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Virgin Money: Travel Insurance reviews

1.92
Based on 100 reviews, last reviewed 2nd May 2025
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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
Ron West's avatar
Ron West

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
Kate W's avatar
Kate W

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

1
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

Excellent Customer Service

5
Great attention to detail and fantastic customer service experience. Reviewed on: 14th July 2023

Absolutely Diabolical !!!!

1
Thank God it only cost me just short of £50 to find about this set of scamming B******S !! The lady on the phone was really lovely when I tried to get a refund. (Ann in Southend). Her manager however !!!. I only wish I had read these reviews before I spent my money. Already 4 of my friends who are seeking travel insurance for their holidays have said they will not be buying from Virgin. The shift manager who was working today, (Wednesday 15th March , early afternoon), is responsible for costing the Virgin Share holders money !!!!. Silly boy !!. It will continue to cost you until I get satisfaction. It would have been so simple to appease me. I am on a crusade. !! Reviewed on: 15th March 2023

Unusable

1
The advantage is that you have the confidence to travel because you have travel insurance but it is with Virgin so it is more or less worthless Reviewed on: 22nd December 2022

Horrible customer service

1
This is the nasty bank that is trying to be as rude as possible Reviewed on: 19th November 2022

Absolutely shocking service.

1
Had to make two claims 6 weeks ago and still nothing back. No responses, claim portal does not work, way over on the promised claim response periods and zero communications from a complaint I made regarding the service despite the automated response giving a timescales for a response. Don’t waste your money using Virgin Travel Insurance. Nothing but wasted time, incredibly poor service and zero communication. Still waiting despite having to email my claim because their claim portal doesn’t work, them knowing about it and STILL not bothering to fix it!! Reviewed on: 13th September 2022

The worst insurance company on the market

1
This is the worst insurance company I have come across, I have been a customer for over 10 years paid every year, last year I changed the insurance cover from a personal to a family insurance, my insurance runs from March to March each year. I have now just been away on holiday in August and became ill and also had my wedding ring stolen, I called Virgin to make a claim and they informed me my policy ran out a week before I went away and said that they had sent out a renewal letter, I explained no renewal letter was received and that my policy is usually March to March so why did it run out in August?....they stated when I changed the policy from private to family the policy dates changed but this was not explained at the time and no renewal letter was received, the attitude I received from customer services was disgraceful, telling me all of their other customer received their renewal letter with no problems, usually these insurance companies are hungary for your money so I do not understand why a reminder letter was also not sent after a couple of week after no response if they had sent the first letter out also why they did not send an e-mail reminder that the policy was running out, in the past it was an automatic renewal and I was under the impression it would have been the same once again, I just can't believe I have been a loyal customer for over 10 years and when I do make a claim they inform me my policy ran out the week before. it is totally unacceptable to change the renewal dates, not make sure contact is made regarding the renewal given they changed the dates and also stopped automatically renewing the policy and then when I call the lady on the phone has no empathy, all you get is attitude saying it is your responsibility to make sure you have insurance which is a completely ignorant attitude towards a situation which is of virgin insurance makings by moving the goal posts. do not use this company! they have lost a life long customer in me and also all of my friends and family, for the small claim they have refused they will lose a lot more money in terms of lost business however I do not suppose that matters to the wealthy owners as long as they continue to trick clients into spending money and not paying out on claims. policy number MF/VM/V05257/25393707 Just incase Virgin try to state this is not a review from a former Virgin customer! Reviewed on: 23rd August 2022

Easy to set up

5
I didn’t need to claim on the policy but I found the set up easy to understand and the policy was priced competitively. Reviewed on: 16th August 2022

Highly recommend

5
Highly recommend virgin money for travel insurance. Have used them for several trips. Simple to fill in details and great prices Reviewed on: 14th August 2022

Cannot make a claim

1
I cannot register via the website to make a lost baggage claim. It just rejects my details. Tried calling the number: rings twice and hangs up. Tried emailing: no reply. DO NOT USE THESE COWBOYS HIDING BEHIIND THE VIRGIN BRAND. PATHETIC! Reviewed on: 27th June 2022

Bunch of bankers

1
Absolute rubbish service. staff rude very off-hand . Do not offer Internet banking as I have the wrong type of current account. Do they not understand there is a global pandemic. People need to be able to pay bills and access their account not just view it!! Absolute bunch of BANKERS! Reviewed on: 24th October 2021

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