Short answer
Volume firms standardize eligibility criteria at intake, hold every claimant's record and document status in one central register, chase missing items on a fixed schedule, escalate exceptions to trained people, and report on cohort progress instead of reviewing files one at a time.
- Unit of work
- The cohort, not the individual file
- Biggest failure
- Untracked claimant document gaps
- Required view
- Status by claimant, by criterion, by stage
- Human role
- Exception handling and claimant contact
What breaks at volume
- Eligibility is assessed inconsistently across intake staff.
- Claimant records live in several systems that disagree with each other.
- Missing records surface only when the cohort is being prepared.
- Claimant communication drops off, and attrition rises quietly.
- Leadership has no reliable count of how many files are actually complete.
The operating pattern that holds
1. Fixed eligibility criteria
Written screening rules applied identically to every inquiry, with declines documented.
2. One claimant register
Every claimant with their stage, outstanding documents, last contact, and next action in a single source of truth.
3. Scheduled chasing
Documents, authorizations, and questionnaires chased on cadence across channels, with escalation to a person.
4. Ongoing claimant contact
Regular status touchpoints so claimants stay engaged through long timelines.
5. Cohort reporting
Counts by stage and by missing criterion, so leadership manages the population rather than the file.
Where Legentive fits
Legentive runs the intake, document collection, claimant communication, and status reporting layer against the firm's existing systems, with trained people on the exception queue. Attorneys keep case strategy and every legal decision.
Frequently asked questions
Can you work inside our existing claimant database?
Yes. Legentive operates on the systems the firm already uses rather than requiring a migration.
Who talks to claimants?
Routine status updates are automated; substantive conversations and exception handling go to trained people, with attorney oversight.
What reporting do we get?
Cohort-level counts by stage and by outstanding requirement, plus per-claimant status and last action.
Last reviewed 2026-08-28 · Legentive