I never thought I’d be writing a review like this, but our experience has been so upsetting & exhausting that I feel I have to... I never thought I’d be writing a review like this, but our experience has been so upsetting & exhausting that I feel I have to share it & I genuinely hope the CEO, David Hynam, reads this. We had an escape of water in our home in Jan 2026, when our baby daughter was only a few weeks old. From that moment, our family life changed completely. The house has not been functioning properly since then. We have been forced to eat, live, & look after our daughter mainly in our bedroom upstairs for months. At times we were without heating & hot water while trying to care for a newborn. It’s hard to describe how stressful that is when you are already surviving on broken sleep. I also tried my best to prevent further damage. LV appointed a project manager & arranged SOS Leak Detection, but the earliest appointment was still days away. During the wait, the leak spread into other rooms & there were signs of mould on a damp wall. I contacted SOS asking them to attend earlier as we had a one-month-old baby at home & I was worried about the damage getting worse & my baby being near mould. Unfortunately, they couldn’t attend sooner & the leak was only stopped later. We did everything we could, but the delay meant more damage & disruption. The biggest issue now is the flooring reinstatement. LV’s appointed contractor has said a liquid DPM (damp proof membrane) must be applied before the new flooring is laid. Without the DPM, they cannot provide a warranty & they’ve warned it could cause problems. LV’s Complex Claims Team refused to cover the DPM cost, which is around £10,000, saying it is “pre-existing”. We simply do not have £10,000 available. That leaves us stuck: repairs cannot be completed properly, & the stress drags on month after month. What makes this even harder to accept is that we acted in good faith to reduce LV’s costs. We were offered alternative accommodation or hotels because the works were noisy, dusty, & we had dehumidifiers running 24/7. We stayed at home upstairs instead to avoid those costs. We also accepted cheaper options for finishes & carpets, for example choosing Dulux instead of Farrow & Ball even though Farrow & Ball matched the existing paint, & selecting cheaper carpets. We tried to be reasonable & cooperative. But when I raised this, I was told that the savings were “our choice” & would not be considered. The most distressing part of all has been the attitude & lack of empathy from certain staff. I spoke with Jack from the Complex Claims Team on 26/03/26 & I was shocked by how cold & dismissive he was, even after I explained our family situation & how long this has been going on. After that call, I was so stressed that I couldn’t sleep properly. The following morning my head was spinning, I felt dizzy & like vomiting. I had to go out for a long walk just to calm myself down. With a baby at home, that level of stress is the last thing any family needs. When I complained, it took around 2 weeks to receive a response from Penny in customer relations, which only added to the feeling that the longer this drags on, the more pressure it puts on us. Her email also stated: “Jack was right in saying that any saving LV have made by not paying for a rental property shouldn’t necessarily mean that we can off-set that saving or pay the equivalent of what it will cost to replace the DPM.” That response made it feel like my concerns about how we were treated were brushed aside. My daughter is now just over 3 months old, & in a few months she will be crawling on the floor. I cannot accept a solution that risks the floor failing or becoming unsafe, e.g. sharp edges, loose sections, or other defects that could potentially harm her. This is not just about money, it’s about having a safe, functioning home again. I have written directly to the CEO because I believe some staff urgently need better training in empathy, communication, and customer care, especially when families are going through major disruption at home. This has been one of the most stressful periods of our lives. I wouldn’t wish this experience on anyone. Read more Read less

Great experience with everything very satisfying having the privilege to work with Zable

Received terrible news that I had cancer whilst away on holiday. At first great, just said sort a flight home and get treatment. but once... Received terrible news that I had cancer whilst away on holiday. At first great, just said sort a flight home and get treatment. but once home I now have to submit written evidence that I absolutely needed to come home early for my cancer op …. Thanks LV no I didn’t NEED to, I could just stay on holiday and die. Is that what you would have preferred? Read more Read less

Liverpool Victoria seems to have very sound investment management. I have been with them from when it was 'Liverpool Victoria Friendly Society'. Obviously the company... Liverpool Victoria seems to have very sound investment management. I have been with them from when it was 'Liverpool Victoria Friendly Society'. Obviously the company has gone from strength to strength. Subsequently, their customers have prospered too. Excellent updates on my investments and any changes. Very efficient customer service. I cannot fault this company. I am so pleased that many years ago the 'Friendly Society' agent simply suggested that a private pension could benefit me in the future, with absolutely no 'hard sell' or pressure, just helpfulness. Read more Read less

Happy to take a premium for over 9 years and when it comes to making a claim refuses to payout as they don’t feel the... Happy to take a premium for over 9 years and when it comes to making a claim refuses to payout as they don’t feel the illness will stop me working. Even when signed off by a medical professional with a sick note…. Don’t touch Liverpool Victoria as an insurance company for protection they just cause more stress and worry. Read more Read less

Good, but cancelling is made awkward

I have recently taken out a Buildings and Contents Insurance policy. The online quotation experience was straightforward and there were a decent number of supplementary... I have recently taken out a Buildings and Contents Insurance policy. The online quotation experience was straightforward and there were a decent number of supplementary elements that the purchaser could elect to customise their personal insurance package with if so desired/required. Read more Read less

I have life insurance and I received a phone call from a person saying he was one of your managers i was very busy and... I have life insurance and I received a phone call from a person saying he was one of your managers i was very busy and said so.The person pushed into phoning back even though i said I wasn’t interested.When he phoned back I said again I wasn’t interested in upping my policy.His reply was an absolute disgrace he said I had wasted his time and if I wanted to cancel my insurance to do it myself he wasn’t my slave and to spend my money on burritos!Absolutely disgraceful just because he couldn’t get any more money out of me.He sounded Indian to me!!!I have a good mind to cancel my policy.This man needs a good talking to!! Read more Read less

Call handlers are are no help. the loss adjuster are no help you can’t get hold of them they are always on holiday or sick.... Call handlers are are no help. the loss adjuster are no help you can’t get hold of them they are always on holiday or sick. And the company that is assigned to dealing with putting your home back together are third class builders. Clueless Read more Read less