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Call centers in the personal injury world, a new phenomenon

By Special Guest
Marinus Nutma
September 23, 2020



With personal injury you may think of an accident, injury and lawyers who recover the injuries from victims. You will not immediately think of a call center for personal injury. But there is a noticeable trend whereby personal injury cases are increasingly being handled by telephone and e-mail. Call centers also have a place in this that could grow in the future! Interesting to investigate.

What is Personal Injury?

Personal injury is the damage someone incurs from an accident or dog bite. Consider, for example, a car accident in this context. In these accidents people sometimes suffer serious injuries, such as fractures, brain injuries and / or whiplash. But it also happens that a cyclist is hit (Dutch: fietser aangereden). Cyclists in particular will be seriously injured in an accident.

The damage suffered by the accident is personal injury. This damage consists of material damage such as loss of income due to incapacity for work and suffering money. This is compensation for pain, sadness and psychological complaints.

The role of a call center in personal injury claims

In case of personal injury after a car accident or bicycle accident, you do not immediately think of a call center. But did you know that tens of thousands of road accidents happen every year? Particularly at the large law firms and personal injury agencies, it is then not possible for a personal injury lawyer or personal injury lawyer to conduct an intake with the victim.

Victims of personal injury used to report a file directly to the law firm. Nowadays, the intake interviews are done much more often by employees of a call center. On the basis of a questionnaire, they ask what happened to the personal injury victim, what complaints he or she had from the accident and what damage was suffered as a result of the accident. This may concern medical costs, but also incapacity for work.

After the call center employee has asked all questions, a report of the call is drawn up. This report is sent to the attorney or lawyer who is acting.

Not only the intake is sometimes already performed by a call center employee. They also sometimes serve as the first point of contact for a law firm or personal injury lawyer. In addition, call center employees are increasingly being used to make appointments. In this way, personal injury lawyers and personal injury agencies have more time to do what they are good at: recovering personal injury claims from the liable party.

The fact that call centers are increasingly involved in personal injury claims means that call centers can further expand their activities. This is also good for employment.

Conclusion

Much is changing in the field of personal injury. We also see this reflected in the use of call centers. These are used more often and it is likely that this will only increase in the future.



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