Emergency assistance dispatch

How do we take an emergency assistance request by call or app, type it as assistance or a claim, check coverage, and dispatch a supplier with the case recorded?

Classify the request in the first minute and dispatch from the coverage. Callvu identifies the customer and prefills the policy and the assistance entitlements, classifies the request (a locksmith, a plumber, a tow, a glazier, emergency accommodation) as assistance under the service cover or as a claim under the policy or both, checks the entitlement and the limits, locates the customer, selects the supplier by trade, area and availability from the network, dispatches with the job details and the customer's confirmation, routes an uncovered or ambiguous request to the assistance desk in the Decision Desk with the options, and records the case with the dispatch, the supplier's arrival and the outcome in the claims system, opening a claim where the loss needs one. Live at Phoenix Insurance, under national rules outside the US.

Live at PhoenixComplex: multi-party handoffsCallvu moves: classify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer with a flooding kitchen at midnight was asked for a claim number by one desk and a policy number by another.

Today, without Callvu

An emergency assistance request arrives at the worst moment: a lockout, a burst pipe, a car that will not start, a window broken in a break-in. The assistance desk and the claims desk are different teams with different systems; the customer is bounced between them; a supplier is dispatched without checking the entitlement, or not dispatched because the cover was unclear. The invoice arrives later as a dispute.

Assistance covers are entitlements with limits (a number of call-outs, an amount per incident, specific trades and hours), separate from the policy's claim cover but often triggered by the same event. The request must be typed quickly (assistance, claim, or both), the entitlement checked, the supplier chosen from the network by trade and area, and the whole case recorded so the claim that follows and the supplier's invoice have a record to match.

The first minute is the classification, and the classification is the dispatch.

How it runs

From the requestto the system of record.

A customer requests emergency help by call, in the app, or through an AI assistant. Callvu identifies them and opens the assistance case.

Customer: Describes the emergency, shares their location, confirms the dispatch and rates the service on their phone.
Assistance desk: Decides uncovered or ambiguous requests in the Decision Desk.
Supplier: Accepts the job, confirms arrival and completion through their link.
Callvu: Prefills, classifies, checks entitlement, locates, selects and dispatches, routes and records.

Prefill and classify
The policy, the assistance entitlements (the covered trades, the call-out limits, the amounts, the hours) and any open claims are prefilled; the request's first answers (what happened, what is needed now, whether anyone is at risk) classify it as assistance under the service cover, a claim under the policy, or both, and set the urgency; a safety risk is told to call the emergency services first.
Decide the entitlement and the dispatch
The entitlement is checked by rule (the trade is covered, the limit is not exhausted, the hours apply, the location is in scope) and the customer's location is captured from the app or confirmed on the call; a covered request dispatches by rule; an uncovered, partly covered or ambiguous request goes to the assistance desk in the Decision Desk with the options (dispatch at the customer's cost with the quote, dispatch under the claim cover, decline with the reason) and only those outcomes.
Select and dispatch the supplier
The supplier is selected from the network by trade, area, availability and rating, the job is sent with the details and the customer's contact, the supplier accepts through their link with an arrival estimate, the customer receives the supplier's name, estimate and tracking, and a supplier who does not accept within the window is replaced automatically.
Record and write back
The case is recorded in the claims system with the classification, the entitlement used, the dispatch, the supplier's arrival and completion, the customer's confirmation and rating, and the supplier's invoice reference for the invoice approval process; a claim is opened from the case where the loss needs one, with the facts already captured.

Where it ends: The emergency was typed and dispatched in the first minutes against the entitlement, the supplier was tracked to completion, and the claims system holds the case for the claim and the invoice that follow. The Decision Trace shows the classification, the entitlement check and any desk decision; the Audit Trace shows the dispatch, the supplier's steps and the customer's confirmations with 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

US requirements shown. Phoenix runs this process under national rules outside the US; Callvu loads each market's rules as policies the same way.

Assistance cover terms and the policy's emergency provisions: The assistance cover sets the trades, the number of call-outs, the amount per incident and the hours, and the policy's emergency and mitigation provisions cover reasonable costs to protect the property from further damage; the classification applies both so the dispatch is paid from the right cover and the limits are tracked.
State unfair claims settlement practices acts and the insurer's claims handling guidelines: Where the event is a claim, the acknowledgment, the investigation and the decision periods run from notice, and the file records the communications; the assistance case supplies the notice date and the facts.
Supplier network agreements and the state's contractor and tow regulations: Network suppliers are contracted with service levels, rates and licensing; some states regulate tow and emergency repair providers and require disclosure of the customer's right to choose; the dispatch records the supplier's acceptance and the customer's confirmation.

Company policies

Every request is classified as assistance, a claim or both in the first minute; the customer is never bounced between desks.
The entitlement is checked by rule before dispatch, and an uncovered request is decided with options, not refused by silence.
The supplier is selected from the network by rule and tracked to completion through their link.
The claims system is the system of record for the case, the dispatch and the claim that follows.

Controls

Policy and entitlement prefill.
Request classification with urgency.
Entitlement check and location capture.
Decision Desk for uncovered or ambiguous requests.
Supplier selection, dispatch and acceptance tracking.
Case recording and claim opening.

Clocks and deadlines

Supplier acceptance: The network's acceptance window; a non-response reassigns automatically.
Arrival: The supplier's estimate, tracked and shown to the customer.
Claim notice: Where a claim is opened, the state's periods run from the assistance request.

Documents and checks

The request and its classification
The entitlement check
The dispatch and the supplier's acceptance
The completion and the customer's confirmation
The case in the claims system

In the Decision Trace

The classification and the urgency.
The entitlement check.
Any desk decision and the person.

In the Audit Trace

The request with channel and time.
The dispatch, acceptance, arrival and completion with time.
The recording and the claim opened.

The handoff

Between the front doorand the back office.

The front door

A call, the app or an AI assistant; the customer confirms and tracks on their phone; the supplier works through their link.

The back office

The assistance desk decides only uncovered or ambiguous requests; claims and invoice approval start from the case.

The Decision Desk

An uncovered, partly covered or ambiguous request goes to the assistance desk in the Decision Desk with the options and only dispatch at the customer's cost, dispatch under the claim cover, or decline with the reason.

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

Phoenix Insurance reaches more than 90% completion without human help.

INS-06 · Self-asserted · verified 2026-11-05

Phoenix Insurance has 40% fewer agent-led calls.

INS-02 · Self-asserted · verified 2026-11-05

Questions

What buyers ask next,answered plainly.

How is the request typed?

From the first answers into assistance under the service cover, a claim under the policy, or both, in the first minute, with the urgency and a safety check.

What if the request is not covered?

It goes to the assistance desk with the options: dispatch at the customer's cost with the quote, dispatch under the claim cover, or decline with the reason; the customer is told what happens next.

How is the supplier chosen?

From the network by trade, area, availability and rating, by rule; the supplier accepts through their link and a non-response reassigns automatically.

Related processes

Roadside assistance request Supplier invoice approval First notice of loss from any door Contractor and repair network assignment Try it in the sandbox All insurance processes

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