• Attempt to refer members to provider firms first. – Each provider should check the RAD periodically to make sure their attorneys are updated with the areas of law and locations where they practice. Helpful Hint: Even if the provider firm does not come up for a particular area of law or location it never hurts to check with their referral department.
• If an attorney’s contact information changes email RAD@primelegal.biz to update the file. Also, referral departments should check the RAD for any contact changes that come directly to the RAD so they can update their AS400.
• Each state has the malpractice insurance report showing the attorneys whose insurance has expired in the past 60 days and the attorneys whose insurance is set to expire in the next 7 days. It is important for the referral departments to view these reports several times a month to see if any of their top attorneys or attorneys in rural areas are set to drop off the RAD due to insurance expiration.

Member Resolutions Process

Pre-Paid Legal (PPL) values its membership base and wants to keep them as members. Members are offered several means to express their satisfaction, as well as their concerns with the service they receive. The provider law firm and Pre-Paid Legal Services investigate each request. The provider law firm has to respond to each issue - if there is no response, PPL may assume the complaint is valid. If the provider firm contacts you regarding a member resolutions matter it is important that you respond promptly. Pre-Paid Legal standards require that the request be resolved within two business days. The provider firm may need your help to present an account of events to the member or PPL. In addition, the provider firm may require further explanation of the member’s legal circumstances.

Most requests are due to misunderstandings, a need for more legal help, or involve a member who does not fully understand his or her plan. Working together quickly, the referral attorney, provider firm and member, can often reach a swift resolution.

The following outline explains the member resolution process, as well as common complaints and resolutions:

PPL notifies provider firm of the issue

• Fees, amount not explained clearly, etc.
• Lack of attention/follow up calls, failing to keep the client informed
• Unmet expectations

Provider firm places a courtesy call to member

Provider firm determines the necessary response by

• Reviewing notes of initial consultation
• Talking to the referral attorney
• Talking to the member

Provider firm resolves complaints by

• Explaining benefits to member
• Requesting referral attorney follow up with member
• Re-referring member to another attorney (if necessary)
• Providing additional benefits to member through the provider firm

WOW Training: Sensitivity

I promise to treat every client’s problem as an important issue, no matter how big or small it may seem

Research shows that consumers’ buying decisions are influenced by the actual product only 10% of the time, while 90% of the time they are influenced by the service they receive. It is clear from these numbers that attorneys need to do more than just provide quality legal advice. They must also provide a high level of service.

Clients turn to attorneys when they are often at their most vulnerable. Being aware and sensitive to a client’s emotions will greatly improve the level of service perceived by the client.

The following tips may help you convey sensitivity to clients.

• Pay attention to the client’s needs and questions.
• Show empathy for the client’s concern and help them put the matter into perspective.
• Offer the client hope that there is a potential resolution to their matter. While there may not always be an easy resolution to a legal matter, there are often a variety of potential outcomes. Help the client understand how legal counsel will lead them toward the outcome they prefer.
• Take client complaints seriously. If a client files a member resolutions request with Pre-Paid Legal Services, take the matter seriously by acknowledging the concern or mistake and acting quickly to find a resolution.
• If a mistake is made, do not be afraid to apologize. Resolving a client’s complaint will make them more loyal in the long run.