This is so not Virgin. The department should be closed down, it hurts the image for Virgin
After having such a great experience with Virgin services (flights, mobile, velocity program), recognizing Virgin as the best customer service experience in Australia for years and recommending to all my friends, I was excited about getting my two cars covered with Virgin car insurance. I even managed to ignore the negative experience people posted here about them. So I went through the online quote process and the price was quoted slightly higher than what my current insurer offered to me. I called to discuss if the quote could be renewed. Som...eone named Don who responded from Virgin did not sound interest even looking at it and checking if I could have possibly done something wrong during quoting process. My further couple of questions had a general response with no personal approach. To be honest, I don't know how Virgin still keeps this division in the business, someone from higher management should definitely look in to this and maybe apply same customer service level as the one exists for mobile. The only reason this is not 1 star is because I got someone available to respond on Saturday. This review has nothing to do with Virgin as a company.
Do Not Accept Any Service Without Any Paper Work Or Emails To Confirm.
I had my first accident and of course reported my accident. The whole time I was explaining their service made me feel like as if I wanted to crash and have an accident. They also said that they would take care of everything and would speak to the other party. I'm still getting emails to pay the full amount for the other party plus them direct debiting 99$ a month for a claimed policy? I have not received any paperwork or email stating what has happened or payment of excess. Over all rubbish. It seems like the only person that works there was "[name removed]".
Good luck to all those that have opened a policy with Virgin.
Someone hit me and Virgin made me feel like a criminal
I was involved in a crash where I was hit from behind and forced into the car in front. Thought it would be a very straight forward claim... Boy was I wrong
They picked up the car super quick and then as soon as their "Assessor" got the car they proceeded to list all on the none factory accessory's my car had, Including larger but standard Audi wheels. (all of these were on the car when I brought it and I wasn't aware that it had been modified at all, not to mention when I took out the policy I had to take it to a mechanic for an inspection ...as it was there policy. so you would have thought he might have put that on his report then!) After that they put my driving history through the ringer talking about how i didn't disclose not a fault claims in a company car and also making me go to VICROADS to get a full licence history... I don't understand how any of this has anything to do with the fact the taxi company needs to fix my car! From start to finish it was clear they are trying to find any excuse to not pay my claim / conveniently cancel my insurance. The service was crap! my car sat there for 4 days before it was even touched by a repairer. They keep telling me because of the changes my claim may be refused etc... great just how you want to be treated after an accident. They had no problem what so all receiving my premium for the last year Worst car insurance company EVER
Worst people for customer service - Bonus 5000 velocity points still not honoured since July.
Renewed my policy with them, and being a velocity member I was entitled to 5k velocity points for re-signing again with them. it had been 2.5 months and no points even though I set it up when I renewed with them so I called to the advise that "You have to wait 3 months before you can complain about not receiving points".
So I give them another month and the first lady actually told me they don't handle these types of request.
So I proceeded to ring back and speak to someone who knew what they were doing, that was two weeks ago so 4 months ...
Was overseas, sold my car whilst gone on 1 sept. Got back 1 Oct, cancelled my policy, but they automatically direct debited right through to 29 Oct (end of billing month) even though I no LONGER OWNED THE CAR......seriously....cancel it....cannot be that hard.
Insured with them and after 4 months a guy ran into me from behind. So not my fault. Lodged a claim straight away and had my car assessed. They then range me and asked me all these stupid questions and wanted me to provide a traffic report history??? [censored word removed] ...?
I drive a company car also and do over 60000km a year I have never had an accident or been charged with drink driving.
After sending the traffic report to them twice they are claiming that they can't read it. I then had a phone call from them telling me that the a...lloy wheels need to be added to my insurance and that the traffic report was unreadable and for me to please send it to them again. I sent them an email asking for them to send the traffic report back to me so I can clarify and get a grasp on what they say they cannot read. I got no reply whatsoever.... Virgin obviously stalling and playing games.
Virgin car insurance are a [censored word removed] to deal with. My neighbour accidentally ran into my parked while while reversing out of his driveway. Bent the door and wheel guard in. I called virgin car insurance to deal with the problem and they ask me 100 stupid questions Its not even my fault and the [censored word removed] on the phone says there's a possibility of my own insurance costs going up because someone else hit my parked car.
Underhanded and deceitful
We took out a policy for new car. During conversation with Virgin discussed possibility of adult children driving car. Premium was too high so we did not take that option BUT they had asked us for the names of our offspring. When policy paperwork arrived they had been listed as "prohibited drivers". And we didn't even know this had been done. When we rang to cancel policy due to their deceit they advise we could cancel but would not get a refund!! NEVER deal with VIRGIN
Worst insurance ever!!!!
This is the worst and the slowest insurance company!!!! I regret even joining it!!!! My vehicle has been in repairs for two months and they are still not done! They have showed me to be insufficient! Every single time I call in there service is never appropriate. The repair was approved but the authorisation for the parts takes forever. I have been stuck without a vehicle for two months and the Virgin Insurance doesn't seem to be bothered about the proceedings of my vehicle repairs. Trully disappointed by this company because I expected a much better service to be provided. They have been such a let down with the expectations of what their reputation should be!
Expensive, bad warranty service.
I went with Virgin, due to the price and service.
I had to lodge a claim and found the service of the call taker very nice, two days later my claims manager called and again she was nice.
The other day i missed a call from her and she left her number and extension to call her back, however every time i call it get a message saying she is busy and places me through to another person. All i want to do is speak to my case manager and not through someone.
Why have extension numbers if you dont let the customer use them!!
I'm very unhappy with the service i have gotten as of the other day, everyone i talk to gives me a different response and answer!
Bad customer service
not happy virgin
$437 for Comprehensive Insurance. That’s great. I enquire about a daughter about to get her licence in 3 months what will the price be then. Response was 'can't quote on events in the future' there was no way I could even get an idea out of the consultant of what the price would be.
I then told him in desperation I had another dauhter (17) who will drive the vehicle. The premium went up to……….you ready………..$1252.39
I know you can't lie but hells bells how was I to get what I needed to know out of Virgins dodgy deceitful sales people.
RACQ $432.65 17 year old same premium $2300 excess or increase Premium to $570 $1650
price was ok
would not tell me what the price would change to when my 17 year old
21 days smashed car still smashed!
Hopeless, useless company, had a crash head on with an idiot coming the wrong way down a street into me, reported it, did all the paperwork they wanted (there is plenty dont believe the ADs)now 21 days later, my car is now out of rego and smashed and not road worthy and still waiting for A&G Insurance (Virgin uses these people) nothing has been done!! 21days!!! Stick with AAMI or GIO I would have had the car back by now!!!!
Cheap = nasty
Not enough space to tell all the woes, just avoid them!!
Very Bad and Beware – Virgin Car Insurance is worst/nastiest than the rest of them!!!
Please beware “Virgin Car Insurance”. They are the worst insurance company you could possibly dealt with. After suffering and distraught over a stolen car, we suffered worst more from dealing with Virgin Car Insurance. They are despicable and treated their customer with total contempt and prejudice. We now cancelled my insurance all together with virgin.
I tried to sign up with Virgin Insurance online to claim a bonus offer of 1 month's free insurance. Half way through the online sign-up, the website wouldn't let me go on. I tried two different browsers to make sure. I then asked for a call back to finish the sign-up. After that happened, the Virgin Car Insurance rep said they weren't prepared to give me the free month of insurance. I then spoke to a supervisor - same thing. She then gave me another number to call which turned out to be Budget Direct. After explaining all this again, I was told...that was a Virgin Money offer, not theirs. So I wasted an hour of time and discovered that Virgin Money will not honour their promises. If they can't be trusted with honouring an online promise, I'm not prepared to trust them with my car insurance. Cheap. Won't honour promises.
I got bonus offer pay 12 month get 13 month.
I got several quotes, 2 of them didn't have extra 1 month bonus.
Chat online with the Reps - she said it expired last month. I told her I have it in front of me, she then said I will get 13 months.
I signed up online - before go to payment page - there was a message told me that I have to call the Customer Service. I did. The Reps was so nice. I told her about the offer and asked if I still get the offer if I pay on phone - she said yes. So I paid.
Few days later, received the policy, onl...y cover for 12 months. I called Customer Service, she did not know about the offer - she told me she only know pay 11 months get 12 months. She then checked and told me she will talk to her supervisor tomorrow.
speedy claism service and just ahd my first renewal which they have capped the price and honored the same price as the year before so i didnt have to shop around and need to make a small claim froma car park incident car was repaired and the porcess was easy and fast very happy withthe insurance
cheap and great customer service
no home and contents available
Questions & Answers
Could I choose my own repaired if I get a comprehensive policy with this provider?
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