The form was quite complicated, given that my tenant hasn't paid the rent he contracted to pay. It seemed simple to me at the outset: has the tenant signed an agreement? Yes has he paid in accordance... See more
Company replied
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What people talk about most
Reviews shaping this summary
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
Company replied
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
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
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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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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
Reply from Arc Legal Group
Dear Demitra,
We appreciate you sharing your feedback about the forms. We are always working to streamline our processes to make them more efficient for everyone but 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.
Arc Legal Group
I was not given full and proper advice
I was not given full and proper advice, the agent seemed more interested in trying to put me off using their legal services. I question her motives.
2 July 2026
Reply from Arc Legal Group
Dear Maxine ,
Our Claim Advisers will always offer you unbiased information that allows you to make an informed choice on what steps are most beneficial to you. But we value your feedback and are truly sorry to hear that your experience with our legal services was not satisfactory.
Arc Legal Group
I feel having a legal help policy is a…
I feel having a legal help policy is a waste of money. Nothing was done for me. The help I expected I would get did not happened. I am so disappointed.
2 July 2026
Reply from Arc Legal Group
Dear Bridget,
It looks like our Claim Adviser spoke with you for around 20 minutes and offered some general advice and things you might consider before taking your next steps.
We appreciate you sharing your experience. We are sorry your legal policy did not meet your expectations, and we remain available should you want any further clarity.
Arc Legal Group
Impressed all docs read and answered
29 June 2026
Reply from Arc Legal Group
Dear Abraham ,
We're so glad to hear that we could address all your documents thoroughly. We appreciate your positive feedback!
Arc Legal Group
Reply from Arc Legal Group
Dear Fiona,
Thank you for your wonderful feedback. We are so pleased to hear that you found our service helpful and informative. We appreciate you taking the time to share your positive experience.
Arc Legal Group
Great advice provided to me
Great advice provided to me. Would highly recommend the service.
2 July 2026
Reply from Arc Legal Group
Dear Jamie,
We're so glad to hear that our advice was helpful to you. Thank you for your wonderful recommendation!
Arc Legal Group
Arc legal were excellent in arranging I…
Arc legal were excellent in arranging I received the payment I was entitled to. Particularly Su Newton and Vasile Murgu who ensured that this was all sorted for me. Thanks
2 July 2026
Unprompted review
Reply from Arc Legal Group
Dear No name available,
We are so pleased to hear about your positive experience and that we could assist you in receiving your payment.
We truly appreciate your kind words which have been passed onto the relevant staff.
Arc Legal Group
Call back not one hour 7 hours was…
Call back not one hour 7 hours was unable to speak request call back next day and had to contact again as I got no call back
30 June 2026
Reply from Arc Legal Group
Dear Karl Cragg,
Thank you for taking the time to leave a review and I am sorry to hear of your experience.
I have raised your concern to the relevant team, who will contact you.
Kind Regards,
Customer Relations Team
Very friendly and helpful
29 June 2026
Reply from Arc Legal Group
Dear Paul Ledster,
Thank you for your kind words. We are pleased to hear you were happy with the service provided.
Arc Legal Group
Very patient,clued up adviser
Very patient,clued up adviser , very prompt email containing access to form that needs to be filled in .
The form very simple to understand and fill in , very good because your stress levels must be high since you're having to seek legal advice about a situation .
Hope the outcome is a positive one !
26 June 2026
Reply from Arc Legal Group
Dear Mr Bennett,
We are so glad to hear that our adviser was helpful and that our forms were easy to understand during what can be a stressful time. We truly appreciate your kind words and positive feedback.
Arc Legal Group
Very slow to respond.
11 June 2026
Reply from Arc Legal Group
Dear Maria ,
We appreciate you sharing your experience with us. We are actively working to improve our response times and your feedback is invaluable in this process.
Arc Legal Group
Happy with service provided
Everyone we spoke to was patient and spent time to understand our situation. They then offered useful advice.
26 June 2026
Reply from Arc Legal Group
Thank you for your kind comments. We are pleased that our team was able to patiently understand your situation and offer useful advice.
Arc Legal Group
First Time Experience with claim process
Assumption made that I was familia with the legal process. Did not identify early that I was not speaking to CIA but to Ark Legal Group.
Confusing on the paperwork required and what would be the situation on use of CIA legal panel. Could not answer the question on likely cost of legal fees also whether my claim would dealt with by a solicitor or a para legal !!
25 June 2026
Reply from Arc Legal Group
Dear Mr Beniston,
Thank you for sharing your feedback. We are sorry to hear about the confusion regarding our legal processes and the clarity of information provided.
Our Legal Helpline is able to provide general legal guidance only. From your enquiry, it appears you were seeking more specific advice. In circumstances such as this, they would usually recommend that you submit a claim for our Claims team to review in detail.
Arc Legal Group
Helpful information followed by email…
Helpful information followed by email to continue process.
Unfortunately the line had an echo which made it tricky to hear at times but nothing to do with the agent, who was great
25 June 2026
Reply from Arc Legal Group
Dear Matthew,
We are glad to hear our agent provided helpful information. We apologise for the echo you experienced. Thank you for your feedback.
Kind regards,
Customer Relations Team.
Reply from Arc Legal Group
Dear Malcolm,
We appreciate your positive feedback. We are glad we could assist.
Kind regards,
Customer Relations Team.
No legal advice helpline.
You rang back very promptly. Unfortunately you misunderstood what I was seeking. I was hoping that a solicitor would explain to me what the judge meant by writing that I did "not disclose a cause of action". Instead of legal advice you told me to submit a claim form. Then I got two pages telling me the case wasn't covered by my policy, which I knew. There is supposed to be a free legal advice helpline as part of the policy. I didn't get that.
22 June 2026
Reply from Arc Legal Group
Dear Barry,
We appreciate you sharing your experience and are sorry to hear we did not meet your expectations regarding legal advice.
Our Legal Helpline is able to provide general legal guidance only. From your enquiry, it appears you were seeking more specific advice. In circumstances such as this, they would usually recommend that you submit a claim for our Claims team to review in detail.
Kind regards,
Customer Relations Team.
Prompt service
25 June 2026
Reply from Arc Legal Group
Dear Mrs Firkins,
Thank you for your feedback. We are pleased you received a prompt service from us.
With kind regards,
Customer Relations Team
Your advisor was very helpful in line…
Your advisor was very helpful in line with her predecessors. Your website, on the other hand is less so.
W.
24 June 2026
Reply from Arc Legal Group
Dear Customer,
Thank you for taking the time to leave feedback. We are pleased that you were happy with the service provided by the legal advisers. We note your comments about the website and we can confirm that the website functionality is currently being reviewed.
With kind regards,
Customer Relations Team
Very knowledgeable and more confident after my chat
Very knowledgeable, friendly, easily understood. I felt a lot more confi
22 June 2026
Reply from Arc Legal Group
Dear Jacqueline
We're so glad you felt more confident. Thank you for your kind words!
Kind regards
Customer Relations
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