We can't offer an exchange or refund for your order unless the event is cancelled, but we do know that plans change sometimes. That's why we offer our fans the option of adding Missed Event Insurance to your order with Allianz Assistance. Here’s some useful information:

How do I buy Missed Event Insurance?
If it's available for your event, we'll offer you the chance to add insurance when booking your tickets online. Missed event insurance is only available when booking online.

How do I cancel my insurance policy?
If you have selected ticket insurance by accident and don't need it you can contact Allianz to cancel it as long as it's within 21 days of the booking. Unfortunately, Ticketmaster is unable to cancel the policy for you as you are now the policyholder. You can contact Allianz on 0345 641 9726 or by email missedeventinsurance@allianz-assistance.co.uk

Who do I contact to make an enquiry about my insurance policy?
The insurance company, Allianz Assistance, are completely separate to Ticketmaster, so it's them you'll need to contact with any queries about your policy. There are a couple of different numbers, depending on what sort of query you have:

0345 641 9727 for anything to do with making a claim or making changes to your policy. 
0345 641 9726 for any general enquiries, cancelling the policy or to make a complaint