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Frequently asked questions
Cancel Staysure: The Right Way
How to cancel Staysure insurance and protect your money
Why you should understand your Staysure cancellation rights
Staysure has served over 500,000 policyholders since 2004, specialising in travel insurance for customers over 50 and those with pre-existing medical conditions. The company offers travel, home, pet, and life insurance across the United Kingdom. What matters most to you now is understanding how to cancel your policy correctly and reclaim any money you are owed. Staysure policies renew automatically each year unless you take active steps to cancel them. Missing your cancellation deadline can lock you into another 12 months of charges, even if you no longer need the cover. Yafee has guided thousands of consumers through cancellation procedures, and we know that clarity prevents costly mistakes.
Why cancellation matters in practice
Automatic renewal is a legal mechanism built into most insurance policies, including Staysure's. Under the Consumer Rights Act 2015, you have the right to cancel your policy and, in certain circumstances, receive a refund of unused premiums. Consequently, submitting your cancellation before the renewal date ensures Staysure does not charge you for another year. Inaction defaults to payment. Furthermore, the sooner you notify Staysure of your intention to cancel, the sooner you can switch to another provider or simply stop paying altogether.
The legal framework protecting your cancellation
Your cancellation rights stem directly from the Consumer Rights Act 2015 and the Insurance: Conduct of Business sourcebook (ICOBS) maintained by the Financial Conduct Authority (FCA). These rules require Staysure to acknowledge your cancellation request and honour it without unreasonable delay. If Staysure refuses to cancel or demands payment after you have submitted a valid cancellation request, you can escalate your complaint to the Financial Ombudsman Service (FOS). Yafee always recommends keeping written proof of your cancellation request-whether email confirmation or a dated letter-to support any future dispute.
Staysure pricing and policy tiers explained
Understanding what you are paying for helps you decide whether cancellation is the right choice for your circumstances.
Travel insurance cost breakdown
Staysure's travel insurance comes in single-trip and annual multi-trip formats. Single-trip policies range from £15 to £150 per journey, depending on your destination, trip duration, and any pre-existing medical conditions. Annual multi-trip policies, which cover unlimited holidays within 12 months, typically cost between £80 and £300 per year. The main coverage tiers-Essentials, Premier, and Premier Plus-each offer different levels of medical cover and trip cancellation protection.
| Policy tier | Annual cost | Medical cover | Trip cancellation cover | Best for |
|---|---|---|---|---|
| Essentials | £80-£150 | Up to £5m | Up to £3,000 | Budget-conscious, occasional travellers |
| Premier | £150-£250 | Up to £10m | Up to £5,000 | Frequent travellers, moderate medical needs |
| Premier Plus | £200-£300 | Up to £15m | Up to £7,500 | Frequent travellers, significant medical history |
Other Staysure products and costs
Beyond travel insurance, Staysure offers home insurance (£150-£400 annually), pet insurance (approximately £20 monthly), and over-50s life insurance (£10-£50 monthly). All products operate on automatic annual renewal. Understanding your total annual cost across all Staysure policies you hold helps you make an informed decision about cancellation. If you are cancelling multiple policies, you must submit separate cancellation requests for each one.
When should you cancel your Staysure policy?
Cancellation is right for you if your circumstances have changed or you have found better value elsewhere.
Reasons to cancel Staysure
You should consider cancellation if you no longer travel, have moved house and no longer need home insurance, or found a competitor offering superior coverage at a lower price. If your health has improved and you can now access mainstream insurance without medical exclusions, cancelling Staysure frees up money for a policy better suited to your current situation. Equally, if you are consolidating insurance providers or simply want to reduce your household expenses, cancellation stops automatic renewal charges.
Reasons to keep your Staysure policy
Staysure specialises in covering customers with pre-existing medical conditions when mainstream insurers decline them. If you fall into this category and no competitor offers equivalent coverage at a comparable price, keeping your policy may be cost-effective in reality. Furthermore, if you are mid-year in your travel plans and will need cover for upcoming trips, cancelling immediately could leave you uninsured. Finally, if your policy is within the cancellation window (some policies allow cancellation only within 30 days of purchase), keeping it beyond that window triggers non-refundable charges regardless of cancellation timing.
Your legal position and cancellation rights
The law grants you specific rights when you cancel insurance in the United Kingdom.
What the law says about your right to cancel
Under the Consumer Rights Act 2015 and the Insurance: Conduct of Business sourcebook (ICOBS) enforced by the Financial Conduct Authority, Staysure must allow you to cancel your policy at any time. You do not need to provide a reason for cancellation. However, the timing of your cancellation determines whether you receive a refund. If you cancel within 30 days of purchase (known as the cooling-off period), Staysure must refund the full premium unless the insurer has already paid out a claim. If you cancel after 30 days, Staysure may deduct an administration fee and charges for cover used up to your cancellation date. Yafee advises submitting your cancellation as early as possible to maximise any potential refund.
Your legal position: what you can demand
You have the right to cancel without penalty during the 30-day cooling-off period following purchase. You have the right to clear, written confirmation of your cancellation from Staysure within five working days. You have the right to lodge a complaint with the Financial Ombudsman Service (FOS) if Staysure refuses to cancel or fails to process your cancellation correctly. You have the right to a refund of any unused premium, minus fair deductions for cover already provided. Consequently, if Staysure charges you for a full year when you cancel mid-term without offering a pro-rata refund, that may constitute a breach of consumer law and grounds for escalation to the FOS.
How to cancel your Staysure policy step by step
Staysure provides three distinct cancellation methods; each follows a clear procedure to ensure your cancellation is recorded and processed correctly.
Step 1: cancel online via my Staysure account
The fastest method is cancelling through your My Staysure online account. This route requires no phone call and generates immediate written confirmation.
- Log in to your My Staysure account at the Staysure website using your email address and password.
- Navigate to "My Policies" or "Manage Your Policy" (exact wording varies by account age).
- Select the policy you wish to cancel from the list displayed.
- Click the "Cancel Policy" button or equivalent option visible on that policy's details page.
- Follow the on-screen prompts, which will ask you to confirm your cancellation and may offer retention incentives (such as a discount if you stay).
- Decline any retention offer and proceed to final confirmation.
- Screenshot or print the confirmation message that appears on screen; this serves as proof of cancellation.
- Check your email inbox (including spam folders) for a cancellation confirmation email from Staysure within one working day.
Online cancellation is the recommended route because Yafee can confirm it generates an immediate digital record that protects you if a dispute arises later.
Step 2: cancel by telephone
If you prefer to speak to a representative or do not have online account access, you can cancel by calling Staysure's customer service team.
- Call Staysure's customer service line during business hours (typically 9am to 5pm, Monday to Friday, though extended hours may apply).
- Have your policy number to hand; this speeds up the process and ensures the correct policy is cancelled.
- Inform the representative clearly that you wish to cancel your policy and are not interested in renewal.
- Ask the representative to confirm verbally whether you are within the 30-day cooling-off period (which affects your refund entitlement).
- Note the name of the representative and the time of the call.
- Request that the representative email you a written cancellation confirmation; do not rely on the phone call alone as proof.
- Staysure may charge a £15 administration fee for cancellations made by telephone; ask if this fee applies before you confirm.
- Keep the confirmation email in a safe folder for future reference.
Telephone cancellation introduces a £15 fee, which the company deducts from any refund owed to you. Yafee recommends online cancellation precisely because it avoids this charge entirely.
Step 3: cancel by post
If you have no access to the internet or prefer written correspondence, you can cancel by sending a letter to Staysure's postal address.
- Write a formal cancellation letter on plain paper or use a standard business letter template.
- Include the following information: your full name as it appears on the policy, your policy number, your date of birth, and a clear statement that you wish to cancel your policy effective immediately or state a specific cancellation date.
- Include your current address and contact telephone number.
- Add the date on which you are posting the letter.
- Send the letter via Royal Mail Special Delivery or Recorded Delivery (which provides proof of posting and delivery).
- Address your letter to: Staysure, Staysure House, Northampton, United Kingdom (confirm the exact postcode with Staysure's website before posting).
- Keep the proof of posting receipt provided by Royal Mail; this is your evidence that Staysure received your cancellation.
- Staysure should acknowledge receipt within 5 working days and confirm cancellation within 10 working days.
- If you do not receive confirmation within this timeframe, contact Staysure by telephone and reference your Special Delivery receipt.
Postal cancellation is the slowest method but creates a paper trail that protects you completely. Yafee advises using Special Delivery because Staysure cannot claim non-receipt if you hold the delivery confirmation.
Refunds, timelines, and what happens next
Understanding your refund entitlement prevents disappointment when your cancellation is processed.
Refund entitlement and cooling-off period
If you cancel within 30 days of your policy purchase date, Staysure must refund the full annual premium, minus any valid administration costs and minus the cost of any claims already paid out under the policy. If you cancel after 30 days, Staysure calculates a pro-rata refund based on the cover you have used. For example, if you cancel six months into a twelve-month policy, Staysure retains approximately 50% of your premium and refunds the remainder (minus the £15 phone fee if applicable). The exact calculation depends on when your policy year started and when you submit your cancellation.
Processing timeline and payment method
Staysure processes most cancellation requests within 10 working days of receiving them. The refund is then transferred to the original payment method (usually your credit or debit card or bank account, depending on how you originally paid). Consequently, you may not see the refund in your account for a further 3 to 5 working days after Staysure initiates it, as your bank processes the transaction. In total, expect your refund to appear within 15 to 20 working days from your cancellation submission. If you do not receive your refund within 20 working days, contact Staysure immediately with your cancellation confirmation and ask for a status update.
Common refund scenarios
If you cancel during the 30-day cooling-off period with no claims made, you receive a full refund (minus only a small administration fee if you cancelled by phone). If you cancel after 30 days with no claims, you receive a pro-rata refund for unused cover. If a claim has been paid during your policy year, Staysure deducts the claim amount from your refund; this is legal and standard practice. If you cancel mid-term and owe money on your policy account (for example, a payment failed previously), Staysure offsets this debt against your refund.
Common cancellation mistakes to avoid
Cancellation is straightforward if you take the right steps, but small errors can delay your refund or leave you unprotected.
Mistake 1: assuming non-payment stops your policy
Many customers believe that stopping payment to Staysure automatically cancels the policy. This is incorrect. Non-payment damages your credit score, may trigger debt collection action, and does not formally cancel your insurance. Staysure will continue to pursue the outstanding balance. You must submit an explicit cancellation request in writing or online. Only then is your policy formally terminated. Yafee strongly advises never relying on non-payment as a cancellation method.
Mistake 2: missing the renewal deadline
Staysure typically sends renewal notices 30 days before your policy expires. If you do not act within this window, your policy automatically renews and you are charged for another year. Once renewed, you enter a new 30-day cooling-off period, but you may struggle to reclaim the full premium if you cancel immediately after renewal. Set a calendar reminder 60 days before your renewal date to ensure you cancel in time.
Mistake 3: cancelling via email without confirmation
Sending an email asking to cancel is not formal enough. Staysure may not treat email as an official cancellation request, leaving you charged for another year. Always use the online portal, telephone, or posted letter (with proof of delivery). If you must email, follow up with a telephone call within 48 hours and ask for written confirmation of your cancellation.
Mistake 4: forgetting to cancel all policies
If you hold multiple Staysure policies (travel insurance, home insurance, pet insurance), you must cancel each one separately. Cancelling one policy does not cancel the others. Yafee recommends creating a checklist of all your Staysure policies before you start the cancellation process to avoid overlooking any of them.
Mistake 5: not keeping cancellation proof
If you lose your cancellation confirmation and Staysure later claims your policy never cancelled, you have no evidence to dispute the charge. Always retain your online confirmation screenshot, the confirmation email from Staysure, or the Royal Mail Special Delivery receipt. Store these in a dedicated folder for at least 12 months after cancellation.
What happens after your cancellation
Cancellation is complete, but a few steps ensure you remain protected and your finances are in order.
Verify your cancellation in writing
Within 5 working days of cancelling, Staysure should send you a written confirmation stating your policy is cancelled and the cancellation date. Check that this letter confirms the correct policy number and cancellation date. If the letter does not arrive, contact Staysure and request a copy. This document is essential; keep it alongside your original cancellation request as proof that the cancellation was successful.
Check that your refund arrives
Once Staysure confirms cancellation, monitor your bank account for the refund. As noted above, refunds typically appear within 15 to 20 working days. If 20 working days pass with no refund, contact Staysure's customer service and provide your cancellation confirmation. If Staysure claims the refund was sent, ask for the transaction reference number and verify it with your bank.
Switch to alternative insurance (if needed)
If you cancelled because you found a better-value policy elsewhere, ensure your new policy starts on the day your Staysure policy ends. Gaps in cover can leave you uninsured during travel or unprotected on your home or possessions. Yafee recommends comparing alternatives before cancelling, not after, so your new cover is in place immediately.
Update your records
Add the cancellation date to your personal insurance file or spreadsheet. Note the refund amount and the date it was received. This record helps you identify if any charges appear on your account after cancellation (which would indicate a processing error).
Escalating a complaint if Staysure refuses to cancel
In rare cases, Staysure may refuse to process your cancellation or claim your request was never received.
Step 1: contact Staysure formally in writing
Send a follow-up letter (via Special Delivery) clearly stating that you submitted a valid cancellation request on [date] and Staysure has failed to honour it. Reference your original cancellation request (the confirmation number, email date, or postcode receipt date). Demand that Staysure cancel your policy immediately and refund any charges made after your original cancellation date. Give Staysure 10 working days to respond in writing.
Step 2: lodge a complaint with Staysure formally
If Staysure does not cancel within 10 working days or refuses your request without valid legal grounds, submit a formal complaint using Staysure's complaints procedure. Request the complaints email address or postal address from customer service. Your complaint letter should outline: the date you requested cancellation, the method you used, what happened next, how much you have been charged since, and what resolution you seek (full refund of charges made after your cancellation request). Staysure has 8 weeks to investigate and respond.
Step 3: escalate to the financial ombudsman service
If Staysure refuses to uphold your complaint or does not respond within 8 weeks, you can escalate your case to the Financial Ombudsman Service (FOS), which is the independent regulator handling consumer complaints against UK insurance providers. The FOS is free to use and can order Staysure to refund you if it upholds your complaint. You can contact the FOS online at financialombudsman.org.uk or by post. Yafee has seen the FOS consistently rule in favour of customers when Staysure fails to process valid cancellation requests.
Your Staysure cancellation comparison checklist
Use this table to track your cancellation progress and ensure you have completed all necessary steps.
| Action | Completed? | Date | Notes |
|---|---|---|---|
| Gather policy details | Yes / No | Policy number, renewal date, current cover level | |
| Choose cancellation method | Yes / No | Online (recommended), telephone, or post | |
| Submit cancellation request | Yes / No | Record the date, time, and confirmation details | |
| Receive written confirmation | Yes / No | Keep email, letter, or screenshot for your records | |
| Monitor refund | Yes / No | Expected within 15-20 working days | |
| Verify cancellation is final | Yes / No | Confirm no charges appear after cancellation date |
Summary and next steps
Cancelling your Staysure insurance is a straightforward process when you follow the correct legal and procedural steps. You have the right, under the Consumer Rights Act 2015, to cancel at any time without providing a reason. Online cancellation via your My Staysure account is the fastest and fee-free method; it generates immediate confirmation and avoids the £15 telephone administration charge. If you cancel within 30 days of purchase, you are entitled to a full refund (minus only cover already used and claims paid). If you cancel after 30 days, you receive a pro-rata refund for unused cover. Always retain written proof of your cancellation-a screenshot, confirmation email, or Special Delivery receipt-to protect yourself against any future dispute. Refunds typically arrive within 15 to 20 working days; if your refund is delayed beyond this, contact Staysure immediately.
If Staysure refuses to cancel or fails to process your cancellation correctly, you can lodge a formal complaint and, if necessary, escalate to the Financial Ombudsman Service (FOS), which is the independent regulator for UK insurance complaints. Yafee has helped thousands of consumers cancel insurance policies, manage refund disputes, and escalate complaints to the FOS when necessary. Our contract law specialists understand the Consumer Rights Act 2015 inside out and can advise you on your exact legal position if Staysure disputes your cancellation. Should you face any difficulty during this process, Yafee is here to guide you through each step. Visit yafee.com today to access our full range of cancellation guides and escalation resources, or contact our team if you need expert advice on your Staysure cancellation rights.