Manage Staysure

How to cancel staysure insurance and claim your refund

About staysure

Staysure is one of the UK's leading specialist travel insurance providers, focused on serving customers over 50 since 2004. Based in Northampton, they've built their reputation by offering comprehensive travel cover for older travellers, including those with pre-existing medical conditions who struggle to find suitable insurance elsewhere. The company now provides home insurance, pet insurance, and life insurance alongside their core travel products, processing over 500,000 policies annually.

What makes Staysure stand out is their willingness to cover customers mainstream insurers often reject. They specialise in policies that include cruise cover, winter sports options, and extended trip durations for travellers with medical history. This focus on accessibility is valuable, but it also means understanding their cancellation procedures becomes crucial if your circumstances change. At Stopee, we know that life happens-whether you're switching providers, no longer need the cover, or found better value elsewhere, cancelling properly protects your money and prevents unwanted renewals.

Core insurance products

Staysure's portfolio spans travel, home, pet, and life insurance. Their travel insurance-the flagship product-comes in single trip and annual multi-trip options, with coverage levels ranging from Essentials through to Premier Plus. Home insurance typically covers buildings, contents, or both. Pet insurance offers lifetime policies for dogs and cats, whilst over-50s life insurance provides guaranteed acceptance without medical questions. Most policies operate on an annual renewal cycle, meaning you need to cancel actively to stop future charges.

Why cancellation matters

Staysure policies renew automatically unless you cancel. Missing a cancellation deadline can lock you into another 12 months of charges, especially on travel insurance. Even if you've used your policy, you cannot simply stop paying-you must submit a formal cancellation. Understanding your rights under the Consumer Rights Act 2015 and the specific terms of your policy puts you in control of your finances and prevents surprise debits.

Staysure pricing and policy tiers

Staysure's costs vary significantly by product type, coverage level, and your personal circumstances, such as age and medical history.

Travel insurance costs

Single trip policies range from £15 to £150 per journey, depending on destination, duration, and pre-existing medical conditions. Annual multi-trip policies-which cover unlimited holidays within 12 months-typically cost between £80 and £300 per year. The main tiers are Essentials, Premier, and Premier Plus, each with increasing medical limits and additional benefits.

Other product costs

Home insurance ranges from £150 to £400 annually depending on property value and location. Pet insurance averages £20 monthly for dogs and cats. Over-50s life insurance costs between £10 and £50 monthly based on age and coverage. All products renew automatically unless you actively cancel, which is why Stopee recommends setting reminders well before your renewal date.

Should you cancel staysure?

Deciding whether to cancel depends on your individual circumstances and whether your policy still meets your needs.

Reasons to cancel

You might cancel if you've found cheaper coverage elsewhere, no longer travel abroad, have relocated internationally, or experienced a significant change in your health status. If you claimed during your policy year and Staysure rejected the claim, cancelling and switching to a more supportive provider makes sense. Similarly, if you're unhappy with their customer service or billing practices, moving to a competitor gives you better peace of mind. Stopee users often cancel when they realise they're paying for coverage they don't use-such as annual multi-trip policies when they only take one holiday every two years.

Reasons to keep your policy

Staysure's strength lies in covering pre-existing conditions that standard insurers refuse. If you have significant medical history and struggle to find alternative quotes, keeping your policy may be the most practical choice, even if premiums feel high. Their 24-hour emergency assistance and comprehensive medical coverage also justify renewal for frequent or adventurous travellers. If you're mid-year and claim-free, cancelling before your anniversary might waste the remainder of your paid coverage unless you receive a pro-rata refund.

Check your renewal date first

Before committing to cancellation, review your policy documents or log into your Staysure account to confirm your exact renewal date. Cancelling at the wrong time-especially after automatic renewal-can cost you unnecessarily. At Stopee, we've helped thousands of consumers avoid surprise charges by acting with at least 30 days' notice.

How to cancel staysure

Staysure offers three cancellation methods, each with different timescales and potential charges.

Method 1: cancel online via my staysure

Online cancellation is the fastest and cheapest route. You avoid the £15 telephone service charge and get instant confirmation.

1. Visit the Staysure website and log into your My Staysure account
   • If you've forgotten your login, use the "Forgotten password" link on the homepage
   • You'll need your email address and date of birth to reset access
2. Navigate to your active policies or "Manage my policy"
   • Look for a "Cancel" or "Cancellation" button-this is usually in a settings menu or policy overview page
3. Select the policy you wish to cancel and confirm the cancellation reason
   • Staysure may ask why you're leaving; answer honestly but briefly
   • Do not feel obligated to accept retention offers if you're certain about cancelling
4. Review the cancellation summary, including any refund amount or outstanding balance
   • Warning: Check whether you're cancelling before or after automatic renewal; this affects your refund eligibility
5. Click "Confirm cancellation" and save your confirmation email
   • Screenshot the confirmation page as backup proof
   • You should receive a cancellation email within 1 business day

Pro tip: Cancel online at least 14 days before your renewal date to avoid being charged for another year. If you've already renewed, you have 14 days from the renewal to cancel and receive a full refund under the cooling-off period.

Method 2: cancel by telephone

If you prefer speaking to an agent or need immediate confirmation, call Staysure's customer service team.

1. Find your policy number and have it ready before calling
   • Your policy number appears on your policy documents or in your My Staysure account
2. Contact Staysure's customer service line
   • Phone numbers are listed on your policy paperwork and their website
   • Call during UK business hours (typically 8am-8pm Monday to Friday, limited weekend hours)
3. Tell the agent you wish to cancel and provide your policy number
   • Stay calm and firm; agents may offer discounts or alternative policies
   • You are under no obligation to accept retention offers
4. Listen carefully to your cancellation details and refund eligibility
   • Ask the agent to confirm your cancellation date and any refund amount in writing
5. Request a cancellation confirmation email and reference number
   • Warning: Telephone cancellations incur a £15 administration fee, so expect your refund to be reduced by this amount

Pro tip: Request that the agent email you a written cancellation summary immediately after the call. This creates a paper trail and prevents disputes about what was agreed verbally.

Method 3: cancel by post

If you prefer traditional methods or have no online access, you can cancel via post, though this is slowest.

1. Write a cancellation letter on plain paper
   • Include your full name, policy number, date of birth, and current address
   • State clearly: "I wish to cancel my policy effective [date]"
   • Keep the letter brief and professional
2. Request proof of cancellation in your letter
   • Write: "Please confirm receipt and cancellation in writing"
3. Send your letter to Staysure's cancellation address (see final section)
   • Use Royal Mail Special Delivery or Recorded Delivery for proof of posting
   • Cost is typically £3-£5 but provides crucial evidence if disputes arise
4. Retain your proof of posting receipt and the Special Delivery barcode
   • Staysure should respond within 5-10 business days
   • If no confirmation arrives, follow up with a copy of your proof of posting

Warning: Postal cancellations are slower and carry no telephone charge, but lack the immediacy of online or phone methods. Only use this if online and phone options are unavailable to you.

Understanding your refund and timeline

Your refund depends on when you cancel relative to your renewal date and whether you've made claims.

Cooling-off period refunds

You have 14 days from purchasing or renewing your policy to cancel for a full refund, provided you haven't travelled or made a claim. This "cooling-off period" is protected by the Consumer Rights Act 2015. If you cancel within this window online or by phone before incurring the £15 charge, you receive 100% of your premium back.

Pro tip: If your policy renewed automatically and you're within 14 days, you can almost certainly reclaim the full amount. Act immediately to secure this window, as it closes quickly.

Refunds after the cooling-off period

Once 14 days have passed, Staysure applies a pro-rata calculation. If you've paid £200 for an annual policy and cancel after 6 months, you receive roughly £100 back, minus any telephone administration charge (£15 if you called) and minus any claims you've made. The exact refund is shown at the point of cancellation online, so you see precisely what you're receiving before you confirm.

Processing timescale

After you confirm cancellation, expect your refund within 5-10 business days if you cancelled online. Telephone cancellations may take slightly longer due to manual processing. Postal cancellations can take 10-15 business days from Staysure's receipt of your letter. At Stopee, we recommend checking your bank account and following up if your refund hasn't arrived within this window.

Your consumer rights when cancelling

The Consumer Rights Act 2015 protects you throughout the cancellation process, and understanding these rights empowers you to challenge unfair practices.

Right to cancel within 14 days

You have an automatic right to cancel any distance-sold insurance (purchased online, by phone, or by post) within 14 days of purchase or renewal without penalty, as long as you haven't travelled or claimed. Staysure cannot refuse this right or impose hidden charges during this period. If they attempt to do so, report them to the Financial Conduct Authority (FCA).

Right to clear cancellation information

Staysure must provide clear instructions on how to cancel before you purchase. If their website or policy documents hide cancellation steps or make the process deliberately complicated, this violates consumer law. You have the right to straightforward cancellation channels and transparent fee structures.

Right to receive a refund within a reasonable timeframe

Staysure must process your refund promptly-typically within 14 days. If you're waiting longer than 10 business days, contact their customer service and reference the Consumer Rights Act 2015. Request a written explanation and timeline for the refund. If Staysure refuses to refund you after the cooling-off period without reasonable justification, escalate to the Financial Ombudsman Service (FOS).

Right to dispute unfair charges

The £15 telephone charge may not apply if you cancelled due to a Staysure error, misleading information, or changes to their terms without your consent. If you believe the charge is unfair, request a written explanation. You can dispute it through the FOS if Staysure doesn't budge. At Stopee, we've successfully helped consumers challenge these fees when Staysure failed to notify them of policy changes.

After cancellation: what to do next

Cancelling your Staysure policy is only half the battle-securing replacement cover requires planning.

Source alternative insurance immediately

Don't cancel Staysure until you've confirmed a new insurer will accept you. If you have pre-existing medical conditions, securing an alternative quote can take time. Apply to competing providers while still covered by Staysure, and only cancel once your new policy is active. This prevents a gap in your coverage and protects you during any emergency whilst travelling.

Update your records

Once your refund arrives, save all cancellation emails and refund confirmations for your records. Update your bank records to reflect that the direct debit has stopped. Check your bank's bill payment system to ensure no standing order remains active with Staysure. Missing this step sometimes results in accidental duplicate charges months later.

Set a reminder if you keep insurance with staysure on another product

If you've cancelled only your travel insurance but kept home or pet cover, make a note of those renewal dates too. Staysure's automatic renewal system can sometimes process multiple products on the same schedule, so stay vigilant to avoid paying for policies you don't want.

Monitor your bank account

Watch for any unexpected charges from Staysure for 60 days after cancellation. If a phantom charge appears, contact your bank immediately and reference your cancellation confirmation. Your bank can reverse the payment and take action against Staysure if necessary.

Common mistakes when cancelling staysure

Cancelling insurance requires precision, and small oversights can cost you money or leave you vulnerable.

Cancelling too close to your renewal date

Many customers cancel just days before renewal, only to find Staysure has already processed the annual charge. Once renewed, you must wait 14 days to claim your cooling-off refund. To avoid this, cancel at least 30 days before your renewal date. Check your policy documents now to confirm your exact renewal month-it's usually the anniversary of your original purchase.

Not saving your confirmation email

If you cancel online and don't save your confirmation email, Staysure may later claim they have no record of your cancellation request. This creates a dispute over refund eligibility. Always screenshot or print your online confirmation and save the email they send back. At Stopee, this simple step has prevented hundreds of refund disputes for our users.

Accepting a retention offer without reading the terms

When you attempt to cancel, Staysure agents may offer a discount or special retention price. These offers often come with strings attached-such as locking you in for another year or waiving your right to cancel within 14 days. Always read any new terms before accepting. If the discount isn't substantial enough, politely decline and proceed with cancellation.

Ignoring the £15 telephone charge

If you call to cancel, that £15 fee will reduce your refund. Many customers forget about this charge until they see a smaller refund than expected. Calculate your expected refund before calling (policy cost divided by 12 months, minus any claims, minus £15) so there are no surprises.

Failing to confirm your cancellation reason

Staysure sometimes disputes cancellations if you don't specify a reason or if your reason triggers a fraud check. State a clear reason: "I've found alternative cover elsewhere" or "My circumstances have changed and I no longer need this policy." Vague responses like "just cancelling" can lead to delays whilst Staysure verifies your request.

Staysure cancellation checklist

Use this step-by-step checklist to ensure a smooth cancellation.

Why choose stopee for cancellation support

Cancelling insurance can feel daunting, especially when you're concerned about refunds or worried about losing coverage. Stopee (stopee.com) simplifies this process by breaking down every step, explaining your rights under UK consumer law, and showing you exactly what to expect at each stage.

Whether you're cancelling Staysure or any other subscription service, Stopee has helped thousands of consumers cancel confidently, recover refunds, and avoid common pitfalls. Our guides cover timescales, charges, refund calculations, and escalation steps if a company refuses to cooperate. We also connect you with consumer authorities and ombudsman services when companies break the rules.

At Stopee, you're not just reading generic advice-you're learning from real-world cancellation cases and insider knowledge about how companies like Staysure actually process cancellations. This empowers you to act decisively and protects your money.

Staysure contact details and cancellation address

Here's how to reach Staysure for cancellation requests or customer service.

Cancellation by post

Write to the following address and use Royal Mail Special Delivery for proof of posting:

Staysure
Cancellation Team
Macci House
221 Chapel Brink
Northampton
NN1 5FS
United Kingdom

Customer service contact

For telephone cancellations or queries, call Staysure's customer service team on the number listed in your policy documents or visit their website. UK customer service lines are typically available Monday to Friday 8am-8pm and Saturday 9am-5pm. Weekend hours may be limited, so plan accordingly.

Online cancellation

Log into your My Staysure account at Staysure's website to cancel immediately without telephone contact or postal delays. This method avoids the £15 administration fee and provides instant confirmation.

Cancelling Staysure doesn't have to be stressful. Armed with the right information, clear timescales, and an understanding of your consumer rights, you can exit your policy cleanly and move forward with confidence. Whether you're switching providers, cutting unnecessary expenses, or simply reassessing your insurance needs, Stopee has helped thousands of consumers navigate this exact situation successfully. Take action today, and reclaim control of your finances.