Manage Combined Insurance

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

What is combined insurance and why cancellation matters

Combined Insurance in New Zealand operates as a division of Chubb Insurance NZ, offering personal insurance products under the Combined brand to thousands of Kiwi policyholders. Whether you've found cheaper cover elsewhere, your circumstances have changed, or you simply no longer need the policy, knowing how to cancel properly protects you from unexpected charges and ensures you receive any refund you're entitled to.

The relationship between Combined and Chubb means your cancellation request and any complaints follow Chubb's local procedures. This guide from Stopee walks you through every step so you can cancel with confidence and avoid the traps that catch many policyholders.

Understanding the combined and chubb relationship

Combined Insurance NZ is administered through Chubb Insurance NZ, so administrative processes, customer service channels, and dispute resolution all flow through Chubb's infrastructure. When you cancel, you're working with Chubb's systems, even though your policy carries the Combined brand.

This matters because escalation procedures and complaints handling follow Chubb's processes, not a separate Combined pathway. Stopee recommends treating all communications as directed at Chubb to avoid delays.

Why you might cancel combined insurance

Life changes. Your income shifts, your family circumstances evolve, or you find better value elsewhere. Whatever your reason, you have the right to cancel your policy and pursue any refund you're legally entitled to under New Zealand consumer law.

Many policyholders delay cancellation because they're unsure of the process or afraid of hidden fees. Stopee is here to demystify the steps so you can act with clarity.

Your consumer rights and what new zealand law protects

Consumer guarantees act and insurance cancellation

New Zealand's Consumer Guarantees Act provides you with baseline protections when purchasing insurance. While the Act applies primarily to goods and services, the Fair Trading Act 1986 protects you against misleading conduct by insurers and ensures you receive accurate information about your policy.

You have the right to receive clear information about cancellation terms, cooling-off periods, and refund eligibility. If Combined or Chubb refuses to provide this information or acts misleadily, you have grounds to escalate to the Financial Markets Authority (FMA) and the Insurance and Financial Services Ombudsman (IFSO).

Cooling-off periods and your right to withdraw

Many insurance products in New Zealand include a 14-day cooling-off period (also called a "right of withdrawal") from the date of purchase or policy commencement. During this window, you can cancel without penalty and receive a full refund of premiums paid.

Combined Insurance does not publish a clear cooling-off statement on its public website, which Stopee considers a red flag. Always request confirmation in writing of any cooling-off period applicable to your specific policy before paying your first premium.

Cancellation methods and how to reach combined insurance

Contact channels available to you

Combined Insurance operates through Chubb's customer service infrastructure. You can initiate cancellation through multiple channels: phone, email, post, or via an appointed insurance broker if one originally sold your policy.

Your policy document or the Chubb/Combined website will list current contact details. If you're unsure which channel to use, Stopee recommends starting with written communication (email or post) so you have a timestamped record of your cancellation request.

Using a broker to cancel on your behalf

If a licensed broker sold your Combined policy, they can often cancel it for you directly. This saves you time and creates an extra layer of documentation, since the broker must confirm cancellation back to you in writing.

Contact your original broker first and ask them to submit a formal cancellation instruction to Chubb. Request written confirmation that they've done so and keep a copy for your records.

Step-by-step cancellation process for combined insurance

Prepare your policy information before you contact them

Gathering key details before you reach out to Combined or Chubb saves time and prevents delays caused by incomplete information.

• Your policy number (found on your policy document or renewal notice)
• The policyholder's full name as it appears on the policy
• Your desired cancellation date (the date you want cover to end)
• Your current contact phone number and email address
• Details of any appointed broker or intermediary, if applicable
• Copies of recent premium payment confirmations (if you're querying a refund)

Having this information to hand means you'll complete the cancellation in one interaction rather than being asked to call back.

Submit your written cancellation request

Stopee strongly recommends submitting your cancellation in writing rather than verbally. A written record protects you if there's a dispute later about when you cancelled or what was agreed.

1. Compose a clear, brief email or letter addressed to Chubb (Combined Insurance) customer service. Include:
   • Your policy number
   • Your full name and date of birth
   • The date you want cover to end (your cancellation date)
   • A simple statement: "I request cancellation of my Combined Insurance policy effective [date]."
   • Your signature (for post) or typed name (for email)
2. Send your request to the address or email listed on your policy document or the Chubb website.
3. If sending by post, use the formal correspondence address: Private Bag, Combined Insurance, Remuera, Auckland 1541, New Zealand. Include your contact details so they can confirm receipt.
4. If sending by email, request a read receipt and keep the confirmation.
5. In your message, add this line: "Please send me written confirmation of this cancellation and a final statement of account showing any refund due."

Follow up and confirm cancellation

After submitting your cancellation request, you should expect written acknowledgment within 3-5 business days. Chubb is obliged to process cancellations promptly and provide you with a final statement.

1. Wait 5 business days for a response. If you hear nothing, send a follow-up email asking for confirmation that your cancellation was received and processed.
2. When you receive confirmation, check it carefully:
   • Your policy number matches
   • The cancellation date matches your request
   • Any refund amount is clearly stated
   • Future premium dates are removed
3. If you're due a refund, note the refund method (cheque, bank transfer) and expected timeframe. Most insurers process refunds within 10 business days of cancellation.
4. Keep all cancellation confirmations, refund documentation, and bank statements showing the refund received for at least 2 years.

What happens to your cover after cancellation

When does cover end and what claims are affected

On your nominated cancellation date, your policy cover ends. Any insurable event (claim) occurring after that date is not covered by Combined Insurance, even if you haven't yet received a cancellation confirmation letter.

This is why choosing your cancellation date carefully matters. If you're switching to another insurer, ensure overlap so you're never without cover. If you're cancelling because you no longer need insurance, make sure your cancellation date is after you've secured alternative cover elsewhere.

Claims lodged before your cancellation date are assessed according to your policy terms, regardless of when you cancel. Contact Chubb directly if you have an outstanding claim and want to verify how cancellation affects its status.

Managing your data and final documents

After cancellation, Chubb is required by law to retain your policy records and personal data for a minimum period (typically 7 years for insurance contracts). You have the right to request what data they hold and how long they'll keep it.

Request a final statement of account showing that no further premiums are due and that your policy has been fully cancelled. Stopee recommends asking Chubb in writing to confirm the retention period for your data and whether you're entitled to request deletion after that period ends.

Refunds and what you're entitled to receive

Published refund policy and cooling-off periods

Combined Insurance does not clearly publish a refund policy or cooling-off period on its public website, which makes it harder for you to know what you're entitled to upfront. This lack of transparency is a common frustration among New Zealand policyholders.

Pro tip: When you contact Chubb to cancel, explicitly ask them in writing: "Am I entitled to a refund under the Consumer Guarantees Act, a cooling-off period, or a pro rata refund of unused premium?" Require a written answer.

Scenarios where you may receive a refund

Refund eligibility depends on when you cancel, what type of product you hold, and how far through your annual term you are.

• Within the cooling-off period (typically 14 days): You're entitled to a full refund of premiums paid, regardless of whether a claim has been made. This is your strongest right.
• Before your annual renewal date: You may receive a pro rata refund of the unused portion of your premium. For example, if you've paid for 12 months of cover and cancel after 3 months, you're entitled to a refund for the remaining 9 months (minus any admin fees if disclosed).
• After your renewal date: Refund eligibility drops significantly or disappears entirely for most products. Check your policy wording to confirm.
• Short-term or event-based products: Some Combined policies (e.g., travel insurance, event cover) explicitly state no refunds after the cooling-off period. Verify your specific product terms.

Warning: Some insurers retain admin or processing fees from refunds. Ask Chubb upfront whether any fees will be deducted from your refund, and request this in writing so there are no surprises.

What to do if you're refused a refund

If Chubb refuses to refund you and you believe you're entitled, escalate using Chubb's internal complaints process. Stopee recommends:

1. Write formally to Chubb's complaints team (address on your policy or website), setting out why you believe you're entitled to a refund under consumer law.
2. Reference the specific law or policy clause you're relying on (e.g., "I am within the 14-day cooling-off period" or "I am entitled to a pro rata refund under the Fair Trading Act").
3. Give Chubb 20 working days to respond in writing.
4. If they refuse or don't respond, escalate to the Insurance and Financial Services Ombudsman (IFSO). IFSO handles complaints free of charge and can direct Chubb to pay refunds if they find in your favour.

Stopee has helped thousands of consumers navigate refund disputes with insurers. The key is documenting everything and escalating calmly but firmly.

Combined insurance pricing and product examples

Sample product pricing

Combined Insurance offers a range of personal insurance products. Exact pricing varies by age, health, cover level, and other factors, but here's an example of what you might expect:

How pricing affects your cancellation decision

If you're paying NZ$180-585 per month for trauma cover, that's NZ$2,160-7,020 annually. If you're unhappy with the product or have found cheaper cover, cancelling within the cooling-off period could save you thousands. Even after the cooling-off period, a pro rata refund on unused premium might be worthwhile if you're cancelling early in your annual term.

For precise quotes on any Combined Insurance product, contact Chubb directly or work with a licensed New Zealand insurance broker who can compare options and help you avoid cancellation regrets.

Common mistakes that delay or block cancellation

Mistakes that leave you without proof

Cancelling an insurance policy feels straightforward, but small oversights can leave you in a vulnerable position later. If something goes wrong or a claim dispute arises after cancellation, you'll need evidence that you actually cancelled when you say you did.

The most damaging mistake is cancelling verbally without getting written confirmation. If you call Chubb and ask them to cancel, they'll process it, but if there's a dispute months later about whether you cancelled on time or what was agreed, you have no proof. Always follow up verbal cancellations with a written confirmation email.

Another common trap is not noting the exact cancellation date. If you tell Chubb "cancel my policy" without specifying a date, they might use the date they received your request, not the date you wanted cover to end. Always state: "Please cancel my policy effective [specific date]."

Pro tip: Stopee recommends keeping a simple spreadsheet of all your insurance policies with renewal dates, cancellation dates, and confirmation numbers. When you cancel, record the date you sent the request and the date of cancellation confirmation. This prevents confusion if you're managing multiple policies.

Mistakes that cost you refunds

Many policyholders cancel but fail to ask for a refund statement, then months later assume there's nothing due. In reality, they may have been entitled to a pro rata refund that was never paid because they didn't ask.

When you submit your cancellation, always include this line in your email or letter: "I request a statement of account showing the final balance due, including any refund." Don't assume the insurer will volunteer a refund-you must ask for it explicitly.

Another expensive mistake is cancelling without checking the cooling-off period first. If you're within 14 days and you cancel verbally without mentioning the cooling-off period, the insurer might apply a pro rata refund instead of a full refund. Always state in writing: "I am within the cooling-off period and request a full refund of premiums paid."

Mistakes that leave you without cover

If you're switching insurers, the riskiest mistake is cancelling your existing policy before your new cover starts. Even a one-day gap leaves you uninsured and exposed to potential claims.

When you decide to switch, obtain written confirmation from your new insurer that cover starts on a specific date, then time your Combined Insurance cancellation to end one day before. Don't cancel and hope the new policy kicks in-confirm dates in writing first.

After cancellation: what to do next

Confirming everything is closed

Once you receive a cancellation confirmation from Chubb, your job isn't quite finished. A few final steps ensure you're truly clear and protected.

1. Verify your cancellation confirmation shows:
   • Policy number and your name
   • Cancellation date
   • Any refund amount and payment method
   • Signature or authorisation from Chubb
2. Check your bank account 10-15 business days later to confirm any refund has been received. If it hasn't, contact Chubb immediately with your cancellation reference number.
3. Update your records: remove Combined Insurance from your "active policies" list and file the cancellation confirmation in a folder marked "cancelled insurance" for future reference.
4. If you're switching to another insurer, confirm that new cover has started and you've received the policy document. Never assume cover has commenced until you hold proof in your email or post.

Reviewing your insurance gaps going forward

Once you've cancelled Combined Insurance, take stock of your remaining insurance cover. Many New Zealanders realise too late they've cancelled a product they actually needed because they didn't plan ahead.

Review life, income protection, trauma cover, and any other products you hold. If you cancelled something critical, act quickly to arrange alternative cover. Insurers often charge higher premiums if you re-apply after a gap, so minimising any break is important.

If you're unsure what insurance you need, Stopee recommends consulting a licensed financial adviser or insurance broker who can assess your situation without a conflict of interest.

Checklist: before you hit send on your cancellation request

Use this checklist to ensure your cancellation request is complete and avoids delays:

• I have my policy number, policyholder name, and date of birth ready
• I have decided on my cancellation date (the date I want cover to end)
• My message includes: policy number, full name, cancellation date, and a clear request for cancellation
• I am sending in writing (email or post), not verbally
• I am asking for written confirmation of cancellation AND a final statement showing any refund
• I have kept a copy of my cancellation request and the timestamp
• If within 14 days, I have explicitly requested a full refund under the cooling-off period
• I have considered whether I need alternative cover before this date and arranged it
• I know the correct address or email to send to (from my policy or Chubb's website)

Key contact information for combined insurance in new zealand

Where to send your cancellation request

For formal cancellation correspondence, use the postal address below. For urgent queries, contact Chubb's customer service using the phone number or email on your policy document or the Chubb website.

Postal address for cancellation and formal correspondence:

Private Bag
Combined Insurance
Remuera
Auckland 1541
New Zealand

Include your policy number, full name, contact phone number, and email address in any postal correspondence so they can confirm receipt and respond to you directly.

Escalation if your cancellation is refused or delayed

If Chubb delays your cancellation or refuses to process it, escalate to:

Insurance and Financial Services Ombudsman (IFSO)
Level 3, 60 Greys Avenue
Auckland 1010
New Zealand
Phone: 0800 884 766
Email: info@ifso.nz
Website: ifso.nz

IFSO handles insurance complaints free of charge and can compel Chubb to cancel your policy or pay a refund if they find in your favour. Stopee recommends keeping IFSO's contact details handy before you even start the cancellation process.

Summary: taking control of your cancellation

Cancelling Combined Insurance is straightforward when you know the process and protect yourself with written communication. Gather your policy details, submit a clear written cancellation request to the address above, follow up for confirmation, and escalate to IFSO if the insurer refuses or delays.

Remember that you have legal rights under New Zealand's Consumer Guarantees Act and Fair Trading Act. If you're within a cooling-off period, you're entitled to a full refund. If you're outside it, you may still be entitled to a pro rata refund of unused premium depending on your policy terms and how long you've held the policy.

Keep all communications in writing, record dates and reference numbers, and don't hesitate to escalate if Chubb refuses to answer your questions about refunds or processes. Stopee has helped thousands of consumers cancel insurance and recover refunds they didn't know they were entitled to. Your cancellation is your right-exercise it confidently.