Manage Infinity Insurance

How to cancel infinity insurance and protect your refund: a guide for ireland-based customers

What is infinity insurance and why customers choose to leave

Infinity Insurance is a United States-based motor insurance provider owned by the Kemper group, specialising in personal auto coverage, commercial policies and specialty filings like SR-22 documentation. The company operates primarily across multiple U.S. states and is not an Ireland-focused service, which means if you hold an Infinity policy from Ireland, you are managing a cross-border insurance relationship.

Customers cancel Infinity Insurance for several clear reasons: unexpected premium increases at renewal, slower-than-expected claims handling, surprise non-renewal notices with little warning, and difficulty obtaining written confirmation of cancellation or refund status. At Stopee, we have tracked feedback from policyholders across forums and review platforms, and the pattern is consistent: those who cancel successfully are the ones who document every step and use formal, provable methods to notify the insurer.

Understanding infinity insurance's structure and your rights

Infinity operates as a U.S. insurer, which means your policy contract is governed by U.S. state law, not Irish law. However, if you are based in Ireland and have been paying premiums from an Irish bank account or Irish address, you may have rights under Irish consumer protection law as well. This cross-border reality is important: you must satisfy both your contract cancellation process and your statutory consumer rights to exit cleanly.

Common reasons irish customers cancel infinity policies

You may be cancelling because your renewal premium jumped significantly, or because you found cheaper cover elsewhere. Others cancel after experiencing delays in claims settlement or receiving non-renewal notices that gave them too little time to arrange alternative cover. Whatever your reason, Stopee recommends treating your cancellation as a formal legal action, not a casual phone call, to avoid disputes over refunds or ongoing charges.

Your consumer rights when cancelling an overseas insurer

Even though Infinity is U.S.-based, you have consumer protections under Irish and broader EU law if you are an Irish resident.

Key rights under irish consumer law

The Consumer Rights Act 2015 (and subsequent amendments) gives you the right to cancel most distance contracts within 14 days of conclusion. If your Infinity policy was sold to you online or by phone while you were in Ireland, you may have had a 14-day cooling-off period from the date of purchase. After that period, cancellation rights depend on your contract terms and the insurer's notice requirements.

Additionally, the Insurance Distribution Directive (IDD) requires that any insurer, including U.S.-based providers selling to Irish customers, provides clear information about cancellation rights, charges and notice periods before you conclude the contract. If Infinity did not provide this information clearly, you may have grounds to dispute any cancellation fees.

Pro tip: Check your original policy documents or the email confirmation you received when you first purchased the policy. Look for a section titled "Your cancellation rights", "Right to cancel" or "Cooling-off period". If you cannot find this information and the policy was sold within the last three years, request it now from Infinity in writing.

What to do if infinity refuses to cancel or disputes your refund

If Infinity disputes your cancellation or withholds a refund you believe you are entitled to, your first escalation point is the Irish Financial Services and Pensions Ombudsman (FSPO). The FSPO can investigate complaints about insurance providers, including cross-border disputes, and can order compensation or refunds if it finds the insurer acted unfairly.

You can lodge a complaint with the FSPO online at www.fspo.ie, by phone or by post. There is no cost to you, and the FSPO's investigation is independent of the insurer. Keep all correspondence from Infinity, copies of your cancellation notice and any proof of payment as evidence for your FSPO complaint.

How to cancel infinity insurance: step-by-step process

Infinity requires written cancellation notices to be delivered formally; phone calls alone do not guarantee the company will action your request promptly or record it correctly.

Method one: written notice by post (most reliable)

Sending a formal letter by post is the slowest method but leaves the strongest paper trail. Follow these steps carefully.

1. Gather your policy details
   • Locate your policy number (found on your policy document, renewal notice or any correspondence from Infinity)
   • Write down your full name, date of birth and the email address or phone number linked to your account
   • Note the effective cancellation date you want (the date you want cover to end)
2. Draft your cancellation letter
   • Keep it brief and formal. Do not explain your reasons for cancelling; just state your intention clearly
   • Include your policy number, full name and effective cancellation date
   • Request written confirmation of cancellation and details of any refund due to you
   • Ask Infinity to confirm they have received your notice and the date they received it
3. Send by registered post with proof of delivery
   • Do not send a standard letter; use An Post's registered or tracked service so you have proof that Infinity received it
   • Keep the receipt and tracking number for your records
   • Allow 5 to 10 working days for delivery to the U.S. address
4. Wait for written confirmation
   • Infinity should respond within 10 to 15 working days with written confirmation of cancellation and details of your refund
   • If you do not hear back within 15 days, follow up with an email to the customer service address and reference your original registered letter
5. Check your refund
   • Refunds are typically issued within 5 to 7 working days after cancellation is confirmed, though cross-border payments may take longer
   • If your refund does not arrive within 10 working days, contact Infinity again with proof of your cancellation notice

Method two: email request (faster but riskier)

Email leaves a digital trail but can be overlooked or misdirected. Use this method only if you cannot send a registered letter, and always follow up with a phone call.

1. Send a formal email to Infinity's customer service address
   • Use a subject line like "Policy Cancellation Request - Policy Number [YOUR NUMBER]"
   • Include your policy number, full name, date of birth and the effective cancellation date
   • Request written confirmation of receipt and cancellation
   • Send from an email address you can monitor for at least 30 days
2. Take a screenshot or save the email
   • Keep a copy of the email you sent and any automatic reply you receive
   • Do not delete the email or your sent folder
3. Call Infinity within 24 hours to confirm receipt
   • Speak to a representative and confirm that your cancellation email has been received and logged
   • Ask for the name of the person you spoke to and the time and date of the call
   • Note any reference number or case number they provide
4. Wait for written confirmation
   • Infinity should send you written confirmation of cancellation by email within 5 to 7 working days
   • If you do not receive it, resend your cancellation email and reference your phone call

Method three: phone call (fastest but requires follow-up)

Calling Infinity directly is the quickest way to initiate cancellation, but you must follow up in writing to lock in the request. Warning: Relying on a phone call alone can lead to disputes later if there is no written record.

1. Call Infinity's customer service
   • Ring 1-800-782-1020 (U.S. number; international dialling charges apply from Ireland)
   • Have your policy number ready
   • Clearly state that you want to cancel your policy, effective on a specific date
2. Take detailed notes during the call
   • Write down the representative's name, the time you called, the date and any reference number given
   • Note exactly what they said about your cancellation, refund timeline and any fees
3. Ask the representative to send written confirmation by email
   • Before you hang up, ask them to send you an email confirming your cancellation request, effective date and refund details
   • Confirm the email address where you will receive this
4. Send a follow-up email within 24 hours
   • Email Infinity from your account email address summarising your phone call: date, time, representative name and what was discussed
   • Request written confirmation that your cancellation is on file and the expected refund amount

Cancellation fees and what you can recover

Infinity may charge a cancellation fee, which is permitted under most insurance contracts. However, the fee must be reasonable and proportionate to Infinity's actual loss from early termination.

What infinity can and cannot charge you

Infinity is entitled to charge an administration fee for processing your cancellation, typically between EUR 25 and EUR 75 depending on your policy terms. The company is also entitled to retain premium for the period during which they provided cover (a pro-rata charge). However, Infinity cannot charge you for cover that has not been provided, and they must refund any overpaid premium.

Pro tip: Request an itemised breakdown of any fee Infinity deducts from your refund. Ask them to show you the administration fee amount and the pro-rata calculation. If the fee seems excessive (more than 10 percent of your annual premium), dispute it in writing and reference the Insurance Distribution Directive requirement that charges must be fair and transparent.

Timeline for refunds

Once Infinity confirms your cancellation, you are entitled to a refund within 5 to 7 working days in most cases. For cross-border payments from the U.S. to Ireland, allow an additional 3 to 5 working days for the transfer to clear your Irish bank account. If your refund does not arrive within 10 working days of cancellation confirmation, contact Infinity in writing and escalate to the FSPO if necessary.

What to do after cancellation is confirmed

Cancelling your Infinity policy is only the first step; protecting yourself after cancellation is equally important.

Arrange alternative cover immediately

Do not allow a gap in your motor insurance. Irish law requires you to hold at least third-party liability cover to drive legally, and gaps in cover can invalidate future claims. Before you cancel Infinity, arrange a replacement policy with an Irish or EU-based insurer and ensure cover begins on the day your Infinity policy ends.

Document and monitor your cancellation

Create a simple record of your cancellation with the following information: the date you sent your cancellation notice, the method (post, email or phone), the date you expect confirmation, and the expected refund amount. Check this record every few days for the first two weeks after cancellation. If Infinity does not confirm cancellation by day 7, send a follow-up request.

Verify cancellation with your bank

Once Infinity confirms cancellation, monitor your bank account to ensure no further premiums are deducted after your effective cancellation date. If an unwanted debit appears, contact your bank immediately and report it as an unauthorised payment. Your bank can reverse it and may open a dispute with Infinity on your behalf.

Common mistakes that delay or block your cancellation

Cancelling an overseas insurer can feel overwhelming, especially if this is your first time. We want you to feel confident, so here are the pitfalls others have hit and how to avoid them.

Mistake one: relying on a phone call without written follow-up

Many customers call Infinity, speak to a representative and believe the cancellation is done. Weeks later, they discover that either the call was not logged, the representative did not send the confirmation email, or there is a dispute over what was agreed. Always follow a phone call with a written request (email or letter) to lock in your cancellation.

Mistake two: not providing your policy number

Infinity has thousands of customers; without your policy number, the company cannot quickly locate your account. Always include your full policy number in any cancellation request. If you do not have it, request it from Infinity before you submit your cancellation notice.

Mistake three: cancelling without arranging replacement cover

The moment your Infinity policy ends, you are uninsured unless another policy is in place. Do not cancel Infinity first and hunt for a new insurer second. Compare quotes, buy cover and confirm the effective date matches the day your Infinity policy ends.

Mistake four: ignoring cancellation fees without questioning them

If Infinity charges you a fee you believe is unfair, do not simply accept it. Request an itemised breakdown and challenge it in writing if necessary. At Stopee, we have helped customers recover hundreds of euros in disputed cancellation fees by asking the right questions.

Pricing, refund scenarios and what to expect

Your refund depends on when you cancel, how much you have paid and any applicable fees. Here is what a typical cancellation scenario looks like.

Pro tip: Always ask Infinity for the exact refund amount in writing before you accept the cancellation. Confirm that this amount is net of any cancellation fees and includes any overpayment. Do not assume; request an itemised calculation.

How stopee can support your cancellation

Stopee is a consumer advocacy platform specialising in cancellations and subscription disputes. If you need help drafting your cancellation letter, understanding your rights or escalating a dispute with Infinity, Stopee offers step-by-step guidance tailored to your situation.

At Stopee, we understand that cancelling an overseas insurer feels like navigating a maze. Our team has helped thousands of consumers cancel complex services, recover disputed refunds and navigate cross-border disputes. If Infinity disputes your cancellation or delays your refund, Stopee can help you gather evidence, draft formal complaints and escalate to the FSPO.

Visit Stopee.com today to access free guides, templates and support for your cancellation. Whether you are cancelling due to price, poor service or simply switching to a better option, Stopee is here to ensure you get your money back and exit cleanly.

Key takeaways and your cancellation checklist

Cancelling Infinity Insurance from Ireland requires patience, documentation and a formal approach. Here is your step-by-step checklist to ensure you do not miss anything.

Contact information for infinity insurance and escalation

Use this information to send your formal cancellation notice or escalate a dispute.

Infinity insurance headquarters (U.S.)

Send your written cancellation notice to this address:

Infinity Insurance
2201 4th Avenue North
Birmingham, Alabama 35203
United States

Customer service phone: 1-800-782-1020 (international dialling charges apply)

Escalation: irish financial services and pensions ombudsman (FSPO)

If Infinity refuses to cancel, disputes your refund or does not respond to your cancellation request within 10 working days, file a complaint with the FSPO:

Irish Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland

Website: www.fspo.ie
Phone: +353 1 662 0899
Email: info@fspo.ie

There is no cost to file a complaint with the FSPO, and the investigation is independent. You can lodge your complaint online, by post or by phone.

Final words: you have rights, and you can cancel

Cancelling Infinity Insurance from Ireland is straightforward if you follow a formal process and document every step. You have consumer rights under Irish law, a clear cancellation procedure and a free escalation path if Infinity refuses to cooperate. Do not feel pressured to keep a policy you no longer want, and do not accept poor service or unfair fees without question.

Stopee has helped thousands of consumers cancel overseas insurers, recover disputed refunds and navigate complex cross-border disputes. Your cancellation is within reach. Use the step-by-step process above, send your notice formally, track your refund and escalate to the FSPO if Infinity does not respond fairly. Visit Stopee.com now to access free templates, guides and support for your cancellation journey.