Driving and loss history discrepancy review

How do we resolve a discrepancy between the motor vehicle and loss history reports and what the applicant told us, with the applicant given the chance to explain or prove it before the rate or eligibility changes?

Treat the discrepancy as a question to the applicant with the report in hand. When the motor vehicle report or the loss history report differs from the application (an undisclosed violation, accident or claim, a different driver, a prior policy cancellation), Callvu identifies the specific items, sends the applicant a plain explanation of each with a link to explain or upload proof (a court disposition, a not-at-fault letter, a claim closed without payment), reads the response, routes the decision to the underwriter in the Decision Desk, and writes the updated rate or eligibility to the policy system with the FCRA adverse action notice generated where the report drove an adverse result.

In scopeSimpleCallvu moves: chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The rate went up on an accident the applicant was not at fault for, and the only notice was a higher bill.

Today, without Callvu

An auto application is quoted on the applicant's answers. The motor vehicle report and the loss history report come back with an accident and a claim the applicant did not mention. The system re-rates and the premium jumps. Nobody asks the applicant; the accident was a parked car hit by someone else and the claim was closed without payment. The applicant leaves, or stays and complains to the state, which asks for the adverse action notice that was never sent.

A discrepancy between a consumer report and the application is a fact to be resolved, not a verdict. The Fair Credit Reporting Act requires that when an adverse action in insurance underwriting is based in whole or in part on a consumer report, the consumer is told, given the reporting agency's details and their right to a free copy and to dispute. State rules add which violations and accidents may be surcharged and the not-at-fault exceptions. The applicant often has the proof the carrier needs.

Asking first is cheaper than re-rating twice.

How it runs

From the requestto the system of record.

The motor vehicle report, the loss history report or the prior carrier data returns items that differ from the application. Callvu opens the review on the quote or the policy.

Applicant or policyholder: Explains each item or uploads proof through a link.
Underwriter: Decides the rate or eligibility in the Decision Desk with the report and the response.
Callvu: Identifies the discrepancies, chases the explanation or proof, routes the decision, writes the result and generates the notice.

Identify the discrepancies
Each report item is compared with the application: violations and accidents by driver and date, claims by date and type with the paid amount, prior policy cancellations or lapses, drivers in the household not listed; the items that would change the rate or eligibility under the carrier's rules and the state's surcharge rules are listed with the effect.
Chase and verify with the applicant
The applicant receives each item in plain words with what would resolve it (a court disposition showing dismissal, a not-at-fault determination or police report, a claim closed without payment, a driver excluded or added) and a link to explain or upload; the response is read and checked against the item, and the state's not-at-fault and chargeability rules are applied.
Decide
An item resolved by proof is cleared by rule; an unresolved item, a disputed one or a household driver question goes to the underwriter in the Decision Desk with the report, the application and the response, and only accept the explanation, apply the surcharge or the eligibility rule, add or exclude the driver, or decline with the reason.
Write back and notify
The updated rate, the driver changes or the eligibility decision is written to the policy system as the system of record; where the consumer report drove an adverse result (a higher rate, a declination, a reduced coverage), the FCRA adverse action notice with the reporting agency's details and the consumer's rights is generated and delivered, and the applicant sees the final premium with the reasons.

Where it ends: Every report item that mattered was put to the applicant, resolved by proof or decided by the underwriter, and the policy system holds the result with the FCRA notice sent where the law requires it. The Decision Trace shows each item, the rule and the decision; the Audit Trace shows the request, the response and the notice.

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

FCRA adverse action notice (15 USC 1681m): When any person takes an adverse action with respect to a consumer based in whole or in part on information in a consumer report, including an increase in any charge for insurance or a denial of insurance, the person must notify the consumer of the action, provide the name, address and telephone number of the consumer reporting agency, state that the agency did not make the decision and cannot explain it, and tell the consumer of the right to a free copy within sixty days and to dispute the accuracy; the notice may be written, oral or electronic.
State motor vehicle record and surcharge rules (chargeable accidents and violations, not-at-fault exceptions, lookback periods): Each state defines which accidents and violations an insurer may surcharge, the lookback period (commonly three to five years), the not-at-fault circumstances that cannot be charged, and in some states a required notice of the surcharge and its reason; the rating must follow the carrier's filed rules.
State insurance code on applications and binding, and the Driver Privacy Protection Act (18 USC 2721): Motor vehicle records are obtained under the permissible use for insurance underwriting and claims, and a misstatement on the application supports rescission only where it is material under the state's standard, which is why the applicant's explanation is recorded before any action.

Company policies

No re-rate or declination on a report item before the applicant has been asked, with the item explained in plain words.
Not-at-fault and chargeability rules are applied by the process under the state's rules, not by the agent's judgment.
The FCRA notice is generated from the decision whenever a consumer report contributed to an adverse result.
The policy system is the system of record for the rate, the drivers and the decision.

Controls

Report-to-application comparison with the rating effect.
Plain-word request to the applicant with proof options.
Response reading and chargeability rules.
Decision Desk with allowed outcomes.
Policy system write.
FCRA adverse action notice generation and delivery record.

Clocks and deadlines

Applicant response: The carrier's period for the explanation or proof, with reminders, before the quote expires or the policy's underwriting period ends.
FCRA notice: Sent with the adverse action, with the consumer's sixty-day right to a free report stated.
Underwriting period: The state's period after inception during which the carrier may cancel on underwriting information, applied where the review runs on a bound policy.

Documents and checks

The motor vehicle and loss history reports and the application
The discrepancy list with the rating effect
The applicant's explanation and proof
The underwriter's decision
The policy system record and the FCRA notice

In the Decision Trace

Each item, the rule applied and whether it was cleared.
The underwriter's decision and the person.

In the Audit Trace

The request to the applicant and each response with time.
The write to the policy system.
The FCRA notice with the delivery record.

The handoff

Between the front doorand the back office.

The front door

The applicant's phone, from a text or email link, one item at a time; an agent can see the same list on a call.

The back office

The underwriter sees only unresolved or disputed items with the report and the response; the notice is generated, not drafted.

The Decision Desk

An unresolved item, a disputed one or a household driver question goes to the underwriter in the Decision Desk with the report and the response, and only accept, apply the surcharge or rule, add or exclude the driver, or decline with the reason.

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.

What happens when the report shows an accident the applicant did not list?

The item is sent to the applicant in plain words with what would resolve it, such as a not-at-fault determination, before any re-rate; the state's chargeability rules are applied to the response.

When is an FCRA notice required?

Whenever a consumer report contributed to a higher rate, a declination or reduced coverage; the notice is generated from the decision with the reporting agency's details and the consumer's rights.

Who decides a disputed item?

The underwriter in the Decision Desk, with the report, the application and the applicant's response, and only the allowed outcomes.

Related processes

Personal auto quote to bind Adverse underwriting decision notice Add or remove a vehicle or driver Underwriting referral and approval Try it in the sandbox All insurance processes

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