Policy cancellation request
How do we take a policy cancellation request from any channel with the reason, the effective date, the signature where the state requires it, a save offer, and the refund computed by the state's rules?
Treat the cancellation as a classified request with a computed refund. Callvu verifies the policyholder, classifies the request (the line of business, the reason, who is asking, whether a lienholder or mortgagee is on the policy, whether the state requires a signed request for the line), presents the retention offer the policy allows for the reason, captures the effective date and the signature where required, computes the return premium pro rata or short rate as the state's rules and the policy's terms provide, routes an exception to the service lead in the Decision Desk, and writes the cancellation to the policy system with the refund issued and the lienholder notified.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The policyholder cancelled by phone, the refund was short-rated on a line where the state requires pro rata, and the lender was never told.
A policyholder calls to cancel an auto policy because they sold the car. The agent cancels it on the spot with the date of the call. The refund is computed with a short-rate penalty the state does not allow on a policyholder's own cancellation of that line. The lienholder, still on the policy, is not notified. Two complaints follow, one from the policyholder and one from the lender, and the state asks for the file.
A cancellation is governed by the state's cancellation rules for the line: who may cancel and how (a written and signed request for some lines), the earliest effective date, the return premium method (pro rata on the insured's request in most states for personal lines, short rate only where the policy and the state allow it), the notice to lienholders and mortgagees, and the refund deadline. The insurer's own retention policy adds a save offer the agent should make before the cancellation, and the reason drives which offer.
A cancellation done right is a short process; done wrong, it is a complaint file.
How it runs
From the requestto the system of record.
A policyholder asks to cancel in any channel (a call, the website, the app, a letter, an agent). Callvu verifies the policyholder and opens the cancellation on the policy.
- Policyholder
- States the reason and the date, considers the save offer, signs where required and receives the refund.
- Service agent
- Assists in a call with the same screens and the save offer in front of them.
- Service lead
- Decides exceptions in the Decision Desk.
- Callvu
- Classifies, offers, captures, computes, routes and writes to the policy system.
Classify the request
The line of business, the state, the reason (a sold vehicle, a move, a price, a replacement policy, a death), the requester's authority (the named insured, a joint owner, an attorney in fact), the lienholder or mortgagee on the policy, the payment status and any open claim classify the handling: whether a signed request is required, the earliest effective date, the return premium method, and the retention offer the policy allows.
Offer and capture
The save offer for the reason (a coverage change, a payment plan, a discount review, a replacement vehicle endorsement) is shown to the policyholder and the agent; if the policyholder proceeds, the effective date is captured within the rules, the signature is captured on the screen where the state or the line requires one, and the refund destination is confirmed.
Decide
A request within the rules is processed by rule; an exception (a date before the request, an open claim, a lienholder objection, a request from someone other than the named insured, a policy under a premium finance agreement) goes to the service lead in the Decision Desk with the classification and only the allowed outcomes.
Write back
The cancellation is written to the policy system with its effective date and reason, the return premium is computed pro rata or short rate as the rules provide and issued through the refund process within the state's deadline, the lienholder or mortgagee receives the required notice, the proof of cancellation goes to the policyholder, and the billing system stops future installments.
Where it ends: The policyholder cancelled on a date and by a method the state allows, heard a save offer, received the refund the rules provide, and every interested party was notified from the policy system. The Decision Trace shows the classification, the offer and the computation; the Audit Trace shows the request, the signature and the write.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; the policyholder sees the offer, the date and the refund on their own screen or with an agent.
The back office
The service lead sees only exceptions; the policy system, billing and the refund process run from the write.
The Decision Desk
- A backdated request, an open claim, a lienholder objection, a requester other than the named insured or a premium-financed policy goes to the service lead in the Decision Desk with the classification and only the allowed outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Phoenix put more than 100 processes live in under 3 months.
Across Callvu customers
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
Can a policy be cancelled by phone?
Where the state and the line allow it; where a signed request is required, the signature is captured on the screen before the cancellation is processed.
How is the refund computed?
Pro rata or short rate as the state's rules and the policy's terms provide for the line and the reason, by the process, and issued within the state's deadline.
Is the lender told?
A lienholder or mortgagee on the policy receives the notice the clause requires, from the policy system write.
Related processes
Bring this process, or the one that costs you most.
We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.