What does an MVA claimant replacement guarantee cover?

An MVA replacement guarantee should correct defined defects that existed when the claimant was delivered. It should name the covered grounds, the request deadline, the evidence required, and the effect of approval, while excluding later case results that the acquisition vendor cannot establish at delivery.

What is a replacement guarantee supposed to do?

A replacement guarantee preserves the conforming volume in a written order. When a delivered claimant meets a listed ground and the request is approved, the original delivery stops counting and a conforming delivery replaces it at no added charge.

That is different from a broad retail-style return policy. A case is a developing legal matter, and later events can change without showing that the delivered record was defective. A workable policy therefore compares the facts present at delivery with the criteria and verification promised for that format.

Five parts should be visible before a firm buys:

If any part is left to a sales conversation, the firm cannot price the protection or administer it consistently.

Which defects does Velocity Axis cover?

The published Replacement Grounds depend on delivery format. A ground that applies to one handoff does not automatically carry into another.

A criterion failure includes the absence of a recoverable policy when available recovery coverage is written into the order. It can also involve accident recency, injury eligibility, treatment timing, fault, representation status, prior settlement, or geography. The executed criterion in effect at delivery controls.

For Live Transfer, the same claimant transferred within the prior 30 days is neither billed nor counted. That duplicate rule prevents the event from becoming a billable unit, so it does not need the post-delivery replacement path.

The unreachable-after-assistance ground applies only to Signed Retainer Delivery and only when the executed order turns it on. It is off by default. Contact assistance itself remains available when the firm has difficulty reaching a signed claimant.

Why do the grounds differ by delivery format?

Each format promises a different handoff and uses a different billable event. The replacement policy follows the evidence and responsibility attached to that event.

Under Signed Retainer Delivery, the claimant completes OTP verification, confirms the case answers during a live call, and signs the firm’s representation agreement before delivery. A later unanswered call does not make the number dead or wrong. The firm can request contact assistance, and an order may add the separate unreachable-after-assistance ground.

Under Live Transfer, the claimant is screened live and sent to the firm’s confirmed intake line. The transfer becomes billable when sent during stated intake hours, whether or not the firm answers. A missed call belongs to the handoff rule, not the replacement table.

Under Claimant Delivery, no live qualification call occurs before delivery. The mobile number is OTP-verified, while case answers remain claimant-stated. Because the firm receives a record to contact, a disconnected number, number not in service, or number routed to the wrong party is a listed ground.

The distinction keeps the guarantee tied to what was sold. A vendor should not advertise one broad promise that ignores how the claimant reached the firm.

What counts as a failed written criterion?

A criterion mismatch is a demonstrable difference between the delivered facts and an Exhibit A condition at the time of delivery. The comparison needs two records: the executed criterion and the delivered claimant record.

Suppose the order requires no treatment gap over 30 days. The delivered record shows a 45-day gap. That record failed the written ceiling at delivery and can be reviewed under the criterion-mismatch ground.

Now suppose the record shows a 20-day gap, but the firm later decides the case is less attractive than expected. The 30-day criterion was met. The later assessment does not rewrite it.

The same method applies to geography and coverage. A claimant outside the selected ZIP codes can be compared with the order. A claimant who lacks the recoverable coverage required in Exhibit A can be compared with that condition. General disappointment cannot be measured against a field that was never written.

What never qualifies by itself?

The published exclusions separate acquisition defects from legal outcomes after delivery.

These events can matter greatly to the firm. They still do not prove that the claimant failed a delivery criterion. A later event creates replacement eligibility only when the record separately satisfies a listed ground.

This is where vague market language causes trouble. Terms such as bad case, low quality, or did not work out have no fixed comparison point. A written policy should force the discussion back to a date, field, format, and ground.

When must the firm submit the request?

The dashboard delivery timestamp starts the request window. The applicable deadline is based on format:

The absence of an evidence-attachment requirement for Claimant Delivery does not make the request automatic. The record still must meet a listed ground. For the other formats, late or undocumented requests are not considered.

A timely request stays timely when the decision arrives after the submission window closes. Velocity Axis decides a submitted flag within 48 hours. A record not flagged inside its window is accepted as valid.

What happens after approval?

Approval removes the original delivery from counted order volume. The next conforming delivery takes its place at no added charge and follows the regular pace. The Replacement Policy uses replacement as the remedy for a delivered unit; refund rules apply separately to undelivered volume or an uncured material breach.

Signed Retainer Delivery has one added step. Replacement proceeds after the firm confirms that its attorney-client relationship with the replaced claimant has ended. Until that confirmation, Velocity Axis remains bound by its exclusivity commitment to that claimant.

For Live Transfer and Claimant Delivery, exclusivity ends on approval. Across all formats, exclusivity binds Velocity Axis rather than restricting the claimant’s choice of counsel.

How should a firm compare vendor policies?

Ask each vendor to put the complete rule in writing before launch. The document should identify the billable event, format-specific grounds, duplicate period, request clock, evidence standard, decision process, counted-volume treatment, and exclusions.

Then test examples against the text. Use one obvious delivery defect, one late case development, one duplicate, and one contact problem. If the answer depends on discretion that does not appear in the policy, the guarantee is not yet specific enough to price.

The firm should also confirm where the source record lives. A dashboard entry with the delivery timestamp, criteria fields, and request function makes the clock and evidence traceable. Email promises alone make later review harder.

What Velocity Axis does

Velocity Axis publishes the replacement grounds, request deadlines, approval process, and excluded outcomes. Every claimant record appears in the dashboard with the timestamp that starts the applicable request window.