Complaints Assistance

Virgin Home and contents Insurance Customers

  • If you have a problem or need to make a complaint

    At Virgin Money, we recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, the best place to start is to call our customer service team on:

    1800 662 884 for claims
    1800 724 678 for anything else

  • How long will it take?

    Our team will try to resolve your complaint immediately. Where this is not possible, our aim is to resolve your complaint within 14 business days. If your issue isn’t resolved within 14 days, please contact our dedicated Dispute Resolution Team on 1800 828 848.

  • If you’re not satisfied with the way your complaint is being managed

    If you are still unsatisfied, we will give you details of independent dispute resolution facilities, operated by Australian Financial Complaints Authority (AFCA). This includes an independent review panel.

    Phone: 1800 931 678 (free call)
    Mail: Australian Financial Complaints Authority GPO, Box 3 Melbourne VIC 3001

  • Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit their website