Recommended Case Phases & Suggested Client Messages

How Phase Messaging Works in Quilia

In Quilia, firms set up phase messages at the start. These messages are automatically sent to clients when the firm updates the case’s phase (matter, stage, class, etc) in their case management system.

This means:

✅ You only need to configure messages once.

✅ When a case moves forward, Quilia automatically notifies the client.

✅ Clients stay informed without your team needing to manually send updates.

Step 1: Setting Up Your Case Phases in Your Case Management System

Before you can use Quilia’s automated messaging, ensure that your case phases are set up properly in your case management software (Clio, MyCase, Filevine, etc.).

If your system already has phases configured, skip to Step 2 to add messages. If not, follow these steps:

1. Decide on your case phases.

• Workers’ Compensation and Personal Injury cases typically follow a set structure (see recommended phases below).

1. Check how your case management system handles phases.

• Some systems use statuses, stages, or classes instead of "phases." Ensure you understand where phase updates should be made.

1. Create or rename your phases.

• If your software allows customization, align phase names with what makes sense for your workflow.

1. Test an update.

• Move a test case through different phases and ensure Quilia receives the updates correctly.

Step 2: Writing Your Phase Messages

Once your case phases are set up, you can create clear, informative client messages for each one.

Tips for Writing Phase Messages:

✅ Set expectations (e.g., how long this phase takes, what happens next).

✅ Provide next steps if the client needs to take action.

✅ Avoid legal jargon, and keep it client-friendly.

✅ Mention Quilia app features (e.g., "Upload documents in the Quilia app").

Suggested Phases and Messaging

The messages below are starting points for the phase structure, not finished copy. Before you write the real ones, read Writing Messages Clients Actually Understand and the guide for the specific phase you are working on. They go much deeper, and they will save you a rewrite later.

One rule from that guide is worth repeating here, because it shapes every message on this page: write the state, not the moment.

A phase message tells you exactly one thing, which is that somebody moved a case into a bucket with that name. It does not tell you when the underlying event happened, or which step inside the phase is finished. So describe what the stage involves, never what the firm just did.

“We have sent your demand to the insurance company” is a guess. The phase may have been set a week early, or three weeks late, or by someone clearing a backlog on a Friday. “Your case is in the demand stage, and here is what that involves” is true no matter when the phase was set.

For complete, copyable messages that already follow this rule, see Example Phase Messages.

Motor Vehicle Accident (MVA) & General Personal Injury Case Phases

1. Intake – Initial consultation, case evaluation, and signing agreements.

• Suggested Message: “We’ve started working on your case. Here’s what to expect in the next few weeks…”
• Consider including: How long intake takes, what documents the client should provide, and what happens next.

1. Documentation – Gathering medical records, police reports, and other key evidence.

• Suggested Message: “We’re collecting all necessary documents to build your case. If you receive any new medical records or bills, please upload them in the Quilia app.”
• Consider including: The importance of complete documentation, how clients can help, and estimated timeline.

1. Treatment – The injured party is actively treating with doctors, therapy, and rehab.

• Suggested Message: “Your treatment is one of the most important parts of your case. Keep attending all appointments and track your progress in the Quilia app.”
• Consider including: The importance of following the treatment plan, reporting pain levels, and updating any changes in condition.

1. Demand – The attorney prepares and sends a demand letter to the insurance company.

• Suggested Message: “We’re preparing to send a demand for compensation. This process can take some time, but we’ll keep you updated on any responses.”
• Consider including: Expected timeline for negotiations, what a demand letter includes, and next steps.

1. Negotiation – Settlement discussions with the insurance adjuster.

• Suggested Message: “We’re in discussions with the insurance company. Settlement offers can take time, and we’ll let you know when we receive an offer.”
• Consider including: That negotiations can take multiple rounds, what happens if an offer is too low, and whether the case might need to proceed further.

1. Complaint – Filing a lawsuit if a fair settlement isn’t reached.

• Suggested Message: “Your case is now in the litigation stage. This is a normal step and it does not mean anything has gone wrong. Most cases still settle without a trial. Please do not post about your injury or your case on social media.”
• Consider including: That most cases settle without a trial, which is the single most reassuring true thing you can say here and clients almost never know it. Also the social media warning, which is the client behaviour most likely to damage a case. See What to Say in a Litigation Phase Message.
• Do not: Say “we are filing the papers today.” The phase does not tell you that, and it is a guess the client will repeat to family.

1. Discovery – Both sides exchange evidence, take depositions, and build their cases.

• Suggested Message: “We’re in the discovery phase, where both sides gather and share evidence. You may need to answer written questions or give a deposition.”
• Consider including: The importance of cooperation, preparation for depositions, and next steps.

1. Trial – If no settlement occurs, the case proceeds to court.

• Suggested Message: “Your case is heading to trial. We will guide you every step of the way and help you prepare.”
• Consider including: The trial process, possible court dates, and expected outcomes.

1. Settlement – The case resolves before or during trial, and funds are disbursed.

• Suggested Message: “Your case has settled. Settling is not the last step, so here is what is left: paperwork to sign, the insurance company sending the funds, then the bills that get paid back from your settlement. We will walk you through the full breakdown before anything is paid out.”
• Consider including: That the total is not the take-home amount, and that fees and medical bills come out of it. See What to Say in a Settlement Phase Message.
• Do not: Promise a payment date. The insurance company controls when funds arrive, and a date you miss is the call you did not want. And do not say “we settled” for a phase that only means an offer arrived, which is the most damaging mix-up in this stage.

1. Closed – The case is officially completed.

• Suggested Message: “Thank you for trusting us with your case. Keep your paperwork and medical records somewhere safe. If a bill from this accident turns up later, or you hear from a collections agency, call us before you pay anything.”
• Consider including: What to keep, who to call about a late bill, an open invitation to ask for anything, and that the app stays useful after the case ends. See What to Say in a Case Closure Phase Message.
• Do not: Announce that the case is closed. You cannot tell from the phase whether the client has actually been paid, and “your case is now closed” lands badly on someone still waiting on money. Make it a thank-you letter instead.

Workers' Compensation Case Phases

1. Intake – Injury reported, claim initiated.

• Suggested Message: “Your workers' compensation claim has been started. We’ll guide you through what happens next.”
• Consider including: Claim submission timeline, what documents are needed, and the importance of medical treatment.

1. Claim Denied – The insurance carrier denies the claim (can move back to Open if appealed).

• Suggested Message: “Your claim has been denied, but we’re fighting back. We’ll discuss the next steps for appealing.”
• Consider including: Why claims get denied, the appeal process, and how long it may take.

1. Claim Open – The claim is accepted, and benefits are being evaluated or provided.

• Suggested Message: “Your claim is open, and we’re ensuring you receive the benefits you deserve.”
• Consider including: What benefits the client is eligible for, how wage replacement works, and how to report treatment updates.

1. Treatment – The injured worker is receiving medical care and work status is being monitored.

• Suggested Message: “Continue attending all medical appointments and updating us on your condition through the Quilia app.”
• Consider including: Importance of following the treatment plan, what to do if denied care, and tracking improvement.

1. Hearing / Dispute Resolution – Used if the case enters a hearing, mediation, or appeal (can cycle in and out as needed).

• Suggested Message: “Your case is moving to a hearing to resolve a dispute. We will prepare you and represent you throughout the process.”
• Consider including: Why the hearing is happening, what the client should expect, and potential outcomes.

1. MMI (Maximum Medical Improvement) – The doctor determines the worker has recovered as much as possible, and disability status (PTD/PPD) is assessed.

• Suggested Message: “Your case is at the stage we call Maximum Medical Improvement, or MMI. It means your doctors expect your condition to stay about where it is now. We will review what that means for your benefits and talk it through with you.”
• Consider including: What MMI means in plain words, how disability ratings work, and the impact on future benefits.
• Do not: State what a specific doctor decided. The phase tells you the case moved, not what any individual provider concluded or when.

1. Settlement – A resolution is reached, either through a lump-sum payout or structured settlement.

• Suggested Message: “Your case has settled. Settling is not the last step, so here is what is left: paperwork to sign, then the funds, then the bills that get paid back from your settlement. We will go through the full breakdown with you before anything is paid out.”
• Consider including: Lump sum versus continued benefits, and that the total is not the take-home amount.
• Do not: Promise a payment date. See What to Say in a Settlement Phase Message.

1. Closed – The case is officially completed.

• Suggested Message: “Thank you for trusting us with your case. Keep your paperwork and medical records somewhere safe. If a bill from this injury turns up later, call us before you pay anything.”
• Consider including: What to keep, who to call about a late bill, and post-settlement options.
• Do not: Announce that the case is closed, for the same reason as the personal injury phase above.