At the end of September my car was broken into and my wallet was with all my cards. Virgin dealt with the claim really well and I had a positive experience. However my insurance debited my credit card which was from my wallet and it completely slipped my mind to update the credit card debit details for my two policies 250053586 and 250057834. I received NO communications from Virgin saying there was a problem with my monthly deduction and last night received an email for the latter policy, 3 weeks after no payment was made. That means for 3 weeks I had no cover and no correspondence or communication from you to sort the matter out or bring it to my attention. You say that you are here to give me insurance like it should be! All my risk is covered by these policies and I do not feel that you looked after me as a client or lived up to the Virgin mandate to provide superior service and customer satisfaction, not to mention customer retention form your side. If an incident had occurred and I had a claim it would mean that I had no cover and although you feel covered by your terms and conditions in my opinion this is not customer service on any level.
(Supplier name changed from Virgin Money South Africa to Virgin Insurance by Hellopeter.com)
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