Personal Injury Intake Checklist: What to Capture on Every Call

Personal Injury Intake Checklist: What to Capture on Every Call

A personal injury intake call is a qualification conversation and a client acquisition call simultaneously. The coordinator is gathering the information needed to assess the case while also building the trust and urgency that converts a caller into a signed client. Both objectives require a structured approach.

The checklist below covers every major category of information that should be captured during a personal injury intake call. It is organized by section to match a natural call flow: establish rapport and the situation, gather accident details, assess liability, document injury, capture insurance information, check the statute of limitations, assess medical treatment status, note prior injuries, evaluate employment impact, and close with a read of the caller’s emotional state and decision readiness.

Use this as a training document, a call guide for coordinators, and a quality review checklist for managers.

Section 1: Accident Details

The accident details establish the basic facts of the incident. These must be gathered precisely, as they determine whether a case is viable and will become the foundation of the initial case assessment.

• Date and time of the accident
• Location (street address, city, state, intersection if applicable)
• Type of accident (motor vehicle, slip and fall, premises liability, product liability, other)
• How the accident occurred (brief description in the caller’s own words)
• Who else was involved (other drivers, property owners, bystanders)
• Whether a police report was filed, and the report number if available
• Whether photos were taken at the scene
• Whether witnesses were present, and whether their contact information was obtained

Section 2: Liability Questions

Liability is the threshold question in any personal injury case. The coordinator does not need to make a legal determination, but they need to capture enough information to allow an attorney to assess whether liability is likely, contested, or unclear.

• Who does the caller believe was at fault, and why
• Whether the at-fault party acknowledged fault at the scene
• Whether there were any contributing factors on the caller’s side (speeding, distraction, trespassing, prior knowledge of a hazard)
• For vehicle accidents: whether the other driver was cited, had a commercial license, or was driving a work vehicle
• For premises liability: whether the property owner knew or should have known about the hazard
• Whether there is any dispute about what happened

Section 3: Injury Documentation

The injury is the heart of the damages claim. Coordinators should capture a complete picture of the physical harm, including the immediate injuries, any injuries that developed over the following days, and the current status of those injuries.

• Nature of injuries (describe in the caller’s own words, then list specifically: fractures, soft tissue, head injury, spinal, burns, lacerations, internal injuries, psychological)
• Body parts affected
• Whether symptoms developed or worsened in the days after the accident
• Current status of injuries: healed, ongoing, worsening
• Whether the caller has photos of visible injuries
• Whether the caller has experienced any cognitive or neurological symptoms (memory, concentration, headaches, vision changes)

Section 4: Insurance Information

Insurance information determines what recovery options are available. Capture as much as the caller knows at the time of the intake call. Missing information can be followed up on later, but getting what is available during the first call saves time.

• Caller’s own insurance carrier and policy number (if known)
• Whether caller has uninsured or underinsured motorist coverage (for vehicle accidents)
• At-fault party’s insurance carrier and policy number (if known)
• Whether an insurance claim has already been filed, and by whom
• Whether the caller has already spoken with any insurance adjuster
• Whether the caller has signed any documents or given any recorded statements to an insurance company (critical: flag immediately if yes)

Section 5: Statute of Limitations Check

This is not optional. Every intake coordinator must know the statute of limitations for personal injury in their state and must flag any case where the deadline is approaching. A case that would otherwise be strong becomes worthless if the statute expires before a claim is filed.

• Date of the accident (confirm against state statute of limitations)
• Whether the caller is a minor (tolling provisions may apply)
• Whether the at-fault party is a government entity (notice of claim deadlines may be much shorter, often 90 to 180 days)
• Whether the caller was incapacitated for any period that might affect the limitations clock
• Flag any case where the statute expires within 90 days as urgent

Section 6: Medical Treatment Status

Medical treatment documentation is the primary basis for quantifying damages. Coordinators should capture a complete picture of what treatment has occurred and what is ongoing.

• Whether the caller sought medical treatment after the accident (emergency room, urgent care, primary care, specialist)
• Date of first medical visit
• All healthcare providers seen since the accident
• Diagnoses received (in the caller’s own words if the caller does not know the medical terminology)
• Whether treatment is ongoing and what type
• Whether there are gaps in treatment (critical for opposing counsel to exploit)
• Whether the caller has followed all medical recommendations
• Approximate total of medical bills to date
• Whether the caller has health insurance and whether it has been billed

Section 7: Prior Injuries

Prior injuries are relevant because opposing counsel will attempt to argue that current injuries are pre-existing and not caused by the accident. The coordinator needs to capture this information so the attorney can develop a response strategy.

• Whether the caller has any prior injuries to the same body parts affected in the accident
• Prior accidents or incidents that resulted in injury claims or litigation
• Pre-existing medical conditions that affect the injured areas
• Whether the caller was under medical care for any of these areas before the accident

Do not frame these questions as accusations. Frame them as case preparation: “I want to ask about your medical history so we can anticipate anything the other side might raise. This is confidential and helps us prepare.”

Section 8: Employment and Income Impact

Lost wages and diminished earning capacity are significant components of damages in many personal injury cases. Capture the employment picture completely.

• Caller’s employment status at the time of the accident
• Whether the caller has missed work due to the injury
• Number of days or weeks of work missed
• Whether the caller has returned to work, and whether at full or modified duty
• Whether the injury has affected the caller’s ability to perform their job going forward
• Type of work (physical demands relevant to injury impact)
• Approximate income (hourly rate, salary, or estimate of lost wages to date)
• Whether the caller is self-employed or a business owner (lost business income may be recoverable)

Section 9: Emotional State Assessment

This is the section most intake checklists omit, and it is often the most important for conversion. The coordinator who reads the caller’s emotional state accurately will know when to push toward commitment and when to slow down and listen first.

• Is the caller in acute distress? (If yes, slow down, acknowledge before proceeding)
• Does the caller seem uncertain about whether to pursue legal action? (If yes, address hesitation directly)
• Has the caller already spoken with another attorney? (If yes, do not criticize. Understand what they are still looking for.)
• Does the caller have strong family or social support, or are they isolated? (Isolated callers may need more reassurance)
• What is the caller’s primary motivation: financial recovery, accountability, or preventing it from happening to someone else? (Understanding motivation helps tailor the close)

Closing the Checklist Call

A comprehensive intake checklist is only as valuable as the close that follows it. After gathering this information, the coordinator should summarize what they heard, confirm it is accurate, and then move clearly to a next step.

“Based on everything you’ve shared, this is exactly the type of case our attorneys handle, and it sounds like there is a strong basis for a claim. The next step is a free consultation with one of our attorneys. They will review the details personally and give you a clear picture of your options and what your case may be worth. Can we schedule that now while I have you?”

If all the information has been gathered well and the caller feels heard, the close should follow naturally. The checklist is the foundation. The close is the structure built on it.

Learn More

eNZeTi helps intake coordinators work through qualification frameworks like this one in real time, surfacing prompts when critical checklist items are missed during a live call. To see how it works, visit enzeti.com.