Case Update
What should be updated in the case manager's tab?
Name, phone #, ______________
Email Address
When you begin working on a claim for an update, what is the first thing you should do?
Check Ligare's Portal
You discover during follow-up that the claim is workers' compensation. What should happen immediately?
A. Keep working it as regular no-fault
B. Escalate it immediately
C. Put it aside with no note, work on it after completing your entire list.
D. Close it as paid
Correct answer: B
B. Escalate it immediately
What are 2 examples of why a case would be labeled insufficient?
No rep, non-compliance law office, client paid own bills, financially unrecoverable etc.
What questions should you ask during an update request when told the case is in litigation?
Confirm R&B, Case Status, _____________
Docket # & Venue
If you call and ask for a docket number but the attorney does not provide one, what should you do?
Document that you asked for it but had no luck getting that information
You discover a claim is workers’ comp, but the previous note only say “WC.” What is missing?
The next step and contact details
Should include, contact details, WC company, That the claim was escalated.
If a claim was not paid due to no lien on file, what should you do and what would be the case type?
-Mark as insufficient
-Summit & Ligare: Check landing page to see if lien was sent.
-Escalate
Why should we avoid sending multiple case update request to multiple CM at once?
BONUS DOUBLE POINTS
To avoid confusion and to help the CM identify which cases belongs to them.
Why is it important to document even when you don’t receive an answer from the attorney or case manager?
To show all contact attempts/provide a timeline of outreach
BONUS
Why is workers' comp escalation important?
*DOUBLE POINTS*
If you are having an issue obtaining an update and have not been able to make contact with anyone.
What should you do?
Note: you have been sending update request to the same one email for months.
Call to confirm contact info, ask if anyone elase could help due to not receiving a response.
Check websites for additional contact info
Check email thread for responsive Case managers
Check Ligare's portal(Check other case with the same law office)
You call on a claim and the rep says payment was issued last week. What is the best next step?
Confirm payment amount, date issued, payee, and mailing address or payment destination --ask if the check was cashed. EL if needed (Change Case type accordingly)
You call and the paralegal tells you the case is still active, but the court site shows 'dismissed.' What should you do next?
Inform the CM of what you found on the court site/ask for more info regarding the discrepancy.
What contact information should be requested on a workers' comp claim?
Case manager name, phone, email, claim # and the workers' comp company name
What should you do if you are told that a case has been dropped?
Request drop letter, and reason, ask about new rep info
What is the difference between following up on a No-Fault Claim vs LOP Claim?
BONUS 700 POINTS
No fault- you contact the insurance company on updates for individual claim status
LOP- you contact the law office for overall case status
Attorney XYZ Law Firm has emailed stating a claim is "dropped" what should you do next?
Ask why the case was dropped and request drop letter
Is there new attorney info on file(**Check court sites, provider portals for different/updated attorney info)
Which note is best after learning the claim is workers' comp?
MUST include
Case is WC
Case was escalated
CM contact info
WC Company info
Claim #
What is considered an unrecoverable claim?
- Case was lost in court.
- Client is deceased. (no new case open)
- Attorney is non-responsive.
-No lien on file