Virgin Mobile Phone Insurance Reviews

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Latest Reviews

★☆☆☆☆

“rubbish”

Written on: 16/11/2016 by CaliSchofield (1 review written)

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

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★☆☆☆☆

“Faulty replacements”

Written on: 19/10/2016 by generalhammond (1 review written)

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

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★☆☆☆☆

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

Written on: 28/09/2016 by reddogtree (1 review written)

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… Read Full Review

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★☆☆☆☆

“Useless waste of time and money”

Written on: 26/09/2016 by Kyler79 (1 review written)

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… Read Full Review

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★☆☆☆☆

“sent faulty replacement ”

Written on: 26/06/2016 by Sethr1986 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Will do anything not to pay out! ”

Written on: 19/01/2016 by Houstonc1980 (1 review written)

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… Read Full Review

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★☆☆☆☆

“We are human ”

Written on: 24/10/2015 by Leee364 (1 review written)

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… Read Full Review

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★☆☆☆☆

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

Written 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… Read Full Review

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★☆☆☆☆

“Free Insurance?”

Written on: 08/03/2015 by Pierre7 (1 review written)

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?… Read Full Review

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★☆☆☆☆

“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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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 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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Asstounded101's Comment

Written on: 26/09/2016

This is the exact same thing they are doing to me. Most bizarrely they have now demanded a copy of my passport to prove who I am. I am the person whose money they have been taking, by direct debit for 3 years. I was almost going to comply but the more I think about it the more astounded I am.

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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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