Virgin Money Travel Insurance Reviews

Ratings based on 66 reviews Last review 3 weeks ago

5 17
4 6
3 1
2 3
1 39

Your Travel Insurance Reviews (66)

12th November 2020

Dont waste your money for travel insurance

I had travel insurance, my suitcase stolen in Barcelona did everything right, they want to wash their hand asking receipt of every single item. What?

3rd November 2020

Do not waste your money

Avoid at all costs. I had to cancel my holiday because of the first covid lockdown. The holiday was booked before anyone was even aware of Covid. My family who used different insurance providers were refunded within a month. It has been 7 months and...

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Avoid at all costs. I had to cancel my holiday because of the first covid lockdown. The holiday was booked before anyone was even aware of Covid. My family who used different insurance providers were refunded within a month. It has been 7 months and there is still no progress. They just send a standard email every 40 days to say how it is being processed - with nothing actually happening. And yet they managed to find the time to process my renewal. It is criminal in my opinion that they are able to take money for a service they are clearly not providing.

27th October 2020

Shocking service

Hours of phone calls, lies, passing the buck, false promises to 'expediate' my claim and 'get a manager to phone within 5 days' and never ending excuses! No-one ever phoned (despite being told on 4 occasions they would). They never reply to emails. I...

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Hours of phone calls, lies, passing the buck, false promises to 'expediate' my claim and 'get a manager to phone within 5 days' and never ending excuses! No-one ever phoned (despite being told on 4 occasions they would). They never reply to emails. I ended up forwarding my complaints to the financial ombudsman. Depite saying they covered for cancellations due to covid restrictions Virgin Travel Insurance have now sent me 1/4 of what I should be entitled to and even that has taken 6 months! Shocking service I would not recommend to anyone. My view - steer clear.

24th October 2020

Never pay out

They never pay out, i have a straight forward claim, i was stranded in Tenerife 5 Months, every time they want more info its 45 day for a reply, that will be 7 Months and no sign of the money i paid out, while stranded. Do not us them.

1st October 2020

Well at least I learned who not to use in the future

My wife and I took out an annual travel insurance policy with them. They then introduced a coronavirus exemption. No option to adjust policy, leaving us with no other option to take out insurance with another provider. Getting a refund was so...

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My wife and I took out an annual travel insurance policy with them. They then introduced a coronavirus exemption. No option to adjust policy, leaving us with no other option to take out insurance with another provider. Getting a refund was so difficult it was as though they were doing it deliberately to put us off. No email option and long waits to get through on the telephone with promises to call back which never happened. To round it all off they sent us an email to say that coronavirus cover was reinstalled after we had taken out the policy with an alternate policy. In the end we were only able to get a partial refund on a policy we were never able to use. My impression is that as a company they just don’t care once they have your money. My only comfort is the knowledge that I am not having to rely on them paying out if I needed to make a claim. From my experience I would expect them to make it as difficult and time consuming as possible and they would do everything they could do to avoid paying. There are much better companies out there.

30th September 2020

Just don't take out Travel insurance with Virgin Money, save yourself the hassle. Appalling to deal with and won't pay out.

Unprofessional, uncaring, evasive and completely insincere in everything they do.

24th September 2020

Most appalling company I have ever had the misfortune to deal with

This company are very quick and happy to take your money but find every excuse not to pay out for a claim. My travel insurance claim has been "looked at" by so many different people it's unreal. They promise to get back to me and then ask for more...

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This company are very quick and happy to take your money but find every excuse not to pay out for a claim. My travel insurance claim has been "looked at" by so many different people it's unreal. They promise to get back to me and then ask for more information. They are now asking for the same information, months later. If everyone stopped looking and actually did some work I'm sure the claim could be resolved but I think it's all stalling tactics.
Dreadful company to contact and deal with. They just don't want to know.

17th September 2020

The worst travel insurance ever!!!

Since April I have tried to get this company to review my travel claim. I have been fobbed off with numerous promises on timescales of when a claims advisor would respond to my claim. Numerous excuses why they haven't responded. I have complained and...

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Since April I have tried to get this company to review my travel claim. I have been fobbed off with numerous promises on timescales of when a claims advisor would respond to my claim. Numerous excuses why they haven't responded. I have complained and still not had anyone actually look at my claim and no decision as yet. I have now made a complaint to the financial ombudsman. Avoid at all cost!!

15th September 2020

Horrendous

For 6 months now, Virgin has constantly misled me with false information, false hopes, false timeframes and frankly, nonexistent customer service. I was told in April that it would take 30 working days to resolve my case (submitted in March)....

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For 6 months now, Virgin has constantly misled me with false information, false hopes, false timeframes and frankly, nonexistent customer service. I was told in April that it would take 30 working days to resolve my case (submitted in March).

It's now been 117 working days since I submitted my claim.

1 month ago Virgin promised to escalate my case to a Temp 5, supposedly marking it as urgent. I was assured the case would be resolved in 20 working days or sooner.

Nope.

Phoned today to chase and spoke to a member of staff. She put me on hold to file a complaint for me. I waited 10 minutes and the line 'cut out'. I miraculously managed to get through to another advisor within 5 minutes, asked to be put through to the previous advisor...

only to be told SHE WAS ON HER LUNCH BREAK.

What.the.actual...?

Needless to say... Dealing with Virgin has been utterly painful, stressful and exasperating the whole time. I've already been in contact with the Ombudsman and will be pursuing further action.

Unacceptable is the politest way I can put it.

Meanwhile, Virgin are proudly showing off their fancy new website... How much did that cost?

4th August 2020

SCUM OF THE EARTH. AVOID AT ALL COST

I had a ski holiday booked for Feb 2020 and couldn't travel due to a stomach infection and...

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I had a ski holiday booked for Feb 2020 and couldn't travel due to a stomach infection and vomiting.
Put in claim and they "lost"my documents. Resent everything including another medical form via email and now been told they need the new medical form. Don't these vile people ever check their email??
Still no further on and its been going on since early february. I am now going to the financial ombudsman. Please please never use this company.

3rd August 2020

Disgrace!! Do not use.

The most disgusting and disrespectful company I have ever used. Due to the FCO travel advise I had to claim a full refund through my travel insurance as advised by my travel agent ( Virgin Holidays)....

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The most disgusting and disrespectful company I have ever used. Due to the FCO travel advise I had to claim a full refund through my travel insurance as advised by my travel agent ( Virgin Holidays).

I did this 5 months ago...Still no resolution on a basic open close case! Communication is so poor with lead times stated as 50 working days to review information and complete claim. I’m 80 working in days I’m with no closer to completion.

2nd July 2020

HEARTLESS.CALLOUS. DISGRACEFUL COMPANY

We booked a holiday to Vietnam on Feb 2020 . a week before we were due to fly my partners father had a fall and unfortunately died. i canceled flights.villa and internal flights along with overnight stay at heathrow hotel and car parking for the 2...

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We booked a holiday to Vietnam on Feb 2020 . a week before we were due to fly my partners father had a fall and unfortunately died. i canceled flights.villa and internal flights along with overnight stay at heathrow hotel and car parking for the 2 week period.i called Virgin claims and a claim form was sent out at the end of Feb 2020. the first hit was that all separate items flights are 1 claim. hotel stay in London =1 claim internal flights are another claim etc and all are subject to excess at £150 each! so internal flights and basically anything costing £300 or below are not claimable. this amounts to £900 .
so left with only the £1258 return flights from and too Gatwick allowable we attempted to complete the paperwork, original documents ONLY to be sent by recorded delivery to virgin travel claims. death certificate. completed claim form. doctors letter confirming that cause of death wasn't an existing condition! it says trauma from falling on the death certificate ! recorded delivery letter with all documentation sent on 23/03/2020 and there it still sits , i'm told it was signed for by security guard and since all staff are working from home and have no access to post ( and no date when this will change as of today 1st July) Virgin are also saying that as they still dont have the claim form there is in fact no claim registered.
PLEASE spare yourself the heartache and bull**** we have been through and buy insurance from anyone but this disgusting company

12th May 2020

Worst Travel Insurance company

The staff is rude on the phone and not helpful at all. I purchased an insurance cover and paid £77 just for a week-long trip. It got cancelled due to COVID-19 and they are asking me for further proof that I didn't travel (I mean hello, are you alive ...

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The staff is rude on the phone and not helpful at all. I purchased an insurance cover and paid £77 just for a week-long trip. It got cancelled due to COVID-19 and they are asking me for further proof that I didn't travel (I mean hello, are you alive and looking around?). They are also asking me invoices for things which they don't have to cover like hotels. I have raised a complaint and will be pursuing it all the way to ombudsman service. Richard Branson has some nerve asking for a bailout for this pile of c**p!

24th March 2020

Brilliant, easy and quick when needed most

My wife, myself and our 1 year old son were in Colombia visiting family/ taking a holiday. The madness caused by coronavirus meant flights were ending to return home. Our original flight was cancelled. I called virgin and they rebooked us on an...

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My wife, myself and our 1 year old son were in Colombia visiting family/ taking a holiday. The madness caused by coronavirus meant flights were ending to return home. Our original flight was cancelled. I called virgin and they rebooked us on an earlier flight home. This was all within a couple of hours of my initial call. Amazing service. They even called to check we had arrived back in the UK. Based on my experience, I can't recommend them enough. Brilliant.

4th February 2020

Avoid like the plague. We took out the top level cover AND optional travel disruption but they still didn't pay out

I took out the Annual multi-trip insurance with the 'take as many trips as you like' and 'arrange just once for all-year cover' subject to a maximum duration of 90 days for the Annual Black (Family) Cover that I opted for....

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I took out the Annual multi-trip insurance with the 'take as many trips as you like' and 'arrange just once for all-year cover' subject to a maximum duration of 90 days for the Annual Black (Family) Cover that I opted for.

It said "if you cancel or cut your trip short then we will pay up to the policy limit for travel and accommodation you don't use and can't claim back directly" and when you click on the link on the website regarding one of the reasons they'd pay this it clearly stipulates that it would pay you for 'any claim that results in you missing a connection flight'. So you think...great...I have around 12 connecting flights from London - Kiev - India + internal flights - Kuala Lumpur - Cambodia - Thailand - Vietnam - Egypt - Amman - London ...a whirlwind honeymoon covering lots of places and I need to cover myself in the event something goes wrong.

The thing is what they DIDN'T say is that they only cover delays on the first flight and the last flight...none of the flights inbetween. We'd taken the optional Travel Disruption cover out as well. So... our plane nearly went down and emergency landed on the 2nd flight from Kiev to India with NO compensation for the 24-hour delay, we totally missed our hotel and paid excursion in Delhi...we didn't even see Delhi, we lost half a day in Cambodia due to flight changes and a few more things besides.

Trying to get through on the phone for a claim is hard. They aren't open when when they say ...only their sales team takes calls later in the evening. I'm woefully unimpressed with my £466.41 insurance.