Complaints, Service and Feedback

Feedback
If you have any feedback about our service – positive or negative – we would like you to share it with us. You can either call us on 1300 783 146 or email us at [email protected] (Australian customers) or 0800 800 608 and [email protected] (New Zealand customers).

Dispute Resolution Process

Policies purchased on or after 10 March 2020

The Complaints Officer Australia

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:

By phone:

+61 2 8270 1400

By fax:

+61 2 8235 5110

By email:

[email protected]

By mail:

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 Lloyd’s will send a final response on behalf of the Underwriters within 15 business days.

The Complaints Officer New Zealand

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:

By phone:

+64 4 472 7582

By email:

[email protected]

By mail:

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.

Policies purchased before 10 March 2020

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:

The Complaints Officer Australia

By phone:

+61 2 8298 0783

By email:

[email protected]

By mail:

Level 9, 1 O’Connell St,
Sydney NSW 2000

The Complaints Officer New Zealand

By phone:

+64 4 472 7582

By email:

[email protected]

By mail:

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.

How we handle complaints

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:

Customer Relations Australia

By phone:

1300 025 121

By email:

[email protected]

By mail:

PO Box A975
Sydney South NSW 1235
Australia

Customer Relations New Zealand

By phone:

0800 800 608

By email:

[email protected]

By mail:

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.

Independent review

Australian customers

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:

By phone:

1800 931 678

By email:

[email protected]

By mail:

Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

By website:

www.afca.org.au

New Zealand customers

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:

By phone:

0800 888 202 or +64 4 499 7612

By email:

[email protected]

By mail:

Insurance & Financial Services Ombudsman Scheme (IFSO), PO Box 10-845, Wellington 6143, New Zealand

By website:

www.ifso.nz