I've seen that the majority of reviews are mostly negative, but my own experience with virgin mobile was different. I've been with them on contract for 2 and a half years, and never had any issues. Last week I dropped a drinks flask on my galaxy s4, cracking the LCD screen and rendering it useless. Thankfully I had mobile insurance included my contract but after reading many of the reviews here I was concerned there may be issues sorting out a claim. No need to worry, it turns out. I called the virgin mobile helpline about making a claim, and was given a time to phone the claims helpline to make the claim. Two days later I called the helpline as when told to, explained what happened and was asked to pay the excess fee. My new handset arrived two days later. So within four days of damaging my phone, I had the replacement sorted.

Well after only having my samsung 4s mini since august I was devastated to find out it had been in my trouser pocket and a 39min washing cycle! Honest I cried! It really is like losing a limb. I read the reviews on this site and I felt sick thinking this was going to be the start of my problems. how wrong I was! I rang 27th December 13 and in ten mins my claim was approved. No hassle and very good customer service. It was 70 quid excess but had brand new phone next day. spk as you find. Excellent!

Virgin mobile phone insurance.

I got a new Nokia X6 on a contract with Virgin just over a week ago and a couple of days ago, I managed to lose it while walking the dog. I phoned Virgin mobile as I wasn't even sure I was insured as I hadn't received any paperwork. Turns out I was insured and all I had to do was call up and block the sim card and then call the insurance company (you can fill out a form online, but I like hearing peoples voices.)
I called the insurance company, five minutes later the claim was approved (while I was still on the phone to them!) I paid the £25 excess and the very next day received a replacement phone delivered by UPS!. The sim card was sent out seperately and took a further 2 days to arrive though (royal mail).
All in all a great service and Virgin mobile should be proud of themselves.