Power of attorney and guardian access

Representative (the attorney-in-fact, guardian or conservator)

Provides the document and their identity through a link, and receives the access with its scope.

Account holder (the principal)

Is notified where the rules and the circumstances allow, and may revoke.

Account desk and legal

Decide unclear or limited documents in the Decision Desk.

Callvu

Chases the documents, reads them, classifies the scope, routes, writes to the BSS, notifies and ends the access on expiry.

1. 1

   Chase and verify the document and the identity

   The representative uploads the power of attorney (or the guardianship or conservatorship order and the letters) and their own government identity document through a link; the identity is checked with a liveness match; the document is read for the principal's name against the account holder, the agent's name against the representative, the powers granted (general, or specific powers that include contracts, utilities and telecommunications, or billing), the effective date and any expiry or springing condition with its evidence (a physician's statement of incapacity where the document requires it), the signatures, the notarization or witnesses the state requires, and the court's seal and the appointment's scope for an order.

2. 2

   Classify the access level

   The access the document supports is classified: full account management (short of what the policy reserves to the holder, such as the CPNI marketing choice), billing and payments only, management of specific lines, or a single transaction (a cancellation, a transfer); a document that is durable survives the principal's incapacity, one that is not ends on it; the state's acceptance rules and the carrier's policy are applied.

3. 3

   Decide

   A clear document whose powers cover the requested acts proceeds by rule at the classified level; an unclear or limited document (powers that do not plainly include the act, a missing formality, a springing condition without evidence, an out-of-state form, a conflict with another representative or with the holder's own instructions, a suspected elder abuse pattern) goes to the account desk or legal in the Decision Desk with the document and only the allowed outcomes (accept at the classified level, accept for a limited scope, request a specific item, or refuse with the written reasons and what would be accepted).

4. 4

   Write back, notify and end

   The representative with the access level, the scope, the document and its expiry is written to the account in the BSS, the system of record, and published to every channel; the representative sets their own credentials through the credential process; the account holder is notified at the address of record where the rules and the circumstances allow (not where the holder lacks capacity and the notice would reach no one, as the policy provides); the access ends automatically on the document's expiry, on a revocation presented by the holder, or on the holder's death (which moves to the deceased process), and the record is retained.

Where it ends: The representative's document was read once for the principal, the powers, the dates and the formalities, the access was scoped to what it grants, recorded in the BSS so every channel reads the same thing, and it ends when the document does. The Decision Trace shows the document reading, the classification and any decision; the Audit Trace shows the request, the document, the write and the end of access with time.