Complaints, Service and Feedback

How we handle complaints

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.

For Australian residents

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 Department

nib Travel Services (Australia)
Mail: PO BOX A975, Sydney South NSW 1235
Email: [email protected]
Phone: 1300 025 121

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.

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.

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.


Need help?

Interpretation Services

  • The Translating and Interpreting Service (TIS National) is a free interpreting service which aims to provide equitable access to key services, which are not government funded, for people with limited or no English language proficiency. Visit their website for more information.

Relay Call Services

  • The National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Visit their website for more information.

Someone to act on your behalf

  • You may wish for someone else to deal with your complaint on your behalf. This might be a family member, friend or advocate. If so, you will need to let us know who that person is, so that we can make a record of the authorisation you have provided them and allow them to speak and make decisions on your behalf.
For New Zealand residents

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 Department

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

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 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)
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]