Virgin Money Home and Contents Insurance - Making a claim: Making a Home and Contents Insurance claim

Making a claim

How to make a claim

Making a claim online 24 hours a day, 7 days a week	Virgin Insurance Hub
Give our Claims Team a call for assistance 24 hours a day, 7 days a week	1800 662 884

About the claim process

Our claims team will do their best to ensure your experience is as hassle-free as can be to avoid any inconvenience to you and your family.
We may need to arrange an assessor to inspect the damage to your house and help organise repairs or replacements of damaged items.

Exclusions and conditions apply. See the Product Disclosure Statement, Target Market Determination (TMD) and Financial Services Guide (FSG) for full details. Not available in Northern Territory, North Queensland and Northern Western Australia. Approved applications only.

Optional Flood cover: Covers you for the cost of damage caused to your home by flooding, rivers, creeks and other bodies of water. Flood cover may not be available for some addresses.

Virgin Home and Contents Product Disclosure Statement (PDS), Target Market Determination (TMD) and Financial Services Guide (FSG).

Virgin Car Insurance Product Disclosure Statement (PDS) and Target Market Determination (TMD), Premium, Excess and Discount Guide (PED) and Financial Service Guide (FSG).

Virgin Car Insurance Roadside Assistance Terms and Conditions.

This information is of a general nature only and does not take into account your personal financial situation, needs or objectives. As we don’t know your financial needs we can’t advise if our products will suit you. Terms, conditions, limits and exclusions apply. Please consider the relevant Product Disclosure Statement, Target Market Determination and/or Terms and Conditions available at virginmoney.com.au before making a decision about the product. Any discounts on both new and renewing policies only apply to the extent that any minimum premium isn't reached.

Auto & General Services Pty Ltd (ABN 61 003 617 909; AFSL 241411) ("AGS") arranges the insurance on behalf of Auto & General Insurance Company Ltd (ABN 42 111 586 353; AFSL 285571).

Insurances: Virgin Car Insurance and Virgin Home and Contents Insurance are promoted by Virgin Money (Australia) Pty Limited (“Virgin Money”) as the Authorised Representative No. 280884 of Virgin Money Financial Services Pty Ltd ABN 51 113 285 395 AFSL 286869. Car, Home and Contents: Auto & General Services Pty Ltd (ABN 61 003 617 909; AFSL 241411) arranges the insurance on behalf of the product issuer, Auto & General Insurance Company Limited (ABN 42 111 586 353; AFSL 285571).

Things you need to know
1. Discount applies to the first year's premium paid for new Virgin Home and or Contents Insurance initiated online on or after 30 March 2017. The 30% discount applies to Combined Home & Contents Insurance, 15% discount applies to Home Insurance only or Contents Insurance only. We reserve the right to change the offer without notice. Base rate premiums subject to change. The discount does not apply to any renewal offer of insurance. Discount applies only to the insurance portion of the premium before any fees, charges or levies that may apply. This may impact the full extent of the discount.
2. Source: Auto & General Company Data and APRA June 2023 quarterly institution-level data.This is based on June 2023 quarterly institution-level data. Virgin Money Insurance growth (as a portion of the underwriter Auto & Generals overall growth) of 25% over Jul22 to Jun 23 compared to the industry growth average of 12%.
3. The 5% discount is available to current Virgin Home and Contents, or Car customers and applies to new Virgin Travel Insurance policies purchased online using promo code VIRGIN. Offer valid until 31 July 2018, is subject to change or removal at the discretion of Virgin Money without notice and can't be used in conjunction with any other Virgin Travel Insurance offer or discount (including the Virgin Money Credit Card discount).
4. If you cancel the policy within 21 days from the date of purchase and do not make a claim on the policy, we will give you a full refund.
5. Virgin Home and Contents Insurance won the Mozo Experts Choice Award for Exceptional Value, Home and Contents Insurance 2019, 2020, 2021, 2022 & 2023. These awards recognise products in the top 10% of the market that deliver exceptional value and benefits to customers. Find out more at https://mozo.com.au/expertschoice/home-insurance.
6. Discount applies to first year's premium paid for new Virgin car insurance Price Saver purchase initiated online on or after 30 March 2017. The discount applies to Comprehensive, Third Party Property and Third Party Fire and Theft Car policies. We reserve the right to change the offer without notice. Base rate premiums subject to change. The discount does not apply to any renewal offer of insurance. Discount applies only to the insurance portion of the premium before any fees, charges or levies that may apply. This may impact the full extent of the discount.
7. Delivery charges advised upon ordering and varies by postcode. Offer available while stocks last. Valid for Virgin Money customers only. One Moet & Chandon Imperial per household. $204.96 savings applies to the reds case, worth $324.96. Retail prices are provided by the wineries. If a wine becomes unavailable, a similar wine of equal or greater value will be supplied. If you are unhappy with the substitute we’ll refund you. Order acceptance and the contract between you and us will only be formed on the dispatch to you of the product(s) ordered. Orders will not be accepted (nor will wine be delivered to) persons under the age of 18 years. We do not deliver to parcel lockers, and unfortunately due to rising delivery costs and current liquor laws are unable to deliver to the Northern Territory. Please see our full Terms and Conditions of Sale and Privacy Policy available here: www.virginwines.com.au/terms or call us on 1300 712 870. © 2020 Wine People Pty Ltd. LIQP770016550. Level 2, 407 Elizabeth Street, Surry Hills, NSW 2010. All rights reserved. You must be 18 years of age or over to order wine from this site. It is against the law to sell or supply alcohol to, or obtain alcohol on behalf of, a person under the age of 18.
8. Virgin Car Insurance is a finalist in the Finder 2019 awards. Features and Price are scored against 36 profiles. Find out more at https://www.finder.com.au/finderawards.
  
  Virgin Home and Contents Insurance won the Mozo Experts Choice Award for Exceptional Value Home and Contents Insurance 2019 in the Car, Home and Landlord Insurance category. These awards recognise products in the top 10% of the market that deliver exceptional value and benefits to customers. Find out more at https://mozo.com.au/expertschoice/home-insurance.
9. Source: LMI Claims Comparison 2023. See their website and Claims Services comparison tool for more details.
10. Virgin Home and Contents Insurance won the Mozo Experts Choice Award for Exceptional Value, Home and Contents Insurance 2019, 2020, 2021, 2022 & 2023. These awards recognise products in the top 10% of the market that deliver exceptional value and benefits to customers. Find out more at https://mozo.com.au/expertschoice/home-insurance
11. The discounts apply to new Virgin Home and Contents Insurance Price Saver policies purchased online on or after 30 March 2017. We reserve the right to change the offer without notice. Base rate premiums subject to change. The discount does not apply to any renewal offer of insurance. Discount applies only to the insurance portion of the premium before any fees, charges or levies that may apply. This may impact the full extent of the discount.
12. Offer of up to 10,000 Velocity Frequent Flyer Points (Velocity Points) is available to eligible customers who purchase a new Virgin Car Insurance comprehensive policy and have not previously received points or other acquisition offer for that same policy number (not available for renewals). This offer is valid for new policy purchases from 01 October 2024 – 31 January 2025 and is subject to change or removal at the discretion of Virgin Money. Offer is not valid to customers who purchased through Compare the Market, Choosi, iSelect, Finder, Infochoice, Canstar, Mozo or the Virgin Money app. A valid Velocity membership number must be provided at the time of application. If you’re not a Velocity member you can join Velocity for free. Maximum of 10,000 Velocity Points per policy (even if multiple cars are insured under a single policy). In order to receive the Points, the policy holder must be the main driver and their name must match the Velocity account name and membership number provided. Eligible policy holders will be entitled to up to 10,000 Velocity Points, subject to the following conditions: the policy holder will be entitled to 10,000 Velocity Points if the insurance is held for at least 65 days (credited to the eligible Velocity Account up to 90 days after the policy has been purchased); The Velocity Membership Terms and Conditions apply. This offer cannot be used in conjunction with any other Virgin Money Car insurance offers, is not redeemable for cash and is not transferable.
13. Offer of 10,000 Velocity Frequent Flyer Points (Velocity Points) is available to eligible customers who purchase a new combined Virgin Home and Contents Insurance policy and have not previously received points for that same policy (not available for renewals). This offer is valid for new policy purchases from 01 October 2024 – 31 January 2025 and is subject to change or removal at the discretion of Virgin Money. Offer is not valid to customers who purchased through Compare the Market, Choosi, iSelect, Finder, Canstar, Infochoice, Mozo or the Virgin Money app. A valid Velocity membership number must be provided at the time of application. If you’re not a Velocity member you can join Velocity for free. Maximum of 10,000 Velocity Points per policy. In order to receive the Points, the policy holder’s name must match the Velocity name and account number provided. Eligible policy holders will be entitled to up to 10,000 Velocity Points, subject to the following conditions: the policy holder will be entitled to 10,000 Velocity Points if the insurance is held for at least 65 days (credited to the eligible Velocity Account up to 90 days after the policy has been purchased); The Velocity Membership Terms and Conditions apply. This offer cannot be used in conjunction with any other Virgin Money Home and Contents Insurance offers, is not redeemable for cash and is not transferrable.

MAKING A HOME & CONTENTS INSURANCE CLAIM

Making a claim

How to make a claim

About the claim process