How to cancel More Than insurance in the UAE: your complete legal guide and step-by-step process

Understanding More Than insurance and why you might want to cancel

More Than is an insurance provider operating across the United Arab Emirates, offering home, pet, and related coverage designed to protect your household against common risks. The company issues policies, renewal notices, and customer communications to policyholders throughout the emirates.

You might decide to cancel your More Than policy for several legitimate reasons: you have found cheaper coverage elsewhere, your personal circumstances have changed, you no longer need the coverage, or you simply want to switch to a different insurer. Whatever your motivation, you deserve a clear, transparent cancellation process-and that is exactly what Yafee helps you understand and execute. This guide walks you through your legal rights, available methods, and the precise steps required to cancel without unnecessary delay or financial loss.

Who this guide is for

This guide is written for you if you hold a More Than insurance policy in the United Arab Emirates and want to understand your cancellation options, refund eligibility, and consumer rights. It covers the methods you can use, detailed step-by-step instructions, what happens after you cancel, and how to protect yourself throughout the entire process. Yafee provides this information to ensure you navigate cancellation with confidence and legal certainty.

Your consumer rights under UAE insurance law

Before you cancel, you should understand your legal standing as a consumer in the United Arab Emirates.

Key protections that apply to your More Than policy

UAE consumer protection law requires fair treatment, transparent contract terms, and honest commercial practices from all insurers, including More Than. You have the right to receive a copy of your full insurance contract in writing. You also have the right to clear information about premiums, coverage limits, exclusions, and renewal dates before you commit to the policy.

If More Than fails to provide this clarity or misrepresents any product feature, you can escalate a formal complaint. Under UAE law, you can cancel a contract within a specified cooling-off period if one applies to your product type. For some insurance products-particularly those sold online or through digital channels-you may have up to 14 days to withdraw without penalty. You should check your policy documents carefully for any cooling-off clause, as it is often printed in the terms and conditions section.

Your legal position

You are protected under the UAE Central Bank's insurance regulations and your emirate's consumer protection legislation. If More Than refuses to cancel your policy or delays processing your cancellation request beyond reasonable timeframes, you can lodge a formal complaint with the Central Bank of the UAE (CBUAE) or the relevant consumer authority in your emirate. Keep all communications, emails, and proof of your cancellation request as evidence. Yafee recommends documenting every interaction: screenshots of emails, copies of your cancellation letter, and records of phone calls (including date, time, and the name of the person you spoke with).

Enforcement and dispute resolution

The UAE has consumer protection frameworks at both the federal level (Central Bank of the UAE oversight) and emirate level (local consumer protection departments). If you disagree with More Than about a refund, cancellation terms, or refund calculation, you can file a formal complaint with either authority. Yafee recommends maintaining a detailed record of every step: screenshots of emails, copies of your cancellation letter, phone call logs, and any correspondence from More Than acknowledging your request.

Cancellation methods available to you

More Than offers three primary ways for you to request cancellation: post, telephone, and email via a contact form.

Comparing your cancellation options

Post is your strongest option because it creates an auditable paper trail that protects you legally if a dispute arises later. Email via the contact form provides good documentation. Telephone is fastest but leaves you vulnerable to the company claiming they never received your request, so you must follow any phone call with written confirmation.

How to cancel More Than insurance by post

Postal cancellation is the most legally robust method and creates a formal, verifiable record of your request.

Step 1: prepare your cancellation letter

Draft a formal letter on plain paper or headed stationery. Include the following information:

• Your full name (as it appears on the policy)
• Your complete policy number
• Your home address in the UAE
• The type of insurance policy you are cancelling (home, pet, or other coverage)
• Your preferred cancellation date (or "with immediate effect")
• A clear statement: "I request immediate cancellation of the above policy effective [date]"
• Your contact telephone number and email address
• The date you are writing the letter

Keep the letter brief, formal, and factual. Do not include lengthy explanations of why you are cancelling-your reason is not legally relevant to the cancellation request.

Step 2: obtain More than's postal address

Send your letter to the registered office address for More Than in your emirate. Yafee advises you to verify the current address directly by calling More Than's customer service line or checking their official website, as office addresses can change. Request that they confirm the correct address for cancellation requests before you post your letter.

Step 3: send your letter by recorded post

Do not send your cancellation letter by standard mail. Instead, use a recorded delivery service (such as Emirates Post's registered mail service) so that you receive proof of posting and delivery. This proof is essential if a dispute arises later. Keep your postage receipt and delivery confirmation in a safe place.

Step 4: follow up with email confirmation

Send a copy of your cancellation letter via email to the contact address listed on your policy or on More Than's website. In your email, reference the date you posted the original letter and your recorded delivery tracking number. Request a written acknowledgement from More Than confirming receipt and processing of your cancellation request.

How to cancel More Than insurance by telephone

Telephone cancellation is the fastest method but requires careful documentation to protect yourself.

Step 1: prepare your information before calling

Have the following details ready before you dial:

• Your policy number
• Your full name and date of birth
• Your home address
• The preferred cancellation date
• A pen and paper to record the conversation details

Step 2: call More than's customer service line

Locate the customer service telephone number on your policy documents or the More Than website. Call during business hours and ask to speak with a representative who can process cancellations. Explain that you wish to cancel your policy immediately or on a specific date.

Step 3: document the call details

During the call, note down the following information:

• The date and time of the call
• The full name of the representative who handled your request
• Any confirmation number or reference number they provide
• The cancellation date they confirm
• Any details about your refund (if applicable)

Ask the representative to confirm in writing everything they have told you during the call. Request their direct email address or the customer service email address where you can send a follow-up message.

Step 4: send immediate written confirmation

Within 24 hours of your phone call, send an email to More Than's customer service address summarizing the conversation. Include the representative's name, the date and time of the call, the confirmation number, and the cancellation date you discussed. Request written acknowledgement of this email. This creates a verifiable record that protects you if the company later claims they never received your cancellation request.

How to cancel More Than insurance by email

Email cancellation via More Than's contact form provides good documentation and is faster than post.

Step 1: access the More Than contact form

Visit the More Than website and locate the customer service or contact form page. If you cannot find a direct cancellation form, use the general contact form or email address provided.

Step 2: complete the cancellation request form

Provide the following information in your email or form submission:

• Your full name as it appears on the policy
• Your policy number
• Your registered address in the UAE
• Your telephone number and email address
• The type of policy you are cancelling
• Your preferred cancellation date (or request immediate cancellation)
• A clear statement: "I request cancellation of the above policy"

Step 3: request a confirmation receipt

In your email, ask More Than to acknowledge receipt of your cancellation request within 48 business hours. Request that they confirm the cancellation date and provide an email reference number you can use for tracking. Save a copy of your email and any receipt confirmation in a dedicated folder.

Step 4: follow up if you do not receive confirmation

If you do not receive acknowledgement within 3 business days, send a follow-up email or call customer service by telephone. Use this as an opportunity to create a telephone record (as described in the telephone cancellation section above) that supplements your email request. Yafee emphasizes that combining email with a follow-up phone call creates the strongest possible documentation trail.

What happens after you submit your cancellation request

Understanding the post-cancellation timeline helps you track refunds and manage your coverage transition.

Processing timeline

More Than typically processes cancellation requests within 5 to 10 business days from the date they receive your request. This timeframe applies regardless of the method you use (post, phone, or email). If your cancellation request was received before the 15th of a given month, the company may process it in that calendar month; requests received after the 15th may be processed in the following month depending on their internal procedures.

Refund calculation and payment

You are entitled to a pro-rata refund of any premiums you have paid in advance for the period after your cancellation date. For example, if you have paid monthly premiums in advance or your annual policy cancels mid-year, More Than must refund the unused portion. The company typically calculates refunds on a pro-rata daily basis and initiates payment within 10 to 15 business days after the cancellation is processed. Check your policy documents for the exact refund calculation method, as some policies may include administrative fees or other deductions (though many UAE insurers waive early cancellation fees).

Confirmation of cancellation

Request written confirmation that your policy has been cancelled. More Than should send you a cancellation confirmation letter or email that states the policy number, cancellation date, and refund amount (if applicable). Keep this document for your records. If you do not receive confirmation within 15 business days, contact customer service and request it formally. Yafee recommends storing all cancellation-related documents (confirmation letter, refund receipt, and any related correspondence) for at least 3 years in case of future disputes.

Understanding refunds and financial settlement

Your refund entitlement is determined by UAE insurance law and your policy terms.

When you are entitled to a refund

You are entitled to a pro-rata refund if you cancel before the policy expiry date and you have paid premiums in advance. If you cancel after the cooling-off period (typically 14 days for online purchases) and your policy is not within the first cooling-off window, the insurer may deduct administrative costs or issue a reduced refund. Check your policy wording for any early cancellation fees or surrender charges. Many UAE-regulated insurers waive these fees entirely, but you must verify your specific policy terms.

Refund payment method and timeline

More Than processes refunds to your original payment method (usually your bank account if you paid by card or bank transfer). The company must initiate the refund within 10 to 15 business days of the cancellation being processed. Your bank may take a further 3 to 5 business days to credit the refund to your account, depending on your financial institution. If you do not see the refund within 20 business days, contact More Than's customer service and request a refund status update. Ask them to provide the bank transfer reference number or payment confirmation so you can track it with your bank.

Disputing a refund amount

If More Than's refund calculation is incorrect or you believe they have unlawfully deducted fees, you can lodge a formal complaint with the Central Bank of the UAE or your emirate's consumer protection authority. Provide them with a copy of your policy, your cancellation letter, and More Than's refund calculation. These authorities have the power to order the company to issue a corrected refund and may impose penalties if the company acted unfairly.

Common mistakes to avoid when cancelling

Cancelling your insurance is straightforward once you know the legal process-these pitfalls are entirely avoidable.

Relying on telephone cancellation without written follow-up

Never cancel by phone alone. The company may later claim they have no record of your request, leaving you liable for premiums you believed you had cancelled. Always follow a telephone cancellation with an email that documents the conversation, the representative's name, and any confirmation number. This written record is essential if you need to escalate a dispute to the Central Bank of the UAE.

Failing to request a cancellation confirmation letter

Some customers assume that submitting a cancellation request is enough. It is not. Always request written confirmation from More Than that your policy has been cancelled, including the cancellation date and refund amount. Without this confirmation, you have no proof of the cancellation date if a dispute arises about refund calculation or liability for claims after cancellation.

Cancelling too close to a renewal date

If your policy is due to renew in the next few days, do not cancel by email or phone. Use recorded post instead and ensure the letter reaches More Than before the renewal date. If the company processes the renewal before your cancellation request arrives, you may have paid for a new policy term you did not want. Post provides a dated delivery record that proves when your request was received.

Not keeping copies of all cancellation documents

Store copies of your cancellation letter, recorded delivery receipt, any confirmation emails from More Than, and your refund confirmation in a dedicated folder (physical or digital). If a dispute arises months later-for example, the company claims you still owe a premium or a refund was not processed-you will have evidence to support your position when you escalate to the Central Bank of the UAE or a consumer authority.

Ignoring cooling-off period rights

If you purchased your policy online or by telephone within the last 14 days, you may have a statutory cooling-off right that allows you to cancel without any penalty or deduction. Check your policy documents immediately. If you are within the cooling-off period, explicitly state in your cancellation request that you are exercising your cooling-off right. This ensures you receive a full refund rather than a pro-rata refund with administrative deductions.

Cancellation checklist: ensure you have covered every step

Use this checklist to verify that you have taken all necessary steps before and after cancellation.

Where to escalate complaints if More Than refuses to cancel

If More Than delays processing your cancellation or refuses to honour your request without valid legal grounds, you have formal recourse.

The central bank of the UAE complaints process

The Central Bank of the UAE (CBUAE) regulates all licensed insurance companies operating in the emirates. If More Than fails to cancel your policy or processes your cancellation incorrectly, you can file a formal complaint with the CBUAE's Consumer Protection Department. Provide them with a copy of your cancellation request, More Than's response (or lack of response), and any evidence of non-compliance. The CBUAE will investigate and may order the company to cancel the policy or issue a corrected refund. The CBUAE does not charge a fee for complaints from consumers.

Emirate-level consumer protection authorities

Each emirate in the UAE has a local consumer protection department or authority. If your cancellation dispute relates to a broader unfair practice (for example, More Than misrepresenting coverage or charging hidden fees), you can lodge a complaint with your emirate's authority. These authorities have the power to fine insurers for consumer protection violations and to order refunds or corrective action.

Small claims court (if the refund amount is substantial)

If your refund amount is significant and More Than refuses to pay after your complaint to the Central Bank of the UAE, you may pursue the matter through the UAE court system. However, this is a formal legal process and you may wish to consult a lawyer first. Yafee recommends exhausting regulatory complaints with the CBUAE before considering court action, as regulatory intervention is usually faster and at no cost to you.

Why yafee helps you cancel with confidence

Yafee is your partner in navigating insurance cancellations across the UAE with legal certainty and transparency. The Yafee platform has helped thousands of consumers cancel their insurance policies by providing step-by-step guidance grounded in UAE consumer protection law, clear documentation templates, and escalation support if an insurer refuses to cooperate. When you use Yafee, you gain access to verified procedures for each insurer, legal frameworks that protect your position, and evidence-gathering tools that create an auditable record of your cancellation request. Whether you choose to cancel More Than by post, phone, or email, Yafee ensures you understand your rights, follow the correct procedure, and have proof of every step you take.

Your cancellation address for More Than

Post your cancellation letter (by recorded delivery) to the registered office address listed on your More Than policy document. If you cannot locate the address, contact More Than's customer service on the number provided in your policy or on their website, and request the correct cancellation address for your emirate. Alternatively, use the email contact form available on the More Than website. Always request written confirmation that your cancellation has been received and processed within 10 business days.

Cancelling your insurance is your legal right as a consumer in the UAE. Follow the procedures outlined above, document every step, and escalate to the Central Bank of the UAE if the company fails to cooperate. Yafee has helped thousands of consumers understand their cancellation rights and execute their requests successfully-you can too.