Agent commission inquiry and dispute
How do we take an agent's commission inquiry or dispute with the policies and statements already attached, decide it against the schedule, and adjust the commission system?
Make the dispute a case built from the statement. Callvu takes the inquiry from the agent on a secure screen where they pick the statement lines or policies in question, classifies the dispute type (a missing policy, a wrong rate or split, a chargeback on a cancellation, an agent of record change, a bonus or override), prefills the policy, the commission schedule in force, the transaction history and the prior adjustments, computes the expected commission, routes the decision to the commissions analyst in the Decision Desk with the computation and only the allowed outcomes, and writes the adjustment or the explanation to the commission system with the agent told the result.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The agent emailed about three policies; the analyst spent an hour finding them and the answer was a cancellation chargeback the agent had already been told about.
Commission statements raise questions every cycle: a policy that should be on the statement and is not, a rate that looks wrong, a chargeback the agent does not recognize, a split with another agent. The question arrives as an email with policy numbers in the body. The analyst finds the policies, reconstructs the transactions, checks the schedule, and writes back. Many answers are the same answer, and none of the work is reusable.
A commission is a computation: the policy's premium and transactions, the schedule in force for the agent and the product at the time, the splits and overrides, the chargeback rules on cancellations and lapses within the chargeback period, and the agent of record. The dispute is a comparison between what the agent expected and what the computation produced, and the computation is the explanation.
A dispute answered with the computation closes; one answered with a paragraph reopens.
How it runs
From the requestto the system of record.
An agent raises a commission inquiry or dispute in any channel. Callvu opens the case with the agent's statement.
- Agent or agency
- Selects the statement lines or policies and states what they expected, on a secure screen.
- Commissions analyst
- Decides the dispute in the Decision Desk with the computation.
- Callvu
- Classifies, prefills the policies and schedule, computes, routes and writes back.
Capture and classify
The agent picks the statement lines or policies in question from their statement on a secure screen and states the expected amount or the issue; the dispute is classified: a missing policy, a wrong rate or product mapping, a wrong split or override, a chargeback on a cancellation or lapse, an agent of record change, a bonus or contest payment, or a timing question.
Prefill and compute
For each policy the premium and transaction history, the schedule in force for the agent and the product on the transaction date, the splits, the agent of record history and the prior adjustments are prefilled from the policy system and the commission system; the expected commission is computed under the schedule and compared with the statement line, and the difference is explained by its cause.
Decide
A dispute where the computation matches the statement is answered with the computation by rule; a difference goes to the commissions analyst in the Decision Desk with the computation and only the allowed outcomes: adjust by the computed difference, adjust a different amount with the reason, or uphold the statement with the explanation.
Write back
The adjustment is written to the commission system for the next statement, or the upheld statement with the explanation is recorded, and the agent receives the result with the computation; a pattern of disputes on one cause (a product mapping error) is flagged for the schedule owner.
Where it ends: The agent's question was answered with the computation, a real difference was adjusted in the commission system, and the explanation is on the record for the next statement. The Decision Trace shows the classification, the computation and the decision; the Audit Trace shows the inquiry, the decision 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 agent on a secure screen from their statement, in any channel.
The back office
The analyst decides differences with the computation; the commission system is written from the decision.
The Decision Desk
- A difference between the computation and the statement goes to the commissions analyst in the Decision Desk with the computation and only adjust by the difference, adjust a different amount with reason, or uphold with the explanation.
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.
How does an agent raise a dispute?
By selecting the statement lines or policies on a secure screen and stating what they expected; the process classifies the dispute and prefills the transactions and the schedule.
How is the dispute decided?
The expected commission is computed under the schedule in force on each transaction date; a match is answered with the computation, and a difference is decided by the commissions analyst with the computation in view.
Where is the adjustment made?
In the commission system for the next statement, which also feeds the year's tax reporting.
Related processes
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