LV= team helps holidaying customers, wherever they are

3 minutes

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Whether you’re holidaying in Milan or Margate, if your car’s insured with LV= and you need help in a hurry, the LV= customer support team is on hand.

  • LV= went above and beyond to help holidaymakers affected by floods in the South of France
  • 70mph winds in Dover caused damage to passengers’ parked cars; LV= claims team got to work before they were even off the ferry
  • Family car caught fire in a safari park lion enclosure, LV= put things right and paid for another day out

The LV= team strives to go above and beyond for our customers.

At LV=, we love to exceed our customers’ expectations when they need help. Our customer support and claims teams take pride in going the extra mile to help holidaying customers, like they did for these unlucky travellers. 

Flash flooding in France

In October 2015, violent storms and flash flooding in the French Riviera caused water levels to rise to waist height in a matter of minutes. Gushing water swept parked cars down the street, forcing them to collide with other cars, photos posted on social media showed utter devastation. 

Knowing the south of France is a popular holiday destination for Brits, members of the LV= Claims teams in Ipswich and Brentwood leapt into action and began to contact customers  they thought may be affected.

Six LV= customers had been caught up in the chaos, their cars significantly damaged by being submerged or swept into other vehicles. One of the unfortunate families even had to be airlifted off the roof of their caravan as it was totally submerged. 

Happily, our Claims specialists were on hand to arrange courtesy cars, re-book ferry crossings and offer settlement figures for written off vehicles.

Having to make a claim because of an incident on holiday can be stressful. We were delighted to be able to help our customers following the weather in France.

Dover storms affect cross channel passengers

In the winter of 2014, strong winds caused more than a rough crossing for some unlucky passengers arriving at Dover.

Many cars left at the cruise terminal had been damaged by the severe seas breaking over the pier, caused by high winds. 

Thankfully, twenty seven of the passengers' cars were insured by LV=, who were the first insurer on the scene to offer help the moment passengers docked. An LV= helpdesk was set up to meet customers as soon as the Braemar docked, where the experienced team did their bit to get them back on the road as quickly as possible. For the 13 customers whose cars were written off, LV= had already arranged hire cars to be ready for them so they could get home safely. 

Trapped in the lion’s den

It started as a typical family outing on Good Friday to Longleat Safari Park. That is, until the family car burst into flames whilst driving through the lion enclosure, and the family of three were forced to evacuate and wait for help, while surrounded by lions.

Helen Clements and her two children Charlie,12 and George, 9 thought the car had simply overheated, but soon, smoke was coming from under the bonnet.

Thankfully, the lions kept their distance, rangers were alerted to the fire, the enclosure was evacuated and the lions cleared away. The car fire was soon contained and none of the passengers or lions were harmed.

Helen and her family are now able to look back on the matter and laugh. Our friendly claims team gave them a little bonus to pay for another (hopefully more sedate?) family day out. Perhaps next time stick to a nice National Trust stately home, Helen!


All content is approved by our in-house advisory board of experts.