Claim status and document upload by the claimant

How do we let a claimant see their claim's status and upload the documents that are due without calling, so the documents land on the claim checked?

Give the claimant one link that shows the claim as it is and asks for what is due. Callvu identifies the claimant, reads the claim from the claims system (the stage, the adjuster, what has been received, what is outstanding and by when, the next step and any payment), shows it in plain words in the app or from a link texted from the phone menu, lets the claimant upload each outstanding document against its request with the guided camera, reads and checks each upload on arrival (the document type, the dates, the names, the legibility) and tells them whether it was accepted, chases what is still due on the claim's clock, and writes each accepted document to the claims system with the adjuster notified only when the file changes.

In scopeSimpleCallvu moves: chase and verify, write back

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Last updated November 7, 2026.

The problem today

Half the calls to the claims line were policyholders asking where their claim stood, and a quarter were sending documents the adjuster already had.

Today, without Callvu

A claimant wants to know what is happening. They call, wait, and reach an agent who reads the adjuster's notes aloud. They email a document to the adjuster, who is on leave; the document is attached to the wrong claim or not at all. The adjuster's next letter asks for it again. The call volume is a cost, and the duplicate requests are a complaint waiting to happen.

The unfair claims settlement practices acts require insurers to respond to claim communications within a set period and to keep the claimant informed of the claim's status; several states require written status updates at intervals on open claims. The claim's status, the outstanding items and their due dates are already on the claims system. The claimant needs to see them and to put the documents where they belong.

Status is a read, upload is a write, and neither should need a phone call.

How it runs

From the requestto the system of record.

A claimant opens the app or the link texted from the phone menu, or a document becomes due on the claim and the claimant is asked for it. Callvu reads the claim.

Claimant: Sees the status and the outstanding items, uploads documents against each request, and hears whether each was accepted.
Adjuster: Is notified when the file changes and sees the documents checked and attached.
Callvu: Reads the claim, presents the status, chases what is due, checks each upload and writes it to the claim.

Identify and read the claim
The claimant verifies identity (the claim number and a code to the phone or email on the claim, or the app's login) and the claim's stage, the adjuster's name and contact, the documents received with dates, the documents outstanding with their due dates, the inspection or appointment scheduled, the next step and any payment issued are read from the claims system and shown in plain words, in the claimant's language.
Chase and verify the documents
Each outstanding item is a request with an explanation (what it is, why it is needed, an example); the claimant uploads with the guided camera or from files; each upload is read on arrival (the document type matched to the request, the dates and names compared with the claim, the legibility checked) and the claimant is told at once that it was accepted or what is wrong with it; reminders for what is still due go on the claim's clock until it arrives.
Handle what the status cannot answer
A question the status does not answer (a dispute about the amount, a request to speak to the adjuster, a complaint) is captured as a message on the claim with the claimant's words and routed to the adjuster with a response clock under the state's rules; a document that fails its checks twice goes to the adjuster in the Decision Desk with the uploads and only the allowed outcomes: accept as is, request a specific replacement, or waive the item.
Write back
Each accepted document is written to the claims system against its request with the date received, the claim's outstanding list is updated, the adjuster is notified when the file changes rather than on every view, and the state's status communication is recorded as delivered where the view or the message satisfies it.

Where it ends: The claimant saw the claim as it was and sent each document to the place it belonged, checked on arrival, and the adjuster's file changed without a phone call or a duplicate request. The Decision Trace shows each document's check and any adjuster decision; the Audit Trace shows each view, upload, acceptance and message with its time.

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

State unfair claims settlement practices acts (NAIC Model Act 900 and Model Regulation 902, section 5 on claim communications): The insurer must reply to a pertinent communication from a claimant within the state's period (ten to fifteen working days under most state rules), must keep the claimant informed of the status of the investigation and, where the claim is not resolved within the investigation period, send a written explanation of the reasons for the delay at intervals the state sets (every thirty or forty-five days in many states); the status view and the messages are recorded against these periods.
State claim status and delay notice rules (for example California Code of Regulations Title 10 section 2695.7(c)(1), Texas Insurance Code 542.056, New York Regulation 64 section 216.6): Where the insurer needs more time, it must notify the claimant in writing of the reasons and continue to do so at the state's interval; where the insurer needs documents, it must identify them; the outstanding list with due dates and the delay messages are generated from the claim and recorded.
Privacy and identity rules for claim information (GLBA, the NAIC Privacy of Consumer Financial and Health Information Model Regulation #672, HIPAA for health information on injury claims): Claim information is disclosed only to the claimant or their authorized representative after identity verification, and health information on an injury claim is shown only under the authorization on file; the identity step and the authorization check gate the status view.

Company policies

The status shown is the claims system's, read live, in plain words; no agent reads notes aloud.
Every document request explains what and why, and every upload is checked on arrival with an immediate answer.
The adjuster is notified on changes to the file, never on views.
The claims system is the system of record for the documents, the outstanding list and the communications.

Controls

Identity verification and authorization check before any claim data is shown.
Live read of stage, received and outstanding items from the claims system.
Document requests with explanations and guided upload.
Reading and checks on each upload with immediate feedback.
Reminders on the claim's clock and message routing with the state's response period.
Decision Desk for repeated failures; claims system write with the date received.

Clocks and deadlines

Response to a claimant communication: Within the state's period from the message, on the adjuster's queue.
Status and delay notices: At the state's interval while the claim is open beyond the investigation period, generated from the claim.
Document reminders: On the claim's due dates until each item arrives or is waived.

Documents and checks

The identity verification and the authorization check
The status view and each outstanding request
Each upload with its check and acceptance
The claimant's messages and the responses
The claims system record with the date received

In the Decision Trace

Each upload's check and the result.
Any adjuster decision on a repeated failure or a waiver.

In the Audit Trace

Each view with time.
Each upload, acceptance and reminder with time.
Each message and response against the state's period.

The handoff

Between the front doorand the back office.

The front door

The app or a link texted from the phone menu; the claimant sees the claim and uploads without a call.

The back office

The adjuster's file changes with checked documents and the call volume for status falls away.

The Decision Desk

A document that fails its checks twice, or a message the adjuster must answer, goes to the adjuster in the Decision Desk with the uploads or the message and only accept, request a specific replacement, waive the item, or respond.

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.

What does the claimant see?

The claim's stage, the adjuster's contact, what has been received and when, what is outstanding and by when, the next step and any payment, read live from the claims system in plain words.

What happens when a document is uploaded?

It is read on arrival, its type, dates and names are checked against the request and the claim, and the claimant is told at once whether it was accepted or what is wrong with it.

Does this satisfy the state's status communication rules?

The status views, the document requests and the delay messages are generated from the claim and recorded against the state's periods, so the insurer can show when the claimant was informed.

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