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Virgin Money: Travel Insurance reviews

Name: Travel Insurance
Rating: 2.22 (94 reviews)

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1.95

Based on 94 reviews, last reviewed 4th Sep 2024

No new 5 star reviews

in the past 90 days

200% increase in 1 star reviews

in the past 90 days

24%

66%

Latest highest rating:

5

Love the portal. Easy use Love the portal , easy to use and lots of information. Competitive quote for the family cover I needed. Reviewed on: 4th September 2024

Latest lowest rating:

1

When is travel insurance NOT travel insurance ? I took out a Silver annual multi-trip policy with Virgin UK july 22nd. I fell at work august 4th, fractured my elbow and rang to update them of my med... Read more Reviewed on: 30th August 2024

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Virgin Money Travel Insurance reviews (94)

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 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. Reviewed on: 27th 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. Reviewed on: 24th 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 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. Reviewed on: 1st October 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. Reviewed on: 30th 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 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. Reviewed on: 24th September 2020

Virgin Travel Insurance don't ever pay out

Ridiculous amount of information required and find every excuse not to pay out. Never pay out. Reviewed on: 23rd 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 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!! Reviewed on: 17th 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). 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? Reviewed on: 15th September 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 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. Reviewed on: 4th 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). 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. Reviewed on: 3rd August 2020

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