Cancel Ladder the easy way

Service summary

Ladder is a digital-first life insurance provider operating under the legal entity Ladder Financial Inc. It offers online term life insurance policies and a branded consumer experience focused on flexible policy terms and rapid underwriting decisions.

Who uses Ladder

Typical customers are individuals seeking an online application experience for term life insurance with flexible term options and digital account management. Ladder advertises quick decisions and streamlined administration.

Company facts

Web cancellation

1. Sign in to your account on the Ladder website.
2. Locate policy settings or the contact/support section.
3. Submit a cancellation request using the web form or secure message center.
4. Keep the confirmation reference or save a screenshot of any on-screen confirmation.

iOS cancellation (App Store billed subscriptions)

1. Open Settings on your iPhone, tap your name, then Subscriptions.
2. Find the Ladder subscription and tap Cancel Subscription.
3. Keep the App Store confirmation email as proof.
4. If you also need to cancel the policy on Ladder's website, email [email protected] with your policy number.

Android cancellation (Google Play billed subscriptions)

1. Open the Google Play Store app, tap Menu, then Subscriptions.
2. Select Ladder and tap Cancel subscription.
3. Keep the Google Play cancellation receipt as proof.
4. Contact Ladder support by email if you also require policy termination.

Phone cancellation

1. Check your Ladder account for a dedicated support phone number; Ladder has not published a central phone line in the UK.
2. If a number is available, call and follow identity verification steps.
3. Ask for a cancellation reference and write it down.

Email cancellation

1. Email [email protected] with your full name, policy number and a clear statement: "I want to cancel my policy" and the effective date.
2. Request a written confirmation and keep the reply email as proof.
3. If applicable, request refund details referencing your payment method and dates.

Postal cancellation

1. Write a signed letter that includes your policy number, full name and the statement "I cancel my policy with immediate effect" or the requested end date.
2. Send by registered post to: Ladder, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Retain the proof of postage and delivery receipt.

For official support guidance see Ladder support - How do I cancel my policy.

Cooling-off period (consumer cancellation rights)

If you bought your policy online, you normally have a 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise it, send a clear statement to Ladder (email [email protected] or registered post) within 14 days of completing the application. Refunds must follow the statutory rules. See Consumer Contracts Regulations 2013.

Price increase

If Ladder increases the premium for an existing contract and that change is treated by the contract as a significant unilateral change, you may be able to terminate the contract. Provide the policy notice showing the increase and your identity. This termination right flows from the Consumer Rights Act 2015 principles on unfair contract terms and the Digital Markets, Competition and Consumers Act 2024 cooling-off provisions on renewals.

Death of the policyholder

To cancel because of the policyholder's death, submit a certified copy of the death certificate and the policy number by email or post. Provide proof of entitlement if you are an executor. Ladder's specific documentation requirements are not published; provide a death certificate and any correspondence the insurer requests.

Moving / change of residence

Changing residence alone is not an automatic ground to cancel a life insurance policy. If the change leads to the policy no longer being available or lawful, present proof of new address and request contract termination. Ladder's specific policy on moving is not published; therefore include a move confirmation and any correspondence received from Ladder.

Legitimate ground / service failure

The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. If Ladder fails to deliver agreed services or misrepresents the product, document the failure (emails, screenshots) and ask for termination and refund. If Ladder refuses, escalate to Trading Standards or Citizens Advice.

End of commitment

If your policy term ends, your obligations stop on the end date in your contract. Check your policy schedule for the expiry date and any renewal terms. If the contract auto-renews without a valid renewal notice, use the Digital Markets, Competition and Consumers Act 2024 rules on renewal cooling-off to terminate.

Applicable law reference

Consumer Contracts Regulations 2013 and Consumer Rights Act 2015 apply. For renewal cooling-off rights see the Digital Markets, Competition and Consumers Act 2024 cooling-off rights.

Before you cancel: ask for a retention offer

Ladder does not publish standard retention discounts in the research provided. If you want to keep cover cheaper, email [email protected] and state your policy number, current premium and the date you want the new price to start. Ask explicitly for a price review, longer term pricing or a change to an annual payment option to reduce monthly cost. Record any offer in writing.

What cancelling saves - concrete maths

Use your current plan price to compute yearly cost. Example calculations from Ladder pricing data found in research for its consumer app offers are below. If you pay PRO Monthly at £14.99, annual cost is: 14.99 x 12 = £179.88 per year. If you switch to PRO Annual at £89.99, annual cost is £89.99, saving: 179.88 - 89.99 = £89.89 per year.

Compare Ladder to the cheapest listed competitor from research: GoForma at £22 monthly equals 22 x 12 = £264 per year. Staying on Ladder PRO Monthly (£179.88) instead of switching to GoForma (£264) saves 264 - 179.88 = £84.12 per year.

Concrete prices used in these calculations: PRO Monthly £14.99, PRO Annual £89.99, PRO+ Monthly £19.99, PRO+ Annual £299.99, ELITE Monthly £40.99, ELITE Annual £399.99, GoForma £22 monthly.

Key UK laws that protect you

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give a 14-day cancellation right for distance and off-premises contracts. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and restricts unfair contract terms. Renewal cooling-off rights are reinforced by the Digital Markets, Competition and Consumers Act 2024.

How to escalate if Ladder refuses

1) Complain in writing to Ladder via [email protected] and request a final decision. 2) If unsatisfied, contact Citizens Advice for guidance and Trading Standards. 3) For card payments use Section 75 or ask your card issuer for a chargeback where applicable. 4) If policy relates to regulated financial services and you cannot resolve the dispute, consider referring the matter to the Financial Ombudsman Service if the policy and Ladder are within FOS jurisdiction.

Relevant legislation and guidance: Consumer Contracts Regulations 2013 and Digital Markets, Competition and Consumers Act 2024 - cooling-off rights.

Check access and final billing

Confirm the cancellation date and ask for a final bill showing any refund or outstanding amount. Keep the email confirmation or the registered post delivery receipt. If you paid by credit card and expect a refund, track the payment and note that banks can take up to several working days to process refunds.

Data and re-activation

Request confirmation of how long Ladder will retain your personal data and whether you can reactivate the same policy without a new medical assessment. If you want your data deleted, submit a Subject Access or deletion request to [email protected] in writing and keep the reply.

What to expect for refunds

If you cancel within the 14-day cooling-off period you are entitled to a full refund under the Consumer Contracts Regulations 2013 unless you consented to immediate performance of digital content. Outside that period, Ladder's specific refund terms are not published; request a written explanation if they deny a refund.

Use this checklist to ensure your cancellation is effective and documented.

• Gather your policy number, full name and payment details.
• Email [email protected] with the statement "I cancel my policy" and requested end date.
• Request written confirmation and a final bill or refund schedule.
• If using App Store/Google Play, cancel the subscription inside the relevant store and keep the confirmation email.
• If sending post, use registered post to Ladder, Crown Way, CF14 3UZ Cardiff and keep the proof of postage.
• Record dates and save all correspondence and screenshots.
• If Ladder refuses a statutory refund within 14 days, contact Citizens Advice and consider chargeback or Section 75 for card payments.