Auto & General Support Hub

A support hub for Virgin Money Insurance customers who hold a Home and/or Car Insurance policy that is underwritten by Auto & General.

This information relates to Virgin Home and Car Insurance policies issued by Auto & General Insurance Company Ltd purchased before 3 October 2025. The underwriter of the policy will be displayed on the certificate of insurance.
Have a question about your policy?
1800 724 678

Our Customer Care team is available
Mon to Fri 8am to 10:30pm, Sat 8am to 5pm (AEST)
Virgin Insurance Hub

Manage your policy online 24/7 or chat with our Customer Care team directly by clicking the red “Live Chat” button (when available) on the bottom right corner of your Insurance Hub login page.
virginenquiries@autogeneral.com.au

Send us an email
+617 3465 1981

If you are overseas and need to speak with us
Roadside assistance
1800 788 692

Get help
Available 24 hours a day, 7 days a week
1800 724 678

Call to add it to your policy
Mon to Fri 8am to 10:30 pm, Sat 8am to 5pm (AEST)
Complaints relating to your Car Insurance
How to lodge a complaint Would you like to lodge a complaint relating to your Virgin Car Insurance?
Are you a Velocity Frequent Flyer member?
13 18 75

8am - 8pm Monday to Friday
Have a question about your policy?
1800 724 678

Our Customer Care team is available
Mon to Fri 8am to 10:30pm, Sat 8am to 5pm (AEST)
Virgin Insurance Hub

Manage your policy online 24/7 or chat with our Customer Care team directly by clicking the red “Live Chat” button (when available) on the bottom right corner of your Insurance Hub login page.
virginenquiries@autogeneral.com.au

Send us an email
+617 3465 1981

If you are overseas and need to speak with us
Complaints relating to your Home and Contents Insurance
How to lodge a complaint Would you like to lodge a complaint relating to your Virgin Home and Contents Insurance?
Are you a Velocity Frequent Flyer member?
13 18 75

8am-8pm Monday to Friday

 
Are you a Velocity Frequent Flyer member?
8am - 8pm Monday to Friday 13 18 75
Car Insurance

Car Insurance

If you have purchased a Car Insurance Policy before the 3 of October 2025, your policy is underwritten by Auto & General.

Manage your policy

What can you do with the Virgin Insurance Hub?

  • Change your policy details including excess options and add additional drivers
  • Monitor your payments and update your payment details
  • Make a claim online

Login

Roadside assistance

Available 24 hours, 7 days a week  

1800 788 692

Benefit  Cover limit
Callouts Unlimited callouts within a Fair Use Policy. For more details, please read section 7 of our Roadside Assistance Terms and Conditions.
Breakdown Towing Up to 20km in the city, and up to 50km (round trip) in the country/ remote regions
Emergency Key Service# Up to $125 (incl. GST)
Use Of Our Technical Advice Hotline Unlimited
Minor Roadside Repairs Up to $20
Help With Flat Batteries We'll either jump-start your vehicle or you can pay for a new battery
Help With Flat Tyres If your car has a flat tyre, we can change it with the spare in your car, free of charge
   

For more details, see the Roadside Assistance Terms and Conditions.

#As part of your cover, you get up to $125 (incl. GST) to help regain access to your car, or for a taxi or to retrieve a spare key.

 

 

If you have an accident

To help you collect the relevant information in the event of an accident, we’ve created a step-by-step log. Remember to keep it handy in your glovebox, just in case.

Our friendly claims team will do their best to ensure your claim's experience is as hassle-free as can be. 

Download crash log

 

  • What to do first

    Move yourself and any passengers to a safe place, especially if you're on a busy road. Call 000 if anyone has been hurt, the road is blocked, or if the other party refuses to stop or exchange details.

    Not all accidents have to be reported to the police; however, they should be called straight away if someone has been injured or worse, or if a vehicle needs to be towed away.

     

  • Accident details

    Please don’t admit fault at the scene as the matter may require investigation to determine fault accurately. Just make sure to share the facts honestly and to get the other driver's details for us. Try to write down the following details about other cars and drivers involved:

    • Name
    • Full address
    • Licence number
    • Report of what happened
    • Contact number
    • Vehicle registration
    • Insurance details (if available)
    • If there are any witnesses,
      ask for their name, address and phone number as well.

    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.

  • Call us

    Make sure you tell us straight away of any incident involving your car that may lead to a claim. Make sure you have the following details handy.

    • Your policy number
    • Police report number (if relevant)
    • Date, time and nature of the accident
    • Accident details

    Check your cover type because what you’re covered for will be different.

    Comprehensive cover

    • We'll repair your car so you can get back on the road faster.
    • If your car's likely to be written off, we'll arrange for an inspection so we can process your claim.
    • We'll handle the other driver's claim. If their insurers send any demands directly to you, please send them on to us so we can take care of it for you (that’s what we’re here for).

    If we accept your claim for a no fault accident or theft of your car, we will provide you with a hire car that meets your needs.

    Third Party Property Only or Third Party Property, Fire and Theft

    • We'll sort out the other driver's claim unless the damage is caused by a no fault accident with an uninsured vehicle.
    • Get in touch with the other driver's insurer to claim for any accident damage to your car. If they are uninsured, call us on 1800 662 884.

    At this point, your claim will be handled by our underwriter Auto & General Insurance Company. You'll be in safe hands, with one of Australia's most reputable insurance providers.

  • Pay the excess

    An excess is the amount you have to pay towards each claim. Check your policy documents for the excess amount you agreed at time of purchase.

    If you have an accident that’s not your fault, we’ll waive the excess*. However, if you caused the accident, or you’d simply like us to manage the claims process for you, the excess will apply.

    *Refer to the Excess Waived section of PDS Part A for full details

  • Car assessment

    Once you’ve lodged a Virgin Car Insurance claim we may make an appointment for you at an Auto & General assessment centre to have the damage assessed. Please make sure you lodge your claim first and your appointment has been made before visiting one of the assessment centres.

    Below you will find the address details of our assessment centres.

    Brisbane

    58 Pickering Street, Enoggera, QLD, 4051
    View map

    22 Ferguson Street, Underwood, QLD, 4119
    View map
    Melbourne

    2/3 Dunlop Road, Mulgrave VIC 3170
    View map

    153A Anderson Road, Sunshine, VIC, 3020
    View map
    Sydney

    44 Boorea Street, Lidcome, NSW, 2141
    View map
  • Repairs

    Next step is to get you back on your wheels. You can choose from the following repair options

    • Let us do the hard work for you. For your convenience we can organise a repairer. We will guarantee the quality of repairs authorised by us for as long as you own the car.
    • If you have purchased the Choice of Repairer option you may choose to nominate your preferred repairer. Please note that should our assessor consider a repairer’s quotation is not competitive, or that the repairs would not be completed to a satisfactory standard, we may decide not to authorise repairs and offer you the option to have the car repaired by an alternative repairer chosen by us, or pay you the reasonable cost to satisfactorily repair the car.
    • We have a national network of around 180 contracted repairers who can assess your car’s damage and/or repair it, as well as seven dedicated assessment centres. To view the repair network please click here

If your car is stolen
  • Don't Panic

Keep calm and call the Police.

  • Call us

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. Make sure you have the Police report number handy.

  • Car hire

So you don’t have to walk these 20km to work, we'll reimburse you the reasonable cost of hiring a hire car that meets your needs until your car is recovered or your claim is paid, or for a maximum period of 14 days (whichever happens first).

How to make a claim

When your Virgin Car Insurance claim begins, the friendly team at Auto & General have your back. It's our job to try and get things back to normal for you as quickly as possible.

  • Claim online

Make a claim online 24 hours a day, 7 days a week

Virgin Insurance Hub

  • Call us

Give our Claims Team a call for assistance
24 hours a day, 7 days a week

1800 662 884

Make a complaint

What to do if you're unhappy with any of our insurance products, decisions or actions.

Find support

Home insurance FAQs

Find information and answers to all of your Auto and General Home Insurance questions.

See FAQs

Car insurance FAQs

Find information answers to all of your Auto and General Car Insurance policy questions.

See FAQs

Important documents

Here you’ll find important documents to fully understand Virgin Car Insurance.

Home Insurance

Home and Contents Insurance

If you have purchased a Home Insurance Policy before the 3 of October 2025, your policy is underwritten by Auto & General.

Manage your policy

What can you do with the Virgin Insurance Hub?

  • Change your policy details including excess options
  • Monitor your payments and update your payment details
  • Make a claim online

Login

You must tell us if any details on your insurance certificate are incorrect or have changed, if the occupancy or use of your home changes from a residence to include any income earning activity, or if the home is in a state of disrepair. If you do not tell us, we may reduce or refuse to pay a claim.

Emergency assistance
  • Emergency action plan

If you experience a major emergency (like a storm, flood, or fire) and your home requires urgent attention, our team can help.

  • Prioritise your safety
    • Start by identifying the hazard and making sure everyone is safe
    • If it is an emergency: Call Triple Zero-(000)
    • If the hazard is ongoing: Contact the SES 132 500
  • Secure the area
    • Avoid the damaged area and any ongoing risk
    • Shut off all affected utilities like power, water, or gas (if it is safe to do so)
    • Secure the area to prevent further access, damage, and loss
  • Contact us
    • Call us 24/7 on 1800 662 884 
    • We will organise a ‘Make Safe’ as a temporary course of action
  • Natural disaster support
    • If you've been affected by natural disasters like droughts, fires, floods, or earthquakes, we're here to help.

Explore support options

Understand your cover

Before you claim, you can review your cover to find out what's included. If you're still unsure whether your loss or damage is covered, you can still start a claim and it will be assessed accordingly.

  • What we cover

    Your home insurance covers loss or damage to your home and/or contents as a result of an insured event.

    These events include: And these optional covers (if purchased):
    • Storm and rainwater 
    • Fire
    • Theft or attempted theft 
    • Escape of liquid (e.g burst pipe)
    • Impact at home (e.g fallen tree, or a car driven into a fence)
    • Breakage of glass, ceramic and sanitary fixtures
    • Malicious damage, vandalism, or riot
    • Explosion
    • Earthquake and tsunami 
    • Flood cover 
    • Motor burnout
    • Accidental damage cover
    • Personal effects cover
    • Commercial storage
    • Sum insured safeguard
    • For Landlords – tenant default, theft and malicious damage
  • What we don't cover

    Loss or damage to your home could cause existing damage to worsen over time. This means that if your home is not in good condition at the time of the loss then it may also affect your cover.

    This could include:
    • Pre-existing damage
    • Leaking showers
    • Lack of maintenance
    • Vermin and insect damage
    • Faulty workmanship 
    • Chemical damage 
    • Loss or damage caused by tenants (unless you have optional covers)

    Please refer to our Product Disclosure Statement for a full list of exclusions.

Inclusions and additional benefits
  • Guaranteed repairs – We guarantee the quality of authorised repairs, including the workmanship and materials. 
  • New for old repairs – If your property is damaged, we will repair it to the same standard, specification, or quality as it was when it was brand new. For full details, please see the Product Disclosure Statement.
  • New for old replacements – If your belongings are stolen or damaged beyond repair, we will replace the items to the closest equivalent where available.
  • Temporary accommodation – If your house is unliveable due to an insured event, we’ll give you and your pets temporary accommodation for up to 10% of your sum insured for up to a year. 
  • Food spoilage – If you’re only claiming on food spoilage then we will cover up to $500 once your claim is accepted, with no excess required.
  • Removal of debris – We will pay for removal of debris for up to 10% of the sum insured.

How to make a claim

When your Virgin Home and Contents Insurance claim begins, the friendly team at Auto & General have your back. It's our job to try and get things back to normal for you as quickly as possible.

  • Claim online

In your own time, you can notify us of your claim online. We can then call you if we require further information to finalise your lodgement.

Virgin Insurance Hub

  • Call us

A friendly member of our team will assist you over the phone. If you have your policy number on hand, then this will help us with your query.

1800 662 884 

  • Who handles claims for Virgin Home and Contents Insurance?

    Auto & General are the underwriters for Virgin Home and Contents Insurance, and handle all claims made on Virgin Home & Contents Insurance.

    So when a Claims Specialist from Auto & General is assigned to your claim, you can trust you’re in safe, experienced hands.

  • Who are Auto & General?

    Auto & General Insurance Company Limited is an Australian insurance company. Starting with cars, followed by homes, travel, pets and motorcycles, they’ve been insuring a wide variety of Aussies since the year 2000.

    They are also regulated by APRA and are a member of the Insurance Council of Australia.

  • Can Auto & General help with my claim?

    From the smallest claims to the trickiest of circumstances, the team at Auto & General have encountered it all. And no matter whether your claim is one we’ve never seen, or seen thousands of times, it will be handled with the utmost care and quality.

    Our Pledge to you,

    We understand that lodging a claim can be stressful but no matter how big or small the damage, we are here to help. Throughout your claim we will:

    • provide friendly and caring service
    • act with honesty and integrity
    • provide you regular updates on the progress of your claim
    • be transparent about what is and isn’t covered
    • be available to answer any questions you may have
  • Supporting vulnerable customers.

    Auto & General is committed to taking extra care with customers who are experiencing vulnerability. 

    We recognise the impact of factors such as age, disability, mental health conditions, language or literacy barriers, remote locations and Aboriginal or Torres Strait Islander status. If you’re experiencing vulnerability, we encourage you to tell us about it so we can work with you to arrange the support you need. 

    A list of support services is also available here. 

    Support for Customers

    Virgin Home and Contents Insurance is committed to taking extra care with customers who are experiencing vulnerability due to factors such as:

    • age
    • disability
    • mental health conditions
    • physical health conditions
    • family violence
    • language barriers
    • literacy barriers
    • cultural background
    • Aboriginal or Torres Strait Islander status
    • remote location
    • financial distress

    If you’re experiencing vulnerability, we encourage you to tell us about it. We can then work with you to arrange the support you need.

    Alternatively, you may wish to refer to the list of community support services below.

    If you need help with your insurance, please contact us. 

Make a complaint

What to do if you're unhappy with any of our insurance products, decisions or actions.

Find support

Home insurance FAQs

Find information and answers to all of your Auto and General Home Insurance questions.

See FAQs

Car insurance FAQs

Find information answers to all of your Auto and General Car Insurance policy questions.

See FAQs

Important documents

Here you’ll find important documents to fully understand Virgin Home and Contents Insurance.