As we've recently changed our insurer, please select the date you bought your policy:
- Policies purchased on or after 1 September 2021
- Policies purchased between 1 August 2019 and 31 August 2021
- Policies purchased before 1 August 2019
For policies purchased on or after 1 September 2021
At World Nomads, we pride ourselves in providing the best service and the best product for our customers always. We’re here to help you and appreciate any feedback to help us improve on our product and service.
Complaints – where to start
World Nomads has a dedicated complaints team who can help with any concerns you may have in relation to our products and customer service. You can contact us on the below details.
Customer Relations
nib Travel Services
PO Box 912
South Cork DSU
Cork, Ireland
Phone: 0800 260 5081 (local call in the United Kingdom) or +353 21 237 8000 (outside the United Kingdom)
Monday - Friday 9:00am - 5:00pm (BST/UTC)
Email: CustomerCareGBR@worldnomads.com
Claims or Emergency Assistance
If your complaint is in regards to the handling of your claim or the emergency assistance case, then you can raise your complaint directly with the insurer who manages your claim - please see the below details.
Monday - Friday 9:00am - 5:00pm (IST)
Phone: +353 90 640 6460
Email: claimcomplaints@axa-travel-insurance.com
Still not happy?
Inter Partner Assistance S.A. will acknowledge each complaint in writing within 5 business days and provide you with an update within 20 business days of receiving it, or agree with you another reasonable timeframe.
Within 40 business days or as otherwise agreed, Inter Partner Assistance S.A. will advise you of our final decision, what we have done to investigate your complaint, and what information we have used.
If you still aren’t satisfied, or if you haven’t received a final response within 40 business days, you may contact the Financial Services and Pensions Ombudsman's Bureau as the next step in seeking resolution.
Financial Services and Pensions Ombudsman's Bureau
3rd Floor, Lincoln House, Lincoln Place
Dublin 2
D02 VH29 Ireland
Website: www.fspo.ie
Tel: 01 567 7000 (within Ireland)
Tel: +353 1 567 7000 (from overseas)
Fax: 01 662 0890
E-mail: info@fspo.ie
This service is free of charge.
The European Commission also provides an online dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for nib Travel Services is the Financial Services and Pensions Ombudsman's Bureau, which you can contact directly using the details above.
For more information about ODR please visit: http://ec.europa.eu/odr
For policies purchased between 1 August 2019 and 31 August 2021
At World Nomads, we pride ourselves in providing the best service and the best product for our customers always. We’re here to help you and appreciate any feedback to help us improve on our product and service.
However, if you are not satisfied with the outcome of a claim or the service you received from us, and you wish to make a complaint, please contact:
Customer Relations
nib Travel Services
PO Box 912
South Cork DSU
Cork, Ireland
Phone: 0800 260 5081 (local call in the United Kingdom) or +353 21 237 8000 (outside the United Kingdom)
Email: CustomerCareGBR@worldnomads.com
If you remain dissatisfied after nib Travel Services has considered your complaint, or you have not received a decision by the time nib Travel Services has taken eight (8) weeks overall to consider your complaint, you can refer your complaint to the Financial Ombudsman Service or the Financial Ombudsman Service at either:
Financial Services Ombudsman
3rd Floor, Lincoln House
Lincoln Place
Dublin 2
Ireland
Tel: +35 3 1 6 620 899
Fax: +353 1 6 620 890
E-mail: enquiries@financialombudsman.ie
or
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone Number:
From within the United Kingdom
0800 0234 567 (calls to this number are free on mobiles and landlines) or 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).
From outside the United Kingdom
+44(0) 20 7964 0500
Fax number: +44 (0) 20 7964 1001
Text number: 07860 027 586 call back service
The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information contact them on the above numbers or address, or view their website: www.financial-ombudsman.org.uk.
The European Commission also provides an on-line dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for Nomadic Insurance Benefits Limited is the Financial Ombudsman Service, which can be contacted directly using the contact details above. For more information about ODR please visit http://ec.europa.eu/odr.
For policies purchased before 1 August 2019
At World Nomads, we pride ourselves in providing a high quality service for our customers always. 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 there can be customers that are not satisfied with the outcome of a claim or the service they received from us.
If you are not satisfied with any aspect of the service provided by us, our assistance company or insurers, please get in touch.
Contact us
If at all possible, we’ll do what we can to resolve your complaint at the time it occurs. Contact us and we’ll make it a priority to resolve any issues you may have.
Phone: 1800 903 008 (local call in Ireland) and +353 21 237 8001
(from overseas)
Email: CustomerCareEU@worldnomads.com
nib Travel Services Europe Limited
PO Box 912
South Cork DSU
Cork
The Customer Relations team manage complaints through an internal disputes resolution (IDR) process. They’ll acknowledge each complaint in writing within 5 business days and endeavor to respond within 20 business days of receiving it, or agree with you another reasonable timeframe.
Within 40 business days or as otherwise agreed, we will advise you of our final decision, what we have done to investigate your complaint, and what information we have used.
If you still aren’t satisfied, or if you haven’t received a final response within 40 business days, you may contact the Financial Services and Pensions Ombudsman's Bureau as the next step in seeking resolution.
Financial Services and Pensions Ombudsman's Bureau
3rd Floor, Lincoln House, Lincoln Place
Dublin 2
D02 VH29 Ireland
Website: www.fspo.ie
Tel: 01 567 7000 (within Ireland)
Tel: +353 1 567 7000 (from overseas)
Fax: 01 662 0890
E-mail: info@fspo.ie
This service is free of charge.
The European Commission also provides an online dispute resolution (ODR) platform that allows consumers to submit their complaint through a central site, which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. The ADR scheme for nib Travel Services is the Financial Services and Pensions Ombudsman's Bureau, which you can contact directly using the details above. For more information about ODR please visit: http://ec.europa.eu/odr
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For help in an emergency, contact the Emergency Assistance Service. They are available 24 hours a day, 7 days a week.
Contact us
For policies purchased on or after 1 September 2021:
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For policies purchased on or after 1 November 2018:
For policies purchased on or after 1 September 2021:
worldnomadsassist@axa-assistance.com
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For policies purchased on or after 1 November 2018:
For policies purchased on or after 1 September 2021:
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For policies purchased on or after 1 November 2018:
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For policies purchased before 1 November 2018:
For policies purchased on or after 1 September 2021:
https://worldnomads.claims.axa.travel/
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For policies purchased on or after 1 November 2018:
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For policies purchased before 1 November 2018: