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

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.

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.
Life Insurance & Income Protection
  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 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. 
  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.
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 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. 
  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.
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.

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.

COVID-19 Update: Early Access applications are now closed. If you have submitted an application from the 11th December 2020 onwards and still waiting for your Early Release payment, you can call our Helpline on 1300 652 770.

Alternatively, you can contact the ATO for more information or assistance regarding your payment as well.

  To find out how COVID-19 affects your super, click here.
  Although COVID-19 Early Access applications are now closed, you can still apply here for Financial Hardship
  Call 1300 652 770 for assistance (open Mon to Fri - 8am to 6pm AEST).

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