How to cancel IATI insurance and get your money back

1. In which cases can you cancel

Not all cancellations are the same. First of all, identify which of these scenarios you are in, because the options and the expected refund change radically:

• Withdrawal (14 days): you have just contracted and want to cancel without a reason. The law protects you subject to conditions.
• Trip cancellation: your trip has been cancelled (by airline, agency, force majeure). The policy may no longer make sense.
• Date change: you are travelling on other dates and need to adjust the policy (modification rather than cancellation).
• Early cancellation during the trip: you want to cancel a multi-trip or long-duration policy because you are ending the activity earlier.
• Unilateral cancellation without cause: you want to cancel without reason after the 14 days. The refund is usually proportional or none depending on the conditions.

2. Withdrawal period (14 days)

Spanish regulation (LOSSEAR and transposition of the Directive on insurance distribution) recognises in many cases the right to withdraw from a policy contracted at a distance within 14 calendar days from the date of contracting, without needing to justify the reason.

Usual requirements for withdrawal:

• Distance contracting (web, phone, app).
• Maximum period of 14 calendar days from signing.
• The trip has not started.
• There have been no claims or activated assistance.

Expected refund: full amount paid, except the proportional part of the risk covered if the policy has already come into force and, as understandable, non-refundable taxes or fees according to regulation.

Exceptions: some very short-duration travel products are excluded from the right of withdrawal because the coverage has already been consumed. Always verify the particular conditions of your policy and IATI's specific policy.

3. Step-by-step process

1. Gather the information: policy number, contracting date, policyholder ID, amount paid, original payment method.
2. Identify the official channel: review the contracting email or your private area on the IATI website to find the appropriate contact address. Do not use unofficial channels.
3. Draft the request: write a clear request stating: personal details, policy number, reason (withdrawal, cancellation with cause, opt-out) and express request for refund to the original payment method.
4. Attach documentation if applicable: flight/booking cancellation receipt, communication from the agency, medical certificate if the reason is health, etc.
5. Send via a channel with confirmation: use email or official form and keep a copy of everything. If you need formal proof, consider certified burofax with acknowledgement of receipt.
6. Await response and confirm the refund: the insurer usually responds within a few days. Confirm the refund reaches your account or card and keep all receipts.
7. If there is no response or a dispute: you can escalate to the company's Customer Service Department / Insured Ombudsman and subsequently to the Directorate General of Insurance and Pension Funds (DGSFP).

4. What to demand in your request

• Written confirmation of the cancellation and the amount to refund.
• Estimated period for the refund.
• Method of refund (same original payment channel unless otherwise agreed).
• Final receipt once the refund is executed.
• Effective removal of the policy in the system to avoid automatic renewals.

5. What if I only want to change the dates?

If your trip has been postponed, in many cases you do not need to cancel and re-contract: you can request a change of dates while keeping the same policy. It is faster and you don't lose money in the process.

Tip: write to customer service stating the new date and requesting the modification. Keep the written confirmation with the new active dates. Verify that coverage and capital sums are maintained.

6. How much can I recover

It depends on the scenario:

7. Common mistakes when cancelling

• Requesting cancellation through informal channels (social media, public chat) without leaving a record.
• Not attaching the policy number in the first contact (delays the handling).
• Cancelling before attempting a date change when the trip has only been postponed.
• Not keeping a copy of the request, attachments and responses.
• Accepting verbal responses without written confirmation.
• Not following up after the estimated refund period.

8. What to do if IATI refuses or does not respond

1. Reiterate the request in writing with acknowledgement of receipt (email + certified burofax).
2. File a complaint with the Customer Service of the company. They are required to respond within a maximum period.
3. Escalate to the Insured Ombudsman if the insurer has one established.
4. File a complaint with the DGSFP (Directorate General of Insurance and Pension Funds) of the Ministry of Economy if you still do not get a satisfactory response.
5. As a last resort, the judicial route: verbal trial if the amount is reduced, or consultation with a lawyer specialised in insurance.

See also our full guide: Complaints to IATI: full process.

Frequently asked questions

Notice: this guide is informative and reflects general Spanish regulation and sector practices as of September 2026. It does not replace the particular conditions of your policy nor professional legal advice. Always verify your contract before acting.