How do you build real trust in a world of massive caseloads and minimal client contact? That’s the question Cameron Andrus, Mass Tort Manager at Balaban Law, LLC, addressed in a recent episode of the Trial Lawyer View by Synergy podcast, and the answer might surprise you. In a legal landscape dominated by aggregators, automation, and ever-increasing client expectations, Andrus offers a human-centric approach to mass tort litigation, one rooted in clear communication, realistic expectations, and ethical client care.
Whether you’re already managing a mass tort caseload or exploring ways to expand your firm’s impact, this conversation is a masterclass in turning high-volume litigation into high-integrity outcomes.
🚀 The Real Difference-Maker in Mass Torts? Human Connection.
Mass tort litigation is an arduous slow process. That’s a fact. But Andrus believes the frustration clients often feel isn’t about the timeline, it’s about feeling forgotten. From the first intake call, his team focuses on setting clear expectations. That means telling clients upfront: this isn’t a quick process. In fact, the average case may take 5 to 10 years.
But when clients know what to expect and why they’re more likely to trust you through the wait. And that trust? It’s built call by call.
“You’re getting into this, but it doesn’t go fast… When I tell a client that, they don’t get discouraged. They get prepared.” – Cameron Andrus
📞 Communication Is a Competitive Advantage
Andrus doesn’t just talk about client-centered communication. He’s built a system around it:
- Initial biweekly calls to build rapport
- Ongoing 90-day minimum touchpoints
- Letters written at appropriate reading level and tested by someone with no legal background
He even sends drafts to a friend who lays concrete for a living. “If he can understand it, my clients will too,” Andrus says.
This isn’t just good client service. It’s smart operations. Fewer calls asking for case updates. More trust.
🧠 Mass Tort Is Psychology
Clients with cancer or chronic conditions often forget who their lawyer is. Not because they don’t care, because they’re overwhelmed.
This is where soft skills become hard strategy. Andrus urges lawyers to treat every claimant as a person, not a file. That means using plain language. Explaining discovery in terms of life impact. Being honest about what a case is worth and what it’s not.
“Every client thinks their case is worth a million dollars,” he says. “You have to help them understand why that’s unlikely, without making them feel dismissed.”
💡 Case Resolution Starts on Day One
If you’re not projecting injury values at intake, you’re behind.
Andrus recommends building projected injury category lists as early as possible. Age, severity, and comorbidities, these are all objective factors that shape case value and manage expectations throughout the lifecycle.
This preparation also supports smoother transitions during resolution and distribution, reducing chaos at the back end.
🧭 Ethics Isn’t Just a Legal Obligation. It’s a Business Strategy.
Perhaps the most striking takeaway? Andrus doesn’t just believe in legal ethics, he runs his operations by a higher moral standard.
He’s refused to chase volume over values. And prioritized clients who trust the process over those chasing big paydays.
“Ethics and morals are important. What we’re ethically required to do is the floor. But morally? We have to be better than the corporations that harmed our clients.”
🛠 Vet Your Vendors
It’s easy to focus all your vetting efforts on claimants. But Andrus flips that script. “Your marketing partners, your data vendors, your lien resolution firms, those are the people representing your brand before you ever speak to a client,” he explains. The point? Treat your vendor relationships like co-counsel decisions. If you wouldn’t take them hunting with you (Andrus’ personal metric), don’t let them near your clients.
🌄 Why This Matters to the Peak Practice Community
Cameron Andrus’ approach matters to the Peak Practice community because it shows that scale doesn’t have to come at the expense of client experience or trust. His belief in clear expectations, honest communication, and ethical vendor partnerships reflects a deeper commitment to doing right by every claimant, even in high-volume mass tort work. This directly supports Peak’s mission to help personal injury firms grow with intention, while Synergy clears the path by eliminating lien resolution friction.
🎧 Listen to the full podcast conversation on Trial Lawyer View here: https://triallawyerview.com/podcast/cameron-andrus/
🔗 Want more insights like this?
If you’re a personal injury lawyer ready to scale, streamline, and step into your role as CEO, let’s talk. Join the Peak Practice Community, and learn how synergy. can help you eliminate settlement bottlenecks, resolve complex liens, and maximize recoveries. Learn more here: https://partnerwithsynergy.com/peak-practice/
If you want to grow and scale your law firm more effectively, consider partnering with Synergy for lien resolution. Learn more at: https://partnerwithsynergy.com/liens/
