Virgin Money Avis 

This company is NOT worth ONE STAR.
Started my claim early May 23". with little contact from them,as said before had to wait hours on phone to speak to someone.even when you get that far nothing is done.after getting through on many of my phone calls, I have now in OCTOBER had an email informing me that my claim was settled in July and the money had been transferred into bank. YOU GUESSED IT !!! No money was transferred, I have sent urgent emails with out response.This company doesn't seem to be bothered money has gone missing.
I bank with Virgin Money they have confirmed that no money went into account and this company is supposed to be part of VIRGIN .why can't they talk to each other.There is a considerably amount of money lost in the system.VIRGIN TRAVEL DON'T SEEM TO BE BOTHERED.

Appalling customer service. Incredibly difficult to speak to someone, they simply don't employ enough staff. Happy to take your money but not invest in customer service. Existing claim taking over a month so far to get a reaction. 1 hour wait time on the phone if you are lucky. AVOID AVOID AVOID. Do not use Virgin at any cost. You will regret it.

Called up multiple times to be sat on hold for ages. Just been hung up on after waiting on hold. The servant said hello and then hung up straight after. I only wanted an update on my existing claim why is this so difficult I don't understand.

I can only endorse what others have said. Unfortunately too late! Customer service is appalling. Impossible to speak with anyone and very slow response to emails I had paid £500 for a cottage holiday I had to cancel through ill health. In the event Virgin only paid me £23. After deducting the £100 excess they the divided the remainder by four as they said the booking was for four people and only I was covered - even though it was me who paid for the whole holiday. Total lack of transparency in their product. Avoid!

I suspect Virgin have employed an I.T company to ensure their claim website is very difficult to use. They do exist...
I eventually gave up with the online claim, completed the form to be e.mailed.
The Virgin email server was unable to receive e.mails 22 - 28 Sep.
Virgin online chat gave me an alternative email address which gave the same result.
Daniel on Virgin helpline was unable to answer my queries.
Avoid at all costs. Crap company who make a concerted effort to stop you claiming

Quite dreadful customer service. Branch cannot assist with credit card issues. Credit card staff almost impossible to reach ,ignore emails and so on. Unfortunately this appears to be the norm in the banking sector. Country going to the dogs.

Do not use this bank. Customer service is dreadful, Although individual people in the call centre are pleasant and polite it takes 40 minutes on the phone to actually reach one. The website is impossible to use. Our experience has been one of frustration.

The "Insuance Schedule" only included my details.
My partner's and child's details are not on the schedule, so she is worried that we are not covered.
She may not travel.
I KNEW insuring with Virgin was a bad idea and yet I opted for them on name recognition.
SERIOUS MISTAKE.

Terrible, all outsourced to CSAL who are apparently massively understaffed per my conversations with claims handlers and the mammoth waiting times on hold. Literally feel your life passing by constantly chasing. Whilst they help themes to incredibly long response times. Suspect all aimed at people losing the will and giving up on the claim itself. That or at least deferring payment as long as they possibly can to maximise their profits. Avoid

So surprised given the Virgin brand, but you don't engage with Virgin, instead a company called Claims Settlement Agencies Limited who do not reply to emails, nor answer calls. Worst experience ever

Really poor travel insurance. Handled by an external claims handling company who ignore you and take very long to reply or process anything

Scammers!They didn't warn us that medical expenses must be paid only in pounds and can't be paid in cash.They don't want to accept refund because medical expenses was paid in Euros and keep asking for bank statements which shows the amount was paid in pounds and they ignore the receipt which the shows the amount paid in Euros.

Don't even bothered.
We have been waiting for our claim, in financial crisis situation like this they just ignore you, its been nearly over a month, mu husband was hospitalised whilst we're in holiday again hoping it'll sorted and covered when we're back to the UK, the customer service just said our claim is being reviewed eventho they said a week before they said we'd hear about it 3-5 working days. Just don't this it's horrible ever, being ill and just not getting the answer & claim back!!

DO NOT PURCHASE GADGET INSURANCE FROM VIRGIN MONEY / UNDERWRITTEN BY TAURUS 'INSURANCE' COMPANY! YOU HAVE BEEN WARNED!

They will find any means or ways to weasel their way out of paying out on a claim!!

Their incompetent staff haven't got a clue on how to manage or assess claims properly, or liaise with customers - quite simply, they will try twisting the terms and conditions against the policyholder, regardless of if it makes sense or not!

I've had them tell me an Apple Keyboard or Apple Pencil is not a gadget, however a camera lens is?

They WILL NOT COVER your possessions on-flight, and expect you to hold onto them throughout your journey.

They WILL NOT COVER any gadgets you purchase after you take out the policy, so either in duty free, or on holiday - YOU ARE NOT COVERED!

I appealed their declination of claim, and Stephen Cook - Customer Relations Officer had this to say: "In light of the above, while the original decline may not have been entirely accurate, I do consider that your description evidences that your gadgets were left unattended during the duration of your flight and placed in a position of risk from damage, theft or loss." - WHY ARE YOU DECLINING CLAIMS INACCURATELY!? AND WHERE DO YOU EXPECT TRAVELLERS TO STORE THEIR POSSESSIONS ON FLIGHT OTHER THAN THE OVER HEAD STORAGE?! Travelling with a 3 month old baby on flight, you have no 'UNDER SEAT' area - you have a wall infront! and a life jacket under your own seat and space for the rear passengers legs!

Save yourself the hassle and make sure you take out a decent insurance policy from someone other than these scammers!

Luckily I was covered by my banks travellers insurance, not once did I have any issue with how they dealt with or any of the details I provided for the claim!

P.S Will be following this up with the Financial Ombudsman Service!

WORST EVER!!!! STAY AWAY!
Had my bumbag taken in Disney and was told it was my fault. Because I only reported to Disney (they have their own police) it’s not valid. Cancelled my policy and no refund for outstanding time left either. I paid for the premium cover and got fuvked Royaly. Do not use virgin.

I purchased the insurance. My flights got cancelled the same day. Virgin didn't give me a refund nor let me change days for the insurance. Also, customer service is terrible.

By showing some compassion pet took poorly 1day befor we went one of our party cancelled and virgin showed no compassion won’t use them again compassion a straight no was the reply no offer or anything

The travel policy's curtailment conditions are very tight and exclude having to cut holiday short because of 2 days rail strikes. Cover only helpful if you have the flexibility to extend holiday after strikes. Lost 2 days of non refundable holiday accommodation expenses and cover no use in this case.

Appalling. This is farmed out to CSA who are simply woeful. 4 months in and still no resolution to a very simple claim.