Feedback, complaints and disputes

If you have any feedback about our service – positive or negative – we would like you to share it with us. You can call us on 1300 625 229.

How we handle complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, our representatives, affiliates, or service providers, please contact:

nib Customer Relations
PO Box A975 Sydney South
NSW 1235 Australia
Phone: 1300 625 229
Email: [email protected]

nib Travel Services will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib Travel Services will agree with you a reasonable alternative timeframe.

Policies purchased on or after 1 August 2019Policies purchased before 1 August 2019

If you are not satisfied with the response to your complaint, you should contact XL Insurance Company SE, Australia branch, for consideration under their dispute resolution process at:

The Complaints Officer
XL Insurance Company SE,
Australia branch
L28 123 Pitt St,
Sydney NSW 2000
[email protected]

Your dispute will be acknowledged within 5 working days of receipt, and XL Insurance Company SE, Australia branch, will send a final response on behalf of the insurer within 15 business days.

If you are not satisfied with the response to your complaint, you should contact the Lloyd’s General Representative in Australia for consideration under their dispute resolution process. You can contact Lloyd’s at:

Lloyd’s Underwriters’ General Representative in Australia
Suite 1603, Level 16
1 Macquarie Place,
Sydney NSW 2000
+61 2 8298 0783
[email protected]

Your dispute will be acknowledged within 5 working days of receipt, and Lloyd’s will send a final response on behalf of the Underwriters within 15 business days.

If we are unable to resolve your complaint within 45 days of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA can be contacted at:
Website: afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001