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.
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:
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:
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
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:
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.
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.
Long Term Ombudsman
Address: Private Bag X45, Claremont, 7735
Tel: +27 86 662 8376 / +27 21 657 5000
Fax: +27 21 674 0951
Short Term Ombudsman
Address: PO Box 32334, Braamfontein, 2017
Tel: 0860 726 890 / +27 11 726 8900
Fax: +27 11 726 5501
Address: PO Box 74571, Lynwood Ridge, 0040
Tel: +27 12 470 9080
Fax:+27 12 348 3447
Financial Services Board
Address: PO Box 35655, Menlo Park, 0102
Tel: 0800 11 04 43 / 0800 20 20 87
Fax: +27 12 346 6941