FAQs - Virgin Car Insurance


Taking out a policy
  • Q. Why buy online?

    A. You'll get a great 15%1 discount on car insurance and there are many other benefits when purchasing car insurance online:

    1. Do it when it suits you 24/7
    2. It can be up to 40% faster than doing it over the phone
  • Q. How long does it take until I'm covered?

    A. You can get a quote and buy online - 24/7. In most cases you can be insured once you complete a purchase either online or over the phone. To speed up the process please have on hand details of your car and driving record. You can be insured the day you take out a policy, or choose a later date for your cover to begin.

  • Q. I've got a quote, but I'm having trouble buying online, what should I do?

    A. Please call 1800 887 707 with your Quote Reference Number and we’ll give you a hand. We’re here to help Monday to Friday (8.00am-8.00pm EST) and Saturday (8.00am-5.00pm EST). Please note that we may have different offers available online and via our contact centre.

  • Q. How can I pay for my car insurance securely online?

    A. For your convenience and security we offer you two different ways to pay for your insurance online. You can pay with either a Visa or Mastercard or alternatively you can choose to pay via online Direct Debit from your Bank, Credit Union or Building Society account.

  • Q. What happens if I don't disclose information about my driving record, past accidents or claims?

    A. This is called non-disclosure and affects an insurer's ability to accurately assess your risk or calculate the correct premium. It can lead to a claim being paid only in part, or not paid at all and/or your policy being cancelled.

  • Q. What happens to my discount in the 2nd year?

    A. The 15% online discount applies to Virgin Car Insurance Price Saver only in Year 1.

  • Q. Are there any ways I can adjust my premium?

    A. We can help you get the right price with a policy that best suits your needs. You can:

    • restrict drivers by age (which will reduce the premium)
    • increase your excess
    • reduce your windscreen excess
    • apply for a 'no claims discount'

    If you’re a good driver and we have all the right information about you to evaluate your risk level effectively, you can also expect to pay lower premiums. (For all the detail, see our Product Disclosure Statement.)

  • Q. Why might I have a different premium to other people?

    A. Car insurance premiums are calculated based on the level of risk our insurance underwriter, Auto & General Insurance Company Ltd (AGIC), associate with you and your car. There are multiple factors that differentiate you and someone else that will contribute to the assessment of that risk.

    When looking at risk, factors considered include the make and model of the car, the age of the driver/s, the driver's history, frequency of claims and where you live. (For example, not all insurers treat each suburb the same. In addition, where you park the car at night will often affect your premium.)

    AGIC's underwriting is more comprehensive than most other car insurers, which allows them to offer competitive rates to Australian drivers.

About our cover
Accidents and Claims
  • Q. How do I make a claim?

    A. To assist you in collecting the relevant information about an accident, we’ve created a step by step Crash Log. Remember to keep it handy in your glovebox, just in case.

  • Q. What happens if I'm in an accident that isn’t my fault?

    A. To assist you in collecting the relevant information about an accident, we’ve created a step by step Crash Log. Remember to keep it handy in your glovebox, just in case.

  • Q. What happens if my car is stolen?

    A. Try not to panic. The first thing you should do is report it to the police and ask for an incident number. If you have Comprehensive cover or Third Party Property, Fire & Theft, call us on 1800 662 884 with the incident number and we’ll make a start on your claim to have it sorted as soon as possible.

  • Q. Who repairs my car?

    A. It's up to you:

    • For your convenience we can organise a repairer and manage the process on your behalf. We may request that your car be made available for inspection at a location nominated by us (possibly at one of Auto & General's assessment centres).
    • Or you can choose your own repairer. Note that should our assessor consider the quote to be less than competitive or that the repairs may not be completed to a satisfactory standard, we reserve the right to authorise an alternative repairer chosen by us or to pay you the reasonable cost of a satisfactory repair.
  • Q. Will I get a courtesy car while mine's being repaired or stolen?

    A. Our Comprehensive cover doesn't automatically include a courtesy car, but you can buy our accident car hire option. How it works is that after we agree to pay your claim and you've made the car available for repairs, we'll arrange for a compact hire car until your car is fixed or your claim settled (not exceeding 14 days). If we pay a claim for theft of your car, we'll reimburse your reasonable cost of hiring a similar car until the car is recovered or your claim is paid, or for a maximum period of 14 days (whichever happens first).

  • Q. Do I need to report any accidents to the police?

    A. Reporting requirements vary by State. Your local traffic authority will have more information.

No claims discount
  • Q. What's a no claims discount (NCD) and how does it affect premiums?

    A. It's a discount applied to reduce your premium that's calculated on your years of driving experience and claims record. As you gain more years of claim-free driving you receive a discount from the full-priced premium until it reaches a maximum discount (also known as Rating 1). This is because we believe you’re less likely to make a claim than a less experienced driver or a driver with a poor driving record.

  • Q. What's the difference between a Rating 1, no claim discount (NCD) and no claim bonus (NCB)?

    A. These are a scale insurers use to rank your driving history and risk. Rating 1, NCD and NCB all refer to a discount applied to the full premium.

  • Q. Will I lose my NCD if I have a car accident?

    A. You can protect your Rating 1 (maximum no claims discount) by selecting our NCD protection option. This allows you to have one claim per 12-month policy period, or up to two claims in three years without affecting the rating.

    If you have NCD protection with us for two consecutive claim-free years, you qualify for a Rating 1 for life (which means all car insurance claims have no impact on your NCD for as long as you have NCD protection). You won’t lose any NCD on renewal following a window glass claim, or if the other car in a collision is entirely at fault and the driver is identified to us. For other claims, your NCD may be reduced at renewal.

  • Q. Can I protect my no claims discount?

    A. Yes, it may be protected for a small additional premium, provided:

    • you hold a maximum five years no claim discount
    • you haven’t had an at-fault claim in the past two years.

    This protection will allow you to make one claim during the current period of insurance, or two claims in a three-year period without affecting your NCD.

  • Q. I've been insured on a company car - can I get a no claims discount?

    A. Yes. We can give you a no claims discount if:

    • you're replacing or taking over a company car
    • you can provide a letter from your employer stating how many years you‘ve been driving the company car without a claim.

    (Your no claims discount will be based on the number of consecutive years you’ve been driving the car without a claim.)

  • Q. I'm getting a second car - does my no claims discount apply to that too?

    A. We’ll give you a free NCD on your second car that matches the NCD on your other vehicle provided the following:

    • Cover is restricted to drivers 25 years old and over
    • Your car isn’t used for business use
    • Your spouse/partner is listed on the policy