Travel insurance claim intake

How do we take a travel insurance claim when a traveler reports a covered event, collect and check the receipts and medical notes, and send a complete claim to the insurer?

Make the claim complete before it leaves the agency. When a traveler reports an event (a cancellation for illness, a medical expense abroad, a delay, lost baggage, an interruption), Callvu prefills the policy and the booking (the policy number and the plan, the covered events and the exclusions, the trip dates and the components, the payments), classifies the event against the policy terms (the covered reason, the benefit, the sub-limit, the documents the insurer requires for that benefit), chases the documents from the traveler and the third parties through links (the medical note from the treating doctor, the receipts, the carrier's delay confirmation, the cancellation and refund records from the booking, the police report), reads and checks each against the benefit's requirements, routes an event the policy does not clearly cover or a document the insurer will not accept to the agent in the Decision Desk, and sends the complete claim to the insurer through its channel with the booking system holding the claim, the documents and the insurer's reference.

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

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Last updated November 7, 2026.

The problem today

The insurer asked for the doctor's note three times, because the agency sent the claim with the receipts and nothing else.

Today, without Callvu

A travel insurance claim fails at the agency's desk before it reaches the insurer: the traveler reports the event, the agent emails the insurer's form, the traveler sends what they have, and the insurer's requirements letter arrives weeks later asking for the medical certificate in the insurer's format, the carrier's delay confirmation and the cancellation record the agency itself holds. Each round trip is a month, and the traveler blames the agency.

The policy terms define the covered events and the documents each benefit needs; the insurer's claim channel defines the format; the booking system holds half the evidence (the trip dates, the components, the cancellations, the refunds received, which the insurer deducts). A claim classified against the policy, with the documents chased from the right people and checked against the benefit's requirements, arrives complete and is paid on the first assessment.

The agency that sends complete claims is the agency whose travelers renew.

How it runs

From the requestto the system of record.

A traveler reports a covered event, or a cancellation or a disruption case identifies a covered reason. Callvu prefills the policy and opens the claim.

Traveler: Reports the event, provides the documents only they hold, signs the claim form and the medical authorization on a secure screen.
Third parties: The treating doctor, the carrier and the police provide the notes, confirmations and reports through their links.
Agent: Decides coverage questions and document exceptions in the Decision Desk.
Insurer: Receives the complete claim and assesses it.
Callvu: Prefills, classifies, chases, reads and checks, routes, sends and writes back.

Prefill and classify
The policy (the plan, the covered events and the exclusions, the benefits and sub-limits, the pre-existing condition rules, the claim channel and deadlines) and the booking (the trip dates, the components and their values, the cancellations and the refunds received, the payments) are prefilled; the reported event is classified against the policy terms to the benefit it falls under (trip cancellation, interruption, medical, delay, baggage, missed connection) with the documents the insurer requires for that benefit and the claim notification deadline.
Chase and verify the documents
Each required document is requested from the party that holds it through a link (the traveler for the receipts, the claim form and the medical authorization; the treating doctor for the medical certificate in the insurer's form; the carrier for the delay or cancellation confirmation; the police for the report; the booking system for the cancellation and refund records attached automatically), chased on the claim's clock, read on arrival and checked against the benefit's requirements (the dates match the trip, the diagnosis date against the policy purchase date for the pre-existing condition rule, the amounts against the receipts, the refunds deducted).
Decide
A claim with the documents complete and the event inside the covered terms is sent by rule; an event the policy does not clearly cover (a pre-existing condition question, a reason outside the listed ones, a known event before purchase), a document the insurer will not accept, a traveler who cannot obtain a document, or a claim near the notification deadline goes to the agent in the Decision Desk with the terms and only the allowed outcomes (send with an explanation, request an alternative document, advise the traveler the event is not covered with the reasons, or escalate to the insurer's claims desk).
Send and write back
The complete claim with the form, the documents and the booking evidence is sent to the insurer through its channel (the portal, the API, or email) before the deadline, the insurer's claim reference is captured, the claim, the classification, the documents, the decision and the reference are written to the booking system, and the traveler is told the status and what the insurer will do next; the insurer's requests and decision are tracked through the status update process.

Where it ends: The claim left the agency complete, classified against the policy with every document the benefit requires checked, sent on the deadline, and the booking system holds the claim and the insurer's reference. The Decision Trace shows the classification, each document's check and any decision; the Audit Trace shows the report, each chase and the submission 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

Policy terms: The travel insurance policy sets the covered events and the exclusions (the listed cancellation reasons, the pre-existing condition look-back and the waiver conditions, the known event rule, the medical and evacuation benefits and sub-limits, the delay thresholds, the baggage limits per item), the documents each benefit requires (a physician's statement on the insurer's form, original receipts, the carrier's written confirmation, a police report within the period), the notification deadline (commonly within twenty days of the event) and the proof of loss period (commonly ninety days); the classification and the document list apply the terms.
State insurance claim handling rules and the unfair claims settlement practices acts: The insurer must acknowledge and decide the claim within the state's periods and may not request duplicate or unnecessary documents; a complete first submission from the agency shortens the insurer's decision and avoids the requirements rounds.
Privacy rules for medical information (HIPAA where the provider is a US covered entity, the GDPR for EU travelers) and the medical authorization: The medical certificate and notes are obtained from the treating provider under the traveler's signed authorization and handled as protected information in the process; the authorization is captured on the traveler's screen before the request goes to the doctor.

Company policies

The event is classified against the policy before any document is requested, so the request list is the benefit's.
Documents come from the party that holds them through links; the booking evidence attaches itself.
Coverage questions are decided by the agent with the terms in view; the traveler is told plainly what is not covered.
The booking system is the system of record for the claim, the documents and the insurer's reference.

Controls

Policy and booking prefill.
Event classification to the benefit with the document list.
Per-party document chases with authorization.
Reading and checks against the benefit's requirements.
Decision Desk for coverage questions and document exceptions.
Submission before the deadline with the reference and the booking system write.

Clocks and deadlines

Notification deadline: The policy's period from the event (commonly twenty days), on the claim from the report.
Proof of loss: The policy's period for the complete claim (commonly ninety days), with the chases scheduled inside it.
Insurer decision: The state's claim handling periods, tracked from the submission.

Documents and checks

The policy and booking prefill
The event classification and the document list
Each document as received and checked
Any decision
The submission, the insurer's reference and the booking system record

In the Decision Trace

The classification and the benefit.
Each document's check.
Any decision and the person.

In the Audit Trace

The report with time.
Each chase and arrival with time.
The submission and the writes.

The handoff

Between the front doorand the back office.

The front door

The traveler's report in any channel, or the cancellation and disruption cases; the traveler signs and uploads on a secure screen; the doctor, the carrier and the police through their links.

The back office

The agent decides only coverage questions and document exceptions; the claim assembles and submits by rule.

The Decision Desk

An unclear coverage question, an unacceptable document, an unobtainable document or a claim near the deadline goes to the agent in the Decision Desk with the terms and only send with an explanation, request an alternative, advise not covered with reasons, or escalate to the insurer.

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 documents does the claim need?

Whatever the policy requires for the benefit the event falls under: a physician's statement on the insurer's form, receipts, the carrier's confirmation, a police report, and the booking's cancellation and refund records, which attach automatically.

Who provides the medical note?

The treating doctor, through a link with the traveler's signed authorization, in the insurer's format, chased on the claim's clock.

What if the event may not be covered?

The agent decides with the policy terms in view and the traveler is told plainly, with the reasons, before the claim is sent or instead of sending it.

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