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Virgin Money: Travel insurance reviews

Name: Travel insurance
Rating: 2.12 (107 reviews)

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1.76

Based on 107 reviews, last reviewed 20th Dec 2025

No new 5 star reviews

in the past 90 days

50% decrease in 1 star reviews

in the past 90 days

22%

67%

Latest highest rating:

5

Was taken into hospital virgin money sorted out all... Was taken into hospital virgin money sorted out all my expenses would highly recommend them Reviewed on: 4th November 2024

Latest lowest rating:

2

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... Read more Reviewed on: 20th December 2025

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About this product

Virgin Money travel insurance is available for annual multi-trip or a single trip.

Virgin Money offer three levels of travel insurance. Red is the lowest cost policy with a £100 excess per person. Silver is mid-range and has an excess of £75 per person. Gold is the highest cover level with £50 excess per person.

Virgin Money travel insurance reviews help you find out what it’s really like to be a customer. If you’ve used Virgin Money before, you can also leave a review and share your experience.

Virgin Money Travel insurance reviews (107)

Review of the Virgin Money, Travel insurance:

Virgin Travel Insurance

I took out insurance with Virgin travel before a holiday to Crete in April. Firstly the product is good and it is reasonably priced. That said the service I received after I was hospitalised for 8 days was abysmal. It took me over 2 months to receive the monies due to me after many emails and telephone approaches. No one seems to carry any authority and agents constantly ask for information which has already been supplied, no one reads the file. For the foregoing I would definitely not recommend Reviewed on: 11th July 2024

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

Sent in claim it got returned no explanation, after...

Sent in claim it got returned no explanation, after hrs trying to contact them on the phone was told they couldn’t help, went on the app no help at all do not use this company Reviewed on: 18th December 2025

Virgin and AIG insurance contact now almost useless

Contacted AIG to renew 2025 and put through to someone who could not speak decent English, had no idea of insurance. Computer generated answers which were unintelligible. No idea what the person was saying and just quoting off a computer screen. Probably will need to move from Virgin and try another. Reviewed on: 17th November 2025

Avoid Virgin/Ergo holiday insurance

My flight was cancelled and the holiday insurance did not pay out. Virgin outsource holiday insurance to Ergo. Ergo hide behind the small print to avoid paying out. A normal consumer would expect a cancelled flight to be covered but not Virgin/Ergo Reviewed on: 22nd August 2025

I recently took out cruise cover which cost £180,alo...

I recently took out cruise cover which cost £180,alongside my existing travel insurance. Our flight from London Heathrow was cancelled along with "ALL" airlines due to a fire at an electrical substation. We had a cruise booked out of New York the following day, unable to reach N.Y.from Heathrow,we caught a eurstar train to Paris to see if we could catch a flight from there,but everything was fully booked,resulting us staying in Paris and missing our cruise.We informed Virgin Insurance and they are not interested,as you are only covered for 3 things,industrial action, adverse weather and a vehicle breakdown on the way to the airport. They classed the fire as a catastrophe and guess what... your not covered for catastrophies !!! I would never use this company or reckoned anyone else use them. Reviewed on: 28th July 2025

Infuriating

Infuriating. Their website is terrible and won’t allow me to login because my “claim number isn’t linked to any policy” even though I have a form which quite literally states that exact number. Okay, so I can’t make a claim without the number. I’ll just email them! Except I’ve received no response to my email for weeks upon end. Okay, how about phoning them? Well I was sent around to the same person in a circle which seemingly never ended. They want to make it as infuriatingly hard to navigate and difficult to use as possible as to minimise the amounts of claims being made by customers. Purely terrible. Reviewed on: 16th July 2025

I have twice emailed them with a specific pertinent...

I have twice emailed them with a specific pertinent question and never received a response Reviewed on: 8th July 2025

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

deceitful and unprofessional approach to insurance

Virgin Money offers 5-star rated travel insurance with a range of policy add-ons exist just to book an expensive policy with no protection. I searched, paid and chose them because I wanted to insure travel disruption only to be told they acknowledge it for delays over 12 hours. I was going on a 3 day return trip and had connecting flights, so the only reason why I needed a policy is to cover any delay. If I went for someone else, I would have actually had a policy which protected me. Shameful experience Reviewed on: 9th April 2025

Whatever you do - do NOT use Virgin Travel.

I took Virgin Travel insurance last year. It runs out soon and as I never like policy Auto Renewals as companies always seem to increase the cost significantly, I had to contact Virgin to get a renewal price. I tried phoning - a complete waste of time as I could not get an answer. So I contacted Virgin support via email. I got a reply telling me TO PHONE THEM - pointless. So I used the on line chat and got a review price which I was happy with BUT I could not renew my policy despite following the instructions from the Virgin Chat agent. To make matters worse during the chat, I had to wait 4 or 5 minutes between each response. Anyway, after trying and trying the agent eventually told me to???? TELEPHONE!!! Yes, the bottom line is that Virgin is COMPLETELY USELESS and so now I wil have to find another company for my Travel Insurance. DO NOT BOTHER to use Virgin Travel as the customer service is ABYSMAL. I have to wonder how bad it would be if I wanted to make a claim, no doubt a miserable experience. Obviously, Virgin does not have enough Customer Support staff and those it has are poor quality. Reviewed on: 3rd April 2025

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