Property damage claim after a visit
How do we handle a customer's claim that a technician visit damaged their property, with the photos and the job record in front of a reviewer who decides?
Put the claim and the job record side by side. When a customer reports damage after a visit, Callvu opens the claim against the job, captures the report on the customer's phone (what was damaged, where, when it was noticed, the photos, the repair estimate where they have one), pulls the job record (the technician, the work done, the site condition the customer signed off, the technician's photos, the access notes), classifies the claim (inside the work area or outside it, reported within the policy's window or later, the amount against the authority limits, a safety or injury element), chases what is missing from the customer or the technician, routes the claim to the field or risk reviewer in the Decision Desk with both records and only the allowed outcomes, and writes the decision, the payment or the repair order and the reason to the BSS, the system of record, and the field system.
In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back
Last updated November 7, 2026.
The problem today
The customer sent photos of the cracked tile to the contact center, the field manager never saw them, and the claim became a regulator complaint.
A technician visit that damages something (a tile, a lawn, a wall, a water line) turns a service event into a liability event. The report arrives at the contact center, which has no job record; the field manager has the record but not the report; the customer's photos sit in an email. The claim is decided by whoever is loudest, or not decided at all, and the regulator complaint follows.
The claim has two sides of evidence: the customer's report and photos, and the job record with the technician's notes, photos and the site condition the customer signed off at the end of the visit. Classified against the work area, the reporting window and the amount, it is a decision a reviewer can make in minutes with both sides in view, and the decision has consequences (a payment, a repair order, a technician coaching note) that belong in the systems.
A damage claim decided on both records is a claim that closes without a complaint.
How it runs
From the requestto the system of record.
A customer reports damage from a technician visit in any channel. Callvu identifies the visit and opens the claim.
- Customer
- Describes the damage, uploads photos and any estimate, and receives the decision.
- Technician
- Provides their account and photos through their link where the job record lacks them.
- Field or risk reviewer
- Decides the claim in the Decision Desk with both records.
- Callvu
- Captures, pulls the job record, classifies, chases, routes and writes.
Capture the report and pull the job
The customer describes what was damaged, where, when it was noticed and how, uploads photos and a repair estimate or invoice where they have one, on their phone; the job record is pulled from the field system: the technician, the work, the entry points, the technician's before and after photos, the access notes and the site condition the customer signed off.
Classify
The claim is classified: inside or outside the work area recorded on the job, reported within the policy's window after the visit or later, the claimed amount against the reviewer's and the manager's authority, a water, gas or electrical element that needs an urgent response, an injury element that goes to the risk team, and the match between the customer's photos and the technician's.
Chase and verify
What is missing is chased: the technician's account and photos through their link where the record lacks them, the customer's estimate or a second one above the threshold, a contractor's assessment for a structural claim; each is read and attached, and the case shows both sides complete.
Decide and write back
The reviewer decides in the Decision Desk with the customer's report and the job record side by side and only the allowed outcomes (accept and pay the estimate, accept and order the repair through the carrier's contractor, offer a partial amount with the reason, or decline with the reason and the escalation path); the decision, the payment or the repair order, the reason and the technician coaching note where warranted are written to the BSS, the system of record, and the field system, and the customer is told in writing.
Where it ends: The claim was decided by a person with the customer's photos and the job record together, inside the authority rules, and the systems hold the decision, the payment or the repair and the reason. The Decision Trace shows the classification and the decision; the Audit Trace shows the report, the chases and the write 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.
The handoff
Between the front doorand the back office.
The front door
Any channel; the customer reports and uploads on their phone; the technician answers through their link.
The back office
The reviewer decides with both records; the contact center no longer holds the claim.
The Decision Desk
- Every claim goes to the field or risk reviewer in the Decision Desk with the report and the job record and only accept and pay, accept and repair, partial with reason, or decline with reason and the escalation path.
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.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
What does the reviewer see?
The customer's description, photos and estimate next to the job record: the work, the entry points, the technician's photos, the access notes and the site condition the customer signed off.
Who decides?
The field or risk reviewer in the Decision Desk inside the authority limits, with an injury element routed to the risk team; the contact center captures, it does not decide.
What does the customer receive?
A written decision with the reason and, where accepted, the payment or the repair order; where declined, the escalation path.
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