Frequently Asked Questions
Let's see if we can help...Claims
Give us a call on one of our dedicated claims numbers here
- 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)
A courtesy car will be provided (subject to availability) when a recommended garage is used for private car.
A hire car will not be provided unless it is non fault - if considered non fault there is potential for a hire through Enterprise but at their discretion.
If it is a commercial vehicle and the policyholder is VAT registered, we will look to pay the total loss amount less VAT. The policyholder will be responsible to pay the garage the VAT if the vehicle is repairable.
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.
New claims notifications aren't available at the moment, but they're on the way. In the meantime, log into the Broker Portal and you can search for any claims in the last week/month, so you can stay up to speed on your customers' new claims.
Your Broker Portal administrator will be able to do this in a couple of clicks. Alternatively, please email [email protected] with your branch address and agency number (if known) and we will help get you set up.
Yes, we don't insist on the use of an approved repairer, however there are benefits of using one such as a 5 year repair warranty, or matching of the existing manufacturers guarantee (whichever is longer) and free collection and delivery of the vehicle.
If footage of the accident has been captured please let us know that it is available when reporting the claim. In some cases it is vital and will assist us in proving liability for the accident, disproving personal injury and assist in our efforts to tackle criminal activity, which in turn will reduce claim spend.
You will need to ensure that the Accident Management Company (AMC) is registered as the active AMC with us so that the appropriate internal documents we use are updated. We also require that the AMC has the appropriate regulatory permissions for the services they are offering customers.
For Public Liability it takes 40 days
For Personal Liability & Employers Liability it takes 30 days
We cannot legally give advice however we can discuss the different options available.
The costs the solicitors will be able to claim will increase, it is therefore vital we have your full co-operation in assisting with our investigations.
Please report all incidents that could give rise to a claim as per the terms and conditions of the policy.
COVID-19 General
Yes. Our focus is on supporting existing customers with claims as our number one priority. To help us maintain service levels please only contact us where essential to keep lines available.
No, we are currently able to maintain business as usual service levels.
Yes, as long as the occupation is acceptable to us.
Yes, we will continue cover as at present. Please just leave the occupation as it currently is on your system and note your records.
Yes we are happy to wait for this documentation, unless the documentation relates to potential fraud or an on-going claim.
No.
In the unlikely event that you can’t access your systems please contact our Broker Support Team and we will do our best to help you.
Please contact our Broker Support Team immediately.
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!
We do not provide or offer instalment facilities on any of our products and are therefore unable to offer ’payment holidays’. Many of our brokers will offer instalments to their customers either through their own finance arrangements or through an external premium finance partner; support may be available through those providers.
We will continue to ensure we provide the best cover and service possible and are committed to keeping prices as competitive as we are able.
At LV= Broker we are committed to keeping our products as competitive as we are able. We regularly review our prices, cover and criteria based on current and forecasted performance.
As you are probably aware, the FCA has released new rules for firms (detailed here) incorporating their expectations of firms to help their customers who may be in temporary financial difficulty as a result of COVID-19. These FAQ’s have been updated in light of the new rules and should you need any further information we are on hand to assist.
COVID-19 Motor
Yes.
Yes.
Yes, the government has agreed an extended grace period for obtaining MOT certificates if it was due between 31 March and 31 July 2020. Customers are still required to maintain their vehicles in a roadworthy condition at all times.
Yes, including if they are using the car as a NHS volunteer responder, as long as they are not receiving any pay. Any items they may be carrying within the vehicle relating to the voluntary work will not be covered.
Our normal temporary additional rules and premiums apply.
Our normal temporary additional rules and premiums apply.
Yes, please change the policy back to the original vehicle as soon as possible. We will not charge any additional premium.
Yes, please inform us when this changes.
Yes.
Ordinarily we do not accept pending convictions, however please contact our Broker Support Team to discuss.
Yes.
Yes, however the device should be fitted as soon as practically possible. All parties should be notified as soon as the device is fitted.
No, we do not allow suspension of cover under our policies. We think customers should maintain cover as much as possible to avoid any inadvertent use, during this period.
COVID-19 Home
No, providing that work is clerical only. If the work is non-clerical or involves receiving business visitors to the address, please contact our Broker Support Team.
Yes. Where it is 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.
Yes, we will continue to provide alternative accommodation wherever possible.
Yes, we will amend the address back to the previous residence, or cancel the policy if cover is no longer required, and waive any admin or cancellation fees accordingly.
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.
No, COVID-19 is not an insured peril and therefore the policy will not pick up the cost of a deep clean.
Brexit and Green Cards
With a Brexit withdrawal agreement now confirmed, your customers can drive in the EU as freely as they did before Brexit (including in the Republic of Ireland). However, this position could change at the end of the transition period (31 December 2020) once detailed trade negotiations are completed.
Currently, your customers don’t need a Green Card to drive in the EU. However, if your customer is planning to drive in Europe and would like a Green Card for peace of mind, you may still issue one via the Broker Portal. Check out the LV= Broker Portal User Guide if you’d like to see how to issue a Green Card using our system.
That’s an untold chapter in the story of Brexit – we’ll continue to monitor this situation and provide updates as appropriate.
Keeping our eyes peeled - if it looks like Green Cards will be needed to travel in the EU as we approach the end of the transition period, we’ll work with you to ensure that all appropriate measures are in place to keep your customers moving.
You can direct your customers to LVBroker.co.uk/customers
Broker Portal
- The site works best in Google Chrome
- Download Google Chrome here for the best experience when using the new Broker Portal
Please get in touch with our Broker Operations team: Motor: 0800 678 3048 or [email protected]
Yes absolutely, download the LV= Broker Portal User Guide here.
- Yes, Green Cards are totally self-serve
- You’ll be able to create a PDF that just needs to be printed double sided on Green paper.
- Of course, you can create and issue a Cover Note in minutes online. Cover Note Extensions are easier than ever too and can be completed in a couple of clicks.
Yes, if you’re a Broker Administrator you have everything you need to manage your users online.
- Setup all users who require access as Broker Users, or add extra Broker Administrators
- Assign access to Cover Notes and Green Cards and/or Claims
- All this helps them to keep your customers' data safe and secure
Every user that has access to the Broker Portal can request Proof of NCD. Check out the Broker Portal User Guide for more details
Policy docs, underwriting guides, endorsement lists and more are available in the Product Documents section.
Get in touch with our support team at [email protected] or 0800 032 0983 and we'll be more than happy to help.
Online Account Management
Setting yourself up on the Online Account Management system is easy – you can apply here
You simply need to complete the Additional Access Form which can be found here
Yes we have a fully trained Credit Control team ready to take your call and help you – 0208 256 6906
Fraud
- Specialist fraud investigations covering all LV= property and motor products and claim types
- Dedicated Points of Contact and Escalation Points
- Fraud Prevention Advice
- Granted delegated processes which are mutually beneficial and expedite our current process thus reducing risk to the business
- Fraud Protection Guidance Flyer to the genuine occupier where their address has been used fraudulently
- We work closely with our brokers and the business to ensure the appropriate blocks are put in place to reduce our exposure in the ghost-brokering world