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Keeping you updated on our approach to paying claims and stories to demonstrate the true value of your recommendations.

We want to pay claims and be there for your client when it matters. In 2016 we paid, on average, 9 out of every 10 claims.


Changes we’ve made this year

We regularly review our claims process to ensure we support good customer outcomes. Here are some examples of recent changes we’ve introduced:

More claim assessors
We’ve doubled our team to ensure claims are dealt with quickly. Each assessor has worked in claims for an average of 13 years and their ‘life experience’ allows them to empathise with claimants. Our claims assessors attend industry training sessions, receive coaching and support from our Medical Officers and reassurers and hold (or are studying for) the CII claims diploma, to ensure their medical knowledge is up to date.
Personal Sick Pay online claim form
Personal Sick Pay is our specialist income protection for clients such as construction workers and tradespeople. Earlier this year we introduced an online claim form which allows your clients to complete their claim form electronically and attach their medical and financial evidence. The form highlights only the sections they need to complete based on their circumstances. Submitting their claim online helps speed up the process, meaning we can pay your client’s money quicker. This new form is currently in pilot and early indications are proving it to be very successful with some completed forms being returned to us the same day. We’ll keep you updated on what happens next.
Fast track claims (Personal Sick Pay)
For simpler claims (such as clients only likely to be off work for a few days) we’ve reduced the time taken to pay claims by up to 75%. We’ve achieved this by increasing the size of our team and changing how we review these types of claims.
Paperless death claims
To help pay claims faster and make the process easier for bereaved loved ones, we offer a paperless process for selected life insurance claims. Where possible, we’ll pay claims up to £50,000 without the need for probate, and in some circumstances we only need the death certificate reference number.

When your client takes a protection policy with us, they become a member of the society and have access to our exclusive LV= Legal & Wellbeing support line.

0800 876 6166

TextDirect: first dial 18001

Lines are open 24/7

Option 1
Medical advice & Counselling
Option 2
Legal advice
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LV=, County Gates, Bournemouth, BH1 2NF, UK