Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ARAG is a scam. They are incompetent. I entered a case and was "matched" to one attorney WHO NEVER RESPONDED. There is no way to be matched further. This business is a joke. I put in another case and they won't even try to match me to attorneys because they say its an identical case...however one involves an *************** the other an Auto Shop. I paid for this service, yet am getting ZERO attorney assistance.

  

  Business Response

  Date: 06/27/2025

  *********** recently contacted ARAG twice, seeking assistance with two separate legal matters. Due to the timing, and categorization as two consumer protection matters, ARAG team members confused the two matters as being related to the same matter. ARAG team members have been in contact with the complainant and provided the contact information for an attorney who may be able to assist with both consumer protection matters. 

• Initial Complaint

  Date:05/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Veterans Affairs Cases are Fully Covered by ARAG (****************************************************) so long as I use an In-Network Lawyer. Moreover, should they not be able to find an In-Network Lawyer they cover a Reasonable Maximum number of case hours. Thise poses two problems:- ARAG may not be compelled to provide a cogent list is In-Network Lawyers. The list they provide is composed of lawyers who generally tell me to refuse to work with ARAG. When I have pressed some of these lawyers for a reason as to why they refuse to work with ARAG the feedback they give is that the money ARAG pays them does not cover their expenses much less leave them with any profit margin. Ergo, they would take a financial loss should they take my case.For the case in question I was only given 4 In-Network Lawyers sourced only from Eastern North ********* My case is federal, so they can and should all me to search across the nation. In Eastern North ******** there were 4 lawyers listed as In-Network:- Two refused to work with ARAG - One stated they did not handle Veterans Affairs cases - One was unreachable - When ARAG cant produce an In-Network Lawyer they apparently only will produce ONE Out-of-Network lawyer who they will pay the Reasonable Minimum to. However, there is no guarantee that this Lawyer will be response to client emails to accept the case.This leaves me with a good standing insurance contract that I am unable to use given the above technicalities.Please see two characteristic emails from two Lawyers / Law Firms refusing to work with ARAG or stating that ARAG has miss characterized or misrepresented their practice as an example in the Appendix.

  

  Business Response

  Date: 05/22/2025

  Thank you for reaching out.

  
  For most legal matters, ARAG has multiple network attorneys in your area who handle cases under the ARAG plan.  ARAG does not guarantee that a network attorney is always available to assist on your legal matter. ARAG has provided you with a state-wide list of Network Attorneys who practice in the area of law which your legal matter requires.  ARAG has also located a non-network attorney that is able to assist on your matter.  It is our understanding that you wish to use a Network Attorney for your legal matter.  Since your legal matter is a federal matter,you may search for Network Attorneys in any area you wish.

  
  On May 15, 2025, ARAG contacted you and asked if you would like ARAG to search for attorneys in a different state, as your legal matter is a federal matter.  ARAG asked that you provide us with a specific state for which you would like us to provide a Network Attorney list, otherwise could go onto your member portal to retrieve a list of Network Attorneys specific to your legal matter and browse by your desired location. If you need any assistance on how to locate a Network Attorney outside of your state, we encourage you to contact our customer care team.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23335969
  
  I am rejecting this response because:

  ARAGs statement is not factual.  They never provided me with a list of in-state network attorneys who handle the stated legal mater.

  When I reached out to the attorneys they did provide these attorneys made it clear that their contact information should not have been given to me as they dont work with ARAG and / or dont handle the stated legal mater.

  It would have been helpful if ARAG had actually done what they said they did: provided a list of Network Attorneys.  They did not do this and saying they did here is fraudulent.

  Right now I have no

  - Reason to believe there are ANY network attorneys in the ************* who handle the stated matter.  If this is wrong, I challenge ARAG to produce such an attorney.

  - Idea what state ARAG thinks they have an in-network attorney so I cant suggest which of the other 49 states to start the search.

  ARAGs repose to this complaint was simply not given in good faith and their responses are wholly inane.

  
  Sincerely,
  
  ****** ******* Iii

  

  Business Response

  Date: 06/04/2025

  Thank you for your continued engagement and for giving us the opportunity to respond further to your concerns.
  
  We understand your frustration and sincerely regret that your experience with ARAG has not met your expectations. Our goal is always to provide meaningful support and access to legal resources for our members.
  
  In response to your challenge, we have identified an attorneythough located in another statewho is willing to speak with you regarding your legal matter. While this attorney is not based in your state, they may be able to offer guidance or help you determine next steps.
  
  Wed also like to clarify that ARAGs attorney network is composed of independent attorneys who voluntarily contract with us to provide services to our members. While we strive to maintain accurate and up-to-date listings, availability and areas of practice can vary. We regret any confusion caused by prior referrals and are actively reviewing the situation to ensure better alignment in the future.

  A member of the Customer Resolution team will be contacting you to connect you with the attorney who has offered to assist. We remain committed to helping you find a resolution and appreciate your patience as we work to support your legal needs. 

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to your website, the plan includes support for special education matters. Based on this, I contacted several attorneys listed under that category. Unfortunately, none of them were currently handling special education cases. I then called ARAG customer service and was advised to contact every attorney listed under ******************** I proceeded to call and email 89 attorneys, but either received no response or was informed they did not practice special education law.Following up with ARAG again, I was told that your team would find an attorney for me. Eventually, one was assigned. We spoke for approximately 30 minutes, and she reviewed a single page of documentation. I later followed up with two emails and a phone call, but received no response.When I contacted ARAG again to follow up, I was informed that this attorney had already billed 6.5 hours to my case, leaving only 3.5 hours remaining from my 10-hour benefit. I was shocked, as the actual interaction was minimal. When I questioned this, I was told I would need to file a complaint and list my concerns in detail for ARAG to ************** this point, more than three months have passed since I initially reached out. My legal matter remains unaddressed, and I have spent significantly more time dealing with ARAG than focusing on my actual case. I pay nearly $300 per year for ARAGs legal services, yet I have received no meaningful support. In fact, the experience has added unnecessary stress and workload.The attorney in question was recommended by ARAG, and the hours she submitted were apparently accepted without verification. As a member, it should not be my responsibility to track or dispute billing detailsthat defeats the purpose of a legal plan.I am requesting that ARAG either:Assign a qualified special education attorney and reset the 10-hour benefit,or Allow me to work with an out-of-network attorney with full coverage, since your network has not been able to meet this need.

  

  Business Response

  Date: 05/14/2025

  Thank you for providing information regarding the service you received. 
  
  When you contacted ARAG regarding the service received, you were provided with the same request for documentation of the concern as any plan member would have been provided. In order for ARAG to provide services consistently, we have established procedures and forms to receive and process concerns, so each concern is afforded the same level of review. 
  
  ARAG business records document phone calls and emails where our customer care representatives requested information to support your concern, which was met with refusal to provide information by either completing the concern form or by responding to an email including the same information as the concern form. Upon filing this Better Business Bureau complaint, ARAG is now provided with the plan member's concern.
  
  The ARAG Legal Plan provides 10 hours of general in-office/miscellaneous services, which is intended to provide services for legal matters not otherwise specifically provided or excluded in the legal plan. The current legal matter is review of a memorandum of agreement for an education matter, which is eligible for the benefit for general in-office/miscellaneous services. 
  
  Based on claims information submitted by the network attorney who provided services, 4.25 hours were expended in reviewing the memorandum of agreement, and providing advice to the plan member. However, due to your dissatisfaction with the service received, ARAG has reset your benefit to 10 hours of general in-office/miscellaneous services. If your legal matter remains unresolved, please contact the Customer Resolution team at ********************** at ***********************. so that we may provide assistance in locating an attorney to review the memorandum of agreement and provide advice. The phone number may require you to leave a message, however your call will be returned by a member of the Customer Resolution team. 
  
  If you choose a non-network attorney, there is an indemnity benefit available under your plan. Upon submission of a claim form, ARAG will reimburse you for payment of attorney fees for covered legal services up to the benefit limit, in this case 10 hours of service at the reimbursement rate of $80 per hour. 
  
  Additionally, ARAG is reviewing your experience with the Network Attorney who initially provided legal service to determine if they meet our expectations for communication with plan members. Please note that ARAG does not control or interfere with the services provided by a network attorney, nor can ARAG guarantee the outcome of a legal matter, or the skill of an attorney. 

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted through my employer to receive ARAG *************** Expected to have an issue with a local HOA. Once the issue started ARAG claimed that I did not have coverage. Under Consumer protection it listed Home owner Association disputes as covered. Under a different section it claimed I had legal services under my Landlord capacity to include real estate disputes. When I tried to activate coverage they claimed that rentals where excluded from coverage. They claimed that it was not MY HOA but my Tenants, which was absurd. I own the home. When I tried to use my landlord part of the coverage they claimed it only covered at the sale of the home. At no time where they willing to help or cover anything I had paid for. I carefully researched before I signed up for coverage and none of the exclusions they claim appear on their website. They claim they do not cover investments, but then offer landlord coverage. So clearly Investments is not rentals, but then they claim they are when it benefits them. So no coverage at all from them despite me being promised benefits under multiple places. Each time they made something up that was NOT listed in the coverage plan. For example their assistance against obligations on the sale of a home can only happen when it is sold, not when it is assessed, meaning that coverage is useless. You are guaranteed you cannot dispute that obligation years later.

  

  Business Response

  Date: 04/16/2025

  Based on documentation from telephone conversations between Mr. ****** and ARAG ************* representatives, the legal matter at hand is a dispute between Mr. ****** and the ********************** (***) about his rental property.
  The ARAG ***** Plan in which Mr. ****** is enrolled includes several benefits for legal services specific to landlord matters. Sections of certificate language are included below; the certificate of insurance is included as an attachment to this complaint response.
  The ARAG ***** Plan includes the following exclusion #2 We do not provide coverage for: ***** services arising out of a business interest,investment interests, employment matters, employee benefits, your role as an officer or director of an organization, and patents or copyrights.
  Landlord Rental Property Lease Review and Preparation legal services for a plan member for the review and preparation of Lease Contracts for your covered rental property. Coverage is limited to a single covered rental property that is registered with us for the current certificate year. (Exclusion #2 as it relates specifically to investment interests does not apply to this benefit.)
  This benefit is limited to the review and preparation of lease contracts for your covered rental property.
  Rental Property Disputes legal services for a legal dispute with your tenant as landlord of your insured rental property, including but not limited to, eviction and security deposit disputes, when you wish to act against a tenant regardless of whether the matter proceeds to the filing of a lawsuit or when a tenant is taking action against you. Coverage is limited to a single insured rental property that is registered with us for the current certificate year.
  This benefit is limited to a legal dispute with your tenant in your capacity as landlord.
  This benefit does not include the waiver of Exclusion #2.
  ********************* Disputes legal services for a legal dispute regarding written, verbal or implied contracts or obligations related to your homeowner association when you wish to act against a party regardless of whether the matter proceeds to the filing of a lawsuit or when a party is taking action against you.
  This benefit provides legal services for legal disputes with your HOA, however it does not provide legal services for legal disputes with your HOA for a rental property. See Exclusion #2 applies where We do not provide coverage for: ***** services arising out of a business interest, investment interests, employment matters, employment benefits, your role as an officer or director of an organization, and patents or copyrights.
  This benefit does not include the waiver of Exclusion #2.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23209210
  
  I am rejecting this response because: The listed policy is not the latest and not the one provided to me by *********************. ARAG is cherry picking their findings from the document and not providing the full story. They are selectively applying the exclusions and they do no appear in the LM covering documents. Having spoken to ******** M artin benefits they have assured me that ARAG is incorrectly applying this language as presented. The issue impacts my leases and should be covered under multiple applications.

  Landlord ******************************************************** services for a plan member for the
  review and preparation of Lease Contracts for
  your covered rental property. Coverage is
  limited to a single covered rental property that
  is registered with us for the current certificate
  year.
  (Exclusion #2 as it relates specifically to
  investment interests

  Or 

  Neighbor ************************* services for a plan member with a
  neighbor as a plaintiff or defendant in a dispute
  related to your covered rental property,
  including boundary or property title disputes.
  Coverage is limited to a single covered rental
  property that is registered with us for the
  current certificate year.
  Trial for three (3) days or less
  Trial starting on day four (4) until completion
  (Exclusion #2 as it relates specifically to
  investment interests does not apply to this
  benefit)

  or

  Real Estate ************************* services for a plan member as a plaintiff
  or defendant in a dispute regarding contracts or
  obligations for the construction, purchase or
  sale of your covered rental property. Coverage
  is limited to a single covered rental property
  that is registered with us for the current
  certificate year.
  Trial for three (3) days or less
  Trial starting on day four (4) until completion
  (Exclusion #2 as it relates specifically to
  investment interests does not apply to this
  benefit)

  The document as provided by ARAG for some reason does not contain these peices.  This appears to be an attempt by ARAG to defraud this BBB investigation. 

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/17/2025

  As part of the rebuttal to ARAGs complaint response, Mr. ****** provided the Summary Plan Description distributed by his employer for the 2024 plan year. Updated policy and certificate documents are provided to Mr. ******* employer prior to January 1st of each plan year and routinely include changes in language.
  
  Mr.****** was enrolled in the ARAG legal plan offered by his employer as a voluntary benefit January 1, 2019 through December 31, 2019 when his membership was suspended. Mr. ****** was not enrolled in an ARAG legal plan from January 1, 2020 through December 31, 2024. Mr. ****** enrolled in the ARAG legal plan effective January 1, 2025 and remains an active plan member.
  
  Mr.****** contacted ARAG ************* April 15 and April 16, 2025, requesting legal services regarding a dispute with the ********************** (***) for his rental property including whether the *** is entitled to a list of rental agreements and names of all residents.
  
  The 2025 legal plan in which Mr. ****** is enrolled includes legal services for disputes with a plan members ***. The 2025 benefit language is as follows:
  
  ********************* Disputes legal services for a legal dispute regarding written,verbal or implied contracts or obligations related to your homeowner association when you wish to act against a party regardless of whether the matter proceeds to the filing of a lawsuit or when a party is taking action against you.
  This benefit provides legal services for legal disputes with your ***, however it does not provide legal services for legal disputes with your *** for a rental property. Plan Exclusion #2 applies where We do not provide coverage for: ***** services arising out of a business interest, investment interests, employment matters, employment benefits, your role as an officer or director of an organization, and patents or copyrights.
  This benefit does not include the waiver of Exclusion #2.
  The waiver of Exclusion #2 was included in the 2024 legal plan, however Mr. ****** was not enrolled in the 2024 legal plan.
  
  In addition, Mr. ****** stated he first received notice of the dispute on January 1, 2024, a time during which he was not enrolled in an ARAG legal plan,therefore a dispute beginning January 1, 2024 is specifically excluded as a pre-existing legal matter and there is no coverage available in the 2025
  legal plan.
  
  Also, in Mr. ******* rebuttal, he provided a benefit from the 2024 legal plan which remains unchanged in the 2025 plan year. The benefit language is as follows:
  
  Landlord Rental Property Lease Review
  and Preparation - ***** services for a plan member for the review and preparation of Lease Contracts for your covered rental property. Coverage is limited to a single covered rental property that is registered with us for the current certificate year. (Exclusion #2 as it relates specifically to investment interests does not apply to this benefit.)
  
  The Landlord Rental Property Lease review benefit is limited to the review and preparation of lease contracts.
  The benefit does not include services for a dispute regarding the lease contracts and whether the *** is entitled to review the contracts.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested assistance on a legal matter covered by ARAG Legal, issue closed with no contact.

  

  Business Response

  Date: 02/21/2025

  Our records indicate the complainant submitted a request for legal services on January 2, 2025. ARAG connected complainant with an attorney to provide services on January 9, 2025. Our office contacted the attorney who indicated their office attempted to contact the complainant on January 15th and January 23rd before speaking with the complainant on January 28th at which time the complainant indicated they had worked with someone else and the matter was taken care of. 
  If the complainant has any additional questions or concerns about the benefits available in their ARAG legal plan, we encourage them to contact our customer care department.

• Initial Complaint

  Date:02/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this service through my employer. I was given the impression that as the insured the company's purpose was to locate dependable and knowledgeable attorneys to handle cases. I was wrong and this company is total scam they pay attorneys and allow them to recuse themselves from cases that do not show a promise of a counterclaim for additional payment. In my experience I was given a junior attorney that had never handled my type of case and five days prior to my court's date he recused himself from the case. This was allowed and supported by ARAG. As they stated to me, they do not tell an attorney how to complete their job or how to argue a case and that if another attorney was needed, then I would need to pay part of the cost out-of-pocket because they had already paid the attorney. That would not be proceeding on my case. And they did not see a reason for another attorney to be appointed. AFTER CONTACTING A SUPERVISOR AND BEING TOLD THIS. I AM NOW FILING A COMPLAINT WITH THE BETTER BUSINESS BUREAU TO HELP OTHERS BEFORE TAKING ON THIS INSURANCE THAT THEY DO NOT SUPPORT THE INSURED. THEY SUPPORT THE ATTORNEYS. The attorney was assigned this case in October of 2024 and informed me of his impending discontinuation of the case 21 day before the scheduled court date. His claim to ARAG was that I didn't provide information needed for my defense when it was actually the counterclaim.

  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out. According to our records, you first contacted ARAG on October ******* regarding eviction papers that you received from your landlord. A case was opened, and coverage was confirmed whereby the legal plan pays the network attorney fees. ARAG provided you with contact information for an attorney who was willing to assist with your case. ARAG does not tell or allow attorneys to withdraw from cases. This decision is solely made by the attorney. ARAG recently reached out to the attorney assigned to your case, and he indicated he is seeking approval to withdraw as your counsel because they have not received information and documentation from you, which is needed in order to move forward with your case. We encourage you to reach out to your attorney to discuss your case.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22966363
  
  I am rejecting this response because: In speaking with the assigned ARAG *** and the supervisor in her department the requested documentation had no affect on the case that I requested ***resentation for but the counterclaim that benefitted the attorneys agenda to get paid outside of the amount paid by claim benefits.

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/17/2025

  We have reviewed your conversations with ARAG Representatives. Our findings indicate that you contacted ARAG on February 12, 2025 to explain that the additional documentation that was requested by your attorney is not necessary for your legal matter. We informed you that ARAG cannot interfere with how an attorney handles a case, which would include what evidence they would need to move your case forward. The attorneys are not employed by ARAG and ARAG does not control or interfere with the performance of the attorneys and does not guarantee the skill of the attorney.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ARAG took my money and kept giving me attorneys and law firs that wouldnt call us back. ARAG also gave us attorneys in the wrong state. I have wasted so much of my life waiting on the wrong attorneys because pf ARAG. The only thing they can do right is take your money.

  

  Business Response

  Date: 02/18/2025

  Thank you for reaching out.  Based on the information provided in the complaint, we are unable to verify whether the complainant is a plan member.  If complainant needs further assistance, please contact ARAG customer care, or reach out via email at ****************************************

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22936686
  
  I am rejecting this response because: I am a plan member. Member number 4001013-003 

  Case# ************

  Its under my wifes name. 
  ***** ******.

  Thank you

  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out. Our records show that on October 2, 2024, you contacted ARAG and set up a case for the closing of your mother in law's estate.  ARAG provided you with contact information for network attorneys in the state of ********  On February 19, 2025, ARAG received an e-mail from a Florida Network Attorney who indicated your legal matter necessitated an attorney licensed in the state of *********. On February 25, 2025, ARAG began searching for an attorney in ********* to assist with your legal matter. Our customer care team will reach out with contact information when a Tennessee attorney is located.

• Initial Complaint

  Date:02/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for legal insurance through ARAG from my employer in 2024. I filed all the correct paperwork to see a lawyer for will and estate planning which is an approved service. None of the lawyers on the list were within my area so I went to an ARAG approved lawyer where I live. I have emailed ARAG 6 times regarding this with no response. Now, ARAG is refusing to pay for the services which were within the insurance plan. I have still not received an explanation or contact from ARAG explaining what I need to do for them to cover these services.

  

  Business Response

  Date: 02/17/2025

  4100911-002

  Thank you for reaching out. Our records show you were a member of an ARAG legal plan from January ****** through December 31, 2024.  On December 30, 2024, you contacted the ARAG ************* team to set up a case.Coverage for your legal matter was confirmed. On January 6, 2025, ARAG e-mailed you a confirmation of coverage, which indicated that coverage for your legal matter . . . provides payment in full for attorney fees when using a Network Attorney.  This e-mail also contained contact information for Network Attorneys near your area.  On January 7, 2025, ARAG sent you an e-mail which included new contact information for an additional Network Attorney about 10 miles from your primary address.

  
  On January 6, 2025, you notified ARAG that you were working with a non-network attorney.  On January 10, 2025, ARAG indicated that the attorney you were working with was not a Network Attorney, and referred you to the emails that were sent on January 6, 2025 and January 7, ********************************************************** your area.  On January 10, 2025, you notified ARAG that you were continuing to work with a non-network attorney.  On January 16, 2025, ARAG reiterated that the attorney you were working with was not a Network Attorney.  ARAG also highlighted that if you wanted to continue working with a non-network attorney, your legal plan does offer a reimbursement benefit up to a specific amount outlined in your policy.  ARAG also provided you with the claim form you may fill out in order to receive your reimbursement benefit.

  
  Please contact our ************* team with any questions.
  

  
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22922323
  
  I am rejecting this response because: ARAG did not provide me with an in network lawyer that was in my area so I was required to go to a lawyer in my area. The services this lawyer provided were prior to 12/31/2024. Upon speaking with him on 12/30/2024 I submitted all the information required to open a case with ARAG. My lawyer, Mr. ***** has billed ARAG for other clients without issue. Again, ARAG needed to provide an in network lawyer that I would be able to see within my area. The in network lawyers were not in my area. When I have brought this to the attention of ARAG I have not received a response to my emails. If ARAG had responded I would not have needed to file a case with the BBB. Unless you can go back to 12/30/2024 and provide an in network lawyer within my area so I can attend the appointment before 12/31/2024 you need to cover Mr. *****. With the large number of lawyers in **************, ** and a *********** site here, ARAG needs to have an in network lawyer here as an option. Again, as I've asked in the past, how do I get the legal fees covered by the insurance plan I purchased and paid for, covered by ARAG as they are considered covered charges.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/24/2025

  Thank you for reaching out. There are Network Attorneys throughout your state.  ARAG does not guarantee the distance of a Network Attorney from your primary address. Our records show that ARAG did provide you with a Network Attorney in your area who was willing to assist with your case.  Please refer to the January 7, 2025, wherein ARAG provided you with contact information for a Network Attorney 10 miles from your primary address.
  Please contact our ************* team with any questions.

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/6/25 I submitted a reimbursment request for a total of $395.00. An itemized invoice for $195.00 which came from my retainer of $3000.00 and a consultation receipt for $200, again for a total of $395.00. I received reiumbursment for $195.00. I called to figure out where the addiitonal $200 reiumbursement went. I was told I did not submit everything needed and I needed to provide an itemized invoice for the $200 consultation fee. I did as advised and submitted the itemized invoice for $200 and then was sent a check for an additional $5.00. Now I am getting the run around of people who cant tell me why other than the fact that claims team is putting the inovice together thinking its for the same transaction. No matter how many times I expalin they are separate invoices with different invoice numbers, all employees want to argue with me and tell me they do not know and that I cant speak to the claims team. I am allotted up to $480 for reimbursment within my policy and I am within my rights to claim it.

  

  Business Response

  Date: 02/17/2025

  Our records indicate that as of the date of this response, the complainant has been reimbursed $395 in non-network attorney fees. 

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have tried to open 2 cases. 1 landed with a ****** ****** who has been ignoring me for months now. He has money belonging to me and will not send it to me. The other case i am trying to open has been going on for 5 months with no movement. I have called emailed complained with no results. Either get this resolved or refund all my money!!

  

  Business Response

  Date: 01/27/2025

  Thank you for getting in touch with us.  We sincerely apologize for any inconvenience this may have caused you.

  Case no. 3946807
  On August 15, 2024, you contacted ARAG to address a concern about legal matter.  ARAG representatives confirmed that coverage for this matter was included in your legal plan. Subsequently,on August 21, 2024, ARAG provided you with contact information for a network attorney.  Our team has recently followed up with the attorney who indicated he provided services on January 21, 2025.
  

  Case no. 3996921
  On September 30, 2024, you contacted ARAG to address a new concern about a legal matter.  ARAG representatives confirmed that coverage for this matter was included in your legal plan.  Subsequently, on October 2, 2024,ARAG provided you with the contact information for a network attorney located in ***  
  On November 4, 2024, you requested ARAG provide you with contact information for a network attorney located in ***  In response, on November 22, 2024, ARAG provided you with contact information for a VA network attorney to assist with your legal matter.  The attorneys contact information was sent to the e-mail address we have on file for you.  Our team did reach out to the attorney recently and he indicated he had a consultation with you, but that a case was not pursued. You are encouraged to contact the attorney to discuss the status of your legal matter. 
  

  Please reach out to our customer care team if you have any questions. Our customer care representatives are available Monday through Friday, 7am-7pm.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22839726
  
  I am rejecting this response because: I have been trying to get this handled for months!! 6 months for a letter?! I kept asking the attorney for an update and he keeps blowing me off, telling me he is still working on it? I sent him angry correspondence and now he says it has been handled and i should see money but after 6 months i am not holding my breath!

  The 2nd case i tried for months to get you people to get me an attorney for ******** and not *******. The last *** said i don't know how i can help you and is not familiar with ARAG. I tried contacting him after forwarding what services ARAG would cover with no response. I will try contacting him again but I have been fighting this for months!! And now you want me to try calling you people again?! Your reply to this is the most effort you people have put into anything for me!
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/11/2025

  Case no. 3946807
  We understand that you have been trying to handle your case for 6 months. However, ARAG attorneys are independent and not employed by ARAG.Therefore, ARAG cannot guarantee the timeline, strategies, or outcome of your case.  Our team recently followed up with the attorney on this case, who indicated he provided services on January 21, 2025.

  
  Case no. 3996921
  You are encouraged to contact the attorney on this case to discuss the status of your case and next steps. Please reach out to our customer care team at ********************** if you have any questions.