If you're not satisfied with our service

At World Nomads, we pride ourselves in providing outstanding service and insurance product for our travellers. We’re here to help you and appreciate any feedback to improve. 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: 0800 NOMADS – 0800 666 237 (free call in New Zealand) or +61 2 8263 0400 (from overseas)

Email: [email protected]

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 
PO Box A975
Sydney NSW 1235
Australia
Phone: 0800 843 843 
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 10 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 Lloyd’s General Representative in New Zealand for consideration under their dispute resolution process. You can contact Lloyd’s at:
 
Lloyd’s Underwriters’ General Representative in New Zealand
Mr Scott Galloway
Level 29, Plimmer Towers
2-6 Gilmer Terrace
PO Box 5639
Wellington New Zealand
Phone: +64 4 472 7582
Fax: +64 4 472 7571
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.
 

Independent Review

If we are unable to resolve your complaint within 8 weeks 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. You can contact the IFSO at:
 
Insurance & Financial Services Ombudsman Scheme (IFSO)
PO Box 10-845
Wellington 6143 New Zealand
Phone: 0800 888 202 or +64 4 499 7612
Email: [email protected]
Website: www.ifso.nz

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


Related Articles

View more

Can't find the answer you are looking for?

Contact us
  • All contact details
  • Emergency Assistance Contact
  • Claims contact

Contact our Emergency Assistance Team

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

Contact us

Phone

From anywhere in the world:
+61 2 8263 0470

From anywhere in the world:
+61 2 8292 1470

Within Australia:
1800 611 210

Contact our Claims Team

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

Contact us

Phone

Within New Zealand:
0800 666 237

From anywhere in the world:
+61 2 8263 0400

Within Australia:
1300 787 375