Test your Knowledge
Name three special circumstance notes you should/would list on the file.
EXAMPLES
**DUI loss
**TT loss (TT = tractor trailer)
**Commercial vehicle loss
**Serious Injury Loss
**Catastrophic Injury Loss
**UM claim
**SC loss (insert 2 letter state abbreviation – with the exception of GA)
**ER Only
**PC has no HI and needs help with FU TX
**PC has Medicaid (Medicare) and needs help with FU TX
**PC previously represented by (insert name of law firm)
**Spanish speaker (or language PC speaks-we have interpreter line available for all languages)
**Companion case – John Doe and Jane Doe
**Litigation needed – # months to SOL
**33%/40% (insert whichever fee % applies) per (name or initials of manager/supervisor/attorney)
**Signed on caution per (name or initials of manager/supervisor/attorney), (you can also put the reason-“due to serious injury” or “at fault party unknown”)
RUN THIS CASE:
Things to highlight
-MVA OH, DUI case - OD crossed the yellow line causing the accident, everything meets criteria - property damages and PC had TX
What are examples of active listening? How does active listening benefit you during intake process?
Building off something the PC just said, referencing something the PC said earlier in the conversation, using empathy, trying to connect with the PC to build rapport- Prevents you from spending extra time asking a question PC already provided information on or answered cuts down on call times and shows you were actively engaged during the call
Examples of injuries for a Product Liability case
Injuries:
-Disfigurement
-Loss of limbs
-Burns
-MILLION Dollar bar
RUN THIS CASE:
Things to Highlight:
MVA MO, OD T-boned PC, only red flag is that PC has not had TX and the accident occurred on 4/12/2026
What are examples of empathy statements?
"I am so sorry you are going through this."
"I can't imagine what you are feeling."
"This must be so difficult - I hate to hear that anyone is going through this."
If we are handling the MVA case, and the PC happened to be at work when the accident occurred, how would you handle?
Verify if there is a separate WC claim and Explain that there are TWO cases here since they were involved in the accident on the clock. Advise the client we will gather information for the second case type and make sure BOTH files are created in Lead Docket. WT to Referral Partner
RUN THIS CASE:
PC was checking out at the cash register when he step away and slipped on water. Thinks water was leaking from underneath - happened in VA on 4/19/2026. Red flag no one apologized and has not heard from the store
How should we address a PC on the phone?
First name :)
Examples of damages for a parking lot case.
EXAMPLES:
Trunk/Door/Hood will not open or close or leaking fluid More than $3000
Run this case:
MVA OH - happened 4/17/2026 - Red flags PC left the scene before the police arrived, No injuries, minimal property damages
What are ways we can refocus a PC?
"Thank you so much for explaining this to me, just a few more questions for you to make sure I am getting all the details."
"I have a few more questions to make sure I have all of the information regarding your specific case.
PC calls in and states they were involved in a MVA on 12/2025 in GA. They advised that the OD was charged at fault by the police and that they received treatment at the VA shortly after the incident. They have been back to the VA several times since the incident for f/u. They have not heard from the OD insurance, but want to know if we can assist. Would you sign or Turn Down? Are there any red flags?
We would not want to sign unless DUI is present. All treatment was completed at the VA and there would be no value for medical.
RUN THIS CASE:
MVA VA - happened 3/25/2026, major red flag PC was cited AFD on the police report
What should we do at the end of every sign-up call?
Welcome to firm/Kiss Goodbye! Send Broadly! Clean-up intake! Push to filevine!