Obstruction of Cancellation & Non-Compliance with Policyholder Protection Rules

My husband took out a homeowner’s insurance policy in 2016. He has been attempting to cancel the policy in 2026. For the past week, we have called your call centre daily, holding for approximately 30 minutes per call, without success. The calls are not being answered, and no alternative cancellation mechanism has been provided.

This effectively prevents us from exercising our right to terminate the policy.

1. Unreasonable Post-Sale Barriers – Breach of Rule 1 (Fair Treatment)

In terms of Rule 1 of the Policyholder Protection Rules, insurers are required to: • Act honestly, fairly, with due skill, care and diligence. • Treat policyholders fairly. • Ensure policyholders do not face unreasonable post-sale barriers to change, replace, or cancel a policy, submit a claim, or lodge a complaint.

The consistent failure of your call centre to answer cancellation calls constitutes an unreasonable barrier to termination and appears to be in direct conflict with Rule 1 and the Treating Customers Fairly (TCF) principles.

2. Ongoing Disclosure Obligations – Breach of Rule 11 (Disclosure)

We have also not been receiving updated policy schedules. Although email was selected as the preferred communication method, the email address on record changed.

In terms of Rule 11 of the Policyholder Protection Rules (Disclosure Requirements), insurers must: • Provide policyholders with appropriate information throughout the duration of the policy. • Provide written notice of any material changes to premiums, terms or conditions. • Ensure communication is clear, timely and effective.

As premiums continued to be collected, it is incumbent upon the insurer to take reasonable steps to ensure effective ongoing communication with the policyholder. Failure to provide updated policy schedules and ensure effective delivery of material information raises concerns regarding compliance with Rule 11.

3. Immediate Resolution Required

We hereby formally demand: 1. Immediate processing of the cancellation request. 2. Written confirmation of the effective cancellation date. 3. A full policy schedule and policy history from inception to date. 4. A written explanation addressing compliance with Rule 1 and Rule 11 of the Policyholder Protection Rules

We trust that this matter will receive the urgent attention it requires.