Life insurance claims video

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 or 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 1 January 2010, please call 0800 550050.

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