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Frequently asked questions
Cancel Autosure: The Right Way
How to cancel Autosure and reclaim your money in new zealand
What is Autosure and why you might want to cancel
Autosure is a New Zealand-based vehicle protection provider offering Mechanical Breakdown Insurance (MBI) and comprehensive car insurance products designed to protect against major mechanical and electrical failures. Many policies are distributed through vehicle dealerships, online channels, or underwritten by third-party insurers such as Vero for comprehensive cover.
You may decide to cancel if you have discovered better value with a competitor, purchased a different vehicle, no longer require the cover, or experienced unsatisfactory service. Regardless of your reason, New Zealand consumer law grants you specific rights throughout the cancellation process. Yafee has guided thousands of New Zealand vehicle owners through this procedure with clarity and confidence.
Who typically holds Autosure policies
Vehicle owners across New Zealand hold Autosure policies, either purchased directly online, through vehicle dealerships, or as part of a vehicle purchase agreement. If you acquired your policy through a dealer, that dealer can often assist with the cancellation process, which frequently accelerates the outcome.
Your consumer rights in new zealand
New Zealand consumer law provides you with enforceable protections when cancelling vehicle insurance and mechanical protection policies.
Consumer guarantees act and cooling-off periods
The Consumer Guarantees Act (CGA) establishes statutory protection for services purchased in New Zealand. For Autosure policies, you benefit from a 15-day cooling-off period for Mechanical Breakdown Insurance and a 21-day cooling-off period for comprehensive car insurance underwritten by Vero. During these windows, you can cancel your policy and receive a full refund provided you have not made a claim.
After these statutory periods expire, refunds depend on your policy terms and the underwriter's commercial practice. Outside the cooling-off period, Autosure or Vero are not legally required to refund you, although cancellation itself remains your legal right.
Your legal position: You have an absolute right to cancel during the cooling-off period with a full refund. After the period ends, the company may retain premium unless your policy document expressly permits a pro-rata refund or the Fair Trading Act is breached.
Fair trading act escalation
If Autosure refuses to process your cancellation or makes unreasonable demands, the Fair Trading Act 1986 protects you. The Commerce Commission enforces this Act and investigates complaints regarding unfair business conduct. You can lodge a formal complaint if you believe Autosure has acted unlawfully. Document all communication with Autosure, including dates, names of staff members, and response times, to support any future dispute or regulatory complaint.
Cancellation methods for Autosure
Autosure recognises written notice as the exclusive method for cancelling your policy, creating a clear audit trail for both you and the company.
Primary cancellation route
Written notice is the only method Autosure officially recognises for policy cancellation. This requirement protects both you and the company by establishing a documented cancellation date. You must post your written notice to Autosure's registered address or submit it through your purchasing dealer if you bought via that channel.
Using a dealer to cancel
If you purchased your Autosure policy through a vehicle dealer, that dealer can usually submit your written cancellation notice on your behalf. Request written confirmation from the dealer stating they have notified Autosure and the exact date they sent your cancellation request. Retain this confirmation alongside your own copy of the cancellation letter for dispute resolution purposes.
How to cancel Autosure step-by-step
Follow this clear procedure to ensure your Autosure cancellation is processed correctly and recorded promptly.
Step 1: gather your policy details
- Locate your policy number from your policy schedule or most recent renewal notice
- Check your email inbox for Autosure correspondence
- Review any physical policy documents sent by post
- Note your full name and vehicle registration details (make, model, registration plate)
Step 2: prepare your written cancellation letter
- Write a clear, dated letter using plain language that includes all essential information
- State clearly: "I wish to cancel my Autosure policy effective [date you want cancellation]"
- Include your full name, policy number, vehicle registration, and current address
- Specify whether you are within the cooling-off period (15 days for MBI, 21 days for comprehensive)
- Request written confirmation of cancellation and any refund calculation
- Keep a copy of this letter for your records before posting
Step 3: post your cancellation notice
- Send your letter via New Zealand Post to Autosure's registered PO Box address
- Use registered mail or courier to obtain proof of delivery
- Record the posting date and tracking number
- The proof of posting establishes your cancellation date for cooling-off period purposes
- Retain the receipt for at least 12 months
Step 4: follow up and obtain written confirmation
- Wait 5-7 working days for Autosure to process your cancellation
- Contact Autosure by phone to confirm receipt of your cancellation letter and provide your tracking number
- Request the name of the staff member who handled your cancellation
- Ask for written confirmation of the cancellation date and any refund amount
- If they claim not to have received your letter, lodge a second copy via courier with proof of delivery
Step 5: obtain written confirmation of refund
- Request written confirmation of your refund within 30 days of cancellation
- Confirm the refund amount and calculation method (pro-rata or full)
- Confirm the refund payment method and expected timeframe
- Verify your bank account details are correct if a direct transfer is being processed
- File this confirmation alongside your cancellation letter and proof of posting
Refund entitlements and timescales
Your refund depends on when you cancel and whether Autosure has underwritten or third parties such as Vero have underwritten your policy.
Within the cooling-off period
If you cancel within 15 days (MBI) or 21 days (comprehensive cover) of purchase, you are entitled to a full refund provided you have not made a claim. Autosure or Vero must process this refund within 30 days of receiving your written cancellation notice. The refund should be returned to your original payment method unless you specify an alternative bank account.
After the cooling-off period
Cancellations outside the statutory periods depend on your policy terms. Many Autosure policies permit pro-rata refunds, meaning you receive a refund for the unexpired portion of your premium. However, some policies may contain non-refundable terms. Check your policy document or request a refund calculation from Autosure before accepting a zero-refund position.
Common mistakes to avoid when cancelling
Cancellation is straightforward when you follow the correct procedure, and awareness of common pitfalls protects your legal position.
Mistake 1: cancelling by telephone alone
Do not attempt to cancel Autosure by telephone. While staff may acknowledge your verbal request, Autosure does not recognise telephone cancellations as official. Your cooling-off period may expire while the company claims not to have received your notice. Always submit written notice and retain proof of posting.
Mistake 2: using email without confirmation
Email is not listed as an approved cancellation method by Autosure. If you choose to email your cancellation request, follow this with a postal copy sent via registered mail or courier to establish an irrefutable record. Do not rely solely on email.
Mistake 3: missing the cooling-off period deadline
Your cooling-off period begins on the policy start date or purchase date, not the date you receive the policy document. Post your cancellation letter well before day 15 (MBI) or day 21 (comprehensive) to ensure it arrives and is processed within the statutory window. If posting on the final day, use courier with proof of delivery.
Mistake 4: failing to obtain written confirmation
Do not assume your cancellation is complete until you receive written confirmation from Autosure or Vero. Follow up in writing after 10 days if you do not receive acknowledgement. Yafee advises retaining all correspondence for disputes that may arise regarding refund amounts or cancellation dates.
Mistake 5: not checking whether a dealer can assist
If you purchased through a dealer, that dealer has a responsibility to facilitate cancellation on your behalf. Using a dealer can accelerate the process and provide an intermediary if disputes arise. Confirm the dealer will post your notice and provide written proof they have done so.
After your cancellation is processed
Once Autosure confirms your cancellation, take these final steps to protect yourself.
Verify cancellation in writing
Retain the written cancellation confirmation letter from Autosure for at least 6 years. This document is your proof the policy ended and forms your defence against any future billing attempts or claims disputes.
Check your refund has been paid
Monitor your bank account for the refund payment. If Autosure stated a refund would be processed within 30 days, contact them in writing on day 31 if payment has not arrived. Request a bank transfer receipt or proof of payment.
Confirm vehicle protection cover has ended
If your vehicle still requires protection, purchase a replacement policy before the cancellation effective date. Do not leave your vehicle uninsured, as you remain personally liable for damage or mechanical failure that occurs without cover.
Review your new policy arrangements
When you purchase replacement cover, ensure the new provider's cooling-off period and terms suit your situation. Yafee recommends comparing at least three providers before committing to a new policy.
Pricing and refund scenarios
The table below illustrates typical refund scenarios depending on your cancellation timing and policy type.
| Scenario | Policy type | Days elapsed | Refund entitlement | Refund timing |
|---|---|---|---|---|
| Cooling-off (MBI) | Mechanical Breakdown Insurance | 1-15 days | Full refund | Within 30 days |
| Cooling-off (Comprehensive) | Comprehensive car insurance | 1-21 days | Full refund | Within 30 days |
| Post cooling-off | Either type | 22+ days or 16+ days | Pro-rata or policy terms apply | 30-60 days |
| Claim lodged during cover | Either type | Any | No refund | Not applicable |
| Dealer cancellation | Either type | Any | As above, plus dealer assistance | 30-60 days |
| No claim, mid-term cancellation | Either type | 6-12 months | Pro-rata refund (policy permitting) | 30-60 days |
What to keep and what to discard
Retain the following documents for at least 6 years in case a dispute arises or Autosure makes a future claim against you.
- Original policy schedule and all renewal notices
- Your dated, written cancellation letter (keep a copy before posting)
- Proof of posting (registered mail receipt or courier tracking)
- Autosure's written cancellation confirmation
- Refund calculation and payment confirmation
- Bank statement showing the refund deposit
- Any correspondence regarding disputes over refund amounts
- Communications with your vehicle dealer (if cancellation was dealer-assisted)
You may discard renewal notices after 6 years if no dispute exists. Do not discard the original policy schedule or cancellation confirmation.
If Autosure refuses to cancel or refund
If Autosure refuses to process your cancellation or disputes your refund entitlement, escalate your complaint through the formal regulatory process.
Step 1: write a formal complaint letter
Send a dated letter to Autosure's management addressing the specific breach. State clearly that you have cancelled your policy in accordance with the Consumer Guarantees Act and Fair Trading Act, and that you expect confirmation and refund within 14 days. Include copies of your original cancellation notice, proof of posting, and the policy document clause supporting your refund claim. Yafee recommends sending this via courier with proof of delivery.
Step 2: lodge a complaint with the commerce commission
If Autosure does not respond within 14 days, lodge a formal complaint with the Commerce Commission. The Commerce Commission enforces the Fair Trading Act and has power to investigate breaches, award compensation, and issue enforceable undertakings. Your complaint must include all correspondence with Autosure, proof of posting your cancellation, and the policy document.
Step 3: consider the insurance complaints service (ICS) if applicable
If your Autosure policy is underwritten by Vero (a licensed insurer), you may also lodge a complaint with the Insurance and Complaints Service. The ICS is the industry ombudsman for New Zealand insurance and can investigate disputes over refunds and policy interpretation. This service is free to consumers.
Contact information and cancellation address
Submit your written cancellation notice to Autosure using the address below. Ensure you use registered mail, courier, or a proof-of-posting method to establish the exact date Autosure received your notice.
Autosure cancellation address (postal):
PO Box [contact Autosure directly for current registered PO Box address]
Auckland, New Zealand
If you wish to courier your cancellation notice, confirm with Autosure whether Ground Floor, Canon Building is the correct couriering address. Postal cancellation via the PO Box remains the safest method. Yafee recommends always retaining proof of posting regardless of the delivery method used.
Summary
Cancelling your Autosure policy is a straightforward process when you follow the written notice requirement and retain all documentation. Your rights under the Consumer Guarantees Act and Fair Trading Act protect you throughout. Submit your written notice by post using registered mail or courier, retain your proof of posting, and follow up in writing within 10 days if you do not receive acknowledgement. If you are within the 15-day (MBI) or 21-day (comprehensive) cooling-off period, you are entitled to a full refund. After the cooling-off period, your refund depends on your policy terms, although pro-rata refunds are common. If Autosure refuses to process your cancellation or disputes your refund, escalate your complaint to the Commerce Commission or, if applicable, the Insurance and Complaints Service. Yafee has helped thousands of New Zealand consumers cancel Autosure policies with confidence and clarity, and our guidance ensures you retain the legal evidence required for any future dispute. Begin your cancellation today by gathering your policy details and drafting your written notice.