Member Support FAQs

We’re receiving more enquiries than usual, so it’s taking us a little longer to respond. Processing times can vary depending on your request. Over the past year, the number of claims we receive has increased by 24%, and the number of claims received per policy has also risen. This increase has had an impact on our response times.

In the meantime, through the My nib app or the member portal at nib.co.nz, you can make a claim, request a pre-approval, view your cover details, update your personal or payment information, or send us a message. It’s quick, easy and secure.

We’ve added more team members and are improving our processes to make things faster and smoother for you. Thanks for your patience while we work hard to get back to normal.

Providing all the required details and documents when you submit your claim or enquiry really helps speed things up. Missing or incomplete information can cause delays. We’ve added more team members and are improving our processes to make things faster and smoother for you. 

You’ll receive an email and/or a text as soon as we receive your claim. If it hasn’t been processed within a week, we’ll send you an update to keep you informed. Once your claim is finalised, we’ll notify you right away. If we need any more information from you, we’ll reach out directly. We’ve added more team members and are improving our processes to make things faster and smoother for you.      

If you have an adviser, they’re the best person to speak with. You can also log in to the my nib app or the member portal at nib.co.nz to request a policy review, change your excess, or request a call.

Please note that it may take us a little longer than usual to respond due to current service delay.

We recently introduced a limited range of co-payments on some policies, which only apply to certain diagnostic procedures and specialist consultations. Where this applies, you’ll need to pay a percentage of the eligible claim cost and we’ll cover the rest. Not all diagnostic investigations will have a co-payment applied - you can check What Am I Covered For? to see how these changes may affect your cover. Note that surgical and treatment benefits, such as in-patient cancer treatment and private hospital admissions, are unaffected and we’ll still pay 100% of the eligible costs.

If your policy is affected, you’ll get an updated policy document with all the details.