Payments troubleshooting
Having payment issues? Check out our guide to help you resolve your payment problems.
Sync payments with paydays for hassle free billing
Schedule your direct debit for the day after payday to ensure your premium is deducted when your funds are available.
Payment amount isn't what you expected?
Here are some common reasons why your payment might be different than expected and how you can resolve it.
Unsuccessful direct debit
If your direct debit fails due to insufficient funds, we’ll attempt a ‘catch-up’ payment within seven days. For weekly payments, this might appear as a double charge, but we’ll notify the main policyholder.
To avoid this in the future, learn how to adjust your payment dates to suit your schedule.
Missed or wrong manual payment
You might have missed a manual payment or paid less than the required amount.
Check your payment history to ensure all required payments are made in full.
Change of payment dates
If you’ve recently changed your payment date, you might notice an extra payment to cover the gap between the old and new dates.
Check your payment dates to make sure everything’s up to date.
Lifetime Health Cover loading
Switching funds without the right documents might increase your premium due to Lifetime Health Cover (LHC) loading.
We’ll credit any overpaid amount once we get the documents. If underpaid, your payment may rise.
Moving interstate
Premiums vary by state. If you’ve recently moved interstate, your premium may increase or decrease, and this will be adjusted in your next payment.
Check your account details to ensure your address is up to date.
Australian Government Rebate
A change in your income tier might lead to the removal or reduction of your AGR entitlement.
Check your AGR tier to see if any updates are needed.
Change of cover
If you upgrade your policy or change your cover type (Singles, Couples, and Family), your payment will adjust to match the new policy.
Review your cover to ensure it still meets your needs.
Explore other payment issues
- Payment didn’t go through
- First payment is different
- Missed a payment
Why didn't my payment go through?
Payments may fail due to insufficient funds or expired card details. We’ll remind you to update your card information before it expires.
You can update your payment details in your member account or the nib App.
If the issue is insufficient funds, we’ll retry within seven days and notify you. For weekly payments, we’ll attempt a double payment on your next scheduled day.
If your payment fails for any reason other than insufficient funds, we’ll remove your direct debit for security. We recommend contacting your bank for more details.
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