Protection plan claim

How do we take a protection plan claim, check it against the plan terms, decide it and pass it to the plan administrator with the evidence?

Make the plan terms the first check and the administrator's handoff the last step. Callvu identifies the customer and prefills the claim from the order and the plan (the product, the plan type and term, the coverage start, the deductible, the claim limits and prior claims), takes the incident description with the questions the plan's coverage needs (accidental damage, mechanical failure, power surge, theft where covered), chases the photos, the proof of purchase and any report the plan requires, checks the claim against the plan terms (the incident date inside the term and after the waiting period, the cause covered, the limit not exhausted, the deductible due), routes a cause question, a limit or a suspected pattern to the plan desk in the Decision Desk, collects the deductible on a secure screen where due, and passes the decided claim with the evidence to the plan administrator's system while writing the claim to the order management system.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, decide, write back

Talk to an expert Try it in the sandbox

Last updated November 7, 2026.

The problem today

The customer bought the plan at checkout, dropped the phone, and spent an hour finding out whether the retailer or the administrator handled the claim.

Today, without Callvu

Protection plans are sold at checkout and serviced by a third-party administrator, and the customer does not know the difference. They contact the retailer; the retailer sends them to the administrator; the administrator asks for the order details the retailer holds. The plan's terms (the waiting period, the deductible, the claim limit, the covered causes) are in a document nobody opens until the dispute.

The plan is a contract with checkable terms, the evidence is a photo and a date, and the administrator needs a decided claim with the evidence, not a referral. The retailer holds the order and the plan record; the customer holds the incident; the administrator holds the fulfilment. One process can run across all three with the terms applied by rule.

The plan the customer paid for should feel like one promise, not two companies.

How it runs

From the requestto the system of record.

A customer with a protection plan reports damage or a failure on the website, in the app, by chat or by phone. Callvu identifies them and opens the claim against the plan.

Customer: Describes the incident, uploads the evidence and pays the deductible on a secure screen.
Plan desk: Decides cause questions, limits and patterns in the Decision Desk.
Plan administrator: Receives the decided claim with the evidence and fulfils the remedy.
Callvu: Prefills, chases, checks against the terms, routes, collects the deductible, passes the claim and writes.

Prefill the plan
The order, the product, the plan type (accidental damage, extended service, theft and loss where sold), the term and its start, the waiting period, the deductible schedule, the claim limits and the prior claims are prefilled from the order and plan records.
Chase and verify the incident
The incident is described with the questions the coverage needs (what happened, when, the symptoms, whether the device powers on, a police report number for theft); the photos of the damage and the serial label, the proof of purchase where the plan requires it and any report are requested through a link, read on arrival and checked against the plan (the incident date inside the term and after the waiting period, the cause against the covered perils and the exclusions, the serial against the plan's registered product, the claim count and value against the limits).
Decide and collect
A claim inside the terms is approved by rule with the remedy the plan specifies (repair, replacement, reimbursement) and the deductible is collected on a secure screen that keeps the card out of the agent's hands; a cause question (wear versus accidental damage), a claim near a limit, a second claim in a short window or a suspected pattern goes to the plan desk in the Decision Desk with the evidence and only the allowed outcomes (approve, request more evidence, refer to the administrator's investigation, or decline with the reason and the plan's appeal path).
Pass and write back
The decided claim with the evidence, the deductible receipt and the remedy is passed to the plan administrator's system through its interface, the administrator's claim number and status are read back and shown to the customer, the repair or replacement runs through the repair booking process where the retailer fulfils it, and the claim is written to the order management system, the system of record, against the order and the plan.

Where it ends: The claim was checked against the plan's own terms on the order's data, decided by rule or by the plan desk, the deductible collected securely, and the administrator received a decided claim with the evidence rather than a referral. The Decision Trace shows the term checks and the decision; the Audit Trace shows the evidence, the payment and the handoff 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

Plan terms: The service contract or protection plan terms set the covered causes and exclusions, the term and its start, the waiting period for accidental damage, the deductible by claim type, the claim count and value limits, the remedy sequence (repair, replacement, reimbursement), the evidence required and the claim window after an incident; the decision applies them as written.
State service contract laws (the NAIC Service Contracts Model Act as adopted; state service contract provider registration and reimbursement insurance requirements): A service contract must be sold by a registered provider, backed by a reimbursement insurance policy or a funded reserve, state the cancellation and refund rights, and be delivered in writing within the period; a claim must be paid within the period the state sets, and the provider's records must show the claims and their handling.
Magnuson-Moss Warranty Act (15 USC 2301 to 2312) and the FTC rules on service contracts: A service contract sold with a consumer product is distinct from the written warranty, and selling one does not allow the seller to disclaim implied warranties; the claim process keeps the warranty claim path separate where the fault is a defect rather than a plan event.

Company policies

The plan's terms are checked on the order's data before any evidence is requested beyond what the terms need.
The deductible is collected on a secure screen, never read to an agent.
A cause question or a pattern is a desk decision with the evidence; the same facts give the same outcome.
The order management system holds the claim against the order and the plan, with the administrator's reference.

Controls

Order and plan prefill.
Incident questions by coverage with evidence reading.
Term, cause, limit and serial checks.
Decision Desk for cause questions, limits and patterns.
Secure deductible capture.
Administrator handoff and order management write.

Clocks and deadlines

Claim window: The plan's period from the incident to report, checked on the claim date.
Waiting period: The plan's period from the coverage start before accidental damage is covered.
Claim payment: The state service contract law's period from the approved claim.

Documents and checks

The prefilled plan and the terms applied
The incident evidence as received and checked
The decision and the deductible receipt
The administrator handoff and reference
The order management record

In the Decision Trace

Each term check.
The decision and the person where the desk decided.

In the Audit Trace

The report and each upload with time.
The payment.
The handoff and the administrator's status.

The handoff

Between the front doorand the back office.

The front door

The website, the app, chat or phone; the customer uploads and pays on a secure screen.

The back office

The plan desk decides only exceptions; the administrator receives decided claims; the agent never handles the card.

The Decision Desk

A cause question, a claim near a limit, a second claim in a short window or a suspected pattern goes to the plan desk in the Decision Desk with the evidence and only approve, request evidence, refer for investigation, or decline with the reason and the appeal 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

Questions

What buyers ask next,answered plainly.

What is checked before the claim is decided?

The plan's terms on the order's data: the incident date against the term and the waiting period, the cause against the covered perils and exclusions, the serial against the registered product, and the claim count and value against the limits.

How is the deductible paid?

On a secure screen the customer completes themselves, so the card never reaches the agent, with the receipt attached to the claim.

What does the administrator receive?

A decided claim with the evidence, the deductible receipt and the remedy, through its interface, with its claim number read back to the customer.

Related processes

Warranty claim Repair booking and depot return Damaged or wrong item claim Try it in the sandbox All travel and ecommerce processes

Bring this process, or the one that costs you most.

We build it against your policies and your systems, train your team and stay with you through launch. You are live in weeks.