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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.
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:
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 [email protected].