Delays are inevitable in personal injury cases. How you communicate them determines whether clients stay confident or become anxious.
Common Causes of Delays
- Waiting for medical records
- Insurance company slow responses
- Court scheduling backlogs
- Additional treatment needed
- Complex liability issues
Communication Framework
Acknowledge the Delay
Don't pretend everything is on schedule. Clients appreciate honesty.
Explain Why
Give a clear, jargon-free reason for the delay.
Provide New Timeline
Give realistic expectations for next steps.
Reassure
Remind them this is normal and doesn't hurt their case.
Sample Delay Message
"I wanted to update you on timing. We're waiting on medical records from [Provider], which is taking longer than usual. This is common - medical facilities have strict release procedures. I'm following up weekly. Expected timeline: 2-3 more weeks. This delay doesn't affect your case negatively. I'll reach out as soon as we have everything."
Proactive Communication
Don't wait for clients to ask. If you know something will take time:
- Set expectations upfront
- Send periodic "no update yet" messages
- Communicate immediately when the delay is resolved