ABOUT THE CLIENT
A Pre-Settlement Funding Leader
The client is a leading pre-settlement funding firm specializing in non-recourse cash advances for personal injury victims. The company provides lawsuit funding for victims of car accidents, workplace injuries, and medical malpractice, streamlining end-to-end claims handling from intake through legal recovery and ensuring efficient repayment from settlement proceeds.
With a high-volume, legally sensitive operation spanning thousands of active cases simultaneously, the client required a delivery partner capable of managing complex claims workflows at scale without compromising accuracy, compliance, or continuity.
THE CHALLENGE
Operational Complexity Across Six Dimensions
The client faced a convergence of pressures: a backlog of approximately 15,000 cases, time-critical legal deadlines, inconsistent data quality, resource continuity risk during analyst transitions, and an emerging fraud problem from duplicate and misleading plaintiff claims. The business needed a partner who could deploy experienced legal-claims analysts quickly, absorb the backlog without disrupting live workflows, and build lasting process infrastructure to sustain performance.
High-Volume Backlog
Approximately 15,000 open cases required simultaneous processing across multiple concurrent project streams.
Tight Legal Deadlines
Time-sensitive servicing and legal workflows demanded strict adherence to turnaround commitments with zero tolerance for delay.
Incomplete Case Data
Inconsistent carrier and case information created barriers to accurate processing, requiring structured verification protocols.
Resource Continuity Risk
Transition risks during analyst substitutions threatened knowledge continuity across high-value ongoing engagements.
Fraud & Duplicate Claims
Instances of misleading or duplicated plaintiff claims required active detection to prevent disbursement and financial leakage.
Complex Multi-Source Data
Critical legal information had to be retrieved and reconciled from US Court websites, CRM systems, and insurance carrier databases.
COGNEESOL'S SOLUTION
End-to-End Claims Operations Deployment
Cogneesol assumed end-to-end operational responsibility for the client' servicing workflows. A dedicated team of experienced Servicing Analysts and Offshore Servicing Analysts was rapidly onboarded into a resilient, quality-controlled delivery model. The team operated across multiple concurrent workstreams—including the firm's standard servicing pipeline, special settlement projects, and carrier verification initiatives—simultaneously and without disruption.
Key Activities
- Deployed a dedicated legal servicing team to manage the full backlog and all incoming case volume
- Conducted docket searches on U.S. Court websites to retrieve critical case information and status updates
- Managed escalation workflows to ensure timely resolution of complex and high-priority cases
- Handled E-Tracks processes for accurate real-time case progress tracking and documentation
- Supported the Carrier Rating Project, identifying, analyzing, and verifying insurance carrier ratings
- Executed carrier search and verification workflows to improve carrier identification accuracy
- Facilitated seamless resource substitution for the Offshore Servicing Analyst role with zero operational disruption
- Delivered Boy Scouts of America (BSA) Settlement Case project tasks, including settlement workflows and data processing
- Updated all case documentation and servicing evaluations in the CRM in real time based on live case status
PROCESS INFRASTRUCTURE
Built to Sustain — Not Just to Clear
Cogneesol did not simply absorb the backlog. Alongside operational delivery, the team constructed the process infrastructure to prevent future accumulation and ensure quality at scale.
Standard Operating Procedures:
Comprehensive SOPs covering claims drafting, docket search, escalation handling, and carrier verification across all workflow types.
Quality Monitoring Forms (QMF):
Structured QMF templates enabling consistent, auditable quality review across all servicing analysts.
Process Flow Documentation:
End-to-end process maps for all key workflows, supporting rapid onboarding and long-term operational continuity.
Multi-Layer Quality Review Protocol:
A layered QC system was implemented to ensure error-free case submissions before every delivery.
Fraud Detection Framework:
Active identification of duplicate and misleading plaintiff claims, preventing financial disbursements and leakage.
24-Hour TAT Commitment:
All assigned tasks delivered within a consistent 24-hour turnaround, sustained throughout the full engagement.
MEASURABLE RESULTS
Impact Across Every Operational Dimension
Metric
Before Cogneesol
After Cogneesol
Case Backlog
~15,000 open cases unresolved
Fully cleared within engagement timeline
Accuracy Rate
Variable / not formally tracked
99% across all processed cases
Turnaround Time
Multi-day delays common
Consistent 24-hour TAT maintained
Fraud Detection
Duplicate claims going undetected
Proactive identification & elimination
Process Documentation
Ad hoc / no formal SOPs
Full SOPs, QMFs & process flows created
Carrier Verification
Manual, error-prone searches
Consistent 24-hour TAT maintained
Concurrent Projects
Limited capacity for parallelism
Multiple simultaneous projects, zero disruption
KEY MILESTONES
Four Defining Delivery Achievements
Volume Targets Met Consistently
Client-assigned claim volume targets and deadlines were met throughout the engagement, driven by a proactive approach to scalability and resource deployment.
Accurate Case Tracking via US Court Websites
All active cases were tracked with precision through direct retrieval of legal information from U.S. Court websites, ensuring real-time accuracy across the portfolio.
High-Efficiency Claims Handling
Streamlined claims delivery contributed to improved recovery rates for the client, reducing the time from intake to resolution across all case types.
Financial Leakage Eliminated
Fraudulent and duplicate claims were proactively detected and removed, ensuring the integrity of the client's disbursement operations and protecting against financial loss.
About Cogneesol
Cogneesol reimagines how businesses operate and reinvents them for the future through industry-led transformation—combining digital and AI to turn complexity into measurable, scalable outcomes. With 700+ qualified professionals, a 95% five-year client retention rate, and recognition as a Major Contender in P&C Insurance BPS by Everest Group, Cogneesol combines deep domain expertise with execution certainty.
