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 NOMADS – 0800 666 237 (free call in New Zealand) or+612 8256 1542 (from overseas)
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) using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.
Travel Complaints Department
Mail: PO Box A975, Sydney South NSW 1235 Australia
Email: [email protected] Phone: 0800 800 608
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.
If you are not satisfied with the response to your complaint, you should contact Lloyd’s for consideration under their dispute resolution process. You can contact Lloyd’s at:
Mr Scott Galloway
c/- Hazelton Law
Level 29, Plimmer
Towers, 2–6 Gilmer
Terrace
PO Box 5639
Wellington New Zealand
Phone: +64 4 472 7582
Email: [email protected]
Your dispute will be acknowledged within 5 business days of receipt, and Lloyd’s will send a final response on behalf of the underwriters within 10 business days.
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 its terms of reference.
IFSO can be contacted at:
Insurance & Financial Services Ombudsman Scheme (IFSO)
Mail: PO Box 10-845, Wellington 6143, New Zealand
Web: www.ifso.nz Phone: 0800 888 202 or +64 4 499 7612
Email: [email protected]
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