Home customer help

More and more customers are making changes themselves quickly and easily online.

Need to update your Direct Debit details? No problem. Updating the number of people that live at your address? Sure. Managing your policy online is simple and there’s no charge.

• If you’re new to all this, let’s help set up your account
• Already registered your online account? Log in to LV=

What changes can I make myself online?

1. Update the number of people living at the address
2. Make a missed payment
3. Update your Direct Debit payment details
4. Amend your excess
5. Update the number of bedrooms or bathrooms at the property
6. Let us know if you’re having any building work
7. Tell us about any changes to your home security
8. Let us know if you have any contents in storage
9. Update ‘occupancy’ (i.e. is the property vacant, occupied permanently or only at weekends?)
10. Change the property’s ownership or mortgage details

Need to call us?

If you need a hand making any other changes to your policy or personal details, like changing your address or updating your contents limit, just ask.

Speak to our friendly people on 0330 678 5111

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls may be recorded

Update your marketing preferences 

Change marketing preferences

Once you’ve registered your account, you can log in to view policy information and even make some changes yourself!

Need to update your Direct Debit details? No problem. Updating the number of people that live at your address? Sure. Managing your policy online is simple and there’s no charge.

• If you’re new to all this, let’s help set up your account
• Already registered your online account? Log in to LV=

What changes can I make myself online?

1. Update the number of people living at the address
2. Make a missed payment
3. Update your Direct Debit payment details
4. Amend your excess
5. Update the number of bedrooms or bathrooms at the property
6. Let us know if you’re having any building work
7. Tell us about any changes to your home security
8. Let us know if you have any contents in storage
9. Update ‘occupancy’ (i.e. is the property vacant, occupied permanently or only at weekends?)
10. Change the property’s ownership or mortgage details

Can't find your documents?

If you receive your documents by email, they will have come from [email protected]

While we update our systems for the next few months, you won't be able to view your policy documents in your online account. Sorry for the inconvenience. If you need to request your documents again, please visit our home live chat page.

More about LV = home insurance

To cancel your home insurance policy, give us a call: 0330 678 5111 

Before the start date:

• You can cancel any time before your start date without charge.

In the first 14 days of your cover (cooling-off period):

• You have 14 days from the start of your insurance to decide if you’re happy with the policy.
• If you cancel within these 14 days, we’ll refund any money you’ve paid, minus a charge for the time you’ve been covered, even if you’ve made a claim.

After 14 days of cover:

• You can still cancel your insurance but there’s a £25 cancellation fee.
• We’ll refund any money you’ve paid, minus a charge for the time you’ve been covered.
• If you’ve made a claim, you won’t get a refund and if you pay monthly, you’ll need to pay the full balance of your annual premium.

Lines are open:

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm

For Text Phone first dial 18001
Calls may be recorded.

Before you decide to claim on your home insurance, you might have some questions...

How to make a claim

Read our guide to what you can and can’t claim for

How the claims process works

Your guide to water leak claims

Before you claim:

• Have your policy number and any documents to hand
• Give us as much information about the incident as you can
• Report theft to the police first and ask them for a crime reference number (you'll need this when you call us to claim) 

To make a claim:

We have different ways to get in touch based on what’s wrong, so choose from the following…

Make a home claim

If it's not urgent and you bought your home insurance directly through LV=, the quickest and easiest way to make a claim is to log in or register your account. If you're having trouble logging in, please give us a call. 

We’ll usually get back to you within two working days but if there’s been severe weather and we’re particularly busy, it might take us a little longer. In case you're not able to log your claim online, please call:

0330 678 5000

From abroad: +44 1202 296762

Telephone lines open:

Mon to Fri 8am - 6pm 
Sat 8am - 4pm
Calls may be recorded. For Text Phone, first dial 18001.

You’ll need to use our broker claims form if you took your policy out with a broker (not direct with LV=), for example if your policy documents say Clear or Rainbow.

Home Emergency

If it’s an emergency (for example a broken boiler, plumbing issues or loss of electrical power) and you have Home Emergency cover included in your home insurance, you can use our Home Emergency form or call our 24-hour helpline below.

If you don’t have this cover but need emergency assistance, you can call our 24-hour helpline and we’ll put you in touch with qualified tradespeople as quickly as possible.

 0330 678 5246

24 hours a day, 365 days a year
Calls may be recorded. For Text Phone, first dial 18001.

If you’ve added Home Emergency cover to your home insurance policy, we’ll arrange emergency assistance for problems like a broken boiler, plumbing issues or loss of electrical power. 

Our online form only asks a few simple questions and once it’s completed, you’ll be able to track the progress of your claim online. Report a home emergency online

Don’t have Home Emergency cover but need emergency assistance?

If you didn't add this extra cover but require emergency assistance, don't delay in getting the emergency sorted as quickly as possible.

If you have LV= home insurance you can get help with domestic emergencies, get legal advice or identity fraud assistance.