Frequently asked questions

The easiest way to make sure you’re covered for the countries you’re planning on travelling to is to select them all when you purchase your travel insurance with us. But if you’ve already started travelling and are considering a side trip to a country other than those you specified, there are a few things you should know. For more information check out our article - Am I covered for countries other than the ones I list on my policy?

Cancellation cover can provide a benefit for the value of unused, non-refundable expenses that you’ve already paid for, such as an  activity or accommodation, if your activity or accommodation is cancelled due to an insured event.

nib Travel insurance may be able to help if you need to unexpectedly need to cancel or rearrange your travel plans before you even get on the flight or while you’re already travelling. 

Our cancellation and additional expenses benefit provides cover for 14 insured events. If you are covered for specific cancellation event you may be able to claim back your non-refundable expenses related to additional travel, accommodation, meals, internet use and emergency telephone calls.

Nib offers coverage to customers when it comes to cancelling and rescheduling your trip. These events will apply to: 

• Cancellation or holiday deferment costs: if you have to cancel or rearrange your trip because of a defined cancellation event. 

• Emergency travel arrangements and accommodation expenses: if your trip is interrupted because of a defined cancellation event and as a result you incur expenses related to additional travel, accommodation, meals, internet use and emergency telephone calls. 

• We will not pay for any non-refundable costs for anyone not named on your policy.
• We will not pay more than the cancellation limit amount that you selected which appears on your Certificate of Insurance.
• In the case of agents’ cancellation fees, we will not pay more than the limit outlined in the Schedule of benefits.
• We will not pay for any pre-paid snow sports arrangements unless you have purchased the Snow sports cover option and it is shown on your Certificate of Insurance.
• You decline a reasonable alternative service or compensation offered by a carrier or other travel service provider.

As a nib customer, the first thing to be aware of is that a travel delay must be due to an unforeseen reason outside your control and you are subsequently delayed for at least 6 hours. The delay must be caused by the cancellation or rescheduling of your scheduled public transport in order to meet the criteria for all nib policies. 

If you know you’ll be stuck at the airport for more than 6 hours you should contact the airline carrier or tour operator in the first instance to seek a refund, credit, or some form of financial compensation or arrangement specific to your needs.  

• Death, sudden serious illness or serious injury to you, a member of your travelling party or a close relative,
• Severe weather, natural disaster, riot, strike, civil insurrection, or hijacking
• Your passport, travel documents or credit cards are stolen, accidentally lost or damaged
• A member of your travelling party is summoned to jury duty or to give evidence in a court of law
• You’re unable to arrive at your departure point due to start your trip due to a natural disaster causing road closures. 
• You’re unable to start your trip due to severe weather or natural disaster causing damage to your home or business within 72 hours of your trip departure date. 
• You’re attending the childbirth of your close relative, provided the conception occurs after you bought your policy 

We don’t consider pregnancy to be an existing medical condition. 

If you’re pregnant at the time you buy your policy, or become pregnant afterwards, you’ll have cover for any event that arises from your pregnancy, provided that the event that causes your claim is covered by this policy and is a pregnancy-related illness. We can only cover you up until the end of the 26th week of your pregnancy.

nib offers cover for publicly available international river cruises, and ocean cruises within Australian waters or International waters*. 

What do we mean by International waters? 

When setting of on your next cruise please be aware that we define International waters as, “the open seas of the world outside the territorial waters of any nation”. In case you were wondering, travelling in international waters in a private sail vessel or privately registered sail vessel is not covered. 

If your travel plans have changed, it’s possible to amend, extend, or cancel your travel insurance policy. This can be done via your online account or by contacting us so we can check your policy and make any changes available. 

 For many nib travellers having a clean bill of health is the number one priority before packing for that overseas trip. Many travellers may have an existing medical condition that could affect their travel insurance. This is why undertaking the medical screening can be crucial when it comes to your level of cover.

What is a medical screening?

At nib we want to ensure that you’re adequately covered whether you are healthy or possibly have a medical condition or two that you’re being treated for. That’s why we offer a medical screening service that can help us decide if you’re covered for a range of existing medical conditions.

The medical screening is a quick 10-minute assessment where we will ask you a few questions about your existing medical condition(s) and your health. You can find out more about the medical screening process here.

Why do I need a medical screening?

If you have an existing medical condition that’s not automatically covered by nib, you must complete a medical screening at the time you buy your policy. It must be completed before the Certificate of Insurance can be issued. The medical screening team will determine whether you’re covered and, if so, on what terms.

Whether its allergies, Epilepsy, migraine, or Insulin resistance, we automatically cover you for over 40 existing medical conditions which may exist at the time you buy your policy. You can view the list of automatically covered existing conditions in the Domestic and International PDS. 

If we agree to offer you cover for your existing medical condition(s), these can be added to your policy under the Specified medical conditions option for an additional premium.

For in depth information on existing medical conditions, coverage, and exclusions please read our existing medical conditions FAQ.

Check your travel insurance policy

There are many terms, conditions, limitations and exclusions that relate to existing medical conditions. Read your policy carefully and contact us if you have any queries.

Cover is subject to the full terms, conditions, limitations and exclusions outlined in the PDS. Read your policy carefully and contact Customer Support if you have any queries.

Once you’ve purchased a new travel insurance policy, an online account will be automatically created.

Your online account will allow you to:

• View your policy details
• Amend your personal details (If there is no medical screening included in your policy)
• Cancel your policy within the Cooling-Off period
• Start, manage, and track your claim
• View and download important documents, such as your Certificate of Insurance or Product Disclosure Statement (PDS)

It’s also important to note that only the primary traveller on the policy can view and make changes on the policy. If you’re listed as the secondary traveller or a dependent, you will be unable to view or make changes on the policy. You may need to speak with the primary traveller listed on the policy to share policy details with you or make the desired changes.

How to log into My Online Account?

1. On the top right of the page, click the login button and in the email address field, enter in the same email used to purchase your policy then click next
2. Enter in the 6-digit verification code sent to your email address and click next

Note:

• The verification code will expire after 15 minutes and only the most recent verification code can be used
• If you haven’t received a verification code to your inbox, please check your spam or junk folder and that the email address was entered correctly

• Make a new claim by logging in to your existing account or create an account
• Tell us what happened and the expenses you're claiming.
• Check your email for relevant supporting documents to upload.
• Submit your claim and our team will be in contact.

If you need urgent assistance while travelling, the nib EA team can help you 24 hours, seven days a week. Call our EA team when you or someone on your policy:

• Suffers a sudden illness or serious injury
• Has an accident
• Are hospitalised
• Are treated as an outpatient
• Get stuck overseas or are injured by severe weather or a natural disaster event

Our contact details are:

Outside of Australia: +61 3 8523 2800

Within Australia: 1300 555 019

Email: travelassist@nib.com.au

When you call our Emergency Assistance team, we want to help you as quickly as possible, so please have the following information ready:

• Your nib Travel Insurance policy number
• The nature of your emergency
• The phone number you are calling from
• The names and contact details of any hospitals or doctors you have visited

If you experience an emergency while travelling overseas, you need to contact the Emergency Assistance team as soon as possible. Our experienced specialists can be contacted by telephone 24 hours a day, 7 days a week. You can find the contact details on our website and on your Certificate of Insurance. Always make sure you follow the EA team's advice, no matter how big or small the emergency may be. Once we have all the details of your situation, we will manage your case and determine the best options for your specific emergency.

Our contact details are:

Outside of Australia: +61 3 8523 2800

Within Australia: 1300 555 019

Email: travelassist@nib.com.au

If you’re the victim of a theft, mugging or your belongings are lost or vandalised, notify the local police, transport provider, hotel, tour guide or other authority as soon as possible after becoming aware of the loss or damage. Remember to keep evidence confirming the incident, such as documentation about the loss or damage. As always, contact the 24/7 Emergency Assistance team when you need urgent help.

Our contact details are:

Outside of Australia: +61 3 8523 2800

Within Australia: 1300 555 019

Email: travelassist@nib.com.au