Problem with Virgin Travel Insurance

Debsq

Hi

I've just applied online for Virgin Travel insurance, single trip for hubby and myself. The page with the quote summary was a bit confusing, but the amount stated in red at the top was £15.47, and the price at the bottom in red saying Price was £15.47. When I paid for it and got the policy, I'd actually been charged £37.16.

I've just spent 30 minutes on the phone to Virgin trying to cancel it, but they say there is no cooling off period. I'm flabbergasted! Luckily, I printed out the quote summary in colour, so you can clearly see how much I should have been charged, but they are saying the best they can do is to refund and charge for a different policy, but I don't want that. I would never have paid £37.16, as I already have a certain amount of cover because I paid for the flights with our Natwest Gold card that gives some insurance.

Does anyone have any advice?

Thanks
Debbie

ronekenn

Hi Debsq, ultimately you made a decision in a hurry. Actually the quotes shown about the insurance companies over the internet are not the actual quotes most of the times. The exact quote differs from the listed quote in the internet, which is a fact. However now that the company is not ready to cancel the insurance, in that case you may have a face to face conversation with the company or consult a good insurance agent. I hope it works.

Quentin

Debsq wrote: »

I've just applied online for Virgin Travel insurance, single trip for hubby and myself. The page with the quote summary was a bit confusing, but the amount stated in red at the top was £15.47, and the price at the bottom in red saying Price was £15.47. .......

When they do you quotes, they offer various options in a row, cheapest to dearest. You then have to click on your selection.

You appear to have clicked on the most expensive option. You must have done, as you cannot move on from the "choices" page till you do make a choice!

Probably best you can hope for is an appeal to them to forgive your mistake and a goodwill gesture from them.

As you admit to being "confused" by the quote summary, next time, don't carry on if you are confused - they do give a phone number to ring if you prefer or need assistance.

Debsq

I've spoken to one of the customer services managers. He agrees that there was obviously a problem with the page at the time that I paid, as the amount quoted isn't even an option, he is now suggesting I email the Complaints Department. I was passed to the page from Moneysupermarket, and where there should have been three price options, there were six scattered around the page. I wasn't confused per se, just the page was confusing as there was clearly something wrong with it. My credit card details were entered next to the Price of £15.47, it was at that point it was purchased. It's clearly a web error, but although I have a print out of the page clearly showing the price, they're saying it's not a PDF so I could have altered it. Madness!