LV= has won the customer innovation award at the UK Customer Satisfaction Awards held by the Institute of Customer Service.
The award was won by LV=’s customer experience team for their life insurance paperless claims process.
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LV= introduced a paperless life insurance claims process to make it simpler and quicker for a policyholder’s family to make a claim.
The team takes the details over the phone with no additional documentation such as wills and death certificates required.
The payment is also now 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."
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By GlobalDataLV= was also shortlisted for the Quality Monitoring Customer Focus Award and the Large Enterprise Quality Service Provider Award.
The UK Customer Satisfaction Awards took place in London and recognise organisations and individuals who have implemented successful customer service strategies.
