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Consumer Legal Funding: Beyond the Headlines, the Facts Tell a Different Story

The following was contributed by Eric K. Schuller, President, The Alliance for Responsible Consumer Legal Funding (ARC).

Recent criticism has raised questions about cost, Wall Street investment, settlement influence, medical treatment, litigation costs and consumer protection. Those questions deserve answers. But the answers should begin with what Consumer Legal Funding actually is, how consumers use it, and the protections states are putting into law.

A Debate That Needs More Precision

Consumer Legal Funding has become the subject of increasingly negative headlines. Some articles characterize the product as a “lawsuit loan” or “predatory lending.” Others connect it to Wall Street securitization, social inflation, nuclear verdicts, medical treatment, prolonged litigation or outside influence over settlements. Still others discuss Consumer Legal Funding in the same breath as multimillion-dollar commercial Third-Party Litigation Financing.

Those are serious claims. Consumers deserve transparency. The legal system must remain independent. Attorneys must exercise their own professional judgment. Funding companies should not control settlements, direct medical treatment or pay improper referral fees.

But a serious debate also requires precision. Allegations involving a particular company should not define an entire industry. Commercial litigation investments should not be treated as interchangeable with funds provided to an injured consumer for household expenses. And criticism should be weighed against something frequently missing from the discussion: what consumers themselves say about why they use the product and whether it helped them.

ARC’s 2026 Consumer Legal Funding Survey provides that perspective. Across most survey questions, 576 consumers responded. The results portray a product being used during genuine household financial disruption, not as a mechanism for financing litigation.

Start With the Consumer, Not the Lawsuit

The typical need for Consumer Legal Funding begins after the event giving rise to the legal claim has already occurred. A person is injured, income is interrupted, and household obligations continue while an insurance claim or lawsuit remains unresolved.

According to ARC’s 2026 survey, 72.08% of respondents were not employed when they received Consumer Legal Funding. Among respondents addressing the reason, 65.72% said their lack of employment resulted from the circumstances that created the need for funding, such as an automobile accident.

The financial pressure was basic and immediate. 73.03% reported struggling with rent or mortgage payments, 61.30% with utilities and 60.07% with food. The survey did not depict consumers primarily seeking money for attorneys, experts, depositions or court costs. It depicted people trying to maintain ordinary household stability while a legal claim remained pending.

That distinction is now reflected in law. Kansas’s Transparency in Consumer Legal Funding Act defines Consumer Legal Funding as a non-recourse transaction involving a contingent right to potential proceeds and expressly states that the funds are used for household or personal expenses, not expenses directly related to prosecuting the legal claim. Utah’s 2026 law separately defines consumer maintenance funding and commercial maintenance funding.

That is not semantics. It is the difference between funding a person’s life during litigation and funding the litigation itself.

Wall Street, Securitization and the Underlying Consumer Transaction

Recent reporting has focused heavily on Consumer Legal Funding receivables being financed or securitized by institutional investors. That may sound far removed from the consumer who needs help paying rent, but two questions should be separated.

How a funding company obtains capital is one question. What rights the company obtains from the consumer is another.

Institutional capital does not by itself determine whether the consumer received clear disclosures, whether the transaction was non-recourse, whether the company can influence the claim, or whether the funds were used for household expenses. Those questions are governed by the contract and, increasingly, state law.

There is also an important caution about using broader allegations of personal-injury fraud to support criticism of Consumer Legal Funding. The New York Times article discussing Wall Street investment also referenced lawsuits brought by Uber alleging that personal-injury law firms and medical providers conspired to pursue exaggerated or fabricated injury claims. Yet just days before the Times article was published, a federal judge in New York dismissed Uber’s case against three personal-injury firms and related defendants. The court concluded that Uber had not plausibly alleged the RICO conspiracy it claimed and had not yet established the required injury. The dismissal does not establish that every underlying personal-injury claim was legitimate, and Uber has pursued similar litigation elsewhere. But it is an important reminder that allegations contained in a lawsuit are not the same as proven facts and should not be used to characterize Consumer Legal Funding generally.

Kansas law even distinguishes the Consumer Legal Funding company from banks, lenders, financing entities and special-purpose entities that finance the company or receive security interests in contracts. Securitization can be a legitimate subject for oversight, but it should not replace analysis of the actual consumer transaction.

The “Predatory Lending” and Cost Criticism

One of the most common criticisms is that Consumer Legal Funding is expensive. Articles frequently convert charges into annualized percentage rates, highlight compounding, or present examples in which the amount due grows substantially while a case remains unresolved.

Cost matters. Consumers should know what they are agreeing to pay, how charges accumulate and the maximum amount that can become due. But calling the transaction a high-interest “loan” can leave out an essential feature: Consumer Legal Funding is non-recourse.

Unlike conventional recourse credit, repayment depends on a recovery from the legal claim. Kansas law requires the contract to state that if there is no recovery, the consumer owes nothing to the funding company, absent fraud or a material contractual violation. California similarly defines Consumer Legal Funding as a non-recourse transaction involving the purchase of a contingent right to potential legal proceeds.

That does not make price irrelevant. It makes transparency more important.

Modern state regulation addresses that concern directly. Kansas requires contracts to clearly disclose the funded amount, one-time charges, how charges accrue, a payment schedule and the maximum total amount the consumer may be obligated to pay. It also provides a 10-business-day right to cancel. New York likewise requires clear contracts, disclosure of charges and maximum obligations, and a rescission period.

The constructive response to concerns about cost is not to pretend cost does not matter. It is to ensure consumers receive understandable information before entering the transaction and meaningful time to reconsider it.

Do Consumers Understand What They Are Signing?

Another recurring criticism is that financially stressed consumers may not understand the agreements they enter.

The ARC survey provides a direct consumer-reported counterpoint. 87.70% of respondents said they fully understood the terms of their contract, while 90.42% said they understood their financial obligations.

Those numbers should not be used to argue that disclosure requirements are unnecessary. They support the opposite conclusion: understandable contracts and meaningful disclosures should be the standard.

Kansas requires contracts to use common, everyday language and to be completely filled in before presentation to the consumer. New York similarly requires contracts to be clear and coherent and requires attorney acknowledgment that mandatory disclosures have been reviewed with the consumer. These protections are designed to reinforce informed decision-making rather than substitute for it.

The survey also provides another important measure of consumer experience: 90.70% said they would use Consumer Legal Funding again if they were in need, and 87.35% said they would recommend the company they worked with.

No survey means every consumer had a positive experience. But those results deserve to be part of any discussion that portrays consumers broadly as victims of a product they neither understand nor value.

Can a Funder Control a Settlement or Prolong Litigation?

Some of the most serious criticism suggests that funding companies may prevent settlements, pressure consumers to hold out for larger recoveries or interfere with an attorney’s professional judgment.

Consumer Legal Funding companies do not operate that way.

Kansas law states that a funding company has no role in deciding whether, when or for how much a legal claim is settled. It may seek information about the status of the claim, but it may not interfere with the independent professional judgment of the attorney.

That also addresses the broader claim that Consumer Legal Funding necessarily prolongs lawsuits. A consumer receiving funds for rent or utilities does not transfer control of the legal claim to the funding company. Settlement decisions remain with the consumer, advised by counsel.

At the same time, a consumer facing eviction, utility shutoff or difficulty buying groceries may experience intense pressure to resolve a claim quickly for reasons unrelated to its legal merits. Consumer Legal Funding is intended to provide household liquidity during that period, not dictate when a case settles.

Referrals and Individual Allegations

Recent media coverage has also highlighted allegations involving referrals and relationships among funders, lawyers and medical providers. These allegations warrant careful attention, but different financial arrangements should not be collapsed into a single category.

Modern laws also address referral relationships. Kansas prohibits funding companies from paying or accepting commissions, referral fees or other consideration involving attorneys, law firms and specified medical providers. It also restricts attorneys and their immediate family members from holding certain financial interests in a funding company serving the attorney’s consumer. California prohibits specified commissions and referral fees to attorneys and law firms. New York requires attorney acknowledgment concerning referral consideration.

If an individual company is alleged to have crossed those lines, the facts should be investigated and the applicable law enforced. But alleged misconduct is an argument for enforceable standards, not for treating prohibited conduct as the defining feature of Consumer Legal Funding.

Nuclear Verdicts, Social Inflation and the Conflation Problem

Insurance, trucking and tort-reform commentary increasingly connects “litigation funding” with nuclear verdicts, social inflation, higher insurance costs and a so-called tort tax.

The problem is that “litigation funding” can describe very different products.

Commercial Third-Party Litigation Financing may involve multimillion-dollar investments used to finance litigation expenses. Attorney portfolio financing and medical financing involve other arrangements. Consumer Legal Funding, by contrast, is a consumer-facing, non-recourse transaction designed to provide funds for personal and household needs.

Evidence concerning one category should not automatically be treated as evidence concerning another. The ARC survey reinforces the point: consumers reported struggling with housing, utilities and food. Kansas law expressly says Consumer Legal Funding does not include expenses directly related to prosecuting the claim, and Utah distinguishes consumer and commercial funding in statute.

If critics contend that Consumer Legal Funding itself causes nuclear verdicts or social inflation, the appropriate question is straightforward: what evidence specifically connects this consumer product to that outcome? Broad statistics about commercial litigation investment or aggregate tort costs do not answer that question by themselves.

The Claim That Consumer Legal Funding Is Unregulated

Another recurring impression is that Consumer Legal Funding operates in an unregulated environment. That description is increasingly difficult to square with the laws states have enacted.

Kansas requires clear contracts, extensive disclosures, a 10-business-day rescission period, a maximum repayment disclosure, attorney involvement, prohibitions on improper referrals, restrictions on funder control and enforcement authority.

New York’s Consumer Litigation Funding Act establishes regulation addressing disclosures, registration, attorney responsibilities, rescission, prohibited conduct and repayment. California’s Consumer Legal Funding Act regulates contract terms, referrals, disclosures and the period during which charges can accrue. Utah requires registration and disclosures, restricts certain attorney-provider relationships and expressly separates consumer from commercial funding.

Missouri has also enacted statutory provisions governing Consumer Legal Funding as part of its broader legislation addressing judicial proceedings.

These approaches are not identical, and reasonable policymakers can disagree about particular regulatory details. But collectively they demonstrate that there is a workable middle ground between no regulation and eliminating the product.

Consumer protection and consumer access do not have to be opposing goals.

Listen to the Consumers

The recent scrutiny of Consumer Legal Funding can serve a useful purpose if it produces better information, stronger standards and more precise distinctions.

Consumers should understand the cost. Contracts should clearly state what may be owed. Funding companies should not control settlements. Attorneys should remain independent. Improper referrals should be prohibited. Consumer funds should not be confused with money used to prosecute litigation. Allegations of misconduct should be investigated and violations enforced.

Those principles are increasingly embedded in state law.

But the debate should also include the people who use the product. ARC’s 2026 survey found consumers facing disrupted employment and difficulty paying for housing, utilities and food. It found high reported understanding of contracts and financial obligations. More than nine in ten respondents said they would use Consumer Legal Funding again if they needed it, and nearly nine in ten would recommend their funding company.

That does not eliminate every policy question. It does show that many consumers believe the product has value during a difficult period in their lives.

The better approach is not to ignore criticism or eliminate consumer choice. It is to address legitimate concerns with clear disclosures, rescission rights, attorney safeguards, prohibitions on interference, restrictions on improper financial relationships and effective enforcement, while preserving access to a non-recourse product designed to help consumers meet household needs while legal claims are pending.

Consumer Legal Funding: Funding Lives, Not Litigation.

ARAG UK Posts £244M Income in First Results Including DAS, But Integration Costs Keep It in the Red

ARAG has reported total UK income of £244 million for the 2025 financial year, its first set of results to include the former DAS UK business, though the cost of absorbing that acquisition kept the legal expenses insurer at a pre-tax loss.

As reported by Legal Futures, ARAG Legal Expenses Insurance Company recorded income of £216.7 million, up more than 50% on the £141.4 million DAS reported a year earlier following the integration of the ARAG plc business. Growth was driven in particular by the strength of ARAG's before-the-event portfolio, with commercial products singled out.

ARAG LEI posted a pre-tax loss of £4.1 million, narrowed from a £5.5 million loss in 2024. The company attributed the shortfall mainly to the continuing cost of integrating the former DAS UK operations and consolidating the businesses under one roof at Trinity Quay in central Bristol. The UK consolidated businesses, which include ARAG plc and ARAG Law, contributed £8.9 million net of reinsurance to the international ARAG Group.

ARAG SE acquired DAS UK in 2024. The combined UK operation now insures more than 10 million families and roughly two million businesses against unforeseen legal costs, and recently launched its Insuring Justice social impact report at the House of Commons.

ARAG UK chief executive David Haynes said the business now contributes more than €250 million in income to the international group, "making the UK business ARAG's most significant operation outside Germany." He said the company was continuing its strong performance into 2026. In May, the international ARAG Group reported income of €3.2 billion, ahead of the target it had set for 2030.

Trucking Industry Tallies Four New State Funding Laws as Ohio’s Foreign-Investment Ban Takes Effect October 6

Four states have put new third-party litigation funding restrictions on the books this year, and the trucking industry that lobbied for several of them is already pressing for more.

As reported by Transport Topics, North Carolina went furthest. Governor Josh Stein signed the Prohibit Litigation Investments Act in June, making it illegal to provide litigation investments to a party or attorney in a civil action in the state. The ban took effect June 22 and applies to proceedings filed on or after that date, as well as to contracts entered into, renewed or amended afterward. Violations carry fines of up to $50,000 per offense, enforced by the attorney general.

Ohio's House Bill 105, signed by Governor Mike DeWine on July 7, takes effect October 6. It bars foreign governments, corporations and investors from participating in third-party litigation financing, prohibits funders from directing legal strategy or selecting counsel, and blocks plaintiffs and attorneys from sharing sealed or protected material with commercial funders. Funding agreements must disclose the amount advanced, the fees charged, how those fees accrue and the maximum a consumer could owe, and attorneys must provide agreements to the attorney general within 14 days of resolution.

Illinois House Bill 5487, signed August 7 and effective immediately, prohibits investors including private equity firms and hedge funds from interfering with the attorney-client relationship or controlling client records, and restricts fees tied to law firm revenue or profits. Mississippi's Transparency in Consumer Legal Funding Act took effect July 7, requiring funders to disclose to the attorney general the identity and country of incorporation of foreign entities with access to proprietary information.

Ohio Trucking Association president Tom Balzer called the legislation "a good step forward" and said further reforms are planned.

Novarex Closes £16M Second Round at a Stated 20% Return, With a Third Round Planned at 16.5%

Novarex Capital Partners has closed a second financing round of £16 million, more than tripling the size of its opening £5 million raise and bringing total capital generated across the programme to £21 million.

As reported by Pulse 2.0, the London-based platform completed the round on terms providing investors a stated return of 20%. A further round is already planned, structured around a stated return of 16.5%, though Novarex has not disclosed its timing or terms. The firm also declined to name the participants in the £16 million round or detail its contractual structure.

The capital supports the working capital requirements of an unnamed law firm regulated by the Solicitors Regulation Authority that prepares eligible legal claims. Novarex said the underlying firm operates within applicable SRA standards, maintains professional indemnity insurance, and handles client money and case processes inside the regulatory framework. The firm has a pipeline of contracted work and focuses on claims meeting established eligibility criteria.

Novarex describes itself as a specialist introduction platform covering private credit, litigation finance and structured capital, connecting sophisticated investors with private-market opportunities built around defined transaction parameters. It closed its initial £5 million round in August.

The structure is a familiar one in the UK consumer claims market, where law firms preparing high volumes of cases face significant upfront costs long before any recovery arrives, and where outside capital has increasingly filled the working capital gap. It is also the model drawing regulatory attention, with the SRA consulting on new rules governing solicitors' involvement in litigation funding arrangements following a series of claims firm failures.

Ousted Pogust Goodhead Founder Returns to Mariana Dam Claim Through Bailey Glasser International

Thomas Goodhead, forced out of the firm he co-founded a year ago, is returning to the Mariana Dam litigation at the head of the rival practice now claiming to be lead solicitors on the case.

As reported by The Global Legal Post, Goodhead will lead the claim at Bailey Glasser International alongside former Pogust Goodhead partners Jeremy Evans, Faranak Ghajavand and Guy Robson. Senior barristers instructed since the start of the trial, including Alain Choo Choy KC and Andrew Fulton KC, continue on the case. BGI said more than 15 lawyers with experience on the matter are moving across, and has brought in Hausfeld as co-counsel.

BGI is a trading name of Edward McCourt & Co, a City firm operating under a commercial cooperation agreement with US practice Bailey & Glasser. Edward McCourt & Co has been owned since February by Evans, previously a senior partner at Pogust Goodhead. Goodhead himself was briefly a director of the firm last November.

The dispute sits on top of a funding fight. Goodhead has said his removal followed his refusal to accept a settlement he considered to have vastly undervalued the claim, a settlement he says Pogust Goodhead's funder Gramercy pressed him to take. Pogust Goodhead accused him of improperly using investment capital intended for the litigation on personal spending, allegations he denies, describing his removal as a "boardroom coup."

Pogust Goodhead disputes that BGI is on the record and has warned that changing advisers could put claimants' costs protection at risk. Chief executive Alicia Alinia said the firm is "deeply concerned about the potential consequences for our clients." An expedited hearing next month will decide which firm represents the claimants, with the quantum trial listed for April 2027.

Law Society and Lenders Split on How Far SRA Litigation Funding Rules Should Reach

Responses to the Solicitors Regulation Authority's consultation on third-party litigation funding have exposed a gap between those who want the regulator to go further and those who want it to go no further than the risks it has actually identified.

As reported by Credit Connect, the Finance & Leasing Association welcomed the SRA's proposals to strengthen consumer protections around funded claims, but argued that a solicitor-focused rulebook cannot address market-wide risk on its own. The FLA called on the Government to extend Financial Conduct Authority regulation to commercial litigation funders, introduce anti-money laundering oversight, and impose stronger transparency requirements. It also pressed for better coordination between the SRA, the FCA, the Information Commissioner's Office and the Ministry of Justice.

The Law Society took the opposite position. As reported by Solicitors Journal, the Society urged the SRA to make fuller use of its existing powers and guidance before layering new obligations onto solicitors, and cautioned against assuming that every consumer claim requires additional regulatory involvement.

Law Society president Mark Evans said the organisation supports the SRA's transparency and consumer protection objectives, but that "any new requirements must target genuine risks rather than create unnecessary burden." He added that litigation funding "can be a vital route to justice for consumers who could not otherwise afford to pursue a claim, but additional regulation must be in-line with the risks identified."

Both responses point back to the collapse of SSB Group, the high-volume claims firm whose failure left funded consumers exposed and which has driven much of the SRA's recent work in this area. Evans acknowledged that the collapse underlined the need for effective safeguards, while warning that a one-size-fits-all approach risks making it harder, not easier, for individuals to bring claims.

LITFINCON Europe Sets Amsterdam Agenda With Burford, Therium, WTW and Susman Godfrey on the Bill

Siltstone Capital has released the full programme for the first European edition of LITFINCON, which opens in Amsterdam on 7 October with eleven panels and a speaker roster drawn from funders, brokers, insurers and the plaintiff bar.

As reported by PR Newswire, the two-day conference runs 7 and 8 October at the Rosewood Amsterdam, the former Palace of Justice on the Herengracht, with VIP programming including a dinner and canal cruise the evening before. This is the seventh LITFINCON edition and the first held in Europe, following events in Houston, Beverly Hills and Singapore that have drawn more than a thousand attendees between them.

The theme is "The Claim Is the Asset: IP, Arbitration, Class Actions & the Investors Who Know It." Confirmed speakers include Philipp Leibfried, Managing Director and Head of Europe at Burford Capital; Neil Purslow, Co-Founder and Managing Partner of Therium Capital Advisors; Max Tribble of Susman Godfrey; Dan Kesack of WTW; Nick Moore of CAC Specialty; Jamie Molloy of Ignite Specialty Risk; Tets Ishikawa of LionFish Capital; and Till Schreiber of Cartel Damage Claims.

Panels cover pricing in European collective actions, enforcement of arbitration awards, Unified Patent Court strategy, artificial intelligence in litigation finance, insurance structures for legal assets, and the divergent regulatory positions taking shape in the UK, EU and United States. The programme closes with a 75-minute unscripted session billed as "Candid Conversations."

Jim Batson, Chief Investment Officer of Legal Finance at Siltstone Capital, said: "Every deal in this industry starts with a conversation between people who trust each other."

Padronus Funds Three German Collective Actions Over Streaming Price Rises, Capping Its Fee at 9.9%

Austrian funder Padronus is financing three new German collective redress actions against Netflix, Apple TV and WOW, structuring its return just below the statutory ceiling that governs funder participation in the country's collective redress regime.

As reported by Digital Fernsehen, the Verbraucherschutzverein filed the three Abhilfeklagen on 15 September, two before the Kammergericht Berlin and one before the Bayerisches Oberstes Landesgericht. The claims allege that the providers raised subscription prices unilaterally on the basis of clauses that do not meet German standards for consumer contracts. Cited increases include WOW from €35.99 to €44.99, Apple TV+ from €4.99 to €9.99, and Netflix from €11.99 to €19.99.

The funding terms are the notable feature for the market. Padronus, operating through Vienna-based Prozessfinanzallianz GmbH, carries the entire cost risk and takes 9.9% of any proceeds, deliberately set beneath the 10% cap imposed on funder remuneration by the German legislation implementing the EU Representative Actions Directive. Where a participant holds legal expenses insurance that responds, Padronus waives its share altogether. Consumers pay nothing regardless of outcome.

Expected individual refunds run from roughly €200 to €700 per provider, and Padronus chief executive Richard Eibl has said a subscriber to all four services could recover close to €800. At the participation levels the funder is targeting, aggregate exposure would reach nine figures.

The German courts have not settled the question. The Kammergericht Berlin held comparable Netflix and Spotify clauses invalid in 2023, and the Bundesgerichtshof declined to disturb that outcome. But the Bayerisches Oberstes Landesgericht dismissed a parallel claim over Prime Video in July, and an appeal is pending.

CAT Approves £260M Google Settlement, the Largest Class Payout in the Regime’s History

The Competition Appeal Tribunal has approved the £260 million settlement of the opt-out collective action brought against Google on behalf of thousands of UK app developers, clearing the way for the largest distribution to class members the Tribunal has sanctioned since the UK's collective proceedings regime began in 2015.

Of the total, £160 million is earmarked for eligible developers, including sole traders and small businesses that sold apps or digital content through the Play Store from August 2018 onwards. The remaining £100 million covers the funding, insurance and legal costs of running the case. Individual payouts will be calculated on each developer's qualifying Play Store sales during the relevant period, and eligible businesses are being directed to the claim website to register ahead of the claims process opening.

As reported by City AM, the claim alleged that Google abused a dominant position by imposing unfair and excessive commissions on developers distributing through the Play Store. Google settled without any admission of liability or wrongdoing, saying it was pleased to reach agreement subject to court approval.

For the funding market, the approval resolves the question hanging over the case since August. Bench Walk Advisors financed the proceedings, and the professional parties agreed to forgo £34 million of their contractual entitlement, bringing their combined return down to the £100 million the Tribunal has now approved. The Tribunal's willingness to sanction a settlement of this size, with costs and funder returns disclosed and reduced in advance, gives funders a concrete benchmark for what the CAT will treat as just and reasonable.

Neil Purslow, Chairman of the Executive Committee of ILFA, said: “This landmark settlement vindicates the opt-out collective actions regime at an important moment for its future. Thanks to the regime and the litigation funders who underpin it, thousands of small businesses with no realistic alternative to take on a corporate wrongdoer will now be awarded compensation they could never have won on their own.”

“As the Government considers the future of the regime, this case is proof the system can deliver. This is a young regime that should be nurtured and expanded, not constrained, so more consumers and small businesses can hold powerful defendants to account.”

An LFJ Conversation with Eric Schurke, CEO, North America, Moneypenny

Below is our LFJ Conversation with Eric Schurke, CEO, North America at Moneypenny.

Eric Schurke is CEO, North America at Moneypenny, a global leader in customer conversations. He is passionate about the intersection of people, communication and technology, and how businesses can use AI to improve customer experience without losing the human judgment and empathy that build trust. He regularly writes and speaks on customer experience, AI and people-first leadership.

Moneypenny's consumer research found that 38% of people aren't comfortable using AI for any legal communication, rising to 51% among Baby Boomers. For funders and the firms they back, where is the line between what AI should handle at intake and what still needs a person on the phone?

I don't think the answer is to draw a fixed line between AI and people. The key is designing an intake process that understands when one should give way to the other.

AI can be incredibly useful at the beginning of an enquiry. It can answer straightforward questions, gather basic information, establish the reason for contact, capture key details and make sure an enquiry reaches the right place quickly. Those are all areas where speed and consistency can improve the experience.

But legal and funding conversations aren't always straightforward. Someone may be worried, confused or dealing with a difficult situation, and there will be moments when they want reassurance or need to explain something that doesn't fit neatly into a predefined process. That's where a person becomes essential.

Our research is a reminder that businesses can't assume everyone is comfortable with AI. The best systems give people choice and make the transition to a human seamless, with the context already captured so the claimant doesn't have to start again.

For me, the principle is simple: use AI for speed and structure, and people for judgment, reassurance and trust.

You've argued that funders often win or lose an opportunity before case review even begins. What actually happens in those first few minutes of contact that determines whether a claimant stays in the process?

Those first few minutes answer some very basic but important questions for the person making contact: Have I reached the right place? Does this organization understand what I need? Is someone taking me seriously? And what happens next?

Good intake needs to gather enough useful information to move an enquiry forward without making that first interaction feel like an interrogation. That's why I think first contact deserves more attention. It's not simply an administrative stage before the "real" work begins; it's where trust and momentum start to form.

If the experience is slow, confusing or impersonal, a claimant may disengage before the funding team has even had an opportunity to assess the case. Get it right, and the claimant understands the next step while the funder has the context needed to progress the enquiry.

Most intake technology is sold on volume - enquiries handled, calls deflected, hours saved. Why are conversion and client outcomes the better measures, and what does a funder lose by optimizing for the wrong one?

Volume tells you how busy the system is. It doesn't necessarily tell you whether it's working.

You could automate thousands of interactions and reduce handling time considerably, but if good enquiries are dropping out, information is incomplete or people are having to contact you again because nothing was resolved, you've created efficiency on paper rather than value for the business.

I'd ask: Did the enquiry progress? Was the right information captured? Did it reach the right person? Was unnecessary follow-up avoided?

That's the real ROI of a conversation. Passing a message is activity; gathering what's needed for the next stage creates progress. For funders, optimizing purely for volume risks making the top of the funnel look efficient while valuable opportunities are being lost underneath it.

There is a wider lesson here for AI, too. We're seeing businesses invest heavily in technology without always being clear about the outcome they're trying to improve. That's where an AI value gap can emerge; when adoption increases, but the commercial return doesn't necessarily follow.

Consumer legal funding is drawing more state-level regulation in the U.S., much of it centered on disclosure and how claimants are communicated with. How should that shape the way a funder designs an AI-assisted intake process?

It makes clear boundaries and good governance even more important.

I'm not a lawyer, so I wouldn't tell funders how to interpret individual state requirements, but from a customer communication perspective, AI should make a compliant process easier to follow, not harder to understand.

Funders need to define what an AI system can say and do, what information it can collect and when human involvement is required. If a conversation involves important disclosures, nuanced questions or judgment, there should be a clear escalation path.

Technology can support consistency, but it shouldn’t remove human oversight. In a regulated environment, knowing what your AI shouldn’t do can be every bit as important as knowing what it can. I’d build the guardrails at the beginning rather than adding them after deployment.

Looking out two to three years, what does a well-run intake operation at a litigation funder look like, and which parts of it do you expect will still be human?

I think the best intake operations will feel simpler to the claimant, even though the technology behind them will be more sophisticated.

AI will increasingly handle predictable work: answering routine questions, gathering and structuring information, identifying missing details, scheduling next steps and routing enquiries with the right context. It will also work behind the scenes, reducing administration and helping people find information quickly.

What won't disappear is the human role at the moments that matter most. When somebody has a complicated story, is uncertain about the process, needs reassurance or simply doesn't fit the expected pattern, judgment and empathy will remain essential.

So, I don't see the future as AI-led or human-led. It will be intelligently blended. The best technology will almost disappear into the experience; the claimant will simply feel understood and know they're moving forward.

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