FAQs - Virgin Car Insurance


Taking out a policy
  • Q. Why buy online?

    A. You'll get a great 15%1 discount on car insurance and there are many other benefits when purchasing car insurance online:

    1. Do it when it suits you 24/7
    2. It can be up to 40% faster than doing it over the phone
  • Q. How long does it take until I'm covered?

    A. You can get a quote and buy online - 24/7. In most cases you can be insured once you complete a purchase either online or over the phone. To speed up the process please have on hand details of your car and driving record. You can be insured the day you take out a policy, or choose a later date for your cover to begin.

  • Q. I've got a quote, but I'm having trouble buying online, what should I do?

    A. Please call 1800 887 707 with your Quote Reference Number and we’ll give you a hand. We’re here to help Mon to Fri 8am to 5pm, Sat 8am to 2pm (AEST). Please note that we may have different offers available online and via our contact centre.

  • Q. How can I pay for my car insurance securely online?

    A. For your convenience and security we offer a number of different ways to pay for your insurance online. You can pay with your Visa, Mastercard or American Express or alternatively you can choose to pay via Direct Debit from your Bank, Credit Union or Building Society account.

  • Q. What happens if I don't disclose information about my driving record, past accidents or claims?

    A. This is called non-disclosure and affects an insurer's ability to accurately assess your risk or calculate the correct premium. It can lead to a claim being paid only in part, or not paid at all and/or your policy being cancelled.

  • Q. What happens to my discount in the 2nd year?

    A. The 15% online discount applies to Virgin Car Insurance Price Saver only in Year 1.

  • Q. Are there any ways I can adjust my premium?

    A. We can help you get the right price with a policy that best suits your needs. You can:

    • restrict drivers by age (which will reduce the premium)
    • increase your excess
    • reduce your windscreen excess
    • apply for a 'no claims discount'

    If you’re a good driver and we have all the right information about you to evaluate your risk level effectively, you can also expect to pay lower premiums. (For all the detail, see our Product Disclosure Statement).

  • Q. How is the cost of car insurance – the premium – calculated?

    A. Car insurance premiums are calculated based on the level of risk our insurance underwriter, Auto & General Insurance Company Ltd (AGIC), associate with you and your car. There are multiple factors that differentiate you and someone else that will contribute to the assessment of that risk.

    When looking at risk, factors considered include the make and model of the car, the age of the driver/s, the driver's history, whether the car is under finance, frequency of claims and where you live. (For example, not all insurers treat each suburb the same. In addition, where you park the car at night will often affect your premium.) AGIC's underwriting is more comprehensive than most other car insurers, which allows them to offer competitive rates to Australian drivers.

General cover & No Claim Discount
  • Q. What am I covered for with comprehensive cover?

    A.  Virgin Car Insurance has two products offering Comprehensive cover:

    1. Price Saver. You can receive 15%1 off when you purchase Price Saver online.
    2. Price Promise. Available for those who prefer to speak to one of our friendly Customer Care team. Please keep in mind that what you're covered for is different to our Price Saver, for this product we promise our price will stay the same in year 2, if your situation stays the same.

    To see what cover is included in each product, view our comparison table.

  • Q. What's the difference between Comprehensive, Third Party Fire and Theft and Third Party Property?

    The following information is a summary only. See our Product Disclosure Statement for all the detail plus the full terms & conditions. Comprehensive cover means you're fully protected against all manner of accidents, whether you or someone else is at fault. Your car is also protected should someone break in, steal it, vandalise it or set it alight.

    • Third Party Fire and Theft cover gives you protection against damage caused by your vehicle to another's property, plus cover should your car catch fire or if someone steals it. It's for cars valued at less than $20,000 and offers limited cover if your car is damaged by an uninsured vehicle and the accident is their fault.
    • Third Party Property cover gives you protection against damage that's been caused by your car to someone else's property, and limited cover if your car is damaged by an uninsured vehicle and the accident is their fault.

    Ready to go? Get an online quote

  • Q. Do you cover my car for business use?

    A.  Yes, if you've chosen business use cover, however we don't cover business use for:

    • carrying passengers or other people's goods for payment
    • paid driving tuition
    • unpaid driving tuition of a person who is excluded on the Insurance Certificate by name or age, or a household member that is not listed on the Insurance Certificate
    • hiring the car to other people
  • Q. What's the difference between 'market value' and 'agreed value'?

    A.  Market value is the reasonable cost to replace your car with one of the same make, model, age and condition at the time of loss or damage. It doesn't include any allowance for warranty, stamp duty, transfer costs or dealer profit. Agreed value is the amount we agree to insure your car for during each term of insurance. The value may change each time you renew the policy.

  • Q. What’s a no claims discount and how does it affect premiums?

    A. It's a discount applied to reduce your premium that's calculated on your years of driving experience and claims record. As you gain more years of claim-free driving you receive a discount from the full-priced premium until it reaches a maximum discount (also known as Rating 1). This is because we believe you’re less likely to make a claim than a less experienced driver or a driver with a poor driving record.

  • Q. Can I protect my no claims discount?

    A. Yes, it may be protected for a small additional premium, provided:

    • you hold a maximum five years no claim discount
    • you haven’t had an at-fault claim in the past two years.

    This protection will allow you to make one claim during the current period of insurance, or two claims in a three-year period without affecting your NCD.

  • Q. What happens to my NCD if I make a claim?

    You won’t lose any NCD on renewal following a window glass claim, or if the other car in a collision is entirely at fault and the driver is identified to us. For other claims, your NCD may be reduced at renewal.

    You can protect your Rating 1 (maximum no claims discount) by selecting our NCD protection option. This allows you to have one claim per 12-month policy period, or up to two claims in three years without affecting the rating.

    If you have NCD protection with us for two consecutive claim-free years, you qualify for a Rating 1 for life (which means all car insurance claims have no impact on your NCD for as long as you have NCD protection). 

  • Q. What are the best ways I can save money on car insurance with Virgin Money?

    A.  There are several ways to make your premium more affordable. These include:

    • restricting drivers by age
    • choosing a higher excess
    • installing a combined alarm and immobiliser to reduce the risk of car theft.
  • Q. What payment plan options do you offer?

    A.  You can choose to spread the cost of your insurance by paying in monthly instalments instead of one bulk sum. If you choose to pay by the month, please make sure payments happen on time (or your policy may be cancelled without notice).

  • Q. What personal belongings are covered?

    A.  Cover for personal belongings is different across our Comprehensive cover policies. Check out our Compare Cover types page to find out applicable cover limits. Please read our Product Disclosure Statement for all the detail.

  • Q. Who is the underwriter for Virgin Car Insurance?

    A.  Our policies are underwritten by Auto & General Insurance Company Limited, an Australian insurance company regulated by APRA and a member of the Insurance Council of Australia. They provide insurance solutions for millions of policy holders worldwide.

Managing your policy
Claims and excess
  • Q. I’ve had an accident – what should I do?

    A. To help you collect the relevant information in the event of an accident, we’ve created a step by step crash log. Remember to keep it handy in your glovebox, just in case.

    If you’ve had an accident, and assuming you’re physically able to, you should:

    • Make sure you and anyone else involved is safely off the road.
    • Call 000 if there are injuries or hazards.
    • Get the details of the other drivers – name, address, contact number and registration number – and give them yours (it’s a legal requirement; if anyone refuses, call the police).
    • Try to get the names, addresses, and contact numbers of any witnesses.
    • If possible, take photographs at the accident scene.
    • If your vehicle is un-driveable, call us on 1800 662 884 to organise a tow or, if you prefer, book your own.

    Make a claim


  • Q. How do I make a claim?

    A. To assist you in collecting the relevant information about an accident, we’ve created a step by step Crash Log. Remember to keep it handy in your glovebox, just in case.

  • Q. What happens if my car is stolen?

    A. Try not to panic. The first thing you should do is report it to the police and ask for an incident number. If you have Comprehensive cover or Third Party Property, Fire & Theft, call us on 1800 662 884 with the incident number and we’ll make a start on your claim to have it sorted as soon as possible.

  • Q. Who repairs my car?

    A. For your convenience, we may appoint a repairer from our repair network to conduct the repairs, determine the most suitable method of repairs based on the damage to the car and manage the entire process on your behalf.

    Or, if you have purchased the Choice of Repairer option you may choose to nominate your preferred repairer. Please note that should our assessor consider a repairer’s quotation is not competitive, or that the repairs would not be completed to a satisfactory standard, we may decide not to authorise repairs and have the car repaired by an alternative repairer chosen by us, or pay you the reasonable cost to satisfactorily repair the car, as determined by us.

  • Q. Will I get a hire car while my car is being repaired or if it is stolen?

    A. Our Comprehensive cover automatically includes a hire car if your car is stolen or if it is involved in a no fault accident.

    If we agree to pay your claim for the theft of the car, we will reimburse you the reasonable cost of hiring a similar car, until the car is recovered and repairs have been completed, your claim is paid, or up to a maximum period of 14 days, whichever occurs first. The maximum payable under this benefit is $1,000.

    If we agree to pay your claim for a no fault accident, we will arrange for a compact hire car for you to use until the car is repaired, your claim is paid, or for a maximum period of 14 days, whichever occurs first.

    If you purchase the Accident Hire Car option, after we agree to pay your at fault claim we will arrange for a compact hire car for you to use until the car is repaired, your claim paid, or for a maximum period of 14 days, whichever occurs first.

  • Q. If I make an insurance claim, what will my excess be?

    A. You’ll be required to pay:

    • Your Basic Excess
      ...as well as any additional excesses that apply, namely:

    • driver is under 24 years of age inclusive
    • driver has not held a full Australian licence for at least two years
    • driver is not listed on your insurance certificate

    The dollar amounts of your Basic Excess and the additional excesses are shown on your insurance certificate and can also be viewed in your online account.


  • Q. Can I change my excess?

    A. Yes – you can change your Basic Excess at any time. If you increase your excess, we’ll lower your premium (and vice-versa).

  • Q. When do I pay the excess?

    A. If an excess is applicable to your claim and your car is repairable, we’ll ask you to pay the excess before the repairs start.

    If your vehicle is written off, we’ll deduct the excess from the final settlement amount we pay you.