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: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. 

• Initial Complaint

  Date:01/09/2025

  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.

  I was misled by their agent to get coverage and when I contacted them to receive the benefits as promised, it was denied.

  

  Business Response

  Date: 01/24/2025

  After reviewing the phone call between Complainant and ARAG in December 2024, it has been determined that the Complainant was informed by ARAG ************* that the legal matter initiated in 2024 would be a pre-existing matter when the benefit began on January 1, 2025. The benefit available for a pre-existing matter is reduced fee benefit only, where a plan member is eligible to work with a network attorney and receive a reduced fee that will be at least 25% off the attorneys normal rate.Payment of attorney fees for the reduced fee benefit is handled directly between the plan member and the network attorney.
  

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22789988
  
  I am rejecting this response because: I was told something entirely different. I would like to be provided with the call from 2024 that I was advise that my case would be a pre-existing matter when the benefit began on January 1, 2025. Please provide that call to me and the BBB for clarification.
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced. We have thoroughly investigated the issue you raised regarding your coverage. Our findings indicate that the matter for which you are seeking coverage pre-existed the effective date of your policy and therefore is not covered, as stated in your policy.

  
  We have reviewed your conversations with ARAG representatives. The first recorded phone conversation, dated December 27, 2024, occurred before you became a plan member but after you enrolled in the plan. Our records indicate your open enrollment period was October 16, 2024 through October 30, 2024. During the December ******* phone call, our representative provided an explanation of your plan and benefits that would begin in the new year. The second recorded phone conversation, dated January 8, 2025, took place after you became a plan member.During this call, our representatives explicitly explain that your matter is considered pre-existing. This determination is based on the information provided during the call and the terms of your plan, which were discussed in detail.

  
  If you have any questions or need additional information, do not hesitate to contact us.

  

  Business Response

  Date: 02/17/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced. We have thoroughly investigated the issue you raised regarding your coverage. Our findings indicate that the matter for which you are seeking coverage pre-existed the effective date of your policy and therefore is not covered, as stated in your policy.
  
  
  We have reviewed your conversations with ARAG representatives. The first recorded phone conversation, dated December 27, 2024, occurred before you became a plan member but after you enrolled in the plan. Our records indicate your open enrollment period was October 16, 2024 through October 30, 2024. During the December 27, 2025 phone call, our representative provided an explanation of your plan and benefits that would begin in the new year. The second recorded phone conversation, dated January 8, 2025, took place after you became a plan member. During this call, our representatives explicitly explain that your matter is considered pre-existing. This determination is based on the information provided during the call and the terms of your plan, which were discussed in detail.
  
  
  If you have any questions or need additional information, do not hesitate to contact us.

• Initial Complaint

  Date:01/03/2025

  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.

  I contacted ARAG in November of 2024 and case *********** was created. Since then I have received no legal services. Only emails from ARAG's representative Ms. ********* saying "I have exhausted all avenues in my search, if you do speak with an attorney who has interest in your legal matter and accepts payment from a third-party, please provide me with the contact information ". That is not the service I was promised.

  

  Business Response

  Date: 01/13/2025

  In an attempt to provide resolution for the complainant's legal matter, ARAG asked a local network attorney to provide a consultation. If complainant has any additional concerns about available coverage, they may contact our **************** team. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22762413
  
  I am rejecting this response because: the attorney ARAG had reach out to me was only available for a phone consultation for which ARAG paid him the ridiculously underwhelming sum of just $25. He clearly stated that he would not help with any court related assistance. Again, this is not the level of service I was promised from ARAG. Perhaps if ARAG would pay attorneys a reasonable amounts for their services then they would be able to find an attorney willing to work with me.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/15/2025

  The case coordination team at ARAG has been in contact with the complainant and is working to locate an attorney to provide services.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22762413
  
  I am rejecting this response because: I reached out to ARAG to provide me with an attorney to take up this case, not a one time consultation with a semi-retired attorney who made a suggestion but clearly stated wants no deeper involvement. A one time phone consultations is something most attorneys will provide for free and therefore is not the expectation when paying for ARAG coverage. Also what assurances do I have that contacting ARAGs customer service again will change their already stated position on this matter that they have exhausted all avenues in their search for an attorney?
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/17/2025

  Complaint: 22762413
  
  I am rejecting this response because: I reached out to ARAG to provide me with an attorney to take up this case, not a one time consultation with a semi-retired attorney who made a suggestion but clearly stated wants no deeper involvement. A one time phone consultations is something most attorneys will provide for free and therefore is not the expectation when paying for ARAG coverage. Also what assurances do I have that contacting ARAGs customer service again will change their already stated position on this matter that they have exhausted all avenues in their search for an attorney?
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/24/2025

  After a thorough search of the complainants location, ARAG recognizes there is no attorney able to provide services. ARAG proposes providing complainant with $1,000 in recognition of the difficulty experienced by the complainant and in lieu of providing legal services.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22762413
  
  I am rejecting this response because while I appreciate ARAG's gesture the fact is legal work is VERY expensive which is why I am enrolled with ARAG. In my experience lawyers charge anywhere between $300 to $350 per hour. At those rates sadly $1000 isn't going to be sufficient for a case that very well could require fighting with an insurance company, and they are infamous for using lawyers to protect their own interests. There are a large number of lawyers in my area so I am very confused as to why this is proving to be so challenging for ARAG to fulfill their obligations. Thank you.
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 01/28/2025

  Complaint: 22762413
  
  I am rejecting this response because while I appreciate ARAG's gesture the fact is legal work is VERY expensive which is why I am enrolled with ARAG. In my experience lawyers charge anywhere between $300 to $350 per hour. At those rates sadly $1000 isn't going to be sufficient for a case that very well could require fighting with an insurance company, and they are infamous for using lawyers to protect their own interests. There are a large number of lawyers in my area so I am very confused as to why this is proving to be so challenging for ARAG to fulfill their obligations. Thank you.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 01/29/2025

  ARAG has offered $1,000 in recognition of the difficulty you have had in finding an attorney to provide legal services. Due to the amount in dispute, the legal matter brought to ARAG is a small claims matter. The benefit available through ARAG includes attorney fees, such as attorney advice and assistance in navigating the small claims process, however, the benefit does not include trial representation. ARAG has contacted all the network attorneys available in a 60-mile distance from your residence and none of the attorneys contacted agreed to take your case. You have the option of retaining an attorney of your choice, pay them directly and submit a claim for indemnity benefits of partial reimbursement, however that benefit is capped at an amount lower than $1,000. By accepting our offer of $1,000, you are not obligated to take legal action, you can use that amount as you see fit. If you want to take legal action you can, alternately, you can decide to use the funds to supplement the amount the insurance carrier has offered you for your claim. 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22762413
  
  I am rejecting this response because I have questions and I'm also confused about some items in their response but it's my hope ARAG can clarify it. I cannot confirm that the $1000 offer from ARAG is only for recognition of the difficulty had in finding an attorney because it came with a docusign they emailed me a link to that has already been cancelled. I'm confused by ARAGs assertion that the [ARAG] benefit does not include trial representation. The video on their website outlining What is Legal Insurancesays ARAG will help you find an attorney to even represent you in court. I dont expect this issue to go that far but I felt it was worth pointing that out because I feel that what is promoted on ARAGs website is at odds with what they are saying here. Lastly, I contacted my companys benefit center and she and I both attempted to use ARAGs website to locate a local attorney in regards to the auto insurance case. We used ARAGs website and it was only able to locate two results. I called both attorneys and they each said that they did not work in this particular field of law. So to say none of the attorneys contacted agreed to take your case I feel may be a bit misleading.Lastly, I attempted to get clarification regarding this indemnity benefits mentioned but the only thing I could find was a general definition that read You can use an attorney outside the ARAG network and pay the attorney fees and be reimbursed up to the scheduled amount, indicated in your plan. I logged into my account but could not find a more detailed outline for this anywhere. Please direct me where to find it so I can make a more informed decision and if its found to be as presented in ARAGs response then I will be willing to consider their $1,000 proposal if it is, as presented here, a good faith offer in recognition of the difficulty encountered and has no additional conditions attached. Thanks for your patience working with me in this matter and I look forward to hearing from you.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/06/2024

  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 became a member or ARAG in October of 2022. I have requested assistance for 5 legal issues since becoming a member.I have NEVER ONCE received legal assistance when I request it. -They make excuses about availability, telling me there's no network attorneys for me.-They tell me to go and solicit my own attorney and try to beg them to work with ARAG for billing (no attorneys outside the ARAG network want to work with ARAG, in my experience. They just laugh and decline)-Customer care teams refuse to escalate my concerns to management, and just wait for me to give up and forget about getting help. I have had to go and find my own lawyers and pay them out of pocket because ARAG will not support me or provide me any means of resolution. I have documentation to prove my claims.

  

  Business Response

  Date: 12/10/2024

  ARAG has been contacted by the complainant's employer, who has agreed to permit the complainant to cancel their membership in the legal plan and refund premium paid.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22645954
  
  I am rejecting this response because:

  The business did nothing to address my concerns or remedy their breach of contract violation.  My employer attempting to collect the funds stolen from me by ARAG does not release them in any way.  

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