If you're not satisfied with our service

As our insurer has recently changed, please select the date you purchased your policy for the right information.

Policies purchased on or after 1 August 2019 (GMT)

Policies purchased before 1 August 2019 (GMT)

For policies purchased on or after 1 August 2019:

At World Nomads, we pride ourselves in providing the best service and the best product for our travellers. We’re here to help you and appreciate any feedback to help us improve on our product and service. That said, we do understand that sometimes you may not be happy with the outcome of a claim or the service received from us or our insurance partners.

If this is the case, let us know.

Phone: 1300 787 375 (local call within Australia) or +61 2 8263 0400 (from overseas)
Email: [email protected]

nib Travel Services

If you have a complaint about any aspect of the service provided by us, our assistance providers or the insurer, our customer relations team handle all complaints relating to your experience with World Nomads and your travel insurance policy. You can contact us by email, post or telephone during office hours at:
 
Phone: 1300 625 229 (local call in Australia) or +61 2 8263 0487 (from overseas)
Email: [email protected]
Post: nib Travel Services, Customer Relations, PO Box A975, Sydney South, NSW 1235

nib Travel Services will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib Travel Services will agree with you a reasonable alternative timeframe.

Dispute Resolution Process

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 
PO Box A975 
Sydney NSW 1235 
Australia 
Phone: 1300 625 229 
Email: [email protected]
 
nib Travel Services will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib Travel Services 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:

The Complaints Officer

XL Insurance Company SE, Australia branch
L28 123 Pitt St, Sydney NSW 2000

Phone: +61 2 8235 5100
Email: [email protected]

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.

Independent Review

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 at:

Email: [email protected] 
Telephone: 1800 931 678 (free call) 
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

More information on how we handle complaints can be found in the Product Disclosure Statement (PDS) under the heading ‘Other Important Information'.

Note: For policies purchased on or after 1 August 2019, your policy is underwritten by XL Insurance Company SE, Australia Branch.

For policies purchased before 1 August 2019:

At World Nomads, we pride ourselves in providing the best service and the best product for our travellers. We’re here to help you and appreciate any feedback to help us improve on our product and service. That said, we do understand that sometimes you may not be happy with the outcome of a claim or the service received from us or our insurance partners.

If this is the case, let us know.

Phone: 1300 787 375 (local call within Australia) or +61 2 8263 0400 (from overseas)
Email: [email protected]

nib Travel Services

If you have a complaint about any aspect of the service provided by us, our assistance providers or the insurer, our customer relations team handle all complaints relating to your experience with World Nomads and your travel insurance policy. You can contact us by email, post or telephone during office hours at:

Phone: 1300 625 229 (local call in Australia) or +61 2 8263 0487 (from overseas)
Email: [email protected]
Post: nib Travel Services, Customer Relations, PO Box A975, Sydney South, NSW 1235

nib Travel Services will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib Travel Services will agree with you a reasonable alternative timeframe.

Dispute Resolution Process

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 

PO Box A975 
Sydney NSW 1235 
Australia 
Phone: 1300 625 229 
Email: [email protected]

nib Travel Services will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib Travel Services will agree with you a reasonable alternative timeframe.

If you are not satisfied with the response to your complaint, you should contact the Lloyd’s General Representative in Australia for consideration under their dispute resolution process. You can contact Lloyd’s at:

Lloyd’s Underwriters’ General Representative in Australia
Level 9, 1 O’Connell St 
Sydney NSW 2000 

Phone: +61 2 8298 0783 
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 15 business days.

Independent Review

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 at:

Website: afca.org.au  
Email: [email protected] 
Telephone: 1800 931 678 (free call) 
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
More information on how we handle complaints can be found in the Product Disclosure Statement (PDS) under the heading ‘Other Important Information'.

For policies purchased before 1 August 2019 your policy is underwritten by certain underwriters at Lloyd’s.


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For help in an emergency, contact our Emergency Assistance Team. They are available 24 hours a day, 7 days a week.

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From anywhere in the world:
+61 2 8263 0470

From anywhere in the world:
+61 2 8292 1470

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1300 787 375

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We’re here to help if you have a question about your claim. We’re available:

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Phone

Within Australia:
1300 787 375

From anywhere in the world:
+61 2 8263 0400