Colchester;The Gatehouse, Lodge Park, Lodge Lane, Langham;CO4 5NE
0844 770 9000
Based On 10 Reviews
I write this review as I believe I have moral responsibility to warn people off this company and its associates and to what I believe is a con. It is my opinion that there is a scandal to be uncovered with this company, should someone be able to mobilise resources to focus on their activities. This is my opinion based on my experience which I outline below.
I was convinced to bolt on legal protection to my home insurance at time of purchase, the policy is not directly with Arc but with a reputable high street organisation with a reputation for quality. I have always valued quality over price when purchasing insurance. I value credibility as I need to believe the policy with do what it says on the tin at the time of need.
I called on the legal protection for an employment matter.This is where Arc got involved.
I sent all of the evidence through to Arc who then sent it to Irwin Mitchell for a merits assessment.
I waited two weeks, the merit assessment comes back, less than 51%.
Now, in principle I have no problem with this, but...
The merits assessment was a sham. The analysis of the situation was shockingly inadequate and wrong. It was clearly rushed, a few lines, clearly motivated towards rejecting the case I put forward and had the legal sophistication of a lay person, if not worse.
The analysis was so naïve it was as if a student had done after reading the text of the relevant employment law for the first time. That is it took no account of relevant case law, and was in direct contradiction to the case law, it was plainly wrong.
So here is where they get you. Arc say they have their legal opinion, and they wont support you, it doesn't matter if its inadequate, if its wrong, that's not their problem. You can go and get your own professional and competent opinion, at your own expense, circa £2000, if it contradicts their flawed opinion then that's not enough, they will then ask a Barrister to complete an assessment. You can of course go and get a Barristers opinion instead of a solicitor, at your own expense, say £4000 which they will accept, however you wont be refunded for the opinions you get, even if they expose that their first opinion was wrong on facts and law.
So, effectively, they can shut down your strong > 51% case just by assessing it as less than 51% with impunity. If they are wrong it will cost you thousands to prove it and you wont get reimbursed, even if it is subsequently proven they are wrong on the facts and wrong on the law.
The timescales are very tight on employment matters and they appear to mock you about this, knowing that by the time it takes to prove they have misrepresented your chance you will no longer be able to claim against the employer, they know the chances are you will just take it on the chin and give up.
Arc know the time and cost factors are against you as an individual and that you are unlikely to be able to afford or have the time to do anything about them abandoning you. They know you will probably just give up and move on, and thus the money making machine continues.
Like I said I am convinced this is a scandal waiting to be exposed. I would support any effort to expose what is going on and will be actively seeking out a campaign or other mobilisation to expose this wrongdoing. The credibility of the entire chain of companies involved in my situation and the product I bought has been severely damaged in my eyes I will never deal with any of the companies again.
If you have over two years service and the company have clearly breached the ACAS code then I suspect Arc will help you and to help them get their numbers up, however in these instances it will take no more than a letter or two to arrange a settlement. Anything more sophisticated, forget it.
This is a near fraudulent Company. You are not allowed to use their own Solicitor only one from their panel of Solicitors. Here is my experience so far.
1. My case has been going for almost one year - to try to get EVEREST Windows and Doors honour their guarantee to me.
2. My allocated panel Solicitor was Lyons Davidson.
3. Almost from the outset it became obvious that my supposed Solicitors were representing the interests oF ARC not me, their supposed Client. I complained about this on a number of occasions.
4. It is a clear conflict of interest for a legal Firm to represent two Clients with opposing interests - the Insurance Company trying not to honour their contractual obligation to their Client and the poor Client (me) claiming against the Insurance Company with a legitimate claim that he/she has paid for.
5. Having carefully read the terms of reference of ARC Insurance, it is almost impossible to meet their requirements to bring a claim. Not only this but the Solicitors, supposed to be representing the Client and also ARC make it as difficult as possible for the Client to bring a legitimate claim - a blatant conflict of interest as already stated.
6. My claim is legitimate and had to be taken up.
7. It has been ineptly handled by a Legal Executive, not a Solicitor, for almost a year who has allowed the Respondents to run rings round him.
8. Nothing has been achieved, and, after my complaints that I wanted a competent Solicitor to represent me. I have now been told by a Solicitor that, after almost one year of the Firm's inept negotiation with the Respondent, that I should pay £900.00 to get a Surveyor's report (why was this not done at the outset? and why were they initially happy to pay for a joint Surveyor's report with the Respondent, which the Respondent refused to do?). This despite the fact that I have paid for this insurance and that this should be a normal disbursement under the insurance policy under any logical perception of the situation. No doubt this has been done in the expectation that I will drop the case.
9. What is really going on? I cannot be sure, because I have not seen the contracts between ARC and it's respective panels of Solicitors,
10. I suspect that there is agreement between the two of a fixed price for each case. From my own extensive business expertise, I guess that this fixed contract is priced at an unusually low rate such that it is not in the interests of the Solicitors to pursue any case where there is any risk to their costs (their is risk in all litigation), also it is in the Solicitor's interests to find that the case is invalid as they will make a small, risk free profit, in cases that are rejected. The fact that Legal Clerks on unjustifiable hourly rates handle claims exclusively gives this supposition even more credibility.
10. If this is the case, it is entirely unethical, albeit may not be
fraudulent in the eyes of the law.
I trust ARC will respond to this matter constructively because looking at the previous comments on this website every single comment is making the same complaint as me. An unsatisfactory response will force me to post this situation to all General Insurance Companies that use ARC for household insurance.
Thank goodness for the internet that allows serious issues like this to be widely exposed.
I am genuinely alarmed at how many have experienced similar experiences to me. They refer people to FOS who ignored their documented lies! Why? My experience that they pay for solicitors who ignore Civil Procedure Rules, breach the Saga Contract & who do not use insurance indemnity for the purpose that it was authorised!!!
How can such an organisation get away with this breach of trust and contract?
Arc Legal Assistance & Acromas, underwriters for Saga, have been provided with the INDEPENDENT evidence and refuse to comment or protect us as their Clients. Why?
The facts are clear and Acromas and Arc Legal Assistance if they wanted to act fairly to us, and protect our interests, would have commented by now. They clearly do not want to protect our interests. But, they are an insurer and it is their duty to protect our interests. So, why are they not doing what they are paid to do?
Appears Arc Legal Assistance will favour a solicitor over a client - even if this means that the solicitor has contacted them for money from our indemnity and has not used the money for which it is intended and then rake up costs on a structural engineer that recommends to leave foundations damaged!
Not just a problem with Arc Legal Assistance but also even more serious problems with its 'regulator' who lets them get away with anything!
Why? What is the motivation or incentive for the regulator?
Arc Legal Assistance works for insurers - please be very careful of this company and their insurers who will NOT support you!!!
Arc Legal are without doubt one of the worst companies I have ever come across. Useless, incompetent, slow and inept are some of the kind words I can think of. When they are incompetent by making mistake after mistake, they say is it "human error". Funny that civil servants say that all the time. Their appointed solicitors are equally useless as Arc Legal. They work on behalf of Arc Legal and not you the policyholder. They reply to everything stating 5 days as a response time, despite sitting on info that could be progressed the same day. They don't have any London Solicitors, as they demand London Lawyers to be paid the same as a lawyer in the Outer Hebrides. They delay things more than civil servants would. I would give them a minus score if I could. They or I, can't find anyone with anything positive to say about them. Trained monkeys could do a better job. Legal Cover Insurance is proving to be a con. They put everything in your way not to pay out.They have no idea what speedy responses means, or what being on-top-of things means. If your Insurance Company puts you in touch with Arc Legal, be warned they will add to the stress of your case. They have no interest in you, the Insurance Company pays them not to pay out, and want to minimise you using the Legal Cover, you have paid for. AVOID, AVOID, AVOID. Do not pay for Legal Cover as it is a waste of extra money on your policy.
Beware - this company is used by a lot of home insurance providers for their Legal Cover. My experience with them was absolutely awful. Their communication was poor and led to avoidable misunderstandings. They said they were going to do one thing and then didn't bother. Their solicitors, Lyons Davidson, made fundamental mistakes in their assessments of the claim (but then if you look up the review for them it's no wonder why). The list goes on and on!
I made a complaint to the Financial Ombudsmen who weren't much help, and due to the stress of the situation I didn't have the energy to appeal their decision.
The claim was thankfully settled out of court but as far as Arc Legal were concerned it had little chance of success - then how did we get a significant settlement?????
EDIT (in response to Arc Legal's rather condescending response): They did admit their communication was poor and offered a pathetic £20 to compensate. Which, in light of the significant additional stress they caused in an already stressful situation, was just insulting. The Ombudsman couldn't really help as they had already admitted their shortcomings.
All of the online reviews I've found of them are terrible, so not sure why they're so proud of themselves!
I would just say to anybody thinking of engaging with a company that is connected with ARC legal to totally avoid. The whole point of insurance is to feel protected in case the worst happens. Believe me with ARC legal you are not and they will do everything possible and use every twist of a word to get out of paying you what you should be receiving. They back you into a corner and walk away. They do not deserve to be in business.
No I do not want to contact your customer services Arc legal. We have been through your complaints procedure which was simply a process of going through the motions of an outcome, you knew from implementing your terms and conditions, was going to happen. You had us backed into an impossible situation that only benefited yourself at a time when your help was greatly needed. You are never going to have our business again.
Have this insurance via Barclays Home Insurance Cover (Bolt On). After speaking to the Barclays helpline advise (who are actually pretty good), it became apparent that it would need to go via a solicitor. I was told that it would be passed on to a solicitor specializing in the field for review.
In fact, all that happens is an underwriter finds how they can avoid taking the case on, there is a skim through the submitted documents, finding key information on how they can dismiss your claim. This has brought into question the other aspects of my home insurance policy and as such I need to switch out from Barclays to a more expensive one with proper legal cover.
Save your money and avoid the bolt-ons, go with another insurer as it is dubious for Barclays to scam this.
I was put through to this company via LV, no idea really why as LV's solicitors Lyons Davidson were saying my policy covering legal cover was not being accepted even though LV accepted I had done nothing wrong. ARC have now told me they will put in writing why LV will not pay out, but I am taking this to the Financial Ombudsman as requested by FO as there are more than one issue, i.e. policy has legal cover, or LV MISS SOLD IT, either way there is an issue and this company do not seem to have any more than 1 star from anyone, but I can't really understand what they do apart from stand up with LV solicitors for LV.
Have leal protection cover via Swinton Insurance who sold me the rent protection insurance. All my properties tenants were found by a reputable letting agent who did the required checks using a reference agency.
I provided all requested details to Arc Legal who refused my claim on the basis that the letting agent did not use their list of reference agencies.
Lets just say I wont be renewing any of my other properties legal protection insurance and will e taking this matter further with Swinton Insurance for seling me such a poor product that will use anything to not protect you.
Chris Aitken - Froglands Purrfection Cattery
I would not recommend this company in any way, as LV apparently work very closely with them and as far as I can see never pay out on any claim as they work closely together. Even though I paid for legal cover, explained I worked at home running a cattery and paid for the legal cover, I was even told by LV Advisers when I rang for advice that I was covered and was told I was, as ARC Legal and LV work together, they have not and will not pay out and I can assure you I would not recommend either company and what is the point of the advisers at LV if they advise incorrectly.?
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