Your right to make a complaint

Travel Insurance Direct strives to provide the best service and product for our customers at all times. However, we understand that customers can be dissatisfied with the outcome of their claim or the service they have received from us. We take all complaints seriously and aim to improve where we can.

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 a complaint about any aspect of your relationship with us, including your policy, our services or your insurance claim, please contact us using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.

Travel Complaints Department
nib Travel Services (Australia)
PO BX A975, Sydney South NSW 1235
Email [email protected]
Phone: 1300 025 121

nib Travel (who manages Travel Insurance Direct’s travel insurance policies) 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.

Policies purchased on or after 1 August 2019
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.

Policies purchased before 1 August 2019
If we are unable to resolve the complaint to your satisfaction within 10 business days, we will provide you with regular updates and, depending on the outcome, may engage Lloyd’s Australia, who will determine whether it will be reviewed further by their office or the Lloyd’s UK Complaints Team.

Lloyd’s contact details are:
Telephone: +61 (2) 8298 0783
Email: [email protected]
Post: Lloyd’s Australia Limited
Level 16, 1 Macquarie Place, Sydney NSW 2000

External Review

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
GPO Box 3, Melbourne VIC 3001
Telephone: 1800 931 678
Web: www.afca.org.au   
Email: [email protected]  

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.