Cancel Liberty: The Right Way to Get Your Refund

How to cancel Liberty insurance singapore and claim your refund

Understanding Liberty insurance and why you might cancel

Liberty Insurance Singapore is a general insurance provider offering personal and commercial coverage in health, motor, travel and specialist insurance to individuals and businesses across Singapore.

The company manages your premium payments, issues policy documents and processes cancellations in line with Singapore's regulatory framework. You may wish to cancel Liberty coverage if you've found a more affordable provider, no longer need the cover, or prefer to consolidate your policies elsewhere. Whatever your reason, you have legal rights that protect you throughout the cancellation process, and Tocancel is here to help you understand and exercise those rights confidently.

Core insurance products offered

Liberty's portfolio typically includes short-term health plans such as EzCare and proMedico, alongside motor, travel and specialist coverage options. Each policy comes with a written policy schedule that outlines your specific terms, exclusions, cancellation procedures and refund conditions. Your policy schedule is your primary reference document throughout your cancellation journey, so keep it accessible.

Common reasons for cancellation

You may cancel if you've switched to a competitor with better rates, your circumstances have changed and you no longer need cover, or you're consolidating multiple policies with a single provider. The key point is that you retain the right to cancel at any time, and Singapore's consumer protection laws ensure you're treated fairly during that process.

Your consumer rights when cancelling Liberty insurance

Singapore's Consumer Protection (Fair Trading) Act and the Monetary Authority of Singapore's (MAS) insurance regulatory framework give you specific protections when you decide to cancel your policy.

The 14-day free-look period explained

All insurance policies sold in Singapore must include a mandatory 14-day free-look period, beginning from the date you receive your policy documents. During this window, you can cancel in writing and receive a full refund of your premium without penalty or questions asked. This is a non-negotiable consumer right designed to protect you if you change your mind after purchasing.

Your legal position: Count your 14 days from the delivery date shown on your email receipt or postal confirmation, not from when you opened the documents. If Liberty posted your policy by mail, the free-look period may begin 7 days after posting according to common local practice. Document this date in writing to avoid losing your deadline. This deadline is absolute, so act early if you intend to cancel within the free-look period.

Your rights after the 14-day window closes

After 14 days, you still retain the right to cancel at any time, but refunds transition from full premium to unearned premium only. Unearned premium means you receive a refund only for the portion of your policy that remains unused. Liberty must still handle your cancellation fairly, process your request within a reasonable timeframe (typically 14-30 days) and provide written documentation explaining how any refund was calculated.

If Liberty refuses to process your cancellation, withholds a refund you believe is unjust, or fails to respond within a reasonable period, you can escalate your complaint to the Monetary Authority of Singapore (MAS). The MAS is the financial regulator that oversees insurance conduct and will investigate your complaint at no cost to you. Tocancel recommends documenting all communications with Liberty so you have evidence to present to MAS if escalation becomes necessary.

How to cancel Liberty insurance step-by-step

Cancellation requires written notice sent to Liberty's official address to ensure your request is formally recorded and processed without delay.

Cancelling within the 14-day free-look period

1. Identify the exact date you received your policy documents.
   • Check the postmark date on the envelope if you received the policy by post.
   • Check the email timestamp if you received the policy digitally.
   • Contact Liberty's customer service immediately if you're unsure of the official receipt date.
2. Prepare a written cancellation notice (email or signed letter).
   • Include your full name, policy number, date of birth and the date you received your policy documents.
   • Write clearly: "I wish to cancel this policy within the 14-day free-look period and request a full refund of the premium paid."
   • Date and sign the letter if sending by post; type your name if sending by email.
   • Include your current contact number and email address.
3. Send your notice to Liberty's cancellation address.
   • Primary cancellation address: #25-01 North Tower, Singapore (effective from January 2024).
   • Alternatively, use the general mailing address: #40-01, Singapore, for data protection or general queries if the primary address is unavailable.
   • Send by registered post or email so you have proof of delivery.
4. Retain proof of sending.
   • Keep your registered post receipt or email delivery confirmation.
   • Note the date and time you sent your cancellation notice.
   • Take screenshots or print copies of email confirmations.
5. Follow up after 7 days if you haven't received acknowledgement.
   • Contact Liberty's customer service and reference your cancellation notice date.
   • Request written confirmation that your cancellation has been received and processed.
   • Ask for an expected refund date and the refund amount.
6. Check your refund.
   • Within the free-look period, you should receive your full premium refund within 14-21 working days.
   • Verify the amount matches what you originally paid.
   • If the refund does not arrive or is incorrect, contact Liberty immediately and escalate to Tocancel or MAS if Liberty does not resolve the issue.

Cancelling after the 14-day free-look period

1. Review your policy schedule to understand the post-free-look cancellation terms.
   • Check for any cancellation fees, penalties or conditions stated in your policy documents.
   • Note any specific cancellation procedures or required notice periods.
2. Calculate your expected refund (unearned premium).
   • Your refund will be based on the portion of your policy that remains unused.
   • For example, if you paid $1,200 for 12 months of cover and cancel after 6 months, you should receive approximately $600 minus any applicable fees.
   • Liberty's cancellation letter should show this calculation clearly.
3. Prepare your written cancellation notice with the same details as above.
   • Write: "I wish to cancel this policy effective [your preferred cancellation date] and request a refund of unearned premium."
   • Specify your preferred cancellation date (you can request immediate or future cancellation).
4. Send your notice to Liberty's primary cancellation address using registered post or email.
   • #25-01 North Tower, Singapore.
   • Keep proof of sending as described in the free-look section above.
5. Wait for Liberty's written response.
   • Liberty should acknowledge your cancellation within 5-7 working days.
   • Within 14-30 days, Liberty must provide a formal cancellation letter showing your refund amount and the calculation method.
   • Verify this calculation against your understanding of unearned premium.
6. Receive your refund.
   • Your refund should be processed within 21-30 working days of your cancellation becoming effective.
   • The refund will be sent to the bank account or payment method associated with your policy.
   • If you do not receive your refund within 30 days, contact Liberty and ask for a specific payment date.

Understanding liberty's refund policy and timeline

Your refund depends on whether you cancel within the 14-day free-look period or after that window closes.

Free-look period refunds (full premium)

If you cancel within 14 days of receiving your policy, you receive 100% of the premium you paid, regardless of whether you've used any cover. This is a consumer protection right under Singapore law. Liberty must process this refund within 14-21 working days of receiving your written cancellation notice. You should receive the full amount you paid with no deductions for administration or fees. Tocancel strongly recommends requesting a refund within this window if you have any doubts about the policy.

Post-free-look refunds (unearned premium)

After 14 days, your refund is limited to unearned premium, which is calculated on a pro-rata basis. If your policy cost $1,200 for 12 months and you cancel after 8 months of coverage, your unearned premium covers the remaining 4 months. The calculation would be roughly $400, though Liberty may deduct reasonable administration costs if your policy terms allow. Liberty must provide a written breakdown of this calculation in your cancellation letter so you can verify its accuracy.

Refund timeline and payment method

What to do immediately after cancelling

Cancellation does not take effect the moment you send your notice; there are important steps to take immediately after to protect yourself.

Confirmation and documentation

Once you've sent your cancellation notice, save every communication with Liberty. Print or screenshot emails, keep postal receipts, and note dates and times of any phone calls. This documentation proves you initiated the cancellation and protects you if Liberty later claims they never received your request. Request written confirmation from Liberty within 7 days that your cancellation has been received and logged on their system.

Cover ending date and alternative insurance

Confirm the exact date your policy cover ends. If you are cancelling a health or motor policy, ensure you have alternative insurance in place before your Liberty cover terminates to avoid a gap in protection. In Singapore, driving without valid motor insurance is illegal, so arrange replacement cover before cancelling a motor policy. For health coverage, check your alternative policy's start date to ensure continuous protection.

Tracking your refund

After 7 days, contact Liberty to confirm your refund is being processed. Ask for the expected payment date and the refund amount. If 21 days pass (free-look) or 30 days pass (post-free-look) without your refund arriving, escalate to Liberty's complaints department and request a formal explanation. If Liberty does not resolve this within a further 5 working days, contact the Monetary Authority of Singapore (MAS) with your documentation. Tocancel recommends keeping all records until your refund has cleared your bank account.

Common cancellation mistakes to avoid

Many consumers inadvertently weaken their position by missing critical steps or using the wrong cancellation method, which can delay refunds or result in lost rights.

Sending cancellation by email without acknowledgement

Email is convenient but can disappear in spam folders or be overlooked. If you choose email, send to the official Liberty cancellation email address (confirm this with customer service first) and always request a read receipt or auto-reply confirmation. Without proof Liberty received your email, you may struggle to prove you cancelled within the free-look period if a dispute arises.

Miscounting the 14-day period

The free-look period begins from the date you received your policy documents, not the date you purchased or signed up. If you receive the policy 3 days after purchase, day one is still 3 days post-purchase. Many consumers lose their right to a full refund by misunderstanding this rule. Contact Liberty immediately if you're unsure of the official receipt date, and request written confirmation before your 14 days expire.

Failing to follow up on refunds

Sending a cancellation notice does not guarantee Liberty will process it promptly. Some cancellations fall through administrative cracks, especially if sent by post. Follow up after 7-10 days with a phone call or email asking for confirmation of receipt. Provide your cancellation notice date so Liberty can locate your record. A simple follow-up often prevents weeks of delays.

Not keeping proof of sending

Registered post receipts and email delivery confirmations are your only proof Liberty received your cancellation. If you send by regular post or unconfirmed email, Liberty can later claim they never received it, and you'll have no way to dispute this. Always use registered post or email with read receipt, and retain the proof indefinitely.

Checklist for cancelling Liberty insurance

Use this checklist to ensure you've completed every step correctly and protect your cancellation rights.

How tocancel can support your cancellation

Cancelling Liberty insurance should be straightforward, but many consumers face delays, incomplete refunds or dismissive customer service responses. Tocancel is a consumer-rights platform dedicated to helping you navigate cancellations with clarity and confidence.

What tocancel offers

Tocancel provides step-by-step guides, editable cancellation letter templates and direct support if Liberty ignores your requests or calculates your refund incorrectly. Our team understands Singapore's consumer protection laws and can help you prepare documentation for escalation to the Monetary Authority of Singapore if necessary. Tocancel has helped thousands of consumers cancel unwanted insurance policies and recover refunds they were legally entitled to but didn't initially receive.

Getting help if Liberty refuses to cooperate

If Liberty does not acknowledge your cancellation within 7 days, fails to process your request within 30 days, or withholds a refund you believe is unjust, Tocancel recommends escalating formally. Document every communication, then file a complaint with the Monetary Authority of Singapore (MAS) online at www.mas.gov.sg. MAS will investigate at no cost to you and can compel Liberty to refund you if the regulator agrees your complaint is valid. Tocancel can help you prepare this complaint with the evidence you've gathered throughout the cancellation process.

Contacting Liberty insurance singapore

To ensure your cancellation is processed smoothly, send your written notice to Liberty's official address.

Primary cancellation address

#25-01 North Tower, Singapore (effective from January 2024). This is Liberty's main office and the confirmed address for cancellation requests. Use this address when sending your cancellation notice by registered post or when seeking written confirmation of receipt.

Alternative mailing address

#40-01, Singapore can be used for data protection queries or general mailing if the primary address is temporarily unavailable. However, Tocancel recommends using the North Tower address as your first choice for cancellation to avoid routing delays.

Customer service contact

Contact Liberty's customer service team by phone or email to confirm the current cancellation email address, verify your policy receipt date or follow up on your refund. Request a direct reference number for your cancellation so you can trace its progress. Document the name and contact details of any staff member you speak with.

Summary and next steps

Cancelling Liberty insurance is your right under Singapore law. You have a mandatory 14-day free-look period during which you can cancel and receive a full refund, and you can cancel anytime after that period for an unearned premium refund. The key to a smooth cancellation is sending written notice to Liberty's address at #25-01 North Tower, retaining proof of sending, and following up to confirm processing.

Act today if you're within your 14-day window, as this deadline is absolute and cannot be extended. If you're past the free-look period, you can still cancel, but your refund will be reduced to unearned premium. Keep all documentation and escalate to the Monetary Authority of Singapore if Liberty fails to respond or refuses to refund you fairly.

Tocancel has helped thousands of consumers cancel unwanted insurance and recover refunds they were entitled to. Visit Tocancel.com today for editable cancellation templates, real-time tracking tools and direct support if your cancellation encounters delays or disputes. Your consumer rights matter, and you deserve clear, confident action to exercise them.