Auto glass claim
How do we take an auto glass claim online or by phone, check the coverage and the damage from photos, and get the repair scheduled with a network vendor and the claim recorded?
Decide the glass claim from the photos and the policy in one pass. Callvu identifies the policyholder, prefills the vehicle and the comprehensive coverage with its glass deductible or the full glass endorsement, classifies the damage from the photos (a chip that can be repaired, a crack that needs replacement, a side or rear window, a windshield with sensors or cameras that need recalibration), decides coverage and the deductible by rule including the states that require zero-deductible glass, schedules the repair with a network vendor at the policyholder's chosen place and time, and writes the claim to the claims system with the vendor's invoice to follow.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The policyholder was told to call the glass vendor, who told them to call the insurer, who opened a claim with a deductible the state does not allow.
A rock chips a windshield. The policyholder calls the insurer, is transferred to a glass administrator, is asked the same questions again, and is quoted a deductible. In a zero-deductible glass state that was wrong. The vendor's appointment is made by a third call. The claim is recorded a week later from the vendor's invoice, with no photos of the damage before the repair.
Glass claims are the simplest claim an auto insurer handles and the most frequent. The policy's comprehensive coverage and any full glass endorsement set the deductible; several states require insurers to offer or provide glass coverage without a deductible, and most states let the policyholder choose the repair shop while the insurer may recommend its network; a windshield with advanced driver assistance sensors requires recalibration the repair must include.
The whole claim is a classification on photos and a decision on the policy, and it can finish before the policyholder puts the phone down.
How it runs
From the requestto the system of record.
A policyholder reports glass damage online, in the app, by phone or through an AI agent. Callvu identifies them and opens the claim.
- Policyholder
- Reports the damage with photos, confirms the vehicle, chooses the repair place and time.
- Glass vendor
- Receives the scheduled job with the vehicle, the damage and the recalibration requirement, performs the repair and invoices.
- Callvu
- Prefills, classifies the damage, decides coverage and deductible, schedules and writes.
Prefill and report
The vehicle is picked from the policy and the comprehensive coverage, the glass deductible or the full glass endorsement, the state and the vehicle's equipment (the VIN decoded for driver assistance features) are prefilled from the policy system; the policyholder photographs the damage with the guided camera and answers the questions the glass type needs (which glass, the size and location of the damage, whether it is spreading).
Classify the damage
The photos and the answers classify the damage: a chip or short crack outside the driver's line of sight (a repair), a long crack or one in the line of sight (a replacement), a side, rear or roof glass, and whether the windshield carries sensors or cameras that require recalibration after replacement; the classification sets the job type and the vendor skill.
Decide coverage and schedule
Coverage and the deductible are decided by rule from the policy and the state (a repair with no deductible where the policy waives it, a replacement with the glass deductible, zero deductible where the state requires it, the full glass endorsement); the policyholder chooses a network vendor or their own shop as the state allows, and the mobile or in-shop appointment is scheduled with the vendor from the policyholder's calendar; a claim the classification cannot settle (unclear photos, a dispute over repair or replacement) goes to the glass desk in the Decision Desk.
Write back
The claim is written to the claims system with the classification, the coverage decision, the deductible, the vendor and the appointment; the vendor's invoice is matched to the job and the recalibration on arrival and paid through the supplier process; the policyholder receives the confirmation and the appointment.
Where it ends: The glass claim was decided from the photos and the policy in one pass, with the state's deductible rule applied, the repair scheduled with the right vendor skill and the claim in the claims system before the appointment. The Decision Trace shows the classification and the coverage decision; the Audit Trace shows the report, the photos, the scheduling 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
Online, the app, phone or an AI agent; the policyholder photographs the damage and picks the appointment.
The back office
The glass desk sees only unclear cases; the vendor receives a complete job.
The Decision Desk
- Unclear photos, a repair-or-replace dispute or a coverage question goes to the glass desk in the Decision Desk with the photos and the policy and only the allowed outcomes.
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.
Is there a deductible?
It depends on the state and the policy: no deductible where the state requires it or the policy waives it for a repair, the glass deductible otherwise; the decision applies the state rule first and explains it.
Can the policyholder choose the shop?
Yes, as the state's right-to-choose rules provide; the insurer recommends its network, discloses the choice and records it at scheduling.
What about cars with cameras in the windshield?
The VIN is decoded for driver assistance equipment and the job includes recalibration, assigned only to a vendor with that skill.
Related processes
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