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.
This information relates to Virgin Home and Car Insurance policies issued by Auto & General Insurance Company Ltd purchased before 3 October 2025. As of 02 October 2025 at 11:59pm, Virgin Money will no longer offer new car and home & contents insurance policies. Existing policyholders may continue to renew their policies until further notice.
Complaints related to the Virgin Money insurance product underwritten by Auto & General Pty Ltd (Auto & General) are supported by the Auto & General complaints team.
Step 1 - Contact Auto & General
We want to resolve any complaint or dispute as quickly as possible. The best place to start is to contact the customer service teams:
- Click here to make a complaint (for claims, or anything else)
- Call 1800 662 884 for complaints about claims
- Call 1800 724 678 for anything else
- Email: customercare@autogeneral.com.au
How Auto & General manage your complaint
(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. The guide uses some pictures to explain how to make a complaint.
Interpreter Support
If English is not your first language and you would like an interpreter to support you on the call, please let the representative know.
Auto & General use the Translations and Interpreting Service (TIS National) and can arrange a qualified interpreter to assist free of charge (subject to availability).
Accessibility
Auto & General want it to be easy for you to contact them and make a complaint.
If you need extra assistance, please visit the Auto & General Accessibility page for options including National Relay Services and teletypewriter options.
Step 2 - The team will help you
The team will try to resolve your complaint immediately and will provide you with a unique reference number.
Auto & General 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 Auto & General are unable to resolve your complaint to your satisfaction within 5 business days, they will escalate it to their Customer Disputes Resolution team for review.
The Customer Disputes Resolution team will work with you to try and resolve your complaint. Auto & General will make a decision within 30 calendar days from the date you make the complaint, however if they know your complaint is regarding financial hardship they will give you your decision within 21 calendar days.
Auto & General will keep you informed every 10 business days of their progress.
Auto & General 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
Auto & General aim to resolve complaints within 30 days. If they are unable to finalise your complaint within this time, they 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 the final decision, you can also contact AFCA directly.
- Call on 1800 931 678 (free call)
- Email at info@afca.org.au
- Mail at GPO BOX 3, Melbourne VIC 3001.
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 Auto & General 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?
The 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 Auto & General 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 Auto & General 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.