Cancelling or amending your policy

If your travel plans have changed or you have noticed a mistake on your policy, it’s possible to amend, extend, or cancel your travel insurance policy by contacting Customer Support so we can check your policy and make any changes available. You can also amend your personal details on your policy via your online account or by contacting Customer Support . 

To cancel your policy through your Online Account:

  1. Log into your Online Account by clicking on the green Login button located on the top right of the page
  2. In the Email address field, enter in the same email used to purchase your policy then click Next
  3. In the Verification code field, enter in the 6-digit verification code sent to your email then click Next
  4. Click on My Policy followed by Cancel Policy
  5. A cancellation confirmation box will be displayed for you to confirm and finalise your cancellation

All nib Travel Insurance policies are subject to a 21 day ‘cooling-off’ period within which travellers may be able to cancel their policy and obtain a full refund. If you need to cancel your policy outside of this period please contact Customer Support for assistance.

To amend or extend your travel dates:

If the trip start date on your policy has not yet passed, and you haven’t made, and don’t intend to make, a claim, then you can change the trip start date to align with your new travel plans. You can only move your trip start date to a date that is up to 12 months (or up to 18 months on the Comprehensive Plan and the Australian Travel Plan) after the date you purchased your policy. Additionally you can amend details or extend the policy. 

If you need to amend or extend the trip dates on your policy, please contact our Customer Support team to assist.

It's important to understand that there are current limitations to cover relating to coronavirus, Do Not Travel warnings and travel bans, which may also limit your cover if you amend your existing policy.  

To amend your personal details through your Online Account:

  1. Log into your Online Account by clicking on the green Login button located on the top right of the page
  2. In the Email address field, enter in the same email used to purchase your policy then click Next
  3. In the Verification code field, enter in the 6-digit verification code sent to your email then click Next
  4. Click on My Policy followed by Edit Policy
  5. In the Trip Details section, click Next to navigate to the Travellers section
  6. In the Travellers Section, you can click on the relevant field to amend the following:
    • First and last name of all travellers and dependents listed on the policy
    • Date of birth (within age limit)
    • Mobile phone and home phone
    • Email address
    • Residential address (Only street address, suburb, and post code can be amended. State cannot be amended)
    • Please read and confirm the Terms & Conditions check boxes below. Once you’re ready, click Submit
  1. You’ll then receive an amendment email shortly to confirm your changes have been made.

Refund inside the cooling-off period 

All nib Travel Insurance policies are subject to a 21 day ‘cooling-off’ period within which travellers may be able to cancel their policy and obtain a full refund.

If you want to cancel a policy within the cooling-off period, log into your online account.

Once your policy is cancelled, we will refund your premium as long as you aren’t using your policy in any way.  This means that: 

Refund outside the cooling-off period 

We recognise you may be unable to travel due to coronavirus related travel restrictions (e.g. border closures or travel bans), which impact you after the cooling-off period has expired.

We are offering eligible customers the option to cancel their policy outside the cooling-off period and obtain a refund.

Single Trip International Plans & Domestic Plans

If you are unable to travel due to coronavirus related travel restrictions, and you haven't used and don't need to use your policy to travel or claim, you are eligible to obtain a refund.

Before you decide to cancel, please make sure you consider the implications and any existing value under the policy, including for example any pre-trip cancellation cover you may have. The extent of cover afforded will depend upon both the policy wording and your individual facts and circumstances. 

Annual Multi Trip Plans

For Annual Multi Trip policyholders whose travel plans are disrupted by coronavirus travel restrictions, we recognise you may be unable to travel and may wish to cancel your policy.

If you are unable to fully utilise your policy due to coronavirus related travel restrictions, and you haven't and don't need to use your policy to claim, you may be eligible to obtain a refund for the unused proportion of your policy.

We will calculate any refund from the later of the date you returned to your home, and the date your use of your policy was impacted by a coronavirus related travel restriction.

Understanding what it means to cancel your policy  

Remember, cancelling your policy means you won’t be eligible for any cover, and you won’t be able to make any claim under the policy. If you request and are granted a refund, your policy cannot be reinstated.   

If you have any questions or require assistance when claiming, please  contact us.

Refunds can take a few days to appear on your credit card statement.