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Helpful information for existing customers

If you need to make a claim for cancelling or cutting your trip short, please contact your airline, travel company or credit card provider for a refund first. That’s because travel insurance only covers costs that you’re unable to get refunded. We’ll ask for evidence of this – so please don’t submit your claim without it.

And remember, if you’re planning a trip it’s important you check the latest guidance from the Foreign and Commonwealth Office (FCO) Link opens in a new window. Your travel insurance won’t cover you for any claims if you travel against the FCO’s advice.

Finally, we’re much busier than usual. And it’s taking us longer to process claims right now. The guidance below will help keep things smooth and efficient for you – and for everyone. Thanks for bearing with us.

Coronavirus update

The unprecedented disruption that coronavirus is causing across the travel industry means that we have had to take a difficult decision and temporarily pause new travel insurance sales.

This is a decision that we have made reluctantly, but we want to put all of our focus on our existing customers to make sure they continue to receive the service that they expect from Virgin Money.

All existing policies will still be valid, annual renewals will continue to be offered, and our contact centres remain open. If you’re an existing customer and you have questions about how coronavirus affects your travel insurance, please visit our frequently asked questions or speak to us on live chat.

Travel is in our Virgin DNA and we hope to be able to help new travellers again very soon.

Check your policy terms and conditions


Travel insurance - what's covered?

Everything that we cover

View the full list

Get in touch

Live chat

The fastest and simplest way to get the answers you're looking for. We're here from 7am to 10pm, Monday to Friday.

Because we are experiencing higher call volumes than usual, please don’t call us unless you are due to travel within the next seven days – this will help us to prioritise customers who are most in need.

If your query is less urgent, you can also email us at

Reason for callingPhone numberOpening times
Emergency medical assistance0207 748 8908We're here 24 hours a day, 7 days a week
Servicing and general enquiries0330 400 1250We're here from 9am to 5pm Monday to Friday, including Bank Holidays
Speak to someone to make a claim0330 400 1265We're here from 9am to 5pm Monday to Friday
Call charges and information
03 numbersSame as calls to 01 or 02 numbers and they are included in inclusive minutes and discount schemes in the same way.
084 numbersMaximum of 7p per minute, plus your phone company's access charge.
087 numbersMaximum of 13p per minute, plus your phone company's access charge.
0800 numbersFree from UK landlines and personal mobile phones.

Can't find what you're looking for?

View our travel insurance questions and answers

View our questions and answers

Stay safe and secure

It's important to keep an eye out for fraud and scams, especially during times of change. To keep yourself safe, please follow these five rules:

  1. Never disclose security details, such as your PIN or full banking password
  2. Don't assume an email, text or phone call is authentic
  3. Don’t be rushed – a genuine organisation won’t mind waiting
  4. Listen to your instincts – you know if something doesn’t feel right
  5. Stay in control – don’t panic and make a decision you’ll regret

If you'd like to know more, please visit our Staying Safe Online pages.

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