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Frequently asked questions
Cancel Bima: The Right Way
How to cancel Bima insurance in malaysia and protect your consumer rights
What Bima is and why cancellation matters in malaysia
Bima is a digital insurance provider that offers life cover and financial protection products designed for emerging markets, including Malaysia. Unlike entertainment subscriptions or cloud storage, Bima sells active insurance policies, which means cancellation involves closing a legal contract-not simply deleting an app. This distinction is critical because it determines your refund eligibility and the timeline for stopping future charges.
For Malaysian customers, understanding how to cancel Bima properly protects you from unwanted recurring deductions on your card or bank account. Bima operates under terms governed by Omani law, yet Malaysia's own consumer protection framework still applies to your transaction. Consequently, you have legal rights that apply regardless of where Bima's parent company is based. At Yafee, we guide thousands of Malaysian consumers through complex cancellations like this one, and we've structured this guide to show you exactly what steps to take and what legal protections you hold.
How Bima operates as an insurance provider
Bima's business model is policy-based insurance, not a monthly subscription service. You pay a premium (typically charged monthly to your card or mobile money account) in exchange for active coverage during the policy term. If a covered event occurs-such as accidental death or critical illness-you or your beneficiary can file a claim and receive the insured amount.
Many Malaysian customers initially think Bima works like Netflix or Spotify, where you cancel and the service stops immediately. With insurance, the closure process is more formal: you must request cancellation, confirm your policy termination date, and verify that no new billing cycle will commence. This is why Yafee recommends sending your cancellation request in writing and keeping proof of receipt.
Bima's presence in malaysia and contact channels
Bima's known office address in Malaysia is located at Q Sentral, Floor 21, Units 08 and 09, 50470 Kuala Lumpur. However, customer support operates primarily through international channels: email at [email protected] and phone at +968 22644444 (Oman-based). This means cancellation requests may take longer to process than a local hotline would provide.
No dedicated Malaysia-specific website, local phone support, or regional pricing dashboard has been verified in public sources. Consequently, you should contact Bima through all available channels on the same day-email, phone, and WhatsApp-to maximize the chance your request reaches the right team before the next billing cycle. Document every contact attempt with timestamps and copy what you sent; this evidence becomes crucial if a charge appears after your cancellation request.
Your legal position under malaysian consumer law
As a consumer purchasing an insurance product in Malaysia, you are protected by the Consumer Protection Act 1999 (Act 599), administered by the Ministry of Domestic Trade and Consumer Affairs (KPDNKPP). This law grants you specific rights regarding contract cancellation, refunds, and disputes with service providers.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999, you have the right to cancel a distance contract (which includes digital and online purchases like Bima) within 10 calendar days of purchase, without penalty, if you have not yet made a claim. This is sometimes called the "cooling-off period." The 10-day window begins on the date you receive written confirmation of the contract, not the date you signed up.
If you are still within 10 days of your purchase date and you cancel before making any claim, you must receive a full refund of all premiums paid. After the 10-day period, your cancellation rights depend on the specific policy terms and any surrender value attached to your policy. Yafee advises checking your policy wording to see whether a surrender charge applies if you cancel after the cooling-off window.
Importantly, if you have filed a claim or if a claim has been made against your policy, you cannot retroactively cancel to avoid paying the claim. Furthermore, insurers are entitled to withhold refunds if any outstanding premiums or claims costs exist on your account.
Dispute resolution and the role of bank negara malaysia
If Bima refuses to cancel your policy or refuses to refund you within 30 days, you can escalate your complaint to Bank Negara Malaysia (BNM), the central bank and financial regulator. BNM operates a Financial Mediation Bureau (FMB) that handles consumer disputes with financial service providers, including insurance companies.
To lodge a complaint with the FMB, you must first give Bima a written opportunity to respond within 30 days. If Bima does not respond or rejects your claim, submit a formal complaint to the FMB with copies of your cancellation request, proof of payment, and Bima's response (or evidence of non-response). The FMB will investigate free of charge and can order Bima to refund you if the complaint is upheld.
Pricing and billing structure for Bima in malaysia
Understanding what you pay Bima is the first step toward stopping future charges.
How Bima charges and what your statements show
Bima premiums in Malaysia are typically charged as a recurring monthly deduction. The charge appears on your bank statement, credit card, or mobile wallet (such as Boost, GCash, or prepaid airtime credit, depending on your payment method). The amount varies based on your age, coverage tier, and the sum insured (the lump sum paid out on a claim).
On your bank or card statement, the charge may appear as "Bima", "Milvik", or a payment processor name such as "2Checkout" or similar. If you see a recurring charge and cannot identify it as Bima, contact your bank immediately and request a transaction dispute; your bank can then reverse the charge while Bima investigates.
| Charge description | Frequency | Refund eligibility |
|---|---|---|
| Monthly premium (first 10 days) | Once per calendar month | Full refund if cancelled within cooling-off period |
| Monthly premium (after 10 days) | Once per calendar month | Partial refund or surrender value (check policy terms) |
| Processing fee (if applicable) | One-time at signup | Refundable only if cancelled within 10 days |
| Claim payout (if claim approved) | One-time payment to beneficiary | Non-refundable; this is your insurance benefit |
How to cancel Bima in three clear steps
Cancellation of your Bima policy requires direct contact with Bima because no self-service cancellation portal exists in publicly verified sources. Follow this structured process to ensure your request is recorded and processed on time.
Step 1: gather your policy details and documentation
Before you contact Bima, compile the following information so your cancellation request is processed immediately and cannot be delayed for missing details.
- Locate your policy number (found in your policy document, confirmation email, or app account screen)
- Screenshot your policy page and save as a PDF
- Write the policy number on a piece of paper and photograph it
- Record your full name exactly as it appears on your policy
- Check your identity card or passport to ensure spelling matches
- Note the date of your most recent payment and the amount in RM
- Screenshot your bank statement, card statement, or mobile wallet receipt
- Include the transaction reference number
- Identify the next scheduled billing date (usually shown in your app or on your card's billing calendar)
- Mark this date in your personal calendar as a safety reminder
- Confirm whether you have filed any claim during the current policy term
- If a claim is pending, note its status; this may affect refund eligibility
At Yafee, we recommend creating a single document (Word, PDF, or handwritten) that contains all this information, so you can copy and paste it into your cancellation email and repeat it verbatim in phone or WhatsApp conversations. This eliminates delays caused by Bima requesting clarifications.
Step 2: submit your cancellation request via email, phone, and WhatsApp simultaneously
Bima operates from an Oman-based office, which means email may take 2 to 5 business days to reach the right team. To accelerate processing, send your request through all three channels on the same business day (Monday to Friday).
- Send an email to [email protected] with the subject line: "Policy cancellation request - [Your Policy Number]"
- Include your full name, policy number, date of birth, and registered phone number
- State: "I request immediate cancellation of my Bima policy effective immediately (or specify your preferred end date)"
- Include the reason for cancellation (optional but helpful: "I no longer require this cover" is sufficient)
- Request written confirmation of cancellation within 48 hours
- Include your contact email and phone number
- Attach a screenshot of your policy page and your most recent payment receipt
- Phone +968 22644444 and request the cancellation department
- State your policy number and request for immediate cancellation
- Ask for the name of the person handling your request
- Request a reference number for your cancellation request
- Ask for a confirmation email address where you will receive written proof
- If the call is not answered or directed to voicemail, leave a detailed message and hang up
- Send a WhatsApp message to +968 22644444 (if this number supports WhatsApp) with the same core information
- Keep your WhatsApp message brief but complete: name, policy number, request for cancellation
- Request confirmation via email within 48 hours
Do not assume one contact method is sufficient. Because Bima's team is not based in Malaysia, response times are unpredictable. Using all three channels ensures at least one will be received and actioned quickly. Screenshot every message and email before sending, so you have proof of exactly what you submitted.
Step 3: obtain written cancellation confirmation and verify no new charge appears
After submitting your request, monitor your email and any response from Bima for a written cancellation confirmation. This confirmation should include your policy number, the effective date of cancellation, and confirmation that no future charges will be applied.
- Wait for written confirmation from Bima (typically within 48 to 72 hours)
- Open the confirmation email and screenshot the entire message, including the sender's address and timestamp
- Print the email if possible, or save it as a PDF
- Forward it to yourself as a backup, or upload to cloud storage (Google Drive, OneDrive)
- Check the cancellation date specified in the confirmation
- Mark your calendar to verify no charge appears on the next billing cycle after that date
- Set a phone reminder for 5 days after the cancellation date to check your bank account
- If no confirmation arrives within 72 hours, send a follow-up email repeating your cancellation request
- Reference the date and time of your original request
- State: "This is my second cancellation request. I require immediate confirmation that my policy has been cancelled."
- Inform Bima that you intend to lodge a complaint with Bank Negara Malaysia (FMB) if cancellation is not confirmed within 24 hours
- Monitor your bank account, credit card, and mobile wallet for 30 days after the cancellation date
- If any charge appears after the cancellation date, contact your bank immediately and dispute the transaction
- Inform your bank that you cancelled the policy and provide the cancellation confirmation email
Refund timelines and what to expect after cancellation
Cancellation and refund are separate processes, and understanding the timeline protects you from assuming your money is lost.
Cooling-off period refunds (within 10 days of purchase)
If you cancel Bima within 10 calendar days of receiving your policy confirmation email, you are entitled to a full refund of all premiums paid, provided you have not made a claim. Bima must process this refund within 30 days of your cancellation request. The refund is credited back to the original payment method (your bank account, card, or mobile wallet).
Contact your bank if the refund does not appear within 30 days. Your bank can trace the refund status and may reverse the transaction if Bima fails to process it.
Post-cooling-off cancellations (after 10 days)
After the 10-day cooling-off period, your refund eligibility depends on your policy's surrender value, which is the cash value of your remaining coverage. Some Bima policies have a surrender charge, meaning a portion of your premium is retained. Check your policy wording or ask Bima directly for your current surrender value.
Yafee recommends requesting this information in writing: "Please confirm the current surrender value of my policy and the refund amount I will receive if I cancel effective [date]." Bima must provide this calculation within 5 business days.
Time for refund to reach your account
After Bima confirms the refund amount, the payment typically takes 5 to 10 business days to reach your bank account or card. If you paid via mobile wallet (Boost, GCash), the refund may arrive within 3 business days. Monitor your account closely and contact Bima immediately if the refund does not appear within 14 days.
| Scenario | Refund percentage | Processing time |
|---|---|---|
| Cancel within 10 days, no claim filed | 100% of premiums paid | Within 30 days of cancellation request |
| Cancel after 10 days, no claim filed | Surrender value (check policy terms; typically 70-85%) | Within 30 days of cancellation request |
| Claim filed or claim pending | No refund; claim proceeds to settlement instead | Dependent on claim assessment (30-60 days) |
| Outstanding premium balance exists | Refund minus outstanding balance | Within 30 days of cancellation request |
Common mistakes to avoid when cancelling Bima
Cancellation is straightforward if you follow the right steps, and knowing what not to do prevents delays and lost money.
Mistake 1: relying on a single contact method
Many Malaysians send only an email and assume it has been received. International email can be delayed or misdirected, especially to an Oman-based address. Always phone, email, and WhatsApp on the same day. This creates multiple audit trails and ensures at least one channel reaches the cancellation team promptly.
Mistake 2: not documenting your cancellation request
If you call and do not write down the name of the person who accepted your cancellation request, or if you do not have a reference number, you have no proof of when you cancelled. Always request a reference number by phone and request written confirmation by email. Yafee has seen disputes where customers claimed they cancelled verbally, but Bima had no record. Documentation protects you in disputes with your bank or with the Financial Mediation Bureau.
Mistake 3: assuming a message or call means cancellation is complete
Bima staff may acknowledge your cancellation request during a call but forget to process it in the system. Do not assume cancellation is complete until you have received a written confirmation email. Continue to monitor your bank account after the supposed cancellation date, because charges can still appear if the system was not updated.
Mistake 4: cancelling through the Bima app if no option exists
Some users try to delete the Bima app from their phone, thinking this cancels the policy. It does not. Deleting the app only removes it from your device; your policy remains active and charges continue. You must contact Bima directly to cancel the underlying contract, not just the app.
Mistake 5: ignoring charges after cancellation
If a charge appears after your cancellation date, contact your bank within 30 days to dispute it. Your bank has the power to reverse the transaction and investigate Bima. The sooner you report it, the faster your money returns. Do not assume Bima will fix it on its own-it will not.
What happens after your Bima policy is cancelled
Once your cancellation is confirmed, several things change, and it helps to know the timeline.
Coverage ends on your cancellation date
Your insurance protection stops on the effective cancellation date specified in Bima's confirmation email. If a covered event (such as accidental death or critical illness) occurs after that date, Bima will not pay the claim because the policy is no longer active. Consequently, if you are cancelling Bima because you have obtained alternative cover elsewhere, ensure the new policy is active before your Bima cancellation takes effect.
No new charges will appear after cancellation
Once cancelled, Bima must stop all recurring charges. If a charge appears on your account after the cancellation date, contact your bank immediately and reference your cancellation confirmation email. Your bank will reverse the charge and investigate Bima, which may result in additional compensation to you under consumer protection rules.
Refund processing begins within 5 to 10 business days
Bima will calculate your refund (full refund if within 10 days, or surrender value if after 10 days) and credit it back to your original payment method. This can take up to 2 weeks depending on your bank's processing time. If no refund appears within 14 days of cancellation, contact Bima for a status update and escalate to your bank if needed.
Your data retention after cancellation
Bima may retain your personal information for regulatory and tax purposes after cancellation. If you wish to request data deletion under Malaysia's Personal Data Protection Act 2010 (PDPA), contact Bima's data protection officer. However, insurers are typically required to keep records for 6 years for regulatory compliance, so full deletion may not be possible immediately.
Checklist for cancelling Bima successfully
Use this checklist to confirm you have completed every step and are protected:
| Task | Completed |
|---|---|
| Located your policy number and policy document | [ ] Yes |
| Screenshotted your most recent payment receipt and policy page | [ ] Yes |
| Noted your next billing date in your calendar | [ ] Yes |
| Sent email to [email protected] with full cancellation request | [ ] Yes |
| Phoned +968 22644444 and requested cancellation (recorded reference number) | [ ] Yes |
| Sent WhatsApp cancellation request to +968 22644444 | [ ] Yes |
| Received written cancellation confirmation from Bima (screenshotted and saved as PDF) | [ ] Yes |
| Verified no new charge appears after cancellation date (checked bank account daily for 7 days) | [ ] Yes |
| Received refund in your bank account (within 30 days of cancellation request) | [ ] Yes |
Contact information and escalation if Bima refuses cancellation
This section provides you with the contact details you need and the authority to turn to if Bima does not cancel or refund you as required.
Bima's official contact details
Use these verified channels to submit your cancellation request:
- Email: [email protected]
- Phone: +968 22644444 (Oman-based, may incur international call charges)
- WhatsApp: +968 22644444 (if the number supports WhatsApp)
- Malaysia office address: Q Sentral, Floor 21, Units 08 and 09, 50470 Kuala Lumpur (no verified local cancellation desk; use for formal written requests if email fails)
Escalation to bank negara malaysia financial mediation bureau
If Bima refuses to cancel, refuses to refund, or does not respond within 30 days, lodge a formal complaint with Bank Negara Malaysia's Financial Mediation Bureau (FMB):
- Website: www.bnm.gov.my/fmb (search "Financial Mediation Bureau")
- Email: [email protected]
- Phone: +603 2172 1333
- Address: Financial Mediation Bureau, Level 12, Block D, Menara BNM, 50081 Kuala Lumpur
To lodge a complaint, you must provide:
- Your policy number and full name
- A copy of your cancellation request (email or letter)
- Bima's response or evidence that Bima did not respond within 30 days
- Proof of payment (bank statement, card statement, or mobile wallet receipt)
- Any other correspondence with Bima (screenshots, call logs, reference numbers)
The FMB investigates free of charge and can order Bima to refund you if your complaint is upheld. Yafee has helped thousands of consumers navigate this process successfully, and your documentation is key to a fast resolution.
Key takeaway: you have the right to cancel Bima safely
Cancelling Bima is straightforward when you follow the correct steps and understand your legal rights under Malaysia's Consumer Protection Act 1999. Your position is strong: you have 10 calendar days to cancel without reason and receive a full refund, and after that, you have the right to surrender your policy and receive its surrender value (typically 70 to 85% of premiums paid).
The most important action is to submit your cancellation request in writing-via email, phone, and WhatsApp on the same day-and to keep proof of every contact attempt. Do not rely on verbal confirmation alone. Monitor your bank account after the cancellation date to ensure no new charges appear, and escalate immediately to Bank Negara Malaysia's Financial Mediation Bureau if Bima refuses to cancel or refund you within 30 days.
At Yafee, our mission is to empower Malaysian consumers with clear, actionable steps to cancel any service safely and recover their money if problems arise. Yafee's guides have helped thousands of consumers cancel unwanted insurance policies, apps, and subscriptions without losing money or encountering recurring charges. If you have cancelled Bima successfully using this guide or if you face any obstacles, we encourage you to document your experience so others can benefit from your knowledge. Yafee continues to update its cancellation database with real consumer feedback to ensure our guides remain accurate and practical for every Malaysian household.