Complaints, Service and Feedback

How we handle complaints
There are established procedures for dealing with complaints and disputes regarding your policy or claim. These procedures are free for all policyholders and may be of assistance, should the need arise.
For Australia

If you have a complaint about any aspect of your relationship with us, including your policy, our services or your insurance claim, you have a right to make a complaint. Please contact nib Travel (who manage Qantas Travel Insurance) 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)
Mail: PO BOX A975, Sydney South NSW 1235
Email: [email protected]
Phone: 1300 025 121

We 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 best 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 10 March 2020

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 10 March 2020

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:

Phone: +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, or 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
Post: 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.

For any concerns relating to Qantas Frequent Flyer generally, please contact 13 11 31.

For New Zealand

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 (who manage Qantas Travel Insurance) using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.

Travel Complaints Department

Mail: PO Box A975, Sydney South NSW 1235 Australia
Email: [email protected]
Phone: 0800 800 608

We will acknowledge your complaint within 1 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 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
Phone: +64 4 472 7582
Email: [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 10 business days.

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 at:

Insurance & Financial Services Ombudsman Scheme (IFSO)
Mail: PO Box 10-845, Wellington 6143, New Zealand
Web: www.ifso.nz
Phone: 0800 888 202 or +64 4 499 7612
Email: [email protected]