Arag - Bristol

Pauline O.

If I could give no stars, I would.

My claim has been open since November and there’s been no resolve as of yet, despite providing all of the required documents at the start of the claim.

Agents keep changing on my case so there’s no consistency. Documents that have already been provided are repeatedly requested again. The agents always email after 4PM on a Friday and then I don’t hear back for another two weeks. I’ve called the ‘triage’ team over 50 times since November and no one can tell me what’s going on with my case. The triage team are essentially glorified receptionists, as all they can do is request a callback from the agent. The agents then claim to call me back but there are never any missed calls to show for it. Today I asked the team to confirm my phone number and the lady confirmed my number but repeatedly told me it was a different number to the one I was calling from and that’s why no one could get a hold of me.

I’ve requested that a complaint be opened as a result of the handling of my case and lo and behold, no one has contacted me.

It seems like they hire dunces to answer the phones to consistently make up lies as to why claims are taking so long. When you have evidence to dispute that lie, they just make up another.

I would not bother to take out any insurance policy backed by ARAG. Don’t put yourself through the stress of it.

Caren T.

When I finally found the phone number from the Broker, ARAG staff and their emergency network provider Sedgwick were friendly and efficient. The plumber was called out in a reasonable time. The problem was that recent work by a plumber trying to install an isolating valve into a propriety sized hot water feed pipe had failed and was gushing hot water everywhere. We had to turn off the water to the whole house and turn off the boiler. Emergency Plumber came and only tried to bodge the job again saying it was a temporary fix. But this failed within the hour. Unfortunately, ARAG's system would not allow the plumber to return to cap the pipe and avert the emergency. We tried to fix ourselves but we're sold the wrong items from Screwfix late on a Sunday afternoon. We were told we could go stay elsewhere (although couldn't give us a proper budget as ARAG didn't know the cost of the callout of the plumber), but it was a bit inconvenient for us. So we were left having to bodge our plumbing having to turn on the water at intervals and fill containers and cisterns while someone held the hot water pipe. None of this is easy to do with some members of our family who don't necessarily know how to use alternative solutions to our predicament. Ultimately ARAG failed to deliver on averting the emergency because of internal policy and procedure. I have in recent times had unsatisfactory experiences with insurances for other things, so I can only relegate ARAG to the scammy insurance pile along with those other companies. On thinking about this product more, I think we are better to accept the risk ourselves if an emergency should arise and deal with it privately.

Jon L.

Exactly the same problems as everyone else. Sending documents again and again, multiple random people dealing with the claim. Keep telling you someone will call you back when you want them to reply in writing. Must of said call back (which i didnt want) 30 times during the call. Nutters trying to tell me 'emails' are called call backs.
Overall I would give them half a star and I am only up to claim acceptance stage. I think this will end up with the Ombudsman based on what I have already experienced

Evelyn D.

I submitted a claim under my Urban Jungle policy, clearly stating that I am a tenant, not a homeowner. My policy explicitly excludes disputes where the insured does not own the property, meaning my claim should have been rejected immediately. ARAG had this information from the outset but still accepted my claim, took my excess fee, and referred my case to solicitors.

By doing this, ARAG falsely misled me into believing I had legal cover, causing me to stop looking for alternative legal help to resolve an issue that was directly impacting my health. After weeks of silence and repeated emails chasing them, I was eventually told by Taylor Rose that my claim was never eligible—something ARAG should have known from day one. They have taken my money under false pretences, wasted my time, and left me with no legal support while my situation continues to deteriorate.

This is not an administrative error—this is deliberate financial misconduct. As my insurer, ARAG should know their own policy terms. Instead, they accepted my excess payment despite knowing my claim did not qualify, failed to provide the legal services I was promised, and misled me into thinking I had coverage when I did not. Their incompetence and dishonesty have left me in legal limbo, with my health suffering as a result

Diane N.

DREADFUL not worth paying for. NO Cover for anything if they can find a way out of it. They aim to find a reason NOT to provide any legal expenses whatsoever. 1 x Star far too much.
TOTAL WASTE OF MONEY, They sell a service entirely under FALSE PRETENCES. WORST EVER INSURANCE "NON-COVER" THERE IS.
DON'T TOUCH IT WITH A BARGE POLE.
USELESS AND CAUGHT ME OUT REALLY BADLY
SHOCKING.
I WON'T INSURE WITH NFU MUTUAL AGAIN EITHER FOR SELLING ME THIS "NON LEGAL" EXPENSES INSURANCE.

Marcin K.

We did take a legal cover (DAS) with a new build home insurance (by Legal and General), we were just purchasing. How badly surprised we were once acknowledged during the first claim that the policy does not cover any house related issues. Stay away from them !

Stuart T. B.

Truly awful experience - took out Landlords Emergency Cover with through these guys. Boiler broke down on 22 December. It's now over a week later and they have still done absolutely nothing. Unable to get through to on the phone - first call to make the initial claim took me three hours waiting. Tenants had their Christmas holidays ruined are now taking legal action against me so I am forced to try and resolve myself and seek damages via financial ombudsman

S P.

One star too many. Appalling insurance compny. Take forever to respond to any correspondence, if at all. They have no idea what they can or cannot help you with, what is or is not covered on your insurance. Yet make you drag out the process with a solicitor firm who is just as uninterested in helping. Total lack of communication. Companies like this are set up to not help you, but to make money by whatever means possible. Make sure your insurance does not use them before you sign up.