There’s a new wave of customer empowerment coming. It’s
called Justice-as-a-Service (JaaS), and you need to know about it because it
benefits you – you just don’t know it yet.
We’ve all experienced bad products and services. We’ve just come
to accept it. We’ve learned to pick our battles and only invest our precious
time in “making things right” when potential justice and retribution is within
reach. But in most cases, we don’t do anything. We figure it’s not worth it. What are these injustices? Well, they range from all areas
of B2C interaction. Maybe your flight got cancelled. Or your cable subscription
got more expensive. Or maybe you bought something online and the day after the
price dropped. Or the package arrived two days late. Sound familiar?
How come companies can get away with this? One would think
they would try to deliver the best product or service every time. But even
though the intentions are right, it isn’t always possible. Some companies will
downright speculate in delivering bad customer experiences to optimize for
revenue. Luckily, there are consumer laws in place to make sure you don’t get
taken advantage of. But laws are typically not worth much, unless you know they
exist, and most people don’t.
Justice-as-a-Service is an on-demand service, powered by tech, that challenges private
and public companies by representing the consumer in their fight for justice/compensation
based on laws, consumers’ rights, and contract of carriage.
Why is there a need
know your consumer rights. No one has 2-3 hours to study international, regional and state consumer laws
to find out if you are entitled and what you are entitled to.
know how to claim and neither does the service provider. The companies who stand to loose
money will not make it easy for you to claim. Try calling any customer
representative and ask about your consumer rights. Most likely they won’t know them
or know how to make a claim.
have the time to fight for your
rights. After you’ve read the law, found
out how to claim and filled out the paperwork, you likely have to follow up in
order to get an answer. Most people don’t claim because it’s simply not worth
their time and frustration.
very unlikely. If you finally succeed on getting
an answer, the chances of your claim being rejected is very high. This is
partly because the company delivering the service doesn’t know the consumer
laws, but also because there’s a tendency to speculate that if they don’t
answer or reject your claim, you won’t take any further action.
Litigation on consumer rights has existed for decades. Every
time you see a “No Win, No Fee” sign you’re most likely reading an offer on
legal representation to claim some form of compensation on your behalf. This
can be anything from car accidents to failed hip surgery – hence the name “ambulance
chasers.” So how is JaaS different?
Traditional litigation law mostly focuses on high value claims.
Otherwise, it wouldn’t make sense for the lawyer to spend time on processing
the claim and take legal action if needed. That rules out all small consumer
right claims with low claim value. JaaS companies are different. The rise of big data and the
access to this data has made it possible to build software that automatically
validates a claim instead of someone manually assessing it.
As a result, a larger part of the claim procedure can be
automated making the unit economics work for a much wider range of consumer
right claims. Another way JaaS is different from classic litigation law is the
use of online platforms such as web and mobile apps. This enables on-demand
assistance and protection at the time of need – it’s the same reason Uber
boosted the entire ground transportation industry by making it easy and
convenient to order a taxi at the time of need. The combination of automation,
online user interaction and legal tech pushes the development and allows
scalability. All this wasn’t possible a decade ago.
Who is doing JaaS?
The first brave pioneers are already experimenting in many
different verticals. The revenue model is mostly the same. “No Win, No Fee”
either as a share of the compensation or a fixed fee. Here are some examples
worth following and perhaps trying out for yourself:
AirHelp. Helps you get money back from
airlines if you’ve been on a delayed or cancelled flight, according to air
passenger rights laws. You type in your flight info or login with your email.
AirHelp then fetches all of your flight confirmation emails from the past 3
years (statute of limitation) and shows you your flights that are eligible for
compensation. They charge a 25% service fee if they are successful in getting
you your money. If not, then it’s free. AirHelp uses flight, weather and
airport data to automatically validate a claim. Then the law is applied and a
probability analysis is made to determine the likelihood of claim’s success.
Everything happens in seconds before claim docs are generated and then sent to
Fixed. Take a picture of your parking
ticket. Send it to Fixed and they will challenge your ticket on your behalf.
Fixed charges a flat fee (depending on your location) if successful.
Paribus. Paribus monitors your Amazon orders by granting
them access to your order history through Amazon’s API. If the price drops shortly
after you made a purchase then you’re entitled to the price difference,
according to Amazon’s terms and conditions. Paribus automatically sends the
claim to Amazon on your behalf and charges a fee of the refund.
BillFixers. For a percentage of the savings,
BillFixers fix your mobile or cable bill by making sure you’re not paying more
than what is being offered in the latest marketing campaign from the mobile or
71lbs. B2B service for shipping delays
and lost packages. 71lbs monitors your UPS and FedEx packages, and if they are delayed
the company claim compensation according to T&Cs.
JaaS is about converting law into code and making it
available in the palm of your hand. It’s legal tech and big data coming together
to disrupt and expand an industry that has a bad history of being very manual
and slow to adopt the latest technology, as their incentive is to invoice as
many hours as possible. We’re seeing the beginning of an industry that not only
will force lawyers to start thinking in code, but will also make life easier for
you and I by standing up for the consumer and providing justice…and all that JaaS!
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