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Frequently asked questions
Cancel National General: The Right Way
How to cancel National General insurance and recover your refund in australia
Why you might cancel National General insurance
National General is an Allstate-owned general insurer that underwrites vehicle, home, caravan and specialty personal lines insurance in Australia. You may have purchased a policy through their network of independent agents, accessed your cover via their MyNatGenPolicy.com portal, or benefited from their 24/7 claims reporting service. Nevertheless, your circumstances change. You might cancel because you've found a more competitive premium elsewhere, your personal situation no longer requires the cover, you're dissatisfied with their claims handling, or you've simply concluded the policy no longer delivers good value. Whatever your reason, Yafee has helped thousands of consumers cancel with National General and recover refunds they were entitled to. This guide walks you through your legal rights, the cancellation process and the refund you can expect.
Common reasons australian customers cancel with National General
Australian consumers typically cancel National General policies for one of five reasons: a cheaper quote from a competitor, a change in personal circumstances (such as selling your vehicle or relocating), poor customer service or claims experience, better features offered by another insurer, or the realisation that optional coverages no longer suit your needs. Understanding your specific reason helps you present a clear cancellation notice and strengthens your position if a dispute arises. Yafee recommends you document your reason in writing when you cancel, as this creates a clear record for both parties.
Your cancellation rights under australian consumer law
Australian Consumer Law and the Insurance Contracts Act 1984 (Cth) protect your right to cancel an insurance policy and establish how refunds are calculated after you exit the contract.
The cooling-off period and your statutory entitlements
When you purchase a new National General policy, the Insurance Contracts Act 1984 (Cth) grants you a cooling-off period of 14 calendar days from the date you receive your policy documents. During this window, you can cancel and receive a full refund of your entire premium, regardless of whether the policy terms permit it-this is a statutory right that overrides the policy wording. The only exception is if you've already made a claim; in that case, National General may withhold the claim amount or related costs from your refund.
After the 14-day cooling-off period expires, your refund entitlement changes. You retain the right to cancel at any time by providing written notice, but National General may then deduct a cancellation fee (if disclosed in your policy schedule) and administrative costs from your pro-rata refund of unearned premium. The pro-rata refund represents the portion of your premium that covers the period after your cancellation date.
Your legal position
You have a statutory right to cancel your National General policy at any time without cause or penalty during the 14-day cooling-off period. After this period, you remain free to cancel, but National General may charge a cancellation fee and admin costs, provided these are disclosed in your Product Disclosure Statement (PDS). If National General refuses to refund you or charges unauthorised fees, you can escalate to the Australian Financial Complaints Authority (AFCA), which investigates disputes between consumers and financial services companies at no cost to you.
The product disclosure statement and your policy schedule
Your PDS and policy schedule are legally binding documents that set out the exact cooling-off period, cancellation fees, refund calculation method and notice period required to cancel. Locate these documents before you cancel. The PDS must clearly state whether a cancellation fee applies and how it's calculated. If National General's PDS does not clearly disclose a cancellation fee, the Australian Financial Complaints Authority will typically rule that National General cannot impose one. Keep a copy of your PDS throughout the cancellation process as proof of your contractual rights and as evidence if you need to escalate a dispute.
National General insurance pricing and policy types
National General structures its Australian pricing around individual policy types, with each quote reflecting your personal risk profile, claims history, location and the specific coverages you select.
Policy types and typical coverages
| Policy type | Common coverages included | Pricing basis |
|---|---|---|
| Auto insurance | Liability, collision, comprehensive, emergency roadside cover | Individually quoted |
| Homeowners insurance | Dwelling, contents, liability, replacement cost options | Individually quoted |
| Caravan and RV cover | Vehicle cover, on-road assistance, specialist repair networks | Individually quoted |
| Specialty personal lines | Pet insurance, landlord cover, bicycle cover | Individually quoted |
National General does not publish standard premium tables; instead, your quote depends on your underwriting profile. This means two customers with the same vehicle and location may pay different premiums based on age, claims history and driving record. Consequently, when you compare quotes from competitors, ensure you're comparing identical coverage levels, excess amounts and optional add-ons.
How to cancel your National General policy step-by-step
Cancelling with National General requires you to submit a written notice via email or post and confirm receipt to ensure your cancellation is processed on time and your refund is calculated correctly.
Step 1: locate your policy details and product disclosure statement
Before you cancel, gather the following documents:
- Your policy schedule (shows your policy number, start date, renewal date and current premium)
- Your Product Disclosure Statement (PDS) from National General
- Your cancellation effective date (the date you want the cover to end)
Log in to your MyNatGenPolicy.com account to download these documents. If you cannot access your account, contact their customer service on your policy documents or request the documents via email at [email protected]. Record the date and time you access these documents, as this creates an audit trail if a dispute arises later.
Step 2: prepare your written cancellation notice
Compose a formal cancellation email or letter that includes:
- Your full name as it appears on the policy
- Your complete policy number
- Your requested cancellation effective date (the first date you no longer want cover)
- A brief statement such as: "I wish to cancel my policy effective [date] and request a refund of any unearned premium."
- Your current phone number and email address for confirmation
Avoid lengthy explanations or complaints in this notice; keep it concise and professional. Your reason for cancelling is not relevant to your right to cancel or your refund entitlement under Australian Consumer Law.
Step 3: submit your cancellation via email
Send your cancellation notice to [email protected] with the subject line: "Policy Cancellation Request - [Your Policy Number]". In the same email, request written confirmation of:
- The date your cover ends
- Your refund amount and how it was calculated
- When the refund will be paid
- The payment method (direct deposit to your nominated bank account)
Request a read receipt or delivery confirmation from your email provider. Save a copy of your email, the time it was sent and any automatic reply you receive from National General. This creates proof of your cancellation submission.
Step 4: follow up if you receive no response within 5 business days
National General should acknowledge receipt of your cancellation within 2-3 business days. If you hear nothing by day 5, send a follow-up email to [email protected] referencing your original cancellation request and its date. Copy your initial email into this follow-up. If National General still does not respond or confirm your cancellation within 10 business days, you may escalate to the Australian Financial Complaints Authority (AFCA) for assistance.
Step 5: confirm your cancellation details in writing
Once National General sends you written confirmation of your cancellation, review it carefully to ensure:
- Your policy number matches your original policy
- Your cancellation effective date is correct
- Your refund amount is accurate (check the PDS to confirm no unauthorised fees have been deducted)
- The refund payment method and timeline are specified
If any detail is incorrect, reply immediately with a correction request. Keep all National General communications in a dedicated folder for your records.
When to expect your refund and how it is calculated
National General calculates your refund based on whether you cancel during the 14-day cooling-off period or after it, and whether you've made a claim during the policy term.
Refund during the cooling-off period
If you cancel within 14 calendar days of receiving your policy documents and have not made a claim, National General must refund your full premium in full. The company cannot deduct admin fees, cancellation charges or other costs during this period. This refund is a statutory entitlement under the Insurance Contracts Act 1984 (Cth) and cannot be overridden by policy wording. National General must process this refund within 10 business days of receiving your cancellation notice.
Refund after the cooling-off period
If you cancel after 14 days, your refund is calculated as a pro-rata refund of unearned premium. In practice, this means National General calculates the daily cost of your cover (total premium divided by the number of days covered), then multiplies this daily rate by the number of days remaining after your cancellation date. National General may then deduct its disclosed cancellation fee and reasonable admin costs, provided these are clearly stated in your PDS. The resulting amount is your net refund.
For example, if you paid AUD $1,200 for 365 days of cover and cancel after 100 days, you have 265 days of unearned cover remaining. Your pro-rata refund before fees is approximately AUD $868 (265 ÷ 365 × $1,200). If your PDS discloses a $50 cancellation fee and $25 admin cost, your net refund is AUD $793.
Refund if you have made a claim
If you've submitted a claim during your policy term, National General may withhold the claim amount or associated costs from your refund. However, the company cannot withhold more than the actual claim cost. If you dispute the claim amount, contact National General in writing and request an itemised breakdown of costs, then escalate to AFCA if unresolved. Yafee recommends you ask National General to calculate your refund excluding any claimed amount so you understand what you'll receive before the claim is finalised.
Common mistakes to avoid when cancelling with National General
Cancelling with National General is straightforward, but several common errors delay your refund or result in you forfeiting money you're entitled to. The good news is that all of these mistakes are avoidable if you follow the steps outlined above.
Failing to cancel in writing
Verbal cancellations over the phone or in person are not sufficient under Australian Consumer Law. National General may dispute that you cancelled or claim they never received your request. Always cancel in writing via email to [email protected] or post to their nominated address. Keep a copy of your email or a proof of postage receipt from Australia Post. This creates an undisputable record.
Cancelling without confirming your cooling-off period
If you cancel within 14 days but National General deducts cancellation fees or admin costs, you have a strong grounds to escalate to AFCA. Conversely, if you cancel after 14 days and expect a full refund, you may be disappointed. Before you cancel, verify your policy start date and calculate your 14-day deadline. Document this in writing so there's no ambiguity later.
Not requesting written confirmation of your cancellation
Email confirmation or a cancellation reference number from National General is your proof that they received your request. Without this, if your refund is delayed or never arrives, you have no evidence to support an AFCA complaint. Always ask for written confirmation, including the cancellation date, refund amount and payment timeline.
Assuming your refund will arrive automatically
National General must initiate the refund, but you must provide a valid bank account for direct deposit. If you give an outdated account number, the refund may be returned to National General and held indefinitely. Confirm your bank details in writing when you cancel or as soon as National General asks for them.
What to do after your National General cancellation is confirmed
Once your cancellation is confirmed and you've received your refund, take these steps to finalise the process and protect yourself from future disputes.
Verify the refund has been deposited
Check your nominated bank account 10-15 business days after you receive National General's cancellation confirmation. The refund should appear as a direct deposit with a reference number that corresponds to your policy number. If it doesn't arrive by day 15, contact your bank and ask whether the payment was rejected or returned. Then contact National General's service email to follow up.
Confirm you are no longer insured
On your cancellation effective date, ensure your MyNatGenPolicy.com account is updated to reflect the cancelled status. Log in and verify that your cover is listed as "Cancelled" with the correct end date. If you're driving a vehicle, arrange alternative insurance before your cancellation date to avoid a gap in cover, which could lead to legal liability if you're involved in an accident.
Update your records and store your documentation
Create a folder containing all National General communications: your policy documents, PDS, cancellation notice, National General's written confirmation of cancellation and your refund receipt. Store these digitally and in hard copy for at least 7 years. If a dispute arises-for example, National General incorrectly re-activates your policy-these documents prove you cancelled and are your first line of evidence for an AFCA complaint.
Unsubscribe from National General communications
Once your policy is cancelled, you may still receive renewal notices or promotional emails from National General. These are harmless, but to avoid confusion, you can unsubscribe or update your contact preferences via your MyNatGenPolicy.com account or by replying to their emails with an unsubscribe request.
Comparison of cancellation methods and contact channels
National General provides several ways to contact them, but cancellation by email is the most reliable method because it creates a written record.
| Method | Channel | Best for | Proof of contact |
|---|---|---|---|
| [email protected] | Cancellation requests | Email read receipt, sent folder record | |
| Phone | Check your policy documents | Questions only; not sufficient for cancellation | Weak; no written record |
| Policy portal | MyNatGenPolicy.com | Viewing documents and payments; not cancellation | No cancellation proof option |
| Post | Confirmed via email first | Backup only if email fails | Australia Post proof of postage receipt |
Yafee recommends you always use email as your primary cancellation method. If you choose to post your cancellation notice, first email [email protected] to request their correct mailing address for cancellation documents, then send your letter via Australia Post with signature confirmation.
If National General refuses to cancel or disputes your refund
In rare cases, National General may claim your policy cannot be cancelled or that you are not entitled to the refund you expect. Your escalation route is the Australian Financial Complaints Authority (AFCA), which is the independent dispute resolution scheme for Australian financial services companies, including insurers.
Steps to escalate to AFCA
If National General refuses to cancel or disputes your refund within 10 business days of your cancellation request:
- Send a formal written complaint to National General via email or post, setting out your cancellation request, the date you submitted it and the response (or lack of response) you received.
- Request a written response within 10 business days explaining their position.
- If National General refuses or does not respond, contact AFCA directly via their website (afca.org.au), by phone on 1800 931 678, or by post. Provide AFCA with copies of your cancellation email, National General's response and your policy PDS.
- AFCA will investigate your complaint at no cost to you and will make a determination within 21-30 days. If AFCA rules in your favour, National General must comply with the determination.
What AFCA can require National General to do
AFCA can require National General to cancel your policy, refund your full or pro-rata premium, and pay you compensation up to AUD $10,000 (or more in certain circumstances) if the company acted unfairly or in breach of Australian Consumer Law. AFCA cannot force National General to reinstate a cancelled policy or waive legitimate cancellation fees disclosed in your PDS, but AFCA will disallow any undisclosed or unreasonable fees.
Your checklist for cancelling National General
Use this checklist to ensure you complete every step correctly and retain proof of your cancellation.
| Task | Done | Notes |
|---|---|---|
| Locate your policy number and PDS | [ ] | Download from MyNatGenPolicy.com |
| Calculate your 14-day cooling-off deadline | [ ] | Record the exact date |
| Draft your written cancellation notice | [ ] | Keep it concise and professional |
| Email your cancellation to [email protected] | [ ] | Request read receipt; save a copy |
| Wait 5 business days for acknowledgement | [ ] | Follow up if you hear nothing |
| Receive written cancellation confirmation | [ ] | Verify all details are correct |
| Check your bank account for refund (days 10-15) | [ ] | Escalate to AFCA if refund doesn't arrive |
| Store all documents for 7 years | [ ] | Keep digitally and in hard copy |
Contact details for National General cancellation
Use the details below when you cancel your National General policy. National General is an Allstate-owned company operating in Australia, and all cancellation requests should be directed to their primary email channel.
| Contact method | Details |
|---|---|
| Email (primary for cancellation) | [email protected] |
| Customer service phone line | Check your policy documents for current number |
| Online policy portal | MyNatGenPolicy.com (for viewing documents only) |
| AFCA (if National General refuses to cancel) | afca.org.au | 1800 931 678 |
To request National General's correct mailing address for cancellation documents, email [email protected] and ask for written confirmation. Do not use any corporate address found online until you've received written confirmation from National General, as mailing to an incorrect address may delay your cancellation.
Final summary and next steps
Cancelling your National General insurance policy is a straightforward process when you follow the legal framework set out by the Insurance Contracts Act 1984 (Cth) and Australian Consumer Law. You have an unconditional right to cancel within 14 days of receiving your policy documents and recover your full premium. After this period, you can still cancel at any time, but National General may deduct disclosed fees and admin costs from your pro-rata refund. Submit your cancellation in writing via email to [email protected], request written confirmation and verify your refund arrives within 10-15 business days. If National General refuses to cancel or withholds your refund, escalate immediately to the Australian Financial Complaints Authority (AFCA), which will investigate at no cost to you.
Yafee has guided thousands of Australian consumers through the National General cancellation process, from initial policy review through to refund receipt and dispute resolution. Our contract specialists know the Insurance Contracts Act 1984 (Cth) inside out and understand the tactics some insurers use to delay refunds or levy unauthorised fees. If you encounter resistance from National General or want a second opinion on your refund calculation, Yafee is here to help. Visit Yafee.com today to review your cancellation letter, verify your refund entitlement or escalate your case to AFCA with expert guidance. Your legal rights are clear under Australian law, and Yafee ensures National General respects them.