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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

We define a complaint to be an expression of dissatisfaction made to or about Qantas Travel Insurance, related to our products, services, employees or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

There are established procedures for dealing with complaints and disputes. These services are free to all policyholders and may be of assistance, should the need arise.

If you wish to make a complaint, please contact nib Travel Services (Australia) Pty Ltd (nib), who manage Qantas Travel Insurance policies, using the details below. They will attempt to resolve your complaint in accordance with their Internal Dispute Resolution procedure.

Travel Complaints Department - nib Travel Services (Australia) Pty Ltd

Mail: PO BOX A975, Sydney South NSW 1235


Phone: 1300 025 121

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

They will do their best to resolve the complaint to your satisfaction within 10 business days. If they are unable to do so, they will follow the Complaints Handling Process detailed below.

 Complaints Handling Process

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

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

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



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.


Need help?

Interpretation Services 

  • The Translating and Interpreting Service (TIS National) is a free interpreting service which aims to provide equitable access to key services, which are not government funded, for people with limited or no English language proficiency. Visit their website for more information. 

Relay Call Services 

  • The National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Visit their website for more information. 

Someone to act on your behalf

  • You may wish for someone else to deal with your complaint on your behalf. This might be a family member, friend or advocate. If so, you will need to let us know who that person is, so that we can make a record of the authorisation you have provided them and allow them to speak and make decisions on your behalf. 


Qantas Travel Insurance policies are managed by nib Travel Services (Australia) Pty Limited (nib) ABN 81 115 932 173 AFSL 308461 and underwritten by Pacific International Insurance Pty Ltd, ABN 83 169 311 193. Qantas (AR 261363) is nib’s authorised representative and acts on behalf of nib. This is general advice only. Consider the Product Disclosure Statement (PDS), Target Market Determination (TMD) and your personal circumstances before you buy.

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