nib Travel Insurance

Coronavirus (COVID-19) Information Hub

Information about cancelling your holiday plans in the wake of Coronavirus

Coronavirus FAQ

Please see below for a Q&A for customers who are planning to travel. For full information relating to the Coronavirus outbreak please refer to the Australian Government's Smart Traveller website for more information on the risks and advice on the preventative measures and always refer to your PDS for specific queries related to your policy.

Last Updated: 09/04/2020

Before you buy travel insurance

1 Why can’t I purchase a travel policy at the moment?

Due to COVID-19, and the travel restrictions imposed by a number of governments across the world, nib Travel has temporarily ceased issuing new policies for travel insurance

This change is effective close of business on Wednesday 1 April 2020.

We will continue to monitor the situation closely and will advise travellers once we resume issuing new travel insurance policies.

We apologise for any inconvenience this causes and understand you will have questions about what this means for your individual circumstances. You may already find the answers to common questions in our FAQs, and we will continue to update these as soon as possible.

Published 27 March 2020

2. When will I be able to purchase a policy again?

At this stage we can't say with certainty when we will be able to start selling international travel insurance again. Our first priority is making sure our existing customers are safe and assisting them in these difficult times. We will continue to monitor the government warnings.

Updated 9 April 2020

3. What if I am still intending to travel?

If you're are continuing your journey, contact your airline 72hrs before your flight. Check if it has any special requirements you will need to meet prior to travel. Some airlines may require a medical clearance or confirmation that you are a resident or citizen of the county you are intending to enter or transit through.

Make sure you are able to enter your intended destination as there may be additional entry requirements. This may also apply to any countries you are required to transit through, so please ensure you check all destinations or transit locations. Check whether your intended destination has any quarantine or self-isolation requirements and if all services are available. Find out if you are you still able to access your accommodation and buy food.

As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the Coronavirus (COVID-19), all "Do Not Travel" bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to continue your journey or choose to travel as this decision may also effect or limit cover for insured events.

Updated 9 April 2020

4. If I travel and contract COVID-19 overseas, will my medical costs be covered?

There is a General exclusion for a loss arising from an epidemic or pandemic. This exclusion applies to all sections, for policies purchased before and after the cut-off date. If you become ill while travelling, you may contact nib International Assistance for support and guidance. If you are out of pocket for medical costs, you are welcome to submit a claim and all supporting documentation for consideration.

Published 16 March 2020

5. What cancellation and medical cover is available for SARS-CoV-2/COVID-19 if I purchased my policy prior to the applicable cut-off date?

If your trip is cancelled, contact your travel providers to see if you can receive a refund or a credit. In order for the policy to offer cover for cancelling or rearranging a trip, one of the events listed in “What are the events that will be covered under this section?” has to occur. If one of these events has not occurred, we’re not able to offer cover for these types of expenses. If you become ill while travelling, you may contact nib International Assistance for support and guidance. As there is a General exclusion for a loss arising from an epidemic or pandemic, we are not able to offer cover for any cancellation or medical costs you incur in relation to SARS-CoV-2 and/or COVID-19. If you are out of pocket, you are welcome to submit a claim and all supporting documentation for consideration. All claims are assessed against the policy terms, conditions, limitations and exclusions.

Published 16 March 2020


If you're currently travelling

6. Can I still extend my policy? What's the process for extending a current policy and, if it was initially purchased prior to the cutoff date, will it cover COVID-19? I want to get an extension as I'm stuck overseas – how do I do this?

This does not change the terms of your policy and you can still extend if you meet the eligibility criteria. Please note your cover may be effected if you alter your policy. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the Coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording to understand the impact before you alter your policy

If you’re not eligible for an extension and wish to continue travelling, be aware you may not be able to purchase any more cover with us.

Published 27 March 2020

7. I have a current policy with you – does this change?

No. Your current policy is still valid under the terms and conditions of the plan you have purchased. Our decision to stop issuing new policies for travel does not change the terms of your existing policy.

Published 27 March 2020

8 I need to get home and suspend my trip, as my plans have been cancelled.

If you’re on your trip and your holiday or tour has been cancelled, and you need to get home, there are a number of things you can do:

  1. Speak to your agent, airline, cruise line or tour operator to see if they can help rearrange your tickets. Many operators are offering refunds, and vouchers, without charging fees, to help travellers get home or where they need to be, as flights are cancelled and travel bans are imposed.
  2. Many governments, including Australia, New Zealand, UK and Ireland, have placed 'Do Not Travel' warnings on many, and in some cases, all destinations and we expect to see more in the coming weeks. We recommend you check your government’s travel advisory website. In addition, there may be 'Do Not Travel' warnings to certain regions. While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you do arrive home.
  3. This is a rapidly changing situation and governments may change their travel advice and bans at a moment’s notice. Make sure you stay informed about what is happening and follow the advice of local authorities.


Can I claim my additional expenses?

Whether or not your additional expenses are covered under your policy depends on the plan you purchased, when you bought your policy or extended it, and when you made your bookings. nib has issued cover cut-off dates for claims arising from coronavirus. Any policies purchased after these dates may not include cover for any costs directly or indirectly related to COVID-19. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy, and your individual circumstances

You can continue to submit a claim as per the terms and conditions of your policy. We recommend you keep your receipts to support any claim you make, and try to minimise your expenses as much as possible. As there’s a lot of concern over COVID-19 we are experiencing high volumes of enquiries, so if you have any claims-related questions it’s best to contact us and we’ll get back to you as soon as we can.

How can you help?

Our 24/7 emergency assistance team members are available to help get you in touch with local authorities, direct you to embassies and keep you updated on the situation. We have a number of Frequently Asked Questions (FAQs) about how COVID-19 may impact your travel plans.

Published 27 March 2020

9. Should return home or continue my trip?

Many people are unsure whether they should continue their holiday plans or cancel and return home. We can’t advise what’s best for you, but we do suggest you stay informed about what is happening in regards to COVID-19 in your local region and where you’re planning to travel to.

If you haven’t already, it’s a good idea to:

  1. Speak to your airline or travel operator to confirm your travel arrangements have not been disrupted.
  2. Check your government’s travel advisory website and that there are no warnings, bans or quarantine requirements in place for where you’re planning to travel to. Be aware these are updated regularly and changing very quickly at the moment, so check back daily to stay abreast of any changes.
  3. Make sure you stay informed about what is happening by watching and listening to local and international media, and follow local authorities’ advice and directions. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to stay where you are as this decision may also effect or limit cover for insured events to the extent your loss is exacerbated by them.


I’m experiencing a medical emergency and need help

If you’re experiencing a medical emergency and need medical help, contact our 24/7 Emergency Assistance team who can help direct you to or help you obtain medical help, and if medically necessary they can work with local authorities to repatriate you home, subject to the terms and conditions of your policy.

Published 27 March 2020

10. I’ve already left on my trip and the country I’m travelling to has been declared a “Do Not Travel” region – what do I do?

If you’re on your trip and your destination has been declared a ‘Do Not Travel’ area, then you need to decide whether to continue to that destination or not. A ‘Do Not Travel’ warning is issued following very careful consideration by the respective government, and travelling against such warnings will affect any cover that may be available under your policy.

If you decide to cancel and return home you should:

  1. Speak to your airline or travel operator to see if they can help rearrange your flights. Airlines are working to help many of their travellers get home or where they need to be, as flights are cancelled and travel bans imposed.
  2. Many governments including Australia, New Zealand, UK and Ireland have placed 'Do Not Travel' warnings on many, and in some cases all destinations and we expect to see more in the coming weeks. We recommend you check your government’s travel advisory website. In addition, there may be 'Do Not Travel' warnings to certain regions. While there are many bans and restrictions being imposed between countries, most are allowing their own citizens to come home, although you may be subject to quarantine measures when you arrive home.
  3. If you’re trying to travel to another destination, check that there are no bans in place before you make any travel bookings.
  4. This is a rapidly changing situation and governments may change their travel advice and warnings at a moment’s notice. Make sure you stay informed about what is happening and follow local authorities’ advice and directions.


Can I claim my additional expenses?

Whether or not your additional expenses are covered under your policy depends on the plan you purchased, when you bought your policy or extended it, and when you made your bookings. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the coronavirus, COVID-19, all "Do Not Travel" bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy before you choose to stay where you are as this decision may also effect or limit cover for insured events to the extent your loss is exacerbated by them. You can continue to submit a claim as per the terms and conditions of your policy. We recommend you keep your receipts to support any claim you make, and try to minimise your expenses as much as possible.

Please note as there’s a lot of concern over COVID-19 we are experiencing high volumes of enquiries, so if you have any claims-related questions it’s best to contact us and we’ll get back to you as soon as we can.

If it’s urgent please contact us.

If you decide to go anyway:

Many of our policies have general exclusions around travel to destinations with government warnings. You’ll need to check your policy and your home country’s government travel warnings (or the warning of the government department noted in your policy, if different to your home country) to better understand how these may affect you and your travel insurance coverage in these regions. If your policy has an exclusion for travel to a country or region where the government has issued a ‘Do Not Travel’ warning, and you choose to travel there, no cover is available in any event under any section of your policy.

Published 27 March 2020

11. If I’m being advised to quarantine; are any of my accommodation or re-booking expenses covered?

Some governments have imposed quarantines in relation to Coronavirus (COVID-19) which may affect some travellers’ plans. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the Coronavirus (COVID-19), all "Do Not Travel" bans or or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy, whether you’re ill or not and your individual circumstances

What do I do if I’m quarantined?

  1. If quarantined, follow the direction of the local authorities and contact us as soon as possible for assistance. If you become ill while quarantined, seek medical assistance and contact our emergency assistance team when possible.
  2. You should speak to your airline or travel operator to see if they can help rearrange your flights. Airlines are working to help many of their travellers get home or where they need to be, as flights are cancelled and travel bans imposed.


Can I claim any additional expenses I incur because I’m quarantined?

As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the Coronavirus (COVID-19), all "Do Not Travel" bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording for full details of what events are insured under your travel insurance policy as this will depend on the plan you’ve purchased, when you bought your policy, and your individual circumstances

Published 27 March 2020

12. If I travel and contract COVID-19 overseas, will I be covered for any additional accommodation costs incurred?

As the policy has a General exclusion for a loss arising from an epidemic or pandemic, this exclusion applies to all sections of the policy, and all expense types. If you need assistance whilst you are travelling, you can contact the nib International Assistance team. If you incur additional expenses due to COVID-19, you can submit a claim and all supporting documentation for consideration. All claims are assessed on an individual basis.

Last Updated: 16/03/2020

13. Should I let anyone know I am travelling?

Register your travel with the appropriate authority, (eg. Smartraveller) or contact your country’s consulate to update them on where you are and if you need assistance. It may be able to provide advice on closed boarders and any quarantine laws that may apply.

Published 27 March 2020

14. Will I be able to access health care while I am traveling?

If you need to access a health care provider for any illness or injury, you may be required to undergo a COVID-19 test. These tests may be expensive and if you are asymptomatic (you don’t have any symptoms), it may be difficult to obtain a test. The nib Assist team will be able to direct you to an appropriate provider in your area.

Published 27 March 2020

15. Is cover available if I need to stay overseas with a member of my travelling party who has contracted COVID-19?

If you need to stay with a friend or family member who has become ill overseas, you can contact the nib International Assistance team for guidance. As there is a General exclusion in our policy for loss arising from an epidemic or pandemic, we are not able to offer cover for additional costs you incur. If you do incur additional costs as a result of a member of your travelling party contracting the virus, you can submit a claim along with all your supporting documents, and it will be assessed by the claims team.

Last Updated: 16/03/2020

16. What cover is available if a wedding I'm attending overseas is cancelled because of SARS-CoV-2 or COVID-19?

If your trip is cancelled, contact your travel providers to see if you can receive a refund or a credit. If you are out of pocket following the cancellation of your trip, you are welcome to submit a claim to be considered. All claims are assessed against the policy terms, conditions, limitations and exclusions. There is a General exclusion for a loss arising from an epidemic or pandemic, which may also impact our ability to offer cover for cancellation related expenses due to a SARS-CoV-2 or COVID-19 event.

Last Updated: 16/03/2020


If you want to change or cancel your policy

17. How do I change the dates of my travel insurance policy?

If you’d like to change your policy, contact us and our service team will help. There are limits on how far from your original purchase date you can move your policy start date – our service team can advise or check your policy for more information. Please be aware we are experiencing high volumes of calls so there may be longer than usual wait times.

Please note your cover may be effected if you alter your policy start date. As advised in our prior travel alerts we will not provide you with cover for any loss or event related to the Coronavirus (COVID-19), all Do Not Travel bans or government restrictions or recommendations. Loss related to these events ceased to be covered from the date they became known events. Please consider your PDS or policy wording to understand the impact before you change your cover.

Published 27 March 2020

18. I would like to cancel my policy and get a refund as I won’t be travelling.

If you’ve had to delay your travel until a later date, you can change your policy dates to match, ensuring you’ll still have travel insurance coverage for your travel for non COVID-19 or Do Not Travel related claims under the normal terms and conditions of your policy.

If you've cancelled your holiday plans All our policies are subject to a period within which you may cancel your policy without any penalty (known variously as the cooling-off period, right to examine or Satisfaction Guarantee). Check your policy wording for details on what this period is.

How does this period work?

If you request to cancel your policy with nib Travel within this period, we will refund your premium as long as you aren’t using your policy in any way. This means that:

  • the departure date hasn’t started; and
  • you have not yet left home or started your trip (and if you purchase your policy while already overseas, to start the same day, we consider that you have started your trip)
  • you have not and will not make any claim; and
  • you will not exercise any right/s under the policy.


  • How do I cancel my policy during this period?

    If you are eligible to cancel your policy during this period, you can cancel it by contacting us.

    Refunds, once approved, take up to 10 business days to appear in your bank account.

    Published 27 March 2020


    If you have made or want to make a claim

    1. Had your claim denied? Find out about common reasons for this and what to do next.
    At nib Travel we’re working hard to help travellers who have been affected by the coronavirus (COVID-19) and associated Do Not Travel warnings and travel bans from many government agencies around the world.
    We understand you may have already made a claim with us but don’t understand why it’s been declined. While we’re very busy, please be assured we’re continuing to take the time to assess each claim on its individual circumstances. Your policy can only ever cover those events outlined in your policy that happen after you purchase (and after any applicable waiting period), and while your policy is active.

    How do I know why my claim was denied?
    If and when your claim is declined, we’ll always explain why this is the case. You will receive an email or a letter explaining the decision – sometimes it’s a document attached to an email, so always double check if you don’t see it right away. That communication should clearly outline the reason for the decision and will refer to the policy wording to explain why and will provide the details of our complaints process. If you have any questions about the decision, or believe something has been overlooked, please don’t hesitate to contact your Claims Officer and ask. Our FAQs on the claims process may also help answer any of your questions relating to coronavirus (COVID-19). Our FAQs on the claims process may also help answer any of your questions relating to coronavirus (COVID-19).

    What are the reasons my coronavirus (COVID-19) claim may be denied?

    • Existing or pre-existing medical conditions:
    • Trying to make a claim related to coronavirus (COVID-19) can be quite a confusing topic as it is an unprecedented issue affecting so many people. The exact definition of what is an existing medical condition is provided in the Product Disclosure Statement (PDS) or policy wording, but understanding how it applies to your individual situation is often difficult. The simplest way to think about it is based on what you knew at the time of the policy. In current times, especially with coronavirus (COVID-19), if you had symptoms and you were aware that something was wrong, that’s a good indication your condition is an ‘existing’ condition. Likewise, some other medical conditions never go away – like heart disease – and while they may be well-controlled by medication, they are still ‘existing’ at the time you bought the policy.
      We strongly recommend that you read the policy and any emails from your Claims Officer. If you’d like clarification, you can always give your Claims Officer a call and ask for a clearer explanation.
    • After Cut-Off Period:
    • On 31 January, we recognised the coronavirus outbreak was becoming a global issue and would have a significant impact on people’s upcoming travel. Due to weeks of media reports about the coronavirus as well as the WHO’s declaration of a Public Health Emergency of International Concern, we made a decision to restrict cover on our policies – in other words, you could buy a policy and be provided cover for the usual benefits (injuries and illnesses overseas, stolen luggage, etc.) so long as the claim wasn’t related to coronavirus. On that date, we placed clear notices on our website stating the restriction on cover.
    • General Exclusions:
    • Some policies have a specific exclusion, which means that claims relating to coronavirus will not be covered. If your policy has this exclusion, and it is the reason your claim is denied the letter provided to you will confirm this, and let you know where in the policy you can locate this information if you wish to refer to the Product Disclosure Statement.
    • Outside Scope of Policy:
    • Our policies only cover specific events, and what you’re claiming for may not be one of those events. This may particularly be the case for people who are overseas.
      While we do try to provide a range of cover across a variety of circumstances, we can’t cover every possible scenario, and in some cases the policy simply wasn’t designed to cover the event. These are truly unprecedented times, and each situation is unique.
      If your claim has been declined for this reason, we recommend you read the letter provided closely, as it should explain in some detail as to why the circumstances of your claim don’t fit within the policy coverage. Because each of these is likely to be quite individual, please don’t hesitate to make contact with your Claims Officer if you’d like clarification on the outcome.


    I still don’t agree with your assessment – what can I do now?
    If you are not satisfied with the assessment of your claim or any aspect of your relationship with us, you can find out more about our complaints process at the bottom of your outcome letter, our website or your Product Disclosure Statement.

    2. What can I claim?

    At nib Travel, our travellers come first, especially in such challenging times as now with coronavirus (COVID-19) and the associated government travel warnings and bans affecting so many people. If something goes wrong while traveling, you can lodge a claim and we’ll review and assess your claim in accordance with your policy, taking into account your unique circumstances. And if we do deny your claim you can find out more about why and other options.

    Can I make a claim for anything?
    It’s possible to submit a claim for any set of circumstances, including issues arising from coronavirus (COVID-19), but your claim will be assessed based on the coverage available to you in your policy. Your policy can only ever offer cover for those events outlined in your policy that happen after you purchase (and after any applicable waiting period), and while your policy is active.
    Claims can be lodged against any of the benefit types listed in your policy as relevant to the circumstances – these may include:

    • Overseas medical;
    • Overseas dental;
    • Baggage;
    • Medical repatriation;
    • Cancellation;
    • If the worst has happened and a relative has died, you may be able to lodge a claim for the cost of returning their remains or their funeral overseas.

    Our policies offer cover for specific events, and certain types of expenses. Exactly what’s covered depends on your country of residence, which plan you purchased, and what is outlined in your policy terms, conditions, limitations and exclusions. You may also have an excess (AKA ‘deductible’) applied to your claim.
    As with all insurance, there are also policy limits and exclusions that may apply. It’s always worth reading the policy to get a better understanding of exactly what you’re covered for.

    How much can I claim?
    Please remember that different sections of your policy will have different limits. As a good guide, near the beginning of your policy wording, you can find a table that shows all the limits under the relevant sections. Limits are different depending on the plan you have chosen, so be sure to read your policy carefully. Luggage claims may also have limits on both individual item amounts and overall totals, and your items may be depreciated (i.e. covered for their market value) rather than the original purchase price.
    We are here to help you get a better understanding on policy limits and on how much you can claim. As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.

    3. I have limited/no computer access. How do I submit a claim?
    We get that at times you might not have access to internet or you’ll be in a location where Wifi is just not that reliable. If you find yourself in this situation, please follow the following instructions:

    • Step 1: Get your paperwork together
    • To settle your claim, nib Travel is going to need certain documents and evidence from your travels as well as the event that caused your claim.
    • Step 2: Download and complete a claim form
    • In order for us to process your claim as quickly as possible it's important that you complete all the relevant sections of this form with as much detail as you can. If you don’t have access to a computer, you can call or email us at [email protected] and we can send a claim form to you.
    • Step 3: Send us your claim
    • Please check through your form thoroughly and then send your completed claim form together with original supporting documents and keep a copy for your records.
    • The fastest way to submit a claim is by email
    • Scan or photograph all pages of your claim form
    • Scan or photograph all supporting documents
    • Attach your claim form, photographs and supporting documents (max file size 10Mb) to an email with your policy number as the subject.

    Email the claim to [email protected]

    Alternatively, main your documents to:

    nib Travel Claims Department
    PO Box A975
    Sydney South
    NSW 1235 Australia

    Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

    Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to COVID-19 . We want to thank you in advance for your patience.

    4. I have a claim form, but I cannot physically sign it. Do you accept electronic signature?

    If you are having trouble signing off your documents then there is a possibility that you can supply us with an electronic signature.

    However, be aware that an electronic signature will only be accepted where our verification of ID requirements are met. You will be required to provide three points of ID (name, address, DOB) when submitting the form.

    Alternatively, if you have access to a printer/scanner then you can download the documents, print them, and either scan and email back or mail your documents to:
    nib Travel Claims Department
    PO Box A975
    Sydney South
    NSW 1235 Australia

    Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

    Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to COVID-19 . We want to thank you in advance for your patience.

    5. I have a claim form but cannot physically sign and I have no access to electronic signature. What are my options?

    We are here to help when you don’t have access to a computer or internet and you need to urgently make a claim.

    Simply contact our claims services team on 1300 353 176 as we will need to have the call recorded. A team member can call you back and read the declaration out over the phone and obtain your verbal consent and the appropriate verification process.

    6. I can download a claim form and edit PDF. Can I submit without a signature and what will the assessor do?

    If you can download the form but can’t sign it, you can contact our claims services team on 1300 353 176 as we will need to have the call recorded. A team member can call you back and read the declaration to you over the phone and obtain your verbal consent and the appropriate verification process.

    7. I am having issues with updating/submitting my claim. What can I do?
    If you are having trouble submitting a claim, then there are a number of things we can help you with. Firstly, thanks for your patience, especially in these testing times as we handle a large number of claims related to coronavirus (COVID-19). If you're having trouble submitting a claim online, it may be due to a couple of known reasons. Each one can be solved by following the steps below:

    1. Your policy isn't showing in your existing account
    2. If you purchased your policy as a guest (or with a different email address) and you have already set up an account, the policy won't show up in your account. Simply email or contact our claims services team on [email protected] or 1300 353 176, advise us of your policy number and they'll be able to merge your policy into your account.

    3. You don't have an account
    4. You will need to set up a membership to submit a claim online. If you don't have a membership, you can create one here.

    5. You're having issues sending documents online
    6. If you have already started your claim and you're having trouble submitting your documents through our website, try contacting our claims services team on 1300 353 176 as we will need to have the call recorded. A team member can call you back and read the declaration out to you over the phone and obtain your verbal consent and appropriately verify your identity.

    7. The website is just not working!
    8. Sometimes our website just doesn't want to play ball. If you’ve tried over a short period of time using a new browser or device and it still doesn't work, then please contact our claims services team on 1300 353 176 as we will need to have the call recorded. During the phone call, a team member a team member can read the declaration out to you over the phone and obtain your verbal consent as well as appropriately verify your identity.

      If the team is busy they will call you back and get you to read the declaration out over the phone and obtain your verbal consent on a recorded line.

      Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to COVID-19 . We want to thank you in advance for your patience.

      8. What are my options to send my documents to support my claim?

      Once you've started your claim and entered your expenses, you will receive an email from nib Travel noting what documents you need to submit with your claim.

      Once you have gathered together all your documents, you need to log back into your account page and upload or mail them. Options to send us your documents include:

      Where you already have existing digital copies
      In many cases such as e-tickets you may already have electronic 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 If you only have paper copies
      Where you’ve only got paper copies such as paper receipts or hospital reports you have two choices: By far the easiest way to do this is to get out your smartphone if you have one and use the camera to take photographs of them and then email them to yourself directly from the camera so you have them ready to upload.

      Another easy way to do this is to make your claim online from an iPad and then use the camera of the iPad to take photographs of the paper documents and upload them from it.

      The last option is to find a scanner to scan your paper documents. Many if not most printers today have a scanner built in that allows you to email the scanned file.

      Please remember:

      • Photograph each page separately
      • Photographs for scans must be no larger than 5Mb each
      • Check the quality of the image and make sure we can read them.
      We accept the following file formats:
    9. JPG (JPEG)
    10. PDF
    11. Doc or Docx (Word)
    12. .TXT (Text)

    13. Soon after you've lodged your claim, we'll email you a confirmation with a reference number, so you can keep track of your claim's progress.

      Due to the coronavirus (COVID-19) we are currently seeing a much higher than usual volume of claims coming through to us. As a team, we are working to review all claims within 10 business days, however there are some instances recently where there have been some delays due to COVID-19 . We want to thank you in advance for your patience.

      9. I’m stuck overseas or can’t travel home due to coronavirus (COVID-19) travel bans. Can I make a claim?

      We understand you might be stuck overseas due to coronavirus (COVID-19) travel bans or local governments imposing strict quarantines to travellers. This will mean you may be away for extended periods of time, so our claims system allows you to submit claims and liaise with our claims people while you are still travelling.

      You can log in to your account to start the process and follow the prompts to submit your claim.

      Alternatively, please email us or give us a call at [email protected] or on 1300 353 176.

      As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.

    Travelling soon? What to do before you go
    Cases of Coronavirus have been reported in specific locations in a number of countries throughout the world. As the situation continues to evolve, some destination authorities have introduced enhanced health measures, so it is very important that travellers follow the public health advice relating to a local destination that they are travelling to. Travellers should also keep up to date on local advice during their visit as it may affect your travel insurance policy.

    Helpful Links
  • Australian Government Smart Traveller
  • NZ Ministry of Foreign Affairs and Trade
  • US Department of State Advice
  • UK Foreign and Commonwealth Office
  • Government of Canada