Complaints Assistance

Virgin Car Insurance Customers

  • If you have a problem or need to make a complaint

    At Virgin Money, we recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, the best place to start is to contact our customer service team:

  • How long will it take?

    We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable). Our team will try to resolve your complaint immediately and will provide you with a unique reference number.

    If we are unable to resolve your complaint to your satisfaction within 5 business days, we will escalate it to our Customer Disputes Resolution Team for review.

    Our Customer Disputes Resolution Team will work together with you to try and resolve your complaint within 30 calendar days however if we know you are experiencing financial hardship we will give you our decision within 21 calendar days.

    We will keep you informed of our progress at least every 10 business days.

    We will always give you a written response to your complaint when it is in relation to:

    • A request from you for a written response
    • A declined claim
    • The value of a claim
    • Financial hardship, and
    • Any other complaint we have not been able to resolve with you within 5 business days.
  • If we can't agree, you can seek an independent review

    Our aim is to resolve complaints within 30 days. If we are unable to finalise your complaint within this time, we will:

    • Let you know the reasons for the delay in writing within the 30 calendar days, and
    • Provide the contact details for the external dispute resolution scheme run by the Australian Financial Complaints Authority (AFCA)

    Additionally, if you are dissatisfied with our final decision, you can also contact AFCA directly.

    AFCA independently resolves disputes between financial service providers (like insurers) and their clients. AFCA’s decisions are binding which means that even if they aren’t in our favour, we must accept them. You have two years from when we make a decision on your complaint to take your complaint to AFCA.

    For further information, please see the Virgin Insurance Complaints Policy.

  • General Industry Code of Practice

    Our underwriting partner, Auto & General Insurance Company, are a signatory to the General Code of Insurance Practice 2020, which sets out guidelines and standards for insurers. Among other things, the code requires us to have in place a process for fairly and effectively resolving any complaints and disputes between us and you. Please visit codeofpractice.com.au for further information.

  • How can I get help contacting Virgin Insurance?

    If you find it difficult to hear or speak The National Relay Service (NRS) ensures Virgin Car and Home Insurance is accessible to customers who have a hearing or speech impairment.

    • Voice Relay Service

    Phone 1300 555 727

    Ask the relay officer to call Virgin Insurance on 1800 724 678 for Customer Service or 1800 662 884 for Claims.

    • SMS Relay

    Send an SMS to 0423 677 767, with our name ‘Virgin Insurance’, and contact number (1800 724 678 for Customer Service or 1800 662 884 for Claims) and the message you’d like to send us.

    • Teletypewriter (TTY) - Speak and Read

    Phone 133 677

    Ask the relay officer to call Virgin Insurance on 1800 724 678 for Customer Service or 1800 662 884 for Claims.

    • Teletypewriter (TTY) - Type and Read

    Type 133 677

    Type Virgin Insurance's number 1800 724 678 for Customer Service or 1800 662 884 for Claims.

    • Internet Relay Users

    Visit the National Relay Service website, and provide the Virgin Insurance number 1800 724 678 for Customer Service or 1800 662 884 for Claims.

    If English is not your first language

    Virgin Insurance use the Translating and Interpreting Service (TIS National). If you need an interpreter to support you on the call, let us know when you contact us and we will arrange a qualified interpreter to assist free of charge.

    • Auto & General subscribe to the General Insurance Code of Practice. Please refer to http://codeofpractice.com.au/ for further information. Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit their website.