To submit a claim online simply follow the below instructions:
We want to make sure you have a good claims experience, so before you get started, check out the below considerations. If in doubt, our claims team are ready and waiting to help you once you submit your claim.
If you want to upload documentation and receipts that are in email format, you will need to either:
Converting to PDF - If you haven't used a PDF Writer before, it is typically quick and easy to convert emails to PDF with most email services (eg. Gmail, Outlook), as long as you have a 'PDF Converter' installed on your computer (eg. CutePDF). Most computers come with this type of program already installed these days, but you can download one for free if you don't have one.
Once you've got a PDF Converter installed, all you need to do to create electronic PDF copies of your emails, is to:
If you don't feel comfortable using a PDF converter, or simply can't get it to work - we've all been there - then print out the emails and either scan them or take digital photos of them.
Note: if what you are trying to upload is an attachment to an email (rather than the body of the email itself), it will normally already be in PDF format. Simply save it to your computer (by right clicking on it), and then upload it.
Once you've started your claim online and entered your expenses, you will have received an email from us telling you what documents you need to submit with your claim.
Once you have gathered together all your documents, you need to log back in to your account and upload them and to do this they obviously have to be digital (or electronic) copies.
In many cases such as e-tickets you may already have electronics copies (eg. PDF files) that are likely to be stored in your email somewhere. This is a head start! Find them and save them to a convenient location for when you are ready to upload.
Where you've only got paper copies such as paper receipts or hospital reports you have two choices:
We accept the following file formats:
If you're completing your claim online, and you don't have all the documents we requested from you, don't panic! Sometimes, despite your best efforts, it's just not possible to get them.
Here's what to do.
If you've lost (or don't have) a receipt:
If the item was a gift:
If you don't have a report (eg. Medical Report, Property Irregularity Report, Repair Report)
If we've asked you to provide a Police Report, Medical Report or some other documentation to verify the facts of your claim and you don't have them:
Once you've obtained most of documents we requested, and created digital copies, it's time to complete your claim submission.
Remember, when you need to upload the documents, if you don't have them you'll be able to make a note against that particular document explaining why.
When you are completing your claim online, we ask you for electronic copies of all documents.
However, for all claims, you need to be able to provide us with the originals if we request them. We will let you know if this is the case.
If you are uploading electronic copies of documents, receipts and invoices to online claims, we accept the following file formats:
Once your claim is submitted together with all the documentation requested, you will receive an email from us with your Claim Number. (This is normally within the first 2 business days, but it can take a little longer during our busier season.)
Before we can make a decision about your claim, we need to review the information and documents you have provided.
Because every claim is different however, this can take up to 10 business days. If further documentation or information is required or we need to sight the originals (of the copies you have provided) we will contact you within 10 business days. If no further evidence is required you will be notified of the decision of your claim within the same timeframe.
If your claim is approved, you should receive payment within five business days.
If you need help in making a claim or would like to follow up on the status of a claim please contact us using the details below.
nib Travel Claims Department
PO Box A975,
Claim not supported?Download a claim form to submit via email.