Prices are reasonable. Claims process is smooth
Made a first claim after getting into a no-fault accident in December. Process was pretty smooth over the phone, but fixing the minor damage a little slow because of a busy period for claims resulting from recent floods. I would recommend
Can’t rely on the roadside assistance
I have been insured with Virgin for about 5 years & this is the first time l had to use their roadside assist. It’s a clear beautiful day so there should be no reason why there is a long wait but l called them 2 & a half hours ago & am still waiting. They obviously don’t have enough mechanics servicing Melbourne. I will seriously be looking at changing after this. It’s unacceptable.
- Comprehensive Car Insurance
- Verified customer
Quite poor and refused to renew policy
I live in Victoria Australia, in two years I had to claim twice for a windscreen due to separate unfortunate circumstances (rock chips)
My premiums cost $2500 yearly and I always pay extra for windscreen cover
Recently, days before my renewal date I received a letter claiming virgin money wold not re-insure me
My car was written off , the Assessor told me my body kit mags and fibreglass bonnet were worth nothing , he showed me some examples of other 2004 Holden commodores ALL without body kit / mag accessories .
The bonnet on my car is $880 right now on special $1100 normal price , again the assessor told me its worth -
$15 now with depreciation , THEN virgin rang me today 31/12/2109 to say because you didnt have your bonnet on the policy we will have to change your premiums (post write off ??) This is a money grab (which i told them) Lodging a compl...
Great until you have an issue..
Cheaper price than the other big names, decent online management portal but all goes to downhill if you have a query that takes someone more than 10 seconds to answer. Offshore call centre and all the problems that come with it..
ABSOLUTELY DISGUSTING SERVICE
My pensioner mother in law was the not at fault third party driver involved in an accident with a Virgin Insurance customer. Virgin refused to pay a fair and reasonable total loss market value settlement figure for the vehicle. Virgin have offered a settlement figure $3,000.00 below the market value and I am still disputing the claim 5 months after the incident. Richard Branson you should be ashamed of yourself.
Cost effective but not great when you make a claim
The cost was reasonable, but when it came to making a claim, there were very limited options for repairers - had to travel around 25 minutes to the nearest repair centre with all of the associated Uber costs etc. The repair was fine, but long wait times for their call center so not a great overall experience.
One Star cause I had to
So... I got rear ended by an UBER driver, got all his required details and had to make a claim.
I had to pay $77 for forgetting to disclose a not at fault claim 3.5 years ago (fair enough I guess) and also $24.73 for a traffic history report. I did all the running around for them and still no repair in sight.
They are based in South Africa and their service is absolutely horrible.
I have immediately changed back to my previous insurer at a higher rate. The only reason I change to Virgin was for the Velocity points bonus and cheaper insurance.
But please, do not go with these people!
They will do EVERYTHING possible to get out a claim.
The worst experience
I paid 306 dollars for insurence but after 10 months i wanted to cancel it, and imagine they refund me of fantastic 1 dollar. Their Costumer service did not told me this information
Don’t go with what so ever
My partner had car insurance with them. And come time to pay out the claim it got rejected and policy was canceled because he has a dvo. Now we are without a car and $18000 in the red.
Do not se Virgin Money Insurance
When I bought my daughters car, I decided to insure with Virgin money. A Week later another car did a Hit and Run but we managed to get the rego number. We reported this to the Police and I had to put in a claim because I wanted her car fixed. I called Virgin Money, who gave me the run around and ended up paying the Access of $1800 over the phone to get the process going. After that conversation I never heard back from them again, I sent 3 emails and all I have gotten back was an email to say the third party has not attempted to contact them ...to accepted liability. And that if they do not contact Virgin there will be nothing else they could do. So don't even bother thinking about Virgin Money. If you ever are in a situation like mine, they will not fight for you and will take the easy way out. Since then I cancelled my other car insurance and once this if finalized I will be changing insurance company for my daughters car.
Consider seriously before you get.
All good untill you make a claim under writers go for petty scenes and make it hard and depressing ask for service log books every possible question I went through hell. And the accident I was not at fault god help if I was at fault. Under writers Auto and General gave me hell.
I had been a loyal member of Virgin insurance for approximately 2-3years with no claims.
My Vehicle was stolen at the beginning of the year so I made a claim.
Not only have I been without a vehicle for two months, I practically begged the company to provide me with a hire car, paid for by them for only 2 weeks.
When I got in touch to see whether I could have the two months insurance I've paid whilst being without a car they told me no. And then went on to tell me when I asked about renewing that I am not being offered a renewal.
You see I was...
Soooooo dodgy don't get scammed
They refused to honour a claim which they should have, making the premiums pointless. the person on the policy got hit by another car but the other person didn't have insurance. Then virgin said they would chase it up and honour the claim even though it was the other drivers fault and this was not disputed by the other driver either. All seems fine until about a month of run around from Virgin they said they can't honour the claim now because the driver on the policy didn't update a minor drink driving offence of low range drink driving. The po...licy automatically extends annually and they didn't even think to update it. There was no disagreement who was at fault and the victim was not drink driving or doing anything illegal at the time. Both virgin and the other driver agree with that. Yet virgin uses the drink driving offence as their reason to not honour the claim even though they're not relevant to the crash. They also did not inform us for now on the policy will not cover that driver (we had to work it out ourself reflecting on it all and change insurance policies asap).
Avoid this company at all cost !!!!
I insured with Virgin Insurance who are underwritten by Auto &General Insurance in March 2018 because the vehicle to be insured was 10 years old and the company was the best value for money given there premium, considering agreed value and a lower excess. Unfortunately my vehicle was stolen and I have had to make a claim. All I can say is that I wish I had taken the time to read these reviews because I may not have become another victim of this unscrupulous insurance company. Like the experience of others despite having held a rating 1 for o...ver twenty years I have now been relegated to a rating 3. Like others the questions and documents to be provided imply you are perpetrating a fraud on the company are not the victim of a crime. Like others during my first conversation attempting to make a claim I was informed of the excess up front policy, really what you want to hear when you are attempting to come to terms with the fact that someone has stolen your vehicle. Empathy, or considerate are not words I would utilise to describe my experience with the Customer Service representatives or Claims Person, the words robotic, company policy and procedure driven are words that come to mind. The company’s customer service is not existent, I have instigated all calls regarding my claim, despite being told I would receive a call. The whole process is adversarial and draining. Sir Richard Branson the face of Virgin should hang his head in shame that his companies reviews of terrible out number excellent reviews three to one. If you are considering insuring with Virgin please take heed of these reviews, and avoid the toxic experience if ever you have to make a claim.
- Verified customer
Great Price! No problems at all
I have been with Virgin Car Insurance for 8 months. I chose them on price alone as I have not made a claim for 10 years. The transition was easy and the staff I spoke with were friendly and helpful. Many reviewers have spoken of the 'hidden' cancellation cost of $40, this is only applicable if you terminate the policy before the completion of the 12 month contract. There also is a 21 day cooling of period where the policy may be cancelled with no fee incurred.
I would recommend Virgin Car Insurance to any budget conscious driver.
Hidden costs be careful
I have been with this insurance company a year or so. Glad i never had to make a claim as i dont think they would be helpful. Alot of hidden costs, just went to cancel a policy and they charged a cancelled fee. Just ridiculous! Wont use them again
I moved to Virgin Money 10 months ago for car insurance. I recently traded my car in for a new one and the process to transfer my policy was easier than i could have imagined. Virgin Money were so easy to deal with and gave me all the information I needed.
Had to lodge a claim with Virgin when someone reversed into my new car and drove off. From the initial phone calls, visiting the assessment centre, through to booking in with the panel beater, the whole process was very well handled and the job completed within a few weeks. The preferred third party panel beater (Gladstone Motor and Panel) fitted the new car door and did an amazing job with the paint work, like new again.
Lied to by Customer Service Rep
AVOID This company at all costs, I was lied to when trying to cancel my car insurance, I have now done so and been slugged with a $40 cancellation fee. WHAT a load of crap, when I originally wanted to cancel I was out of contract. This company has no morals and I know they might get my $40 but I WILL NEVER deal with them again so they've just lost whatever I've been paying and I will now go elsewhere. They have no idea how to treat customers or how to hold onto them. Not the reps fault today whom I've spoken with but they need to also monitor their reps and sack them and re think their policy agreements.
PS: I've scored them a 1 but would be a negative 2 if I could.
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