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Could you please expand upon the role of the Technical Claims team within Arc Legal?

As a general rule we deal with the more technical claims so it’s important that we deal with claims efficiently and expediently. The type of claims we deal with are varied but include contract, property, employment, commercial, probate, tax and landlords legal expenses and rent guarantee.

Can you tell us a bit more about your role and how it has changed over the years?

I started at Arc Legal back in January 2006 as Assistant Claims Manager. From the outset, the claims team began to increase in size as the business continued to grow. In 2015, the claims team was split into 2 distinct areas and I became Claims Manager of what is now known as the Technical Claims Team, and became Head of Technical Claims in September 2018. As the team has got bigger, my role has moved away from all aspects of day-to-day claims handling to overseeing the Technical Claim team and getting more involved in setting up processes in the claims team when new schemes are set up; liaising with our approved solicitors, insurers and partners on various claims and process matters.

How have claims in general changed in the last 12 years?

I would say that claims have become more complicated and more technical in nature over the years. Not only do we need to keep on top of new legislation, we also need to keep on top of latest technical guidance and decisions from FOS as to how they would expect us to deal with claims. I also think that people are more aware of their legal rights now, than perhaps they were 10 years ago.

With this in mind, what is the next step for claims culture? Do you envisage a greater leap towards a reliance on technology? Or can you see a landscape wherein the human/personal approach is favoured?

I think there will always be a need for human input. It can be a very stressful time for someone making a legal expenses claim. They may have lost their job and the future is uncertain for them, or they are in a dispute with a neighbour so effectively cannot get away from the situation, or unable pay a mortgage as their tenant is not paying their rent, so sometimes they need a human being to explain the process in clear and simple terms.  However I also think the use of technology will help us to streamline the process even further and I think that’s a good thing.

Can you talk to us a little bit about Arc Legal’s claims handling philosophy?

Our claims handling philosophy mirrors our company strategy and incorporates our company values so it sets out our standards when dealing with claims, namely to deal with claims honestly, with integrity and with clarity and compassion and to an excellent standard.

A non-insurance related question now! What do you like to do in your spare time? Any interesting hobbies or pastimes?

I have been a Brownie leader for the last 18 years and am currently also Division Commissioner for our local area. It is something that I enjoy, and is rewarding, but can be a challenge all at the same time.

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