Coronavirus update

Coronavirus information for LV= members and customers

August 2021

For over 175 years our members and customers have trusted LV= to look after their savings, retirement and protection needs.
 
While we are now working in extraordinary circumstances our commitment to do what is best for you is as strong today as it has always been.
 
We remain open for business and our people are available to help you.
 
Following government guidance our teams are working from home rather than in our offices and I would ask you to please bear with us if it takes longer to answer your phone call or reply to your email.

We've also put together some additional support and information to help you during this time. 

On the following pages you will find links to the benefits you receive if you are an LV= member, sources of advice and guidance on health and financial matters, how to protect yourself from financial crime or scams as well as important information and commonly asked questions about our policies and products.  Please see if you can get the information you need here first before contacting us so that we can prioritise our support for those people who need it most.
 
Despite the challenges we are all facing, the endeavour of our teams and the spirit of our people have ensured that we continue to support our members, our customers and each other.
 
From everyone at LV=, we’re here for you today and tomorrow. Please stay safe.
 
Mark Hartigan, Chief Executive Officer

The information on this page is only for our life, savings and retirement customers. If you’re looking for information about your general insurance products - such as car, home and pet - head over to our dedicated page.

General insurance - Covid-19 information

Member benefits

Because we’re a mutual we’re owned by our members rather than external shareholders.

Our members have access to a range of member benefits which could come in handy right now.

Take a look at some or all of what’s on offer:

Health and Wellbeing Line

Legal Advice Line

LV= Doctor Services

Member Support Fund

See all our member benefits

How do I know if I'm a member of LV=?

Anyone can become a member by owning a member-qualifying product with us.

This includes all of our current and historic products, apart from our equity release products (for example Lifetime mortgage and Flexible Lifetime mortgage).

Customers who have general insurance products (for example car and home insurance) are also not members – these products are sold by LV= General Insurance Group, a subsidiary of Allianz.

Additional support for you

There’s lots of support and guidance out there from our amazing NHS, other professional bodies and charities:

NHS

Government financial support

Citizens Advice

Making financial decisions

Charitable support

Financial crime and scams

Here's what the team at LV= do to protect you and us from fraud, and other official information:

LV= fighting financial crime

Information from Citizens Advice

Information from the FCA

BBC news about scam emails

Ten Covid-19 related scams to watch out for

  

I’ve just had a call from LV= How do I know it’s genuine?

Sometimes we’ll call our customers to resolve a query. However it is right to be wary of calls that might be bogus. The best thing to do is take the caller’s name, hang up and ring back using our  switchboard number which is 0800 678 1680. If the call has come from one our team here at LV= the switchboard operator will be able to transfer your call over to them. 

Please bear in mind that we will never ask you to confirm your bank account details over the phone. You should never clarify or give your bank details to anyone over the phone.

We’re still here for our members and customers, just a little differently.

  • Following Government guidance, since the end of March, most of our people have been working from home. 
  • We’re still answering phone calls and dealing with emails. You might have to wait slightly longer for us to respond but we encourage any customers to get in touch with us in either of these two ways. 
  • There are certain essential tasks that can only be done in our offices. This includes opening post, sending letters and processing cheques and payments.
  • A handful of our employees are in the offices to make sure this work gets done. We’re looking after their safety and they are observing social-distancing.
  • If you’re still waiting for a query to be answered please bear with us or get in touch.
 

Keeping our employees safe and well, today and tomorrow

 


Our Life and Pensions business has five offices in the UK.

Here is our risk assessment, that we put together in May 2020. It sets out our plan and the actions in preparation for returning our people to the offices, safely and carefully. We’ll only ask our employees to come back to the office when it is right to do so, in the interests of everyone’s health and safety and when Government advice permits.

This latest plan was updated on 18 July 2021.

View our Risk Assessment and Plan

Our support for you, our members

Following the Prime Ministers announcement on Monday 23 March, a lot of our people are working from home, committed to serving our members and customers to the very best of their ability.

We are working hard to make sure that even more of our people can serve you. To help us give the necessary support to our most vulnerable customers, at the moment we’d be very grateful if you could only try to contact us if it’s essential.