Frequently asked questions

Yes, you can purchase a policy after leaving your home in Australia, however, there is a 72-hour waiting period for all policies purchased while travelling. If you purchase while you're travelling, you must purchase cover up to the date you will return to your home in Australia – we can't cover you for the middle of a trip.

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.

If an unexpected event causes you to cancel or re-arrange your trip, your policy may cover cancellation or rescheduling fees for certain insured events. The most we will pay for all people on your policy combined, per trip, is specified on your Certificate of Insurance under 'Cancellation - chosen limit'. For more information check out our article -Am I covered if I need to cancel or reschedule my trip?

There are some things we won’t cover in the event of cancellation, including, but not limited to:

• 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 at least six hours to meet the criteria for all nib policies. If you know you’ll be stuck at the airport for more than six 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. For more information on coverage, and other relevant information check out our article -
What should I do if my flight is delayed or cancelled?

If a close relative back home suddenly falls ill, is injured or dies, our policies may cover you if you need to cancel or rearrange your trip. For more information check out our article - Am I covered if I need to cancel my trip because a relative is sick or injured?

If something happens on your trip that is outside of your control, and the experience or accommodation you’ve booked and paid for is cancelled, our policies may help you reclaim your costs. For more information check out our article -Am I covered if my pre-booked activity or stay is cancelled?

We cover a number insured events, including if your pre-booked and pre-paid activity or accommodation is cancelled due to:

• 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

If you suffer from an existing medical condition, our travel plans can offer cover for more than 40 common conditions. However, it’s important to be aware of what conditions are attached to each medical condition that you will need to meet for them to be covered. For more information check out our article -Am I covered for existing medical conditions?

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.

It can be stressful if you become sick or injured whilst travelling. The good news is that all our international policies offer cover for some overseas medical expenses to help you get back on your feet. For more information check out our article - Overseas Medical Treatment & Hospitalisation

Whether you’re planning a relaxing cruise around the South Pacific, island hopping in the Caribbean, or venturing into the icy extremes of Antarctica, our policies may cover you if your cruise doesn’t go as planned. For more information check out our article -
Am I covered for cruising?

Our policies provide coverage for a broad range of sports and activities, as well as for sports gear that you take with you. For more information check out our article - Will I be covered for several types of sports and activities, and is my sports gear covered?

Medicare won’t cover your healthcare costs while you are overseas. For more information check out our article - Do I need travel insurance if I have Medicare?

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 more information check out our article - Cancelling and amending your policy

Need to make a claim? To submit a claim online simply follow the below instructions:

• 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.

We may request evidence supporting your claim such as clinical notes or a written medical report or summary from a treating doctor or dentist overseas which clearly explains the medical condition, the diagnosis provided, medical tests requested, and treatment given. We may also require a medical certificate from your local GP, specialist, or dentist. Try to obtain as much documentation as possible at the time of the event, as it can be difficult to gather documents once you return to Australia.

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