Insurance FAQs

What's the home insurance claims process?

To start a new home insurance claim, call us on 0330 678 5000 and we’ll get to work. Your dedicated claim handler will help you all the way through the process. 

Once you've given us all the details, it’s over to us. We’ll keep in touch regularly to let you know what's happening and may send suppliers to inspect any damage or handle the claim on our behalf.

Read our step-by-step guide to how our claims process works.

Lines open:
24 hours a day, 365 days a year. 

Calls will be recorded. For Text Phone first dial 18001


Will I have to pay anything towards the cost of a home claim?

Yes, the excess that applies, depending on the type of claim.


How will you pay my home insurance claim?

We try to make claiming on your LV= home insurance as straightforward and hassle-free as possible. There are no forms to fill out and, in most cases, we can settle your claim over the phone.

If you're using one of our recommended suppliers for repairs or replacement items, we'll pay them directly and you don't need to do a thing. If there's an excess to pay, normally the supplier will take this over the phone when they first call you.

If you've chosen your own repairer or found a suitable replacement for an item, we'll make the payment to you either by cheque or bank transfer.


How many estimates do I need to provide for repairs to my home?

We'll often be able to get costs for the repairs for you. If we ask you to get a quotation for your Home Insurance claim, we'll explain if one estimate will be enough or if we need two.


What happens after I make a home insurance claim?

Once you’ve called us to claim on your home insurance, you can relax. We can take care of everything.

There are no forms to fill in, we can organise all repairs or replacements and support you through the process.

For more information, read this step-by-step guide.


Do I need to fill in a home insurance claim form?

If it's not urgent and you bought your home insurance directly through LV=, the quickest and easiest way to make a claim is to log in or register your account. If you’re having trouble logging in, please use our online claims form instead.

We’ll usually get back to you within two working days but if there’s been severe weather and we’re particularly busy, it might take us a little longer. If your claim is urgent, please give us a call instead.

0330 678 5000

From abroad: +44 1202 296762
Telephone lines open:
Mon to Fri 8am - 6pm 
Sat 8am - 4pm
Calls will be recorded. For Text Phone, first dial 18001.


Home Emergency

If it’s an emergency (for example a broken boiler, plumbing issues or loss of electrical power) and you have Home Emergency cover included in your home insurance, you can use our Home Emergency form or call our 24-hour helpline below.

If you don’t have this cover but need emergency assistance, you can call our 24-hour helpline and we’ll put you in touch with qualified tradespeople as quickly as possible.

24hr helpline telephone icon0330 678 5246

24 hours a day, 365 days a year

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


How long will repairs to my home take?

Repair times vary depending on the cause and amount of damage to your home. We'll do all we can to get things back to normal as soon as possible.