Cancel AIG: The Right Way to Get Your Refund

How to cancel your AIG travel insurance policy in australia and get your money back

Why you might want to cancel your AIG travel insurance

AIG Australia Limited offers travel insurance policies across a range of cover types-single-trip plans, annual multi-trip policies, and specialist mature-age products-sold directly or through brokers. Your product disclosure statement (PDS) sets out exactly what you're covered for: benefits, excesses, limits, and exclusions tied to your chosen cover level (Platinum, Gold, Silver, or Bronze).

You might cancel because your travel plans have changed, you've found cheaper cover elsewhere, or you've realised the policy doesn't match your needs. The good news is that Australia's consumer laws give you strong legal rights, and Tocancel is here to guide you through every step so you understand your options and avoid common pitfalls.

When cancellation makes sense

Cancellation is the right move if your trip is postponed or cancelled entirely. It also makes sense if you've discovered better value with another insurer, or if you've discovered you don't meet the eligibility criteria-for example, if AIG's pre-existing condition rules exclude you from cover. You should also cancel if the excess is higher than you're comfortable with or if the PDS excludes the destinations you're planning to visit.

Who should read this guide

This guide is for anyone holding a current AIG travel insurance policy in Australia-whether you bought a single-trip policy before your holiday or you're paying for annual multi-trip renewal. If you're unsure whether cancellation will refund your premium, or if you're worried about missing a deadline, Tocancel's step-by-step process will walk you through your rights and responsibilities so you can act with confidence.

Your consumer rights under australian law

Australian Consumer Law (ACL) protects you when you buy insurance, and those rights don't disappear just because the policy terms seem strict.

The cooling-off period and your right to change your mind

You have 14 days from the date AIG issues your policy to cancel without penalty. This cooling-off period is a statutory right under the Insurance Contracts Act 1984 (Cth), not a marketing offer. To use it, you must request cancellation in writing within 14 days, before any claim arises, and before your trip begins. AIG must refund your full premium if these conditions are met. Your legal position: the 14-day cooling-off period is a legal entitlement, not a courtesy. Check the issue date on your certificate of insurance immediately after purchase-it's the moment the 14-day countdown starts, and every day matters.

What australian consumer law says about fairness and transparency

The ACL requires insurers to act honestly and to avoid misleading or deceptive conduct. If AIG's PDS is unclear about exclusions (for example, known-event exclusions or pre-existing condition rules), or if the insurer misled you during the sale, you may have grounds to challenge a refusal to refund outside the cooling-off period. This means you should keep all communications-emails, screenshots, call recordings (if legal in your state), and proof of purchase-because the burden of proof rests with you.

Escalation: when to contact the australian financial complaints authority

If AIG refuses to refund your premium after the cooling-off period and you believe the refusal is unfair or caused by a breach of ACL or the Insurance Contracts Act, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) for free. AFCA can order AIG to refund you if it finds the insurer breached its obligations. You must complain to AIG first, allow 30 days for a response, and then escalate to AFCA if you're unhappy. This is your safety net when the insurer won't budge.

Your cancellation options: methods and contact details

AIG gives you multiple ways to cancel, and you have the right to choose the method that suits you best.

Cancel by phone

The fastest method is to call AIG's general enquiries line on 1300 030 886 during business hours. If your policy type has a dedicated number, use it-for example, Qantas travel insurance holders should call 1800 954 270. When you call, have your policy number and personal details ready, and ask the representative to confirm the cancellation in writing within 48 hours. Request a cancellation reference number so you have proof of the date and time you cancelled.

Cancel by mail

If you prefer a paper trail, post a written cancellation request to AIG's head office. Include your policy number, a clear statement that you wish to cancel, and your contact details. Send the letter via registered mail so you have proof of delivery. AIG will process your cancellation when the letter arrives, so allow 5 to 10 business days for the refund to appear in your account after AIG confirms cancellation.

Cancel online

Check your policy documents or AIG's website to see if you can cancel through your online account or customer portal. If this option is available, log in, locate your policy, and select "cancel." Take a screenshot of the confirmation page as evidence of your request. If AIG's website doesn't offer online cancellation, you'll need to use phone or mail.

How to cancel your AIG policy step by step

Follow these steps to cancel your policy cleanly and protect your right to a refund.

Step 1: gather your policy details

Before you cancel, collect the following information:

• Your AIG policy number (on your certificate of insurance)
• Your date of birth and full name as registered with AIG
• The issue date of your policy (so you know if you're within the 14-day cooling-off period)
• Your trip departure date (if applicable)
• Your contact email and phone number

Step 2: check your cooling-off eligibility

Count the days from the issue date on your certificate of insurance to today. If you're within 14 days and your trip hasn't started and you haven't made a claim, you're eligible for a full refund. If you're outside 14 days, you may still cancel, but a refund is not automatic-AIG may deduct a cancellation fee or pro-rata charges. Document today's date clearly so there's no dispute later.

Step 3: choose your cancellation method and initiate it

Decide whether to call, mail, or use the online portal. If you call, ask the representative for:

• Confirmation of your policy cancellation in writing within 48 hours
• A cancellation reference number and date
• An estimated refund amount and payment timeframe
• The email address where you'll receive the written confirmation

If you mail your request, send it registered post to:

AIG Australia Limited
Sydney Head Office
GPO Box 264
Sydney NSW 2001

If you use the online portal, take a screenshot of the confirmation page and note the date and time.

Step 4: request written confirmation

Always ask for written confirmation of your cancellation-whether by email, post, or online receipt. This confirmation should include your policy number, the cancellation date, and the refund amount. Keep this document in a safe place. If you don't receive written confirmation within 48 hours of your request, follow up immediately.

Step 5: monitor your refund

AIG typically processes refunds within 5 to 10 business days from the cancellation date. Check your bank account regularly. If the refund doesn't appear within 14 days, contact AIG's customer service again with your cancellation reference number and ask where your money is.

Refunds: what you're entitled to and when you'll receive it

Your refund depends on when you cancel and whether any claims have been made.

Within the 14-day cooling-off period

If you cancel within 14 days of the issue date, before your trip starts, and before any claim is made, you're entitled to a full refund of your premium. This is a legal right, not a discretionary courtesy. AIG must process this refund within 10 business days of receiving your cancellation request.

After the 14-day period

If you cancel after 14 days, AIG may deduct a cancellation fee (typically between 10% and 20% of your premium) and may pro-rata charges for the period of cover you've already received. The amount depends on your policy terms and how close your trip is to departure. AIG will outline the exact amount in its written cancellation confirmation.

If a claim has been made

Once you've made a claim on your policy, AIG will not refund your premium under any circumstances-even within the cooling-off period. Therefore, don't lodge a claim if you're planning to cancel.

Common mistakes to avoid when cancelling

Cancelling travel insurance can feel stressful, and it's easy to miss a deadline or overlook a detail that could cost you money.

Mistake 1: not counting the 14 days correctly

The 14-day cooling-off period runs from the issue date on your certificate of insurance, not from the purchase date or the date you paid. If you buy a policy on a Monday but AIG issues it on Wednesday, your 14 days start on Wednesday. Many customers count from the wrong date and miss their window for a full refund. Check your certificate immediately after purchase and mark the 14th day in your calendar.

Mistake 2: cancelling after your trip has started

Once you've departed on your trip, AIG will not refund your premium, even within 14 days. Cancel before you travel, not after. If your trip is cancelled by the airline or a lockdown, cancel your insurance immediately-don't wait for your refund to process first.

Mistake 3: making a claim, then trying to cancel

If you've submitted a claim-even a small one-AIG will refuse a refund. If you think you might need to cancel, do it before you lodge any claim. Once a claim is submitted, your cancellation rights disappear.

Mistake 4: not requesting written confirmation

If you cancel by phone and don't ask for written confirmation, AIG may claim it has no record of your request. Always request written confirmation and a cancellation reference number. Follow up in writing (email) if you don't receive it within 48 hours.

Mistake 5: not checking the cancellation fee

If you cancel after 14 days, always ask AIG to itemise the cancellation fee and pro-rata charges. Some customers discover weeks later that AIG deducted more than the policy terms allow. Query any fee that seems unreasonable and ask AIG to justify it in writing.

After cancellation: what happens next

Once you've submitted your cancellation request, you're not covered anymore, so make sure you have alternative arrangements in place if you're still travelling.

Your insurance cover ends immediately

The moment AIG receives your cancellation request, your cover stops. If your trip is still planned, arrange alternative insurance with another provider before you cancel AIG. If your trip is cancelled or postponed, check whether AIG will allow you to defer your policy to a future date instead of cancelling-this sometimes avoids cancellation fees.

Tracking your refund

AIG will refund you to the original payment method (credit card, debit card, or bank account). Check your bank statement 5 to 10 business days after the cancellation date. If the refund hasn't appeared within 14 days, contact AIG's customer service with your cancellation reference number and policy number, and ask for the transaction ID of your refund.

Keeping records for tax or dispute purposes

Save every communication from AIG-cancellation confirmation email, written confirmation, refund receipt, and bank statement showing the refund. If you ever need to dispute the refund amount or prove you cancelled within the 14-day window, these records will be your evidence. Keep them for at least two years.

When to escalate to AFCA

If AIG refuses to refund you and you believe that refusal breaches Australian Consumer Law or the Insurance Contracts Act, you have the right to lodge a complaint with the Australian Financial Complaints Authority.

Step 1: complain to AIG first

Send a written complaint to AIG's complaints officer, outlining why you believe you're entitled to a refund. Include your policy number, cancellation date, and a clear explanation of the breach. AIG must respond within 30 days. Keep a copy of your complaint.

Step 2: escalate to AFCA if AIG refuses or doesn't respond

If AIG refuses your complaint or doesn't respond within 30 days, lodge a complaint with AFCA for free. You can do this online at afca.org.au or by phone on 1800 931 678. AFCA will investigate and can order AIG to refund you if it finds the insurer breached its obligations. The process typically takes 8 to 12 weeks.

How to keep or cancel your AIG policy: a quick comparison

Use this table to decide whether cancelling is the right move for you.

Your cancellation checklist

Use this checklist to make sure you've covered every step and protected your right to a refund.

• [ ] I have checked the issue date on my certificate of insurance
• [ ] I know exactly which day the 14-day cooling-off period ends
• [ ] I have not made any claims on my policy
• [ ] My trip has not yet started (or I'm not travelling at all)
• [ ] I have gathered my policy number, full name, and date of birth
• [ ] I have decided on my cancellation method (phone, mail, or online)
• [ ] I have initiated my cancellation request
• [ ] I have requested written confirmation and a cancellation reference number
• [ ] I have taken a screenshot or photo of any online confirmation
• [ ] I have saved all emails and written confirmation from AIG
• [ ] I am tracking my refund in my bank account
• [ ] I have received my refund or know when to expect it

AIG australia contact information and mailing address

Here's how to reach AIG to cancel your policy or follow up on your refund.

Phone

General enquiries: 1300 030 886 (business hours)
Qantas travel insurance: 1800 954 270 (for dedicated support)

Postal address for cancellation

AIG Australia Limited
GPO Box 264
Sydney NSW 2001
Australia

What to include in your cancellation letter

If you're cancelling by mail, include the following in your letter:

• Your full name and date of birth
• Your AIG policy number
• Your contact phone number and email address
• A clear statement: "I request cancellation of the above policy, effective immediately"
• Today's date
• Your signature

Send the letter via registered mail and keep the receipt as proof of posting.

Take action now with tocancel

Cancelling your AIG travel insurance is straightforward when you know your rights and follow the right steps. You have a legal 14-day cooling-off period to cancel for a full refund if no claim has been made and your trip hasn't started. If AIG refuses to refund you outside that window, Australian Consumer Law and AFCA give you a safety net-you're not powerless.

Tocancel has helped thousands of consumers cancel unwanted policies, reclaim their money, and avoid costly mistakes. Whether you're cancelling because your trip is postponed, you've found cheaper cover, or the policy doesn't suit your needs, Tocancel's step-by-step guidance ensures you understand your options and take confident action. Visit Tocancel today to access additional resources, templates, and support as you work through your cancellation.

Don't let a cancellation fee or refusal catch you off guard. Act now, keep your records, and remember: your consumer rights are real, and Tocancel is here to help you exercise them.