Discover how LV=’s transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.

Collaboration has been the key for LV=’s general insurance (GI) planning teams, in helping the business with its vision to be Britain’s best loved insurer. Steered by an experienced and consultative management team, they have implemented a central, closed-loop planning process that creates a clear line of sight – from the five-year plan to 15-minute intervals – and sizes the cross-skilling required between Claims, Sales and Service. The team plan for volatility and peak demand through a suite of people-friendly initiatives – including homeworking, bankable hours and lifestyle shifts, as well as Surge Planning, Fit4Peak and the Sales & Service Taskforce. LV= has seen overall 83% employee engagement (8% above benchmark), £1.1m operational savings, a 20-30% increase in claims service levels and a sector-beating 86% customer satisfaction score.

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