Payment plan enrollment

How do we enroll a policyholder in a payment plan from a call, a bill or a reminder with the terms accepted and the payment details captured on a secure screen, and write it to billing?

Offer the plan as a screen the policyholder finishes in the moment. Callvu identifies the policyholder, prefills the account (the balance, the due date, the plans the policy and the state allow, the installment fees), presents the plan terms (the installments, the dates, the fees, the consequence of a missed installment) in plain terms, captures the acceptance and the payment details (a card or a bank account, with the automatic payment authorization) on a secure screen the agent never sees, routes a plan outside the rules to the billing desk in the Decision Desk, and writes the plan and the payment method to the billing system with the schedule and the confirmation. Live at Phoenix Insurance, under national rules outside the US.

Live at PhoenixSimpleCallvu moves: prefill, decide, write back

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Last updated November 7, 2026.

The problem today

The agent read the card number back to confirm it, on a recorded line, for a plan the system then rejected.

Today, without Callvu

A policyholder cannot pay the full premium and calls. The agent explains the installment options from memory, takes the card over the phone (the recording captures the number), keys the plan, and the billing system rejects it because the policy is past the enrollment window. Or the policyholder sees the plan on the bill and has no way to accept it without calling.

A payment plan is a contract with terms the state and the filed plan set (the installments, the fees, the cancellation on a missed installment and its notice), and a payment authorization that must be captured in a way that keeps card data out of the contact center and satisfies the bank rules for recurring debits. The plan must be written to the billing system with its schedule, because the billing system is what sends the next bill.

The plan the policyholder accepts on a screen is the plan billing can run.

How it runs

From the requestto the system of record.

A policyholder asks for a payment plan on a call, taps the offer on a bill or a reminder, or is offered one by an agent or an AI assistant. Callvu identifies them and opens the enrollment.

Policyholder: Reviews the terms, accepts, and enters the payment details on a secure screen.
Agent: Sends the link on a call and sees the enrollment's status, never the card data.
Billing desk: Decides plans outside the rules in the Decision Desk.
Callvu: Prefills, presents the terms, captures acceptance and payment details, routes and writes.

Prefill the account and the plans
The policy, the balance, the due date, the plans the policy and the state allow (the installment counts, the first payment, the fees), the enrollment window and any prior plan history are prefilled from the billing system; the plans the policyholder is eligible for are presented with the amounts and dates.
Present the terms and capture the acceptance
The chosen plan's terms are shown in plain terms: each installment's date and amount, the installment fee, the total, the automatic payment on each date, the consequence of a missed installment (the state's notice and the cancellation), and how to change or cancel the plan; the policyholder accepts on the secure screen.
Capture the payment details and decide
The card or bank account details and the recurring payment authorization are entered on a secure screen that keeps them out of the agent's view and the recording; a plan outside the rules (past the window, a policy pending cancellation, a prior plan default) goes to the billing desk in the Decision Desk with the account and only the allowed outcomes.
Write back
The plan with its schedule, the payment method token and the authorization are written to the billing system, the first installment is taken or scheduled, the confirmation with the schedule goes to the policyholder, and the back office report shows enrollments by channel.

Where it ends: The policyholder accepted a plan whose terms they read, the payment details never touched the agent, and the billing system holds the schedule and the authorization. The Decision Trace shows the eligibility and any decision; the Audit Trace shows the acceptance, the payment capture 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

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

PCI DSS: Card data entered by the policyholder on a secure, process-controlled screen keeps the contact center's agents, desktops and call recordings out of the cardholder data environment (the scope reduction the standard contemplates for pause-and-resume and redirected capture); the card number is tokenized at capture and never stored in the billing system or the recording.
NACHA Operating Rules on recurring debit authorizations and Regulation E (12 CFR 1005.10): A recurring debit from a consumer bank account requires a written or similarly authenticated authorization that states the amount or the range and the timing, with a copy provided to the consumer, and the consumer's right to stop payment; the acceptance screen captures and retains it.
State installment plan and premium finance rules and the filed billing plan: The installment fees and the plans offered must match the state filing; a cancellation for a missed installment follows the state's notice of cancellation rules and timing; some states cap installment fees or require the plan terms in writing.

Company policies

Card and bank details are entered by the policyholder on a secure screen, never by an agent, never on a recorded line.
The plan terms are accepted in writing before the first installment.
Eligibility is applied by rule from the billing system; the billing desk decides exceptions.
The billing system is the system of record for the plan and the payment method token.

Controls

Prefill from the billing system with eligibility.
Plain-terms plan presentation.
Secure acceptance and payment capture with tokenization.
Recurring authorization retention.
Decision Desk for exceptions.
Billing write and confirmation.

Clocks and deadlines

Enrollment window: The filed plan's window before the due date, applied by rule.
Installments: Each date on the schedule in the billing system, with the state's notice on a miss.

Documents and checks

The account and the eligible plans
The plan terms as presented and accepted
The payment authorization
The billing system record and the confirmation

In the Decision Trace

The eligibility and the plan chosen.
Any billing desk decision.

In the Audit Trace

The acceptance with time and channel.
The payment capture (tokenized, no card data).
The write and the confirmation.

The handoff

Between the front doorand the back office.

The front door

A call with a link, the bill's link, a reminder, an agent or an AI assistant; the policyholder finishes on a secure screen.

The back office

The billing desk sees only exceptions; billing runs the schedule from the write.

The Decision Desk

A plan outside the rules (past the window, a pending cancellation, a prior default) goes to the billing desk in the Decision Desk with the account and only the allowed outcomes.

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 doubled payment plan participation.

INS-04 · Self-asserted · verified 2026-11-05

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 card taken on a call?

The agent sends a link; the policyholder enters the card or bank details on a secure screen outside the agent's view and the recording, which keeps the contact center out of PCI scope.

What does the policyholder accept?

The installments with dates and amounts, the fees, the automatic payments and the consequence of a missed installment, in writing, before the first payment.

Where does the plan live?

In the billing system, with the schedule and the tokenized payment method, which is what sends the next bill.

Related processes

Premium payment by phone or link Automatic payment enrollment and changes Payment, lapse and reinstatement Policy service requests completed by the customer Try it in the sandbox All insurance processes

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