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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 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.

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Virgin Money Travel Insurance reviews (100)

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

Affordable and Reliable

Easy to obtain my annual travel insurance and with such a well known brand I am comfortable in the knowledge they are covering all my needs. Competitive pricing and very helpful staff. Reviewed on: 30th August 2019

Mess up our insurance,

I paid for our insurance online for USA but it kept changing it to Europe and other non- European countries. I realised too late on holiday when we really needed the insurance due to illness. I was told that they would try and change it and we were rejected by virgin. We have a week left and my husband being in hospital. Now we are left with no insurance and a bill for hospital treatment we are going to have to pay off for a long time. Considering I paid more, a current customer of virgin money and booked with virgin holidays that they might of sorted this out. Very disappointed will not be buying insurance from them again. Reviewed on: 5th August 2019

Waste of money

Unfortunately had to claim when member of our party took ill and holiday was abandoned. No compensation was paid out to us. Fights, Disney tickets, car parking and hotel all apparently not covered after the £195 per person excess charge, there was 2 of us. Total rip off and would not recommend to anyone. Reviewed on: 3rd August 2019

Very cheap and usefully

Very cheap and they help with anything Reviewed on: 21st July 2019

£25 cashback on annual policy

Excellent service and good levels of cover! Reviewed on: 18th July 2019

Got mugged and lost a lot of my belongings (inlc. passport, phone etc). I ended up getting nothing from Virgin.

Got mugged and lost a lot of my belongings (inlc. passport, phone etc). Virgin travel would find the smallest flaw and will use it against you. Be careful when choosing them as paying for a better service could potentially help you safe thousands. I ended up getting nothing from Virgin. Reviewed on: 16th July 2019

Do not waste your money

I lost some Jewellery on my return journey home. They are refusing to honour my claim as I did not get a report from travel company or airline. I contacted the airport on arrival home but no response received from them. The timeframe has since expired and virgin take exactly 7 days to respond to any emails which further invalidates the claim. They are saying I had every opportunity to get a police report despite the fact I was already back in the UK. How is this possible. Why did call handler not advise me of that ? They use every excuse in the book not to pay out. I chose virgin based on their name within the industry thinking I was paying my premium in good faith not it appears they are cowboys and will look for any opportunity to refuse you’re claim. If I knew where I lost the items they would not be lost would they. I can’t contact the taxi company as I have no idea who they were. Airport have been contacted but no response after 2 weeks. I have never experienced any issues with any insurance company before. I have lost £1200 worth of Jewellery which I cannot afford to replace . I will be taking my complaint to the Financial Ombudsman Service as they are using every possible excuse not to pay out and asking for reports that were not possible to obtain. PLEASE DO NOT WASTE YOU'RE MONEY ON THIS INSURANCE THEY ARE COWBOYS. Reviewed on: 11th June 2019

really worried about having this travel insurance as the reviews are so bad on it

I took virgin travel insurance out on line I tried to access my account online but could not, so I telephoned virgin travel insurance, I explained that I was a bit concerned as I could not access my travel insurance account online saying it has not recognised my policy number, got me worried, the customer service assistant said she would email and post my insurance documents, still worried about my cover in case me and my family should need to use it, so I thought I would look at the reviews, now I am even more worried, the majority of the people happy with their policy's, are the ones who have not had to make a claim yet!! please reassure me feel like taking another one out or asking for my money back. Reviewed on: 8th March 2019

Waste of time and money - do not use this company!

Our luggage was rummaged through on a flight abroad and expensive earphones, speaker, mobile phone and jewellery was stollen. Upon returning we called them, told them everything, at which point they asked us for numerous documents, receipts and a mobile provider letter. We spent ages prepping all the documents required, only to be told a month after our trip that as the products were not in hand luggage, it's not their problem and they will not honour our claim. Will never use this company for anything ever again! Reviewed on: 27th February 2019

Reply from Virgin Money Hi Kerri, thanks for getting in touch. If you'd like me to take a closer look please email your name, address and contact number across to [email protected] and I'll take it from there. Thanks, Lindsay Response date: 2nd March 2019

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