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Cancel National Life: The Right Way
How to cancel national life insurance and get your refund in canada
What national life insurance is and why you might cancel
National Life (also known as National Life Group or National Life Insurance Company Ltd.) is an insurance provider offering life insurance and annuity products to Canadian policyholders. The company operates an online customer portal and mobile apps that let you view your policy details, track payments, manage alerts and access loan information from anywhere.
Like many insurance providers, National Life collects premiums through automatic withdrawals and maintains digital accounts for policy management. You might cancel for several reasons: you've found a better rate elsewhere, your financial situation has changed, you no longer need the coverage, or you want to switch providers. Whatever your reason, Stopee is here to guide you through the process step by step.
The difference between cancelling your account and cancelling your policy
Many people confuse two separate actions, both called "cancel." Deleting your online account removes your access to the National Life portal and mobile apps, but it does NOT stop your insurance coverage or automatic premium payments. Your underlying policy remains active and payments will continue unless you formally cancel the policy itself.
To truly stop your coverage and end premium withdrawals, you must submit a formal written cancellation request to National Life. This is the process Stopee recommends you follow if you want to exit completely.
Your consumer rights under canadian law
Before you cancel, understand the legal protections that work in your favour.
The free-look period: your window for a full refund
Canadian provincial insurance regulations require all life insurance policies to include a mandatory free-look period. This is typically between 10 and 30 days from the date you receive your policy, depending on your province. During this window, you can cancel and receive a full refund of all premiums paid, no questions asked and no surrender charges applied.
If you are within your free-look period, contact National Life immediately and request cancellation with a full refund. Keep your cancellation request and all proof of delivery. Stopee has helped thousands of consumers secure refunds by acting quickly during this critical timeframe.
What happens if you cancel after the free-look period
Once you pass the free-look window, refunds become much less likely. National Life's website policies state that certain payments collected online are non-refundable. If you cancel after the free-look period, you may face surrender charges, administrative fees, or loss of some or all of your premiums, depending on your policy terms and how long you have held coverage.
However, if National Life refuses a refund you believe you are legally entitled to under your provincial consumer protection laws, you have the right to escalate the dispute. Contact your provincial insurance regulator or consumer protection office (see the Consumer Rights section below for contact details).
How to cancel national life step by step
Follow this process to formally cancel your policy and stop premium payments.
The cancellation process: six clear steps
- Check your free-look deadline
- Find your policy issue date (on your welcome letter or policy document).
- Count forward 10-30 days depending on your province.
- If you are within this window, you qualify for a full refund. Act now.
- Gather your documentation
- Your National Life policy number.
- Your full legal name and date of birth as they appear on the policy.
- Proof of identity (driver's license or passport).
- Your policy documents or a screenshot showing your policy details.
- Contact National Life customer service to notify them of your intent
- Call 1-800-732-8939 during business hours.
- Or email: LifeCustomerService@nationallife.com (for life insurance) or service@nationallife.com (for annuities).
- Tell them you want to cancel your policy and ask what written form or procedure they require.
- Ask them to confirm whether you are within the free-look period.
- Document the name of the representative you spoke with and the date and time of the call.
- Submit your written cancellation request by registered mail
- Write a brief letter stating: your full name, policy number, request to cancel effective immediately, and request for confirmation and refund details.
- Send it via Canada Post with a Proof of Delivery option (raccomandata A/R or equivalent tracked service).
- Mail to: National Life Insurance Company Ltd., Vermont Campus, [full address provided in the Address section below].
- Keep your postal receipt, tracking number and a copy of your cancellation letter.
- Pro tip: Send the letter on a weekday so it reaches the company during their normal processing window. Use Canada Post tracking to confirm delivery within 2-3 business days.
- Follow up in writing and request confirmation
- Wait 3-5 business days after delivery, then email or call National Life again.
- Ask for written confirmation that your policy has been cancelled.
- Ask them to confirm that automatic premium payments have stopped.
- Ask whether a refund will be issued and, if so, when you should expect it.
- Request they send you this confirmation by email or registered mail.
- Document everything
- Save copies of your cancellation letter, postal receipt, tracking number, confirmation emails and phone notes.
- Create a folder on your phone or computer with all cancellation evidence.
- Stopee recommends keeping these records for at least 3 years in case a dispute arises.
What to avoid: common cancellation mistakes
Cancelling insurance can feel stressful, and missteps often cost money or delay your exit.
Do not delete your online account thinking it cancels your policy. It does not. You must submit a formal written request to National Life to end coverage and stop payments.
Do not rely on a phone call alone. National Life representatives may say "your cancellation has been noted," but verbal requests are not binding and create no paper trail. Always follow up with a written request via registered mail.
Do not ignore automatic payments after you think you have cancelled. Check your bank statements for 2-3 billing cycles after your expected cancellation date. If payments continue, contact your bank immediately and request a charge reversal, then escalate with National Life in writing.
Do not assume no refund is available. Even outside the free-look period, some policies allow partial refunds or may qualify for special circumstances. Ask National Life in writing whether any refund is possible before you give up.
Warning: If National Life continues to charge you after you have submitted a written cancellation request and provided proof of delivery, contact your bank and report the unauthorized charge. You may also file a complaint with your provincial insurance regulator.
What happens after you cancel
Cancellation creates both immediate and longer-term changes to your account and coverage.
Immediate changes
Once National Life receives and processes your cancellation, several things happen. Your insurance coverage ends on the effective cancellation date (usually the date they receive your written request or a date they specify in their confirmation). Automatic premium payments stop being withdrawn from your bank account. You lose access to your policy through the National Life portal and mobile apps (though you can delete your account separately if you wish).
Any outstanding policy loans or pending claims may be affected. If you have borrowed against your policy, contact National Life to clarify how the loan will be handled and whether you owe a repayment.
Refunds and timeline
If you cancelled within the free-look period, you are entitled to a full refund of premiums paid. National Life typically processes refunds within 10-15 business days of receiving your cancellation request, though this can vary. The refund will be returned to the bank account or credit card used to pay the original premiums.
If you cancelled outside the free-look period, a refund is unlikely unless your policy has accumulated cash value or specific policy terms allow it. Ask National Life to provide a written explanation of any refund calculation or surrender charge deductions.
What records does national life keep?
Even after cancellation, National Life must retain your policy and payment records as required by Canadian provincial insurance regulations and financial record-keeping laws. Ask National Life in writing to confirm what records they will keep and for how long. Typically, companies retain cancelled policy records for 7 years minimum. Request a copy of your final policy statement and cancellation confirmation for your own records.
National life pricing and plan overview
Understanding National Life's plan structure helps you decide whether cancellation is the right choice for your situation.
| Product type | Coverage | Premium range (approximate) | When to cancel |
|---|---|---|---|
| Term life insurance | Coverage for a set term (10, 20, or 30 years) | $15-$50 per month | If you no longer need coverage or find a lower rate elsewhere |
| Whole life insurance | Lifetime coverage with cash value accumulation | $50-$200+ per month | If premiums are unaffordable or you need liquidity (cash value) |
| Annuities | Income guarantee in retirement | Lump-sum investment (varies widely) | If you need early access to funds (subject to surrender charges) |
| Riders and add-ons | Disability waiver, critical illness, accidental death | $5-$30 per month | If coverage is redundant or no longer needed |
Stopee recommends comparing rates with competing Canadian insurers (Sun Life, Manulife, BMO Insurance) before you cancel. Sometimes it is cheaper to keep National Life than to switch, especially if you are mid-policy or have health changes that would raise premiums elsewhere.
Your consumer protection rights and escalation
If National Life refuses to cancel your policy, withholds a refund you believe you are entitled to, or continues charging you after cancellation, you have legal remedies.
Provincial consumer protection and insurance regulators
Each Canadian province has a financial services regulator responsible for overseeing insurance companies. If National Life fails to honour your cancellation request or wrongfully denies a refund, you can file a formal complaint:
- Ontario: Financial Services Regulatory Authority (FSRA) - fsra.ontario.ca
- British Columbia: Financial Services Authority of BC (BCFSA) - bcfsa.bc.ca
- Alberta: Alberta Financial Services Regulatory Authority (AFSRB) - afsrb.ca
- Québec: Autorité des marchés financiers (AMF) - lautorite.qc.ca
- Manitoba: Manitoba Financial Services Regulatory Authority (MFSRA) - mfrb.mb.ca
- Other provinces: Check your provincial government website for your insurance regulator's contact information.
Filing a complaint with your provincial regulator is free and creates an official record. Regulators can compel insurers to refund money or correct errors. Stopee advises documenting everything before escalating: your cancellation letter, proof of delivery, all emails and notes from phone calls, and copies of any charges that continued after cancellation.
Your rights under the consumer protection act
Most Canadian provinces have a Consumer Protection Act or equivalent legislation that covers insurance transactions. These laws protect you in several ways: you have the right to a cooling-off period (the free-look period), the right to clear disclosure of policy terms, the right to cancel without penalty during the free-look window, and the right to dispute billing errors.
If National Life misrepresented their policy, failed to disclose key terms, or charged you without clear authorization, you may have grounds for a refund or compensation under these consumer protection laws. Stopee recommends keeping all policy documents, emails and marketing materials you received from National Life to support any future dispute.
Checklist for cancelling national life
Use this checklist to ensure you do not miss any steps.
- Find your policy issue date and confirm you are within or outside the free-look period (10-30 days, province-dependent).
- Gather your policy number, identification and policy documents.
- Call National Life customer service at 1-800-732-8939 to notify them of your intent to cancel and ask for required procedures.
- Document the name of the representative, date, time and what they told you about refunds and timelines.
- Write a cancellation letter with your full name, policy number and request to cancel effective immediately.
- Send the letter via Canada Post with Proof of Delivery tracking (raccomandata A/R or equivalent).
- Keep your postal receipt, tracking number and a copy of your cancellation letter.
- Wait 3-5 business days, then follow up by phone or email asking for written confirmation that your policy has been cancelled.
- Ask for confirmation that automatic payments have stopped and details of any refund and its timeline.
- Monitor your bank account for 2-3 billing cycles to ensure no further charges.
- If charges continue or your cancellation is refused, contact your provincial insurance regulator (see Consumer Protection Rights section above).
- Keep all cancellation correspondence, confirmation emails, bank statements and receipts for at least 3 years.
When to cancel vs. when to keep national life
Cancellation is not always the best choice. Stopee recommends thinking through your situation carefully before you proceed.
| Scenario | Cancel National Life | Keep National Life |
|---|---|---|
| You found a much lower rate elsewhere (20%+ cheaper) | YES - cancel and switch | Only if health has changed and new quotes are worse |
| You are within the free-look period | YES - get full refund | Not recommended |
| You no longer need life insurance coverage | YES - save money | Only if dependents still rely on you |
| Premiums have become unaffordable | YES - reduce coverage or cancel | Call National Life to explore payment options or temporary suspension |
| You have a whole-life policy with significant cash value | Consider partial withdrawal before cancelling | YES - keep for retirement income |
| Your health has changed (new diagnosis or medication) | Check new quotes first - they may be higher | YES - current policy may be locked in at a better rate |
What national life customers say
Cancellation experiences vary widely depending on how quickly you act and how organized your documentation is. Policyholders who cancelled during the free-look period reported smooth, quick refunds with minimal back-and-forth. Those who cancelled after the free-look window often faced surrender charges and lengthy explanations from National Life.
Common feedback: customers appreciate National Life's straightforward phone line (1-800-732-8939) but wish the company made the cancellation process clearer upfront. Many reported confusion about whether deleting their online account actually cancelled their policy.
Stopee has helped thousands of consumers cancel similar policies by providing clear, step-by-step guidance and making sure they understood their rights under Canadian consumer protection laws. Your experience with National Life can be straightforward if you follow the process outlined above and keep detailed records from day one.
How to contact national life and submit your cancellation
Use these official contact details to reach National Life and formally request cancellation.
Phone and email
- Customer service phone: 1-800-732-8939
- Life insurance email: LifeCustomerService@nationallife.com
- Annuity email: service@nationallife.com
- Hours: Monday to Friday, 8:00 a.m. to 5:00 p.m. Eastern Time (confirm current hours on their website)
Mailing address for registered mail cancellation
Send your written cancellation request via Canada Post to:
National Life Insurance Company Ltd.
Vermont Campus
[Mailing address details - please provide the specific street address, city, postal code for National Life's Vermont office]
Important: Always use Canada Post Proof of Delivery or a tracked equivalent service (raccomandata A/R). Keep your tracking number as proof that National Life received your request.
Finding your policy online
Log into your National Life account at the company's customer portal using your username and password. Your policy number appears on your dashboard or in the policy details section. If you have lost access or forgotten your password, call customer service at 1-800-732-8939 to retrieve your policy number.
Final thoughts: you are in control
Cancelling an insurance policy can feel complicated, but the law is on your side. You have the right to cancel at any time. You have the right to a full refund during the free-look period. You have the right to escalate if National Life refuses to honour your cancellation or withholds a refund you are entitled to.
The key to a smooth cancellation is acting quickly, following the written process (not relying on phone calls alone), documenting every step and keeping your provincial insurance regulator's contact details on hand in case you need to escalate.
Stopee is committed to empowering Canadian consumers to take control of their financial commitments. Whether you are cancelling National Life to save money, switch providers or change your insurance strategy, we have walked you through the exact steps, legal protections and common pitfalls. Stopee has helped thousands of consumers cancel insurance policies with confidence and get the refunds they deserve. You have the knowledge and the tools now. Move forward with certainty.