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Our underwriting approach makes the application process easier for you and your clients


Tele-interviewing service

Our team of friendly, fully trained UK based tele-interviewers, will call your client to gather details of their health and medical history so we can assess their application.

If an additional tele-interview is required, this means our underwriters require more information on either a particular area, or simply in relation to the amount of cover applied for.

Our interviewers will guide your client through the questions in a friendly, helpful and discreet way.

If your client has all the relevant information to hand, the call usually lasts between 20 and 30 minutes.

We offer an online booking system so you and your clients can arrange a suitable time for the tele-interview.

Frequently asked questions

What is a tele-interview?

A tele-interview is where we gather your client’s medical and lifestyle information over the phone. Questions are asked around their current and previous medical conditions, alcohol and smoking behaviours as well as family history, in order to complete their application.

Where can I find the tele-interview booking system?

The booking system sits within our website and can be found by following this link online booking.

Which of your products can I use the online booking system for?

All of our Flexible Protection Plans (Life Insurance, Life and Critical Illness, Business Protection and Income Protection).

How soon can I book an appointment?

You can book the appointment immediately; all you need is your client’s email address and new policy number. Your client can book an appointment for one hour after submitting their application and up to 7 days in advance. Please contact us if you need to book an appointment later than this. Appointments are available Monday to Friday 8:30 – 9pm and Saturday 9am – 5pm.

Will I know if my client has made a booking?

Yes, we will email you and update you on the status of the booking and the outcome. We’ll also let you know if we’ve been unable to contact your client.

Is the online booking system secure and personal details safe?

LV= has rigorous security controls in place. The system is secure and will only hold your clients name, phone number and policy number. No personal or medical details are stored or connected to the booking system.

Can my client make the booking directly online themselves?

Yes, you can download our email template. The template contains a link and editable text for you to amend as appropriate. This can then be forwarded on to your client.

Will I receive confirmation of the booking?

Your client will receive an email immediately confirming their booking as well. We’ll also send them a text message reminder before the appointment (if they’ve provided us with a mobile number). We’ll contact you if we’re unable to reach your client or don’t receive a booking two days after the application has been submitted.

What if my client needs to amend their booking?

After you’ve made your booking you’ll receive an email containing a link to the booking system which allows you to re-book. All you need is your policy number and email address. Alternatively you can phone or email us on 0800 678 1896 between 8:30am and 6.30pm Monday to Friday, or via email at [email protected].

What should my client prepare in advance of their interview?

It will really speed things up and mean that we should only need to make one call if your client has the following information to hand. Sometimes we need to know about medical history going back 5 years, it’s helpful if your client has information on their previous and current medical conditions, immediate family medical history and their doctors / consultants details. We may also need to know about any current protection insurance policies they have with us or another provider.

How much time should my client allow for their tele-interview?

The average length of an interview is between 20 and 30 minutes for each appointment. For Flexible tele-interviews we’ll call your client within two hours of their chosen appointment time.

What do I do if I have a joint life policy?

If the policy is a joint life application, your clients will need to book two appointments – one each. These can be one after the other or separately but not at the same time.

What happens once the tele-interview has finished?

Sometimes we’re able to give your client a decision at the end of the call, but our underwriters may require additional information (usually from their GP or an additional tele-interview before offering your client a decision.

We may also send them a text message asking for feedback on the tele-interview process.

What are the benefits of an initial tele-interview?

Because we’re capturing your client’s details it means less admin for you, saving you time. It can also make for a more comfortable experience for your client when sharing sensitive information with our trained experts. You don’t need to contact our new business team first; you or your client can go ahead and make the booking for a time convenient to your client.

Do I have a point of contact if I have any questions?

We hope you find our online booking system intuitive and straightforward, but if you or your client do encounter any problems or have any questions, please contact our tele-interview booking team on 0800 678 1896 between 8:30am and 6.30pm Monday to Friday or via email at [email protected].

Do you have a point of contact if my client has any queries?

It’s the same number you would use, 0800 678 1896 between 8:30am and 6.30pm Monday to Friday or via email at [email protected].

Will you keep me up to date with progress on the application?

Yes, we’ll let you know each time a significant event happens with the application, and of course let you know the outcome.

You can track the application through the case tracking section of the website or give us a call at any time if you have any questions.

It’s important to note that if your client's health changes between the tele-interview and the policy going live, that they must let us know of the change, as this may affect their application. If they don't, we may not be able to pay a claim in the future.

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