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Life & Critical Illness

Supporting your clients through life changing moments

While it's easier to explain the importance of life cover, something often overlooked by clients is what would happen if they were diagnosed with a critical illness. In some cases this can mean never returning to full health and could dramatically alter your client's financial situation.

Our Life and Critical Illness policy is part of the Flexible Protection Plan, and provides your clients with wide coverage, additional payment options for less severe conditions, and larger payments for some conditions.

Cover features

  • Pays a cash lump sum on death or one of the specified conditions during the term
  • 87 conditions including 49 full payment, 38 additional payment conditions (20 of these conditions are covered under 1 additional payment condition ‘less advanced cancers’)
  • Enhanced claim payments for 17 conditions.
  • Children's critical illness cover automatically included

Options

  • Level, decreasing or inflation-linked cover
  • Guaranteed and reviewable premiums
  • Cover available for terms of between 5 to 50 years
  • Cover available from 17 years to max age at expiry of 80 years
  • Single or joint life

Service features

  • Competitive non-medical underwriting limits
  • Pre-underwriting helpline
  • Dedicated large case team
  • Online tele-interview booking
Pound sign in green circle

Early payments on death claims

To support your client’s family during a bereavement, we’ll offer an optional £10,000 early payment of the amount of cover (or pay a smaller amount if they prefer) and will aim to pay the money within 24 hours. Terms, conditions and exclusions apply, to find out more speak to your account manager.


Additional services

  • Access to the LV= member helpline gives 24/7 access to health advice, counselling services and expert legal advice
  • LV= Doctor Services which gives your clients access to six medical services via one simple app or phone call

A closer look...

Life & Critical Illness Insurance provides a one-off payment if your client dies, or diagnosed with one of the 87 conditions listed within the plan before the end date of the policy. This is a first event policy, so in a joint cover case it will pay out in the first event.

The money can be used for anything they wish and will be paid to the suriving partner, or the trustees if placed into trust.

We believe that every client should be covered in the event of them being diagnosed with a serious illness that could be life changing to them and their family.

We’ve designed our proposition to provide all-round, fully comprehensive cover for all of your clients, whoever they are. We understand how important your role is in demonstrating the value of financial protection and we hope that this gives you the most important information you need all in one place.

Our current list of conditions covered, including reviewable and guaranteed are available to download. For any clients with existing plans, please check their policy conditions.

While the impact of any of the listed critical illnesses will be life changing for your clients, often they affect older customers, or are progressive allowing customers to adapt their lifestyle to prepare ahead of the full impact of their condition.

This isn’t the case when the claim is as a direct result of an accident or early onset of a neurological condition. The financial impact on younger consumers can be much more significant and leaves them less time to plan financially for the future.

We have three scenarios where if your client met the definition criteria we’ll pay them twice their amount of cover up to a maximum of £200,000 (on top of their original cover).

  • For four of our full payment conditions if your client is under 55 years of age at the time they are diagnosed with the illness or condition.
  • For ten of our full payment conditions, if the cause of your claim was as a direct result of an accident.
  • If your client has a major organ transplant, liver failure or severe lung disease that meets our definition for one of these full payment conditions.

Diagnosis of a specified neurological condition below age 55

For four neurological conditions in the policy, we pay your client twice (200%) the amount of their cover, up to a maximum of £200,000 (on top of their original cover). This applies if they’re diagnosed under the age of 55.

  • Alzheimer’s disease or other forms of dementia – resulting in permanent symptoms.
  • Motor neurone disease and specified diseases of the motor neurones - resulting in permanent symptoms.
  • Parkinson’s disease – resulting in permanent symptoms
  • Parkinson-plus syndromes – resulting in permanent symptoms

Unique enhanced claim payment for accidents

We have ten full payment conditions where we pay your client twice (200%) the amount of their cover, up to a maximum of £200,000 (on top of their original cover). This applies if the claim is as a direct result of an accident. This is also available under children’s cover.

  • Blindness - permanent and irreversible
  • Brain injury due to trauma, anoxia or hypoxia - resulting in permanent symptoms
  • Coma – with associated permanent symptoms
  • Deafness – permanent and irreversible
  • Loss of hand or foot – permanent physical severance
  • Loss of independent existence – unable to look after yourself ever again
  • Loss of speech – permanent and irreversible
  • Paralysis of limb – total and irreversible
  • Surgical removal of an eyeball
  • Third degree burns - covering 20% of the body or face

Unique organ enhanced payment

If your client meets the definition for one of the three conditions listed below we’ll pay your client 200% of their amount of cover up to a maximum of £200k (on top of their original cover).

  • Major Organ Transplant - from another donor
  • Liver failure
  • Severe lung disease

Unique organ enhancement and our enhanced claim payment (as a result of an accident) also applies to our children’s cover. The child claim payment is doubled up to a maximum of £50,000.


Here are some examples of how these enhanced features work.

Neurological feature

Mr Smith has taken cover of £100,000; he's diagnosed with Parkinson's disease at age 38. He'll receive a payment from us of £200,000.

Mrs Brown, also aged 38 and diagnosed with Parkinson's disease has cover of £450,000. She'll receive a payment from us of £650,000.

Double accident feature

Mr White has taken cover of £100,000 and has to have his leg amputated as a direct result of a car accident. He'll receive payment of £200,000.

Ms Jones has taken cover of £500,000 and suffers a brain injury due to trauma after a horse riding accident. She'll receive a payment of £700,000.

Enhanced Organ Benefit

Ms Rose has taken cover of £150,000 and has to have a kidney transplant and meets the condition definition. He'll receive payment of £300,000.

No one ever wants to imagine their child becoming critically ill or suffering a serious accident. But sadly, it does happen. Our children’s cover is added to your client’s policy automatically and at no additional cost.

If they don’t have children now, they’ll still be covered if they do have a family in the future.

Main features:

  • 85 conditions and treatments covered (20 of these conditions are covered under 1 additional payment condition ‘less advanced cancers’)
  • 0 day survival period requirement
  • Enhanced claim payments*
  • Covered from birth until their 23rd birthday
  • Includes congenital illnesses
  • If your child dies after they are born and before their 23rd birthday or if earlier the end date of your policy, we will pay £5,000 towards the cost of their funeral. The payment is only made once per child, no matter how many policies they are covered under.We won’t make a payment if the cause of death is stillbirth.
  • Access to our legal, medical and counselling support line

When a child is diagnosed with a critical illness or has an accident, the parents often have to take time off work, or even leave work, to focus on looking after them. Often this involves daily hospital visits, child care for the other children in the family, or making adaptions to the home or family car, all of this can have a huge emotional and financial impact.

With LV=, all children are covered including step children and legally adopted children. If your client makes a claim, it’s treated the same as an additional payment e.g. the main policy remains in place for the full amount of cover.

* Our enhanced claim payments for accidents if your clients child suffers with 10 specified conditions or enhanced organ claim payment applies and the child claim payment is doubled up to a maximum of £50,000. Enhanced neurological condition payments are not included under children’s cover.

All of our features are covered in full in our policy documentation.

On this page we outline the relevant product information about LV= Combined Life and Critical Illness Cover, required for distributors under the Insurance Distribution Directive. We set out the product’s target market, distribution strategy, main features, limits, suitability, risks, options and costs.

This information is also available in downloadable pdf format.

Waiver of Premium can be added as a separate policy. Read about our Waiver of Premium product profile.

This is a summary; for full details please refer to the Policy Terms and Conditions.

LV= Combined Life and Critical Illness policy pays out a lump sum if your client or the person insured dies, or is diagnosed with one of the listed critical illnesses in the policy conditions (and survives for at least 14 days) during the term of the policy.

This product is aimed at clients who have dependants who would suffer financially in the event of their death or diagnosis of a specified critical illness. It’s particularly useful for people who have a financial commitment like a mortgage or loan whose financial dependants would still be liable for the debt if they died or were diagnosed with a critical illness.

This product can be sold on an advised basis, face to face or over the phone, but can also be sold on a non-advised basis and bought directly online.

It’s important to regularly review your client’s circumstances and protection needs to make sure their cover is appropriate.

  • Pays a cash lump sum on death, or one of the specified conditions, during the term
  • Covers 87* conditions including 49 full payment, 38 additional payment conditions and 16 definitions providing wider coverage than the standard ABI definitions
  • Enhanced claim benefits for 17 conditions.
  • Children’s critical illness cover automatically included, at no added cost.
  • Level, increasing or decreasing cover.
  • Guaranteed or reviewable premiums.
  • Option to add Total Permanent Disability as a critical illness.
  • Waiver of Premium option.

*20 of these conditions are covered under 1 additional payment condition - ‘Less advanced cancers’.

  • Your client is covered for the conditions and definitions listed in the policy conditions and no others.
  • We’ll only pay one claim for each additional payment condition covered under the policy. However, your client can make a claim under any of the other critical illnesses covered by this policy.
  • We won’t pay a claim if your client dies as a result of intentionally taking their own life in the first 12 months of the policy.
  • This policy is not suitable for clients who want to protect their income should they be unable to work due to accident, sickness, involuntary redundancy or unemployment.
  • There is no cash in value at any time.
  • To make a claim, your client must survive for at least 14 days after being diagnosed (this doesn’t apply to claims for children’s cover).
  • If your client stops paying their premiums, their cover may cease.
  • Reviewable premiums may increase or decrease during the term of the policy. However, the premium is guaranteed not to change for at least the first 5 years of the policy.
  • If your client chooses level cover, it won’t keep up with inflation and could buy less in the future.
  • The minimum term is 5 years and maximum term 50 years. The policy must end before the person insured reaches the age of 80 (for level and decreasing cover) and 70 (for inflation-linked cover).
  • Clients can choose to take out a policy on a single or joint life basis.
  • When a claim is paid for a full payment condition or if your client were to die, the policy would end.
  • On a joint life basis, the policy ends when we pay a claim, when the first person insured dies or is diagnosed with a full payment critical illness condition.
  • If your client is insuring someone else an insurable interest must exist at the start of the policy. A spouse or civil partner is automatically assumed to have an insurable interest.

To apply your client must be:

  • Permanently living in the UK
  • Aged between 17 and 64 (for level and decreasing cover)
  • Aged between 17 and 59 (for inflation-linked cover)

Is suitable for:

  • Providing a lump sum payment if the insured dies or is diagnosed with a specified critical illness
  • Those whose need for cover expires before they reach age 80 (for level and decreasing cover) and 70 (for inflation-linked cover).
  • Clients who need cover for at least 5 years, as this is the minimum term for the policy
  • People who have a financial commitment such as a mortgage or loan, and who have dependants who would be liable for this debt if they died or were diagnosed with a specified critical illness
  • Clients also looking for children’s critical illness cover from birth to age 23

Level cover is suitable for:

  • Those looking to protect an interest only mortgage with a policy that pays out the same lump sum throughout the length of the policy
  • Those looking for certainty that their amount of cover is are fixed for the term of the policy

Decreasing cover is suitable for:

  • Those looking to cover the reducing amount they owe on a capital and interest repayment mortgage or other loans
  • Those looking for a lump sum that decreases in- line with the debt they owe on a mortgage or loan

Inflation- linked cover is suitable for:

  • Those looking for the amount of cover to go up each year in line with the Retail Prices Index (RPI) to keep up with inflation

Is not suitable for:

  • Those looking for cover to pay a regular benefit if they’re unable to work for a period of time due to accident or sickness.
  • Those looking for business protection to cover the loss of a key person, to provide finances to purchase shares of a director or partner in the event of their death, or to cover an interest only business loan. There are other more suitable products tailored to cover these situations.
  • Clients who don’t have any financial dependants.

Level cover is not suitable for:

  • Covering any rising cost to keep up with inflation as the amount of cover will be worth less in the future

Decreasing cover is not suitable for:

  • Covering the debt on an interest only mortgage as the amount of cover will decrease and the mortgage debt will remain the same, so the debt could be larger than the amount of cover in place

Inflation-linked cover is not suitable for:

  • Covering a mortgage debt, as the amount of cover will increase and the mortgage debt will decrease or remain the same, so this could result in clients paying for additional cover they don’t need

Children’s Critical Illness Cover: Is automatically included at no added cost for your client’s children for all of the listed critical illnesses (with the exception of Total permanent disability and Diabetes mellitus type 1) from birth until their 23rd birthday. Children’s cover pays out on diagnosis of a critical illness; there is no survival period required for children. If your client's child dies during the term of the policy we will pay £5,000 towards the cost of their funeral in addition to any payment made for a claim on one of the listed children’s critical illness conditions.

Junior Option: Any child covered under the policy can choose to start a new life and critical illness policy with us without having to go through medical underwriting within 6 months of their 23rd birthday, as long as we have not paid a children's critical illness claim. They’ll have the option to take out up to 50% of your clients cover up to £25,000. Where this option is used under more than one policy, the total combined cover for all new policies using this option is limited to £50,000 for that child. The terms and conditions for the new policy will be based on the policy conditions at the time of using the option (these may differ from the terms and conditions of your clients policy). The amount your child pays for their policy will be based on their age and smoker status at the time of using this option.

Additional Payments: This product also provides cover for 38** less severe conditions. Where we'll pay an amount equal to the lower of 50% of cover or £30,000. If a claim is paid for an additional payment, your clients full amount of cover remains in place. For more details, refer to the Policy Terms and Conditions.

**20 of these conditions are covered under 1 additional payment conditions - ‘Less advanced cancers’.

Enhanced Payments: These are conditions where we will pay twice the amount of cover. The maximum payment your client can receive on top of their amount of cover is limited to £200,000 For ten of our full payment conditions, if the cause of their claim was as a direct result of an accident. For four of our full payment conditions if your client is under 55 years of age at the time they are diagnosed with the illness or condition. If your client has a major organ transplant, liver failure or severe lung disease that meets our definition for one of these full payment conditions.

Cost of diagnosis of cancer: If your client's condition and treatment meet the criteria for any of the cancers covered by this policy (and are not listed as an exclusion in their policy schedule) we’ll pay them £1,000 when we receive evidence of their cancer diagnosis. We’ll just need a copy of the diagnosis letter from their consultant showing the histological classification of the cancer and details of their proposed treatment. Receiving this payment doesn’t guarantee we’ll go on to pay your client's claim under a full payment condition or an additional payment condition as their final diagnosis and actual treatment may not meet the definition of the condition they're claiming for. This payment doesn’t reduce the amount of cover.

Guaranteed Increase Options: Your client can increase the amount of their cover and in some cases replace their policy with a new policy without completing a full application, if certain events happen and they are eligible. If your client changes the amount of their cover using one of the options below, their premium will also change to reflect this. The premium will be based on the age and smoker status at the time of change.

Your clients can increase their cover for each of these life events:

  • an increase in their mortgage as a result of moving home, or home improvements
  • an increase in their rent as a result of moving into a new rental property or as a result of an increase imposed by the landlord
  • marriage or civil partnership
  • birth or legal adoption of a child
  • their basic salary increases by more than 10%
  • significant career progression if there's an increase in basic salary of at least 20%.

For more details and general limits, refer to the Policy Terms and Conditions.

Member benefits: By taking out this product your client will also agree to become a member of Liverpool Victoria Financial Services Limited (LV=). As LV= is a mutual we are owned by our members, which means our members have a say on how the company is run. Our members also get access to a range of benefits including a Member Care Line which offers counselling, medical advice and legal advice, as well as discounts on General Insurance products offered by LV= General Insurance Group, a subsidiary of Allianz Holdings plc. To see the full range of benefits, and any conditions that apply, visit LV.com/members. Member benefits are non-contractual and can be changed or removed at any time.

LV= Doctor Services: All new policyholders have access to a number of medical services and advice which can be accessed via one simple app or phone call, at no added cost. These include virtual GP consultations, prescription and second opinion services, remote physiotherapy, remote psychological services and discounted health MOT’s. These benefits are non-contractual and can be changed or removed at any time, and conditions apply. For more details visit LV.com.

Waiver of Premium: Your client can add waiver of premium when they take out their policy, or once it is in place. We set this up as a separate policy and an additional cost. For more details, refer to the Waiver of Premium Product Profile and Waiver of Premium Policy Terms and Conditions.

Total Permanent Disability: can be included and at an additional cost, at outset as a critical illness condition. This will cover your client if as a result of sickness or accident they are left unable to do the main aspects of their normal occupation and are never expected to be able to do so again. For more details, refer to the Policy Terms and Conditions.

The policy premium also includes a fee, which is a fixed monthly amount, to cover administration and support costs.

LV= Doctor Services is provided by Square Health Limited. This service is not regulated by the Financial Conduct Authority or Prudential Regulation Authority.

Read below a summary of the relevant product information about LV= FPP Waiver of Premium, in accordance with the Insurance Distribution Directive. Designed to help you make an informed decision and comparison for your client, we set out the product’s target market, distribution strategy, suitability, main features, risks, options and costs.

The waiver of premium product profile is also available in downloadable pdf format.

This is only a summary of the product features. For more information please read the Policy Summary and Policy Conditions.

Waiver of Premium forms part of the Flexible Protection Plan and is designed to pay the premiums for all policies (with the exception of Relevant Life Cover) under their plan, if the person insured is unable to work due to accident or sickness for longer than the waiting period.

The waiting period for this product is set at six months, unless it includes Income Protection or Personal Sick Pay, where the waiting period will match the one chosen for that product.

Waiver of premium is suitable for a client who would suffer a drop in their income, and as such would potentially be unable to pay for the premiums in their Flexible Protection Plan if they were unable to work due to sickness or an accident. The target market varies for each of the products within the Flexible Protection Plan, so it is recommended to refer to the specific products for further information.

Waiver of Premium cannot be set up as a standalone policy.

To ensure your client receives the right level of protection, we believe this product should be sold on an advised basis, face to face or over the phone.

It’s important to regularly review your client’s circumstances and protection needs to make sure their cover is appropriate.

  1. Pays FPP plan premiums on policyholder's behalf if they're unable to work due to sickness or accident
  2. Based on own 'occupation cover', or 'homemaker cover' definition
  3. Once the person insured reaches 70, regardless of how they were being measured, the basis changes to work tasks measures. This means they are totally unable to carry out 3 or more tasks from a list of everyday activities.
  4. Standard waiting period of 6 months. Except where Waiver of Premium is attached to an LV= FPP Income Protection or Personal Sick Pay policy. In which case, the Waiver of Premium policy will adopt the waiting period the client has chosen for IP/PSP.
  1. The product does not pay out an actual cash amount, instead the client's FPP premiums are waived
  1. There is no cash in value at any time
  2. If your client stops paying their premiums, their cover may cease
  • The minimum term is 5 years. It will end once all of the policies included in the Flexible Protection Plan have ended, or if earlier once the person insured reaches age 85.
  • Clients can choose to take out a policy on a single or joint life basis
  • On a joint life basis, the policy will only waive the premiums for the FPP plan once, if either of the people insured are unable to work.
  • If your client is insuring someone else an insurable interest must exist at the start of the policy. A spouse or civil partner is automatically assumed to have an insurable interest.
  • The cover will be the total premium your client pays for all of the policies included in the Flexible Protection Plan
  • The cover will automatically go up if any of the policies with inflation-linked cover are included in the plan
  • If any new policies are taken out or existing policies are altered, we will normally extend Waiver of Premium to cover the new plan premium

To apply clients must be:

  1. Permanently living in the UK
  2. Aged between 17 and 59
  3. If they are insuring someone else, they must meet these requirements. If they are insuring two people both must meet these requirements.

There are no options or additional benefits.

Details

Life and Critical Illness cover

Waiver of Premium

Additional features

  • Children's critical illness cover
  • Member Care Line
  • Business Protection cover
  • Junior Option
  • LV= Doctor Services
  • Cost of diagnosis of Cancer
  • Guaranteed Increase Options
  • Additional Payments
  • Enhanced Payments
  • Total Permanent Disability

N/A

Type of payment

Lump sum/s including our additional payment claims

Pays monthly premiums after a waiting period

Types of cover

Level/decreasing/inflation-linked

N/A

Term

Between five years and 50 years

To age 69 or the end of the plan term if earlier

Minimum age attained at entry

17

17

Maximum age attained at entry

59 years - inflation-linked cover

64 years - level/decreasing cover

59

Maximum age attained at end of policy term

69 years - inflation-linked cover

79 years - level/decreasing cover

69

Minimum premium

£5 a month

Based on the total plan premium

Premium types

Reviewable or guaranteed

N/A

Eligibility criteria

Your client must be a permanent UK resident

Your client must be a permanent UK resident

Number of Critical Illnesses covered

87 (20 of these conditions are covered under 1 additional payment condition – ‘Less advanced cancers’)

N/A

Other options

Business Protection cover

N/A

There are many reasons for Life and Critical illness insurance, but the main reason many of your clients may take a policy is to make sure the people that rely on them are taken care of. This could be making sure they have a place to live, to provide for their children/dependents or make sure financial responsibilities are met. But it can also be there to help cover the medical costs involved in treatment or even modifying the home or equipment to adjust to their new life.

How long?

The protection should be in place for as long as it's needed; any longer and the policy will be more expensive than it should be. Consider what your clients are looking protect and when these obligations will end.

For example, if they want to secure the family home then the policy should end when the mortgage is due to be repaid. If your client has children, consider having the policy run until they are grown up and no longer need financial support. Your client may also consider having the policy until retirement and beyond to make sure the financial strain on their partner is covered.

How much?

Consider how much your client's family is going to need each year to stay comfortable and consider the impact of inflation as level cover won't keep it's value over time.

Affordability of the monthly premiums may also be a factor, and the options on the plan will change the price the clients pay.

Factors that impact the cost of the premiums:

  • the clients' ages
  • the term of the cover
  • if it's decreasing (cheapest), level or inflation-linked (the most)
  • if they smoke
  • loadings because of medical/lifestyle factors and BMI
Tips to reduce the costs

Health and lifestyle

Although many historical medical factors can't be changed, there are some basic improvements your clients can make to make their premiums cheaper.

Giving up smoking is a clear saving, but it's worth bearing in mind that we consider a smoker that has smoked tobacco products (including patches or gum) in the last 12 months so it might be inconvenient to stop smoking in time to take life insurance! If your clients do quit smoking at a later date, you or your client can speak to our existing customer team to adjust their policy.

If your client is interested in quitting, the NHS has support plans and services to take a look at. NHS Smoke free support

However, one factor that surprises clients is the Body Mass Index (BMI). The ratings vary by age and to find out if a rating is applicable visit our Pre-underwriting tool or get in touch with our underwriting support team.

If your client is looking to improve their weight then the NHS has a BMI calculator and weight loss steps your client can follow. If they need help of support groups they could also consider subscribing to services like weight watchers or slimming world to help them through it.

Take a joint life plan

Taking joint cover is cheaper than two single life plans because it pays out on first-death. When this happens, the money should pay for whatever it should be used to cover (for example, the mortgage) so additional funds from a separate policy may be unnecessary.

Tinker with the options

Some options are more expensive than others, and having some protection in place is better than none. For example, a level plan will be cheaper than inflation-linked, with the down-side being that it won't keep the same buying power in the future. However, if it fits your client's budget, then it will be easier to get the cover in place.

Great reasons to choose LV= for Critical Illness

Strong claims performance

Strong claims performance

Making sure your client has a successful claim is as important to your client as it is to you. Your clients get vital financial help when they need it most and you feel confident in the provider you recommended.

We’re proud of our performance with 88% of critical illness claims paid and a £23m total claim value paid in 2019.

Better underwriting

We know advisers are not usually medical experts so we help out as much as we can. This means you can concentrate on providing the best financial advice for your client.

  • We have no standard exclusions on our income protection plans making it straightforward to explain to your client.
  • Our online application system is powered by a strong, intelligent underwriting rules engine which means that you're more likely to get an instant decision.
  • We pay for medical underwriting (except medical certificates such as sick notes).
  • We have a dedicated underwriting hotline to help you iron out any potential issues your client may have.
Value add services

LV= Doctors services

LV= Doctor Services gives your clients access to six medical services via one simple app or phone call.

  • Remote GP
  • Prescription Services
  • Second Opinion
  • Remote Physiotherapy
  • Remote Psychological Services
  • Discount health MOTs

Member benefits

Every client who is covered by one of our personal or business protection and retirement products automatically becomes a member of LV=. This means they are entitled to a range of added benefits and support. These include free and unlimited access to our 24/7 confidential member helpline and discounts on a number of LV= insurance products.

Our LV= member helpline gives you 24/7 access to health advice, counselling services and expert legal advice.

Suitability wording
 

We’ve produced a range of template paragraphs that are designed to describe generic features of each type of policy, as well as the specific benefits of our own products. You can use and adapt these paragraphs to help construct your own Suitability Letters.

A good suitability letter is:

  • your opportunity to justify and reinforce the reasons for your advice and recommendations
  • an excellent opportunity to document unmet and future needs and the importance of ongoing review discussions
  • your record of the discussions held and the recommendations made/not made and why

It should be clear, fair and not misleading. It should be personal, explain the reasons why a recommendation has been made and how it meets the customers needs and objectives. It should highlight any risks involved.

LV= has taken care to ensure the accuracy of the information at the time of issue but does not accept liability resulting from your use of it.

Risk Reality Calculator

Support your discussions with our Risk Reality Calculator

Screenshot of the Risk Reality calculator

Risk Reality Calculator

Online tool to help your clients grasp the importance of financial protection

Underwriting support

Pre-underwriting helpline

Go straight through to our underwriters who can quickly answer questions like exclusions or loading.

Email: [email protected]
Call: 0800 678 1893
8:30am to 6:30pm Monday to Friday
TextDirect: first dial 18001

Tele-interview service

Our underwriters may need more information about a particular disclosure.

Our team of friendly, fully trained UK based tele-interviewers, will call your client to gather details of their health and medical history so we can assess their application. This usually takes between 20-30 mins.

You can read our Tele-interview guide to help prepare for ain interview.

Tele-interview booking service

You or your client can book a tele-interview appointment with us directly online within 30 mins, without having to contact our new business team.

  1. It's usable as soon as you have the policy number.
  2. It shows all of the appointments available.
  3. You can book appointments as early as an hour after submission or up to seven days in advance.
Pre-underwriting tool

What is it?

Our Pre-Underwriting Tool, part of Fastway, allows you to enter illnesses and conditions (disclosures) giving instant, indicative underwriting decisions at any time.

Where to find the tool

  1. Log into Fastway
  2. Choose "New Pre-UW Enquiry" at the top of the page
  3. Refer back to the decision by accessing the record’s unique ID in your Fastway dashboard
Underwriting and financial limits

Age next birthday

PSR*

Cotinine**

GPR

ME

HIV

BIOCHEM

PROF

HbA1c

EXECG

To age 35

£450,001

£600,001

£600,001

>£1m

>£1m

>£1m

N/A

N/A

N/A

36-40

£400,001

£600,001

£600,001

>£1m

>£1m

>£1m

N/A

N/A

N/A

41-45

£350,001

£500,001

£500,001

£750,001

>£1m

£750,001

N/A

N/A

N/A

46-50

£250,001

£500,001

£350,001

£650,001

>£1m

£650,001

N/A

N/A

N/A

51-55

£150,001

£200,001

£150,001

£400,001

>£1m

N/A

£400,001 ***

£400,001

>£1m

56-60

£100,001

£200,001

£100,001

£400,001

>£1m

N/A

£400,001 ***

£400,001

>£1m

Over 60

£50,001

£200,001

£75,001

£400,001

>£2m

N/A

£400,001 ***

£400,001

>£1m

* PSR not required if ME required. ** Cotinine required on non smokers only. *** PSA included.

Make a claim

Making a claim on behalf of your client

You can contact us in the following ways to notify us that your client wishes to make a claim;

  1. phone: 0800 756 5869
  2. email: [email protected]
  3. post: LV= Health Claims Team, Emperor House, Grenadier Road, Exeter Business Park, Exeter, EX1 3LH

The information we need

For most claims, we’ll send your client a claim form. This should be completed, and include the name and contact details of your client's GP or medical specialist, as well as any supporting medical or financial evidence requested in the claim form. We may also ask for:

  • Basic details of the reason your client is unable to work.
  • Financial evidence as detailed in the claim form.

Paying the claim

  1. We’ll keep your client (and you) informed throughout the claim.
  2. We'll contact your clients GP or medical specialist directly to follow up on any outstanding requests for medical evidence.
  3. We’ll let your client know if there’s anything they can do to speed up their claim payment.
  4. We’ll normally pay the claim within 48 hours of receiving all the required evidence and making a final decision.
  5. We offer your client free access to a medical second opinion from one of the UK’s biggest networks of medical professionals through LV=’s partner Square Health.
Claims performance

88% of Critical Illness claims were paid in 2019

Here at LV=, we offer a clear and fair approach to paying claims, as we believe anyone can be affected by long-term illness – regardless of age or lifestyle. Take a look at our full 2019 claims performance.

Protection summary 2019

Critical Illness

Total value of claims paid

£23m

Average annual benefit/payment

£71,296

Highest annual benefit/payment

£534,775

Average age of policy at claim

7 yr 6 mths

Ave. age customer at claim

Critical Illness

Male icon

Male

51

Female icon

Female

47

An icon of a man and lady

Youngest customer

29

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Contact us about Critical Illness

Quotes and questions: 0800 678 1890

Connect with us

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FOR UK FINANCIAL ADVISERS ONLY
LV=, County Gates, Bournemouth, BH1 2NF, UK