The best AI agents for personal injury firms offload tedious manual tasks that are easily autoamted. Fore example, legal AI agents can take over the communications that eat away a case manager’s day: hold times with carriers, follow-up calls to providers, and weekly check-ins with clients. They place the call, get the answer, and log the result to the case without someone managing each step.
EvenUp Communication Agents do this work today. They open claims, verify liability and UM/UIM coverage, chase declarations pages, check in with clients and providers during treatment, follow up on record requests and demand letters, and verify provider and lien balances.
This guide explains what each agent does, the problem it removes, and how the agents behave on a live call. It closes with the criteria for judging any agent before you buy. If you’re still settling what counts as an agent, start with our guide to what legal AI agents are.
How many hours does your team lose while on hold with medical providers and insurance carriers? EvenUp’s Communication Agents are built to take that outreach off your plate, calling providers and carriers directly so your case managers spend less time waiting and more time moving cases forward.
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Each agent takes one phone-based bottleneck off a case manager’s desk. In a PI case, a delay on any of these calls pushes back every step after it. EvenUp’s ten agents cover the case from the first call to the carrier through disbursement.
| Agent | Stage | Who it calls | What it brings back |
|---|---|---|---|
| Opening a claim | Claim opening | Insurance carriers | Claim number, assigned adjuster, and policy limits if the rep will share them |
| Liability and coverage verification | Coverage | Adjusters | Whether liability is accepted, denied, or pending; whether coverage exists; policy limits |
| UM/UIM coverage verification | Coverage | Insurance carriers | Whether UM/UIM coverage is active, inactive, or pending, plus limits and supporting documents |
| Declarations page follow-up | Coverage | Insurance carriers | The status of a requested declarations page, a re-send, or the carrier’s own request process |
| Treatment check-in | Treatment | Your clients | Upcoming appointments, missed appointments, and messages for the case manager |
| Provider treatment check-in | Treatment | Medical providers | Dates of service, visit count, referrals, re-evaluation status, and missed or upcoming appointments |
| Record status follow-up | Medical records | Medical providers | Whether a records or bills request arrived, what’s blocking it, and when it will be sent |
| Demand letter follow-up | Demand | Insurance carriers | Confirmation that the adjuster received the demand, or a re-send to the right place |
| Balance verification | Settlement | Medical providers | Total charges, payments and adjustments, liens, reductions, and payment details |
| Lien balance verification | Settlement | Lienholders and subrogation vendors | Current or final lien balance, reductions on file, and payment instructions |
The problem: the case can’t move until the claim is open, and opening it means long calls and long holds with the carrier. Every day the claim waits, every later milestone waits too.
What the agent does: it calls the carrier to open third-party bodily injury, first-party UM/UIM, or first-party no-fault and PIP claims. It comes back with the claim number and the assigned adjuster, and it asks the rep for the policy limits.
The problem: an open claim doesn’t mean the carrier has accepted liability. Without the liability position and the policy limits, the firm can’t set case strategy.
What the agent does: it calls the adjuster to find out whether liability is accepted, denied, or still under investigation. It confirms whether coverage exists and asks for the limits, the same facts behind a policy limits investigation.
The problem: liability usually isn’t the question in a UM/UIM claim. The firm needs to know whether the client’s own coverage exists, whether it’s active, and how much it pays.
What the agent does: it calls the carrier on the existing claim and finds out whether UM/UIM coverage is active, inactive, or pending. It asks for the limits, then requests the declarations page if coverage is active, the selection or rejection letter if it’s inactive, or the reason if it’s pending.
The problem: in states that require pre-suit disclosure of policy limits, firms request the declarations page at the start of the case, often with the letter of representation. Then someone has to chase it. The limits on that page shape treatment decisions and set up settlement talks.
What the agent does: it calls the carrier for the status of the request. If the page was already sent, it asks for a re-send to the firm’s preferred contact. It gets a timeline if not. And if the carrier uses a different request process, it collects the details.
The problem: case managers can’t call every client every week, so they prioritize, and smaller cases get less attention. Missed check-ins turn into gaps in care that cut case value.
What the agent does: it calls or texts enrolled clients on a schedule the firm sets, in English or Spanish. Each check-in is short and asks three things: upcoming appointments, missed appointments, and anything the client wants passed to the case manager. When a client reports a missed appointment, no upcoming care, or a question for the team, the case manager gets an email alert right away with a link to the case.
The problem: a client check-in tells the firm what the client remembers. The treating provider’s records tell the rest: how many visits, which referrals, whether a re-evaluation is due.
What the agent does: it calls the provider for the first and last dates of service, total visits, referral information, re-evaluation status, missed appointments, and upcoming appointments. The case manager gets a fuller treatment picture without a round of phone calls.
The problem: after the firm sends a records or bills request, someone has to keep calling to find out where it stands. One missing record from a major provider can hold up the whole demand package for weeks or months.
What the agent does: it calls the provider to confirm the request arrived, finds out what’s blocking delivery, and gets an estimated delivery date. It follows up on requests the firm has already sent. Our guide to retrieving medical records covers the request itself.
The problem: a demand that never reached the adjuster delays the case before negotiation even starts, and nobody finds out until weeks of silence have passed.
What the agent does: it calls the carrier to confirm the adjuster received the demand. If so, it offers the firm’s contact details for questions. If not, it offers to re-send and finds out where and how to send it.
The problem: case managers need current balances across providers to know when a case is nearing the policy limits. After settlement, disbursement needs final balances before anyone gets paid.
What the agent does: it calls each provider for total charges, payments and adjustments with their sources, collections, liens, and reductions. It also gets check payee details and requests an updated statement.
The problem: the firm needs current lien balances to gauge settlement outcomes and negotiate reductions. After settlement, disbursement needs final balances and payment instructions from each lienholder, and long holds and repeat follow-ups delay the client’s payment.
What the agent does: it calls the lienholder or subrogation vendor. Before settlement, it confirms the current balance and flags pending or disputed amounts. After settlement, it confirms the final balance, checks for a signed reduction or compromise, and gets payment instructions. It can also request an itemized statement or copies of the liens by fax or email.
What separates a useful agent from a demo is what happens around the call: how it gets its facts, how it handles a phone tree, and what it does when nobody picks up.
The agent pulls the details it needs from documents already on the case: client details, policy numbers, provider information. If a required detail is missing, it asks for it before the call. If the case has two possible answers, such as two policies in a multi-vehicle crash, it asks which one applies. The agent uses only the details on the approved call form, and nothing else from the case file is shared with the person on the other end.
The call doesn’t go out until someone on the team reviews the details and clicks approve. That’s also where they set the schedule, the retry rules, and the voicemail message, and add any instructions for that one call, such as asking the provider to email a confirmation. Treatment check-ins work the same way at the client level: the agent only contacts clients the firm enrolls, and staff can unenroll anyone at any time.
The agents are trained on real calls across firms, including the phone menus of the major PI carriers. When a call fails, the agent reads the outcome and the transcript and decides whether to try again and when. A voicemail might get a retry in 30 minutes, a failed phone menu gets one right away, and a wrong number isn’t retried at all. The reason for each retry shows up in the call summary.
Outbound calls rotate between dedicated numbers, so carriers and providers don’t start blocking the firm’s own line. The agent introduces itself as calling from your firm.
When the final retry also reaches voicemail, the agent leaves a message the firm has written, using the case details: who’s calling, which request it’s about, and the case manager’s callback number. Every agent except claim opening can do this.
Every call ends with a structured summary, a full transcript, and a recording, logged to the case timeline. The person who launched the call gets an email summary. Each case manager also gets a daily digest of every call across their cases, sorted into completed, incomplete, and needs attention. When the agent is sent to a fax line or online portal, the call status says so, so staff know exactly what to do next.
Get a real-world look at how PI firms are putting AI to work across the full case lifecycle, including intake, medical management, litigation, and settlement strategy.
Watch Now Every firm has calls no standard script covers: a provider who needs a document faxed to a specific number, an adjuster who needs a question the script doesn’t ask, a request that only comes up on one case. Those calls used to fall back to a case manager.
In EvenUp, staff launch and shape agents from Companion™ in plain language, at three levels:
Customized and new agents are saved to the firm’s library, so a call solved once can be reused by the whole team. The call mechanics stay the same either way: phone menus, hold handling, AI disclosure when asked, and ending the call.
Plenty of products now carry the “agent” label. Judge each one on the same seven criteria.
| Criterion | What to ask | What good looks like |
|---|---|---|
| Built for PI calls | Does it already handle claim opening, coverage, treatment check-ins, records, and balances? | Pre-built agents trained on real carrier and provider calls |
| Reads the case file | Will staff retype facts before every call? | It pulls details from case documents and asks only for what’s missing |
| Finishes the task | What happens when the first attempt fails? | It decides when to retry, shows why, and leaves a voicemail at the end |
| Leaves a record | What do I get after each call? | A summary, transcript, and recording on the case, plus email and a daily digest |
| Escalates to a person | When does it stop and hand off? | Real-time alerts on flagged calls, and clear statuses on incomplete ones |
| Fits your workflow | Can it ask the questions your team asks? | Editable scripts, firm-built agents, and call summaries your case management system can receive |
| Protects client data | What gets shared on the call, and does the vendor train on firm data? | Only approved call details are shared, call data is encrypted, and firm data never trains the model |
A scripted demo shows the easy path. These five questions show how the agent behaves on a real case:
Agents take the routine part of a call. Anything that needs judgment comes back to a person, with the reason written down:
Treatment check-ins open every call by saying the call is recorded and the caller is an AI assistant for your firm. The agents that call carriers and providers say they’re AI whenever asked. The firm also keeps its supervision duties under ABA Model Rules 5.1 and 5.3, which is why the summary, transcript, and alerts matter as much as the call itself.
John K. Zaid & Associates shows what treatment check-ins look like at volume. Each of the firm’s case managers oversees 50+ cases in active treatment. As caseloads grew, regular check-ins with every client stopped fitting alongside higher-priority case work.
The firm handed those routine touchpoints to the treatment check-in agent. When a client raises an issue or a question, the agent emails the case manager to call the client back, so clients keep a reliable line to the firm without adding work for staff. John K. Zaid was skeptical of AI agents talking to his clients until he tested them himself, and he came away “beyond impressed” with how accurately they handled a wide range of client questions.
Across 2,000 cases and 7,500 calls and texts, the agent surfaced problems early for the firm’s case managers:
The next evolution of legal AI goes beyond drafting documents and answering questions. AI agents can now learn how your firm works, execute repeatable workflows, and take action across multiple cases simultaneously, without constant prompting.
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Record a baseline for 30 days before the pilot, then track the same five numbers after it starts:
EvenUp Express Demands, part of the larger AI Drafts legal documenting drafting tool, drafts the demand letter from the documented record. Communication Agents gather what that record needs: the claim number, the coverage, treatment updates, outstanding records, and current balances. The amount and the decision to send stay with the firm. For the drafting itself, see our guide to writing a personal injury demand letter.
The best AI agent for your firm takes a real call off your staff, finishes it without someone watching each step, and leaves a record you’d be comfortable showing a client. Start with the stage where your team spends the most time on hold, measure it, and expand from there. To hear the agents on live carrier and provider calls, schedule a call to walk through your own caseload.
The best agents handle the calls that stall PI cases, read the case file before they dial, and log every call to the case. EvenUp Communication Agents™ cover ten calls across the case, including claim opening, liability and UM/UIM coverage, treatment check-ins with clients and providers, record and demand letter follow-ups, and provider and lien balances.
Yes. Claim opening and coverage verification agents call carriers, work through phone menus and holds, and return the claim number, liability position, and policy limits when the rep will share them.
Yes. Treatment check-ins open every call by saying the caller is an AI assistant for your firm and that the call is recorded. Firms should also tell clients in advance that the check-ins are coming.
It decides whether to retry and when, and leaves a voicemail on the final attempt. If the task still can’t be finished by phone, the call status tells the team what’s needed next, such as a fax or an online form.
No. Agents take the routine calls and follow-ups, and case managers spend that time on clients, treatment coordination, and case strategy. Our guide on whether AI will replace paralegals covers how the roles are changing.
