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Supporting your clients' health with enhanced LV= Doctor Services

LV= Doctor Services

Confidential, expert medical advice

When it comes to your client’s health, we know they want the best and as the UK healthcare system continues to change and our lives get even busier, the need for quality, convenient medical services has never been greater.

We want to add further value to your clients’ policy with us, and to your recommendations. That’s why all new clients will get access to LV= Doctor Services at no extra cost, giving them fast and convenient access to expert medical services.

We’ve recently added three additional services for your clients to benefit from, including Remote Physiotherapy and Remote Psychological Services as well as offering discounted health MOTs. These new services will also be available to clients who can already access LV= Doctors Services.

LV= Doctor Services is included for new clients with the following products:

Personal Protection

  • Life and Critical illness
  • Income Protection
  • Personal Sick Pay
  • Family Income Assurance
  • Gift Inter Vivos
  • Life Protection


  • Personal Pension
  • Self invested personal pension
  • Drawdown
  • Fixed Term Annuity
  • Guaranteed Income Drawdown
  • Equity Release (Flexible Lifetime Mortgage and LumpSum+)
  • Flexible Guarantee Bond
  • Flexible Guarantee Funds

Business Protection

  • Key Person Cover
  • Share & Partnership Protection
  • Relevant Life Cover

The employees insured under the business protection policy will get access to LV= Doctor Services, not the policyholder.

LV= Doctor Services gives your client or the insured employee access to five expert medical services in one app, as well as discounted health MOTs which can be arranged by calling Square Health. All they have to do is download the LV= Doctor Services app to their smartphone or call 0333 577 7105 to get quick and convenient access to a leading network of over 5,000 UK doctors and specialists whatever their medical concern, wherever your clients are.

LV= Doctor Services is a confidential service powered by Square Health and medical data will not be shared with LV=.

This service is a non-contractual benefit and can be changed or removed at any time.

What services are available?

Remote GP
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24/7 access to a UK doctor to talk through any health or medical concerns by video or phone consultation up to five times a year.

Prescription Services
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Get a private prescription without the need for your client to visit their local GP.

Second Opinion
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Check a diagnosis and get advice on treatment options with a UK medical specialist by video or face to face consultation.

Remote Physiotherapy
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Get five free sessions with a trained UK physiotherapist and receive a bespoke treatment plan through video consultations.

Remote Psychological Services
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Get access to five free sessions of mental health support including counselling and cognitive behavioural therapy from a network of highly trained therapists.

Discount health MOTs
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Benefit from 25% off health MOTs - a service that provides an assessment of overall health, identifying any health risks and areas of improvement.

Your clients' children up to age 16 are covered for the Remote GP, Prescription Services and Second Opinion services, where your client is the parental guardian.

Why LV= Doctor Services

As the UK healthcare system continues to change and our life expectancy continues to be on the increase, LV= Doctor Services puts your clients in control and helps to keep them healthy for longer.

What's in it for you and your clients?

For you
  • Demonstrates the value of your advice
  • Help you to justify your product recommendations
  • Supports your clients beyond the product with access to expert medical services
  • Help build long term relationships
For your clients
  • The services are confidential
  • Simple to use – one app, five services
  • Easy access to leading medical experts
  • Convenient to book an appointment from home, whilst at work, or on holiday
  • UK based health professionals
  • Benefit from discounted health MOTs

These services will justify the value of your advice and product recommendations as we include the services in the contract at no added cost.

How to use the LV= Doctor Services

It’s really easy for your clients to keep a check on their own health, as well as their children’s (up to age 16) with LV= Doctor Services:

  • Simple to use - one app, five services downloadable to a smartphone device
  • Easy access – to a leading network of over 5,000 UK health and medical professionals and specialists
  • Serious illness or everyday health concern – get expert, confidential medical advice for whatever your clients are concerned about
  • Convenient – your client can see a doctor or specialist from the comfort of their home, at work, or whilst away on holiday, without the waiting room
  • No added cost – included with all personal protection policies bought through an independent financial adviser for all new customers
  • Access to discounted health MOT's via our LV= Square Health advice line
  • Appointments available for discounted MOTs between 8am – 7pm Monday to Friday and Saturdays 9am – 1pm (excluding bank holidays).

Watch our short video on how to use the Doctor Services app

About our partner, Square Health

Square Health logo

Founded by practising doctors, Square Health provides expert medical services using the latest online technology. With one of the largest networks of over 5,000 UK medical professionals, including doctors and healthcare specialists. Each Square Health practitioner is highly trained and experienced, as well as being registered with the General Medical Council (GMC). They are all based in the UK. Square Health is also registered with the Care Quality Commission (CQC) and also follows the National Institute for Health and Care Excellence (NICE) guidelines.

Remote GP

Our Remote GP service gives your client access to a large team of practising UK doctors to talk through any health issues or medical concerns they may have, without the waiting room or travelling to their local surgery.

How does it work?

Your clients can book an online appointment at a convenient time usually available within two hours, up to five times a year.

Why use the Remote GP service?
  • Treat everyday illnesses – such as allergies, flu or skin conditions, which can still cause major discomfort.
  • Refer your client to a specialist – to see a specialist or medical professional face-to-face in your clients local area, for example: for diagnostic or pathology investigations.
  • Provide a diagnosis – able to receive information, advice and a clear course of action for any serious illness.
Top treatment areas
  • Cold and flu
  • Mental health
  • Sickness and diarrhoea
  • Sports injuries
  • Back problems

Prescription services

During your client’s GP consultation your client may be offered a prescription for a recommended course of treatment.

How does the Prescription Service work?

Once the prescribing GP agrees on your client’s medication, they can choose whether to have their private prescription:

  • Emailed
  • Posted first class
  • Sent directly to a local pharmacy to collect; which is usually ready within 1-2 hours.
Icons depicting email, post and pharmacy collection
Why use Prescription Services?
  • Simple – can be used for new or repeat prescriptions.
  • Convenient – the prescription will be emailed to your client, or sent to a local pharmacy for collection.
  • Fast – no waiting time spent at your clients surgery, so they can get the medication they need and fast.

How much does it cost?

There is no additional charge for accessing the prescription service, however when the client has received the prescription there will be a cost for the medicine rather than the prescription itself.

Any costs will be explained to your client by the consulting GP, before going ahead and where possible, a non-branded, cheaper alternative may be offered.

What is included in the service?


Access to our Private Prescription service

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GP consultation by video/phone

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Your private prescription

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Your private prescription medicine

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Making a difference to your client’s everyday lives

Doctors are one of the most trusted professions in the UK, so it’s reassuring to know that with LV= Doctor Services, your clients will have access to a leading network of over 5000 UK doctors and medical specialists via Remote GP.

Whatever their health issue or medical condition, your clients can speak to a UK expert medical practitioner or specialist whether at home, at work, or on holiday - without the waiting room and from wherever they are in the world!

The Remote GP and Prescription Services covers your clients and their children (up to age 16). To help get you clients started, they just need to simply download the LV= Doctor app to a smartphone device.

Second opinion

If your client or their children have been diagnosed with a medical condition and they’ve had the results, they may still have questions around their diagnosis and the course of treatment recommended.

Our Second Opinion service is there to review a diagnosis, help clarify any unanswered questions and to help your clients understand the treatment options available. It may not mean that their diagnosis is changed, but it could help to provide reassurance that the initial diagnosis is right.

An expert specialist is specially selected for the consultation and will be chosen to best match the client’s diagnosis or medical condition.

This service is also available to everyone at claim, as long as your client holds a current personal or business protection policy with LV=.

How does it work?

If your client has access to LV= Doctor Services, they can select the Second Opinion service via the app. If your client is using the service following a protection claim, they will be given the telephone number to contact the support team at Square Health at the point of claim.

Before a consultation is confirmed, a full review of your client’s diagnoses or medical condition is required. The review will need your client to request their medical records from their GP and any specialists seen to date. Square Health can guide your client on how to do this and there may sometimes be a charge, depending on the GP surgery.

Once all the medical records are received by Square Health, your client will be offered a video or face-to-face consultation, normally within seven working days.

Why use the Second Opinion service?
  • Confirm a diagnosis – once their medical information has been reviewed, a diagnosis will be confirmed, with guidance and advice on the treatment options available.
  • Includes mental health - it’s likely the specialist will recommend a follow up face-to-face consultation with a specialist or consultant, to best treat the diagnosis and in your client's local area.
  • Reassurance – the advice and guidance can help to answer any outstanding questions, or provide reassurance that your client may have.

Claire's story about our Second Opinion service

So, for the last four or five years I've suffered with really bad chronic migraines and headaches, which has kind of been impacting my life quite substantially.

So around 70% of the time I'd broadly spend with some sort of, you know, sore head, whether it be as powerful as a migraine or you know, just maybe a background headache.

Saw about five or six different consultants, tried about eight different types of medication. It brought me to the point where Botox was then kind of suggested as something that might be able to help.

So I went ahead and had the appointment. It lasted for about an hour. It's the process of having around 35 to 40 needles input all around my head.

I know I've got my protection products with LV= and I have benefits through having those products and one of them is a Second Opinion service through Square Health. So, all in all it took a couple of weeks to do and then I was off to see a new consultant in London.

So, this consultant specialises basically in just migraines and headaches and he's renowned within the UK for the kind of the work that he's done.

It was great that they had put me in touch with someone that kind of really knew what they were talking about and really knew their stuff after going around the house quite a bit for the last four or so years. What had been an hour-long horrible process before actually took maybe six seven minutes.

He literally got me in and you know he obviously knows what he's doing and has done it, you know many a time because it was just a smooth painless free process which was completely different to the two other experiences that I had.

The initial consultation was free and Square Health meet the costs for you. If you then decide to take up any treatment with the consultant it would then be down to you to pay for that. I kind of feel that in my case it's a small price to pay to get a better quality of life.

You get to see the right person, you know, for the right condition, and actually I've seen massive improvements as a result of it, and also having a definite confirmed diagnosis which also helps. It is worthwhile getting a second opinion just to check. And you know I'm so so pleased that I did because now I've got, you know, the right treatment in place in place that's helping me that improving my quality of life but also by having that confirmed diagnosis as well.

Top treatment areas:

  • Cancer
  • Heart and Cardio-vascular
  • Hip complaints
  • Knee complaints
  • Mental health

Remote Physiotherapy

With our Remote Physiotherapy Service, your clients can have access to up to five remote physiotherapy consultations (per year) with a physiotherapist, without the need for GP referral. This includes diagnosing, treating and rehabilitating any musculoskeletal pain or injuries such as back pain, sports injuries or sprains.

How does it work?

Using the app by smartphone, your client can arrange a video consultation, and get an initial assessment by a qualified physiotherapist. The physiotherapist can then offer advice and work with your client to develop a bespoke treatment programme, this may include an exercise plan accessed through the app. If needed, your client may also be sent an information pack and equipment to support their treatment, such as a foam roller and exercise bands.

The remote appointments can be arranged at a time convenient to them, removing the need to take time out of work for their treatment, preventing disruption to their everyday life.

Helping your client get back on their feet

We know that suffering from injuries or strains, such as back pain, can be really debilitating for your client. Musculoskeletal conditions were among our top causes for claims in 2019, with many needing to take prolonged leave from work.

With the Remote Physiotherapy Service, your client is able to start treatment much more quickly than through the NHS, and without the costs associated with private healthcare. The earlier intervention also prevents their injury getting any worse, making a full recovery much more likely.

Remote Psychological Services

Your client’s mental health is just as important as any physical sickness or injury. That’s why we now have a dedicated service to provide mental health support to your clients. With 1 in 4 adults in the UK suffering with mental health conditions we wanted to provide great services which add value to your client’s lives.

Through the LV= Doctors Services app your client can get remote emotional and behavioural support from a qualified therapist, who are trained to offer counselling, cognitive behavioural therapy (CBT) as well as other mental health treatments.They can get up to five consultations a year with a specialist, helping them to address any mental health concerns.

How does it work?

Your client can arrange an initial consultation through the LV= Doctors Services app on their smartphone, and speak to a qualified counsellor, therapist or psychologist via video or a phone call. Based on your client’s needs, a treatment plan is developed, and may include an online programme, for example online CBT sessions. The therapist is also able to refer your client for a face to face consultation if needed.

Common treatment areas include:

  • Anxiety, panic and phobia
  • Depression
  • Substance abuse
  • Obsessive compulsive behaviour
  • Post-traumatic stress disorder
  • Sleep disorders
  • Eating disorders

Support for your clients when they need it most

In 2019 we saw mental health conditions were among our top causes for claims which is why we understand the need for quick, convenient and expert support. With the Remote Psychological Service, your clients are able to speak to a professional much more quickly than through the NHS. This means they’re able to get support as and when they need it, preventing your client’s mental or emotional wellbeing getting worse.

Discounted health MOTs

We want to help your clients improve their health and wellbeing. As part of LV= Doctor Services, your clients can now get 25% off three different health MOTs.

By having a health MOT, your clients can track their current health, identify potential health risks, and better understand their body. They’re then given recommendations based on their results; this may include changes to their diet, physical activity level, lifestyle habits and stress management.

How to access the service

To receive a discounted health MOT, the policy holder or life insured will need to call Square Health on 0333 577 7105 and quote their LV= policy number.

The different options available

Your client can choose from three different health MOTs, which vary in comprehension and price.

Health markers:

LV= Snapshot
(looks at over 20 health markers)

LV= Well
(Looks at over 35 health markers)

LV= Well+
(Looks at over 50 health markers)

Kidney health

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Bone health

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Gout risk

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Diabetes risk

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Cholesterol status

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Liver health

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Anaemia risk

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Blood Cancer risk

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Clotting status

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Lung function

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Thyroid health

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Nutrition consultation

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What does it involve?

Your clients will have a range of assessments carried out by a medical professional at a surgery at a time convenient to them. The type and number of tests your client has will depend on the Health MOT they choose and whether they add optional extras. The assessments could include:

  • Health questionnaires
  • Body measurements (weight and height)
  • Blood pressure checks
  • Blood samples

How much does it cost?

MOT type

Normal cost

LV= members price
(25% discount)










Protecting businesses and their employees

Business owners already invest in protecting other elements of the business, like property and stock, but industry research suggests only 26% of SMEs protect their most valuable assets, their staff and business owners.

At LV=, we’re committed to supporting small businesses, through quality protection and market leading value added services.

LV= Doctor Services is included as part of our business protection policies at no extra cost

We’ve now added LV= Doctor Services onto any new business protection policy. When your client takes out a business protection policy with us, it will entitle all life insured to access LV= Doctor Services. The life insured will get access to six medical services to support the issues which matter to them such as Remote GP, Remote Psychological Services and Remote Physiotherapy Services. This means, business owners can support their employees to take care of their health, whilst looking after their business.

How does it help businesses?

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In the UK, its estimated that businesses are losing £77.5 billion a year due to ill health associated productivity loss (Britain’s Healthiest Workplace study, 2018). This is no surprise; as with our lives getting busier, our own health becomes less of a priority. Many of us avoid the doctor due to time and lack of convenience letting their illness and work productivity suffer.

LV= Doctor Services enables the life insured to get a quick GP appointment at a time that’s convenient to them. By simply downloading the LV= Doctor Services app to their smartphone, they can book an appointment (normally within 2hrs) anywhere, at home or at work, meaning they can make time for their health around their busy lives. This reduces stress for your clients and the life insured as they can start making steps to improve their health and will increase overall productivity for the business.

Over 11% of all sickness absence days in the UK are due to mental health conditions and with poor mental health support and long waiting times this could rise. With our Remote Psychotherapy Services, the life insured could get the support they need to help treat their mental health without the wait times and costs of private treatment, reducing the need to take time off work increasing productivity within the business.

More reasons to choose LV= for business protection

We understand the need for value added services, which is why we offer our clients more when they take out one of our business protection policies.

Here’s a reminder of what else your client will get with LV= Business Protection:

  1. LV= Business Care – designed for small businesses and provides free legal, tax and VAT advice
  2. Tools and support – which includes case studies, literature, business protection tools and calculators
  3. Support from our specialist business protection team on training, applications and underwriting queries
  4. Member care line - 24 hour health advice, a counselling service and personal legal advice
  5. And now, LV= Doctor Services

Find out more about LV= Business Protection.

LV=, County Gates, Bournemouth, BH1 2NF, UK