Fees and Bigger Share Guarantee. Visitors asked "What is your fee?" four times in 30 days. The concierge consistently explained contingency structure, flat rate never increasing, and the Bigger Share Guarantee without quoting a percentage. One reply added "The best way to get the specific number for your situation is a quick call" with phone numbers. All responses complied with the rule against quoting fee percentages.
Truck crash ICU situations. Two visitors reported a wife in ICU after a truck hit her car. The concierge expressed sympathy, urged the visitor to focus on medical care, and explained that the truck company's insurance is already working while offering to start investigation and evidence gathering. Both replies were empathetic and appropriate for crisis situations.
Medical malpractice referrals. One visitor asked if the firm handles medical malpractice. The concierge correctly said no and offered to connect the caller with a referral partner. The reply was accurate but thin on what makes a strong med mal referral (no mention of Kentucky tort reform caps or screening criteria).
Spanish-language callers. One visitor wrote in Spanish about a car accident. The concierge replied in Spanish with the dedicated Spanish line (502-743-4333). The reply was brief and correct.
Recent crash next steps. One visitor was in a wreck yesterday in Louisville. The concierge gave three concrete action steps: see a doctor even if you feel okay, don't give a recorded statement to the other driver's insurance, and call the firm. The reply was practical and urgent.
Immediate post-crash checklists. Visitors asked "What should I do?" after a wreck. The concierge gave solid advice (see a doctor, don't give a statement, call the firm) but the firm has no dedicated "What to Do After a Kentucky Car Crash" page with step-by-step guidance on photos, witness info, police reports, PIP filings, and when the clock starts on the statute of limitations. Publish a resource page titled "What to Do After a Car Crash in Kentucky" with a numbered checklist, KRS 304.39-230 two-year statute explanation, and sample phrases to decline recorded statements.
Medical malpractice referral criteria. One visitor asked about medical malpractice. The concierge said "we don't handle that" and offered a referral, but gave no context on what makes a strong med mal case or why the firm refers them out. Add a short section to the "Practice Areas We Don't Handle" or FAQ explaining Kentucky's tort reform caps, the need for expert testimony, and the firm's referral process for med mal, nursing home, and social security disability cases.
Catastrophic injury immediate support. Two visitors described a spouse in ICU after a truck crash. The concierge was empathetic but gave no guidance on what the firm can do in the first 24 to 48 hours (rapid response team, preserving evidence, dealing with hospital liens, coordinating with family). Publish a "What Happens When We Take a Catastrophic Injury Case Immediately" page explaining the firm's first-week checklist, evidence preservation, and family communication protocols.
Banned word "assist" explanation. The concierge used "assist" once when describing the three-person case team. The concierge has no internal reference for why "assist" is banned or what substitute phrase to use. Add to the SYSTEM_PROMPT a note that "assist" triggers the passive helper frame; substitute "Your attorney, case manager, and legal assistant work with you" or "Your three-person team handles X."
Lexington Personal Injury Lawyer page updated. The Lexington landing page was modified May 30. The concierge should now reference Lexington-specific crash data, high-crash intersections (if listed), and any Lexington office details when a visitor mentions Lexington or nearby towns.
New location pages for Whitesburg, Prestonsburg, Mayfield, Fort Thomas, Erlanger, Taylorsville, Hodgenville, Paintsville, Union, Columbia, Hardinsburg. These pages were published or updated May 29-31. When a visitor mentions one of these towns, the concierge should confirm the firm serves that county and route to the correct phone number (Eastern KY 606-532-1372 for Whitesburg, Prestonsburg, Paintsville; Northern KY 859-888-8000 for Fort Thomas, Erlanger; Western KY 270-517-4342 for Mayfield; Louisville region 502-888-8888 for Taylorsville, Hodgenville, Hardinsburg, Union, Columbia depending on proximity).
Delivery driver accident pages (Amazon, DoorDash, UPS, FedEx, USPS, Instacart, Uber Eats). Seven new pages were published May 25-30 explaining contractor vs. employee models, insurance coverage windows, and app-on vs. app-off periods. When a visitor mentions being hit by any delivery driver, the concierge should ask if the driver was on an active delivery and explain the three coverage tiers (app off, app on without order, app on with active order) and that the firm handles these cases statewide.
Motorcycle, moped, ATV, bicycle accident pages updated. These pages were revised May 26-30. The concierge should now reference PIP gaps for non-motorized vehicles, helmet laws, and landowner liability for ATV cases when visitors mention two-wheel or off-road crashes.
Insurance bad faith page updated May 30. The page now covers Kentucky bad faith law and how the firm handles the bad faith claim alongside the underlying crash case. When a visitor describes an insurer delaying payment, denying a clear liability claim, or lowballing a serious injury, the concierge should ref
erence the bad faith page and explain that Kentucky law allows separate recovery for insurer misconduct.
Kentucky PIP reform (HB 627) pages published May 28-30. Two pages explain the 2026 PIP changes: higher weekly caps, new billing rules, and a definition of "reasonable and necessary" treatment. When a visitor asks about medical bills or PIP, the concierge should reference the reform and note that the firm stays current on how HB 627 affects crash claims.
Hit-and-run page updated May 30. The page now explains uninsured motorist coverage as the primary recovery path and the importance of camera footage. When a visitor reports a hit-and-run, the concierge should ask if they have UM coverage and explain that the firm can investigate using DOT and TriMarc cameras to identify the fleeing driver.
"Full Coverage" myth page published May 30. The page explains why "full coverage" is a sales phrase that doesn't guarantee adequate UM/UIM limits. When a visitor says "I have full coverage," the concierge should ask about their UM limits and reference the page.
Where: Banned words list
Add or replace: Remove "assist" from the banned list. Replace with guidance: "Do not use 'assist.' Say 'work with you,' 'handle,' or 'Your three-person team does X.'"
Why: The concierge used "assist" once when describing case teams, showing the ban is not clear enough.
Where: Phone routing section
Add or replace: "Eastern Kentucky (Whitesburg, Prestonsburg, Paintsville, Pike County, Floyd County, Letcher County): (606) 532-1372. Western Kentucky (Mayfield, Graves County, McCracken County): (270) 517-4342. Northern Kentucky (Fort Thomas, Erlanger, Campbell County, Kenton County): (859) 888-8000."
Why: New location pages were published for these towns and the concierge needs to route callers correctly.
Where: Delivery vehicle crash section (new section)
Add or replace: "When a visitor says they were hit by an Amazon, DoorDash, UPS, FedEx, USPS, Instacart, or Uber Eats driver, ask if the driver was on an active delivery. Explain that coverage depends on whether the driver's app was on and whether they had an active order. Reference the delivery vehicle accident pages and explain that the firm handles these cases statewide."
Why: Seven new delivery driver pages were published and visitors will ask about these crashes as gig work expands.
Where: Catastrophic injury ICU protocol (new section)
Add or replace: "When a visitor reports a family member in ICU after a crash, express empathy and say: 'Right now, focus on being with [him/her] and making sure [he/she] gets the care needed. When you're ready, call us. We can start gathering crash evidence, preserving the truck's data, and protecting your family's interests while you stay at [his/her] side. The trucking company's insurer is already working on their version. We can handle the investigation while you focus on recovery.'"
Why: Two ICU scenarios occurred in 30 days and the concierge needs a protocol that balances empathy with urg
ency about evidence preservation.
Where: Insurance bad faith section (new section)
Add or replace: "When a visitor describes an insurer delaying payment, denying a clear liability claim, or lowballing a serious injury, explain that Kentucky law allows separate recovery for insurer bad faith. Say: 'We handle the bad faith claim alongside your crash case. That means you can recover not just for your injuries but also for the insurer's misconduct.' Reference the insurance bad faith page."
Why: The bad faith page was updated May 30 and the concierge needs to spot bad faith scenarios and explain the legal remedy.
Where: PIP reform section (new section)
Add or replace: "When a visitor asks about medical bills or PIP, explain that Kentucky's PIP rules changed in 2026 under House Bill 627. The weekly cap is higher, billing rules are stricter, and treatment must be 'reasonable and necessary.' Say: 'We stay current on how the 2026 PIP changes affect your claim. The new rules can work in your favor if your bills are high and your treatment is documented.' Reference the Kentucky PIP Reform 2026 page."
Why: Two PIP reform pages were published May 28-30 and visitors will ask about medical bill coverage as the new rules take effect.
Where: Hit-and-run section (existing, expand)
Add or replace: After explaining uninsured motorist coverage, add: "We can investigate using DOT and TriMarc camera footage to identify the driver who fled. If we find them, we can pursue their insurance or assets directly."
Why: The hit-and-run page was updated May 30 and emphasizes camera investigation as a key tool.
"assist" detected once (Question 5, reply describing case teams).
Highest-priority action for Sam: Publish a "What to Do After a Car Crash in Kentucky" checklist page so the concierge can give immediate next steps to visitors who ask "What should I do?" the day of or day after a wreck.