Legal Cover Confirmed, Then Withdrawn Without Justification: Services Not Rendered

I am lodging this complaint to formally record my experience with Clientèle Legal, which reflects a serious failure to render services paid for under a legal insurance policy, together with poor communication, inconsistent information, and conduct that has caused material prejudice.

This complaint arises from a prolonged pattern of unprofessional handling rather than a single incident. I have had to raise concerns on four, if not five, separate occasions regarding the same matter, which in itself indicates a systemic problem in how my claim was managed.

From the outset, I was required to spend extended periods on calls with different consultants repeatedly explaining the same facts and background. Despite having submitted all requested information and documentation, I was continually asked the same questions, suggesting a lack of proper record-keeping and internal handover.

After being instructed to open a new profile, I comp**** and provided all information and supporting documents requested. I was subsequently informed that my matter was covered under the policy, that the waiting period had not been breached, and that Clientèle Legal was in the process of appointing an attorney to represent me. These assurances were given after full disclosure of the facts.

On 29 January 2026, I received two calls from different consultants. During the first call, I was again asked questions that had already been answered. Later that same morning, at approximately 09:30, I received a second call informing me that my claim was now being rejected. This directly contradicted the earlier confirmation that legal representation was being arranged. When I questioned this contradiction, the consultant admitted uncer*****y about what her colleague had communicated but maintained that the claim was rejected.

The timing of this repudiation was particularly prejudicial. The decision was communicated at a very late stage, after prior confirmation of cover and representation, which severely undermined my ability to plan and proceed effectively. This approach reflects a lack of fairness and good faith in claims handling.

The reasons later provided for rejecting the claim are equally concerning. Clientèle Legal re**** on policy clauses relating to alleged lack of reasonable prospects of success and waiting-period exclusions. However, no written legal assessment, reasoned explanation, or factual analysis was provided to support these conclusions.

I provided all evidence Clientèle Legal advised would weaken my case if not available. I further explained that the alleged issue relates to a Delegation of Authority policy that was newly introduced, never shared with me, never workshopped internally as other policies had been, and never formally communicated to employees. I also submitted the Service Level Agreement, a memorandum and purchase order signed by the CEO, and confirmation that my signature does not appear on any new agreement. Instead, my signature appears only on restructuring documentation relating to payment timelines that fall within the statutory 30-day payment period mandated for public entities.

There is no indication that this evidence was meaningfully considered before the claim was rejected.

In summary, Clientèle Legal: • Accepted premiums for legal cover but failed to render the promised service when required. • Provided contradictory and misleading information regarding cover and representation. • Demonstrated poor internal communication and record-keeping. • Repudiated a claim at a critical stage without transparent or substantiated reasoning. • Failed to act with fairness, consistency, and good faith.

This experience has caused unnecessary stress and has significantly undermined my trust in Clientèle Legal’s ability to administer claims responsibly. I am sharing this experience to ensure transparency and to caution others who may rely on this service for legal protection.