Customer Claims Hub - Step 4

Step 4. Check your claim

A member of our team will review your claim to check if it is covered by your policy. If we need more information, we’ll contact you and explain what we need.

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What we do

When we receive your claim, a member of our team will review the information you've provided to check whether it is covered by your policy. We'll look at the details of your claim and any supporting documents. If we need more information before we can make a decision, we'll get in touch and explain what we need and why. We'll keep you updated throughout the process and let you know the outcome as soon as we've completed our assessment.

When your claim is covered 

If your claim is covered, the next step is to appoint a legal representative to support you.

At this stage, you have two options:

  • Use one of our panel law firms, or
  • In some limited circumstances you can choose your own law firm (this is called freedom of choice)

Most customers choose a panel firm because the process is quicker and simpler.

See step 5 for more information.

When your claim is not covered

We know it can be disappointing when a claim is not covered. If this happens, we will provide a clear written explanation of our decision, to make sure you understand why the claim is declined.

Even if your claim is not covered, you’re not left without support. You still have access to:

couple sitting at the kitchen table talking about their claim

The legal advice helpline is available 24 hours a day, every day of the year. It is here to support you and help you understand your situation. They can give general advice and suggest what steps you should take. The telephone number is in your policy documents.

You have access to a wide range of legal templates, letters and guides. These tools are designed to make the legal process easier to understand. Giving you practical support when you need it.

Details can be found in your policy documents.

Next step: 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.

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.

Learn more

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.

Learn more

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.

Learn more

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.

Learn more