What is Amp

Amp is a longstanding wealth and financial-services group that historically sold life insurance under the AMP Life brand. Over recent years AMP restructured its life insurance interests and transitioned policy administration and underwriting arrangements to other market participants while retaining a role as a wealth manager and superannuation provider. The corporate changes affect where legacy life policies are administered and how group insurance for AMP super members is delivered. For customers this means product ownership, administration, and the counterparty for claims or cancellations may differ from the original AMP-branded policy documents.

From a practical perspective AMP now operates alongside new insurance providers for AMP super products while many legacy AMP Life policies were transferred to Resolution Life. Policy terms remain governed by the original contract documents, but the administrator or insurer named on correspondence may be a different legal entity than the one that originally underwrote the cover.

Typical AMP-related insurance plan	Notes	Approx pricing
Group life through AMP super (SignatureSuper)	Delivered under an insurer appointment (TAL for AMP super members announced 2024)	Varies by member age, occupation and cover level
Legacy AMP Life individual policies	Many policies transitioned to Resolution Life; terms remain as issued	Varies
Retail life policies historically sold by AMP	May be subject to transfer or administration changes; check policy schedule	Varies

Subscription plans and pricing recap

Official AMP materials describe insurance available via AMP super and product disclosures for member insurance rather than fixed retail price lists. Pricing depends on individual underwriting, age, occupation, smoking status and whether cover is held inside super. AMP’s announcement of a new insurer appointment for its super offering is material to members considering cancellation or replacement of cover.

Plan type	Key features	Pricing indication
Group life in super	Employer-paid or member-paid premiums; standardised underwriting for default cover	Varies by fund rules and underwriting
Individual retail life	Tailored sums insured and cover types (death, TPD, trauma)	Varies - premium determined by insurer underwriting

How cancellations typically affect Amp-related life policies

Framework: contractual cancellation is controlled by the original policy wording, statutes and regulatory guidance. Key legal levers include the Insurance Contracts Act cooling-off rights, trustee obligations where cover sits in super, and internal dispute resolution (IDR) obligations under ASIC regulatory guidance.

Notice periods and billing cycles: policies paid monthly or annually may have different administrative outcomes on cancellation. After the cooling-off window has closed, insurers commonly calculate refunds on a pro rata basis for unused periods, subject to permitted deductions such as administration costs and tax/duty adjustments. The exact calculation is set out in the policy schedule and any applicable state duty rules.

Cooling-off and refunds: the Insurance Contracts Act provides a statutory 14-day cooling-off right for life insurance contracts (retail life contracts), allowing cancellation and a refund of amounts paid subject to limited tax or duty adjustments. This right interacts with policy wording and superannuation trustee rules where cover is held inside super.

Billing and proration detail

Annual premiums paid in advance are commonly reconciled on cancellation. Insurers may refund the unearned premium on a pro rata basis or apply a short-period scale specified in the policy. Where premiums are paid monthly, there may be no refund for the current month but cover ordinarily ceases from the effective cancellation date in the policy wording. Tax or duty recovered by the insurer may be retained to the extent non-recoverable.

Interaction with superannuation

Where life cover is provided through an AMP super-product, the trustee’s arrangements and the appointed insurer determine how cancellation is processed. Transition of insurer appointments (for example AMP’s selection of TAL for certain super products) can affect administrative processes and future premium calculations. Members should review their fund’s insurance documentation for trustee-specific timing and refund mechanics.

Customer experiences with cancellations

What users report

Consumers who had AMP-branded policies that moved to other administrators report a range of experiences. Many online reviews document frustration with account access, delays in processing requests, and slow responses to queries since administration moved from AMP to a new provider. Multiple review platforms show complaints about delayed refunds and difficulty getting confirmations of policy changes.

Some reviewers describe successful outcomes after escalation; others report prolonged case handling that required involvement of brokers or external dispute resolution. Quoted user language on review platforms often stresses long wait times and unclear portal functionality.

Recurring issues and practical takeaways

Delayed administration: multiple consumers report long delays for confirmations and refunds, especially during large migrations of policies.
Portal and contact problems: login or portal errors and automated responses are a commonly cited issue in reviews.
Document requests and inconsistency: reviewers frequently mention repeated document requests and conflicting requirements across channels.

Consequently, when dealing with a transferred or legacy policy originally issued by AMP, expect administrative friction during system integrations or insurer handovers. Where timelines are important, allow additional time for confirmation and reconcile bank or card statements for unexpected debits.

Legal obligations and dispute options relevant to Amp policies

Internal dispute resolution: regulated firms must have an IDR process and provide a written response within standard timelines. In general terms an insurer must acknowledge complaints promptly and provide a final IDR response within 30 calendar days for most complaints, with longer timeframes for certain superannuation matters. ASIC guidance sets expectations for record-keeping and timely IDR outcomes.

External dispute resolution: if you receive an unsatisfactory IDR outcome or no response within the regulatory timeframe, you may have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA time limits commonly used for eligibility are two years from receipt of the final IDR response and six years from when the complainant became aware of the loss, subject to exceptions. Keep these time limits in mind when assessing escalation options.

Statutory cooling-off: the Insurance Contracts Act gives a 14-day cooling-off right for life insurance contracts. Where applicable, this can result in a full refund of amounts paid, although tax or duty adjustments may reduce the refunded amount. That statutory right is one of the fastest legal remedies for recent purchases.

Common contractual pitfalls to avoid

Assuming administrator equals insurer: do not assume the entity named on billing is the insurer; check the policy schedule for the insurer of record.
Overlooking trustee rules: if cover is inside super, trustee rules may add waiting periods and special procedures for cancellation or payout.
Missing cooling-off windows: failing to act inside the statutory 14-day cooling-off window eliminates the simplest refund remedy.
Ignoring documentation: absence of clear documentary proof of the contract or policy schedule can complicate disputes about terms or refunds.

Documentation checklist

Policy schedule: the document that states the insurer, sums insured and commencement/renewal dates.
Payment records: bank or card statements showing premium debits and dates.
Correspondence log: dates and summaries of any communications received from the insurer or administrator.
Claim or complaint reference numbers: any IDR or claim reference to match against internal records.
Identification: certified ID as required by the insurer or trustee for verification.

Practical expectations about refunds and timing

Refund timing and quantum depend on the policy type and whether a claim has been made. If a claim has been made the insurer may lawfully retain premiums and deny refunds consistent with policy terms. If no claim has been made, refund calculations often follow pro rata or short-period scales and may be reduced by administrative costs, tax or duty. The Insurance Contracts Act permits certain limited deductions for tax that cannot be recovered by the insurer.

Regulatory timeframes mean you should allow at least several weeks for administrative processing and up to regulatory IDR windows if the matter is disputed. Expect longer delays where corporate transitions or system migrations are occurring. Consumer reviews of post-AMP administration have repeatedly cited longer-than-expected processing times.

Records and proof: what the law treats as persuasive

Contract law and regulatory practice treat contemporaneous written records, signed policy schedules and bank records as the most persuasive evidence. A clear chronology that links notices, premium payments and any insurer responses will strengthen an IDR file or external complaint. Maintain originals or certified copies where requested.

What to expect after cancelling Amp

After cancellation you should obtain a written confirmation of the cancellation and a final statement showing any refund or outstanding premium calculation. Allow the insurer’s stated processing window; if you receive no adequate response within the IDR timeframe, the policy documents set out escalation rights and AFCA can be invited to review the matter.

Coverage consequences: cancellation ends future entitlements under that policy. If you plan to obtain replacement cover later, be aware that new underwriting may be required and past medical history or claims may affect future premiums and insurability. Keep your records to show continuity if needed for later claims.

Data and records retention: insurers and trustees have obligations to retain records and to provide reasonable access to policy information. Expect the insurer or administrator to retain a copy of the policy and IDR file for regulatory compliance.

Address

Address: AMP Limited Reply Paid 300 PARRAMATTA NSW 2124

Next steps and available remedies

Practical next steps focus on documentation, monitoring and escalation rather than operational submission methods. Preserve key documents listed in the documentation checklist and monitor financial statements for unexpected debits. If administrative timelines are not met, prepare an IDR record and note statutory time limits for external escalation.

Where disputes persist, external dispute resolution with AFCA or seeking specialised legal advice are standard remedies. Regulatory guidance requires timely internal responses; persistent non-compliance by an insurer or administrator can be raised with ASIC as a regulatory matter. Keep records of all interactions and timeframes to support escalation.

Insurance General