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Virgin Money Travel Insurance Reviews

Ratings based on 36 reviews Last review 1 week ago

Whether you’re seeking the sun, snow or city lights, Virgin Money has you covered. Choose from single trip, backpacker or annual multi-trip (with winter sports cover as standard). And with our annual multi-trip, kids get cover for free when travelling with paying parents or grandparents – up to three under 18’s per adult.

Brought to you by Virgin Money Travel Insurance, provided by InsureandGo and underwritten by MAPFRE Asistencia.

5 13
4 5
3 0
2 3
1 15

Your Travel Insurance Reviews (36)

5th August 2019

Mess up our insurance,

I paid for our insurance online for USA but it kept changing it to Europe and other non- European countries. I realised too late on holiday when we really needed the insurance due to illness. I was told that they would try and change it and we were...

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I paid for our insurance online for USA but it kept changing it to Europe and other non- European countries. I realised too late on holiday when we really needed the insurance due to illness. I was told that they would try and change it and we were rejected by virgin. We have a week left and my husband being in hospital. Now we are left with no insurance and a bill for hospital treatment we are going to have to pay off for a long time.
Considering I paid more, a current customer of virgin money and booked with virgin holidays that they might of sorted this out. Very disappointed will not be buying insurance from them again.

3rd August 2019

Waste of money

Unfortunately had to claim when member of our party took ill and holiday was abandoned. No compensation was paid out to us. Fights, Disney tickets, car parking and hotel all apparently not covered after the £195 per person excess charge, there was ...

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Unfortunately had to claim when member of our party took ill and holiday was abandoned. No compensation was paid out to us. Fights, Disney tickets, car parking and hotel all apparently not covered after the £195 per person excess charge, there was 2 of us. Total rip off and would not recommend to anyone.

16th July 2019

Got mugged and lost a lot of my belongings (inlc. passport, phone etc). I ended up getting nothing from Virgin.

Got mugged and lost a lot of my belongings (inlc. passport, phone etc). Virgin travel would find the smallest flaw and will use it against you. Be careful when choosing them as paying for a better service could potentially help you safe thousands. I...

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Got mugged and lost a lot of my belongings (inlc. passport, phone etc). Virgin travel would find the smallest flaw and will use it against you. Be careful when choosing them as paying for a better service could potentially help you safe thousands. I ended up getting nothing from Virgin.

11th June 2019

Do not waste your money

I lost some Jewellery on my return journey home....

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I lost some Jewellery on my return journey home.
They are refusing to honour my claim as I did not get a report from travel company or airline. I contacted the airport on arrival home but no response received from them. The timeframe has since expired and virgin take exactly 7 days to respond to any emails which further invalidates the claim.
They are saying I had every opportunity to get a police report despite the fact I was already back in the UK. How is this possible.

Why did call handler not advise me of that ?
They use every excuse in the book not to pay out.
I chose virgin based on their name within the industry thinking I was paying my premium in good faith not it appears they are cowboys and will look for any opportunity to refuse you’re claim.
If I knew where I lost the items they would not be lost would they.

I can’t contact the taxi company as I have no idea who they were.

Airport have been contacted but no response after 2 weeks.

I have never experienced any issues with any insurance company before.
I have lost £1200 worth of Jewellery which I cannot afford to replace .

I will be taking my complaint to the Financial Ombudsman Service as they are using every possible excuse not to pay out and asking for reports that were not possible to obtain.

PLEASE DO NOT WASTE YOU'RE MONEY ON THIS INSURANCE THEY ARE COWBOYS.

8th March 2019

really worried about having this travel insurance as the reviews are so bad on it

I took virgin travel insurance out on line I tried to access my account online but could not, so I telephoned virgin travel insurance, I explained that I was a bit concerned as I could not access my travel insurance account online saying it has not...

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I took virgin travel insurance out on line I tried to access my account online but could not, so I telephoned virgin travel insurance, I explained that I was a bit concerned as I could not access my travel insurance account online saying it has not recognised my policy number, got me worried, the customer service assistant said she would email and post my insurance documents, still worried about my cover in case me and my family should need to use it, so I thought I would look at the reviews, now I am even more worried, the majority of the people happy with their policy's, are the ones who have not had to make a claim yet!! please reassure me feel like taking another one out or asking for my money back.

27th February 2019

Waste of time and money - do not use this company!

Our luggage was rummaged through on a flight abroad and expensive earphones, speaker, mobile phone and jewellery was stollen. Upon returning we called them, told them everything, at which point they asked us for numerous documents, receipts and a...

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Our luggage was rummaged through on a flight abroad and expensive earphones, speaker, mobile phone and jewellery was stollen. Upon returning we called them, told them everything, at which point they asked us for numerous documents, receipts and a mobile provider letter. We spent ages prepping all the documents required, only to be told a month after our trip that as the products were not in hand luggage, it's not their problem and they will not honour our claim. Will never use this company for anything ever again!

Reply from Virgin Money
Hi Kerri, thanks for getting in touch. If you'd like me to take a closer look please email your name, address and contact number across to reviewhelper@virginmoney.com and I'll take it from there. Thanks, Lindsay
27th February 2019

On-Line ISA misery

I opened a Double Take E-ISA for a better interest rate on my older Access ISA. From start to finish I have had trouble with the passwords issued to me - to the point when trying to make an on-line access, I was asked to provide the 9th digit of the...

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I opened a Double Take E-ISA for a better interest rate on my older Access ISA. From start to finish I have had trouble with the passwords issued to me - to the point when trying to make an on-line access, I was asked to provide the 9th digit of the 'one-time' digit posted to me which only comprised of 8 digits. Their help and support lines, which you have to pay for, are poor. For the preservation of my blood pressure, I've closed the account and can fully understand now why Virgin Money customer ratings are so low !

Reply from Virgin Money
Good Morning Malcolm. If you'd like me to investigate further, please email your name, address and contact number across to reviewhelper@virgmoney.com and I'd be happy to. Thanks, Lindsay
24th February 2019

Poor customer service and poor case management

Received a fit to fly certificate in spite of evidence I clearly was not fit to fly. Then cancelled my cover. E mails not answered and flight refund not received. A fourth attempt to get a response will be the final one. Next stop national media.

Reply from Virgin Money
Good Afternoon Caroline. If you'd like me to step in to see if I can help, please email your details across to reviewhelper@virginmoney.com and I'll take it from there. Thanks, Lindsay.
17th December 2018

AVOID AVOID AVOID

Terrible service. We were lied to. They mixed our paperwork up. They say in insurance policy that they will provide taxis. We explained we were in a small airport with temperature outside being -15 and they never got us a taxi to accomadation and...

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Terrible service. We were lied to. They mixed our paperwork up. They say in insurance policy that they will provide taxis. We explained we were in a small airport with temperature outside being -15 and they never got us a taxi to accomadation and airport was closing. The airport staff kindly took us to our accomadation in their own cars 23 miles away or we would have been outside with two small children and it not survial conditions. In the morning they said they had a taxi for us to take us back to airport. I rang them to ask for flight details and they said sorry can't get you a taxi. We had to beg a stranger to take us to airport. If I hadn't not rung Virgin for flight details we would have not known that a taxi wasn't coming and we would have missed our flight. Never will I have anything from Virgin again.

11th November 2018

Happy with online process, then I called the team

The online process was pretty good, however I called to go through with an agent some questions and concerns I had. They didn't really instil me with much confidence to be honest, in fact I don't feel very confident at all with purchasing this...

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The online process was pretty good, however I called to go through with an agent some questions and concerns I had. They didn't really instil me with much confidence to be honest, in fact I don't feel very confident at all with purchasing this insurance. I felt like they weren't really trained to answer questions correctly. Also, to be honest I felt like they were trying to avoid answering my questions and referred me to the online form which made me feel uneasy.
I'm going to be investigating other companies.

Reply from Virgin Money
Thanks for your feedback Grace, so we can help further can you email your details to reviewhelper@virginmoney.com? Thanks, Jane
31st October 2018

AVOID THIS INSURANCE

Took out insurance for holiday not knowing mum was diagnosised with terminal cancer, at time of taking out insurance mum very well, mum had hospital appointment week before we were to fly out for our 30th , small op, never came out and five days...

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Took out insurance for holiday not knowing mum was diagnosised with terminal cancer, at time of taking out insurance mum very well, mum had hospital appointment week before we were to fly out for our 30th , small op, never came out and five days latter told she had 2 hours to live , this given by the consultants at the hospital, cancelled holiday as due the next morning, filled all paper work out and got hospital consultant to fill in medical certificate, after a few weeks was told this was isn’t enough , very strange as they were looking after mum in Ipswich hospital, now 2 months latter and have requested another certificate from my mums GP, mum still here and has been in hospice for 8 weeks now very poorly, have had emails from travel claims services and they are assuming that I knew my mum would be in hospital at the time of my holiday, feel so upset by some of the letters received and comments made , now going to my mums GP and paying for him to fill out another medical certificate, what more can I do , feel very let down by this company, thanks , mr g Harper

Reply from Virgin Money
So sorry to hear about this, I'll have a look into this for you. Can you send your details over to reviewhelper@virginmoney.com and I'll pick it up from there? Thanks, Holly
26th October 2018

Do not care about their customers

Do not care about their customers. You will be losing my services, and I will be cancelling my Virgin Media TV & Broadband package too because I do not want to be with a company that doesn't care about their customers. One slight oversight, payed off...

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Do not care about their customers. You will be losing my services, and I will be cancelling my Virgin Media TV & Broadband package too because I do not want to be with a company that doesn't care about their customers. One slight oversight, payed off 16 times the minimum amount to show i'm not messing about and still no help to re-instate my 0% interest on a very hefty amount I borrow from them! What ever happened to goodwill gestures and caring about the customer?? Because I certainly feel like this company don't. Yet you text to remind me AFTER the deadline.. what help is that to anyone.

Reply from Virgin Money
Hi Kayleigh, so I can look into this for you can you email your postal address and best contact number to reviewhelper@virginmoney.com? Thanks, Jane
16th October 2018

Dissapointed

Claimed for Holiday Cancellation due to mum having a heart attack, (she was not in the party to travel), very slow to respond, 28-30 days, then told I needed to provide Proof of payment, I had already provided emails from the provider to confirm...

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Claimed for Holiday Cancellation due to mum having a heart attack, (she was not in the party to travel), very slow to respond, 28-30 days, then told I needed to provide Proof of payment, I had already provided emails from the provider to confirm booking payment and cancellation of the holiday, another potential 28-30 days wait. Why didn't they tell me initially that I needed to provide this? when I phoned to chase progress, minimum 20 minute wait to speak to an adviser. Virgin are using 'Travel Claims Services' to process their claims, I would avoid any insurer that uses them. I thought Virgin were a premium provider that made transactions simple, how very wrong, second rate at best, complex and slow.

Reply from Virgin Money
Thanks for getting in touch Paul, sorry to hear about that. If you'd like us to see what we can do to help further on this end, just email your details to reviewhelper@virginmoney.com. Thanks, Jane
23rd September 2018

good and easy quick

online very quick to do, confirm letter in 2 days helpful friendly

Reply from Virgin Money
Thanks for your feedback Carol, great to hear you're happy with your Travel Insurance policy with us. Hope you have a great holiday! Thanks, Jane
3rd September 2018

Virgin Travel Insurance is a must!

Great communication, reasonable prices. Very easy to get in touch with an make a claim.

Reply from Virgin Money
Hi Sriya, thanks for your feedback - if there's anything we can help with just get back in touch. Thanks, Jane
22nd July 2018

Not what I expected

I explained my elderly father( 88 ) diagnosed with cancer with supporting doctors letter so the holiday was cancelled prior to the flight. Virgin wanted a further document completed by the doctor when the first letter was sufficiently detailed. The...

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I explained my elderly father( 88 ) diagnosed with cancer with supporting doctors letter so the holiday was cancelled prior to the flight. Virgin wanted a further document completed by the doctor when the first letter was sufficiently detailed. The first letter was a charge and so would the second and my father did not want to bother his doctor further. You felt Virgin was unhelpful, lacked consideration and was making the claim difficult to process rather than being understanding. Very disappointing " experience " and I wont renew on expiry

Reply from Virgin Money
So sorry to hear that Clive, if you'd like us to take a look into this for you just email your details to reviewhelper@virginmoney.com. Thanks, Jane
5th June 2018

Beware of auto renewal on 12 month policy paid by credit card.

First 12 month policy branded as 'Virgin' no problems with that but I did not recall accepting auto renewal by credit card. Only realised a second year had been taken during a credit card statement check when an entry from Insure and go appeared. Took...

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First 12 month policy branded as 'Virgin' no problems with that but I did not recall accepting auto renewal by credit card. Only realised a second year had been taken during a credit card statement check when an entry from Insure and go appeared. Took far to long to get the unwanted policy cancelled and the money to be refunded. Had to threaten to withdraw investments and cancel mobile contracts before VM would act.
This happened a few years ago so I would hope their marketing has been made clearer now.

Reply from Virgin Money
Hello, if you’d like to discuss this further Dee just pop your details over to reviewhelper@virginmoney.com and I’ll take it from there. Thanks, Lindsay
1st October 2017

Friendly company, easy to understand my purchase

I purchased good value travel insurance. Clear policy, easy to understand.

Reply from Virgin Money
Great to hear you're happy with your Travel Insurance policy Kathryn! Hope you have a fab holiday, just let us know if there's anything we can help with. Thanks, Jane