We want to assure you that we’re here for you and will do everything we can to support your banking and insurance needs.

We understand that every one of you have different needs and that circumstances change - so whether it’s managing your family budget, purchasing or refinancing your home or protecting your most important assets, reach out to our Customer Care Teams for assistance. 

Home Loans

Home Loans customer information

With the restrictions being tightened, Virgin Money understands just how tough a lockdown can be on Australians and businesses and there is no need to go through this alone. Virgin Money is committed and ready to assist our home loan customers who are financially impacted and need help.

Financial support available to eligible customers affected by a lockdown can include:

• The ability to defer mortgage and/or loan repayments for a short period;

• The option to make Interest Only repayments for a short period;

• Special arrangements in relation to arrears; and

• Waiver of other fees and charges related to non-payment.

Virgin Money customers are encouraged to contact our Customer Assistance team on 1800 701 997 for priority support

We also have a range of ways to assist our customers who are experiencing hardship due to the impact of  recent weather events or bushfires. Contact our Customer Assistance Team on 1800 701 997 and tell us about your situation.

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

  Talk to our Customer Assistance Team on 1800 701 997, or email customerassistanceteam@virginmoney.com.au 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.
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

Car Insurance
  Have you been affected by the recent natural events? We're here to help. Make a claim online or chat directly with our Customer Care Team by clicking the red “Live Chat” button (when available) on the bottom right corner of your Virgin Insurance Hub login page.
  Customers that are currently experiencing financial hardship 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.
  To find out how COVID-19 may affect you, click here
  Customers that are experiencing domestic or family violence - Our insurance partner A&G may be able to help you seek assistance with respect to your policy. Click here to see the insurer’s Family Violence Policy. If you wish to speak to a consultant about your situation, please call 1800 724 678.
Home & Contents Insurance
  Have you been affected by the recent natural events? We're here to help. Make a claim online or chat directly with our Customer Care Team by clicking the red “Live Chat” button (when available) on the bottom right corner of your Virgin Insurance Hub login page.
  Customers that are currently experiencing financial hardship 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.
  To find out how COVID-19 may affect you, click here
  Customers that are experiencing domestic or family violence - Our insurance partner A&G may be able to help you seek assistance with respect to your policy. Click here to see the insurer’s Family Violence Policy. If you wish to speak to a consultant about your situation, please call 1800 724 678.
Life Insurance & Income Protection
  For policies purchased before 1 April 2021, please contact our Customer Care Team (available Mon to Fri 8am to 8pm Sydney time) on 1300 814 990.
  For policies purchased through Lifebroker after 16 June 2021, please visit the Lifebroker website.
  To find out how COVID-19 may affect you, click here.
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.

If you purchased travel insurance from 18 March – 31 March AND haven’t travelled or otherwise utilised your policy you may eligible for a full refund on your Travel Insurance policy. Please refer to our FAQs for more information.

We’re here for you, so please check back regularly for trips planned for a later date.
  Call 1800 134 419 for emergency assistance (Mon to Fri - 8am to 5pm AEST).
  Make a claim online.
Super

Superannuation customer information

  Financial Hardship support is available. If you need to request your Virgin Money Super funds to be release on the grounds of severe financial hardship you can complete this form and post all supporting documents to GPO Box 4650, Melbourne, VIC 3001.
  We’re here to help. Call the customer care team on 1300 652 770 Mon to Fri - 8am-6pm (AEST) apart from public holidays.

More information

Coronavirus (COVID-19)

Smart Traveller: https://www.smartraveller.gov.au

Australian Government Department of Health: https://www.health.nsw.gov.au/Infectious/covid-19/Pages/latest-updates.aspx

Australian Government: https://www.australia.gov.au/

Economic Response: https://treasury.gov.au/coronavirus

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