We want to assure you that we're here for you and will do everything we can to support your banking and insurance needs, particularly in these uncertain times.

Whilst Virgin Money is proudly part of the Virgin brand and family, we are 100% owned by the BOQ Group. As a result, we're in a strong financial and risk position and well equipped to support our customers during this time.

We will continue to help you to manage your family budget, to purchase or refinance your home and to protect your most important assets. These current circumstances have made us even more focused on being there for you, our valued customers.

Virgin Australia & Velocity Frequent Flyer update

We’ve answered questions you might have about the latest Virgin Australia news - what this means for Virgin Money, your Virgin Money products and your Velocity Points.

View the update

Home Loans

Home Loans customer information

If you have a general enquiry regarding your home loan, call our team on 13 81 51.

If you’re experiencing financial hardship, we’ve introduced Fast Track Hardship Assistance for customers who have been affected by Coronavirus (COVID-19), recent weather events or bushfires. The Fast Track process offers impacted customers urgent access to a range of financial relief measures, which may include:

  • the ability to defer mortgage and/or loan repayments;
  • the option to make Interest Only repayments;
  • special arrangements in relation to arrears; or
  • waiver of other fees and charges related to non-payment

Assistance measures will be assessed on a case-by-case basis.

  For help and support with your Virgin Money Home Loan, please call us on 13 81 51, or email service@virginmoney.com.au. Our Customer Care Team is available from 8.30am to 5.30pm AEST, Monday to Friday, except public holidays.
  If you’d like to find out more about our hardship assistance click here.
  To learn about some options available that could help create a little financial breathing room click here.
Credit Cards

Credit Card customer information

If you’re experiencing financial hardship, we have a range of ways to assist our customers who are experiencing hardship due to the impact of the novel coronavirus, recent weather events or bushfires or who have received an overdue communication and require assistance. This may include:

  • varying levels of payments; or
  • frequency of payments

Assistance measures will be assessed on a case-by-case basis.

  Talk to our hardship team on 1800 255 304 to discuss how we can support you.
  If you’d like to find out more about our hardship assistance click here.
  To learn about some options available that could help create a little financial breathing room click here.
Insurance

Insurance customer information

Travel Insurance
  The Australian Department of Foreign Affairs and Trade (DFAT) has upgraded their travel advice to Do Not Travel (Level 4) for all overseas destinations, as well as implementing domestic travel restrictions. In light of this, unfortunately we will no longer issue new travel insurance policies, effective 25 March 2020. Of course, we will closely monitor this situation and we hope to support you with your travel again soon. We’re here for you, so please check back regularly for trips planned for a later date.

If you're seeking up to date information about Coronavirus (COVID-19) please visit Smart Traveller or refer to the FAQs from our partner Allianz Global Assistance.
  Call 1800 134 419 for emergency assistance (Mon to Fri - 8am to 5pm AEST).
  Make a claim online.
Life Insurance & Income Protection
 

Important contact centre information: We are currently experiencing higher than usual call volumes. Please consider whether your enquiry is urgent at this time. We appreciate your patience and understanding. Thank you.

Call our team on 1300 814 990 for assistance (Mon to Fri - 8am to 7pm AEST).

  To find out how COVID-19 may affect you, click here.
Home & Contents Insurance
  Customers that are currently experiencing financial hardship due to COVID-19 can call us on 1800 724 678 (Mon to Fri 8am to 10:30pm, Sat 8am to 5pm AEST) to discuss the assistance options we have available to eligible customers.

We’re committed to supporting you during these uncertain times.
  Make a claim online.
  To find out how COVID-19 may affect you, click here
Car Insurance
  Customers that are currently experiencing financial hardship due to COVID-19 can call us on 1800 724 678 (Mon to Fri 8am to 10:30pm, Sat 8am to 5pm AEST) to discuss the assistance options we have available to eligible customers.

We’re committed to supporting you during these uncertain times.
  Make a claim online.
  To find out how COVID-19 may affect you, click here
Super

Superannuation customer information

We’re here to help. Call the customer care team on 1300 652 770, Mon-Fri 8am-6pm (AEST) apart from public holidays.

Have a question? We’re currently experiencing higher than usual calls into the customer care team. Please check our FAQs on our COVID-19 updates page prior to calling. Should you still need to contact us please be patient and wait on the line, we will get to you as soon as we can.

In need of assistance: On 22 March 2020, the Federal Government announced that eligible individuals will be able to access up to $10,000 of their super in both this current financial year and to help ease the pressure of the economic impacts of COVID-19.

Applications for early release of super are now available for Virgin Money Super members via the ATO. Subject to eligibility.

  To find out how COVID-19 affects your super and read our FAQs, click here.
  If you are experiencing hardship you can apply here for support.
  Call 1300 652 770 for assistance (open Mon to Fri - 8am to 6pm AEST).

Coronavirus (COVID-19)
Smart Traveller: https://www.smartraveller.gov.au
Financial Hardship

You can get free independent counselling and advice from a Financial Counsellor.

For a comprehensive listing of Financial Counsellors please visit the FCA website.

To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.

You may find the following websites helpful, which provide information on managing your money:

Bushfires