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LV launches broker chat via portal

LV launches broker chat via portal

LV has announced it is to use a web chat capability for LV employees to speak to brokers remotely via its broker portal, as the first in a number of rollouts.

Through the Vizolution’s vChat facility, pilot brokers are able to ‘live’ chat with an LV employee and instantly download and upload documentation. It claims to be the first insurer to roll out such a “comprehensive digital offering” to brokers.

LV said that brokers can ‘live’ chat in real-time with an LV employee for other more complicated and policy specific queries.

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Alongside this, the web chat conversation can be enhanced with images, documents and product templates which can help to explain complex issues and increase the customers understanding. Brokers can also instantly print or save documentation through the technology.

The technology is currently being piloted with a small number of brokers with plans to roll out to other products and a wide range of broker partners over the rest of the year.

Phil Bunker, managing director at LV Broker, said: “We are always looking for ways to enhance the customer experience and the launch of this new technology is a big step in enabling brokers to deal with us digitally if they prefer. Because the technology gives an instant answer it should be helpful for brokers who need an immediate response to their query, 24/7.”

Bill Safran, chief executive officer of Vizolution said: “Using vChat LV employees can use advanced multi-media to explain highly complex products/issues to the customer. The use of images, electronic signatures, calculators, secure file delivery/receipt means that they can fully engage the broker and help them through to a completed transaction.”

In May this year, LV became the latest provider to launch a regulated online advice service for the retirement income market, in conjunction with online adviser Wealth Wizards.

Clear Online Retirement Advice, aims to close the advice gap and remove the barriers that stop what LV referred to as ‘middle Britain’ seeking support.

In March this year, LV launched a retirement income proposition designed to help advisers explain, recommend and administer single or blended retirement solutions to clients.

The LV Retirement Pathfinder has a number of elements and tools designed to bring the new pension freedoms to life for advisers.

Advisers can tailor multiple product solutions, for example drawdown and annuity products, together in a single application an policy for their clients.

ruth.gillbe@ft.com