I am fed up of chasing this claim. I had my flight cancelled due to airstrikes was covered under cancellations and curtailment. They are extremely unhelpful do not pick up phone calls or reply to emails you have to constantly resend same email to eventually get a response. They reject your claim without saying why when it should be covered under the policy. Looks elsewhere they're not helpful at all. Csa are the ones who deal with the policies I am in fact sure they don't want to give money when valid claims are met so deny people their money owed but very quick to take money for your policy.

I took out Virgin travel insurance for my skiing trip with the full sports ski package. The policy did cover curtailment and related trip issues. The trip was cut after the first day's travel in a week-long break due to COVID at the time and this meant accommodation was lost the trip ended, flights had to be re booked and other related expenses. After several emails and chasing this I have to finally give up. Virgin travel do not even respond to the emails where all the claim details have been provided. The level of service to literally just blank the client is disgusting. I strongly disagree with them offering any form of service, as I've literally had none. For clarity all the other members of the same trip did get insurance claims submitted, responded to and paid out for their claims in line with the policies they had taken. Virgin travel insurance will never be entertained by me, nor will they be recommended. I firmly believe they have literally decided to side step dealing and paying for all these insurance claims as they did not have the ability to cover all the claims. I'm now considering the claims court as the only remaining solution to this, however I'm pretty confident that the legal team at Virgin will have the suitable small print ready to go to wriggle out of paying a fully justified insurance claim . A personal message to Virgin - You're behaviour as an insurance company is absolutely horrific. I've lost money as a paying customer and other insurance companies all paid out on their policies. You did not even respond. This is not the brand image you portray to your clients and as a director working in Business development I'm absolutely disgusted that you fall so short of even the most basic client service.

Avoid at all costs. I had to cancel my holiday because of the first covid lockdown. The holiday was booked before anyone was even aware of Covid. My family who used different insurance providers were refunded within a month. It has been 7 months and there is still no progress. They just send a standard email every 40 days to say how it is being processed - with nothing actually happening. And yet they managed to find the time to process my renewal. In my opinion that they are able to take money for a service they are clearly not providing.

Its very easy to take out this travel insurance with Virgin Money , however if you make a claim its a very different story... I had annual travel insurance with Virgin which I was quite happy with until I made a claim. Six months later I still have not had a decision on the claim . I am continually fobbed off with promises to come back to me within FORTY FIVE days . I have sent claim documents by recorded post almost six months ago , I have chased and chased by email , however was told four months later they could not find my documents. I have since sent scanned copies by email and again after chasing them have been told they cannot find them and again a promise they will contact me again within FORTY FIVE days. This company is appalling and the worst company I have ever come across. I have made a complaint to the financial ombudsman about the dreadful level of service. My advice is avoid them at all costs.

Had a trip cancelled at the end of March and submitted my claim. Have had to keep chasing them and they use every delaying tactic possible. I have provided every piece of paperwork and evidence requested and now, over 5 months later I am still chasing them. I am moving all of my financial services away from them in utter disgust. Avoid them at all costs!

I made a review after my mother in law was diagnosed with a brain tumour and we were unable to travel. The paperwork process was cumbersome (despite a letter from the oncologist)to prove that our claim was not bogus. We have not received all of our money back and have not had an explanation for this despite numerous requests. I am certain there are better policies to be had out there. Do not go with this company.

Had flight cancelled due to airstrike. We had to make our own way home as nearest alternative was 3 days later and had no child care cover for that long. Booked a Eurostar and arrived back about same time as flight - even though we lost a day of the holiday. Virgin refused to pay as we weren't delayed ! Just mean and weasily in my opinion and only convinces me they will look for any opportunity not to pay in any circumstance. Avoid, and pay a few more quid for something that works.

My student son bought Virgin Money Essential Plus travel insurance. His flight was cancelled by Easyjet. He had to buy a flight with another airline. Easy jet won't pay out and Virgin Money TRAVEL insurance doesn't cover cancelled flights and resulting costs!!! What is the point of travel insurance which doesn't pay out when the trip is seriously disrupted through no fault of your own?

Decided to give Virgin Money the opportunity to requote for my travel insurance as the price hike for second year was significant. They couldn't bring the price down. Declined renewal, said I would be going with other company. Virgin money operator said they'd placed a note on the system so my card would NOT be used. Today the renewed travel insurance card arrived saying payment had been taken. Rang to complain. No tecord found iof my previous conversation at all either under this year's policy number or last. I have been assured that I will get all the money back as an automatic refund as the 'new year' hasn't started- but may take up to 10 days to see the money credit. It just should not happen.

Long story short items were stolen from my secured hold luggage. I had the TOP expensive policy that covers expensive items. Virgin basically went through the list and anything they classed as a valuable item they would not pay out for. This includes tooth brush, usb stick, memory card, battery, battery charge as well as compact camera. What they say is any electrical device must be taken with you as cabin luggage at least that is their interpretation of their small print. As you will be aware there are cabin luggage restrictions so I was only able to take my SLR camera and laptop on the plane. What is the point of passing for the premium insurance then? The telephone service is a joke. Their response times are a joke. They did not pass my complaint to their customer complaints department. I will be cancelling ALL my products from this pathetic company.

Contacted Virgin Money Travel Insurance today to try to make a claim after my partner's wallet was stolen abroad. Have had annual policy with them for years and this is the first time we've ever had to make a claim. I mistakenly thought they'd be a decent company because of the 'Virgin' branding. How wrong can you be? Was left hanging on the 'phone for a very long time, then staff didn't listen to any of the questions I had, seemed completely disinterested and unable to give what should really be straightforward advice for an insurance company / claims agent. I won't be renewing my policy with them again after today's performance, regardless of the eventual outcome of the claim. Definitely one to avoid :-(

My mother was diagnosed with a terminal illness which meant that I needed to cut short my holiday. The claims team have made it very difficult for me to make my claim even though I went to great lengths to keep costs down when returning to UK. Note that they will not pay even for a medical certificate. AVOID THIS INSURANCE AT ALL COSTS.

Our homeward flight was cancelled after check in and offered us no viable alternatives. We had to buy new flights from a different airline, from a different airport, the night before flying, so being expensive. Our travel insurance showing that it covers scheduled airline failure, doesn't cover airline failure it seems. Our reasonable claim was stopped.

Due to an unexpected health problem & on doctors advice - we regrettably had to submit a holiday cancellation insurance claim to Virgin money. We sent them a medical certificate from our GP,bank statements showing deposits paid, & holiday booking & cancellation invoices. We received the refund we expected promptly & with no queries. Hats off to Virgin Money for trusting our totally genuine claim & not causing us any stress by trying to delay settlement. We would recommend them wholeheartedly !

I took out travel insurance for myself and family on holiday and on my last day had £150 stolen by a pickpocket in a supermarket, gutted as I was shopping for our evening meal, being self catering and I'm a single mother of two children. I spent 3 and half hours in a police station to gain a written document, I used signed for delivery 1st class to send my documents off. It's been over seven weeks with no response, I've phoned virgin and they apparently sent an email. I'm a nurse and check my emails daily for work purposes, I had not received no response. Apparently my claim was too small and did not meet excess? Does not state this properly within terms and conditions, I've I had fraudulently claimed for over £200 I would have got this back?? I won't be using insure and go and nor will I be using virgin money. I will also be cancelling my virgin media package as I won't no ties with this company

Virgin travel insurance. ( Travel Claim services ) We had to cancel our 2 week all inclusive holiday after our son badly broke his arm needing surgery exactly 2 weeks before we were due to fly. We rang Virgin to tell them the consultant had signed him as unfit to fly and the operator on the phone was extremely helpful. They emailed us the documents we needed instantly and told us over the phone exactly what we needed to do. We had to get our own Dr to fill out a medical questionnaire and then send in proof of the holiday payment via bank statements - proof of holiday and booked seats confirmation. There was a tick sheet so you could tick off everything they required as you put it in the envelope for posting. 8 weeks later we have received a full refund minus £100 per person ( excess ) and APD tax ( which you have to claim from the holiday company ) Everything was straight forward took a little longer than expected but we knew the payment was coming so not really a problem for us. Thank you for an excellent, professional service. We have used Virgin travel insurance for a number of years without ever needing to claim and the one time we have needed too in these circumstances they delivered excellent customer service.

What a horrible company. We were broken into on holiday, followed the correct procedure, contacted the police immediately, gave a statement, got a crime report, contacted Virgin while there. Then got on with our holiday. Had all sorts stolen, engagement ring and Pandora bracelet being the most sentimental. Once back home they were impossible to deal with. We provided receipts as proof of purchase, but this isn't enough, they want bank statements from 6 years ago for the ring, a bit difficult if youve since changed banks. The Pandora charms which were all purchased at separate times over a number of years, most of them gifts off other people, you need bank statements off each person who purchased a charm for you. We had money stolen also, they want bank statements showing cash withdrawals while on holiday, which show how we got through the rest of our holiday, we told them we borrowed off my in laws who were there with us, again this isn't good enough for them. We might as well have gone uninsured, God knows what they would have been like if there was a medical emergency. A disgusting company who take your money, then give you the "did you read the terms and conditions" line. Customer service is also terrible, promise to call you back and don't, the claim from start to finish took ages, in the end I gave up. Avoid at all costs.