Theft claim with police report

How do we get a theft claim complete for the adjuster, with the police report, proof of ownership and receipts chased from the claimant on the state's clock?

Open the claim at first notice and chase each document from the party who holds it. Callvu acknowledges the claim inside the state's period, classifies the theft (a vehicle, contents of a home, a burglary, a stolen commercial item) and what the policy's conditions require, requests the police report number and the report itself, proof of ownership and receipts or photos for each scheduled item through a link, reads each document on arrival and checks it against the claim, routes a conflict to the adjuster in the Decision Desk, and writes the complete file to the claims system with the state's investigation clock running.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, write back

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Last updated November 7, 2026.

The problem today

The claimant reported the burglary on a Sunday, and the first request for the police report went out eleven days later.

Today, without Callvu

A policyholder reports a theft. The call is logged, a claim number is issued, and the file waits for an adjuster to be assigned. The adjuster, when they pick it up, writes to ask for the police report, the receipts and photographs of the stolen items, and the serial numbers. The claimant sends some of it; another letter asks for the rest. Each exchange takes a week, and the acknowledgment and investigation periods the state sets are already running.

The unfair claims settlement practices acts require the insurer to acknowledge the claim within a set period, to provide the forms and instructions the claimant needs, to begin the investigation promptly and to decide within the state's period after a complete proof of loss. The policy's own conditions require a prompt police report, an inventory of the stolen property with its value, and proof of ownership for items above a threshold.

Every one of those documents has a party who holds it and a reason it is needed. The chase should start at first notice, not at assignment.

How it runs

From the requestto the system of record.

A theft is reported in any channel, by phone, in the app, through an agent or an AI agent. Callvu opens the claim and the acknowledgment goes out at once.

Claimant: Reports the theft, provides the police report, the inventory, the proof of ownership and the receipts through a link.
Adjuster: Receives a complete file and decides conflicts in the Decision Desk.
Police department: Issues the report the claimant obtains, or confirms the report number where the department offers a records request.
Callvu: Acknowledges, classifies, chases each document, reads and checks it, routes and writes.

Classify the theft
The loss type (a vehicle theft, a burglary with forced entry, theft of contents away from home, a stolen scheduled item, a commercial theft), the policy's coverage and sublimits, the deductible and any scheduled property classify the documents the claim needs and the questions the claimant must answer.
Chase and verify
The claimant receives one request with each document explained: the police report number and the report, an inventory with each item's description, age and value, proof of ownership for each item above the policy's threshold (a receipt, a photograph, a bank or card statement, a manufacturer registration), serial numbers where they exist and the claim form; each upload is read on arrival (the report's date, the address and the items listed are compared with the claim; a receipt's item and date are matched to the inventory) and the claimant is told the same day what is accepted and what is missing.
Decide the conflicts
A report that lists different items than the inventory, an item above the sublimit, a loss outside the policy period or a pattern that matches the special investigations triggers routes to the adjuster in the Decision Desk with the documents side by side and only the allowed outcomes: accept, ask the claimant for a specific explanation, or refer to special investigations.
Write back
The complete file, each document with its check, the inventory with values, the acknowledgment date and the investigation clock are written to the claims system; the adjuster receives it with the work type and the due date, and the claimant can see the status and what remains at every step.

Where it ends: The theft claim reached the adjuster complete, every document was asked for once and checked on arrival, and the state's acknowledgment and investigation periods were met with the dates on the record. The Decision Trace shows the classification, each document's check and any adjuster decision; the Audit Trace shows the acknowledgment, each request and upload, 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

State unfair claims settlement practices acts (NAIC Unfair Claims Settlement Practices Model Act 900 and the Model Regulation 902): The insurer must acknowledge a claim within the state's period (ten working days under the model regulation, fifteen in many states), provide the necessary claim forms and instructions with the acknowledgment, reply to pertinent communications within the same period, complete its investigation within thirty days of the notice unless it cannot reasonably do so, and accept or deny the claim within the state's period after a proof of loss, with the reasons in writing for a denial; failure in a general business practice is an unfair claims practice.
Policy conditions for theft losses (ISO homeowners and personal auto forms, duties after loss): The insured must give prompt notice to the police in case of theft, prepare an inventory of the damaged or stolen property with quantities, costs, actual cash value and the amount of loss, attach bills, receipts and related documents that justify the figures, and cooperate with the investigation; sublimits apply to categories such as jewelry, firearms and silverware unless scheduled.
State fraud reporting requirements and the special investigations referral: A claim that matches the insurer's fraud indicators is referred to the special investigations unit, and states require the insurer to report suspected fraud to the fraud bureau; the classification keeps the triggers on the file rather than in the adjuster's memory.

Company policies

The acknowledgment and the first document request go out at first notice, by rule, not at assignment.
Each document is explained once and read on arrival; the claimant hears the same day what is accepted and what is missing.
Conflicts between the police report and the inventory are the adjuster's decision in the Decision Desk, with the documents in view.
The claims system is the system of record for the file, the dates and the checks.

Controls

Acknowledgment inside the state's period with the forms and instructions.
Loss classification setting the document list.
Document reading and matching against the inventory and the claim.
Reminders on the policy's schedule until each document arrives.
Decision Desk routing for conflicts and fraud indicators.
Claims system write with the investigation clock.

Clocks and deadlines

Acknowledgment: Within the state's period from notice (ten to fifteen working days in most states).
Investigation: Begun promptly and completed within thirty days of notice where reasonably possible, with the reason recorded when it is not.
Decision after proof of loss: Within the state's period after a complete proof of loss, with reasons for a denial.

Documents and checks

The first notice and the acknowledgment with the forms
The police report and its number
The inventory with values and the proof of ownership for each item
The receipts, photographs and serial numbers
The claim form and the complete file in the claims system

In the Decision Trace

The loss classification and the documents it required.
Each document's check against the inventory and the claim.
The adjuster's decision on any conflict and the person.

In the Audit Trace

The acknowledgment with its time against the state's period.
Each request, reminder and upload with time.
The write to the claims system and the adjuster handoff.

The handoff

Between the front doorand the back office.

The front door

Any channel at first notice; the claimant answers only the questions the loss type needs and uploads from their phone.

The back office

The adjuster receives a complete, checked file with the clock visible, and sees only the conflicts.

The Decision Desk

A conflict between the police report and the inventory, an item above the sublimit, or a fraud indicator goes to the adjuster in the Decision Desk with the documents side by side and only accept, ask for a specific explanation, or refer to 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.

What does the claimant have to provide?

The police report and its number, an inventory with each item's value, proof of ownership for items above the policy's threshold, serial numbers where they exist, and the claim form, each explained once in a single request.

How fast is the claim acknowledged?

At first notice, with the forms and instructions, inside the period the state's unfair claims settlement practices act sets.

What happens when the report and the inventory do not match?

The adjuster decides in the Decision Desk with both documents in view: accept, ask the claimant for a specific explanation, or refer the claim to special investigations.

Related processes

Claims documentation Sworn proof of loss Claim status and document upload by the claimant First notice of loss from any door Compared with the alternatives Try it in the sandbox All insurance processes

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