Case Study: LV= Insurance handles surge of flood claims and boosts customer satisfaction with Guidewire ClaimCenter

LV= Uses Guidewire to Handle Surge of Flood Claims with Ease

Liverpool Victoria (LV=) is a UK friendly society with about five million customers that struggled with an ageing, inefficient claims system that slowed workflows, made fraud detection and training difficult (previously seven weeks plus six months’ on-the-job experience), and left the insurer vulnerable during major events. The severe winter storms of 2013–14 — including a Christmas storm that generated ~5,000 immediate claims and tens of thousands overall — put huge pressure on the team and exposed the need for a faster, more flexible claims platform.

LV= implemented Guidewire ClaimCenter (2010) using an agile approach, enabling rapid triage, proactive customer contact (many customers reached within 24 hours), and much faster training (about three days). The platform helped process tens of thousands of storm claims quickly, generated roughly 40% higher fraud-detection savings, shortened claim cycle times, and contributed to a rise in customer satisfaction (SAT up about three points to an all-time high).

LV= Insurance

Martin Miliner

General Insurance Claims Director