EXL's record retrieval solution delivers value for claims and litigation through improved accuracy, faster turnaround times, and a global delivery model.

EXL is a trusted partner in document retrieval. We request, retrieve, organize, and deliver medical records and other pertinent documentation necessary for an insurance carrier or law firm to determine or process claims or for any legal matter.

What we do

Whether you’re dealing with personal injury claims, medical malpractice suits, or disability cases, EXL can assist navigating the complexity of retrieving records.

We can retrieve records nationwide for all case types. We have established relationships with more than 1.5 million providers, a robust digital infrastructure for the collection and delivery of records, and a team of dedicated experts using a focused one-account operational model.

How EXL record retrieval is different

People and team structure

EXL places a strong emphasis on employee longevity, development, and satisfaction as part of our broader sustainability and business strategy. Our low employee turnover rate allows us to continuously assemble a team of experts who are exclusively focused and trained on the retrieval process.

We provide the best communication: A dedicated relationship manager is assigned to your account, allowing communication to be more streamlined and effective. The manager and team members are consistently working together and are aligned with your company’s objectives.

Process

EXL does not use a one-size-fits-all approach. EXL strategically manages each account separately under a one account operation model. This enables EXL to manage the process and legal requirements within the framework of your firms’ specific expectations.

The benefit of a one account operation model is allowing a team to be 100% focused on your orders with quick and consistent turnaround on requests.

Quality

We have established relationships with over1.5M providers across 50 states. If we do not have the provider details and requirements within our database, EXL is committed to verifying the providers’ requirements upfront to ensure the request is sent with the correct details, to the correct handling location, and the correct contact.

Should the authorization need to be updated, EXL will be happy to work with opposing counsel(s).

Additionally, our retrieval quality assurance team reviews records received for completeness, accuracy, and legibility. Any missing records will be sent back to our retrieval team to resume communication with the provider.

Compliance

Our team consists of HIPAA-trained operational personnel, paralegals, and attorneys knowledgeable on civil, federal, and workers compensation laws in all 50 states.

EXL has a state-by-state legal repository of documents which are used by the EXL legal team to prepare subpoenas on your behalf, as well as e-signing capabilities.

EXL regularly conducts legal research utilizing WestLaw and LexisNexis to stay up to date on the civil rules of compliance, as well as any specialized research you may need.

Unified solution

We offer solutions for end-to-end ownership, with services that link together the process from start to finish. Our unified solutions help eliminate redundancy and allows you to reallocate your staff to focus on more complex matters.

EXL understand that the retrieval process can be stressful, so we help create either a standalone solution or one that combines other EXL capabilities to eliminate frustrations, streamline services, and optimize repetitive manual tasks across various departments. The result is cost savings through efficiency gains.

Employees are hired and dedicated to your account, along with a relationship manager and with combining legal support services and MedConnection™, EXL’s proprietary AI-powered collaboration tool, you get a partner focused on your claim from start to finish. EXL works on your behalf to ensure the case information is captured and follow-up calls are conducted regularly to secure records quickly. Our legal team can handle issues with authorizations and will work to resolve them before getting you involved. Once the records are received and reviewed, they are sent to our experts for optimization opportunity.