Virgin Comprehensive Car Insurance

One star is generous but a requirement of this review system. Virgin Money Insurance have zero interest in your customer experience and will delay any claim with spurious excuses for as long as possible. After more than 6 weeks, i still don't know the condition of my stolen car or whether it is a write off. I do know that is "dirty" outside… Read more

and covered in police fingerprint dust inside. Mechanical and structural condition ? Nothing. If you try to make a complaint you are sent back to the claims team, the people in the chat don't have a script for complaints either. Virgin Money discontinued offering insurance for cars and houses in OCT 2025. They clearly know they are terrible at this business and have outsourced their work to Auto &General and reduced resources to deal with their customers in this area. It took 5 weeks just to find a way to get our belongings from the car despite multiple requests.

Stay away from this insurance company at all costs. They are not there for their customers, continue to protect themselves, claims are clunky and difficult and not efficient at all. Show details

DO NOT INSURE YOUR VEHICLE WITH VIRGIN CAR INSURANCE,GO ELSEWHERE. [Name Removed], one of the so called claim investigators is unprofessional and nothing short of being a bully. He will twist your words, lie to you , belittle you and .make dam sure that you have no hope in successfully telling YOUR SIDE of the story. Claim denied.... shame on you [Name Removed]. Show details

Happy customer – I don’t know why there are so many negative reviews about virgin comprehensive car insurance as the process from beginning to end was seamless.The policy was excellent value &I was able to get my car repaired within 2weeks.The $900 excess is a bit steep but this is now standard for most policies.i have only been with the company for 1 year and made 2 claims in that time .I will definitely be renewing my policy. Show details

Best insurance company – I've been with virgin for years now, made a no fault claim, quick and easy. They took care of EVERYTHING From claims to customer service to assessment everyone I spoke to was knowledgeable and no question was too stupid. Claim is now settled so called them up to purchase insurance on my new car. I won't go anywhere else. Show details

Personable, professional and efficient! – After stumbling across issues with an online quote, I was required - and dreading - to phone them to sort it out. After talking to Rab from the Brisbane office, man do I feel better. He was incredibly friendly, understanding and personable, yet retained the professionalism and efficiency you want - especially after already having hiccups with… Read more

multiple companies, and being transferred to endless robot-like representatives.

Thank you for being a kind an knowledgeable human. It was refreshing!

⭐☆☆☆☆ Very disappointed with Virgin Money Insurance – claim unfairly rejected I insured my work van with Virgin Money Insurance, and when it was stolen while I was on a job, I expected fair treatment. Unfortunately, my claim was rejected without a proper explanation, even though I provided all the evidence and police report. As a small business… Read more

owner, losing my van has caused serious financial stress, and Virgin Money showed no understanding or support. I strongly advise others, especially tradespeople, to stay away from Virgin Money Insurance. They make the process difficult and don’t stand by their customers when you need them the most

After shopping around and obtaining a quote through Compare the Market, I contacted Virgin Car Insurance directly via phone to request a quote. During this call, I was impressed by the promotional offer of 10,000 Velocity points. I specifically confirmed with the Customer Service Advisor that I would be eligible for this offer , and was asked for… Read more

my Velocity member number.

After the waiting period for the Velocity points to be credited to my account, I contacted Virgin Car Insurance only to be informed that I was not eligible, on the basis that the policy was initiated via Compare the Market. This directly contradicts the information I was provided during my initial call.

Following multiple phone calls and emails, I requested a transcript of the original phone call, as all calls are monitored and recorded. To date, Virgin has failed to supply this. Instead, I was offered a $50 goodwill voucher, which I accepted reluctantly, as it became clear that my complaint would not be properly addressed.

This entire process has taken a great deal of my time and effort , due to poor communication and repeated delays in responding to my emails. Based on this experience, I have serious concerns about the level of service I would receive if I were ever required to make a motor vehicle claim. their current performance suggests it would be unsatisfactory.

I was sold car insurance with a promotion of velocity points. This was the selling point and incentive to sign up when i did my quote over the phone with a consultant. After wait 6 months for velocity points, calling 14 times to follow up, I finally was told I wasn't eligible as I have enquired original on compare the market. Regardless of the… Read more

fact, I didnt complete my quote through this website - it was over the phone AFTER I was offer velocity points I went through with it.

The consultant deceived me to get a sale and they were not transparent. Imagine if I had to claim? Super unreliable, terrible customer, and deceitful. Safe to say, ill be looking into a new insurance company.

Worst insurance company ever. Have spent over 4 hours on the phone dealing with customer service staff. I'm now on my 9th different person and each time they put you on hold and you then get transferred to another person who you then have to go through the verification process. The person insured with them smashed into my car and it has been… Read more

assessed as a write off by 2 panel shops but we are still trying to find out what the assessors says about the valuation. We have been waiting for over a month. DO NOT TAKE AN INSURANCE POLICY OUT WITH THIS INSURANCE COMPANY.

Worst roadside assistance company ever!!!!! The customer service are so rude, they made me wait for over 2 hours and whenever I call they will just hung up on me. Very unprofessional and disrespectful staffs Show details

Do not use Virgin Car Insurance! I've had an ongoing case for a car repair claim for over 3 months. They do not call back when they say they will, and you have to start the conversation again every time. No delays are driven by parts availability or something outside the control of Virgin Car Insurance. Issues commenced start of Feb and now mid… Read more

May and we are still talking about "assessments" and "re-assessments" by what is claimed to be delays from assessor [Name Removed]. The work that was completed, did not repair the entire damage on the car and was missed in the initial assessment. Plus, the repairs that were done by Progressive Panel Collision in Preston (Vic) were of an extremely poor standard. To top it off, spare new parts (that were supposed to be used on my car) were left in my back seat causing damage to seats. Final call today into Virgin claims raised another escalation (I've had multiple) by [Name Removed]. This was on the advice of team leader [Name Removed] even after giving all the info from previous and current conversations and notes. Its been a long and painful journey that continues to this day. If Virgin Car Insurance cannot do a basic repair to a Holden Commodore, then dont even bother using them.

We have been using Virgin for years and added our P plater son to the policy. He was going into a car space and unfortunately scratched a car next to him. We have always advised our kids that if this ever happened they must leave a note for the driver, which he did. Virgin now refuse to cover him on a renewed policy. My question to Virgin is this:… Read more

should we now be advising our children to just drive off having damaged someone else's property? Is it any wonder people don't own up when they have damaged someone else's vehicle when the insurance companies punish them regardless of circumstances. After years with them, we'll no longer cover our 2 vehicles and will look elsewhere for a policy. Beware, Virgin Car Insurance will only cover low to medium risk drivers which I was unaware of. Virgin, please note: not all male P plater drivers are idiots on the road.

Unfortunately, there's no negative stars. Was unfortunate enough to have to make a claim when my daughter crashed the vehicle. Paid the $2000 excess standing on the side of the road before the tow even arrived. That was 5 weeks ago, and it's still sitting in the towing yard waiting for a "second opinion" on assessment, which they aren't able to… Read more

give me a timeline on. This could take a month, or a year. Their premiums are competitive because they don't seem to actually provide a service. I have 4 policies underwritten by Auto & General Insurance. Once I get this sorted - if ever, I will be cancelling all of them. The savings in premiums are not worth the ongoing costs and incredible stress if you're unlucky enough to have to make a claim. PS. There's a section below asking "how long did your claim take to be resolved?" Take the answer with a grain of salt, because it hasn't been yet.

I am extremely frustrated with the lack of support from Virgin Money regarding my missing bonus points on my car insurance policy. Despite multiple attempts to resolve this, I have been given conflicting explanations and no resolution. A few weeks back, I was told that no bonus point offer existed when I took out the policy in November 2024, even… Read more

after I provided a screenshot proving otherwise. Then, I was incorrectly informed that my policy was purchased through iSelect—when in fact, I did not use iSelect at all. Now, their team is stating that the issue is simply due to my Frequent Flyer number not being attached to the policy.

No one seems to agree on the actual reason for the missing points, yet the solution should be straightforward—crediting 10,000 points, which is not even a significant amount. This has been a disappointing experience, and as a top-tier Qantas Frequent Flyer member, I will be sticking to their programs in the future

WORST INSURANCE COMPANY – Worst insurer on the market _ AVOID AT ALL COSTS Claim took 11 months to resolve and trying to cancel the policy has been just as bad !! Show details

Don’t carry diagnostic equipment – Been with this company for several years, car alarm constantly going off, had to disconnect the battery to stop alarm going off, rand roadside all they could offer me was a tow. Apparently they don’t Cary equipment to diagnose problems. Waste of money. Won’t be renewing. Show details

Worst experience ever – Dealt with them for 6 months only to be told that they were not fixing the car. Insurance price was doubled. Worst insurance company. Never going back to them. Show details

rated absolute negative - below zero – Claim lodged on 17/11, yet waiting for an assessor to review the car. Gave us 2 weeks courtesy car. Worst client services, they have sweet speaking tele responding team but very inactive. I regret going to Virgin Insurance. I would rather rate them absolute negative , below zero. Show details

Worst insurance company – Absolutely AWFUL COMPANY TO DEAL WITH. Not even worthy of one star. I had a kangaroo jump out in front of my car. Hardly my fault!! Went from a rating one to a rating 3!! It has taken over 3 months to just get into repairers. I have had a fully cracked windscreen and extensive damage to front of vehicle. Fortunately was able to drive the car but… Read more

the front bumper is loose and have had to continually tape it up and retape it. Not ideal on a highway when your bumper becomes loose. Tried to contact them numerous times about my concerns with the lengthy process and that my car feels unsafe. The staff could not have cared less. They were extremely rude and dismissive of my concerns at this taking so long. The repairs have gone from 7 days to almost a month. My advice-go with another insurer.

Horrendous policy price increases – No claims or anything, but the policy nearly doubled in price over 2 years! Got a new quote online and the new price was just a little bit above the price 2 years ago. I suggest everyone look closely when it's renewal time. Show details

Bad car insurance – Got my car repaired from an accident that happened at the front end. Got my car back with rear damage and side of the car damage. Sent an email well over 2 months ago and called and got no answer or response. So pathetic so a repair place and of a car insurance company you pay your money and this happens Show details

Useless time wasters – Absolutely useless company. Had my car damaged by someone else at fault. Had to then pay an excess until I called they then go oh you shouldn’t have paid an excess. Being 20 and having to pull 1.7 k out of thin air was kind of a joke. Was told I wouldn’t receive a hire car and would be out of pocket oh but they could offer me a discount code how… Read more

handy!! then the woman on phone goes it’s cause your at fault I go has anyone even overlooked my claim because I am not she then goes no one has as of yet. Sorry you deemed myself at fault when you just mentioned no one had even investigated the claim. Was then taken up further in which I had to organise a hire car for myself went out of my way to a europcar in which insurance agent didn’t bother to tell me oh green p players can’t hire cars from there. A day wasted really. Car later went in for repairs and was contacted by garage to state my wheels are no longer in production and insurance would settle me at around $300 for the two damaged alloys. Sorry so now I’m going to be out of pocket having two replace 4 wheels for damage I didn’t cause due to the fact my wheels aren’t stocked anymore. Have yet to hear from assesor went to pick car up today and the garage wanted me to take it with mismatched paints stating that my car is old the whites would be off. It’s a 2021 model car in pretty prestige condition and then goes oh it’s actually cause the paint is still wet. Why is my car outside in the rain then, didn’t collect my car that day due to being unhappy with the repairs. Then called the agents to enquire about my settlement in which they have no records in who contacted me and can’t provide me with any further details. Agent who spoke to me was beyond rude telling me to stop adding issues on and interrupting me several times. No resolution was offered.Complete time wasters this company. Don’t expect anything but yourself scratching your head for answers since they aren’t able to give any.

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

Nightmare dealing with Virgin Car Insurance – Hi Guys, The company is really one big joke. They take forever to assess and approve a car. I chose my repairer and they were telling my repairer to use a second hand parts from wreckers.... my repairer did my car and they have failed to pay it as was not taken for a second assessment repairer they wanted to use. Executive Smash Repairers are the… Read more

best in the business and a gentleman with a foreign accent was telling my repairer how to repair the vehicle and standards used in the 80's for repairing vehicles. Their assessor was notified not to call me multiple times as my repairer was acting on my behalf and we would not stop smsing and calling, until I threatened to speak to his Manager. Just becareful and as they are the same with Budget Insurance and one big joke. There standards and procedures are backwards 20years.... Go with Suncorp, GIO, NRMA etc.

Disgusting insurance company – Sons girlfriends car was stolen. Over a month later they are saying they haven't received the police report which has been sent twice. Now they are asking for service history, photos of vehicle to determine market value. Car was purchased (used) not that long ago, service book is in the car which police have not recovered. They sent her to get a… Read more

loan car but being under 25 she couldn't hire it unless she had a credit card for a $1000 hold in case of an accident. She got a text message this morning with a phone number to call, then was transferred 3 times to be told they don't know why she received the message. So 90mins on the phone with no progress on the claim at all. They have already told her they won't be renewing her policy. Nobody would want to renew their policy with them, after there incompetence and determination to not pay a single cent to their customer.

EDIT: 2 MONTHS LATER THEY FINALLY APPROVED HER CLAIM. 1 WEEK AFTER THE APPROVAL THEY FINALLY CAME UP WITH A PAYOUT FIGURE. NOW JUST WAITING TO SEE HOW LONG THEY TAKE TO PAY.