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Our approach to paying claims

In 2019 we paid a total of 94% of claims, helping out over 7,200 individuals and families by offering financial help to families affected by accidents, illness, unemployment and death. The way we support and look after your clients is just as important as the money we pay, so we offer the following:

A dedicated claims assessor
We understand making a claim can be daunting, so your client will be assigned a dedicated claims assessor along with their direct contact details. Ensuring your client speaks to the same person (for all aspects of the claim) will help establish a meaningful and personal relationship, making a real difference during a difficult time. Your client will be able to contact their claims assessor whenever they need to, ensuring any questions, queries or concerns are dealt with quickly.
Flexible approach to submitting a claim
We understand everyone is different, so we offer your clients a choice of how they can submit their claim form. They can complete and return their claim form by post, email or over the phone. We also offer an online claim form for Personal Sick Pay claims. And while we aim to pay all valid claims as quickly and as soon as we can, sometimes medical or financial information can have an impact on how quickly your client receives their money. To manage their expectations, we’ll keep your client updated on their claim throughout the process, by text, email or phone.
Claims Escalation Forum
There are occasions when a claim isn’t straightforward, for example where a claim doesn’t meet the specified definitions or there is uncertainty around information provided on the original application form. For these cases we have a dedicated and governed Claims Escalation Forum, where a group of people from different parts of the business meet and review the claim. They agree to pay or decline the claim, and where appropriate, recommend alternative or supplementary actions such as making a partial or ex-gratia payment.

0800 756 5869

TextDirect: first dial 18001

8.30am - 6.30pm Monday - Friday

We will record and/or monitor calls for training and audit purposes.


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More about our underwriting criteria and when we'll need more client information.

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Outstanding day-to-day support and online services for you and your business.

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By working with us, you will get the support you can expect from a respected provider.

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Liverpool Victoria Financial Services Limited, registered in England with registration number 12383237. County Gates, Bournemouth, BH1 2NF, UK