint.
Stopee recommends you start by reviewing your Product Disclosure Statement to understand your exact cancellation terms, refund formula and cooling-off period. Then use the step-by-step process above to exit cleanly. If you hit resistance, don't accept it-Australian Consumer Law and the Insurance Contracts Act are on your side, and AFCA exists to enforce your rights.
| Contact method | Timeframe | Best for |
|---|---|---|
| Phone: 1300 300 480 (Mon-Fri 8:30 am-5:00 pm AEST/AEDT) | Same day | Speed; request email confirmation immediately |
| Registered post (address on policy schedule) | 5-10 business days | Legal proof of delivery; strongest evidence if disputed |
| Email (if address provided on PDS or website) | 1-3 business days | Speed with timestamped proof; request read receipt |
| AFCA escalation: 1800 931 678 or afca.org.au | 8-12 weeks resolution | If Combined Insurance refuses to cancel or refund |
Combined insurance contact details
Phone: 1300 300 480
Hours: Monday to Friday, 8:30 am to 5:00 pm AEST/AEDT
Postal address: Check your policy schedule or visit the Chubb group website to confirm the current mailing address for cancellation requests.
For escalation: Australian Financial Complaints Authority (AFCA), 1800 931 678 or afca.org.au
Stopee is here to make cancellation fair and transparent. Our guides cover every major Australian insurer, subscription service and membership provider. Whether you're cancelling Combined Insurance or any other service, Stopee gives you the knowledge, templates and confidence to do it right. Visit stopee.com now and take control of your cancellations.