How 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.

If you are dissatisfied with any aspect of service from us, our assistance company or insurer then this is how you make a complaint.

Contact us

We aim to resolve your complaint at the time it occurs. Please contact us, and we will do whatever we can to resolve your complaint.

Phone: 1300 843 843
Email: [email protected]

Customer Relations

Our Customer Relations team will handle all complaints that you may have about any aspect of the travel insurance you have purchased or the service you have been given.

Post
Customer Relations - nib Travel Services (Australia)
PO Box A975,
Sydney South, NSW, 1235
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.

Dispute Resolution Process

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
Level 9, 1 O'Connell St
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.

Independent Review

If we are unable to resolve your complaint within 8 weeks 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: www.afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

How we handle complaints is documented in the PDS.

Last updated: 1 August 2019

How can we help?

Talk to us

1300 843 843 from Australia or
+61 2 8263 0483 from Overseas.

Monday to Friday
8:00am - 8:00pm

Saturday
9:00am - 5:00pm

Sunday
Closed

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In an Emergency

Call +61 2 8256 1523
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