Need to contact

nib

and make sure they reply?

nib is one of Australia’s top health insurers, providing cover to over 1.5 million people across Australia and New Zealand. Known for its tech-forward approach, nib offers multiple support options to help members stay in control of their health decisions.

While nib promotes itself as an innovative and efficient provider, customer satisfaction scores currently fall below industry average. The company acknowledges this and has committed to improving the service experience through tech upgrades and process refinements.

Customers have shared a consistent set of challenges when dealing with nib’s support:

• 📞 Hard to Reach Support: Long phone wait times are a common frustration. Some users say it feels like nib “dodges calls.”
  
  
• ⏳ Slow Claims & Approvals: Hospital or specialist claims can take weeks to process. Even urgent procedures may be delayed by slow approvals.
  
  
• ❌ Last-Minute Claim Denials: Some claims are rejected or only approved at the last minute, causing stress around scheduled surgeries or unclear policy exclusions.
  
  
• 💸 Premium Hikes & Billing Errors: Customers have flagged unexpected rate increases and errors in billing or post-cancellation charges.
  
  
• 💬 Poor Communication: Complaints often mention feeling ignored, not receiving updates, or needing to explain the same issue to multiple people.
  
  

Despite these issues, many customers still have smooth experiences, especially when using digital tools like the nib app for claims and policy updates.

Need to speak with someone at nib or manage a complaint? Here’s how:

• 📞 Phone (General): Call 13 16 42 Mon–Fri 8am–8:30pm AEST (and Sat for sales). From overseas, call +61 2 9692 4300.
  
  
• 📞 OSHC Members: Call 1800 775 204 for overseas student/visitor support.
  
  
• 💬 Live Chat: Available on nib.com.au/contact-us during business hours.
  
  
• 🤖 “nibby” Chatbot: Ask questions 24/7 - available on the site and app.
  
  
• 📱 Self-Service: Use the nib App or Help Center to lodge claims, view cover, and more.
  
  
• 📧 Complaints or Escalations: Email customerresolutions@nib.com.au or mail to Locked Bag 2010, Newcastle NSW 2300.
  
  
• 📨 For Travel Insurance: Email travel@nib.com.au for enquiries.
  
  

💡 Pro Tip: Prepare your member number, claim ID, and dates when contacting support. Always ask for a case reference and note the rep’s name.

• ✅ 30-Day Cooling-Off Refund: Cancel within 30 days (and haven’t claimed) to receive a full refund.
  
  
• 🚫 Cancel Anytime: No lock-in contracts. Cancel mid-month and get a pro-rata refund for unused premiums.
  
  
• 📈 Premium Increase Notices: nib must notify you ahead of annual rate changes (usually around April).
  
  
• 📬 Complaint Escalation: Formal complaints can be sent to the Resolutions Team.
  
  
• 🛑 No-Claims Penalty: Your premium doesn’t increase just because you’ve made a claim.
  
  
• 💡 Hardship Support: nib may allow cover suspension or payment plans during financial hardship or while overseas.
  
  
• 🔁 Cover Upgrades: Upgraded plans come with a 30-day change-of-mind option if you haven’t claimed.
  

All policies are outlined in member documentation, but nib is required to follow fair-practice standards and respond to official complaints in good faith.