All tenants that are to be named in the tenancy agreement should, in aggregate, be referenced and accepted for the full monthly rent in line with the referencing criteria in your policy. If you are unhappy with the service that has been provided, you should contact us at the address below. We will always confirm to you, within five working days, that we have received your complaint. Within four weeks you will receive either a final response or an explanation of why the complaint has not been resolved, plus an indication of when you will receive a final response. Within eight weeks you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when you will receive a final response. After eight weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service. You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with us or before we have investigated the complaint if both parties agree.
When you are aware of a potential new claim under your policy, you should obtain a claim form from our website and send this to our claims team together with the supporting documents listed within the claim form. You should not wait until there are two months owing as there are actions we can take before this point. It is also a condition of your insurance that the claim is reported within a specified number of days – usually 45 (you should check your policy to establish this as it may be a lesser number of days).
Yes, whilst the tenant remains in the property during the period of the tenancy agreement and insurance and if your policy includes Rent Guarantee Insurance (RGI), please check the policy wording for the exact conditions relating to your RGI. There is an excess on the policy that is equal to one full month’s rent. If you hold a deposit that is more than equal to one month’s rent, the balance of the deposit will be deducted from your insurance payments. Should this later be required to meet the cost of dilapidations at the property, we will consider reimbursing this amount.
The policy does not cover claims that are reported late however, at our discretion, if the position of the underwriters has not been prejudiced and the claim has not been prolonged we may cover the cost of the legal action & proceedings and we may pay RGI subject however to a deduction that is equivalent to the number of days late that we received the information.
This cover is dependent on the policy that you hold. Please check your policy wording or contact our claims team.
The policy does not provide cover for action against your letting agent.
The policy does not cover the replacement of items taken or damaged by tenants. Please approach your contents insurers as they may be able to assist.
A deposit that is at least equal to one month’s rent should be collected in cleared funds from the tenant/s before they are allowed into possession of the property. This deposit is an indemnity for losses incurred by the insured arising from the tenant failing to perform his obligations set out in the tenancy agreement. Deposit Insurance schemes or Deposits paid by third parties are not acceptable under the insurance.
A list of documents that can be uploaded with your claim form are:
If you are entitled to a Rent Guarantee payment when your claim is successful, we will require your bank details to transfer the payment to you. If you have any further questions relating to your claim, please call 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk quoting your claim reference number in the subject line.
We recommend you always seek professional advice from the Legal Assistance Helpline before you make a claim. Please see your Policy Schedule for the telephone number or use our free Legal Assistance Portal for further guidance.
Professional legal advice from the Legal Assistance Helpline will provide advice in general terms. Advice from the Legal Assistance Helpline may resolve your issue, however if you do need to submit a claim under your Policy Schedule, our Claims Team will then be able to fully assess the issue.
If the advice provided by the Legal Assistance Helpline is to make a claim, you can do so via our Online Claims System or as directed in your Policy Schedule. If you require a postal form or the form via email, please call 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk with your contact details and the type of claim form you require.
It typically takes about an hour to fully complete a claim online. You can ’park‘ your claim midway through completion and ’resume‘ it later. There is no limit to how many times you ’park‘ and ‘resume’ your claim. ‘Parked’ claims are, however only stored for up to 60 days. You will get an email reminder 7 days before the 60 days to remind you to resume it or repark it. If you do not submit or re park your ’parked‘ claim by this deadline then you will have to start again.
You can start the claim process with a claim submission. Examples of other documents to upload when you make your claim are: Your policy schedule including your Legal Expenses Insurance section Any supporting information such as photos, statements, letters, emails etc. up to 25MB
Do not worry, please contact us on 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk with your claim reference number in the subject line to confirm what needs to be deleted. We can then remove any attachments uploaded in error.
Do not worry, simply fill in the submission with as much detail as you can, and if you do not have the information being requested, state that you do not know. Once the claim is submitted you can upload additional supporting documents or email these to us quoting your claim reference number in the subject line. The additional attachments and information will be added to your claim for you. We will also contact you to request any vital missing information that is needed to progress your claim. Responding promptly to any request will prevent any delay in your claim being assessed.
Yes, the maximum supported file size is 25MB and we do not accept Zip or 7z files. If you encounter any issues, please submit your claim and then email your attachments to claims@arclegal.co.uk quoting your claim reference number in the subject line, the Claims Team will then upload your attachments to your claims file. Alternatively, please contact us on 0344 770 9000 between 9am and 5.30pm Monday to Friday and we will be happy to assist.
Apologies, Apple products are not always compatible with the Online Claims System, if you are having issues please call 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk with your contact details and the type of claim you want to submit and we can email or post a claim form to you.
If consent is provided, you can talk to us about someone else’s claim. The person making the claim must provide their consent for you to act on their behalf. To do so they must call 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk quoting the claim reference number in the subject line and state that they provide consent for you to speak/act on their behalf. Our Claims Team will then update the claim file.
We recommend a trusted family member or friend assist you with your online claim or we can post or email a form to you to complete with them. If you are struggling to complete a claim, please contact us on 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk with your contact details and how we can help you; we will do our best to support you over the phone or by other suitable means.
We will usually appoint a recommended solicitor, based on their expertise, to support your claim. However, there are certain circumstances where you have the right to choose your own legal representation, such as at the point it is necessary to issue legal proceedings.
We aim to have policy details validated within 24 working hours, your claim will then be passed onto our Claims Team who will deal with your claim as quickly as possible and will aim to respond to you within five working days. In the meantime, do not forget you can still discuss your legal issues with the Legal Assistance Helpline, which is available 24 hours a day, seven days a week for generic legal advice.
Please call 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk with your claim reference number in the subject line and we will be able to provide an update.
Arc Legal Group do not sell policies, we are a Managing General Agent who act on behalf of your Insurer, please contact your Insurer or Broker directly about policy changes, renewals and questions regarding your premium. Your Insurer details are in your policy schedule.
Our Online Claims System is only set up for UK telephone numbers. If you are having an issue please call 0344 770 9000 between 9am and 5.30pm Monday to Friday or email claims@arclegal.co.uk with your contact details and the type of claim form you require and we can email or post a claim form to you.
No, Arc Legal Group work on behalf of your Insurer to manage your Legal Expenses Insurance Claim. Please refer to your policy schedule to see who you are insured with. Please ensure you send in/upload your policy schedule including your Legal Expenses Insurance section when making a claim.
Please consult your policy schedule on making a Home Emergency claim; the correct telephone number for this service should be provided within your Policy Schedule. Claims are made by telephone due to the urgent nature of this service.
Please use the contact details below to get in touch.
We will aim to respond to an email within 5 working days.
Arc Legal Group is a trading style of Arc Legal Assistance, registered in England No: 4672894.
Registered address: The Gatehouse, Lodge Park, Lodge Lane, Colchester, CO4 5NE.
VAT Number: 821128563.
Copyright © Arc Legal Assistance Ltd. Arc Legal Group is a trading style of Arc Legal Assistance Ltd, authorised and regulated by the Financial Conduct Authority. Our Reference Number is 305958. An AmTrust Financial Company.
