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For policies purchased from 27 June 2024
At World Nomads, we pride ourselves in providing the best service and the best products for our customers. We’re here to help you, and we appreciate any feedback you have so we can improve our offering to you.
Complaints (Policy sales or Administration)
World Nomads has a dedicated complaints team who can help with any concerns you may have in relation to the sales and administration of our products and our customer service. You can contact us at:
Customer Relations
nib Travel Services Europe Limited Third Floor, City Quarter,
Lapps Quay,
Cork, T12 Y3ET,
Ireland
Email: CustomerCareIRL@worldnomads.com
Phone: 1800 903 008 (free call in Ireland) or +353 21 237 8001 (outside of Ireland)
Monday - Friday 9:00am - 5:00pm (IST/GMT)
Complaints (Claims or Emergency Medical Assistance)
If your complaint relates to the handling of your claim or an emergency medical assistance case, you can raise your complaint directly with Collinson Insurance Solutions Europe Limited who manages claims, emergency medical assistance and complaints on behalf of your insurer, Collinson Insurance Europe Limited.
You may contact Collinson Insurance Solutions Europe Limited at:
Quality Department
Collinson Insurance Services Limited
Sheencroft House, 10-12 Church Road,
Haywards Heath, RH16 3SN, United Kingdom
Email: worldnomads.comp@collinsoninsurance.com
Complaints Process
- 5 Business Days: Your complaint will be acknowledged in writing within 5 business days of receipt.
- 20 Business Days: We will aim to provide our final decision based on the evidence presented. If there is a delay in completing our investigation, you will provide an update within this time.
- 40 business Days: You will receive a response within 40 business days of us receiving your complaint.
Still not happy?
Should you remain dissatisfied or fail to receive a final answer within 40 business days of us receiving your complaint, you may refer your complaint within 6 years to an independent authority for consideration:
Financial Services and Pensions Ombudsman's Bureau
3rd Floor, Lincoln House, Lincoln Place, Dublin 2, D02 VH29 Ireland Website: www.fspo.ie
Phone: +353 (0) 1 567 7000
E-mail: info@fspo.ie
This service is free of charge.
This service can advise you on how to proceed further and may help in resolving your complaint. You must have completed the above procedure before the FSPO will consider your case. Your legal rights are not affected.
Complaints may also be submitted to the Office of the Arbiter for Financial Services in Malta:
Office of the Arbiter for Financial Services (Malta)
N/S in Regional Road, Msida, MSD 1920, Malta Online form: https://financialarbiter.org.mt/oafs/enquiry Phone: (+356) 21249245
For the resolution of cross-border disputes, it is possible to submit a complaint to the competent foreign system by requesting the activation of the FIN-NET procedure, which can be found by accessing the website ec.europa.eu/fin-net.
Following this complaint procedure does not stop you from taking legal action.
For policies purchased between 1 September 2021 and 27 June 2024
At World Nomads, we pride ourselves in providing the best service and the best products for our customers. We’re here to help you, and we appreciate any feedback you have so we can improve our offering to you.
Complaints (Policy Sales or Administration)
World Nomads has a dedicated complaints team who can help with any concerns you may have in relation to the sales and administration of our products and our customer service. You can contact us at:
Customer Relations
nib Travel Services Europe Limited Third Floor, City Quarter
Lapps Quay
Cork T12 Y3ET Ireland
Email: CustomerCareIRL@worldnomads.com
Phone: 1800 903 008 (free call in Ireland) or +353 21 237 8001 (outside of Ireland) Monday - Friday 9:00am - 5:00pm (IST/GMT)
Complaints (Claims or Emergency Medical Assistance)
If your complaint is regarding the handling of your claim or an emergency medical assistance case, you can raise your complaint directly with the insurer, Inter Partner Assistance S.A., who manages your claim.
Monday - Friday 9:00am - 5:00pm (IST/GMT) Phone: +353 90 640 6460
Email: claimcomplaints@axa-travel-insurance.com
Complaints Process
- 5 Business Days: Your complaint will be acknowledged in writing within 5 business days of receipt.
- 20 Business Days: Inter Partner Assistance S.A will aim to provide a final decision based on the evidence presented. If there is a delay in completing our investigation, you will provide an update within this time.
- 40 business Days: You will receive a response within 40 business days of your complaint being received.
Still not happy?
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
Phone: +353 (0) 1 567 7000
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 Europe Limited 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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Contact us
For policies purchased on or after 27 June 2024:
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For policies purchased before 27 June 2024:
Phone: +353 (0) 90 640 6460
For policies purchased on or after 27 June 2024:
worldnomads.assist@collinsoninsurance.com
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For policies purchased before 27 June 2024:
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:
worldnomads.clmsie@collinsoninsurance.com
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For policies purchased before 27 June 2024:
https://worldnomads.claims.axa.travel
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