Sign or Turn Down
A PC calls in and tells you they were involved in a MVA case where there was 6 scratches to the bumper of their vehicle and little to no damage to the other driver vehicle. If everything else met criteria, can we sign or turn down?
What is Turn Down. Property Damage does not meet criteria. We want to hear that the property damage/Dent is larger than a basketball.
What is a "He said She said" case?
What is No one charged or cited at fault at scene of accident? (Questionable Liability Insurance companies will point the finger at the other as no one wants/or will agree to pay)
PC calls in and states they were at a business in what they identify as a "high crime area" and were injured by an individual who was robbing the business. Your first though is that this could be a negligent security case. What is the first question we would ask in this situation?
What is "Is security required at this business or do the surrounding business have a requirement to have security"?
If ever in doubt, Bren can approve or deny these cases for signing.
You have discounted a potential client to 33% and send them 33-40% docs. They look at them and ask you what is the 40% and questions you about why it is on there if they are being discounted to 33. How do you respond?
What is notify the potential client that 40% is the standard for firms who have to file a law suit if the insurance company will not pay what the PC is entitled to. Further assure them that we settle the majority of our cases outside of court due to the insurance company not wanting the case to have to go to court, but that no steps would be taken without their legal team speaking with them about it prior.
If we feel the need to review a case...What information should you give to your intake leader via teams, phone call, or RC call in order to have a decision made on the case? How long should a review take?
What is full details.... If MVA: State, DOI, What happened, Treatment, Who is at fault, PR info, Injuries, Insurance etc.
If premise: State, DOI, What happened, was a report completed, Had they been through the area before, Liability accepted denied or neither, Treatment, Injuries etc.
Quick and precise reviews to minimize the time your potential client is on hold and so it does not make your call times longer.
PC calls in and tells you that they were assaulted by an employee of a business. Can you sign or turn down?
What is Turn Down. We are not signing any assault cases.
If a PC is charged at fault but says that it was later deemed that the OD was actually at fault or that their charge was dropped when they went to court. Which of these would you have to take into consideration to determine if we can sign?
What is the PC being originally charged at fault as it would not matter if anything was changed or dropped down the line. We would have to have Serious Injuries or DUI present.
When sending an email to attorney review, who should always be CC'd on the email and why?
What is Intake Leaders and this ensures that there will be eyes on the email so that it can be handled as soon as instructions are given if you are no longer on shift?
If you have someone on the line, who you are aware is not the PC, but are calling on behalf of PC, what steps should you take?
What is
1. Ask if PC is available/present or can be added to the call prior to completing intake
2. Provide our contact information and have 3rd party provide to PC for us to connect
3. Schedule a time where PC will be present with caller for us to connect
We cannot allow anyone other than PC to sign documents.
Anytime you handle any action for a file in LD, whether it is your PC or not, what should you do before exiting the LD file?
What is notate the file on everything that you did during the call and system.
If you have a PC call in, who states that they have been extended an offer from the insurance company. Can you sign or are their necessary steps to take from this point forward?
What is we want to gather necessary information PC has (medical bills, percentage of attorney if they have the info etc) and Call Attorney review as they are the only ones who can make a final decision of if we will be able to do better or are not interested in the case.
If a PC is on the line and has specific questions about a WC case and how any decision they make will affect their job or case, what should we do instead of giving advice?
What is Let the PC know that they will be speaking with the WC attorney who will be able to let them know the specifics about their case and connect them with referral partner via WT.
When is the appropriate time to fill out all 3 boxes of marketing source details? AND If you are ever unsure of any of the boxes or Marketing Source in general what should you do?
What is at the time the source is given at time of call or in when chat lead is given? If you are unsure always ask an intake leader or place note and send to Intake admin for assistance.
You have a CA MVA that meets criteria and you want to sign. What documents do you send to the PC?
What is 40% Contract Other states + HIPAA.
If you have a PC that calls in and states that they would like for us to take on their case, which is less than 6months to statute. What must be present for us to even consider taking this case? Furthermore, who would have to approve such?
What is Serious Injuries or DUI must be present and Attorney Review should be contacted immediately to approve or decline as intake leaders would not be able to make the judgement call on these.
PC calls in and stated that they were involved in a MVA on 2/2/26. They stated that they went to the Doctor after the incident and have not needed to go back since as they were not seriously injured. No one was charged with DUI. The Other Driver was charged at fault and has insurance. PC vehicle has a dent larger than a basketball. Can we sign or Turn Down?
What is TD. There is no follow up treatment within 2 weeks of initial tx or incident. NO SI or DUI
You have been tagged in an email by me where you are being asked to make contact with a client that the Legal Team has not been able to reach since they were signed. How often should you try to reach the client and update the email thread?
What is several times a day both with contact and updating the email so that everyone knows you are on it?
If you feel as though you are not going to be able to sign a PC on your initial call, what steps should you take?
A. Schedule a call back for later in the afternoon.
B. Offer a call back later.
C. Attempt to get over to an intake leader if all steps have been taken to sign.
D. Allow PC to get off the line since that is what they want to do.
What is C- Go ahead and attempt to get over to an intake leader if all steps have been taken to sign.
Your chances of us getting a PC back on the line after not signing on initial call decrease by 60% after they are released from the call.
You are wanting to sign a FL MVA that meets all criteria after reviewing... What docs do you sign?
What is FL Monge Agreement + HIPAA
If you take an email lead and the PC on the line says "NO", "Not interested", "No thank you" or responds via texts and says "stop" or any of the previous things.....Should we
A. Keep in chase and continuously follow up
B. Respond with "Please give me a call"
C. Close out and clear chase
D. Contact an intake leader via teams
What is C. Close out and Clear chase.
PC speaks with you and states that they walked into a store and entered an aisle. They stated that they turned around and came back up the same aisle, when they slipped and fell on water on the floor. They injured their arm and elbow and was taken to the ER via EMS. PC received follow up treatment and filed a report with the business. Can we sign or Turn Down?
Turn Down PC was in the same area moments before without incident (Past Traverse).
PC has specific questions regarding lines in documents that you are unsure how to address. What should you do instead of saying you are not sure or trying to answer Document specific questions?
What is Contact Attorney Review list to see if we can get PC immediately connected with an attorney if during normal business hours. (Call entire attorney review list in order)
If PC requests to speak with an attorney before signing and we are unable to get them connected with an attorney after trying the entire Attorney Review list, what is Scotts requirement for us to do before letting PC off the line to ensure that we are able to reach them at that moment?
What is get a specific time for call back and the time zone PC is in so that we can ensure they will be available at the time of the call?
A potential client asks you what they are signing after you send documents. What is your response?
What is this is the documents that give us permission to work on your case....You are agreeing to 3 things
1. You agree for us to get started on your case immediately
2. You agree that we will handle everything including communication with the insurance company. Dont speak with anyone about the details of your case unless it is about the property damage.
3. There are no fees or costs unless we are able to settle your case and win!
What is the protocol for reviewing WC cases?
What is go ahead and get contact information and Warm Transfer to Referral Partner after completing intake. All WC cases should be sent directly to the Referral Partner to determine if they are interested vs calling myself or Liv for review as long as PC is W2 employee. Only exception is when you call JR to see if he wants us to sign for him.