16/2/2015 TM support team sent an email to CCC to call the insured due to he requested to cancel his policy. The insured said TSR told him that he will change his existing policy to the new one with lower premium payment and also has the cash coupon. TSR did not tell him to apply the new policy. CCC staff has explained the insured that GT unable to refund premium if there is no the request of policy cancellation within free look period or any related document as evidence. The insured acknowledged and ask TSR to call him back.