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Your Virgin Money Travel Insurance claims

If you've not used the claims portal before, you'll need to register here first.

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Missing airline points

Find out how to claim missing points from your flight with Virgin Atlantic or one of our partner airlines.

How to claim points back from your flight

Are you missing some points from a recent flight?  Find out how to claim points from Virgin Atlantic and our partner airlines below.

Flown recently but not yet a member of Flying Club?

You can claim any points you’ve earned up to six months after your flight.

Join Flying Club  ensuring your sign-up details match the name on your ticket.

Claim your points following the instructions on this page

Here's some things to bear in mind

Please allow 72 hours after your flight for Virgin Atlantic points to show in your account.

Claims can be made up to 6 months after you travel.

You are unable to claim for flights that have not yet flown.

Names on any documents must match the name on your Flying Club membership.

Need a little help?

Virgin Money and Virgin Red offer exclusive Travel Insurance rewards for Virgin Red members

We know taking travel insurance out can be one of the least exciting ‘To Dos’ when planning for a trip, but that's all about to change with Virgin Red and Virgin Money . Virgin Red members will be rewarded for taking out travel insurance, so you can explore the world feeling safe and spoiled.

Virgin Money Annual Multi-trip Travel Insurance

If you’ve got a few trips coming up, Virgin Money’s annual multi-trip travel insurance will give you the peace of mind you need to truly relax.

What could be more relaxing than that? 3,500 Virgin Points that's what, from your friends at Virgin Red.

With Virgin Money’s Annual Multi-Trip insurance , you can choose up to 94 days’ worldwide cover per trip, with everything you care about covered – from your gadgets to your health.

Added benefits

Covid cover included - cancellation and medical expenses are covered by Virgin Money, as standard, if you’re diagnosed with Covid-19.*

Gadget cover as standard, plus optional extras​ - from Enhanced Gadget and Enhanced Covid Cover – to cover for winter sports, car hire excess, and more (fees apply).

On hand to help, 24 hours a day, 365 days a year - help is just a phone call away with Virgin Money’s worldwide medical emergency assistance helpline. ​

Your policy at your fingertips - looking after your policy is now a breeze, thanks to Virgin Money’s handy new online portal – from downloading docs to making a claim, all in one place.

*Please check your policy wording for full details and any exclusions.​

The Virgin Money travel insurance has three levels of cover : Red, Silver and Gold, so you can choose which suits you and your needs best.

Managing your travel insurance is a breeze. Simply register online then unwind knowing you can do anything from updating your personal details, to making a claim, all in one place. 

The fun part - spending your points

Virgin Red members are rewarded for everyday spending, and with everything from the biggest brands in retail, travel and entertainment to smaller treats or exciting new start-ups, there are so many different rewards which anyone would enjoy. Members can also use Virgin Points for good by supporting a number of different charities or helping develop technology to remove carbon from the atmosphere. 

What will you put your points towards? Your next flight, getaway or holiday? Navigating the world of Virgin Wines? Or another Virgin Red treat, experience or exclusive? Enjoy deciding.

Buy your travel insurance today with Virgin Red and Virgin Money and earn 3,500 Virgin Points.

Terms and conditions

Who can take up this offer? 

Virgin Red Members who are 18+ and resident in the UK. 

How do you take up this offer? 

It’s important that you follow these steps to make sure you are eligible for this offer. If you don’t, you might not get your points... and we don’t want that!

Buy a Virgin Money Annual Multi Trip Policy (the Policy) via the offer in the Virgin Red app or Virgin Red website.

You’ll see the offer listed in the “Earn Points” section of the Virgin Red app and website.

Just click on “Get Points” when you want to go ahead. This will link you to the offer page on the Virgin Money website.

From there, click on ‘Get a quote’ and fill in your policy requirements to receive a quote.

Make sure you choose the Annual Multi-trip Policy. The Policy start date must be within 45 days of buying the Policy.

When you’re happy to go ahead, pay for the Policy. o You will receive a confirmation email from Virgin Money.

You need to hold the Policy for at least 45 days to be eligible for the Offer before points are credited to your Virgin Red account. If you or Virgin Money cancel the Policy before 45 days, you won’t be eligible for points. 

This offer can’t be used in conjunction with any other offer. Points are only offered in year one of the policy. 

What is the offer?

If you meet the offer conditions, we’ll give you a Virgin Red promo code. You can redeem this code with our friends at Virgin Red to get 3,500 Virgin Points. 

We’ll send you an e-mail with your promo code within 28 days of you meeting the offer conditions. We’ll send your code to the e-mail you gave when you bought the Policy. The email will provide instructions on how to redeem the code within the Virgin Red app or website.

Your Virgin Red promo code can be used until 30 April 2023. Make sure to redeem your code before then.

Only one Virgin Red promo code will be generated per eligible Policy.

After you’ve redeemed your Virgin Red promo code, the points are added to your Virgin Red account. There is no specific expiry date for using the points. You’ll be free to use them in line with Virgin Red’s programme terms. You can find the terms here [ http://policies.red.virgin.com/terms ].

We thought we should highlight a few key things from Virgin Red’s terms: 

the points don’t have a cash value and they can’t be swapped for cash;

the available offers can change from time to time; and

the points cost for each offer can change too. 

Although we’ll be working closely with our friends at Virgin Red on this promotion, we aren't responsible for their terms, their marketing, or any of the offers available through their app. Just contact Virgin Red or the relevant offer provider if you have any questions about these topics. 

When can you take up the offer?

The offer will be available on an ongoing basis until we withdraw it. We can withdraw the offer without giving you any advance notice, but we’ll try to give some notice if we can.

The offer is subject to availability. This means we will definitely withdraw it when we’ve used up our stock of Virgin Red promo codes.

You don’t need to worry if we withdraw the offer when you’re part way through meeting the offer conditions. As long as you've bought the Policy before we withdraw the offer, you can still qualify. You’ll just need to continue to meet the rest of the conditions. 

What else do you need to know? 

You can only benefit from this offer once.

We’ll use your personal information to help us run the offer.

English law applies to the offer.

Standard Virgin Money Travel Insurance Policy conditions apply.

 If something goes wrong, we’ll try to fix it. If we can’t because it’s something we can’t control, or it’s not our fault, then we may have to change the offer. This includes suspending the offer or ending it early. We can make such changes without giving you notice. However, we’ll try our best to avoid making changes. And we’ll try to minimise any disappointment to you when we make changes. 

Who is the promoter?

We are Clydesdale Bank PLC trading as Virgin Money.

Our company number is SC001111.

Our registered office is 30 St Vincent Place, Glasgow, G1 2HL.

Virgin Red and Virgin Money give new customers 20,000 reasons to switch

Unlock Virgin Red: How to earn Virgin Points with a Virgin Money M Plus Account or Club M Account

Who wants to be a virgin points millionaire.

• Fly with Virgin Atlantic
• Upgrades and Extras
• Travel Insurance

Travel insurance

Cover yourself, your family and any other travel companions with our comprehensive travel insurance policy..

Our travel insurance is available exclusively to UK residents with up to £15,000,000 cover for medical expenses and up to £5,000 per person for cancellations.

If you are a British national travelling to a country where the FCDO advise against travel at the time you are due to depart, then your insurance policy may be invalid. This could include destinations which Virgin Atlantic are flying to.

Please check here for up to date information: https://www.gov.uk/foreign-travel-advice

  Covid-19 cover included

Covid-19 cover is included as standard with our travel insurance, to take care of the health and cancellation costs that arise should you fall ill or need to cancel due to Coronavirus.

 Cruise cover included

Our policy includes additional benefits including cruise connection, missed port, cabin confinement and excursions cover.

Key policy terms

Providing peace of mind for your trip

- Covid-19 cover for medical expenses and cancellation if you become ill or have to quarantine due to Covid-19

- Up to £15,000,000 medical assistance cover in the event of illness or an accident while away

- Up to £5,000 cancellation cover or if you have to cut your trip short

- Up to £2,000 in the event of loss, theft or damage to your personal possessions

Please ensure this insurance is suitable for the country you're travelling to.

If you are a British national travelling to a country where the FCDO advise against travel at the time you are due to depart then your insurance policy may be invalid. This could include destinations which Virgin Atlantic are flying to.

Please check here for up to date information:  https://www.gov.uk/foreign-travel-advice

Our partner, Allianz Assistance UK, is dedicated to providing answers to any questions, as well as claims information on  +44 (0) 20 8239 4030 .

Claim missing Points

Claiming missing points - what you need to know.

Please wait 14 days after a flight to make a claim. Points and Status credits can be claimed on flights taken within the last 6 months*.

Fill out the form below, including the flight number and departure date found on your e-Ticket or boarding pass.

You can claim on flights taken 30 days before you joined Velocity Frequent Flyer.

You can only earn on one loyalty program per flight.

Track your claims >

Claim missing Points from a Non-Airline partner

If you are missing Velocity Points from one of our non airline partners, please contact the respective partner directly within 3 months of the eligible transaction. Your claim will be assessed and processed by the respective partner. If you have any questions relating to the claim you must follow up directly with the partner.

You must have been a Velocity member at the time of activity, however you can claim missing Points for an activity completed within the 30 days prior to joining Velocity Frequent Flyer.

Contact details for each partner are listed below. Please note that not all partners accept retrospective Points claims. If the partner is not listed, retrospective Points claim is not available.

Successful claims for non airline partners will be credited to your account between 7 days to 6 weeks of submission, depending on the processing time of the partner.

To claim missing Points from Cover-More, email [email protected] with the following:

• Velocity membership number
• Member first name
• Member surname
• Date of transaction
• Value of transaction
• Policy number
• Someone will be in contact within 10 working days.

Please allow up to 14 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim.

Petinsurance.com.au

To claim missing Points from Petinsurance, email  [email protected] with the following:

• Purchase description

Virgin Money Credit Cards

Please call the Virgin Money customer care team on 13 37 39 .

For bonus Points, please allow up to 60 days for Points to be credited to your Velocity account after the qualifying purchases before raising a Missing Points Claim*.

For ongoing Points earn, please allow up to 15 days after the end of your statement period for Points to be updated in your Velocity account.

Virgin Money Home Loans

Please call Virgin Money customer care team on 13 81 51 .

Please allow up to 60 days for Points to be credited to your Velocity account after the settlement of your Home Loans before raising a Missing Points Claim*.

Virgin Money Insurance (Car and Home & Contents)

Please call the Virgin Money customer care team on 13 81 51 .

Please allow up to 90 days for Points to be credited to your Velocity account from Policy commencement date before raising a Missing Points Claim*.

Virgin Money Insurance (Life and Income Protection)

Please call Virgin Money Customer Care team on 13 81 51 .

Please allow up to 30 days for Points to be credited to your Velocity account after the qualifying period before raising a Missing Points Claim*.

Virgin Money Super

Please allow up to 10 days for Points to be credited to your Velocity account from the Points Issue Date before raising a Missing Points Claim*. Find out the relevant Points Periods and Points Issue Dates.

* If you have a claim for missing Velocity Points (Points which you believe should have been allocated to your Velocity Membership Account), you may raise a missing Points claim by contacting Virgin Money within three (3) months from the date the Velocity Points were scheduled to be allocated for an eligible transaction. The timeframes noted above are general only. Specific bonus Points campaigns may have separate timeframes for allocation of Points and you should consult the relevant terms and conditions before raising a missing Points claim. Virgin Money retains absolute discretion in relation to the allocation of Points. Where Virgin Money allocates any Points to you in error, it may, at its discretion, arrange that allocation of Points to be reversed. If your Velocity membership is terminated, any outstanding claims, unused Points and Status Credits associated with the Membership Account will be forfeited.

Virgin Active

To claim missing Points from Virgin Active, please contact Virgin Active via the Velocity tab in "mylocker” or email Virgin Active at [email protected] . In order to investigate your missing Points, your message will need to include:

• Velocity Member Number
• Phone Number
• Email Address

Virgin Mobile

Please call the Virgin Mobile customer care team on 1300 555 100 .

To claim missing Points from Europcar, please go to the Europcar website and follow the instructions to submit a claim.

To claim missing Points from Hertz, please go to the Hertz Frequent Traveler Credit website and follow the instructions.

To follow up on a missing claim please email Hertz at [email protected] .

To claim missing Points from Thrifty, please visit the Thrifty page and follow the instructions to submit a claim.

Le Club AccorHotels

Please log in to your Le Club AccorHotels account and follow the instructions, or call Le Club AccorHotels Customer Care at 02 8023 8787 .

Choice Hotels

Please email the Choice Priveleges Member Services team at [email protected] with the following:

• Full name of member
• Hotel name and location (including state)
• Date of arrival
• Date of departure
• Number of nights
• Copy of tax invoice (total amount spent)

Crown Hotels

Please email [email protected] with the following:

• Reservation number
• Hotel name and address

Hamilton Island

To claim missing Points from Hamilton Island, please go to the Hamilton Island website and follow the instructions to submit a claim.

Hilton Honors

To be eligible to earn Velocity Points for stays within the Hilton Portfolio of hotels and resorts, you are required to be a Hilton Hhonors member and Velocity member at the time of your stay and have Virgin Australia selected as your Preferred Travel Partner. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

If Points are not credited to your Velocity account after 6-8 weeks after completing your stay please log-in to your HHonors account and file a Missing miles/stay claim.

Alternatively email [email protected] with the following details:

• Hilton Honors Member number
• Member Surname

Intercontinental Hotels Group (Intercontinental Hotels and Resorts, Crowne Plaza Hotels and Resorts, Holiday Inn Hotels and Resorts, Hotels Indigo, Express by Holiday Inn, Staybridge Suites and candlewood Suites)

To be eligible for Velocity Points, you are required to be a Priority Club Rewards and Velocity member at the time of your stay and have Virgin Australia selected as your Points Earning Preference with these accommodation partners. Please allow up to 4 weeks for your Points to be allocated to your Velocity account before submitting a missing Points claim.

If Points are not credited to your Velocity account after 4 weeks, please submit a missing points/miles form. Alternatively, members from Australia can call the IHG Rewards Club Service Centre on 02 9935 8362 (toll charges apply).

If Points are not credited to your Velocity account within 6 weeks or your stay, please email [email protected] with the following:

• Transaction number
• Transaction amount

Staywell Hospitality

This partner does not accept retrospective Points claims.

Virgin Limited Edition

Please email [email protected] with the following:

• Property of stay
• Member email

Note: Points Earn for Virgin Limited Edition is strictly available only on bookings for Kasbah Tamadot, Nevker Island, The Lodge, Ulusaba and The Roof Gardens.  

Toga Far East (TFE) Hotels (Adina Apartment Hotels, Medina Serviced Apartments, Rendezvous, Vibe, Travelodge, Hotel Kurrajong)

Please email [email protected] with the following:

Laithwaites Wine

People Please email [email protected] with the following:

• Laithwaites Wine customer number
• Date of purchase
• Order number

Alternatively, you can contact Laithwaites Wine People on 1300 362 629 .

Virgin Wines

Please email [email protected] with the following:

• Virgin Wine customer number
• Alternatively, you can contact Virgin Wines on 1300 712 870 .

Cruise Pilot

Please email [email protected] with the following:

• Jetpets booking number
• Date of carriage
• Departing Port
• Arrival Port

Virgin Australia Holidays

Upon completion of travel please allow up to 6 weeks for Points to be credited to your Velocity account before raising a Missing Points Claim.

If Points are not credited to your account after 6 weeks, please email the details below to [email protected] with the following:

• Membership number
• Travel start date (DD/MM/YYYY)
• Virgin Australia Holidays 7 digit booking reference number
• Destination
• Points amount
• Dollar amount

Please note that providing insufficient details may result in your claim being declined.

If eligible for earn, please allow up to 30 days for missing Points to be credited to your Velocity account.

Find out how to claim your missing Points

How to File a Travel Insurance Claim

W hen it comes to travel, there are generally two types of people: people who cannot travel as it is too expensive and those who budget $4,000 per year for vacations, according to Forbes. Travel is costly, so people often purchase travel insurance to safeguard their financial investment from unforeseen events like illnesses, luggage delays, personal emergencies, and more.

When policyholders pay honest money for an insurance policy to offer protection, they want to be able to reap the benefits of the travel insurance claim. If your travel insurance company has denied payment, our tips on how to properly file a travel insurance claim may be helpful.

Why Buy Travelers Insurance?

Travel is generally less stressful with vacation insurance — it is packaged as a wise investment that can protect you against financial losses due to unexpected events. For instance, the U.S. State Department highly recommends international travel trip insurance as Medicare and Medicaid often do not cover overseas medical costs.

The travel insurance premium is relatively small compared to the non-refundable trip costs you could lose in a bad situation. It is particularly worth it if your trip involves non-refundable costs, international travel, or travel to a remote area with limited healthcare facilities or regions prone to natural disasters.

Some of the primary reasons people buy trip insurance are to help offset:

• Emergency medical services and treatment
• Cancellations due to a sudden illness or serious health condition
• Emergency evacuation
• Loss of a friend or family member
• Compromised destinations
• Delayed or lost luggage
• Trip interruption or cancellation

What Is Not Covered By Travel Insurance?

The best insurance policies cover basic and common travel risks and bundle different coverage types related to trip cancellation, medical issues, luggage or trip delays, and more. Travel insurance is not meant to cover all foreseeable events, and every policy will address exclusions differently. Examples of potential limitations are:

• Tropical storms, hurricanes, and other dangerous weather conditions
• Certain medical issues
• Acts of war
• High-risk behavior involving drugs, unlawful acts, or riots
• Government-imposed restrictions

Travel insurance claims submitted without proper documentation or cancellation for reasons not covered by your travel policy are surefire ways to prevent coverage and reimbursement. This is why it is helpful to understand travel insurance coverage properly and take appropriate actions before assuming foul play.

Can You Cancel Travel Insurance and Get a Refund?

Most travel insurance carriers allow refunds, depending on when a policy is canceled and if there is a money-back guarantee. Most insurers ask that the policy be revoked during the review period outlined in the contract terms to qualify for a complete travel insurance refund. If the review period has passed, then policyholders might be eligible for a partial refund or not qualify for one at all.

What To Do if a Travel Insurance Claim Is Denied

If your travel insurance claim submitted for medical reasons, delays, cancellations, or any other reason was denied by your insurer, then remember that you have options. Both denials and rejections may happen for valid as well as unethical reasons. An insurance claim denial is not the end of the road; you can dig deeper to figure out whether you can still be reimbursed under your insurance.

Travel insurance claims are routinely denied when policyholders make common mistakes in their claim forms, or they mistakenly assume their policy covers their specific situation. Good faith denials happen when policyholders do not fill out their travel insurance claim form correctly, do not submit the right documents, or do not include info like contact details for follow-up questions.

In some cases, travel insurance companies may wrongly deny claims and stall the claims process. For instance, they might fail to investigate the claim or conduct proper due diligence. In such scenarios, it is advisable that policyholders adjust and resubmit their insurance claim, appeal the denial, or pursue legal action if insurers continue to illegally hold their payout.

How To Appeal a Travel Insurance Claim: 4 Steps

The travel insurance claim appeal process allows policyholders to ask the insurer to reconsider its decision. When appealing their travel insurance claim, policyholders must:

• Carefully Review the Denial Letter: Review the specific reasons for the denial to determine your next steps. Cross-check the reasons stated with your policy documents, additional emails, and other papers.
• Review Your Policy: Review the terms of your travel insurance policy and pay attention to disclaimers, damage limits, filing time limits, and submission requirements.
• Reach Out for Assistance: After carefully reviewing your policy, if you find the denial letter and policy terms do not line up, contact an insurance legal expert with experience in handling travel insurance claims for help.
• Gather Documentation and Keep Careful Records: Maintain communication records with your insurer, copies of denial letters, and other documentation regarding your claim.

How To Write a Travel Insurance Claim Letter

Sometimes, travelers have to file a trip insurance claim when their vacation does not go according to the plan. A travel insurance claim letter is a formal piece of communication between you and your insurance agency. Its purpose is to ask for reimbursement for covered damages or losses under the travel insurance policy. Therefore, it is important to craft a professional and detailed claim letter to increase your chances of a favorable resolution.

A claim letter should include the following information:

• Introduce Yourself. Include all relevant information of the person appealing (such as the policy number and contact information).
• Address the Denial. Summarize the date you received the letter and why the denial was made. Do not leave out any important details.
• Point Out the Error. Explain why you do not agree with the claims denial, based on your policy and pertinent information.
• Attach Extra Documents. Include all other documents supporting your trip insurance claim, such as photos, additional correspondence, transcripts of phone calls, etc.

How Long Does It Take To Get Reimbursed From Insurance?

Travel insurance companies generally process most claims within a few weeks. Sometimes, the insurance claims process office might have follow-up questions, thereby increasing the time you can expect to hear back. However, if you feel that your insurance claim is taking months to resolve without a proper reason, you should speak to an experienced insurance dispute lawyer. While every situation is different, policyholders should always keep careful and consistent notes as it will help them take informed legal action if necessary.

Travel Insurance Claims Advice on Documentation

You must be thorough with your documentation to enhance your chance of successful recovery. When you file a trip claim, your insurer will more likely refund travel insurance when you include the following information in your claim submission:

• Lost Luggage: Make a list of what was lost, along with the details and cost of each lost item.
• Job Loss: Request that your previous employer send you a notarized letter on company letterhead in the case of a trip cancellation due to job loss.
• Medical Emergency: Include detailed medical records in your claim if a health emergency kept you from traveling.
• Canceled/Delayed Flight: If you could not attend your trip because the flight was canceled or delayed, provide proof such as an email that relays the reasons (mechanical issues, weather, etc.).
• Receipts for Delayed Flights: You might want to keep receipts for necessary expenses incurred due to delays, like hotel stays, transportation costs, meals, and personal necessities.
• Police Reports: These reports can help substantiate claims made for stolen items or car troubles.
• Other Reports: You may include tickets for unused flights or excursions in your insurance claim.

Has a Formal Complaint Been Filed Against the Travel Supplier?

Formal complaints against travel suppliers are helpful in legal cases dealing with similar situations. The Van Rossem v. Penney Travel Service (April 15, 1985) case exemplifies travel insurance gone wrong.

In this case, a newlywed couple arranged a honeymoon trip with travel agent Penney Travel. The agent used a wholesaler, Lotus Tours, to book the reservation without the couple's knowledge. Lotus Tours abruptly went bankrupt before booking the client's reservation with SANDLES, which remained unpaid. When the case came before the court, the judge noted that "an agent who makes the contract in his own name for an undisclosed principal is liable as a principal." Here, the defendant had failed to disclose the identity of Lotus Tours, and so, it was responsible as the principal. The couple had paid $2,059 in advance. The judge awarded them reimbursement of $1,312, plus costs and disbursements.

In another lawsuit, Touhey v. Trans National Travel , a travel agent did not check to see if the hotel a client had booked was duly constructed. The plaintiff-client was awarded $25,000 in special damages because of the mistake.

What Are Bad Faith Insurance Practices?

Bad faith insurance refers to unethical insurance practices used by an insurer to delay, deny, or lowball policyholders. Examples of bad faith insurance practices include:

• Misrepresenting contract language to prevent a payout
• Failing to disclose policy limitations and exclusions to policyholders
• Making unreasonable demands, like excessive paperwork requests to prove a covered loss

Sometimes, only a seasoned insurance dispute lawyer who regularly deals with contract breaches and bad faith claims can identify honest errors from serious red flags and help a policyholder get paid their due.

How to File a Travel Insurance Claim: A Summary

Travelers usually plan their vacations down to the last detail. Travel insurance is a buffer for unplanned curveballs that can derail even the most meticulous plans, such as medical emergencies or misplaced luggage.

Insurance companies are explicit about what travel mishaps or unexpected events they will or will not cover, which is why it is crucial to understand policy limitations and how to properly file a travel insurance claim.

As a final snapshot, the key steps to filing a travel insurance claim include:

• Reviewing policy terms and exclusions.
• Gathering necessary documentation based on submission requirements.
• Submitting your claim according to the insurer's timing and filing guidelines.
• Filing an appeal if an insurance claim is wrongly denied.
• Consulting an experienced insurance dispute lawyer to assist with an intentionally stalled, denied, or undervalued claim.

Travel insurance claims can become challenging, depending on the situation and response from your insurer. When small bumps in the road become permanent roadblocks, it is helpful to know that qualified travel insurance claims attorneys are available to help frustrated policyholders recover their losses.