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Cancel Insure And Go: The Right Way
How to cancel insure and go travel insurance in australia and claim your refund
What insure and go travel insurance covers
Insure and Go is a travel insurance provider offering single-trip and annual multi-trip policies across three cover levels: Bare Essentials, Silver and Gold. Their Australian offering includes unlimited overseas medical expenses on many plans, a protective 14-day cooling-off period and flexible trip-length options (30, 45 or 60 days) for annual multi-trip policies. You can add family cover to annual policies and choose cover that matches your travel needs and budget.
The provider clearly markets its cooling-off period on their Australian pages, which is your strongest refund protection. Understanding what you're covered for and when you can cancel penalty-free is essential before you commit to any policy.
The three cover tiers explained
Each tier offers different levels of protection and cancellation benefits. Bare Essentials provides foundational cover with basic medical and limited cancellation options. Silver steps up with moderate cancellation limits and higher medical expense ceilings. Gold delivers the broadest protection, including unlimited or highest-maximum cancellation cover on most products and unlimited overseas medical expenses.
| Cover tier | Overseas medical expenses | Cancellation limits | Best for |
|---|---|---|---|
| Bare Essentials | Provided (standard limits) | Limited or not included | Budget-conscious, low-risk trips |
| Silver | Higher limits than Bare Essentials | Moderate capped limits | Standard leisure travel |
| Gold | Unlimited on most products | Unlimited or highest maximum | Longer trips, high-value bookings |
Annual multi-trip versus single-trip policies
Annual multi-trip policies cover unlimited trips within a set calendar year, with trip lengths capped at your chosen option (30, 45 or 60 days per trip). You pay one premium upfront and enjoy continuous cover. Single-trip policies apply to one journey only and end when your trip concludes or after a set period, whichever comes first. Your cancellation rights and refund options differ between these products, so confirm your policy type before you proceed with cancellation.
Why customers cancel insure and go policies
Travel insurance cancellation happens for many reasons, and understanding your motivation helps you navigate the process faster. At Stopee, we've seen customers cancel because they no longer need the cover, they've found a cheaper alternative, or their travel plans have changed entirely.
Common reasons to cancel
You might cancel because your trip has been postponed or cancelled, you've discovered a better-value policy elsewhere, you've decided not to travel after all, or you've made a claim and no longer need ongoing cover. Some customers realise they purchased unnecessary add-ons or over-insured themselves. Others cancel annual policies after their first trip if they don't plan further travel within the year.
When cancellation saves you money
If you cancel within the 14-day cooling-off period before any travel or claims, you recover your full premium. After this window, you'll receive a pro rata refund less government charges and unrecoverable taxes. For annual multi-trip policies, cancelling early in the year maximises your refund because unused cover attracts higher reimbursement. Stopee recommends checking whether you've already travelled or claimed, as both factors eliminate your cooling-off right and reduce your refund entitlement.
Your consumer rights under australian law
As an Australian consumer, you're protected by the Australian Consumer Law (ACL) and the Insurance Contracts Act 1984 (Cth), which set minimum standards for how insurers must treat you. Insure and Go must comply with these laws when you cancel.
The 14-day cooling-off period
The ACL and Insure and Go's policy documents grant you a 14-day cooling-off period from the date of purchase. This allows you to cancel and reclaim your full premium without penalty, provided you have not travelled and have not made a claim. You do not need to provide a reason. Stopee emphasises that this is an unconditional right, and any insurer that refuses a cooling-off cancellation is breaching consumer law.
The cooling-off clock starts on the date you purchased the policy, not when your trip begins. If you buy a policy for a trip three months away and cancel within 14 days of purchase, you're covered. This protection applies regardless of whether your trip has already started.
Post-cooling-off cancellations and pro rata refunds
After the 14-day window closes, Insure and Go may refuse cancellation and instead calculate a pro rata (proportional) refund for unused cover. They will deduct government charges, unrecoverable taxes and any levies that cannot be refunded. The exact deductions depend on how long the insurer was on risk and local tax obligations. This approach is standard across the industry and compliant with consumer law.
However, the ACL still protects you: Insure and Go must not mislead you about refund eligibility or amounts. If they claim a deduction is mandatory when it isn't, or if they refuse to calculate a pro rata refund after the cooling-off period, you can escalate to the Australian Financial Complaints Authority (AFCA).
Insurance contracts act protections
The Insurance Contracts Act requires Insure and Go to deal with you fairly, avoid misleading conduct and honour the terms of your policy. If the insurer breaches these duties, AFCA can order compensation. Stopee advises noting this authority as your escalation point if the company refuses to honour a legitimate cancellation or refund claim.
Methods to cancel your insure and go policy
Insure and Go provides multiple cancellation pathways, though their primary method requires written communication. Each method has specific requirements and timelines that you must follow to ensure your cancellation is processed correctly.
Email cancellation
You can submit a cancellation request via email to Insure and Go's customer service team. Email provides a written record of your request, which is essential if disputes arise later. Keep a copy of your confirmation email and any responses from the insurer.
Postal cancellation
Insure and Go accepts cancellations by post to their address (detailed in the final section). Posting offers a formal trail if you request a signature on delivery, though it takes longer than email. Many customers prefer email for speed, but post ensures a legally defensible record if the insurer later claims they never received your request.
Phone cancellation
If available, phone cancellation may be the fastest route, though you must request written confirmation of your cancellation via email immediately after your call. Do not rely on a phone conversation alone, as the insurer may claim they never spoke to you or misunderstood your request.
How to cancel your insure and go policy step by step
Follow this process carefully to ensure your cancellation is processed without delay or dispute. Stopee recommends keeping records at every step.
- Locate your policy documents and note your policy number, purchase date and full name as it appears on the policy.
- Check the purchase date to confirm whether you're within the 14-day cooling-off period.
- Review your policy wording for the insurer's cancellation contact details.
- Determine your cancellation method (email is fastest; post provides the strongest legal record).
- Email is preferable for speed and immediate confirmation.
- Post is slower but creates a dated, traceable record if you use registered mail.
- Draft your cancellation letter or email including your policy number, full name, date of birth, purchase date and a clear statement: "I wish to cancel my Insure and Go policy effective immediately."
- Keep the letter brief but complete.
- Do not offer reasons unless you believe they strengthen your case (e.g. "I have not yet travelled").
- For cooling-off cancellations, add: "I am cancelling within the 14-day cooling-off period and request a full refund."
- Send your cancellation via your chosen method (email or post) and obtain confirmation of receipt.
- For email, request read receipts if your provider supports them.
- For post, use registered or tracked mail and keep the receipt.
- Wait for Insure and Go to acknowledge your cancellation and confirm the refund amount.
- Expect a response within 5-10 business days.
- If you don't hear back within 14 days, follow up with a second email marked "urgent".
- Once confirmed, track the refund to your nominated bank account.
- Refunds typically arrive within 7-14 business days after confirmation.
- If the refund doesn't arrive within 21 days, contact Insure and Go again and request a trace.
What to include in your cancellation request
Your email or letter must be clear, complete and professional. Include your policy number, full name, date of birth, original purchase date, effective cancellation date and a direct statement of intent to cancel. For cooling-off cancellations, explicitly state that you're cancelling within 14 days and requesting a full refund. For post-cooling-off cancellations, ask for a pro rata refund calculation and request itemised deductions if any apply.
Pro tip: Avoid emotional language or complaints in your cancellation request. Keep your correspondence factual and focused. Emotionally charged emails can slow responses and cloud the issue. Save complaints for later if the refund is delayed or incorrect.
Refund timelines and what to expect
Understanding refund mechanics helps you plan your finances and identify delays early. Stopee has guided thousands of Australians through insurance refunds, and timing matters more than most people realise.
Cooling-off refunds (within 14 days of purchase)
You receive your full premium back, minus only genuine government charges that cannot be refunded (such as Goods and Services Tax if already remitted to the ATO). Insure and Go must confirm receipt of your cancellation within 3-5 business days and process the refund within 7-10 business days after confirmation. Total time from submission to credit: typically 10-15 days.
Pro rata refunds (after 14 days)
Insure and Go calculates what portion of your premium covers the unused period and refunds that amount, minus deductions. Deductions include unrecoverable taxes, government levies and any costs the insurer genuinely incurred. This calculation takes longer: expect 10-20 business days to receive your refund. Request an itemised breakdown of deductions so you can verify accuracy.
Annual policy refunds
For annual multi-trip policies cancelled mid-year, your pro rata refund depends on how many days remain in your policy period. If you've completed no trips or claims, the calculation is straightforward. If you've already claimed or travelled, Insure and Go may treat a portion of the premium as earned and non-refundable. Ask for a detailed calculation before accepting any reduced refund.
Warning: If Insure and Go claims a refund will take longer than 21 days without explanation, escalate to AFCA. Unnecessary delays may constitute a breach of consumer law.
Common mistakes that delay or block cancellation
Cancellation disputes are stressful, and most arise from preventable errors. We understand how frustrating it is when an insurer disputes a refund you're entitled to, so let's walk through the traps.
Forgetting to confirm cooling-off eligibility before cancelling
Many customers assume they're within the 14-day window and submit a cancellation only to learn later that they've already travelled or made a claim. Both eliminate your cooling-off right entirely. Before you cancel, check your policy documents to confirm your purchase date and verify that you've made no trips or claims under the policy.
Using informal cancellation methods
Phoning the insurer and asking verbally to cancel, then forgetting to email confirmation, leaves you with no proof your request was received. Insure and Go may later claim they never heard from you. Always submit written cancellation requests and retain copies. Email is fastest; post with tracking is most defensible.
Failing to include your policy number
Without your policy number, Insure and Go cannot locate your file quickly, and your cancellation may be delayed or lost. Always include your full policy number in your cancellation letter or email. Double-check it against your policy documents.
Accepting a deduction without questioning it
Insure and Go may claim they must deduct government charges, taxes or recovery costs. Ask for an itemised breakdown and verify each deduction against your policy wording and the ACL. If a deduction seems excessive or unjustified, dispute it before accepting the refund. Once you accept a refund, you forfeit the right to challenge deductions later.
Not following up when the refund doesn't arrive
If Insure and Go confirms your cancellation and refund amount but the money doesn't reach your bank account within 21 days, contact them immediately. Request a bank trace from their finance team. Delays beyond this window may indicate the refund was never processed, and you'll need evidence of that for any escalation to AFCA.
Pro tip: Set a phone reminder on the day Insure and Go confirms your refund amount. Mark 21 days ahead. If the refund hasn't arrived by then, you have a clear trigger to follow up and escalate if needed.
What happens after your cancellation is processed
The period after cancellation can feel uncertain, especially if you're waiting for your refund. Let's clarify what occurs next and how to protect yourself.
Your cover ends immediately
Once Insure and Go receives and accepts your cancellation request, your insurance cover terminates. You are no longer protected under the policy. If you're planning travel soon, secure alternative cover before you submit your cancellation, otherwise you'll be uninsured during any trips.
You cannot make claims after cancellation
The moment your cancellation is confirmed, you lose the right to lodge any new claims under that policy. If you've already experienced a travel disruption (e.g. flight cancellation) but haven't yet claimed, submit your claim before cancelling. Cancellation nullifies all future claim rights.
Keep your policy documents until the refund clears
Retain copies of your original policy, cancellation confirmation email and refund confirmation for at least 12 months. If a dispute arises, these documents are your evidence. Never discard them until you're certain the refund is final and the insurer has no further claims against you.
Check your bank statement and confirm the refund amount
Once the refund arrives, compare it to Insure and Go's stated amount. If any deductions were applied, verify they match the itemised breakdown you received. If the amount is less than promised, contact Insure and Go within 7 days to dispute it. After 7 days, insurers often refuse to re-open closed refund cases.
Switching to a better policy after cancellation
Once your refund clears, you're free to purchase alternative cover if needed. Stopee recommends shopping around before you buy new insurance, so you don't pay more than necessary. Compare cover levels, cancellation limits and medical expense ceilings across multiple insurers. Use your cooling-off period wisely on the new policy too: if you change your mind after purchasing, you have 14 days to cancel and get your full money back.
Escalation: what to do if insure and go refuses to cancel or refund
Some customers encounter resistance from Insure and Go when requesting cancellation or disputing refund deductions. Your consumer law rights protect you in these situations.
Request written explanation if the insurer refuses
If Insure and Go declines your cancellation or refund, ask for a detailed written explanation citing the specific policy clause or law justifying their decision. Many insurers back down once forced to explain themselves in writing. Review their explanation against your policy wording and the ACL. Often, their reasoning is incorrect or based on misunderstanding your situation.
File a complaint with AFCA
The Australian Financial Complaints Authority (AFCA) is your free escalation point if Insure and Go refuses a legitimate cancellation or refund claim. AFCA investigates complaints about insurance disputes and can order the insurer to pay compensation. You have two years from the date of Insure and Go's refusal to lodge a complaint with AFCA. Provide AFCA with copies of all correspondence, your policy documents and evidence that the insurer's refusal breaches the ACL or Insurance Contracts Act.
Contact AFCA online at www.afca.org.au or call 1800 931 678. There's no charge to lodge a complaint, and AFCA's decisions are binding on the insurer (subject to limited appeal rights).
Contact the australian securities and investments commission (ASIC)
If you believe Insure and Go has engaged in deceptive or misleading conduct, you can report them to ASIC (the financial services regulator). ASIC investigates systematic breaches and can impose penalties or take enforcement action. This won't directly recover your money, but it protects other consumers and creates regulatory pressure on the insurer to comply.
Cancellation checklist for insure and go
Use this checklist to ensure you've completed every essential step before and after cancelling your policy.
| Task | Status | Notes |
|---|---|---|
| Confirm policy number and purchase date | [ ] Done | Check your policy documents |
| Verify you haven't travelled or claimed | [ ] Done | Essential for cooling-off eligibility |
| Draft cancellation letter with policy number and clear cancellation statement | [ ] Done | Keep a copy for your records |
| Send cancellation via email or registered post | [ ] Done | Email is recommended for speed |
| Obtain confirmation of receipt from Insure and Go | [ ] Done | Save confirmation email or post receipt |
| Receive refund confirmation with amount and deductions (if any) | [ ] Done | Query any deductions you don't understand |
| Check your bank account for refund arrival (allow 21 days) | [ ] Done | Follow up if refund is late |
| Verify refund amount matches Insure and Go's confirmation | [ ] Done | Dispute within 7 days if incorrect |
| Retain policy documents and correspondence for 12 months | [ ] Done | Needed if a dispute emerges later |
Customer experiences and reviews
Understanding how other customers have experienced Insure and Go's cancellation process helps you set realistic expectations. Stopee has reviewed feedback from Trustpilot, ProductReview and other consumer forums to identify patterns.
Positive cancellation experiences
Many customers report smooth cancellations within the cooling-off period, with full refunds processed within 10-14 days. Those who submitted clear, written cancellation requests with complete policy information generally experienced faster outcomes. Customers who bought cover through comparison websites sometimes needed to contact the intermediary (not Insure and Go directly), but this rarely caused significant delays.
Disputed refunds and common complaints
A smaller subset of reviews mention disputes over deduction amounts, particularly for pro rata refunds after the cooling-off period. Some customers reported unclear itemisation of government charges or taxes, making verification difficult. A few reviews noted communication delays (2-3 weeks) when requesting refund status. These issues are generally resolved once the customer escalates or requests written itemisation.
Claims history and refund eligibility
Several reviews indicate that customers who'd already made a claim were denied cooling-off refunds. This is correct under consumer law and Insure and Go's policy, but customers sometimes felt misled about this restriction. Stopee advises confirming your claim history before submitting a cancellation request, and declaring it in your cancellation letter if you're unsure.
Related insurance cancellations to explore
If you're comparing travel insurers or considering alternatives, understanding how other providers handle cancellations helps you make informed choices. Each insurer interprets cooling-off periods and pro rata calculations slightly differently, and comparing their approaches ensures you select the right cover for your needs.
| Insurer | Cooling-off period | Post-cooling-off refund | Key difference |
|---|---|---|---|
| Insure and Go | 14 days (full refund) | Pro rata less deductions | Standard ACL-compliant approach |
| Other major travel insurer A | 14 days (full refund) | Pro rata less deductions | Slightly different deduction policy |
| Other major travel insurer B | 14 days (full refund) | Pro rata less deductions | May offer extended cooling-off for some products |
Final steps: contact details and how stopee can help
You now have all the information needed to cancel your Insure and Go policy confidently and reclaim what you're entitled to. Cancellation is straightforward when you follow the process step by step and maintain clear records.
Insure and go cancellation address and contact
Send your cancellation letter by post to:
Insure and Go Insurance Services Ltd
Maitland House
Warrior Square
Southend-on-Sea
SS1 2JY
United Kingdom
Alternatively, contact them via their Australian website or customer service email (check your policy documents or their website for the current email address). Email is recommended for fastest processing and proof of receipt.
How stopee supports your cancellation journey
Stopee has helped thousands of Australian consumers navigate subscription cancellations, insurance refunds and consumer disputes. We provide detailed, step-by-step guides tailored to each service, highlighting the traps that slow refunds and the rights you can leverage. Our mission is to empower you to cancel confidently, reclaim your money on time and understand your consumer protections under Australian law.
If you encounter resistance from Insure and Go, escalate to AFCA with confidence. You're protected by consumer law, and that protection is absolute. Stopee recommends reviewing this guide before you submit your cancellation, and returning to the checklist section before you send your request. With clear records and a methodical approach, your refund will arrive within the timeframe Insure and Go promises.