Auto injury claim at first notice
How do we take an auto injury claim at first notice with the medical consent captured before the claim moves and only the questions that apply asked?
Put the consent before the questions. When a first notice involves an injury, Callvu classifies the injury intake (the injured party, their relationship to the policy, the coverage that responds, the state's no-fault or tort rules, the severity), captures the HIPAA authorization and the state's medical release from the injured person on their own phone before any medical question is asked, presents only the questions the injury type and the coverage need, chases the medical provider details, the bills and the records on a clock through the claims documentation process, and writes the injury claim to the claims system with the consent attached, the reserve indicators and the assignment to an injury adjuster. Live at Phoenix Insurance, under national rules outside the US.
Live at PhoenixComplex: multi-party handoffsCallvu moves: classify, chase and verify, write back
Last updated November 7, 2026.
The problem today
The intake agent asked about the diagnosis before anyone had signed a release, and the file could not use the answer.
An injury claim starts with a frightened caller. The agent asks what happened and what the doctor said, writes it down, and the claim moves. No authorization was signed; the medical records cannot be requested; the questions asked were the collision script, which spends ten minutes on the bumper before the ambulance. The injury adjuster starts over.
An injury claim has its own order: the authorization for medical information before the medical questions, the coverage that responds (personal injury protection or medical payments, the liability of another party, uninsured motorist) which depends on the state and the relationship, the state's claim handling periods, and the documentation that only the injured person and their providers can supply. Asking only what applies is a kindness and a control.
The consent first, the right questions second, and the claims system gets a file it can use.
How it runs
From the requestto the system of record.
A first notice with an injury flag arrives (through the first notice process in any channel), or an injured person contacts the insurer. Callvu opens the injury intake.
- Injured person
- Signs the medical authorization on their own phone, answers only the questions that apply, and provides provider details.
- Policyholder
- Provides the accident facts where they are not the injured person.
- Injury adjuster
- Receives the claim with the consent and the facts and decides coverage questions in the Decision Desk.
- Callvu
- Classifies, captures consent first, asks the right questions, chases, routes and writes.
Classify the injury intake
The injured party (the policyholder, a passenger, a pedestrian, an occupant of another vehicle), their relationship to the policy, the state's no-fault or tort framework, the coverage that responds (personal injury protection, medical payments, bodily injury liability, uninsured or underinsured motorist), the severity indicators (transported, admitted, fatality) and any attorney representation classify the intake, the questions and the assignment.
Capture the consent before the questions
The HIPAA authorization and the state's medical release, in the form the state's no-fault law or the insurer's approved form requires, are delivered to the injured person on their own phone with the explanation of what will be requested and from whom, and signed before any medical question is asked; a represented claimant's attorney receives the authorization request through their channel.
Chase and verify what applies
The questions the injury type and the coverage need are presented (the injuries and the treatment so far, the providers, the employer and wage loss where the coverage pays it, the health insurer for coordination, the prior injuries where the rules allow) and the provider details, the bills and the records are requested on a clock through the claims documentation process; a coverage question (the relationship, the state's threshold, a priority dispute between insurers) goes to the injury adjuster in the Decision Desk with only the allowed outcomes.
Write back
The injury claim is written to the claims system with the consent attached, the coverage classification, the reserve indicators, the state's periods started, and the assignment to an injury adjuster by skill; the injured person receives the acknowledgment with the claim number and what happens next.
Where it ends: The injury claim moved only after the consent was signed, with the questions that apply answered once and the providers identified, and the claims system holds a file the injury adjuster can act on. The Decision Trace shows the classification, the consent and any coverage decision; the Audit Trace shows the authorization, the answers 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
The first notice in any channel with the injury flag, or the injured person's own contact; the consent and the answers on their phone.
The back office
The injury adjuster starts with the consent, the facts and the providers; nobody asks the injured person twice.
The Decision Desk
- A coverage question (the relationship, the state's threshold, a priority dispute) goes to the injury adjuster in the Decision Desk with the classification and only the allowed outcomes.
Proof
Live at Phoenix.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 reaches more than 90% completion without human help.
INS-06 · 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
PHI masking is tested and live.
ENF-08 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
Why capture the consent first?
Because medical records and bills can only be requested under a signed HIPAA authorization, and answers given before it are hard to use; the injured person signs on their own phone before any medical question.
Which coverage pays?
The classification applies the state's no-fault or tort framework and the injured person's relationship to the policy to decide whether personal injury protection, medical payments, liability or uninsured motorist responds, and a dispute goes to the adjuster.
What if the claimant has a lawyer?
The authorization request and the communications go through the attorney's channel, and the file records them under the state's rules.
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