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Seeking legal advice shouldn’t be a complicated or daunting task. In an ideal world, customers should be able to reach us at any time of the day or night to discuss their concerns with a professional, qualified expert. They should be able to explore the many options for recourse available, along with support in achieving the right resolution for them, rather than being pushed down any particular route.

We understand this, and over the past few months have been undertaking a project to bring the majority of our Legal Assistance Helpline (LAH) in-house, where our team of first responders, paralegals and solicitors will be available to support our customers in their time of need, twenty-four hours a day, seven days a week. We’ve found that by taking control of the whole process, we can offer a simpler, more streamlined customer claims journey, with quicker, more effective resolution of their legal concerns by providing more holistic, rather than technical legal advice.

The team is led by our Head of Legal Advice, Michael Jenkins, a solicitor with over ten years’ experience, who has worked in the legal expenses industry since 2009.

Giving customers more control

We understand that not all customers want to pick up the phone, many prefer to access the information they need online, at their leisure, with the option to live chat with an expert should they need further support. So, alongside the LAH, we now provide customers with access to a new digital Legal Assistance Portal. The portal contains a library of useful resources for customers who may not be ready to engage with a solicitor immediately:

  • Written updates and advice on some of the most common legal issues
  • Templates of legal documents and letters that customers can download and use
  • A dynamic letter-drafting service
  • Online chat facility with our experienced team members and the ability to make an appointment for a legal adviser to call the customer back

In today’s world, companies must aim to provide an omni-channel customer journey, to help create a seamless experience throughout the customer journey. As an innovative, forward-thinking provider of Legal Expenses Insurance, Arc Legal has always been ahead of the curve, constantly enhancing and innovating our service to meet the needs of over 23 million policyholders.

Over the coming months we’ll be unveiling more exciting new projects that will allow us to continue to lead the market in the service we provide to our customers.

Richard Finan, Director of Strategic Development, Arc Legal Assistance

For further information on the above, or details of our products and services, please contact your Partnerships Manager or email


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