Personal Injury Intake Script: Questions, Order, and What to Capture First

Personal injury intake is different from every other practice area. The caller is often in pain, confused about the legal process, and calling from a hospital bed or accident scene. The intake script needs to be efficient, empathetic, and structured to capture case-critical details in the right order.

Quick Answer

A personal injury intake script should capture contact information in the first 30 seconds, then ask about accident date, injury type, medical treatment, insurance details, and at-fault party in that specific order. The accident date determines statute of limitations urgency. Injury severity determines case value. Medical treatment status determines timing. Ask these before anything else. Capture everything in 5 to 8 minutes.

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Why Question Order Matters in PI Intake

The order of intake questions is not arbitrary. Each question builds on the previous one and determines what to ask next.

Accident date comes first because it controls urgency. A car accident from yesterday needs a different response than one from 22 months ago with a 24-month statute of limitations. If the statute is approaching, the intake becomes urgent and the attorney needs to be notified immediately.

Injury type comes second because it determines case value. A soft tissue injury has different economics than a traumatic brain injury. This information helps the attorney prioritize callbacks.

Medical treatment comes third because gaps in treatment weaken cases. If the caller was injured 6 months ago but stopped seeing doctors after 2 weeks, the attorney needs to know that before the consultation.

Insurance and at-fault party come fourth because they determine liability complexity. A clear-liability rear-end collision is different from a multi-vehicle accident with disputed fault.

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The Complete PI Intake Script

Phase 1: Greeting and Contact Capture (30 seconds)

"Thank you for calling [Firm Name]. My name is [Your Name], and I am here to help. Before we discuss your situation, let me get your contact information in case we get disconnected."

Capture:

1. Full legal name (first and last)
2. Best phone number
3. Email address
4. How they found the firm

"Thank you, [First Name]. Now, tell me what happened."

Listen for 60 to 90 seconds. Do not interrupt. Take notes on key details: type of accident, when it happened, injuries mentioned, other parties involved.

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Phase 2: Accident Details (2-3 minutes)

Question 1: When did the accident happen?

"When did this accident take place?"

Why this question is first: Statute of limitations. Most states give 2 to 3 years for personal injury. Flag any case within 6 months of the deadline as urgent.

Time Since Accident	Urgency Level	Action
Less than 1 month	Normal	Standard intake flow
1 - 12 months	Normal	Standard intake flow
12 - 18 months	Elevated	Note for attorney
18+ months	Urgent	Immediate attorney notification
Past deadline	Not viable	Explain gently, refer if possible

Question 2: What type of accident was it?

"Can you describe the type of accident? For example, was it a car accident, a fall, a workplace injury, or something else?"

Common categories:

• Motor vehicle (car, truck, motorcycle, pedestrian, bicycle)
• Slip and fall / premises liability
• Workplace injury
• Medical malpractice
• Product liability / defective product
• Dog bite / animal attack
• Construction accident

Question 3: Where did the accident happen?

"Where did the accident take place? City and state."

Why this matters: Jurisdiction determines which court, applicable laws, and damage caps. An accident in a different state may require referral to a local firm.

Question 4: Was a police report or incident report filed?

"Was a police report filed? Do you have the report number?"

If a police report exists, it is the single most valuable piece of documentation for the case. Note the report number and jurisdiction.

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Phase 3: Injury and Medical Information (2-3 minutes)

Question 5: What injuries did you sustain?

"What injuries did you receive from this accident?"

Listen for and categorize:

Injury Category	Examples	Case Value Impact
Soft tissue	Sprains, strains, whiplash	Lower value
Broken bones	Fractures, dislocations	Moderate value
Head/brain	Concussion, TBI, skull fracture	High value
Spinal cord	Herniated discs, paralysis	Very high value
Internal	Organ damage, internal bleeding	High value
Scarring/disfigurement	Burns, lacerations, permanent marks	Moderate to high value

Question 6: Have you received medical treatment?

"Have you seen a doctor or gone to the hospital for these injuries?"

Follow-up based on response:

• Yes, emergency room: "Which hospital? When were you treated?"
• Yes, ongoing treatment: "Who is your current doctor? How often are you being seen?"
• No treatment yet: "Are you planning to see a doctor?" (Note: untreated injuries weaken cases)
• Treatment stopped: "When did you stop? Why?" (Note: gaps in treatment are a red flag for case value)

Question 7: Are you still receiving treatment?

"Are you currently receiving any medical treatment or therapy?"

Note the provider name, type of treatment (physical therapy, surgery pending, pain management), and expected treatment duration. Cases with ongoing treatment have different timing considerations than resolved cases.

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Phase 4: Liability and Insurance (1-2 minutes)

Question 8: Who was at fault?

"In your view, who caused the accident?"

Listen for:

• Clear single-party fault (rear-end collision, proven negligence)
• Shared fault (caller may have partial responsibility)
• Unknown fault (hit-and-run, unclear circumstances)
• Government entity involved (different procedures and deadlines)
• Commercial vehicle or employer involved (different insurance coverage)

Question 9: Do you have the other party's insurance information?

"Do you have the other party's insurance information? The company name or policy number?"

Also ask: "Have you filed a claim with your own insurance company?"

Question 10: Have you spoken with any insurance company about this?

"Has anyone from an insurance company contacted you? Have you given a recorded statement?"

This is a critical question. If the caller has already given a recorded statement to the at-fault party's insurer, the attorney needs to know immediately. Statements made without legal counsel can significantly impact the case.

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Phase 5: Representation Status (30 seconds)

Question 11: Have you hired or spoken with another attorney?

"Have you consulted with or hired another attorney regarding this matter?"

If yes: Determine if they are currently represented (case may not be available) or if they are unhappy with current representation and looking to switch.

If no: Proceed to next steps.

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Phase 6: Next Steps (30 seconds)

"[First Name], based on what you have described, this is the type of case our attorneys handle. Here is what happens next:"

"Attorney [Name] will call you by [specific time/date] to review your case in detail. Before that call, please gather the following if you have them:"

"The police report, any medical records or bills, photos from the accident, and the other party's insurance information."

"We have your number as [confirm number]. Is that the best way to reach you? Is there a time that works best for the attorney to call?"

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Red Flags to Escalate Immediately

Train intake staff to flag these situations for immediate attorney review:

• Statute of limitations approaching (within 6 months of deadline)
• Government entity involved (shorter filing deadlines, often 30 to 90 days)
• Catastrophic injury (TBI, spinal cord, amputation, death)
• Caller is a minor (different statute rules, guardian needed)
• Multiple parties or vehicles involved (complex liability)
• Caller already gave a recorded statement to opposing insurance

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Common Mistakes in PI Intake

Asking about money first. Never open with "How much are you looking for?" or "What do you think the case is worth?" This alienates callers and is irrelevant at intake.

Skipping the accident date. Without the date, you cannot assess statute of limitations. This should always be the first case-specific question.

Not asking about recorded statements. A caller who already gave a statement to the insurance company presents a different case posture. The attorney needs to know before the consultation.

Rushing the caller. PI callers are often emotional. Rushing through questions makes them feel like a number. Give them 60 to 90 seconds to describe what happened before launching into structured questions.

Forgetting to ask about prior attorneys. A caller who is already represented by another firm creates ethical and practical complications. Ask every time.

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Automating PI Intake with AI

Consistent PI intake requires training, supervision, and 24/7 staffing. AI answering services handle this automatically.

KaiCalls runs the entire PI intake script on every call:

• Asks questions in the correct order — contact info first, accident date second, injuries third
• Captures all required fields — no skipped questions, no forgotten details
• Flags urgent cases — statute of limitations approaching, catastrophic injuries, government entities
• Works 24/7 — after-hours PI calls are answered on the first ring
• Bilingual English/Spanish — included at no extra cost
• $69.99/month — no per-minute charges

See how KaiCalls compares in our best answering service for law firms ranking. For intake best practices across all practice areas, read our legal intake best practices guide.

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FAQ

What questions should a personal injury intake form include?

Accident date, type, location, injuries, medical treatment, insurance information, at-fault party, and representation status. These 10 to 11 questions cover everything an attorney needs for initial case evaluation. Contact information (name, phone, email) should be captured before any case questions.

What is the most important question in PI intake?

The accident date. It determines statute of limitations urgency, which controls whether the case is even viable. A case past the statute deadline cannot be filed. A case approaching the deadline requires immediate attorney attention.

How long should a PI intake call take?

5 to 8 minutes. Contact capture takes 30 seconds. The caller's description takes 60 to 90 seconds. Structured questions take 3 to 5 minutes. Next steps take 30 seconds. Calls longer than 10 minutes suggest the script needs tightening or the caller is being allowed to ramble.

Should intake staff discuss case value with callers?

No. Case valuation requires attorney analysis of liability, damages, insurance coverage, and jurisdiction. Intake staff should never quote potential settlement amounts or make promises about case outcomes. Stick to gathering information and scheduling the attorney consultation.

How do I handle PI intake after hours?

Use an AI answering service that runs structured PI intake 24/7. 64% of legal calls come after hours. PI callers are often calling from accident scenes or hospitals at night. KaiCalls answers every call on the first ring and runs the full PI intake script for $69.99/month. See our guide on handling after-hours law firm calls.

What if the caller is too emotional to answer questions?

Let them talk. Empathize first: "I understand this is difficult, and I am sorry you are going through this." Give them time to compose themselves. Then gently transition: "Whenever you are ready, I would like to ask a few questions to make sure our attorney can help you." Forcing structured questions on a distraught caller creates a negative experience and risks losing the lead.

How do I qualify PI cases during intake without rejecting callers?

Gather all information first, then let the attorney decide. Intake staff should never tell a caller their case is not worth pursuing. Capture the details, schedule the consultation, and let the attorney make the evaluation. Callers who are told "we cannot help you" on the phone tell everyone about the experience. Callers who get a respectful consultation, even a brief one, become referral sources. For more on this, see how to convert more legal leads.