Sometimes the claims process can be confusing and that’s why we’re here to help. Our friendly team is here if you’ve never made a claim before, have questions you can’t find an answer to or need some extra support throughout the claims process.
Our Home Claims Helper can give you a helping hand at each and every step.
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.
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.
Call us on 1800 662 884
Emergency assistance
If you experience a major emergency (like a storm, flood, or fire) and your home requires urgent attention, our team can help.
The claims process
We recognise that every claim can have a different journey and depending on your circumstances the outcome of your claim may vary too. But, you should rest assured that one of our friendly team members will be with you at each one of the following steps.
Step 1:
Understand your cover
Your Insurance Certificate will detail all the optional extras selected and you can review your cover to find out what’s included. From there, you can either login to your Online Policy Manager or consult our Product Disclosure Statement to help you gauge whether your loss or damage is insured.
If you’re still unsure whether your loss or damage is covered, you can still start a claim and it will be assessed accordingly.
Step 2:
Collect all the required information
There is some information that you’ll need to gather before you begin your claim.
| Need to have | Nice to have |
|---|---|
| These are the elements that you’ll be required to present as you make your Virgin Home and Contents Insurance claim. | If you don’t have these, you won’t have any issues starting your claim. Even if you’ll need them later (but don’t have access to them now), it’s probably worth lodging your claim without them, so it’s underway while you gather them. |
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Step 3:
Start your claim
No matter whether it’s online or over the phone, you’ll be able to start your claim 24/7.
Step 4:
We'll stay in touch
Every claim is different – some people might have damaged something small (and all it needs is a replacement), and others might need considerable repairs to their home. So our timelines on claims can vary significantly from person to person.
Unless someone tells you otherwise, once we have all the relevant information, we will make a decision within 10 working days. However, in times of extreme weather events, our teams may be a little more under pressure, and need a bit more time.
But what remains the same is that if your claim is accepted, we’ll be working hard to liaise with repairers or suppliers to get you the best result possible.
Step 5:
Assessment
Sometimes, we’ll need to send someone to your property to properly assess the damage or loss sustained. This might be to gauge the level of work needed, or to help us determine if the damage/loss is from an insured event.
If that’s the case, we’ll reach out to you, and book the time that best suits everyone.
Step 6:
Decision
Once your claim has been accepted, we’ll repair, replace, or cash settle your lost or damaged home and/or contents (up to your sum insured).
Step 7:
Repair
Once your claim is approved, we will provide you with details of the scope of repairs, or what will be replaced. If applicable, we will notify you of what cash settlement you may receive instead, or potentially any goods you’ll receive as replacements.
Repairs will be completed by professional, qualified tradespeople from our authorised repairer network. And if works are being completed under your Virgin Home and/or Contents Insurance policy, the repair quality is guaranteed.
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
Contact us for claim support
- Call us 24/7 on 1800 662 884
- We will organise a ‘Make Safe’ as a temporary course of action
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
What is a ‘Make Safe’?
If you experience a major emergency (like a storm, flood, or fire) and your home requires urgent attention, our team can organise a ‘make safe’.
The purpose of a ‘make safe’ is to reduce the amount of risk to those inside the home and prevent further damage to the home itself.
If you require immediate support, we can arrange a 'make safe' and complete temporary repairs to your property.
Urgent financial need
If you need urgent financial assistance, please let us know. We may be able to fast track your claim or make an advance payment within five business days of you demonstrating your urgent financial need. Any advance payment may be deducted from the total value of your claim.
Professional support
Recovering from a claim event can take time and you don’t have to do it alone. There are free, independent, and professional organisations (many available 24/7) who can offer support.
For more information on support services available please see Auto & General Customer page.
Claims with Virgin Money
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.