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Virgin Money: Travel insurance reviews

Name: Travel insurance
Rating: 2.12 (107 reviews)

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1.82

Based on 107 reviews, last reviewed 20th Dec 2025

No new 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

22%

67%

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:

2

Disappointing experience with claims department. I have had three annual travel policies and three policies specifically for cruises. Until this time I had never needed to make a claim. On our cruise... Read more Reviewed on: 20th December 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 (107)

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

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

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

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