- Which? publishes results of their research to uncover the UK's best and worst insurers for handling claims
- Ratings are given for customer service, quality of communication and how quickly claims are settled
As a nation, we've almost come to expect that insurers will do anything to get out of paying up. We hear stories of how some insurance companies make their customers jump through hoops; filling out endless forms, digging out old receipts and making it tricky for their customers to get in touch.
At LV=, we believe the real test of how good we are as an insurance company is when our customers make a claim.
We make our claims process as clear and straightforward as possible - and we always aim to settle a claim as quick as we can.
How is your claim handled at LV=?
Should the worst happen and you need to make a claim, you're given your own dedicated claims handler. Each time we call you to talk about repairs or what's happening next, you speak to the same person, who knows your situation inside and out.
"The person answering knew what to do, she was empowered to make all the decisions and she made me feel completely at ease that I was dealing with professionals." William, an LV= car insurance customer from Ashford
Once you've called us to claim on your insurance, you can relax. We take care of everything.
You won't get any shocks or surprises when you claim. Often, policies with other insurers have steep compulsory or voluntary excesses applicable to everyone. We think the upset of having to claim in the first place is enough of a nasty surprise for anyone.
We regularly keep you up to date with what's going on - from repair progress updates to payment dates.
If other people, vehicles or properties are involved, we contact the other insurance companies to sort out the claim and make sure the right payments are made.
“Once LV= received the quote, they did it straight away. I posted the quote off at the weekend, and the money was in the bank the following weekend."
Delyth, an LV= home insurance customer from Dyfed.
Why settling your claim is so important to us
LV= is a mutual, friendly society, based in Bournemouth, Dorset.
'Mutual' means that we are owned by and work for our members and policyholders. We don't have shareholders. Instead, all profits are shared with our members, invested back into the business, or used to pay out on your claims.
Your loyalty to our business means we can be loyal to you when you need us most.
Because we're here to work for you, sorting out your claim and helping put things right is our most important job.
Find out more from Which?
Which? is a trusted, independent organisation and gives consumers all the help and information they need before making decisions about financial products or services.
Customer scores are calculated by combining the ratings for how satisfied a customer was with their experience and how likely they would be to recommend the service to a friend. They're also asked about things like customer service, how quickly the insurer deals with a claim and how clear the communication is.
In addition to this survey, LV= has also recently achieved good scores for both cover and customer service, resulting in a top 5 position in another Which? survey.
For a closer look at the scores and how LV= stacks up against other insurers, visit the Which? website.