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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
Roadside assistance
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.
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.
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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.
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Claim online
Make a claim online 24 hours a day, 7 days a week
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Call us
Give our Claims Team a call for assistance
24 hours a day, 7 days a week
Make a complaint
What to do if you're unhappy with any of our insurance products, decisions or actions.
Home insurance FAQs
Find information and answers to all of your Auto and General Home Insurance questions.
Car insurance FAQs
Find information answers to all of your Auto and General Car Insurance policy questions
Important documents
Here you’ll find important documents to fully understand Virgin Car Insurance.
Car Insurance Product Disclosure Statement
Car Insurance PDS Part A{link-button}
This PDS applies to new policies quoted on or after 21 September 2023 and policies with a renewal date on or after 29 October 2023
Car Insurance PDS Part A{link-button}
This PDS applies to new policies quoted between 02 March 2021 and 20 September 2023 and policies renewed between 31 March 2021 and 28 October 2023
Car Insurance PDS Part A{link-button}
This PDS applies to new policies quoted between 28 February 2019 and 01 March 2021 and policies renewed between 29 March 2019 and 30 March 2021
Car Insurance PDS Part A{link-button}
This PDS applies to new policies quoted before 28 February 2019 and policies with a renewal date before 29 March 2019
Price Saver Product Disclosure Statement
Price Saver PDS Part A{link-button}
Price Saver PDS Part B{link-button}
This PDS applies to new policies quoted on or after 21 September 2023 and policies with a renewal date on or after 29 October 2023
Price Saver PDS Part B{link-button}
This PDS applies to new policies quoted between 02 March 2021 and 20 September 2023 and policies renewed between 31 March 2021 and 28 October 2023
Price Saver PDS Part B{link-button}
This PDS applies to new policies quoted between 28 February 2019 and 01 March 2021 and policies renewed between 29 March 2019 and 30 March 2021
Price Saver PDS Part B{link-button}
This PDS applies to new policies quoted before 28 February 2019 and policies with a renewal date before 29 March 2019
Price Promise Product Disclosure Statement
Price Promise PDS Part A{link-button}
Price Promise PDS Part B{link-button}
This PDS applies to new policies quoted on or after 21 September 2023 and policies with a renewal date on or after 29 October 2023
Price Promise PDS Part B{link-button}
This PDS applies to new policies quoted between 02 March 2021 and 20 September 2023 and policies renewed between 31 March 2021 and 28 October 2023
Price Promise PDS Part B{link-button}
This PDS applies to new policies quoted between 28 February 2019 and 01 March 2021 and policies renewed between 29 March 2019 and 30 March 2021
Price Promise PDS Part B{link-button}
This PDS applies to new policies quoted before 28 February 2019 and policies with a renewal date before 29 March 2019
Supplementary Product Disclosure Statement
Supplementary PDS (SPDS){link-button}
This SPDS applies for new policies quoted on or after 14 November 2024, and policies with a renewal date on or after 22 December 2024
Supplementary PDS (SPDS){link-button}
This SPDS applies for new policies quoted between 28 July 2022 and 20 September 2023, existing policies amended between 28 July 2022 and 20 September 2023 and policies renewed between 27 August 2022 and 28 October 2023 (or as otherwise detailed in the SPDS)
Supplementary PDS (SPDS){link-button}
This SPDS applies for new policies quoted between 31 August 2021 and 27 July 2022, existing policies amended between 31 August 2021 and 25 August 2022 and policies renewed between 29 September 2021 and 25 August 2022
Supplementary PDS (SPDS){link-button}
This SPDS applies to new policies quoted between 28 September 2020 and 01 March 2021 and policies renewed between 27 October 2020 and 30 March 2021
Premium, Excess and Discount (PED) Guide
Premium, Excess and Discount (PED) Guide{link-button}
This PED Guide applies for new policies quoted on or after 14 November 2024 and policies with a renewal date on or after 22 December 2024.
Premium, Excess and Discount (PED) Guide{link-button}
This PED Guide applies to new policies quoted between 14 December 2023 and 13 November 2024 and policies renewed between 21 January 2024 and 21 December 2024
Premium, Excess and Discount (PED) Guide{link-button}
This PED Guide applies to new policies quoted between 21 September 2023 and 13 December 2023 and policies renewed between 29 October 2023 and 20 January 2024
Premium, Excess and Discount (PED) Guide{link-button}
This PED Guide applies to new policies quoted between 28 July 2022 and 20 September 2023 and policies renewed between 27 August 2022 and 28 October 2023
Premium, Excess and Discount (PED) Guide{link-button}
This PED Guide applies to new policies quoted between 28 September 2020 and 27 July 2022 and policies renewed between 27 October 2020 and 25 August 2022
Premium, Excess and Discount (PED) Guide{link-button}
This PED Guide applies to new policies quoted between 28 February 2019 and 27 September 2020 and policies renewed between 29 March 2019 and 26 October 2020
Target Market Determination (TMD)
Target Market Determination (TMD){link-button}
This TMD applies from 27 June 2024
Target Market Determination (TMD){link-button}
This TMD applies to new policies quoted between 24 January 2024 and 26 June 2024, and policies renewed between 02 March 2024 and 03 August 2024
Target Market Determination (TMD){link-button}
This TMD applies to new policies quoted before 24 January 2024 and policies with a renewal date before 02 March 2024
Financial Services Guide
Virgin Roadside Assistance Terms and Conditions
Roadside Assistance{link-button}
These T&Cs apply to Memberships purchased on or after 20 April 2023 and Memberships renewed after 20 May 2023.
Roadside Assistance{link-button}
These Terms and Conditions apply to Memberships purchased on or before 19 April 2023
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
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
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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.
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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
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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
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Contact us
- Call us 24/7 on 1800 662 884
- We will organise a ‘Make Safe’ as a temporary course of action
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Natural disaster support
- If you've been affected by natural disasters like droughts, fires, floods, or earthquakes, we're here to help.
Understand your cover
What we cover
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: |
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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{small-button}
- 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.
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.
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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.
Make a complaint
What to do if you're unhappy with any of our insurance products, decisions or actions.
Home insurance FAQs
Find information and answers to all of your Auto and General Home Insurance questions.
Car insurance FAQs
Find information answers to all of your Auto and General Car Insurance policy questions
Important documents
Here you’ll find important documents to fully understand Virgin Car Insurance.
Virgin Home Insurance Product Disclosure Statement
Virgin Home Insurance PDS{link-button}
This PDS applies to new policies quoted on or after 21 September 2023 and policies with a renewal date on or after 29 October 2023
Virgin Home Insurance PDS{link-button}
This PDS applies to new policies quoted between 02 March 2021 and 20 September 2023 and policies renewed between 31 March 2021 and 28 October 2023
Virgin Home Insurance PDS{link-button}
This PDS applies to new policies quoted between 12 September 2019 and 01 March 2021 and policies renewed between 11 October 2019 and 30 March 2021
Virgin Home Insurance PDS Part A{link-button}
Virgin Home Insurance PDS Part B{link-button}
This PDS applies to new policies quoted before 12 September 2019 and policies with a renewal date before 11 October 2019
Virgin Price Saver Home Insurance Product Disclosure Statement
Virgin Price Saver Home Insurance PDS Part B{link-button}
This PDS applies to new policies quoted before 12 September 2019 and policies with a renewal date before 11 October 2019
Supplementary Product Disclosure Statement (SPDS)
Virgin Home Insurance Supplementary PDS (SPDS){link-button}
This SPDS applies to new policies quoted between 04 May 2023 and 20 September 2023 and policies with a renewal date between 11 June 2023 and 28 October 2023 (or as otherwise detailed in the SPDS)
Virgin Home Insurance Supplementary PDS (SPDS){link-button}
This SPDS applies to new policies quoted between 14 July 2022 and 03 May 2023 and policies with a renewal date between 13 August 2022 and 10 June 2023 (or as otherwise detailed in the SPDS)
Virgin Home Insurance Supplementary PDS (SPDS){link-button}
This SPDS applies to new policies quoted or varied between 31 August 2021 and 13 July 2022 and policies with a renewal date between 29 September 2021 and 12 August 2022 (or as otherwise detailed in the SPDS)
Virgin Home Insurance Supplementary PDS (SPDS){link-button}
This SPDS applies to new policies quoted between 14 May 2021 and 30 August 2021 and policies with a renewal date between 12 June 2021 and 28 September 2021 (For existing policy holders, claims for fire losses after 29 April 2021 assessed using this SPDS)
Home Building Key Facts Sheet
Home Building Key Facts Sheet{link-button}
This KFS applies to new policies quoted on or after 21 September 2023 and policies with a renewal date on or after 29 October 2023.
Home Building Key Facts Sheet{link-button}
This KFS applies to new policies quoted between 12 September 2019 and 20 September 2023 and policies with a renewal date between 11 October 2019 and 28 October 2023
Home Building Key Facts Sheet{link-button}
This KFS applies to new policies quoted before 12 September 2019 and policies with a renewal date before 11 October 2019
Home Contents Key Facts Sheet
Home Contents Key Facts Sheet{link-button}
This KFS applies to new policies quoted on or after 21 September 2023 and policies with a renewal date on or after 29 October 2023.
Home Contents Key Facts Sheet{link-button}
This KFS applies to new policies quoted between 12 September 2019 and 20 September 2023 and policies with a renewal date between 11 October 2019 and 28 October 2023
Home Contents Key Facts Sheet{link-button}
This KFS applies to new policies quoted before 12 September 2019 and policies with a renewal date before 11 October 2019
Home and Contents Insurance Target Market Determination
Home and Contents Insurance Target Market Determination{link-button}
This TMD applies from 10 July 2025.
Home and Contents Insurance Target Market Determination{link-button}
This TMD applies to new policies quoted between 27 June 2024 and 09 July 2025, and policies renewed between 04 August 2024 and 16 August 2025
Home and Contents Insurance Target Market Determination{link-button}
This TMD applies to new policies quoted between 24 January 2024 and 26 June 2024, and policies renewed between 02 March 2024 and 03 August 2024
Home and Contents Insurance Target Market Determination{link-button}
This TMD applies to new policies quoted before 24 January 2024 and policies with a renewal date before 02 March 2024