Virgin Money Home Insurance

As soon as we informed them that we are looking to do an extension to the house and asked what needs to be done from insurance perspective, not only they've cancelled our upcoming renewal but also immediately cancelled our current home insurance leaving our house uninsured without any explanation. This is even before any work was done on the… Read more

house. Disgusting. The worst company ever to deal with. No wonder they couldn't sustain the service to the public and shutting it down.

I recently took out an insurance policy with Virgin Money because of the Velocity Points offer. Unfortunately, I was given incorrect information by their staff. When I followed up, Virgin admitted their staff had made the mistake but refused to honour the promised points. Instead, they offered me $50, claiming this was equivalent. If the value is… Read more

supposedly the same, why not simply issue the points as originally promised? To me, this shows a lack of goodwill and respect for customers. The points themselves cost Virgin Money very little, but the refusal to honour them speaks volumes about how they treat people.

I currently hold another policy with Virgin Money but will be cancelling and moving my insurance elsewhere. If such a small issue cannot be resolved fairly, I dread to think how they might handle a serious claim. This experience has left me with no trust or confidence in their service.

Haven't been with them for a year because i added a mortgagee and my wifes name to policy it went up over $200 pa and only been with them less than 6 months BE WARNED Show details

If you are looking for insurance that covers pretty much nothing virgin money is the one. Extremely rude and unhelpful with an extremely expensive excess fee that covers (again) pretty much nothing. Worst experience ever, I DO NOT recommend!!! Show details

Don't waste your money and go elsewhere. They will say contents included for theft and then they will say not if theft happens away from the property even if this was the policy. They change the terms and conditions without notifying you. Show details

Absolute rubbish – Lodged a claim with them close to 8 months ago and still waiting on repairs. Repairs are supposed to start tomorrow (awaiting confirmation on this) and we have been told we have to move out of the house while they happen. Still no confirmation on where we are supposed to move to. I call them daily and get a different response each time. Have also… Read more

had to liaise with the builder, flooring people, accommodation people and Virgin ourselves and none of them are speaking to each other. Avoid at all cost.

Poor advertising with 10,000 velocity points – I recently came across the promotion for Virgin Home Contents Insurance that offers 10,000 Velocity Points when purchased through Compare the Market. Initially, this seemed like an attractive offer, combining essential home coverage with the added bonus of loyalty points. However, after engaging with the advertising campaign, I found the… Read more

experience to be unsatisfactory due to misleading and vague promotional elements.

One of the primary issues with this advertising was the lack of clear and transparent information. The details on eligibility criteria, specific terms for receiving the points, and timelines were either buried in fine print or not mentioned prominently enough. This led to confusion, as consumers like myself expected straightforward conditions for the advertised benefits. The complexity surrounding the reward structure left many questions unanswered, which undermined trust in the promotion.

Furthermore, the ads appeared enticing at first glance but failed to provide an accurate picture of what to expect once the policy was purchased. The promotional material did not adequately highlight key exclusions or potential obstacles that could prevent the receipt of the 10,000 Velocity Points. This oversight is particularly frustrating for consumers who prioritize clarity when making insurance decisions.

In addition, the integration of Compare the Market as a partner did not simplify the process as anticipated. While the comparison tool is generally useful for comparing various policies, it did not significantly improve the transparency of this particular offer. Many consumers, including myself, found the navigation between the insurance policy details and the bonus point conditions disjointed and unclear.

Ultimately, the advertising campaign for Virgin Home Contents Insurance with 10,000 Velocity Points through Compare the Market fell short of expectations. For future promotions, I recommend that Virgin and its partners emphasize transparency by clearly presenting all key terms and conditions upfront. Providing consumers with a straightforward, easy-to-understand breakdown would greatly enhance trust and satisfaction. Until then, I encourage potential customers to scrutinize the fine print and ensure they have a complete understanding before proceeding.

Rip off Premiums – Virgin home & contents insurance, what a rip off. Been with them for 1y cause they were the most competitive at 2.1k pa. then I just get the premium for 2nd year.. 2.6k. A massive 25% increase with no claims made. 25% increase! 1st year Premium is just to get you in, then they rip you off 2nd year onwards. Show details

Bad claim experience – Going through a claim. Appalling customer service with no updates. Tenants vacated due to no details on when repair works would start...or end. I tried to get some timeframe but they would not commit. It is taking for ever. Just overall a really terrible experience. Looking around for another insurer. It is now mid September 2024 and the claim was… Read more

submitted at the end of March 2024. It has taken this long, and it seems that the minor work that is required won't be starting until late October and most likely won't be completed until November 2024 sometime....if I am lucky

Dodgy and Greedy – Increased our landlords insurance premium from $1,300 to $2,000+ when I acknowledged we had made a not-at-fault claim (with another insurer) at an unrelated property from a pipe breaking in a wall. Dodgy and Greedy

It's fine until you want to cancel – I took out Virgin Home and Contents insurance when my previous insurer's renewal arrived and initially the experience was great. I saved a lot of money. However, the premiums kept going up so I looked for alternatives and found one that saved me about 40%. So I switched and tried to cancel my Virgin insurance. I found I couldn't cancel it online -… Read more

when I reviewed my policy to check the impact of reducing the rebuild and contents cover, to my horror, I received a 'thank you for renewing message. I tried to find a way to cancel online and I got a pop-up saying I had to ring a 1800 number.

When I rang that number and selected the 'cancel' option, it took 30 minutes to get through and after cutting short all the 'we can offer you a better deal' bumf, I asked them to register my feedback that it was poor service not to offer customers the option to cancel online. The customer service officer was not a good listener and kept responding at length with irrelevant detail and not giving me a chance to speak. She told me that I could have cancelled through online chat and I had to interrupt her to point out that the pop-up only mentioned the 1800 number at which point she admitted that she wasn't sure about the online chat.

I have used quite a few Virgin products in the past and have found their customer service better than most of their competitors, but this was a really poor experience and I would avoid any Virgin Money products in future.

Huge increase in premium – I have had Virgin Home and Contents insurance for three years. I was satisfied with their response when I had a couple of small claims. This year their renewal offer increased the premium by 51%! I was expecting some increase in the premium but not by such a massive amount. I hadn't made any claims over the past year and I could not understand why… Read more

there was such a huge increase.

After shopping around I secured a much better offer from another company, with exactly the same coverage and excesses. Yes, it is a bit of a nuisance switching companies but I wasn't going to shell out an extra $1,000 just to be loyal. Virgin Money (and I suppose other insurance companies) rely on their customers being too lazy to bother switching. Loyalty should go both ways; if the customer is loyal this should be rewarded with a good deal. So, Virgin Money, you have lost this customer.

Disaster Terrible DO NOT USE – After 3 months, numerous emails, calls and submissions of police and fire reports they say claim may be denied. Customer service never calls back, rude and arrogant staff Show details

Do not use – I have had home contents insurance with Virgin Money for maybe 5 years. They just wrote to me to say they will not continue to provide cover due to flood and water run off risk (Idont even have or want flood insurance). I live on the 32nd storey some 100m above the ground. I am pursuing a complaint with them. Do not use them or any other… Read more

Auto&General brand. If they refuse cover or change their cover terms you may as well go to someone else in the first place

Premium increased 25% in 4 months when nothing changed from my end – Ridiculous. Premium went from $1000/year to $1250 in one year. No changes from my end, never claimed, been with them 4 years running. They couldn’t give me an answer as to why and ‘couldn’t’ give me a reduction. Very disappointing Show details

Worst insurance company ever – Roof leaks and roof is collapsing. They got a builder out after my chasing them for weeks, the builder said old age not from storm damage! Load of crap, the wind hits my house badly. They said after i said will take to court, they will pay to fix ceiling, replace plaster etc, however my excess is $1000 and they claim cost to repair $1600 so i will… Read more

get $600 for repair amount if i do it myself.. wont admit roof is falling however can fix internal after i fix external damages myself! Plaster costs they quote are way lower than others quote. What a joke. DO NOT GO THROUGH THIS COMPANY. THEY SHOULDNT BE DOING INSURANCE!!! My claim has been going on for over 6 months, almost finished out the year through them and its still not going anywhere!

This is one if the worst home insurance company – Got a,collapsed ceiling in one of the room and it wasn't smooth sailing when I rang them up to make claim. They made too many excuses not to except my claim as they reckon it was not from natural causes like through wind or storm. They said lt has to be poor workmanship and therefore its not covered under the policy. My house is 16 years old and… Read more

how come poor workmanship can last that long. In this case why the hell do people buy insurance for. Because of this they got the cheek to increase my premium by 90 percent towards my next renewal policy which expires end of this month. I have told them not to renew my next policy as they are such a dodgy company. Take my advice and others...don't go to virgin money insurance or you get burnt.

Dont Use: Especially if you dont own a brand new home – 4 months it took for them to assess the storm/rain damage to my house. Just to reject the claim, stating that my house was built to an old building standard -> therefore more susceptible to damage. One of the underwriters sub-classifications protects them against having to pay. I was a customer for 4 years, this was the 1st time I needed help. Best thing I ever did was get a refund from them. Show details

SCUM OF THE EARTH – Had an accidental damage claim spun it around for over 2 months even had nerve to ask me for a police check for a lowsy $2000 claim gave them what they wanted and still played games they do everything in there power not to pay for Ur claim treat u like a criminal as if u did something wrong or that Ur claims dodgy made me feel like biggest scum… Read more

ever but in reality these dodgy little moron stains are the criminals take ur money with nothing in return avoid at all cost

Auto & General are the grubs behind this brand – Auto and general will screw you over. Whatever money you may save in premiums will be lost through the painful experience of dealing with this insurer. Show details

The most disgusting dishonest organisation – Will completely screw you over, underwritten by auto and general. Refer to their reviews to see what you are really dealing with Show details

Put In A claim no customer service what so ever – Put a claim in November 2021 still waiting for a response.I have had electrician and roof assessor attend but apparently no reports sent through. They use Maincom builders which also have many negative reviews. Not happy at all! Show details

Virgin will do ANYTHING to get out of settling a legitimate claim, avoid them like the plague! – Claim submitted in April 2021 after cyclone seroja, which we were indirectly affected by. Now we’re in August 2021 & still no end to aforementioned claim. Virgin has had quote from reputable company, sent out an engineer who has said damage caused was direct result of unprecedented rainfall in area, yet now they want to send out ANOTHER engineer… Read more

to know WHEN the incident occurred (engineer must have a crystal ball.) They are essentially trying to find a way to deny this claim. Pathetic bunch, charge higher than normal fees, we have been loyal to them for over 7 years with only one previous storm claim (patio roof sheets blown off) and one vehicle (hit & run by other party.) Only plus to them, their customer service agents are very friendly & professional.

Take your business elsewhere, consumer beware!

Virgin do not want to support local - they wanted to send an engineer from Queensland to inspect site, when we are WA based.

Un -contactable – Just wanted to check some policy details card payment details but i got sick of waiting on the phone. Very very poor customer service , time to look elsewhere, sorry Virgin Show details

Run away, better still not approach it at all – Insured my investment property online on July 21st following their online add with the sweetener of $100 voucher (e-gift card) with the promise to send the card within 45 business days (apparently it takes that long to issue an e-gift card). 3 months later and a number of phone calls come the same promises to send emails to marketing department… Read more

which then would issue the gift card. The marketing department can not be contacted directly, they have no telephone contact and respond only to internal emails,-invisible and invincible. After the 4th phone call they discovered that there was no record on a system about the gift card.. 22nd of October, 92 days since purchasing the policy- no end of this saga in sight. Satisfy your insurance needs elsewhere.

Monumentally bad, just a rip off – After the first year they increased my premium by $200 or 18%. I have never made a claim with them. Then I tried to call, 20 min on hold later... still no answer. Show details

Useless! They can’t even take out my premium – Have now chased them for 3 days and been told the same thing “it’ll be deducted overnight” - the policy says my premium was to be deducted from my CC in full 3 days ago and still nothing. Absolutely incompetent - I will be cancelling this policy before it even starts and finding another insurer. They are beyond useless. Friendly but incompetent. Can only imagine the jacking around I’d get if I was making a claim. Show details

Can't fault the service – Every time I needed them for something, they were available, friendly and answered my queries. Premium is fair for my contents insurance, so here's to hoping it stays that way for a while!  Show details

Poor service. Charged $600.00 to move from annual to monthly repayments. Would not consider negotiating. Very rude Manager. No loyalty to existing customers. Show details