Should a customer wish to cancel a policy with us, if the policy was purchased within 14 days, we can offer them a full refund (provided they have not travelled on the policy, made a claim on the policy or claiming on the policy or travelled on the policy). This can be done in Magenta Gold.
If the policy was purchased outside of our 14 day cooling off period (provided they have not travelled on the policy, made a claim on the policy or claiming on the policy or travelled on the policy), we will refund 1/12th of the total premium paid on a multi trip (annual) policy, for each full calendar month remaining on the policy from the date of cancellation, or for single trip policies we will refund 50% of the policy premium. This will need to be emailed to insurance.team to action, or a TL or a Floor Walker.
We cannot cancel down policies, if a claim is pending or outstanding or if they have travelled on the policy!
Make sure you leave booking history!
* For Management use only, here is the April 2019 pro-rata refund doc: https://docs.google.com/spreadsheets/d/1lGsirn8X-FM3Qi0NThREQK9AUeYojRgYM1FVSC7IOYQ/edit?ts=5efc7be4#gid=311720903 *