Arc Legal Group Arvostelua 

I am fortunate to have had a successful outcome of my case due to being covered by my Legal Expenses Insurance. I have suffered a life changing injury and I cannot stress strongly enough that this cover should be included by anyone else taking out insurance in the future. Without it, my case would never have been possible through Arc Legal Group.
Overall, Arc Legal Group were first class, from start to finish in pursuing my successful claim.

Thank you
Call handler was very kind.

Very helpful and guided me to the right department for my spefic needs.

The advice was comprehensive and helpful by a friendly legal advisor.
Once a claim is submitted there is a 5 working day response time but we needed a faster reply. If this was reduced to 2/3 days, that would move this to a 5 star rating

Clear advice, understood questions first time.

All good and easy to chat with

Excellent on time response with great understanding

Called within the scheduled time slot. Provide me with claim form and explained what was covered.

Very helpful advice and did not take too long on the phone

This is one of the biggest insurance scam that the government is sleeping on and the innocent public is paying the price this company works for various insurance and when ever I had a legal issue thier focus is not on how to help but how to avoid the claim. Never take legal insurance and it won’t cover you anyways.

Fast and efficient - good people to deal with.

Claim 026/013733

Our experience with ARC has become so farcical that it is becoming difficult to describe without sounding as though I’m making it up.

We have a complicated neighbour/property dispute. From fairly early on, our concern was that the case seemed to be receiving what I can only describe as light touch, conveyor-belt, automated panel-solicitor treatment rather than anybody really getting to grips with the evidence.

We challenged the original legal assessment. We were then told that, at our own expense, we needed to obtain further legal advice giving percentage prospects of success — despite the original panel solicitor apparently not having provided ARC with an equivalent percentage assessment in the first place.

We spent £1,500 obtaining independent legal advice stating we had excellent chances of success against a party who really had no case.

ARC then agreed that the original panel solicitor should reassess the case and submitted it again with instructions to reassess. More than five weeks passed while ARC chased them. The panel solicitor then contacted us direct just to check whether we wanted them to reassess it before they went ahead…

Meanwhile, the dispute moved on. The other party had instructed its own legal-expenses panel solicitor firm and we had received a formal Letter Before Claim.

ARC then offered to send our case elsewhere for a fresh assessment.

We replied in writing and made one point exceptionally clear:

Do not send our case to XXXXX law firm (obviously we clearly named them) - the law firm acting for the other side.

…guess what happened next.

ARC sent our case directly to the law firm acting for the other side.

It was the legal-expenses equivalent of putting a large red button on a desk marked DO NOT PRESS and watching somebody immediately press it.

We realised what had happened because ARC sent us a letter telling us where the case had been referred. I happened to see it shortly afterwards and telephoned immediately.

The response was perhaps the most astonishing part.

Rather than seeming to appreciate why we might be alarmed that our legal-expenses claim (all the defense paperwork and evidence) had been sent to the firm currently representing the people threatening proceedings against us, the attitude appeared remarkably apathetic and almost “so what”. We were told, in substance, that it had only been sent a couple of hours earlier so ARC would contact the firm and get them to delete the information.

That rather missed the point.

ARC did not identify the problem. We did.

Had I not happened to be available, seen the email and telephoned within roughly an hour and a half, I have no idea how long the referral would have remained there.

We are now having to ask ARC exactly what was sent, who received it, whether it was accessed and what steps have been taken to deal with the situation.

The obvious confidentiality, data-protection and regulatory implications appeared to attract remarkably little concern. Whether this ultimately amounts to a reportable data-protection issue or any regulatory breach is for the appropriate bodies to determine, but when somebody has potentially sent your claim information to the solicitors acting for the opposing party, you would at least expect the seriousness of the conflict, potential prejudice, GDPR, FCA-regulated claims-handling and confidentiality issues to be recognised immediately.

What has frustrated us most is not one isolated mistake. It is the cumulative experience: an assessment we did not believe properly engaged with the case, being required to spend our own money challenging it, weeks of delay obtaining a reassessment, then finally being offered a fresh assessment only for ARC to send the case to the one firm we had specifically told them not to send it to.

Legal-expenses insurance is supposed to provide reassurance when you are dealing with a stressful legal dispute. Our experience has been almost the reverse. We have spent an extraordinary amount of time checking, chasing and correcting the people who were supposed to be helping us.

At this stage, I’m half expecting ARC to tell me that the world is flat, sailors fall off the edge and therefore my claim has no reasonable prospects of success.

We have now made a formal complaint and will take the matter to the Financial Ombudsman if it is not resolved satisfactorily.

The person I spoke to wasn't particularly helpful and suggested I contact a Solicitor for advice. I thought 'advice' was the very reason I arranged this cover in the first instance!!!

Swift, helpful advice

The people I spoke to were caring, professional and efficient.

Prompt response,professional and very empathetic.
Thank you

Friendly advisor.
easy to navigate claim form.s