According to the General Insurance Conditions: article 1.10 Cancellation of the insurance & refund of the premium:
The insurance policy can be cancelled and a refund claimed under the following conditions:
The insurer is willing to accept the cancellation and reimburse the insurance premium in the event that the insured or a rightful person is able to prove with original medical certificates, the death certificate of the insured party, certification that they have been summoned by the authorities (police, judiciary or administrative) or with other original documents that there is an objective impediment to travel or, the insured does not obtain a visa for the country of destination. A visa rejection letter from an embassy or consulate must be sent to the insurer in order to be eligible for a refund.
The policy can be cancelled and a refund can be claimed only prior to the starting date of the period of coverage stated on the insurance certificate. After the start date, the policy cannot be cancelled and no refund can be claimed.
The refund of the insurance premium will be made using the same payment method and currency as used for the original purchase. Any charges for bank transfers or credit card fees are at the expense of the insured or policyholder.
We remain at your disposal for any further queries.
Thank you.