Coronavirus - personal sick pay

Covid-19 update for Personal Sick Pay policies

As efforts continue to save lives and protect our NHS, we’re still being encouraged to work from home where possible, and continue with social distancing measures.

Of course our thoughts and concerns are with the ones we love and everyone’s health and wellbeing. But if you have an Personal Sick Pay policy with us you may naturally be thinking about whether it could help.

LV= Personal Sick Pay is a type of income protection aimed at people who have riskier jobs - such as tradespeople, nurses and construction workers. As such, if you have this product you may not have the option of working from home at this time and could be wondering where you stand.

There will be no negative impact for any of our members if they have a Covid-19 vaccine as part of the UK vaccination programme.

For Personal Sick Pay policies taken out before 29 October 2020

  • We’ll assess and pay your claim in the usual way reflecting your chosen waiting period and the policy terms and conditions. Your policy covers you if you’re unable to work due to an illness or accident. We will therefore not consider periods of self-isolation.

For Personal Sick Pay policies taken out after 29 October 2020

  • For policies with a day 1 and 1 week waiting periods: in response to the current situation we won’t currently pay a claim due to symptoms or complications of COVID-19 or other coronaviruses, respiratory tract infection, cold or flu if you’re unable to work for less than 4 weeks. If your symptoms are more serious and last beyond 4 weeks we’ll consider your claim and backdate any claim payments to start from your first day off work or a week after (depending on your waiting period). Your policy covers you if you’re unable to work due to an illness or accident. We will therefore not consider periods of self-isolation.
  • For all other waiting periods: we’ll assess and pay your claim in the usual way reflecting your chosen waiting period and the policy terms and conditions. Your policy covers you if you’re unable to work due to an illness or accident. We will therefore not consider periods of self-isolation.

For Personal Sick Pay policies taken out before 29 October 2020

  • Your policy covers you if you’re unable to work due to an illness or accident. If you have symptoms of Covid-19 that make you unable to work we’ll assess and pay your claim in the usual way reflecting your chosen waiting period and the policy terms and conditions. We will not consider periods of self-isolation.  

For Personal Sick Pay policies taken out after 29 October 2020

  • For policies with a day 1 and 1 week waiting periods: in response to the current situation we won’t currently pay a claim due to symptoms or complications of COVID-19 or other coronaviruses, respiratory tract infection, cold or flu if you’re unable to work for less than 4 weeks. If your symptoms are more serious and last beyond 4 weeks we’ll consider your claim and backdate any claim payments to start from your first day off work or a week after (depending on your waiting period). Your policy covers you if you’re unable to work due to an illness or accident. We will therefore not consider periods of self-isolation.
  • For all other waiting periods: your policy covers you if you’re unable to work due to an illness or accident. If you have symptoms of Covid-19 that make you unable to work we’ll assess and pay your claim in the usual way reflecting your chosen waiting period and the policy terms and conditions. We will not consider periods of self-isolation.

Your policy covers you if you’re unable to work due to an illness or accident.  We are unable to consider a claim for periods of self-isolation.

Your waiting period

How long will I have to wait before making a claim?

When you took out the policy you will have chosen a ‘waiting period’. Put simply this is the amount of time you will need to be unable to work for, before you’re able to claim. Please contact us as soon as you feel you will be unable to work for longer than your chosen waiting period.

With Personal Sick Pay your ‘waiting period’ could be either of these two options:

  • Day one option – If you chose this option your Personal Sick Pay would start from the first day you become too unwell to work. However, you do need to be too unwell to work for 3 days in a row before you can claim on your insurance. Once you claim we’ll backdate the amount to cover these three days. 
  • 1, 4, 8, 13, 26 or 52 week options – If you chose any of these options you would need to be too unwell to work for this number of weeks before you started getting paid your insurance.

If you’re unsure about what your waiting period is this will be in your policy documents.

Please note for Personal Sick Pay policies taken out after 29 October 2020 with a day 1 or 1 week waiting period: we won’t currently pay a claim due to symptoms or complications of COVID-19 or other coronaviruses, respiratory tract infection, cold or flu if you’re unable to work for less than 4 weeks. If your symptoms are more serious and last beyond 4 weeks we’ll consider your claim and backdate any claim payments to start from your first day off work or a week after (depending on your waiting period).

Making a claim

How long will it take to get payment for a claim?

At this time we know how important it is to get things sorted for you as quickly as we can.

Our claims team will deal with a claim in the most sensible way possible in terms of gathering evidence.

They’ll take into account your circumstances, the guidance you’ve been given and any other income you’re receiving

More about making a claim

If you think you want to make a claim on your policy here are some questions you might have

This is set out in the policy conditions which you would have received when you took out your policy. If you don’t have these, then please contact us and we can let you know or send out another set of terms and conditions for your policy.
Most of our income protection policies only offer cover where customers are unable to work due to accident of illness. However our mortgage & lifestyle protection (MLP) product offered optional unemployment cover. If you have an MLP policy and wish to make a claim please contact us.

We’ll be working on this and will keep you informed along the way.

If you’d like to check the progress of your claim please contact us.

You will need to complete an application form. Please contact us for a form. Or if you have a financial adviser, please get in touch with them as they will be able to access any forms and help you complete them.
Please contact us by email or phone and we can send out new documents to you.
You can take a look at your terms and conditions to see the features of your product. Or you can contact us and we can tell you. If necessary you can also talk to a financial adviser about what plans you could put in place for the future.
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.
Criminals never sleep and they are sadly using Covid-19 as another opportunity to benefit.

Please check out our information on fraud and scams.
If we’re already paying you regular amounts from your Personal Sick Pay policy these will continue as normal.
We’re still accepting new business and processing any applications but it may be taking us slightly longer to do this. We’ll be in touch as soon as possible. If you’d like to know the progress of your new product please contact us.
Most financial advisers have set up alternative contact details so try these first. 

However if you have a query about your LV= policy application, please contact us and we’ll  respond as soon as we can.
Of course, but you need to consider the impacts carefully. For instance you won’t be covered, or be able to claim if something happens. We urge you to think about any steps you take, and if necessary speak to your financial adviser first.
Yes, but you can only do this by reducing the amount of cover on your policy. This has always been an option for you. But, in the past, to reverse this and increase your cover again it meant answering medical questions, and it wasn’t always guaranteed we could increase it back to what it once was, or at all. 
 
However, we know that some of our members are under more financial strain than usual at the moment, and we want to help. If you took out your policy before 1 March 2020* we’re now able to temporarily lower your cover for 6 months. This would in turn lower the amount you pay for it. At the end of the 6 months we’ll automatically increase your cover again without any need for you to go through additional medical checks or questioning. This will mean the amount you pay each month will also increase automatically. 
 
If you want to increase your cover again before the 6 month period has ended, you’ll need to let us know. We’ll need to take you through some medical checks and it’s not guaranteed we’ll be able to increase it again before the 6 month period has ended.  
 
Alternatively, if you want to continue with this lower level of cover for longer than 6 months,  you’ll need to contact us to let us know before we automatically increase your cover again. Continuing with lower cover for longer than the 6 months will mean you’ll need to complete further medical checks and questioning should you want to increase your cover again in the future, and it’s not guaranteed we’ll be able to increase it. 
 
If you’d like to talk to us about reducing how much you pay each month please get in touch, or contact your financial adviser who can speak to us about it for you.
 
*Please bear in mind this option isn’t available if you have a policy taken out after 1 March 2020, of if your policy is Sick Pay Insurance, Quick Cover Life Insurance, or a Pension Term assurance policy. If you’re unsure please contact us and we’ll be able to confirm this for you.
If you miss one or more payments, we’ll usually offer you a minimum grace period of 60 days to bring your premiums up-to-date (please check your policy conditions to see what grace period you have). If you can't afford to keep you policy in place you need to consider the impacts carefully.

For instance you won't be covered, or be able to make a claim if something happens. We encourage you to think about any steps you take, and give us a call so we can talk this through with you.

If you’re facing an exceptionally challenging time, which means that you're financially impacted and can't pay your normal premiums, we may be able to offer you a 'payment break'

This option is for particularly vulnerable customers that need extra support above and beyond what's included in their policy, our additional support services or member benefits. The offer of a payment break is subject to certain criteria and individual circumstances.

To be eligible for a payment break option, you should:

  • have a policy that's been in place for 12 months or more
  • have maintained your premiums in the past and not been more than 3 months in arrears
  • not have used a payment break before
  • have an individual income of less than £50,000
  • have been adversely impacted by a significant drop of 50% or more to your income, or your usual earnings have stopped
  • not be receiving furlough support

If we’re able to offer any payment break we'll be able to do this one month at a time and will review the situation with you on a month by month basis.

Your cover would remain in place, in full, during any payment break. And you'd be able to make a claim in the usual way, in line with the terms and conditions of your policy.

A 'payment break' option may also be available for our members who are considered vulnerable and are unable to pay premiums due to a mental or chronic physical health issue, or are coming to terms with the death of a close family member. 

If you would like to explore a payment break option please contact us so we can talk to you about your circumstances and current income situation.

There is a lot of support out there which you can read about and we have a Member Support Fund which might also be able to help.

If you'd like to speak to us about your policy: