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Responsible business practice

As a responsible business we believe everyone deserves to Live Confident

Customer Satisfaction

We create great experiences for our customers by going above and beyond what is expected of an insurance company

It's one of the things that makes us different!

  • This difference in 2017 helped us move up 68 places to 32nd in the Nunwood rankings – KPMG’s independent survey of 295 well-known brands across all consumer-facing sectors.
  • From time to time, things can go wrong and when that does happen we aim to put right any complaints as quickly as possible and make sure our customers receive a fair outcome, which is reflected by the number of appeals that were upheld by the Financial Ombudsman Service (FOS) in our favour.

Complaints summary 2017

Complaints received 2017 Referred to FOS 2017 Outcome in LV='s favour 2017
General Insurance 16,564
 4%
 79%
Life* 1,751
 5% 90%
Heritage 499
 5% 83%
Legacy business** 1,815
 1% 100%
Complaints received 2017 Referred to FOS 2017 Outcome in LV='s favour 2017
General Insurance 16,564
 4%
 79%
Life* 1,751
 5% 90%
Heritage 499
 5% 83%
Legacy business** 1,815
 1% 100%
* Includes protection, retirement solutions, tied advisors, whole-of-market 
** Includes bank

Here are the ways we're trying to remain a responsible business:

Important documents

See our Responsible business practice pages from our Annual Report and Accounts