LV= protection claim payouts hit almost £118million in 2020

  • Covid claims hit £6.5m and accounted for more than 10% of death claims
  • LV= expects cancer and mental health claims to rise over next 12 months
  • Pandemic sparks rise in demand for remote health and welfare services

Protection specialist LV= paid record individual protection claims totalling nearly £118 million during 2020. LV= supported more than 9,000 claimants and their families paying 95% of all individual protection claims including life, critical illness and income protection.

Covid-related claims in 2020 totalled £6.5m and consisted of 619 death and 255 income-related claims. More than 10% of death claims in 2020 were for Covid-19.

As well as COVID-related claims, the pandemic has also led to a big rise in demand for daily benefits through LV= Doctor Services, which provides access to six expert medical services via app or phone.  In 2020, remote GP appointments rose 88%, remote psychological services 496%, and remote physiotherapy 235%.

Debbie Kennedy, Director of Protection at LV=, said the impact of Covid-19 is likely to lead to a rise in mental health and cancer-related claims over the next two years.

About the claims (Full details are available in the LV= Claims Report 2020)

LV= paid out over £28million in Critical Illness claims in 2020. Cancer accounted for 60% of all critical illness claims, followed by heart attack (10%) and stroke (8%), with the highest payment of £500,000. Some 222 claims were made following a cancer diagnosis with breast (26%), prostate (11%) and colon (9%) accounting for most claims. LV= paid a total of £282,500 for claims involving children from newborn to 21 years old.

Life assurance claims(including terminal illness claims) totalled almost £72million and the top causes for claims were cancer (43%), heart-related (17%) and Covid-19 (11%).

LV= paid nearly £14.6 million in Income Protection (IP)* claims to 1,000 individuals and families. Musculoskeletal issues (22%), cancer (18%) and mental health (15%), accounted for over half of all income protection claims. Mental health accounted for £4.9 million of new and existing income related claims.

Claims for Personal Sick Pay** protection, which is designed for self-employed and contract workers, totalled over £2.6m with payments made to 1,200 individuals. The youngest claimant was 21 and the top reasons for claims were musculoskeletal (35%), Covid-19 (23%) and fractures (13%).

In total, LV= paid 95% of protection claims in 2020. The remainder were declined for a variety of reasons including failing to disclose existing medical conditions, misrepresentation and fraud, and not meeting the policy definitions. LV= provides a breakdown of declined claims by product category and reasons in its latest claims report.

Debbie Kennedy, Director of Protection at LV=, said:

“The Covid-19 pandemic has been devastating. It is having a huge impact on people and we expect to see the effects on claims lasting for several years.

“Not only have people been affected directly by the virus, millions of people around the UK are struggling with mental health issues caused by isolation, coping with lockdown and financial worries.  The impact on the NHS and delays to appointments, screenings and treatment mean that serious conditions such as cancer could be diagnosed later, when the illness becomes more advanced and difficult to treat.

“We are rel="noopener noreferrer" anticipating a rise in advanced stage cancer diagnoses and claims in 2021 and 2022 caused by a backlog of screenings and delays to early treatment and, as a consequence, we expect that there will be an increase in mental health and cancer-related claims over the next couple of years.

“Paying claims remains at the heart of what we do but I am a strong believer that protection insurance is not only about paying claims; it’s about supporting customers when they are at their most vulnerable and proving emotional and practical support when they need it.

“I am proud that LV= provides a range of services including Rehab Support Services, LV= Doctor Services which provides instant access to medical experts and the LV= Member Care Line gives access to qualified counsellors if members are experiencing emotional distress.”

About LV= Doctor Services

LV= offers members emotional and practical support that policyholders can access every day.

LV= Doctor Services provides members with convenient access to six expert medical services - 24/7 Remote GP, Prescription Services, Second Opinion, Remote Physiotherapy, Remote Psychological Support and Discounted Health MOTs - provided by Square Health.

The Member Care Line gives access to qualified counsellors if members are experiencing emotional distress, and trained nurses can offer a sympathetic ear and practical information on a range of health-related issues.

Members with Income Protection policies can benefits from rehab support services such as physiotherapy and psychological services to help them with their return to work. Members also have access to free and confidential legal advice and support ranging from how to resolve a property or landlord dispute to dealing with identity fraud.

Notes to Editors

Claims – LV= major protection products – 2020

Protection 2020 Critical illness Income protection Personal Sick Pay Life**
Total value paid £28.3m  £14.6m* (Includes £2.5 million of new claims and £12.1 million of claims already in payment) £2.6m* (includes 1.7 million of new claims, and £0.9 million of claims already in payment)  £72m 
Average claim  £77,135  £8,165 (average amount paid in total) £1,599 (average amount paid in total) £11,265 

Highest claim

£500,000  £337,929 (total paid over claim)
£16,824 (total paid over claim) £850,000 
Average policy duration at claim 8 years  8yrs 10months 3 years 1 month  9 years 1 month 

**These figures include claims for Life Insurance, (including Terminal Illness claims) and whole of life products. Our whole of life products are no longer open to new business.

About the claims stats

*Income protection figures include new claims of  £2.5m, and claims already in payment that continued to be paid in 2020 of £12.1m

**Personal sick pay figures include new claims of 1.7 million, and claims already in payment that continued to be paid in 2020 of £0.9 million



For further information please contact:

Candice South
Press Officer - Life & Pensions
07867 141547
David Gwyer
Media Relations Manager – Life & Pensions
07798 796907

About LV=

LV= is a leading financial mutual and serves over 1.3 million members with a range of financial products. 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. 

LV= and Liverpool Victoria are registered trademarks of Liverpool Victoria Financial Services Limited and LV= and LV= Liverpool Victoria are trading styles of the Liverpool Victoria group of companies. Liverpool Victoria Financial Services Limited, registered in England with registration number 12383237 is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, register number 110035. Registered address: County Gates, Bournemouth, BH1 2NF.