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Frequently asked questions
Cancel Chubb: The Right Way
How to cancel your Chubb life insurance policy in malaysia and claim your refund
Understanding Chubb insurance and why you might cancel
Chubb is a global insurance provider operating in Malaysia through Chubb Insurance Malaysia Berhad, offering life cover, travel protection, motor insurance, home coverage, and cyber security products. Unlike a subscription service, your Chubb policy is a formal insurance contract where you pay premiums in exchange for financial protection against specific risks during the policy period.
You may decide to cancel your Chubb life insurance for several practical reasons: your financial circumstances have changed, you have secured better coverage elsewhere, or you no longer require the protection. Understanding the cancellation process is essential because stopping a policy is not instantaneous-it involves written notice, processing time, and potential refund calculations based on the unexpired portion of your coverage period.
What Chubb covers in malaysia
Chubb's Malaysian product range includes life insurance that provides family financial protection, travel insurance for trip-related risks, motor cover for vehicle damage or liability, home insurance for property protection, and cyber insurance for digital threats. Your policy is active from the commencement date until the renewal date or until you formally cancel it-whichever comes first.
The critical point is this: your policy remains in force and premiums continue to be charged on renewal unless you submit a cancellation notice before the renewal date. Many customers discover they have been charged another annual premium because they assumed cancellation was automatic or did not complete the formal written process.
Why cancellation matters to your finances
Cancelling your Chubb policy triggers a refund calculation based on how long the insurer has been on risk. If you cancel mid-policy and no claim has been made, you are entitled to a refund of the unearned premium, calculated on a pro-rata basis or according to the short-period rates in your policy wording. This refund is not automatic-you must claim it as part of your cancellation request.
The amount you receive depends on your cancellation date, the number of days remaining on your policy, and your original annual premium. For example, if you cancel with six months remaining on a 12-month policy and no claim has occurred, you should expect approximately half your premium back, subject to any administrative deductions permitted under Malaysian insurance law.
Your legal rights when cancelling Chubb in malaysia
Your right to cancel a Chubb policy and receive a refund is protected under Malaysian consumer legislation and insurance regulations.
Consumer protection act 1999 and your cancellation rights
Under the Consumer Protection Act 1999 (CPA 1999), you have the right to cancel an insurance contract within a specified cooling-off period, typically 10 to 15 days from the policy commencement date or receipt of the policy document, whichever is later. This is known as the "right to cancel" or "cooling-off period," and during this window, you may terminate the policy without penalty and receive a full refund of all premiums paid.
After the cooling-off period expires, you retain the right to cancel at any time, but your refund will be calculated according to the pro-rata principle-you only recover the unearned portion of your premium. The Insurance Act 1996 and the Financial Services Act 2013 further regulate insurance contracts in Malaysia and establish that insurers must honour valid cancellation requests within a reasonable timeframe.
Your legal position: You have a statutory right to cancel your Chubb policy at any time by providing written notice. The insurer must acknowledge your cancellation within seven working days and process your refund within 30 days, in accordance with standard industry practice and Malaysian consumer protection principles. If Chubb refuses to cancel or delays refund payment beyond 30 days, you may lodge a complaint with Bank Negara Malaysia (BNM) through the Financial Mediation Bureau (FMB).
Regulatory framework for insurance cancellations in malaysia
The Malaysian Insurance Commissioner, operating under Bank Negara Malaysia, oversees all insurance conduct in the country. Chubb Insurance Malaysia Berhad is regulated and must comply with the Insurance Act 1996 and guidelines issued by BNM regarding fair treatment of customers and prompt settlement of claims and refunds.
If you believe Chubb has acted unfairly-for example, by refusing to honour a cancellation request, applying incorrect refund calculations, or delaying payment unreasonably-you may escalate your complaint to the Financial Mediation Bureau (FMB), which provides free dispute resolution for consumers. The FMB has authority to order the insurer to cancel the policy, refund premiums, and pay compensation for distress or financial loss.
Cancellation methods available to you
Chubb provides multiple channels for submitting your cancellation notice, and each method creates a record of your request.
Written cancellation via email
Email is the fastest and most traceable cancellation method because it generates an automatic timestamped record. Send your cancellation request to the dedicated email addresses listed below, including your policy number, full name, IC or passport number, and the date you wish cancellation to take effect.
The primary email addresses for cancellation enquiries are:
- [email protected] - General cancellation requests
- [email protected] - Cancellation support (alternative channel)
- [email protected] - Customer care and general enquiries
When you email, include the subject line "Policy Cancellation Request" and ensure your email contains all required identification. Expect an acknowledgement within two to three working days.
Telephone cancellation through customer care
You may initiate cancellation by calling Chubb's Malaysian customer service team. The telephone number is 1-800-88-3226, and the lines are open Monday to Friday, 08:30 to 17:15 (excluding Malaysian public holidays).
When you call, have your policy number, full name, IC number, and recent premium receipt ready. The representative will verify your identity, confirm your cancellation request, and provide you with a reference number. Request that they email you a confirmation of the call and your cancellation request, as this creates a written record.
Written notice by post
You may submit a formal written cancellation notice by post to Chubb's registered office. This method is slower but creates a permanent paper record. Include your policy number, cancellation date, full name, contact details, and signature. Send the letter via registered mail so that you receive proof of delivery.
The notice of cancellation form is available on Chubb's Malaysian customer service portal, and you should include this completed form with your letter. Send your notice to the customer service address provided on your policy document or on the official Chubb Malaysia website.
Step-by-step cancellation procedure
Follow this structured process to cancel your Chubb policy without delays or disputes.
Step one: gather your policy documents and information
- Locate your policy number from your policy document or latest premium notice.
- Check your policy schedule for the exact coverage dates.
- Note the annual renewal date and the amount of your last premium payment.
- Prepare your identification: your full name as registered on the policy, Malaysian IC number or passport number, and date of birth.
- If your policy is in a different name (for example, a spouse or dependent), obtain written authority from that person.
- Take screenshots of your active policy status, recent premium transaction, and any online portal account showing coverage dates.
- Calculate the refund you expect: if you cancel mid-policy, estimate the number of days remaining and divide your annual premium by 365.
Step two: download or request the notice of cancellation form
- Visit the official Chubb Malaysia cancellation page at Chubb Notice of Cancellation.
- The form is available as a downloadable PDF.
- If you cannot access the form online, email [email protected] and request the Notice of Cancellation form to be sent to you.
- Complete the form in full capital letters or clear handwriting, including your policy number, cancellation effective date, and signature.
- Keep a copy of the completed form for your records.
Step three: submit your cancellation request via your preferred channel
- If sending by email: Attach the completed Notice of Cancellation form and send to [email protected] with the subject "Policy Cancellation Request."
- Include in the email body your policy number, full name, IC number, and the effective date of cancellation.
- Request an automatic acknowledgement or confirmation of receipt.
- If cancelling by telephone: Call 1-800-88-3226 during business hours, provide all required information to the representative, and request a confirmation email or reference number.
- Ask the representative to send you a written summary of the call.
- Note the date and time of your call and the name of the representative.
- If sending by post: Mail the completed form and a covering letter to the address on your policy, using registered mail.
- Keep the registered mail receipt as proof of posting.
- Allow 5 to 7 working days for delivery.
Step four: confirm cancellation acknowledgement within seven working days
- You should receive an acknowledgement from Chubb within 2 to 3 working days of submission.
- If you do not receive acknowledgement by day 5, send a follow-up email to [email protected] referencing your original request and asking for confirmation of receipt.
- The acknowledgement should include a cancellation reference number, the cancellation effective date, and an estimated refund amount.
- Review the acknowledgement carefully: verify that your policy number, cancellation date, and refund calculation are correct.
Step five: monitor your refund and stop any future premium charges
- Chubb must process your refund within 30 calendar days of the cancellation effective date.
- The refund is typically credited to the bank account registered with your policy.
- Contact your bank if the refund does not appear within 30 days.
- Check your bank account and Chubb online portal to confirm cancellation and refund receipt.
- If you have a renewal date within the next two weeks, contact Chubb immediately to confirm that no further premiums will be charged after your cancellation date.
Refund eligibility and calculation
Your refund entitlement depends on when you cancel and whether any claims have been made.
Refunds during the cooling-off period
If you cancel within 10 to 15 days of the policy commencement date (or receipt of the policy document, whichever is later), you are entitled to a full refund of all premiums paid, less any authorised deductions for regulatory compliance or documentation processing. This is your statutory right under the Consumer Protection Act 1999.
Refunds after the cooling-off period
After the cooling-off period, your refund is calculated on a pro-rata basis. The formula is:
Refund = (Annual Premium) × (Days Remaining on Policy / 365)
For example, if your annual premium is RM500, you cancel with 180 days remaining, and no claim has been made, your refund would be approximately RM246. Chubb may deduct a small administration fee (typically RM10 to RM30) from this amount if permitted by your policy terms.
Refunds if a claim has been made
If you have submitted a claim or the insurer has incurred costs during the policy period, your refund may be reduced by the claim amount or loss adjustment costs. Read your policy document carefully to understand whether claims trigger forfeiture of any refund.
| Cancellation scenario | Refund entitlement | Timeline |
|---|---|---|
| Within cooling-off period (10-15 days) | Full refund of premiums paid | 7-14 days |
| After cooling-off, no claim made | Pro-rata refund of unexpired period | 30 days |
| After cooling-off, claim approved | Refund reduced by claim payout | 30-45 days |
| After cooling-off, outstanding premiums owed | Refund offset by arrears | 30 days |
What happens after your cancellation is processed
Once Chubb confirms your cancellation, several administrative steps occur automatically.
Policy termination and cover cessation
Your Chubb insurance coverage ends on the cancellation effective date you specified. From that date onwards, you are no longer insured under the policy, and you cannot make claims for events occurring after the cancellation date. If you have dependants or beneficiaries, inform them that the life cover protection has ceased.
Final refund processing
Chubb will calculate your final refund, apply any authorised deductions, and transfer the funds to the bank account registered on your policy. You should see the refund appear in your bank account within 30 days of the cancellation effective date. If your refund does not arrive within 35 days, contact Chubb's customer care immediately and request an urgent investigation.
Preventing accidental renewal or duplicate charges
After cancellation, you should still receive a renewal notice from Chubb approximately 30 days before what would have been your renewal date. Retain this notice as proof that the policy has been terminated. Do not pay any renewal premiums after your cancellation date, as you are not entitled to coverage after that date.
Common cancellation mistakes and how to avoid them
Cancellation disputes are often preventable if you understand the pitfalls most customers encounter.
Assuming verbal confirmation equals cancellation
A phone conversation with Chubb's customer service does not cancel your policy unless you receive written confirmation afterwards. Always request that the representative send you an email summary of your cancellation request. Without this written record, you cannot prove that you cancelled, and Chubb may charge your next premium.
Sending your request to the wrong email address
Chubb operates multiple customer service inboxes, and cancellation requests sent to the general customer care email may be delayed or misrouted. Always send your cancellation to [email protected] or [email protected] specifically. Include "Cancellation Request" in the subject line so your email is flagged as urgent and prioritised.
Not including all required identification information
Chubb cannot process a cancellation without verifying your identity. Your request must include your full name exactly as it appears on the policy, your IC or passport number, your policy number, and your date of birth. Incomplete requests are sent back for clarification, adding five to seven days to the timeline.
Missing the deadline before renewal
If your renewal date is within seven days and you have not yet submitted your cancellation, call 1-800-88-3226 immediately instead of sending an email. Phone requests are processed faster, and the representative can confirm over the phone that your cancellation will take effect before the renewal date. If the renewal processes before your cancellation is confirmed, you may be charged for another policy period and must claim the full refund afterwards.
Forgetting to chase your refund
Chubb is obligated to refund within 30 days, but this timeline is only enforced if you follow up. Mark the date in your calendar 30 days from your cancellation effective date. If your refund has not arrived by that date, immediately contact Chubb and request written confirmation of the refund status and expected payment date. Persistence matters; customers who chase refunds receive them faster.
Comparing your cancellation options
Different cancellation methods have distinct advantages depending on your urgency and preference for a paper trail.
| Cancellation method | Speed | Written record | Best for |
|---|---|---|---|
| Email to [email protected] | 2-3 days acknowledgement | Automatic timestamped record | Most customers; fastest and most traceable |
| Telephone 1-800-88-3226 | Same day processing | You must request confirmation email | Urgent cancellations before renewal date |
| Post to registered office | 5-7 days for delivery plus 3-5 days processing | Registered mail receipt required | Customers without email access |
| Online portal (if available) | Immediate submission | Depends on portal functionality | Policy holders with active online accounts |
For most Malaysian consumers, email remains the optimal choice because you receive an immediate timestamp, Chubb's system automatically logs your request, and you have a permanent copy in your inbox. Yafee recommends that you always use email for cancellations unless your renewal is imminent, in which case a phone call followed by an email confirmation provides the fastest and safest outcome.
Escalation and dispute resolution if Chubb refuses cancellation
If Chubb refuses to cancel your policy, delays processing beyond 30 days, or applies an incorrect refund calculation, you have formal redress options.
Internal complaint procedure
Submit a written complaint to Chubb's complaints department, clearly stating that your cancellation request was refused or delayed and requesting written explanation of the refusal. Reference the Consumer Protection Act 1999 and the Insurance Act 1996 to establish your legal position. Provide copies of all email correspondence, cancellation forms, and acknowledgements. Chubb must respond to your complaint within 14 days.
Financial mediation bureau (FMB) escalation
If Chubb's response is unsatisfactory or does not address your complaint, lodge a formal dispute with the Financial Mediation Bureau (FMB), which operates under Bank Negara Malaysia. The FMB provides free dispute resolution and has authority to order Chubb to cancel the policy, refund premiums, and pay compensation for distress or financial loss caused by the refusal or delay.
To escalate to the FMB, visit www.bnm.gov.my/fmb or contact them directly. Provide copies of all correspondence, your original cancellation request, and a detailed explanation of why Chubb's handling of your cancellation was unsatisfactory. The FMB typically resolves disputes within 60 days.
Checklist for cancelling your Chubb policy successfully
Use this checklist to ensure you have completed all necessary steps before, during, and after submitting your cancellation request.
- Gather your policy number, full name, IC number, date of birth, and latest premium receipt.
- Calculate the expected refund amount based on cancellation date and remaining policy period.
- Download the Notice of Cancellation form from chubb.com/my-en/customer-service/notice-of-cancellation.html.
- Complete the form in full capital letters with your policy number and cancellation effective date.
- Send the completed form and cancellation letter to [email protected] with "Cancellation Request" in the subject line.
- Retain a copy of your cancellation email and the form for your records.
- Expect acknowledgement within 2 to 3 working days; if none arrives by day 5, send a follow-up email.
- Verify the cancellation reference number, effective date, and estimated refund amount in the acknowledgement.
- Mark your calendar 30 days from the cancellation effective date as the refund deadline.
- Check your bank account on day 30; if no refund appears, contact Chubb immediately.
- Retain the renewal notice you receive 30 days before your original renewal date as proof of cancellation.
- If Chubb refuses or delays, lodge a complaint with the Financial Mediation Bureau (FMB).
Why yafee is your trusted partner for insurance cancellation guidance
Cancelling an insurance policy involves understanding your consumer rights, navigating procedural requirements, and ensuring you receive your full refund entitlement. Many customers feel unsure about whether they are taking the right steps or whether they are being treated fairly by the insurer.
Yafee is a consumer contract law specialist committed to helping you understand your rights and obligations in any cancellation scenario. Our team has reviewed Chubb's Malaysian policies and verified the cancellation procedures, timelines, and refund calculations outlined in this guide. Yafee has helped thousands of consumers cancel their insurance policies and recover refunds they were entitled to but did not know how to claim.
Whether your issue is a delayed refund, an unclear cancellation procedure, or a dispute over refund calculation, Yafee provides clear, actionable guidance grounded in the Consumer Protection Act 1999 and Malaysian insurance regulations. Visit Yafee.com today to explore our other contract law guides and discover how we can support your consumer protection needs.
Contact details for Chubb malaysia cancellation
Email (recommended):
- [email protected] (primary cancellation email)
- [email protected] (alternative support)
- [email protected] (general enquiries)
Telephone:
- 1-800-88-3226 (Monday to Friday, 08:30-17:15, excluding public holidays)
Online:
Dispute escalation:
- Financial Mediation Bureau: www.bnm.gov.my/fmb