Common questions about retrieval work.

Recupera provides record retrieval services for law firms, litigation teams, insurance defense practices, plaintiff-side firms, carriers, TPAs, and claims-related workflows. We help clients submit, track, follow up on, and receive records needed for civil litigation, claim evaluation, discovery, expert review, mediation, and case preparation.

Recupera primarily works with law offices handling insurance defense and civil litigation matters. We also support plaintiff-side law firms, insurance-related teams, claims professionals, and other organizations that need structured record retrieval support.

Yes. Recupera works with insurance defense firms that need reliable retrieval of medical records, billing records, films, pharmacy records, employment records, and other documents used in civil litigation and claim-related matters.

Yes. Recupera supports plaintiff-side law firms that need records for case intake, demand packages, discovery, settlement evaluation, mediation, expert review, and litigation preparation.

A record retrieval company helps reduce the administrative burden on attorneys, paralegals, and support staff. Instead of manually tracking providers, follow-ups, invoices, rejections, missing authorizations, and productions, your team can rely on a structured process built to keep record requests moving.

Recupera is built around workflow discipline, status context, and client action item handling. Clients can use the portal to review active work, monitor activity, manage document standards, and see what needs attention instead of relying only on scattered email updates or vague status reports.

You can submit a new request either by email or through the Recupera client portal. For email submissions, download the order submission form from the Start Order page, complete the form, and email it to neworders@recuperars.com. Clients can also submit orders directly through the portal.

Both options are available. Email submission is useful when your team prefers to complete and send the order form directly. Portal submission is best when your team wants a more centralized workflow with access to order tracking, case activity, metrics, and related matter information.

The information needed depends on the request, record type, custodian, and jurisdiction. In general, include case or matter information, claimant or party details, provider or custodian information, date range, record type requested, required authorization or subpoena materials, and any special instructions your office wants applied.

To create a portal account, contact your client relations representative. You can also call Recupera at (212) 580-1191 or email clientrelations@recuperars.com or accounts@recuperars.com.

Contact your client relations representative for help with login issues. You can also call (212) 580-1191 or email clientrelations@recuperars.com or accounts@recuperars.com for account access, password resets, or sign-in support.

Yes. When your firm begins submitting orders with Recupera, you will be assigned a client relations representative. That representative acts as your liaison with operations and can help with submissions, portal access, process questions, order status, and general workflow support.

Yes. Recupera is designed to support firms and teams managing multiple matters, multiple custodians, and ongoing record retrieval needs. The portal and workflow help clients review individual orders, specific cases, attorney-level activity, and broader account-level performance.

The Recupera portal gives clients a centralized place to review active matters, order activity, received records, metrics, items needing attention, document standards, and case-level context. It helps clients understand what is happening across retrieval work without relying only on email chains.

Yes. The portal dashboard can show average turnaround time and other performance metrics, including monthly average turnaround and related activity across matters.

Yes. Portal metrics can be viewed across all cases or filtered more specifically, such as by one case, a group of cases, all matters for a specific attorney, or other filters that help your team understand performance in a useful way.

Clients should have practical context about performance and request movement. Instead of making clients request basic reporting, Recupera places key data in the portal so firms can understand how requests are moving and where attention may be needed.

Yes. The portal is designed to surface items that require action, such as invoice approvals, missing information, rejected requests, packet issues, uploads, or other items that may delay progress if they are not addressed.

No. The portal does not eliminate communication with your client relations representative. It gives your team a more structured place to monitor work, review order status, check documents and metrics, and respond to open action items while still allowing direct communication when needed.

Recupera’s average turnaround time is approximately 20 days. Actual timing can vary depending on the custodian, record type, jurisdiction, subpoena or authorization requirements, provider responsiveness, copy fees, and whether any additional information or approval is needed.

No. The 20-day figure is an average, not a guarantee for every individual request. Some requests move faster, while others take longer because of custodian requirements, provider delays, incomplete information, subpoena issues, authorizations, invoices, or other factors outside the control of any retrieval vendor.

Common causes of delay include incomplete provider information, missing or deficient authorizations, subpoena requirements, incorrect date ranges, custodian-specific rules, unpaid or pending copy fees, provider backlogs, incomplete productions, and rejected requests that need correction.

Recupera tracks requests through a structured workflow and follows up with custodians as the order moves through the process. Follow-up activity, blockers, outstanding items, and client action items stay connected to the order so progress is easier to monitor.

If a custodian rejects a request, Recupera identifies the reason and surfaces the issue so it can be addressed. Depending on the issue, this may involve corrected documentation, revised authorization language, subpoena updates, missing information, client approval, or additional custodian-specific requirements.

Recupera can help identify and prioritize urgent requests when records are needed for deadlines such as discovery, IME or DME review, mediation, expert review, settlement evaluation, or trial preparation. Timing still depends on the custodian and applicable requirements, so urgent needs should be clearly noted when the order is submitted.

Clients can monitor request status through the portal and can also contact their client relations representative. The goal is to make status clear, actionable, and connected to the order instead of forcing your team to piece together updates from separate emails or notes.

Recupera supports a wide range of record types for litigation and claims workflows. Many requests involve medical records, billing records, and films, but clients can choose from more than 100 record type options.

No. Medical records, billing records, and films are common requests, but Recupera supports many additional record types. Depending on the matter, clients may request pharmacy records, employment records, wage records, academic records, insurance-related documents, provider records, diagnostic materials, and other case-related documents.

Yes. Recupera retrieves medical records for litigation, claim evaluation, discovery, expert review, mediation, and case preparation. This may include records from hospitals, treating providers, clinics, specialists, therapy providers, imaging centers, labs, and other healthcare custodians.

Yes. Recupera can assist with billing records, itemized statements, provider invoices, and other billing-related documentation that may be needed for damages review, claim evaluation, litigation analysis, or settlement discussions.

Yes. Recupera can assist with requests for films, imaging records, diagnostic studies, radiology reports, and related materials. These requests may involve different custodian requirements than ordinary chart requests, so accurate request details and scope are important.

Yes. Recupera supports many non-medical record categories, including pharmacy records, employment records, wage records, payroll records, benefits documentation, school records, transcripts, attendance records, and other record types used in litigation or claims workflows.

Yes. Recupera offers a broad list of record type options. For states or matters where subpoena language is required, Recupera’s system can also support record-type-specific subpoena language options, including default and preferred language based on common usage and practical experience.

Recupera supports subpoena-based retrieval through a structured workflow for packet preparation, document handling, custodian communication, follow-up, tracking, and delivery. Subpoena workflows often require more control than ordinary authorization-based requests, so Recupera helps keep the process organized from intake through production.

For jurisdictions or request types where subpoena language is required, Recupera maintains template subpoena language organized by record type. Clients can choose from many options, including default and preferred language selections.

Yes. Recupera’s system can show default or preferred subpoena language options for specific record types. This allows clients to see language commonly used for that type of request while preserving counsel’s responsibility for legal review and approval.

Yes. Clients can upload or provide their own subpoena language to be used in the workflow. This is especially useful for firms, offices, attorneys, carriers, or jurisdictions that require specific wording or have established internal standards.

Yes. Recupera can support client-specific, office-specific, attorney-specific, or other customized document requirements. Standard packets and documents are available, but requested changes and client preferences can be carried through the workflow so the process reflects how your team needs the work handled.

Recupera’s system is designed to account for jurisdiction-specific requirements and procedural differences. The goal is to guide the retrieval workflow based on the jurisdiction, record type, custodian requirements, and process rules that apply to the request.

No. Recupera supports the operational workflow for subpoena-based record retrieval, but legal strategy and case-specific legal decisions remain with counsel. Recupera helps organize packet handling, tracking, follow-up, and delivery based on the instructions and requirements provided.

Yes. Recupera accepts orders for litigation in any U.S. state and supports requests to custodians located across all 50 states.

Yes. Recupera supports record retrieval from custodians throughout the United States. This includes record requests involving different provider requirements, jurisdictional procedures, submission methods, and custodian-specific processes.

No. Recupera does not handle international litigation or requests for records from foreign custodians. Recupera’s retrieval services are focused on U.S. litigation and U.S.-based custodians.

Recupera’s workflow is designed for sensitive litigation, claims, and healthcare-related records. Records and order information are handled through security-conscious processes, controlled access, portal-based review, and structured delivery designed to reduce the risks of loose attachments, scattered communication, and unclear document handling.

The Recupera portal is designed for secure client access, controlled review, and structured record delivery. For more detail on public security and handling language, visit How Recupera Protects Client Records.

Yes. Recupera supports workflows involving medical records and other sensitive health-related information. Because HIPAA, authorizations, subpoenas, court orders, and disclosure rules can be matter-specific, Recupera’s role is to support the retrieval workflow based on proper documentation and client or counsel direction.

Records are delivered through a more controlled process so they are easier for law firms, claims teams, and litigation support staff to access, review, and route internally. Depending on the order and workflow, delivery may include organized files, searchable materials, indexes, summaries, or other structured outputs.

The portal can provide AI-assisted summaries to help clients understand order posture, case progress, outstanding items, and recent activity. These summaries are intended to improve workflow understanding; they do not replace attorney review, legal judgment, or case-specific analysis by counsel.

After records are received, Recupera organizes and delivers them in a usable format for review. The goal is to reduce downstream cleanup and make the final production easier for attorneys, paralegals, claims professionals, and litigation teams to work with.

Invoices can be paid by ACH, check, or online payment through Stripe. Invoice emails can include a Stripe payment link, and clients may also access payment options through the portal.

Yes. Clients can pay online using the Stripe link included with the invoice email. If the Stripe link is not available, clients can also use the Pay Invoice option on Recupera’s website by entering the invoice number and payment amount.

Yes. Invoice and payment access can be made available through the portal, allowing clients to review and manage invoice-related activity in the same system used to monitor retrieval work.

Yes. Recupera accepts payment by check or ACH in addition to online payment through Stripe.

Custodian fees, copy fees, certification fees, or other third-party charges may apply depending on the request and the custodian. When an approval or payment decision is needed, Recupera’s workflow can surface the issue so the client can respond and the request can continue moving.