Existing home customers

Can't find your documents?

If you receive your documents by email, they will have come from [email protected]

While we update our systems for the next few months, you may notice some documents aren’t showing in your account. If that happens, please use the documents received by email or post instead - sorry for any inconvenience. If you need to request your documents again, please visit our home live chat page.

Didn't find what you were looking for? These documents might help...

You can get these and other documents from us in braille, large print or audio by sending us an email.

• Our terms and conditions (PDF, 268KB)
• Home insurance product information document (PDF, 317KB)
• Home Plus insurance product information document (PDF, 303KB)
• Home essentials product information document (PDF, 315KB)
• Home legal expenses document (PDF, 147KB)
• Home emergency document (PDF, 156KB)
• Home and Home Plus Insurance cover and limits document (PDF 350KB)
• Home essentials insurance cover and limits (PDF 362KB)
  
• How we use your personal information

More and more customers are making changes themselves quickly and easily online.

Need to update your Direct Debit details? No problem. Updating the number of people that live at your address? Sure. Managing your policy online is simple and there’s no charge.

• If you’re new to all this, let’s help set up your account
• Already registered your online account? Log in to LV=

What changes can I make myself online?

1. Update the number of people living at the address
2. Make a missed payment
3. Update your Direct Debit payment details
4. Amend your excess
5. Update the number of bedrooms or bathrooms at the property
6. Let us know if you’re having any building work
7. Tell us about any changes to your home security
8. Let us know if you have any contents in storage
9. Update ‘occupancy’ (i.e. is the property vacant, occupied permanently or only at weekends?)
10. Change the property’s ownership or mortgage details

Need to call us?

If you need a hand making any other changes to your policy or personal details, like changing your address or updating your contents limit, just ask.

Speak to our friendly people on 0330 678 5111

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls may be recorded

Want to cancel your renewal?

If you'd like to cancel your renewal, you can use our online services to do this up to 4 working days before your cover is due to end.

You’ll be taken to our renewals page where you can access your policy using the policy number. Don't worry if you see reference to ‘payment’, this is just the first step of the process - you won’t pay anything to cancel your renewal.

Update your marketing preferences 

Change marketing preferences

Register your claim online in less than 10 mins - it's the quickest way...

• You can claim online if you bought your home insurance directly through LV=.
• If a claim is reported between 8am and 3pm Monday to Friday, we’ll get back to you by the end of the day. Any claims reported outside those times we will get back to you by the end of the next working day.

Before you decide to claim, you might have some questions...

What you can and can’t claim for...

How the claims process works...

Your guide to water leak claims...

Before you claim:

• Have your policy number and any documents to hand
• Give us as much information about the incident as you can
• Report theft to the police first and ask for a crime reference number - you need this to make a claim

If you can't log your claim online, please call:

0330 678 5000

Lines open:
8am - 6pm Mon to Fri
8am - 4pm Saturdays

Calls may be recorded.
For Text Phone, first dial 18001.

Home emergency

In an emergency (eg, a broken boiler, plumbing issues or loss of electrical power) if Home Emergency cover is included in your home insurance, use our Home emergency form or call our 24-hour helpline below.

If you don’t have this cover but have an emergency, please call the helpline.

 0330 678 5246

24 hours a day, 365 days a year
Calls may be recorded. For Text Phone, first dial 18001.

If you’ve chosen Home Emergency cover, we can arrange emergency help for problems like a broken boiler, plumbing issues or loss of electrical power.

You only need to answer a few simple questions to report your home emergency, doing it online means you can also track its progress.

Report a home emergency online

If you didn't add this extra cover but require emergency assistance, don't delay in getting the emergency sorted as quickly as possible. Call us on the number below to see if we can put you in contact with qualified tradespeople.

Contact our 24 hour emergency helpline for home emergencies

 0330 678 5246

24 hours a day, 365 days a year
For Text Phone first dial 18001
Calls may be recorded

Need more information on things like domestic emergencies, identity fraud assistance and legal advice? Visit our Helpline page.

Renew online if you don't need to make any changes to your policy

• Secure online process
• All you need is your renewal documents

Renew online

If you'd like to make changes just give us a call.

0330 678 5111
Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am  - 4pm
For Text Phone first dial 18001
Calls may be recorded

Would you like to renew your policy online?

About three weeks before the renewal date of your home insurance policy, we'll send you a handy pack with all the details on how to renew your policy.

The pack will include a schedule summarising:

The cover and price of your policy
Details of the home insured
Details of any optional extras you've chosen
Check this carefully as we'll base your renewal offer on this information.

More information about renewing

Our promise

We’ll make sure your renewal price is the same or cheaper than if you were a new customer with like-for-like cover from us.

If your renewal premium is higher than last year, visit our renewal explained page for more information.

Looking to cancel your automatic renewal?

My renewal date is in 30 days or less

My renewal date is more than 30 days away

• You can cancel your renewal by speaking to one of our live chat team. If we're available to chat, you'll see a green 'chat now' button in the bottom right of the screen. Give it a click and we'll get started.

• If we're not available then simply fill out our online automatic renewal cancellation form and we’ll do the rest

Our promise

We’ll make sure your renewal price is the same or cheaper than if you were a new customer with like-for-like cover from us.

Find out how our renewal pricing works

Once you’ve registered your account, you can log in to view policy information and even make some changes yourself!

Need to update your Direct Debit details? No problem. Updating the number of people that live at your address? Sure. Managing your policy online is simple and there’s no charge.

• If you’re new to all this, let’s help set up your account
• Already registered your online account? Log in to LV=

What changes can I make myself online?

1. Update the number of people living at the address
2. Make a missed payment
3. Update your Direct Debit payment details
4. Amend your excess
5. Update the number of bedrooms or bathrooms at the property
6. Let us know if you’re having any building work
7. Tell us about any changes to your home security
8. Let us know if you have any contents in storage
9. Update ‘occupancy’ (i.e. is the property vacant, occupied permanently or only at weekends?)
10. Change the property’s ownership or mortgage details

To cancel your home insurance policy, give us a call: 0330 678 5111

Before the start date:

• You can cancel any time before your start date without charge.

In the first 14 days of your cover (cooling-off period):

• You have 14 days from the start of your insurance to decide if you’re happy with the policy.
• If you cancel within these 14 days, we’ll refund any money you’ve paid, minus a charge for the time you’ve been covered, even if you’ve made a claim.

After 14 days of cover:

• You can still cancel your insurance but there’s a £25 cancellation fee.
• We’ll refund any money you’ve paid, minus a charge for the time you’ve been covered.
• If you’ve made a claim, you won’t get a refund and if you pay monthly, you’ll need to pay the full balance of your annual premium.

Lines are open:

Mon to Fri 8am - 8pm
Sat and bank holidays 9am - 5pm
Sun 10am - 4pm

For Text Phone first dial 18001
Calls may be recorded.