Water damage claim

How do we take a water damage claim by phone, app or agent with the location, the photos and the damage captured once, so the claim reaches the adjuster ready?

Capture the loss once, with the photos the adjuster will need. Callvu identifies the policyholder and prefills the property and the coverages, classifies the water loss (a sudden pipe burst, an appliance failure, a roof leak, sewer backup, surface water or flood, which the policy and the endorsements treat differently), asks the questions the source needs (when it started, whether it is stopped, the mitigation taken, the rooms affected), guides the photos room by room and of the source, chases the mitigation company's report and the invoices on a clock, applies the state's claim handling periods, and writes one complete claim to the claims system with the coverage indicators and the assignment to a property adjuster. Live at Phoenix Insurance, under national rules outside the US.

Live at PhoenixSimpleCallvu moves: prefill, chase and verify, write back

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Last updated November 7, 2026.

The problem today

The adjuster's first act was to ask for the photos the policyholder had already sent to the agent, who had them in email.

Today, without Callvu

Water losses are the most frequent property claim and the most variable: a burst pipe at two in the morning, a dishwasher line that leaked for weeks, a roof leak in a storm, a sewer backup, a flood. The policyholder calls, the agent takes notes, the photos go to an email, the mitigation company starts work on a verbal, and the adjuster opens a claim with a description and nothing else. Coverage turns on the source and the duration, which nobody captured.

The policy treats the sources differently (sudden and accidental discharge is covered, long-term seepage and flood are excluded, sewer backup needs its endorsement), the mitigation must start fast and be documented, the state's claim handling periods run from notice, and the adjuster needs photos of the source and of each affected room with the date. The intake can capture all of it in one pass from the policyholder's phone.

A claim that arrives ready is a claim that settles in days.

How it runs

From the requestto the system of record.

A policyholder reports water damage by phone, in the app, to an agent, or through an AI assistant. Callvu identifies them and opens the claim.

Policyholder: Describes the loss, takes the guided photos, and uploads the mitigation documents on their phone.
Mitigation company: Provides the moisture readings, the scope and the invoice through a link.
Property adjuster: Receives the ready claim and decides coverage questions in the Decision Desk.
Callvu: Prefills, classifies the source, asks the right questions, guides the photos, chases, applies the periods, routes and writes.

Prefill and classify the source
The property, the coverages, the deductibles and the endorsements (sewer backup, service line, flood through its program) are prefilled; the first answers classify the source (a sudden discharge, an appliance or supply line, a roof or exterior leak, backup, surface water or flood), the duration (sudden or over time), whether the water is stopped, and the severity (rooms affected, standing water, habitability), which sets the coverage indicators and the urgency.
Ask what the source needs and guide the photos
The questions for the source are presented (the appliance and its age, the pipe location, the storm date, the mitigation started and by whom, the habitability); the photos are guided: the source, each affected room, the water line, the contents, with the date and location data captured; a loss over time or a flood indicator is explained to the policyholder with what the policy says, in plain terms, without deciding coverage at intake.
Chase and verify
The mitigation company's moisture readings, scope and invoice, the plumber's or the roofer's report on the cause, and the contents inventory are requested through links and chased on a clock; each is read and checked against the claim (the address, the dates, the rooms), and the claim shows what is outstanding; a coverage question (the duration, the source, a flood indicator, a vacancy) goes to the property adjuster in the Decision Desk with the photos and only the allowed outcomes.
Write back
One complete claim is written to the claims system with the source classification, the coverage indicators, the photos and the reports, the state's periods started and the assignment to a property adjuster by skill; the policyholder receives the acknowledgment, the claim number, and the mitigation guidance.

Where it ends: The water loss was captured once with the source, the duration and the photos the adjuster needs, the mitigation documented, and the claims system holds a ready claim with the coverage questions already in front of the adjuster. The Decision Trace shows the source classification and any coverage decision; the Audit Trace shows the photos, the chases 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

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 acknowledgment, the claim forms and instructions, the prompt investigation and the decision within the period after proof of loss, with the file recording each communication and the reasons; a denial for a policy exclusion (long-term seepage, flood) must state the specific provision; the intake captures the facts the file must show.
Homeowners policy forms (ISO HO-3 and the insurer's forms) and the endorsements: The policy covers sudden and accidental discharge or overflow from a plumbing, heating or appliance system and excludes continuous or repeated seepage over a period, surface water and flood, and water that backs up through sewers or drains unless the endorsement applies; the policy's duty to protect the property from further damage makes mitigation a covered reasonable cost; the classification at intake maps the source to these provisions.
State emergency mitigation and contractor rules, and the National Flood Insurance Program where flood applies: Some states regulate water mitigation contractors and assignments of benefits; a flood loss goes to the flood policy's claim process with its proof of loss deadline; the intake routes it rather than treating it as the homeowners claim.

Company policies

The source and the duration are captured at intake because coverage turns on them; the adjuster decides, not the intake.
Photos are guided room by room with date and location data, once.
The mitigation company documents through its own link; nothing starts on a verbal that the file cannot show.
The claims system is the system of record for the claim, the photos and the reports.

Controls

Property and endorsement prefill.
Source, duration and severity classification.
Source-specific questions and guided photos.
Mitigation and cause report chases with checks.
Decision Desk for coverage questions.
Claims system write with assignment.

Clocks and deadlines

Acknowledgment: Within the state's period from notice.
Mitigation documentation: Requested at intake and chased until the readings and the scope arrive.
Decision after proof: The state's period, started at write.

Documents and checks

The claim with the source classification
The guided photos with date and location
The mitigation readings, scope and invoice
The cause report
The claim in the claims system and the acknowledgment

In the Decision Trace

The source classification and the coverage indicators.
The questions asked.
Any adjuster decision.

In the Audit Trace

The report with channel and time.
Each photo and upload with time.
The write and the assignment.

The handoff

Between the front doorand the back office.

The front door

Phone, app, agent or an AI assistant; the policyholder takes the photos and uploads on their phone; the mitigation company uses its link.

The back office

The property adjuster opens a ready claim with the photos and the coverage questions in front of them.

The Decision Desk

A duration, source, flood or vacancy question goes to the property adjuster in the Decision Desk with the photos and the reports, and only the allowed outcomes.

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 reaches more than 90% completion without human help.

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

Phoenix Insurance has 40% fewer agent-led calls.

INS-02 · 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 photos are needed?

The source, each affected room, the water line and the contents, guided on the policyholder's phone with the date and location captured, so the adjuster does not ask again.

Does the intake decide coverage?

No. It captures the source and the duration because coverage turns on them, explains what the policy says in plain terms, and puts the question in front of the adjuster.

How is the mitigation company handled?

Through its own link for the moisture readings, the scope and the invoice, chased on a clock and checked against the claim.

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