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Virgin Money: Travel Insurance reviews

Name: Travel Insurance
Rating: 2.19 (100 reviews)

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1.92

Based on 100 reviews, last reviewed 2nd May 2025

No new 5 star reviews

in the past 90 days

50% increase in 1 star reviews

in the past 90 days

24%

66%

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:

1

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... Read more Reviewed on: 2nd May 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 (100)

Review of the Virgin Money, Travel Insurance:

Do not buy Virgin Money Travel Insurance - go somewhere else

Our hire car was broken into on the last day of our holiday in Spain, and unfortunately 3 hold luggage and 4 hand luggage were stolen. An awful situation and a terrible day for my family and I and those who were travelling with us. We pretty much lost everything that day, all of the typical items that you take on holiday with you and more. It took me a month to complete the claim form, populate an itemised list of what was stolen, and to gather receipts, bank statements, proof of travel, proof of my stay in Spain, proof from the airline that we flew out with checked luggage and returned with none, all in an effort to support my claim and to help the person that was / is to handle my claim to process it as quickly as possible. I methodically put everything together in a 4 inch thick A4 binder and then submitted it. Claims are handled on behalf of Virgin by an outfit called Travel Claims Services Ltd - they are terrible, truly shocking. I posted the binder off to them via recorded deliver on 09.09.19, and they acknowledged receipt 3 days later. I didn't chase initially, as I appreciated that it might take a handler a number of days to review everything I had sent (there were over 350 pages of documentation). However, I heard nothing from them until 24.09.19. On that date I received an email from them asking me to provide various documentation, documentation of which I had already sent - it was all in the A4 binder! I responded by email explaining that I had already submitted everything, but I heard nothing by way of reply! I called Travel Claims Services Ltd today (02.10.19) to find out what an earth is going on with my claim - I was informed that my claim hadn't event been looked at yet, some 3 weeks on. Further, I was informed that they were waiting for my claim form! I was furious, because the fully completed, signed claim form, was in a separate wallet inside the A4 binder i had sent them. I explained this to the adviser - they checked and acknowledged that they had received it after all - as I said before, they are absolutely terrible. It was left that someone would review my claim today, following which they would return to me with confirmation as to the next steps. They did get back to me via email earlier on this afternoon - in the email they have asked me to provide a booking invoice confirming details of my flights, confirmation of where i stayed whilst I was on holiday, copies of bank statements confirming purchase in respect of the items being claimed for, and confirmation from the airline that I travelled out with hold luggage and returned with none. I am absolutely furious, because all of this documentation is contained within the A4 binder I sent them 3 weeks ago. It's quite clear that nobody has gone through what I sent them - this company and their employees are completely incompetent. Their is no sense of urgency. Their is no level of appreciation as to the stress levels they create for customers, or any comprehension of the fact that we are currently at a financial disadvantage, as we have since had to spend a lot of money to replace what was stolen. I cannot deal with these incompetent people any longer, or waste my time reading the nonsensical emails they keep sending me asking for documentation that I have already sent, and of which they have acknowledged receipt of. I have submitted a complaint this evening to the Financial Ombudsman Service. I'd recommend anyone who has an outstanding claim that is simply not progressing, to do the same. Why should us consumers have to put up with such a poor service. Virgin Travel Insurance - hang you heads in shame - you are allowing this outfit to deal with and treat your customers in this way. Shocking! Anyone thinking of taking out travel insurance - DON'T DO IT, GO WITH A DIRECT INSURER LIKE AXA or AVIVA etc. Reviewed on: 2nd October 2019

This is like not taking any insurance

My outgoing flight was cancelled after reaching airport. Flight company and this insurer were not ready to reimburse expenses incurred for my family to travel to the airport and back. There is no way to contact this insurer via phone. Once the claim is raised along with all the receipts etc, they took one month to respond back that they will not reimburse and airline has to reimburse. Everytime I reply to their message, it takes minimum 2 weeks to respond. Absolutely pathetic customer service. I would have been better off not taking this insurance, at least I would have save some money and lot of time. Reviewed on: 22nd March 2024

If you think your cover you are so wrong .

If you think your cover you are so wrong . You may as will not have insurance. Dec was in hospital paid my medical bill virgin have not paid a penny Reviewed on: 10th March 2024

Do NOT use Virgin

I was knocked off my motorcycle by an out of control car whilst on holiday. It broke my femur in three places. Virgin Travel Insurance were contacted within 20 minutes of arriving in hospital. It took them eight days to turn down my claim. I was lying in hospital with a broken femur for three days before I had to pay for the operation myself. The call centre were appalling and their emails were illiterate. One person couldn’t even spell his own job title. Do not use this company, they are the worst of the worst. An absolute disgrace. Reviewed on: 29th February 2024

2 MONTHS STILL NO CAR!

2 months still no car. Comprehensive insurance premium package. Hemoraging money, resulting in business collapse. Severely bad customer service. Bad complaints system. Lack of care. Bad repairers. Non English speaking. Reviewed on: 10th February 2024

Waiting, Waiting, Waiting.....

Waited 3 hours to speak ro someone. Had 5ried Chat but they told me I had to go through phone call. Have tried calling at 5 different times of day only to hear same message... Sorry, we are receiving a large volume of calls at present! There need to be government standards. For call centre response times. Virgin..... You are a disgrace. Reviewed on: 6th February 2024

ON HOLD FOR AN HOUR BEFORE GIVING UP!!!!

Me and a few friends are going to Morzine in June mountain biking......I need travel insurance so looked at Virgin money website......Website pretty easy enough to navigate and seemed a good choice......Needed to clarify whether the bike I'm hiring while over there which is an expensive one at £5500 would be fully covered........I've just spent 55 minutes on hold waiting to speak to a customer service rep........I started at 5 people in the queue and ended up at position 2 before hanging up after reading all the negative comments on here.........I'll go elsewhere Richard....F@@king waste of an hour!!!! Reviewed on: 30th January 2024

Clowns..SAVE YOUR MONEY, DONT USE VIRGIN INSURANCE TRAV

Made a claim with their travel insurance policy. Online form does not work. Rang service number and they said its fine they got the details. Claim submitted Oct 23 and one response since, now Jan 24. Waste of time, DO NOT BUY, save your money, your money will be better off with a smaller unknown company compared to these clowns. Reviewed on: 17th January 2024

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

NEVER AGAIN

I was taken ill the day before we would have flown to Portugal for 40th Wedding Anniversary. 31st October. I have just return from Hospital 24th November having had a Colostomy. I have tried various ways to fill in a claim form - IMPOSSIBLE Virgin portal does not work. I was told to go to CSAL - they have been taken over by a company who don't have any phone numbers You have to send e mails. ABSOLUTE RUBBISH. Its a minefield. I have given up before I start. Shame on You Virgin, Don't waste you money on this company. Reviewed on: 28th November 2023

Competitive

Virgin Travel Insurance provides comprehensive coverage options, competitive pricing, and efficient customer service. I appreciate the ease of purchasing a policy online, as well as the transparency of the coverage details. The company offers a range of plans to suit different travel needs, from basic coverage to more comprehensive options that include trip cancellation, medical expenses, and baggage protection. Overall, I feel Virgin Travel Insurance seems to provide peace of mind to travellers, when looking for reliable travel insurance. Reviewed on: 24th August 2023

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