LV= contact in 60 seconds
LV= contact at a glance (2026)
Live agent or self-service?For policy documents, simple amendments and renewal price checks, the My LV= account or the iOS/Android app is usually faster than a phone call. For the right number to call, check your policy paperwork or the official LV= contact page.
How to contact LV= by phone
LV= does not run a single switchboard that covers every product. It operates separate lines for car, home, pet, travel, breakdown, claims and complaints, and those numbers change from time to time. To avoid being misdirected, use the number tied to your own policy rather than a generic one.
- Your policy documentation: the correct number for your specific cover, including sales, service and the relevant 24/7 claims line, is printed on your policy schedule and certificate of insurance;
- The My LV= account and app: log in at lv.com to view documents, change cover, renew, and start or track a claim, which is usually faster than calling;
- The official LV= contact page: lv.com/insurance/contact-us lists the current phone number and opening hours for each product line;
- Travel medical emergencies abroad: the 24/7 worldwide assistance number is printed on your travel policy documents and your insurance card, so keep it with you when you travel.
Why we no longer list a single number hereInsurer phone lines are routed by product and revised periodically, and a generic, out-of-date number sends callers to the wrong team. Your policy paperwork and the official LV= contact page are always the authoritative source for the line that reaches the team handling your cover.
Contact LV= online
Most LV= customers can do everything they need without picking up the phone. Online channels are open 24/7, although live chat and social media responses only run during UK business hours.
My LV= account and app
- My LV= web: log in at lv.com/my-account to view documents, make payments, change cover and renew;
- My LV= app: free on iOS and Android, with Face ID, Touch ID and Android fingerprint biometric login;
- Secure messaging: send sensitive queries via the My LV= secure inbox rather than personal email;
- Single login: motor, home, pet, travel and breakdown all sit under the same My LV= dashboard;
- Claims in-app: motor and home claims can be started, tracked and updated from the My LV= app, including uploading photos and damage estimates.
Live chat, social media and email
- Live chat: available from the LV= help pages during UK business hours;
- X (Twitter): DM @LV for general queries; never share policy or payment details over social media;
- Facebook: facebook.com/LV.UK handles general queries and product announcements;
- YouTube: the LV= YouTube channel has how-to videos for online quotes and claims;
- Email: sensitive issues should be raised through My LV= secure messaging rather than personal email; for the current general email address, check your policy documents or the official contact page.
Don't email a claimLV= will not accept new claims by personal email. Use the 24/7 claims line shown on your policy documents, or start the claim from the My LV= app, which is faster and gives you a claim reference straight away.
LV= head office and postal addresses
LV= General Insurance remains headquartered in Bournemouth, where the customer-service and claims teams answer calls. The head office address is used for legal correspondence and is not the right address for claims, complaints or policy changes, those go to the specific addresses below or, more commonly, on your policy schedule.
| Purpose | Address |
|---|---|
| LV= head office | Liverpool Victoria General Insurance Group Ltd, County Gates, Bournemouth BH1 2NF |
| Complaints | LV= Customer Relations, County Gates, Bournemouth BH1 2AT |
For claims and policy-change addresses, use the address printed on your policy schedule, which is routed to the team handling your specific cover.
Always quote your policy numberAny letter to LV= should include your policy number, full name and a daytime phone number on the first page. Without a policy number, post can take a week longer to reach the right team.
How to complain about LV=
LV= is consistently among the lower-complaint motor and home insurers in the FCA's six-monthly complaints data. If you do need to escalate a complaint, the route is the same for every LV= product.
The LV= complaints process
- Raise it with LV= first: use the My LV= secure inbox, call the complaints line shown on your policy documents or the official contact page, or write to LV= Customer Relations, County Gates, Bournemouth BH1 2AT;
- Wait for the final response: LV= will acknowledge the complaint within five working days and aim to provide a final response within eight weeks;
- Escalate to the Ombudsman: if you are still unhappy after eight weeks (or you get a final response you disagree with), you can take the complaint to the Financial Ombudsman Service free of charge within six months of the LV= final response. The Ombudsman's phone line is 0800 023 4567 or 0300 123 9123;
- FSCS: if LV= ever became insolvent, the Financial Services Compensation Scheme would cover 90% of an insurance claim with no upper limit on most general insurance products. LV='s Allianz Holdings parent makes this very unlikely.
Tips before you complain
- Have your policy number, claim reference and a clear summary of what went wrong, including dates, names of agents you spoke to and screenshots of any documents;
- Be clear about what you want LV= to do: pay the claim, refund a fee, change a renewal price or apologise. The Ombudsman expects you to make this clear before they can adjudicate;
- Keep a written record: even after a phone call, follow up with a secure message in My LV= so there is a written log of what was agreed;
- For complaints about pet insurance, motor finance or any product not directly underwritten by LV=, check the policy schedule, as the actual underwriter handles the complaint, not LV=.
LV= contact FAQ
LV= does not publish a single switchboard covering every product. The correct number for your cover, whether that is motor, home, pet, travel or breakdown, is printed on your policy documents and shown for each product on the official LV= contact page. The My LV= account and app can also handle most requests without a call.
LV= operates 24/7 claims lines for motor, home, home emergency and breakdown, plus a 24-hour worldwide travel medical assistance line. The exact number for each is printed on your policy documents (the travel assistance number is also on your insurance card), and the current numbers are listed by product on the official LV= contact page. Sales and general customer service are office hours only.
No. LV= will not accept new claims or cancellations by personal email for security reasons. Start a claim on the 24/7 claims line shown on your policy documents or in the My LV= app, and handle cancellations through My LV= or the customer service number on your paperwork. The My LV= secure inbox is fine for non-urgent queries.
LV= General Insurance Group's head office is at County Gates, Bournemouth BH1 2NF. Despite the Allianz takeover in January 2024, LV= retained the Bournemouth head office and customer-service team, which continues to answer LV= calls in-house rather than being merged into Allianz UK contact centres.
LV= General Insurance (the car, home, pet, travel and breakdown cover this page covers) has been part of Allianz Holdings plc, the UK arm of Allianz SE, since January 2024. The separate LV= life, pensions and retirement business was sold to Bain Capital and is a different company. LV= General Insurance continues to trade as its own brand within Allianz UK, and Allianz has committed to retain the LV= brand and the Bournemouth head office.
Raise the complaint with LV= first (by phone, in My LV= or in writing). If LV= does not resolve it within eight weeks, or you receive a final response you disagree with, you can take the complaint to the Financial Ombudsman Service free of charge within six months of the LV= final response. The Ombudsman's decision is binding on LV= if you accept it.