Virgin Money Reviews 326

I should have gone to Spain over Christmas last year but about 10 days before I should have gone I was ill with a winter sickness bug. I couldn’t leave the house for 4 days, I had continual diarrhoea and felt very sick. When I felt able I went to see my GP and he said he thought I had had a winter sickness bug. I hadn’t got the strength to pack my suitcase so I decided to abandon the holiday. I got in touch with TUI and they sent me an email confirming I hadn’t gone on the holiday. I sent an email claim to Virgin money on about the 3rd of January. I got an email back saying they had more claims to deal with than usual and would be in touch with me in about 3 weeks. It is now 4 and a half months and I still haven’t heard a word from Virgin money, not one word. I am starting to think they are holding the money back that I am entitled to on purpose and am disgusted with Virgin. I shall not he having anything else to do with Virgin ever again and would not advise anyone else to either.

Can't thank Virgin money enough of the help I had from them today. The lady I spoke to was first class in explaining the query that I had. One of the best customer services help desk I've dealt with. Thanks again.

I would like to say thank to Virgin Money staff who helped me in a situation that I myself couldn't resolve. They came to my rescue & dealt with the big issue I had. Thank you so much for all your help!

Absolute crooks, will not cover a refund for my Dubai trip. What’s the point in travel insurance, they’ll always find a way to weasel their way out of paying legitimate claims.

I have now been trying to open a new current account for approximately two months.

I have phoned, I have contacted them on Facebook messenger and still I am unable to open a current account. Their app is pathetic. No email, no help at all.

My Virgin annual joint policy travel insurance for UK and Europe for myself and my wife was bought via a comparison site on 25th April 2025.
We submitted a claim when our short trip to Switzerland on 8th July 2025 had to be cancelled because of the French Air Traffic Controllers two day strike. Our claim was submitted via the portal, not an easy process, and acknowledged within three days by claim handlers ERGO Travel Insurance Services Limited. Despite numerous emails and phone calls to ERGO, it took until 20th November 2025 to settle the claim. Towards the end of that period I escalated the matter to their Complaints Department.
The claim had been reduced by £34.69 with no explanation as to why it had been reduced. It is also worth noting that (in accordance with their small print) the policy excess is applied twice in the case of a joint policy, once for each traveller.
On 11th December 2025 the Compaints Department upheld my complaint and awarded £200 by way of compensation. They stated “I would like to sincerely apologise for the poor experience you have had and assure you that we are taking steps to improve our processes to prevent similar issues in the future.” It seems that either they don’t have enough staff or they are incredibly inefficient.
Although I was satisfied by the eventual outcome, I will not be using Virgin again and will be looking carefully at other insurance providers in order to avoid ERGO as claim handlers. Buyer beware.

Once again letters regarding closing account because not accessed. Only two options exist for a non resident UK ISA, close or do nothing. I cannot visit online (UK only) or use a prepaid envelope (UK only) or visit a store. Last time this happened Virgin paid 65 GBP compensation because of costs incurred with assurances this would not happen again.
BTW the virgin money online complaint form doesn't work, only accepts UK phone numbers and postcodes.

Travel insurance which has so many caveats that you are unable to make a claim for anything. They did everything they could to say why they didn’t need to compensate for my cancelled flights and delays, rather than trying to help. It has been a longwinded and stressful waste of time. Do not buy travel insurance from Virgin.

Statement received was £10,000 short. Spent all forenoon trying to sort it, couldn't get through to anyone. Just a very inefficient company.

Tried to claim on portal. After various instructions from webchat which didn't work.
Called help line they gave me a number to call.
Called that number they gave another number to call.
Got a link for a form to complete.
Ridiculously stupid amount of paperwork needed. Some items I didn't have like utility bill as I'm 18 and live with parents.
Luckily I was insured under nationwide home policy. Called up after 10min call new phone comes in 3 days.
Will never use virgin again.

I was informed that my flight was cancelled after reaching airport and airlines couldn't provide alternative flights within 36 hours.
When I contacted airlines for the expenses I incurred, they told me that only travel insurance company will pay.
There was no way to call this insurer and I could submit my claim online only with all the receipts, screenshots etc. They had come back after one month saying that they will not cover anything for expenses incurred due to flight cancellation. Every time I reply back, they take about 2 weeks to respond.
At the end, I didn't get a single penny back inspite of taking this insurance. It would have been better off not taking this insurance at all

Travel insurance I took out clearly states nill excess for dental emergency on the policy.

However, when I put my unfortunate claim through, the 3rd party insurer replied and used excess for other medical excess saying they are not liable for the cost.
I looked up the policy again, only to see nill excess for dental emergency.
Upon writing back asking for a full refund as the contract is breached and handing of the claim is very unprofessional, I received a reply saying I am correct that no excess.

2 weeks later, I receive another email saying they cannot pay my claim as not over excess.

I fully not recommend Virgin Money Insurance for Travel.
I hear Stayaure is very good in such handling so find a better insurance.

Had to pay hospital bill in the USA December still no money back will never yous this company again . What's the point of haveing travel insurance if there don't pay medical bill

Avoid at all costs, customer service and communication is diabolical, this is the team you need the most !!!! Also auto renewal without informing you, still chasing my refund, absolutely criminal.

Terrible customer service. Even renewing took ages and had to answer every question again. Lost patience when wanting to add winter cover, and have now cancelled. Awful.

I had a serious accident whilst on holiday, which wasn’t my fault. I sustained a broken femur. Virgin Travel Insurance were informed within 20 minutes of arriving in hospital. It took them 8 days to tell me they weren’t going to pay out. The call centre is a joke and their emails are illiterate. Avoid this absolute disgrace of a company at all costs.

Virgin Money Travel Insurance is cheap for the reasons outlined in the reviews; "Simples" to coin a meerkat phrase !

I would take your money elsewhere. Reading these reviews I only wish I had read them before trying to invest in an isa. I set up an online profile to open an isa. It constantly kept rejecting my password. After numerous attempts to get logged back in and 3 password changes later it told me I couldn’t open an ISA and to call them. Their lines close at 6pm. This morning I just spoke to the most horrendous female virgin money rep. She actually accused me of screaming at her when I didn’t raise my voice once. She was useless and far from helpful. She clearly just couldn’t be bothered to help or was not equipped to. Terrible experience trying to open a simple ISA and owing to the rude incompetent woman this morning I have closed my online profile and will take my investment elsewhere. Terrible experience. No wonder your reviews are so bad.

Had travel insurance and had to add new medical condition on to policy. Took 1.5 hrs hanging on the phone before answered. Then going to charge an extra £83 to add the condition.. it was annual policy so asked for pro rata money back and went with another company who charged £28 for the medical condition to be added . All told 2hrs on phone

AVOID at all costs. I wish I’d seen these reviews before attempting to open a Business Account Fixed Term Deposit; well I’m a
Month in and it still isn’t opened. My money has gone into their ‘holding’ account while I earn no interest on it at all:
My advice is don’t go near this company; I want out.