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Managing my policy

If you haven’t received an email from us with instructions on how to register and view your insurance documents, please email us at service@travel-insurance.virginmoney.com and we’ll email these to you within 1 working day. Please note, for data protection reasons, we can only send the documents to the email address provided at point of sale.

Please contact us via Live Chat by logging in to your account and then clicking on the “Chat with us” button or email us at service@travel-insurance.virginmoney.com to cancel your policy. We will give you a full refund if you cancel within the 14 days of the receipt of your documentation and you have not started a trip or made or intend to make a claim.

Your right to cancel within 14 days does not apply to Single-trip policies where the journey ends within one month of the policy purchase date.

Please note, for data protection reasons, we can only cancel a policy if the request is made via the same email address on the policy when purchased.

If you want to amend any of your personal details please contact us via Live Chat by logging in to your account and then clicking on the “Chat with us” button.

If you want to make a change to your policy cover including changing your dates or extending your trip, please contact our Team on 0330 175 8283. Please note, any amendment on your policy may result in a change in premium.

Questions about Covid Cover

Our Standard Covid cover is included within all policies at no extra charge. It provides you with:

  • Cancellation if you have a COVID-19 diagnosis within 14 days of your departure
  • Emergency medical treatment and repatriation if you contract COVID-19 abroad

Our Enhanced Covid cover provides you cover if the Foreign, Commonwealth & Development Office (FCDO) advice changes due to COVID-19 or you have to cancel your trip due to having to self-isolate or have had a bad reaction to a covid vaccination. This will cover any trip made within Europe. Please note, our Enhanced Covid Cover is not included as standard and must be added on to your policy for an additional premium. This is not available through a comparison website.

To be covered, you need to have received all doses of the COVID vaccine that you’ve been offered, including any booster jabs. You will also be covered if you can’t have the vaccine due to a medical exemption. If you have refused any doses of the COVID vaccine or any booster jab, then you won’t be covered for COVID related claims.

Who is covered

Our Family policy covers up to 2 adults and up to 5 children under the age of 18. If your children are 18 years or over, you may want to consider buying a Group Annual multi-trip policy. This can only be done through our call centre currently, so please call us on 0330 175 8283, Monday to Friday 9am-5pm, excluding Bank Holidays.

You can travel alone on all our policies if you are 18 years of age and over.

If you purchase your policy through the Virgin Money website, we have no upper age limit on our Single trip policies. For our Annual multi-trip cover you must be aged 80 or under at the start of the policy period.

If you purchased your insurance through a comparison site such as Moneysupermarket.com you must be aged 85 or under for Single trip policies, or 75 or under for Annual multi-trip policies.

Children under the age of 18 must be accompanied by an adult over the age of 18 named on the insurance policy for the duration of the trip.

Questions about Claims

When an airline cancels a flight, you are entitled to certain refunds and compensation from the airline.

We ask that before you contact us in relation to costs arising from the recent spate of flight cancellations that you first directly approach your airline, tour operator or packaged holiday organiser.

If you are unable to get a refund or compensation from any of the above companies and you paid for your trip with a credit card you may also be able to recover your costs through section 75 of the Consumer Credit Act or via a 'chargeback claim'.

If something doesn’t go as planned during your trip, help is just a phone call away:

  • Medical emergency assistance (24 hour) +44 (0) 1403 788 702**
    If in the USA or Canada call +1 877 311 3720 or Mexico, please call +1 786 206 9921
  • Claims (lost baggage, holiday cancelation, non-emergency medical and travel delay) +44 (0)1403 289 151**
  • Gadget claims 0330 175 7850

Or visit your claims portal to log a claim online.

Please note, claims for Gadget, End Supplier Failure, Scheduled Airline Failure and Medical Emergency cannot be logged though the claims portal.

Our helpful how to make a claim guide has everything you need to know.

If you need to make a claim you should contact your Travel Agent, Tour Operator, airline, accommodation, or credit card provider for a refund in the first instance.

Our helpful how to make a claim guide has everything you need to know. Alternatively, you can call our claims team on 01403 788 701.

What is covered

We understand that no two holidays are the same and so we offer six different travel insurance products direct from our Virgin Money website or through comparison sites such as MoneySuperMarket, all created to allow you to tailor your policy to suit your needs.

The benefits, limits and excesses within your policy are per person, per claim. Therefore, if you have a Couple, Family or Group policy, the limits and excesses will be for each of you individually.

To see your policy wording, please log in to your account.

You should ensure that each of the holidays you are planning will be covered by the policy you have selected.

This will all depend on what you want to be covered for and who you are travelling with. You may want to consider how much your holiday has cost you and whether you have any pre-existing medical conditions that you could potentially need emergency treatment for abroad.

If you are only planning to travel once in a year, then a Single trip policy could be more appropriate for you. Single Trip policies do cover you to travel to multiple destinations, but you will need to ensure that you advise us of all destinations at quote stage.

If you are planning to go on holiday more than once in a year, then an Annual multi-trip policy could be more cost effective and save you having to take out a new policy each time you travel. You’ll also be covered for Cancellation from the start date of your Annual multi-trip policy, offering you value and peace of mind from the start.

You should ensure that each of the holidays you are planning will be covered by the policy you have selected.

Turkey is covered under Europe. You can find more information within our quote journey by clicking ‘further information’ where we ask you what type of travel insurance you need.

For Single trip policies, the maximum trip duration is 90 days unless agreed by us in writing.

For Annual multi-trip policies, the maximum duration of cover available, unless otherwise shown on your Policy Schedule, is:

  • Red / Economy - 31 days
  • Silver / Standard - 45 days
  • Gold / Premium - 94 days

Our Red, Silver and Gold products, offered via our Virgin Money website provide you with Gadget cover as standard. The amount of cover will vary depending on what cover level you purchase (see ‘What do your policies offer’). All benefits are per person, per claim.

If you think you will need additional cover for your gadgets, we offer a Gadget extension which allows you to increase your coverage for theft, loss, accidental & malicious damage, up to £3,000 depending on what cover level you choose. This also includes £1,000 of cover for unauthorised usage of calls, messages, and downloads made from your gadget after it was stolen if there is no protection provided from your network provider.

For policies purchased through a comparison site such as MoneySuperMarket, Economy, Standard, Premium, there is no Gadget cover provided as standard, but you can add cover to your policy within the quote and buy journey, which will provide you with £1,000 of theft, loss, accidental & malicious damage & unauthorised usage cover, per person, per claim. This will be shown on your quote and welcome schedule.

We only offer Cruise Cover on Single Trip policies for an additional premium. If you are going on a cruise, this cover must be selected for your policy to be valid.

Cruise insurance provides cover for the specific activities and risks associated with cruise holidays such as increased cover for your personal possessions, cover if you're confined to your cabin and missed excursions, or cruise itinerary changes.

As cruise holidays cover many different destinations, please ensure you’re covered for each country you’ll be visiting. Cruise cover is only available on single trip policies, not annual multi-trip policies.

If you purchase/purchased a Red, Silver or Gold policy directly through the Virgin Money website, you can find a full list of sports activities covered as standard at no extra cost on page 65 of the policy wording.

If you purchase/purchased an Economy, Standard or Premium policy through a comparison website, you can find a full list of activities covered as standard at no extra cost on page 63 of the policy wording.

If an activity or sport that you’re looking to take part in is not listed within our policy wording, contact us on Live Chat and we’ll see if there’s anything we can do.

You won't be covered under this policy whilst taking part in Winter Sports unless you select this cover which will incur an additional premium. Winter sports insurance provides cover for emergency medical treatment caused by your participation in Winter Sports activities, the delay, loss, theft or damage to your ski equipment, cover for ski pack expenses, piste closure and avalanche closure.

If you purchase/purchased a Red, Silver or Gold policy directly through the Virgin Money website and selected Winter Sports cover, you can find a full list of Winter Sports activities that you will be covered for on page 67 of the policy wording.

If you purchase/purchased an Economy, Standard or Premium policy through a comparison website and selected Winter Sports cover, you can find a full list of sports activities covered on page 64 of the policy wording.

If an activity that you wish to take part in is not listed, please contact us via Live Chat by clicking on the “Chat with us” button and we can see if there’s anything we can do to help.

No, Virgin Money Travel Insurance does not cover business or voluntary work unless in a restaurant.

You are covered for bodily injury and illness whilst travelling when pregnant. Please check your transport provider’s guidelines before travelling as they may have restrictions.

There is no cover available for medical costs associated with normal pregnancy. This policy is designed to provide cover for unforeseen events, accidents, illnesses and diseases and normal childbirth would not constitute an unforeseen event. Any costs arising from your pregnancy or childbirth, if the expected date of delivery is less than 12 weeks (16 weeks for a multiple birth) after the end of the trip, are excluded.

Provided you have not already left the UK, a Virgin Money travel insurance policy will provide you with cover as soon as your purchase has been confirmed.

Yes, our Single Trip and Annual multi-trip policies cover holidays in the UK. You are covered for any trip not exceeding the maximum trip length as confirmed in your policy schedule, where you have pre-booked at least two nights’ accommodation.

Travel delay is not covered for any trips within the UK (except for trips to the Channel Islands).

The benefits, limits and excesses within your policy are per person, per claim. Therefore, if you have a Family or Group policy, the limits and excesses will be for each of you individually.

No, only UK residents who are registered with a UK GP can purchase travel insurance from Virgin Money. You must purchase travel insurance before leaving the UK, if you purchase a policy after leaving the UK there will be no cover and the policy may be void.

If any of your details change then you will need to contact us on 0330 175 8283 as soon as possible to update your policy.

If your details have changed and you travel without informing us of the changes then we may be unable to honour any claims which arise.