Class Action Legal Claims Administration
Managing mass communications to a large group of plaintiffs in a class action lawsuit is one of the most important, yet challenging,
aspects of delivering great customer service to your clients during a stressful time period. It often requires different skill sets
than exist with most legal and IT professionals. Compounding the challenge, these communication requirements may exist over several
decades with thousands of plaintiffs who may be geographically dispersed. This task is real and can be overwhelming if not planned
and executed correctly.
Effective plaintiff class action communication strategies involve several technologies and initiatives, including: creating and maintaining
an interactive website dedicated exclusively to the lawsuit and / or administration of the settlement funds; sending periodic voice
broadcast messages; sending periodic email and/or sms text messages; setting up toll-free information hotlines for plaintiffs to call
into for updates; and hosting, recording, and rebroadcasting informational updates (webinars). For ease of navigation and clarity of
messaging, the dedicated website should be independent of the lead plaintiff attorney’s website. Vanity phone numbers are a nice
feature that can be used to make the information hotline number easier to remember.
We setup a pre-settlement consultation to ensure seamless implementation of the settlement
including identification of: timeperiods for notices and claims, data gathering and management processes,
content requirements for a class-specific website and notification plans, and any
unique claim processing requirements.
We will design, host and maintain a case-specific website dedicated to cost-effective, two-way communications with
the class members. We will stylize the website to meet the client's content needs and tastes. We will update the
website with recent news, collect and maintain plaintiff contact information in class-specific databases, support on-line
claims administration or settlement fund disbursements, post FAQs,
or meet any other communication need.
Our notification experts have nearly 30 years of industry experience. They are recognized by the Courts as subject-matter
experts and can provide expert witness testimony. They analyze class geographic and demographic factors based on the relevant time
periods and correlate media usage patterns to typical class member profiles. They also design and implement a custom,
defensible notification strategies including the managing the creative process, issuing press releases, and coordinating
media buys (at discounted rates). All communications are in plain language that can be easily understood by class members.
They measure results and prepare affadavits for submission to the Courts.
Toll-Free Information Hotline (optional vanity numbers)
Voice Connection owns
interactive voice response (IVR)
servers and has long-term contracts with several telecommunication and vanity
phone number companies. We will setup a toll-free information hotline and post that phone number on the website. For an added fee, we
will license a related vanity phone number of your choosing.
Voice Connection's procedures offer secure and cost-effective ways to facilitate the claims administration process.
Claims forms are customized to the client's needs. We process hard copy,
(IVR) and on-line claims.
We allow claimant requests for exclusion, "opt-outs" and objections as may be required by the settlement agreement.
We can provide our client's with on-demand reporting. All claims are subjected
to a Quality Assurance plan approved by our client and analyzed to verify all settlement agreement provisions have been satisfied.