Customer Claims Hub - Step 7
Step 7. 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.
What happens next...
Legal claims can seem complicated, but your legal representative will help guide you through the process. This page explains some of the key stages that many claims go through. Because every claim is different, the steps involved may vary. If you would like more information about what happens next in your claim, please contact your legal representative.
Contacting the other side
If your legal representative thinks your case is likely to succeed, the next step is usually to contact the other person or organisation involved.
How they do this depends on the situation and the legal process that applies to your case. They may write to them, share information about the case, or take other steps needed before any court action can begin.
They will keep you updated during this time. You will also need to stay involved by giving us information and telling us how you would like to proceed as the case develops.
In most cases, there are steps that need to be taken before going to court or a tribunal.
Your legal representative will usually contact the other side first and try to resolve the problem before starting legal proceedings.
Gathering information and evidence
To help build your case, your legal representative may need to gather information and evidence.
This could include:
- Reports from experts
- Statements from people involved
- Documents that support your case
- Information and evidence of your losses
If a claim has been made against you, they may gather similar evidence to help support your response.
As they collect information, your legal representative may learn new facts that affect their view of your case or your chances of success. If this happens, they will explain what they have found and how it may affect the next steps.
Reaching an agreement
Once your legal representative has enough information about your case, they may recommend trying to reach an agreement before taking court action.
Resolving a dispute this way can save time, reduce stress and avoid the uncertainty of going to court.
They will advise you on any offers made or received. When giving this advice, your legal representative will consider:
- The strength of your case
- The evidence available
- The possible risks and outcomes if the case goes to court.
Their aim is to help you make an informed decision. Sometimes this can mean accepting an outcome that is less than you originally hoped for, but which reflects the risks involved. If a reasonable offer is made to settle your claim, your policy may require you to accept it.
Going to court
If your legal representative is unable to reach an agreement, your case may need to go to court or tribunal. If this happens, it can take a long time, sometimes several months or even a few years.
This usually involves submitting your case and following a series of steps before a judge makes a final decision.
They will continue to look for opportunities to resolve the dispute throughout the process, as this can help avoid the time, cost and risks of a court hearing.
If your legal representative believes going to a final hearing is the best option, they will explain why and support you through the process.
The court hearing
Most cases are resolved before they reach a court hearing. However, if your case does go to court, a legal representative will present it on your behalf.
You may be asked to attend the hearing and answer questions about your case.
After hearing all the evidence, the judge will make a decision about the outcome.
After the court’s decision
If the court agrees with you, it may order the other side to pay you money or take certain actions to resolve the case.
This does not always mean the case is over. While some people or businesses will do what the court has ordered, others may not.
If the other side does not do what the court has ordered, the law firm may be able to take further steps to help get the outcome the court ordered.
Your legal representative will explain the options available, what these steps involve, and the chances of successfully recovering the money owed or achieving the outcome ordered by the court.
While your legal representative will carefully assess your case, there may still be times when a court decides in your favour, but you do not receive the result you were hoping for.
If your claim is unsuccessful, this will usually bring the matter to an end.
If you are making a claim, it means you will not receive the compensation you were seeking.
If you are defending a claim, it may mean you need to pay compensation to the other party or take other steps ordered by the court.
Your legal representative will work with us to deal with any legal costs that need to be paid. This may include their costs and, where agreed or awarded by the court, and the other party's costs too.
In most cases, if you have followed the terms of your policy and used one of ARAG's approved law firms, you will not need to pay anything towards the legal costs yourself. The policy will cover them up to the limit shown in your policy documents.
Next step: 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.
Customer claims journey
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