LV= uses cookies to give you the best experience online and to provide anonymised, aggregated site usage data. You can find out what cookies we use and how you can disable them in our Cookie Policy. By continuing to use our website, you agree to our use of cookies in accordance with our cookie policy unless you have disabled them.

skip to main content

Catch up with the latest press releases from LV=

Large green heart

LV= Broker enhances customer experience with new virtual assistant technology

Press release: 26/05/2015

LV= Broker is launching a new online virtual assistant tool on its Broker portal. Pilot brokers are able to ask a virtual assistant a wide range of questions, 'live' chat with an LV= employee, and instantly download and upload documentation. LV= is the first insurer to roll out such a comprehensive digital offering to brokers.

The knowledge assistant 'aLVin' has been built featuring extensive knowledge of the ABC car insurance product and brokers can type in their query and answers will be provided.

Brokers can 'live' chat in real-time with an LV= employee for other more complicated and policy specific queries. The web chat conversation can be enhanced with images, documents and product templates which can help to explain complex issues and increase the customers understanding. Through the technology, brokers can also now instantly print or save documentation, saving the need to wait for the post to arrive or an e-mail to be delivered.

LV= has worked with two external technology providers to build this capability. Vizolution provides the technology behind online chat and document sharing and Nuance Communications has worked closely with LV= to build the virtual assistant, aLVin.

The technology is currently being piloted with a small number of brokers with plans to roll out to other products and a wider range of broker partners over the rest of the year.

We are always looking for ways to enhance the customer experience and the launch of this new technology is a big step in enabling brokers to deal with us digitally if they prefer. Because the technology gives an instant answer it should be helpful for brokers who need an immediate response to their query, 24/7.

Michael Lawrence, Personal Lines Director at LV= Broker

For further information please contact:

Emma Banks,, 0208 256 6714 / 07894 158 605

LV= Broker

LV= Broker is part of the LV= group of companies, and incorporates Highway Insurance and ABC Insurance. LV= is a trademark of Liverpool Victoria Friendly Society Limited (LVFS) and a trading style of the Liverpool Victoria group of companies.

LV= employs 6,000 people and serves over 5.5 million customers with a range of financial products. We are the UK’s largest friendly society and a leading financial mutual.

When we started in 1843 our goal was to give financial security to more than just a privileged few and for many decades we were most commonly associated with providing a method of saving to people of modest means. Today we follow a similar purpose, helping people to protect and provide for the things they love, although on a much larger scale and through a wide range of financial services including insurance, investment and retirement products.

We offer our services direct to consumers, as well as through IFAs and brokers, and through strategic partnerships with organisations such as ASDA, Nationwide Building Society and a range of trade unions.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. LVFS is a member of the ABI, the AFM and ILAG. Registered address: County Gates, Bournemouth BH1 2NF.