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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:

THE MOST APPALLING COMPANY EVER!!!!!

I hope if you are reading this you haven’t actually purchased insurance and are Just looking to buy... Virgin Money travel insurance is the worst company I’ve ever dealt with in my life, I have never written a review but feel compelled to do so! They will not pay out insurance under any circumstances, they will find a clause on their 36 page document of something you haven’t done so that they do not have to pay out. I have wasted years giving them money for travel insurance. Their customer service is ridiculous, my claim has taken 6 months and even then they refuse for a life threatening illness. They have caused me so much stress and heartache and feel they are so corrupt. It seems that I am not alone in my treatment so please find a reputable company for travel insurance, Virgin is not worth the paper it’s written on. Reviewed on: 11th November 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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