This article is specifically about cashback you earn by switching to a new health insurance policy, energy contract, or car insurance via the app. Here about a different type of cashback? Check this article instead.
It’s frustrating when your cashback doesn’t appear or gets rejected when you were expecting it. Below we explain how the cashback process works, what can go wrong, and how we’ll help you.
How cashback works via the app
When you take out a new product via the app — such as health insurance, an energy contract, or car insurance — your cashback runs through several parties, even though you do everything from within the app:
- The app shows the comparison and processes your application — powered by comparison data from Overstappen.nl.
- Overstappen.nl receives your application in the background and forwards it to the provider. They also verify whether you applied through the correct route.
- The provider approves the transaction and pays out the cashback.
Every step in this chain needs to go right before your cashback is paid out. If something goes wrong at any point, it may take longer — or the cashback may be rejected.
Why hasn’t my cashback been registered?
Most applications are completed entirely within the app, so registration is handled automatically and reliably. If your cashback isn’t showing up, it’s more likely related to the approval process than a registration issue — see the section below.
In some cases, completing an application requires you to click through to the provider’s website. When that happens, the same tracking rules apply as with regular online cashback.
Why has my cashback been rejected?
A cashback can be rejected by the comparison partner or the provider. The most common reasons:
- The provider did not approve the application.
- The application was approved, but the required payments in the first period were not made (for example, the first premium was not paid).
- You switched back to a previous provider before the minimum contract period had ended.
- You were not a new customer with the provider. During the comparison, you are asked whether you are a new customer — if this was not answered truthfully, the provider can reject the cashback.
If the provider rejects the cashback, we are unable to override that decision. We pass on the provider’s decision to you as quickly as possible.
What can you do?
- Check the status in the app. Go to your subscription overview and tap My applications. Here you can see the status of your application and the associated cashback.
- Cashback rejected? The provider makes the final decision on whether cashback is paid out. We pass on these decisions as quickly as possible, but we cannot change the outcome.
For questions about your cashback, we are your point of contact — reach us via the chat in the app. For questions about your contract or policy, you can contact the provider directly.