Cancellation Axa: Simple Process

What is Axa

Company overview

AXA is a global insurance and financial services group offering life, health, travel, accident and commercial lines in many markets, including Singapore.

Presence in Singapore

AXA Singapore products and servicing practices follow local regulation; note that AXA Singapore was integrated into HSBC Life (Singapore) on 1 February 2023 but AXA addresses remain used for some servicing.

How to cancel Axa

General cancellation steps

• Identify the exact policy type (e.g., Schengen travel, life, health, personal accident).
• Check the policy schedule or welcome packet for the insurer's cancellation instructions and required notice periods.
• Send the formal cancellation request in writing where required (email, web form or letter) and retain proof of submission.

Channel-specific instructions

• AXA Schengen Travel Plan (web): submit the dedicated web cancellation form within 10 days of purchase and before departure to qualify for a refund.
• Long-term life/health/accident policies: notify the insurer in writing within the 14-day free-look (cooling-off) period from receipt of the policy document.
• App users: deactivating or stopping use of the MyAXA SG app does not cancel the policy - follow the insurer’s cancellation procedure separately.

What happens when you cancel

Policy termination and coverage

When a policy is cancelled in the allowed period, coverage ceases according to the insurer’s effective cancellation date stated in their response.

Account access and renewals

Deactivating an app or portal access does not terminate the insurance contract. Renewals will stop only after formal cancellation is accepted and recorded by the insurer.

Will I get a refund?

Refunds for Schengen travel insurance

Schengen travel plans: a full refund of the plan cost is available if you submit the cancellation request via the dedicated web form within 10 days of purchase and before departure.

Refunds for long-term Singapore policies

• Within 14-day free-look: full refund of premium paid minus any administrative charges, provided no claim has been made.
• After free-look: refunds are typically limited to surrender value or prorated amounts, and may incur fees or short-rate penalties depending on the policy terms.

Axa plans and pricing

Sample plans and costs

The table below lists sample plans and pricing from verified data. For exact quotes contact AXA or an authorised broker.

Your consumer rights in Singapore

Free-look (cooling-off) right

All long-term insurance policies (life, health, accident) issued in Singapore with term of one year or more include a 14-day free-look period from receipt of the policy document.

During this period you may cancel and receive a refund of premium paid minus administrative charges, provided no claims have been made.

Post free-look rights and app access

• After the free-look period, cancellation outcomes depend on policy terms; refunds may be prorated, surrendered, or withheld with penalties.
• You may stop using or deactivate AXA portal/app access at any time, but this does not cancel the policy or create a refund entitlement.

Customer experiences

Positive feedback

Some customers report clear communication and professional claims handling in specific cases.

AXA’s cyber insurance has received positive remarks for value and coverage for mid-size businesses in Singapore.

Negative feedback

Common complaints include long phone waiting times, delays in claims processing and occasional claim denials.

Customers also report rigid travel insurance cancellation rules and inconsistent service from apps and call centres.

Documentation checklist

Before submitting a cancellation

• Policy number and policy document (schedule/welcome pack).
• Proof of purchase date and payment (receipt or bank statement).
• Reason for cancellation and any supporting documents (e.g., travel cancellation evidence if applicable).

When claiming a refund

• Completed cancellation form or written notice (email/letter) with date and signature.
• Proof you have not departed (for Schengen travel) if cancelling travel insurance within 10 days.
• Any correspondence with AXA confirming cancellation or refund entitlements.

Common mistakes

Missing the free-look window

Many consumers miss the 14-day free-look window for long-term policies or the 10-day web form window for Schengen travel plans, which then removes full-refund rights.

Assuming app deactivation equals cancellation

People often deactivate the MyAXA SG app thinking that cancels the policy. App deactivation does not terminate coverage and can lead to unexpected renewals or unpaid premiums.

Comparative recap

Quick comparison of policy types

After cancelling

What to expect next

Keep written confirmation of cancellation and any refund timelines provided by AXA. Monitor bank statements for refunds and follow up if timelines lapse.

Useful links for further reading

• AXA travel insurance review (MoneyMate)
• AXA Pulsar review and pricing notes (DollarBureau)
• AXA cyber insurance review (CyberInsurance.sg)

Address

Physical address

AXA Insurance Pte. Ltd., 8 Shenton Way, #27‑02 AXA Tower, Singapore 068811

Keeping records

Send cancellations to the address above if a hard-copy letter is required, and keep proof of posting or delivery receipt for your records.