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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 about any aspect of your relationship with nib Travel (who manages COTA travel insurance policies), including your policy, our services or your insurance claim, please contact us using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.
For more information on our complaints policy, please refer to the nib Travel Complaint Policy.
nib Travel Services 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. Where they are unable to do so, they will follow the following 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 they 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.
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:
Should you choose to refer your complaint to AFCA, you must do so within 2 years of our final decision.
Someone to act on your behalf