saved with AI Playbooks during Demand QC
more claims opened
per case saved on balance verifications during settlements
Location: Arizona, California, Illinois, Indiana, Oregon, Nevada, New Mexico, Tennessee, and Washington
Employees: 400+
Website: Lerner & Rowe
Originally established more than 35 years ago by Glen Lerner, the firm later expanded under the partnership of Lerner and Kevin Rowe to become one of the most recognized personal injury practices in the United States. Today, Lerner & Rowe Injury Attorneys operates a high-volume pre-litigation and litigation practice with over 400 employees across Arizona, Nevada, New Mexico, Illinois, and Indiana, navigating some of the nation’s most competitive legal markets.
The firm reached a critical inflection point as case acquisition costs tripled across its practicing states. To offset these rising overhead costs, Lerner & Rowe needed to accelerate settlement cycles within their pre-litigation department. However, the constant cycle of staff turnover and recruitment diverted vital resources away from moving cases forward and toward basic administrative onboarding.
To break this cycle and maintain their market leadership, Lerner & Rowe turned to EvenUp’s Proactive Personal Injury AI Platform™ and Pre-Lit as a Service offering (PLAAS™), to solve their chronic staffing constraints and automate repetitive admin tasks.
Historically, when a case manager departed, it triggered an internal disruption at Lerner & Rowe. Lead case managers were forced to dedicate a full week solely to triaging and reassigning files and attorneys had to re-review the case records and files manually to confirm accuracy. This resulted in an immediate 25% workload spike for already burdened, high-performing case managers and attorneys, many of whom were already managing 100+ cases at any given time. Driven by a fierce commitment to maintaining case quality and securing justice for their clients, both attorneys and case managers resorted to 14-hour workdays just to maintain their ballooning caseloads until a new hire could be onboarded and trained.
Overwhelmed attorneys and case managers, stretched thin by the increased case volume found themselves trapped in the administrative backlog of updating their CMS with accurate client medical bills and records rather than high-level legal strategy.
Today, Lerner & Rowe utilizes PLAAS™ as a seamless extension of their pre-litigation team. Unlike traditional hiring cycles that take up to six months to recruit and onboard, EvenUp provides fully ramped, best-in-class case managers to Lerner & Rowe, providing immediate capacity precisely when it’s needed.
PLAAS™ case managers operate directly within the firm’s own systems and adhere to their exact policies from claim opening to the first offer. This has resulted in Lerner & Rowe’s cases moving forward faster and securing higher settlement offers without overburdening their internal staff.
The quality of the case managers that comes with PLAAS™ team is second to none. I'm getting policy limit tenders that I would not be getting a policy limit tender on normally. A great case manager anticipates the next move and maximizes case values. As opposed to a $15K settlement, they’re able to get a policy limit tender of $25K. So per case it could be in the thousands and if extrapolated over a firm, it could be in the millions.
Shawnee Milneck
For Glen Lerner, time on desk was longer than the firm’s goal and their weakest point. Now by leveraging PLAAS™, the firm has achieved 0 delayed cases and 0 missed deadlines. More importantly, they are moving cases up to 3 months faster, all while maintaining the elite quality the firm expects and at a lower price point than traditional hiring.
By taking on the entire burden of training and day-to-day management responsibilities, PLAAS™ is supporting all Lerner and Rowe firm leaders, attorneys, and case managers.
I don’t have to work extra hours anymore or weigh the experience of the person receiving the file. I know I can move it to PLAAS™ and they will dive in right away. It feels like you’ve got rockstar case managers on your team, but they’re not on your payroll.
Sara Waugh
Before EvenUp, opening a claim was one of the most significant administrative drains on a case manager assistant’s day. To secure a claim number and adjuster assignment, staff had to manually call insurance carriers and sit through hold times for up to 30 minutes per insurance carrier. Because this was a manual and tedious process, a case manager assistant would dedicate a full day to opening claims and would approximately only open up to 14 claims in an 8-hour shift. This left no time for pushing the case forward or client advocacy.
Now, Lerner & Rowe utilizes EvenUp’s AI Communication Agents™ to autonomously open claims across multiple cases now at the same time. By navigating the insurance phone queues to secure claim numbers and adjuster assignments, it has allowed the firm to consistently open 28 claims in an 8 hour shift, 2x more claims in the same amount of time compared to their manual processes.
If a carrier hangs up or a queue is too long, the Agent will follow-up and call again, ensuring no claim stalls. Additionally, the Agent can initiate calls to different providers simultaneously. Case manager assistants can now oversee a high volume of claim openings while simultaneously moving existing files toward settlement.
If I have a human being sitting on the phone for four hours, I’m paying for time that could be spent on higher-value tasks. Having the Communication Agent™ open claims for us has been a complete game changer.
Shawnee Milneck
Before EvenUp, case managers would call and check in with their client during the first 30 days of their case being opened. In preparation for that call, case managers would need to review the client’s case, which includes manually auditing liability status and verifying which medical records were outstanding. This preparation would often take up to 1 hour. With 100+ cases and upwards of 100+ active files per case, case managers felt there wasn’t enough time in the day to prepare thoroughly for each client treatment call.
Today, Lerner & Rowe utilizes EvenUp’s AI Playbooks™ to automate the extraction of critical case context. The firm developed a custom “First 30 Days” playbook that monitors core indicators, including property damage, insurance limits, and records progress, across every active case without any prompting. Case managers can now pivot from record and data gathering to high-value advocacy. In the first 6 months of using AI Playbooks to prepare for client calls, case managers have saved 5 weeks.
AI Playbooks™ also increases daily client engagement. Prior to EvenUp, the intensive preparation required for client calls limited case managers to a maximum of 6 calls per day. Now, case managers can complete up to 20 calls per day. This shift has driven a 3.3x increase in proactive client outreach, transforming the way Lerner & Rowe supports its clients. Because of the playbook, case managers can skip past asking for missing information and focus on client advocacy and satisfaction.
AI Playbooks saves me hours per file every single day. In my file reviews, I pop into my case. I read the playbook. I know the 10 key things that we, as case managers, want to know, such as the liability property damage and the last treatment. I’m up to date in seconds and I can call my client, update them, and call the adjuster if needed.
Sara Waugh
Prior to EvenUp, case managers managing high volumes faced the risk of overlooking critical details, such as missing medical records or unaddressed treatment gaps. These missing details led to weaker demands and slower settlements, which left millions of dollars in potential revenue lost.
Now Lerner & Rowe uses Medical Management™ Care Timelines to quickly visualize critical details like treatment gaps in real time and Missing Docs Check to help confirm there are no missing medical records and bills.
Previously, case managers had to manually audit entire files to identify gaps. Now, they can run a check while they are reviewing the case. This allows them to stay ahead of the demand-drafting process and identify missing bills and records proactively while the client is still actively receiving treatment.
Before EvenUp, demand production at Lerner & Rowe was a manual, labor-intensive process requiring the painstaking analysis of hundreds of medical records and bills. Even a straightforward demand could take up to two hours to draft, creating a bottleneck that delayed settlements and slowed cash flow.
Given the extreme volume of cases, managers were often forced to produce basic demands that lacked comprehensive pain and suffering estimates. This meant smaller files frequently suffered from overlooked details, leaving significant settlement value on the table and preventing the firm from maximizing the full potential of every claim.
With EvenUp’s Express Demands™, the firm has reduced drafting turnaround time from two hours to just 10 minutes. Both the PLAAS™ team and internal case managers now generate comprehensive, personalized demand packages.
Lerner & Rowe is now hitting policy limits more consistently across their entire caseload. The platform automatically draws from medical records, treatment notes, and police reports to produce a structured draft enriched with smart citations. These demands now capture the full human impact, including disrupted household duties, lost activities, and the specific ways an injury has reshaped a client’s life.
We’re seeing demand output that is 3x over what we’ve produced internally. We are seeing more policy limit tenders because we are able to capture the full human impact and how the injury has reshaped a client’s life.
Sara Waugh
For new case managers, before a demand could be sent to an adjuster, a separate Quality Control (QC) department had to manually review to ensure every record and bill was accounted for. This process could take up to 30 days before they could review the demand. This additional review process delayed demand sends and added weeks to the case’s time on desk.
Today, Lerner & Rowe is using EvenUp’s custom QC AI Playbook™. This automated audit identifies missing opportunities, such as an overlooked MRI record or a pending specialist bill, before the demand is sent to the adjuster. By surfacing these gaps, the firm ensures that every demand is as comprehensive as possible, preventing value from being left on the table.
Beyond document verification, the QC Playbook includes Lerner & Rowe’s specific internal policies and procedures. This digital checklist ensures that every file meets the firm’s exact standards for excellence, reducing the review process for more experienced case managers from 30 minutes to under 5 minutes. This level of automation has created a new standard of consistency across the firm, ensuring that high-volume production never comes at the expense of high-quality results.
Obtaining a single provider’s balance required a case manager to send a HIPAA-compliant fax, follow up via phone, log the outcome, and manually upload the response to their CMS. For a typical case with four providers, this process consumed up to 40 minutes a provider. This doesn’t factor in the frustration of unreturned faxes, long hold times, or manual escalations when billing departments went silent.
Today, Lerner & Rowe utilizes EvenUp’s Communications Agent™ to automate balance verification. The agent initiates proactive outreach and scheduling follow-ups without a case manager ever making a single phone call. By deploying these agents the moment a demand is sent, Lerner & Rowe ensures that lien and balance responses are already on file by the time a settlement offer arrives.
What once took upwards to 4 hours of cumulative phone time per case at around 20+ providers is now condensed into under 10 minutes of a case manager’s time.
For Glen Lerner, the fundamental priority of the firm’s operations is reclaiming time to allow experienced team members to focus on high-value litigation. Historically, that time was eroded by routine pre-litigation tasks and the downstream effects of operational churn of high-volume case management.
With EvenUp’s Proactive Personal Injury AI Platform™ and PLAAS™ now embedded across Lerner & Rowe’s operations, the firm has successfully decoupled its growth from labor constraints.
Faster Claims Opening: Communication Agents™ save 30 minutes per case to open claims. For a case manager overseeing a 100-case load, this effectively reclaims 6 full business days previously lost to insurance phone queues.
Hitting Policy Limits: PLAAS™ is securing policy limit demands, getting tenders, and revealing limits earlier. Turns $15,000 settlements into $25,000 policy limit tenders.
We finally found a company that's delivering what they promised to deliver. EvenUp will help us become more efficient, improve our operations, and without a doubt make us a better firm.
Glen Lerner
