LV= General Insurance (LV= GI) has appointed law firms Minster Law and Lyons Davidson in a joint arrangement for the insurer over the next five years. Following their appointment, the two companies will deal with motor legal expense and personal injury claims.
Minster Law and Lyons Davidson were selected because of their customer-centric approach and values which align to LV= GI. Both firms also provide customers with clear and straightforward processes and a solution which meets the needs of the recent whiplash reforms that came into effect on 31 May 2021.
Martin Milliner, Claims Director at LV= General Insurance said: “Working with both Minster Law and Lyons Davidson means we can collaboratively provide great outcomes for our customers, which is our top priority. Working with partners to provide a clear and simple customer journey was an important factor in our review and I look forward to building on the great work we’ve achieved to provide the best experience possible for our customers.”
Mark Savill, Managing Director at Lyons Davidson said: “I’m delighted that LV= GI have chosen to renew our relationship for the next five years, and we’ve worked hard to ensure we understand the brand, culture and values. We strive to provide a high level of customer service and are proud to have delivered a fully interactive online journey for LV= GI customers across a number of products.
“We’ve already had a high level of usage for our online portal by LV= GI customers and great feedback, which has helped us deliver a service that’s fit and ready for the injury reforms and the new OIC portal.”
Shirley Woolham, Minster Law CEO said: “We are delighted and thrilled to be working with such a respected brand as LV= GI. Whilst we provide legal services as a very proud law firm, we are organised as a digital customer service business. Having rethought our business through a digital lens, we have achieved the critical balance of technology and human interaction to drive optimal claims processing cost, scalability of service and excellent customer satisfaction. Delivering against the exacting brand and services standards that our
insurer partners rightly expect is essential, and I’m confident that our digital and customer authenticity will transform the end-to-end claims experience for LV= GI customers”