If the customer creates their pocket account when they arrange their insurance policy, they will have several features that allows them to manage their own policy, including cancellations.

If the customer opens their pocket account and My Policies, there are several icons available to perform certain actions including cancel, as shown here:

If they select Cancel, a new tab opens with some required fields to complete, as shown here:

The cancellation reason field has the same list of options that is available to the broker, if the broker is cancelling in bond.

After completing the fields, the customer will need to select Calculate.  This feature allows the customer to see what transactions will occur if they cancel.  It would show if they were to have money returned to them, or if they owe money or if the cancellation is $0.

Here is an example:

The cancellation will only be processed if they select Submit.  If they select Cancel, they will return to the account overview screen, in pocket.

When Submit has been selected, the platform automatically generates a Cancellation Agreement for the customer to review, check the box to confirm and Accept and Cancel, as shown here:

Selecting Decline will stop the cancellation, and no action would be taken.

An automated letter is available in their pocket account showing the cancellation and an email is sent to the customer to confirm the cancellation, along with a pdf copy of the above Cancellation Agreement Terms and a copy of the Insurance Policy.

An activity will be generated to notify the broker that the customer has cancelled, and the Cancel Icon and Change Policy Icons are greyed out in bond as shown in this screenshot:

Any transaction for that cancellation, whether it be credit or debit is automated and will show in the Payments screen and Transaction Summary screen. 

In the above example, we can see that a REFUND of $389.95 will be returned to the Active credit card on 10th June, 2021.  There may be restrictions on the date of the cancellation debit or credit IF the policy starts in the future.  Refunds are set to NOT refund before the policy starts. However there is some flexibility, by using the Change All Dates feature under the Action icon (3 dots) menu.