If you're not satisfied with our service

At World Nomads, we pride ourselves in providing outstanding service and insurance product for our travellers. We’re here to help you and appreciate any feedback to improve. That said, we do understand that sometimes you may not be happy with the outcome of a claim or the service received from us or our insurance partners.

If this is the case, let us know.

Phone: 0800 666 237 (within New Zealand) or +61 2 8263 0400

Fax: +61 2 8263 0494

Email: [email protected]

There are established procedures for dealing with complaints and disputes regarding your policy or claim. These services are free to all policyholders and may be of assistance, should the need arise.  If you have a complaint about any aspect of your relationship with us, including your policy, our services or your insurance claim, please contact nib Travel (who manage World Nomad Insurance) and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure. 

nib Travel will acknowledge your complaint within 5 business day and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 10 business days. If more time is needed to collect necessary information or complete any further investigation required, nib will agree with you a reasonable alternative timeframe. Please refer to the new Policy Document for the complaints process.

If we are unable to resolve your complaint within 2 months of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Insurance & Financial Services Ombudsman (IFSO).

The IFSO provides a free and independent dispute resolution service for consumers who have a dispute with their financial service provider falling within the terms of reference.  You can contact IFSO at:

Insurance & Financial Services Ombudsman

Website: ifso.nz

Email: [email protected]

Telephone: 0800 888 202 or +64 4 499 7612

In writing to: Insurance & Financial Services Ombudsman Scheme (IFSO),

PO Box 10-845, Wellington 6143, New Zealand

This is only a summary of cover and does not include the full terms, conditions, limits, and exclusions of the policy. You should read your Policy Document in full, so you understand what is and isn’t covered. If you are unsure about your level of travel cover, please contact us for help.


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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.

Contact us

Phone

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

Phone

Within New Zealand:
0800 666 237

From anywhere in the world:
+61 2 8256 1542

Within Australia:
1300 787 375