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I feel compelled to share my horrendous experience…
I feel compelled to share my experience with Liverpool Victoria (LV) to warn other consumers about practices that I believe are both misleading and unfair. My 18-year-old son was involved in a driving incident where he damaged two stationary vehicles, and in breach of his policy. No injuries occurred to any third parties, and he accepted responsibility. LV subsequently issued him a bill for £15,253, without providing any supporting documentation, after months of requesting this, they refused at each hurdle. We received only a brief email stating he owed that amount. Threatening legal action within two weeks if no payment is made. No formal documents, no attachments, no breakdown of what this cost entailed at all. After challenging this for months back and forth and invoking our consumer rights, we were referred to LV’s solicitors. It took several months before we finally received the engineers’ reports, which, in our view, revealed inflated repair costs and several other costs in addition. Separately, after raising multiple concerns with the Financial Ombudsman Service, we were awarded compensation for LV’s poor handling of the case. However, without our knowledge or consent, LV added the compensation amount to the claim record, artificially inflating the total claim value. This figure is now visible to other insurers and could negatively impact future insurance quotes. When questioned, LV stated: “The compensation has to be recorded onto this file, There is no other way of doing this” This means that although compensation is awarded for poor service, it is simultaneously used to penalise the customer by increasing their claims history. This practice raises serious concerns about transparency, fairness, and data ethics. Consumers deserve to be informed when compensation is recorded as part of a claim, especially when it affects their financial standing and future insurability. This is all factual information, and consumers have a right to know this is how this company has behaved. LC have not once been fair or transparent since the claim began last year, Oct 2024 and is still behaving in this manner today, Sept 2025.