Claims documentation
How do we get the reports a claim needs from hospitals, repair shops and other third parties, chased by claim type on a clock and checked before the adjuster sees them?
Make every required document a chase against a named party with a deadline. Callvu classifies the claim's document requirements by claim type and coverage (the repair estimate and photos from the shop, the medical records and bills from the hospital under the authorization, the police report, the invoices, the proof of ownership, the statements), identifies the party that holds each one, sends each request through the party's link with the authorization where one is needed, chases on the clock the state's handling periods and the insurer's guidelines set, reads each document on arrival and checks it against the claim (the right claimant, the dates, the completeness, the amounts), flags what the adjuster needs to know, and attaches the checked set to the claim in the claims system before the adjuster handoff. 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 claim aged thirty days waiting for a hospital record the adjuster thought the claimant was sending and the claimant thought the adjuster had requested.
A claim needs documents from people who are not the insurer's employees: a hospital's records department, a body shop, a police records unit, a contractor, a claimant's employer. The adjuster sends letters and waits; the claimant is told to chase; the shop faxes an estimate for the wrong vehicle; the record arrives without the dates the adjuster asked for. The claim's cycle time is mostly the documents' cycle time.
The state unfair claims settlement practices acts require the insurer to tell the claimant what is needed, to not request duplicate or unnecessary documents, to respond within the period and to decide within the period after the proof of loss; the documents required are set by the claim type and the coverage; each has a holder, a format and an authorization. The chase is the work, and the check on arrival is what keeps the adjuster from re-reading everything.
The adjuster should open a checked file, not a mailbox.
How it runs
From the requestto the system of record.
A claim is written to the claims system (through the first notice processes) or an adjuster orders documents on a claim. Callvu classifies the requirements and opens one chase per document.
- Claimant
- Provides what only they hold through a link, and signs the authorizations.
- Third parties
- Hospitals, repair shops, police records units, contractors and employers return the documents through their links.
- Adjuster
- Receives the checked set with the flags and decides exceptions in the Decision Desk.
- Callvu
- Classifies the requirements, requests, chases on a clock, reads and checks, flags, routes and attaches.
Classify the requirements
The claim type, the coverage and the facts classify the documents required (an auto collision: the estimate and photos from the shop, the police report, the other party's details; an injury: the medical records and bills under the authorization, the wage statement from the employer; a theft: the police report and the proofs of ownership; a property loss: the contractor's scope, the mitigation report, the inventory) and the party that holds each, with the state's handling periods and the insurer's guidelines setting the deadlines.
Request and chase
Each document is requested from its holder through a link (or the holder's channel), with the authorization attached where one is needed and the specific items named (the dates of service, the vehicle, the incident number); each party is chased on the clock with the claim showing what is outstanding and from whom; the claimant is never asked for what a third party holds, and nothing is requested twice.
Chase and verify on arrival
Each document is read on arrival and checked against the claim: the claimant's or the vehicle's identity, the dates of service or loss, the completeness against what was asked, the amounts against the claim, the signature where required; what is wrong or missing is re-requested with the specifics; the findings the adjuster needs (a prior condition, a discrepancy, an amount above the reserve) are flagged.
Decide exceptions and attach
A holder who refuses, a document that cannot be matched, a conflict between documents or a claimant who stops responding goes to the adjuster in the Decision Desk with the specifics and only the allowed outcomes (re-request, substitute, close the requirement, or proceed without); the checked set with its flags is attached to the claim in the claims system and the requirement list is closed, which is the adjuster handoff.
Where it ends: Every document the claim needed was requested from the right party once, chased on the state's clock, checked and flagged, and attached before the adjuster opened the file. The Decision Trace shows the requirements, each check and any decision; the Audit Trace shows each request, chase and arrival with its time. The Callvu moves in this process are classify, chase and verify 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.
The handoff
Between the front doorand the back office.
The front door
The claimant through a link for what only they hold; hospitals, shops and other parties through theirs.
The back office
The adjuster opens a checked set with the flags; the chase runs without them.
The Decision Desk
- A refusal, an unmatched document, a conflict or a non-responsive claimant goes to the adjuster in the Decision Desk with the specifics and only re-request, substitute, close, or proceed without.
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 put more than 100 processes live in under three months.
INS-01 · Self-asserted · verified 2026-11-02
Callvu requests missing documents from the right party on a clock, reads them on arrival (OCR) and checks each against what the case needs.
HND-04 · Self-asserted · verified 2026-11-02
Phoenix Insurance reaches more than 90% completion without human help.
INS-06 · Self-asserted · verified 2026-11-05
Questions
What buyers ask next,answered plainly.
Who is asked for what?
Each document is requested from the party that holds it: the shop for the estimate, the hospital for the records under the authorization, the police records unit for the report; the claimant provides only what they alone hold.
What happens when a document arrives?
It is read and checked against the claim (identity, dates, completeness, amounts), what is wrong is re-requested with the specifics, and the findings the adjuster needs are flagged.
How does this help the claim handling deadlines?
The requirement list and the chases show the dates the state's handling rules measure, and the adjuster receives a complete file in time to decide within the period after proof.
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