Closure is the phase most firms send nothing at all for. It is also the cheapest referral a firm will ever buy, and the last thing a client remembers.

The trick with this one is to stop treating it as a status update. Make it a thank-you letter.

When to send this

You set this. One day after the phase changes is the default worth starting from elsewhere: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client.

This is the one worth stretching past that. A few days keeps the thank-you clear of the disbursement call and the closing paperwork, so it arrives as its own thing rather than as one more item in a busy week. It is also the phase where a mis-set status does the most damage, and the extra days are more room to catch one.

If you want to ask for a review, that is the second message off this phase change rather than a line in this one. A week or two later, on its own.

Firms reach this phase at very different points. Some set it once funds have gone out and the file is shut. Others set it the moment closing work begins, with paperwork and disbursement still ahead. From the phase alone you cannot tell which, and you cannot tell whether this particular client has been paid.

Which is why the best version of this message does not mention closing at all. A thank-you is true on every one of those days. "Your case is closed" is true on some of them, and reads as a goodbye to anyone still waiting on their money.

What your client is thinking

Mostly relief, and a quiet question they will not ask out loud about whether the outcome was fair.

There is also a practical one nobody answers. What do I keep, and who do I call if something comes up later?

And some of them are still waiting. Write it so it lands warmly for that person too.

What to cover

Thank them. Plainly, and without a marketing sentence attached. This is the whole point of the message and everything else is secondary.
What to keep. Their paperwork and medical records, and that they can call if they ever need something from their file. Leave retention periods out unless your firm has a number it is certain of.
What to do if something turns up later. A late bill, a collections letter, new pain. They need to know they can still call.
An invitation to ask. If there is anything they still need, this is the easiest moment for them to say so.
That the app is still theirs. Once a case closes, Quilia turns into the firm's page: your details, everything you sent them, and a way to send a case your way or ask a question. It does not go dark, and most clients will assume it does unless you say otherwise.
That the door is open. One sentence, no pitch.

Their job in this phase

Nothing, and after a year of tasks that is worth the client feeling. The only real ask is to keep their paperwork somewhere safe and save your number.

Sample message

Thank you for trusting us with your case, {{client_first_name}}. We know how long this took and how much of it fell on you.

A couple of things worth doing. Keep any paperwork from your case and your medical records somewhere safe. If you ever need something from your file, call and ask.

If a bill from this accident turns up later, or you hear from a collections agency about it, call us at [phone] before you pay anything. That is what we are here for.

If there is anything you still need from us, this is an easy time to ask.

The Quilia app stays on your phone. You will still find our details there and everything we sent you, and you can send someone our way any time.

It has been a privilege working with you. If you ever need us again, or someone you care about does, we are here.

https://youtu.be/ckFZM55kwlg

A shorter version

Thank you for trusting us with your case, {{client_first_name}}. Keep any paperwork somewhere safe, and save our number.

If a bill from the accident turns up later, call [phone] before paying anything. If there is anything you still need from us, just ask. We are here if you ever need us again.

Looking ahead

There is no next phase, so point the message at what outlives the case.

The app is the useful part here. When a client's only case is closed, Quilia stops opening on a case and opens on your firm's page instead: your contact details, the messages you sent them, and buttons to refer a case or ask a question. It is a business card that is already installed on the phone of someone who just spent a year trusting you.

Which makes "you can send someone our way any time" a real instruction rather than a pleasantry, and worth one line at the end of the message. Both of the buttons it points at are optional per firm, so if yours has Ask a Question turned off, keep the wording on referrals.

What not to say

Do not announce the closure. You cannot tell from the phase whether the money has landed, and "everything is settled" reaching someone who is still waiting undoes a year of goodwill in a sentence.
Do not ask for a review here. Send that a few days later on its own. A thank-you with an ask attached stops being a thank-you, and review requests do better separated anyway.
Do not summarise what they received. They know, and restating it invites second-guessing at the exact moment the case should feel finished.
Do not quote a retention period unless someone has checked it. "We keep your file for seven years" is a promise, and an unfilled placeholder is worse: it goes out to every client exactly as you typed it.
Do not let it feel automated. This is the message most worth a human reading before it goes out.

The video

Free for any firm to use.

There is a Spanish cut as well: Fase de Cierre del Caso. Match the video's language to the message it sits in.

To embed it, paste the link on a line by itself in the message body, with nothing else on that line.

Key goals

The client feels thanked, not processed
The client knows what to keep and who to call
The client has been invited to ask for anything they still need
The client knows the app is still useful to them
Nothing has been claimed about where the case or the money stands

What to Say in a Case Closure Phase Message