Defense Firms · Insurance Defense

AI intake and reception built for insurance defense firms

Carriers assign suits with a clock already running. Reflekt Legal answers the adjuster, the insured, and opposing counsel around the clock, captures the complaint and deadline facts, and gets the file to the assigned attorney.

The Problem

The response date does not wait for a callback

Civil liability defense is deadline-driven from the moment of service. A firm that takes a day to acknowledge an assignment has already spent part of the time to respond, and the adjuster noticed.

Assignments come with the clock running

By the time a carrier assigns a suit, the insured has been served and the response deadline is fixed. A voicemail left on Friday afternoon is a Monday problem with fewer days to answer.

Insureds call frightened and unprepared

The insured business owner or driver has just been served, is calling the number on the letter, and needs to be told what happens next and what not to say. That call should not go to a general mailbox.

Opposing counsel and court calls interrupt trial prep

Plaintiff's counsel about a deposition date, the court clerk about a hearing, an expert about availability: each one lands on an attorney's line and breaks concentration for a message a receptionist could take.

Captured at Intake

What's captured on a new suit assignment

The AI receptionist follows your new-matter script for carrier assignments and records what the assigned attorney needs to calendar the response and open the file.

Carrier, adjuster, and insured

Carrier or TPA, adjuster name and direct contact, claim number, the named insured, and the policy line under which the file is assigned.

The suit itself

Case caption, court and case number, the type of claim (premises, auto, general liability, professional), and the date and manner of service.

Deadlines already set

Response date, any scheduled hearing, and whether a demand or time-limited settlement offer is outstanding.

Coverage and conflict flags

Whether a reservation of rights is in place, co-defendants and their counsel if known, and every party named for the conflict check.

How It Works

How an insurance defense firm's calls are handled

Adjusters, insureds, opposing counsel, courts, and experts each get the treatment your firm defines. The receptionist identifies the caller and follows the path.

Step 1

Answer at every hour, on every line

Service happens during business hours; the insured's panic does not. Every caller reaches a professional answer instead of voicemail.

See After-Hours Answering

Step 2

Screen conflicts on every new assignment

Named parties, co-defendants, and opposing counsel are checked against your conflict rules before the file is accepted, so an issue surfaces before an attorney has spent time on it.

See Conflict & Jurisdiction Screening

Step 3

Route to the handling attorney

Calls on an open file go to the attorney or paralegal handling it, with a live transfer when they are available and a structured message when they are in a deposition or at trial.

See Call Routing & Live Transfer

Step 4

Write the summary into the matter

Every call ends as a structured summary in your case management system, so the file shows what the adjuster, insured, or opposing counsel said.

See Call Summaries & CRM Sync

More Defense Practices

The same call discipline across every defense practice

Every defense practice shares the same needs: acknowledge the assignment, screen the conflict, reach the handling attorney, and record the call in the file.

Workers' Comp Defense

Take new file assignments from carriers, TPAs, and self-insured employers with the claim facts in order, keep lien and applicant-attorney calls off your attorneys' lines, and route every call to the handling attorney.

See Workers' Comp Defense

Employment Defense

Answer employers, HR directors, EPLI carriers, and agency investigators, capture the charge or complaint and its response deadline, and route to the attorney who handles that client.

See Employment Defense

Subrogation

Take recovery referrals from carriers with the loss, tortfeasor, and paid-amount facts in order, answer the adverse carrier and the unrepresented tortfeasor, and put every call into the right file.

See Subrogation

Criminal Defense

Answers arrestees and their families at any hour, captures charge, custody, and court-date facts, screens conflicts, and routes urgent matters to the attorney on call.

See Criminal Defense

Insurance Defense reception and intake questions, answered

What does an AI receptionist do for a firm that gets its work from carriers?

It protects the client relationship. Carriers and TPAs measure panel counsel on responsiveness, and every unanswered call from an adjuster or an insured is a mark against the firm. The receptionist answers each one, captures what was said, and routes it, so acknowledgment does not depend on who is at a desk.

Can it take a new suit assignment?

Yes. It follows your new-matter script, captures the carrier, adjuster, claim number, insured, case caption, court, service date, and response deadline, runs the named parties through your conflict rules, and delivers the assignment as structured data to the intake desk or assigned attorney.

How does it handle a newly served insured?

The way your firm instructs it. Typically it confirms the insured's identity and claim number, takes down when and how they were served, tells them the firm will be in touch, and gets the call to the assigned attorney or a live person immediately if the firm wants that.

Which case management systems does it write into?

Reflekt Legal syncs with Clio, Filevine, Litify, MyCase, Lawcus, Lead Docket, and the other systems listed on the integrations page. New-matter data and call summaries land in the matter as structured fields rather than a voicemail or an email to re-key.

Looking at the bigger picture? See every practice area Reflekt Legal supports.

Every assignment acknowledged. Every insured answered.

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