For a life policy, LV= points customers to an online account called My LV=, a chat icon, web forms and phone lines rather than to a life insurance app, and which of them you can use depends on your policy number. This page sets out those routes as LV= printed them when read on 27 October 2026, so you can change your address or contact LV= about your life policy without being sent round in circles.
Reading this because you may want cover from an insurer other than LV=? A broker holding FCA authorisation will explain the choices on a free phone call, and all it takes is the form on this page.
Is there an LV= life insurance app or online account?
LV= runs My LV=, a login for viewing and managing products online. Its page lists LV= Life Insurance (Personal) among the products, but marks that entry "Not available yet", with a note: "Life Insurance policies that start with 'LV' and look like this 'LVXXXXXXX' cannot currently be accessed through My LV=." LV= adds that it is working on this and hopes to make it available soon. Where that applies, LV= sends you to its existing customer support pages instead, which are covered below.
To register, My LV= asks for "Your policy number, a valid personal email address and a valid UK mobile number", then sends a text with a login number as a second security step. LV= says registration takes no more than 15 minutes, but that if the email or mobile it holds for you is wrong you must contact it first, which can add up to 48 hours. You also need a UK-registered mobile that you own, and you must live in the UK at the address LV= holds for you; LV= says you cannot register without a mobile.
The existing customer page names chat, online forms, phone lines and email, and does not mention an app. Whether a separate downloadable app exists for life policies, and whether your own policy number can use My LV=, is for LV= to confirm on the phone line for your policy.
Which route does an existing LV= life customer use?
LV='s existing customer page opens with the quickest option: "Simply click the chat icon at the bottom right of your screen." For everything else it splits phone lines by how your policy number looks, so find the number on your documents first.
| Your policy number | Claims and existing claims | Updating personal details |
|---|---|---|
| Format 123456-0001-5N or 1234567-0001-A | 0800 756 5869 | 0800 678 1906 |
| Begins with a letter (LV= lists A, B, C, F, L, RN, T, U, V or XA) | 0800 681 6294 | 0800 681 6294 |
| Over 50s life insurance | 0800 032 8390 | No separate number listed |
Lines are open 9am to 5pm, Monday to Friday, and LV= says it will record and/or monitor calls for training and audit purposes. For a textphone, LV= asks you to dial 18001 first. From abroad, the page gives +44 1392 366 685 beside the claims line for policy numbers in the 123456-0001-5N format. These numbers are as read on 27 October 2026, so check the page before ringing.
If you hold an LV= over-50s plan, use the Over 50s number above; what LV= does with over 50s cover has the detail.
How do you change your address, name or email on an LV= life policy?
LV= says it has "a selection of online forms to manage your policy details", with a separate form for each of three changes: the address on your policy, the name on your policy, and changing or adding an email address. They sit on the existing customer page itself.
If you would rather speak to someone, use the details line from the table. What proof of a new name LV= wants is a fair question to put to that line before you fill in the name form.
Keep the policy number to hand whichever route you pick. On a joint policy, whether both people must agree to a change is a question for LV= on the phone.
If new cover is on your mind once this policy is sorted, the form here is the simplest way to have a broker ring and talk it over; how to get life insurance quotes lists the details an insurer or broker asks for.
Where do payment details, documents and cover changes go?
The same page lists forms for premium payments: one to change your premium collection date and one to update your bank details. Both are online forms on the existing customer page.
For checking a policy, LV= lists a form to check your cover amount and another to request your policy documents. Both sit under a heading about checking your policy details, which makes them the starting point if you cannot find your paperwork.
A form headed "Request to change my cover" is for altering the amount or the end date. LV= says you can ask for either "at any time should you have a flexible plan". It adds that you need to tell it at least six months before the end date, and that if it can make the change it tells you the new cover amount and premium before you confirm. Whether your own plan counts as flexible depends on the policy documents.
If your real aim is to stop paying, cancelling an LV= life policy covers that route, and LV= member benefits covers what you would give up.
What if you are contacting LV= after someone has died?
The existing customer page has a section headed "Tell us about a bereavement", which says LV= would like to make the claims process "as quick and easy as possible". When you contact LV= it asks for the policy number, the address of the person who died, their date of birth, the date of death and your own contact details.
The claims lines in the table above are the ones to use. If it helps to know what happens next, LV= life insurance: cover, cost and reviews covers the claims figures LV= publishes, and the same page deals with who the money goes to. For its bereavement FAQs and other ways to get in touch, LV= points to a separate Bereavement page.
Frequently asked questions
Does LV= have a life insurance app?
LV='s existing customer pages name chat, web forms and phone lines, plus My LV= where your policy number allows it; they do not mention an app. The line for your policy number can tell you whether one exists.
How do I register for My LV= life insurance?
You need your policy number, a personal email address and a UK mobile number. If your policy number starts with "LV", LV= says it cannot currently be viewed there, so use the existing customer page instead.
How do I contact LV= life insurance by phone?
Use the number for your policy number format in the table above, between 9am and 5pm, Monday to Friday. LV= also offers chat from the existing customer page.
Can I chat online with LV= about my life policy?
Yes: LV= says to click the chat icon at the bottom right of the existing customer page. If you would rather not use chat, the online forms and phone lines are on the same page.
How do I check how much cover I have with LV=?
The existing customer page lists a form called "Check your cover amount", and a separate one to request your policy documents. Your policy documents are the place to confirm the term and cover amount in full.
Can I get my LV= policy documents sent again?
LV= has an online form headed "I’d like to request my policy documents" on its existing customer page. If you would rather talk to someone, the details line for your policy number is the other route.
Can I add or change an email address on my LV= life policy?
LV= lists a form headed "Changing or adding an additional email on your policy" on its existing customer page. Because My LV= registration asks for a personal email address, LV= says a wrong one on file needs correcting by contacting it first.
If you are also weighing a new policy, the form here means a call from a broker who can look at how the insurers they work with might treat you.
Sources
- LV=, Existing customers | Life Insurance (undated page), read 27 October 2026. lv.com/life-insurance/existing-customers
- LV=, Welcome to My LV= (undated page), read 27 October 2026. lv.com/my-lv