Cancel Fwd: Easy Method

What is Fwd

Overview

Fwd (often stylised FWD) refers here to the insurance business offering general, life and investment-linked policies accessible via FWD Online Services and customer support channels.

Scope

Products covered include general insurance (e.g., travel), life insurance and investment-linked plans. Specific product rules (for example, maid insurance linked to MOM clearance) may have special conditions.

How to cancel Fwd

Online cancellation (general)

• Use FWD Online Services to cancel general insurance policies; cancellations via online services take immediate effect unless an exception applies (e.g., maid insurance tied to MOM clearance).
• Log in, locate the policy, choose cancel and follow prompts; keep screenshots or confirmation reference for your records.

Life and other cancellation options

• Life insurance may be cancelled via FWD Online Services or by contacting FWD by hotline or email.
• If unsure which contact to use, refer to FWD's help pages for the correct hotline or email address before you call or write.

What happens when you cancel

Immediate effects

When a cancellation is accepted, coverage stops as specified by the policy or by the online confirmation. For most general policies cancelled online the effect is immediate.

Policy access and renewals

After cancelling you will typically lose online access to benefits tied to the active policy and automatic renewals will stop.

Keep copies of the cancellation confirmation in case of future queries or disputes.

Will I get a refund?

Free-look (14-day) rule

New policies have a 14-calendar-day free-look (change-of-mind) period. If you cancel within that period FWD will refund all premiums paid unless a claim has been made.

Other refund rules and exceptions

• Investment-linked policies cancelled within 14 days: policyholder receives unused premiums plus redemption value at the next pricing day, less charges and expenses.
• Travel and other policies cancelled before the coverage start date: eligible for full refund less any administrative costs. No refund is possible once coverage (for example a trip) has begun.
• Refunds are issued to the original payment method; if that is not possible a cheque may be provided. Refunds cannot be made to a different card.

Fwd plans and pricing

Available plan types

The publicly referenced plan types include general insurance, life insurance and investment-linked products such as 'Invest Goal X'.

Pricing summary

Your consumer rights in New Zealand

Free-look and contractual rights

FWD offers a 14-day free-look right for new policies; cancelling in that window generally entitles you to a full refund minus allowable costs if no claim has been made.

Statutory protections

FWD's cancellation and free-look terms align with common expectations under New Zealand consumer protection principles.

Statutory protections such as the Fair Trading Act may provide additional remedies where terms or representations are misleading.

Customer experiences

Positive feedback

• Customers praise smooth online application and renewal processes, with clear language and auto-populated forms.
• Customer service is often described as knowledgeable and responsive in handling queries and claims.

Negative feedback

• Some users report app instability, including crashes or failures when submitting claims or rebates.
• There are reports of delays or denials on narrowly defined grounds and some prolonged delays in processing cancellations or refunds.
• Some customers allege poor returns on withdrawal or surrender from certain investment-linked products.

Documentation checklist

Essential documents

• Policy number and policy documents (digital or physical copy).
• Proof of identity (e.g., passport or driver licence) as required by FWD.
• Proof of payment (receipt, card statement) showing the original payment method.

Supporting documents

• Evidence that coverage has not yet started (for pre-start refunds), such as itinerary or booking details for travel policies.
• If applicable, any medical reports or claim withdrawal confirmations to show no claim has been made during the free-look period.
• Contact details and bank account information if FWD requests additional verification for refunds.

Common mistakes

Timing errors

Cancelling after coverage has begun is a frequent mistake; many policies (for example travel) do not allow refunds once the trip or coverage has started.

Payment and refund expectations

Expecting a refund to a different card is a common error. FWD refunds to the original payment method; if that is not possible a cheque may be issued.

Also note the free-look period applies only to new policies; cancelling an older or renewed policy may not qualify for the same entitlement.

Comparative recap

Quick comparison

After cancelling

What to do immediately

Save your cancellation confirmation and any reference numbers. Monitor your original payment method for the refund transaction.

Where to find help

Refer to FWD help articles for procedural details and follow-up:

• How do I cancel my policy?
• Free-look / change-of-mind details
• Cancellations and refunds for specific policies

Address

Registered address

191 Forest Hill Road, Waiatarua, Auckland 0612, New Zealand.

Important note on contacting the correct entity

The provided address is for FWD Developments Limited. Alternative company names exist in New Zealand records; ensure you are contacting the correct FWD entity for your policy and cancellation request.