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Virgin Money: Travel insurance reviews

Name: Travel insurance
Rating: 2.19 (100 reviews)

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1.91

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 reviews (100)

Review of the Virgin Money, Travel insurance:

The worst insurance company on the market

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

Shocking

The poor reviews are entirely accurate. Read them. I wish I had. Better to keep your cash under the bed Reviewed on: 29th January 2021

In my 40 years of banking Virgin Money sets a new low!

I’ll keep this simple. Open an account at your own peril. Read reviews and the media .. be warned .. this has to be the worst bank in the UK! Reviewed on: 21st January 2021

Won't pay out for cancellations

In an 8 month battle for a travel insurance claim that was for a holiday cancelled at the end of March when the world was in a lockdown. Was asked for proof we didn't travel (even though the world was locked down) we ask you for different things every time despite them being sent to delay the pay out. Won't issue a refund if you were offered a voucher which terms and conditions don't state. Contacted citizens advice bureau who have informed me we are entitled to a refund from the travel insurance company. They hope people will give up if they're awkward I'm sure. Had to ask for their complaints department four times and got ignored though they replied to other aspects of emails. Reviewed on: 20th January 2021

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? Reviewed on: 12th 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 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. Reviewed on: 3rd November 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 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

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