Supplier invoice approval

How do we approve a supplier's invoice on a claim only after the customer confirms the service, with the invoice matched to the agreed amount and paid from the claims system?

Match the invoice to the record and ask the customer before the case closes. When a supplier (a repair shop, a contractor, an assistance provider, a rental company) invoices on a claim, Callvu matches the invoice to the claim, the dispatch or the approved estimate and the supplier's agreement, checks the lines against the agreed amount, the rates and the approved supplements, asks the customer on their phone to confirm the service was done as described, routes a variance above tolerance or a customer's dispute to the claims or vendor desk in the Decision Desk with only the allowed outcomes, approves within tolerance by rule, and writes the approval and the payment to the claims system with the supplier notified and the case closed. Live at Phoenix Insurance, under national rules outside the US.

Live at PhoenixComplex: multi-party handoffsCallvu moves: chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The contractor's invoice was paid before the customer mentioned the work was never finished.

Today, without Callvu

Suppliers invoice the insurer, not the customer, and the customer's experience of the work is the one fact the invoice does not carry. The claims desk pays against the estimate; the customer complains a month later that the roof still leaks or the locksmith never came; the recovery from the supplier is awkward. Variances between the estimate and the invoice are approved by habit because checking them one by one is slow.

An invoice on a claim has a record to match: the dispatch or the approved estimate with the agreed amount, the supplements approved, the supplier's agreement with its rates and terms, and the customer who received the service. The check is a match and a tolerance; the confirmation is a question to the customer; the approval is a decision the claims system should hold with the payment.

The customer's confirmation is the cheapest control in the claim and the one most often skipped.

How it runs

From the requestto the system of record.

A supplier submits an invoice on a claim through its link or its feed. Callvu matches it and opens the approval.

Supplier: Submits the invoice with the job reference and the completion evidence, and receives the approval and the payment advice.
Customer: Confirms on their phone that the service was done as described, or says what was not.
Claims or vendor desk: Decides variances and disputes in the Decision Desk.
Callvu: Matches, checks, asks the customer, routes, approves by rule and writes.

Match and check
The invoice is matched to the claim, the dispatch or the approved estimate and the supplier's agreement; the lines are checked against the agreed amount, the approved supplements, the agreement's rates and terms, duplicates and prior payments, and the completion evidence (photos, the customer's signature on the job sheet where the supplier collects one); what is missing is chased from the supplier through its link.
Chase and verify with the customer
The customer is asked on their phone, with the job described in plain terms, to confirm the service was done, when, and as described, and to say what was not; a non-response is chased on the policy's schedule, and after the window the policy decides whether to proceed on the evidence.
Decide
An invoice inside tolerance with the customer's confirmation is approved by rule; a variance above tolerance, a line outside the agreement, a customer's dispute or a missing confirmation after the window goes to the claims or vendor desk in the Decision Desk with the match, the evidence and the customer's words and only the allowed outcomes: approve, approve a reduced amount with the reason to the supplier, hold for completion, or reject.
Write back
The approval and the amount are written to the claims system, the payment is released through the payables process with the supplier's remittance advice, the supplier's performance record is updated with the customer's confirmation and any dispute, and the case closes on the claim with the record complete.

Where it ends: Every supplier invoice was matched to its record, confirmed by the customer, decided on variances, and paid from the claims system with the supplier's performance recorded. The Decision Trace shows the match, the tolerance and any decision; the Audit Trace shows the submission, the customer's confirmation and the payment with time.

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.

Supplier and network agreements and the insurer's payables controls: The agreements set the rates, the terms, the evidence of completion and the invoicing rules; the insurer's controls set the matching, the tolerance for variances, the approval authority and the segregation between approval and payment, which the process enforces.
State unfair claims settlement practices acts and the policy's conditions: Where the supplier's work is the claim's settlement in kind, the customer's confirmation and the record of the communications are the file the state rules require, and a dispute about the quality of repair is handled within the claim under the policy's repair and guarantee provisions.
Sanctions and vendor screening (OFAC) and the tax reporting of vendor payments: Payments to suppliers are screened against the sanctions lists through the vendor onboarding process, and reportable vendor payments are recorded for the year's information returns.

Company policies

No invoice is approved without a match to the dispatch or the agreed estimate and the agreement.
The customer confirms the service on their phone before the case closes; their words reach the desk on a dispute.
Variances above tolerance are decided by a person with the evidence; inside tolerance by rule.
The claims system is the system of record for the approval and the payment.

Controls

Invoice matching to the claim record and the agreement.
Line checks with duplicate and prior payment detection.
Customer confirmation on their phone with a chase.
Tolerance rule and Decision Desk for variances and disputes.
Claims system write and payables release.
Supplier performance record.

Clocks and deadlines

Customer confirmation: Requested on invoice receipt and chased on the policy's schedule, with a decision after the window.
Payment terms: The agreement's terms from approval.

Documents and checks

The invoice and the completion evidence
The match and the checks
The customer's confirmation or dispute
The decision
The claims system record and the payment advice

In the Decision Trace

The match and the tolerance result.
The customer's confirmation.
Any decision and the person.

In the Audit Trace

The submission with time.
The confirmation request and response with time.
The approval, the write and the payment.

The handoff

Between the front doorand the back office.

The front door

The supplier through its link or feed; the customer confirms on their phone.

The back office

The desk decides only variances and disputes; payables pay from the approval.

The Decision Desk

A variance above tolerance, a line outside the agreement, a customer's dispute or a missing confirmation after the window goes to the claims or vendor desk in the Decision Desk with the evidence and only approve, approve reduced with the reason, hold, or reject.

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 put more than 100 processes live in under three months.

INS-01 · Self-asserted · verified 2026-11-02

Phoenix Insurance reaches more than 90% completion without human help.

INS-06 · Self-asserted · verified 2026-11-05

Phoenix Insurance saves more than $3.5M a year in service costs.

INS-07 · Self-asserted · verified 2026-11-05

Questions

What buyers ask next,answered plainly.

Why ask the customer?

Because the customer's experience of the work is the one fact the invoice does not carry; they confirm on their phone that the service was done as described before the case closes.

What is the invoice matched to?

The claim, the dispatch or the approved estimate with the agreed amount and the approved supplements, and the supplier's agreement with its rates and terms.

What happens on a variance?

Inside tolerance it is approved by rule; above it, or on a customer's dispute, the desk decides with the evidence and the customer's words.

Related processes

Emergency assistance dispatch Repair estimate approval Claims vendor and supplier onboarding Contractor and repair network assignment Try it in the sandbox All insurance processes

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