Defense firms · Workers' Comp Defense
AI intake and reception for workers' compensation defense firms
Reflekt Legal answers every call, captures the claim facts your attorneys need, and routes each one to the right desk.
The problem
The phone is where adjusters judge your responsiveness
A defense firm does not win files with advertising. It keeps them by answering, acknowledging, and moving. Every call that hits voicemail is a client-service problem, and most of the calls that ring are not the client.
New assignments arrive on the adjuster's schedule
Carriers, TPAs, and self-insured employers send files when a claim turns, often late in the day or from a mobile phone. Litigation guidelines typically expect a prompt acknowledgment, and a missed call delays it.
Lien and applicant-attorney calls swallow staff time
Lien claimants chasing payment status and applicant attorneys chasing responses call the same line as your clients. Each one interrupts a paralegal or an attorney for a message someone else could have taken.
Employers report injuries after hours
Insured employers call about a workplace injury when it happens: a night shift, a weekend, a holiday. The facts they have in that first hour are the ones your defense will lean on later.
Captured at intake
What's captured on a new file assignment
The AI receptionist follows your firm's new-matter script for defense referrals and records the facts a handling attorney needs before opening the file.
Claim and referral details
Claim number, carrier or TPA, adjuster name and direct contact, insured employer, and whether the file is a new assignment or an existing matter.
Applicant and injury facts
Applicant name, date of injury, body parts claimed, whether the injury is specific or cumulative, and the applicant's employment status.
Deadlines and venue
Board venue, any hearing, deposition, or response date already set, and whether a denial or delay decision is pending.
Parties for the conflict check
Every party named on the call, including the applicant, the employer, co-defendants, and applicant's counsel, so a conflict check can run before the file is accepted.
How it works
How a defense firm's calls are handled
Different callers need different handling. The AI receptionist recognizes who is calling and why, then follows the path your firm sets for each.
Step 01
Answer every line, at every hour
Adjusters, employers, applicants' counsel, lien claimants, and the Board all reach a professional answer instead of voicemail, including nights and weekends.
Step 02
Screen conflicts before the file opens
Every party captured on a new assignment is checked against your firm's conflict rules, so a file that cannot be accepted is flagged before an attorney spends time on it.
Step 03
Route to the handling attorney
Calls on an existing file go to the attorney or paralegal assigned to it, with a live transfer when they are available and a structured message when they are not.
Step 04
Write the summary into the matter
Every call ends as a structured summary in the matter, so the handling attorney sees what the adjuster or lien claimant said without listening to a voicemail.
FAQ
Workers' Comp Defense reception and intake questions, answered
Does a defense firm need an AI receptionist if it does not market for clients?
Can it take a new file assignment from an adjuster?
How does it handle lien claimants and applicant attorneys?
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.
Insurance Defense
Captures claim number, coverage, and complaint dates, and routes carriers to the assigned 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 adjuster answered. Every lien call off your attorneys' desks.
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