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:
PO Box A975
Sydney South NSW 1235
Australia
PO Box A975
Sydney South NSW 1235
Australia
nib will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. For Australian complaints, we will respond to your complaint within 15 business days. For New Zealand complaints, 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 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:
+61 2 8235 5110
XL Insurance Company SE,
Australia branch
L28 123 Pitt St,
Sydney NSW 2000
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 Underwriters within 15 business days.
If you are not satisfied with the response to your complaint, you should contact Lloyd’s for consideration under their dispute resolution process. You can contact Lloyd’s at:
Mr Scott Galloway
c/- Hazelton Law
Level 29, Plimmer
Towers, 2–6 Gilmer
Terrace
PO Box 5639
Wellington New Zealand
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 10 business days.
If you are not satisfied with the response to your complaint, you should contact the Lloyd's General Respresentative for their consideration under their dispute resolution process. You can contact Lloyd's at:
Suite 1603, Level 16
1 Macquarie Place,
Sydney NSW 2000
Mr Scott Galloway
c/- Hazelton Law
Level 29, Plimmer
Towers, 2–6 Gilmer
Terrace
PO Box 5639
Wellington New Zealand
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 for Australian disputes and 10 business days for New Zealand disputes.
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:
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
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.
IFSO can be contacted:
Insurance & Financial Services Ombudsman Scheme (IFSO), PO Box 10-845, Wellington 6143, New Zealand