Frequently Asked Questions

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Claims

How do I make a claim?

What information do I need to make a claim?

Full driving licence details – date of birth, date passed, any convictions
Accident circumstances
Policyholders VAT Status
Images of the accident itself showing vehicle’s stopped positions (will help with liability decisions) and the TP/TP vehicle involved.
If the client is using a non-approved garage, we need either: An estimate sent via Audatex to provider code LVRCV or a fully detailed cost estimate (breaking down labour times and rates, parts, paint and materials etc) on the garage’s headed paper, and good images of the damaged areas to show the damage they are repairing.
How the hire (self-drive hire only) was paid (Cash, Cheque, DD)

Will the policyholder be provided with a courtesy car?

Will the policyholder need to pay VAT on repairs?

Why do storage and recovery costs sometimes not get paid by LV= or get deducted from total loss settlements?

Each case is reviewed on its own merits however…

Recovery: We will only pay for one recovery cost (the ﬁrst recovery). If the vehicle has been removed from the accident scene by the police please contact us immediately so that we can arrange free collection of the vehicle from the recovery site.

Storage: We will only pay for storage that we are liable for (i.e. due to delays caused by us). We will not pay any storage which has been incurred due to late reporting of the claim or due to delays caused in advising us of the vehicle location.

Why don't we receive new claim notiﬁcations?

How do I get access to the Broker Portal?

Which claims updates are available on the Portal?

All Personal Lines motor and home claims that meet the following criteria;

Claim status Open

Claim status Closed, Date Closed within the last 7 years and Date Updated within the last 3 years

Updates are made daily to the Claims Tracking dashboard by 8:30am
LV= Approved Repairer Network updates are now included for motor claims where available

All claim updates are subject to obfuscation following our GDPR business rules, or an individual exercising their ‘right to be forgotten' as outlined by the ICO.

Please note, Commercial Lines claim updates are not available via the Portal and must be obtained by contacting our claims team directly. Contact Commercial Claims.

The Insured wishes to use their own choice of repairer, is that ok?

The Insured has a dash camera ﬁtted in the vehicle, how does this help the claim?

We use an accident management company on all of our claims but LV= refuse to speak to them, what do we do?

How long do we get to investigate liability claims?

Can we give advice on a claim?

What happens if we do not manage to complete our liability investigations with in the 40/30 days?

Do I need to report all incidents even if a formal claim has not been received or expected?

COVID-19 General

Are you still providing a 24/7 claims service?

Is there any change to the service you are providing by your Broker Support Team?

If there is temporary change in occupation, is this covered?

If our customer becomes temporarily unemployed, is this covered?

If our customer becomes a furloughed worker, do I need to do anything?

If a customer cannot provide documentation (e.g. NCD proof), are they still covered?

How can I make policy adjustments if I don’t have access to our systems?

What happens if a customer has missed their renewal date?

What does the LV= Green Heart Support mean for us and our customers?

We are committed to supporting you and your customers through these difficult times and we are doing so in a number of ways:

We have put in place a number of changes across all motor and home classes to support you and your customers where they need it most and
ensuring that we are delivering a full service across all classes of business.
We are in regular contact with you all to ensure we understand your concerns and needs and respond in the best way we can.
Created a COVID-19 Broker Support Hub packed with regular updates, FAQ’s, useful tips and advice on a range of topics, along with fun for you and your family. Keep an eye out for more content coming soon!

Will you be providing payment holidays for customers?

What are you doing to help protect renewals?

Will you be reducing your rates?

Latest FCA guidance for insurance and premium finance firms

COVID-19 Motor

If a customer needs to drive to work instead of getting public transport, are they covered?

Are customer’s covered if they need to drive their car to a different place of work?

A customer is unable to obtain a valid MOT certificate, are they still covered?

If a customer is undertaking voluntary work, are they still covered?

A customer needs to use a car on a temporary basis, are they covered?

Can a customer add a temporary driver to their policy?

My customer has bought a new vehicle but is unable to collect it, are they still covered?

A customer’s vehicle is temporarily being kept at a different address, is this still covered?

Is a vehicle parked in an airport car park still insured?

A customer has a pending motoring and non-motoring conviction, can they renew their policy?

If a customer needs to adapt their vehicle to carry family members or for reasons needed whilst volunteering due to the coronavirus, will they still be covered?

A customer can’t get their telematics device fitted within the required timescale, are they still covered?

Can customers suspend cover?

Are policyholders insured for non-essential journeys during lockdown or driving in a different tier to where they live?

COVID-19 Home

Will a customer’s home insurance policy be affected if they have not told us that they are working from home?

If a customer is not presently able to return to their home address (e.g. they have been quarantined, are unable to travel from abroad, have a delay in completion of a house sale, or are self-isolating at another property) and their home may be left unoccupied for over the 30 or 60 day limit on their policy, are they still covered?

Yes. Where it’s possible to have a trusted friend or neighbour regularly check on the property to ensure it is secure, and if possible to turn the water stopcock off, this should be encouraged.

Given we’re now going into the winter months, your customer should consider draining down the heating system or if this is not possible, maintaining the temperature at a level that will protect the property from water damage due to freezing or burst pipes.

If a customer’s property has suffered damage (from a fire, flood or other named peril) and it's uninhabitable and they are self-isolating, will alternative accommodation still be found?

If a customer’s house move has been postponed or cancelled, can their details be changed at no cost?

If a customer has extra people staying at their address, are their contents covered?

We accept that our customers may have additional visitors staying at their property during periods of isolation, and we do not need to be informed of this. Contents of visitors will be covered as per the terms of the policy (e.g where Visitor’s Personal Belongings cover is provided). Visitors may also have cover under their own insurance policy for their contents whilst temporarily removed from their home.

Will home insurance cover the cost of a deep clean to a customer’s property should it become contaminated by COVID-19?

Brexit and Green Cards

How do I issue a Green Card for a LV= Broker Policyholder?

Full details on how to issue a Green Card using our system can be found in the LV= Broker Portal user guide. The system is quick and simple to use and allows an electronic version of the Green Card to be produced. This can either be emailed directly to the policyholder for them to print, or printed and posted to them by you.

Following advice from the MIB, it’s been confirmed that printing Green Cards will now be easier:

Green Cards can now be printed in black ink on ordinary white paper
Green Cards can now be printed either double, or single sided
Green Cards can be sent out electronically, although policyholders must print and carry a hard copy when travelling abroad

Do I need to do anything different for policyholders based in Northern Ireland?

How long can I issue a Green Card for?

Green Cards must be issued for a minimum of 15 days; however, we recommend that you issue them from the date of request through to the end of the current policy period.

It’s also possible for you to issue a Green Card via the broker Portal for the full period of a policy i.e. either at new business or renewal confirmation. By adopting the issue of an annual Green Card, you’ll remove the need for your policyholders to request a Green Card each time they travel during the policy period.

What LV= Broker webpages can I send my customer towards if they ask about Brexit?

Broker Portal

What internet browser does the Broker Portal work best with?

I need to issue a document immediately but I don’t have access, what should I do?

Does the Broker Portal have a user guide?

Can I issue a Green Card through the Broker Portal?

Can I issue a Cover Note through the Broker Portal?

Can I manage users on the Broker Portal?

What special responsibilities does a Broker Administrator have?

How do I request proof of No Claims Discount?

What kind of documents can I access?

I’ve read everything and still need help, who should I speak to?

Online Account Management

How do I register for access to Online Account Management?

I am already registered but require additional access – how do I do this?

Can I speak to someone about my access?

Fraud

What can the LV= Claims Crime Prevention teams offer?

What can the LV= Policy Fraud team offer?