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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.


How to make a claim

When you recommend LV=, you can feel confident we'll look after your clients if they make a claim by:

  1. Allocating them their own claim assessor who will look after all aspects of your clients claim from start to finish.
  2. Keeping your client updated throughout the process, by phone, email or text.
  3. Paying your client’s claim as quickly as possible and usually within 48 hours of receiving all their completed forms and related information.
  4. Only asking for the information we need to pay your client's claim.
  5. Supporting and taking into account your client's wellbeing and morale during a claim. If they have income protection insurance, we consider if we could visit them at home and look at ways of supporting them getting back to work sooner.

Stage 1 - Making a claim on behalf of your client

You can contact us in the following ways to notify us that your client wishes to make a claim;

  1. phone: 0800 756 5869
  2. email:
  3. post: LV= Health Claims Team, Emperor House, Grenadier Road, Exeter Business Park, Exeter, EX1 3LH

We'll post or email you the appropriate documents for you and your client to complete and return.

Stage 2 - The information we need

For most claims, we’ll send your client a claim form. This should be completed, and include the name and contact details of your client's GP or medical specialist, as well as any supporting medical or financial evidence requested in the claim form. We may also ask for other information depending on the type of product your client is claiming against. The types of evidence we may ask for include:

Income Protection and PSP

  • Basic details of the reason your client is unable to work.
  • Financial evidence as detailed in the claim form.

Critical illness

  • Consent forms signed by your client so we can contact their GP/consultant to obtain any additional medical reports we may need to pay their claim.
  • Existing medical reports can also be sent to help speed up how quickly we pay your client's claim.

Terminal illness

  • A report from the doctor who has diagnosed the terminal illness.

Total and permanent disability

  • Consent forms signed by your client so that we can obtain additional medical reports where necessary.
  • Existing medical reports can also be sent to help speed up how quickly we pay your client's claim.


(including 50+, Term, Whole of life)

  • A death certificate or in some cases the certificate reference number.
  • Original grant of representation / probate (when available).
  • A completed Access to Medical Information form.
  • Pension claim form (for pension term policies).
  • Payment form (requesting bank details and authority to the claimant without probate).
  • Trust deed (if the policy was written in trust).

Waiver of premium

  • Completed claim form.
  • Completed medical report.

Stage 3 - Paying the claim

  1. We’ll keep your client (and you) informed throughout the claim.
  2. We'll contact your clients GP or medical specialist directly to follow up on any outstanding requests for medical evidence.
  3. We’ll let your client know if there’s anything they can do to speed up their claim payment.
  4. We’ll normally pay the claim within 48 hours of receiving all the required evidence and making a final decision.

0800 756 5869

TextDirect: first dial 18001

8.30am - 6.30pm Monday - Friday

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

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LV=, County Gates, Bournemouth, BH1 2NF, UK