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LV has treated me with disdain even though my husband died on August 5th 18 days…
My husband died on August 5th 18 days after a terminal illness diagnosis of advanced pancreatic cancer that had spread to liver and bowel. He was diagnosed in A&E where I had taken him about a blockage.. I am so low and bereft. I spent until September 6th organising his cremation and a memorial service. Paul ws a much-loved teacher. I also applied to LV for a claim on life policies to help with the funeral and memorial costs. LV were not exactly helpful at first. But since then I have had further upset. Paul died on August 5th, yet on 28th August two letters came for Paul from LV demanding to know why he had cancelled his DDs for his policies, when they knew he was dead and had been told shortly after he died. Paul died at home and I found his body . As if that was not traumatising enough and the short period from diagnosis to death, I have had to deal with overweening bureaucracy from them and error in behaviour. Receiving letters like this should not happen. Not from the very company who held his policies. On top of this I said to one complaints handler who offered me £100 compensation , for which I had to use a complicated online system called Mimecast, why could I not use a straightforward email . There is apparently, no way of calling complaints as they do not give out telephone numbers for that area of the business. I also told him that I would not be available for calls the following week as I had a funeral (a cremation) and a memorial at the end of the week. Could they call me the following week? Instead I was called twice, in that very week of the funeral and on the day of the cremation! I said that was really cause for further complaint. They offered £150 and I said given what they had done perhaps £190 would be fairer. This then had to go to another complaints handler and I had to use the Mimecast system at first which is impossible to get to work properly and takes ages to reset passwords that then it still doesnot work. I was told by this complaints handler Nathalie that she works swiftly, but this was on the 8th. As I had heard nothing today , the 15th , I tried to spealk to the complaint handler Nathalie, but no joy as there is no direct number and I was told by another person elsewhere in the building, she was having technical problems. So I asked for the CEOs address and contacts and this was refused. I found it myself. So I wrote to the CEO David Hynam's office at LV in Bournemouth about why everything was taking so long and was so stressful. Why were they doing this to a distressed and grieving widow? I am a journalist and PRO. This behaviour is terrible for their reputation. I have alerted my contacts to what I personally have experienced. It feels to me now like the Ombudsman will need to be involved as well as raising it with the Parliamentary DBT committee and the press - for LV is a business after all whose reputation is based on serving bereaved customers well in a competitive market. They don't seem to care at all about bereavement, the very business that is at their core. Of course I do have two policies on my own life with them if I recall as well as car insurance with LV but that makes no difference to the disdain with which I have been treated. Its downright cruel actually.