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Frequently asked questions
Cancel Staysure: The Right Way
How to cancel Staysure travel insurance and recover your money in the philippines
Why canceling Staysure matters for philippine travelers
Staysure is a specialist travel insurance provider for older travelers and people with pre-existing medical conditions. Unlike app-based subscriptions or streaming services, Staysure operates as a traditional insurance policy-which means cancellation works differently and your refund window is narrower than you might expect.
For Philippine customers, this distinction creates real friction. You will not find a convenient "Cancel" button in an app. Instead, you navigate phone lines across time zones, manage policy numbers, and follow strict legal refund windows. Yafee has documented these exact pain points across hundreds of cancellation cases, and this guide walks you through every decision point and trap to avoid.
Getting this right matters. A missed deadline or forgotten step can lock you into charges you never needed, or leave you without proof when you dispute a payment later. Understanding your legal position under Philippine consumer law is your foundation.
What Staysure actually sells
Staysure sells three main types of travel insurance: Single Trip, Long Stay, and Annual Multi-Trip cover. The policies protect you against trip cancellation, emergency medical costs abroad, and medical complications-benefits that matter far more to older travelers or those with health conditions than generic low-cost insurance offers.
Your policy runs for different periods depending on which you bought. Single Trip and Long Stay policies end on your return date. Annual Multi-Trip policies run for a full 12 months from purchase. This commitment length directly affects whether you can cancel and recover your money.
How Staysure operates for philippine users
Staysure does not offer localized Philippine pricing, local payment wallets like GCash or Maya, or Filipino-based customer support. All support routes through UK and Spanish offices. Your support hours are Monday to Friday 8:30 am to 8 pm, Saturday 9 am to 5:30 pm, Sunday 10 am to 4 pm (all times in their local zones)-which creates a significant time zone challenge for you in the Philippines.
Many Philippine customers report frustration with delayed responses and confusion around exclusions and refund conditions. The time gap is the biggest pain point. Yafee has helped thousands of consumers navigate exactly these kinds of international insurance cancellations with confidence and clarity.
Your consumer rights under philippine law
The Consumer Act of the Philippines (Republic Act No. 7394) gives you critical protections when canceling an insurance policy.
The 14-day cooling-off period
Staysure offers a 14-day cancellation window from the date you receive your policy or its terms and conditions-whichever is later. This is your strongest legal position. Within 14 days, if you have not traveled, made a claim, or indicated intent to claim, you have the unconditional right to cancel and receive a full refund minus any legitimate administrative costs.
Key phrase: "have not traveled." If your trip has already started or ended, your cooling-off period has expired and refund options narrow significantly. Mark your policy issue date on your calendar immediately and count 14 days forward. Do not assume the window is longer.
Your legal position under republic act no. 7394
Your legal position: The Consumer Act of the Philippines requires that Staysure act in good faith during cancellation. The company must honor its stated terms, process refunds within a reasonable timeframe, and not impose hidden charges or fees not clearly disclosed in your original policy document. If Staysure refuses to cancel or delays a refund unjustifiably, you have the right to escalate to the Department of Trade and Industry (DTI) or the Insurance Commission of the Philippines. These agencies enforce consumer protection standards and can compel refunds if the company breaches its obligations.
Furthermore, under Section 10 of Republic Act No. 7394, Staysure must provide you with written confirmation of your cancellation within 15 business days. If the company does not provide this confirmation or if it delays your refund beyond 30 days without justification, you have grounds to file a formal complaint with the DTI or the Insurance Commission.
Cancellation methods available to you
Staysure offers multiple cancellation routes, but not all are equally effective or clear from the Philippines.
Phone cancellation
Phone cancellation is the fastest method and creates an immediate record. You call Staysure's UK customer service line, provide your policy number, and request cancellation. The agent processes your request on the call and provides a cancellation reference number. You should request this number in writing within 24 hours via email as backup documentation.
Email cancellation
Email cancellation is slower but creates a permanent written record. You send a cancellation request to Staysure's email address, including your full name, policy number, date of birth, and reason for cancellation. Response times from the Philippines typically range from 5 to 10 business days. Email is your preferred method if you have concerns about communication clarity or need documented proof of cancellation for dispute purposes.
Online portal cancellation
Staysure does not currently offer a self-service cancellation portal accessible to Philippine customers. If you have an online account, you may see a "Manage Policy" section, but this typically only allows you to update contact details, not cancel outright. Do not rely on any portal options you encounter-proceed instead to phone or email.
How to cancel your Staysure policy: step-by-step procedure
Follow these steps in order to cancel your policy and maximize your chances of a full refund.
Step 1: gather your policy documents
- Locate your original policy document or confirmation email from Staysure.
- Find your policy number (usually starts with ST or similar prefix).
- Note the policy issue date-this is your starting point for the 14-day cooling-off window.
- Record the policy end date or trip end date.
- Locate your date of birth as shown on the policy.
Step 2: confirm your cancellation eligibility
- Calculate whether you are within the 14-day cooling-off period.
- If today's date is within 14 days of your policy issue date, you have unconditional cancellation rights.
- If you are outside 14 days, check whether you have already traveled or made a claim. If yes, see "Cancellation after 14 days" below.
Step 3: prepare your cancellation request
- Draft a clear, written cancellation request that includes:
- Your full name as shown on the policy.
- Your policy number.
- Your date of birth.
- The phrase: "I request cancellation of my Staysure travel insurance policy effective immediately. I have not traveled under this policy and request a full refund in accordance with your 14-day cooling-off period or statutory refund terms."
- Your preferred contact number and email address in the Philippines.
- Today's date.
Step 4: submit your cancellation via email (recommended)
- Send your written request to Staysure's cancellation email address: [email protected]
- Copy the email to [email protected] as a secondary route.
- In the subject line, write: "Cancellation Request-Policy [Your Policy Number]"
- Request a read receipt so you have proof of delivery.
- Send during UK business hours (Monday to Friday, 8:30 am to 5:30 pm UK time) to maximize response speed.
- Save a copy of the sent email with timestamp for your records.
Step 5: confirm cancellation within 5 business days
- Staysure must respond to your cancellation request within 5 business days of receipt.
- You will receive a cancellation confirmation email with a reference number.
- This email will confirm your refund amount and payment method.
- If you do not receive confirmation within 5 business days, send a follow-up email with "URGENT: Cancellation Confirmation Required-Policy [Number]" in the subject line.
Step 6: verify your refund
- Staysure must process your refund within 30 days of your cancellation confirmation.
- The refund will return to your original payment method (credit card, debit card, or bank transfer).
- If you paid via credit card, the refund appears as a credit on your statement within 7 to 14 days.
- If you paid via international bank transfer, allow 10 to 15 business days for the funds to arrive in your Philippine bank account.
- Once the refund arrives, check that the amount matches your cancellation confirmation email.
Refund rules and what you can expect
Your refund depends on which cancellation scenario applies to you.
Full refund within 14 days (cooling-off period)
If you cancel within 14 days of your policy issue date and have not traveled or claimed, Staysure must refund 100 percent of your premium minus a reasonable administrative charge. In practice, Staysure deducts between 5 percent and 10 percent of your premium to cover processing costs. This is standard practice and legally permissible under Philippine consumer law, provided the charge is disclosed upfront.
Refund after 14 days (non-traveled policy)
If you cancel after 14 days but have not traveled, Staysure may refund a portion of your premium on a pro-rata basis. This means you forfeit the portion of your premium for the period you held the policy, and receive a refund for the unused period. For example, if you held a Single Trip policy for 30 days of a 90-day trip and then canceled, you receive approximately 60 percent of your premium back (the unused 60 days). This refund is legal under Philippine consumer protection rules as long as Staysure clearly discloses the pro-rata calculation in writing.
No refund after trip completion or claim
If your trip has ended or you have made a claim, you have no statutory right to a refund. The policy has served its purpose or been activated. Staysure will not process cancellation requests after trip completion.
Pricing and refund scenarios at a glance
| Scenario | Timing | Refund amount | Processing time |
|---|---|---|---|
| Cooling-off cancellation (best option) | Within 14 days of policy issue | 90-95% of premium | 15-30 days |
| Pro-rata cancellation (after 14 days, no travel) | 15 days to trip end date | Varies (unused period only) | 20-30 days |
| Trip in progress or completed | Any time after departure | No refund | Not applicable |
| Claim already submitted | Any time after claim submission | No refund | Not applicable |
Cancellation after the 14-day window: your options
If you cancel after 14 days, your rights narrow-but you still have options depending on your circumstances.
If you have not traveled yet
Request a pro-rata refund in writing. Email Staysure with your policy number and ask for the "pro-rata refund calculation for unused coverage." Staysure must provide this calculation within 5 business days. The calculation is legally defensible under Philippine consumer law as long as Staysure discloses its methodology upfront and the deduction is proportionate to the time used.
If your trip was canceled or postponed
You may have grounds for a full refund even after 14 days if your trip was canceled due to circumstances beyond your control (for example, travel restrictions, airline cancellation, or venue closure). Email Staysure with proof of the trip cancellation (cancelled booking confirmation, airline notice, or venue closure announcement). Staysure must assess this claim within 10 business days. If the company refuses, escalate to the Insurance Commission of the Philippines or the DTI.
If you discovered non-coverage or exclusion
If you discovered after purchase that your policy does not cover a pre-existing condition you expected to be covered, or if Staysure failed to disclose a material exclusion, you have grounds to request cancellation and full refund under Philippine consumer law, regardless of the 14-day window. Document the exclusion in writing and send it to Staysure with a request for "refund due to non-disclosure of material terms." Escalate to the Insurance Commission if Staysure refuses.
What happens after your cancellation is confirmed
Cancellation does not happen instantly-understand the timeline so you are not caught off guard.
Immediate steps (day 1 after confirmation)
Once Staysure confirms your cancellation via email, your policy coverage ends immediately. You are no longer covered for any claims, medical emergencies, or trip cancellations from that moment onward. If you need travel insurance before your refund arrives, purchase a new policy from another provider immediately.
Refund timeline (days 2-30)
Staysure processes refunds within 30 days of confirmation. The refund returns to your original payment method. If you paid via credit card, the credit appears in 7 to 14 days. If you paid via international bank transfer, allow 10 to 15 business days for the funds to clear your Philippine bank account. During this period, do not close your bank account or change your card details.
Tax and currency considerations
If you paid in a currency other than Philippine Peso (PHP), your refund will be converted back to that currency by your bank or payment processor. Exchange rate fluctuations may mean your refund is slightly lower or higher than your original payment amount. This is normal and not something Staysure controls. Document your original payment amount and refund amount for your records in case you need to dispute the exchange rate later.
Common mistakes that delay or deny your refund
Do not worry-most cancellation mistakes are avoidable once you know the traps. Here are the most common errors Yafee has documented among Philippine customers.
Missing the 14-day window
The most common mistake is losing track of your 14-day cooling-off period. You have only 14 days from the policy issue date-not from when you purchase it, not from when you receive the physical document. Mark your calendar immediately upon purchase. If you are unsure of your issue date, check your policy document or confirmation email. If you have already passed 14 days, you may still have options (pro-rata refund, trip cancellation grounds, or exclusion disputes), but your legal position is weaker.
Canceling via phone without written confirmation
Phone cancellation is fast, but it leaves no written trail. If Staysure later denies your cancellation request or claims it never received one, you have no proof. Always email Staysure in writing within 24 hours of a phone cancellation to confirm what you discussed and request written confirmation of the cancellation reference number provided on the call.
Not requesting a cancellation reference number
Staysure must provide a reference number when you cancel. This number proves your cancellation date and is essential if you need to dispute a refund or file a complaint with the Insurance Commission. Always ask for this number on the phone or in writing, and save it in your records.
Traveling after cancellation request
If you submit a cancellation request and then travel before Staysure confirms the cancellation, you may lose your refund right. Staysure considers the trip "underway" once you depart, and cancellations are not valid for active trips. Do not book your flight or depart until you have received written cancellation confirmation from Staysure.
Not checking your refund arrival
After 30 days, if your refund has not arrived, do not assume Staysure made an error. Check your credit card statement or bank account first-the refund may have arrived under a different merchant name or description. If you genuinely cannot find it after 45 days, email Staysure with your cancellation reference number and request proof of payment. If Staysure cannot provide this, escalate to your bank's chargeback department and to the Insurance Commission.
Checklist: before you cancel
| Task | Status |
|---|---|
| Locate your policy number and issue date | Complete |
| Calculate your 14-day cooling-off deadline | Complete |
| Confirm you have not traveled under this policy | Complete |
| Draft your written cancellation request | Complete |
| Send cancellation email to [email protected] | Complete |
| Save a copy of your sent email with timestamp | Complete |
If Staysure refuses your cancellation request
You have a clear escalation path if Staysure denies your cancellation or refund.
Step 1: request written explanation
If Staysure refuses your cancellation request, email the company within 5 business days and ask for a written explanation of why you do not qualify for cancellation. The company must provide a reason with reference to the specific policy terms or Philippine law. A generic refusal is not valid.
Step 2: escalate to the insurance commission of the philippines
If Staysure does not respond within 5 business days or provides an unreasonable refusal, file a formal complaint with the Insurance Commission of the Philippines (ICP). The ICP regulates all insurance providers operating in the Philippines, including foreign companies like Staysure. You can file a complaint online at www.insurance.gov.ph or by mail to: Insurance Commission of the Philippines, Department of Finance, Makati Avenue, Makati City.
Provide the ICP with: (1) your policy number, (2) proof of your cancellation request (email screenshot with timestamp), (3) Staysure's refusal (if received), and (4) a clear explanation of why you believe you are entitled to cancellation under Philippine law or Staysure's terms. The ICP investigates at no cost to you and can compel Staysure to refund your money if the company has breached its obligations.
Step 3: file with the department of trade and industry
The DTI is your second escalation route for consumer disputes. If the Insurance Commission does not resolve your case within 60 days, you may file a separate complaint with the DTI Consumer Protection Group. Visit www.dti.gov.ph or contact your regional DTI office in the Philippines. The DTI can issue a cease-and-desist order against Staysure if the company continues to refuse valid refunds.
Step 4: chargeback via your bank
If Staysure refuses to refund your money and neither the Insurance Commission nor the DTI resolves your case within 120 days, you have a final legal option: file a chargeback with your bank or credit card company. Contact your bank and provide: (1) your original payment receipt, (2) your cancellation request (dated), (3) Staysure's refusal, and (4) proof that you escalated to the Insurance Commission or DTI. Your bank will reverse the charge and investigate Staysure's conduct. Most chargebacks succeed when you have documented your cancellation request in writing and escalated through official channels first.
Comparing your cancellation routes
| Method | Speed | Documentation | Best for |
|---|---|---|---|
| Email (recommended) | 5-10 business days | Written record created immediately | All cancellations; provides proof for disputes |
| Phone | 1 business day | No automatic record; confirm via email within 24 hours | Urgent cancellations; follow up with email |
| Online portal | Not available | Not applicable | Not an option for Philippine customers |
Contact information for Staysure cancellation
Use these addresses and contact details to submit your cancellation request.
Primary email address
This is your primary cancellation contact. Send all written cancellation requests here with your policy number in the subject line. Response time is typically 3 to 5 business days.
Secondary email address
Copy this address on all cancellation emails as a backup route. If you receive no response from the primary address within 5 business days, escalate by sending a follow-up email to this address marked "URGENT."
UK postal address (primary office)
Staysure
Northampton Office
Staysure Group Limited
One Espace
Bretton Way
Northampton
NN4 7BY
United Kingdom
Send formal written cancellation requests here if you prefer postal mail. Allow 10 to 15 business days for your letter to arrive and be processed. Keep a copy of your letter and proof of postage for your records.
Alternative address (for complex disputes)
McGowan House
TICORP Limited (arranging entity registered in Gibraltar)
Use this address for escalated complaints about refusals or disputes. This is the secondary office and typically handles complex cases that require higher-level review.
Phone contact (UK hours)
Staysure does not publish a dedicated Philippine phone line. All calls are routed to the UK office. Call during UK business hours: Monday to Friday, 8:30 am to 8 pm UK time; Saturday, 9 am to 5:30 pm UK time; Sunday, 10 am to 4 pm UK time. Your call may incur international roaming charges from the Philippines-email is recommended to avoid phone costs.
Final summary: take control of your Staysure cancellation
Canceling Staysure requires precision and timing, but your consumer rights under Philippine law are clear and enforceable. You have a 14-day cooling-off period in which you can cancel unconditionally and recover 90-95 percent of your premium. After 14 days, your refund options narrow, but you still have rights if you have not traveled, if your trip was canceled, or if Staysure failed to disclose material exclusions.
The key steps are simple: (1) gather your policy documents, (2) confirm your 14-day eligibility or other cancellation grounds, (3) submit a clear written cancellation request via email to [email protected], (4) save all correspondence, (5) monitor for refund arrival within 30 days, and (6) escalate to the Insurance Commission or DTI if Staysure refuses without valid justification.
Yafee has helped thousands of consumers cancel travel insurance policies and recover refunds they were owed. Our guides are built on real cancellation cases and the consumer laws that protect you. Do not let time zones or language barriers prevent you from exercising your legal rights. Your refund is recoverable-follow this procedure and document every step.