Our claims performance for 2009

1. Our claims performance for 2009 For financial adviser use only

2. Our claims philosophy • As a mutual, our values and behaviours are naturally aligned with ‘Treating Customers Fairly’ • We take pride in offering confidence and comfort when it matters most – at the point of claim • Paying claims and going the extra mile are both very much part of our heritage. Our services and approach go beyond simply paying a cheque For financial adviser use only

3. Our claims handling • We’re here to help your clients • We give them direct access to all our claims staff - from claims assessors to payment clerks • We explain our claims process and decisions fully • We do everything we can to help speed their recovery and improve quality of life • Extra Care for critical illness claimants and some income protection claimants • Funding of rehabilitation assistance for income protection For financial adviser use only

4. Our 2009 claims statistics at a glance Average IP claim lasts 8 years Over £47million claims paid in total 90% of IP & CI claims paid Average IPtotal payout£93,920 Average CIpayout£72,500 For financial adviser use only

5. Headline claims statistics for 2009 Income Protection • We paid 90% of our claims • We declined around • 7% for not meeting the claim definition • 3% for non-disclosure Critical Illness • We paid 90% of our claims • We declined around • 7% for not meeting the claim definition • 3% for non-disclosure For financial adviser use only

6. Income Protection claims details • Total amount of claims paid out £11,909,585 • Average annual benefit £11,740 • Average length of claim 8 years • Average age of female claimant at claim 44 • Average age of male claimant at claim 46 Over half of our IP claims wouldn’t have been paid under our critical illness policy For financial adviser use only

7. Critical Illness claim details • Total amount of claims paid out £7,902,487 • Average payout per policyholder £72,500 • Average age of female claimant at claim 46 • Average age of male claimant at claim 49 Almost two thirds of our critical illness claims were for cancer For financial adviser use only

8. More reasons to choose LV= • Great cover and competitive rates • Insight and expertise • award-winning cover and service • account management teams • A range of tools to use with your clients: • sales aids and brochures • important facts, figures and insight • income shortfall calculator For financial adviser use only

9. Find out more For full details about our products and claims performance please speak to your dedicated account manager or visit LV.com/adviser LV= and Liverpool Victoria are registered trade marks of Liverpool Victoria Friendly Society Limited (LVFS) and LV= and LV=Liverpool Victoria are trading styles of the Liverpool Victoria group of companies. LVFS is authorised and regulated by the Financial Services Authority, register number 110035. LVFS is a member of the ABI, AFS and ILAG. Registered address: County Gates, Bournemouth BH1 2NF. Telephone: (01202) 292333. 21013229 03/10