Why bother reading it? Isn’t it just fine print?

Never assume you’ll be covered because you think that’s what travel insurance is for.

Please take the time to read your policy carefully to know what’s covered, what’s not covered, the limits to cover and the exclusions. If you don’t understand it, just ask World Nomads.

1. Buying this policy

• You can buy this policy to travel overseas if you’re an Australian citizen or resident, you will be 69 years old or younger at the time you buy or extend your policy and you agree to be repatriated to Australia in a medical emergency.

• You can buy online, even if you’re already travelling; refer to details about the waiting period. If you extend your trip, you may be eligible to extend your policy (before it expires) while travelling through your World Nomads membership; see Extending your policy.

• You have up to 21 days from the time you’re issued your Certificate of Insurance and before you start your trip to decide if this policy is right for you and cancel your policy (this is your cooling-off period), provided you have not started your trip and do not wish to exercise any other right under the policy.

2. How this policy works

• Your actions and the situations you find yourself in may impact on how this policy works and the coverage available under these situations. There are certain things which will limit or exclude cover, so you should read all sections of this policy to see what’s covered and not covered, including the General Exclusions which are applicable to all sections. A $100 excess and/or waiting periods may also apply.

• Starting your trip activates the parts of this policy which cover you during your trip.

• You can return home for a visit at your own expense and resume your trip under the same policy before the policy Return date. (Note that cover pauses during a home visit.) If you decide to end your trip early or you don’t resume your trip after being repatriated, your cover ceases and we will not refund you the unused portion of your premium.

3. Medical cover limitations

• This is not a health insurance policy. It will not cover all of your medical expenses, particularly for medical treatment not considered necessary by a medical practitioner appointed by us nor for any medical treatment while in Australia.

• This policy excludes cover for many existing medical conditions of you, your travelling party and close relatives which exist before you buy or extend this policy. There are some automatically covered existing medical conditions under this policy when specific requirements are met.

4. Other key conditions to cover

• This policy covers unexpected and unforeseen events and accidents while travelling overseas, including specific Insured Events listed under Section 3 – Cancellation & Trip Interruption, and Section 9 – Coronavirus Travel Costs, if your trip is cancelled or interrupted. We won’t cover you for cancellation or other expenses if you simply change your mind. We will reduce any claim payment by the amount that your travel provider offers you as an alternative, refund or credit. If an event is not specifically listed as an Insured Event, there is no cover for that event.

• If you suffer a sudden illness or serious injury and you’re medically unfit to continue your trip, the decision to evacuate or repatriate you is ours, and we will not pay for any evacuation or repatriation expenses unless you have received our consent. There’s no cover for any expenses while in Australia.

• We cannot pay you for expenses you would usually have if an event had not occurred. This includes a return flight home if you’re travelling on a one way ticket. For example: if it’s determined by us that you should be repatriated home for medical treatment, we’ll expect you to pay for an economy class airfare to return home, as this expense is considered to be a reasonable cost you’d normally incur; however, if it’s determined by us to be medically necessary, we’ll pay for any upgrade costs to travel home.

5. What you should do

• It’s your responsibility to read this PDS carefully to help you understand the terms and conditions and limits that apply, what you need to do to activate the coverage and how you can make a claim for expenses or get help if you need it.

• You should contact the emergency assistance team for help if you suffer an illness, are injured, or need emergency transport or repatriation before you commit to additional expenses.

• You should do everything reasonably practical to minimise your expenses. If you can claim from a third party other than an insurer, you must make every reasonable attempt to do so before making a claim on this policy. Where the third party is another insurer, we’ll ask you for their details and copies of correspondence with them to assist our recovery of any amount we pay you.

Who can buy this travel insurance?

You are eligible for cover under this insurance if you are an Australian citizen or resident (as defined) taking a trip overseas and who will be 69 years old or younger at the time you buy or extend your policy.

You’re not eligible to purchase or extend a policy if you:

1. are living overseas at a permanent residential address for more than two years at the time you apply for cover;

2. will be 70 years old or older at the time you apply for cover;

3. intend to use this policy in place of private health insurance; or

4. don’t wish to return to Australia (for example, in the event of a medical repatriation from overseas).

Policy excess & waiting periods

An excess and/or waiting period applies for certain claims related to a single event, as shown in the Summary of Benefits and described in each section of What’s covered & not covered.

When cover starts & ends

The policy is only valid once the premium is paid and we issue a Certificate of Insurance through your World Nomads membership.

Coverage is activated depending on where you are when you buy or extend the policy, the date of purchase, the date you choose the cover to start (Departure date), the date your trip actually starts and the date you choose your cover to end (Return date).

Health conditions & your policy

Travel insurance only provides cover for emergency medical events overseas that are sudden and unforeseen. Our insurance only includes cover for certain existing medical conditions listed as automatically covered existing medical conditions and only when the specified requirements are met.

Carefully consider your medical history, as well as the health of your close relatives, others in your travelling party and anyone else, as your and their conditions (past or present) may affect your trip and cover. Remember, ‘you’ and ‘your’ in all sections of this PDS apply to all people listed as insured on your Certificate of Insurance.

Travel & Medical Assistance

24 hours a day, 7 days a week

In case of a serious injury, sudden illness, an accident or hospitalisation, contact the emergency assistance team as soon as possible.

From overseas:
+61 2 8263 0470 or +61 2 8292 1470

Within Australia:
1300 787 375
SMS: +61 4 1720 4602

Email: assist@worldnomads.com

Ask the local operator to connect you reverse charges or claim your call costs later.

You’ll need the international dialling code or just the plus sign (+) to dial the number correctly on your mobile phone.

What you must do

1. You must make an effort to keep your medical expenses to a minimum and follow all reasonable directions and recommendations of the emergency assistance team or us as it may affect your cover. If you don’t contact the emergency assistance team as required, we may not fully reimburse you for your expenses or for any evacuation or airfares that have not been approved or arranged by us and which were not reasonably necessary.

2. You, a member of your travelling party, a friend or close relative must contact the emergency assistance team as soon as possible if you:

   1. suffer a sudden illness or serious injury;

   2. have an accident;

   3. need to go to hospital or have been admitted to hospital;

   4. get medical treatment as an outpatient, where the cost of treatment is likely to exceed $2,000;

   5. are seriously injured, are hospitalised or suffer psychological trauma in an assault (including mugging, kidnap or hijack); or

   6. need emergency transport, medical repatriation or a medical escort.

   The emergency assistance team will help direct you or move you to the appropriate hospital or health care facility. Subject to medical advice, you must follow the reasonable recommendation of the emergency assistance team or us as to where you can be treated to ensure you receive quality medical care.

3. If the total cost of your medical treatment is likely to exceed $2,000, you must contact the emergency assistance team as soon as possible; they will work closely with the Claims team who will confirm coverage under the policy and manage any potential claim.
   
   In the case of hospitalisation, the emergency assistance team will coordinate payment directly with the hospital wherever possible, provided cover under the policy has been confirmed by us.
   
   If the total cost of your medical treatment is unlikely to exceed $2,000, you’ll pay for medical expenses and make a claim for reimbursement.

4. You should make every reasonable effort to get copies of all available medical records before you leave the hospital or medical facility as well as receipts to document your expenses so we may verify your claim.
   Your illness or injury must be confirmed in writing by your treating medical practitioner overseas, as before we can confirm cover:

   1. we’ll need the medical report from your treating medical practitioner overseas of your condition, tests performed, diagnosis, and treatment provided; and

   2. we may ask for written verification of your medical history from your doctor at home.

5. If you’re involved in an accident and are hospitalised or suffer a serious injury, you must report the incident to the relevant local authority (e.g. police, hotel manager, other travel service provider) as soon as possible and provide documentation confirming you have reported the incident.

6. If you’re a victim of an assault (e.g. mugging, kidnapping or hijack) and suffer a serious injury or psychological trauma, you must also report the incident to local police or as soon as possible and provide documentation confirming you have reported the assault. Also, see Section 2.1 - Repatriation after assault and Section 3 - Cancellation & Trip Interruption.

7. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 1

We won’t pay for any of the following:

1. A loss that arises from an existing medical condition, except as described in Health conditions & your policy. If you extend your policy after you have had a change in your health status, there will be no cover under any extended period for that medical condition (as it will now be an existing medical condition), unless agreed by us.

2. Private hospital or medical treatment you received where public funded services or care was available in that country and/or under any Reciprocal Health Care Agreement between the Australian Government and the government of any other country, unless pre-approved by us. Please see humanservices.gov.au for further information and the latest list of reciprocal countries.

3. A loss that arises from your failure to follow the reasonable instructions of your medical practitioner, the emergency assistance team or us. If you decline to promptly follow the advice given, we will not be responsible for any subsequent medical, hospital or evacuation expenses relating to or arising from the event that you are claiming for.

4. Expenses which are not reasonable or medically necessary.

5. Treatment which in the opinion of the attending medical practitioner, the emergency assistance team or us can be reasonably delayed until your return home.

6. A loss that arises from choosing an alternative therapy (including but not limited to acupuncture, chiropractic or osteopathic treatment) over prescribed medical care. We will not be liable for any further or consequential injury or illness you suffer as a result of such treatment.

7. Any medical expenses where you’re unable to provide verification of your condition by the treating medical practitioner such as medical records; or where you can’t provide proof of your expenses, including receipts, if we ask for them.

8. Medical or dental expenses incurred while you’re in Australia. This policy doesn’t replace private medical insurance or Medicare.

9. Routine or elective treatment or surgery and related complications, including specialist review or referral and exploratory tests.

10. Dental treatment arising from the deterioration and/or decay of teeth or associated tissue; involving the use of precious metals; cosmetic dentistry; dental treatment not required for the immediate relief of pain to healthy and natural teeth, such as but not limited to major dental work like crowns, bridges, dental prostheses.

11. Additional hospital costs for single or private room accommodation, unless medically necessary.

12. Treatment or services performed by you, a member of your travelling party, your close relative or an enterprise owned by any one of these people without pre-authorisation from us or the emergency assistance team.

13. Maintaining a course of treatment or medication you were on prior to your Departure date or prior to you purchasing more cover, as described under How to buy it.

14. Expenses for alternative therapies if you haven’t purchased the Explorer Plan.

15. Out-of-pocket expenses in hospital if you haven’t purchased the Explorer Plan.

16. Clinical psychology after assault if you haven’t purchased the Explorer Plan.

17. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. As soon as possible, you, your travel companion, friend or close relative must contact the emergency assistance team for assistance if you’re in an accident, suffer a sudden illness or serious injury or die. The emergency assistance team will help arrange medical transport, provide directions to the nearest, most appropriate medical facility or organise your repatriation home. If you choose not to contact the emergency assistance team or accept their assistance, we may limit or reduce your cover.

2. If you require medical treatment, follow the instructions under Section 1 - Emergency Medical & Dental Expenses Overseas.

3. If you’re travelling on a one way ticket, we expect you to pay the cost of an economy class airfare home, as this is considered a reasonable and necessary cost you’d ordinarily incur during your trip. The emergency assistance team can help find and book a suitable airfare, so please advise them of your travel arrangements when you call.

4. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 2

We won’t pay for any of the following:

1. Your transport or medical evacuation to a medical facility, repatriation home, local burial/cremation or transport to bring your remains back to Australia, unless approved by the emergency assistance team or us.

2. Where you don’t have a return ticket, the cost of an economy class airfare at the carrier’s regular published rates for the journey home, or the actual cost incurred, whichever is less.

3. Where the emergency assistance team, in consultation with your treating medical practitioner (where applicable), deems that your transport, evacuation or repatriation is not medically necessary or reasonable.

4. Any ongoing or additional costs after you refuse to be repatriated after you are declared medically unfit to continue on your trip.

5. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

Insured Events

Cancellation and trip interruption cover applies to the following Insured Events and only when they are sudden, unforeseen, unavoidable, outside your control and occurring after we issue your Certificate of Insurance.

What you must do

1. You must contact your carrier, travel services provider, education or related provider as soon as possible and make all reasonable attempts to seek compensation or offers to rearrange or reschedule your plans before you incur additional expenses, change your travel plans or make a claim with us.
   
   You must do everything reasonable and necessary to avoid or minimise your expenses following an Insured Event. Where we have been disadvantaged because of your failure to do so, your claim may be reduced or denied.
   
   For example: you must minimise your expenses by notifying your transportation provider as soon as possible of any issues caused by another common carrier, which may affect your connecting transport.

2. Contact the emergency assistance team for assistance if you’re:

   1. caught in severe weather, a natural disaster, a riot, political or civil unrest; or

   2. assaulted, hijacked, kidnapped. If you’re assaulted, hijacked or kidnapped, you must also make a report to the local police or other appropriate authority as soon as possible. You must provide documentation confirming you have reported the event and related medical reports with your claim.

3. You must immediately or as soon as possible report theft of travel documents or credit cards to the police as well as to the common carrier, service provider or other appropriate local authority.
   
   A copy of the full, written report should be provided with your claim. If in exceptional circumstances you cannot notify the local police or other appropriate authority or cannot obtain a report (i.e. due to imminent departure), you must notify us as soon as possible after the event.
   If your passport is stolen, you must also immediately or as soon as possible notify the Australian Government online or report the theft to the nearest Australian diplomatic or consular mission. You must provide us with documentation confirming you have reported the event.

4. You must obtain a written medical diagnosis from your overseas treating medical practitioner in relation to your sudden illness or serious injury and their recommendation that you’re medically unfit to travel. You must provide all relevant medical records or reports, including information about previous medical conditions and courses of treatment. In case of death, the death certificate and a medical report must be included with any claim.

5. If you incurred expenses due to cancellation of your full time work by an overseas employer or provider of a study course, volunteer, internship or apprenticeship arrangement, you must provide at a minimum:

   1. evidence that you planned to undertake the activity on a full time basis and the arrangements were to account for a minimum of 50% of your trip;

   2. a copy of the agreement for those arrangements, showing the date the arrangements were confirmed or booked; and

   3. documentation from the employer or organisation outlining the reasons for cancelling the arrangements and the date of cancellation.

6. If you’re made redundant or you’ve had your leave cancelled by your employer or you’ve had to end your trip early to return home to your full time, permanent job, you will have to provide written confirmation from your employer:

   1. of your unexpected/involuntary redundancy or cancellation by your employer of your pre-arranged leave, dated before your Departure date and after you purchased the policy; or

   2. that you were forced to end your trip because of your business partner’s or close colleague’s hospitalisation or confinement following their sudden illness or serious injury.

7. If you make a claim, you must show:

   1. the event was unexpected and occurred after you purchased the policy and after you booked or paid for any travel arrangements; and

   2. the costs incurred were unavoidable.

8. You must provide independently verifiable written evidence of the timing and circumstances of the event, the actual costs incurred and that any pre-paid expenses were non-refundable according to the conditions of the service provider. Where applicable, this includes:

   • notice from the travel supplier or carrier confirming the reason, timing and duration of the unexpected event causing the delay, cancellation or interruption; any compensation or offers made to you; and confirmation of your claim and settlement with them, if applicable;

   • evidence of any accident such as documentation from an official body in the country where the accident happened: e.g. a police and/or relevant transport authority report;

   • documentation to confirm your travel itinerary, vouchers or e-tickets;

   • valid documentation from your travel supplier, event organiser or education provider;

   • all itemised and receipted expenses.

   We, the emergency assistance or claims teams may ask you to supply the original documents to verify your claim, so you should keep these safe, just in case.

9. If you’re travelling on a one way ticket, we expect you to pay the cost of an economy class airfare home, as this is considered a reasonable and necessary cost you’d ordinarily incur during your trip.

10. You should read and understand How someone else’s health may affect your cover.

11. You should also read what we won’t cover in the Specific Exclusions to this section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 3

We won’t pay for any of the following:

1. A loss arising from an existing medical condition, except as described in Health conditions & your policy.

2. Any expense you would reasonably incur if the Insured Event did not happen.

3. A loss arising from cancellation of a tour due to an insufficient number of people or if you don’t like the people you’re travelling with.

4. Any expenses for delays, rescheduling or cancellation of scheduled public transport services arising from reasons within a carrier’s control, including but not limited to maintenance, repairs, schedule changes, service faults, corporate takeover or industrial activity other than a strike.

5. You declining a reasonable alternative service or compensation offered by a carrier or other travel service provider.

6. You not providing receipts for your expenses.

7. Expenses arising from not having allowed for the travel service provider’s official minimum check in or transit time, or at least three hours, whatever is longer. For example: not leaving reasonable time for traffic delays.

8. A loss arising from any financial, business, professional, employment or contractual arrangements, unless otherwise covered in this policy.

9. A loss arising from any act or threat of terrorism.

10. Expenses relating to Section 3.5 - Kidnap or hijack if you haven’t purchased the Explorer Plan.

11. Costs for Section 3.1 - Cancellation expenses and Section 3.2 - Trip interruption expenses where a claim is payable under Section 3.3 - Compassionate emergency visit or Section 3.4 - Resumption of trip for the same period of time.

12. A loss that arises from an epidemic, pandemic, or World Health Organization declaration of a public health emergency of international concern.

13. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. You must take reasonable care to protect your belongings. Don’t leave any item unsupervised in a public place; unsupervised inside a motorised vehicle, boat, tent or camper trailer during non-daylight hours (local time), even if securely locked and concealed; or ship them as freight or unsupervised baggage.

2. Carry your portable electronic devices (including tablets, laptops, photographic and video equipment and other hand-held devices), mobile phones, jewellery, specified high value items, travel documents, cash and credit cards with you at all times.
   
   You must keep these valuables on you, within reach and view. Never leave these items in your checked-in baggage, unsupervised in a public place, inside a motorised vehicle, boat, tent or camper trailer at any time; if you do, they will not be covered.
   
   If you’re unable to carry these items, you must store them securely in a locked safe, locked safety box or locked compartment out of public view and public access. If stolen, there must be evidence of the theft, such as visible damage and forced entry into the locked compartment, which is confirmed by a police report.

3. You must report all theft to the police or to the common carrier, service provider or other appropriate local authority (e.g. tour operator/accommodation/travel provider manager or security personnel) as soon as possible after becoming aware of the loss.
   
   You must provide us with documentation confirming you have reported the event. If in exceptional circumstances you cannot notify the local police or other appropriate authority (i.e. due to imminent departure), you must notify us as soon as possible after the event.
   
   If your passport is stolen, you must also immediately or as soon as possible notify the Australian Government online or report the theft to the nearest Australian diplomatic or consular mission. You must provide us with documentation confirming you have reported the event.

4. If your baggage and personal items are delayed, lost or accidentally damaged by a common carrier, you must report the incident as soon as possible to a responsible officer for the carrier. Obtain a Property Irregularity Report or a similar official report in writing and make a claim directly with the carrier first.
   
   If your bags are delayed, you must also obtain evidence confirming the reason for the delay from the carrier and anticipated delivery date and time of your baggage. It’s also important that where possible you obtain written reports and, where applicable, accept any offers of settlement they make.
   
   You must get copies of all written reports, luggage checks and tickets, travel documentation and all correspondence with the carrier or service provider. You will need to send these to us to support your claim.

5. For items damaged in other circumstances, you must get documentation confirming the damage from the appropriate local service provider (e.g. a manager or security officer of a private business or public facility) as soon as possible.

6. Arrange a repair quote to document the damage and provide this quote to assist us to review your claim. Physical evidence of the damaged item may also be requested to present with your claim, where reasonable in the circumstances.

7. You must make every reasonable attempt to get compensation from the carrier or service provider first before making a claim on this policy. Where you can show us that you’ve exhausted every reasonable attempt to make a full recovery from the responsible party, we’ll pay the difference up to the limit in the Summary of Benefits.

8. You must provide evidence of proof of ownership, age and value of your belongings to substantiate your claim. It’s useful to keep all receipts for items you buy on your trip separate from the items, in case you need to make a claim.

9. For Explorer Plan holders claiming for stolen cash, you must provide with your claim proof of the initial bank withdrawal, foreign exchange receipts or receipt numbers of travellers’ cheques and postal and money orders.

10. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

NOTE: If you don’t meet these conditions, we may limit or reduce your claim by the amount we have been disadvantaged.

What’s covered

What’s not covered - Specific Exclusions under Section 4

We won’t pay for any claim for the following:

1. A loss arising from theft where there is no evidence confirming the theft, such as visible damage and forced entry, unless otherwise described in this section.

2. Loss, theft or damage to the extent for which you did not make every reasonable attempt to obtain compensation from the carrier, other service provider or other responsible party.

3. A loss arising from misplacement of your items, forgetting them or leaving them behind.

4. Loss, theft of or damage to:

   1. cash, traveller’s cheques, and postal and money orders (except if you’ve purchased the Explorer Plan and as covered under Section 4.1 - Theft or accidental damage);

   2. bicycles and bicycle accessories;

   3. sporting equipment in use;

   4. sporting equipment over three years old;

   5. watercraft of any type (excluding surfboards);

   6. items for commercial use, including samples, stock and collections; tools of trade; business equipment;

   7. items which are freighted, sent separately or shipped under a bill of lading;

   8. animals;

   9. firearms and weapons of any type;

   10. musical instruments;

   11. antiques;

   12. precious stones not set in jewellery; or

   13. perishable items.

5. Items left unsupervised, in public view or where you don’t take adequate and reasonable care to protect their safety, security or condition, unless:

   1. you had to leave it behind and it’s accidentally damaged or destroyed in a fire or natural disaster; or

   2. there’s evidence of the theft, such as visible damage and forced entry into a locked safe or locked compartment where you stored it securely.

6. Loss, theft of or damage to specified high value items, portable electronic devices (including tablets, laptops, photographic or video equipment and other hand-held devices), mobile phones, jewellery, travel documents, cash and credit cards if:

   1. left in checked-in baggage with a common carrier;

   2. held for transport in the cargo hold, luggage trailer or on the roof;

   3. left in a motorised vehicle, in a boat, tent or camper trailer for any length of time;

   4. left in a locked safe, locked safety box or locked compartment, where there’s no evidence of visible damage and forced entry;

   5. placed out of your reach or view; or

   6. stored with a storage facility, concierge or other service provider and they go missing.

7. Items left inside a motorised vehicle, boat, tent or camper trailer between sunset to sunrise, even if securely locked and concealed in a safe or compartment.

8. A loss arising from denting, scratching.

9. Wear and tear of property (unless specified on your Certificate of Insurance).

10. Malfunction repair costs or losses arising from mechanical or electrical breakdown.

11. A loss arising from denting, scratching or damage to items which are fragile or brittle, or an electronic component which is broken, dented or scratched, unless:

    1. it’s the lens of spectacles, binoculars or photographic or video equipment;

    2. it was caused by a crash involving a vehicle or carrier in which you were travelling; or

    3. it’s due to a fire or natural disaster.

12. A loss arising from the action of insects, vermin, mildew, humidity, rust or corrosion.

13. A loss arising from abuse or fraudulent use of credit cards or traveller’s cheques.

14. Expenses incurred within the first 12 hours of your baggage being delayed.

15. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. You must contact the emergency assistance team as soon as possible if you injure someone, damage another person’s property or a suit is brought against you.

2. You must not admit fault or liability or accept any responsibility for the incident without our prior knowledge and consent. If you do, this will have no binding effect on us. You’ll have breached a policy condition, which may put us in an adverse and prejudicial position. Therefore, we may not be obligated to pay any claim made against you or reimburse any of your defence costs or other legal expenses.

3. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 5

We will not cover any of the following:

1. A loss arising from the carrying out of any work (including volunteer), internship, apprenticeship, profession, trade, business or employment.

2. A loss arising from your transmission of any illness to another person.

3. A loss arising from your intentional, unlawful, wilfully negligent, or malicious act.

4. A loss arising from bodily injury to any of your close relatives, co-workers or members of your travelling party.

5. Items which you use, own, have on loan or hire, store or which are in your care or your possession.

6. Property or items which you own (including land or buildings) or you occupy (except temporarily for the purpose of the trip).

7. Property owned or used by your close relative, co-worker or member of your travelling party.

8. A loss arising from your ownership or use of any mechanically propelled vehicle (other than golf buggies and motorised wheelchairs), aircraft or waterborne craft; animals (other than horses); firearms or weapons of any kind.

9. Any legal liability which you incur as a result of an agreement that you made which would not exist in the absence of that agreement (contractual liability).

10. Fines and punitive damages.

11. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. You must have a valid licence in Australia for the class of vehicle you’re driving overseas, regardless of local laws. You must also comply with local laws of the country in which you’re driving. For example: you may be required to hold an International Driving Permit valid for that class of vehicle in addition to a valid Australian driving licence to legally drive in that country.

2. You must purchase the rental vehicle insurance offered by the rental vehicle company or agency.

   Please note: this travel insurance policy is not rental vehicle insurance. Our policy doesn’t replace the need for you to purchase rental vehicle insurance through the rental vehicle company covering physical damage and theft of the rental vehicle and your liability to third parties for injury or property damage while the rental vehicle is in your care or control.

3. You must have a signed rental vehicle agreement in place for hire of the rental vehicle, and the rental vehicle company must be licensed within the country of hire.

4. You must provide copies of the repair account, repair quote, proof of any payments you’ve made or received and any other documentation we request. You must provide copies of any correspondence identifying any insurer or third party related to the event for which you’re claiming, to assist us in recovering from the responsible party.

5. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 6

We won’t cover any of the following:

1. A loss arising from operation without a valid licence in Australia and as required in the country where you’re travelling for the class of vehicle you’re driving.

2. A loss arising from any other unlawful use of the vehicle.

3. Aircraft; watercraft; all-terrain vehicles, quad bikes; elite, premium, luxury class vehicles; high-performance, customised and antique vehicles; snowmobiles; motorbikes, scooters and any other motorised cycle.

4. A loss arising from violation of the rental vehicle agreement.

5. A loss arising from transport of items other than luggage.

6. A loss arising from operation on any track or racetrack; in any training, trial or test; in any motorsport, race, rally or competition; in any motor show or exhibition; on roads other than sealed roads, unless agreed by the rental vehicle company.

7. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. If you’re in an accident, you, your travel companion, friend or close relative must contact the emergency assistance team as soon as possible.

2. To claim, you or your estate must provide a medical certificate confirming your disablement (or death), medical reports and other documentation as explained under Section 1 - Emergency Medical & Dental Expenses Overseas. If you are a student, you must also submit proof to us that you were enrolled as a full time student at the time of the accident.

3. You must be receiving medical treatment or be under regular medical supervision and comply with the medical practitioner’s instructions during your period of disablement.

4. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 7

We won’t cover any of the following:

1. A loss arising from an accident caused by an illness.

2. A loss arising from an existing medical condition, even if the condition recurs as a result of or is aggravated by the accident.

3. A loss arising from any injury which is caused by an existing medical condition.

4. A loss arising from medical treatment not necessitated by an accident covered by this policy.

5. When your total disablement is not supported by ongoing medical evidence.

6. If your death arises from an illness or your

   suicide.

7. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. Review the list of adventure sports, activities and experiences carefully and when purchasing choose all the activities you’ll participate in to receive the appropriate level of cover, depending on what you’re planning to do on your trip. Once you have chosen your activities the additional premium required and level of sports cover will be shown on your Certificate of Insurance.

2. You must take reasonable care and not put yourself at risk while participating in these adventure sports, activities and experiences. You must follow any local authority warning or advice.

3. If you intend to work or study, you must have the appropriate visa to work or study under the local laws of the country you’re visiting.

4. You must have the appropriate skills and training and hold the necessary licences and certificates for the work you undertake. If required, you should only work from ground level up to five metres above ground as the risk of serious injury is significantly increased when working at heights greater than two metres.

5. You should also read what we won’t cover in the Specific Exclusions to each benefit section and the General Exclusions which are applicable to all sections.

What’s covered

What’s not covered - Specific Exclusions under Section 8

We won’t pay for any of the following:

1. A loss arising from participating in or training for a competition or race where you receive a financial reward (i.e. an appearance fee, a wage or salary).

2. Expenses are recoverable under any employer sponsored program or statutory workers’ compensation, accident, medical or benefit scheme.

3. A loss arising from participation in any adventure sports activities, work, study or volunteer experiences where you don’t purchase the appropriate adventure sports, work, study and volunteer level upgrade or where it is specifically excluded (X) in Section 8.2 - List of adventure sports, activities & experiences.

4. A loss arising from you going against local authority warnings or enter closed or restricted areas or places or situations known to be unsafe or dangerous.

5. Damage to any sporting equipment while in use; sporting equipment over three years old; there is damage or theft of any sporting equipment left unsupervised in a public place.

6. A loss arising from you travelling in an air-supported device other than as a passenger in a licensed passenger aircraft operated by an airline or charter company, except for those shown in the list of adventure sports or activities and where you’ve purchased the appropriate upgrade.

7. A loss arising from your participation in any motorsport rally, race, competition or show.

8. For motorised vehicles, a loss arising from:

   1. you not wearing a helmet where one would be required in Australia, regardless of the local laws; or

   2. you operating any motorised vehicle without a valid licence for the same class of vehicle or watercraft in Australia and as required in the relevant country where you’re travelling; or

   3. you riding as a passenger in or on any motorised vehicle or watercraft where you know or you should know your driver does not have a valid licence in their country of residence and as required in the relevant country where you’re travelling.

9. A loss arising from participation in any adventure sports activities, work, study or volunteer experiences where you don’t hold the required certification or licence for an activity (which is specified by a hash (#) in the list of adventure sports and activities), or you’re not with a professional, qualified and licensed guide or operator whilst performing an activity (which is specified by an asterisk (*) in the list of adventure sports and activities); refer to Section 8.2 – List of adventure sports, activities & experiences.

10. A loss arising from your work (paid or unpaid), undertake any hazardous activities or participate in any sports or activities in hazardous locations, such as but not limited to:

    1. oil rigs, mines, underground, in caves;

    2. operating machinery or heavy equipment;

    3. operating power tools without proper skill and training;

    4. working at height without proper safety equipment. Working at height is further restricted to a maximum of five metres; or

    5. working in close proximity to dangerous animals including, but not limited to, hippopotami, crocodiles, alligators, sharks, elephants, bears, big cats and deadly snakes.

11. You are found to be liable to a third party when acting in the course and scope of your work activity (including volunteering), internship, apprenticeship, profession, trade, business or employment (refer to Section 5).

12. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What you must do

1. You must observe appropriate government, health department, and World Health Organisation preventative and precautionary measures, including any relevant vaccinations, hygiene or social distancing guidelines.

2. You must make every reasonable effort to contact your travel providers as soon as possible and make every reasonable effort to seek compensation or offers to rearrange or reschedule your plans, and, where applicable, exercise your rights under consumer protection legislation before deciding to incur additional expenses, change your travel plans or make a claim with us. You must accept any reasonable alternative options offered by the provider.

3. You must take all reasonable steps to avoid or minimise your expenses following an Insured Event. Where we have been disadvantaged because of your choices, it may impact your ability to make a claim under this policy.

4. If you make a claim, you must show the event was unexpected and occurred after you purchased the policy and after you booked or paid for any travel arrangements.

5. You must provide satisfactory written evidence of the timing and circumstances of the event and the actual costs incurred. Where applicable, this includes:

   1. written advice from the attending medical practitioner if you are medically unfit to travel;

   2. written advice from the attending medical practitioner or local health authority confirming that your quarantine is necessary;

   3. a written report or statement from the carrier or relevant authority confirming the reason and timing of the event; any compensation or offers made to you (e.g. for alternative transport or accommodation); and confirmation of your claim and settlement with them;

   4. written confirmation from your employer of the date and reason for the cancellation of your leave; and

   5. documentation to confirm your travel itinerary, vouchers or e-tickets.

   We may ask you to supply to original documents to verify your claim, so you should keep these safe, just in case.

6. You should also read what we won’t cover in the Specific Exclusions to this section and the General Exclusions which are applicable to all sections.

What’s covered?

What’s not covered - Specific exclusions under Section 9

We won’t pay for any of the following:

1. When you buy or extend a policy, or make or undertake travel arrangements when you are aware, or a reasonable person in your circumstances should have been aware, of circumstances that may impact your travel plans, or knowingly putting yourself in a situation of unreasonable risk, such as:

   1. you know you will be unable to avoid close contact with a case of coronavirus during your trip; or

   2. you are medically unfit to travel; or

   3. you travel against medical advice; or

   4. when you know you will have to consult a medical practitioner during your trip,

      your policy will not cover you for a loss arising from those circumstances.

2. Extra costs arising from your failure to promptly cancel or rearrange your travel plans after an event in this section impacts your trip.

3. A loss arising from you neglecting to observe appropriate government, health department, and World Health Organization preventative and precautionary measure, including any relevant vaccinations, hygiene or social distancing guidelines.

4. Any expenses where you’re unable to provide written documentation confirming the incident, or where you can’t provide proof of your expenses, including original receipts, if we ask for them.

5. Additional travel and accommodation expenses above the standard originally booked, unless approved by us.

6. Expenses you incur after you return to your home in Australia.

7. Additional accommodation expenses, where you claim for cancelled accommodation expenses covering the same period of time; or any expenses where you have made a claim for the same costs under any other section of the policy.

8. A loss arising from any quarantine that is broadly imposed by a government or other official body which is not as a result of your or a member of your travelling party’s diagnosis of, or close contact with a case of, coronavirus.

9. Any other reason listed under the General Exclusions, which are applicable to all sections of the policy.

What’s not covered under any part of your policy

We will not cover any of the following:

1. Medical expenses incurred within Australia or any provision of cover which would constitute health insurance business as defined under the Private Health Insurance Act 2007.

2. A loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning issued by the Australian Government (see smartraveller.gov.au).

3. A loss arising from a lack of due care and responsibility on your part by neglecting to observe applicable preventative measures for the travel region, as outlined by the World Health Organization, including obtaining relevant vaccinations, malaria prophylaxis, and hygiene measures. Please refer to who.int for further information.

4. A loss arising from failure to take appropriate action to avoid or minimise expenses.

5. A loss arising from a change of mind, disinclination or reluctance to travel.

6. Where there is evidence, at the time you bought the policy or booked arrangements, of circumstances you knew or should have reasonably known would result in arrangements being cancelled or interrupted, your policy won’t cover a loss arising from those circumstances.

7. A loss arising from any condition for which you, a member of your travelling party or your close relative have declined treatment or further investigation recommended by a medical practitioner.

8. A loss arising from any existing medical condition, except as described in Health conditions & your policy.

9. A loss arising from travelling against medical advice; refusal, resistance or failure to comply with the medical recommendations given by the emergency assistance team to be transported or evacuated to other treatment facilities or repatriated home for ongoing medical treatment; medical expenses deemed by us as not being reasonable or necessary or which can wait until your return home.

10. A loss arising from travelling overseas to undertake investigative procedures or travelling overseas to receive medical treatment.

11. Any illness or death arising from a metastatic or terminal prognosis that was made prior to the issue of the Certificate of Insurance.

12. A loss arising from pregnancy-related illness after the 26th week of gestation.

13. Fertility treatments at any time,

14. Childbirth; regular antenatal care; care of a newborn child.

15. Contact or corneal lenses, hearing aids, dentures and false body parts or other prostheses.

16. A loss arising from being intoxicated by or addicted to:

    1. alcohol; or

    2. a drug, except a prescription drug taken in accordance with the advice of a medical practitioner, or an over-the-counter drug taken in accordance with the manufacturer’s instructions.

17. A loss caused by, or in any way related to, unlawful acts, dishonest acts, criminal acts or malicious acts by you or by a person acting on your behalf.

18. A loss arising from you or a member of your travelling party:

    1. deliberately injuring themselves.

    2. failing to take reasonable precautions to avoid a financial loss a reasonable person would in similar circumstances.

    3. taking a needless risk or acting with disregard for one’s own or another’s safety or property, except in an attempt to save human life.

    4. taking part in a riot or civil commotion.

    5. participating in or training for a competition or race where you receiving a financial reward (i.e. appearance fee, a wage or salary).

    6. participating in any adventure sports, activities, work, study or volunteer experiences where you don’t purchase the appropriate adventure sports, work, study and volunteer level upgrade; you place yourself at a needless risk; you go against local authority warnings or enter closed or restricted areas or places or situations known to be unsafe or dangerous; or you participate in a sport, activity or experience specifically excluded in the list of adventure sports, activities and experiences.

19. Loss or damage to any sporting equipment while in use; sporting equipment over three years old; loss, damage or theft of any unsupervised sporting equipment.

20. A loss arising from travel in an air-supported device other than as a passenger in a licensed passenger aircraft operated by an airline or charter company, unless as shown in the list of adventure sports, activities and experiences and where you’ve purchased the appropriate upgrade.

21. A loss arising from participation in any motorsport rally, race, competition or show.

22. For motorised vehicles, a loss arising from:

    1. not wearing a helmet where one would be required in Australia, regardless of local laws; or

    2. operating any motorised vehicle without a valid licence for the same class of vehicle or watercraft in Australia and as required in the relevant country where you’re travelling; or

    3. riding as a passenger in or on any motorised vehicle or watercraft where you know or you should know your driver does not have a valid licence in their country of residence and as required in the relevant country where you’re travelling.

23. A loss arising from participation in any adventure sport, activity or experience where you don’t hold the required licence in Australia and as required in the relevant country where you’re travelling, or where a licence is specifically required as a condition of cover as shown with a hash (#) in the list of adventure sports and activities.

24. A loss arising from participation in any adventure sport, activity or experience where you’re not with a professional, qualified and licensed guide or operator as specifically required as a condition of cover as shown with an asterisk (*) in the list of adventure sports, activities and experiences.

25. A loss arising from any police, fire-fighting, reserve or defence service or training.

26. Your legal liability following professional advice or other services performed by you while in the conduct of your business, trade, profession, employment or work (including volunteering).

27. Expenses which are recoverable by compensation under any workers’ compensation act or transport accident laws or by any government or employer-sponsored fund, plan, Reciprocal Health Care Agreement, medical benefit scheme or any other similar cover or insurance, which is available or is required to be effected by or under a law.

28. Any search and/or rescue operations (including costs charged by a government, regulated authority or private organisation) connected with finding or rescuing you from a dangerous, life-threatening situation.

29. A loss arising from delay, detention, seizure or confiscation by customs or other officials or authorities, unless your valid passport was confiscated due to damage and you can provide official documentation of the reason for confiscation with your claim.

30. A loss arising from a government authority seizing, withholding or destroying anything of yours.

31. A loss arising from any prohibition by or regulation or intervention of any government; or any government denying you entry or not allowing you to stay in that country for any reason; or you or a member of your travelling party not following official laws or warnings from a governmental authority or organisation, or any other relevant or local authority. This exclusion does not apply to claims under Section 9 – Coronavirus travel costs. Please refer to Section 9 for specific exclusions regarding coronavirus travel costs.

32. Where the provision of cover or a liability to pay a benefit would expose us and/or our reinsurer(s) to any sanction, prohibition or restriction under United Nations resolutions or any sanctions, laws or regulations of Australia, the European Union, the United Kingdom or the United States.

33. A loss arising from any act of war (whether war is declared or not).

34. A loss arising from nuclear reaction or contamination from nuclear weapons or radioactivity; biological and/or chemical materials, substances, compounds or the like used directly or indirectly for the purpose to harm or to destroy human life and/or create public fear.

35. Indirect losses of any nature, including for example loss of enjoyment, revenue, profit, business opportunity or damage to goodwill or reputation.

36. A loss arising from errors or mistakes in any booking arrangements, including, but not limited to, failure to book a portion of a trip or obtain appropriate travel documents or visas.

37. A loss arising from deceptive or fraudulent acts of others.

38. A loss arising from the insolvency of any person, company or organisation, including circumstances where a reasonable person, at time of booking or at time of purchase of this insurance, could expect the person, company or organisation would not be able to deliver their products or services.

39. Expenses which you have not made every reasonable attempt to recover from the carrier, accommodation provider, booking agents, travel agents, any compensation scheme, or any other source expenses which you would still incur in the absence of an insured event.

40. A loss arising from any mechanical or electrical breakdown or malfunction of your baggage and personal items.

41. If you buy or extend a policy, or make or undertake travel arrangements when you are aware, or a reasonable person in your circumstances should have been aware of circumstances that could result in a claim, your policy will not cover you for a loss arising from those circumstances. This exclusion does not apply to claims under Section 9: Coronavirus travel costs as there are specific exclusions regarding coronavirus travel costs. Please refer to Section 9 for specific exclusions regarding coronavirus travel costs.

42. Any loss arising from:

    1. the use of, or inability to use, any application, software, or program in connection with any electronic equipment (for example a computer, smartphone, tablet or internet-capable electronic device); or

    2. any computer virus or other malicious computer software; or

    3. any hoax related to a. and/or b. above.

       This exclusion will not apply to claims related to illness, injury or death under sections: Cancellation & Trip Interruption, Emergency Medical & Dental Expenses Overseas, Medical Evacuation & Repatriation, or Personal Accident (Explorer Plan).

43. Any loss arising from fluctuations in currency, including but not limited to cryptocurrency and virtual currency.

Is it safe to go there?

Your policy will provide cover for your chosen countries and regions of travel unless there’s a ‘Do not travel’ warning issued by the Australian Department of Foreign Affairs and Trade or other official authority and you choose to go there anyway. Your policy will not cover a loss arising from travelling to, planning to travel to, or choosing to remain in a country or region that is the subject of a ‘Do not travel’ warning. Refer to smartraveller.gov.au for details before you go and while travelling for the latest alerts and travel advice.

Travel on a one way ticket

You don’t need a return ticket to buy this travel insurance. However, as this expense is considered part of a normal trip, the cost of a ticket home is not covered under this policy.

If you don’t have a return ticket and you need to return home for a covered reason, we’ll deduct from your total claim the cost you would have normally paid for an economy class airfare at the carrier’s regular published rates for the journey home or our actual cost incurred, whichever is less. If you have no other claim from which we can deduct this cost, we’ll seek recovery directly from you following your return home (see Section 2 - Medical Evacuation & Repatriation and Section 3 - Cancellation & Trip Interruption for details).

Things to do after you buy this policy

• Read it! Cover to cover. Yes, all of it. No surprises or assumptions. Ask World Nomads if you don’t understand what it means.

• Give a copy of your PDS and Certificate of Insurance to a friend or relative so they can contact the emergency assistance team immediately if you’re seriously ill, injured or die and are unable to contact us.

• Save the assistance phone number in your phone with your policy number, just in case you need to call the emergency assistance team quickly.

• Gather receipts for the items you’re taking with you. Scan them and keep a copy in your inbox, just in case your gear gets stolen and you need to make a claim.

• If you’re intending to rent a car or motorbike or participate in some adventure sports, you must check the licensing and local laws for the country you’re going to. You must also have a valid licence at home for the class of motorised vehicle you may be renting. If you’re renting a motorbike or moped, you may also need to pack a helmet if legally required at home or make sure you’re provided with one when you get there.

• Know how to contact your doctor at home just in case they have to provide a medical statement to confirm your health or medical conditions in case you need to make a claim for a sudden illness or serious injury.

  Why? There are restrictions on cover for certain medical conditions. Read the section on Health conditions & your policy, Section 1 - Emergency Medical & Dental Expenses Overseas and Section 2 - Medical Evacuation & Repatriation.

Travel & Medical Assistance

24 hours a day, 7 days a week

From overseas: +61 2 8263 0470 or +61 2 8292 1470
Within Australia: 1300 787 375
SMS: +61 4 1720 4602
Email: assist@worldnomads.com

Ask the local operator to connect you reverse charges or claim your call costs later.

You’ll need the international dialling code or just the plus sign (+) to dial the number correctly on your mobile phone.

What to do when things go wrong

This PDS explains what you must do under each section so we can help you. Here is a summary of the key things that might happen while travelling and links to each section explaining what you must do when things go wrong:

Who to contact

How your claim will be managed

nib Travel Services (Australia) Pty Limited (nib) is authorised to handle your claims under this policy on behalf of the insurer.

We will work directly with you while assessing your claim. The claims assessment team will:

1. Confirm receipt of your claim in writing within 10 business days upon receipt of a completed claim form, provide you with a claim number and allocate a case manager to your claim.

2. Inform you in writing within 10 business days of receipt if additional information is required.

3. Process your claim within 10 business days of receiving all necessary supporting documentation. They’ll determine which expenses are covered (or not covered), calculate the settlement value of your claim and inform you in writing of their decision on your claim.

4. Deposit approved payments into your Australian bank account, unless you advise us to pay someone else. We are not responsible for your bank fees or charges applicable to this payment.

Contact us if you have a question about making a claim or need to submit a claim form and supporting documentation:

Contact Claims

Phone: 1300 787 375 (local call in Australia) or +61 2 8256 1542
Email: claimsAUS@worldnomads.com
Fax: +61 2 8263 0494

Travel Claims
nib Travel Services
PO Box A975
Sydney South NSW 1235

How your claims settlement is calculated

1. Covered expenses will be determined according to the terms and conditions of the policy.

2. These expenses will be converted to Australian dollars to determine the initial claim value.

3. Where applicable, we deduct from your claim an amount for depreciation on your baggage and personal items due to age, wear and tear at rates reasonably determined by us. Depreciation will not apply to those items which you’ve specified as high value items and paid the additional premium.
   If item limits apply, these will be calculated, and the lesser of the total claim value compared to the value after applying depreciation and item limits will be paid.

4. Any applicable excess will be subtracted from the total claim value to determine the final settlement value. If an excess is applicable to your claim, it’s applied once for all claims relating to each event giving rise to a claim.

5. All claims will be paid to you, or to a person you have authorised, in Australian dollars. The rate of currency exchange that will apply is the rate at the time you incurred the expense.

6. If you’re entitled to claim an input tax credit in respect of a cost for which a claim is made or you would be entitled to an input tax credit if you were to incur the relevant cost (e.g. in replacing a lost or stolen item), the amount we would otherwise pay will be reduced by the amount of that input tax credit.

Your responsibilities when you make a claim

If we have a claim against someone in relation to the money we have to pay under this policy, you must do everything you reasonably can to help us recover money from them in legal proceedings. If you’re aware of any third party that you or we may recover money from, you must inform us of such third party.

If you can make a claim against someone else, other than under an insurance policy, you must claim from them first. If they don’t pay you the full amount of your claim, we’ll make up the difference.

If any loss, damage or liability covered under this policy is covered by another insurance policy, you must give us details. If you make a claim under one insurance policy and you’re paid the full amount of your claim, you cannot make a claim under the other policy. If you make a claim under another insurance policy and you’re not paid the full amount of your claim, we’ll make up the difference. We may seek contribution from your other insurer. You must give us any information we reasonably ask for, to help us make a claim from your other insurer.

We may, at our discretion, undertake in your name and on your behalf, control and settlement of proceedings for our own benefit to recover compensation or secure indemnity from any party in respect of anything covered by this policy; this is called subrogation. You must assist us and give permission for us to use any means possible to recover compensation or secure indemnity from other parties to which we may become entitled or subrogated upon us paying your claim under this policy, even if we have yet to pay your claim, and whether or not the amount we pay you is less than full compensation for your loss.

• If we pay any expenses on your behalf, or reimburse you for any loss, and you later receive payment from any other source for these expenses, you must pay us the amount of that payment up to the amount of the claim we paid you.

• If we pay you for stolen or damaged property and you later recover the property or it’s replaced by a third party, you must pay us the amount of the claim we paid you.

Where we recover money from others

Any money we recover belongs to us. We’ll apply any money we recover from someone else under a right of subrogation in the following order:

1. to us, our administration and legal costs arising from the recovery;

2. to us, an amount equal to the amount that we paid to you under the policy;

3. to you, your uninsured loss (less your excess); and

4. to you, your excess.

If we have paid your total loss and you receive a payment from someone else for that loss or damage, you must pay us the amount of that payment up to the amount of the claim we paid you.

Preventing fraud

Insurance fraud places additional costs on honest policyholders. Fraudulent claims force insurance premiums to rise. We encourage the community to assist in the prevention of insurance fraud. All information will be treated as confidential and protected to the full extent under law. You can help report insurance fraud by contacting us.

Contact nib:

Phone: 1300 625 229 (local call in Australia)
Phone: +61 2 8263 0487 (outside Australia)
Fax: +61 2 8263 0494

nib Travel Services
PO Box A975
Sydney South NSW 1235

Contact World Nomads:

You can contact World Nomads at:

Phone: 1300 787 375 (within Australia)
Phone: +61 2 8256 1542 (outside Australia)
Email: infoAUS@worldnomads.com
Fax: +61 2 8263 0444

PO Box H2
Australia Square
Sydney NSW 2000

How we handle complaints

If you have a complaint arising out of this insurance or the financial services provided by the insurer, our representatives, affiliates, or service providers, please contact:

Customer Relations

nib Travel Services
PO Box A975
Sydney NSW 1235 Australia

Phone: 1300 025 121 (local call in Australia)
Email: travelcomplaints@nibtravel.com

nib will acknowledge your complaint within 1 business day of receiving it 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.

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.

The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers. You can take your complaint to AFCA at any time.

If we are unable to resolve your complaint within 30 calendar days of the date on which you first made the complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed at any time by AFCA.

AFCA can be contacted at:

Website: afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

In writing to:
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

In the event you choose to escalate your complaint to AFCA, please direct it to nib Travel Services (Australia) Pty Ltd when completing the AFCA complaints form.

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 or one of our partners, feel free to contact our Customer Relations team by post, email or telephone.

Your privacy

We take your privacy seriously and adhere to the privacy policy detailed in the Product Disclosure Statement and on our website at worldnomads.com/privacy.

Professional indemnity insurance

nib and its representatives (including World Nomads) are covered under professional indemnity insurance arrangements that comply with the requirements of Chapter 7 of the Corporations Act 2001 (Cth). The insurance (subject to its terms and conditions) will continue to cover claims in relation to nib’s representatives that no longer work for it (but who did at the time of the relevant conduct).

Distribution of this document

Distribution of this FSG is authorised by nib.

Date prepared: 7 February 2024
Date effective: 11 March 2024
Version: WNAUS-FSG-07-07FEB2024