Initial contact filled me with lot's of confidence that you could help me with this serious issue. I fully accept that 5 days is an average response time but my wife has to potentially walk 3+ mi... See more
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Review summary
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The person I spoke to was helpful to me. She listen to what I was saying and explained the role of the company. She agreed send out the appropriate forms to me to read and to complete what is applicab... See more
Company replied
We couldn't have managed without Arc Legal. Our claim 60263/000219 . They moved in swiftly to help us with our landlord insurance. We unfortunately had very difficult tenants. Thank you so much... See more
Company replied
I was very anxious & I called to follow up the submission of my claim, as I had a very tight deadline. Lyn was very reassuring & took the time to explain the whole process. She made me feel so much... See more
Company replied
Company details
About Arc Legal Group
Written by the company
Arc Legal Group is a specialist provider of ancillary insurance products and services with deep knowledge and experience in each of our chosen markets.
With over two decades of industry experience, we are experts in our field and our underwriting knowledge and capacity is supported by our parent company, AmTrust. We are reliable, ethical, and obsessed with delivering high quality ‘bespoke’ products and excellent customer service.
To demonstrate our commitment to offer a consistently high-quality service, we were delighted to achieve double ISO certification in June 2023:
- ISO 9001 certification, the world’s most recognised quality management system standard
- ISO 14001 certification, the international standard for environmental management systems (EMS)
Arc Legal Group is a fully registered Financial Services Qualification System (FSQS) supplier and member of the Hellios community, and a member of the Managing General Agent’s Association (MGAA) network.
Contact info
Lodge Lane, CO4 5NE, Langham, United Kingdom
- 0344 770 9000
- customerservice@arclegal.co.uk
- www.arclegal.co.uk
4.1
Great
2K reviews
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Reply from Arc Legal Group
Dear Yasmin,
Thank you for your wonderful feedback. We are so pleased to hear that our communication was clear and professional.
Arc Legal Group
Reply from Arc Legal Group
Hi Kamal
Thank you for taking the time to share your positive experience. We are so pleased to hear that you received a high level of assistance from our team. We truly appreciate your kind words.
Arc Legal Group
Appalling service: Cover withdrawn after 4 years and complaints completely ignored
I have had an incredibly distressing and unacceptable experience with Arc Legal Assistance Ltd. They funded and directed my legal claim for nearly four years, consistently approving expert reports, Counsel's advice, and the preparation of court proceedings. However, at the most critical stage—right before court proceedings were to be issued—they abruptly withdrew my legal expenses cover. They justified this last-minute withdrawal by citing a factual date from 2015, even though this information had been sitting plainly in the files of their own appointed panel solicitors for years. Arc Legal outsourced the management of my case, yet attempted to penalize me for their own systemic failure to review their files. Their complaints handling is just as negligent. When I raised a formal complaint on 24 June 2026 regarding this wrongful withdrawal of funding, they effectively refused to investigate it. Instead of addressing my actual concerns, they met my complaint with silence and then issued a Final Response Letter that was completely unrelated to the funding withdrawal. They also made a bare, inaccurate assertion that the matter was already investigated, while entirely ignoring my disclosed vulnerabilities and repeated requests for accessible communication. Legal expenses insurance is supposed to protect you from catastrophic financial risk. Arc Legal led me to rely on their funding for years, only to pull the rug out at the eleventh hour and refuse to even engage with my complaint properly. I have now escalated this matter to the Financial Ombudsman Service. I strongly advise against relying on this company if you expect your policy to protect you when it actually matters.
PS. Your customer service refuses to speak to me. So don't be cynical about inviting me to contact them.
19 January 2026
Unprompted review
Reply from Arc Legal Group
Dear GGJP,
Thank you for your further review.
We are sorry to read that you remain dissatisfied.
As outlined in our previous responses, Trustpilot reviews are anonymised and we are therefore unable to identify an individual case or verify the circumstances described from the information provided.
We have previously invited you to contact our Customer Relations Team directly and provide a policy or claim reference so that we can review the matters you have raised. To date, we have not received sufficient information through this channel to enable us to identify the case in question.
We take concerns regarding funding decisions, complaints handling, vulnerability considerations and customer communications seriously. Where concerns are raised directly with us and sufficient information is provided, they are reviewed through our established processes.
Our position remains that we are unable to investigate or comment on the specific allegations made within an anonymous public review. If you would like us to review your concerns, please contact customerservice@arclegal.co.uk and provide the relevant reference details.
Kind regards,
Customer Relations Team
I could not get a straight answer to my…
I could not get a straight answer to my one question. Does Tesco Legal Guard cover representation at a Fatal Accident Inquiry. The Legal Helpline told me to submit a claim but this does not work unless an individual is named.
11 July 2026
Reply from Arc Legal Group
Dear Mr Cawkwell,
We're sorry to hear about the difficulty you experienced in getting a clear answer regarding coverage for a Fatal Accident Inquiry. We quite understand you confusion, typically a claim like yours is not covered by the policy.
However, its hard to assess all the facts on an advisory call and so by completing a claim form the team can consider if cover might apply in your individual circumstances.
Arc Legal Group
Telephone Calls give you false hope … different attitude in email responses!
Like others have said… they are pleasant and friendly when you call them where they give you false hope that they will assist with your claim. then they respond with an email with a totally different attitude and with a response where they have clearly not listened to your claim. They take your money and then do anything to wriggle out of taking on your claim. And again like others have said you end up giving up… but I will be raising a complaint on the basis of them giving misinformation and stating they had given me an appeal option when they clearly have not. I wonder how many claims they actually take on and provide counsel representation hmmmm 🤔… will not be renewing my home insurance with legal cover EVER again!
10 July 2026
Unprompted review
Reply from Arc Legal Group
Dear Caroline Donovan,
We are truly sorry to hear about your frustrating experience with your claim and the feeling of not being heard.
We have invited you to provide more information so we can review this concern for you.
Alternatively please email customerservice@arclegal.co.uk.
Arc Legal Group
Very friendly advisor
Very friendly advisor. Explained everything in detail.
Would defiantly recommend 👌
10 July 2026
Reply from Arc Legal Group
Hi Rachel,
Thank you for your wonderful feedback! We are so pleased to hear that our advisor was friendly and explained everything clearly. We truly appreciate your recommendation.
Arc Legal Group
Quick call back
Quick call back, clear and prompt advice and explanation of process to assess merits of claim. Many thanks
10 July 2026
Reply from Arc Legal Group
Dear Mr Cugley,
Thank you for your wonderful feedback. We are delighted to hear that you found our advice and explanation of the process clear and prompt. We appreciate you taking the time to share your positive experience.
Kind regards,
Arc Legal Group
Legal adviser was not helpful or very…
Legal adviser was not helpful or very knowledgeable
9 July 2026
Reply from Arc Legal Group
Dear Customer,
We are concerned to hear you did not feel that the legal adviser was helpful. We are reviewing this feedback internally to improve our services.
Kind regards,
Arc Legal Group
Very pleasant and helpful
Very pleasant and helpful at, what is for me, a very stressful time.
The solicitor was patient and understanding, giving me advice was clear and straightforward
8 July 2026
Reply from Arc Legal Group
Dear Peter,
Thank you for your kind review. We understand that this can be a difficult time, and we are glad our solicitor was able to provide clear and straightforward advice.
Kind regards,
Arc Legal Group
Reply from Arc Legal Group
Dear Victoria,
We are so glad to hear that our team member was knowledgeable and helpful. We appreciate your kind words!
Kind regards,
Arc Legal Group
Clear and concise information
The call was handled very professionally and the call handler was very mindful of how distressed I was with the situation. The information provided was very clear and concise.
3 July 2026
Reply from Arc Legal Group
Dear Fiona,
Thank you for your wonderful feedback. We are so pleased to hear that our team was able to assist you professionally and with clear information during a distressing time.
Arc Legal Group
27 LR claim support
So far at the start of the process it has gone quite smoothly and no major obstacles.
8 July 2026
Unprompted review
Reply from Arc Legal Group
Dear Customer,
We are happy to hear that the process has been smooth for you so far. We appreciate your positive feedback.
With kind regards,
Arc Legal Group
The lady that I spoke to was very nice…
The lady that I spoke to was very nice and helpful
7 July 2026
Reply from Arc Legal Group
Dear Karyn,
Thank you for your wonderful feedback. We are pleased to hear that you had such a positive experience with our team member.
With kind regards,
Arc Legal Group
suppose to get in touch within 1 hour
suppose to get in touch within 1 hour, took 2days before someone called, very disappointed with the service.
7 July 2026
Reply from Arc Legal Group
Dear Mr Patel,
We are sorry to learn about the significant delay in our response. We are actively reviewing our communication protocols to prevent such occurrences. We are aware of a technical issue which is currently impacting the time it takes to contact customers and we apologise that our service on this occasion did not meet your expectations.
With kind regards,
Arc Legal Group
Arc legal provided professional advice…
Arc legal provided professional advice on the next steps in my situation, carefully listened and the call handler was very professional.
8 July 2026
Reply from Arc Legal Group
Dear Mr Patel,
Thank you for taking the time to share your positive experience. We are delighted to hear that our team provided professional advice and listened carefully to your enquiry.
Arc Legal Group
I contacted the RAC/Saga legal helpline…
I contacted the RAC/Saga legal helpline and dealt with Amy. It became clear from the outset that there was never any realistic intention to approve my £500 claim — the whole process felt like a formality for something already predetermined to be declined.
I was then advised to call again to start a separate £250 claim, which made no sense given my previous experience: I had already submitted a claim worth over £18,000, supported by written admission of fault from the other party. You cannot get stronger evidence than a written confession. Even that was rejected without any meaningful explanation.
After multiple interactions, the pattern is unmistakable: polite conversations, no genuine assessment, and claims declined regardless of the strength of evidence. The service feels less like legal support and more like a public‑relations exercise with no real substance.
Customers deserve to know that this “legal helpline” appears to offer reassurance, not results.
7 July 2026
Unprompted review
Reply from Arc Legal Group
Dear Hirsch & Co Ltd,
We appreciate you sharing your detailed feedback regarding your experience with our legal helpline. We are concerned to learn that you feel your claims were not genuinely assessed and that the process lacked transparency. We understand your frustration when you perceive a service as offering reassurance without delivering tangible results. We are committed to ensuring our service provides meaningful support, and we regularly review our processes to better serve our customers.
Arc Legal Group
Although the telephone line was echoing…
Although the telephone line was echoing I got some of the information I needed.
7 July 2026
Reply from Arc Legal Group
Dear Miss Cowan,
Thank you for taking the time to leave a 4* review. I am sorry there were issues on the phoneline but I am pleased to hear we were able to assist you.
Kind Regards,
Customer Relations Team
Reply from Arc Legal Group
Mr Family ,
I am sorry to hear you feel unsupported. I have located your file and can see on the 3 July 2026, you were advised you would receive an update within 5 working days.
Please be assured contact will be made once the claims has been validated.
Kind Regards,
Customer Relations Team
Not stressful
1 July 2026
Reply from Arc Legal Group
Dear Esther Kingsley,
Thank you for taking the time to leave a 5* review, it is very much appreciated.
Kind Regards,
Customer Relations Team
Do they really want to help?
The initial phone conversation was straightforward and pleasant, however, once you get the link to start the process it's a different matter. I understand that some paperwork will be required but you are required to supply all different types of paperwork, some that I don't have and some that it will be difficult to obtain before they even look at assistance.
Makes you feel that they are making the process that difficult that you will give up your attempt to claim even though you are paying through your insurance premium.
Unfortunately this is what I have done, gave up, as the process is too convoluted.
19 June 2026
Reply from Arc Legal Group
Dear Neil,
We appreciate you sharing your feedback regarding the claims process.
When considering legal process there is a lot of information we must consider to ensure we are taking the right steps and making the right decisions for you.
I appreciate you have chosen to pause your claim, but you are welcome to engage us when you feel the timing is right for you.
Arc Legal Group
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