Virgin Home Insurance

They took 2 months and many phonecalls and emails to cancel our policy. Told us they would refund if we could prove we asked to be cancelled. When we proved it theres suddenly a cancelation fee!!

Save yourself!

Virgin sent me a 'renewal' pack saying it would start again on the same date last year. It listed my details and said ring if anything has changed. However, there was nothing at all saying what the price was going to be. I had to ring up to find this out. Last year it was 233 pounds which was a good deal. Clearly they play the game of getting you to sign up then do a sneaky 515!! renewal. If I hadn't of rang up then this would have gone through automatically! I hate companies that try this all the time, but I have never had something as ridiculous as that. I made no claims whatsoever I should add. The guy couldn't explain why it was so much higher and then tried to flog me it for 350! Disgusted!!

Yet another complaint about the so called wear and tear cop out I rang to report that my chimney stack had worked loose along with the flashing in heavy wind only for some assessor to come out and say it was down to wear and tear he wrote is report out in the car and even printed it then passed it to my wife and said sorry and that was that what's the point in having insurance if you can't use it it's not as if I go on my roof every day to inspect it not happy carn't wait for policy to finish will be going else where

We recently called virgin home insurance to have building and contents insurance for our new home. As required by Solicitor I asked SALES team If I can have my policy documents immediately either by Fax or Email and she promise me she will arrange my documents to be sent to me either by email or fax. At the end when I made payment she transferred me to Customer Service so they can email or fax me. When I talked with them they said I misled by sale, We cant do that as we are just broker so he transferred me to some where else. and they transfer my call to back again to customer service.

Nightmare started from here. I called back to sales and spoke with them and he told me he will arrange to fax me at the end of day before 6 O clock but we never receive Fax. Then next day I called to cancel the policy and the lady said she cant cancel because this is joint policy. Next day we called again me and my wife and spoke to customer service lady, she confirmed from both of us(me and my wife) and told us policy is cancelled.

As we have only 14 days grace period. I called today again to make sure they cancelled the policy as have not received refund. Now the lady we spoke CS she made error and she did not put in notes when she spoke to us. So policy is not cancelled yet. they still need to speak to us.

IN SHORT:

Now Regarding phone , line breaking , poor voice , its very hard to hear

No coordination in between departments,

Sale unaware what customer services can do and both accusing each other

over all awful service

THYE DELIBERATELY DONT LOGGED CALLS IF YOU WANT TO CANCEL POLICY AND PHONE LINES ARE SO BAD.

COMPLAINT SECTION ON THERE PAGE EVEN DONT HAVE ANY PHONE NUMBER AND IF YOU SENT EMAIL (I have not received reply so far) ,

During the 2 year period I have had Insurance with Virgin I have forund them to be totally unhelpful and sometimes rude. I recently contacted them about some damage to my property and they have now attempted on 2 occasions to decline the claim, each time I have argued the case and proved them wrong and they have now come up with a third reason to try and get out of the claim.

What ever you do don't be fooled by a cheaper quote from this company, they will wriggle every way they can to try to get out of a claim

Like another review I have been told that my claim and damage is due to wear and tear rather than the accidental damage that really happened.I am still fighting it. They left my family without heat and hot water before Christmas when it was sub zero. I eventualy told them I would have to pay up front and have a new boiler installed, which the assessor sanctioned IF the old boiler could be examined. A plumber arrived and simply stood next to it and I now have a letter which states they will not pay out. The plumber who fitted the new one is prepared to meet on site with their assessor but they refuse to do so. DO NOT HAVE VIRGIN HOME INSURANCE

Virgin home insurance, what a mistake I have made there! Had home emergency cover, told this covers plumbing. Went downstairs at 6am, wated coming through the ceiling, phoned emergency number - doesn't work. Finally got through to main centre at half eight, told this wasn't an emergency, just wear and tear, so wasn't covered for plumbing, just water damage. Got a quote, which they then phoned the builder and knocked him back by 25% (and it was such a reasonable quote in the first place, we didn't claim for carpets etc, we dried them out). We also had to pay £150 excess. Still not got the money a month later and due to have a baby this week. They may be cheap, but that's because they are rubbish in my opinion! I wouldn't rate them one out of five, but I couldn't submit this review without putting in a rating!

I would never recommend Virgin home insurance. Had a claim for the first time in November 2007 and still waiting for my flooring to be settled (august 2008). Gave me £147.50 to replace laminate flooring with me to pay £100 excess on top. Went to shops listed in brochure, every one laughed at me when told them i had £250 bugjet. Sent 3 quotes in, still waiting to hear, ringing twice a day, holding for several minutes each time. Said they would ring me back, never do. Be warned:Dont expect a quick payout. Dont expect to get new for old.

I am currently in dispute with Virgin Home Insurance after they said I owe 2 months on a policy I cancelled at the end of September 2007 and expired on 1st October 2007. They have tried taking money from me 3 times and incurred charges once as i caught the last two. Virgins' answer is they never received a letter and no phone call was logged to cancel it. They also say if I send in a new home insurance they will back date it and refund bank charge but as I don't have home insurance they will do neither but will chase me for 2 months when I have only had one months cover (which i did not know) with no claims. Not good service and makes you realise how the company is making money