How to make a claim
This information is for residents of Helpdesk Global only.
You can claim online while travelling or after you return home through your World Nomads membership.
In case of serious injury, sudden illness, an accident, hospitalisation or where your medical expenses will exceed $2,000, you must contact the Emergency Assistance Team immediately.
For all other situations, it’s easy to claim online, just follow these steps:
1. Gather your receipts
It's helpful to get all of your receipts and invoices together first and submit all expenses for your claim at once. Keep copies of every expense, bill, invoice and report as you will need to provide these to the claims team so they can assess your claim.
2. Sign in
Sign into your World Nomads membership. Use the links to 'Make a claim' once signed in to your membership dashboard
3. Make a new claim
Select the policy you wish to claim against
Just so you know, you'll need to submit a new claim for each individual event and type of expense.
4. Tell us what happened
Simply follow the prompts and answer all the questions relevant to your claim to tell us who was involved, what happened and when.
5. List your expenses
List each expense for the amount shown on your receipt/invoice and answer all other questions.
6. Add your bank details
Once assessed, your claim payout will be sent directly into your bank account. If you don’t know all of your bank information, you can 'save progress' on your claim then once you have this information, simply login and continue on with your claim. Sorry but it isn't possible to continue submitting your claim without your bank details.
7. Now we'll need your supporting documentation
You'll be sent an email advising what documentation you will need to send us to support your claim.
8. Upload your documentation, receipts, invoices or other proof of your expenses
If you need help to upload, there are instructions on how to do this in the email we sent you.
9. Review your claim
Check your claim details or edit your claim before you submit it if needed.
10. Submit your claim
Check that your contact details are correct and nominate someone to speak to us about your claim on your behalf if you need to. Then submit your claim. You will be sent an email confirmation that your claim has been submitted and we will pass your claim details onto your insurer’s claims team.
Your claim will be managed by nib Travel Services on behalf of your insurer, certain underwriters at Lloyd’s and World Nomads. The claims team will review the information and documents you have provided within 10 business days and will let you know if a decision about your claim has been made. Alternatively, if further information, documents is required or if there is a need to sight the originals (of the copies you have provided) to finalise your claim, the claims team will let you know what else is required.
Once a claim is approved, you should receive payment within 5 business days.
11. Communicate with the claims team
You can email or call:
Australian residents email: claimsAUS@worldnomads.com
Phone (local call within Australia): 1300 787 375
Phone (while overseas): +61 2 8263 0400
Fax (everywhere): +61 2 8263 0494
World Nomads Claims
nib Travel Services
PO Box A975
Sydney NSW 1235 Australia