General feedback - Travel insurance service and complaints

At nib Direct 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.

Your right to make a Complaint

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 Allianz Global Assistance General Insurance Complaints & Dispute Resolution.

Customer Experience contact details:
Mail: Locked Bag 3038, Toowong DC, QLD 4066
Telephone: 1300 795 636
Email: idrcommittee@allianz-assistance.com.au

nib Life Pty Ltd ABN 91 003 037 625 AR 321683 (nib) arranges this insurance as authorised representative for AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance (AGA). AGA issues and manages travel insurance as agent for the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 (Allianz). Terms, conditions, exclusions, limits and applicable sub-limits apply. nib, Allianz and AGA do not provide any advice on this insurance based on any consideration of your objectives, financial situation or needs. Any advice is general only. You should consider whether the advice is appropriate for you. Before making a decision please consider the Product Disclosure Statement. The Target Market Determination is available at www.allianzpartners.com.au/policies/. nib and AGA receive a commission which is a percentage of the premium you pay for a policy - ask us for further details prior to purchasing.