The Complete Personal Injury Client Intake Process

Why Intake Matters

Client intake is the first filter for case quality. A systematic intake process helps you identify high-value cases early, set proper expectations, and avoid problem clients.

The 4-Stage Intake Process

Stage 1: Initial Contact (5-10 minutes)

• Answer calls promptly (within 3 rings)
• Gather basic information: name, contact, incident date, injury type
• Assess urgency and statute of limitations
• Schedule full intake consultation if case shows promise

Stage 2: Intake Consultation (30-45 minutes)

• Review incident details thoroughly
• Document injuries and medical treatment
• Identify liable parties and insurance coverage
• Assess damages (economic and non-economic)
• Evaluate case strength and potential value

Stage 3: Case Evaluation (Internal Review)

• Check conflicts of interest
• Verify statute of limitations
• Research liability and damages potential
• Calculate estimated case value
• Determine if case meets firm criteria

Stage 4: Engagement or Decline

• If accepting: Send engagement letter and fee agreement
• If declining: Provide referral if appropriate
• Document decision and reasoning in CRM

Essential Intake Form Fields

Client Information

• Full legal name
• Contact information (phone, email, address)
• Date of birth
• Social Security Number
• Employment information

Incident Details

• Date, time, and location of incident
• Type of incident (auto, slip-and-fall, etc.)
• How incident occurred
• Witnesses (names and contact info)
• Police report filed? (report number)

Injury Information

• Injuries sustained
• Medical treatment received (ER, hospital, ongoing)
• Treating physicians and facilities
• Current medical status
• Pre-existing conditions

Insurance Information

• Client's insurance (auto, health, etc.)
• Defendant's insurance (if known)
• Policy limits (if known)
• Prior claims history

Damages

• Medical expenses to date
• Lost wages
• Property damage
• Other economic losses

Red Flags Checklist

⚠️ Decline or proceed with caution if:

• Statute of limitations is approaching (less than 60 days)
• Client has unrealistic expectations about case value
• Significant comparative negligence issues
• Minimal or no medical treatment
• Gaps in medical treatment without explanation
• Prior attorney conflicts or issues
• Client is difficult to communicate with
• Insurance coverage is insufficient or unclear
• Liability is highly disputed

Best Practices

1. Respond quickly: Contact potential clients within 1 hour
2. Be thorough: Don't rush intake to avoid missing key details
3. Document everything: Use intake forms and CRM consistently
4. Set expectations: Be honest about timelines and potential outcomes
5. Screen carefully: It's better to decline a bad case than take it on

Downloadable Resources

• [Intake Form Template] - Comprehensive form covering all essential fields
• [Intake Checklist] - Step-by-step checklist for every intake
• [Red Flags Guide] - Detailed guide to warning signs
• [Scripts Library] - Sample scripts for initial calls and consultations