If you have had any issues during your travels and you need to make a claim, just contact our claims team after you've submitted your claim online.
You must follow the instructions set out in How to get help in the Policy Document. Once the emergency is dealt with, you may need to submit a claim on your return. We will work directly with the Emergency Assistance team in the event of a medical emergency and keep you informed along the way.
How your travel insurance claim will be managed
nib Travel Services (Australia) can handle your claims under this policy on behalf of the insurer. We will work with you while assessing your claim. The claims assessment team will:
- Confirm receipt of your claim in writing within 10 business days upon receipt of a completed claim form, provide you with a claim number and allocate a case manager to your claim.
- Inform you in writing within 10 business days of receipt if additional information is required.
- Process your claim within 10 business days of receiving all necessary supporting documentation. The claims team determine which expenses are covered (or not covered), calculate the settlement value of your claim and inform you in writing of their decision on your claim.
- Deposit approved payments into your New Zealand bank account unless you advise us to pay someone else. We are not responsible for your bank fees or charges applicable to this payment.
Your claim will be managed by the claims team at nib Travel Services. If you have a question about your claim, please contact the claims team.
Contact the claims team
We’re here to help if you have a question about travel insurance. We’re available:
Monday to Friday 11:00am - 8:00pm (NZST/NZDT)
Saturday to Sunday closed (NZST/NZDT)
Phone
Within New Zealand:
0800 666 237
From anywhere in the world:
+61 2 8256 1542
Within Australia:
1300 787 375
This is only a summary of coverage and does not include the full terms, conditions, limitations and exclusions of the policy. You should read your Policy Document 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.
The information provided is of a general nature and is provided for information purposes only. It does not constitute financial advice in any form and should not be relied on as a substitute for obtaining professional advice that is specific to your circumstances. You should seek advice from a financial advice provider if you would like further information about whether a particular product is appropriate for you and your circumstances.
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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:
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
Within New Zealand:
0800 666 237
From anywhere in the world:
+61 2 8256 1542
Within Australia:
1300 787 375