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Cancelling your policy or redeeming a credit

Cancelling your policy or redeeming a credit

We recognise that the coronavirus (COVID-19) pandemic is an extraordinary circumstance that has affected many travellers around the world.

Redeeming a credit from an unused SureSave policy

Eligible customers who have been affected by coronavirus (COVID-19) travel restrictions have been offered a travel insurance credit.

SureSave customers who have received written confirmation of their offer of credit, can redeem this credit by purchasing a new nib Travel policy and contacting us before 31 March 2022 to receive a refund on the original unused policy. See the original credit terms


Refund outside the cooling-off period 

We recognise you may be unable to travel due to coronavirus related travel restrictions (e.g. border closures or travel bans), which impact you after the cooling-off period has expired.

We are offering eligible customers the option to cancel their policy outside of the cooling-off period and obtain a refund. 

Single Trip International Plans & Domestic Plans

If you are unable to travel due to coronavirus related travel restrictions, and you haven't used and don't need to use your policy to travel or claim, you are eligible to obtain a refund.

Before you decide to cancel, please make sure you consider the implications and any existing value under the policy, including for example any pre-trip cancellation cover you may have. The extent of cover afforded will depend upon both the policy wording and your individual facts and circumstances. 

Annual Frequent Traveller Plans

For Annual Frequent Traveller policyholders whose travel plans are disrupted by coronavirus travel restrictions, we recognise you may be unable to travel and may wish to cancel your policy.

If you are unable to fully utilise your policy due to a coronavirus related travel ban, and you haven't and don't need to use your policy to claim you may be eligible to obtain a refund for the unused proportion of your policy.

We will calculate any refund from the later of the date you returned to your home, and the date your use of your policy was impacted by a coronavirus related travel restriction.

Understanding what it means to cancel your policy  

Remember, cancelling your policy means you won’t be eligible for any cover, and you won’t be able to make any claim under the policy. If you request and are granted a refund, your policy cannot be reinstated. 

To find out more about your options, please contact us.

Refunds can take a few days to appear on your credit card statement.