How We Keep You Informed: Our Client Communication Standards

Short answer: Every West Injury Law client hears from us at least once a month, even when nothing has changed. Calls are returned within 24 hours, and usually the same day. You can text us. We record our calls so nothing gets lost and we can act on what you tell us quickly. Every client can reach someone who speaks Spanish. And once you sign, we handle all communication with the insurance companies.

People who have hired a lawyer before often describe the same frustration: weeks go by, the case is somewhere, and nobody tells them where. We built our standards around that problem. They are written down here so you can hold us to them.

Our standards at a glance

At least once a month, even in a quiet month

A monthly update is our floor, not our ceiling. When something significant happens, such as an offer, a denial, or a decision that belongs to you, you hear about it when it happens. But the months when nothing visible changes still get an update.

That is on purpose. Much of an injury case is waiting: for treatment to finish, for providers to send records, for an adjuster to finish a review. A month with no news is still a month you are entitled to understand. Being told that the file is waiting on two providers and one insurer is useful. Hearing nothing is not.

What every update covers

A short update from us answers the same questions each time:

• Where the case stands. Which stage it is in, from treatment through demand, negotiation, and settlement or suit.
• What happened since the last update. Records requested or received, insurer contact, coverage found, liens identified.
• What we are waiting on, and from whom. A named provider, a named insurer, a court date.
• What we need from you. New providers, new bills, missed work, symptoms that have changed.
• What comes next. The next step and what has to happen before it.
• Any decision that is yours. Offers, and anything else that needs your answer.

If you want to know what the Utah rules require of a lawyer on this, we explain it in how often your injury lawyer should update you.

Calls returned within 24 hours, usually the same day

If you call and the person you need is on another line or in a meeting, you get a call back within 24 hours. Most calls are returned the same day. When a full answer depends on someone else, like an adjuster or a medical provider, the callback tells you that plainly instead of leaving the question hanging.

You can text us

Not everything needs a phone call. We have a general text line, and there are individual text lines as well. Texting works well for the small things that keep a case accurate: a photo of a new bill, a letter from an insurer, a new appointment, a note that you went back to work. For anything that deserves a real conversation, we will call.

We record our calls, and here is why

We record our calls so nothing gets lost and we can act on what you tell us quickly. We are telling you here, plainly, so it is never a surprise.

A recording lets us summarize each call accurately and put that summary in your file. The details you give us, like a new doctor, a flare-up, a change at work, or a call from an adjuster, do not depend on anyone's memory or handwriting. It also speeds up decisions, because whoever acts on your information is working from what you actually said.

Hablamos Español

Every client can reach someone who speaks Spanish. If Spanish is the language you are most comfortable in, or a family member helping with the case is, tell us at the start and we will make sure the right person is on the line.

After you sign, the insurance companies talk to us

Once you sign, the firm handles all communication with the insurance companies, including the other driver's carrier and your own. If an adjuster calls you, you can give them our number and end the call. That includes requests for a recorded statement or a broad medical authorization. More on how that works is in how Utah car accident attorneys handle insurance claims.

An attorney on every case, every demand, every settlement

An attorney reviews every case at intake. An attorney approves every demand before it goes to an insurer, and every settlement before it is final. The decision whether to accept an offer is always yours; Utah's rules require a lawyer to abide by the client's decision whether to settle. Our job is to make sure you have what you need to make it.

We are a small Utah injury firm, and we prepare every claim to be taken seriously. Boutique firm. Battle-ready. Communication is part of that preparation, because a claim is only as accurate as what we know about your injuries and your life.

For a stage-by-stage picture of what happens after you sign, see what to expect after you hire West Injury Law.

How to reach us

• Call: (801) 921-5134
• Text: our general text line or an individual text line
• Online: the contact page
• In person: 13894 S Bangerter Pkwy, Suite 200, Draper, UT 84020

Consultations happen by phone, by video, or in person, whichever is easier for you. Documents can be signed electronically or in person at the office.

Common questions

How often will I hear from my lawyer at West Injury Law?

At least once a month for as long as your case is open, and sooner whenever something significant happens.

How fast are calls returned?

Within 24 hours, and usually the same day.

Can I text instead of calling?

Yes. There is a general text line and there are individual text lines. Texting is a good way to send bills, letters, and quick updates about your treatment.

Are my calls with the firm recorded?

Yes. We record our calls so nothing gets lost and we can act on what you tell us quickly. The recording is used to summarize the call accurately for your file.

What if my case goes quiet?

You still hear from us at least monthly. Long stretches of waiting are normal in an injury case, and we explain what is behind them in why your injury case goes quiet.

Do I have to come to the office?

No. Consultations can be by phone, video, or in person, and documents can be e-signed.

What does it cost?

Our fee is one-third of the recovery. The firm advances case costs, which are repaid from the recovery. You pay nothing up front, and no attorney fees unless we win. The details are in how much a personal injury lawyer costs in Utah.

Questions about a case, whether or not you hire us? Call (801) 921-5134 or reach our legal team through the contact page.

Free consultation. No attorney fees unless we win. Hablamos Español.