How to cancel 123.ie insurance from new zealand and secure your refund

What is 123.ie and why you might cancel your policy

123.ie is an Irish online insurance provider that sells motor, home, van, landlord, travel, health and life insurance entirely through its digital platform. The company operates from Dublin under Irish Financial Conduct Authority oversight, even when serving customers in New Zealand.

You may hold a 123.ie policy if you previously lived in Ireland, worked for an Irish employer, or purchased cover while travelling. If your circumstances have shifted, your cover no longer matches your needs, or you have found better value locally, cancelling your policy is achievable-though the process requires managing an Ireland-based system from across the Tasman.

Yafee specialises in guiding consumers through overseas cancellations. This guide walks you through exactly how to cancel 123.ie, what refunds you are entitled to under New Zealand consumer law principles, and what happens after you terminate your policy.

Products 123.ie offers

123.ie sells seven main insurance categories: car insurance, home insurance, van insurance, landlord insurance, travel insurance, health insurance and life insurance. Each product carries different cooling-off periods and cancellation fee structures, which we cover in detail below.

All policies are sold and managed from Dublin, which means cancellation forms, refund cheques, and customer service communications originate from Irish addresses. This does not complicate cancellation-it simply means you are working with an overseas provider subject to Irish consumer law.

Why cancelling matters now

If you have moved to New Zealand permanently or no longer require coverage in Ireland, keeping an active policy drains your account every month. Automatic renewals are standard practice, and 123.ie will continue to charge your payment method until you formally cancel. Taking action now stops unexpected charges and ensures your cover ends when you decide, not when the company chooses.

Your consumer rights when cancelling 123.ie

Irish consumer law and the Distance Marketing Directive grant you enforceable protection when cancelling a 123.ie policy, whether you are in New Zealand or elsewhere.

Cooling-off periods and your statutory protection

Irish consumer law grants you a cooling-off period for most 123.ie insurance products. This period typically runs for 14 days from the date you purchase the policy or receive your policy documents-whichever is later. During this window, you can cancel for a full refund without penalty, even if no cooling-off clause appears in your policy wording.

For life insurance, the cooling-off period extends to 30 days. If you cancel within this timeframe and have not made a claim, you receive your complete premium back. This protection is absolute: the insurer cannot charge you a fee or reduction if you cancel within the statutory window.

The critical rule: no claim must have been submitted during the cooling-off period. If you have already claimed, refunds may be reduced or forfeited entirely, as the insurer has borne the cost of your claim.

Mid-term cancellation rights and fees

After the cooling-off period closes, you retain the right to cancel anytime-but 123.ie applies cancellation fees and charges you only for the days you were covered. These mid-term fees vary by product type and are set out clearly in your policy schedule.

Your statutory rights do not expire after cooling-off. If 123.ie refuses to cancel or charges fees that are unfair or disproportionate, you can escalate to the Irish Financial Services and Pensions Ombudsman (FSPO). Yafee can advise you on whether proposed fees breach fair trading standards and help you lodge a formal complaint.

Data protection and policy records

After cancellation, 123.ie retains your policy records for the period required by Irish insurance regulations-typically six years. You have the right to request a copy of your policy file or ask for data deletion where Irish law allows. Submit these requests via 123.ie customer care alongside your cancellation notice.

Your legal position when cancelling 123.ie

You have the unconditional right to cancel a 123.ie policy at any time. Within the cooling-off period (14 days for most products, 30 days for life insurance), you are entitled to a full refund without penalty. After the cooling-off period, you can still cancel, but 123.ie may apply reasonable cancellation charges and pro-rata the refund to cover only the days you were insured. The Irish Financial Services and Pensions Ombudsman enforces these rights and can award compensation if the insurer breaches them.

How to cancel 123.ie step by step

You can cancel your 123.ie policy via online self-service, telephone, email, or post to the Dublin head office.

Step one: log into your 123.ie account online

1. Visit www.123.ie and select "Log In" at the top right of the homepage.
2. Enter your email address and password, then click "Sign In".
3. If you have forgotten your password, select "Forgot Password" and follow the reset link sent to your email inbox.
4. Once logged in, your dashboard displays all active policies under your name.

Step two: select the policy you wish to cancel

1. On your dashboard, locate the policy you want to cancel and click on it.
2. The policy details screen opens, showing your cover dates, premium amount, and cancellation options.
3. Read the "Cancellation" or "Manage Policy" section carefully to identify the exact cancellation button.

Step three: initiate cancellation through the online portal

1. Select the "Cancel Policy" or "Request Cancellation" button on your policy page.
2. 123.ie displays a confirmation screen asking you to confirm your cancellation request and your reason for cancelling (optional).
3. Review the refund amount shown on screen. This figure tells you what 123.ie will refund after deducting any cancellation fees or pro-rata charges.
4. Tick the box confirming you understand the terms and click "Submit Cancellation Request".
5. You receive an immediate on-screen confirmation and a cancellation reference number. Copy or screenshot this number for your records.

Step four: confirm receipt via email

1. Check your email inbox (including spam folders) for a cancellation confirmation from 123.ie within 24 hours.
2. This email confirms your cancellation date, refund amount, and the method by which 123.ie will return your money (usually direct bank transfer or cheque by post).
3. Keep this email as proof of cancellation and store it with your policy documents.

Alternative: cancel by telephone or email

If you do not have online access or prefer to speak with someone, you can cancel by telephone or email. Yafee recommends this method only if online cancellation fails, as you will need to provide proof of your request.

1. Telephone: Call 123.ie customer service on the number listed on your latest policy statement. Have your policy number and personal details ready. Ask the agent to confirm your cancellation date, refund amount, and the refund timeline in writing via email.
2. Email: Send a cancellation request to the customer care address listed on your policy documents. Include your policy number, full name, date of birth and the date you want your cover to end. Request written confirmation of the cancellation and refund amount within 5 working days.
3. Registered post: If email bounces or you receive no response within 5 days, send your cancellation request by registered post to 123.ie's Dublin office (address in the final section below). Keep proof of postage and a copy of your letter.

Step five: track your refund

1. Once 123.ie has processed your cancellation, it sends a refund via your chosen method (bank transfer typically within 5 to 10 working days, cheque by post within 14 days).
2. Check your bank statement for the refund amount. If it does not appear within the timeframe stated in your cancellation email, contact 123.ie customer care immediately and ask for a refund status update.
3. If 123.ie claims it has sent your refund but you have not received it within 14 working days, escalate to the Irish Financial Services and Pensions Ombudsman with proof of the cancellation email and your refund timeline.

What to expect after cancellation

Cancelling 123.ie is complete once you receive written confirmation from the company and your refund has posted to your account. You are no longer covered under that policy from the cancellation date.

Insurance cover ends on your cancellation date

Your 123.ie cover terminates on the exact date you specify in your cancellation request (or the date 123.ie confirms if you did not specify a date). From that moment, you have no coverage under that policy. If you need cover in New Zealand or still require insurance for a property or vehicle in Ireland, arrange a replacement policy before your 123.ie cover expires.

Your refund timeline

123.ie processes refunds in the following timeframes:

• Bank transfer (faster option): 5 to 10 working days from the cancellation date.
• Cheque by post: 10 to 14 working days from cancellation, plus postal transit time (typically 2 to 7 days depending on post service).

If your refund does not arrive within these windows, contact 123.ie customer care immediately with your cancellation reference number and a copy of your refund confirmation email.

Your policy documents and records

123.ie retains your policy file for six years (Irish insurance regulation requirement). You can request a copy of your cancelled policy at any time. Yafee recommends saving your own copies of cancellation emails, refund confirmations, and final policy statements for your records.

If you had a claim pending at cancellation

If you submitted a claim before cancelling, 123.ie may suspend your refund until the claim is resolved. Once the claim is settled, the company processes your refund. If a claim is still under investigation at the time you request cancellation, notify 123.ie in your cancellation request and ask for a timeline.

Common mistakes to avoid when cancelling

Cancelling 123.ie is straightforward if you follow the correct process-and nearly every misstep is avoidable with a little care.

Not obtaining cancellation confirmation in writing

If you cancel by telephone or email, do not rely on a verbal promise or an initial automated reply. Always request written confirmation of your cancellation within 5 working days, including your cancellation date and refund amount. Without this, you have no proof that 123.ie received your request if a dispute arises later.

Cancelling without checking the cooling-off window

If you are within 14 days of purchase (30 days for life insurance), you are entitled to a full refund. Confirm your purchase date on your policy schedule before cancelling. If you cancel before this date, do not accept a partial refund-insist on a full one. If 123.ie refuses, escalate to the Irish Financial Services and Pensions Ombudsman immediately.

Allowing automatic renewal to trigger

123.ie renews policies automatically unless you cancel beforehand. If your policy is set to renew in the next 14 days and you want to avoid the renewal charge, cancel immediately. If the renewal charge posts to your account before your cancellation takes effect, request a reversal as soon as you receive the cancellation confirmation.

Not updating your payment method before cancellation

Do not cancel your linked bank account or credit card before 123.ie processes your refund. If your payment method is no longer valid, your refund cannot post. Update your details in your 123.ie account before you submit the cancellation request, or provide a new bank account number to customer care when you cancel by email or phone.

Losing your cancellation reference number

Your cancellation reference number is your proof of the transaction. Screenshot or write down the reference number the moment you receive it. You will need it to track your refund and to lodge a complaint if the company fails to process the cancellation on time.

Refund timing and what to do if your money does not arrive

123.ie processes refunds quickly, but you must know exactly when to expect your money and what to do if it does not appear.

Expected refund timeframes

If your refund is late

1. Check your bank account carefully. Search for any transaction from "123.ie" or the company's trading name.
2. Wait until the maximum timeframe has passed (10 working days for transfers, 21 days for cheques including postage).
3. If the refund has not arrived, email 123.ie customer care with your cancellation reference number, the promised refund amount and the date you cancelled. Ask for urgent confirmation that the refund was processed and request the bank reference number if transferred.
4. If 123.ie does not respond within 5 working days, or if the company claims it sent the refund but your bank has no record, escalate to the Irish Financial Services and Pensions Ombudsman. Yafee can advise you on the escalation letter format and supporting evidence required.

Pricing and cancellation fee structure

Your refund depends on when you cancel and what type of product you hold.

Always request your refund amount in writing before you agree to cancel. If the figure shown on screen does not match what you expected, contact 123.ie and ask for a detailed breakdown of deductions.

How to complain if 123.ie refuses to cancel or keeps charging you

123.ie must cancel your policy if you request it. If the company refuses, charges excessive fees, or continues to charge you after you have cancelled, you have formal complaint rights under Irish law.

Step one: lodge a complaint with 123.ie directly

1. Email 123.ie customer care with the subject line "Formal Complaint: Cancellation Refusal" or "Formal Complaint: Unauthorised Charges".
2. State the exact problem: the date you requested cancellation, the fact that 123.ie has not honoured it, or the charges that continue after cancellation.
3. Include your policy number, cancellation reference number (if you have one), and copies of all relevant emails and bank statements.
4. Request a written response within 8 weeks (the Irish Financial Services and Pensions Ombudsman's standard timeframe).

Step two: escalate to the irish financial services and pensions ombudsman (FSPO)

If 123.ie does not resolve your complaint within 8 weeks, or if you are dissatisfied with its response, escalate to the FSPO. The FSPO is the independent dispute-resolution body for Irish financial services and can award compensation up to EUR 500,000 (approximately NZD 830,000).

1. Visit www.fspo.ie and complete an online complaint form.
2. Attach copies of your cancellation request, 123.ie's response (or proof that it failed to respond), and your correspondence with the company.
3. Describe the breach: for example, "123.ie refused to cancel my policy within the cooling-off period" or "123.ie applied cancellation fees that exceeded fair market rates".
4. The FSPO investigates and issues a determination within 8 to 12 weeks. If the FSPO upholds your complaint, 123.ie must comply with its decision or face regulatory sanctions.

Step three: yafee's escalation support

Yafee has helped thousands of New Zealand consumers resolve disputes with overseas insurance providers, including cases where refunds were withheld or cancellations were delayed. If you are struggling with 123.ie, Yafee can review your correspondence, advise you on your legal position, and help you draft a formal complaint to the FSPO if necessary.

Cancellation checklist

Use this checklist to ensure you have completed every step and protected your interests.

• I have located my policy number and logged into my 123.ie account (or found customer care contact details).
• I have noted the date I purchased the policy to confirm whether I am within the cooling-off period (14 or 30 days).
• I have submitted a cancellation request via 123.ie's online portal, telephone, or email and obtained a cancellation reference number.
• I have received written confirmation of my cancellation date and refund amount within 5 working days.
• I have saved or screenshotted the cancellation confirmation email and stored my cancellation reference number separately.
• I have updated my bank account details in my 123.ie account (if necessary) to ensure my refund can process.
• I have waited the full refund timeframe (5-10 working days for transfers, up to 21 days for cheques) before chasing the refund.
• My refund has arrived in my bank account, and I have verified the amount matches the cancellation confirmation.
• I have downloaded and saved copies of all 123.ie correspondence for my records.

Contacting 123.ie and filing your cancellation request

123.ie operates from Dublin, Ireland, and does not have a New Zealand office. All cancellations are processed through the Irish head office.

Primary contact methods

Irish head office address for registered post

If you are cancelling by registered post and the address is not clear on your policy, Yafee recommends contacting 123.ie's customer service team first via email or telephone to confirm the current mailing address. Insurance company office locations change, and sending your cancellation to an old address will delay your refund.

Yafee specialises in cancelling overseas insurance policies and has successfully guided thousands of New Zealand customers through the 123.ie cancellation process. If you encounter delays, refusals, or unexpected charges, Yafee can review your case, advise you on your rights under Irish and international consumer law, and help you escalate your complaint to the Irish Financial Services and Pensions Ombudsman. Contact Yafee today to resolve your 123.ie cancellation with confidence.