For information relating to policies purchased prior to 27 June 2024, please check the Policy Wording provided with your purchase. You can contact us if you need this sent to you again. For policies purchased from 27 June 2024, please see below.
As we've recently changed our insurer, please select the date you bought your policy:
For policies purchased on or after 27 June 2024
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. If you have questions or concerns about the administration of your policy or if you wish to make a complaint, you can do so at any time by referring the matter to:
Customer Relations
nib Travel Services Europe Limited
City Quarter, Lapps Quay
Cork, Ireland T12 Y3ET
Phone: +353 (0)21 237 8006
Email: customercareEU@worldnomads.com
If you have any questions or concerns about the policy wording, claims or emergency medical assistance service or if you wish to make a complaint, you can contact us on the below details:
Email: worldnomads.comp@collinsoninsurance.com
Any written correspondence should be headed ‘COMPLAINT’ and you should include copies of supporting material.
Quality Department Collinson Insurance Solutions Europe Limited
Sussex House, Perrymount Road
Haywards Heath, West Sussex
RH16 1DN, United Kingdom
Note: World Nomads has an internal disputes resolution (IDR) process through which your complaint will be managed. For more information around specific timeframes related to the complaints process refer to your policy wording.
Still not happy?
Following the investigation of your complaint, we will respond within the time frames outlined in the policy wording for your country of residence. If you aren’t satisfied with the final response, you may contact the respective complaints authority in your country of residence as the next step in seeking resolution:
Belgium
Ombudsman des Assurances
Square de Meeûs 35
1000 Brussels
BCE: 884.072.054
Tel: +32 (0) 2 547 58 71
Email: info@ombudsman.as
Website: ombudsman.as/fr
Complaint form: https://www.ombudsman-insurance.be/fr/complaint/formulaire-de-plainte
Denmark
Danish Insurance Complaints Board
(Ankenævnet for Forsikring)
Østergade 18, 2.
1100 København K
Denmark
Tel: +45 33 15 89 00
Email: ankeforsikring@ankeforsikring.dk
Website: ankeforsikring.dk
Complaint form: https://ankeforsikring.dk/Sider/english.aspx
Germany
BaFin (Bundesanstalt für Finanzdienstleistungsaufsicht)
Graurheindorfer Straße 108, D
53117 Bonn
Germany
Telephone: +49 (0)228 299 70 299 from overseas or 0800 2 100 500 (free of charge from Germany)
Website: www.bafin.de
Complaint page: https://www.bafin.de/EN/Verbraucher/BeschwerdenStreitschlichtung/BeiBaFinbeschweren/BeiBaFinbeschweren_node_en.html
Netherlands
Klachteninstituut Financiële Dienstverlening (KIFID)
Postbus 93257
2509 AG DEN HAAG
The Netherlands
Tel: +31(0)70-333 8 999
Email: consumenten@kifid.nl
Website: KIFID Complaints; or
When dealing with a financial service provider abroad, refer to:
KIFID Complaints - Financial service providers abroad
Complaint form: https://www.kifid.nl/wp-content/uploads/2024/04/Kifid-Klachtformulier-ENG-consument-1-april-2024.pdf
For policies purchased before 27 June 2024
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. If you have questions or concerns about the administration of your policy or if you wish to make a complaint, you can do so at any time by referring the matter to:
Customer Relations
nib Travel Services
PO Box 912
South Cork DSU
Cork, Ireland
Phone: +353 21 237 8006
Email: CustomerCareEU@worldnomads.com
If you have any questions or concerns about the policy wording, claims or emergency medical assistance service or if you wish to make a complaint, you can contact us on the below details:
Belgium
Phone:+32 (0)2 808 66 32
Email: relation.clientele@axa-assistance.es
Denmark
Phone: +45 89 87 30 23
Email: relation.clientele@axa-assistance.es
Germany
Phone: +49 (0)335 5622 3012
Email: relation.clientele@axa-assistance.es
Netherlands
Phone: +31 (0)20 8080731
Email: relation.clientele@axa-assistance.es
Note: World Nomads has an internal disputes resolution (IDR) process through which your complaint will be managed. For more information around specific timeframes related to the complaints process refer to your policy wording.
Still not happy?
Follow the investigation of your complaint, we will respond within the time frames outlined in the policy wording for your country of residence. If you aren’t satisfied with the final response, you may contact the respective complaints authority in your country of residence as the next step in seeking resolution:
Belgium
Ombudsman des Assurances
Square de Meeûs 35
1000 Brussels
BCE: 884.072.054
Tel: +32 (0) 2 547 58 71
Email: info@ombudsman.as
Website: ombudsman.as/fr
Denmark
Danish Insurance Complaints Board
(Ankenævnet for Forsikring)
Østergade 18, 2.
1100 København K
Denmark
Tel: +45 33 15 89 00
Email: ankeforsikring@ankeforsikring.dk
Website: ankeforsikring.dk
Germany
Federal Financial Supervisory Authority (BaFin)
Insurance Supervision Division
Graurheindorfer Straße 108
53117 Bonn
Germany
Tel: +49 (0)228 4108-0
Email: poststelle@bafin.de
Website: Filing a complaint with BaFin
Netherlands
Klachteninstituut Financiële Dienstverlening (KIFID)
P.O. box 93257
2509 AG DEN HAAG
The Netherlands
Tel: +31(0)70-333 8 999
Email: consumenten@kifid.nl
Website: KIFID Complaints; or
When dealing with a financial service provider abroad, refer to:
KIFID Complaints - Financial service providers abroad
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Contact our Emergency Medical Assistance Team
For help in an emergency, contact our Emergency Medical Assistance Team. They are available 24 hours a day, 7 days a week.
Contact us
For policies purchased on or after 27 June 2024:
worldnomads.assist@collinsoninsurance.com
_________________
For policies purchased before 27 June 2024
Contact our Claims Team
We’re here to help if you have a question about your claim. We’re available
Contact us
For policies purchased on or after 27 June 2024:
For policies purchased before 27 June 2024
For policies purchased on or after 27 June 2024:
Belgium
worldnomads.clmsbe@collinsoninsurance.com
Denmark
worldnomads.clmsdk@collinsoninsurance.com
Germany
worldnomads.clmsde@collinsoninsurance.com
Netherlands
worldnomads.clmsnl@collinsoninsurance.com
_________________
For policies purchased before 27 June 2024: