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How to cancel your AIG travel insurance in new zealand and understand your refund rights

What AIG offers and why you might want to cancel

AIG (American International Group) is a major insurance provider operating in New Zealand, offering travel insurance through recognised channels including Travel Activate, a Westpac-branded product backed by AIG. You may have purchased an AIG policy for a single trip or family holiday, and circumstances change. Whether your plans fell through, you found better cover elsewhere, or your trip was cancelled, understanding how to exit your policy cleanly matters. Stopee is here to walk you through the process step by step so you keep control of the conversation and your money.

AIG's insurance products in new zealand

AIG NZ specialises in retail general insurance covering travel, commercial liability and other lines. The company holds membership with the Insurance Council of New Zealand, which means it operates under the Fair Insurance Code-a set of rules designed to protect you. Most New Zealand consumers interact with AIG through travel insurance policies purchased online, via brokers, or through branded partners like Westpac's Travel Activate. These are typically short-term, per-trip policies rather than annual covers.

Common reasons to cancel your AIG policy

You might cancel your AIG travel insurance for legitimate reasons: your trip was postponed or cancelled outright; you booked alternative cover with better terms; medical or family emergencies forced you to stay home; or you discovered the policy didn't match your actual itinerary. Understanding your right to cancel-and when you stand the best chance of recovering money-puts you in a stronger negotiating position from the start.

Your consumer rights and what the law protects

New Zealand consumer law gives you specific protections when dealing with insurance cancellations; knowing these rights shifts the power balance in your favour.

Insurance code of practice and cooling-off periods

AIG NZ is bound by the Fair Insurance Code, administered by the Insurance Council of New Zealand. However, general insurance products (including travel insurance) in New Zealand do not carry a mandatory 14-day cooling-off period as some other products do. This means your refund eligibility depends on the specific policy terms, how long you have held the policy, and your reason for cancelling. This is why Stopee recommends you read your policy document closely before contacting AIG-the cancellation clause will spell out your exact position.

Financial services complaints authority escalation

If AIG refuses to cancel your policy or denies a refund you believe you are owed, you have a free external dispute resolution pathway. The Financial Services Complaints Authority (FSCA) handles insurance complaints in New Zealand at no cost to you. AIG must acknowledge your complaint within 5 business days and provide a full response within 10 business days. If the company does not resolve the matter within two months, you can escalate to the FSCA, which has the power to order refunds and compensation. Keep records of every email, call and written confirmation-these are your evidence if escalation becomes necessary.

How to cancel your AIG policy step by step

Cancellation is straightforward if you follow the right channel and document everything as you go. Below is the process Stopee recommends for all cancellations with AIG.

Immediate actions to take

1. Locate your policy number and purchase confirmation email.
   • Open your email inbox and search for "AIG" or "Travel Activate" to find your policy documents.
   • Write down your policy number, purchase date and the amount paid.
2. Identify where you purchased the policy.
   • Check whether you bought directly from AIG, through Travel Activate (Westpac), via a broker, or through a comparison website.
   • The cancellation channel depends on your purchase point; you may need to contact the broker or platform you used, not AIG directly.
3. Review your policy document for cancellation terms.
   • Download or access your policy PDF and search for "cancellation", "withdrawal" or "refund".
   • Note the exact conditions: some policies permit cancellation only before the trip start date; others have time limits on refunds.

Contacting AIG to cancel

1. Gather your details before making contact.
   • Have your policy number, full name, date of birth, email and phone number ready.
   • Write a brief note of your cancellation reason-trip cancelled, found cheaper cover, medical emergency-to reference during the call.
2. Call AIG or your broker to request cancellation.
   • AIG's customer service team can process cancellations by phone. Alternatively, contact the broker or channel where you bought the policy (they may handle cancellations on your behalf).
   • Stay calm and polite; speak clearly and confirm your policy number at the start of the call.
   • Pro tip: call during business hours (Monday-Friday, 9am-5pm NZST) to avoid waiting times and ensure you reach a real person, not an automated line.
3. Request written cancellation confirmation.
   • Before ending the call, ask the agent to email you a cancellation confirmation within 24 hours.
   • The confirmation must include: your policy number, cancellation effective date, and any refund amount and timing.
   • Warning: if the agent says "we'll send it later" without committing to a date, ask them to send it immediately while you are on the call. You can wait while they type it.
4. Follow up in writing if you cancel by phone.
   • Send an email to AIG (using the address below) confirming: your policy number, the date of cancellation you requested, and your request for written confirmation.
   • Include the phrase "I am requesting cancellation effective immediately" to remove any ambiguity.
   • Save a copy of this email for your records.
5. If you cannot reach AIG by phone, use postal mail or formal email.
   • Write a formal cancellation letter including your policy number, full name, address, email and phone number.
   • Post it to: PO Box 1745, Auckland 1140, New Zealand.
   • Send by registered mail or request a delivery confirmation so you have proof AIG received your cancellation request.

What to do if your trip was already cancelled

1. Contact your travel suppliers (airline, hotel, transport) immediately.
   • Request refunds or travel credits before you cancel your insurance; the insurance claim may depend on what your suppliers have already refunded.
   • Keep copies of all refund confirmations and credit notes from suppliers.
2. Declare any refunds or credits when you contact AIG.
   • Tell AIG upfront about supplier refunds; your insurance refund may be reduced by any credits you have already received.
   • This is standard practice and protects both you and AIG from double-recovery.
3. If you have an unused supplier credit that expires, document it carefully.
   • Save the credit note with its expiry date; if you cannot use it before expiry, you may lodge or reopen a claim later to recover that loss under your AIG policy (depending on policy terms).

Refunds and what to expect financially

The refund you receive depends on your policy terms, how long you have held the cover and why you are cancelling. Stopee believes you deserve clarity on this before you cancel, so you are not caught off guard.

Standard refund terms for AIG travel policies

AIG NZ does not publicly advertise a standard cooling-off refund for general insurance products. This means your refund is not guaranteed and depends on the fine print of your individual policy. Most travel policies permit cancellation with a pro-rata refund of unused premium-that is, you pay only for the days of cover you actually used, and receive the rest back. However, some policies charge a cancellation fee or administration cost that reduces your refund. A few policies are non-refundable once the policy has started or the trip has begun.

The only way to know your refund entitlement is to read your policy document or ask AIG directly. When you call to cancel, explicitly ask: "What is my refund amount, and when will I receive it?" Demand a specific figure and date, not vague language like "we will process it soon."

Special refund program (Pricing promise)

Between 1 October 2015 and 16 July 2020, AIG ran a limited Pricing Promise refund program for certain eligible policies. If you purchased a policy during that window and believe you are eligible, contact AIG to check whether your policy qualifies. This program is now closed, but if you hold an old policy, it is worth asking.

Timing of refunds

Once AIG processes your cancellation, refunds are typically issued within 5 to 10 business days to your original payment method (credit card or bank account). If you do not see the refund within 10 business days of receiving your written cancellation confirmation, contact AIG again and ask for a specific refund tracking reference. Do not assume the payment is lost; sometimes refunds take longer to appear on bank statements than the company's timeline suggests.

Sample AIG leisure travel pricing in new zealand

Below are typical premiums for AIG Leisure Travel policies, per trip, so you understand the cost structure and what cancellation is worth to you.

As you can see, longer trips and more travellers increase the premium significantly. If your trip was cancelled close to departure, your refund may be minimal; however, if you cancelled well in advance and your policy permits pro-rata refunds, you could recover a substantial portion. Stopee recommends calculating your expected refund before you call, so you know whether it is worth pursuing.

What happens after you cancel your AIG policy

Cancellation is not the end of your relationship with AIG; there are practical steps to follow once the policy ends so you do not face surprise bills or lose important records.

When your cover stops

Your AIG travel insurance cover ends on the cancellation date stated in your written confirmation email. After that date, you are no longer insured for any trip or medical event. If you still intend to travel, you must purchase a replacement policy from another provider before your trip departure date; there will be a gap in cover if you do not act immediately.

Automatic renewal and policy records

Check your original policy to see whether it carried automatic annual renewal. If so, confirm with AIG that automatic renewal has been cancelled along with the policy itself; you do not want to be charged for a renewal you did not request. AIG will retain your cancelled policy and any claim records on file for legal and dispute-handling purposes; you have the right to request copies of these documents at any time.

Future travel insurance planning

After cancelling AIG, do not leave yourself uninsured. Browse other travel insurers in New Zealand and compare premiums, cover limits and exclusions. Stopee's guides on alternative travel insurance providers can help you find the right fit for your next trip.

Common mistakes to avoid when cancelling

Cancelling insurance can feel stressful, especially if your trip fell apart unexpectedly; many people rush the process and miss crucial steps that cost them money.

Not requesting written confirmation

The biggest mistake is cancelling by phone and assuming the agent will send confirmation "later." Without written proof that you requested cancellation on a specific date, AIG has no obligation to refund you and may claim you never called. Always ask for and receive written confirmation before considering the cancellation complete.

Failing to contact suppliers before cancelling insurance

If your trip was cancelled, contact your airline, hotel and transport providers first. Recover refunds and credits directly from them; only then cancel your insurance. If you cancel insurance before chasing supplier refunds, the insurer may argue you failed to mitigate your loss and reduce your insurance refund accordingly.

Not reading your policy terms

Some policies are non-refundable, or carry heavy cancellation fees. If you do not read these clauses, you will be shocked when AIG offers you little or no refund. Spend 5 minutes reading the cancellation section before you call; it takes the guesswork out of the conversation.

Accepting verbal refund amounts without written confirmation

An agent may tell you "you will get $150 back" on the phone, but if the written confirmation says $50, you have only the confirmation to rely on. Always insist that the refund amount is confirmed in writing before you hang up.

Your cancellation checklist

Use this checklist to track your progress and ensure you do not miss any critical steps.

How to contact AIG for cancellation

Below are the official contact details you need to reach AIG and request cancellation of your travel insurance policy.

Postal address for formal correspondence

For cancellations via mail (recommended if you want a formal record), send your cancellation letter to:

AIG
PO Box 1745
Auckland 1140
New Zealand

Send by registered mail and request a delivery receipt so you have proof AIG received your cancellation request. Include your policy number, full name, date of birth, contact email and phone number, and clearly state: "I request cancellation of my travel insurance policy effective immediately."

Why postal cancellation is valuable

Posting your cancellation creates a paper trail that protects you if AIG later claims you never requested cancellation. It also gives you a specific date (the postmark date) from which your cancellation request is deemed to have been received. Stopee recommends postal cancellation for high-value policies or if you have had any difficulty reaching AIG by phone.

Summary and next steps

Cancelling your AIG travel insurance does not have to be complicated. You have clear consumer rights under New Zealand law; if AIG refuses to cancel or denies a refund you are entitled to, you can escalate to the Financial Services Complaints Authority at no cost. The key is to request cancellation in writing, document everything, and follow the step-by-step process outlined above. Do not accept verbal promises or vague timelines; demand written confirmation of your cancellation date and refund amount before you consider the matter closed.

Stopee has helped thousands of consumers cancel unwanted subscriptions and insurance policies by standing firm on their rights and refusing to settle for poor service. Whether your AIG cancellation goes smoothly or you hit resistance, Stopee's guides and resources empower you to negotiate confidently and recover the money you are owed. Start today by gathering your policy documents and making that first call-you are in control, and AIG is obliged to listen.