Annual program recertification
How do we recertify discount and protection program customers each year by reminding them before expiry, taking updated proof on their phone, and renewing or removing the status on the record?
Run recertification as a chase that starts before expiry and ends in a decision on the record. Callvu reads every program and protection with an expiry (the low-income rate, the arrearage plan's eligibility, a medical certificate, a life support registration, a time-limited protected status, a seasonal or assistance program), schedules each customer's recertification from its date, reminds the customer through their channels with a link that prefills what the program already knows and asks only for what changed (the household, the income, the categorical program, the certification), reads and checks the updated proof on arrival, renews by rule where the checks pass, routes a change in circumstances, a failed document or a non-response near expiry to the program desk in the Decision Desk, writes the renewal or the removal with its effective date and the notice the rules require to the billing system and the collections schedule, and records the outcome for the program's reporting.
In scopeSimpleCallvu moves: chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
Four hundred customers lost the discount in the same month because the recertification letters had gone out in a batch with a form nobody returned.
Programs with annual recertification lose eligible customers at every cycle: a letter with a paper form, a deadline, a removal by batch. The customer who still qualifies sees a higher bill, calls, and is re-enrolled from scratch after a month at full rates; the commission counts the churn against the program's targets; the utility's cost is the call and the re-enrollment.
Each program sets its recertification: the interval, the proof required, the categorical eligibility that can be verified from data instead, the notice before removal, and the removal's effective date. The utility already knows most of what the form asks. A recertification that asks only for what changed, reminds in the customer's channels, checks the proof on arrival and decides by rule where it can, keeps the eligible customers on the program.
Recertification should be a confirmation for most customers, not a new application.
How it runs
From the requestto the system of record.
A customer's program or protection approaches its recertification date (read from every program record with an expiry). Callvu opens the recertification and starts the reminders.
- Customer
- Confirms or updates the information and uploads the updated proof on their phone.
- Program desk
- Decides changed circumstances, failed documents and non-responses in the Decision Desk.
- Physician or agency
- Supplies a renewed certification or an eligibility confirmation through a link where the program needs one.
- Callvu
- Schedules, reminds, prefills, chases, checks, renews by rule, routes, writes and reports.
Schedule and remind
Every program and protection with an expiry is read with its recertification rule (the interval, the proof, the categorical verification allowed, the notice before removal); the recertification opens before the expiry on the program's schedule, and the customer is reminded through their channels (text, email, the app, a letter where consented or required) with a link; a program whose eligibility can be verified from data (a categorical enrollment confirmed through the program's data or an agency) is confirmed without asking the customer, and the customer is told.
Prefill, chase and verify
The link prefills what the program already knows (the household, the income basis, the categorical program, the certification on file) and asks only what changed and for the updated proof the program requires (the current income evidence, the renewed award letter, the physician's renewed certification through the certificate process, the service confirmation); the customer and any third party are chased on the schedule with the expiry visible.
Verify and decide
Each updated document is read on arrival and checked against the program's rule (the income against the current threshold for the household, the award letter's dates, the certification's elements); a recertification that passes renews by rule with the new expiry; a change in circumstances that affects eligibility, a document that fails, an income over the threshold, or a non-response as the expiry approaches goes to the program desk in the Decision Desk with the record and only the allowed outcomes (renew, renew with a condition or for a shorter period, extend the deadline with a final notice, or remove with the notice the rules require and the re-application path).
Write back and report
The renewal with its new expiry, or the removal with its effective date and the notice sent, is written to the billing system, the CIS and the collections schedule (so a removed protection's notice sequence starts only under the rules), the customer receives the written result, the next recertification is scheduled, and the outcomes are recorded for the program's reporting by cycle.
Where it ends: Every expiring program was recertified from a reminder before the date, with the customer confirming only what changed and the proof checked on arrival, renewed by rule or decided with reasons, and the billing system holds the new expiry or the removal with its notice. The Decision Trace shows the program rule, the checks and any decision; the Audit Trace shows the reminders, the uploads, the renewal or removal and the notice 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 reminder in the customer's channels with a prefilled link; physicians and agencies through theirs.
The back office
The program desk decides only changes, failures and non-responses; billing and collections run from the record.
The Decision Desk
- A change in circumstances, a failed document, an income over the threshold or a non-response near expiry goes to the program desk in the Decision Desk with the record and only renew, renew with a condition or shorter period, extend with a final notice, or remove with the notice and the re-application 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
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.
When does recertification start?
Before the expiry on the program's schedule, with reminders in the customer's channels and a link that prefills what the program already knows.
What does the customer have to provide?
Only what changed and the updated proof the program requires; where categorical eligibility can be verified from the program's data, the customer is confirmed without being asked.
What happens if the customer does not respond?
The program desk decides as the expiry approaches: extend with a final notice, or remove with the notice the rules require and the re-application path, written to billing with the effective date.
Related 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.