We’re very sorry for your loss. We understand that this is a difficult time, and we’re here to help make managing the policy as simple and stress-free as possible.
What to do if the policyholder has passed away
If you’re contacting us to cancel a policy due to the policyholder’s death, please follow the steps below. There are different steps depending on whether you're an additional driver or someone else.
If you are an additional driver on the policy
You can choose to either keep the policy active (transferring it to your name) or cancel the policy.
To cancel the policy:
Inform our customer support team the policyholder has passed away.
We'll ask you to confirm your identity and provide the death certificate.
We will cancel the policy from the date of death and waive the cancellation fee.
Any refund due (based on unused cover) will be issued to the original payment card, where possible.
To keep the policy active in your name:
Let us know you'd like to continue the cover.
We'll refer the request to our Underwriting team for approval.
If approved, you'll complete an ID check (selfie + ID document).
Once verified, we’ll update the personal details and waive any associated admin fees.
The policy continues under your name, with no break in cover.
If you are not an additional driver
In this case, the policy must be cancelled.
Here’s how it works:
Inform our customer support team the policyholder has passed away.
Provide a copy of the death certificate.
We’ll cancel the policy as of the date of death, and the cancellation fee will be waived.
Any refund due will be issued:
Annually paid policies: a partial or full refund will be calculated from the date of death.
Monthly paid policies: any payments made after the date of death will be refunded.
Refund information
We will handle all refund processing internally:
Refunds are sent to the original payment card.
If the refund can’t be processed automatically, we’ll contact you to arrange an alternative method.
Please allow up to 10 working days for the refund to appear in the account.