Emergency contact and duty-of-care details

How do we collect a traveler's emergency contact and duty-of-care details before travel, check them, and store them where the duty-of-care team can reach them in an incident?

Capture the details once before the first trip and confirm them before each one. Callvu prefills the emergency contact and the duty-of-care details from the traveler's profile and the HR record (the emergency contact's name, relationship and numbers, the traveler's mobile and messaging channels, the medical information the traveler chooses to share, the insurance and assistance provider numbers, the consent to be contacted and located during an incident), asks the traveler on a secure screen to confirm or update them before each trip with the trip's local contact added, checks the numbers (format, country code, a confirmation message to the traveler's own channel), records the consent and the retention under the duty of care policy and the data protection rules, and writes the details to the profile system, the system of record the duty-of-care team and the incident process read.

In scopeSimpleCallvu moves: prefill, write back

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Last updated November 7, 2026.

The problem today

During the incident the duty-of-care team had a two-year-old mobile number and an emergency contact who had moved abroad.

Today, without Callvu

Emergency contact details are collected at onboarding and never again. When an incident hits a destination, the team discovers numbers that no longer work, a contact who is no longer the right person, no local number for the hotel, and no record of whether the traveler agreed to be located. The minutes lost are the ones that matter.

The duty of care policy and the travel risk standard expect the organization to be able to reach travelers and their contacts during an incident, which means current details, a channel the traveler actually uses, the trip's local contact, and a consent to locate recorded in advance. The details are a short set of fields the traveler can confirm in a minute before each trip, with the numbers checked by a message.

A confirmation before each trip is what makes the details true when they are needed.

How it runs

From the requestto the system of record.

A traveler is onboarded, or a trip is booked and the details were not confirmed within the policy's period. Callvu opens the confirmation.

Traveler: Confirms or updates the details and the consent on a secure screen before the trip.
Duty-of-care team: Reads the details from the system of record during an incident.
Callvu: Prefills, asks, checks, records consent and writes.

Prefill
The emergency contact (name, relationship, phone numbers, email), the traveler's own mobile and messaging channels, the medical information the traveler previously chose to share, the insurance and assistance provider numbers from the program, and the existing consent are prefilled from the profile and the HR record; the trip's accommodation and local contact are prefilled from the booking.
Confirm before the trip
The traveler confirms or updates each item on a secure screen in a minute, adds the trip's local number where they have one, and records their consent to be contacted on their channels and located through the booking data and the tracking consent during an incident; the medical fields are optional and explained.
Check
The numbers are checked for format and country code, a confirmation message is sent to the traveler's own channel to prove it works, and a contact number that fails is returned to the traveler; a traveler who does not confirm within the policy's period before departure is reminded, and the duty-of-care team sees who is unconfirmed.
Write back
The details, the consent, the retention period and the confirmation date are written to the profile system, the system of record, and synchronized to the duty-of-care tool and the booking system so the incident process reads current data; a change later runs the same confirmation.

Where it ends: The traveler's contact and duty-of-care details were confirmed before the trip with the numbers proven and the consent recorded, and the system of record the incident process reads holds current data. The Decision Trace shows the checks and the consent; the Audit Trace shows the confirmation 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.

Regulations

Duty of care policy: The organization's duty of care policy requires current emergency contact and traveler reachability details for every traveler, confirmation before travel to high-risk destinations and on the policy's period otherwise, the traveler's consent to be contacted and located during an incident, and the storage of the details where the duty-of-care team and the assistance provider can reach them; the travel risk management standard ISO 31030 frames these as traveler preparation and communication controls.
GDPR and data protection law for contact, location and medical data: Emergency contact details are personal data of a third party processed on the employer's legitimate interest with transparency; the traveler's location during an incident and any medical information are processed on explicit consent or the vital interests basis, with purpose limitation and a retention period; the consent record and the retention period are part of the data.
Insurance and assistance program terms: The assistance provider's numbers and the policy references must be on the traveler's record and their phone for the cover to be used in an emergency.

Company policies

The details are confirmed before each trip, or on the policy's period, never only at onboarding.
Numbers are proven with a message to the traveler's own channel.
Consent to contact and to locate is recorded in advance with a retention period.
The profile system is the system of record; the duty-of-care tool reads from it.

Controls

Profile and booking prefill.
Secure confirmation with the local contact.
Number format and channel proof checks.
Consent and retention recording.
Reminders and the unconfirmed view.
Profile system write and synchronization.

Clocks and deadlines

Confirmation before departure: Within the policy's period before each trip, with reminders.
Retention: The policy's period after the last trip for the contact and medical data.

Documents and checks

The prefilled details
The confirmation and the consent
The channel proof
The profile system record

In the Decision Trace

The checks on the numbers.
The consent basis recorded.

In the Audit Trace

The confirmation with time.
The proof message.
The write and the synchronization.

The handoff

Between the front doorand the back office.

The front door

A link before the trip; the traveler confirms on a secure screen in a minute.

The back office

The duty-of-care team reads current details and sees who is unconfirmed; nobody keeps a spreadsheet.

The Decision Desk

A traveler still unconfirmed at the policy's cut-off before a trip to a flagged destination goes to the duty-of-care team in the Decision Desk with the trip and only the allowed outcomes (contact the traveler, hold the ticket through the high-risk process, or accept with a note).

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 collected?

The emergency contact's name, relationship and numbers, the traveler's own channels, the trip's local contact, optional medical information, the assistance provider's numbers, and the consent to be contacted and located during an incident.

How often is it confirmed?

Before each trip within the policy's period (and always before a trip to a flagged destination), in a minute on a secure screen, with the numbers proven by a message.

Where is it stored?

In the profile system as the system of record, synchronized to the duty-of-care tool and the booking so the incident process reads current data.

Related processes

Traveler location check during an incident High-risk destination approval Traveler profile setup and update Try it in the sandbox All travel and ecommerce processes

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