What is a program?

A program is the primary billing object in Ascend, used to generate customer payment links. One program can have up to 25 quotes (policies) attached to it, which allows you to send the customer one payment link for multiple policies. To learn how to create a program, check out the article here.

Once a program is created, the Program page will be the central source of information regarding the policies, including:

• Program Status

• Actions

• Payment Options

• Customer Details

• Policy Details

• Transactions

• Email Communications

Program Status

This program status indicates the overarching status of the program.

A few common statuses are below:

• Payment Due indicates that a client has yet to initiate payment for a program. Changes can be made to all quote/policy fields while the program is in this status.

• Active indicates that Ascend has received payment from a customer for a program and the program is in good standing.

• Processing is when a payment has been initiated but has not yet fully cleared.

• Overdue and Pending Cancelation statuses indicate a client has missed a recent installment payment or if their policy is at risk of cancelation for nonpayment.

• Completed: varies based on whether the program was paid-in-full or financed.

  • Paid-in-Full: All policies expired and payment has been made

  • Financed: All policies expired and loan has been paid off

• Incomplete: program has been started but has not yet been finalized or sent to the insured for payment.

• Canceled: program has been canceled, either by the agency or by Ascend (loan canceled due to non-pay)

• Transfer Funds: Organization needs to transfer funds to Ascend (e.g. transaction fees, return premium, etc)

• Pending Reinstatement: insured has initiated payment on their reinstatement payment link and we are waiting for the funds to come through and be applied to the loan.

• Reinstatement Due indicates that the program has been canceled (or is pending cancellation) due to nonpayment, and a reinstatement payment is now required to restore coverage.

Actions Menu

The Actions menu in the program page's upper right-hand corner contains many valuable features, including endorsements, early loan payments, and cancelations.

Payment Options

Typically, your customer will have two payment options available when purchasing a program: Financed or Pay In Full.

Details about each payment option can be found within its respective sections.

Modifications can be made to the loan terms by selecting Adjust loan terms from the top right corner of the Financed payment option details.

Downpayment, Interest Rate, and Payment Schedule can all be modified. Some modifications require underwriting approval. To learn more about this process, check out this article here.

Sometimes you may see an error that financing isn't available. For more information on that error, click here.

Customer + Role Details

You can view and edit the customer's contact information from this section. You can also edit, add or reassign the Producer and Account Manager. Click on the three vertical dots or pencil icon at the top right of each section to edit details.

Policy Details

Each quote or policy added to the program will appear in this table.

Hover over the policy row to reveal additional actions like Endorse, Edit, and Delete.

Click on a policy row to view complete details.

Transactions Table

The Transactions Tab provides a complete payments ledger for the program. This is your source of truth for tracking all money movement related to the insured, your agency, and the carrier/wholesaler.

There are 3 tabs on the Transactions table:

1. Customer: payment history for the insured, including any upcoming, succeeded, or refunded customer payments.

2. Your agency: payment history to and from your agency on this program, including commissions transfers and take rates.

3. Carrier/Wholesaler: payments to and from the carriers and/or wholesalers/MGAs on the program, including payouts for endorsements.

You can click on each payment line for additional details or to download receipts.

Communications

A record of all Ascend's email communications to your insured and your team for this program is published in this table. To preview a copy of the email your customer received, click on the title of the email row, and the email preview will open up in a new tab. If your browser has pop-up blockers enabled, you may have difficulty opening email previews.

Date Sent, Date Opened, and Date Clicked timestamps are published alongside the email subject. The "Failed" status indicated the email to the insured bounced.

Frequently Asked Questions (FAQ)

Where can I download a receipt for a customer payment?

Navigate to the Customer tab within Transactions and click on the specific payment line. If a receipt is available, you will be able to download it from the transaction details.

Why do I see a negative amount in the Transactions tab?

Negative amounts typically indicate:

• Refunds

• Return premiums

• Reversed fees

• Adjustments related to cancellations or endorsements

Click into the transaction for a full breakdown.

How can I confirm the carrier has been paid?

Go to the Carrier/Wholesaler tab and review the payout transactions. A “Paid” status confirms the funds were disbursed.

Can I edit or delete a transaction?

No. Transactions are system-generated and cannot be edited or deleted. If something appears incorrect, please contact [email protected] for assistance.

Contact Us

Need more help? Contact us at [email protected] for more help