Online Claim Lodgement

Making a claim

Submitting your claim online is quick and easy. Please click the Lodge New Claim button to tell us about your claim.

nib travel purchased QBE Travel effective from early 2019. If you are a QBE policyholder wishing to submit a travel claim, please be assured that by submitting your claim using this website that it will reach our claims team and be processed as normal.

What you need to do

Before making a claim, it is important to have the following information available:

  1. Your travel insurance policy number
  2. Your contact and travel details
  3. Particulars of your claim and any supporting documentation.  For example: copy of any medical, policy or airline reports; the contact details of any treating doctor or hospital you attend; any receipts for payments made.

You will be provided with the opportunity to upload documents using our online system.



Information about travel claims

Online Claim Lodgement

nib Online Claim Lodgement system enables nib policyholders to quickly lodge travel claim(s) anytime, anywhere via a fast and efficient electronic service.

Lodging your claim online will give you:

  • easy lodgement anytime from anywhere in the world;
  • prompt acknowledgement of your claim lodgement with a nib Identification Claim Reference (ICR) number for future reference;
  • the ability to upload documents in support of your claim, which may result in faster outcome.

nib Claims Service Standards

nib prides itself on providing excellent customer service by providing a high level of service to all its customers.  Promptness, fairness, efficiency and accuracy are important to us when assessing and determining claims.  Our claims officers are trained and highly skilled in managing travel claims, so you can rest assured your claim is being managed with the expertise you deserve.

The General Insurance Code of Practice

The Insurance Council of Australia Limited has developed the General Insurance Code of Practice (the Code), which is a self-regulatory code for adoption by insurers. We proudly support the Code and embrace its objectives of raising the standards of practice and service in the insurance industry. You can obtain a copy of the Code from codeofpractice.com.au.

Our Dispute Resolution Process

If you wish to lodge a complaint or dispute, we'll manage it by following our Internal Disputes Process. You can find details of this on our website at nibtravelinsurance.com.au/complaints or by calling us on 1300 025 121.

If your complaint or dispute is not satisfactorily resolved by our Internal Disputes Process, you can request that the matter be reviewed by the Australian Financial Complaints Authority (AFCA) in accordance with our External Disputes Process. AFCA is an independent body that operates nationally in Australia and aims to resolve certain insurance disputes. For more information on our External Disputes Process, go to our website at nibtravelinsurance.com.au/complaints or call us on 1300 025 121.

A Claim May Be Refused

We may refuse to pay or reduce the amount that we pay you for your claim if you do not comply with the policy conditions, if you do not comply with your Duty of Disclosure or make a misrepresentation, or if you make a fraudulent claim.

Accessing an existing claim

If you previously saved a claim and would now like to complete lodgement or supply further information or documentation, please refer to the email sent to your registered email address for instructions. If you have not received or cannot locate your email, you can email travel-claims@nib.com.au, including your ICR or claim number in the subject line of your email. If you require assistance, please contact nib Travel Claims on (+61) 1300 555 017.

Your privacy is important to us and we thank you for your understanding.
If you require assistance please contact nib Travel Claims on (+61) 1300 555 017.