US Mass Tort Claims: Overcoming the Challenges of Claimant Information Capture

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In mass tort cases, particularly those involving severe injuries, capturing claimant information accurately is critical. As mass torts become more and more frequent, it becomes imperative that your intake staff understands the injuries associated with each new mass tort to ensure only qualified claimants are retained. Mass torts such as Hair Relaxer, PowerPort, CPAP and Depo Provera that are linked to cancers, blood clots and infections, have led to numerous lawsuits against manufacturers, highlighting the need for accurate, efficient intake processes for these mass tort cases to ensure qualified claimants are being retained.

The intake process for mass tort cases starts with an initial phone call. This call is the first opportunity to establish trust with claimants and gather crucial information about their medical history, complications, and treatments. It’s essential that this first interaction is handled professionally, accurately, and with empathy. At FinLegal, we enhance this human touch by equipping intake agents with tools like digital audio transcription, call recording, and sentiment analysis.

Digital Tools to Improve Accuracy

With transcription and call recording technology, all details discussed during the intake call are captured precisely, reducing the risk of missing or misinterpreting important facts and allow intake specialists to fully engage with the caller without fear of missing information. Sentiment analysis also provides a unique advantage by evaluating the emotional tone of the conversation, enabling intake agents to respond appropriately and ensure claimants feel comfortable and heard.

FinLegal supports intake agents by providing easy-to-follow, on-screen scripts that help them guide the conversation smoothly and systematically. This structure ensures that critical details are captured accurately, without overwhelming the claimant. These intake scripts have conditional logic built-in which allow the intake specialist to complete the intake regardless of the answer to these questions allowing for easy qualification or rejection. Once the information is collected, the claimant's data is securely stored, organized and accessible for review and verification throughout the legal process.

Mobile-Friendly Online Process for Claimants

After the initial phone call, claimants can complete the remaining steps online using their mobile devices. This digital component allows claimants to review the information gathered during the phone call, confirm its accuracy, and provide additional details or documents as needed. This two-step process ensures a high level of accuracy, as claimants have the opportunity to double-check their information at their convenience. Additionally, claimants can digitally sign documents, reducing the need for physical paperwork and making the process smoother and faster. Finally, the best part, this is not an app that needs to be downloaded, these are specific magiclinks sent directly to the claimant’s phone that allows them to pick up exactly where they last left off without having to remember another username and password.

Fraud Detection and Location Verification

Fraud detection is a critical aspect of managing mass tort cases, especially when dealing with large volumes of claims. FinLegal’s platform incorporates fraud prevention technologies like location verification to ensure that claimants are legitimate. By using GPS-based verification and other advanced technologies, firms can reduce the risk of fraudulent claims entering the system, ensuring that only genuine claims proceed.

Automated Reminders to Keep Claimants Engaged

Engagement is key to completing the intake process. Automated reminders via SMS and email are sent to claimants, prompting them to complete the necessary steps, such as reviewing their information or signing documents. This automated follow-up helps ensure claimants stay on track, reducing drop-off rates and ensuring that all claims are properly processed without unnecessary delays.

Following intake, FinLegal’s system allows you to communicate with clients individually and in mass. This feature cuts your staff’s communication time in half by allowing case updates to be sent to thousands of claimants in seconds rather than copy and pasting the same message over again to individual email addresses or phone numbers. Individually, our system allows your clients to schedule phone calls or virtual meetings right within the platform, giving you more control over your calendar.

By integrating digital tools with a personal approach, FinLegal helps law firms manage numerous mass tort cases with greater accuracy and efficiency. From the initial phone call to the final submission of documents, the combination of human interaction and advanced technology ensures that claimant information is captured, verified, and processed seamlessly.

Conclusion

In conclusion, overcoming the challenges of claimant information capture in mass tort cases requires both a personal touch and the integration of advanced technologies. FinLegal provides the tools needed to ensure that all claimant data is accurate, fraud risks are minimized, and the entire process runs smoothly. This approach not only improves the claimant experience but also strengthens the overall case management process, leading to better outcomes for both claimants and law firms.

April 11, 2025

Author: Kelsey Wallace Mengel

Kelsey is an experienced legal professional specializing in optimizing intake processes with a focus on client retention, conversion, and personalized communication. She is skilled in training, quality control, and onboarding new case types, with a strong interest in leveraging technology for efficiency. A dedicated military spouse, Kelsey volunteers with the J.D. Military Spouse Network, supporting military families with legal needs.