LV= General Insurance unveils pioneering tool

"We're always trying to make things easier for our customers"

LV= General Insurance unveils pioneering tool


By Terry Gangcuangco

The first voice skill for car insurance customers by a direct insurer has arrived, thanks to LV= General Insurance (LV=GI).

One of the largest personal lines insurers in the UK has brought to market a new voice skill that allows customers with Amazon Alexa or Google Home Assistant products to ask questions about their policy via a simple “open LV” command.

Described as a ‘first of its kind’, it is initially able to answer more than 500 policy-based questions, with constant updates planned to help add or refine answers. The offering is based on the commonly asked questions on the insurer’s chat platform and at its call centre.

“At LV=GI we’re always trying to make things easier for our customers, so with nearly 13 million smart speakers sold in the UK in 2019 we thought a voice app would be helpful,” explained LV=GI sales and marketing director Jon Mansley.

“With the launch of this new voice skill, customers can now find out details of their policy in a matter of seconds, simply by asking their smart device.”

LV=GI also believes the alternative method could lessen the thousands of policy questions fielded by its call centre staff to make room for more in-depth call handling. In addition, the app is designed to aid customers who are less able to use a computer or telephone to access policy information.

Specialist agency Rabbit and Pork helped LV=GI build the new functionality.

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