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Sid Wells

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Review of the Virgin Money, Travel Insurance:

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AVOID!!!

This is a scandalous insurance service fronted by the household name, Virgin. When it comes to making a claim via Virgin's appointed agent "Claims Settlement Agencies Ltd, a Gallagher Bassett company" the service is appalling. Everything I've read in other negative reviews about this service (poor website claim system that does not work, an average of 4 weeks to get an email reply, emails poorly written, difficult to reach by phone.......etc) is TRUE. I first made my claim for a cancelled holiday (following a family death) on the 28th July 23. Today (30th Nov 23) I'm only 50% of the way through my claim (according to their website), but with no reliable or professional communications from CSA ltd, there seems to be no end in sight. To date I have raised complaints with CSA, promised a response within 3 days, but nothing. I have also raised the complaint direct with Virgin Money (2 emails, no response). I finally reached the Virgin complaints department by phone and they said they couldn't handle the complaint as it was nothing to do with them. They then transferred my call to CSA Ltd, who couldn't help me and promised a manager would call me back (I'm still waiting). I've had a Virgin Insurance policy for 4 years, this is my first claim and I wish I'd read others reviews before renewing. AVOID VIRGIN TRAVEL MONEY INSURANCE, so far it's been worthless when called upon. Reviewed on: 30th November 2023

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