Third-party and subrogation requests

How do we chase the documents and responses a claim needs from another insurer, passengers, repair shops and other third parties, and record them in the claims system?

Give every third party its own link and its own clock. When a claim involves another insurer, passengers, witnesses, repair shops or a subrogation target, Callvu classifies each party and what the claim needs from them (the other carrier's coverage confirmation and liability position, a passenger's statement and injury details with consent, a shop's estimate and photos, a target's insurer and the demand package), sends each a link with only their part, chases each on the clock the state's rules and the inter-company agreements set, reads and checks each response against the claim, routes a liability dispute, a denial or an arbitration decision to the subrogation or liability adjuster in the Decision Desk, and records every request, response and recovery in the claims system. Live at Phoenix Insurance, under national rules outside the US.

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

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Last updated November 7, 2026.

The problem today

The other carrier's adjuster and ours traded voicemails for six weeks about a liability split that an exchange of two documents would have settled.

Today, without Callvu

A claim with other parties is a claim with other people's documents. The other insurer's coverage and liability position, the passengers' statements, the witness's account, the shop's estimate, the subrogation demand and the target's response: each sits with someone outside the company, each is chased by an adjuster who has forty other files, and each lands in an email or a fax. Recoveries are lost to missed deadlines and unanswered demands.

The state's claim handling rules set the periods for communications; the inter-company arbitration agreements set the procedures and the deadlines for subrogation between insurers; the privacy rules set the consent for a passenger's injury details; the policy's subrogation condition sets the insurer's rights. Every party and every document has a rule and a clock, which is what a process is for.

A third party who receives one link with only their part answers faster than one who receives a letter.

How it runs

From the requestto the system of record.

A claim is classified as involving third parties (at first notice or by the adjuster). Callvu opens one chase per party with what the claim needs from them.

Other insurer: Confirms coverage, states its liability position, responds to the subrogation demand through its channel or the arbitration forum.
Passengers and witnesses: Give statements and details through their own links, with consent where injury information is involved.
Repair shops and other vendors: Provide estimates, photos and invoices through their links.
Subrogation or liability adjuster: Decides disputes, denials and arbitration filings in the Decision Desk.
Callvu: Classifies each party, sends links, chases on the clock, reads and checks, routes and records.

Classify the parties and the needs
Each party on the claim (the other carrier and its insured, each passenger, each witness, the shop, the subrogation target and its insurer) is classified with what the claim needs from them, the authorization or consent required (a passenger's injury details under the privacy rules), the format (a statement, a document, a form) and the clock (the state's communication periods, the inter-company agreement's deadlines, the insurer's guidelines).
Chase and verify each party
Each party receives a link with only their part, in plain terms, with the consent captured first where required; each is chased on their clock with the claim showing who owes what; each response is read on arrival and checked against the claim (the vehicle, the date, the parties, the amounts, a statement that answers the questions asked), and what is missing or inconsistent is put back to the party with the specifics.
Decide
Responses that pass attach by rule; a liability dispute with the other carrier, a denial of the subrogation demand, a party who refuses or cannot be reached, a conflict between statements or an arbitration filing decision goes to the subrogation or liability adjuster in the Decision Desk with the responses and only the allowed outcomes (accept the position, counter, file for arbitration, close the party's requirement, or refer to counsel).
Write back
Every request, chase, response, decision and recovery is recorded in the claims system on the claim with the party, the dates and the documents, the recovery is applied with the deductible returned to the policyholder through its process, and the inter-company arbitration filing, where one is made, is recorded with its deadlines.

Where it ends: Every third party was asked once for only their part, chased on their clock, checked on arrival, and the claims system holds the whole exchange with the decisions and the recovery. The Decision Trace shows each party's classification, the checks and any decision; the Audit Trace shows each request, response and recovery 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.

State unfair claims settlement practices acts: The periods for responding to communications apply to third-party claimants and other insurers as well as the insured, and the file must record every communication with the date; a third-party claimant must not be misled about coverage or policy limits where the state requires disclosure.
Inter-company arbitration agreements (Arbitration Forums rules) and the policy's subrogation condition: Insurers that are signatories resolve subrogation disputes through compulsory arbitration with filing deadlines, evidence rules and a decision that binds; the policy's subrogation condition gives the insurer the insured's rights of recovery and requires the insured's cooperation and no impairment of those rights.
Privacy rules for passenger and witness information (HIPAA authorization for injury details, GLBA and the state insurance privacy acts): A passenger's injury information is collected with their authorization and handled as protected information; witness and passenger personal details are used for the claim only and disclosed to other parties as the rules allow.

Company policies

Each party receives one link with only their part and the consent first where required.
Every party has a clock, and the claim shows who owes what at any moment.
Disputes, denials and arbitration filings are decided by the adjuster with the responses in view, inside the deadlines.
The claims system is the system of record for the exchange and the recovery.

Controls

Party and requirement classification with consent rules.
Per-party links and chases on the clock.
Response reading and checks.
Decision Desk for disputes and filings.
Claims system recording of every exchange.
Recovery application and deductible return.

Clocks and deadlines

Communications: The state's response periods for each party.
Subrogation demand and arbitration: The inter-company agreement's deadlines from the demand and the filing, tracked on the claim.
Statute of limitations: The state's limitation period for the recovery, flagged on the claim.

Documents and checks

The party classification and the requirements
Each request and consent
Each response as received and checked
Each decision and any arbitration filing
The claims system record and the recovery

In the Decision Trace

Each party's requirements and clock.
Each response's checks.
Any decision and the person.

In the Audit Trace

Each request and chase with party and time.
Each response with time.
The decisions, the filings and the recovery.

The handoff

Between the front doorand the back office.

The front door

Each third party through its own link or channel; passengers and witnesses on their phones with consent first.

The back office

The adjuster decides disputes and filings with the responses in view; the chase runs without them.

The Decision Desk

A liability dispute, a denied demand, an unreachable party, conflicting statements or an arbitration filing goes to the subrogation or liability adjuster in the Decision Desk with the responses and only accept, counter, file, close, or refer to counsel.

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

Callvu requests missing documents from the right party on a clock, reads them on arrival (OCR) and checks each against what the case needs.

HND-04 · Self-asserted · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

What does each third party receive?

One link with only their part in plain terms, with the consent captured first where injury information is involved, and reminders on their clock.

How are disputes with the other insurer handled?

The adjuster decides in the Decision Desk with the responses: accept the position, counter, or file for inter-company arbitration within its deadlines, all recorded on the claim.

Where is the recovery recorded?

In the claims system on the claim, with the deductible returned to the policyholder through its own process.

Related processes

Third-party claimant intake Deductible recovery to the policyholder Claims documentation Salvage and recovery Try it in the sandbox All insurance processes

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