General Feedback - Service and Complaints

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.



Customer Relations Team – nib Travel Services (Australia)

PO Box A975,
Sydney South, NSW, 1235



1300 625 229




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

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:



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



+61 2 8298 0700


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 8 weeks 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:



Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001



1800 931 678 (free call)





Last Updated: Apr 11, 2019 04:02PM AEST

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© SureSave Pty Limited ABN 82 137 885 262 AR 339902 is an authorised representative of nib Travel Services (Australia) Pty Ltd ABN 81 115 932 173, AFS Licence No. 308461. This is general advice and you should consider if this product suits your needs. Before you buy, please read the Product Disclosure Statement available from us. This insurance is underwritten by certain underwriters at Lloyd's.