Insurance claim disputes are rarely straightforward. They often involve massive volumes of data, multiple stakeholders, and strict regulatory requirements. Whether the issue is coverage denial, liability, fraud, or third-party litigation, legal teams within insurance organisations are increasingly relying on eDiscovery platforms to bring clarity, defensibility, and efficiency to the process.
Drawing on real-world experience supporting insurers, this article explores how eDiscovery is applied across the claim dispute lifecycle, and how emerging technologies, especially Cicero AI and RelativityOne, are transforming the way legal teams work.
Scoping the Dispute: Establishing a Clear Framework
Every successful eDiscovery project starts with a clear understanding of the dispute. This means defining the nature of the claim, identifying the resolution pathway (litigation, mediation, or arbitration), and assembling the right mix of legal, technical, and business stakeholders.
Cicero AI and RelativityOne are increasingly used for early case assessment. By leveraging historical data, these tools help insurers benchmark timelines, estimate costs, and set realistic expectations ensuring everyone is aligned from day one.
Identifying and Preserving Claims Data
Claims disputes draw on data from a wide range of sources: policy documents, adjuster notes, internal emails, call recordings, and even mobile communications. Locating and preserving this data is critical.
Insurers are combining traditional custodial interviews with automated data mapping in RelativityOne to track data lineage and flag potential preservation gaps. Legal hold features ensure defensibility, while early involvement of forensic experts helps capture ephemeral or off-channel data that might otherwise be missed.
Processing and Reviewing Claims Documents
Once data is collected, it needs to be processed to reduce noise and focus on what matters. This includes deduplication, filtering out irrelevant content, extracting metadata, and preparing files for review.
Structured workflows in RelativityOne, enhanced by Cicero AI, automate much of this heavy lifting. Intelligent filters and risk-based prioritisation help legal teams zero in on the most relevant documents, even when dealing with huge volumes of claims data.
Search and Evaluation: Finding What Matters
Advanced search capabilities such as key word searches, metadata filtering, analytics allow legal teams to quickly identify key documents. Features like email threading, categorisation, and near-duplicate suppression further reduce review volumes.
Relativity aiR for Review (within RelativityOne) uses AI to assist reviewers, surfacing the most relevant content and helping teams focus on high-value information.
Analysis and Strategic Decision-Making
With the right data in hand, legal teams can assess the merits of the case, identify privileged or sensitive information, and prepare for production.
Functionalities in RelativityOne and Cicero AI for building chronologies, privilege logs, and visualising data support informed, strategic decisions. Gap analysis and visualisation features in RelativityOne help teams decide what to produce and when.
Redaction and Production of Claims Data
Before documents are produced, sensitive information must be redacted and quality control checks performed. Outputs need to meet court or regulatory requirements.
Automated redaction workflows in RelativityOne streamline this process, reducing manual effort and ensuring compliance. Standardised production templates support consistency across matters.
Documentation and Continuous Improvement
Every claim dispute is an opportunity to refine processes. By capturing metrics like time to resolution, legal spend, and review volumes, insurers can improve future dispute handling.
Insights from Cicero AI and RelativityOne are used to update playbooks, adjust workflows, and strengthen collaboration across departments helping insurers respond more effectively to future disputes and regulatory requests.
Structuring Your Approach to Claims Disputes
eDiscovery is more than a technical process, it’s a strategic approach to managing complex claims disputes. For insurance companies, platforms like Cicero AI and RelativityOne offer a way to handle matters with greater clarity, defensibility, and efficiency.
At Law In Order, we support insurers with fully managed, on-demand access to these platforms, allowing legal teams to focus on outcomes while we manage the technology and workflows behind the scenes.
Interested in seeing how these tools work in practice?
Book a legal tech consult to explore how eDiscovery can support your claim dispute resolution strategy.
