Life insurance with critical illness claims videos

Hello, I work for the claims team at LV=. We understand that when someone dies it can be a very distressing time for their family and friends. So in this short film I’ll explain how we are trying to make the claims process as quick and easy as possible.

Most people phone us to tell us that someone has passed away, so when you call us, we’ll ask you to confirm a few details. It will help us, to help you, if you can tell us the policy number. If you’ve got the policy's benefit schedule, you’ll see that number on it.

We have several types of life policies, so the way we deal with your claim will vary, depending on the type, and both our Bournemouth and Exeter offices deal with life claims; we’ll give our contact details at the end of this film.

For our simplest policies, we’ll ask you to send us an original death certificate with a letter. We'll then send you a payment form to sign – but we’ll explain this when you call us.

For other policies, we need more detailed information, so we’ll send you a letter explaining what we need from you, and sending any form we need you to complete - perhaps a medical records consent form, pension claim form, or mortgage questionnaire.

We know that it can take some time to get together everything we ask for, but if you send us documents as you get them, instead of waiting until you have everything to send at once, we’ll be able to make progress with your claim.

The one thing we’ll always need though is an original death certificate. That’s the one you’ll get from the registrar. We’ll always return this to you immediately, by recorded delivery, and we’ll deal with your claim as quickly as possible.

And that’s really all there is to the process. Here’s a summary of the five steps.

1. Always tell us the policy number.
2. We’ll tell you what you need to do.
3. We’ll send any forms we need you to complete or sign.
4. Send us documents as you get them so that we can make progress with your claim.
5. We always need to see the original death certificate.

We’ve tried to make things as straightforward as possible, but if you get stuck at any time, please contact us. You can call us, send an email, fax or letter. Visit our website for more details: www.LV.com. Thank you.

For policies issued by Permanent Insurance, Liverpool Victoria or LV= please call 0800 756 5869. If you're calling from overseas, you can contact our UK based claims team on +44 1392 366 685
 
For any Liverpool Victoria Friendly Society policies issued before 01.01.09, please call 0800 550050.

Lines are open: 9am - 5pm, Monday to Friday
(we may record and/or monitor calls for training and audit purposes)
For Textphone call 18001 followed by the advertised number.

Email: healthclaims@lv.com
Website: www.LV.com/Life_Claims

Hello, I work for the claims team at LV=. We know that if you’re diagnosed with a critical illness, it will be a very worrying time for you and your family. We want to make the claims process as straight forward as possible; so in this short film, I’ll explain what you need to do to make a claim.

Please contact us as soon as you can – or get someone to contact us for you – so that we can start your claim. We’ll give you our contact details at the end of this film.

Critical illnesses include cancer, heart attacks and strokes, as well as others. If you’re diagnosed with an illness and you’re not sure if it’s covered, just call us and we’ll be able to tell you.

When you call us, we’ll check a few details with you. If you can tell us your policy number, that’ll help us to find it in our records. You can find this number on the benefit schedule – that’s in the document we sent you when your policy started. We can then send you a claim form – this is just some questions for you to answer and 2 consent forms for you to sign, so that we can request the medical information we need from your doctors.

Alternatively, one of our underwriters can call you back and go through the questions with you. They’ll fill in the form for you then send it to you to check, and again sign the consent forms. We just need a bit of time between you phoning us and us calling you back, so that we can gather together the documents we need to answer any questions you may have. It also gives you time to collect any medical information you’ve been given, which will help you to answer the questions, so we’ll arrange to call you at a specific time.

When we receive your completed, signed claim form and consent forms, we’ll start assessing your claim. It would be helpful if you could send us copies of any information your doctors have given you - but we’ll contact them anyway.

We may also ask you to send us your passport, or birth and marriage certificates, or Decree Absolute. We need these so that we can check that our records show your correct birth date, and also for our female policyholders, so that we can track any change of name. Unfortunately we can’t accept photocopies, so we need the original documents. You should send these to us by recorded delivery and we’ll return them immediately, again by recorded delivery.

We can’t say how long it will take to get all the information we need - obviously once we request it we have to wait for it to come in. We know that it’s frustrating for you when you don’t understand what’s causing the delay, so we’ll keep you informed about any information we have to chase with your doctors.

We’ll deal with any information we receive, urgently, and when we have all the information we need to accept your claim, we’ll tell you, and arrange the payment.

And that’s all there really is to the process. Here’s a summary of the six steps – we’ve tried to keep the process as simple as possible:

1. If you’re unsure whether your illness is covered, please call us, and we’ll tell you.
2. For claim forms completed over the phone, we’ll call you back at a pre-arranged time.
3. Send us copies of any medical information you’re given.
4. We always need your original certificates or passport.
5. We’ll keep you updated about information we’re chasing.
6. We’ll deal with the information we receive, urgently.

We’ve tried to make things as straight-forward as possible, but if you get stuck at any time, please contact us. You can call us, send an email, fax or letter. Visit our website for more details: www.LV.com. Thank you.

Telephone: 0800 756 5869 if you're calling from overseas, you can contact our UK based claims team on +44 1392 366 685

Lines are open: 9am - 5pm, Monday to Friday
(we may record and/or monitor calls for training and audit purposes)
For Textphone call 18001 followed by the advertised number.

Email: healthclaims@lv.com
Website: www.LV.com/CI_Claims