Manage Aig

How to cancel your AIG travel insurance and protect your right to a refund in canada

What is AIG and why you might want to cancel

AIG (American International Group) sells travel insurance across Canada under the Travel Guard brand, primarily through their website at Travelguard.ca. You can purchase single-trip emergency medical plans, annual travel covers, and other travel-related insurance products either directly online or through licensed agents and brokers. Like any insurance purchase, circumstances change-your trip plans shift, your budget tightens, or you realise you already have coverage elsewhere. Understanding how to cancel AIG travel insurance before it locks you in is essential.

At Stopee, we've helped thousands of Canadians navigate subscription and service cancellations by walking them through the real steps, the legal protections they have, and the common traps companies use to avoid processing refunds. AIG travel insurance is no different. Your right to cancel depends on when you purchased your policy, whether your trip has already started, and how much time has passed since you bought coverage.

When you should consider cancelling AIG

You should cancel AIG if your travel plans have changed and you no longer need the coverage. You've postponed your trip indefinitely. You've realised your employer or credit card already covers emergency medical expenses abroad. Your budget no longer allows for the premium. You purchased coverage by mistake through an app store and want to reverse the transaction.

The timing of your cancellation request matters enormously. If you cancel within 10 days of purchase and before your departure date, and you haven't filed any claims, you're typically entitled to a full refund. After that window closes-or once your trip has started-refund eligibility shrinks dramatically.

How AIG's cancellation rules work in canada

AIG's cancellation process is governed by your policy terms and Canadian provincial insurance regulations. You don't cancel online through a portal or dashboard; instead, AIG requires you to submit a written cancellation request via registered mail or through your agent or broker. This is a critical difference from modern digital services, and it's why many customers get stuck.

Stopee's experience shows that insurance companies deliberately use this friction-the requirement for written, registered correspondence-to discourage cancellations. By understanding the exact steps and deadlines, you reclaim control over your money.

Your consumer rights when cancelling AIG in canada

Canadian consumer protection law gives you specific rights when you buy insurance, and these rights apply to AIG regardless of their internal policies.

The 10-day right to examine your policy

Under federal and provincial insurance regulations, you have a 10-day "right to examine" your policy from the date you purchase it. During this window, you can cancel and receive a full refund of your premium, provided your coverage hasn't started and you haven't filed a claim. This is not a courtesy; it's a legal entitlement. AIG must honour it.

To use this right effectively, you must act within the 10 days and submit your written cancellation request before your departure date. If your trip starts on day 8 after purchase, your right to examine window closes even if the 10 days haven't fully elapsed.

Protection under provincial insurance legislation

Each Canadian province has insurance legislation that protects consumers. In Ontario, it's the Insurance Act. In British Columbia, it's the Insurance Act as well. In Quebec, insurance is governed by the Civil Code and supervised by the Autorité des marchés financiers (AMF). These laws require insurers to act fairly, process cancellations promptly, and clearly disclose your rights.

If AIG refuses to process your cancellation or denies a refund you believe you're entitled to, your provincial regulator and the General Insurance OmbudService (GIO) are your escalation points. Stopee recommends documenting every step of your cancellation attempt so you have evidence if you need to file a complaint.

Escalation pathways if AIG doesn't cooperate

If AIG's internal complaint process doesn't resolve your dispute within 30 days, you can escalate to the General Insurance OmbudService (GIO). The GIO is an independent dispute-resolution body that handles unresolved insurance complaints at no cost to you. In Quebec, you can also request escalation to the Autorité des marchés financiers (AMF) for additional oversight. These bodies have the authority to compel AIG to refund your money if the company is in the wrong.

How to cancel AIG travel insurance step by step

Follow these precise steps to cancel your AIG policy and document your request so you can prove you submitted it on time.

Step-by-step cancellation process

1. Check your purchase method and your policy details
   • Log into your email and find your AIG/Travel Guard purchase confirmation and policy document.
   • Note your full policy number, the exact date you purchased coverage, your trip departure date, and the trip return date.
   • Confirm whether you bought directly from AIG online, through an agent or broker, or via an app store (Apple App Store or Google Play).
2. Verify your refund eligibility before submitting anything
   • Check whether you're within the 10-day right to examine period. Count from your purchase date.
   • Confirm your trip hasn't started yet. If you've already departed, your cancellation rights are severely limited.
   • Check your policy document to confirm you haven't filed any claims. If a claim has been reported or paid, no refund will be issued.
   • Pro tip: Take screenshots of your policy dates and the current date so you have proof of timing if you need to escalate later.
3. Prepare your written cancellation request
   • Write a clear, one-page letter or email (template below) that includes:
   • Your full legal name as it appears on the policy.
   • Your policy number.
   • The exact date you purchased the policy.
   • Your intended trip dates (departure and return).
   • A simple statement: "I request cancellation of this policy effective immediately and a full refund of the premium paid."
   • Your banking details for the refund (account holder name, institution, transit number, account number-or request a cheque by mail if you prefer).
   • Your current phone number and email address.
   • The date you're submitting the request.
   • Your signature (if printing and mailing).
4. Identify the correct mailing address
   • If you purchased directly from AIG/Travel Guard: send your request via registered mail (with proof of delivery / "proof of service") to AIG's Canadian office. The confirmed address for written correspondence is available through Travelguard.ca or by calling their customer service line.
   • If you purchased through an agent or broker: send your written cancellation request to that agent or broker, not directly to AIG. Keep a copy for your records.
   • If you purchased through an app store: contact AIG customer service directly by phone or email to confirm the mailing address, as app-store purchases may follow a different process. Warning: App store refunds are sometimes processed through Apple or Google, not AIG, so clarify this before sending your letter.
5. Send your cancellation request via registered mail
   • Use Canada Post's Registered Mail service (or equivalent courier with signature confirmation) to send your letter. This gives you proof of delivery, which is essential if AIG later claims they never received it.
   • Keep the receipt and tracking number from Canada Post. Write these details down with the date you mailed the letter.
   • Pro tip: Also send a copy of your cancellation request by email to AIG's customer service address (found on their website) with the subject line "Cancellation Request - Policy #[your policy number]". Email is not the primary method, but it creates a second record of your request.
   • Do not rely on phone calls. AIG explicitly will not process refunds based on phone requests alone; you must have written documentation.
6. Track the response and follow up if needed
   • AIG should acknowledge receipt of your cancellation request within three business days.
   • AIG should issue a written response (approval or denial) within 30 days, according to their stated complaint-handling timelines.
   • If you don't receive acknowledgment within three days or a decision within 30 days, send a follow-up email referencing your registered mail tracking number.
   • If AIG denies your refund and you believe the denial is incorrect, prepare to escalate to the General Insurance OmbudService (GIO) or your provincial regulator.

Special case: cancelling an app store purchase

If you bought AIG coverage through Apple App Store or Google Play, the cancellation process is less clear because app-store purchases are managed by Apple or Google, not directly by AIG. AIG's documentation does not outline a separate app-store cancellation pathway for Canadian customers.

In this case, you have two options. First, attempt to request a refund directly through Apple (Settings > [Your Name] > Media & Purchases > Purchase History > Find the AIG app > Report a Problem) or Google Play (Account > Payments and subscriptions > Manage subscriptions > Select AIG > Cancel subscription). App stores often grant refunds within 14 days if you claim the purchase was accidental or unwanted.

Second, simultaneously submit your written cancellation request to AIG as described above, referencing that you purchased through the app store. AIG should either refund you directly or confirm that the refund must come through the app-store vendor. Stopee recommends doing both to ensure you're covered either way.

What happens after you cancel your AIG policy

Cancellation brings relief, but understanding what changes after you submit your request helps you avoid surprises or gaps in coverage if you need insurance elsewhere.

Access to benefits and renewal

Once AIG accepts your cancellation, your access to policy benefits stops immediately as of the cancellation date. If you cancel before your trip begins and within the 10-day window, your policy will not renew. You will not be charged again, and you will not be able to use any benefits under that policy after the cancellation date.

If you later decide you do need travel insurance before your trip, you'll need to purchase a new policy. You'll have no coverage gap as long as you buy a new policy before you depart.

Your policy records and data retention

AIG retains your policy records and claims data in accordance with Canadian privacy law (PIPEDA) and provincial insurance regulations, typically for seven years or longer. Your policy record will reflect the cancellation date. You may receive a cancellation confirmation letter by mail; keep this for your records along with your registered mail receipt.

If AIG asks you to supply documentation to support your refund request (for example, proof of the cancellation reason or your banking details), respond promptly. Delays in providing documentation can slow down refund processing.

Refund timing and payment method

Once AIG approves your cancellation refund, the company processes it according to their standard procedures. Independent consumer reports suggest refunds can take up to 15 business days after you submit your request. If you provided banking details, AIG will deposit the refund directly to your account. If you requested a cheque, it will arrive by mail.

Warning: In some cases, if you're outside the 10-day window but still eligible for a partial refund (unused coverage days), AIG may offer a voucher instead of a cash refund. A voucher can only be used toward a future AIG purchase and is not as valuable as cash. If you receive a voucher offer and want cash instead, ask to speak with a supervisor or escalate to your provincial regulator, as the company should honour reasonable cash-refund requests when applicable.

Refund eligibility and timeline for AIG cancellations

Your refund depends entirely on when you cancel and whether any claims have been made on your policy.

Full refund scenario (10-day right to examine)

You are entitled to a full refund of your premium if you cancel within 10 days of purchase and before your trip departs, and no claim has been filed. This is your strongest refund position. If you meet all three conditions, AIG must refund your full premium with no deductions.

To avoid any dispute, send your cancellation request as early as possible within the 10-day window. The sooner you submit, the clearer your right to the full refund is.

Partial refund scenario (after 10 days, before departure)

If you cancel after the 10-day window but before your trip begins, you may still qualify for a partial refund based on unused coverage days. The refund amount depends on your specific plan terms and how many days of coverage remain. AIG will calculate this based on the coverage start date and your cancellation date.

Partial refunds are not guaranteed and depend on the plan type. Some annual multi-trip policies may not allow refunds after the 10-day window at all. Review your policy terms or ask AIG directly: "Am I eligible for a pro-rata refund based on unused days?" Document their response in writing for your records.

No refund scenario (trip started or claim filed)

If your trip has already started when you submit your cancellation request, or if you've filed or reported a claim on the policy, no refund of premium will be issued. Coverage has been provided (or a claim has triggered the insurer's liability), so the premium is non-refundable. This is consistent across all travel insurance providers and is not negotiable.

If you cancel after a claim is paid, you definitely receive no refund.

Processing delays and follow-up

Refunds can take up to 15 business days to process after AIG approves your request. In some cases, especially if documentation is missing or there's ambiguity, processing can take longer. If you haven't received your refund within 20 business days of approval, send a follow-up email to AIG's customer service asking for a status update and the expected payment date.

Keep a spreadsheet: date submitted, date acknowledged, date of response, refund amount approved, and date refund cleared your bank account. This creates a paper trail you can use if you need to escalate.

AIG travel insurance pricing and plan examples

Understanding what you paid helps you verify your refund amount and decide if cancellation makes financial sense.

Sample plan costs in canada

Prices vary significantly based on your age, trip length, and coverage level. Younger travellers pay less; older travellers and longer trips cost more. If you purchased a C$19.98 single-trip policy and cancel within 10 days, you'll receive C$19.98 back. If you bought an annual policy for C$149.99 and cancel after 60 days of a 365-day plan, your partial refund might be around C$75-C$100 depending on the pro-rata calculation.

Before you cancel, calculate: Is the refund amount worth the effort? For a C$20 single-trip policy, yes, absolutely-it takes 20 minutes to prepare and send your cancellation letter. For a C$149.99 annual policy where you've already used 60 days and qualify for only a C$75 refund, the effort-to-reward ratio is lower, but Stopee still recommends cancelling if you won't use the remaining 305 days.

Common mistakes people make when cancelling AIG

Many Canadians lose money or unnecessarily delay their refunds by making these preventable errors. Learning from others' missteps now saves you frustration later.

Assuming online cancellation is available

The biggest mistake is logging into your AIG/Travel Guard account and looking for a "Cancel Policy" or "Delete Account" button. It doesn't exist. AIG does not accept online cancellation requests, and there is no self-service cancellation portal. Customers who call expecting a quick phone cancellation are also told to submit written requests instead.

This deliberate friction is standard for insurance companies, but it catches people off guard. Plan for 10-15 minutes to write your cancellation letter and another 10 minutes to get to Canada Post for registered mail. It's not instant, but it's straightforward if you know the steps.

Sending cancellation via regular mail without tracking

Never send your cancellation letter via standard (untracked) Canada Post mail. If it gets lost, AIG will claim they never received it, and you'll have no proof you sent anything. Always use Registered Mail with a signature on delivery (A/R, which stands for "Accusé de réception"). The registration receipt and tracking number are your insurance policy.

The cost is roughly C$15-C$20 for registered mail within Canada, which is well worth the proof of delivery.

Relying only on email or phone calls

While it's helpful to send a copy of your request by email as a backup, email alone is not sufficient. AIG's policy explicitly states they will not process cancellations based on email or phone requests alone. You must have written, mailed documentation. Combine methods: registered mail as your primary request, email as a backup to create a second record.

Missing the 10-day window by one day

The 10-day right to examine is strictly enforced. If you purchase on a Monday and submit your cancellation request on the following Tuesday (day 9), you're safe. If you wait until Wednesday (day 10, depending on how days are counted), you might argue you're still within the window, but you're cutting it dangerously close, especially if there's any dispute about when the 10 days started.

Submit your cancellation request within 8 days of purchase to give yourself a safe buffer. Don't assume day 10 is still safe; it's the edge of the cliff.

Not checking if your trip has already started

If your departure date has passed, your trip has begun, and you're attempting to cancel, AIG will deny your refund. The policy has already provided coverage for the days you've travelled. Double-check your trip dates against today's date before you submit anything. If your trip started yesterday and you're only now trying to cancel, your refund is almost certainly gone.

Forgetting to keep copies of everything

Do not rely on your email sent folder or AIG's records. Print or save a PDF of every document you exchange: your cancellation letter, the registered mail receipt with tracking number, any response from AIG, and your bank statement showing the refund (once it clears). Store these for at least one year. If AIG later disputes that they processed your refund, you'll need this evidence.

Checklist for cancelling your AIG travel insurance

Use this checklist to ensure you've completed every step correctly and won't miss deadlines or create gaps in your documentation.

When to escalate your AIG cancellation to a regulator

If AIG denies your cancellation or refund and you believe the denial is wrong, you have legal recourse outside of the company's internal process.

General insurance OmbudService (GIO) complaints

The General Insurance OmbudService (GIO) is an independent dispute-resolution body that handles unresolved insurance complaints at no cost to consumers. You can file a complaint with the GIO if AIG refuses to cancel your policy or denies a refund you believe you're entitled to and the dispute remains unresolved after 30 days or you're dissatisfied with AIG's response.

To file a GIO complaint, visit the GIO website, provide a summary of your dispute, attach copies of your cancellation request and AIG's response, and submit the complaint form. The GIO will investigate and can compel AIG to refund your money if the company is in violation of insurance regulations.

Provincial regulator escalation

In addition to the GIO, your provincial regulator can intervene. In Ontario, it's Financial Services Regulatory Authority (FSRA). In British Columbia, it's the Financial Institutions Commission (FICOM). In Quebec, it's the Autorité des marchés financiers (AMF). These bodies oversee insurance companies and enforce consumer protection laws.

If you file a complaint with your provincial regulator, provide the same documentation: your cancellation letter, proof of delivery, AIG's response, and an explanation of why you believe AIG violated your rights. Provincial regulators take consumer complaints seriously and can fine or restrict insurance companies for unfair practices.

When to consider small claims court

If your refund is under C$35,000 (the limit varies by province), you can also sue AIG in small claims court for the refund amount plus court costs. This should be your last resort after GIO and regulatory complaints, but it's an option if AIG refuses to comply with a regulator's decision.

Stopee recommends exhausting the GIO and regulatory pathways first because they're free and often faster than court.

Summary: take action and protect your refund with stopee

Cancelling your AIG travel insurance is straightforward if you follow the correct process: confirm your refund eligibility, prepare a written cancellation request, send it via registered mail to the correct address, and track the response.

You have legal rights in Canada. The 10-day right to examine is not a favour; it's a consumer protection law. If AIG denies a refund you believe you're entitled to, you can escalate to the General Insurance OmbudService, your provincial regulator, or small claims court. Documentation is your weapon-keep every receipt, email, and bank statement.

Stopee has helped thousands of consumers cancel unwanted subscriptions and services by breaking down confusing processes into clear, actionable steps. AIG is no different. Whether your cancellation qualifies for a full refund or a partial one, you now have the knowledge and the legal framework to claim what's yours. Don't assume you'll lose money on a policy you don't need. Take action within the 10-day window, send your letter via registered mail, and follow up until your refund clears your account.

Contact information for AIG cancellation correspondence

Send your written cancellation request via Registered Mail to the following address. Verify the current address on Travelguard.ca before mailing, as addresses may change.

AIG/Travel guard canadian office

Travel Guard (AIG)
Customer Service
Toronto, Ontario
Canada

(Confirm the exact street address, postal code, and department name on Travelguard.ca or by calling AIG customer service before sending your letter. Using registered mail ensures proof of delivery.)

If you purchased through an agent or broker, send your cancellation request to that agent's office instead, with a copy to AIG.

If you purchased via Apple App Store or Google Play, contact AIG customer service by phone first to confirm whether the cancellation and refund should be processed through the app store or directly by AIG.

Keep your registered mail receipt, tracking number, and a copy of your letter. Document the date you submitted, the date AIG acknowledged receipt, and the date your refund clears your bank. Stopee recommends retaining all cancellation documents for at least one year in case you need to escalate your complaint to the General Insurance OmbudService or a provincial regulator.