Virgin Mobile Phone Insurance Reviews

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★★☆☆☆
1.6 / 5
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Latest Reviews

★☆☆☆☆

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

Written on: 13/12/2014 by CGMaintenance (1 review written)

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… Read Full Review

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★☆☆☆☆

“Insurance worthless”

Written on: 11/12/2014 by 437McManus (1 review written)

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!!!… Read Full Review

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★☆☆☆☆

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

Written on: 24/11/2014 by Ahwellcontractnearlydonemiteaswellwarnyoulot (1 review written)

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… Read Full Review

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★☆☆☆☆

“avoid like the plauge”

Written on: 16/11/2014 by xyWalsh148 (1 review written)

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… Read Full Review

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★☆☆☆☆

“terrible service”

Written on: 14/11/2014 by Ewing352 (1 review written)

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!!!!… Read Full Review

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★★★★☆

“VERY EASY CLAIM”

Written on: 14/11/2014 by stevewat (1 review written)

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… Read Full Review

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★☆☆☆☆

“Wish i had read the reviews before claiming”

Written on: 31/10/2014 by IssacEnglish496 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Dont believe your contract”

Written on: 09/10/2014 by Harringtonby477 (1 review written)

When I called to make a claim on my damaged SIII mini, I was told that their information stated my contract was for a different phone. When this issue was resolved days later I was the told that the excess fee for the claim would be £75, this is double the price stated in my contract. As I had received no information regarding any change to my insurance I said I did not expect to pay more than was stated on my contract. I have spent several days of being passed between Virgin and Asurion, both… Read Full Review

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★☆☆☆☆

“Never ever take Virigin mobile phone nor insurance”

Written on: 20/08/2014 by Raven289 (1 review written)

I have bought pay monthly phone back in December 2013,I been on holidays and while coming back I lost my phone. I am writing this review related to to things. 1. COMPLAIN HANDLING. when I try to make a claim they asked me to pay £150.0, which during purchase of phone it was been told that there will not be any access fee. So I said to person on phone while making claim that I can't pay this amount as on this amount i can get a new phone set from market. I asked how to complain and they given… Read Full Review

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★☆☆☆☆

“Virgin Mobile / Ausrion nightmare!!”

Written on: 05/08/2014 by Gary.Michael.McEwan (1 review written)

I dropped my Nokia Lumia 1320 down the toilet, and it disappeared into the unknown. I telephone Asurion to make a claim as my excess was apparently on £70. Asurion proceeded to tell me that my excess was now £150. I asked them when this had changed and they said it was updated by Virgin Mobile in June. I stated that my contract started in May 2014 and the Lumia 1320 is only an Excess Band 'B' handset. I have been going back and forth between VM and Asurion to get some clarification on… Read Full Review

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★☆☆☆☆

“£70 excess to get a refurbished phone - what a joke ”

Written on: 21/07/2014

After cracking my s3 screen on the Thursday I went through the online process only to be told at the end that I had to make a call to speak to them. I phoned, but as it was a bank holiday they were shut till the Tuesday. I phoned on the Tuesday & after waiting for 20 minutes in a queue I was told I would get a new phone as fixing them is not economical. I thought that £70 was ok to pay if I was getting a new (albeit outdated) phone. Once I'd done the paperwork, emailed them back & phoned… Read Full Review

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★★★★☆

“Happy with service.”

Written on: 16/07/2014 by veroly (1 review written)

Very impressed overall, had to wait couple of days for appointment but could have put claim in online to save that. Dealt with within 10 minutes, no pressured questions or assumption that I was trying to make a false claim. The guy was polite and informative. I had to pay an excess fee but considering I've had the insurance free for 18 months I suppose it balances out. Good service and lucky I had the cover after my 'waterproof Sony' went for a swim and died!… Read Full Review

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★☆☆☆☆

“Don't put up with this nonsense”

Written on: 15/07/2014 by paulday (2 reviews written)

A couple of years ago Virgin Mobile put up their monthly tariffs by about £4 across the board, quite steep if you were a light user, but a least they included "free" insurance in the package, but no option to opt out and save the premium. Well a couple of months ago I had cause to make a claim and they had increased the excess from £25 to £75, which makes it not worth claiming. I raised a formal complaint with the insurers who took ver 4 weeks to say 'tough we make the rules' I then took the… Read Full Review

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★☆☆☆☆

“Insurance- Joke”

Written on: 08/06/2014 by Porter193 (1 review written)

Hi,I am having the same expetience with Virgin.As my access was 35 pounds when I took out the contract and now Virgin is asking for 70 pounds to meet the insurance request as they have increased the access without consulting.The isurance company didnot have records of my insurance and going through the customer services it was updated 20 months after the contract.I am reluctant to pay additional acccess but no one to listen to my compaints… Read Full Review

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★☆☆☆☆

“Insurance a joke!”

Written on: 31/05/2014 by xpBroussard37 (1 review written)

I had my phone stolen. I rang Virgin, they told me I had to pay excess of £70. That is the cost of a brand new Blackberry! I asked Virgin: How exactly does the insurance help me. They said: It helps if it's lost or stolen. How does this help? I'm paying £70 for a brand new Blackberry. The insurance is absolutely useless!… Read Full Review

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★☆☆☆☆

“shambles without fail”

Written on: 31/05/2014 by 302Ogle (1 review written)

Called new asurion to file a claim on a s4 cracked screen the service I got was one word A we full they wanted to know the ins & out off a cats ass I work for virgin mobile and even my manager at to email them as they wanted photographic I'd which was sent but they wouldn't accept it. Once my claim was finally sorted I was told we don't have any s4 in stock but will give the next phone up s5 which I was happy about. Called them up to get tracking number was to be told no your not having a s5… Read Full Review

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★★★★☆

“Good result in the end”

Written on: 24/05/2014 by 389McKenna (1 review written)

Galaxy S3 went and jumped out of my pocket and decided to smash its screen, phone was booting but screen blank and unusable. Gutted. Rang about and cheapest quote was £140 for new screen to be fitted, £84 for 'genuine' screen on ebay, but not happy to fit myself so rang Virgin and explained. Had to print off fill out scan and email back the claim form but no big deal there. Few hours later had email asking me to ring back, claim approved, took delivery details and £70 excess fee (cheaper… Read Full Review

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★☆☆☆☆

“only get refurbished faulty phone”

Written on: 17/05/2014 by Holman47 (1 review written)

reported phone broke on 22 April finally got a replacement phone on 13 May after paying £150 excess only to discover I had been sent a faulty re-conditioned phone, rang insurance and asked for a new handset only to be told it is very rare to issue new handsets asked for £150 refund so I could go into town and buy a new phone, was told they did not do refunds this is not an insurance product simply a licence to sell re-conditioned phones, would have never paid £150 if I had known I would get… Read Full Review

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★☆☆☆☆

“DONT USE VIRGIN MOBILE INSURANCE OR ASURION”

Written on: 14/05/2014 by nik_pattni (1 review written)

ASURION treat you like a criminal before you even finish the claim. Avoid Virgin mobile and Asurion. The take weeks to sort out a simple claim of a damaged phone. rNeither Virgin Mobile ot Asurion take your claim seriously and on top of everything they ask they charge you over £70 Excess At times like this you wish you paid for a better service instead of the free service with Virgin. … Read Full Review

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★☆☆☆☆

“Free isurance”

Written on: 30/04/2014 by suKirkpatrick24 (1 review written)

What a shambles this organisation is. Its now over two weeks since I lost my phone, am fully insured with Virgin and am still waiting on a replacement handset. Their customer services can tell you nothing nor do they take complaints seriously. Been a Virgin customer for years but it means nothing. Turns out they have had IT issues when they are supposed to send your details to the insurance company which they know about but since logging the claim I have been told that the form has been… Read Full Review

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