Making a claim on your LV= life insurance policy

We're here to pay claims, not wriggle out of them. Read about what your family should do in the event of a life insurance claim.

We'll try to make things as easy and straightforward as possible for you and guide you through the process.

In the unfortunate event that you need to make a claim on a life insurance policy, please contact us as soon as possible.

Watch our life insurance claims video

To make a claim

Call our Claims Department on 0800 756 5869
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.
If calling from overseas you can contact our UK based claims team on +44 1392 366 685
Write to us at:
Health Claims
LV=
Pynes Hill House
Rydon Lane
Exeter
EX2 5SP
Or e-mail us: healthclaims@lv.com

What do I have to do first?

The person making the claim should contact us as soon as possible and one of our experienced claims advisers will help to guide them through the process. We'll be able to let them know what information we need.

Frequently asked claims questions:

Why have you asked to see the birth certificate or passport to confirm a date of birth?

We need to confirm the date of birth of the person insured to make sure that he or she has been paying the correct premiums.

What is your response time to enquiries?

We do our best to respond to any enquiries as quickly as possible. But depending on the type of your enquiry it may take us up to five days to get back to you.

Does an original death certificate have to be sent in?

Yes for every death claim we would prefer to receive an original certificate. If this presents any difficulties we can accept a Standard Verification Form completed by a solicitor.

How long does it take to receive the payment?

We aim to send out payment cheques within three days of receiving the final piece of paperwork required.

Non-disclosure

We won't pay on some plans or may reduce the amount we pay if the person insured hasn't told us relevant information about their health or lifestyle. If the application was completed truthfully and accurately then there won't be any problems. If you'd like a copy of your application form then please ask.

When won't you pay a claim?

We wish we could pay out 100% of claims, but there are cases when we’re unable to make payment, for example if the claim is fraudulent or there is non-disclosure. If we didn’t operate a responsible policy in paying out claims, the cost of cover for everyone else would become prohibitively expensive. Rest assured that we judge all claims on a case by case basis.

How soon after the death should you be told?

The family of the deceased should let us know as soon as possible. The sooner that they tell us, the sooner we can start work on the claim and, as long as it’s covered by the policy, pay the claim.

Fraud

We won’t pay a claim if we find out that it’s fraudulent, for example if the insured person hasn’t really died.

Non-payment of premiums

In most cases your cover will stop and your plan will be cancelled if you stop paying your premiums.

Cover term has finished

We won’t pay if the term of the plan has finished or if the plan has been cancelled. For example, if a life plan is taken out to cover the length of a mortgage and the person holding the plan dies after the term has finished, you won’t be able to claim.

Claim doesn't meet plan definitions

We won’t pay if the claim does not meet our definition of what a claim is under the plan.