i found LV to be quick, but got fed up of their "staff" who coul only read from a script and if what you said was not on that script they were incapable of understanding,

I too have had enormous problems with LV insurance /customer services 18 months ago. I needed a (what I thought was) replacement certificate to produce to dealer (for scrappage scheme) but they kept sending random certs for other dates and my other cars past and present. Turns out they had never issued the original cert when I renewed. Mistakes are dead easy to make of course - however my great concern was that I made many phone calls, wrote letters etc etc but I was wholly unable to escalate the issue I had to someone who could deal with it (or who cared?). I know that LV get good reports in surveys - but I only go to them as they are cheap for me.