H

Hona

Hona has repositioned around the model, but the platform underneath still stands. The company now markets itself as AI for personal injury firms and Lia as an AI case manager, and the FAQ confirms Lia is priced and contracted separately from what the vendor calls Hona's core platform. That core (client portal, case progress updates, two way messaging, drip campaigns, branding and education) is conventional communication software that predates Lia and is still sold. Remove the models and a working client update product remains; the models power a core capability on top of it.

Accuracy is asserted through operating metrics and never measured as accuracy. The site publishes a 94% check in rate, a response time under four minutes, and a claim that 100% of treatment updates are captured automatically. None of those says how often Lia records a symptom, provider or appointment correctly, and no evaluation, test set or error rate is published on any page read. That matters because the extraction is the product: Lia reads free text client replies and writes structured treatment records that later support a settlement demand, so a misread provider name or date carries into the case file. Tests about primary authority and citators do not apply, since Lia is expressly barred from making legal assertions.

The control structure is complete and published. What runs alone is stated: Lia handles routine treatment phase communication herself, opening contact by text and running check in messages without approval of each one. What constrains her is written by the customer and specific: escalation rules in plain language, with the vendor's own examples being alerts when a client mentions stopping treatment or when a provider appears who is not on the preferred list.

Thresholds are published: physical therapy missed twice in a row, no response for 48 hours, and high priority issues repeating to the case manager every hour until resolved. Review is built in: every conversation is visible to the team, staff can step in at any time, each case manager sees their own cases, and drafts to providers need human sign off before anything goes out. The route back to a person covers the highest risk case: a legal question goes immediately to the assigned case manager, and a call placed from the dashboard is transcribed back into Lia. Enrollment is optional case by case, and the vendor advises firms to exclude clients unlikely to respond well to text.

Named users at named firms, and figures that belong to the platform rather than any of them. People on record with titles and employers include Sofia Escobedo, Assistant at The James Law Firm; Crisely Gonzalez, Case Manager at Omega Law Group; Alexandria Zant at Zant Law Firm; Domenic Martini at Singleton Schreiber; and Bridgett Sanne at Inserra Kelley Cooper Sewell. Firm logos include Isaacs & Isaacs and Nachawati Law.

Separately, the vendor claims more than 500 personal injury firms, a 94% average client intake completion rate and an average response time under four minutes. None of the quoted users carries a figure, and none of the figures carries a customer, date or method. The market statistics on the product page, a 30% reduction in payouts where treatment gaps occur and more than 20% of cases showing a two week gap in the first six weeks, describe the industry, not Hona.

The agreement is published and substantive on confidentiality, and silent on training. Terms clause 8 sets a mutual confidentiality regime with a three year tail and perpetual protection for trade secrets. Clause 13.4(b) requires Provider to stop all use of Customer Data on termination and return or destroy it, certified in a signed instrument. The compliance section states PHI is handled under a BAA with end to end encryption, and clause 9.2 leaves the customer owning Customer Data.

But nothing addresses training on client content, and clause 9.1 runs the other way: the customer unconditionally and irrevocably assigns to Provider all right, title and interest in Resultant Data, a term defined only in a separate Definitions Exhibit that was not read. No matter or tenant segregation is documented, and privilege and work product are not addressed for a system carrying communications between a firm and its clients.

Two published commitments stand out. First, the advice line is a product guardrail, not a disclaimer: Lia is set never to give legal advice or legal opinions, and any question about legal strategy goes straight to the assigned case manager. Second, the vendor commits to telling the client about the AI. Lia introduces herself as an AI from the firm in her first message, described as a requirement rather than an option, with the recommended practice that a person sends an introduction first.

For a client who cannot tell whether an answer is legal advice, that is the disclosure that matters. No jurisdiction limits are named, nothing addresses the firm's own supervision and competence duties beyond the escalation route, and ABA Formal Opinion 512 is not mentioned on any page read.

No governance position is published for a system that talks to injured claimants unsupervised. The home page, the AI case agents product page with its compliance and FAQ sections, the privacy policy and the full Terms and Conditions were read. There is no responsible AI page, named owner accountable for the AI, testing regime before release, or ISO 42001 or equivalent. Nothing addresses whether Lia performs evenly across client groups.

That is a live question for a product that runs in English and Spanish and whose vendor advises firms to exclude elderly clients and catastrophic injury cases from enrollment, an exclusion that implies limits it never describes. The legal advice guardrail and escalation rules are oversight controls, and TCPA and HIPAA compliance are regulatory posture, not model governance.

Deletion is well handled and little else is. Terms clause 13.4 requires Provider, on termination, to stop using Customer Data and return or destroy it, certified in a signed written instrument, with carve outs for legal retention and for backups, archives and disaster recovery systems until deleted in the ordinary course. The compliance section states end to end encryption and PHI handled under a BAA, and clause 5 commits to routine backups, with restoration as the sole remedy for data loss.

Missing are a retention period during the term, any incident or breach notification practice, and a subprocessor list. Clause 1.6 lets Provider engage subcontractors at its discretion with no list and no duty to give notice. Clause 6 defines the security commitment by pointing to the privacy policy, dated 12 September 2022, which predates Lia. The policy covers the product without addressing what happens to client messages and generated records after processing.

A complete, readable allocation is openly published. Terms clause 12.2 caps total liability at fees paid in the twelve months before the act giving rise to it, and clause 12.1 excludes the usual heads of consequential loss. Clause 11.1 gives the customer a real indemnity: Provider defends and holds the customer harmless against third party US intellectual property claims arising from use of the Services, with itemized carve outs.

Clause 11.4 obliges Provider to procure rights, modify or terminate if the Services are enjoined. Clause 10.2 warrants performance by skilled personnel in a professional and workmanlike manner to generally recognized industry standards, and clause 4 adds a 95% availability commitment with service credits. None of it reaches output: clause 10.4 warrants nothing about results being accurate, complete or error free, the indemnity covers infringement rather than a wrong treatment record, and no insurance position is published.

Integrations are numerous and aimed at the systems this buyer actually runs. Fifteen platforms are named on the product page, including Filevine, Clio, MyCase, CASEpeer, SmartAdvocate, Assembly, Smokeball, Lawcus, Salesforce, Lead Docket, Cerenade, Lexamica and AttorneyShare, which is the plaintiff side stack rather than a generic connector list. Direction is stated broadly: Lia sits alongside the case management system and pulls data both ways.

The mechanism is named: enrollment happens through a Chrome extension that gives Lia the case context, and can be triggered by case status changes in the underlying system. No page read says which fields move, in which direction, or what a firm must configure, and the FAQ refers specifics to a sales rep. The dedicated integrations page was not opened and may say more.

Cloud delivery is evident, and neither tenancy nor region is stated. No tenancy model is published and no region option is offered. The only location material is in the privacy policy of 12 September 2022. It says personal data may be stored and processed in any country where Hona or its service providers do business, including the United States, that officials there may be entitled to access it, and that EU Standard Contractual Clauses are used where required for transfers out of the EEA, UK or Switzerland.

That is a transfer disclosure, not a residency offering, and it fixes no processing location. Nothing separates where data is processed from where it is stored.

The compliance section of the product page states SOC 2 Type II audited annually, with the report available on request. It also states HIPAA, with PHI handled under a BAA and end to end encryption, and TCPA, with consent tracked for each outreach and opt outs honored, which is the right standard for a product built on automated texting to consumers. Full documentation is said to be available on request. Nothing lets a buyer test any of it: no auditor, scope, trust services criteria, coverage period or report date is given, there is no trust center or portal, and the request route is stated but not described. The standard is named in prose with an annual cadence, not just as a badge.

Nothing is published about the model supply chain a customer inherits. Hona markets an AI agent that texts and calls clients, transcribes calls, extracts structured medical information and works in two languages. Yet across the home page, the AI case agents page with its compliance and FAQ sections, the privacy policy and the full Terms and Conditions read, no model, model provider, inference location or change notice commitment appears.

There is no subprocessor list, and the agreement runs the other way: clause 1.6 lets Provider engage subcontractors at its sole discretion, with no duty to name them or notify the customer. No reference to an underlying model layer is published at all.

There is no pricing page, yet the charging structure is published in detail in the contract. The site's Pricing link leads to a demo booking, and the FAQ answers pricing and contract term questions by referring buyers to a sales rep. The Terms and Conditions publish the whole model. Fees are Recurring and One-Time Fees against an Initial User Count and a Case Tier Limit, with Excess User Fees, Case Overage Fees and Text Overage Fees defined.

The text allowance is a formula, the Case Tier Limit multiplied by fifty, with the vendor's example of 12,500 texts for a 250 case tier over twelve months. One real rate is published: 1.5 cents per text beyond the allowance. Fee increases need thirty days' notice, and renewal is annual and automatic. The unit and structure are stated, but no plan price is published at any level.

The focus is stated sharply. Hona describes itself as built for personal injury firms, repeats it in the site footer, and writes its product page entirely around the treatment phase of a PI case: providers, appointments, treatment gaps and symptom capture. Eight practice types have their own pages: personal injury, workers compensation, bankruptcy, mass tort, employment, criminal, immigration and family law. The vendor also states real limits.

Enrollment is optional per client, and firms are advised to start with active treatment soft tissue cases and exclude clients unlikely to respond well to texts, naming elderly clients and catastrophic injury cases. Firm segmentation is missing: nothing addresses solo versus large firm, in house or government use, and the practice pages beyond personal injury are thinner than the core.