Virgin Mobile Phone Insurance Reviews

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Virgin Mobile Phone Insurance
★☆☆☆☆
1.4
13.0% of users recommend this
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Latest Reviews

“Difficult to make a claim”

★☆☆☆☆

written by EdgyAndrew on 02/08/2023

The Virgin mobile insurance is not fit for purpose I had a new phone which never worked properly. As time has progressed I made a claim, difficult enough to start the process and even though my phone doesn't work properly and has never worked properly since I received I was advised to pay £150 excess fee. I understand this should be the case for a lost or stolen phone but don't see why this should be the case for a phone that was supplied in a 'not fit for purpose' state in the first place.. Quite shocking!

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“Disgusting service”

★☆☆☆☆

written by Jshea on 12/06/2020

Only had I phone a year battery not charging. £80 excess fee!!! Waiting for delivery of replacement 3 days appalling service would not recommend to anyone

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“7 day increments to waiting time”

★☆☆☆☆

written by harryprince on 17/05/2018

Dropped my Samsung phone on May 6 put in claim. No new phone. Told model was not in stock to wait 3 to 7 days. Told still not in stock wait another 3 to 7 days. Told today 17th may to wait another 3 to 7 days.Even longer my be 21 dAYS 28 DAYS OR 35 DAYS. Told its in the small print,complaint unresolved. Virgin mobile still advertising 'shiney new phone in 24 hours.

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“Not worth it”

★☆☆☆☆

written by sfHarper365 on 24/03/2017

The replacement would only be a refurbished one with possible "cosmetic blemishes" and the deductible is practically what the phone would cost to replace it completely. A total waste of money.

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“rubbish”

★☆☆☆☆

written by CaliSchofield on 16/11/2016

If i could score it Zero I would....Wanted me to pay more than the phone is worth to get a replacement....

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“Faulty replacements”

★☆☆☆☆

written by generalhammond on 19/10/2016

Had my Sony phone replaced twice through them. So far both have been faulty. Lets see how number 3 turns out.

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“After filing a claim, they asked that I provide an...”

★☆☆☆☆

written by reddogtree on 28/09/2016

After filing a claim, they asked that I provide an affidavit and a copy of my driver's license, pay them $175, and to wait 24 hours before calling them. I did so, but then was told that the scanned copy of my driver's license was not sufficient and my claim would not be accepted. The customer service representative was not able to explain why the copy of my driver's license was not acceptable and when pressed, she hung up on me. I called back and got the same individual who promptly hung up on me again. When I called for the third time, and got a different representative on the phone, the individual requested that I send a 2nd copy of my driver's license. I have yet to get any results from this company and although I expect to spend the next days, maybe weeks dealing with them, I'm not holding my breath.

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“Useless waste of time and money”

★☆☆☆☆

written by Kyler79 on 26/09/2016

I phoned to make a claim on an iPhone 6plus that I had lost. They had no record of this and had only my previous phone, an iphone5 registered. I explained I had been upgraded. They said I should have informed them. As I took out the insurance with the upgrade I would have assumed that to have been done. I was sent back to Virgin to get them to email Virgin insurance. Why this could not be resolved without me as a go between is beyond me. It took 2 attempts to get it right. Each taking 48 hours. 10 days later I phone and everything seems good but then, no! They need me to verify who I am by sending a copy of my passport and waiting another 24 hours. I found this most unusual. Who I am is the person you're been taking payment from for over 3 years, by direct debit. This is now over 10 days. I am at my wits end as to what to do but feel the Financial Ombudsman Services is a good start.  they have taken my money for 3 years and now refuse to honour my claim.

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“sent faulty replacement ”

★☆☆☆☆

written by Sethr1986 on 26/06/2016

The screen on my Samsung phone broke. I paid the 70 pounds with the promise of a new replacement phone. What I got was a phone with rubbish battery, so card slot not working and focus on camera dodgy. Its a disgrace they won't change it although the problems were there from the start.

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“Will do anything not to pay out! ”

★☆☆☆☆

written by Houstonc1980 on 19/01/2016

I have been with Virgin media for almost 4 years,and paid for insurence on my phone , the last time I had a problem they gave me a poor excuse as to why I weren't able for a repair, this morning I dropped my phone and cracked my screen and thought it's okay I've been paying insurence incase of these accidents! Well no, they want me to pay £150 pounds to fix it.. £150!? Last time I checked most phone shops charge £50. So what's going on? And why hasn't my insurence covered this? Well it's a massive scheme, lining there own pockets while bleeding you dry, Don't even consider them . There ass holes :)

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“We are human ”

★☆☆☆☆

written by Leee364 on 24/10/2015

Took out mobile phone insurance with virgin on one of our mobiles. Contacted customer service to complain that the phone wasn't working, we are talking no button recognition when pressing and this was 8 months in. Calls would either start with mine or my husbands number because the problem had happened with both phones and the initial sales had insured his phone and not mine. Anyway told there was no insurance and nothing we could do and just pay till the end of the 24 month contract. Furious couldn't find the account payments and with 2 parents dying of cancer life took over after 5 hours over separate occasions trying to sort it. Roll forward 36 months and two funerals and the joint account and guess what nearly £10 per month was still being deducted. Call virgin and ask them to go through call logs to be told I was a dim 'woman' who should sort her head out and the fact that I had been paying it was my fault and the fact that i had spoken to numerous advisors was just human error. Would I ever go to any virgin service hell no as you expect the person to be professional representing the company. Did I escalate my claim of injustice, yes to the board director and he listened to the call and said he was satisfied. I paid for a copy of the call and each transcript of my calls would be subject to extra fee's. That's if they can find them, they never arrived, twice asking in writing and another call. Life was more important than ever dealing with their Manchester office again !!

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“Waterproof Phone Has Water Damage....yeah of course it...”

★☆☆☆☆

written by on 15/10/2015

Sony Z1 Compact sold with a benefit listed as waterproof. Used the phone once underwater (can't use any phone functions as the UI does not recognise any touch screen instruction due to the water on the screen), six months later the phone stops charging correctly. Phoned Virgin and the response was all positive, covered under warranty if not the insurance will cover it. Waited a week for the returns envelope and procedure to arrive, as it hadn't been received, I called again. Apparently the first call was logged incorrectly and we start the process again. After finally sending off my phone, it being received and then waiting a few days, I had to call again to chase up. This time I'm told the phone has water damage and is not covered by warranty, but insurance will cover the repair or replacement (not confirmed) for a cost of £70. What about the phone being waterproof? I was informed that I had not placed the waterproof caps over the the respective connection sockets and that means user error. As there is no way of proving the caps were in place the default responsibility lies with me.....seems I was sold some of the Emperor's New Clothes. Although they do look lovely on, I need some new ones - will happily sell on the old ones to anyone who can forward some invisible cash. The clothes may have shrunk a little due to the invisible water I didn't wash them with.

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“Free Insurance?”

★☆☆☆☆

written by Pierre7 on 08/03/2015

Got a Samsung galaxy S3 phone from virgin on contract with fee insurance and after a few years my phone had water damage. I phoned Virgin up who said the repair would cost £35 which i thought was good but when they put me through to the claim department the price doubled to £70! Whats the point of free insurance when you have to pay this kind of fee?

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“Phone under waranty refurbished replacement send was...”

★☆☆☆☆

written by CGMaintenance on 13/12/2014

phoned Virgin up about my Blackberry Q5 being faulty. As the phone was an insurance replacement from Assurion I had to go through them. This was fine They sent me a reshipment straight away no issues as the phone was under the 2 year warranty and only 6 months old i was expecting a new phone but i got a refurbished phone. No problem it looked new until i went to use it. Phone wasnt restored to factory settings and it wont read the sim card. Phoned them to complain and ask for a working one they told me i had to send my original one back first. I could still use my one just had to put up with the camera not working and the thing shutting off randomly. Was told to get proof of sending and they would reship me a phone. Monday comes phone assurion again tell them i have proof of posting and to send another phone they cant until they get the original. A week goes they havent received the phone complain again email them the proof and they decide they can sent another phone. Phone call off them they cant get one and offer me 3 other phones S3 mini lumia 620 motorolla razor I and sony experia something. Dont want either as i had a blackberry for a reason so they back order another q5. called yesterday and no q5 available they cant get them and the only phones on offer are what ive stated above. All the phones are outdated yet they say are the same spec as my q5. were going into the 3rd week now and no phone no offer of a better phone what ive been offered are sub £100 phones new and from my experience i will probably get a refurbished 2nd hand one and if wanted any of these phones i would have had them at the start of my contract. Im waiting for a call today that i doubt will happen as the only phone I am wiling to accept is an I phone which i dont think is a lot to ask for the hassle ive had off these. I still have to pay my bill and have had to buy a replacemnt phone to use in the meantime. Im out of pocket and very angry. If they had checked the phone before sending it and I got a working Q5 i wouldnt be asking for a better replacement as a good will gesture. I have 3 contracts with virgin plus there home package. They will be losing almost £300 a month from a very annoyed customer over the coming months when all my contracts are up for renewal as im not buying out of my contract to port my number that i brought to them to another network. Stay away from virgin media

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“Insurance worthless”

★☆☆☆☆

written by 437McManus on 11/12/2014

Signed up to a new contract with Virgin Mobile which include free insurance. Got a brand new Samsung Galaxy S4 Mini. After 5 weeks phone fell out of my pocket while seated on to a lino floor. Screen Cracked!!!. Phoned insurance. Advised the following. £150 excess !!!!. Must send phone to them. Will be sent a refurbished replacement. Ok. Lets dissect this. £150 excess. You can buy a replacement for £200. For the £150 you get a refurbished phone. You can buy a refurbished phone for £80!!!. Basically they are selling you an £80 phone for £150. Therefore they are making a minimum of £70 every time someone makes a claim. I was also told that if I do not claim and continue to use the damaged phone then the manufacturers warranty will be invalid. I raised a complaint and was basically told that I should have read the contact (i.e. small print). Could someone please explain the benefits of this Insurance. I have decided not to claim and will be keeping the broken phone for the remainder of the 2 year contact. After that I will never use Virgin again.

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Axejacket's Comment

Written on: 11/01/2015

I have experienced a very similar situation, almost identical in fact but have gone to ofcom as I believe it is miss-selling and they have taken-up my complaint - early signs are it will get resolved but if we all did this then Virgin would be inclined to do something about it

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Sparkyc92's Comment

Written on: 26/01/2015

I'm going to do this too, please can you give me details on how to? I am absolutely appalled at the way I've been treated by virgin. The reason I took the contract was because of good insurance deal and they have put it up to 150 without informing me. What is the point of insurance if excess costs the same amount as a brand new handset... so angry.

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Kneeno's Comment

Written on: 03/01/2016

Totally agree. I have never claimed on the insurance. I could not charge my ZTE Blade L2 up. Said I would be charged £35 excess and was sent a refurbished Nokia 530 which is a load of rubbish. My husband is now able to charge my old phone up so I telephoned them to let them know and was told if I dont sent the old phone back I will be charged another £20! I said I would send the Nokia back because it is basically a load of rubbish. Said I cant do that as I have accepted the new{?} phone. Said I didnt sign for it my husband did. Was told it doesnt make any difference.
Will be ringing Virgin tomorrow to pay my contract out and get a new phone Will never use the insurance again. It is a rip off. Its not free because were paying for the new{?} phone. Went onto Virgin to see how much I would get for the Nokia new phone ha ha. Said I would get £3.00 for it. Will be making a complaint.

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“What more can I add to the pretty damnable results...”

★☆☆☆☆

written by Ahwellcontractnearlydonemiteaswellwarnyoulot on 24/11/2014

What more can I add to the pretty damnable results they've received already.. Note am struggling to get past their star ratings box without giving them any.. Glitch?? Needless to say unsatisfied with this company's failure to live up to their promises. Phone failed on software bootup but surprise surprise the "engineer" "report" discovered 'water damage' "Not covered by the manufacturer's warranty".. What about the additional promised Virgin Insurance" - Not a word. Not that I received anything more of this 'report' than a standard letter of avoidance with a 2"sq photograph of a piece of circuitry on the reverse - sound familiar?? A telephone call to the number given farms your call to a polite intermediary who'll tell you about all of the happy phone companies - not just Virgin - using their 'water damage service' to avoid paying out.. This 'polite' attitude reverses sharply when challenged about the accuracy of their report.. "Take it up with Virgin" - would you believe it? They have no obligations as a third party to provide any service to us as the 'client' of THEIR customer - Virgin meanwhile have no obligations as non provider of the 'insurance'. Neither offers further recourse for complaint. 'Clever'. This insurance provides an appearance of reliability to their contract.. An additions layer of security for 'peace of mind'. So why do I feel so ruffled atm and so wish I could securely insert my handset somewhere engineeringly intimate? Not a new taste in the mouth with this company I believe... I suggest a chuckle when they offer you this option.. Wonder if the regulators will follow up and investigate this similiarly to PPI scams etc... Hope so - could always start ball rolling with a quick ring to them if unsatisfied with your treatment..?

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“avoid like the plauge”

★☆☆☆☆

written by xyWalsh148 on 16/11/2014

shocking company. when i bout my phone the excess was £35. 10 months later when i had to make a claim.. £70. double? and the 24hr guaranteed delivery is once they accept your claim. even though i was covered for everything i had to wait for them to send me a form for a "bit more information" i then had to fill in this form and send back to them. then wait 2 days for them to process the form. then once i rang to chase it up and was told my claim was accepted - THEN the 24hr guarantee started. and it goes without saying i got a reconditioned phone. i am reporting them to the fsa and everyone else should as well. i understand theirs inflation but its not 100%

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“terrible service”

★☆☆☆☆

written by Ewing352 on 14/11/2014

Oh my god what a terrible insurance company. Excess for a samsung galaxy s4 mini was told £140 twice then today told £150!! Plus they want my old phone to repair and sell on. Anyway have decided to esculate this further as phone calls are recorded and my contract doesn't say anything about sending old phone back!!! You should be ashamed Mr Branson!!!!

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“VERY EASY CLAIM”

★★★★☆

written by stevewat on 14/11/2014

The advisor was excellent and completed m claim very quickly.He explained the excess which I was not too happy with but still went ahead with the claim

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“Wish i had read the reviews before claiming”

★☆☆☆☆

written by IssacEnglish496 on 31/10/2014

Awful Awful awful service. Like most of the people on here I made a claim in good faith, my 3 year old gave my phone a bath. I was expected a new phone of a similar standard to my trusty old Nexus 4. I got a refurbished phone 4 weeks after making the claim. A truly service from Ausrion/Virgin Mobile and DPD. I got the phone and opened the box only to be met with a white box, my heart sank. I opened the box and was met by a refurbished sticker. The phone is over 2 years old and I knew this wasn't a good sign. After bringing the phone up to date (3 versions of the OS) almost 2 hours. I noticed the first time the screen went to sleep it took several presses of the power switch - this has got worse in the 4 days I've had the phone. Its now developed 2 more issues its dropping calls and even worse its randomly turning itself off. Overall I'm very disappointed with the service (very mild but if I actually put what I really thought I would be bad from this site). I wish I could put zero stars

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Asked by cherylmcadam on 7th May 2019 Report this content
How do you get in touch to cancel this insurance? Virgin are still billing me for this 8 months after I bought out my contract.

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Asked by gurustu on 11th November 2014 Report this content
how is the insurance free if you have to pay a excess

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Answers (1)
Report this content paulday Written on: 12/11/2014
The insurance is not free as tariffs went up by several pounds when it was introduced a lttle while ago. More importantly the excess is so steep it is not worth having anyway, I was disgusted with the attitude and took me ages to get any sort of resolution. I would not recommend Virgin Mobile to my worse enemy.
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