Customer Claims Hub - Step 5

Step 5. Appoint a law firm

If your claim is covered, a law firm will be appointed to support you and move your case forward.

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Our panel law firms 

We work with a carefully selected group of panel law firms across the UK. They have experience in cases like yours, so you’ll be supported by someone who understands your situation.

Once a panel firm is appointed, they will contact you directly. We’ll share the information we have so they can get started straight away.

Why choose a panel law firm 

Many customers choose a panel firm because:

  • They understand your policy and can act quickly, without needing approval from us
  • Our agreed rates with panel firms reduce the risk of your policy cover running out
  • They manage things like expert reports for you
  • We’ve carefully chosen the firms we work with. They work to agreed standards and we regularly check this
  • They are independent and regulated by the Solicitors Regulation Authority
  • There are no hidden costs, their fees will be covered as soon as we appoint them on your claim
  • They handle claims like yours every day and have a strong history of helping people with cases like yours.

To find out more about the benefits of choosing a panel law firm see below, or click here for more information.

If there is any risk that your cover could run out, your legal representative will discuss this and clearly talk you through your options.

Benefits of using a panel law firm

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If you use one of our preferred law firms, their fees will be covered from the start, as long as your claim is covered by your policy. Any compensation you receive will be yours to keep and won't be used to pay your law firm's fees.

They have the knowledge and experience to guide you and help you understand what happens next.

We check their experience and track record before they join our panel. We review their performance regularly, including customer feedback to make sure they're providing the high-quality service our customers deserve.

We have agreed reduced rates with our panel law firms. This means the cost of your case is usually lower than standard private rates, without affecting the level of service. Because your policy limit goes further, there is less chance that you'll need to pay towards your legal costs yourself.

Because we work closely with these firms, there are some steps they can take without needing to check with us first. This helps to reduce delays and keep your claim moving forward smoothly.

We agree service standards with our preferred law firms, including how quickly they respond. We review their performance to make sure they're providing a high standard of service.

Our panel law firms have a strong history of helping people with cases like yours.

Choosing your own law firm 

In some cases, you may be able to choose your own law firm. This is called Freedom of Choice.

This usually applies when:

  • Legal proceedings need to be started
  • Your case needs a specialist legal knowledge that is not available through our panel law firms
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If you choose to use your own solicitor before legal action is needed, you’ll need to pay their costs yourself.

We can only cover costs once legal action becomes the next step and we’ve appointed them to act for you.

Until then, any costs would need to be paid by you.

To find out more about the benefits of choosing a law firm, please click here.

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Before your firm can start work, you need to sign a client engagement letter. This is an agreement between you and the law firm. It explains how they will help you, how they use your information, and what you can expect from them.

They will also tell you what documents and information they need from you. Please send these to them a soon as possible so they can review your claim and give you advice.

Next step: 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.

Customer claims journey

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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