General Feedback - Service & Complaints

If you have 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.

nib Customer Relations
Mail: PO Box A975, Sydney South, NSW, 1235, Australia
Email: travelcomplaints@nibtravel.com 
Phone: 0800 800 608

We will acknowledge your complaint within 5 business day and provide you with the contact details of the person handling your complaint.

We will respond to your complaint within 10 business days. If more time is needed to collect necessary information or complete any further investigation required, nib will agree with you a reasonable alternative timeframe.

If we are unable to resolve your complaint within 2 months 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 Insurance & Financial Services Ombudsman (IFSO).

The IFSO provides a free and independent dispute resolution service for consumers who have a dispute with their financial service provider falling within its terms of reference. You can contact IFSO at:

Insurance & Financial Services Ombudsman Scheme (IFSO)
Website: www.ifso.nz
Email: info@ifso.nz
Telephone: 0800 888 202 or +64 4 499 7612
In writing to:  Insurance & Financial Services Ombudsman Scheme (IFSO), PO Box 10-845, Wellington 6143, New Zealand