Senior, disability and military protection status

How do we verify a customer's claim to senior, disability or military protected status with proof, and apply the protection to the shutoff and notice rules?

Verify the status once and let the rules read it. When a customer claims a protected status (a senior over the rules' age, a person with a disability, an active duty servicemember or a deployed household member, in some states a household with an infant or a person blind), Callvu identifies the customer and prefills the account and the household, classifies the status claimed against the state's protected classes and the proof each accepts (a government identity document for age, a benefit award letter or a physician's statement for disability, military orders or a status check for service), requests the proof through a link, reads and checks it (the identity matches the account holder or a resident, the document's date and validity, the status within the class's definition), writes the protection to the billing system and the collections schedule so the shutoff and notice rules apply the protected class's longer notice, personal contact, arrangement terms and seasonal protection, chases the reconfirmation where the status is time-limited, routes an unclear claim or a document that fails to the credit desk in the Decision Desk, and records the status for the commission's reporting.

In scopeSimpleCallvu moves: chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer told the agent she was eighty-one in March; the note was in the account; the November notice went out on the standard clock.

Today, without Callvu

The protected classes exist because the rules treat a disconnection of an elderly, disabled or military household as a different kind of harm, with longer notices, a required personal contact, longer arrangements and stronger seasonal protection. The status fails when it is a note: unverified, invisible to the notice sequence and the shutoff check, lost at a move or a name change, never reconfirmed where it is time-limited.

The commission's rules define each class, the proof the utility may require and must accept, the protections each carries, and the reconfirmation; the federal servicemember law adds its own protections for active duty households. The claim is a classification, the proof is a document with a check, the protection is a state the collections schedule and the notice process must read. Verified once, recorded in the right place, it applies itself.

A protected status the rules can read is the only kind that protects.

How it runs

From the requestto the system of record.

A customer claims a protected status in any channel (a call, the app, a link on a notice, a hardship application, a registration form), or the utility's outreach offers it. Callvu identifies the customer and opens the claim.

Customer or household member: Claims the status and uploads the proof through a link.
Credit and collections desk: Decides unclear claims and failed documents in the Decision Desk.
Callvu: Classifies, requests and checks the proof, writes the protection, chases reconfirmation, routes and records.

Classify the claim
The account and the household are prefilled; the status claimed is classified against the state's protected classes (the senior age threshold, disability as the rules define it, active duty military service or a deployed household member under the state and the federal rules, and any other class the state protects such as a household with an infant), the proof each class accepts, the protections the class carries and whether the status is time-limited (service, a temporary disability) or permanent (age).
Chase and verify the proof
The proof is requested through a link with the accepted documents listed (a government identity document showing the date of birth, a benefit award letter or a licensed provider's statement for disability, military orders or an official status confirmation for service); the document is read on arrival and checked: the identity matches the account holder or a resident at the premise, the document is current and valid, the status falls within the class's definition; a document that fails is returned with the specific gap.
Decide and protect
A verified claim writes the protection by rule to the billing system and the collections schedule with the class, the proof reference, the effective date and the reconfirmation date where the status is time-limited, so the disconnection notice process applies the longer notice and the personal contact, the shutoff eligibility check applies the class's restrictions and the seasonal protection, and the arrangement process applies the protected terms; an unclear claim, a document that fails after a chase, a status outside the classes, or a claim for a person not at the premise goes to the credit and collections desk in the Decision Desk with the record and only the allowed outcomes (apply, apply provisionally for the rules' period, request a specific document, or decline with the reason and the rights).
Reconfirm and write back
The status is recorded for the commission's reporting; a time-limited status is reconfirmed on its date through a chase to the customer; a move carries the status to the new premise through the move process; and a status that ends (a servicemember's return, a reconfirmation not provided) is removed with the notice the rules require, with the sequence under the standard rules only after it.

Where it ends: The status was classified against the state's classes, verified on a document checked on arrival, and written where the notice, the shutoff and the arrangement rules read it, with reconfirmation chased where it is time-limited. The Decision Trace shows the classification, the proof check and any decision; the Audit Trace shows the claim, the document, the write and the reconfirmations 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

State commission disconnection notice rules: The commission's rules define the protected classes (commonly customers at or above the senior age the state sets, customers with a disability as the rules define it, households with an active duty servicemember, and in some states households with an infant or a person blind), the proof the utility may require (a government identity document, a benefit letter or a provider's statement, military orders), and the protections: a longer disconnection notice, a required personal or telephone contact before disconnection, a longer and more lenient arrangement, the seasonal moratorium's coverage, and in some states a prohibition on disconnection without the commission's or a social services agency's involvement; the utility must offer the status, keep the list and report it.
Servicemembers Civil Relief Act and the state military protections: The federal law protects active duty servicemembers in certain contractual and collection matters, and many states' utility rules add a specific protection for households with a deployed servicemember (a disconnection prohibition or a longer notice and an arrangement on the service member's request with orders); the classification applies the state's rule and the federal protection where they overlap.
Winter and extreme weather moratorium rules: The seasonal moratorium covers the protected classes (and in some states only them), so a verified status is what brings the household under the moratorium's prohibition; the shutoff eligibility check reads the status with the calendar.

Company policies

A status claim is verified on a document the rules accept, checked on arrival; a note is never a status.
The protection is written to the billing system and the collections schedule where the notice, the shutoff and the arrangement rules read it.
A time-limited status is reconfirmed on its date; a move carries the status; an ending status is removed with the rules' notice.
The billing system and the CIS are the systems of record for the status and its proof.

Controls

Claim classification against the state's classes.
Proof request by link with reading and checks.
Rule-based protection write with the class and the dates.
Decision Desk for unclear claims and failed documents.
Reconfirmation chases for time-limited statuses.
Move handling and commission reporting.

Clocks and deadlines

Proof chase: From the claim, with a provisional protection where the rules allow during the chase.
Reconfirmation: On the date for a time-limited status, chased before it.
Protected notice: The longer notice period and the personal contact the class carries, applied by the notice process.

Documents and checks

The claim and its classification
The proof as received and checked
The protection record with the class and the dates
Any decision
The reconfirmations and the commission report

In the Decision Trace

The class and the proof rule applied.
The document's checks.
Any decision and the person.

In the Audit Trace

The claim with time.
The document with time.
The write, each reconfirmation and any removal.

The handoff

Between the front doorand the back office.

The front door

Any channel; the customer uploads the proof through a link.

The back office

The credit desk decides only unclear claims; the notice, shutoff and arrangement processes read the status.

The Decision Desk

An unclear claim, a failed document after a chase, a status outside the classes or a person not at the premise goes to the credit and collections desk in the Decision Desk with the record and only apply, apply provisionally, request a document, or decline with the reason and the rights.

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.

Which statuses are protected?

The classes the state's rules define: seniors above the age threshold, customers with a disability as defined, households with an active duty servicemember, and in some states households with an infant or a person blind; the classification applies the state's list.

What proof is needed?

What the rules accept for the class: a government identity document for age, a benefit award letter or a licensed provider's statement for disability, military orders or an official confirmation for service, uploaded through a link and checked on arrival.

What does the protection change?

The notice process applies the longer notice and the personal contact, the shutoff check applies the class's restrictions and the seasonal moratorium, and the arrangement process applies the protected terms; all read the status from the record.

Related processes

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