LV= is one of the UK’s largest financial services companies, with over five million customers and offices in eleven locations around the country. They offer a wide range of insurance, investment and retirement products, both directly to the public and via IFAs, brokers and organisations such as ASDA and Nationwide Building Society.
Their payment claims department handles up to a thousand payments each month, each of which has to be processed, checked and sent to customers by hand. They approached us to help develop an app-based solution with a focus on reducing their internal processes, and putting more information directly into the hands of their customers.
Createful developed a 4-stage solution which consists of a backend agent portal to allow system administration, an API to allow the mobile apps to authenticate and access data, and two native apps built for iOS and Android phones. The project has been a great success, and where before huge numbers of enquiries would need to be handled directly by LV= team members, customers can now monitor their payments, access their history and receive tailored assistance directly via the app itself.