They failed to proceed to renew my insurance
I was with them for 2 years, I wanted to renew the policy and called 1 day before expire. The rate was very low, which made me very happy. However, after I have spoken to the call center, they assured me it is renewed and all taken care off. It wasn't. One day after the police ended, I noticed no email nor SMS to confirm the renewal, my credit card wasn't charged either. So I called and inquired, they confirmed it was not renewed. I am not happy. Many other things happened after, my complaint on the hotline went unanswered, the call back from the manager did not happen. Many strikes were made. I have now signed up for another insurance, more expensive, but I feel looked after.
Penalizing people for having a no fault accident!
Earlier in the year I was involved in a no fault accident where the other driver had prior damage and tried to pass the damage on to me. When I go my renewal my premiums had sky rocketed! I contacted the call center and was told because I had an incident that my premiums increased. The woman I dealt with kept on saying what seemed like some standard scripting in which she kept on talking about driving through school zones and high traffic areas so I am more likely to have an accident. None of which applied to me. She then told me my premiums in...creased because of the accident I had, but then said it was a no fault accident so they don't increase. We wet around in circles because she kept saying my insurance didn't increase because it was no fault, but did increase because I had an accident. Absolutely disgusting service.
Went to add a policy and they suspended my primary car insurance!
I was left stranded without insurance when I went to add a policy for a new car. I was away from home buying a second car when I called back Virgin to take up a quote previously provided to me. They then decided that the answers were different from the previous answers when getting my first quote. It was referred to underwriters. For some reason they were asking me about my other car and the my brother as a listed driver who hasn't driven it for 3 years. I couldn't answer their questions about him, I requested he just be removed from the policy.... They said this wasn't possible and suspended that insurance too! I was dumbfounded this was the result when I wanted him removed from the policy and me be the only driver. I was stuck away from home without any insurance suddenly when all I wanted to do was take up a previously provide quote.
Good value for money, I had an accident (NAF) the insurance company were fast at getting my details done and very friendly customer service, I got a hire car fast as well.
Don't take out car insurance with Virgin
Someone ran into my parked car. Everyone accepted I was in no way at fault. One month later and I am so sick of telephone calls to Virgin arguing about when it will be repaired, who will repair it and how long I can have the hire car. It has been one long headache.
I left NRMA after 15 years to join Virgin because they were cheaper.
I have six vehicles all comprehensively insured with all the options
At the sales stage they guaranteed I would keep the Rating 1 that I had from NRMA. I presented them with documentation to verify my rating which they accepted. I have been with them for two years for all vehicle.
Let night someone rear ended one of the vehicles. They accepted full responsibility and we exchanged information.
I called Virgin to get this vehicled towed and arrange a hire car (which the other s...
- Comprehensive Car Insurance
- Verified customer
Virgin Insurance (Legal & General) has refused to repair minor accident damage to a safe standard.
Ive been with Virgin for over 4 years without a claim. Virgin Insurance (Legal & General) has now refused to repair minor accident damage to a safe standard. So however cheap it is, its not worth a cent. On top of this, we have an insurer refusing to safely repair vehicles to their previous standard. This looks to be an issue with their assessor's lack of understanding of the vehicle, but has implications not only for it customers, but for the general public, with customers now being shoehorned into driving on public roads, vehicles that have not been repaired to a safe standard. Unbelievable, but true.
Worst insurance provider! 6 months down yet to have the claim resolved for very minor accident!
Purchased Virgin Insurance due to their competitive pricing. The biggest mistake we made was not checking reviews prior to this purchase!
Unfortunately we had a minor accident which was the fault of the 3rd party. 6 months down and still waiting on a resolution and our excess back despite many phone calls over the months.
We had our car repaired as soon as we were advised, yet Virgin took over 2 months just to send the quote to the 3rd party due to internal 'mishaps'. After we did multiple follow ups over the months, we finally realised that ...there was no resolution since Virgin hadn't even sent the repair quote to the 3rd party! As another reviewer has mentioned, Virgin did not have to pay much for the repairs. Which might be a reason they decided to sweep it under the rug. In summary, 6 months later, we are still waiting for the 3rd party to receive the documents. We have lost any hope of getting our excess back, but writing this review for any potential customers to really review and reconsider your decision prior to choosing this Insurance provider.
Worst customer service ever
We had a small accident in January 2020, Virgin Insurance admitted that we were not at fault
Tried to get information in regard to what was happening with our claim phone calls, emails they did not provide any information in regard to following up the other party ,we paid our excess to get our car fixed there has been no contact from them., meant they did not have to pay out much for the repairs. We also had to hire a car. This is the worst car insurance company ever just a rip off
Do Not Go With Virgin - They Will Rip You Off Too!!
Car came back from a service center damaged in multiple locations (almost every panel). Damage could not be determined if it happened on the tow truck or service center as no condition report was done. Tried to claim comprehensive insurance and was told "existing damage" for things like tiny stone chips that had nothing to do with the major damage to paint and panel that had occurred. Do not go with these people - they will rip you off too!!
Insane Premium Price Hike After 1 Claim I Made In 8 Years With Them With Paid Rating 1 Protection!
I was a customer of virgin for 8 years. I have never made a claim in this time. My premium for comprehensive insurance was a competitive 900 bucks a year in which i paid a higher premium to protect my rating 1. At the end of last year i hit a bollard in a car park and made a claim. This year when i received my bill my premium went from 900 dollars up to 1400 dollars!! I rang them and they refused to help and simply just were trying to downgrade my policy. I asked them why my premium would increase 500 dollars in one year and they said because i...was an increased risk after making 1 claim despite PAYING for rating 1 protection with them for 8 years. Then they charged me their hidden 40 dollar cancellation fee when i changed insurance companies. Listen to me, the money you save on the faceup cheaper premium is not worth it! These guys will screw you over when you need it the most and don't even bother paying for rating 1 protection because they will simply put your premium up anyway. If you make any claim whatsoever they will try and kick you out cos at the end of the day they just want your money and don't give stuff about helping you no matter how loyal you are to their company. Most disgusting experience i've ever had with any company ever period.
Slow and dodgy
My car was hit by another car changing lanes. It was undoubtedly the other driver’s fault, his tyre left a black mark down the length of my vehicle so he was obviously turning his wheel. Even the panel beaters said without a doubt it was the other driver’s fault. The driver was 85 years old, had medical conditions listed on his driver’s licence, and wore coke bottle glasses. After 7 months, Virgin said they couldn’t tell who was to blame and decided “Each bear own”. I lost my $800 excess and my no claims discount. If I didn’t think the other driver was at fault I would have fixed the damage myself and saved my no claims discount. I’ve been insured with them for several years and have never made a claim.
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..
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.
|Category||Roadside Assistance Providers and Car Insurance|
|Other Insurance Types Offered||Home and Contents, Income, Life and Travel|
|Underwriter||Auto & General Services|
|Legal Liability Cover||Included up to $20 million|
|Roadside Assistance||Not Offered|
|Reduced or Zero Excess Windscreen Cover||Reduced Excess Optional Extra|
|Choice of Repairer||Optional Extra|
|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
|Emergency Transport & Accommodation||$100 per day, up to $300 in total|
|Hire Car after a No Fault Accident|
Included, up to a maximum of 14 days or until the your claim is paid, whichever occurs first
|Essential / Emergency Repairs||Included up to $500|
|Pay As You Drive / Fixed Kilometre Discount||Not Applicable|
|Hire Car after Theft|
If you claim has been agreed upon to be paid for the theft of the car, you will be reimbursed the reasonable cost of hiring a similar car from the date the claim was lodge until:
whichever occurs first
|Lock and Key Replacement||Included up to $1,000|
|Transit Cover||Not Applicable|
|Trailer & Caravan Cover||Included up to $500|
|Child Safety Seats and Prams||Included, up to $500|
|New-for-old Car Replacement|
Included, the earlier of 2 years of 40,000 km from original registration
|Personal Property Cover||Included up to $250|
|Uninsured Motorist Benefit||Not Applicable|
|Accidental Loss or Damage|
|Malicious Damage / Vandalism||Included|
|Theft or Attempted Theft||Included|
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