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Virgin Money: Travel insurance reviews

Name: Travel insurance
Rating: 2.18 (101 reviews)

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1.87

Based on 101 reviews, last reviewed 8th Jul 2025

No new 5 star reviews

in the past 90 days

33% decrease 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

I have twice emailed them with a specific pertinent... I have twice emailed them with a specific pertinent question and never received a response Reviewed on: 8th July 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 (101)

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

On-Line ISA misery

I opened a Double Take E-ISA for a better interest rate on my older Access ISA. From start to finish I have had trouble with the passwords issued to me - to the point when trying to make an on-line access, I was asked to provide the 9th digit of the 'one-time' digit posted to me which only comprised of 8 digits. Their help and support lines, which you have to pay for, are poor. For the preservation of my blood pressure, I've closed the account and can fully understand now why Virgin Money customer ratings are so low ! Reviewed on: 27th February 2019

Reply from Virgin Money Good Morning Malcolm. If you'd like me to investigate further, please email your name, address and contact number across to [email protected] and I'd be happy to. Thanks, Lindsay Response date: 2nd March 2019

Poor customer service and poor case management

Received a fit to fly certificate in spite of evidence I clearly was not fit to fly. Then cancelled my cover. E mails not answered and flight refund not received. A fourth attempt to get a response will be the final one. Next stop national media. Reviewed on: 24th February 2019

Reply from Virgin Money Good Afternoon Caroline. If you'd like me to step in to see if I can help, please email your details across to [email protected] and I'll take it from there. Thanks, Lindsay. Response date: 26th February 2019

AVOID AVOID AVOID

Terrible service. We were lied to. They mixed our paperwork up. They say in insurance policy that they will provide taxis. We explained we were in a small airport with temperature outside being -15 and they never got us a taxi to accomadation and airport was closing. The airport staff kindly took us to our accomadation in their own cars 23 miles away or we would have been outside with two small children and it not survial conditions. In the morning they said they had a taxi for us to take us back to airport. I rang them to ask for flight details and they said sorry can't get you a taxi. We had to beg a stranger to take us to airport. If I hadn't not rung Virgin for flight details we would have not known that a taxi wasn't coming and we would have missed our flight. Never will I have anything from Virgin again. Reviewed on: 17th December 2018

Affordable with good cover

Took out last minute for a holiday offered good cover at an affordable price! 9 stars given as cannot comment on claiming as was NA Reviewed on: 14th December 2018

Happy with online process, then I called the team

The online process was pretty good, however I called to go through with an agent some questions and concerns I had. They didn't really instil me with much confidence to be honest, in fact I don't feel very confident at all with purchasing this insurance. I felt like they weren't really trained to answer questions correctly. Also, to be honest I felt like they were trying to avoid answering my questions and referred me to the online form which made me feel uneasy. I'm going to be investigating other companies. Reviewed on: 11th November 2018

Reply from Virgin Money Thanks for your feedback Grace, so we can help further can you email your details to [email protected]? Thanks, Jane Response date: 12th November 2018

AVOID THIS INSURANCE

Took out insurance for holiday not knowing mum was diagnosised with terminal cancer, at time of taking out insurance mum very well, mum had hospital appointment week before we were to fly out for our 30th , small op, never came out and five days latter told she had 2 hours to live , this given by the consultants at the hospital, cancelled holiday as due the next morning, filled all paper work out and got hospital consultant to fill in medical certificate, after a few weeks was told this was isn’t enough , very strange as they were looking after mum in Ipswich hospital, now 2 months latter and have requested another certificate from my mums GP, mum still here and has been in hospice for 8 weeks now very poorly, have had emails from travel claims services and they are assuming that I knew my mum would be in hospital at the time of my holiday, feel so upset by some of the letters received and comments made , now going to my mums GP and paying for him to fill out another medical certificate, what more can I do , feel very let down by this company, thanks , mr g Harper Reviewed on: 31st October 2018

Reply from Virgin Money So sorry to hear about this, I'll have a look into this for you. Can you send your details over to [email protected] and I'll pick it up from there? Thanks, Holly Response date: 6th November 2018

Do not care about their customers

Do not care about their customers. You will be losing my services, and I will be cancelling my Virgin Media TV & Broadband package too because I do not want to be with a company that doesn't care about their customers. One slight oversight, payed off 16 times the minimum amount to show i'm not messing about and still no help to re-instate my 0% interest on a very hefty amount I borrow from them! What ever happened to goodwill gestures and caring about the customer?? Because I certainly feel like this company don't. Yet you text to remind me AFTER the deadline.. what help is that to anyone. Reviewed on: 26th October 2018

Reply from Virgin Money Hi Kayleigh, so I can look into this for you can you email your postal address and best contact number to [email protected]? Thanks, Jane Response date: 27th October 2018

Dissapointed

Claimed for Holiday Cancellation due to mum having a heart attack, (she was not in the party to travel), very slow to respond, 28-30 days, then told I needed to provide Proof of payment, I had already provided emails from the provider to confirm booking payment and cancellation of the holiday, another potential 28-30 days wait. Why didn't they tell me initially that I needed to provide this? when I phoned to chase progress, minimum 20 minute wait to speak to an adviser. Virgin are using 'Travel Claims Services' to process their claims, I would avoid any insurer that uses them. I thought Virgin were a premium provider that made transactions simple, how very wrong, second rate at best, complex and slow. Reviewed on: 16th October 2018

Reply from Virgin Money Thanks for getting in touch Paul, sorry to hear about that. If you'd like us to see what we can do to help further on this end, just email your details to [email protected]. Thanks, Jane Response date: 27th October 2018

good and easy quick

online very quick to do, confirm letter in 2 days helpful friendly Reviewed on: 23rd September 2018

Reply from Virgin Money Thanks for your feedback Carol, great to hear you're happy with your Travel Insurance policy with us. Hope you have a great holiday! Thanks, Jane Response date: 1st October 2018

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