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How do I resolve a travel insurance complaint?

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.

 

Your right to make a Complaint

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 any concerns or wish to make a complaint in relation to this policy, our services or your insurance claim, please contact nib Travel (who manage Qantas Travel Insurance) using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.

Travel Complaints Department - nib Travel Services (Australia)

Mail: PO BOX A975, Sydney South NSW 1235

Email: travelcomplaints@nibtravel.com

Phone: 1300 025 121

We will acknowledge your complaint within 1 business day and provide you with the contact details of the person handling your complaint. 

We will do our best to resolve the complaint to your satisfaction within 10 business days. If we are unable to do so, we will follow the following Complaints Handling Process detailed below:

Complaints Handling Process - Policies purchased on or after 10 March 2020

If we are unable to resolve the complaint to your satisfaction within 10 business days, we will keep you informed about the progress of your complaint at least every 10 business days and our final decision will be provided to you in writing within 30 calendar days of the date on which you first made the complaint. 

If we require further information, we will only ask for information that is relevant to our decision about your complaint. You may request the information that we relied on when making our decision, and unless we are unable to, we must give you that information within 10 business days of you asking.

Complaints Handling Process - Policies purchased before 10 March 2020

If we are unable to resolve the complaint to your satisfaction within 10 business days, we will provide you with regular updates and, depending on the outcome, may engage Lloyd’s Australia, who will determine whether it will be reviewed further by their office or the Lloyd’s UK Complaints Team.

Lloyd’s contact details are:

Telephone: +61 (2) 8298 0783

Email: idraustralia@lloyds.com

Mail: Lloyd’s Australia Limited, Level 16, 1 Macquarie Place, Sydney NSW 2000

 

External Review

You may refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time, or if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint. AFCA’s contact details are as follows:

Australian Financial Complaints Authority

Mail: GPO Box 3, Melbourne VIC 3001

Telephone: 1800 931 678 

Web: www.afca.org.au 

Email: info@afca.org.au

 

Should you choose to refer your complaint to AFCA, you must do so within 2 years of our final decision.

 

For any concerns relating to the Qantas Frequent Flyer program 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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