Cancel Aia: Step-by-Step Guide

What is Aia

Overview

Aia is a life, health and income protection insurer operating in New Zealand. It provides individual insurance products and complementary services such as the Aia Vitality membership programme.

Why this guide

This guide explains how to cancel an Aia policy in New Zealand, what to expect about refunds and effects of cancellation, and your consumer rights. It uses publicly available Aia policy and review information.

How to cancel Aia

Required form of notice

Aia requires cancellation notice in writing. Written notice ensures there is a clear record of the cancellation date and any premiums due.

Step-by-step cancellation steps

• Write a cancellation request stating your name, policy number and requested cancellation date.
• Send the written request to Aia’s primary correspondence address: PO Box 33 845, Takapuna, North Shore 0740, New Zealand.
• Keep a copy of your written notice and any postage or delivery receipt as proof.
• Allow Aia time to process the request and request confirmation of cancellation in writing.

What happens when you cancel

Access and cover

Once Aia confirms cancellation, your insurance cover ends on the cancellation date specified or the date acknowledged by Aia. Make sure you understand any gaps in cover before cancelling.

Renewal and billing effects

You will be liable for any premiums due up to the cancellation date. Aia will calculate any refund for unused premium only where policy terms permit (see refund section).

Data and records

Aia will retain records in line with its policy and regulatory obligations. Request a copy of your policy file if you need evidence of past cover or claims history.

Will I get a refund?

15-day free-look period

If you cancel within the 15-day free-look period (counting from when you receive the policy), Aia offers a full refund of premiums paid. This is standard for web-purchased Aia New Zealand policies.

See Aia’s summary at kiwicover.co.nz for reference to the free-look period.

Refunds outside the free-look period

• Outside the 15-day period, Aia generally does not refund premiums for cancellation.
• An exception: Aia may refund any unused premium that covers more than one month beyond the cancellation date; only that portion may be returned.
• You're responsible for premiums due up to cancellation; Aia will offset those amounts against any refund.

Policy terms describing refunds and unused premium handling are available in the Aia policy documents. See Aia policy documents.

Aia plans and pricing

Typical offerings

Aia provides insurance products plus the optional Aia Vitality membership for eligible policyholders. Membership pricing and availability depend on having an eligible Aia insurance policy.

Pricing table

Your consumer rights in New Zealand

Statutory protections

New Zealand law provides consumer protections that cannot be contracted out of. The Consumer Guarantees Act 1993 protects consumers against defective or substandard services.

Even if a provider’s terms say “no refunds”, those terms cannot override statutory consumer rights where they apply.

Regulatory history

Aia has previously been subject to regulatory action in New Zealand. In 2022 the Auckland High Court ordered a penalty related to misleading representations and remediation of overcharging or underpaying customers.

That action and remediation are recorded by the Financial Markets Authority; see FMA media release.

Customer experiences

Positive feedback

Independent reviewers rate Aia strongly for financial strength, product range and claims service. Examples include high ratings and fast average claims processing times reported by specialist review sites.

See independent reviews such as LifeInsurer.co.nz and a trauma insurance review at TraumaCover.

Negative feedback

Some customers report poor experiences on community forums, including communication issues and dissatisfaction with claim outcomes. Individual experiences vary by case.

Community feedback examples include posts on Reddit noting concerns about customer service and claims handling.

Documentation checklist

What to include in your cancellation letter

• Full name and contact details.
• Policy number and product name.
• Requested cancellation date and reason (optional).
• Signature and date.

Supporting documents to gather

• Copy of the policy schedule or welcome document.
• Proof of premium payments (bank statements or receipts).
• Any prior correspondence with Aia about the policy or claims.
• Delivery or postage proof for your written cancellation notice.

Common mistakes

Failing to send written notice

Some customers assume a phone call or email cancels the policy. Aia requires written notice, so rely on a mailed letter or a documented written form to ensure processing.

Missing timing for refunds

Another common mistake is expecting a refund outside the 15-day free-look period. Aia’s terms generally do not provide refunds beyond that period except for unused premium covering more than one month after cancellation.

Comparative recap

Quick comparison summary

The table below summarises key points about Aia’s cancellation and refund position and typical customer sentiment to help you decide on next steps.

Table

After cancelling

Follow-up actions

Request written confirmation of cancellation and any refund calculation from Aia. Retain copies of all correspondence and transaction records for your files.

Helpful links and next steps

Review Aia policy documents and cancellation details at Aia policy documents.

For the free-look explanation from a third-party summary see kiwicover.co.nz.

Address

Primary cancellation address

Send written cancellation notices to:

PO Box 33 845, Takapuna, North Shore 0740, New Zealand

Keep proof

Always keep a copy of your letter and proof of postage or delivery. This helps if there is a dispute about the effective cancellation date.