Virgin Money Reviews 

Had travel insurance and had to add new medical condition on to policy. Took 1.5 hrs hanging on the phone before answered. Then going to charge an extra £83 to add the condition.. it was annual policy so asked for pro rata money back and went with another company who charged £28 for the medical condition to be added . All told 2hrs on phone

AVOID at all costs. I wish I’d seen these reviews before attempting to open a Business Account Fixed Term Deposit; well I’m a
Month in and it still isn’t opened. My money has gone into their ‘holding’ account while I earn no interest on it at all:
My advice is don’t go near this company; I want out.

Not deserving even 1 star. DO NOT FALL FOR VIRGIN BUSINESS CURRENT ACCOUNT!! Horrific experience from start to finish. Staff is incompetent and they lie on a daily basis. No comms no updates! AVOID

Just taken out a credit card. Looking like a mistake.
Can't even find a pen that will write on the signature strip.
Just tried to use the app. On the Android play store it comes with a warning that it suddenly stops working.
not a good start.

I have worked in the insurance industry for a number of years and when looking to purchase my holiday insurance assumed Virgin would be a trusted company to use.
My flight was delayed over 12 hours and I had to abandon my holiday due to this.
When I initially tried to make a claim the online portal keep freezing and wouldn't allow me to input all my expenses. I called Virgin but was told to just email my concerns (not helpful at all). I sent an email which was completely ignored. 2 weeks later I received an email advising they weren't paying out, even though the policy covered abandonment. I contested this and explained all the issues that I had encountered. I received an email stating the claim had been reopened. Someone from the claims team tried to call me left no number and when I tried to return the call I was met with "this number doesn't receive out going calls". I emailed the claims advisor to call me back again I was ignored. Today I received a payment of £30 from GLUK, this certainly not the sum I claimed for which was nearly £300. To add further insult there was no email explanation regarding this payment so I have no idea how they have calculated that sum. I have since sent another email which I am expecting will be ignored too!
Do not use this provider! Beyond poor service, technology that doesn't work! Plus you won't be able to speak with anyone. Awful company!

Unfortunately we had to cancel our holiday due to a bereavement. I submitted all our evidence onto the online portal 3 months ago and today I have received confirmation that my claim has gone through. The money to cover our holiday is in now my bank this afternoon, I have given this a 4 star as I do think the communication could be better, it’s very impersonal dealing with an inbox and portal and not being able to deal with anyone direct. It would have been helpful to have understood how the claim process worked. When I read the reviews on here I started to doubt the company. Anyone submitting a claim you just need to be patient and let the case handlers do their work. This holiday insurance provided the cover we needed at this unfortunate time.

This company does not even deserves a one star . One of the worst travel insurance. My claim is going on for last 5 months once a month they keep sending same email although I have provided them all the details. You rather go without travel insurance then choosing virgin travel insurance .

Well yet another month has passed and nothing from virgin money about the insurance policy for my holiday cancellation due to Covid. Gallager Bassett who handle their claims are hopeless and still not responding to calls or emails asking for an update on the claim. Why would a company as big as Virgin continue to use a company who are clearly not up to the task. This can not be doing Virgin's reputation any good or maybe they don't care once they get the money from you. Very disappointed.

Still waiting on my claim over 3 months later. The online portal never works. So they ask you to send it by email. Which they then never respond to. Had to phone up to complain and they said they'd look into it asap. It's now been another month with no response. I'd avoid at all costs

tried to upgrade my policy to include new york and a cruise
my policy was europe and ended june 2024
virgin said yes to upgrade at £507 to pay on top
and no it doesn't include cruise cove you will need to take out a single trip for that
i said ok cancel( ive gone for a bank package which covers everything much better and costs about £250 for the year)
virgin said ok we can cancel but no refund, you are outside 14 day cooling off period!!!!
never again stay with banks or someone reputable i regret ever going with them, but i suppose i was believing in richard branson... more fool me

What a joke Virgin travel insurance is, put my claim in over 2 months ago and still no payout. They have just stalled at every turn despite having all the documents they asked for

Agree with other negative reviews on this site, after our baggage being lost for nearly 3 days on a trip to Paris, we claimed for some essential items and the claim just sat, and sat, and sat with no response. Complete cut and dried case, all the correct paperwork, just nothing happened. Tried contacting them by various means for weeks, completely unresponsive, almost scam-worthy

This travel insurance isn’t worth anything in fact it should be classed as a scam. We had our flight cancelled back in August we have sent them all the details a short response giving you a claim number. Many many emails later no response to any of them avoid this insurance at all costs we had the silver annual package totally disgusted by the none existent communication.

I honestly wish I could give zero stars as one is too good for this company. I had to make a claim back in August due to losing my belongings, and dealing with virgin or should I say Virgins travel insurance partner (Gallagher Basset)has been horrendous. I can only stress how much you should avoid this company. It has been over two months that they are “reviewing” my claim, and that I cannot be given a time for me to receive a reply. Initially it was one date then another date and now they are “sorry” but they cannot give me a date. I will be taking this further until it is resolved, but as a customer looking for travel insurance please save yourself the trouble.

I HAVE BEEN A REGULAR CUSTOMER OF VIRGIN FOR YEARS. WHEN I HAD TO MAKE A CLAIM ONCE IN THAT TIME THEY WERE INITIALLY VERY HELPFUL, AND ASKED FOR BANK DETAILS TO PAY THE CLAIM. BU THEN SUDDENLY WENT SILENT. NO RESPONSE TO EMAILS, CAN'T GET HOLD OF ANYONE WITH ANY AUTHORITY ON THE PHONE, USELESS. ASKED FOR DOCUMENTS FROM HOSPITAL ETC ALL PROVIDED, THEN THEY ASK AGAIN, THEY HAVE BEEN SENT 12 TIMES IN 2 YEARS. YES YOU READ THAT RIGHT 2 YEARS AND ALL I GET IS AN AUTO-RESPONSE SAYING WE WILL BE IN TOUCH. I HAVE TAKEN MY CASE TO THE FINANCIAL OMBUDSMAN NOW. UNREAL.

Just trying to see what is happening with my claim. On hold for one hour seventeen minutes yesterday and eventually gave up. Trying again and already fifteen minutes in. Appalling service. They are clearly in the business of trying to make you give up. One for watchdog I think.

I had an accident in September in majorica it took multiple phone calls because line kept cutting off. Eventually I got through and gave details to all questions. Got home but cannot get anyone to answer my emails about my claim after multiple emails. No one answers phone you can be on hold for one hour . Unfortunately I have a yearly policy so not hopefully I will ever get my £150 medical fees back.

I was taken ill on holiday. Eventually had some money back ( 6 months later), but no where near my legitimate claim. Every excuse not to pay was used. Virgin should be renamed Dick Turpin insurance. Your claim ends up being looked at by a different company who I am sure are on commission for what they save Virgin. Avoid at all cost! Scandalous way to treat people.

This company is NOT worth ONE STAR.
Started my claim early May 23". with little contact from them,as said before had to wait hours on phone to speak to someone.even when you get that far nothing is done.after getting through on many of my phone calls, I have now in OCTOBER had an email informing me that my claim was settled in July and the money had been transferred into bank. YOU GUESSED IT !!! No money was transferred, I have sent urgent emails with out response.This company doesn't seem to be bothered money has gone missing.
I bank with Virgin Money they have confirmed that no money went into account and this company is supposed to be part of VIRGIN .why can't they talk to each other.There is a considerably amount of money lost in the system.VIRGIN TRAVEL DON'T SEEM TO BE BOTHERED.

Appalling customer service. Incredibly difficult to speak to someone, they simply don't employ enough staff. Happy to take your money but not invest in customer service. Existing claim taking over a month so far to get a reaction. 1 hour wait time on the phone if you are lucky. AVOID AVOID AVOID. Do not use Virgin at any cost. You will regret it.