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Frequently asked questions
Cancel Coverwise: The Right Way to Protect Your Refund
How to cancel Coverwise in singapore and protect your refund rights
What you need to know about Coverwise
Coverwise operates as a travel insurance broker in Singapore, meaning it arranges policies between you and underlying insurers rather than issuing cover directly. This distinction matters when you cancel, because your refund entitlement and cancellation procedure depend on which insurer or administrator backs your specific policy. Understanding the structure protects your rights and ensures you direct your cancellation request to the correct entity.
How coverwise's broker model affects your cancellation
When you purchase a Coverwise policy, you receive policy documents naming the actual issuing insurer or administrator-not Coverwise itself. This third party controls your cover terms, claims process, and cancellation eligibility. Your policy schedule will identify whether your cover is issued by Coverwise's partner network or administered by entities such as INTER PARTNER ASSISTANCE S.A. (based in Italy) or other licensed insurers.
This structure means your cancellation request may need to go to Coverwise initially, but the final refund decision rests with your underlying insurer. Consequently, your cancellation timeline and refund amount depend on that insurer's terms, not Coverwise's booking terms alone. Yafee recommends checking your policy documents before initiating cancellation to identify the correct contact address and applicable cancellation rules.
Policy types and when cancellation makes sense
Coverwise offers single-trip policies for one-off journeys and annual multi-trip policies for frequent travellers. Premiums vary based on your age, destination, trip duration, and coverage level selected. Your cancellation eligibility depends on when you purchased, whether you have travelled, and whether any claim or claimable incident has occurred. If you have not yet travelled and fall within your cooling-off period, you have a statutory right to cancel and receive a full refund without penalty.
Your legal rights when cancelling travel insurance in singapore
Singapore's consumer law framework grants you specific cancellation and refund rights that Coverwise must honour regardless of its standard terms.
The 14-day cooling-off period under consumer protection law
Singapore consumer law provides you with a statutory 14-day free-look period from the date you receive your policy documents. During this window, you can cancel your policy and claim a full refund without penalty, provided you have not travelled, made a claim, or triggered any incident that could lead to a claim.
Your legal position: The Consumer Protection (Fair Trading) Act protects your cooling-off right as a statutory entitlement. Coverwise cannot waive this period, charge a cancellation fee during this window, or require you to provide a reason. If your policy was renewed automatically, your 14-day period runs from the renewal documentation date, not the original purchase date.
To strengthen your refund claim, state explicitly in your cancellation letter: "I am exercising my 14-day statutory cooling-off right." Confirm that you have not travelled, made a claim, or incurred any claimable loss. This removes ambiguity and prevents the insurer from disputing your refund on grounds you later discovered.
The consumer protection (Fair trading) act and dispute resolution
The Consumer Protection (Fair Trading) Act in Singapore protects you against unfair contract terms and misleading conduct by Coverwise or your insurer. If Coverwise refuses a legitimate cooling-off refund or applies terms that contravene this Act, you have a right to escalate your complaint.
The Monetary Authority of Singapore (MAS) oversees insurance conduct and licensing. If Coverwise or your insurer breaches fair dealing obligations, you can lodge a complaint with the Financial Industry Disputes Resolution Centre (FIDReC), Singapore's free, impartial dispute resolution body for insurance and financial services complaints. FIDReC handles disputes without requiring court action and can recommend compensation or policy reversal if the insurer acted unfairly.
Yafee advises documenting every communication with Coverwise and your insurer, including email timestamps, call records, and copies of all correspondence. This evidence strengthens your position if you need to escalate through FIDReC or seek legal review.
Step-by-step instructions for cancelling your Coverwise policy
Follow these structured steps to cancel your Coverwise policy and establish a clear record of your request.
Step 1: locate your policy documents and identify the correct contact
Your policy schedule or declarations page will list the issuing insurer or administrator's name and contact address. Most policies issued through Coverwise identify the underlying insurer prominently. Check whether your policy is administered by INTER PARTNER ASSISTANCE S.A., another licensed administrator, or directly by a named insurer.
You will find cancellation contact details on your policy documents or Coverwise's website. The primary cancellation address is Coverwise's official registered address in Gibraltar. An alternative address in Worthing, United Kingdom, is commonly used for general inquiries and cancellations. Depending on your policy documentation, you may need to direct your request to your underlying insurer's address as well.
Step 2: prepare your cancellation letter or email
Coverwise requires written cancellation requests. Email is acceptable if your policy terms confirm this method; otherwise, use recorded mail to establish proof of delivery. Your cancellation communication must include the following information:
- Your full name and date of birth
- Your policy number (found on your policy schedule)
- The policy cover dates (start and end dates)
- A clear statement: "I wish to cancel this policy"
- If within 14 days: "I am exercising my 14-day statutory cooling-off right"
- Confirmation that you have not travelled, made a claim, or incurred a claimable incident
- Your preferred refund method (bank transfer or credit card reversal)
- Your contact email and phone number
Keep the tone formal and factual. Avoid emotional language or lengthy explanations. The clearer and more concise your request, the faster your insurer can process the cancellation.
Step 3: submit your cancellation request to the correct address
Send your cancellation letter to Coverwise's registered address in Gibraltar or the alternative Worthing address listed on your policy documents. If your policy documents specify your underlying insurer's contact details, send a copy of your cancellation request to that address simultaneously. Using recorded mail or email with read receipts creates proof of submission, which protects you if the insurer later disputes receiving your request.
Yafee recommends retaining copies of your cancellation letter, proof of postage, or email confirmation for your records. These documents form the foundation of your complaint if the insurer refuses to honour your cancellation or delays your refund.
Step 4: track your refund and follow up if necessary
After submitting your cancellation request, the insurer typically confirms receipt within 5 business days. Your refund should be processed within 14 to 30 days of the cancellation date, depending on your insurer's standard procedure. If you submitted within your 14-day cooling-off period, the insurer must refund your full premium minus any claim-related deductions (which should not apply if you have not travelled or claimed).
If you do not receive confirmation within 10 business days, contact Coverwise or your insurer's customer service team to request a status update. Provide your policy number and the date you submitted your cancellation request. Document this follow-up communication in case you need to escalate later.
Refund timeline and payment methods
Understanding your refund entitlement and timeline prevents frustration and helps you identify delays that warrant escalation.
Full refund within the cooling-off period
If you cancel within 14 days of receiving your policy documents and have not travelled or made a claim, you are entitled to a full refund of your premium. The insurer deducts no administration fees or pro-rata charges during this period. Your refund should be processed and credited to your bank account or original payment card within 30 days, though most insurers complete this within 14 to 21 days.
Partial or pro-rata refunds outside the cooling-off period
If you cancel after your 14-day cooling-off period expires and have not travelled or claimed, your refund entitlement depends on your insurer's standard cancellation terms. Some insurers offer pro-rata refunds (a proportion of your premium for the unused period), while others apply a fixed cancellation fee. Review your policy documents for your insurer's cancellation charges. If you have travelled for part of your trip, your refund will be reduced proportionately.
Refund method and bank processing time
| Refund method | Processing time | Bank clearance time |
|---|---|---|
| Bank transfer (most common) | 14-21 days from cancellation date | 1-3 business days after dispatch |
| Credit card reversal | 14-21 days from cancellation date | 3-5 business days after dispatch |
| Cheque (if requested) | 21-30 days | 5-10 business days for clearance |
If your refund has not appeared within the insurer's stated timeline, contact your bank to confirm it received the payment. Sometimes delays occur at the banking stage, not the insurer's stage. Yafee recommends requesting a confirmation email with the refund reference number and expected arrival date when you submit your cancellation request.
Common mistakes to avoid when cancelling
Many travellers cancel their policies only to encounter unnecessary delays or refund disputes. Being aware of these pitfalls protects you from avoidable setbacks.
Mistake 1: cancelling by phone without written confirmation
If you cancel Coverwise by telephone, always request written confirmation of your cancellation request. Verbal cancellations are difficult to prove if the insurer later disputes receiving your request or denies you a refund. Ask the customer service representative to send you a confirmation email stating your policy number, cancellation date, and expected refund amount. Without this documentation, you have limited recourse if a dispute arises.
Mistake 2: assuming Coverwise is your insurer
Many policyholders believe Coverwise is their insurer and direct all communications to Coverwise alone. If your policy is administered by a third-party insurer, Coverwise may forward your cancellation request to that insurer, causing delays. Identify your actual insurer from your policy documents and send your cancellation request directly to both Coverwise and your insurer simultaneously. This eliminates the risk of your request being lost in the handover process.
Mistake 3: cancelling after you have travelled or made a claim
Your statutory 14-day cooling-off right is forfeit once you travel, even for one day, or once you make a claim or incur a claimable incident. Cancelling after travel means your refund will be calculated on a pro-rata basis and may attract cancellation fees. If you have already travelled and are unhappy with your cover, you have limited grounds for a full refund unless you discover a material breach or misrepresentation by the insurer.
Mistake 4: failing to confirm you are outside your cooling-off period
If you cancel after your 14-day cooling-off period has expired, state this clearly in your cancellation letter and ask for a refund under your insurer's standard cancellation terms. Do not claim a cooling-off right you do not have, as this can cause the insurer to reject your entire request while investigating your claim. Instead, request whatever refund entitlement applies under your policy's cancellation clause and escalate through FIDReC if the refund is refused or falls short of your expectations.
What to expect after cancellation
Once your cancellation is confirmed and your refund processed, several important actions protect your interests and ensure a clean break from your insurer.
Confirming your cancellation and obtaining written proof
After your refund is credited to your account, request written confirmation from Coverwise or your insurer that your policy has been cancelled as of a specified date. This confirmation protects you if the insurer later claims you were covered and tries to hold you liable for claims made after your intended cancellation date. Keep this confirmation alongside your cancellation letter and refund receipt for your records.
Checking your credit report and payment history
If you set up a recurring payment (monthly instalments or annual auto-renewal), confirm that your payment method has been removed from the insurer's system. Log into your bank account or credit card provider and check that no further charges appear after your refund date. If charges continue, contact your bank and ask them to block recurring payments to Coverwise or your insurer. Yafee recommends setting a phone reminder to check this 30 days after cancellation to catch any delayed billing.
Arranging replacement cover if needed
If you cancelled during your cooling-off period and now need travel cover, arrange alternative insurance before your trip begins. Do not travel uninsured, as you will lose all claim protection and may face significant out-of-pocket costs for medical emergencies or lost baggage. Purchase new cover immediately and confirm the new policy number and cover dates before departing.
When to escalate your cancellation dispute
If Coverwise or your insurer refuses to honour your cancellation request or delays your refund beyond the stated timeline, escalation through the appropriate regulator protects your rights.
Documenting your dispute for escalation
Before escalating, compile a complete record of your cancellation attempt. This should include your original cancellation letter, proof of postage or email confirmation, any responses from the insurer, and records of follow-up calls or emails. Write a brief summary (no more than one page) explaining why you believe your cancellation should be honoured or your refund should be paid. Yafee advises keeping this summary factual and free of emotional language, focusing on the specific legal basis for your claim (for example, "I cancelled within my 14-day cooling-off period as provided by the Consumer Protection (Fair Trading) Act").
Filing a complaint with FIDReC
If Coverwise or your insurer refuses your cancellation or does not respond within 30 days, file a complaint with the Financial Industry Disputes Resolution Centre (FIDReC). FIDReC is Singapore's independent, free dispute resolution body for insurance and financial services complaints. You can file your complaint online at FIDReC's website or by post. FIDReC will contact the insurer, request their response, and investigate your complaint impartially. If FIDReC determines the insurer acted unfairly, it can recommend compensation or policy reversal.
Escalating to the monetary authority of singapore
If FIDReC's recommendation is rejected by the insurer or if you believe the insurer has committed a regulatory breach, you can lodge a formal complaint with the Monetary Authority of Singapore (MAS). The MAS oversees insurance conduct and can take enforcement action against insurers that breach fair dealing obligations. Contact the MAS Consumer Assistance Centre to lodge your complaint. Include all documentation and explain why you believe Coverwise or your insurer has violated the Insurance Act or Consumer Protection (Fair Trading) Act.
Cancellation address and contact details
Direct your written cancellation request to one or both of the following addresses, depending on your policy documents:
| Contact type | Address | Method |
|---|---|---|
| Coverwise registered office (primary cancellation address) | Coverwise, Gibraltar (registered address on Coverwise website and policy documents) | Recorded mail or email (if policy terms permit) |
| Coverwise alternative address | Worthing, United Kingdom (listed on policy documents) | Recorded mail or email |
| Underlying insurer / administrator | INTER PARTNER ASSISTANCE S.A. (Italy) or insurer named on your policy schedule | Recorded mail or email to insurer's address |
| FIDReC (if dispute arises) | FIDReC, Singapore (www.fidrec.com.sg) | Online complaint form or post |
| MAS Consumer Assistance Centre (final escalation) | MAS, Singapore (www.mas.gov.sg) | Online form or telephone |
Ensure your cancellation letter includes your policy number, full name, date of birth, and the date you received your policy documents. Send copies to both Coverwise and your underlying insurer if they are listed separately on your policy schedule. Yafee has helped thousands of consumers cancel their travel insurance policies smoothly by following this structured approach, documenting every step, and knowing exactly when and how to escalate if the insurer fails to respond or refuses your legitimate cancellation request.