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Kate W

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Review of the Virgin Money, Travel insurance:

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incredibly frustrating experience

I’ve had an incredibly frustrating experience with Virgin Money Travel Insurance. I submitted a straightforward claim on 10 April after my child fell ill on holiday and we had to see a private GP due to high fever — a minor, basic medical expense. Despite uploading all required documents the same day, nothing happened until I followed up. Only then was my claim assigned and the status updated to “we have raised your payment” on 22 April. Since then, there has been no confirmation email, payment, or further communication. I’ve emailed their claims partner multiple times — no reply, just ignored me. When I called, I was told “today or tomorrow” again and again, with no escalation or real progress. Support staff sound scripted and passive. This was a low-value, non-complex claim — it should never take over three weeks with no resolution. I’ve now had to raise a formal complaint and may take the issue to the Financial Ombudsman if not resolved soon. Very disappointing service. Reviewed on: 2nd May 2025

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