I am writing to formally express my deep dissatisfaction with the way my home insurance claim has been handled by LV= over the past nine months. Despite this being a high-value claim backed by extensive evidence, including indoor and outdoor CCTV footage of the entire burglary, my experience with your company has been nothing short of exhausting, unnecessarily protracted, and deeply disappointing. Background The burglary at my home occurred while I was abroad on holiday in Malaysia and was reported to LV= within 24 hours of its occurrence, despite the difficulties of managing this from overseas. The incident was also reported to the police the same day. CCTV footage was provided to your appointed loss adjusters, Woodgate & Clark, almost immediately. Despite this, the claim process has been severely delayed at every stage. The original claim was split into two parts: 1. Clothing 2. Jewellery, watches, and named high-value items Rather than processing these simultaneously — which would be expected for efficiency and customer care — LV chose to investigate each separately, further extending the timeline. It took over six months for the clothing portion to be resolved, only after relentless chasing, complaints, and repeated follow-ups from me. Ongoing Delays & Poor Communication The jewellery and watches segment of my claim — clearly listed and insured as named items — remains unresolved almost 10 months after the burglary. A cash settlement figure for this was agreed nearly three weeks ago, and I was advised by my loss adjuster at Woodgate & Clark that the payment would be in my account by the following Friday. It is still outstanding. During this period, I have been forced to repeatedly email, call, chase and escalate at every step of the process. I cannot overstate the amount of time and stress this has cost me. The burden of progressing the claim has effectively fallen on me, with little to no proactive communication from LV or Woodgate & Clark unless prompted. Complaint Handling I formally raised a complaint with LV= around four months into the claim, and only received a response last week — several months later. In this, LV acknowledged that elements of the claim had not been handled in a timely manner and offered a £350 goodwill payment as a result. While the gesture is noted, it does not adequately compensate for the emotional toll, disruption to my life, and excessive time investment that your poor handling of this case has caused. Nor does it undo the fact that I’ve had to live without adequate contents insurance, as the burglary caused my policy to lapse and has since prevented me from taking out a new policy — something I clearly communicated to your team. Final Thoughts LV’s performance throughout this claim has been woefully below the standard expected from a company once rated among the UK’s best home insurance providers. While your staff were happy to accept increased premiums for named items on the policy, their handling of the claim when it mattered has demonstrated a lack of care, urgency, and coordination. To this day, had I not had full CCTV evidence, I strongly suspect the process would have been even more obstructive. I worry deeply for other genuine claimants who may not have been in as strong a position to prove their losses. Frankly, I feel undervalued, dismissed, and disrespected as a customer. This experience has completely eroded any trust I once had in LV=, and I will never insure with your company again. I’ve advised friends, family, and colleagues to avoid your services, and I will continue to share my experience to warn others.