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Tele-interviewing service

Find out how we use your personal information and what rights you have by reading How LV= uses your personal information. Please let us know if you’d like us to send a copy to you or if you have any questions. This includes who we are, how long we hold information, what we do with it and who we share it with.

Our team of friendly, fully trained UK based tele-interviewers will call you to gather details of your health and medical history so we can assess your application.

If an additional tele-interview is required, this means our underwriters require more information on either a particular area, or simply in relation to the amount of cover applied for.

Our interviewers will guide you through the questions in a friendly, helpful and discreet way.

If you have all the relevant information to hand, the call usually lasts between 20 and 30 minutes.

We offer an online booking system so you can arrange a suitable time for the tele-interview.

You can book an appointment for up to 7 days in advance. We're available Monday to Friday 8:30am – 9.00pm and Saturday 9am - 5pm. As soon as you’ve made your appointment, you’ll get a confirmation by email and/or mobile (if you’ve given us with those contact details). The email will also contain a link should you need to reschedule.

Please make sure you get your policy reference number from your financial adviser before booking.

0800 678 1896

TextDirect: first dial 18001

8.30am - 6.30pm Monday - Friday

Email us on [email protected]

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

You may experience some difficulties on some mobile devices when using the booking system. If you do, please switch to a tablet or computer instead.

Frequently asked questions

You can book your appointment immediately; all you need is the policy number given to you by either us or your financial adviser. You can book an appointment one hour after your application has reached us, and up to 7 days in advance. Please contact us if you need to book an appointment later than this.

LV= has rigorous security controls in place. The system is secure and we will only hold your name, phone number and policy number. No personal or medical details are stored or connected to our booking system.

You’ll receive an email confirmation from us once you’ve made your appointment. We’ll also send you a text message reminder before your appointment (if you’ve provided us with a mobile number). We’ll contact your financial adviser if you haven’t made your appointment within two days of your adviser sending us your application; this is just to make sure everything is ok.

After you’ve made your booking you’ll receive an email containing a link to the booking system which allows you to re-book. All you need is your policy number and email address. Alternatively you can phone or email us on 0800 678 1896 between 8:30am and 6.30pm Monday to Friday, or via email at [email protected].

It will really speed things up and mean that we should only need to make one call, if you have read our ‘How to prepare guide’. Having the relevant information to hand will make the appointment a lot quicker. We may need to know about your medical history going back 5 years. And it will help us if you have information on your previous and current medical conditions, immediate family medical history and your doctors/consultants details. We may also need to know about any current protection insurance policies you have with us or another provider.

You can view or download our Tele-interview how to prepare guide.

The average length of an interview is between 20 and 30 minutes for each appointment. The more information you have to hand, then the shorter this time should be.

For flexible tele-interviews we’ll call you within two hours of your chosen appointment time.

If the policy is a joint life application, you will need to book two appointments – one each. These can be one after the other or separately but not at the same time.

We'll let you know the next steps at the end of the call, this could be the outcome of application or if we need to refer your application to our underwriting team to assess further.

This way is usually quicker than submitting a paper application and allows you to ask us questions at the same time. Our experts are trained in dealing with sensitive medical information and we make sure that we only capture the information required to complete your application.

It also means you can book an appointment at a time that is convenient for you.

We hope you find our online booking system intuitive and straightforward, but if you do encounter any problems or have any questions, please contact our tele-interview booking team on 0800 678 1896 between 8:30am and 6.30pm Monday to Friday or via email at [email protected]