Travel Insurance: How 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 $2,000, you must contact the Emergency Assistance Team immediately.

For all other situations, it’s easy to claim online, just follow these steps:

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 report as you will need to provide these to the claims team so they can assess your claim.

2. Sign in

Sign into your World Nomads membership. Use the links to 'Make a claim' once signed in to your membership dashboard.

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.

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.

5. List your expenses

List each expense for the amount shown on your receipt/invoice and answer all other questions.

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.

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.

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.

9. Review your claim

Check your claim details or edit your claim before you submit it if needed.

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.

11. Communicate with the claims team

You can email or call:

Australian residents email:
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.

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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.

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From anywhere in the world:
+61 2 8263 0470

From anywhere in the world:
+61 2 8292 1470

Within Australia:
1300 787 375

+61 4 1720 4602

Contact our Claims Team

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

Contact us


Within Australia:
1300 787 375

From anywhere in the world:
+61 2 8256 1542