Cancel Infinity: The Right Way

How to cancel Infinity car insurance and claim your full consumer rights in south africa

What is Infinity and why you might want to cancel

Infinity is a South African insurance and services provider offering car cover, home insurance, and bundled digital subscriptions. Many customers sign up for competitive car insurance rates, only to find that premiums creep upward over time, or that alternative insurers offer better value for their circumstances. You have every right to review your policy annually and switch providers if the cover no longer suits your needs or budget.

Your cancellation decision may stem from finding cheaper premiums elsewhere, receiving poor claims service, or simply consolidating your insurance portfolio. Whatever your reason, South African consumer law protects you throughout the cancellation process. Tocancel has helped thousands of consumers navigate insurance cancellations with confidence and speed.

Infinity's car insurance products and billing cycles

Infinity car insurance policies typically renew on an annual or monthly basis, depending on your chosen payment plan. Your policy documents will specify the renewal date and billing frequency. If you signed up online or via email, your contract terms are governed by the Electronic Communications and Transactions Act (ECTA). Understanding your exact billing cycle is essential before you submit a cancellation request, as timing affects your refund eligibility and final premium adjustments.

Why customers cancel and what tocancel recommends

The most common reasons South African drivers cancel Infinity policies include premium increases at renewal, competitor quotes offering superior value, claims denials, or a shift to a spouse's existing policy. Before you cancel, compare quotes from at least three other insurers to confirm you are making a financially sound decision. Tocancel advisors often recommend that you line up your new policy's start date to overlap with your final Infinity cancellation notice, ensuring no gap in cover that could invalidate future claims. This simple step protects you legally and financially.

Your consumer rights under south african law

South African consumer protection legislation gives you powerful legal grounds to cancel Infinity policies and demand fair treatment.

The cooling-off right under ECTA section 44

If you purchased your Infinity policy online, via email, or through a digital channel, you have a 7-day cooling-off period. This right is non-negotiable and applies from the date you receive your contract confirmation, whichever comes later. During these 7 days, you can cancel in writing and demand a full refund without paying any penalty or administrative fee.

Your legal position: ECTA section 44 treats you as the vulnerable party in a distance contract. Infinity cannot impose unfair exit fees or retain premiums during this window. To exercise your right, email Infinity with your full name, policy number, and cancellation request. Keep a copy of that email and Infinity's reply. If Infinity refuses or delays your refund beyond 30 days, escalate to the National Consumer Commission (NCC) with your email evidence.

The consumer protection act section 48 and unfair contract terms

Even after your cooling-off period expires, the Consumer Protection Act section 48 protects you from unfair cancellation penalties. If Infinity's policy imposes a cancellation fee that is grossly disproportionate to any actual costs they incur, that term may be challengeable as unfair under CPA section 48(1)(a). For example, a cancellation fee equal to two months of premiums on a policy cancelled in month eleven would likely be unreasonable.

Document every step: take screenshots of Infinity's cancellation terms, your premium history, and any communications where they justify their exit fees. This evidence strengthens your position if you need to lodge a complaint with the NCC or pursue a small claims court application.

The national consumer commission as your escalation point

If Infinity ignores your cancellation request, delays your refund, or imposes unfair fees, you can lodge a complaint with the National Consumer Commission (NCC) free of charge. The NCC investigates breaches of the Consumer Protection Act and can compel Infinity to refund your money and pay damages. Your complaint must be in writing and include copies of all relevant documents: your policy, cancellation request, Infinity's response (or lack thereof), and your evidence of payment.

Tocancel users who have escalated to the NCC report that Infinity typically resolves disputes within 8-12 weeks once the complaint is formally lodged. The NCC's intervention carries legal weight and often persuades insurers to settle faster than they would without external pressure.

Why you should cancel: comparing your options

Before you commit to cancellation, assess whether Infinity remains competitive and aligned with your needs.

When to stay versus when to cancel

Stay with Infinity if: (1) your current premium is competitive with at least two other quotes; (2) your claims history is clean and you value continuity with the same insurer; (3) you have loyalty discounts that offset higher base rates; (4) you have a bundled policy (car plus home insurance) and switching only the car portion would cost more overall.

Cancel Infinity if: (1) you have received quotes from at least two competitors that are 15% or more cheaper; (2) your claims were handled slowly or unfairly; (3) you are changing insurers to consolidate policies elsewhere; (4) your circumstances have changed (relocated, reduced annual mileage, added safety features) and you qualify for a substantially lower rate elsewhere.

Key considerations before you cancel

Confirm your new insurer's start date aligns with or precedes your Infinity cancellation effective date. Review your policy documents to confirm whether you are within your cooling-off period or subject to cancellation fees. Check whether you have any active claims outstanding (Infinity may retain your policy until claims are settled). If you are financing your vehicle via a loan, notify your lender of the policy switch, as your loan agreement may require proof of continuous cover. Tocancel recommends that you complete these checks before submitting your cancellation request to avoid disputes or coverage gaps.

How to cancel your Infinity car insurance policy step by step

Follow this sequential process to cancel cleanly and document your cancellation for legal protection.

1. Locate your policy documents and note your policy number, renewal date, and current premium.
2. Review your policy for cancellation instructions. Check the policy booklet, your latest premium notice, and Infinity's website for contact details.
3. Prepare your cancellation email with the following elements:
   • Your full name and date of birth
   • Your policy number
   • The effective date you wish your policy to end (recommend at least 14 days from today to allow processing time)
   • A brief statement: "I request cancellation of my car insurance policy, effective [date]. Please confirm receipt and provide details of any refund due."
   • Your preferred contact phone number
4. Send your cancellation email to Infinity's customer service address. (See contact details section below.)
5. Request a read receipt or send via registered email so you have proof of delivery.
6. Within 3-5 working days, Infinity should reply confirming your cancellation and outlining any refund or final payment due. If you do not receive a reply, send a follow-up email marked "urgent" and copy the NCC's complaints email address (see final section).
7. Once Infinity confirms cancellation, request a final statement showing your refund calculation. Query any deductions you believe are unfair.
8. Keep all correspondence in a folder for your records. You may need it if a dispute arises.

Understanding your refund and final payment

Your refund depends on whether you are within your cooling-off period and how much of your policy term remains unused.

Refunds during the 7-day cooling-off period

If you are within 7 days of purchasing your policy, you are entitled to a full refund of all premiums paid. Infinity must process this refund within 30 days of receiving your written cancellation notice. No deductions are permitted. If Infinity deducts an administration fee or insurance charges, that is a breach of ECTA section 44 and grounds for an NCC complaint.

Refunds after the cooling-off period

Once your cooling-off period has expired, your refund entitlement depends on your policy terms. Most insurers calculate a pro-rata refund: if you have paid for 12 months and cancel after 8 months, you receive a refund for the remaining 4 months, minus any cancellation fee your policy permits. Infinity will deduct any outstanding claims costs or admin fees from your refund. Request an itemized final statement so you can verify each deduction.

Tocancel strongly advises that you challenge any cancellation fee that appears to exceed Infinity's genuine costs (typically admin costs of ZAR 200-500 for policy closure). If Infinity's fee is steep, cite CPA section 48 in your response and request a reduction or waiver. Many insurers negotiate when faced with informed consumer pushback.

Timing your refund

Infinity must issue your refund within 30 days of your cancellation taking effect. If you paid via debit order or credit card, the refund will reverse to your original payment method. If payment was via a third party (broker, intermediary), the refund may be issued to that party instead, so verify this upfront. If your refund does not appear within 35 days, contact Infinity's finance team and request a trace. If they cannot locate it, lodge an NCC complaint with proof of your cancellation request.

Pricing and potential costs of cancellation

Understand what fees Infinity may legally impose and which are negotiable or challengeable.

Your key takeaway: if Infinity imposes a cancellation fee that feels steep, you have legal grounds to challenge it. Contact Tocancel or the NCC if the fee exceeds ZAR 1000 or appears to bear no relation to Infinity's actual costs.

Common mistakes to avoid when you cancel

Many consumers inadvertently weaken their cancellation position through small oversights; the good news is that these are entirely preventable.

Mistake 1: cancelling verbally without written confirmation

If you phone Infinity and tell a customer service agent to cancel, that conversation leaves no trace. Weeks later, your policy renews and you are charged again. Infinity's agent may deny you ever called, or claim you did not explicitly ask for cancellation. Always cancel in writing via email. This creates an auditable record that protects you in any future dispute.

Mistake 2: not confirming your cancellation effective date

Ambiguity about when your policy ends can lead to accidental double-billing or coverage gaps. When you submit your cancellation request, explicitly state the date you want coverage to end (e.g., "Please cancel my policy effective 30 November 2024"). Infinity will confirm this date in their reply. If they propose a different date, correct them immediately in writing.

Mistake 3: failing to track your refund

After Infinity confirms your cancellation, follow up in writing to request an itemized refund statement. Do not assume the refund will arrive automatically. Set a calendar reminder for day 30 after your cancellation takes effect. If your refund has not cleared your bank account by day 35, contact Infinity and escalate to the NCC if needed. Tocancel users who track their refunds recover money significantly faster than those who assume Infinity will do the right thing unprompted.

Mistake 4: discarding your policy documents

Keep your original policy documents, all premium notices, and cancellation correspondence for at least 3 years. If a dispute arises later (e.g., Infinity claims you owe unpaid premiums, or a claims handler reopens a settled claim), your documentation proves the policy was cancelled. File these papers in a dedicated folder or scan them to cloud storage.

After cancellation: protecting yourself and ensuring a smooth exit

Once your Infinity policy ends, several follow-up steps will secure your position and prevent unexpected complications.

Confirm your new insurer is active

On the day your Infinity policy cancels, verify that your new insurer's cover is live. Log into your new insurer's portal, request a digital policy document, and confirm your cover dates and vehicle details. This overlap or seamless transition ensures you have no uninsured days. If your new policy has not yet activated, contact your new insurer immediately and request an interim confirmation or cover note.

Update your loan provider and vehicle registration

If you finance your vehicle, your lender requires proof of continuous insurance. Send a copy of your new policy to your finance company's insurance team within 7 days of your Infinity cancellation. This prevents the lender from imposing their own insurance (which is often far more expensive) and protects your loan agreement from breach.

Request a cancellation letter from Infinity

Once your refund has cleared, ask Infinity in writing for a "cancellation confirmation letter" on their letterhead stating that your policy has been cancelled as of [date] and there are no outstanding amounts owed. This letter is valuable proof should any billing dispute emerge later. Tocancel advises keeping this letter alongside your policy documents indefinitely.

Monitor your bank account and credit record

Watch your bank statements for the next 90 days to ensure Infinity does not accidentally re-bill you at renewal or debit a missed amount. If you see any unexpected charges, contact your bank immediately and request a chargeback, then notify Infinity and the NCC in writing. Additionally, check your credit record (via Experian or TransUnion, free annually) to confirm that Infinity has not reported a default or unpaid balance. If an error appears, contact the credit bureau and Infinity to correct it.

How to file a complaint if Infinity refuses to cancel

If Infinity ignores your cancellation request, delays your refund, or imposes unfair fees, you have a structured legal remedy.

Step 1: send a formal demand letter

Before escalating to the NCC, send Infinity a registered letter (or email with read receipt) setting out your complaint. Include: your policy number, the date you requested cancellation, the date Infinity should have replied, the reason they are in breach (e.g., "You have refused to process my cancellation request for 21 days, in breach of CPA section 24"), and what you demand (e.g., "Process my cancellation by [date] and refund ZAR [amount] within 14 days"). Give them 7-10 days to respond. If they do not, proceed to the NCC.

Step 2: lodge a complaint with the national consumer commission

Submit a written complaint to the NCC's complaints team (details below). Include: copies of your original cancellation request email, Infinity's policy terms, your payment history, Infinity's response (or evidence of non-response), and your demand letter. The NCC will investigate and attempt to resolve your complaint. If Infinity does not cooperate, the NCC can compel them to refund your money and pay damages.

Tocancel has supported consumers through dozens of NCC escalations; most are resolved within 8-12 weeks. The key to success is thorough documentation and clear, fact-based language in your complaint.

Step 3: pursue small claims court if needed

If your refund is under ZAR 10,000 and the NCC does not resolve your complaint, you can apply to your local small claims court for recovery. Small claims court is accessible without a lawyer, costs are minimal (ZAR 100-300 filing fee), and judges often rule in the consumer's favour if your evidence is clear. Tocancel recommends this step only after the NCC has investigated, as court proceedings are time-consuming.

Reviewing Infinity: should you warn others

Your experience cancelling Infinity may be positive or frustrating; sharing it online helps other consumers make informed decisions.

Where and how to leave honest feedback

If your cancellation experience was straightforward and professional, consider leaving a positive review on Google, Trustpilot, or the NCC's public consumer review portal. If Infinity made cancellation difficult, imposed unjustified fees, or refused refunds, post factual criticism on the same platforms. Your review should be specific: "Infinity cancelled my policy within 5 days and issued a fair refund," or "Infinity ignored my cancellation request for 40 days and charged me a ZAR 1500 fee without explanation."

These reviews are read by potential customers and, more importantly, by Infinity's management. Negative reviews tied to poor cancellation practices often prompt the insurer to reform their processes. Tocancel believes that consumer feedback drives accountability and protects future customers from the same issues you faced.

Key points to remember before you cancel

Use this checklist to ensure you do not miss any critical step and that you protect your rights throughout the process.

Contacting Infinity and the national consumer commission

To cancel Infinity and escalate disputes, you need accurate contact information for both the company and the regulator.

How to contact Infinity for cancellation

Infinity does not publish a dedicated cancellation postal address on its public website. Your most reliable cancellation route is email to their customer service team. Contact Infinity through the following channels:

• Customer Service Email: Check your policy documents or Infinity's website (infinitysa.co.za) for the support email address.
• Customer Service Phone Line: Call Infinity's main line (number available on your policy or their website) and ask to be transferred to the retention or cancellations team. Confirm in writing via email that you have cancelled.
• Online Portal: Log into your Infinity account online and check for a cancellation option in your policy settings. Even if you cancel online, follow up with a written email confirmation to ensure the request is recorded.

Tocancel recommends that you always cancel in writing by email, regardless of any online option or phone conversation. This written record is your protection if a dispute arises later.

Escalating to the national consumer commission

If Infinity refuses your cancellation, delays your refund beyond 30 days, or imposes unfair fees, lodge a complaint with the National Consumer Commission (NCC):

• NCC Website: www.ncc.org.za
• NCC Complaints Email: [email protected]
• NCC Physical Address: 2nd Floor, Metropolitan Towers, Samora Machel Avenue, Harare Street Junction, Harare, Zimbabwe (The NCC's South African office operates virtually; submit complaints online or by email.)
• NCC Complaints Hotline: +27 (0) 12 394 6400

Submit your complaint in writing and attach copies of your policy, cancellation request, Infinity's response (or proof of non-response), and any evidence of unfair fees. Include your full name, contact details, policy number, and a clear description of the breach (e.g., "Infinity refused my cancellation request on [date], in breach of ECTA section 44, and has not refunded my premium 45 days later"). The NCC investigates free of charge and typically resolves complaints within 8-12 weeks.

Your final takeaway: cancelling Infinity is straightforward if you know your rights and follow a structured process. Tocancel has supported thousands of South African consumers through policy cancellations and disputes, and we have seen that clear documentation and informed communication resolve nearly every issue. Whether you are switching insurers for better rates, poor service, or a change in circumstances, you are protected by ECTA and the Consumer Protection Act. Send your cancellation in writing, track your refund, and escalate to the NCC if Infinity fails to comply. You are not at their mercy; you have the law on your side.