Complaints Assistance

Virgin Travel Insurance Customers

  • If you have a problem or need to make a complaint

    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. So if you’re unhappy with something, then please make sure you call our customer care team on 1800 134 419 or email us at VirginMoneyAustralia@allianz-assistance.com.au

  • How long will it take?

    Stage 1: We complete the review of your complaint and will provide a response within 15 business days, provided we have all necessary information and have completed any investigation required. If we cannot respond within 15 business days, we will let you know and agree on an alternate timetable with you. We will respond to your complaint in writing and tell you our decision including the reasons. If our Stage 1 decision does not resolve your complaint to your satisfaction, you may advise us that you wish to take your complaint to Stage 2.

    Stage 2: Your complaint will be reviewed by an Internal Dispute Resolution Officer, who will provide a Final Written Response (or Final Decision Letter) within 15 business days provided we have all necessary information and have completed any investigation required. We will keep you informed about the progress of our review at least every ten business days. If further information, assessment or investigation is required we will agree on reasonable alternative timeframes with you.

  • If you’re not satisfied with the way your complaint is being managed

    If our decision at Stage 2 does not resolve your complaint to your satisfaction, or if we do not resolve your complaint within 45 calendar days of the date we first received your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution stage of the complaint process.

    Online: www.afca.org.au
    Email: info@afca.org.au
    Phone: 1800 931 678 (free call)
    Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

    Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.

    • Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit their website https://www.ccmc.org.au/contact-us/.