About Us

Insurers are all the same, right? They’re about those premiums, premiums, premiums – no pay-outs. Virgin Money Insurance wants to turn that frown upside down in the insurance business. And you want the same thing too, which is why you’re reading this page right now. Because taking out insurance should be simple, not a pain in the bonnet.

Virgin Money Insurance’s range of insurance products is straightforward, so that you don’t get forced to pay for bells and whistles you don’t really need. Plus you’ll get amazing service from a team of real people, who know how much being put on hold sucks.

Virgin Money Insurance is underwritten by the folks at AIG (a subsidiary of American International Group, Inc. [AIG]) to bring insurance with heart to the masses. They’re the company insuring Virgin Galactic – that’s right, they insure space shuttles! So you can be sure your car, home and loved ones are in good hands.

Virgin Money Insurance aims to provide you with comprehensive cover that isn’t going to break the bank. Or your heart.

Virgin is one of the world’s most recognized and respected brands, employing approximately 50,000 people, in over 50 countries. To find out more go to http://www.virgin.com.

Tell us if you aren’t happy

As our customers are the heart of our business we always aim to keep them happy. We’re human too, so we do sometimes get it wrong. When that happens, please let us know, so that we can sort it out swiftly. Every complaint is important to us, as we are passionate about learning from you on what we can do better.

A Complaint is any oral or written expression of dissatisfaction, whether justified or not, which alleges that either Virgin Money Insurance, AIG as the underwriter or an authorized third party, in connection with the provision of, or a failure to provide, VMI products or services, has engaged in:

  • unfair; unreasonable or inefficient business practices;
  • conduct in violation of applicable law or regulation; or
  • unethical conduct.

A complaint does not, however, include a normal query from a customer that goes no further than an initial discussion.

Under this definition, complaints may pertain to, but will not be restricted to:

  • The sale of an insurance product, including the conduct of employees of intermediaries
  • The sales process / customer journey, such as the usability or accessibility of sales channels
  • The content and provision of policy documentation
  • The appropriateness and content of any advertisement, promotions or sales literature
  • The administration of a policy / the level of service received
  • The handling of claims / the level of service received / the time taken to make a decision
  • The relevance of investigations undertaken in respect of a claim / the appropriateness of policy; terms applied / the claim decision itself / the issuance of payment; and
  • The invitation of renewal / the issuance of renewal documentation”

Log your complaint with us

If you wish to register a complaint either verbally or in writing, please note our contact number, postal address, fax number and email address:

Contact number: 0861 50 60 70
Address: 1st and 2nd Floor , Sandown Mews West, 88 Stella St, Sandown
Email: .(JavaScript must be enabled to view this email address)

When logging a complaint, the following information is required:

When you send in your complaint please give us as much detail as possible. Clearly state why you are dissatisfied and if possible send us documentation that might help to assess the complaint. 

The following information is required:

  • Name and Surname
  • ID / passport number
  • Policy and / or claim number
  • Your preferred communication including the relevant details
    • Fax
    • Email
    • Mobile
    • Telephone
    • Postal

We will send you a unique reference number, once we receive your complaint. Your complaint will be sorted out as quickly as possible, by your own personal complaints champion, who will contact you directly.

You will get feedback within 48 hours, which is in line with our Standard of Service.

Our complaint management processes:

  • support our commitment to openness and transparency in handling complaints about our products, processes and services
  • enable us to capture and analyse complaint information to determine a speedy resolution
  • are designed to identify opportunities for improving customer satisfaction with the delivery of products and services, and enhance the customer relationship.

If you are not completely happy with the outcome of the complaint, you can ask for a detailed explanation. You will also be advised of additional steps you can take, including contacting the relevant Ombudsman. See below for contact details.

Contact Details

Long Term Ombudsman

Email: .(JavaScript must be enabled to view this email address)
Address: Private Bag X45, Claremont, 7735
Tel: +27 86 662 8376 / +27 21 657 5000
Fax: +27 21 674 0951

Short Term Ombudsman

Email: .(JavaScript must be enabled to view this email address)
Address: PO Box 32334, Braamfontein, 2017
Tel: 0860 726 890 / +27 11 726 8900
Fax: +27 11 726 5501

FAIS Ombudsman

Email: .(JavaScript must be enabled to view this email address)
Address: PO Box 74571, Lynwood Ridge, 0040
Tel: +27 12 470 9080
Fax:+27 12 348 3447

Financial Services Board

Email: .(JavaScript must be enabled to view this email address)
Address: PO Box 35655, Menlo Park, 0102
Tel: 0800 11 04 43 / 0800 20 20 87
Fax: +27 12 346 6941

Confidentiality Clause - The customer (“Client”) hereby consents to the terms of the Privacy Policy available at http://www.aig.com or by requesting a copy from the Compliance Department at AIG South Africa. By submitting information to AIG relating to any identifiable individual, the Client represents that it has authority to provide that Personal Information to AIG. With respect to any individual about whom the Client provides Personal Information to AIG, the Client agrees: (a) to inform the individual about the content of this Privacy Policy; and (b) to obtain any legally-required consent for the collection, use, disclosure, and transfer (including cross-border transfer) of Personal Information about the individual in accordance with this Privacy Policy.