Claimant statements and declarations

How do we capture a claimant's statement or declaration with consent, the right questions for the claim type, and a signature, and attach it to the claim?

Make the statement a guided, consented record instead of a phone call someone transcribes. When the adjuster needs a statement, Callvu sends the claimant a link, captures the consent to record and the identity, asks the questions the claim type and the adjuster's request require (the sequence of events, the parties, the injuries, the prior condition, the witnesses), records the answers as text or audio with a transcript, lets the claimant review and sign the declaration under penalty the state's form provides, chases what the adjuster marks as missing, and attaches the signed statement with its consent and timestamp to the claims system.

In scopeSimpleCallvu moves: chase and verify, write back

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Last updated November 7, 2026.

The problem today

The recorded statement was a forty-minute call, the recording was on the adjuster's desk phone, and the claimant later said they never consented.

Today, without Callvu

An adjuster needs the claimant's account of the accident. They schedule a call, read a consent script, ask questions from memory, and the recording lives in a phone system nobody can search. When the claim is disputed, the recording is hard to find, the consent is a sentence in the middle of it, and the claimant's attorney argues the questions were leading or incomplete.

A recorded statement is evidence. It needs consent under the state's recording law (all-party consent in a dozen states), identity, the questions the claim type requires asked consistently, a transcript the claimant can review, and a signature or affirmation where the statement is a declaration. The claimant should be able to give it when they are ready and in their language, and the adjuster should receive it indexed to the claim.

The statement should be as easy to give as a form and as reliable as a deposition.

How it runs

From the requestto the system of record.

The adjuster requests a statement on the claim, or the claim type requires one at intake. Callvu sends the claimant the link.

Claimant: Consents, answers the questions in text or audio, reviews the transcript and signs the declaration.
Adjuster: Requests the statement, adds claim-specific questions, reviews it and marks what is missing.
Callvu: Captures consent and identity, asks the questions, records and transcribes, chases gaps, and attaches to the claim.

Consent and identity
The claimant opens the link, verifies identity (the policy or claim details, a code to the phone on file), and gives the consent to record and the acknowledgment that the statement will be used to evaluate the claim, in the form the state's recording law requires, with the consent recorded as its own event with the time.
Chase and verify the statement
The questions are the claim type's (an auto accident: the date, time, place, weather, the vehicles, the sequence, the speeds, the signals, the injuries, the witnesses, the police; an injury claim: the prior condition, the treatment, the work status) plus the adjuster's specific questions; the claimant answers in text or by voice with a transcript, can pause and resume, and is prompted where an answer is incomplete; the answers are checked against the claim's facts (dates, locations, parties) and conflicts are flagged for the adjuster.
Review and sign
The claimant reviews the full transcript, corrects anything the transcription got wrong (with the original kept), and signs or affirms the declaration in the form the state and the policy provide; a statement the adjuster marks as incomplete goes back to the claimant with the specific questions, and a statement with material conflicts goes to the adjuster in the Decision Desk with the facts side by side.
Write back
The signed statement, the transcript, the audio where recorded, the consent record and the timestamps are attached to the claims system indexed by claim and party, searchable, and available to the examination under oath or litigation processes if they follow.

Where it ends: The claimant gave a consented, consistent, signed statement when ready, the adjuster received it indexed to the claim with the conflicts flagged, and the consent is a record of its own. The Decision Trace shows the questions asked and the checks; the Audit Trace shows the consent, each answer, the review and the signature with times.

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

State call recording consent laws (all-party consent in California Penal Code 632, Florida Statute 934.03, Illinois, Maryland, Massachusetts, Pennsylvania, Washington and others; one-party consent elsewhere): Recording a statement requires the consent the state of the claimant requires, with all-party consent states requiring the claimant's express agreement before recording; the consent must be obtained and evidenced before any recording begins, and the record of consent must be retained with the statement.
Policy conditions on cooperation and statements (ISO PP 00 01 Part E and HO 00 03 duties after loss, the examination under oath condition): The insured must cooperate with the insurer in the investigation, submit to examination under oath as often as reasonably required, and sign statements; a third-party claimant's statement is voluntary; the process distinguishes the two and records the basis of the request.
State unfair claims settlement practices acts (NAIC Model Act 900) and the fraud warning requirements: The insurer must not misrepresent facts or policy provisions in obtaining a statement, must keep the statement in the claim file, and in many states must include the state's fraud warning on a signed claim statement; the declaration form carries the state's warning.

Company policies

No recording without the consent the claimant's state requires, captured as its own event before the first question.
The questions are the claim type's, asked the same way every time, with the adjuster's additions recorded as such.
The claimant reviews the transcript and signs; corrections keep the original.
The claims system holds the statement, the transcript, the audio and the consent, indexed by claim and party.

Controls

Identity verification and state-specific consent capture.
Question sets by claim type with the adjuster's additions.
Recording with transcript and fact checks against the claim.
Review, correction and signature with the state's fraud warning.
Decision Desk for material conflicts.
Claims system attachment with indexing.

Clocks and deadlines

Statement request: The claimant is asked with a date the adjuster sets; reminders go until the statement is signed or the claimant declines.
Adjuster review: The signed statement reaches the adjuster at once, with conflicts flagged, inside the state's investigation period.

Documents and checks

The consent record and the identity verification
The question set and the answers with the transcript and audio
The claimant's corrections and the signed declaration
The claims system attachment

In the Decision Trace

The questions asked and why.
Each check against the claim's facts.
Any adjuster decision on conflicts.

In the Audit Trace

The consent with time, before any recording.
Each answer and correction with time.
The signature and the attachment.

The handoff

Between the front doorand the back office.

The front door

The claimant through the link, in text or voice, in their language, when they are ready.

The back office

The adjuster requests with the claim type's questions, adds their own, and reviews a signed, indexed statement with conflicts flagged.

The Decision Desk

A statement with material conflicts against the claim's facts goes to the adjuster in the Decision Desk with the facts side by side and only accept, request clarification on specific points, or refer for examination under oath or special investigations.

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 is consent handled?

The claimant gives the consent their state's recording law requires before the first question, and the consent is recorded as its own event with the time and kept with the statement.

Can the claimant give the statement in writing?

Yes, in text or by voice with a transcript, pausing and resuming, in their language; either way they review the transcript and sign the declaration.

What does the adjuster see?

The signed statement indexed to the claim, with the answers checked against the claim's facts and any conflicts flagged for a decision.

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