LV= wins innovation award

The insurer won the Customer Innovation Award for making the process easier for consumers, as its system enables a policyholder’s family to make a claim, with the insurer taking details over the phone with no additional documentation such as wills and death certificates required.

As part of the process payments are also paid directly into a claimant’s bank account rather than by cheque.

Lisa Mundy, head of customer experience at LV=, said: “This is the second Customer Satisfaction Award the life insurance team has won and it’s a fantastic result for everyone involved.

“It showcases LV= as being at the forefront of innovation and demonstrates our commitment to being easy to do business with.

"LV= strives to develop the skills and ideas of staff as we believe this in turn provides our customers with excellent service at what is a difficult time.”

LV= was also shortlisted for the Quality Monitoring Customer Focus Award and the Large Enterprise Quality Service Provider Award.