Virgin Money Credit Cards

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FAQs for existing credit card holders.Tell me more

FAQs

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Rewards

Insurances

A.
Applying for a Virgin Credit Card is easy. All you have to do is choose the one you'd like, and then click on 'Apply Now'. It should take less than 10 minutes to complete if you have all your info on hand, and we'll get back to you with a response 60 seconds after you submit your application.

You can also give us a call on 13 37 39 and we'll take your application for you over the phone and once approved we'll have your Card out to you within 10 working days.

We'll need to know your age, Australian residency status, your driver’s licence if you have one and your current financial details including employment and monthly expense and income details.
A.
Yes, you can help us process your application as soon as possible by making sure you give us a contact number so that we can easily reach you. You can also let your payroll department (or accountant if you're self-employed) know in advance to make sure they’re good to confirm your income details when we call them.
A.
Yes, you can easily check the status of your application online 24/7 using your 13 digit reference number, which we’ll email to you soon after you’ve submitted your application or give us a call on 13 37 39 and follow the prompts. Just click here.

General information

A.
You can manage your card account:
  • Telephone Self Service
    Just give us a call on 13 37 39 and follow the prompts. You'll need your Virgin Credit Card and your Telephone PIN (TPIN) with you. If you can't remember your TPIN, just give us a call and we'll reset this for you.
  • Online
    Just log in to your online account, just click here to login, where you can:
    • Check your Account information
    • View your details, activity and statement
    • Pay your bills via BPAY up to your Credit Card limit
    • Update your contact details
    • And lots more...
  • Our Customer Care team
    They’re available 24/7 at 13 37 39 or at +61 2 8288 2222 if you’re outside Australia.
A.
You can withdraw cash from an ATM/EFTPOS machine using your Virgin Credit Card and your ATM PIN.
You can withdraw up to your available cash limit however there is a maximum of $1000 cash per day, at any ATM that displays the VISA symbol. You can withdraw cash at any Bank@Post Australia Post outlet with your Virgin Credit Card and your ATM PIN. You can withdraw up to your available cash limit however there is a maximum of $1000 cash per day. You can also make over the counter withdrawals at any bank in the world that displays the VISA symbol. You'll also need some photo ID.

It's important to remember that the Standard cash advance fees and charges may apply when withdrawing cash from your Virgin Credit Card Account. Please click here for the fees and charges that apply to your card.
A.
If your Credit Card is lost or stolen please call us immediately on 13 37 39 and follow the prompts, we're available 24/7 (or from overseas on +6 12 8288 2222). A member of our Customer Care Team will immediately block your old card and re-issue you with a new card. Allow up to 5 working days for the new card to arrive in the post. In addition to blocking your card, we'll go through and check all the recent activity on your account. This lets us fully investigate any unrecognised transactions made with your credit card. Further information about liability for card transactions is contained in your account Terms and Conditions.
A.
You can change your PIN via the following steps:
  1. Sign in to Virgin Money Online and select 'My Profile' from the 'Services' menu option (located on the top menu bar)
  2. Click on 'My Profile' in the left hand navigation and select the 'Change ATM PIN' option
  3. Enter your One-Time PIN (OTP) (if required)
  4. On the Change ATM PIN page, enter your new ATM PIN in the field provided, then re-enter it again to confirm
  5. Click 'Change PIN' to validate.
If you have additional cardholders they’ll need to set up their own Virgin Money Online account. To do this we will need to have their mobile number on file, so give our Customer Care Team a call on 13 37 39. Once we have their mobile number listed, they can then go ahead and set up their online account using their card details and then change their ATM PIN.

Balance Transfers

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When you apply for a new Virgin Credit Card, you can apply for a Balance Transfer. Any credit account balances with other financial institutions/stores, such as:
  • Visa and MasterCard (all banks)
  • Most store cards (e.g. David Jones and Myer)
  • Personal Loans
  • Lines of credit.
It's important to know that the credit account you want to transfer must be in the name of the Virgin Credit Card primary account holder. If you didn't request a Balance Transfer when you applied for your card, you can still apply by giving us a call on 13 37 39. Any special offer rates are available for 30 days after your card is approved. If you’d like to request a balance transfer after that time please give us a call on 13 37 39 to see what rates we can offer you.
To learn more about balance transfers, click here.
A.
The minimum amount you can transfer over to your Virgin Credit Card is $500 and your total Balance Transfer may not exceed 80% of your maximum available Credit Limit the day the Balance Transfer is completed.
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Sorry, Balance Transfers don't earn Points.
 

Credit Limits

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Your Credit Limit is determined when we apply our credit assessment criteria to your individual financial situation. If your situation changes, it's important to give us a call on 13 37 39 and let us know so we can update your details.
A.
Yes there are:
  • The Virgin No Annual Fee Credit Card has a minimum Credit Limit available of $2,000 and maximum of $10,000.
  • All our other credit cards have a minimum Credit Limit of $6,000 and a maximum of $100,000 (the maximum you can request at application is $30,000).
A.
After having your Virgin Credit Card for 9 months, you'll be able to request an increase in your Credit Limit.

An increase in your Credit Limit will be approved subject to Virgin Money's lending criteria and will depend on the assessment of your current financial situation and verification of particular details. Please allow 7 to 10 working days for us to assess your credit limit application.
To decrease your Credit Limit is easy, just give us a call and follow the prompts or write to us. It's important to remember that the Credit Limit can't be lower than the product minimum or lower than your current balance.
To read more about changing your credit limit, please click here.
 

Additional Card Holders

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You can have up to four Additional Cardholders linked to your Virgin Credit Card. It’s a great way of making sure your family members are covered if and when they ever need it. All Additional Cardholders will have their very own Virgin Credit Card and any transactions made using these cards will be separately itemised on your Card Statement, making it easy to manage your finances. It's important to note that all Additional Cardholders must be over 16 years of age. It's easy to get an Additional Card - here's how:
  • Log into Virgin Money Online and head to the 'Services' section, choose 'Card Services' then select the 'Apply for a new card'.
  • Or just give us a call on 13 37 39 and follow the prompts, we're here to help.
If all goes well and we can identify the additional card holder, the additional card will arrive within 10 business days.
To view additional cardholder fees, please click here.
The annual fee of any Additional Card will be charged to your main Account when the additional card is issued, pro rata up to your next anniversary date when your Account was approved and then payable with the annual fee. To make it easier to understand, let's say the annual fee for your additional card is $40, the primary Account was issued in January and the additional Account was issued in July. The pro rata annual fee will be $20 as there is 6 months left until the primary Account is up for renewal again in Jan. From Jan onwards, the annual fee for the additional card will be $40 and will be charged along with your primary Account annual fee.
We'll send any additional cards to the primary account holder’s postal address for the attention of the Additional Cardholder.
 

Visa payWave

A.
Visa payWave is a globally accepted contactless payment technology. For purchases of up to $100, customers with a Visa payWave card don't have to enter a PIN or sign a receipt to authorize a transaction. Cardholders simply hold their card against a contactless reader to wave and go, making payments easy and convenient.
A.
Just hold your card featuring the Visa payWave logo against the Visa payWave reader at  participating retailers, wait for the approval, and you’re good to go.  Visa payWave is accepted at Australia's leading retailers and selected supermarkets including McDonald's, 7-11, JB Hi-Fi, Bunnings and Caltex. Shopping for everyday items has never been easier.
A.
Your new card is embedded with the latest EMV microchip technology for improved data and transaction security against fraud. Also, it’s not possible for your card to be accidentally charged – an authentic transaction needs to be initiated in a retail store. With one of the safest payment options around, now you’re better protected! Visa’s Zero Liability policy5 covers you for unauthorised transactions, giving you extra peace of mind.
A.
You can tell that your Virgin Money Credit Card has payWave if "Visa payWave" and the symbol appear in the bottom right hand corner of your card. New Virgin Australia Velocity Flyer and Virgin Australia Velocity High Flyer cards issued post 2 October 2012 and new Virgin Money Low Rate and Virgin Money No Annual Fee Cards issued post 1 July 2013 have Visa payWave technology.
A.
We are currently progressively introducing Visa payWave to our full range of credit cards. We will issue you with a new Visa payWave credit card when your current card is due to expire or as a replacement if your current card is reported as lost, stolen or damaged. If you’d like a new card with Visa payWave functionality prior to your current cards expiry date, Just give our Customer Care Team a call on 13 37 39 and ask one of our team to re issue your current card, please note your card number and expiry date will remain the same.  There are more handy FAQ's here if you’d like to know more about Visa payWave.
 
 

Upgrading or Downgrading your card

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Once you've had your current Virgin Money credit card for 6 months, you can apply for a Card upgrade by calling us on 13 37 39. If you'd like to upgrade to a Virgin High Flyer Card, we’ll need to make sure that we can offer you the minimum credit limit of $15,000 or if you'd like to upgrade from a Virgin No Annual Fee Card to a Virgin Flyer or Low Rate Card, we’ll need to make sure that we can offer you the minimum credit limit of $6,000, if yours is currently below these minimum credit limits. Just give our Customer Care Team a call on 13 37 39 and they’ll be able to help you out.

Any additional card holders will also receive a new card, account number and ATM PIN. The annual fee applicable to your card is pro-rated for the primary card and any additional cards. You'll see on your next statement the charge of the pro-rated annual fee for your new card and for any additional card.

Your new card will be sent to you 7 to 14 days after your upgrade has been approved. During this time, you can continue to use your old card for purchases. The annual fee applicable to your card is pro-rated for the primary card and any additional cards.

A.
Yes, the transaction history will be displayed under the new card account number.
Any Future Dated Payments requested via Virgin Money Online will need to be re entered under your new card details. If you're using Direct Debit Auto-Pay this will also automatically transfer to your new account.
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Yes, as you have a new account number you'll need to advise any merchants of your new card number as any previous payments made from your old card number will no longer work once your new card has been activated
 

Payments

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Your Minimum Payment Due is (rounded up to the nearest dollar):    

(i) the Card Balance if it is less than $30; or
(ii) the greater of:
    - $30; or
    - 2.00% of the Card Balance; or
    - the sum of 1.00% of the Card Balance, Late Payment Fee (if any) and interest charged for that month,

plus any Monthly Installment for that month.

A.

Direct Debit Auto Pay

Take the hassle out of making your repayments by setting up a Direct Debit. With Direct Debit Auto Pay your repayments will be automatically deducted each month from the bank account of your choice so you'll never have to worry about them.

To set this up click on the link to download the 'Direct Debit Auto Pay application form' and fax it back to us on 1300 634 315 or pop it in the post to:

Virgin Money
Reply Paid PO Box 40
Sydney NSW 2001

It's important to know that if you make any manual payments between due dates, then the Direct Debit will only draw the difference between the amount of the manual payments and the Direct Debit amount.

Via BPAY®

If you're registered for internet and/or phone banking with the financial institution that holds the account you want to pay from, you can use BPAY® to make your repayments. Just follow the prompts and enter our Biller Code 49551 followed by your 16-digit Virgin Money Card number as your Customer Reference number.

By posting us a Cheque

You can post us your payment by enclosing your completed Payment Slip provided with your monthly statement and mail with your cheque (no notes or coins please) to the following address:

Virgin Money,
GPO Box 20022
MELBOURNE
VIC 3001

Please make your cheques payable to your Virgin Money Account number and specify your account type eg. Virgin Flyer Credit Card - Account number. So we can process it as quickly as possible for you it would be good if you write the actual Account number on the back of your cheque. Cheques payable to the Account holder may also be accepted (e.g. dividend cheque, Medicare refund, etc) but cheques payable to a third party will not be accepted. Again, a friendly reminder to please write your account number on the back of all cheques.

At Australia Post

You can make your payments at any Australia Post office displaying the Bank@Post™ symbol using cash or EFTPOS and they'll be processed immediately. It's important to remember to take your Credit Card with you and you must complete a Deposit Slip at the Australia Post outlet for a faster transaction. When paying by cheque at any Australia Post office, please allow 7 business days for the cheque to clear. However, funds will be considered received the day the cheque is deposited.

A.
You'll enjoy up to 44 days interest-free on all purchases, providing you repay the full balance on your Card each month. Interest-free periods don't apply to Cash Withdrawals, Balance Transfers or Bank Cheques. These transactions will incur interest from the date the transaction's made (regardless of whether the Account is repaid in full each month). You'll be charged interest on retail purchases if the statement's full closing balance is not repaid by the due date.
A.
Log into Virgin Money Online, select 'Payments & Transfers' then 'Make a Payment / Transfer' or give us a call on 13 37 39 and follow the prompts.

If you make a BPAY® on your Virgin Credit Card by 4pm AEST (Australian Eastern Standard Time) it should be received by the payee the next working day.

It’s important to know that not all billers accept bill payments via credit card via BPAY. As a general rule if a biller charges a surcharge for credit card payments, then BPAY is not allowed. You can check if your biller accepts credit card payments via BPAY at bpay.com.au. Find your biller then check what payment methods they accept.
 

Statements

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Yes, you can request to received eStatements by logging into your online account, clicking on 'Services', then 'My Profile' and selecting eStatements. We'll email you your monthly statement in the form of an encrypted PDF attachment, you will be required to enter a password to view your statement. A copy of the statement will also be stored within your online account for up to 2 years. Your statement will include all the information you need to know for the last month of activity, such as your account balance and the minimum amount due.

For more FAQ's on eStatements, click here.

A.
To print copies of your Card statement, log into Virgin Money Online and select 'Download recent statements' from the 'Quick Tasks' menu, on the right hand side of the home screen. You'll be able to download your last 24 monthly statements in a printable PDF format. You can also give us a call on 13 37 39 to have a copy of your statement posted out to you within 5 to 7 working days. A fee of $7.00 per credit statement requested will apply.

For more FAQ's on eStatements, click here.

Your Virgin Money Online account

A.
Setting up your Virgin Money Online account is easy, once you've received your card, have your mobile phone handy and go to my.virginmoney.com.au and click on the 'First time here REGISTER' button.

Then click on the Credit Card Icon and follow the steps, complete the required information then enter a One Time PIN which we'll send to the mobile number you advised us during your application. You'll be up and running in minutes.
A.
As an enhanced security measure, Virgin Money Online OTP (One Time Password) is available to Virgin Money customers and is a randomly generated 6 digit PIN which is a stronger method of authenticating your online transactions. Each time you want to view detailed account information, make a change to your details or perform a transaction through Virgin Money Online you’ll be required to enter an OTP. The OTP is received via SMS on your mobile phone.

When you need to view detailed account information, make a change to your details or perform a transaction you will be required to enter an OTP as a second level of authentication to confirm that the request is authorised by you. This OTP will be delivered to you via SMS.

You only need to enter one OTP per online session. Once you have entered your OTP you can perform as many enquiries or transactions as you like within that session.

If you’d like to know more about OTP, there are more FAQ’s contained in this document – click here.
A.
Online enquiries and transactions that require an OTP are those that could potentially compromise your security or privacy as customers of Virgin Money. These transactions include:
  • Account details and activity
  • Download account activity
  • View statements
  • Transfer and payments
  • Manage payees
  • My offers
  • Rewards
  • Update Contact Details screen /address screen
  • Change user id
  • Change password
  • Statement delivery preference
If you’d like to know more about OTP, there are more FAQ’s contained in this document – click here.
A.
You're Protected
Yes. We’ll always do everything we can to keep your online transactions safe and secure. We’ve invested in 128 bit SSL technology and we’ve a range of security initiatives in place that are part of our ongoing commitment to making your online activity as safe as it can be. When using Virgin Money Online any communications you send to or receive from our secure system is specially encrypted to make sure all of the data stays completely confidential. As soon as you sign in to Virgin Money Online the page will tell you the last date and time you signed in. If you notice any unusual activity, give us a call immediately 13 37 39.

Added protection
We use a dynamic on-screen keyboard (it’s on the Login page), which protects your password when you enter it. You use your mouse to enter your password using the on-screen keyboard instead of typing the keys in the traditional way, which can be targeted using key logging software. We also use a digital certificate so you can check the identity and authenticity of our websites. You’ll find it by clicking the Padlock Icon in the Status Bar at the bottom of the page.

And we’re looking out for you 24/7
Virgin Money Online is monitored by our dedicated team of security personnel around the clock. They consistently look for ways to make our site safer and maintain all of our internet services so they’re always available when you want to use them. If you suspect your Account has been compromised in any way, call us immediately on 13 37 39, or 61 2 8288 2222 if you’re outside Australia. You’ll find more about online security at the websites of:

Australian High Tech Crime Centre
Australian Competition and Consumer Commission – Scamwatch Australian Securities & Investment Commission.
 

Velocity Frequent Flyer program applies to our Flyer & High Flyer Cards only



Exclusive Reduced flights offer8

A.
For the full Terms and Conditions relating to the Virgin Australia Exclusive Reduced flights offer click here.
A.
To book your Exclusive Reduced flights, give our friends at Virgin Australia a call on 13 67 89 and have your Virgin Australia Velocity Flyer or High Flyer Credit Card and Velocity Frequent Flyer membership Number handy and quote promotion code TWO41.

It's important to know that the Exclusive Reduced flights offer cannot be used for bookings made via the internet and flight availability is strictly limited and we can't guarantee you'll get your preferred travel date or time.
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Flight changes and cancellations are subject to the standard Fare Rules that apply to the selected fares that have been booked, as located at virginaustralia.com.au. If you need further assistance, give Virgin Australia a call on 13 67 89.
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Sorry, any unused Exclusive Reduced flight segments remaining at the end of the year will not be rolled over to the next year and will be forfeited.
A.
Yes, you'll be eligible to earn Velocity Points twice when purchasing your 'Exclusive Reduced flights offer'. You'll earn Points by making your purchase with your Virgin Australia Velocity Flyer or High Flyer Card at the rate stated with your card. You'll also earn Points from Virgin Australia for the value of the fare paid for your ticket.
 

Velocity Points3

A.
At the end of your statement cycle, the number of Points earned from retail purchases are calculated using the conversion rate that is applicable to your Virgin Credit Card. The Points earned will be automatically transferred into your Velocity Frequent Flyer Account within 3 business days after the close of the statement cycle. It's important to note that Points can only be transferred to your Velocity Frequent Flyer Account at the end of your statement cycle.
A.
Your Velocity Points will be transferred to your Velocity Frequent Flyer Account after each statement cycle. Once your Points are in your Velocity Frequent Flyer Account they will not expire as long as you’re an active Velocity Member, that is, a Member who earns or redeems Velocity Points within a three-year period. For full details, see the Velocity Frequent Flyer terms and conditions at virginaustralia.com/velocity.
A.
Yes. In order for Virgin Money to transfer Velocity Points to your Velocity Frequent Flyer Account, you must provide us with your Velocity membership number either on your application form when applying for your Virgin Credit Card or by calling us on 13 37 39. If you're not currently a Velocity Member you can arrange this when you apply for your card or head to virginaustralia.com/velocity where you can join for free online. If you choose not to join Velocity Frequent Flyer, you will be ineligible for any offers or benefits relating to Virgin Australia or the Velocity Frequent Flyer Program.
A.
You can redeem your Velocity Points for many things, here's just a couple:
  • Domestic and international flights with Virgin Australia, Virgin Samoa, Etihad Airways, Virgin Atlantic, Virgin America, Delta and more.
  • A range of great hotels, car rentals and products including gift cards and vouchers.
Head to virginaustralia.com/velocity to see the full range of what's on offer or give the Velocity Team a call on 13 18 75.
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To redeem your Velocity Points log in to your Velocity Frequent Flyer Account at virginaustralia.com/velocity and follow the instructions. If you need some assistance give the Velocity Frequent Flyer team a call on 13 18 75.
A.
Virgin Credit Cards do not automatically allow lounge access, however you can redeem your Points earned at virginaustralia.com/velocity for yearly lounge entry or a single-entry lounge pass.
A.
Sorry, Velocity Points can't be used to pay your Credit Card annual fee at this time.
A.
For the Virgin High Flyer Credit Card you’ll earn 1.25 Points for each $1 spent, uncapped.
For the Virgin Flyer Credit Card you'll earn 1 Point for each $1 spent up to $1,500 per month, you'll then earn 1 Point for each $2 spent. No cap.
A.
If you choose to join the Velocity Frequent Flyer program with your credit card application, you'll need to provide us with a current e-mail address which is a condition of joining the Velocity Frequent Flyer program. It's also important that you keep us up to date if you ever change any email address that we have for you.

Keeping your Card secure

A.

Very, and yes we do. Our Cards use Secure Chip technology which uses a microchip embedded in your Card to store your Card's data, keeping you safer against card fraud than your average magnetic stripe.

Our Security Guarantee ensures cover under a range of different circumstances, allowing you complete peace of mind at home and overseas, online and off.

FRAUDSHIELD®

If we detect any irregular transactions on your Account, we’ll call you immediately, even if you're overseas (if we have your contact details). All you need to do is call our Customer Care Team on 13 37 39, and let us know your contact details before you travel.

Emergency Card Replacement

If your Card is lost or stolen, in most cases we can cancel and replace your Card within 48 hours in almost any location, for free. If you're overseas, you can report the loss to any bank or financial institution with the VISA sign.

Visa's Zero Liability Policy guarantee5

You are also covered by Visa's Zero Liability Policy guarantee, ensuring you won't be held responsible for fraudulent transactions made with your Card.

A.

Yes we also offer CreditShield® Edge that assists you with your monthly Credit Card payments for up to $50,000 in the case of illness, accident, unemployment or death. CreditShield® Edge is 49 cents per $100 of the closing balance shown on your Virgin Credit Card statement CreditShield® Edge will pay the minimum monthly amount due on your statement if you are unable to work, due to an accident or illness or for up to 6 months in any 12 month period if you become unemployed. If you're between 18 and 59, have a Virgin Credit Card Account and are an Australian citizen or permanent resident of Australia, you're eligible to apply for this protection with guaranteed acceptance and no medical examination or questions.

You can find out more in the Product Disclosure Statement available by calling 13 37 39 anytime.

CreditShield® Edge policies commencing prior to 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096. Policies commencing on or after 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096 and ACE Insurance Limited (ACE) ABN 23 001 642 020, AFSL 239687. The distributor is Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098 (Citibank). CreditShield® Edge is not a product of, nor is it guaranteed or distributed by Virgin Money (Australia) Pty Limited ABN 75 103 478 897 ("Virgin") or Virgin Money Financial Services Pty Ltd ABN 51 113 285 395.

A.

CreditShield® Edge assists you with your monthly Credit Card payments for up to $50,000 in the case of illness, accident, unemployment or death. CreditShield® Edge is 49 cents per $100 of the closing balance shown on your Virgin Credit Card statement CreditShield® Edge will pay the minimum monthly amount due on your statement if you are unable to work, due to an accident or illness or for up to 6 months in any 12 month period if you become unemployed. If you're between 18 and 59, have a Virgin Credit Card Account and are an Australian citizen or permanent resident of Australia, you're eligible to apply for this protection with guaranteed acceptance and no medical examination or questions.

You can find out more in the Product Disclosure Statement available by calling 13 37 39 anytime.

CreditShield® Edge policies commencing prior to 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096. Policies commencing on or after 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096 and ACE Insurance Limited (ACE) ABN 23 001 642 020, AFSL 239687. The distributor is Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098 (Citibank). CreditShield® Edge is not a product of, nor is it guaranteed or distributed by Virgin Money (Australia) Pty Limited ABN 75 103 478 897 ("Virgin") or Virgin Money Financial Services Pty Ltd ABN 51 113 285 395.

A.
CreditShield® Edge policies commencing prior to 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096. Policies commencing on or after 1 January 2012 are issued by MetLife Insurance Limited (MetLife) ABN 75 004 274 882, AFSL 238096 and ACE Insurance Limited (ACE) ABN 23 001 642 020, AFSL 239687. The distributor is Citigroup Pty Limited ABN 88 004 325 080, AFSL No. 238098 (Citibank). CreditShield® Edge is not a product of, nor is it guaranteed or distributed by Virgin Money (Australia) Pty Limited ABN 75 103 478 897 ("Virgin") or Virgin Money Financial Services Pty Ltd ABN 51 113 285 395.
A.
For claims relating to CreditShield Edge
The simplest way to make a claim is online: For all other claim enquiries:
  • Call MetLife on 1300 555 625
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319
    Sydney
    NSW 2001
It’s important to know that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1300 555 625 for more information.
A.
You’ll receive notification of the status of your claim within 10 working days.
 

Transit Accident Insurance - Flyer and High Flyer Cards

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Transit Accident Insurance is a benefit available to all Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders and is only available when the purchase price of a trip has been validly charged to the cardholder’s Virgin Flyer Credit Card or Virgin High Flyer Credit Card while the insurance is in force and before the trip has commenced.

This cover provides certain benefits in the event of accidental death and cover for Cardholders who sustain an injury whilst on a trip, while riding as a passenger in (not as a pilot, driver or crewmember), or boarding or alighting a plane, tourist bus, train or ferry as outlined in this policy. It’s important to know that it’s not a comprehensive travel insurance policy.

For full details please read the Terms and Conditions here.
A.
A. Transit Accident Insurance is issued by Zurich Australian Insurance Limited. This cover is provided automatically to Virgin Flyer Credit Cardholders and Virgin High Flyer Credit Cardholders under an Agreement entered into between Citigroup Pty Limited and Zurich Australian Insurance Limited. It's important to know that it's not a comprehensive travel insurance policy.

For full details please read the Terms and Conditions here.
A.
In the event of an accident that is likely to result in a claim, the Virgin Flyer Credit Cardholder or Virgin High Flyer Credit Cardholder (or their legal representative in the case of accidental death) must contact Zurich Australian Insurance Limited directly on 1800 285 189. If calling from overseas, a reverse charge call to Australia can be made by calling +61 2 9995 2021. So that you know the Virgin Money Customer Care Team won't be able to help you if you call them.

It's important to know that it's not a comprehensive travel insurance policy. For full details please read the Terms and Conditions here.
 

Interstate Flight Inconvenience Insurance – High Flyer Card

A.
Interstate Flight Inconvenience is a benefit available to all Virgin High Flyer Credit Cardholders and is available on interstate travel where the travel tickets are entirely purchased on the cardholder's Virgin High Flyer Credit Card.

Simply pay for the interstate flights with your Virgin High Flyer Credit Card and you'll receive Flight Inconvenience Insurance for you, your spouse and any dependent children covering flight delays, missed connections, Loss of or damage to business items/personal items, rental vehicle excess and more. This includes interstate flights purchased which are part of your 4 complimentary flights per year.

For full details please read the Terms and Conditions here.
A.
Yes as long as your flights are interstate flights and you pay for the full amount of the Virgin Australia flight booking with your Virgin High Flyer Card.

For full details please read the Terms and Conditions here.
A.
Flight Inconvenience Insurance is issued by Zurich Australian Insurance Limited. This cover is provided automatically to Virgin High Flyer Credit Cardholders under an Agreement entered into between Citigroup Pty Ltd and Zurich Australian Insurance Limited. It's important to know that it's not a comprehensive travel insurance policy.

For full details please read the Terms and Conditions here.
A.
In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Zurich Australian Insurance Limited directly on 1800 285 189. If calling from overseas, a reverse charge call to Australia can be made by calling +61 2 9995 2021. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions here.
 

International Travel Insurance – High Flyer Card

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International Travel Insurance is a benefit available to all Virgin High Flyer Credit Cardholders and is available on travel outside of Australia where the overseas travel tickets are purchased on the cardholder's Virgin High Flyer Credit Card. Simply pay for your overseas flights with your Virgin High Flyer Credit Card and you'll receive international travel insurance for you, your spouse and any dependent children including medical expenses for illness or injury, lost or stolen luggage, legal liability and more.

For full details please read the Terms and Conditions here.
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International Travel Insurance is issued by Zurich Australian Insurance Limited. This insurance is provided automatically to Virgin High Flyer Credit cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No.233507 and Citigroup Pty Limited. For full details please read the Terms and Conditions here.
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In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Zurich Australian Insurance Limited directly on 1800 285 189. If calling from overseas, a reverse charge call to Australia can be made by calling +61 2 9995 2021. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions here.
 

Guaranteed Pricing Scheme - Flyer & High Flyer Cards

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Guaranteed pricing scheme is a benefit available to Virgin High Flyer cardholders and Virgin Flyer cardholders when personal goods are purchased by a cardholder anywhere in Australia (excluding internet sales), and the entire cost is charged to the cardholder’s Virgin High Flyer credit card account or Virgin Flyer credit card account.

This scheme guarantees the cardholder gets the best price if, within 21 60 days of the purchase, they advise us that they have, subsequent to their purchase, received a printed catalogue showing the same business item/personal good for a lower price from a store within 25 kilometres of the store from where the personal good was purchased, and the price difference is greater than A$75. Conditions apply.

For full details please read the Terms and Conditions here.
 

Purchase Cover Insurance - High Flyer Card

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Purchase Cover Insurance provides you with three months of free insurance against loss, theft, or accidental damage over a wide range of new personal goods purchased anywhere in the world using your High Flyer Credit Card.

For full details please read the Terms and Conditions here.
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Purchase Cover Insurance is issued by Zurich Australian Insurance Limited. This insurance is provided automatically to Virgin High Flyer Credit cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No.233507 and Citigroup Pty Limited.

For full details please read the Terms and Conditions here.
A.
In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Zurich Australian Insurance Limited directly on 1800 285 189. If calling from overseas, a reverse charge call to Australia can be made by calling +61 2 9995 2021. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.
For full details please read the Terms and Conditions here.
 

Extended Warranty Insurance - High Flyer Card

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With Extended Warranty Insurance you receive up to 12 months extended warranty (in addition to the manufacturer's expressed Australian warranty) on personal goods purchased with your Virgin High Flyer Credit Card.

For full details please read the Terms and Conditions here.
A.
Extended Warranty Insurance is issued by Zurich Australian Insurance Limited. This insurance is provided automatically to Virgin High Flyer Credit cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No.233507 and Citigroup Pty Limited.

For full details please read the Terms and Conditions here.
A.
In the event of a claim, the Virgin High Flyer Credit Cardholder must contact Zurich Australian Insurance Limited directly on 1800 285 189. If calling from overseas, a reverse charge call to Australia can be made by calling +61 2 9995 2021. So that you know, the Virgin Money Customer Care Team won't be able to help you if you call them.

For full details please read the Terms and Conditions here.

 

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Important information

Fees, charges, and credit criteria apply. See our full terms and conditions here.

All interest rates shown are variable. This information is correct at 2 June 2014. You must be at least 18 years of age to apply for a credit card. If you are a permanent resident you must earn at least $25,000 p.a. for the Virgin Money No Annual Fee Card, $35,000 p.a. for the Virgin Money Low Rate Card and Virgin Australia Velocity Flyer Card or $75,000 p.a. for the Virgin Australia Velocity High Flyer Card. Approval is subject to our credit criteria.

#7,500 bonus Velocity Points offer is provided to new approved Virgin Australia Velocity Flyer Card account holders who apply by 31 July 2014 and make a Retail Purchase with the card within 3 months of card approval date. Additional 7,500 bonus Velocity Points offer is provided if you also spend $5,000 on Retail Purchases on the card within 3 months of card approval date. Retail purchases are for valid goods and services purchases only. Charge backs, refunds or fraudulent transactions do not count towards Retail Purchase eligibility. Credit Card application must be submitted through this page or by calling 13 37 39 and indicating that you would like the credit card with the 15,000 points offer. There must be an active Velocity Membership linked to the Virgin Australia Velocity Flyer Card account. Points will be credited to the Primary Cardholders Velocity Account up to 60 days after the qualifying purchases. This offer can’t be used in conjunction with other Virgin Australia Velocity Flyer Card Point promotions or offers. Offer is not available to existing Virgin Money Credit Card holders (including upgrades).

^10,000 bonus Velocity Points offer is provided to new approved Virgin Australia Velocity Flyer Card account holders who apply by 31 July 2014 and make a Retail Purchase with the card within 3 months of card approval date. Additional 10,000 bonus Velocity Points offer is provided if you also spend $5,000 on Retail Purchases on the card within 3 months of card approval date. Retail purchases are for valid goods and services purchases only. Charge backs, refunds or fraudulent transactions do not count towards Retail Purchase eligibility. Credit Card application must be submitted through this page or by calling 13 37 39 and indicating that you would like the 20,000 Velocity Points offer. There must be an active Velocity Membership linked to the Virgin Australia Velocity Flyer Card account. Points will be credited to the Primary Cardholders Velocity Account up to 60 days after the qualifying purchases. This offer can’t be used in conjunction with other Virgin Flyer Point promotions or offers. Offer is not available to existing Virgin Money Credit Card holders (including upgrades).

*10,000 bonus Velocity Points offer is provided to new approved Virgin Australia Velocity High Flyer Card account holders who apply by 31 July 2014 and make a Retail Purchase with the card within 3 months of card approval date. Additional 10,000 bonus Velocity Points offer is provided if you also spend $10,000 on Retail Purchases on the card within 3 months of card approval date. Retail purchases are for valid goods and services purchases only. Charge backs, refunds or fraudulent transactions do not count towards Retail Purchase eligibility. Credit Card application must be submitted through this page or by calling 13 37 39 and indicating that you would like the 20,000 Velocity Points offer. There must be an active Velocity Membership linked to the Virgin Australia Velocity High Flyer Card account. Points will be credited to the Primary Cardholders Velocity Account up to 60 days after the qualifying purchases. This offer can’t be used in conjunction with other Virgin Flyer Point promotions or offers. Offer is not available to existing Virgin Money Credit Card holders (including upgrades).

~10,000 bonus Velocity Points offer is provided to new approved Virgin Australia Velocity High Flyer Card account holders who apply by 31 July 2014 and make a Retail Purchase with the card within 3 months of card approval date. Additional 30,000 bonus Velocity Points offer is provided if you also spend $10,000 on Retail Purchases on the card within 3 months of card approval date. Retail purchases are for valid goods and services purchases only. Charge backs, refunds or fraudulent transactions do not count towards Retail Purchase eligibility. Credit Card application must be submitted through this page or by calling 13 37 39 and indicating that you would like the 40,000 Velocity Points offer. There must be an active Velocity Membership linked to the Virgin Australia Velocity Flyer or High Flyer Card account. This offer is subject to change at the discretion of Virgin Money. Points will be credited to the Primary Cardholders Velocity Account up to 60 days after the qualifying purchases. This offer is not redeemable for cash, is non transferrable and can't be used in conjunction with other Virgin Flyer Point promotions or offers. Offer is not available to existing Virgin Money Credit Card holders (including upgrades).

+Redemption bookings are based on an Economy Reward Seat, are subject to availability and to the Velocity Membership Terms and Conditions and must be booked at velocityfrequentflyer.com. Quoted redemption booking details are correct as at 19 February 2014 and are subject to change. Seats are limited and may not be available at peak times or on all flights. Name changes are not permitted. Refunds and itinerary changes are permitted prior to travel, subject to a service fee, fare differences (if applicable) and fare restrictions as outlined on the Virgin Australia website. For a redemption booking, the payment amount will comprise of taxes or, where the total cash component of a booking exceeds $50 and this amount is paid for by credit card or debit card, the payment amount will comprise of taxes and a Booking and Service fee. A Booking and Service fee will apply when paying by credit card or debit card ($7.70 per person per booking for Virgin Australia domestic flights, $10 per person per booking for Virgin Australia international short-haul flights and $30 person per booking for Virgin Australia international long-haul flights and flights operated by partner airlines). A fee will apply to redemption bookings if booked by phone ($35 per person for domestic redemption bookings and $60 per person for international redemption bookings). Taxes, fees and surcharges are payable in addition to Velocity Points redeemed. Any taxes or Booking and Service fee components are not eligible for Points earn. A minimum checked baggage allowance of 1 piece up to 23kg applies for Economy Reward Seats and allowances increase for Silver, Gold and Platinum members. To view baggage allowances for Reward Seat Redemptions, click here . Additional fees will be charged for baggage in excess of the published allowances. Fees are chargeable at the time of purchase and are more expensive if not purchased prior to arriving at the airport. Conditions and travel restrictions apply for all fares. Fares to international destinations not operated by Virgin Australia will be flown by one of Velocity’s international partner airlines. Baggage allowances for flights operated by partner airlines will vary in accordance with the individual policy of that carrier. Please check the operating carrier’s website for full details. More information on which of our partners can fly you to your chosen destination can be found by viewing our Interactive Route Map, available on the Velocity website.

 

1. If you do not pay your account in full by the due date and you carry a balance on your credit card from month to month the 44 days interest free period does not apply. If you then make a purchase you are charged interest. You will then need to pay your balance off in full for 2 consecutive months for the maximum 44 days interest free period to take effect. No interest free period is available on Cash Advances or Balance Transfers.

2. Cash withdrawal limits, fees and charges may apply.

3. To earn and redeem Velocity Points, you must be a Velocity member. Velocity membership and Points earn and redemption are subject to the member Terms and Conditions, available at www.velocityfrequentflyer.com, as amended from time to time.

4. Additional cardholder fees may apply. Primary cardholders are responsible for additional cardholder transactions and payments.

5. Visa's Zero Liability policy covers Australian and New Zealand-issued cards and does not apply to ATM transactions, transactions not processed by Visa or certain commercial card transactions. Cardholders should notify their issuer promptly of any unauthorised Visa use. Please ask us for additional details.

6. Your total balance transfers may not exceed 80% of your credit limit. The balance transfer interest rate applies to balances transferred with this offer at point of new card application, for the period shown. At the end of the balance transfer period, the interest rate on any outstanding transferred balance will revert to the interest rate for cash advances; currently 20.99% p.a. for the Virgin Australia Velocity Flyer Card, Virgin Australia Velocity High Flyer Card and 21.69% p.a. for the Virgin Money Low Rate Card. Velocity Points are not issued for balance transfers. Interest rates are variable and subject to change. The interest rates are current as at 2 June 2014. This offer is valid from 2 June 2014 to 31 July 2014.

7. The above example is approximate and for illustrative purposes. Estimated savings assume minimum payment is made by payment due date each month with no other transactions during the promotional period and the entire balance is paid at the expiration of the promotional period. Excludes annual fees and other charges. The promotional period is the period of the balance transfer offer shown. The rate, balance, interest and potential savings calculations in the table above are examples only. The default savings amount is based on a $7,000 balance transfer at an interest rate of 20% p.a. when compared to the balance transfer offer shown. Your personal circumstances may differ. It does not include interest accrued on the Virgin Money Credit Card at the standard interest rate.

8. Offer valid for Primary Cardholder and one Guest booked and travelling together in the same fare class. The offer provides 50% off the base fare component of a domestic Virgin Australia Saver/Saver Lite Fare (which excludes taxes and Booking and Service Fees) for the Primary Cardholder and one Guest when flying together. Saver Lite fares do not include a checked baggage allowance. Guests travelling on a Saver Lite fare may only purchase a baggage allowance at the airport for the applicable fee (baggage allowance cannot be purchased online). Limit of 4 sectors a year. Excludes sale fares. Taxes and fees to be covered by Primary Cardholder. Guest Contact Centre fees do not apply. See virginaustralia.com/fees for full details on fees. Offer valid on new bookings made via the Guest Contact Centre at least 30 days before travel and paid with an eligible Virgin Australia Velocity Credit Card and/or Virgin Australia vouchers. Seats are subject to availability which may be limited at peak times such as weekends, Christmas or School Holidays. Flight availability and fare prices advertised on the Virgin Australia website are not indicative of real-time availability or costs. Contact the Virgin Australia Guest Contact Centre for costs and availability for your travel dates. Click here for further Terms and Conditions.

9. Fare and earn rate restrictions apply for Velocity Airline Partners. Not all fare types are eligible to earn Velocity Points. Click here for more information.

10. New approved Virgin Australia Velocity Flyer customers who apply by 31 July 2014 will receive 5,000 bonus Velocity Points per month for the first 5 months after card approval, when a minimum of $500 is spent on Retail Purchases in each of those months. Retail Purchases will not count towards Bonus Velocity Point eligibility where the Retail Purchase is ultimately charged back or refunded or is found to be fraudulent. Credit Card application must be submitted through this page www.virginmoney.com.au/credit-card/welcome/flyer/phoneoffer2/. There must be an active Velocity Membership linked to the Virgin Australia Velocity Flyer Card account to earn Bonus Velocity Points. This offer is valid until 31 July 2014 and is subject to change at the discretion of Virgin Money. Points will be credited to the Primary Cardholders Velocity Account up to 60 days after the qualifying purchases. This offer is not redeemable for cash, is non transferrable and can't be used in conjunction with other Virgin Australia Velocity Flyer Point promotions or offers. Offer is not available to existing Virgin Credit Card holders (including upgrades).

11. International Travel Insurance, Extended Warranty Insurance, Interstate Flight Inconvenience Insurance and Purchase Cover Insurance are provided automatically to Virgin Australia Velocity High Flyer cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No. 232507 and Citigroup Pty Limited, and are subject to terms and conditions and exclusions. An excess applies to Purchase Cover Insurance. Transit Accident Insurance and Guaranteed Pricing Scheme are provided automatically to Virgin Australia Velocity High Flyer and Virgin Australia Velocity Flyer cardholders under a master agreement between Zurich Australian Insurance Limited ABN 13 000 296 640, AFSL No. 232507 and Citigroup Pty Limited, and are subject to terms and conditions and exclusions. Please see here for details.

12. Exclusive Visa Platinum 24/7 concierge service supplied by a third party supplier. Visit visaplatinum.com.au for details.

13. A valid Visa Platinum card must be used to make a purchase. Offers are subject to terms and conditions of the participating merchants providing the offers. Participating merchants are solely responsible for offer redemption and fulfillment, Visa does not provide any of the goods and services relating to the offers, nor make any representations or warranties in respect of the offers or such goods and services. Visa may modify or remove any of the merchants and/or their offers at any time without prior notice. Information about the offers is correct at the time of publication. You may wish to check with the participating merchant immediately before utilising an offer.

14. Withdrawal limits, fees and charges may apply.

15. New Virgin Australia Velocity Cards issued post 2 October 2012 only and new Virgin Money Low Rate and Virgin Money No Annual Fee Cards issued post 1 July 2013.

16. Uncapped points offer is for Eligible Transactions only. Eligible Transaction means any Retail Purchase which is made by the use of a Card or any other means permitted by us, excluding (but not limited to) Transactions by way of Cash Advances, Balance Transfers, Special Promotions, fees, purchases of foreign currency and travellers cheques, interest charges, government charges, insurance charges, payments to loan accounts, purchases in excess of limits on the Account, transactions made in operating a business and if the Account is more than $10,000 in credit only, all other transactions. To earn and redeem Velocity Points, you must be a Velocity member. Velocity membership and Points earn and redemption are subject to the member Terms and Conditions, available at velocityfrequentflyer.com, as amended from time to time.

17. 0% p.a. on Purchases for new Virgin Australia Velocity Flyer Credit Card customers only for the period shown above from the date your account is approved. At the end of the promotional period Purchase amounts revert to the variable retail rate 20.74% p.a. Purchases, cash advances, balance transfers and special promotions made other than with this offer are charged at the applicable interest rates. Interest rates are variable, subject to change and our credit criteria. The interest rates are current as at 2 June 2014. This offer is valid for applications made until 31 July 2014 and can't be used in conjunction with other offers.

18. Offer applies to new approved Virgin Australia Velocity Flyer Card customers who apply between 1 May 2014 and 31 July 2014 under the 0% p.a. for 14 months on balance transfer offer. Earn 3 Points for every $1 spent per month up to $1,500. Then 1.5 Points for every $1 spent. 20,000 maximum triple points per month, after which time standard earn rates apply for remainder of the month. Standard earn rate applies after promotional period. This offer can’t be used in conjunction with other Virgin Flyer Point promotions or offers. To earn and redeem Velocity Points, you must be a Velocity member. Velocity membership and Points earn and redemption are subject to the member Terms and Conditions, available at velocityfrequentflyer.com, as amended from time to time.

19. You must spend $1,000 or more on retail purchases in your first 3 months to be eligible for this offer. Offer reverts to 0% p.a. for 6 months on balance transfers if first 3 month spend criteria not met. After the interest free period any unpaid balance transfer amount will revert to the cash advance rate. It’s available if you apply by 31 July 2014 or for the first 2,000 new customers, whichever is sooner. Your total balance transfer may not exceed 80% of your credit limit. The balance transfer interest rate applies to balances transferred with this offer at point of new card application, for the period shown. Interest rates are current as at 2 June 2014, are variable and subject to change.

All offers are non-transferrable, not redeemable for cash, and subject to change without notice at the discretion of Virgin Money.

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Virgin Money (Australia) Pty Limited ABN 75 103 478 897 distributes the Virgin Money Credit Cards ("Credit Cards") under an arrangement with Citigroup Pty Ltd ABN 88 004 325 080 AFSL No. 238098, Australian credit licence 238098 ("Citibank"). Citibank is the credit provider and issuer of the Credit Cards.