Commercial property claim

How do we assemble a commercial property claim with the damage details, inventories, invoices and business interruption figures from the insured, the broker and the forensic accountant into one complete file for the adjuster?

Make the claim one file with a contributor for each part. Callvu opens the claim from the insured or the broker, classifies the loss (building, business personal property, stock, equipment, business income and extra expense, civil authority) against the policy's forms, limits, coinsurance and deductibles, requests each part from the party who holds it through separate links (the damage details and photos from the insured, the schedules and loss runs from the broker, the business income worksheet and the financial records from the insured's accountant or the forensic accountant), reads and checks each on arrival, keeps the state's acknowledgment and decision periods on the file, and writes the complete claim to the claims system for the adjuster.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, write back

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Last updated November 7, 2026.

The problem today

The business income claim waited five months for a worksheet nobody had told the insured's accountant to prepare.

Today, without Callvu

A fire damages a warehouse. The broker sends a first notice by email. The adjuster asks the insured for photos, an inventory of damaged stock, repair estimates and the business income figures. The insured forwards what they can; the stock inventory is in a spreadsheet the broker has; the business income calculation needs the accountant, who has not been asked. Each request is a new email, and the state's decision period runs from the proof of loss the insurer has not yet helped the insured produce.

Commercial property policies define what is covered and how it is valued (replacement cost or actual cash value, coinsurance, the business income period of restoration and the extra expense limit), and the unfair claims settlement practices acts require the insurer to acknowledge the claim, provide the forms and instructions, investigate promptly and decide within the state's period after the proof of loss. A business interruption figure is a computation on records the insured's accountant holds.

Four contributors, one file, and the insurer owns the clock on it.

How it runs

From the requestto the system of record.

The insured or the broker reports a property loss in any channel. Callvu opens the claim against the policy and acknowledges it.

Insured: Provides the damage details, photos, inventories, invoices and access for the inspection through a link.
Broker: Provides the schedules, statements of values and loss runs, and sees the file's status for the insured.
Adjuster: Receives the complete file, inspects and decides the conflicts in the Decision Desk.
Forensic accountant: Prepares or reviews the business income and extra expense computation from the insured's records.
Callvu: Classifies, chases each party, reads and checks, keeps the clocks and writes.

Classify the loss
The cause of loss, the locations and the coverages involved (building, business personal property, stock, tenant improvements, equipment breakdown, business income and extra expense, civil authority, ordinance or law) are classified against the policy's forms, limits, coinsurance, deductibles and the period of restoration; the classification sets the documents each part needs and who holds them.
Chase and verify
The insured receives a link for the damage description, photos, the inventory of damaged property with costs, repair estimates and invoices, and the mitigation receipts; the broker receives one for the statement of values, the schedules and the loss runs; the accountant or the forensic accountant receives the business income worksheet with the records it needs (the financial statements, the sales and production records, the payroll, the continuing and extra expenses); each document is read on arrival and checked against the classification and the others, and each party sees what remains.
Decide the conflicts
A valuation question (coinsurance, a replacement cost claim before repair), an inventory that exceeds the stock limit, a period of restoration dispute or a coverage question routes to the adjuster in the Decision Desk with the documents and only the allowed outcomes: accept, request a specific item, order an appraisal or inspection, or refer the coverage question.
Write back
The complete file with each document, the checks, the inspection report, the business income computation and the acknowledgment and decision dates is written to the claims system; the adjuster, the insured and the broker see the same status; the proof of loss is generated from the record for the insured to sign through the proof of loss process.

Where it ends: The claim reached the adjuster as one complete file with every part from the party who held it, checked on arrival, with the state's periods met and the business income computation on records rather than estimates. The Decision Trace shows the classification, each check and the adjuster's decisions; the Audit Trace shows each party's submissions, the inspection 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.

Regulations

State unfair claims settlement practices acts (NAIC Model Act 900 and Model Regulation 902): The insurer must acknowledge the claim and provide the necessary forms and instructions within the state's period, respond to communications within the same period, conduct a reasonable investigation promptly, and accept or deny within the state's period after receiving a proof of loss, with written reasons for a denial; it may not compel litigation by offering substantially less than the amount ultimately recovered, and must keep a claim file that shows the dates of each action.
Commercial property policy forms (ISO CP 00 10 building and personal property, CP 00 30 business income with extra expense, CP 00 90 conditions): The duties in the event of loss require prompt notice, protection of the property, a complete inventory of damaged property with quantities, costs and values with the bills and receipts, permission to inspect and examine the books and records, a signed sworn proof of loss within sixty days of the request, and cooperation; business income is the net income that would have been earned plus continuing normal operating expenses during the period of restoration, computed from the insured's records.
State appraisal and coinsurance rules, and the policy's loss settlement conditions: Where the insured and the insurer disagree on the amount of loss, the policy's appraisal condition applies with each party's appraiser and an umpire; coinsurance penalties apply where the limit is below the required percentage of value, which the classification computes from the statement of values.

Company policies

Each part of the claim is asked of the party who holds it, once, through their own link; the broker never relays documents by email.
The business income figure is computed from the insured's records with the accountant, never from an estimate on a call.
Valuation and coverage questions are the adjuster's decisions in the Decision Desk with the documents in view.
The claims system is the system of record for the file and the dates.

Controls

Loss classification against the policy's forms, limits and conditions.
Separate links for the insured, the broker and the accountant.
Document reading and cross-checks.
Clock tracking from notice and from the proof of loss.
Decision Desk for valuation and coverage questions.
Claims system write with the inspection and the computation.

Clocks and deadlines

Acknowledgment: Within the state's period from notice, with the forms and instructions.
Proof of loss: Sixty days from the insurer's request under the policy conditions, through the proof of loss process.
Decision: Within the state's period after the proof of loss, with written reasons for a denial.

Documents and checks

The first notice and the acknowledgment
The damage description, photos, inventory, estimates and invoices
The statement of values, schedules and loss runs
The business income worksheet and the financial records
The inspection report, the proof of loss and the claims system record

In the Decision Trace

The classification and the coverages it engaged.
Each document's check against the policy and the others.
The adjuster's decisions and the person.

In the Audit Trace

Each party's submissions with time.
The acknowledgment and the decision dates against the state's periods.
The inspection, the computation and the write.

The handoff

Between the front doorand the back office.

The front door

The insured or the broker in any channel; each contributor finishes on their own link.

The back office

The adjuster receives a complete file with the computation and sees only the conflicts; the forensic accountant works from the records on the file.

The Decision Desk

A valuation, coinsurance, period of restoration or coverage question goes to the adjuster in the Decision Desk with the documents and only accept, request a specific item, order an appraisal or inspection, or refer the coverage question.

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.

Who provides the business interruption figures?

The insured's accountant or the forensic accountant, from the financial records, through a link with the worksheet and the records it needs; the figure is a computation, not an estimate from a call.

What does the insured have to provide?

The damage description and photos, the inventory of damaged property with costs, repair estimates and invoices, mitigation receipts, access for the inspection and a signed proof of loss, each explained once.

What are the deadlines?

The state's acknowledgment period from notice, sixty days for the proof of loss from the request under the policy, and the state's decision period after the proof of loss, all on the file.

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