Complaints, Service and Feedback
At SureSave we strive to be helpful and genuine. We're here to help you when help is needed, but we know sometimes this may not be as easy as it sounds. You have a right to make a complaint, so if you have experienced a less than helpful exchange with us then we'd welcome your feedback.
The below outlines the process for complaints which relate to any area of our SureSave business.
There are established procedures for dealing with complaints and disputes regarding your policy or claim. These services are free to all policyholders and may be of assistance, should the need arise.
If you have any concerns or wish to make a complaint about any aspect of your relationship with us, including your policy, our services or your insurance claim, please contact nib Travel Services (who manages SureSave Travel Insurance) using the details below, and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure
For more information on our complaints policy, please refer to the nib Travel Complaint Policy.
nib Travel Services will acknowledge your complaint within 1 business day and provide you with the contact details of the person handling your complaint.
We will do our utmost to resolve the complaint to your satisfaction within 10 business days. Where we are unable to do so, we will follow the following Complaints Handling Process:
If we are unable to resolve the complaint to your satisfaction within 10 business days, we will keep you informed about the progress of your complaint at least every 10 business days and our final decision will be provided to you in writing within 30 calendar days of the date on which you first made the complaint.
If we require further information, we will only ask for information that is relevant to our decision about your complaint. You may request the information that we relied on when making our decision, and unless we are unable to, we must give you that information within 10 business days of you asking.
You may refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time, and if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint. AFCA’s contact details are as follows:
Should you choose to refer your complaint to AFCA, you must do so within 2 years of our final decision. If you have a complaint about nib Travel Insurance or one of our partners, feel free to contact our Travel Complaints Department by post, email or telephone.
- TIS National is a free interpreting service which aims to provide equitable access to key services, which are not government funded, for people with limited or no English language proficiency. Visit their website for more information.
- National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Visit their website for more information.
Someone to act on your behalf
- You may wish for someone else to deal with your complaint on your behalf. This might be a family member, friend or advocate. If so, you will need to let us know who that person is, so that we can make a record of the authorisation you have provided them and allow them to speak and make decision on your behalf.