A first-call PI intake is not a conversation — it is a structured data collection process wrapped in human empathy. When intake specialists follow a consistent checklist, attorneys receive complete, usable case information on day one. When they improvise, attorneys spend billable hours reconstructing facts that should have been captured in the first 15 minutes.
The 27 questions below cover every category a PI attorney needs to evaluate liability, damages, insurance coverage, and case viability. They are organized into seven sections that follow the natural flow of a first call. Train your intake team to work through all seven sections — not just the ones where the conversation naturally lands.
How to Use This Checklist
These questions are designed for auto accident cases (the most common PI intake type), but the framework applies to slip-and-fall, trucking, and premises liability cases with minor modifications.
Not every question will apply to every call — a caller reporting a solo bicycle accident will have no at-fault driver insurance to collect. Train your intake team to ask every question and note N/A when not applicable, rather than skipping sections. A blank field tells an attorney something different than a missing field.
Target call time: 12–18 minutes. Under 8 minutes means questions were skipped. Over 25 minutes means the intake went off-script.
Caller Identification & Contact
Start every call by establishing who you are speaking with and whether they are the potential client or calling on behalf of someone else. Do not skip contact collection — intake specialists frequently lose track of a warm lead because they dove into the facts without getting a callback number first.
What is your full name and best callback number?
Collect this first. If the call drops, you can call back. Do not assume you will have time to collect it at the end.
Are you the injured person, or are you calling on their behalf?
If calling on behalf of another — a spouse, parent, or adult child — determine the injured person's name and whether they are available to speak. Some firms require the claimant to confirm consent; your intake protocol should specify.
What is the best email address to reach you?
Required for e-sign retainer delivery. Collect this early — callers who reach the retainer step without an email on file often need a follow-up call just to get one.
Accident Basics
The core liability facts. These questions establish what happened, where, and when — the three pieces an attorney needs to begin an initial evaluation.
What type of accident was it? (Auto, trucking, slip-and-fall, motorcycle, pedestrian, other)
Case type determines which qualification criteria apply and which attorney expertise is needed. Do not assume.
When did the accident happen? (Date and approximate time)
Statute of limitations calculation begins here. For most states, the SOL for PI is 2–3 years — but if the call is coming in 18 months after the accident, the attorney needs to know immediately.
Where did the accident occur? (City, state, specific location if known)
Determines jurisdiction. Multi-state trucking accidents and accidents involving government vehicles (potholes, city buses) have special requirements. For slip-and-fall, the location determines property ownership and liability.
How did the accident happen? (Brief description in the caller's own words)
Let the caller describe it first before asking clarifying questions. This surfaces liability facts naturally and often reveals additional defendants or witnesses the caller hasn't thought to mention.
Who was at fault, in your view? Was a police report filed?
The caller's perception of fault matters less than the facts — but it surfaces the liability story quickly. Police report existence is critical: it establishes an official record and often contains the at-fault driver's insurance information.
Injuries & Medical Treatment
Injuries and medical treatment are the core of damages. This section is where most intake specialists spend too little time — rushing through to get to insurance information. Slow down here. The injury and treatment facts determine case value far more than any other section.
What injuries did you sustain? (Ask them to list everything — head to toe)
Do not suggest injuries. Let the caller describe what they experienced. "I have neck pain" is different from "I have a herniated disc at C5-C6 diagnosed by MRI." Document the specific language used.
Did you go to the emergency room or urgent care on the day of the accident?
Same-day treatment creates a documented link between the accident and the injuries. Cases with same-day ER visits typically have much clearer causation arguments than those where the first treatment was weeks later.
Are you currently treating? Where are you being treated and by which providers?
Active treatment confirms ongoing damages. The list of providers tells the attorney which records to request and which lien holders may need to be addressed in the settlement.
Have you had any surgeries or procedures related to the accident? Are any planned?
Surgical cases typically have significantly higher case values. Planned surgeries (spinal fusions, joint replacements) flag cases that will require extended litigation timelines and higher future damage claims.
Did you have any prior injuries, accidents, or medical conditions affecting the same body parts?
This question prevents the single biggest credibility ambush in PI litigation. Defense attorneys will find prior injuries through subpoenaed medical records. Firms that document pre-existing conditions at intake allow attorneys to address them proactively rather than be blindsided at deposition.
Insurance Coverage
Insurance information is what allows the attorney to open the claim and determines the recovery ceiling. Many cases are limited not by liability or damages, but by available coverage — particularly in states with low mandatory minimums. Collect this section completely.
Who is the at-fault party's insurance carrier, and do you have the policy number or claim number?
Often available from the police report or from the at-fault driver at the scene. If the caller doesn't have it, note that the attorney will need to identify it from the police report or accident exchange.
Do you have your own auto insurance? What are your UM/UIM coverage limits?
Uninsured/underinsured motorist coverage is often the primary recovery source when the at-fault driver has low limits or no insurance. Many clients don't know their own coverage limits — document what they know and flag for attorney follow-up.
Has a claim already been opened? Has anyone from an insurance company contacted you?
If an adjuster has already been in contact, the caller may have made recorded statements that could affect the case. The attorney needs to know immediately and will typically advise the client to stop speaking with adjusters until representation is in place.
Do you have health insurance? What carrier?
Health insurance that paid for accident-related treatment creates a subrogation interest that will need to be addressed at settlement. Medicare/Medicaid liens in particular require early notification and separate handling. Knowing this at intake prevents settlement delays months later.
Witnesses, Evidence & Documentation
Evidence preservation is time-sensitive. Witnesses go cold, surveillance footage gets overwritten, vehicle damage gets repaired. Questions in this section prompt clients to preserve critical evidence before it disappears.
Were there witnesses? Do you have their contact information?
Independent witnesses are gold. If the caller has witness information, document it completely — name, phone, address if available. If they don't have it but the police report was filed, the report may contain it.
Did you take photographs at the scene — of the vehicles, the road, any signage?
Photos from the scene before vehicles are moved are among the most valuable pieces of evidence. If the caller has them, advise them not to delete anything and that the firm will ask for them. If they don't, note that dashcam footage or traffic cameras may be available — preservation letters may be needed quickly.
Has your vehicle been repaired or is it still in its post-accident condition?
If the vehicle hasn't been repaired, advise the client to document damage thoroughly with photos before any repairs happen. Once repaired, the physical evidence of impact severity is gone.
Impact on Employment & Life
Lost wages and loss of earning capacity are among the largest damage components in serious PI cases. These questions surface economic damages that might otherwise go uncollected.
Are you currently employed? Did the injuries cause you to miss work?
Missed work creates calculable lost wage damages. If the client is self-employed or a contractor, this is more complex but still compensable. Document employer name, start date of employment, and approximate hourly or salary rate if offered.
Has the accident affected your ability to do daily activities, care for children, or enjoy hobbies?
Loss of consortium and loss of enjoyment of life are real damages that can be significant in jury awards. Callers rarely volunteer this information — ask specifically. A client who can no longer coach their child's soccer team or play golf has a loss-of-enjoyment story that matters.
Are you experiencing any emotional effects — anxiety, sleep problems, fear of driving?
Emotional distress and PTSD are compensable in most jurisdictions but are frequently underreported at intake. Asking directly surfaces these damages early so the attorney can advise on documentation.
Prior Claims, Other Parties & Close
The closing section covers prior legal history, additional injured parties, and the retainer step. Do not skip or rush these questions — they contain information that frequently determines whether a case is accepted and how it is valued.
Have you ever filed a personal injury claim or lawsuit before?
Prior claims create a credibility history that the defense will research. A prior whiplash claim does not disqualify someone — it's information the attorney needs upfront to manage the case narrative. Clients who hide prior claims and get caught in discovery create serious problems.
Have you already spoken with any other attorneys about this case?
Determines whether another firm may have a lien or engagement letter. Also helps understand where the caller is in their decision process — someone who has spoken to three attorneys has different urgency than someone who called your number first.
CRITICAL: Were there other passengers in your vehicle? Were others injured in the accident?
This single question recovers 15–25% more signed retainers from the same call volume. Multi-passenger auto accidents are common and callers rarely think to mention additional injured parties unless asked directly. If there are others, initiate intake for each of them before ending the call or collect their contact information immediately.
Is there anything else about the accident or your injuries that you think the attorney should know?
The open-ended close frequently surfaces material facts that structured questions missed — a witness the caller forgot, a prior statement to the adjuster, a complicating factor like an outstanding warrant or immigration status. Give callers space to add what they think is important.
Quick-Reference Checklist
Frequently Asked Questions
What questions should you ask on a personal injury intake call?
A complete PI intake covers seven sections: caller identification, accident basics, injuries and treatment, insurance coverage, witnesses and evidence, employment impact, and prior claims. The checklist above provides all 27 specific questions organized by section, with notes on why each matters to the case evaluation.
How long should a PI intake call take?
A complete first-call intake takes 12 to 18 minutes. Calls under 8 minutes signal skipped questions. Calls over 25 minutes usually indicate the specialist went off-script or provided legal analysis they're not qualified to give. Structured checklists help intake teams stay in the right time window consistently.
Should you ask about prior injuries during PI intake?
Yes — this is one of the most important questions and one most intake teams skip. Defense attorneys subpoena medical records and will find prior injuries regardless. Documenting them at intake allows attorneys to frame the case appropriately from day one instead of being blindsided at deposition.
What happens if PI intake misses a key question?
Missing key intake questions creates downstream problems: cases accepted on incomplete information, attorney consultations wasted on unqualified prospects, insurance information missing when the attorney tries to open the claim, and prior injuries surfacing late in litigation. Structured checklists prevent these gaps by ensuring every specialist asks every question regardless of how the conversation flows.
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Get a Free Intake AuditPublished by HQ Intake · May 21, 2026 · More Articles