How insurers hand off FNOL, claim evidence and authority decisions to the back office without re-keying
In insurance the front door got faster, but a first notice of loss, a settlement request above the adjuster's authority or a life application waiting on an attending physician statement still reaches the back office by email, re-keyed, with the state's clock already running. Callvu runs that handoff end to end: it prefills the policy, classifies the request into a unit of work with its skill and due date, chases every third party on a clock, puts the decision in front of the right person in the Decision Desk, and writes the result to the claims or policy system.
The problem today
The front door got faster.The back office did not.
First notice of loss from any door
Three first notices for the same accident: the app's, the agent's and the AI assistant's, each with different facts and a different claim number.
Auto injury claim at first notice
The intake agent asked about the diagnosis before anyone had signed a release, and the file could not use the answer.
Unclaimed benefits and lost beneficiary search
The insured had been dead for six years; the policy was still in force and the beneficiary was two streets away.
How Callvu runs it
Twelve insurance processes,from the request to the system of record.
Twelve insurance handoffs run end to end: prefill, classify, chase and verify, decide, write back. Each page names the parties, the front door, what the back office receives and the decisions that go to the Decision Desk.
First notice of loss from any door
Starts in an app, with an agent, an AI chat or an AI agent; needs one complete governed claim; ends in claims with skill and due date.
Parties: Policyholder or claimant, Agent, Claims
Complex: multi-party handoffsAuto injury claim at first notice
Starts at first notice of an injury; needs medical consent before the claim moves and only the questions that apply; ends in claims.
Parties: Injured person, Policyholder, Injury adjuster
Complex: multi-party handoffsUnclaimed benefits and lost beneficiary search
Starts when a death match or dormant account is found; needs beneficiaries located and claims completed; ends paid or escheated on time.
Parties: Beneficiary or heir, Unclaimed property analyst, State unclaimed property administrator
Complex: multi-party handoffsClaim reserve and settlement authority approval
Starts when a reserve or settlement exceeds the adjuster's authority; needs the case built for the approver; ends approved or rejected in claims.
Parties: Adjuster, Claims manager
SimpleNon-renewal notice
Starts when underwriting decides not to renew; needs the notice with reasons sent within the required days; ends with delivery recorded.
Parties: Underwriter, Policyholder, Agent
Complex: multi-party handoffsHomeowners quote to bind
Starts online or with an agent; needs property details, inspection photos and prior loss history; ends as a bound policy in policy admin.
Parties: Applicant, Agent, Underwriter, Mortgagee
Complex: multi-party handoffsAgent and broker onboarding and appointment
Starts when an agency wants to sell; needs licenses checked, E&O proof, contracts signed and appointments filed; ends active in the producer system.
Parties: Agency or producer, Sales manager, Producer management desk, State insurance departments
Complex: multi-party handoffsAuto total loss settlement
Starts when a vehicle is declared a total loss; needs title, lien payoff, power of attorney and owner signatures; ends paid and the title transferred.
Parties: Owner, Lienholder, Adjuster, Salvage vendor
Complex: multi-party handoffsDisability income claim
Starts from the claimant or employer; needs attending physician statements, employer statement and authorizations; ends complete for the examiner.
Parties: Claimant, Attending physician, Employer, Claims examiner
Complex: multi-party handoffsLife underwriting evidence collection
Starts when underwriting orders evidence; needs paramedical exam results, attending physician statements and lab results chased from third parties; ends attached to the case for the underwriter.
Parties: Applicant, Paramedical vendor and labs, Attending physician, Underwriter
Complex: multi-party handoffsLong-term care claim and plan of care
Starts from the policyholder or family; needs care assessment, plan of care and provider invoices; ends with benefits approved.
Parties: Policyholder and authorized representative, Assessor and licensed health care practitioner, Care provider or facility, Claims examiner
Complex: multi-party handoffsCommercial property claim
Starts from the insured or broker; needs damage details, inventories, invoices and business interruption figures; ends with a complete file for the adjuster.
Parties: Insured, Broker, Adjuster, Forensic accountant
The rules and the clocks
The rules and clocksthe handoff runs under.
Every handoff runs against the regulation and the deadlines that apply to it. Each rule and each clock links to the process pages where it is enforced.
By role
What changesfor each team.
Compliance
The handoff is where the unfair claims settlement practices acts are usually broken: the acknowledgment sent late, the document request that was never written down, the total loss settled without the state's required items, the demand that expired while an approval sat in email. Callvu enforces those rules at each step of the handoff and records who did what, with what evidence, in the Decision Trace and the Audit Trace.
- The FCRA adverse action notice generated when a report drives a decline or a higher rate on a homeowners quote.
- Every Decision Desk choice limited to the outcomes your authority table and the policy allow, with an approver without the authority unable to approve.
- The ERISA decision periods and the state's non-renewal days tracked on the case, with the required content in every notice.
Operations
First notice of loss lands in claims as one complete, classified claim with its skill and due date, whether it came from the app, an agent on a call, your AI assistant or an outside AI agent over MCP. The adjuster starts from the facts, not from a call. The same five moves run a homeowners quote to the underwriter, a reserve change to its approver, a disability claim's three statements to the examiner and a commercial property file to the adjuster.
- Claims sees the week from minute zero: what came in by work type, what is due, what is stuck and on whom.
- Attending physician statements, employer statements, exams and labs chased from each third party on its own clock.
- Underwriters, adjusters, examiners and approvers decide only the exceptions, with the record and the documents in view.
IT
Callvu connects to the policy administration, claims, billing and producer systems you already run, by API and webhook, and runs on top of them without replacing them. Each outside party, a lender, a physician, an employer, a broker, a forensic accountant, meets the process in its own link, so nobody needs an account in your systems.
- Prefill from policy admin, the claims database and the reports; one bound policy, one complete claim or one approved settlement written back.
- Callvu integrates with Guidewire, Duck Creek Technologies, Majesco, Insurity, Sapiens and FIS Insurance Solutions.
- The back office report built on the Analytics API, so the same data feeds your BI and workforce tools.
Customer experience
The policyholder reports the loss once and tracks it on their phone, the homeowner takes the guided photos instead of waiting for an inspection visit, and the vehicle owner signs the total loss package without a trip to a branch. Nobody is asked twice for what the process already holds.
- A homeowners quote bound on the applicant's photos, with the evidence of insurance sent to the mortgagee at bind.
- A disability claimant who completes their statement once while the physician and the employer complete theirs.
- A long-term care claim where the family provides the documents once and the plan of care is chased from the practitioner.
Proof
In production in insurance.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
Phoenix Insurance completes life insurance applications about 9 days faster.
INS-03 · Self-asserted · verified 2026-11-05
Phoenix Insurance has 40% fewer agent-led calls.
INS-02 · Self-asserted · verified 2026-11-05
Phoenix Insurance put more than 100 processes live in under three months.
INS-01 · Self-asserted · verified 2026-11-02
Phoenix Insurance integrated all core systems with Callvu in 4 weeks.
INS-05 · Self-asserted · verified 2026-11-02
Questions
What insurance buyers ask,answered plainly.
How do insurers hand off first notice of loss to claims?
Callvu runs one first notice behind every door: the app, the website, an agent on a call, the insurer's AI assistant or an outside AI agent over MCP. It identifies the policyholder, prefills the policy and the coverages, classifies the loss from the first answers into a unit of work with its skill and due date, and writes one complete claim to the claims system. The acknowledgment goes out inside the state's period under the unfair claims settlement practices acts, and the adjuster starts from the facts.
How do homeowners insurers collect inspection photos and prior loss history before binding?
The applicant answers only what the public record and the reports do not hold, and takes the guided photos of the elevations, the roof and the systems the underwriting rules require, each checked against the answers before bind. A quote outside authority, a hazard in the photos or an exposure above the threshold goes to the underwriter in the Decision Desk with the record and the photos, and only bind, bind with conditions, or decline with the FCRA notice. The evidence of insurance reaches the mortgagee at bind.
How do claims organizations route reserve changes and settlement authority by the authority table?
Callvu builds the case from the claim, with the coverage and limits, the reserves and payments, the adjuster's evaluation, the demand and the documents, and routes it to the approver the authority table names for the line and the amount. The approver sees the deadline on the screen and only approve, approve a different amount with reasons, reject, or escalate; inaction at any level escalates by rule, and reinsurance is notified at the treaty's threshold.
How Callvu runs it: Claim reserve and settlement authority approval
How do life insurers shorten the evidence cycle with attending physician statements, exams and labs?
Every evidence order becomes a chase against a named third party with a deadline. Callvu schedules the exam with the applicant, requests the attending physician statement on the state's response period, reads each result on arrival and checks it against the order, and attaches it to the case for the underwriter with the findings flagged. New business sees requirement status instead of fielding calls.
How do disability insurers collect the claimant, physician and employer statements so benefits start on time?
The claimant completes their statement, authorizations and payment details on their phone, the physician their statement and records through their channel, and the employer the occupation, earnings and last day worked through their link, each chased on the clock. The examiner decides only a definition question, a pre-existing condition flag, an offset or a conflict between statements in the Decision Desk. For a group claim, the ERISA decision is due within 45 days, extendable twice by 30 days with notice, and the record shows the tolling.
What must an auto total loss settlement include, and how do we collect it from the owner and the lender?
The actual cash value from the valuation, the taxes and fees the state's total loss rules require, the lien payoff, the title, the power of attorney and the owner's signatures. Callvu runs the settlement as one signed package with the lienholder inside it, each party on its own link, and the payments and the title transfer run from the record. The adjuster decides only value disputes and title problems.
Every step of the insurance handoff is enforced at runtime
Six AI agent evaluators check each step against the regulation and your own policies before it runs.
Bring your messiest handoff
We build it against your policies and the insurance systems you already run, train your team and stay with you through launch. You are live in weeks.