Important information
As we navigate through COVID-19 we’ve created an ‘Updates’ hub which we’ll continue to keep updated.
We’ve answered questions you might have about the latest Virgin Australia news – what this means for Virgin Money, your Virgin Money products & your Velocity Points.
Important contact centre information
We are currently experiencing higher than usual call volumes. Please consider whether your enquiry is urgent at this time. We appreciate your patience and understanding. Thank you.
If you're here after hours and need some help, visit the FAQs section.
| Need Income Protection? | |
|---|---|
Get a quote over the phone |
1300 814 990 |
| Get a quick quote online |
Online quick quote |
| Retrieve your online quote | Retrieve a quote |
| Have a question about your policy? | |
|---|---|
| Our Customer Care Team is available Mon to Fri 8am to 8pm (Sydney time) |
1300 814 990 |
| Email us your feedback or ask us a question | expert@virginlifeinsurance.com.au |
| Need to make a claim? | |
|---|---|
| Our Claims Team is available Mon to Fri 9am to 5.30pm (Sydney time) |
Press 1, then 1 again |
| To fax or email us supporting documents | 1800 731 122 or |
| To post us documents | Virgin Life Insurance GPO Box 5380 Sydney NSW 2001 |
| Complaints relating to your Income Protection | |
|---|---|
| Would you like to lodge a complaint? | How to lodge a complaint relating to your Virgin Income Protection |
Need additional support?
Translation Services
For our non – English speaking customers, we offer a free Translation and Interpretive (TIS) service through the Australian Government.
This can be accessed by calling TIS on 131 450. TIS will organise a translator for the language you require, then they will call us. Virgin Life Insurance will accept the full cost of the translation service.
Pre-booked phone interpreters can also be arranged in advance of an appointment. Please speak to your Virgin Life Insurance Customer Service Representative or Claims Case Manager.
National Relay Service
We use the National Relay Service (NRS) to ensure we are accessible to our customers who have a hearing or speech impairment.
To access a Virgin Life Insurance telephone number:
- TTY (Text Telephone) users - phone 133 677 then provide the Virgin Life Insurance phone number you wish to contact
- Speak and Listen (speech-to-speech relay) users - phone 1300 555 727 then provide the phone number you wish to contact
- Internet relay users - visit the National Relay Service website, http://relayservice.gov.au/making-a-call/ and provide the phone number you wish to contact.