Forced arbitration is something companies do to make you settle a dispute.  In Spectrum’s case, forced arbitration is embedded in the fine print of your service agreement so if something happens to you and you signed that agreement, you would have no choice but to privately arbitrate.
In the case of Betty Thomas, had she signed, her heirs would have been entitled to less than $200 (the amount of her last statement) for her wrongful death.  Spectrum forged her signature and were caught which is why the jury awarded her heirs so much money.
In addition to trying to get away with forcing the family into arbitration, they continued to bill Betty Thomas AFTER HER DEATH for the service call by her murderer and when she didn’t pay because SHE WAS DECEASED, they sent the bills to collections.  This shows how little they care about your life and only want your money!