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Daniel Stainback

on 5 June 2014

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David A. Isaac
Chief Executive Officer
P: 631-470-5055

Karen B. Shaer
General Counsel & Senior
Executive Vice President
P: 631-470-6861

Neil L. Zola
P: 631-470-5154

Jennifer M. Keough
Chief Operating Officer and
Executive Vice President
P: 206-876-5276

GCG Team Contacts


“I have used GCG for several class action administrations and have always been impressed with their attention to detail, responsiveness and professionalism. In my experience, GCG has performed exceptionally well. I look forward to collaborating with the GCG Class Action team on future engagements.”
– Eric M. Roth, Partner, Litigation, Watchell, Lipton, Rosen & Katz

“Bernstein Litowitz Berger & Grossmann has used GCG as a claims administrator since its founding because of its dedication, responsiveness and highest quality of work. Because of its excellent work, GCG has administered many of our most significant cases, including our largest, the $6.15 billion WorldCom settlement.”
– Edward Grossmann, Partner, Bernstein Litowtiz, Berger & Grossmann LLP

“We worked with GCG on a very complex international antitrust class action settlement. Their performance across the board was exceptional. Among other things, GCG successfully designed and implemented one of the largest international multilingual notice campaigns ever undertaken. GCG’s highly experienced and professional staff helped us guide our client through this process and did so within budget every step of the way. Just as valuable as their technical expertise was their focus on client service and the cooperative attitude with which they undertook this extraordinarily challenging project. Working with them was truly a pleasure.”
– Eric Mahr, Partner, WilmerHale


“My firm has worked with GCG on several matters, both on the debtor side and creditor side, with varying degrees of complexity. In every situation, GCG has proven to be an expert in their field. They are available to meet our needs and those of our clients any time, day or night. Their incredible level of responsiveness distinguishes them in a very competitive landscape and is the reason we continue to hire them.”
– Ira S. Dizengoff, Partner, Akin Gump Strauss Hauer & Feld LLP

“I really appreciate the help and advice that all of you have provided to us over the last several months…having the support of such a knowledgeable team has made things a lot easier for me.”
– W. Kirk Bosche, Chief Financial Officer, Foothills Resources, Inc. following confirmation of the plan
in the Foothills Texas, Inc. case

“When it was time to select a bankruptcy claims, noticing, and balloting agent for the Boston Generating chapter 11 case, GCG was our immediate choice based on their industry reputation and the expertise of their team. In hindsight, I am even more convinced that our choice was the correct one. Throughout the course of the Boston Generating case, the GCG team responded promptly to our inquiries, took initiative in terms of increasing efficiencies and – most importantly – they listened to and addressed our thoughts and concerns both large and small. The GCG team was exceptional in handling all aspects of this complex chapter 11 case.”
– David Sheffey, Assistant General Counsel and Corporate Secretary, US Power Generating Company,
former parent of Boston Generating


“GCG’s performance in connection with the Accuride solicitation was outstanding. GCG’s attention to detail, professionalism and well-designed procedures were all critical to thwarting a challenge to the Plan. And GCG’s testimony at the hearing demonstrated an expert’s grasp of the subject matter, especially regarding solicitation of holders of publicly traded securities. I would not hesitate to hire them again and highly recommend them.”
– David Heller, Partner, Latham & Watkins LLP

“I have worked with the Chapter 11 Business Reorganization group at GCG since its inception and highly recommend them. The individuals I have worked with are a very talented group of people who have significant, relevant prior experience and are committed to doing excellent work and providing the highest level of client service. They also enjoy the distinction of working within an organization that has been a significant player in the class action and legal noticing fields, an expertise
that has come in handy in some of our Chapter 11 cases.”
– Karen A. Giannelli, Director, Gibbons P.C.

“With only seven months to effectuate the restructuring of R.H. Donnelley Corporation, a sophisticated company with a complex capital structure and several groups of constituents, the GCG team in Chicago, Ohio and New York were able to help my firm and our client run a marathon at a sprint pace to successfully reach the finish line. GCG was able to respond to special requests with little warning and provided valuable support and knowledge to our team.”
– Jeffrey C. Steen, Partner, Sidley Austin LLP


“GCG is regarded by most counsel experienced in class action litigation as setting the platinum standard for settlement administration. It was named the best Claims Administrator by the New York Law Journal in 2010 and has routinely been approved by courts around the country to act in this capacity.”
– Mem. In Support of Petition of Preliminary Approval of Class Action Settlement and Appointment
of Class Counsel, Rowles v. Chase Home Finance, LLC (D.S.C. Apr. 21, 2011)

“Independent Accounting Firm Eisner LLP found GCG’s claim processing to be 99.97% accurate in connection with the Landmark $6.15 billion WorldCom settlement stating, among other things: Eisner applied the detailed calculation procedures to approximately 1,500 individual transactions in the Top Twenty Claims and our calculation of Recognized Loss Amounts for these claims agreed to the Recognized Loss Amounts calculated by the Claims Administrator without exception.”
– Independent Accountant’s Report on Applying Agreed-Upon Procedures,
WorldCom Securities Litigation

“I have worked with the GCG on many occasions. Their work is beyond reproach. They are true professionals and their customer service is absolutely refreshing. They have answered my questions during many late night hours. I wholeheartedly recommend them.”
– David W. Long-Daniels, Shareholder, Greenberg Traurig, LLP

Why GCG?

Our significant class action and regulatory settlement administration experience distinguishes GCG from any other administrator in the industry.

Our vast infrastructure, personnel, facilities and technological capabilities
have allowed GCG to handle class action and bankruptcy cases
involving tens of millions of claims, including some of the largest class action and bankruptcy cases in history, with independently verified quality and accuracy at the highest levels.

The GCG team’s credentials, education and reputation for exceptional client service are unparalleled in the legal administration industry.

Distribution SERVICES:

In each of the seven independent audits of GCG conducted in the past several years, GCG’s settlement processing has been found to be at least 99.97% accurate
Unlike any other claims administrator, GCG has received the American Institute of CPA’s prestigious
Service Organizations Controls (“SOC-2”) Report
As described in that SOC-2 Report, EisnerAmper LLP attests that GCG’s controls are designed to meet the AICPA’s rigorous trust services criteria established for each of their five Trust Service Principles (“TSPs”):

Case Profiles

ZeekRewards Receivership

Hired by SEC Receiver to administer ZeekRewards (“Rex Venture”) Receivership
Notice sent to approximately 2 million investors
Settlement fund of $300 million

US Fidelis, Inc. Bankruptcy Case

Administered the US Fidelis Customer Restitution Fund to benefit affected consumers who purchased
extended auto warranties from the now bankrupt US Fidelis
Designed and mailed approximately 650,000 notice and claim packets
Created and currently maintaining a customized website with online claim filing capability
Handled over 65,000 calls
Working closely with an executive steering committee of Attorney Generals to manage the review and validation of consumer claims and to distribute the fund’s assets to holders of allowed consumer claims

Case Profiles

WorldCom Securities Litigation

$6.3 billion settlement administration
Distributed notice materials to nearly 4 million parties on three separate occasions and processed
nearly 1 million claims
An independent audit determined GCG’s processing and claim calculations to be over 99.97% accurate
Provided nearly 70,000 potential class members with direct assistance from a live operator
Distributed over 2.1 million checks totaling over $74 million

Classmates.com Class Action Settlement

Administered class action settlement regarding privacy rights of Classmate.com subscribers
Emailed notice to more than 57 million class members and received 1,250,000 hits on interactive website
Handled over 30,000 subscriber emails
Processed nearly 700,000 claims
Distributed 595,000 checks and paid 100,000 claims via PayPal

Case Profiles

Visa Check/MasterMoney Antitrust Litigation

$3.05 billion settlement administration
Mailed notice to over 8 million potential class members and processed more than 800,000 claims
Processed complex data from 85 sources including 200,000,000 transactions
Handled hundreds of thousands of phone calls and tens of thousands of emails and correspondence
Distributed nearly 2 million checks for total proceeds of approximately $2.61 billion in seven separate distributions

Motors Liquidation Company (f/k/a General Motors) Bankruptcy

4th largest bankruptcy filing in U.S. history ($96 billion in assets)
Distributed more than 9.5 million notices
Processed more than 70,000 claims with asserted values exceeding $40 billion
Processed more than 700,000 pieces of returned mail
Published legal notices in United States and internationally for an estimated circulation in excess of 6 million translations for foreign publications

AMR Corporation et al. (American Airlines) Bankruptcy

Second largest U.S. airline bankruptcy in history ($24.7 billion in assets)
More than 300,000 creditors
Central role in developing and implementing highly complex distribution scheme

Case Profiles

Gulf Coast Claims Facility

$20 billion fund established by BP for damages arising out of the Gulf oil spill
Mailed more than 550,000 claim packets and received more than 1 million claims
Designed (and continue to maintain) official and secure website in multiple languages, which have had
more than 1.2 billion website hits
Handled more than 7 million calls (including more than 330,000 calls in one day) and 1 million emails
Distributed payments to more than 225,000 claimants totaling in excess of $6.5 billion
Created (and continue to maintain) database with more than 70 million records/images

Deepwater Horizon Economic and Property Damage Settlement

Class action settlement estimated at approximately $7.8 billion
Launched 70,000 square foot intake facility in 30 day period, with over 200 initial employees
Recruited and trained more than 800 new employees for call center
Mailed more than 1 million personalized notices to potential class members and their counsel
Designed (and continue to maintain) official website in English, Spanish and Vietnamese
Processed more than 24,000 “opt-out” requests on an expedited basis
Distributed in excess of $1.1 billion in 5 month period

GCG has handled some of the nation’s largest, most complex and high-profile class actions, bankruptcy cases, regulatory cases and other administrations. No administration firm has a broader base of experience than GCG.

Below are a few examples with some notable case highlights:

Indian Trust Settlement

$3.4 billion landmark settlement administration
Largest government class action settlement in U.S. history
Distributed notice materials to more than 700,000 individuals
More than 2.5 million minutes of class member call time
Provided informational video in 10 languages on website
Assisted with extensive clean-up of a complicated and incomplete database, including conducting research to locate individuals and account holders
Commenced distributions ahead of the Court-ordered schedule with nearly 80 percent of checks issued to date being cashed by the recipient in less than 20 days

Case Profiles


GCG is a full service class action, bankruptcy, regulatory, mass tort and other settlement administrator that has provided comprehensive legal administration services for 30 years.

GCG has mailed over 290 million notices; processed over 51 million claims; distributed over $35 billion dollars in compensation; and issued over 30 million checks. GCG has disseminated over 800 million emails; handled over 28 million calls; and designed and launched thousands of case websites.


GCG maintains a staff of over 1,500 employees in 10 offices across the country, with state-of-the-art
dual headquarters in Lake Success, New York and Seattle, Washington.

GCG operates a 60,000 square foot processing facility in Dublin, OH with call center, database storage,
audit control and other capabilities.

Our national presence allows for full client and claimant services across all United States time zones,
and our vendor relationships allow for the latest possible mailing and shipping options.


GCG is a wholly owned subsidiary of Crawford & Company, the leading risk adjusting firm in the world (NYSE symbols CRD.A/CRD.B).



Our team includes more than 60 formerly practicing attorneys, including all four members of our Executive Management Team, who together have 100 years of legal and industry experience.

GCG’s team includes former practitioners and paralegals from top firms, including:
Akin Gump Strauss Hauer & Feld LLP
Jones Day LLP
King & Spalding
Kirkland & Ellis LLP
Skadden, Arps, Slate, Meagher & Flom LLP
Troutman Sanders LLP
Wachtell, Lipton, Rosen & Katz
Weil, Gotshal & Manges LLP

Our training and experience means we add value to every aspect of your project, approaching each task with the same discernment and judgment you yourself would exercise.

GCG’s depth of experience and eye for quality in this regard runs throughout its operations staff, processing staff, mail staff and programming staff.

GCG at a Glance
GCG Experience / Case Profiles
GCG Services
Why GCG? / References and Testimonials
GCG Team Biographies and Contact Information


Distribution SERVICES:

* The Worldcom case included supplemental distributions that caused the total payments to exceed the total settlement fund.

Defense and plaintiff counsel, federal, state and local governmental agencies and corporations throughout the U.S. and internationally have entrusted GCG to distribute billions of dollars. To date, GCG has distributed over 30 million checks
and wires totaling over $35 billion and a significant number of securities. Here are some examples.



Matrix data collection and preparation
Identifying “Special Notice” parties
Assistance with “First-Day” data collection
and related exhibits
Customization and implementation
of communication initiatives, including
website and call center
Customization of case administration
and management initiatives
SoFA and Schedules data collection


Class action, regulatory &
mass Tort services

Pre-Settlement Consultation to design a Notice and Administration Plan suited to your litigation
Notice Plan Implementation, including a Legal Notice Expert who is qualified to opine as to the effectiveness of the Notice Plan
Settlement Database Customization, including remote access for counsel/parties with custom levels of security and access as you direct
Customized Settlement Website, including online claim filing and other interactive
claimant options
Claimant Service Options, including scripted Interactive Voice Response, live Customer Service Representatives, and standalone service centers strategically located for in-person inquiries
Claims Processing
Distribution of funds/vouchers/stock/consideration, across the United States and internationally
Tax Documents and Reporting
Customized Reports and Declarations to counsel and the Court


Neil L. Zola became President of GCG in 2006. Under Mr. Zola’s leadership GCG has experienced tremendous growth and positioned itself to handle some of the most complex class action and bankruptcy matters in our country’s history. Mr. Zola’s leadership style includes hands-on management of some of the company’s most high-profile cases including the $512 million Auction Houses Antitrust Settlement, the $3.05 billion VisaCheck/MasterMoney Antitrust Settlement, the $6.15 billion WorldCom Securities Litigation Settlement, the $1.1 billion Royal Ahold SecuritiesSettlement, which is the largest international securities settlement of all time, and the landmark BP Deepwater Horizon $7.8 billion class action settlement. In connection with the BP settlement, in 2012 Mr. Zola oversaw the creation of GCG’s 35,000 square foot processing center in Hammond, Louisiana, which was built, staffed and operational within two months of conception. Clients continue to seek out Mr. Zola’s expertise – both as a seasoned administrator and as a former litigator – on new projects since he is always available to consult on matters, regardless of their size. He has appeared many times in Court to explain the mechanics of administration programs.

Mr. Zola is constantly working to innovate GCG’s process in the ever-changing administration landscape. Initiatives launched by Mr. Zola include: GCG’s centralized mail facility in Ohio, effectively linking the West Coast and East Coast operations of the company, the invention and development of GCG ICE™, a patented system for Institutional filers to submit electronic claims in Securities Cases, and the expansion of GCG’s West Coast presence in a new 50,000 square foot facility in Seattle. Mr. Zola was also instrumental in orchestrating GCG’s first ever acquisition in 2011 of Settlement Services, Inc. (“SSI”), an administration firm specializing in employment and discrimination class actions.

Mr. Zola joined GCG in 2000 as the firm’s first General Counsel. He became Executive Vice President & Chief Operating Officer in March 2002 and was promoted to his current position in 2006. Prior to joining GCG he was a partner with a boutique securities litigation firm in New York City where he worked for nearly 10 years on a multitude of complex litigation, including class action securities fraud, antitrust and consumer matters.

Mr. Zola earned his J.D. from UCLA School of Law, where he has served on the Board of the Law Alumni Association, and his B.A. in English, cum laude, from the University of Pennsylvania. He is the recipient of the Distinguished Legal Service Award sponsored by Corporate Legal Times and Lexis Nexis. Mr. Zola has been a speaker on class action issues and has authored several articles, including, “Notice Requirement in the Wake of Orthopedic Bone Screw,” published in The New York Law Journal.

Neil Zola

GCG Team Biographies

Named a Best Claims Administrator by The New York Law Journal for Three Years in a Row

Named a Best in Claims Administration by The Legal Intelligencer

Named a Best Claims Administrator by The Recorder


May 30, 2014

Executive VP & Chief Operating Officer

As Executive Vice President and Chief Operating Officer of GCG, Jennifer Keough oversees all operations across every practice area company-wide, including strategic planning and business development. In addition, she is responsible for managing GCG’s West Coast Headquarters in Seattle, the Midwest Contact, Mail & Processing Center in Ohio, and the Louisiana Operations Center. With more than 20 years of legal expertise, Ms. Keough has handled some of GCG’s largest and most high-profile matters, including Gulf Coast Claims Facility, Williams Securities Litigation, Napster Copyright Litigation, American Express Financial Advisors Securities Litigation, Indian Trust Settlement and the Engle v. RJ Reynolds Tobacco, Co, et al, among others.

Since joining GCG as Vice President and Managing Director, Ms. Keough has helped the company establish a formidable presence in the region and the nation. The Seattle office, which she opened in 2003 with just three employees, has since grown to include more than 300 under her leadership. In June 2012, the Seattle office moved into a 45,000 square foot, expanded state-of-the-art facility in Seattle’s SODO district, to support the growing personnel and caseloads. With Seattle as GCG’s foundational cornerstone for national expansion efforts, the facility quickly grew to become GCG’s West Coast Headquarters. Under her leadership, GCG has continued to expand nationally to meet the demands of our growing client base.

Ms. Keough’s expertise, dedication and hands-on management style are unmatched in the industry and have greatly contributed to GCG’s success. She has extensive experience in all facets of notice campaigns, with particular expertise in the innovative construction of processes involving highly complex data issues, extensive documentation requirements, healthcare matters and high dollar awards.

In 2005, Ms. Keough was promoted to Senior Vice President, and was promoted again to Executive Vice President in 2009. In 2011, she assumed her current role as Chief Operating Officer. As a former client of GCG, Ms. Keough brings an insider’s perspective with extensive experience and operations knowledge. Prior to joining GCG, she worked as a Class Action Business Analyst for Perkins Coie, Washington State's largest law firm, where she was responsible for managing the settlement implementation process for large class action settlements. Prior to that, Ms. Keough worked for more than a decade at Smith & Hennessey PLLC, where she managed large scale legal projects and financial investigations in complex matters. 

Jennifer M. Keough

GCG Team Biographies

Senior Executive VP & General Counsel

As Senior Executive Vice President & General Counsel of GCG, Karen Shaer is responsible for handling legal matters for the company, overseeing the company’s Legal Department and reporting directly to the CEO and President. Shaer joined GCG in September 2001 as Senior Vice President and Managing Director to launch a newly formed Business Reorganization division. She assumed this business role at GCG after having served as general counsel of another company, where she guided that other company through the chapter 11 bankruptcy process. In April 2003, after having successfully launched the new Bankruptcy Division at GCG, Ms. Shaer assumed the role of General Counsel of GCG. In September 2006, she was named Executive Vice President and in November 2011, she was promoted to Senior Executive Vice President, while retaining her General Counsel title and position. In these roles she has been part of GCG's executive team that helps chart the strategy for the entire company. Ms. Shaer regularly draws upon her experience as an attorney, including in the class action, bankruptcy and regulatory arenas, to provide valuable advice and guidance on the cases administered by GCG as well as contribute to the successful expansion of GCG's services.    

Prior to joining GCG, Ms. Shaer worked at American Family Enterprises, a subsidiary of Time, Inc., as General Counsel and was an advisor to the CEO/President and the Board of Directors. During her tenure at that company, she managed a chapter 11 reorganization, as well as all litigation and alternative dispute resolutions, encompassing defense of multi-state Attorneys General actions and more than 60 major state and federal individual and class actions. Prior to that, she served with the U.S. Attorney's Office, Southern District of New York, where her positions included Deputy Chief, Criminal Division and Assistant United States Attorney, including in the securities anti-fraud unit. Earlier in her career she was a litigator involved in a wide range of civil litigation and criminal defense work with the firms of Lankler Siffert & Wohl and Wachtell, Lipton, Rosen & Katz.

Karen B. Shaer

GCG Team Biographies

Chief Executive Officer

As a former class action litigator, David A. Isaac brings a multi-faceted perspective to client engagements. Mr. Isaac has been at the helm of a transformation that has seen GCG grow from a 50-person firm to one that employs more than 1,000 people in 10 offices across the country.

To foster this rapid growth, Mr. Isaac enhanced and expanded GCG’s services and ‘one stop shopping’ capabilities. Under Mr. Isaac’s leadership, GCG began to provide Chapter 11 reorganization services in 2001. He then built a full-fledged in-house advertising agency to create and implement legal notice programs for class action and bankruptcy cases. Mr. Isaac’s ability to recruit a staff of legal and business professionals is unmatched in the industry. As a result of this major expansion, GCG now serves law firms and corporations coast-to-coast with offices nationwide.

Mr. Isaac joined GCG’s Senior Executive Team as Vice President and Director of Legal Services in 1996 and became President in 2000. In September 2006, he was named Chief Executive Officer. In January 2008, he was appointed to the Global Executive Management Team of Crawford and Company, GCG’s parent company. 

David Isaac

GCG Team Biographies


Daniel H. Golden
Lisa G. Beckerman
Akin Gump Strauss Hauer
& Feld LLP
One Bryant Park
New York, NY 10036

Anthony J. Jackson
Deloitte CRG
2200 Ross Ave.
Suite 1600
Dallas, TX 75201

Marc Kieselstein
David Seligman
Kirkland & Ellis LLP
300 North LaSalle Street
Chicago, Illinois  60654

Eric M. Roth
Wachtell, Lipton, Rosen & Katz
51 West 52nd Street
New York, NY 10019


Kenneth Feinberg
Feinberg Rozen, LLP
780 Third Avenue
26th Floor
New York, NY 10017

Allen D. Applbaum
FTI Consulting, Inc.
3 Times Square
9th Floor
New York, New York 10036

Mark McDermott
Skadden, Arps, Slate, Meagher & Flom LLP
Four Times Square
New York, New York 10036

Michele Hirschman
Paul, Weiss, Rifkind,
Wharton & Garrison LLP 
1285 Avenue of the Americas
New York, NY 10019

Max W. Berger
Edward Grossmann
Bernstein Litowitz Berger
& Grossmann, LLP
1285 Avenue of the Americas
New York, NY 10019

David Pauker
Managing Director
Goldin Associates LLC
350 Fifth Ave
New York, NY 10118
Kenneth P. Kansa
Sidley Austin LLP
One South Dearborn Street
Chicago, IL 60603
Jacqueline A. Jones
VP & Assoc. General Counsel
Patriot Coal Corporation
12312 Olive Boulevard
St. Louis Missouri 63141


Stephen Karotkin
Stephen Youngman
Joseph H. Smolinsky
Weil Gotshal & Manges LLP
767 Fifth Avenue
New York, NY 10153
Karen A. Giannelli
Gibbons, P.C.
One Gateway Center
Newark, NJ 07102-5310
Marshall S. Huebner
Davis Polk & Wardwell LLP
450 Lexington Avenue
New York, NY 10017

Peter K. Vigeland
Wilmer Cutler Pickering Hale
and Dorr LLP
7 World Trade Center
250 Greenwich Street
New York, NY 10007
Full transcript