ARAG legal Services – What customers said

This is the second part of my ARAG Legal Services blog.

We are grateful to customers who find time to leave feedback on their experience of using the website.

While I always hope for and never tire of hearing positive customer feedback, we also have some constructive comments that prompt a learning opportunity.

I would like to share a couple of these with you.

One customer wrote:

“I had a query about my policy but was told you did not have access to my schedule, this was problematic as I was passed back and forth between  XXXXXX (business insurer) and yourselves and took 2 hours to find out the information I was looking for”.

Our response -  We’re sorry. This customer had LEI embedded within a business insurance policy. While the business policy would have shown insurer contact details for customer queries, we can understand how the customer became confused. The technical team that look after the site content and deal with IT related issues are not insurance professionals, so we need to consider how best to direct individuals who raise with queries about their insurance policy back to their insurer/ or to our Underwriting team if the query relates to LEI.  We will look at messaging on the contacts page of the website and on our policy wordings to help smooth out the customer journey and direct clients to the right person to help. 

“I received an e-mail saying my enquiry could not be dealt with by them and to ring the legal advice line or submit a claim. As all part of the same company, would have thought my enquiry might have been referred to the appropriate quarter enabling them to contact me with a response. Also, legal advice line number is very expensive and the alternative number provided in the message was wrong. Why can you not use an 0800 number., Not impressed!” Our response - This customer raises a couple of points:          Cost.  The legal advice line phone number is an 0330 number. It costs the same to call as a normal home or business number and calls to the number will be included in landline call packages and mobile talktime and bundles of minutes.  Our legal advisors are happy to make a call- back so that we pick up the cost of calls for customers who are concerned about call costs.          Difficulty contacting us.  Our contact details (phone and e-mail) for general enquiries are shown on the legal services website and a claim form is also available to down- load. We’ve also put up some videos aimed at informing customers what to expect when they report a claim.          Again, our tech team is unable to dispense legal advice or deal with insurance enquiries and we will seek to improve messaging on the legal services website and on our policy wordings to clarify this

Finally,  I think this is a back-handed compliment!

Not what I thought I was paying for although I do like the idea of the free documentation you provide and would look for this from any competitor when I move away from you.

Our response… stay with us!

Flexible ATE Solutions for the challenges ahead

Our industry is currently facing many challenges, from changing legislation, greater financial pressure on firms and increased competition for less work; lack of support from your ATE provider shouldn't be one of them.

With the timetable and framework for change now announced https://www.lawgazette.co.uk/news-focus/pi-small-comfort-on-small-claims/5059994.article it is important that as well as fighting the changes you protect your clients and your firm from any adverse effects.

We offer flexible solutions for your practice, depending on what risk strategy you decide is suitable for you. We are able to offer a choice of:

• Firm Policies, insuring all clients of your practise under one policy
• Full cover for adverse costs and disbursements
• Part 36 cover only
• Part 36 + post offer disbursements cover
• Adverse costs and issue fees cover

All of the above are competitively priced and provide A-rated security and one of the largest legal expense insurers in the world. We also offer a system link-up to reduce administration when arranging cover which avoids the need for double keying.

We continue to innovate and are certain that whatever the changes ahead, we will have the ATE solutions, not just for today but also for tomorrow.

Call us at 0117 307 2293 or email us to discuss how we can help future proof your firm.

 ATE flexible solutions

ARAG Legal Services - Online Legal Updates

The legal documents and law guide available to ARAG policyholders who have registered to access our Legal Services Website is constantly reviewed and refreshed.  Registered subscribers can opt to receive monthly lists of all revisions. As the latest round of updates affects some of the most popular documents we thought it was worth drawing your attention to selected changes. We hope this will encourage you to recommend the site to your clients when arranging or renewing ARAG policies. 

Tenancy
Assured shorthold tenancy. This document has been chosen to trial new postcode look-up functionality. When the user needs to enter an address during the questionnaire, they can now enter the postcode, search and the select the correct address to be inserted as their answer. If the trial proves successful we will begin to introduce this across all documents. The formatting of this document has also been generally reviewed, including an improved table in the inventory section.
Notice under Section 21 of the Housing Act 1988. The following changes were made: i. Simplified notice text, in particular to comply with current case law concerning periodic tenancies. ii. Added questions and logic to assist user to specify the correct date in the notice after which possession will be required in the case of a periodic tenancy. iii. Added information screen in questionnaire to explain the concept of service of the document. iv. Added guidance note regarding methods of, and time remaining available for, service, and on steps that can be taken to prove service. v. Added user warnings (validators): a. to ensure that notice is not given under s.21(1)(b) where the fixed term has already expired or where the end of the notice period is before the end of the fixed term; b. to warn about the service of a notice within 6 months of the tenancy commencing; c. to ensure that sufficient notice is given. vi. Added questions and validator to ensure that where a deposit has been taken, the notice cannot be used if the deposit has not been protected or the appropriate information has not given about the protection scheme. vii. Enabled notice to be signed by agent on behalf of landlord, or by one landlord on behalf of multiple landlords. viii. Amended Guidance to clarify difference between a fixed term and periodic tenancy.

 

Consumer goods & services
Reject a seller's denial of responsibility for faulty goods. This document was reviewed to make it more user friendly. A provision was added for the user to reclaim the costs incurred in returning the goods
Complaint to a dry-cleaning company about garment damage This document was reviewed to make it more user friendly. The scope of the document was also increased to include an option for the user to request that the garment be repaired or replaced.
Complaint to a telephone company about a high bill and Complaint to a water company about failure to meet standards These documents have been generally reviewed to bring them into line with house style and to make them more user friendly.
Employment Employment agreement, Employment statement,  Fixed-term employment agreement, Job offer letter and Executive director's service agreement The national minimum wage (NMW), apprentice and accommodation offset rates in the guidance have been updated for October 2013. Amendments also reflect changes to agricultural wages.
Employee handbook Amendments were made to the following policies due to changes in law: i. Basic holiday entitlement - limiting the amount of holiday leave that can be carried over into the next holiday year to 20 days for employees on long-term sick leave. ii. Harassment policy - amended the definition of harassment for England, Wales and Scotland, following the repeal of the third party harassment provisions in the Equality Act 2010.
Grievance letter to employer, Interview checklist, Job application form and Staff appraisal form Amendments were made to the Guidance deleting references to third party harassment, following the repeal of these provisions in the Equality Act 2010
Health & Safety compliance review and policy creator Changes made to the section in the Guidance on the 'Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR)' as a result of changes to the legislation. The changes include amending the list of 'major injuries' and renaming it 'specified injuries' and replacing the list of reportable work-related diseases from 47 conditions to 8 conditions. Changes do not affect Northern Ireland.
	Settlement agreement   This document has been amended and renamed as a result of the Enterprise and Regulatory Reform Act 2013, which has changed the name of compromise agreements to settlement agreements. References to third party harassment have been removed, following the repeal of these provisions in the Equality Act 2010.   The questionnaire and Guidance have been overhauled to improve the user experience. A page has been added to the document, detailing what the user needs to do when they have finished.