We believe that ARAG Legal Services is a fast, simple and effective process. If you are looking for help when using the website, we have the following list of frequently asked questions that should answer most of the queries you may have.

  1. General information

    1. What makes these services different from other online legal services?
    2. What is the difference between a "document" and a "document pack"?
    3. How do I find a document creation service?
    4. How are documents created?
    5. I cannot find the document I need to create
    6. Can I create documents in Microsoft Word and forward them to the legal team for review?
    7. Can I reuse my documents?
  2. Using the service

    1. Which web browser do I need?
    2. Why doesn't the document open in my browser?
    3. How can I see which documents I've tried for free, and which ones I've bought?
    4. How do I track the progress or status of any document I have sent to a solicitor firm?
    5. What happens when my document is returned from my solicitor?
    6. How do I print my document?
    7. I don't understand what a question means or is referring to
    8. What is Rapidocs®?
    9. My Account, My Services, My Documents - I'm confused!
    10. What is the difference between "Self Service" and "Solicitor Managed Service"?
  3. Payment and refunds

    1. How do I pay?
    2. How do I get a refund?
    3. How does the refund process work?
    4. Can I obtain a VAT invoice?
  4. Contacts and complaints

    1. How do I contact you?
    2. I'd like to speak to someone about these services before I proceed, is this possible?
    3. What is your complaints procedure?

General information

What makes these services different from other online legal services?

Most online legal services provide you with an 'off-the-shelf' legal document that will be relatively inflexible to your particular circumstances. Our services will provide you with legal documents tailored to your specific circumstances.

Our service is driven by our groundbreaking technology, Rapidocs®, which prompts you to give us the information we need to create your document. No technical hurdles, no legal jargon - just straightforward questions with beautifully presented, clear explanations.

What is the difference between a "document" and a "document pack"?

A document will give you just that - one legal document or letter and an associated solicitor review depending on the service level you purchased for the document.

A document pack contains a number of related documents that are sold together, for example, a divorce pack, identity theft recovery pack or complaint letters pack. The pack may contain a number of instances of legal review which can be used for certain documents as detailed in the pack or product description.

How do I find a document creation service?

There are several ways to search for our services on the website:

How are documents created?

Most other online legal services provide you with 'off-the-shelf' or 'flat form' legal documents that will be relatively inflexible to your particular circumstances. Our documents ask you a series of easy-to-answer questions, each with helpful explanations and often, examples. Based on your responses, our system drafts and tailors the required clauses to create a document suitable for your circumstances.

Each document has comprehensive, yet easy to understand guidance notes providing an overview of the document, things you need to consider like the jurisdiction of the document and signing and witnessing the document, together with explanations of any terms you may not understand.

All our documents and letters are created by top solicitors and barristers and are constantly reviewed and updated as the law changes, giving you the peace of mind that comes with knowing that your document is of the highest quality and legally sound.

I cannot find the document I need to create

If you are unable to find the document you are looking for, please contact our customer services team who will be able to advise whether the document is currently available on the site. If not, it might be a document that we are shortly planning to release to the site.

Can I create documents in Microsoft Word and forward them to the legal team for review?

Unfortunately the legal team are unable to receive documents for review that have not been completed and returned for checking in Rapidocs® format. Exchanging information in this format allows us to offer you affordable, high quality legal services online.

To send a document you are creating using Rapidocs® to the legal team, select 'Send for legal review' from the website. This will only be available if you purchased the document with the legal review service.

Can I reuse my documents?

Free documents, that are provided as part of your ARAG insurance policy, can be used as many times as you like.

Unfortunately you will only be able to use a purchased document once but you can make as many copies of it as you need; however, if you purchased a pack of documents or letters, you may be able to use certain documents more than once and this will be made clear in the document or pack description at the time of purchase.

Using the service

Which web browser do I need?

The website is designed to work in all current versions of Internet Explorer, Mozilla Firefox, Chrome and Safari. If you do experience any technical difficulties, please don't hesitate to contact our customer service team.

Why doesn't the document open in my browser?

This may be because of a security setting in your web browser. If you still experience difficulty, please send a note explaining the problem to the technical support email address available on the Contact Us page and we will do everything in our power to assist you.

How can I see which documents I've tried for free, and which ones I've bought?

When logged in, click on the "My Services" link, followed by "My Documents".

From this screen you are able to see any documents you have previously tried but not yet purchased. They will be stored in the "Free trials" folder.

After opening the folder by clicking on "Free trials" you will be presented with a list of all of the documents you have tried for free. From this screen you have the ability to purchase any document, after which it will automatically be moved to "In progress" on the Summary page.

If you wish to start documents that you have purchased, simply go to the "My Templates" folder and select "Start". Note that once you have started a document, it will automatically be moved to your "My Documents" folder.

How do I track the progress or status of any document I have sent to a solicitor firm?

Click on the "My Services" link when logged in. Here you can track the progress of any service - whether it's not yet started, in progress or complete.

What happens when my document is returned from my solicitor?

You will receive an email from ARAG Legal Services which includes the comments from the lawyer who reviewed your document, and which instructs you to log back onto the website to retrieve your document. Remember, if your document has been approved it will be in the "Approved" folder, else the "All documents" folder.

How do I print my document?

Once you have logged into the website, visit the "My Documents" section of the website and open the folder containing the document. Displayed on the right hand side should be all the documents contained within the folder you have opened. Click on "Show options" and select "Print preview". This will open the document as a PDF file which you can either save or print.

I don't understand what a question means or is referring to

Next to each question is a small '?' (question mark) icon that you can click on. A small pop-up window appears containing an explanation of the question and often providing an example. You can hide this explanation by again clicking once on the icon.

What is Rapidocs®?

Rapidocs® is our intelligent document automation technology which works by asking you a series of easy-to-answer questions. Based on your answers to these questions, your document is tailored to your circumstances.

Each question is accompanied by explanatory notes designed to provide you with the information needed to answer the question correctly. Further guidance and legal information are available in the accompanying, comprehensive user notes.

My Account, My Services, My Documents - I'm confused!

What is the difference between "Self Service" and "Solicitor Managed Service"?

Each service you choose has a service level associated with it. The table below outlines what each of these entails:

Self-Service Solicitor Managed Service
Draft your document instantly by answering a series of easy-to-answer questions Yes Yes
Helpful explanation and guidance notes Yes Yes
Store, manage, track and print your document online Yes Yes
Securely send your documents to MyLawyer Solicitors LLP for advice and review Yes
Have your personal lawyer review your document and make any necessary bespoke changes Yes
Notification that your document is ready for printing and signing Yes Yes

Note: You will only be able to complete the free documents, provided as part of your ARAG insurance policy, as Self-Service. If you require a review for the document, this must be purchased separately with a product containing the Solicitor Managed Service level.

Payment and refunds

How do I pay?

We accept all major debit and credit cards, and payment is made via our secure payment server.

How do I get a refund?

If you have purchased a document on ARAG Legal Services, it comes with a money-back guarantee. If you are not happy with the document you have purchased, you may write to us for a refund within 14 days of the date you purchased it, providing the document has not been finally approved by a lawyer.

For detail of how to contact us, please see our contact us page.

How does the refund process work?

If you are entitled to a refund, the full purchase price paid for a document or pack will be refunded back to the credit/debit card you used to make the original payment.

Can I obtain a VAT invoice?

A VAT invoice will be sent to you by email for every document or pack purchased. If you have not received this, please contact our customer services team who will happily resend this to you.

Contacts and complaints

How do I contact you?

Just select the contact us link that appears on most pages of the website.

I'd like to speak to someone about these services before I proceed, is this possible?

Absolutely. Just click on contact us.

What is your complaints procedure?

To view our complaints procedure click here.