Virgin Car Insurance

Virgin Car Insurance

Virgin Car Insurance

144 reviews

11% · 16127 · 88%

Claim Resolution Time
  • <1 week
  • 1-2 weeks
  • 2-4 weeks
  • 1-2 months
  • 3+ months
Claim ApprovedYes · No
Value for Money
Customer Service
Job Satisfaction


144 reviews
LasithGreater Melbourne (Metropolitan), VIC11 posts

Worst car insurance in Australia

Takes months for a simple repair. Not at all helpful. They hide behind their policies for the delay. I am waiting and it looks like I may not have the car back for another four to six weeks. Won't recommend to my worst enemy! Show details
Billy goat
Billy goat
  Third Party Property, Fire & Theft


Wish I read the reviews do not join this insurance company
If you’re with them leave straight way thy will find every way possible to not pay for you’re claim and not fix you’re car do not join them Show details
Joe H.
Joe H.Sydney, NSW
bouba5012South Australia3 posts
  Third Party Property Only

Worst Customer Service

Once you need to use the insurance or ask for help, they are never able to help. I've been waiting more than 30 minutes to be able to speak to a customer service representative. They have updated my car details to damaged, when it's not true, now I can't get them to update it. Chat was useless and said they have limited thing they could sort. Waste of money and time! Show details
Buang B.
Buang B.

2 months no car

Car has disappeared for 2 months Bad communication bad complaint handling bad repairers very very bad insurer. Show details


My car has been with Virgin Money Insurance for over a month now. No one has even looked at my car. I complained and got no answers. No time frame nothing. I a receiving zero communication. My complaint has been completely ignored. My car has just disappeared!!! Show details


If i could give 0 stars i would. Appalling service. Made me feel like a criminal, given the 3rd degree and interrogated. All this to make a claim that wasn't even my fault. If i had have seen these reviews first i would not have gone with them. Run! Choose someone else! Show details
AmandaGreater Melbourne (Outer), VIC

Don’t bother

I made a claim 8th Dec 2023. My car was towed away 13th Dec and assessed 20th Dec 2023. Today is 22nd Jan 2024, my car has not even left the assessor. Actually, they can’t even find my car to send the car to the repairer. It’s been over a month without my car and I understand Christmas and New Years. But I called 10th Jan for an update and they said they would tow it 12th Jan to the repairer… That would be great if you knew where my car was. They haven’t even contacted me for an update. I keep chasing them up and I am legit making zero progress. Don’t bother. Show details
AshwinMetropolitan Adelaide, SA

Roadside assistance is useless and insurance team do not help

I have been having an issue receiving a refund on my roadside assistance. My car broke down and they offered to either tow or get someone out there? All other businesses will send someone out to check the car out and it it does not work then organise a tow.... their solution to everything is we will organise a tow....literally everything.

Unhappy with the solution they offered a refund for the roadside insurance but it has been 4 months and I am still waiting. Chasing them...when all they say is they will process the refund and they have not done so yet. constantly chasing and it has been forever. Very unfortunate as the virgin brand is held to a high standard. Show details

Value for Money
JohnPerth, WA

Slow process, despite website saying 'We’ll sort out your insurance quick smart.'

3 weeks to get car assessed, 5 days to receive pay out.
I asked for urgency as I was left without a car.
This was of no concern to virgin.
Process took too long. Waiting on phone for 40 mins didn't help either. Show details
Value for Money
HCCGreater Melbourne (Inner), VIC
  Verified Comprehensive

Virgin Roadside Assist addon - be careful what you tell them!!

Got a totally flat tyre, pulled over and called Virgin Roadside Assist straight away. I made a mistake telling them that it looked like someone slashed the tyre. They used that against me and told me it is an insurance issue as it is a malicious damage, and they could not send a car out to help change my tyre. They transferred me to insurance but that's pointless since the excess is much more than a tyre. So my option was to get the car towed and it was Friday 4pm.

So, be careful what you tell them. Show details

Customer Service
Linda W.
Linda W.Central West, NSW

Worst insurance company ever!

I have been trying to sort out a claim that was not my fault then gets changed to my fault but no one can explain how or why! Keep getting told I need to speak to the liabilities department but have emailed, called, left messages to return my call and still nothing. Last time I called almost a month ago whoever answered says "this isn't a good time to talk, we'll call you back". Still waiting on the return phone call! I had 4 policies with Virgin and thankfully cancelled 2 so far and cannot wait to cancel the last 2. Happy to take your money but can't provide any customer service. My experience has been an absolute joke. Show details
Steve0792Perth, WA2 posts

Worst Insurer

I made a claim in July, they have sent me to three different repairers whom can't do the repair, one of the repairers still has my car and have had it for a month. there is no contact on a verdict what so ever and I am the one calling. The customer service is shockingly bad.

They keep giving me the run around that someone will contact me or they will have a decision for me.

I would never recommend this company to anyone, if i could give 0 stars i would. Show details

TiGSouth West, WA3 posts

Questions & Answers

Sarah · Virgin Car Insurance

How long do they take to repair a car with damaged door and rear mirror?

Joyce · Virgin Car Insurance

Could I choose my own repaired if I get a comprehensive policy with this provider?

Al G
Al G  

Good luck getting anything from them... dodgy brothers central they are


Compare all Virgin Car Insurance listings
CategoryRoadside Assistance Providers and Car InsuranceRoadside Assistance Providers and Car InsuranceRoadside Assistance Providers and Car Insurance
Other Insurance Types Offered Home and Contents, Income, Life and TravelHome and Contents, Income, Life and TravelHome and Contents, Income, Life and Travel
Coverage TypeComprehensiveThird Party Property DamageThird Party, Fire and Theft
UnderwriterAuto & General ServicesAuto & General ServicesAuto & General Services
Legal Liability Cover Included up to $20 millionIncluded up to $20 millionIncluded up to $20 million
Roadside Assistance Not OfferedNot OfferedNot Offered
Reduced or Zero Excess Windscreen CoverReduced Excess Optional ExtraNot OfferedNot Offered
Choice of RepairerOptional ExtraNot AllowedNot Allowed
After Accident Care
Hire Car after an Incident

Optional, up to a maximum of 14 days or until the your claim is paid, whichever occurs first

Not Included

Not Included

Emergency Transport & Accommodation$200 per day, up to $1,000 in totalNot IncludedNot Included
Towing Costs IncludedNot IncludedIncluded
Hire Car after a No Fault Accident

Included, up to a maximum of $75 per day or until the your claim is paid, whichever occurs first.

Not Included

Not Included

Essential / Emergency RepairsIncluded up to $500Not IncludedNot Included
Pay As You Drive / Fixed Kilometre DiscountNot ApplicableNot ApplicableNot Applicable
Hire Car after Theft

Included, $1,000 cover

Not Included

If we accept your claim for the theft of the car, we will reimburse you the reasonable daily cost of hiring a hire car that meets your needs from the date of the theft until the first of the following occurs:

  • the car is recovered undamaged and any necessary repairs have been completed
  • until the claim is paid
  • up to a maximum period of 14 days ($1,000 cover)
Lock and Key ReplacementIncluded up to $1,000Not IncludedNot Included
Transit Cover Not ApplicableNot ApplicableNot Applicable
Trailer & Caravan CoverIncluded up to $1000Not IncludedNot Included
Child Safety Seats and PramsIncluded, up to $500Not IncludedNot Included
New-for-old Car Replacement

Included, the earlier of 2 years of 40,000 kms from original registration

Not Included

Not Included

Personal Property CoverIncluded up to $500 (includes theft and forced entry)Not IncludedNot Included
Uninsured Motorist Benefit Not ApplicableIncluded up to $5,000Included up to $5,000
Accidental Loss or Damage
Malicious Damage / VandalismIncludedNot ApplicableNot Included
FireIncludedNot ApplicableIncluded
CollisionIncludedNot ApplicableNot Included
Natural EventsIncludedNot ApplicableIncluded
Theft or Attempted TheftIncludedNot ApplicableIncluded
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Contact info for Virgin Car Insurance

Mon8:00 am - 10:30 pm
Tue8:00 am - 10:30 pm
Wed8:00 am - 10:30 pm
Thu8:00 am - 10:30 pm
Fri8:00 am - 10:30 pm
Sat8:00 am - 5:00 pm
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