British Insurance Awards 2019: Personal Lines Insurer of the Year - LV

Personal Lines Insurer of the Year

Winner: LV



  • Ageas
  • Aviva
  • Legal & General

Against all odds, during a year of transition, LV, winner of Personal Lines Insurer of the Year award, managed to increase its customer base through exceptional service and truly customer-focused product development.

LV’s ‘Best Loved’ vision is at the heart of a culture that puts people first, from company staff to brokers to policyholders.

A decision to transfer commercial and personal portfolios to Allianz allowed LV to concentrate on bringing new products to brokers – it doubled the existing product offering – and re-established its commitment to the home market.

LV chose to broaden its distribution network to support the company’s new direction while also launching a successful multi-car policy launch that increased motor sales and encouraged customers to go direct.

Throughout the business transformation process, LV took measures to ensure current services were not compromised; in fact, the company concurrently decided on a major digital facelift to enhance user experience and improve website page speed performances. A significant number of new customers joined during transition.

It is evident that simplification and digitisation helped improve LV’s customer satisfaction levels, and one judge commented: “Customer focus continues to be a core activity – impressive.”

Winning means so much to us and we’re humbled and privileged. Our company wouldn’t be in the position it is today without the incredible people who work in it. This award is testament of the hard work they do to ensure we deliver great products and services to our customers and I’m exceptionally proud to be part of this business.
Steve Treloar, CEO, LV General Insurance
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