How to cancel Infinity Insurance in malaysia: your legal rights and step-by-step process

Why you might want to cancel Infinity Insurance

You may decide to cancel your Infinity Insurance car policy for several practical reasons: you have sold your vehicle, switched to another insurer, relocated abroad, or simply want to reduce your financial commitments. Whatever your reason, understanding your cancellation rights under Malaysian consumer law protects you from unexpected charges and ensures you receive any refund you are entitled to.

Common reasons for cancellation

Life changes drive most cancellation requests. You sell your car and no longer need comprehensive or third-party cover. You purchase a newer vehicle and want a fresh policy elsewhere. You relocate to another state or country where Infinity Insurance terms no longer suit your needs. You find a competitor offering better premiums or coverage. Each of these is a legitimate trigger for cancellation, and Malaysian consumer law grants you the right to terminate your policy within a defined notice period.

When cancellation makes financial sense

Cancellation becomes financially sensible when your circumstances change materially. If you have paid annual premiums upfront and cancel partway through the year, you should receive a pro-rata refund for the unused period. If your vehicle is no longer in use, continuing to pay premiums wastes money. If a competitor offers significantly lower rates or better coverage for the same cost, switching saves you money over the year. Yafee recommends comparing renewal quotes from at least three insurers before deciding to cancel; sometimes the switching cost (administrative effort, timing delays) outweighs the premium saving.

Your consumer rights under malaysian law

Your cancellation rights in Malaysia rest on the Consumer Protection Act 1999 and the Financial Services Act 2013, both of which protect your ability to terminate financial and insurance contracts on fair terms.

Legal framework protecting your cancellation right

The Consumer Protection Act 1999 (CPA 1999) grants you the right to cancel most consumer contracts within a reasonable timeframe, provided the insurer has not breached its obligations. Additionally, Bank Negara Malaysia (BNM) issues guidelines on consumer protection in insurance, requiring all insurers-including those offering motor cover like Infinity Insurance-to provide clear cancellation procedures and honour refunds for unused premiums. When you cancel your Infinity Insurance policy, you are exercising a statutory right, not asking for a favour.

Furthermore, the BNM Consumer Charter requires insurers to process cancellation requests within 30 days and refund unused premiums within 14 working days of confirming the cancellation date. This is not optional; it is mandatory for any insurer operating in Malaysia.

Your position if Infinity Insurance refuses to cancel

If Infinity Insurance fails to honour your cancellation request or withholds a refund without legal justification, you have two escalation routes. First, lodge a formal complaint with Bank Negara Malaysia's Consumer Complaints Bureau using their online portal (www.bnm.gov.my/consumer-complaints). Second, file a complaint with the Inland Revenue Board (IRB) or seek advice from the Federation of Malaysian Consumers Associations (FMCA) if you believe unfair contract terms were applied. Yafee advises documenting every communication with Infinity Insurance-emails, chat transcripts, call recordings (where legal)-so you have evidence if the dispute reaches the regulator.

Methods to cancel your Infinity Insurance policy

Infinity Insurance provides multiple cancellation routes; your choice depends on your location in Malaysia, language preference, and comfort with digital tools.

Cancel online through your account

The fastest route for most Malaysian policyholders is online self-service. Log into your Infinity Insurance account, navigate to "Change My Policy" or "Manage My Policy", select the cancellation option, enter your preferred cancellation date, and confirm. This method leaves you with an immediate digital record-screenshot the confirmation page for your records.

Contact Infinity Insurance by phone

If you prefer speaking to a human representative, ring Infinity Insurance customer service. The main number is +1 (800) 782-1020, but note this is a US-based line and operates on Central Standard Time (CST). Malaysian office hours (8:00 AM to 5:00 PM MYT) correspond to 12:00 AM to 1:00 PM CST, so call early in the Malaysian morning for the shortest wait. Alternatively, ask for a Malaysian or Asia-Pacific contact number if one is available.

Submit your request by email

Write to [email protected] with the subject line "Policy Cancellation Request - [Your Policy Number]". Include your full name, policy number, vehicle registration, and the exact date you wish the policy to end. Request a written confirmation of cancellation and the refund amount due. Email leaves a paper trail, which is valuable if you later need to dispute a charge or prove you requested cancellation.

In-person assistance (limited availability)

Infinity Insurance does not advertise local Malaysian branch offices for walk-in cancellation. If you need face-to-face help, contact their main office first to ask whether a regional partner or authorized representative exists in Kuala Lumpur, Penang, or Johor Bahru. Yafee notes that most major insurers no longer require in-person visits for policy cancellation, so remote methods are your primary option.

Step-by-step cancellation process

Follow this procedure to cancel cleanly and retain proof of your request.

Step 1: gather your policy documents and details

1. Locate your policy number (usually on your renewal letter or account dashboard)
   • Take a screenshot of your Infinity account home page showing the policy status
   • Note your vehicle registration number and driver's license number
   • Write down the current renewal or expiry date
2. Check your payment history to confirm whether you paid monthly, quarterly, or annually
   • If you paid upfront for a full year, note the amount and the policy start date
   • Calculate roughly how many months remain unused
3. Decide your cancellation date (the date you want cover to end)
   • Choose a date at least 7 days in the future to allow processing time
   • Align it with any vehicle sale, replacement, or switch to a new insurer

Step 2: choose your cancellation method

1. If you are comfortable with online platforms: log into your Infinity Insurance account and proceed to Step 3
   • Online cancellation is fastest and leaves immediate digital proof
2. If you prefer phone support: have your policy number and cancellation date ready, then ring +1 (800) 782-1020 and proceed to Step 4
   • Call early in the Malaysian morning to avoid long wait times
   • Ask the representative to confirm the cancellation date before disconnecting
3. If you prefer email: draft your cancellation letter and proceed to Step 5
   • Email is slowest but creates an audit trail

Step 3: cancel online

1. Open your web browser and navigate to the Infinity Insurance login page
   • Use your registered email address and password
2. Once logged in, locate "Manage My Policy", "Change My Policy", or "Policy Settings"
   • The exact menu label may vary; look for a "cancel" or "terminate" option
3. Click the cancellation or termination option
   • Select the policy you wish to cancel (if you have more than one vehicle insured)
4. Enter your preferred cancellation date in the field provided
   • Double-check the date is correct (day, month, year)
5. Review the cancellation summary screen to confirm:
   • Policy number matches your vehicle
   • Cancellation date is correct
   • Any refund amount is shown (you may see "Pending" if not yet calculated)
6. Click "Confirm Cancellation" or "Submit Request"
   • The system will display a confirmation number or reference code
   • Screenshot this page immediately
7. Check your email (including spam folder) for an automated confirmation within 1 hour
   • This email serves as your primary evidence of cancellation

Step 4: cancel by phone

1. Ring +1 (800) 782-1020 during business hours (Monday to Friday, 8:00 AM to 6:00 PM CST; Saturday, 8:00 AM to 5:00 PM CST)
   • Convert to Malaysian time: this is 12:00 AM to 2:00 PM MYT weekdays and 12:00 AM to 1:00 PM MYT Saturday
   • Call between 9:00 AM and 11:00 AM MYT for shortest wait times
2. When connected, provide:
   • Your full name
   • Your policy number
   • Your vehicle registration number
   • The cancellation date you want (be specific: "30 November 2024")
3. Ask the representative to repeat back to you:
   • The exact cancellation date
   • Any refund amount due
   • The timeline for processing the refund
4. Request a reference or confirmation number for the cancellation
   • Write this down immediately
5. Ask whether a confirmation email will be sent and to which address
   • Confirm it is your current email on file
6. After the call, send a follow-up email to [email protected] summarizing the conversation:
   • "I confirm I cancelled my policy [number] by phone on [date] at [time] with reference [number]. Requested cancellation date: [date]."

Step 5: cancel by email

1. Open your email client and compose a new message to [email protected]
   • Use the subject line: "Policy Cancellation Request - [Your Policy Number]"
2. In the body, include:
   • Your full name (as it appears on the policy)
   • Your policy number
   • Your vehicle registration (Malaysian format, e.g., "KL 1234 ABC")
   • Your preferred cancellation date (be precise: "30 November 2024")
   • Your contact telephone number (Malaysian mobile or landline)
   • A request for written confirmation of cancellation and the refund amount
3. Keep your email professional and factual:
   • Avoid emotional language or complaints in this email
   • Focus on the facts and your cancellation date
4. Send the email and check for a read receipt or auto-reply
   • Note the send time and date
5. Expect a response within 3 to 5 business days
   • If no reply arrives after 5 days, send a follow-up email

Understanding refunds and billing after cancellation

Cancelling your policy does not automatically stop all charges; you must understand how refunds are calculated and when they appear in your bank account.

How unused premium refunds are calculated

If you paid your Infinity Insurance annual premium upfront (for example, RM 800 for 12 months starting 1 January 2024), and you cancel on 30 June 2024, you have used 6 months and have 6 months unused. Infinity Insurance calculates your refund on a pro-rata basis: (RM 800 ÷ 12 months) × 6 unused months = RM 400 refund. This calculation is standard across Malaysian insurers and required by BNM guidelines. Yafee advises requesting this calculation in writing so you can verify the amount before accepting it.

No-refund scenarios and policy exclusions

In rare cases, Infinity Insurance may not refund unused premium if you have claimed on the policy during the current term. Additionally, if you cancel within a short "free look" period (typically 14 days from inception), some policies trigger a small administrative fee. Always check your policy document for any exclusions related to claims. If a claim was made and Infinity applies a non-refund clause, request written justification citing the specific policy clause.

Refund timeline and payment method

Bank Negara Malaysia mandates that insurers process refunds within 14 working days of confirming your cancellation. Infinity Insurance typically refunds to the original payment method (credit card, bank transfer, or cheque). If you paid by credit card, the refund credit appears within 7 to 10 days after Infinity processes it. If you paid by bank transfer, the refund reaches your account within 3 to 5 business days. Keep your cancellation confirmation email so you can cross-reference the promised refund date with your bank statements.

What happens to auto-renewal notifications

After your cancellation date passes, Infinity Insurance should not send renewal notices or attempt to charge you. If you receive a renewal invoice or an unexpected charge after your confirmed cancellation date, contact Infinity immediately and dispute the charge with your bank. Provide your cancellation confirmation email as proof that cover ended. This is a common error; Yafee advises checking your bank statements for 60 days after cancellation to catch any erroneous charges early.

Pricing and refund scenarios at a glance

What to do after your cancellation is confirmed

Cancellation does not end once Infinity Insurance processes your request; you must monitor the outcome and ensure your cover truly stops.

Monitor your cancellation status

Within 3 business days of requesting cancellation, log back into your Infinity account and check the policy status. It should show "Cancelled" or "Pending Cancellation" with your requested end date. If the status remains unchanged or shows "Active", contact Infinity Support immediately. Save a screenshot of this status page as evidence. Additionally, check your email for the confirmation message; if 5 business days pass and you have received no confirmation, send a follow-up email requesting a written cancellation confirmation letter.

Verify no charges occur after the cancellation date

Review your bank account and credit card statements weekly for the first 30 days after your cancellation date. You should see no debit or charge from Infinity Insurance after the agreed cancellation date. If a charge appears, immediately dispute it with your bank and provide your cancellation confirmation as proof. Malaysian banks typically reverse disputed charges within 10 business days if you provide sufficient evidence.

Collect your cancellation confirmation documents

Save every communication related to your cancellation: the online confirmation screenshot, the confirmation email, any reference number, phone call notes (date, time, representative name, if available), and follow-up emails. Store these in a folder on your computer or cloud drive (Google Drive, OneDrive) with a clear filename: "Infinity Insurance Cancellation - [Policy Number] - [Date]". Retain these documents for at least 1 year; they are your proof of cancellation if a dispute arises.

Check your refund has arrived

After 14 working days from your cancellation confirmation, check your bank account or email for a refund notification. If the refund does not appear, ring Infinity Support and ask for the refund status. Provide your policy number and cancellation date. If Infinity confirms the refund was processed but it has not reached your account within 21 calendar days, escalate the matter to your bank's customer service and ask them to trace the transfer. Document this escalation in writing (email).

Common mistakes to avoid during cancellation

Most cancellation delays and disputes stem from simple oversights; these mistakes are preventable with care and documentation.

Not specifying the exact cancellation date

When you submit a cancellation request without naming a specific date, Infinity Insurance may interpret "cancel as soon as possible" as the end of the current billing cycle (often 30 days away). Instead, always state a precise date: "I request cancellation effective 30 November 2024." This clarity prevents misunderstandings and accelerates processing.

Assuming silence means approval

If you call Infinity Support and the representative says "We'll process that for you", do not assume the cancellation is done. Request a written confirmation-either an email confirmation code or a follow-up email summary. Verbal confirmations leave no trail if a billing error occurs later. Always ask, "Will I receive a confirmation email?" and confirm the email address on file.

Cancelling too close to a renewal date

If your policy renews on 15 December and you request cancellation on 10 December without specifying a date, Infinity may auto-renew before processing your cancellation and charge you for a new term. Prevent this by cancelling at least 10 days before your renewal date and stating a cancellation date that is before the renewal date. Example: "I request cancellation effective 14 December 2024" (one day before renewal).

Not tracking the refund separately

After cancellation is confirmed, many people forget to monitor whether the refund actually arrives. Create a reminder on your phone or calendar to check your bank account 15 days after your cancellation confirmation. If the refund is missing or incorrect, you have a stronger case if you raise it within 30 days rather than after 3 months.

Continuing to pay after cancellation

Some customers continue paying monthly premiums by standing order after cancelling, assuming they will "get it back". This wastes money and complicates refund calculations. Once your cancellation date passes, cancel any standing order or automatic payment instruction with your bank. Log into your bank's online portal and delete the Infinity Insurance payment instruction so no further charges are attempted.

After cancellation: what you need to know

Ending your Infinity Insurance policy cleanly requires attention to timing, alternative cover, and final verification.

Ensure you have replacement cover in place

In Malaysia, driving a motor vehicle without valid insurance is a criminal offence under the Motor Vehicles (Third Party Risks) Act 1957. Before your Infinity Insurance cancellation date arrives, obtain and activate a replacement policy with another insurer. Do not allow a gap in cover, even for one day. If you are switching to a competitor, request that their policy start date is one day before your Infinity cancellation date (or the same date if your insurer allows concurrent cover for a few hours during the switchover).

Notify your bank and financial service provider

If you have a car loan or hire-purchase agreement, your lender may require proof of active motor insurance. Notify your bank or finance company of your new insurer's details once your replacement policy is active. Yafee advises sending an email with your new policy number and insurer name to your finance contact so there is no dispute later if your lender checks your cover status.

Keep your cancellation proof for claims and disputes

Retain your cancellation confirmation email and any reference number for at least 5 years. If Infinity Insurance attempts to claim you owe money after the cancellation date (for example, claiming unpaid premium from the cancelled period), you can use your cancellation confirmation to disprove it. Additionally, if you made a claim on your Infinity policy before cancellation, keep proof of cancellation separate from claim documentation so there is no confusion about when cover ended.

Getting help if Infinity Insurance refuses to cancel

If you have followed this procedure and Infinity Insurance still refuses to honour your cancellation or withholds a refund without justification, escalation routes exist to protect your rights.

Escalation to bank negara malaysia

Lodge a formal complaint with BNM's Consumer Complaints Bureau at www.bnm.gov.my/consumer-complaints. You will need: your policy number, cancellation request date, the date Infinity refused or failed to cancel, copies of all correspondence (emails, screenshots, call notes), and the amount of refund owed. BNM will investigate and can require Infinity Insurance to comply with cancellation and refund obligations. The investigation typically concludes within 30 days, and BNM can levy fines on non-compliant insurers.

Small claims court (below RM 5,000)

If the refund owed is RM 5,000 or less, you can pursue a small claims action in the Majlis Amanah Rakyat (MARA) tribunal or your local magistrate's court without needing a lawyer. File the claim with your cancellation confirmation, the refund calculation, and bank statements showing that Infinity did not refund. Court fees are minimal, and most small claims resolve within 6 weeks. Yafee advises consulting a local legal aid office (Biro Bantuan Undang-Undang) if you qualify for free legal advice before filing.

Federation of malaysian consumers associations (FMCA)

Contact FMCA (website: www.fomca.org.my) if you believe Infinity has breached consumer protection laws. FMCA can advocate on your behalf, issue press releases about unfair practices, and refer persistent breaches to the Attorney General's office. Membership or a single dispute referral is free or low-cost.

Contacting Infinity Insurance for cancellation support

Multiple contact channels are available; choose the method that suits your location and language preference.

Infinity Insurance customer service contact details

Malaysian regulatory contact for complaints

If Infinity Insurance does not respond or refuses your cancellation, contact:

• Bank Negara Malaysia Consumer Complaints Bureau: www.bnm.gov.my/consumer-complaints or email [email protected]
• Federation of Malaysian Consumers Associations (FMCA): www.fomca.org.my or telephone +603 4101 4038
• Ministry of Domestic Trade and Consumer Affairs (KPDNHEP): www.kpdnhep.gov.my

Summary: your complete cancellation checklist

Use this checklist to track every step of your cancellation and maintain a complete record.

Why you should seek professional guidance before cancelling

While this guide covers the legal framework and procedural steps, every cancellation involves your unique policy terms, billing history, and financial circumstances. Yafee recommends reviewing your specific policy document before submitting a cancellation request so you understand any exclusions or non-refund clauses that may apply. If your claim history is complex or you are unsure of the refund calculation, consult a consumer affairs officer at KPDNHEP or a lawyer specialising in insurance law. A 30-minute consultation (typically RM 100 to RM 300) can clarify your rights and prevent costly disputes.

Yafee has helped thousands of consumers cancel their motor insurance policies across Malaysia by providing clear, legally grounded guidance at every step. Whether you are switching insurers, selling your vehicle, or simply reducing costs, you now understand your consumer rights under Malaysian law and the precise procedure to cancel Infinity Insurance without losing your refund or facing unexpected charges. Document everything, follow the timeline, and escalate to BNM if Infinity fails to honour your request. Your statutory rights are clear; ensure Infinity respects them.