We define a complaint to be an expression of dissatisfaction made to or about Qantas Travel Insurance, related to our products, services, employees or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
There are established procedures for dealing with complaints and disputes. These services are free to all policyholders and may be of assistance, should the need arise.
If you wish to make a complaint, please contact nib Travel Services (Australia) Pty Ltd (nib), who manage Qantas Travel Insurance policies using the details below. They will attempt to resolve your complaint in accordance with their Internal Dispute Resolution procedure.
Travel Complaints Departmentnib Travel Services (Australia)
nib will acknowledge your complaint within 1 business day and provide you with the contact details of the person handling your complaint.
They will do their best to resolve the complaint to your satisfaction within 10 business days. Where they are unable to do so, they will follow the following Complaints Handling Process.
If nib Travel is unable to resolve the complaint to your satisfaction within 10 business days, they will keep you informed about the progress of your complaint at least every 10 business days and their final decision will be provided to you in writing within 30 calendar days of the date on which you first made the complaint.
If nib requires further information, they will only ask for information that is relevant to their decision about your complaint. You may request the information that they relied on when making their decision, and unless they are unable to, they 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, 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:
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.
Relay Call Services
Someone to act on your behalf
If you wish to make a complaint, please contact nib Travel Services (Australia) Pty Ltd (nib), who manage Qantas Travel Insurance policies, using the details below. They will attempt to resolve your complaint in accordance with the Internal Dispute Resolution procedure.
Travel Complaints DepartmentMail: 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.
They 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 (the underwriter of Qantas Travel Insurance policies) for consideration under their dispute resolution process. You can contact Lloyd’s at:
Your dispute will be acknowledged within 5 business days of receipt, and Lloyd’s will send a final response within 10 business days.
If your complaint is not resolved within 2 months of the date you made it, 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)