Wednesday 15 October 2014

Deaf Girly loves LV insurance

OK, so regular readers will know when I am not happy with a service, I often shout about it here.

But what about when I am?

Since I moved house a few weeks ago, I've been faced with all the usual life admin tasks of changing addresses on things. This has been a mega pain. Mainly because it involves quite a lot of compulsory phone calls.

The calls I least enjoying making are to insurance companies. This is because they normally have to quote a load of compulsory blurb down the phone at me that I haven't got a chance of understanding.

So a few weeks ago I emailed Liverpool Victoria (LV) my car insurance company to let them know I had moved house and needed to change my address.

I heard nothing.

One of the reasons I chose LV is that London Aunt and Pa speak so highly of them. Pa especially likes the fact they have a UK call centre. And so I have insured my car with them for 2 years.

In that time, I have had to indeed contact them after a moronic lady reversed into my car in KwikFit car park less than five minutes after it had passed its MOT. I ended up doing a conference call with LV and HannahBanana where she lip-synced with the lady on the other end of the phone so that I could sort out my claim. And LV was nothing but accommodating about this slightly unusual scenario.

So anyway, after realising that I probably wasn't going to hear back over email from LV, I tweeted them. Their twitter handle is @LVcares. And guess what? They really do. They wrote back straight away. They told me there was a live chat service on their website that I could make the address change on.

Now, I had noticed the live chat function but had dismissed it as only for general enquiries as my previous experience of these sorts of things usually don't allow sensitive data to change hands.

So I clicked the link they sent me on twitter and then selected the Chat Now button.

A chat window popped up, I entered my details and within 10 seconds had someone asking how they could help.

And then within 10 minutes the whole thing had been done. New documentation will be emailed to me within three hours and…

Well that's just it. There is no 'and'. I managed an essential piece of life admin without having to lift the phone. And I am still in quiet shock about it.

You see, this is quite literally life changing. If more companies are going to adopt a secure live chat function then sooner or later I will be able to organise my entire life this way. No more getting emotional when I can't hear what the other person is saying. No more putting off crucial things like changing my car insurance details.

So it's three cheers for LV on this rainy grey Wednesday. They just totally made my day.



Anonymous said...

This is pretty much along the lines of your telephone post the other day! I use live chat all the time at work for calling our software engineers and it is the best thing ever for me, no more having to worry about text direct hanging up etc, just straight in and out without a third party, just wish more companies took this on board. it's a godsend :-) My insurance is up for renewal in December..... :-) lol

Me said...

Brilliant huh?! Am still in shock that I didn't have to use the phone. Things can only get better! :))

Nick Joy said...

Hi, I'm Nick Joy and I look after social media at LV=.

I picked up this blog post and first of all would like to apologise that you had to take to Twitter to get a response to your initial email. We’re taking a look into this to see what went wrong.

That said, we’re really pleased that you did reach out to us on social media as it gave us an opportunity to try and set things right again. If you have any further feedback about our service, or recommendations on how to make things better, please do drop me a line at

Best wishes and have a good weekend.

Nick Joy

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