Complaints, Service and Feedback

If you have any feedback about our service – positive or negative – we would like you to share it with us. You can either call us on 1300 1300 50 or email us at [email protected].

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 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.  

Travel Complaints Department 
nib Travel Services (Australia) 
PO BX A975, Sydney South NSW 1235 
[email protected]
1300 025 121 

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.

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.

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  
GPO Box 3, Melbourne VIC 3001  
Telephone: 1800 931 678   
Web: www.afca.org.au    
Email:[email protected]   

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

Other information 

Interpretation Services  

  • 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. 

Teletypewriter 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.