Insurance cancellation documents, statuses, and refunds
Last updated: October 23, 2026
A cancellation request moves through statuses shown in the booking's Cancellation section, from Requested to Completed, and each status says whether Edvisor, the provider, or you owns the next action. This article also covers the documents required to cancel Australian OSHC and international policies, the file formats and sizes the form accepts, and how to read the recorded refund amount and method.
Return to the booking's Cancellation section to see each request's status, dates, activity, and any instructions from Edvisor. The request number and the active stage identify which case you are following.
A cancellation request has its own status. It is separate from the booking status shown in the Insurance Bookings list.
Cancellation request statuses
The statuses
| Status | What it means and what to do |
|---|---|
| Requested | Edvisor has received the request for review. No further action is needed unless the team contacts you. |
| Waiting on client | Edvisor needs documents or clarification from you. Open the request and respond using Add documents. |
| Submitted to provider | The request has been sent to the insurer. Wait for the provider's decision. |
| Provider rejected | The provider declined the request. Read the rejection reason and contact Edvisor about any correction or reconsideration. |
| Edvisor processing refund | The refund outcome has been recorded. Review the approved amount and method. Payment processing may still be in progress. |
| Funds sent | The refund or credit has been recorded as processed. Check the refund method to understand how it will be received. |
| Completed | Edvisor has closed the cancellation case. |
| Withdrawn | The cancellation request has been withdrawn. Withdrawing it does not cancel the policy. |
Email updates
Email updates go to the person who submitted the request. They cover receipt of the request, requests for more information, provider rejection, refund confirmation, and completion.
Check the in-app status for progress between these updates.
What to do next
- If the status is Waiting on client, see How to respond when Edvisor needs more information.
- To end a request before it reaches the provider, see How to withdraw a cancellation request.
- Once an outcome is recorded, see Reading your refund result below.
Required documents for cancellation
The cancellation form shows the documents required for your reason, provider, and answers. Use the sections below to gather them before you start, and follow the fields shown in the form itself.
File requirements
Every document field in the cancellation form accepts the same file types, with one size exception.
Formats and sizes
- Accepted formats: PDF, JPEG and PNG.
- Maximum size: 10 MB per file.
- Insurance authority forms: 20 MB.
Before you submit
- Upload a clear, readable copy, and check the document belongs to the right student.
- To replace an incorrect upload, use Remove file first.
- Wait for each upload to finish. An upload still in progress keeps the submit button unavailable.
- If you change the cancellation reason or a follow-up answer, review the required document fields again. The form may now ask for different documents.
Australian OSHC policies
OSHC means Overseas Student Health Cover. The cancellation form shows the documents required for your reason, provider, and answers. Use this section to gather them before you start, and follow the fields shown in the form itself.
| Cancellation reason | Documents to prepare |
|---|---|
| Visa refusal | Visa refusal letter |
| Visa refusal for an extension or renewal | Visa refusal letter and return flight ticket |
| Visa changes from subclass 500 | Approval letter for the new visa, and the granted subclass 500 visa |
| Program cancellation and returning home | Return flight ticket and visa withdrawal document |
| Student will not travel to Australia — visa was granted | Visa withdrawal document and cancelled Confirmation of Enrolment (CoE) |
| Student will not travel to Australia — visa was not granted | Cancelled CoE |
| Changing to another provider | New policy certificate |
If the coverage has already started
Coverage that has already started requires a signed insurance authority form and a movement-records confirmation, in addition to the documents above. See Cancelling OSHC coverage that has already started.
If the answers change, check the fields again
The form rebuilds its document fields from your cancellation reason and your follow-up answers. If you change either one, review the required fields again before you submit.
International policies
The cancellation reasons available depend on the provider. The form shows the reasons and document fields that apply to the policy you are cancelling.
| Reason, when available | Documents to prepare |
|---|---|
| Visa refusal | Visa refusal letter |
| Student will not travel | Passport copy |
| Student could not enter the destination | Entry refusal document or relevant passport stamps |
Orbit Protect
For Orbit Protect, also download the provider's cancellation form and upload it fully completed and signed by the student.
Timing
International-policy cancellations through this form are available only before the selected coverage period starts.
If the form says coverage has started and blocks submission, contact marketplace@edvisor.io for help with the booking.
Reading your refund result
Once the outcome is recorded, the Cancellation section shows the relevant amounts, refunded days, refund method, and notes.
The refund can differ from the amount paid
The customer refund can differ from the original policy amount, because the provider may approve only part of the coverage and applicable fees may affect the result.
A cancellation described as Full does not, by itself, guarantee a refund of the full amount paid.
Use the recorded customer refund amount and customer refund method as the result.
Refund methods
| Refund method | How to interpret it |
|---|---|
| Refund to card via Stripe | The refund goes to the card used for payment. |
| Credit on next statement | The refund is handled as a statement credit. |
| Provider sent refund to the student's bank account | The provider handles the refund directly to the student. |
| Customer disputed payment — no refund required | The payment dispute is the recorded resolution; a separate refund is not required. |
Status is not confirmation that money has arrived
Edvisor processing refund records the outcome, not the arrival of funds. Card or bank posting times depend on the payment route and the financial institution.