Manage Insure And Go

How to cancel your insure and go travel insurance policy: your step-by-step guide

Understanding insure and go and why you might want to cancel

Insure and Go is a travel insurance provider that serves customers across Ireland and the UK with single-trip policies, annual multi-trip cover and specialist add-ons such as winter sports or cruise protection. The company is administered by Insure & Go Insurance Services Ltd and offers policies designed to protect you against medical costs, trip cancellation, lost baggage and other travel risks. Whether you've booked a basic single-trip policy or committed to annual cover, understanding your cancellation rights is essential before you decide to end your policy.

At Stopee, we recognise that travel plans change and insurance needs shift. You may be cancelling because your trip has been postponed, you've found better cover elsewhere, or you simply no longer need protection for a rescheduled journey. Whatever your reason, you deserve a straightforward cancellation process and clarity about your refund entitlement.

What insure and go covers

Insure and Go travel policies are tiered to match different budgets and travel needs. Cover typically includes medical expenses abroad, trip cancellation reimbursement, baggage and personal belongings protection, travel delay coverage and emergency assistance services. The specific limits and exclusions depend on the policy tier you purchased and are set out in the Product Disclosure Statement and full policy wording documents.

Common reasons customers cancel

Travellers in Ireland cancel Insure and Go policies for clear, practical reasons. Trip postponement or cancellation by a tour operator tops the list, followed by finding a lower premium elsewhere, avoiding unexpected automatic renewal charges, and dissatisfaction with claims handling or customer service responses. Some cancellations are simply the result of purchasing cover in error or discovering that a new policy offers better value for your specific travel plans.

Your consumer rights when cancelling in ireland

Irish consumer law gives you specific protections when you purchase travel insurance, and Stopee wants you to know exactly what those protections are. Understanding your rights is the first step toward confident cancellation.

The 14-day cooling-off period

Under the Consumer Rights Act 2015, as applied in Ireland, you have a statutory right to cancel most distance contracts (including online and phone-based insurance purchases) within 14 calendar days of the contract date without penalty or explanation. This cooling-off period applies to Insure and Go policies purchased remotely. If you cancel within this window and you have not yet travelled, you are entitled to a full refund of your premium, minus any costs directly incurred by the insurer in arranging the cover.

Important: the 14-day clock starts from the date you receive your policy confirmation, not from the date you purchase it. If you purchased cover more than 14 days ago, this cooling-off right no longer applies unless the insurer has failed to provide proper terms and conditions on time.

Cancellation after the cooling-off period

Once the 14-day window closes, your right to cancel depends on the terms in your policy document. Most travel insurance policies allow you to cancel at any time, but you may forfeit your premium or receive only a pro-rata refund if your trip is still in the future. Some policies include a "free cancellation period" as part of their terms; check your policy wording for this detail.

Pro tip: always check whether your policy includes a money-back guarantee or special cancellation clause. Some Insure and Go products include a period during which you can cancel for any reason and receive a full refund. This is separate from the legal cooling-off period and may extend your protection.

Your rights to a refund

If you cancel within 14 days of purchase and have not travelled, you must receive a refund within a reasonable timeframe. Irish consumer protection law (Distance Marketing Directive) requires that refunds be processed without undue delay. In practice, insurers typically process refunds within 7 to 14 working days. If Insure and Go delays your refund beyond what is reasonable, you have grounds to escalate a complaint to the Financial Services and Pensions Ombudsman (FSPO).

How to cancel your insure and go policy

Insure and Go offers several methods to cancel your cover, and we'll walk you through each one so you can choose the approach that suits you best. Stopee recommends documenting every step of your cancellation to protect yourself if a dispute arises later.

Method 1: cancel by post (formal and traceable)

Sending a written cancellation request by post is the most formal and legally transparent method. This approach creates a paper trail and is particularly useful if you are cancelling outside the 14-day cooling-off period or if you want proof of cancellation for refund disputes.

1. Write a clear letter that includes:
   • Your full name exactly as it appears on your policy
   • Your Insure and Go policy number
   • Your date of birth or customer reference number if available
   • The date you wish the cancellation to take effect
   • A short statement: "I wish to cancel my travel insurance policy with immediate effect" or "I am writing to cancel my policy under the 14-day cooling-off period"
   • Your current contact phone number and email address
2. Send your letter by registered post or tracked mail to ensure proof of delivery:
   • Insure & Go Insurance Services Ltd
   • Maitland House
   • Warrior Square
   • Southend-on-Sea
   • SS1 2JY
   • United Kingdom
3. Keep a copy of your letter and the Royal Mail receipt or tracking number as evidence
4. Expect written confirmation of cancellation within 5 to 10 working days
5. If you do not receive confirmation within 10 working days, follow up by phone or email with a copy of your tracking receipt

Warning: standard Royal Mail first-class post from Ireland to the UK typically arrives within 3 to 5 working days, but can take longer during peak periods. If your 14-day cooling-off period is close to expiring, use a tracked service such as Special Delivery Guaranteed by 1pm to ensure your letter arrives in time.

Method 2: cancel by phone (fastest but requires documentation)

Calling Insure and Go is the quickest way to cancel, provided you have your policy number to hand and you document the conversation. This method allows you to ask questions about refund timescales and confirm cancellation immediately.

1. Locate your policy documents and gather:
   • Your policy number
   • Your date of birth
   • The email address or phone number linked to your account
2. Call Insure and Go's customer service team during business hours (check their website for current phone lines and opening hours)
3. Tell the agent: "I want to cancel my travel insurance policy"
4. Provide your policy number and personal details when asked
5. Ask the agent:
   • "When will my cancellation take effect?"
   • "Will I receive a refund and when?"
   • "Can you email me a cancellation confirmation?"
   • "What is the reference number for this cancellation?"
6. Record the agent's name, the time of call, the reference number and the promised refund date
7. Send a follow-up email after the call confirming the conversation and asking for written confirmation

Pro tip: many UK customer service lines charge international call rates from Ireland. Use Skype, Google Voice or a VoIP service to reduce costs, or ask if Insure and Go offers a callback option so they ring you instead.

Method 3: cancel by email (leaves a written record)

Email cancellation is a middle ground between post and phone. It is fast, creates an automatic record and allows you to be precise about your request. However, you must send it to the correct address and follow up if you do not receive a reply within 48 hours.

1. Check Insure and Go's website for a cancellations email address (usually something like cancellations@insureandgo.com or customer.service@insureandgo.com)
2. Compose a professional email with the subject line: "Cancellation request: Policy [Your Policy Number]"
3. In the email body, include:
   • Your full name
   • Your policy number
   • Your date of birth
   • The date you want the cancellation to take effect
   • A clear statement: "I am cancelling my travel insurance policy and request a refund of my premium"
   • Your contact phone number
4. Use a personal or business email address that you check regularly
5. Send the email and mark it as important or high priority
6. Save a copy in a folder named "Insurance Cancellations" for your records
7. Wait for a reply within 24 to 48 hours. If you do not hear back, follow up with a phone call and reference your email date and time

Warning: if Insure and Go does not provide a dedicated cancellations email on their website, do not send your request to a general contact address. Call instead to ask for the correct email or use registered post to ensure your request reaches the right department.

Your timeline and what to expect after cancellation

Understanding what happens after you submit your cancellation request reduces anxiety and helps you plan your next steps. Stopee has tracked dozens of cancellation timelines so you know what is normal and what warrants escalation.

Immediate steps (within 24 hours of cancellation)

You should receive some form of acknowledgement of your cancellation request within one working day, whether by email confirmation after a phone call or by an automated response to your email. If you cancel by post, you may not hear back immediately, but a tracked letter confirms delivery.

Processing period (5 to 14 working days)

Insure and Go typically processes cancellations and issues refunds within 5 to 10 working days from the date they receive your request. This timeframe is normal across the travel insurance industry and complies with Consumer Rights Act requirements. If you cancelled within the 14-day cooling-off period, refunds must be processed without undue delay; if you cancelled after that window, the refund depends on your policy terms.

Pro tip: check your bank account or credit card statement 10 working days after you submit your cancellation. Refunds sometimes appear before the insurer sends a formal confirmation email, so you may spot the credit before you receive written notice.

What to do if you don't receive your refund

If 14 working days pass and your refund has not arrived, contact Insure and Go again. Reference your cancellation confirmation number and ask for a refund status update. Request a specific expected date. If the insurer cannot explain the delay or if another 5 working days pass with no resolution, you have the right to escalate a complaint.

Understanding automatic renewals and how to prevent them

Many Insure and Go policies renew automatically at the end of the cover period, and your credit or debit card is charged without a fresh purchase decision. This is a common source of frustration for customers, and Stopee sees dozens of complaints about unexpected renewal charges every month.

How automatic renewal works

When you purchase an annual multi-trip policy or allow the insurer to set up auto-renewal on a single trip, your card is automatically charged on the renewal date. You should receive a reminder email 30 to 60 days before renewal, but email delivery can be unreliable and some customers miss the notification.

How to stop automatic renewal

To prevent unwanted renewal charges, you have two options:

1. Cancel your policy before the renewal date (at least 5 working days before) using one of the methods described above
2. Request that the insurer remove your card details from their system so they cannot charge you at renewal (ask this explicitly during a cancellation call)
3. Contact your bank or card issuer and revoke permission for Insure and Go to charge your card (this is called a "mandate cancellation" or "recurring payment stop")

Pro tip: if you decide to keep your Insure and Go policy but want to prevent automatic renewal, you can ask the insurer to remove your payment card details. This way, you stay covered but are not charged automatically. You can then decide whether to renew manually before your cover expires.

Refunds and what you can expect to receive

Your refund entitlement depends on when you cancel and whether you have travelled or made a claim. Stopee breaks down the scenarios so you know exactly what to expect.

Full refund scenarios

You are entitled to a full refund of your premium if you cancel:

• Within 14 days of purchase and before your trip begins (cooling-off period)
• During any free cancellation period included in your policy (check your terms)
• Because Insure and Go failed to provide proper terms and conditions or product information on time

Partial refund scenarios

You may receive a pro-rata refund (refund of unused premium) if you cancel after the 14-day period but before your trip has started, depending on your policy wording. Some policies include a cancellation fee or retain a small admin charge. This should be detailed in your policy documents.

No refund scenarios

You are unlikely to receive a refund if you cancel after your trip has already started or ended. Some policies state that no refund is payable once the cover period has begun, even if you do not travel. Always check your policy wording for the exact terms.

Processing your refund

Refunds are typically returned to the original payment method (the credit or debit card you used to purchase the policy). If you have closed that card, contact your bank to arrange forwarding, or ask Insure and Go to process the refund to your current card. Refunds may appear as a pending credit before settling fully; this is normal and usually resolves within 2 to 3 working days.

Common cancellation mistakes to avoid

We understand that cancelling insurance can feel daunting, especially if you are unsure about your rights or if you are cancelling outside the simple window. These mistakes are easily avoided with a little foresight.

Mistake 1: assuming silence means cancellation

If you send an email or letter and hear nothing back within 5 working days, do not assume your cancellation has been processed. Contact Insure and Go again by phone and ask for confirmation. A follow-up call takes 5 minutes and can prevent a costly dispute if the insurer later claims they never received your request.

Mistake 2: cancelling by phone without asking for a reference number

Phone cancellations are fast but can lead to "he said, she said" situations if there is a later dispute. Always ask the agent for a cancellation reference number, the date the cancellation takes effect and when you can expect your refund. Request an email confirmation immediately after the call.

Mistake 3: not checking the 14-day start date

The 14-day cooling-off period begins when you receive your policy documents, not when you purchase the cover. If you received your documents by post, the date on the envelope matters. Miscalculating this deadline could cost you your right to a penalty-free refund.

Mistake 4: ignoring automatic renewal reminders

Insure and Go sends renewal reminders, usually 30 to 60 days before your policy expires. If you do not want to renew, act immediately when you see the reminder. Waiting until after renewal has been processed is harder to reverse and may result in delays in receiving your refund.

Mistake 5: cancelling only through your online account if the company has a cancellations email or phone line

Some online portals do not process cancellations properly, and the system may not flag your request to the right department. Always use the official cancellation method (post, phone or email) listed on the insurer's website, not a general "account settings" option.

Pricing and refund table for insure and go policies

The cost of Insure and Go cover varies by age, destination and cover level, but this table shows typical refund scenarios and timescales.

After your cancellation: what happens next

Cancelling your Insure and Go policy is not the end of the process. You have responsibilities and safeguards to consider once your cover ends.

Confirm your coverage gap

Once your Insure and Go policy is cancelled, you are no longer covered for travel claims. If you are travelling soon, arrange new cover immediately. Do not leave a gap between policies, as unexpected medical or trip cancellation costs could leave you unprotected.

Keep your cancellation confirmation

Store your cancellation reference number, confirmation email and any receipts in a folder (physical or digital) marked "Travel Insurance Cancellations". Keep these records for at least two years. If a dispute arises later (for example, if Insure and Go tries to charge your card again), you will have proof of cancellation.

Monitor your bank account

After cancellation, watch your statements for the next 30 days to ensure you are not charged again. If an unexpected charge appears after cancellation, contact Insure and Go immediately and ask them to reverse the charge. If they refuse, contact your bank or card issuer and request a chargeback.

If you need to make a claim after cancellation

If your trip is disrupted after cancellation but before the cancellation takes effect, you may still have a valid claim under the cancelled policy. Contact Insure and Go immediately and explain the situation. Claims are processed separately from cancellations, and the insurer may still pay out if the event occurred while your cover was active.

Your checklist for safe insure and go cancellation

Use this checklist to ensure you do not miss any critical steps when you cancel.

• Before you cancel: Check the purchase date of your policy to calculate your 14-day window; review your policy wording for any free cancellation periods; confirm the cancellation address or phone number on the Insure and Go website
• During cancellation: Gather your policy number, date of birth and customer reference; note the date and time of your cancellation request; if cancelling by phone, ask for a reference number and request email confirmation; if cancelling by post, use tracked delivery and keep the receipt
• After cancellation: Keep all confirmation documents in a safe place; monitor your bank statement for 30 days; note the promised refund date in a calendar reminder; contact Insure and Go if you do not receive confirmation within 5 working days
• Refund tracking: Wait 7 to 14 working days for the refund to appear in your account; if it does not arrive by day 15, call Insure and Go and ask for a status update; escalate to the Financial Services and Pensions Ombudsman if the refund is delayed beyond 20 working days without explanation

If insure and go refuses to cancel or delays your refund

Most cancellations are processed smoothly, but sometimes insurers resist or frustrate the process. Stopee has helped thousands of consumers navigate these disputes, and we want you to know your escalation options.

Step 1: document the problem

Write down the dates you contacted the insurer, the names of agents you spoke to, the reference numbers provided and the explanations you received for any delay. If an agent told you something that contradicts the policy terms, note that too. This documentation is essential if you need to file a formal complaint.

Step 2: request a written response

If you have cancelled by phone, send a follow-up email to Insure and Go's customer service address restating your cancellation request and asking for written confirmation of the outcome. If the insurer is stalling, this email creates a trail and often prompts them to act.

Step 3: escalate within the company

Ask to speak to a manager or supervisor. Explain that you have not received confirmation of your cancellation within a reasonable timeframe and that you expect immediate clarification. Most companies have an internal escalation process and a supervisory tier that responds faster than first-line customer service.

Step 4: file a formal complaint

If Insure and Go does not resolve your issue within 8 weeks, or if the response is unsatisfactory, you can lodge a formal complaint with the Financial Services and Pensions Ombudsman (FSPO), which is the independent dispute resolution authority for insurance in Ireland. The FSPO handles complaints about cancellations, refunds, automatic renewals and claims handling for free. You can submit a complaint online at www.fspo.ie or by post.

Step 5: escalate to the regulator if needed

If Insure and Go breaches consumer protection law (for example, by refusing a refund within the 14-day period without legal justification), you can also report the matter to the Central Bank of Ireland, which regulates insurance providers. Stopee recommends that you pursue the FSPO route first, as it is faster and free, but the Central Bank option remains available if you believe systemic misconduct has occurred.

Contacting insure and go and submitting your cancellation

Use this official address and guidance to ensure your cancellation reaches the correct department at Insure and Go.

Cancellation by post:

Insure & Go Insurance Services Ltd
Maitland House
Warrior Square
Southend-on-Sea
SS1 2JY
United Kingdom

Cancellation by phone: Visit the Insure and Go website (insureandgo.com or the UK domain) and locate the customer service phone number. Lines are typically open Monday to Friday, 8am to 6pm, and Saturday 9am to 5pm (UK time). From Ireland, factor in the one-hour time difference.

Cancellation by email: Check the website for a dedicated cancellations email address or use the general contact form. Include "Cancellation Request" in the subject line.

Pro tip: before you contact Insure and Go, download and save a copy of your policy document and Product Disclosure Statement from your online account. Having these to hand helps you reference specific terms and shows the insurer you are organised and serious about resolving the matter.

Final thoughts: take control of your cancellation

Cancelling travel insurance does not have to be stressful or confusing. You have clear legal rights under Irish consumer protection law, multiple ways to contact the insurer and escalation routes if something goes wrong. Stopee is here to remind you that you are in control of this process.

Whether you are cancelling because your trip plans have changed, you have found better cover elsewhere or you simply want to stop an automatic renewal, follow the steps outlined above and keep detailed records. Contact Insure and Go using the postal address provided, ask for confirmation in writing and check your bank account 10 working days after submission.

If the insurer resists or delays, escalate to a supervisor, file a formal complaint with the FSPO and remember that you have 14 days from purchase to cancel penalty-free under Irish consumer law. Stopee has helped thousands of consumers cancel unwanted policies and secure refunds they were entitled to. Your cancellation is your choice, and you deserve a smooth, transparent process. Take action today and reclaim control of your insurance.