CEO end-of-year message to members 2024

As 2024 draws to a close, I’d like to send good wishes to all our members. In this year-end message, I invite you to discover some of the ways in which Team LV= have continued to deliver on our mutual promise to you this year.

Your service – improved

Delivering a great customer experience goes to the heart of our LV= values. More of you are accessing and using the My LV= portal, which is designed to give you recent values on your personal pension, bond and ISA policies and allows many of you to view current valuations, transactions and recent policy documents. 

We also improved your experience when you contact us by providing a call back service and an online webchat facility. Our Customer Service teams have heard very positive feedback on that and we will continue to explore new ways to make it even easier to get in touch.

Your voice – heard

Our online LV= Member Community has become vital to the way we connect with you. This year members shared their views on a variety of research topics, including their views on environmental, social and governance investments, the important factors when choosing a life and pensions provider as well as customer service expectations and preferences. 

We also asked our Community what it means to them that we are a mutual organisation. We shared these answers across the business, so colleagues know what matters most to you and we’re delivering to meet these expectations. We also held another LV= Member Community ‘Ask our CEO’ session, where I answered your very thoughtful questions. 

Learn more about the Community and watch the ‘Ask our CEO’ recording.

Your needs – met

In the mutuality survey I mentioned above, one statement that resonated with many of you was that we operate to meet your shared needs. We do this by having the right plan, products, services and people to make our business stronger and more sustainable.

We also meet your needs by providing a reliable source of trustworthy information and resources so we can help you live financially confident lives.  In 2024, we refreshed our financial crime information and shared additional financial insights and resources through our Wealth & Wellbeing Hub.

Your membership – represented

We are active members of mutual organisations the International Mutual and Cooperative Insurance Federation (ICMIF) and the Association of Financial Mutuals – speaking for our members as we work together to shape the future of mutual advocacy. In 2024, we took part in a number of working groups and hosted a webinar on the success of the LV= Member Community. We also attended the AFM annual conference and the biennial ICMIF conference, where we were proud to talk about how living our LV= values has delivered a more successful business for you. 

Your business - recognised

I am proud of the way the team has delivered for you this year. Together we provide the high-quality competitive products, services and advice that LV= are known for, so it is rewarding when our products and our people are recognised. 

In 2024, we won Moneyfacts Best Income Protection Provider for the fifteenth year in a row as well as Best Pension Drawdown Provider from The Times Money Mentor along with Lifesearch Best Income Protection Provider. We have also won awards for our customer experience teams, our investment and business continuity teams, and our organisational culture. 

We have many dedicated and talented people on the team, who recognise there is always more to do and take pride in delivering it for you. As we head into 2025, our eyes are firmly on the next steps of our plan as we strive to serve your best interests now and in the future.

As we head towards the New Year, I am sending every good wish to you and your loved ones for the festive season.