PI Intake Script Templates: The Qualification Framework for Auto Accident, Slip and Fall, and Truck Accident Cases

Framework 1: Auto Accident Intake Script

Auto accident cases are the highest-volume PI case type for most firms. The intake script for auto cases should move efficiently through liability, injury, and insurance — the three pillars that determine whether the case is workable.

Accident facts (liability foundation)

• "How did the accident happen? Who was at fault?" — The caller's narrative establishes the liability picture before you ask leading questions. Listen for clear fault on the other driver: running a red light, rear-ending, unsafe lane change. Ambiguous fault situations (intersection collisions, lane dispute) are higher risk.
• "Was a police report filed? Do you have the report number?" — An official report documenting the other driver's fault is significant. No report doesn't disqualify the case, but increases investigative burden.
• "Were there any witnesses?" — Corroborating witnesses increase liability strength. Names and contact info should be captured if available.
• "Was the other driver cited?" — A citation is not required, but is strong corroborating evidence of fault.
• "How long ago did this happen?" — Statute of limitations awareness. Flag anything approaching the limit for immediate escalation.

Injuries and treatment (damages)

• "Were you injured? What are your injuries?" — Open-ended first. Let them describe. Soft tissue injuries (neck, back, shoulder) are the most common. Fractures, head injuries, and internal injuries signal higher damages.
• "Did you go to the hospital from the scene, or did you seek treatment afterward?" — Same-day ER treatment creates the clearest causal chain. Delayed treatment is not disqualifying but requires explanation and creates a gap the defense will exploit.
• "Are you still treating? Who are you seeing?" — Ongoing treatment means ongoing damages. Confirm treating providers if possible.
• "Have you missed work because of your injuries?" — Lost wages are an economic damages component. Document employer and approximate income if yes.

Insurance (collectability)

• "Do you have the other driver's insurance information?" — Identify the carrier. Known high-limit carriers (commercial policies, umbrella coverage) signal stronger recovery potential.
• "Do you know if they had insurance? Do you have uninsured/underinsured motorist coverage?" — UM/UIM coverage on the client's own policy is the fallback when the at-fault driver is uninsured or underinsured.
• "Were you in a commercial vehicle or company car at the time?" — If yes, employer liability may expand available coverage.

Framework 2: Slip and Fall / Premises Liability Intake Script

Premises liability cases are more liability-intensive to evaluate than auto accidents. The fault picture is less clear by default — property owners are not automatically liable for injuries on their premises. The intake script needs to probe for the specific elements that create liability.

Incident facts (liability — the critical section)

• "Where exactly did this happen? Describe the location." — Type of property matters: grocery store, apartment complex, commercial building, government property. Government property cases have special procedural requirements including notice of claim deadlines that must be flagged immediately.
• "What caused you to fall? What did you trip or slip on?" — Specific hazard identification is essential. Wet floor with no warning sign, broken stair, uneven pavement, inadequate lighting — each has different liability implications. "I just fell" without an identifiable hazard is a difficult case.
• "Had you ever noticed this hazard before? Do you know if anyone had complained about it?" — Notice is a key liability element in most premises liability cases. Evidence that the property owner knew or should have known about the hazard is often required. Prior complaints or a recurring condition is strong evidence of constructive notice.
• "Was there a wet floor sign or any warning? Was the area well lit?" — Presence of warnings can defeat liability. Absence of warnings where required strengthens it.
• "Were there security cameras in the area?" — Video evidence is often dispositive in premises cases. Early preservation letters may be needed.
• "Was an incident report filed with the property?" — Report creates a record and can establish the property owner's awareness of the event.
• "Were there any witnesses?" — Witness testimony is particularly important in premises cases where the hazard may be disputed.

Injuries and treatment

Same questions as auto accident framework — injury description, treatment timing, current treatment status, lost wages. In premises cases, note that treatment delay is an even more significant liability risk than in auto cases, as defense counsel will argue the client minimized the injury or the fall was not the cause.

Special considerations

• Government property: Claims against government entities typically require a notice of claim filed within 90 to 180 days of the incident, depending on state and entity. If a government entity is involved, flag immediately for attorney review before accepting the case.
• Comparative negligence: "Were you wearing appropriate footwear? Were you looking at your phone?" These questions sound adverse but they are questions the defense will ask. Understanding the client's potential comparative fault exposure early prevents surprises.

Framework 3: Commercial Truck Accident Intake Script

Commercial truck accident cases are structurally different from standard auto cases in several important ways: potential damages are typically much higher, multiple defendants may be liable (driver, carrier, shipper, vehicle owner), evidence preservation is urgent and time-sensitive, and federal regulations govern many aspects of truck operation. The intake script should reflect this complexity.

Accident facts

• "What type of truck was involved? Was it a commercial carrier, delivery vehicle, or other commercial vehicle?" — Identifies applicable regulations (FMCSA governs interstate carriers) and potential defendants.
• "Do you have the truck's DOT number, company name, or any identifying information?" — Critical for identifying the carrier and its insurance. Encourage the client to return to the scene or check photos for placard information if they don't have it.
• "Was a police report filed? Was the driver cited?" — Same as auto, but commercial truck citations carry additional weight given federal safety regulations.
• "Did the truck driver admit fault or make any statements at the scene?" — Admissions in truck cases carry significant weight given the professional driver standard.
• "Were there any other vehicles involved?" — Multi-vehicle commercial truck accidents can involve complex liability chains.

Evidence preservation alert (flag for immediate attorney action)

Commercial truck cases have time-sensitive evidence preservation requirements that intake agents should flag for immediate attorney review, not wait for the standard follow-up process:

• Electronic logging device (ELD) data — driver hours of service records are subject to data retention rules but can be overwritten
• Dash camera footage from the truck cab
• Black box (ECM) data — speed, braking, throttle position before impact
• Maintenance records and inspection logs
• Driver's qualification file — license, training records, drug test history

These preservation issues should generate an immediate escalation note in the handoff, not a routine follow-up. Evidence that is not preserved within days of an accident may be lost.

Injuries and damages

Truck accident injuries are often severe given the mass differential involved. Gather the same injury and treatment information as the auto accident framework, but be alert for: traumatic brain injury indicators (loss of consciousness, confusion, memory gaps), spinal injuries, multiple fractures, internal injuries. These are high-damages cases when they are present.

Insurance and carrier information

• "What is the trucking company's name and DOT number?" — FMCSA database allows lookup of carrier insurance. Interstate commercial carriers are required to carry minimum $750,000 in liability coverage; many carry $1 million or more.
• "Do you have the driver's information?" — The driver and the carrier are typically separate defendants with separate coverage layers.

Applying These Frameworks in Practice

Scripts are frameworks, not rigid sequences. An intake agent who rigidly reads from a script without listening creates a poor caller experience and misses the information that falls between the questions. The frameworks above are the territory to cover — the order and phrasing should adapt to the conversation.

The practical implementation is a structured intake form that mirrors these frameworks, with agents working through the relevant section based on case type, capturing what they learn in the fields provided, and flagging the cases that require immediate escalation based on the escalation criteria for each type.

Agents who internalize these frameworks — not just read them — understand why each question matters, which allows them to probe more effectively when an answer raises a new question and to recognize when a case that presents as routine has a characteristic (government property, commercial vehicle, unusual liability) that changes what needs to be documented.