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Cancel Aviva: Step-by-Step Guide
How to cancel your aviva insurance in singapore and reclaim your money
Understanding aviva and why you might want to cancel
Aviva is a multinational insurance and financial services group that operates across life, health and investment products. In Singapore, Aviva's retail offerings have evolved significantly - travel and life insurance products are now managed under Singlife (formerly Aviva Singapore), while Integrated Shield Plan top-ups continue under the Aviva brand. This means your cancellation process depends entirely on which product you hold and which platform manages your policy.
You might be cancelling because your coverage no longer suits your needs, you've found a better rate elsewhere, or your life circumstances have changed. Whatever your reason, Stopee exists to help you navigate this process without losing money to administrative fees or missed deadlines. Understanding your options before you cancel is the first step toward protecting your refund.
What aviva products are cancellable
Aviva manages several cancellable product categories in Singapore. Travel insurance (single-trip and annual multi-trip policies) represents the largest segment of consumer cancellations. Life and investment-linked policies (ILPs) can be cancelled, but surrender rules and penalties vary significantly by product design. Integrated Shield Plan top-ups (such as MyShield) also allow cancellation, though timing relative to your MediShield Life renewal matters.
Each product category has different refund rules, cancellation timelines and administrative fees. This guide walks you through the specifics so you don't accidentally forfeit money you're entitled to recover.
Why timing and method matter
Insurance cancellations are not all treated equally. A 14-day free-look period on new annual travel policies, for example, guarantees a full refund if you cancel within that window - but only if you submit your cancellation in writing. Miss that window, and your refund drops to 80% of premium. For ILPs and Integrated Shield top-ups, the stakes are even higher because surrender charges and medical examination fees can reduce your refund significantly.
Stopee has helped thousands of consumers in Singapore avoid these traps by taking action before deadlines pass. The rest of this guide gives you the exact steps to take.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act protects you when you cancel insurance policies, and knowing these rights strengthens your position if Aviva or its service partners resist your refund claim.
What the law guarantees you
The Consumer Protection (Fair Trading) Act requires insurers to handle cancellations transparently and process refunds fairly within stated timeframes. You have the right to cancel any insurance policy you hold, provided you follow the correct procedure and meet the insurer's stated conditions. If Aviva or Singlife refuses to refund you without legal cause, you can escalate your complaint to the General Insurance Association of Singapore (GIA) or the Monetary Authority of Singapore (MAS).
Your consumer rights also include the right to clear information about cancellation policies, refund timelines and any fees that will be deducted. If you were not given this information at point of sale, that becomes leverage in a refund dispute.
Escalation if aviva refuses your refund
If Aviva denies your refund claim unfairly, you can lodge a formal complaint with the General Insurance Association (GIA). The GIA's Complaints and Resolution scheme is free to consumers and carries weight with insurers. The Monetary Authority of Singapore (MAS) oversees insurance regulation and will investigate if you believe Aviva has breached the law. Stopee recommends keeping detailed records of all communications - emails, screenshots, confirmation numbers - so you have evidence if escalation becomes necessary.
Cancellation methods for your aviva policy
Aviva and its subsidiaries offer multiple cancellation channels, but not all are equally effective for protecting your refund. Online cancellation suits travel policies; written requests suit all products and create a paper trail.
Cancel online through MySinglife portal or app
If your policy is managed through the MySinglife platform (common for travel insurance and some life products), online cancellation is available and typically the fastest method. Log in with your credentials, navigate to Policy Management, select the policy you wish to cancel, and follow the on-screen prompts. You will usually be asked to confirm your reason for cancellation and will receive a digital confirmation immediately.
Pro tip: Screenshot every screen during the online cancellation process, including the final confirmation page with your cancellation reference number. Email this to yourself as a backup. Digital confirmations can disappear from portals after cancellation is complete.
Cancel in writing (most secure method)
Written cancellation creates an undeniable record and is the safest method for products managed outside MySinglife, such as legacy Aviva-branded policies or Integrated Shield top-ups. Prepare a formal letter or email that includes your full policy number, full legal name, NRIC or passport number, date of birth, and a clear statement that you wish to cancel the policy effective immediately. State your reason for cancellation briefly - this is not required but can support a refund claim if a dispute arises.
Send your request to the address or email specified on your policy documents. If you cannot locate a cancellation address, contact Aviva's customer service line and ask for the correct cancellation contact. Warning: Never rely on a general customer service email; confirm you have the dedicated cancellation desk email or postal address.
Send your cancellation request via registered mail or email with read receipt enabled. Keep the proof of delivery, the read receipt, and a copy of your letter for your records. Stopee strongly advises retaining this evidence for at least 12 months after cancellation.
Step-by-step cancellation process
Follow these steps in order to cancel your Aviva policy correctly and secure your refund entitlement.
For travel insurance cancellations
- Log into your MySinglife account or open the Singlife app on your phone or computer.
- If you do not have online access, move to the written cancellation steps below.
- Navigate to the Policy Management or My Policies section.
- Look for a dashboard showing your active policies with cancellation options.
- Select the travel insurance policy you wish to cancel.
- Confirm you have selected the correct policy - check the policy number, coverage dates and premium amount.
- Click the Cancel Policy or similar button and follow the on-screen prompts.
- You will be asked to confirm your reason for cancellation and acknowledge the refund terms.
- Read the refund terms carefully - they will state whether you are within the 14-day free-look period or subject to the reduced (typically 80%) refund rate.
- Submit your cancellation and immediately take a screenshot of the confirmation screen.
- Write down your cancellation reference number and the effective cancellation date shown on screen.
- Check your email inbox (including spam folder) for a confirmation email within 24 hours.
- If no email arrives within 24 hours, log back into MySinglife and verify that your cancellation was processed. Contact customer service if status is unclear.
For life insurance and integrated shield top-up cancellations
- Locate your policy documents and identify the correct cancellation contact.
- Check the policy schedule, the back cover, or the insurer information page for a cancellation address or dedicated email.
- If you cannot find this, call Aviva customer service and ask: "What is the correct address or email for policy cancellation requests?"
- Prepare a written cancellation request in English.
- Address it formally to the Cancellation Department or Customer Service team at Aviva.
- Include: your full name, policy number, date of birth, NRIC or passport number, and the date of cancellation you request (usually immediately or the end of the current month).
- State clearly: "I hereby request cancellation of the above policy effective [date]. Please confirm the cancellation date and provide details of any refund due, including fees or charges that will be deducted."
- Send your request by registered mail or email with read receipt enabled to the address you confirmed in step 1.
- If sending by post, retain the registered mail receipt.
- If sending by email, save the read receipt confirmation.
- Keep a copy of your cancellation letter for your records.
- Photograph or scan it and store digitally as a backup.
- Monitor your email and postbox for a cancellation confirmation from Aviva within 5 to 10 working days.
- The confirmation should state: the effective cancellation date, the refund amount (if applicable), and the timeline for refund processing.
- If you receive no confirmation within 10 working days, contact Aviva customer service and quote your cancellation request date.
- Ask to speak with the Cancellation Department and request written confirmation of cancellation status.
What happens to your cover after cancellation
Understanding what occurs after cancellation prevents you from accidentally remaining uninsured during a critical period or paying for coverage you no longer need.
When your cover ends
Your insurance cover ends on the effective cancellation date specified by Aviva in the cancellation confirmation. For online cancellations, this is usually immediate or the end of the current business day. For written cancellations, Aviva typically confirms cancellation effective from the date your request is received or processed, which may be 1 to 5 working days after you submit it.
Warning: Do not assume cover ends on the date you submit your cancellation request. Confirm the exact end date in writing from Aviva. If you need cover during the gap between your cancellation and its effective date, you may need a separate short-term policy.
Stopping recurring payments
Cancelling your policy halts automatic renewal and recurring premium payments. However, you must verify this actually happens by reviewing your bank statements and credit card statements 2 to 4 weeks after the effective cancellation date. Look for any charges from Aviva, Singlife or related entities.
If you see a charge after the cancellation effective date, contact your bank immediately and dispute the transaction as an unauthorized charge. Then contact Aviva's customer service and ask for written confirmation that the policy is cancelled and all future payments have been stopped. Stopee advises keeping evidence of these disputed transactions; they strengthen a refund claim if Aviva incorrectly charges you again.
Refund timelines and amounts for your product type
Your refund depends on the product you hold, how long you have held it, and whether any claims have been made. Here's what you can expect.
Travel insurance refunds
Travel insurance refunds follow strict rules determined by your policy type and when you cancel relative to your trip start date.
- Single-trip travel insurance: You receive a refund only if you cancel before your trip start date. The refund equals your full premium minus a S$25 administrative fee (provided no claim or incident has occurred and no benefits have been used). If your trip has already started, no refund is due.
- Annual multi-trip within 14-day free-look period: You receive a full refund (100% of premium) if you cancel in writing within 14 calendar days of purchase and no claims have been made. This 14-day window is your strongest refund protection - use it if you are unsure about the policy.
- Annual multi-trip after 14-day free-look: You receive approximately 80% of your annual premium refunded on a pro-rata basis for the remaining coverage period, provided no claim or incident has occurred. If a claim or incident exists (such as an accident or medical event reported to the insurer), no refund is provided.
- Refund processing timeline: Aviva typically processes travel insurance refunds within 14 working days of accepting your cancellation. Refunds are credited to the original payment method (your credit card, debit card or bank account).
Life insurance and ILP refunds
Life insurance and investment-linked policies carry surrender charges that significantly reduce your refund. The exact refund depends on your policy age, the current value of any investment component, and any outstanding loans or medical examination fees.
Policies held for less than 3 to 5 years typically carry the highest surrender charges, sometimes reducing your refund by 30% to 50%. Older policies or those with accumulated cash value may offer better refund rates. Aviva will provide a Surrender Value quotation when you request cancellation - this is the maximum you can recover.
Pro tip: Before cancelling a life insurance or ILP policy, ask Aviva to provide your Surrender Value in writing. Compare this amount to any alternative products you are considering. Sometimes the surrender charge is so steep that paying premiums for a set period before cancelling yields a better outcome than immediate cancellation.
Integrated shield plan top-up refunds
Integrated Shield top-ups (such as Aviva MyShield Plans) refund on a pro-rata basis if you cancel mid-year. If your policy year runs from 1 January to 31 December and you cancel on 30 June, you receive approximately 50% of your annual premium back (minus any claims paid). Cancellation is typically effective from the date Aviva accepts your request, not the date you submit it.
Aviva insurance pricing and plan examples
Understanding what you currently pay helps you compare alternatives and confirm you are cancelling the right product.
Annual integrated shield plan top-up premiums by age
| Plan name | Age group | Annual premium (SGD) | Coverage type |
|---|---|---|---|
| Aviva MyShield Plan 1 | Ages 21 to 30 | S$192 | Private hospital top-up (Integrated Shield) |
| Aviva MyShield Plan 1 | Ages 31 to 35 | S$409 | Private hospital top-up (Integrated Shield) |
| Aviva MyShield Plan 1 | Ages 46 to 50 | S$725 | Private hospital top-up (Integrated Shield) |
| Aviva MyShield Plan 1 | All ages combined | S$171 to S$8,022 | Full age range (private hospital top-up) |
| Aviva MyShield total (age ~35 example) | Age approximately 35 | S$710 annually | Includes MediShield Life (~S$310) + top-up (~S$400) |
Prices vary by age, medical underwriting class, and any pre-existing health conditions. Your individual premium may differ from these examples. When comparing alternatives before cancelling, request quotes from competing Integrated Shield providers and confirm whether they apply waiting periods for pre-existing conditions.
Common mistakes to avoid when cancelling
Cancelling an insurance policy feels straightforward until you realize a small oversight has cost you a refund. These are the pitfalls Stopee sees most often.
Missing the 14-day free-look deadline
The 14-day free-look period on annual travel policies is your only opportunity for a full refund with no surrender deduction. Many people discover this deadline only after they have already used the policy or let the window pass. If you change your mind about a travel insurance policy, cancel immediately in writing - do not wait. The difference between a 100% refund and 80% refund can be S$40 to S$100 on an annual policy.
Cancelling without written proof
Online cancellations generate digital confirmations, but these can disappear from portals after a few weeks or if you lose access to your account. If Aviva later claims it has no record of your cancellation (rare, but it happens), you have no evidence to dispute them. Always create a screenshot or printed copy of every digital confirmation. For maximum protection, follow up online cancellations with a brief confirmation email to Aviva's customer service desk, stating: "I cancelled [policy number] on [date] via the MySinglife portal. Please confirm receipt and the effective cancellation date." This creates a second paper trail.
Not confirming the cancellation effective date
Submitting a cancellation request is not the same as your coverage ending. Aviva may take 1 to 5 working days to process your request, and your coverage continues until the insurer confirms an effective cancellation date. If you submit a cancellation on Friday expecting it to take effect immediately, you might still be covered (and charged) through the following Tuesday. Confirm the exact cancellation effective date in writing before you rely on being uninsured.
Forgetting to stop recurring card charges
Cancelling a policy does not always stop recurring charges immediately. Some policies renew automatically on a set date, and if you cancel close to renewal, the renewal charge may still process. Check your credit card or bank statements 2 to 4 weeks after the cancellation effective date. If you see a charge after that date, dispute it with your bank and escalate to Aviva. Stopee recommends setting a phone reminder to review your statements on day 30 after cancellation - this single step catches billing errors most people miss.
Not requesting surrender value before cancelling life policies
Life insurance and ILPs carry penalties, but the penalty amount is not fixed - it depends on your policy age and underlying investment performance. Before you cancel a life policy, request a Surrender Value quotation in writing. This shows you exactly what you will receive. Only then can you make an informed decision about whether cancellation is worth the penalty, or whether continuing the policy is cheaper.
Checklist before you cancel your aviva policy
Use this checklist to confirm you are ready to cancel without leaving money on the table.
| Action | Status |
|---|---|
| Confirm your cancellation method (online, written, or both) | ☐ |
| Locate your policy number and customer account number | ☐ |
| Check your policy documents for the correct cancellation contact address or email | ☐ |
| Verify whether you are within the 14-day free-look period (travel policies) | ☐ |
| Request Surrender Value quotation if cancelling a life insurance or ILP policy | ☐ |
| Submit your cancellation request and obtain confirmation number | ☐ |
| Screenshot or print all cancellation confirmations and save to email or secure folder | ☐ |
| Confirm the exact effective cancellation date in writing from Aviva | ☐ |
| Review bank and credit card statements on day 30 post-cancellation for unwanted charges | ☐ |
| Retain all cancellation documents for 12 months in case of disputes | ☐ |
Contact details and escalation for aviva singapore
If you need to contact Aviva directly to cancel or escalate a dispute, use these verified contact points.
Primary cancellation address
For most Aviva insurance policies in Singapore, direct your cancellation request to:
Aviva Limited
SGX Centre 2
1 Vista Exchange
Singapore 138617
This is Aviva's primary customer service and administration centre in Singapore. Send your written cancellation request via registered mail to this address and retain the proof of delivery receipt.
For MySinglife policies
If your policy is managed through the MySinglife platform (common for travel and retail life products), you can also contact Singlife's customer service team directly:
Singlife Customer Service
Phone: Check your MySinglife app or policy documents for the current contact line.
Email: Check your policy documents or the MySinglife portal for the dedicated support email.
Online cancellation through MySinglife is recommended for speed, but written follow-up to Aviva's registered address provides additional protection.
If aviva refuses your refund
Escalate to the General Insurance Association (GIA) Complaints Scheme, which is free and independent. The GIA's oversight of insurance complaints carries significant weight with insurers and can force reconsideration of unfair refund denials. Contact details are available at the GIA website. You can also lodge a complaint with the Monetary Authority of Singapore (MAS) if you believe Aviva has breached consumer protection law.
Why stopee helps you cancel with confidence
Cancelling insurance feels simple until you realize you have missed a refund deadline or left yourself uninsured. Stopee has helped thousands of consumers in Singapore cancel Aviva policies - travel insurance, life policies and Integrated Shield top-ups - while recovering every dollar they were entitled to. Our step-by-step guides, deadline trackers and escalation support ensure you avoid the traps and dark patterns that insurance companies rely on.
Visit Stopee today to access free cancellation guides for every major insurance provider in Singapore, track your refund status and get support if your cancellation is delayed or disputed. Taking control of your cancellation is the first step toward reclaiming your money.