Behind the Scenes with the Case Managers- Zanes Law Personal Injury Attorneys

by Doug Zanes | Last Updated: June 10, 2015

If you’ve been following the Zanes Law Blog lately, you know we have a mini behind the scenes series happening with all of our departments!

Yesterday we got a little overview of the Intake Department! Go check it out!

Today we thought we would go into the department that takes on the bulk of the case once it comes through the intake department and a client has met his/her personal injury attorney…

Viola! The Case Management Department!

Every single client that chooses Zanes Law Firm to represent them in their case doesn’t just get personal injury attorney, they get an entire team. One person on that team is their case manager.

Case management is where the truly in depth relationships between clients and the Zanes Team begin to blossom.  Scattered over four offices across Tucson and Phoenix, the team of case managers is a lively bunch to say the least…

Each manager is a speed dial away from each other and they are continuously buzzing into one another for help, guidance, exchange of information and maybe even a few jokes…

“This is where the real process begins,” one case manager at headquarters says. “We start the engine of the case by filing a demand and the rest follows from there.”

One case manager proceeds, with caution, to the copy machine holding a rather bulky demand packet…As we follow him down the hall, he explains the process of a demand packet…

It’s a thick packet…

In personal injury claims, the process begins with the case manager submitting a demand letter to the insurance companies. The purpose of the demand letter is to present facts about the accident in order to persuade the insurance companies to provide adequate compensation for the personal injuries sustained from the car accident.

A typical demand letter (and packet) is structured (more or less) in the following manner:

  • Description of the Accident
  • Discussion of Accident Liability
  • Description of Personal injuries
  • Description of Medical treatments
  • List of Medical Bills/Lost Income Statements
  • Injury Settlement Demand

The personal injury demand letter is then sent to the insurance companies with supplemental documents that are referenced in the letter.

This may include copies of accident reports, photographs of the accident/injuries, medical bills, doctor’s statements etc… Hence the heavy stack of papers we followed down the hall!

With the demand packet comes diligent client care calls from the case managers themselves, communicating with clients on their health, status of their case, and overall well being throughout the duration of their case.

“I want my client to feel open and comfortable to call me with questions or concerns at anytime during their case,” says one case manager. “That’s part of working with Zanes – we care about the total human being, not just what happens with the case.”

In fact, the Zanes Team seems to really focus on understanding that the client is not just someone who had an accident but a person with their life completely disrupted – a mother, a son, a technician, a teacher, a person with a life and real consequence coming from an auto accident.

“People have a lot of ideas of what personal injury law firms do but our goal at the firm is to help people put their lives back together,” Doug Zanes, owner and managing partner explains. “When you’re in a car crash, it feels like everything in your life has come undone or become scattered, especially your body, finances, and daily routine. We help put the puzzle back together so you can go back to feeling whole again.”

A case manager at Zanes is your guide throughout most of the case and as highly trained and educated managers, they focus on keeping your case on track in tandem with your personal injury attorney.

Now if that’s not magic, we don’t know what is!

Click here to listen to our podcast about the case management department!

Check out the blog tomorrow for another behind the scenes!

Doug Zanes
Doug Zanes: Founding Attorney Raised in Douglas, Arizona, and went to college at Arizona State University and graduated from law school at St. Mary’s University School of Law in Texas. Doug began practicing law in Phoenix Arizona in 1997.
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