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How do I resolve a travel insurance complaint or dispute?

We recognise that sometimes things go wrong, and when they do, we want you to tell us so we can try and make them right as soon as possible. We also know that member feedback can help improve the quality of service. You can either call us on 1300 783 146 or email us at qantastravelinsurance@nib.com.au.

Complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, our representatives, affiliates, or service providers, please contact:

Customer Relations Australia

Phone:    1300 025 121

Email:     idr-care@nib.com.au

Mail:       PO Box A975, Sydney South NSW 1235

nib (who manages Qantas Travel Insurance) will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 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.

Dispute Resolution Process

If you are not satisfied with the response to your complaint, we will refer your complaint to XL Insurance Company SE, Australia branch, for consideration under their dispute resolution process. You can contact XL Insurance Company SE, Australia branch, regarding your complaint at:

The Complaints Officer

Phone:     02 8270 1400

Fax:          02 8235 5110

Email:      idraustralia@axaxl.com

Mail:        XL Insurance Company SE (Australia branch), L28 123 Pitt St, Sydney NSW 2000

Your dispute will be acknowledged within 5 working days of receipt, and XL Insurance Company SE, Australia branch, will send a final response on behalf of the Underwriters within 15 business days.

Independent review

If we are unable to resolve your complaint within 45 days 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 Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA can be contacted:

Website:   www.afca.org.au

Phone:     1800 931 678

Email:       info@afca.org.au

Mail:         Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

For any concerns relating to Qantas Frequent Flyer generally, please contact 13 11 31.

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Qantas Travel Insurance policies are managed by nib Travel Services (Australia) Pty Limited ABN 81 115 932 173 AFSL 308461 (nib Travel Services) and underwritten by XL Insurance Company SE, Australia branch (ABN 36 083 570 441). Qantas (AR 261363) is an authorised representative of nib Travel Services. This is general advice only. You should consider the Product Disclosure Statement (PDS) and your personal circumstances before making any decision about whether to acquire a travel insurance product. Insurance cannot be purchased more than 12 months before travel.

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