Travel insurance help

If you have experienced a less than helpful exchange with us, we welcome your feedback. Please read through our process for complaints, which relates to any area of the travel insurance business.

Yes, you can purchase a policy after leaving your home in Australia, however, there is a 72-hour waiting period for all policies purchased while travelling.

If you purchase while you're travelling, you must purchase cover up to the date you will return to your home in Australia – we can't cover you for the middle of a trip.

The easiest way to make sure you’re covered for the countries you’re planning on travelling to is to select them all when you get a quote.

If you’ve already started travelling and are considering a side trip to a country other than those you specified, there are a few things you should know. For more information, learn if you're covered for countries other than the ones listed on your policy.

Cancellation cover may provide a benefit for the value of unused, non-refundable expenses that you’ve already paid for, such as an activity or accommodation, if your activity or accommodation is cancelled due to an insured event.

nib Travel insurance may be able to help if you need to unexpectedly need to cancel or rearrange your travel plans before you even get on the flight or while you’re already travelling.

Our cancellation and additional expenses benefit provides cover for 14 insured events. If you are covered for specific cancellation event you may be able to claim back your non-refundable expenses related to additional travel, accommodation, meals, internet use and emergency telephone calls.

If an unexpected event causes you to cancel or re-arrange your trip, your policy may cover cancellation or rescheduling fees for certain insured events.

We offer coverage to customers when it comes to cancelling and rescheduling your trip. These events will apply to:

• Cancellation or holiday deferment costs: if you have to cancel or rearrange your trip because of a defined cancellation event.

• Emergency travel arrangements and accommodation expenses: if your trip is interrupted because of a defined cancellation event and as a result you incur expenses related to additional travel, accommodation, meals, internet use and emergency telephone calls.

The most we will pay for all people on your policy combined, per trip, is specified on your Certificate of Insurance under 'Cancellation - chosen limit'. To learn more, read about coverage if you need to cancel or reschedule your trip.

There are some things we won’t cover in the event of cancellation, including, but not limited to:

• We will not pay for any non-refundable costs for anyone not named on your policy.

• We will not pay more than the cancellation limit amount that you selected which appears on your Certificate of Insurance.

• In the case of agents’ cancellation fees, we will not pay more than the limit outlined in the Schedule of benefits.

• We will not pay for any pre-paid snow sports arrangements unless you have purchased the Snow sports cover option and it is shown on your Certificate of Insurance.

• You decline a reasonable alternative service or compensation offered by a carrier or other travel service provider.

A travel delay must be due to an unforeseen reason outside your control, and you are subsequently delayed for at least 6 hours. The delay must be caused by the cancellation or rescheduling of your scheduled public transport in order to meet the criteria for all nib policies.

If you know you’ll be stuck at the airport for more than 6 hours you should contact the airline carrier or tour operator in the first instance to seek a refund, credit, or some form of financial compensation or arrangement specific to your needs.

For more information on coverage, learn what to do if your flight is delayed or cancelled.

If a close relative back home suddenly falls ill, is injured or dies, our policies may cover you if you need to cancel or rearrange your trip. For more information, learn about coverage if you need to cancel your trip due to a sick or injured relative.

If something happens on your trip that is outside of your control, and the experience or accommodation you’ve booked and paid for is cancelled, our policies may help you reclaim your costs. For more information, learn about coverage if your pre-booked activity or stay is cancelled.

We may offer cover for up to 14 insured events, including if your pre-booked and pre-paid activity or accommodation is cancelled due to:

• Death, sudden serious illness or serious injury to you, a member of your travelling party or a close relative.

• Severe weather, natural disaster, riot, strike, civil insurrection, or hijacking.

• Your passport, travel documents or credit cards are stolen, accidentally lost or damaged.

• A member of your travelling party is summoned to jury duty or to give evidence in a court of law.

• You’re unable to arrive at your departure point due to start your trip due to a natural disaster causing road closures.

• You’re unable to start your trip due to severe weather or natural disaster causing damage to your home or business within 72 hours of your trip departure date.

• You’re attending the childbirth of your close relative, provided the conception occurs after you bought your policy.

If you suffer from an existing medical condition, our travel plans may offer cover for more than 40 common conditions. However, it’s important to be aware of what conditions are attached to each medical condition that you will need to meet for them to be covered. A medical screening may be available for more conditions under some plans.

We don’t consider pregnancy to be an existing medical condition.

If you’re pregnant at the time you buy your policy, or become pregnant afterwards, you’ll have cover for any event that arises from your pregnancy, provided that the event that causes your claim is covered by this policy and is a pregnancy-related illness. We can only cover you up until the end of the 26th week of your pregnancy.

It can be stressful if you become sick or injured while travelling. The good news is that all our international policies offer cover for some overseas medical expenses to help you get back on your feet.

For more information, learn how overseas medical treatment and hospitalisation could be covered.

Whether you’re planning a relaxing cruise around the South Pacific, island hopping in the Caribbean, or venturing into the icy extremes of Antarctica, our policies may cover you if your cruise doesn’t go as planned.

We offer cover for publicly available international river cruises, and ocean cruises within Australian waters or International waters.

What do we mean by International waters?

When setting off on your next cruise please be aware that we define International waters as, “the open seas of the world outside the territorial waters of any nation”. In case you were wondering, travelling in international waters in a private sail vessel or privately registered sail vessel is not covered.

For more information, learn about our cover for cruising.

Our policies provide cover for a broad range of sports and activities, as well as for sports gear that you take with you.

For more information, learn about coverage for sports and activities.

Medicare won’t cover your healthcare costs while you are overseas. For more information, learn if you need travel insurance if you have Medicare.

While getting a travel insurance quote, it's important to list all the countries you plan to visit. You can select either:

• A specific country: Ideal if your trip is focused on one destination.

• A region: Suitable if you're visiting multiple countries within a defined area (e.g., Southeast Asia or Europe).

Important: Make sure to choose the region that covers all destinations to ensure you’re adequately covered.

Dual citizenship

If you hold dual citizenship, most travel insurance policies require you to list your primary country of residence when applying for coverage. Policies typically cover you while travelling outside this country. If you plan to visit a country where you hold citizenship, you must confirm with us whether the policy offers coverage there, as we may exclude claims or coverage in certain circumstances.

How is pricing affected if I'm travelling to different countries or regions?

Travel insurance pricing varies based on:

• Destinations: Countries with higher healthcare costs or safety risks, generally have higher premiums.

• Trip complexity: Visiting multiple countries may result in a higher cost due to increased risks.

• Duration: Longer trips often incur higher premiums.

• Age of traveller: Depending on their age there is a price change, usually an increase.

• Health of traveller: If there are multiple people travelling, and the travellers have pre-existing medical conditions, or need a medical screening, there may be additional costs involved if they choose to take the extra cover if approved.

• Pre trip cancellation: Depending on how far in advance a policy is purchased, a policy purchased further away from the date of departure will always add to the cost of the policy, as it provides cover for a longer period of time for cancellation purposes.

To manage costs, consider a regional policy instead of listing individual countries. However, always verify that all your destinations are covered.

When choosing a travel insurance policy, consider whether you're covered for stopovers and transit points.

Important: You may not be covered for any loss arising from travelling, planning to travel to, or if you decide to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the Australian Government.

If your travel plans have changed, it’s possible to amend, extend, or cancel your travel insurance policy. This can be done via your online account or by contacting us so we can check your policy and make any changes available.

For more information learn how to cancel or amend your policy.

Once you’ve purchased a new travel insurance policy, an online account will be automatically created.

In your account you can:

• Update your details

• View and download your policy documents

• Submit your travel insurance claims online

Only the primary traveller on the policy can view and make changes on the policy. If you’re listed as the secondary traveller or a dependent, you will be unable to view or make changes on the policy. You may need to speak with the primary traveller listed on the policy to share policy details with you or make the desired changes.

How to log in to your travel insurance account

1. Hover over login in the menu bar and select travel insurance from the drop down menu, enter your email address used to purchase your policy, and click next.

2. Enter the 6-digit verification code sent to your email address and click next.

Note:

• The verification code will expire after 15 minutes and only the most recent verification code can be used.

• If you haven’t received a verification code to your inbox, please check your spam or junk folder and that the email address was entered correctly.

To submit a claim online, follow these steps:

• Make a new claim by logging in to your account

• Tell us what happened

• List the expenses you're claiming for

• Upload your supporting documents to the digital claim form

• Submit your claim and our team will be in contact.

We may request evidence supporting your claim such as clinical notes or a written medical report or summary from a treating doctor or dentist overseas which clearly explains the medical condition, the diagnosis provided, medical tests requested, and treatment given.

We may also require a medical certificate from your local GP, specialist, or dentist. Try to obtain as much documentation as possible at the time of the event, as it can be difficult to gather documents once you return to Australia.

If you need urgent assistance while travelling, the Emergency Assistance team can help you 24/7.

Contact Emergency Assistance when you or someone on your policy:

• Suffers a sudden illness or serious injury

• Has an accident

• Are hospitalised

• Are treated as an outpatient

• Get stuck overseas or are injured by severe weather or a natural disaster event.

Contact details:

Outside of Australia: +61 3 8523 2800

Within Australia: 1300 555 019

Email: travelassist@nib.com.au

When you call the Emergency Assistance team, please have the following information ready:

• Your nib Travel Insurance policy number.

• The nature of your emergency.

• The phone number you are calling from.

• The names and contact details of any hospitals or doctors you have visited.

If you’re the victim of a theft, mugging or your belongings are lost or vandalised, notify the local police, transport provider, hotel, tour guide or other authority as soon as possible after becoming aware of the loss or damage.

Remember to keep evidence confirming the incident, such as documentation about the loss or damage. As always, contact the Emergency Assistance team when you need urgent help.

Contact details

Outside of Australia: +61 3 8523 2800

Within Australia: 1300 555 019

Email: travelassist@nib.com.au