Coronavirus update
Coronavirus information for LV= members and customers
15th January 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.
For our members and customers
Read important policy information, which includes frequently asked questions plus details of the extra support available to you
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 24 November 2020.
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.