We hope you had a great time while holidaying overseas, but we also understand that things can go wrong when travelling the globe. This is why we have created this easy-to-follow step-by-step guide for you to understand what you must do when preparing to make a claim.
You can claim online while travelling or after you return home through your World Nomads membership.
In case of serious injury, sudden illness, an accident, hospitalisation or where your medical expenses will exceed AUD$2,000, you must contact the Emergency Assistance Team immediately.
For all other situations just follow these steps:
Step 1. Gather your receipts
It's helpful to get all of your receipts and invoices together first and submit all expenses for your claim at once. Keep copies of every expense, bill, invoice and medical or police report as you will need to provide these to the claims team so they can assess your claim.
Step 2. Sign in to your membership
Sign into your World Nomads membership. Use the links to 'Make a claim' once signed in to your membership dashboard.
Step 3. Make a new claim
Select the policy you wish to claim against: Just so you know, you'll need to submit a new claim for each individual event and type of expense.
Step 4. Tell us what happened
Simply follow the prompts and answer all the questions relevant to your claim to tell us who was involved, what happened and when.
Step 5. List your expenses
List each expense for the amount shown on your receipt/invoice and answer all other questions.
Step 6. Add your bank details
Once assessed, your claim payout will be sent directly into your bank account. If you don’t know all of your bank information, you can 'save progress' on your claim then once you have this information, simply log in and continue on with your claim. Sorry, but it isn't possible to continue submitting your claim without your bank details.
Step 7. Now we'll need your supporting documentation
You'll be sent an email advising what documentation you will need to send us to support your claim.
Step 8. Upload your documentation, receipts, invoices or other proof of your expenses
If you need help to upload, there are instructions on how to do this in the email we sent you.
Step 9. Review your claim
Check your claim details or edit your claim before you submit it if needed.
Step 10. Submit your claim
Check that your contact details are correct and nominate someone to speak to us about your claim on your behalf if you need to. Then submit your claim. You will be sent an email confirmation that your claim has been submitted and we will pass your claim details onto your insurer’s claims team.
Your claim will be managed by nib Travel Services. The claims team will review the information and documents you have provided within 10 business days and will let you know if a decision about your claim has been made. Alternatively, if further information, documents are required or if there is a need to sight the originals (of the copies you have provided) to finalise your claim, the claims team will let you know what else is required.
Once a claim is approved, you should receive payment within 5 business days.
How to contact the claims team
Australian residents email: claimsAUS@worldnomads.com
Phone (local call within Australia): 1300 787 375
Phone (while overseas): +61 2 8263 0400
Fax (everywhere): +61 2 8263 0494
World Nomads Claims
nib Travel Services
PO Box A975
Sydney NSW 1235 Australia
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 your policy is underwritten by certain underwriters at Lloyd’s.
This is only a summary of cover and does not include the full terms and conditions of the policy. You should read your PDS in full, so you understand what is and isn’t covered. That way there won’t be any surprises if you need to use it. If you have any questions, please get in touch.
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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
From anywhere in the world:
+61 2 8263 0470
From anywhere in the world:
+61 2 8292 1470
Within Australia:
1300 787 375
SMS:
+61 4 1720 4602
Contact our Claims Team
We’re here to help if you have a question about your claim. We’re available: