FAQs & help

These questions and answers should tell you most things that you need to know about this service. If you can't find what you're looking for, please get in touch.

What exactly is L.I.ON?

L.I.ON stands for Legal Indemnities Online. It's a free service from Aviva (the UK's largest insurer) that offers solicitors and conveyancing firms a quick and easy way to arrange legal indemnity cover and get quotes for premiums. As you know, sorting out cover can be very time-consuming and costly both to your business and your clients.

Not any more.

L.I.ON offers highly-competitive rates for cover, which can all be arranged online. And it's already used by thousands of Solicitors and Conveyancing firms in England, Wales and Northern Ireland.

With L.I.ON you can:

• Arrange indemnity cover for both residential and commercial property transactions for a wide range of situations
• Get highly-competitive quotations and save or print off policy documentation in minutes
• Enhance your customer service: L.I.ON helps you to help your clients meet the latest insurance regulations. Our practical policy summaries outline the details you need to create 'Demands and Needs' statements for your clients
• Arrange payment of premium on account, at the end of the month (if you wish). L.I.ON creates an easy-to-understand accounts system, with a download facility to print (so you can easily reconcile and arrange payment of premium at month end).

Why should I use L.I.ON?

L.I.ON will save you time and effort – and enhance your conveyancing service. You have a wide range of legal indemnity insurance policies at your fingertips. There are no forms to fill in. There's no need to walk over to the fax machine or post documents.

For your clients, you'll be able to offer them extensive cover to meet their needs and highly-competitive premium rates. Generally, the premiums are lower than the premiums obtained via our 1-Call Telephone Team and our self-issue pack. Plus, you can get your hands on policy documents and information speedily.

L.I.ON is a free service. It's available 24/7. It's backed-up by the support of a specialist, dedicated team of underwriters. And it's tried-and-tested – having been used successfully by both volume and smaller solicitors and conveyancing firms for many years.

Why not try L.I.ON?

How does L.I.ON work?

L.I.ON is a full-trading website that's accessed using the internet. The service allows you to obtain a legal indemnity quotation in minutes. From this quotation, you can obtain a final policy – either straightaway or up to 120 days later.

The final policy is printed directly from the web – so there's no waiting around for documentation. Once the policy's set up, the premium appears on your account for payment. You can view your balance online at anytime and see what's owed and what's been paid for.

That's it in a nutshell. Once you've registered, you'll be able to view and print a full L.I.ON user guide.

Please note: L.I.ON may only be used for authorised Aviva business purposes, in accordance with our Conditions of use. The programs and data held on L.I.ON are owned by Aviva Insurance Limited and are only available to users who have been registered by Aviva for this service.

Is L.I.ON really free?

Yes, with no strings. You only pay for the final policies you request.

What does L.I.ON cover?

A lot. With L.I.ON, you have an extensive range of legal indemnity covers for both residential and commercial property transactions at your fingertips.

Here are a few examples of what we cover, but we wouldn't have room to list the full range. Besides, we're regularly upgrading our offering to meet the changing requirements of the conveyancing market.

• Lack of planning permission and building regulation consent
• Breach of restrictive covenants
• No easement for access or to use services
• Lost title deeds
• Leasehold problems (including absent landlord, good leasehold title, lack of or inability to enforce covenants for maintenance or repair, no rights of support/protection, contingent buildings insurance and forfeiture of lease)
• Deeds of gift; transfer at undervalue
• Search indemnities, including no search on purchase or remortgage, search delay, search validation and no chancel search
• Absent rent-charge owner or missing rent-charge deed
• Outstanding charges entries
• Deposit guarantee
• Flying freehold
• Possessory title.

Even if the cover you need appears not to be available on L.I.ON, you can still submit your request to our experienced team of underwriters for consideration. All L.I.ON users are given priority service for any enquiries submitted to our legal indemnity team.

Contact us for details of how to submit a complex request that falls outside of those policy covers available on L.I.ON.

How can I be confident that L.I.ON will be available when I need it?

You can take our word for it – or read the following answer from our tech heads:

"The infrastructure behind L.I.ON has been designed to provide a resilient and flexible service, with no loss of performance during periods of peak use. The service uses dual servers so that in the event of a failure, a seamless switchover occurs. The site is also monitored 24 hours a day to make sure L.I.ON is delivering the highest quality service possible."

What happens if cover I want falls outside of L.I.ON?

In the rare cases where L.I.ON is unable to provide a quote, we have a dedicated underwriting support team on hand to help. Just get in touch and we'll take a look at the risk.

Are policy summaries (Keyfacts) available?

Yes, a full range of policy summaries (Keyfacts) are available for you to print or download for each policy cover.

They clearly explain:

• Why the policy is needed
• The key benefits and exclusions
• The policy period.

These documents may help you more generally to support your clients and meet regulatory requirements.

What do I do if I forget my password or can't access L.I.ON?

Your will be able to reset your password by clicking the "Forgotten password" link on the Login page.

Our Helpdesk is also there to help with any glitches, reset your password (following security checks) and offer support to get you up-and-running again quickly.

Most problems with entering passwords are because the Caps Lock are on (as L.I.ON passwords are case sensitive).

Can additional users log on?

Yes, there's no limit to the number of people in your firm who can use L.I.ON. To add additional users, your Principal Contact can fill in a form online via the "add new users" option. If the Principal Contact is unavailable, an email can be sent to lion@aviva.co.uk with your requirements.

Please include:

• The full name of the person(s) requiring access
• Their office location
• Their email address

How do I pay for premiums?

Each time you complete a policy it will appear on your firm's online account. You can view your firm's account through the Payments screen of the site. Your firm should make arrangements so that the account is paid at the end of each month, for all policies completed, by way of a single payment to Aviva. If you prefer, individual payments can be sent each time you complete a policy.

Payment is accepted via BACS or by cheque.

How do I get in touch with a query?

Our L.I.ON* service is backed-up by a dedicated team of underwriters and support staff. You can reach us in a number of ways.

By phone
Just call us on 0800 158 2234 during office hours for underwriting queries or 0800 158 2234 to speak to the L.I.ON* account manager about general, access or payment queries.
Calls may be recorded and/or monitored.

By email
Send your query to lion@aviva.co.uk and we'll get right back to you.

By fax number
Fax your query to 0800 0156971

By post
Our address is:

Aviva Legal Indemnities
DX 84900
NORWICH

or

Aviva Legal Indemnities
PO Box 6
14 Surrey Street
Norwich
NR1 3NS