Overpaid premium refund

We’ve identified that some of our members, both past and present may have overpaid their premium. This overpayment arose due to either:

• changes to the way you pay us (for example when you transfer from an individual policy to an employer group scheme), or
• because your policy cancellation date was prior to the date you were paid up to.

Here at Southern Cross, we pride ourselves on being with our members as much as they are with us. That’s why we take the extra step to ensure that any adjustments to premiums that would benefit our members are promptly actioned. This is why some members may end up with a credit on their account.

We’re currently in the process of contacting our affected members so we’re able to refund the overpaid premium as well as provide compensation in the form of the ‘time value of money’.

What do you need to do?

If you are entitled to a refund, you'll receive an email or letter from us to confirm your next steps:

• If we have your bank account on record, we’ll confirm that account as the one we’ll be paying the refund into. If you’re happy for the refund to be paid into that account, you won’t need to do anything. If you want the refund to be paid to a different bank account, you need to complete this form within 10 working days of the date of your letter. If we don't hear from you within that period, the refund will be paid into the bank account set out in our letter.
• If we don’t have your bank account details we'll request that you complete this form. Once we receive your completed form, we will refund you within 10 working days.

Provide your bank details

Our complaints process

We are committed to ensuring that our products and services meet your expectations. If you are dissatisfied with any of our products or services, we’d love to hear from you. You can raise your concern to us by following our complaints process, you can learn about the process here.

FAQs