How to Make a Complaint | Travel Insurance Direct (TID)
At Travel Insurance Direct we strive to always provide the best service and product for our customers. However, we understand that customers can be dissatisfied with the outcome of their claim or the service they may have received from us.
No matter which of the TID policies you choose – The Basics, The Works, or Annual Multi Trip – 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 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 (who manages Travel Insurance Direct) 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.
nib Travel Services will acknowledge your complaint within one 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.
Complaint 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:
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.
- Someone to act on your behalf
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.
Need a hand?
Our Customer Service team is always available to help you to understand the policy, and what the policy offers cover for. Our TID travel safety team work to keep customers informed and publish information on major travel events on our website.
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This is a brief summary of cover only. Cover is subject to the full terms, conditions, limitations and exclusions outlined in the Product Disclosure Statement.
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