Cancelations, Refunds, and Reinstatement
Last updated: August 22, 2025
This is a guide that will teach you a how to and answer questions around:
Voluntary cancelations for both billing types
Agency Bill
Direct Bill
Nonpayment cancelations
Refunds
Reinstatements
FAQs
Cancelations
Direct Bill Cancelations
When you need cancel a policy for an insured you can do easily in the Ascend dashboard. Below we will breakdown the cancelation workflow:
From the program page select Actions > Cancel
Choose whether you'd like to cancel the whole program or just an individual policy (if multiple policies were billed on the same program)
Fill out the pertinent information and make sure to include cancelation documentation
Select Confirm cancelation
There are cases where your company will receive Notices of Cancelation from Honor Capital/ETI Financial for your direct bill Ascend programs. You will need to go in to the Ascend program and follow the same steps as above for those cases.
Interest on the balance of the loan will accrue until the loan is paid off.
Any return premium will first be applied to the loan balance. After the loan is paid off a refund will then take place. We go further in to this in the refunds section below.
We bill your company for the unearned partner commission. An invoice is automatically created to then collect those funds from the partner agency.
Agency Bill Cancelations
From the program page select Actions > Cancel
Fill out the pertinent information and make sure to include cancelation documentation
Select Confirm cancelation
Refunds for Agency Bill programs go back to the partner agency or finance company, if outside financing was used by the retailer
If financed they will always go back to the finance company
Return Funds and Refunds
Once canceled Ascend will automatically create invoices for you to return funds. They can easily be updated or paid for under the Action Items header.
Your company pays the unearned commission on behalf of the partner agency.
An invoice is automatically generated for your company to recover the unearned commission from the partner agency.
You can pay these return funds invoices via each program page or in bulk via the balance tab.
Direct Bill (Financed)
MGA Returns Funds
↓(3–5 business days ACH clearance)
Ascend Applies Funds to Loan
↓(1-2 business days)
Ascend Sends Refund Check (If excess funds)
Direct Bill (Paid in Full)
MGA Returns Funds
↓ (3–5 business days ACH clearance)
Ascend Refunds Insured (via original payment method)
Agency Bill (Outside Financed)
MGA Returns Funds
↓ (3–5 business days ACH clearance)
Ascend Sends Check to Finance Company
Agency Bill (Paid in Full)
MGA Returns Funds
↓ (3–5 business days ACH clearance)
Ascend Refunds Partner via ACH
Reinstatements
In most scenarios, programs cancelled in Ascend can be reinstated. Any paid-in-full or agency bill programs may be reinstated, up until the policy expiration date.
For financed programs, the client's loan will need to be brought fully current for a Notice of Reinstatement to be issued to the carrier/MGA. Ascend generates a reinstatement link that is inclusive of all installments and fees that the insured missed during the canceled period.
Reinstating a program is as simple as selecting Actions > Reinstate program from the program page.
When a reinstatement is created Ascend:
Reverses any pending cancellations
Voids unpaid invoices, payouts, and refunds
Creates new invoices to collect money back from the necessary parties (if needed)
Reactivates the quotes and program
Handles the money flow - making sure funds are properly routed
Loan Reinstatement Timeline (Direct Bill programs only)
Keep in mind that reinstatement begins once the insured's payment clears, not once it is initiated.
Day 0: Client's payment clears to Ascend. Ascend voids unnecessary refunds, payouts, and invoices. Ascend creates future invoices as needed.
Days 1 - 5: Ascend will reinstate the loan
The effective date of the Notice of Reinstatement will reflect the day after when the client's reinstatement payment clears.
Day 5: Ascend will send the Notice of Reinstatement to MGA & Notice of Reinstatement document will become available on the client's program page within the Financing documents button.
