Automatic payment enrollment and changes

How do we enroll a policyholder in automatic payments or change their bank or card on file with the details captured securely and the authorization the rules require, set up in billing?

Make enrollment a secure screen with the authorization built in. Callvu identifies the policyholder, prefills the billing account (the plan, the installment amount and dates, the current payment method on file, any autopay discount), takes the new bank or card details on a secure process-controlled screen the agent never sees, presents the recurring authorization with the amount basis, the debit date, the notice of changes and the cancellation method, captures the policyholder's agreement, verifies the bank account where the policy requires it, and writes the enrollment or the change to the billing system with the confirmation sent and the first debit date shown.

In scopeSimpleCallvu moves: prefill, write back

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Last updated November 7, 2026.

The problem today

The autopay was set up by phone with no written authorization, the first debit was returned, and the policy cancelled for non-payment.

Today, without Callvu

A policyholder asks the agent to set up automatic payments. The agent takes the routing and account numbers by voice, keys them, and says it is done. The account number has a digit wrong. The first debit is returned, the fee posts, the notice goes out, and the policy cancels while the policyholder believes it is paid. There is no authorization on file that would satisfy the bank's rules or the policyholder's dispute.

A recurring debit from a bank account needs the consumer's authorization under the NACHA rules and Regulation E (the amount or its basis, the timing, how to revoke), and a recurring card charge needs the card network's stored credential consent and PCI DSS handling of the card data. A change of method is the same transaction with a different starting point. The details belong on a screen the policyholder fills, and the authorization belongs in the record.

Enrollment is where most returned payments are born.

How it runs

From the requestto the system of record.

A policyholder asks to enroll in autopay or to change the method on file, online, in the app or during a call. Callvu identifies the policyholder and opens the enrollment on the billing account.

Policyholder: Enters the bank or card details on the secure screen, reads and agrees to the authorization.
Service agent: Sends the link during a call and sees the result, never the details.
Callvu: Prefills, captures on the secure screen, presents the authorization, verifies and writes to billing.

Prefill the billing account
The plan, the installment amounts and dates, the method currently on file (masked), the autopay discount where one applies and any pending installment are read from the billing system; the policyholder chooses to enroll, to replace the method, or to stop autopay.
Capture the details securely
The policyholder enters the bank account (routing and account numbers, with a check digit validation and, where the policy requires, an instant account verification or a micro-deposit) or the card (tokenized by the gateway with the stored credential consent) on a secure process-controlled screen; the agent, if on a call, sees progress and result only.
Present and capture the authorization
The recurring authorization is shown in the form the rules require: the amount or how it is determined, the debit dates, that the amount may change with the premium and how notice is given, how to revoke, and the returned payment fee; the policyholder agrees, and the authorization text with the time and the identity verification is kept.
Write back
The enrollment or the change is written to the billing system with the first debit date, the confirmation with the authorization terms is sent to the policyholder, and a stop request is applied with the date and the next installment's due date explained.

Where it ends: The policyholder is enrolled on a method they entered themselves and verified, with an authorization the rules recognize on the record, and the billing system holds the schedule. The Decision Trace shows the verification and the authorization terms; the Audit Trace shows the capture step, the agreement and the write. The Callvu moves in this process are prefill and write back.

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.

Regulations

NACHA authorization rules for recurring consumer debits (NACHA Operating Rules Article Two, Subsection 2.3.2, and the WEB and PPD entry requirements): A recurring debit to a consumer account requires an authorization that is readily identifiable as such, states its terms (the amount or the method of determining it, the timing, how to revoke), is kept by the originator for two years after termination and produced to the bank on request; a debit initiated over the internet requires a commercially reasonable fraudulent transaction detection system and account validation for the first entry.
Regulation E preauthorized transfers (12 CFR 1005.10): Preauthorized electronic fund transfers from a consumer account may be authorized only by a writing signed or similarly authenticated by the consumer, with a copy provided; where the amount varies, the consumer receives notice of the amount and date at least ten days before the transfer unless they elect a range; the consumer may stop payment by notice three business days before.
PCI DSS v4.0 and the card networks' stored credential rules: Card details for recurring charges are tokenized by the gateway and never stored or seen in the contact center, and the cardholder's consent to the stored credential and the recurring charge is captured with the terms the networks require.

Company policies

Bank and card details are entered by the policyholder on a secure screen, never by an agent.
The authorization is presented in the rule's form and kept with its time for the retention period.
A bank account is validated before the first debit where the rules or the policy require it.
The billing system is the system of record for the method and the schedule.

Controls

Identity verification.
Prefill from billing.
Secure capture with tokenization and account validation.
Authorization presentation and agreement capture with time.
Billing system write with confirmation.
Retention of the authorization.

Clocks and deadlines

First debit: The next installment date after enrollment, shown on the screen and in the confirmation.
Variable amount notice (Reg E): At least ten days before a debit whose amount changed, unless the consumer elected a range.
Authorization retention (NACHA): Two years after the authorization ends.

Documents and checks

The prefilled billing account
The masked method and the validation result
The authorization text as agreed, with time
The billing system record and the confirmation

In the Decision Trace

The validation performed and its result.
The authorization terms presented.

In the Audit Trace

The capture step with time, without the details.
The agreement with time.
The write and the confirmation.

The handoff

Between the front doorand the back office.

The front door

Online, in the app, or a link sent during a call; the policyholder enters the details and agrees on the secure screen.

The back office

The agent sees the result; billing holds the method and the schedule from the write.

The Decision Desk

A bank account that fails validation, a card the gateway declines for a stored credential, or an enrollment on an account with a returned payment history goes to the billing analyst in the Decision Desk with the account and only the allowed outcomes.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

Phoenix put more than 100 processes live in under 3 months.

Across Callvu customers

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

Does the agent see the bank or card details?

No. The policyholder enters them on a secure screen reached by a link or in the app, and the agent sees that the step is done and whether it succeeded.

What authorization is captured?

The recurring authorization in the form the bank rules and Regulation E require: the amount basis, the dates, the notice of changes and how to revoke, agreed by the policyholder and kept with its time.

When is the first debit?

The next installment date after enrollment, shown on the screen and in the confirmation.

Related processes

Premium payment by phone or link Payment plan enrollment Non-payment cancellation notice Premium refund request Try it in the sandbox All insurance processes

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