ComplaintsforARAG

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I enrolled through my employer after reading arags plan stating that it was %100 covered and the service would contact lawyer. Then upon using the service I received an email stating only 25% covered and the rest of the costs associated with it not covered. Then waited and waited for a response. To then find out I need to contact and find my own lawyer at a discounted rate. I was never notified of my lawyer choice and in the meantime I have been doing my own leg work in the matter. I feel the information my work was given does not reflect the service I am receiving/ NOT receiving and when I asked to cancel they tell me I need to wait until open enrollment a year from now or Unless a major life event happens. No apologizes on bait and switch and false representation of services or lack of. No help trying to resolve the matter and then i read complaints that I am not the only one. I just want them to cancel my plan for 2023 & ****

  

  Business response

  12/21/2023

  BBB Complaint ID ********  
  ARAG Response

  The plan members employer (policyholder) offers a legal plan to its employees as a voluntary benefit. ARAG prepares materials for the employer to provide to its employees explaining the legal plan, how to use the plan, providing examples of legal matters that are covered under the plan, etc. The flyer that ARAG prepared for the plan members employer to use stated, network attorney fees are 100% paid-in-full for most covered matters.The flyer did not state that ARAG will contact an attorney for the plan member.The flyer did state, limitations and exclusions apply. The flyer stated that for a complete list of ************* matters and for more information about the companys plan to visit the website to review the legal plan and the flyer provide a website address and access code for the employees to use. The website contained the following info:
  Here is a list of legal matters covered under your plan. There are a few exclusions, so we recommend reviewing What's Not Covered before enrolling in a plan.
  The legal plan does not cover legal matters that are considered pre-existing. You may be eligible to receive reduced-fee services. Learn more here.
  
  The employer allows eligible employees to enroll in the plan within 30 days of beginning employment or a qualified life status change as determined by the employer. The plan member enrolled in his employer-sponsored legal plan effective 11/6/2023. The legal plan defines:
  CERTIFICATE YEAR twelve (12) month period as listed on the declarations page of the policy issued to the policyholder.
  EFFECTIVE DATE the date on which the policyholder enrolls the named insured and from which date premium has been paid for you.
  INSURED EVENT - an event covered by this policy whose initiation date will be considered the earlier of the date (a) written notice of a legal dispute is sent or filed by you or received by you; or (b) a ticket or citation is issued; or (c) an attorney is hired.
  
  On 11/22/2023, the plan member contacted ARAG regarding coverage for a legal matter and stated he first received written notice of the matter on 1/15/2023. Since the member received written notice of the legal dispute prior to the effective date of his legal plan, the plan member was informed there was no coverage as the matter was pre-existing.  
  
  When a legal matter is not covered and not excluded under the plan, the plan member may be eligible to use the legal plans Reduced ********* Services benefit whereby a network attorney will bill the plan member at 25% off their normal rate. Access to a reduced fee network attorney is subject to availability. The plan member is responsible for locating and retaining a network attorney. Plan members have access to a directory of network attorneys.
  
  The plan members plan in effect for 2023 automatically terminates effective 12/31/2023. It is the employers decision, not ARAGs decision, whether or not an employee enrolled in the employer-sponsored legal plan can cancel their participation during the term of a legal plan. If the plan member is enrolled to participate in the legal plan for the calendar year ****, we suggest the member contact their HR Department as it is not ARAGs decision whether the plan member can un-enroll for the **** plan. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I first purchased this legal plan through my employer. It was a terrible experience. These people refuse to help you. They are truly not concerned about making sure you get what you need to help with a legal situation. Most of the attorneys on ARAG's list are no longer affiliated or they no longer practice in areas. They continued to send me the same list with the same attorneys. I told them several times these attorneys are no longer with ARAG. Then they sent me a list with attorneys within a 100-mile radius. I could not believe that. I am not going through this list and call every attorney on that list. Then they told me there is nothing else they could do for me.As a matter of fact, I dropped them from my benefits from work. The next year around March they contacted me though email. They basically apologized for what happened the prior year and they will offer me a membership for the same amount I paid through my employer. I paid $9.70 a month. I reluctantly decided to give ARAG another chance. Big mistake! I auto pay all of my bills. I had no idea until now that ARAG has been charging my $29.95 a month until almost the end of this year. They also back dated the plan to January. I have it all on record. These people are rude. They are dishonest, disrespectful and unprofessional. Please don't purchase this legal plan. Read the many reviews saying the same things about ARAG here on the BBB. I gave ARAG the benefit of the doubt. Around $300.00 for nothing but grief from the company. I feel like I was robbed.

  

  Business response

  11/06/2023

  Plan Member has notified ARAG of difficulty finding a network attorney to provide services for matters covered by the conversion ARAG legal plan. Twice in 2023, Plan Member contacted ARAG to cancel their membership then contacted ARAG to reinstate the membership. At this time, ARAG can terminate the membership with a retroactive effective date of January 1, 2023 and refund Plan Member for the premium paid since January 1, 2023. If Plan Member agrees to release ARAG from any claims for insured events occurring on or after January 1, 2023, ARAG will refund Plan Member $329.45.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had their policy for over 2 years. Wanted estate planning documents a fully covered service. They referred me to two attorneys: both tried to process me the same way - fill out a form, they return shoddy computer generated documents, neither did a review of the documents with me, either asked any questions to make sure the documents reflected my legal need, and one attorney was not even local (they advertise, even on their telephone hold message, that they refer you to a local attorney. In my opinion, this insurance and their network of lawyers is worth nothing. The latest issue with the last attorney referred occurred 5/16/2023. They are referring to attorneys that are not willing to actually provide legal services and represent and advertise they refer you to local attorney. They attorney they referred me to were not will to do any legal consult and were not willing to meet with me in person.

  

  Business response

  05/30/2023

  Plan member enrolled in an ARAG legal plan available through his employer, effective January 1, 2021. Plan member utilized the legal plan in February 2021 and November 2022, with ARAG paying claims for each use. ARAG has accepted the plan members cancellation request, effective June 30, 2023,however, is not permitted to refund premium paid into a group insurance policy when claims have been paid on behalf of the plan member.
  ARAG customer care representatives advised the plan member to contact his human resources or benefits department regarding the possibility of a refund. Plan member should be aware that, depending on billing and payroll cycles, he may have additional premium deductions from his paycheck.
  ARAG cannot require a network attorney to meet with a client in person. ARAG is not permitted to interfere in the attorney-client relationship. 

  Customer response

  05/31/2023

   
  Complaint: 20067896
  
  I am rejecting this response because:

  1) The insurer promised to refer me to local legal firms: in both referrals the firms refused to meet with me in person. I suspect one or both have only local mail drops or non-operating offices.

  2) I was promised legal services that were not delivered by either firm I was referred to.  I answered questions that were then carelessly put into standard template forms. I was provided no services by any lawyer.  I was not able to consult with a lawyer regrading my concerns as to how the legal documents worked.

  3) I was not given adequate instruction as to how to file the legal forms.

  In fact, the insurance does not provide legal services as advertised and promised. If it is only a referral service this should be made clear in their marketing and promotion. If they promise to cover legal services they must also be responsible to assure that legal services are provided.  If, as in this case legal services are not provided, they should not pay the providing firms.  In short, the insurer is not performing and I again request a refund of my premium based not on the lack of performance by the legal firms, but on the basis that the insurer is not providing coverage as advertised. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/09/2023

  Plan member had the option at any time to change attorneys to make sure to get a local attorney who would meet with him in person to review his estate planning documents. He used the plan in 2/2021, 3/30/2021 and 11/17/2022, paid a total of $315.89 in premium (31 months x $10.19/mo.) and we paid out $1250.00 in claims. Although PM is not satisfied with the services received, ARAG has paid out claims totaling nearly 4 times the amount PM paid in premium. Any refund request must be directed to by his HR/Benefits department.

  

  Business response

  06/09/2023

  Plan member had the option at any time to change attorneys to make sure to get a local attorney who would meet with him in person to review his estate planning documents. He used the plan in 2/2021, 3/30/2021 and 11/17/2022, paid a total of $315.89 in premium (31 months x $10.19/mo.) and we paid out $1250.00 in claims. Although PM is not satisfied with the services received, ARAG has paid out claims totaling nearly 4 times the amount PM paid in premium. Any refund request must be directed to by his HR/Benefits department.
  

  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been an ARAG member for over 20 years. When my wife passed coverage was passed on to me. As others below, it is impossible to get an attorney to honor ARAGs customer agreement due to the low reimbursement rates for issues. As others have shared, in trying to utilize my coverage I have had significant difficulty utilizing my coverage with ARAG because multiple attorneys listed as in-network that I've contacted have said the ARAG reimbursement was too low. ARAG finally found an attorney to handle the case, but the attorney does not follow up and basically does nothing, again this is due to low reimbursement rate that ARAG provides. We asked for an alternate attorney and ARAG agreed, however the alternate attorney does not respond and again, one can only assume this has to do with the rate being paid. This is not a complex case, its a nothing case, so I can only imagine the difficulty one would have with dealing with ARAG on a complex case. Anyway, the company advertises this a "Paid in full benefit" but the service provided by anyone who would accept the plan is basically non-existent as others below have attested to as well.i am seeking either a full reimbursement of all premiums paid for the last 20 years since my wife had the plan or to have the ARAG service provide the benefit and representation for which I am entitled under the beenfits as a plan member. I do not want to be treated as a fifth class citizen on a legal matter due to the legal plans reimbursement rate and contracts with attorneys, I demand ARAG to be accountable for the legal representation in a professional manner and or reimbursement and or payment to a competent attorney of my choosing as per the plan lists this a paid in full benefit.Thanks

  

  Business response

  03/10/2023

  ARAG has contacted the current attorney providing services to the plan member and asked the attorney to provide the plan member an update on the legal matter. The attorney contacted plan member to provide an update regarding drafting documents in preparation for the trial scheduled for April 10th. We are hopeful the member is now confident in the services they are receiving. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ARAG has a contract with my employer and advertises and sells their services as providing coverage for specific legal matters. However, in trying to utilize my coverage I have had significant difficulty utilizing my coverage with ARAG because multiple attorneys listed as in-network that I've contacted have said the ARAG reimbursement was too low. Also, one of the attorneys I contacted accepted my case then asked me to supplement ARAG's hourly rate.

  

  Business response

  02/03/2023

  Complainant is enrolled in an ARAG legal expense insurance plan offered by her employer as a voluntary employee benefit. The plan offers payment of legal services by a network attorney, in exchange for premium paid via payroll deduction.
  Complainant contacted ARAG in January ******************************************************************************* a recently purchased residence. ARAG representatives verified coverage is available in the legal plan and provided contact information for network attorneys near the location.
  ARAG has been working with Complainant to locate an attorney to provide service. We have put her in touch with an attorney and she is determining whether that attorney will be acceptable.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Services not provided after year of payment. By their own company standards ,they have 15 days to respond to a claim which they did not do.. I asked for a refund for all the years paid and so far I have not been compensated

  

  Business response

  10/03/2022

  See attached doc

  Customer response

  10/03/2022

   
  Complaint: 18051109
  
  I am rejecting this response because: ive sent an attached email that the company sent to me explaining they had 15 business days to be in contact about the case they did not respond within 15 business days in any manner I called to remind them and filed multiple complaints and Ive had to take alternative routes to solving my legal issues it has now been ************************************************************ a refund so they have taken my money for 5 1/2 years and for the second time have denied services or a refund
  
  Sincerely,
  
  *********************************

  

  Business response

  11/21/2022

  Hi ****,

   

  The member states he is still considering our proposal and stated, I will respond as soon as Ive gathered the necessary information and completed an evaluation of the proposed agreement.

  If ARAG doesnt hear from the member by 11/28/22, well contact him again to get a status update.

  *****

  

  Business response

  11/21/2022

  Hi ****,

   

  The member states he is still considering our proposal and stated, I will respond as soon as Ive gathered the necessary information and completed an evaluation of the proposed agreement.

  If ARAG doesnt hear from the member by 11/28/22, well contact him again to get a status update.

  *****

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have been paying ARAG a monthly membership fee for a number of years. When we attempted to use the service for a consumer matter this year we found they do not even have any attorneys in our state who can handle cases. We have wasted our money on this service which is of no use in this state due to a lack of attorneys. We feel we should be refunded at least 24 months of our membership fees on this.

  

  Business response

  09/07/2022

  BBB ID ********
  ********************** Response

  The plan member contacted ARAG on August 9, 2022, regarding coverage for a dispute with a car dealership regarding a used car he purchased.The plan member resides in a small town in which there are no ARAG network attorneys. When there are no network attorneys located near the plan member,ARAG will assist in trying to locate a network attorney. ARAG does have some attorneys on its network who are located in larger cities and are approximately 60 miles to 100 miles from the plan member. In instances where there are no network attorneys nearby, ARAG will contact local attorneys who are not on the network and try to arrange for them to provide covered services to the plan member. The process of assisting the plan member in locating an attorney can take around 20 to 30 days.

  The plan member contacted ARAG ************* on September ******, indicating he wanted to cancel his legal plan and receive a refund.

  Per the plan members conversation with *************, ********************** has canceled the plan members legal plan effective September 7, 2022, and he is entitled to a pro rata refund of his premium payment for September in the amount of $13.00 which ARAG is in the process of refunding.

  Since there are no network attorneys located near the plan member and the plan member is dissatisfied with the legal plan, ARAG agrees to reimburse the plan member for all premiums he has paid for his legal plan. ARAG will send the plan member a release and upon receipt of the executed release,ARAG will issue payment to the plan member in the amount of $1,157.00 for the remaining premiums paid to-date ($1,170.00 total premiums paid - $13.00 September premium refunded = $1,157.00).

  Customer response

  09/08/2022

   
  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

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For several months our family has been trying to locate an attorney under this legal plan and getting no assistance at all from their customer service department my member number is ************************* MEMBER # ****-7633-9666, the issue is 100 percent covered in full under the plan. We contacted every plan attorney in network in Northern ********** and none would assist only 4 email back and one made a phone call to inquire more. We never heard from him again. Another put an inquiry that he was interested then with **** his assistance before starting.In the past if there are issues locating an attorney to take in issue ARAG customer services calls attorneys calls attorneys then on the phone to find one that is will to assist and advises who it is, and if there are more than one who they are.

  

  Business response

  08/26/2022

  The plan member did not identify the legal matter in his complaint submitted to the BBB, but ARAG assumes it is the matter regarding a dispute with a residential restoration services contractor.  
  The plan member initially contacted ARAG on April 19, 2022,regarding coverage to file an action as a plaintiff against a residential contractor. Coverage was confirmed. The plan member received services from a network attorney in June 2022, and the attorney submitted a claim to ARAG for services rendered, which was paid.
  According to our file, the plan member contacted ARAG on August 9, 2022, regarding coverage for defending an action against him by a contractor. This dispute involved the same residential contractor. Coverage was confirmed. The network attorney who assisted the plan member in June 2022,contacted ARAG on August 11, 2022, stating he would not work with the plan member. On August 16, 2022, the plan member contacted ARAG stating he was not able to connect with a network attorney. ARAG informed the plan member we will assist in locating an attorney to handle his legal matter, but it can take up to 20 business days to locate an attorney. ARAG is currently in the process of locating an attorney who is willing to accept the plan members legal matter. 

  Customer response

  08/30/2022

   
  Complaint: 17723836
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Both your network attorneys refused to do a consultation and cancelled. The last after having your legal referral for approximately 20 working days calling attorneys on the phone. They have not been retained and refused to even discuss the issue over the phone. This is purposely reporting false information to members of ARAG and the *** and you as a company should be completely ashamed of yourself for being such dishonest people. I know that whoever answered the complaint was probably a manager or one of your directors working at ARAG.  Your referral team took 20 working days and as soon as contact this is the response. The response that your network attorney responded and assisted is a bold a** lie. A complete untruth. It it could not be further from the truth. And I hope everyone of your policy holders reads this response and everyone who is considering every purchasing your legal protection insurance plans, read and choose a plan that actually provides legal services to their policyholders when it is needed. I am sure another legal insurance company can and would be able to provide services when you cannot. 

  

  Business response

  09/08/2022

  BBB Complaint ID #********

  
  ARAG Response to PMs Rebuttal
  
  As previously stated, the plan member initially contacted ARAG on April 19, 2022, regarding coverage to file an action as a plaintiff against a residential contractor. Coverage was confirmed. The plan member received services from a network attorney in June 2022, and the attorney submitted a claim to ARAG for services rendered, which was paid. Since there was no further activity, the file was closed July 1, 2022.

  The plan member next contacted ARAG on August 9, 2022,regarding coverage for defending an action against him by a contractor. This dispute involved the same residential contractor. Coverage was confirmed. ARAG contacted 12 network attorneys. ARAG cannot force a network attorney to accept a case; there are times when the attorney will not accept a case due to a heavy workload, the attorney doesnt think the case has merit, etc.

  One of the network attorneys ARAG contacted was the same network attorney who assisted the plan member in June 2022. This attorney indicated he was interested in assisting the plan member. A CaseAssistwas sent to the plan member on August 9, 2022, listing this same network attorneys contact information. On August 11, 2022, this network attorney contacted ARAG stating he would not, in fact, work with the plan member.

  ARAG continued its efforts to locate a network attorney to assist the plan member. ARAG located a network attorney but after reviewing the matter the network attorney felt he was not experienced enough in the area of law needed by the plan member. On August 29, 2022, ARAG located a network attorney who indicated he was interested in assisting the plan member. In speaking with this attorneys office on September 8, 2022, ARAG was informed the plan member contacted the network attorney on September 7, 2022, stating he wishes to retain the attorneys services.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 6, 2022 ARAG confirmed my coverage with them to get the assistance of an attorney to file my objection to the more than $150,00 increase in the taxable value of my home by Berkeley County, **.It has been more than two months and ARAG has still not found an attorney to help me. They keep telling me they are working hard to find someone. In my last conversation I was asked to wait until Monday, Aug 8 for their next reply. I have heard nothing.I now have two weeks to file my objection with Berkeley County.I would like ARAG to agree to pay full fees for the four hours of my coverage for an out of network attorney who has expertise in this area to help me prepare my objection so I can submit it by Monday, Aug 15.

  

  Business response

  08/19/2022

  BBB #********
  ARAG Response

  On August 11, 2022, ARAG informed the plan member we had located a network attorney he could meet with regarding his property tax matter prior to the August 24, 2022, deadline the plan member had mentioned. The plan member met with the attorney on August 17, 2022. The attorney advised the plan member to obtain an assessment on his home which, in turn, would determine whether the plan member should proceed with filing an objection with the county assessor. The plan member said he will call the network attorney after obtaining an assessment on his home.  

  Customer response

  08/19/2022

   
  Complaint: 17692487
  
  I am rejecting this response because:

  ARAG's response doesn't address their inadequate service and the last minute time crunch they have put me in as a result.
  1) The deadline to file my objection is August 25, 2022. I need more time than they have provided to address the attorney's recommendations before I can file.Getting an attorney's advice at this last minute date does not give me adequate time to research and file my objection in an adequately thorough manner.
  2) The attorney ARAG located for me on Aug. 11 is the same attorney they referred me to in June. ARAG's policy is to give me the attorney's contact information and have me contact the attorney. At that time this attorney did not accept my case. I then asked ARAG to help me find an attorney who would accept my case. Whatever they did to get this attorney to accept the case on Aug. 11 could have been done in June, but they failed to do it then or in the interval when I repeatedly asked for help. They unnecessarily kept me waiting for two months.
  3) The County has informed me they consider objections on a first come first served basis, and said I should have submitted my objection as soon as possible rather than at the last minute. They informed me I will have to pay the currently assessed taxes even if my objection is eventually accepted because they will not have time to complete the process before the taxes have to be paid. I have been begging ARAG to help me in a timely manner for two months to no avail.
  4) ARAG should acknowledge their failure to provide me with timely service,apologize to me for that failure, and provide me with additional substantive assistance to show their good faith. In my opinion they should pay the cost of my property assessment. Even if an assessor can come next week the assessment won't be available for weeks.
  
  Sincerely,
  
  *************************

  

  Business response

  08/31/2022

  BBB ID #********
  *********************** RESPONSE TO PMS REBUTTAL

  This particular plan member contacted ARAG on June 6, 2022, regarding coverage for fighting a property tax increase.A CaseAssistwas sent to the plan member confirming coverage and listed one network attorney to help the member get started in his search for locating and retaining a network attorney. It is the plan members responsibility to contact and retain an attorney. If a plan member is having difficulty in locating a network attorney, they can contact ARAG for assistance.
  
  The plan member contacted ARAG one month later, on July 7,2022, requesting assistance in locating a network attorney. On July 18, 2022,the plan member was informed ARAG was still trying to locate an attorney to assist with his legal matter, but it could take around three weeks to go through ARAGs internal process of locating an attorney. The plan member was informed on July 28, 2022, that ARAG was still searching for an attorney. On August 3,2022, the plan member mentioned a deadline of August 24, 2022, to file an appeal with the assessor. On August 9, 2022, the plan member notified ARAG he had a deadline of August 15, 2022, to file an objection. On August 11, 2022, the plan member was informed he could contact local attorneys and provide the names to ARAG so we could arrange for a non-network attorney to provide the covered legal services to the plan member. However, our records indicate the plan member stated he would not call attorneys himself and stated this was ARAGs responsibility.

  On August 11, 2022, ARAG informed the plan member we had located a network attorney, who happened to be the network attorney listed on the CaseAssist. The plan member met with the attorney on August 17, 2022. On August 22, 2022, ARAG received an email from the network attorney stating he had met with the plan member, provided the member with information and that the plan member was going to get back in touch with him.

  In his rebuttal filed with the BBB on August 19, 2022, the plan member states, ARAGs policy is to give me the attorneys contact information and have me contact the attorney. At that time, this attorney did not accept my case. ARAG cannot force a network attorney to accept a case;there are times when the attorney will not accept a case due to a heavy workload, the attorney doesnt think the case has merit, etc.

  ARAG understands there may be instances where the plan member has trouble locating a network attorney and needs additional assistance in connecting with a network attorney. ARAG will gladly assist the plan member,but on occasion, it takes time to locate an attorney who is able to accept the case. In this particular case, the CaseAssist was sent to the plan member on June 6, 2022, yet it was one month later when he contacted ARAG stating he needed assistance in locating an attorney. In addition, our records indicate it wasnt until early August 2022 when the plan member first mentioned he had upcoming deadlines to respond to the county assessor.

  It is ARAGs understanding the plan member is currently working with a network attorney on his legal matter. While the plan member has coverage for network attorney fees pursuant to the terms of his legal plan, the plan does not cover expenses incurred in pursuing the legal matter. Thus, ARAG cannot pay the cost for the plan member to obtain a property assessment.

  

  Business response

  08/31/2022

  BBB ID #********
  *********************** RESPONSE TO PMS REBUTTAL

  This particular plan member contacted ARAG on June 6, 2022, regarding coverage for fighting a property tax increase. A CaseAssist was sent to the plan member confirming coverage and listed one network attorney to help the member get started in his search for locating and retaining a network attorney. It is the plan members responsibility to contact and retain an attorney. If a plan member is having difficulty in locating a network attorney, they can contact ARAG for assistance.
  
  The plan member contacted ARAG one month later, on July 7, 2022, requesting assistance in locating a network attorney. On July 18, 2022, the plan member was informed ARAG was still trying to locate an attorney to assist with his legal matter, but it could take around three weeks to go through ARAGs internal process of locating an attorney. The plan member was informed on July 28, 2022, that ARAG was still searching for an attorney. On August 3, 2022, the plan member mentioned a deadline of August 24, 2022, to file an appeal with the assessor. On August 9, 2022, the plan member notified ARAG he had a deadline of August 15, 2022, to file an objection. On August 11, 2022, the plan member was informed he could contact local attorneys and provide the names to ARAG so we could arrange for a non-network attorney to provide the covered legal services to the plan member. However, our records indicate the plan member stated he would not call attorneys himself and stated this was ARAGs responsibility.

  On August 11, 2022, ARAG informed the plan member we had located a network attorney, who happened to be the network attorney listed on the CaseAssist. The plan member met with the attorney on August 17, 2022. On August 22, 2022, ARAG received an email from the network attorney stating he had met with the plan member, provided the member with information and that the plan member was going to get back in touch with him.

  In his rebuttal filed with the BBB on August 19, 2022, the plan member states, ARAGs policy is to give me the attorneys contact information and have me contact the attorney. At that time, this attorney did not accept my case. ARAG cannot force a network attorney to accept a case; there are times when the attorney will not accept a case due to a heavy workload, the attorney doesnt think the case has merit, etc.

  ARAG understands there may be instances where the plan member has trouble locating a network attorney and needs additional assistance in connecting with a network attorney. ARAG will gladly assist the plan member, but on occasion, it takes time to locate an attorney who is able to accept the case. In this particular case, the CaseAssist was sent to the plan member on June 6, 2022, yet it was one month later when he contacted ARAG stating he needed assistance in locating an attorney. In addition, our records indicate it wasnt until early August 2022 when the plan member first mentioned he had upcoming deadlines to respond to the county assessor.

  It is ARAGs understanding the plan member is currently working with a network attorney on his legal matter. While the plan member has coverage for network attorney fees pursuant to the terms of his legal plan, the plan does not cover expenses incurred in pursuing the legal matter. Thus, ARAG cannot pay the cost for the plan member to obtain a property assessment.

*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. ↩