Before your trip, check the latest government advice for any travel alerts for your destination.
At nib Travel Insurance we are here to help when needed, but we know sometimes this may not be as easy as it sounds. If you have experienced a less than helpful exchange with us then we'd welcome your feedback. The below outlines the process for complaints which relate to any area of our business.
There are established procedures for dealing with complaints and disputes regarding your policy or claim. These services are free to all policyholders and may be of assistance, should the need arise.
If you have any concerns or wish to make a complaint about any aspect of your relationship with us, including your policy, our services or your insurance claim, please contact nib Travel Services using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.
For more information on our complaints policy, please refer to the nib Travel Complaint Policy.
Mail: PO BX A975, Sydney South NSW 1235 Telephone: 1300 025 121 Email: travelcomplaints@nibtravel.com
nib Travel Services will acknowledge your complaint within 1 business day and provide you with the contact details of the person handling your complaint.
We will do our utmost to resolve the complaint to your satisfaction within 10 business days. Where we are unable to do so, we will follow the following Complaints Handling Process.
If we are unable to resolve the complaint to your satisfaction within 10 business days, we will keep you informed about the progress of your complaint at least every 10 business days and our final decision will be provided to you in writing within 30 calendar days of the date on which you first made the complaint.
If we require further information, we will only ask for information that is relevant to our decision about your complaint. You may request the information that we relied on when making our decision, and unless we are unable to, we must give you that information within 10 business days of you asking.
You may refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time, and if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint. AFCA’s contact details are as follows:
Australian Financial Complaints Authority Mail: GPO Box 3, Melbourne VIC 3001 Telephone: 1800 931 678 Web: www.afca.org.au Email: info@afca.org.au
Should you choose to refer your complaint to AFCA, you must do so within 2 years of our final decision. If you have a complaint about nib Travel Insurance or one of our partners, feel free to contact our Travel Complaints Department by post, email or telephone.
TIS National is a free interpreting service which aims to provide equitable access to key services, which are not government funded, for people with limited or no English language proficiency. Visit their website for more information.
National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Visit their website for more information.
You may wish for someone else to deal with your complaint on your behalf. This might be a family member, friend or advocate. If so, you will need to let us know who that person is, so that we can make a record of the authorisation you have provided them and allow them to speak and make decisions on your behalf.
If your feedback or complaint is about your private health insurance, please use the link below so we can direct you to the right team.
nib Travel Insurance Distribution Pty Limited, ABN 40 129 262 175, AR 336467 is an authorised representative of nib Travel Services (Australia) Pty Ltd (nib), ABN 81 115 932 173, AFSL 308461 and act as nib's agent and not as your agent. This is general advice only. Before you buy, you should consider your needs, the Product Disclosure Statement (PDS), Financial Services Guide (FSG) and Target Market Determination (TMD) available from us. This insurance is underwritten by Pacific International Insurance Pty Ltd, ABN 83 169 311 193.
We are a signatory to the General Insurance Code of Practice developed by the Insurance Council of Australia and enforced by the Code Governance Committee, an independent body whose purpose is to drive better Code compliance and help the insurance industry improve its service to consumers. The Code is designed to promote good relations and insurance practice between insurers, authorised representatives and consumers. The Code sets out what we must do when dealing with you. You can obtain a copy of the Code from codeofpractice.com.au.
*The discount applies to the total nib travel insurance premium and is for customers that currently hold an Australian health insurance product, or an Overseas Student Health Cover product with nib. The discount is not available to customers who hold an Overseas Visitors Health Cover product. Discounts do not apply to the rate of GST and stamp duty or any changes you make to the policy. nib has the discretion to withdraw or amend this discount offer at any time. This discount cannot be used in conjunction with any other promotional offer or discount.