Third-party claimant intake
How do we take a claim from someone who is not our insured, with their identity, damage and representation captured once and the claim in the claims system on the state's clock?
Open the third-party claim as its own case against the policy. Callvu prefills what the insured's claim and the policy already hold (the loss, the date, the vehicles or property, the coverage), takes the claimant's own details on a secure screen (identity, contact, the damage or injury, whether they have an attorney or a public adjuster and the authorization), chases the documents the claim type needs (photos, estimates, a police report, medical authorizations) from the claimant or their representative, applies the state's acknowledgment and communication clocks, and writes the claimant and the claim to the claims system with the adjuster assigned.
In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The other driver called three times, gave the same details to three people, and the acknowledgment letter went out on day twenty.
Someone who is not a policyholder has a claim against one. They are not in the policy system, they have no login, and they may have an attorney who must be the point of contact. The first adjuster takes the details on a call. The second asks again because the first note is incomplete. The attorney's letter of representation sits in a mailroom scan queue, and an adjuster calls the claimant directly after the attorney has told the carrier not to.
The state unfair claims settlement practices acts set the clocks: acknowledgment of the claim within the state's period (often ten to fifteen working days), reasonable standards for prompt investigation, a response to communications within a set period, and a decision or a written explanation within the state's time from proof of loss. A represented claimant must be dealt with through their attorney. Each is a rule the intake can enforce from the first contact.
A third-party claimant judges the carrier of someone who hit them, and they tell their own carrier about it.
How it runs
From the requestto the system of record.
A third party (or their attorney or public adjuster) reports a claim against a policyholder in any channel. Callvu opens the third-party claim case against the policy and the insured's loss.
- Third-party claimant
- Gives identity, contact, damage or injury details and documents on a secure screen, or through their representative.
- Claimant's attorney or public adjuster
- Provides the letter of representation and becomes the contact of record.
- Liability adjuster
- Receives the complete claim and decides exceptions in the Decision Desk.
- Callvu
- Prefills from the insured's claim, captures the claimant's details, chases documents, runs the state clocks and writes back.
Prefill from the insured's loss
The policy, the insured's first notice of loss, the date and place of loss, the vehicles or property involved and the coverages are prefilled from the claims system, so the claimant is asked only for what the carrier does not already know; a loss not yet reported by the insured opens the loss record and starts the insured's notice in parallel.
Capture the claimant and the representation
The claimant's identity and contact, the damage or injury, the vehicle or property, witnesses and any police report number are captured on a secure screen; if an attorney or public adjuster represents them, the letter of representation and the authorization are captured and the representative becomes the contact of record, so no one contacts the claimant directly from that point.
Chase and verify the documents
The claim type sets the document list: photos and a repair estimate for property damage, a police report, medical authorizations and bills for an injury, proof of ownership; each is requested from the claimant or the representative through a link, read on arrival and checked against the loss, and reminders run until the list is complete.
Write back on the state clock
The claimant, the representation, the documents and the acknowledgment are written to the claims system as a third-party claim on the insured's loss, the liability adjuster is assigned by skill, and the state's acknowledgment and communication clocks run on the case; a claimant whose identity or loss cannot be matched to a policy goes to the adjuster in the Decision Desk.
Where it ends: The claimant was asked once, through the right contact, the claim is in the claims system with its documents and the state clocks running, and the adjuster starts with a complete file. The Decision Trace shows the prefill sources, the representation and any exception; the Audit Trace shows every contact, upload and clock event.
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.
The handoff
Between the front doorand the back office.
The front door
Any channel, including the claimant's attorney; the claimant meets the process on a secure screen with no login.
The back office
The liability adjuster receives one complete third-party claim on the insured's loss with the clocks visible.
The Decision Desk
- A claimant whose loss cannot be matched to a policy, or a disputed representation, goes to the liability adjuster in the Decision Desk with only the allowed outcomes: open against the matched policy, open as unmatched for investigation, or decline with reasons.
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.
Does the claimant need an account?
No. They are a party on the insured's loss and complete their part on a secure screen from a link, with no login.
What happens when the claimant has a lawyer?
The letter of representation is captured, the attorney becomes the contact of record, and the process routes every communication through them.
Which state clocks apply?
The unfair claims settlement practices act's acknowledgment and communication periods, which run on the case from first notice.
Related processes
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