Device protection claim

How do we take a lost, stolen or damaged device protection claim, collect the proof, and route the replacement through the insurer with the line kept working?

Run the claim from the line with the insurer inside it. Callvu authenticates the customer, prefills the line and the device (the enrollment in the protection program, the device's identifier and model, the claims in the period, the deductible for the claim type), takes the claim on a secure screen (the event, the date, the circumstances, the police report number for a theft), chases the proof the program requires (photos of the damage, the police report, the affidavit signed, the identity document), applies the immediate protections (the device blocked by its identifier for a loss or theft, the line suspended or moved to a loaner), submits the claim to the insurer through its channel with the proof and tracks the insurer's decision, collects the deductible on a secure screen, routes a claim the rules flag (a claims limit reached, a fraud indicator, a dispute of the decision) to the claims desk in the Decision Desk, and writes the claim, the replacement device and the line changes to the BSS, the system of record. Live at AT&T.

Live at AT&TComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer filed with the insurer, called the carrier to block the phone, and was told by each that the other had to do it first.

Today, without Callvu

Device protection is sold by the carrier and underwritten by an insurer, and the customer meets the seam at the worst moment: the phone is gone, the insurer's site wants the carrier's account details, the carrier's agent cannot see the claim, the line stays active on a stolen device, and the replacement ships to the old address. The deductible is a surprise and the affidavit a fax.

Device protection is insurance regulated under the state's rules (the licensed insurer, the program's terms, the claims handling and the deductibles disclosed), administered by the insurer with proof requirements by claim type (the affidavit, the police report for a theft, the photos for damage) and claim limits per period. The carrier owns the line: the block, the suspension, the loaner, the replacement's activation. The claim is one case that both must see.

A claim taken from the line with the proof collected once and the insurer inside the flow is a replacement in the customer's hand in days.

How it runs

From the requestto the system of record.

A customer reports a lost, stolen or damaged device on an enrolled line in the app, the web, the store or on a call. Callvu authenticates them and opens the claim on the line.

Customer: Reports the event, provides the proof and signs the affidavit on a secure screen, pays the deductible, and receives and activates the replacement.
Insurer or program administrator: Decides the claim and ships the replacement through its channel.
Claims desk: Decides flagged claims and disputes in the Decision Desk.
Callvu: Prefills, takes the claim, chases the proof, applies the protections, submits and tracks, collects the deductible, routes and writes.

Prefill and take the claim
The line's enrollment in the protection program, the covered device and its identifier, the claims made in the period against the limit, the deductible for each claim type and the shipping address are prefilled from the BSS and the program record; the claim is taken on a secure screen: the event type (loss, theft, damage, malfunction after the warranty), the date, the circumstances, the police report number for a theft, and the device's current state.
Chase and verify the proof and protect the line
The proof the program requires for the claim type is requested and read on arrival: the photos of the damage, the police report, the sworn affidavit signed on the secure screen, the identity document where the fraud rules require; for a loss or theft the device is blocked by its identifier on the industry blocklist and the line is suspended or moved to a loaner or a spare device at the customer's choice; a missing proof is chased with the specific item named.
Submit, track and decide
The claim with the proof is submitted to the insurer through its channel and the decision is tracked with the customer told the status; the deductible is collected on a secure screen on approval; a claim the rules flag (the claims limit reached, a fraud indicator such as a pattern of claims or a device activated after the reported loss, a dispute of the insurer's decision, a replacement model question) goes to the claims desk in the Decision Desk with the claim and only the allowed outcomes: proceed, request more proof, refer to the insurer's appeal, or close with the reason.
Replace and write back
The replacement device ships to the verified address (or is handed over in the store), the customer activates it with the SIM or the eSIM through the activation process, the old device stays blocked, and the claim, the deductible, the replacement device's identifier and the line changes are written to the BSS, the system of record, with the program record updated for the claims count and the confirmation to the customer.

Where it ends: The claim was taken from the line with the proof collected once, the device was blocked and the line kept working, the insurer decided with the proof in hand, and the BSS holds the replacement on the line with the claim record. The Decision Trace shows the enrollment check, the proof and any decision; the Audit Trace shows the claim, the block, the submission, the deductible and the activation 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

State insurance rules: Device protection programs are insurance (or service contracts, by state) sold under the state's insurance code: the program must be underwritten by a licensed insurer with the carrier or its staff licensed or exempt as the state provides, the terms (the coverage, the exclusions, the deductibles, the claims limits, the replacement standards) disclosed at enrollment and available on request, and claims handled under the state's unfair claims settlement practices rules with acknowledgment and decision periods and a reason for a denial.
Device blocklist and stolen phone commitments (the GSMA IMEI database and the CTIA stolen phone initiative): A device reported lost or stolen is blocked by its identifier on the shared blocklist so it cannot be activated on participating networks; the block and the unblock (where the device is found) are recorded with the claim.
FCC CPNI rules (47 CFR 64.2010) and the carrier's fraud program: The claim is taken only after authentication, the affidavit and the identity document are captured on a secure screen, and the fraud indicators the program defines (claims velocity, a device used after the reported loss) are checked before submission.

Company policies

The claim starts from the line with the enrollment and the deductible shown; the customer is never sent between the carrier and the insurer.
A lost or stolen device is blocked and the line protected at once, before the insurer decides.
The proof is collected once on a secure screen and goes with the claim; the claims desk decides only flags and disputes.
The BSS is the system of record for the line and the replacement; the program record holds the claims count.

Controls

Authentication and enrollment prefill with limits and deductibles.
Claim capture by event type.
Proof chases with reading and affidavit signature.
Immediate device block and line protection.
Insurer submission, tracking and secure deductible collection.
Decision Desk for flags and disputes, replacement activation and BSS write.

Clocks and deadlines

Device block: At the report of a loss or theft, before anything else.
Insurer decision: The state's claims handling periods and the program's service level, tracked with the customer told.
Replacement shipment: The program's shipping service level from approval and deductible payment.

Documents and checks

The claim and the enrollment check
The proof as received and the signed affidavit
The block and the line protection record
The insurer's decision and the deductible receipt
The replacement and the BSS record

In the Decision Trace

The enrollment and the limits.
The proof and the fraud checks.
Any decision and the person.

In the Audit Trace

The report with time.
The block, the submission and the decision with time.
The deductible, the shipment and the activation.

The handoff

Between the front doorand the back office.

The front door

The app, the web, the store or a call; the customer reports, proves and pays on their secure screen.

The back office

The claims desk decides only flags and disputes; the insurer decides the claim with the proof; the BSS is written by the process.

The Decision Desk

A claims limit reached, a fraud indicator, a dispute of the insurer's decision or a replacement model question goes to the claims desk in the Decision Desk with the claim and only proceed, request more proof, refer to the appeal, or close with the reason.

Proof

Live at AT&T.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.

AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.

TEL-02 · Self-asserted · verified 2026-11-05

At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.

ATT-03 · Customer-attested · verified 2026-11-02

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 happens first on a stolen phone?

The device is blocked by its identifier on the industry blocklist and the line is suspended or moved to a loaner at the customer's choice, before the claim goes to the insurer.

What proof is needed?

What the program requires for the claim type: photos for damage, the police report number for a theft, the sworn affidavit signed on the secure screen, and the identity document where the fraud rules require.

Who decides the claim?

The insurer, through its channel, with the proof submitted once; the carrier's claims desk decides only flagged claims and disputes.

Related processes

Lost or stolen device report Warranty exchange and repair eSIM activation on a new device Device upgrade and trade-in Try it in the sandbox All telecom processes

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