Women on PC with headset

Pushing our claims service forward

5 min

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Our priority is clear – your customers

At LV=, we put customers at the heart of everything we do and our claims service is no exception. We’ve been working on several improvements so we can offer a simple, fast and reliable claims service for when your customers need us the most. 

This is what we’ve been doing to push our claims service forward:


  • We’ve accelerated our settlement process - our people can settle both buildings and contents claims on the first call 
    (where claim circumstances allow)
  • Funds are released to customers on the same day they’re agreed
    (where claim circumstances allow)
  • We’re keeping customer service as a top priority - our team leaders are prioritising coaching to help us deliver a market-leading claims service




  • Faster total loss settlements - we’re working hard to make sure total losses are identified and captured as quickly as possible - around 70% of our customers have their total loss paid within 7 days
  • Created a nationwide network of recommended repairers exclusively for your customers with a 94.8% customer satisfaction rating
  • We’re launching a new Green Heart Standard across our LV= repairer network - the very first of its kind in the car insurance industry, designed to make sure our network becomes more environmentally-friendly and has a positive social impact

Going that little bit further

We had a number of customers affected by the storms and floods in late December last year.

The Home Claims Teams contacted them all and offered support and a little bit extra practical help: 

  • Payments and vouchers to the total value of £4026.20 were issued to 42 customers identified as out of their homes 
  • Other 33 customers were identified as living in areas with ‘danger to life’ flood warnings and contacted to know if they were ok and to offer support if needed