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

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.

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.
  To learn about some options available that could help create a little financial breathing room visit financial support 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 hardship assistance
  To learn about some options available that could help create a little financial breathing room visit credit card support here.

Domestic & Family Violence including Financial Abuse

Domestic & Family Violence happens when one person in a relationship uses violence or abuse to control the other person. It is usually an ongoing pattern of behaviour aimed at controlling a partner through fear.

Abuse can include the following:

  • Psychological and emotional abuse;
  • Intimidation and controlling behaviour;
  • Verbal abuse;
  • Stalking and harassment;
  • Physical abuse including damaging property;
  • Sexual abuse;
  • Social abuse;
  • Spiritual abuse;
  • Financial abuse.

Financial Abuse

Financial abuse is a form of Domestic & Family Violence that prevents a person from becoming financially independent. It is about power, control and manipulation of an individual, and often occurs with other forms of violence.

Some common forms of financial abuse include:

  • Someone being forced to take on debt they don’t want;
  • Withholding or threatening to withhold money;
  • Stopping access to money so the other person can’t leave the relationship;
  • Transferring the house or other assets out of the person’s name;
  • Trying to damage a person’s credit rating by not paying debts;
  • Controlling behaviour that denies a person the ability to work or study;
  • Preventing a person from taking part in decisions regarding a joint property;
  • Fraudulently using another person’s details to obtain credit.

How we can help

If you are experiencing Domestic & Family Violence and/or financial abuse, don’t hesitate to contact our Customer Service Team on 13 37 39 to discuss the support options available. 

Financial Hardship Assistance

If you are concerned about your financial position and/or ability to meet financial commitments as a result of Domestic & Family violence, the Hardship team may be able to assist. You can contact the team directly on 1800 255 304 (Monday to Friday from 9am to 9pm AEST, excluding public holidays).

Support Services

There are several specialist support services that can help you if you are experiencing Domestic & Family Violence and/or financial abuse. For more information on support services visit helpful contact and services.

For more information on our policy for visit supporting victims of Domestic & Family violence

 

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.
  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 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.
  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.

If you need extra help and support, please refer to TAL Life, the insurer, for more information about their support options, including their financial hardship and domestic and family violence policies.

  For policies purchased through Lifebroker after 16 June 2021, please visit the Lifebroker website.
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 a financial hardship 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.
Bank and Save

If you’re experiencing financial difficulty, it's important that you contact our Customer Assistance Team as soon as possible. We are here to help.

  Talk to our Customer Assistance Team on 1800 701 997, or email customerassistanceteam@virginmoney.com.au to discuss how we can support you.
  Customer Assistance Team
GPO Box 898
Brisbane QLD

More information

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:

Natural Disaster Support

Virgin Money is activating its Emergency Fast Track Relief assistance for customers who have been impacted by severe weather events.

With dangerous conditions affecting regions across the country, the safety of customers is the highest priority. Once it is safe to do so, impacted customers are encouraged to contact our Customer Contact Centre team on 1800 701 997 to discuss the relief options available to them. 

The Fast Track process provides urgent access to support for Virgin Money customers affected by the severe weather, where they can discuss financial relief available including: 

  • 90 day deferral of loan repayments (i.e. Home Loans, Personal Loans) which may be capitalised to the loan over the remaining term; 
  • Extension of loan term for eligible products;
  • Early release of lock saver account;
  • Waiver of fees associated with transactions relating to the financial difficulty assistance.

Find out more about our financial difficulty assistance here. 

For assistance due to severe weather call the State Emergency Service on 132 500 or for life-threatening emergencies call 000.