Cancel Combined Insurance: The Right Way

How to cancel Combined Insurance in new zealand and protect your refund rights

Why cancelling Combined Insurance matters and what you need to know

Combined Insurance operates as a division of Chubb Insurance NZ, serving thousands of Kiwi policyholders with personal insurance products. Whether you've found cheaper cover, your circumstances have changed, or you simply no longer need protection, knowing how to cancel properly is essential. Cancelling the right way protects you from unexpected charges and ensures you receive any refund you're entitled to under New Zealand law.

The relationship between Combined and Chubb is important because administrative processes, customer service channels, and dispute resolution all flow through Chubb's infrastructure. This means when you cancel, you're working with Chubb's systems, even though your policy carries the Combined brand. Tocancel has helped thousands of consumers navigate this relationship and cancel with confidence.

Understanding why you might cancel

Life changes and your insurance needs do too. Your income shifts, your family circumstances evolve, or you find better value elsewhere. Whatever your reason, you have the right to cancel your policy and pursue any refund you're legally entitled to under New Zealand's consumer protection laws.

Many policyholders delay cancellation because they're unsure of the process or fear hidden fees. Tocancel removes that uncertainty so you can act with clarity and speed.

The Combined and chubb connection

Combined Insurance NZ is administered through Chubb Insurance NZ, so your cancellation request and any complaints follow Chubb's procedures. Escalation procedures and complaints handling route through Chubb's processes, not a separate Combined pathway. This means all written communications should be directed at Chubb to avoid delays and ensure your request reaches the right team.

Your legal rights under new zealand consumer protection law

New Zealand law gives you specific protections when cancelling insurance, and understanding these rights is your strongest position in any dispute.

The fair trading act 1986 and your right to clear information

The Fair Trading Act protects you against misleading conduct by insurers and ensures you receive accurate information about your policy terms, cancellation procedures, and refund eligibility. You have the right to receive clear information about cooling-off periods, cancellation terms, and any penalties before you commit to your policy.

If Combined or Chubb refuses to provide this information or acts misleadingly, you have grounds to escalate to the Financial Markets Authority (FMA), New Zealand's regulatory body for insurance conduct. Your legal position is straightforward: the insurer must give you plain, honest information about how to cancel and what happens next.

Cooling-off periods and your right to withdraw

Many insurance products in New Zealand include a 14-day cooling-off period (also called a "right of withdrawal") from the date of purchase or policy commencement. During this window, you can cancel without penalty and receive a full refund of premiums paid. This is a statutory right, meaning the law requires it unless specific exemptions apply to your policy type.

Combined Insurance does not publish a clear cooling-off statement on its public website, which Tocancel recommends treating as a red flag. Always request written confirmation of any cooling-off period applicable to your specific policy before paying your first premium. This written confirmation becomes your evidence if a dispute arises.

Refund entitlements and how pro-rata claims work

If you cancel outside the cooling-off period, you may still be entitled to a pro-rata refund of unused premiums. "Pro-rata" means your refund is calculated based on the portion of your policy term you have not yet used. For example, if you paid $1,200 for a 12-month policy and cancel after 6 months, you could receive approximately $600 back (minus any applicable fees).

The exact calculation depends on your policy terms and whether Combined applies an early termination fee. Always ask for a written refund calculation before accepting a cancellation offer. Tocancel advises keeping this calculation as proof of what you're owed.

Methods to cancel Combined Insurance

You have multiple channels to reach Combined Insurance and initiate your cancellation request.

Contact channels available to you

Combined Insurance operates through Chubb's customer service infrastructure, so you can initiate cancellation through phone, email, post, or via an appointed insurance broker if one sold your policy originally. Your policy document or the Chubb/Combined website will list current contact details and customer service hours.

Tocancel recommends starting with written communication (email or post) so you have a timestamped record of your cancellation request. Written records protect you if the company later claims they never received your request. If you prefer phone contact, always follow up with a written email confirming the conversation and the cancellation date you agreed to.

Using a broker to cancel on your behalf

If a licensed broker sold your Combined policy, they can submit your cancellation request directly to Chubb and often receive confirmation faster than you would contacting the insurer directly. This is a free service and places no obligation on you. The broker's role is to act as an intermediary, so your cancellation request carries the same legal weight whether you submit it yourself or through them.

Contact your original broker and ask them to cancel your policy in writing. Confirm that they will provide you with a written cancellation confirmation from Chubb, including the effective cancellation date and refund amount (if applicable).

How to cancel Combined Insurance step by step

Follow these steps to cancel your policy and create a clear, documented trail of your cancellation request.

1. Locate your policy number and gather your policy documents
   • Find your policy number on your policy documents or renewal notice
   • Have your personal details ready (full name, date of birth, address)
   • Note the date you want the cancellation to take effect
2. Write or call to request cancellation
   • For written requests (recommended): email Chubb's customer service or post your cancellation letter to the address listed below
   • Include your policy number, full name, and the date you want cancellation to take effect
   • State clearly: "I am requesting cancellation of my Combined Insurance policy effective [date]"
   • For phone cancellation: note the date, time, and the name of the person who handles your request
3. Request written cancellation confirmation
   • Ask Chubb to send you written confirmation within 5 working days
   • The confirmation must include the effective cancellation date and any refund amount due
   • Do not assume cancellation is complete until you receive this confirmation
4. Ask for a refund calculation in writing
   • Request a breakdown showing: total premiums paid, dates of cover, refund amount, and any fees applied
   • This calculation is your proof of what you're owed
   • Check it against your own calculation to ensure accuracy
5. Confirm refund receipt
   • Chubb should process refunds within 10 working days of the cancellation date
   • Check your bank account and match the amount to the refund calculation Chubb provided
   • If the refund does not arrive or is less than expected, keep all correspondence and escalate to the Insurance and Financial Services Ombudsman (IFSO)
6. Keep all cancellation records for your files
   • Save cancellation emails, letters, confirmation notices, and refund calculations
   • These documents protect you if a dispute arises later
   • Tocancel recommends keeping these for at least two years

Understanding Combined Insurance refunds and timelines

Refund timelines and calculations can feel opaque, but New Zealand law requires clear communication on both fronts.

How long refunds take and what to expect

Once you submit your cancellation request in writing, Chubb must acknowledge it within 5 working days and process the refund within 10 working days of the cancellation date. "Working days" means Monday to Friday, excluding public holidays in New Zealand. In practice, this means your refund should arrive in your bank account within 2 to 3 weeks of your cancellation request, depending on bank processing times.

If your refund has not arrived after 15 working days, contact Chubb in writing and ask for a status update. Include your cancellation confirmation number and the refund amount you were promised. Tocancel recommends not accepting verbal promises about refund timing; always get this in writing.

Refund calculation and early termination fees

Your refund is calculated as the unused portion of your premium, minus any applicable early termination fee. Combined Insurance's policy documents should clearly state whether an early termination fee applies and how much it is. Common early termination fees range from $0 to $50 NZD, depending on the policy type and how long you have held the policy.

Example: You paid $1,200 for a 12-month car insurance policy. You cancel after 3 months (9 months remaining). A pro-rata refund would be: (9 months / 12 months) x $1,200 = $900. If Combined applies a $25 early termination fee, your final refund is $875. Ask Chubb to break this down in writing so you can verify the calculation.

Refunds and the cooling-off period

If you cancel within the 14-day cooling-off period, you are entitled to a full refund of all premiums paid, with no early termination fee deducted. This is a statutory right under New Zealand's consumer protection law. Combined Insurance cannot charge you a fee to cancel during this window, even if the policy has been used or a claim has been lodged.

If Combined or Chubb refuses a full cooling-off refund, you have the right to complain to the Insurance and Financial Services Ombudsman (IFSO), which is the free dispute resolution service for insurance consumers in New Zealand. Tocancel advises submitting this complaint in writing within 12 months of the cancellation denial.

What happens after you cancel Combined Insurance

Cancellation is not the end of the process; several important steps follow to protect yourself and ensure a clean break.

Verifying the cancellation and updating your records

Once you receive your cancellation confirmation from Chubb, check that the effective cancellation date matches what you requested. If the date is different, contact Chubb immediately and ask for clarification. Your cancellation date matters because any claims lodged after that date will not be covered.

Update your own records to reflect the cancellation date. If the policy was linked to a loan or mortgage (some lenders require insurance), notify your lender that your Combined Insurance policy has ended. This prevents confusion later and ensures you have alternative cover in place if required.

Ensuring continuous cover during the transition

Never cancel your Combined Insurance policy until you have active cover in place with another insurer. A gap in cover can leave you vulnerable to claims, legal liability, and financial loss. Check your new policy's start date and ensure it overlaps slightly with your Combined cancellation date or begins the day after Combined ends.

For motor insurance, driving without active cover is illegal in New Zealand and can result in fines and penalties. For home or contents insurance, cancelling before new cover is active leaves your property unprotected. Tocancel recommends a 1 to 2-day overlap to ensure no gaps.

Monitoring for unexpected charges

After cancellation, continue monitoring your bank account and credit card statements for at least two billing cycles to ensure no further charges appear from Chubb or Combined Insurance. Occasionally, system errors or renewal payments process despite cancellation requests. If you spot an unexpected charge, contact Chubb immediately and request a reversal.

Keep your cancellation confirmation and refund calculation accessible so you can quickly reference them if questions arise. If Chubb disputes your cancellation claim, these documents are your proof.

Common mistakes to avoid when cancelling Combined Insurance

Cancellation feels straightforward, but small mistakes can cost you time, money, and stress. Here are the traps that catch most consumers.

Cancelling by phone without written follow-up

Phone cancellations leave no paper trail, and if the company later claims they never received your request, you have no proof. Always follow a phone call with a written email confirming the conversation. State the name of the person you spoke to, the date and time, and the cancellation date you agreed to. This email is your insurance against disputes.

Assuming silence means cancellation

Many consumers assume that because they submitted a cancellation request, the policy has ended. This is dangerous. Do not stop paying premiums or assume you're uninsured until you receive written confirmation of the cancellation date from Chubb. A missed payment could trigger a policy lapse, which damages your insurance record and may invalidate any claims you lodge during the gap.

Accepting a verbal refund promise

If a Chubb customer service representative promises you a refund amount over the phone, ask them to send it in writing. Verbal promises are difficult to enforce if the refund amount later changes or the money does not arrive. Written confirmation is your contract; hold the company to it.

Cancelling without alternative cover in place

Cancelling Combined Insurance before your new policy begins leaves you exposed. For motor insurance, this is illegal. For home, contents, or pet insurance, cancelling early exposes you to financial loss if a claim occurs during the gap. Arrange overlap between your old and new policies to maintain continuous protection.

Not requesting a refund calculation in writing

If you cancel outside the cooling-off period, ask Chubb to provide a written refund calculation that breaks down: total premiums paid, dates of cover, pro-rata refund amount, and any fees applied. Without this, you cannot verify whether the refund amount is correct. Tocancel advises treating any refund without a calculation as a red flag.

Pricing, cover types, and whether to cancel

Combined Insurance offers various cover types and pricing levels. The right choice depends on your circumstances and how much you're paying.

Compare your current Combined Insurance premium against quotes from other insurers. If you're paying more than 10 to 15 percent above the market average for comparable cover, cancellation and switching often saves money. Use comparison websites like Canstar Blue, Interest.co.nz, or direct insurer quotes to benchmark your premium.

Escalating complaints if chubb refuses to cancel or refund

Most cancellations proceed smoothly, but if Chubb refuses your cancellation request or disputes your refund entitlement, you have legal remedies.

The complaint process and your rights

If Chubb refuses to cancel your policy or denies a refund you believe you're entitled to, your first step is to lodge a formal complaint with Chubb in writing. Address your complaint to Chubb's complaints team and include: your policy number, the date of your cancellation request, copies of all communications, and a clear statement of what you're asking Chubb to do (e.g., "Cancel my policy and refund $X by [date]").

Chubb must respond to your complaint within 20 working days. If they refuse your complaint or do not respond within this timeframe, you can escalate to the Insurance and Financial Services Ombudsman (IFSO), which is New Zealand's free dispute resolution body for insurance consumers. IFSO can order Chubb to cancel your policy or pay a refund if they find in your favour.

When to involve the Insurance and financial services ombudsman (IFSO)

Contact IFSO if: Chubb refuses to cancel your policy; Chubb denies a refund you believe you're entitled to; Chubb fails to respond to your complaint within 20 working days; or Chubb's response is unsatisfactory. IFSO investigation is free and independent, and IFSO can award compensation up to $250,000 NZD (or $600,000 for certain disputes) if it finds Chubb has acted unfairly.

You must lodge your IFSO complaint within 12 months of the date you complained to Chubb or within 12 months of the incident that triggered your complaint (e.g., the denied refund). Tocancel advises submitting your IFSO complaint in writing with copies of all supporting documents, including your cancellation request, Chubb's response, and any correspondence about your refund.

When to contact the financial markets authority (FMA)

If you believe Chubb has breached the Fair Trading Act 1986 (e.g., by providing misleading information about cooling-off periods or refund entitlements), you can report this conduct to the Financial Markets Authority (FMA). The FMA is New Zealand's conduct regulator for insurance and can investigate systemic breaches and take enforcement action against insurers who deliberately mislead consumers.

The FMA does not handle individual complaints, but reporting breaches helps protect other consumers and can trigger regulatory investigations. Tocancel recommends reporting to IFSO first (for your own dispute) and then to the FMA if you believe Chubb's conduct is deliberate or affects multiple consumers.

Checklist before you cancel Combined Insurance

Use this checklist to ensure you do not miss any critical steps.

• Obtain quotes from at least two alternative insurers and confirm they can start cover on or before your Combined cancellation date
• Gather your Combined Insurance policy number and policy documents
• Write out your cancellation request, including your policy number, full name, and desired cancellation date
• Check your policy document for any cooling-off period or early termination fees
• If you're within 14 days of purchase, note that you're entitled to a full cooling-off refund with no fees
• Send your cancellation request by email or post (not phone) so you have a timestamped record
• Request written cancellation confirmation within 5 working days
• Request a written refund calculation that breaks down all charges and the final amount due to you
• Verify that your new insurance cover starts before or on the same day your Combined cover ends (do not leave a gap)
• Monitor your bank account for the refund within 10 working days of the cancellation date
• Keep all cancellation and refund documents for at least two years
• If the refund does not arrive, contact Chubb in writing and escalate to IFSO if necessary

Reviews and consumer feedback on Combined Insurance cancellations

Combined Insurance has a 4.5 out of 5-star rating on consumer review sites, reflecting generally positive experiences. However, reviews consistently mention mixed feedback on refund processing and cancellation transparency.

Common positive feedback includes: courteous customer service, straightforward claims process, and reasonable premiums for competitive cover. Common concerns include: slow refund processing, unclear cancellation terms on the website, and difficulty reaching customer service by phone during peak times.

Many consumers report successfully cancelling Combined Insurance and receiving refunds within the timeframes promised, particularly when they follow the written communication method outlined above. Tocancel's experience aligns with these reviews: success comes from clear documentation and written requests.

Cancellation address and contact information for Combined Insurance

Direct all cancellation requests in writing to the following address:

Chubb Insurance New Zealand Limited (Combined Insurance)
Private Bag, Wellington
New Zealand

For telephone enquiries, contact Chubb's customer service team on their publicly listed number (check your policy document or the Chubb website for current contact details, as phone numbers change). For email cancellation requests, use the email address listed on your policy or the Chubb website.

Always include your policy number, full name, address, and the date you want the cancellation to take effect. Tocancel recommends sending your cancellation letter by registered post or email with delivery confirmation so you have proof that Chubb received it.

Summary: cancelling Combined Insurance with confidence

Cancelling Combined Insurance is your right under New Zealand law, and the process is straightforward if you follow the correct steps. You are entitled to cancel your policy at any time, receive clear information about refunds and cooling-off periods, and escalate to the Insurance and Financial Services Ombudsman if Chubb refuses to honour your request.

Start with written communication, request written confirmation at every stage, ensure overlap between your old and new cover, and keep all documents for at least two years. If Chubb refuses to cancel or disputes your refund, IFSO is your free escalation point and can order the company to pay compensation if it finds in your favour.

Tocancel has helped thousands of consumers cancel insurance policies across New Zealand by breaking down the legal rights and practical steps into clear, actionable guidance. You can cancel with confidence, knowing exactly what you're entitled to and how to protect yourself if disputes arise. Act today, follow the steps above, and reclaim control of your insurance choices.