Make a complaint

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

Make a complaint

 

Make a complaint

At Virgin Money we welcome feedback from our customers and treat complaints as an opportunity to improve our services, systems and products.

We consider a complaint to be: An expression of dissatisfaction made to Virgin Money related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Step 1 - Contact Us

We want to resolve any complaint or dispute as quickly as possible. The best place to start is to contact our customer service teams:

How we manage your complaint at Virgin Money

(with Auslan interpreter)

Easy English Complaints Guide

 Easy English is a writing style developed to provide short and simple information for people with low literacy. The Guide is written in a way that is easy to read. We use some pictures to explain how to make a complaint.

Easy English Complaints Guide

Interpreter Support

If English is not your first language and you would like an interpreter to support you on the call, please let us know.

We use the Translations and Interpreting Service (TIS National) and can arrange a qualified interpreter to assist free of charge (subject to availability).

Call us now

Accessibility

We want it to be easy for you to contact us and make a complaint.

If you need extra assistance, please visit our Accessibility page for options including National Relay Services and teletypewriter options.

Visit our Accessibility page

Step 2 - Our team will help you

Our team will try to resolve your complaint immediately and will provide you with a unique reference number.

We will acknowledge your complaint within 24 hours of receiving it (or as soon as practicable). The complaint will be given appropriate priority in accordance with the urgency of the issue(s) raised and the individual circumstances.

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 with you to try and resolve your complaint. We will make a decision within 30 calendar days from the date you make the complaint, however if we know your complaint is regarding financial hardship we will give you our decision within 21 calendar days.

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

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.

Step 3 - 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 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.

Auto & General Insurance Company Ltd, as underwriter for Virgin Money, subscribes to the General Insurance Code of Practice. Please refer to https://insurancecouncil.com.au/cop/

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

Do you speak another language?

Our Complaints Guide is provided in other languages for customers who don't have English as a first language, and would like to make a complaint. Find out how to make a complaint, what we will do to fix the problem and how long it may take.

Customer Assistance

For customers that are experiencing domestic or family violence, our insurance partner Auto & General may be able to help you seek assistance with respect to your policy. 

Auto & General is also committed to supporting customers experiencing other types of vulnerability. If you need assistance please let us know so we can work with you to arrange support aligned to your needs.

Domestic and Family Violence Policy

Financial Hardship and Support

If you wish to speak to a consultant about your situation, please call 1800 724 678.

General Insurance Code of Practice

Auto & General Insurance Company Ltd, as underwriter for Virgin Money, subscribes to the General Insurance Code of 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 https://insurancecouncil.com.au/cop/ for further information.