The problem
People choosing a PI firm often compare review scores, and settled claimants are rarely asked for a review because the file is closed and the team has moved on. If a firm settles 25 claims a month and a stronger review profile brought an assumed 1 extra claim a month worth $1,995£1,500€1,785A$2,880C$2,820 in fees, that's $1,995£1,500€1,785A$2,880C$2,820 of work a month.
What the AI does
Trustpilot's free plan includes 50 automated review invitations a month. When a claim ends, the firm invites every claimant, whatever the result, and a named person replies to reviews without discussing the claim. The rating can be shown on the firm's website. Invitations go only to people told about them in the privacy notice and closing letter.
A worked example
A PI firm in Cardiff settles about 25 claims a month. When each file closes, the caseworker adds the client to Trustpilot's invitations, and the practice manager replies to every review each week.
Before
25 claims settled a month, but reviews asked for only now and then
After
All of about 25 claimants a month invited, with an assumed 1 extra claim a month worth $1,995£1,500€1,785A$2,880C$2,820 in fees
What it's worth
About $599£450€536A$864C$846 a month in profit, at an assumed 30% margin on $1,995£1,500€1,785A$2,880C$2,820 of fees from 1 extra claim a month. The free plan covers 50 invitations a month, so 25 claimants cost nothing. The extra claim is an assumption; ask every new client how they found you.
How to set it up
- Open a free Trustpilot business account and check how invitations are sent on the free plan.
- Add review invitations to your privacy notice and mention them in the closing letter.
- Invite every claimant at the end of the claim, including those whose claims failed or settled for less than hoped.
- Reply weekly without confirming any injury, accident or settlement detail.
- Never offer anything in return for a review, and never write reviews or ask staff to.
What goes wrong
- Choosing which claimants to invite, or rewarding reviews, can break Trustpilot's guidelines and UK consumer protection law on fake and misleading reviews.
- Claimants may mention their injuries in a review. Never confirm or add to health details in a reply.
- Some claimants are vulnerable or still unwell. If a request would cause distress, leave them out and record why.
- The free plan stops at 50 invitations a month; Starter is $158£119€142A$228C$224 a month on a 12-month contract.