Information regarding claims

Claims support for our customers

To ensure our claims managers provide the best possible support to our customers, we have developed additional claims situations considering the ways in which COVID-19 might affect individual customers and their own circumstances. As an extension of this, Virgin Insurance has established a dedicated team with experts from our Claims team to investigate alternative solutions for customers who may be experiencing difficulty meeting the information requirements of the claims process, while supporting claims managers with technical advice, including medical evidence requests.

  • If I am currently on claim and are ill with COVID-19, am I covered?

    There are no general exclusions for COVID-19 in any of our individual life insurance policies.  If you are currently on claim, then you can be assured that you are fully covered for COVID-19, and continue to be paid in line with your policy terms and conditions.

  • If I am currently on claim, will I continue to be paid?

    Our claims payment and support process is the most important thing we do. Our claims teams are operating well and continue to be ready to support you through this challenging time, and we do not anticipate any significant delays to claims payments. Your claim will continue to be paid while you continue to meet your policy terms and conditions.

  • What if I need to lodge a new claim?

    Dealing with your claim as quickly as possible is a priority for us because we know it's important to you. When you make a claim with Virgin Insurance, you only need to speak to one person – your claims manager. They will be there to let you know what’s needed for your claim as well as answer any questions you may have. All claims will continue to be assessed according to the terms and conditions of your specific policy.

    To make a claim, get in touch. Please call 1300 814 990 (Mon to Fri, 8.00am – 8.00pm (AEST).

Existing customers

Our priority is to keep you informed about changes, help you understand what they mean, and provide support so you can make the right decisions for your own personal circumstances.

Existing customers are fully covered for COVID-19. There are no general exclusions for COVID-19 in any of our life and income protection insurance policies. If you are an existing customer of Virgin Insurance you can be assured that you are fully covered for COVID-19 in line with your policy terms and conditions. This includes all doctors, nurses and health professionals.

  • Suffering financial hardship and having difficulty in paying your premium for your existing policy?

    Virgin Insurance provides you with a range of ways to assist with the ongoing payment of premiums if you find yourself in financial hardship.  In light of the challenging circumstances surrounding COVID-19, we have taken further steps to strengthen and adapt our existing Financial Hardship Policy, providing you with additional options including increased flexibility around premium payments and ongoing insurance cover. If you have been directly impacted by COVID-19 and are concerned about your ability to meet your premium payments, please contact us on 1300 814 990.

  • Want to increase your level of cover?

    If you wish to increase your insurance cover with Virgin Insurance then please follow our normal policy increase application process.  If during the policy increase application and assessment process it is established that you have recently travelled abroad, are showing symptoms of COVID-19, or are in a high risk group then you may be individually assessed, and modified terms may be offered for the additional insurance cover only. These matters would be identified and assessed through our normal assessment process. Any new modified terms that are applied would only apply to the additional insurance cover and would not be applied to the insurance cover you already have in place under your policy.

  • If you have any specific questions on your policy, please contact the Customer Care team with your policy details on 1300 814 990.