Complaints Assistance

Virgin Life Insurance Customers

If you purchased a policy through Virgin Money’s partner, Lifebroker please visit the Lifebroker website

  • Make a Complaint

    If you would like to make a complaint about a policy you have purchased through Virgin Money's partner, Lifebroker please refer to the Lifebroker complaints process.

    If you would like to make a complaint for a policy purchased before 1 April 2021, please refer to the information below.

    At Virgin Money, we recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. If you have a complaint about our products, service staff or the handling of a complaint (including our obligations under the Life Insurance Code of Practice) please contact us to let us know your concerns. We will do all we can to resolve your complaint as quickly as possible.

  • Step 1. Contact our Customer Care team

    The first thing you can do is, let us know what has occurred. You can:

    One of our customer service consultants may be able to resolve the issue immediately or within 5 business days.

    If your complaint cannot be resolved within 5 business days, it will be escalated to our Internal Dispute Resolution team.

  • Step 2. Contact the Internal Dispute Resolution (IDR) team

    If our customer service consultant cannot resolve your complaint within 5 business days, they will escalate your complaint to the IDR team. You may also contact our IDR team directly by:

    Phone: 1300 795 877, or +61 2 9081 6831 for overseas callers
    Email: IDRcomplaints@tal.com.au
    Post: Reply Paid, GPO Box 5380, Sydney NSW 2001

    To help the IDR team deal with your complaint quickly, please include the following information:

    • The word 'Complaint' in the heading or subject line
    • Your name and contact details, including your daytime phone number and email address
    •  Details of your complaint 
    • Copies of any relevant documents
    • Your desired outcome

    We recommend you keep a copy of your complaint and original documents for your records.

     

    How long will it take?

    The IDR team will acknowledge receipt of your complaint in writing within 1 business day or as soon as practicable. They will also make an arrangement with you for keeping you regularly informed about the progress of your complaint.   

    We always aim to resolve your complaint as quickly as possible.  If the IDR team is unable to resolve your complaint within the maximum timeframe (30 days), they will inform you of the reasons for the delay and let you know when to expect a response to your complaint.

    If you are unhappy with the delay or response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) as outlined below.

  • Step 3. Contact the Australian Financial Complaints Authority (AFCA)

    AFCA provides fair and independent financial services complaint resolution that is free to consumers.  If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with AFCA:

    Website: www.afca.org.au
    Email: info@afca.org.au
    Telephone: 1800 931 678 (free call)

    In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

    Time limits may apply to complain to AFCA, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances may expire.

  • Do you need assistance to make a complaint?
    • If you are deaf or have a hearing or speech impairment, you may like to use the National Relay Service (NRS). The NRS can be contacted on 1300 555 727. 

    •  The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 13 14 50.

    • You can also authorise someone to make a complaint on your behalf.  You will need to confirm your authority in writing. You can amend or withdraw this authorisation at any time.

    •  Please let us know if you need additional assistance to make a complaint and we will let you know the options available. We always aim to accommodate any request to make it easy for you to lodge a complaint.

    Our Life Insurance products are issued by the insurer, TAL Life Limited. All complaints relating to these products will be handled by TAL in accordance with TAL’s complaint management process. For more information, TAL’s Public Complaints Policy can be downloaded in PDF in the following languages:
    • English
    • Arabic (العربية) 
    • Simplified Chinese (中文(简体)
    • Vietnamese (Tiếng Việt)