FAQs

We understand that navigating through insurance policies and legal matters can sometimes raise queries. Our FAQs aim to address common questions we encounter, providing clarity and guidance on various aspects of our services and policies. Explore this section to find succinct answers and insights.

Our claims process is streamlined by having different options for each policy you hold with us. All of our claims procedures are outlined on our claims page.

Here at Lexelle, we endeavor to make your experience with us a great one, but if you are not happy with our service please follow the instructions on the complaints page.

If you would like to make an amendment to your policy, please contact the broker or organisation who sold the policy to you. Their contact details are provided in your policy documentation.
If you would like to cancel your policy, please contact the broker or organisation who sold the policy to you. Their contact details are provided in your policy documentation.
If you need to make Lexelle aware of any special requirements or adaptations when we are communicating please let us know by calling 0114 350 5104 or emailing assist@lexelle.com.

If your Lexelle policy includes the free legal advice service it is available for you to use 24/7, 365 days a year. The helpline provides free legal advice for your personal legal issues, it is not intended to replace the services of a solicitor, but rather to assist you to identify the legal issues at hand, consider their legal rights and what courses of action are available to you and whether you need to consult a solicitor.

The free legal advice service can be contacted on 0333 400 8217.

The free legal advice helpline will provide general advice only and cannot assist with complex legal matters which may require reviewing documents or specific legislation.

The free legal advice cannot assist with matters that would fall outside of the following jurisdictions: England & Wales, Scotland or Northern Ireland.

It is a requirement in nearly all legal expenses insurance policies that a claim must have a reasonable prospect of success. This means that any proposed legal action for a policyholder must have a 51% or more chance of winning and redress to be met.
It is a condition in nearly all legal expenses insurance policies that a claim must be proportionate to pursue. This means the policy won’t help where the legal costs of pursuing the claim are expected to exceed or outweigh the amount/value in dispute.