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LegalShield is committed to bringing equal access to justice for all. As one of our valued members, LegalShield will strive to make your experience as pleasant as possible and ensure you receive all the benefits you are entitled to with your LegalShield membership. We expect you will be a participant in your legal matter throughout the entire process. Please submit all information, document or details in a timely fashion to allow your attorneys to better help you.
Legal matters - consultation/advice
- A lawyer will call you back within 8 Business Hours or the staff will offer a phone appointment when needed.
- If your law firm does not reach you on the 1st attempt, a 2nd and 3rd attempt will be made.
- If your law firm cannot reach you via phone within 3 attempts in no more than 3 Business Days, your law firm will use another method of communication to let you know they are trying to contact you.
Legal matters – Time-sensitive need/response
- If you have a legal matter requiring immediate review due to a deadline, hearing date or required response, your call will be transferred directly to a lawyer or your lawyer will call you back within 1 Business Hour or the lawyer’s staff will offer a phone appointment when needed.
- If you have a legal matter requiring immediate review due to a pending deadline, hearing date or response, and your law firm does not reach you on the 1st attempt, a 2nd and 3rd attempt will be made.
- If your law firm cannot reach you regarding your call requiring an immediate review due to a pending deadline, hearing date or response, your law firm will use another method of communication to let you know they are trying to contact you after all 3 call attempts have been made.
Legal matters – Emergency situation
- 24/7 emergency access to a LegalShield attorney through a dedicated phone line is available when you encounter a covered emergency situation such as:
- If you're arrested or detained
- If you're seriously injured in an auto accident
- If you're served a criminal warrant
- If the state attempts to take your child(ren)
Document review/Letters prepared
- When you submit a document for review, your lawyer will review the document within 3 Business Days.
- If you need a Letter Prepared, it will be completed within 3 Business Days after all necessary documents to draft the letter are received.
- If you committed to sending documents to your law firm for review, and they are not received, your law firm will send you a follow-up communication as a reminder within 5 Business Days.
Will preparation
Once all your information is provided to your law firm for your Will Questionnaire, an initial draft of your Will will be prepared by your lawyer within 10 Business Days.
Moving traffic violations
If you submit a traffic ticket via the LegalShield mobile app, a lawyer will call you back within 8 Business Hours.
- If your law firm does not reach you on the 1st attempt, a 2nd and 3rd attempt will be made.
- If your law firm cannot reach you via phone within 3 attempts in no more than 3 Business Days, your law firm will use another method of communication to let you know they are trying to contact you.
Referral to a lawyer outside your law firm
- If your law firm must make a referral to a lawyer outside your law firm, the assignment will be made within 3 Business Days for all general matters other than those needing immediate review and within 8 Business Hours for matters needing immediate review.
Questions about benefits
If you have a question about how your legal matter is covered under your contract, a benefits determination will be made by your law firm, and you will be contacted within 3 business days. The urgency of a legal matter will be determined by the lawyer’s professional discretion.
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