Deceased account holder

Family member or executor (the reporter)

Reports once, provides the death certificate and their authority through a link, and chooses the outcome for each line.

Account desk (the bereavement team)

Decides the outcomes in the Decision Desk.

Callvu

Captures, protects, chases the documents, classifies the lines, routes, writes to the BSS and billing, and confirms.

1. 1

   Capture and protect

   The report is captured with the reporter's identity, relationship and contact and the date of death; the account is flagged, collection and dunning are paused, marketing and the automatic payments are stopped as the policy sets, and the numbers on the account are protected from release while the case is open.

2. 2

   Chase and verify

   The death certificate and the reporter's authority (the executor's letters, or the next of kin's statement where the policy accepts it for a personal account) are requested through a link, read on arrival (the deceased's name against the account holder, the date, the issuing authority, the executor's name on the letters) and what is missing is chased with the specifics; the reporter is never asked twice, and the certificate is attached to the case for every outcome.

3. 3

   Classify and decide

   Each line is classified (the deceased's own line to close or keep for a period, lines used by family members to transfer, financed devices with balances, a business line, add-ons and subscriptions) and the reporter chooses the outcome for each; the account desk decides in the Decision Desk with the documents and the policy and only the allowed outcomes: close the account with the final bill to the estate, transfer the lines to a family member through the transfer process with the numbers kept and the credit check as the policy provides, waive the early termination fees and the device balances under the bereavement policy, keep a number on hold for the period the policy allows, or hold for a missing document.

4. 4

   Write back and confirm

   Each outcome is written to the BSS, the system of record, and billing (the closure or the transfer, the waivers, the final bill computed to the date of death or the closure as the policy sets, the refund of credits to the estate), the collection pause becomes a closure or a transfer, the family receives one confirmation listing every line's outcome, and the case is retained with the certificate and the authority.

Where it ends: The family reported once and provided the certificate once, the account was protected from the first contact, each line got the outcome the family chose within the policy, the numbers were kept where asked, and the BSS and billing hold the results with one confirmation sent. The Decision Trace shows the classification, the documents and the decisions; the Audit Trace shows the report, the protections, the documents and the writes with time.