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.
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.
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.
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 01
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.
Step 02
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.
Step 03
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.
Step 04
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.
FAQ
Insurance Defense reception and intake questions, answered
What does an AI receptionist do for a firm that gets its work from carriers?
Can it take a new suit assignment?
How does it handle a newly served insured?
Which case management systems does it write into?
Looking at the bigger picture?
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
Takes new assignments from carriers and employers and routes every call to the handling attorney.
Employment Defense
Captures the charge or complaint and its response deadline, and routes to the handling attorney.
Subrogation
Takes recovery referrals with loss, tortfeasor, and paid-amount facts, and routes to the team.
Criminal Defense
Structured 30 to 50 question interviews capture critical details, and qualified matters are escalated immediately.
Every assignment acknowledged. Every insured answered.
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