Roadside assistance request

How do we take a roadside assistance request by phone, app or AI agent, confirm the location, the vehicle and the coverage, and dispatch a tow or a service with the request logged?

Make the request a confirmed dispatch rather than a conversation. Callvu identifies the policyholder, prefills the vehicles on the policy and the roadside coverage (the service types, the tow mileage or dollar limit, the number of uses in the term), captures the location from the phone or the address given, takes the service needed (a tow, a jump start, a lockout, a flat, fuel delivery), decides eligibility and the destination by rule, dispatches the assistance provider with the details, and writes the request, the dispatch and the provider's arrival to the policy system and the claims system where the term counts a use.

In scopeSimpleCallvu moves: prefill, decide, write back

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Last updated November 7, 2026.

The problem today

The policyholder spent nine minutes spelling the cross street while the agent looked for the coverage, and the tow went to the wrong exit.

Today, without Callvu

A policyholder breaks down. They call the number on the card. The agent asks for the policy number, the vehicle, the location, the problem, and reads the coverage from a screen while the policyholder stands on a shoulder. The dispatch is keyed into a provider's portal, and the address is wrong by one exit. Nobody records that this was the third use of a benefit that allows three.

Roadside coverage is an endorsement with specific terms: the services covered, the tow distance or amount, the number of uses per term, the vehicles it applies to and whether a use counts as a claim. The policyholder's location is on their phone. The vehicles are on the policy. The request is a prefill and a decision, and the dispatch is a write to the provider.

The call should be seconds of confirmation, or no call at all.

How it runs

From the requestto the system of record.

A policyholder requests assistance by phone, in the app, through a link texted from the phone menu or through an AI agent. Callvu identifies them and opens the request.

Policyholder: Confirms the vehicle, shares the location from their phone, picks the service and sees the provider's arrival.
Assistance provider: Receives the dispatch with the location, the vehicle and the service, and reports arrival and completion.
Callvu: Prefills, captures the location, decides eligibility, dispatches and writes.

Prefill the policy
The policyholder is identified and the vehicles on the policy, the roadside endorsement's terms (the covered services, the tow limit, the uses allowed and used this term) and the contact details are prefilled from the policy system; the policyholder picks the vehicle and shares the location from the phone or gives the address, which is matched to a map point.
Take the service
The service needed (a tow, a jump start, a lockout, a tire change, fuel delivery, winching) and the situation (a highway, a garage, a safe spot) are captured with the questions the service type needs, including the destination for a tow (a shop on the insurer's network, the policyholder's choice within the limit, the dealer).
Decide and dispatch
Eligibility is decided by rule: the vehicle is covered, the service is in the endorsement, the use is within the term's count, the tow destination is within the limit; the provider is dispatched with the location, the vehicle, the service and the policyholder's contact, and the estimated arrival is sent to the policyholder; an ineligible request (a vehicle not on the policy, a use beyond the count, a tow beyond the limit) is offered the pay-on-your-own option by rule, and an unclear safety situation goes to the assistance desk in the Decision Desk.
Write back
The request, the dispatch, the provider, the arrival and the completion are written to the policy system against the endorsement's use count, and to the claims system where the insurer records a use as a claim; the policyholder receives the confirmation and a link to report a problem with the service.

Where it ends: The policyholder confirmed rather than recited, the location came from the phone, eligibility was decided by rule and the provider was dispatched with the right details, with the use recorded against the endorsement. The Decision Trace shows the eligibility decision and the dispatch; the Audit Trace shows the request, the dispatch and the provider's arrival 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

Roadside assistance endorsement terms (ISO PP 13 02 towing and labor costs coverage and the insurer's own roadside endorsement): The endorsement pays for towing to the nearest qualified repair facility and labor at the place of disablement up to the stated limit per disablement, with the insurer's version listing the covered services (towing, jump start, lockout, tire change, fuel delivery, winching), the number of uses per policy term, the vehicles covered and whether a use is recorded as a claim; the process applies the endorsement's terms as data.
State motor club and towing rules (motor club acts in states such as California Insurance Code 12140 and the state towing rate and consent rules): Where roadside assistance is provided through a motor club or a service contract, the state's motor club act governs the provider's licensing and the disclosures; state rules on towing consent and rates apply to the provider the insurer dispatches, and the dispatch record evidences the policyholder's consent to the destination.
Telephone Consumer Protection Act (TCPA) and the insurer's contact policy: Text messages with the arrival estimate and the service link are sent to the number the policyholder used or confirmed in the request, with the consent recorded on the request.

Company policies

The vehicles and the coverage are prefilled; the policyholder never reads a policy number on the roadside.
The location comes from the phone where the policyholder shares it, and is confirmed on a map before dispatch.
Eligibility is decided by rule from the endorsement's terms, with the pay-on-your-own option offered when it fails.
The policy system holds the use count, and the claims system holds the use where the insurer records it as a claim.

Controls

Policy and endorsement prefill.
Location capture and map confirmation.
Rule-based eligibility with use count and tow limit.
Provider dispatch with full details and arrival estimate.
Decision Desk for safety situations.
Policy and claims system writes with completion.

Clocks and deadlines

Dispatch: Immediately on the eligibility decision, with the estimated arrival sent to the policyholder.
Arrival and completion: Reported by the provider and tracked; a late arrival triggers a status message and, past the policy's threshold, a re-dispatch.

Documents and checks

The request with the vehicle, the location and the service
The eligibility decision
The dispatch and the provider's arrival and completion
The policy system use record and the claims system entry where applicable

In the Decision Trace

The eligibility decision and the endorsement terms it applied.
The dispatch and the destination choice.

In the Audit Trace

The request with time and channel.
The dispatch, arrival and completion with times.
The writes.

The handoff

Between the front doorand the back office.

The front door

Phone, the app, a link texted from the phone menu, or an AI agent; the policyholder confirms rather than recites.

The back office

The assistance desk sees only safety situations and late arrivals; the provider receives a complete dispatch.

The Decision Desk

An unclear safety situation (a disabled vehicle in a live lane, a policyholder who needs more than roadside help) goes to the assistance desk in the Decision Desk with the location and only the allowed actions, including emergency escalation.

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 does the policyholder have to provide?

The vehicle (picked from the policy), the location (shared from the phone or an address), and the service needed; everything else is prefilled or decided by rule.

What if the request is not covered?

The eligibility decision explains why (a vehicle not on the policy, the term's uses exhausted, a tow beyond the limit) and offers the pay-on-your-own option by rule.

Is a roadside use a claim?

Only where the insurer's endorsement records it as one; the process writes to the claims system in that case and always records the use against the endorsement in the policy system.

Related processes

Emergency assistance dispatch Auto glass claim Rental car authorization First notice of loss from any door Try it in the sandbox All insurance processes

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