Third-party damage recovery
How do we capture damage to utility facilities by contractors or drivers once, with photos, location and cost estimates, and bill and chase the recovery?
Capture the incident in the field and run the recovery as a receivable with a clock. When a crew finds a pole hit, a dig-in on a buried line or a damaged transformer, Callvu opens the incident from the crew's report on site (the location, the photos, the facilities damaged, the responsible party's details and the police or one-call references), prefills the facility records and the one-call tickets for the location, classifies the incident (a vehicle strike, an excavation dig-in with or without a valid locate, a contractor on the utility's own job, unknown), chases the repair costs from the work orders and the responsible party's insurer or company for their response through links, computes the recovery under the tariff and the damage prevention law, bills it, chases payment on a schedule, routes a disputed liability or a write-off to the claims desk in the Decision Desk, and writes the receivable and the outcome to the billing system and the CIS.
In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, classify, write back
Last updated November 7, 2026.
The problem today
The excavator cut the gas main on a Tuesday; the claim was opened in March from a paper form that had the wrong address.
Damage to utility facilities by others is a large, recoverable cost: vehicles into poles, excavators into buried lines, contractors on their own jobs. The crew repairs it and files a paper incident form; the form reaches the claims group weeks later; the responsible party's details are incomplete; the repair cost is reconstructed from timesheets; the recovery is billed late and disputed. A large share is never recovered.
The damage prevention laws make an excavator who digs without a valid one-call locate, or who ignores the marks, liable for the damage, and the one-call system holds the ticket record; a driver's insurer is liable for a vehicle strike; the tariff and the utility's cost recovery rules set what may be billed (labor, materials, equipment, overheads). The evidence is best captured on site, and the one-call ticket is a record the process can read.
An incident captured in the field with the ticket record is a recovery that can be billed in days.
How it runs
From the requestto the system of record.
A crew reports damage to utility facilities on site, or an incident is reported by police, a one-call notice or a customer. Callvu opens the incident.
- Field crew
- Captures the incident on site with photos, location and the responsible party's details.
- Responsible party and their insurer
- Receive the demand and respond, pay or dispute through their link.
- Claims and recovery desk
- Decides disputed liability, settlements and write-offs in the Decision Desk.
- Callvu
- Captures, prefills, classifies, assembles costs, bills, chases, routes and writes.
Prefill and capture on site
The crew captures the incident on their device: the location and the facilities damaged (the pole, the conductor, the buried line, the transformer), the photos, the responsible party (the driver's license and insurer, the excavator's company and foreman), the police report number, witnesses; the facility records for the location and the one-call tickets (the locate request, the marks, the validity dates) are prefilled from the asset system and the one-call center.
Classify
The incident is classified: a vehicle strike (the driver's insurer), an excavation dig-in without a valid ticket or outside the marks (the excavator liable under the damage prevention law), a dig-in with a valid ticket and accurate marks (a locate or facility record question), a contractor on the utility's own job (the contract's terms), or unknown party; the classification sets the recovery basis and the law or contract cited.
Chase and verify the costs and the response
The repair costs are assembled from the work orders (labor, materials, equipment, overheads under the cost recovery rules) and checked; the demand with the evidence is sent to the responsible party or their insurer through a link, and their response (payment, a dispute, a request for the evidence) is chased on the schedule; a report to the state damage prevention authority is made where the law requires it.
Decide and write back
An undisputed recovery is billed and collected by rule; a disputed liability (a claim the marks were wrong, a contractor's contract defense), a settlement below the cost, or a write-off for an unknown or uninsured party goes to the claims desk in the Decision Desk with the evidence and only the allowed outcomes; the receivable, the payments and the outcome are written to the billing system and the CIS, the system of record, with the incident's safety record.
Where it ends: The incident was captured on site with its evidence and the one-call record, classified with the law or the contract that makes the party liable, billed from the real repair costs and chased to payment or a decision, with the billing system and the CIS holding the recovery. The Decision Trace shows the classification and any decision; the Audit Trace shows the capture, the demand, the responses and the payments 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.
The handoff
Between the front doorand the back office.
The front door
The crew's device on site; the responsible party and their insurer through a link.
The back office
The claims desk decides only disputes and write-offs; billing and reporting run from the record.
The Decision Desk
- A disputed liability, a settlement below cost or a write-off for an unknown or uninsured party goes to the claims desk in the Decision Desk with the evidence and only the allowed outcomes.
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
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What does the crew capture?
The location and the facilities damaged, the photos, the responsible party's details (the driver's license and insurer, or the excavator's company), the police report and witnesses, on their device on site.
How is an excavator held liable?
The one-call ticket record shows whether a valid locate existed and whether the marks were respected; digging without a ticket or outside the marks makes the excavator liable under the state's damage prevention law, which the classification cites.
What costs are billed?
The repair costs from the work orders under the tariff's cost recovery rules: labor, materials, equipment and overheads, assembled and checked before the demand.
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