As we navigate through COVID-19 and receive updates you will find the information below.

Information regarding claims

Claims support for our customers

To ensure our claims managers provide the best possible support to our customers, we have developed additional claims situations considering the ways in which COVID-19 might affect individual customers and their own circumstances. As an extension of this, Virgin Insurance has established a dedicated team with experts from our Claims team to investigate alternative solutions for customers who may be experiencing difficulty meeting the information requirements of the claims process, while supporting claims managers with technical advice, including medical evidence requests.

  • If I am currently on claim and are ill with COVID-19, am I covered?

    There are no general exclusions for COVID-19 in any of our individual life insurance policies.  If you are currently on claim, then you can be assured that you are fully covered for COVID-19, and continue to be paid in line with your policy terms and conditions.

  • If I am currently on claim, will I continue to be paid?

    Our claims payment and support process is the most important thing we do. Our claims teams are operating well and continue to be ready to support you through this challenging time, and we do not anticipate any significant delays to claims payments. Your claim will continue to be paid while you continue to meet your policy terms and conditions.

  • What if I need to lodge a new claim?

    Dealing with your claim as quickly as possible is a priority for us because we know it's important to you. When you make a claim with Virgin Insurance, you only need to speak to one person – your claims manager. They will be there to let you know what’s needed for your claim as well as answer any questions you may have. All claims will continue to be assessed according to the terms and conditions of your specific policy.

    To make a claim, get in touch. Please call 1300 814 990 (Mon to Fri, 9.00am – 5.30pm (AEST).

Existing & new customers

Our priority is to keep you informed about changes, help you understand what they mean, and provide support so you can make the right decisions for your own personal circumstances.

Existing customers are fully covered for COVID-19. There are no general exclusions for COVID-19 in any of our life and income protection insurance policies. If you are an existing customer of Virgin Insurance you can be assured that you are fully covered for COVID-19 in line with your policy terms and conditions. This includes all doctors, nurses and health professionals.

  • Suffering financial hardship and having difficulty in paying your premium for your existing policy?

    Virgin Insurance provides you with a range of ways to assist with the ongoing payment of premiums if you find yourself in financial hardship.  In light of the challenging circumstances surrounding COVID-19, we have taken further steps to strengthen and adapt our existing Financial Hardship Policy, providing you with additional options including increased flexibility around premium payments and ongoing insurance cover. If you have been directly impacted by COVID-19 and are concerned about your ability to meet your premium payments, please contact us on 1300 814 990.

  • Want to increase your level of cover?

    If you wish to increase your insurance cover with Virgin Insurance then please follow our normal policy increase application process.  If during the policy increase application and assessment process it is established that you have recently travelled abroad, are showing symptoms of COVID-19, or are in a high risk group then you may be individually assessed, and modified terms may be offered for the additional insurance cover only. These matters would be identified and assessed through our normal assessment process. Any new modified terms that are applied would only apply to the additional insurance cover and would not be applied to the insurance cover you already have in place under your policy.

If you have any specific questions on your policy, please contact the Customer Care team with your policy details on 1300 814 990.

New customers purchasing Life and Income Protection policies can be covered in line with the policy terms and any special conditions or exclusions applied based on individual circumstances, like health status, medical history, travel or pastimes.

  • I want to purchase cover with Virgin Insurance

    If you have recently travelled abroad, or are showing symptoms of COVID-19, or are in a high risk group then your application will be individually assessed, and modified terms may be offered. These matters would be notified to you during your application and before your cover begins, and will also appear in your Policy Schedule.

  • I am a frontline healthcare worker and would like to purchase cover

    If you are a frontline doctor, nurse, medical practitioner, or a healthcare worker who supports them, such as police, pharmacist, paramedic or age care worker, and wish to apply for new insurance cover with Virgin Insurance, we would be pleased to help you. This is regardless of any exposure, or potential exposure, to COVID-19. For more information please refer to the 'frontline healthcare workers' section on this page or contact the Customer Care team on 1300 814 990.

Frontline healthcare workers

We’re committed to ensuring frontline workers can access life insurance cover

The life insurance industry has a critical role to play in supporting Australians at this important time. Virgin Insurance intends to play its part to support our customers and the community when they need us most. We are grateful for all the doctors, nurses, medical practitioners, along with the healthcare workers who support them, such as police, pharmacists, paramedics and age care workers, who are on the frontline fighting the COVID-19 pandemic.

TAL Life Limited (as issuer of Virgin Life Insurance) is pleased to have supported this FSC initiative to protect our frontline health workers. This commitment on behalf of participating FSC life insurance4 member companies is to ensure that frontline healthcare workers are not prevented from obtaining life insurance cover purely through exposure, or potential exposure, to coronavirus.

  • The commitment

    Life insurance companies participating in this commitment agree as follows:

    For relevant healthcare workers, exposure or potential exposure to coronavirus will not of itself be used to:

    • decline an application for cover, or
    • charge a higher premium, or
    • apply a COVID-19 pandemic risk exclusion to any of the benefits offered.

    Subject to the following:

    • The agreement applies to new underwritten applications for individual life insurance benefits up to the financial limits below for relevant healthcare workers.
    • The normal underwriting process and rules will apply to individuals for health conditions unrelated to coronavirus.
    • Applicants who have tested positive for COVID-19, or who are waiting for a test result, will not be immediately eligible for cover.
  • Relevant Healthcare Workers

    Relevant healthcare workers includes, but is not limited to, all the following people working in any capacity in Australia, in any of the following:

    • Doctors, nurses, cleaners and all hospital workers
    • Ambulance workers and paramedics
    • People working at a GP Surgery or Clinic
    • Workers at a COVID-19 testing site
    • Allied healthcare workers people providing mental healthcare services
    • Workers developing a COVID-19 vaccine or treatment
    • Pharmacists
    • Police
    • Age Care workers
    • Volunteers helping to support people with COVID-19
  • Financial Limits

    The Commitment applies to the total amounts of cover the applicant would have, including both the cover being applied for and any existing individual and group insurance cover with all life insurers in aggregate, up to the following amounts:

    • $750,000 of lump sum death cover.
    • $500,000 of total permanent disability cover (TPD).
    • $200,000 of trauma and/or critical illness cover.
    • $4,000 a month in total of any combination of income protection, salary continuance or business expenses cover. 

    Nothing in this Commitment prevents any life insurer from providing additional coverage in excess of the above.

  • Duration of the Commitment

    The Commitment starts on 6 April 2020 and will continue until at least 1 January 2021 when it will be reviewed with a view to extending it if required.

Please note: This commitment is subject to authorisation by the ACCC.

If you are a frontline doctor, nurse, medical practitioner, or a healthcare worker who supports them, such as police, pharmacist, paramedic or age care worker, and wish to apply for new insurance cover with Virgin Insurance, we would be pleased to help you. This is regardless of any exposure, or potential exposure, to COVID-19. For more information contact the Customer Care team on 1300 814 990.