Virgin Money Travel Insurance www.virginmoney.com Reviews
Latest Reviews
★☆☆☆☆
“They ignore your phone calls and complaint letters”
Written on: 15/05/2013
I took out annual Travel Insurance with Virgin in Feb 2013, we discussed our Medical staus, we were quoted a price. On recieving our Insrance certificate, my wife,s Medical status was removed. On first contact with Virgin by phone, they said they would look into it. Over a week later still no response. I phoned agained on 25th Feb and was informed that I had to pay extra. I complained to their Customer Relations Manager and after numerous phone calls and letters on 13th May, they stated I... (read more)
★☆☆☆☆
“complete rubbish do not buy”
Written on: 20/02/2013
Went to Turkey in September our son got a lot of mozzie bites on is legs,they became swollen and pain full went to the hotel nurse who said they were infected and she rang a doctor.We were told to take our son to the clinic on arrival at the clinic i contacted virgin insurance they gave us a claim number and was told to proceed,our son was put on a drip and we spent 3 hours at the clinic,we were give a prescription for tablets and cream,we paid our excess as virgin instructed,they are now... (read more)
★☆☆☆☆
“Media inquiry”
Written on: 09/02/2013 by AuroraNews
I am an investigative broadcast journalist who is looking to speak to Virgin Travel Insurance customers who have encountered problems with this insurer failing to pay out and, more commonly, claiming to "lose" the paperwork of customers. I would appreciate if anyone has encountered these difficulties to contact me on news@ auroramedia.info (no spaces between the @ and auroramedia.info) Thanks. (read more)
★★★★★
“Great support and very easy claim process”
Written on: 21/01/2013 by Usermichael
We bought Worldwide Cover to include the USA. Very reasonable price for 2 people - could not find a better price. We had a medical problem while on holiday and the Travel Nurse and Case Manager were very friendly and understanding. They followed up a couple of days later to see how we were going. The claim process was very simple, straight forward and easy to do. Our claim was paid out without any problems within a week of submitting the claim. Very very happy and will always use... (read more)
★☆☆☆☆
“If there was a 0 that's what I world give”
Written on: 01/01/2013 by Tjcowling (1 review written)
We were traveling though France on 13 June when my husband had a heart attack he was taken to hospital had 3 stents and 8 days in hospital we started to make our way home ,he was not well and was taken to Peterborough hospital had 36 hours in hospital then told to rest before traveling up north he rested for 2 days in a premier inn before traveling by train ,our friends that were with us had gone home in the car. We have been dealing with virgin travel since July I have rung at least 3... (read more)
Petraisara's Response to Tjcowling's Review
Written on: 08/04/2013
which is the company of your friend??
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★☆☆☆☆
“Worst Insurers”
Written on: 29/12/2012 by fahadiqbal
Took travel Insurance from Virgin. Had to cancel the trip as I became ill and informed the insurers and the travel agency. I made a claim for the ticket and six months have passed by. They keep on asking for the same documents that were submitted with the original papers and I have to keep on reminding them that the documents are already sent. I am thinking of taking the matter to the FSA Ombudsman. Stay away from these thieves... (read more)
★★★★★
“No problems”
Written on: 13/12/2012
Picked up a stomach bug in Turkey and spent the day in hospital on a drip, blood tests done and medicine prescribed. Submitted all the documentation to Virgin Travel Insurance, no squabbles, no queries, just received the cheque paying the costs I incurred of £502 in full, less the £50 excess of course. Fantastic (read more)
★☆☆☆☆
“An Update”
Written on: 19/11/2012
Just an update from a claim back in April.........Took my case to the FSA ombudsman and they found in our favour. Awaiting a further cheque which has doubled my previous claim. Please do not give up complain and take them to the FSA ombudsman. Once done never recommend Virgin Money Insurance to anyone. (read more)
★☆☆☆☆
“DO NOT BUY”
Written on: 15/11/2012
I have had my claim in for 4 months. They claim not to have received paperwork. I wonder if I'll ever get the claim settled. (read more)
★☆☆☆☆
“disgraceful - use another”
Written on: 29/10/2012 by hollandp
We booked the holiday of a lifetime and took virgin travel cover. Mt wife was having some minor medical problems which were not declared on the internet purchase system. Some months later she is diagnosed with cancer and goes through major surgery and radio therapy etc. hence a cancelled holiday. Virgin lose the first claim and then refused it out right saying we failed to disclose a medical condition we knew nothing about. I will never use virgin again for any travel flights etc - my... (read more)
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Showing 1 - 10 of 56 Reviews
★☆☆☆☆
“Don't use Vitgin Travel Insurance”
Written on: 27/10/2012
Couldn't go on holiday due to back condition and spoke to Virgin a week before the date of travel to discuss. Telephone operator was prompt and courteous and explained how i should go about making a claim. I lodged the claim on aug 10 and waited. Nothing. I called In early September and was told there was a backlog of claims. So I waited. Then I was told the forms could not be processed as my Doctors surgery had not stamped the medical form. I sent a stamped medical form. And waited.... (read more)
★☆☆☆☆
“A complete insult!”
Written on: 08/10/2012 by LEEBEE16 (1 review written)
We were burgled on holiday and after waiting 10 weeks for our claim to be processed, they sent us a cheque for a tenth of the value of the claim, with no explanation. To say we were insulted and upset is an understatement. They don't cover a lot of your everyday items, so the policy is worthless. Most people who claim on these sorts of policies have been through some sort of trauma and this company just add to that. I've dealt with other insurance companies before that do treat you well... (read more)
★☆☆☆☆
“Virgin Insurance - Not worth the paper its written on”
Written on: 07/10/2012 by LydiaM (1 review written)
I was due to fly out to Greece for a 1 week holiday in July of this year. The day before I went to hospital with stomach pains, I was admitted into hospital with suspected appendicitis later that day. I had the operation to remove my appendix and was discharged from hospital two days later. Approximately just over a week after I was due to go on holiday I completed what I thought was all of the necessary paperwork to make a claim on my travel insurance through Virgin. It should be noted... (read more)
Cherrelleious's Response to LydiaM's Review
Written on: 08/05/2013
Has this now been settled? I am currently claiming for same issue
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★☆☆☆☆
“Do not buy!”
Written on: 28/09/2012
I purchased travel insurance for my son approximatley one year ago. I recently received my credit card statement for which there was a further payment debited. On calling their contact centre it would appear that in the terms and conditions it states that they will renew this every year unless it is cancelled within a 21 day period!! They have debited my card without prior notification/consultation - awful customer service Mr Branson - i understand insureandgo form part of this so be... (read more)
★☆☆☆☆
“Awful just don't go with virgin”
Written on: 16/09/2012 by Naomiscott (2 reviews written)
I got mugged by 3 men in Ibiza, a friend was with me and she was badly injured. Scared and confused, I emailed virgin that night. I didn't get a reply for over a week which by then we'd sorted ourselves out. Virgin don't deal with claims they pass this to Travel Claims Direct, you're lucky if you can get threw on the phone, they don't reply to emails other than an auto response. 6weeks after putting in my claim they asked me for evidence from my bank my cards were stolen and whether or not... (read more)
★☆☆☆☆
“procrastination and obfuscation, ”
Written on: 16/09/2012
I thought Mr Branson was a nice chap, cant believe he lets these people operate the way they do in his name!! Twisting, turning, delaying, anything to make a straight forward claim as difficult as possible. One month is an acceptable length of time to reply to an e-mail? Making their phone operators work like this cant be good for their karma. Come on Beardy charge higher premiums, but stop operating this business in such an underhanded way. I would have given 0/5 had it been possible (read more)
★☆☆☆☆
“Avoid Like The Plague!!”
Written on: 07/09/2012 by halboy10 (9 reviews written)
These lot will do anything to not pay out for a claim, you are just buying bits of paper not insurance( your printer paper at that!) (read more)
★☆☆☆☆
“Auto renewal rip off”
Written on: 27/08/2012
When I was checking my credit card statement, I saw a charge from Virgin Travel. I called them immediately to cancel it. They told me they cannot since it is over 21 days... They did not send anything to warn or get my authorization/approval...They referred to the second page of terms and conditions (ie small print)... It is not right to treat customers like this...but I purchased the travel insurance a year ago!! Now I have two travel insurance... I am glad that they did not put any... (read more)
★☆☆☆☆
“Avoid avoid avoid!”
Written on: 08/08/2012
We were on our way to a guided cycling tour starting in Budapest. We decided to arrive by train. Whilst waiting at Brussels Midi for our connection we had our rucksack stolen containing our passports and travel documents. As it was Friday evening we had to wait till Monday to get Emergency passports. Reading the Embassy's website it said you had to have a travel document to get an emergency passport so we bought a train ticket to return home as the cycling tour had already started and we... (read more)
★☆☆☆☆
“Unprofessional and very poor customer service”
Written on: 30/07/2012 by february1
Virgin travel insurance are the most unprofessional company i have ever had the misfortune in dealing with. My relative had a heart attack abroad and they have tried every trick in the book to get out of paying for his care. They even said his full medical history had not been disclosed but when i assured them it had including drugs etc, they said they would have to retrieve the tapes. True enough... a clerical error on their part, thats just the start of it!! (read more)
Halboy10's Response to february1's Review
Written on: 07/09/2012
I agree, totally useless!
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Showing 11 - 20 of 56 Reviews
★★★★★
“fantastic service ”
Written on: 19/07/2012
having had to cancel our holiday to orlando due to a sudden health condition within a week of travel virgin insurance were very helpful and we received our mpney back with 3 weeks. I found the staff very helpful and friendly in this very difficult time. Considering it was peak season and they had a large volume of claims the service we received was second to none i would definatley use them again and recommend them to a friend. (read more)
Lydiam's Comment
Written on: 07/10/2012
I don't believe you actually and suspect you are a Virgin employee.
Reply to this comment
★☆☆☆☆
“awful service”
Written on: 19/07/2012
Liked it when I was sold it. Because I was diagnosed with a health problem about 1 week before I was due to travel my insurance was cancelled by Virgin I complained on my return and they denied this. But I have tapes of the conversation to prove it. Following my complaint they wrote and said the FSA required them to resolve it within 4 weeks. Now over 4 weeks and I'm still waiting for their response. Obviously they don't care about the FSA so good luck anyone who uses Virgin Travel... (read more)
★☆☆☆☆
“worst travel insurance. ”
Written on: 02/07/2012
I went to algarve last month and got virgin travel insurance. on the very first day of my holiday, I lost my purse, all my money and cards were in there. I was left with nothing. I called the insurance company, the lady who i spoke with, said that the company will be happy to arrange some emergency cash loan for me but for that she has to put me through to another department. little did i know she transferred my call to some third company, insurance go or something. And they denied any sort... (read more)
★☆☆☆☆
“Dreadful service”
Written on: 23/06/2012
Bought annual travel insurance in March. Diagnosed with ductile carcinoma in situ (non invasive form of breast cancer) Informed Virgin Travel of new condition. Policy cancelled and only 1 week before my holiday. Told not covered for anything ie trip and break ankle. Would have understood if told nothing associated with DCIS was covered Took several hours to find an insurer to cover me. Refund of cost pro-rata for period of unused insurance and it took several weeks yet they took my... (read more)
★☆☆☆☆
“Assault”
Written on: 21/06/2012
I was assaulted on Lanzarote in March and spent a total of 8 days in Hospital. Virgin requested that I made a statement to the Police. The Police would not take a statement from me unless we had an interpreter cost of 35 euro. Virgin said they would not pay me the 35 euro as it was not covered in the Insurance. Catch 22 no Police, no Hospital treatment,no interpreter no statement,no hospital treatment. I was recommended by the translators in the Hospital to always use either the Post Office... (read more)
★☆☆☆☆
“Very unflexible, even if trying to upgrade.”
Written on: 16/06/2012
Having booked out honeymoon with Virgin we thought we would take the insurance with them to, however i made a mistake with the day we were due back, i phoned to extend the policy (by 12 hours!!) and happy to pay a little extra for this, to be told I couldnt do this, I'd have to pay out for a whole new policy!!! Of course im not out of the 14 day cancellation period so either need to not ne insured for a day or fork out for a new policy. Unimpressed. (read more)
★☆☆☆☆
“Terrible Claims Service”
Written on: 18/05/2012
PLEASE DO NOT TAKE OUT VIRGIN TRAVEL INSURANCE. IT IS WORTHLESS! GO TO INSURE & GO DIRECTLY. I am appauled by the way I have been treated when trying to make my 1st ever claim. I lost my camera whilst quad biking in Egypt & damaged my Sunglasses. I received the policy after I went abroad and could not read the policy in detail. When I came to claiming, they didn't have in their policy wording the specific documents required to make a claim. They have stated that if an original receipt... (read more)
★☆☆☆☆
“DO NOT USE VIRGIN - TERRIBLE SERVICE”
Written on: 28/02/2012 by KEZ8911 (1 review written)
We went to cyprus and my baby ended in hospital very ill. we ended up in cyprus for 2 weeks instead of one. The insurance company did not help much. we had to make numerous phone calls - which were not free! In the end all the insurance covered was the hospital bill. As my husband had our 2 year old daughter he had to do daily one hour round trips to the hospital and back to the hotel. We attempted to claim back for the taxi trips (all receipts provided), our phone calls to insurance... (read more)
★☆☆☆☆
“Do NOT but Virgin Holiday Insurance.”
Written on: 18/02/2012 by allandrake (1 review written)
I bought Virgin Holiday insurance for my family in october 2011.We where due to go to Innsbruck in december but a few days before my wife was advised by the doctor not to go due to a ear infection so we decided not to go. My wife then said i should go with my daughter as she was looking forward to going so after a lot of talking off i went.The flight was £470.94 and the room was £456.45 so on return i submited a claim for the my wifes flight and cost of 1/3 of the room,so £183.10 for 1... (read more)
★☆☆☆☆
“Tried to claim for a watch that was lost in the sea!”
Written on: 01/02/2012 by SteveLocke (1 review written)
On holiday in Australia very quiet beach with a high swell came out for a breather noticed my watch had disappeared from my wrist. Returned to the UK and tried to make a genuine claim, but because I didn't report this to the police within 24hrs they say the claim is invalid! Why would I report a watch lost in the sea to the police! I then tried to get my policy cancelled and a small refunded but because I had tried to make a claim they said no absolutely worthless! (read more)
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Showing 21 - 30 of 56 Reviews
★☆☆☆☆
“Impossible to claim from”
Written on: 12/12/2011
I have purchased this insurance previously and thought it good value for money, which is why I renewed it this year. However, the day before my holiday I was admitted to A&E with suspected appendicitis, operated on at the same time my flight was due to take off and subsequently released 3 days later. So I called up Virgin to claim for the hotels and flights (6 claims in total). They initially requested that I complete a doctors form, I explained that I was only registered at a new doctor... (read more)
★☆☆☆☆
“Awful”
Written on: 06/12/2011
Made a claim after apartment broken into and items stolen whilst on holiday, was advised by insurance representative that they would obtain police report when I submitted claim, needless to say, they now wont pay out because I have no report!! They say it is down to me to now go to Cyprus and get copy of report. The representative should not give out wrong advise, which they have apologised for, still wont pay claim though. (read more)
★☆☆☆☆
“ScaMming rip off merchants”
Written on: 09/11/2011 by Annacabanna2004
We're to start took more than the excess off me n won't give it back. Sent me to a filthy second rate hospital because they wouldn't cover a decent one. Gave me incorrect treatment. Took longer than the. Time allowed by financial ombudsman to get back to me, took 5 months! (read more)
★☆☆☆☆
“VIRGIN TRAVEL INSURANCE!!! WORSE THAN A USED CAR...”
Written on: 11/10/2011 by darrenscreen (1 review written)
I purchased an annual multi trip cover policy on the 05/07/11 & was admitted to hospital on the 07/07/11 with pericarditis & was due to travel on the 12/07/11 to costa blanca, i was discharged from hospital the day before i was due to travel & was advised by my consultant not to travel until they were sure the symtoms had completly cleared up, contacted virgin & they told me to get a letter of no show from thomsons & medical report from my gp "costing £20" & send in with the claim form... (read more)
★☆☆☆☆
“Virgin Money is not who you are dealing with! It's...”
Written on: 16/09/2011
I took out this insurance due to Virgin's good name in customer service. Wrong move! When I broke my ankle in Cuba I was dealing with the underwriter, Mapfre in Ireland not Virgin. Mapfre could not understand basic communication resulting in me running up a phone bill of £600+ chasing them to help me. I was due to be turned out of the hotel and had to rely on my tour operator to get me a taxi and hotel near the airport, four hours away. Mapfre lied (can you believe that!) both verbally and... (read more)
★☆☆☆☆
“Chicken Pox”
Written on: 09/08/2011 by hevmc (1 review written)
We've just got back from salou where my little boy came out in chicken pox. I phoned virgin who said they would sort out our extended stay. 2 days later and 6 phone calls from me it still hadn't been sorted as they were waiting for some information from the doctor. We went and got the info in an hour and sent it to them as they seemed incapable. Took me several more phone calls before they sorted out our accomadation extension which finally came through half an hour after we were... (read more)
★☆☆☆☆
“Better of with no insuranse”
Written on: 01/08/2011
I decided to get the top cover. I lost my walet while I was in France on a camping holiday I was travelling by car. When I come back I thought it will be fine as I was insured. I sent the claim of recorded with receips ect ect. I got an email 10 days later asking how I got home pluss loads of other silly things. I was told it will take 10 days. I phoned them up on the 12 day to be told that they would let me know that day.They failed to let me know. After anothe week of phonning I was told... (read more)
★★★★★
“Excellent and fast claim pay out”
Written on: 29/07/2011
I have never needed to claim on travel insurance before. Got sick in Egypt and had to call a doctor to my room. Needed a saline drip and a few injections, then aftercare medicines and a follow up appointment. Telephoned Virgin from Egypt to report it and claim forms were at home when we got back. Within 2 weeks I've received the cheque for the full amount (less the excess). The only downfall was how much the excess was, £150! My fault, I should have checked it when I sorted it... (read more)
★☆☆☆☆
“Close Family Death 7 hours before departure.”
Written on: 27/07/2011 by JosephineMcQueen (2 reviews written)
My brother in law died 7 hourse before we were due to fy out therefore could not go. Virgin asked me to get a letter of no show from Thomas Cook which I did at a cost of £25. They then told me they would not pay out on this insurance and wanted me to go to my brother in laws GP to get a medical report even though I had sent the death certificate. I refused to approach my sister in law to find out who their GP was as she was still in shock and grieving for her husband. Might I add he... (read more)
★☆☆☆☆
“Read the small print.....”
Written on: 04/07/2011 by will_phill
I spent a little more with Virgin Travel Insurance because of the name/brand (which I generally trust). I would normally read the small print a little before I took it out and I wished I had. I had my phone stolen on the first day of my holiday (firs time I would have claimed in 10 yrs). I then read the policy in detail and realised how bad it is(and how lucky I was that more hadn't got stolen). For starters a mobile phone (iphone) is not considered a gadget (what?) and is not insured.... (read more)
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Showing 31 - 40 of 56 Reviews
★☆☆☆☆
“Virgin Money and Insureandgo are a disgrace - holiday...”
Written on: 03/07/2011 by Lapple (1 review written)
Virgin Money travel insurance - Annual Silver product For a brand such as Virgin to associate with a travel insurance agent such Insureandgo is staggering. I trusted the brand and the supposed quality of the more premier insurance product I purchased through Virgin. We booked our holiday in January 2011 for three weeks in Cuba in May/June 2011. We were both looking forward to our break. Shortly before we were to go on holiday, my mother was diagnosed with terminal cancer. Of course we... (read more)
★☆☆☆☆
“Do not touch. Our little boy suffered breathing...”
Written on: 07/05/2011
Do not touch. Our little boy suffered breathing difficulties due to a cold whilst on holiday. He has lung problems so we had chosen Virgin because we could insure against a pre existing condition. However upon claiming we were asked to jump through many hoops relating to unrelated GP visits in what seemed like a search for an excuse not to pay. Luckily our GP didn't charge us for letters... some do. They also initially refused to pay for taxi fares in lieu of an ambulance even though the... (read more)
Guest's Comment
Written on: 31/05/2011
i have just claimed last week 26th may 11 for my son who was sick while on hols in spain, virgin arranged the taxis to pick us up from hotel take us to the private clinic to see paediatrician then taxi home i thought they were excellent
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★☆☆☆☆
“I was due to go to Barcelona for the weekend but...”
Written on: 05/05/2011
I was due to go to Barcelona for the weekend but couldn't go as I was in a car accident. After 2 months I was eventually told I needed a police report which costs £70, I refused to do this as I had already given the insurance details, hospital details and doctors reports & I felt a police report was unnecessary. Another month went by and I finally recieved a letter through the post. I have finally got the cheque for the value of 96p!!! What a joke. I can't believe they actually wanted me to... (read more)
★★★★☆
“Passenger in car accident in Canada. 4 days in...”
Written on: 20/04/2011
Passenger in car accident in Canada. 4 days in hospital and missed flight home. Mapfre, Virgins USA/Canada cover sorted out flight home within 3 days from release. Luckily staying with friends in Canada as mapfre couldn't sort out taxi to airport! On return to uk invoices start to arrive. Although confusing at first, once had fax address and email of supervisor claim was sorted out. From a value for money perspective its the best £25 ever spent considering cost of everything came to... (read more)
★☆☆☆☆
“Anyone buying travel insurance, do not buy virgin. I...”
Written on: 08/02/2011
Anyone buying travel insurance, do not buy virgin. I fainted on holiday last year, and when i contacted virgin to sort my claim, they were most unhelpful, requesting numerous documents etc. I understand this is part of the process however this went on for 5 months, and has only just been resolved.
I will do b using them again
(read more)
★☆☆☆☆
“Completely frustrated by Virgin travel insurance -do...”
Written on: 04/12/2010
Completely frustrated by Virgin travel insurance -do not touch them!!!!!!!!!!!!! My boyfriend and i went to Krakow for a 4 day holiday last week and bought travel insurance a few days before we went - covered everything and did lots of reserach - delayed flights, cancelled flights due to poor weather, food, accomodation in case of delyas etc etc. so then the snow falls over gatwick and all the flight are cancelled, ring up virgin insurance to check how they would like us to proceed,... (read more)
★☆☆☆☆
“Poor customer service. Company would not pay out on...”
Written on: 02/12/2010
Poor customer service. Company would not pay out on flight cancellation or delay due to snow falling on Gatwick Aiport. They were stating that poor weather conditions were published by the met office with 2 weeks prior to opening policy and that they expect to not pay out for poor weather dealing to cancellation.
Avoid Virgin Money Insurance at all costs. Poor service, no payout and they will look for anything that would avoid a payout.
(read more)
★★★★☆
“Was stung by a sea urchin in Greece (hahaha), had to...”
Written on: 30/11/2010
Was stung by a sea urchin in Greece (hahaha), had to be taken in an ambulance and given a tetanus injection and treatment. They covered it all, i just had to pay the £75 excess. Compared to the cost I would have been charged by the actual hospital, I was very happy with this. (read more)
★☆☆☆☆
“ You might aswell throw your money up in the air such...”
Written on: 18/11/2010
You might aswell throw your money up in the air such is the complete disregard this company has for its own policy!... not worth the paper it's written on!
I ended up paying for my own surgery because they needed 4 days notice... sorry I couldn't prebook my illness... then to be told it was probably cheaper to fly me home!.. even though I have long term cover... then a complete refusal with no exlanation to pay for any other treatment, because they just decided not to!
They deserve 0...
(read more)
★☆☆☆☆
“Returned home from portugal as a result from being...”
Written on: 06/11/2010
Returned home from portugal as a result from being mugged,had everything stolen including wallet containing cards driving licence 160 euros and iphone,made a claim low and behold nothing was insured except the money to which you have to provide every little thing to prove this!after a whopping £100 excess i received the sum of £32.22,with a total loss of approx £600.DO NOT TOUCH YOU WILL PROBABLY ONLY RECEIVE A PAYOUT IF COMING HOME IN A BODYBAG!READ SMALL PRINT!(POLICY ABOUT 25 PAGES... (read more)
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Anntaylor's Response to AuroraNews's Review
Written on: 23/04/2013
well ive bought travel insurance from virgin travel on 8th march and have not received email from them, when i rang them they said they were having trouble sending emails to aol!, but they said they would post them and that was 3 weeks ago, still have not received anything and i travel in 3 weeks, so will be ringing tomorrow, do you think this is a scam it was through moneysupermarket.com, thanks