Why Law Firms and Insurance Carriers Must Adapt to a New Era of Medical Record Access
In recent years, the landscape of medical record retrieval has been undergoing a quiet but significant shift—one that’s increasingly impacting litigation timelines and claims processing for both law firms and insurance carriers.
The culprit? Provider portal fragmentation.
As more healthcare providers adopt individual patient portals and electronic health record (EHR) systems, the once relatively straightforward process of retrieving medical records has become increasingly complex, inconsistent, and unpredictable.
What Is Provider Portal Fragmentation?
Provider portal fragmentation refers to the proliferation of disparate online portals used by healthcare facilities to manage patient records and release medical information. Instead of a centralized or standardized system, each hospital, clinic, or specialist group may now operate on a unique platform, each with its own login requirements, release procedures, document formats, and timelines.
For law firms and insurance carriers that request hundreds or thousands of records, this fragmentation can lead to significant administrative burdens, delays, and even compliance risks.
Why This Trend Matters More Than Ever
1. Inconsistent Access Policies
Some provider portals allow third-party access (e.g., legal or claims professionals) with proper authorization. Others do not. Some require patient-created logins, while others require specific release language or portal registration forms. The lack of standardization creates bottlenecks and increases the chance of denied or delayed requests.
2. Increased Delays in Retrieval Turnaround
Navigating dozens (or even hundreds) of unique portals takes time. Staff must be trained on each portal’s workflow, credentials must be maintained, and some portals restrict record access entirely without direct patient involvement. These delays can disrupt litigation discovery timelines or impact claim settlement windows.
3. Cybersecurity and Credentialing Challenges
Each portal adds another layer of access control, often requiring dedicated credentials, multifactor authentication, or verified requestor status. Managing these securely across multiple cases increases both cybersecurity risks and internal resource strain.
4. Burden on Internal Teams
Legal assistants, paralegals, and claims support staff already wear multiple hats. The added time spent tracking portal-specific procedures, following up with providers, and troubleshooting access issues reduces productivity and increases the cost-per-record retrieved.
Implications for Law Firms and Insurance Carriers
For law firms, delays in obtaining records can mean missing discovery deadlines, inadequate time for expert reviews, or weak evidence presentation. For insurance carriers, the inability to secure timely documentation affects claim evaluations, reserve decisions, and overall claim cycle times. In both cases, it also opens the door to potential compliance issues, especially under HIPAA and data protection regulations.
What Can Be Done? Navigating the New Normal
As portal fragmentation becomes the norm, law firms and insurance carriers must evolve their retrieval strategies. Here are some best practices:
✔ Partner with a Scalable Record Retrieval Vendor
Work with a retrieval partner who specializes in navigating provider-specific portals and maintains active credentials across large provider networks. This reduces friction and ensures consistent turnaround times.
✔ Standardize Your Authorization Language
Many delays stem from incorrect or outdated authorization forms. Stay current on evolving provider requirements and ensure your forms include language that satisfies both federal and provider-specific guidelines.
✔ Leverage Technology with Smart Tracking and Automation
Platforms that can track retrieval progress, automate follow-ups, and consolidate communication logs help reduce human error and improve transparency between legal and claims teams and retrieval vendors.
✔ Invest in Proactive Follow-Up Protocols
Some portals allow requests to sit untouched without reminders. A proactive partner can implement automated or scheduled follow-ups to prevent silent delays.
Looking Ahead
Provider portal fragmentation is not a temporary hiccup—it’s a growing reality of the post-digitization healthcare era. And as more providers lean into patient-focused platforms (sometimes at the expense of legal or insurance access), retrieval practices must evolve to match.
The good news? With the right partner and a technology-forward approach, your team can adapt and thrive, even in this fragmented environment.
Compex is built for this evolving landscape. Our retrieval experts and platform are optimized to handle provider-specific portals, follow regulatory changes, and ensure fast, secure delivery of the records you need, so you can focus on resolving your case or claim.
Connect with us to learn how we’re helping firms and carriers reduce delays and reclaim control over their record retrieval timelines.
