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Lorraine O

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Review of the Virgin Money, Travel insurance:

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Disappointing experience with claims department.

I have had three annual travel policies and three policies specifically for cruises. Until this time I had never needed to make a claim. On our cruise this year we missed a port, so I contacted Virgin to see if we were covered. They advised me I was but needed to contact Ergo travel as they handle claims on behalf of Virgin. A missed port is a very simple claim, as proof is provided by the cruise operator. The claim process was far from simple. A great deal of information was required but I submitted everything they asked for. Email confirmed they would reply in 20 working days, they didn’t. Chased and received what I feel was a rude reply. Called customer services who said they couldn’t help. Not sure what their purpose is then? Suggested I make a complaint if I was unsatisfied. I did. My complaint was upheld and I received £50 compensation. My claim was then denied and when I asked for an explanation had to wait ages again. This has taken over three months to be dealt with. I feel you don’t really know how good your insurance company is until you need to make a claim. On the basis of my experience I will definitely not be renewing with Virgin money. Reviewed on: 20th December 2025

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