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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

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

worst insurance company on the market

do not under any circumstances buy travel insurance from these cowboys. They will use every delay tactic at their disposal not to pay out. Reviewed on: 30th July 2020

Still waiting four months after submitting a claim

I submitted a claim four months ago and so far no further forward, I am appalled at how they treat customers and at the total lack of customer service skills. Reviewed on: 21st July 2020

worth it

value for money and not a rip off. Downside is that it auto renews Reviewed on: 13th July 2020

HEARTLESS.CALLOUS. DISGRACEFUL COMPANY

We booked a holiday to Vietnam on Feb 2020 . a week before we were due to fly my partners father had a fall and unfortunately died. i canceled flights.villa and internal flights along with overnight stay at heathrow hotel and car parking for the 2 week period.i called Virgin claims and a claim form was sent out at the end of Feb 2020. the first hit was that all separate items flights are 1 claim. hotel stay in London =1 claim internal flights are another claim etc and all are subject to excess at £150 each! so internal flights and basically anything costing £300 or below are not claimable. this amounts to £900 . so left with only the £1258 return flights from and too Gatwick allowable we attempted to complete the paperwork, original documents ONLY to be sent by recorded delivery to virgin travel claims. death certificate. completed claim form. doctors letter confirming that cause of death wasn't an existing condition! it says trauma from falling on the death certificate ! recorded delivery letter with all documentation sent on 23/03/2020 and there it still sits , i'm told it was signed for by security guard and since all staff are working from home and have no access to post ( and no date when this will change as of today 1st July) Virgin are also saying that as they still dont have the claim form there is in fact no claim registered. PLEASE spare yourself the heartache and bull**** we have been through and buy insurance from anyone but this disgusting company Reviewed on: 2nd July 2020

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