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LV= wins customer innovation award

Press release: 06/03/2015

Lisa Mundy of LV= and Des Benjamin, President of the Institute of Customer Service

LV= has won the Customer Innovation Award at the UK Customer Satisfaction Awards held by the Institute of Customer Service. The award was won by LV=’s Customer Experience team for their life insurance paperless claims process.

LV= introduced a paperless life insurance claims process to make it simpler and quicker for a policyholder’s family to make a claim. The team takes the details over the phone with no additional documentation such as wills and death certificates required. The payment is also now paid directly into a claimant’s bank account rather than by cheque. The judges were impressed by this unique approach which significantly enhanced the overall customer experience.

Lisa Mundy, Head of Customer Experience at LV= said: “This is the second Customer Satisfaction Award the life insurance team has won and it’s a fantastic result for everyone involved. It showcases LV= as being at the forefront of innovation and demonstrates our commitment to being easy to do business with. LV= strives to develop the skills and ideas of staff as we believe this in turn provides our customers with excellent service at what is a difficult time.”

The UK Customer Satisfaction Awards took place in London and recognise organisations and individuals who have implemented successful customer service strategies.

LV= was also shortlisted for the Quality Monitoring Customer Focus Award and the Large Enterprise Quality Service Provider Award.

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