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 out. Excellent service and if the excess was lower I would use it again. I also have a Virgin Credit card and that is brilliant!

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 policy states on numerous occasions this is covered and we were told over the phone on 3 occasions this was covered. It was only when I quoted the various points in the policy that stated the cover, did they agree to pay stating "On this occasion we will agree to pay for taxis in lieu of an ambulance", as if they were making an exception. I wonder how may times people don't put their foot down and they get to save money!!!! Even though they did pay up I will still be reporting them to the ombudsman because I would guess this is a regular approach to try not to pay what they should.

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 pay £70 for a police report, knowing that I wouldn't be getting that much back. I would never go with them again and strongly advise that nobody else does.

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 over £300000. Just be prepared to chase up.

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

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, expecting them to say don't worry, keep your receipts etc and you can claim. NO. I boguht my policy on 25th Nov, but then on the 1st dec they announce any policies bought after the 24th nov are invalid for cancelled flights due to weather. UNBELIEVABLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! why did they let us buy the policy when they wouldn't cover it!!!!!!!!!!!!!!!! so we were stuck in poland, had to rely on the airlines to get us home and buy new flights, pay for new hotel, food etc. I'm very much hoping they will reimburse for the original payment....because they are money taking monsters with no morals. How can they behave like this?????? people buy insurance in case they get stuck....we would have gone with another insurance company instead. BAD SERVICE don't use them.

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.

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.

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 stars, but it isn't an option...
Still fighting their decisions, is easier to plait fog than get a straight answer out of them...

Keep your money.... I paid £360 for a gold policy... waste of time.

Could not recomment them LESS.

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 LONG!)

I took out a insurance with virgin to cover a trip to Disneyland Paris for my self my wife and 2 of our grandchildren .8 days before we were due to go I suffered a stroke so we had to cancel our trip.I put a claim in to cover of the holiday which was GBP734.68 I finally got my cheque after 3 months but only GBP463.09 there reason been every person on the policy has to pay GBP60 excess which is GBP240 also you cannot claim your holiday tax back what a total rip off.I will be ringing them shortly to tell what i think off them Beware keep clear of this company

Watch out folks, their insurance does not include mobile phones, all you get from the drones on the phones is 'all our exclusions are equally important' when asked why they do not point this out and 'everyone signs to say they agree our terms and conditions'. I thought all this kind of rip off was legislated against. Wish it had been pointed out before I bought. Wish I was rich enough to take them to court for unreasonable exclusions. BAD DEAL. BE WARNED.

I made a telephone enquiry to ask about claiming for pre-paid hotel accommodation, my flight was cancelled due to volcanic ash cloud.
Was told you can`t claim as it`s a natural diasaster and not weather related. Even though other insurance companies are treating it as an allowable claim. I will pursue it and go to the ombudsman if required.
Don`t touch this insurance with a barge pole.

Had to claim as had to cancel due to close family member illness. No problem and great experience. Would definitely recommend to others. Purchase process was really easy and the people i talked to were lovely - wish it was always so easy!

Virgin have refused (in the first instance) to pay out on our claim. Our train to Gatwick was delayed due to an on-track suicide. We had to arrange alternate flight and hotel for the night which should have been covered but they maintain the incident counts as neither a recognised delay to the train (e.g. not the rail companies fault) or an accident to the vehicle we were travelling in.

Legally it looks like a very dubious decision based on the policy wording so we're challenging it. Having paid an extra £10 each on top of standard level cover to protect us against missing our departure this stinks!