Had an issue with nib? Get a real response.
How to submit a complaint with nib
Facing an issue with nib? Here’s how to lodge your complaint fast (and make sure it gets noticed).
- By Phone: Call nib on 13 16 42 to speak to a real support agent. Mention you want to lodge a complaint and they’ll log it with a reference number right away. This is the quickest way to get acknowledgement.
- Online Form: Head to nib’s website → Help & Support → Fill in the Feedback or Complaint Form with your issue and member details. A confirmation email will follow.
- Email: If available, send your issue to nib’s customer relations email (check their site). Include your name, membership number, and any screenshots or docs. They’ll usually confirm with a case number.
- App or Member Portal: If you're logged into the nib app or online account, you can use the secure message function. Just clearly label your message as a complaint.
- In Writing or In Person: Post your complaint to nib’s head office or visit a retail centre (like Newcastle). Always request a receipt or written confirmation.
Tip: Have your policy number, timeline, and evidence ready. Clear details = faster outcomes.
Here’s what nib does once your complaint lands in their system:
- Acknowledgement: You’ll get a reference number - instantly if you call, or by email/letter for online or written submissions.
- Assignment: Your complaint goes to a case manager who reviews the details and may request more info.
- Resolution: nib aims to resolve most complaints within 10–15 business days. You'll get a written response explaining what they found and what they’re doing.
- Follow-up: If you're unhappy, they'll inform you how to escalate - internally or externally (Ombudsman).
Common complaints against nib
Understanding common issues can save you stress. Here’s what many nib customers complain about:
- Claim Denials: Surprises when treatments aren’t covered, often due to network limits or waiting periods.
- Policy Exclusions: Not being told about item sub-limits or benefit changes.
- Premium Pricing: Charges that don’t match your policy (e.g. wrong discount, dependent billed incorrectly).
- Customer Service: Long waits, inconsistent answers, missed callbacks.
- Tech Troubles: Portal login errors, app glitches, failed claim uploads.
Tip: Always review invoices and coverage. If something feels off, raise it. Mistakes happen, and nib typically corrects them.
nib complaints submitted through Ajust
I submitted a surgery claim believing I met all the requirements, so the denial came as a shock. It left me stressed and unsure how I’d manage the costs or what to do next. I wasn’t given a clear reason, which made everything harder to navigate. I just wanted a proper explanation so I could understand my options and resolve it fairly. - Margaret
I’ve been with nib for over 20 years, yet every year my gym claim turns into a mess. I was told different provider names, given a phone number that didn’t work, and then told escalation wasn’t possible. The inconsistent information wasted my time and left me frustrated. I just wanted clear answers and my claim processed correctly. - Yan
I joined nib specifically to keep my extras for things like glasses and dentures, and I made that clear from the start. When my wife needed dentures, I was suddenly told I might not be covered due to waiting periods. After paying extra and being reassured, the uncertainty left me confused and worried about what I’m actually entitled to. - Neville
My account was debited twice within a month when it shouldn’t have been. The small surcharge increase didn’t explain why $142 was taken early, and I don’t want a credit, I want my money back. It felt unfair having to chase an obvious billing error, and I expected the mistake to be corrected without a fight. - Patrice
How other consumers nib complaints got resolved
Surgery Claim Rejected → Paid in Full: A knee surgery was initially denied as "pre-existing." The member challenged it with fresh medical evidence. nib reversed the decision and paid the claim.
Wrong Dental Charge → Refunded: A lower rebate was paid for a dental visit. nib found a billing error, contacted the clinic, and refunded the correct amount.
Billing Glitch → Premium Refunded: A dependent was mistakenly left on a policy, inflating premiums. A complaint got it fixed, and nib refunded the overcharges.
If nib’s first response doesn’t cut it, here’s your next move:
- Re-contact & Escalate: Call or email nib with your reference number. Ask to escalate to the Customer Relations Team (IDR team).
- Email a Senior Contact: Write to their dedicated complaints email or address it to the Head of Customer Relations. Be concise and include your case number and desired resolution.
- Allow Internal Review: Wait a few weeks while the IDR team investigates. Many issues are resolved here.
Still stuck after 30 days? Time to go external.
Your consumer rights don’t stop with nib. Here’s who can help:
- Private Health Insurance Ombudsman (PHIO): The go-to for unresolved nib health complaints. Free, impartial, and effective. Lodge via ombudsman.gov.au.
- ACCC: Report misleading conduct (like false advertising). Won’t resolve individual cases but can investigate broader misconduct.
- State Fair Trading (e.g., NSW Fair Trading): For contract disputes or agent conduct issues - they can advise or mediate.
- AFCA: For nib-related financial products beyond health (like income protection or life cover).
Note: Always go to nib first. The Ombudsman kicks in if you’re still stuck after 30 days or unhappy with nib’s final answer.
- nib Contact & Complaint Page: nib.com.au/contact-us
- nib Help & FAQs: nib.com.au/help
- nib Complaint Policy: Usually in your PDS or on their governance pages.
- PHIO Lodge a Complaint: ombudsman.gov.au
- ACCC Complaint Portal: accc.gov.au/consumer-complaints
- Fair Trading (State-based): e.g., NSW Fair Trading or Consumer Affairs Victoria.
Always double-check URLs. Look for .com.au or .gov.au for safety.
nib Complaints FAQs
Why do so many nib members struggle to get through to customer support?
Many nib members experience long wait times because call demand often exceeds available support staff. This leads to queues, repeated explanations, and delayed responses. nib encourages use of digital tools, which work well for simple claims and updates. If your issue keeps stalling or feels urgent, emailing the Resolutions Team creates a documented escalation that’s harder to ignore and often gets faster attention.
How reliable are nib claims and hospital pre-approvals in real-world situations?
nib claims can be fast for routine extras but inconsistent for hospital and specialist approvals. App-based extras claims are often paid within days, while pre-approvals may take weeks. Delays or last-minute decisions can disrupt scheduled treatment. Lodging claims digitally with complete documents helps, but complex or urgent cases often require proactive follow-up to avoid unnecessary stress.
Can nib increase my premiums or deny refunds without warning?
nib must notify you in advance of annual premium increases and allows cancellation anytime with pro-rata refunds. You also get a 30-day cooling-off period for a full refund if no claims are made. Problems usually arise from billing errors or unclear policy exclusions. If charges seem wrong, escalating early improves your chances of correction or refund.
What’s the best way to escalate a nib issue that keeps going nowhere?
The most effective escalation path is contacting nib’s Resolutions Team directly. This creates a formal record and signals your issue needs review beyond frontline support. Always include your member number, claim details, and dates. If delays continue after escalation, external options like the health insurance ombudsman exist, but clear documentation significantly improves outcomes.
You’ve done your part, now it’s time to hold nib accountable.
Take the final step and submit a complaint that gets seen and responded to.