Customer Claims Hub - Step 2

Step 2. Making a claim

If you think you need to make a claim, please get in touch as soon as possible. This helps us support you from the start.

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Get started

You can make a claim by completing the claim form on our website. If you need extra support, we can make reasonable adjustments to help make things easier.

When you contact us, it helps to have your policy documents and details about your situation ready.

Make a claim
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What you'll need

Don’t worry if you don’t have everything, we’ll talk you through what we need.

You don’t need to know legal words or processes. Just explain what’s happened in your own words, we’re here to help.

Next step: Check your cover

We will contact your main insurer to confirm you have an ARAG legal expenses policy. We will also check that your policy was in place on the date your problem started.

Customer claims journey

Click the arrows or the bar below to browse the steps.

Got a legal problem?

If you think you may have a legal problem, we are here to help you.

We encourage you to call the legal advice line as soon as you can. The number is in your policy documents.

The legal adviser can give you general advice on this matter and help you understand what steps you could take.

You also have access to a wide range of legal templates, letters and guides. These tools are designed to make the legal process easier to understand. You can find the link to sign up and your voucher code in your policy documents.

Learn more Request legal advice

Make a claim

Following a legal advice call, the adviser may suggest you make a claim and explain what to do next.

You can also make a claim online by using the ‘make a claim’ option below. 

If you are unable to submit a claim online, please call the Claims Helpline. The number can be found in your policy documents.

Learn more Make a claim

Check your cover

We will contact your main insurer to confirm you have an ARAG legal expenses policy. We will also check that your policy was in place on the date your problem started.

Learn more

Check your claim

Your claim handler will review your claim. They may contact you if they need more information to help them understand the problem.

We’ll then contact you to explain the next steps.

Learn more

Appoint a law firm

Once your cover has been confirmed, we will pass your claim to a law firm with the right experience for your case. The law firm will contact you to explain what happens next and send you their client engagement letter. They can start work once you’ve read and signed this document.

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Check your chances of success

The legal representative must assess if your claim is more likely than not to succeed (51% or more). The prospects of success must be 51% or higher throughout the claim. If it drops below this, the claim will end at this point. If this happens, we will contact you to talk about your options.

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Your claim progresses

Your legal representative will keep you updated as your claim moves forward. They will explain to you what your options are, and work with you to achieve the best outcome. Some claims may take longer if they are more complex or there are delays in the courts. If you have questions or need an update, you can contact your legal representative or our claims team at any time.

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Claim outcome

You may win your case or agree to settle it before it goes to court. Sometimes, a claim may stop if you decide not to go ahead or your chances of success drop. Sometimes your case may lose. We will explain the outcome clearly, so you understand what it means for you and what happens next.

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