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Servicing and Cancellation

Version: Not versioned (stub)
This version: 2026-09-01
Status: Stub. Scope indicated only; not yet open for comment.
Licence: CC BY 4.0 (text). Schemas, when published, under Apache 2.0.
Conventions: RFC 2119 keywords and addressed roles
Steward: Marrow (onmarrow.com), on behalf of the Agent Mediated Insurance (AMI) working group
Interaction: Servicing; Cancellation
Action risk class: 0 Read to 2 Transact

This is a scope stub, not a standard. It records the shape of an interaction that will be specified in a later version, so that an implementer building against New Business today can see what is coming and where it will attach. It states no requirements.

Scope​

Two related interactions are covered here.

Servicing is the everyday interaction with a held policy: retrieving documents, updating contact details, making a payment, asking a question about cover. Its action risk class varies with the action. Reading policy data is Class 0 to 1 and requires read:policy with authenticated identity; making a payment is Class 2 and requires payment authority. Underwriting content is low.

Cancellation is the interaction that ends a policy, either within the cooling-off period or mid-term. It is Class 2 and requires the cancel scope. The applicable cooling-off period depends on the product: 14 days for general insurance, 30 days for life and protection contracts.

Distinctive requirements​

These are the requirements that distinguish servicing and cancellation from New Business. They will be specified in full in a later version.

Servicing:

  • Authentication for policy data.
  • Payment authority for any payment made on the customer's behalf.
  • Low underwriting content, which is what allows most servicing to run without a referral path.

Cancellation:

  • The cooling-off right that applies to the product, distinguished from mid-term cancellation.
  • Refund and short-period calculation.
  • Informing the customer of the consequences of cancelling without obstructing them from doing so.

Authority is not restated here. It is defined in the scope ladder (Consent, Authority and Scopes 4.2) under read:policy, pay:limit and cancel. Revocation of a scope is a separate act from cancelling a policy, and is defined in Section 7 of that standard.

Not yet open for comment. Scope indicated so implementers can see the direction of travel.