We use cookies to give you the best possible experience online. By continuing to use our website, you agree to receiving our cookies on your web browser. Visit our cookie policy page to find out more and how to change your cookie settings.

skip to main content

Making a life insurance claim

We're here to pay claims and pay them as quickly as possible. Here you'll find all the information you need to make a life insurance claim.

Please note, this claims process only applies to policies issued through our Exeter office or through Permanent Insurance Company Limited.

  • The policy number will be in the format 123456-0001-5N or 1234567-0001-A.

If it isn't then it's likely to be an older Liverpool Victoria Friendly Society Limited policy and the number to phone is 0800 550 050.

  • These are policies beginning with letters, A, B, C, F, L, RN, T, U, V, X.

Step 1 - How to contact us to make a claim

  • Call us on 0800 756 5869
    For TextDirect call 18001 0800 756 5869.
    If calling from overseas, you can contact us on +44 1392 366 685.
    Lines are open from 8.30am - 6.30pm Monday to Friday.
  • Email us at
  • Write to us at: Health Claims, LV= Health Claims Team, Emperor House, Grenadier Road, Exeter Business Park, Exeter, EX1 3LH.

We may record and/or monitor calls for training and audit purposes.

Step 2 - The information we'll need

  • We may need to see an original death certificate (this is the one issued by the registry office). If the cause of death is not known and the death certificate hasn’t been issued, we may need to see the Coroner’s fact of death certificate. If needed, we'll send this back to you immediately by recorded delivery.
  • We may need other information or documents depending on the circumstances of the death and the way the life insurance has been set up. We'll let you know what we need after you have contacted us.

Step 3 - Paying the claim

  • We’ll keep you informed throughout the claim process.
  • We aim to pay the claim within three days of receiving the final piece of paperwork required.
  • You can contact us if you have any questions along the way.
  • Most of our life assurance policies include terminal illness benefit. This means we'll pay the claim early if the insured person has a terminal illness and has been told by their treating medical consultant that they have less than 12 months to live.

Frequently Asked Questions

number 1

Why have you asked to see the birth certificate or passport?
We need to confirm the date of birth of the person insured to make sure that he or she has been paying the correct premiums.

number 2

What is your response time to enquiries?
We do our best to respond to any enquiries as quickly as possible. But depending on the type of your enquiry, and how much information you give us, it may take us up to five days to get back to you.

Number 3

Does an original death certificate have to be sent in?
Yes. For every death claim we would prefer to receive an original certificate. If this presents any difficulties please let us know.

View more FAQs

Understand life cover

We've created lots of useful information to guide you through the process of finding which life insurance product is right for you.

Find out more about life cover

Why choose LV=

An insurance provider you can trust established in 1843.

  • 97% of claims paid in 2016
  • UK's largest friendly society

Policy documents

  • Policy summary
  • Policy conditions

View policy documents


From what's covered, ways to get set up or even how to claim, our library of FAQs can help.

View our Life Insurance FAQs