Used NIB via Qantas. They use a technicality (Government restrictions not covered) to weasel out of COVID claims. My entire company is now banning the use of NIB for all travel going forward, as NIB have refused claims for a number of staff across a number of situations in the last 12 months. Your business is at risk of you depend on NIB to keep your staff travel risks manageable.
Great outcome after overseas travel cancelled
We had purchased a Qantas/NIB annual travel policy which we would no longer need as everything began to be cancelled. We were offered a few options which weren’t really suitable as we do not know when we will be able to travel again. This week we achieved the best possible outcome and were very happy with the customer service provided. Thank you NIB
Just make excuses not to pay
Took out comprehensive insurance and when events were cancelled they just blame everything on Covid. Why have insurances if they don’t pay when you lose your money?????
When something goes wrong they just deny your claim. I will never insure with NIB again.
Have used NIB before many times for domestic travel in Australia, sent them an email in April 2020 and received an Auto email response on 30/04/2020 that some one would respond to my query. STILL WAITING and today is the 8th September 2020 Only are small $ amount but were is the manners and politeness to reply. Lack a very serious attitude of responsibility.
Never use again
After paying $600 for a annual insurance certificate taken out last Sept certificate and numerous phone calls, emails asking for a refund. Offered a extension until Mar 2021 but no flights! - I was finally notified this week I will receive $301.00 back.
1. Why this amount and not $600 for used policy
2. After 25 years with the Health Insurance - this is how you are treated!!! Customer loyalty does mean a thing.
3. Lack of courtesy to my travel agency, lack of follow up.
4. Companies that look after there customers during Covid will be rewarded once this is all over.
Do not use
Bad value for money, deny any claims whether correct or not, they don't answer phones, they don't care about you, they only want your money. Do not use under any circumstances.
Still, no answers and they are just shoving this under the carpet, terrible service, they just deny everything and hang up, after waiting hours to talk to anyone.
No wonder the reviews
Mel Darwin flight insurance not payed due to COVID-19 restrictions..That were put on there site jan 31 … Insurance was purchased 22 feb .. really..COVID 19 in Australia end of jan .. me and my family will never use NIB for anything..
When my travel plans were cancelled by the worldwide restrictions I was contacted by NIB who offered a credit for my policy which needed to be redeemed by 30th June 2021. I felt that this was not an acceptable offer as I believe international travel opportunities within this time frame would be unlikely and I would not be able to make use of the policy. I wrote a review on this website which went to mediation with a NIB customer experience representative. This representative, together with my travel agent’s Nib representative arranged for a ...full refund of my policy. I applaud NIB for acknowledging that this was the appropriate response and I would now like to publicly thank both the customer experience representative and my travel agent’s NIB representative for their assistance in achieving this excellent outcome. Such time as international travel is permitted I will definitely by choosing NIB Travel Insurance and I would recommend this company to fellow travellers.
Will never purchase this dud product again
I purchased nib travel insurance, made a claim in April for COVID-19 related travel cancellations and was rejected in Aug (yes, no joke) because I wasn't covered for government imposed restrictions. Useless annual policy, useless when it was actually needed. Don't buy this product from nib, they'll take your money and give you nothing for it.
nib, you've lost a customer for life. I couldn't care less what your exclusions are, if your product after purchase covers me for nothing and is useless for the rest of the policy period, it was a waste of money that I regret purchasing and I want to warn other consumers not to make the mistake I did. I'll also take this to the ombudsman because I believe I am due a partial refund on the policy.
What a waste of money
Wow what a waste of travel insurance. Travel claim denied as they don't pay out due to government travel restrictions... (Took them nearly a month to tell me that). Booked hotel back in October for stay in June ... nope not covered.
Oh and as we can't travel (and they don't pay out), asked about getting a refund on policy for remainder of term... (4 months) nope sorry not in cooling off period - nothing we can do.
Whats the point NIB? Times like this go to show who actually care for their customers. Much better insurance providers out there.
Disgraceful reasons for not obtaining a refund
We have used Qantas/NIB insurance for a number of years and normally take insurance for 12 months. We had never raised a claim. We had 2 trips planned for August to China and 1 trip to Europe in November. In both cases NIB have refused to pay out the cancellation of both of these trips. They blamed Pandemic reasons. This insurance was paid for 6 months before any outbreak and should have been honoured. In the case of the China trip Inspiring Vacations blamed the cancellation on the liquidation of a Asia Travel for the lack of refund. NIB...should have refunded this trip. In relation to the trip in November, again there is no way that we will be allowed to leave Australia in the near future and again NIB should have refunded the money. Qantas should have a good think about joining up with NIB because it gives Qantas a bad name because they use NIB. I find it funny that NIB has money to spend on being a supporter of an AFL football team, but do not have the money to pay their customers. Never again will I use NIB for travel insurance
- Travel Insurance International Comprehensive
- Verified customer
Disgraceful - Can't even get response on claim, or have them answer the phone, after 4 months!!!!
We have spent many thousands on travel insurance with Qantas/NIB over past few years having full international travel insurance for my family. Previously we had QBE when Qantas used to use them - they were quite good.
I travel extensively for business (before the pandemic) and went with Qantas branded insurance thinking it a premium product, it is a premium price. We have been trying to contact them/process claim for four months now related to forced cancellations. We get limited acknowledgement/no response to email. They have acknowledged...the claim, but will not process it. We cannot get through on the phone. We checked their policy prior to booking travel and as it did not exclude disease/pandemic/epidemic believed we were covered. The insurance was purchased six months before Covid even happened. A complete disgrace - I plan on taking further action, contacting the ombudsman whatever needs doing I am so cross! Taking our money for this service, and failing to provide it in any way is bordering on criminal. Understand they must be busy in the pandemic but four months with no meaningful ability to contact them is completely fraudulent. Do not purchase nib insurance!
- Travel Insurance International Comprehensive
- Verified customer
Avoid NIB Travel
I purchased an annual policy in December 2019. Since COVID19 came around and all my travel was cancelled and the policy was useless due to it being a pandemic. Despite this, NIB Travel refused to refund or partially refund my policy. Many other providers have refunded their customers and this is poor form. I am paying for a policy that is useless and that I could never make a claim on. Very poor form and I will never be using this company again.
Thank You NIB
I purchased my Travel insurance in Nov 19 direct from Nib for our World cruise in May 2020 which never sailed due to the Corona Virus, I was offered a credit which was of no use to us due to the limitations and I communicated further and Nib cancelled my policy and has paid me a full refund for which I am eternally thankful
Never use NIB travel insurance
Purchased travel insurance through Qantas, but ended up with NIB. Due to the Covid 19 we could not travel. Asked for date changes and have not got a response. Recommend you use another travel insurance company
- Travel Insurance International Comprehensive
- Verified customer
Took over two months, ignored documents, refused to pay due to COVID-19 even though case had nothing to do with it.
Horrible service. Ignored a lot of documents, took over two months, sloppy and unprofessional.
Even though our cancellation was not related to COVID-19, NIB still refused claim because of COVID-19. It is their blanket excuse not to pay.
Do not use this dishonest service!
Cancelling health insurance all together.
Do not use NIB - cannot believe they are affiliated with Qantas
Booked and paid in Nov 2019 for long awaited trip in June 2020. With Covid restrictions tried to contact in late March to cancel - understanding there would be delays in customer service. Waited on phone an hour, was transferred waited another hour and then told it was an old policy and someone would call me back within 48 hours. No call. Rang them 8 days later and waited another hour, they said they would review and get back to me. Nothing heard. Emailed them 23/4 asking them for my options. Received an email on 20/5 (4 weeks later!) telling m...e a refund was not possible and I could use a credit towards a new policy so long as I travelled before 30/6/21. No longer an option as financial situation has changed. Emailed back on 20/5 stating a credit was not an option and could I make a claim against the policy for $1300 of booking costs I have lost. Nothing heard. Emailed again on 1/6 and finally received a response on 2/6 stating the policy does not cover events cancelled by Covid. This is not about the terms and conditions of the pathetic policy, it is about the incredibly poor customer service and the fact that most companies I have dealt with (regardless of their T's & C's) have partially or fully refunded patrons given these unusual circumstances. As a Platinum Qantas member I will be writing to them as well suggesting they review their insurance partners. I cannot recommend strongly enough not to use NIB unless you do not value customer service or a fair go. Unfortunatley I had to give 1 star as I cant give 0!
Full refund at last. Thank you NIB Qantas
Back in early January, before Corona Virus was an issue, we took out insurance for overseas travel with NIB Qantas - a policy we ended up not needing because the trip could not take place. Many many email exchanges later, and finally last week NIB offered a credit until mid next year. Further emails from me, and this changed to the cancellation of our policy and a full refund, received into our bank account this week! Thank you NIB Qantas. I feel if I had not kept emailing, this outcome may not have been achieved. I'm giving your 4 stars b...ecause we got our money back. It can't be 5 stars because the process was frustrating, lengthy and at times I felt like giving up. I will keep my promise and take out travel insurance with you again in the future. I suggest persistence and patience for other policy holders. Do not give up. Luckily, we never had to claim on our policy as all our accommodations and our airline also gave us full refunds, with no cancellation fees. This will all enable us financially to travel again when the time is right. There is honour in this world!
Please improve your options regarding self service and info.
Took them over a month to assess my claim, which was rejected, I'm down to asking individual airlines and hotels for refunds, most of which have offered some form of timed credit which is fine.
EDIT: Customer services has contacted me for NIB travel isurance. I no longer need (or perhaps never needed?) to make a claim on these items due to being offered credit for most things, however the insurance policy is another matter and I don't know what's going on with the product.
EDIT: EDIT: Apparently you cannot get credit on a policy if you lodg...e a claim. Considering it took me well over two months to iron out credits and refunds individually, it would have been nice to know this well before I lodged a claim. I could have been more patient, especially considering I had trouble contacting their customer care team and in the end lodged a self service claim because I couldn't find any relevant info. They replied faster this time, I assume becuase their workload has dropped off. Im investigating filing a formal complaint, seeing where I stand on this. By now I'm pretty calm about the whole thing (sorry I wasn't before NIB, rough times) and just want to know why they've given me such a run around. The customer services officers in the emails have all been polite, but not very helpful other than to reject my claims and offer to contact them again (but for what reason I dont know). EDIT EDIT EDIT: They actually re-evaluated my situation and offered a full refund, the customer complaints team (on an email address different from the nib travel insurance team which I had to ask for) actually explained a few things and I finally got some contact and information about several things I enquired about instead of being rejected and quoted the PDS. I'm happy with the result, but I wish they had been more transparent about COVID-19 from the get go. I would have handled the whole thing differently and it would have made a much smoother experience for both me and the poor customer service team I had to deal with.
Bitterly Disappointed with Insurance booked through Qantas for NIB
I booked insurance last September for International Travel on May 19, 2020.
I have made numerous phone calls and sent several emails asking for a refund or credit for a policy that could not be used because of Government issued bans on international travel as a result of the Corona Virus Pandemic. As a Silver for Life Qantas Frequent Flyer and the fact that I booked the Insurance through Qantas I would have expected that Qantas would provide a satisfactory follow up, but they only refer you back to NIB. I will not be making a claim on the polic...
Questions & Answers
I have lodged a claim in last march and received a refund settlement in month ago still money not in my a/c can not contact on phone neither email ,so far no response this is the most terrible ,pathetic way doing a business, never again with you either QBE or NIB
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.