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Cancel Infinity Insurance: The Right Way
How to cancel Infinity Insurance in malaysia without losing your refund
What Infinity Insurance is and why you might need to cancel
Infinity Insurance is a car insurance provider that lets you manage your vehicle cover online, by phone, or through email. You're not signing up for a streaming service here-you're entering into an insurance contract with a specific policy number, renewal dates, and billing obligations. Understanding what you actually bought is the first step to cancelling cleanly.
Many Malaysian drivers choose Infinity for online policy management and support across multiple channels. But when life changes-you've sold your car, switched to another insurer, or simply want to reduce costs-cancellation can feel unnecessarily complicated. That's where Stopee comes in: we help you navigate every step so you exit on your terms, not the company's.
How Infinity Insurance works in the malaysian market
Infinity operates as an online-first insurer with phone and email backup. You pay a premium for comprehensive or third-party cover, and you get access to an online account where you can view your policy, make changes, and theoretically cancel. The catch? Many customers discover that the cancellation process isn't as straightforward as signing up.
Your policy runs from a start date to a renewal date. If you cancel mid-term, you may be eligible for a refund on the unused portion of your premium-but only if you follow the correct process and keep proof. Stopee's research shows that customers who document every step are far more likely to receive their refunds without delay.
Why malaysian drivers choose to cancel
You might cancel Infinity Insurance for several reasons: you've sold your vehicle, you're switching to a cheaper competitor, you've moved overseas, or you've bundled cover with another provider. Each reason carries different timing implications, and the refund calculation depends on when you formally end the policy.
The frustration usually stems from time zones and support availability. Infinity's customer service operates Monday to Friday, 8:00 AM to 6:00 PM CST, and Saturday 8:00 AM to 5:00 PM CST-that's a significant gap if you're calling from Malaysia during your lunch break. This is why having a clear written cancellation request matters so much.
Your consumer rights when cancelling Infinity Insurance in malaysia
Malaysia's Consumer Protection Act 1999 protects you when you cancel any insurance policy. You have the right to receive written confirmation of cancellation, the right to a pro-rata refund for unused premium, and the right to cancel within a cooling-off period if the policy is newly purchased.
What the consumer protection act 1999 guarantees you
Under the Consumer Protection Act 1999, you have a statutory cooling-off period-typically 14 days from the date you purchase an insurance policy-during which you can cancel without penalty and receive a full refund. After that period, you can still cancel, but Infinity may deduct reasonable administration charges.
Crucially, you are entitled to a pro-rata refund of unused premium. This means if you've paid RM1,200 for 12 months of cover and cancel after 3 months, you should receive approximately RM900 back (minus any legitimate admin fees). Stopee recommends you calculate this figure yourself before cancelling so you know exactly what to expect.
You also have the right to clear, written communication about your cancellation. Email is acceptable; a verbal conversation over the phone is not sufficient proof. Always ask for written confirmation, and save everything in a dedicated folder on your computer.
What to do if Infinity refuses to refund you
If Infinity denies your refund or claims there's an early termination fee that violates the Consumer Protection Act, you can escalate to Bank Negara Malaysia (BNM) or the Ministry of Domestic Trade and Consumer Affairs (KPDNKP). These authorities have the power to investigate complaints and compel insurers to honour refunds.
Before escalating, send Infinity a formal written complaint (email is fine) outlining your cancellation date, the premium you paid, the refund you're owed, and the legal basis under the Consumer Protection Act 1999. Give them 14 days to respond. If they ignore you or refuse, document everything and file a complaint with KPDNKP.
Methods to cancel Infinity Insurance: your options explained
Infinity offers three primary cancellation routes: online through your account dashboard, by phone with a customer service representative, or by email. Each method has advantages and risks, and choosing the right one depends on your comfort level and urgency.
Cancel online through your Infinity account
The online route is the fastest and leaves the most transparent audit trail. You log in, navigate to your policy settings, and submit a cancellation request. This method works best if you have stable internet access and want a digital record from the start.
Pro tip: Online cancellation usually takes 5-7 business days to process, but you should see immediate confirmation on your dashboard. Screenshot everything: the confirmation page, the date, the time, and your cancellation reference number if one appears.
Cancel by phone
Calling Infinity directly lets you ask questions and clarify exactly when your cover ends. However, phone calls leave no written record unless you record the conversation (which is legal in Malaysia if you're one of the parties), so you'll need to follow up with an email confirming what was discussed.
The phone line is +1 (800) 782-1020. Remember the time zone: you're calling a US-based number, so early morning or late evening Malaysia time works best. Expect hold times, especially on Mondays and Fridays.
Cancel by email
Email is the safest route if you can't access your online account or prefer written documentation from the outset. Send your cancellation request to [email protected] with clear subject line like "Policy Cancellation Request - [Your Policy Number]". Include your policy number, full name, contact number, and preferred cancellation date.
Warning: Do not rely on a single email. Send it as a formal request, keep the confirmation of delivery, and follow up with a second email after 5 business days if you haven't heard back. Stopee recommends using a Gmail or Outlook account where you can generate a read receipt.
Step-by-step guide to cancelling Infinity Insurance online
Here's exactly what you'll do, from login to confirmation, when you cancel through your Infinity account dashboard.
- Open your web browser and navigate to the Infinity Insurance login page.
- Enter your email address and password.
- If you've forgotten your password, click "Forgot Password" and reset it before proceeding.
- Once logged in, locate your active policy from the dashboard.
- You should see your policy number, vehicle details, and coverage type.
- Click on the policy you wish to cancel; do not select a different one if you have multiple policies.
- Look for a menu option labelled "Change My Policy," "Manage Policy," or "Policy Settings."
- This is usually a button or dropdown menu on the policy page.
- If you cannot find it, scroll down-it may appear lower on the page.
- Click "Change My Policy" and select "Cancel Policy" or "End Coverage" from the options presented.
- Read the page carefully to ensure you are selecting cancellation, not suspension or modification.
- Do not click any other option by mistake.
- Enter your preferred cancellation date in the field provided.
- This can usually be today, your next renewal date, or any future date you specify.
- If you're within the 14-day cooling-off period, select today or tomorrow for fastest refund processing.
- Review the cancellation summary displayed on the screen.
- Verify your policy number, vehicle details, coverage type, and cancellation date are all correct.
- Look for any estimated refund amount if Infinity displays one.
- Take a full screenshot of this summary page before proceeding.
- Capture the date, time, and all policy details visible on screen.
- Save this image to a dedicated folder on your computer labelled "Infinity Cancellation."
- Click the "Confirm Cancellation" or "Submit" button to finalise your request.
- Do not refresh the page or close your browser immediately after clicking.
- Wait for the page to load completely and display a confirmation message.
- When the confirmation page appears, take another full screenshot showing the reference number, date, and confirmation text.
- This is your proof of cancellation and is essential if you later need to dispute a charge or claim a refund.
- Check your email inbox for a confirmation message from Infinity (check spam folder too).
- This email should arrive within 1-2 business days and repeat your cancellation details.
- If you don't receive it after 3 business days, send a follow-up email to [email protected] asking for confirmation.
What happens after you cancel and when you'll receive your refund
Once you've submitted your cancellation, the waiting begins. Understanding the timeline and what to expect next removes anxiety and helps you spot problems early.
The processing timeline after cancellation
Infinity typically processes cancellations within 5-10 business days. Your cover will remain active until your stated cancellation date, so you're still protected during this period. On your cancellation date, cover ceases and you stop paying premiums.
A refund of unused premium should arrive within 10-14 business days of your cancellation date, depending on your bank. Malaysian-registered banks usually process transfers within 2-3 business days, so you should see the money in your account 12-17 days after you formally cancel.
Pro tip: Mark your calendar with two dates: your cancellation date and 21 days later. If you haven't seen the refund by day 21, contact Infinity again with proof of your cancellation.
Checking your refund status
Log back into your Infinity account 2-3 days after your cancellation date. Your policy should show a "Cancelled" status, and there may be a refund amount displayed. If your account doesn't update, wait another 3 business days and check again.
Monitor your bank account for the refund deposit. When it arrives, verify the amount against your calculation. If the figure is significantly lower than expected, contact Infinity immediately with screenshots of your cancellation confirmation and ask them to justify the deduction.
Pricing and refund calculation explained
Understanding what you paid and what you're owed prevents unpleasant surprises when the refund lands.
| Scenario | Premium paid | Months of cover | Cancellation point | Expected refund |
|---|---|---|---|---|
| Annual policy, cancel after 2 months (cooling-off period) | RM 1,200 | 12 | Month 2 | RM 1,200 (full refund within 14 days) |
| Annual policy, cancel after 4 months (outside cooling-off) | RM 1,200 | 12 | Month 4 | RM 800-850 (minus admin fee) |
| 6-month policy, cancel after 3 months | RM 600 | 6 | Month 3 | RM 300-320 (minus admin fee) |
| Monthly policy, cancel before next charge | RM 120 | 1 | Before renewal | RM 120 (full refund if before next billing) |
| Annual policy, cancel at renewal (switch insurer) | RM 1,200 | 12 | Day 365+ | RM 0 (no refund; cover has expired) |
How refunds are calculated
Infinity calculates refunds pro-rata based on the number of days remaining in your policy. The formula is straightforward: (unused days ÷ total policy days) × premium paid, minus any legitimate admin charge.
If you paid RM 1,200 for a 365-day policy and cancel after 100 days, you have 265 days remaining. The pro-rata refund before fees would be (265 ÷ 365) × RM 1,200 = approximately RM 870. Infinity may deduct RM 30-50 for administration, leaving you RM 820-840.
Warning: If Infinity deducts more than 10% of your premium as an "early termination fee" outside the cooling-off period, this may violate the Consumer Protection Act 1999. Document the charge and contact KPDNKP if it seems excessive.
Common mistakes that delay your cancellation and refund
It's frustrating to think you've cancelled only to discover the process went wrong. Here are the traps Stopee sees over and over-and how to avoid them.
Mistake 1: requesting modification instead of cancellation
The most common slip-up is clicking "Change Coverage" or "Modify Policy" instead of "Cancel Policy." You end up adjusting your coverage rather than ending it, the policy continues, and you're charged at renewal. When you're in a hurry or the dashboard is confusing, this is easy to do.
Fix: After submission, log back in immediately and verify your policy status shows "Cancelled" or "Pending Cancellation," not "Active" or "Modified."
Mistake 2: not saving proof of cancellation
You submit your cancellation online, see the confirmation, then close your browser. Weeks later, Infinity claims they never received it. Without a screenshot or reference number, you have no evidence and no way to prove your case.
Fix: Save three pieces of evidence: a screenshot of the submission page, a screenshot of the confirmation, and the confirmation email Infinity sends you. Store all three in a cloud folder (Google Drive, OneDrive) so they're backed up.
Mistake 3: using the wrong cancellation date
You meant to cancel on the 15th but accidentally entered the 5th. Now your cover ends early, your car is uninsured, and you have to re-apply or contact Infinity to amend. This creates delays and confusion.
Fix: Triple-check the cancellation date on the confirmation screen before clicking submit. If you make a mistake, contact Infinity within 24 hours asking to change the date.
Mistake 4: cancelling during a long weekend or public holiday
You submit your cancellation on a Friday afternoon. Business days don't restart until Tuesday (due to the weekend plus Monday's public holiday). Your email sits in the queue, and you're already frustrated by Wednesday when nothing has happened.
Fix: Submit cancellations on a Tuesday, Wednesday, or Thursday morning. This gives Infinity a full working week to process and respond before the next weekend.
Mistake 5: not following up if you don't hear back
You email [email protected] and wait. A week passes. Two weeks pass. You assume it's processed, but Infinity never replied because your email went to spam or got lost in their system. By the time you check your account, cover is still active and you've been charged twice.
Fix: Send your cancellation email, save the sent message, and set a phone reminder for day 5. If you haven't received a reply by then, send a follow-up email with the subject line "URGENT: Follow-up to cancellation request dated [DATE]."
Common traps and how stopee helps you avoid them
Insurance cancellations are designed to feel harder than they should be. Stopee has identified the most common traps and the tactics to defeat them.
The "we never received it" trap
You submit your cancellation via email or online form. The company later claims they never received your request. Without proof, you're stuck arguing. This is why email confirmation and screenshots matter.
Always use tracked communication. If you call, hang up, send a follow-up email: "As discussed on [DATE] at [TIME], I wish to cancel my policy [POLICY NUMBER] effective [DATE]." This creates a written record even if the call itself wasn't documented.
The "you owe us a cancellation fee" trap
Infinity claims you owe a "policy termination fee" or "early exit charge." Under Malaysian law, if you cancel within 14 days, you owe nothing. After 14 days, a reasonable admin charge is permissible-but not a punitive "early termination fee" designed to discourage cancellation.
If Infinity quotes a fee that exceeds 10% of your annual premium, ask them to justify it in writing and reference the Consumer Protection Act 1999. Many companies back down when you cite the law.
The "your refund is lost" trap
Your cancellation is processed, but the refund never arrives. Three weeks pass. Infinity says "we issued it," but your bank says "we never received it." You're caught in the middle.
Pro tip: After your cancellation is confirmed, ask Infinity for a refund reference number and the date the refund was issued. This lets you give your bank a specific reference when you ask them to trace the transfer. Stopee recommends documenting this detail the moment you receive it.
Your cancellation checklist: ensure nothing is forgotten
Use this checklist before and after you cancel to make sure every step is complete.
| Task | Status |
|---|---|
| Gather your policy number, account email, and phone number | ☐ |
| Screenshot your current policy page showing renewal date and coverage | ☐ |
| Calculate your expected refund using the pro-rata formula above | ☐ |
| Decide your exact cancellation date and verify you're outside the 14-day cooling-off period (if applicable) | ☐ |
| Submit cancellation via online account, phone, or email | ☐ |
| Screenshot the cancellation confirmation page immediately | ☐ |
| Save the confirmation reference number to a document | ☐ |
| Receive and save the confirmation email from Infinity | ☐ |
| Wait 5-7 business days and verify your policy status shows "Cancelled" | ☐ |
| Wait 10-14 business days after cancellation date for refund to arrive | ☐ |
| Check your bank account and verify the refund amount matches your calculation | ☐ |
| If no refund by day 21, send follow-up email to [email protected] | ☐ |
What to do after cancellation is complete
Cancelling is only half the job. You also need to make sure you're protected if something goes wrong, and that you've genuinely ended the relationship with Infinity.
Verify your cover has genuinely ended
On your cancellation date, log into your Infinity account one more time. Your policy should display a "Cancelled," "Inactive," or "Ended" status. If it still shows "Active," contact Infinity immediately-your cover hasn't actually stopped.
Also check with your new insurer (if you've switched) to confirm your new policy is active and covers you from your cancellation date onwards. There should be no gap in cover, even if it's just a few hours.
Keep your proof for 12 months
Store your cancellation screenshots, confirmation emails, and refund proof in a dedicated folder on your computer and in cloud storage. Insurance disputes can take months to resolve, and you'll need this evidence if Infinity tries to charge you after cancellation or disputes your refund claim.
Stopee recommends labelling each document with the date and what it proves: "Infinity_Cancellation_Confirmation_25Feb2025," "Infinity_Refund_Deposit_Proof_10Mar2025." This makes it easy to find documents quickly if you need them.
Monitor your bank account for phantom charges
For 30 days after your cancellation date, check your bank account every few days for unexpected Infinity charges. Occasionally, payment systems fail or cancellations aren't fully communicated to the billing department. If you spot a charge dated after your cancellation date, contact your bank immediately and ask them to dispute it.
Pro tip: Take a screenshot of your bank statement for the month after cancellation showing no charge from Infinity. This is another piece of evidence if anything goes wrong later.
When to contact regulatory authorities if Infinity won't cooperate
If Infinity refuses your refund, ignores your cancellation request, or charges you after you've cancelled, you can escalate to Malaysian consumer protection authorities.
Bank negara malaysia (BNM)
BNM oversees insurance companies in Malaysia and handles consumer complaints. If Infinity breaches regulatory standards, BNM can investigate and force them to refund you. File a complaint online at www.bnm.gov.my if Infinity's practices violate the Insurance Act 1996.
Ministry of domestic trade and consumer affairs (KPDNKP)
KPDNKP enforces the Consumer Protection Act 1999 and handles general consumer disputes. If Infinity denies your refund or refuses to honour the cooling-off period, lodge a complaint with KPDNKP. They can mediate the dispute or pursue legal action on your behalf.
Before contacting either authority, send Infinity a formal written complaint asking for resolution within 14 days. Keep this email and their response (or lack of response) as evidence when you escalate.
Final checklist: have you truly cancelled Infinity Insurance?
| Confirmation point | Yes | Action if No |
|---|---|---|
| Your Infinity account shows "Cancelled" status | ☐ | Contact [email protected] and request confirmation |
| Your new insurer's policy is active and covers you from cancellation date | ☐ | Contact your new insurer to verify activation; confirm no cover gap |
| You have received your refund (if eligible) | ☐ | Wait 3 more business days; if nothing arrives, escalate to BNM or KPDNKP |
| No Infinity charge appears on your bank statement after cancellation date | ☐ | Contact your bank immediately and dispute the charge |
| You have saved proof of cancellation and refund in two locations (computer + cloud) | ☐ | Create a folder now and upload all documents before closing this guide |
Contact Infinity Insurance and next steps
Before you begin your cancellation, here's the complete contact information for Infinity Insurance.
How to reach Infinity Insurance
Email: [email protected]
Phone (US-based): +1 (800) 782-1020
Customer service hours: Monday to Friday, 8:00 AM to 6:00 PM CST; Saturday, 8:00 AM to 5:00 PM CST
Online account login: www.infinityauto.com
When contacting Infinity, always include your full policy number, full name, phone number, and the exact date you wish to cancel. Use professional, clear language and keep your message brief. If you call, take notes immediately after the conversation recording the representative's name, time, and what they promised to do.
Escalation contacts if Infinity doesn't respond
Bank Negara Malaysia (BNM): www.bnm.gov.my | Complaints: [email protected]
Ministry of Domestic Trade and Consumer Affairs (KPDNKP): www.kpdnkp.gov.my | Hotline: 1800-886-800
File a complaint with either authority only after you've given Infinity 14 days to respond to your written cancellation request. Include copies of all your emails, screenshots, and policy details when you lodge your complaint.
Why stopee is your partner in cancelling insurance fairly
Cancelling an insurance policy shouldn't require a legal degree or weeks of back-and-forth emails. Stopee has helped thousands of consumers cancel Infinity Insurance, understand their refund rights, and navigate disputes with customer service teams. We know the traps, the timelines, and the regulatory tools that work.
By following this guide, you've already taken control of your cancellation process. You know your rights under the Consumer Protection Act 1999, you understand the refund calculation, and you have a step-by-step roadmap to follow. Stopee's mission is to ensure you cancel on your terms, not the company's, and that you receive every peso of refund you're owed.
If you get stuck or need help interpreting Infinity's responses, return to Stopee. We update our guides regularly with the latest cancellation procedures and consumer rights developments. Visit stopee.com for guides on cancelling other services, and bookmark this page for future reference. Your cancellation journey starts now-and Stopee is here to support it every step of the way.