information

We use cookies to give you the best possible experience online. By continuing to use our website, you agree to receiving our cookies on your web browser. Visit our cookie policy page to find out more and how to change your cookie settings.

skip to main content

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.

Claims

LV= claims frequently asked questions

Can I make a claim on behalf of my client?

Can I make a claim on behalf of my client?

Yes, you can call our UK based team on 0800 756 5869 between 8:30am and 6:30pm, Monday to Friday, and email us anytime at healthclaims@lv.com. In line with data protection rules, we’ll confirm both yours and your client’s details. We may need to speak to your client just for confirmation of their permission. Your client will still have to sign the claim form (unless we complete it with them over the phone) and associated forms that may be required such as a Access to Medical Information report.

How does my client make a claim themselves?

How does my client make a claim themselves?

They can call our UK based team on 0800 756 5869 between 8:30am and 6:30pm, Monday to Friday, email us anytime at healthclaims@lv.com or write to us at; LV= Health Claims, LV=, Pynes Hill House, Rydon Lane, Exeter, EX2 5SP. When they contact us we’ll ask some questions about their policy and situation. We’ll then send them a claim form and tell them what information we need from them. We’ll usually respond to a claim the same day but it can take up to three days for us to reply. Your clients can find information about making a claim at https://www.lv.com/customer-help/life

How long does it take for my client to receive their money?

How long does it take for my client to receive their money?

It depends on the type of product, complexity of the claim, any waiting periods and most importantly, how quickly we receive the fully completed claim form and relevant supporting evidence. It usually takes between three and six weeks but some claims are paid within days.

How can I support my client to get their claim paid quickly – PSP?

How can I support my client to get their claim paid quickly – PSP?

When you recommend PSP and the level of benefit to your client, it would really help if you could collect copies of payslips, or any other evidence that shows the client is currently working. We may be able to use these in the event of a claim.

Where a payment is being delayed due to a slow turnaround by the GP, we recommend that your client follows up our request with the surgery. GPs usually respond quicker if your client contacts them to explain why we need the medical information. Please remember that medical evidence must be received in writing from your client’s GP.

How can my clients with Personal Sick Pay cover prove the hours they’ve worked?

How can my clients with Personal Sick Pay cover prove the hours they’ve worked?

We require evidence that they have worked more than 30 hours a week in the three months before they claimed, and that they received an income in that time.

This could come from their employer if they’re employed, or if they’re self-employed, evidence from their company accounts, invoices or receipts for example. To try and be as fair as possible, if your client's hours are a bit ‘up and down’ we can average out the hours they worked over the three months.

If in the three months before their claim, your client worked less than their normal hours due to ill health or holiday, then to make sure we’re being fair we’ll look at a three month period where their health did not affect the hours worked.

How can my clients with Personal Sick Pay cover prove their income?

How can my clients with Personal Sick Pay cover prove their income?

If your client doesn't qualify under the Personal Sick Pay guarantee and they're employed, we’ll ask for proof of their earnings in the 12 months before the date they became too unwell to work, this could be payslips, their last P60, or a letter from their employer. If they're self-employed we’d usually ask for proof of their earnings in the three years before they became too unwell to work (we look over a longer period of time to help even out the ups and downs). This could be, for example, tax returns or certified company accounts.

If your client is self-employed but tells us they work 30 hours, but get paid cash for some jobs, then it may be difficult for them to prove their earned income. Without a formal record of work taking place and evidenced by quotes, work orders, invoices or bank statements, we will limit the benefit to the level that can be proven.

What are the main reasons claims are not paid?

What are the main reasons claims are not paid?

It depends on the product type but generally it’s due to the claim ‘not meeting the policy definition’, for example; a customer claiming on their critical illness policy for a heart attack but their medical evidence states that they’ve suffered an angina attack. Or a term called ‘misrepresentation’ where for example a customer applies for a critical illness policy and declares on their application form that they were a non-smoker. Following a claim for cancer, we find that their medical records show that they were a heavy smoker before and after the policy started. We have a clear and ethical policy to always look for ways to pay a claim and will always explain why we can’t pay the claim.

What is ‘misrepresentation’?

What is ‘misrepresentation’?

This is when a customer didn’t answer all the questions fully and accurately when they applied for their cover. For example, a customer applies for a critical illness policy and declares on their application form that they were a non-smoker. Following a claim for cancer, we find that their medical records show that they were a heavy smoker before and after the policy started.

Where the missing information would have changed the terms of the policy and was clearly known by the customer, we will usually reduce the benefit or decline the claim. This is why it is vital that your client completes their application form fully and accurately.

Does a doctor’s certificate mean my client’s claim will be paid?

Does a doctor’s certificate mean my client’s claim will be paid?

Not always. In some cases, usually related to stress, a doctor’s note doesn’t always mean a claim will automatically be paid as there are other circumstances to be taken into account, such as the cause of the stress.

Can my client claim if they’ve been made redundant?

Can my client claim if they’ve been made redundant?

Yes if they have unemployment insurance with us and they weren’t aware of the redundancy before their policy started.

Does my client need to keep paying their premiums?

Does my client need to keep paying their premiums?

Yes, they should pay their premiums until we’ve contacted them with the outcome of their claim. If your client has waiver of premium this will be assessed at the same time as their claim. If we do not accept a claim, we'll let them know why as soon as possible.

Can the LV= Legal & Wellbeing line help my client at claim?

Can the LV= Legal & Wellbeing line help my client at claim?

Yes – our advice line is available to your client and their family as soon as their policy is live, as well as when they’re making a claim. Making any claim means your client or their family is going through a difficult time. They can call our UK team on 0800 876 6166 24 hours a day, 7 days a week for medical advice, counselling (such as stress, bereavement, relationship problem) and legal matters. More on the LV= Legal & Wellbeing line.

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.

Literature

Green underwriting logo

Underwriting

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

More about our Underwriting

Green support logo

Support

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

More about the support we offer

Green LV= logo

Working with LV=

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

More about Working with LV=

Green contact us logo

Contact us

Read more about where we're based and all of our contact information.

How to contact us

Connect with us

About protection

Vimeo logoLinkedIn company logoTwitter icon showing a bluebird

FOR UK FINANCIAL ADVISERS ONLY
LV=, County Gates, Bournemouth, BH1 2NF, UK