Still waiting on a

Youi

refund?

Cooling-Off Period (20 Days):
Youi offers a 20-day cooling-off period. Cancel within this window, with no claims made, and you’ll get a full refund.

Mid-Term Cancellations:
After the cooling-off, Youi provides pro-rata refunds for unused premium, minus a $30 admin fee. If you cancel halfway through your policy term, expect roughly half your premium back, less the fee.

No Fee in Certain Cases:
Youi waives the $30 fee if you're immediately replacing it with another Youi policy or if Youi cancels your policy due to underwriting reasons or changed circumstances.

Claims and Refunds:
If you’ve made a major claim (e.g., total loss), you won’t get a premium refund since your coverage was fully utilised. Minor claims still allow for pro-rata refunds (less the cancellation fee).

Monthly vs Annual Payments:

• Annual payments: Refunds given for unused premium minus fees.
  
  
• Monthly payments: Usually, no lump sum refund, just cancellation of future payments.
  
  

Government Charges:
Certain government taxes or duties (like stamp duty) included in your premium are typically non-refundable.

Special Case – CTP Green Slip (NSW):
NSW CTP refunds require vehicle registration cancellation. Admin fee is around $22. If you sold your car with rego transferred, no CTP refund is available.

Follow these clear steps for an easy Youi refund:

1. Gather Your Policy Details:
Have your policy number, type, and start date handy to streamline the process.

2. Log in or Call Youi:

• Online: Log into Youi’s Policy Portal and submit a cancellation request.
  
  
• Phone: Call 13 YOUI (13 9684); NSW CTP customers call 1300 004 007.
  
  

3. Complete the Cancellation Request:
Confirm your cancellation date, provide a brief cancellation reason, and submit. NSW CTP requires the CTP Cancellation and Refund Request Form emailed to nswctprefunds@youi.com.

4. Provide Supporting Documents (if needed):
Most policies don’t require extra paperwork, but NSW CTP refunds do (vehicle rego cancellation proof).

5. Confirm Cancellation Details:
Clarify the effective date and refund amount during your call or online request.

6. Obtain Confirmation:
Youi will email a cancellation confirmation. Ensure you receive it, it's your proof the policy was officially cancelled.

7. Refund Processing:
Your refund will typically be processed via your original payment method.

8. Follow Up (If Necessary):
If the refund isn’t received within 20 business days, contact Youi for a status update.

Refunds typically take up to 20 business days (around 4 weeks), but are often quicker. Key factors affecting timing include:

• Payment method: Card refunds are quicker (within days), while bank transfers may take slightly longer.
  
  
• Weekends/Holidays: Only business days count - expect slight delays around weekends/public holidays.
  
  
• Required Documents: Incomplete documents (especially NSW CTP) can delay refunds.
  
  
• Internal Checks: Large refunds might need internal approvals, slightly extending processing time.
  
  

If 10–15 business days pass without receiving your refund, proactively contact Youi to check the status.

Youi refunds typically follow your original payment method:

• Credit/Debit Card: Quick, secure refunds direct to your card.
  
  
• Direct Bank Deposit (EFT): Requires your bank details, processed within a few days.
  
  
• Cheque (Rare): Only used when electronic methods aren’t possible.
  
  
• No Store Credit or Offsets: Your refund is returned directly, not as credits.
  

Youi will confirm your refund method during cancellation. Always ensure your payment details are accurate to avoid delays.

Common issues customers face with Youi refunds and how to avoid or resolve them:

• High-Pressure Retention: Be firm and polite if you encounter persistent retention tactics.
  
  
• Missing Confirmation: Always ensure you receive written cancellation confirmation to avoid renewal charges.
  
  
• Unexpected Fees: Understand the $30 cancellation fee post-cooling-off to prevent surprises.
  
  
• Refund Delays: Allow up to 20 business days but follow up if significantly delayed.
  
  
• Auto-Renewal Charges: Cancel early before renewal dates to avoid unintended charges.
  
  
• Claim-Related Refund Denials: Understand that significant claims usually prevent refunds.
  

Keep clear records and proactively communicate with Youi if issues arise.