Business the LV= way

FAQs

Need some help or have some queries... you're in the right place

Home insurance (SmartQuote) quote and buy FAQs
Home insurance FAQs
Landlord insurance FAQs
GI Intermediaries Portal FAQs
Payment and charges FAQs
Commission FAQs
Setting up a GI agency FAQs
Document FAQs

Home insurance (SmartQuote) quote and buy FAQs

Do my clients need to disclose both claims and losses they’ve had in the last five years?

We only need details of any claims made in the last five years, your clients won’t need to disclose any losses that didn’t result in a claim (unless required to do so under the acceptance criteria – i.e. for losses resulting from flooding, subsidence or underpinning).

We only need to know the type of claims made and the approximate dates, we no longer need to know the settlement values of any claims.

Is it possible to generate a cover note to show that Buildings cover is in force, from the exchange of contracts date?

Yes, please make sure that you complete the ‘Add Mortgage Lender’ option, towards the end of the quote page and this will generate a ‘Mortgage Lender Interest Letter’, which confirms that if you activate the policy from the mortgage completion date, we’ll automatically include Buildings insurance from the exchange of contracts date (as long as the gap between the two dates doesn’t exceed 90 days).

Please note this is only available with Home Gold and Platinum and not with our Landlord insurance product.

LV= GI home insurance is integrated into my mortgage network’s CRM system, how do I log-in and find out how to use that option?

Can we change a policy start date if the mortgage completion date moves?

Yes, we can change a start date on a policy but only if these conditions are met:

No changes have been made to the policy
The policy hasn't started
A change of start date hasn't already been completed

Where we're able to change the start date, the original policy number and premium will stay the same.

Unfortunately, we can't change the start date on a submitted policy, once its on or past the effective date (e.g. for a policy submitted on 1 January with a start date of 10 January, it won't be possible to change the start date after the end of business hours on 9 January).

Where we can't change the start date, we'll need to arrange for the original policy to be cancelled and a replacement policy to be submitted. Should the premium have increased on the new quote, please let us know and we'll arrange for it to be matched, subject to the cover and policy details remaining the same and the original quote, still being within our quote validity period of 180 days.

Should you need any further help, please contact our Partnership Sales Team on 0370 900 8829 between 9am and 5pm Monday to Friday or email GIIFAsupport@lv.co.uk Calls will be recorded.

For Home insurance, your acceptance criteria asks, “has the property ever been flooded?” but clients won’t always know the answer, if it’s an old property or they’re moving to a new area. What should I do?

I’m using SmartQuote and the postcode isn’t quoting for my customer, what should I do?

Can I put a policy live without a start date?

No, sorry, it won’t be possible to submit a policy without a start date. Our GI for Intermediaries portal allows quotes to be saved with a validity period of up to 180 days. It’ll also be possible to add a mortgage lender’s interest to the quote and generate a ‘Mortgage Interest at Quotation’ letter, which can be sent to conveyancing solicitors, to confirm that a guaranteed quote has been accepted. pending a policy start date.

How long will my quote be valid for?

Home insurance FAQs

Is cover included between exchange and completion?

Yes, we offer cover between exchange and completion for up to 90 days, on both our Home Gold and Platinum insurance products. Advisers will need to activate policies from the mortgage completion date and cover for buildings insurance will be provided from the date of exchange of contracts.

Please note that cover between exchange and completion won’t be available on our Landlord insurance product.

What happens if I cant get a Home insurance quote for my customer?

Does Home emergency cover include pest removal call outs?

Does Home emergency cover have any restrictions on heating appliance failure?

Home emergency will cover the main hot water or central heating system in the home, providing the client has legal responsibility for any issues.

However, there are some circumstances that wouldn’t be covered such as:

warm air, solar or under-floor systems
boilers that haven’t been serviced within the last three years
the cost of replacing water storage tanks, cylinder tanks, outside overflows, showers (including mixer valves and shower pumps), radiators, storage or panel heaters
breakdown, loss or damage to domestic appliances or underground water supply pipes
any fault that doesn’t result in a failure of the main heating system, such as noisy pipe work or where a timer has failed, but where hot water and heating are still available
repair of a boiler that is beyond economical repair. We’ll pay up to £500 towards the cost of replacing boiler, providing the current boiler has been serviced within the last three years.

Please check the Home emergency terms and conditions (PDF, 156KB) for further details.

What's the maximum specified personal possessions limit for each policy?

The collective limits for specified valuable items and specified pedal cycles together, is up to £30,000 on our Gold product and up to £50,000 on our Platinum product.

A collective cover total between £30,001 and £50,000 will only return a quote for our Platinum product.

Important: Please ensure that the overall contents sum insured is adequate to cover all possessions, both within and away from the home (including the specified items).

What are the limits for valuables within the home?

Landlord insurance FAQs

Do you offer limited company availability on Landlord insurance products?

Do you offer legal expenses?

What happens if I can’t get a Landlord quote for my customer?

When getting a Landlord insurance quote, I'm asked to enter a start date, but the exchange of contracts and completion date are not yet known, what should I do?

We understand that the exchange of contracts and completion date, will often be unknown when producing a quote, especially if it’s a new house purchase. In those circumstances, please enter a ‘holding’ start date that is five months in the future (i.e. if the quote is being completed on 1st January, then enter a holding start date of 1st June on the system). Once exchange and completion dates are confirmed, you’ll then be able to retrieve the quote and be given the option to change the start date as required before activating the policy.

How long will my Landlord insurance quote be valid for?

GI Intermediaries Portal FAQs

Do you have a demo of the system?

What products can I access from the portal?

Can my admin get access to my quotes?

No, they can’t, sorry. We recognise how valuable admin access would be to many firms and will explore what’s possible, so please continue to watch this space for further developments.

If you’re an administrator and need to activate an urgent case whilst the original adviser who quoted the policy is unavailable, please contact our Partnership Sales Team on 0370 900 8829 between 9am and 5pm, Monday to Friday. Calls will be recorded.

I’ve forgotten my password for the GI for Intermediaries Portal – how do I reset this?

Can I have one log in for multiple users?

What is the best web browser to use?

The latest versions of Microsoft Edge Chromium, Google Chrome, Mozilla Firefox and Apple Safari are all supported.

Although they may still work in some instances, Microsoft Internet Explorer and Microsoft Edge (non-Chromium) are not officially supported.

For further information and to view which browsers are supported for tablets and smartphones view Supported Browsers and Devices for Lightning Experience.

Who do I contact if I have any problems accessing the portal?

Payment and charges FAQs

Is there an interest charge for paying by Direct Debit?

Will you have MTA/cancellation charges?

Do you accept debit and credit card payments?

Commission FAQs

Is my commission going to be paid by BACS?

When will I receive my commission?

Can I change who accesses my commission statement and how often these are available?

I have a query about my commission, who do I speak to?

How will I access my commission statement?

Setting up a GI agency FAQs

If I’m moving service provider do I need to complete another full agency application?

If your firm already holds a Directly Authorised agency with LV= GI and you wish to switch to a different Service Provider (or move from a direct agency with us to a Service Provider) then rest assured that you won’t need to complete another full agency application.

Simply contact our Agency Management Team on 0330 678 5177 between 9am and 3pm Monday to Friday or email gi_intermediaries_agency@lv.co.uk with your request and they’ll be able to guide you through the process and confirm what commission terms will apply moving forwards. Calls will be recorded.

How do I set up a GI agency?

Document FAQs

What compliance documents can I retrieve from your GI Intermediaries Portal?

Advisers will be able to generate a Personal Illustration, Insurance Product Information Document (IPID), Mortgage Interest at Quotation Letter, Application Details document and Application Approved Letter.

Advisers/Firms who wish to use our templates, can also create either a Demands & Needs Letter or Personal Recommendation Letter depending on sales process and what’s required. Please check with your internal compliance team first, as they may already have a template that they prefer you to use.

You can also access these documents along with other useful literature and sales aids on our literature page.

Can I retrieve documents once I have a submitted case using the GI for Intermediaries portal?

What documentation will my client receive when they set up a policy?

What are the timescales for my client to receive their documentation?