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Complaints, Service and Feedback

At SureSave we strive to be helpful and genuine. As your trusted travel assistance partner, we take pride in being straight-forward and honest, from our on-the-road sales team, to our in-house customer service and assistance teams. We're here to help you when help is needed, but we know sometimes this may not be as easy as it sounds. 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.

If you have a complaint about SureSave or one of our partners feel free to contact our Customer Relations Team by post, email or telephone.

Post:
Customer Relations
PO Box A975,
Sydney South, NSW, 1235

Phone: 1300 625 229

Email 
[email protected]

nib Travel Services will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, nib Travel Services will agree with you a reasonable alternative timeframe.

Dispute Resolution Process

Policies purchased on or after 1 August 2019:

If you are not satisfied with the response to your complaint, you should contact the XL Insurance Company SE, Australia branch for consideration under their dispute resolution process. 

You can contact them at:

Post: 
The Complaints Officer 
XL Insurance Company SE, Australia branch
Level 28, 123 Pitt Street
Sydney NSW 2000

Email: [email protected]

Your dispute will be acknowledged within 5 working days of receipt, and XL Insurance Company SE, Australia branch, will send a final response on behalf of the insurer within 15 business days.

Policies purchased before 1 August 2019:

If you are not satisfied with the response to your complaint, you should contact the Lloyd’s General Representative in Australia for consideration under their dispute resolution process. You can contact Lloyd’s at:

Post: 
Lloyd’s Underwriters’ General Representative in Australia  
Level 9, 1 O’Connell St,
Sydney NSW 2000

Phone:
+61 2 8298 0783

Email: [email protected]

Your dispute will be acknowledged within 5 working days of receipt, and Lloyd’s will send a final response on behalf of the Underwriters within 15 business days.

Independent Review

If we are unable to resolve your complaint within 45 days of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. 

ACFA can be contacted at:

Post:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Email: [email protected]

Website: afca.org.au