Case Study: LV= General Insurance achieves record customer satisfaction and rapid flood-claim handling with Guidewire ClaimCenter

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

Liverpool Victoria (LV=) is a UK insurer serving more than five million customers. The company struggled with an ageing, inflexible claims system that slowed workflows, made fraud detection and triage difficult, and required lengthy training times—weaknesses that were exposed during major weather events and large claim surges.

LV= implemented Guidewire ClaimCenter using an agile approach, replacing the old system with a user-friendly platform that sped training from weeks to days, improved fraud detection savings by about 40%, and enabled rapid triage and proactive outreach during the 2013–14 storms. As a result, handlers processed tens of thousands of storm claims quickly, customers were contacted within 24 hours, and customer satisfaction reached record levels.

LV= General Insurance

Ian Marsh

Technical Home Claims Manager