How to make a Car Insurance Claim with LV=
Making a Car Insurance claim is never pleasant, but at LV=, we're here to help you ease the strain and get back on the road as quickly as possible. In the event of an incident, our friendly advisers in our UK based call centre are on-hand to offer assistance.
Claims Departments | Telephone Numbers | Opening Times |
|---|---|---|
New Claim Report | 0845 640 5640 | 24hrs, 7 days a week |
Existing Claims | 0845 640 5295 | 8am - 5.30pm Mon - Fri |
Repair Team | 0845 650 0625 | 8am - 8pm Mon - Fri |
Autoglass | 0800 032 9075 | 24hrs, 7 days a week |
Britannia Rescue | 0148 451 4848 | 24hrs, 7 days a week |
Need to make a claim? Follow these simple steps
- Call as soon after the incident as possible within 24 hours
- Give us as much information about the incident as you can
- If possible, speak to us before you make any arrangements for replacement or repair
- Don't forget to tell the police if your car is stolen
- Send to us immediately all communications from other people involved
Without our consent, you must not:
- negotiate or admit responsibility
- make any offer, promise or payment
We are entitled to:
- have total control to conduct, defend and settle any claim
- take proceedings, in your name or in the name of any other person claiming under this insurance, at our own expense and for our own benefit to recover any payment we have made
Frequently asked claims questions:
What is my policy excess?
Do I have to pay the excess?
How do I claim my excess back?
Do I have to pay the excess towards a Third Party claim?
How soon do I need to report an incident to the police?
Does a windscreen claim affect my No Claims Discount?
Can I hire my own vehicle?
Am I entitled to a Temporary Replacement Vehicle?
Can I use my own garage?
What does Motor Legal Expense cover?
What is my policy excess?
An excess is the first portion of a claim which the Insured is responsible to pay and is individual to each policy
Do I have to pay the excess?
If your schedule shows that you have to pay an excess, you must pay this
How do I claim my excess back?
We would look to recover the excess if it is a non-fault incident and we have the third party's details
Do I have to pay the excess towards a Third Party claim?
No, you only need to pay the excess towards your own repairs
How soon do I need to report an incident to the police?
Inform the Police as soon as possible and at least within 24 hours if your car or its contents are stolen and provide us with the crime reference number
Does a windscreen claim affect my No Claims Discount?
No, windscreen claims do not affect your No Claim Discount
Can I hire my own vehicle?
Under the Temporary Replacement Vehicle cover LV= will provide a hire vehicle as long as you are using a selected repairer (this is an Optional Benefit, please refer to your policy schedule)
Am I entitled to a Temporary Replacement Vehicle?
Yes, if you have purchased this as an extra on your policy
Can I use my own garage?
You can use your own choice of garage, however we cannot guarantee to provide a temporary replacement vehicle if you do not use one of our selected repairers
What does Motor Legal Expense cover?
We will pay up to £100,000
- For your reasonable legal costs to defend a motoring prosecution arising from an incident whilst you were using your car
- To pursue a civil claim for the recovery of losses due to an accident involving your car which results in your death or injury
Important Information
LV= Complaints Process
At LV=, you are at the forefront of our minds in everything we do and we always endeavour to provide you with the best possible service. However, we recognise that sometimes things can go wrong. When they do, we want to know so we can take ownership of the problem and sort them out as quickly as possible for you. In this event, please contact our Car Claim Consultants to register a complaint where necessary
LV= Fraud Prevention Policy
At LV= we take our responsibility to provide high quality, competitively priced insurance cover for our customers very seriously. We want to offer competitive insurance products to honest customers, and deal with all genuine claims as quickly as possible, with the minimum of fuss. However, a small number of people are prepared to make false or inflated claims.
As these false claims affect the cost of insurance for honest customers, we are committed to identifying any fraudulent activities and forwarding these to the Police for action.To help us to meet these aims, LV= makes use of some of the latest technology to check all new policies and claims to help identify any unusual activities.
Some of the registers we make use of are:
- The Claims and Underwriting Exchange (CUE), which is run by Insurance Database Services Ltd. The CUE database is used by the majority of the UK's leading insurers and contains details of most Motor and Household insurance claims.
- Insurance Hunter, this is a central insurance anti fraud system to which other insurers also have access. This database is designed to combat activities such as identity theft and money laundering.
- The Motor Insurance Anti-Fraud and Theft Register, this central database contains details of all stolen and written off vehicles.
- The Motor Insurance Database, which is run by the Motor Insurers Information Centre (MIIC). This database has been designed to cut down the number of uninsured drivers and is often consulted by the Police in order to establish who is insured to drive a vehicle. To protect your interests, we will check any information provided against these registers for completeness and accuracy. If we find that false or inaccurate information has been given to us, or we suspect fraud we will take action, which ultimately could result in prosecution.
