Mortgage payment protection claims information
We're here to pay claims, not wriggle out of them. Read about what you or your family need to do in the event of a claim for our mortgage payment protection product - Mortgage & Lifestyle Protection.
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 your mortgage payment protection plan, please contact us as soon as possible.
- 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 you're 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?
As soon as you tell us you need to make a claim we'll post a claims pack to you within 24 hours for you to complete and return to us. It sets out what we need to assess the claim and includes accompanying notes for guidance. You can complete the claims form at home or we'll complete it with you over the phone. We can also arrange for someone to visit you in person to help complete the form, if that would help.
Frequently asked claims questions
You have asked to see my birth certificate or passport to confirm my date of birth. Why do you need to do this?
We need to confirm your date of birth to make sure that you have been paying the correct premiums for your amount of cover .
I've recently had some money problems and haven't paid my last few premiums – can I still make a claim?
We'll send out a claim form, and will begin the initial assessment of the claim, but if you have payments outstanding we 'll need these to be paid before we'll pay the claim. If you don't we may not be able to pay the claim in full. Once any outstanding premiums are paid, the payments must continue unless we tell you otherwise.
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.
Are the payments I get when I claim paid tax-free?
Yes, as long as you pay the premiums for your plan yourself from a bank account that is in your name alone, or in the name of you and your spouse/partner.
Does the above still apply if I pay the higher rate of income tax?
How will I get paid in the event of a claim?
This is an income payment and we pay the money directly into your bank account.
When will you pay my claim?
We’ll pay your claim if you can’t work because of an accident or illness. You need to continuously be unable to work throughout your waiting period. See section A of the plan conditions for full details of when we’ll pay your claim, and when we’ll stop paying.
Unemployment cover - If you have optional unemployment cover on your plan, we’ll also pay you if you become unemployed and have been in work continuously for at least six months immediately before the date you become unemployed. See section B of the plan conditions for full details of when we’ll pay, and when we’ll stop paying.
When won't you pay my claim?
We wish we could pay out 100% of claims, but there are cases when we’re unable to make payment. 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.
See section A of the Plan Conditions for full details of when we won’t pay a claim for accident or sickness cover, and section B for when we won’t pay claims for unemployment cover.
What if a claim doesn't meet the definitions detailed in the plan conditions?
We won’t pay if the claim doesn't meet our definition of what is covered under the plan.
We won’t pay on some policies or reduce the amount we pay if you don’t tell us relevant information about your health or lifestyle, or don’t tell us about a significant change in your circumstances. For example, you haven’t told us on your application form that you’re already being treated for a particular disease or illness. If you completed the application form truthfully then you will not have any problems. If you would like a copy of your application form then please ask.
What happens if I don't pay my premiums?
In most cases your cover will stop and your plan will be cancelled if you stop paying your premiums.
What happens if the cover term has finished?
We won’t pay if the term of your plan has finished or you’ve cancelled the plan.
What if a claim is fraudulent?
We won’t pay a claim if we find out that it’s fraudulent. For example, the illness isn’t real or it has been deliberately exaggerated.
