Rental car authorization

How do we authorize a rental car on an auto claim with the coverage, the daily limit and the repair timing checked, and the rental booked and tracked on the claim?

Decide the rental from the claim and keep it on a clock. Callvu reads the claim and the policy (the rental reimbursement or transportation expense coverage, its daily and total limits and its maximum days, or the liability claim where the other carrier owes loss of use), the repair estimate's labor hours and the shop's schedule, decides the authorization and its length by rule, books the vehicle class the coverage allows with the rental vendor billed directly, extends or ends the authorization as the repair timing changes, and writes the authorization, the extensions and the invoice to the claims system.

In scopeSimpleCallvu moves: decide, write back

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Last updated November 7, 2026.

The problem today

The rental ran for thirty-one days on a coverage that allows thirty, and the policyholder got the bill for the last day.

Today, without Callvu

A claimant needs a car while theirs is repaired. The adjuster authorizes a rental for the estimate's days. The shop finds hidden damage and the repair runs longer; nobody extends the authorization; the rental vendor keeps billing; the coverage's maximum is exceeded and the claimant pays the difference, or the insurer pays beyond the policy. On a liability claim, the other carrier disputes the loss of use days because the repair timing was never documented.

Rental reimbursement coverage has a daily limit, a total limit and a maximum number of days; the policy pays while the vehicle is being repaired for a covered loss or until a total loss settlement is offered plus a short period. On a third-party claim the claimant is owed loss of use for the reasonable repair period. The repair timing is on the estimate and the shop's schedule, and it changes.

The authorization is a decision with a length, and the length should follow the repair.

How it runs

From the requestto the system of record.

A claim with vehicle damage is opened, the repair estimate is approved, or the claimant asks for a rental. Callvu opens the authorization on the claim.

Claimant: Requests the rental, picks up and returns the vehicle, and sees the authorized days.
Rental vendor: Receives the booking with the vehicle class and the authorized days, bills the insurer directly and reports returns.
Adjuster: Decides exceptions and extensions beyond the rule in the Decision Desk.
Callvu: Reads the claim, decides the authorization and its length, books, tracks the repair timing and writes.

Read the coverage and the repair timing
The claim's coverage (rental reimbursement with its daily limit, total limit and maximum days; or loss of use owed on a liability claim), the vehicle's drivability, the repair estimate's labor hours and parts status, and the shop's scheduled start and completion are read from the claims system and the estimate.
Decide the authorization
The authorization, the vehicle class the coverage allows and the length (from the pickup to the scheduled completion plus the policy's return allowance, or to the total loss offer plus the policy's days) are decided by rule; the rental is booked with the vendor at the claimant's chosen branch with direct billing, and the claimant receives the confirmation with the authorized days and the daily limit.
Track and extend
The shop's status (a supplement, a parts delay, the completion date) updates the repair timing; an extension within the coverage's maximum is decided by rule and sent to the vendor and the claimant; a request beyond the maximum, a non-drivable vehicle before the estimate, or a liability loss of use dispute goes to the adjuster in the Decision Desk with the timeline and only the allowed outcomes.
Write back
The authorization, each extension, the return date and the vendor's invoice, matched to the authorized days and the daily limit, are written to the claims system; the claimant is told the day the authorization ends before it ends; on a liability claim the loss of use days are documented for the other carrier.

Where it ends: The rental matched the coverage and the repair, extensions followed the shop's timing by rule, the claimant knew the end date before it arrived and the invoice matched the authorization. The Decision Trace shows the coverage read, the length decision and each extension; the Audit Trace shows the booking, the status updates, the return and the invoice match.

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

Rental reimbursement and transportation expenses coverage (ISO PP 03 02 and the policy's transportation expenses provision): The policy pays transportation expenses up to a daily limit and a total maximum while the covered vehicle is withdrawn from use because of a covered loss, beginning after the policy's waiting period for a drivable vehicle or at the loss for one that is not, and ending when the vehicle is repaired or replaced or, for a total loss, a set number of days after the insurer offers a settlement; the authorization applies these terms as data.
Third-party loss of use and state unfair claims settlement practices acts (NAIC Model Act 900; state rules on loss of use such as California Insurance Code 2695.8): A third-party claimant is owed the reasonable cost of a substitute vehicle for the reasonable period of repair or until a total loss offer; the insurer must document the repair period and may not unreasonably limit the days; the authorization records the timeline the other carrier or the claimant may dispute.
State rental vehicle and direct billing rules, and the insurer's vendor agreement: The vendor agreement sets the vehicle classes, the negotiated daily rates, direct billing and the return reporting; state rules govern the damage waiver and the rental contract disclosures the claimant signs at pickup.

Company policies

The authorization's length follows the repair timing from the estimate and the shop, and changes when it changes.
Extensions within the coverage's maximum are decided by rule; beyond it, the adjuster decides.
The claimant is told the end date before it arrives, every time.
The claims system is the system of record for the authorization and the invoice.

Controls

Coverage and repair timing read from the claim and the estimate.
Rule-based authorization with class, daily limit and length.
Direct-billed booking with the vendor.
Shop status tracking and rule-based extensions.
Decision Desk for requests beyond the maximum.
Invoice matching to the authorized days and limit.

Clocks and deadlines

Authorization length: From pickup to the scheduled completion plus the policy's return allowance, within the coverage's maximum days.
Total loss: Ends the policy's number of days after the settlement offer.
End-date notice: Sent to the claimant before the authorization ends, and again on each extension.

Documents and checks

The coverage terms and the repair timing
The authorization and the booking
Each extension and the shop status that caused it
The return and the invoice match in the claims system

In the Decision Trace

The coverage read and the length computation.
Each extension and its basis.
Any adjuster decision.

In the Audit Trace

The booking with time.
Each status update and extension.
The return, the invoice and the write.

The handoff

Between the front doorand the back office.

The front door

The claimant in the app or by phone, or the authorization opens from the approved estimate without a request.

The back office

The adjuster sees only requests beyond the rule; the vendor is booked and billed by the process.

The Decision Desk

A request beyond the coverage's maximum, a non-drivable vehicle before the estimate, or a liability loss of use dispute goes to the adjuster in the Decision Desk with the timeline 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.

How long is the rental authorized?

From pickup to the shop's scheduled completion plus the policy's return allowance, within the coverage's daily limit and maximum days; on a total loss, until the policy's days after the settlement offer.

What happens when the repair runs long?

The shop's status updates the timing, an extension within the maximum is decided by rule and sent to the vendor and the claimant, and a request beyond it goes to the adjuster.

Who pays the vendor?

The insurer, by direct billing under the vendor agreement, with the invoice matched to the authorized days and the daily limit before payment.

Related processes

Repair estimate approval Auto total loss settlement Auto glass claim Roadside assistance request Try it in the sandbox All insurance processes

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