Test your Knowledge
Name three special notes you 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?
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
Examples of injuries for a PL 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?
I would explain there are TWO cases here since you were involved in the accident on the clock. I would suggest we could get them connected with our workers comp partner. After they agreed, note BOTH files to ensure that each legal team is aware who is handling which case.
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
EXAMPLES:
Truck will not open, leaking fluid, BOTH vehicles have damages bigger than a bball
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 just want to ask a few more questions for the team to ensure everything is being recorded as it should be."
PC stated that they were backing out of the parking spot in a parking lot when the collusion occur. They state that are 99% sure the OD was at-fault. Is there a red flag here?
Yes! When a PC is backing out of a parking spot, they most likely share part of the responsibility for the accident, given the limited visibility.
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? How does this differ when we are referring out a case?
Send Broadly! Clean-up intake!
We do not send Broadly, unless we are signing for our offices.