My Virgin Money - Insurance

New enquiries

If you need more info or you've got a question
call 0800 917 5360
Our lines are open 8am - 10pm Monday to Friday, 8am - 6pm Saturday, 10am - 4pm Sunday.
Or email us at info@car.virginmoney.com

Existing policy holders

Customer services
For general enquiries and policy changes call on 0844 335 6604*
Lines are open 8am - 10pm Monday to Friday, 8am - 6pm Saturday, 10am - 4pm Sunday.
Or email us at info@car.virginmoney.com

Policy renewal
If your policy is due for renewal and you have a question call 0800 456 1174
Lines are open 8am - 10pm Monday to Friday, 8am - 6pm Saturday, 10am - 4pm Sunday.

Claims
To make a claim call 0844 335 6108*
For Breakdown Cover call RAC on 0800 107 4149
For Motor Legal Cover, Hire Car Cover or Personal Accident Cover claims call 0844 335 6108*
For Key Cover claims call Boomerang on 0871 230 1213*
Lines are open 24 hours a day, 7 days a week.

Calls will be recorded. *Max call charge from a BT landline is 5p per minute to 0844 numbers. 10p per minute to 0871 numbers. Calls from other networks may vary.

New enquiries

If you need more info or you've got a question
call 0844 917 5370
8am - 10pm Monday to Friday, 8am - 6pm Saturday, 10am - 4pm Sunday.
Or email us at info@home.virginmoney.com

Existing policy holders

Customer services
For general enquiries and policy changes call on 0844 335 6661*
Lines are open 8am - 10pm Monday to Friday, 8am - 6pm Saturday, 10am - 4pm Sunday.
Or email us at info@home.virginmoney.com

Policy renewal
If your policy is due for renewal and you have a question call 0800 456 1174
Lines are open 8am - 10pm Monday to Friday, 8am - 6pm Saturday, 10am - 4pm Sunday.

Claims
To make a claim call 0844 335 6137*
For Family Legal Assistance call 0844 335 6137*
For Key Cover claims call 0871 230 1213*
For Home Emergency Assistance call 0800 917 6244.
(If you bought Virgin Home Insurance after 19 January 2012 or renewed your policy after 19 February 2012, for Home Emergency Assistance call 01977 781 492).

Lines are open 24 hours a day, 7 days a week.

Calls will be recorded. *Max call charge from a BT landline is 5p per minute to 0844 numbers. 10p per minute to 0871 numbers. Calls from other networks may vary.

If you need to make a claim, call 0870 600 1341*
Lines are open 8am – 5pm Monday to Friday.

If you need to update your policy, call 0870 024 0212*
Lines are open 8am – 8pm Monday to Friday, 9am – 5pm weekends.

Helplines, call 0870 024 0663*
Services include 'Find a vet', 'Pet minder', 'Pet legal' and 'Bereavement counselling'. Our helplines are open 24 hours, 7 days a week.

Calls may be recorded.
*Max call charge from a BT landline is 7.91p per minute. Calls from other networks may vary.

New enquiries

call 0844 888 3900*
Our lines are open 8am - 10pm Monday to Friday, 9am - 5.30pm weekends and bank holidays.

Existing policy holders

If you need to make a claim or speak to us about an existing claim
call 0844 888 3902*
Lines are open 8.30am - 5.30pm Monday to Friday.

Make an emergency claim
call +44 (0) 207 748 8908

If you need to renew or amend your policy
call 0844 888 3901*
Lines are open 8am - 10pm Monday to Friday, 9am - 5.30pm weekends.

If you need the travel advice line
call 0207 748 8908
24 hours a day, 7 days a week.

Calls will be recorded. *Max call charge from a BT landline is 5p per minute to 0844 numbers and 7.91p per minute to 0870 numbers. Calls from other networks may vary.

New enquiries

If you need more info or you've got a question

Existing policy holders

If your policy started on or after the 14th September 2009

If you want to speak to someone about any aspect of your life cover, please call the Friends Life team on 0845 602 9199. Lines are open 8.30am – 6pm Monday to Friday.

Making a claim

If you have been diagnosed with a terminal illness, please call 0845 602 9199 to talk through the claim form.

If you die your family or estate should get in touch as soon as possible, to find out what information is needed.

To make a claim, please call 0845 602 9199.
Lines are open 8.30am – 6pm, Monday to Friday.

Or write to:

The Claims Department
Friends Life
PO BOX 1550
Salisbury
SP1 2TW

If your policy started between 31 December 2005 and 31 August 2009
call 08456 01 96 45
Lines are open 8.30am – 6pm Monday to Friday.

If your policy started before 31 December 2005
call 0800 073 1777
Lines are open 9am – 5pm Monday to Friday.

Calls may be recorded. Max call charge from a BT landline is 3.9p per minute to 0845 numbers. Calls from other networks may vary.

Call us on one of the numbers below:

For claims 08456 01 96 45
8.30am – 6pm Monday to Friday.
If you need to speak to us about a claim.

Existing policy enquiries 08456 01 96 45
8.30am – 6pm Monday to Friday.
If you’ve got a question about your existing policy.

Calls may be recorded. Max call charge from a BT landline is 3.9p per minute. Calls from other networks may vary.

At Virgin Money we are committed to providing outstanding customer service, so if you're unhappy with something, then please make sure you let us know by contacting us in any of the following ways:

Letter:
The Service Quality Team
Virgin Money
Discovery House
Whiting Road
Norwich
NR4 6EJ

Fax:
01603 215 700

email:
info@virginmoney.com

Please remember, information sent by e-mail may not be secure, so we'd suggest you follow our policy of not sending any details of a personal or sensitive nature by e-mail. You can simply give us a call on the numbers listed for existing customers or if you have a Savings and Investment product log on to Online service and use the secure messaging facility.

Financial Ombudsman Service

We aim to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service.

Contact Details for the Financial Ombudsman are as follows:

Address
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone
0845 080 1800

Email
complaint.info@financial-ombudsman.org.uk

Website:
www.financial-ombudsman.org.uk