Following a temporary service disruption due to new systems, we are pleased to confirm we have returned to normal average service timeframes, as follows:

  • The average time it takes to speak to someone when you call us is currently less than 10 minutes; however, this may change from time to time. When you call, you will be informed of the most up-to-date estimated hold time, so you know how long you’ll be waiting to speak to one of the team.

  • Our current average processing time for claims is 3 days.

We are prioritising claims for our most vulnerable participants, to reduce the risk of disruption to services and support for those with the most urgent needs. If you are at risk or vulnerable, please contact us at 1800 874 890 or priorityclaims@nibthrive.com.au.

To submit an invoice or check a claim status, you can login to the nib Thrive Portal, opens in a new tab. For help on how to login to the Portal check out our how-to videos, opens in a new tab.

Alternatively, you can email invoices for processing to claims@nibthrive.com.au.

We appreciate your patience as our team has worked hard to restore our servicing standards.

This information is current as of 13 January 2025.

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Contact us

Need to get in touch? Contact nib Thrive

Support hours:
Monday to Friday: 9:00am – 5:00pm (AEST/AEDT)
Closed: Saturday, Sunday and national public holidays, opens in a new tab.

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We’re here to help

Call us

Our team are here 9:00am to 5:00pm (AEST/AEDT) Monday to Friday to chat through any questions you may have.

Call 1800 999 333

Email us

General enquiries:
enquiries@nibthrive.com.au

Submit an invoice:
claims@nibthrive.com.au

Mail us

Mailing address:

nib Thrive Locked Bag 2010, Newcastle NSW 2300

Are you an nib health insurance member, looking for support?

If you are an nib insurance member or your enquiry relates to nib health funds please visit the Contact us page.

Helpful NDIS information and support

How a disability advocate can help

An advocate can provide information, help an individual explore their options as well as, make informed decisions that benefit you.

The Department of Social Services funds the National Disability Advocacy Program (NDAP) to provide people with disability access to effective advocacy support.

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Find and book NDIS support workers through Kynd

  • Join for free
    It only takes minutes to create an account, with the easy to use website and app available 24/7.

  • Find NDIS providers
    Browse the app to connect with providers that suit your needs. Plus, you can add job posts and let nearby support workers apply.

  • Book and manage
    Chat to support workers, make bookings and manage your NDIS services online.

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Provide feedback or make a complaint 

We encourage you to provide feedback and we would be grateful to hear any ideas you have to assist with improving the way we work.

Any complaint received will be dealt with promptly and fairly. We’ll keep your complaint confidential and request your permission if details surrounding your complaint need to be shared. The only time your complaint would be shared without permission is when we believe that someone is at risk of serious harm or if we believe a criminal offence has occurred.

To provide feedback or make a complaint:

To make a complaint to the NDIS Commission