Our home insurance FAQs

Unfortunately, we can’t help you over Live Chat at the moment.

If you'd like to talk about your home insurance, give us a call on 0330 678 5178 during these hours:

8am - 8pm Monday to Thursday
8am – 6pm Friday
9am – 5pm Saturday

Closed Sundays and Bank holidays

For Text Phone first dial 18001
Calls will be recorded

You'll automatically have an account if you saved a quote or if you chose to sign up after buying or renewing a policy. Visit LV.com/account/login to log in to your account or set up a new one.

If you don’t have an account yet, you can register for one using our online form (Register for your new LV= account | LV=).

Log in to your account to view and download your policy documents and view any saved quotes. If you don’t already have one, you can register for your new LV= account

Your saved home insurance quotes are valid until the cover start date. You'll still be able to view them in your account after that point, but you won't be able to buy them. Simply start a new quote if your old one’s no longer valid.

No, we don't offer you a discount if you're in a neighbourhood watch scheme.

Everyone's home insurance excess is different. It varies depending on the type of claim you're making, your personal circumstances and how much voluntary excess you agreed to when you bought your insurance.

To find out how much you might have to pay if you had to make a claim, please check the document pack we sent you for more information.

We can insure you if you have:

• not made more than two household claims within the last five years
• not made a claim for Escape of water or Theft from the home within the last 12 months (1 year)
• no unspent criminal convictions (excluding motoring convictions)

We can't insure you if the property:

• is occupied by tenants, we offer landlord insurance for this
• has previously been flooded or is currently under a flood warning
• has suffered from, or is showing any signs of, subsidence, landslip or heave
• isn't built of brick, stone or concrete and roofed with slate, tiles, metal, asphalt
• isn't in a good state of structural repair
• is a mobile home
• isn't self-contained
• is unfurnished
• is unoccupied
• is a listed building or protected by a preservation order

We can't cover your property if it's a listed building or protected by a preservation order.

It's a property which would be of special architectural or historic interest. As a useful tool you can check whether a property is listed by searching The National Heritage List for England.

We are not responsible for content on other websites.

Yes, when you apply for home insurance, we’ll ask you if you or anyone living with you have any unspent criminal convictions. If you don’t disclose this information, it may invalidate your home insurance.

Yes, if you get a burst pipe at home, we'll do everything we can to put things right. To make a claim, give us a call on 0330 678 5555

Lines open:

8am - 8pm Monday to Friday
8am – 4pm Saturday

Closed Sundays and Bank holidays

For Text Phone first dial 18001
Calls will be recorded

Defaqto are a UK leading independent financial information business, and they have given our Home Cover Extra insurance a 5 Star Rating.

There are two financial services regulators; the Prudential Regulation Authority (PRA) and the Financial Conduct Authority (FCA).

Yes, when you apply for home insurance with us, we’ll ask you to confirm that the property to be insured is built of brick, stone or concrete and that roof is made of slate, tile, metal or asphalt.

Yes, with LV= home Insurance or contents insurance, we'll pay 50% of the cost to replace any undamaged item, if it forms part of a matching set. For example, if your sofa is water damaged and unrepairable, we’ll replace that, as well as give you 50% of the cost towards a matching armchair.

Yes, we use approved tradespeople and suppliers across the UK to inspect damage, replace goods and make home repairs on our behalf. Better still, any repairs our recommended specialists carry out are guaranteed for 12 months.

Some people prefer to use their own tradesmen for repairs. If you decide this is the best option for you, you must speak to us before doing so. Please give us a call on 0330 678 5555

Lines open:

8am - 8pm Monday to Friday
8am – 4pm Saturday

Closed Sundays and Bank holidays

For Text Phone first dial 18001
Calls will be recorded

You'll need contents insurance for your own belongings, such as clothes, gadgets, furniture or televisions. You’ll also need it for your landlord's furniture but only if your rental agreement makes you responsible for them.

Subsidence is downward movement of the ground supporting the building, most commonly caused by:

• the shrinkage of clay subsoil following long spells of dry weather
• trees and other vegetation which extract moisture from the soil causing it to shrink
• leaking drains, which wash away the subsoil below foundations
• mining activity

Trace and Access of water or oil leaks relates to the cover needed for the costs involved in finding the source of an escape of water or leakage of oil.

You can pay by credit/debit card or by monthly or annual direct debit at no extra charge.